HotSOS Software


 

Hotel Service Optimization System, or HotSOS, by Newmarket International is software designed to help hotels increase guest satisfaction. The system includes a guest call assistant that offers staff an overview of the guest's information, such as stay history and guest preferences, during the phone call. The system's order console allows staff to create and update service orders, and helps front desk staff recognize preferences and past stay information of VIP guests as they arrive.

HotSOS includes a multi-lingual interactive voice response (IVR) system that integrates with a hotel's phone system, automates reports on customer trends and enables real-time integration with several popular property management systems.

HotSOS Mobile gives users real-time information on mobile devices and compiles a list of service orders, which are then prioritized based on customizable parameters, such as occupancy, stay history or VIP status. Employees can also be assigned to teams to receive requests based on their particular skills.

 

HotSOS - Mobile work order list
 
  • HotSOS - Mobile work order list
    Mobile work order list
  • HotSOS - Mobile work order details
    Mobile work order details
  • HotSOS - Mobile work order confirmation
    Mobile work order confirmation
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Web browser (OS agnostic), Windows 2000, Windows 8

8 Reviews of HotSOS

Showing 1-8 of 8

 

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Arthur from MGM Resorts International
Specialty: Casino / Gaming
Number of employees: 10,000+ employees Employees number: 10,000+ employees

August 2017

August 2017

An essential software for all hotel operations managers yet features are very compounded and not user friendly.

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Requests are instantly sent to Engineering and they are notified immediately based on level of urgency. HotSOS allows us to put a specific area on where the problem/request is. And it is a convenient and an essential program that allows us to immediately notify the Engineering department what the problem is, how urgent it is, and where specifically it is at.

Cons

The program is not user-friendly at all. You really have to see where you are going in order to get to what you want to do and what you request to happen. Lots of features that are waiting to be explored but would require a significant amount of time to play and discover around. Can load very slowly.

 
 

Chistina from Peninsula Beverly Hills
Specialty: Hotel Chain
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

August 2017

August 2017

Hot Sos Review

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

I thought it was very organized, easy to use, and kept great records of every guest's stay for guest recovery.

 
 

Eric from Refinery Hotel
Specialty: Independent Hotel
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2017

August 2017

An Exceptional Operating System that helps enhance the guest experience and maximizes staff productivity. Best system on the market

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

the product is bit costly in comparison to other systems, granted it the best on the market, however it becomes a concerns for owners of small independent properties.

Pros

Once you set up Business Rules for your property all the pieces move in the right direction creating confidence that your operation is built to succeed and deliver excellent guest service. It's easy to navigate, enter information, find past information and my favorite the Guest Recovery portion.

 
 

Johana from Sofitel
Specialty: Hotel Management Company
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2017

August 2017

Great back up for Hospitality

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Its very practical and track able! You can track any guest request or investigate after a guest complaint

Cons

Not enough training. or Cust support. We should have more acces to customer service a more training to be able to apply all the tools and resources that hotsos provides.

 
 

Nick from MGM - Vdara Hotel & Spa
Specialty: Casino / Gaming
Number of employees: 10,000+ employees Employees number: 10,000+ employees

August 2017

August 2017

User friendly and straight-forward

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The great thing about having opera is being able to track and monitor actual issues and hold the team up to the same standards to track and monitor completion time and order.

Cons

The interface is slow and laggy sometimes when you switch between different screens and it makes the program crash or the app if you are using the mobile version.

 
 

Gillian from The Meritage Resort & Spa
Specialty: Hotel Chain
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2017

August 2017

Amazing Feature for Hotel Management!

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Easy, fast, reliable. Simple technology and easy for every user no matter what their skill level. Excellent tool for any hotel of any size!

Cons

Sometimes there are glitches, like any technology, but a simple restart and it usually back up and going.

 
 

Melissa from Mandalay Bay
Specialty: Hotel Chain
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

August 2017

August 2017

HotSOS is great!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The multi functional uses of the program. It communicates with our POS system great and we use it for multiple departments. It is a great tool if you use it well.

Cons

Sometimes the support team isn't the best at following up with any issues, however HotSOS will usually resolve itself.

 
 

Brittney from Caesars
Specialty: Hotel Chain
Number of employees: 10,000+ employees Employees number: 10,000+ employees

August 2017

August 2017

Potential, but not there yet

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

I like the layout and the overall functionality. It's a pretty easy system to learn. I think it has potential to be a good program.

Cons

The program is very slow, crashes, and can't pull up information like it's supposed to. Example, if I put in a ticket and close it, I cannot locate the ticket by requester like you should be able to. The only way to pull up a ticket is to input the order number, so if I lose the order number, I have to call support and they have to hunt for it. Also, searching for items has to be almost exact or it won't pull up.