Case Study: Pan Pacific Hotels Group achieves reduced costs and improved guest satisfaction with Avaya Unified Communications

Pan Pacific Hotels Group Significantly Reduces Costs, Improves Guest Satisfaction

Pan Pacific Hotels Group, a Singapore-based subsidiary of UOL Group operating 30+ hotels and 10,000+ rooms under the Pan Pacific and PARKROYAL brands, faced rising operational and real estate costs while renovating Pan Pacific Singapore and opening PARKROYAL on Pickering. The group needed to modernize in-room communications, boost staff mobility and productivity, enable one-touch guest service requests, reduce equipment and maintenance overhead, and avoid leasing additional office space by supporting hot desking.

Pan Pacific deployed an Avaya converged IP telephony and unified communications solution—IP deskphones across guest rooms and back offices, mobile device integration, and Avaya contact-center and workforce-optimization tools. The rollout cut deployment costs by about 20%, reduced employee mobile handsets dramatically (from ~160 to ~25 at one hotel) and back-office phones by half, sped up in-room service completion 3–4×, and lowered customer service costs by ~80%. Staff mobility, contact-center visibility and overall guest satisfaction all improved while IT maintenance and real estate needs were reduced.

Pan Pacific Hotels Group

Tsi Lip Siong

Vice President of Information Technology