A Comparison of Hotel Service Software

Topics: Customer service, The Guest, Customer relationship management Pages: 5 (1163 words) Published: April 26, 2013
Providence, Rhode Island

Feinstein Graduate School

Mid-term Exam

A Writing Project Submitted in Partial Fulfillment of the Requirements for the MBA Degree Course: HOSP 6526
Prof. Markham

Chunzi Wang

Dec 21, 2012
Question: Compare three different hotel service softwares (Hotel ServicePro, GuestWare, Oscar). What are key features and price point of each one? What are strengths of each one? With Marriott, Providence hotel condition, why they choose GuestWare as their service system interface? Do you think this is their best choice? Why? Answer:

Key features & Price
Hotel ServicePro
The software, held by Hotel SystemsPro, LLC is one of lodging’s industry most significant technology developments in past ten years. According to Hotel ServicePro (2012), It is a Computer Maintenance Management System (CMMS) which automates the communicating, scheduling, tracking and reporting of safety requirements, preventive maintenance, guest requests, equipment management, capital expenditure and property improvement. As it offers various solutions, I will introduce guest request solution. 1, Customize guest’s requests. Each guest is able to get customized service when they ask service department for help. The individual request will be automated recorded to the software. 2, Automated Text Messages. The guest request will be sent automatically to manager’s mobile phone if an issue is not resolved after a prescribed period of time. 3, Multi-lingual Capabilities. The software is able to process in several languages. 4, Automated MOD Alerts. The manager on duty feature allows the front desk to dispatch a request to a management team member’s mobile device. 5, Eliminate radio chatter and automated follow up alerts. There is no radio chatter to disturb the hotel’s ambiance. When a request goes unfulfilled, our system dispatches it again at the time interval of your choice, and copies the MOD (Bill, 2012). As for the price, there is no specific information about that. GuestWare

As the guest experience management solution, GuestWare is a professional and flexible system that assist hotel to maintain customer relationships, lower operating costs, and streamline processes for the hotel. According to GuestWare (2012), specifically, it can:

1, In tune with the guest 24/7. The software offers 24 hours per day, 7 days per week customer service delivering.
2, marketing combined with service delivery. Guestware unique guest recognition system combines the marketing aspects of CRM with the service delivery aspects of a guest response system to provide an integrated guest experience management system that enables you to consistently exceed guest expectations.

3, Responsive service delivery. GuestWare can solve the problems effectively with responsive guest recognition—knowing guests, their history and their preferences. Guestware’s incident tracking lets you address every guest problem. hotel-wide, so all guests are satisfied before they leave the hotel.

4, Service delivery capabilities. This includes incident management and service recovery, rapid response with two-way mobile messaging, guest recognition, integrated voice response, Property & enterprise reporting, and Mobile inspections.

5, Hotel system integration. Guestware complements hotel Property Management Systems (PMS) and Central Reservation Systems (CRS) by integrating all critical guest information into a single database application to enhance the guest experience.

Guestware offers Software as a Service (SaaS) subscription pricing and traditional software license pricing. The price depends on type and size of the hotel. Optima Guest Service Center (OSCAR)
The software, held by Silverbyte Systems Ltd., is one of the best solutions nowadays. It resolves customer problems and increases customer satisfaction. According to Silverbyte (2012), the key features include:

1, Classification and responsive actions. The software classifies customer requests...
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