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Luxury Hotel Chooses Communications Technology From Avaya to Provide Superior Customer Service to Guests
| Source: Avaya Inc.
BASKING RIDGE, NJ--(Marketwire - September 24, 2008) - A luxury hotel in Kirkland, Wash., a
Seattle suburb, chose communications technology from Avaya, a leading global supplier of
communications software, systems, and services, to help ensure that it
provides superior customer service to its guests.
The 91-room Heathman Hotel in downtown Kirkland opened last October. "We
wanted a high-tech communication system to match the exacting demands of
our clients, many of whom work for technology companies in and around
Kirkland," said Les Utley, general manager, Heathman Hotel. "And we wanted
to invest in a system with plentiful, flexible, and sophisticated features,
with the capability to grow and change with us over the years. We took a
look at other small-business systems
and quickly concluded that Avaya IP Office could
deliver what we needed, and more -- particularly because we could integrate
IP Office with our property management software."
IP Office is Avaya's flagship voice and data communications system for
small and medium businesses. Heathman's IP Office system was configured by
Interface Technologies, an Avaya Authorized BusinessPartner. The hotel
equipped its front desk and management employees, staff in the adjacent day
spa, and the lobby with Avaya IP telephones. Avaya cordless IP phones are
used by employees who need the added mobility, such as the valet parking
attendants. To stay within its initial budget, Heathman installed analog
Avaya phones in the guest rooms.
Next, using the IP Office platform, the Heathman Hotel integrated its
property management system from MICROS Systems, Inc., with software from
DuVoice, a member of the Avaya DeveloperConnection program, to create
customized features that are tailored to the hotel's needs, further
developing the hotel's efforts to provide the highest level of personal
service.
For example, when guests check in to stay in a room or to use the spa for
the day, their name and room number is captured. When guests call the front
desk or spa, the guest's name is displayed on the Avaya IP phone, so the
staff can greet the caller personally. This further helps with the Heathman
Hotel's 'Personal Concierge' service, which offers a single staff member,
called a Personal Concierge, to fulfill the functions of front desk, bell
person, concierge, and in-room dining; guests receive seamless service for
all requests for the length of their visit. IP Office, integrated with the
hotel's property management software, enables the hotel's IT department to
activate the in-room phones when guests check in, and restrict access to
long distance when the room is unoccupied. When the maintenance staff is
checking the guest rooms, they can dial a special code to report if the
room requires cleaning or maintenance. The code triggers the property
management system and alerts the appropriate department to perform the
service. And if a guest has to change rooms during a stay, the hotel's IT
staff can administer IP Office themselves, so the guest can keep the same
direct number assigned to the room.
"A hotel like Heathman, and businesses throughout the hospitality industry,
absolutely must provide excellent service to their guests," said Geoffrey
Baird, vice president and general manager, small and medium business
division, Avaya. "Avaya unified communications provides excellence in
communications, with integrated services -- such as simultaneous ring to
cell phones -- that enhance staff productivity and help companies better
serve their customers. In fact, all small businesses, regardless of what
business they're in, need and value tools that enable greater productivity
and top notch client service. At Avaya, we are focused on delivering those
tools to small businesses."
Heathman also relies on IP Office to help guests who may have an emergency.
"If a guest dials 911, phones at the front desk display the guest's room
number. When the police and emergency vehicles arrive, we can immediately
tell them where the call originated from. Otherwise, they'd literally have
to go door to door, losing precious time, and disturbing all the guests."
According to Utley, anticipating guests' needs contributes to Heathman's
reputation as a hotel with exceptional customer service. Guests can dial a
special number to set their own wakeup calls. The IP Office and
integrated property management software automatically dials the wakeup call
-- but if the guest doesn't answer on the second try, the front desk is
notified. "Then we'll call the room personally, as well as send a Personal
Concierge to knock on the door," Utley said. "We've saved many a guest
from missing their flight, and they appreciated the extra effort we took to
keep them on schedule -- even though they didn't ask for a personal wake-up
visit."
The hotel's valet parking team uses Avaya IP phones to record in which
numbered parking slot guests' cars are placed. When a guest calls to get a
car, the guest's name appears on the valet's IP phone, along with the
parking slot number.
In the near future, Heathman plans to use further enhance the services it
offers, by using IP Office's built-in conferencing system to offer free
conference calls from its meeting rooms, which are used by several area
companies.
"We are completely focused on anticipating our guests' needs, meeting their
expectations proactively, and planning for their future requirements,"
Utley said. "With IP Office, and the ease in which it functions as a key
element of our property management system, we are completely confident we
can retain and enhance our reputation for superior customer service --
which is what the hospitality industry is all about."
About Avaya
Avaya delivers Intelligent Communications solutions that help companies
transform their businesses to achieve marketplace advantage. More than 1
million businesses worldwide, including more than 90 percent of the FORTUNE
500®, use Avaya solutions for IP Telephony, Unified Communications,
Contact Centers and Communications-Enabled Business Processes. Avaya Global
Services provides comprehensive service and support for companies, small to
large. For more information visit the Avaya Web site: http://www.avaya.com.