8.3 Providing Guest Service as a PBX Operator
Using Guestroom Equipment and Amenities
PBX operators should be familiar with each type of guestroom and its special equipment and amenities.
Some things the PBX operator should known: Wireless Internet service, radio, free television channels, and pay movie channels, heating, ventilation, and air conditioning system, in-room mini- bars, in-room hot tubs, in-room safes
Maintain and Use the Guest Information Directory
Properties provide a directory, usually located at the front desk, when details many local restaurants, attractions and recreation options.
The guest information directory is usually a set of file folders or a three-ring binder with tabs.
PBX operators know how the information is organized so they can use it to turn quickly info.
Directory should include: special events, art and cultural attractions, theaters and cinemas, night clubs and entertainment, shopping centers, restaurants, lounges and taverns, recreation and hobby activities, transportation, medical services, personal services, business services, map of the area
Process Guest Mail, Packages, Telegrams, Faxes, and Messages
It is important guests receive their correspondence quickly and accurately.
For packages, many properties will use a date and time stamp to answer questions about how promptly these items are delivered.
All packages marked as “priority” or sent overnight delivery or by priority mail should be treated as urgent.
Respond to Questions
PBX operators are a guide to guests visiting the property for the first time.
PBX operators first listen carefully to guests to find out what they want to know. They ask questions to clarify, if necessary, and always give help with a clear and helpful tone of voice.
It may be necessary for PBX operators to get help from a co-worker if they are unable to make a suggestion.
Guests may ask for information about function times and locations of meetings or events both on and off property.
In situations where a guest requests a service that another department provides, the PBX operator should coordinate with that department to make sure the guest’s need is met. A guest should not have to call the department themselves.
Give Directions
It is important for PBX operators not only be familiar with how to get around the local area, but also be skilled at providing good directions.
Help Guests Make International Telephone Calls
International guests often need some assistance in placing a telephone call back home. PBX operators place the call for them.
PBX operators typically need the following information: international access code, country code, city code, local number
PBX operators are careful when dialing the numbers.
Respond to Dissatisfied Guests
The PBX operator is more likely to interact with a dissatisfied guest than other positions on the property.
PBX operators should listen intently to the details of the complaint.
PBX operators should stay calm and do not react angrily or argue with the guest
PBX apologize to the guest and acknowledge the guest’s feelings, regardless of who’s at fault.
PBX operators never argue, criticize, ignore, or challenge a guest’s complaint.
It does the property a favor when guests complain.
PBX operators take appropriate action by thanking the guest for bringing the problem to their attention and informing the guest that the problem will be resolved.
8.3 Questions
1. List four guestroom items that a PBX operator should be able to show a guest how to use.
In-room safes, In-room hot tubs, In-room mini-bars, heating, ventilation, and air conditioning
2. Where should a PBX operator look for information about a group meeting happening on property?
The weekly functions sheet
3. List the four items of information a PBX operator should have when placing an international call.
International Access Code, Country Code, City Code, Local Number
4. What is the first thing a PBX operator should do when receiving a call from a dissatisfied guest? What is the second thing?
Listen intently to the details of the complaint, then apologize to the guest and acknowledge the guest’s feelings
Showing posts with label Chapter 8. Show all posts
Showing posts with label Chapter 8. Show all posts
Saturday, April 14, 2012
START Chapter 8.2
8.2 Performing PBX Operator Functions
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
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
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
START Chapter 8.1
8.1 Getting to Know the PBX Operator
The primary job of a PBX operator is operating the property’s telephone switchboard.
The PBX operator is the primary source of information for property guests and employees.
Characteristics of PBX Operators: Friendliness, Confidence, Thoughtfulness, Clarity, Creativity, Enthusiasm, Integrity, Tact, Pride
Friendliness. When talking on the telephone, the PBX operator relates information to the caller a and attitude. A cheerful voice will make all callers feel welcome.
Confidence. A PBX operator is familiar with the property and is ready to answer any questions about its services and amenities.
Thoughtfulness. Operators must remember that they may be talking with people of different backgrounds and education levels. They speak with callers on their level and are always polite, never talking down to anyone.
Clarity. It is embarrassing if a listener must ask for a statement to be repeated. A PBX operator pronounces words carefully, and speak at a normal rate-not too fast and not too slow.
Creativity. PBX operators creatively solve problems whenever possible by using their skills and knowledge to offer ideas others may not have thought of.
Enthusiasm. PBX operators should be sold on the property. If not, how can a guest be sold on it? They must project the positive things about a property.
Integrity. PBX operators are honest if they do not know the answer to a caller’s question. They admit it, and offer to find the answer.
Tact. It is better to say nothing than to say something that’s inappropriate.
Pride. PBX operators take pride in their property and in their work. This pride is reflected in their voice. This pride instills interests and confidence in the caller.
Working as a Team
PBX operators can be excellent team players by:
-Helping front desk employees make wake-up calls
-Telling engineers about needed repairs.
- Learning the location and hours of operation of restaurants, lounges, health clubs, and other areas of the property to help guest enjoy everything available.
- Processing all business calls in an efficient, courteous manner.
8.1 Questions
1. What is the primary job of the PBX operator?
Operating the Property’s telephone switchboard
2. List the nine qualities that make up an excellent PBX operator.
Characteristics of PBX Operators: Friendliness, Confidence, Thoughtfulness, Clarity, Creativity, Enthusiasm, Integrity, Tact, Pride
3. Why is it important for pride to be reflected in the PBX operators’ voices?
Instills interests and confidence in the caller
The primary job of a PBX operator is operating the property’s telephone switchboard.
The PBX operator is the primary source of information for property guests and employees.
Characteristics of PBX Operators: Friendliness, Confidence, Thoughtfulness, Clarity, Creativity, Enthusiasm, Integrity, Tact, Pride
Friendliness. When talking on the telephone, the PBX operator relates information to the caller a and attitude. A cheerful voice will make all callers feel welcome.
Confidence. A PBX operator is familiar with the property and is ready to answer any questions about its services and amenities.
Thoughtfulness. Operators must remember that they may be talking with people of different backgrounds and education levels. They speak with callers on their level and are always polite, never talking down to anyone.
Clarity. It is embarrassing if a listener must ask for a statement to be repeated. A PBX operator pronounces words carefully, and speak at a normal rate-not too fast and not too slow.
Creativity. PBX operators creatively solve problems whenever possible by using their skills and knowledge to offer ideas others may not have thought of.
Enthusiasm. PBX operators should be sold on the property. If not, how can a guest be sold on it? They must project the positive things about a property.
Integrity. PBX operators are honest if they do not know the answer to a caller’s question. They admit it, and offer to find the answer.
Tact. It is better to say nothing than to say something that’s inappropriate.
Pride. PBX operators take pride in their property and in their work. This pride is reflected in their voice. This pride instills interests and confidence in the caller.
Working as a Team
PBX operators can be excellent team players by:
-Helping front desk employees make wake-up calls
-Telling engineers about needed repairs.
- Learning the location and hours of operation of restaurants, lounges, health clubs, and other areas of the property to help guest enjoy everything available.
- Processing all business calls in an efficient, courteous manner.
8.1 Questions
1. What is the primary job of the PBX operator?
Operating the Property’s telephone switchboard
2. List the nine qualities that make up an excellent PBX operator.
Characteristics of PBX Operators: Friendliness, Confidence, Thoughtfulness, Clarity, Creativity, Enthusiasm, Integrity, Tact, Pride
3. Why is it important for pride to be reflected in the PBX operators’ voices?
Instills interests and confidence in the caller
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