http://www.hospitalityupgrade.com/_files/File_TechSpotAd/MTechDenihan%20Selects%20HotSOS.pdf
HotSOS Use Growing Exponentially by New York-Based Denihan Hospitality Group, Hospitality Upgrade
Affinia 50, Affinia Manhattan, and Affinia Dumont hotels of the Dumont Hospitality Group have installed the use of HotSOS, an internet-based Hotel Service Optimization System created by MTech. This system is interfaced with the PMS system of the hotel. Guests’ requests are entered into HotSOS, which then relays the request to a wireless device. The staff can instantly respond to the request through the same wireless device, providing for faster and better quality service. HotSOS will then record the requests. This allows the staff to anticipate specific guest requests. Additionally, the staff will also be able to recognize recurring errors within their own hotel as well as enterprise-wide. HotSOS is available as a subscription service with a flat monthly fee. After 2 years of service, Jeffrey Toscano, Corporate Director of Operations for DHG, commended HotSOS’s ability to accurately relay information in an efficient manner, which in turn allows for an immediate correction of the incident. He is pleased with the improved guest satisfaction due to a better understanding of the guest’s needs and values. Luis Segredo, President and Co-Founder of MTech, agreed that HotSOS has been successful in improving guest satisfaction and in keeping the standards that are expected of a luxury hotel.
While I was reading this article, I was initially impressed by the many features of the HotSOS system. In this present day, hotels compete against each other for business by trying to be the fastest and best at pleasing their guests. This wouldn’t be possible without the use of technology. The staff needs to know about an issue as soon as it occurs, if not correct or prevent the issue before it even happens. Technology allows for an immediate and efficient transfer of information, and the HotSOS system is a perfect example of this technology. I think that connecting HotSOS with a wireless device, such as a pager or a cellphone, in order to send information directly to a person who has the device on their person and is available at all times is a brilliant concept. It seems to be the best way to contact the right people who are in charge of getting the job done. Although the system may be expensive to install and maintain, Jeffrey Toscano seems to believe that the return profit justifies the money spent. I was also impressed by HotSOS’s ability to record and provide a complete history of incidents from the entire enterprise of hotels. This is an ingenious way to apply the concept of “learning from others mistakes.” On the other hand, I was curious about how this system compares to other similar systems that are used to relay information and record history. I also would have liked to hear more about how closely the system interfaces with the PMS system.
3 comments:
This blog was a joy to read. Well written and informative. I had never heard of HotSOS before and was left wanting to know even more. I think its a great way for managers to receive instant customer complaints, allow for immediate resolution of the problem, and auotomatic record keeping. This sounds like technology that will help differentiate service from hotel to hotel (untill they ALL have it).
-Steven Markowicz
I agree with Laura’s opinion about the HotSOS system that allows hotel guests to enter requests, needs, and concerns into a service optimization system. I was very impressed with this system which allows hotels to better understand, if not, prevent problems that guests may have through a technological device. And, the staff is connected by a pager or cell phone of some sort, so the right person who can alleviate the problem will be automatically connected to the guest. Additionally, the system records and tracks all incidents from each and every hotel in a particular lodging group. Thus, hotels can better predict and interpret guest needs based on history. I think this is a technology that all hotels should implement into their systems.
I was very impressed with the Hot SOS system and feel that in today's changing environment it is a great response in anticipating guests’ needs and wants via this paging/beeper device. This technology will definitely allow hotels to differentiate themselves, but additionally seems too "involved" in the customers’ experience. In using this term "involved" I am referring to the obvious 24/7 attention and response that this device allows. Customers desire to have their needs and wants exceeded in the hospitality industry, but for the person on the receding end of the HotSOS alert, the requests could become too much for one to deal with at any given moment of any day. The system has worked well for this corporation thus far, but I do not know if I would be so willing to execute this system on my employees.
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