We have partnered with businesses in the hospitality sector to enhance their communication systems using iPECS. From small boutique hotels to large chains and international resorts, iPECS offers flexible solutions that improve guest services, streamline operations, and facilitate seamless communication across teams. Browse our case studies to discover how iPECS is supporting success in the hospitality industry.
Hydro Hotel
Royal Victoria Hotel
The Royal Victoria Hotel needed a modern system to replace their outdated communications setup. iPECS provided a cost-effective solution that improved efficiency, connected staff, and reduced call costs.
Mercer Collection
Case study: 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 Hydro Hotel was going through the process of major refurbishment and was looking for a new communications solution that could overhaul their everyday processes. They faced inefficiencies with their existing system, which slowed tasks and led to missed calls, costing business. They needed a solution to improve internal communication, reduce missed calls, and increase direct bookings.
The Hydro Hotel wanted to improve efficiency – with their existing system, the simplest tasks were taking far too long to complete.
They wanted to make 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.
The client wanted to increase margin through more direct bookings secured by phone or web enquiries.
The iPECS system improved communication and efficiency at the Hydro Hotel, enhancing guest service and reducing missed calls. Integration with the hotel’s PMS and the iPECS streamlined operations, boosting guest satisfaction and cutting costs. The UCS mobile app also allowed the General Manager to manage both hotels remotely, saving time and reducing expenses.
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.
Analytics allows the hotel to produce proactive reports and chase up missed calls, leading to an increase in business.
iPECS 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.
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.
Case study: The Royal Victoria
The Royal Victoria is a 100 year old hotel in Llanberis, at the foot of Mount Snowden in Wales. The hotel has 106 rooms over 30 acres of picturesque grounds.
The Royal Victoria’s 20-year old Mitel system, with separate analogue voicemail system, needed to be replaced with a modern solution. The hotel sought to improve business efficiency, connect its 160 employees, monitor performance, reduce call costs, provide mobile communication for staff, and enhance guest Wi-Fi access.
The hotel wanted to boost efficiency across the business, as well as offer a more efficient service to guests.
It was important to make sure the hotel's 160 employees could stay connected.
Call logging features are a key tool to monitor business performance and control costs, and visibility, all the hotel was keen to embrace.
The hotel wanted to reduce spend on line rental and call charges.
The client wanted to enable communication services for mobile members of staff, such as night porters, to stay connected with the rest of the site.
They wanted to offer a secure and reliable guest Wi-Fi service, offering internet access for all visitors.
The Royal Victoria Hotel chose iPECS for its cost-effectiveness, reliability, and SIP connectivity. The system integrated seamlessly with their existing analogue infrastructure, while offering significant savings on call costs and line rental. iPECS also provided flexibility, business continuity, and enhanced guest and staff Wi-Fi access through a dedicated fibre lease line.
the iPECS system was chosen due to it's feature-rich, future-proof technology and SIP connection capability.
iPECS reliability and resilience, combined with remote and on-site engineering support, ensures complete peace of mind for the hotel.
iPECS utilises SIP connectivity that provides significant savings on line rental and call charges, as well as providing flexibility and business continuity. These savings also offset the cost of a dedicated fibre lease line allowing high speed internet Wi-Fi access to guests and staff.
The iPECS system allowed the Royal Victoria to retain their existing legacy infrastructure, blending their current analogue technology with IP and SIP.
Case study: Mercer Collections
The Mercer Collection are a group of six boutique hotels located in Portsmouth. The group has grown quickly and provides luxurious accommodation with a personal service.
Mercer’s growth was being constrained due to the significant communications investments required for each new site. The management team wanted all staff to know and understand the system and be able to operate it consistently across all sites. Mercer required cost-effective calling and system access when travelling outside of the UK.
Mercer’s growth was limited due to the high communication investments needed for each new site.
The hotel wanted to optimise staff and resources across multiple sites without duplicating functions at each location.
The management team needed a unified system that all staff could easily operate and understand across all sites.
The hotel required a cost-effective calling solution, especially for staff travelling outside of the UK.
The management needed remote access to the system from anywhere, ensuring seamless communication even when travelling.
The iPECS solution provided a single call server to support all hotels, using SIP trunks for reliability and flexibility. Handsets were deployed across sites, with mobility for night porters and staff. Call overflow ensured constant availability, while the iPECS Communicator app enabled remote access and cost savings. The solution improved communication, guest service, and efficiency, supporting growth for the Mercer Collection.
iPECS products were deployed at each site supporting handsets in every room. Night porters were given Wi-Fi handsets to allow roaming between sites. IP phones were provided for each reception and desk-based staff member.
By using SIP trunks, the iPECS provides a highly resilient and reliable on-premise solution combined with the flexibility and back up of cloud services.
The mobile app enables remote access to the system from anywhere in the world where a Wi-Fi connection is available, meaning free calls to colleagues on the same system and local call rates for any outbound calls.
Tenancy working enables each hotel to operate as an independent system with its own reception and users. Calls will now overflow between sites to ensure someone is always available to answer a guest’s call.
