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On March 16th, 2016 the Service Optimization team from Newmarket, an Amadeus company, organized an open forum at the Hyatt Regency Montreal, hosted by the property’s Director of Finance, Mr. Stephane Goguely. The forum was attended by existing Newmarket hotel property clients as well as other hotel executives wanting to learn about service optimization.

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Alberto Santana, VP of Sales – Americas at Newmarket opened the session discussing the challenges hospitality executives are faced with today. These challenges include issues related to guest engagement, staff productivity, and operational deficiencies. He also discussed Millennials, and how they are interacting with third parties and social media to book, edit and share reviews of their stay, minimizing their direct interaction with hotels.

He also highlighted the ironic fact that hotel companies are spending hundreds of millions of dollars in guest-facing technology to facilitate guests’ arrival experience and check-in process; yet the readiness of the room is still controlled by the room attendant!

Interestingly, a few of our existing clients shared their successes with the group:

Montreal-2Philomene A, Director of Housekeeping, at the Hyatt Montreal said “With Service Optimization we are able to personalize the service provided to our guests which helped us improve our guest survey scores. Moreover, since the automation of my department, I am able to reduce my room attendant count by 2 on a daily basis!”

Valerie Laprade Leduc, Housekeeping Manger, at the W Hotel Montreal said: “My team is realizing the time they are saving since the implementation of HotSOS Housekeeping. The system is extremely user friendly and efficient. Today, my office coordinator arrives an hour later to start the day, and my supervisors are able to manage their teams and update rooms remotely on their tablets, on-the-go, without the need to look for their room attendants or return to the office.”

Jean-Pierre Gagne, Guest Experience Manager, at the Best Western Quebec City, drove over 3 hours to be part of this forum and share his experience with HotSOS.

Jason Mcleish, Director of Sales in Canada, ended the session by going through a quick presentation on Montreal-3HotSOS and how it automates the hotel’s daily operational work flow. He explained how the software handles schedules, daily work orders, and guest requests, streamlining operations, reducing costs, increasing productivity and ultimately enhancing the guest experience. He also introduced HotSOS Housekeeping and demonstrated how the solution automates the daily housekeeping operations and prioritization of guestrooms, maximizing clean guestroom yield and shortening the guest wait time for check-in.

Executives from other hotel properties such as the Ritz-Carlton, Omni, Quality and Marriott seemed very pleased to hear the optimization successes of our clients first hand. The open forum also allowed them to address their questions and concerns and have them answered by fellow industry leaders and friends.

Topics: Service Optimization