I. Customer Background
A guesthouse in Xianfeng is a boutique accommodation dedicated to providing tourists with high-quality and personalized experiences. It features a number of distinctive guest rooms, a scattered courtyard layout and a high-standard service team. However, with business expansion and the growing demands of guests, its traditional communication methods have gradually become a bottleneck for development.
II. Customer’s Challenges
- Inefficient internal collaboration: Communication between the front desk, housekeeping, restaurant and maintenance department relies entirely on employees’ personal mobile phones and walkie-talkies, resulting in high communication costs and poor manageability. The communication chain is prone to breakdown in emergencies.
- Room for improvement in guest experience: Traditional telephones are still used in guest rooms. Guests need to remember extension numbers to contact the front desk, and the hotel cannot provide personalized greeting services, which is inconsistent with the high-end positioning of the guesthouse.
- Tedious management and maintenance: Adding new extensions requires contacting the operator for wiring, a complex and time-consuming process; the hotel is unable to effectively record and manage calls between guests and employees.
III. Solution: Deployment of XUNMEISD IP Communication System
To address the pain points of the guesthouse in Xianfeng, we have tailor-made and deployed a set of IP communication system solutions for it:
- Core deployment: XUNMEISD XUC series products are adopted as the core of the system, enabling the management and operation of all communication functions through the network.
- Principle of reusing existing equipment: IP phones are used as terminals, eliminating the need for additional wiring and the purchase and maintenance of expensive hardware devices. The original analog phones are connected to the system via S-port gateways.
- Terminal coverage: Professional IP phones are deployed in areas such as the front desk, office and VIP suites. One-touch direct-dial buttons for “Front Desk” and “Service Center” are set on guest room phones.
- Mobile integration: SIP softphones are installed for the hotel manager, housekeepers and employees on purchasing trips, allowing them to act as mobile extensions of the guesthouse anytime and anywhere and never miss any important calls.
- Functional empowerment:
- Interactive Voice Response (IVR): Professional welcome messages and multi-level menus (e.g., “Press 1 for reservations, Press 2 for services”) are set to enhance the first impression.
- Caller ID pop-up: The system is connected to the Property Management System (PMS). When a guest calls, the guest’s information, room number and preferences are automatically popped up on the front desk screen, enabling personalized and thoughtful services.
- One number for multiple devices / Call group: The main number of the guesthouse is bound to both the front desk landline and the hotel manager’s mobile phone at the same time, ensuring that no reservation calls are missed 24/7.
IV. Network Topology
V. Application Effects: Leapfrog Improvement in Both Efficiency and Experience
After the system was put into operation, it has brought immediate and remarkable changes to the guesthouse in Xianfeng:
Substantial improvement in guest satisfaction
“Now when I need anything in the room, I just press the ‘Service’ button and get connected immediately. The front desk can even call my name directly and ask if I still need a baby crib. It feels great to be remembered!” commented Ms. Li, a guest. Considerate and efficient communication has greatly enhanced guests’ stay experience and positive review rates.
Multiplied internal operation efficiency
“Calls between employees are completely free, and we no longer have to worry about exceeding the phone bill budget. With the mobile app, I can receive guest calls transferred from the front desk even when I’m out, handle emergencies more quickly, and manage the guesthouse with great ease.” said a manager of the guesthouse in Xianfeng.
Automatic call recording
Internal communication incurs zero costs, and all calls are automatically recorded, which not only facilitates employees to replay the calls later but also serves as an important basis for record-keeping.
Professionalized brand image
Unified voice navigation and efficient call processing have left a modern brand image of “professional, reliable and high-tech” for the guesthouse in Xianfeng in the minds of guests, forming a distinct differentiation from other traditional guesthouses.
VI. Conclusion
In today’s increasingly competitive cultural and tourism industry, the success of a guesthouse depends on detailed experience. By introducing Beijing XUNMEISD’s IP communication system, the guesthouse in Xianfeng has not only solved basic communication problems but also transformed communication capabilities into core service and operational capabilities, empowering warm and thoughtful services with technology.
VII. About XUNMEISD
Founded in 2005, Beijing XUNMEISD Information Technology Co., Ltd., referred to as XUNMEISD, is an active participant and promoter in the historical process of informatization and digitalization in China. Committed to the innovation and application of information and communication technologies, XUNMEISD has vigorously promoted the development of IP converged communication, emerging as a pioneer and trailblazer in the application of converged communication in China.
Since its establishment, XUNMEISD has been serving integrators of central and local state-owned enterprises, weak current engineering partners and regional industry channel partners, such as Taiji Computer Corporation, China Soft International, Digital China, Aerospace Changfeng, and various institutes of China Electronics Technology Group Corporation.
With IP converged communication technology at its core, XUNMEISD provides intelligent products and service solutions for various industries including governments and public institutions, the military, banks and financial institutions, enterprises, hotels, hospitals, and schools & education. Having served government and enterprise customers for nearly 20 years, XUNMEISD has won market recognition with high-quality products and services. Its customer base covers national ministries and commissions, provincial/municipal/district/county governments, central state-owned enterprises and some Fortune 500 companies, with over 10,000 government and enterprise clients served successively, including State Grid Corporation of China, the Chinese Academy of Sciences, China National Petroleum Corporation, China National Offshore Oil Corporation, Shanghai Merchant Ship Design and Research Institute, Institute of Electronic Engineering of Tsinghua University, Tsinghua University High School, Gansu AVIC Tourism, Sodexo, Dingcheng Life Insurance, ByteDance, Guazi Used Car, New Oriental, Bianlifeng, Hanergy Group and Poly Property Services.
XUNMEISD’s self-owned brand products mainly include IPPBX (IP Telephone System), SIP Scheduling System, Call Center Customer Service System and Broadcast Scheduling System. Its terminal products cover IP phones, explosion-proof video phones, call center headsets, intercom terminals, SIP sound columns, SBC Session Border Controllers, voice gateways, handheld wireless intercom terminals, trunking gateways and so on.