Kensington Hotel: Internal Broadcasting Across 15 Locations

Hospitality has to be the industry most sensitive to trends. To win over the MZ customers at our hotels, we believed the honest voices of our same-generation employees were the answer. We wanted TouchClass to be a playground where young employees scattered across our national chain could throw out ideas freely, without physical barriers.

Email and groupware transmit information, but they rarely create empathy. TouchClass is like social media — posting is easy, and you can see comments and reactions instantly. Employees participating as reporters in our in-house KennyTV channel can post internal issues without security worries, and posts routinely pass 200 views on average. That's evidence of real participation, not just information delivery.

Field employees rarely have time to connect across locations. Hearing a colleague from another branch share their story and concerns during a live broadcast builds real emotional bonds. Even when in-person training wasn't possible, live broadcasts connected our nationwide team in real time — a powerful communication strategy.

Hotel field staff can't check a PC constantly. After adopting TouchClass and sending major announcements via mobile push, propagation sped up dramatically. And because we can track who opened each message in real time, we can send targeted follow-ups only to branches or learners who missed it — very useful operationally.

Beyond branch breaking news and job postings, customer-service tips and on-site ideas come in constantly. Ideas like delivery-service concepts or small object-sharing posts have made the culture more flexible, and that flows into more lively customer service. The experience of being an in-house reporter and taking center stage is itself a major asset.

We don't force it. We keep serving up trendy challenges, campaigns, and employee interviews or vlogs so people have fun. That made employees feel connected and start logging in voluntarily. The key is designing communication so it feels like daily life, not a work task.

We'll grow it into a knowledge-sharing hub where every employee across our national chain shares Kensington's values and expresses their own creativity. With TouchClass, ideas from the field turn into services immediately — we'll lead the most agile, trend-forward hotel culture in the industry.