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Lane Hospitality Succeeds Through Tradition of Service Across All Brands

hotel ServicePro Helps Maintain Tradition by Boosting Guest Satisfaction 5% in 3 Months

June 13, 2011 – For Lane Hospitality, guest service is the name of the game for properties across a broad portfolio of brands and price points. The Northbrook, Illinois-based company owns, operates, or provides third-party management for 19 properties with a variety of appeal, from the intimate to the spacious; the elegant to the affordable. The common denominator is Lane’s dedication to providing prompt and comprehensive guest services in well-maintained facilities.

That dedication gets a boost this month when Lane implements the hotel ServicePro guest service and asset management system from hotel SystemsPro. The system automates the communication, scheduling, tracking, and reporting of tasks involved with fulfilling guest requests, safety requirements, brand standards, and preventive and equipment management. Click here to learn more about hotel SystemsPro products and services.

System tracks guest requests, maintenance tasks in multi-property setting
“We set up a six-month evaluation at three properties to see how well hotel ServicePro’s web-based platform operates,” says Wayne West, Lane’s vice president of hotel performance. “We chose one select service hotel, one boutique, and a branded conventional hotel.” West outlined Lane’s goals for the test:

  1. Communicate guest needs rapidly and efficiently to staff with a data trail that enables instant follow up on requests and resolutions.
  2.  Fulfill maintenance requests quickly with a data trail of problem frequency and the length of time from the problem report to the resolution.

“Our guest satisfaction scores improved five percent in the first three months of the hotel ServicePro trial. In fact, the system performed so well, we are rolling it out to our remaining 16 properties this month,” West said.

How to make a family’s beach vacation memorable with iPad, iPhone service response
West cited a Lane select-service beach property to illustrate how hotel ServicePro increases guest service. “When a family is on a beach vacation, it is a very special, important time to them,” he explains. “They’ve saved up their money to have a good vacation. If they call the front desk to request something extra, like a refrigerator in their room, we want to respond quickly to ensure they are cared for properly, and our new system makes it possible for us to do this.”

The front desk team no longer needs to take notes on paper. “Our staff can use their iPad, iPhone, other smart phone, or computer to enter the request in the hotel ServicePro system and send a message to the correct person to take action,” continues West. “This gives our property teams the ability to engage guests more personally and proactively to ensure satisfaction.”

Managers maintain brand standards from the cloud
The four Lane vice presidents who oversee hotel inspections and preventative maintenance also give the system rave reviews for its ability to create and pull checklists, work logs, and inspection results from the cloud on the go using iPad or any smart phone. Hotel staff also appreciates the system’s ease of use. hotel ServicePro turns streamlined property upkeep into a source of profitability.

“I can check how many rooms have had preventative maintenance and what issues have been resolved,” says West. “Staff can direct issues to the right person to correct them. I can read on my iPad the upgrades for each room. Our VPs can pull up information online before they inspect properties, keeping them fully engaged with the system across our entire portfolio. It has transformed the way we maintain brand standards.”

ServicePro has ‘the most service-oriented team I have met’
West expects that the complete rollout of hotel ServicePro will proceed smoothly at its remaining properties. “The people at hotel SystemsPro are the most service-oriented team I have met at any technology provider,” says West. “They are great to work with. hotel ServicePro enables us to operate properties better today and ensures that we can lift service standards into the future.”

Going to HITEC 2011 in Austin? Visit Booth 647 to meet with hotel SystemsPro’s team and learn how its solutions can increase your sales, guest satisfaction, and asset performance.

About Lane Hospitality
Lane Hospitality, a division of Lane Industries, is one of the nation’s leading and most respected hotel development and management companies. Lane brings decades of hands-on experience gained in good times and bad, and our relationships with such leading hotel brands as Carlson, Choice, Hilton, Hyatt, InterContinental Hotels Group (IHG) and Marriott continue a history of profitable returns. Lane Hospitality enjoys excellent long-term relationships with leadership with the major hotel brands. In addition, CEO DeForrest is on the InterContinental Hotel Owners' Association Board of Directors and has been named Chairman of IAHI and its more than 3,000 owner members worldwide for 2011.

About hotel SystemsPro
Founded in 1996, hotel SystemsPro is a technology company operated by hospitality professionals who provide high performance, ASP-based enterprise and property solutions. Ihotel SystemsPro enables hotel companies to grow market share through better management of assets, increased sales, reduced operating expenses, and a higher quality guest experience. The company partners with clients to provide solutions that scale across a broad range of properties in North America and around the world. Whatever the size of the property operator or its challenges, hotel SystemsPro solutions do the heavy lifting for operators to streamline operations and boost staff productivity and profitability. Our solutions include hotel SalesPro, hotel CateringPro, hotel ServicePro and hotel WebSpace. For more information, please visit www.hotelsystemspro.com.

Contact Lane Hospitality
One Lane Center
1200 Shermer Road
Northbrook, IL 60062
Phone: 847-498-6650

hotel SystemsPro
Lana Perkins, CHA
Senior Vice President
280 Interstate North Circle, Suite 600
Atlanta, GA 30339
Phone: (770) 303-9911 or Toll free: (877) 263-3645
Email: Lana.perkins@hotelsystemspro.com

Media Contact:
Julie Keyser-Squires, APR
Softscribe Inc.
180 River Springs Drive NW
Atlanta, GA 30328
Phone: (404) 256-5512
Email: Julie(at)softscribeinc.com

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