Customer Experience/Service

Faced with outdated concierge and front desk practices that relied heavily on manual clerical tasks, the Peninsula Beverly Hills went in search of a solution that would allow staff to focus more of its time on guest interactions. By streamlining these time consuming tasks through the installation of a Web-based task-tracking and database solution, staff are now able to build closer relationships with guests.

Best Western International hopes to improve employee efficiency and satisfaction through the installation of UniFocus' feedback methodology and analytics.

Guests of the InterContinental Chicago are queuing up to use the convenience of boarding pass kiosks from Flyte Systems.

Omni Hotels announces the launch of a restructured technology platform that centers on the implementation of the OPERA Reservation System, OPERA Customer Information System, and OPERA Web Suite.

Management for the MGM Grand at Foxwoods hopes to create a compelling online experience for customers with the added function of gaining valuable consumer insight, through the recent launch of its social networking platform.

Hospitality Technology is now accepting nominations for the 2009 Hotel Visionary Awards. Submit your nominations today for the hotel that has outstanding overall technological innovations, incredible in-room technology, or exceeds guest expectations on a regular basis.

HT's editorial staff combed through 2008's articles to bring you our picks for the top ten headlines that are too important to be missed. You might not have read them the first time around, so here's your chance to catch up. From tops interviews with Dunkin' Donuts, InterContinental Hotels Group, and Fuddruckers executives, to insights into property management and point of sale execution strategies, these are the articles that are too important to miss in 2008.

UK-based Crowne Plaza Hotels now offer guests the option of receiving "switch off calls" at night in an effort to curb BlackBerry and email use and promote a good night's sleep.