Communications Server
- Benefit Highlights »
- Automate dispatching process with two-way messaging
- Receive and close requests by pager or cell phone
- Streamline housekeeping, engineering, room service and more
- Escalate overdue calls to e-mail or pager
- Reduce radio traffic and labor cost of dispatcher
Accelerate Response Time
The Communication Server, an optional application module with GuestWare, integrates two-way messaging (or other types of text-based messaging) with GuestWare's Rapid Response module. The software automates the dispatching process by allowing staff to receive and close requests from a pager or cell phone. The result: fast and consistent service that is personalized, measurable and less labor-intensive.
- Simplify Work Flow
- When a guest reports a request or maintenance issue, hotel associates can either log it directly into GuestWare Rapid Response or from a SmartRunner two-way paging device. The calls are automatically dispatched to the appropriate runner based on rules set up in the Communication Server. The runner can then respond and close out the call via pager which communicates back to the guest service agents that the call is completed. Every guest request logged into GuestWare streamlines work flow and provides valuable information for follow-up and process improvement.
Customize Your Own Solution
Text messages dispatched from GuestWare's Rapid Response module can be configured to include the room, guest name (automatically with PMS interface) and the request or problem. The Communication Server can be configured to send a reminder page to the runner if an incident is not completed within its specific priority time limit. The Server also can be configured to send an escalation page or e-mail to a supervisor or manager if the call is not received or completed within a specified time.
- Leverage Two-way Messaging
- The GuestWare Communication Server uses existing e-mail systems or a modem to communicate with most two-way messaging devices. Different types of pagers can be used. The system also works with cell phones that include two-way messaging. Most of the major wireless messaging service companies have an option for two-way messaging and support many of the wireless devices.
- Set Your Own "Rules"
- The Communication Server includes a "rules" engine that allows each hotel to customize its own system to match work flow. Based on the type of request, rules can be set up to automatically dispatch the appropriate pager. Rules can be configured by section, floor, tower, zone, department, trade, type of problem, shift, priority and rotation within a group of pagers.
- Technical Description
- The Communication Server is a MS SQL Server application that runs as a service on a Windows NT Class machine. Messages are sent and received through a MAPI compliant e-mail system such as Microsoft Exchange or SMTP. Custom interfaces to in-house paging systems or non-standard devices are available upon request.
- Standard Features with Two-way Devices
- Guest status displayed (VIP or Repeat)
- Reminder and escalation pages
- Canned replies
- Convert calls to work orders
- Type notes and add to response notes
- Additional Features with SmartRunner
- Formatted in-box for easy identification
- Ability to report new problems
- Ability to change the incident code on reply
- Easy-to-use menus
- Variable tones based on priority