Delta Hospitality enhances guest and employee experience with streamlined communications

At a glance

A hospitality group implements a state-of-the-art telephony system with NES Communications and Atos Unify solution to enhance the guest experience and improve operations.

Outcomes

  • Reduced total cost of ownership (TCO)
  • Improved processes
  • User-friendly functionalities

NES Communications offers the best and fastest solutions to every problem, request and challenge we have. It is a pleasure to work with them for over a decade.

Goran Radisavljevic, Cluster IT Manager, Crowne Plaza Belgrade, Intercontinental Ljubljana, Indigo Belgrade

Delta Hospitality is one of the largest hospitality groups in the Balkan region, operating prestigious, world-class hotels in Serbia and Slovenia under the Intercontinental Hotel Group (IHG) brand. Delta was looking for a top-quality telephony system capable of interconnecting all its hotels and providing the same look and feel to guests at any property. NES Communications had the right fit with a modern solution from Atos Unify.

Reputation at stake

For the hotel industry, reputation is paramount and any errors can result in the hotel losing customers to the competition. A robust communication system is an integral part of the hotel’s customer service department, enabling them to connect with customers and prospects. Similarly, it enhances the customer experience during their stay by informing the guests about various programs that could benefit them. Additionally, it is an important and cost-effective mode of communication for the hotel’s staff.

The Crowne Plaza Belgrade is a part of the prestigious Delta Hospitality group. The hotel had an aging analog telephony system with obsolete phones which were difficult to operate due to a complicated interface. The cabling system had worn out, causing the staff to experience dropped calls and difficulties while connecting with the guests — which was impacting productivity. Delta had replaced some of the phones, but it was a futile exercise since the aging system had become obsolete and costly to maintain due to the non-availability of spare parts.

The hospitality group wanted to partner with a company with substantial experience in transforming organization-wide communications by implementing next-generation digital IP telephony systems.

According to Goran Radisavljevic, Cluster IT Manager for Delta Hospitality, “We were looking for a reliable and scalable system that is flexible and a partner that would provide us with 24/7 support.”

One network, many possibilities

The Group partnered with Atos to implement its proven and industry-leading Unify IP telephony system to transform the communication ecosystem of the hotels. Atos’s preferred partner NES Communications implemented the IP-based Atos Unify OpenScape 4000 communication system for the 416 rooms at the Crowne Plaza Belgrade.

In the next phase, Atos implemented the digital communication platform at Delta’s other hotel properties and connected them with an advanced permitted maximum signal (PMS) system. An Atos Unify advanced digital telephony system and phones were installed in the 165-room Intercontinental Ljubljana hotel, and a similar system has been installed in the soon-to-be-opened Hotel Indigo Belgrade.

Creating a stakeholder friendly ecosystem

The cutting-edge solution from Atos Unify now powers Delta Hospitality’s magnificent hotel properties. Guests love the easy-to-use interface, which enables hassle-free communication with the hotel staff. Hotel employees use IP and Wi-Fi phones to collaborate across hotels with zero call interruptions. The Atos Unify OpenStage 40 phones installed in the communications hub offer a Busy Lamp Field (BLF) with over 90 programmable buttons for fast call handling. Additionally, the solution is connected to the PMS system, simplifying billing, check-in, check-out and hastens report generation.

Our guests are thrilled that modern, state of the art phones are at their service, where they can charge the phones, listen to music and make calls. We have streamlined our communications so that everyone is happy: management, owners, employees and guests. There are so many benefits and small details that make our guests and employees satisfied,”said Mr. Radisavljevic.

Employees mainly value the additional functionalities that save them time and ensure a connection between the locations. The Atos Unify solution has reduced TCO, improved processes and enabled faster handling of calls.

Why Atos Unify Voice

At the intersection of life and work, Atos Unify provides people with one seamless communication experience. It strengthens human connections across time and distance to effectively meet today’s business demands.

Our solutions deliver secure, scalable communications for companies of any size, with a comprehensive suite of software-based solutions platforms for any IT, voice and application environment.

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