Q: What experience do my staff have with hotel phone systems?

Managers should consult with staff before settling on any kind of new technology , especially since they will be using it as much as you will. It's important to consider whether staff will also need any training on a new phone system, and whether this is included with the provider, or whether it will need to be given elsewhere. Our research found that sometimes suppliers offer free training, so it's always worth asking at installation.

Question 1

What is my budget for a hotel phone system?

Accepted Answer

You'll need to know how much you want to spend on a hotel phone system, with the average cost of a provider usually ranging between $15 - $80 per user, per month. Likewise, as the system takes a 'per user, per month' approach, you'll have to take the size of your team into account when figuring out costs.

Question 2

What features do I need in a hotel phone system?

Accepted Answer

Different providers offer different features. If your hotel deals with a lot of international customers, for example, you might want to opt for a system like Net2Phone, because it offers features like unlimited international calls. Ironing out exactly what your hotel will need is vital. I'd recommend definitely opting for a system with automation features - no matter your needs. 39% of property managers say they spend more than 20 hours a month handling maintenance requests, suggesting poor communication between systems. Overall, automated features will greatly save staff time because daily operations, like table reservations, can be completed automatically and without assistance.

Question 3

Am I planning on expanding my hotel?

Accepted Answer

Managers with plans for growth should select a telephone system that is capable of changing easily as demand for your business expands. As a general rule of thumb, I'd recommend prioritizing providers with scalable packages and useful add-on options.

Question 4

What experience do my staff have with hotel phone systems?

Accepted Answer

Managers should consult with staff before settling on any kind of new technology, especially since they will be using it as much as you will. It's important to consider whether staff will also need any training on a new phone system, and whether this is included with the provider, or whether it will need to be given elsewhere. Our research found that sometimes suppliers offer free training, so it's always worth asking at installation.

Question 5

Will my provider allow me to migrate from a standard landline?

Accepted Answer

If you're a manager who is already using a traditional business phone system, before upgrading, I'd recommend checking with your current provider to ensure they can handle the switch. This includes factors such as checking your porting number is easy, and that a comprehensive action plan is made before you start unplugging phones.

Question 6

What additional accessories will my hotel need for its phone system?

Accepted Answer

Some hotels may need a fully functioning telephone system with a range of accessories integrated into the system, such as business VoIP headsets or voicemail. Others may not need as much advanced functionality. Likewise, in terms of hardware, our research team does recommend that hotels use softphone apps. But, if you're unable to forego some flexibility, hard phones allow for slightly better call quality. Our top picks for hotels, based on our research, are Polycom VVX 601 and Cisco 7941.

Question 7

Will I need a multi-line phone system?

Accepted Answer

Some hotels might benefit from having more than one telephone line, particularly if they have multiple elements to their business. For example, for hotels with restaurants, managers might want to consider a second line dedicated to bookings and reservations. In general, I'd recommend all hotels consider a multi-line option, as it offers separate channels for reservations, payments, and customer concerns. This makes it easier for your customers to get to who they need to speak to quicker, and improves the convenience of their stay.

Question 8

How do hotel phone systems work?

Accepted Answer

Hotel phone systems can operate either via a Private Branch Exchange (PBX) system, or using more modern Voice Over Internet Protocol (VoIP) technology, that allows communication via an internet connection.

Traditional PBX systems act as a central hub for incoming and outgoing calls, and is able to mange call routing, voicemail, and call forwarding, among other elements.

However, our researchers recommend that hotels opt for VoIP technology because of the advanced functionality these systems offer, such as voicemail-to-email, call recording, and automated check-in/check out.

Plus, these systems often integrate with Property Management Services (PMS) that offer features such as automated billing, and can therefore ease the burden of daily operations on pressured hotel staff.

Question 9

How do I integrate my phone system with PMS platforms?

Accepted Answer

VoIP providers offer a range of integrations with different PMS systems, and many of these will be built-in to the VoIP system and require just a one-click redirection or simple configuration for users to gain access. Older or specialized PMS systems may sometimes require an Application Programming Interface (API) key or token to create a custom connection between the two systems, but this requires some technical knowledge and setup. Connecting your VoIP provider is highly beneficial for businesses that want to automate tasks such as call logging and caller identification, freeing up staff from having to manually carry out these tasks.

Question 10

Do I need to replace all existing analog room phones to switch to VoIP?

Accepted Answer

No, you won't need to replace your existing analog phones when switching to a VoIP system, as VoIP software will typically connect to them through an Analog Telephone Adapter (ATA) or a VoIP adapter. The adapter acts as a bridge between the two technologies, and will allow digital calls to come through the analog phone. Instead of a single adapter, I'd recommend larger hotels opt for a VoIP Gateaway with more ports. This will allow you to connect more phones without having to make drastic purchases on new ones.

Question 11

What are the latest E911 and Kari's Law requirements for hotel phone systems?

Accepted Answer

As of 2020, Kari's Law in the US states that hotel phone systems must allow direct 911 dialling without an access code, and provide automatic, on-site alerts to security when 911 is called. These alerts can be via email, text, or SMS, for example. Likewise, the system should have the capacity to send precise location data to emergency services, relating to the specific room number, floor, or suite. This allows emergencies to be handled swiftly. Hotel managers should make sure that these requirements are met when considering a phone system, and you can usually find out about a system's compliance from the provider's website.

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