MGM Grand Las Vegas Turns to MTech

HotSOS Internet-based guest services tool helps world-class Vegas venue improve on even its own high

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. October 14, 2008

MIAMI, FL, June 26, 2006. As they say in Las Vegas, the MGM Grand Hotel/Casino has gone all in and installed MTech's Hotel Service Optimization System to better deliver the world-class guest services for which its known worldwide.

MGM Grand Las Vegas, one of most recognizable resort properties in Las Vegas, features 5,034 guest rooms in four, 280-foot tall towers. There are also 30 private villas located inside The Mansion at MGM Grand, as well as five outdoor pools, private cabanas, and a wide variety of gaming, conference, entertainment and food and beverage establishments to suit the needs and tastes of conventioneers, tourists and VIPs from around the world.

Needless to say, guest service is a very high priority at MGM Grand Las Vegas, and its owners, MGM MIRAGE, are always on the lookout for ways to make that service even better.

Toward that end, MGM Grand Las Vegas recently installed Miami-based MTech's state-of-the-art, Internet-based Hotel Service Optimization System (HotSOS, pronounced "hot sauce"), which wirelessly connects service staff to each other, guests, groups and meeting planners-thus streamlining guest services work flow and maximizing guest satisfaction.

Challenging service issues-obvious solution

According to MTech Director of Sales Alberto Santana, MGM Grand Las Vegas contacted MTech to help them address a variety of important-and challenging-issues involved in their quest to deliver optimal guest services quickly and efficiently.

"Through careful analyses, we found that the operations could benefit from streamlined, automated workflows," Santana said. "Reporting room issues, following up on guest requests, and dispatching work-flow processes were 'people-intensive' and manual. The solution to these issues was obvious--we suggested our latest innovation, HotSOS, with an interface to MGM Grand's property-management system."

The HotSOS system, which has been up and operating since mid-April, already is generating the streamlined work-flow processes and improved guest services that MGM Grand's management was seeking.

"With HotSOS, MGM Grand now has an automated process for all of its communications," Santana said. "The property's Guest Service Center staff is better able to quickly and easily input all requests into HotSOS, which then dispatches and updates the calls to and from appropriate staff. Upon completion of the requested work order, the Guest Service Center contacts the guest, a process that ensures guest satisfaction."

In addition, he said, HotSOS also is poised to replace MGM Grand's existing facilities system-an indication that MGM Grand made a wise move with its all-in investment in HotSOS.

"Through its work-flow automation in operations, MGM Grand expects to realize a strong return on investment," Santana said. "Our team is working very closely with them to ensure that we meet their expectations."

Improved services, higher guest satisfaction equal better bottom lines

"What's happening at MGM Grand is an excellent example of how HotSOS can enable a hotel already known for excellent accommodations, amenities and guest services to improve upon even their own high standards," said Luis Segredo, President and Co-Founder of MTech. "We're thrilled to be working with this world-class resort property, and to include it in our growing number of hotel clients that have seen the benefits of improving their guest services with HotSOS."