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Communications Solutions for Hotels/Motels IP Office
© 2009 Avaya Inc. All rights reserved.2 Use communications to Attract more business Deliver the personal service that builds customer loyalty Offer new revenue-producing services Lower your overhead. What IP Office Can Do For Your Property
© 2009 Avaya Inc. All rights reserved.3 Day-to-Day Realities in Hospitality Fast, efficient, personal service: key to building business Managers and staff are continually on the move Hospitality groups with multiple properties need integration and sharing of resources to function effectively and keep costs down Guests increasingly view communications sophistication as a differentiator These areas were identified as being critical for hotels/motels by Avaya customers and in research conducted for Avaya by Access Markets Intl.
© 2009 Avaya Inc. All rights reserved.4 Are you using your communications system to Simplify booking and registration, personalizing service for repeat customers? Quickly and easily connecting to any member of your staff, anywhere on your premises, to speed guest services? Provide enhanced communications capabilities, such as meet-me conferencing calls, that are ideally suited for business customers? Ask Yourself…. Avaya IP Office brings hotels/motels leading-edge communication in an affordable, reliable easy-to-use solution
© 2009 Avaya Inc. All rights reserved. What is Avaya IP Office? 5 Communications to help today’s hotels/motels work better and serve guests more effectively. Eliminating the missed calls that result in missed opportunities Delivering the personal service that drives guest loyalty Keeping your overhead low by using the system to route calls, handle routine requests
© 2009 Avaya Inc. All rights reserved. What Avaya IP Office Can Do For You Streamlining reservations Sharing resources across locations Supporting home-based workers One-number reachability for your staff Simplifying access to routine information New guest services—such as conferencing 6
© 2009 Avaya Inc. All rights reserved.7 Problem: Delivering fast, accurate, personal service on the phone Solution: Avaya IP Office Call Routing/Handling – Minimize hold times, quickly deliver guest calls—even during peak periods – Point-and-click call management enables reservation agents to handle calls on-screen while checking room inventory, reservations, etc. – Instantly recognize repeat customers . Benefits: – All callers handled quickly, accurately professionally. – Better use of staff time – Personal service that attracts business and builds loyalty Avaya IP Office in Action in Hospitality: “Streamlining Reservations”
© 2009 Avaya Inc. All rights reserved.8 Avaya IP Office in Action in Hospitality: “Sharing Reservation Resources” Problem: Setting up individual communications capabilities in each new property is expensive Solution: Avaya IP Office Multisite Networking – Share reservation agents, routing across properties – One dial plan for all properties—one touch transfers, 2-digit dialing – Share one messaging system, directory across locations Benefits: – More effective, professional and comprehensive approach to reservations – Significant cost savings: system resources, personnel and administration – Better use of personnel, shorter hold times, more qualified people to handle calls
© 2009 Avaya Inc. All rights reserved.9 Problem: Need to easily connect people working at home, Solution: Avaya IP Office Teleworker Solution – Set up a home office with an IP phone or a softphone on a PC that delivers all of the call handling capabilities of someone working in the office. – Seamless call control—no one even knows they are not in the office – Full call handling, messaging, one-touch transfers, etc. Benefits: – Reservation agents can work anywhere, anytime. – Makes it easy to take advantage of qualified people for home-based work – Remotely located staff is still centrally managed Avaya IP Office in Action in Hospitality : “Support Home-based Workers”
© 2009 Avaya Inc. All rights reserved.10 Avaya IP Office in Action in Hospitality: “Keep Staff in Touch Across Your Property” Problem: Confusion over “which number to reach you at” Solution: Avaya IP Office One Number Reachability – Everyone gives out one number—but IP Office automatically routes incoming calls to mobile, desk, even (if appropriate) home phone. – Synchronizes voice and email; get voice messages in email; hear email as voice messages (text-to-speech) Benefits: – Staff never out of touch—always available to handle guest services – No guess work about which number to use – More control—no need to give out personal numbers
© 2009 Avaya Inc. All rights reserved.11 Avaya IP Office in Action Hospitality: “Fast Access to Information” Problem: Guests/employees need fast access to information Solution: Avaya IP Office Self-service and Messaging – Give guests automated, self-service options: wake-up calls, reservation reminders, information on services, local attractions, etc. – Use IP Office messaging to set up distribution lists—automatically route messages on promotions, special rates, new services. Benefits: – Guests get fast, easy access to the information they want – Your entire organization is updated on information that drives sales – Your communications system is doing the job—not your staff
© 2009 Avaya Inc. All rights reserved.12 Avaya IP Office in Action Hospitality: “Conference Calling—a Guest Service” Problem: Conference call services are expensive Solution: Avaya IP Office “Meet Me” Conference Bridge – Quickly set up conference calls, anytime, anywhere using any phone – Simultaneous audio and Web conferencing – Maintain all contact information in system – Two 64-port conference bridges—multiple calls simultaneously Benefits: – Provide guests with a new amenity or a fee-based service – No cost—it’s part of the IP Office system – Can be used by guests and for hotel staff to improve communications and collaboration
© 2009 Avaya Inc. All rights reserved.13 Avaya IP Office in Action in Hospitality : “Easily Manage your Communications System” Problem: Administering your communications system Solution: Avaya IP Office Admin Tools – Easy templates, Windows-based interface and the simplicity of IP for moves, adds and changes Benefits: – Reduce/eliminate need for specialized expertise – Share resources between locations (i.e., receptionist) – Simplify communications between locations – More flexibility to move employees, respond to market demands
© 2009 Avaya Inc. All rights reserved. Measurable Results Calculate your ROI from Avaya IP Office 14 ROI Tool: Covers Conferencing, Calling, Mobility, Productivity www.avaya.com/ipofficeroi
© 2009 Avaya Inc. All rights reserved.15 For Everyone in Your Hotel/Motel Power User Help executives & managers—anyone on a laptop— maximize accessibility. Customer Service Agent Equip your call center with tools for prompt, accurate, personal service. Customer Service Supervisor Reports to judge how well calls are being handled. Teleworker Make any home office a remote extension of your firm.. Receptionist Equip front desk personnel with point-and- click call controls to streamline call handling. Mobile Worker Keep staff in touch— wherever they are working. IP Office User Productivity Solutions
© 2009 Avaya Inc. All rights reserved.16 You Can Relay on Avaya #1 Worldwide: IP Telephony | Multimedia Contact Centers | Voice Messaging | Unified Communications More than 90% of the FORTUNE 500® and more than 1 million growing businesses rely on Avaya solutions and services to enhance value, improve productivity and gain competitive advantage. #1 U.S.: PBX Systems | Hybrid/Key Systems 4 Million+ IP Office Users Worldwide: 40,000 systems, millions of customers, all kinds of businesses Enterprises of all sizes depend on Avaya for communications that improve efficiency, collaboration, customer service and competitiveness. What Are You Looking For?
© 2009 Avaya Inc. All rights reserved.17 Avaya Understands Hospitality “All-in-one” communications solutions Reducing costs, improving operations Big business communications…at small business prices An array of financing options
© 2009 Avaya Inc. All rights reserved.18 thank you
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