Loews Hotels Migrating to MTech's HotSOS

  • MTech, A Division of Newmarket® International, Inc
  • 08.03.11
Guests loyal to the Loews Hotel luxury brand are experiencing service delivery like never before now that its properties are migrating to the Hotel Service Optimization System (HotSOS) from MTech.

For the past 15 years Loews Hotels have automated their processes for responding to guests requests and work order fulfillment via MTech's Espresso! Quality Management solution. Today, the Loews Miami Beach Hotel, Loews Portofino Bay Hotel at Universal Orlando®, Loews Royal Pacific Resort at Universal Orlando®, and Hard Rock Hotel at Universal Orlando® Resort have upgraded to MTech's next-generation solution to provide an even higher level of quality service, and in a more timely fashion. All 18 Loews Hotels will be running with HotSOS by first quarter 2012.

"Communicating the urgency in which staff need to react to guests' requests or respond to work-order tickets is no longer a challenge now that many of our hotels are running on HotSOS," said Tony Del Mastro, chief technology officer for Loews Hotels. "At Loews Hotels, our brand promise is centered on our commitment to each guest, and HotSOS is helping us to better deliver that one-of-a-kind experience because the technology provides data-collection tools that will prove invaluable as we get to know our guests better.”

HotSOS manages guest profiling, guest response, incident tracking, service recovery tracking, workflow automation, preventive maintenance, room inspections and MOD logs.

"The HotSOS solution is ideal for Loews Hotels because it's a brand that remains focused on service delivery, and that includes anticipating their guests' needs even before a request is made," said Luis Segredo, MTech president. "HotSOS will deliver transparency across all Loews properties, providing invaluable data that will help each individual property to exceed its guests’ expectations while reducing guest call-waiting times, increasing staff accountability, providing better staff-to-guest communication, and ultimately delivering faster response times.

"HotSOS also will help Loews Hotels to reduce labor costs, maintenance costs and liability," he said. "We are absolutely thrilled to expand on our 15-year relationship with the Loews Hotels brand and look forward to being live systemwide by early 2012."

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