L.A. Hotel Turns to HotSOS/Vocera Technology to Ensure Top Service

  • MTech, A Division of Newmarket® International, Inc
  • 12.11.07
The InterContinental Los Angeles Century City, located within walking distance of major movie studios and famed Rodeo Drive in Beverly Hills, markets itself as offering guests a true taste of Hollywood style. Now, management has ensured that guests will continue to enjoy that unique experience and feel more than ever that their stay was a memorable one.

The InterContinental Los Angeles Century City is now partnering with MTech and its Hotel Service Optimization System (HotSOS, pronounced hot sauce) and Vocera Communication, a wireless communications system that provides hands-free, voice and messaging solutions.

“We wanted cutting-edge tools to help us expedite guest service and provide us with accuracy and accountability in terms of operations,” said Jay Smith, InterContinental Director of Sales and Marketing. “The combination of HotSOS—which InterContinental corporate first used in 2005 at the Barclay in New York—and Vocera, which we installed earlier this year at Century City, offers unprompted guest service by actively using guest profiles. In addition, the system provides instant communication from anywhere in the hotel to any staff member, and that significantly increases speed and efficiency.”

Raymond Vermolen, Manager of the InterContinental Los Angeles Century City, offered specific examples of how HotSOS and Vocera team up to enhance guest service.

“Suppose, for instance, that the guest in Room 414 needs towels and calls housekeeping,” Vermolen said. “HotSOS sends the message to the next available houseman closest to that room on his Vocera badge who immediately brings the needed towels. The result? The guest is happier—and is happier quicker!

“A second scenario might be a guest in a meeting room who catches the banquet server and asks him about local restaurants,” Vermolen added. “The server simply contacts the concierge using his Vocera badge and in real time, without having to leave the meeting room, the concierge can help that server get the needed information to the guest quickly, easily and accurately—which is the name of the game when it comes to top-quality guest service.”

HotSOS and Vocera also play a role in the hotel’s guest-history process and loyalty programs.

“Both are linked to Opera, our property-management system, and that provides instant service through the profile log, and any guest request is automatically retained,” Smith said. “Furthermore, having this state-of-the-art technology is valuable from a marketing perspective—our plan is to use this system’s unique features to enhance our philosophy that offering world-class guest service is our top priority.”

Luis Segredo, MTech president and co-founder, said that when a luxury property like the InterContinental Los Angeles Century City enhances its already top-quality guest service with state-of-the-art technology like HotSOS, it’s a comment both on the hotel’s dedication to quality service and to our product’s reputation for enhancing such service.

“We’re thrilled to have this luxury hotel as one of the growing list of clients that understand the value of HotSOS and how it delivers improved work-order dispatching, expanded data manipulation, and better report generation and sharing options—tools that engineers and managers have needed for a very long time,” Segredo said. “Together with Vocera, HotSOS creates the ability to offer—and maintain—world-class guest service quickly, thanks to smarter management decisions that are based on up-to-the-minute, enterprise-wide business intelligence.”




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