Marina Bay Sands, Singapore’s largest hotel, has launched a new feature on its mobile application that allows guests to skip the conventional check-in and check-out process at the front desk. With the new initiative, users can pre-register wherever they are, check in, and complete verification requirements on their mobile phones as they step through the doors of the hotel.
Guests will be able to use their mobile phones as digital keycards to access their rooms and hotel lifts, and to order in-room dining. The development is part of a larger customer service roadmap aimed at enhancing the digital experience across all touchpoints of the guest journey.
The mobile application is a one-stop information portal offering customers ease of access to the latest happenings at the integrated resort, as well as ticketing engines, rewards programme, parking redemptions, and more. Users can look forward to even more enhancements in the pipeline, including in-app capabilities to retrieve and make contactless payment for valet parking, as well as view their e-tickets to attractions, among others.
Paul Town, Chief Operating Officer of Marina Bay Sands, said that the hotel has always embraced technology in its constant pursuit to enhance service standards and convenience for its guests. “Our aim is to not only transform the conventional check-in experience but to also allow guests to truly maximize their time and start discovering the property from the moment they arrive,” he added.
Guests can make a reservation with the hotel and use the Marina Bay Sands mobile app to log in with a membership ID and carry out four simple steps to complete the check-in process. The steps include scanning a government-issued Identity Document, taking a selfie photo to verify identity via facial recognition technology, confirming personal details, and activating digital keys for room and lift access upon arrival at the hotel.
In addition to mobile check-in and digital key access, guests can request in-room amenities and order in-room dining through the app. At the end of their stay, guests can also verify their room bill and check out without having to queue at the lobby or drop off physical keycards.
The new services are an extension of Marina Bay Sands’ tech-enabled journey, which includes the pioneering of industry-first RFID-enabled express check-out boxes to optimize room inventory and minimize waiting time for guests checking in. The innovation incorporates Robotic Process Automation (RPA) and was later shared for adoption across Las Vegas Sands’ other properties.
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