At Microsoft Partner Awards
MIAMI — AUGUST 11, 2004 — HotSOS, a new Internet-based hotel-management and guest-services-enhancement system designed and recently introduced into the marketplace by M-Tech, already is being recognized as an effective tool for increasing customer satisfaction — and by no less an authority than the world’s most recognizable technology company, Microsoft.
HotSOS, which stands for Hotel Service Optimization System (and is pronounced hot sauce), recently was awarded two Microsoft Partner Program Awards: the Microsoft Award for Customer Experience and the Microsoft Award for Winning Customers. Instituted this year to recognize exceptional customer service that contributes directly to customer satisfaction, the awards were presented during the Microsoft Worldwide Partner Conference, held in Toronto July 11-13. Each award is presented to 35 winners around the world; hotSOS was one of the only applications that won both awards.
“We are honored that hotSOS was part of this achievement,” said Luis C. Segredo, President of Miami-based M-Tech. “To receive accolades from Microsoft for hotSOS, as we have in the past for Espresso!, another M-Tech application that won the Microsoft RAD Award, is both exciting and gratifying.”
M-Tech designed hotSOS to work as a managed solution for hotel enterprises and individual hotels alike. The system takes quality-management processes — such as guest profiling and recognition, guest incident reporting and tracking, guest call center management, rapid response, work orders, and preventive maintenance – to the next level in a centralized, easy-to-use and affordable ASP. This not only eliminates the need for purchasing and maintaining onsite servers, hardware, and software, but it frees up more time for managers and staff to do what all hotels must do to ensure return business: Take care of their guests and help them feel at home.
“While there are many solutions on the market that can help track guest complaints or log incidents, the real challenge is to find an enabling technology that gets a hotel team working together better, smarter and faster,” Segredo said. “The traditionally labor-intensive processes of guest response, work-order management and preventive maintenance can all be handled more efficiently and consistently today by employing a good quality management solution.
“HotSOS takes this concept to the next level by tying the whole enterprise together; allowing hotels to share both information and best practices in real time and giving brand and corporate managers better insight into operations,” he said. “Providing a consistent guest experience, better guest service during each stay, and increased quality levels through hotSOS will keep guests coming back again and again.”
The bottom line of the philosophy behind hotSOS, he said, is to enable M-Tech’s customers to satisfy their customers—and, thus, enhance their bottom line.
“We’re in the business of satisfying our customers’ customers—hotel guests—by enabling hoteliers to provide a better product and be more responsive to guest needs,” Segredo said. “As a .NET solution, hotSOS enables us to offer a best-of-breed solution with a lower total cost of ownership. As an enterprise application, hotSOS opens more possibilities for our customers—and because it stores data from multiple hotels and guest stays and makes it available in one place, many are looking at hotSOS as the operational arm of their customer-relationship management initiatives.
“The market is responding very favorably to the hotSOS philosophy,” Segredo added, “and we are very excited about what it can offer our customers into the future.”
|Also See:||Guests at the Hilton London Metropole Just a Phone Call Away From Immediate, Personalized Care With MAGIC (Managing All Guests’ Incoming Calls) and M-Tech’s Espresso! Rapid Response System / October 2003|
|Town and Country Resort & Convention Center Leverages M-Tech Espresso! Rapid Response System to Enhance Guest Satisfaction / September 2003|
|Mohegan Sun Leverages Espresso! Rapid Response to Gain Service Upper-hand / April 2003|
|Gaylord Palms leverages M-Tech’s Espresso! Quality Management Solution to Extend Award-winning Guest Service / July 2003|
|M-Tech Partners With PRPRO / April 2003|