So You Built a Great Hotel, But
How's Your Response Time?
HotelEXPERT Introduces a Fresh Technology Solution
Guest calls are entered from any telephone or PC on a local Area Network, which may be “smartly” dispatched to pagers or radioed to employees for completion. An alarm sounds for missed calls, and if the situation persists, the system pages a Supervisor or MOD.
As a “tasking” software, HotelEXPERT reduces paper work and meetings, yet increases efficiency significantly. Thousand of tasks are completed virtually paperless.
Information previously traced on hard to read log sheets can be analyzed via HotelEXPERT’s on screen reports and graphs.
|Major properties ranging from 150
to 1,400 rooms now use HotelEXPERT to deliver superior service. In 1997
HotelEXPERT was voted as ”Best New ProductTechnology” at the IH/M&R
Show in New York.
What started off as an idea to eliminate logbooks has blossomed into what is now known as HotelEXPERT Rapid Response System. HotelEXPERT was conceived by Val Reyes when he served as GM for both the Empire New York and The Barbizon Hotel. Having found most guest activity logs indecipherable, he set out to standardize record-keeping by using one computerized form for all tasks, eventually branching through a Local Area Network in 1993. All operations activity and guest calls were pooled into one central database. The hotel’s conglomerate parent, Metromedia Company, released HotelEXPERT in 1996.
Satisfying a new technology niche in the hotel industry
Much of a hotel’s tasks continue to be logged on paper, and with it the requisite manpower to manage paper trail is perpetuated. HotelEXPERT is the software that handles activity outside the traditional software strongholds: sales & catering, property management system (PMS), telecommunications and accounting. It offers three strong suites:
|on-line information on guest requests and complaints, internal projects
and task scheduling. Meetings become unnecessary and operational decisions
are fact-driven rather than intuition-driven.
HotelEXPERT, with its unique alarm system, forces staff to focus on rapid response to customers. This approach can influence a customer’s decision to recommend or himself return to a property. When used in Local Area Networks, tremendous cost savings are realized and long-term efficiencies derived.
Departments use data differently.
For example, Sales can schedule Room Service Amenity request. Room Service sees the entry and Rm Svc waiter delivers amenity. Room Service Manager runs a report to pay gratuities waiters at end-of-week. At month-end, Accounting can run a report and charge back originating departments.
Many revisions without paperwork! Eliminates meetings!