Innovation and Customer Service
Performance Results
- Customer satisfaction averaged 86 points, with 90% positive reviews on OTA platforms.
- Invested NT$89.64 million in culinary innovation and R&D, including the integration of AI and 5G technologies to enhance service efficiency.
- Combined wellness tourism with local experiences to continuously expand high value-added service offerings and strengthen brand recognition.
Future Goals
- Design themed itineraries based on seasons and festivals.
- Develop innovative menus and collaborate with international chefs to enhance attractiveness and competitiveness.
- Optimize brand positioning and operational model.
- Enhance customer experience and product diversity to steadily move toward sustainable operations.
Impact
Following the pandemic, drastic changes in travel patterns, coupled with labor shortages and the pressure of new hotel openings, have compelled the Group to accelerate product optimization and digital transformation. With consumer demands becoming increasingly diverse, service innovation and customer experience management have emerged as core challenges. Only through agile adaptation can we maintain market competitiveness and brand trust.
Policy Commitment
Silks Hotel Group is committed to providing service experiences that are both heartfelt and culturally enriched, embracing diversity and practicing the spirit of "empathy" in hospitality. By deeply cultivating local culture and natural resources, while integrating local characteristics with social responsibility, we drive sustainable service innovation and brand development. We ensure that our products and services are not only market-competitive but also aligned with contemporary societal expectations on environmental and social responsibility, thereby fulfilling our commitment to sustainable service innovation and brand promise.
Actions Taken
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Promotion of Sustainable and Responsible Tourism:
Silks Hotel Group leverages hospitality services as its core platform to actively develop distinctive travel experiences that integrate local culture, thereby realizing the concept of sustainable and responsible tourism. -
Multilingual Customer Service and Real-Time Response Mechanism:
We have established customer service mailboxes in five languages, dedicated service hotlines, online chat support, and social media interaction, supported by dedicated staff to ensure real-time responses to customer needs within 24 hours. -
Enhancing Customer Communication and Service Quality:
Each hotel continues to strengthen customer communication processes, improving service transparency and customer trust through response mechanisms and a designated person-in-charge system. -
Balancing Customer Satisfaction and Employee Training:
We regularly analyze customer satisfaction and market trends, combining these insights with employee training programs to strengthen service quality and problem-solving capabilities, thereby enhancing the overall customer experience.
Evaluation Mechanisms
- Service effectiveness is comprehensively reviewed through operational performance tracking, customer satisfaction surveys, and OTA platform ratings.
- Innovation and R&D investments, along with feedback data, are continuously monitored to dynamically optimize business strategies, ensuring that products and services remain closely aligned with market trends and customer needs.
Stakeholder Engagement
Silks Hotel Group strengthens customer participation through CRM, internal training, and local activities, addressing community and employee needs while implementing sustainability principles. Each hotel integrates local culture into accommodation and dining projects, such as in the Zhongshan District, where in-depth exploration experiences are designed to support the local economy.Operational strategies focus on SDGs 11, 12, and 13, creating environmentally friendly and high-quality hospitality experiences that enhance both market competitiveness and social responsibility.
Innovative Products and Services
Silks Hotel Group continues to cultivate local culture and natural resources, strengthening connections with regional cultural landscapes to create tourism experiences with both depth and sustainable value. By integrating local characteristics, the Group enhances the cultural significance of hospitality services, fulfilling its commitment to community inclusion and cultural preservation (see the Sustainable Tourism section for details).
For example, Taipei's Zhongshan District was recognized by the British cultural magazine Time Out as one of the "40 Coolest Neighborhoods in the World" in 2023, celebrated for its traditional customs, historic architecture, and vibrant entertainment culture that attract international travelers. Regent Taipei, located in this district, actively collaborates with nearby cultural and commercial areas to promote urban exploration and arts and cultural activities, fostering cultural sharing and local connections. To further promote city tourism and local culture, Regent Taipei partnered with the Dihua Shopping District Development Promotion Association and the Taipei City Office of Commerce to launch the "Regent Lunar New Year Shopping Tour" accommodation package, which included exclusive shuttle services to seven festive shopping districts and specially designed maps for guests to explore local cuisine and specialty shops, immersing them in Taipei's Lunar New Year culture.
In Tainan, Silks Place Tainan curates educational and experiential journeys that feature heritage tours, local cuisine, and folk activities, thereby promoting cultural preservation and community engagement. Meanwhile, Silks Place Taroko, located within the majestic Taroko National Park, embraces the philosophy of low-impact tourism, balancing ecological protection with tourism quality to realize environmental sustainability goals.
Regent Taipei, in coordination with Taipei City sightseeing bus routes, has designed multiple room packages to promote urban tourism and offer low-carbon travel experiences in Taipei. (Photo provided by Silks Hotel Group)
Silks Place Taroko organizes sustainability workshops, inviting guests to build solitary bee hotels, putting environmental sustainability into practice and promoting biodiversity conservation. (Photo provided by Silks Hotel Group)
Innovative Products for Economic Sustainability
Silks Hotel Group continuously integrates innovative thinking with local resources, promoting cultural experience products and immersive travel services to enhance guests' understanding of local culture, while simultaneously supporting local economic development and practicing sustainability from an economic perspective.
Provide a variety of cultural activities to enhance guests' understanding of local culture and encourage cultural exchange.
- Collaborate with local culture and diverse industries through project design and integration with accommodation packages, enhancing product uniqueness and attracting different traveler segments; examples include "Greater Taipei Lunar New Year Shopping Circle – Dragon Leaps Across Taipei," "2024 Taipei Lantern Festival," "Dadaocheng Summer Festival," "Taipei Grand Trail," and "Nature & Cultural Ecotour" events.
- Promote product and itinerary design centered on "local storytelling," adding greater social value to travel experiences.
- Partner with local artists and the Anping Rehabilitative & Educational Center to hold experiential activities, encouraging youth creativity and integrating cultural revitalization with public welfare.
- Local cultural tours: The "Spring Blessings Walk" immersive experience guides guests to temples for worship, enhancing understanding of local beliefs and humanities, and deepening the value of cultural tourism.
- Promoting Sustainability: Develop energy-efficient and high-performance accommodations; encourage guests to participate in environmental actions, reducing food waste and unnecessary resource consumption.
- Sustainable Dining Experience: Promote the use of local ingredients to lower carbon footprint, and collaborate with brands to host low-carbon dining events, realizing a sustainable business model.
- Innovative Technology Services: In the era of AI, the Group implements AI-powered service systems to enhance service quality and convenience, strengthening the guest experience.
- At the "5G Integrated Innovation Application Project" results presentation, the Group partnered with multiple technology companies to apply 5G technology combined with 3D modeling and panoramic projection, establishing a key milestone for digital transformation in the hospitality industry.
Innovative Products for Environmental Sustainability
Emphasizing environmental responsibility, the Group continuously leverages innovative technologies, green facilities, and sustainable dining to reduce environmental impact, implement eco-friendly operations, and strengthen the development and application of sustainable products.
- Guestroom bath amenities are fully provided in large refillable containers, promoting reusable items to enhance eco-friendliness.
- Improving efficiency and cost-effectiveness: Through energy management systems and resource recycling programs, energy use efficiency and cost-effectiveness are effectively increased.
- Actively replace high-efficiency, energy-saving equipment and use building materials and supplies with environmental labels.
- Implement renewable energy solutions to gradually reduce reliance on conventional energy sources.
- Encourage staying guests to forgo daily linen, towel, and bedding changes, reducing laundry frequency and minimizing water and detergent discharge.
Launch hot spring healing programs certified by Japanese authorities, emphasizing natural therapy and low-carbon travel. Integrating guided experiences with wellness and health concepts, these programs provide travel options that are both sustainable and supportive of physical and mental well-being.
- Introduce AI-powered food waste processors to reduce food loss, implementing kitchen-level source control and waste reduction. Apply digital tools for operational monitoring and promotion of eco-friendly actions, achieving smart management alongside sustainable operations.
- Launch the "Surplus-to-Savor" program, transforming surplus ingredients into delicious dishes, integrating sustainable dining with innovative table concepts.
- Promote the "Sustainable Table" initiative by using locally sourced sustainable ingredients to reduce food carbon footprints.
- Incorporate environmental concepts into the guest experience, advocating a low-carbon dining culture.
Excellence in Customer Service
Silks Hotel Group is committed to enhancing guest satisfaction by establishing multiple communication channels, including CRM email support in five languages, hotel-dedicated phone lines, real-time online chat, and social media interactions, ensuring responses to guest feedback within 24 hours.
We value guest recognition and continuously collect feedback through satisfaction surveys, social media monitoring, and response forms. Dedicated teams regularly analyze this data and propose improvement measures to continuously optimize products and services.
In 2024, the average guest satisfaction score reached 86 points, reflecting strong recognition and high appraisal of the hotel's service quality. Reputable international travel OTA review platforms, including Agoda, Booking.com, Expedia, and Tripadvisor, show that up to 90% of guests acknowledge the high quality of our services.
Silks Hotel Group's average customer satisfaction
86 score
Strategies to Improve Service Quality and Competitiveness
Enhancing Service and Competitiveness
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Strategy Formulation and Implementation
Conduct in-depth discussions during internal meetings to identify service gaps and develop concrete, feasible improvement strategies. -
Regular Reporting and Analysis
Continuously track guest satisfaction reports to monitor service performance trends and formulate optimization measures based on data. -
Ongoing Monitoring and Evaluation
Establish tracking and evaluation mechanisms, regularly review improvement outcomes, and ensure consistent enhancement of service quality.
Optimizing Services and Competitive Advantages
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Service Innovation and Optimization
Continuously review and optimize service processes, incorporating innovative elements to enhance the guest experience. -
Benchmarking Industry Best Practices
Regularly evaluate current operational models and refer to best practices from industry leaders to elevate overall service standards. -
Flexible Response to Guest Needs
Actively collect guest feedback and suggestions as key inputs for adjusting strategies and service standards.
Employee Training and Development
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Strengthening Customer-Oriented Mindset
Enhance employees' sensitivity and service skills when interacting with guests through continuous training. -
Cultivating Problem-Solving Skills
Implement employee potential development and training programs to strengthen communication abilities and professional knowledge, enabling staff to address diverse guest needs and challenges.