The Challenge
A group of four boutique hotels was running an old phone system at each property. Room phones were outdated, wake-up calls were set by hand, and room call charges weren’t linked to the booking system, so charges were often missed at checkout. Reservation calls went to whichever front desk was free, and during busy check-in times many booking calls went unanswered, meaning lost revenue.
Our Solution
Telco moved all four hotels onto one cloud phone system linked to their property management system (PMS). Room phones now update automatically on check-in and check-out, wake-up calls are scheduled from the front desk screen, and call charges post straight to the guest’s bill. We set up one central reservations number that rings a dedicated booking team first, then overflows to front desks across the group. Housekeeping and maintenance staff got mobile handsets so they can be reached anywhere on the property.
The Results
- 35% more reservation calls answered, turning missed calls into bookings
- Room call charges captured automatically on every bill
- Wake-up calls and room status handled without manual steps
- Staff reachable anywhere on site, with faster response to guest requests
