Hyatt Regency Sanctuary Cove enhances guest services with new Avaya telephony solution from NSC

Hyatt Regency Sanctuary Cove, one of Queensland’s leading conference and leisure resorts, has upgraded its administration and guest telephony with an Avaya hospitality solution implemented by NSC Enterprise Solutions.

Prior to the implementation of the Avaya 8500 media server and G650 gateways, the hotel and its sister organisation, Sanctuary Cove Resort, were sharing an aging NEC. The Avaya solution was initially installed at the Resort and when it came time for the Hotel to upgrade, the existing equipment was partitioned and expanded.

The Avaya solution provided by NSC included the design, supply, implementation, maintenance, management and support of both software and hardware technologies.

According to Benjamin Day, Information Systems Manager for Hyatt Regency Sanctuary Cove, the hotel is able to run as a separate tenant partitioned on the existing solution.

“Leveraging the original investment and expanding the existing infrastructure, provided us with the opportunity to implement a cost-effective solution,” said Day. “The nature of the deployment made it risk-free and fast, with the staff requiring only minimal training.”

As part of the new telephony solution, the hotel implemented a voicemail system to provide hospitality functionality for guests as well as voicemail access for administrative staff. All 247 guest rooms received new analogue handsets which provide guests with clearly labelled icons and pre-programmed dialling to enhance the guest experience.

The implementation of the Communication Centre allows guests to access one central “Guest Services” area that can assist them with any request they may have from fresh towels to booking a round of golf at the resort.

To further improve the delivery of guest services an automated attendant was implemented to ensure guests would always receive an answer rather than ringing out if an operator is busy with other calls.

“NSC has considerable expertise implementing similar solutions within the hospitality sector working with organisations such as Intercontinental Hotel Group, Burswood Entertainment Complex, Seaworld Nara Resort, Holiday Inn and others,” said Craig Neil, Managing Director, NSC Enterprise Solutions. “We are pleased to welcome the prestigious Hyatt Regency Sanctuary Cove to our customer family.”