HSC Service Tracking

Intelligent, guest-focused service tracking for hotels

From guest request to completed service

HSC Service Tracking monitors guest requests from the moment they are made until they are completed to the guest’s satisfaction, with escalation mechanisms and integration with the mobile devices of service staff.

This fully integrated CRM solution is adapted to small and medium-sized hotels. It makes sure that guest service requests and other work orders are collected and passed on to the responsible staff, and lets you follow the progress of each service from one central point.

In the New Service Request window you create a request for a guest staying in the hotel or enter another work order, assign it to a service attendant or a category, describe the type of service, set the time it should be performed and mark it as recurring if needed.

Excellent service

Hotel staff are one click away from a new ticket. Every kind of service request is documented, with a full audit trail to ensure quality. HSC knows which mobile service agent can deliver the requested service and forwards the request.

The service control shows the current status of every request. Time-outs, acceptance and alerts are monitored and can be reported on. Comprehensive statistics show management how efficient the staff are, how satisfied the guests are and where there is room for improvement.

HSC supports mobile communication between staff members and saves time by optimising staff efficiency and hotel workflows.

Typical workflows

Rapid response

Incident handling

Scheduled tasks

SMS response

See it in action

HSC Rapid Response

HSC Rapid Response Workflow

Benefits

The Hospitality Service Center (HSC) administers guest services centrally and optimises the hotel workflows that influence guest satisfaction. Intelligent reports show the quality of service and a wide range of guest and service statistics – the basis for managing guest satisfaction and brand loyalty, the keys to profitability in the hotel industry.

Better use of staff resources and a higher quality of service
All functions at a glance in a flexible graphical user interface – easy to use with minimal training, which suits hotels with high staff turnover
Centralised tasks: all guest and administrative service calls can be routed to the HSC “At Your Service” centre, a single point of guest contact for every enquiry
Easy for guests when combined with a single service number on guest phones
Better guest recognition: all in-house guests and their details are shown on the HSC console
Shorter response times and fewer lost calls thanks to prioritised call queues, for example for guests, VIP guests and external calls
Standardised service through automated dispatching of service requests based on predefined workflows
Automated service alerts on incoming calls

Traceable, standardised service through service statistics and online work lists
Fewer return calls from housekeeping, engineering and other departments, because requests go straight to mobile devices such as DECT handsets and smartphones
Online monitoring of service activities between departments such as front office, housekeeping and engineering
Interfaces, attendant console and Service Tracking from a single source
An open architecture that protects your investment and requires minimal client hardware
Easy client installation and maintenance thanks to a web-based architecture

One service centre for several hotels

The operator is the single, central point of guest contact. A central “At Your Service” centre is an important cost-sharing model for hotel chains with dispersed properties: calls can be distributed over several HSC workplaces, and several hotels can be managed from a single HSC installation. This reduces the resources required and improves service quality at the same time.

Because standard telephony is fully integrated, the Hospitality Service Center can also perform the tasks of a traditional attendant console.