A Guest Request Management solution designed specifically for the Hospitality Industry

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FCS e-Connect is an automated guest request dispatch system that enables hoteliers to offer guests a one-touch hassle-free service request facility. Guests only need to touch ONE button on their room phone to make any type of service request. e-Connect is a Web-based solution, so the location of the hotel’s call center and its agents is no longer an issue. Each call is delivered immediately to the next available call center agent, where requests are created and can be tracked until completion. e-Connect enables the ultimate in guest satisfaction through efficient services, and also serves as a work order management system for hotel staff across all departments.

Customer service is an art. And now it’s a science, too.

e-Connect is a powerful guest request tool that:

• Enhances the guest request fulfilment system.
• Delivers precise statistics on staff performance.
• Collects intelligence on request patterns.
• Helps the hotel to anticipate service demands, whether from individual guests, or from the entire guest population.

Service that’s better, faster, more efficient

The guest has checked in. They need something - a bottle of wine, some towels, an iron, a minor plumbing fix. They call your service desk, make their request, and then - what? Odds are, what comes next involves relayed messages, requests scribbled on pieces of paper, and no way for you to tell whether the request was fulfilled, or how quickly.

Your service professionals + e-Connect = A memorable combination

With e-Connect, it’s an unbroken chain from start to finish

• Room service.
• Housekeeping amenities.
• Luggage collection.
• Shoeshine.
• Minor engineering work orders.
• Anything else the guest requires.

Putting your service statistics to work

Providing standard-setting service is just the first part. With e-Connect’s powerful reporting engine, you can see and track:

• Types of service request.
• Specific details of service requests.
• Timing of requests.
• Speed of completion.
• Unfulfilled or dissatisfactory requests.
• Performance by individual staff members.

With this information at the fingertips, one will:

• Monitor staff performance.
• Spot weaknesses in the service infrastructure.
• Measure the differences following improvements to the system.
• Spot patterns in numbers and types of request.
• Staff up/stock up for predictable surges in demand.
• Set the standards of performance for responses to common requests.
• Note regular requests made by frequent or VIP guests, and anticipate them.
• Populate other hotel properties in the chain with frequent/VIP guest preferences.

When you can measure your performance, you can analyze and improve it. If unforgettable, industryleading service is your goal, e-Connect is the tool that will take you there.

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