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Mandarin Oriental, Paris Unified Communications Solutions Mandarin Oriental Paris chose NEC's unified communications solution in order to ensure an outstanding guest experience and improve staff productivity.

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Introduction

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Mandarin Oriental Hotel Group is a longstanding global customer of NEC and relies on NEC’s communications solutions in ten of its premises worldwide. The hotel group and NEC maintain excellent relationships and Mandarin Oriental, Paris is with Barcelona, Geneva and London one of 4 Mandarin Oriental hotels in EMEA that has implemented NEC’s hotel communications technology. Mandarin Oriental, Paris combines 21st century luxury with Oriental fair and offers Mandarin Oriental’s legendary service. Outstanding communication facilities are an integral part of this first class setting and operation.

Challenges

When establishing itself in Paris, Mandarin Oriental was looking to ensure guests receive outstanding service without compromise, in line with the highest standards they may expect from hotels belonging to the group.

To accommodate for user friendly, ergonomic communications and enhance the guest experience, Mandarin Oriental wished to provide guests with a modern, state of the art touch screen telephone in their rooms. Furthermore staff needed to be equipped with mobile communications factilities, in support of enhancing productivity and enabling them to react swiftly to requests from guests and the back- office.

Furthermore the hotel sought to ease maintenance and management tasks, enabling staff to concentrate on their main priorities: providing excellent service to their guests. In doing so the hotel also aimed to minimize the management and maintenance costs involved.

Solution

Building on its experience with NEC’s solutions in other premises of the world, Mandarin Oriental selected NEC to provide state-of-the-art communications for this new property.
After analysing the hotel’s operation and specific needs, NEC advised the hotel to implement a Hospitality Communication solution based on the following components:

  • NEC UNIVERGE┬« SV8500 IP communications server
  • All guest rooms are equipped with the full-featured sophisticated DT750 IP phones, with attractive and ergonomic touch screen for easy access to communications and other applications
  • IP DECT base stations providing care free mobile communications throughout the hotel
  • Attractive and versatile G955 mobile handset for voice communications and messaging ensuring staff are reachable at all times and can respond swiftly to guest enquiries
  • Integration with Tiger PMS application
  • Centralized support from Mandarin Oriental Hotel Groups UK remote support center, from which the groups London, Paris, Barcelona and Geneva installations are supported from.
photo: Michael Levie
Mr. Paul Missen
Vice President Technology, EMEA
Mandarin Oriental Hotel Group
The implemented UNIVERGE SV8500 communications server is a premier IP communications server offering an extensive IP feature set in a flexible, scalable, secure package. It comprises sophisticated communications and messaging facilities to enhance the guest experience, increase hotel staff efficiency and drive profits. Reliable, scalable and energy-efficient, the system is designed for easy installation, management and maintenance.

Service to guests as well as communication between staff members is optimised by deploying NEC’s wireless IP DECT mobility solution for care-free and uninterrupted reachability throughout the hotel. The integration with the hotel’s Property Management System by means of the Tiger PMS-interface ensures easy and faultless call-accounting and billing.

Besides the renowned quality and reliability of NEC’s technology and the rich functionality provided by the offered solutions and applications, another decisive factor for Mandarin Oriental was the possibility NEC offered the hotel to outsource management and maintenance of the system to NEC’s remote support center.
As Mr. Paul Missen, Vice President Technology, EMEA for Mandarin Oriental Hotel Group states: “NEC has proven to be a reliable and trustworthy partner. Their PBX solution offers excellent reliability, while the expertise of the NEC team ensures that we are offered the most appropriate solutions to meet our needs.”

Results

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The communication solution provided ensures guest queries are responded to swiftly. Guests are not only impressed by the excellent service provided, but also with the additional information and applications the DT750 guest room terminals provide.

Hotel staff can be reached wherever they are throughout the hotel’s premises, and can efficiently and effectively be allocated to guest enquiries or background tasks.

The benefits of mobile communications throughout the entire hotel are clear for both hotel staff and guests. Service to guests is significantly enhanced by deploying NEC’s wireless IP DECT mobility solution. Each hotel staff member only require one mobile device to give him or her access to voice, data, messaging, guest service and security.

The installation is managed remotely from NEC’s UK data center, which shares resources with the other hotel premises in EMEA. This leads to significantly lower overall operating costs, while ensuring high availability and professional expertise across the hotel chain.

About

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Mandarin Oriental, Paris is the 6th property of the prestigious Mandarin Oriental Hotel Group in EMEA. The hotel is situated at one of the most exclusive locations in Paris, alongside international fashion houses and around the corner from Place Vendôme, and just minutes away from the elegant Tuilleries gardens with the Louvre and Musée d’Orsay. The hotel boasts 99 guest rooms and 39 luxurious suites. The interior combines natural elements with oriental influences, exquisite dining experience Mandarin Oriental’s legendary service.

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(Jan 20, 2012)