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 Business Challenges
Heavily focused on customer service, the Mount Pleasant leadership team saw a telephony refresh as a wonderful opportunity to enhance customer experience at the hotel. It was felt that this in turn would attract more visitors to the area, increasing job prospects not only on the McIlroy estate but also to local businesses and tourist attractions.
Evoke were invited to help Best Western Mount Pleasant to:
- Address their issues with their outdated and at times unreliable telephone system
- Improve communication across the estate for their mobile hotel staff and management team
- Further enhance customer service and experience
- Accelerate their digital transformation plans
The Solution
With its native, built in bi-directional hotel software integration capability, the Evoke team were in no doubt that the Ericsson-LG iPECS was best suited for the job.
The iPECS is specifically designed to work on all the largest hotel management software packages, including Guestline, which is the PMS (Property Management System) used by the Mount Pleasant Hotel to run day to day activity.
The iPECS offered some fabulous options to improve communication with Guestline, directly from handsets across the estate. For example, a cleaner can key a code into a room handset and let Reception know when a room clean starts and finishes. This has provided a high-quality check-in experience for arriving guests.
Connecting the new telephone system to Guestline has also added many more useful features including minibar update, alarm call logging, and access to several key hotel services like guest spa bookings.
The hotel already had excellent internet access, which has provided the opportunity to transfer calling services from older ISDN (30) to modern VoIP (Voice over Internet Protocol) using new SIP lines. This will better utilise existing broadband services and provide more cost-effective calling options not only for the hotel, but also for guests and business users.
With the hotel service staff and management teams being exceptionally mobile in their day to day work. Keeping in contact with these teams was previously managed via an unreliable and restrictive wireless solution. Evoke solved this problem by making better use of the hotels excellent WiFi. Mobile telephone apps have been rolled out to all mobile users, which when connected to the hotels WiFi enables ‘always on’ communication as an extension of the hotels telephone system or even when users are off site. For example, dialling an internal extension will access the General Manager be he at his desk or catching up with the Head Chef in the kitchens.
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.
How can we help your business?
If you would like to know more about how Evoke Telecom can help with your hotel or hospitality Customer Experience (CX) or Digital Transformation (DX) journey then why not contact our friendly sales team on [email protected] or 01509 278278.
