Innovation and Customer Service
  • Customer Service

Innovation and Customer Service

Innovation and Customer Service

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Performance Results


  • Silks Hotel Group achieved an average customer satisfaction score of 83, with Silks Place Taroko reaching an impressive 92, demonstrating travelers' recognition and high regard for our hotel service quality. Furthermore, on reputable international travel OTA review websites, over 90% of travelers acknowledge our high-quality service.
  • We have also implemented intelligent technologies to provide faster service and address customer needs more efficiently. The investment in research and development for innovative products amounted to NT$4,455,000.

Future Goals


Short-term Goals
Medium to Long-term Goals

  • Plan itineraries to attract travelers based on travel seasonality and holiday periods.
  • Develop new culinary recipes and invite international chefs for guest appearances to maintain competitiveness.
  • Reposition the brand to meet new demands.
  • Expand business models in line with market trends to enhance operational performance.
 
Impact

After experiencing the impact of the three-year pandemic, Silks Hotel Group faces the upcoming opening of new hotels and needs to actively respond to changes in market demand, increased competition, shifts in consumer preferences, and the growing issue of labor shortages. To ensure successful future operations, the Group must take several measures, including optimizing products and services, driving technological innovation, flexibly adapting to changes in customer needs, and improving customer satisfaction and employee retention rates to maintain competitiveness in the post-pandemic market.

 
Policy Commitment

Silks Hotel Group possesses professional hotel management knowledge and welcomes travelers from around the world with an open mind, providing warm and heartfelt service. We respect global ethnicities and cultures. Our goal is to create extraordinary experiences, allowing travelers to feel the new meaning of travel while experiencing our unique "Heartfelt Hospitality" culture. We are committed to ensuring the company's sustainable operation, continuing to lead the hotel industry towards a more sustainable and responsible future through continuous innovation and service optimization.

 
Actions Taken
  • Effectively collect customer feedback and suggestions:
    Established diverse communication channels, including a customer service mailbox webpage in five languages within the Customer Relationship Management (CRM) system, dedicated phone lines for each hotel, online chat, and social media.
  • Accurate market analysis and demand forecasting:
    Understand market trends and consumer preferences to flexibly adjust product, marketing, and pricing strategies.
  • Regularly collect customer feedback data:
    Understand customer needs and suggestions through dedicated personnel who regularly analyze satisfaction reports, formulate corresponding improvement measures, and use them to continuously improve our products and service processes.
  • Enhance problem-solving skills:
    Promote potential development and education and training programs to ensure employees have good communication skills and professional competence.
 
Evaluation Mechanisms
  • Review operational performance and adjust business strategies in a timely manner.
  • Regularly review customer satisfaction and evaluations on international travel OTA review websites.
  • Invest in innovative product research and development.
 
Stakeholder Engagement

Silks Hotel Group interacts with customers through various communication channels, utilizes CRM big data analysis to understand customer preferences, and provides personalized stay experiences. We formulate operational strategies based on customer feedback to maintain market competitiveness and enhance innovation efficiency and overall service quality through internal employee training.

Innovative Products and Services


The Group's hotels will continue to utilize unique local resources and combine them with nearby cultural landscapes and in-depth tourism resources as attractions for travelers. The renowned British cultural publication "Time Out" announced the "40 Coolest Neighborhoods in the World" in 2023, and Taipei's Zhongshan District was recognized as one of the coolest neighborhoods in the eyes of foreigners due to its unique traditional customs, characteristic architecture, and rich entertainment culture. Tainan, as the historical and cultural capital of Taiwan, preserves numerous historical buildings and artifacts, carrying hundreds of years of Taiwanese history and cultural stories, attracting travelers with its rich and charming cultural heritage. Taroko Gorge is a natural wonder in Taiwan, with breathtaking scenery composed of magnificent marble cliffs, deep valleys, and azure rivers. 

In recent years, international hotel chains have entered Taiwan's tourism market, which will inevitably impact the supply and demand relationship in the tourism industry. To enhance our competitiveness, we will focus on improving high-quality service experiences and unique differentiated products, paying attention to details and customer needs, strengthening marketing and promotion, expanding target markets, enhancing local cultural experiences, promoting industry collaboration and integration, improving infrastructure and convenience, and driving innovative technology applications. We will attract more travelers and expand our market share through diversified strategies.

 
Regent Taipei invites local community leaders to guide guests on strolls through alleys and in-depth exploration of Chifeng Street.

 
Silks Place Tainan adopts salt fields and leads guests to experience the traditional culture of ancient salt-making methods.

Innovative Products for Economic Sustainability


Provide diverse cultural activities to enhance travelers' understanding of local culture and encourage cultural exchange.


  • Combine local culture and the Zhongshan shopping district to emphasize support for social and cultural preservation and the local economy.
  • Room package products extended from the three years of the pandemic, with different floors of guest rooms clearly targeting various customer segments.
  • Collaboration with local culture and different industries, such as the Greater Taipei New Year's Market, Taipei Lantern Festival, and the well-received Taiwan High-Speed Rail and double-decker sightseeing bus discounts, making accommodation products full of different characteristics and attracting different customer groups.

The core of local revitalization lies in telling the stories of local characteristics and designing activities and itineraries so that tourism is not only short-term entertainment but also brings sustainable positive impact to the local community.

Create energy-efficient and resource-efficient accommodation facilities and encourage guests to participate in environmental protection actions. With the increasing environmental awareness of consumers, we avoid using disposable plastic products and reduce food waste and unnecessary resource consumption. These measures not only align with environmental trends but also enhance our corporate image and demonstrate our sense of responsibility towards the environment.

With the advent of the AI technology era, it is imperative to introduce AI intelligent products to improve service quality and accommodation convenience.

Enhance operational efficiency and achieve a sustainable business model through energy management systems and resource recycling programs.

Reduce environmental impact and promote sustainable development through innovative technologies and solutions, such as energy-saving equipment, renewable energy, and green building design.

Emphasize the use of local sustainable ingredients, reduce carbon footprint, and provide customers with unique and environmentally friendly dining experiences through brand collaborations and special dining events.

Innovative Products for Environmental Sustainability


Silks Hotel Group constantly strives for excellence, dedicated to providing customers with unique and unforgettable experiences. We maintain competitiveness through innovative thinking and technology applications, continuously launching new products and services to meet the increasingly diverse needs of customers. For example, we offer accommodation experiences that integrate local culture, allowing travelers to gain a deeper understanding of the beauty of Taiwan. This includes artist-in-residence programs, Taipei Lantern Festival, Dadaocheng Summer Festival, Taipei double-decker sightseeing bus special accommodation packages, as well as Brasserie's "Sustainable Dining Table" and "Sheng (Sheng) Project," transforming NG ingredients into delicious dishes. At the same time, we actively integrate into local culture, showcasing the beauty of Taiwan to the world. Silks Hotel Group will continue to invest in research and development, launching more innovative products and services that meet customer needs and further enhancing the customer experience.



Regent Taipei invited Adam Rawson, chef of "Dragon Burger," who was named the most promising young chef by British media in 2015. He won the championship in the London mini burger competition "Slider Decider" in 2015 and 2016 with his original burgers. In January 2023, he was a guest chef at Regent Taipei, bringing popular new burger delicacies.

Regent Taipei collaborated with the Miyazaki Prefectural Government in Japan to create the "Miyazaki Specialty Feast," featuring fully ripe kumquats with a sugar content of 18 degrees. They also invited Yui Ogata, the 2022 World Class bartender champion, to the 2nd-floor Gallery Lounge to present a series of cocktails. Robin's Grill also launched the "Surf and Turf Steak Kumquat Set Menu," inviting discerning gourmets to savor the supreme taste of premium kumquats.

Sugalabo, the most difficult-to-book restaurant in Tokyo, operates on an introduction-only basis. Inspired by "Japan to the World," they use seasonal Taiwanese ingredients for menu design. The open kitchen allows customers to witness the chefs and their team in action, offering guests an ultimate dining experience.

The Korean donut brand "Knotted" is widely loved by locals, with its iconic cute yellow smiley face as its unique symbol. They offer popular flavors with overflowing fillings and two globally exclusive donut flavors for a pop-up in Taiwan.

Okujo Shoten, Hokkaido's first pilgrimage restaurant specializing in shrimp broth soup curry, made its debut pop-up in Taiwan. The restaurant, now in its third generation, showcases the delicious aroma of the ocean in its curry spices, creating an irresistible unique flavor of soup curry.



The Regent Taipei has been awarded the "MFT Muslim Friendly Travel Certification" and "MFT Muslim Friendly Restaurant Certification" every year since 2014, demonstrating our commitment to inclusivity and catering to the needs of our diverse international clientele. We actively participate in professional training programs and continuously upgrade our facilities and services to ensure that our kitchen management, guest rooms, and food offerings meet the Muslim Friendly Hospitality standards. We strive to create the most comfortable travel experience for all Muslim guests with the utmost hospitality.

Pursuit of Service Excellence


Silks Hotel Group is committed to enhancing customer satisfaction through high-quality products and services, fostering long-term partnerships, cultivating customer loyalty, and reducing customer churn. Our goal is to enhance product competitiveness and achieve continuous growth in operational performance.  

To effectively gather customer feedback and suggestions, we have established diverse communication channels, including a customer service mailbox webpage available in five languages within our Customer Relationship Management (CRM) system, dedicated phone lines for each hotel (refer to the official website of each hotel), online chat, and social media.
 

 

Silks Hotel Group's average customer satisfaction score is 83. Silks Place Taroko's average customer satisfaction score is as high as 92, demonstrating travelers' recognition and high regard for the hotel's service quality. Reputable international travel OTA review websites like Agoda, Booking.com, Expedia, and Tripadvisor show that over 90% of travelers acknowledge our high-quality service.

Silks Hotel Group's average customer satisfaction score

83 

Silks Place Taroko's average customer satisfaction score

92 

Strategies to Improve Service Quality and Competitiveness




Addressing Low-Scoring Areas


  • Discussion and Strategy Formulation
    Engage in thorough discussions during meetings to formulate improvement strategies.
  • Satisfaction Report Analysis
    Regularly analyze satisfaction reports to identify areas for improvement and develop corresponding measures.
  • Tracking and Evaluation
    Implement tracking and evaluation mechanisms to ensure the effectiveness of improvements in low-scoring areas.

Optimizing Services and Competitive Advantages


  • Service Optimization Measures
    Innovate and optimize services to ensure we maintain a competitive edge in the market.
  • Industry Best Practices
    Regularly review service processes and stay informed about industry best practices to identify areas for improvement and implement new initiatives.
  • Customer Feedback
    Actively collect and analyze customer feedback to gain insights into their needs and expectations, enabling us to flexibly adjust our strategies and service standards.

Employee Training and Development


  • Service Optimization Measures
    Recognize the importance of talent needs and internal professional skills development. Invest in training programs and provide opportunities for employees to enhance their skills and knowledge.
  • Enhance Problem-Solving Skills
    Foster potential development and implement education and training programs to ensure employees possess excellent communication skills and professional competence. Empower staff to effectively address customer concerns and provide solutions in a timely and efficient manner.

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Customers

Silks Hotel Group

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Shareholders

Silks Hotel Group Spokesperson / Ms. Brita Wang

  • T +886-2-25215000 ext.3376
  • E brita.wang@regenttaiwan.com

Employees

Regent Taipei Human Resources Department / Ms. Sara Chien

  • T +886-2-25215000 ext. 3615
  • E sara.chien@regenttaiwan.com