Mandarin Oriental Hotel Group (MOHG) has entrusted Swisscom Hospitality Services with the remote management of its IT infrastructure at five European locations. As the central network manager, Swisscom optimises the service availability for the core network components within each hotel, covering central, floor and in-room switching, Wi-Fi infrastructure and UPS monitoring. Through its advanced network management tools and its specialised resources, Swisscom guarantees for MOHG some of the strictest service levels practised in the industry today.
"Swisscom offers us a proactive approach to managing critical components, which results in greater service reliability for our guests and allows operations to focus on running the hotel rather than on maintaining the technology," says Paul Missen, vice president technology, EMEA. Over the past year, Swisscom has liaised with Mandarin Oriental’s system providers to define detailed incident recognition and escalation procedures that enable the pro-active monitoring of all active and passive network assets. Today, Swisscom’s Lisbon-based network operations centre monitors all systems 24/7. A dedicated helpline is available for MOHG at all times.
Swisscom is the only party offering enterprise-grade service management tool to the hospitality industry in EMEA today. "Our managed services are a breakthrough for hotel operators," comments Leo Brand, CEO of Swisscom Hospitality Services. "For the first time in the history of the hospitality industry, an independent party can monitor and manage multiple systems one-stop and provide its partner hotels with real-time data about their vendors’ service level (SLA) performance."
Swisscom managed services build on IBM’s Tivoli software, which Swisscom has adapted to serve the specific needs of the hospitality business. Swisscom presently manages the IP networks of Mandarin Oriental Hotel Group in London, Paris, Geneva, Munich and Barcelona.