Singapore – Popular hotel and integrated resorts Marina Bay Sands has rolled out new features in its mobile app in order to improve guest experience. Some of the features include allowing mobile check-ins and the launch of digital keycards for hotel guests.
These new services kick off a significant programme under the integrated resort’s customer service roadmap to elevate the end-to-end digital experience across all touchpoints of the guest journey. These new functionalities and many more features are now available on Marina Bay Sands’ mobile application for both Android and Apple users.
Upon making a reservation with the hotel, guests can use the Marina Bay Sands mobile app to log in with a membership ID and carry out steps to complete the check-in process. First users must scan a government-issued identity document, then take a selfie photo to verify identity via facial recognition technology, followed by confirming personal details, and lastly activate 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.
For Paul Town, chief operating officer at Marina Bay Sands, the aim of the new mobile app features is to not only transform the conventional check-in experience, but to also allow guests to truly maximise their time and start discovering the property from the moment they arrive. He also adds that they have big plans for their digital offerings and are investing heavily to enhance the overall customer journey across even more touchpoints.
“Marina Bay Sands has always embraced technology in our constant pursuit to enhance service standards and convenience for our guests. Regarded as a breakthrough for a standalone hotel of our scale in Singapore, our new mobile offerings will enable an effortless end-to-end guest experience to create new value for our customers. These innovations will also enable our team members to take on higher-value tasks such as rendering more personal service to our guests,” Town said.
