Your hotel's telephone system can be a costly burden or a beneficial asset. Even in a world where guests prefer to bring their own devices and may never pick up an in-room phone, your team will still need to connect with each other and the outside world. In fact, phone calls are still a strong business driver for many hotels!
Whether you’re building out a new property or considering a tech upgrade, here’s what you need to know about PBX business phone systems for hotels.
Why Do Hotels Need Specialized Phone Systems?
Hotels require specialized phone systems for several reasons:
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Guest Communication: Hotels rely heavily on effective communication with their guests. Specialized phone systems provide features such as caller ID, wake-up calls, room service ordering, and voicemail, allowing guests to easily communicate with the front desk and access hotel services.
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Room Management: Hotels need phone systems that integrate with their property management systems (PMS). This integration enables features like automatic check-in, room status updates, and streamlined guest services, improving operational efficiency.
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Guest Experience: A dedicated hotel phone system enhances the overall guest experience. Features like personalized greetings, quick access to hotel services, and efficient call routing contribute to a seamless and pleasant stay for guests.
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Internal Communication: Hotel staff members require effective internal communication to coordinate operations and provide prompt services. Specialized phone systems offer features like intercom functionality, group calling, and messaging capabilities, enabling efficient communication among hotel staff.
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Emergency Situations: In case of emergencies, hotels need reliable communication systems to ensure the safety and well-being of guests and staff. Specialized phone systems often include emergency call features, integration with fire alarm systems, and the ability to quickly communicate important information to all rooms.
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Scalability: Hotels often have fluctuating communication needs due to seasonal demands and varying occupancy rates. Specialized phone systems can be easily scalable, allowing hotels to add or remove phone lines or extensions as required, without significant disruptions or costs.
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Cost Efficiency: Specialized hotel phone systems can provide cost-saving benefits. They often offer features like unlimited calling plans, reduced international calling rates, and integration with CRM systems, enabling efficient management of guest communication while keeping costs under control.
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Integration with Technologies: Hotels are increasingly adopting new technologies to enhance guest experiences and streamline operations. Specialized phone systems can integrate with other hotel technologies, such as guest management systems, mobile apps, and property automation systems, creating a seamless and interconnected guest experience.
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Functionality and Customization: Hotel phone systems are designed with the specific needs of the hospitality industry in mind. They offer features like auto attendant, room status integration, call recording, and customized greetings, tailored to meet the unique requirements of hotels and their guests.
In summary, specialized hotel phone systems provide the necessary tools and features to facilitate effective communication, enhance guest experiences, streamline operations, and ensure the safety and satisfaction of guests and staff.
Key Features of Hotel Phone Systems
Hotel phone systems require specific features to cater to the needs of the hospitality industry and provide a seamless guest experience. These features include:
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Auto Attendant: An automated voice system that directs incoming calls to the appropriate department or extension, enhancing efficiency and streamlining communications.
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Desk Phone: Traditional phone devices placed at the front desk and other hotel staff areas for quick and reliable communication.
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Check-in Integration with PMS: Integration with the property management system (PMS) to enable automatic guest check-in and room status updates.
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Caller ID and Notifications: Displaying caller information and providing notifications for incoming calls, ensuring prompt and personalized guest service.
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Video Conferencing: The ability to conduct video conferences for remote meetings and virtual guest interactions.
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Ring Groups: Grouping multiple extensions together to ensure that incoming calls are distributed evenly among available staff members.
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Analog and IP-PBX Phone Systems: Support for both analog and IP-based phone systems, allowing flexibility and compatibility with different technologies.
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Call Recording: The capability to record calls for quality assurance, training purposes, and dispute resolution.
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Softphone: Software-based phone applications that enable staff members to make and receive calls on their computers or mobile devices.
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Telephony and Phone Lines: The provision of phone lines and telephony services to handle incoming and outgoing calls.
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Small Business and Hospitality Phone Systems: Tailored solutions designed specifically for small businesses and the unique requirements of the hospitality industry.
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International Calling and CRM Integration: Facilitating international calling capabilities and integrating with customer relationship management (CRM) systems to enhance guest communication and service.
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Do Not Disturb: Allowing guests to set their room phones to "Do Not Disturb" mode to avoid interruptions.
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Communications System: A comprehensive system that encompasses various communication channels, such as voice, messaging, and video.
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Call Center Functionality: Providing features like call routing, call management, IVR (Interactive Voice Response), and call recording for efficient call handling and customer service.
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Room Status and Streamline Operations: Integration with the hotel's room status system to efficiently manage room turnover and streamline operations.
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Mobile Phones and Landlines: Support for both mobile phones and traditional landline devices, ensuring connectivity across different devices.
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VoIP Phone Systems: Utilizing Voice over Internet Protocol (VoIP) technology to enable cost-effective and feature-rich phone services.
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SMS and Conference Calling: Offering SMS capabilities for text messaging and facilitating conference calls for collaborative discussions.
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Best Hotel Phone System Providers: Identification of reputable providers known for delivering reliable and feature-rich hotel phone systems.
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Per User and Unlimited Calling: Pricing models based on the number of users and providing unlimited calling plans for cost-effective communication.
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Call Forwarding and Voicemail: Enabling call forwarding to different extensions or mobile devices and providing voicemail services for missed calls.
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IP Phones and Cloud-Based Solutions: Supporting IP phones and utilizing cloud-based solutions for scalability, flexibility, and ease of management.
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Front Desk and Wake-Up Calls: Dedicated functionality for the front desk, including wake-up call features to enhance guest services.
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Apps and Room Phones: Mobile applications for staff members to manage calls and guest services, as well as dedicated room phones in guest rooms for convenient communication.
These features collectively contribute to a robust and efficient hotel phone system, enhancing communication, guest experience, and overall functionality within the hospitality industry while also being cost-effective.
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What is a PBX Phone System?
A Private Branch Exchange (PBX) is a private telephone network for your property (or company). It's a fancy way to say “business-grade phone system.” A PBX enables both internal and external dialing, so users can communicate with each other and the outside world. It provides features like extensions, hold music, call routing, hold queues, call conference and off-hours call management.
Traditional PBX telephony systems were analog, connecting to the Public Switch Telephone Network via buried landlines. We don’t recommend these! These systems lock you into either the hardware or the vendor, limiting your options for upgrades and often costing you more money. Plus, there’s so much value in going with a modern PBX system that uses digital connectivity to provide business-boosting functionality.
While PBX is a legacy technology that began by leveraging analog switchboards but most hosted PBX systems used by hotels today use digital networking protocols (IP) for internal calling referred to as IP PBX. An alternative to virtual PBX is VoIP, which stands for 'voice over the internet'.
Before we dive into those features and benefits, it’s helpful to contextualize the structural advantages of a modern PBX compared to a traditional landline system:
Connectivity: PBX streamlines internal communication. You can connect as many different lines internally as you would like, all without having to pay the per-line cost of traditional connectivity. You’ll also enjoy high-definition calls and more options to connect with colleagues and customers, as well as on-property guests.
Reachability: Direct internal communications preserves reachability among colleagues. The system won't route calls to an outside switch and then back into the organization, which makes the system more reliable -- and your colleagues more reachable.
Flexibility. You can add or remove handsets without the burden of long-term costs per phone line. And you can more easily adjust your phone system to changing needs, and upgrade to new features over time.
How Does a PBX Phone System Work?
Modern PBX systems rely on IP (or Internet Protocol) to communicate. IP PBX systems convert IP calls from digital to analog, so that they can be routed through traditional landline connections.
Since the systems use internet broadband to communicate rather than fixed copper landlines, there are more digital features available that align with how we do business today. An IP PBX system uses the same Local Area Network that your property uses to connect its computers, so each phone will connect via Ethernet (rather than phone jack). For older properties, this may require upgrades to Ethernet-enabled phones; most modern phones are capable.
Similar to other elements of your property’s connectivity infrastructure, you have two options for your IP PBX, virtual/hosted or on-premise. The virtual option is hosted by your vendor and the on-premise option is located on-site.
The decision between cloud-based and on-premise is guided by cost and complexity. Smaller properties with simpler systems will likely benefit more from virtual systems, which are easier to set up, have low upfront costs, and predictable monthly fees. Larger properties with greater complexity may prefer the proximity and control of on-premise, as the additional setup costs and ongoing maintenance fees are worthwhile tradeoffs for increased access and more customization.
How Hotels Use a PBX Phone System
Even as guests rely more on their mobile phones to communicate with staff, hotel phone systems are the communications backbone for most hospitality operations. From the front desk to the back office and the guest rooms, the system is used across the hotel.
The front desk is the communications hub of the hotel. The phone system allows guests to reach out to the front desk -- and some systems also display the guest’s name to the front desk agent, aiding personal greetings. The system also empowers the front desk to set automated reminders (such as wake-up calls) and offload tedious tasks. With a digital operator, the phone system can also route calls to other departments (such as housekeeping and room service) so the front desk can tend to other tasks.
The back office is also a heavy user of the phone system. Your sales team will have dedicated extensions, as well as digital voicemail that can be transcribed directly to email. Your hospitality phone system can also handle faxes so that your team can receive booking confirmations from intermediaries. Staff can set “do not disturb” mode and route phone calls to mobile phones automatically if they are off property.
The guest experience benefits from a modern phone system in multiple ways. Of course, there’s the in-room phone that offers a direct line to staff, and most modern systems support multilingual messaging. But there’s also a major advantage that’s hidden from view: integrations. A legacy landline system performs just a couple of main functions: calls and voicemails. Replacing a limited use system with something that is more flexible means that you can build a communications infrastructure that accommodates guest preferences. For instance, you could extend your property’s telecommunications infrastructure to support guest smartphones, extending their coverage while on-property. Other useful integrations: the ability to enter PMS codes from the guest room to update room status and availability, connecting to on-property WiFi for seamless billing.
What to Look For in a PBX Phone System For Hotels
Choosing the best PBX system for your hotel comes down to how you plan to integrate it into your existing communications flow. The best way to think about a hotel phone system is to view it as another application in your technology stock. It should integrate with everything else, allowing you to leverage its full functionality.
Here are a few things to consider:
Integrations: Since IP PBX leverages the internet, it can integrate and interchange between different tools. We recommend doing a quick sketch of different communications flows to understand how you may want to implement IP PBX. One of the biggest use cases is a direct integration with your CRM so that you can log calls and make sure that sales teams are following up quickly with prospects and customers.
Digital Operator: Your PBX system is your digital operator, routing calls and helping guests get to the right person.
Emergency calls: When guests call emergency numbers, the front desk should be immediately notified.
Ring Groups: As you're well aware, things can get busy rather quickly at the front desk and in the back of house. The ability to set up ring groups, which will ring multiple phones until one of them answers, keeps your team on top of guest requests and other essential communications.
Intelligent Call Routing: Intelligent call routing efficiently connects calls to the right person. For example, you may want to schedule call routing so that calls go to one person (like the GM) during business hours and to another person in off-hours (like a Night Manager).
Fax: Many hotels still need access to a fax. A PBX system can accommodate that need, providing inbound and outbound faxing, all integrated into a single telecommunications product.
Voicemail-to-Email: One of the most dramatic productivity boosters provided by a modern PBX system is voicemail to email. The system will transcribe your voicemails into emails, which can then be routed to the appropriate Dept. Or, you could have an external resource (such as a virtual assistant or corporate office) prioritize and assign tasks based on voicemails.
Toll-free Services: If you use a toll-free line for inbound calls, be sure to find a vendor that can adequately support it.
In-room features: Consider whether or not you want to include others, such as a do not disturb mode or automated wake-up calls. Many hospitality PBX phone systems provide functionality that improves the guest experience and eliminates some of your staff's day-to-day responsibilities.
Admin interface: The last thing any of us need is another tool that’s complicated to administer. it can be extremely frustrating if you always have to contact the vendor to make small tweaks changes. Look for a browser-based administrative portal or other account admin interface that simplifies self-service. You should be able to add and remove users, monitor usage, and manage your account from a centralized dashboard.
Reporting: Look for full detail call records and accounting so that you have a holistic view of how the system is being used at your property. Detailed reporting keeps you informed and able to optimize the experience for both staff and guests.
Security: Only choose vendors with great reputations. If you go with an IP PBX, which uses your property’s internet connectivity, you’ll need strong security to prevent unwanted intrusions -- and massive headaches. When it comes to security, trust recommendations from colleagues above everything else. When in doubt, go with your gut!
A modern PBX system can become part of your property’s omnichannel communications strategy. It allows you to communicate with guests on their preferred channel and to keep relevant information synced across channels so you can maintain a holistic view of your guests. There’s a lot that a digital phone system can unlock for your property!
Is it Possible for a Property to Operate Without a Hotel Phone System?
While most hotels to this day still have hotel phone systems, operating a hotel without a traditional phone system is absolutely possible by leveraging a combination of software tools and devices for communication and guest services. Here's an overview of how such a setup could work:
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Guest Messaging: Instead of relying on phone calls, hotels can utilize guest messaging platforms or communication apps. These tools allow guests to communicate with the hotel staff directly through text messages, eliminating the need for phone calls. Staff can respond promptly and efficiently, addressing guest inquiries, requests, and providing assistance.
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Staff Collaboration Software: To enable effective internal communication among the hotel staff, collaboration software can be utilized. These tools provide features like messaging, file sharing, task assignment, and real-time updates, ensuring seamless coordination between different departments and employees. This allows staff members to communicate and collaborate efficiently without relying on traditional phone lines.
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Tablets for Guest Services: Tablets can be deployed in guest rooms or made available at key locations throughout the hotel. Guests can use these tablets to access various services such as ordering room service, requesting housekeeping, making spa reservations, or seeking local recommendations. The tablets can be equipped with user-friendly interfaces and integrated with hotel management software to streamline guest requests and provide a convenient self-service option.
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Mobile Devices: Hotel staff members can be equipped with mobile devices, such as smartphones or tablets, enabling them to communicate on the go. These devices can have guest messaging apps, collaboration tools, and access to relevant hotel systems, allowing staff members to be responsive and accessible throughout the property.
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Cloud-Based Systems: Cloud-based solutions can be employed to store guest information, manage reservations, and streamline operations. These systems can integrate with guest messaging platforms, collaboration software, and other tools to ensure smooth communication and information sharing across different touchpoints.
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Automated Services: Implementing automation solutions can enhance the guest experience and minimize the need for direct communication. For example, self-check-in kiosks or mobile check-in options can reduce the need for front desk interactions. Integration with room control systems can enable guests to adjust temperature or lighting through mobile apps, reducing the need for phone calls to request such changes.
By leveraging these software tools and devices, hotels can effectively communicate with guests, streamline internal operations, and provide a convenient and personalized guest experience without relying on a traditional phone system. However, it's important to ensure a robust and reliable internet connection and have contingency plans in place to address any connectivity issues that may arise.