Proactive Network Guardian for Hotel Networks

Hotelinking has developed a systematic and organized approach to take control of the network infrastructure for each hotel property, ensuring minimal disruption to existing services and a seamless transition. Here’s how we do it:

1. Gradual and Tailored Transition:
   Hotelinking begins by assessing the current network infrastructure and identifying key scenarios. If access credentials for the existing network are available, we can assume control directly, managing devices like routers, switches, and access points (APs). This allows for comprehensive control and monitoring from the start.
   In cases where access credentials are missing, or information about the network is incomplete, we take a gradual approach. Alternative strategies are employed to gain control over network devices, ensuring the process is thorough and secure.
2. Router Control:
   The first step in transitioning the network is gaining access to the router. Depending on the situation, Hotelinking may:
   • Install a Client Router: This temporary measure allows us to analyze the network and collect critical information from outside the existing infrastructure.
   • Replace the Router: If feasible, the existing router is replaced with a new one that provides full control over the network.
   • Perform a Physical Reset: If replacing the router is not possible, we reset it to factory settings and reconfigure it according to the hotel’s requirements.
   • Switch and Access Point Control:
     Once router control is established, the focus shifts to switches and access points. If necessary, these devices are reset to their default settings. In cases where resetting is not viable, we replace the devices with standard equipment that ensures proper functionality and control.
3. Standard Equipment Availability:
   To maintain continuity during the transition, Hotelinking keeps a stock of standard devices, such as routers, switches, and APs. This ensures that any faulty or non-resettable hardware can be replaced promptly, minimizing downtime.
4. Leveraging Duplicated Infrastructure:
   In properties with duplicated infrastructure, Hotelinking uses this as an advantage to transition gradually to a unified setup. This parallel operation ensures that services remain uninterrupted during the process.
5. Configuration and Monitoring Setup:
   Hotelinking configures and prepares its monitoring tools without affecting the existing network. This includes establishing secure connections, defining monitoring parameters, and conducting extensive testing to ensure proper functionality.
6. Logical Planning Based on Hotel Size:
   A logical rollout plan is created based on the number of rooms in each property. Critical properties are prioritized for faster implementation, ensuring optimal service delivery across the group.
7. Ongoing Monitoring and Adjustments:
   Once the transition is complete, Hotelinking continuously monitors the network to ensure smooth operations. Adjustments are made as needed to address any issues and maintain optimal performance.
8. Future-Proofing the Network:
   Hotelinking uses technologies that allow for future migrations to other providers, ensuring operational continuity and interoperability with different systems.

By following this structured approach, Hotelinking ensures a seamless transition to its network operations services, enhancing performance and reliability for each property while maintaining transparency and minimizing disruptions.

The service and relationship between Hotelinking and the hotel group are built on a robust governance model designed to ensure seamless, efficient, and transparent network monitoring and management. Here’s an overview of how it works:

1. Service Relationship and Responsibilities

Hotelinking, as the service provider, assumes full responsibility for providing the necessary expertise and resources to monitor and manage the hotel group’s network infrastructure. This relationship is formalized through a service agreement, clearly outlining the roles, responsibilities, and expectations of both parties.

2. Dedicated Point of Contact for Coordination

To facilitate smooth communication and efficient operations, Hotelinking assigns a dedicated manager who acts as the primary liaison between both teams. This manager is responsible for:

• Coordinating tasks and schedules.
• Gathering client requirements.
• Ensuring compliance with Service Level Agreements (SLAs).
• Providing updates and addressing any queries.

3. Notification of Changes and Improvements

Hotelinking and the hotel group maintain a collaborative approach to network changes or enhancements:

• Hotel Group Responsibilities: Notify Hotelinking in advance of planned network modifications or updates.
• Hotelinking Responsibilities: Proactively identify opportunities for improvement or necessary updates and communicate these recommendations to the client for approval before implementation.

4. Request and Task Tracking System

Hotelinking uses a dedicated platform to manage and track client requests and requirements. This platform allows:

• The submission of requests from both parties.
• Clear and detailed communication about tasks or issues.
• Ongoing tracking of request statuses, ensuring transparency in resolution timelines.

5. Regular Updates and Resolution Reporting

Hotelinking provides the client with regular updates regarding:

• Network performance and health.
• Incidents that occurred and how they were resolved.
• Improvements made to the network.

These updates can be shared through periodic reports, follow-up meetings, or via dashboards on the tracking platform. Additionally, Hotelinking documents and shares detailed resolutions of incidents to keep the client informed and promote continuous learning.

6. Advisory and Consultation Services

Hotelinking’s expert team offers advisory support tailored to the hotel group’s specific network needs, including:

• Recommending improvements.
• Sharing industry best practices.
• Helping the client make informed decisions to optimize network performance and security.
• Staying updated with the latest technology trends to deliver high-quality advice.

7. Training for Technical Teams

Hotelinking emphasizes empowering the hotel group’s technical team by providing training and tools to manage first-line maintenance tasks effectively. This includes:

• Training in foundational network knowledge.
• Hands-on guidance for using tools like WiFiBot to address and resolve network issues proactively.
• Ensuring the technical team is equipped to handle day-to-day network challenges with confidence.

8. Future-Proofing the Network

Hotelinking ensures the technologies and methodologies used during service implementation allow for future flexibility. This means:

• The infrastructure can easily integrate with new technologies.
• Seamless migration to other providers if necessary, ensuring operational continuity and interoperability with other systems.

By fostering a collaborative and transparent relationship, Hotelinking ensures the hotel group’s network infrastructure operates efficiently and reliably while promoting continuous improvement and long-term value.

Issues requiring physical intervention, such as replacing an Access Point (AP) in a specific room, are addressed through a collaborative approach between Hotelinking’s certified engineering team and on-site maintenance staff at the property. Here’s how these situations are resolved:

1. Remote Guidance with On-Site Maintenance Staff:
   • Most physical tasks, including replacing an AP, repairing switches, or addressing cabling issues, can be resolved with the support of the property’s maintenance staff.
   • Hotelinking’s engineering team provides step-by-step guidance remotely, ensuring the on-site team can perform the necessary tasks effectively.
   • This collaborative approach minimizes disruptions and allows for swift resolution without requiring a physical visit from external engineers.
     
2. Proactive Identification of Network Needs:
   • WiFiBot proactively identifies blind spots, weak signal areas, or hardware failures that may require additional hardware, such as antennas or APs, to improve network coverage.
   • Hotelinking’s engineering team works closely with the property to implement these solutions, again leveraging the local maintenance staff for installation and adjustments under expert guidance.
     
3. Exceptional Cases Requiring Expert Intervention:
   • For rare and complex issues that cannot be resolved remotely or with on-site assistance, Hotelinking may deploy a certified engineer to the property.
   • Alternatively, a local expert can be hired to perform the task, guided by Hotelinking’s engineering team to ensure the work meets the required standards.
4. Efficiency Through Collaboration:
   • By combining the expertise of Hotelinking’s engineering team with the availability of on-site maintenance staff, nearly 90% of physical interventions can be resolved efficiently without delay.
   • This approach reduces downtime and ensures a cost-effective and seamless resolution process.

Hotelinking’s collaborative strategy ensures that even issues requiring physical presence are addressed promptly, maintaining network performance and guest satisfaction across all properties.

Yes, Hotelinking’s Network Operations Center (NOC) can include Service Level Agreements (SLAs) tailored to meet the specific needs of hotel groups. SLAs provide a structured framework for prioritizing incidents, setting response and resolution times, and ensuring that the level of service aligns with the hotel group’s operational goals.

Incident Prioritization and SLA Framework

Hotelinking’s NOC follows a detailed incident prioritization model that ensures efficient handling of all network-related issues. Incidents are classified into three levels, each with corresponding response and resolution times:

Low Priority:

• Description: Inquiries about tool functionality, procedural questions, or tool improvement suggestions. These do not affect the network’s operational performance or security.
• Response Time: <48 hours
• Resolution Time: <72 hours

Medium Priority:

• Description: Incidents that do not cause total service disruption but may slightly impact performance or security.
• Response Time: <24 hours
• Resolution Time: <48 hours

High Priority:

• Description: Critical incidents involving total service disruption or potential security risks.
• Response Time: <12 hours
• Resolution Time: <24 hours

Customizing SLAs

Hotelinking understands that different hotel groups have varying operational demands. SLAs can be fully customized to address specific requirements, such as stricter response times, additional monitoring parameters, or enhanced escalation protocols. These agreements provide reassurance and clarity for IT teams, ensuring service quality and accountability.

Pricing Adjustments Based on SLA Levels

Implementing SLAs requires additional resources, such as increased staffing, specialized expertise, or extended monitoring capabilities. As a result:

• Standard SLAs: Included in most contracts, these ensure reliable service with established response and resolution times for typical incidents.
• Enhanced SLAs: For stricter or highly customized service levels, pricing may need to be adjusted based on the required SLA scope.

Hotelinking is committed to working closely with hotel groups to define SLAs that balance service quality and operational needs, ensuring seamless network management and guest satisfaction. Whether your group requires standard SLAs or enhanced agreements, Hotelinking’s NOC is equipped to deliver.