Over 90% Automation Rate for In-Room Dining Ordering at Alila SCBD Jakarta

In the heart of Jakarta’s bustling Sudirman Central Business District (SCBD) stands a beacon of luxury and tranquility – Alila SCBD Jakarta. Renowned for seamlessly melding contemporary design with the vibrant energy of Indonesia’s capital city, this upscale establishment promises an unforgettable experience for both business and leisure travellers. With its remarkable architecture, world-class amenities, and impeccable service, Alila SCBD has etched its name as a sanctuary of comfort and style in Jakarta.
At the helm of Alila SCBD’s culinary experience are two unique restaurants conceptualised by none other than Michelin-starred chef Jean-Georges’ son, Cédric Vongerichten. The hotel takes its culinary offerings seriously, and this commitment to excellence extends to every aspect of guest satisfaction.
Recognising the need to adapt to the evolving landscape of innovation and enhance guest experiences, Alila SCBD made a strategic decision to pick Vouch as their preferred technology partner.

Revolutionising the Guest Experience

Before embracing Vouch’s transformative technology, Alila SCBD relied on a chat app as its primary communication channel. This app served as a catch-all for all departments within the hotel, but it was inefficient for its intended purpose and prone to errors that might jeopardise the quality of guest services.

Alila SCBD sought to enhance its operational efficiency across various departments. The breakthrough came just one month after implementing the Vouch Guest Experience Platform, with a remarkable focus on contactless in-room dining. The solution has reduced phone calls pertaining to F&B ordering by 70% and automated 92% of all room service orders. Instead of the conventional method of calling the call centre to place their orders, most of the transactions have been seamlessly digitised, with requests instantly transmitted directly to the room service team.

The hotel also saw a 2.8 times increase in room service orders, thanks to an engaging digital menu. Moreover, the benefits of this partnership extended far beyond these statistics.

1. Reduced Call Volume

The intuitive interface of the platform empowers guests to swiftly access the information they seek via their mobile devices, eliminating the need for extensive calls to the hotel’s call center. Furthermore, guests now find it more convenient to place requests and orders through the digital platform, contributing to a substantial reduction in call center inquiries. This shift toward a digital-first approach has significantly enhanced the guest experience, allowing them to engage with the hotel seamlessly.

2. Increased Productivity

Technology has breathed new life into Alila SCBD’s operations, liberating staff from routine tasks and allowing them to allocate more time to meaningful endeavors. With operational processes streamlined, the hotel’s dedicated staff can now focus on addressing intricate challenges, providing delightful services, and delivering prompt service recovery. This newfound productivity has elevated the overall efficiency and effectiveness of the hotel’s operations.

3. Enhanced Order Accuracy

With guests placing orders and requests directly through their mobile devices, the risk of human errors and miscommunication that often plagues phone-based orders has been entirely eliminated. This not only ensures that guests receive their orders precisely as requested but also reduces the need for runners to make multiple trips to rectify order-related mistakes.
The partnership between Vouch and Alila SCBD has transformed the hotel’s operations, propelling it into a new era of hospitality excellence. By embracing technology and prioritising the guest experience, Alila SCBD has solidified its position as a trendsetter in the hospitality industry.
“As a proud participant of the World of Hyatt loyalty program, we continuously raise our service standards to delight members and guests who have chosen us as their preferred hotel in Jakarta. That’s why we’re so excited to offer the Vouch Guest Experience Platform to our esteemed guests. This is a new level of operations automation that allows us to better serve our guests and provide them with the best possible experience.
The team at Vouch has been there every step of the way to ensure a smooth transition to the new platform. We’ve already seen a significant drop in our daily call volume, and we’ve even experienced a surge in room service orders!
We’re grateful for the partnership with Vouch and we look forward to continuing to work together to provide our guests with the best possible experience.”

– General Manager, Mr. Alasdair N. Davidson

Over 90% Automation Rate for In-Room Dining Ordering at Alila SCBD Jakarta

In the heart of Jakarta’s bustling Sudirman Central Business District (SCBD) stands a beacon of luxury and tranquility – Alila SCBD Jakarta. Renowned for seamlessly melding contemporary design with the vibrant energy of Indonesia’s capital city, this upscale establishment promises an unforgettable experience for both business and leisure travellers. With its remarkable architecture, world-class amenities, and impeccable service, Alila SCBD has etched its name as a sanctuary of comfort and style in Jakarta.
At the helm of Alila SCBD’s culinary experience are two unique restaurants conceptualised by none other than Michelin-starred chef Jean-Georges’ son, Cédric Vongerichten. The hotel takes its culinary offerings seriously, and this commitment to excellence extends to every aspect of guest satisfaction.
Recognising the need to adapt to the evolving landscape of innovation and enhance guest experiences, Alila SCBD made a strategic decision to pick Vouch as their preferred technology partner.

Revolutionising the Guest Experience

Before embracing Vouch’s transformative technology, Alila SCBD relied on a chat app as its primary communication channel. This app served as a catch-all for all departments within the hotel, but it was inefficient for its intended purpose and prone to errors that might jeopardise the quality of guest services.

Alila SCBD sought to enhance its operational efficiency across various departments. The breakthrough came just one month after implementing the Vouch Guest Experience Platform, with a remarkable focus on contactless in-room dining. The solution has reduced phone calls pertaining to F&B ordering by 70% and automated 92% of all room service orders. Instead of the conventional method of calling the call centre to place their orders, most of the transactions have been seamlessly digitised, with requests instantly transmitted directly to the room service team.

The hotel also saw a 2.8 times increase in room service orders, thanks to an engaging digital menu. Moreover, the benefits of this partnership extended far beyond these statistics.

1. Reduced Call Volume

The intuitive interface of the platform empowers guests to swiftly access the information they seek via their mobile devices, eliminating the need for extensive calls to the hotel’s call center. Furthermore, guests now find it more convenient to place requests and orders through the digital platform, contributing to a substantial reduction in call center inquiries. This shift toward a digital-first approach has significantly enhanced the guest experience, allowing them to engage with the hotel seamlessly.

2. Increased Productivity

Technology has breathed new life into Alila SCBD’s operations, liberating staff from routine tasks and allowing them to allocate more time to meaningful endeavors. With operational processes streamlined, the hotel’s dedicated staff can now focus on addressing intricate challenges, providing delightful services, and delivering prompt service recovery. This newfound productivity has elevated the overall efficiency and effectiveness of the hotel’s operations.

3. Enhanced Order Accuracy

With guests placing orders and requests directly through their mobile devices, the risk of human errors and miscommunication that often plagues phone-based orders has been entirely eliminated. This not only ensures that guests receive their orders precisely as requested but also reduces the need for runners to make multiple trips to rectify order-related mistakes.
The partnership between Vouch and Alila SCBD has transformed the hotel’s operations, propelling it into a new era of hospitality excellence. By embracing technology and prioritising the guest experience, Alila SCBD has solidified its position as a trendsetter in the hospitality industry.
“As a proud participant of the World of Hyatt loyalty program, we continuously raise our service standards to delight members and guests who have chosen us as their preferred hotel in Jakarta. That’s why we’re so excited to offer the Vouch Guest Experience Platform to our esteemed guests. This is a new level of operations automation that allows us to better serve our guests and provide them with the best possible experience.
The team at Vouch has been there every step of the way to ensure a smooth transition to the new platform. We’ve already seen a significant drop in our daily call volume, and we’ve even experienced a surge in room service orders!
We’re grateful for the partnership with Vouch and we look forward to continuing to work together to provide our guests with the best possible experience.”

– General Manager, Mr. Alasdair N. Davidson