Commitment to 10 Hotels
Software Selected to Strengthen Customer
Loyalty, Overall Guest Satisfaction
|SEATTLE—April 11, 2006—Diversified Computer Corp. (DCC), maker of GuestWare,
the lodging industry’s leading customer relationship management (CRM) system,
has announced that Merritt Hospitality LLC will install its software in
three of its full-service Hilton properties. GuestWare already has been
successfully implemented at seven full-service Marriott hotels and one
Renaissance property managed by Merritt.
The three Hilton properties that will be adding GuestWare include: the Hilton Long Beach, Long Beach, Calif.; Hilton Indianapolis North; and Hilton Sonoma County, Santa Rosa, Calif. Staff at the Hilton hotels will use GuestWare to track every guest incident, complaint and their resolution.
“The decision to implement GuestWare at the three properties was an easy one for us,” says Hal Cook, regional vice president operations of Norwalk, Conn.-based Merritt Hospitality. “I have worked with GuestWare at other properties for more than 10 years and have seen how it can effectively help resolve problems. It is a proven and cost-effective program that will help our hotels eliminate service deficiencies and improve overall guest satisfaction.”
Using GuestWare, hotel staff will be able to log detailed incident information including guest name, room number, incident type, how the incident was resolved, who resolved it and whether compensation was provided to the guest. GuestWare incident reports will enable managers to identify the top 10 incident types as well as problems by room. With this information in hand, service quality can be improved and recurring issues can be eliminated.
“GuestWare does a lot of different things related to hotel CRM but these hotels are focusing on where we got our start—problem resolution, defect tracking and process improvement,” says Mike Benjamin, vice president of Seattle-based DCC. “A perfect stay without problems is still a great way to build loyalty.”
The Merritt-managed properties already using GuestWare include: the Atlanta Marriott Norcross, Norcross, Ga.; Atlanta Marriott Northwest, Atlanta; Baltimore Marriott Hunt Valley Inn, Hunt Valley, Md.; Boca Raton Marriott at Boca Center, Boca Raton, Fla.; Detroit Airport Marriott, Romulus, Mich.; Detroit Marriott Southfield, Southfield, Mich.; Fullerton Marriott at California State University, Fullerton, Calif.; and the Renaissance Fort Lauderdale, Fort Lauderdale, Fla.
About Merritt Hospitality, LLC:
Merritt Hospitality, LLC, Norwalk, Conn., is an independent hotel management company and a wholly owned subsidiary of HEI Hospitality. Its management portfolio includes 30 hotels representing brands including Embassy Suites, Hilton, Holiday Inn, Marriott, Radisson, Renaissance, Sheraton and Westin. For more information, go to www.smilezzzz.com or call (203) 849-8844.
GuestWare provides property and enterprise CRM solutions specifically to the lodging industry with more than 15 PMS interfaces and more than 700 hotel customers. GuestWare enables hotels and management companies to streamline and enhance service delivery and guest recognition processes. GuestWare was the first company to develop a comprehensive Rapid Response problem resolution system integrated with guest recognition and essential to successful customer relationship management.
GuestWare is developed, marketed, implemented and supported by Diversified
Computer Corp., Seattle. GuestWare’s suite of software products includes
Enterprise, Guest Recognition, Rapid Response, Incident Tracking, Facilities
Maintenance, Comment Card Tracking and Communication Server. For more information
about GuestWare, go to www.guestware.com,
or contact Mike Benjamin at (888) 504-8378.
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