YOU FIND MULTIPLE COMPLICATIONS IN YOUR DAILY HOTEL OPERATIONS. THANKFULLY THERE S ONE SOLUTION.

Transcription

1 YOU FIND MULTIPLE COMPLICATIONS IN YOUR DAILY HOTEL OPERATIONS. THANKFULLY THERE S ONE SOLUTION. NEW YORK LONDON NEW DELHI SINGAPORE

2 CORINTHIA HOTEL LONDON A KNOW CROSS CASE STUDY SEPTEMBER 2016 INTERVIEWS: MIRKO CATTINI HOTEL MANAGER JEAN-LOUIS FRESTA DIRECTOR OF ROOMS JOCHEM MIEJERINK FRONT OFFICE MANAGER Thomas M. Fischer General Manager

3 CORINTHIA HOTEL LONDON The iconic Corinthia Hotel London is the flagship property of the luxury group Corinthia Hotels International. Situated in the heart of London, on the site formally occupied by the Metropole and moments away from the River Thames and Trafalgar Square, this grand Victorian building, dating back to 1885 is one of the jewels in the global crown of hospitality. Laden with history, the Corinthia, which opened in 2011, redefines the highest levels of luxury based on the core values of the brand precision, understanding, passion and authenticity, at every level of the hotel's operations. With seven penthouse suites and 287 rooms, the hotel is particularly popular with studio movie junkets and touring music stars. Jean-Loius Fresta, Director of Rooms says, We have lots of visiting celebrities, movie stars In order to achieve the very high standards of quality Corinthia sets for itself, Corinthia uses a number of Mr. Cattini Hotel Manager Knowcross modues KNOW Glitch, KNOW Service, KNOW Mobile, KNOW Housekeeping, KNOW Inspection. Mirko Cattini, Hotel Manager says, I would find it very difficult if I didn't use Knowcross. If everything was still manual it would be a very daunting process. and music stars, as well as people from all over the world. Our guests are very demanding, and rightly so. Our aim is to be the best hotel in London; our guests expect a lot from us. KNOW Housekeeping Task sheet crea on Discrepancy repor ng 90 mins per day 2 mins per day 45 mins per day 2 mins per day Managing room cleaning sequence Maintenance order repor ng 120 mins per supervisor 15 mins per supervisor 45 mins per a endant a few seconds per a endant If 1 hour = 10 The difference 4.68 hours (per day) 4.68 hours x 365 days = 17,094 per annum With KNOW Housekeeping we save 17,094 per annum As Hotel Manager, Mr. Cattini is particularly interested in reports and data, which the Knowcross modules produce and not just daily resolution of issues and improvements in service. He uses the data to analyse performance and improvement as well as to identify training needs. The Corinthia utilises KNOW Inspection particularly well, something Mr. Cattini leads personally within the hotel to improve standards beyond normal levels of expectations. He says, This is something I am particularly passionate about. The main difference is that now we have proven data, whereas before it was just a feeling. Thanks to the proven facts, we know exactly what we need to focus on. So, why does a hotel renowned for beating global standards of quality and

4 service use Knowcross' systems? How does Knowcross assist Corinthia in this? Mr. Fresta says, It is important to retain the information we gather during their stay. Guest profiling is essential in a five star deluxe hotel. This information includes desired room set up, F&B likes and dislikes, additional guest requests and little details that are important in delighting guests. With the easy recording and dissemination of information to our staff Knowcross allows us to be efficient and anticipate the guest's needs This technology helps us to deliver great service. For Mr. Fresta, the data too is important beyond the daily benefits. We can look at the past, at what we have achieved and also look at the future. The data can identify trends that help commercially. Mr. Fresta says, When it's budget time, we now have data to help us write our budget, which we can use to forecast what we will need, the equipment to buy, or investing in payroll. Jean-Louis Fresta Director of Rooms The idea is to not just answer guest's questions but to exceed their expectations and anticipate their needs. One Knowcross product Corinthia did not initially use is the housekeeping module. However, due to the benefits delivered by other Knowcross modules, Corinthia London has now also introduced KNOW Housekeeping. Mr. Fresta says, There are improvements to be made. As it [Knowcross] has been successful in other parts of the hotel we think the additional investment into KNOW Housekeeping will take us to the next level and complete our data analysis for the hotel. Mr. Fresta is particularly looking forward to efficiencies and better streamlining of communications between attendants, supervisors and front office. Front Office Manager, Jochem Meijerink feels the Corinthia is a little different in its desire to be the best. He says, whatever we do here we have to show our guests and our colleagues that we are doing everything in the best way possible. For us here at Corinthia, it is not an option to score 90% or 95%, it needs to be 100% perfect. Knowcross helps us a lot in communicating with other departments, in order to make sure we are consistent throughout the day, throughout the week. Mr. Meijerink says, One of the modules from Knowcross, which is fantastic is KNOW Inspection, which I have on my iphone with all the check lists. He uses this to simulate professional audit visits

5 in real time to test his teams' ability to meet the required standards. By doing this on a daily basis, for my team it does not matter anymore if they are checking in a normal guest or someone doing an audit, because we deliver consistency all the time. Once a check-in is complete, I just press submit and within a minute I receive an with a soft copy of a real quality audit. This is a great way to go back to the team and show them where we can improve and of course what they did perfectly. Mr. Meijerink also uses KNOW Service to deal with customer requests and anticipate needs. He recalls a recent event in which a family was checking in but his staff noted their reservation was only for two adults. Corinthia has a special room set up for children including special amenities and of course extra beds. While they were being checked in, another staff member notified housekeeping via KNOW Service to change the room set up for a family. By the time the guests reached their room, the room was correctly set up, which was great. This makes that vital difference between a hotel like Corinthia and any other hotel. Front office and reception deals with a vast range of guest interactions and so Mr. Meijerink also uses KNOW Glitch to ensure that guest's issues are resolved in a timely and satisfactory manner; but he notes that it is also important to record the glitch to ensure it doesn't happen again. In another case a guest complained about traffic noise in their room. The glitch was resolved and recorded and now when that guest stays he's always allocated a room overlooking their quiet courtyard. The guest has since become a very loyal visitor. For Mr. Meijerink, taken together, Knowcross modules are greater than the sum of their parts. He says, The several modules of Knowcross definitely help us establish a better relationship with our

6 guests, as they now notice that we know and remember their preferences. I would definitely say Knowcross is a very important tool for us in maintaining and establishing relationships with our guests. And guests who might have had a glitch on their first stay are now some of our most regular guests. The Corinthia is working closely with Knowcross to develop the best system for its needs and it continues to reap the benefits of the same. Mr. Cattini, the Hotel Manager says, Now that I am working closely with the Knowcross applications, I strongly believe in them. If used diligently the integrated solution is very powerful; one that I would feel quite weak without. I would definitely The Knowcross system is a fantastic tool to streamline the efficiency of our operation. This has a positive effect on the quality of our guest service as in most situations we are able to be more proactive in our approach Thomas M. Fischer General Manager and thus achieve increased guest satisfaction. We are also able to explore guest feedback quicker and in more detail and resolve issues more effectively. T h e s u p p o r t f r o m K n o w c r o s s s i n c e implementation of the system has been quick and efficient, communication is attended to immediately, suggestions are considered and system updates are regularly implemented which improves and facilitates our use of this sophisticated property management tool. recommend Knowcross. It is a solid platform if you want to take a strategic approach into solving your challenges, maximizing efficiency and understanding what goes right and what goes wrong in your hotel.

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