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Quality Management

Introduction

In response to the increasing need for today's top brand hotels to maximize guest satisfaction and optimize hotel services and quality, Sky Software has developed Sky Horizon Quality Management System (QMS) as a software tool specifically designed to help hotels to meet this objective. The system has practically proved to have a great impact on vital hotel functions such as Guest Requests and Satisfaction Management, Housekeeping, Engineering and Maintenance Management, and Guest Service Process Management.

Sky Horizon Quality Management System implements the latest quality standards in hospitality in order to reach higher guest satisfaction levels and ensure that hotel services are delivered with the same quality all the time. Through the new full-featured Work Requests Monitor, hotel management and Guest Service Center staff agents now have access to all guest requests and problems instantly as they emerge so that proper actions have to be carried out promptly by the related service department.

The automatic email alerts and SMS escalation options have been activated in Sky Horizon Quality Management System in order for the HODs to be always notified about any delayed request while the advanced gateway interface will be reporting any failure to the entitled HOD or supervisor.

The intelligent reporting system in Sky Horizon Quality Management System has been used to generate statistical, summarized, detailed, and graphical reports to expose the most frequent problems in addition to a wide range of efficiency indicators on the departmental and hotel overall performance that are available to the hotel management in order to take the right decisions and undertake the proper action based on report outputs.

System Components

  • Sky Horizon Quality Management System (QMS)
  • Sky Horizon Engineering & Maintenance System (EMS)
  • Sky Horizon QMS Mobile Application (QMS Mobile)
  • Sky Horizon QMS Glitch Management System
  • Sky Horizon QMS Interactive Voice Response (QMS IVR)
  • Sky Horizon QMS Guest Link (QMS G-Link)
  • QMS Interfaces

The Big Picture

Operational Features

  • Multi-property system
  • Complete and Accurate Guest Request and Work Orders logging, routing escalation and follow up procedures
  • Automatic pop up of guest requests appearing on the target department screen
  • Guest request and feedback form printing
  • Full history of guest requests for analysis is available
  • Courtesy calls follows up with the guests
  • SMS and Pager alerts could be sent to a pre-defined mobile number/ numbers according to the escalation procedure if the request is not fulfilled
  • Detailed reporting on the quality of service delivered to guests
  • Interface with PBX systems
  • Interface with major PMS and front office systems
  • Duty Manager reporting
  • Comprehensive daily, statistical, and performance reports that are exportable to DOC and XLS formats

Guest-facing/UI

  • Online G-Link (Guest link) portal
  • Multilingual user interface
  • Interactive voice response IVR system
  • Guest mobile application

Interfaces & Integration

  • Property Management System (PMS) interface
  • Building Management System (BMS) interface
  • Interactive Voice Response (IVR) system
  • PBX Interface
  • HR and store system interface
  • Global Web SMS providers interface
  • Pager system interface (TAP protocol)

Advanced Features

  • Intelligent workflow dispatching for guests and inter-departmental work orders
  • Automatic work order triggers based on PMS events (guest check in/out, room move…etc.), guest preferences, and guest experience from history
  • Instant notifications and workflow escalation using SMS, pager, email, wireless PBX phones, and smart phones
  • Guests based messages (via SMS and emails) with customized welcoming and other promotional contents in addition to hotel services information
  • Courtesy calls and guest feedback management
  • Glitch management system managing guest incidents, complaints, and guests compensations
  • Mobile web application allowing management to fully manage work orders via smart phones
  • Preventive maintenance management with equipment profiles
  • Room’s preventive maintenance with PMS interface
  • Meter readings management with BMS interface

Reports & Analytics

  • Top repeated guest requests and problems
  • Work orders statistics, aging, and history reports
  • Staff productivity reports
  • Discrepancy reports
  • Custom report writer and report scheduling system

Technology & Certification

  • Supports private and public cloud hosting (SaaS)
  • Microsoft SQL Server database engine
  • Automatic backup and archiving system
  • Compliance with PCI/DSS
  • SSL Data Encryption is available

QMS Workflow 1: Guest Requests over Telephone

QMS Workflow 2: Job Request by an Employee

QMS Workflow 3: Event-driven Job Requests

QMS Workflow 4: Job Requests based on Guest Preferences

QMS Mobile: Work Orders

Sky Horizon® QMS Mobile provides instant alerts and notifications to hotel service agents and management about any guest request through a standard workflow and escalation service system. It also provides the ability to manage work orders; add new work order, find, assign, finish, cancel and postpone work order.

QMS Mobile: Guests

Sky Horizon® QMS Mobile shows guests in-house, today arrivals, or expected departures and allow the user to search the list based on room number, guest name, or VIP level. It shows guest details like reservation details, guest preferences, traces, and requests history.

QMS Mobile: Charts

Sky Horizon® QMS Mobile provides the management with a top view of the service situation, thus showing errors, delays, and guest complaints on various levels; individual, departmental, and hotel levels.

References

  • InterContinental Hotel Dubai Festival City
  • Riyadh InterContinental Hotel
  • Abu Dhabi InterContinental Hotel
  • InterContinental Doha Hotel
  • Four Seasons Hotel Cairo at the First Residence
  • Crowne Plaza Hotel Dubai
  • Jordan InterContiental Hotel
  • Crowne Plaza Hotel Jeddah
  • Jeddah InterContinental Hotel
  • Mövenpick Hotel Bahrain
  • Gefinor Rotana Beirut
  • Crowne Plaza Hotel Yas Island
  • Al-Khobar InterContinental Hotel
  • Majestic Arjaan by Rotana Hotel
  • Al-Jubail InterContinental Hotel
  • Regency Bahrain InterContinental
  • InterContinental Doha The City Hotel
    InterContinental Lusaka
    InterContinental Mauritius Resort
    Taif InterContinental Hotel
    Phoenicia InterContinental Hotel
    Crowne Plaza Hotel Amman
    Crowne Plaza Riyadh Minhal
    Crowne Plaza Al-Khobar
    Crowne Plaza Doha Hotel at The Business Park
    Crowne Plaza Madinah
    Dar Al-Tawhid InterContinental Hotel
    Kempinski Ishtar Hotel
    Dar Al-Iman InterContinental Hotel
    Dar Al-Hijra InterContinental Hotel
    Holiday Inn Dead Sea Hotel
    InterContinental Hotel Aqaba
    Holiday Inn Dana Hotel
    Le Vendome Intercontinental Beirut
    Gloria Hotel, Media City
    Yassat Hotel
    InterContinental Nairobi
    Leisure Lodge
    Sankara Hotel
    Crowne Plaza Nairobi
    Amwaj Rotana Resort at Jumeirah Beach Hotel
    Fujairah Rotana Resort & Spa- Al Aqah Beach
    Media Rotana, Dubai
    Crowne Plaza Jordan Dead Sea Resort
    Kempinski Hotel Aqaba
    Hotel & Resort
    Divan Erbil
    One to One, The Village
    Al Gassar Resort
    Dar Al-Taqwa Hotel