FCS Computer Systems (FCS) and Neorcha have partnered to deliver an integrated back-of-house and front-of-house solution for Rotana, one of the leading hotel management companies in the Middle East, Africa, South Asia and Eastern Europe.
FCS’ e-Connect system is a back-of-house application that enables automated guest request and inter-department work order dispatch. Functioning via a centralized call center, e-Connect enables hotels to achieve efficiency and consistency in guest service levels at minimal cost by streamlining all guest requests across different departments.
Neorcha’s myHotel application gives hotel guests instant access to real time information on hotel accommodation, food and beverage, and entertainment options – enabling guests to make the most of all the hotel facilities offered, and make requests such as refilling the mini bar, requesting a mobile charger and ordering extra bedding.
EMEA for FCS regional head Eric Rogers said: "Increasingly, hotel chains require an application that will bring added value to their guests by centralising the benefits of multiple systems and services in one common platform.
"FCS and Neorcha together provide hotel chains multiple services that will offer guests a more satisfying hotel stay, because guest requests are issued directly from the app, and dispatched directly to the correct department, who then follows operational escalation procedures."
The integration of FCS’ e-Connect with Neorcha’s myHotel completes the service delivery cycle, making sure every service request is completed with status updates.
Roger El Khoury, managing director of Neorcha, said: "Neorcha offers strategic value to our partners, because our platform plays an integral role in providing integration services for the hotel’s operational systems, and putting those systems at guests’ fingertips.
"By integrating the two systems, hotel guests have access to a number of leading features, including the ability to create a new request from the myHotel app by selecting an option from the job list available via the FCS system."
Via FCS’ e-Connect, the technology records a complete list of requests made for the duration of the guests’ stay and provides hotel management with clear and detailed statistics to identify areas of improvement at any part of the process.