Lucent Technologies GuestWorks and DEFINITY Enterprise Communications Server Operation Manual
  1. Manuals
  2. Brands
  3. Lucent Technologies Manuals
  4. Server
  5. GuestWorks and DEFINITY Enterprise Communications...
  6. Operation manual
Lucent Technologies GuestWorks and DEFINITY Enterprise Communications Server Operation Manual

Lucent Technologies GuestWorks and DEFINITY Enterprise Communications Server Operation Manual

Guestworks and definity enterprise communications server release 8 hospitality operations
Hide thumbs
Table of Contents

Advertisement

Quick Links

Download this manual
GuestWorks
DEFINITY
Enterprise Communications Server
Release 8
Hospitality Operations
®
and
®
555-230-723
Comcode 108596560
Issue 6
December 1999

Advertisement

Table of Contents
loading

Related Manuals for Lucent Technologies GuestWorks and DEFINITY Enterprise Communications Server

Summary of Contents for Lucent Technologies GuestWorks and DEFINITY Enterprise Communications Server

  • Page 1 ® GuestWorks ® DEFINITY Enterprise Communications Server Release 8 Hospitality Operations 555-230-723 Comcode 108596560 Issue 6 December 1999...
  • Page 2 Latin America Voice: +1 317 322 6411 mon-carrier telecommunication services or facilities accessed through Non-U.S. Fax: +1 317 322 6699 or connected to it. Lucent Technologies will not be responsible for any Write: Lucent Technologies Publications Center charges that result from such unauthorized use.

  • Page 3: Table Of Contents

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Contents Contents Contents Hospitality Operations About This Document Purpose Organization Conventions Related Documents Product Support Hospitality Services Overview Telephone Support Guest Services PMS Integration Messaging Services Flexibility Guest Operations Automatic Wakeup Do Not Disturb...
  • Page 4 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Contents Automatic Selection of DID Numbers for Guest Rooms Voice Messaging Operations Administrative Mailbox on INTUITY Connecting Guests to the Voice Messaging System Restoring a Deleted Voice Message Retrieving Messages for Checked-Out Guests Call Accounting Operations Night Audit Procedures...

  • Page 5: Hospitality Operations

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations About This Document 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.

  • Page 6: Organization

    RELEASE The buttons shown in this document use label designations provided by Lucent Technologies. Since the button labels can be customized for each site, some button labeling may have different designations. Some button labels, such as Serial Call, span two lines. Because of line...
  • Page 7 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations About This Document 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.

  • Page 8: Related Documents

    555-231-205 ® DEFINITY ECS Administrator’s Guide — 555-233-502 ® DEFINITY ECS System Description — 555-230-211 Product Support To receive support on your DEFINITY ECS or GuestWorks, call 1-800-242-2121. Outside the continental United States, contact your local Lucent Technologies authorized representative.

  • Page 9: Hospitality Services Overview

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Hospitality Services Overview 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.

  • Page 10: Pms Integration

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Hospitality Services Overview 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).

  • Page 11: Messaging Services

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Hospitality Services Overview Messaging Services Hospitality is a message waiting lamp on a guest’s telephone, where the lamp has been turned on by the Lucent I Lodging messaging system, by the PMS, or NTUITY by the console attendant.

  • Page 12: Guestworks And Definity Ecs Release

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations 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.
  • Page 13 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations 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.
  • Page 14 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations 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.
  • Page 15 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations 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 _____.

  • Page 16: Do Not Disturb

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations 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.

  • Page 17: Emergency Access To The Attendant

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations 2. If you want to change the time your Do Not Disturb period ends, press the button. You will now go through the original procedure for entering the time.

  • Page 18: Retrieving Messages

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations 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.
  • Page 19 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations 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.
  • Page 20 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations 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.
  • Page 21 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations Recording a Personal Greeting NOTE: To use this feature, the Lucent I Lodging system must have software NTUITY Release 1.1 or later. 1. Call the message retrieval telephone number. Listen to the message retrieval greeting.
  • Page 22 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations 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 I Lodging system must have software NTUITY...

  • Page 23: Dial By Name

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations 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.

  • Page 24: Front Desk Operations

    Using this backup mode, you can answer calls faster, thus providing better service to your guests and prospective clients. The recommended telephones are the Lucent Technologies Model 6408D+, 6424D+, 8434, and 8410D,. When calls terminate at the attendant console during normal operation, users at the backup telephones can answer overflow calls by pressing a button or entering a feature access code.

  • Page 25: Check-In/Check-Out

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.
  • Page 26 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.
  • Page 27 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.
  • Page 28 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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).

  • Page 29: Automatic Wakeup

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.
  • Page 30 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.
  • Page 31 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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).
  • Page 32 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 4. Press the button for an a.m. wakeup call, or press the button for a p.m. wakeup call. The following displays: WAKEUP MESSAGE: XXXX 5.
  • Page 33 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations Dual Wakeup To add or change a wakeup call when the Dual Wakeup feature is enabled, perform the following: 1. Press the button.
  • Page 34 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.
  • Page 35 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.
  • Page 36 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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...
  • Page 37 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.
  • Page 38 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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...
  • Page 39 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.
  • Page 40 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.
  • Page 41 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.

  • Page 42: Controlled Restrictions

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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 —...
  • Page 43 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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...
  • Page 44 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.
  • Page 45 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.
  • Page 46 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations Cancel Controlled Restriction for a Group of Rooms To deactivate a controlled restriction for a group of rooms, perform the following: 1. Press the button or an idle call appearance button.

  • Page 47: Do Not Disturb

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.
  • Page 48 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.
  • Page 49 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.
  • Page 50 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.
  • Page 51 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.

  • Page 52: Message Waiting Notification

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.

  • Page 53: Pms Alarms

    If this lamp remains lit for more than a few seconds, it is recommended that you call your call accounting vendor and the Lucent Technologies support line (refer to ‘‘Product Support’’ on...

  • Page 54: Maid Status, Housekeeping Status, And Room Occupancy

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations Maid Status, Housekeeping Status, and Room Occupancy The Maid Status/Housekeeping Status feature records the status for up to six housekeeping codes. These status codes are usually entered by the housekeeping staff from the guest room or from a designated telephone, but they can also be updated by the front office personnel using the attendant console or a backup telephone.
  • Page 55 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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’’...

  • Page 56: Recorded Announcements

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.

  • Page 57: Automatic Selection Of Did Numbers For Guest Rooms

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.
  • Page 58 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Front Desk Operations 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.

  • Page 59: Voice Messaging Operations

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Voice Messaging Operations 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...

  • Page 60: Connecting Guests To The Voice Messaging System

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Voice Messaging Operations 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...
  • Page 61 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Voice Messaging Operations 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.

  • Page 62: Restoring A Deleted Voice Message

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Voice Messaging Operations 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.

  • Page 63: Retrieving Messages For Checked-Out Guests

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Voice Messaging Operations 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.”...
  • Page 64 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Voice Messaging Operations 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.

  • Page 65: Call Accounting Operations

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Call Accounting Operations 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...

  • Page 66: End-Of-Week/End-Of-Month Audit Procedures

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Call Accounting Operations 12. Press the button to select the Chronological (CHRONO) report. 13. Press the button to select the Config option. 14. Press the button to select the Range option.

  • Page 67: Printing Key Reports

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Call Accounting Operations 9. While the report is running, press the button to clear the accumulative report. 10. If this property is using Promus Corporation equipment, press the button to enter the Utilities subsystem from the Main Menu and continue with step 11.
  • Page 68 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Call Accounting Operations 6. Press the 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.
  • Page 69 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Call Accounting Operations 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.

  • Page 70: Housekeeping Staff Operations

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Housekeeping Staff Operations 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.

  • Page 71: Status Codes

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Housekeeping Staff Operations 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.
  • Page 72 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Housekeeping Staff Operations 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.

  • Page 73: Reports

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Reports 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. Administration Reports Whether using an SAT or software emulator on a PC, you can view the following reports:...
  • Page 74 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Reports list pms-down PROPERTY MANAGEMENT SYSTEM ACTIVITY Extension Event Reason Date/Time 2900 from room, code 1 active - nopms 18/20:10 PM 3100 from sta., code 2 active - nopms 18/21:00 PM 3344...
  • Page 75 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Reports list wakeup requests WAKEUP REQUESTS Extension Time Annc Daily 3311 04:45 AM 4000 2247 05:30 AM 4001 1435 08:00 AM 4001 list wakeup station 4565 WAKEUP STATION AUDIT Extension = 4565 Event...
  • Page 76 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Reports list integrated-annc-boards INTEGRATED ANNOUNCEMENTS Board Location: 01A07 Time Remaining at 32 Kbps: 187 Internal Announcement Length in Number Extension Name Rate Seconds 4800 Greeting 4801 Dinner 4802...

  • Page 77: Printer Reports

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Reports 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.
  • Page 78 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Reports The following is an example of a journal printer report: AWU 11/21/96 10:25 REQUEST 10:40 BY Att 1 AWU 11/21/96 10:25 REQUEST 10:40 BY Att 1 EAT 11/21/96 10:26 7400 attd crisis alert ars alrt call type...
  • Page 79 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Reports 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.

  • Page 80: Guest Operations Artwork

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations Artwork Guest Operations Artwork The following pages contain artwork masters that you can use to create “tent cards” for your guest rooms. These artwork masters contain the following procedures: Automatic Wakeup and Do Not Disturb using voice prompts (the Speech Synthesizer circuit pack is required)
  • Page 81 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations Artwork...
  • Page 82 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations Artwork...
  • Page 83 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations Artwork...
  • Page 84 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations Artwork...
  • Page 85 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations Artwork...
  • Page 86 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Hospitality Operations Guest Operations Artwork...

  • Page 87: Index

    Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Index IN-83 Index Numerics 6408 telephones 6424 telephones 8410D telephones 8411 telephones 8434 telephones administrative mailbox on INTUITY announcements artwork masters Attendant Backup Audichron recording audit end-of-month end-of-week Automatic Selection of DID Numbers to Guest Rooms Automatic Wakeup...
  • Page 88 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Index IN-84 deleting call records detail reports dial by name Do Not Disturb documents, related Dual Wakeup Emergency Access to the Attendant end-of-month audit end-of-week audit failed wakeup calls FAX messages feature access codes front desk operations...
  • Page 89 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Index IN-85 language options log printers maid status message buffer for printer Message Retrieval Message Waiting lamps notification messages restoring deleted retrieving retrieving for checked-out guests multiappearance telephones names registration night audit occupancy...
  • Page 90 Issue 6 GuestWorks and DEFINITY ECS Release 8 Hospitality Operations 555-230-723 December 1999 Index IN-86 recorded announcements recording personal greetings reports cost detail printer printing restoring deleted messages retrieving messages retrieving messages for checked-out guests room occupancy single-line telephones Speech Synthesizer circuit pack status codes telephones 6408...
  • Page 91 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.

This manual is also suitable for:

Definity

Table of Contents