@Your wish presentation (Guest Response Management)

PROLOGIC FIRST

Technology Leadership

1999

Windows

Based

Platform

2001

Internet

Based Solutions

2003

SMS

Integration

2006

Mobile Technologies

2008

Microsoft

.NET

2011

Business Intelligence2009

Web Based Cloud Solutions

Hotel Enterprise Solutions

BOOKINGS CRM

WISH

Booker LoyaltyCentral Table Reservations

Web Booking Engine

Central Reservations

Central Guest History

GDS/IDS Interface

Frequent Diner ProfilingCentral Contracts

Management

Integrated Hotel System Solutions

Guest Response Management``

Guest Response Management

@yourWISHGuest Response Management

• Multi-Property, Single Server Thin-client Deployment Architecture

• Intranet or Internet based access

• Capability for Cloud Deployment

• Browser Compliance: (IE, Mozilla, Chrome, Firefox)

• Microsoft .NET Framework / SQL Server 2008 Database / SQL Reporting Services

• Component Art Graphs

• Microsoft Excel Integration & Acrobat integration for Report Exports (XLS, PDF)

• SMTP, PABX, SMS Gateway Integration (2-way communication via SmartLINK)

• IVR Support (Optional via SmartLINK)

• Web services for 3rd party application to log requests

• Web Services for 3rd Party application to collect Business Intelligence Data

Technology

@yourWISH Workflow

• Guest / Inter-Department Requests Management

• Request Notifications & Escalations Workflow

• Auto Management of Recurring Requests & Open Services

• Guest Incidents and Service Cost Recovery & Analysis

• Service Intelligent Auto Assignments

• Staff Shift Maintenance & Skills mapping

• PMS Integration (Opera, WISH.net)

• SMTP, PABX, SMS Gateway Integration

• IVR Support (Optional via SmartLINK)

• Guest Service History and Satisfaction Trends

• Management Information and Monitoring (Statistics Dashboard)

• Reporting & Analytics with Excel & Acrobat Integration

Functional Features

• Fully Parameter-driven

• User Access Rights Control

• User Defined Workflow and Escalation Levels

• Intelligent Service Request Auto-Assignment Feature

• Staff Shift Maintenance / Service Re-Assignments

• Duplicate Call Control

• Staff Skill-Set Mapping and Assignments

• SMS Gateway Integration

• PABX Enabled Call Closure **

• PABX Enabled Call Log / IVR (optional via SmartLINK) **

Control Features

@yourWISH at a glance

@yourWISH Guest Service Request

Guest Service Request

- In House Guest list is fetched from PMS in real time

Guest Service Request

You can view history for the Guest

Guest Service Request

You can check already open calls for the room

Guest Service Request

- You can select a service using intelligent search – typos

- You can also select a service category and view services

- Expected Completion time is shown on screen

- Assignment is optional at this stage

- Notification may be through SMS / e-mail

- SOP timeline starts either from call logging or call

assignment (depending on your choice)

Quick Service Request

Quick call request for Guest &

Department

Based on pre-defined

services and parameter

you may request within

few second.

Helpful in fast operation

specially at Reception

Guest Service Request - Options

Create Future Date/timed service

Create Recurring Service

Create Master Service

(Launch Multiple Services at one go

- Templates can be defined

@yourWISH Department Service Request

@yourWISH Department Service Request

Log Requests against a Room

View List of All RoomsOR

Vacant Rooms (Check from PMS)

OROut of Order Rooms (Check from PMS)

Department Service Request – Select Room

Department Open Service Request

Carry out routine / special Maintenance Requests For a room or location

Involving Multiple Departments-Co-ordinated by a single department

Using a pre-defined category you can fire multiple jobs at a time

Guest Incidents

Incidents Broadcasting

Interactive Call Queue

Interactive Call Queue - Assignment

System auto prompts the matching staff names based on matching skill set and work load at hand

Interactive Call Queue – Status Change

Call Snapshot

Guest Look Up

@yourWISH maintains full Guest History and it creates profile for any resident guest as well as social visitor. You can access all past details through searching by guest name, arrival/departure list (integrated with PMS)

Enhanced Dashboard Statistics

Email & SMS Notifications

Active Desktop Dashboard & Auto Alerts

Staff Shift Maintenance

System Menu Access Control

Chain Level Control

You can define all key master data at Chain Level as a Templateand Publish across properties. At Property level, only name can beCustomized. This ensures uniform nomenclature based reporting

Staff Skill-Sets Mapping

Full Parameterization

User Defined Workflow/Escalations

Define your Services

Compile Service Directory

Reporting

Reports can be taken out for a Single Property or for a combination of Properties or for the Chain

Reports can be viewed on screen / exported to PDF / downloaded as formatted excel with formulae

Reports may be scheduled to run at pre-defined time / intervals / frequency and auto-mailed to designated recipients

Reporting

• Detailed Call Analysis and

Incident

• Guest Request & Incidents

History

• Top 10 Service Requests

Statistics

• Guest Satisfaction Trend

• Department Service

Performance Statistics

• Service Request & Incidents

Trend

• Staff Performance Statistics

• Room wise Service Trends

• Service Request Hourly Distribution

• Cost Recovery Analysis

THANK YOU