Log guest complaints in 3 clicks, alert everyone who needs to know immediately and get the statistics you need.

• Direct Opera Link - collect guest details directly from Opera PMS, no need to enter guest information manually.
• Automated Email Alerts - mmediately send an email alert to related departments to let them know about the negative guest experience.
• 150+ Problem Categories - choose from a variety of guest problems and assign follow-up automatically, or easily add your own problem entries.
• Scorecard Report - keep track of your top problems, trending, member level impact and review our recommended solutions from the Solution Library.
• Daily Logbook Summary Email - Receive a Daily Summary Email with all the cases over the last 24 hours automatically delivered to your inbox.
• Farewell Report - Daily email alert for every departing guest who experienced a problem prior to check-out.

Updated with a dedicated mobile app and many new features, the Guest Request Manager allows for efficient guest request communication from anywhere in the hotel

Updated with a dedicated mobile app and many new features, the Guest Request Manager allows for efficient guest request communication from anywhere in the hotel

• 300+ Requests - Add your own or choose from 300 different work and guest requests for immediate follow-up
• Individual Follow-Up & Grace Periods - remain flexible on how fast things need to happen by setting your own follow-up times
• Escalation - Set a grace period for each request until the Supervisor / Manager gets alerted automatically
• Send Later - Schedule guest requests in advance by utilizing the Send Later option and get deliveries / tasks done on time
• Scorecard Summary - learn your guest’s top requests; delivery time; caller frequency; rush hours; and more all in one place
• Adaptability - Works both with newer HSKP smartphones (PUSH) and older models (SMS)
• Easy to use - intuitive layout for the operator and a simplified app for ENG / HSKP colleagues via mobile app

Dedicated mobile app with simplified menu for Housekeeping / Engineering use to efficiently raise and follow-up guest and work requests.

• Simple Design - easy to use for HSKP / ENG staff and fully translated in Mandarin Chinese
• Guest Requests - Anytime, anywhere, any staff can log guest requests for in-house guests, automatically assigned to the right colleague for follow-up
• Work Requests - any maintenance work or engineering related tasks can be assigned and forwarded to ENG colleagues immediately
• Escalation - set clear follow-up times for each request, and if not followed-up in time, automatically escalate to the line-manager
• Time Tracking - track how long each delivery took to complete and measure your staff’s performance
• Linked to DM Logbook - any delayed or escalated cases are automatically logged in the Duty Manager Logbook for follow-up
• Android & iOS - available for both Android and iOS mobile phones, the GRM is resource light and runs on old and new phones alike

1000+ hotel inspection pictures across dozens of albums, all categorized and tagged for your easy review. Explore hotels from all brands and chains online and search for specific categories to see what other hotels are doing. A separate section only for collaterals, categorized by departments, providing your marketers inspiration and insight on how other hotels are doing it.

• 1000+ pictures - albums for IHG, Shangri-La, Marriott, Swire, Peninsula, UrbanResorts, Six Senses, etc.
• 100+ tags - filter just the pictures you need and see references for amenities; buffets; menus; collaterals; and more from other hotels

High resolution pictures of collateral ranging from menus, promotion flyers, in-room collateral, guest letters, etc all sorted by department

Filter specific collateral by categories such as promotions; newsletter;, new year; brunch; lunar new year; anniversaries, etc. and reference other hotels

A library of best practices; tools; formats; collaterals; etc. aimed at driving specific areas of your operation. Categorized by tags such as “Loyalty Recognition, Guest Love, Problem Handling, etc.”, this library aims to provide a treasure trove of best practices to each hotel, complete with implementation guide and FAQs.

Solution Library: Over 200+ individual solutions aimed at each department and focused on driving IHG Key Metrics and KPO targets

The Solution Library features Best Practices such as:

• Heart Beat QuickSurvey - catch negative feedback before the guest leaves
• Priority Enrolment Opera Report setup - get real time PE figures from Opera PMS and automatically create check-in alerts to capture every PE opportunity
• LoyaltyConnect LPU Browser Extension - never miss a qualified booking again, this plugin automatically highlights qualified rates and alerts your FD Agent to award points to eligible bookings
• Many more…

Automated post-stay email sent to all your loyal members after check-out, including satisfaction check and social media referral all in one email. Capture unhappy guests and turn them around while you still can.

• Automated Email - triggered after the check-out, guests receive a personalized email from the hotel GM
• Loyalty Recognition - Thank your members for their loyalty
• Problem Handling - capture negative experiences before they make it online and recover the guest before your GSTS survey arrives
• Branded design - tailor the format to be in-line with your brand identity
• Tracking - Track whether guests received, opened and read the email
• DND Profiles - easily flag DND guests in Opera and they will not receive any email
• No human interaction needed - everything is done automatically

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