Quality Inn and Suites streamlines staff communication

The Quality Inn and Suites in Vacaville, Calif., is seeing a boost in customer and employee satisfaction with the HotelTap cloud-based workforce communications tool. Installed in September, the 114-room limited-service hotel is already seeing a huge improvement in workforce communication. By using the HotelTap "digital logbook in the cloud," departments are connecting seamlessly, and tasks are being completed in real time.

Developed by Sandip Jariwala, owner of the Hawthorn Suites By Wyndham in Alameda, Calif., HotelTap was designed to respond to guest requests quickly, perform and track maintenance tasks efficiently, and resolve customer complaints timely using a social media network format (similar to Twitter or enterprise social software Yammer and Chatter).

Leveraging mobile technology and the cloud, HotelTap communicates a steady stream of daily activities and information (in the users language of choice) in chronological order by department and by staff start time. The digital tool also contains a comprehensive analytical dashboard that records and tracks guest complaints and provides a snapshot of maintenance and equipment issues and task history relating to them, by category and physical areas of the hotel. The dashboard neatly organizes the property's complaint records so operators can easily pinpoint problem areas. The system offers alerts for tags so that managers and owners can be notified via text messages about particular issues as soon as they are entered in HotelTap.

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"HotelTap is technologically innovative, and because it is live on the web, I can access it anywhere there is an Internet connection," said Richard Caldwell, Quality Inn and Suites Vacaville general manager. "Each morning I get an email with a summary of the prior day's events. This reporting tool is extremely valuable to me because it is a great time saver. Also, if there is something that needs my immediate attention, it is highlighted on the PDF report in red, enabling me to address it right away.

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.

Staff can access HotelTap from a tablet or cell phone and get email or SMS notifications when new tasks are posted to their "to do" list. They can complete tasks during their shift and the front desk staff gets notified through HotelTap on their desktop. Notifications can also be turned off when employees are off duty.