Aiello TMS Pro Optimizes Room Task Allocation, Driving Efficiency and Guest Satisfaction
As part of the IHG Hotels & Resorts luxury collection, Regent Taipei is renowned for its refined ambiance and exceptional service, attracting both business travelers and international guests. As one of Taiwan’s most iconic five-star hotels, it consistently sets the benchmark for luxury hospitality, combining operational precision with outstanding guest experiences.
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However, with the tourism boom driving a surge in occupancy, Regent Taipei has also encountered new operational challenges. According to Regent Taipei, the hotel handles service requests from 538 guest rooms, manages thousands of LINE messages, and responds to a high volume of phone inquiries daily. Traditional processes relying on communication apps and handwritten notes often lead to missed tasks or duplicate assignments, making cross-department coordination and real-time tracking difficult.These inefficiencies can ultimately compromise service quality and guest satisfaction. Moreover, the fragmentation of task-related data poses significant challenges for hotel managers in tracking execution and optimizing resource allocation.
Aiello Helps Regent Taipei directly addresses these critical pain points by implementing its Task Management System, TMS Pro.
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Solving Information Fragmentation: Aiello TMS Pro Breaks Through Operational Challenges
Aiello TMS Pro replaces outdated manual workflows with a standardized and automated task management system. With its highly customizable templates, the system can be tailored to meet the specific operational needs and team structures of each hotel.
Take delivery service as an example. Previously, guests had to call the front desk, where staff would manually record the request and contact housekeeping. Once the task was completed, housekeeping staff had to report back individually, which made the process both time-consuming and prone to communication errors.
After introducing TMS Pro, the front desk simply creates a task ticket in the system, which instantly notifies the appropriate supervisor for assignment. Once completed, housekeeping staff can report the task through the TMS Pro app in real time, with the system automatically updating the task status and logging the completion time. Hotel managers can easily monitor task progress and cross-department coordination through a centralized dashboard, reducing the risk of missed or duplicated assignments while significantly enhancing transparency and overall operational efficiency.
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Automated Task Assignment Boosts Efficiency, Cuts Communication Overhead
According to Regent Taipei, since implementing Aiello TMS Pro, irrelevant messages from LINE have dropped by over 50%, saving several hours of communication time each day. Over 3,000 monthly in-room service requests are automatically dispatched through the system, and daily tasks for all 538 rooms can be assigned in under a minute — greatly optimizing workflows and resource allocation. With real-time dashboards and performance analytics, hotel managers can make data-driven decisions and further enhance visibility and execution across departments.
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Empowering Talent and Efficiency with Smart Five-Star Operations
Beyond streamlining operations, Aiello TMS Pro helps build a more engaging environment for employee development. The operations team shared: “Aiello TMS Pro has significantly improved internal communication and overall operational efficiency, allowing team members to focus on enhancing their professional skills and explore diverse career paths through cross-functional training. This reflects our commitment to sustainable talent development.”Moving forward, Aiello and Regent Taipei will continue to collaborate on advancing smart operations and setting new service benchmarks for the industry.
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