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How hoteliers can go beyond guest essentials with technology

David Dajani

Product Marketing Manager, Hospitality Operations, Amadeus Hospitality

The Hôtel Plaza Athénée, Paris, a Dorchester Collection property, is one of only a few hotels to be officially awarded the ‘Palace’ landmark status in France. The property received a multi-million-euro facelift just as it celebrated its 100th Anniversary.

Paris hoteliers

On August 1st, 2014 the Hôtel Plaza Athénée reopened its doors in the heart of the haute couture Avenue Montaigne. The interior design of the guestrooms and suites were done in an Art Deco style but with modern touches to cater to today’s demanding traveler’s technological and esthetic needs. Personalized iPads were introduced in guestrooms and can be customized to each guest allowing them to directly engage with hotel employees.

The property did not miss a beat and also provided their employees with the technology to automate their daily operations and customize the experience for guests through service optimization.

When the COO of the Dorchester Collection and General Manager of Hôtel Plaza Athénée, Mr. François Delahaye, asked his team to identify what item they thought was the most important investment the property had made during its renovation their answer was clear. The team resoundingly stated that automating daily operations through HotSOS (Hotel Service Optimization System) solutions by Newmarket, an Amadeus company, had been the hotel’s most significant investment in improving work quality and enhancing the guest experience.

HotSOS is an enterprise solution that automates the hotel’s daily operational workflow, so hoteliers can focus on delivering on their brand promise to their guests. The solution manages and tracks preventive maintenance schedules, daily work orders, and guest requests thereby reducing costs and increasing productivity to ultimately enhance the guest experience. HotSOS Housekeeping automates the daily housekeeping operations and prioritization of guestrooms to maximize clean guestroom yield and shorten the guest wait-time for check-in.

HotSOS revolutionized operations at the Hôtel Plaza Athénée because providing a clean room and a complimentary newspaper is not enough in today’s competitive hospitality landscape. For some, it may be a good start, but guests today are discerning, sophisticated, and have more choices than ever.

Hospitality organizations need to be smarter about their execution by delivering an exceptional experience in addition to the fundamentals that every guest expects as a minimum. Leveraging technology like the HotSOS solutions helps hoteliers go beyond the essentials of guest expectations.

Check out the Newmarket Blog for more about HotSOS and other cutting edge hospitality solutions.