Hôtel Château de Bonmont Gets a Hole-In-One With Mitel’s Mobility Solutions
This is part of a series of case studies showcasing how companies achieve their business communication objectives with Mitel technology.
On the banks of Lake Geneva, Hôtel Château de Bonmont is a holiday destination for golfers and vacationers from around the world. Hôtel Château de Bonmont boasts historic rooms as well as spacious grounds, two restaurants, an indoor swimming pool, sauna, solarium, 18-hold golf course, tennis, and horse stables.
The hotel needed a new phone system with enhanced mobile capabilities that would enable complete communication coverage throughout the premises – including the 6,737-yard golf course. It was important to management that guests can contact the staff at any time regardless of location, which prompted management to look for a system that could provide optimal availability for its staff by using mobile terminals and straightforward handling of the system.
According to Philippe von Escher, General Manager of the golf club, “Our main requirement is the mobility for our employees, who must be reachable anytime, anywhere while working." He added, “We have two reception desks and 50 employees working in six buildings, as well as the rest of the premises. Being able to take and make phone calls at any time is essential for many of these staff members – and that means anywhere on our grounds. Our area is very spacious, and the staff is on the move very frequently. We have many types of workers – green keepers/gardeners, stewards, waiters, etc., who are all mobile and must be reachable at all times.”
The company turned to Mitel and its mobility solution, including wireless DECT phones and mobile terminals. The solution enables the mobility required, while helping to enhance and simplify communication capabilities for the staff. For example, automated attendant capabilities filter calls for the reception staff using automated push-button dialing, thereby putting clients through to the person to whom they wish to speak in a more efficient way. In addition, the flexibility of the system makes it easy to adapt to the changing seasonal demands of the hotel.
The hotel’s 40 employees that cater to the daily needs of the hotel guests and club members are now mostly equipped with wireless phones that enables mobile communications throughout the many buildings on the grounds. For example, at a small bar after Hole 9, which is approximately in the middle of the golf course, guests can have drinks, sandwiches and snacks. Using their wireless phones, the staff can quickly and easily send orders to the kitchen and satisfy their guests’ needs. In addition, the reception bell and alarm signals are displayed as paging text messages on the mobile devices and on the desk phones so that the staff is notified as soon as they are needed.
Approximately 60% of the calls on the system are from guests and customers to employees of the hotel, golf club, and restaurant. Guests who call the hotel are greeted with integrated automated attendant technology with voice guidance to help them reach the staff member or department they need as quickly and efficiently as possible.
Maintaining security is essential for the hotel, which uses a bollard on the road at the entrance to the hotel grounds to prevent passage of unauthorized individuals. Using the wireless phones, the receptionist can raise and lower the bollard as needed.
After deploying the new system, von Escher found “faster response times of the staff due to increased accessibility, which results in clearly better customer service for the hotel and club guests.” While the key benefit of the system is the mobile enablement of all employees, von Escher adds that, “The processes are easier, which means increased productivity.”
Hôtel Château de Bonmont faced some unique challenges, as there are some very old buildings with thick walls that are not optimal for a mobile solution. In addition, because the hotel and golf club grounds are so spread out, many antennas are needed in order to achieve satisfactory wireless and mobile coverage, which required an enormous number of measurements for the antennas. In addition, the power supply to all the places on the course had to be guaranteed, and an alarm system with localization had to be configured and constructed. According to von Escher, “Mitel was the only vendor that could meet our needs. The antennas of the Mitel DECT system offer 8 channels per antenna, while the previous system only had 4. They also offer the best wireless coverage among all competitors.”
Another benefit they’ve been impressed with is the customer service that Mitel provides. “What is most satisfying is the great customer service. The system never has a glitch,” Von Escher said. “However, should there be something – such as a broken wireless device – we have a solution the next day.”
The next steps for Hotel Chateau de Bonmont include increasing the number of rooms. “We plan to expand our system – more phones, more lines and increased capacity,” explains Von Escher. He added, “One of our adjoining buildings will be transformed as we increase the number of rooms, and other projects are being planned, such as the possibility of network integration in order to manage users’ telephone directory and phonebooks, as well as other settings in order to provide more unified communications capabilities.”
Von Eshcer concluded that, “Despite the many time-consuming challenges, the Mitel people got the solution running rapidly. Today we have a super solution compared to the past. We have switched from a tractor to a sports car!”
This paper is sponsored by Mitel.