|  Conversation Assistance for Operators During Call Registration
Standard Operating Processes can be followed:
- The script can prompt the operator to seek relevant additional information from a guest.
- The script can provide the operator with a variety of information related to a guest request or complaint.
Guest History View During Call Registration
This allows operators to see the guests’ previous requests and complaints, and if required, he or she can then empathize with the guest i.e. if their other requests are pending and update the guests on the status respectively.
Automatic Staff Assignment to Actual “Doer” of the Task
This eliminates the dispatcher role played by desk supervisors and managers at key coordination points. TRITON follows a system wherein the actual staff who does the task must be identified leading to higher accountability and a complete audit trail for each job.
Workload Balancing
TRITON automatically distributes work among available staff members with similar skills and area allocations.
Note: The system prioritizes response time over workload. Therefore, even if one staff member has done more work than another, he or she may still be selected for a new job.
Instant Job Allocation Confirmation and Response Time Estimation
- Allows the operator to inform the guest of any expected delays (while the guest is on the phone).
- Allows the operator to see whom the call has been assigned to so that he or she may let the guest know the name of the staff member.
Automatic Handling when Staff not Available
Supervisors do not have to maintain a list of jobs to be done when staff members report for work; jobs are never “forgotten”.
Future Job Scheduling
Guest requests for services at a future time can now be automatically handled. Maintenance and back-of-house work can be scheduled by managers, leaving the system to action them on the set date.
Call Recurrence
Repeating Guest facing and back of the house jobs can now be preset on a defined frequency, making the manual assigning and tracking process obsolete.
Crisis Call Facility
This minimizes communication time to multiple people when there is an emergency.
Multilingual IVR
This allows the staff to register a job from any telephone; staff members can listen to the voice prompts in their native languages.
Multilevel, Multiperson Escalation
This ensures that all calls are attended to in a timely manner. This does not allow calls to be forgotten.
It also informs supervisors and managers, irrespective of whether they are at their desk. A multilevel escalation path ensures that one or more managers are always alerted. For example, if a club floor guest call is delayed, the system can alert the housekeeping supervisor as well as the club floor manager. If they do not respond, the system can then alert the duty manager.
Escalations Directly Dispatched to Mobile Devices
Managers do not need to stay in front of their PCs. If there’s a problem, they are informed on their mobile devices.
Five Unique Job Statuses
This allows users the flexibility to view all the jobs other than their Open and Close status.
- Park status allows users to place jobs on hold and have the system automatically reopen them after the set time.
- If no staff member is available for a job at the time of registration, it goes into the “Unassigned” status.
- When a qualified staff member becomes available, TRITON automatically assigns the job.
- Jobs assigned to specific staff members who are not currently on duty are in the “Staff Not Logged” status. TRITON automatically assigns these jobs to the assigned staff members after they report for work.
Job Time Extension
This allows staff members attending to jobs to extend the time and, therefore, postpone escalations. This helps avoid unnecessary escalations in situations in which staff members have already attended to the job.
Customized Job Alerts
Managers are instantly informed (on their mobile devices) when specific situations occur. For example, a club floor manager can be informed every time a complaint is registered from a club room. The engineering supervisor can set an alert to be informed when any air-conditioning-related complaints come in from the west wing.
Job Linked Auto Calls
Job sequences can be set up so that they are automatically followed. For example, when a plumbing job is closed, the system can be set up to automatically register a job to clean the room.
PMS Alerts and Auto Calls
This involves proactive staff attention to guests and streamlined operations. For example, the duty manager is alerted on the mobile phone when a VIP level-3 guest checks in. The duty manager is now able to place a call to the guest and personally welcome him or her to the hotel. Meanwhile, TRITON automatically registers and assigns a job for delivery of a bottle of Pinot Noir to the guest’s room. As a result, the guest feels welcomed and well looked after, setting him or her in a positive mood for the rest of the stay.
BMS Alerts and Auto Calls
Engineers are free to move out of the control room and not monitor the Building Management System (BMS) system screen 24/7. For example, if the air-conditioning temperature in the specialty restaurant rises or drops outside the defined range, TRITON will automatically alert the engineer on duty, or if required, TRITON will create a job order to service the related equipment.
FAS Alerts and Auto Calls
Saving precious time in an event of emergency, TRITON’s FAS interface can send instant notifications to the Fire Response team, concurrently alerting the Management and Staff. TRITON can also pick up a faulty fire sensor with its location and notify the engineer to rectify the fault.
Guest Audit
This allows live tracking of guest satisfaction levels. Unlike other feedback systems, TRITON can provide managers complete details of jobs that have low ratings, allowing them to rapidly diagnose underlying operational issues.
Experiential Guest History
This automatically views all or selected complaints and requests of returning guests and takes appropriate steps to personalize the guest experience.
Flexible Report Writer with Scheduling Feature - A large set of standard reports.
- Fully flexible “create your own reports”.
- Reports scheduled and sent via e-mail to the users.
- Hotels can also order customized reports at a nominal charge per report.
Minibar Posting from Telephones
This reduces minibar losses by streamlining the process of minibar consumption checks prior to check-outs.
TRITON Mobile for BlackBerry®
1. Call Registration: This has the same functionality as on a PC.
2. TRITON Console: This is for viewing and control of all the calls. 3. Room List: This shows room or guest information real time from the PMS.
4. Message and Alert Inbox.
5. Guest History: This shows all calls from any guest in TRITON’s history as well as guest information from the PMS.
6. Room History: This shows all calls from a particular room or location.
7. Minibar Posting: The staff can post consumption from an easy-to-use menu. TRITON automatically posts the entry to the guest folio in the PMS.
8. Room Status Posting: Housekeeping attendants and supervisors can change room status in the PMS.
Flexible Message Text and Formatting
TRITON allows users to create their own message formats and texts for every message type. Users can insert one or more of the standard data fields available for a message type in their message formats.
24/7 Support System
TRITON automatically sends performance updates to Knowcross’ support team every 15 minutes. This allows the Knowcross team to warn the hotel of any issues such as malfunctioning hardware, communications software, and interfaces and have them corrected before operations are affected.
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