The request is then be recorded manually and relayed to the relevant department for fulfilment. The department would then dispatch their staff to resolve the request. Once the job is complete, the department involved usually informs a coordinator before the case can be closed.
From start to finish, the process takes a long time and presents significant opportunity for delays. At times, the staff responsible for fulfilling the job requests may be occupied and missed the calls, setting of a chain of delays that results in slow overall service. It also allows for high human error when recording or communicating the guest request from person to person. This lengthy process is exacerbated by the high volume of guest requests, lending additional urgency to improving the situation. This leads to the major issue of guest dissatisfaction and perceived inefficiency to the hotel brand.
Cloud based job request systems provide freedom to both staff and guests. Typically guests will report a problem to the first person they come into contact with. The guest requires a quick, effective and prompt resolution to their needs. You never want to leave a guest feeling uncared for, but training each employee to solve every possible request is simply not practical. Instead, you can create automated workflows that every employee can initiate from their pc or mobile device. Imagine the floor manager starting a maintenance request for a room when he overhears a conversation about a shower not working properly. This empowers staff to resolve any requests that come their way. Your guest won’t forget an experience like that!
This system can also link into approval permissions for exceptional circumstances to help your guests feel valued and appreciated. Say the shower mentioned previously flooded the room and most of the guests clothes are now saturated, an easy approval management process could facilitate for example a gift voucher for your guest to purchase some interim clothing whilst their clothes are laundered by your in house service. If you received this service as a guest how would this make you feel?
The system allows any member of staff to accurately access the system and discover the status of any request, in addition notifications can be sent by email to the guest to inform them of completion and also to request their feedback regarding how they experienced the resolution of the issues.</p> <p>This provides the Hotel with valuable benchmarking ability, identification of great employee guest satisfaction and unprecedented word of mouth praise from the most valuable people, the guests.
We will work with you individually to tailor our solution to your very own requirements.