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Golf Resort Uses Automated Task Management to Route Requests to Staff, Track Incidents

Callaway Resort & Gardens is a full-service golf and spa destination

Callaway Resort & Gardens, a full-service golf and spa destination, has gained efficiencies and insights from using an automated task management  solution to route requests to staff and to track recurring incidents for preventive maintenance.

“Guestware does an excellent job of taking, recording and directing guest and staff requests at Callaway Gardens. But for me, it is all about Guestware’s analytics,” said Marc B. Bauer, vice president, Resort Operations for Callaway Resort & Gardens in Pine Mountain, Ga.  Callaway is a 670-room full-service destination that offers a spa, two 18-hole golf courses, a lodge, cottages and many activities and attractions.  Guestware is a cloud-based guest-service and rapid response solution provider for hotels and resorts.  

Callaway implemented the Guestware Select solution designed for hotels that want to streamline guest service and maintenance procedures but don’t require a PMS interface.

The system automates incident tracking and rapid response for guest requests and staff assignments. When a guest requests service or has a problem, the system automatically directs the request to the appropriate and available staff or department. Guestware records and categorizes all requests and generates reports that identify recurring incidents and request types that help trends in service quality.

“Every morning I get a Guestware Executive Summary Report with a detailed list of the past 24 hour’s incident activity,” said Bauer. “I also get a ‘Recurring Incident Report’ that lists repeat issues for the same room. This shows me where I may need to budget for preventative maintenance or asset replacement. I also review our ‘Open Ticket’ report. This tells how long it takes staff to respond to issues. It also spotlights specific incidents that need continued attention. This shows us where to focus our team’s attention.”  

Bauer noted Callaway’s Guestware system monitors open guest requests and maintenance work orders and automatically escalates their importance if they remain unresolved for a specific length of time. “If a ticket remains open beyond a set period of time, Guestware sends an email to the resort operations manager. This is just one example of how the system keeps our team on task to provide the best guest service and maintain Callaway up to our high standard.”

Founded in 1990, Guestware focuses on elevating the guest experience for hotels and resorts. Guestware works with select and full-service hotels and resorts in more than 70 countries and has more than 1,600 implementations worldwide.    

For more than 65 years, Callaway Resort & Gardens has provided “a place of relaxation, inspiration and a better understanding of the living world” for millions of visitors. Owned and operated by the non-profit Ida Cason Callaway Foundation,  the Callaway features a butterfly conservatory, discovery center, chapel, inland beach, nature trails, and special events throughout the year. 

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