Telecommunication systems in hotels. Organization of the work of the service of additional and related services

Introduction ............................................................... .................................... ................. ............. ...3
1. The importance of systems in the activities of the hotel ....................................................... ........ .4
2.Integrated information communication system ..........................................6
2.1. Telephone network of the hotel. .............................. .................... .......... .........6
2.2.Internal operational communications .......................................................... .......... .........6
2.3.Alarm at the administrator .............................................. .................7
2. 4. Broadcasting and television network .............................................................. 7
2.5. Security system in the hotel .......................................................... ... .......8
2.6. Fire alarm system. .............................. .................... .........9
3.Integrated hotel equipment system.... .............................. .......... ........10
3.1. Hotel life support system .............................................................. ..... 10
Conclusion.................... ............................. . ............................. ................... .......... 14
List of references .............................................................. ... .................16

Introduction

Today the hotel business is one of the most profitable in Russia. Every year about 3 million foreign tourists stay in the hotels of the capital. And this figure is increasing by 15-20% every year.
One of the main competitive advantages of any hotel, in addition to such tangible resources as premises, interior, furniture, equipment, the brand, level of service and individual approach to each client come first.
One of the components of these intangible resources is a well-functioning management system and modern technical resources, including telecommunications.
As the latest research of the hotel business shows, hotels tend to work with already formed customer bases, since it is much easier and more cost-effective to keep a guest who has visited the hotel once, than to attract new customers. And one of the base formation tools regular customers is a high level of telecommunication service.
Almost all hotels and hotels use ERP systems - software (software) that fully automates almost all hotel management: accounting, billing for various services and accommodation, payments, booking system, telephone and Internet service management, banqueting management and much more.
Thus, the hotel always meets the stated quality standards and increases profitability per guest.

1. The importance of systems in the operation of the hotel

One of the main competitive advantages of any hotel, in addition to such tangible resources as premises, interior, furniture, equipment, the brand, level of service and individual approach to each client come first. One of the components of these intangible resources is a well-functioning management system and modern technical resources, including telecommunications.
As the latest research of the hotel business shows, hotels tend to work with already formed customer bases, since it is much easier and more cost-effective to keep a guest who has visited the hotel once, than to attract new customers. And one of the tools for forming a base of regular customers is a high level of telecommunications service. Almost all hotels and hotels use specialized industry-specific software solutions that fully automate almost all hotel management: accounting, billing for various services and accommodation, payments, booking system, telephone and Internet service management, banqueting management and much more.
For hotels, Netone provides an appropriate set of communication services that are integrated into existing industry solutions and ERP systems.
Thus, the hotel always meets the stated quality standards and increases profitability per guest.
When building the telecommunications infrastructure of the hotel, the company "Netone" relies on the latest achievements in this area:
Telephone communication with a wide range of additional services - conference calls, automatic dialing to the subscriber, call forwarding and switching, Wake Up services.
Wireless communication throughout the complex.
Broadband Internet access with the ability to connect the guest's computer via a dedicated line, Wi-Fi wireless technology, a special Internet console to the TV.
Video conferencing from anywhere in the world.
Digital terrestrial, cable and pay TV.
View video materials on demand.
Reliable support for the operation of all payment systems.
Proper organization and efficient operation of the telecommunications infrastructure is a powerful tool for attracting customers and enhancing the image of any hotel.
For example, high-quality video conferencing services from Netone will allow the hotel to hold various seminars, conferences and other events at the world level.

2.Integrated information communication system
2.1.Hotel telephone network

The main means of communication is the telephone, the installation of which in the hotel is generally accepted. Due to the effectiveness of the telephone, which helps to save staff movement, it is most rational to install telephones in all hotel rooms. Telephonization of large hotel buildings is usually carried out from their own automatic telephone exchange. To communicate with the city exchange, a trunk line is being laid. telephone cable. The distribution network runs throughout the building, and special distribution boxes are installed on each floor of the hotel. In one of the premises of the lobby group or directly in the lobby, telephone booths (or built-in booths) are installed for city pay phones and for long-distance communications. When installing cabins side by side, the partitions are made of soundproof materials.
In large hotels, the organization of internal communication with employees, departments and institutions serving the hotel is of particular importance. For operational communication of the hotel director and chief administrator with employees, two switches are installed. These operational administrative communication stations are designed to include 40 subscribers.

2.2. Internal operational communications

Alarm in the room. Each hotel room must be equipped with bells and alarm and automation buttons. Living in the room, without leaving the room, can call the maid on duty on the floor, the waiter. Alarm bells are installed in the bathroom in case you feel unwell while bathing. They are equipped in the form of a cord, in order to avoid electric shock. A special automatic device makes it possible to open the door of the room without approaching it, turn on or off the light without getting out of bed. It is advisable to install switches and buttons for automatically opening doors near the bed, a socket for turning on a vacuum cleaner - at the door, a socket for a radio and a table lamp - at the desk, for a shaver and a hair dryer - at the mirror in the bathroom.

2.3. Alarm at the administrator

Particular attention should be paid to equipping the place of the administrator on duty in the lobby with signaling and communication devices. Registration of arrivals at the hotel, storage and issuance of documents, room keys and correspondence is carried out centrally. Therefore, it is very important to ensure, with the help of low-current installations, the connection of the chief administrator with the workplaces of those on duty on the floor. In large hotels, an automated system for accounting for the number of rooms and settlements with guests and employees through a computer center is used.

2.4. Broadcasting and television network

In hotels, a radio broadcasting network is provided. The hotel building must be fully radio-equipped. Loudspeakers with a power of 0.25 W are installed in the premises of administrative and economic personnel, as well as in public places for transmitting information. Restaurant, cafe, banquet halls are radioed from the local radio station.
It is not recommended to install radios in double rooms, as the room can be provided to people with different tastes and daily routines, and the radio may interfere with one of them, in addition, the radio creates additional noise in the room that penetrates into neighboring rooms. Therefore, in the rooms it would be more expedient to install radio stations with headphones broadcasting several programs.
In large hotels, it is advisable to allocate separate rooms for watching TV shows. Televisions are recommended to be placed on low stands so that the center of the screen is below the eye level of the person sitting. The height of the TV installation plane is 32-78 cm, depending on its size and the height of the seats. This installation of the TV makes it possible to monitor the screen while relaxing in a comfortable position.
Radios and televisions are usually placed in rooms with maximum isolation from corridors and stairs. Interior decoration is made of sound-absorbing materials. For halls and living rooms, as soundproofing, it is possible to recommend filing the ceiling with acoustic tiles, drapery made of soft, thick and double fabrics, pile soft carpets or carpeted flooring.
Television and radio receivers are installed in suites, and in hotels of the highest and I categories - in every room.

2.5. Hotel security system

Ensuring the safety of hotel guests is of great importance. The security system consists of a control panel that monitors an unlimited number of objects and video cameras that are installed at the entrance to hotels, in the lobby, in the corridors. The television signal is transmitted over the conventional telephone network.
The system has a special channel for connection to other security and control equipment: fire-fighting system, water and power supply system, fire alarm.

The management and control of electric lighting in common areas, the inclusion of ventilation systems, fire alarm systems, radio broadcasting networks and other engineering systems should be concentrated in the control room of engineering equipment.

2.6. Fire alarm system

Fires can start anywhere in a hotel building, but basements, attics, and kitchens are most susceptible to fires.
Failure to maintain cleanliness in industrial premises, in places where central heating channels, elements of steam and electrical equipment pass, may, due to excessive heating or under the influence of a spark that has arisen in electrical devices, cause the accumulated dust to ignite. Very often, guests leave electric heaters on, which can also cause a fire. Hotel facilities must be equipped with fire alarms.
The fire alarm device consists of a central fire station that gives an audible or visual signal about a fire or a fire hazard, as well as fire signals. There are two types of fire alarms: automatic ("fire watch") and manual (buttons) "Fire watch" respond to high temperatures. When a certain temperature is reached, the head automatically opens, and water from the network is poured over the place of fire in the form of a shower. One such signal protects about 20 m2 of area.
Hand signals-buttons should be placed in public places (corridors near stairwells, halls, etc.). To avoid accidental pressing, the button is placed under glass, which must be broken in order to press the button.
etc.................

Telecommunication systems are understood as systems associated with the possibility of transmitting audio, video and other types of information using various electromagnetic processes.

Equipping hotels with telecommunication systems and equipment allows solving the issue of introducing modern information technologies into the activities of the hotel. There are high requirements for information: reliability, efficiency, multifunctionality, high speed of processing and transmission, flexibility, etc.

An integrated information communication system may consist of:

• - from a structured cable network;
• - local telephone network based on mini-ATS;
• - local computer network;
• -institutional radio systems telephone communication, radiotelephone communication with mobile objects;
• - paging communication, etc.

Hotel telephone network

The main means of communication is the telephone, the installation of which in the hotel is generally accepted. Due to the effectiveness of the telephone, which helps to save staff movement, it is most rational to install telephones in all hotel rooms.

Telephonization of large hotel buildings is usually carried out from their own automatic telephone exchange. To communicate with the city automatic telephone exchange, a trunk telephone cable is laid. The distribution network runs throughout the building, and special distribution boxes are installed on each floor of the hotel. In one of the premises of the lobby group or directly in the lobby, telephone booths (or built-in booths) are installed for city pay phones and for long-distance communications. When installing cabins side by side, the partitions are made of soundproof materials.

In large hotels, the organization of internal communication with employees, departments and institutions serving the hotel is of particular importance. For operational communication of the hotel director and chief administrator with employees, two switches are installed. These operational administrative communication stations are designed to include 40 subscribers.

A mini-ATS is a specialized computer into which external telephone lines are connected and from which internal communication lines depart.

Advantages of mini-ATS:

• - allows you to refuse part of the city numbers, while a large number of internal subscribers can use a small number of external lines without conflict. Most best option when there are six internal subscribers per external number;
• - allows the hotel to make its telephone connection modern and use it as efficiently as possible;
• - provides all its subscribers with a modern service, without requiring any special telephone sets;
• - performs billing, i.e. registration telephone conversations showing extension number, line used, date, time, dialed number and call duration.

The use of a mini-PBX, in addition to direct savings on the purchase of city numbers and their regular payment, allows you to implement the following service functions that are not provided by city PBXs:

• - call forwarding;
• - connection to the conversation of several subscribers (conference call);
• - intervention to a busy subscriber (emergency communication);
• - holding electronic meetings;
• - auto redial;
• - receiving and sending documents without repeated dialing by switching to a fax machine;
• - in the absence of the main subscriber at the site, the station will direct calls to other subscribers until it finds the one who answers the call.

Digital PBXs have much great opportunities, compact and reliable.

PBXs, unlike mini-PBXs, are capable of servicing large quantity subscribers, so they are used in medium and large hotels. PBXs have equipment for integration with a computer network, software, provide customers with voice mail and conference calls, carry out intelligent switching of telephone calls, systematize incoming information, etc.

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 the hotel guest number, and the resident this moment out of the office, 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 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. 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:

alphabetical list guests indicating the rooms in which they live, the period 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 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.

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!”)

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.

Description

State-of-the-art electronic telephone systems help hotel staff increase efficiency, provide excellent customer service and expand their recruitment additional services.
During their stay, guests of high-class hotels can use all kinds of telecommunication services.

Telephone service. Telephone etiquette. The telephone service is the most important part of the hotel. It supports a complex system of external and internal communications. The voice of the operator and his manner of speaking affect the perception of customers about the hotel. In fact, this is the first "point of contact" with a potential client. At this stage, a correspondence acquaintance with the hotel takes place and its preliminary assessment is given. Telephone service employees are required to know the rules for conducting telephone conversations, the location hotel services, official duties of all hotel employees.

The quality of services provided by the telephone service must be especially high in hotels for business people, since the successful business of hotel customers often depends on the clarity and speed of information transfer.

The department is responsible for servicing all domestic, local, long distance and international telephone calls. Recently, cellular and satellite communication services have become widespread.

New electronic equipment allows guests to call from the room directly, without the mediation of the operator. Computer systems automatically send messages about the subscriber's expenses to the computer of the administrator on duty, where they are included in the bill.

In the same way, the wake-up service is provided. The counter clerk, when receiving an order, sends this information to the telephone operator, who enters it into a computer, which starts a message at the required time.

Many hotel telephone systems have voice mail, which frees the operator from the need to deliver messages, and gives the client the opportunity to receive a more personalized service. In the absence of such a system, all messages for the guest must be delivered to his room within 20 minutes. If it is not possible to find a guest, it is necessary to offer to leave a verbal message or connect to an answering machine.

The telephone service is essential to the operation of hotel security. The operator serves as the communication center in the event of accidents and other unforeseen circumstances.

To develop a unified form of responses, corporate service standards should be introduced at the enterprise.

For a clear reception and transmission of messages by telephone, the telephone operator must use a number of improvised means. These include:

· an alphabetical list of guests indicating the rooms where they live;

· alphabetical list of hotel employees with indication of their internal and city office phones;

phone numbers for the fire service, ambulance medical care, hospitals, taxis, trust services, airports, railway stations;

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

· telephone book with indication of private city telephones;

list of city and country codes;

aviation, railway timetable;

exchange rates;

· table of time zones, etc.

In hotels, many of these lists are on the computer to speed up the work of employees.

A telephone conversation can be conditionally divided into three stages: receiving a phone call, connecting to the desired service or guest number, and receiving information (phone messages).

When receiving a phone call, you must follow certain rules:

Pick up the phone no later than on the third ring of the phone;

be friendly - a smile is “transmitted” over the phone;

Thoroughly know the device, operation and technical capabilities of the telephone set and switch;

Respond in a kind, polite, clear voice, make it clear to the client that they are ready to provide a service. The first phrase should contain a greeting and the name of the hotel, for example: “Good afternoon. Hotel "Olympus". Who can I connect you with? If the hotel has international status, then all the same should be pronounced in two versions: in Russian and English;

· clearly define the name and surname of the caller and the reason for his call;

· answer all questions, or switch the conversation to the required number or the required service.

When connecting to the desired number, you must:

let the caller know that in a minute he will be connected to the desired number;

find the required number in the lists or directories of the hotel;

establish a connection;

· if the subscriber answers, inform about the call and connect;

· in the absence of the subscriber or his unwillingness to answer the call, inform the caller that the connection cannot be established at the moment, and ask about the caller's further positions, for example, about receiving and transmitting any information.

At this stage of the telephone conversation, it is important not to keep the subscriber waiting for a long time. From time to time it is necessary to tell him why the connection is taking so long and at the same time ask about his further wishes.

When receiving information by phone, you should:

Use special forms or notepads with carbon paper. A copy of the transmitted information must always remain in the telephone service;

write information in legible handwriting;

repeat recorded information;

end a telephone conversation by saying goodbye;

transfer information.

Special forms are used to record information.

The use of such forms is mandatory in hotels for business people. Each telephone message must necessarily contain information: the date and time of the telephone call, the last name and first name of the caller, the last name and first name of the person to whom the telephone message is intended, the room number or name of the service, a legible signature of the person who received the information. Often on the forms for transmitting information there are the most typical options for the transmitted information: “You called”, “We wanted to see you”, “Urgent!!!” etc. In such cases, the telephone operator only marks the desired column, and the time for receiving a telephone message is significantly reduced.

Forms are filled in two copies: one - for the client personally, the second - for the telephone service. Telephone messages, like faxes and correspondence, are handed over to the guest in a closed form. These may be sealed envelopes. The room number, the name of the guest are written on the envelope and, if necessary, a special note is made: “Urgent!!!” etc.

Phone calls are billed at the hotel. These invoices are processed on a computer and the amount for calls is entered into the guest's general account. To issue bills for telephone conversations, special standard forms are also used, on which, in addition to the given data, the details of the hotel are indicated.

One of the duties of the hotel telephone service staff is to register and process wake-up orders for guests. The issue of wake-up must be treated very responsibly, because if you do not wake up the client or wake him up late, trouble can occur (the guest may be late for the plane, disrupt important business negotiations, etc.). 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).

In upscale hotels, wake-up calls can be done in several ways:

the automatic way. It is necessary in large hotels, where it is often necessary to wake up a large number of guests at the same time. 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;

Wake-up directly by the telephone operator using a telephone set. The telephone operator dials the number of the guest's room and pronounces the following phrases: “Sir, good morning! You asked me 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. In hotels of the highest category, the wake-up call is made 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.

Hotel telephone etiquette. The art of conducting telephone conversations is the most important professional skill of any business person.

Often a telephone conversation with an employee of the marketing, reservation, reception and accommodation service is the first acquaintance with the hotel, and on its basis a stable emotional impression of the hotel is formed.

Irritable tone, rude expressions, incorrect pronunciation, lack of interest in the interlocutor will forever alienate the client from this hotel. Conversely, the ability to influence the interlocutor in the desired direction will leave the best impression of the hotel.

Common Mistakes in telephone communication:

· at the beginning of a telephone conversation, the operator does not name himself or pronounce the name of the hotel;

The operator is presented quickly and illegibly;

The caller is forced to wait at the phone for a long time;

There are long pauses due to the search for documents, switching to other people and other things;

There is no appeal to the caller by name;

Indifference and inattention to the problems of the caller are manifested.

Errors arising from poor preparation for the conversation:

non-specific questions and evasive answers;

Excessive attention to the secondary to the detriment of the main;

"trampling on the spot";

· futility of the conversation, when the final decision is not formulated.

Typical mistakes in speech behavior:

poor control of their feelings and emotions;

irritability, loudness;

· uncertainty - ingratiating, quiet and timid tone of conversations.

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 currently the representative of the entire 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, 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 -

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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..

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