Lotte Hotel & Resort has earned the prestigious “World Grand Prix” at the prominent 2025 DX Service Award, which acknowledges outstanding achievements in digital transformation within the hospitality sector. Organized by the Korea Standards Association, the award recognized Lotte Hotel & Resort for its exemplary application of information and communication technology (ICT) to streamline service management and elevate the guest experience through advanced digital solutions. Innovations such as mobile check-ins, mobile payments, smart keys, and a one-stop integrated central reservation system (CRS) enable guests to enjoy a seamless journey from booking to check-out. This transformation has led to increased operational efficiency and significantly enhanced customer satisfaction.
Central to Lotte’s service innovation is its use of artificial intelligence (AI) technology, which powers a data-driven customer data platform (CDP) to analyze guest preferences and deliver personalized cognitive services. AI also automates routine tasks and supports online travel agency (OTA) reservation management, improving internal workflow and reducing manual workloads. Further digital advancements include the recent overhaul of the hotel’s official website, featuring improved UI/UX, streamlined membership registration, and enhanced booking functionality. These innovations bolster the hotel’s ability to quickly respond to evolving global market demands and diverse customer touchpoints.
In summary, Lotte Hotel & Resort’s award-winning digital initiatives are reshaping the guest experience and operational practices, further elevating South Korea’s global reputation in innovative hospitality services. These advancements not only enhance convenience and personalization for international visitors but also contribute significantly to the region’s tourism growth and technological leadership within the travel industry.
Key Points:
- Won “World Grand Prix” at 2025 DX Service Award by Korea Standards Association for excellence in digital transformation.
- Integrated digital innovations include mobile check-in/out, smart keys, streamlined payments, AI-powered personalized services, and CRS.
- AI-driven customer data platform enhances guest experience and operational efficiencies by automating routine tasks and optimizing reservation management.
- Website overhaul improved user interface, membership, and booking functionalities to meet changing market demands.
- Represents a hallmark of South Korea’s push toward tech-advanced, guest-centric hospitality amid a growing tourism sector.
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