Guest Ware The Easy Way to Track

Guest. Ware ® The Easy Way to Track— Guest Requests, Guest Responses and Defects in Service Delivery

Topics : Features and benefits of the application : Demonstration of the software : Success stories : Pricing : Implementation

Process : Opportunity: Improve Service & Lower Costs In-house Guest Request or Problem Front Desk Housekeeping PBX Room Service Engineering Guest Services Bell staff / Valet Central Call Center Front Desk Housekeeping PBX Room Service Engineering Guest Services Bell staff / Valet

Benefits of an Automated Service Response System Immediate Results Long Term Benefits : Improve Service : Process Improvement – Collect data for analysis – Pinpoint trends – Eliminate recurring problems – Make informed decisions Delivery – Improve response times – Increase reliability – Improve consistency of service – Manage with accountability • Optimize staffing productivity • Identify training deficiencies • Identify service and amenity changes • Identify capital expenditure needs

Guest. Ware Overview Why Guest. Ware? : Strong Company Background – In business since 1990 – Over 220 Guest. Ware installations – Responsive to Customer needs : Easy to implement – Simple to install and setup – Easy to learn and use – Easy to maintain and support : Cost effective – Very low cost to implement – High Return on Investment (less than 1 year payback)

Guest. Ware Modules Guest Loyalty Guest Recognition Group History Request & problem history Service Quality Rapid Response Incident Tracking Work Orders Process Improvement Reports & Graphs Comment Cards

Rapid Response : Streamlined Call Logging : Faster Than a Manual Log Top 10 Requests Drill-down detail

Rapid Response : Reliable & Timely Follow-up Notify staff on overdue requests Convert incidents to work orders

Rapid Response : Ten Most Frequent Incidents

Rapid Response : Response Time Graph Runner Response Time by Runner Average Time (hr: min)

Rapid Response : Time of Day Graph Incidents by Time of Day

Work Orders : Use Guest. Ware with or without existing work order system Interface with Or existing systems Espress Guest. Ware o • Avoid double entry Maximo • Provide checks & balances Implement a simple work order system • “Easy to use” work order tracking • Monitor open work orders • Generate room history reports • Identify recurring room problems

Work Orders : Entering Work Orders

Work Orders : Viewing Room History View recurring room problems

Comment Cards : Monitor Guest Satisfaction Automated Letter Generation (mail merge)

Other Capabilities Existing Modules : Group History : Guest Recognition Interfaces : GEAC (Q 2 -99) : Fidelio (Q 2 -99) : Maximo (Q 2 -99) : Espresso (Q 1 -99) Upcoming Modules : Telephone Integration : Lost & Found Tracking : Package Tracking

Comment Cards : Categorize Written Comments

Incident Logging : Tracking “after the fact” service failures – Complaint report/48 hour tracking tickets – JD Power meeting dissatisfaction alerts – Shift reports – Guest letters (48 hour response) – Guest compensation

Incident Logging : Logging Incidents Track each response Record Guest Compensatio n

Incident Logging

Graphing Flexibility Point & click graphs Drill down by Department Drill down another level

Success Story Management used Guest. Ware and found. . . Over 500 requests for extra towels each month Opportunity for Savings

Success Story : Solution: Add extra towel to room – Requests dropped 80% – Reduced labor costs – Improved guest experience Labor Savings = $1, 125 per month

Success Story : Using Guest. Ware to pinpoint training problems. . . Broken coffee makers on the rise Further investigation Problem by Housekeeping Section Solution: Re-train HK Section 3 (on correct cleaning process)

Guest. Ware Pricing 24 Month Single Payment Plan Guest. Ware Software License 3 User $3, 150 $142 / mo. 5 User concurrent 4, 770216 / mo. 10 User concurrent 7, 920358 / mo. Support & Maintenance Min. 1 Year Min. 2 Years 3 User $696 $58 / mo. 5 User concurrent 984 82 / mo. 10 User concurrent 1, 704142 / mo.

Guest. Ware Training On-site Training Days Cost Large Hotels (>700 rooms) 2. 5 $2, 000 Small – Mid. (<700 rooms) 2 1, 600 Group Training (2 or 3 hotels) 2 Hotels (<700 rooms) 2 $800 3 Hotels (<700 rooms) 2 533 Training Topics – Overview – Configuration – Rapid Response – Comment Cards – Incident Logging – Work Orders – Reports and Graphs

Implementation : Standardized reports – demonstrating the use of the reports with typical outcomes : Documented step-by-step procedures for optimum performance

Hotels with Guest. Ware : Over 220 Hotels have purchased Guest. Ware – Starwood Hotels with Guest. Ware • • • Sheraton Berkshire Hotel Reading Sheraton Boston Hotel Sheraton El Conquistador Sheraton Gateway Hotel Sheraton Hotels of New York Sheraton New Orleans Hotel Sheraton San Diego Hotel & Marina Sheraton Stamford Sheraton Suites Elk Grove Sheraton Suites Plantation Sheraton Towers Rio de Janeiro Westin Park Central Hotel

Guest. Ware ®