It’s that time of year again for the hotel and hospitality industry.
Wedding ceremonies and receptions, Corporate Golf Days, Annual Conferences and of course holiday season. It’s that time of year again for the hotel and hospitality industry where profits are made and lost, reputations are enhanced or damaged.
At this critical time of year many hotels are discovering that a modern and efficient telephone system can be one of the tools that makes that all important difference, both to the customer experience and to the hotels bottom line!
With today’s traveller always having their mobile telephone at the ready, telephone systems in the hotel and hospitality industry have to be used in a very differently way if they are to once again become a profit generator for a hotel or guest house.
A good start is the ability to integrate today’s telephone systems into a hotels CRM or Reservation / PMS (Property Management Solution). They can also be integrated into popular software packages such as Fidelio’s-Micro and Tiger TMS. For many, this in itself is totally transforming the way that some hotels or guest houses are run.
Specialised hotel telephone systems now also offer a wealth of options as standard that enable many day to day tasks to be managed automatically, enhancing the guest experience and freeing up staff up to spend more time with customers. Some simple yet helpful features that improve the customers experience include:
– Direct Dial to rooms
– Privacy Mode for rooms
– Private Voice Mail boxes for guests
– Conference Calling
– Hotel Services Recordings
– One Touch Dialing for restaurant, gym, spa, or golf centre,
– Listen in and Child Monitoring – from anywhere on the hotel complex
– Wake up calls and recordings
A destination rather than just a room.
With today’s hotels becoming destinations that guests go to rather than just a room that they stay in, there is now even more pressure on the wide array of teams that now work together to deliver a seamless customer experience. Adding to the complexity is the estimate that up to 80% of staff in hospitality are now mobile. Events managers, estates team, housekeeping, night porter, and even the general manager
are constantly on the move, in some cases both on and off site.
Availability and speed to contact can sometimes make the difference between a good or bad customer experience which in turn could affect the customer review on sites such as TripAdvisor.
Fortunately, today’s telephone systems offer mobility options make it much easier for guests and management to contact not just 20% but 100% of the hotel team, wherever they might be. Features to help improve hotel services and efficiencies typically include:
– Room status update by housekeeping via the phone in the room,
– Integration in to CRM/PMS to deliver real-time information and tailored promotions
– Mini bar charges updated via the guest’s phone in their room.
– Routing of calls via the most cost effective carrier
– Prepaid limit on a room phones
– One touch dialing for revenue generating services.
– Barring of phones in vacant rooms
– Business and Mobile Phone twinning for mobility
– DECT and WiFI handsets for faster and better service.
– Voicemail Boxes for all staff
– Unique Distributed Architecture without the need for expensive re-cabling.
– SIP Trunk Connection to reduce calling costs and uplift profits
“We have already seen a growth in the number of positive reviews on TripAdvisor,
commending us on the high level of customer service we provide. I have no doubt
that this is a result of the improved communications we now have in place around the
hotel thanks to the new telephone system”
General Manager – 106 room hotel
So, be it a large chain, or specialist boutique hotel, a guest house or a bed & breakfast, a conference centre or a golf club, a new telephone system can completely transform the way that a business in the hospitality sector operates, enhancing the customer experience, delivering service, new efficiencies and most importantly savings on running costs.
Would you like to find out more?
The team at Evoke Telecom specialise in specifying, installing and supporting phone systems for the hotel and hospitality industry, so why not call our helpful and friendly sales team now on 01509 278278, our free sales line 0800 840 3688 or email the team now on [email protected]
Or why not visit our hotel telephone systems page at – https://evoketelecom.com/business-telephone-systems/hotel-telephone-systems/