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Callaway Resort & Gardens Relies On Guestware Rapid Response for Asset Protection, Guest Service

  • Guestware®
  • 06.20.18
Callaway Resort & Gardens implemented the Guestware Select solution to automate incident tracking and rapid response for guest requests and staff assignments.

“Guestware does an excellent job of taking, recording and directing guest and staff requests at Callaway Gardens. But for me, it is all about Guestware’s analytics,” said Marc B. Bauer, vice president, resort operations for Callaway Resort & Gardens (Callaway) in Pine Mountain, Ga.

Callaway is a 670-room full-service destination that offers a spa, two 18-hole golf courses, a lodge, cottages and many activities and attractions. Guestware is a leading cloud-based guest-service and rapid response solution provider for hotels and resorts.

The Guestware Select solution is designed for hotels that want to streamline guest service and maintenance procedures but don’t require a PMS interface. When a guest requests service or has a problem, the system automatically directs the request to the appropriate and available staff or department. Guestware records and categorizes all requests and generates reports that identify recurring incidents and request types that help trends in service quality.
“Every morning I get a Guestware Executive Summary Report with a detailed list of the past 24 hour’s incident activity,” said Bauer. “I also get a recurring incident report that lists repeat issues for the same room. This shows me where I may need to budget for preventative maintenance or asset replacement. I also review our open ticket report. This tells how long it takes staff to respond to issues. It also spotlights specific incidents that need continued attention. This shows us where to focus our team’s attention.”  
Bauer noted Callaway’s Guestware system monitors open guest requests and maintenance work orders and automatically escalates their importance if they remain unresolved for a specific length of time. “If a ticket remains open beyond a set period of time, Guestware sends an email to the resort operations manager," he said. "This is just one example of how the system keeps our team on task to provide the best guest service and maintain Callaway up to our high standard.” 
Founded in 1990, Guestware focuses on elevating the guest experience for hotels and resorts. Guestware works with select and full-service hotels and resorts in more than 70 countries and has more than 1,600 implementations worldwide. 
Guestware’s product line is made up of Guestware Select which includes guest response and facilities maintenance functionality perfect to streamline the guest experience at smaller boutique and select-service hotels. It is implemented remotely with simplified setup for fast adoption and ROI. 
Guestware Suite provides a PMS interface plus guest recognition functionality for pre-arrival planning. It includes everything in Guestware Select and personalized service ideal for upscale and luxury hotels and resorts.  
Guestware Plus includes the full Guestware Suite solution plus additional CRM functionality for guest-facing recognition and loyalty programs with CRS and website integration.

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