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The Power Of Integration: Delivering Stellar Business Performance

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. With the sharing of customer information and knowledge management, service staff is empowered to improve guest services. Key Performance Index (KPI) measurement is easily defined and reward schemes could be defined for staff in meeting or exceeding the KPIs.

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.

momentohs® Guest Experience Monitor GEM

Work Flow Process

  • 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

Marketing Management

  • Campaign process
  • Customer surveys
  • Greetings & Flyers to customer/agents
  • Mass marketing
  • Target Tracking Management
  • Third party partnerships
  • Responses from mass marketing & targeted marketing

Sales Automation

  • Leads and opportunity tracking
  • Group sales and pipeline tracking
  • Follow-up and escalation process

Incident Management

  • Complaints Analysis and Actions
  • Maintenance Requests
  • Feedback Analysis
  • Opportunity tracking process
  • Event & promotion tracking system

Loyalty Programme Management

  • 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

Reports

  • 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.

Administration & Security

  • Multi level security management
  • Creation of Users and User Groups
  • Granting of access rights to User Groups at the function level

Functions

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.

 

 
For five to seven star chain properties, it encompasses the entire spectrum of a hotel’s operations at property level and Head Office central MIS.
For medium size properties from 50-250 rooms, which require reduced functionality at a lower price and yet manage its operations efficiently.
For small to medium size resort or city boutique hotels with less than 50 room, it provides better features than off the shelf software at a competitive price and yet scale up to sprint when required.
For fine dining and table service restaurants, it is a fully integrated solution with POS, Financial, Cost control and Guest Experience.
 
 
 
 
 
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