Resource Technology Management
950 North Orlando Avenue, Suite 180
Winter Park, Florida 32789
 
Ph: 407-998-8020
Fax: 407-998-8001
Resource Technology Provides Hotel Guest Support

> We Deliver Results:
Resource Technology Management’s word-of-mouth reputation is for
delivering results! RTM currently assists over 1,500 properties
nationwide and internationally and
has built lasting relationships with
our 48 management companies;
our first client from 1993 is still our client!

> Our Clients Include:
Driftwood Hospitality
Island Hospitality
Mckibbon Hotel Management
Vista Host
Chartwell Hospitality

Hotel Guest Internet Support (HSIA)

 

Since 2003, RTM has provided hote guest support and management to many of the best known hotel ownership / management companies in North America.

RTM assists over 26,000 hotel guest rooms providing Tiers 1-3 with 24/7/365 guest user support. For RTM, connectivity is not enough. Our USA based english speaking tech support team's overwhelming focus is to provide superior hotel guest tech support to ensure excellent guest scores. After all, happy guests provide the best guest scores!


Hotel Internet Support Questions & Answers
Please review a cross section of our Service Level Agreement below:
  TIER 1 and TIER 2 Hotel Internet Guest Support
  Arrow 24 / 7 / 365 hotel guest internet coverage (Including Holidays)
  Arrow Assist with connectivity of guest internet device to HSIA equipment to
include checking basic configurations of guest PC
  Arrow

Identify hotel internet equipment issues and provide management of HSIA
equipment, i.e. gateway, access points and switches
  Arrow Assign static internet protocol addresses (IP) and support Virtual
private network (VPN) issues
  Arrow 90% of calls answered by Help Desk within 180 seconds of Queue
initialization by the Interactive Voice Response Unit (IRVU)
  Arrow Expected abandonment rate is < 8%
  Arrow 1st and 2nd level Hotel Guest Support will be handled by a professional
national call center under direct management of RTM TIER 3 Internet Guest Support
  Arrow 3rd level Tech Support is provided within 24 hours of the incident,
8 AM to 8 PM EST, normal business day, by RTM personnel
  Arrow RTM will use diagnostic utilities to determine network failure
points and send outage alerts via support monitoring system
  Arrow Work directly with manufacturer or vendors regarding equipment
deficiencies
  Arrow Troubleshoot network latency, device and signal issues and work with
the Internet Service Provider (ISP) as needed
  Arrow Support nonstandard operating systems (OS), VPN software and
integrated network utilities
  Arrow Support meeting room network devices, such as routers, VoIP and
video conferencing
  Arrow 4th level Guest Tech Support is provided within 12 hours of the
incident, this is deemed as Network Outages
  Arrow RTM will track support tickets and proactively analyze information
to determine cause of issues and propose action to rectify
  Arrow RTM will own all knowledge base data developed under this agreement
    TM, with the approval of the hotel, will issue work orders when
hands-on assistance is required to complete an incident report
  Arrow Provide suggestions to assist hotel/management with implementing
upgrades or equipment replacements when deemed beneficial

 


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