M Hotel deploys Alcatel-Lucent’s hospitality solution
ConvergenceAsia staff
12/12/2007

M Hotel has installed Alcatel-Lucent’s fully converged mobile/fixed communications solution encompassing telephony, applications, wireless and data networks.

By choosing Alcatel-Lucent’s hotel wide wireless broadband access, M Hotel which is owned and managed by Millennium & Copthorne International, aims to provide its guests and staff the ability to connect and communicate anytime, anywhere.

Superior quality of the Voice over Internet Protocol (VoIP) solution was cited as a key factor in the decision to work with Alcatel-Lucent, as the hotel strives to deliver reliable and seamless voice roaming throughout its premises.

The full Alcatel-Lucent’s solution includes OmniSwitch and OmniAccess switches to support Wi-Fi, data and VoIP, LAN telephony (IP Server Communications, IP phones, Wi-Fi IP phones) and XML hospitality added value applications.

The XML platform will open up opportunities for future services, by providing hotel guests the option of accessing leisure activities, news, navigational maps or weather, all at their fingertips in selected rooms via the IP phones.

The project also includes the set-up of a contact centre at M Hotel, aptly named “1 Touch”, comprising the OmniTouch Contact Centre Solution integrated with FCS-connect. FCS-connect was developed by Alcatel-Lucent’s application partner FCS Computer System.

1 Touch provides a single contact point for hotel guests 24 hours daily, at a touch of a button from any of the phones in the hotel, and brings together both guests and the various operational departments to fulfil service requests timely and satisfactorily.

Seamless communication is a key component to providing superior service. In the hotel business, human interaction is what we do well, said Melvin Lim, General Manager of M Hotel.

“Through this technology platform provided by Alcatel-Lucent, our guests are now able to communicate their service requests via 1 Touch and simultaneously, it allows hotel personnel to further enhance service levels at a quicker response rate,” he said.

To ensure smooth work processes and delivery, all service employees had to attend a comprehensive training programme, which encompassed areas from handling guest requests and enquiries, to familiarising themselves with the hotel information and understanding the entire workflow system.

Effective tracking measures were also implemented as M Hotel endeavours to constantly improve on its customer care and service standards.

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