Case Study: The Peninsula Hotels achieves faster guest response and increased staff efficiency with Spok Messenger (Spok)

The Peninsula Hotels - Customer Case Study

The Peninsula Hotels, a luxury hospitality group with properties in major cities worldwide, sought to raise its guest-service standards by improving behind-the-scenes staff communication. The challenge was to deliver faster, more personalized service — from VIP notifications to quicker room turnarounds and coordinated housekeeping — by enhancing on-site and off-site messaging and integrating alerts with existing hotel systems.

The group implemented Spok Messenger at its Bangkok property, integrating it with the property management system to automate alerts for check-outs, VIP arrivals, valet calls, shoe-shine boxes and service requests. The solution sped response times, increased staff efficiency, enabled better process measurement and management, boosted guest satisfaction, and was subsequently rolled out to additional Peninsula locations.

The Peninsula Hotels

Desmond Wong

Operational Systems Manager - HSH Information Technology Manager