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Published on : Thursday, March 10, 2016
For the Holiday Inn Express & Suites in Vacaville, Calif., accountability is a top priority, especially when it comes to recording and tracking housekeeping and engineering work orders and fulfilling guest’s requests for service. That’s why the 91-room, limited-service hotel, located at 151 Lawrence Drive , has turned to the HotelTap cloud-based workforce communications tool. By utilizing the HotelTap “digital logbook in the cloud” – which provides a steady stream of departmental information in a social media network format like Twitter or Facebook – staff are communicating more effectively and tasks are being completed in real time.
“Before HotelTap, there was no accountability for housekeeping and maintenance requests,” said General Manager Cheryl Weibling. “Staff had no way of knowing if work orders were completed or if guests’ needs were being met. Requests were shared with the department head verbally or by handwritten notes left in the office indicating the situation and asking that something be done. For example, if a guest complained about a sink not draining, a maintenance request was submitted and placed in the office of the chief engineer. There was never a clear understanding between myself or the front desk if the sink repair was ever made. Now, thanks to HotelTap, we can assign a task to a specific individual, and that individual is held accountable for completing the task and marking it closed in the digital log book. All employees needing to know the status of a work order or guest request can access the information at any time during their shift. This not only keeps our rooms in good working order, but it prevents the same complaints from recurring.”
Developed by Sandip Jariwala, owner of the Hawthorn Suites By Wyndham in Alameda, Calif., HotelTap was designed to respond to guest requests quickly, perform and track maintenance tasks efficiently, and resolve customer complaints timely using a social media network format . Leveraging mobile technology and the cloud, HotelTap communicates a steady stream of daily activities and information in chronological order by department and by staff start time. The digital tool also contains a comprehensive analytical dashboard that records and tracks guest complaints and provides a snapshot of maintenance and equipment issues and task history relating to them, by category and physical areas of the hotel. The dashboard neatly organizes the property’s complaint records so operators can easily pinpoint problem areas. The system offers alerts for tags so that managers and owners can be notified via text messages about particular issues as soon as they are entered in HotelTap.
HotelTap uses a steady messaging stream of interactive notes and tasks that are relevant to each department and staff member. For example, a front desk agent will log into HotelTap and see only the information or incomplete tasks that he needs to address during the shift. Any information relevant to the front desk — or tasks that need performed during the shift — is presented to the agent upon log in. Staff only see the communication stream relevant to their department, while managers and owners have access to all hotel correspondence.