As hospitality brands continue to consolidate, it has become apparent that some aspects of a brand acquisition can be challenging. Hotel brand IT teams are often sent scrambling following the addition of a new chain of hotels that comes with different communication technology. Implementing unified communications is the answer.
When a hospitality company adds a new brand to its portfolio, those locations must be added cost effectively and without interruption to their services. Incompatible communications technology can be a major challenge for IT teams. Many hotel chains rely on traditional private branch exchange (PBX) systems, which are aging and can be costly to maintain. Here are some ways these challenges can be handled:
A variety of systems in different locations: Unified communications allows each hotel brand to offer the unique experience its guests expect. A single system can support each location, with different customer relationship management (CRM) tools and property management solutions. This means that customer service personnel can offer a particular experience for that brand, but the IT team is able to access the management and visibility they require in a central location.
Virtualized technology: The entire system for unified communications is based on virtualization. This means that hotels spend less on servers, networks, and even the maintenance required to keep physical devices in good working order.
Interoperability: Acquiring a chain of hotels often means acquiring a set of old physical hardware. With unified communications, those aging handsets integrate perfectly with new technology, even as they vary widely by age and manufacturer.
Scalability: One of the major benefits of any cloud technology is its scalability, but for hotels that undergo frequent acquisitions and may add dozens of locations at once, scalability is an important feature. The payment model for unified communications is subscription-based, and you only pay for the number of users you need. Subscriptions can even be adjusted for the seasonality that occurs with the hotel industry.
Personalization: With unified communications in place, hotels can offer an experience to their customers using their own CRM and personalization for their particular needs. Personalization is a big factor in customer satisfaction, so knowing that a guest consistently requests a particular room is critical for success.
Customers also prefer to contact hotels in a variety of formats, including email and text conversations. Unified communications allows for hotel personnel to access the entire history of a particular customer’s interactions through a single application.
Unified communications offers a variety of benefits to hotels, including solving many of the most common challenges of mergers and acquisitions. To learn more about what this technology can do for your enterprise, contact us at Compass Solutions.