Knowcross’ TRITON ameliorates guest services at Ararat Park Hyatt Moscow
Moscow, Russia -- Knowcross announced today that Park Hyatt has deployed its leading guest service management system TRITON, at its elegant property - Ararat Park Hyatt Moscow. TRITON has been installed to deliver benefits in the form of faster response times, streamlined service delivery and superior operational efficiencies.
TRITON provides the hotel staff with a reliable and convenient way to take care of guest requests, complaints and maintenance related jobs. The system is being effectively used by all key departments including Front Office, Housekeeping, Kitchens, Concierge, IT, Engineering and F&B. TRITON interfaces with the hotel's Opera Property Management System to pick up guest information in real time and send out job alerts and messages automatically to the hotel staff's mobile devices. On an average, 100 - 150 calls are logged into the system on a daily basis.
Automatic Staff Assignment and Workload Balancing
TRITON eliminates the dispatcher role played by Desk Supervisors and Managers at key coordination points. The intelligent application follows a system wherein the actual staff member that does the task is identified, leading to higher accountability and a complete audit trail for each job. This leaves the managers and supervisors with valuable time to focus on other important issues at hand.
Prioritizing response time over workload, TRITON automatically distributes work among available staff members with similar skills and area allocations. In effect, even if one staff member has done more work than another, he or she may still be selected for a new job.
Swift Guest Service with Alerts and Auto Calls
TRITON has a sophisticated Alert System to communicate information such as VIP guest arrivals, check-in for specified guests, check-outs and room moves, to the General Manager, RDM, FOM, Exec Housekeeper and the Floor Supervisor. In parallel, the system alerts the appropriate managers when service requests originate from rooms of VIPs or other important guests.
The Auto Calls feature allows users to set up automatic registration of jobs on the basis of 'Trigger Defined' events. For instance, when a plumbing job is closed by the engineering department, housekeeping gets an alert to check if the job has been done to the guest's satisfaction as well as an alert to clean the bathroom. In another example, whenever room service delivers a meal to the guestroom, a job is automatically registered and the staff is notified to go and pick up the trays half an hour later.
Additionally, TRITON allows the supervisors to manually override job assignments to staff, enabling them with better control over daily departmental operations. A job can be re-opened, re-assigned and parked depending upon the need.
Powerful Reporting Module and Process Improvement
TRITON is equipped with a powerful reporting module loaded with customizable features. Managers can instantly generate reports that tell them their most frequent maintenance problems, average response times by staff or department, top guest requests, room histories and guest histories. In addition to using the standard reports in the system, managers can also design their own reports and have them automatically delivered via email.
Typical reports generated out of the system include: top 10 incidents, top incidents by department, top guest requests, top guest complaints, recurring maintenance issues, lists of escalated calls, and average response times for different types of jobs. The reports result in fewer guest problems and better utilization of resources, especially during peak times. This means a reduction in the total number of issues and an improved response time.
Commenting on the deployment, Maria Losyukova, Marketing Communications Manager at Ararat Park Hyatt Moscow said - "TRITON enables us to communicate more efficiently throughout several departments. The process now is conducted more accurately, nonverbally and is easy to trace. TRITON has reporting tools to track the performance and efficiency of individual employees or departments that enables us to generate numerical data, to identify training needs. The guest service management system keeps us up to date with VIP arrivals and service shortcomings even when not on premises."
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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