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Unified communications enhance customer satisfaction at the prestigious hotel [4:17]

Movie script

In 1928, the original Peninsula hotel first opened its doors in Hong Kong. The Grande Dame as it was known was the epitome of opulence, elegance and chic.
Today the Hong Kong and Shanghai Hotels group has brought that same reputation to the city of Shanghai, bringing glamour to the historic Bund with the opening of the new Peninsula Shanghai.

THE CHALLENGE
Building a new hotel gave the Peninsula the opportunity to have a state of the art system that would be a significant upgrade in service, enhancing the guest's experience prior to their arrival.

Shane Izaks, GENERAL MANAGER, INFORMATION TECHNOLOGY, HONG KONG & SHANGHAI HOTELS LTD:
"In the past, we've structured the hotel with different systems, with different cable, with different connections in place. So one of the things that we're trying to do is to put real time communications into place, to try and get this building into place for a wireless network."

THE SOLUTION
The Peninsula hotel turned to NEC to provide them with the perfect solution: A unified communication network to support voice and data, which would allow seamless access to staff by both management and guests 24 hours a day, anywhere on the property.

Hiroo Ichii, SENIOR MANAGER, ENTERPRISE COMMUNICATIONS SOLUTIONS DIVISION, NEC CORPORATION:
"NEC is a provider of network and IT and we try to integrate all these technologies to find the most suitable communication method for the users."

When guests check in, little do they know that behind the period decor lies an elaborate Unified Communications Network, one of NEC's innovative IT and Networking Solutions.

THE TECHNOLOGY
At the heart of the system is the nerve centre. NEC's formidable Univerge IP Telephony server which provides seamless communication to a complex network between the front and back of the hotel.

Hiroo Ichii, SENIOR MANAGER, ENTERPRISE COMMUNICATIONS SOLUTIONS DIVISION, NEC CORPORATION:
"The core technology is from NEC and we design the whole network, but we work with the partners to provide messaging services, integration with the hotel, house computers, guest information, all these are all integrated through our networks and providing the services to their staff and that's what we have done."

The new technology provides a wireless network, linking over 235 guest rooms, and over 200 staff.
To keep the technology subtle and invisible, 2000 wireless access points are concealed behind walls and ceilings. They even cover the approach to the hotel, the residence and the arcade.
Each member of staff has a mobile phone linked to the wireless system. Messages can then be directed either to individual staff anywhere in the hotel or to selected groups.
The phones are guaranteed to operate throughout 99.9% of the space within the complex.

Shane Izaks, GENERAL MANAGER, INFORMATION TECHNOLOGY, HONG KONG & SHANGHAI HOTELS LTD:
"Simply saying if somebody gets into a lift, we expect them to take a call before they get into the lift, ride to the top of the building and be able to keep continually talking on the phone as they walk out from the lift and not get cut off at all."
"Doesn't sound hard, but when actually you're trying to put a network into place, which is wireless and it's passing from one access point to another, it's a tremendous challenge trying to put that into place. And we've actually very successfully done that with NEC."

THE BENEFITS
The hotel benefits in both efficiency and cost reduction. In particular the cost of long distance communication has been vastly reduced by extending this IP network between group hotels around the world. Guests also enjoy enhanced services.
With just the touch of a button, staff around the hotel can now receive requests from guests directly from the rooms to their phones throughout the wireless network - enabling quick and efficient service.

Shane Izaks, GENERAL MANAGER, INFORMATION TECHNOLOGY, HONG KONG & SHANGHAI HOTELS LTD:
"We work with NEC on quite a number of projects. The relationship's very good. This gives us the capabilities across hotels and other operations to have VOIP, Voice Telephony and networks in place."
"So we'd like to look at NEC to be able to do that with us, yes."

Overview

Case Study The Peninsula Shanghai


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