Hotel extends CST’s wireless communications to deliver superior guest service in all areas

High Tech Pagers Help Deliver High Service Standards to Rhinefield House Hotel’s Conferences

The Rhinefield House Hotel, beautifully situated within the New Forest, Hampshire, has operated more efficiently for the past 18 months thanks to the Call Systems Technology (CST) Genesis paging system it has been using. So when Rhinefield House management wanted to improve the hotel’s conference service, it asked whether CST offered a solution that could satisfy its demands.

CST recommended its ServiceCall™ buttons coupled with staff paging and, after demonstrating the system’s suitability, installed several ServiceCall buttons into the hotel’s conference suites and syndicate areas.

“The conference call buttons have improved our response times and our efficiency,” says Jonathan Owen, Rhinefield House general manager.

“We are now confident that we can satisfy all our guests needs whenever they need service, including when they want something outside scheduled break times.”

The Rhinefield is a Hand Picked Hotel; its management prides itself on the high level of personal service provided to guests. Managers ensure that team members are always on hand during all conference breaks and syndicate room changeovers, but it is uneconomical to station staff beside each conference or syndicate room at other times. So the management looked for a system that could give guests excellent service whenever they want it, yet enable staff to be productively engaged in other areas when they are not needed.

The system selected was a combination of CST ServiceCall buttons, Genesis paging system and staff pagers.

Customised call buttons, engraved with the Hand Picked logo and the words “For service, please press this button” are now sited in five conference areas. Two Rhinefield conference team members carry CST pagers linked to these buttons. When a button is pressed, it tells the conference staff which location generated the alert so that they can give a rapid response.

The Rhinefield also uses ServiceCall buttons in public spaces and lounges to deliver best possible customer service. For example, a button at reception ensures that new guests can call for prompt assistance with their luggage, even when reception team members are temporarily engaged elsewhere.

“We are very pleased with the system,” says Jonathan Owen. “It has done exactly what we wanted and improved our responsiveness to guests.”

“It saves us time,” says Andrea Ruhs, reception manager. “We can now offer a 24-hour reception service thanks to the call button sited on the front desk. Our night staff can respond to the night service button, even when they are working on the terrace or elsewhere, since they can return to the desk to look after the guest.”

Bruce McNair, operations manager at Call Systems Technology, comments: “The Hand Picked Hotel group operates prestige hotels and aims to give guests unbeatable service. CST’s wireless hospitality communications systems help them meet this objective.”

For details, Freephone Call Systems Technology on 0800 389 5642 or call 020 8381 1338, email the company at solutions@call-systems.com or visit the CST website www.call-systems.com