PBX Phone Systems: Which is Right for Your Hotel?

What is the Right PBX Phone System for Your Hotel?

Hotel PBX Phone

What is a PBX Phone System?

Private Branch Exchange, more commonly known as PBX is a privately managed telephone system that is primarily used by hotels and other businesses.  PBX enables internal and external dialing and allows hotels to manage calls with features such as call routing and queue management.  The hotel phone system is no longer the center of communication, as most guests rarely utilize their hotel phones.  But the right hotel phone system will play a vital role in connecting team members, in enhancing the guest experience and will improve the productivity of staff.   

What is an On-Premises PBX Phone System?

Traditionally, the hotel PBX has been managed on-premises and required the monitoring, the upgrading of technology, and troubleshooting by the hotel’s IT department.  Traditional PBX connects via a Public Switched Telephone Network (PSTN) with the use of traditional phone lines.  All hardware is on-site with an on-premise PBX, the options to upgrade service may be limited and may require expensive hardware.

Upgrade Your Phone Systems!

What is a Hosted PBX Phone System?

Hotel PBX Phone 1

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 service require a monthly support cost and phone systems are covered under a service agreement that includes upgrades at no additional cost, allowing hotels to offer the latest technological features.  Service providers can offer hotels a fully managed PBX phone system that decreases costs, reduces the burden placed on IT departments and offer more innovative features while improving service.

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.  S.I.P. Trunking is a process by which business telephone systems can operate using an existing internet connection, instead of a traditional phone line.  SIP utilizes VoIP (Voice Over Internet Protocol) to move your PBX phone calls over an internet connection.  This allows your PBX to connect with a Public Switched Telephone Network (PSTN) without the use of traditional phone lines.

Benefits of a Hosted PBX Phone System

Hotel PBX phone 2

Consulting with an experienced Hospitality provider can help hotels to make an informed decision as to what PBX phone system best fits the needs of their business.  Using a PBX phone system that is IP based allow hotels to offer guests the latest technological features and removes the need for on-site maintenance and expensive hardware that are normally associated with on-premise PBX.

Comply with Federal laws
A hosted PBX phone system allow hotel phones to directly access 911 in the event of an emergency and comply with 911 emergency dialing laws.  RAY BAUM’s Act requires that after January 6, 2021, that hotel phone systems be programmed to show the caller’s exact location during an emergency call.  And Kari’s Law requires that after February 16, 2020, that all IP- enabled phone systems be programmed to alert the front desk and emergency services of a 911 call.

Improves Efficiency and Productivity 
Hosted PBX enable employees to work more efficiently by giving them access to the hotel’s system through a mobile application, allowing them to work from anywhere.  Employees will be able to stay in contact with their team through the conferencing and business messaging features.

Cost Effective
Hotels can avoid the cost of purchasing and installing expensive hardware and reduce the burden placed on IT departments to maintain PBX systems.  Pricing is predictable and allows hotels to add and remove features as their business needs changes.

Integrates with Existing Systems
Hosted PBX service integrates with existing systems, such as calendars, email, and CRM systems.

Offers Scalability
Hosted PBX provides hotels with plenty of options to tailor their phone service to instantly add or remove lines, to add additional services and to add the latest features as the need arises.

Improves Customer Service 
Hosted PBX allows hotels to manage calls with features such as call routing for inbound and outbound calls. Employees can also manage chat, web and email requests to offer customer assistance in a timely manner.

Streamlines Communication Systems
Hotels can consolidate all their communication needs in one place and use the same network for voice, video conferencing, instant messaging and other features.  There is no need to subscribe to multiple services, as businesses grow, features and services can be easily added or removed.

Reliable Phone Service
SIP Trunking is required for hosted PBX phone systems and allow hotels to provide reliable phone service that can be rerouted in the event of a power outage.

Offers Security
Hosted PBX rely on your internet to provide service, so it’s important to ensure that your hotel’s network is secure.  An experience Hospitality provider will ensure that systems are maintained and updated to offer hotels a PBX system that is reliable and secure.

Reporting Capabilities
Hosted PBX allow hotels to keep track of sales and marketing campaigns and analyze call records to see what areas of customer service can be improved upon.

Benefits of an On-Premises PBX Phone System

Hotel PBX phone 3

There are several compelling reasons to adopt an on-premises PBX solution and a knowledgeable Hospitality provider can help you make the right choice.  If you are weighing the benefits of a PBX that is kept and maintained on your premises instead of hosted by your providers, there are various benefits to consider.

Lower Running Costs
On-premise PBX typically has a lower cost in the long run and the use of SIP Trunking can help hotels to reduce costs.  It is a good option if it will cost your business less to manage an on-premise PBX system and associated trunks, than it would to retain a hosted license for each user.

More Control
An on-premise PBX could be the right solution for your hotel if you prefer to own your own hardware instead of paying a monthly fee to use the equipment that is hosted.  Owning your own network and server systems and keeping them on-premise gives you more control.

Reliable Service
On-premise based PBX ensures that phone service is available even in the event of an internet outage and allows hotel operations to continue without disruption.

Customizable Security
An on-premise PBX solution can be beneficial to your hotel by allowing your experienced IT team to determine the level of security that will meet your needs.  This gives your IT department the ability to manage phone systems by applying their own customized solution.

Choice of Platform
On-premise PBX gives hotels the option to choose from a range of manufacturers, such as NEC, Panasonic, Unify, Avaya & LG.  Many of the hosted PBX solutions utilize the same underlying technology platform.

Next Post
In-Room Entertainment Solutions
Previous Post
What Hotels Learned from COVID-19