Grand Wailea ResortReal Talk With Hospitality, Travel and Leisure

The Challenge “IT was always fi xing printers and ordering maintenance kits and troubleshooting, which meant we weren’t spending time on computers and other projects. And our print costs were becoming so expensive.”

The Solution“Xerox is managing our printers so that we can focus on more important things, like keeping our systems running to provide exceptional service to our guests. With Xerox, we cut printer downtime by at least 75 percent and reduced our toner and shipping costs. We’re saving money.”

Real Results• Enabled the hotel’s IT staff to keep

systems running smoothly for guests, rather than spend time fi xing printers

• Decreased toner costs

• Reduced printer downtime by approximately 75 percent

• United existing multi-vendor printers into a centralized network managed by Xerox

• Avoided Hawaii’s extraordinarily steep shipping costs

“The IT department was constantly fi xing printers. Now Xerox manages printers for us and we can focus on enhancing our guest experience.”—Triscia Uehara, IT Manager, Grand Wailea Resort

“When our printers don’t work, it slows down the service we provide to our guests; with Xerox managing our printers, we can focus on our real business, which is guest service.”—Triscia Uehara, IT Manager, Grand Wailea Resort

Wave of Savings for Hawaii’s Grand Wailea Resort The Grand Wailea Family Resort in Maui prides itself on outstanding guest service. With 780 rooms and attractions that include a water park, the resort is committed to treating everyone like “ohana,” the Hawaiian wordfor “family.”

Grand Wailea’s IT department makes sure the family fun never stops by keeping the resort’s computer systems running smoothly. But IT was spending too much time —and money—on maintaining printers. So they turned to Xerox Managed Print Services (MPS) for help.

Uniting the Islands of Printers“We’re only a staff of four and we manage over 300 computers, almost 800 guest rooms and all the telephones,” says Triscia Uehara, the resort’s IT manager.

What made Uehara’s job more diffi cult was a fl eet of printers that weren’t networked. Like Hawaii itself, each printer was an island, with its own support issues.

“Before Xerox, printers would be down and we’d have to order a part or a maintenance kit without really knowing if it was needed because we’re not printer specialists,” says Uehara. “There was at least a two-week downtime while we waited for the part and then resolved the issue.”

Today, the majority of the resort’s 90 printers are integrated into a centralized network managed by Xerox. If there’s a problem, Xerox knows immediately and can address it.

“Downtime is down by at least 75 percent.”

“My advice to other companies is to get your printers on the network,” Uehara adds. “It’s defi nitely a savings for us and a lot less of a headache.”

Turning the Tide on Shipping CostsWhile productivity has “defi nitely improved,” another major benefi t of MPS has been fi nancial. A hotel’s expenses tend to be high across the board, so Grand Wailea was looking everywhere for savings.

“We’re saving thousands on toner and maintenance. And our printers are cost-per-click, which is great. If we don’t use it, we don’t pay for it.”The resort pays only for what it uses, motivating Uehara to replace the remaining non-networked printers:

“Because of the savings, it’s cheaper for us to purchase a new device and add it to the network than it is to continue using an existing, non-networked printer.”

The hotel is also saving on toner and maintenance kits, purchasing just what’s needed—and at a lower price. The greatest advantage? Grand Wailea’s reduced shipping costs:

“Shipping is a big expense in Hawaii. For us to ship anything to Hawaii, we’re paying half, if not 75 percent, of the cost of the item. We no longer have that high cost. It’s a huge savings.”Making Guest Service a (Tropical) Breeze“The support Xerox gives IT is huge. Everything is easier and more effi cient. And they’re constantly checking to make sure we’re okay or asking, ‘Is there anything we can improve on?’

“They’re more than a vendor. They’re family. Here in Hawaii, family is everything and Xerox is family we can count on.”

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