Case Study: How the Hydro Made Better Management Decisions.

Hotels can generate logistical challenges like no other business. Increasing staff availability to guests & improving efficiency are goals that hotels can achieve when choosing the right system.

The Situation

The Hydro Hotel was built as a water cure hotel in the late 19th century. It is an elegant Victorian hotel with views over Lake Windermere in Cumbria.

The hotel has over 80 bedrooms, spa & leisure facilities & a conference centre catering to 200 delegates.

The hotel employs over 50 members of staff & is part of a chain of 3 sister hotels.

The hotel was going through the process of major
refurbishment and was looking for a new communications solution that could overhaul their everyday processes, including:

  • Improving efficiency – with their existing system, the simplest tasks were taking far too long to complete
  • Making it quicker and easier for staff to communicate and collaborate internally
  • The ability to record calls or see where calls had been missed
  • The hotel had identified that business was being lost through missed calls or calls not being answered due to all lines being
    in use
  • Increase margin through more direct bookings secured by phone or web enquiries

The Client's Objectives

The Hydro’s objectives were:

  • Reduced completion time for tasks across the board
  • Faster response times of staff to calls
  • Call recording & missed call alerts to increase booking volumes
  • Increased call-handling capacity
  • Increased margin through more direct bookings secured by phone or web enquiries
What should you do next?

If you have a question, please give us a call on 0116 200 6100

The most important thing when it comes to investing in telecoms is to find a provider that meets your needs.

Please call us or fill out the enquiry form below & one of our project managers will call you and help you to get good advice quickly and easily.

Please feel free to ask, we won’t bite!

Please leave this field empty.

The solution for the Hydro was to use an Ericsson-LG iPECS UCP600 system and to install CAT 5 Cabling. This was chosen because it was:

  • The iPECS solution would enable the Hotel staff to work more efficiently
    and communicate better, leading to better & faster guest service
  • iCall Suite would allow the hotel to produce proactive reports & chase up
    missed calls, leading to an increase in business
  • The system would provide simple integration with the Hotel’s PMS software, Guestline
  • The system’s Hospitality Console would the Front of House team with
    faster processing of key activities such as guest check-in & room
    status which would lead to direct improvements in guest satisfaction and
    cost reduction
  • The General Manager would be able to operate the Hydro Hotel & its sister hotel, the Samlesbury in Preston, using the UCS mobile application on his smartphone, reducing the need for unnecessary travel & expensive call charges

The Hydro’s measures for success were:

  • Reduced completion time for tasks across the board – measured through internal management processes
  • Faster response times of staff to calls – measured through system logs
  • Call recording & missed call alerts to increase booking volumes – measured through call-logging software & the hotel’s bookings system
  • Increased call-handling capacity – measured by the system
  • Increased margin – through more direct bookings secured by phone or web enquiries – measured in the hotel’s management accounts

The work undertaken was to:

  • Install the system
  • Install the iCall suite
  • Implement call recording
  • Install a hospitality console in reception
  • Install 86 extensions in bedrooms & in 6 conference rooms
  • Installing 8 IP phones around the hotel for staff to be contacted at designated communication points
  • Providing 10 WiFi handsets for night porters
The Value to the Customer

There were a number of ways in which this system provided value to Royal Victoria. It gave them:

  • Greater operational efficiency
  • Increased staff responsiveness
  • Increased booking – call recording enabled procedures to be put in pace in order to maximise the hotel’s bookings and improve the conversion rate of calls to bookings
  • Increased call-handling capacity – the system’s flexibility meant that calls were no longer given the engaged tone and, even if they couldn’t be answered, they were logged as missed & followed-up
  • Increased margins – there was an increase in direct bookings secured by phone or web enquiries

”The iPECS solution has empowered me and my team to take a more proactive approach to the day to day running of the Hotel. The ability to pull off simple reports has really helped the Management team to get a much clearer overall picture of how the business is doing and see where improvements can be made.“

Ian Catterill - How the Hydro Made Better Management Decisions

Friendship. Integrity. Reliability.
It’s not old-fashioned, just good old-fashioned business sense.

Partners & Accreditations