Hotel Online  Special Report


Mohegan Sun Leverages Espresso! Rapid Response
to Gain Service Upper-hand
The house wins guest loyalty and repeat business by deploying M-Tech solutions proven to streamline information and workflow processes 

MIAMI / UNCASVILLE, CONN. — APRIL 14, 2003 — The house always wins with Management Technologies’ Espresso! Rapid Response System, which helps hotels streamline information and workflow processes across all departments. Just ask officials at the Mohegan Sun.

Last April, when the Mohegan Sun opened a luxurious hotel in Uncasville, with 1,200 guestrooms including 180 suites, from Day 1 it had the upper-hand in service delivery thanks largely to the deployment of M-Tech’s Espresso! Rapid Response quality management software, said Bruce Pine, Mohegan Sun VP Hotel Operations.

“Prior to our opening the hotel, we conducted a comprehensive study of all major quality management software solutions available. We selected Espresso! primarily because of M-Tech’s strong industry reputation and the fact that its unique solutions are proven to deliver significant ROI through enhanced guest service and automated workflow processes,” Pine said.

Pine said M-Tech’s Espresso! Rapid Response System is an invaluable tool in helping to ensure that guest requests are promptly served with world-class hospitality and that property assets are protected throughout the hotel, as well as across Mohegan Sun’s 100,000 square feet of meeting space and two casinos totaling 295,000 square feet.

“In addition to contributing to Mohegan Sun’s enviable guest satisfaction scores — and the repeat business and valuable, free word-of-mouth referrals that come with it — Espresso! empowers our line-level employees to do their jobs better and faster than ever before,” Pine said. “Just as important, our managers have an automated quality management system in place to easily and readily monitor everything from service delivery, to complaint resolution, to the completion of regular and unscheduled maintenance projects — further bolstering our productivity and profitability.”

Into Action

Created by the Mohegan Tribe of Indians of Connecticut in 1996, Mohegan Sun is a legendary gaming and entertainment destination renowned for exceptional service, hospitality and excitement. When looking for quality management software that could build upon the destination’s strong reputation for world-class service and amenities, Pine said M-Tech’s Espresso! was the most fiscally responsible decision Mohegan Sun could make on behalf of its investors, employees and guests.

Espresso! is designed specifically for hotels to improve communications between departments, streamline data collection and dispatching processes, increase productivity and maximize guest satisfaction by using proven, cost-effective technologies such as telephone and alphanumeric paging interfaces, said Leo Acosta, M-Tech’s Director of Sales & Marketing. 

“One of the biggest challenges hotels face is streamlining communication between their engineering departments, which are responsible for completing most service orders, and their housekeeping departments, which discover and report most issues,” Acosta said. “The next-biggest challenge is implementing the complicated systems traditionally available to manage the dispatching and service-order processes.”

Espresso! automates the flow of information “from the reporters to the repairers or responders.” This, in turn, eliminates common headaches typically associated with hotel dispatching, such as: lost service requests which delay a timely response; miscommunication with guests, which may make for an unpleasant stay and reduced loyalty and referrals; and messy log books which are difficult to reconcile.
Espresso! dispatches and tracks all service requests from start to finish automatically, so hotels and their staff can better serve the guest. The quality of a hotel’s back-of-the-house system is critical to attracting and retaining customers. Espresso! focuses on quality from the top down.

“M-Tech’s solutions are designed to help hoteliers better manage all aspects critical to ensuring that each guest has the best possible experience,” Acosta said. “From Guest Hotline/CRM to Preventive Maintenance, Espresso! helps hotels manage all of the critical processes in quality management.”

Pine concurred, adding that M-Tech’s Espresso! positions Mohegan Sun to provide guests with the ultimate in customer service and amenities, while establishing automated quality management measurement systems to bolster productivity and the adoption of best practices.

“Our designated Espresso! Rapid Response Agents field guest calls and enter them directly into the system, which instantly pages the proper person to fulfill the request or resolve the issue,” Pine said. “Meanwhile, our housekeepers and engineers are utilizing the system to be proactive in scheduling and resolving corrective maintenance issues BEFORE guests are affected — and all action steps are automatically tracked from start to finish for optimal quality management, productivity and profitability.” 

Bottom-Line Benefits

More than 550 properties and about a dozen casinos across the globe have deployed Espresso! to save their guests and staff time and headaches and to better serve and retain customers. Acosta said a typical 1,000-room property reaps an ROI of $100,000+ annually in time and labor savings and asset protection alone — not to mention customer base protection and brand loyalty through enhanced guest service and satisfaction.

“Studies have proven that it costs three to five times more to attract a new customer than it does to just do what’s right to keep the ones we already have. Espresso! allows us to optimize guest retention — effectively turning our base of loyal clients into walking, talking billboards for our one-of-a-kind destination,” Pine said. “Also critical, particularly in today’s economy, are quality management systems and practices proven to save time and money — another area in which Espresso! excels. 

“The bottom-line driver for deploying Espresso! is just that: the bottom line,” he said. “More than ever before, it’s critical that properties take a proactive approach to both guest service and property management — and Espresso! uniquely allows us to easily accomplish both of these sometimes seemingly conflicting goals with ease and cost efficiency.”

About M-Tech

Since 1993, Management Technologies (M-Tech) has developed and installed solutions to help hotels work smarter – not harder – with its Espresso! Family of Products. Espresso! is designed specifically to help hotels improve communications, increase productivity, and maximize guest satisfaction. Unique telephone, email and alphanumeric paging interfaces improve overall workflow and communication between departments and streamline data collection and dispatching processes. Production, pre-installation, sales, marketing, and support are provided from the company’s headquarters facility in Miami. For more information on the company, please visit

About Mohegan Sun
Mohegan Sun, owned by the Mohegan Tribe, is one of the largest, most distinctive and spectacular entertainment, gaming, shopping and meeting destinations in the United States.  Situated on 240 acres along the Thames River in scenic southeastern Connecticut, Mohegan Sun is within easy access of New York, Boston, Hartford and Providence and located 15 minutes from the museums, antique shops and waterfront of Mystic Places.  What began with the Casino of the Earth in 1996 has evolved into a legendary destination that now includes:  the Casino of the Sky and over 300,000 square feet of total gaming space; The Shops at Mohegan Sun, featuring more than 40 retail shops and dining venues ranging from food court-style to gourmet; the 10,000-seat Mohegan Sun Arena for world-class sporting events and concerts, and an intimate Cabaret; and a 34-story luxury hotel, featuring 1,200 guestrooms and suites, premier meeting and convention space and a world-class spa.  More information is available by calling 1.888.226.7711 or visiting


Leo Acosta
Director of Sales and Marketing
Management Technologies 
Tel: (305) 256-0429
[email protected]

Bruce Pine
VP Hotel Operations
Mohegan Sun
Tel: (860) 862-3608
[email protected]


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