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Station Casinos, Inc. Bets on MTech’s HotSOS to Provide Winning Guest Service at 11 HotelsSystem-wide roll out of MTech’s Internet-based guest-response system exclusively enables the company to consol

  • MTech, A Division of Newmarket® International, Inc
  • 05.28.08
For Station Casinos Inc., owner and operator of 11 hotels located throughout the Las Vegas Valley, each property and its guests will always win thanks to a recent system-wide rollout of MTech’s Internet-based Hotel Service Optimization System (HotSOS, pronounced “hot sauce”) solution. HotSOS connects service staff to each other, guests, groups and meeting planners—thus streamlining guest-services workflow and maximizing guest satisfaction.

Station Casinos’ properties that will soon spice up service with HotSOS include: Green Valley Ranch Resort, Spa & Casino, Palace Station Hotel & Casino, Boulder Station Hotel & Casino, Sunset Station Hotel & Casino, Santa Fe Station Hotel & Casino, Texas Station Gambling Hall & Hotel, Aliante Station Casino & Hotel (scheduled to open by the end of 2008), Fiesta Rancho Casino Hotel, Fiesta Henderson Casino Hotel and Wild Wild West Gambling Hall & Hotel.

“We opened Red Rock Casino, Resort and Spa two years ago with HotSOS,” said Michael Grisar, Station Casinos’ Corporate Vice-President Hotel’s. “We instantly realized the value that HotSOS brought to the property, and it soon became a “must-have” solution for our remaining ten hotels which do not have an automated guest-response solution in place.

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“HotSOS has already helped Red Rock’s team members to focus their attention on immediate guest requests and become more proactive in creating work orders to reduce the overall wear and tear of this amazing facility,” he said. “For some of our older properties, however, HotSOS will be an invaluable tool – especially when used in conjunction with MTech’s preventive-maintenance tool in the near future.”

Grisar said the company’s plan is to install HotSOS beginning with the Santa Fe Station Hotel & Casino, which went live in May, and adding a property every two weeks. Once the HotSOS roll out is complete, training will begin on the PM module, which already is in use at Red Rock Casino, Resort and Spa.

Enterprise operations
In conjunction with the HotSOS roll out, Station Casinos also is migrating its entire property PBX operations to its new state-of-the-art Call Center. The facility, opened in December 2007, serves as headquarters for Station Casinos’ Centralized-Reservations operations for all 11 hotels. Beginning in June, the PBX team from the Santa Fe Station Hotel & Casino will move to the offsite facility. Every two weeks thereafter, an additional property’s PBX team will relocate to the Call Center with completion due for September 2008.

“Only HotSOS can work in tandem with remote PBX operations to support an enterprise of this magnitude,” said MTech President Luis Segredo. “Data from 11 individual hotel property-management systems will be brought together at the Call Center for seamless operations. Guest requests will be entered into HotSOS by the hotel’s proprietary PBX operator, and then dispatched -- via a wireless device like a pager or cell phone  -- to the Team Member at the specified property responsible.

“By making our team members jobs easier through the usage of HotSOS, they will in turn be able to provide heightened, superior level of service to our guests,” Grisar said.

“Thanks to MTech and HotSOS, Station Casinos’ is leveling the playing field by providing a winning experience for all – the house wins and so do our guests – every time,” he said.

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