Hotel Online  Special Report


Station Casinos, Inc. Bets on MTech’s HotSOS to
Provide Winning Guest Service at 11 Hotels
System-wide roll out of MTech’s Internet-based guest-response system exclusively
enables the company to consolidate operations of 11 property-based PBX
operations to an offsite, centralized Guest Call Center facility 

MIAMI — MAY 28, 2008 — For Station Casinos Inc., owner and operator of 11 hotels located throughout the Las Vegas Valley, each property and its guests will always win thanks to a recent system-wide rollout of MTech’s Internet-based Hotel Service Optimization System (HotSOS, pronounced “hot sauce”) solution. HotSOS connects service staff to each other, guests, groups and meeting planners—thus streamlining guest-services workflow and maximizing guest satisfaction.

Station Casinos’ properties that will soon spice up service with HotSOS include: Green Valley Ranch Resort, Spa & Casino, Palace Station Hotel & Casino, Boulder Station Hotel & Casino, Sunset Station Hotel & Casino, Santa Fe Station Hotel & Casino, Texas Station Gambling Hall & Hotel, Aliante Station Casino & Hotel (scheduled to open by the end of 2008), Fiesta Rancho Casino Hotel, Fiesta Henderson Casino Hotel and Wild Wild West Gambling Hall & Hotel.

“We opened Red Rock Casino, Resort and Spa two years ago with HotSOS,” said Michael Grisar, Station Casinos’ Corporate Vice-President Hotel’s. “We instantly realized the value that HotSOS brought to the property, and it soon became a “must-have” solution for our remaining ten hotels which do not have an automated guest-response solution in place. 

“HotSOS has already helped Red Rock’s team members to focus their attention on immediate guest requests and become more proactive in creating work orders to reduce the overall wear and tear of this amazing facility,” he said. “For some of our older properties, however, HotSOS will be an invaluable tool – especially when used in conjunction with MTech’s preventive-maintenance tool in the near future.”

Grisar said the company’s plan is to install HotSOS beginning with the Santa Fe Station Hotel & Casino, which went live in May, and adding a property every two weeks. Once the HotSOS roll out is complete, training will begin on the PM module, which already is in use at Red Rock Casino, Resort and Spa. 

Enterprise operations 

In conjunction with the HotSOS roll out, Station Casinos also is migrating its entire property PBX operations to its new state-of-the-art Call Center. The facility, opened in December 2007, serves as headquarters for Station Casinos’ Centralized-Reservations operations for all 11 hotels. Beginning in June, the PBX team from the Santa Fe Station Hotel & Casino will move to the offsite facility. Every two weeks thereafter, an additional property’s PBX team will relocate to the Call Center with completion due for September 2008. 

“Only HotSOS can work in tandem with remote PBX operations to support an enterprise of this magnitude,” said MTech President Luis Segredo. “Data from 11 individual hotel property-management systems will be brought together at the Call Center for seamless operations. Guest requests will be entered into HotSOS by the hotel’s proprietary PBX operator, and then dispatched -- via a wireless device like a pager or cell phone  -- to the Team Member at the specified property responsible.

“By making our team members jobs easier through the usage of HotSOS, they will in turn be able to provide heightened, superior level of service to our guests,” Grisar said. 

“Thanks to MTech and HotSOS, Station Casinos’ is leveling the playing field by providing a winning experience for all – the house wins and so do our guests – every time,” he said. 

About Station Casinos Inc.
Station Casinos, Inc. is the leading provider of gaming and entertainment to the residents of Las Vegas, Nevada. Station's properties are regional entertainment destinations and include various amenities, including numerous restaurants, entertainment venues, movie theaters, bowling and convention/banquet space, as well as traditional casino gaming offerings such as video poker, slot machines, table games, bingo and race and sports wagering. Station owns and operates Red Rock Casino Resort Spa, Palace Station Hotel & Casino, Boulder Station Hotel & Casino, Santa Fe Station Hotel & Casino, Wildfire Casino and Wild Wild West Gambling Hall & Hotel in Las Vegas, Nevada, Texas Station Gambling Hall & Hotel and Fiesta Rancho Casino Hotel in North Las Vegas, Nevada, and Sunset Station Hotel & Casino, Fiesta Henderson Casino Hotel, Magic Star Casino, Gold Rush Casino and Lake Mead Lounge in Henderson, Nevada. Station also owns a 50% interest in Green Valley Ranch Station Casino, Barley's Casino & Brewing Company and The Greens in Henderson, Nevada and a 6.7% interest in the Palms Casino Resort in Las Vegas, Nevada. In addition, Station manages Thunder Valley Casino near Sacramento, California on behalf of the United Auburn Indian Community. The Company has been named four years in a row by FORTUNE Magazine among its “100 Best Companies to Work For,” To learn more about the Company, visit

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
Director of Sales
Tel: (786) 544-1105

Barb Worcester
Tel: (440) 930-5770

Also See: Microsoft Gold Certified Partner Status Awarded to MTech for HotSOS; Internet-based Hotel Service Optimization System meets Microsoft criteria for independent software vendors; Gold Partner certification confirms MTech's expertise and ability to meet customers' needs / May 2008
Experts Discuss Innovative Alternatives for Onsite Communications; MTech orchestrates webinar on wireless device technology to remove mystery surrounding on-site communications options and discuss today's unique communications needs; 94% of participants polled said webinar was informative / March 2008
JHM Hotels Partners With MTech for its PMWorks Preventive-Maintenance Program; Award-winning owner/operator of full- and limited-service hotels hails PMWorks for its ability to reduce labor costs and increase guest satisfaction / March 2008
MTech Celebrates Milestone Installation of PMWorks Preventive-Maintenance Solution; Interstate-managed Hilton Garden Inn El Paso / September 2007
SDC Solutions and MTech Join Development Forces to Improve Guest Service; IntelliDESK® Integrates with HotSOS to Streamline Guest Service Workflows / August 2007
MagiNet Distributes MTech’s HotSOS, Expanding HotSOS Support in Asia, Middle East and Africa; Global technology integrator will bring MTech’s Software as a Service (SaaS) guest incident tracking and workflow automation tools to its customer base of more than 600 hotels in 40 countries / August 2007
SaaS a Success for MTECH Customers; MTech has grown its offering to meet growing customer demands at a swift pace in great part because of the benefits of hosted solutions. See more in Booth 1028 at HITEC! / June 2007
MTech's HIP Software Helps HotSOS Users Easily Control Inventory, Stay on Budget; Hotel Inventory and Purchasing module eliminates major portion of purchasing paperwork that can turn inventory recordkeeping into an operational nightmare / February 2007
MTECH's QIC Provides Quick, Efficient Way to Conduct Quality Inspections; Quality Inspection Console streamlines inspection process, leading to improved employee performance, cleaner rooms, and enhanced guest satisfaction / February 2007
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 / January 2007
High-Tech Hotel 1000 Taps HotSOS, Vocera to Streamline Guest-Response; MTech’s Internet-based Hotel Service Optimization System / January 2007
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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