From missed calls to seamless collaboration at Steigenberger Icon Wiltcher’s
Client: Steigenberger Icon Wiltcher’s
Segment: Hospitality
Expertise: Telecommunication – Unified Communications
In luxury hospitality, communication is far more than a technical function, it is a direct extension of the guest experience. For the iconic 5 star Steigenberger Icon Wiltcher’s Hotel in Brussels, flawless communication is essential to maintaining its reputation for excellence.
By replacing an ageing telephony system with the Wildix Unified Communications solution, implemented by Axians, the hotel modernized its operations without disrupting daily activity, while significantly improving efficiency, responsiveness and service quality.
The challenge: upgrading a palace without disturbing guests
Part of the prestigious H World group, Steigenberger Icon Wiltcher’s holds the exclusive Icon status, reserved for a select group of elite 5‑star hotels. With an international and highly demanding clientele, the hotel operates in an environment where every interaction matters. Telephony forms the operational backbone, connecting reception, reservations, events, maintenance and management teams.
Yet the existing system had become a constraint. Fragmented, insufficiently mobile and increasingly unreliable, it resulted in a growing number of missed calls during peak periods.
Each unanswered call represented not only a missed business opportunity, but also a potential risk to the hotel’s brand image. The objective was therefore clear: eliminate missed calls while modernizing communication, without impacting guests or daily operations.
We were working with an outdated telephony system, while our guests’ expectations kept increasing. In luxury hospitality, missed calls are simply not an option.
Jalloh Chiernor Malick
Cluster IT Manager at Steigenberger Icon Wiltcher’s North West Germany & Belgium
The right partner for a zero‑risk transition
To achieve this, Steigenberger Icon Wiltcher’s partnered with Axians to rethink its communication landscape. After careful evaluation, the hotel selected Wildix for its simplicity, strong mobility features and seamless integration with existing systems, implemented by Axians as a certified partner. This choice laid the foundation for a transformation focused on reliability, flexibility and ease of use in a demanding hotel environment.
From the very start, Axians’ approach was grounded in understanding the hotel’s day‑to‑day reality.
Based on these insights, a high‑performance and intuitive communication solution was deployed, one that integrates seamlessly with existing workflows and requires no technical expertise from hotel staff, ensuring fast adoption and immediate added value.
A seamless, zero‑downtime migration
Ensuring uninterrupted service during the migration was a top priority. Axians therefore opted for a parallel migration, running the old and new systems side by side. This approach enabled a smooth and transparent transition that remained completely invisible to guests, even during peak occupancy.
“We were concerned about disrupting daily operations, but the migration was flawless. Everything continued to run smoothly, even during our busiest periods,” confirms Chiernor Malick Jalloh.
The new IP‑based solution integrates both the hotel’s existing analogue room infrastructure and its Property Management System (PMS). This preserved previous investments while enabling new ways of working through web interfaces and mobile applications for teams at reception, reservations and events.
Our first step is always to listen. You need to understand how people work together, where friction occurs and what truly matters in their daily operations. Especially in a hotel environment, everything revolves around people and service.
Procureur Guillaume
Business Manager at Axians Belgium
From stability to agility
Once in place, the new communication platform quickly proved its value. Missed calls were virtually eliminated, teams became more responsive and internal coordination improved across departments. The hotel also gained greater flexibility in daily operations and event management, a critical advantage in luxury hospitality, where last‑minute changes are common.
“We were able to install and configure additional extensions across multiple meeting rooms in a single day for an international client. That level of agility simply wasn’t possible with the previous system,” says Chiernor Malick Jalloh.
Beyond voice communication, the Wildix Collaboration application further enhanced teamwork. Instead of relying on external tools, teams now communicate securely via a single platform; calling, messaging and even sharing videos to resolve technical issues faster and more efficiently.
A future‑ready communication foundation
With greater visibility, improved responsiveness and tighter control over call flows, the hotel now benefits from a communication platform that actively supports both operational excellence and guest satisfaction.
Building on this success, Steigenberger Icon Wiltcher’s is already exploring next‑step enhancements, such as AI‑powered voicebots, to further optimize service availability. The solution is also being considered as a reference model for other properties within the group, confirming that the hotel now has a communication foundation that is robust today and adaptable for the future.
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