Orchard Hotel revamp whisks heritage property into experience age

Hotel lobby

The heritage Orchard Hotel has completed its multimillion-dollar renovation, spanning 260 guest rooms, the lobby, two dining establishments and MICE facilities.

The 40-year-old property last week emerged from its makeover to boast a “360-degree guest experience”.

This features hardware upgrades such as autonomous room service and chef associate robots; polished new dining spaces Hua Tin, Bar Intermezzo and The Orchard Cafe; a new contemporary clock tower; and 260 sleekly refurbished guest rooms each equipped with a Handy smartphone and six USB ports.

Jean-Philippe Jacopin, general manager, Orchard Hotel, revealed that the hotel is currently working with the Singapore University of Technology and Design to develop a luggage and linen delivery robot.

The hotel refresh comes at a timely juncture as Orchard Road gears up for a major transformation and traveller demands for accommodation are changing, remarked Jacopin.

He explained: “We are facing great competition around us, as there are many beautiful hotels here. We’re working very hard with the Singapore Tourism Board to revamp and enhance the old charm of this area.”

One way in which the revitalised hotel will pull its share of guests is through revamping the guest experience, using tools such as data and staff training to elevate customer satisfaction.

“Today, the hotel is more vibrant and elegant. The service of today is completely different from that of before. People now have no time, we have to be fast, and there’s no margin for error. Each customer is now a VIP who deserves my attention. For our reception, we are working a tool that scans guests passports without our staff having to touch it,” said Jacopin.

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