Rapid Response
- Benefit Highlights »
- Track guest requests
- Manage and improve response time
- Increase reliability
- Improve staff productivity
- Maintain consistent service
Streamline Service Delivery
GuestWare Rapid Response improves productivity and customer satisfaction by streamlining service delivery for hotel call centers and dispatchers. Rapid Response provides a fast and reliable way for your staff to log, dispatch and follow up on all guest requests and problems. At the same time, you are building a database of incidents that allows you to pinpoint trends for process improvement.
- Log Requests Faster
- GuestWare Rapid Response lets you enter guest requests in a fraction of the
time
View a larger image it takes to write them down. The Request Entry screen uses
customizable hot buttons and drill-down menus so you can log the request with a
minimum of key strokes. Just enter the room number, select the request and GuestWare
does the rest. GuestWare even notifies you if there are any unresolved requests
for the room. With the
PMS interface,
GuestWare automatically fills in the guest's name and links every request to the
guest profile. - Integration with two-way messaging is available with Rapid Response.
- Improve Follow-up
- GuestWare helps you consistently deliver service requests faster without letting
View a larger image anything slip through the cracks. The GuestWare Call Monitor
screen displays the status of all open requests and alerts dispatchers when a request
is overdue. GuestWare displays new calls sorted by elapsed time - making dispatchers
more efficient so they can focus on follow-up. When integrated with two-way messaging,
this screen is automatically updated with responses from the paging devices.
Learn Where You Can Improve Processes
Each incident entered into GuestWare Rapid Response is automatically stored in a database which can be accessed for trend analysis and process improvement. GuestWare's flexible graphing and reporting tools zero in on the information you need to fine-tune service delivery and improve efficiency.
- Response Graphs
- Response time analysis: Generate graphs showing response time
by staff, request or department.
View sample report.
Response goal analysis: Show how many requests are delivered within your goal. View sample report.
Dispatch time: Find out the time it takes to dispatch calls.
Labor productivity: Learn how long it takes once a request is dispatched. - Other Reports
- Request frequency: Analyze cost-benefit comparing amenities
(included versus requested).
Requests by time of day: Predict peak request times to optimize staffing. View sample report.
Problems by room section: Isolate solutions with graphs by housekeeping and engineering sections. View sample report.
Top 10 incidents: Eliminate the most common problems by posting the Top 10 Report.
Recurring problems: Prioritize room PMs by finding rooms with the most recurring problems. View sample report.
Trend analysis: Detect and eliminate problems sooner using bar, line or pie graphs.
- PMS Interfaces available:
- Marriott PMS
- Marriott Courtyard
- Fidelio V6
- Fidelio V7
- Fidelio Express
- OPERA (Coming Soon)
- Springer Miller (SMS Host)
- LANMark
- HIS Epitome
- HIS- AS400
- Hyatt PMS
- Jaguar
- LMS
- AutoClerk
- Stellex
- GEAC
- Encore