The routine for a manager of five hotel properties in the northwest United States used to look something like this: Make calls at 10 a.m., 2 p.m. and 6 p.m. to every property to get data on daily reports on revPAR, ADR, occupancy and other key indicators. It could be exhausting.

Now she uses an iPhone app to get the most up-to-date information without making a call. The solution, which launched in October, leverages several management functions in one handheld device for a hotel owner, management company or general manager. It’s just one of the solutions from Multi-Systems, Inc. (MSI), a leading provider of integrated technology services for the hospitality industry.

“This has allowed her to take all five properties and understand what the business holistically looks like,” said Laura Kirby-Meck, Chief Marketing Officer at MSI. “This gives her the ability to see real-time, not be put on hold by a desk clerk. She really honed in on the ability to navigate through the industry and her own business by having this flexibility at her fingertips. She’s able to make stronger business decisions.”

Another tool moving hotels into the future is MSI’s Place Point, a point-of-sale application that integrates with MSI’s WinPM property management solutions. Guests can approach a self-service terminal, select menu items from colorful displays and graphics and have the food delivered to them, or take it through a grab-and-go approach. It is the standard at Hyatt Place and a number of other hotels.

Now MSI is testing a handheld model of Place Point at four Hyatt Place locations. Using an iTouch or an iPhone, staff can place orders on behalf of the guest and send them directly to the kitchen. The next step would be to introduce the technology to guests’ handheld devices, so they can place a food or beverage order from anywhere, even before they have checked into the hotel, and have a cold beer or a fresh salad waiting in their room when they arrive.

“The takeaway is that it’s providing options,” said Bob Bansfield, Chief Strategy Officer. “It doesn’t constrain anyone to handheld solutions only or desktop solutions only.”

The company also is expanding its global footprint. Bansfield said MSI is entering into an agreement with a reseller to deploy their solutions into the Russian Federation, which also should lead to expansions into the European Union. In addition, through its relationship with Hyatt, MSI expects to expand into India.

Along with the innovative technologies, MSI offers a unique customer service model. Technology companies typically focus their service on products, but MSI created a brand-centric approach to its help desk and support, so there is a team with specific knowledge of how each brand works. It allows the teams to integrate the brand business processes and rules into each application.

The company also exclusively services the hospitality industry, instead of trying to be all things to all industries. It’s a dedication that comes from much of its executive team having worked in hotels, from operations to IT services.

“When we’re talking with customers,” Bansfield said, “we’ve literally been in their shoes.”

To read this entire article, written by Beth Kormanik, click here.