Mitel Delivers Virtual Communications for Iconic Firmdale Hotels

November 01, 2012

Mitel® (Nasdaq:MITL) (TSX:MNW), a leading provider of cloud and premise based unified communications and collaboration solutions, has announced that Firmdale Hotels has rolled out a Mitel virtual communications solution across its seven iconic London hotels, including The Soho Hotel and Covent Garden Hotel, as well as the Crosby Street Hotel in New York. The virtual deployment, designed, implemented and managed by Alternative Networks, has simplified support and ensured that Firmdale can take advantage of the business continuity services available through VMware®.

Using Virtual Mitel Communications Director (vMCD) 5.0, Firmdale is taking advantage of a range of features to enhance the level of service offered to guests and drive effective communication between staff. A cordless front desk allows staff to move between tasks more effectively using wireless handsets, with call and text features allowing them to keep in touch and manage guest requests efficiently. The handsets can also be configured to receive fire alarm alerts or VIP arrival notifications.

In the rooms, IP telephony features have enhanced the guest experience by ensuring failed wake up calls are escalated, guests are greeted by name using room/caller ID and information is offered about guest services, local services and attractions. The aesthetics of the Mitel handsets was also important and the sleek Mitel IP telephone design is in keeping with the prestigious look of the hotels, while offering an intuitive, feature-rich experience for guests.

"Alternative Networks provided us with an impeccable professional service and since moving to the Mitel system we have already seen multiple benefits," said Mark Coey, Group Deputy IT Manager, Firmdale Hotels. "Our staff can stay in touch easily and work more efficiently and the solution also ensures that Firmdale is able to offer a more personal service to guests, in keeping with our values. In the future we plan to evolve our virtualised solution by integrating even further with mobile devices."

Other features of the new communications solution include Mitel's Dynamic Extension, which is enabling duty managers to be contacted quickly and easily at their desk or mobile device on the same number, regardless of location. An auto attendant feature also allows routing during off-peak hours, so a call is never missed, and ring groups ensure the right team always answers a call, creating a more personal service for guests.

Guest service has been further enhanced through the use of Mitel 5360 colour touch screen IP telephones in common areas. Guests are presented with images of hotel services together with an associated QR code, which allows guests to access detailed information on their own mobile device, for example for restaurant menus and film club schedules.

"Good communication is at the heart of every successful hotel. Mitel's proven hospitality solution is designed to be simple and intuitive, reducing training needs in a busy environment and enabling the hotels to care for their guests," said Ian Bevington, Hospitality Marketing Specialist, Mitel. "By investing in IP communications hotels are able to connect to next generation networks and benefit from new technology while protecting investment in traditional technology. As a Mitel accredited hospitality specialistPARTNER, Alternative Networks has a proven track record in delivering the best-fit Mitel solutions to the hospitality industry."

About Mitel

A global market leader in business communications powering more than two billion business connections, Mitel helps businesses and service providers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve business users in more than 100 countries. For more information, go to and follow us on Twitter @Mitel.

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Contact Information

Sandrine Quinton, Mitel

Tel: +33 1 30 96 43 01

Email: [email protected]

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