Hospitality industry is service industry, in terms of service is very focused on customer experience. So in recent years, many hotels have been doing upgrades, such as decoration upgrades, and intelligent system upgrades, intend to provide users with a better experience.
Hotels are generally categorized into three types：
（1）Small hostel/inns/bed and breakfast(B&Bs).
（2）Medium and large five-star hotels
（3）Branded chain hotels
Type 1：Small hostel/inns/B&Bs/
Small hostel/inns/B&Bs, generally have the following needs：
requirement 1：Need to build new one or reconstruct old one. Due to budget constraints, the phone system is expected to be cost-effective; in the case of re-construction, it would be desirable to keep existing telephones to save money.
If the hotel needs to build new one or change old building, it can use all optical network + IP communication system to save wiring costs, improve transmission efficiency, and give users the best network experience.
The hotel can also use FXS VoIP gateway, or ONU with analog port to use the landline, saving the overall investment budget.
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requirement 2：Able to meet basic communication needs；
"Jiebao" series IP phone system can be used to meet the communication needs of the hotel below100 rooms, the system has multi-level IVR, which can customize the voice navigation .Support 4 telephone lines to meet the basic communication needs of the hotel.
requirement 3：Wake-up calls.
Solution Highlights
• Fast Transmission + Cost Saving：Through the deployment of fiber optic, it can save 30% ~ 50% of the costcompared with the traditional network cabling, .
• Cost-effective：Jiebao series IP phone system is affordable and able to meet the needs of customers with a low budget.
• Wake up call service： Jiebao has wake up call service, which can help hotels improve the user experience.
• Basic communication： Meet the daily communication needs of the hotel.
Type 2：Medium and large Five-star hotels
Medium and large Five-star hotels, generally have the following needs：
requirement 1：The hotel is going to be newly built or newly renovated, and wants to save money without degrading the user experience. For example, to improve the efficiency of the network transmission, keep the old analog phones.
All-optical network + IP Communication topology
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According to the needs of the hotel users, we have made the following plans:
1. Optical has the advantages such as easy deployment, low cost, high transmission, long life, etc. Therefore, OLT is deployed in the server room, and then through the splitter to each floor, ONU is deployed in each room, and ultimately realize: in the guest room can be directly connected to the IP phone, IPTV and other equipment.
2. The extension number for the customer service area on the 3F~15F are: 3xx, 4xx, ..., 15xx. The extension number for the office area on 1F~2F is 6xxx. The internal intercom is all free of charge.
3. Support Multiple phones with same extension, enables multiple IP phones in a premium room to use the same extension number.
4. Configure the E1 gateway and give specific DIDs to specific extensions according to user requirements, other extensions share the DID outgoing call number.
5.Configure IVR for the user, the user can customize IVR, which supports multiple layers.
Solution Highlights
•Fast Transmission + Cost Saving：By deploying optical fiber, the hotel transmission network cost can reduce 30%~50% of wiring cost compared with traditional network wiring.
• Choose the phone according to the budget: According to the hotel budget, you can choose to deploy analog phones or IP phones after ONU.
• Multiple phones with one extension：Deploy multiple IP phones (sharing one extension license) in advanced guest rooms to enhance user experience;
• Special Line Setting: Personalize the use of office + guest room phone lines through line binding;
• AI IVR: help customers quickly find the answers they want;
Requirement 2：Connecting to the PMS hotel management system, to realize the connection between the communication system and the hotel management system.
The hotel has its hotel management system and hopes can connect with IP Communication system.
Real case scenario: You can check the phone bill, wake up guests, check-in/out, and manage your room status from the attendant desk.
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Solution and Deployment Details
The hotel needs to prepare two computers, one to deploy hotel management middleware, and one to deploy the attendant desk.
（All the devices’ networks should be able to interwork.）
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• Hotel management middleware, with strong compatibility, can connect to several hotel management systems, such as: CSHOTEL, foxhis, armitage, greencloud, Opera, etc.
• After connecting, rich feature for guest.
（1）Room status check and change(check-in/out)
（2）Wake-up call service (scheduled wake-up cal/team wake-up call)
（7）Day & Night Service（automatic switching of calls at night, inbound to different duty personnel）
（8）Mini BAR （check the consumption of the user's mini BAR）
Requirement 3：We hope to enable AI smart IVR to quickly respond to incoming calls and improve the user experience.
Pain point that hotels are facing：
• The hotel front desk is the center of the service hub, receiving a large number of user calls every day, answering repetitive questions, and the calls will be overwhelmed during peak periods.
• If we increase the front desk staff, then the hotel's labor costs will increase; if not, the service can not support with the peak season.
• Therefore, hotels have a strong need to reduce costs and increase efficiency. At the same time, in order to further improve the user experience and shorten the waiting time.
Solution and Deployment Details
1. Deploying AI Smart IVR in hotels to answer users' calls and divert the pressure of answering lines during peak hours; shortening users' waiting time and improving user experience.
2. Whether the hotel is deployed with a PBX or an IP PBX, AI Smart IVR is compatible with the existing system environment.
3. AI Smart IVR, can avoid the user waiting, directly answer the user call, improve the user experience, and reduce the hotel labor costs.If it encounters problems that can't be answered, call can also be transfered to a human being to answer the questions.
PS： Only with the Internet can AI Smart IVR work.
Topology diagram of AI Smart operator combind with IPPBX
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• Help hotels save labor costs and improve front desk efficiency
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• Can utilize the original PBX system to save the hotel’s expenses.
• AI Smart IVR needs to be registered on the IP communication system. Therefore, the original PBX system needs to be connect with the IP communication system;
Type 3：Branded chain hotels
Branded chain hotels, generally have the following needs：
Requirement 1：Branded chain hotels, the need for unified management of the national brand hotel chain and unified outbound call.
Pain point：If you deploy communication systems in every hotel, it will increase the costs and make maintenance difficult.
We recommend that branded hotel chains to use cloud communication system, the advantages are as follows:
1. Support multi-tenant, unified management:one cloud-based IP communication system, supporting 10,000 extension registration, 1,000 extension concurrent, flexible expansion, no need to deploy on hotel, saving investment and maintenance difficulties.
2. Unified Outbound call: Outbound phone lines are unified into the cloud and assigned to each hotel, saving communication costs.
3. Unified Operation and Maintenance, reducing the costs: Support the local IT can configure, manage, and upgrade through the cloud-based system on the Web interface, which is easy to maintain and saves manpower costs.
Requirement 2：Communication system hopes to connect to PMS in different place to work.
National hotel chains have their own PMS and want to use with IP communication system.
Real case scenario: You can check the phone bill, wake up guests, check-in/out, and manage your room status from the attendant desk.
Cloud communication system with rich API interface can connect to multiple PMS at the same time.
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Solution and Deployment Details
The hotel needs to prepare two computers, one to deploy hotel management middleware, and one to deploy the attendant desk.
（All the devices’ networks should be able to interwork.）
Pic
•Hotel management middleware, with strong compatibility, can connect to several hotel management systems, such as: CSHOTEL, foxhis, armitage, greencloud, Opera, etc.
• After connecting, rich feature for guest.
（1）Room status check and change(check-in/out)
（2）Wake-up call service (scheduled wake-up cal/team wake-up call)
（7）Day & Night Service（automatic switching of calls at night, inbound to different duty personnel）
（8）Mini BAR （check the consumption of the user's mini BAR）
Requirement：The hotel wants to enable AI smart IVR to quickly respond to incoming calls and improve the user experience.
Pain point that hotels are facing：
• The hotel front desk is the center of the service hub, receiving a large number of user calls every day, answering repetitive questions, and the calls will be overwhelmed during peak periods.
• If we increase the front desk staff, then the hotel's labor costs will increase; if not, the service can not support with the peak season.
• Therefore, hotels have a strong need to reduce costs and increase efficiency. At the same time, in order to further improve the user experience and shorten the waiting time.
Solution and Deployment Detail
1. Deploying AI Smart IVR in hotels to answer users' calls and divert the pressure of answering lines during peak hours; shortening users' waiting time and improving user experience.
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9th Floor, Haohai Office Building, Haidian District, Beijing
zchen@equiinet.cn
