Angel Presentation - Nuvola

Guest Service Operations Technology

1.415.992.3999

Angel® by Nuvola.It’s time to create seamless communication

between your guests and staff.

DirectMessaging

Access toHotel Directory

Provide RealTime Feedback

Check In andCheck Out

Guest Service Operations Technology mynuvola.com

Angel Guest App

Guest Survey

An App for them

Enhance guest experience by responding to real time feedback while a stay is still unfolding

Hotel Directory

Direct Messaging

Check-in & Check-out

Guests are in the know with access to information about facilities, hours of operation, promotions, and events.

Save your guests a phone call. Allow them to make requests in app, with

the click of a button.

Faster check in and check out saves guests time upon arrival and

departure.

mynuvola.comGuest Service Operations Technology

of hotels with strong guest experience technological integration are outperforming their competition.

Source: Rogers Group, Customer Service Maturity, 2015

Save guests a phone call by allowing them to make requests from the app.

Process DiagramBullet-Proof Service Delivery


FactGuest Request

Target Time

Service Delivered

Happy Customer

Ensure that hotel standards of service are met. Internally, define target times for staff to complete guest requests. Set escalation alerts to ensure all requests are handled on time.

All requests are completed on time. Phone calls, radios, or paper logs are updated with optimized service platform information.

Prompt delivery translates to an increase in guest loyalty, KPI’s, and ultimately hotel profitability.

81%


Guest Service FactsCustomer Service is the new Marketing

1 in 12 guest requests are handled below hotel standardsGuests feel poorly treated and failure to solve a Guest Complaint in timely manner - Source: Harrys Interactive, 2010

Guest Dissatisfaction Translates to Loss of Future BusinessAccording to Guests, hotel staff responds to service requests in timely manner only 50% of the time - Source: Harris Interactive

Faster Response Times Mean Happier Guests and an Increase in Customer LoyaltyGuests tell an average of 9 people about good experiences, and tell 16 people about poor experiences - Source: AmericanExpress Survey, 2011



9

16

0 10 People 20 People

Guest Survey ModuleReal Time Feedback



Customer serviceperformance is apowerful form ofmarketing.

BenefitsKeep track of KPI’s

Address frequent issues

Improve your Guest Recoveryresponse time

Survey ReportsData, Stats and More…



110 East Broward Blvd Suite 1700Fort Lauderdale, Florida 33301

1.415.992.3999

[email protected]

Guest Service Operations Technology

Thank You!

Angel Presentation - Nuvola

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