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www.hospitalityupgrade.com/...n-Hotel-Telecommunications.asp
hospitality software technology Module 2
shared by sbaut010 on 15 Jan 20
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Divestiture (the birth of the need for PBXs) was as far before the year 2000 as we are now past it and still hoteliers install dial tone as the main staple to their communication plan. Hotel telephony needs to become a communication platform addressing multiple service and marketing touch points on various devices – hotel provided and guest owned.
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Divestiture (the birth of the need for PBXs) was as far before the year 2000 as we are now past it and still hoteliers install dial tone as the main staple to their communication plan. Hotel telephony needs to become a communication platform addressing multiple service and marketing touch points on various devices – hotel provided and guest owned.
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I had not thought of PBX as outdated until I read this. PBX systems and operators have been so iconic within the hospitality industry, for the last few decades, that it is kind of hard to think about the industry as a whole without them... That being said, I think we can all agree that hotels are ready to ditch this antiquated telecommunications tool, and customer service would be better for it. As great as it is to listen to smooth jazz while you wait for a representative or leave your voicemail after the tone, it would be even better to use any other platform as means of contact with the company. Automated responses and announcements could be sent immediately to the guest and employees throughout an internet based system; no more pesky phone lines.
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Spoiler alert: As an industry we’ve waited so long to get out of PBXs that a single hotel communication platform, is really no longer feasible.
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It will communicate with the guest at the moment of their need just like a friend would.
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Can you imagine your sales staff calling guests in their rooms to inform them of a discounted room rate on their next visit, or to tell them that the special in the restaurant tonight is lasagna? Hoteliers use the guestroom phone less than guests do. If, arguably, 98 percent of all SMS messages received are read, and 90 percent of them are read within the first three minutes of receipt, why are we still spending money on an antiquated, dial tone-generating device in the guestroom?
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We need to move straight on to having hotel companies plug into enterprisewide, preferably global, telecom platforms which have hotel feature sets included. Today’s headlines all center on personalization, guest life cycles and guest experience. None of the stories include hotel phone systems. Why not? Because a premise-based phone system is about as capable as a first grader in college, and hosted systems today aren’t much more mature.
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