TECHNOLOGY
CLICK TO WATCH : ‘ 21ST CENTURY HOSPITALITY – EDWARDIAN HOTELS LONDON ’
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innovation has been the launch of virtual host “ Edward ” which handles guest enquires such as information about the hotel , booking breakfast and any other requirements the guest needs before , during and after their stay . Operated through AI on a phone app , Edward can manage more than 1,600 requests .
“ I travel lots and stay in many hotels worldwide so the idea of Edward was born out of the frustrations I had . It ’ s annoying when you need information but it ’ s very difficult to find . For example , quite often I arrived at an airport some- where and then realised I didn ’ t have the name or the address of the hotel where I ’ m staying ,” explains Mrini . “ Other times I ’ m in the hotel room , and I want to order room service but I can ’ t find the menu in the room . You try and make a phone call to get someone to deliver the menu and you end up calling room service but it ’ s engaged so you wait and wait . But with Edward , it comes to you as a guest . Edward knows you ’ re coming because three days before you arrive , Edward will send you a message and tell you , “ Look , anything you need , just text me .” Now , that facility is in your pocket .”
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