The
art of satisfying and
delighting guests at
hotel properties has
become something of
a science in itself
as hotels conjure up
newer, more innovative
means of ensuring that
the guest becomes a
customer for life. momentohs®
Guest Experience Monitor
(GEM) is designed to
address the unique challenges
of enhancing the guest
experience for resident
guests and frequent
customers at the hotel's
F&B, Sports Centre,
SPA or other amenities.
This is a specialised
Business to Consumer
Customer Relationship
Management tool with
a centralised guest
database to simplify
customer recognition
for direct marketing
activities. momentohs®
GEM is a strong support
tool to deploy in situations
where loyalty management
is crucial to the success
of a business.
Making
the guest look good
and feel good is the
recipe for success in
hospitality today. Understanding
guest preferences, behaviour
and spending patterns
enables the management
to design marketing
campaigns and loyalty
programmes that deliver
the vital personal touch.
Incorporating
Sales Force Automation
(SFA), the sales team
is empowered with on-demand
access to complete guest
information while management
can track all sales
activities, sales performance
and guest service and
revenue maximisation.
This module is convenient
for Group/Chain hotels
for managing loyalty
programmes and reservations
centrally and across
the enterprise. Moreover,
instant access to guest
profile and preferences
offers guests a home-away-from-home
feel. The ability to
deliver consistent quality
of service is a valuable
differentiator that
promotes loyalty.
momentohs®
GEM is a support tool
for improving guest
satisfaction ratings
in service quality and
operational efficiency,
streamlining operations
and lower operating
costs. It provides automatic
alerts to managers on
mobile (optional) or
e-mail when attention
is required, enables
special preferences
of important guests
to be addressed and
analyzes various aspects
of service delivery.
The embedded Work Order
tracking with the ability
to integrate to Inventory
allows setting of service
levels and monitoring
of productivity.
For
further convenience,
this module can be installed
as a fully integrated
momentohs® solution
or as an independent
module. In an integrated
environment, the guest
data from all modules
are synchronised and
consolidated into a
single GEM database.
- Seamless Integration
with Front office
& Housekeeping,
Event Management,
POS, SPA, Call Accounting
- Integration with
Microsoft CRM
- Guest/Group/Corporate/Property
Profile Management
- Guest Reservation
and History information
of stay
- Rate Analysis and
Facilities
- Guest Feedback &
Complaints
- User defined Interactive
Dashboards and Scorecards
- Email and SMS alerts
- Data sharing with
security privileges
- Drilldown details
on the history for
Guests
- Rate Statistics
based on seasons
- Membership Management
- Communication Management
- Task Management
& Event Calendar
- Campaign process
- Customer surveys
- Greetings &
Flyers to customer/agents
- Mass marketing
- Target Tracking
Management
- Third party partnerships
- Responses from mass
marketing & targeted
marketing
- Leads and opportunity
tracking
- Group sales and
pipeline tracking
- Follow-up and escalation
process
- Complaints Analysis
and Actions
- Maintenance Requests
- Feedback Analysis
- Opportunity tracking
process
- Event & promotion
tracking system
- Loyalty scheme
definition, transaction
and redemption
- Tier upgrades &
downgrades
- Reward & redemption
tracking
- Frequent updates
on events & promotions
- Vouchers & shopping
facilities
- Greetings, promotions,
discounts and gift
cards
- Guest/customer privilege
programme
- Dashboards &
Analytical Reports
- Guest/Corporate/Agent
Profile Reports
- Property wise rate
analysis report
- Product catalogue
- Guest/Corporate/Agent
Transaction Report
- Guest/Corporate/Agent
Membership Info Report
- Guest/Corporate/Agent
Statements of Account
Report
- Organisation flash
reports
- Yearly transaction
summary graph
- Category-wise transaction
report
- Customer Complaint/Request
Report
- Calendar activities
report.
- Multi level security
management
- Creation of Users
and User Groups
- Granting of access
rights to User Groups
at the function level
Web
Based, Email Integration,
Guest Feedback, Incident
Tracking, Response Management,
Improvement Analysis,
Relationship Marketing,
Loyalty Management,
Task Management, Multiple
Department integration,
Multiple Property Integration,
Single View of Customer,
Merging of Direct Mail
& Guest Mail, Support
for fax and e-mail Communications
and PMS Interface.
