Page 1 - 3CX Q2 2015

Drill Down

A Special Report from Telecom Reseller

Hotel phone systems –

GALEA
10 Keys to customer
by Nick Galea,
CEO of 3CX

service & sales
oteliers tend to neglect the importance of H
the phone system these days. hinking
customers use their mobiles, the phone
system is seen as a cost centre rather than
a proit centre. But even though the phone
system is indeed used less and less by guests
to make outbound phone calls, it plays an
increasingly important role in providing good
customer service. And with a bad Trip Advisor
review quickly translating into lost revenue,
the Hotel PBX will prove itself as a proit centre
quickly.
So how a modern IP can based Phone
System help hotels work more eiciently whilst improving customer service? Here are 10 ways
how:

1 – REDUCE WORKLOAD
FOR YOUR FRONT DESK
No more unnecessary re-directing of calls
Guests understandably have questions but
timing may be awkward for a busy reception
desk. Poorly conigured phones with unclear
dial plans will cause more calls to front desk
and increase workload. With the increasing
importance of eiciency and guests being
impatient to check in or out, receptionists will
all too easily not take that guest call – making a
poor impression on the customer
2 – ROOM SERVICE
NOT ANSWERING?

Don’t lose revenue, queue that call! How many of your guests have called room service and
not gotten an answer? Well that’s lost revenue
right there. And with room service staf busy
preparing orders it’s not unreasonable that a call
is missed or not taken in time. Why not queue
the call, inform the customer that he or she is
going to be serviced soon and promote the daily
special? And give room service personnel time
to answer the call.

3 – ROOM RESERVATIONS
DIFFICULT TO REACH?
Don’t lose that booking! Why lose a booking
because of your phone system? Reservations or
front oice might be too busy to take the call –
but that’s no reason to lose a booking and down
your occupancy rate. Queue the call, inform the
customer of the latest ofers – worst case have
the phone system record the customers number
automatically, send an email to reservation
staf and allow them to call back and keep the
revenue.

Even though the phone
system is indeed used less

and less by guests to make
outbound phone calls,

it plays an increasingly
important role in providing
good customer service.

Galea continues on page 4 ››

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