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Hospitality Case Study

Best Western Premier Mount Pleasant Hotel

Transforming Tradition with Technology: Elevating Guest Experiences at Best Western Mount Pleasant.

Client

Best Western Mount Pleasant Hotel, Doncaster

Our Services

  • Modern IP Telephony System Implementation
  • VoIP Migration
  • Mobile Communication Solutions
  • Enhanced Guest Services Integration
  • Digital Transformation Support

About Best Western Mount Pleasant Hotel, Doncaster

The simply stunning, multi-award winning Best Western Mount Pleasant hotel is one of Best Western’s most prestigious hotels, set in acres of beautiful South Yorkshire countryside.

The hotel has been in the McIlroy family for more than 3 generations, with Richard McIlroy still playing an instrumental role in ensuring that the family estate continues to grow and flourish. The General Manager, Richard Tyas, in turn is very proud to lead a team that is revered for its personal approach and reputation for the provision of service excellence, continuing in the McIlroy tradition.

The Challenge

The Mount Pleasant leadership team recognized a telephony refresh as a key opportunity to enhance customer experience, which they believed would attract more visitors to the area and create job opportunities on the McIlroy estate and within local businesses. Their existing, outdated telephone system was unreliable and inefficient, hindering communication and overall service delivery. Evoke was invited to address these issues, aiming to improve communication across the hotel, support mobile staff, enhance customer service, and help accelerate their digital transformation.

The Solution

Evoke implemented the Ericsson-LG iPECS system, seamlessly integrating it with Guestline, the hotel’s Property Management System. This solution allowed for enhanced communication features, such as real-time room updates, minibar tracking, and spa bookings, directly from handsets. The hotel upgraded from ISDN to VoIP with SIP lines, maximizing their broadband and reducing costs. To support their mobile workforce, Evoke improved WiFi-based communication, ensuring staff could stay connected both on-site and off-site using mobile apps. This approach provided reliable and efficient communication, benefiting both staff and guests alike.

The Benefits

Richard and the team now have a modern, cost effective IP telephone system that is fully integrated into the hotel business applications and software, giving them the tools to further enhance their market leading service delivery in 2021 and beyond.

The hotel has taken a massive leap forwards on its ‘Digital Transformation’ journey by utilising the specialist features and functions that the Ericsson-LG IPECS provides. Business processes are optimised and even more efficient whilst culturally the whole team have embraced the new technology and benefits.

With the new solution, all team members, be it Mr. McIlroy or the night porter, can be contacted anywhere, on any device, at any time, across the whole hotel or remotely. This has delivered an impressive increase in efficiency and most importantly customer service and experience which delivers against the hotels number one objective.

“It was obvious from the very first meeting with David, that the Evoke Telecom team had the knowledge and technical expertise we were looking for. The engineers understood our needs and did an exceptional job in transferring us across to the new system. We would like to mention Steve in particular for his amazing knowledge and support. The hotel now has a modern system that has transformed how we look after our guests and customers. We could not recommend David and the team highly enough to anyone that is considering updating their business communications.”

General Manager, Best Western Premier Mount Pleasant Hotel Richard Tyas