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Eldorado and Silver Legacy Hotel Casinos Enhance Employee, Guest Experiences with Seamless Communication Technology

The Eldorado Hotel Casino and Silver Legacy Resort Casino in Reno, NV, are delivering a complete customer service experience to guests and a more efficient workplace for employees using NEC Unified Solutions, Inc.'s (NEC) communications technology.

"In the hospitality industry, success is measured by accessibility, great service and a superb guest experience," says Cindy Carano, executive director of hotel operations for Eldorado Hotel Casino, which shares equal ownership of the Silver Legacy Resort Casino with MGM Mirage. "This could have been a complicated installation because combined the Eldorado and Silver Legacy have over 2,500 rooms. But NEC dealer DCI-Design Communications delivered the right NEC solution that brings amenities to guests' fingertips while giving employees the tools they need to help them be more effective at their jobs."

At each property, NEC's UNIVERGE SV8500 IP Communications Servers and UA5200 Attendant Consoles interface with the hotel's property management system, delivering communications services to staff and guest rooms and, most importantly, contributing to a seamless experience for hotel guests.

With the UA5200 Attendant Console, the Eldorado and Silver Legacy hotel operators can now more easily track and bill for calls from guest rooms; note incoming external call origination; the number of calls that become reservations, and ultimately revenue for the hotels. Hotel operators can easily prioritize calls and see where calls are being routed from their PC desktops.

In guest rooms, customers can access the variety of hospitality focused features of the UNIVERGE SV8500 from their room phones to make reservations, request additional room supplies as well as set up reoccurring wake-up calls direct from their room phones without needing to speak with a front-desk representative. These services simplify and automate routine tasks and let hotel employees invest more time in face-to-face guest relations.
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