Firmdale Hotels

Flexible communications

for uninterrupted business



Firmdale now enjoys zero call costs, when calling between hotels across the group. An added benefit is also being able to identify the internal caller before answering the call. The new platforms have also reduced the amount of hardware and associated floor space within the comms area of each hotel, which in turn has reduced running costs. Overall, we’re very satisfied with what we have implemented and look forward to future enhancements that fit with what we are achieving at Firmdale.”

Mark Rupert Read, IT Director at Firmdale Hotels

The Background

Award-winning Firmdale Hotels is one of the most innovative and respected boutique hotel operators in the UK. Its six London hotels, as well as one in New York, showcase Firmdale Hotels’ uncompromising approach to quality, commitment to excellence and putting its customers first.

The Challenge

Firmdale Hotels wanted to avoid dependency on its legacy time-division multiplexing (TDM) telephony equipment. The limited functionality of the phone system was holding back the company’s aims and goals of enhancing its guests’ experience. Migrating the Mitel systems to the 3300 IP controller would increase the speed in which the hotels would be able to resolve guests’ queries.

The Solution

Firmdale Hotels deployed a 3300 IP-based system. Since then, all but one of the other hotels have been migrated. Daisy assisted with the development of the SIP integration to the Telecom Eye call logging and voicemail application, which simplified the physical line connection, which in turn reduced running costs. Upgrading the operator consoles for IP versions, as well as rolling out IP phones with cordless handsets.

The Result

There has been a dramatic improvement in efficiency and provided a flexible environment for the front desk/concierge functions. Consoles can be easily move from one location to another with minimum intervention, and a major benefit is the ability to display a guest’s name and room number on to the Ascom DECT handsets.



About Ebi Higson

Ebi Higson is a Marketing Communications Manager at Daisy Group.