Transcript Document
GuestWare ® The Easy Way to Track— Guest Requests, Guest Responses and Defects in Service Delivery Topics Features and benefits of the application Demonstration of the software Success stories Pricing Implementation Process Opportunity: Improve Service & Lower Costs In-house Guest In-house Guest Request or Problem Request or Problem Front Desk Central Call Center Housekeeping Front Desk PBX Housekeeping Engineering PBX Room Service Guest Services Bell staff / Valet Room Service Engineering Guest Services Bell staff / Valet Benefits of an Automated Service Response System Immediate Results Long Term Benefits Improve Service Process Improvement – Collect data for analysis – Pinpoint trends – Eliminate recurring problems – Make informed decisions Delivery – Improve response times – Increase reliability – Improve consistency of service – Manage with accountability • Optimize staffing productivity • Identify training deficiencies • Identify service and amenity changes • Identify capital expenditure needs GuestWare 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) GuestWare Modules Guest Loyalty Guest Recognition Group History Request & problem history Service Quality Incident Tracking Comment Cards Rapid Response Work Orders Process Improvement Reports & Graphs Rapid Response Streamlined Call Logging Faster Than a Manual Log Top 10 Requests Drill-down detail Rapid Response Reliable & Timely Follow-up Notify staff on overdue requests Convert incidents to work orders Rapid Response Ten Most Frequent Incidents Rapid Response Response Time Graph Runner Response Time by Runner Average Time (hr:min) Rapid Response Time of Day Graph Incidents by Time of Day Time of Day Work Orders Use GuestWare with or without existing work order system Interface with existing systems GuestWare Espresso Maximo Or Implement a simple work order system • “Easy to use” work order tracking • Monitor open work orders • Avoid double entry • Generate room history reports • Provide checks & balances • Identify recurring room problems Work Orders Entering Work Orders Work Orders Viewing Room History View recurring room problems Comment Cards Monitor Guest Satisfaction Automated Letter Generation (mail merge) Other 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 Cards Categorize Written Comments Incident 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 Incident Logging Logging Incidents Track each response Record Guest Compensation Incident Logging Graphing Flexibility Point & click graphs Drill down by Department Drill down another level Success Story Management used GuestWare and found... Over 500 requests for extra towels each month Towel Requests 575 565 555 545 535 525 Jan Feb Opportunity for Savings Mar Success Story Towel Requests Solution: Add extra towel to room – Requests dropped 80% – Reduced labor costs – Improved guest experience 700 600 500 400 300 200 100 0 Jan Feb Mar Labor Savings = $1,125 per month Apr May Success Story Using GuestWare to pinpoint training problems... Broken coffee makers on the rise Further investigation Problem by Housekeeping Section Section 4 25 20 Section 3 15 Section 2 10 5 Section 1 0 Jan Feb Mar 0 5 Solution: Re-train HK Section 3 (on correct cleaning process) 10 15 GuestWare Pricing Single Payment 24 Month Payment Plan GuestWare Software License 3 User 5 User concurrent 10 User concurrent Support & Maintenance 3 User 5 User concurrent 10 User concurrent $3,150 4,770 7,920 $142 / mo. 216 / mo. 358 / mo. Min. 1 Year Min. 2 Years $696 984 1,704 $58 / mo. 82 / mo. 142 / mo. GuestWare Training On-site Training Days Cost Large Hotels (>700 rooms) 2.5 $2,000 Small – Mid. (<700 rooms) 2 1,600 2 Hotels (<700 rooms) 2 $800 3 Hotels (<700 rooms) 2 533 Group Training (2 or 3 hotels) Training Topics – Overview – Configuration – Rapid Response – Comment Cards – Incident Logging – Work Orders – Reports and Graphs Implementation Standardized reports – demonstrating the use of the reports with typical outcomes Documented step-by-step procedures for optimum performance Hotels 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 ®