How DuVoice Helped Cornell’s Statler Hotel Modernize Its Phone System Without Disrupting Guest Services

Replacing a hotel phone system is rarely as simple as installing new hardware. Unlike a traditional office environment, hotels rely on deep integrations between their Property Management System (PMS), guest room phones, voicemail, wake-up calls, emergency communications, housekeeping workflows, and front desk operations.

When one component changes, the entire guest communication ecosystem must continue working seamlessly. That was exactly the challenge facing The Statler Hotel at Cornell University.

The Challenge: Modern Infrastructure Without Sacrificing Guest Service

As Cornell transitioned its campus to RingCentral, The Statler Hotel needed to modernize its aging phone infrastructure while maintaining the personalized guest experience expected of a AAA Four Diamond property.

According to Cornell Information Technologies, the project involved far more than replacing telephones. The existing PBX, Property Management System, guest services, privacy protections, and hotel operations were tightly interconnected, with no off-the-shelf solution available for the migration.

Critical hospitality functions had to remain intact, including:

Guest check-in and check-out automation
Guest voicemail
Wake-up calls
Caller ID privacy
Emergency calling
Front desk communications

Any interruption could directly impact guests and hotel operations.

Where DuVoice Fit Into the Solution

The second phase of the modernization project centered on replacing the legacy onsite PBX while preserving the hotel’s hospitality workflows.

Cornell selected DuVoice to provide the software layer connecting the hotel’s Property Management System with RingCentral.

As Cornell documented, DuVoice software made it possible to connect the hotel’s Hospitality Management System to RingCentral, allowing core guest services, including voicemail and other hospitality communication functions, to continue operating within the new communications environment.

Rather than forcing hotel staff to change established workflows, DuVoice enabled the technology behind those workflows to evolve.

Hospitality Communications Are Different

Hotels have communication requirements that differ significantly from most businesses. For example:

Guest names must automatically appear for hotel staff after check-in.
Guest information must be removed at checkout.
Voicemail must be created and deleted automatically.
Room phones require unique privacy protections.
Guests expect one-touch access to hotel departments.
Emergency services require accurate room identification.

These processes are typically driven by integrations between the PMS and the hotel’s communication platform.

A Complex Migration with Minimal Disruption

One of the most impressive aspects of the project was the implementation timeline. Working together, Cornell’s IT teams, hotel operations staff, RingCentral, DuVoice, and several technology partners completed the production cutover during a carefully planned three-day maintenance window.

More than 250 phones across 153 guest rooms and offices were deployed while minimizing disruption to hotel operations. Successful hospitality technology projects depend not only on software but also on careful planning, collaboration, and operational expertise.

Lessons for Hotel Technology Leaders

The Statler Hotel project highlights several lessons for hotels planning communication upgrades.

1. Guest Experience Must Remain the Priority

Technology upgrades should be nearly invisible to guests. Whether guests need voicemail, room service, or emergency assistance, communication systems should continue functioning throughout the transition.

2. Integration Matters More Than Hardware

Replacing phones alone is not enough. Modern hotels require communication systems that integrate with:

Property Management Systems
Guest services
Housekeeping workflows
Voicemail
Wake-up calls
Emergency communications

Learn more in What Is a Hotel PBX System? Everything Hoteliers Need to Know.

3. Hospitality Requires Specialized Solutions

General business communication platforms often need hospitality-specific software to support hotel operations.

DuVoice bridges that gap by connecting modern communications platforms with the operational systems hotels rely on every day.

Supporting Hotels Beyond Traditional PBX Systems

As more hotels adopt cloud communication platforms, maintaining hospitality functionality becomes increasingly important.

DuVoice helps hotels preserve essential guest services through solutions including:

Together, these solutions help hotels modernize communications without sacrificing the operational workflows that staff and guests depend on.

Looking Ahead

Hotel communications continue to evolve as cloud platforms become the industry standard. Yet one thing remains constant: guests expect fast, reliable, and personalized service.

The successful modernization of The Statler Hotel demonstrates that with the right planning and the right technology partners, hotels can embrace modern communications while preserving the hospitality experience that sets them apart.

If your property is planning a phone system upgrade, migrating to a cloud communications platform, or looking to better integrate your Property Management System with modern telephony, explore DuVoice Hospitality Communication Solutions to see how our hospitality-focused platform can help simplify complex transitions while keeping the guest experience at the center of every decision.

Contact us

Email: sales@duvoice.com
Phone: 425-250-2393 || 425-889-9790

How DuVoice Helped Cornell’s Statler Hotel Modernize Its Phone System Without Disrupting Guest Services