Strand Palace Hotel Case Study

Strand Palace Hotel facade

Steeped in history, the Strand Palace Hotel opened it’s doors in 1909. Situated in the heart of the West End, running parallel to the Thames and connecting Westminster to the City, it has been a focus for political and financial power for centuries.

The Challenge

The Hotel had a legacy Nortel system serving the hotel’s 785 guest bedrooms, 145 administration extensions and a second Nortel system used for the contact centre. Arrow had been maintaining one of the systems for over 10 years and was familiar with their systems, cabling and general operating constraints that come with managing a busy, large hotel in a listed building.

Hotel guests demand personalised service and fast response times so hotel staff need tools to help them meet these high expectations. IP telephony overcomes these challenges by providing features such as unified messaging and single number to contact, both of which Strand Palace wanted to implement. The hotel faced significant infrastructure challenges when it came to installing the new system due to legacy cabling, the age of the building and its listed status. They needed a transition from digital admin extensions to IP extensions, retain the existing guest bedroom handsets, introduce Unified Communications and SIP trunking for their incoming and outgoing calls.

Despite considering various vendors and telephony solutions, Strand Palace chose to continue their relationship with Arrow.

The Solution

Arrow replaced both systems with a single Mitel MiVoice Business system and MiContact Centre Business plus a Red Box call recording solution. Not only does the Mitel system integrate fully with Strand Palace’s Opera Front of House Platform, Arrow also installed and integrated some of Mitel’s Connected Guest Hospitality Suite Applications.

Superior Arrow Services

“Our guests have high expectations and it was essential that we meet those expectations,” explains Benjamin Chapman, Director Of Revenue at Strand Palace. “We have found Arrow to be very flexible. During the installation of the Mitel telephony solution Arrow’s engineers reacted quickly to any issues and solved them without delay, hence keeping the business disruption to a minimum during system changeover.”

Strand Palace was also impressed with Mitel’s 30 plus years of hospitality-specific communications solutions and with its Hospitality Specialist Program for channel partners. By following rigorous requirements, and demonstrating technical expertise and a commitment to deploying Mitel hospitality communications solutions, Arrow, a Mitel Hospitality Partner, has become an expert in delivering communications solutions for the hospitality industry.

Benjamin Chapman also emphasises the need for hospitality-specific knowledge. “One of the core benefits of adopting the Mitel Hospitality Solution through Arrow is that we can actually plug it into our networks and have the confidence that Mitel already knows what the hospitality marketplace needs. The installation was not straight-forward and there were a number of special requirements within our hotel. Arrow had the knowledge and expertise to deliver.”