In today’s world, most of us are constantly “wired in”, whether it be through our smart phones, tablets, laptop computers, or other technological gadgets. Unfortunately, the knowledge that most guests carry their own communication devices makes some hotels tend to neglect their phone systems. But just because your guests have cellphones doesn’t mean that having a sophisticated hotel phone network isn’t important. In fact, the largest and must successful hoteliers are upgrading to IP PBX phone systems, and are reaping the benefits. If an Internet-based communications system hasn’t already found its way to your hotel, it’s time that it did.
Why should I embrace an IP PBX phone network in my hotel?
If you’re of the mindset that the quality of your hotel’s phone system doesn’t really matter, guess again. The biggest mistake a hotel can make is by thinking that its traditional landline phones are “good enough”. You may believe that your guests will only use the phones to make quick calls to the front desk, and that the phones are acceptable for taking reservations, but you could be offering both your patrons and your employees so much more.
Have you ever stopped to consider that perhaps the reason that your guests aren’t utilizing their in-room phones is that they aren’t feature-rich? A dated phone system will gather dust, whereas a state-of-the-art system can positively impact your customer’s experience at your hotel. Internet phone systems make it possible for guests to not only make and receive calls, but also to receive better service. When they call the front desk, your attendants are instantly provided with a readout of the caller’s name, room number, native language, and group or VIP status, making the call more personalized and professional. Guests can also utilize modern, Internet-based telephone systems to set up personalized wake-up calls, arrange conference and video calls in your business center, and even check out at the end of their stay.
Internet-based communications also work to benefit you and your staff. New phone systems help your attendants to handle their duties with speed and precision. Instead of flitting back and forth between the phone console and the computer, your employees can handle it all – including making and changing reservations – right through the phone system itself. This, of course, is a bonus to hotel owners, because it means less equipment to maintain.
In the event that you are short staffed, your desk attendants become overwhelmed by an influx of activity, or your night attendant has momentarily walked away from the desk, you will still never have to worry about missing a call. Internet-based phone systems can be programmed to route incoming calls to an auto-attendant that is able to announce pertinent information, assist guests with basic requests, and even transfer callers to a reservation center. When your staff knows that all calls will be responded to, they will feel less stressed out, improving performance.
Finally, IP PBX phone networks are ideal for hotels because they simplify the process of tracking down your facility’s various employees – no matter where they are. With a modern phone system, you can program a call to ring to a physical extension, then go to a secondary extension, and then go to a cellphone. This means that if your maintenance person has left his station to handle a task, you can reach him on the most convenient extension to him, while only making one call yourself.
After considering the facts, it should be obvious why IP PBX phone systems are making such a big impact in the hospitality business. Are you up to speed?