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The Peninsula TokyoIntegrated voice/data wireless NetworkBuilding the hotel industry's first integrated voice/data wireless LAN environment that covers the entire hotel Providing N902iL in all rooms to be used outside the hotel as an extended service
NEC builds the hotel industry's first integrated voice/data wireless LAN environment with coverage over the entire hotel. NEC's N902iL FOMAR/Wireless LAN dual handsets are provided in all guestrooms, which can also be used outside the hotel as extended service.
The Hongkong and Shanghai Hotels, Limited (HSH), owner and operator of The Peninsula Hotels which operates luxury hotels located in key gateways in Asia and the USA, opened The Peninsula Tokyo in the prestigious Marunouchi financial district of the Japanese capital on September 1, 2007. Besides having an ideal location and providing first-class hospitality, this new hotel also features a cutting-edge communications system based on NEC's UNIVERGE SV7000 SIP-based1 IP Telephony Server, wireless LAN access points, and the N902iL FOMA®/Wireless LAN dual handset. The system ― the industry's first integrated voice/data wireless network that covers all hotel facilities ― provides synergy to customer service at The Peninsula Tokyo since the N902iL handsets can be used both as guestroom phones and employee phones.
The Peninsula decides to include in its system requirements a“wireless communications environment that covers 99.9% of the hotel facilities.”
 Mr. Shane Izaks General Manager, Information Technology The Hongkong and Shanghai Hotels, Limited |
The Hongkong and Shanghai Hotels, Limited has been operating hotels that offer world-class accommodations of the highest level, as well as the highestquality service (known as "Peninsula Hospitality") in Hong Kong, where its headquarters is located, and seven other cities which include New York, Chicago, Beverly Hills, Tokyo, Bangkok, Manila and Shanghai (2009). The Peninsula Tokyo is the eighth hotel in the group and embodies the same tradition and class of the other Peninsulas. After selecting a prime location opposite the Imperial Palace and within a threeminute walk to Gizna, exterior and interior design details and network requirements were finalized in late 2003. One of the major requirements for the design and network was a wireless communications environment that would cover 99.9% of the hotel facilities ― from guest rooms and other guest facilities to employeeonly spaces, elevators, and fire escapes ― and allow effective use by both guests and employees. In addition, this wireless communications environment was to facilitate the establishment of a fully integrated voice/data IP network. "More than anything, we wanted to provide better services to our guests," Mr. Shane Izaks, General Manager in charge of information technology at HSH said, explaining the basis of the requirements. "If we integrate all hotel network infrastructure under IP, we give ourselves the flexibility to add applications in order to provide a variety of services that satisfy our guests’ needs. Furthermore, we can offer our guests the added convenience of mobile communications by building a wireless environment in which they can use both the phone and Internet anywhere in the hotel. By enabling our em- The Peninsula decides to include in its system requirements a“wireless communications environment that covers 99.9% of the hotel facilities.”The Peninsula Tokyo ployees to use the same environment, we can more efficiently provide high-quality services, too." Concrete proposals from various vendors for constructing the network infrastructure as per the requirements were closely examined in meetings held over roughly two years. During this process, the innovative idea of using wireless handsets as guestroom phones that would also double as mobile phones outside the hotel was conceived. "It was an idea that we already had," Mr. Izaks recalled. "We became convinced that it was possible as we continued our discussions with vendors." |
Simultaneous construction of wireless LAN and hotel
After careful consideration, The Peninsula selected NEC as its partner for building the communications network for The Peninsula Tokyo.
NEC had already supplied and supported PBX-based hotel communications systems to HSH. Additionally, in 2006 NEC installed a VoIP2 network that connected the Hong Kong headquarters of HSH with its 13 offices and hotels around the world.
But the most crucial factor in selecting NEC from amongst a number of other vendors was that its "proposals almost perfectly satisfied our requirements" according to Mr. Izaks. NEC's proposals entailed building an integrated voice/data IP network based on the UNIVERGE SV7000 SIP-based1 IP Telephony Server and UNIVERGE WL1500-AP wireless access points. Adding the N902iL FOMA®/WLAN dual handset to this mix would allow The Peninsula Tokyo to provide wireless guestroom handsets that would also function as both extension phones inside the hotel and as conventional mobile phones outside.
The work order was officially placed in 2006, and work on network infrastructure began in conjunction with the hotel construction. Because the wireless LAN access points had to be discreetly located so that they wouldn’t spoil the interior design, the construction company worked closely with NEC, checking signal reception floor by floor as each floor was built. After about a year into the network installation, signal reception was reexamined over the entire hotel that had been constructed to date. Adjustments were made to finally complete the wireless LAN that covered not only guestrooms and other guest facilities, but also spaces for employees, stairs, and elevators.
Wireless handsets can be used easily both inside and outside the hotel.
Building an integrated voice/data wireless LAN network to cover the entire hotel was a novel approach that had never been seen in the hotel industry. Let's take a look at the outline of the network.
Four UNIVERGE SV7000 SIP-based1 IP Telephony Servers have been installed in the server room in a configuration to provide redundancy. Additionally, one NEPARC2000 Server is included in the configuration to link the telephony and Property Management systems.
Approximately 450 wireless LAN access points have been installed, allowing wireless communications for about 450 N902iL wireless handsets (used by both guests and employees), Internet radios in guestrooms, and guests' laptop PCs.
Multiple communications devices are installed in guestrooms, allowing guests to request services or make outgoing calls. All devices are connected to the hotel's integrated network and include an easy-to-operate display telephone and bathroom speakerphone (both originally developed by Peninsula to improve customer service).
NEC N902iL wireless handsets are provided in all guestrooms and allow guests to call the front desk or order room service with no more than two keystrokes. Similar one- or two-touch operations can be used to contact hotel employees from the handset even when guests are outside the hotel.
A billing system has been developed that can keep track of calls placed from handsets for outgoing calls, regardless of whether calls are made from inside or outside the hotel. This allows guests to pay for all outside calls upon check-out.
"Because the handset is very easy to operate, even overseas guests should be able to use it without much confusion," Mr. Izaks said. "Our business guests can even take the handset with them when they visit their customers outside Tokyo," he added, stressing the superb convenience of the handset.
Because each handset may be used by many people, tight security measures have been implemented using the standard feature set of the N902iL. But the risks inherent in wireless handsets, such as loss, theft, and damage, can only be prevented by close attention to details. "We may have to worry about material risks, but ensuring a comfortable stay for our guests is far more important," Mr. Izaks said.
On the employees' N902iL wireless handsets, Short Text Message is used to relay guest service orders to the appropriate personnel. For example, a function is included that enables employees in charge of "Valet Box" (an original service of Peninsula Hotels that enables guests to order laundry service without opening their guestroom doors) to respond instantly to pick-up orders. When a guest puts laundry in the "Valet Box" inside the guestroom and presses the "Valet Call" button in the room,a message instructing the guest's name, room number, and pick-up message are sent to the appropriate employee's N902iL
The Peninsula now plans to expand the integrated network environment to its other locations around the world.
The wireless LAN environment and wireless handsets have been well received. "All our staff now recognize that the wireless LAN and handsets are an indispensable tool for performing customer service tasks smoothly," Mr. Izaks said. "Our staff seems to have learned how to use the system quickly. Now, they are using it so well that many wonder how they got along without it," he added, smiling.
Mr. Izaks said he saw several guests making calls from their wireless handsets at the swimming pool area and other facilities soon after the opening of the hotel. "I witnessed the system's benefits right there and then," Mr. Izaks said. "Consequently, my expectations that the system would be used in a wide range of situations were raised," he said, indicating his intention to actively work toward expanding and improving the service.
Regarding NEC's involvement as the partner in establishing the network infrastructure, "Just from the cutting-edge solution that NEC proposed, I could feel the company's enthusiasm for thinking outside the box. I hope they will continue to be available for further service upgrades," he said.
Mr. Izaks added that The Peninsula intends to install the same integrated network environment in its other locations. With a new Peninsula hotel scheduled to open in Shanghai in 2009, the stage seems to be set for expanding "Peninsula Hospitality" and its industry-leading advanced network infrastructure.
Best Solutions for Customers
NEC offers the best solutions for even the most innovative requirements through its vast experience in hotel systems and integrated networks.
As evident from the existence of its own R & D department for hotel systems and equipment,The Peninsula Hotels pays very close attention to the smallest detail that would improve services. The company also highly values ease-of-use, and has a policy of deploying technologies in a discreet and unobtrusive manner in order to improve convenience. Understandably, the network infrastructure requirements for The Peninsula Tokyo were unparalleled as regards complexity.
FOMA®/WLAN dual handset key to NEC's success
 Hiroo Ichii Senior Manager, Overseas Enterprise Network Solutions Division NEC Corporation |
One of the project requirements was to propose a system based on conventional PBX technology that would include a full IP-based system. As for the wireless LAN environment that covers 99.9% of the hotel, the requirements specifically excluded the use of pagers and walkie-talkies, but did not necessarily specify a wireless network. Considering this, NEC proposed two solutions: One was an IP-based system consisting of a UNIVERGE SV7000 SIP-based1 IP Telephony Server and wireless system, the other a PHS-based PBX system. We believe our winning edge was that our proposal included the use of what was then the only wireless handset that could double as a hotel extension phone and a normal mobile phone. Thanks to the handset, our proposal not only enabled HSH to achieve the level of customer service it wanted, but also offered the added benefit of flexible expandability. We think another winning edge was our wealth of experience and network know-how. NEC had already designed, installed, and maintained hotel systems for hotels around the world, including those owned by HSH. We also had previous experience in installing all types of integrated voice/data networks. |
Robust security built into the network
 Norikazu Masumoto Assistant Manager,2nd Manufacturing Sales Department Manufacturing and Processing solutions division NEC Nexsolutions, Ltd. |
The key issue in constructing the network for The Peninsula Tokyo was the installation of wireless LAN access points. We were involved in the installation when the building was still being constructed. By working closely with the construction company and the architect, we were able to check signal conditions to determine the proper wiring. Anticipating that some dead spots might become apparent once the walls were erected, we determined multiple locations for wireless LAN access points and requested to lay cables accordingly. We think we made the right decision to work this way. It is difficult to lay cables after the interior is completed, and once the hotel is opened it is almost impossible to do wiring because of the 24/7 nature of the business. On the issue of security, measures to prevent unauthorized use and protect data were employed with the N902iL wireless handset. Additionally, unauthorized access to the network, data leaks, and eavesdropping were prevented via utilization of the user authentication and encryption functions of the UNIVERGE SV7000 SIP-based1 IP Telephony Server. Furthermore, the configuration of individual network switches was fine-tuned to eliminate interference between voice and data communications. To allow guests to make calls on the handset from outside the hotel, we had to devise a way to handle the call charges upon checkout. This was made possible by adding a database to the NEPARC2000 Server that ties room numbers with handset phone numbers and linking the database to the billing system. We feel this is another area in which we were able to make the most of our hotel systems knowhow. Having said this, we gained a wealth of knowledge from our involvement in the hotel industry's first attempt to make full use of an integrated voice/data wireless LAN that covers all facilities in a hotel. We would like to further strengthen support for The Peninsula Hotels in their efforts to expand network systems by leveraging experience gained from our work on The Peninsula Tokyo. |
 Kazunari Hiza Corporate Solutions Department, 1st System Solutions Division NEC Engineering, Ltd. |
Customer profile
The Peninsula Tokyo
| Type of business | Entertainment and Hospitality |  |
|---|---|---|
| Address |
1-8-1 Yurakucho, Chiyoda-ku, Tokyo 100-0006 Japan |
|
| Established | September 1, 2007 | |
| General Manager | Malcolm Thompson | |
| No. of Employees | Approximately 600 people | |
| No. of Floors | 24 above-ground and four underground floors (Total floor space: approximately 58,600 m²) | |
| No. of Guestrooms | 314 rooms, including 47 suites | |
| Main facilities | five unique restaurants, a modern lounge bar, two ballrooms, six elegantly designed function rooms, a wedding chapel, a Japanese ceremony room, a fitness center, The Peninsula Spa by ESPA and three luxury jewellery shops | |
| URL | http://tokyo.jp.peninsula.com/ (Japansese) | |
1 Session initiation protocol (SIP) is an international standard calling control protocol applied to VoIP-based internet telephony. A SIP telephony server is a server with a SIP-capable advanced telephony function.
2 Voice over internet protocol (VOIP) is a technology that transmits voice data over IP networks such as the internet and intranets to enable voice calls.
FOMA is a registered trademark of NTT DoCoMo.
