When choosing a phone system for your hotel, it’s important to find a platform with the features and communication channels your staff and guests require. Next, consider factors including each platform’s interface and usability, customer support and overall reputation among users.
Essential Hotel Phone System Features
A hotel VoIP phone system typically relies on an IVR menu, basic call management tools and phone-line extensions. However, many hotels also utilize extra features such as SMS, CRM software integrations and team collaboration channels.
Here’s a look at the key features to prioritize for your hotel phone system.
- Unlimited calling area: A provider’s unlimited calling area is critical in allowing your staff and guests to make and receive calls across a geographical range. Most providers offer unlimited calling in the U.S. and Canada, though some add up to dozens of international countries.
- IVR menu: IVR menus let you create a self-service menu that receives inbound calls and provides callers with options of departments or lines within your phone system. You can create a call flow of users, departments and guest rooms for inbound callers to reach.
- Ring groups: Ring groups let you link phone numbers together to ring in unison. This feature can bundle staff members into departments, increasing the likelihood that someone is available to answer calls.
- Phone line extensions: Extensions let you connect multiple phone lines or hardware phones to a single number. Inbound callers can reach extensions through IVR, or a staff member can transfer calls to extensions. Typically, hotels assign an extension to each guest room, enabling inbound and outbound calls through the front desk.
- SMS texting: Hotels can use texting for many use cases, such as requests for room service or sending items to a room. SMS also enables automated services such as check-in confirmations, checkout reminders and billing updates. Some VoIP providers limit each user’s monthly SMS, while some support unlimited texting.
- Call transfer and forwarding: These essential call controls enable front-desk workers and staff members to transfer active calls to other lines or extensions in your phone system. This is valuable when inbound callers want to connect with particular staff members, rooms or guests.
- Third-party software integrations: Each phone system integrates with distinct software systems, linking functionality across platforms. CRM integrations such as Salesforce and HubSpot can help you automate customer communications, while property management software integrations can sync hospitality-specific information such as billing, check-in, etc.
Ease of Use
Your VoIP platform must be easy for administrators, managers, staff and guests to use. A phone system’s interface must enable users to easily make calls, answer inbound calls and transfer active calls to other users. Supervisors must be able to manage staff members’ phone numbers, guest extensions and IVR call flows.
Further, the VoIP system should be easy to implement, with a streamlined and guided process for purchasing new numbers and assigning them to users. Look for a phone system with desktop and mobile apps that are visually appealing and comfortable to use. Check out the dashboard, messaging screen and active call interface to make sure that all the tools feel intuitive.
Customer Support
Since telephony plays a critical role in hotel communications, it’s essential that you can contact your provider’s customer support through multiple channels. Support agents can assist with issues including setup, software integration, demonstrating how to use certain features and working through service outages.
Ideally, your business phone system includes 24/7 live customer support by phone, live chat and email.
Reputation
When choosing a phone system, it’s helpful to learn from users’ experiences and reviews, such as those posted on review sites. Reviewing a software’s overall score and commonly used phrases can be helpful in confirming your top choice.
Further, a higher number of recent online reviews tends to indicate that a product is popular and more likely to be actively updating its software.