Connect upgrades Langham Hotel guest services

Posted by Lewis Ward on 30-Apr-2009 15:14:55

LONDON - Connect Communications Group Ltd (Connect) have deployed one of the largest converged IP telephony solutions in the UK hotel market to prestigious five star London hotel.

The IP communications solution designed by Connect, based on Nortel infrastructure and FCS applications, has allowed The Langham communications-enabled its business process and provide a differentiator through the guest-room telephone..

The most visible aspect of the solution is the guest-room phones. The Nortel IP Phone 2007 has a large, colour, touch-screen, on which Connect has deployed FCS iServices application, This application is customized to the Langham's own branding and allows guests, via a simple, elegant, touch-screen interface, to view the hotel facilities such as the newly renovated restaurants and bars, browse personalized information such as current bill and request services such as auto-wake-up.

Behind the scenes, Connect deployed FCS's Guest Request' application, and integrating it with the Nortel communications system and the Langham's Property Management System (PMS), bringing an increased level of sophistication to room service. The application allows the hotel to centrally log, monitor and manage guest requests from any of the 380+ hotel rooms. Jobs are then assigned to the hotel's staff via their Nortel WiFi VoIP phones. As well facilitating a more efficient service for guests, the solution means that staff only need their VoIP phone rather than having to rely on multiple devices, such as pagers, phones and two-way radios and the hotel only has to deploy one network (WiFi) to support their in-building mobility requirements..

"This is one of London’s most prestigious hotels and the communications network is integral to ensuring a smooth guest experience," said Martin Cross, Business Development Director, Connect Communications. "Working with Nortel and FCS, Connect has been able to provide the hotel with a converged communications solution that will be fully integrated with the hotel's Property Management System (PMS) and opens the door to unified communications capabilities."

"This solution demonstrates the potential of unified communications to transform the guest experience in the hospitality industry," said Mario DiMascio, vice president, Enterprise Sales, Northern Europe. "Nortel has been providing communications solutions to the global hospitality industry for 26 years. We understand the needs of the industry and of its guests and, as a result, The Langham hotel will benefit from a communications solution that not only helps to build the loyalty of its guests but also realise savings in a challenging economic environment."

The Langham Hotel's converged IP network is based on Nortel's data Enterprise Routing Switch (ERS) technology. This includes dual ERS 8600 core switches and ERS 5520 edge switches utilising Nortel's unique Multi-Link Trunking to provide a reliable and resilient network optimised for converged multi-media (voice, video and data) traffic.

IP Telephony is based on Nortel's Communication Server 1000E to provide telephone services to the hotel staff through Nortel 1100 series IP Phones and feature rich voice-over-wireless-LAN (VoWLAN) will provide mobile services through Nortel 6100 and 2100 series VoWLAN phones. Guests will benefit from the Nortel IP Phone 2007 touch-screen applications phones on the desk and Nortel IP Phone 1140E at the bedside. Suites will also benefit from Nortel 6140 Voice over WiFi phones.

Hospitality applications from FCS Computer Systems (FCS) provide hotel-specific features and services across the Nortel technology. Call accounting, and PMS-PBX integration are provided by FCS WinSuite with guest voice mail, auto-wake-up and room status provided by FCS WinVoice. Guest Request application is based on FCS’s eConnect product. Touch-screen phone applications are provided using FCS iServices application.

Topics: Unified Communications, News, Digital Transformation