The dynamic relationship between Vinpearl, Vietnam’s premier hospitality brand, and VinHMS, its technology arm, has elevated the guest experience and operational efficiency across its properties.
This collaboration recently earned them the Best Use of Hotel Integrated Technology award at the Hotel Technology Awards Asia 2024 in Singapore.
By seamlessly integrating cutting-edge technology, they have set a benchmark for the hospitality industry in driving both innovation and revenue growth.
Seamless integration of advanced systems
At the core of Vinpearl’s operational success lies the CiHMS platform, developed by VinHMS. Hoang Nguyen, CEO of VinHMS, highlighted its capabilities:
“A complete management platform with major operation modules integrated deeply and natively with each other enhances both efficiency and guest experiences.”
From managing room rates via the Rate and Revenue Management module to streamlining bookings through the Central Reservation module, every department benefits from automation.
The platform’s versatility extends to travel agents, who now manage their inventories through the Portal for Travel Agents.
Nguyen shared, “Most activities are now being done online. After deploying the PTA to all travel agents, Vinpearl reduced around 100 call centre staff to just two.” This shift not only cut costs but also improved response times for agents and guests alike.
Innovations like QR payments and digital keys add further value. “Integration with Vingcard allows digital keys on the mobile app,” Nguyen explained, noting the cost-effectiveness of QR payment systems, which also enhance guest satisfaction.
Driving revenue and guest satisfaction
VinHMS’s technology has delivered impressive financial results. Hotels implementing QR menus have seen a 30-40% boost in room service revenue during peak seasons.
Nguyen elaborated, “A flexible Rate & Revenue module allows sales to build promotions, combining values of hotels and theme parks. This has enabled Vinpearl to multiply its direct booking revenue within three years.”
Such tools also free up staff to focus on personal interactions. “Technology acts as a helping hand,” Nguyen emphasised. While systems automate routine tasks, staff remain responsible for delivering personalised experiences, such as setting up special amenities for guest celebrations.
Overcoming challenges to innovate
Deploying such sophisticated systems came with challenges. According to Nguyen, initial scepticism about return on investment posed a hurdle: “It’s easy to see the benefits once it happens, but it was hard to recognise in the beginning.”
An agile approach helped address concerns, with initial rollouts targeting smaller properties before expanding to larger ones.
The success of Vinpearl’s digital transformation reflects the leadership’s commitment to balancing innovation with the personal touch guests expect. As Nguyen noted, “Technology gives staff more time to interact with guests, providing a more personal touch.”
A vision for the future
Looking ahead, Vinpearl and VinHMS remain committed to pushing technological boundaries. Nguyen stated, “To stay ahead, Vinpearl understands they need to innovate continuously, from online pre-check-ins to better staff scheduling.”
With artificial intelligence and advanced data analytics on the horizon, the partnership aims to further refine operations while delivering unforgettable guest experiences.
This powerful alliance between Vinpearl and VinHMS not only exemplifies operational excellence but also highlights how strategic technology use can transform luxury hospitality into an art form.
