The Holiday Inn Express & Suites in Vacaville, Calif., is now using HotelTap’s cloud-based workforce communications tool for recording and tracking housekeeping and engineering work orders and fulfilling guest’s requests for service.
By using the HotelTap digital logbook in the cloud, which provides a steady stream of departmental information in a social media network format like Twitter or Facebook, staff are communicating more effectively and tasks are being completed in real time.
“Before HotelTap, there was no accountability for housekeeping and maintenance requests,” said General Manager Cheryl Weibling. “Staff had no way of knowing if work orders were completed or if guests’ needs were being met. Requests were shared with the department head verbally or by handwritten notes left in the office indicating the situation and asking that something be done.
“For example, if a guest complained about a sink not draining, a maintenance request was submitted and placed in the office of the chief engineer. There was never a clear understanding between myself or the front desk if the sink repair was ever made. Now, thanks to HotelTap, we can assign a task to a specific individual, and that individual is held accountable for completing the task and marking it closed in the digital log book. All employees needing to know the status of a work order or guest request can access the information at any time during their shift. This not only keeps our rooms in good working order, but it prevents the same complaints from recurring.”
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.