Guest Tek - Support Services

By: Guest-tek  09-12-2011
Keywords: Call Center

At Guest-Tek, we believe that a customer is more than just an initial sale. And we know that building and maintaining a strong relationship with our customers relies on a strong support system.

The first point of contact for our clients is our Call Center (or Technical Help Desk). Our in-house support operations are provided 24/7/365 with services in English, French and Spanish. Backing up the Help Desk, is our Network Operations Center (NOC). This is an advanced group of experts who handle network-affecting, complicated or time consuming issues.

SUPPORT SERVICES

CALL CENTER

The Call Center is open for business 24 hours a day, 7 days a week and 365 days a year. We offer assistance in English, Spanish & French all the time, with more than 20 other languages strategically scheduled. Our agents are specially trained and valued for their customer service skills as much as for their technical expertise.

NETWORK OPERATIONS CENTER

Our Network Operations Center team is composed of home-grown experts in Guest-Tek technologies who can handle the most complex network problems. Serving our customer's needs 24 hours a day, 365 days a year, all NOC agents are prized for their poise under pressure. NOC assistance is available 24/7/365 in English; with French, Cantonese, Spanish and Hungarian available on a more limited basis.

EVENTS & CONFERENCES

Successful conferences are all about successful communications. Guest-Tek now offers a comprehensive Event Support program. Guest-Tek’s network experts offer a wealth of knowledge and expertise in planning, organizing and implementing a wide range of events to help you make the most out of your property’s meeting room services. From client needs assessment advice to on-site set up and support, Guest-Tek extends our customer services beyond the toll-free Help Desk to create personalized packages to meet your specific needs.

The Call Center is the foundation of Guest-Tek's after sales service offering. As we add new clients to our family, we are constantly re-evaluating the effectiveness of the Help Desk, adding new training modules and expanding our team. With the highest connection rates in the industry, the proof of our success is evident.

Languages

Communication is our primary goal in the Help Desk. To ensure we meet our client demands, the Guest-Tek Help Desk operates 24/7/365 in 3 core languages: English, French and Spanish.

In addition to these languages we also have available on a periodic basis more than 20 other languages for guests to receive assistance in.

Samples of these languages are: Arabic, Cambodian, Cantonese, Croatian, Hindi, Hungarian, Polish, Punjabi, Romanian, Russian, Serbian, Tagalog and Vietnamese.

Many of our agents with a second language also have experience with Windows operating systems in foreign languages. This further enhances the agent's ability to better help the guest with their questions.

Training Programs

All agents that are hired into the Help Desk participate in a three week induction training program. This program is focused on 3 main areas:

  • Customer service in the hotel industry
  • Technical training on Guest-Tek systems
  • Ownership/empowerment training

These 3 areas are instrumental for communicating with the guest in a professional manner. A manner that is seamless to the hotel service; working with the guest with their technical issue and ensuring that the issue is resolved the first time (one-touch resolution).

During the induction training there is constant testing and, prior to being allowed onto the Help Desk floor, there is a final exam. Ongoing training and certification is conducted to keep agents up to date on new technologies and processes.

Staffing Levels

With almost 10 years of experience providing toll-free end user support to hotel guests, we've gained a good understanding of call patterns. Typically, evenings are busier than day time and as the week progresses, the call volumes tend to relax.

Anticipating and appropriately staffing for peak periods is a challenge our Call Center management always strive to meet head on. The Call Center team is in a near continuous state of expansion, as we add new customers to our portfolio daily.

As we grow our business internationally and into new segments of IP technology the Call Center is always one step ahead of the game, anticipating guest need to provide seamless, technical help – 24/7/365!

Guest-Tek is your single source for convergence in hospitality contact us today to find out how quickly you will see a return on your investment.

Our Network Operations Center team is composed of home-grown experts in Guest-Tek technologies who can handle the most complex network problems. Serving our customer's needs 24 hours a day, 7 days a week, 365 days a year, all NOC agents are prized for their poise under pressure. NOC assistance is available 24/7/365 in English; with French, Cantonese, Spanish and Hungarian available on a more limited basis.

Training

Our Policy: All NOC agents are "schooled" on the Help Desk. These highly skilled and experienced individuals are hand picked from amongst our best performing Help Desk agents. This ensures that each NOC agent has been through our rigorous training and certification process, plus they have honed their communication and troubleshooting skills through successful case resolutions.

Once selected to join the elite NOC group, the agents then receive specific training in:

  • VLAN
  • Java troubleshooting
  • IP logistics
  • Internal Network Schema
  • Frame Relay
  • ATM support
  • Comprehensive DSL/Wireless
  • Configuration & troubleshooting

Technological Tools

In addition to the VOIP telephone system and Synapse™ tools, NOC also utilizes an NMS (Network Management System) and manages the Technology Protection Program (hardware replacement and on-site support).

Network Management System

The Network Management System allows NOC agents to gain remote visibility of all network devices, thus ensuring prompt response to hardware failure.

How Does it Work? Guest-Tek's NMS system interacts with Nagios, an Open Source monitoring software. The NMS uses SNMP (simple network management protocol) to poll every hotel constantly. This gives the NOC an up to the moment picture of the network in each of our hotels. Nagios then creates a visual hierarchy of each hotel, including all devices within each individual network. "Traps" and "Flags" have been created to notify our NOC group and create tickets for them to track any equipment or key processes that appear to have ceased functioning. All sensitivities are measured according to our specifications.

Guest-Tek is your single source for convergence in hospitality contact us today to find out how quickly you will see a return on your investment.

We listen. We understand. We offer tailored solutions. We deliver impressive results.

Successful conferences are all about successful communications. Guest-Tek now offers a comprehensive Event Support program. Guest-Tek’s network experts offer a wealth of knowledge and expertise in planning, organizing and implementing a wide range of events to help you make the most out of your property’s meeting room services. From client needs assessment advice to on-site set up and support, Guest-Tek extends our customer services beyond the toll-free Help Desk to create personalized packages to meet your specific needs.

Essential Event Services

  • Bandwidth Management - Utilize OneView Internet technology to shape your ISPs bandwidth; directing a generous pipeline to those who need it most.
  • Access Protection - With simple passcode creation and management, you can control access to your HSIA in your meeting rooms.
  • Additional Networking Equipment - Whether you simply want a Wireless Access Point and a handful of Wireless Adaptors to lend out to the attendees, or a full complement of network equipment, Guest-Tek can pre-configure and ship hardware to you on demand.
  • Private Conference Networks - Configuring your network to ensure secure HSIA between attendees of an event (ideal for training seminars, exhibitions and tradeshows).
  • Shared Conference Networks - Enabling your network to accommodate a shared connection between many users (in the same meeting room or elsewhere).
  • Wireless Networks - Permit attendees to roam throughout the conference facilities, freeing them from the constraints of a cabled connection.

Enhanced Event Services

  • Pre Event Consultations - Expert advice on interpreting and anticipating the requirements of your future clients.
  • On-Site Expertise - Ease your workload by bringing one of our technical experts on-site to coordinate network set up, presenter and attendee connections and take care of any system fine-tuning.
  • Additional Training - From getting your new staff up to speed on OneView Internet to advanced in-depth network configuration and troubleshooting, to basic over-the-phone refresher courses for your banqueting department, we have a completely customizable training seminars available.
  • Personalized Services - No matter how unusual the request, give us a call and we’ll work with you and your clients to design, implement and achieve a solution for a successful event.
  • Web Casting & Video Conferencing Set Up - Some meeting planners will wish to make use of these interactive technologies to enhance their presentations. We can help by advising you of ISP and hardware requirements to make these presentations a success.

MEETING ROOM NETWORK

You decide exactly how you want to offer meeting room HSIA services to your clients.

With Guest-Tek you have complete control in sculpting meeting room access:

  • Network Choice – switched Ethernet, DSL, wireless, or a combination of technologies can be used to provide attractive options for your clients.
  • Billing selection – manage billing by group or individual user, over a defined period of time or by location. Keep all of your revenue.
  • One Time Login – whether the passcode is valid for one hour or 6 weeks, once activated by the client, there is no need to login repeatedly.
  • Manage access – hotel administrators create meeting room passes to restrict HSIA access to recognized clients. Passcodes ensure the hotel capitalizes on revenue opportunities.
  • Passcodes can be created well ahead of the planned event, and can be conveniently managed on the GlobalSuite Admin Console web interface.
  • Separate guest room and meeting room networks protect the security of the network, and ensure usage revenues are maximized.
  • Bandwidth management – Ensure quality HSIA by allocating as much bandwidth as needed, where it's needed, in the conference rooms.
  • Public IP – take control over the distribution of your ISP's Public IP pool.
  • Meeting services allow you the flexibility to reserve Public IPs specifically for conference clients, and then free them up for guest rooms when not needed.

Guest-Tek is your single source for convergence in hospitality contact us today to find out how quickly you will see a return on your investment.

Keywords: Call Center

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