Hotel Online  Special Report


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
MIAMI —JANUARY 15, 2007 — A year before Sandia Casino’s  grand opening of it’s new Resort expansion  management knew it needed a quality automated service-management/guest-response solution to ensure that once it opened its doors to guests and patrons, they’d want to return.

MTech’s Internet-based Hotel Service Optimization System (HotSOS, pronounced “hot sauce”) was Sandia’s No. 1 choice. HotSOS wirelessly connects service staff to each other, guests, groups and meeting planners—thus streamlining guest-services work flow and maximizing guest satisfaction.

Located in Albuquerque, N.M, the Sandia Resort and Casino, an Indian gaming operation, opened for business in December 2005. The property boasts 110,000 square feet of gaming space, 228 plush guest rooms, six food-and-beverage outlets, and spa, golf, convention and entertainment facilities. Since 1993, Miami-based MTech has been in the business of developing and installing solutions to help hotels work smarter, not harder, and has become an industry leader in that area.

According to Sandia Resort and Casino MIS Specialist George De La O, the property’s search for a top-of-the-line guest-response solution started in late 2004, about a year before its scheduled Grand Opening.

“The search initially focused on our Casino’s need for a maintenance/facility work-order tracking system, and MIS Manager Joe Roybal brought HotSOS to the forefront of the solution options because HotSOS interfaced with Springer Miller, the property-management system to be put into place for the hotel/tesort,” De La O said. “HotSOS was chosen for many reasons, chief among them being that it provided an excellent fit with our new hotel/resort expansion. It could be readily implemented without the need for added hardware and tech support, we could expand as we needed, and the HotSOS-To-Go application, unlimited licenses and ability to generate work orders using any house phone all led to the clear choice preference—HotSOS.”

He said HotSOS has been rolled out to the property’s housekeeping, PBX central call desk and the facilities department.

“Guest calls come into the PBX operators, who then enter the calls into HotSOS,” De La O said. “Business rules then are used to dispatch to the general maintenance team, the electrician or housekeeping. Housekeeping calls go to a status board attendant, who then assigns and updates the work order via radio.”

In addition to enabling staff to respond instantly to guest concerns, HotSOS provides an excellent work-order tracking mechanism, he said, and allows for pinpointing recurring service inconsistencies.

“The data-analysis reports provide an excellent means of identifying problem areas and resolving guest issues in a timely fashion,” De La O said. “We are looking to expand HotSOS thorough out the entire resort. We are only scratching the surface of what HotSOS can do for us.”

The bonus to all this has been the excellent working relationship that’s been developed between the Sandia Resort and Casino and MTech staff and representatives.

“They’ve been incredibly supportive,” De La O said. “I cannot say enough good things about Leslie Turner, who was our installer. She spent numerous hours working to input areas, locations and equipment, and she provided excellent training. We are looking forward to her return for a second phase of training.

“As for tech support, they have been very responsive,” he added. “We place a call and within an hour we have someone either resolving or working on a solution for our problem.”

Improved services, higher guest satisfaction equal better bottom lines

“More gratifying than having such a fine hotel as a customer is the fact that they are getting such excellent value from their investment in HotSOS,” said Luis Segredo, President and Co-Founder of Miami-based MTech. “Selling a ‘solution’ is easy.  Creating a satisfied customer is the challenge.  HotSOS’ capabilities and our years of experience make it possible for us to satisfy demanding customers like Sandia.”

“The bottom line,” Segredo said, “is that HotSOS creates the ability for any hotel to offer world-class guest service quickly, thanks to smarter management decisions that are based on up-to-the-minute, enterprise-wide business intelligence.”

For more information on HotSOS, visit the MTech Web site at

About the Sandia Resort and Casino
The Sandia Resort and Casino, in Albuquerque, N.M., boasts 110,000 square feet of gaming space, 228 plush guest rooms, food-and-beverage outlets outlets ranging from informal lounges to fine-dining establishments, and top-quality spa, golf, convention and entertainment facilities. For more information, visit the Sandia Resort and Casino Web site at

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 Segredo
Tel: (305) 256-0429

Barb Worcester
Tel: (440) 930-5770

Also See: 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

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