# 1 in ease-of-use. Guest Service Interconnectivity. Made by hoteliers, for hoteliers.

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1 The voice of the hotel # 1 in ease-of-use. Guest Service Interconnectivity. Made by hoteliers, for hoteliers. An intuitive guest service management software for hotels.

2 Table of Content Guest Service Management: Progressive Hotel Interconnectivity Hospitality Facts: Instant Guest Recovery Customer Service Automation: Better Guest Services. Faster Recoveries Desktop Platform: Enhanced Hotel Communication Hotelier Mobility: Smartphone and Tablet Ready Angel - Guest App: An App for them Guest Recovery Workflow: Bulletproof Follow-ups Comparative Report: Multi-Hotel Stats, Trends and Data Environmently-Friendly: Adopting earth-friendly tools for your hotel What Makes Us Different: We are Techs That Love Hotels Benefits: A Service Full of Advantages Next Steps: Multi-Hotel Stats, Trends and Data

3 Guest Service Management Progressive Hotel Interconnectivity Pass On Packages Guest Survey Hotel Staff Incidents Preventive Maintenance Guest Requests Reports Lost & Found Multi-Hotel Management What is Guest Service Management? Guest Service Management Software (GSMS) manages, tracks and responds to in-house guests activities in real-time. GSMS provides an efficient internal communication environment, between departments and externally with guests. GSMS is the ideal tool that allows hoteliers to increase customer loyalty by reacting in real-time to requests and assessing guest behavior-patterns. Guest Recovery Workflow (GRW) is an integral component of GSMS service. GRW is a status-based program designed to categorize, assign and follow up on incidents as a method to improve response-time targets and hotel customer satisfaction goals. Nuvola s GSM improves key service indicators and increases repeat-guest stays and allows decision-makers to take action based on factual hotel trends.

4 Hospitality Facts Instant Guest Recovery 8% 59% 70% It takes 12 positive experiences to make up for one unresolved negative experience. Technology provides the necessary tools to understand your customer service patterns. Increase Customer Loyalty Hospitality review systems address guest incidents after the fact allowing the guests to depart your hotel dissatisfied with their hotel experience. There is much to learn about guests by understanding what they appreciate about your services and facilities. At what stage in technology adoption curve will you implement a GSM tool? 3 in 5 guests would try a new hotel brand for a better service experience Paper vs. Digital Take immediate action Know your guests Resolve a complaint in the guest's favor and in a timely manner and they will stay with you again 70% of the time *Source: Marketing Metrics *Source: American Express Survey, 2011 *Source: Customer Experience Impact Report by Harris

5 Customer Service Automation Better Guest Services. Faster Recoveries. ESCALATION MANAGEMENT All issues are addressed and prioritized based on duration and severity. REAL-TIME INCIDENT NOTIFICATION Achieve all your Guest Service Management Objectives GUEST SERVICES Improve Your Guest Recovery Response Time. CUSTOMER LOYALTY Increase your frequent guest stays. GUEST SATISFACTION ORIENTED Successfully resolve issues while Guests are in-house.

6 Services Enhanced Hotel Communication For Desktop Access One comprehensive dashboard that provides a clear visual of what is happening in your hotel at all times. Real-time event notifications with customized scalability for follow up on activities. Schedule Preventive Maintenance work-orders, assign future requests while collaborating with multiple team-members to resolve incidents.

7 Hotelier Mobility Smartphone and Tablet Ready For Your Team Create, review and assign service requests remotely. Enable your team with mobile access to view and resolve hotel activities Real-time updates on service requests translates into increase in customer service standards. Request digital signature from guests when delivering packages and lost & found items.

8 Angel Guest App An App for them For Your Guests Allow your guests to skip the phone call with Angel. Guests can rate your hotel during their stay, allowing you to celebrate "happy guest" reviews and address potential issues. Always staying connected with guests strengthens customer loyalty.

9 Guest Recovery Workflow Bulletproof Follow-ups Pending Team-members: log all events Completed Team-members: resolve events as planned Closed Supervisors review and close events Properly track service requests Complete incidents on-time Ensure Guest satisfaction is met Benefits Your service requests are resolved as planned Your key service indicators are tracked Your departments work in sync Your team enjoys anywhere access Your Guests are happier! Categories Events On-Hold Future Preventive Maintenance

10 Comparative Report Multi-Hotel Stats, Trends and Data For Groups Standardized your Guest Service Management procedures across all your hotels. GUEST SATISFACTION METRICS COMPANY-WIDE PRODUCTIVITY SNAPSHOT CUSTOMER LOYALTY TRENDS Comprehensive Reports Compare service indicators between hotels Review global guest issue patterns Set incident recovery goals by hotel

11 Environmentally Friendly Approach to Customer Service The core idea is to maximize customer value while minimizing waste. Simply, lean means creating more value for customers with fewer resources. A Green Alliance A commitment to adopting earth-friendly tools for your hotel.

12 What Make Us Different We Are Techs That Love Hotels Intuitiveness Employee turnover Easy training and deployment Appealing user interface Friendly approach to technology Affordability Enjoy on-going software upgrades and stay current on new industry tools and improved functionality Adopt a SAAS model that constantly betters your guest service operation Work smarter while reducing your hotel s carbon footprint

13 Benefits A Service Full of Advantages Efficiently track incidents and hotel activities from one dashboard Provide your guests with an app for service requests management Schedule your preventive maintenance program Manage your MOD and Shift Pass On report digitally Keep your operation centralized and your departments synchronized Track your packages and lost & found items Access your Nuvola from any smartphone or tablet Set up your automatic alerts for incidents and stability notifications Schedule VIP greeting calls Nuvola is the most intuitive guest service software for hotels Nuvola is cloud-based Nuvola has zero infrastructure costs Nuvola will have your staff trained and your account up and running in less than an hour

14 Next Steps What happens next? STEP TWO TRAINING Formats: Physical or Online Trainings (1-hour per session) STEP ONE ACCOUNT CONFIGURATION CALL Assign a Nuvola Champion Review Account Customization STEP THREE FOLLOW UPS Review Response-Times Evaluate User Adoption

15 Thank You! 110 East Broward Blvd Suite 1700 Fort Lauderdale, Florida