Unified Communications

Unified Communications in Hospitality

By Team CounterPath

Unified Communications in Hospitality

In the past we have shared and talked about different industries like education, healthcare and finance that can all reap the benefits of implementing a unified communications solution in their organizations.

Today it is the hospitality industry’s turn to be featured. Last year, research done by Hospitality Technology triggered the “Customer Engagement Technology Study.” The study indicated that close to half (47%) of hotels plan to use tablets for check-in procedures in the short term, and 71% of respondents are motivated to use mobile technology to enhance customer experience and satisfaction.

The main takeaway is that mobile and cloud-based unified communications are becoming the norm in the hospitality industry.

In order to remain competitive, more and more hospitality organization are moving their guest management and communications processes from legacy systems to premise-based or cloud-based PBX platforms.

Embracing cloud-based PBX systems alongside Unified Communications solutions will unlock a myriad of benefits to any hospitality organization.

Improved guest communication

Currently the only point of contact with a guest room is through the telephone, television system or physically knocking on the door. The implementation of a unified communication solution will open the realm of possibilities for guest-management interactions.

Voice and video calling will enable a warmer staff-guest interaction, instant messaging will allow guests to ask any questions and receive timely answers, and real-time presence management can positively impact housekeeping operations by knowing when guests are in the room or when they are out. These are only some of the possibilities.

Unified Communications in Hospitality

Enhanced productivity

Hospitality is inherently a mobile industry. Assisting guests throughout the property, cleaning and inspecting rooms or performing maintenance all require associates to be away from their desk. As such, communication with their colleagues or superiors can potentially suffer. A unified communications solution will solve that problem by allowing mobile connectivity on any device.

Imagine the positive impact on hotel operation productivity when an organization is able to transition staff from mobile phones and walkie-talkies to all-in-one devices that combine voice, video, presence, messaging and other services.

Lower cost of ownership

Unified communications have effectively disrupted the cost structure of communications services. In many cases, pricing structures include the costs of ongoing maintenance, management and support; installation fees; employee training for all aspects of the new system; and equipment housing and power.

More importantly, unified communications also reduces (or eliminates) the need for a complex location-based telephony network, giving way to communication systems that can be integrated across property locations.

Unified Communications is applicable to almost any industry. Hospitality may not be one that you would have thought about, but the benefits from UC can be very impactful.