Improving the Guest Experience, Smoothweb deploys Guest Information Tablet Solution in Oakwood Premier Tokyo
As the industry leader, Oakwood Worldwide offers the largest global selection of accommodations through our family of brands. Oakwood runs a substantial number of properties in its Tokyo hotel network for long term residents, and recently, for short term guests. To maintaining it’s high quality of customer experience by providing local information on services and facilities in the neighbourhood of the hotel.
Oakwood was opening a new property, Oakwood Premier Tokyo overlooking Tokyo station. With the goal of keeping guests informed, promoting in-hotel offers, decluttering desktops and providing a cost effective and environmentally friendly alternative to common paper directories, The Oakwood Premier Tokyo turned to Smoothweb to implement a guest room tablet solution to over 100 of their guest rooms
To create unforgettable customer experiences, we used our Touch Media Platform and Digital Signage solutions, we developed a solution that allows Oakwood to design, manage, and publish content to a network of tablets in guest rooms.
We used SmoothWeb’s proprietary authoring tool to create the multimedia framework of the application. By utilizing a more efficient and intuitive guest communication process common guest questions are addressed in easy to navigate categories such as hotel facilities and services, transport timetables, and appliance manuals.
The Smothweb CMS was set up for easy updates by the staff.
When the hotel information content on the tablets needs an update, hotel staff can simply create PowerPoint slides, and upload them to the cloud content management system (CMS). Within a few clicks, the updated information is published to all guest room tablets – a process that was much more cost and labor intensive with paper directories.
The screen saver was used as an advertising platform, to promote in-hotel offers such lounge events, food and beverage sale, and conference room bookings, where the guest could tap the screen and be guided to calls-to-action to make the reservation or purchase.
Staff have commented that featuring the user manuals saves the front desk staff, by reducing the frequency and length of call outs to guest rooms, to demonstrate the use of appliances.
Clear Communications with Guests
Guest stays become more comfortable and memorable when using the highly visual, always current property information with easy to discover touch indexes.
In-room Appliance Video Manuals
To help guests familiarise themselves with their room, Smoothweb implemented Appliance video manuals, in addition to text and images. Basic operations of in-room appliances ranging from television, climate control and washing machine are presented as subtitled how-to videos available in English and Japanese.
Promoting Products, Services and Events
With the screen saver being shown to over 100 rooms as a video loop, it presented us with a clear opportunity to promote the products and services offered by Oakwood, including guest get-togethers. With each slide interactive buttons to learn more about the offer.
Saving Resources with Streamlined Processes
The hotel saved time, cost and staff resources by converting to digital. The room directory creation was streamlined into a more efficient process, compared to printed paper.
After 2 years of use, the updating and distributing changes to the offer are more time and cost efficient than dealing with paper directories. Physical paper waste is also greatly reduced.