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Generate Revenue With Hotel Call Accounting Software
By Rito Salomone, Sat Dec 10th
Communication services are essential to the majority ofhospitality guests. Many business executives and travelersdemand efficient facilities that can keep them in touch withhome base. It is imperative for sophisticated hotel billingsoftware to account for telephone charges, Internet usage,equipment fees, surcharges and taxes in real time. Virtually every major hotel has some form of call tracking orcall accounting software. The declining cost of telephone callshas seen a decline in revenue. Gone are the days when hotelscould command huge margins for simply picking up the telephone.At one time, it was not uncommon for hotels to mark up telephonecalls 80 to 100 percent. Sometimes your telephone charges couldaccount for a larger cost than the room rate. In the past, a decent hotel call accounting system wouldgenerally been left in the back room logging long distance callrecords from a PBX serial port. The system would applyexorbitant rates and post them to the property managementsystem. Tariff updates from the manufacturer were usuallyignored (since the updates usually contained lower billingplans).
Hotel telecom revenues are now declining at a steady rate of 3to 6 per cent per year. Hotel general managers and comptrollersare forced to become more creative to meet bottom lineobjectives for communication. The traditional call accountingsystem cash cow now needs to be fined tuned to adapt to newtechnologies and market competition. The answer lies in thecreative use of new call accounting modules or moreappropriately a communication management system (CMS). The proper utilization of a hotel call accounting system canstill derive huge benefits. Guests that get busy signals willfind alternate ways to make telephone calls. It is of utmostimportance for properties to track the number of busy signals,overflow or blocked calls. This can be accomplished through theuse of traffic reports that identify grade of service and peakcalling hours. These reports often recommend the proper numberof trunks or lines for the property to run smoothly. Long distance calling has been declining for years. Howeverlocal and toll free calls have been fairly steady. The use ofbilling thresholds can help increase revenue. Certainly a guestthat talks for thirty minutes on a local call could be charged asmall amount for facility usage. Some hotels
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have turned toadjusting room rates a fixed amount to compensate for losttelecom revenue. The rise of internet usage has forced many hotels to providefree internet access. This has compounded the problem for thetelecom department. Many guests and business travelers havefound other convenient means of communication (IP services,instant messaging, email, phones) that are not part ofthe infrastructure of the hotel property. The advent of flatrate VoIP providers has given the business traveler the abilityto bypass toll charges. A modern communication management systemshould be capable of adding internet usage charges into guestfolios. Proactive hotel properties use call accounting reports todetermine calling patterns that show where guests are calling.These statistics help the hotel target marketing and negotiatebetter tariff plans. Night auditors have always been asked toreconcile daily transactions. However most failed to reconcilethe transactions against the actual telephone bill. Examiningtelephone company records versus the call accounting recordshelps to ensure that all calls are being recorded, billed andappropriately surcharged. Many hotel call accounting systems are missing criticalinformation. Often extensions are not identified correctly asguest rooms, conference rooms, VIP or administrative. This canresult in inaccurate billing and lost revenue. Properties shouldensure that their call accounting system is loaded andconfigured properly on a monthly basis. Most banner propertieshave a preset tariff table that is deployed among allproperties. System administrators should ensure that allproperties follow the same guidelines. As more communication facilities are offered by the property,the communication management system will be required to accountfor hotel cell phones, calls made with authorization codes,internet service, hand held devices and other guest amenities. Discover more about call accounting, internet usage, hotelbilling and telephone reporting from Resource SoftwareInternational Ltd. (RSI).
About the author:Rito Salomone is the president of Resource SoftwareInternational Ltd. (RSI). He has 17 years experience in thefield of communication management solutions. For more information you can review: http://www.telecost.com orcontact the author at rsalomone@telecost.com. |
