Better guest Wi-Fi, faster bookings, and a rollout model for every new property
A hospitality management company was frustrating guests with unreliable Wi-Fi and long booking waits. We modernized its phones, booking center and Wi-Fi, and built a model it now uses for every acquisition.
Guests judge a stay by how fast someone answers the phone and how well the Wi-Fi works.
Our client is a full-service hospitality management company supporting hotel and restaurant chains across multiple regions, with property management, marketing and a central contact center for reservations and guest support. With administrative offices and high-volume booking centers, reliable communications are critical.
The challenges
Outdated communications system
Legacy systems in the offices limited collaboration and scalability and raised maintenance costs.
Inefficient contact center
The booking system struggled with call volume, leading to longer waits and lower satisfaction.
Emergency line reliability
Always-on emergency communication across properties was a top priority, but existing infrastructure posed risks.
Limited mobility
Staff needed mobile access to communication tools, which the setup didn’t support.
Inconsistent guest Wi-Fi
Unreliable connections, slow peak-time speeds and inconsistent logins hurt satisfaction, reviews and the brand.
What we did
Our advisors assessed every system, presented options for the IT team to compare, and guided a transformation focused on modernization, scalability and reliability.
Cloud-based unified communications (UCaaS)
Voice, video, messaging and collaboration for administrative teams, integrated with the CRM and PMS so call transcriptions go straight into account profiles.
Contact center (CCaaS)
Intelligent call routing, real-time analytics and omnichannel capabilities to optimize booking operations.
Emergency communication infrastructure
Resilient emergency lines with redundancy and location tracking for compliance and rapid response.
Cellular mobility integration
Secure mobile access to communication tools from any location.
Enhanced guest Wi-Fi
High-performance, centrally managed Wi-Fi in guest rooms, common areas and event spaces:
What changed
- Better guest experienceFaster responses, smoother booking and reliable Wi-Fi increased guest satisfaction and positive reviews.
- Operational efficiencyStreamlined communications and a more reliable network improved coordination across departments.
- Reliability and complianceRobust emergency communication improved safety and met regulatory requirements.
- Workforce mobilityEmployees can work effectively from anywhere.
- Scalable infrastructureCloud systems and the Wi-Fi platform scale easily as the portfolio grows.
- Stronger brandConsistent, high-quality connectivity at every location supports guest loyalty.
The group now has a rapid deployment model for every new acquisition, and standardizing communications, marketing and security across sites freed IT time and capital for growth.
What are your guests saying about your Wi-Fi?
Let’s build a guest and team communications experience that earns five-star reviews.
