HotSOS Goes Global with Multiple Language Capability

  • MTech, A Division of Newmarket® International, Inc
  • 02.20.07
MTech announced that its Internet-based Hotel Service Optimization System (HotSOS, pronounced “hot sauce”), which wirelessly connects staff to each other and streamlines guest-services workflow, is now available in up to 15 languages.

The Mandarin Oriental Tokyo, part of the Mandarin Oriental Hotel Group, is the first to use HotSOS with Japanese as its primary language.

“Instant information is only valuable if it is presented in a language that communicates clearly to the end user,” said Luis C. Segredo, MTech president. “Two-thirds of the world does not speak English, yet most U.S.-developed software does not support the needs of non-English speaking hotel workers. Now that HotSOS has grown to be an in-demand global product, we have done everything possible to ensure that all guest requests and workflow processes can be communicated in the employees’ primary language of choice. This is a huge step in providing global enterprise solutions.”

He explained that HotSOS is now available in Spanish, French, Japanese, traditional and simplified Chinese and Russian dynamically upon login. The telephone interface also supports these languages plus Polish, Korean, Creole, Tagalog, Bosnian, Czech, Slovak and Swedish. Previously, the guest-response solution only allowed field personnel to receive work on their wireless devices in their native language. Today they can log into any machine, anywhere in the world, and see all the varying screens and data stored in HotSOS in their preferred language.”

Gary McCallum, VP of hotel information systems for Mandarin Oriental hotels, said HotSOS is a corporate standard for rapid response at all properties. Mandarin Oriental represents almost 9,000 rooms in 18 countries with 13 hotels in Asia, 12 in the Americas and six in Europe and North Africa. 

“The different language applications are used for different properties around the globe,” McCallum said. “However, the Mandarin Oriental Hong Kong keeps English as its primary software language, as we do at corporate headquarters. Local-language functionality allows us to use HotSOS in countries that have few English speakers. Without this capability we would not be able to use HotSOS in Tokyo today, for example.”

Segredo said the Sands Macau has recently implemented HotSOS in simplified Mandarin, and other properties are quickly following suit. At the onset, simplified Mandarin, traditional Chinese, Japanese and Spanish were the first languages available through HotSOS.

“Dispatching work orders to an employee in his or her native language is important,” Segredo said, “but being able to read that those work orders are documented, completed or are in progress in the host system in a language that all staff understands is quite dynamic. This new multilanguage capability shows that MTech is dedicated to providing our customers with the ultimate guest-response tools so that they can provide their guests with the ultimate in customer service.”

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