Dunn Hospitality Group.

In the hospitality industry, customer service is everything. Dunn Hospitality Group turned to its longtime partner, Matrix Integration, to recommend and install a phone communication system to meet the high standards of today’s travelers.

The Problem

Dunn Hospitality Group manages and develops hotels in the Midwest. Its newest property, a combination Hyatt Place-Hyatt House in Fishers, Indiana, needed a sophisticated voice communication system that would serve the needs of both guests and employees.

Matrix Integration had been working with Dunn Hospitality Group for more than 30 years. And although Dunn Hospitality Group felt that they should compare vendors for this project, ultimately the company’s trust and history with Matrix Integration were the deciding factors in hiring the company to design and implement a telecommunications plan.

The Solution

The planning began with several consulting sessions to confirm the scope of the project and ensure that all Hyatt standards would be met. Based on those conversations, Matrix Integration recommended the Mitel MiVoice Business Hospitality Solution. During installation, they customized the system specifically for the dual-brand property, which included adding advanced front-desk functionality as well as integration into both the Hyatt Place and Hyatt House Property Management System(s). Matrix Integration also configured the system and provided training to allow Dunn Hospitality to operate and manage the system effectively.

The Result

Now that the Hyatt Place-Hyatt House is up and operating, guests and employees are enjoying a communication system that is working smoothly and has been easy to operate and maintain. The Mitel MiVoice Business solution is providing the following:

  • Increased integration boosted productivity and reduced the amount of management needed
  • Improved cost efficiency and Total Cost of Ownership
  • More reliable system enhanced customer experience

As Dunn Hospitality Group’s latest property in the Indianapolis area, the company is thrilled to have a flagship property in Fishers where everything – from the décor to guest services to the telecommunications system – provides visitors with a world-class experience.

Matrix Integration got us a seasoned professional to step right in and provide what we needed. I’ve realized there’s no 100% foolproof way to prevent attacks, so our best defense is an offense. Now we have a much more robust disaster recovery plan that allows us to detect and ensure full recovery within minutes, not hours.”

Jacob Pendleton

Executive Vice President/VP of Development, Dunn Hospitality Group

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