Mandarin Oriental Hotel Group has entrusted Swisscom Hospitality Services with the remote management of its IT infrastructure at five European locations. As the central network manager, Swisscom optimizes the service availability for the core network components within each hotel, covering all central, floor and in-room switching, Wi-Fi infrastructure and UPS power status monitoring. Through its advanced network management tools and its specialized resources, Swisscom guarantees for MOHG some of the strictest service levels practiced in the industry today.
“Swisscom offers us a proactive approach to managing critical components, which results in greater service reliability for our guests and allows Operations to focus on running the hotel rather than on maintaining the technology”, says Paul Missen, Vice President Technology, EMEA.
Over the past year, Swisscom has liaised with Mandarin Oriental’s system providers to define detailed incident recognition and escalation procedures that enable the pro-active monitoring of all active and passive network assets. Today, Swisscom’s Lisbon-based Network Operations Center monitors all systems 24/7. A dedicated helpline is available for MOHG at all times.
Swisscom is the only party offering enterprise-grade service management tool to the hospitality industry in EMEA today. “Our Managed Services are a breakthrough for hotel operators,” comments Leo Brand, CEO of Swisscom Hospitality Services. “For the first time in the history of the hospitality industry, an independent party can monitor and manage multiple systems one-stop and provide its partner hotels with real-time data about their vendors’ service level (SLA) performance.”
Swisscom Managed Services build on IBM’s Tivoli software, which Swisscom has adapted to serve the specific needs of the hospitality business. Swisscom presently manages the IP networks of Mandarin Oriental Hotel Group in London, Paris, Geneva, Munich and Barcelona.
About Swisscom Hospitality Services
Swisscom Hospitality Services is a leader in converged technology solutions for the global hospitality industry. We provide hoteliers with integrated cost-effective communication solutions whilst meeting their guests’ needs.
We design, build and manage the hotel’s full network infrastructure, laying the foundation for a scalable service environment. Through our networks, we deliver premium guest services such as IPTV, HSIA, VoIP, branded portals, business center and conference solutions, and we support 3rd party applications to run on the same networks. Our services cover more than 2.000 partner locations encompassing 250.000 guest rooms across Europe, Middle East and Africa, as well as North America.