5 minute read
Why guestroom phones aren’t going anywhere
Guestroom phones offer more than just a quick connection – they bring service, convenience, and security right to guests' fingertips. Whether they’re calling for room service, booking a spa, or handling an emergency, the humble hotel phone is far from obsolete. In fact, it remains a vital tool for enhancing the guest experience.
While mobile phones have turned household landlines into relics of the past – joining the ranks of cassette players, typewriters, and black-and-white TVs – guestroom phones continue to play an essential role in hotels. According to Brendon Granger from Technology4Hotels, they offer something mobiles can’t: instant, direct service that’s easy to use and always reliable.
“Guestroom phones are the key to great service,” Mr Granger explained. “Guests stay in hotels because they want a high level of service, and the guestroom phone provides the fastest and most efficient way to communicate their needs. They're simple, convenient, and immediate.”
Beyond convenience, guestroom phones deliver the trifecta of security, service, and comfort – the pillars of the accommodation industry.
Today’s hotel phones have advanced, providing far more than just basic calling functionality. Many now feature advanced functions, acting like mini tablets that improve guest interaction and streamline service.
“When guests want to book a spa, order extra towels, or ask for coffee pods, they don’t usually reach for their mobile," Mr Granger said. “They pick up the room phone because it provides a direct line to exactly what they need, quickly and without hassle.”
The hotel phone enhances security in ways that mobile devices cannot. In an emergency, it's the quickest way to contact the front desk – or simply request a wake-up call after a long day of travel.
“There’s a sense of reassurance when you’re in a hotel that you don’t find in an Airbnbstyle rental,” said Mr Granger. “The phone is right there if you need it. Everyone knows how to use it, and in an emergency, time is critical. You don’t want to be fumbling with a mobile, looking up a number or trying to figure out a tablet. Having a guestroom phone allows you to get help instantly.”
Some hotels have moved away from installing phones in rooms, prioritising cost-cutting or tech solutions like tablets. However, Mr Granger cautions that this shift overlooks the convenience and peace of mind these phones provide.
"Interestingly we have seen many of these properties remove the tablet and re-install a phone.
“There was a trend to install tablets for controlling room functions, but they can be confusing and time-consuming,” he said. “When guests arrive, they want to order food quickly. They don’t want to spend 15 minutes figuring out how to use a tablet just to order room service.”
In an era of QR codes and digital menus, many guests – especially those paying for luxury – still prefer a personal touch.
“Guests paying top dollar for a hotel room don’t want to wrestle with technology just to get a meal,” Mr Granger noted. “They’d rather pick up the phone and talk to a real person. I had a colleague who stayed in a Perth hotel where a tablet controlled the blinds and lights. The tablet didn’t charge properly overnight, and the next morning, he couldn’t turn on the lights or open the blinds.”
Mr Granger added that in an emergency, simplicity matters. While mobile phones are useful, guests unfamiliar with local emergency numbers might struggle. A room phone provides a direct connection to help, with no guesswork involved.
“Imagine having a heart attack and needing to scan a QR code for help,” he said. “Guestroom phones are easy and straightforward – no complications, just a quick call for assistance.”
Phones today are sleeker and more intuitive, with many offering just two or three buttons for essential services. Cordless models allow guests to walk around their room while staying connected, and some even offer LCD screens with language options.
Thirty years ago, guestroom phones were a costly convenience, with hotels charging a premium for external calls. Now, they are primarily used for internal services like room service or maintenance requests.
“Few guests use hotel phones for external calls these days,” Mr Granger said. “But they use them constantly for room service and other in-house needs. One hotel director told me that despite implementing a QR code system for ordering, it was still easier for guests to pick up the phone and say, ‘Can I have a steak sandwich, no onions?’”
Guestroom phones also play a crucial role in preventing small issues from escalating. Guests can easily reach the front desk to address problems, avoiding the frustration that could lead to complaints.
Mr Granger recalled a Gold Coast hotel that was talking about not reinstalling phones when they refurbished. However, over the holiday season due to an issue with the PABX, a third of the rooms didn't have working phones and guests in these rooms grew increasingly frustrated.
“Without phones, guests couldn’t call for service and were frustrated so they marched down to the front desk. The hotel general manager said his team were tearing their hair out, and he was giving away cases of wine to placate guests. He now realises the importance of guestroom phones for service and the diffusion of minor guest issues which if not dealt with become major in the guest's eyes.”
In short, the guestroom phone remains a simple yet powerful tool for ensuring a smooth, secure, and satisfying stay. Whether for service, security, or just comfort, it continues to prove its worth, even in the age of mobile technology.
By Grantlee Kieza OAM, Industry Reporter
