Who Are QHotels?
QHotels have 27 beautiful 4 & 5 star Hotels, Conference Venues and Resorts throughout the UK, having been named AA Hotel Group of the Year 2014-15 and the No.1 UK Hotel Chain from Which?
David Kelly, IT Director at QHotels:
… I thought I should drop you a line to say how impressed I am with the team of engineers that are assisting us with the roll out … without a shadow of a doubt, had we engaged ‘standard’ engineers we would have struggled to complete this project within the time constraints put upon us … As a company you have obviously decided that recruitment based on a ‘can do’ attitude is as important as the IT skills of a particular engineer and for this you should be commended …
Why CMS Group Partnership?
CMS Group were selected to help QHotels manage their rapidly growing IT requirements for a selected number of Hotels within the group. As QHotels already have a technically strong team of Engineers, CMS Group were able to embrace their team and establish a close working relationship to ensure that all resource is managed to its full potential. By enabling QHotels Engineers to focus on designated jobs without disturbance, CMS Group’s Service Desk became the single point of contact and ownership, for all issues including 3rd parties. This enabled management to focus on the bigger picture having confidence that CMS facilitates IT to help drive the business forward.
CMS Group Provides…
CMS Group provide a Service Desk to a selected number of Hotels within the Group, providing support seven days per week, 06:00 – 22:00. This enables a single point of contact for all IT jobs from remote support, to engineers on site and all 3rd party application communications. However QHotels on site Engineers act as an on-site resource, this means that CMS picks up, logs and remotely fix the majority of calls, but when an on-site engineer is required, CMS liaise with QHotels on-site Engineers to provide seamless communication and fix. A portal is provided allowing both parties full visibility of the job lifecycle, delivering peace of mind so that no job is lost in transition.
CMS Group manages QHotels 3rd party application communications (Micros, etc.). As CMS Group have over 20 year’s experience in providing specialised IT support to the hospitality industry, CMS have formed extensive relationships with the major application vendors ensuring there are no gaps in Service Levels or Knowledge in supporting these.
CMS Group provide complete statistics on support, accessible anytime via a web portal such as:
- Average time to answer
- Average time to fix
- Route cause analysis
- 3rd Party Performance against their Contractual SLA’s