GuestWare Introduces Two-Way Messaging to Chicago Marriott Downtown
The Chicago Marriott Downtown has implemented GuestWare’s two-way messaging system to improve service delivery in the hotel’s Guest Response center.
CHICAGO (March 11, 2002) –
The Chicago Marriott Downtown has implemented GuestWare’s two-way messaging system to improve service delivery in the hotel’s Guest Response center. Two-way messaging enables the hotel to dispatch all guest requests and maintenance issues via alpha numeric pager. The hotel was selected to be the first out of more than 400 Marriott properties with GuestWare to use the messaging system.
GuestWare’s Rapid Response software already allowed the hotel’s call center to log, dispatch and follow-up on all guest requests and problems but the hotel relied on a one-way paging system. With the addition of two-way messaging, however, the property now can dispatch and close a request via pager. An interface with the hotel’s property management system enables the page to include the room number, guest name and request description.
“When an engineer or other hotel staff person receives a page, they read the text message on the pager and confirm its receipt,” said Mike Benjamin, vice president of sales for GuestWare. “With one-way paging, they still had to use radios to confirm they received the message. Also, when the task is completed, a ‘Finished’ button is pushed on the pager. It sends a time stamp back into GuestWare and flags the incident for a follow-up call to the guest.”
“The incident and resolution is automatically linked to the guest history record for future recognition,” Benjamin added. “Management also use the graphs for process improvement.”
“After implementing GuestWare’s two-way messaging for Rapid Response, we immediately saw a 75 percent reduction in radio traffic,” said Samuel D. Stanovich, Telecommunications/Guest Services Manager at the Chicago Marriott Downtown. “Our staff quickly bought into GuestWare’s solution, enabling us to achieve immediate productivity improvements and better serve our customers.”
The Chicago Marriott Downtown, a 46-floor Marriott Hotels, Resorts & Suites property, is located along Chicago’s famous Magnificent Mile. The landmark hotel offers 1,192 guestrooms and more than 60,000 square feet of meeting space. For more information about the hotel, go to www.marriott.com.
GuestWare, Customer Relationship Management software for the lodging industry, is developed, marketed, implemented and supported by Diversified Computer Corp., Seattle. GuestWare is installed in more than 600 hotels worldwide. For more information about GuestWare, go to www.guestware.com or contact Mike Benjamin at (888) 504-8378.
Learn more about GuestWare at booth 1354 at this year’s HITEC, June 25-27, at McCormick Place in Chicago.
Contacts:
Mike Benjamin, Vice President
Diversified Computer Corp.
(888) 504-8378
E-mail: mike.benjamin@guestware.com
www.guestware.com
Glenn Hasek, President
Hasek Communications
(440) 243-2055; cell: (216) 702-0334
E-mail: hasekcom@aol.com
www.hasekcom.com
PermaLink to this Press Release: http://www.guestware.com/company/press-room/press-releases/20020311/
Source: GuestWare