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Case study: Best Western Premier Mount Pleasant Hotel  

Best Western Hotel Phone system

As a previous winner of the Welcome to Yorkshire Hotel of the Year Award, the Best Western Premier Mount Pleasant offers guests and visitors country house charm with all the convenience of a great location.

Set in acres of stunning South Yorkshire countryside, the Mount Pleasant has been in the McIlroy family for more than 3 generations, with Richard McIlroy currently ensuring that the family estate continues to grow and flourish.

The General Manager, Richard Tyas, in turn is very proud to lead a team that is revered for its personal approach and reputation for the provision of service excellence, continuing in the McIlroy tradition.

The Mount Pleasant has 85 bedrooms, 8 self-service cottages and is currently part way through a development program which saw 16 guestrooms added earlier this year. There are also plans to build an additional 8 cottages across the tranquil and spacious estate.

Focusing on customer service, the leadership team saw digital transformation though IP communications as a wonderful opportunity to enhance customer experience at the hotel. It was felt that this in turn would attract more visitors to the area, increasing job prospects not only on the McIlroy estate but also to local businesses and tourist attractions.

Currently running an old and at times unreliable telephone system, using old digital technologies, Evoke Telecom were invited to see how we might help with the hotel’s digital transformation plans.

With its own built in bi-directional hotel software integration capability, we were in no doubt that the Ericsson-LG iPECS UCP600 was best suited for the job. The iPECS is specifically designed to work on all the largest hotel management software packages, including Guestline, which is the PMS used by the Mount Pleasant Hotel to run day to day activity.

The iPECS offered Mr. Tyas some fabulous options to better communicate with Guestline, directly from handsets across the estate. For example, a cleaner can key a code into a room handset and let Reception know when a room clean starts and finishes. This has provided a high-quality check-in experience for arriving guests. Connecting the new telephone system to Guestline has also added many more features including minibar update, alarm call logging, and access to many other services.

The hotel already had excellent internet access, which has provided the opportunity to transfer calling services from older ISDN (30) to modern VoIP (Voice over Internet Protocol) using new SIP lines. This will better utilise existing broadband services and provide more cost-effective calling options not only for the hotel, but also for guests and business users.

Hotel service staff and management teams are exceptionally mobile in their day to day work. It’s the nature of the job! Keeping in contact with these teams was previously managed via an unreliable and restrictive wireless solution. Evoke solved this problem by making better use of the hotels excellent Wi-Fi. We provided mobile telephone apps, which when connected to the hotels Wi-Fi enables ‘always on’ communication as an extension of the hotels telephone system. For example, dialling an internal extension will access the General Manager be he at his desk or catching up with the Head Chef in the kitchens.

With the new system, all key team members, be it Mr. McIlroy or the night porter, can be contacted anywhere and anytime across the whole hotel. This has delivered an impressive increase in efficiency and most importantly customer experience, as the Mount Pleasant hotel continues to grow.

Richard and the team now have a modern IP telephone system that is fit and ready for 2018 and beyond. By utilising many of the features and functions that the iPECS UCP600 now provides has enabled the hotel to take a massive leap forwards on its Digital Transformation journey.

And what is more, customers are enjoying the benefits of the enhanced Customer Experience being delivered by the team across the whole estate. We fully expect that the hotel will see this reflected in their wonderful TripAdvisor ratings and increased referrals.

Evoke Telecom, Ericsson-LG and the vision of Richard Tyas, working in partnership, have together taken a massive step forward for Best Western. Today the amazing Mount Pleasant Hotel, delivers a best in class customer experience, helping the Best Western Premier brand to fly high.

“It was obvious from the very first meeting with David, that Evoke Telecom had the knowledge and technical expertise we were looking for. The engineers understood our needs and did an exceptional job in transferring us across to the new system. We would like to mention Steve in particular for his amazing knowledge and support. The hotel now has a modern telephone system that has completely transformed how we look after our guests and customers. We could not recommend David and the team highly enough to anyone that is considering updating their business communications.”

~ Richard Tyas, General Manager, Best Western Premier Mount Pleasant Hotel, Doncaster

If you would like to know more about how Evoke Telecom can help with your hotel or hospitality Customer Experience (CX) or Digital Transformation (DX) journey then why not contact us at [email protected] or smile whilst you dial our friendly sales team on 01509278278.

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