hotel management softwareguest service center for hotels

Silverbyte Products

Optima Guest Service Center (Oscar)          

Centralizes all guests’ requests and complaints and guarantees full follow up on every request.

If anything goes wrong during the stay, OSCAR helps you stay on top of the incident until it is resolved to the guest's satisfaction. The guest receives one telephone number to call for any problem - minor or major. The operator of the SERVICE CENTER records the message into Oscar, classified to one of many optional event types. Simultaneously, the operator directs the department responsible for handling the event by telephone call or an automatic SMS messaging.  An internal stopwatch is activated to monitor the event, while for every kind of event maximum reaction time has been programmed. A short time before dead line, the system alerts the operator of the possibility of failing to handle the event on time.

The department responsible informs the guest service center upon completion of handling the event or the request. The center operator contacts the guest as soon as he receives a sign of completion of the event in order to verify his satisfaction and in doing so designates process conclusion.

Any delay in response to the guest’s call leads to an automatic SMS alert to the head of the department in charge. Complaints that are not solved within a defined time and are critically delayed (depending on hotel definitions) will automatically send an SMS to the hotel manager or duty manager.

Reduce Guest complaints.

OSCAR helps the hotel track all of the guest incidents and bring to light those areas that need most attention. Systematically, the hotel can then correct the problem areas one by one until it has no guest issues.

Oscar Anywhere - Follow up on guests' request on the go
Oscar is running as iPhone and Android apps allowing managers to follow up on all calls from anywhere and open new tasks (including pictures) and for employees to manage their tasks on the go anywhere around the hotel using their own smartphone or tablet.

 The Optima Guest Service Center proves within a very short while:

  • Better guest service & satisfaction
  • Higher motivation, competitiveness and challenge to hotel employees
  • Locating persisting problems, problematic rooms and areas
  • Analyzing average response times in different periods
  • Track team performance and analyze quality levels with Inspector
  • Predicting future problems, based on past statistics
  • Avoiding calls that could be handled by preventive maintenance
  • Reducing man power expenses
  • Utilizing department performance, schedule and order of actions
  • Implement a focused, paperless preventive maintenance program
  • Simple calls are handled by the service operator

 Hotel managers already using the Optima Guest Service Center have reported immediate decrease in guests’ complaints, redirection of employees’ activities into constructive and efficient ones and a significant increase in guest, employees and management satisfaction.

Oscar may run as a stand alone system or as part of the Optima HMS package.


Optima Oscar - service center software for hotels and resorts

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