Introduction

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The Bay View Collection, a distinguished group of boutique luxury hotels in Maine, is known for providing personalized guest experiences across its four unique properties: Lord Camden Inn, Grand Harbor Inn, 16 Bay View, and Rockport Harbor Hotel. With a total of 88 rooms, the collection prides itself on exceptional service, modern amenities, and authentic coastal charm. However, their outdated communication system was proving to be a barrier to efficiency, reliability, and cost-effectiveness.

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To address these challenges, The Bay View Collection partnered with Think Simplicity to transition to a cloud-based, PMS-integrated phone system that significantly improved operations while reducing costs.

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Challenges with an Outdated Phone System

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Before implementing Think Simplicity, The Bay View Collection relied on a traditional Mitel hotel console, which presented several operational and financial obstacles:

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• Unreliability & Frequent Technical Issues – The system was outdated and dependent on on-premise server equipment, which led to frequent disruptions, requiring costly technical support that lacked responsiveness. ‍
• Limited PMS Integration – While the previous system technically allowed PMS integration, it was complicated, outdated, and ineffective, leading to inefficiencies in managing guest communication. ‍
• Guest Experience Challenges – Guests frequently encountered issues dialing out, particularly for long-distance calls, requiring constant troubleshooting and even server resets. Additionally, the front desk console lacked caller ID, making it difficult for staff to manage guest interactions efficiently. ‍
• Hidden & Fragmented Costs – The hotel had to maintain separate contracts for equipment servicing, dial-tone providers, and toll-free calling, with unpredictable rates and fees. The lack of an all-in-one solution made managing communication costs inefficient and non-transparent.

Why The Bay View Collection Chose Think Simplicity

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Recognizing the need for a modern, cost-effective, cloud-based solution, The Bay View Collection sought a provider that could seamlessly integrate with their new PMS, Cloudbeds, the intelligent solution powering the hospitality of tomorrow, while eliminating their reliance on aging on-premise equipment. Their key priorities included:

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• Full PMS Integration
• Ease of Use with an intuitive backend system
• ‍Minimal On-Premise Equipment to reduce maintenance costs
• Excellent Technical Support for ongoing service reliability
• ‍Cost-Effectiveness without hidden fees

While there was initial concern over potential downtime during the transition, Think Simplicity’s cost-effective proposal, seamless Cloudbeds integration, and outstanding customer support convinced The Bay View Collection to move forward. Notably, they were among the first properties to test and pioneer this PMS integration, demonstrating their commitment to innovation.

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A Cloud-Based, Multi-Property Communication Upgrade

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Think Simplicity provided a cloud-based communication system tailored to The Bay View Collection’s needs. Key improvements included:

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• Seamless Cloudbeds PMS Integration – Staff could now update housekeeping statuses directly from room phones, reducing manual work and improving efficiency. ‍
• Remote-Friendly, Cloud-Based System – Eliminated the need for on-premise server equipment, removing a key point of failure and maintenance costs. ‍
• User-Friendly Interface – Staff could easily modify settings (e.g., call forwarding) through an intuitive online Management Portal, something previously unavailable. ‍
• Caller ID for the Front Desk – Enhancing guest service by allowing staff to recognize and prioritize incoming guest calls. ‍
• Transparent Pricing & Cost Reduction – Think Simplicity provided a single, predictable cost structure, eliminating the need for separate contracts and unpredictable dial-tone rates. ‍
• Multi-Property Communication Efficiency – For hotel groups like The Bay View Collection, Think Simplicity’s seamless inter-property connectivity enabled smoother communication across locations, ensuring staff could easily forward calls between properties, keep processes consistent, and manage operations more effectively during off-peak seasons with reduced front desk staffing.

Seamless Implementation & Exceptional Support

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Transitioning to Think Simplicity was one of the smoothest technology implementations The Bay View Collection had experienced:

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• The onsite technician was knowledgeable and efficient, ensuring a seamless transition.
• Subsequent installations were performed remotely, with the hotel’s IT team handling implementation under Think Simplicity’s guidance. ‍
• Remote support from Think Simplicity was described as “the best in any industry”, offering quick troubleshooting and highly responsive assistance.

Thanks to the system’s intuitive interface and reliability, staff adapted quickly and experienced minimal to no learning curve.

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Measurable Cost Savings & Operational Improvements

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Since implementing Think Simplicity, The Bay View Collection has experienced:

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• 20% Reduction in Phone System Costs – Significant savings on long-distance, local, and toll-free calling fees.
• ‍Improved Staff Efficiency – PMS integration allows room statuses to be updated directly from phones, streamlining operations.
• ‍Seamless Call Management – No more guest complaints about call failures; call forwarding between properties is now effortless.
• ‍No More System Disruptions – Eliminated downtime issues caused by outdated hardware, ensuring consistent reliability.
• ‍Scalability for Growth – As The Bay View Collection expands, Think Simplicity’s cloud-based system ensures smooth scaling, connecting multiple properties under one streamlined platform.

Additionally, the hotel has received no complaints about the system from staff, reinforcing its smooth and problem-free operation.

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What The Bay View Collection Says

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“One of the best experiences we’ve had implementing new technology. The onsite tech was highly knowledgeable, and the dedicated support tech has been outstanding. The system is intuitive, reliable, and has significantly reduced our costs.”

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— Matthew Levin, Director of Hotels

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Future-Proofing Hospitality Communications

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Now that The Bay View Collection has fully transitioned to Think Simplicity, they continue to value the exceptional tech support, reliability, and cost savings.

As a multi-property operation, Think Simplicity’s ability to connect teams across locations, maintain consistency in processes, and provide scalability as they grow has made it a future-proof solution.

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Would they recommend Think Simplicity to other hotels? Absolutely.

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Transform Your Hotel Communications Today

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The Bay View Collection’s experience highlights the power of Think Simplicity’s cloud-based PBX solution to improve operational efficiency, enhance guest service, and reduce costs. If your hotel is looking for a seamless PMS integration, cost-effective telephony, and unparalleled support, it’s time to explore Think Simplicity.

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Interested in learning more? Schedule a consultation today!

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