Knowcross understood this issue and developed an application called TRITON’s rapid response on Mobile. It helped me in automating the guest requests and also enabled me to manage my operations while on the move. The application is easily available for download on most of the smart phones. The system works by following easy to follow set number of steps. Upon the registration of a complaint and/or request, TRITON’s rapid response for mobile automatically assigns job to an available employee who is qualified to perform the task and is allocated to location the request/ complaint has originated from. A message is dispatched to the employee’s hand held device with specific details regarding the job. Upon completion of the job, the employee responds to the message to close it. I also noticed that at times if the job could not be completed due to some unavoidable reasons, then the employee could ‘Park’ that job for a specified amount of time. If the job was not completed on time and the system didn’t receive any update, l, then an escalation message would automatically be sent to the manager to take action and avoid guest complaint. The guest may be asked some predefined questions about the satisfaction level with TRITON’s rapid response on mobile.
By downloading TRITON’s rapid response on mobile, our hotel was able to save a staggering 60% of time used in communication thereby reducing response time to any request or complaint. This resulted in overall efficiency, higher productivity and a more methodical approach in work schedule. The staff was happier and the results were positive and tangible. I definitely recommend it as it has certainly helped me to a great extent.
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