Pier South Beach Resort improves guest response times

Pier South Beach Resort, a Marriott Autograph Collection hotel, implemented HOTELbeat’s Cloud-native, mobile-friendly solution shortly after construction last January. The solution grants instant, up-to-date and detailed access to the current status of all tasks and issues affecting the property and guests.

By assigning  tasks according to department and/or employee(s), HOTELbeat also eliminates backlog and the risk of staff oversight. As a fully electronic solution, the system drastically reduces paper waste, while creating a far more efficient form of record keeping. Important guest facing issues no longer slip through the cracks or get forgotten. With HOTELbeat's integrated mobile solution, every employee is accountable and guests receive a level of service that exceeds their expectations.

“HOTELbeat's approach provides much greater documentation of property-related matters while mitigating problematic communication issues that can  occur, especially during shift changes,” said Tim Earp, general manager at Pier South. "Its web-based, real-time functionality is also vital in allowing staff to post and update assignments from anywhere using virtually any smart device."

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Pier South's leadership is provided with a window that constantly monitors when a guest has made a request, which staff member it has been assigned to and what the current status of the request is. This is facilitated by separating the platform's dashboard into guest-driven tickets and property-related task tickets. The feature is even further enhanced by HOTELbeat's texting capability that allows guests to SMS requests directly to the program's dashboard from their mobile phone, completely bypassing the overworked front desk.