Hospitality Phone Systems in the Cloud: VoIP for Hotels & Restaurants
Marriott and E&J Gallo Winery use Telzio for their business phone systems. Learn how a cloud-based PBX helps hospitality businesses cut costs and deli
Companies like Marriott and E&J Gallo Winery use Telzio to run front desk and back office communications from a single, centralized phone system, with no physical hardware required, across every location. Through automated attendants, call queues, and flexible call routing to mobile and desk phones, hospitality providers connect to customers more efficiently. Hotels, wineries, and restaurants ready to move beyond outdated systems turn to Telzio for a modern, cloud-based phone system built for the demands of hospitality. In this article we cover the key benefits of a virtual phone system, opportunities for integrations and campaigns, and recommended phones.
VoIP for the Uninitiated
Efficient communication and guest services are cornerstones for hotels and hospitality. VoIP technology has evolved rapidly, and for hospitality businesses, ignoring it is no longer a viable option. VoIP continues to lead the world of business telecommunication due to its cost-efficiency, features, reliability, and flexibility.
Switching to a cloud-based phone system can be the upgrade that improves your guests' first impression, before they even walk through the door. All while keeping costs low so you can reallocate funds for other investments that strengthen your position in hospitality.
“Voice over Internet Protocol” is the process where your voice is transmitted through a digital signal via an internet connection. It adapts to the proper end signal based on the receiver’s mode of communication. So if the people you are contacting are using a traditional landline then the signal will translate itself to match. In the case of those that are also using VoIP or perhaps software, the signal stays the same. In either case, what a caller will hear is high-quality voice audio that can be superior to landlines.
Related: What is a Cloud PBX?
Lowering Costs
When integrated with a traditional PBX, your system is bounded by the limits of wires, space, and special hardware that make up the telephone system. Expanding the number of phone lines would incur more costs from your phone company. Setup and maintenance fees are routine and place an added layer of financial burden. Add in the lost time from repairs or upgrades, and you’ll be looking at a negatively impacted earnings report. So rather than becoming tethered by physical phone lines, you can utilize what all modern hotels already have, an internet service.
For hotels, the phone system is often the first point of contact with a guest. Getting it right can mean the difference between a confirmed booking and a lost one. Through a VoIP phone system, you gain all the features a traditional PBX system offers while avoiding the downsides and high costs. So the only thing you need is a decent internet connection.
Additionally, certain VoIP providers offer cost-saving features such as free unlimited users, virtual receptionist, and online fax, among others. Traditionally, to expand users or lines, you would need to have technicians come in to add in lines through the building’s infrastructure. With VoIP services like Telzio, you can have new users ready to go in mere minutes.
Minimize System Maintenance
Downtime is costly for any hospitality business where guest satisfaction depends on seamless, always-on communication. Maintenance is a given for both traditional and digital, the difference is that traditional phone systems require a technician to be on-premise. Whereas all the troubleshooting conducted from your VoIP service is performed remotely. Most often, updates and maintenance are carried out in the background as needed so you never have to worry about upkeep. This helps to keep your business running without any gaps in services.
Related: Setting up a Support Line in 3 Steps
Maximize Bookings and Reservations
Hotels handle a high volume of daily calls from reservations, event planners, and guest inquiries, and every missed call is a missed opportunity. Serving everyone in a timely manner is not optional, it is a competitive advantage. Fortunately, VoIP has several features that can make sure every call is answered.
Interactive Voice Response (IVR) or Auto Attendants is an automated system that helps manage incoming calls by directing callers to staff that best fit their needs. Queues place callers in a virtual line until the next agent can assist, with options to inform callers of their position in line and hold music. If all available on-site staff is busy, you can even utilize the forwarding feature to transfer a call to a specialized remote worker. Callers would be oblivious to the fact that they are even speaking to someone off-site from hotel premises. This is all to ensure that everyone connects to the right person.
Related: How to Set up a Phone Queue
Be More Than a Continental Breakfast
Hotels cater to guests all around the world from all walks of life. International calling costs have traditionally been a barrier for businesses trying to reach a global guest base. Telzio remedies this with custom, usage-based pricing. This benefit can also be passed onto guests and can be especially useful for traveling business people who need convenient access to long distance calling.
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Measure the Success of Promotional Campaigns
Running marketing campaigns is a great tool in attracting clients all around the world. Telzio allows you to designate virtual phone numbers for the sole purpose of a promotional piece, and use these numbers across multiple channels for mail, television advertisements, websites, etc. Telzio's built-in call analytics give you real-time insight into customer behavior and campaign performance, so you know exactly which channels are driving bookings. You can also take advantage of features like SMS and CRM integrations to truly bring your business to the next level.
Personalize Customer Service
Various CRM tools can be integrated with your Telzio VoIP service which allows you to gain insight into the wants and needs of your clientele. This will help your staff like concierge or reservations to see data that pertains to each guest’s names, special needs, reasons for travel, and history with the hotel. The integration of a cloud-based CRM service to your virtual PBX gives your staff more information, further personalizing experiences for current, returning, and future customer experiences. That level of personalization turns a one-time guest into a loyal, returning customer.
Which VoIP Phones to Choose From?
As VoIP continues to grow in usage across industries, so do the available equipment that complements your communication solution. The hardware options aren’t just your run-of-the-mill business phone. Each is made to bring out the best qualities and features that make VoIP a strong contender. Several brands are vying for market share, some well-known like Cisco and Polycom. However, there’s been a gradual shift in value per performance from companies like Yealink.
Alternatively, users can call through the Telzio Webphone from their browser, with no installation required.
Enter the Yealink T19P E2, one of the best entry-level VoIP phones that host features that can punch above its weight. This is a great budget-friendly choice for front desk or concierge. Notable features are an LCD screen, power over ethernet, and headset support.
If you’re interested in the best bang for your buck, look no further than the Yealink T54W with Wifi. This IP phone exemplifies the full capabilities of what a VoIP phone service is made of. It boasts a large color screen and easy access to BLF keys. Built-in Bluetooth and Wifi for options to have fewer wires cluttering your desk space. HD Voice and can support up to 16 SIP accounts. One of the best benefits is it’s easy to configure remotely through auto-provisioning. IT managers can have your device set up from any location or have the phone automatically be configured as soon as it’s connected to the internet.
These are two options that work well for front desk and back office operations. For a closer look at how these phones perform in a real hospitality setup, check out this video.
Guests expect fast, seamless communication from the moment they reach out. The right phone system makes sure your team is always ready to deliver. These are just some of the ways a cloud-based phone system gives hospitality businesses a real edge over outdated landline setups. You can explore more of the many features Telzio has to offer and see how they can elevate the experience for every future guest.
