PBX Phone Systems: Hospitality Features
While today’s guests rely heavily on their mobile devices to stay connected, the right hotel phone system plays a vital role in allowing hotels to remain competitive. The right hotel phone system helps hotels to improve the customer experience and allow team members to stay connected regardless of their location. PBX (Private Branch Exchange) is a privately managed telephone system that is primarily used by hotels and other businesses. PBX phone systems allow hotels to handle guests’ requests more efficiently and offers features that helps to connect team members, that increases the productivity of staff, and that creates a safe and enjoyable hotel experience for guests.
Hosted vs. On Premise PBX
Traditionally, the hotel PBX has been managed on-premises and connects via a Public Switched Telephone Network (PSTN) with the use of traditional phone lines. The internet and WIFI have become the most important means of communication for hotels and have provided other options of managing hotel phone systems. Hosted PBX phone systems are cloud based and rely on an internet connection instead of traditional phone lines. Hosted PBX require S.I.P. Trunking (Session Initiation Protocol) to be in place, on-premise PBX can also utilize S.I.P. Trunking to modernize phone systems and remove the need for traditional phone lines, allowing calls to be placed over an internet connection.
PBX Hospitality Features
Incorporating the right features for your hotel phone will help hotels to operate more efficiently and will have an impact on the guest experience. Phone features allow front desk staff to offer guests a more personalize experience. When calls are placed to the front desk, the guest’s information is automatically displayed allowing the front desk agent to offer a personal greeting. The right PBX phone features will help hotels operate more efficiently while increasing guest satisfaction.
Phones Systems Display Guest Information:
· Name
· Native language
· VIP status
· Outbound dialing permissions
· Unlimited wakeup calls
Emergency Dialing
Hotel phones must comply with 911 dialing laws by enabling phones to directly access 911 and show the caller’s exact location during an emergency call.
Voicemail to Email Forwarding
The voicemail to email feature transcribes voicemails to emails and allows hotel staff to receive voicemails directly to their inbox. Emails are routed to the appropriate department and will include the caller’s information.
Auto Attendant
The auto attendant feature reduces the number of missed calls and voicemails by ensuring that calls are always answered by directing calls to an available staff member. The feature uses a prerecorded menu to give incoming callers information and directs them to different departments.
Interactive Voice Response
An Interactive Voice Response (IVR) functions similarly to an auto-attendant but uses your voice to route calls to the appropriate department instead of pressing numbers. IVR menus can expedite incoming calls, route calls and schedule a call back.
Call Routing & Queue Management
This feature allows callers to be placed in a queue when an employee is not immediately available to take their call. An automated message notifies callers of their position in the queue and lets them know their expected wait times. The call routing feature allows calls that are sent to the wrong department to be diverted to the most appropriate department without the need for callers to rejoin the queue.
Call forwarding
Call forwarding diverts calls from office phones directly to your mobile phone without interruption. This feature allows employees to work from home or to work from different locations.
Ring Groups
Hotels can select multiple locations for incoming calls, calls can be sent to mobile phones, office phones or routed to another location all at the same time. Phones will ring at all locations simultaneously, allowing employees the opportunity to answer essential calls, as well as stay on top of guests’ requests.
Call Reporting
Call reporting can be used to analyze data, such as call frequency, the number of missed calls and customer behavioral patterns. This feature can be utilized to make staffing improvements or to show the effectiveness of marketing campaigns.
Free Local and Toll-Free Numbers
Callers may be hesitant to answer calls from an unfamiliar area code and may also incur charges when calling a business. Toll-free numbers ensure that no extra fees will be charged when calls are made from landlines.
Call Recording
Call recordings can be used to train staff on how to properly respond to customer inquiries. Call recordings are saved for months and allow hotels to go back and listen to calls. This feature allows hotels to hold staff accountable, as well as to minimize legal risks.
PBX Hospitality Features for Guests
Audio & Video Conferencing
This feature is beneficial for both travelers and hotels, it allows guests working remotely to keep in touch with team members. Hotels can also use the audio and video feature to host virtual meetings with their employees.
Mobile Capabilities
PBX phone systems can extend communication capabilities to mobile devices, allowing hotels to support guest smartphones while on property.
Wakeup Call in Native Language
Travelers from all over the world stay at hotels, this feature allows guests to receive wakeup calls and voice mail prompts in their native language.
Unlimited Wakeup Calls
Unlimited wakeup calls can be scheduled according to the guests’ preferences. Guests can customize wakeup calls to send alerts daily, on weekdays only or on weekends only.
Wakeup Call Options
Wakeup options can include a snooze option, guests can be provided with the weather forecast and can also be transferred to room service options.