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How Hotels Use a PBX Phone System

When it comes to working in the hospitality industry your greatest goal is providing a comfortable, satisfactory experience to your guests. so you strive to provide lodgings that meet guests’ every need and surpass their every expectation.

Though many only consider guest phones when talking about hospitality communications, there are also phones for staff-to-staff communication, reservations, guest services, and more. With all these important connections, made constantly throughout the day, an effective phone system can be the make-or-break of your operations.

In order to provide communications, you can fully rely on, VoIP phone systems offer incredible features and benefits for your hospitality needs.

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.  

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