Success Story_Hyatt House Kuala Lumpur X Vouch

Hyatt House Kuala Lumpur Reduces 40% Of Phone Enquiries Through Technology

At the heart of Kuala Lumpur, rests Hyatt House Kuala Lumpur, Mont Kiara. In an upscale and affluent township, the area provides a plethora of dining options, premium fashion chains, and vibrant nightlife, connecting guests to the international cosmopolitan enclave of Mont Kiara.

True to its core of luxury living, Hyatt House Kuala Lumpur assures its guests with their highest commitment to safety and wellbeing as part of Hyatt’s “Safety First, Wellbeing Always” pledge. The hotel is constantly striving to find ways to improve while ensuring exceptional guest service at all times.

The Search for a Contactless Guest Solution

Bennett Peter, General Manager at Hyatt House Kuala Lumpur, wanted to explore digital solutions that are contactless for guests to access services whenever they wanted. Requests and facility bookings were initially handled manually and it was often overwhelming for the operations team at the front desk. This had led to too many lapses and guests at times found it a hassle.

“One of the common purposes of Hyatt lies in care. We want guests to be at their best when they wake up the next day,” he shared. “Here at Hyatt House Kuala Lumpur, we are always looking for ways to improve guest satisfaction and at the same time improve productivity within our operations.”

As a Hyatt-approved digital platform provider, Vouch partnered with the hotel to create a guest experience platform to streamline work processes while ensuring safe, contactless and meaningful interactions with staff. Introducing Kyra.

Multiple Functional Seamless Platform

Kyra, Hyatt House Kuala Lumpur’s personal digital assistant, fulfils guest requests for room amenities and booking of facilities. Guests are able to interact with Kyra by scanning QR codes that are found at strategic touch points throughout the hotel.

Bennett noted that incoming requests are now streamlined digitally into a backend platform, accessible via mobile devices. This has increased responsiveness of the team and flexibility for housekeepers to attend to room amenities such as toiletries and mineral water wherever they are in the hotel.

“Our guests love using Kyra because entering the platform through a QR code is very convenient and there is no need to download another app to the phone,” he commented.

Another area of importance was the safety and wellbeing of guests due to heightened concerns after the Covid-19 pandemic. To ensure safe distancing of the hotel’s facilities, Kyra takes care of capacity management for the hotel’s swimming pool, games room and gym. Guests can pre-book their preferred timings for various facilities and Kyra monitors at the backend to ensure occupancy limits for spacious, comfortable usage. 

Faster, and More Efficient Services

Through the implementation of Kyra working alongside hotel operations, Hyatt House Kuala Lumpur now has adopted more productive work processes. 

Bennett shared that “Guests can access the hotel’s services without the need to call our guest service hotline and this has resulted in a reduction of 40% in phone enquiries.” This means that staff are receiving less phone distractions while they attend to more crucial interactions at the front desk: A true win-win situation for both hotel and guests.

Furthermore, the use of Kyra has allowed for Hyatt House Kuala Lumpur to discover something interesting – Guests are now more willing to self-service if it means more speed and less touch.

“About 60-70% of guests are making facility bookings on their mobile phones without the need for human assistance.” Automating these processes have freed up resources that are channelled to other departments in need.

“With Kyra, our work processes are streamlined and technology has made our lives easier. My team is also freed up to do the things that truly matter – Better guest experience at Hyatt House Kuala Lumpur!”

When asked about the future of digitalisation in the hotel industry, Bennett commented that “It has been and will be the way forward for the hotel industry… We have to embrace it and learn how to maximise digitalisation so that it delivers a better guest experience.”

Is your hotel looking for similar solutions to improve operational efficiency while elevating the guest experience at the same time? At Vouch, we offer customised solutions based on the needs of the hotel. Contact us for a demonstration now!

Check out our exclusive video featuring Hyatt House Kuala Lumpur and our collaboration journey here!