China's Dragon Hotel Delivers Guest Service Excellence with Avaya Solutions

15 Feb 2011
BEIJING – Avaya, a global leader in enterprise communications systems, software and services, announced today that The Dragon Hangzhou, a luxury hotel in the Zhejiang Province of China, has adopted Avaya’s unified communications solutions to help provide a first-rate guest experience and improve staff productivity. The newly completed Dragon is equipped with first rate facilities and state of art of IT and communications technologies, and the hotel is dedicated to providing a level of service that raises the bar for luxury properties in the region. 
Competition in the hospitality industry of Hangzhou, a famous scenic city of China, has become fierce in recent years. Dragon Hotel, built in 1998, decided to migrate its existing communications system to an IP platform in order to enable rich and innovative services, and at the same time enhance internal collaboration. 
Hotel guests first notice the Avaya 9640G IP telephones, together with smart handsets, installed in all of the 598 rooms of the hotel. With the Extension-to-Cellular application from Avaya, guests can receive calls into their rooms from the handsets, so that they won't miss any calls even when roaming around in the hotel. They can also make local calls using the handsets to save on the long distance call expenses and roaming charges for international visitors.
Using the built-in conferencing capabilities of Avaya solutions, the hotel also offers free 'meet-me' conferencing services to guests. A guest can easily set up a conference call of up to six parties using the bridge number and password provided by the hotel. This service is especially popular with business travelers, who may need to set up multi-party discussions at short notice to help secure a deal. 
"Providing a wonderful guest experience is critical for hotels, and the new system from Avaya has provided us with a platform to deliver rich and creative services. This is helping The Dragon, Hangzhou drive customer service to new levels and stand out from the crowd," said Eric Du, the general manager of The Dragon, Hangzhou. "With Avaya solutions such as one-X™ Mobile, we are able to harness our collaboration, which in the end will also enhance our customer service capability."
Avaya one-X™ Mobile provides extension-to-cellular features to staff from administration, engineering, floor service and security functions. They can be easily reached when moving around in the hotel, and can contact each other by dialing extensions from their handsets. This solution has made communications and collaboration much more effective, and enabled fast response to customer service requests and emergencies.
"The highly competitive hospitality industry in China is driving more and more hotels to deploy the latest communications technologies to help them become more intelligent and agile,“ said John Wang, managing director of Avaya Greater China. “The innovative services that Dragon Hotel is now offering are helping to ensure guests remember their stay for all the right reasons – which will only result in more return visits and higher occupancy rates. When staff productivity gains are added to the equation, Dragon Hotel’s technology investment makes perfect sense," he added.
The solution deployed includes Avaya 8730 Media Server, Avaya G650 Media Gateway, Avaya 9640G IP Telephones, Avaya 2410 and 2420 digital phones, as well Avaya one-X™ Mobile. 
About Dragon Hotel
Situated in the junction of Hangzhou's financial, business and cultural centers, The Dragon, Hangzhou is the world's first smart hotel that comes with an all-encompassing high-tech intelligent system. The new structure contains 598 rooms together with lady's and celebrity floors. There are 500 underground parking places, 4,500 meters of banquet venue space and it boasts the world's first intelligent meeting management system, which automatically analyzes incoming data; simultaneous interpretation service to support international conference; satellite backup to ensure perfect transmission of visual and audio data. An indoor heated swimming pool is offered, as well as the latest fitness equipments, a professional yoga trainer, and a fitness trainer. The newly completed Dragon is a full scope, comprehensive facility with the most complete lineup of equipment, the newest functions, and the best service that a luxurious hotel could offer in Zhejiang Province. The modern, luxurious and relaxing hotel sits on a 110, 000 sq. m provides hotel guests with an inspirational setting to rest and revitalize. Within close proximity to the Zhejiang World Trade Convention and Exhibition Center, offices of multi-national corporations and government authorities, The Dragon, Hangzhou is minutes away from the hustle and bustle of the city centre – an ideal geographical location for business and leisure travelers. For more information please visit
About Avaya
Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, data solutions, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit
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Michael Miao, Media Relations


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