Shangri-La Hotels and Resorts has invested over US$3 million in setting up MICROS-Fidelio’s OPERA Central Reservations and Customer Information Systems . These state-of-the-art systems ensure that negotiated rates can be booked through all channels with even higher levels of guest recognition through the sharing of individual preferences at all 42 Shangri-La hotels as well as new properties as they open.
Members of the Golden Circle, Shangri-La’s frequent guest recognition programme, will also soon be able to manage their relationship with Shangri-La through the company’s website.
Reservations can be made for any Shangri-La property using the group’s worldwide toll-free numbers and the group assures callers of last room availability and best applicable rates.
In addition to existing reservation centres in Hong Kong, Tokyo and London, a new call centre in Kuala Lumpur recently opened. With this new centre, Shangri-La has established new toll-free numbers to service Indonesia, Malaysia, Philippines, Singapore, Taiwan, Thailand, India, the Middle East and South African markets, making it easier to book any of the group’s hotels. For those calling from mainland China there are now also two toll-free reservations numbers for northern and southern China. Existing toll-free reservations numbers remain the same for Australia, New Zealand, Japan, South Korea, Europe and North America.
Commenting on the new systems, Martin F. Waechter, Shangri-La’s chief marketing officer, said: “Shangri-La is renowned worldwide for its highly personalised service. The new systems will allow us to support our staff and ensure consistent service delivery. The easy access to information will help us identify trends enabling us to anticipate guest needs and exceed expectations.”