Stylish San Diego area beach resort leverages multilingual, online operations management tool to maximize task completion efficiency while improving guest service.
SAN DIEGO, CA – HOTELbeat, a provider of Software-as-a-Service (SaaS) based hospitality operations management solutions, has been credited with providing Pier South Beach Resort, a Marriott Autograph Collection hotel, with the ultimate staff communications and task management tool. Implemented shortly after the resort’s construction in January 2014, HOTELbeat offers Pier South a Cloud-native and mobile-friendly solution that grants instant, up-to-date and detailed access to the current status of all tasks and issues affecting the property and guests; by assigning tasks according to department and/or employee(s), HOTELbeat also eliminates backlog and the risk of staff oversight. As a fully electronic solution, the system drastically reduces paper waste, while creating a far more efficient form of recordkeeping. Important guest facing issues no longer slip through the cracks or get forgotten. With HOTELbeat’s integrated mobile solution, every employee is accountable and guests receive a level of service that exceeds their expectations.
“Although much of the industry has historically relied on more traditional, paper-based redbook formats, HOTELbeat’s approach offers a far more dependable platform; one that provides much greater documentation of property-related matters while mitigating problematic communication issues that can occur, especially during shift changes,” said Tim Earp, General Manager at Pier South. “Its web-based, real-time functionality is also vital in allowing staff to post and update assignments from anywhere using virtually any smart device.”
As the industry is rapidly transitioning to Cloud-based electronic tools, keeping up with the changes and remaining competitive can be a challenge for select service properties with limited staff and resources. HOTELbeat is leading the way by providing inexpensive, intuitive, easy to use solutions to tradtionally time consuming and inefficient processes.
Benefiting from HOTELbeat’s real-time capability, Pier South’s leadership is provided with a window that constantly monitors when a guest has made a request, which staff member it has been assigned to and what the current status of the request is. This is facilitated by separating the platform’s dashboard into guest-driven tickets and property-related task tickets. The feature is even further enhanced by HOTELbeat’s texting capability that allows guests to SMS requests directly to the program’s dashboard from their mobile phone, completely bypassing the overworked front desk.
“HOTELbeat is so much more than a ticketing system, it provides hoteliers with a real solution that can recognize and handle guest requests in a timely manner,” said Earp. “By documenting each step of a request, managers are able to trace the exact timeframe between submission and completion in the event of a guest dispute over punctuality, and make any necessary adjustments if proven to be legitimate. Providing staff with such a tool is critical to ensuring guest satisfaction and safeguarding a property’s reputation and financial profitability.”
Recognizing the hospitality industry’s diverse employment base, HOTELbeat offers multilingual functionality by automatically translating all communications based on what an employee has selected as a native language within their user profile. Often an issue that may affect property-wide adoption of a software platform, HOTELbeat ensures that all staff members receive the same streamlined, easy-to-understand experience.
Knowing that front line employees are the nexus for everything that happens facing the guest, yet are often the least empowered and ill equipped to effectively and efficiently manage problems, HOTELbeat gives them the tools to deliver a superior guest experience without adding additional work or complexity.
“In designing HOTELbeat we wanted to provide a solution that would encompass and cater to all aspects of a hotel’s operation,” said Elvin Lai, CFO and Co-Founder of HOTELbeat. “As a system that advocates a strategy of clearly designating tasks and ensuring their effective completion, we equally set out to guarantee that our service is simple to use by those who need its various features. Property-wide adoption has often been an obstacle to the success of any operations management platform, yet by observing the immense success that Pier South has had with HOTELbeat, we are pleased to demonstrate that it can be done easily and quickly.”
Founded in 2011, HOTELbeat is the result of extensive industry feedback and two years of beta testing, as well as the industry expertise of its company founders and leaders who represent over 45 years of combined experience in all aspects of the hotel market. Properties that have implemented HOTELbeat have noted its unique ability to lower operational and maintenance costs, while creating additional revenue opportunities through its mobile-friendly communication platform.
Photo caption: Pier South Beach Resort, a Marriott Autograph Collection hotel.
Vicky is the co-founder of TravelDailyNews Media Network where she is the Editor-in Chief. She is also responsible for the daily operation and the financial policy. She holds a Bachelor's degree in Tourism Business Administration from the Technical University of Athens and a Master in Business Administration (MBA) from the University of Wales.
She has many years of both academic and industrial experience within the travel industry. She has written/edited numerous articles in various tourism magazines.
