Hotel Technology Next Generation

Dallas | Through a new initiative titled “We’re Listening,” VingCard Elsafe, an ASSA ABLOY Hospitality Group company which provides electronic lock and in-room safe solutions to hotels and resorts, is re-enforcing the foundation on which it was built more than 25 years ago by re-establishing clear lines of communication and accountability with its customers.

“Customer service has always been a top priority at VingCard Elsafe,” said Tod Fitzpatrick, president of ASSA ABLOY Hospitality U.S, “but let’s face it, there always is room for improvement. Previous research substantiates what everyone has known for some time—that the security industry in general and the electronic-lock industry in particular have not done a great job in the area of customer service.

“Instead of putting words into our customers’ mouths by attempting to guess where we may fall short in delivering solid service and support, we decided to go directly to the source—first to all of our 9,300 U.S.-based hotels and eventually to all 33,000 properties worldwide—and really ‘listen’ to their comments and suggestions,” he said. “Our ultimate goal, based on their feedback, is to transform our current performance into new superior standards, from good service to great service.”

In October, ASSA ABLOY Hospitality retained the services of Atlanta-based Worldwide Travel Marketing Inc., a hotel technology and operations consulting group led by veteran hoteliers Roger Solomon and Greg Plank, to query VingCard Elsafe customers at the hotel-company level. Two additional companies also have been retained to conduct the survey at the property level.

“We are very pleased to see that our colleagues at the corporate level are welcoming the opportunity to sit down with us and openly - and quite honestly - discuss their security, service and support challenges,” said Plank, President of WWTMI. “Ninety-eight percent of the hoteliers we’ve already spoken with have told us that they are thrilled with the initiative, stating that this is the first time that they have been approached by a security company whose sole intent is to sit and ‘listen’ to candid comments about their performance. It’s a real eye-opening experience, and one that VingCard and Elsafe will learn a great deal from.”

Plank, who previously served as president of Suburban Lodges of America, an economy extended-stay hotel chain, said because he has walked in the shoes of his colleagues, he understands their concerns only too well. What all suppliers of goods and services to hotels must realize, he said, is that they are expected to act upon their customers’ requests as quickly as hoteliers are expected to act upon their guests’ requests—and with the same level of urgency and respect.

“Hotels are a unique business because they operate 24/7, opening them up for a host of problems that can arise at any moment,” Plank said. “VingCard Elsafe is making the renewed commitment to its customers that regardless of what happens, or when it happens, they will provide a quick resolution. That’s all any hotelier can ask for, and more than some hotels are receiving from some of their suppliers today.”

The “We’re Listening” customer-service initiative will continue until all properties and hotel company customers have been contacted, and results have been reviewed and tabulated, Fitzpatrick said, noting that the company has set a soft goal to have this project complete by the end of 2004.

“ASSA ABLOY Hospitality stands strong as a world leader of security technology,” Fitzpatrick said. “Likewise we stand behind our products and will remain accountable for the solutions we bring to this industry.”

This initiative is just the first in a long line of enhanced service standards VingCard Elsafe customers can expect in 2005. New management announcements for North American and ASSA ABLOY Hospitality corporate are forthcoming, he said.

About VingCard Elsafe - The world leader in hotel security technology, ASSA ABLOY Hospitality has products installed in more than 33,000 properties worldwide, securing in excess of 5.5 million hotel rooms. The ASSA ABLOY Group, a publicly listed company, is a world leader in security and hospitality systems. VingCard provides numerous electronic locking system solutions, including traditional magnetic-stripe and smartcard systems, fully integrated PMS interface software solutions and worldwide service and support. Elsafe provides the only UL-listed (1037) hotel safe series on the market today in keypad and card-based models. Safes that include an internal power outlet to support recharging of laptops and camcorders also are available with a UL listing. Elsafe customers also enjoy the same worldwide service and support. The ASSA ABLOY Hospitality Group is dedicated to the hospitality. For more information on VingCard Elsafe, visit or .

Contact
Riise Walker
Marketing Supervisor
Phone: (972) 692-3167
Email: rwalker@vcegroup.com

Organization
Vingcard, an ASSA ABLOY brand
www.vingcard.com/
631 International Parkway, Suite 100
USA - Richardson, TX 75081
Tollfree: +1 800 225 8464
Phone: 1 972 907 2273