Historic luxury brand praises KNOWCROSS products for helping deliver ultimate customer service experience.
NEW YORK, NY – KNOWCROSS, the global leader in technology intelligence for the hospitality operations industry, is announcing a partnership with Ritz Paris, which recently reopened its doors after a $400 million dollar, four-year renovation. Ritz Paris, known for its opulence and celebrity clientele, turned to the KNOWCROSS suite of services to create a central, real-time communication center that speeds up responses to guests’ requests and allows the hotel to function more efficiently overall, promoting a new benchmark in customer service.
Ritz Paris has integrated the entire KNOWCROSS suite of services: KNOW Service, KNOW Housekeeping, KNOW Glitch, KNOW Inspection, and KNOW Mobile. Joerg Boehler, Director of Operational Development at Ritz Paris says he first became interested in the technology before the renovation. After a trial in 2011 resulted in positive feedback across his staff, Boehler saw the wide-reaching benefits KNOWCROSS offered.
“Guest expectations are much higher, so we needed to provide much better service than we had before. That was the aim of the renovation and new room set,” explained Boehler. “KNOW Housekeeping was a big change that allowed us to go paperless and replace room lists that became dated moments after printing. The automated system increased productivity by sequencing the order in which rooms should be cleaned. Because of this, Ritz Paris now offers guests the highly-desired ability to determine their own check-in and departure times.”
KNOWCROSS offers a seamless mobile communication system across all departments to anyone on any computer or smartphone, anywhere. This eliminates the need to travel to and from a set location in the hotel for assignments. Meanwhile, the ability to customize language settings breaks down potential communication barriers with staff.
“The beauty of KNOWCROSS is that guests do not see the mechanics behind the miracle,” says Boehler. “We were able to include a callbox within the rooms that looks the same as it did 100 years ago, but lets all departments across the hotel know when a guest does not want to be disturbed, cutting back on unnecessary trips to rooms and suites.”
Boehler acknowledges KNOW Service and KNOW Glitch’s superior ability to track customer complaints and service requests allows his maintenance staff to perform more efficiently. Post-renovation, the platform’s reporting system spotlighted repeat failures of equipment and room issues that wouldn’t have otherwise been as easily detected. Ritz Paris was able to make smart replacements rather than continued unsuccessful repairs.
KNOWCROSS CEO and founder Nikhil Nath says, “Our company is extremely proud to have partnered with Ritz Paris, already known for offering an exceptional level of service. Our cloud-based platform aims at maintaining an intuitive user experience while improving overall operational efficiency. This formula drives improved customer loyalty, which can be increasingly difficult for the high-expectation luxury hotel set.”
Ritz Paris is the city’s most famous five-star hotel located in the Place Vendome. Originally built in the late 19th century, the hotel offers 142 rooms and 71 suites among numerous other amenities.
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