guestware ® the easy way to track guest requests, guest responses and defects in service delivery
TRANSCRIPT
GuestWare®
GuestWare®
The Easy Way to Track—Guest Requests, Guest Responses
and Defects in Service Delivery
TopicsTopicsTopicsTopics
Features and benefits of the application Demonstration of the software Success stories Pricing Implementation
HousekeepingFront Desk
EngineeringPBX
Guest Services
Bell staff / Valet
Room Service
In-house Guest
Request or Problem
HousekeepingFront Desk
EngineeringPBX
Guest ServicesRoom Service
Bell staff / Valet
In-house Guest
Request or Problem
Central Call Center
ProcessProcessProcessProcess
Opportunity: Improve Service & Lower Costs
Benefits of an Automated Benefits of an Automated Service Response SystemService Response SystemBenefits of an Automated Benefits of an Automated Service Response SystemService Response System
Immediate Results Improve Service
Delivery – Improve response times– Increase reliability– Improve consistency of
service– Manage with
accountability
Long Term Benefits Process Improvement
– Collect data for analysis– Pinpoint trends– Eliminate recurring problems– Make informed decisions
• Optimize staffing productivity• Identify training deficiencies• Identify service and amenity
changes• Identify capital expenditure
needs
GuestWare OverviewGuestWare OverviewGuestWare OverviewGuestWare Overview
Why GuestWare? Strong Company Background
– In business since 1990– Over 220 GuestWare installations– Responsive to Customer needs
Easy to implement– Simple to install and setup– Easy to learn and use– Easy to maintain and support
Cost effective– Very low cost to implement– High Return on Investment (less than 1 year payback)
Rapid Response Comment Cards
Incident Tracking
Work Orders
Service Quality
Reports & Graphs
Process Improvement
Group HistoryGuest Recognition
Guest Loyalty
Request & problem history
GuestWare ModulesGuestWare ModulesGuestWare ModulesGuestWare Modules
Top 10 Requests
Drill-down detail
Rapid ResponseRapid ResponseRapid ResponseRapid Response
Streamlined Call Logging Faster Than a Manual Log
Notify staff on overdue requests
Convert incidents to work orders
Rapid ResponseRapid ResponseRapid ResponseRapid Response
Reliable & Timely Follow-up
Rapid ResponseRapid ResponseRapid ResponseRapid Response
Ten Most Frequent Incidents
Average Time (hr:min)
Ru
nn
er
Response Time by Runner
Rapid ResponseRapid ResponseRapid ResponseRapid Response
Response Time Graph
Time of Day
Incidents by Time of Day
Rapid ResponseRapid ResponseRapid ResponseRapid Response
Time of Day Graph
Interface with Interface with existing systemsexisting systems
Interface with Interface with existing systemsexisting systems
• Avoid double entry
• Provide checks & balances
Or Implement a simple work Implement a simple work order system order system
Implement a simple work Implement a simple work order system order system
• “Easy to use” work order tracking
• Monitor open work orders
• Generate room history reports
• Identify recurring room problems
Work OrdersWork OrdersWork OrdersWork Orders
Use GuestWare with or without existing work order system
GuestWare
Espresso
Maximo
Work OrdersWork OrdersWork OrdersWork Orders
Entering Work Orders
View recurring room problems
Work OrdersWork OrdersWork OrdersWork Orders
Viewing Room History
Automated Letter Generation (mail merge)
Comment CardsComment CardsComment CardsComment Cards
Monitor Guest Satisfaction
Other CapabilitiesOther CapabilitiesOther CapabilitiesOther Capabilities
Existing Modules Group History Guest Recognition
Interfaces GEAC (Q2-99) Fidelio (Q2-99) Maximo (Q2-99) Espresso (Q1-99)
Upcoming Modules Telephone Integration Lost & Found
Tracking Package Tracking
Comment CardsComment CardsComment CardsComment Cards
Categorize Written Comments
Incident LoggingIncident LoggingIncident LoggingIncident Logging
Tracking “after the fact” service failures– Complaint report/48 hour tracking tickets– JD Power meeting dissatisfaction alerts– Shift reports– Guest letters (48 hour response)– Guest compensation
Record Guest Compensation
Track each response
Incident LoggingIncident LoggingIncident LoggingIncident Logging
Logging Incidents
Incident LoggingIncident LoggingIncident LoggingIncident Logging
Point & click graphs
Drill down by DepartmentDrill down another level
Graphing FlexibilityGraphing FlexibilityGraphing FlexibilityGraphing Flexibility
Opportunity for Savings
525
535
545
555
565
575
Jan Feb Mar
Towel Requests
Success StorySuccess StorySuccess StorySuccess Story
Management used GuestWare and found...
Over 500 requests for extra towels each month
Labor Savings = $1,125 per month
Success StorySuccess StorySuccess StorySuccess Story
Solution: Add extra towel to room– Requests dropped
80%– Reduced labor
costs – Improved guest
experience0
100
200
300
400
500
600
700
Jan Feb Mar Apr May
Towel Requests
0
5
10
15
20
25
Jan Feb Mar
Broken coffee makers on the rise
Solution: Re-train HK Section 3(on correct cleaning process)
0 5 10 15
Section 1
Section 2
Section 3
Section 4
Further investigation Problem by Housekeeping
Section
Success StorySuccess StorySuccess StorySuccess Story
Using GuestWare to pinpoint training problems...
GuestWare PricingGuestWare PricingGuestWare PricingGuestWare Pricing
24 MonthSingle Payment Payment Plan
GuestWare Software License3 User $3,150 $142 / mo.5 User concurrent 4,770 216 / mo.10 User concurrent 7,920 358 / mo.
Support & Maintenance Min. 1 Year Min. 2 Years3 User $696 $58 / mo.5 User concurrent 984 82 / mo.10 User concurrent 1,704 142 / mo.
– Comment Cards– Incident Logging– Work Orders– Reports and Graphs
GuestWare TrainingGuestWare TrainingGuestWare TrainingGuestWare Training
On-site Training Days Cost
Large Hotels (>700 rooms) 2.5 $2,000Small – Mid. (<700 rooms) 2 1,600
Group Training (2 or 3 hotels)2 Hotels (<700 rooms) 2 $8003 Hotels (<700 rooms) 2 533
Training Topics– Overview – Configuration– Rapid Response
ImplementationImplementationImplementationImplementation
Standardized reports – demonstrating the use of the reports with typical outcomes
Documented step-by-step procedures for optimum performance
Hotels with GuestWareHotels with GuestWareHotels with GuestWareHotels with GuestWare
Over 220 Hotels have purchased GuestWare– Starwood Hotels with GuestWare
• Sheraton Berkshire Hotel Reading• Sheraton Boston Hotel• Sheraton El Conquistador• Sheraton Gateway Hotel• Sheraton Hotels of New York• Sheraton New Orleans Hotel• Sheraton San Diego Hotel & Marina• Sheraton Stamford• Sheraton Suites Elk Grove• Sheraton Suites Plantation• Sheraton Towers Rio de Janeiro• Westin Park Central Hotel
GuestWare®
GuestWare®