The firm’s adoption of a unified payment platform has made life easier for both guests and staff across 20 countries.
One global hospitality operator of serviced apartments in Australia, Malaysia, Singapore, and across Europe, understands that continuous innovation is key to providing its guests with memorable stays.
Back in 2021, Frasers Hospitality had introduced a frictionless guest experiences across its websites, check-in and food and beverage facilities in line with COVID-19 safety protocols.
Now, the firm’s Chief Operating Officer, Mark Chan, has taken digitalization one step further: “Our guests view our serviced apartments as their home away from home. This feeling of affinity stems from our continuous commitment to making our guests enjoy the most comfortable stay,” adding that a technology partnership forged in 2021 has also simplified “back-of-house reconciliation for our operational teams.”
Through the partnership, guests arriving at the firm’s properties can spend now spend even less time at the reception area during check-ins/check outs. They can choose from more payment methods, not only online during their initial bookings but also offline, such as during check-in/check-out and at food and beverage outlets managed by the firm. Payment methods accepted now Alipay, WeChat Pay, UnionPay and GrabPay, on top of the usual major credit cards and other forms of payment available to each locality.
Better efficiency at the back end
At the back end of operations, staff can easily match payments data with occupancy data, and also command an accurate overview of occupancy trends at their fingertips. This helps teams to readily adjust their operations in a more agile manner, to anticipate and meet demand trends.
Additionally, their adopted payments platform further optimizes the round-the-clock operations of the firm’s service apartments. For example, previously during night audits, front desk staff had to manually close the standalone terminals across the property, and then post the payments information of the day into their property management system. With the payments platform in place, the information is automatically recorded into the system after each completed transaction, thereby eliminating the need for night audits.
According to Priyanka Gargav, Singapore Country Manager and Head of Commercial (South-east Asia and Hong Kong), Adyen, Frasers’ payments technology partner: “Having a single platform that sits across the entire payments chain reduces complexity for operators and we are pleased to support Frasers Hospitality in reaping efficiencies through a holistic overview of both front and back-of-house operations of their properties.”
