This document discusses a communications platform called Command Center, Messenger, Patrol, and Operations Hub. The system allows for improved guest and staff communications through features like wake-up messaging, staff reminders, broadcast messaging, operational alerts from sensors, and integration with property management systems. It aims to enhance safety, security, efficiency and deliver a superior guest experience through automated and targeted communications. Major cruise lines are listed as trusted customers of this communications platform provider.

1. Hospitality, simplified.
Command Center
Messenger

2. Communications
u Communication: The act of conveying intended meanings from one entity or group to
another through the use of mutually understood signs and semiotic rules
The Fundamental
Question:
Was my Communication
Successful?
• Received
• Rejected
• Ignored
Did we Accomplish our Mission?
u Guest:
u Will we deliver on guest
expectations?
u Will they take advantage of our
services?
u Staff:
u Will they do what I need them to
do, when I need it done?

3. How many times during a conversation have you
thought, "Gee, I wish I had known this earlier?" or "Wow,
what were they thinking? Not the best time or place to
share that".
Timing is everything.
Timing is Everything, Miscommunication is Costly
“Ah I
forgot!”
“Gee, I
wish I had
known this
earlier!”
“I would
have loved
to do
that!”
“I
didn’t
know!”
How often Do you Hear? What Does Miscommunication Cost, in:
• Failing to do the right thing
• Going to the wrong place
• Arriving late or not at all
Each Guest or Staff Communication
is a Potential Point of Failure!

4. How do we Prevent Miscommunication
1. Understand your Audience
u Consider their state of mind, emotions, their
schedule, the potential for distraction
2. Plan it
u What’s the message: simple or complex,
detailed?
u When is the best time to receive it, timing is
everything?
u What is the most appropriate vehicle: verbal,
eMail, text, SMS
3. Schedule it
4. Automate it
5. Follow-up

5. Guest & Staff
Communications
Safety &
Security
Operational
Efficiency
Ensure that the right
information is in the right
persons hands.
Avoid
Miscommunication
Do more with less, perform in
a consistent and efficient
manner.
Reduce
Inefficiency
Monitor execution against
plan, improve response
time.
Minimize
the Risk
Meet the Challenge Head On, Exceed Expectations
Command Center
Messenger Operations HubPatrol

6. Command Center
Messenger Patrol Operations Hub
Need to know about it?
• Wake-up call
• Available spa treatment
• Missed wake-up call
• Staff reminder
• Fire alarm, Door/window
ajar, Fridge open
• Equipment malfunction
• IT system issues
• Etc.
The Potential to Delivers Value Across the Entire Operation
Need to monitor it?
• Security routes
• After hours
• Pools
• Shut down procedures
• Emergency response
plans
• Equipment quality checks
• Special events
• Etc.
Need it done?
• Guest service request
• Housekeeping
• Valet
• Room service
• Maintenance
• Catering
• Audio visual
• Event Set-up / tear-down
• Etc.

7. Alarm Activated
Event
Data sent to
Messenger
Alert
Text Message sent to Safety &
Security Personnel mobile device,
so they can respond ASAP.
Messenger
Use Case: Automatic Alerts
Alert
Voice Message sent to front desk,
so they are aware & can respond
to guest inquiries.
Alert
Email sent to Management so
they can follow-up.
Historical Reporting
For reference as required.

8. Messenger Patrol Operations Hub
• Guest and Staff
Messaging
• Broadcast Messaging
• Campaign Messaging
• Operational Alerts
• Automate the
assignment and
communication of tasks
• Create and Assign Tasks/
Routes
• iOS Mobile Patrol App.
• Real-time Incident
Management
• Voice Prompts in 7 Languages
• PMS Integration
• API for Application Integration
• Historical Reporting
• Monitoring Dashboard
• Alerts (email, SMS, Voice, DECT)
Management Platform
Improve communications, safety, security and operational
efficiency. Deliver a superior guest experience.
Quality Assurance Program Professional Services
Command Center

9. Command Center, Messenger
Guest Reminders
o Create personalize guest messages for
scheduled activities: shore excursions,
spa appointment, dinner reservation,
table assignment etc.
Wake-Up Messaging
o Enables guests/staff to schedule wake-
ups to their room or mobile phones.
o Monitor adherence in real-time.
o Standard voice prompts available in
seven languages.
Staff Reminders
o Communicate detailed instructions on
tasks and responsibilities as per the
schedule.
Guest and Staff Messaging
Easily Create Personalized Messages, On the Fly or Scheduled, Use the Vehicle that Makes Sense

10. Command Center, Messenger
Team Messaging
o Target teams, or departments:
reminders of team meetings,
activities, due dates etc.
Guest Group Messaging
o Guests staying in association with an
event: reminders of event activities,
meals, transportation, changes to
schedule etc.
o To all guests participating in a shore
excursion, meal seating slot, etc.
Broadcast Messaging
Easily Create Custom Communications To Targeted Groups of Guests, or Staff, On the Fly,
or Scheduled

11. Command Center, Messenger
Campaigns Messaging
Create Awareness, Promote Availability , Of your Services/Excursions
o Customize wake-up calls
based on current services
availability.
o Target guests with
promotional campaigns.

12. Command Center, Messenger
Operational Alerts
Automatically Send Alerts, Based on SNMP Traps, contact closures
Automatically alert management to
events across the ship:
o Safety Management System is
triggered.
o Emergency button pressed in the
elevator.
o Fire, or door alarm activated.
o Freezer, or furnace shuts down.
o IT Servers malfunction.
o Etc.

13. Command Center, Messenger
Reporting
Identify Trends, Ensure Compliance
o Search on historical
or pending messages.
o Identify messages
received, missed.

14. Command Center, Messenger
PMS Integration
Synchronize Telephony with the PMS System, Ensure a Connected Guest
Experience
• View logs using filters to validate
PMS transactions.
• View and acknowledge raised
alarms.
• Configure alarm settings,
business rules, and PMS filters.

15. Improve return on investment
virtualization and integration
with existing infrastructure.
Flexible
deployment
options
Complete mobile,
scalable solution from
a single vendor
Command Center

16. A Trusted Supplier
• Royal Caribbean International
• Norwegian Cruise Line
• Dream Cruises
• Princess Cruises
• TUI Cruises
• P & O Cruises
• Crystal Cruises
• Seabourn Cruises
Committed to:
Deliver Technology that
Matters: Differentiate from the
competition & outperform.
Deliver Technology that is
Easy: Integrate simply, bridges the
gap with legacy systems and be cost
effective.
Deliver Technology with our
customers: Innovative solutions that
solve key business challenges.
Command Center