CenturyLink Case Studies CenturyLink Solutions Featuring: Local Ethernet Access and Networking Internet Port Case Study: Waldorf Astoria Hotels & Resorts

	CenturyLink Solutions Featuring: Local Ethernet Access and Networking Internet Port Case Study: Waldorf Astoria Hotels & Resorts CenturyLink

CenturyLink Solutions Featuring: Local Ethernet Access and Networking Internet Port Case Study: Waldorf Astoria Hotels & Resorts

CenturyLink

Technology Category	Networks & Connectivity - Ethernet Networks & Connectivity - WiFi
Applicable Functions	Facility Management
Use Cases	Building Automation & Control Remote Collaboration
Services	System Integration
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - Ethernet

Networks & Connectivity - WiFi

Applicable Functions

Facility Management

Use Cases

Building Automation & Control

Remote Collaboration

Services

System Integration

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 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.

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.

Impact #1	The CenturyLink Wi-Fi solution dramatically improved customer satisfaction, eliminating Wi-Fi service complaints from customers and putting to rest corporate executive concern over the Internet performance issue.
Impact #2	The solution protected the luxury Astoria brand by offering high-performance Wi-Fi access, and protected against market share and room rate losses.
Impact #3	The hotel experienced over eight months of reliable, no-outage service in a rugged, mountain environment, recovering hours formerly devoted to Wi-Fi issues for high-value activities.

Impact #1

The CenturyLink Wi-Fi solution dramatically improved customer satisfaction, eliminating Wi-Fi service complaints from customers and putting to rest corporate executive concern over the Internet performance issue.

Impact #2

The solution protected the luxury Astoria brand by offering high-performance Wi-Fi access, and protected against market share and room rate losses.

Impact #3

The hotel experienced over eight months of reliable, no-outage service in a rugged, mountain environment, recovering hours formerly devoted to Wi-Fi issues for high-value activities.

Benefit #1	Customer satisfaction ratings for 'speed of Internet service' and 'value of Internet service' increased by over 10 points.
Benefit #2	No outages logged in nearly a year of use.

Benefit #1

Customer satisfaction ratings for 'speed of Internet service' and 'value of Internet service' increased by over 10 points.

Benefit #2

No outages logged in nearly a year of use.

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Overview

CenturyLink Solutions Featuring: Local Ethernet Access and Networking Internet Port Case Study: Waldorf Astoria Hotels & Resorts

Operational Impact

Quantitative Benefit