For the past 15 years Loews Hotels
has automated the guest-response processes via MTech's Espresso quality management solution. Loews now expands its relationship with MTech
with the implementation of HotSOS (Hotel Service Optimization System).
HotSOS manages guest profiling, guest response, incident tracking, service recovery tracking, workflow automation, preventive maintenance, room inspections and MOD logs.
"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," says 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.”
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. All 18 Loews Hotels will be running with HotSOS by first quarter 2012.