Zurich, Switzerland – Knowcross announced today that Swissôtel has rolled-out its guest request management system TRITON at its luxurious 32-storey property in Zurich in order to streamline operations and augment guest service standards.
The Swissôtel Zurich is a first-class superior hotel with 347 modern well designated rooms, located between Zurich Airport and the City Centre. The hotel is within walking distance of the Zurich fair and exhibition hall 'Messe Zurich', as well as the 'Hallenstadion', Switzerland's most famous concert and sports venue hall.
TRITON version 2.4.2 provides staff at Swissôtel Zurich with a dependable and convenient way to take care of guest requests, complaints and back-of-house related jobs. Installed at the hotel’s Communication Center, the system is being used by all key departments including Front Office, Housekeeping, Guest Services, Concierge, IT, Engineering and F&B.
In order to send out job alerts and messages to the hotel staff, TRITON interfaces with the Alcatel DECT Phone System version 4760, which has been set up at the hotel.
Guest Satisfaction at the core of TRITON
Equipped with TRITON, Swissôtel Zurich now is able to ensure that every job assigned to its staff is carried out in an efficient manner to achieve guest satisfaction. Job orders are sent to staff with the right skills via text messages that include information such as the guest name and VIP level. TRITON allocates a maximum resolution time for every assigned task in order to ensure it’s completion within the promised time. If the job is not completed on time, an escalation alert is automatically sent to the department supervisor on his or her Alcatel DECT Phone, so that the job is followed-up without any further delays. This ensures adherence to service standards so that the guest’s experience of stay remains unaffected.
TRITON also allows the hotel to capture and assess guest feedback and comments. Swissôtel Zurich uses this feature to track guest satisfaction levels.
Enterprise Customized Auto Calls and Alerts
The auto-call and auto-alert features of TRITON have helped the hotel expedite guest services and narrow the time gaps between related jobs that have to be done in sequence. For example, whenever a plumbing job is closed by the Engineering department an auto-call is generated for Housekeeping to clean the guest room. Similarly whenever a laundry job is completed, an auto-call is logged for the runner to deliver the laundry to the guest room.
TRITON also interfaces with the hotel’s PMS (Opera) and keeps the Senior Staff informed about VIP check-ins, check-outs and room moves.
The hotel is using TRITON’s customized alert features extensively for Guest Service Agents (GSAs) who carry out non-technical jobs such as fixing light bulbs, delivering guest amenities, handling guest luggage etc. The automation of job allocation to the GSAs through Triton has lead to a considerable increase in their productivity.
Experiential Guest History and Reports
TRITON maintains an experiential history of every guest i.e. all requests and complaints from every stay are stored in the system. This enables the hotel to personalize the guest room in advance of a returning guest’s arrival. Swissôtel Zurich’s management team analyzes guest requests and staff performance using a number of TRITON Reports
. These reports are reviewed in the daily meetings of Department heads and the top management.
Commenting on the deployment Ms. Stefanie Mueller, Project Manager at Swissôtel Zurich said "I think the best thing about TRITON is the flexibility. I have never come across such a user friendly system. All parameters can be customised. The system can be really set up according to the hotels needs. And last but not least those settings also can be changed all the time".
About Knowcross Solutions
Service, personalization, recognition, efficiency, and zero maintenance problems are the real drivers of revenue and customer loyalty. TRITON
, a product of Knowcross, is designed to address the needs of hotel managers who strive to excel in these areas. TRITON is deployed at leading hotels belonging to Hyatt, Swissôtel, Oberoi, Kempinski, Sofitel and other internationally renowned brands in Asia, Europe, Australia, Middle-East and the Americas.
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