Could a smarter hotel make a guest feel more at home?
The Dragon Hotel, a midsize service company located in Hangzhou, China, redefined what it means to make its guests comfortable. Working with IBM, they launched a smart card program that automates and streamlines common hotel functions for patrons. Based on radio frequency identification technology, the system automatically registers visitors upon arrival, directs them to their rooms, customizes temperature and entertainment center settings and even records their attendance at hotel conferences. The use of patron recognition features to automate hotel functions allows Dragon to offer a personalized, customized experience that dramatically heightens customer satisfaction. At the same time, it delivers increased visibility into hotel operations and hospitality systems driving improvements in staff productivity and overall efficiency. It's a smarter approach to customer service that has helped make Dragon the first 5-star hotel in Hangzhou, and likely the most efficient.
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