Hotel Online  Special Report


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
MIAMI —JUNE 26, 2006 — As they say in Las Vegas, the MGM Grand Hotel/Casino has gone all in and installed MTech’s  Hotel Service Optimization System to better deliver the world-class guest services for which its known worldwide.

MGM Grand Las Vegas, one of most recognizable resort properties in Las Vegas, features 5,034 guest rooms in four, 280-foot tall towers. There are also 30 private villas located inside The Mansion at MGM Grand, as well as five outdoor pools, private cabanas, and a wide variety of gaming, conference, entertainment and food and beverage establishments to suit the needs and tastes of conventioneers, tourists and VIPs from around the world.

Needless to say, guest service is a very high priority at MGM Grand Las Vegas, and its owners, MGM MIRAGE, are always on the lookout for ways to make that service even better. 

Toward that end, MGM Grand Las Vegas recently installed Miami-based MTech’s state-of-the-art, Internet-based Hotel Service Optimization System (HotSOS, pronounced “hot sauce”), which wirelessly connects service staff to each other, guests, groups and meeting planners—thus streamlining guest services work flow and maximizing guest satisfaction.

Challenging service issues—obvious solution

According to MTech Director of Sales Alberto Santana, MGM Grand Las Vegas contacted MTech to help them address a variety of important—and challenging—issues involved in their quest to deliver optimal guest services quickly and efficiently.

“Through careful analyses, we found that the operations could benefit from streamlined, automated   workflows,” Santana said. “Reporting room issues, following up on guest requests, and dispatching work-flow processes were ‘people-intensive’ and manual. The solution to these issues was obvious--we suggested our latest innovation, HotSOS, with an interface to MGM Grand’s property-management system.”

The HotSOS system, which has been up and operating since mid-April, already is generating the streamlined work-flow processes and improved guest services that MGM Grand’s management was seeking.

“With HotSOS, MGM Grand now has an automated process for all of its communications,” Santana said. “The property’s Guest Service Center staff is better able to quickly and easily input all requests into HotSOS, which then dispatches and updates the calls to and from appropriate staff. Upon completion of the requested work order, the Guest Service Center contacts the guest, a process that ensures guest satisfaction.”

In addition, he said, HotSOS also is poised to replace MGM Grand’s existing facilities system—an indication that MGM Grand made a wise move with its all-in investment in HotSOS.

“Through its work-flow automation in operations, MGM Grand expects to realize a strong return on investment,” Santana said. “Our team is working very closely with them to ensure that we meet their expectations.”

Improved services, higher guest satisfaction equal better bottom lines

“What’s happening at MGM Grand is an excellent example of how HotSOS can enable a hotel already known for excellent accommodations, amenities and guest services to improve upon even their own high standards,” said Luis Segredo, President and Co-Founder of MTech. “We’re thrilled to be working with this world-class resort property, and to include it in our growing number of hotel clients that have seen the benefits of improving their guest services with HotSOS.”

About MTech
Since 1993, MTech has developed and installed solutions to help hotels work smarter — not harder. The company is on track to double its client base to more than 1,200 hotels this year with the introduction of HotSOS (pronounced “hot sauce”) — comprising a suite of Internet-enabled, enterprise-level quality and customer relationship management applications available on a subscription basis. The company’s Espresso! client server/site-based quality management software suite and PM-Works Internet-based preventive maintenance-centric solution (also integrated as a subset of HotSOS) have been market leaders for more than a decade. MTech’s solutions are uniquely positioned and proven 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, sales, pre-installation, and ongoing world-class service and support are provided from the company’s headquarters in Miami. For more information on the company, please visit



Luis C. Segredo
Management Technologies
Tel: (786) 544-1103

Barb Worcester
Tel: (440) 930-5770

Also See: 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

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