Hotel Phone Systems in Luxembourg

Which phone setup fits your hotel?

• Cloud phone system. Start here if you mainly need to answer calls at reception, send bookings to a backup team and play a night greeting. The provider hosts the system. Ask how calls will reach staff if the hotel’s internet goes down.
• Hybrid setup. Consider this if you want cloud call routing at reception while keeping part of the existing system for guest rooms. Ask whether calls can pass both ways and which system will handle room shortcuts and wake-up calls.
• Upgrade the existing system. Consider this if room calls and hotel software already work well and the main problem is getting outside calls to the right staff. Ask what routing can be added and how long the equipment will be supported.

Can we keep our existing room phones?

How calls reach reception, reservations and guest rooms

When reception is busy

1. Reception rings first. Staff can take the booking or speak to reservations before handing over the call. How call transfer works
2. Reservations is the backup. The reservations team rings if reception is busy or nobody picks up.
3. A shared voicemail takes the message. If neither team answers, the caller can leave a callback number. Assign someone to check messages and return calls.

After-hours calls and urgent guest requests

flowchart TD
    A["Main hotel number"] --> B["Night greeting"]
    B -->|Booking| C["Reservations voicemail"]
    B -->|Help with arrival| E["Duty phone"]
    D["Guest-room reception shortcut"] --> E
    E -->|Busy or unanswered| F["Backup staff member"]

What to check before replacing your hotel phone system

What your hotel can prepare

• Inventory. List the main number and direct numbers for reservations, the restaurant or events. Record the room handset models and what you know about the wiring.
• Day and night call routes. Write down who answers each line, where staff transfer calls, which languages they can cover and who handles urgent calls overnight.
• Phone features tied to the PMS. Ask reception and housekeeping what they use, such as wake-up calls, room status updates, check-in and checkout actions, or call charges on guest bills.

What to confirm with suppliers

• Business numbers. Number porting means moving an existing number to a new operator. Ask which numbers can be moved, who files the request and when the move will happen. Coordinate any change to the old service with the new operator. Luxembourg’s number portability guidance · PBX.lu FAQ on keeping your number
• Room handset test. With the phone provider and equipment supplier, test the reception shortcut, ringing and two-way audio. Include any adapter or existing equipment the proposed setup will use. Analogue adapter documentation
• PMS integration. Ask the phone provider and PMS vendor to confirm the exact software version and demonstrate each function you rely on. For wake-up calls, check that the room phone rings and how staff find out if a guest misses the call. Example from Oracle’s hotel software documentation
• Transfers and greetings. Ask the provider to show how reception transfers a call to housekeeping or the restaurant, where it goes if nobody answers, and how staff change greetings and duty schedules. Test each language option you plan to offer.
• Outages. Ask the provider and equipment supplier what happens when the hotel loses internet, power or phone service. Test whether outside callers can reach a backup number and whether guests can reach staff from their rooms. Agree how guests will contact staff if room phones are down.
• Switching day and support. Before switching, test the day and night routes, room phones and PMS features. Once the numbers move, call each one from outside the hotel and check outgoing calls. Agree who can act if a test fails and who supports reception at night and on weekends.