Thailand - Singapore - Malaysia

Who we are

• Software Vendor specialised in hotel operations

• Registered office in Bangkok, in Singapore, and in Kuching

• Our software is recognised as a productivity tool in Singapore by

o Singapore Tourism Board (STB) under the Business Improvement Fund scheme

o Employment and Employability Institute (e2i) under the Inclusive Growth Program

Handling guest complaints - Traditional way

Handling guest complaints - What we do

• Our software is available online and via mobile apps i.e. send and receive push notifications whenever a problem happens

• Our software auto-generates and emails a daily summary report to department heads, and provides trend graphs for analysis e.g. room in hotel that guests most frequently asked to move out from

• Our software can officially interface with leading hotel property management system (PMS) i.e. OPERA PMS v5 from Oracle

Case study - Why we do it

• A 4-Star branded resort in Indonesia has been using our software since October 2016.

• Hotel uses an online guest satisfaction survey questionnaire (sent via email) to track guest satisfaction after their stay.

• Noted a dramatic increase in guest satisfaction from the survey results in period Nov and Dec 2016.

• Improving reputation of the hotel, the brand, and the region as a great touristic destination - one step at a time

Time Savings - Example 1

• Time taken to inform and follow up on incidents

Time Savings - Example 1

• Time taken to inform and follow up on incidents

BeforeDMs have to call to inform each relevant department

separately and log the incident in the DM log manually = 20 minutes per incident

AfterDMs can enter the incident log on their mobile phones

while on the go. Push notifications are automatically sent out to all relevant parties = 5 minutes per incident

Time Savings - Example 2

• Time taken to prepare Duty Managers Log for Morning Briefings

Time Savings - Example 2

• Time taken to prepare Duty Managers Log for Morning Briefings

BeforeManually typed on an Excel Sheet/ Word Document. DMs

have to find time to be at a desk to do this = 2 hours per day

AfterDaily summary of incidents automatically formatted and

emailed to all Department Heads every morning= 30 minutes per day

Time Savings - Example 3

• Time taken to meet guests with complaints upon check-out

Time Savings - Example 3

• Time taken to meet guests with complaints upon check-out

BeforePrint off next day’s guest departures from Hotel PMS,

manually sort for guests who logged a complaint= 2 hours per day

AfterRefer to the inbuilt See Off Guest list for yesterday, today,

tomorrow, or missed lists= 5 minutes per day

Time Savings - Example 4

• Time taken to roaster based on guest arrivals/ departure patterns

Time Savings - Example 4

• Time taken to roaster based on guest arrivals/ departure patterns

BeforePrint off expected arrival times from Hotel PMS, sort

manually by hours, then plot graphically= 2 hours per day

AfterRefer to the inbuilt trend of Guest Arrivals vs Departures

based on times of day= 5 minutes per day

XENIA (Thailand) Co., Ltd

+66 (0)8 1894 9328

thailand.info@x3nia.com

72-74 Pramot 2, Silom Road

Suriyawong, Bangrak,

Bangkok 10500 Thailand