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VOCPhone for Hotels
Your front desk is checking somebody in. Three guests are holding.
A hotel front desk is a switchboard, a concierge, a check in counter and a complaints department, usually staffed by one or two people. Every ringing phone competes with a guest standing right there.
Direct bookings taken, so you keep the commission
Keep every number you already advertise
We own and run the network, so uptime is ours to fix
Australian owned, hosted and supported, 15+ years in market
Booked direct · rate held
Fri 3:10pm
Your front desk15:10
Checking a guest inCannot be rushed, and should not be.in person
Direct booking enquiry for tonightAbout to book on an OTA instead.10s22s34s47slost
In house guest needing housekeepingWill leave a review about it.06s14s22s31slost
One guest checked in. One direct booking lost to commission, one review earned.
Said out loud at every front desk
You have said at least four of these this month
These are margin and reputation problems that arrive down a phone line.
01
The desk cannot serve two guests at once
The guest at the counter and the guest on the phone both deserve attention, and one receptionist cannot give it to both.
The agent handles routine calls so the desk looks after who is in front of it.
02
Direct booking enquiries go back to the OTA
The guest was trying to book direct. A ringing phone sends them to the channel that costs you commission.
Direct enquiries always answered, and quoted from your own rates.
03
In house requests are urgent and small
Towels, late checkout, a broken air conditioner. Small requests that become reviews when unanswered.
Routed straight to housekeeping or maintenance, logged automatically.
04
Night audit means one person on site
Overnight, your entire property is covered by one person who cannot always be at the desk.
The agent covers overnight properly, not with an answering machine.
05
The same questions, every single guest
Check in times, parking, breakfast, wifi, airport transfers, late checkout.
Answered instantly and consistently by the agent.
06
Group and event enquiries get lost
Your highest value enquiries queue behind guests asking about the pool.
Separate queue, so groups reach someone who can quote them.
Watch one get saved
11:40pm. One person on the desk. The direct booking lands.
This is the call that used to ring out overnight. Here it is answered by a VOCPhone AI phone agent, from what you told it about your property.
It sounds like it is from here. Genuine Australian accents, warm and professional, not a call centre.
It knows your property and your rates. Room types, availability, rates, inclusions, parking, check in times and policies.
It takes direct bookings. Which is the whole point, because a direct booking saves you the commission.
It routes in house requests. Housekeeping, maintenance and concierge, straight through and logged.
VPVOCPhone AI Agent Inbound · 00:50LIVE
AgentGood evening, you have called the Ellerton Hotel. How can I help?
CallerDo you have a room for tonight? I am on your site but would rather book direct.
AgentWe do have availability. A king room is two hundred and forty five dollars including breakfast, and that is our direct rate, which is below what you will see on the booking sites.
CallerPerfect. Is there parking?
AgentYes, on site parking is twenty five dollars overnight, and reception is staffed all night so a late arrival is fine.
CallerGreat. It is Nadia Petrov, arriving about midnight.
AgentBooked, Nadia, a king room for tonight with a late arrival noted. I have texted the confirmation, the direct rate and the parking entrance.
What happened at twenty to midnight
- Direct booking taken instead of losing it to an OTA commission
- Direct rate quoted, with the price advantage explained
- Late arrival flagged so overnight staff expected her
- Confirmation and parking details texted from the hotel number
The number nobody tracks
Every unanswered direct booking is a commission you chose to pay
Hotels fight hard to shift bookings away from online travel agents and their commissions. A phone that rings out sends the guest straight back to the channel that charges you the most.
1Direct bookings are your best margin. A guest ringing you directly is trying to save you a commission. An unanswered phone pushes them back to the OTA.
2In house guest requests become reviews. A guest who cannot reach the desk for a towel writes about it publicly, and that is permanent.
3Check in hour is your call peak. The busiest hour at your desk is also the busiest hour on your phone.
Commission paid, per weekIllustrative. Put your own numbers in.
Calls to the property310
Answered by the desk196
Rang out or abandoned114
Share that were a direct bookingx 0.30
Direct booking calls lost per week34
Commission saved per direct booking$46
Lost per week$1,564
Lost per year$81,328
Change the two highlighted lines to your own figures. The arithmetic is the point, not our example. That is commission alone, before counting the bookings lost entirely.
One number, a whole property behind it
An in house guest and a group enquiry are not the same call
Publish one number. Behind it, direct bookings are taken, in house requests reach housekeeping and maintenance, and group enquiries reach someone who can quote.
Live call being routedOverflow and after hours to the AI agent
Demand peaks
Your season fills the property and empties the front desk
Hotel call volume follows your occupancy, which means your phone is busiest exactly when your desk is most committed to guests standing in front of it.
An AI agent covers all of it. Direct bookings taken at any hour, in house requests routed instantly, and the commission you were paying to online travel agents partly recovered.
Inbound calls across a hotel yearshape, not scale
What your front desk can realistically answer Overflow the AI agent picks up
Illustrative shape based on typical Australian leisure travel. Corporate properties differ.
It plugs into what you already run
Your phone should know which guest is calling
VOCPhone connects to more than a thousand apps and offers open APIs, so a call arrives with a guest attached to it rather than just a number.
SalesforceHubSpotZohoXeroMondayGoogle WorkspaceMicrosoft 365SlackOpen APIs for the rest
Screen pops before you say hello
The caller's name, their history and their open reservation appear as it rings, so you open with their name instead of asking who is calling.
Click to call from the record
Ring a guest straight from your property management system without typing a number, and every call logs itself against the right file.
Notes that write themselves
Recording, transcript, AI summary and next action land in your CRM. Untimed HD video for up to 30 people is included when a call needs faces.
Why VOCPhone
One provider, one network, one bill
Most providers sell you a phone system that runs on infrastructure they rent. We built ours, which changes what we can promise.
We own the network
Not a reseller reselling somebody else's switch. VOCPhone owns and operates its own Australian network, which is why we can guarantee 99.99% uptime and fix things ourselves.
AI phone agents that sound Australian
Inbound and outbound agents trained on your business. They answer, qualify, book and escalate, in a genuine Australian accent, at any hour.
Desk, desktop and pocket
Apps for Windows, Mac, iOS and Android, plus certified desk and cordless handsets. Untimed HD video for up to 30 people comes with it.
Australian, and answerable
Australian owned, Australian hosted, 24/7 human support, 15+ years in this market, and a price-match guarantee if you find better.
Straight answers
The questions hotels ask us first
Can it take a direct booking?
Where your property management system can be reached through an integration or an API, yes, and this is where the money is. Every direct booking is a commission you do not pay.
Where a live connection is not available it quotes your direct rates from what you have given it, captures the booking completely and hands it to the desk, which still keeps the guest away from an OTA.
Can it handle in house guest requests?
Yes, and it is often the fastest reputation improvement available to a hotel. Towels, late checkout, maintenance and concierge requests get routed to the right team and logged, rather than sitting in a hold queue.
Every request is recorded, so you can see what guests ask for and how quickly it was resolved.
What about overnight, when we have one person on?
That is the shift it changes most. Overnight your single staff member cannot be at the desk and on the phone. The agent answers everything, takes bookings, handles routine requests and escalates what needs a person.
Late arrivals get looked after properly instead of finding an unanswered phone.
What happens when the AI cannot help?
It hands over, and you decide where. Complaints, billing disputes and anything a guest is upset about can go to a person, a queue, or a manager's mobile.
The caller does not repeat themselves either. Whoever picks up gets the context the agent already gathered. Outside hours it takes the details, texts a confirmation and queues the callback.
What difference does owning the network actually make?
Most providers resell somebody else's switch, which means when something breaks they raise a ticket with a wholesaler and wait, exactly like you would. VOCPhone built and runs its own Australian network, so we fix it ourselves.
It is also why we can put a number on uptime and offer a price match. There is no reseller margin stacked in the middle of your bill.
We run more than one property. Does that work?
That is where it earns its keep. Advertise one number and we route behind it by property, by time of day and by queue, with overflow so a call at a flat out property rings somewhere quieter.
Each property can keep its own greeting and direct number. Reporting rolls up across all of them.
Do we have to change our phone number?
No. Number portability is standard, including 1300 and 1800, so the number on your website, your confirmations and your travel listings stays exactly as it is.
We port it across and plan the cutover around your hours, not ours.
Voice over Cloud
Take the direct booking and keep the commission
Book fifteen minutes. Show us how calls reach your property today, and we will show you the version where the desk looks after guests and the phone still books rooms.
1300 663 222 · vocphone.com · Australian owned and operated