News for the Hospitality Executive
ATLANTA, GA – June 4, 2010 – hotel SystemsPro, a pioneer of web-based hotel software solutions that enable operators to increase market share and revenue through improved hotel operations and staff performance, today congratulated General Manager Chris Bitikofer and his team on their Akron-Canton Airport property receiving the Cambria Suites Hotel of the Year Award.
Brand franchisor Choice Hotels International, Inc. awarded the distinction based on its Guest Information Survey scoring, which includes guest satisfaction, overall room product condition, and staff service.
“The credit goes to my staff and the director of sales for upholding the impeccable customer service that envelopes our guests in a ‘wow’ experience each time they visit,” said Bitikofer.
The high-end comfort that distinguishes the 108-suite property, which opened in March 2008, reflects Bitikofer’s 30 years of hotel management experience that includes stints with Intercontinental Hotel Group, Radisson, Helmsley, and other Choice Hotels International franchises.
The Akron-Canton property is also the number two-ranked Ohio hotel, according to travel review site TripAdvisor.com, surpassed only by its counterpart, the Cambria Suites hotel in Columbus.
Bitikofer cites hotel SalesPro and hotel ServicePro as “two valuable technology tools” that support staff efforts to deliver personalized service at every guest touch point pamper guests with both the elegant and the practical—from luxury linens to ergonomic furniture and the latest plug-and-play technology.
“Our Cambria Suites is modern, attractive, and comfortable,” Bitikofer said. “We not only maintain the brand standards set by Choice Hotels and our ownership company, American Hospitality Group; we exceed expectations by caring for guests the way we would like to be cared for ourselves.”
Director of Sales Deborah Mason is vital to that effort, says Bitikofer, and she relies on hotel SalesPro as integral to the booking and personal support of groups and corporate clients.
“When we gather information about guests from a client representative, we put it in the hotel SalesPro system,” explains Bitikofer. “Deborah and her team can track special events in guests’ lives such as birthdays and anniversaries, or note people’s purpose for staying with us so that we can greet them appropriately and see to any special needs.”
Mason admits that while she has an aversion to computers, she loves the flexibility and convenience of accessing hotel SalesPro from home. The system works so well that American Hospitality Group installed hotel SalesPro in its other properties as well.
Bitikofer also relies on hotel ServicePro to provide the finer points of guest service as well as to track routine maintenance tasks that are frequently important to guest satisfaction.
“If a guest should have a problem with us, we enter his or her issue in the hotel ServicePro system, correct the problem as quickly as possible, and immediately follow up with the guest,” he says.
“Because we log all problems we can analyze whether the problem is recurring and track down the cause. This helps our maintenance team solve problems quickly and correctly.
“We also track all preventative maintenance schedules for rooms. We know, for example, when deep cleaning was done for each room and by whom and when it is scheduled next.”
Bitikofer takes his leadership position as GM seriously and is ready to respond to guest needs even when he is off property.
“Good service is essential to any hotel operation. Our mobile systems automatically contact my Blackberry if an issue is not resolved after a prescribed period of time.
“hotel ServicePro is web-based, so I can even track issues from home and follow up on activities as I remember them. Sometimes that is what it takes to keep guests happy.”
About hotel SystemsPro
Founded in 1996, hotel SystemsPro is a technology company operated by hospitality professionals who provide high performance, application service provider (ASP)-based enterprise and property solutions that enable hotel companies to grow market share through better management of assets, increased sales, reduced operating expenses, and a higher quality guest experience. hotel SystemsPro partners with clients to provide solutions that scale across a broad range of properties in North America and around the world. Whatever the size of the property operator or its challenges, hotel SystemsPro solutions do the heavy lifting to streamline operations and boost staff productivity and profitability. Our solutions include hotel SalesPro, hotel CateringPro, hotel ServicePro and hotel WebSpace. For more information, visit www.hotelsystemspro.com.
hotel SalesPro is a multi-property ASP sales and catering system with scalable functionality that increases sales efficiency for hotel chains and independent properties. hotel ServicePro is an economical hotel maintenance solution that preserves property asset value and improves guest service by automating the communication, scheduling, tracking, and reporting of tasks surrounding best practices, guest requests, safety requirements, and preventive and equipment management. hotel WebSpace, is an effective new online marketing solution that drives market share for hotel companies.
Choice Hotels International is one of the largest and most successful lodging franchisors in the world. Built on the foundation of the venerable Quality Inn® brand, a pioneer in consistent mid-priced lodging, Choice Hotels® today is the worldwide franchisor of Cambria Suites®, Comfort Inn®, Comfort Suites®, Quality®, Sleep Inn®, Clarion®, MainStay Suites®, Suburban Extended Stay Hotel®, Econo Lodge®, and Rodeway Inn® brand hotels.
Publicly traded since 1996 (NYSE:CHH), Choice Hotels continues to lead the lodging industry as an innovative and growing company.
Kathy Bannasch, CHA
Vice President of Sales, Marketing and Corporate Training
280 Interstate North Circle, Suite 600
Atlanta, GA 30339
Phone: 770-303-9911 or Toll free: 877-263-3645
Julie Keyser-Squires, APR
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