Use the Front Office Computer System
The PBX operator often has a list of abbreviations and code words the computer uses. Memorizing the list will increase speed, skill, and confidence.
The PBX operator has a personal access code for using the PBX and the computer system.
Use the Switchboard
The front office telephone system consists of the main switchboard and the multi-line telephones at the front desk, in reservations, at the bell stand, and throughout the front office area.
Use the PBX Information Directory
PBX workstations provide: emergency phone numbers, fire, bomb-threat, and weather-emergency procedures, power failure and switch failure procedures, medical emergency procedures, paging system number assignments and paging instructions, directions to the property from major airports and highways, department manager home phone numbers, facility hours, telephone problem and procedures manual, daily and weekly schedule of all property functions, Daily IP list
Restrict Guest Telephones
At times it may be necessary to restrict the telephone service of cash-only guests, minors, or high school or college groups.
The PBX operator can restrict guests’ phones via the switchboard or computer, depending on the phone system in place.
Phone Restrictions include: area code, fully restricted, hotline to console, six-digit toll restrictions
Process Wake-Up Calls
Wake-up calls are extremely important guest service.
If a guest does not receive a wake-up call and oversleeps, a formal complaint is sure to follow. Many guests will call PBX operators from their room to request a wake-up call
Record the following information on a Guest Call Sheet
-The day and date the call will be made
- The guest’s name and room number
- The exact time of the wake-up call
The guest ALWAYS hangs up first
Respond with something like : Good morning, Mr. Smith, its 7:30, enjoy your day”
Manual wake-up calls are tracked as they are made. This is done by highlighting or drawing a line through the guest’s name and room number. The operator signs his or her initials next to each guest’s name after the guest has been called.
Follow Guest Privacy and Security Measures
A PBX operator has a responsibility for helping ensure that property guests enjoy privacy and security.
There are several ways that PBX operators help protect the guest. They include:
-Protecting room numbers
- Protecting Guest information
- Reporting suspicious people
Use Pagers, Two-Way Radios, and Public Address Systems
PBX operators have a number of communication devices.
Pagers or beepers- small electronic devices that are assigned a telephone number and beep or buzz when they are called. Some pagers are exclusively for receiving phone numbers, while others can receive voice messages.
Two-Way Radios sometimes called walkie-talkies, these radios must be kept in good condition because they are often needed in emergency situations. They are called two-way because the open channel can receive and send messages; however, the transmit button must be released in order to hear the other party’s response.
Public address system- the PA system is usually used only in the case of an emergency.
Keep the PBX Area Organized and Clean
If the PBX station is clean and orderly is not only professional, but enables PBX operators to more effectively do their jobs.
File paperwork from a completed activity before beginning a new one. This will help prevent confusion from mixed-up papers. Knowing where to file copies of posting slips, telephone vouchers, occupancy reports, guest mail or messages, and registration cards is a necessity.
Maintain a stock f necessary supplies, arranged neatly. Usually, backup supplies are maintained on a par stock basis. Daily supplies should be drawn from these par stocks.
Keep the PBX station clean and orderly by cleaning while working. Throw out or recycle useless papers, dust the equipment and desktop frequently, and pick up any trash in the work area. If trash cans fill up, empty them. If the desk is unusually messy, with a lot of trash or special cleaning needs contract the housekeeping department.
8.2 Questions
1. Where can the PBX operator find the code words that the front office computer system uses?
The PBX operator often has a list of abbreviations and code words
2. List four items of information usually found in the PBX information directory.
Medical emergency procedures, facility hours, emergency phone numbers, daily VIP list
3. When placing wake-up calls, why is it important to allow multiple rings?
To ensure they get up; and if they are in the shower, then they can hear it
4. List two uses of a property’s public address system.
Emergencies; locating guests or making general announcements
5. When is the best time to clean the PBX station?
While working
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