Guest Response, Guest Recognition Processes
Island Level of Hospitality Expected to Reach
New Heights at Oahu-Based Properties
“We are excited to work with Outrigger Enterprises,” says Mike Benjamin, Vice President of DCC. “Our interface with Stellex, their proprietary PMS, creates an ideal solution to help both hotels better recognize repeat customers and their preferences.”
At both hotels, GuestWare will replace existing manual systems. It will automatically build and maintain a database of repeat guests using data from Stellex. From any GuestWare screen, Outrigger associates will be able to access a guest’s profile containing demographics, preferences, incidents, comments and a history of visits.
“GuestWare will enable us to exceed our guests’ expectations and add efficiencies to our daily tasks,” says Elliot Mills, general manager of the Outrigger Reef on the Beach. “With our current manual guest recognition system, there is always the chance that a repeat guest could fall through the cracks. GuestWare will prevent that from happening.”.
“Being able to efficiently and quickly track preferences will enable us to deliver a service ‘wow,’” adds Jim Heather, general manager of the Outrigger Waikiki on the Beach. “GuestWare will allow us to provide guests with the recognition they expect.”
Efficiencies added to guest response process
Also at the two hotels, GuestWare will replace manual systems used to respond to guest requests and problems. GuestWare Rapid Response will provide a fast and reliable way to log, dispatch and follow-up on reported issues. GuestWare’s Call Monitor screen will display the status of all open requests and alert dispatchers when a request is overdue. Associates in each of the hotels’ call centers will manage the calls with what Heather calls a “one call does it all” approach.
“The hotels will be able to further streamline their operations using GuestWare’s Rapid Response solution,” Benjamin says. “The system not only will help improve service delivery but also provide data at their fingertips to make educated operational decisions.”
GuestWare will enable managers at the Outrigger Waikiki on the Beach and Outrigger Reef on the Beach to generate reports that pinpoint problem trends. Additional reports will provide data needed to analyze response time and labor productivity.
“With a manual system, you often have to rely on a gut feeling,” says Heather, former director of rooms at the Outrigger Guam Resort where GuestWare is installed. “With GuestWare, we will be able to quickly generate a top 10 list of recurring incidents. GuestWare adds accountability to the guest response process. It gives us the tools we need to know when a request was made, who it was assigned to and how long it took to respond. When people get busy, it will help us delegate tasks to those who are not busy.”
“Everything will be measurable by type of incident,” Mills adds. “We will be able to see where we are falling short. The reports will enable us to identify trends and improve on them.”
About Outrigger Hotels & Resorts:
Outrigger Hotels & Resorts is a division of Outrigger Enterprises Inc., the largest locally owned lodging company in Hawaii and one of the fastest growing lodging companies in the Pacific. Under various management contracts and its two hotel brands—Outrigger Hotels & Resorts and OHANA Hotels & Resorts—the company currently operates or has under development more than 50 hotels, resorts and resort condominiums throughout the Pacific region, representing more than 12,000 hotel rooms and condominium units in Hawaii, Australia, Micronesia, Fiji and New Zealand. For more information, visit www.outrigger.com.
GuestWare provides property and enterprise CRM solutions specifically to the lodging industry with more than 15 PMS interfaces and more than 700 hotel customers. GuestWare enables hotels and management companies to streamline and enhance service delivery and guest recognition processes. GuestWare was the first company to develop a comprehensive Rapid Response problem resolution system integrated with guest recognition and essential to successful customer relationship management.
GuestWare is developed, marketed, implemented and supported by Diversified Computer Corp., Seattle. GuestWare’s suite of software products includes Enterprise, Guest Recognition, Rapid Response, Incident Tracking, Facilities Maintenance, Comment Card Tracking and Communication Server. For more information about GuestWare, go to www.guestware.com, or contact Mike Benjamin at (888) 504-8378.
|Also See||GuestWare Leverages SpectraLink Wireless Telephones to Improve Rapid Response Time; In-building Wireless Telephone System Increases Productivity, Provides Greater Guest Satisfaction / July 2005|
|GuestWare Unveils New SmartRunner for Pocket PC and Java-Enabled Cell Phones at HITEC; Application Adds Speed, Functionality to Industry’s Leading Rapid Response System / June 2005|
|Diversified Computer Corp. Moves GuestWare Headquarters to Seattle’s Futuristic, High-Tech Fisher Plaza; Cites Increased Demand for Safe and Secure Data Hosting / February 2005|
|Park Hyatt Chicago Chooses GuestWare to Power Call Center; Hotel is Seventh Hyatt Branded Hotel to Select Industry Leading CRM Solution / December 2004|
|GuestWare Partners with iPost to Add Personalized Direct E-mail Marketing to Industry Leading Guest Recognition Solution / November 2004|
|GuestWare, Mintek Mobile Data Solutions Form Strategic Alliance; Agreement Allows Both to Coordinate Sales, Marketing and Development Efforts / September 2004|
|Las Vegas’ Tropicana Resort and Casino Goes ‘Live’ With GuestWare; Sister Hotel in Atlantic City Touts CRM Software’s Benefits / August 2004|
|Case Study: With GuestWare’s Help, Service Teams at La Cabana All Suite Beach Resort and Casino Drastically Reduce Room Defects, Accelerate Response Time / June 2004|
|Six Sigma Black Belt Hired to Sell Industry Leading GuestWare Software / April 2004|
|Downtown Houston’s Hotel ICON, Benchmark Hospitality’s First Personal Luxury Hotel Property, Installs GuestWare to Enhance Personalized Service / April 2004|
|Turning Problems into Opportunities: Guest Response Systems Provide the Data Needed to Eliminate Defects, Improve Processes and Increase Guest Satisfaction / December 2003|
|Tired of Fighting Fires? Proactive Hotel Managers Implement Guest Call Centers to Deliver Outstanding Service, Save Thousands of Dollars / November 2003|
|GuestWare, Arch Wireless Form Alliance to Provide Powerful Two-Way Messaging Solution / June 2003|
|GuestWare Unveils Enterprise, its Systemwide CRM Solution, at HITEC / June 2002|
|Case Study: Monterey Plaza Hotel & Spa’s GuestWare Guru Pushes Software to its Limit / April 2003|
|GuestWare, Kor Hotel Group Partner to Deliver Powerful, Personalized Service / March 2003|
|GuestWare Helps Streamline, Untangle Blue Mountain Ski Resort’s Guest Response Processes / Feb 2003|
|Case Study: Kimpton Implements GuestWare’s Enterprise to Provide Powerful Guest Service / June 2002|
|Customer-Relationship Management Software Helps Salt Lake City's Hotel Monaco Beat the Competition / April 2002|
|GuestWare Propels Peabody Orlando to National AH&LA Guest Relations Award / April 2002|
|Kimpton Hotel & Restaurant Group Installs GuestWare to Improve Guest Loyalty Program / July 2001|