Hotel (chain or self-operated) telephone solution

The hotel business in 2020 is full of opportunities and challenges. Affected by the epidemic, the challenges outweigh the opportunities.

According to the Report on the Development and Investment of Chain Hotels in China (20 19), there are 425,000 stores and 3.05 million guest rooms in mid-range chain hotels and economy chain hotels, and the growth rate is 20%-60%. Among them, the number of brand hotels such as Home Inns, Hanting and 7 Days exceeds 2,000.

Chain hotels usually consist of headquarters and stores. In addition to daily telephone communication, the hotel headquarters also needs to collect and manage the telephone records and total recalls of all hotel stores in a unified way, so as to tap customer needs, assess store performance and understand customer satisfaction from the telephone communication between stores and customers.

The telephone scheme of Wilson Hotel Chain adopts the structure of "distributed deployment and centralized management" to realize centralized management of telephone recording and remote maintenance of equipment, and solve the following long-standing problems of chain hotels:

-There are many stores, equipment and systems, and the construction and operation costs are high.

-Every store is equipped with IT personnel, resulting in high labor costs.

-Headquarters communicates with stores through fixed lines or mobile phones, resulting in high communication costs.

-Adding new stores may affect the whole network architecture, making it difficult to expand.

Hotel head office

1. The headquarters will deploy Xunshi OM series IP-PBX(IP telephone exchange, with optional dual-machine hot standby) as required, which can support up to 8,000 users at a single point, meeting the telephone needs of most hotels, including: intelligent switchboard, call queuing, multilingual welcome speech, multiple computers in one room, telephone recording, message lighting, intelligent transfer, etc.

2. Deploy multiple application servers, including:

1) recording management software. Collect telephone recordings and call records of headquarters and all stores in a unified way to provide basis for customer service evaluation, business disputes and customer demand mining.

2) Unified Equipment Management Software (UMS). Unified management of equipment (IP-PBX, voice gateway, IP phone) in the headquarters and all stores, and support for batch deployment/configuration, fault alarm and other functions. , there is no need to configure operation and maintenance personnel in every store.

3) Hotel Management Software (PMS). It is recommended to use the third-party PMS connected with the interface PMSI of Xunshi Wine Pipe, such as ChinaSoft, ChinaSoft, Maxima, etc.

4) Other business systems of the hotel. OM series IP-PBX provides an open API interface and can be integrated with other hotel business systems (such as OA/ERP).

3, support access to a variety of operators telephone lines and a variety of telephone terminals.

Hotel branches/shops

1, the store size is less than 200, and each store is equipped with OM series IP-PBX.

2. OM series IP-PBX of hotel headquarters and stores are connected by Internet telephone, and you can dial the extension for free.

3. Each store can manage its own customer information and telephone recording, and establish a simple customer response center.

4. The hotel will expand new stores as needed, which will not affect the normal use of telephones in existing stores.