Shangri-La Circle Pioneers the Future of Hospitality with Innovative Technology

Shangri-La Circle has been bestowed with three prestigious awards for its cutting-edge solutions that elevate guest experiences and streamline operations.

In response to the evolving needs of modern travellers, Shangri-La has introduced advanced technology to enhance service delivery and guest satisfaction. Recognising the shift towards contactless interactions and the preferences of younger guests for digital communication, Shangri-La has proactively developed solutions that cater to these trends while optimising staff efficiency.

One such innovation is the NeXRobot technology, designed to offer a seamless and connected service request experience. This technology enhances guest convenience by providing instant access to in-room amenities through digital channels, significantly reducing the need for physical contact and minimising the workload for frontline staff.

NeXRobot operates through the WeChat Mini Programme, allowing guests to easily access and request amenities without the need to download a separate app. By simply scanning a QR code displayed on the in-room TV screen, guests can browse and select the services they need. The availability of the amenities is reflected in real-time, ensuring that guests are informed of what’s available at any given moment. The robot then retrieves the requested items from an amenity vending machine and delivers them directly to the guest’s room, notifying them upon arrival.

In addition to in-room service innovations, Shangri-La has also reimagined the check-in process to meet the expectations of today’s travellers. The traditional check-in process, which often involved long waits at the front desk, has been transformed with the introduction of a smart check-in system that includes mobile key access and self-service kiosks.

This multi-channel check-in experience offers guests the flexibility to choose between online and on-site options, allowing them to bypass the front desk and head directly to their rooms. Developed in-house, the online mobile check-in feature leverages the Shangri-La Circle app, enabling guests to complete the entire process online – from retrieving reservations to providing personal information and payment pre-authorization. Once check-in is completed, guests can activate their Digital Room Key through the app, which serves as a Bluetooth key to access their rooms, elevators and hotel facilities. For those who prefer an on-site option, self-service kiosks are available, ensuring a seamless and personalised check-in experience. 

This streamlined process has reduced the wait time by 80%, significantly easing the workload for front desk staff. Within the first month of implementation, the smart check-in system has achieved a notable adoption rate, demonstrating its positive impact on guest experience.

While digital transformation continues to shape the future of hospitality industry, traditional events like festivals remain an important role to fuel today’s consumer market. By leveraging a 360-degree approach that includes organic, owned and paid channels, along with KOL influencers, Shangri-La has effectively reached the Chinese consumer market all around the world. The brand fosters interactive engagement through gamification, such as the Red Packet initiative, which offers not just incentives but also fun and engaging games that enable instant point rewards. 

Members of Shangri-La Circle can redeem these points instantly for room booking, F&B dining, or festive goods on Shangri-La voucher mall or e-Boutique, enhancing their Lunar New Year celebrations while spreading love and joy with family and friends.

This festival campaign and gamification strategy has significantly increased new member enrolment, APP usage and customer engagement, tripling participation through ongoing advancements in technological capabilities.

Shangri-La’s commitment to technological advancement has been recognised with accolades at the HKB Technology Excellence Awards, where the group secured wins in

• Mobile - Hospitality & Leisure
• Robotics - Hospitality & Leisure
• Digital - Hospitality & Leisure categories

These awards celebrate innovation and excellence in Hong Kong’s tech industry, underscoring Shangri-La’s leadership in driving technological progress within the hospitality sector.

The Hong Kong Business Technology Excellence Awards is presented by Hong Kong Business Magazine. To view the full list of winners, click here. If you want to join the 2025 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Julie Anne Nuñez at [email protected].