Seibu Prince Hotels & Resorts new CEO International Division Lee Richards says he’s committed to incorporating more AI and robots in its hotels under his mandate to build the brand to 250 hotels globally in the next decade.
Sitting down with Karryon to talk about his new remit to spearhead the expansion plans of the hotel group with a focus on luxury, Richards – who splits his time between Sydney and Bangkok – says technology is a core focus.
“The hospitality industry has changed over the last decade, and the luxury traveller has changed, and personalised service and new technologies with AI and optimised robots have expanded.”
Richards says those two things go hand in hand.
“We’ll see a combination of instead of having someone bring you breakfast – you have a robot, and this is a factor people will embrace. They’ll be excited by how technology will bring a new dimension to hospitality.
“It’s about bringing that unique high element of service to the experience. The world has got smaller over the last decade, more people travel and want to experience new services, and we will be part of that.”
Richards says it’s already incorporating AI into Park Regis by Prince in Singapore with ‘Jean’.
“We have adopted technology in Singapore where you can check in without going into the hotel, and before you arrive your room is allocated, and you don’t have to interact with a human.”
The app also allows for real-time communication with the hotel team and guests can connect with the concierge via an in-room handset, with requests through the hotel’s cloud-based system.
“As we evolve, we are looking at how we can expand that.
“You can go too far, but we have to be mindful that we are in the service industry, and if you can bring technology on that journey, that’ll bring back customers.”
Richards says a core part of his focus will also be on ensuring the Japanese heritage is a strong part of its growth strategy.
“We’ve been around for over 125 years and the heritage of the company is from Japan, and our DNA is in Japan, and that will continue as we expand.
“The success for us in the luxury sector has now enabled the company to take what we’re doing well there – with service from heart and culture – to the rest of the world so they can experience what people experience in Japan.”
Southeast Asia first off the rank
Richards says his focus will initially be on Southeast Asia: Thailand, Vietnam, Indonesia, Malaysia and Cambodia.
“We’re looking at numerous opportunities, but the first phase of expansion is Southeast Asia and then the Middle East and America. The structure is 50/50 of rebranded hotels and new builds.”
But he says they are looking at every corner of the globe, and if the hotels fit with its vision, “we will consider them”.
Seibu Prince Hotels & Resorts currently operates more than 80 hotels, 31 golf courses, and 10 ski resorts.
For more information, visit Seibu Prince Hotels & Resorts.
