[VoiceOps] Hotel Phone Requirements

[Carlos Alvarez]

 “How can a user do completely the opposite of the established process and
make everything harder on everyone?”

One of the subsequent complaints from the desk is that transferring the
call then requires them to introduce it and say what room they are in,
which otherwise would be shown on the phone.  As far as an IVR, neither
place I dealt with used one.  But I’ve been in hotels where dialing 0 from
the room phone gave you an IVR.  So maybe that’s why?

Anyway, add that to the massive list of why dealing with hotels is a career
onto itself, and I backed out.



On Feb 2, 2024 at 4:26:13 PM, Alex Balashov via VoiceOps <
voiceops at voiceops.org> wrote:

>
> On 2 Feb 2024, at 17:45, Carlos Alvarez via VoiceOps <
> voiceops at voiceops.org> wrote:
>
>
> The desk told me they get less than a handful of calls from rooms in a
> day.  People pick up their cell phone and call the main number to reach
> them.
>
>
> While I've never pretended to understand telephony end-users well, this
> seems confounding to me. Calling into the hotel through the outside can be
> much less inconvenient. If it is a small, boutique type hotel, maybe you
> can get to the front desk straight away, but many major hotel chains will
> publish a local "main number" for the hotel that in reality sends you to a
> centralised IVR, and potentially centralised customer service in my
> experience, especially for reservations. There can be a lot of hoops to
> jump through to actually get to the concrete front desk of any particular
> hotel per se.
>
> Meanwhile, pressing the Front Desk or Room Service button on the in-room
> phone seems to result in proper and correct internal routing within the
> property, and also displays correct caller room info to the recipient. This
> leads me to always use the room phone when needing to contact hotel staff
> for any reason.
>
> How weird.
>
> -- Alex
>
> --
> Alex Balashov
> Principal Consultant
> Evariste Systems LLC
> Web: https://evaristesys.com
> Tel: +1-706-510-6800
>
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