Hotel Online  Special Report

>.

KoolConnect Offers High End Guest Self-Service at
Jumeirah Essex House on HotSOS Platform
,...
System allows guests to order popular amenities and services from guestroom TV
.

NEW YORK. � MAY 12, 2009 � The Jumeirah Essex House hotel, a luxury property here owned and operated by Jumeirah Hotels & Resorts, added a new item to its menu of guest-service tools. It honed its use of the Hotel Service Optimization System (HotSOS, pronounced Hot Sauce) to allow guests to make special requests directly from KoolConnect�s HD VOD (High Definition Video on Demand) system, Intrigue HD. HotSOS is a guest-services/ -response solution of Miami-based MTech, a leading developer of software and services products for the hospitality industry.

The application is an exciting use of MTech�s system. Jumeirah qualified its most-requested amenities and services and made them available to guests in a popular and easy-to-use format: the in-room media entertainment system. HotSOS enables hotels to reduce costs while maximizing and streamlining guest-services processes, such as guest request and incident tracking/reporting, rapid-response internal defect reporting, and preventive-maintenance workflows.

�The system is set up so our guests can order things such as housekeeping service, room-service tray removal, toothbrush and toothpaste, and ice directly from their TV set,� said Andres Orta Castro, marketing manager at the Jumeirah Essex House. �According to our guest-service agents, these are the most-requested items. By enabling guests to order these items through the TV set, we are able to free up the telephone lines to our guest-services department and therefore provide better services to our guests.�

Quantifying the number of requests for specific services and qualifying them with �most important� status is a key feature HotSOS adds when interfaced with a hotel�s property-management system, said Luis Segredo, MTech president and co-founder.

�If your guests take the time to request a specific service or amenity, then you should get it to them as quickly as possible and then thank them,� Segredo said. �HotSOS allows you to expedite these requests instantly, and the attendant fulfills the request and updates the system.  Then, an agent can call the guest back to ensure satisfaction.  With HotSOS a complete record exists of everything that was done.�

How the process works

When a guest has a request but does not feel like speaking to someone, they can submit their request from the Intrigue HD customized interface. Widely recognized as the industry�s leading HD VOD platform, Intrigue boasts a variety of digital services and solutions including digital art, marketing initiatives, guest messaging features, 1st run Hollywood feature films, external device integration and much more. Additionally, the guest service items are available in crystal clear HD quality and enable the user to submit orders on-screen. Once an in-room order has been placed, KoolConnect automatically sends the request to the HotSOS system, which communicates directly with staff via hand-held technology.

�VOD has gone well beyond movies and today is more about using the TV as the point of in-room interaction with the guest to expand and improve their overall experience,� said Dave Tahan, chief executive officer of KoolConnect.  �KoolConnect�s integration work with MTech is a great example of how guest services can be greatly expanded via the television.� 

MTech�s Segredo concurred, adding: �The person fielding the request can optionally have valuable information available about the guest that includes his or her VIP level, arrival and departure date, issues from this stay, or stay history including old issues. With this information, the respondent can address the guest in the most complete fashion possible.�

Typically, hotels have a centralized guest-response department. Employees call into the department to report problems or submit requests. The guest-response department ends up being a dispatch center when it should be focusing on guests� needs. This sometimes results in inefficient workflow, Segredo said.

The Jumeriah Essex House gives its guests the choice of personal attention or self service, Orta Castro added.

�With MTech�s HotSOS and KoolConnect�s Intrigue HD platform, the Jumeriah Essex House has taken is workflow one step ahead,� Orta Castro said. �Guests no longer need to call for its most-requested amenities and services. They simply order them through the guestroom TV. HotSOS then takes over with its innovative technology. The service order is created, the proper attendant is notified, and a call is scheduled for the guest agent to confirm the completion of the task. And finally, the guest history is updated and stored for future use.

�Our guest-service agents now focus on providing more meaningful services to our guests,� he added.

About the Jumeirah Essex House
The Jumeirah Essex House Hotel is nestled between the beauty of Central Park and the buzz of Broadway. Enjoy its stylish setting, and surround yourself in the elegance that has lured dignitaries, celebrities and world leaders to this exclusive hotel for years. The historic property first opened its gilded doors in 1931. This Manhattan landmark has recently completed a $90 million refurbishment program that pays homage to its classic Art Deco heritage. For more information, visit www.jumeirah.com.

About MTech
Since 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 KoolConnect Technologies
KoolConnect Technologies Inc. is a leading provider of advanced digital and HD media on-demand solutions to luxury and upscale hotels worldwide. KoolConnect was the first company to offer HD VOD in the hospitality industry, and today the company�s Intrigue solution � the most customized and fully integrated VOD solution in the industry - serves nearly 20,000 rooms in prestigious properties in the United States, Japan, Hong Kong, Dubai, and the Caribbean. To learn more about KoolConnect, visit www.koolconnect.com

,

Contact:

Alberto Santana
Director of Sales
MTech
Tel: (786) 544-1105 
[email protected]

Barb Worcester
PRPRO
Tel: (440) 930-5770
[email protected]

Ilanna Walden
KoolConnect Technologies 
 (352)240.6901
[email protected]

Also See: White Lodging Reduces Maintenance Labor Costs by 25% via PMWorks Intelligent Scheduling Algorithm, MTech�s flexible preventive-maintenance solution adjusts staff schedules at the corporate level to match reductions in occupancy at the property level / May 2009
MTech and Ascom (US), Inc. Partner to Provide Two-way Integration with HotSOS / May 2009
MTECH's REX Rolls Out at New Bardessono Hotel in California's Napa Valley / March 2009
MTech Continues Customer-Centric Push by Adding Best-of-Breed CRM via Libra OnDemand; New Software as a Service sits on the force.com platform, offering the finest business-analytics tools for Guest Profiling, Loyalty & Rewards, and Sales & Catering / March 2009
Landmark New York City Hotel Adopts MTech/Digital Radio Integrated System; The world-renowned Carlyle in Manhattan benefiting from new HotSOS cost-reduction tool that streamlines staff communications and services and boosts guest satisfaction / March 2009
Sam Acheampong Joins MTech as European Sales Manager; Based in London, Acheampong to expand reach of MTech�s guest-services management solutions, including HotSOS, PMWorks and REX, across Europe  / February 2009
McLaren International Distributes MTech�s HotSOS, Expanding HotSOS Support in Asia and Oceania / October 2008
MTech, White Lodging Develop TACT to Tackle and Track Guest-Service Issues; Industry's leading innovator in technology works side-by-side with leading management company to provide its hotels with quality guest service / September 2008
LXR Luxury Resorts & Hotels Converts to MTech's HotSOS to Manage Guest Services; Leading resort and hotel company's services-management upgrade will generate benefits on corporate as well as property level / September 2008
Meet REX � Housekeeping�s New Best Friend; Operating on the Apple iPhone/iPod touch platform, MTech�s new Room Expeditor tool helps housekeeping departments turn rooms faster and provide room customization / June 2008
MTech First to Employ New Technology Offering More Efficient, Less Costly Communications; HotSOS interface offers increased communications efficiency and guest satisfaction while reducing costs / June 2008
Joie de Vivre Hotels Installs HotSOS to Help Enhance Guests' 'Joy of Life'; California's largest boutique hotel company begins first phase with installation of MTech's Hotel Service Optimization System in 10 Joie de Vivre properties / June 2008
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 / May 2008
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


To search Hotel Online data base of News and Trends Go to Hotel.Online Search

Home | Welcome! | Hospitality News | Classifieds | Viewpoint Forum | Ideas/Trends
Please contact Hotel.Online with your comments and suggestions.