Grand Hyatt Muscat systematizes operations with TRITON

Sept. 4, 2009 - PRLog -- Muscat, Sultanate of Oman - Knowcross Solutions have announced today that Grand Hyatt Muscat has installed its leading guest service management system TRITON version 2.5.2, which has been empowered with new features and an improved database design.

The Grand Hyatt Muscat Hotel is located on the sandy beach of Shatti Al Qurm, overlooking the azure waters of the Gulf of Oman. The hotel boasts 280 guest rooms and suites and is right in the heart of the diplomatic and government district of Muscat in the Sultanate of Oman. The hotel is one of the most opulent hotels in Muscat, with extensive leisure facilities and excellent service standards. Grand Hyatt Muscat has also been awarded with the Business Traveler Middle East Award 2009 for 'Best Business Hotel in Muscat'.

TRITON provides staff at Grand Hyatt Muscat with a reliable and convenient way to handle guest requests, complaints and back-of-house related jobs. Installed at respective control desks the system is being used by key departments including Housekeeping, Laundry, Engineering, Concierge, Front Office, Security and Room Service, Kitchen, Grand Club. The HODs who receive the TRITON Alerts on their personal mobile phones, constantly monitor the 104 hotel staff members using TRITON.

Automatic Job Assignments for speedy service and complete accountability
TRITON has been designed to automate job allocation and escalations intelligently. The system maintains a log of all the hotel employees along with their skill sets and the current jobs assigned to them. As soon as a job request is logged into TRITON, a text messages is dispatched to the most appropriate hotel employee to execute the task. The text message includes information such as the guest name, guest room, VIP level and the job details. TRITON allocates a maximum resolution time for every assigned task in order to ensure it's completion within the standard resolution time. If the job is not completed on time, an escalation alert is automatically sent to the department's supervisor on his or her mobile phone, so that the job is attended to without any further delays.

Additionally, TRITON allows the supervisors to manually override job assignments to staff, enabling them with better control over daily departmental operations. A job can be re-opened, re-assigned and parked depending upon the need.

Enterprise Customized and PMS Alerts for seamless operations
TRITON has a sophisticated Alert System module which can send instant alerts based on triggers that are hotel defined events. For instance, when a plumbing job is closed by the engineering department, housekeeping gets an alert to check if the job has been done to the guest's satisfaction as well as an alert to clean the bathroom. In another example, when a complaint call is closed, an alert goes out instantly to the DOR on his mobile phone. The DOR now can check personally with the guest if he/she is satisfied or if anything else can be done. The auto messages save precious time by obviating delays in obtaining guest's immediate feedback, which greatly helps in retention of patronage.

Now the General Manager, DOR, RDM, FOM, Exec Housekeeper all receive instant information on VIP guests, check-ins and check-outs for specified guests, and room-moves. In parallel, the system alerts the appropriate managers when service requests originate from rooms of VIPs or other important guests. This helps in making themselves available to 'Meet and Greet' the guests and monitor the hotel services to the guests on close quarters.

TRITON is also configured to disseminate important information in an unfortunate event of a fire emergency. The operator can inform the designated team of the situation with a single click of a button, and the team can put the counter into action immediately. This otherwise would have been done by making phone calls to the designated members. With TRITON the hotel can not only save precious time in such situations but also minimize the extent of damage.

The hotel has found an innovative use of TRITON's Call Recurrence feature. Besides using it for daily/weekly recurring jobs like shampooing the carpet, delivering tea to a guest everyday at 7am, etc. the hotel uses it to schedule their daily and weekly meetings. This helps them gather in time and stay on their respective schedules.

Christoph K. Franzen, General Manager at Grand Hyatt Muscat, comments: "Improving and enhancing the guest experience is the number one priority for hoteliers. By installing a service delivery quality management system such as TRITON, we are able to achieve even better communication and follow-up, not only between the guests and front line staff, but also the interaction between the different departments is much more efficient. We are always looking for improving and enhancing our service and TRITON is one of the management systems through which we can accomplish this."

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About Knowcross Solutions
Founded in 2002, Knowcross Solutions develops cutting edge mobility and workflow products for the hospitality industry. Knowcross is a Microsoft Gold Certified Partner, BlackBerry ISV Partner and Sun Java Partner. Through its active participation and leadership roles in HTNG (Hotel Technology Next Generation), Knowcross is helping to define standards for the next generation of hospitality technology solutions.

TRITON, a product of Knowcross, is designed to address the needs of hotel managers who strive to enhance their guest's experience with continuous improvement in hotel services, operations, and delivery standards. TRITON is deployed at leading hotels belonging to Hyatt, Swissotel, Oberoi, Kempinski, Sofitel, Marriott, Shangri-La and other internationally renowned brands in Asia, Europe, Australia, Middle-East and the Americas.