Ashoka Gunarathna
Director of housekeeping, Rotana Hotels and Resorts
Ashoka Gunarathna heads up the housekeeping team at Yas Island Rotana & Centro Yas Island, and shares his experience of working with the FCS e-Connect system. Gunarathna says that he is happy with the system, but highlights the only flaw his team has encountered to date, which is down to wireless coverage.
“With e-Connect, guest requests are now quickly communicated to by the housekeeping staff and the information gets to the right person. We are also able to analyse the guests’ requests over a week/ month/ quarter to find out the most frequent requests and the response time.
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“FCS e-Connect is an easy system to adapt to, and was well planned and executed by the team. It simplifies the workflow for all members of the housekeeping team; however, the only problem we have had so far is that sometimes the message doesn’t arrive to the IP phone and it times out because of the wireless coverage in the hotel.”
Nadim El Zyr
Executive assistant manager, Rotana Hotels and Resorts
El Zyr believes that the newly implemented system has achieved the desired performance level and shares his expectations from e-Connect.
“We wanted a computerised system that would facilitate communication between the guest service centre and relevant departments at the hotel. We also wanted to establish service records that can show us patterns/trends in guest requests — what do they want, when do they want it and how quickly are their requests attended to. The newly implemented e-Connect system makes that possible.
“Now with the new system in place and integration of all the relevant departments within the hotel, we can track and use the data to make important decisions. Also, we expect that guest requests will be attended to quicker than previously and that our guest satisfaction scores will increase.”
Eric Rogers
Regional head EMEA, FCS Computer Systems
“The main objective of implementing the new system was to guarantee quality of service to the hotel guests by benchmarking and setting standards for all guest requests. It is a fully scalable system, starting at under 100 rooms, and it has installations covering several thousand rooms. It started with a basic concept and design, and was then customised to suit the individual hotel’s needs,” Rogers says.
“We can cover billing, voicemail, housekeeping, job dispatch, engineering, concierge, and content on the guest’s smartphone.
So a housekeeper seeing a leaky tap can take a picture on her mHousekeeping device and send it automatically to the engineer’s handheld device via mConnect — reducing the time to complete the task significantly. Hence, using the FCS solution means you benefit from a seamless and high level of integration, that goes way beyond just interface.”
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