Roomie, a hospitality digital guest engagement platform, is intensifying efforts to grow its Malaysian hotel client base, as well as expand its services into Asia-Pacific.
The company’s expansion plans will start in Thailand in early 2024 with the setting up of a representative office in Bangkok, followed by Singapore.
June Yap, senior vice-president of Roomie, shared: “Roomie’s solutions addresses budget constraints that many independent hotels and small chains face in investing and maintaining a mobile platform to engage with today’s mobile-centric guests… this is where we come in.
“Roomie delivers all the benefits of a hotel mobile engagement platform and addresses increasing labour costs and shortages at an affordable price with zero capital investment.”
Roomie starts serving a hotel guest during reservation enquiries with its consolidated chat technology that is able to bring together chat messages from multiple chat platforms including Whatsapp, Facebook, or WeChat.
This service continues in-house, such as ordering room service, requesting for a service, obtaining information about a hotel, as well as live chat and movies on demand. Roomie’s technology automates the back-end service processes to ensure efficiency.
Yap said that the platform is currently the only service provider offering outsourced shared services that reduces hotel’s operating costs, increases guests’ satisfaction and improves the hotel’s revenue.
By adopting Roomie, hotels gain access to its 24/7 outsource human chat service agents to handle all reservation chat enquiries and in-house guests’ chat communication. The platform’s Data & AI services help hotels to measure and benchmark their service performance and increase upselling revenue, while its Dynamic Remarketing database allows hotels to improve their direct bookings by tapping into Roomie’s marketing database with more than 1.8 million travellers.
Roomie currently has around 60 hotel clients in nine states across Malaysia, said Yap. Having gone live in 2019, its marketing efforts were temporarily hampered by the Covid-19 pandemic.
With the resumption of travel and tourism, Roomie is on track to reach 150 hotels in Malaysia by end 2023, and is laying the groundwork for overseas expansion.