CenturyLink > 实例探究 > CenturyLink Solutions Featuring: Local Ethernet Access and Networking Internet Port Case Study: Waldorf Astoria Hotels & Resorts

CenturyLink Solutions Featuring: Local Ethernet Access and Networking Internet Port Case Study: Waldorf Astoria Hotels & Resorts

公司规模

Large Corporate

地区

America

国家

United States

产品

CenturyLink Ethernet
CenturyLink Networking Internet Port

技术栈

Wi-Fi
Fiber Optic

实施规模

Enterprise-wide Deployment

影响指标

Customer Satisfaction
Productivity Improvements

技术

网络与连接 - 以太网
网络与连接 - WiFi

适用功能

设施管理

用例

楼宇自动化与控制
远程协作

服务

系统集成

关于客户

Waldorf Astoria Hotels & Resorts is a luxury hospitality brand under Hilton Worldwide, which is a leading hospitality company spanning 10 brands and 3,900 hotels across 90 countries. The Waldorf Astoria brand attracts a guest profile with high expectations beyond gourmet dining and spa experiences. The guests are typically self-made individuals who are younger, expect things faster, and are very tech-savvy. The technology amenities offered by the hotel are some of the most important elements of the luxury experience they expect. The hotel's mountain location in Park City, Utah, offers picturesque vistas and fun activities, but the weather conditions can compromise the telecommunications experience customers demanded.

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挑战

Waldorf Astoria Hotels & Resorts, a luxury hospitality brand under Hilton Worldwide, was facing a significant challenge with its Wi-Fi performance. The hotel's guests, who were largely tech-savvy and had high expectations for the hotel's amenities, were experiencing slow internet speeds. This was particularly problematic for business guests who relied on the internet for conference calls and large file transfers, and vacationers who wanted to upload photos and videos or stream content. The issue was exacerbated during the hotel's busy winter season when occupancy rates were high. The poor Wi-Fi performance led to a drop in customer satisfaction ratings and complaints from customers, which caught the attention of Hilton executives. The hotel's brand, market share, and room rates were at risk.

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解决方案

To address the issue, the General Manager of Waldorf Astoria in Park City, Utah, chose CenturyLink Ethernet and CenturyLink Networking Internet Port solutions from among two competing vendors. CenturyLink project managers oversaw the permitting, construction, and deployment of the 50 Mbps fiber circuit to the hotel's mountain location. The Local Ethernet Access service was provisioned with 50 Mbps of capacity and configured to provide Internet Port services as well as Wi-Fi access. The CenturyLink team worked with local municipalities to get all the permits and construction approvals. When the new service had difficulty communicating with Hilton’s internal system, CenturyLink resolved the problem within 24 hours.

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运营影响

The CenturyLink Wi-Fi solution dramatically improved customer satisfaction, eliminating Wi-Fi service complaints from customers and putting to rest corporate executive concern over the Internet performance issue.
The solution protected the luxury Astoria brand by offering high-performance Wi-Fi access, and protected against market share and room rate losses.
The hotel experienced over eight months of reliable, no-outage service in a rugged, mountain environment, recovering hours formerly devoted to Wi-Fi issues for high-value activities.
The high-performance Wi-Fi enabled employees to complete tasks during meetings, increasing employee productivity.
The broadband connection enabled video conferencing to replace some face-to-face meetings, lowering costs to recruit and interview prospective employees.

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数量效益

Customer satisfaction ratings for 'speed of Internet service' and 'value of Internet service' increased by over 10 points.
No outages logged in nearly a year of use.

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