@Your wish presentation (Guest Response Management)

1. PROLOGIC FIRST

2. Technology Leadership
1999
Windows
Based
Platform
2001
Internet
Based
Solutions
2003
SMS
Integration
2006
Mobile
Technologies
2008
Microsoft
.NET
2011
Business Intelligence
2009
Web Based
Cloud Solutions

3. Hotel Enterprise Solutions
BOOKINGS CRM
WISH
Booker Loyalty
Central Table
Reservations
Web Booking
Engine
Central
Reservations
Central Guest
History
GDS/IDS
Interface
Frequent Diner Profiling
Central Contracts
Management

4. Integrated Hotel System Solutions
Guest Response
Management``
Guest Response
Management

5. @yourWISH
Guest Response Management

6. • Multi-Property, Single Server Thin-client Deployment Architecture
• Intranet or Internet based access
• Capability for Cloud Deployment
• Browser Compliance: (IE, Mozilla, Chrome, Firefox)
• Microsoft .NET Framework / SQL Server 2008 Database / SQL Reporting Services
• Component Art Graphs
• Microsoft Excel Integration & Acrobat integration for Report Exports (XLS, PDF)
• SMTP, PABX, SMS Gateway Integration (2-way communication via SmartLINK)
• IVR Support (Optional via SmartLINK)
• Web services for 3rd party application to log requests
• Web Services for 3rd Party application to collect Business Intelligence Data
Technology

7. @yourWISH Workflow

8. • Guest / Inter-Department Requests Management
• Request Notifications & Escalations Workflow
• Auto Management of Recurring Requests & Open Services
• Guest Incidents and Service Cost Recovery & Analysis
• Service Intelligent Auto Assignments
• Staff Shift Maintenance & Skills mapping
• PMS Integration (Opera, WISH.net)
• SMTP, PABX, SMS Gateway Integration
• IVR Support (Optional via SmartLINK)
• Guest Service History and Satisfaction Trends
• Management Information and Monitoring (Statistics Dashboard)
• Reporting & Analytics with Excel & Acrobat Integration
Functional Features

9. • Fully Parameter-driven
• User Access Rights Control
• User Defined Workflow and Escalation Levels
• Intelligent Service Request Auto-Assignment Feature
• Staff Shift Maintenance / Service Re-Assignments
• Duplicate Call Control
• Staff Skill-Set Mapping and Assignments
• SMS Gateway Integration
• PABX Enabled Call Closure **
• PABX Enabled Call Log / IVR (optional via SmartLINK) **
Control Features

10. @yourWISH at a glance

11. @yourWISH Guest Service Request

12. Guest Service Request
- In House Guest list is fetched from PMS in real time

13. Guest Service Request
You can view history for the Guest

14. Guest Service Request
You can check already open calls for the room

15. Guest Service Request
- You can select a service using intelligent search – typos
- You can also select a service category and view services
- Expected Completion time is shown on screen
- Assignment is optional at this stage
- Notification may be through SMS / e-mail
- SOP timeline starts either from call logging or call
assignment (depending on your choice)

16. Quick Service Request
Quick call request for Guest &
Department
 Based on pre-defined
services and parameter
you may request within
few second.
 Helpful in fast operation
specially at Reception

17. Guest Service Request - Options
Create Future Date/timed service
Create Recurring Service
Create Master Service
(Launch Multiple Services at one go
- Templates can be defined

18. @yourWISH Department Service Request

19. @yourWISH Department Service Request
Log Requests against a Room
View List of All Rooms
OR
Vacant Rooms (Check from PMS)
OR
Out of Order Rooms (Check from
PMS)

20. Department Service Request – Select Room

21. Department Open Service Request
Carry out routine / special Maintenance
Requests For a room or location
Involving Multiple Departments
-Co-ordinated by a single department
Using a pre-defined category you can fire
multiple jobs at a time

22. Guest Incidents

23. Incidents Broadcasting

24. Interactive Call Queue

25. Interactive Call Queue - Assignment
System auto prompts the matching staff
names based on matching skill set and
work load at hand

26. Interactive Call Queue – Status Change

27. Call Snapshot

28. Guest Look Up
@yourWISH maintains full Guest History
and it creates profile for any resident guest
as well as social visitor. You can access all
past details through searching by guest
name, arrival/departure list (integrated
with PMS)

29. Enhanced Dashboard Statistics

30. Email & SMS Notifications

31. Active Desktop Dashboard & Auto Alerts

32. Staff Shift Maintenance

33. System Menu Access Control

34. Chain Level Control
You can define all key master data at Chain Level as a Template
and Publish across properties. At Property level, only name can be
Customized. This ensures uniform nomenclature based reporting

35. Staff Skill-Sets Mapping

36. Full Parameterization

37. User Defined Workflow/Escalations

38. Define your Services

39. Compile Service Directory

40. Reporting
Reports can be taken out for a Single Property or for a
combination of Properties or for the Chain
Reports can be viewed on screen / exported to PDF /
downloaded as formatted excel with formulae
Reports may be scheduled to run at pre-defined time /
intervals / frequency and auto-mailed to designated
recipients

41. Reporting
• Detailed Call Analysis and
Incident
• Guest Request & Incidents
History
• Top 10 Service Requests
Statistics
• Guest Satisfaction Trend
• Department Service
Performance Statistics
• Service Request & Incidents
Trend
• Staff Performance Statistics
• Room wise Service Trends
• Service Request Hourly Distribution
• Cost Recovery Analysis

42. THANK YOU