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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
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