TRITON Revolutionizes Service at Mulia Senayan, Jakarta

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. October 14, 2008

NOVEMBER 3, 2006. Just two months after installing TRITON, Mulia Senayan is benefiting in the form of extremely high customer satisfaction and accountability. This is vital for a property of 996 rooms that has been voted 2005's Leading Hotel of Indonesia.

Triton, a product of Knowcross, was installed at the Mulia Senayan in August 2006. The system is configured to handle all guest calls at the communication centre as well as all maintenance and back of house jobs. The communication centre handles over 650 daily requests from guests. TRITON routes these calls through mobile phones and pagers to appropriate staff who handle these requests. In parallel, the system alerts the right managers when calls are from VIPs or other important guests.

'Triton is a great tool. It's like having an 'up-to-the-minute' log book of almost all service requests and every aspect of maintenance within the hotel operation. It helps us ensure instant service delivery as well as immediate awareness and rectification of the many problems that may occur in the functioning of a hotel of our size,' says Lionel P. Houliat, Resident Manager.

Mulia Senayan uses Triton's reporting features extensively. Triton provides Mulia Senayan's managers with powerful operational analysis capabilities. Every morning, the hotel's senior management team reviews key Triton reports to identify any major issues that might have occurred in the previous 24 hours. The team discusses how any problems will be prevented in the future and how to compensate any guests that may have inconvenienced. The reporting feature allows for a host of information to be harnessed and analyzed resulting in a streamlined process and heightened accountability. These reports can also be mailed directly to the manager at a specified time everyday. For example, the housekeeping department can, on a weekly basis, identify the top five job requests. This means that the Executive Housekeeper can ensure that the SOP's for the requests are improved and response times minimized.

'I am able to track my team and ensure effective performance from all with the help of Triton's personalized customized alerts. The ease of monitoring all jobs and the assigned staff is exceptional. Triton has greatly improved the housekeeping service to the guest and also increased runner productivity,' comments Sujiman, the hotel's General Housekeeper

The auto call feature has allowed Mulia Senayan to anticipate guest's needs. For example, when a Mulia Senayan guest calls the concierge desk for his bags to be brought down; front desk receives an alert for the bills to be made ready. This also reduces mini bar losses by alerting room service the moment a guest is about to check out. The guest no longer has to wait for bills to be made ready or for mini bar consumption to be accounted. Mulia Senayan's high standards of service are always maintained with the help of TRITON.

For unsurpassed hospitality with service excellence as its foremost priority, Hotel Mulia Senayan, Jakarta will continue to rely on Triton to create an exceptional hotel experience for every guest.