1.415.992.3999
Guest Service Operations Technology
Angel® by Nuvola. It’s time to create seamless communication between your guests and staff.
Direct Access to Provide Real Check In and Messaging Hotel Directory Time Feedback Check Out mynuvola.com Guest Service Operations Technology
Angel Guest App An App for them
Direct Messaging Guest Survey
Save your guests a phone call. Allow Enhance guest experience by them to make requests in app, with responding to real time feedback the click of a button. while a stay is still unfolding
Check-in & Check-out Hotel Directory
Faster check in and check out saves Guests are in the know with access to guests time upon arrival and information about facilities, hours of departure. operation, promotions, and events.
Guest Service Operations Technology mynuvola.com mynuvola.com Guest Service Operations Technology
Process Diagram Bullet-Proof Service Delivery
Guest Request Fact Save guests a phone call by allowing of hotels with strong guest them to make requests from the app. experience technological integration 81% are outperforming their competition. Source: Rogers Group, Customer Service Maturity, 2015 Target Time Ensure that hotel standards of service are met. Internally, define target times for staff to complete guest requests. Set escalation alerts to ensure all requests are handled on time. Service Delivered All requests are completed on time. Phone calls, radios, or paper logs are updated with optimized service platform information.
Happy Customer Prompt delivery translates to an increase in guest loyalty, KPI’s, and ultimately hotel profitability.
Guest Service Operations Technology mynuvola.com mynuvola.com Guest Service Operations Technology
Guest Service Facts Customer Service is the new Marketing
1 in 12 guest requests are handled below hotel standards Guests feel poorly treated and failure to solve a Guest Complaint in timely manner - Source: Harrys Interactive, 2010
Guest Dissatisfaction Translates to Loss of Future Business According to Guests, hotel staff responds to service requests in timely manner only 50% of the time - Source: Harris Interactive
Faster Response Times Mean Happier Guests and an Increase in Customer Loyalty Guests tell an average of 9 people about good experiences, and tell 16 people about poor experiences - Source: American Express Survey, 2011
9
16
0 10 People 20 People
Guest Service Operations Technology mynuvola.com mynuvola.com Guest Service Operations Technology
Guest Survey Module Real Time Feedback
Customer service performance is a powerful form of marketing.
Guest Service Operations Technology mynuvola.com mynuvola.com Guest Service Operations Technology
Survey Reports Data, Stats and More…
Benefits Keep track of KPI’s
Address frequent issues
Improve your Guest Recovery response time
Guest Service Operations Technology mynuvola.com Thank You!
Guest Service Operations Technology
110 East Broward Blvd Suite 1700 Fort Lauderdale, Florida 33301 1.415.992.3999
mynuvola.com [email protected]