Interface Improves Guest Service
and PAR Springer-Miller Systems SMS|Host property-management
system makes guest satisfaction “automatic”
|MIAMI —NOVEMBER 4, 2005 — MTech has finished
certifying a new XML interface between its HotSOS (Hotel Service Optimization
System, pronounced “hot sauce”) application and the PAR Springer-Miller
Systems SMS|Host property-management system.
The interface automatically sends requested data about guests who are checking into a hotel to HotSOS, which automates workflow and guest incident tracking. HotSOS also wirelessly connects service staff to each other, guests, groups and meeting planners for unmatched, personalized, prompt service.
“The interface sends guest information in real time from SMS|Host to HotSOS’ centralized servers using XML messaging from SMS|Host’s SMS|Diplomat server and HotSOS XML connectors,” said Luis C. Segredo, president of MTech. “For hotels using the two systems, it means having real-time access to guest information from the HotSOS user interface, and it means being able to trigger the delivery of services or amenities automatically in HotSOS based on events that occur in SMS|Host.”
For example, if a hotel has a VIP guest who is to receive a flower arrangement, when a room is assigned in SMS|Host to that guest, an order is triggered to deliver the flowers. Upon arrival, however, the guest might ask to receive a different room. When that information is entered in SMS|Host, the interface automatically alerts HotSOS, which triggers a request to move the flower arrangement. Another example is when guests call into the guest call center. Agents have real-time access to guest information from this and prior stays right from HotSOS, giving them the ability to recognize the guest and their needs without having to bounce between applications.
“The interface ensures greater guest service and efficiency and makes it difficult to lose track of amenities or guest requests,” Segredo said.
“Receiving systems, such as HotSOS, can pick and choose what guest information they want to receive,” said Brian Campbell, senior product specialist with PAR Springer-Miller Systems. “If HotSOS wants to receive more information, it could send a message back to SMS|Diplomat requesting additional details.”
“The interface assures the timely delivery of real-time information to people who need it to ensure guest satisfaction”, Campbell said. “It also makes it easier to communicate among hotel staff members without relying on phone calls, pagers or re-keying information into a separate computer system”.
According to Segredo, MTech and PAR-Springer-Miller Systems have been building interfaces together for some time.
“I’m glad to see that through this new central interface, we have cooperatively developed a way to seamlessly transmit data back-and-forth in real time,” Segredo said. “This interface between SMS|Host and HotSOS epitomizes the ability to use open technologies and standards to improve guest service.”
“The true winners in this relationship are the hotel staff and their guests,” he said. “Since there is no costly custom development needed for our two systems to communicate, all end users significantly benefit. We value our ongoing relationship with MTech, as much as our customers value the interfaces and technologies that we continue to develop together.”
The interface is scheduled to be deployed in about a dozen hotels that use PARSpringer-Miller’s SMS|Host PMS and MTech’s HotSOS.
About PAR-Springer-Miller Systems
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