How Beach Property Group ditched their legacy PBX and gave their business a professional voice
Sunshine Coast hospitality group Beach Property Group replaced a legacy PBX and personal mobile numbers with a modern cloud phone system — 1800 number, IVR, and UCaaS across every property.
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Beach Property Group manages a portfolio of hotel accommodation properties across multiple locations on the Sunshine Coast, including Bokarina and Mooloolaba. With multiple sites and around-the-clock guest operations, having a reliable business phone set up is a necessity.
When Beach Property Group came to Kaizn, they had been running legacy PBX hardware for years. The system was clunky, difficult to manage, and entirely dependent on third-party technicians for even basic changes. Whenever they needed to add a new staff member or even update a greeting, they had to call a technician. Every small change meant delays, cost, and frustration for a team who just wanted to get on with the job.
On top of that, the business had been using a personal mobile number as its primary contact number. For a hospitality group managing high-value guest experiences and property bookings, a mobile number on marketing materials and booking platforms didn't reflect the quality of the business operation.
Beach Property Group needed a solution to transform their communications, giving them control over a modern, manageable system designed for the real-world operations of a multi-site hospitality business.
After engaging Kaizn, the team worked closely with Beach Property Group to understand how communication flowed across their properties, the customer journey, where the friction points were, and what a better experience would look like for staff and guests.
"John and Daniel from the Kaizn team took the time to actually understand how we operate across our properties before recommending anything. It didn't feel like a sales process – it felt like they were genuinely trying to solve our problem." Olivia Taylor – Owner at Beach Property Group
The legacy PBX was replaced with a fully cloud-hosted phone system — no on-site hardware, no dependency on third parties for changes. The platform can be accessed and managed remotely, meaning the business is in complete control. Adding a new team member, updating routing, or changing a greeting takes minutes, not a service call.
Every staff member was onboarded to a modern UCaaS (Unified Communications as a Service) platform, accessible directly from their mobile device via app. Voice calls, internal messaging, and team collaboration all sit in one place — whether staff are on-site or moving between properties.
Kaizn also provisioned a dedicated 1800 number for the business — a single, professional point of contact that works across all locations. Callers are now greeted by a professional experience from the first ring: custom music on hold, a branded IVR menu, and automatic out-of-hours routing to ensure no enquiry goes unanswered.
"We finally feel like a proper business. Everything just works — and we can manage it ourselves." Olivia Taylor – Owner at Beach Property Group
The transformation has been immediate and tangible. Beach Property Group now operates with a communications setup that matches the professionalism of their guest experience.
The 1800 number gives the business a single, credible front door — no more personal mobile numbers on booking platforms or marketing materials. Callers are routed intelligently, greeted professionally, and handled consistently whether the team is on-site or not.
Staff across all properties now communicate through one unified platform. New starters can be onboarded quickly without any external help. The team has full visibility, full control, and the flexibility to manage their own system as the business evolves.
For a hospitality group that runs on reputation and guest experience, having communications infrastructure that reflects the quality of their product isn't just a nice-to-have. It's the baseline. Beach Property Group now has it.
"The difference day-to-day is significant. Our team can communicate properly whether they're on-site or not, guests get a professional experience from the first call, and we can make changes ourselves without picking up the phone to anyone. It's how it should have always worked." Chris Taylor – Owner at Beach Property Group
- Legacy PBX replaced with fully cloud-hosted phone system
- Remote management — no third-party technicians required
- All staff on UCaaS — calls and messaging from any device, any location
- Dedicated 1800 number provisioned for a professional business presence
- Professional IVR, music on hold, and out-of-hours routing implemented
- New staff onboarded quickly with no external support needed
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