LXR Luxury Resorts & Hotels Converts to MTech’s HotSOS to Manage Guest Services

  • MTech, A Division of Newmarket® International, Inc
  • 09.09.08
LXR Luxury Resorts & Hotels is teaming with MTech to install MTech’s industry-leading guest-services management system, HotSOS, in its luxury hotels and resorts.

MTech’s HotSOS (pronounced “hot sauce", HotSOS stands for Hotel Service Optimization System) enables hotels to streamline their guest services processes, such as guest request and incident reporting, rapid-response work flow and preventive-maintenance work flow. The HotSOS product is just one example of why Miami-based MTech is considered one of the industry’s leading providers of innovative, cutting-edge technology that helps hotels improve communications and operations, increase productivity and maximize guest satisfaction.

LXR Luxury Resorts & Hotels, Boca Raton, Fla., is a collection of upscale resorts, hotels, spas, golf clubs and marinas located in some of the most desirable resort and business destinations in the United States, the Caribbean and Europe.

According to LXR VP of Engineering Robert Smith, LXR wanted to totally upgrade its previous system for managing guests’ requests and concerns.

“Most of our hotels utilized a manual system where calls would be received at various locations for service requests and then would be dispatched out manually utilizing two-way radios or a paper work order distribution,” Smith said. “Calls were tracked in a variety of different ways, depending on the departments involved. The bottom line, however, is that we needed a more efficient mechanism to review historical data or research trends.”

Once the decision was made to convert to an automated guest services management system, Smith said there was little hesitation in choosing MTech’s HotSOS.

“Several of us had experience with MTech at previous properties that utilized MTech’s original Espresso System, and in some of the LXR locations, Espresso was still being utilized,” he said. “The review of alternate options was completed by both engineering and IT staff members, all of whom reached the same conclusion based on different considerations—HotSOS was the way to go.”

Smith said that primary considerations included the fact that HotSOS is Internet based and thus did not require on-site technical support. Ease of system access and quick, accurate response to work orders were additional key considerations.

“We also liked HotSOS’s flexibility with the various languages that are available and the system’s ability to spool reports based on different criteria,” Smith said. “The key feature for the property GMs was the PMS interface that provided staff members with quick access to guest information when staff responded to calls for service.”

According to Smith, HotSOS will have significant impact on LXR Luxury Resorts & Hotels on both a property and corporate level.

“On the property level, HotSOS allows us to streamline our operations and provides the ability for any staff member to easily generate a service request or correct a deficiency,” he said. “By electronically distributing the work orders automatically to the appropriate staff members, HotSOS reduces the need for cumbersome communications to simple tasks, and also provides a tool with which to monitor and measure staff productivity and accountability.

“By using HotSOS corporatewide, we will have the ability to research trends and develop improved strategies and best-practice guidelines,” Smith added. “The deficiency reports will also provide useful information when evaluating decisions for capital investments.

Luis C. Segredo, MTech’s president and co-founder, said  working with a leading resort-and-hotel organization such as LXR Luxury Resorts & Hotels is a great opportunity.

“We’re gratified to have added LXR Luxury Resorts & Hotels to our ever-growing roster of hotel companies and individual properties that understand the value of our Internet-based HotSOS product,” Segredo said. “LXR is an excellent example of a truly professional hotel company that understands the crucial importance of delivering the best possible service to its guests. Like other executives with whom we’re teaming, LXR’s management team understands the value of HotSOS and its ability to offer and maintain world-class guest service quickly, thanks to smarter management decisions that are based on up-to-the-minute, enterprisewide business intelligence.”

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