24/7 Software Blog

Your day is starting.

Your property is packed.

You can feel the energy moving through the halls.

The team did a great job filling the place.

Your revenue projections for this month look stellar.

But, you’re still nervous about service, even with the potential for revenue generation this holiday season.

Why?

You know what’s going to happen an hour from now.

Your customers will need stuff.

But your staff won’t be able to handle the influx of special customer requests coming through the phones.

How do you know this?

You don’t have a scalable way to handle special requests.

If your staff is running around doing other important tasks, your customers will have to wait.

You need to get your customer requests under control.

So, how can you do this?

You need request tracking software.

It lets you handle special customer requests with total efficiency.

Keep reading; we’ll show you.

You oversee all operations for your property.

Besides your family, it’s your life.

You believe you’re excellent at it too.

But, you always feel like you hit too many bottlenecks when trying to get work done.

Since you run the entire operation, from customer service to security, you have a lot of moving parts to keep your eyes on day to day.

This responsibility makes it difficult to ensure nothing slips through the cracks.

Your security team uses software for their guard tours.

Public safety uses another system – you can’t remember the name – for managing issues, incidents, and other miscellaneous requests that happen throughout the property.

Not to mention, your engineering team requires your team to write up a work order and then forward it to them.

Then, they enter the work order into their CMMS software.

We counted three different systems right there.

Each different system sends you a separate report, formatted a different way, and each has their faults that you must overcome each week to assess the information.

How is this efficient in any way?

It’s not.

You’re using too many ‘tools’ to run your property.

This strategy is dangerous because it leads to significant inefficiencies that affect your customers, bottom line, and your job.

But, the good news is you can change the course of the future.

You can control the effectiveness of your operation.

You no longer need multiple tools – you need a unified solution to achieve Proactive Operations.

This scenario happens at your property every day.

Barry from your security team picks up a lost cell phone near the restroom.

He brings it to your lost and found counter.

Jessie is already on the phone, whispers “thanks,” and Barry is back on his way.

Jessie takes the cell phone to the storage closet, dumps the cellphone in a plastic container marked “Cell Phones,” and gets back to the day’s critical tasks.

Eventually, one of your customers realized they'd lost their phone.

They call your property.

But, now you have a problem.

Do you know your problem?

You don’t track anything!

Running your lost & found department proves complicated.

It also causes customer services problems that you’re tired of dealing with all of the time.

But, it doesn’t have to be this way.

We get it; it’s easy to forget about lost or found items when there are so many more important things going on at your property.

It’s time for a change.

Today’s the day you upgrade your lost and found efforts.

Today is the day you choose software to boost your operation.

Trust us; it’ll prove beneficial because you’ll save time handling lost and found items, but you’ll also enhance your customer service.

We’re going to take you through the necessary components of lost & found software that gives you a stress-free way to get items back to customers.

Are you ready?

“Our largest event of the year is today,” you tell your staff.

Your customer-to-staff ratio is 15:1.

In no time, the incident calls immediately start coming into the operations center.

You’re receiving eight to 10 customer requests between each incident call.

Suite customers have multiple food and beverage requests – one after another.

Wheelchair requests are coming in with no end in sight.

Your team is challenged with mitigating the high frequency of incidents occurring.

But, your staff is also struggling to handle the customer requests coming in through the radio.

The calls are so backed up people are complaining.

Some of your customers have left in anger and frustration.

There’s no differentiation between communication for incidents or customer requests.

Incident calls are taking priority, and so wheelchairs aren’t making it to your customers.

VIPs aren’t receiving their food or drink, and housekeeping is running behind, so there are unattended wet spills looming.

Routing all calls through one individual is creating chaos.

Your operation is breaking down when it should be moving proactively.

This shortfall leaves you feeling helpless.

What do you do?

How do you come back from this?

Great questions.

We’re going to show you.

“Finally, we can say ‘farewell’ to our legacy system,” you exclaim.

Your supervisors seated around the conference table smile and nod.

Today’s a big day for your team.

You’ve been using the same systems on your property since its opening in 2007.

Every piece of technology used for your property’s operation is a legacy system.

From your maintenance software to the spreadsheet used for managing operational incidents.

You knew it was time to advance your operation.

But, your biggest fear was being replaced.

You’ve been running this property since it opened, and if nothing changed – you were next in line for ‘replacement.’

You want to create an ever-lasting legacy, not depart as a legacy leader known for complacency and out-of-date methods.

Nowadays, there are a plethora of progressive software solutions available.

Many surpass the functionality of your current “solutions.”

• Real-time communications for world-class execution
• Web-based is a requirement for global operations
• Digital documentation to reduce risk
• Reporting for analysis to continuously improve the experience

To compete in this landscape, they must fulfill the needs of your property.

You know this more than ever now.

But, as you started your implementation process did you stop to review one critical characteristic of your solutions provider, that you might’ve missed?

We’re sure it met all your internal needs.

But, did you ever review the track record of your solutions provider?

We’re not talking about credibility nor are we referring to their customer listing.

While these are essential qualities, we’re referring to long-term innovation.

Yes, they’re not a legacy system now.

The question is, where will your new solution be in two years, five years, or ten years?

Did you just select your next out-of-date software solution?!

How innovative is your solutions provider?

“Taxi,” you hear the guy to your left scream.

He’s waving his arm with hopes of getting the attention of a cab.

But, no luck.

Large groups of people rush the taxi line as the day ends.

Many of the customers are in groups of two or more.

They flood the available taxis leaving anyone riding solo struggling to catch a cab.

“Taxi,” you hear him again as he flares his arms.

Now he’s flustered.

As you’re about to walk over to help, someone from taxi services approaches him.

“Sir, would you like a cab,” he asks. “Yeah, I’ve been trying to wave one down, but they are all taken before I can get their attention,” the frustrated man responds.

“Would you like another drink before you leave,” asks the staff member.

Confused by the question, the man replies, “Sure, I could use one, why?”

“Give me your phone number, enjoy a beer at our restaurant, and I’ll hail a taxi for you,” Jerry, the staff member, suggests.

Jerry takes the man’s number and directs him to the restaurant still open to customers.

How’s this for customer service?

Are you wondering how Jerry can perform first-class customer service?

He uses the go-to solution proactive operations rely on to make customers happy before, during, and when your property closes for the day.

If his customers need something, he and his team get it done.

We have good news; you too can efficiently manage the needs and requests of your customers.

Keep reading because this article explains how to perform best in class customer service.