Digital Concierge
Provides guests with 24/7 virtual assistance for hotel requests, bookings, and information through their mobile, web, or messaging platforms in multiple languages. Digital Concierge streamlines hotel operations with task management, real-time staff notifications, and performance tracking while integrating seamlessly with existing hotel systems.
Instructions
This page helps you prepare "Solution Requirements" section in Vendor Management Portal and you will see the exact questions and flow.
🔴 Mandatory questions: Must answer "Yes" to continue
🟡 Preferred questions: Can answer either way and continue
Follow the question flow as indicated
Q1 🔴 Mandatory - Guest Authentication
Main Question: Can your solution provide a secure authentication mechanism to verify the presence of a guest before allowing service requests or access to features?
Example Requirements: Guests can authenticate their presence using methods such as scanning room-specific QR codes, making requests only via hotel Wi-Fi, or validating their last name and room number.
🔴 Answer: ○ Yes [Next: Q2] ○ No [⚠️ Cannot Proceed]
Q2 🔴 Mandatory - Real-Time Guest Assistance Interface
Main Question: Can your solution enable hotel guests to easily submit service requests and receive real-time updates through a user-friendly digital interface?
Example Requirements: Guests can order in-room dining, book hotel facilities, and request housekeeping/maintenance with the service requests automatically routed to relevant departments based on request type.
🔴 Answer: ○ Yes [Next: Q3] ○ No [⚠️ Cannot Proceed]
Q3 🔴 Mandatory - Task Management Panel
Main Question: Can your solution provide or integrate with a work order/ task management panel that empowers hotel managers to track and coordinate service delivery effectively, and hotel staff to pick up and complete guest service requests independently?
Example Requirements: Hotel staff can view and pick up guest requests independently, and indicate completion upon service delivery. Hotel managers can reassign guest requests to relevant staff.
🔴 Answer: ○ Yes [Next: Q4] ○ No [⚠️ Cannot Proceed]
Q4 🔴 Mandatory - Alerts and Notifications System
Main Question: Does the task management panel include configurable alerts and escalation workflows that notifies hotel managers and staff about guest requests, unattended tasks, and other important updates related to service delivery?
Example Requirements: Hotel staff receive real-time alerts on new guest requests and reminders for pending tasks. Hotel managers receive notifications for unattended requests, ensuring timely follow-up and escalation as necessary.
🔴 Answer: ○ Yes [Next: Q5] ○ No [⚠️ Cannot Proceed]
Q5 🔴 Mandatory - Digital Compendium Interface
Main Question: Can your solution enable guests to conveniently retrieve information 24/7 through a user-friendly digital compendium that organises hotel-relevant information?
Example Requirements: Guests are able to search for and/or ask for answers to hotel FAQs such as Wi-Fi passwords and check-out hours, and explore suggestions on local attractions.
🔴 Answer: ○ Yes [Next: Q6] ○ No [⚠️ Cannot Proceed]
Q6 🟡 Preferred - Promotion and Upselling
Main Question: Can your solution share promotions and upselling offers to selected guests during their stay?
Example Requirements: The digital concierge automatically sends guests a breakfast voucher upon check-in or shares a promotion on dining deals to guests who made a restaurant reservation.
Note: Message charges (via SMS, social media, instant messaging platform (e.g. WhatsApp), etc.) will not be supported under the grant.
🟡 Answer: ○ Yes [Next: Q7] ○ No [Next: Q7]
Q7 🔴 Mandatory - Dashboards and Reports (DC)
Main Question: Can your solution provide dashboards and reporting capabilities to conduct comprehensive service performance tracking and analytics?
Technical Requirements: Your digital solution should have one or more dashboards that provide an at-a-glance overview of key metrics/indicators with at least 4 charts/graphs to help users analyse data through data visualisation.
Dashboard Requirements: The dashboard must include at least one of the following interactive features:
Option 1: Interactive charts/graphs that allow users to interact with one chart and apply that interaction as a filter to other charts on the dashboard, and vice versa
Option 2: At least three common filters/slicers applicable to ALL charts/graphs on the same dashboard
Coverage Areas: a) Optimise staffing levels b) Improve response time (SLA) and resolution rates c) Identify upselling/cross-selling opportunities for services and amenities
🔴 Answer: ○ Yes [Next: Q8] ○ No [⚠️ Cannot Proceed]
Q8 🔴 Mandatory - Multi-Language Support
Main Question: Can the solution provide automated assistance in more than one language, other than English, to cater to diverse guest profiles?
Example Requirements: Guests can also request assistance in Mandarin, Bahasa Melayu, Tamil, etc
Submission Requirements: List the languages that your solution is available in. Click "Yes" to confirm you have completed the instructions.
🔴 Answer: ○ Yes [Next: Q9] ○ No [⚠️ Cannot Proceed]
Text Elaboration Required: [Text Box for Description/Details]
Q9 🔴 Mandatory - System Integration and Connectivity
Main Question: Does the solution integrate seamlessly with minimally the hotel's existing Property Management System (PMS), and/or Point of Sales (POS), Customer Relationship Management (CRM), Work Order System, F&B Systems, or other relevant systems?
Example Requirements: The digital concierge platform integrates with the hotel's property management system for access to guest profiles and booking details.
Submission Requirements: Provide a list of systems that can be integrated with. Click "Yes" to confirm you have completed the instructions.
🔴 Answer: ○ Yes [Next: Q10] ○ No [⚠️ Cannot Proceed]
Text Elaboration Required: [Text Box for Description/Details]
Q10 🔴 Mandatory - Cloud and Multi-Device Accessibility
Main Question: Can your solution provide cloud-based accessibility for both mobile and/or desktop usage, supporting all features mentioned in this checklist?
Example Requirements: Hotel guests can access the digital concierge through a mobile application, web browsers, and/or messaging platforms.
🔴 Answer: ○ Yes [Next: Q11] ○ No [⚠️ Cannot Proceed]
Q11 🟡 Preferred - Alternate Channels of Interaction
Main Question: Besides a digital interface, can your solution enable guests to send requests, ask inquiries, and perform service navigation with the digital concierge through alternate channels or modes (e.g., voice assistants, holograms, etc.)?
Example Requirements: A guest uses a voice assistant, saying "Book me a spa appointment for 5 PM" or interacts with a holographic concierge to inquire about local attractions. The concierge accurately processes the request or provides the necessary information.
🟡 Answer: ○ Yes [Next: Q12] ○ No [Next: Q13]
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Q12 🔴 Mandatory Follow-up - Alternate Channels of Interaction - Elaboration
This question appears only if you answered "Yes" to Q11
Main Question: Please specify the alternate channel(s) of interaction. Click "Yes" to confirm you have completed the instructions.
🔴 Answer: ○ Yes [Next: Q13] ○ No [⚠️ Cannot Proceed]
Text Elaboration Required: [Text Box for Description/Details]
Q13 🟡 Preferred - Automated Guest Engagement and Interaction
Main Question: Can your solution use GenAI functionality to power an interactive digital compendium to provide automated, context-aware responses to guest inquiries based on real-time data and/or guest preferences?
Example Requirements: The digital concierge automatically provide personalised recommendations for local attractions based on guest profiles, and instant answers to guest inquiries on hotel FAQs such as Wi-Fi passwords and check-out hours.
🟡 Answer: ○ Yes [Next: Q14] ○ No [Next: Q14]
Q14 🟡 Preferred - Personalised Offers and Upselling
Main Question: Can your solution dynamically recommend and share personalised offers to guests based on their preferences, profiles, travel purpose, and booking history?
Example Requirements: The solution automatically sends a guest who frequently books spa appointments an exclusive promotion for a premium spa package during their stay.
Note: Message charges (via SMS, social media, instant messaging platform (e.g. WhatsApp), etc.) will not be supported under the grant.
🟡 Answer: ○ Yes [Next: Q15] ○ No [Next: Q15]
Q15 🟡 Preferred - AI Features
Main Question: Does your solution incorporate AI in your core features and functions?
🟡 Answer: ○ Yes [Next: Q16] ○ No [Next: Q17]
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Q16 🔴 Mandatory Follow-up - AI Features - Elaboration
This question appears only if you answered "Yes" to Q15
Main Question: Describe your AI feature and its benefits. Examples are:
a. Generate output, identify items, or provide recommendations based on training models to improve decision-making b. Recognise text, images to shorten time taken for manual inputs of forms c. Others, please specify
Click "Yes" to confirm you have completed the instructions.
🔴 Answer: ○ Yes [Next: Q17] ○ No [⚠️ Cannot Proceed]
Text Elaboration Required: [Text Box for Description/Details]
Q17 🔴 Mandatory - Business Data Extraction
Main Question: Can your solution enable SMEs to efficiently extract business data in various discrete formats such as CSV, XLSX, XML, and TSV?
🔴 Answer: ○ Yes [Next: Q18] ○ No [⚠️ Cannot Proceed]
Q18 🟡 Preferred - Personal Data Collection
Main Question: Does your digital solution collect, use, disclose, process or dispose personal data?
🟡 Answer: ○ Yes [Next: Q19] ○ No [Next: Q21]
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Q19 🔴 Mandatory Follow-up - Personal Data Protection
This question appears only if you answered "Yes" to Q18
Main Question: Can your solution demonstrate compliance with the following Personal Data Protection requirements?
Compliance Requirements: Digital solutions that collect, use, disclose, process or dispose personal data should incorporate features that support the obligations under the Personal Data Protection Act (2020).
Submission Requirements: To comply with this requirement, you MUST complete the Personal Data Protection Requirements form at https://go.gov.sg/pdp.
🔴 Answer: ○ Yes [Next: Q20] ○ No [⚠️ Cannot Proceed]
Q20 🔴 Mandatory - Vulnerability Assessment/Penetration Testing (VA/PT)
Main Question: Has your solution undergone a comprehensive security vulnerability assessment/penetration testing (VA/PT) conducted by a qualified third-party within the last 12 months?
Scope Requirements: The scope of the VA/PT must cover network security; application security; data protection measures and access control (if applicable); API security testing (if applicable); Cloud security configuration review (if applicable). Specifically, for web application security, the scope must cover minimally all OWASP Top 10 vulnerabilities.
Submission Requirements: Please submit the VA/PT report (dated maximum 1 year from the checklist submission date). The VA/PT Report must include Executive summary; Detailed findings and risk ratings; Remediation recommendations; Evidence of vulnerability fixes or mitigation plans; Testing methodology used; Scope of assessment; Assessor's qualifications and certifications.
Additional Notes: If you are the reseller of the solution, please obtain the VA/PT report from your product principal. SOC 2 Type II report can be accepted if the detailed technical vulnerability assessment results are part of the SOC2 Type II scope.
Qualified Third-Party Definition: CREST-certified companies [https://www.crest-approved.org/members/] or companies with security professional with relevant CREST certifications; Security professionals with recognised certifications such as: Offensive Security Certified Professional (OSCP); EC-Council Certified Penetration Testing Professional (CPENT); GIAC Penetration Tester (GPEN); or other equivalent industry-recognised certifications.
Click "Yes" to confirm you have completed the instructions.
🔴 Answer: ○ Yes [Next: Q21] ○ No [⚠️ Cannot Proceed]
Date of Issue Required: [Date Field] Upload Supporting Document Required: [File Upload] Text Elaboration Required: [Text Box for Description/Details]
Q21 🟡 Preferred - Cybersecurity Compliance - Cyber Essentials Mark (CEM)
Main Question: Are you the Product Principal of the solution that you are submitting for pre-approval?
🟡 Answer: ○ Yes [Next: Q22] ○ No [Next: Q24]
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Q22 🟡 Preferred - CEM for Product Principal
This question appears only if you answered "Yes" to Q21
Main Question: Has your organisation achieved CSA Cyber Essentials for ICT Vendor Mark certification or equivalent recognised cybersecurity certifications (including but not limited to Cyber Trust Mark or ISO27001) that validate the implementation of appropriate security controls against common cyber threats in your organisation and the solution you are submitting for pre-approval?
Requirements Note: Vendors are encouraged to comply at application and are required to meet this requirement by the Annual Review, where it will be assessed as mandatory.
Reference Information: For more information on Cyber Essentials mark, please refer to https://www.csa.gov.sg/cyber-essentials/
🟡 Answer: ○ Yes [Assessment Finished] ○ No [Assessment Finished]
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Q23 🔴 Mandatory Follow-up - CEM for Product Principal - Elaboration
This question appears only if you answered "Yes" to Q22
Main Question: Please specify the following information: i. The certificate demonstrating your organisation has attained Cyber Essentials for ICT Vendors ii. The cybersecurity certification the organisation has met iii. The scope of the certification
Please also upload a copy of the Certification and indicate the Certification Issuance Date in the date field. Click "Yes" to confirm you have completed the instructions.
🔴 Answer: ○ Yes [Assessment Finished] ○ No [⚠️ Cannot Proceed]
Date of Issue Required: [Date Field] Upload Supporting Document Required: [File Upload] Text Elaboration Required: [Text Box for Description/Details]
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Q24 🟡 Preferred - CEM for Resellers
This question appears only if you answered "No" to Q21
Main Question: Has your organisation achieved CSA Cyber Essentials Mark certification or equivalent recognised cybersecurity certifications (including but not limited to Cyber Trust Mark or ISO27001) that validate the implementation of appropriate security controls against common cyber threats in your organisation and the solution you are submitting for pre-approval?
Requirements Note: Vendors are encouraged to comply at application and are required to meet this requirement by the Annual Review, where it will be assessed as mandatory.
Reference Information: For more information on Cyber Essentials mark, please refer to https://www.csa.gov.sg/cyber-essentials/
🟡 Answer: ○ Yes [Next: Q25] ○ No [Assessment Finished]
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Q25 🔴 Mandatory Follow-up - CEM for Resellers - Elaboration
This question appears only if you answered "Yes" to Q24
Main Question: Please specify the following information: i. The cybersecurity certification the organisation has met ii. The scope of the certification
Please also upload a copy of the Certification and indicate the Certification Issuance Date in the date field. Click "Yes" to confirm you have completed the instructions.
🔴 Answer: ○ Yes [Assessment Finished] ○ No [⚠️ Cannot Proceed]
Date of Issue Required: [Date Field] Upload Supporting Document Required: [File Upload] Text Elaboration Required: [Text Box for Description/Details]
Preparing for submission?
Your submission should contain screenshots and write-ups that clearly demonstrate compliance with each mandatory requirement sub-point. Contact us if you need help.
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