Case Study

Implementing effective telecoms for a local hotel group in Portsmouth

A Brief History of Royal Maritime Hotel

One of the oldest hotels in Portsmouth, The Royal Maritime Club and Hotel originally opened in 1850 for sailors and mariners who were ’between ships’.

Today, the hotel offers 100 en-suite, comfortable bedrooms and family suites, with a range of leisure facilities, activities and catering for guests.

A famous feature for visitors to Portsmouth, in order to provide the service expected by guests, the hotel runs a complex, multi-department operation behind the scenes.

However, the business relied on a static phone system with over 80 extensions that could transfer calls but was limited in its functionality and Sy-Star was called in to look for ways of improving

Highlighted Issues

Project Overview

The Royal Maritime Hotel & Spa, one of Portsmouth’s most historic establishments, operates a complex multi-departmental system to deliver exceptional guest experiences.

However, their internal communications were reliant on a static phone system with over 80 extensions functional but outdated.

Syn-Star was brought in to modernise the hotel’s telecoms infrastructure, enabling more flexible, secure, and responsive communication across departments.

The goal was to enhance operational efficiency while maintaining discretion and professionalism in front of guests.

Project Scope

Syn-Star’s mission was to replace the rigid, legacy phone system with a dynamic, department-specific mobile solution.

This involved deploying secure mobile handsets, implementing hunt groups for responsive team communication, and tailoring devices to suit the unique needs of each department, from reception to maintenance.

The scope also included improving signal coverage throughout the hotel and enabling hybrid work capabilities for office-based staff.

Improvements Implemented

How the Team Helped

Syn-Star’s technicians began by conducting a detailed analysis of how each department used its existing phone system.

They listened to staff needs from receptionists preferring desk phones to bar staff needing mobility and designed a tailored solution.

The team replaced walkie-talkies with secure mobile phones, improving discretion and reducing disruptions. They also trained staff on using the new system, ensuring a smooth transition and empowering teams to communicate more effectively.

Implementation Timeline

Weeks 1–2 Needs Assessment & Planning

Met with department heads to understand communication workflows and pain points. Mapped out device requirements and network coverage needs.

Weeks 3–4 System Design & Configuration

Tagged and configured mobile handsets, set up hunt groups, and tested signal strength across all areas of the hotel.

Weeks 5–6 Deployment & Training

Rolled out devices to departments, replaced walkie-talkies, and provided hands-on training to ensure staff were confident using the new system.

Challenges & Solutions

Increased Sensitivity

Walkie-talkies lacked privacy and exposed sensitive conversations. We replaced with locked mobile phones on a closed system, ensuring secure, department-specific communication.

Reliability

Dead zones and limited functionality disrupted operations. We utilised the hotel’s wireless infrastructure to ensure full coverage and responsive hunt groups for guaranteed replies.

Third-Party Collaboration

Crackling walkie-talkies led to confusion and miscommunication. We implemented mobile phones allowed direct messaging and calls, reducing noise and improving clarity in task delegation.

Project Outcome

Improved Staff Productivity

Teams now communicate quickly and discreetly, reducing delays and improving service delivery.

Enhanced Guest Experience

No more disruptive walkie-talkie chatter staff can resolve issues quietly and professionally.

Hybrid Work Enabled

Office staff can now work remotely thanks to softphone integration, increasing flexibility and morale.

Scalable Communication

The new telecoms setup is designed to grow with the hotel, supporting future expansion and evolving needs.

Key Takeaways

This project illustrates how modern telecoms can transform internal operations in hospitality.

By replacing outdated systems with secure, mobile-first solutions, Syn-Star empowered the Royal Maritime Hotel to improve team coordination, enhance guest experiences, and prepare for future growth.

The result is a more agile, professional, and connected workforce, ready to meet the demands of a dynamic hotel environment.

Client Quote

“The New Telecoms System Has Been a Game-Changer”

Karen Grandison – Finance Manager

“The new telecoms system has been a game-changer for all of the staff, making communications easier and more reliable, and presenting a more professional approach to customers.

“And on top of that, office-based staff now have the option of hybrid working. It was impossible before because so much of our work was done on physical phonelines, but now it’s much easier to work from home if they need to.”

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Case Study

Implementing effective telecoms for a local hotel group in Portsmouth