Can check-in 2 days in advance, guests will remember their names when coming back
SOJO Hotels is a new hotel chain that will launch in Vietnam in 2020 and has a design and operation that is quite different from the traditional hotel system.
Instead of pursuing luxurious architecture, using the usual bass tones, SOJO Hotels seems to aim for youthfulness with modern designs, bright colors. When visiting SOJO hotel space, many people will think of the open architecture of today’s co-working spaces.
In the talk show “From CX to Gamification” held not long ago, Ms. Nguyen Thi Thu Ha – Head of Style Shaping Department SOJO Hotels shared more about this hotel chain’s philosophy and service development mindset. .
Ms. Nguyen Thi Thu Ha – Head of SOJO Hotels Style Shaping Department
“In the market, the demand is real, but the supply for 4-5 star luxury hotels is relatively abundant. And we see a huge gap in the mid-end segment. This segment does not have any methodical brands or attractive products, which meet the greatest demand of the market. That is the basis for us to start investing. The answer to an attractive product is the right idea and the right taste. client”, Ms. Nguyen Thi Thu Ha expressed.
Accordingly, customers need the right fit in products and services, do not require many additional services during their stay. For example, in a 1-2 night stay, even in a luxury hotel, Guests hardly use the services that the hotel provides for free such as swimming pool, gym, … Meanwhile, guests want elements connected with space, people, spirit, to learn and experience about local culture and cuisine.
Ms. Thu Ha gave an example of each “pain” commonly experienced by customers when experiencing at ordinary hotels, and at the same time offered solutions and changes that SOJO applied.
For example:
* Customers often feel unfamiliar and want employees to know who they are
=> By CRM system, SOJO hotel has the data to understand each customer. Since then, the next time you enter the hotel, the customer will definitely be remembered and called by name. Even the wifi system sends the message “Welcome back Mr/Ms A”.
* Guests often feel uncomfortable because they have to wait for check-in/check-out, or want to check-in early or check-out late according to their personal schedule.
=> Allow early check-in up to 2 days and provide spacious free waiting and rest space, bed, power socket, … for guests. There is also a Locker to safely store your luggage at no charge.
At the same time, do not provide hidden services, mini bar in the room (food, drink, …), instead served at the 24/7 FnB counter, vending machine (heavy knife, snacks). ,…) at a more affordable cost. From there, guests do not have to wait for the staff to check the room before they can check-out, saving time and not needing to notify the reception.
* Many employees in many processes, causing customer needs not to be addressed immediately or “failure”
=> Setting up Guru – a multi-function, multi-tasking employee model who can flexibly take on many serving positions from providing drinks, solving customer complaints,… In other words, just inform Through one touch point, an employee, a customer can have their different needs addressed
It is known that guests’ procedures such as check-in, automatic delivery, open the door with a digital key, pull the curtain, send the item, adjust the sound system, light, temperature, change the color of the shower cabin, pull the curtain. … online through its own app. Other services such as gym, laundry, .. are guided in detail and promote self-service for guests.
Besides the modern architecture, each SOJO hotel in each locality will learn the culture and lifestyle of each locality. For example, the story of a hundred-year-old train station, with carriages at SOJO Hotel Ga Hanoi; image of lychee country at SOJO Hotel Bac Giang; image of a long-standing ancient urban area in the Northern Delta at SOJO Hotel Nam Dinh,..
According to research, this hotel chain operates under the management of TNH Hotels & Resorts, a part of TNG Holdings Vietnam. Currently, Sojo Hotels has 8 hotels in 8 provinces. It is expected that in the first months of 2022, more hotels will be launched in provinces such as Viet Tri, Hau Giang, and Ha Long, aiming for the milestone of 100 establishments by 2026. Room rent is about 1,490. 000 VND/night.
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