Case Study: InterContinental Mark Hopkins achieves faster, quieter guest service through hands-free wireless staff communication with Stryker

Hands-Free Wireless Voice Solution Helps Hotel Staff Better Perform Guest Services

The InterContinental Mark Hopkins in San Francisco, a luxury hotel, faced a communication problem after issuing pagers and walkie-talkies during a property upgrade: devices were incompatible, noisy, inefficient and not hands-free, so staff couldn’t reliably reach each other and guest service fell short while the hotel sought to maintain a tranquil atmosphere.

The hotel deployed the Vocera hands-free wireless voice badge—integrated with the PBX and offering one-to-one and one-to-many push-to-talk—after upgrading to a smart Ruckus wireless network for full voice coverage. With 148 active users, Vocera sped request handling, improved coordination between front desk, bellmen, housekeeping and engineering, reduced noise, boosted staff performance and guest satisfaction, and is being expanded to more departments.

InterContinental Mark Hopkins

Robert Cantrell

IT Director