Hospitality MOTOTRBO, Case Study

Case study header

Case study header • Case study header • Case study header

Luxury resort keeps staff talking and

guests happy
Providing guests with superior customer service, while
reducing operational cost and improving staff efficiency,
requires employees who work together as a team. Simply
put, excellent customer service requires excellent staff
communications.

Situation
Communication roadblocks decreased staff efficiency Products

From the deep blue waters of the Pacific Ocean to the towering majesty of • MOTOTRBO™ XPR6500
portable radios
Haleakala, Maui has long been a dream vacation destination. Offering luxury
accommodations located on 40 acres, the resort’s many restaurants, swimming • MOTOTRBO™ XPR8300
pools, spa, and golf courses offer visitors staying in one of the more than 700 repeaters
guest rooms and suites endless choices for the vacation of a lifetime. Benefits
• Greater range
In addition to the resort, accommodations are also offered at its luxury vacation
condominiums situated on 20 acres adjacent to the main property. The condo • Improved audio clarity
property features 120 two-story villas in 20 buildings with attached garages, • Longer talk time
private elevators, and exclusive services along with full access to the resort’s • Rapid return on
amenities. investment
Looking for resolution to coverage problems
In January of 2009, the resort’s director of operations spoke with a Motorola
Channel Partner to discuss challenges they were experiencing with their existing
radio system, including coverage problems. Their current radio system did not
have the power to communicate across the two properties and there were dead
spots that created unreliable communications inside some of the buildings. The
audio clarity also wasn’t as good as expected.
Any of those issues can cause decreased staff productivity, delayed response,
and the potential for unhappy guests but through the discussion with the resort’s
director, the channel partner learned that the ongoing operational cost of their
existing solution was also a problem. Service fees were costing the resort up to
$120,000 a year.

1 CASE STUDY: Hospitality MOTOTRBO

Rapid return on investment
In today’s economy, cutting
operational costs are critical
and the MOTOTRBO radios
provide rapid return on
investment. The resort
estimates that by eliminating
the annual service fees from
its previous communications
system, the new radios
will provide a return on
investment within the first
two and a half years.
Solution
Communicate farther, hear better
The Motorola Channel Partner proposed the
MOTOTRBO™ Professional Two-way Radio System.
With digital technology, MOTOTRBO would enable
the resort’s employees to communicate across
greater distances, delivering clear voice and data
communications with virtually no audio loss wherever
they are on the resort.
The MOTOTRBO Professional Digital Two-way Radio
System would allow the resort’s staff to reliably
share information, ensuring that guest requests were
handled more quickly, efficiently and with greater
accountability. With the radios’ text messaging
capability, employees can communicate with one
another without disturbing guests and can operate
the radios hands-free to allow them to focus on the
job at hand, not the radios.
The radios also provide twice the calling capacity
of analog radios because the repeaters (which
can operate in analog or digital mode) support two
simultaneous voice or data paths in digital mode. As
a result, twice as many employees can communicate
at the same time, further increasing operational
efficiency.
Recognizing the value of the MOTOTRBO system,
the director of operations approved the solution and
the local Motorola Channel Partner installed the new
communications system, using the resort’s existing
antenna configuration already installed throughout
the buildings. This re-use helped reduce costs even
further on an already cost-effective solution.
2 CASE STUDY: Hospitality MOTOTRBO
Customized applications that increase
productivity
The integrated voice and data capability further
increases staff productivity by supporting
applications, such as text messaging and location
services. Text messaging enables discrete
communications, allowing employees to hear and
respond to requests from the front desk without
disturbing guests. GPS capability can provide
location coordinates of radio users, allowing
supervisors to send the closest employee, further
enabling more rapid response.
MOTOTRBO is also uniquely capable of easily
developing customized applications, such as work
ticket flow.
The Motorola Channel Partner worked closely
with Synergy MMS (provider of Maintenance
Management Systems) to develop an application for
the MOTOTRBO radios that would help the resort’s
engineering staff handle and manage work ticket
requests.
For example, if Housekeeping finds a broken
fixture in one of the guest rooms, they can radio
Engineering to report the problem. Using the
MOTOTRBO radio’s data capability, the engineering
supervisor can open a ticket and assign it to a
staff member who verifies receipt. The application
directs the flow of activity by monitoring the open
ticket, enabling the supervisor to ensure the job is
finished within the required time. When the repair is
completed, the staff member uses the radio to close
out the ticket, which documents the activity from
start to finish in the computer.
The application helps staff supervisors assign
accountability and provides assurance that the
problem is being taken care of in a timely manner.
Differentiation through flawless customer service
Results
In order to remain competitive, hospitality providers
must provide a way to differentiate in order to
maintain customer loyalty and ensure repeat
business. With a reliable communications system
that facilitates staff collaboration throughout its two
properties, the resort can now provide the flawless
customer service that enables that differentiation.
The resort’s new MOTOTRBO radios provide
numerous advantages, including:
Easy to learn, easy to use
Ease of use is critical in the hospitality industry,
where annual employee turnover can top 50
percent. With large, easy-to-use navigation buttons,
the MOTOTRBO radios provide easy access to
intuitive menu-driven interfaces, making the radios
quick to learn and use for even the most technology-
phobic employees.
Quicker emergency response
With the emergency button located on the top of
the radio, the resort’s staff can quickly alert security
personnel in emergency situations. And with the
radios’ GPS capability, location coordinates of each
radio user allows your staff to dispatch the nearest
to the scene, enabling much quicker response.
3 CASE STUDY: Hospitality MOTOTRBO
• Enhance operational efficiency: The resort’s
staff can quickly and efficiently address
guest requests with a work ticket application
that smoothes the process and ensures
accountability.
• Increased range and coverage: Clear
communications are now possible throughout
the resort’s entire 40 acres, between the two
properties, and even inside the buildings with
no dead spots.
• Clearer audio: Even in the noisiest
environments, such as the kitchen or in
shipping and receiving, the resort’s staff can
hear voice communications clearly due to
MOTOTRBO’s advanced static and noise
cancelling capability and improved audio
quality. Motorola MOTOTRBO XPR
Digital Radios
• Increased calling capacity: For the price of a
single license, the MOTOTRBO radios provide
the resort with twice the calling capacity of
analog radios.
• Tough and reliable: Able to withstand the
kind of usage required for the resort’s busy
staff, the radios can be dropped to the floor or
accidentally dropped in water for short times,
they keep on working. Able to withstand the
kind of usage required for the resort’s busy
staff, the radios meet industry standards for
submersibility in water and durability.
• Longer talk time: MOTOTRBO batteries
keep communications at the ready even when
front desk, housekeeping, and engineering
operations work through extended shifts,
providing 40 per cent longer talk time. Battery
chargers automate battery maintenance and
extend battery life, reducing operational costs.
The Bottom Line
In the hospitality business, providing the best possible customer service to guests must be balanced with
efficiency, productivity, and reduced cost in order to remain competitive. Powerful, scalable and future-
ready, the MOTOTRBO Professional Digital Two-way Radio System is the ideal communications system to
help employees improve response time, increase productivity and efficiency and maintain the highest levels
of excellence.

Motorola, Inc. 1301 E. Algonquin Road Schaumburg, Illinois, 60196, U.S.A.

www.motorola.com/secondnature 1-800-367-2346

MOTOROLA and the Stylized M Logo are registered in the U.S. Patent and Trademark Office. All other product or service names are the property of their respective owners.
© Motorola, Inc. 2009

4 CASE STUDY: Hospitality MOTOTRBO RO-4-2119 08/09