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Central to this partnership is a solution that enables theWit’s guests to make requests for specific hotel services – the most popular at the hotel – by punching in data prompted on the guestroom telephone. The telephone is supported by DOCOMO interTouch’s Percipia software. These requests are then expedited through MTech’s Hotel Service Optimization System (HotSOS, pronounced “Hot Sauce”). On the HotSOS format, theWit also maintains regular property maintenance via MTech’s PMWorks application. “With this solution, our guests can simply touch an icon on their digital telephone screen and have the bell desk, valet or concierge respond at a time and to a service of their choice,” said Darrin Pinkham, the chief consultant for theWit on the alliance. “HotSOS then allows out staff to respond within minutes, with alerts sent to the proper manager.” Speedy response is key MTech’s technology works on a “rapid response ticket” system. Guest requests are ticketed and sent through wireless communication to the hotel staff. If the staff member does not sign off on the task within five minutes, the system will send a report to the relevant hotel-department manager. After another five minutes, the hotel general manager is alerted. This means that every request gets an immediate response through a speedy system of checks and balances. “The employee is an active resource in this situation,” Pinkham said. “One ticket can go out to one or more employees to complete. Once it is completed, it is taken off the system and data is stored for further analysis. In this sense, the property always meets and most often exceeds guest expectations. “theWit takes a holistic view of the guest experience,” he said. “It allows the property to fix the root cause of the problem and not just put a band-aid on it.” Luis Segredo, MTech president, said, “Today’s guests are more sophisticated, more discerning, and have more choices than ever for their lodging needs. It’s no longer enough to provide a clean room and a complimentary newspaper. Smart hoteliers must also provide an experience. “HotSOS is the ideal tool to help you deliver that experience,” he added. “A clean room, hot water, and an on-time wake-up call all are essentials. But that’s where the experience begins. Guests want to feel at home. They want to be recognized. They want you to anticipate their needs and react swiftly to their requests.” That “at home” guest experience is getting far more technical, Pinkham said. He qualified the demographic of ages 28 to 60 as a group that frequently travels on business, and as one in tune with digital telephony and touch-screen access. These telephone sets are among the easiest for guests to navigate when combined with the Percipia Paralax software from DOCOMO interTouch. MTech’s HotSOS lets theWit report and resolve issues before a guest notices because it also handles rapid response and preventive maintenance from guestrooms, to common areas. It helps hotel management in time efficiency and managing workloads. “The combined technology allows theWit to stand ‘uniquely different’ in its lodging niche,” Pinkham said. “It features advanced XML communications that make it a user-friendly, two-way communication system. “The success of a hotel today is all about how quickly you can respond, and how well you can anticipate and prevent problems,” he added. “Quick response and anticipation minimizes the number of complaints from guests and enhances guest loyalty, thus enabling hotels to achieve higher return-on-investment.” Agreed Fred Reeder, managing director, America, DOCOMO interTouch, said “Consumers today have come to expect nothing less than exceptional service, and are willing to consider alternatives if their expectations are not met. Hotels that recognize this and the fact that technology today plays a key role in enabling hotels to offer the best in-stay experience will emerge frontrunners within the hospitality industry.”  About
MTechSince 1993, MTech has developed and installed solutions to help hotels work smarter — not harder. The company serves more than 1,800 hotels in over 40 countries. Focused on improving guest service by improving efficiency, MTech offers HotSOS, PMWorks, REX and now Libra OnDemand. All MTech solutions today are enterprise level, SaaS solutions that offer maximum value with limited investment. MTech also provides consulting and training services to help customers achieve maximum value from their investments. It serves its customers from data centers in Miami, Las Vegas and Hong Kong, and its company headquarters are in Miami. For more information on the company, please visit www.m-tech.com. About theWit Hotel theWit, a Doubletree Hotel, is the newest downtown Chicago boutique hotel. Located on historic State Street -- in the heart of the revitalized theater and Loop business districts --, this all-new destination pulls the chair from underneath pomposity and seriousness … igniting the neighborhood with a new energy and spirit of fun. Relax in plush accommodations with breathtaking views of the Chicago River, the skyline, and Millennium Park. About DOCOMO interTouch DOCOMO interTouch is one of the world’s largest hotel technology service providers, delivering broadband connectivity services, multi-media services, and managed network solutions to the global hospitality industry. DOCOMO interTouch has been serving the hospitality industry since 1998, with its innovative technologies providing travellers and conference attendees with convenient access to enjoy communication, information and entertainment services in over 65 countries. Headquartered in Singapore and with operations throughout Asia Pacific, Europe, Africa, the Middle East and the Americas, DOCOMO interTouch now has offices in 50 countries worldwide on these continents. DOCOMO interTouch is a wholly-owned subsidiary of NTT DOCOMO, a global leader in mobile telecommunications technologies. More information on DOCOMO interTouch is available on http://www.docomointertouch.com |