The Liaison Capitol Hill Uses HotSOS from Newmarket to Improve Day-to-Day Operations
Inefficient Communications Lead to Operational Challenges
In 2007, The Liaison realized that it needed the ability to quickly resolve reported issues and address potential problems before they impacted guests. However, The Liaison did not have a consistent way for staff members to communicate effectively. As a result, it was difficult to track issues such as guest requests, lost and found items, and staff attendance throughout the hotel without errors. To provide guests with the level of service they expected while improving day-to-day operations, The Liaison turned to HotSOS from Newmarket® International International, Inc. ("Newmarket") to solve these challenges.
"We wanted to find a solution that would address all the challenges we faced," said Cedric Mosby, Director of Housekeeping for The Liaison. "After evaluation of the solutions available, we determined that HotSOS best fit our needs. It provides a comprehensive solution yet is user friendly. Our staff members had no issue learning and using it."
HotSOS Answers the Challenge
HotSOS automates and tracks preventive maintenance, service orders, and guest requests to ensure that basic services are always provided while creating a "home away from home" experience. HotSOS helps The Liaison operate more efficiently and improve guest satisfaction by easily automating and tracking tasks. With intelligent guest matching, profiling, and stay history features, information at The Liaison is always "at your fingertips." HotSOS provides features that include:
- Preventive maintenance to schedule, track, and report on inspections of property assets
- Call backs to ensure that guests are satisfied with the service they receive
- Easier and more useful method to track lost and found items
- Expedited guest requests by sending tasks directly to the person responsible
- Room attendant ability to log engineering calls as well as "DND" and "No Service" rooms
The intuitive capabilities and easy-to-use screens in HotSOS allow personnel at The Liaison to create and update service orders as well as run reports with speed and accuracy. Staff members can anticipate guest needs and be more proactive.
"HotSOS provides the tools to not only meet guest expectations, but to go beyond them by creating personalized, unique experiences," said Luis Segredo, President MTech Division of Newmarket. Thanks to the unique automation of HotSOS, The Liaison now realizes impressive results in day-to-day hotel operations.
"HotSOS is a great tool and has allowed us to track activity throughout the hotel from Housekeeping to Engineering to Food & Beverage," said Mosby. "We are able to monitor guest issues, preventive maintenance in rooms, lost and found, associate attendance, and many other things." As a robust service optimization technology solution, HotSOS gives staff members the tools to maximize performance and satisfy their discerning guests.
About The Liaison Capitol Hill, an Affinia Hotel
One of the top boutique hotels in Washington, DC, The Liaison Capitol Hill, an Affinia Hotel, provides guests a powerful connection to the city as well as an urban hideaway in an always-moving city. Boasting a prime location on Capitol Hill, The Liaison is the closest hotel to the U.S. Capitol. The Smithsonian, National Mall, Union Station, and dozens of the country's most visited museums and monuments are within walking distance. The Capitol Hill boutique hotel is both a powerful bond to the nation's capital and a comfortable escape as well.
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