Case Studies

How The Residency Towers Maintains Its
5-Star Ratings With Geedesk


Residency Towers Coimbatore

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:
Screenshot

Handling guest complaints manually through calls was prone to error and challenges especially in peak hours.

Screenshot

Inconsistent follow-ups led to delays in managing guest complaints.

Screenshot

Requests were frequently forgotten, mishandled, or assigned to the wrong department.

Screenshot

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

Screenshot

Cloud-Based Platform - Ensures real-time data access and updates.

Screenshot

Mobile and Web Integration - Accessible via mobile apps and web interfaces.

Screenshot

Automated Escalation Protocols - Automatically escalates unattended requests.

Screenshot

Real-Time Notifications - Instant SMS notifications.

Screenshot

Data Analytics and Reporting - Provides detailed analytics and reporting tools.

Key Benefits

Key Benefits

Training and Support

Screenshot

Initial Training - Comprehensive training on using the Geedesk system, inputting data, tracking requests, and on utilizing reporting tools.

Screenshot

Refresher Training - Regular sessions to ensure staff remain proficient with new features and updates.

Screenshot

Training Materials - Provides detailed knowledge base articles, video tutorials, and FAQs for reference.

Screenshot

Customer Service - Round-the-clock support for technical issues and user queries.

Testimonial

“We find Geedesk to be an excellent product. It has resulted in increased efficiency, improved productivity, and better decision-making capabilities for our team. Geedesk has been implemented in all properties and will be used in all future hotels.“

BALAMURGAN.N
CLUSTER MANAGER - IT BUSINESS SUPPORT
THE RESIDENCY TOWERS