Product category:
Networking Hardware
News Release from: Rabbit Semiconductor | Subject: RCM3700
Edited by the Electronicstalk Editorial
Team on 07 May 2008
Device boosts hotel service
The room status monitor (RSM), which is connected to the call button, sends a message to the central data collectors (CDC), which is where the RCM3700 resides.
Luxury hotels depend heavily on customer relations management systems to offer guests the best possible service Some hotels have implemented systems that offer attendant paging systems
This article was originally published on Electronicstalk on 20 Sep 2002 at 8.00am (UK)
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Yet most of the systems employed are highly inefficient.
Knowing the guests' preferences can quickly facilitate the right service in the shortest amount of time.
Some of the most pressing issues with guest relations systems are hardware reliability, corporate systems integration, information convergence and management reports.
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Numag Data Systems successfully implemented the Guest Relations System (GRS) using the Rabbit Semiconductor's RCM3700 in one of the top luxury hotels in Bangalore, India.
The GRS system is based upon multilayered information architecture.
Each room is equipped with a service request interface which consists of a call button and a status light.
Outside of each room there is a corresponding light.
Once a guest pushes the button both status lights are illuminated.
The room status monitor (RSM), which is connected to the call button, sends a message to the central data collectors (CDC), which is where the RCM3700 resides.
Each floor has a CDC which is connected to all RSMs on that floor.
The RabbitCore in the CDC handles all the different messages from the floor, capturing time occurrence as well as the type of message.
The CDC then sends a message to the GRS PC and software pulls all relevant information, including the customers' preferences, the staff schedules, staff assigned to particular rooms and paging identifiers.
The GRS PC connects to the property management systems which has the check in and check out information and other pertinent information.
The GRS PC processes the information and then proceeds to send via wireless messaging to assigned staff that a guest has requested service.
Each staff member has a pager that indicates the service has been requested plus the information on the guest is displayed to help the staff better serve guest's needs.
The staff member goes to the room and presses a button outside the room to indicate a response.
The GRS allows 60-120 seconds for a staff person to respond.
If there is no response, messages are sent to line managers, if there is still no response, then senior management is notified.
Regardless of the situation, Guests will have their service request attended to in a timely manner.
Reporting is a key function to help improve daily operations.
Data collected from the RCM3700 is stored on the GRS PC, which routes information to assigned staff.
Managers are then able to pull reports from the GRS system to see what areas can be improved.
The reports can help management keep complete visibility over customer service and so take action to correct any problem.
The RCM3700 allows for the entire system to perform self diagnostics so that repairs can be made pro-actively to ensure service is not interrupted.
"The project started off as a solution for a specific customer problem and then it grew to address several other issues" says Kalmane.
Top luxury hotels have already used similar systems but they were plagued with unreliability, system incompatibility, disjointed systems and system inefficiencies.
Kalmane indicated that the work being done was aimed to modernise current systems, integrate other systems seamlessly and to implement a self-diagnostic system.
During the development cycle, Ethernet was a key requirement.
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