Latest Technologies deployed at Pan Pacific Seattle for improved Customer Experience

Leveraging the latest technologies to deliver on the hotel’s service promise “Of course, It’s Your Stay”, Pan Pacific Seattle has invested significantly in the hotel-wide implementation of software and hardware solutions that are poised to set new benchmarks in hospitality standards within Pan Pacific Hotels and Resorts. Pan Pacific Seattle is partnering with the group’s preferred technology vendors Avaya, interTouch, and FCS which will provide telephony and communications; wired and wireless broadband; and task management system and call accounting functions respectively. It equips employees with PDA devices supported by FCS Connect, a task management system that allows them to initiate and respond to guest and operational requests on the move.

The move was taken to enhance guest services at the recently opened Pan Pacific Seattle and to bring new definition to the guest experience with the introduction of high technology solutions that enable the delivery of imoroved customer service at every touch-point and guest interaction.

“Pan Pacific Hotels and Resorts continuously seeks customer-centric technologies to enhance the service standards in all the company’s properties and reaffirm our service guarantee. The group has drawn on the latest developments in technology and is currently implementing amenities and services to provide the best in guest service and experience. Our aim is to move from a point-of-sale model to a point-of-service model by placing business applications in the hands of all associates and enabling a more efficient service process, ultimately to the benefit of our guests. We strongly believe that the new technologies enable a non-silo workforce that will improve customer satisfaction and increase productivity,” said Mark Fancourt, Corporate Director of Information Technology, Pan Pacific Hotels and Resorts.

The Pan Pacific Seattle is the first within the group to use PDA devices supported by FCS Connect, a task management system which was developed in collaboration with Pan Pacific Hotels and Resorts. Staff, or associates as the group calls them, are able to be increasingly mobile and can accept and respond to requests as well as create and submit job requests at the point of service, without the need to return to the service counters or desks to do so. This results in a faster response time that should benef guests. The FCS Connect task management system also ensures a smoother integration of front and back-of-house operations by routing guests’ requests to the relevant department to activate the service process. Staff can also send text messages to communicate with  colleagues.

Ease of connectivity for the savvy traveler

Guests and visitors to the Pan Pacific Seattle will be able to enjoy unparalleled ease of free and speedy access to the Internet via wired and wireless broadband connectivity provided by interTouch throughout the entire hotel. Guests will also be able to send print jobs to a designated printer to print their documents and photos from any location in the hotel. Guests who do not require any staff assistance can use the self-managed Business Centre to print documents and access the Internet or for any business activities.

Convenient and faster response time

With Avaya’s telephony and communications technology, guests no longer need to speak to service staff to organise luggage pick-up or valet service. A guest needs only press the appropriate phone buttons to initiate the selected service as the hotel telephony system is fully integrated with the FCS Connect task management system. This “push for service” is expected to shorten guest response time and automatically process guests requests. At the same time, with the new technology platform, the hotel can identify and track the purpose of the calls so that staff can be more efficient in responding to guests’ requests. Avaya’s softphone technology also gives hotel staff the ability to communicate on the move. Their own phone extensions are deployable on their PDAs allowing for constant contact for the convenience of their customers and the operation.

John Stoddard, General Manager of Pan Pacific Seattle said, “The hotel has been designed to provide personalized and individualized service to each and every guest and we have certainly delivered that with the roll out of these latest tech-focused services. In today’s world, embracing technology is key as we strive to create a most pleasant and unforgettable stay for our guests. We will continue to set new service benchmarks in order to continue accommodating our discerning customers with more innovative services.”

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