Metromedia Software has been developing workflow automation and request tracking solutions for the Hotel Industry for over 14 years. Our team understands that each hotel has a different “operational footprint” which is why we have refined our service offerings to reach customers ranging from small boutique hotels to large scale casinos across all market segments.

HotelEXPERT Rapid Response
Metromedia Software pioneered the Rapid Response concept for Hotel operations. Currently there are hundreds of hotels & resorts worldwide benefiting from faster guest response times, streamlined dispatching across multiple departments and real-time activity tracking. No matter how large or small the operation HotelEXPERT Rapid Response can help any operation:

• Increase Response Times
• Auto Assign Calls to Correct Department
• Improve Department Communications
• Increase Accountability
• Lower Maintenance Costs
• Reduce Staff Overhead and Labor Costs
• Build Guest Loyalty and Satisfaction
• View Operational Data in Real Time
• Take Immediate Corrective Actions
• Call Escalation & Manager Notifications

HotelEXPERT Guest Callback
HotelEXPERT stays on top of any guest deficiencies alerting staff when a guest has registered a call or complaint so corrective action can be taken. With our unique Callback system, Guest Service Agents can record satisfaction and annotate resolution steps taken to resolve a problem before a guest checks out. Managers who use HotelEXPERT Guest Call Back feature will enjoy:

• Measured Guest Satisfaction in Real-Time
• Detailed Reports
• Service Deficiency Identification
• In-House Guest Satisfaction Scores

Preventive Maintenance with PM Buddy
With PM Buddy Engineering Departments can now organize all preventive maintenance work in a single, easy to use database without the arduous work of equipment entry. The simple to use PM Buddy Module saves Engineers time, money and ensures rooms and equipment are always in the best working condition.
PM Buddy benefits include:

• Customizable Templates for Fast Setup
• Pre Loaded PM Task Lists
• Easy editing of rooms, equipment, and tasks
• Organized Document Storage
• Automated Work Ticket Generation
• Work Schedule Management
• Part and Supply Linking to Track Inventory
• Outside Service Contract Management

HotelEXPERT Manager on Duty Log Book
The HotelEXPERT MOD Log Book centralizes important guest information and any incidents into a single, easily accessible database. Once a MOD Entry is entered, HotelEXPERT will generate a recovery task to ensure a timely response from the appropriate staff member.
Benefits include:

• Centralized Database of MOD Activity
• View Activity by Shift, Employee or Date
• Quickly Execute Incident Responses
• View Activity in Easy to Read Reports
• Attach Files or Pictures to Any MOD Record

HotelEXPERT Reporting
Hoteliers can now view operational data and conduct detailed analysis without wasting time or resources. As HotelEXPERT collects data our Reporting Module sends daily, weekly or monthly reports to various distribution lists saving time and ensuring the highest return on investment.
Reporting features include:

• Custom Reports
• Reporting Drill Down
• Automated Distribution
• Easy to Read Detailed Graphs
• Exportable Formats Supported
• Detailed Call Analysis

Guest Profile Management
HotelEXPERT Profile Management brings a new level of recognition and service to any operation. Configurable with Opera Property Management Systems, this module will keep track of guest history, preferences, and reservation codes to automate recovery tasks, amenity deliveries, and actionable profile preferences.
Additional Features Include:

• VIP Welcome Alerts
• VIP Departure Alerts
• Call History Tracking
• Rate Code Task Linking
• Pre-Arrival Tasking

Guest Commentator
Eliminate comment card clutter and organize guest comments with HotelEXPERT Commentator. This customizable module enhances any guest comment or recognition initiatives by making comment card data accessible in a variety of reporting formats.
With HotelEXPERT Comment Card Management you can:

• Store and Analyze Comment Card Data
• Research Comments by Room, Employee and Guest
• Merge Letters to Guests and Staff Members
• Distribute Comment Scores via Email
• Create Recovery Tasks for Failed Service

Mobility & Paging
Today’s hoteliers have more messaging and communication device options than ever before. That is why Metromedia Software has stayed on top of the communications industry trends and products to provide customers with a broad range of messaging device interfaces. We know it’s important to relay communication as quickly and efficiently as possible which is why you can expect full device integration and system feedback on a variety of messaging platforms.

With the HotelEXPERT SmartPaging system all work and guest requests are managed and dispatched to the appropriate department and employee ensuring faster response times and better service. Designed for multiple device and messaging platforms, HotelEXPERT SmartPaging is scalable to handle multiple device types at the same time. The robust interface with our Rapid Response Module even provides delivery confirmation to end users providing 360-degree feedback on all operational activities.

Below are just a few of the devices and protocols supported by HotelEXPERT, if you don’t see your device or protocol below please contact us for a complete list of communication devices.

Device Type	Messaging Protocol	2-Way Communication
Cellular Phones	SMS	Yes
MotoTRBO Radios	SMTP/Email	Yes
Standard Pagers	TAP, ESPA 4.4.4	No
2-Way Pagers	SMTP/Email	Yes
PEEK Devices	SMTP/Email	Yes
Spectralink	SNPP	Yes
Sprint/Nextel	SNPP	Yes
Windows Mobile Phones	TCP/IP	Yes – Enhanced Interface
BlackBerry	TCP/IP	Yes – Enhanced Interface
Vocera	VoIP	Yes

Telephone Book & Supplier Management
Keeping track of vendors and outside contacts can be a challenging task for any hotel. With the HotelEXPERT Telephone Book hoteliers can centralize and manage all outside vendor relationships into one, easy to use module. Guest requests can also be tracked by vendor to keep accurate records of table reservations, flower orders or transportation requests; eliminating any guess work and ensuring proper follow up.
Telephone Book Features Include:

• Centralized Vendor Contact Database
• Easy Communications with Outside Suppliers
• Table Reservation and Guest/Vendor Request Tracking
• Vendor Spending Reports
• User Friendly Interface