HOENIX—For a busy, on-the-go hotel staff committed to guest service, staying in touch—with the property, the guests and financial performance—is not always easy. Imagine, though, accessing hotel data in real-time and being able to make business decisions from any where at any hour.
The appropriately named nTouch from Multi-Systems, Inc. (MSI) is a feature-rich mobile application for the iPod Touch, iPhone and iPad that enables hotel operators to stay aware of their guests and deliver services at the touch of a fingertip, literally. This mobile project management system allows hotel personnel to reach out and touch base via their electronic handheld devices, “giving you the power right within your hands to check availability, look up VIP guests, check room status or see how you’re doing with RevPAR, ADR and occupancy goals to budget,” said Rick Munson, president and CEO, MSI.
“This is a product our customers are excited about because it gives them the mobility to handle multiple properties at once and to be able to check on the details such as current and future guest reservations and arrivals while looking at all the management functions,” he said. “It gives a general manager or even a housekeeping maid access to the information in the PMS.”
For hoteliers, the mission is to better serve customers, and if staff can walk around with a mobile device in their pocket, meet customers face-to-face and help them—for instance, check their room number—it provides a whole new level of service, which, “in the hospitality industry, is what it’s all about,” Munson said.
And Susie Goodwin, IT manager with Pomeroy Group Management Company LP, agrees. “Effectively managing the integration of operations and technology for three separate hotel brands had become a challenge for me, my GMs and IT team,” she said. “The nTouch mobile app allows me to manage each property individually and gain access to each hotel’s key data, whenever and wherever I might be at the moment. It’s a great way to see, at a glance, who is n your hotel and what kind of rates you’re giving. Our GMs love it.”
Specifically, primary features of the nTouch app include:
• Room detail displays current/future guest reservations and guest arrivals list at a glance.
• Occupancy calendar displays in-house and projected occupancy statistics.
• Groups, occupancy, ADR and RevPar is viewable by day, week or month.
• Housekeeping room status updates are configurable on- the-go.
• There’s multi-property access from a single application.
• The security feature allows management control of all nTouch users.
• It’s compatible with multiple hand-held, electronic devices, including iPod Touch, iPhone and iPad.
Currently, Goodwin is working with MSI to develop some enhancements to customize the app to address the specific needs of Pomeroy’s properties; for instance, how they see occupancy and incorporating an interactive notes feature. “Right now, it’s interactive for housekeeping and we’d like to make it interactive for maintenance, as well,” she said. “We have a true partnership with MSI, as they not only entertain but embrace customization. Not every technology company will work with the properties on that,” she said.
On the horizon
With the nTouch launched and used not only by Pomeroy but major brands, such as Best Western, Munson shared what’s next for the company: “The future is in the cloud,” he said. “We are working on our Spry platform, which allows mobile devices to attach to and integrate with our cloud-based PMS system, giving customers ultimate flexibility.” The launch is scheduled for HITEC, which will be held in Baltimore, June 25-28.
More specifically, the cloud-based solution will provide more functionality at the guest level, as the Spry platform enables integration to all the other third-party suppliers.
“When we talk about mobile check-in and check-out, for instance, there are two things you need,” explained Munson. “Credit card verification and authorization and to get the guest their room key.” MSI is working with Square to achieve this. A relatively new player in the industry, Square’s technology allows complete mobility with its card reader, which attaches to an iPhone or iPad. “This will allow us to swipe your card when you show up at the hotel at the front entrance,” said Munson.
As for the key lock system, OpenWays’ technology, compatible with most mobile phones, offers seamless integration with most major lock technologies. This will allow guests to unlock their rooms with their mobile device. “By working with these companies and allowing integration through our cloud-based solution, we’ll be able to accommodate today’s traveler who can bypass the front desk and head straight to their room,” said Munson.
“The magic of a cloud-based solution is the deployment and support costs are much less than traditional premise-based solutions. Our customers are learning that allowing an app to be distributed via one device to everyone through a cloud program is the way to go. It’s creating tremendous acceptance in our industry.”