Mitel Guest Experience Station
Providing the right tools at the right time.
Mitel holds a dominant position when it comes to phone systems in the hospitality industry. In 2016/17, Mitel released a whole new suite of high-end desk phones. The team took this as an opportunity to innovate in the industry.
The core concept behind the GES software is that when a guest calls the main desk (or wherever there may be one of these phones), we will have pre-populated information about that guest, including any wake-up calls they have requested, any restrictions in place, open tickets, etc.
While the concept may seem simple it's not a feature you'll find prevalent in the industry. Mitel holds a unique position, as the communication layer, where we are in a position to talk with many different onsite systems allowing us to access the right information at the right time.
The name of the game is speed
We set off to really sit down and observe hotel staff in their day-to-day positions. By job shadowing employees we were able to gain valuable insight in to how the approach certain challenges.
We wanted to offload the dependancy on taking the attendants attention away from the phone in order to be able to look up and manage guest information via a computer. This became one of the key metrics to work against, we had actual timed goals and number of clicks/taps to work towards.
Trials have begun for this product and the feedback has been very positive. We've been able to measure against our metrics, we've reduced time to access to information and leveraged our trial users for insight in to further features.