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+919884019019
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srini@trust.co.in
2.6 (8 Ratings)
VASANTHAM Residency
4.9 (45 Ratings)
Artistry Suites
Statistics with all travel portals suggests that Room Service & Support Staff Attitude are the primary cause for instigating the customer anger that opens up the Pandora box of a bad review. The best of the best HMS software or any other software does not address this as a major portion of Guest interaction lies with telephony while best of the best communication systems have no clue on this menace.
| Service Desk effectively addresses inefficiencies, delays, and lack of accountability by managing tasks transparently, ensuring smoother service delivery and improved guest satisfaction. | |
| Service Desk establishes an effective grievance addressing mechanism during the guests stay to address even small issues to prevent negative reviews that significantly impacts business. |
| Guest Room Number | 505 |
| Service Code Dialled | *700 |
| Service Name | Restaurant |
| Assigned TAT | 15 Min |
| Voice Call Setting | Yes / No |
| Voice Call Setting - Yes | |||
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| Voice Call Setting - No Call will never ring, always answered by recorded message, coordinator to call back all calls to record requirements. |
| Regardless of call status (answered or unanswered), the system generates a task. | |
| Tasks cannot be closed anonymously, ensuring accountability for each guest task. | |
| In unanswered scenarios, a ticket ID is provided to the guest, reassuring them of service delivery within the set TAT. | |
| TAT sets the goalpost for each task, creating a sense of urgency within the team. |
| Customer awaiting call back For around 9 sec | |
| Coordinator completed the call, but requirements are not recorded and total task pending time is 9 sec. |
| Yellow indicates that the coordinator has spoken to the customer, recorded their requirements, and the task is TAT safe, pending for about 5 minutes with approximately 10 minutes to complete the task to be TAT compliant. |
| Red indicates a TAT violation, with the task overdue by approximately 6.5 minutes beyond the set 15-minute TAT. | |
| This will also transfer the task to the supervisor's screen for his immediate intervention. |
| First on the block indicates the room number from which the call was received, and in this case it is from extension number 505. The coordinator can press the button and initiate a call to the extension any time required | |
| The second option opens a popup showing the conversation history between the coordinator and the guest since the task began with an option to play recordings. It not only helps the coordinator to clear any doubts on guest requests by simply listening to the file again, but also the supervisor in the event of TAT violation and escalations. | |
| The third option opens a popup to record the customer's requirements with clarity, not only to ensure that any other coordinator understands and acts but also aids the management with much needed data in process improvement. It also provides the option to postpone the service delivery to a future time if the customer desires. | |
| The fourth option opens a popup to close the task if there are issues on the guest side or the task is canceled. This should be used as an exception, not the norm, as it undermines the integrity of the entire process. |
| Advance Planning: Guests can pre-schedule or prebook any service (e.g., morning coffee at 6:30 AM for tomorrow) in advance, ensuring convenience and avoiding last-minute requests. | |
| Operational Efficiency: This feature allows the hotel to plan resources and delivery schedules ahead of time, improving service readiness. | |
| Guest Convenience: Guests receive timely service without needing to make a call or take action at that moment, ensuring a relaxed and hassle-free experience. | |
| Queue Management: By spreading out service requests, restaurants and service teams can reduce peak-hour congestion and enhance overall guest satisfaction. |
Supervisors play a critical role in managing task escalations by efficiently maneuvering pending tasks and available resources to ensure maximum task completion. These reports transform the entire operation from a reactive mode to a proactive one, enabling better planning, control, and overall process efficiency.
This dashboard provides a coordinator-wise overview for the day, allowing supervisors to identify any coordinators with TAT completion percentages below expectations. This enables proactive intervention to address issues and prevent escalations.
This dashboard provides a coordinator-wise current pending task count for the day, allowing supervisors to identify any coordinators with more pending tasks. This enables proactive intervention to address issues and prevent escalations.
This dashboard offers a comprehensive list of pending tasks, including coordinator details, pending duration, and task relevance with TAT. This allows supervisors to pinpoint potential escalations and take proactive measures before they arise.
| Owners can now leverage data instead of relying on misleading human feedback. This allows them to identify and rectify the root causes, ensure accountability, reward high performers, and eliminate deadwoods. | |
| Supervisors will now have a tool to proactively address issues before they escalate, rather than managing full-blown crises as they do now. | |
| Coordinators are stressed process owners, caught between field personnel and management where even the most committed can struggle, while the least committed may thrive due to the opacity of the process, which is driven more by judgment than by data. | |
| Field personnel often escape scrutiny due to scarcity, making them indispensable. This lack of transparency neither rewards high performers nor identifies underperformers. Consequently, teams can become burdened with deadwoods as talented individuals leave unrecognized, undermining team building and long-term sustainability in the hotel industry. | |
| Customers seek exceptional service and exhibit various behavioral patterns. It is in the hotels best interest to ensure their satisfaction, as their reviews on public platforms carry significant weightage and have a long-term business impact. |
| The process begins by assigning unique numbers to each service, simplifying the management of multiple delivery points in a hotel. For example, housekeeping may have different extensions on each floor. Instead of managing distinct extension numbers for each floor, a common extension number is used across the entire property. | |
| The ability for single or multiple supervisors to manage various coordinators gives the software a key advantage for hotels of any size, accommodating diverse business needs. As this is part of a telephony solution, both coordinators and their assigned supervisors are identified by unique extension numbers. | |
| Each process is assigned a turnaround time (TAT), which is central to triggering escalations to the assigned supervisors for proactive action. Initially, management can set achievable TATs based on limited data and fine-tune them over time to align with customer demands. | |
| When a coordinator’s extension is busy, the current system gives guests an engaged tone, leading to frustrating repeated redials. In contrast, the Service Desk reassures guests with a callback promise and a ticket reference number for the task, confirming that service will be delivered within the turnaround time, despite the delay in answering the call. | |
A pending task can be closed in three different ways:
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| The pre-booking option allows guests to register their needs in advance for delivery at their desired time automatically, with no activity required at that moment. For example, guests can book their morning coffee the night before, avoiding the busy morning rush and multiple calls to the restaurant. | |
| We recommend guest room phones with 10 memory buttons for easy use, allowing guests to press labeled options (e.g., "Restaurant") instead of dialing extensions. IP phones, though more expensive initially, save on cabling and offer lower maintenance, making them a cost-effective option over time. | |
| Service Desk provides live dashboards of pending tasks across all service points, enabling timely corrective actions such as reallocating resources or any other action that reassures smooth operation and timely service. | |
| Service Desk fosters an all new work culture free from blame, focusing on data instead of personal judgments. This creates a stress-free atmosphere while instilling accountability and responsibility in every team member. |
| Guest feedback is an automated unmanned voice recording option for the guest to record his feedback over an intercom number well publicised and prominently displayed in the room. This serves two purposes: encouraging positive feedback and providing a mechanism for guests to raise and resolve grievances during their stay. | |
| Guests are generally reluctant to post feedback, with less than 1% doing so on public forums. When faced with a negative experience, their first instinct is to resolve the issue through the property’s available redressal channels rather than escalate it publicly. These "golden hours" offer property owners a chance to address concerns and turn negative experiences into positive ones. | |
| While property owners may not be able to eliminate all inconveniences, they can implement processes to minimize damage and prevent future issues. To facilitate this, we encourage property owners to motivate field personnel to direct guest feedback to the advertised internal number. Rewarding staff for positive reviews can enhance team-building and help identify top performers, ultimately improving service delivery. | |
| All feedback received from guests is reviewed by senior personnel, such as managers, and shared with the respective coordinator for further input. Customer feedback is generally regarded as objective and unbiased by all, fostering a positive response and a commitment to improvement. | |
| We recommend adding a speed dial that connects directly to the manager's mobile, complementing the feedback process. This option, though rarely will be used by guests, instills a sense of accountability in the team, motivating them to avoid negative feedback and preventing the exposure of inefficiencies or unacceptable behavior. |
Sample Hotel Guest Card | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Welcome to Sunshine Paradise Hotel!Dear Valued Guest, Welcome to Sunshine Paradise Hotel! We are delighted to have you with us and wish you a pleasant and memorable stay. Below, you’ll find essential information and services we provide to ensure your comfort and convenience.
We’re Here to Help!If you need anything during your stay, please contact our friendly staff. We strive to make your stay as comfortable as possible. Thank you for choosing Sunshine Paradise Hotel. Enjoy your stay! The Sunshine Paradise Hotel Team | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Cost-Effective & Versatile: Com1 offers a cost-effective appliance ideal for basic PBX applications supporting up to 2000 extensions and call center operations with up to 25 agents. | |
| Locally Serviceable Hardware: Features a 2U rack-mountable design with an inbuilt database backup and restore option, using standard, globally available components for easy maintenance. | |
| For Critical Applications: For mission-critical operations or those involving predictive dialing or ACD with more than 25 agents, customers are advised to use their own high-performance hardware for optimal reliability. | |
| Hard Disk Capacity: The system comes equipped with a default 256 GB hard disk, capable of storing up to 40,000 hours of conversation recordings—sufficient for most applications. However, customers requiring additional storage can opt for higher-capacity hard disks at the time of order, available at an additional cost. | |
| Network Interface Card: The system comes with a default onboard network card and an additional PCI-based network card, suitable for connecting VPN-based SIP trunks provided by Indian telecom operators. If the customer requires multiple SIP trunks from different providers, extra LAN cards can be added to the appliance as needed. These must be specified at the time of order and are available at an additional cost. |
| S.No | Item | Brand | Specification |
|---|---|---|---|
| 1 | 2U Metal Cabinet with Rack Mounting Kit | - | - |
| 2 | Motherboard | PowerX or Equivalent | H81 |
| 3 | Harddisk | Crucial or Equivalent | 256 GB SSD nvme |
| 4 | SMPS | Fingers or Equivalent | Mini ATX |
| 5 | RAM | - | DDR3 PCL |
| 6 | Processor | intel | i3 (Lesser than 5 th Generation) |
| 7 | LAN Card | - | Gigabit - Single Port - Pci Express |
| Component | Description | Version | Source | License | Dependencies | Protocols |
|---|---|---|---|---|---|---|
| Operating System | Base OS hosting the IP PBX system | Rocky Linux 9.x | RESF (Rocky) | GPL | Kernel 5.x | N/A |
| Database | Stores PBX configs, CDR, logs, Solution Data | MariaDB 10.x | MariaDB Foundation | GPL | mariadb-libs | SQL |
| Telephony Engine | SIP engine, call routing, media | Asterisk 18 LTS | Digium / Sangoma | GPL | pjproject, jansson | SIP, PJSIP, RTP, Opus, G.711, G.729 |
| Web Server | Hosts admin UI & REST services | Apache 2.4 | Apache Foundation | GPL | mod_php, OpenSSL | HTTP/HTTPS |
| Web UI | Admin PBX interface | Custom | Internal | Proprietary | PHP 8.x, NodeJS | HTML5, JS |
| Reporting Engine | CDR reports, queue reports & Solution Reports | Custom | Internal | Proprietary | MariaDB, PHP modules | CSV, PDF, XLS |
| S.No | Name | Model | Description |
|---|---|---|---|
| 1 | EXT100 | Extension 100 | This is the basic software on which all solutions are built. This is mandatory before you select any of the following solutions. (Built in 100 SIP Extension) |
| 2 | EXT1000 | Extension 1000 | This is the basic software on which all solutions are built. This is mandatory before you select any of the following solutions. (Built in 1000 SIP Extension) |
| 3 | EXP100 | Expansion 100 | This is expansion licence for IPPBX Software, to expand by 100 extensions to a maximum of 900 extensions (Max 8 Licence per system) |
| 4 | EXP1000 | Expansion 1000 | This is expansion license for IPPBX Software (Ent) to expand by 1000 extensions to a maximum of 8000 extensions (Max 7 Licence per system) |
| 5 | CCS | Call Centre Suite | This License is for Outbound Call Centre Solution. In case customer looking for Predective, Progressive or preview dialling using more agents. |
| 6 | CCS-L | Call Centre Suite-Light | This License is the lighter version for Outbound Call Centre Solution. In case customer looking for Predective, Progressive or preview dialling for not more than 5 agents. |
| 7 | ACD | Inbound CCS | This Licence is for Inbound Call Centre Solution. This is needed only if customer is going to employ dedicated agents to receive incoming calls. |
| 8 | ACD-L | Inbound CCS-Light | This Licence is the lighter version for Inbound Call Centre Solution. This is needed only if customer is going to employ dedicated agents to receive incoming calls restricted to a maximum of 5 agents. |
| 8 | DEVOPT | Developer Options | This Licence will activate paid API capabilities that will give Ringing, Attended and Hangup events for Incoming and Outgoing Calls using Webhooks. Also has various API funcationality that could be useful for various telephony CRM integration |
| 10 | CUSTLOGO | Customer Logo | If any customer prefers to display their own logo instead of the brand logo, they have the option to purchase this license and upload their logo. Once uploaded, it will automatically replace the brand logo across all designated logo points. |
| 11 | FIREALARM | Fire Alarm | This license integrates with the fire alarm control panel to monitor selected sensors. In case of an alert, it can play a predefined voice file over the public address system, call designated people with a preset message, and send notifications - such as WhatsApp messages or emails - detailing the sensor, area of operation, and nature of the threat. |
| 12 | SERDSK | ServiceDesk | The Service Desk is a versatile solution that provides control over hotel room services, doubles as a nurse call station in hospitals, and supports predefined service requirements in corporate environments. It features prominent displays, an escalation matrix with email and WhatsApp notifications, and a powerful reporting module, delivering a complete task management solution. |
| 13 | SURVEY | Survey Dial | This Licence is to Voice blasting of individual files or data merge and do customised voice announcements, imported from excel or updated using an API |
| 14 | TALLYINT | Tally Integration | This integrates with Tally accounting software to automatically update outstanding balances and provides a complete phone follow-up module. It is especially useful for distributors managing multiple dealers and bills, enabling seamless tracking of regular payments across several agents. |
| 15 | TICKETING | Ticketing | This provides a comprehensive, fully customizable ticketing module that integrates seamlessly with our call center solution and CPS. It includes email and WhatsApp integration, multiple escalation levels, TAT compliance, and exhaustive reporting - offering all the features of a professional ticketing solution. |
| 16 | VIREXT | Virtual Extension | Virtual Extension enables the creation of multiple user accounts with individual usernames and passwords. Users can make calls within daily, weekly, or monthly national or international minute budgets, while comprehensive reports track usage and ensure budget compliance. |
| 17 | STICPRO | Sticpro | StickPro captures visitor photos, tracks people inside premises, detects unauthorized movement, and integrates with attendance systems. It maps entries to a database for intelligent reporting and sends instant email and WhatsApp alerts for exceptions - offering security insights beyond standard CCTV. |
| 18 | HGHAVL | High Availability | This license enables synchronization between two identical systems, ensuring that both the database and voice files remain continuously updated. In the event of a primary server failure, all terminal equipment connected to it will automatically register with the secondary server, ensuring seamless failover and uninterrupted operation. |
| Company | Contact | Mobile | |
|---|---|---|---|
| Trust Marketing | Periathambi | 8144433333 | thambi@trust.co.in |
| Trust Solution | Suresh | 9884089999 | sales@trustsolutions.co.in |
| Aspire Systems And Solution | Karthikeyan | 9677166614 | karthik@aspiresystemsandsolutions.in |
| Dacom Solutions | Palanikumar | 7397377950 | sales@dacom.in |
| Vasani Enterprises | Vasani | 8080717183 | ve@vasanis.com |
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