Hotel Online  Special Report

L.A. Hotel Turns to HotSOS/Vocera
Technology to Ensure Top Service
InterContinental Los Angeles Century City enhances its renowned reputation for
world-class service with unique technology combination

MIAMI — DECEMBER 11, 2007 — The InterContinental Los Angeles Century City, located within walking distance of major movie studios and famed Rodeo Drive in Beverly Hills, markets itself as offering guests a true taste of Hollywood style. Now, management has ensured that guests will continue to enjoy that unique experience and feel more than ever that their stay was a memorable one.

The InterContinental Los Angeles Century City is now partnering with MTech and its Hotel Service Optimization System (HotSOS, pronounced hot sauce) and Vocera Communication, a wireless communications system that provides hands-free, voice and messaging solutions.

“We wanted cutting-edge tools to help us expedite guest service and provide us with accuracy and accountability in terms of operations,” said Jay Smith, InterContinental Director of Sales and Marketing. “The combination of HotSOS—which InterContinental corporate first used in 2005 at the Barclay in New York—and Vocera, which we installed earlier this year at Century City, offers unprompted guest service by actively using guest profiles. In addition, the system provides instant communication from anywhere in the hotel to any staff member, and that significantly increases speed and efficiency.”

Raymond Vermolen, Manager of the InterContinental Los Angeles Century City, offered specific examples of how HotSOS and Vocera team up to enhance guest service.

“Suppose, for instance, that the guest in Room 414 needs towels and calls housekeeping,” Vermolen said. “HotSOS sends the message to the next available houseman closest to that room on his Vocera badge who immediately brings the needed towels. The result? The guest is happier—and is happier quicker!

“A second scenario might be a guest in a meeting room who catches the banquet server and asks him about local restaurants,” Vermolen added. “The server simply contacts the concierge using his Vocera badge and in real time, without having to leave the meeting room, the concierge can help that server get the needed information to the guest quickly, easily and accurately—which is the name of the game when it comes to top-quality guest service.”

HotSOS and Vocera also play a role in the hotel’s guest-history process and loyalty programs.

“Both are linked to Opera, our property-management system, and that provides instant service through the profile log, and any guest request is automatically retained,” Smith said. “Furthermore, having this state-of-the-art technology is valuable from a marketing perspective—our plan is to use this system’s unique features to enhance our philosophy that offering world-class guest service is our top priority.”

Luis Segredo, MTech president and co-founder, said that when a luxury property like the InterContinental Los Angeles Century City enhances its already top-quality guest service with state-of-the-art technology like HotSOS, it’s a comment both on the hotel’s dedication to quality service and to our product’s reputation for enhancing such service.

“We’re thrilled to have this luxury hotel as one of the growing list of clients that understand the value of HotSOS and how it delivers improved work-order dispatching, expanded data manipulation, and better report generation and sharing options—tools that engineers and managers have needed for a very long time,” Segredo said. “Together with Vocera, HotSOS creates the ability to offer—and maintain—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 and other MTech solutions, visit

About the InterContinental Los Angeles Century City 
With 363 guest rooms and 180 suites, the luxurious InterContinental Los Angeles Century City offers guests a true taste of Hollywood style. The property is located within walking distance of 20th Century Fox Studios, the MGM Tower, Beverly Hills’ Rodeo Drive and more upscale shopping at Westfield Century City, and is only a short drive from the Getty Center, downtown Los Angeles, UCLA and the beach, among other L.A. attractions. For more information, visit
About Vocera Communications
Vocera Communications provides wireless communications systems enabling instant voice communication among mobile workers to leading institutions and companies requiring enhanced customer service, productivity, and teamwork. The company, with sales offices in the United Kingdom, Canada, and Australia, serves its global customer base from its headquarters in Cupertino, Calif. For more information, please contact the company at 408-790-4100, or visit the 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


Alberto Santana
Tel: (786) 544-1105

Barb Worcester
Tel: (440) 930-5770

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