hospitality hotel group

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Hotel Group > 1All rights reserved © 2006, Alcatel

Communication solutions lead hospitality industry into the future

Park Hyatt Zurich in Switzerland, Grand Hyatt Dubai in the United Arab Emirates, Sungate Port Royal Deluxe Resort Hotel in Turkey and Hilton Hotels in the Africa and Indian Ocean Region

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Situation and objectives

> Situation> Hospitality industry increasingly competitive > Service expectations of guests continually evolving as

new technologies emerge > Constant need to improve workflows and efficiency of

internal operations

> Objectives> Improve services to guests and increase guest satisfaction> Streamline operations and increase efficiency> Create opportunities for increased revenue

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Park Hyatt Zurich – Challenges

> Situation> City business hotel in Zurich, Switzerland> 142 rooms, including 12 suites

> Objectives> Offer wider range of business services for business guests> Improve business management with comprehensive and

integrated management tool

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Grand Hyatt Dubai – Challenges

> Situation> Luxury city conference hotel in Dubai, United Arab

Emirates> 674 hotel rooms

> Objectives> Offer full range of services to business travelers and other

guests> Streamline daily operations by integrating functions with

sister hotel

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Sungate Port Royal Deluxe Resort Hotel – Challenges

> Situation> First 7-star hotel in Turkey> 3,300 beds over 1,174 units

> Objectives> Offer guests expanded coverage, higher availability and

mobility> Implement voice and data services appropriate to a 7-star

hotel

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Hilton Hotels – Challenges

> Situation> Numerous hotels across Africa and Indian Ocean Region,

including Hilton Addis Ababa in Ethiopia

> Objectives> Upgrade existing technology to better support needs of

guests and internal processes

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Solutions

> The following components, incorporated as required in the solutions developed for each hotel, included:> The Alcatel OmniVista 4760 Network Management for IP

Telephony> Alcatel OmniSwitch 7800 and 6600 switches> Range of Alcatel digital handsets, including the Alcatel

4010 Easy Reflexes, the Alcatel 4035 Advanced Reflexes, Alcatel 4020 Premium Reflexes and Alcatel 4010 Easy Reflexes

> Mobile communications solution for management and floor staff with Alcatel Mobile 200 Reflexes DECT handsets with integrated short messaging

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Park Hyatt Zurich – Solutions

> Complete voice network, including configuration and accounting modules, based on the Alcatel OmniPCX Enterprise communication server, managed through the Alcatel OmniVista 4760 Network Management for IP Telephony

> Links to onsite alarm servers and integrated subsystems (i.e. minibar, parking, room key)

> All rooms outfitted with six connections, with Alcatel 4010 Easy Reflexes and Alcatel 4020 Premium Reflexes digital handsets

> All public areas equipped with WiFi wireless internet access

> Mobile communications solution for management and floor staff with Alcatel Mobile 200 Reflexes DECT handsets with integrated short messaging

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Grand Hyatt Dubai – Solutions

> Complete voice network, based on the Alcatel OmniPCX 4400 (now called Alcatel OmniPCX Enterprise)

> Range of Alcatel digital handsets, including Alcatel 4035 Advanced Reflexes, Alcatel 4020 Premium Reflexes and Alcatel 4010 Easy Reflexes

> Paging system

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Sungate Port Royal Deluxe Resort Hotel, Turkey – Solutions

> Complete integrated Alcatel voice/data network based on the Alcatel OmniPCX Enterprise communication server and the Alcatel OmniSwitch 7800 and 6600 switches

> Network that includes 8,000 ports across 38 locations

> 36 hotspots for WiFi access

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Hilton Hotels – Hilton Addis Ababa – Solutions

> Complete voice solution based on the Alcatel OmniPCX Enterprise communication server (fourth Hilton Hotel in region to install the Alcatel OmniPCX Enterprise server)

> Re-cabled entire hotel

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Increased guest satisfaction and streamlined internal operations

> Operational/Technical> Reliable and efficient internal workflow helps streamline

front- and back-office procedures

> Business/commercial> Comprehensive range of communications services meets

needs and expectations of guests (i.e. personal voicemail,

direct numbers, multi-lingual voice guides, high-speed Internet connections, integrated billing functions)

> Financial> Expanded range of communications services creates

new revenue possibilities

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Benefits for guests, hotel management and staff

> For guests:> More customized service, according to personal and/or

professional needs> Swift check-in and check-out> Better all-round customer experience, resulting in

increased brand loyalty

> For hotel management and staff: > Centralized network with open architecture for easy

management> Simplified transactions> Increased efficiency resulting in higher productivity> Improved mobility and availability> Higher revenue opportunities

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Challenges > Optimize internal workflow processes > Continue to meet evolving expectations of guests > Develop new revenue streams

Solutions > Complete voice solutions based on the Alcatel OmniPCX

Enterprise communication server

Improved communications benefit guests, hotel management and staff

Benefits> Better all-round customer experience, resulting in increased

brand loyalty> Expanded range of communications services creates new

revenue possibilities > Increased efficiency resulting in higher productivity> Improved mobility and availability

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“The communication department is the nerve center of any organization in the hospitality industry. If you do not have a properly functioning communication management system, you may lose out on customers. Moreover, it will have an adverse effect on operations. As a result, Hilton International spares no effort in choosing communication systems that support both guests and the internal operations.”

Orthodox Tefera, Regional IT Manager, Hilton Hotels Africa and Indian Ocean

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