NATIONAL REPORT— Starwood Hotels & Resorts Worldwide has selected a joint solution by IBM and Nexaweb Technologies, which reportedly enables Sheraton hotel staff to quickly respond to guests’ needs via the Internet. Starwood developed a customer response system as part of its overall customer service initiative called the Sheraton Service Promise. The application, called the StarGuest response system, is based on IBM infrastructure middleware and an emerging client infrastructure technology from Nexaweb. About 200 targeted Sheraton hotels are using the response application, which is designed to enable key hotel personnel and maintenance staff to be responsive to customer needs, and to credit customers with rebates, gifts and free rooms if the hotels responsiveness does not meet either the customers expectations or the hotels new high response standards. When a guest registers a problem or complaint to the hotel staff, this information is entered into StarGuest response and immediately alerts a hotel employee to those tasks that are relevant to him or her. Once a task is completed, a hotel employee “closes” the task in the application. What used to take up to an hour or more to complete can now be resolved within minutes through this real-time system.
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