Tech Solution to Drive Superior Guest Service at Shangri-La Vancouver
Shangri-La's debut property in North America has opened its doors with Knowcross Solutions' guest service management system, TRITON. The hotel has installed the latest version of TRITON - 2.5.1, with a set of powerful new features including glitch and recurring calls.
Shangri-La Hotel Vancouver, a 119-room luxury property, is strategically located at the city's premier business addresses at West Georgia and Thurlow Street. The hotel occupies the first 15 floors of the 61-storey landmark building, which is the tallest in the city. Built to AAA, CAA 5 diamond, Mobile 5-star and Shangri-La's own brand benchmarks, the hotel has opulent luxury standards and guest services. Bringing to the city the 'Express Check-in and Check-out' service concept, the hotel has done away with the idea of a 'Front Desk'. Every guest is pre-registered and escorted to the hotel from the airport by hotel's 'Airport Butler Service.'
TRITON provides the hotel staff with a reliable and convenient way to attend to guest requests, complaints and back-of-house jobs. TRITON is being used effectively by 102 staff members in engineering, housekeeping, guest services, security, room service, and IT. The EXCOM members are equipped with TRITON Mobile on their BlackBerry devices, giving them the freedom to access information directly from TRITON and their Property Management System, Opera. TRITON will also be interfaced with the Hotel's fire alarm system to facilitate rapid communication of information from fire sensors to all relevant staff.
Reduce service snags and guest compensations
Glitch is a powerful add-on module to TRITON that enables the hotel to capture, track, investigate and satisfactorily close incidents that caused inconvenience to in-house and visiting guests because of any infractions in the service standards. Hotel staff analyze guest histories from TRITON prior to a repeat guest's arrival. This ensures that any requests previously made by a guest are kept in mind for their present stay. The moment any new glitches are logged or an update is made to an open glitch, TRITON automatically alerts all the senior staff at the hotel.
Key benefits:
- Heightened Guest Service Standards
- Gain in Guest Loyalty
- Reduction in Rebates Issued
- Complete Accountability
- Dynamic Tracking of Incidents
Schedule recurring tasks
The Call Recurrence feature allows users to create recurring calls thus doing away with the need to manually remember and assign jobs that are to be done every day, week or month. With this feature, Shangri-La Vancouver can reliably deliver amenities or F&B items to in-house guests that want the same thing daily. This feature has added reliability to tasks associated with Room Service and Banquets at Shangri-La Vancouver.
IP telephony advantage
With the help of the TRITON-Nortel interface, the hotel staff now receives job messages on their Nortel WLAN hand phones and also closes them directly from their phones. Housekeeping staff can also update the room status in Opera directly from their phones. This new feature brings convenience to the staff and helps them save valuable time on-the-fly.