Avaya - Intelligent Communication Solutions for Hotels

Leading hospitality firms must leverage every possible advantage in the ongoing battle to attract and retain customers, including the use of technology. Avaya intelligent communication solutions provide powerful technology for just such an advantage, whether in the area of customer experience, process efficiency, or productivity.

In today's environment, providing guests with the desired experience in a high-quality, consistent manner can be a formidable challenge. However, customer loyalty depends on the ability to do so.

Today’s traveller is used to being in touch wherever they are. For the business traveller it is the need for high speed internet access and for the personal traveller it is the ability to access local information to help them make the most of their stay. Travellers increasingly choose their hotel based its ability to provide this access. Hoteliers also need a reliable communications infrastructure to instantly react to the needs of their guests.

Avaya intelligent communications brings all of this together to transform the guest’s room telephone into a powerful information kiosk that can promote personalised hotel information, room status and event information, directly to their own room whilst also ensuring that hotel staff are always reachable to provide first class guest service.

INTELLIGENT COMMUNICATIONS TECHNOLOGY

Many in the hospitality industry agree that technology can create value and offer competitive differentiation. But the benefits must be balanced by the time and cost to implement technology. Here is where new developments such as IP telephony, web services and the emergence of Service-Oriented Architectures (SOA) can make all the difference.

Developments in these areas minimize the need for custom code and require less time to implement. Historically, providing communications has been viewed by many hospitality industry leaders as a utility. It was a basic service (dial tone) that guests grew to expect.

Globalization and increased industry competitiveness have heightened the need to differentiate and strengthen brands. To stay on top, hospitality providers must use every advantage to beat competitors. At the same time, guests are becoming increasingly technology savvy and now expect to have access to the latest technology when staying at a hotel or making reservations.

PERSONALIZED HOTEL GUEST SERVICES

Luxury hotels are aggressively using personalized services as a differentiator to increase guest loyalty. One key objective is to recognize individual guests in order to motivate repeat sales.

Intelligent communications is central to providing this type of personalized service without extraordinary planning and staffing. Customers can specify their preferences, and this information is communicated to the right staff at the right time.

With a true intelligent communications solution, management can track the location of critical staff throughout a facility, their availability for other tasks, the status of orders and expected behavior of other guests and adjust schedules accordingly.

INTELLIGENT INTEGRATED COMMUNICATIONS

The variety of devices and diversity of communications around the world, mean that hospitality organizations need to find a way to integrate them to be efficient in responding to guest needs. Intelligent communications enable them to be managed cost-effectively within a uniform, coherent, central communications infrastructure.

When a guest has an issue that requires immediate resolution, intelligent communications can enable automatically notifying the right person right away. If that person does not respond, the next person in line is contacted, and then the next, until the request is completed or the problem is resolved.

Hotel staff can respond to guest requests for services quickly, but not be interrupted by trivial calls during important tasks. Intelligent communications makes this possible. Staff offices become truly mobile with calls and messages directed to any device. The staff can focus on tasks at hand and not miss an urgent message.