Tech brings more convenience and safety

According to Albar, the hotel uses technology to elevate the guest experience, whether it be online, offline, on-property and off-property.

"We have indeed adopted a series of technological tools before in an effort to offer a more convenient experiences to guests," he said. "I think its value and effect has become more visible since the outbreak of COVID-19. Guests can feel the true power of staying mobile."

For example, the hotel is working on a mobile check-in service. Guests will input information via a mobile app and complete their check-in online in future instead of the traditional face-to-face contact at the reception desk.

"This has proved very effective and efficient. It not only saves time but also helps control social distancing, which is an important part of curbing virus transmission," he said.

The hotel's enhanced e-butler service also allows guests to make their requests and communicate with the hotel's butlers online. They will receive feedback instantly and efficiently.

In addition, the hotel has also leveraged social media tools and channels, encouraging guests to share their travel experiences, according to Albar.

"We have received many constructive suggestions via social media and they help us to further improve our service and product quality," he said.

"We also use social media platforms and iWOM(internet 'word of mouth') to spread our hotel's happenings and promotions to our guests, which we found is a very cost-effective and efficient way," he said.

"Over the past decade, the hospitality industry has gone through tremendous changes," he added."In this course, digitalization has emerged as a key performance indicator for all hotels. I think being digitized will play a greater role in the near future, opening endless possibilities."