Avaya Enterprise Communications Server manual Telephone Support, Guest Services

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GuestWorks and DEFINITY ECS Release 9

Issue 1

Hospitality Operations 555-231-742

November 2000

Hospitality Operations

 

Hospitality Services Overview

5

 

 

Hospitality Services Overview

Keeping guests satisfied is the key to a successful lodging establishment, and providing full guest services through up-to-date communications enhances guest satisfaction. GuestWorks and DEFINITY ECS offer the lodging operator the most advanced hospitality communications package currently available. The package was designed to assist lodging management with sales, housekeeping, and guest services with a minimum of assistance from the property’s communications staff.

The switch provides a digital telephony base for the property where INTUITY™ Lodging Voice Messaging, INTUITY Lodging Call Accounting, and enhanced guest services are integrated with the switch. The hospitality package provides the custom hospitality features with or without a Property Management System (PMS) or a call accounting system.

Telephone Support

The switch supports two types of telephones: multiappearance and single-line.

Single-line telephones allow a user to handle two simultaneous calls: one active and one on hold. Some single-line sets have a data/fax jack on the set to allow business people to keep in touch with their offices.

Multiappearance telephones are equipped with multiple buttons that can be used for call appearances or features. Multiappearance telephones can also be equipped with a digital display. Depending on the type of call and the feature being used, the display will show who is calling, the time of day, the length of a call, and the trunk group currently in use. The Model 6408D+ and the Model 6424D+ are recommended for office staff use. The Model 6408D+ and the 6424D+ have digital displays and access to additional features by using special softkey buttons.

Guest Services

The switch provides automatic wakeup for guest rooms from which guests can request their own wakeup calls. The request process can use either the Speech Synthesizer circuit pack or confirmation tones to prompt the guest through the request. The wakeup call can be as simple as a silent wakeup call, or as elaborate as a custom sales message in the native language of the guest, tailored to the time of day and day of the week.

NOTE:

In this document where native language is discussed, it should be understood that the switch can deliver the different languages if the messages are recorded into the Announcement circuit pack. It is the customer’s responsibility to record the messages.

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Contents Definity Comments Contents Index Purpose Reasons for Reissue Conventions OrganizationChange system-parameters hospitality Related Documents Telephone Support Guest ServicesPMS Integration Flexibility Messaging ServicesGuestWorks and Definity ECS Release Automatic Wakeup Guest OperationsAdd Your Wakeup Call With Speech SynthesizerChange or Delete Your Wakeup Call With Wakeup Activation Via TonesAdd or Change Your Wakeup Call Delete Your Wakeup Call Do Not Disturb Enter a Do Not Disturb Request Feature Dial Access CodeActivate Do Not Disturb Feature Button Deactivate Do Not Disturb Feature ButtonEmergency Access to the Attendant Retrieving Messages from Your Room Retrieving MessagesSecurity Alert Retrieving Messages from Locations Other Than Your RoomRetrieving Fax Messages Recording a Personal Greeting Changing Your Password Dial by Name Front Desk Operations Attendant Backup Check-In Check-In/Check-OutAssigning did Numbers to Guest Rooms If no, the following displays Changing to a New Automatic did Number Viewing did Number AssignmentsRemoving a did Number Assignment Changing to a New VIP did NumberStation Hunt Before Coverage Suite Check-InCheck-Out Automatic Wakeup GuestWorks and Definity ECS Release Single Wakeup User OperationThis indicates that the wakeup procedure was successful Dual Wakeup Confirmed nd Wakeup Time This indicates that the wakeup procedure was successful Dailyy Daily WakeupWakeup Message Vipy VIP WakeupAnswer the VIP wakeup notification call GuestWorks and Definity ECS Release Canceling Wakeup Calls Failed Wakeup Notification Controlled Restrictions Activate Controlled Restriction for One Person Cancel Controlled Restriction for One Person Activate Controlled Restriction for a Group of Rooms Cancel Controlled Restriction for a Group of Rooms Change Class of Restriction COR by Feature Access Code FAC GuestWorks and Definity ECS Release Do Not Disturb Go to Step Activate Do Not Disturb for One RoomCancel Do Not Disturb for One Room Activate Do Not Disturb for a Group of Rooms Cancel Do Not Disturb for a Group of Rooms Message Waiting Notification PMS Alarms Call Accounting AlarmsCrisis Alert Maid Status, Housekeeping Status, Room Occupancy Recorded Announcements User Operation GuestWorks and Definity ECS Release GuestWorks and Definity ECS Release Voice Messaging Operations Administrative Mailbox on an Intuity SystemConnecting Guests to the Voice Messaging System GuestWorks and Definity ECS Release Restoring a Deleted Voice Message Retrieving Messages for Checked-Out Guests GuestWorks and Definity ECS Release Call Accounting Operations Night Audit ProceduresEnd-of-Week/End-of-Month Audit Procedures Detail Reports Printing Key ReportsCost Reports Deleting Call Records GuestWorks and Definity ECS Release Housekeeping Staff Operations Status Codes How to Call In Your Work StatusHousekeeping Status Codes and Meanings Feature Access Code Guest Designated Room Telephone MeaningGuestWorks and Definity ECS Release Reports Administration ReportsDO-NOT-DISTURB Stations Wakeup Requests Hospitality Status Printer Reports Log PrinterJournal Schedule Printer Buffering Messages During Printer Failure Following is an example of a journal printer reportPrinter Type Status Events GuestWorks and Definity ECS Release Guest Operations Artwork Guest Operations Artwork Disturb Not Do Automatic Wakeup GuestWorks and Definity ECS Release Wakeup Dual Wakeup Automatic Automatic Wakeup Single Wakeup GuestWorks and Definity ECS Release Name by Dial GuestWorks and Definity ECS Release Index Index GuestWorks and Definity ECS Release GuestWorks and Definity ECS Release
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