Hotel Rapid Response Software for Enhancing Guest Experience

Technology is in the process of changing how hotels and the staff there greet, meet as well as treat their guests. There are several software and modules these days for the hospitality industry, which can enhance guest engagement and staff communication. In addition, a software of this sort is also capable of automating management of guest requests, maintenance jobs and complaints along with ensuring high levels of services for the guest. In fact, a hotelier can also ensure high staff productivity if they use a Hotel Rapid Response Software.

Such software enables anyone from the hotel staff to enter a job on behalf of a guest or even another staff member, through a device that is connected to the software, including smartphones. The software then automatically assigns the job to the hotel attendants, based on a few criteria, namely area assignments and skills of the attendant. The attendant is then notified of the pending job by the software, by sending a job assignment message on their phone. The attendant, after completing the job, closes the job by sending a reply message from a mobile phone, IP Phone or DECT phone. A piece of cake really! Now, all this high tech software and module might seem like a lot of work, but the truth is that these are extremely user friendly and easy to operate. When purchasing and installing such a software, just make sure that the seller sends across someone to explain the entire process to you. And after that it’s smooth sailing all the way, as you ensure that your guests are satisfied with the service levels of your hotel. And we are sure they would have no reason to be dissatisfied if all their requests and complaints are dealt with immediately

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Use Hotel Rapid Response Software and Automate Guest Request Handling

Just building a great hotel, with cutting edge amenities is not enough! You have to provide prompt and efficient services to make guest come back. Use a hotel rapid response software to automate the handling of guest requests, maintenance jobs and complaints, leading to increased productivity of staff, as well as ensuring high quality of services rendered. It is a fairly simple, yet highly effective procedure, through which a job can be registered by any hotel staff member using any device that is connected to the rapid response module, such as a smartphone. The job can be registered on behalf of a guest or even a staff member. Subsequent to job registration, the procedure for staff selection and job allocation takes place, which is based on an amalgamation of area assignments and skill set.

The selected staff member is then sent a job assignment message on their mobile device, which can include a mobile phone, a pager, smart phone or DECT among others. The staff member can then go to the assigned location and fulfill the request or resolve the complaint, subsequent to which they can close the job as completed, by sending a message from their mobile device. If the job has not been completed within the specified time, the supervisor is automatically notified and he/she can then take the required action. Subsequent to completion of the job, a staff member of the hotel can give the guest a call and confirm if they were satisfied with the level and promptness of service. The use of a Hotel Rapid Response Software decreases delays as well as wrong delivery of product or services, ensuring guest satisfaction.

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Hotel Rapid Response Software for Guest Satisfaction

An effective Hotel rapid response software is one of the underlying factors behind the success of a hotel. Several hotels use different modules or applications for ensuring high staff productivity and quality services. Such modules automate handling of complaints, guest requests and maintenance jobs.

For instance, as soon as a guest calls the guest services to order a coffee, the guest services executive registers the request on the module, which automatically selects the staff based on availability, required skills for executing the request, and assigned area of the job.

The module also informs staff of the pre-fed brand standard time for completion of the job. Further, the job is sent to the concerned staff through wireless messaging on any handheld device, including pagers or smartphones. If the job is not executed within the specific time period, an escalation is directly sent to the manager or supervisor. However, if the job has been completed within the stipulated time, the attendant can message back and update the job status to complete. The guest relations also have the option taking guest feedback to check if they were satisfied with the service provided.

Such a multilingual module also offers the functionality of parking the job, in case of unavoidable circumstances, such as a “Do Not Disturb” sign on the room; a staff member can put the job on hold. A supervisor is also capable of reassigning the job or extending time frame from the application.

The use of such a hotel rapid response software eliminates repeat orders, delays in order delivery and the requirement for manually tracing each employee and allocating jobs. The module also offers the management with some standard reports as well as a tool for creating customized reports. The use of such a module ensures that guests are satisfied with the rapid response to their requests.

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Efficient Management starts with a rapid response

In the hospitality industry, a lot of importance is given to quality service. The absence of a Work Order Management System at my establishment lead to lower levels of guest satisfaction due to delays and lapses in guests requests as they were being manually allocated and lack of accountability for tasks.

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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