SDC Solutions and MTech Join Development Forces to Improve Guest Service

  • MTech, A Division of Newmarket® International, Inc
  • 08.29.07
SDC Solutions, Inc. and MTech announced a partnership in which both companies will leverage their respective technologies to deliver an integrated, proactive approach to guest service that will maximize team efficiency, enhance the guest experience, and ensure guest retention.

“Providing our hospitality customers with tools that increase efficiency and contribute to a positive guest experience is of paramount importance to SDC. Integrating our IntelliDESK PC-based console with MTech’s Hotel Service Optimization System (HotSOS) clearly brings us one step closer to providing the ultimate hospitality solution,” said Joseph Jarnutowski, president and CEO of SDC Solutions. “Seamless and accurate guest information that is easily accessed and updated in real time is not a frivolous goal, but a requirement in today’s competitive environment and a necessity to achieve five-star/diamond status. By integrating our two solutions, we are able to provide current and future customers with a best-of-breed solution that helps them achieve that very goal.”

SDC’s IntelliDESK is a PC-based console solution that functions as a centralized repository for hotel knowledge, automatically updated in real-time thereby reducing the time and effort needed to maintain accurate directory information. Additionally, IntelliDESK enhances operator performance through screen-based interactive functions, including automatic display of incoming calls, single keystroke call transfers, efficient setting of auto and VIP preferences and wake-up calls, automatic launch of emergency procedures and other telephony functions. Ultimately, operator productivity and accuracy is increased while staffing, data entry requirements and overall costs are reduced.

Designed by MTech for multihotel enterprise operations and brands, HotSOS—installed in more than 1,200 hotels around the world—creates the ability for any hotel to offer world-class guest service quickly, due to up-to-the-minute, enterprise-wide business intelligence. Guest-request calls are entered into HotSOS and then dispatched to the person responsible for responding via a wireless device such as a pager or cell phone. Then service orders are automatically updated from the same wireless device. In addition to enabling staff to respond instantly to guest concerns, HotSOS provides an excellent service order tracking mechanism, allowing for pinpointing recurring service inconsistencies.

With the new integration, operators will access HotSOS directly from their IntelliDESK screen, making both applications appear as one to the user. This simplifies training and support and delivers immediate access to critical HotSOS data for a faster, more complete response to guest requests, concerns and comments. 

According to Luis Segredo, president and CEO of MTech, “Part of the beauty of this integration is that it was accomplished so quickly.  Due to the architecture of the solutions, the integration was made possible in a matter of days because no data or logic is replicated in creating the integration. This speaks of the technical prowess of each of our groups and is an exciting indication regarding the direction for future enhancements.”

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