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Ascott transforms its digital ecosystem

CapitaLand’s wholly owned lodging business unit, The Ascott Limited (Ascott), is embarking on a digital ecosystem transformation to support its fast-expanding global lodging portfolio.

Ascott aims to drive revenue growth, improve operational efficiency and enhance value to its customers and business partners through a comprehensive front-to-backend systems makeover.

Ascott aims to drive revenue growth, improve operational efficiency and enhance value to its customers and business partners through a comprehensive front-to-backend systems makeover. In addition to its launch of Ascott Star Rewards, the world’s first loyalty programme in the serviced residence industry to offer full flexibility to earn and redeem points, Ascott is adopting a new revenue management system as well as updating its backend global property management system to a cloud-based one.

As part of Ascott’s digital transformation efforts, Ascott Star Rewards is offering members no cap to the points that can be earned, no minimum points required for redemption, no blackout dates, and even the option to nominate other guests to earn points¹.

Within the first 10 days of soft launching the new Ascott Star Rewards, the number of room nights booked on Ascott’s websites by members has tripled and online revenue through Ascott’s websites has grown by 50%.

Ascott’s digitalisation initiatives

To complement the launch of Ascott Star Rewards, Ascott has revamped its booking websites to enable members to access their rewards, redemptions, booking history and preferences on a personalised dashboard. It has also enhanced members’ online experience by streamlining its room booking process from six to three steps.

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As part of its transformational journey to digitalise its business from the core, Ascott is upgrading to a cloud Property Management System. It will allow Ascott to seamlessly interface with new systems as it scales its business, and to consolidate guest and reservation data across all properties. To better predict customer demand and maximise revenue growth, Ascott is the first in Asia to adopt a revenue management system tailored for long-stay business with IDeaS, a leading revenue management solutions provider.

Ascott’s other digital initiatives underway include using advanced emotion analysis of guest reviews to sift out customer insights for operations, marketing and branding strategies; and an enhanced Customer Relationship Management system for Ascott’s sales workforce to access and capture information on corporate clients on their mobile devices while managing leads on the move.

Ascott has also introduced service robots in China to perform a suite of tasks including providing concierge services, leading guests to their rooms or facilities at the property, delivering clean laundry and packages, and providing refilling room supplies. This has increased productivity by about 40%, allowing Ascott staff to spend more time to interact with guests. Ascott also offers the use of self check-in kiosk with facial recognition at Ascott Orchard Singapore, which has reduced check-in time for guests from five minutes at the front office to two minutes at the kiosk. Ascott is the first serviced residence company to adopt the self check-in kiosks with facial recognition, with plans to roll them out to its properties around the world.

[1] An Ascott Star Rewards member who has booked multiple apartments can nominate other guests to earn points for an apartment stay.

Tags: Ascott, Ascott Star Rewards, digital ecosystem

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