The digital logbook in the cloud replaces paper messaging methods for recording and responding to guest requests, performing and tracking maintenance tasks, and resolving customer complaints
[Alameda, Calif. — Nov. 17, 2015] — The Quality Inn and Suites in Vacaville, Calif., is seeing a boost in customer and employee satisfaction now that the HotelTap cloud-based workforce communications tool is in place. Installed in September, the 114-room limited-service hotel is already seeing a huge improvement in workforce communication. By utilizing the HotelTap "digital logbook in the cloud," departments are connecting seamlessly, and tasks are being completed in real time.
Developed by Sandip Jariwala, owner of the Hawthorn Suites By Wyndham in Alameda, Calif., HotelTap was designed to respond to guest requests quickly, perform and track maintenance tasks efficiently, and resolve customer complaints timely using a social media network format (similar to Twitter or enterprise social software Yammer and Chatter). Leveraging mobile technology and the cloud, HotelTap communicates a steady stream of daily activities and information (in the users language of choice) in chronological order by department and by staff start time. The digital tool also contains a comprehensive analytical dashboard that records and tracks guest complaints and provides a snapshot of maintenance and equipment issues and task history relating to them, by category and physical areas of the hotel. The dashboard neatly organizes the property's complaint records so operators can easily pinpoint problem areas. The system offers alerts for tags so that managers and owners can be notified via text messages about particular issues as soon as they are entered in HotelTap.
"HotelTap is technologically innovative, and because it is live on the web, I can access it anywhere there is an Internet connection,” said Richard Caldwell, Quality Inn and Suites Vacaville General Manager. “Each morning I get an email with a summary of the prior day’s events. This reporting tool is extremely valuable to me because it is a great time saver. Also, if there is something that needs my immediate attention, it is highlighted on the PDF report in red, enabling me to address it right away.
“HotelTap is an exceptional product, and I see it adding tremendous value to full service hotels as well,” Caldwell said. “The bigger the hotel, the more departments it has; the more departments, the bigger the need for streamlined communications. Our administrative office, front desk, housekeeping and maintenance teams are finally in sync, and we know what each other is doing – or needs to be doing — at all times. There is absolutely no limit to what HotelTap can do or how it can be used.”
HotelTap uses a steady messaging stream of interactive notes and tasks that are relevant to each department and staff member. For example, a front desk agent will log into HotelTap and see only the information or incomplete tasks that he needs to address during the shift. Any information relevant to the front desk — or tasks that need performed during the shift — is presented to the agent upon log in. Staff only see the communication stream relevant to their department, while managers and owners have access to all hotel correspondence.
“Our maintenance department logs and tracks communications regarding guest requests and equipment issues,” Caldwell said. “Equipped with a tablet computer from HotelTap, our chief engineer also logs preventive maintenance tasks and follows a timeline to ensure that all assignments are completed. The Front Desk uses HotelTap to log requests for wake up calls, privacy, extra linens, etc., and also to track housekeeping tasks, issue master housekeeping keys, maintain a ‘no rent’ list and more. HotelTap also logs guest complaints and highlights in red those that need immediate attention from upper management. We are limited only by what we are willing to use it for.
“What I like best about HotelTap is the archiving feature,” Caldwell said. “Once data is entered into the program, it remains there for at least three days. This gives us adequate time to read, update and close out all the active notes. The search function is really strong. Let’s say someone approaches the front desk and he seems familiar, but the agent can’t quite place his face. By simply typing in the person’s name in HotelTap, the agent can retrieve a note that specifies ‘do not rent’ and why. Or, if a VIP guest comes in and requests room #109, the agent can type room #109 into HotelTap to double check to see that the room has no service issues prior to blocking it. This type of detailed archiving and instant retrieval could never have been done with our previous digital format. For this service alone I’m pro-HotelTap all the way.”
Staff can access HotelTap from a tablet or cell phone and get email or SMS notifications when new tasks are posted to their “to do” list. They can complete tasks during their shift and the front desk staff gets notified through HotelTap on their desktop. Notifications can also be turned off when employees are off duty.
"I created HotelTap to run my own hotel more efficiently,” said Sandip Jariwala, HotelTap founder and CEO. “It brings me great joy and fulfillment knowing that that this tool is helping my fellow property owners. Most limited-service properties continue to rely on notebooks, paper tickets, sticky notes, internal emails, spreadsheets, text messages and radios for communicating internally. Using a social media network format, HotelTap shares information between those who ‘need to know,’ from department to department, employee to manager, and manager to owner, in one comprehensive location. Not only is it easy to use, but HotelTap’s social-media orientation makes it really fun for employees to engage with.”
Schedule a Demo
HotelTap is available for one low annual fee, based on a hotel’s size. The system provides 24/7 security, as all property data is securely stored on HotelTap's cloud servers with daily backups. Round-the-clock LIVE technical support is provided. To schedule a demo of HotelTap, click here. For more information on HotelTap, visit www.HotelTap.com or call (844) 381-7221.
