A hotel’s communication process is very crucial to its success. It needs a unique system to be able to accommodate all internal and external calls. The bigger the hotel, the more sophisticated setup it needs. Some small establishments can get by with a basic telephone platform but some need more than that. At the end of the day, all hotels want a good customer experience and a good communications process is a major part of that.
Hospitality Phone Systems
The telephone setup that hotels use is called a Hospitality Phone System. They have the same functions as a regular business telephone system with a few special features to accommodate hotel requirements.
Hotels typically use these types of phone systems:
This is the traditional wired system that links all phones to a single PBX. This is said to be the most reliable type in terms of downtime and drop-out rates.
This is the latest in communications. The phones are connected via the Internet resulting in cheaper call rates. This type offers a lot in terms of innovation, management, and connectivity. It is not perfect yet so it is still prone to drop-outs and poor call quality.
• Front desk telephones with guest information (check out time/date)
• Wake up alarms
• External calls from guest rooms
• Call cost features that connect to the billing department
• User-friendly phone interface
There are now hospitality platforms with advanced features. Some of those features are:
• Search box to find client or staff names
• One-click call/transfer
• Pop up screen that displays guest information
• Vital guest information (VIP status, affiliation, language, wake up calls, voice mail, etc.) are attached to the guest’s name and not the phone. This is especially helpful when a client asks to be transferred to another room.
• Smart unlimited wake ups that can be scheduled according to the date and time
• Voicemail prompts in the client’s preferred language
• Different wake-up options – snooze, room service, weather forecast
• Option to check out using the room phone
The following are the most popular providers of these types of systems.
Cisco is one of the leading names in technology and communications. Cisco has also branched out to the hospitality industry to provide them with solutions to their ever increasing needs. Hotels now partner with Cisco not only to provide them with an impressive technological network but also with advanced communication setups. One such example is the Cisco Unified Hotel Communications. It is a unified platform that encompasses the whole property. It includes voice, messaging, video and voicemail for everyone – guests and staff alike. This platform is integrated into a network router which in turn manages and monitors communications in the whole property. The rooms are equipped with analog and VoIP services. They also get group messaging, voice services, wake-up calls, E-91, intra-room calling, service integration for guest service phones, in room dining, etc.
Mitel is another big name in the industry. Mitel has been working with different hotels from small to luxury establishments all over the world. They have a very straightforward communications solution. Their solution is simple and features are integrated into the console. The telephone user interface is user-friendly, minimizing training. This simple approach makes the staff always aware of their clients’ needs.
Features such as voicemail, automatic call distribution, auto attendant, recorded announcements, etc. all increase staff productivity and improve services.
The Mitel system is flexible and you can easily integrate it with hospitality applications, property management systems, and guest room telephones. You can implement traditional or IP platforms.
The Mitel system is also cost effective. As it is flexible, you can move it between private and public cloud sites without the need to reinvest.
Mitel also has a hospitality team that works with owners, industry associations, consultants and management companies to come up with the best solutions for today’s demanding clients.
NEC is keeping up with the challenges and demands that the hospitality industry faces. They understand these needs and so they come up with solutions to make services better. The staff needs to communicate with the clients easily and guests expect the hotel to provide them with the latest technology so that they can be assured that their stay is convenient, comfortable and entertaining.
NEC helps these businesses achieve not only their present goals but their future goals as well. NEC prides itself on being a formidable strength in the global market. NEC provides hotels with strategies that will help them avoid risks and uncertainties and will eventually make them thrive.
The NEC comprehensive solution is tailor made to fit the unique demands of the hotel industry. They can provide owners with an on-site platform or cloud based one, a basic telephone system or a highly advanced one. They also offer solutions that enhance productivity and can accommodate properties of all sizes. Premier establishments all across the globe are partners with NEC because of their solutions. At the end of the day, a hotel aims to become more efficient, productive and responsive and that’s what NEC does to them.
Avaya is one of the leading companies when it comes to hospitality systems. They ensure your system’s technology is up-to-date, allowing you to communicate with your guests wherever they are on which ever device they choose. You can live chat to help close a booking with a client or the clients can video chat with the concierge directly to ask for help or advice. You can send offers and promotions to the client’s phone directly depending on their location, for example, a drink offer if they enter the bar. Allowing direct communication with clients improves customer experience, allowing for better reviews and building long-term relationships. You can even set up the room entry system to work with the client’s mobiles and allow them to use their mobile to charge their meal to the bill of the room or control the rooms gadgets directly from their mobile. Avaya pride themselves on offering the hospitality phone system of the future and with such clever functions it is easy to see why.
Choosing a supplier
The first thing you need to look for when choosing a supplier is their expertise in the industry. You need a supplier with years of experience as this is no small investment. There is a lot of money at stake here and you want to avoid mistakes. You need experts not only in telecommunications but IT and logistics as well. We can help by providing 3 no obligation quotations from the most suitable suppliers for your needs. Simply fill out the form above.