Hydro Hotel

An iPECS in Hospitality Case Study

Video Case Study

About the Hydro Hotel

The Hydro Hotel is an elegant Victorian hotel with views over Lake Windermere in Cumbria. The hotel offers over 80 bedrooms, leisure facilities and a conference centre catering to 200 delegates. The hotel employs over 50 members of staff. It is part of a chain of 3 sister hotels.

The Challenge

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

Efficiency

Improving efficiency – with their existing system, the simplest tasks were taking far too long to complete.

Collaboration

Making it quicker and easier for staff to communicate and collaborate internally.

Call Recording

The ability to record calls or see where calls had been missed – The hotel had identifed that business was being lost through missed calls or calls not being answered due to all lines being in use.

Margin

Increase margin through more direct bookings secured by phone or web enquiries.

The Solution

Improved Communication

The iPECS solution has enabled the Hotel staff to work more efficiently and communicate better, which in turn has led to better and faster guest service.

Reporting

iCall Suite allows the Hotel to produce proactive reports and chase up missed calls, leading to an increase in business.

Guest Satisfaction

The iPECS’ Hospitality Console helps the Front of House team with faster processing of key activities such as guest check-in and room status which has led to direct improvements in guest satisfaction and cost reduction. The iPECS also provided simple integration with the Hotel’s PMS software, Guestline.

Cost and Time Saving

The General Manager can now operate the Hydro Hotel and its sister hotel, the Samlesbury in Preston, using the UCS mobile application on his smartphone, reducing the need for unnecessary travel and expensive call charges.

Key Features

iPECS UCP 600

LIP-9000 Series

UCS Mobile App

WiFi Handsets

Hospitality Console

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, General Manager, Hydro Hotel