Deliver On Service Promises And Exceed
Miami — June 21, 2004 — This week thousands of hospitality information-technology and purchasing professionals will flock to Dallas to attend the Hospitality Industry Technology Exposition & Conference, June 22 - 24, in search of “the technology solution” to help them deliver a consistent guest experience, better guest service, and increased quality levels that will keep guests coming back. What they will find at Booth No. 1536 is a new internet-based, ASP called HotSOS (pronounced Hot Sauce) that increases productivity and maximizes guest satisfaction for hotel enterprises of all sizes.
Designed by M-Tech for multi-hotel enterprise operations and brands, the Hotel Service Optimization System (HotSOS) takes quality-management processes — such as guest profiling and recognition, guest incident reporting and tracking, guest call center management, rapid response, work orders, room quality inspections, and preventive maintenance – to the next level in a centralized, easy-to-use, affordable ASP. This not only eliminates the need for purchasing and maintaining onsite servers, hardware, and software, but it frees up more time for managers and staff to do what they do best: Take care of guests.
“To attract and keep customers in today’s highly competitive market, hoteliers must provide the key ingredient that customers cannot compare and search for on the Internet — better guest service and a more consistent guest experience,” said Luis Segredo, M-Tech president. “A good quality-management solution will automate the flow of information so that every person at every customer touch-point knows and can act on guest preferences and experiences.”
The right tool, he said, will help hoteliers anticipate guests’ needs rather than react to them. HotSOS communicates knowledge about guests to every touch point in the operation — from room attendant to general manager to management company representative to chain president — and allows staff to make every guest feel special and recognized.
“It’s not enough to know that a particular guest had a bad stay last time or what type of beverage he or she prefers,” Segredo said. “Hoteliers today need tools that automates the flow of information so that everyone knows and can act on the guest preferences and experiences before and during the stay. If a guest is allergic to feather pillows, he or she should only have to tell you once and never be subjected to sneezing fits again. This sounds simple, but when left to manual, paper-based systems, requests like these often fall through the cracks.”
New way of doing business
Leo Acosta, M-Tech director of marketing and sales, said that HotSOS provides the framework to manage guest requests and service orders more efficiently and cost effectively. It also helps to protect the hotel asset and increase its value through ongoing preventive maintenance checks on furniture, fixtures and equipment. Additionally, since it is a Managed Service owned and hosted by M-Tech, upfront investments in time and money are minimal for the hotels. Most recently, one major chain adopted HotSOS to handle all preventive maintenance functions for their select service brands. The result? Over 450 hotels were brought up in less than 60 days and corporate managers are now able to monitor activity and manage by exception from any Internet-connected computer.
“While there are many solutions on the market that can help track guest complaints or log incidents, the real challenge is to find an enabling technology that gets your team working together better, smarter, and faster,” Acosta said. “The traditionally labor-intensive processes of guest response, room inspections, work-order management and preventive maintenance can all be handled more efficiently and consistently today by employing a good quality management solution. HotSOS takes it to the next level by tying the whole enterprise together; allowing hotels to share both information and best practices in real time and giving brand and corporate managers better insight into operations.”
“Providing a consistent guest experience, better guest service during each stay, and increased quality levels through HotSOS will keep your guests coming back again and again,” Acosta said.
Stop by booth 1536 to see HotSOS in action
Since 1993, Management Technologies (M-Tech) has developed and installed solutions to help hotels work smarter – not harder – with its award winning 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. HotSOS is the next evolution of these technologies which will is designed from the ground up to give hotel brands, chains, and management companies a holistic, affordable tool to drive repeat business and improve the bottomline. With over 1000 hotels worldwide using their products, M-Tech handles all production, pre-installation, sales, marketing, and support from the company’s headquarters in Miami. For more information on the company, please call Leo Acosta at (305) 256-0429 or by e-mail at [email protected] and visit the company online at www.m-tech.com.
|Also See:||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|