sky software Sky Horizon Quality Management System Introduction System Components Expanding Horizons

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1 sky software Expanding Horizons Sky Horizon Quality Management System 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 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

2 The Big Picture 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. Guest-facing/UI Online G-Link (Guest link) portal. Multilingual user interface. Interactive voice response IVR system. Guest mobile application. 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) Advanced Features Intelligent workflow dispatching for guests and interdepartmental 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, , wireless PBX phones, and smart phones. Guests based messages (via SMS and s) 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. 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. 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.

3 QMS Workflow 1: Guest Requests over Telephone QMS Workflow 2: Job Request by an Employee

4 QMS Workflow 3: Event-driven Job Requests QMS Workflow 4: Job Requests based on Guest Preferences

5 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.

6 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. References 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 +962 (6) (6) 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.