The rule of introduction of telephone conversations in the hotel. Additional services at the hotel

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hotel CONTENTS
INTRODUCTION…………………………………………………………………………………….3
CHAPTER I. WORK TECHNOLOGY TO PROVIDE TELECOMMUNICATION SERVICES IN A HOTEL
1 Office technical means of working with information…………………….5
2 Technology for the provision of telecommunication services to the guest……………..…11
CHAPTER 2. RESEARCH OF INFORMATION TECHNOLOGIES IN THE HOTEL «Don-Plaza»
. 2.1 Description of the hotel………………………………………………………...20
2.2 Analysis of information technology at the Don-Plaza hotel……..23
2.3 Provision of telecommunication services at the Don-Plaza hotel……..26
Conclusion……………………………………………………………………………………..28
References…………………………………………………………………….………30

Introduction Currently, one of the most important and vital problems for managers of any level is the use of information technology in the development of management decisions. The current level of business development imposes fundamentally new requirements for information services, including ensuring the speed of information transfer, its relevance, reliability and timeliness of provision to the end user. In an intense competitive struggle, those organizations survive and succeed in which the management has the ability to make effective decisions using additional features provided by modern information technology.
The demand for information and information services ensures the development, dissemination and more efficient use of information technologies. Under the influence of new information technologies, fundamental changes are taking place in management technology, namely, the processes of substantiation and decision-making are automated, the organization of their implementation is automated, the qualifications and professionalism of specialists involved in management activities are increasing. The penetration of information technologies into all spheres of life has not left aside this trend and tourism, as a sphere of the economy, a sphere of activity and a sphere of employment.
Modern technologies for organizing information processes are primarily associated with the use of computer technology. Under computer information technology is understood a process that uses a set of methods and means for implementing the operations of collecting, registering, transmitting, accumulating and processing information using computers and computer networks to solve the management problems of an economic object. The concept of "information technology" refers to the entire transformation of information, including on paper, the concept of "computer information technology" refers to the processing of information based on the use of computer technology.
Over the past decades, nothing has contributed to the successful development of the economies of countries around the world like various technological innovations. Technical progress allows you to create new and improve the work of existing enterprises in various areas.
Now it is difficult to imagine how hotels, sanatoriums, motels, travel agencies and other companies could function without computer support systems. These systems are now widespread and well coordinated. The high economic efficiency of using computer systems prompted their owners to fight for market power.
The purpose of this work is to review the latest developments in this area, to clarify the features of the use of computer technology in the hospitality industry in Russia and abroad, as well as to identify problems in the operation of computer systems and the Internet, to determine the prospects for the development of computer systems in the hotel business.
Work tasks
. Describe office technical means of working with information
. To study the technology of providing telecommunication services to the guest
. Give a description of the hotel
. Analyze information technology at the hotel
. Explore the provision of telecommunications services...

29. Service of telephone operators. Job responsibilities of employees. Workplace equipment. Telephone etiquette. Reception of telephone messages and their documentation. Ordering international and long-distance 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 steps:

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, for example, content: “ 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.

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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

The importance and role of the hotel business in our time for the development of the economy of states, meeting the needs of the individual, mutual enrichment of social ties between countries cannot be overestimated.

The hospitality industry consists of various means of collective and individual accommodation: hotels, hotels, motels, youth hostels and hostels, apartments, tourist shelters, as well as the 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 hotel industry as an economic activity includes the provision of hotel services and arranging, for a fee, short stays in hotels, campsites, motels, school and student residences, guest houses, and the like.

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 establish mandatory requirements for specific tourist services, including service conditions, for the organization of production management, for technical equipment, technological processes and methods used only at a given 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 establishment. 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, the most important rooms communicate with guests by the possibility of this, a written phone, 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. The category "Hotel" reflects 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.

Hotel room services 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 telephone communication services of general use: local communication, long-distance and international communication, mobile telephone communication;

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 part of 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 located the historical Izmailovsky Park with ponds, the 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, in the old village "", which, in its turn, 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 in working 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. The electronic systems of the latter help the BW Hotel 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, he 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

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Distinctive features of a powerful client: the desire to always prevail, the demand for immediate action, the transition in conversation directly to the point, a clear formulation of one's thoughts, the conversation is characterized by brevity, is not always conducted in a polite manner.

When communicating with this client, employees adhere to the following rules: they demonstrate the same degree of self-confidence as the interlocutor (the employees of the telephone exchange speak in a calm, unflappable tone, use precise, concise formulations, do not speak on extraneous topics); listen carefully to make sure they understand what the problem or request is; ask questions that require a one-word answer (questions that require a one-word answer allow you to limit the amount of incoming information or end the conversation); key words are used in the conversation: did, I can, I have, I do, I will, I will, for example: “Have you already contacted the economic service and could not help you? I can help you". With such a client, you must always be friendly and courteous, but at the same time specific and straightforward.

The passive client is characterized by: restrained tone, slow speech, soft intonations, he is inherently undemanding, needs to speed up the pace of the conversation.

When communicating with such a client, it is recommended to: ask open-ended questions (open-ended questions provide an opportunity to learn more about the client, use keywords such as: why, when, who, what, where); ask the client for feedback, for example: "Mr. Ivanov, if something does not suit you or if there is a problem, please call the telephone operators."

An irritable client is characterized by: fast and emotionally colored speech, complaints, an accusing tone.

The rules that guide the employees of the telephone exchange in relation to such customers are as follows: listen carefully; find out what made the interlocutor so angry; express concern about it; do not interrupt or try to rush this person; keep calm; encourage the client to independently search for solutions; propose a solution and agree on specific steps to implement it; always be courteous.

Regardless of the nature of the client and the degree of his irritation in the hotel business, there is one important rule that helps to successfully solve the problem of the guest. This rule is called the LEARN principle:

L-Listen - listen.

E-Empathize - sympathize.

A-Apologize - sorry.

R-React - react, offer a solution to the problem.

N-Notify - report what happened.

All the listed rules, tips, principles are very important in the work. Customer characteristics help not only on the phone, but also apply in person, and the LEARN rules help you build the right plan of action to solve any problem.

Depending on the question or request of the caller, the operator independently gives an answer or redirects the client to the appropriate service or to a competent hotel employee in this matter. The high professionalism of the PBX operator lies in the ability and ability to independently answer customer questions and turn to other services and employees for help as little as possible. While there is a connection with any division of the hotel or a specific person (if this is still necessary), the caller should not hear extraneous sounds or the official conversation of the hotel staff. For this, the connection of melodic (classical) music is provided. After one minute, in the event that no one picks up the phone in the desired department or service of the hotel, the operator should ask if the caller will wait further, call back later, or leave a voice or text message. In no case should you leave the calling client unattended, put on "waiting" for more than one minute. Returning to the conversation, you should say: “Thank you for waiting!” ("Thank you for holding!") or "Sir/Madam (name), I'm sorry you had to wait. Could you leave your phone number? I will resolve this issue and call you back. Thank you” (“Mr./Mrs. (name) thank you for holding. Do you mind to leave your phone number? I’ll take care about this matter and call you back. Thank you”). It is necessary to be helpful, to offer help without waiting for a request. After five minutes (this is the maximum period), you need to call the guest back and inform him about the result or about the progress of resolving his issue.

It is forbidden to connect to services that are not allowed to receive external calls.

If you are on the phone and you have another call waiting, then you should ask the guest to wait: “Excuse me, could you wait on the line?” ("Excuse me, may 1 put you on hold for awhile?"). 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.

If the caller asks to be connected to a hotel guest number, and the resident is not currently available, the operator may also prompt the caller to leave a voice or text message, using, for example, the following phrases: “Unfortunately, no one is answering the room at the moment . Excuse me, would you like to leave a message or call back later?” (“I am sorry, but there is no answer in the room at the moment. Excuse me, would you like to leave a message or call later?”) When receiving text information for a guest, special forms are used. Each telephone message must contain the following information: date, time of the telephone call; surname and name of the caller; surname and name to whom the message is intended; room number or service name; legible signature of the person receiving the information. Often on the form for transmitting information there are the most typical options for the transmitted information: “Urgent!”, “I wanted (a) to make an appointment”, “I asked (a) to call back”, “I will call you back”, “Personally searched”, “Very important!”, “They wanted to see you,” etc. In such cases, the telephone operator notes the necessary phrase and the time for receiving a telephone message is significantly reduced. Forms are filled in two copies: the first copy - for the client, the second remains in the telephone service. This is recommended for two reasons:

in case the client loses his copy of the telephone message (you can always restore the information);

in the event of unfounded accusations by the client that the information was not transferred to him or was transferred late.

Messages must be delivered to the client in a closed form. For this, the forms have special adhesive strips or branded envelopes are provided in the hotel.

All messages for the guest should be delivered to his room within 15-20 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 communications with guests is possible with direct contact with the operator of the telephone exchange. At the same time, the telephone operator asks the caller to introduce himself and wait a bit. Next, she contacts the guest living in the room and finds out if he (she) wants this phone call. Connection occurs only with a positive response from the resident(s). Before transferring the call, the telephone operator informs what she is doing, for example: “ Sir, I connect you with the gentleman”, “ Please connect you” (“I'm connecting you to”), “Mr / Madam (name) please don't hang up. I connect you to the department (room). Thank you". ("Mr./Mrs. (name), I'm connecting you to... Department (room). Please, hold the line. Thank you").

The telephone operator does not have the right to disclose confidential information about department employees to anyone: work schedules for managers and staff, home addresses and telephone numbers, etc.

Guests with the status of "incognito" (Incognito guests). These are guests who want their presence in the hotel not to be noticed, i.e. if they ask for this guest or want to talk to him on the phone, the operators are required to answer that such a guest does not live in our hotel. It often happens that a guest wants to arrive incognito and not advertise his presence in the hotel to most people, but for a certain circle of people he wants to be available. Then the guest is invited to come up with a password and tell it to telephone operators and those people for whom he wants to be reachable. Only if the callers say this password, telephone operators connect with the guest. There is a form where guests with this status are entered, it indicates the guest's last name, room number and length of stay.

Telephone operators must provide information on a wide range of issues. To perform this function, telephonists must be provided with a large amount of reference material, which includes:

an alphabetical list of guests indicating the rooms in which they live, the length of their stay;

alphabetical list of hotel employees with indication of their internal and city telephones;

telephone numbers of the police, passport service, emergency medical service, hospitals, taxis, trust services, airports, railway stations, etc.;

index of the largest commercial and industrial firms operating in the city;

addresses and phone numbers of other hotels in the city, as well as large hotels in other cities;

lists of telephone codes of other cities and countries;

air and railway timetables, exchange rates, table of time zones;

list showing private (home) phone numbers of hotel employees, etc.

As for the home phones of employees, this is also confidential information. A home phone number can be given in very rare, exceptional cases, in cases of emergency. Telephone operators should be familiar with the procedure that has been established in the hotel in this regard.

Modern telephone systems provide hotel employees with a built-in telephone directory (telephone book). With the help of such a directory, telephone operators get quick and easy access to the necessary telephone numbers. Information may be provided in alphanumeric order to facilitate telephone number lookup and speed dialing of a specific person.

Using the "Telephone operator" option of the general hotel management computer system, you can quickly find the guest's room number using the following data:

last name of the guest;

the name of the company specified in the guest file;

the name of the guest's country of residence;

date of arrival;

departure date, etc.

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, some troubles may occur (the guest may be late for the plane, disrupt important business negotiations, 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.

What time would you like to be woken up?

Let's check: Do you need a wake-up call tomorrow (today) at, your room number "

Good night (have a good rest), Mr. Smith!

At what time would you like to receive you wake-up call?

Let us check once again: You would like you wake up call tomorrow (today) at You room number is

Good night, Mr. Smith!

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 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!

This is a wake-up call. Have a nice day!" or “Mr. Good morning! It is now 8 o'clock in the morning. You asked me to wake you up at this time” or “Good morning Mr. It's 20 degrees outside, the sun is shining. We wish you a nice day” (“Good morning, Mr. Smith! This is your wake-up call. Have a nice day!”)

Description

Modern electronic telephone systems help hotel staff to increase efficiency, provide a high level of customer service and expand the range of additional services.
During their stay, guests of high-class hotels can use all kinds of telecommunication services.

Modern electronic telephone systems help hotel staff to increase efficiency, provide a high level of customer service and expand the range of additional services.

In Europe, telecom services in the hospitality sector rank fifth in terms of profitability after accommodation, catering, business services (organization of conferences and other events) and beauty and wellness. In Russia, the profit of hotels from the telecom infrastructure does not exceed 1-2% of the turnover.

The ability to be in touch 24 hours a day is one of the key advantages business man. Therefore, telecom plays a colossal role in business-class hotels. Nevertheless, even in this segment, the volume of the telecom business is rapidly declining: over the past five years, hotel revenue has decreased by 2-3 times. For example, a couple of years ago, a hotel of the National level earned 70 thousand dollars a month on communication services, now this figure is only 20 thousand. The main problem of hotel telecom is the development of wireless solutions - both personal and corporate: we are talking about mobile communications, and about wireless Internet access. However, according to the majority of telecommunications market experts, the situation can be changed.

Creation of a telecom system: the first step

The success of the project will largely depend on how correctly the telecom strategy is chosen and how ROI (Return on Investment, return on investment) and ROS (Return on Sales, profitability) are predicted for telecom. The telecommunications strategy is formed based on the characteristics of the hotel: the brand used, the profile (tourism, business), the presence of special areas - a business center, restaurant or casino. There are many examples of over-investment in infrastructure: the vast majority of capital's premium hotels built in the 1990s have an excess amount of equipment that is already outdated from the moment it was installed. As a result, ROI on telecom, even despite the fabulous tariffs, amounted to 5-7 years, which, under the current conditions of information technology development, could have been avoided.

From the point of view of the operator, the connection of one hotel is comparable to the connection of an average corporate client and is about 5 thousand dollars. The revenue of the hotel management company can be 4-10 times more, experts say. However, in practice, the profit from communication services in a hotel is usually about 1-2% of the turnover. And in the face of declining profitability, hotel chains are less willing to invest in telecommunications. Given the low rate of return, it is appropriate to outsource the development of the system and enter into co-investment with telecommunications service providers. The latter, being financially interested, will maximize the effectiveness and efficiency of communication systems. The financial participation of the telecom supplier in the project for the main investor is also a guarantee of the high quality of telecommunication services. On the part of the telecommunications company, the interest in co-investment is explained by the opportunity to stay in the project for a long time.

But, as experts note, the co-investment scheme for Russian market not yet very common. Often and in the operation of the telecom system, hotel owners rely on own forces. But not everyone is up to the task. There are cases on the market when the staff of the own telephony department of a large hotel exceeded 30 people. But insufficient qualifications of the staff led to the fact that the guests were offered low-quality services at non-competitive rates. As a result, guests refused to use the hotel's telecom services. With such a loss-making scheme of work, according to experts, the hotel annually lost more than 500 thousand dollars!

The modern world is striving for segmentation, so it is more profitable and easier for hotel managers to invite telecommunications specialists or a professional telecom operator.

Telecommunications for the hotel business have their own specifics. As a corporate customer, hotels consume communication services, and as management companies they earn by providing a range of information and telecommunication services. If these circumstances are taken into account during the construction of infrastructure and the development of the marketing and financial policy of the hotel, the investor will be able to correctly form a package of services that will become additional source profit of the object. Telecommunication infrastructure modern hotel includes telephone and fax communication (long distance and international), Internet and conference calls. In the public areas of the hotel, as a rule, a Wi-Fi system is installed, which provides Internet access. In hotel rooms of the middle price category and economy class, you can connect to the Internet "through the socket". Television conferencing is used in high-end hotel conference centers.

The philosophy of telecom services is based on the principle of continuity. In hotels of category 4-5 * there is a round-the-clock support service. Therefore, all emerging problems, as a rule, are resolved promptly. The service recovery rate (FSE indicator - fault correction time) is higher than in the business segment. Another point is the equipment. Premium hotels use only proven infrastructure equipment of this level. If we talk about hotels of the lower level, then there is no single statistics in this segment, however, as a rule, round the clock service there is no support in such hotels.

One of the features of telecommunications in a hotel is their complete subordination to the hotel's automated control system - billing should be calculated in real time, and invoices should be issued instantly. The billing system is one of the most important components of the telecom infrastructure of a modern hotel. With its help, the problem of extracting the guest from the room is solved, indicating the form of payment for confirmed calls by the client and unpaid calls by the client. Telecom infrastructure should provide large stock in terms of bandwidth, range of services, often 100% Wi-Fi coverage, online phone billing. So you can plan a structured cabling network and do everything on a turnkey basis.

The concept and category of the hotel affect the rates and quality of communication, as well as the range of additional services. Naturally, the more stars, the higher the price of services. There is a minimum set of equipment requirements, which, as a rule, are more or less the same for all 4-5-star hotels. Thus, the differences can only be in the final products, for example, a more expensive phone can be installed in 5 "stars".

At first glance, the high cost of individual devices (more than 1000 dollars) is due to their wide capabilities. For example, controlling the use of a mini-bar, an information system for the host city, the ability to order a taxi and a table in nearby restaurants. Such terminals also broadcast advertisements to hotel guests, allow access to the Internet and ... significantly increase income from telecommunications services. However, they require a content generation infrastructure (databases and reference Information around the city, specialized agencies selling advertising for such terminals, etc.). Therefore, such complex systems in Russia are not yet developed. But in the near future, we should expect the appearance of premium services - Internet access with a wireless keyboard and a plasma TV panel as a monitor, more advanced models of telephones with enhanced functionality, an increased volume of cable TV channels, etc.

However, relying on technical innovations, one must take into account that, like any IT product, telecommunications systems quickly become obsolete. For example, about a year and a half ago, installing a Wi-Fi system in a hotel was considered the introduction of advanced IT technologies, today it is already a standard option for the hospitality industry. Even if the building is five years old, there may be incompatibility between old and new equipment. For data transmission, equipment is being installed, the capabilities of which seemed a little fantasy a year ago: it is more flexible and cheaper.

In about five years, experts are predicting the rise of VoIP (the technology that links the world of telephony and the world of the Internet with a VoIP phone). It is expected that VoIP can significantly replace existing services today. In addition to using technological innovations to increase the profitability of telecommunications, operators are developing special solutions for the hotel sector. For example, it is possible to create a virtual mobile operator under the hotel brand. The services of a local operator will cost less than roaming. Thus, hotel guests will significantly save on telephone calls, and for the hotel itself, the provision of such a service is a source of additional income. A package of high-quality services with tariffs corresponding to the class of the hotel and taking into account market conditions will surely distinguish the hotel in the eyes of regular and potential customers.

A factor hindering the development of the telecom infrastructure of hotels is the almost complete absence of competition in the hotel market. It is too early to talk about competition among telecom operators: today there are only a few companies operating in the hotel real estate segment on the telecommunications market.

However, sooner or later the situation will change. If about 60-70% of announced projects are implemented in the hotel sector, then competition in this segment will noticeably intensify already in 2010-2012. For example, the St. Petersburg market is already oversaturated with mini-hotels: hotels that cannot withstand competition are forced to either close or merge with stronger players. In Sochi, by 2012, it is planned to build "Olympic facilities" in sufficient quantity to create intense competition after the Olympics. Rezidor, Hilton and InterContinental are actively entering the regions. With these factors in mind, forward-thinking hoteliers are already laying down competitive advantages for the future. Accordingly, in new or reconstructed hotels, as a rule, modern telecommunication systems are installed.

Modern television technologies make it possible to create hotel systems that do not require the constant presence of service personnel. Commercial television systems as business objects are divided into two main classes: interactive television systems and pay television systems.

Interactive TV systems provide hotel guests with a wide range of interactive household services. For example, greeting a newly arrived guest, the ability to order dinner or drinks in the room, buy an item selected from the video catalog, check the invoice, receive a personal fax or telephone message, independently check out the hotel expressly, and much more. Television systems also provide hotel guests with a number of business services: E-mail, InnFax, Internet. Krylov I.Ya. Marketing. Sociology of marketing communications. M., 2009.

It is worth remembering that the presence of interactive television systems, as a rule, provide the hotel staff with some special functions (viewing the list of defects in the equipment of the room; setting personal tasks for maids and technicians on duty; transmitting staff reports on completed tasks; determining the readiness of the room, and others).

The difference in the cost of interactive and television systems for high class hotels and business hotels can be up to 25-30%.

As for the pay TV system, such a system provides hotel guests with a limited list of services that are, as a rule, of an informational nature: greeting guests; a list of services provided to hotel guests - in the form of commercials or interleaved slides, accompanied by sound and animation effects; paid TV and video channels (from 3 or more).

From a technical point of view, a pay TV system is the most cost-effective part of an interactive system. Depending on the specifics of the hotel, pay TV systems are differentiated into: "PAY TV System" - systems with interactive inclusion of paid services, that is, the guest selects and turns on a paid service using the TV remote control, and card "A" la card System "G L. Azoev "Competition: analysis, strategy and practice", Moscow, CJSC "Center for Economics and Marketing", 2006 Mr. guest inserts a plastic card purchased in advance into a special card reader of the TV, selects a paid channel and, by pressing a special button, confirms the desire to watch a paid channel.

Pay TV card systems do not, in principle, provide any other service than a few pay TV or video programs.

The third type of commercial television systems include systems of controlled rental (rent) of TVs (the system controls, and the guest pays only for the fact of using the TV). This type of system is of practical interest for cheap hotels, hotel apartments and tourist campsites.

Pay and interactive TV systems can be supplied both with a set of new TVs, and can be created on the basis of existing TVs. This provision does not apply to pay TV systems of the "A" la card" type, i.e. card type, for which special TVs with card readers are created.

To increase the prestige of the hotel, its owner or administrator seeks to increase the volume of services provided (including telecommunications). When giving a guest the opportunity to watch a particular channel, you need to remember that for the right to show each channel in the hotel, you need to pay the owner of this channel. The amount of payment to the owner of the channel depends on its popularity, on the class of the hotel, the number of rooms and, in some cases, on other factors, and can range from 0.05 to 2 dollars or more per room per month for each channel. That is, a hotel with 250 rooms must pay up to $500 or more per month for the right to broadcast one channel.

The total of all payments related to the operation of television systems is a very significant amount. The hotel can only compensate for these costs through payments from guests and sometimes for advertising nearby establishments.

The guest has the right, without additional payment, to use information television channels, including national languages. The costs associated with the provision of these services to the guest are included in the basic payment - for accommodation. Providing the guest with additional telecommunication services, the hotel has the right to receive additional payment from him. The payback period of the pay TV system is much shorter than the payback period of the interactive TV system, and in general the economic efficiency of the pay TV system is higher. However, in cases where the goal is to enhance the image of the hotel, regardless of cost, an interactive television system is more preferable.