From anywhere on property, associates can accept and respond to requests, as well as create and submit job requests at the point of service, without the need to return to the service counters or desks to do so. This results in a faster response time, benefiting the guests. The FCS Connect task management system ensures a smoother integration of front- and back-of-house operations by routing guests’ requests to the relevant department to activate the service process. Staff can send text messages to communicate with colleagues.

Guests themselves can get in on the act, as well. With Avaya’s communications technology, guests no longer need to speak to service staff to organize luggage pick-up or valet service. By pressing the appropriate phone buttons to initiate the selected service, guests can leverage the hotel’s integrated task management system. This “push for service” capability shortens response time and automatically processes requests.

Just as importantly from a management point of view, the hotel can track the purpose of the calls so that staff can be more efficient in responding to guests’ request. Liam Hallinan, the hotel’s information technology manager, reviews an accounting of task reports each week, looking for trends. “We can track those tasks, and we can find patterns to greater support the guests,” Hallinan says. “Ironing boards, for example—we thought we had enough of them, but increasingly, we are finding people requesting them. The minute I saw that in the report, I went out and bought more ironing boards to restock the floors.”