Full-service golf and spa destination Callaway Resort & Gardens, Pine Mountain, Ga., tapped Guestware's automated task management to route requests to staff and track recurring incidents for preventive maintenance.
Callaway implemented the Guestware Select solution designed for hotels that want to streamline guest service and maintenance procedures but don’t require a PMS interface. The system automates incident tracking and rapid response for guest requests and staff assignments. When a guest requests service or has a problem, the system automatically directs the request to the appropriate and available staff or department. Guestware records and categorizes all requests and generates reports that identify recurring incidents and request types that help trends in service quality.
“Guestware does an excellent job of taking, recording and directing guest and staff requests at Callaway Gardens but for me, it is all about Guestware’s analytics,” VP of Resort Operations Marc Bauer said in a statement. “Every morning I get a Guestware executive summary report with a detailed list of the past 24 hour’s incident activity. I also get a ‘Recurring Incident Report’ that lists repeat issues for the same room. This shows me where I may need to budget for preventative maintenance or asset replacement. I also review our ‘open ticket’ report. This tells how long it takes staff to respond to issues. It also spotlights specific incidents that need continued attention. This shows us where to focus our team’s attention.”
Bauer noted Callaway’s Guestware system monitors open guest requests and maintenance work orders and automatically escalates their importance if they remain unresolved for a specific length of time.
“If a ticket remains open beyond a set period of time, Guestware sends an email to the resort operations manager,” he said. “This is just one example of how the system keeps our team on task to provide the best guest service and maintain Callaway up to our high standard.”