Expanding horizons

Horizon Quality & Guest Services Management
Introduction
Sky Horizon® Quality Management system is a comprehensive fully-integrated web-based, cloud-readysoftware solution designed to provide hotels with optimal guest services management environment. The
system implements the latest standards for guest services management with the objective of guaranteeing
the best quality services delivered to hotel guests on time. The overall objective is to reach higher guest
satisfaction and thus higher guest loyalty and retention as well as better hotel rating on traveler Websites,
which drives more bookings.
Through the new full-featured Work Requests Monitor, hotel management and Guest Service Center staff
can have access to all guest requests, problems and preferences instantly as they emerge, so that proper
actions can be carried out promptly by the related service department.

Modules and features
Core modules

Features at a glance

Guest Services Management SystemSMS and emails Notifications & EscalationGlitch/Incident Management

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QMS Interactive Voice Response SystemQMS Mobile

DashboardHousekeeping

Guest Link (G-Link)

Engineering & Maintenance+962 (6) 533 9616

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Guest requests and workflow

SMS and emails notifications & escalation

Courtesy calls management

Duty manager logging

DashboardsPMS, PBX & IVR integration
QMS Mobile for tablets and smart phones

Glitch / incident management



Guest Link surveying
Maintenance Management

PO Box 2164, Amman 11941, Jordan

www.skyits.com

Expanding horizons

Sky Horizon® Quality Management System®

Sky Horizon QMS implements the latest quality standards in hospitality
in order to reach higher guest satisfaction levels and ensure that hotelservices are delivered with the same quality at all times. Through the new
full-featured Work Requests Monitor, hotel Guest Service Center and staff
agents would have instant access to all guest requests, complaints andproblems instantly as they emerge so that proper standard actions arecarried out promptly by the related service department and staff member.
The automatic email alerts, system notifications and SMS escalation®
options in Sky Horizon QMS enable nearly instant assignment andupdate on all requests to staff. Managers are always notified about any
delayed request while the advanced gateway interface will be reporting
any failure to the entitled HOD or supervisor.

Sky Horizon® QMS Glitch Management®

Sky Horizon QMS Glitch Management system is developed with theobjective of helping leading hotels in achieving their vision of retaining
guests and maximizing loyalty through its professional instant andeffective workflow of investigations and recovery of service procedures
even when things go wrong.
®

Sky Horizon QMS Glitch Management gives the hotel management andstaff the ability to easily and instantly allocate, track, investigate, manage,report, and follow-up guest incidents, glitches, and complaints in one
centralized system.
The system also enables the hotel management to better manage guest
compensations based on the incident through a compensation workflowthat provides the management with the option of initiating guest
compensation, or using the default compensations defined in the system.
Compensation form provides management with the option to initiatecompensation to the guest.

Sky Horizon® QMS Interactive Voice Response®

Sky Horizon QMS IVR is built on proven technology that provides a costeffective, scalable, feature-rich, and robust interactive voice response(IVR) solution to meet the hotel demands of today and tomorrow.
Through QMS IVR, hotel guests and agents can report and manage theirrequests by dialing one hotel extension number. The caller will be guided
through a set of recorded voice messages to enter or amend the request
without involving any person from the other side. The messages will be
automatically validated by QMS and the request will be posted to theQMS database, and then put in the QMS workflow system until
completion and guest satisfaction guarantee.
QMS IVR provides the optimal system integration between QMS systemusers and hotel PABX to save valuable time usually wasted in telephone
calls between employees.

+962 (6) 533 9616

PO Box 2164, Amman 11941, Jordan

www.skyits.com

Expanding horizons

Sky Horizon® QMS Mobile®

Sky Horizon QMS Mobile App has been developed following the visionof simplifying all the communication channels between the service
departments, guest service center and management.
Horizon QMS Mobile App’s main objective is to provide instant alerts andnotifications to hotel service agents and management about any guest
request through a standard workflow and escalation service system.
In addition to that, QMS Mobile enables full management of guest
requests, guest glitches and other QMS system components.

Sky Horizon® Guest Service Dashboard®

Sky Horizon QMS Guest Services Dashboard is developed with theobjective of providing hotel management with instant, real-time and quick
identification for essential KPIs reflecting the quality and efficiency of theoverall hotel and departments' guest services performance.
The Initial feedback shows substantial improvement in satisfaction leveland performance efficiency in the hotel as such instant view of KPI scoreslead to elevating the competitive spirit between hotel departments toachieve more scores, which positively affected guest satisfaction.

Sky Horizon® Housekeeping®

Sky Horizon QMS Housekeeping aims at providing an optimal tool tomonitor housekeeping task sheets, and monitor housekeeping agents'
real time progress and performance through reports and dashboards.
The system is integrated with the Sky 2–way HTNG Opera PMS interface
to create and import task sheets, change room status, post minibar items
and post new work requests.

+962 (6) 533 9616

PO Box 2164, Amman 11941, Jordan

www.skyits.com

Expanding horizons

Sky Horizon® G-Link®

Sky Horizon G-Link is an innovative online portal that helps connect theguests directly with the hotel management. Through various tablet
devices, G-Link gives hotel guests the option of evaluating their hotel stayor restaurant experience via a set of short questions while the guest is in
the hotel. Dissatisfied guest scores will be sent directly through SMS or
mobile notification system to hotel managers. This gives the management
the opportunity to proactively respond to guest needs and compensate
and retain their guests. Thus, ensuring maximum satisfaction of guestsand hence elevate hotel satisfaction score in social media.
G-Link runs on tablets on front desk, outlets, and public areas to collectguest feedback about related services or processes.

Sky Horizon® Engineering & Maintenance®

Sky Horizon Engineering & Maintenance Management system aims toautomate most tasks within the Engineering & Maintenance Department.
It allows for better utilization of the department resources and provides avaluable tool to better understand the types of tasks and loads within thedepartment, while preparing real-time tasks in an online, effective, andoptimal manner.
The system covers the whole range of Maintenance Request
Management and Logging, Quality Control and Cost Control (spare itemsand labor cost) of the Engineering department, Equipment Corrective
Maintenance and Preventive Maintenance, Utility Meters interfacing andlogging, Room Preventive Maintenance in addition to the full capabilitiesof the typical Engineering and Maintenance Management system.

Featured Clients+962 (6) 533 9616

PO Box 2164, Amman 11941, Jordan

www.skyits.com