Hotel Engineering Service Automation Module

Automation of IT asset life cycle management processes

June 4, 2020

Reorganization of IT infrastructure with IT-services migration to the Cloud

August 11, 2020

Employees:

Industry: Hotel Service

Region: East Europe

Customer: A hotel chain with more than 15 hotel properties of 3, 4 and 5 stars and with a total room stock of more than 2,100 rooms.

The project aims to automate the engineering service of the hotel to improve hotel service and increase productivity.

The hotel engineering service is about strict requirements for the speed of troubleshooting / fulfilling the wishes of customers and special categories of executing employees (plumbers, electricians, maids) who often do not have a dedicated “office” workplace and prefer the simplest computer tools for processing requests. Ideally, they should be satisfied with their own smartphone/tablet where (even without Internet connection) they can tap a single button to accept the application, read its description, and mark the completion when done.

Automation of the process of managing requests for engineering services and IT services.
Improving the efficiency of the engineering service.
Improving communication between different services.
Improving the quality of services provided to hotel guests.

A simple and convenient solution for formalizing interaction, automating processes and generating reports was implemented based on GLPI software.

Automatic categorization and prioritization of tickets according to incident types, SLA, etc.
Prompt notification of responsible persons about applications
Automatic creation of requests for routine maintenance
Management of requests to the hotel engineering service
Creation of a central knowledge base for solving typical tasks

Timely informing employees about planned works
Control of terms and time of order execution
Collection of statistics on premises and public areas
Track employee performance
Storing history, viewing analytics and reports for different user groups