Amara Sanctuary: 360 Digital Transformation for Operational Efficiency
Amara Sanctuary Resort Sentosa is a luxury/premium resort nestled in the idyllic Sentosa Island, offering an unforgettable retreat to its guests. With its stunning surroundings and world-class amenities, the resort provides a haven of tranquillity and indulgence.
In 2020, Amara Sanctuary joined forces with Vouch to introduce their guest experience platform, transforming their digital guest journey. This technology offered guests a contactless and convenient experience, granting them access to a comprehensive range of services directly through their mobile devices. From effortless service requests to seamless room service ordering, guests relished in a hassle-free stay.
Witnessing the positive impact Vouch had on the guest-facing aspects, Amara Sanctuary turned to Vouch once again when they faced challenges with their backend operations. They sought a solution that would enhance productivity, empowering their operations team to deliver even better service to their valued guests throughout all touchpoints.
At that time, the resort was not utilising any dedicated solutions for hotel operations and instead relied on chat apps as their primary communication channel for task assignments. However, this approach caused significant challenges and drawbacks for them.
Pain Points:
- Information often got lost and buried beneath newer messages, which in turn led to difficulties in following up and tasks being missed.
- The hotel utilised different chat apps for different teams and purposes, which resulted in confusion and miscommunication.
Solution: Seamless Front-to-Back Task and Housekeeping Management
Amara Sanctuary appointed Vouch to examine their workflow and to implement solutions to maximise productivity and efficiency at the resort.
The transformation involved two crucial aspects of their operations: daily room assignments for cleaning (Vouch Housekeeping) and task management for in-house guest requests (Vouch Guest Experience Platform). This two-pronged approach helped the resort eliminate cumbersome manual processes, eradicating the need for excessive printing and paperwork for staff to track their tasks. The resort has transitioned to a streamlined platform where daily room assignments and tasks are efficiently distributed in an organised manner, benefiting the managers and the rest of the staff.
Transformed workflow with all-in-one automation management portal
The Vouch Guest Experience Platform is integrated into the work processes of three departments: Front Office, Housekeeping and Engineering. Each department has a unique configuration tailored to its specific workflow and operational needs. Automation is initiated when a guest submits a request and the solution intelligently routes each request to the appropriate department through a back-end task management extension, ensuring prompt attention and minimising delays. For instance, towel requests seamlessly reach the Housekeeping team, while buggy transportation inquiries are directed to the Front Office department.
This tailored routing, customisable during the system’s setup phase, ensures that the right teams receive the right tasks, optimising workflow efficiency. In this case study, we will focus on the Housekeeping department and explore how the implementation of these solutions have revolutionised their team and optimised their operations.
Vouch Guest Experience Platform
The back-end extension to the Vouch Guest Experience Platform contains a supervisor dashboard which acts as a centralised hub, compiling all incoming tasks into a single, user-friendly interface. Managers gain comprehensive visibility and control, enabling them to efficiently allocate resources and monitor task progress. On the other hand, operations staff access personalised portals through their mobile devices, ensuring instant access to their assigned tasks, even while on the move. This real-time accessibility empowers staff to stay organised, prioritise their responsibilities, and maintain a proactive approach to task management.
Vouch Housekeeping
The supervisor portal for Vouch Housekeeping acts as a single hub so managers are able to upload daily room cleaning assignments and delegate them to the respective staff accordingly. Managers now have a clear overview of their staff’s progress and better visibility on their staff’s activities. The ops portal also enables operations staff to accept and provide real-time status updates, enhancing productivity and responsiveness.
Streamlined UI Design to Optimise Managerial Performance
Through meticulous planning and our deep understanding of hotel operations, the supervisor portal interface is designed to present essential information upfront for ease of use.
The interface displays crucial details such as room number, request time, requested item, task status, and the assigned staff member’s name. With just a single glance, the Housekeeping manager can effortlessly gain an overview of all tasks and their current status, conveniently accessed from their computers. More details can be easily accessed by clicking into each task.
This streamlined view enables effective task distribution, ensuring that every request is promptly addressed. In cases where a task remains unclaimed by Housekeeping staff, the manager retains the capability to assign it to a specific individual, guaranteeing its completion.
No Missed Tasks or Delays
Previously, fragmented communication and piled up messages made tracking and follow ups extremely challenging. With Vouch Guest Experience Platform and its seamless back-end extension, tasks are streamlined, routed, assigned, and tracked efficiently, leaving no room for oversight or miscommunication.
The ops portal displays relevant tasks for each staff member, promoting focused responsibility. Staff proactively accept tasks within their capacity, further enhancing accountability.
Unlike chat apps, Vouch ensures clear and direct communication, avoiding scrolling through irrelevant messages. This boosts operational workflow, productivity, and response times while reducing errors.
Simplified and Relevant Task Instructions
Instructions for specific tasks now have a dedicated space within task management interface, ensuring clarity and precision. Within each task, a comment box allows for the inclusion of remarks or notes, facilitating seamless communication and reducing errors. This feature enables accurate follow-up and provides supervisors with effective tracking capabilities.
Poor Signal, No Problem
As a resort encompassing a large area, Amara Sanctuary faced the challenge of limited internet signal in certain areas of its compound. This limitation disrupted real-time communications and hindered the operations team’s ability to provide timely status updates. With Vouch, this was no longer an issue. The solution is specifically designed to operate seamlessly even in the absence of a strong internet signal, resulting in uninterrupted communication and efficient status updates from every corner of the resort.
Paperless and Eco Approach
Amara Sanctuary takes a step closer to its sustainable goals by implementing a paperless system, contributing to a more eco-friendly environment. By transitioning to Vouch and reducing reliance on paper, the hotel has significantly minimised its carbon footprint.
Conclusion
Amara Sentosa Singapore resort stands out as a frontrunner in the hospitality industry, prioritising guest satisfaction and operational efficiency. By partnering with Vouch and implementing the full system of Vouch, the resort has transformed the guest journey, offering seamless and contactless services that enhance convenience and satisfaction. Additionally, the resort has streamlined their operations, ensuring efficient task management and clear communication. Furthermore, their commitment to sustainability is evident through their paperless approach, reducing their ecological footprint while maintaining high-quality service.
Check out our solutions for more ideas on how technology can help hotels improve efficiency while enhancing guest satisfaction or find out how hotels can harness the power of technology to stand out from your competitors.
Schedule a meeting with our business development team for a free consultation!
Amara Sanctuary: 360 Digital Transformation for Operational Efficiency
Amara Sanctuary Resort Sentosa is a luxury/premium resort nestled in the idyllic Sentosa Island, offering an unforgettable retreat to its guests. With its stunning surroundings and world-class amenities, the resort provides a haven of tranquillity and indulgence.
In 2020, Amara Sanctuary joined forces with Vouch to introduce their guest experience platform, transforming their digital guest journey. This technology offered guests a contactless and convenient experience, granting them access to a comprehensive range of services directly through their mobile devices. From effortless service requests to seamless room service ordering, guests relished in a hassle-free stay.
Witnessing the positive impact Vouch had on the guest-facing aspects, Amara Sanctuary turned to Vouch once again when they faced challenges with their backend operations. They sought a solution that would enhance productivity, empowering their operations team to deliver even better service to their valued guests throughout all touchpoints.
At that time, the resort was not utilising any dedicated solutions for hotel operations and instead relied on chat apps as their primary communication channel for task assignments. However, this approach caused significant challenges and drawbacks for them.
Pain Points
- Information often got lost and buried beneath newer messages, which in turn led to difficulties in following up and tasks being missed.
- The hotel utilised different chat apps for different teams and purposes, which resulted in confusion and miscommunication.
Solution: Seamless Front-to-Back Task and Housekeeping Management
Amara Sanctuary appointed Vouch to examine their workflow and to implement solutions to maximise productivity and efficiency at the resort.
The transformation involved two crucial aspects of their operations: daily room assignments for cleaning (Vouch Housekeeping) and task management for in-house guest requests (Vouch Guest Experience Platform). This two-pronged approach helped the resort eliminate cumbersome manual processes, eradicating the need for excessive printing and paperwork for staff to track their tasks. The resort has transitioned to a streamlined platform where daily room assignments and tasks are efficiently distributed in an organised manner, benefiting the managers and the rest of the staff.
Transformed Workflow with All-in-One Automation Management Portal
The Vouch Guest Experience Platform is integrated into the work processes of three departments: Front Office, Housekeeping and Engineering. Each department has a unique configuration tailored to its specific workflow and operational needs. Automation is initiated when a guest submits a request and the solution intelligently routes each request to the appropriate department through a back-end task management extension, ensuring prompt attention and minimising delays. For instance, towel requests seamlessly reach the Housekeeping team, while buggy transportation inquiries are directed to the Front Office department.
This tailored routing, customisable during the system’s setup phase, ensures that the right teams receive the right tasks, optimising workflow efficiency. In this case study, we will focus on the Housekeeping department and explore how the implementation of these solutions have revolutionised their team and optimised their operations.
Vouch Guest Experience Platform
The back-end extension to the Vouch Guest Experience Platform contains a supervisor dashboard which acts as a centralised hub, compiling all incoming tasks into a single, user-friendly interface. Managers gain comprehensive visibility and control, enabling them to efficiently allocate resources and monitor task progress. On the other hand, operations staff access personalised portals through their mobile devices, ensuring instant access to their assigned tasks, even while on the move. This real-time accessibility empowers staff to stay organised, prioritise their responsibilities, and maintain a proactive approach to task management.
Vouch Housekeeping
The supervisor portal for Vouch Housekeeping acts as a single hub so managers are able to upload daily room cleaning assignments and delegate them to the respective staff accordingly. Managers now have a clear overview of their staff’s progress and better visibility on their staff’s activities. The ops portal also enables operations staff to accept and provide real-time status updates, enhancing productivity and responsiveness.
Streamlined UI Design to Optimise Managerial Performance
Through meticulous planning and our deep understanding of hotel operations, the supervisor portal interface is designed to present essential information upfront for ease of use.
The interface displays crucial details such as room number, request time, requested item, task status, and the assigned staff member’s name. With just a single glance, the Housekeeping manager can effortlessly gain an overview of all tasks and their current status, conveniently accessed from their computers. More details can be easily accessed by clicking into each task.
This streamlined view enables effective task distribution, ensuring that every request is promptly addressed. In cases where a task remains unclaimed by Housekeeping staff, the manager retains the capability to assign it to a specific individual, guaranteeing its completion.
No Missed Tasks or Delays
Previously, fragmented communication and piled up messages made tracking and follow ups extremely challenging. With Vouch Guest Experience Platform and its seamless back-end extension, tasks are streamlined, routed, assigned, and tracked efficiently, leaving no room for oversight or miscommunication.
The ops portal displays relevant tasks for each staff member, promoting focused responsibility. Staff proactively accept tasks within their capacity, further enhancing accountability.
Unlike chat apps, Vouch ensures clear and direct communication, avoiding scrolling through irrelevant messages. This boosts operational workflow, productivity, and response times while reducing errors.
Simplified and Relevant Task Instructions
Instructions for specific tasks now have a dedicated space within task management interface, ensuring clarity and precision. Within each task, a comment box allows for the inclusion of remarks or notes, facilitating seamless communication and reducing errors. This feature enables accurate follow-up and provides supervisors with effective tracking capabilities.
Poor Signal, No Problem
As a resort encompassing a large area, Amara Sanctuary faced the challenge of limited internet signal in certain areas of its compound. This limitation disrupted real-time communications and hindered the operations team’s ability to provide timely status updates. With Vouch, this was no longer an issue. The solution is specifically designed to operate seamlessly even in the absence of a strong internet signal, resulting in uninterrupted communication and efficient status updates from every corner of the resort.
Paperless and Eco Approach
Amara Sanctuary takes a step closer to its sustainable goals by implementing a paperless system, contributing to a more eco-friendly environment. By transitioning to HOME and reducing reliance on paper, the hotel has significantly minimised its carbon footprint.
Conclusion
Amara Sentosa Singapore resort stands out as a frontrunner in the hospitality industry, prioritising guest satisfaction and operational efficiency. By partnering with Vouch and implementing the full system of Vouch, the resort has transformed the guest journey, offering seamless and contactless services that enhance convenience and satisfaction. Additionally, the resort has streamlined their operations, ensuring efficient task management and clear communication. Furthermore, their commitment to sustainability is evident through their paperless approach, reducing their ecological footprint while maintaining high-quality service.
Check out our solutions for more ideas on how technology can help hotels improve efficiency while enhancing guest satisfaction or find out how hotels can harness the power of technology to stand out from your competitors.
Schedule a meeting with our business development team for a free consultation!