Full-Service Golf and Spa Destination Taps Guestware Automated Task Management to Route Requests to Staff, Track Recurring Incidents for Preventive Maintenance
“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,” said Marc B. Bauer, vice president, Resort Operations for Callaway Resort & Gardens (Callaway) in Pine Mountain, Georgia. Callaway is a 670-room full-service destination that offers a Spa, two 18-hole golf courses, a Lodge, cottages and many activities and attractions. Guestware is the leading cloud-based guest-service and rapid response solution provider for hotels and resorts.
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.
“Every morning I get a Guestware Executive Summary Report with a detailed list of the past 24 hour’s incident activity,” said Bauer. “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. 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.”
Founded in 1990, Guestware focuses on elevating the guest experience for hotels and resorts. Guestware works with select and full-service hotels and resorts in more than 70 countries and has over 1,600 implementations worldwide. To learn more, call (888) 50-GUEST or visit guestware.com.
Guestware’s product line is made up of Guestware Select which includes Guest Response and Facilities Maintenance functionality perfect to streamline the guest experience at smaller boutique and select service hotels. It is implemented remotely with simplified setup for fast adoption and ROI.
Guestware Suite provides a PMS interface plus guest recognition functionality for pre-arrival planning. It includes everything in Guestware Select and personalized service ideal for upscale and luxury hotels and resorts.
Guestware Plus includes the full Guestware Suite solution plus additional CRM functionality for guest-facing recognition and loyalty programs with CRS and website integration.
For more than 65 years, Callaway Resort & Gardens has provided “a place of relaxation, inspiration and a better understanding of the living world” for millions of visitors. Owned and operated by the non-profit Ida Cason Callaway Foundation, the Callaway features thousand s of acres in Pine Mountain, Georgia with highlights such as a butterfly conservatory, discovery center, chapel, inland beach, nature trails, and special events throughout the year. In addition, Callaway Resort & Gardens offers meeting space, guest rooms, restaurants, spa, shops, golf, tennis, fishing, and more.
Guestware is a cloud-based solution for hotels and resorts to optimize guest service and maintenance processes. Guestware enables staff to improve guest service ratings while providing property leadership with the data to ensure that guests are happy, staff are productive, and the facility is well maintained. The company has focused on elevating the guest experience in the hospitality industry for over 20 years. Today, Seattle-based Guestware does business with select and full-service hotels and resorts in over 70 countries. For more information about Guestware, go to guestware.com or call 888-50-GUEST.
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