A thing of the past – or an old friend?
We all know that guests are demanding better connectivity from accommodation providers: today’s guests are using multiple devices to access business, social networks and to stream video content.
These “bring their own” type guests want to be able to charge their smart phones, connect their iPads and use them as they do at home, this requires consistent and sizeable internet connectivity. Accommodation providers are striving to meet this challenge by updating their systems and they are trying to ensure that they have sufficient and consistent connectivity to broadband. In a time where the industry is embracing smart technology, there is a question that is repeated time after time and that is whether in-room telephones are a thing of the past.
If so rarely used that they gather dust, would guests even miss the in-room telephone?
It took a tragic incident in Texas to bring the safety of in-room telephones to the industry’s full attention. Kari’s Law has huge momentum in the USA and has brought to the fore a discussion about the importance of in-room telephone safety for all accommodation providers.
On December 1, 2013 Kari Rene Hunt was allegedly murdered by her estranged husband in a local Texas motel. During the struggle and resulting death of Kari, her 9-year-old daughter attempted to dial 911 from the motel room phone. She followed instructions as taught by her mother on the way to call for help but she was never instructed that in some hotels and motels you must first dial a 9 and then 911. Kari’s Law attempts to make sure that any person needing police, EMS or the fire department at any hotel or motel location may be able to dial the numbers 911 and receive emergency response.
Guest security should always be the top priority and Australian accommodation needs to ensure that the system they use is reliable and secure and guests can always dial a direct 000 in emergencies. Not forgetting that sometimes in an emergency the accommodation provider may need to contact the guest and the only means of communication may be the in-room telephone. The telephone may also be an essential internal method of communication for all hospitality staff. If accommodation providers decide to remove their in-room telephone systems altogether (as some budget chains have) on the assumption that all guests use their own mobile phones, what happens if, in an emergency, they do not have the guest’s mobile number, or indeed the guests phone is switched off or out of range.
In Ireland, a telephone in the room is a mandatory requirement. The Irish Hotel Classification Scheme says, “The premises shall have a telephone installation connected with an external telephone system in bedrooms and public areas for use by guests.”
When travelling abroad some guests get hammered with huge roaming charges by their mobile phone providers and consider that any accommodation offering free local calls, or ones that allows in-room phone use with a calling card are a huge advantage.
A guestroom telephone provides a vital link to assure the safety and security of guests but some also consider it to be a vital part of the guest experience. If it is used properly, the telephone can be an important tool in a hotels ability to have a positive exchange with guests.
Smart handsets and the provision of an iPad or tablet in the room, can be setup to give a visual interface where is it easy for the guest to press and call the service or simply order via the touch screen interface, this type of technology will probably become a must in all higher end brand hotels.
But nothing beats talking to a polite and knowledgeable member of staff at the end of a telephone ready to give their guests that ‘good welcoming feeling’ that they should get when they order room service or ask a question about the local area. This feeling of safety and being looked after by their friendly and knowledgeable accommodation provider at the other end of the line can occur by using a basic telephone.
Brendon Granger from Technology 4 Hotels concurs that while there has been some discussion in the industry about the value of in room telephones, he agrees that they, “stopped being a revenue centre many years ago now”. He adds, “But my personal view is that hotels/motels still need to have a phone in every room. The primary reason is for safety and, secondly, as a service. Guests still need to contact reception, room service etc.”
Mr Granger suggests that a telephone should be considered as a basic requirement and part of an accommodation providers duty of care for their guests. “The phone is a highly visible guest amenity and all guests know how to use it intuitively. So you could say the phone is a safety and service tool.”
For now the reality seems to be that the need for an in-room phone remains. The emergency application spoken about should be merged with extreme ease of access to hotel guest services. Simplicity when it comes to guest services should not be underestimated. There are many companies all trying to replace this simple in room convenience and perhaps they will, but for now it seems that the best phone is the simple phone.
Quality service is the real key and the phone is a high visibility guest amenity. Not forgetting that their AAA Tourism star rating for hotels and motels has points associated with having a phone in the room. The telephone is used every day, a room service call, a wake up call or an early call to the concierge for a car pick up. Every day this device is placed into service and when it comes to safety guests know that they can rely on its consistent reliability.
It seems that in-room phones are still an integral part of the hospitality experience and paired with the proper applications they ensure the safety of guests and can enhance their experience. Guests may use all the SMART technology that there is available to them but for the now they don’t seem to want to say goodbye to their old friend, they want that easily recognisable, completely reliable telephone in their accommodation room – just in case.