Call Recording

Call Recording for Hotels

Call RecordingPhone call recording addresses a wide range of business needs, including cost-effective resolution of customer disputes, sales verification, quality assurance and more.  Many modern phone systems allow call recording on a per extension basis as a standard feature or option.  For hotels, this means recording of administrative extensions (not guest calls) as a viable option.  Call recordings are generally stored in a digital format allowing for them to be brought up at any time by administers to review and may be stored as required and even emailed if needed.

One of the more popular uses in hotels is for the managers to use real call recordings to teach new staff how to, and how not to handle callers with various subjects and needs. 

Hearing recorded calls can give new staff an idea of what to expect and can help accelerate their learning of a new job.  Managers can likewise listen to recorded calls of new employees to point out improvements to be made and to give encouragement. 

Confirmation of information given over the phone for reservations is another great application for call recording admin extensions in hotels.   Strict controls must be observed if credit information is part of the call.  Most systems allow for calls to be automatically purged after a specific period of time which can reduce the probability of fraudulent use. With Voiceware by PhoneSuite, the phone system is so flexible you are able to make decisions and changes as you go along or as business situations and needs arise.

Whether or not call recording is legal and under what conditions varies from state to state in the USA.  Federal law requires that at least one party taking part in the call must be notified of the recording.  Several states require that all parties consent when one party wants to record a call.   Twelve states currently require that all parties consent to the recording: California, Connecticut, Florida, Hawaii (in general a one-party state, but requires two-party consent if the recording device is installed in a private place), Illinois, Maryland, Massachusetts, Montana (requires notification only), Nevada, New Hampshire, Pennsylvania, and Washington.  All other states not listed require only that one party consent.  The best practice is to state in the beginning of the call that this call may be recorded.

Outside the US other countries have their own laws and if recording calls is part of your business practices, consult with the local authorities before proceeding. While some regulations do not specifically require that phone calls be recorded, a recorded call may be used to settle a legal action against a company, saving tremendous wasted time and resources. 

To learn more about call recording and other features available for hotel phone systems, contact sales at PhoneSuite or visit