White Lodging, MTech Develop TACT to Track Guest-Service Issues

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White Lodging, MTech Develop TACT to Track Guest-Service Issues

White Lodging, a fast growing independent ownership, development and management company, wanted to create an easy-to-use tool to capture what its guests are asking for and what they take issue with. By partnering with MTech to develop a new solution called TACT, White Lodging's properties are better able to understand guest needs. TACT is an enhancement to MTech's popular PMWorks program.

"Better understanding what our guests are requesting is paramount to us," says John LaHaise, VP of engineering for White Lodging. "To address that, we needed to move beyond paper-based data capture to gather and analyze that information. MTech plays an important and ongoing role with their PMWorks product at our hotels in improving our preventive maintenance programs. Their ability to develop a tool to capture and log guest service recovery was something we were confident they could deliver."

"After testing and implementing TACT over the past 6 months, the information is allowing us to better serve our guests and understand where recurring issues originate and/or happen. Management, staff and guests couldn't be happier," adds LaHaise.

TACT offers an efficient way to capture guest-service issues and requests to more accurately find repeat items and correct them, and to eliminate the manual process traditionally employed in this critical task.

With TACT, guest-service issues are reported and compiled electronically, then quickly distributed to the appropriate staff for correction or other action. TACT further allows for accurate tracking to ensure that all items are completed in an efficient, effective and timely manner. Reports are then generated to management on a daily, weekly and monthly basis, thereby providing management with the tools it needs to correct service/request issues and improve guest service.

TACT is built on the HotSOS (Hotel Service Optimization System) infrastructure, and can be used via touch-screen or any web browser. The solution puts a very easy-to-use, Web-based interface at the front desk, eliminating the paper-based system. It gives the front desk agent a quick, intuitive interface to enter in the guest issue or request, then creates a digital log and reminds the front desk to follow up.