Case Studies
How The Residency Towers Maintains Its
5-Star Ratings With Geedesk
The Background Study
The Residency Towers Coimbatore, India, is a prestigious 5-star hotel known for its excellent service and is located at a prime location in the heart of Coimbatore.
Located at the heart of the city, the hotel is just a short distance from major transport hubs, and with its opulent accommodations, state-of-the-art facilities, and exceptional dining options, The Residency Towers Coimbatore caters to both business and leisure travelers.
The Challenges
With over 30 years of experience in the hospitality industry, The Residency Towers remains one of the eminent serving hotels in serving guests to their utmost satisfaction.
With the revolution in the hospitality industry and ever-changing trends in the travel industry, it became very difficult to handle guest complaints and requests through the manual process.
Drawback of the manual method of handling complaints:
Handling guest complaints manually through calls was prone to error and challenges especially in peak hours.
Inconsistent follow-ups led to delays in managing guest complaints.
Requests were frequently forgotten, mishandled, or assigned to the wrong department.
Complaints from VIP guests were mishandled and frequently escalated.
Geedesk - The Remedy
The hotel implemented GEEDESK, a web-based guest complaint and request management software to handle the guest’s complaints and requests.
Geedesk was able to automatically assign guest complaints and requests to the right staff in the right department. It also escalates guest complaints and requests that are about to get delayed by sending an SMS and email to the department managers.
The detailed reports and analytics that the hotel obtained from Geedesk also helped it improve the overall guest experience by scheduling the right maintenance activities and making sure the hotel operations ran optimally.
The Problems Solved
Cloud-Based Platform - Ensures real-time data access and updates.
Mobile and Web Integration - Accessible via mobile apps and web interfaces.
Automated Escalation Protocols - Automatically escalates unattended requests.
Real-Time Notifications - Instant SMS notifications.
Data Analytics and Reporting - Provides detailed analytics and reporting tools.
Key Benefits
Training and Support
Initial Training - Comprehensive training on using the Geedesk system, inputting data, tracking requests, and on utilizing reporting tools.
Refresher Training - Regular sessions to ensure staff remain proficient with new features and updates.
Training Materials - Provides detailed knowledge base articles, video tutorials, and FAQs for reference.
Customer Service - Round-the-clock support for technical issues and user queries.