FCS Computer Systems helps Sheraton Towers, Singapore, to improve customer service

As a leading player in the hospitality industry, Sheraton Towers Singapore continues its pursuit towards service excellence and is constantly looking  at ways to improve customers’ satisfaction. One of the areas involves, managing guests’ requests efficiently, while minimising operational expenditure.

This is where FCS Computer Systems, a Planet One company stepped in to serve Sheraton Towers with technology to in turn serve their esteemed guests.

For example, guests in hotels typically have to pick up the phone to call housekeeping if they wanted their rooms cleaned and make another call to order room service. In Year 2001, the hotel explored possibility of enabling its guests to simply push one button for different services, regardless of what they needed.

After reviewing the hotel’s back-end infrastructure Sheraton Towers put together a system that included a new call centre application from FCS Computer Systems called FCS Connect.  Today, all phones in the guestrooms are equipped with this one-touch “Star Service” whereby guests’ queries  are attended to by employees stationed at the hotel’s communication centre. The employee then keys in the guest’s request, which is routed to other linked systems within the hotel for action. A room service order, for example, will be channeled to the Room Service Department.

The FCS Connect Application also features a short messaging service (SMS) facility that supports inter-departmental communications, thereby enabling more speedy response to the guests’ request.

When a guest checks in at Sheraton Towers, the front desk officer enters his details into the computer which immediately triggers the SMS alert, displaying the guest’s name and room number to a butler who is assigned to the floor where his room is located. Each butler carries a walkie-talkie that can receive these SMS messages. As the lift door opens, the butler is ready to receive the guest by name and show him to the room

The SMS facility from FCS Connect Application has since enabled shorter response time and allows for the front desk officers to spend quality time with the guest rather than worry about passing on guest information to the butler each time

After two years since its implementation, Mr. Steven Long, General Manager of Sheraton Towers Singapore could testify that the investment in IT has helped  the hotel to improve  its level of customer  satisfaction as well as employees’ satisfaction as they have emerged as higher valued workers with multiple skills.

Issued October 2003

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