Merritt Expands GuestWare Commitment to 10 Hotels
Software Selected to Strengthen Customer Loyalty, Overall Guest Satisfaction
SEATTLE, WA, April 11, 2006. Diversified Computer Corp. (DCC), maker of GuestWare, the lodging industry's leading customer relationship management (CRM) system, has announced that Merritt Hospitality LLC will install its software in three of its full-service Hilton properties. GuestWare already has been successfully implemented at seven full-service Marriott hotels and one Renaissance property managed by Merritt.
The three Hilton properties that will be adding GuestWare include: the Hilton Long Beach, Long Beach, Calif.; Hilton Indianapolis North; and Hilton Sonoma County, Santa Rosa, Calif. Staff at the Hilton hotels will use GuestWare to track every guest incident, complaint and their resolution.
"The decision to implement GuestWare at the three properties was an easy one for us," says Hal Cook, regional vice president operations of Norwalk, Conn.-based Merritt Hospitality. "I have worked with GuestWare at other properties for more than 10 years and have seen how it can effectively help resolve problems. It is a proven and cost-effective program that will help our hotels eliminate service deficiencies and improve overall guest satisfaction."
Using GuestWare, hotel staff will be able to log detailed incident information including guest name, room number, incident type, how the incident was resolved, who resolved it and whether compensation was provided to the guest. GuestWare incident reports will enable managers to identify the top 10 incident types as well as problems by room. With this information in hand, service quality can be improved and recurring issues can be eliminated.
"GuestWare does a lot of different things related to hotel CRM but these hotels are focusing on where we got our start-problem resolution, defect tracking and process improvement," says Mike Benjamin, vice president of Seattle-based DCC. "A perfect stay without problems is still a great way to build loyalty."
The Merritt-managed properties already using GuestWare include: the Atlanta Marriott Norcross, Norcross, Ga.; Atlanta Marriott Northwest, Atlanta; Baltimore Marriott Hunt Valley Inn, Hunt Valley, Md.; Boca Raton Marriott at Boca Center, Boca Raton, Fla.; Detroit Airport Marriott, Romulus, Mich.; Detroit Marriott Southfield, Southfield, Mich.; Fullerton Marriott at California State University, Fullerton, Calif.; and the Renaissance Fort Lauderdale, Fort Lauderdale, Fla.
Marriott International, Inc. (NASDAQ: MAR) is a global leading lodging company based in Bethesda,Maryland, USA, with more than 4,200 properties in 80 countries and territories. Marriott International reported revenues of nearly $14 billion in fiscal year 2014. The company operates and franchises hotels and licenses vacation ownership resorts under 19 brands, including: The Ritz-Carlton®, BVlgari®, EDITION®, JW Marriott®, Autograph Collection® Hotels, Renaissance® Hotels, Marriott Hotels®, Delta Hotels and Resorts®, Marriott Executive Apartments®, Marriott Vacation Club®, Gaylord Hotels®, AC Hotels by Marriott®, Courtyard®, Residence Inn®, SpringHill Suites®, Fairfield Inn & Suites®, TownePlace Suites®, Protea Hotels® and MoxyHotels®. Marriott has been consistently recognized as a top employer and for its superior business ethics. The company also manages the award-winning guest loyalty program, Marriott Rewards® and The Ritz-Carlton Rewards® program, which together surpass 50 million members. For more information or reservations, please visit our website at 
