This document describes a work order system created by CHR for Chatrium Hotels & Residences to improve guest satisfaction and efficiently manage service requests across departments. The system allows guests and staff to create paperless service tickets, assigns tasks to appropriate teams, and provides tracking and reporting on requests from opening to closure. It will be launched in November 2012 at four Chatrium properties in Bangkok and Yangon to facilitate inter-department communication and coordinate guest services.

1. Work Order by CHR
An enhanced guest service request and inter-department work order
Chatrium Hotels & Residences

2. The Objective
• Tool for AYS team for all Chatrium Group
• Improve guest satisfaction through efficient services
• Serves as a work order management system for hotel staff
across all departments
• Tracking services record for Engineer
• Tracking services record for Housekeeping
• Tracking services record for I.T.

3. Overview
• Work order is a Web-based platform
• Paperless System
• No need installation additional program
• Unlimited user access
• Support both Thai / English language
• Automated guest service request and inter-department work
order dispatch system

4. A service request
• Housekeeping amenities
• Luggage collection
• Shoeshine
• Minor engineering work orders
• Anything else the guest requires
• Inter-department request

5. Tracking
• Type of service request
• Specific details of service request
• Timing
• Speed of completion
• Performance of individual staffs

6. Work Order by Chatrium - Flow Chart
Start
Admin Guest
Open Ticket
by Open Ticket
by AYS
Staffs
IT Engineer Assign Job
IT H/K Engineer
Done
Done Process Done
Process Process
Yes / No
Yes / No Yes / No
Pending Job Close Job Pending Job Close Job Pending Job Close Job

7. Highlight Features
• Local Web-based platform, so we can access any computer in
our network
• Easy to use
• Control Panel for monitoring
• Separated report for guest and admin

8. Project Time Line
• Discuss with our I.T. team – 19 Sep 2012
• Preparing Database & Flow Chart – 21 Sep 2012
• Design and Development – 24th Sep – 19th Oct
2012
• Testing – 22nd - 31st October 2012
• Soft Launch 1 November 2012
• Chatrium Residence Sathon Bangkok - 1st Property
• Chatrium Hotel Riverside Bangkok – 2nd Property
• Emporium Suites by Chatrium – 3rd Property
• Chatrium Hotel Royal Lake Yangon – 4th Property