Golden Peak Hotel & Suites
Revolutionizing guest communication through spreadsheet automation
Overview
Golden Peak Hotel & Suites, a premier hospitality destination in Cebu City, faced challenges with their guest communication system. Manual processing of guest messages was time-consuming, prone to errors, and often resulted in delayed responses.
ArcherWeb Automation developed a custom spreadsheet solution that automatically sorted guest inquiries and integrated with a Viber chatbot, dramatically reducing manual workload while improving response times and guest satisfaction.
The Challenge
Golden Peak Hotel & Suites struggled with an inefficient guest communication system that relied heavily on manual processes:
- Response times varied greatly, sometimes taking hours due to backlogged messages
- No centralized record of guest communications made follow-up inconsistent
The Solution
We created a customized spreadsheet automation solution that transformed their guest communication workflow:
- Developed an integrated Google Sheets system that automatically captured guest messages
- Implemented intelligent sorting algorithms to categorize and prioritize inquiries based on urgency and type
- Created an automated integration with Viber for immediate guest response
Implementation Process
Our approach focused on creating a powerful but user-friendly solution that would integrate with the hotel's existing systems:
Discovery & Analysis
We began with a comprehensive analysis of the hotel's existing guest communication workflow, identifying bottlenecks and opportunities for automation. We collaborated with staff to understand their specific needs and the types of guest inquiries they typically handle.
Custom Spreadsheet Design
We designed a sophisticated Google Sheets system with custom scripts that could automatically capture guest messages from multiple channels. The spreadsheet included intelligent categorization algorithms to sort inquiries by type.
Viber Bot Integration
We developed a custom integration between the spreadsheet system and a Viber chatbot. This allowed for immediate automated responses to guests based on their inquiry type, with seamless handoff to staff for more complex issues.
Dashboard Creation
We created an intuitive dashboard that gives staff a real-time overview of all guest communications, highlighting urgent matters and tracking resolution status. This makes monitoring and managing guest requests simple and efficient.
Training & Handover
We provided comprehensive training for the hotel staff, ensuring they were comfortable using the new system. We also delivered thorough documentation and offered ongoing support to address any questions or issues that arose after implementation.
Technology Used
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