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In the heart of Shanghai’s North Bund, where vibrant city life meets contemporary luxury, W Shanghai – The Bund has long been a leader in bold hospitality. Now, with the adoption of FCS1 Cleaning, the hotel is making waves not only for its design and guest experiences—but also for the efficiency behind the scenes.
We spoke with Max Mei, Director of Style at W Shanghai – The Bund, to understand how FCS1 has reshaped their housekeeping operations over the past year.
1. What prompted the adoption of FCS1?
“The main issue we faced was keeping track of room status in real-time,” Max shared. “Housekeeping reports were printed in the morning, which meant the data quickly became outdated. Front desk staff might check in guests while we were unaware of the updated room status. There were instances where we entered rooms already occupied by guests.”
That led W Shanghai to implement FCS1 Cleaning, a housekeeping solution offering real-time room status updates—ensuring no more awkward interruptions and better coordination between departments.
2. Has the system improved cleaning speed and staff coordination?
This helps the front desk manage check-ins more effectively—especially with our high room turnover rate. They can now give guests precise availability times and monitor progress directly from the system, no phone calls needed.”
3. What about guest satisfaction?
“Guests’ expectations are higher than ever,” Max noted. “Being able to check room status in real time reduces back-and-forth and delays. It improves communication and ultimately leads to a smoother experience for our guests.”
4. Any unexpected outcomes?
“Yes. One pleasant surprise has been the drop in minibar losses—from 50% down to 30%. That’s a significant improvement in cost control. Also, the staff adapted to the system very quickly and gave positive feedback. The system is stable and easy to use, and your support team has been very responsive.”
5. How would you rate FCS1?
“We’ve been using it for over a year. I’d give it a 90 out of 100. It’s stable, reliable, and genuinely helps us run our operations more smoothly.”
6. Would you recommend it?
“Definitely. FCS1 has helped us reduce errors, improve team coordination, and deliver better service. It’s made a big difference.”
According to Max Mei, Director of Style at W Shanghai – The Bund, FCS1 has been a game-changer for their housekeeping operations—offering stability, real-time connectivity through its mobile-first design, and improved room tracking and automation that have significantly enhanced both efficiency and the guest experience.
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In today’s hospitality landscape, speed is more than a luxury—it’s the baseline.
According to a recent global guest feedback report, 54% of hotel complaints relate to delays in service, and 61% of guests now expect staff to respond within 5 minutes or less.
But what happens behind the scenes tells a different story.
A guest requests extra towels. Ten minutes pass. They call again. Front desk checks with housekeeping. Housekeeping never received the request. The towels? Still sitting in a storage closet.
The issue isn’t that your team isn’t trying. It’s that they’re over-relying on fragmented channels—walkie-talkies, phone calls, WhatsApp groups, even sticky notes.
The result? Slow service, duplicated work, and rising frustration on both sides of the desk.
This is where FCS1 makes the difference.
FCS1 is a hospitality operations solution built to match the speed of today’s guest expectations.
It ensures that every request—be it room service, engineering, cleaning, or luggage delivery—is immediately routed to the right person, tracked in real time, and closed with full accountability.
Hotels using FCS1 report:
- Up to 40% faster task response times
- 25–30% increase in housekeeping task efficiency
- Fewer missed or repeated service calls
- Tangible improvement in guest satisfaction and online ratings
Managers get full visibility into who’s doing what, and when. Frontline staff focus on delivering, not relaying. Guests notice—not because you tell them, but because everything just works.
The best-run hotels don’t react faster. They’re simply better equipped to anticipate, assign, and act—without chaos.
Your guests won’t wait.
Now your team doesn’t have to either.
Let’s talk about making that happen for you. Get in touch today.
