Dorsett is rolling out multiple technology innovations across Australia with solutions at both Dorsett Gold Coast and Dorsett Melbourne. The technology roll-out allows upskilling for current staff and is designed to deliver a more personalised guest experience and ensure smooth operations behind the scenes.
Dorsett is rolling out multiple technology innovations across Australia with solutions at both Dorsett Gold Coast and Dorsett Melbourne. The technology roll-out allows upskilling for current staff and is designed to deliver a more personalised guest experience and ensure smooth operations behind the scenes.
The hotels’ digital solutions are designed to cater to the tech-savvy Dorsett Hotel customer. As a Hong Kong hospitality brand, Dorsett is tech-forward, innovating for the greater good of the customer experience. Tech solutions free up staff to provide a more hands-on experience right throughout the hotel – not just at check out.
Guest Service Robots (GSR)
Dorsett Melbourne and Gold Coast* are embracing the future by appointing two Guest Services Robots (GSR) to support staff in giving guests the best possible experience. The robots are among the first of their kind in the Australian hospitality industry and have been nicknamed Tim and Tam by the Gold Coast team and Dorothy and Dexter by the team in Melbourne. They are designed to create a streamlined check-in experience.
With a one-off pre-arrival registration, the entirely paperless check-in process can be carried out with the GSR, which have been programmed to greet guests, conduct the check-in process and provide guests with their keys. The robots will also provide information on local attractions and events.
Designed by Hong Kong start-up Bluepin, the new Dorsett Melbourne and Gold Coast robots will not replace human staff but rather reduce waiting times by around 60% while offering job enhancement and upskilling to our staff. The technology also controls hotel staff workflow during peak arrival times, improving customer service.
Using data from a single day of operations at Dorsett Melbourne there were 614 check in/outs with the GSR freeing up a whopping 51 hours of time that the staff have used to provide more comprehensive and personalised service for guests, as they are no longer tied to the front desk.
Narelle Welsh, Director of Sales and Marketing at Dorsett Melbourne says, “By using technology to free up our time at the front desk, the team are able to provide better service to our guests. We now have the time to be more attentive to the guest experience and the hotel runs more smoothly as a result.”
Christian Wachter, General Manager at Dorsett Gold Coast says, “It’s exciting to be rolling out these technology features across our hotels. Being able to serve our guests is why we are all here and it’s exciting to see the ways in which we can provide this level of customer service for our guests through the support of technology.”
HiJiffy, Hi-Tech Concierge
Dorsett Gold Coast enhances the guest experience through technology. A guest’s journey begins with the state-of-the-art software program, HiJiffy – an AI powered conversational tool that is embedded on Dorsett Gold Coast’s website and soon to be rolled out in Melbourne too. The Chatbot provides instant replies, streamlines queries and performs bookings. Guests engage with the Chatbot and ask questions, receiving instant automated responses such as “Where can I park?” If the Chatbot is unable to answer, the question is transferred to the reservation team, who are notified via email. The Chatbot has over 150 FAQs and is frequently updated and optimised, in response to guest feedback.
Dorsett Gold Coast also utilises the powerful Virtual Concierge capability of HiJiffy, which sees the automated system distributing pre-arrival, prior to departure and feedback communication via mobile applications and email to guests. This consists of key information for guests and also includes the Chatbot widget.
EyeJack Augmented reality artwork
EyeJack is an Art and Technology company that creates experiences. Specialising in augmented reality, EyeJack has created another layer to several artworks throughout Dorsett Melbourne by creating immersive experiences that guests can access through their phone by scanning a QR code.
3D AR components compliment the physical Diva Garden sculpture in the central courtyard, and guests are welcomed to the hotel with an AR artwork at the entrance. Simply scan the QR code to experience it on arrival.
EyeJack is at the forefront of art and technology industries and has won Anthem, Webby and Auggie awards as well as being featured at international festivals including Sundance and Tribeca.
OPERA Cloud
Behind the scenes operations has also adopted new technologies with Dorsett Melbourne and Dorsett Gold Coast utilising OPERA Cloud as a property management system. Created by Oracle Hospitality, OPERA Cloud is primarily used as an intuitive booking, front desk management and reservations system, while also providing support to manage operational tasks such as guest preferences, and room inventory while updating data in real time.
OPERA Cloud data is able to be accessed by all staff across the hotel, at all times.
Other technology-based features of the hotels include in-room dining through QR code ordering, and paperless Do Not Disturb signs that are colour-coded with a miniature keypad in each room. Digital scala display screens have been placed in the lobby to display promotions and event information. All televisions throughout the hotels have Chromecast for easy streaming from a phone to the TV.
* Dorsett Melbourne has both check-in and check-out set up, and Dorsett Gold Coast has check-out set up with plans to roll out the check-in service in the coming months.