Meet us at ITB Berlin 2025 and get exclusive insights into latest tools & features!

Read more
EN / DE

A Superior Guest Experience: Efficient Handling of Guest Requests 

1197

guest requests in 3 months

110

completed repairs per month

1st

hotel using hotelkit in China

The Radisson Hotel Group is an international hotel chain, consisting of nine distinctive brands, more than 70,000 employees, and over 1,140 hotels in 95+ countries around the world. Rapid growth and a continuously expanding portfolio characterize the international hotel chain. Under the umbrella brand Radisson Hotels, the brands Radisson Collection, Radisson Blu, Radisson, Radisson RED, Radisson Individuals, Park Plaza, Park Inn by Radisson, Country Inn & Suites by Radisson, and prizeotel are united. Over 350 Radisson properties already use hotelkit to manage their daily operational processes. 

Radisson Blu Hotel Chongqing, China

radissonhotels.com

Country

China

Rooms

308

“With hotelkit I can monitor the work progress, even though I spend most of my time at the second hotel. I always have an overview of all created and completed guest requests.”

Philip Peng

Director of Operations,
Radisson Chongqing South Hot Spring 

hotelkit has been a long-standing partner of Radisson Hotel Group for many years now. The platform designed for internal communication and collaboration will now also continuously be rolled out in the APAC region. The Radisson Blu Hotel Chongqing in China has been working with hotelkit since 2022 and is one of the first properties in this region that have started digitalizing their day-to-day work. In this interview, Philip Peng, Director of Operations, and May Zeng, Executive Housekeeper, tell us about the efficient processing of guest requests and the digital repair management in hotelkit. 

How does hotelkit support the Operations department? 

Philip: At the moment, I’m in charge of the coordination and implementation of hotelkit at Radisson Blu Chongqing. Additionally, I currently spend a lot of time in the Radisson Chongqing South Hot Spring hotel, which is currently in the pre-opening phase, and hotelkit hasn’t yet been implemented. 

We use the guest requests and repairs tools the most as, in my opinion, they cater to the core needs of hotels. Before the implementation of hotelkit, guest requests were communicated to the guest service center via telephone and then communicated to the respective department. Since the implementation of hotelkit, all requests are created in the guest requests tool in hotelkit. We no longer use the phone to communicate guest requests. 

Real-time tracking of guest requests 

Philip: Via my smartphone, I can access hotelkit at all times and from anywhere. This saves a lot of time and accelerates all work processes. With hotelkit I can precisely track at what time a guest request was created and when it was carried out. Through the statistics function, I can observe how much time it took us to complete a guest request, making productivity directly quantifiable. Should a guest request still be undone after a certain amount of time, I can remind the responsible staff of the request. This has proved highly beneficial for our Operations department. 

Prompt fulfillment and documentation of guest requests 

May: When the occupancy in our hotel is very high, there is, of course, also an influx of guest requests. A lot of guest requests, for example, soap and other hygiene products. With hotelkit these guest requests are transmitted quickly and clearly to the responsible staff. 

Enhanced planning, reduced costs 

May: My favorite hotelkit function is documenting all the requested products. This enables us to factor in frequently demanded items during procurement and ensure higher stocking levels. It also contributes to cost control. 

Easy repairs management 

May: Our housekeeping supervisors check the room on a daily basis. If necessary, they create a repair order in hotelkit, which is a fairly simple process as it is only necessary to type in the room number and the repair order. Further details can be added in the text box. 

hotelkit Setup – First Hotel in China 

Training in Native Language

Philip: We are very pleased with hotelkit’s customer support. Due to the time difference with the hotelkit headquarters in Austria, we initially communicated a lot via email. At a later point, online trainings were held in the mother tongue of our employees, which facilitated the implementation enormously. Everyone participated and questions were answered on the spot. This was extremely effective. 

Tutorial videos and intuitive search function 

Philip: Furthermore, the many Chinese tutorial videos in hotelkit are a valuable resource for reviewing all functions & features at a later point. The keyword search function enables everyone to find specific tutorials. To onboard new employees, we use videos that provide simple explanations of the hotelkit functions. This is very helpful. 

Would you recommend hotelkit? 

Philip: Of course, we recommend hotelkit without any reservations. hotelkit has transformed our traditional work approach by digitalizing our work processes and, at the same time, increased our productivity levels. Our day-to-day work is now measurable and displayed in exact numbers, allowing for better planing and control. 

Similar stories

Successful Pre-Opening for Family-Run Hotel Group 

Successful Pre-Opening for Family-Run Hotel Group with hotelkit

charming hotel room of Radisson Blu Hotel Bergen, interior mostly in red
24 hours time saving per week, with digital housekeeping at Radisson Bergen 

24 hours time saving per week, with digital housekeeping at Radisson Bergen 

Newsletter

Stay up to date with the latest in the hospitality industry. Sign up for our monthly newsletter to receive industry insights, product updates, partner offers, and more.