Cape Town`s ArabellaSheraton Grand Hotel has installed the e-Butler, a guest service tracking system managed by HEAT service management software.
Local company FrontRange Solutions, an independent provider of service management and customer relationship management applications for the small and medium enterprise market, developed the software.
Ingrid Green, marketing manager for FrontRange Solutions SA, explains: "When a guest checks in at the hotel, their details are loaded into FrontRange Solutions` services management solution, HEAT."
Whenever the guest accesses the call centre using the e-Butler button on the room phone, HEAT automatically populates a task screen for the call centre agent, showing the guest`s details.
"Once the agent logs the guest`s request, HEAT automatically forwards the request to the relevant departments for production and delivery," says Green. "There is currently no other hotel running HEAT in a similar scenario."
"It`s been an Arabella South Africa Holdings initiative for each of its new hotel developments to have one distinct differentiator," says Stuart Cowan, Arabella South Africa`s IT director.
"In the ArabellaSheraton Grand Hotel case, we focused on addressing the hotel industry`s most difficult problem - ensuring consistent guest service delivery, 24/7 across all the different departments in a hotel.
"We centralised all those contacts in a call centre environment, so that the guest deals with only one person. Integration of the various platforms within the hotel makes this a seamless process."
Cowan and his colleagues have presented the e-Butler to other hotel chains internationally, generating interest.
"Most large hotels have some form of guest service tracking system in operation or under development. But none of them is as fully automated and integrated across the board with all the other hotel systems and all departments as e-Butler."
Share
