Page 16 - Berita Sunway - Issue 71

Features

DIGITAL

TRANSFORMATION

NEEDED – WITH OR

WITHOUT A PANDEMIC

Embracing digital transformation is crucial to not just
survive the pandemic – it also keeps hospitality players

relevant in a constantly changing world.
he hospitality industry is arguably
among the hardest hit sectors of
Tthe COVID-19 pandemic, with the
Malaysian Association of Hotels reporting A DIGITAL UPDATE and in the gym, which are both powered by the
tourism revenue losses of RM6.53 billion world leading company in fitness, wellness and
in 2020. According to Malaysian Tourism, One of the components of Sunway Resort’s digital solutions, Technogym,” Castaldi said.
Arts and Culture Minister Datuk Seri Nancy transformation involves updating the digital
Shukri, 204 tourism and hotel operators infrastructure, a move that is in line with Sunway Internet Protocol television (IPTV) and telephone
in Malaysia were forced to shutter due to Group’s digital transformation programme, said (IP phone) will be new features in Sunway Resort’s
the Movement Control Order (MCO) as of Sunway City Kuala Lumpur Hotels senior general hotel rooms, allowing guests to access information
November last year. manager, Alex Castaldi. on the hotel facilities and services, mobile screen
mirroring, as well as order food via the new digital
Sunway Resort too was not spared from the As the pandemic has altered consumer behaviour, TV units, eliminating paper usage.
drop in tourist numbers, exacerbated by the hotels need to reimagine the customer experience
closure of international travel borders and the and reengage with customers to build and maintain Sunway Resort’s hotel management system is
implementation of MCO in 2020. However, their trust, he said. in the cloud through its integration with Oracle
instead of languishing in its unfortunate Hospitality Opera Cloud service, streamlining
predicament, Sunway Group’s most prized “Digital transformation is no longer an option. reservations, easing arrivals and check-ins,
hospitality asset seized the opportunity to cut Due to the global pandemic, people now rely and simplifying check-outs. Guests can register
its losses and embark on a RM249 million more on digital solutions to access information digitally on screen and will be billed online, with
once-in-a-generation transformation to and to avoid face-to-face interactions as much as communication via email. Registration staff will
upgrade its facilities, including digitalising its possible, we too must create a more seamless guest be equipped with tablets and can escort guests
operations, welcoming a new era of hospitality experience, by automating and streamlining the around the hotel to provide better service instead
when it reopens in phases starting Q3 this year. travel process,” Castaldi said. of being confined to the front desk. The Group is
also planning to set-up self-service kiosks at other
The most extensive refurbishment in Sunway A digital feature that will be available in the new hotels, introducing the paperless registration where
Resort’s 24-year history, the initiative aims to Sunway Resort is a multi-purpose “Super App” guests are able to have a seamless self-directed
position the hotel as one of the top hospitality that guests can use to book their hotel stay, check check-in and out, improving efficiency and
and entertainment developments in Asia. The in, unlock the room door, act as a TV remote providing convenience to all.
new Sunway Resort will feature seamless digital control, make and receive calls from the guestroom
integration, reimagined 477 rooms, specialist telephone, as well as remotely manage the curtains, “Digitalisation enables us to fulfil our commitment
suites, signature restaurants, as well as extensive air conditioner and lights. “Everything will be at to sustainability by saving paper and resources in
family and health facilities. their fingertips with this one-stop app. We are also whatever ways we can. We also save on hardware
partnering with Fitscovery to offer on-demand costs and Sunway City will be seamlessly connected.
videos and live online fitness workouts with Menara Sunway for instance, is already employing
16 certified coaches, available in the Wellness Suites the IP phone,” he said.