Rosewood Hotels Increases Staff Efficiency with Cross-Property IP Solution

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Rosewood Hotels Increases Staff Efficiency with Cross-Property IP Solution

By Fred Crespo, Corporate Director of Information Systems, Rosewood - 09/08/2008
Since 1979, Rosewood Hotels & Resorts ( has been creating hotels and resorts unlike any other in the world, with properties located in the world's great cities and in isolated tropical locations. When designing the communications solutions for two of Rosewood's most distinct properties, the Rosewood Mayakoba, located outside of Cancun, Mexico and The Mansion on Peachtree, located in Atlanta, Georgia, hotel management was faced with a major networking challenge.

Both properties offer full butler service with 24-hour availability, necessitating a communications solution that would enable both staff and managers to respond to guest requests immediately, regardless of their physical location on the property. However, these particular properties could not be more physically dissimilar. Rosewood Mayakoba  is a 1,600-acre oceanside resort, situated along a mile of sandy beachfront and surrounded by dense jungle, while The Mansion on Peachtree is a 127-room, 45-story luxury hotel in Atlanta's elite Buckhead community.

A robust network
In order to meet this challenge, the hotel selected the Mitel 3300 IP Communications Platform (ICP) ( as the backbone of each robust unified communications network, and extended it via wireless networking that covers about 90 percent of the physical properties. A combination of Mitel desktop IP phones and Polycom's SpectraLink ( wireless handsets are provided in guest rooms, and butlers and managers carry their own wireless handsets to ensure availability and responsiveness. All handsets are fully integrated with the Mitel 3300 ICP solution.

Improvements in shift rotations
By offering both wireless and wired access across the properties, the hotel can ensure that their guests and staff are able to remain connected in a fashion unlike what you would normally find in a hotel setting. Management has given a fully integrated wireless handset to employees who normally would not have access to communications. As a result, we are now able to allow a direct connection with the guest and butler while still allowing the butler to roam the floors or buildings as needed, which saved us three shifts per day in labor.

Our speed of service has been improved in our room service offering, and housekeeping has experienced the highest level of adoption. We are now using a rapid response system that is interfaced with the wireless handsets and Mitel 3300 ICP, which saves an additional two shifts per day in this department.