10. Reporting and Data analysis
1. Automated Task Management
TRITON guest service system (GSS) handles all types of guest requests or complaints that have to be attended to by departments such as Housekeeping, Reception, Concierge, and Engineering.
TRITON GSS' task management process involves six steps as outlined in the following diagram.
The TRITON Process 
Step 1 - Call Registration
Any member of the hotel staff can enter a job on behalf of a guest or staff member through any TRITON-connected device, including BlackBerry devices and iPhones.
Step 2 - Job Allocation
TRITON allows each department to set up its rules for job allocations. Mostly, these rules are a combination of skills and area assignments. For example, if housekeeping has two attendants assigned to the tenth floor, TRITON will automatically assign the job to one of these two attendants. If both are currently on other jobs, TRITON will automatically assign the new job to the one that is expected to become free earlier.
Step 3 - Job Order Dispatch
TRITON sends the selected staff member a job assignment message on the member’s phone (mobile, pager, BlackBerry, iPhone, DECT, etc). The job assignment message can be customized to include specific details of the job and the guest that has requested the job in their preferred language.
Step 4 - Job Execution
The staff member goes to the guest room and completes the request or resolves the complaint.
Step 5 - Job Update
If the staff member has completed the job, he or she closes the job in TRITON using either a telephone to dial into TRITON or by sending a reply message from his mobile phone, DECT phone, or IP Phone. If the staff member has not been able to complete the job—for example, if there is a “do not disturb” DND note on the room—the staff member can park the job for a defined period of time. “Parking” puts the job on hold for the set time period and then restarts the job from Step 2 onwards. Supervisors can also reassign the job and extend the time from their BlackBerry or iPhone.
Step 6 - Guest Audit
After a guest request is completed, a hotel staff member can call the guest and confirm that the guest is satisfied. TRITON can facilitate this even better by creating an automatic job for the staff to ask the guest a set of predefined questions and score the answers on a guest audit form in TRITON. Guest audit data can be analyzed through TRITON Reports.
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2. Escalation System
Each job definition in TRITON GSS requires the hotel to set the “maximum resolve time” for that job. If a job is not closed within this time and no other action is taken (such as parking or extending the job's allotted time), an escalation process is triggered to inform other staff about the delay. As part of its definition, each job is linked to a specific escalation tree.
Escalation trees are a set of fixed or dynamically selected persons to whom a message has to be sent when a job is delayed. Trees are usually multilevel, i.e., a message goes to level 1 first, and if the job status does not change, then after a set time gap, a second message is sent to people at level 2 of the tree, and so on. Usually, three to four levels are defined in any tree. For some escalation trees, personnel are dynamically chosen. For example, the escalation for a Housekeeping job can be sent to the Housekeeping Supervisor assigned (at that time) to the specific section where the job originated.
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3. Customized Alerts
TRITON can automatically inform users when events meeting preset conditions take place. For example, a Guest Services Manager can set an alert to be informed on his or her mobile phone whenever a guest staying in a suite complains about the air conditioning.
Customized alerts can be set using a combination of criteria related to a job. These include the event (registration, close, park, escalate, etc.), job category, job description, location, assigned staff, VIP level of the guest, and call priority.
Enterprise Alerts
In addition to “Customized Alerts,” system administrators can also create “Enterprise Alerts”. These are similar but cannot be modified by individual users. Hence, if the hotel management desires that specific alerts be permanently defined for specific staff members, they will set these using Enterprise Alerts. Users can set schedules for Customized Alerts and Enterprise Alerts so that they are delivered only during defined days/times. In the case of Enterprise Alerts, recipients can also be defined separately for different days or times.
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4. PMS Alerts
There are three types of Property Management System (PMS) events that can be used to trigger alerts through TRITON. These are Guest Check-In, Guest Check-Out, and Room Move. TRITON allows users to set alerts for any of these events when the profile of the guest involved in that event meets the predefined criteria. For example, a GM may set an alert to be informed about all VIP level-3 and above guests checking into the hotel. A PMS auto call can also be set up if a hotel wants every VIP level-2 guest to receive a bottle of wine soon after check-in. Alerts can also be set on specific guests through their guest ID numbers (in the PMS). Very soon a new set of features will allow to capture additional events like pre check-in and post check-out.
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5. Auto Triggered Jobs- User Defined
TRITON allows users to set up automatic registration of jobs on the basis of defined “trigger events”. Any action of the preceding event can act as a trigger to initiate the next job. For example at the time of check out when the reception registers a call for ‘baggage to be brought down’, concurrent jobs will open up for the cashier to prepare the final bill, F&B to check mini-bar consumption and Housekeeping to prepare the room for the next check-in. br />
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6. Auto- Triggered Jobs- Profile Defined
TRITON GSS will automatically create two types of jobs using the data available in the guest's profile in the TRITON central guest database (optional module available with TRITON version 3.0).
Advance Preparation:Advance requests or known preferences of guests for such things as extra pillows, special soaps, specific kinds of electrical adaptors, and the like are converted into a set of job orders for different departments. These job orders are then created and assigned through the automated task management process of TRITON GSS.
Check-in Event:Known preferences for a welcome drink or other amenities to be delivered post-arrival are automatically converted into job orders immediately upon check-in.
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7. Call Recurrence
Users now can create recurring jobs thus doing away with the need to manually remember and assign jobs that are to be done every day, week or month. For example if a guest requires the ‘Financial Times’ newspaper to be delivered during his entire stay at 0900 hrs then a job schedule can be defined in TRITON GSS for the reception to deliver the newspaper at 0900hrs everyday. The schedule will automatically terminate when the guest checks-out. Top of Page
8. Guest Comment Management
The Guest Comment Management module in TRITON allows hotels to track and respond to comments made by guests. It allows hotels to capture guest feedback, assign responsibility for investigation (if required) to a particular department, track the investigation, and eventually ensure that a timely response is sent back to the guest along with any compensation, if deemed necessary by the hotel management team. The system allows users to track active complaints.
In TRITON version 3.0, the guest comments and resolution history will be integrated with the guest profile in the TRITON central guest database.
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9. Guest Profile Management
The TRITON application synchronizes seamlessly with the TRITON central guest database of the group. This allows users at any property, with the appropriate user rights, to add, view, or edit profiles from their PCs. This feature would be available in TRITON version 3.0.
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10. Reporting and Data Analysis
TRITON includes a powerful reporting module with a number of predefined reports that allow managers to identify service issues and resolve them in a timely way. The reporting module allows users to create their own reports. It also lets users set up schedules for reports to be sent via e-mail to them automatically.
The reporting module allows hotels to analyze performance on a daily, weekly, or monthly basis. For example, the operations team in a hotel may require specific reports for its morning meeting every day. These would usually be reports that relate to service failures in the past 24 hours.
On a weekly or fortnightly basis, the team may look at reports that show the top complaints and requests, average guest satisfaction ratings, repeat complaints by location, and other trend analysis that help track service and maintenance quality in the hotel.
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