Let’s go on a little journey!
Imagine it: Sarah, your sweet-natured guest, is arriving at your hotel after a long, exhausting trip. As she checks in at the front desk, your hotel’s Property Management Systems (PMS) communicates with your integrated hotel phone system, instantly updating Sarah’s guest information.
Nothing Special, Right? Wrong!
Now, whenever Sarah uses her room phone, the front desk–as if by magic–recognizes her by name, allowing them to provide a warm, personalized greeting. Her room extension instantly activates as well–she can now effortlessly make and receive calls.
Wow! But That’s Not All!
After a relaxing stay, Sarah prepares to check out. As soon as the front desk processes her departure, the PMS automatically updates the phone system again—Sarah’s room extension deactivates, voicemail messages clear automatically, and call logs reset, readying the room for your next valued guest.
This is the streamlined process guests want.
You can deliver it easily with a modern hotel phone system from a trusted VoIP provider that ensures efficient operations and consistent exceptional guest experiences.
Traditional Hotel Phone Systems vs. Cloud Based Phones
Made evident in the example–an outstanding guest experience begins the moment a guest reaches out to you via your hotel’s phone system, an online inquiry, or through other communication channels–and continues seamlessly throughout their stay.
The thing is, a lot of hotels face challenges when their traditional phone systems and operational software are disjointed because it leads to communication gaps and delays in call handling.
Not good for your guest experience or, reputation.
Comparing On-Premise PBX Systems with Cloud Based Phone Systems
Cloud systems offer significant advantages like cost savings and flexibility. While on-premise solutions can be complex and costly to deploy, cloud systems simplify deployment and reduce operational costs, enhancing overall efficiency.
“Most organizations use third-party software (39%), use manual methods (26%), or have no system in place (25%) for their day-to-day hotel management operations.” ––Gartner
Key Features of Cloud-Based Phone System
Modern, cloud based phones can integrate with PMS and CRM (Customer Relationship Management) software addressing these problems, which is excellent for enhancing guest satisfaction, operational efficiency, and overall customer experience.
You should see:
| Basic Calling Features | Advanced Hotel phone Features |
|---|---|
| Auto attendants Call queues Call forwarding Call transfer | Video conferencing Fast service with ring groups Emergency call features Smart call routing In-room features Integrated security |
Essential Hotel Phone System FAQs
How Does a Hotel Phone System Work?
We touched on this in our blog about why communication is so important in the hospitality industry, but really–we don’t think you can hear it enough.
A hotel phone system manages internal and external communication, providing features like call routing, call transfer, and connecting calls for guests, staff, and external callers.
Unlike traditional hotel phone systems that rely on private branch exchange (PBX) hardware, cloud-based phone systems operate using your existing internet connection, providing advanced features and seamless integration capabilities.
All things incredibly important for a modern hotel.
What is a PBX Phone System vs. a Cloud-Based Phone System?
As you just learned up there ☝, traditional business phone systems involve physical hardware. The hardware is onsite and, not only is it big and an eye-sore, it’s also costly and difficult to maintain–let alone scale.
On the other hand, cloud phone systems are hosted online by a VoIP provider. They offer the scalability you need, cost-effectiveness to better manage your bottom line, and easy management so everyone can share in the benefits and help guests easier!
What Kind of Phones Are in Hotels?
Hotels typically use desk phones for rooms and front desk areas, but increasingly utilize cloud-based VoIP phones, mobile devices, and desktop and mobile apps to offer versatile communication options to guests and staff.
Do Guests Pay for Hotel Phone Calls?
It depends on the communication system the hotel is using. In the past, hotels have often charged guests for outgoing phone calls, particularly international calling, but now things have changed.
Many cloud based phone systems offer unlimited calling services enabling hotels to provide complimentary (or reduced) local and international calls, enhancing guest satisfaction.
Why Hotels Need More than Just a Phone System and Basic Features
Limited Functionality vs. Streamlined Operations
Isolated management and limited functionality are characteristics of traditional hotel phone systems and can hinder operational flow.
Cloud-based phone systems integrate effortlessly with PMS, CRM, and other business tools. This creates a unified platform that improves outbound and inbound calls, internal calls, streamlines hotel operations, and dramatically enhances business communications.
Side note: These systems are also ideal for startups with limited budgets or small teams or businesses looking for cost-effective communication solutions without compromising on essential features. So, tell your friends (wink).
“In 2023, the global hospitality market reached over 4.7 trillion U.S. dollars and was forecast to grow to around 5.5 trillion U.S. dollars in 2024.”––Statista
Enhancing Guest Experiences and Operations
Integrated Cloud Phone Systems
Integrated cloud phone solutions allow your front desk staff to instantly access real-time guest data during incoming calls, including previous interactions, preferences, voicemail messages, and reservation history.
Interactive Voice Response (IVR), Call Routing, and Real-Time Call Transcriptions
With IVR, advanced call routing, and call transcriptions, staff can personalize interactions, provide exceptional service, and efficiently handle requests, including wake-up calls and room service orders.
Advanced Hotel Phone System Features
A cloud-based phone system often includes features that ensure effective call flows and automated call handling like:
Auto Attendant
Call Queues
Call Forwarding
Ring Groups
Magic Apple’s Hotel Phone System Features
Magic Apple’s hotel phone system integrates flawlessly with PMS and CRM platforms and provides advanced features that take your service up a notch.
Easily collaborate with remote team and staff across multiple locations. And while you’re at it, get valuable insights into guest behaviors, preferences, and voice communications, allowing your team to proactively meet and exceed expectations.
Video Conferencing
Video Calls
Unlimited Calling
Call Recording
Time-Based Call Routing
Call Monitoring
Call Analytics
Call Rating and Billing
Cost Savings and Scalability with Cloud-Based Phones
Reducing Expenses
Switching from traditional systems to a cloud-based system significantly reduces upfront hardware expenses and ongoing maintenance costs.
You get advanced features and significant cost savings, especially compared to other providers like Google Voice or Zoom Phone.
Scalable Solutions for Seasonal Demand
Aside from having the absolute best hospitality phone system ever, hotels can easily scale their platforms based on seasonal occupancy and operational needs without costly infrastructure changes.
Implementing a Cloud-Based Hotel Phone System
Implementing a new cloud-based phone system requires careful planning and execution. Here’s how to ensure a smooth as peanut butter transition:
| 1. Planning and Training: Develop a detailed implementation plan, including comprehensive training for your staff to ensure they are comfortable with the new system. | 6. User Accessibility: Ensure the system is user-friendly and easily accessible for both staff and guests. |
| 2. Integration: Confirm the new system integrates easily with your existing CRM and PMS to maintain seamless operations. | 7. Reliability and Uptime: Test the system’s reliability and uptime to verify it can meet your operational needs. |
| 3. Customization Options: Evaluate the system’s customization options, including phone plans and minute packages, to tailor it to your hotel’s needs. | 8. Management Tools: Look for robust management tools, including analytics and reporting, to help you monitor and optimize system performance. |
| 4. Support and Training: Choose a vendor who offers robust support and training to assist with the transition and ongoing use. | 9. Collaboration Features: Engage features like video conferencing and team messaging guaranteeing your staff can work together effectively to provide exceptional service. |
| 5. Contact Center Solution: Consider implementing a contact center solution to improve customer service and streamline communication. | 10. Scalability and Cost Savings: Implement a cloud-based phone system that offers improved scalability and cost savings. |
Best Practices for Hotel Phone System Management
Effective management of your hotel phone system is crucial for maintaining high service standards. Here are some best practices:
| Regular Reviews: Regularly review and update your phone system’s configuration and settings to maintain optimal performance. Security and Compliance: Certify the system is secure and compliant with industry standards to protect guest data. Data Backup: Regularly back up and store call recordings and messages to prevent data loss. | Performance Monitoring: Continuously monitor and evaluate the system’s performance, making adjustments as needed to ensure optimal operation. Staff Training: Properly train your staff on the system’s features and functionality to maximize its potential. |
Why Choose Magic Apple’s Hospitality Phone System
Easy Transition and Exceptional Support
Magic Apple provides an easy-to-use, cloud-based hotel phone system that’s tailored specifically to the hospitality industry so it fits your needs perfectly.
And, we handle everything from installation to training, ensuring easy adoption and minimal disruption to your daily operations.
Our dedicated team provides comprehensive support during the switch from a traditional hotel phone system to a modern VoIP system.
Transitioning to Magic Apple’s integrated cloud phone system is straightforward. Your team won’t miss a beat and your guests will only feel the benefits!
Comprehensive Features Tailored for Hotels
✓ Unlimited Users
✓ Business Phone Numbers
✓ Voicemail Messages to Email
✓ Wake-Up Calls
✓ Call Handling During Business Hours
✓ Call Monitoring Capabilities
✓ Auto Surveys
✓ Room Status Updates
✓ And. A. Lot More.
Hospitality phone systems powered by Magic Apple are specifically designed for seamless integration with PMS and CRM software, enhancing the hospitality experience and streamlining hotel operations.
Take the Next Step with Magic Apple
Start Streamlining Operations, Wowing Your Guests, and Ooing and Ahhing Over Your Very Full Books!
Upgrade your hotel’s communications system with Magic Apple’s cloud-based hospitality phone system today so you can start crushing the competition (in a hospitable way, of course) and take your bottom line all the way to the top!
Check out all the benefits of Magic Apple’s hospitality phone services and contact us to get started on your journey to delivering exceptional service that’s second to none.
Want to explore more? See how our omnichannel solution can really beef up your hospitality game.
