In a hotel, phone service is just as important as a comfortable bed and a hot shower. Like an old bed or a defective shower, analog telephony is becoming a liability. Hotels and other establishments in the hospitality industry that want to attract more customers, stand out from the competition, and streamline their internal communications need to consider the value that hosted VoIP (voice-over Internet protocol) phone systems offer.
Searching to satisfy the technology-driven needs of their guests and staff, leaders in the hospitality industry are choosing ramping up their communication systems with VoIP technology.
Benefits of VoIP
Hotels are beginning to see the benefits that hosted VoIP phone systems have over on-premise PBX systems. Cost is a major consideration. Hosted VoIP offers few upfront costs, easy maintenance, and low repair costs. In addition, the VoIP provider monitors the system’s operations, reducing manpower costs.
Flexibility, ease of use, scalability, automatic updates and upgrades, and access to advanced features are other advantages that improve productivity for hotel employees while delivering the ultimate hotel experience for guests.
Security has long been a concern in hosted models. Thus, hosting companies and cloud providers have concentrated on improving the security of their products and have succeeded in the challenge. Encryption, firewalls, strong passwords, separation of voice and data, anti-virus protection, and other tools are now par for the course with hosted solutions.
VoIP Analytics Improve Service
Hotel guests want reliable, excellent phone service and evaluate the quality of the establishment based partly on the quality of the phone service. When competing for guests, hotel administrators need to be aware of how their communication systems are performing, asking questions like these:
- Is the Internet connection fluctuating?
- Are the routers performing adequately?
- Is voice quality choppy or clear?
Hosted VoIP systems typically are paired with a VoIP analytics tool that provides administrators with answers to the above questions—and more.
VoIP analytics includes the recording, capturing, tracking, scoring, managing, and reporting of calls and other data that pass through the system. These reports provide real-time visibility into network, operational, and customer issues as well as other actionable information to help hotel administrators find ways to improve the system.
Responding to Mobility
Fixed lines and desk phones are losing relevance in an increasingly mobile work environment. Hotel guests deserve personalized service and real-time response to any request. Hosted VoIP accommodates the integration of mobile devices to allow employees to always remain connected.
Mobile devices are especially useful for hotel employees, who need to have immediate access to one another from anywhere within the hotel–from the front desk to room service to an external affiliate restaurant. Staff can better handle unplanned events such as the arrival of walk-in clients or VIPs if they are able to immediately connect with one another. Hotel managers can use hosted VoIP to more effectively manage their teams while ensuring guest satisfaction regardless of location.
Developers continue to look for ways to reinvent the guest room phone. It may soon be integrated with the guest’s mobile device to perform other functions.
Hosted VoIP is a communications staple that streamlines calls for hotel employees and offers an array of communications options to hotel guests.
Moving away from private branch exchange (PBX) telephony systems is a big deal for most businesses, especially given the huge time commitment and expense that go into such a move. Nevertheless, organizations are being encouraged to shun PBX in favor of cloud-based telephony–all in the name of cost reduction and improvements in efficiency.
