Case Study

Hospitality

Major Hotel Brand Delivers Premium Guest Service and Performs Faster with Orion Push to Talk

The Challenge

For this hotel in the southeastern US, staff must be in constant communication with one another to coordinate guest requests and provide excellent customer experiences. The ten-story hotel and conference center is part of a major hotel chain, where staff work around the clock to accommodate hotel guests and conference center attendees.

In the past, management used traditional two-way radios to keep the staff in contact, but the radios routinely lost connection, causing frustration and delays in productivity. Inferior radio quality also meant poor audio quality, making messages hard to hear and leading to staff mistakes. Guest requests for fresh towels or food orders were often lost or incorrect. The staff then had to spend extra time fixing errors. Not only did this lead to backlogged guest requests, but it also created poor customer experiences.

Some departments, like the transportation team, had special requirements. They needed to stay in touch with the central office while doing off-site work, including city-wide driving for guest transport, supplies, and catering tasks. As a result, the distance from the hotel meant that traditional two-way radios didn’t work without a costly investment in complex radio infrastructure to provide the coverage they needed. Further, an upgraded radio-based solution still wouldn’t have provided location information to allow team members to locate drivers quickly.

Managers tried unsuccessfully to work around these limitations with phone calls and even using staff members as messengers. These methods were neither timely nor cost-effective, so the lead technology buyer at the hotel began researching alternative tools and found the ideal fit with Orion.

The Solution
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Hotel staff began using Kyocera DuraForce PRO devices running the Orion Push to Talk app to connect its 50 staff members and facilitate communication across the hotel property and surrounding city area. The DuraForce PRO was selected for its built-in rugged durability and large dedicated push-to-talk (PTT) button, extra loud speaker, powerful battery, and accessory support -- all in standard phone size.

Employees who frequently talked to guests use low-profile earpieces so that they can keep their Kyocera devices discreetly hidden in a jacket or pants pocket.

For employees who work only at the hotel and conference center, the hotel was able to keep costs down by using their existing Wi-Fi infrastructure. Other team members who need to be off-site, like drivers, use cellular-enabled devices with the Orion app so they can stay connected anywhere in the city. Further, the Orion app utilizes GPS via the device to allow team members to locate drivers and other mobile staff quickly.

Benefits of Orion

By choosing Orion, the hotel management reaped significant financial savings. Upgrading their two-way radios and adding repeaters would have cost at least $500 per employee, in addition to the expense of an FCC license. Having this cost plus the need to equip each team member with a radio meant that management faced a significant capital investment for a technology that they weren’t even sure would work effectively or support the needs of the transportation team. Instead, management was able to offer smartphones running Orion Push to Talk to every staff member at a fraction of the cost of upgrading the radio system.

Immediately after switching to Orion Push to Talk, the staff noted massive improvements in audio quality and effective range. Messages transmitted through Orion come through clearly, which helped eliminate frustration and repeated requests for help. Orion’s excellent audio quality easily surpassed the unreliable radios the team had been using previously.

Another significant benefit to the team is Orion’s built-in location services, which allow team members to instantly see one another’s real-time locations, without having to ask and interrupt their day. Managers can also track their teams to make sure they’re on top of their tasks.

For the hotel, the benefits of adopting Orion were immediately apparent. The improvements in audio quality and range, as well as the cost savings, proved why Orion was the best solution for their needs.

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