GRAND HOTEL BERNARDIN SAVES 200 MAN-HOURS PER MONTH BY USING FACILITY APPLICATION
The hotel industry is labor intensive where the ultimate goal is guest satisfaction that is translated into revenue increase, good feedback and recommendations. Communication between a hotel’s departments is extremely important, affecting the quality of the provided service.
In addition to a clean room, pleasant front office, rooms and other areas, welcoming atmosphere and helpful staff, guests also expect responsiveness: how fast and well our guests’ expectations and wishes are met. Regardless of whether it is a light bulb that needs replacing or whether a guest wants an extra towel.
STREAMLINING COMMUNICATION BYIMPROVING TIES BETWEEN HOTEL DEPARTMENTS
Hotels use various types of communication between departments. Phones are used most frequently; however the use of applications in the service industry is on the rise. Several applications have been designed for hotel industry, they however focus on communication between two departments, while Facility supports communication between all departments, including the management.
Grand Hotel Bernardin 5* in Portorož, Slovenia, has 241 rooms.
The Grand Hotel Bernardin in Portorož introduced Facility with the purpose of shortening communication paths and better connecting organizational units, as the application connects almost all hotel units on one platform. The aim was to decrease waste of all kinds that is caused by a slow or non-existent information flow. The biggest challenge was communication between the supervisor and housekeepers, since housekeepers did not carry their phones and the supervisor had to search for them through the hotel to pass them any piece of information. Communication between housekeeping and maintenance was slow and information could not be exchanged in real time. There were also issues with maintenance work that could not be done immediately for various reasons, and was not logged systematically.
IMPROVING WORK PROCESS EFFICIENCY AND INFORMATION FLOW
Facility solution is an innovation that improves work process efficiency and supports quicker communication between units, better control over work organization, as well as information and data traceability, which makes it the perfect replacement for outdated organizational and communication methods. The management can optimize work processes and maximize service quality based on statistics and performance indicators.
Facility supports efficient and simple management over smartphones, tablets, and computers, and employees can even make calls through the application for no additional charge. The application requires an internet connection on any smart device. Facility is customized for various types of users, so that certain information is only available to certain users depending on their job. Housekeepers can only access information about the rooms that were assigned to them on that day, while supervisors and head housekeepers have access to all the information. The application logs every user click, and provides a comprehensive oversight of internal organization and employees’ work. We can check who ordered and who completed a task or repair, and when it was done.
OUTCOMES OF TESTING THE FACILITY APPLICATION
In March last year, we tested Facility for 30 days. The test included our front office, housekeeping, maintenance, and partly our manager. By analyzing the data we established that the application saved us at least 200 man-hours in the test period, which is more than the average monthly work hours of one person.
Facility saved Grand Hotel Bernardin at least 200 man-hours in a month, which is more than the average monthly work hours of one person.
The application developed by Facility has many strong points in common with full service channel manager provided by Cultuzz: as saves time, increases productivity and revenue for property owners. That is why Facility is part of the Cultuzz partner network. For more information regarding on line distribution for your hotel, villa, apartment or holiday home, contact us directly: http://www.cultuzz.com/company/contact-tc.html