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Carrier: company providing a hotel’s telephone service. Telephone Acurator: turning guest room telephones off or on at check in or checkout, programming wakeup calls, turning message lights on or off. Voice mail: it is a electronic device connected to the telephone which answers call automatically and records voice message in the absence of guest. Now a days telephone are having in build voice mail system. This is interfaced with PMS. CALL ACCOUNTING SYSTEM: module of a PMS is a system that automatically posts telephone charges to a guest’s folio. CAS performs following functions:
Makes a record of all incoming and outgoing calls.
2. Chooses the least cost method of sending outgoing calls. 3. Maintain records of who will be charged for calls. 4. Maintain record of how much to be charged for the calls made. 5. Posts telephone charges to the proper guest’s folios. Common telephone subsystems: auto answering, voice mail, automated wake up, CAS, message on hold. These days programs:
• caller ID, • Conference call capability, • call forwarding, • hold, • transfer, • DND,
Voice messaging, etc.
AUTOMATED WAKE UP CALL: earlier telephone operator manually makes a telephone call to awaken the guest. But today’s telephone systems can be interfaced to automate wake up calls as requested by the guest. Requests can be programmed into the PABX by the guest in their own room or by the front office staff. All hotels around the world today have alarm clocks for guests who wish to use them. Many guests however don’t trust them. Most automated telephone systems have feature that allows guest to program their own wake up calls. But still in many older systems this feature is not available. Guaranteed wakeup call: hotel chain Crowne Plaza offers a guaranteed wakeup call program, where guest will receive their wake up call within five minutes of their specified time or their stay will be free. Manual wakeup call system: this system simply require the recording of guest’s name, room no, and preferred wake up call time. For this hotels maintain an accurate wakeup call log, which is nothing but a written record of wakeup call requests made by the hotel guests.
GENERAL DUTIES AND RESPONSIBILITIES OF THE TELEPHONE DEPARTMENT:
Operator & the guest: the operator must always be aware of the fact that he represents the management. So always need to show courtesy and need to show politeness in the tone of voice as well. Make use of: “Certainly sir”, “thank you”, “one moment please”, “may I help you”. Guests must always be addressed as “sir” or “madam”.
Avoid using slangs: yeah, yup, nope, buddy, dude, guys etc. Complaints handling: handle complaints and must be listen carefully. If you experiencing difficulty guest must be connected to the supervisor by saying “one moment please, i will connect you to the supervisor”. Keep Secrecy of all telephonic communications: it is legal offence to listen the communications of guests unnecessarily. To memorise the house directory and the internal extensions and also to memorise local important telephone numbers. Fire reports: the operator on receiving the fire alarm will immediately notify the chief engineer and announce the location of the fire. The operator will soon notify the GM, House keeper, FOM, Security officer. In case of major fire inform local police and fire brigade.