This project aims to streamline and automate critical guest communication processes between GAIA and BV Go, focusing on real-time updates for room readiness and guest check-out status.
Problem
Staff behavior: By including the staff member's name in the room readiness notification (e.g., “Krisna has cleaned your room; we are ready to welcome you”), staff will be motivated to ensure cleaning is done to the highest standard.
Guest behavior: Guests will no longer need to repeatedly ask about room readiness; instead, we’ll proactively notify them when their room is ready. This also improves their experience by allowing them to arrive as soon as the room is available, even if it’s earlier than the expected time.
Solution
Room Ready Notification Automation: When "room is ready" is marked in GAIA, the system will automatically notify the guest, including the name of the staff member who confirmed room readiness. This provides guests with timely and personalized updates about their room availability.
Check-out Status Automation: Once the scheduled check-out time has passed, GAIA will automatically update the guest journey in BV Go to reflect the guest's checked-out status. Additionally, if a guest notifies that they have checked out, the system will send reminders to staff to inspect for breakage and initiate cleaning promptly.
Measurement metrics
Stickiness with BV Go for Guest Management: Track the frequency of onsite staff engagement with BV Go for guest management tasks, particularly for marking room readiness and updating check-out statuses.
Accurate Check-out Updates: Ensure timely updates on check-out status and breakage detection, with the goal of recording all breakages on the same day as guest check-out (D-Day).
Communication Accuracy: Measure the reduction in miscommunications between property owners and staff, facilitated by the auto-translation feature.
SLA
Increased Staff Engagement (Stickiness): Onsite staff should consistently engage with BV Go for guest management tasks, aiming for an increased level of "stickiness" in daily operations.
Incentive for Room Readiness Marking: Staff who mark the room as ready will be incentivized through the HK gamification system, with the possibility of their names being recognized in guest reviews. Authority to approve additional rewards resides with the president of operations.
Same-Day Breakage Detection (Check-out Accuracy): Ensure that 100% of guest check-out statuses include the detection and reporting of any breakages on the day of check-out (D-Day), preventing delays in identifying post-check-out issues.
Description
This project aims to streamline and automate critical guest communication processes between GAIA and BV Go, focusing on real-time updates for room readiness and guest check-out status.
Problem
Solution
Measurement metrics
SLA