Other features are:

• Automated service request distribution
• Task tracking and management
• Automated ticket escalation and alerting
• Have interface with most commonly used PMS (Opera, Protel and others)
• Supports most of browsers, operating systems and runs on desktop computers, tablets or mobile smart devices on iOS-Mac, Windows or Android apps.
• Cloud based or Hotel Hosted: These can be hosted on the cloud or deployed locally.
• Can Push, open, close and manage all guest request
• Dashboard gives real time hotel status
• Useful MIS and reporting

> Pending request in system
> Complete finished request
> Request history (Area, Time and Manpower Wise)
> Repetitive Requests
> Service agent’s performance tracking
> Requests statistics and analysis.
> Details the average amount of time taken to respond to each type of call and the
> Percentage of responses

Additionally, application can also have

> Housekeeping management module streamlines daily housekeeping activities. It improves staff productivity.
> Engineering Preventative maintenance module: Improve room preventative maintenance with customizable checklists and easy scheduling.
> Wake up call maintenance module
> Room service management module
> Minibar maintenance module

• Real time communication – Some CRM Apps also have chat feature. This helps in instant communication between employees over any guest request or challenge.
• These apps can also be used for Guest Comments/Feedback/ Satisfaction Surveys. It enhances service recovery and resolution.

Rapid response systems

There are many such workflow automation and maintenance management software solutions. These applications fall under Hotel Software, Hotel CRM, PMS, Rapid Response, Preventive Maintenance and Guest Experience Management Some hotels with budgetary challenge also use GSM modem/interface or Paging system to address hotel service issues.

Guest requests can also be opened and closed through interactive voice response (IVR) or hotel telephony system. Any simple Information communication technology that enhances guest experience, creates a wow factor and is no-brainer can be used.

Enhanced Intelligence

Integrated Hotel Systems with PMS/CRS stores guest information is in one place and accessible when needed. It enhances hotel team efficiency. These apps are helpful in transforming HK, Engineering, F&B and FO team to become winning and professional via systematic approach. Difficult situations can be handled with limited resources by taking appropriate timely decisions.

Another introduction of technology is Usage of I-Pad or any other firm similar Touch Pad as all room function controller – Automated rooms where all guest room services can be easy accessed and controller i.e. lighting, AC, Music and TV, Curtain movement etc. It is an expensive technology, but some have started using it to remove paper form the room and to promote Go Green concept. Further there are challenges when I-Pad is used to control the guest room as at times, guest forget to charge it and all the services like AC, Lighting, Drape control, music and video fail to be controlled with I-Pad. The not so techno savvy guests would prefer to use traditional switches to operate different gadgets rather than using all services integrated I-PAD.