@your wish presentation (guest response management)
TRANSCRIPT
PROLOGIC FIRST
Technology Leadership
1999
Windows
Based
Platform
2001
Internet
Based Solutions
2003
SMS
Integration
2006
Mobile Technologies
2008
Microsoft
.NET
2011
Business Intelligence2009
Web Based Cloud Solutions
Hotel Enterprise Solutions
BOOKINGS CRM
WISH
Booker LoyaltyCentral Table Reservations
Web Booking Engine
Central Reservations
Central Guest History
GDS/IDS Interface
Frequent Diner ProfilingCentral Contracts
Management
Integrated Hotel System Solutions
Guest Response Management``
Guest Response Management
@yourWISHGuest Response Management
• Multi-Property, Single Server Thin-client Deployment Architecture
• Intranet or Internet based access
• Capability for Cloud Deployment
• Browser Compliance: (IE, Mozilla, Chrome, Firefox)
• Microsoft .NET Framework / SQL Server 2008 Database / SQL Reporting Services
• Component Art Graphs
• Microsoft Excel Integration & Acrobat integration for Report Exports (XLS, PDF)
• SMTP, PABX, SMS Gateway Integration (2-way communication via SmartLINK)
• IVR Support (Optional via SmartLINK)
• Web services for 3rd party application to log requests
• Web Services for 3rd Party application to collect Business Intelligence Data
Technology
@yourWISH Workflow
• Guest / Inter-Department Requests Management
• Request Notifications & Escalations Workflow
• Auto Management of Recurring Requests & Open Services
• Guest Incidents and Service Cost Recovery & Analysis
• Service Intelligent Auto Assignments
• Staff Shift Maintenance & Skills mapping
• PMS Integration (Opera, WISH.net)
• SMTP, PABX, SMS Gateway Integration
• IVR Support (Optional via SmartLINK)
• Guest Service History and Satisfaction Trends
• Management Information and Monitoring (Statistics Dashboard)
• Reporting & Analytics with Excel & Acrobat Integration
Functional Features
• Fully Parameter-driven
• User Access Rights Control
• User Defined Workflow and Escalation Levels
• Intelligent Service Request Auto-Assignment Feature
• Staff Shift Maintenance / Service Re-Assignments
• Duplicate Call Control
• Staff Skill-Set Mapping and Assignments
• SMS Gateway Integration
• PABX Enabled Call Closure **
• PABX Enabled Call Log / IVR (optional via SmartLINK) **
Control Features
@yourWISH at a glance
@yourWISH Guest Service Request
Guest Service Request
- In House Guest list is fetched from PMS in real time
Guest Service Request
You can view history for the Guest
Guest Service Request
You can check already open calls for the room
Guest Service Request
- You can select a service using intelligent search – typos
- You can also select a service category and view services
- Expected Completion time is shown on screen
- Assignment is optional at this stage
- Notification may be through SMS / e-mail
- SOP timeline starts either from call logging or call
assignment (depending on your choice)
Quick Service Request
Quick call request for Guest &
Department
Based on pre-defined
services and parameter
you may request within
few second.
Helpful in fast operation
specially at Reception
Guest Service Request - Options
Create Future Date/timed service
Create Recurring Service
Create Master Service
(Launch Multiple Services at one go
- Templates can be defined
@yourWISH Department Service Request
@yourWISH Department Service Request
Log Requests against a Room
View List of All RoomsOR
Vacant Rooms (Check from PMS)
OROut of Order Rooms (Check from PMS)
Department Service Request – Select Room
Department Open Service Request
Carry out routine / special Maintenance Requests For a room or location
Involving Multiple Departments-Co-ordinated by a single department
Using a pre-defined category you can fire multiple jobs at a time
Guest Incidents
Incidents Broadcasting
Interactive Call Queue
Interactive Call Queue - Assignment
System auto prompts the matching staff names based on matching skill set and work load at hand
Interactive Call Queue – Status Change
Call Snapshot
Guest Look Up
@yourWISH maintains full Guest History and it creates profile for any resident guest as well as social visitor. You can access all past details through searching by guest name, arrival/departure list (integrated with PMS)
Enhanced Dashboard Statistics
Email & SMS Notifications
Active Desktop Dashboard & Auto Alerts
Staff Shift Maintenance
System Menu Access Control
Chain Level Control
You can define all key master data at Chain Level as a Templateand Publish across properties. At Property level, only name can beCustomized. This ensures uniform nomenclature based reporting
Staff Skill-Sets Mapping
Full Parameterization
User Defined Workflow/Escalations
Define your Services
Compile Service Directory
Reporting
Reports can be taken out for a Single Property or for a combination of Properties or for the Chain
Reports can be viewed on screen / exported to PDF / downloaded as formatted excel with formulae
Reports may be scheduled to run at pre-defined time / intervals / frequency and auto-mailed to designated recipients
Reporting
• Detailed Call Analysis and
Incident
• Guest Request & Incidents
History
• Top 10 Service Requests
Statistics
• Guest Satisfaction Trend
• Department Service
Performance Statistics
• Service Request & Incidents
Trend
• Staff Performance Statistics
• Room wise Service Trends
• Service Request Hourly Distribution
• Cost Recovery Analysis
THANK YOU