The Cusack Hotel Group

The Cusack Hotel Group, www.cusackhotels.com, consists of four individual hotels located in the heart of the Boyne Valley. Each Hotel possesses a distinct character and blend of facilities and are all situated less than 30 miles from Dublin Airport and 25 minutes from Newgrange Monument.

REQUIREMENTS
In 2006, Cusack Hotels built the four-star Knightsbrook Hotel Spa & Golf Resort and decided that the hotel group needed a complete telecommunications refresh. The requirements of the hotel group now included:

• A Telephone system that could integrate with all hotel sites
• A Telephone system with greater flexibility
• A Telephone system that would improve customer experience without increasing staffing levels
• Reduced telecommunication costs

SOLUTION
ATS decided that an Alcatel Lucent system would best suit these telecommunication requirements.
An Alcatel Lucent Omni PCX Enterprise system was installed by ATS into the largest of the hotels- The Knightsbrook. Among the benefits of the Alcatel Enterprise is the customer greeting application with 24/7 welcome functions, making customer interactions fluid and straightforward. This function is ideal for the main site of such a prestigious hotel group. The mobility of the Alcatel Lucent Enterprise system allows for the same level of functionalities and the same user interface and user rights, regardless of the user’s location, whether in headquarters, in a branch office, or even at home.
Alcatel Lucent Omni PCX Office systems were installed into each of the three other hotels. The benefit of the Alcatel Office lies in its flexibility, allowing for telephone systems to be tailored to the individual needs of each hotel.
The OmniPCX Office has been designed to grow with the needs of the user, allowing for additional features and add-ons when required- perfect for a hotel group.
The installation of the Alcatel Omni PCX Enterprise facilitated the complete integration of telephony between all of the hotels. Each of the hotels are fully integrated with soft brands PMS from 30 rooms to 250 rooms. IP trunking (desk-to-desk dialing) also exists between all sites over a BIP reach network. This enables free calls and routing of calls between all sites, which has reduced the hotel groups call costs significantly. The main site at the Knightsbrook hotel has a call center to screen all possible sales and booking queries. This provides optimum customer service and therefore improves the overall customer experience.
An assessment of The Cusack Hotel Group’s telephone bills was another task that ATS undertook. With such a large volume of calls, the hotel group’s telecommunications costs were one of the easiest ways to make significant savings. From careful analysis of Cusack Hotel’s phone bills, ATS were able to identify key savings that could be made by the Hotel Group switching to ATS voice.  

BENEFITS
• Integration between all hotel sites facilitating easy communication between each of the 4 hotels
• Greater flexibility due to the ability of the Alcatel Lucent Omni PCX Office to be tailored to the individual needs of each hotel.
• Improved customer experience through customer greeting application with 24/7 welcome functions, making customer interactions fluid and straightforward.
• Mobility of the Alcatel Enterprise telephone system allows for the same level of functionalities regardless of the user’s location.
• Reduced telecommunication costs