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Client	:	Four Seasons Hotels & Resorts
Product	:	Serenata @mail
Purpose	:	Tailored HTML customer communications directly out of the PMS, S&C and spa systems

 

Four Seasons is one of the world's leading operators of luxury hotels and resorts. The hotel portfolio comprises more than 80 of the finest properties in the world.

 

Four Seasons has deployed Serenata @mail across all properties as a standard to communicate with customers to maximise impact, brand standards and consistency across all customer-facing levels. Integration with the property management system, spa and sales & catering system, has helped deliver this consistency and high standard synonymous with Four Seasons.

 

Serenata @mail has had a profound impact on operations at all properties, reducing reservation and marketing costs, increasing customer satisfaction and increasing revenues where possible.

 

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Client	:	Hyatt Hotels & Resorts
Product	:	Reservation Assistant
Purpose	:	Spa, fitness, membership, golf and activity management

 

Hyatt Hotels is a global hospitality company with widely recognized, industry leading brands and a tradition of innovation developed over more than fifty years. Hyatt has more than 400 properties in its portfolio.

 

Hyatt Hotels use Reservation Assistant as a standard platform and application for its spa and leisure management activities, providing all operational and management controls and tools to succeed as independent business units. Added to that the superior integration with property management, finance and other critical systems enables a seamless experience and a direct impact on guest service delivery.

 

Gebhard Rainer, Vice President Hyatt International states: "The Integration of diverse IT systems is a necessity but not trivial. You need the willingness to integrate with somebody else's systems and you need the competence to do so. Reservation Assistant has already proven both preconditions with a number of impressive international projects. Reservation Assistant will set the standard for our Spa solutions and I am looking forward to it."

 

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Client	:	Hilton Hotels
Product	:	3C Integra
Purpose	:	Credit card processing with PMS and POS integration

 

As part of a global initiative for all Hilton hotels worldwide, 3C Integra is the system of choice to provide seamless credit card integration with each hotel's property management system and point of sale system.

 

3C Integra provides full two-way integration with various property management systems including the OnQ PMS as well as point of sale system Micros POS.

 

3C Integra performs all credit card transactional support at property level, providing immediate online validation of a credit card, acquiring of funds, instant settlement and updaing the PMS and POS respectively.

 

As a result, each Hilton hotel is provided a secure payment platform, instant validation and fund settlement, increased card security (and peace of mind for guests and patrons) as well as additional benefits such as automated top up of the pre-authorisation during stay if needed, and settlement, refund and tip support.

 

In addition, 3C Integra provides a platform for integrated DCC (Dynamic Currency Conversion) which produces an additional revenue stream for the hotel which settles a guest folio in their home currency and thereby earns the hotel foreign exchange gains at the same time.

 

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Client	:	Sofitel Hotels & Resorts
Product	:	Triton
Purpose	:	Guest response solution, staff tracking and escalation

 

Situated in Southern Queensland, Australia, Sofitel Gold Coast has a mix of business and leisure guests who are demanding in their service needs. The hotel has set up Triton within a unified communication centre that handles all guest requests with three associates on a rotational basis. The communication centre logs every job in Triton and tracks it to closure.

 

The system is configured to handle all guest calls as well as all maintenance and back of house jobs. Triton routes these job messages to the pagers. Each guest request is routed for action only to the staff with the ability to resolve the issue. In addition to that, Triton also enables them to close these jobs using the hotel phones by accessing the IVR.

 

Using TritonConsole, staff can view the status of all guest requests in real-time. Management can also analyze guest requests and staff performance using the standard reports or through customized reports that the system allows them to develop.

 

Through the interface between Triton and the hotel’s PMS System Fidelio V7, staff members are alerted on their pagers whenever an important guest checks in, checks out or changes rooms. This enables the hotel to take guest service to another level. For instance, whenever an important guest checks in, the Executive Assistant Manager gets an alert on his mobile phone enabling him to either personally welcome the guest or get special amenities delivered to the guest’s room. These alerts are customized according to the role of each member of the hotel’s management team.

Triton maintains an experiential history for each and every guest enabling the staff to cater to a guest’s every whim and fancy. All the jobs that get logged in Triton become a part of the history, which, in turn, enables the hotel to record guest requests and preferences and personalize their room and experience on their next visit.