Thu Sep 19 07:05:00 UTC 2024: ## Hotel Tech Takes Center Stage: InterContinental Taiwan Showcases AI-Powered Guest Experience
**Kaohsiung, Taiwan** – Robbert Manussen, Area General Manager of InterContinental Hotels & Resorts in Taiwan, is leading the charge in hospitality innovation, embracing cutting-edge technology to deliver a truly exceptional guest experience. In a recent episode of the Hotel Moment podcast, Manussen shared his insights with Karen Stephens, Revinate’s Chief Marketing Officer, highlighting how technology is transforming the industry.
The InterContinental Kaohsiung, opened during the pandemic, stands as a testament to Manussen’s forward-thinking approach. The hotel boasts a completely paperless back-of-house operation, with a strong focus on automation and guest engagement. One key innovation is the implementation of **voice control technology** in every guest room. Guests can interact with the hotel’s AI assistant to control lighting, temperature, request services, and even receive personalized recommendations.
“We’re operating at the moment in three main languages: Mandarin, English, and Japanese. It is powered by a language module, so it is learning on its own as well,” said Manussen.
This AI integration not only elevates the guest experience but also provides valuable data for personalization and operational optimization. The hotel is gathering data on guest requests, preferences, and even usage patterns of the voice control system. This data will be used to further personalize services and enhance guest satisfaction.
Manussen also emphasizes the importance of **integrating technology across the entire hotel ecosystem**, from guest rooms to back-of-house operations. This includes using a cloud-based telephone system to collect data on guest calls, streamlining processes with an automated back-of-house system, and leveraging data to make informed decisions about sustainability initiatives.
The InterContinental Kaohsiung has implemented a **sustainable water solution**, replacing plastic bottles with individual water taps in every room and offering bamboo thermos flasks for guests. This change, driven by data analysis, has seen a significant reduction in water bottle requests and a surge in thermos flask sales.
“We’re not just investing in technology for the sake of it. We’re searching for solutions that add real value, improve efficiency, and enhance the guest experience,” emphasized Manussen.
His advice for other hoteliers is to:
* **Embrace a proactive approach to technology adoption.**
* **Invest in training for staff on new technologies.**
* **Focus on technologies that address specific needs and enhance guest experience.**
* **Create a culture of innovation where technology is seen as an aid to development and efficiency.**
Manussen’s leadership at the InterContinental Kaohsiung showcases the power of leveraging technology to elevate the guest experience, drive operational efficiency, and position hotels for future success. The hotel’s commitment to innovation is attracting a younger workforce and setting a new standard for hospitality in Asia Pacific.
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