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Siemens HiPath Hospitality Service Center: Guest Satisfaction via Guest Phone


Munich, Jul 14, 2006, Version 2.0 of the hotel application “HiPath Hospitality Service Center” from Siemens is now on the market. It comes in three configuration levels: Compact, Business and Professional. With this communication solution, specially tailored to meet the needs of the hospitality sector, hoteliers can manage and control their day-to-day work processes more efficiently via a web-based switching system. It specifically integrates procedures that significantly enhance guest satisfaction. The key components of the solution are service tracking for automotive forwarding, controlling and carrying out of service requests and – for small-scale establishments – simple reception functions such as room reservation and billing. Via the automated Management Information System targeted measures to improve guest satisfaction levels may be introduced. Interfaces for integrating external systems are available to ensure seamless interoperation with already existing software.

HiPath Hospitality Service Center offers hotels of all sizes features for the most important work processes specific to the hospitality sector: All incoming calls are taken via the web-based switching center and can be forwarded directly to hotel guests and staff. Guest-specific information such as the need for wake-up calls or notification of voicemail messages, are entered at check-in.

It is also used to record, assign and monitor service requests. Guests can submit their wishes to the service center from the phone in their room. The orders are then passed on to the service personnel and completion is monitored automatically. For every service order, such as a request for new towels, an entry is opened. The service staff receives the order in the form of a text message via a mobile device, e.g. a DECT telephone, a PDA or a mobile phone. The service staff member accepts the order, carries it out, and confirms completion by pressing a button. The system then recognizes that the “service loop” is closed and registers the staff member as available again.

Service tracking ensures that all service actions are recorded centrally, and that the individual steps are logged and analyzed in the reporting system (Management Information System). This enables intelligent reports to be produced, for example about the work load of personnel, the times when most service requests occur, and other useful data. On the basis of this information it is possible to improve resource planning and internal control tools, as well as introduce targeted measures to raise guest satisfaction levels.

The Compact, Business and Professional configuration levels that are now available for the HiPath Hospitality Service Center give hotels of all sizes – from the small, individual family business to hotel chains operating internationally – the right system to boost the efficiency of their service procedures and other workflows. This means the new Siemens solution can make a crucial contribution to the important factor of guest loyalty.

An ideal supplement to the Siemens hotel application is the “Profiset 3005 Hotel”. This new telephone for the hotel guest room has just been launched on the market. It offers an excellent price/performance ratio and comes with special features for the hospitality industry. With the “Profiset 3005 Hotel” the guest can submit each request to the service center at the touch of a single button. Incoming messages are signaled on the phone. There is even an integrated analog data port that allows the guest to phone and surf the Internet at the same time.

HiPath is the Enterprise Convergence Architecture from Siemens. A comprehensive solution and service portfolio enables companies to further expand their existing voice and data infrastructures, safeguard their existing capital investment, and implement second generation IP (2gIP) applications. 2gIP applications optimize company processes and lead to a sustained improvement in productivity for the corporation. Thanks to the continuous further development of its products and software, Siemens Communications is an innovation leader on the path to a seamless integration of realtime communication in the IT world. According to analysts, HiPath has ensured that Siemens is the world’s number one supplier of VoIP connections. With a market share of 38.6%. Siemens aims to further expand this position. Over 70% of the Fortune 500 corporations have selected a HiPath solution. Customers include BMW, DaimlerChrysler, Deutsche Bank, Ford, IBM, Kodak, SAP, BP and Volvo.

Additional information about HiPath is available at

Siemens Communications
The Siemens Communications Group is one of the largest players in the global telecommunications industry. The company offers a full-line portfolio of innovative solutions for voice and data communication. Its comprehensive offerings range from devices right through to complex network infrastructures and services for wireless, fixed and enterprise networks. It is the largest Group within the Siemens organization and operates in more than 160 countries around the world. In fiscal 2005 (September 30), its 54,500-strong workforce posted sales of over 13 billion euros.

More about Siemens Communications at

Information Number: COM 2006 EN 07.06 e


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