operations technology - nuvola â€“ guest request & complaint

Guest Service Operations Technology

An intuitive guest service management software for hotels.

mynuvola.com - The voice of the hotel

1.415.992.3999

# 1 in ease-of-use.Guest Service Interconnectivity.Made by hoteliers, for hoteliers.

Table of Content

mynuvola.comGuest Service Operations Technology

Guest Service Operations Technology mynuvola.com

Guest Service Management: Progressive Hotel Interconnectivity

Hospitality Facts: Instant Guest Recovery

Desktop Platform: Enhanced Hotel Communication

Customer Service Automation: Better Guest Services. Faster Recoveries

Comparative Report: Multi-Hotel Stats, Trends and Data

Next Steps: Multi-Hotel Stats, Trends and Data

Hotelier Mobility: Smartphone and Tablet Ready

Angel - Guest App: An App for them

Guest Recovery Workflow: Bulletproof Follow-ups

Environmently-Friendly: Adopting earth-friendly tools for your hotel

What Makes Us Different: We are Techs That Love Hotels

Benefits: A Service Full of Advantages

Guest Service ManagementProgressive Hotel Interconnectivity

What is Guest Service Management?

Incidents

GuestRequests

Pass On

Reports

GuestSurvey

Hotel Staff

PreventiveMaintenance

Packages

Lost &Found

Multi-HotelManagement

Guest Service Management Software (GSMS) manages, tracks and responds to in-house guests activities in real-time. GSMS provides an efficient internal communication environment, between departments and externally with guests. GSMS is the ideal tool that allows hoteliers to increase customer loyalty by reacting in real-time to requests and assessing guest behavior-patterns.

Guest Recovery Workflow (GRW) is an integral component of GSMS service. GRW is a status-based program designed to categorize, assign and follow up on incidents as a method to improve response-time targets and hotel customer satisfaction goals. Nuvola’s GSM improves key service indicators and increases repeat-guest stays and allows decision-makers to take action based on factual hotel trends.



Hospitality FactsInstant Guest Recovery

Increase Customer Loyalty

Take immediate action

Know your guests

Technology provides the necessary tools tounderstand your customer service patterns.

Hospitality review systems address guest incidents “after the fact”allowing the guests to depart your hotel dissatisfied with their hotel experience.

There is much to learn about guests by understandingwhat they appreciate about your services and facilities.

At what stage in technology adoptioncurve will you implement a GSM tool?

Paper vs. Digital



3 in 5 guests would try a newhotel brand for a better

service experience

59%

Resolve a complaint in the guest'sfavor and in a timely manner and theywill stay with you again 70% of the time

70%

It takes 12 positive experiences tomake up for one unresolved

negative experience.

8%

*Source: Marketing Metrics *Source: American Express Survey, 2011 *Source: Customer Experience Impact Report by Harris

Customer Service AutomationBetter Guest Services. Faster Recoveries.



REAL-TIME INCIDENTNOTIFICATION

GUEST SERVICES

Achieve all your GuestService Management

Objectives

Improve Your GuestRecovery Response Time.

GUEST SATISFACTION ORIENTEDSuccessfully resolve issues whileGuests are in-house.

ESCALATION MANAGEMENTAll issues are addressed andprioritized based on durationand severity.

CUSTOMER LOYALTYIncrease your frequentguest stays.

Services

For Desktop Access

Enhanced Hotel Communication

One comprehensive dashboard that provides a clear visual of what is happening in your hotel at all times.

Real-time event notifications with customized scalability for follow up on activities.

Schedule Preventive Maintenance work-orders, assign future requests while collaborating with multiple team-members to resolve incidents.



Hotelier MobilitySmartphone and Tablet Ready

Create, review and assign service requests remotely.

Enable your team with mobile access to view and resolve hotel activities

Real-time updates on service requests translates into increase in customer service standards.

Request digital signature from guests when delivering packages and lost & found items.



For Your Team

Angel Guest AppAn App for them

Allow your guests to skip the phone call with Angel.

Guests can rate your hotel during their stay, allowing you to celebrate "happy guest" reviews and address potential issues.

Always staying connected with guests strengthens customer loyalty.



For Your Guests

Guest Recovery Workflow Bulletproof Follow-ups

PendingTeam-members:

log all events

CompletedTeam-members:

resolve events as planned

ClosedSupervisors reviewand close events

Your service requests are resolved as planned

Your key service indicators are tracked

Your departments work in sync

Your team enjoys anywhere access

Your Guests are happier!

BenefitsEvents

On-Hold

Future

Preventive Maintenance

Categories



Properly track service requests Complete incidents on-time Ensure Guest satisfaction is met

Comparative ReportMulti-Hotel Stats, Trends and Data

Compare service indicators between hotels

Review global guest issue patterns

Set incident recovery goals by hotel

Comprehensive Reports



Standardized your Guest Service Management procedures across all your hotels.

For Groups

GUEST SATISFACTION

METRICS

COMPANY-WIDEPRODUCTIVITY

SNAPSHOT

CUSTOMERLOYALTYTRENDS


Environmentally FriendlyApproach to Customer Service

The core idea is to maximize customer value while minimizing waste. Simply, lean means creating more value for customers with fewer resources.


A Green AllianceA commitment to adopting earth-friendly

tools for your hotel.


Employee turnover

Easy training and deployment

Appealing user interface

Friendly approach to technology

What Make Us DifferentWe Are Techs That Love Hotels

Intuitiveness

Enjoy on-going software upgrades and stay current

on new industry tools and improved functionality

Adopt a SAAS model that constantly betters your

guest service operation

Work smarter while reducing your hotel’s carbon

footprint

Affordability



Efficiently track incidents and hotel activities from one dashboard

Provide your guests with an app for service requests management

Schedule your preventive maintenance program

Manage your MOD and Shift Pass On report digitally

Keep your operation centralized and your departments synchronized

Track your packages and lost & found items

Access your Nuvola from any smartphone or tablet

Set up your automatic alerts for incidents and stability notifications

Schedule VIP greeting calls

BenefitsA Service Full of Advantages

Nuvola is the most intuitive guest service software for hotels

Nuvola is cloud-based

Nuvola has zero infrastructure costs

Nuvola will have your staff trained and your account up andrunning in less than an hour



Next StepsWhat happens next?



Assign a Nuvola Champion

Review Account Customization

ACCOUNT CONFIGURATION CALL STEP ONE

Review Response-Times

Evaluate User Adoption

FOLLOW UPSSTEP THREE

Formats: Physical or Online

Trainings (1-hour per session)

TRAININGSTEP TWO

110 East Broward Blvd Suite 1700Fort Lauderdale, Florida 33301

1.415.992.3999

[email protected]


Thank You!

operations technology - nuvola â€“ guest request & complaint

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