Provision of telecommunication services in the hotel. Organization of the work of the service of additional and related services
Basic Services
To implement the process of serving tourists in a hotel, a minimum set of the following basic services should be provided to ensure the provision of basic hotel services:
Room management service;
Administrative service;
Catering service;
commercial service;
Technical services;
Auxiliary and additional services.
This means that the main services include accommodation and food services.
The following services can be provided to guests at no additional charge:
Use of a medical kit;
Call an ambulance;
Delivery of correspondence to the room upon its receipt;
Wake up at a certain time;
Provision of needles, threads, one set of dishes and cutlery.
In any hotel or hotel there is a first-aid post. After all, even a completely healthy person may need to provide medical care, no one is immune from getting any household injuries, a sudden deterioration in well-being. And this is not to mention the fact that most of the population in general suffers from all kinds of diseases that can worsen after moving to another city.
There is also the possibility of free use of a first aid kit. But sometimes, even after the provision of medical assistance by the hotel staff, there is a need for hospitalization of the guest. In this case, calling an ambulance from the hotel or hotel is free of charge.
The guest can ask the hotel administrator to wake up at a certain time. This service is also free. By the wake-up time, the guest can order tea or coffee, but for an additional fee. Waking up a guest can be done in several ways:
Automatic way - practical in large hotels,
when you need to wake up at the same time a large number of guests. The telephone service operator enters the guest's number and wake-up time into the computer, and when the guest picks up the phone, they hear an automatic wake-up message.
· Wake-up directly by the telephone operator using the phone.
The operator personally calls the guest, having previously learned his name and surname. In hotels of the highest category, the wake-up call is carried out in the language of the guest.
· Wake-up by means of interactive television systems.
The "alarm clock" function will allow you to turn on the TV and wake up the guest at the time necessary for him.
Additional services
Additional services are an indispensable component of the activity of any hotel. The determining factor for increasing the number and improving the quality of additional services is the orientation of the hotel company to one or another category of guests. Under certain initial conditions and the correct organization of the process, additional services are a serious help in the work of a hotel enterprise.
The development of additional services allows not only to expand the list of offers for hotel customers, but also to attract hotel complex residents of the city.
Nowadays, it is no longer enough for a hotel to provide a client with a regular room with breakfast. The demands of guests are getting higher, and in order to satisfy them, hotel enterprises have to come up with a lot of additional services.
Send your good work in the knowledge base is simple. Use the form below
Students, graduate students, young scientists who use the knowledge base in their studies and work will be very grateful to you.
Posted on http://www.allbest.ru/
Posted on http://www.allbest.ru/
Russian International Academy of Tourism
Moscow branch
College of Hospitality Service
Course work
professional module
PM 03 "Organization of guest service during the stay"
Provision of telecommunication services in the hotel
completed by a 3rd year student
groups 3-8G.S.
Rudchik Janat Ilkhamovna
checked
Sivchenko Svetlana Vasilievna
Moscow, 2016
hotel telecommunication service
Introduction
2.2 Provision of telecommunication services in the hotel "BW Vega"
2.3 Improving the provision of telecommunications services by the BW Vega hotel
Conclusion
List of used literature
Introduction
Significance and role hotel business in our time, for the development of the economy of states, the satisfaction of the needs of the individual, the mutual enrichment of social ties between countries cannot be overestimated.
The hospitality industry consists of various means of collective and individual accommodation: hotels, inns, motels, youth hostels and hostels, apartments, tourist shelters, as well as private sector involved in the accommodation of tourists.
The hospitality industry includes the provision of services and the organization of short stays in hotels, motels, campsites and other accommodation facilities for remuneration.
The complex of problems in the organization of the hotel industry has already been disclosed in the works of Russian scientists. The significance, relevance and scale of these problems have served as the basis for many scientific works and recent publications. Nevertheless, a number of tasks for the functioning of the hotel industry have yet to be solved.
An analysis of global trends in the hospitality industry allows us to conclude that this area of activity has a high rate of development and brings significant income to those countries where it is given quite a lot of attention. The modern domestic hospitality industry is in the process of becoming, with great difficulty overcoming the obstacles that arise in its path.
Search and use of new forms of business organization for the domestic market have become important point for the effective management of enterprises in the hospitality industry. The current practice of functioning of the Russian hotel industry does not meet modern market requirements, which is reflected in the low profitability of enterprises caused by the huge costs associated with the operation and management of hotels.
If you pay attention to the reasons for what is happening, you can see that, unlike Russian enterprises, foreign companies are used to working in a competitive environment, providing high-quality service, following global trends and willingly introducing the latest achievements, not only in terms of providing services as such, but also in relation to the management structure, thereby increasing the efficiency of operations and the attractiveness of their companies to consumers.
The hospitality industry as a type of economic activity includes the provision of hotel services and the organization for a fee of short-term accommodation in hotels, campsites, motels, school and student hostels, guest houses, etc.
The main purpose of the work was to study the technology of providing telecommunication services.
Based on the topic and purpose of the work, I solved the following tasks:
Consider the theoretical aspect of the functioning of enterprises in the field of hospitality;
Consider the technology of providing telecommunication services in the BW Vega hotel;
The object of research is the technology of providing telecommunication services.
The subject of the study is the features of the provision of telecommunication services in the BW Vega hotel.
1. Theoretical aspects of the functioning of enterprises in the field of hospitality
1.1 The concept and types of enterprises in the hospitality industry
The hospitality sector is a complex of industries whose main task is to serve tourists during their stay outside the place of permanent residence. The sphere of hospitality, according to the definitions of leading experts in the field of tourism economics, includes the hotel and restaurant business, transport service enterprises, the entertainment sector. The hotel industry in the structure of the hospitality industry performs key functions, since it offers visitors a range of services, in the formation and implementation of which all sectors and elements of the hospitality industry. Thus, it is advisable to single out the hotel industry as the most complex component of the hospitality industry and its own.
In the conditions of the service market, the desire of enterprises for the greatest profit and the solvency of consumers encourages business enterprises to offer not accommodation and meals, but also the need to expand additional and related ones. This enriches the concept of "hotel", expands the scope of hotel enterprises, services not only production, but also related
It should be noted that the concept of "hotel" was used only to define activities. Subsequently, due to the types of facilities, these activities include: motels, tourist bases and enterprises. So the hotel is a type of means determined by the name of the field of activity.
economy - a set of various enterprises providing reception and accommodation services, additional and related.
In addition to hotels, there are establishments that are not part of the economy system. This includes specialized health and wellness and is responsible for cleaning, in accommodation is not their type of activity, but close to the cost.
hotel industry in its intangible nature. The result of the production and activities of hotels is the main product in a special form - and hospitality services, which are associated with the fact that they are created and within one. The production of a product can be carried out from a material product, i.e. the use of the material base (structures, equipment, inventory), the basis for the simultaneous implementation of services. features serving the hotel industry, combined production and services, this is defined by the concept of "services".
The presence of a variety of additional services in the hotel allows you to increase the number of customers, maintain the competitiveness of the enterprise and ultimately increase profits. As we already know, a tourist service is a set of purposeful actions in the service sector that are focused on meeting the needs of a tourist or a sightseer that meet the goals of tourism, the nature and direction of a tourist service, tour, tourist product.
Thus, the quality of services is confirmed by checking for compliance with established standards, indicators, requirements for the declared class of service. Enterprise standards set mandatory requirements for specific tourist services, including service conditions, to the organization of production management, to technical equipment, technological processes and methods used only in this enterprise. Services provided by hotels are also subject to mandatory certification.
1.2 Essence and features of hotel services
service - a set of services to ensure temporary accommodation in a hotel, including additional services, the list of which is determined by the contractor.
A characteristic feature of the hotel service is the implementation of services. hotel associations are specialized links in the implementation of the main Therefore, part of the service process (pre-sale, places, etc.) do not belong to individual links of the enterprise and is concentrated in the bureau or else. Thus, for services in hotels, the activities of intermediaries implementing their main
The volume, quality and services in the hotel are determined, first of all, by the state of the material and technical base and the level and qualifications of the staff of the institution. Today, there is a constant spread and diversity of the logistical and staff structure of the hotel. Along with the main hotels, facilities are being created - sports, entertainment, etc. In this way, the service process is complicated, and the services offered are of a complex nature.
The key "hotel" is closely related to the category "guest", "", its traditional, according to V.'s dictionary, is associated with an inn or a house with accommodation for meals. In modern literature, the most definition of this is "Hotel - a hospitality in which, for a fee, they can provide accommodation and meals."
A hotel is a means of accommodation for persons who are outside the place of residence of the complex, the main of which are accommodation services and. The ratio of these components can be in the following forms:
Breakfast (Continental English) in the rooms of the institution;
Accommodation in a restaurant;
Accommodation in a restaurant, bar,
Accommodation meals in European and national bars, round-the-clock on the floors
In the use of specially equipped - hotel rooms;
Services professionally staffed - porter, guest accommodation, hotel cleaning, etc.
Hotel rooms are multifunctional rooms designed for sleeping, working in the process of guests, which are the main element of accommodation. The use of guests during their stay at the hotel is mainly in the evening and at night. The most important room concerns sleep and relaxation. other functions of the rooms depends on the purpose of the hotel and consumers. in business hotels home rooms communicates with guests by the possibility of this, a written telephone, fax, and other support is required.
In different rooms are allocated, differing in furniture, equipment, regardless of category, the hotel room should provide: a bed, per one bedside table, a nightstand per bed, a wardrobe, a common wastebasket, the room should provide information about the hotel and evacuation to happening
Food offering services cover the processes of production (food in the kitchen), (sale of ready-to-eat products, alcoholic and beverages), and serving guests by waiters in a bar, cafe, rooms.
Additional amenities in hotels include swimming pool, sports meeting rooms, business car rental, dry cleaning, laundry, massage rooms, etc.. Today, services are becoming more important in the market attractiveness of establishments.
In business management, the term "hotel" or "product" is widely used, which emphasizes the nature of hotel services. In the category "hotel" is reflected economic activity, in material form (product), spiritual, (intellectual product) in the form of performance and services.
In the structure of the hotel product, the following are its main, special, additional.
Services hotel room and services form the product of the time the hotel needs a special product - services, stand out among any in the hotel market for example, travel services business - a certain type of sports services and a hotel product - a set of services and the use of the main and product required by customers. For example, in postal service hotels, household services and tourist demand.
hotel product special product advantages and promotes it among similar products. there may be services, center services, games, etc. Today, an additional product is becoming more important in the market attractiveness of an enterprise. Staying guest accommodation service as a phenomenon. Increased calls for services, a certain hotel among others. In cases such services act such form additional. This is evidenced by well-known hotel and individual hotel enterprises.
In hotels, catering services and additional services are mutually and are perceived as a single difference between a special and additional product, not always services that act as a product on one may be on another. The experience of functioning of well-known hotel enterprises indicates that an integrated hotel business should be accompanied by a study of the main and defining characteristics of the hotel market.
A comprehensive hotel, in addition to the main and additional products, such its and quality characteristics, create a common hotel enterprise, in the general atmosphere of the form of the proposal, in the communication of the serving professional characteristics. the overall atmosphere of the hotel product to become decisive in the choice of customers for the product.
1.3 The concept of telecommunications services
The use of information and telecommunication technologies and the Internet has now become widespread in economic practice. The novelty and complexity of the relationships associated with the Internet have a significant impact on their legal regulation. In this paper, we will consider topical issues. First of all, it is necessary to define the concepts. At present, the concept of "telecommunication services" is not clearly deciphered in any regulatory legal document.
Quite often, in fact, an information and telecommunications network without the services of operators (having communication lines) is not available to network users. A classic example is the Internet.
From the above definition of information and telecommunications networks, we can derive the main features of telecommunications services as services related to the functioning of information and telecommunications networks:
1) these are services related to ensuring the functioning of information and telecommunication networks and (or)
2) services for the reception, processing, storage, transmission, delivery of telecommunication messages.
As is known, Russia has ratified the Protocol on accession to the WTO, part of which are the List of Commitments on Goods and the List of Commitments on Services. After ratification, these texts became part of the international agreements of our country and currently have even greater legal force than Russian legal acts. This follows from the norms of Part 4 of Art. 15 of the Constitution of the Russian Federation.
This document provides a specific list of telecommunications services, which include:
Voice services telephone communication common use: local communications, long-distance and international communications, mobile telephone communications;
Data transmission services on packet-switched networks;
Data transmission services on circuit-switched networks;
Services of private leased networks;
Email services;
On-line access and search for information in databases;
Electronic data interchange;
Value-added services/enhanced faxes including storage and retrieval;
Coding and converting protocols;
Online access and/or data processing (including transaction processing);
Other.3
Thus, at present, the claims of guests and guests of hospitality enterprises have increased significantly. So, a good dinner and a comfortable bed are clearly not enough to satisfy the guests. Telecommunication services and the quality of their provision can fundamentally affect the operation of the hotel and its occupancy.
2. Analysis of the provision of telecommunications services by the hotel "BW Vega"
2.1 Characteristics of the hotel "BW Vega"
Hotel BW - Hotel Izmailovo BW is included in the international hotel chain BEST which prides itself on quality and hospitality.
BEST WESTERN Vega Hotel & Center is located in the area of Moscow -- In the immediate vicinity are historical Izmailovsky park with ponds, church, Peter the Great and. To the main object of the capital, less than 15 minutes by metro. to the hotel station - Partizanskaya.
Hotel Izmailovo offers: from "" to "Presidential Suite". Izmailova is ready for 2000 m2. and the concept of the bars and the hotel brings together the best in gastronomy. We that staying at the WESTERN Vega & Convention Center you charge good and positive emotions and return to us
Hotel "BW Vega" - from the complexes of the largest tourist hotel "Izmailovo", listed in the "Guinness records". The hotel is located in one of the corners of Moscow, on old village"", which, in its own time, was the patrimony of the Romanovs from the XVI
The complex was for the XXII Olympic 1980. In the year the hotel was completely
"BW Vega" and the Congress Center is one of the best places in Moscow for various events. "BW Vega" has extensive experience with international organizations And government agencies, political parties and sports committees, research institutes and educational institutions.
"BW Vega" and Congress Center is a modern congress space, consisting of 17 versatile conference rooms with a total capacity of 1350 people. Many of the halls are transformers, thanks to which we can offer you 21 options for renting conference spaces.
All rooms are located on a separate floor and are united by a common multifunctional area. The hotel team pays great attention to the professional level of service. A significant amount of time and resources is devoted to quality control, training and promotion of hotel staff.
The restaurant complex of the hotel includes 2 restaurants, 2 banquet halls and a 24-hour lobby bar.
In addition to a variety of breakfasts, lunches and dinners, highly qualified staff will help organize any event - coffee breaks, banquets, weddings and anniversaries. In our restaurants, each guest will find a dish to their liking: a professional team of chefs will offer dishes of Russian and European cuisine, and our inventive confectioners will sincerely surprise even the most sophisticated sweet lovers.
Hotel "BW Vega" provides accommodation in the following room categories:
Standard
Total area - 21.1 m2
Living area-14.3 m2
Total area - 21.1 m2
Living area - 14.3 m2
Total area - 35 m2
Living area - 28.5 m2
Apartments
Total area - 83.5 m2
Studio Suite
Total area - 38 m2
Executive Suite
Total area - 55.6-63.2 m2
Presidential Suite
Total area-113.2 m2
2.2 Provision of services at the BW Vega Hotel
During the stay of the 4-star hotel "BW Vega" they can use telecommunication services.
1. Fast service and response to requests, the use of wireless based PBX.
Mini is not just a communication organization, but also a quality improvement for the guests. Mini has built-in functions: registration of disposals, cost accounting for status information and others. The administrator of "BW Vega" registers the guest with one button on his phone. With a mini-ATS, it unlocks the phone in the room and resets the talk time. departure of the guest, his room is again blocked, and -ATS will transmit information on the duration and amount of costs (in language).
Maid "BW Vega" has dialing defined on the phone in the room, the administrator up to eight messages, for example: "removed" or "used mini".
2. For convenience to information sources and the hotel, telephones in BW Vega guest rooms have buttons with symbols () indicating a specific (reception service, concierge, room-etc.):
The guest just needs to click on the appropriate phone in the room, and the connection with the service takes place. Electronic systems The latter is assisted by BW Hotels to provide individualized clients.
If he wants to take his mind off and relax, he can independently use the "do not disturb" system, a call from the telephone in the guest's room to the line where to leave a text voice message.
guest install on all drivers is the responsibility of the operators. This is carried out at the telephone exchange.
telecommunication technologies the possibility for guests with their personal in the room, to use the Internet and e-mail. At the request of the guest, there may be a fax machine.
During the stay, guests have long-distance, international, communications in Moscow and telephone communications. communication is free. In order to go from room to room, first dial the floor and then the room number.
quickly connect with the important service of the hotel, you need to press the button in accordance with on the telephone set
3. Wishes for a reminder telephonists make a wake-up (Wake-up list).
The wake-up call is carried out by several In the hotel "BW Vega" it is:
a) a telephone operator using the apparatus. The telephone operator number of the room and pronounces approximately the phrase: “Mr. morning! This is a wake up call. Have a nice day!" or “Mr morning! It's 8 am now. You asked you for this" or "Good Mr. The sun is shining on street 20. We have a nice day for you” (“Good Mr. Smith! This is wake-up call. a nice day!”)
Before calling, the telephone operator recognizes the name. As a rule, it is made in the language The operator can call whether the guest wants to call in 15. If the guest is not on a wake-up call, calls back in an additional five minutes. In case the second attempt does not respond, it is reported to the service and sent to the room to find out
When asked to wake him up for lunch, it is suggested "do not disturb". It is to isolate for some time from calls and give in this way All incoming calls will go to the operator. When it turns out from the guest, whether any In exceptional, emergency telephone operator connects with the subscriber. In all cases, callers leave a voice text message;
b) way. The telephone operator in the computer's memory when, which one requires a wake-up call. input information is confirmed. Special prints everything on a wake-up call. A computer with a telephone set as a guest. When the wake-up call comes up, the system, which is in the PBX, automatically generates the room number. picking up the phone hears a message - such, for example, " Good morning. We at your request wish you a day and a pleasant stay at the hotel. Message on the preferred guest This method when you often need to wake up the number of guests. the guest raises the information from the operator on the printer that the guest heard the phone picked up and the printer will print: rooms, time and (the guest answered no) - “completed” or “by”. If the guest does not then the computer system will call in minutes, if he does not wake up a second time, then in five minutes the call will come in automatically. At this time, the telephone monitors the result and he sees that he does not answer three calls, the printer "by answer 3", then the messenger or luggage operator in the room. or the carrier is obliged first to the room, if it does not open, then they have the right to enter and see if he or she is sleeping in the room. After the given staff information by telephone about the situation in the room;
c) through interactive systems. The "" function will allow you to turn on and wake up the guest for him
d) the guest can program his device for a wake-up call.
wake-up calls are not stored for a month.
Figure 1. Sample form for the service "Wake-up"
Guests use the services if they need an urgent order for or international calls. When the telephone operator inquires about all the intricacies of telephone communication. So, when ordering a telephone conversation for a certain person, the cost of a minute of conversation is additional. discusses this with a guest.
Telephonists all applications, with a telephone malfunction. At the same time, the PBX is trying to find out the reason on the computer. In the event that the ATS employee does not eliminate the defect, he calls the competent from the engineering and technical hotel or to the city telephone repair.
In the event of a debt of the client "BW Vega", the head of reception and accommodation decides on the telephone connection to the client or access to the functions and categories of external
In all situations, the telephone service remains calm, in a nervous situation, in emergency, atypical
When receiving a threat, the receipt of a call is noted, but the subscriber is delayed by continuing the conversation with him. this notifies the security or reception services and the importance of the call.
4. network access via Wi-fi
At present, there is a present on the use of various which is required in the Internet. The most way for wireless wifi purposes. Hotel "BW Vega" this need and free access of guests to the network via wireless Wi-fi.
At present, the connection to the wireless hotel "BW Vega", necessary, is included in the accommodation services, in which it is issued to access the network.
for guests, in the rooms: "Suite", "", "Studio Suite", "Suite", "Presidential" provides free Wi-fi to the wireless network.
The main problem of providing access to paid and wireless Wi-fi internet- It is low and frequent interruptions in work. Networks are not loaded from the side. are not designed for such connections.
2.3 Improvement of BW Vega telecommunications services
Telecommunications in the BW Vega hotel is a guarantee of its profitability and high standards for modern hotels. With the development of telecommunications in last years imagine hotelier aside from technology. connection with relatives and business partners is not a necessity, it is a need in our era. The task of the hotel is to increase the stay of guests, including through communication services.
To assess the quality of the provision of telecommunication services, we will use the reviews of guests left on the Booking.com website. Guest reviews are shown in Figure 2.
Figure 2. Guest reviews on Booking.com
29. Service of telephone operators. Job responsibilities of employees. Workplace equipment. Telephone etiquette. Reception of telephone messages and their documentation. Order international and intercity telephone conversations. Wake up guests at a specific time. Innovative hotel telephone systems.
As a rule, the first contact of the client with the hotel takes place through the mediation of a telephone operator. The impression of the hotel begins to form with the client after the first communication with the telephone exchange employee. This requires certain skills, called telemarketing skills, from the person receiving the calls. The professionalism of the telephone exchange employee can largely influence the choice of this particular hotel by the client.
The telephone operator is directly subordinate to and carries out the orders of the head of the SPiR.
TO must know:
Techniques and methods of business communication and negotiation
Fundamentals of business etiquette, business negotiation skills
labor law
Internal labor regulations
Rules and norms of labor protection, safety measures, industrial sanitation and fire protection.
TO is guided by:
Orders, orders of senior management
Regulations on personnel adopted in the call center
Established procedure for performing work
Job instruction.
Responsibilities:
Receiving incoming calls
Guest consulting
Providing the necessary information to the client on tariffs, services, procedures and promotions
Keeping a shift journal
Work with client complaints and wishes, their transfer to the right department
Search and offer solutions to the subscriber, in connection with the question that has arisen
Entering information into the database.
Telephone etiquette in the hotel.
The work of PBX operators is inextricably linked with telephone etiquette (telephone etiquette). Telephone service employees should have a well-trained or simply pleasant voice, have patience, calmness and goodwill. Only females work in this service.
Conversation stages:
A call rings out.
No more than three horns.
Pause between calls - pick up the phone.
We wait 1-2 seconds and start the conversation "Greeting - Name of the company and department - Name of the person who received the call."
During a conversation, we monitor the noise and the background - we don’t stretch, we don’t chew, we don’t drink, etc. We also make notes that characterize the main topic/problem.
You can write down the name of the caller and then call him by name.
Speech control - instead of "yeah, uh-huh" - "yes, I understand."
If you need a pause, and you want to use the "hold" key or switch the caller - warn the interlocutor about this.
The caller hangs up first.
The tone is calm, even, friendly.
Avoid monotony, work with intonation - the client should not feel that he is your hundred thousandth.
The pace of the conversation must be adjusted to the client.
Control the integrity of the conversation - if the client is too verbose, do not ask a lot of questions, if the client, on the contrary, is not talkative, ask leading and clear questions that will clarify the situation.
If a call back is necessary, then the company employees, not the client, should call back. The caller hangs up first. The telephone operator should never hang up before the caller.
If you are talking on the phone and you have another call in line, then you should ask the guest to wait: “Excuse me, could you wait on the line?”. Then listen to the content of the question or request of the next caller. If the question does not take long to resolve, you should answer. In the event that this is not possible, you need to apologize, ask to wait and return to the first call.
telephone messages- documents of different content, transmitted orally through telephone channels and recorded by the recipient. The telephone message is used to promptly resolve issues in cases where a message transmitted by telephone requires documentation. The text of the telephone message is drawn up in one copy. It should not contain more than 50 words and it is not recommended to use hard-to-pronounce words and complex phrases. They dictate a telephone message, clearly pronouncing the text, slowly, with pauses to make it possible to record accurately. A feature of this type of document is the indication of the position, initials and surnames of the employees who sent and received the message, their phone numbers and the time of receiving the telephone message.
During their stay, guests enjoy intercity, international, telephone communication in Moscow and intra-hotel telephone communication. Intra-hotel communication is free. In order to call from room to room, you must first dial the floor numbers, and then the numbers of the room number.
External calls are paid, and each hotel has its own tariffs (rates) for telephone calls.
Modern telephone systems automatically record the duration and cost of telephone conversations. The telephone systems are connected to the computer system and automatically make accruals to the general accounts of the guests.
Guests can use the services of a telephone operator if they need to make an urgent order for long-distance or international telephone calls. At the same time, the telephone operator must know all the subtleties regarding telephone communications. So, for example, when ordering an international telephone conversation, an additional cost of one minute of the conversation is taken for calling a certain person. The telephone operator should discuss this issue with the guest.
Wake up guests at a specific time - this is a call at the specified hour to the number on the internal phone hotels.
When accepting a wake-up call, you must accurately record the client's room number, exact time wake-up calls, take into account the time difference with other countries (change of time zones). It is better to ask the client again, to clarify all the necessary details, than to make a mistake in such an important matter.
Telephonists enter the wishes of customers into the Wake-up calls list.
Wake-up can be done in several ways. In high-end hotels, these are:
A) directly by the telephone operator using a telephone set. "Mr. Good morning! It is now 8 o'clock in the morning. You asked me to wake you up at this time."
Before calling, the telephone operator will know the name of the guest in advance. It is desirable to make a wake-up call in the language of the guest. The telephone operator can ask if the guest wants to call again in 15 minutes. If the guest does not answer the wake-up call, you should call back within five minutes. In the event that after the second attempt the guest does not answer, you need to inform the concierge or security service and send to the employee's room to find out the situation.
When a guest asks to wake him up after dinner, it is recommended to offer the “do not disturb” service. It consists in isolating the guest for some time from incoming calls and thus giving him a rest. All incoming calls will go to the telephone operator.
b) automatic way. The telephone operator enters information into the computer's memory: when, which number requires a wake-up call. After entering the information, you must confirm the request. A special printer prints out all wake-up requests. The computer is connected to the telephone set in the guest's room. When the wake-up time has come, the computer system installed in the PBX automatically connects to the room number. The guest, picking up the phone, hears a message - a wake-up call of the following content, for example: “Good morning. We are fulfilling your wake-up request. We wish you a good day and a pleasant stay at the hotel.” The message can be played in the guest's preferred language. This method is especially necessary in large hotels, where it is often necessary to wake up a large number of guests at the same time. When a guest picks up the phone, the operator prints out information on the printer that this guest heard the call, picked up the phone and woke up. The printer will print: room number, time and result (guest answered or not) - "completed" or "no answer". If the guest does not wake up, then the computer system will repeat the call in five minutes, if the guest does not wake up a second time, then again in five minutes the call will be automatically sent to the room. During this period of time, the telephone operator monitors the result and if he sees that the guest does not answer the call three times, the printer prints “no answer 3”, then the operator sends a messenger or luggage carrier to the room. The messenger or luggage carrier must first knock on the room, if the guest does not open, then they have the right to enter the room and see if the guest is sleeping or not in the room. After verification, these employees transmit information to telephone operators about the situation in the room.
c) wake-up call through interactive television systems. The "alarm clock" function will allow you to turn on the TV and wake up the guest at the time necessary for him;
d) the guest can independently program his telephone set for a wake-up call.
Wake-up sheets are stored for at least a month.
Innovative hotel telephone systems.
Modern telecommunication technologies enable guests to work with their personal computer in the room, use the Internet and e-mail services. At the request of the guest, a fax machine can be installed in the room.
The latest generation of electronic telephone systems help the hotel provide personalized customer service. So, for example, in some main departments of the hotel, telephones with displays can be installed, and if a guest calls from a room, then not only the room number, but also the name of the guest is displayed on the display of the telephone set. This allows the hotel staff to always call the guest by name. Or another example - voice mail services (Voice Mail). Clients have the opportunity to listen to messages left by incoming subscribers in the language they prefer.
The client will know about the presence of a message by a light signal on the display of his telephone set. The guest can listen to all the messages left several times, move freely inside the mailbox (go to the next message, return to the previous one), pause while listening, etc. After leaving, all messages and a personal greeting (if it was recorded by the guest) are automatically erased.
In a number of hotels, in addition to a fixed (desk) telephone, cordless telephones (mobile or radio telephones) with a room number are provided to guests during their stay in the hotel, so that customers can be reached anywhere in the hotel. It is possible to switch the conversation from one phone to another.
Check-in time at the hotel - 14.00
Check-out time - 12.00
Opening hours of the reception and accommodation service - round the clock
1. Basic provisions:
1.1. The term "Hotel" should be understood as: the territory of the hotel and other facilities that ensure its functioning.
1.2. The term "Hotel Guest" should be understood as a person located on the territory of the hotel using the services of the hotel, including accommodation services.
1.3. The term "Hotel visitor" should be understood as a person who is on the territory of the hotel, using the services of the hotel, without accommodation services, on the basis of checks for paying for hotel services, confirming the basis of lawful stay on the territory of the hotel.
1.4. The term “Service rendered” should be understood as an action taken by hotel employees to fulfill their obligations in accordance with the law “On Protection of Consumer Rights” and other regulations governing different kinds activities.
1.5. The concept of “Not rendered service” should be understood as a failure by the hotel staff to fulfill their obligations to provide paid services.
1.6. The concept of “Incompletely rendered service” should be understood as a service that was not provided on time or with any deviations from the declared characteristics.
1.7. The concept of "Gross violation of the rules of staying at the hotel" should be understood as a situation in which the guest's behavior prevents the hotel administration and its staff from properly fulfilling their obligations to ensure the rest of other hotel guests or his actions offend the honor and dignity of the staff, and also violates these Rules and norms of the legislation of the Russian Federation.
1.8. The term "performer" means entity providing accommodation and accommodation services at the SCHLOSS-HOTEL located at the address: 238058, Russian Federation, Kaliningrad region, st. Soviet, d.70.
1.9. Accommodation in the hotel is made only on the basis of an identity document (passport).
2. Placement rules
2.1. Accommodation at the hotel is carried out on the basis of the presentation of identification documents, in accordance with clause 8 of the provision of the "Rules for the provision of hotel services in the Russian Federation". The administrator of the reception and accommodation service draws up a guest registration card indicating the guest's full name, check-in and check-out dates, room number, and the guest's signature. It also gives the guest an electronic key to access the room. The key is issued for the entire stay at the hotel.
2.2. By submitting documents, the guest gives his consent to the Hotel to collect, store, process and destroy his personal data after 2 years (for the purposes established by the legislation of the Russian Federation).
2.3. Payment for accommodation services is carried out according to the price list approved by the Hotel administration in Russian rubles.
2.4. The cashier's check is given to the guest immediately after payment, and the invoice is given at the check-out from the hotel. Upon departure, full payment for the services provided is made.
2.5. Form of payment - cash and bank transfer, credit card.
2.6. Payment for accommodation may be charged from the guest in 100% of the amount prior to arrival in accordance with the booking.
2.7. The price of accommodation at the hotel includes the following services: pillow menu, daily cleaning with change of towels, evening cleaning (preparing the room for bed), daily change of bed linen, breakfast, use of the SPA area of the hotel center (sauna, hammam, hotel aqua zone (jacuzzi , pool with water attractions)), use of a safe in the room, provision of bathrobes, slippers, set cosmetics, Wi-Fi Free throughout the hotel. The following services are provided to the guest at no additional charge: wake-up call at a certain time, ambulance call, first aid kit.
2.8 Per additional fee, according to the current price list, at the request of the client, the Hotel provides the following services:
- organization of transfer from and to the airport, cities of the regional center;
- other additional services, according to the current price list.
Full information about the hotel services is located at the reception of the Reception and Accommodation Service and in each room - in the information folder "Guest Folder";
2.8. The payment for accommodation in the hotel is calculated in accordance with a single checkout time - 12:00 of the current day. In case of check-out delay, payment for additional accommodation is charged in the following order: until 15.00 after checkout time - hourly payment, from 12.00 to 18:00 after checkout time - payment for half a day, after 18:00 payment is charged per day regardless of the checkout time hours.
H. Obligations of the contractor for the provision of services
3.1. Timely and in full to provide guests and visitors of the hotel with paid services.
3.2. Ensure full compliance with sanitary and other standards, the quality and safety of the services provided.
3.3. Ensure the confidentiality of information about guests and visitors to the hotel.
3.4. When holding noisy events on the territory of the hotel after 23.00 hours, take all measures to notify hotel guests in advance when booking and / or checking into the Hotel on these dates about such an event.
3.5. Respond in a timely manner to the requirements of guests and visitors of the hotel to eliminate inconveniences, breakdowns in equipment and technology in the apartments, at the infrastructure of the hotel, and other shortcomings in the service provided.
3.6. In the event of an accident or failure of any equipment in the room and the impossibility of resolving this problem, the Hotel offers the guest a reasonable discount or, if there are free rooms, alternative accommodation (not lower than the category paid by him).
3.7. The Contractor provides services at no additional charge, in accordance with clause 2.7. of this Regulation, about which informs the guest upon check-in.
3.8. The hotel guest has the right to terminate the contract for the provision of services at any time, if necessary, by paying a penalty to the Hotel. The hotel has the right to conclude a contract for booking rooms at the hotel by drawing up a document signed by both parties, as well as by accepting a booking request by post, telephone or other communication, which makes it possible to reliably establish that the request comes from the guest.
4. Rights of the hotel guest and visitor.
4.1. To use all the services of the hotel in the established mode of operation of the Hotel facilities and the interval (except for the accommodation service for the hotel visitor).
4.2. Receive information on the operation of hotel facilities, make a pre-order of services, receive information about the status of your account (Guest folio), make an interim payment.
4.3. The hotel guest has the right to escort to the hotel persons visiting the hotel guest, with the provision of an identity document.
4.4. The registration card is issued in the presence of an identity document.
4.5. Contact the Administrator and the Hotel Administration regarding the quality of the services provided and, if necessary, draw up a claim on the quality of the services provided.
4.6. The hotel does not provide accommodation benefits.
5. Obligations of the guest and visitor of the hotel.
5.1. During the stay at the Hotel, observe moral and ethical standards, refrain from places mass recreation hotel guests and visitors from excessive alcohol consumption and obscene language. Respect the right of other persons to rest, do not insult the Hotel staff with actions and words.
5.2 Comply with the Rules for the use of hotel infrastructure facilities prescribed for each facility.
5.3 Use the equipment and inventory of the room only in accordance with their functional purpose.
5.4. Comply with fire safety rules at all hotel facilities.
5.5. Between 23:00 pm and 08:00 am, observe silence and not create inconvenience to other guests and visitors of the hotel.
5.6. Pay bills for services rendered on time.
5.7. Take care of the property of the hotel, including those transferred for temporary use. In case of loss or damage to property, compensate for the damage, as well as bear responsibility for other violations.
5.8. Inform the Reception and Accommodation Service in a timely manner of any delay in departure. In case of maximum occupancy of the room stock, the Hotel has the right to refuse the possibility of late check-out or extension of stay. In this case, the guest is obliged to leave the room by the time of the check-out time.
5.9. About any check-out before the final date of booking, the guest is obliged to inform the Reception and Accommodation Service of the Hotel in a timely manner, but no later than 24 hours in advance.
5.10. If a guest is diagnosed with an infectious disease or if such a disease is suspected, the guest is obliged to immediately undergo a laboratory examination and medical supervision or treatment, and if he poses a danger to others, mandatory hospitalization or isolation (Article 3 33 F3 "On Sanitary and Epidemiological Welfare") Population” dated March 30, 1999. # 52-F3). The guest’s refusal to provide a document from a medical institution confirming the absence of danger to others from an infectious disease or suspicion of it gives the Hotel grounds to terminate the service agreement immediately.
5.11. On the day of departure, the guest must inform the accommodation service about their readiness to vacate the room and go to the hotel reception to return the keys and the hotel room, pay for additional services. 5.12. Smoking is strictly prohibited in any areas of the hotel. In case of violation of this regime, the hotel administration has the right to fine the guest, the fine is 3,000.00 rubles.
6. On the territory of the hotel it is prohibited:
6.1. Make fires in places not intended for this and launch fireworks (in case of unauthorized actions of guests or visitors of the Hotel).
6.2. Escort your visitors to the hotel without providing a document proving the identity of the guest.
6.4. Carrying and storing weapons, explosive and flammable, caustic and poisonous substances. Guests who, by the nature of their activities, have the right to carry and store weapons are required to provide documents certifying this right at the request of the Hotel Administration. Under the weapon should be understood the means specified in the law of the Russian Federation "On weapons".
6.5. Storage and unauthorized use of pyrotechnic products.
6.6. Pets are allowed only upon agreement with the Hotel Administration.
7. Responsibility of the guest, hotel visitor and the rights of the hotel.
7.1. In the event of a gross violation of the rules of public safety and public order, public morality or fire safety rules on the part of the guest or visitor of the hotel, the Hotel has the right to terminate the contract for the provision of services immediately, draw up an act on this violation with the invitation, if necessary, law enforcement officers.
7.2. In the event of termination of the contract for the provision of services in accordance with clause 7.1., a refund for paid, but unrealized services, to the guest or visitor of the hotel is carried out in accordance with the legislation of the Russian Federation.
7.3. The hotel is not responsible for the health of the guest or visitor of the hotel if he consumes drinks and products purchased outside the hotel.
7.4. The Contractor is not responsible for the safety of documents, money, other currency values and other precious things not placed in the safe.
7.5. Authorized hotel employees have the right to enter the room during the absence of the guest, in case of operational necessity.
7.6. The hotel, in accordance with the Federal Law "On Personal Data" dated July 27, 2006 N 152-FZ, asks the guest for consent to the processing of his personal data; consent to the commission of actions provided for in paragraphs. 3 art. 3 of the Federal Law "On Personal Data".
8. Responsibility of the hotel, guest and hotel visitor.
8.1. The guest or visitor of the hotel, upon discovering deficiencies in the service provided, has the right, at his choice, to demand the gratuitous elimination of deficiencies, a corresponding reduction in the price for the service provided.
8.2. The guest or hotel visitor has the right to terminate the contract for the provision of services and demand full compensation for losses if the Hotel did not provide the service and / or eliminate the shortcomings of the service within the agreed (reasonable) period.
8.3. The guest or hotel visitor also has the right to terminate the contract if he has discovered significant shortcomings in the service provided or other significant deviations from the terms of the contract.
8.4. The hotel must eliminate the shortcomings of the service provided within 24 hours from the date of presentation of the relevant request.
8.5. Claims of a guest or hotel visitor to reduce the price of the service provided, as well as to compensate for losses caused by the termination of the contract for the provision of services, are subject to satisfaction within 10 days from the date of presentation of the relevant request.
8.6. The guest or visitor of the hotel has the right to demand full compensation for the losses caused to him due to the lack of the service provided. Losses are reimbursed within the time limits established to meet the relevant requirements of the consumer (based on the Law of the Russian Federation "On Protection of Consumer Rights").
8.7. Hotel in accordance with the law Russian Federation is liable for harm caused to the life, health or property of a guest or hotel visitor due to deficiencies in the provision of services, and also compensates for moral damage caused by a violation of consumer rights.
8.8. The guest or visitor of the hotel, in accordance with the legislation of the Russian Federation, compensates for the damage in case of loss or damage to the property of the Hotel (according to the Price List of the hotel), and is also responsible for other violations, including gross violation of the rules of residence and stay at the hotel.
9. FIRE SAFETY REGULATIONS
Dear guests!
Please follow the fire safety rules:
- Do not use electric heaters;
- Do not cover the included lamps with objects made of combustible materials;
- The hotel is non-smoking;
- Do not store flammable substances and materials in the room;
- When leaving the room, turn off your electrical appliances;
- Try to remember the location of fire hydrants and fire extinguishers, as well as the fire evacuation scheme, which is located in each room and public areas of the Hotel.
Modern electronic telephone systems help hotel staff to increase work efficiency, provide a high level of customer service and expand the range of additional services. Guests of high-class hotels can use all kinds of telecommunication services during their stay.
For the convenience of access to information sources and services of the hotel, telephones in guest rooms have special buttons with symbols (pictograms) indicating a specific service (reception service, restaurant, concierge, etc.)
With the help of telephone systems, guests also learn about the receipt of telefaxes for them. In this case, the corresponding entry will appear on the display of the telephone set of the guests.
In a number of hotels, in addition to a fixed (desk) telephone, guests are provided with cordless telephones (mobile or radio telephones) with a room number for the period of their stay in the hotel so that customers can be reached anywhere in the hotel. It is possible to switch the conversation from one phone to another.
If the guest wants to get away from business and relax, he can use the "do not disturb" function, the system forwards the call from the telephone set in the guest's room to a specific line where you can leave a text or voice message.
An external sensor allows you to display data such as outdoor temperature or pool water temperature on the telephone.
Modern telecommunication technologies enable guests to work with their personal computer in the room, use the Internet and e-mail services.
At the request of the guest, a fax machine can be installed in the room. Intra-hotel communication is free, other telecommunication services are paid additionally. Modern telephone systems automatically record the duration and cost of telephone conversations. The telephone systems are connected to the computer system and automatically make accruals to the general accounts of the guests.
In different hotels, the telephone service may be called differently: telephone exchange, switchboard, switching department or PBX. A telephone service operator, or telephonist, has many job responsibilities. The PBX operator is, so to speak, the communication center of the hotel. As a rule, the first contact of the client with the hotel takes place through the mediation of a telephone operator. The impression of the hotel begins to form with the client after the first communication with the telephone exchange employee. This requires certain skills, called telemarketing skills, from the person receiving the calls. The professionalism of the telephone exchange employee can largely influence the choice of this particular hotel by the client.
The work of PBX operators is inextricably linked with telephone etiquette. Telephone service employees should have a well-trained or simply pleasant voice, have patience, calmness and goodwill. THIS service employs only females.
The main duty of the PBX operator is to answer telephone calls politely and competently. You must pick up the phone within three rings. Before picking up the phone, the telephone operator should smile. Although the caller does not see her, if she smiles, it will help her voice to sound more confident and friendly. By the voice of the telephone operator, the client can "see" her face. The telephone operator must remember that she is in this moment is the representative of the whole hotel. It should work with a constant mindset: "Each call is the first call of the day." The call center operates around the clock. Picking up the phone, thanks the caller for contacting (calling) the hotel, greets the client, introduces himself and offers help.
In a hotel with foreign management, where a large percentage of foreign citizens are accommodated, this phrase is pronounced first in English and then in Russian. All messages for the guest must be delivered to his room within 20 minutes.
Very often, the hotel is asked to give a certificate of residence of a particular person, give the phone number of the room or connect with a guest living in the hotel. Telephone exchange operators must maintain the privacy of hotel customers. Like all hotel employees, PBX operators are responsible for the safety of customers. Telephone operators should not disclose room numbers and phone numbers of guests. In upscale hotels, telephone communication with guests is possible with direct contact with the telephone exchange operator. At the same time, the telephone operator asks the caller to introduce himself and wait a bit. Then she contacts the guest living in the room and finds out whether this phone call is desirable for him (her) or not. Connection occurs only with a positive response from the resident(s).
Another duty of the hotel PBX personnel is the registration and implementation of wake-up orders for guests. Everyone understands that. if you do not wake up the client or wake him up
late, any troubles may occur (the guest may be late for the plane, disrupt important business negotiations, or simply not take the necessary medicines on time, etc.). Therefore, the issue of wake-up calls must be taken very responsibly. When accepting a wake-up order, it is necessary to accurately record the client's room number, the exact wake-up time, take into account the time difference with other countries (change of time zones). It is better to ask the client again, to clarify all the necessary details, than to make a mistake in such an important matter.
Telephonists enter the wishes of customers into the wake-up sheet. Wake-up can be done in several ways. In high-end hotels, these are:
a) directly by a telephone operator using a telephone set. The telephone operator dials the number of the guest's room and pronounces approximately the following phrases: “Mr. Good morning! You asked to wake you up at this time” or “Mr.... Good morning! It's 8 am now." Before calling, the telephone operator will know the name of the guest in advance. Ideally, the wake-up call should be in the language of the guest;
b) automatic way. The telephone operator enters information into the computer's memory: when, which number requires a wake-up call. The computer is connected to the telephone set in the guest's room. The guest, picking up the phone, hears a wake-up message. The message can be played in the guest's preferred language. This method is especially necessary in large hotels, where it is often necessary to wake up a large number of guests at the same time;
c) wake-up call through interactive television systems. The "alarm clock" function will allow you to turn on the TV and wake up the guest at the time necessary for him;
d) the guest can independently program his telephone set for a wake-up call.
Guests prefer to be woken up by the “live”, gentle voice of a telephone operator.
In case of a large debt of the client to the hotel, the head of the reception and accommodation service may decide to turn off the telephone connection in the client's room or restrict access to telephone functions and categories of the outside world.
It is very important that the hotel telephone service staff be able to remain calm, despite the nervous situation, especially in emergency, atypical situations.
End of work -
This topic belongs to:
Technique and technology in social and cultural service and tourism
Socio-cultural service and tourism Lecture course topic introduction subject and essence of technology.. Organizational structure of the hotel.. Room management service..
If you need additional material on this topic, or you did not find what you were looking for, we recommend using the search in our database of works:
What will we do with the received material:
If this material turned out to be useful for you, you can save it to your page on social networks:
