Bardessono Hotel Manages Guest Expectations with Housekeeping Solution
In a commitment to operating efficiency that mirrors its lavish attention to guest comfort and satisfaction, the Bardessono Hotel, an MTM Lodging managed property, deploys REX — a room expeditor system developed by Miami-based MTech, a developer of Software as a Service products aimed at improving service and efficiency for the hospitality industry.
REX, which taps hand-held technology to streamline housekeeping functions, works in tandem with MTech's Hotel Service Optimization System (HotSOS) and also can be used with M-Tech's Internet-based Quality Inspection Console (QIC) to bolster the inspection of guestrooms.
REX, which taps hand-held technology to streamline housekeeping functions, works in tandem with MTech's Hotel Service Optimization System (HotSOS) and also can be used with M-Tech's Internet-based Quality Inspection Console (QIC) to bolster the inspection of guestrooms.
"I can't say enough about how much easier it's been to do room assignments," says Sylvia Strouse, executive housekeeper of the recently opened, 62-room Bardessono. "It's just •click and go.' Each housekeeper gets assignments based on a point system and automatically knows which rooms are of the highest importance. All expectations are met."
Real-time communication
Attendants at the Bardessono are outfitted with a PDA, in this case the Apple iPhone/iPod touch platform. This makes possible the real-time communication of information from housekeeper to management and vice versa, resulting in fast and accurate housekeeping decisions.
For example, hotels guests sometimes wish to stay as late as possible on their date of departure. Likewise, arriving guests, particularly in resort or spa settings, might wish to arrive as early as possible. This puts a squeeze on housekeeping.
The room-attendant is exposed to guest histories and preferences. This allows the attendant to refer to the guest by name and set-up the room with guest preferences, such as room temperature and pleasing amenities. Information currently is available in Spanish and English, but can be translated as needed.
Guest expectations
REX also helps manage guest expectations. "It's already happened once in the short time we have been open," Strouse says. "We had a guest complaint saying the room was never cleaned. But through the system we were able to ascertain that, indeed, our attendant did stop by the room twice, only to encounter a •Do Not Disturb' sign.
Strouse is looking forward to some tweaks from MTech, so REX can broadcast training videos or supply written manuals via the iPod. "With this capability, attendants can refer instantly to proper folding and cleaning techniques, and more. This is a great opportunity for us, and it is a system with development possibilities for us."
She adds that the system also eliminates massive amounts of paper and ink usage. This is important to the Bardessono as it hopes to earn Platinum designation from the Washington, D.C.-based U.S. Green Business Council for its ecological efforts. It would become the first luxury hotel in America to do so, she says.