LodgeNet Announces Launch of Guestroom Manager 2.0 Broadband Access Solution

  • LodgeNet Interactive Corporation
  • 10.30.09
LodgeNet Interactive Corporation (NASDAQ: LNET), a leading provider of media and connectivity solutions to the hospitality industry, announced at its Customer Technology Symposium in Atlanta, Ga., that it has launched Guestroom Manager 2.0, a comprehensive program of product enhancements designed to deliver new functionality and increased performance for LodgeNet Broadband Internet Access customers nationwide.

The foundation of Guestroom Manager 2.0 is built on a newly released software platform that delivers expanded capabilities and scalability for LodgeNet gateway servers. LodgeNet engineers spent over 12 months developing and testing the new software platform, and it has now been deployed nationwide at no charge to all customers whose properties are managed by the LodgeNet Gateway Server. In support of this software upgrade, the company has also added expanded memory to all LodgeNet Gateway servers to provide increased processing power and expanded capacity to handle increasing guest usage.  

The software enhancements in Guestroom Manager 2.0 include solutions to address spam management, bandwidth management, use leveling and overall systems stability. In addition, multilanguage functionalities, system recovery and system restore functions are also included in the upgrade. 
“Our call volume has dropped by over 20 percent since the rollout of the new firmware began in June,” said Steven R. Pofahl, senior vice president and general manager of hospitality operations for LodgeNet.  “We’ve invested heavily in our customer support over the past year, and with the rollout of Guestroom Manager 2.0 we expect to continue to see significant increases in hotel and guest satisfaction across the board.”

In addition to the new software platform, the Guestroom Manager 2.0 launch also includes the implementation of  a new and enhanced enterprise-grade Proactive Monitoring System to manage all equipment installed in the field at all properties, regardless of server platform. The newly deployed system actively monitors all IP based broadband systems supported by LodgeNet down to the device level, including servers, access points and other supporting devices.  Uptime, system health and guest usage are included in the elements monitored by the system, and evaluations are done at least once per minute for every device installed at all properties. “We are very pleased with the performance we have seen in the Proactive Monitoring System based on our initial implementation.   Our ability to view property systems, and remedy network issues proactively is greatly advanced,” said Pofahl. 

In support of the Guestroom Manager 2.0 launch, LodgeNet has also implemented new procedures to coordinate and align the company’s call centers, field service, sales and administrative to enhance company responsiveness and overall customer satisfaction. “These process improvements have streamlined how cases are managed in order to increase the quality of customer service for hoteliers and their guests,” added Pofahl.  “They are part of the customer service initiative that LodgeNet has identified as a priority for the rest of this year and into 2010.”

“The launch of Guestroom Manager 2.0 is just one example illustrating LodgeNet’s commitment to delivering world-class service for our high-speed Internet access customers,” said Scott E. Young, president of hospitality for LodgeNet.  “We see broadband Internet access and integrated IP network solutions as strategic opportunities for our company, and we are focused on continuing to refine our solutions and services to ensure that we consistently meet our customer’s needs as technology evolves,” said Young.

Young added that LodgeNet is also in the process of developing a next generation version of its customer reporting service (CRS) software, which will bring together the reporting and system health visibility desired by most hospitality IT managers.  LodgeNet plans to launch the upgraded CRS service during 2010, and will offer that upgrade to all of its broadband customers at no charge as it has done with Guestroom Manager 2.0. 

Additional information regarding LodgeNet Guestroom Manager 2.0 was presented at the company’s Second Annual Customer Technology Symposium held on October 27-29 at The Ritz-Carlton Buckhead in Atlanta, Ga. The event – “Technology Innovation and the Guest Experience: New Opportunities and New Business Models” – featured presentations and panel discussions focusing on the operational, financial and guest service implications of current and emerging hospitality technologies.  Attendees of the event included executives from major hospitality brands, hotel owners and management companies.

LodgeNet Interactive Corporation is a leading provider of media and connectivity solutions designed to meet the unique needs of hospitality, healthcare and other guest-based businesses. LodgeNet Interactive serves more than 1.9 million hotel rooms worldwide in addition to healthcare facilities throughout the United States. The company’s services include: Interactive television solutions, broadband Internet solutions, content solutions, professional solutions and advertising media solutions. LodgeNet Interactive Corporation owns and operates businesses under the industry-leading brands: LodgeNet, LodgeNetRX and The Hotel Networks. LodgeNet Interactive is listed on NASDAQ and trades under the symbol LNET.

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