# 1 in ease-of-use. Guest Service Interconnectivity. Made by - - PowerPoint PPT Presentation

G u e s t S e r v i c e O p e r a t i

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An intuitive guest service management software for hotels. mynuvola.com - The voice of the hotel

1.415.992.3999

# 1 in ease-of-use. Guest Service Interconnectivity. Made by hoteliers, for hoteliers.

Table of Content

mynuvola.com

Guest Service Operations Technology

Guest Service Operations Technology mynuvola.com

Guest Service Management: Progressive Hotel Interconnectivity Hospitality Facts: Instant Guest Recovery Desktop Platform: Enhanced Hotel Communication Customer Service Automation: Better Guest Services. Faster Recoveries Comparative Report: Multi-Hotel Stats, Trends and Data Next Steps: Multi-Hotel Stats, Trends and Data Hotelier Mobility: Smartphone and Tablet Ready Angel - Guest App: An App for them Guest Recovery Workflow: Bulletproof Follow-ups Environmentally-Friendly: Adopting earth-friendly tools for your hotel What Makes Us Different: We are Techs That Love Hotels Benefits: A Service Full of Advantages

Guest Service Management

Progressive Hotel Interconnectivity

What is Guest Service Management?

Incidents

Guest Requests

Pass On

Reports

Guest Survey Hotel Staff

Preventive Maintenance

Packages Lost & Found Multi-Hotel Management

Guest Service Management Software (GSMS) manages, tracks and responds to in-house guests activities in real-time. GSMS provides an efficient internal communication environment, between departments and externally with guests. GSMS is the ideal tool that allows hoteliers to increase customer loyalty by reacting in real-time to requests and assessing guest behavior-patterns. Guest Recovery Workflow (GRW) is an integral component of GSMS

• service. GRW is a status-based program designed to categorize, assign

and follow up on incidents as a method to improve response-time targets and hotel customer satisfaction goals. Nuvola’s GSM improves key service indicators and increases repeat-guest stays and allows decision-makers to take action based on factual hotel trends.

mynuvola.com

Guest Service Operations Technology

Guest Service Operations Technology mynuvola.com

Hospitality Facts

Instant Guest Recovery

Increase Customer Loyalty Take immediate action Know your guests

Technology provides the necessary tools to understand your customer service patterns. Hospitality review systems address guest incidents “after the fact” allowing the guests to depart your hotel dissatisfied with their hotel experience. There is much to learn about guests by understanding what they appreciate about your services and facilities. At what stage in technology adoption curve will you implement a GSM tool?

Paper vs. Digital

mynuvola.com

Guest Service Operations Technology

Guest Service Operations Technology mynuvola.com

3 in 5 guests would try a new hotel brand for a better service experience

59%

Resolve a complaint in the guest's favor and in a timely manner and they will stay with you again 70% of the time

70%

It takes 12 positive experiences to make up for one unresolved negative experience.

8%

*Source: Marketing Metrics *Source: American Express Survey, 2011 *Source: Customer Experience Impact Report by Harris

Customer Service Automation

Better Guest Services. Faster Recoveries.

mynuvola.com

Guest Service Operations Technology

Guest Service Operations Technology mynuvola.com

REAL-TIME INCIDENT NOTIFICATION

GUEST SERVICES Achieve all your Guest Service Management Objectives Improve Your Guest Recovery Response Time. GUEST SATISFACTION ORIENTED Successfully resolve issues while Guests are in-house. ESCALATION MANAGEMENT All issues are addressed and prioritized based on duration and severity. CUSTOMER LOYALTY Increase your frequent guest stays.

Services

For Desktop Access

Enhanced Hotel Communication One comprehensive dashboard that provides a clear visual of what is happening in your hotel at all times. Real-time event notifications with customized scalability for follow up

• n activities.

Schedule Preventive Maintenance work-orders, assign future requests while collaborating with multiple team-members to resolve incidents.

mynuvola.com

Guest Service Operations Technology

Guest Service Operations Technology mynuvola.com

Hotelier Mobility

Smartphone and Tablet Ready Create, review and assign service requests remotely. Enable your team with mobile access to view and resolve hotel activities Real-time updates

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service requests translates into increase in customer service standards. Request digital signature from guests when delivering packages and lost & found items.

mynuvola.com

Guest Service Operations Technology

Guest Service Operations Technology mynuvola.com

For Your Team

Angel Guest App

An App for them Allow your guests to skip the phone call with Angel. Guests can rate your hotel during their stay, allowing you to celebrate "happy guest" reviews and address potential issues. Always staying connected with guests strengthens customer loyalty.

mynuvola.com

Guest Service Operations Technology

Guest Service Operations Technology mynuvola.com

For Your Guests

Services

For Desktop Access For Your Guests For Your Team Enhanced Hotel Communication

mynuvola.com

Guest Service Operations Technology

Guest Service Operations Technology mynuvola.com

GUEST SATISFACTION METRICS COMPANY-WIDE PRODUCTIVITY SNAPSHOT CUSTOMER LOYALTY TRENDS

Compare service indicators between hotels Review global guest issue patterns Set incident recovery goals by hotel

Comprehensive Reports

STAFF GUEST

Communication Workflow

Real-time Monitoring of Internal (Staff-to-Staff) & External (Staff-to-Guests) Activities

mynuvola.com

Guest Service Operations Technology

Guest Service Operations Technology mynuvola.com

Guest Service Operations Technology

DESKTOP APP MOBILE APP ANGEL APP

Service Requests Guest Personalized Survey Hotel Directory Repeat Guest Monitoring Direct Messaging Incident monitoring Preventive Maintenance scheduling Lost & Found items module Package & courier service module Comprehensive News Feeder Customizable Reports Real-time notifications T w

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b e t w e e n S t a f f ↔ G u e s t s

REPUTATION PROTECTION BRAND VALUE

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m p r

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e E f f i c i e n c y

P u s h M e s s a g e s & E m a i l N

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Guest Recovery Workflow

Bulletproof Follow-ups

Pending

Team-members: log all events

Completed

Team-members: resolve events as planned

Closed

Supervisors review and close events

Your service requests are resolved as planned Your key service indicators are tracked Your departments work in sync Your team enjoys anywhere access Your Guests are happier!

Benefits

Events On-Hold Future Preventive Maintenance

Categories

mynuvola.com

Guest Service Operations Technology

Guest Service Operations Technology mynuvola.com Properly track service requests Complete incidents on-time Ensure Guest satisfaction is met

Comparative Report

Multi-Hotel Stats, Trends and Data Compare service indicators between hotels Review global guest issue patterns Set incident recovery goals by hotel

Comprehensive Reports

mynuvola.com

Guest Service Operations Technology

Guest Service Operations Technology mynuvola.com

Standardized your Guest Service Management procedures across all your hotels.

For Groups

GUEST SATISFACTION METRICS COMPANY-WIDE PRODUCTIVITY SNAPSHOT CUSTOMER LOYALTY TRENDS

Guest Service Operations Technology mynuvola.com

Environmentally Friendly Approach to Customer Service

The core idea is to maximize customer value while minimizing waste. Simply, lean means creating more value for customers with fewer resources.

mynuvola.com

Guest Service Operations Technology

A Green Alliance

A commitment to adopting earth-friendly tools for your hotel.

Guest Service Operations Technology

Reduce the impact of employee turnover Easy training and deployment Appealing user interface Friendly approach to technology

What Make Us Different

We Are Techs That Love Hotels

Intuitiveness

Enjoy on-going software upgrades and stay current

• n new industry tools and improved functionality

Adopt a SAAS model that constantly betters your guest service operation Work smarter while reducing your hotel’s carbon footprint

Affordability

mynuvola.com

Guest Service Operations Technology

Guest Service Operations Technology mynuvola.com

Efficiently track incidents and hotel activities from one dashboard Provide your guests with an app for service requests management Schedule your preventive maintenance program Manage your MOD and Shift Pass On report digitally Keep your operation centralized and your departments synchronized Track your packages and lost & found items Access your Nuvola from any smartphone or tablet Set up your automatic alerts for incidents and stability notifications Schedule VIP greeting calls

Benefits

A Service Full of Advantages Nuvola is the most intuitive guest service software for hotels Nuvola is cloud-based Nuvola has zero infrastructure costs Nuvola will have your staff trained and your account up and running in less than an hour

mynuvola.com

Guest Service Operations Technology

Guest Service Operations Technology mynuvola.com

Next Steps

What happens next?

mynuvola.com

Guest Service Operations Technology

Guest Service Operations Technology mynuvola.com

Assign a Nuvola Champion Review Account Customization ACCOUNT CONFIGURATION CALL

STEP ONE

Review Response-Times Evaluate User Adoption FOLLOW UPS

STEP THREE

Formats: Physical or Online Trainings (1-hour per session) TRAINING

STEP TWO

110 East Broward Blvd Suite 1700 Fort Lauderdale, Florida 33301 1.415.992.3999 mynuvola.com sales@mynuvola.com

G u e s t S e r v i c e O p e r a t i

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Thank You!