The Leela Kempinski, Mumbai has been upgraded to TRITON 2.3 creating a culture of rapid guest response and zero fault maintenance standards in the hotel.
Being a forward driven company the hotel synergizes the rich cultural heritage of India along with contemporary brilliance and state of the art technology and facilities to take the overall guest experience in the hotel to reverential heights. As testament to this they have embraced TRITON, registering over 300 calls a day from guests as well as maintenance requests. TRITON has helped increase service levels and ensures they remain high even when the hotel is running at 100% occupancy.
TRITON's powerful Call Registration screen empowers guest services and hotel employees with the ease to deal with guest calls, ensure hotel standards and phraseology is maintained, enter service requests and log incidents. It also puts all of the guest information at their fingertips so that they can personalize the interaction with each guest including VIP status, special preferences, previous requests and pending incidents. In parallel, the system alerts the right managers when calls are from VIPs or other important guests.
'As a GM, I love getting messages from TRITON that tell me which VIP guests have checked in and what requests or complaints they've made. I have also set up alerts to be informed about specific maintenance issues that I like to track,' say Jeffrey Sussman, General Manager of the hotel.
Whether a service order is created via telephone, wireless device or at the computer, TRITON's unique job allocation system instantly notifies the right person or team for the job. Flexible options for automatic dispatching include next available staff among others. All dispatching is automated so that Communication Centre agents can focus on the next guest call rather than worrying about who to contact for the next job.
The Leela Kempinski, Mumbai has also pioneered the use of TRITON for managing their fleet of cars and coordinating their airport pick ups and drops. The possibilities for innovation are endless with TRITON and the tools it gives hoteliers.
About TRITON
Service, personalization, recognition, efficiency, and zero maintenance problems are the real drivers of revenue and customer loyalty. TRITON, a product of Knowcross, has been developed to address the needs of hotel managers who strive to excel on these parameters. TRITON enables them to create the equivalent of a six-sigma process for service delivery and guest satisfaction.
About Knowcross
Knowcross was founded in 2002 with the objective of developing next-generation technology solutions for the hospitality industry. TRITON, its first product suite, is deployed at leading hotels belonging to Hyatt, Intercontinental, Sheraton, Oberoi, Hilton and other internationally renowned brands in Asia, Middle-East and the Americas. Knowcross is a preferred provider to 'Leading Hotels of the World, Ltd.' and a member of 'Leading Service Provider Network'.
About The Leela Kempinski, Mumbai
The Leela Kempinski Mumbai is an 11 acre oasis of tranquillity nestled amidst the hustle and bustle of the nation's financial capital. Amble through the landscaped gardens, the murmuring waterfalls and the becalming lotus ponds and you'll find it hard to believe that you're a short drive away from the international and domestic airports.
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