LXR Luxury Resorts & Hotels Selects New Manage Guest Services

LXR Luxury Resorts & Hotels is teaming with MTech to install MTech's guest-services management system, HotSOS, in its luxury hotels and resorts.

MTech's HotSOS enables hotels to streamline their guest-services processes, such as guest-request and incident reporting, rapid-response work flow and preventive-maintenance work flow.
According to LXR VP of Engineering Robert Smith, LXR wanted to totally upgrade its previous system for managing guests' requests and concerns.

"Most of our hotels utilized a manual system where calls would be received at various locations for service requests and then would be dispatched out manually utilizing two-way radios or a paper work-order distribution," Smith says. "Calls were tracked in a variety of different ways, depending on the departments involved. The bottom line, however, is that we needed a more efficient mechanism to review historical data or research trends."

Once the decision was made to convert to an automated guest-services management system, Smith said there was little hesitation in choosing MTech's HotSOS.

"Several of us had experience with MTech at previous properties that utilized MTech's original Espresso System, and in some of the LXR locations, Espresso was still being utilized," he says. "The review of alternate options was completed by both Engineering and IT staff members, all of whom reached the same conclusion based on different considerations, HotSOS was the way to go."

Smith said that primary considerations included the fact that HotSOS is Internet based and thus did not require on-site technical support. Ease of system access and quick, accurate response to work orders were additional key considerations.

HotSOS is expected to have significant impact on LXR Luxury Resorts & Hotels on both a property and corporate level.

"On the property level, HotSOS allows us to streamline our operations and provides the ability for any staff member to easily generate a service request or correct a deficiency," he says. "By electronically distributing the work orders automatically to the appropriate staff members, HotSOS reduces the need for cumbersome communications to simple tasks, and also provides a tool with which to monitor and measure staff productivity and accountability.

"By using HotSOS corporate-wide, we will have the ability to research trends and develop improved strategies and best-practice guidelines," Smith adds. "The deficiency reports will also provide useful information when evaluating decisions for capital investments.