Why Unified Communications as a Service (UCaaS) is becoming a necessity in the hospitality industry

It’s not unusual for us to have the expectation of solid and reliable WiFi wherever we go. Most of us expect immediate access through always-on communications channels accessible from smartphones and tablets such as video calling, email, instant messaging and social media. To answer those expectations and deliver the ever-widening communications solutions hotel guests and staffers alike are demanding, hoteliers are reexamining their communication solutions, and the network infrastructure that supports them. 

Among the main factors that are spurring this technological introspection is delivering the ever-widening communications solutions hotel guests and staffers alike are demanding. Further, hoteliers are seeking to automate time-consuming administrative tasks to alleviate staffing issues. Other factors that must be considered in any era are guest experience and safety issues, as well as how best to answer the increasing bandwidth requirements these factors demand.

One possible solution category for hoteliers to consider is unified communications (UC). These are cloud-based voice and collaboration solutions with features that are accessible from anywhere, including instant messaging, video calling and desktop sharing. These solutions also work with smartphones and tablets and may be integrated with your current property management system to elevate the guest experience, engage hotel staff and enhance operational efficiency. Forward-thinking hospitality IT leaders across the industry are implementing these solutions today. 

How technology can alleviate ongoing staffing issues

In the face of reduced staffing, hoteliers are looking to automate time-consuming administrative tasks and perfect options such as kiosk-based or mobile-enabled self-check-in and check-out. 

According to a survey conducted by the American Hotel & Lodging Association (AHLA), 87% of hotels are experiencing a staffing shortage, with 43% ranking it as their biggest challenge. Other reports suggest that “Many hoteliers are turning to technology to add flexibility in hiring, make up for staffing shortages, and empower employees to deliver exceptional service. Mobile and kiosk-based self-check-in can be deployed to deliver a convenient and personalized welcome experience with only a partial front desk staff. Similarly, mobile automation can complete several time-consuming administrative tasks.” 

Even if hoteliers can find staff, skyrocketing wages may keep most properties searching for digital cost-controlling measures. According to the AHLA, “Hotels are offering potential hires a host of incentives to fill vacancies — 81% have increased wages, 64% are offering greater flexibility with hours, and 35% have expanded benefits — but 91% say they are still unable to fill open positions. National average hotel wages for 2022 through June are more than $22 per hour — higher than any other year on record.”

According to the 2023 Lodging Technology Study, mobility and self-service technologies are taking center stage in the battle to fill the staffing gap. Many properties have focused on Wi-Fi, to ensure that reduced workforces have the tools they need to support guests and each other. 

Further, that same report shows that the call for scalable UHSD-delivered bandwidth and full communication capabilities will continue apace, as 100% of hoteliers surveyed said they currently offer or plan to add mobile check-in, mobile key and mobile reservations in 2023. Additionally, with a UC solution guests can do all of the above, while accessing guest services, housekeeping, and ordering food and beverages on their smartphone or tablet.

What UCaaS can mean for hoteliers

It’s become abundantly clear that WiFi and advanced communications are what today’s hotel guest expects during their stay. In fact, “The one hotel amenity that guests can’t live without is WiFi.” That’s a direct quote from the J.D. Power 2022 North America Hotel Guest Satisfaction Study, published in July of last year. Voice, video and network traffic grow daily as vacationers and business travelers alike feel the need to connect anytime, anywhere from any device. 

According to HospitalityNet, “The exciting, but rapid, pace of new digital advances within the hotel and hospitality sector can put additional pressure on IT and operations teams. Spectrum Enterprise offerings can help simplify these demands through full management or co-management of solutions from end-to-end, including networking, devices, implementation assistance, employee training, maintenance, guest-facing technology, and updates with around-the-clock support.”

E911 compliance to keep guests and staff safe

In a crisis, guests must be able to quickly reach emergency responders with accurate caller location information. FCC rules outline emergency calling requirements for multi-line telephone systems (MLTS). Kari’s Law requires that guests can dial 911 directly. RAY BAUM’S Act requires MLTS to provide location details for 911 calls, regardless of platform. 

Hotels considering UCaaS should look for a provider that is fully compliant with Kari’s Law and RAY BAUM’S Act. For hotels, this guarantees peace of mind and ensures every guest and employee can easily dial 911, alert staff, and give first responders the precise location of the emergency being reported.

How Spectrum Enterprise can help

Spectrum Enterprise can manage UCaaS solutions for hoteliers that include networking, devices, implementation assistance, employee training, maintenance, and updates with round-the-clock support. Additionally, UC for Hospitality works with existing analog guest room phones to help control costs.  Spectrum Enterprise UC solutions are offered as fully managed services.

Spectrum Enterprise is transforming networking and WiFi for hotels and resorts. We provide hospitality partners of all sizes with a powerful platform for UC solutions, including security and routing, local network switching, network management, and WiFi.

Explore how to improve hotel staff productivity and guest experiences with the fully managed Spectrum Enterprise Unified Communications with Webex solution.