Bukit Vista, a leading property management company, continues to redefine how hospitality management is handled in Bali. With over a decade of experience, the company has adopted cutting-edge technology to streamline operations and improve guest and partner experiences. In this article, we’ll explore three of Bukit Vista’s most recent innovations: the Tinker Platform, Thea, an automated community manager, and a Data Integrity Automation System for guest cancellations.

Tinker Platform: Enhancing User Interaction

A detailed view of the Tinker platform’s category management system, showcasing the organized structure for handling various guest inquiries and requests.

Bukit Vista’s Tinker Platform has made significant strides in enhancing user experience, particularly in managing guest inquiries and property information. This platform allows the management of various guest requests, delivering timely responses and simplifying the guest engagement process.

Key Features:

Automatic JSON Prettify: This functionality seamlessly processes data requests, ensuring clear, readable outputs for technical and non-technical users alike. With this feature running smoothly for days, no reported issues have emerged.
Drag and Drop on Message Blocks: A standout improvement is the new drag-and-drop feature that allows users to move and arrange message blocks. This has drastically improved the flexibility of customer interaction flows.

A user interface of the Tinker platform demonstrating the drag-and-drop functionality for message blocks, which enhances user control and flexibility in managing guest communications.

Bukit Vista’s commitment to refining these tools has been met with positive feedback from users. Simple adjustments, like spacing between text and user-friendly UI updates, have been well received, making Tinker an essential tool for guest communication automation.

Thea: Automated Community Manager

Another innovation shaking up the property management sector is Thea, Bukit Vista’s automated community manager. Designed to handle routine communication, escalate issues, and manage tone delivery, Thea has become an indispensable tool for Bukit Vista’s operations.

*Internal view of Thea’s performance, where it automatically responds to partner messages on WhatsApp, ensuring timely communication and efficient handling of requests within the Bukit Vista team.*

*An example of Thea managing communication via WhatsApp, coordinating updates for operational requests while maintaining a professional and seamless guest interaction.*

Achievements:

Escalation Accuracy: Thea’s escalation accuracy has been a major milestone, now reaching 94% in the last 7 days. This means that Thea can reliably identify when a situation needs human intervention.
Improved Tone Delivery: Thea has been refined to communicate more casually and professionally, particularly in English and Bahasa Indonesia, enhancing guest and partner interactions.

Next Steps:

Moving forward, Thea will be updated to recognize emotions and apply advanced communication principles such as active listening and empathy. This will make Thea more intuitive in detecting and responding to the emotional states of guests and partners.

A chart outlining various emotional responses and how they are handled, illustrating the principles guiding Thea’s future development in communication and sentiment analysis.

A chart detailing key communication principles such as active listening and empathy, which will be incorporated into Thea’s ongoing development.

A visual guide to negotiation methods, including techniques such as mirroring and tactical empathy, planned for integration into Thea’s communication strategies.

Despite its success, there are challenges, including false notifications. Bukit Vista is currently working on transitioning Thea to the official WhatsApp API, which promises greater reliability.

Data Integrity and Cancellation Automation

Validating guest cancellations and alterations can be tedious, especially when handled manually. Before Bukit Vista’s latest update, the exception handling team had to check Slack messages in real-time and compare them with data from BIGRR, the company’s internal booking system.

A view of the automation script interface used to validate guest cancellation data, reducing manual workload and ensuring data integrity.

The New System:

The automation script now generates a list of bookings with discrepancies, eliminating the need for human supervision and constant Slack monitoring. This hourly automated process frees up the team’s bandwidth, allowing them to focus on higher-level tasks.

Current Limitations:

The system still faces challenges, particularly in handling virtual rooms, where data discrepancies are more common. Future improvements are planned to address these limitations and refine the system’s efficiency.

Future Prospects for Bukit Vista Tech

As Bukit Vista continues to develop and refine its tech stack, future innovations will likely focus on AI-driven solutions and data automation. The potential for integrating more advanced machine learning algorithms into the company’s property management systems will open up new possibilities for enhanced guest experiences and more efficient management practices.

Conclusion

Bukit Vista’s technological innovations are setting new standards in property management, from the Tinker platform to Thea’s advancements in communication, and automation in data validation. These tools not only enhance efficiency but also create a more seamless experience for both guests and property owners. As the company continues to innovate, Bukit Vista provides a valuable example of how tech can transform hospitality.

Top 3 Bukit Vista Innovations: Transforming Property Management