Dedicated Operations Team
The Gold Strand management team concentrates on daily operational issues and staffing requirements. As occupancies and seasons change, each location staff is adjusted according to the demand of the hotel. This takes a great deal of effort, as different times of the year require different demand for languages and trained staffing levels. The team also focuses on handling issues due to weather and service outages as well as refunds for clients should an inconvenience arise.
Guest satisfaction assurance
This department focuses on the quality and satisfaction of service that the hotel guest receives from Gold Strand. They contact guests who use our services to ensure that comments or concerns are handled in a proactive manner.
The team creates a daily report log of all communication and any negative comments are reported to the management team immediately for adjustment and improvement. Anything from the temperature of the internet center, signage, cleanliness, lighting or general service comments.
Operations support center
The operations team provides first level support to all centers and Gold Strand guest service. They are responsible for issuing reposition tickets in case of lower internet speed quality, creating Wifi access codes for hotel guests, loading cell phones with outgoing calling credit, etc…
The operation center also receives and assigns technical support requests in real time based on priority. The goal is to ensure that all technical problems are resolved within 4 business hours, 365 days a year.The center is open from 9am to 11pm, seven days a week.
Technical infrastructure
Service availability is a major responsibility. That is why Gold Strand houses its servers in a dedicated data center located in Montreal, Canada. This helps ensure that the accuracy of the billing system, ticket system, inventory control system and Wifi system are always available. The data center has a guaranteed availability of 99.98% up-time. The bigger Internet/Business Centers have 24-hour recording IP cameras that store images for up to 100 days. These cameras are used to monitor employee behavior, investigate incidents and protect the equipment located inside each center.
The various partnership agreements set in place with telecommunication companies assure that the services Gold Strand provide are available in almost all areas of the hotel. If for some reason there is a weak Internet or cell phone signal, repeaters are installed to boost signals to satisfactory levels.
If there is a technical support issue a unique ticket is created by our operations staff in our system, which allows management in real time to track the progress of the request. At the conclusion of the support ticket the customer will sign a document verifying their satisfaction of the technical support resolution. When the document returns to our offices the quality assurance department contacts the client to follow up and receive feedback.
Inventory and logistics management
Managing a large number of rental equipment can be quite a headache for a hotel. That’s why Gold Strand makes it an easy decision by handling all the inventory, marketing , billing, money collection and customer service support for all of its rental equipment.
With several hundreds of cell phones, laptops and internet aircards in its inventory, Gold Strand has cutting-edge inventory management software to locate and track its equipment at any given moment.
The computerized system gives management and supervisors the ability to quickly locate any device in the Gold Strand inventory.
A key feature of this platform is the ability for hotel guests to pre-reserve equipment online before the guest’s arrival. This platform allows Gold Strand to maintain devices that are worn out from normal wear and tear.
Since Gold Strand shares its revenues with the hotel, dedicated staff visit each center to physically verify the inventory in each location and compare the inventory to the reported revenues. This ensures all revenues collected and reported in the company are accurate.
Groups and Special requests
As each hotel chain operates and caters to different markets, Gold Strand is prepared to meet the needs of special events or groups. The group co-coordinators’ sole responsibility is to handle the small and important details of arriving groups. They pre-arrange all the logistics and arrival information of the group as well as being onsite should the group need any special assistance. This gives the arriving group one point of contact from beginning to end.
On-site guest service and technical support
The backbone of the Gold Strand team is its on-site guest service representatives and technicians. Each hotel guest is greeted and attended to personally by a Gold Strand representative. In the event of an issue bilingual technicians are available to assist guests with their concerns. This gives your hotel management team peace of mind that all issues are resolved directly with the hotel guest, not with reception and public relation staff of the hotel who are busy with hotel operations and are not trained to deal with these types of issues. We understand the hotel guests are on vacation, and the staff does its best everyday to make sure the hotel guests experience in the internet center is an enjoyable one. The guest service staff is routinely scored on their performance to ensure guests’ receive good quality of service.
