Addressing Hotelier Concerns: Auto Dialer Compliance Guidelines

Posted In | CRM | Help Desk | Auto Dialer | Restaurants, Hotels & Hospitality

The rapidly evolving technology landscape has introduced a myriad of tools designed to streamline business operations. In the hospitality industry, one of the most impactful technologies has been auto dialers. These systems offer significant benefits by automating routine communication tasks, freeing up staff time, and improving customer service. However, the use of auto dialers presents a few challenges. One of the major concerns among hoteliers is compliance with regulations set by the Federal Communications Commission (FCC). This article aims to shed light on these concerns and provide guidelines on how to stay compliant when using auto dialers in the hospitality industry.
 

Understanding the TCPA

The Telephone Consumer Protection Act (TCPA) is a federal law that regulates telemarketing calls, auto-dialed calls, prerecorded calls, text messages, and unsolicited faxes. The law stipulates that businesses must obtain the consumer's express written consent before making auto-dialed or prerecorded calls or texts to their mobile phones.
 

Auto Dialer Compliance Guidelines

Understanding and adhering to the following guidelines can help hoteliers avoid breaching TCPA regulations:
 

1. Obtain Written Consent

Before using an auto dialer to reach a guest's mobile phone, a hotel must obtain written consent from the guest. This could be in the form of an online form, an email, or a document signed by the guest. The consent should clearly state that the guest agrees to receive auto-dialed or prerecorded calls or texts.
 

2. Maintain Do-Not-Call Lists

Hotels should maintain a Do-Not-Call (DNC) list and ensure that the auto dialer system does not contact anyone on this list. If a guest requests not to be contacted, their request should be honored immediately, and their number should be added to the DNC list.
 

3. Time Restrictions

The TCPA imposes certain time restrictions on when businesses can make auto-dialed or prerecorded calls or send texts. Generally, these communications are not allowed before 8 a.m. or after 9 p.m. local time.
 

4. Identification

When making an auto-dialed or prerecorded call, the hotel should clearly identify itself at the beginning of the call. If the call is prerecorded, the hotel's contact information should also be provided at the end of the message.
 

By adhering to these guidelines, hoteliers can harness the power of auto dialers while staying compliant with TCPA regulations. It's also important to periodically review and update these practices to ensure ongoing compliance as regulations may change.