A UK hotel management group was operating a large portfolio of UK hotels, each relying on ageing telephony systems that were no longer suitable for long-term operational needs. With the WLR switch-off approaching, the existing phone systems were not suitable for SIP migration, creating a need for a modern replacement solution.
TMB was selected to plan and deliver a phased telephony upgrade across more than 60 hotel sites, replacing legacy systems with 3CX and supporting the transition to SIP connectivity. The project needed to be carefully managed to avoid unnecessary disruption to hotel teams, maintain continuity for day-to-day operations and ensure each site had the infrastructure required for a successful rollout.
Discovery and Assessment
The project started with fact-finding phase to gather information on the existing setup. TMB worked through each hotel’s telephony environment to understand current systems, extension requirements, cabling conditions, ISDN arrangements, porting considerations and the supporting infrastructure needed for the move to 3CX.
This assessment also included identifying where additional infrastructure would be required, including new PoE provision for admin handsets and connectivity considerations for guest room and accessible room requirements. By completing this work upfront, TMB was able to build a clearer picture of each site’s needs before installation began.
Transition Planning and Phased Rollout
TMB developed a phased rollout plan to avoid trying to complete the entire estate at once. The project was structured into blocks of sites, allowing the team to survey, quote, schedule and deploy in a controlled way. This approach helped maintain momentum while still allowing time to review progress and apply any learnings before moving into the next stage.
The first major block of sites was surveyed and compared against the proposed quotes, with adjustments made where cabling was not already in place or where additional infrastructure was needed. Installations were then scheduled geographically, helping to reduce unnecessary travel and make the deployment more efficient week by week.
Delivery
To support the rollout, TMB also upskilled two IT engineers so they could install 3CX systems as part of the deployment programme. This helped build internal delivery capacity and ensured the project could continue at pace across multiple hotel locations.
The first group of systems was installed over a concentrated period, with deployments taking place regularly across the estate. After this, TMB reviewed the rollout before moving on to the remaining sites, all of which were then surveyed and prepared for the next phase of installation and porting.
Ongoing Support
Following deployment, TMB became responsible for supporting the hotel group’s 3CX installations, SIP trunks and associated telephony support requirements. This provided the client with a more consistent and manageable telephony environment, replacing fragmented legacy arrangements with a platform that could be supported centrally.
Outcomes and Impact
The project created a modernised telephony foundation across the hotel portfolio, supporting the move away from outdated systems and preparing the estate for SIP-based connectivity. The phased approach helped ensure the rollout was delivered in a controlled and practical way, with site-specific requirements identified and addressed before installation.
Key outcomes included:
- Replacement of legacy phone systems that could not be upgraded for SIP
- Deployment of 3CX across a large mainland UK hotel portfolio
- Improved consistency across hotel telephony environments
- Geographically planned rollout to support efficient delivery
- Additional infrastructure identified and implemented where required
- Internal engineering capability strengthened through 3CX training
- Ongoing support provided for the estate’s 3CX systems and SIP trunks
The client was pleased with the way the project was handled, with the rollout progressing smoothly and only minimal post-installation issues raised. The result is a more modern, scalable and supportable telephony environment across the hotel group’s UK portfolio.
