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CenturyLink Solutions Featuring: Local Ethernet Access and Networking Internet Port Case Study: Waldorf Astoria Hotels & Resorts
Technology Category
- Networks & Connectivity - Ethernet
- Networks & Connectivity - WiFi
Applicable Functions
- Facility Management
Use Cases
- Building Automation & Control
- Remote Collaboration
Services
- System Integration
The Challenge
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.
About The Customer
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.
The Solution
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.
Operational Impact
Quantitative Benefit
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