By Robert Ishihara
The staff at the Wyndham at Waikiki Beach Walk® has gone to the clouds with the installation of HotSOS (Hotel Service Optimization System).
HotSOS is a guest services system that is part of the nationwide push for Wyndham Vacation Resorts. HotSOS uses smart technology for communication and efficiency. The Waikīkī staff started using Apple iPod Touch devices, Interactive Voice Response, and cloud-based servers to enhance our timeshare owner’s experience. HotSOS is an intelligent software that keeps track of everything from who is best to deliver a set of towels to reminding the resort to conduct their fire drills. Preventative maintenance is scheduled and recorded automatically and Housekeeping quality inspection will also automatically send a work order to Maintenance. The Bell staff know what requests are waiting from anywhere in the resort. Managers can assess what requests are most frequent and easily concentrate more resources to those areas. All of this can be done without using one sheet of paper.
There are many resorts in Waikīkī, including Trump International, Hale Koa, and Starwood that run HotSOS, but the Wyndham at Waikiki Beach Walk® is the first to run the WiFi-based iPod Touch devices. Most of the resorts in Las Vegas use this system, and many of the high-end resorts around the world also use HotSOS. The system still allows devices from the past, like digital pagers, to be useful tools, while looking into the future, where the Front Desk work station may be carried around on an iPad device. The iPod Touch also allows for the staff with the devices to have access to weather, news, and other useful information by adding that APP.
HotSOS began years ago as a project for the son of a chief engineer at a luxury resort in Florida. The father wanted a system to track his work orders, so he could have hard facts on what was happening in his department. From a simple beginning, HotSOS still maintains its resort-based purpose but has evolved into possibly being the best hospitality system on the market and also offers many different languages.
The staff at the Wyndham at Waikiki Beach Walk® can definitely say they have an APP for that when it comes to providing a great owner experience!