Hotel/Motel Phone System Case Study
Current Situation:
Their old phone system printed accounts onto a dot matrix printer. They had a phone in the front reception desk as well as a phone in the live in managers apartment.
They used room master as a front of house package.
After hours the phone still rang and they could get calls at any time of the day or night. They used mobile phones to talk to staff, and housekeeping, around the property and although this was expensive they had no choice.
They all answered calls and did not have a dedicated receptionist and it was common for the phone to be ringing whilst they were dealing with a guest or taking another booking.
Guests don’t use the phones as much as they did and keeping costs down was a must. |
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The Brief:
To have a system that:
- Cut costs where possible
- Inexpensive solution
- Allowed mobility
- Deal with calls better
- Integrate with room master
- Makes them sound more professional
- Easy Finance options
The Solution:
- Phone System – LG Aria 130c with hospitality software
The LG Aria 130c with the hospitality upgrade was a great solution.
- Contacting staff around the premises
We connected four 5.8 GhZ Panasonic cordless phones that give them perfect coverage. This allows them to communicate with staff around the property at no charge as well as transfer calls if need be. It also allows management to take a cordless phone with them and answer enquiries if they are not at home or on the front desk. This has saved time, frustration and money!
- Keeping costs down step 1
Rather than put new phones in the rooms we only replaced the ones necessary as they were still in working order and looked good.
- Better call handling (juggling)
Here we installed an Auto Attendant that now acts as a backup for staff answering the phone. Rather than staff having to stop a call to answer another, or interrupt a guest, the Auto Attendant now answers after 6 rings and says “Thank you for calling ABC Hotel, your call is important and we will be with you in a moment”. This ensures they never miss calls, and it sounds incredibly professional.
- Integrating with Room Master (or other front of house packages)
The Aria 130c hospitality package has been designed to integrate with a whole host of front of house packages for accommodation venues. This means that you can print, on a normal printer, the clients phone bills as well as a whole host of other features like turning phones on and off with the click of a button, wake up calls, mini bar charges and so much more. Download a hospitality brochure for yourself and see what a tailored solution can offer your hotel/ motel.
- Staff taking hand written messages for each other.
We installed Voicemail so that customers now leave messages for a specific person should they need to. They no longer have to take messages for each other and this has saved time and money!
- Answering machine after hours
The Auto Attendant now also professionally answers after hours. The system can even answer multiple calls at once and callers leave messages that a nominated staff member listens to every morning. This has stopped callers ringing at all time of the night! If it is an emergency callers can still be transferred through to the managers.
- Sounding more professional
Here we installed Professional Messages On Hold – this capped off the solution and made their business sound incredibly professional. They now tell callers about all the various destinations they deal with, travel insurance, FAQ and so on and clients don’t mind waiting anymore… Read more
Adding the cordless phones cut unnecessary mobile calls. To help cut more costs we also provided the client with fantastic call rates that came with:
- No contracts.
- No flag falls
- No Minium charges
These rates slashed their existing bill by 48% and these savings more than paid for the rental of their system! Read more
The client decided to rent their phone system for 3 reasons:
- To preserve their cash flow which is important in their business.
- Their monthly rental payments are tax deducible
- Renting offered them flexibility to add things in the future – more handsets etc. Read more
The staff really appreciate the mobility the cordless offers them and the “Auto Attendant is so much better”. They sound more professional and the solution not only saved them money it has made them more efficient as well. A job well done.
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