STOWE, VT. – JUNE 21, 2010 — Springer-Miller Systems, Inc. (PSMS) — a wholly owned subsidiary of PAR Technology Corporation (NYSE:PTC) and the leading provider of guest-centric hospitality management systems — announces that Mandarin Oriental Hotel Group (MOHG) is using the newest module for the SMS|Host Hospitality Management System, SMS|GlobalGuest, to expand guest service capabilities across their luxury chain of hotels.
For the Mandarin Oriental Hotel Group providing, memorable and personalized guest service is a core element of their operation as a global luxury hotel company. The Hong Kong-based chain attaches so much importance to this guest service that each property has established extensive databases of their guests’ preferences and stay histories. In order to fully realize their objective of providing exceptional service and foster guest loyalty, MOHG needed to share the guest information and present it in actionable manner at the point-of-service without resorting to a traditional plastic-card-and-points loyalty program.
MOHG chose to solve these issues with the SMS|GlobalGuest module for the SMS|Host Hospitality Management System. SMS|GlobalGuest provides a centralized guest profile database, and makes relevant guest information available to employees at MOHG properties via Web services and fast Internet connections. Any additions or changes to a guest’s profile are uploaded to the central guest database and made available to other MOHG properties in near real time, rather than via a traditional end-of-day batch update.
“Our goal was that a guest who goes to an MOHG hotel they had never been to before is seen and treated exactly the way they’ve been treated at the hotel where they’ve been a frequent guest,” says Nick Price, Vice President of Information Technology at Mandarin Oriental Hotel Group. The SMS|GlobalGuest solution ensures not only that MOHG’s most valuable customers are recognized chainwide, but that they receive
Hotels search the SMS|GlobalGuest database quickly and seamlessly from within their local SMS|Host System. They save time and eliminate data discrepancies by downloading a guest’s profile from SMS|GlobalGuest into their local system. Preferences captured at one hotel can be fulfilled by every hotel within the chain.
“SMS|GlobalGuest allows Mandarin Oriental Hotel Group to operationalize their guest data,” remarked Victor Vesnaver, Springer-Miller’s Senior Vice President, Sales & Marketing. “A key element of the SMS|GlobalGuest solution is that the guest information is relevant to the user’s job, and that it’s provided to the user as an integral part of everyday guest service and business processes.”
Springer-Miller chose to Microsoft Dynamics® CRM 4.0 as the platform for the central SMS|GlobalGuest system, and the Microsoft SQL Server® 2008 64-bit (clustered) database for its central guest repository. SMS|Diplomat serves as the transport engine for communicating information between the central SMS|GlobalGuest system and individual SMS|Host systems at each property.
“It’s very important that our industry benefits from up-to-date, modern technology, such as the Microsoft platform that helps application vendors like PSMS deliver good products,” commented Price. “It’s great to see companies like Microsoft and PSMS in close partnership.”
SMS|GlobalGuest is an integral part of Mandarin Oriental’s business and its relationship to its guests. “When a chain of hotels advertises itself as a brand, that’s an implicit promise to customers that they will be treated as individuals across the chain,” Price says. “The SMS|GlobalGuest system helps us fulfill that promise.”
About Mandarin Oriental Hotel Group
Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels, resorts and residences. Mandarin Oriental now operates, or has under development, 41 hotels representing over 10,000 rooms in 25 countries, with 17 hotels in Asia, 14 in The Americas and 10 in Europe and North Africa. In addition, the Group operates, or has under development, 13 Residences at Mandarin Oriental, connected to the Group’s properties. www.mandarinoriental.com
About Springer-Miller Systems
Springer-Miller Systems, Inc. is a leading provider of hospitality management solutions that meet the technology needs of all types of hospitality enterprises including city-center hotels, destination spa and golf properties, timeshare properties and casino resorts worldwide. The SMS|Host Hospitality Management System is distinguished from other property management systems with its truly integrated design and unique approach to guest service. The SMS|Host product suite, including more than 20 seamlessly integrated, guest-centric application modules, provides hotel/resort staff with the tools they need to personalize service, exceed guest expectations, and increase revenue. For more information on how Springer-Miller Systems sets the pace in the hospitality industry, visit our website at www.springermiller.com.