CHICAGO— The 200-room Park Hyatt Chicago has selected GuestWare customer relationship management (CRM) software to power its new communication center. The Park Hyatt Chicago currently does not have a communication center that handles all types of guest calls, according to the company. Different types of guest requests are handled by the hotel’s switchboard operator, then forwarded to departments such as engineering or housekeeping. Radios are used to dispatch calls but the processing and tracking of each request is paper-based. As a result, hotel personnel do not have an automated service delivery process or an easy way to analyze the data for process improvement. The GuestWare Rapid Response system will streamline the process, with guests having to call just one number. Those calls will be answered by communication center personnel and then logged into GuestWare. When a guest calls the hotel’s communication center, one of six dispatchers will answer and log the request in the Request Entry screen. The system will then automatically page the appropriate person to resolve the issue. Five staff members will wear pagers equipped with GuestWare’s SmartRunner system to will view the request along with the room number, guest name and priority, helping that person remember the room number and give the ability to address the guest by name. After receiving the page, the user will then select an OK button to confirm receipt of the message. After completing the task, that person may use the pager to close out the call. The pager also will allow staff to report problems or requests through the device and send them directly into GuestWare. The GuestWare Call Monitor screen will display the status of all open requests and alert dispatchers when a request is overdue. Finally, GuestWare’s Incident Tracking will allow staff to compile a record of every guest incident and its resolution and by using graphing tools, they will be able to pinpoint common problems by department, room, incident type, time of day, day of week, staff, room section, cost or “reported by” for any date range.
