Case Studies
The Residency hotels elevate with a 79% increase in guest satisfaction
Being a 5-star rated hotel brand, The Residency Hotels need to meet their guest's expectations and ensure their satisfaction. Bad word of mouth from a single customer can lead to drastic losses on the brand’s name and the hotel's reputation in the industry.
To overcome the problem, provide guests with their needs, and ensure their utmost satisfaction, The Residency Hotels trusts GEEDESK - A GUEST COMPLAINT AND REQUEST MANAGEMENT SOFTWARE.
The Background Study
The Residency Towers located at Chennai, India is a renowned luxury hotel that has established itself as a premier destination for both business and leisure travelers. Located in the heart of the city, it offers exceptional hospitality, modern amenities, and a blend of traditional and contemporary decor.
With its strategic location and commitment to service excellence, The Residency Towers has consistently attracted a diverse clientele, contributing to its reputation as a distinguished landmark in Chennai.
The Challenges
Being located in the prime location of the metropolitan city, the hotel is always loaded with guests. Due to the high volume of service requests it becomes challenging to manage all the complaints and requests simultaneously within a short period and more importantly to their satisfaction.
Moreover, the hotel is also known for its VIP service, making it very important to provide special care, attention, and priority to their complaints and requests. Escalation or mismanagement of VIP requests has major negative consequences for the hotel.
Using the manual method of handling complaints and requests made it very hectic to serve their guests to their utmost satisfaction.
Handling a bundle of requests manually and simultaneously made it very tough to assign the requests to the right staff in the right department.
No proper method to handle the escalation of complaints led to an increase in unmet requests.
Geedesk - The Remedy
Despite being challenging to handle, it is very crucial to manage guests' complaints and requests properly. To overcome this issue, The Residency Hotels implemented software to help handle guests' complaints and requests.
Geedesk- A Guest Complaint and Management Software was gaining popularity in the industry to handle guest complaints and requests efficiently. So, The Residency Hotels decided to implement it in 2019.
Since then Geedesk has always been helping The Residency Hotels, in serving guests efficiently.
Geedesk was able to automatically assign guest complaints and requests to the right staff in the right department and notify them via SMS.
Its escalation protocols led to significant improvement in response time and service consistency. Geedesk escalates guest complaints and requests that are about to get delayed by sending an SMS and email to the department managers.
VIP alerts of the software helped the hotel to provide special attention and care to their VIP guests.
Above all, it also provides a detailed report of the data which helped the hotel to analyze, study and modify according to their guest satisfaction.
The Integration
The implementation of the software was seamless and efficient with three impressive training sessions.
- Initial Training - The thorough training on understanding the product, its key features, inputting data, tracking features, and usage of reporting tools was provided via a video chat.
- Refresher Training - Frequent support by the Geedesk team to update on the new features and to solve the queries of new or existing staff.
- Training Materials - The training materials such as knowledge-based articles, blogs, tutorials, FAQs, etc. are provided for reference.
- Customer Support - Round-the-clock support, to address issues if any, to solve queries is provided by the Geedesk Team.