According to the J.D. Power 2013 North America Hotel Guest Satisfaction Index Study, the number of interactions guests have with hotel staff may have an impact on satisfaction, as guests who interact with four or more staff types, excluding the check-in staff, gave an average of 856 points, 79 points higher than the industry average. Conversely, satisfaction dropped to 53 points below the industry average when guests have no interaction with staff beyond check in.
The service optimization solutions, HotSOS, REX and PMWorks, from Newmarket® are the ideal tools to give guests what they want. A clean room, hot water, and an on-time wake-up call are essentials, but guests want their needs to be anticipated and requests swiftly executed.
HotSOS automates and tracks preventive maintenance, service orders and guest requests. With intelligent guest matching, profiling and stay history features, guest information is always at your fingertips. And, since HotSOS in enterprise-enabled and delivered via the Internet, staff members can anticipate guest needs and be more proactive because unique automation provides the right information, right when they need it.
By making the room assignment and cleaning process quick and easy, REX uses data from multiple systems in ways to help get guests to the rooms faster. First, it gathers information from the property management system (PMS) and other systems to intelligently assign rooms and provide room attendants with the next most important room to clean. Second, it communicates valuable client information such as name, stay details and room setup preferences to room attendants, so they can enhance the guest experience.
With PMWorks, maintenance staff can focus on completing open orders. Properties do not necessarily need a sophisticated tool to manage maintenance. PMWorks allows properties to create and maintain a standardized preventive maintenance program for all venues in an organization. The program can even include brand standards for frequency of maintenance and special inspections that need to be done throughout the year. This level of detail proves valuable not only in legal cases, but also serves as a competitive advantage for brands.
Service optimization solutions from Newmarket enable hospitality organizations to run at optimal efficiency and help create a home away from home experience that guests expect. They also have the tools to create personalized, unique experiences that go beyond the expected, resulting in guest loyalty and years of repeat business.
Newmarket will host the webinar on Wednesday, March 26, 2014 at 1 p.m. EST.