Telephone systems

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Telephone systems are used to link people together within an organization, and to the outside world. Most hotels provide telephones in guest rooms, which allow guests to ring reception or other numbers within or outside the hotel. The system usually has a Private Automated Branch Exchange (PABX) where calls are received, perhaps by a receptionist, and then transferred to the appropriate person within the organization. Many systems allow Direct Dial In (DDI) so that calls can be made direct to the correct extension without being processed by the receptionist.

Hotel telephone systems allow guests to make calls, recording details automatically and passing charges to the guest’s bill. With the increased use of mobile phones, and the premium rates often charged by hotels, there may be reduced demand for voice telephony. However there is a dramatic growth in the provision of Internet connections in guest rooms, allowing guests with laptop computers to access email and web browsers, either through a cable or a wireless connection.

Telephone systems also allow a range of other facilities, including automatic wake up calls and voice mail for guests. The telephone system often links to the Property Management System (PMS), allowing cleaners to notify the PMS that a room is clean. The PMS can also direct the telephone system to bar calls from unoccupied rooms.


O’Connor, P. (2000). Using Computers in Hospitality (2nd ed.). London: Cassell.

Smith, J. (1990). Practical Computing A Guide for Hotel and Catering Students. Oxford: Heinemann.

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