sky software

Introduction

In response to the increasing need for today's top brand hotels to maximize guest satisfaction and

optimize hotel services and quality, Sky Software has developed Sky Horizon® Quality Management

System (QMS) as a software tool specifically designed to help hotels to meet this objective. The system

has practically proved to have a great impact on vital hotel functions such as Guest Requests and

Satisfaction Management, Housekeeping, Engineering and Maintenance Management, and Guest Service

Process Management.

Sky Horizon® QMS implements the latest quality standards in hospitality in order to reach higher guest

satisfaction levels and ensure that hotel services are delivered with the same quality all the time.

Through the new full-featured Work Requests Monitor, hotel management and Guest Service Center

staff agents would have access to all guest requests and problems instantly as they emerge so that

proper actions have to be carried out promptly by the related service department.

The automatic email alerts and SMS escalation options in Sky Horizon® QMS enable the HODs to be

always notified about any delayed request while the advanced gateway interface will be reporting any

failure to the entitled HOD or supervisor.

The intelligent reporting system in Sky Horizon® QMS is capable of generating statistical, summarized,

detailed, and graphical reports to expose the most frequent problems in addition to a wide range of

efficiency indicators on the departmental and hotel overall performance that are available to the hotel

management in order to take the right decisions and undertake the proper action based on report

outputs.

System Components

Sky Horizon Quality Management System (QMS)

Sky Horizon Engineering & Maintenance System (EMS)

Sky Horizon QMS Mobile Application (QMS Mobile)

Sky Horizon QMS Glitch Management System

Sky Horizon QMS Interactive Voice Response (QMS IVR)

Sky Horizon QMS Guest Link (QMS G-Link)

QMS Interfaces

Sky Horizon® Quality Management System

Expanding Horizons

Operational Features

Multi-property system.

Complete and accurate Guest Request and Work Orders logging,

routing escalation and follow up procedures.

Automatic pop-up of guest requests appearing on the target

department screen.

Guest request and feedback form printing.

Full history of guest requests for analysis is available.

Courtesy calls follows up with the guests.

SMS and Pager alerts could be sent to a pre-defined mobile

number(s) according to the escalation procedure if the request is

not fulfilled.

Detailed reporting on the quality of service delivered to guests.

Interface with PBX systems.

Interface with major PMS and front office systems.

Duty Manager reporting.

Comprehensive daily, statistical, and performance reports that are

exportable to DOC and XLS formats.

Advanced Features

Intelligent workflow dispatching for guests and inter-

departmental work orders.

Automatic work order triggers based on PMS events (guest

check in/out, room move…etc.), guest preferences, and guest

experience from history.

Instant notifications and workflow escalation using SMS, pager,

email, wireless PBX phones, and smart phones.

Guests based messages (via SMS and emails) with customized

welcoming and other promotional contents in addition to hotel

services information.

Courtesy calls and guest feedback management.

Glitch management system managing guest incidents,

complaints, and guests compensations.

Mobile web application allowing management to fully manage

work orders via smart phones.

Preventive maintenance management with equipment profiles.

Room’s preventive maintenance with PMS interface.

Meter readings management with BMS interface.

Guest-facing/UI

Online G-Link (Guest link) portal.

Multilingual user interface.

Interactive voice response IVR system.

Guest mobile application.

Reports & Analytics

Top repeated guest requests and problems.

Work orders statistics, aging, and history reports.

Staff productivity reports.

Discrepancy reports.

Custom report writer and report scheduling system. Interfaces & Integration

Property Management System (PMS) interface.

Building Management System (BMS) interface.

Interactive Voice Response (IVR) system.

PBX Interface.

HR and store system interface.

Global Web SMS providers interface.

Pager system interface (TAP protocol)

Technology & Certification

Supports private and public cloud hosting (SaaS).

Microsoft SQL Server database engine.

Automatic backup and archiving system.

Compliance with PCI/DSS.

SSL Data Encryption is available.

The Big Picture

QMS Workflow 1: Guest Requests over Telephone

QMS Workflow 2: Job Request by an Employee

QMS Workflow 3: Event-driven Job Requests

QMS Workflow 4: Job Requests based on Guest Preferences

QMS Mobile: Work Orders

Sky Horizon® QMS Mobile provides instant alerts and notifications to hotel service agents and management about any guest request through a standard

workflow and escalation service system. It also provides the ability to manage work orders; add new work order, find, assign, finish, cancel and postpone

work order.

QMS Mobile: Charts

Sky Horizon® QMS Mobile provides the management with a top view of the service situation, thus showing errors, delays, and guest complaints on

various levels; individual, departmental, and hotel levels.

+962 (6) 533-9616 | +962 (6) 533-8138

info@skyits.com

www.skyits.com

SKY HORIZON is a registered trademark of Sky Software Co. LLC. All other product names and other company names used herein are for identification purposes only and may

be trademarks or registered trademarks of their respective owners.

QMS Mobile: Guests

Sky Horizon® QMS Mobile shows guests in-house, today arrivals, or expected departures and allow the user to search the list based on room number,

guest name, or VIP level. It shows guest details like reservation details, guest preferences, traces, and requests history.

InterContinental Hotel Dubai Festival City

Riyadh InterContinental Hotel

Abu Dhabi InterContinental Hotel

InterContinental Doha Hotel

Four Seasons Hotel Cairo at the First Residence

Crowne Plaza Hotel Dubai

Jordan InterContiental Hotel

Crowne Plaza Hotel Jeddah

Jeddah InterContinental Hotel

Mövenpick Hotel Bahrain

Gefinor Rotana Beirut

Crowne Plaza Hotel Abu Dhabi Yas Island

Al-Khobar InterContinental Hotel

Majestic Arjaan by Rotana Hotel

Al-Jubail InterContinental Hotel

Regency Bahrain InterContinental

InterContinental Doha The City Hotel

Phoenicia InterContinental Hotel

Taif InterContinental Hotel

Crowne Plaza Hotel Amman

Crowne Plaza Riyadh Minhal

Crowne Plaza Al-Khobar

Crowne Plaza Doha Hotel at The Business Park

Crowne Plaza Madinah

Dar Al-Tawhid InterContinental Hotel

Kempinski Ishtar Hotel

Dar Al-Iman InterContinental Hotel

Dar Al-Hijra InterContinental Hotel

Dar Al-Taqwa Hotel

Holiday Inn Dead Sea Hotel

InterContinental Hotel Aqaba

Holiday Inn Dana Hotel

Rocco Forte Hotel Abu Dhabi

Al Gassar Resorts

Le Vendome Intercontinental Beirut

One to One, The Village

InterContinental Lusaka

InterContinental Mauritius Resort

Al Jawhara Hotel

Gloria Hotel, Media City

Yassat Hotel

InterContinental Nairobi

Leisure Lodge

Sankara Hotel

Crowne Plaza Nairobi

Sheraton Kampala Hotel

Amwaj Rotana Resort at Jumeirah Beach Hotel

Fujairah Rotana Resort & Spa

Media Rotana, Dubai

Crowne Plaza Jordan Dead Sea Resort

Kempinski Hotel Aqaba

Lagoon Hotel & Resort

Divan Erbil

References