Our customer in the hotel industry, offers 80 bedrooms, leisure facilities and a conference centre catering to 200 delegates. The hotel employs over 50 members of staff and is part of a chain of 3 hotels.
The company’s Issues : Refurbishment highlighting the lack of collaboration and declining customer service
The Hotel was going through the process of major refurbishment and was looking for a new communications solution that could overhaul their everyday processes. They were finding increasing that their phone system was old and not being as efficient in the operations as they should be. Staff could not communicate and collaborate effectively. There were also no ways of recording calls to improve levels of service nor was there any voicemail so if a call was missed so was a potential booking.
Our solutions : Unified Communications with our VoIP Phone systems
Our aim was to
- Improve efficiency
- Make it quicker and easier for staff to communicate and collaborate internally
- The ability to record calls or see where calls had been missed.
- Increase margin through more direct bookings secured by phone or web enquiries
We implemented the UCP 600 iPECS Unified Communications which has the capability to use voice, video, instant messaging, conference calls and visual voicemail, all on one simple and easy to use platform. UC is designed to be intuitive and provide your team easy to use tools and features. This meant that hotel staff can now work more efficiently and communicate better, leading to better guest service.
Combining that with the iCall Suite allows the Hotel to produce proactive reports and chase up missed calls, leading to an increase in business.
Our Hospitality Console helps the front of house team with faster processing of key activities such as guest check-in and room status, leading to improvements in guest satisfaction and cost reduction.
We then integrated that with the Hotel’s PMS software, Guestline which supports their operations with managing bookings, payments and streamlining the hotels organisation of events, so by integrating our VoIP Phones into that platform. We installed in fact 8 VoIP phones at designated communication points, with 10 Wi-Fi handsets for night porters meaning communications are flexible not only within the hotel, but because they have the ability to use the UCS mobile app with our VoIP phones, they can now collaborate with their sister hotel.
The ability to pull off simple reports has really helped the Management team to get a much clearer overall picture of how the business is doing and see where improvements can be made" Ian General manager
