Longshan Forest Hot Spring Hotel successfully applied RFID technology to improve service process
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The Longshan Forest Suao Hot and Cold Spring Resort Hotel, which officially opened in August 2009 (hereinafter referred to as Longshan Forest Hot and Cold Spring Hotel), is the only five-star resort hotel in Taiwan that has both cold springs and hot springs. The geographical location is surrounded by mountains and the sea, with a vast area. The hotel takes water activities as the main entertainment axis. The whole hotel area has 8 landscape pools, 18 outdoor hot and cold spring pools, indoor parent-child spa area, exclusive naked bath area for VIPs, and so on. The guest activity area is large, but the hotel staff is limited, it is not easy to achieve comprehensive space management. On the other hand, Longshan Forest Hot Spring Hotel is positioned as a resort that provides high-quality leisure space. It pays special attention to service efficiency and delicacy. With the dual consideration of improving management efficiency and service level, it has decided to adopt a radio frequency identification system (RFID) , To assist hotel operations.
Only one bracelet can be used throughout the hotel. RFID related applications of Longshan Forest Hot Spring Hotel cover access control management, housing management, catering services, event confirmation, etc. Hotel customers only need to wear passive tags when they check in. The RFID wristband can be used in the whole resort freely for various activities and consumption. The wristband represents the customer, and the hotel staff does not need to repeat the identity confirmation; and when the guest leaves the checkout, the hotel will immediately use it once When the label is destroyed, personal data and consumption data will not be leaked out.
Such applications do improve the efficiency of hotel services, but in fact, the improvement of service processes through RFID has been scattered in various tourism and leisure industries. The most unique innovation of Longshan Forest Hot Spring Hotel lies in its implementation in the service area. The all-in-one card operation means that guests can not only travel in public areas, but also directly open the hotel room with an RFID wristband, without having to carry another door card.
Picture 1: After Check in, wear a personal RFID chip bracelet
Figure 2: Open the door through the RFID chip bracelet
Figure 3: Using personal exclusive lockers through RFID chip bracelets.
Figure 4: Check out through the RFID chip wristband and pay for in-hotel consumption
Zhang Guoling, consultant of the Information Department of Longshan Forest Hot Spring Hotel, said that the original decision to introduce RFID chips in guest rooms was to reduce the failure rate of existing equipment. Magnetic card management in hotel rooms is not only popular and well-established for years, but contact cards have many hidden management costs, including: easy to break, often demagnetized due to contact with metal objects, resulting in high card replacement rate, in addition, frequent insertion and removal The action also increases the cost of cleaning the door lock slot, and since the public area has been managed by RFID, if the guest room can also be integrated, customers can enjoy higher convenience.
However, it is not easy to implement this idea. The room door lock of Longshan Forest Hot Spring Hotel adopts the VingCard door lock chip encryption system under the well-known Swedish lock group ASSA ABLOY AB. To ensure security, VingCard cannot provide the original code of the hotel chip. Zhang Guoling said that the hotel cannot cooperate with RFID The system replaced the installed door locks, so the integration of RFID and door lock encryption mechanisms was a headache. Fortunately, with the assistance of the import manufacturer Yu Chen Industrial, Longshan Forest Hot Spring Hotel purchased the original Norwegian IC , And then integrated with the RFID system of the Taiwan factory to successfully complete the connection of the reading device, so that the entire hotel can be completed through the same RFID card from access control, door locks, food consumption, etc., and truly achieve the goal of the all-in-one card. Zeng Jiaying, a senior consultant of Yuchen Industrial, said that the door locks combined with RFID chips, in addition to the original hardware hierarchical password system, have also added software encryption devices to provide double protection for the residents’ living safety.
RFID makes itinerary confirmation and billing more convenient
In order to cater for different travel budgets and needs, Longshan Forest Hotel plans a diversified package itinerary for customers, from the number of meals, SPA treatments, to entertainment activities in the museum including: yoga teaching, DIY handmade cold spring soap, etc. Customers prefer to choose. At each designated point of activity, as long as the information recorded on the RFID chip is confirmed, customers can enjoy the itinerary content at will and without complicated registration procedures. In addition to ensuring the rights and interests of customers, it also reduces the loss of the hotel due to personnel errors. possibility.
Figure 5: All consumer activities in the hotel can be paid directly on the tablet
In addition, in order to make the consumption process easier for customers in the three open-themed restaurants and bars, business centers, network areas, shopping streets and other areas, Longshan Forest Hot Spring Hotel purchases tablet computers and cooperates with the entire resort’s wireless network to allow signing orders. , The checkout action can be carried out according to the location of the guest. Zhang Guoling said that the tablet computer with handwritten input allows the guest to directly confirm the consumption details and sign, not only saves the paper for signing and printing, but also can be matched with the RFID bracelet to make the guest identity Repeat confirmation to prevent possible consumption disputes in case the RFID induction malfunctions.
The consumption data recorded through the RFID chip and transmitted to the back-end system in real time will become a database for improving customized services in the future. For example, the types of food and wine, favorite SPA essential oils and yoga courses ordered by the guests in the previous consumption can be directly imported into the bracelet during the next stay, so that the staff in the museum can contact the customer every time In the opportunity, provide services according to customer preferences.
Zhang Guoling believes that the supreme purpose of assisting hotel operations with RFID is to make customers unable to feel the existence of the system. From the check-in at the counter, to the management of the public space of the hotel, to the introduction of the confirmation of leisure activities, the information department gradually implements this ideal. In order to make customers not feel the presence of RFID, we must even consider the comfort of the bracelet and choose anti-allergic materials. Zhang Guoling said that there are indeed a small number of guests who questioned the practice of wearing a bracelet throughout the check-in process, but after actually experiencing the completeness and delicacy of the service, most of them would give positive comments.
At the profound request of the chairman, Longshan Forest Hot Spring Hotel has established the business goal of integrating technology into services from the initial stage. Through technology to provide services that are unique and different from those of the same industry, it can indeed improve the competitiveness of the hotel. Zhang Guoling said that replacing manual services with technology can not only directly reduce personnel costs, but also reduce information error rates, reduce disputes with customers, and increase customer satisfaction. This can be seen from the affirmation of customers on the official website. Zhang Guoling said.
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