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Case Study: The Charles Hotel |
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 If you're looking for a unique luxury hotel in Cambridge, Massachusetts, look no further than The Charles Hotel, which offers "unobtrusive service, award-winning restaurants and contemporary décor in a historic yet energetic setting." That setting is Harvard Square, located next to Harvard University, where you'll find a lively mix of restaurants, clubs and cafes.
The Charles Hotel approached MontegoNet because they wanted a high-tech solution to enhance their customer service and improve their ability to deliver guest information. In particular, the hotel wanted to better address the information needs of two groups: walk-in visitors to the hotel's restaurants and conference facilities, along with hotel guests looking for dining and entertainment options.
 After assessing the hotel's needs, MontegoNet designed an intranet-based kiosk network, consisting of 7 kiosks located at various hotel entry points and other high-traffic locations. MontegoNet's designers created a guest information application that allows users to learn more about the hotel's restaurants, bars, jazz club, spa, and meeting facilities, including schedules, maps, menus and more. The kiosk content was designed to be intuitive, eye-catching and consistent with The Charles Hotel's branding.
Once the content was completed, MontegoNet installed an intranet web server to drive the content, and then installed the individual kiosks throughout the hotel. Soon enough, guests were able to quickly find the information they needed thanks to the hotel's new staff of "silent concierges."
MontegoNet enjoyed this project, because it required us to provide a complete kiosk solution, including kiosk hardware, application development, interface design, and installation. More importantly, the kiosks proved to be popular with guests, along with the hotel's management. Here's what The Charles Hotel's Dominique Marty had to say:
"I want you to know that all of us at the Charles Hotel have been very pleased with the outstanding quality of our new kiosk system from MontegoNet. Few people outside the hotel business understand the challenge of communicating constantly changing information to hundreds of guests and visitors to the hotel every day. The MontegoNet system has made it easier for us to get that information to our guests, and our guests to have an intelligent, expedient and interactive experience finding out what they need to know. We are also very pleased with another element of MontegoNet - customer service. In a 24 hour, 365-days-a-year business such as ours, responsive and responsible customer service is essential. Once again, MontegoNet has exceeded our expectations."
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