Hotel Insider:

　　This is Yunji Technology’s brand-new interview column with hotel practitioners. With the concept of “seizing the changes in the new era of hospitality, sharing the ideas of front-line practitioners”, this column interviews hotel practitioners to share their knowledge, insights and practical experience hotel digitization era.

　　Yunji Technology has been deeply engaged in the hospitality industry for 8 years, serving more than ten thousand clients. It aims to carry the values of the industry in the new economic era and empower the intelligence upgrade of hotels by recording the changes and growth of the hospitality industry and hotel staff.

　　In virtue of its innovative ideas as well as the premium service provided for business travelers, Pullman Shanghai Skyway maintains the existing high-quality service, meanwhile sticking to the original aspiration of the brand to make steady progress under the cooperation with local innovation powers.

　　——Hotel Insider

　　Enjoy your moment with now the most popular delicacies of SML Center- “the most delicious” shopping mall in Huangpu District, and start your “sentiment” exploration at TianZiFang just a step away... 500 meters away, Pullman Shanghai Skyway has ready prepared afternoon tea under the “cloud” for both business travelers and leisure visitors, who could relax and feel the luxurious freedom of embracing the sky.

　　By providing elegant living environment and attentive quality service, Pullman Shanghai Skyway has always been a warm home for numerous business people. The guests can easily realize the reconciliation between efficient work and life leisure, thus enjoying the prosperous urban life to its fullness.

　　Pullman Shanghai Skyway, as an international high-end brand, has all along maintained its original service level, meanwhile continuously injecting new impetus into the service by joining hands with local innovation powers.

　　Pullman Shanghai Skyway, which was operated in 2007, is a landmark building in the center of Huangpu District. With unique geographical advantage, it is located in the downtown area with convenient transportation but can feel at ease in a corner.

　　The unique site selection standard and design establish connection with the city and create a special sense of belonging to guests, which makes the hotel become a “business card” to the area.

　　Pullman Shanghai Skyway not only witnesses the growth and development of international brands in Chinese market, but also retains original aspiration of the brand so as to make steady progress.

　　Pullman Shanghai Skyway shows obvious advantages in attracting both high-end business travelers and modern leisure guests.

　　All rooms have an area of no less than 48 square meters and provide free wireless Internet access service; The charming scenery of Shanghai metropolis can be admired on the well-regarded 24-story executive lounge; The fashionable afternoon tea created jointly with Ferragamo perfume series attracts in enormous “petty bourgeois” customers.

　　Jinjiang Restaurant, which was created by Terry Henriksen, the former HBA senior creative designer, is located at the sinking style garden cafeteria in the B1 floor of the hotel. It provides the modern dining environment and can accommodate 200 guests. And buffet dinners with different themes are usually offered from time to time based on the season.

　　The indoor constant temperature swimming pool with an area of 250 square meters receives natural lighting, allowing residents to enjoy themselves freely; The outdoor garden of the hotel with an area of nearly 5,000 square meters adopts imported turf of putting green area in the golf course, which ensures the garden to remain green throughout the year. This makes the guests stay away from the hustle and bustle of the city and experience the quiet of the nature.

　　At present, national brands have made great progress in hotel operation, management and service by means of new environment, new market, new channels and new technologies. Under the circumstances, many international brand hotels also keep pace with the times to look for service innovation that accords more with the development trends of the current times.

　　Pullman Shanghai Skyway carefully optimizes its roles like carving an art work. It not only carries the healing warmth of the traditional hotel service, but also proves the influence of hotel service upgrading on the lifestyle of guests through the achievements in meeting more diverse needs.

　　No matter in the day or night, the service robots accurately and appropriately deliver each resident’s letters, packages, takeaways, or even toiletries and a bottle of mineral water, with their cute bilingual electronic sounds to inform residents to pick up in time.

　　The new service value that Pullman Shanghai Skyway provides, namely providing 24-hour, timely, accurate, predictable, private and self-ease service, is introduced in consideration of constantly optimizing service for customers.

　　In this [Hotel Insider], Adam Peter Schlipf, the operation director of Pullman Shanghai Skyway, was invited as a guest to share with us why and how the hotel brand from France uses robots.

　　“The service of robots in hotels served as a supplement and extension at first. In fact, by reviewing the daily service work, we found that the response time for employees to deliver items to guest rooms is lower than the minimum standard of the industry.

　　After introducing hotel service robots, we found that the characteristics of robots in response time, intensity, accuracy, privacy, self-ease, futurism and other aspects are reshaping the expectation and recognition of guests on the service standards and experiences of Pullman Shanghai Skyway. This allows us to provide better, faster and more reliable services to guests as much as possible.”

　　Whether during the epidemic or at the moment when the epidemic becomes the norm, the hotel employees would expertly use service robots every day:

　　Each day, after finishing strict disinfection work, the employees would arrange service robots to automatically start the 24-hour “running” working mode.

　　The average 40 or 50 deliveries everyday are done by service robots. During the holidays, service robots would become “super workers” to handle more than 90 deliveries.

　　With regard to the performance of hotel service robots in releasing the repetitive workload of employees to the greatest extent, Adam said:

　　“Now, service robot is no longer merely a service tool for us, as it provides strong support for hotel operation, and has become a part of the team. Besides, it helps us to finish work faster and serve guests more efficiently.”

　　Adam also sensitively realized the needs of privacy and self-ease of modern business travelers, young modern families and free and independent travelers from different countries and regions.

　　He said: “Sometimes, the guests don't want another person to provide face-to-face service, while the robot service can avoid the embarrassing and private problems. Specifically, to some extent, the common feelings of human beings would reduce the frequencies that guests call hotel attendants, as excessive service needs make them produce uneasiness and sense of debt. However, when using robots, the guests will not face such obstacles, but feel freer to express their service requirements.”

　　Besides, Pullman Shanghai Skyway further improves its service. For instance, when checking in, the guests will be reminded that they can choose to scan code to open the robot, or operate it by pushing buttons, so as to reduce the actual contact between them and the robots.

　　Adam said: “This is an era of change. Everything can be done through electronic screens such as mobile phones and tablet PCs. While people seek for connection with each other and pursue speed, hospitality industry also faces manifold challenges. The interaction between human and intelligent robot serves as the key to provide high-quality and valuable services.

　　The hotel service robot is a great intelligent product. At this stage, the advent of service robot will not replace anyone in the team. Instead, it has well integrated in our team and work together with us to provide more efficient services to our guests.”

　　In virtue of the international vision, Pullman Shanghai Skyway has all along dedicated itself to the supreme pursuit of quality service, providing the industry with more prospect space in the future, reshaping the contract relationship of hotel service and the link among people, feeding back and leading the industry forward.

　　[Interviewee]Mr. Adam·Peter· Schlipf, Operation Director of Pullman Shanghai Skyway

　　[Source]Yunji Technology

　　[Photo provided]Pullman Shanghai Skyway

　　[Contact]chenyi@yunji.ai

　　[Consulting]400-168-1151