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In hospitality,every call—whether a guest requesting room service or a staff coordinating a repair—holds valuable insights.Hotel call recording systems capture these interactions,enabling service improvements,training,and compliance.Redstone’s NL-Recording,part of its NewLync-AS suite,is designed to meet hospitality’s unique needs,from secure storage to actionable analytics.
NL-Recording automates the capture of all calls—internal,external,and guest-initiated—via Redstone’s RGW gateways and REX IP-PBX systems.Recordings are stored securely,with encryption to protect guest privacy(critical for GDPR and local regulations).A 300-room hotel in Europe uses NL-Recording to comply with data protection laws,avoiding fines by ensuring recordings are encrypted and deleted after the required retention period.
Storage and management are streamlined.The system auto-names files by date,caller ID,and extension,making searches fast.Staff can filter recordings by time,department,or keyword(e.g.,“complaint”or“wake-up call”)via a web-based dashboard.A front desk manager investigating a billing dispute found the relevant call in 2 minutes,compared to 30 minutes with their old system.
Playback features aid training and quality checks.Supervisors review recordings to assess staff performance—e.g.,how well a front desk agent handled a guest complaint.Slow response times or unprofessional tone are flagged,and feedback is given.A hotel chain using NL-Recording reported a 22%improvement in staff communication skills after 6 months of targeted training.
Integration with AI-CEM turns recordings into insights.Redstone’s customer experience tool analyzes call data to identify trends:frequent requests for gluten-free options,common complaints about slow Wi-Fi,or praise for a specific staff member.This guides decisions,like adding more gluten-free menu items or rewarding top performers.A resort using this integration increased repeat bookings by 10%by addressing guest pain points.
Security and permissions prevent misuse.Admins set access levels—e.g.,front desk supervisors can only access guest calls,while IT teams manage storage.Operation logs track who viewed or downloaded recordings,ensuring accountability.For luxury hotels handling high-profile guests,this control is critical for maintaining trust.
Scalability meets hotel growth.NL-Recording supports up to 10,000 concurrent calls,making it suitable for large resorts.As a hotel adds rooms or locations,the system expands via software,avoiding hardware upgrades.A chain expanding from 5 to 20 properties integrated all locations into a single NL-Recording dashboard,simplifying oversight.
Emergency preparedness is enhanced.Recordings of emergency calls(e.g.,fire alarms or medical assistance)are stored separately,aiding post-incident reviews.A hotel in a hurricane zone used NL-Recording to analyze emergency response calls,refining protocols for faster evacuations.
In summary,Redstone’s NL-Recording is more than a compliance tool—it’s a driver of service excellence.By capturing,storing,and analyzing calls,it helps hotels train staff,resolve disputes,and understand guest needs.For hospitality businesses prioritizing quality,NL-Recording is indispensable.
Redstone Systems, Inc. founded in Delaware, USA in December 2002, has been the ODM vendor for many well-known communications companies, serving the Southeast Asian market. In 2020, Redstone Systems will begin to return to the North America market with its self-developed brand.
Redstone has a complete product line of intelligent voice gateways, providing IP-PBXs, analog VoIP gateways (FXS/FXO), digital VoIP gateways (E1/T1), border appliances, and session boundary controllers (SBCs).
With advanced technology in digital signal processor (DSP), speech coding and speech processing, as well as efficient operational tools such as cloud remote management, auto provisioning, Redstone gateways are widely used in markets of enterprise communications, cloud communications, call centers, operators’ IMS/SIP trunks, bringing users friendly, efficient and reliable communication experience.
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