GLpro Champion

The champion for the GUESTLINKPRO system will be responsible for overseeing and optimizing the performance of all the modules within the system. We highly recommend that this role be assigned to a top-ranking hotel manager who has jurisdiction over all hotel departments, e.g Operations Manager, Deputy GM, Resident Manager or GM. As the champion, their primary role will be to ensure a smooth running and coordination of the system to enhance the overall guest experience. Here are the key responsibilities and expectations of the champion:

1. System Implementation: The champion will lead the implementation of the GUESTLINKPRO system across the hotel, working closely with the IT department and relevant stakeholders to ensure a successful rollout. They will oversee the installation, configuration, and integration of the system with existing hotel processes and infrastructure.
2. Training and Support: The champion will be responsible for training the hotel staff on how to effectively use the GUESTLINKPRO system. They will conduct training sessions, provide user manuals and guidelines, and offer ongoing support to address any questions or issues that arise. The champion will serve as the main point of contact for staff members requiring assistance or further training.
3. Performance Optimization: The champion will continuously monitor the performance of each module within GUESTLINKPRO to ensure optimal efficiency and effectiveness. They will analyze data and reports generated by the system to identify areas for improvement and take proactive measures to address any shortcomings. The champion will collaborate with department heads and team leaders to implement strategies that enhance service delivery and guest satisfaction.
4. Escalation Management: In the Guest Link module, the champion will oversee the escalation process for unresolved guest issues. They will ensure that department heads are promptly notified if the allocated time for issue resolution is exceeded. If necessary, the champion will escalate unresolved issues to senior management to ensure timely resolution and prevent any negative impact on guest experience.
5. Guest Relations Enhancement: The champion will work closely with the Guest Relations staff to improve guest feedback collection and response processes. They will encourage staff to actively seek feedback from guests and use the system’s features to rate and address concerns promptly. The champion will ensure that adverse ratings or significant feedback are immediately escalated to the relevant department heads for immediate attention and follow-up with the guest if required.
6. Communication and Collaboration: The champion will utilize the Communication module to facilitate effective communication and collaboration among system users. They will ensure that notifications related to respective areas of operation are properly generated and received by the relevant section heads and department heads. The champion will encourage staff to utilize the internal communication thread board to share information, seek assistance, and promote a culture of collaboration.
7. Monitoring and Reporting: The champion will regularly review the reports generated by the system’s reporting module. They will analyze the data to assess the performance of different sections, departments, and individual users. The champion will identify trends, patterns, and areas of improvement to guide decision-making and strategic planning. They will share relevant reports with senior management and other stakeholders to demonstrate the system’s impact on guest experience and drive continuous improvement.
8. System Maintenance and Upgrades: The champion will collaborate with the IT department to ensure the proper maintenance, security, and periodic upgrades of the GUESTLINKPRO system. They will stay updated on the latest system features, patches, and enhancements, and assess their potential benefits for the hotel. The champion will work with the IT team to implement necessary upgrades and ensure the system remains functional, secure, and aligned with the evolving needs of the hotel.

By fulfilling these responsibilities, the champion will play a crucial role in maximizing the benefits of the GUESTLINKPRO system, enhancing service delivery, and ultimately improving the overall guest experience in the hotel.