Sandeep Singh

Director of Operations, JW Marriott Mumbai Sahar

Delivering great digital experiences is no longer a “nice-thing to have”, it has become a necessity and the pandemic changed many aspects of the hospitality industry and technology was a great driving force. Technology is not only a pivotal step towards providing information in a timely and accurate manner but it is also important in easing out processes.

Today, personalization is the heart of great experiences and to deliver this one requires a ton of data and hence the implementation of an efficient system. Providing quality services to our guests and having efficient communication within one’s premises, are an essential part of the hospitality industry.

We at JW Marriott Mumbai Sahar always believe in offering our guests seamless and unique experiences and all our endeavors are focused towards making our guests stay memorable. Enhancing guest experiences in order to increase guest satisfaction is the key goal for our hotel. The technological advancements at JW Marriott Mumbai Sahar have helped guests interact with the team seamlessly and be aware of the hotels various offerings.

The new technological advancements that we are setting up is a guest experience interface where a guest can scan a QR code available on our television screen for information on the hotel. The tool also allows guests to order food via in-room dining. It has made information readily available and hence helped in identifying and satisfying the immediate needs of our guests.

This also helped in reducing physical and telephonic guest interaction whilst making it seamless for guests to view and engage with the team. Improving the accuracy of information within our team, this advancement ensures that the entire team is working with consistent, updated information and basing decisions on accurate insights.

The use of paper has always been a critical part of our industry. It was used for printing receipts, documents, and financial audits. In addition to the usual environmental harm it causes, this system did bring some inefficiencies. Digitization has helped us make our facility eco-friendly as well as provide better and efficient services.

Taking this initiative forward, our hotel has also replaced all printed collaterals with a Digital Signage that allows us to schedule content for various time slots.

We are also working with Ecobilz, a platform to perform common operations in a contact-less manner. This tool allows the provision of registration cards via email/WhatsApp in advance for a seamless guest check-in, and thus eliminating the use of paper.

This rapid access to real-time information by new age software’s has empowered our people to contribute to profitability and the utilization of these technologies and has helped eliminate bottlenecks. Therefore, the associates are able to focus more on their core job roles in a faster and simplified manner.

Whether our guests need a relaxing break, a comfortable working stay, or just a pleasurable experience, our initiatives make their stay truly convenient and these memorable experiences create great long-term relationships.