Provide Winning Guest Service at 11 Hotels
System-wide roll out of MTech’s Internet-based guest-response system exclusively
enables the company to consolidate operations of 11 property-based PBX
operations to an offsite, centralized Guest Call Center facility
Grisar said the company’s plan is to install HotSOS beginning with the Santa Fe Station Hotel & Casino, which went live in May, and adding a property every two weeks. Once the HotSOS roll out is complete, training will begin on the PM module, which already is in use at Red Rock Casino, Resort and Spa.
In conjunction with the HotSOS roll out, Station Casinos also is migrating its entire property PBX operations to its new state-of-the-art Call Center. The facility, opened in December 2007, serves as headquarters for Station Casinos’ Centralized-Reservations operations for all 11 hotels. Beginning in June, the PBX team from the Santa Fe Station Hotel & Casino will move to the offsite facility. Every two weeks thereafter, an additional property’s PBX team will relocate to the Call Center with completion due for September 2008.
“Only HotSOS can work in tandem with remote PBX operations to support an enterprise of this magnitude,” said MTech President Luis Segredo. “Data from 11 individual hotel property-management systems will be brought together at the Call Center for seamless operations. Guest requests will be entered into HotSOS by the hotel’s proprietary PBX operator, and then dispatched -- via a wireless device like a pager or cell phone -- to the Team Member at the specified property responsible.
“By making our team members jobs easier through the usage of HotSOS, they will in turn be able to provide heightened, superior level of service to our guests,” Grisar said.
“Thanks to MTech and HotSOS, Station Casinos’ is leveling the playing field by providing a winning experience for all – the house wins and so do our guests – every time,” he said.
About Station Casinos Inc.
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