MITEL Real World. Hospitality Solutions

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1 MITEL Real World Hospitality Solutions

2 Mitel Hospitality Solutions We can be very accommodating A proven leader in hospitality-specific communications worldwide, Mitel understands that providing today s techno-savvy traveler with an exceptional guest experience is your ultimate goal. They demand instant access to services, anytime, anywhere communications, and plenty of personalized attention. From check-in to check-out, convenience is key. Mitel s advanced IP-based communications solutions leverage a single infrastructure for converged services like voice, video and data, giving you access to advanced features, functions and applications to help you enhance the customer experience by meeting and exceeding your guests expectations while reducing operational costs, increasing staff efficiency and creating new ways to generate revenue. And while accommodating the needs of your guests, Mitel can also help you accommodate the needs of the environment. With eco-friendly IP-powered applications including unified communications, collaboration and mobility solutions. Many of our products are manufactured using recyclable materials and use less electricity than most competing products helping you to lower carbon emissions and add immediate savings to your bottom line by reducing energy costs.

3 Simple, flexible solutions for managing the guest experience From small, economy hotels to the world s largest, most luxurious resorts, Mitel sets the standard for hospitality communications with: Customer Interaction Solutions to enhance the productivity of your staff so they can give your guests more professional, personalized service while generating on-property revenue with automated guest access to onsite services Unified Communications Solutions to help you better manage your overall communications and gain a competitive advantage by ensuring efficient guest check-in and check-out and providing guests with business office functionality during their stay, including personalized messaging and WiFi services Mobility Solutions featuring wireless capabilities to make configuring conference facilities easy, provide guests with more flexible communications, increase staff efficiency, and enhance the safety and security of everyone on your property Team Working Solutions that enable real-time, Web-based meetings, presentations and staff training, and eliminate the high cost of travel or outsourced services Managed Services Solutions to give you an intelligent, built-in migration strategy that protects your existing and future communications investment for years to come Mitel s advanced communications servers and gateways enable hotel properties of all sizes to cost effectively deliver converged solutions that can be all IP or a hybrid of IP and analog. Mitel solutions offer embedded hospitality functionality including hospitality messaging, as well as support for industry standard interfaces and SIP services. Flexible, Scalable, Secure Solutions for the Hospitality Industry Embedded hospitality-specific feature sets, including voice mail, auto attendant, customized greetings, call recording, MOH, WiFi Seamless integration with PMS and Call-Accounting via traditional serial interface or via IP; especially useful for hosted third-party applications Integrated, easy-to-use-applications that enable staff to be trained quickly so they can spend more time serving customers Intuitive, easy-to-use consoles, desktop, wireless handsets for more professional, efficient call handling Industry-leading architecture that leverages your network to eliminate single point of failure, resulting in high availability Cost-effectively scale from 00 s to 000 s of users with IP and/or analog phones Support for industry standard protocols, including SIP trunking and SIP line side, to enable selection of best of breed line-side IP devices and support for next generation networks

4 Customer Interaction Solutions Build brand and guest loyalty Our goal in purchasing the Mitel solution was to make certain we could provide our guests with the very latest, most sophisticated technology available. The flexibility of the 5300-series IP phones allows us to customize speed dials and features on each set. We are also able to offer increased guest services on the phone. For example, we offer the local weather information and a jukebox feature. Shannon Knox, Senior Vice President Information Technology, LXR Luxury Resorts

5 Hotels are under pressure to improve customer loyalty and increase revenue per available room. How can you continually improve service so your guests keep coming back? How do you give customers what they want while remaining competitive and driving costs down? Mitel s Customer Interaction Solutions offer true flexibility to help you respond quickly to your customers needs with scalable, intuitive, Web-based applications that enable your staff to give guests that personal touch and provide them with a convenient and exceptional customer experience from check-in to check-out. Our call routing technology directs incoming calls to the next available or most appropriate agent. Mitel Contact Center Solutions also integrate with a number of customer databases to give agents immediate account information for incoming callers. In addition, our management tools allow supervisors to view a number of performance metrics, including call completion rates and time on hold. Calls can be recorded to support both training and compliance objectives. Our intelligent, user-friendly solutions: Provide superior service by prioritizing calls from preferred guests or the concierge floor with screen-pop guest data from CRM Increase revenue-generating opportunities with convenient, 24/7/365 access to guest services Enhance customer service by monitoring calls and queues to ensure staff are providing good service and adequate response times Improve back-house operations and reduce costs with scheduling tool for skills-based scheduling and labor cost statistics Centralize services to provide best of breed answering services Support first-time issue resolution, personalized service and improved customer retention Facilitate easy access to the right resource at the right time, wherever and whenever they are needed Allow you to leverage a distributed workforce to deliver superior customer service from anywhere Empower employees to resolve issues efficiently and effectively to help improve the customer experience Reduce the impacts of churn by providing flexible working capabilities that increase employee loyalty and help you protect your investments in training and recruitment

6 Unified Communications Solutions Simplified communications management When we began designing our new properties, we knew we needed to invest in a solution that would enable us to evolve our guest experience without having to change our technology every few years. Rosewood required a solution that would bring our luxury properties to the next level of customer service while increasing our staff productivity and reduce costs with the promise of implementing applications cost effectively for years to come. We chose Mitel because it delivers on this capability, and the implementation has been seamless. Bob Boulogne, COO, Rosewood Resorts & Hotels

7 Managing the volume and complexity of communications on a property of any size is critical to its success. You need a solution that will provide the same features and reliability as your existing system while allowing you to seamlessly add new productivity-enhancing functionality and revenue-generating opportunities available via today s IP-enabled communications. Mitel s Unified Communications solutions provide powerful and effective tools to streamline communications and keep your property operating at peak efficiency so you can focus on exceeding your guests expectations and gain a competitive advantage by: Personalizing the guest experience with customized applications to leverage guest information from multiple databases, including personalized voice mail for extended-stay guests and customized wake-up greetings and other messages Streamlining guest check-in and check-out Enabling guest room communication services upon check-in for immediate access to revenue-generating guest services Providing in-room office functionality for the business traveler so guests won t miss important business calls and can retrieve messages from their room while on or off property Generating revenue with customized on-hold advertising for on-site services and promotions and via local business advertising at the desktop Providing or charging on-property businesses with communication services including voice mail and MOH for tenants Increasing communication and service levels with multi-language capability Improving accessibility and responsiveness by giving guests and staff control over how, when and by whom they are reached Easily managing communications and lowering your total cost of ownership Cost-effectively adding applications, features and capacity to your existing infrastructure as your needs dictate

8 Mobility Solutions Increase productivity, lower operational costs Our experience tells us that a key to achieving an exceptional guest experience is ensuring superior communications between staff and guests. Our Mitel system is limitless on what we can do now and in the future in terms of communications. We have experienced a ROI in months and we haven t yet tapped into the system s full potential. In the long term, we foresee huge benefits. Kevin Nicholson, IT Field Operations Manager, Westgate Resorts

9 Today s technotraveler demands immediate access to communications, anytime, anywhere. As a result, wireless services are a must to keep your guests mobile and coming back to your property. Mitel s moneysaving and money-making Mobility Solutions also enable your employees to be more proactive and productive, allowing more face-to-face guest interaction to enhance service on-site and take advantage of on-the-spot opportunities to generate revenue. Mitel s Mobility Solutions offer presence and availability information that allow your staff and guests to reach the right person, at the right time, using the right device, when they need immediate answers. No hit and miss or endless phone tag. Even more importantly, Mitel offers a variety of mobile communications solutions to help ensure the safety and security of your guests, including on-site Emergency 911 alarm notification to your system s main console, display sets and Mitel-supported wireless telephones. Mitel Mobility Solutions increase the efficiency of your staff, enhance the customer experience and help generate new revenue by: Configuring conference facilities to client requirements quickly and easily with Mitel s wireless telephone base so communications can be set up almost anywhere without complex cabling or programming Twinning devices with Mitel Mobile Extension so hotel managers, area managers and offsite event and other staff can be contacted on one number, regardless of location Enhancing the safety and security of guests with on- and off-site emergency response notification Allowing staff to move between tasks more efficiently using Mitel DECT cordless handsets or headsets Enabling a flexible work environment for employees with Mitel Teleworker while providing seamless service to your guests

10 Team Working Solutions Collaborate, communicate, improve decision making It truly takes a team to meet the needs of a single hotel guest. To do so, communication and collaboration are key to providing the utmost in service your guests expect. But from the ballroom to the golf course, hotel and resort workers are constantly in motion, so how can you quickly bring people together to facilitate better collaboration among internal and external employees, business partners and customers? Mitel s IP-based Team Working solutions help you improve workgroup collaboration so decisions can be made faster and more effectively. With cost-effective, easy to use tools such as Mitel Audio and Web Conferencing, you can conduct highly interactive online meetings, brainstorming and training sessions, and sales presentations from virtually anywhere. The browser-based interface enables users to quickly and easily schedule and conduct conference calls on the fly, with productivity-boosting features like document sharing and white boarding. Mitel offers advanced applications for global communication and collaboration that: Enable intuitive communications and collaboration with individuals on and off property Extend relevant and powerful communications and collaboration capabilities to mobile employees Improve decision-making through better access to information and people Create a presence-enabled, business-centric communications environment Ensure secure and highly reliable communications throughout your network Reduce costs by eliminating travel

11 Mitel Managed Services Unified solutions for all your communications needs Not only is Mitel your single-source provider of choice for advanced IP products, services and applications that improve business performance, we address your unique communications needs with a true managed services philosophy to ensure you get the most out of your communications investment, including Unified communications portfolio Data networking solutions Managed network services Financing and service options Third-party solutions Mitel is unique in offering comprehensive support from evaluating your existing systems to designing, installing and managing your communications infrastructure, with easy transitions to future devices, capabilities and business models so your return on investment is optimized over the next five to 10 years.

12 It s About the Relationship You need a partner that understands how your hotel business operates, what your customers expect and how to serve their needs. Mitel s team of highly trained hospitality specialists are dedicated to providing tailored, industry-specific and user-centric solutions to help you gain competitive advantage and maximize your return on investment. Our approach is unique. We see business communications as an investment in ongoing performance not a one-time equipment acquisition. With unmatched reliability and scalability, our solutions help you improve business performance by Enhancing employee productivity Increasing customer service Reducing costs Generating revenue streams In addition, Mitel s local branch offices and network of over 1,500 trained and certified resellers worldwide deliver unparalleled customer service and support. With Mitel, it s about the relationship. Let s build one together. Global Headquarters U.S. EMEA CALA Asia Pacific Tel: +1(613) Fax: +1(613) Tel: +1(480) Fax: +1(480) Tel: +44(0) Fax: +44(0) Tel: +1(613) Fax: +1(613) Tel: Fax: For more information on our worldwide office locations, visit our website at THIS DOCUMENT IS PROVIDED TO YOU FOR INFORMATIONAL PURPOSES ONLY. The information furnished in this document, believed by Mitel to be accurate as of the date of its publication, is subject to change without notice. Mitel assumes no responsibility for any errors or omissions in this document and shall have no obligation to you as a result of having made this document available to you or based upon the information it contains. M MITEL (design) is a registered trademark of Mitel Networks Corporation. All other products and services are the registered trademarks of their respective holders. Copyright 2008, Mitel Networks Corporation. All Rights Reserved.

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