GuestWare Propels Peabody Orlando to National AH&LA Guest Relations Award
Using GuestWare’s Customer Relationship Management (CRM) Software as the measurement tool for its Peabody Personal Service program, The Peabody Orlando has won the American Hotel & Lodging Association’s (AH&LA) national Guest Relations Award
ORLANDO (April 05, 2002) –
Using GuestWare’s Customer Relationship Management (CRM) Software as the measurement tool for its Peabody Personal Service program, The Peabody Orlando has won the American Hotel & Lodging Association’s (AH&LA) national Guest Relations Award. The hotel placed first in the category for properties with more than 150 rooms. The award was presented yesterday in Philadelphia at the AH&LA’s Annual Conference & Leadership Forum.
The Peabody Orlando became eligible for the AH&LA Achievement Award after winning the Florida Hotel & Motel Association’s 2002 Guest Relations Award. Its entry for the award highlighted the effectiveness of the hotel’s Peabody Personal Service program.
“We are overwhelmed at winning such a prestigious award from the AH&LA,” said Alan C. Villaverde, CHA, Vice President/General Manager of The Peabody Orlando. “In an industry where unique and creative guest-service programs are initiated every day, it is rewarding to have been singled out this year for our Peabody Personal Service program.”
“The Peabody Orlando totally surprised us with their innovative use of GuestWare,” said Mike Benjamin, vice president of sales for GuestWare. “We frequently hear about new best practices using GuestWare but The Peabody Orlando truly maximized its potential. GuestWare was the technology tool the hotel needed to make Peabody Personal Service shine. We are proud to have played a role in the winning of this highly respected award.”
As part of Peabody Personal Service, hotel associates are asked to report guest needs to a specially trained operator. The operator then records the information in GuestWare, the hotel’s Guest Response Software developed by Seattle-based Diversified Computer Corp. One of seven Peabody Personal Service managers then contacts the guest to address and solve the issue. Once the problem is solved, the manager reports back to the operator, who then logs the problem resolution into GuestWare.
“GuestWare became the tool with which we record and measure the progress and success of Peabody Personal Service,” said Andrew L. Whitaker, Guest Technology Manager at The Peabody Orlando. “As data are collected, we are able to study it and follow new trends in guest demand. GuestWare also helps us train our associates with an eye towards the future, and provides us with a solid and reliable tool to record the history of the Peabody Personal Service program.”
“GuestWare’s sophisticated and remarkably flexible reporting capabilities make it possible for us to share part or all of the data with department heads and managers,” Whitaker added. “This data is then used for evaluation and training. Because GuestWare can chart individual incidents in a variety of ways, including easily understood graphs and charts, the reality of Peabody Personal Service’s progress and results is made plain for all associates and management.”
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.
The Peabody Orlando, an 891-room hotel, is managed by The Peabody Hotel Group, a subsidiary of Belz Enterprises, Memphis, Tenn. Opened in November 1986, the hotel features 57,000 square feet of meeting space, along with fiber-optic video-conferencing and other state-of-the-art technology. In mid-2002, The Peabody Orlando will commence a 1,000-guestroom expansion, including an additional 125,000 square feet of flexible meeting space and a new 50,000 square-foot ballroom. Completion is projected by 2005.
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
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Source: GuestWare