4 min
Hotels that use a modern cloud communications platform to manage phone calls, messages and customer interactions already have a competitive advantage.
By operating in the cloud, the hotel or resort can track guest communications across multiple channels while keeping staff informed of customer needs. This investment can increase hotel growth while reducing long-term communication costs.
What Are the Benefits of Moving Hotel Communications to the Cloud?
1) Communication Cost Saving
Moving to a cloud PBX system (also called virtual phone system or VoIP) can significantly help reduce costs. How does it work? The cloud eliminates the need to host expensive communications server equipment on site.
A cloud PBX system enables hotels to be more profitable and flexible, while giving staff access to all the business communication services they need to create seamless guest experiences. With the VoIP SoftPhones, call forwarding, and direct routing capabilities of Microsoft Teams, you can maximize your communications budget by reducing the number of on-premises teams needed to make sales and support calls and reallocating those resources.
Furthermore, when it comes to the cost savings of a cloud-based VoIP system, it is not only the hotel that saves money; it also reduces the cost of international long distance calls. Guests should know that they can keep in touch with business associates and loved ones around the world for less while traveling thanks to a modern and efficient phone system.
2) Easy Maintenance
The cloud service provider automatically handles all system maintenance and updates. If there is a problem with the system, cloud communications providers have support teams on standby 7/24/365. Plus, fail-safe servers in multiple locations always back cloud-based PBX systems; meaning hotel communications won’t be interrupted while your provider resolves the issue locally.
3) Access to More Robust Business Communication Services
- Call Analysis: To improve customer service KPIs.
- Call Queue: To queue callers while they wait their turn to connect with an agent.
- Call Routing: To get guests to the person who can help them in the fastest and most effective way.
- IVR / Automated Attendant: To help calling customers resolve requests or problems quickly while freeing up staff time to help other customers, or guide them to the right department for more complex inquiries.
- Training: To educate new staff members on the hotel’s service standards and provide veteran employees with an additional refresher.
- Call Transfers: To transfer callers to a department or manager who can better resolve a customer issue.
- Software Integrations: Cloud-based VoIP phone systems use software to automatically send call and customer data to your CRM, help desk, or other productivity tools. This integration between phones and databases helps to personalize customer service.
In short, modernizing international hotel communications by moving to the cloud unlocks a portfolio of business services that should be used to thrive and improve customer experience (CX).
4) Improved Customization Opportunities
A modern cloud-hosted PBX allows the hotel to share guest data between its departments to anticipate their needs. Hotels and resorts that collect customer data from phone conversations, app usage, or website behavior can use it to create personalized experiences.
5) Consolidation of Services
A unified communications (UC) platform like UCaaS improves employee productivity. When databases and communication systems are all interconnected, workers are empowered to solve problems and satisfy customers by giving them all the information they need. When an employee has a guest’s history, they are more likely to find a solution that satisfies the customer and encourages them to visit the hotel again.
6) Improved Scalability
If you need to scale the number of lines in your hotel network, you can easily do so with a cloud PBX system. Your VoIP hotel communications provider can add phone lines to expand your services or properties with just a few clicks within the supporting software. If you’re converting rooms for other purposes, the process of “reconnecting” the phones is just as quick. Cloud communication systems can support hundreds to thousands of phone lines at minimal cost.
7) Safer Face-To-Face Experience
Due to the pandemic, hotels and resorts are providing safe travel options for their guests. Whether it’s offering smartphone apps, digital room keys, or concierge services, hotels meet guests where they’re needed. The apps provide a level of comfort and convenience for customers while promoting the hotel as a healthy and safe place to stay.
Additionally, smart hotels are promoting their highest cleanliness standards to their customers through their IVR. When guests call the hotel, interactive voice response (IVR) software can be set up to send them a voice message informing them of the resort’s strict hygiene and cleanliness practices.
In conclusion, as the guest experience at a hotel or resort continues to be enhanced to meet the demands of modern travel, it makes sense to include your property’s communication systems in those upgrades. A cloud-hosted PBX or VoIP phone system offers benefits for both your staff and guests.
Cloud-based communications offer a robust portfolio of services to help the hotel better understand its customers and meet their expectations.
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