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We have successfully differentiated all the intangible and tangible elements provided by Equatorial Hotel. As of common, people normally come to EQ for their Overnight Stay Service. Hotel EQ offers different kinds and ranges of hotel rooms for all their customers. When the customers arrive to the hotel they must first check-in at the hotel counters and register to get their room keys before making their way to the selection hotel room. The room keys are the only option that enables the customers to go inside their rooms, which is only entitled for the hotel residences. The overnight stay in the hotel rooms normally covers all the total experience obtained by the customer. Either the room condition is good or bad, whether the things offered in the room suits their preferences or not, this all depends on the individual. Besides that, the next element is one of the factors that can contribute to the total hotel experience of the customer, which is the room service. Every hotel provides this type of service. Normally, the residences of EQ will have to call Room Service and will have to explain what they need on the phone. Food services, house-keeping, any other service that they can obtain or require inside of the room.

Most of Hotel EQ customers who stay at the hotel are on a vacation would like to have a full relaxing time with their family and loved ones. One of Hotel EQ wish is to make their customers to feel right at home. As mentioned above, Hotel EQ provides exquisite facilities designed to suit the customers family and relaxing environment so that they can achieve their total hotel experience. Hotel Equatorial ensures that all their facilities are in great condition and is safe to be used by everyone. For example, the swimming pool, gym, sauna and etc.

One of the main attractions of Hotel Equatorial is the Restaurants, Cafes and Bars which offered different varieties of cuisines, from Japanese (KAMPACHI), to Peranakan Food Seri Nyonya Peranakan Restaurant), Western Food and Buffets (Resthouse Café), the chill out place (K5 Street Bistro) and Bar (Flo). Customers don’t need to find any other places to eat since the hotel offers great promotions and discounts for any of their in house dining.

3.2: After the integration of Interactive Application System and Fast Check-In/Out Kiosk

Every companies or service industries wishes to provide an excellence of service for their customers. Many organizations have continuously searched for better incentives to cater for their customers. Most hotel services acts as an intangible dominant where its service can only be measured by the service or goods offered by the company. Customers can finally evaluate the excellence or the poor of the company based on their personal experiences.

Room check-ins, overnight stay and room services are considered as intangible because its elements can be obtained by a two- way or by interaction. Room check-ins requires the hotel staffs to communicate with the customers and their attitude or treatments can be judged as a service. The way they act towards the customers and handle the registration and check-ins are the aspects that are to be looked over. Next, the overnight stay is an intangible element because it can only be measured by the service according to the customers total hotel experience. This can only be measured after combining all the elements all together. Next is the Room Service. The efficiency and helpfulness of the employees play the most important part in this.

For tangible, hotel facilities are something that customers can feel or test by themselves to measure the effectiveness and excellence of the facilities. While the presence and existence of restaurants and bars can also contribute to the the customers satisfaction by fulfilling their food needs.

With the integration of this Interactive Application System and Fast-check in Kiosk this is believed to able to help the customers and the employees. We believe that by implementing these two new elements, we can increase the customers’ satisfaction and at the same time give them an ease of use and movements.

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Figure 3.2: Modified Molecular Model for Equatorial Hotel

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Figure 3.2 shows the modified Molecular Model for Hotel Equatorial. In the figure, as we can see that there are 4 new elements that have been added to it. These 4 elements are linked to one another. Its presence are able to modify or make better the previous elements and capable to assist not just the customers, but also the body member of the hotel. Everyone is always searching for the latest innovation of technologies, this is to ensure that they are advanced and updated with the latest trends and technologies. We believe that these two new elements need to be introduced in the hotel industry as well as any other service entities.

As of any other hotels, normal check-in requires them to register at front desk and key in their respective information in the database only then they can obtain their room keys. Hotel Equatorial is located at the heart of the city of Malacca. It is always congested with many visitors of the historical city, and sometimes the check-in queue takes hours long. This happens especially during peak seasons. People come to Malacca to have a great vacation with their families and sometimes having to wait just to check in can be a nuisance to them. With this new integration of fast check-in kiosk and interactive application system, we allow the customers to have control just at their fingertips. The customer of Hotel EQ first can do online bookings, and then will be given a link to download an app (Interactive Application System). In the applications, there are many features from room registration to hotel enquiries and etc. In the application, the customers will be given a QR code. Every person or phone will be given a different QR code. This is to identify Hotel EQ’s customers and which room they belong to. The QR code needs to be activated first at the fast check-in/out kiosk where the customers information