May 27, 2025 | By Shirmattie Seenarine
TLDR: Unified Communications (UC) solutions streamline hotel operations by enhancing communication and collaboration between staff and guests. Deltapath’s solution can integrate alerts, offer task tracking, chat, and guest services features into one platform, replacing outdated in-room phones with mobile-friendly options. This improves efficiency, responsiveness, and guest experiences, ensuring seamless coordination across all hotel departments.
Hospitality relies heavily on communication. A quick and clear connection between guests and staff, whether delivering a towel, responding to a security alert, or helping book a spa treatment, can distinguish one stay from the next.
That’s where Unified Communications solutions (UC) come into play.
Modern hotels have retail operations, kitchens, call centers, security teams, concierge desks, and housekeeping departments. Constant communication between these departments and with guests is required. A UC platform can connect all these moving parts, improving operational efficiency and enhancing guest experience.
This blog dives into the benefits of unified communications.
Great hotel stays come from a well-coordinated team effort. But this level of coordination only takes place when staff communicate efficiently. As an example, when room service prepares a meal, there must be a reliable way of notifying delivery staff.
Keeping in touch is key to relaying things like housekeeping requests and maintenance issues to the appropriate departments.
Unified Communications technology can make communication faster and more accountable with special apps, like Deltapath’s Hospitality Solution. The app allows staff to view alerts, acknowledge tasks, and monitor what is being done in real time. Having them in place helps create a more organized and responsive hotel environment.
Internally, the app can integrate with alarm dispatch systems to help staff stay alert and responsive. Let’s say a door to a restricted area opens, an alarm relay can immediately notify the right personnel.
Collaboration tools with video can also help improve hotel operations and service. A hotel in Taiwan that Deltapath worked with has a camera system that triggers a video call when it detects motion in a secure area. Anytime a person appears on the feed, hotel staff on duty can speak directly with the person. It’s the kind of smart, responsive communication that’s becoming increasingly common in the hospitality industry.
Other features, like broadcast messaging, are manually created and triggered by staff. They are used for urgent updates like making staff aware that there is a fire and they should evacuate guests. Broadcast messages include audible alerts that require acknowledgment. Every interaction is logged, which helps with both follow-up and accountability.
People don’t really use in-room phones anymore during their hotel stay, at least not in the same way they used to. Guests now rely on their smartphones. So, it is time for hotels to rethink what a room phone is for.
Hotels can add a hotkey (one-press button) to the hotel telephone to market their services. Guests can use the hotkey to make reservations, book spa treatments, and contact the gift shop.
Hotels can also integrate communication tools or calling features directly into their own mobile apps. In this case, the in-room phone is now virtual and accessible on guests’ mobile devices. For example, Sunway Hotels & Resorts in Malaysia used Deltapath’s SDK to embed voice capabilities right into its app. Once guests check in, they can call reception, book services, or even receive calls. The same interface is used to unlock their rooms and view their itinerary.
Lastly, hotels can use QR codes. Guests are typically emailed or provided with a printout of a QR code. Once scanned, guests can make and receive local calls on their smartphones. With a simple QR code, guests can also use chat, opening another mode of communication.
Ultimately, Deltapath’s Unified Communications Systems brings communication in the hotel industry under one roof: Guest communications, internal operations, security, and facilities. Having access to such connectivity leads to faster service, happier guests, and smoother operations.
With the right tools, hotels can deliver memorable experiences, one conversation at a time. Learn more here.
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