GuestWare Case Studies
Current Studies »
Two PCH Hotels & Resorts Properties Among Best of Best with Help of GuestWare.
Two of Alabama's premier hotels, already recognized for their superior guest service, have raised guest satisfaction levels even higher with the help of GuestWare, the lodging industry's leading customer relationship management system. The Renaissance Ross Bridge Golf Resort & Spa, located in Birmingham, and the Marriott Shoals Hotel & Spa, Florence, are now among Marriott International's top hotels nationwide in terms of guest satisfaction.
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Guest Satisfaction Crests at Two Outrigger Hotels.
Guests visiting the Outrigger Reef on the Beach and the Outrigger Waikiki on the Beach are there for a reason: to experience all the natural beauty and culture that Oahu has to offer - without having to worry about being inconvenienced during their stay. To make sure that does not happen, the two Outrigger hotels, both within steps of the warm Pacific Ocean, are using GuestWare to efficiently manage and respond to guest requests.
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Guest Satisfaction Not a Gamble at Tropicana Resort & Casino with Help of GuestWare
It is hard to believe that a seemingly simple change can make such
a great improvement in guest satisfaction and operating efficiency but that is what
happened at the Tropicana Resort & Casino in August 2004. It was then that the Las
Vegas hotel did what some in the industry consider innovative and cutting edge; they
implemented a new operating model and software tool for processing guest requests.
Using GuestWare, the hotel automated the manual process for handling in-house guest
requests and maintenance work orders.
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GuestWare Enterprise Keeps Kimpton 'In Touch' With its Thousands of Loyal Customers
The Kimpton Hotel & Restaurant Group, which owns and operates a unique
collection of 37 hotels, always has had the goal of creating unique and personalized
experiences for its guests. That strategy has paid tremendous dividends for the San
Francisco - based company; its guests return time and time again to its boutique - style
properties in places such as Chicago, Miami and Washington, D.C.
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GuestWare Helps Simplify, Centralize Copper Mountain's Complex Guest Response System
Responding to and tracking guest requests can be a challenge at any resort. When
the resort is spread out over a six-square-mile area, the challenge can be immense
especially when each unit is individually owned. Fortunately for Copper Mountain Resort,
which includes such a diverse mix of rental properties, it uses GuestWare's Rapid
Response software to help its staff respond quickly to guest requests.
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Hyatt Regency Chicago Revs Up Guest Response Time with Help of GuestWare
CHICAGO - As communications manager at the 2,019 - room Hyatt Regency Chicago,
the Windy City's largest hotel, Jamila Woods knows a thing or two about call volume.
She manages a call center that receives between 2,000 and 3,000 calls a day. About
150 to 225 of those are from guests who call to make requests or report problems;
on average, hotel personnel call 50 to 75 times a day for the same reason.
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With GuestWare's Help, Service Teams at La Cabana All Suite Beach Resort and Casino Drastically Reduce Room Defects, Accelerate Response Time
More than two years ago, 10 to 12 percent of the guests checking into La Cabana
All Suite Beach Resort and Casino experienced a guestroom with some type of defect.
That was unacceptable to the Central Dispatch Service/Guest Response Center team at
the property - Aruba's largest resort. To improve the level of service offered to
guests, the dispatch team implemented GuestWare, the lodging industry's leading customer
relationship management software, as part of its "0" Defect Program. Now, less than
1 percent of guests experience a room with any type of defect.
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Monterey Plaza Hotel & Spa's GuestWare Guru Pushes Software to its Limit
As GuestWare administrator at the scenic, Five Star Diamond Monterey Plaza Hotel
& Spa, Mike Sturgill is not afraid to push the software to its limit. In a little
more than a year's time, GuestWare has become the customer relationship tool he uses
to manage the Monterey, Calif.-based hotel's loyalty program, respond to guest requests,
track the frequency, type and cost of incidents, market to potential customers and
manage comment card data.
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With GuestWare's Help, Problem Experience Rate Plummets at Torrance Marriott
TORRANCE, CALIF. - The Torrance Marriott, a 487-room, full-service hotel located
in the heart of the South Bay of Los Angeles, is turning its problem experience rate
upside down with the help of GuestWare, the lodging industry's leading customer relationship
management solution.
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