Modern hotels heavily rely on technology to cater to the needs of their young guests.
However, incorporating technology for every issue can be costly for hotels, and managing multiple software solutions for different problems can be challenging.
Just imagine having one software that fulfills most of your important requirements!
Sounds pretty cool, doesn’t it? Well, Geedesk offers you the most essential features every hotel should have.
Geedesk helps hotels manage guest complaints and requests with its specifically designed complaint and request management software.
It tracks, logs, and provides a centralized platform to manage guest complaints and requests.
Let’s learn more about the interesting Geedesk features that every hotel should have.
Automated complaint assignment and escalation
Geedesk automates the entire process of managing complaints and requests in hotels.
It assigns tickets to the right staff of the respective department automatically once the ticket is raised.
This reduces the need for any kind of manual intervention and thus drastically increases the efficiency of the customer support team and service staff.
This also reduces the time for the hotels to address the complaints which directly influences increasing guest satisfaction.
Geedesk also provides strict escalation protocols with the automatic assignment of the ticket to the right staff.
If the ticket remains unresolved within the given time limit, the software automatically notifies the higher staff about the escalation.
This ensures resolving every ticket within the time limit, thereby increasing guest satisfaction.
“Hotels using Geedesk have found a 75% decrease in the addressing time.”
Source: A case study conducted by Geedesk Technologies in March 2024.
Scheduling tickets’
Hotels operate with a multitude of daily tasks, from housekeeping to maintenance, which also includes the prescheduled tasks.
The staff mostly forget pre-scheduled tasks due to their continuous and busy work schedules.
Scheduling tickets creates and assigns tasks linked to specific dates and times, helping to plan and manage workflows effectively.
This helps in planning and managing workflows efficiently.
In Geedesk staff can schedule guest requests and other requirements well in advance and Geedesk assigns these calls to the right person at the assigned time.
For example, if the guest informs that he wants a wake-up call and a cup of coffee the next day at 6.00 AM then the same can be scheduled in Geedesk and Geedesk will assign the ticket at the right time to the staff on duty at the time.
SMS and Whatsapp-based workflow
The tickets automatically assigned by Geedesk get instantly notified to the staff phone via SMS or WhatsApp.
This instantly notifies the staff about the issue which helps them to instantly solve the problem.
Since Geedesk also sends messages in SMS it eliminates the compulsion to use smartphones.
So this means that the staff can use their shift phones to work with Geedesk.
VIP and VVIP alerts
Hotels serving VIP and VVIP guests find it difficult to inform all the staff about the VIP and VVIP check-ins.
Geedesk solves this problem with its built-in VIP and VVIP features.
This feature helps hotels inform all their staff about the VIP and VVIP check-ins in the hotels with the room numbers they are staying in.
This helps staff to ensure special and quick service service to the VIP and VVIP guests staying in their hotels.
Real-time audit
The main priority of the hotel is to ensure guest satisfaction and enhance their experience.
Geedesk offers a feature called real-time audit that helps hotels determine whether guests are satisfied with the service.
Using the logged list of complaints generated by Geedesk the front office coordinator can easily call the guests and receive their feedback on the service provided and log it down in the guest feedback audit in real-time which is also readily available in Geedesk.
The primary benefit of conducting real-time guest feedback audits is that it allows hotels to become aware of any negative guest experiences while the guest is still on the premises.
This enables the hotel to address any issues promptly, ensuring that guests are impressed with the quality of service provided before they check out.
Reporting and analytics
Every hotel aims at continuous development to survive the cutthroat competition in the industry.
The development of the hotel requires data to leverage for understanding the pain points that require improvements.
Geedsk has a detailed reports module that provides a 360-degree view of data points like staff performance, the level of guest satisfaction, the number of escalated tickets, end-of-the-day reports, etc.
This empowers the managers and the general manager to perform detailed data analytics to improve guest satisfaction continuously.
“78% of the hotels are impressed by the reporting and analytics features of Geedesk.”
Source: A case study conducted by Geedesk Technologies in March 2024.
General manager dashboard
The general manager dashboard or GM dashboard is a live dashboard that allows managers to keep track of all the guest calls on a single screen.
The GM dashboard is the dashboard for the entire hotel and is accessible to the General Manager.
On the other hand, the Manager dashboard for the respective departments is also available in Geedesk.
The managers can view the data regarding their department such as staff performance, recurring complaints, frequency of complaints, etc.
This helps hotels to continuously identify the pain points before they dissatisfy many other guests.
Conclusion
In the ever-evolving landscape of the hospitality industry, staying ahead means adopting tools that not only streamline operations but also elevate the guest experience.
Geedesk stands out as a critical asset for hotels, offering seamless integration, an intuitive user interface, real-time analytics, customizable workflows, and automated notifications.
These features collectively equip your team to handle guest complaints efficiently, enhancing satisfaction and loyalty.
By integrating Geedesk’s key features, you’re not just resolving complaints—you’re transforming your hotel’s entire approach to guest relations, paving the way for sustained success in a competitive market.
We will be glad to be a part of your success journey. If you are interested feel free to reach us by visiting www.geedesk.com or sending an email to sales@geedesk.com