Innovation and Customer Service
Performance Results
- Silks Hotel Group continuously enhances customer value through sincere hospitality, digital innovation, and sustainable experiences. Utilizing feedback management, guest satisfaction surveys, CRM, AI, smart voice assistants, 5G, 3D floor plans, VR venue tours, and digitalized workflows, the Group consistently elevates the service quality of accommodations, dining, and meetings.
- Regent Taipei achieved a customer satisfaction score of 84, while Silks Place Taroko reached 96.6%. Room and F&B revenues grew by 10.05% and 7.04% YoY, respectively. Concurrently, the Group promoted paperless and EcoMeet sustainable meetings, leveraging digital floor plans, e-invitations, and immersive projections to enhance planning efficiency and reduce single-use resources, showcasing integrated outcomes across service excellence, digital transformation, and sustainable hospitality.
Future Goals
- Deploy smart service tools, optimize multi-channel feedback systems, and scale 5G paperless meetings; integrate low-carbon stays with local sustainable dining to boost frontline satisfaction and engage guests in sustainable practices across accommodations, dining, and events.
- Deepen the integration of digital technology into hospitality workflows to build an efficient, resilient smart service ecosystem; expand influence in sustainable tourism and green MICE markets, strengthen brand trust, and set benchmarks for high-quality sustainable operations driven by responsible consumption.
Impact
The Group values the vital role of service quality in shaping guest experiences, brand trust, and long-term sustainable growth. Through diverse feedback channels, smart tools, digital adoption, and sustainable service design, we continually enhance guest satisfaction and operational efficiency. By embedding low-carbon lodging, sustainable gastronomy, plastic and food waste reduction, and local cultural experiences into the guest journey, we empower travelers to actively participate in sustainable tourism and responsible consumption.
Policy Commitment
Guided by our core philosophy of "treating others with genuine empathy," the Group places guest needs at the center of delivering professional, warm, and trustworthy hospitality services. Through multi-channel feedback and cross-functional improvement mechanisms, we continuously refine service workflows, employee training, and product design. Furthermore, we blend digital innovation with sustainability by deploying smart tools to drive efficiency while embedding eco-friendly stays, sustainable dining, and local experiences into the guest journey to co-create premium sustainable travel experiences.
Actions Taken
The Group operationalizes service quality management into daily practices through comprehensive guest feedback, digital adoption, and sustainable experience design:
- Guest Feedback Management: Integrated service inboxes, guest surveys, OTA reviews, social media, and on-site touchpoints to regularly review feedback, guiding workflow refinements and staff training.
- Multilingual Services: Established customer support portals in Traditional Chinese, Simplified Chinese, English, Japanese, and Korean to facilitate inquiries and requests from global and domestic travelers.
- Smart Service Applications: Deployed AI, CRM, and smart voice assistants to enhance demand recognition, task dispatching, and cross-departmental coordination efficiency.
- Paperless Meeting Services: Leveraged 5G, 3D floor plans, VR venue tours, e-invitations, and panoramic projections to streamline event planning and eliminate paper and single-use decorations.
- Low-Carbon Lodging Experience: Encouraged guest participation in resource conservation through in-room eco-cards, optional linen/towel change on consecutive nights, plastic-free amenities, and eco-friendly room designs.
- Sustainable Dining & Food Waste Reduction: Implemented AI-driven food waste monitoring, the "One-Third Project," seasonal local sourcing, and waste-reduction initiatives to minimize food waste and optimize dining operations.
- Local Cultural Immersion: Integrated urban heritage, natural ecology, local culinary arts, and agri-food education to deliver unique, location-inspired stays.
- Digital Technology & Smart Hospitality Upgrades: Integrated AI, CRM, smart voice assistants, 5G, 3D venue mapping, VR tours, and digital invitations to elevate guest need identification, service dispatch, banquet coordination, and seamless personalized, paperless experiences.
Evaluation Mechanisms
- Comprehensive service quality assessments conducted through operational KPI tracking, guest satisfaction surveys (maintaining an 86+ benchmark), OTA positive review rates, and wellness tourism certifications.
- Ongoing monitoring of performance data across technological innovations (5G/AI) and sustainable experiences (EcoMeet) to ensure offerings remain aligned with international ESG standards and guest expectations.
Stakeholder Engagement
The Group values feedback from guests, consumers, commercial tenants, and external stakeholders. We continuously collect input on lodging, dining, service processes, facilities, and sustainability initiatives across diverse touchpoints, including customer support emails, dedicated property phone lines, online chat, social media, satisfaction surveys, grievance hotlines, and on-site service counters. Operating units regularly aggregate this feedback, tracking improvement progress through supervisory oversight and cross-functional meetings to translate guest insights into operational refinements, training programs, and enhanced service design.
Service Philosophy & Innovation Vision
Silks Hotel Group is committed to guest needs, seamless journey experiences, and sustainable value, curating hospitality and dining services that combine professionalism, convenience, and cultural depth. In response to evolving traveler expectations and rapid digital advancements, the Group leverages smart service tools, data analytics, 5G technology, and paperless workflows to enhance operational efficiency, personalization, and cross-functional collaboration.
Looking ahead, the Group will further integrate accommodations, dining, MICE events, local culture, and ESG initiatives to deliver differentiated and responsible service experiences. By making technology an enabler for service excellence, we ensure sustainability becomes an engaging, tangible part of every guest's journey.
Regent Taipei introduces 5G and 3D panoramic projection to elevate smart banquet experiences.
Innovative Practices & Service Highlights
Smart Services
Integrating AI, CRM systems, and smart voice assistants to enhance guest need identification and streamline service dispatching efficiency.
Paperless Meetings
Leveraging 5G, 3D floor plans, VR venue tours, and e-invitations, successfully generating digital setups and invitations for 140 events in 2025.
Immersive Experiences
Elevating visual experiences for weddings, corporate galas, and brand launches through 3D projection mapping and panoramic projections.
Sustainable Journey
Embedding low-carbon lodging, sustainable dining, food waste reduction, plastic minimization, and local cultural immersion into the guest journey.
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 dedicated to enhancing guest satisfaction by establishing multi-channel communication, including a 5-language CRM service inbox, dedicated hotel lines, live online support, and social media engagement, ensuring all inquiries are addressed within 24 hours.
We value guest feedback and systematically gather insights through satisfaction surveys, social listening, and feedback forms. Dedicated teams analyze this data to implement corrective actions, driving the continuous optimization of our products and services.
Guest Satisfaction & Service Quality Feedback
In 2025, the Group continued to prioritize guest satisfaction as a core indicator of service quality management. Utilizing satisfaction surveys, Google Reviews, OTA platforms, social media, and on-site feedback, we systematically monitored guest perceptions regarding lodging experiences, culinary quality, facilities, service attitude, accessibility, and overall stays. Identified service gaps were addressed through standard operating procedure refinements, staff training, on-site operational enhancements, and cross-departmental coordination to strengthen problem-solving capabilities and ensure consistent service excellence.
Guest Satisfaction & Ratings
84 satisfaction score; 4.6-star Google rating
Review Volume
Approx. 27,000 Google reviews
Key Guest Highlights
Highly praised for its prime location, signature breakfast and dining quality, and refined hospitality services.
Guest Satisfaction & Ratings
4.6-star Google rating
Review Volume
Approx. 16,000 Google reviews
Key Guest Highlights
Consistently recognized for its prime location, comprehensive amenities, and family-friendly environment, highlighting strengths in urban leisure and family travel.
Guest Satisfaction & Ratings
96.6% satisfaction approval; 4.7-star Google rating
Review Volume
Approx. 7,000 Google reviews
Key Guest Highlights
Highly acclaimed for its breathtaking gorge views, curated in-house activities, and impeccable service, demonstrating leadership in mountain resort and immersive retreat experiences.
Guest Satisfaction & Ratings
4.4 to 4.7-star avg. Google rating; Wellspring by Silks Beitou rated 9.3 on Trip.com
Review Volume
Over 30,000 Google reviews
Key Guest Highlights
Widely appreciated for superior value, prime transit connectivity, and welcoming service, demonstrating consistent operational excellence across mid-to-upscale business, leisure, and hot spring resort brands.
Property / Brand | Guest Satisfaction & Ratings | Review Volume | Key Guest Highlights |
|---|---|---|---|
| Regent Taipei | 84 satisfaction score; 4.6-star Google rating | Approx. 27,000 Google reviews | Highly praised for its prime location, signature breakfast and dining quality, and refined hospitality services. |
| Silks Place Tainan | 4.6-star Google rating | Approx. 16,000 Google reviews | Consistently recognized for its prime location, comprehensive amenities, and family-friendly environment, highlighting strengths in urban leisure and family travel. |
| Silks Place Taroko | 96.6% satisfaction approval; 4.7-star Google rating | Approx. 7,000 Google reviews | Highly acclaimed for its breathtaking gorge views, curated in-house activities, and impeccable service, demonstrating leadership in mountain resort and immersive retreat experiences. |
| Just Sleep Wellspring by Silks | 4.4 to 4.7-star avg. Google rating; Wellspring by Silks Beitou rated 9.3 on Trip.com | Over 30,000 Google reviews | Widely appreciated for superior value, prime transit connectivity, and welcoming service, demonstrating consistent operational excellence across mid-to-upscale business, leisure, and hot spring resort brands. |
Quality Management & Guest Communication Mechanisms
Comprehensive Feedback Tracking
The Group regards guest satisfaction as a core indicator of service quality management. Through satisfaction surveys, Google Reviews, OTA platforms, social media, and on-site feedback, we actively monitor guest perceptions across accommodations, dining, facilities, service attitude, and overall experience, using these insights to drive continuous workflow refinements and product optimizations.
Multilingual Communication Services
To effectively address inquiries and feedback from international and domestic guests, the Group provides online customer service portals in Traditional Chinese, Simplified Chinese, English, Japanese, and Korean. Combined with dedicated property phone lines, online chat, social platforms, grievance hotlines, and on-site counters, we ensure accessible, seamless communication for travelers with diverse linguistic and service needs.
Continuous Service Refinement
Operating units across all properties systematically consolidate guest feedback, tracking improvement progress through regular reviews, supervisory audits, and cross-functional meetings. Identified service gaps are addressed through SOP adjustments, staff training, enhanced on-site management, and interdepartmental collaboration to strengthen problem-solving capabilities and ensure consistent service excellence.