GuestWorks® and DEFINITY® Enterprise Communications Server Release 9 Hospitality Operations 555-231-742 Comcode 108898941 Issue 1 November 2000
Copyright 2000, Avaya Inc. All Rights Reserved Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Preventing Toll Fraud “Toll fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf).
Issue 1 November 2000 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Contents iii Contents Contents iii Hospitality Operations 1 ■ ■ ■ ■ About This Document 1 Reasons for Reissue 1 Purpose 1 Organization 2 Conventions 2 Related Documents 4 Hospitality Services Overview 5 Telephone Support 5 Guest Services 5 PMS Integration 6 Messaging Services 7 Flexibility 7 Guest Operations 9 Automatic Wakeup 9 Do Not Disturb 13 Emergency Access to the Att
Issue 1 November 2000 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Contents iv ■ ■ ■ Voice Messaging Operations Administrative Mailbox on an INTUITY System 63 Connecting Guests to the Voice Messaging System 64 Restoring a Deleted Voice Message 66 Retrieving Messages for Checked-Out Guests 67 Call Accounting Operations ■ 69 End-of-Week/End-of-Month Audit Procedures 70 Printing Key Reports 71 Housekeeping Staff Operations Reports 75 76 79 Administration Report
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations About This Document 1 Hospitality Operations About This Document This document contains the procedures for using the hospitality features of the GuestWorks® and DEFINITY® Enterprise Communications Server (ECS) family of products. These services include a group of switch-based features that support the lodging and health industries.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations About This Document 2 The hospitality services are described in this document for the system managers, attendants, and front desk personnel who use the services and explain the procedures to guests and housekeeping staff. Guests and housekeeping staff will have access to simplified instructions for the specific procedures they use.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations About This Document 3 The buttons shown in this document use default label designations. Since the button labels can be customized for each site, some button labeling may have different designations. Some button labels, such as Serial Call, span two lines. Because of line spacing in this document, they are shown across one line of text, such as Serial Call.
Issue 1 November 2000 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations About This Document 4 — Confirmation tone — a three-burst tone you hear after successfully using a feature access code. — Intercept tone — a high-to-low tone you hear when a call or feature access code is not accepted. ■ The following table lists the features described in this document. Ask your administrator for these codes and write them down in this table.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Hospitality Services Overview 5 Hospitality Services Overview Keeping guests satisfied is the key to a successful lodging establishment, and providing full guest services through up-to-date communications enhances guest satisfaction. GuestWorks and DEFINITY ECS offer the lodging operator the most advanced hospitality communications package currently available.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Hospitality Services Overview 6 An important feature of the switch is the ability to activate Do Not Disturb. This feature assures that Do Not Disturb will turn off at the predetermined time. Do Not Disturb is just that — it turns off ringing at a station (a form of terminating restriction).
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Hospitality Services Overview 7 Messaging Services When a guest has a message, the message waiting lamp on a guest’s telephone can be turned on by the INTUITY Lodging messaging system, by the PMS, or by the console attendant. When guests retrieve all of their messages, the voice messaging system turns their message waiting lamps off.
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GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Guest Operations 9 Guest Operations Guests can schedule wakeup calls for themselves, block unwanted incoming calls, make emergency calls, and retrieve voice and fax messages from their extensions or from telephones outside of the property. The specific procedures required for each of these features depends on the type of telephone a guest is using.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Guest Operations 10 With Speech Synthesizer Provide the following procedures to your guests for activating and deactivating a wakeup call. NOTE: Guests cannot enter two wakeup calls when using the Speech Synthesizer circuit pack. Only attendants can enter two wakeup calls with this configuration.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Guest Operations 11 Change or Delete Your Wakeup Call 1. Pick up the handset of your telephone, and press the wakeup button, or enter the Automatic Wakeup Call feature access code _____. ■ Listen to the wakeup instructions. You will hear “You have reached the automatic wakeup service. Your current request for a wake-up call is _____.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Guest Operations 12 3. Hang up the telephone. 4. If you wish to have a second wakeup call, pick up the handset of your telephone and press the wakeup button, or enter the Automatic Wakeup Call feature access code _____. ■ You will hear recall dial tone (three short tones, followed by dial tone). 5. Press the * button. 6. Enter the time that you wish to receive your second wakeup call.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Guest Operations 13 5. Press the * button, followed by the # button. ■ You will hear confirmation tone (three short tones, followed by silence). 6. Hang up the telephone. Do Not Disturb If your switch is equipped with the Speech Synthesizer circuit pack, guests can enter their own Do Not Disturb requests.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Guest Operations 14 Change or Cancel a Do Not Disturb Request (Feature Dial Access Code) 1. Pick up the handset of your telephone and enter the Voice Do Not Disturb feature access code _____. ■ Listen to the instructions. You will hear “You have reached the Do Not Disturb service. The current time for deactivation is _____. Press 2 to change; press 3 to deactivate the service now.” 2.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Guest Operations 15 Retrieving Messages Usually, guests will retrieve their voice messages from their rooms, but they may also need to retrieve their messages from other guest rooms, from a house telephone, or from a location away from the property. When retrieving messages from other locations, passwords assigned at check-in are used for guest security.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Guest Operations 16 If no keys are pressed, the current message is saved (if the system is administered to save old messages), and the new one is played. To keep your mailbox space free for new messages, delete unwanted messages. If the system is not administered to save old messages, once you listen to a message, the message is deleted automatically, and the next message is played. 3.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Guest Operations 17 If no keys are pressed, the current message is saved (if the system is administered to save old messages), and the new one is played. To keep your mailbox space free for new messages, delete unwanted messages. If the system is not administered to save old messages, once you listen to a message, the message is deleted automatically, and the next message is played. 5.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Guest Operations 18 Recording a Personal Greeting NOTE: To use this feature, the INTUITY Lodging system must have software Release 1.1 or later. 1. Call the message retrieval telephone number. ■ Listen to the message retrieval greeting. 2. When prompted, press the 5 button to hear the personal greeting and change password options.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Guest Operations 19 Changing Your Password At check-in, you were assigned a 4-digit password to use when retrieving your messages while away from your room. NOTE: To use this feature, the INTUITY Lodging system must have software Release 1.1 or later. Passwords cannot be the same as your room number and cannot be the same four digits.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Guest Operations 20 Dial by Name If you can not remember at which room your associate is staying, you can use the Dial by Name feature to place a call. This feature is only available on GuestWorks. 1. Call the Dial by Name extension as provided by the hotel. You are routed to the auto-attendant procedure and are prompted to enter the person’s name. 2.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Issue 1 November 2000 21 Front Desk Operations Almost all operations that are done from a traditional “attendant console” (Model 302 or PC console) can now be done from an Attendant Backup telephone (a telephone that has “console” permissions).
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 22 Attendant Backup The Attendant Backup feature allows you to access most attendant console features from one or more specially-administered multiappearance telephones. Using this backup mode, you can answer calls faster, thus providing better service to your guests and prospective clients. The recommended telephones are the Model 6408D+ and the Model 6424D+.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 23 Check-In/Check-Out Use the following procedures to check hotel guests in and out. If your switch has a PMS that supports check-in and check-out, use this feature from the PMS. The only exception to this is if the link to the PMS is not operational.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 24 Assigning DID Numbers to Guest Rooms Two methods can be used to assign a Direct Inward Dialing (DID) number to a guest’s room: ■ Automatic selection of DID numbers by the switch or via the PMS ■ Custom selection of VIP DID numbers by the person checking in the guest.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 25 Checking in a Guest Room and Assigning a DID Number Automatically An automatic assignment of a DID number to a guest room allows a guest to have a phone number not associated with his/her room number. To check in a guest and provide a DID number to a guest in room 6022, do the following: 1. Press the check-in button on the console. CHECK IN - Ext: 2.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 26 If you try to assign a VIP DID that is already in use, the following displays: CHECK IN COMPLETE, DID UNAVAILABLE Viewing DID Number Assignments To find out what DID number is assigned to a room, do the following: 1. Press the DID View button. The following displays: DID VIEW: EXT? 2.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 27 6. When the display shows the number that you want to use, press the # button. The following displays: DID CHANGED Changing to a New VIP DID Number NOTE: Please keep in mind that you can change a DID in any of the following ways: ■ Automatic to Automatic ■ VIP to VIP ■ Automatic to VIP ■ VIP to Automatic. To change a VIP DID number, do the following: 1.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 28 Suite Check-In Suite Check-In allows you to have the switch automatically check-in more than one phone, associated with the same room, with one check-in command (whether from your PMS or an on-switch check-in from an attendant). When a room phone is checked in, the switch looks for a hunt-to extension associated with that phone.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 29 Check-Out When a guest checks out, the room’s status changes to vacant, and the room’s telephone controlled restriction changes to Outward Restriction. This applies whether the room has one telephone or a suite of telephones. Outward restriction prevents unauthorized users in the room from making outgoing calls.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 30 Automatic Wakeup Wakeup calls can be activated by guests from their own rooms, or by front desk personnel using the attendant console or a backup telephone. Depending on how the system is administered, a single wakeup request, two wakeup requests, daily repeated requests, or a special VIP request can be set.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations ■ ■ 31 Customized announcements recorded on the Audichron recording device which delivers sales pitches for various hotel functions along with the wakeup call. Audichron can be equipped with time and temperature circuitry which enables the wakeup announcement to give the time and temperature. Audichron uses all four ports on an Auxiliary Trunk circuit pack.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 32 User Operation Wakeup requests can be entered, changed, and canceled from the console or backup telephone. Wakeup announcements can use a standard announcement or can be customized (for example, announcements that play at certain times, or announcements in different languages). See your supervisor for a list of the different announcements.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 33 4. Press the 2 button for an A.M. wakeup call, or press the 7 button for a P.M. wakeup call. ■ The following displays: WAKEUP MESSAGE: XXXX 5. The display shows the default wakeup message number. If you want to use the default message, go to Step 6. If you want to use a different wakeup message, enter the wakeup message number.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 34 Dual Wakeup To add or change a wakeup call when the Dual Wakeup feature is enabled, do the following: 1. Press the Auto wakeup button. ■ The Auto Wakeup lamp goes on. ■ The following displays: AUTO WAKEUP - Ext: 2. If you are already on an active call with the guest requiring the wakeup call, the extension number displays automatically.
Issue 1 November 2000 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations 35 6. If you want to use a different wakeup message, enter the wakeup message number. NOTE: You cannot specify a different wakeup message when setting up a wakeup call from a backup telephone. You can use only the default wakeup message. 7. Press the # button to confirm the wakeup request. ■ The following displays: CONFIRMED.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 36 11. Press the # button to confirm the wakeup request. ■ One of the following displays: WAKEUP REQUEST CONFIRMED This indicates that the wakeup procedure was successful. WAKEUP ENTRY DENIED - TOO SOON This indicates that the time entered is within 2 1/2 minutes of the current time.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 37 Daily Wakeup Daily Wakeup allows a guest to request a wakeup time that will be delivered the same time every day until canceled or changed. To add a daily wakeup call, do the following: 1. Press the AUTO-WAKEUP button. ■ The following displays: AUTO WAKEUP - Ext 2.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 38 6. Press the # button to receive the next prompt. ■ The following displays: WAKEUP MESSAGE: XXXX 7. The display shows the default wakeup message number. If you want to use the default message, go to Step 9. If you want to use a different wakeup message, enter the wakeup message number. ■ The following displays: WAKEUP MESSAGE: 53201 8.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 39 VIP Wakeup VIP Wakeup provides the hotel the option of placing a personal call to awaken a special guest, rather than awakening that guest with a standard announcement. To add a VIP wakeup call, do the following: 1. Press the Auto wakeup button. ■ ■ The Auto Wakeup lamp goes on. The following displays: AUTO WAKEUP - Ext: 2.
Issue 1 November 2000 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations 40 6. Press the # button to receive the next prompt. ■ The following displays: WAKEUP MESSAGE: XXXX 7. The display shows the default wakeup message number. If you want to use the default message, go to Step 9. If you want to use a different wakeup message, enter the wakeup message number. ■ The following displays: WAKEUP MESSAGE: 53201 8.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 41 12. Press the flashing VIP-Wakeup lamp to place a priority call to guest Mike Jones. ■ ■ The VIP-Wakeup lamp goes out, and the VIP-Retry lamp begins to flash. When the guest answers, the VIP-Retry lamp goes out. The attendant can add a personal touch wishing the guest “Good morning, Mr. Jones.” 13.
Issue 1 November 2000 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations 42 Canceling Wakeup Calls Once a wakeup call has been successfully delivered, the request is canceled automatically. However, you can cancel a wakeup call manually before it is delivered by doing the following: NOTE: With Dual Wakeups, you can delete only one wakeup call at a time. You must do this procedure twice to delete both wakeup calls. 1.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 43 Failed Wakeup Notification A wakeup call rings for 30 seconds at a guest’s telephone. If the wakeup call is not answered after three attempts (the attempts are spaced 5 minutes apart), a record of the failed attempt is printed on the journal printer.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 44 Controlled Restrictions The Controlled Restrictions feature allows you to activate different types of calling restrictions on guest room telephones. The restriction types include the following: ■ ■ Outward — The guest cannot place calls to the public network.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 45 When a guest tries to make a call from a station that is restricted, the call is routed to one of the following, depending on how the system is administered: ■ The attendant ■ A recorded announcement ■ Another extension (for example, one of the backup telephones) ■ Intercept tone.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 46 3. After hearing the second dial tone, enter the room number. ■ A confirmation tone indicates that the restriction was activated. An intercept tone indicates that the room number already has a restriction assigned, or you dialed an improper digit. If the request fails, press RELEASE or CANCEL, and start over. ■ The call appearance lamp goes off.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 47 Activate Controlled Restriction for a Group of Rooms To activate a controlled restriction for a group of rooms, do the following: ! CAUTION: If you use this feature, be sure that you understand which rooms are in a particular COR. Since this feature is controlled by the COR, all telephones in the same COR will have the selected restriction applied.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 48 Cancel Controlled Restriction for a Group of Rooms To deactivate a controlled restriction for a group of rooms, do the following: 1. Press the start button or an idle call appearance button. ■ You hear dial tone. ■ The call appearance lamp goes on. ■ The Position Available lamp goes off. 2.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 49 Change Class of Restriction (COR) by Feature Access Code (FAC) A user with console permissions (COS) can change, via his/her telephone or attendant console, Class of Restriction (COR) values for one or more telephones or attendant consoles. This is done using a feature access code that has been defined by the system administrator.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 50 4. You will hear dial tone a third time. After hearing the third dial tone, enter the extension number of the station whose COR value is to be changed. You will hear one of the following: ■ ■ Confirmation tone if the extension exists, and the telephones or attendant consoles are local on the system. Continue to Step 5.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 51 Do Not Disturb The Do Not Disturb feature permits hotel guests to request that calls directed to the room be blocked for a predetermined period of time. This can be done from the attendant console, a backup telephone, or by guests themselves. If the switch has a Speech Synthesizer circuit pack, guests can apply their own Do Not Disturb requests.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 52 Activate Do Not Disturb for One Room NOTE: Do Not Disturb cannot be activated using the PC console. To add or change a Do Not Disturb request, do the following: 1. Press the dnd ext button. ■ The DND Ext lamp goes on. ■ The following displays: DO NOT DIST- Ext: 2.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 53 5. Press the # button to confirm the Do Not Disturb request. ■ One of the following displays: THANK YOU - DO NOT DIST ENTRY CONFIRMED This indicates that the Do Not Disturb procedure was successful. DO NOT DISTURB DENIED - TOO SOON This indicates that the time entered is within 2 1/2 minutes of the current time.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 54 Activate Do Not Disturb for a Group of Rooms A typical application of this procedure is applying Do Not Disturb to a group of conference rooms where meetings are in session during the day, and the attendees do not want to be disturbed with telephone calls. ! CAUTION: If you use this feature, be sure that you understand which rooms are in a particular COR.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 55 5. Press the # button to confirm the Do Not Disturb request. ■ One of the following displays: THANK YOU - DO NOT DIST ENTRY CONFIRMED This indicates that the Do Not Disturb procedure was successful. DO NOT DISTURB DENIED - TOO SOON This indicates that the time entered is within 2 1/2 minutes of the current time.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Issue 1 November 2000 56 Message Waiting Notification You can notify a guest that a message is waiting by turning on the message waiting lamp on that guest’s telephone. The guest retrieves the message by calling the front desk or by calling the voice mail system.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Issue 1 November 2000 57 PMS Alarms You may have a pms alarm button assigned to your attendant consoles and backup telephones. If the link between the switch and the PMS goes down, this button lamp will light until the link is restored.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Issue 1 November 2000 58 Maid Status, Housekeeping Status, and Room Occupancy The Maid Status/Housekeeping Status feature records the status for up to six housekeeping codes.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 59 User Operation The user operation for updating and viewing housekeeping status using the PMS is given in the PMS documentation. You can check the current status of all rooms based on the housekeeping status codes defined for your switch (refer to ‘‘Status Codes’’ on page 76 for more information about status codes).
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 60 early morning wakeup calls, you can advertise breakfast at your coffee shop. For afternoon wakeup calls, you can advertise dinner at your restaurant. These announcements are recorded using the Announcement circuit pack and are assigned manually to wakeup calls when the wakeup calls are scheduled using the attendant console or a backup telephone.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Front Desk Operations 61 The Announcements circuit pack has the following recording time limits based on the sampling rate used: ■ 8 minutes, 32 seconds at 16 kHz ■ 4 minutes, 16 seconds at 32 kHz ■ 2 minutes, 8 seconds at 64 kHz. For the Speech Synthesizer circuit pack, do the following: 1. At a telephone, enter the Verify Wakeup Announcements feature access code _____. 2.
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GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Voice Messaging Operations 63 Voice Messaging Operations To assist a guest when retrieving his or her voice messages, there are a few procedures that you will do regularly. These procedures include the following: ■ Connecting a guest to the voice messaging system ■ Restoring a deleted message ■ Retrieving messages for a checked-out guest.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Voice Messaging Operations 64 Connecting Guests to the Voice Messaging System There are two ways you can connect a guest to the INTUITY voice messaging system: ■ ■ You can connect a guest directly to the system, and the guest then enters his or her room number and password, or For a guest who calls in using a rotary-dial telephone, you can enter the guest’s room number and password bef
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Voice Messaging Operations 65 To connect a guest who calls using a rotary-dial telephone to the voice messaging system, do the following: 1. When a guest calls to retrieve his or her messages, ask the guest for his or her name, room number, and his or her voice messaging password. 2. Verify that the guest name and room number are valid. 3.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Voice Messaging Operations 66 Restoring a Deleted Voice Message Deleted voice messages are stored until midnight of the day they were deleted, except for messages deleted after 11:00 p.m., which can be restored until midnight of the following day. For example, you can retrieve a message that a guest deleted at 6:00 p.m. up to midnight of that evening.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Voice Messaging Operations 67 7. Enter either the guest’s password or the attendant password. ■ ■ If you hear “Last deleted message has been restored,” listen for the message “Ready for message retrieval.” If you hear the message “This guest has no deleted messages,” call the guest and inform him or her that the messages could not be restored. 8.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Voice Messaging Operations 68 4. Press the start button at the attendant console or the transfer button on a backup telephone. ■ You hear a dial tone as a new call appearance is selected. ■ The Split lamp goes on at the attendant console. 5. Enter the message retrieval number. ■ You hear a ringback tone. ■ The display shows the number you are calling. 6.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Call Accounting Operations 69 Call Accounting Operations This section gives you the procedures used to perform the following INTUITY Lodging Call Accounting operations: ■ Night Audit ■ End-of-Week/End-of-Month Audit ■ Printing Key Reports ■ Deleting Call Records.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Call Accounting Operations 70 11. Press the 7 button to display the second list of Report options. 12. Press the 5 button to select the Chronological (CHRONO) report. 13. Press the 3 button to select the Config option. 14. Press the 2 button to select the Range option. 15. Press the I button to select the Interval option (this is the letter I, not the number 1). 16.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Call Accounting Operations 71 8. Press the 2 button to run and print the current cumulative report. 9. While the report is running, press the c button to clear the cumulative report. 10. If this property is using Hilton Corporation (formerly Promus) equipment, press the 6 button to enter the Utilities subsystem from the Main Menu, and continue with step 11.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Call Accounting Operations 72 5. Press the 2 button to set the Range for the reports. 6. Press the c button to enter a start date and an end date. Use the MMDDYY format. 7. Enter a start time and an end time. Use the HHMM format for a 24-hour clock. 8. Press the 4 button to select the Division option. 9.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Call Accounting Operations 73 Deleting Call Records To save space and to reduce confusion over old information, you should delete old call records on a regular basis. This should be done once a week or once a month, depending on your call volume. ! CAUTION: Please use extreme caution when deleting call records.
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GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Housekeeping Staff Operations 75 Housekeeping Staff Operations Housekeepers can update housekeeping status information in two ways: ■ ■ Using telephones in guest rooms Using designated telephones in other locations, such as a laundry room or a house telephone.
Issue 1 November 2000 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Housekeeping Staff Operations 76 Status Codes Although the housekeeping status codes may be defined to represent any of several different states, here is a suggested way to use the different housekeeping status codes. Note that the suggested meanings of the first four codes are the same whether entered from a designated telephone or from a guest room.
Issue 1 November 2000 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Housekeeping Staff Operations 77 3. As you complete various phases in cleaning the room, update the status by repeating steps 1 and 2. If you were told to use a designated telephone (any telephone other than a guest room telephone) to report your status, do the following: 1.
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Issue 1 November 2000 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Reports 79 Reports This section gives examples of administration reports you can display on the administration terminal or print on the Log Printer or the Journal/Schedule Printer.
Issue 1 November 2000 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Reports 80 list pms-down PROPERTY MANAGEMENT SYSTEM ACTIVITY Extension 2900 3100 3344 3302 3320 Event from room, code 1 from sta.
Issue 1 November 2000 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Reports 81 list wakeup requests WAKEUP REQUESTS Extension 3311 2247 1435 Time 04:45 AM 05:30 AM 08:00 AM Annc 4000 4001 4001 Daily n n n VIP y y y list wakeup station 4565 WAKEUP STATION AUDIT Extension = 4565 Event request change cancel incompl answer request Reason ok ok ok noanswer ok ok Time 6:45 AM 7:00 AM 7:15 AM 7:15 AM 7:20 AM 8:00 AM Orig Ext 4565 4565 4565 Attempt Swap
Issue 1 November 2000 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Reports 82 list integrated-annc-boards Board Location: 01A07 Internal Number 1 2 3 4 5 6 7 8 INTEGRATED ANNOUNCEMENTS Time Remaining at 32 Kbps: 187 Announcement Extension 4800 4801 4802 Name Greeting Dinner Breakfast Rate 32 32 32 Length in Seconds 5 20 17 status station 1005 GENERAL STATUS Type: Extension: Port: Call Parked? Ring Cut Off Act? CF Destination Ext: 2500 1005 01B060
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Reports Issue 1 November 2000 83 Printer Reports Printer reports keep track of several hospitality events. These reports are used to track patterns of service problems and to keep track of room status. From the switch’s perspective, there are two types of printers that may be accessed for hospitality reports: a log printer, and a journal/schedule printer.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Reports 84 The following is an example of a journal printer report: AWU AWU EAT EAT AWU PMS PMS PMS EAT PMS AWU AWU AWU AWU 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 10:25 10:25 10:26 10:26 10:26 10:26 10:26 10:26 10:27 10:26 10:40 10:44 10:45 10:48 401 402 7400 7401 0 401 368 FROM 368 FROM 3540 FROM
Issue 1 November 2000 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Reports 85 The following table summarizes which printer types report which status events. Printer Type Status Events Journal/Schedule 1, 2, 3, 4, 5, 8, 9 Log Only 6, 7, 10 Combined Journal/Schedule and Log 1, 2, 3, 4, 5, 6, 7, 8, 9, 10 Events: 1. Emergency Alert or Crisis Alert successful call off-hook alert (EAT) 2.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Reports Issue 1 November 2000 86
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations Guest Operations Artwork 87 Guest Operations Artwork The following pages contain artwork masters that you can use to create “tent cards” for your guest rooms.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Guest Operations Artwork Guest Operations Artwork Issue 1 November 2000 88
Issue 1 November 2000 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Guest Operations Artwork 89 Cancel Do Not Disturb Request 1. Press the Do Not Disturb button or dial _______. 2. Your current Do Not Disturb deactivation time is given. 3. Press 3 to cancel your request. 4. Your request is confirmed. Hang up. Change Do Not Disturb Request 1. Press the Do Not Disturb button or dial _______. 2. Your current Do Not Disturb deactivation time is given. 3.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Guest Operations Artwork Issue 1 November 2000 90
Issue 1 November 2000 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Guest Operations Artwork 91 Second Wakeup Call 1. Press the Wakeup button or dial _______. 2. You will hear recall dial tone (three short tones followed by dial tone). 3. Press *. 3. Enter your second wakeup time using 24-hour time (for example, 0900 is 9:00 AM and 2230 is 10:30 PM). 4. You will hear confirmation tone (three short tones followed by silence). 5. Hang up.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Guest Operations Artwork Issue 1 November 2000 92
Dial by Name Use this procedure to call another guest by dialing their name instead of their room number. 1. Dial _____________. 2. Follow the instructions, and select the Dial by Name prompt. 3. Enter the first four characters of the person's last name. If a match is found, the call goes to that person. 4. If there is more than one match, enter the rest of the last name. Press #. If a match is found, the call goes to that person. 5.
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Guest Operations Artwork Issue 1 November 2000 94
Issue 1 November 2000 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Index 95 Index Numerics IN 6408 telephones, 22 6424 telephones, 22 8410D telephones, 22 8434 telephones, 22 A administrative mailbox on INTUITY, 63 announcements, 59 artwork masters, 87, 88 assignments, DID number, viewing , 26 Attendant Backup , 22 Audichron recording , 31 audit end-of-month, 70 end-of-week, 70 automatic DID number, changing to a new, 26 automatic selection of DID numbers to guest rooms, 24
Issue 1 November 2000 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Index 96 I P INTUITY Lodging Call Accounting , 69 INTUITY Lodging language options, 7 INTUITY Lodging messaging system, 7, 63 passwords, 19 personal greetings, 18 PMS alarms, 57 integration, 6 printer reports, 83 printers journal/schedule, 83 log , 83 status events, 85 types, 85 printing key reports, 71 J journal/schedule printer, 83 L language options, 7 log printers, 83 M maid status, 58 message buffer
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Index 97 V viewing DID number assignments, 26 VIP DID number, custom selecting one when checking in a guest room, 25 VIP DID numbers, custom selection of, 24 VIP DID, changing to a new, 27 voice messaging , 15, 24 W Wakeup Activation via Tones, 9 wakeup calls, 59 Work Status, 76
GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Issue 1 November 2000 Index 98
