Hyatt Regency Phnom Penh:
Doubling Revenue while Reducing Costs
Nestled in the heart of the vibrant city of Phnom Penh, Hyatt Regency Phnom Penh is a luxurious oasis for travellers seeking an escape from the hustle and bustle of the city. With 247 elegantly appointed guest rooms and suites, guests can indulge in unparalleled comfort and breathtaking views of the Mekong River. The hotel boasts a range of exquisite dining options, from authentic Khmer cuisine to international delights, all crafted with the freshest ingredients. Guests can also unwind and rejuvenate at the fitness center, outdoor infinity pool, or the serene spa. With warm Cambodian hospitality and world-class amenities, Hyatt Regency Phnom Penh promises a truly unforgettable five-star stay.
We sat down with Rivong Oung, the Executive Assistant Manager of Hyatt Regency Phnom Penh, to find out more about the challenges the hotel has been facing and how they have been overcoming them with innovative approaches to operations and guest experience in the current landscape.
What was the biggest frustration faced by your hotel?
One of our biggest challenges has been manpower shortage, just like many other hotels in the region. Since a lot of hotels were reopening at the same time during the recovery phase, we found it tough to rehire the staff who had left during the pandemic. Especially when it came to operations, we were struggling to find suitable candidates.
It was also because we have certain requirements for the staff handling service of our guests. As a five-star hotel, we strive to provide our guests with exceptional guest experience and for that, we need the right people who can deliver it. However, finding such people in a competitive job market was challenging. Also, we were looking to hire mandarin-speaking service staff specifically. We’ve always done that since Chinese tourists make up a significant portion of our guests, and we needed staff who could bridge the language barrier.
Why did the hotel implement Vouch in the first place?
We implemented Vouch primarily due to the changes in guest expectations that resulted from the pandemic. We wanted to provide contactless technology to our guests so that they could feel safe and secure during their stay with us. It was important to us to give our guests the option of touchless if they required it.
Another reason was to embrace sustainability by going paperless. We wanted to digitise our guest communication and printed collateral such as room compendium and room service menus. We believed that this would not only help us reduce our carbon footprint but also enhance our guests’ experience by providing them with up-to-date information on their mobile devices.
To my surprise, the Vouch guest experience platform has given the hotel so much more than I expected. What was supposed to be just a contactless guest platform has revolutionised the way we plan operations at the hotel!
Could you elaborate more on the impact Vouch has on your operations?
Before implementing the Vouch, we had to station a mandarin-speaking staff member 24/7 to handle room service orders. This was because guests needed assistance with understanding the menu items and placing their orders. We had to rotate 3 mandarin-speaking staff members over a 24-hour shift to make sure that someone was always available to assist guests with room service ordering.
However, with Vouch, we were able to offer a digital menu in mandarin, which eliminated the need for dedicated mandarin-speaking staff members. This allowed us to reassign these 3 associates to other high guest interaction areas, such as the front desk. Mandarin-speaking associates are also more costly than non-speakers, so this was a relief to the hotel from a cost perspective.
Guests are now more comfortable viewing the food items on their own devices and can order at any time they want. Having the menu in mandarin has also encouraged guests to place more orders, which has led to increased revenue for the hotel. To be exact, our room service revenue has doubled since implementation of Vouch!
Also, we used to receive complaints regarding wrong orders and miscommunications, but now, since guests can send their orders directly through the platform, we no longer receive such complaints.
What are your favourite features about Vouch?
For obvious reasons, the multi language functionality of the guest experience platform. It was a game-changer for us. The translations are accurate and professional, which allows our guests to fully immerse themselves in the Hyatt experience without any language barriers. As a result, guests can feel closer to the hotel, and we can deliver a better overall guest experience.
I would like to also highlight the exceptional customer support we have received from the Vouch team. They have been patient and helpful from onboarding my team to ensuring best practices are in place for maximum usage. Their support has been invaluable in ensuring that we get the most out of the platform.
What has been the feedback from your guests about the platform so far?
Reviews have been great! Guests find the platform easy to use and appreciate the convenience of being able to access it simply by scanning a QR code – no app download needed. The attractive food images on the digital room service menu also help guests make informed decisions about their orders.
All in all, a win-win for us and our guests. I highly recommend Vouch if your hotel is facing the same challenges as us.
Book a Demo with us today and find out how you can replicate the success at Hyatt Regency Phnom Penh!
Hyatt Regency Phnom Penh - Saving Costs While Doubling Revenue
Nestled in the heart of the vibrant city of Phnom Penh, Hyatt Regency Phnom Penh is a luxurious oasis for travellers seeking an escape from the hustle and bustle of the city. With 247 elegantly appointed guest rooms and suites, guests can indulge in unparalleled comfort and breathtaking views of the Mekong River. The hotel boasts a range of exquisite dining options, from authentic Khmer cuisine to international delights, all crafted with the freshest ingredients. Guests can also unwind and rejuvenate at the fitness center, outdoor infinity pool, or the serene spa. With warm Cambodian hospitality and world-class amenities, Hyatt Regency Phnom Penh promises a truly unforgettable five-star stay.
We sat down with Rivong Oung, the Executive Assistant Manager of Hyatt Regency Phnom Penh, to find out more about the challenges the hotel has been facing and how they have been overcoming them with innovative approaches to operations and guest experience in the current landscape.
What was the biggest frustration faced by your hotel?
One of our biggest challenges has been manpower shortage, just like many other hotels in the region. Since a lot of hotels were reopening at the same time during the recovery phase, we found it tough to rehire the staff who had left during the pandemic. Especially when it came to operations, we were struggling to find suitable candidates.
It was also because we have certain requirements for the staff handling service of our guests. As a five-star hotel, we strive to provide our guests with exceptional guest experience and for that, we need the right people who can deliver it. However, finding such people in a competitive job market was challenging. Also, we were looking to hire mandarin-speaking service staff specifically. We’ve always done that since Chinese tourists make up a significant portion of our guests, and we needed staff who could bridge the language barrier.
Why did the hotel implement Vouch in the first place?
We implemented Vouch primarily due to the changes in guest expectations that resulted from the pandemic. We wanted to provide contactless technology to our guests so that they could feel safe and secure during their stay with us. It was important to us to give our guests the option of touchless if they required it.
Another reason was to embrace sustainability by going paperless. We wanted to digitise our guest communication and printed collateral such as room compendium and room service menus. We believed that this would not only help us reduce our carbon footprint but also enhance our guests’ experience by providing them with up-to-date information on their mobile devices.
To my surprise, the Vouch guest experience platform has given the hotel so much more than I expected. What was supposed to be just a contactless guest platform has revolutionised the way we plan operations at the hotel!
Could you elaborate more on the impact Vouch has on your operations?
Before implementing the Vouch, we had to station a mandarin-speaking staff member 24/7 to handle room service orders. This was because guests needed assistance with understanding the menu items and placing their orders. We had to rotate 3 mandarin-speaking staff members over a 24-hour shift to make sure that someone was always available to assist guests with room service ordering.
However, with Vouch, we were able to offer a digital menu in mandarin, which eliminated the need for dedicated mandarin-speaking staff members. This allowed us to reassign these 3 associates to other high guest interaction areas, such as the front desk. Mandarin-speaking associates are also more costly than non-speakers, so this was a relief to the hotel from a cost perspective.
Guests are now more comfortable viewing the food items on their own devices and can order at any time they want. Having the menu in mandarin has also encouraged guests to place more orders, which has led to increased revenue for the hotel. To be exact, our room service revenue has doubled since implementation of Vouch!
Also, we used to receive complaints regarding wrong orders and miscommunications, but now, since guests can send their orders directly through the platform, we no longer receive such complaints.
What are your favourite features about Vouch?
For obvious reasons, the multi language functionality of the guest experience platform. It was a game-changer for us. The translations are accurate and professional, which allows our guests to fully immerse themselves in the Hyatt experience without any language barriers. As a result, guests can feel closer to the hotel, and we can deliver a better overall guest experience.
I would like to also highlight the exceptional customer support we have received from the Vouch team. They have been patient and helpful from onboarding my team to ensuring best practices are in place for maximum usage. Their support has been invaluable in ensuring that we get the most out of the platform.
What has been the feedback from your guests about the platform so far?
Reviews have been great! Guests find the platform easy to use and appreciate the convenience of being able to access it simply by scanning a QR code – no app download needed. The attractive food images on the digital room service menu also help guests make informed decisions about their orders.
All in all, a win-win for us and our guests. I highly recommend Vouch if your hotel is facing the same challenges as us.
Book a Demo with us today and find out how you can replicate the success at Hyatt Regency Phnom Penh!