GuestWorks® and DEFINITY® Enterprise Communications Server Release 8 Hospitality Operations 555-230-723 Comcode 108596560 Issue 6 December 1999
Copyright 1999, Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf.
Issue 6 December 1999 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Contents iii Contents Contents iii Hospitality Operations 1 ■ ■ ■ ■ About This Document 1 Purpose 1 Organization 2 Conventions 2 Related Documents 4 Product Support 4 Hospitality Services Overview 5 Telephone Support 5 Guest Services 5 PMS Integration 6 Messaging Services 7 Flexibility 7 Guest Operations 8 Automatic Wakeup 8 Do Not Disturb 12 Emergency Access to the Attenda
Issue 6 December 1999 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Contents iv Automatic Selection of DID Numbers for Guest Rooms ■ ■ ■ Voice Messaging Operations ■ 55 Connecting Guests to the Voice Messaging System 56 Restoring a Deleted Voice Message 58 Retrieving Messages for Checked-Out Guests 59 Call Accounting Operations 61 Night Audit Procedures 61 End-of-Week/End-of-Month Audit Procedures 62 Printing Key Reports 63 Housekeeping Staff Operations Repo
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations About This Document 1 Hospitality Operations About This Document This document contains the procedures for using the hospitality features of the GuestWorks® and DEFINITY® Enterprise Communications Server (ECS) family of products. These services include a group of switch-based features that support the lodging and health industries.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations About This Document 2 Organization This document is organized under the following major topics: ■ Hospitality Services Overview ■ Guest Operations ■ Console Operations (attendant and backup) ■ Voice Messaging Operations ■ Call Accounting Operations ■ Housekeeping Staff Operations ■ Administration Options ■ Reports ■ Guest Operations Artwork Conventions The following con
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations About This Document ■ 3 Field names shown on the administration screens are shown as follows: the Extension of PMS field ■ The term “dial keypad” refers to the touch-tone keypad where you dial (enter) telephone numbers and feature access codes. ■ When a procedure refers to a “room number,” the reference is to the extension in the room. The two numbers are not always the same.
Issue 6 December 1999 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations About This Document ■ 4 The following table lists the features described in this document. Ask your administrator for these codes and write them down in this table.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Hospitality Services Overview 5 Hospitality Services Overview Keeping guests satisfied is the key to a successful lodging establishment, and providing full guest services through up-to-date communication enhances guest satisfaction. DEFINITY ECS and GuestWorks offers the lodging operator the most advanced hospitality communications package currently available.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Hospitality Services Overview 6 Hospitality is the ability to activate Do Not Disturb and the assurance that the feature will turn off at the predetermined time. Do Not Disturb is just that — it turns off ringing at a station (a form of terminating restriction). When activated, only Priority Calling and Automatic Wakeup calls can ring at the station.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Hospitality Services Overview 7 Messaging Services Hospitality is a message waiting lamp on a guest’s telephone, where the lamp has been turned on by the Lucent INTUITY Lodging messaging system, by the PMS, or by the console attendant. When written messages are taken at the front desk, they can be left in the guest’s voice mailbox.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Guest Operations 8 Guest Operations Guests can schedule wakeup calls for themselves, block unwanted incoming calls, make emergency calls, and retrieve voice and FAX messages from their extensions or from telephones outside of the property. The specific procedures required for each of these features depends on the type of telephone or telephone they are using.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Guest Operations 9 Add Your Wakeup Call Access to the Automatic Wakeup feature may be from a button on the guest telephone or by using a feature access code. 1. Pick up the handset of your telephone and press the wakeup button, or enter the Automatic Wakeup Call feature access code _____. ■ Listen to the wakeup instructions. You will hear “You have reached the automatic wakeup service.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Guest Operations 10 Change or Delete Your Wakeup Call 1. Pick up the handset of your telephone and press the wakeup button, or enter the Automatic Wakeup Call feature access code _____. ■ Listen to the wakeup instructions. You will hear “You have reached the automatic wakeup service. Your current request for a wake-up call is _____.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Guest Operations 11 4. If you wish to have a second wakeup call, pick up the handset of your telephone and press the wakeup button, or enter the Automatic Wakeup Call feature access code _____. ■ You will hear recall dial tone (3 short tones, followed by dial tone). 5. Press the * button. 6. Enter the time that you wish to receive your second wakeup call.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Guest Operations 12 Do Not Disturb If your switch is equipped with the Speech Synthesizer circuit pack, guests can enter their own Do Not Disturb requests. The following instructions should be provided to your guests so they can access this feature.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Guest Operations 13 2. If you want to change the time your Do Not Disturb period ends, press the 2 button. ■ You will now go through the original procedure for entering the time. Your new time will replace the old time. 3. If you want to cancel Do Not Disturb completely, press the 3 button. ■ You will hear a message saying “Thank you. Your request has been canceled.” You can hang up.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Guest Operations 14 Retrieving Messages Usually, guests will retrieve their voice messages from their rooms, but they may also need to retrieve their messages from other guest rooms, from a house telephone, or from a location away from the property. When retrieving messages from other locations, passwords assigned at check-in will need to be used for guest security.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Guest Operations 15 If no keys are pressed, the current message is saved (if the system is administered to save old messages) and the new one is played. To keep your mailbox space free for new messages, delete unwanted messages. If the system is not administered to save old messages, once you listen to a message, the message is deleted automatically and the next message is played. 3.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Guest Operations 16 If no keys are pressed, the current message is saved (if the system is administered to save old messages) and the new one is played. To keep your mailbox space free for new messages, delete unwanted messages. If the system is not administered to save old messages, once you listen to a message, the message is deleted automatically and the next message is played. 5.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Guest Operations 17 Recording a Personal Greeting NOTE: To use this feature, the Lucent INTUITY Lodging system must have software Release 1.1 or later. 1. Call the message retrieval telephone number. ■ Listen to the message retrieval greeting. 2. When prompted, press the 5 button to hear the personal greeting and change password options.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Guest Operations 18 Changing Your Password At check-in, you were assigned a 4-digit password to use when retrieving your messages while away from your room. NOTE: To use this feature, the Lucent INTUITY Lodging system must have software Release 1.1 or later. Passwords cannot be the same as your room number and cannot be the same 4 digits.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Guest Operations 19 Dial by Name If you can’t remember at which room your associate is staying, you can use the Dial by Name feature to place a call. This feature is available on GuestWorks. 1. Call the Dial by Name extension as provided by the hotel. You are routed to the auto-attendant procedure and are prompted to enter the person’s name. 2.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 20 Front Desk Operations Almost all operations that are done from a traditional “attendant console” (Model 302B, model 302C, or PC console) can now be done from an Attendant Backup telephone (a telephone that has “console” permissions).
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Front Desk Operations Issue 6 December 1999 21 When the attendant console is in the day mode (the Night lamp is off), you cannot answer overflow calls at the backup telephones until the number of calls waiting in the attendant queue has reached an administered threshold.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 22 Check-In When a guest checks in and is assigned a room, the room’s status changes to occupied, and the room’s telephone controlled restriction changes to No Restriction. NOTE: Telephone restrictions sometimes are not cancelled when a guest is checked in. You should always verify that the telephones work correctly.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 23 Check-Out When a guest checks out, the room’s status changes to vacant and the room’s telephone controlled restriction changes to Outward Restriction. Outward restriction prevents unauthorized users in the room from making outgoing calls. Check-out also cancels any Wakeup and Do Not Disturb requests and turns off the room telephone’s message waiting lamp.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 24 Suite Check-in Suite Check-in allows you to have the switch automatically check-in more than one phone with one check-in command (whether from your Property Management System (PMS) or an on-switch check-in from an attendant). When a room phone is checked in, the switch looks for a hunt-to extension associated with that phone.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 25 Automatic Wakeup Wakeup calls can be activated by guests from their own rooms or from the front desk using the attendant console or a backup telephone. Depending on how the system is administered, you can set up a single wakeup request, two wakeup requests, daily repeated requests, or a special VIP request.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Front Desk Operations Issue 6 December 1999 26 ■ Customized announcements recorded on the Audichron recording device which delivers sales pitches for various hotel functions with the wakeup call. Audichron can be equipped with time and temperature circuitry which enables the wakeup announcement to give the time and temperature. Audichron uses all four ports on an Auxiliary Trunk circuit pack.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 27 User Operation Wakeup requests can be entered, changed, and canceled from the console or backup telephone. Wakeup announcements can use a standard announcement or can be customized (for example, announcements that play at certain times, or announcements in different languages). See your supervisor for a list of the different announcements.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 28 4. Press the 2 button for an a.m. wakeup call, or press the 7 button for a p.m. wakeup call. ■ The following displays: WAKEUP MESSAGE: XXXX 5. The display shows the default wakeup message number. If you want to use the default message, go to Step 6. If you want to use a different wakeup message, enter the wakeup message number.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 29 Dual Wakeup To add or change a wakeup call when the Dual Wakeup feature is enabled, perform the following: 1. Press the AUTO WAKEUP button. ■ ■ The Auto Wakeup lamp goes on. The following displays: AUTO WAKEUP - Ext: 2. If you are already on an active call with the guest requiring the wakeup call, the extension number displays automatically.
Issue 6 December 1999 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Front Desk Operations 30 6. If you want to use a different wakeup message, enter the wakeup message number. NOTE: You cannot specify a different wakeup message when setting up a wakeup call from a backup telephone. You can use only the default wakeup message. 7. Press the # button to confirm the wakeup request. ■ The following displays: CONFIRMED.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 31 11. Press the # button to confirm the wakeup request. ■ One of the following displays: WAKEUP REQUEST CONFIRMED This indicates that the wakeup procedure was successful. WAKEUP ENTRY DENIED - TOO SOON This indicates that the time entered is within 2 1/2 minutes of the current time.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 32 3. Enter the wakeup time in the 4-digit hh:mm format (hour:minute). ■ If you entered a time between 13:00 and 00:59, the following displays: DAILY:N Go on to Step 5. ■ If you entered a time between 01:00 and 12:59, the following displays: AUTO WAKEUP - Ext: Time: -M 4. Press the 2 button for an a.m. wakeup call, or press the 7 button for a p.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 33 9. Press the # button to confirm the wakeup request. ■ One of the following displays: WAKEUP REQUEST CONFIRMED This indicates that the wakeup procedure was successful. WAKEUP ENTRY DENIED - TOO SOON This indicates that the time entered is within 2 1/2 minutes of the current time.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 34 3. Enter the wakeup time in the 4-digit hh:mm format (hour:minute). ■ If you entered a time between 13:00 and 00:59, the following displays: VIP:N Go on to Step 5. ■ If you entered a time between 01:00 and 12:59, the following displays: AUTO WAKEUP - Ext: Time: -M 4. Press the 2 button for an a.m. wakeup call, or press the 7 button for a p.m.
Issue 6 December 1999 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Front Desk Operations 35 9. Press the # button to confirm the wakeup request. ■ One of the following displays: WAKEUP REQUEST CONFIRMED This indicates that the wakeup procedure was successful. WAKEUP ENTRY DENIED - TOO SOON This indicates that the time entered is within 2 1/2 minutes of the current time.
Issue 6 December 1999 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Front Desk Operations 36 Canceling Wakeup Calls Once a wakeup call has been delivered successfully, the request is canceled automatically. However, you can cancel a wakeup call manually before it is delivered by doing the following: NOTE: With Dual Wakeups, you can delete only one wakeup call at a time. You must do this procedure twice to delete both wakeup calls. 1.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 37 Failed Wakeup Notification A wakeup call rings 6 times at a guest’s telephone. If the wakeup call is not answered after 3 attempts (the attempts are spaced 5 minutes apart), the attendant is notified immediately and a record of the failed attempt is printed on the journal printer.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 38 Controlled Restrictions The Controlled Restrictions feature allows you to activate different types of calling restrictions on guest room telephones. The restriction types include the following: ■ Outward — The guest cannot place calls to the public network.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 39 When a guest tries to make a call from a station that is restricted, the call is routed to one of the following: ■ the attendant ■ a recorded announcement ■ a Call Coverage path ■ another extension (for example, one of the backup telephones) ■ intercept tone User Operation The user operation for enabling controlled restrictions using the PMS is given in
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 40 3. After hearing the second dial tone, enter the room number. ■ A confirmation tone indicates that the restriction was activated. An intercept tone indicates that the room number already has a restriction assigned, or you dialed an improper digit. If the request fails, press RELEASE or CANCEL and start over. ■ The call appearance lamp goes off.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 41 Activate Controlled Restriction for a Group of Rooms To activate a controlled restriction for a group of rooms, perform the following: ! CAUTION: If you use this feature, be sure that you understand which rooms are in a particular COR. Since this feature is controlled by the COR, all telephones in the same COR will have the selected restriction applied.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 42 Cancel Controlled Restriction for a Group of Rooms To deactivate a controlled restriction for a group of rooms, perform the following: 1. Press the START button or an idle call appearance button. ■ You hear dial tone. ■ The call appearance lamp goes on. ■ The Position Available lamp goes off. 2.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 43 Do Not Disturb The Do Not Disturb feature permits hotel guests to request that calls directed to the room be blocked for a predetermined period of time. This can be done from the attendant console, a backup telephone, or by guests themselves. If the switch has a Speech Synthesizer circuit pack, guests can apply their own Do Not Disturb requests.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 44 Activate Do Not Disturb for One Room NOTE: Do Not Disturb cannot be activated using the PC console. To add or change a Do Not Disturb request, perform the following: 1. Press the DND EXT button. ■ The DND Ext lamp goes on. ■ The following displays: DO NOT DIST- Ext: 2.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 45 5. Press the # button to confirm the Do Not Disturb request. ■ One of the following displays: THANK YOU - DO NOT DIST ENTRY CONFIRMED This indicates that the Do Not Disturb procedure was successful. DO NOT DISTURB DENIED - TOO SOON This indicates that the time entered is within 2 1/2 minutes of the current time.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 46 Activate Do Not Disturb for a Group of Rooms A typical application of this procedure is applying Do Not Disturb to a group of conference rooms where meetings are in session during the day, and the attendees do not want to be disturbed with telephone calls. ! CAUTION: If you use this feature, be sure that you understand which rooms are in a particular COR.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 47 5. Press the # button to confirm the Do Not Disturb request. ■ One of the following displays: THANK YOU - DO NOT DIST ENTRY CONFIRMED This indicates that the Do Not Disturb procedure was successful. DO NOT DISTURB DENIED - TOO SOON This indicates that the time entered is within 2 1/2 minutes of the current time.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Front Desk Operations Issue 6 December 1999 48 Message Waiting Notification You can notify a guest that a message is waiting by turning on the message waiting lamp on the guest’s telephone. The guest retrieves the message by calling the front desk or by calling the voice mail system. NOTE: If your switch has a voice mail system, it is recommended that you leave all guest messages in their voice mailbox.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 49 PMS Alarms You may have a PMS ALARM button assigned to your attendant consoles and backup telephones. If the link between the switch and the PMS goes down, this button lamp will light until the link is restored.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Front Desk Operations Issue 6 December 1999 50 Maid Status, Housekeeping Status, and Room Occupancy The Maid Status/Housekeeping Status feature records the status for up to six housekeeping codes.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 51 User Operation The user operation for updating and viewing housekeeping status using the PMS is given in the PMS documentation. You can check the current status of all rooms based on the housekeeping status codes defined for your switch (refer to ‘‘Status Codes’’ on page 67 for more information about status codes).
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 52 Recorded Announcements The Recorded Announcements feature allows you to create several different recorded announcements for wakeup calls and Call Vectoring procedures. For example, you may want to have different messages for different times of day. For early morning wakeup calls, you can advertise breakfast at your coffee shop.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 53 The Announcements circuit pack has the following recording time limit based on the sampling rate used: ■ 8 minutes, 32 seconds at 16 KHz ■ 4 minutes, 16 seconds at 32 KHz ■ 2 minutes, 8 seconds at 64 KHz. For the Speech Synthesizer circuit pack, perform the following: 1. At a telephone, enter the Verify Wakeup Announcements feature access code _____. 2.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Front Desk Operations 54 Automatic selection of DID numbers for a guest In a non-Property Management System (PMS) environment, automatic selection of DID numbers to a guest room allows a guest to have a phone number not associated with their room number.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Voice Messaging Operations 55 Voice Messaging Operations To assist your guests when they want to retrieve their voice messages, there are a few procedures that you will do regularly. These procedures include the following: ■ Connecting guests to the voice messaging system ■ Restoring a deleted message ■ Retrieving messages for a checked-out guest.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Voice Messaging Operations 56 Connecting Guests to the Voice Messaging System There are two ways you can connect guests to the Lucent INTUITY voice messaging system: ■ You can connect the guests directly to the system, and the guests enter their room number and password, or ■ For guests who call in using a rotary-dial telephone, you can enter the guests’ room number and password befor
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Voice Messaging Operations 57 To connect guests to the voice messaging system who call using a rotary-dial telephone, perform the following: 1. When guests call to retrieve their messages, ask the guests for their name, room number, and their voice messaging password. 2. Verify that the guest name and room number are valid. 3.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Voice Messaging Operations 58 Restoring a Deleted Voice Message Deleted voice messages are stored until midnight of the day they were deleted. For example, you can retrieve a message that a guest deleted at 6:00 p.m. up to midnight of that evening. In addition, messages deleted after 11:00 p.m. can be restored until midnight of the following day.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Voice Messaging Operations 59 7. Enter either the guest’s password or the attendant password. ■ If you hear “Last deleted message has been restored,” listen for the message “Ready for message retrieval.” ■ If you hear the message “This guest has no deleted messages,” call the guests and inform them that their messages could not be restored. 8.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Voice Messaging Operations 60 5. Enter the message retrieval number. ■ You hear a ringback tone. ■ The display shows the number you are calling. 6. After the voice messaging system answers, press the * button followed by the extension number for the guest. ■ A message confirms that this is a “previous” guest. 7. Enter either the guest’s password or the attendant password. 8.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Call Accounting Operations 61 Call Accounting Operations This section gives you the procedures used to perform the following Lucent INTUITY Lodging Call Accounting operations: ■ Night Audit ■ End-of-Week/End-of-Month Audit ■ Printing Key Reports ■ Deleting Call Records Refer to GuestWorks INTUITY Lodging Call Accounting User’s Guide for more information about these and other proc
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Call Accounting Operations 62 12. Press the 5 button to select the Chronological (CHRONO) report. 13. Press the 3 button to select the Config option. 14. Press the 2 button to select the Range option. 15. Press the I button to select the Interval option (this is the letter I, not the number 1). 16. Press the 1 button to set the Interval at 1 (1 equals an interval of 24 hours). 17.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Call Accounting Operations 63 9. While the report is running, press the C button to clear the accumulative report. 10. If this property is using Promus Corporation equipment, press the 6 button to enter the Utilities subsystem from the Main Menu and continue with step 11. Otherwise, continue with step 14. 11. At the Utilities menu, press the 4 button to select the Miscellaneous options.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Call Accounting Operations 64 6. Press the C button to enter a start date and an end date. Use the MMDDYY format. 7. Enter a start time and an end time. Use the HHMM format for a 24-hour clock. 8. Press the 4 button to select the Division option. 9.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Call Accounting Operations 65 Deleting Call Records To save on space and to reduce confusion over old information, you should delete old call records on a regular basis. This should be done once a week or once a month depending on your call volume. ! CAUTION: Please use extreme caution when deleting call records.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Housekeeping Staff Operations 66 Housekeeping Staff Operations Housekeepers can update housekeeping status information in two ways: ■ Using telephones in guest rooms ■ Using designated telephones in other locations such as a laundry room or a house telephone.
Issue 6 December 1999 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Housekeeping Staff Operations 67 Status Codes Although the housekeeping status codes may be defined to represent any of several different states, here is a suggested way to use the different housekeeping status codes. Note that the suggested meanings of the first four codes are the same whether entered from a designated telephone or from a guest room.
Issue 6 December 1999 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Housekeeping Staff Operations 68 3. As you reach different steps in cleaning the room, update the status by repeating steps 1 and 2. If you were told to use a designated telephone (any telephone other than a guest room telephone) to report your status, perform the following: 1.
Issue 6 December 1999 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Reports 69 Reports This section gives examples of administration reports you can display on the administration terminal or print on the Log Printer or the Journal/Schedule Printer.
Issue 6 December 1999 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Reports 70 list pms-down PROPERTY MANAGEMENT SYSTEM ACTIVITY Extension 2900 3100 3344 3302 3320 Event from room, code 1 from sta.
Issue 6 December 1999 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Reports 71 list wakeup requests WAKEUP REQUESTS Extension 3311 2247 1435 Time 04:45 AM 05:30 AM 08:00 AM Annc 4000 4001 4001 Daily n n n VIP y y y list wakeup station 4565 WAKEUP STATION AUDIT Extension = 4565 Event request change cancel incompl answer request Reason ok ok ok noanswer ok ok Time 6:45 AM 7:00 AM 7:15 AM 7:15 AM 7:20 AM 8:00 AM Orig Ext 4565 4565 4565 Attempt Swap
Issue 6 December 1999 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Reports 72 list integrated-annc-boards Board Location: 01A07 Internal Number 1 2 3 4 5 6 7 8 INTEGRATED ANNOUNCEMENTS Time Remaining at 32 Kbps: 187 Announcement Extension 4800 4801 4802 Name Greeting Dinner Breakfast Rate 32 32 32 Length in Seconds 5 20 17 status station 1005 GENERAL STATUS Type: Extension: Port: Call Parked? Ring Cut Off Act? CF Destination Ext: 2500 1005 01B060
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Reports Issue 6 December 1999 73 Printer Reports Printer reports keep track of several hospitality events. This is done to track patterns of service problems and to keep track of room status. From the switch’s perspective, there are 2 types of printers that may be accessed for hospitality reports: a log printer and a journal/schedule printer.
Issue 6 December 1999 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Reports 74 The following is an example of a journal printer report: AWU AWU EAT EAT AWU PMS PMS PMS EAT PMS AWU AWU AWU 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 11/21/96 10:25 10:25 10:26 10:26 10:26 10:26 10:26 10:26 10:27 10:26 10:40 10:44 10:45 401 402 7400 7401 0 401 368 FROM 368 FROM 3540 FROM 7401 Att 401 FROM 40
Issue 6 December 1999 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Reports 75 The following table summarizes which printer types report which status events. Printer Type Status Events Journal/Schedule 1,2,3,4,5,8,9 Log Only 6,7,10 Combined Journal/Schedule and Log 1,2,3,4,5,6,7,8,9,10 Events: 1. Emergency Alert or Crisis Alert successful call off-hook alert (EAT) 2.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Hospitality Operations Guest Operations Artwork 76 Guest Operations Artwork The following pages contain artwork masters that you can use to create “tent cards” for your guest rooms.
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Guest Operations Artwork Issue 6 December 1999 77
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Guest Operations Artwork Issue 6 December 1999 78
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Guest Operations Artwork Issue 6 December 1999 79
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Guest Operations Artwork Issue 6 December 1999 80
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Guest Operations Artwork Issue 6 December 1999 81
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Hospitality Operations Guest Operations Artwork Issue 6 December 1999 82
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Index IN-83 Index Numerics IN 6408 telephones, 20 6424 telephones, 20 8410D telephones, 20 8411 telephones, 6 8434 telephones, 20 A administrative mailbox on INTUITY, 55 announcements, 52 artwork masters, 76 Attendant Backup , 20 Audichron recording , 26 audit end-of-month, 62 end-of-week, 62 Automatic Selection of DID Numbers to Guest Rooms, 53 Automatic Wakeup , 5, 8, 25 B backup consoles, 20 buffering m
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Index IN-84 D deleting call records, 65 detail reports, 63 dial by name, 19 Do Not Disturb , 6, 12, 43 documents, related , 4 Dual Wakeup , 8 E Emergency Access to the Attendant, 13 end-of-month audit, 62 end-of-week audit, 62 F failed wakeup calls, 26, 37 FAX messages, 58 feature access codes, 4, 68 front desk operations, 20 G guest operations, 8, 76 H Hospitality services, 5 housekeeping status, 6, 50, 6
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Index IN-85 L language options, 7 log printers, 73 M maid status, 50 message buffer for printer, 74 Message Retrieval, 14 Message Waiting lamps, 7, 48 notification, 48 messages FAX, 58 restoring deleted , 58 retrieving , 14 retrieving for checked-out guests, 59 multiappearance telephones, 5 N names registration, 6 night audit, 61 O occupancy, 50, 51 organization of document, 2 P passwords, 18 personal gree
GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 Issue 6 December 1999 Index IN-86 R recorded announcements, 52 recording personal greetings, 17 reports, 69 cost, 64 detail, 63 printer, 73 printing , 63 restoring deleted messages, 58 retrieving messages, 14 retrieving messages for checked-out guests, 59 room occupancy, 50, 51 S single-line telephones, 5 Speech Synthesizer circuit pack, 8, 12, 25, 43 status codes, 50, 68 T telephones, 20 6408, 20 6424, 20 8410D, 20 8411, 6 8434,
We’d like your opinion. Lucent welcomes your feedback on this document. Your comments can be of great value in helping us improve our documentation. GuestWorks® and DEFINITY® Enterprise Communications Server Release 8 Hospitality Operations 555-230-723, Issue 6, December 1999, Comcode 108596560 1.
