For hotel management companies, communications technology has traditionally been treated as a property-level decision. As long as calls were answered and systems stayed online, little attention was paid to what sat behind the scenes.

That mindset is changing.

As portfolios grow across brands, regions, and ownership models, legacy communications technology is increasingly exposing management companies to portfolio-level risk, operational inconsistency, and hidden cost.

Legacy systems create portfolio risk

Many hotel groups still operate a mix of on-premise PBX systems, regional vendors, and ageing infrastructure. While this may function at an individual property level, it creates risk when viewed across an entire portfolio.

Inconsistent platforms mean:

• Limited visibility into performance and outages
• Increased dependency on local vendors and on-site hardware
• Higher exposure during peak demand periods or operational surges

For management companies responsible for brand standards, service levels, and reputation, this fragmented approach makes it difficult to maintain control at scale.

Inconsistency impacts both operations and guest experience

When each property operates on different communications systems, service delivery becomes inconsistent. Call handling, response times, and guest interactions can vary significantly from hotel to hotel – even within the same brand.

For management companies, this inconsistency affects:

• Guest experience and satisfaction scores
• Brand compliance and audits
• Staff training and operational efficiency

Standardising communications across the portfolio allows management teams to deliver a more consistent experience, regardless of location or flag.

The hidden cost of decentralised technology

Legacy and decentralised systems often appear cost-effective on paper, but the true cost is rarely visible.

Multiple vendors, unpredictable maintenance, hardware replacements, and support contracts drive up OpEx over time. Add to this the operational burden placed on property teams, and the cost becomes both financial and organisational.

Centralised, cloud-based communications provide management companies with:

• Predictable cost models
• Simplified vendor management
• Reduced reliance on on-site hardware

Central control enables scalability

As management companies expand into new regions or take on additional properties, communications technology must scale quickly and reliably.

Centralised platforms allow technology standards to be deployed consistently across new hotels, enabling faster onboarding, easier upgrades, and better long-term planning without disrupting operations.

A shift from property-level tools to portfolio strategy

Communications is no longer just a utility. For hotel management companies, it has become a strategic component of how portfolios are managed, risks are mitigated, and guest experience is protected at scale.

By moving towards standardised, centrally managed communications platforms, management companies gain greater control, improved consistency, and the flexibility needed to support growth across brands and regions.

To learn more about scalable hotel communications for management companies & ownership groups, download our guide.

To see how 14IP can benefit your properties or portfolio, speak to a member of our team. 

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With the deployment of Evolution Voice, our industry-leading cloud telephony platform for hotels, Courtyard Lincroft Red Bank are now fully equipped with the latest in modern communication technology.

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Courtyard by Marriott Greenville Haywood Mall has taken another step forward in enhancing guest satisfaction and operational efficiency by deploying Evolution Voice, our advanced VoIP communication platform.

With Evolution Voice, the hotel’s team can now manage calls, messages, and internal communications seamlessly, ensuring faster response times, smoother collaboration, and a more connected guest experience.

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Deploying EVA our cutting-edge artificial intelligence technology, which isn’t just another chatbot, it’s a human-like AI assistant who’s here to make guests stay effortlessly. Available 24/7/365, EVA understands natural language, anticipates the guests’ needs, and handles multiple requests at once. just like a real team member.

Need two towels and some toothpaste? Or want to book a dinner table for two on Tuesday at 19:30? Simply ask EVA, it is ready to help anytime, anywhere.

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We’re thrilled to announce that Courtyard by Marriott Detroit Livonia has deployed Evolution Voice, bringing its communication and hotel technology fully up to date!

With this powerful upgrade, the team can now enjoy smoother, more efficient operations, seamless communication across departments, and a system designed to make every guest interaction effortless.

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With the deployment of the Evolution Virtual Agent (EVA), Marriott’s Sabal Palms is embracing cutting-edge technology designed to enhance guest experiences and streamline hotel operations. EVA empowers hotel teams by handling guest inquiries quickly and efficiently, allowing staff to focus on delivering exceptional service and creating memorable stays.

Guests can now say goodbye to long wait times or the frustration of trying to reach the front desk. With EVA, everything they need is just a conversation away from requesting fresh towels to getting local recommendations, all through a seamless, intuitive AI-powered experience.

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We are delighted to welcome the Mandarin Oriental, Boston to the Fourteen Family, a property that exemplifies elegance, innovation, and world-class hospitality.

Awarded the prestigious Forbes Five-Star rating, Mandarin Oriental, Boston is home to the most spacious luxury rooms and suites in Back Bay. From exquisite event spaces to exceptional spa and wellness experiences, every detail is thoughtfully designed to create an unforgettable guest experience — all delivered with the hotel’s legendary personalized service.

Deploying our full Evolution Voice service at the property, ensuring they are equipped with the very latest in guest-facing technology. Evolution Voice provides a seamless digital experience to hotel stays, empowering guests to interact with services through intuitive, voice-enabled solutions.

But the innovation doesn’t stop there.

Mandarin Oriental, Boston is also home to some clever new additions — including a robotic delivery assistant that sends guests a message directly to their phone when their requested items, such as food or towels, have arrived. These smart robots are not just a novelty; they’re a practical and efficient way to enhance service while adding a touch of futuristic charm to the guest journey.

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The successful deployment of our Evolution Voice solution, along with EVA, our cutting-edge artificial intelligence technology designed to elevate the guest experience, ensures they are fully equipped with the latest innovations in hospitality.

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Designed to elevate the guest experience and streamline hotel communications, Evolution Voice is the trusted choice.

A true icon of Miami Beach, Andaz Miami Beach is a luxury hotel where historic Art Deco character meets modern elegance. Located on the chic stretch of Collins Ave in Mid-Beach, the oceanfront retreat offers the perfect balance of energy and relaxation. Just steps from the beachfront, we’re a destination for slowing down, reconnecting, and experiencing a refined take on the city’s vibrant spirit.

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Step outside to explore nearby attractions, from the Bahia Mar Yachting Center to the Museum of Discovery and Science and the shops along Las Olas Boulevard. Choose from a guest room, or one- and two-bedroom villas featuring a fully-equipped kitchen, plush bedding, separate living and dining areas, flat-screen TV, washer/dryer, and a furnished balcony. Come experience the best of Fort Lauderdale with your family at Marriott’s BeachPlace Towers.

Deploying EVA, our cutting-edge AI technology, Marriott is taking guest experience to the next level.

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