Hotel Online
News for the Hospitality Executive

.
 

Montage Beverly Hills Among First to Benefit
 from MTech/MICROS OPERA Integration

Linking MTech’s HotSOS with the MICROS OPERA PMS creates a seamless service-oriented
 architecture in which guest requests are quickly satisfied
 

Beverly Hills, Calif. — January 13, 2010 —Montage Beverly Hills, a luxury boutique hotel located near Southern California’s most celebrated neighborhood, is among the first to deploy a new level of integration from Miami-based MTech and MICROS Systems, Inc. that provides a seamless and data-redundancy-free solution to satisfy guest requests and expectations.

MTech is a leading developer of Software as a Service (SaaS) products aimed at improving service and efficiency for the hospitality industry. Its HotSOS (pronounced “hot sauce”) solution now integrates with the MICROS OPERA Property Management System (PMS) to provide a historic approach to moving guest data back and forth. The key, officials report, is in use of a unified system to avoid launching multiple hotel systems at once. HotSOS enables hotels to reduce costs while maximizing and streamlining guest-service processes, such as guest requests and incident tracking/reporting, rapid-response internal defect reporting, and preventive-maintenance workflows. MICROS is a leading provider of information technology solutions for the hospitality and specialty retail industries.
 
“This allows hotels to have two ‘best-of-breed’ applications working as one and saves them the need to launch multiple applications at once,” said Luis Segredo, president and co-founder of MTech. “It provides instant, direct access (within OPERA from 10 different screens) to guest-request and -history information with no data replication. Hotel staff now can better anticipate guests’ needs, experiences and requests, and provide solutions to them before they arise.”
 
“MICROS OPERA is a robust PMS,” said Adam Jones, IT Manager at the 201-room Montage Beverly Hills. “It combines with more than 70 applications at the luxury property, including reservations system, rate-management system, and front- and back-office systems. The HotSOS/OPERA integration focuses on the total guest experience – from the front desk to rooms management to guest profiling.

“While OPERA is the heartbeat of the hotel, HotSOS listens to the guest, guestroom and front-desk,” Jones said. “The PMS stores a wealth of guest-history information while HotSOS has a complete record of special requests made by the guest during a stay. HotSOS listens to the guest history and expedites his or her needs to service staff via hand-held technology. The result is a robust profile on what the guest wants and needs.”
 
For example, if a guest prefers to have two or more pillows based on the history stored in OPERA, then HotSOS tells the staff to place the pillows prior to check-in, and likewise for any special amenities or preferred items. In the same fashion, special requests made by the guest during a stay and expedited through HotSOS are seamlessly sent to OPERA to paint a real-time picture of likes and preferences.
 
“If a guest has had an engineering toilet-flush issue during his or her stay, then the integrated system alerts managers and staff of it and the issues are checked to avoid making the same mistake twice,” Jones said. “What you wind up having is not just the speedy solving of problems, but the elimination of them. And the upshot is a lot of repeat business.”
 
How HotSOS works. According to Segredo, HotSOS starts helping a hotel by interfacing with its PMS. On a daily basis the PMS provides a list of arrivals. HotSOS runs several checks to see if these guests have stayed at the property before and if they had requests.
 
“If guests have special requests from prior stays, HotSOS sends those requests in arrival reports, or it can create service orders to fulfill the requests upon events like room assignment or check-in,” Segredo said. “These are then automatically sent to the appropriate department or individual who fulfills them. All of this occurs with the feed of data coming in from the PMS.”
 
The HotSOS system communicates directly with staff via hand-held technology -- an iPod or a cell phone, for example. It also relays back to the PMS key information in an instant when attendants log the completion of their task.
 
According to Jones, who has worked with HotSOS at other hotels, the system is easy to use: “HotSOS is the cutting-edge technology in ticketing solutions to guest requests and needs. And it’s easy on the eyes – it uses icons and touch-screens to make it easy to use. MTech also offers excellent training and support.
 
“HotSOS divides tasks and is very robust for the topography of how you want to solve problems,” he said. “Tasks are sent out to managers and staff via a Blackberry [for example]. If a given staff member is closer to the problem, he or she solves it and logs the information into the system. It allows managers to expedite tasks from a computer screen.”

About MTech

Since 1993, MTech has developed and installed solutions to help hotels work smarter — not harder. The company serves more than 1,800 hotels in over 40 countries.  Focused on improving guest service by improving efficiency, MTech offers HotSOS, PMWorks, REX and now Libra OnDemand. All MTech solutions today are enterprise level, SaaS solutions that offer maximum value with limited investment.  MTech also provides consulting and training services to help customers achieve maximum value from their investments.  It serves its customers from data centers in Miami, Las Vegas and Hong Kong, and its company headquarters are in Miami. For more information on the company, please visit www.m-tech.com.

.
Contact:

Luis Segredo
President
MTech
Tel: (786) 544-1105 
[email protected]

Barb Worcester
PRPRO
Tel: (440) 930-5770
[email protected]
 

.
.
 
Also See: Sea Island Resorts is Hip on MTech s Hotel Inventory & Purchasing Solution; Award-winning multi-outlet island resort ties HIP into HotSOS to reduce paperwork, stay on budget and generate cost reports for service orders / October 2009

MTech, runtriz Partner to Speed Guest Service, Response Via iPhone, Blackberry and more . . .Equipped with their favorite touch-screen device, guests/staff use mobile technology to request/deliver services from virtually anywhere / September 2009

MTech Turns Control4 Platform into Hotel Profits; Guest self-service improves service levels and saves labor dollars / September 2009

The new Peninsula Shanghai Has Selected McLaren International's Pre-eminent Guest Incident Tracking and Workflow Automation Solution HotSOS / September 2009

Intelity Partners With MTech to Improve Guest Services for Customers; Hoteliers, guests get better services from interfaced ICE, HotSOS tools / August 2009

PMWorks Adds Efficiency, Capital Savings for Hotels; Preventive maintenance solution from MTech is helping to keep property service and product levels high while saving on equipment repair and replacement costs / August 2009

Gaylord Opryland Expects $220K in Annual Housekeeping Savings, Better Guest Service Via MTech's REX; Operating on the Apple iPhone/iPod touch platform, MTech's new Room Expeditor tool helps turn Opryland's 2,881 rooms faster and provide room customization / July 2009

Chicago s theWit Hotel Taps MTech, DOCOMO for High-tech Solutions / June 2009

Toscana Country Club, MTech Team to Maintain True Luxury Experience; Alliance signals MTech’s deeper surge into the management company arena as an approved preventive-maintenance solution / June 2009

KoolConnect Offers High End Guest Self-Service at Jumeirah Essex House on HotSOS Platform; System allows guests to order popular amenities and services from guestroom TV / May 2009

White Lodging Reduces Maintenance Labor Costs by 25% via PMWorks Intelligent Scheduling Algorithm, MTech’s flexible preventive-maintenance solution adjusts staff schedules at the corporate level to match reductions in occupancy at the property level / May 2009

MTech and Ascom (US), Inc. Partner to Provide Two-way Integration with HotSOS / May 2009

MTECH's REX Rolls Out at New Bardessono Hotel in California's Napa Valley / March 2009

MTech Continues Customer-Centric Push by Adding Best-of-Breed CRM via Libra OnDemand; New Software as a Service sits on the force.com platform, offering the finest business-analytics tools for Guest Profiling, Loyalty & Rewards, and Sales & Catering / March 2009

Landmark New York City Hotel Adopts MTech/Digital Radio Integrated System; The world-renowned Carlyle in Manhattan benefiting from new HotSOS cost-reduction tool that streamlines staff communications and services and boosts guest satisfaction / March 2009

Sam Acheampong Joins MTech as European Sales Manager; Based in London, Acheampong to expand reach of MTech’s guest-services management solutions, including HotSOS, PMWorks and REX, across Europe  / February 2009

McLaren International Distributes MTech’s HotSOS, Expanding HotSOS Support in Asia and Oceania / October 2008

MTech, White Lodging Develop TACT to Tackle and Track Guest-Service Issues; Industry's leading innovator in technology works side-by-side with leading management company to provide its hotels with quality guest service / September 2008

LXR Luxury Resorts & Hotels Converts to MTech's HotSOS to Manage Guest Services; Leading resort and hotel company's services-management upgrade will generate benefits on corporate as well as property level / September 2008

Meet REX – Housekeeping’s New Best Friend; Operating on the Apple iPhone/iPod touch platform, MTech’s new Room Expeditor tool helps housekeeping departments turn rooms faster and provide room customization / June 2008

MTech First to Employ New Technology Offering More Efficient, Less Costly Communications; HotSOS interface offers increased communications efficiency and guest satisfaction while reducing costs / June 2008

Joie de Vivre Hotels Installs HotSOS to Help Enhance Guests' 'Joy of Life'; California's largest boutique hotel company begins first phase with installation of MTech's Hotel Service Optimization System in 10 Joie de Vivre properties / June 2008

Station Casinos, Inc. Bets on MTech's HotSOS to 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 / May 2008

Microsoft Gold Certified Partner Status Awarded to MTech for HotSOS; Internet-based Hotel Service Optimization System meets Microsoft criteria for independent software vendors; Gold Partner certification confirms MTech's expertise and ability to meet customers' needs / May 2008

Experts Discuss Innovative Alternatives for Onsite Communications; MTech orchestrates webinar on wireless device technology to remove mystery surrounding on-site communications options and discuss today's unique communications needs; 94% of participants polled said webinar was informative / March 2008

JHM Hotels Partners With MTech for its PMWorks Preventive-Maintenance Program; Award-winning owner/operator of full- and limited-service hotels hails PMWorks for its ability to reduce labor costs and increase guest satisfaction / March 2008

MTech Celebrates Milestone Installation of PMWorks Preventive-Maintenance Solution; Interstate-managed Hilton Garden Inn El Paso / September 2007

SDC Solutions and MTech Join Development Forces to Improve Guest Service; IntelliDESK® Integrates with HotSOS to Streamline Guest Service Workflows / August 2007

MagiNet Distributes MTech’s HotSOS, Expanding HotSOS Support in Asia, Middle East and Africa; Global technology integrator will bring MTech’s Software as a Service (SaaS) guest incident tracking and workflow automation tools to its customer base of more than 600 hotels in 40 countries / August 2007

SaaS a Success for MTECH Customers; MTech has grown its offering to meet growing customer demands at a swift pace in great part because of the benefits of hosted solutions. See more in Booth 1028 at HITEC! / June 2007

MTech's HIP Software Helps HotSOS Users Easily Control Inventory, Stay on Budget; Hotel Inventory and Purchasing module eliminates major portion of purchasing paperwork that can turn inventory recordkeeping into an operational nightmare/ February 2007

MTECH's QIC Provides Quick, Efficient Way to Conduct Quality Inspections; Quality Inspection Console streamlines inspection process, leading to improved employee performance, cleaner rooms, and enhanced guest satisfaction / February 2007

Sandia Resort & Casino Bets on HotSOS as Best Way to Ensure Guest Satisfaction; New Mexico's Indian Gaming property chooses MTech's Hotel Service Optimization System to help staff respond quickly to guest concerns and track recurring problems / January 2007

High-Tech Hotel 1000 Taps HotSOS, Vocera to Streamline Guest-Response; MTech’s Internet-based Hotel Service Optimization System / January 2007

CSM Lodging Begins Installation of MTech’s PMWorks in All its Hotels Nationwide / November 2006

Jiten Hotel Management Installing MTech's PMWorks Preventive Maintenance Solution; Jiten executive cites PMWork's worth as an easy-to-use Internet-based tool that helps increase guest satisfaction, maximize profitability and preserve asset value / November 2006

MGM Grand Las Vegas Turns to MTech to Streamline Guest Services Work Flow; HotSOS Internet-based guest services tool helps world-class Vegas venue improve on even its own high standards of operation / June 2006

Leading Chicago Hotel ‘Migrates’ to HotSOS to Maximize Guest Services, Satisfaction; InterContinental Chicago now features MTech’s Internet-based Hotel Service Optimization System to streamline service response / June 2006

New York City-based DHG Chooses HotSOS to Enhance High Guest-Service Standards; Owner of Affinia and The Benjamin upscale/luxury brands installing MTech’s Internet-based guest-service system in all its hotels / June 2006

Interstate Hotels & Resorts Installs PMWorks in All of its Crossroads Division Properties; Executive says company’s priority of protecting owners’ assets efficiently and effectively led to division-wide install of innovative preventive-maintenance software / May 2006

Management Companies Seeing Big Value in Effective Preventive-Maintenance Programs / May 2006

Hampton Inn Becomes 750th Hotel to Install M-Tech’s Preventive Maintenance Solution / March 2006

MTech, PAR Springer-Miller Systems Interface Improves Guest Service / November 2005

MTech Launches PMWorks Plus Internet-Based Tracking of Work Requests & Guest Incidents / July 2005

Mandarin Oriental, New York Accelerates Service with MTech's HotSOS / June 2005

New Facility for MTech a Win for Employees, Customers and Community / May 2005

MTechs PMWorks Earns Its 500th Customer and Continues to Help Hotels Automate Preventative Maintenance / February 2005

Exciting New ASP From M-TECH Helps Hotels Deliver On Service Promises And Exceed Guests’ Expectations / June 2004

Marriott International Partners With M-Tech For Online Preventive Maintenance / June 2004

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
.
.
.

To search Hotel Online data base of News and Trends Go to Hotel.OnlineSearch
Home | Welcome| Hospitality News | Classifieds| One-on-One |
Viewpoint Forum | Industry Resources | Press Releases
Please contact Hotel.Onlinewith your comments and suggestions.