Operations Background In Bukit Vista
As a leading company in hospitality services, Bukit Vista’s reservation and hosting team works all 7 days of the week to give guests the best experience possible. Their work doesn’t stop when guests book accommodations but continues even after the guests leave its accommodations. While on their stay, it’s common that guests will ask for help regarding problems they faced, inconveniences, or other requests such as transportation, tickets, cleaning, etc.
In a day, there are multiple requests that need to be handled by the Bukit Vista hosting team, in which each of them can be requested by different guests, at different times, at different properties with different purposes and conditions. With limited team members, handling up to 50 guests checking in each day can be quite a handful, since the operations team works in a fast paced environment to try to keep guests happy by having a fast response time to their inquiries.
Transportation requests integration with slack
One of the most common requests that the operation team handle every day is a guest’s request for transportation. Bukit Vista can help arrange transportation from the airport to their accommodation vice versa, and also a pick-up service from anywhere to help our guests with the transportation needs by contacting partner drivers and see if they can provide a service for the guests.
It might sound simple at first, but in reality there’s a lot of steps to go through to arrange a transportation service. The first one is filling in guest’s details such as drop off point, arrival/pickup time, guest amount and many more. After that, the operation team have to negotiate the price with drivers, or by cross referencing multiple tables on different platforms to find the correct price. Finally, the operation team wait for confirmation from our partner drivers to see if they can take the order. Here is an illustration of the process in the image below.
As you can see a lot of work needs to be done just for handling one request, imagine doing this multiple times in a day while also handling other types of requests and problems that our guests has been experiencing.
Result & Impact
As you can see from the picture above Gerald’s tool is able to be implemented and help the guest have a much smoother process from booking their place to arriving in their accommodation, ensuring a delightful stay.