REX,
which taps hand-held technology to streamline housekeeping functions,
works in tandem with MTech’s Hotel Service Optimization System (HotSOS)
and also can be used with M-Tech’s Internet-based Quality Inspection
Console (QIC) to bolster the inspection of guestrooms. “I
can’t say enough about how much easier it’s been to do room
assignments,” said Sylvia Strouse, executive housekeeper of the
recently opened, 62-room Bardessono. “It’s just ‘click and go.’ Each
housekeeper gets assignments based on a point system and automatically
knows which rooms are of the highest importance. All expectations are
met.” Attendants
at the Bardessono are outfitted with a PDA, in this case the Apple
iPhone/iPod touch platform. This makes possible the real-time
communication of information from housekeeper to management and vice
versa, resulting in fast and accurate housekeeping decisions. For
example, hotels guests sometimes wish to stay as late as possible on
their date of departure. Likewise, arriving guests – particularly in
resort or spa settings -- might wish to arrive as early as possible.
This puts a squeeze on housekeeping.
The
room-attendant is exposed to guest histories and preferences. This
allows the attendant to refer to the guest by name and set-up the room
with guest preferences, such as room temperature and pleasing
amenities. Information currently is available in Spanish and English,
but can be translated as needed. According
to Strouse, REX helps manage the housekeeping team. “The system
allows us to track how many minutes were spent in the
room,” she added. “So, we can see who is working efficiently and who
needs more training and help.” REX
also helps manage guest expectations. “It’s already
happened once in the short time we have been open,” Strouse said. “We
had a guest complaint saying the room was never cleaned. But through
the system we were able to ascertain that, indeed, our attendant did
stop by the room twice, only to encounter a ‘Do Not Disturb’ sign. She
added that the system also eliminates massive amounts of paper and ink
usage. This is important to the Bardessono as it hopes to earn Platinum
designation from the Washington, D.C.-based U.S. Green Business Council
for its ecological efforts. It would become the first luxury hotel in “We
want to be the ‘greenest’ luxury hotel in
The Bardessono Hotel is a 62-room hotel
with adjacent spa facilities and a gourmet dining experience. It is
located in Yountville, Calif., situated in the heart of Northern
California’s Napa Valley about 70 miles North of San Francisco. Opened
in February 2009, the hotel’s spa features are available in-room –
utilizing “spa butlers” and massage therapists – as well as in a
full-spa building adjacent to the hotel. Skin revitalization treatments
are available in-spa and poolside, using modern skin tightening and
non-invasive face-lifting procedures. For more information, visit www.bardessono.com. About MTech |
Yountville
“With REX, a room attendant
refers to a wireless device [and is] instructed to go to the most
important room,” said Luis Segredo, MTech president. “In selecting the
room, the software looks at a collection of variables from multiple
systems, such as the property-management system and energy-management
system. Decision variables include whether a guest is waiting, the
physical occupancy of the room, and the VIP level of the incoming
guest.”