Hotel Provides Excellent With the highest decrease in occupancy rates since 1971, providing flawless customer service is more critical than ever to keeping rooms full and guests coming back. so when a large hotel complex wanted to find ways to increase the efficiency of their staff, they started by upgrading the hotel’s aging two-way analog radios to MOTOTRBO™ digital technology. With MOTOTRBO, the hotel has not only eliminated coverage gaps between the properties but has sped up response to guest requests.
Situation: Coverage gaps and a cumbersome work ticket application
Located in the heart of California’s silicon Valley, the hotel’s two 15-story buildings are located across the street from each other, with one connected to a 400,000 square foot convention center complete with exhibit space, ballroom, attached patios and 12 loading bays.
While the hotel provides generous amenities for all of its business and leisure guests, executive-level rooms with premier services and upgrades are also available, raising the bar even further for delivery of superior customer service. However, compliance with those expectations means that the hotel’s staff must have the tools available to increase efficiency and accountability.
The hotel’s aging two-way communications system consisted of analog radios that were nearing end-of-life. Coverage was spotty not only between the properties but also within the buildings themselves. The Director of Front Office Operations decided it was time to upgrade the technology and met with Tim Holt, General Manager, BearCom, a Motorola channel partner to discuss her options. During the meeting, the Director also mentioned that the hotel was using a work ticket application called Guestware.
While the application resided on the computer and improved operations from the old paper-based method, the process was still cumbersome and slow. Whenever a guest would call with a request or an issue, the front desk would log into the application, open a work ticket, then pick up the radio or telephone and call housekeeping, engineering or maintenance. When they reached the right person, which could take several attempts, they would assign the job, open the application and update the record. Once the job was complete, the front desk then had to rely upon the individual to call back and report the status so the ticket could be closed out.