Common Pitfalls When Upgrading a Hotel Telephone System (And How to Avoid Them)
Switching to a new hotel telephone system is a smart move. It keeps calls clear, connects with your PMS, and helps staff respond to guests fast. But an upgrade can bring problems if you don’t plan carefully. Some hotels jump in too fast. Others forget small details that cause big headaches later.
Here are the most common mistakes hotels make when upgrading their phone system and what you can do instead.
Pitfall 1: Waiting Until the Old System Fails
Many hotels continue to operate an outdated telephone system until it fails. Maybe parts get hard to find. Maybe calls drop more often. Some systems, such as older NEC PBX units, reach the end of their life. This means no more updates or support.
When the system fails, the fix becomes an emergency. Guests get frustrated when calls drop or wake-up calls do not come through. Staff scramble to address problems manually.
How to Avoid It:
Check the age of your phone system now. Make a plan before it fails. Know when your system hits end-of-life. Talk with your IT team. List what you want next, like PMS integration, video calling, or guestroom controls. Upgrading on your timeline keeps you in control.
Pitfall 2: Not Checking PMS Integration
Your phone system and PMS must work well together. PMS integration enables staff to view guest names, room numbers, and special requests during calls. If you skip this, your team may have to enter updates manually. This takes time and leads to mistakes.
For example, a guest calls to ask for a late checkout. If the phone system is not linked to the PMS, the front desk may forget to update it. Housekeeping shows up too early. The guest feels annoyed.
How to Avoid It:
Ask if your new hospitality phone system connects smoothly with your PMS. Test it before you switch. Make sure it updates guest records in real time.
Pitfall 3: Ignoring Network Strength
Modern phone systems use IP networks or Wi-Fi. If your hotel’s network is slow, calls can drop or sound fuzzy. This situation worsens if guests stream videos or use smart devices simultaneously.
How to Avoid It:
Check your network first. Can it handle multiple calls and data streams simultaneously? If you plan to add features like video calling, your network must stay strong. Upgrade your internet if needed, so calls stay clear.
Pitfall 4: Forgetting Staff Training
New tech only works if your staff know how to use it. Some hotels install a new hotel telephone system but skip training. Then the staff do not know how to transfer calls, handle voicemail, or help guests with in-room phones.
This slows down service and frustrates guests. One missed call can turn into a bad review.
How to Avoid It:
Train your staff before you go live. Teach them how to handle guest requests. Demonstrate how the system integrates with the PMS. A concise, straightforward guide helps everyone stay prepared.
Pitfall 5: Doing It All at Once Without a Plan
Upgrading every phone line in the hotel on the same day is a high-risk endeavor. If something breaks, you lose service for all guests at once. Some hotels do not plan for this and end up with no working phones in busy seasons.
How to Avoid It:
Work in steps. Upgrade a few floors or one wing at a time. Test each area before proceeding. Keep your old system running in other areas of the hotel until the new one is fully operational.
Pitfall 6: Not Thinking About Guest Experience
It’s easy to focus on the tech and forget the guest. Guests should not struggle to use the new phones. They need clear buttons and easy instructions. If you add video calling or voice controls, show guests how to use them.
How to Avoid It:
Put simple instructions in rooms. Please inform guests that they can reach the front desk, order room service, or book spa appointments through the new phone system. Guests prefer clear, easy-to-use tools over confusing ones.
Pitfall 7: Overlooking Privacy
Modern hospitality phone system upgrades often include voice recordings or video calling capabilities. Guests trust you to keep their info safe. If the system is not secure, you risk data leaks.
How to Avoid It:
Ask your vendor how they protect guest data. Ensure your system adheres to hotel privacy regulations. Keep voice and video data safe from hackers.
