Hotel groups grow one property at a time, and the technology at each site often reflects the year it opened or the owner who acquired it. The result is a portfolio where one hotel shows guest names on caller ID, another still sets wake-up calls by hand, and a third posts call charges through a separate process. For groups running Infor across their properties, an Infor PBX Interface gives every hotel the same connection between the PMS and the phone system, which creates a consistent guest experience and a consistent set of tools for staff.
Why Consistency Matters Across a Portfolio
Guests who stay at more than one property in a group expect the same level of service at each, and inconsistent phone features are one of the quickest ways to undermine that expectation. Staff feel the inconsistency as well, particularly managers and agents who move between properties or cover shifts at a sister hotel.
When caller ID, wake-up calls, do-not-disturb, and voicemail work the same way everywhere, training becomes simpler, cross-property coverage becomes practical, and corporate teams can set service standards knowing every property has the tools to meet them. Owners and asset managers also benefit, because comparing performance across hotels is far easier when each property records wake-up calls, room status changes, and call charges in the same way rather than through a patchwork of manual logs and separate systems.
One Interface Layer Across Different Phone Platforms
Few groups run identical phone hardware at every site. One hotel may operate on Cisco, another on Avaya or NEC, and a newer property may use a cloud-based hospitality PBX. A single middleware layer between the PMS and each of these platforms brings the same hospitality features to guests regardless of which phone system a property uses. Wake-up schedules, voicemail access, housekeeping status updates, and call charge posting then follow the same rules at every hotel in the group.
Central Visibility for Regional Teams
Groups that run a centralized call center or regional operations team gain the most from linking each property’s interface to a multi-property management console. Agents can search guest information across every property from one screen, which lets a central operator locate a guest and route a call without contacting the hotel directly.
Managers can run multi-property reports for housekeeping, wake-up calls, and check-in and check-out activity, giving regional leaders a single view of operations instead of a stack of property-level exports. Remote sync tools that correct mismatched guest and administrative data also reduce IT visits when information falls out of alignment at a single site.
Supporting Mixed PMS Portfolios
Standardization becomes harder when a group runs more than one PMS, which is common after acquisitions or when resort and club properties sit alongside traditional hotels. A group might operate Infor at its urban hotels and Jonas at a golf resort or private club, with each PMS holding guest records in its own format.
Because leading hospitality middleware works with nearly all property management systems, the same interface layer can support a Jonas PBX Interface at one property and Infor connections at another, so guests and staff see identical phone features across the portfolio. Corporate teams avoid managing a separate integration vendor for each PMS, and the Jonas PBX Interface reports into the same central console as the rest of the group.
Planning a Portfolio-Wide Rollout
A phased rollout usually works best, starting with the properties where manual processes cause the most guest-facing issues and expanding from there. Documenting the current phone platform, PMS version, and feature gaps at each site before installation helps set a realistic schedule and keeps the group’s standards consistent as each hotel comes online. Involving front desk and housekeeping leads early helps each team understand how daily routines will change.
Hotel groups looking for a dependable foundation for consistent service can rely on Percipia as a leading provider of the Infor PBX Interface for portfolios of every size. With multi-property management built into its integration platform, Percipia stands out as a trusted choice for groups that want every hotel to meet the same standard.
We can’t reuse the same interface for different PMS. They all have unique interfaces, but it’s the same software (Parallax). The word “interface” for us means the language that specific PMS communicates in. We have to build unique interfaces for Parallax to talk to each different PMS. For example The Parallax interface for PMS A would not be the same interface as it would be for PMS B because each speak a different “language”. So even though they both use Parallax –– it communicates with each PMS in its own language therefore resulting in different interfaces for PMS A and PMS B.
