Starwood Hotel and Resorts Call Center Networking

Key questions should be related to the personnel and the organizational structure, whether local staff to be in the front line “interact with the customer”, positions and titles for local employees and for the international staff.

b) Its use: This technology uses the same telephone line to deliver both the wired voice

The WAN will link all of the site networks together which will in turn boost the network speed and the way employees communicate. The communication aspect of the new network will incorporate a VoIP system and will be managed at one central location. “The great thing about VoIP is that it taps additional value from the already existing infrastructure without additional costs” This will provide the highest quality of phone network will saving on the cost of out phone services.

We can use that service to deliver mails betweeen offices. We can also use services of individuals if they are travelling between offices. Also if we are working in a headoffice and it has several buildings then we can also use the internal service that deliver or trasnport between different buildings.

| provides a dedicated connection from each user to the phone company’s local telephone office

They would only need a microphone, speakers, or a telephone that is VOIP enabled. Even though there are up-front cost involved with the IP phone system, it will reduced the communication and network management cost by 20 to 30 percent. This is a chart example of how VOIP works.

Customers are the backbone of every business which is why building a solid relationship is essential to the success of every business. In order to remain competitive companies must be able to meet the needs and wants of their customers. With new hotels and casinos on the rise in the Caribbean, the hotels and casinos operated under Diamond Cluster Entertainment are struggling to remain competitive. Their competitors are making themselves known via social media and other online marketing strategies. This company is ignoring the importance of social media which is why they are struggling to remain competitive and build a solid relationship with their loyal customers. Their competitors are also investing in loyalty programs that offer customers free rooms, room upgrades, casino credits, and other perks.

Also an analog one-line back up phone should be placed on each desk for maintenance reasons or if for some reason the ACD (automatic all dialer) system goes off line agents can still accept calls. All call center agents will also use a laptop computer with dual monitors to all them to be flexible and have the ability to test wired and wireless issues a customer may have. Each agent will have a unique and secured user account. The only person who should be able to access an agent’s account is that agent. After the implementation of the call centers it is necessary to train the center managers on the systems that will be used in the call center. There will be a 3 day training class offered at a centralized location for the 3 call center managers and the assistant mangers.

PO Snyder played a distinctive role during Sector New York's massive $374K telephone system modernization project. Averting a potentially catastrophic loss of telephony services, PO Snyder assisted with dichipering 20 years of "make it work" Centrex add-ons which consisted of signal tracing 7.5 miles of CAT5e high-speed interconnect cabling. In a single day, PO Snyder logged almost 16 hours assisting with 316 digital phone installations, 376 patch-panel enhancements, and 421 phone line integrity checks. PO Snyder actions vastly improved telecommunication interoperability and multi agency mission execution for the largest field command on the East

All telephone and ISP services for all customers in the building are located in the basement in the main

3.1 What are the role of technology and the role of operations staff in delivering an appropriate level of service for each hotel?

VoIP is a relatively new technology and so the benefits are just beginning to be realized. VoIP technology has the ability to completely change the telephone industry as we know it. Big changes are in store for the way we use telephones and this section will address some of the changes to expect. Obstacles still stand in the way of progression and there are problems that need to be addressed before this technology can take over.

Hilton Hotels, one of the biggest worldwide corporations in the hospitality industry, adopted a Customer Really Matter (CRM) strategy to manage its diverse segments of hotels and to improve customer experience. The cornerstone of the CRM, the custom-built OnQ information system, built profiles of the guests, which could be used by the front desk employees and the reservations center to better serve the customers. The OnQ system did improved efficiency of call center operations, but the way of using it also reduced the flexibility of the customer service in the hotels. It could benefit or harm the service-profit chain depending on the specific situation. A few recommendations were made at the end of the case study to improve the system. In general, Hilton should implement big data analytics and give more control to the customers.

Hospitality Management is a difficult and competitive market, and any lack in customer service can result in defecting customers or the termination of a relationship between a customer and a service provider. In this paper we will look at Hilton a company that has continually ranked amongst the top ranking hotels and continues to improve. Hilton’s customer service ranks as one of the top hospitality providers in the United States. We will look at the history of how Hilton came to be the name brand it is today and some of their process the used to narrow the customer service gaps such as Hilton Honors, the Hiltons Reservation Customer Care, and RESMAX. We will look at how they look at how Hilton manages the customer expectations through the use of employee training and their decreased the customer service gap through employee retention. We will also look as how Hilton co-partnered with Citibank in order to offer its Hilton Honors member additional benefits in order to keep in line with the customer service that the customers have come to expect.

• A hub and spoke network topology where many branch offices rely on connectivity to a centralized hub site for communications to other parts of the organization.