Managed Hotel Call Accounting Solutions

The next big development in hotel call accounting will be the widespread adoption of managed solutions. Given that call accounting systems can be found in nearly all hotels and the core business of hotels isn't technology, it's a market that's ripe for picking. The technical prerequisites are already widely available: web based call accounting software, widespread adoption of VoIP PBX technology and secure hosting services.

Managed hospitality call accounting solutions are a highly practical response for many reasons that include:

1. Hotel call accounting systems are critical to cost recovery and revenue generation. They must to be available 24 x 7 x 365 days per annum. Specialists in developing and maintaining hospitality call accounting packages should be more efficient at maintaining them than hotel administrative staff with competing responsibilities and no special background in supporting technology.

2. Ideally a managed solution will provide for hardware and network redundancy capable of maintaining a service to hundreds, even thousands of properties. Redundancy is seldom an option for a hotel managing it's own in-house solution. Furthermore a single hotel chain duplicating call accounting systems across multiple properties negates the possibility of consolidated reporting. It's also the least cost effective route.

3. Hotel administrative staff can focus on "using" call accounting software to manage their properties more effectively. Distractions associated with responsibilities outside of their core competence are eliminated.

Given the opportunity to make full use of hotel call accounting tools, management can tailor services to improve the guest's experience and generate additional revenue. Today's guest has an expectation of being able to access a wide range of voice and data services. Business guests expect to find facilities equal to those delivered by their business phone back at the office. They will favor properties that can deliver these services smoothly and efficiently.

4. Dependence on administrative employees with knowledge or skills in the maintenance of hotel call accounting software is eliminated. A particularly significant issue at resort style properties, where there is a high seasonal turnover of employees.

5. A hosted call management facility can deliver particularly valuable benefits to a multi-property hospitality chain:

• Eliminates the need for duplicate systems and support arrangements at each property.
• Increased operational resilience.
• Facilitates consolidated reporting.
• Facilitates standardization of reporting and procedures across properties.

6. The convergence of voice and data technologies present new opportunities for differentiating and enhancing the hotel guest's experience. It's a trend that's likely to continue. Specialists are required to fully exploit these opportunities and their services are best acquired as part of a managed service agreement that encompasses all telephony services.

7. The delivery of adequate service levels is assured through the mechanism of an agreement with the managed service provider that documents acceptable service levels and penalties for non-compliance.

Managed call accounting solutions may prove to be a strategic foot in the door for service providers looking to crack the hotel market. The points above apply with equal validity to the hosting of complete hotel accounting software packages.

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