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Avaya GuestWorks, Definity Enterprise Communications Server Operations

Avaya GuestWorks, Definity Enterprise Communications Server Operations

Enterprise communications server
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GuestWorks
DEFINITY
Enterprise Communications Server
Release 9
Hospitality Operations
®
and
®
555-231-742
Comcode 108898941
Issue 1
November 2000

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  • Page 1 GuestWorks ® DEFINITY Enterprise Communications Server Release 9 Hospitality Operations ® 555-231-742 Comcode 108898941 Issue 1 November 2000...
  • Page 2 For more information on Standing Orders, or to be put on a list to receive future issues of this document, please contact the Avaya Publications Center.

  • Page 3: Table Of Contents

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Contents Contents Contents Hospitality Operations About This Document Reasons for Reissue Purpose Organization Conventions Related Documents Hospitality Services Overview Telephone Support Guest Services PMS Integration Messaging Services Flexibility Guest Operations Automatic Wakeup Do Not Disturb Emergency Access to the Attendant Retrieving Messages...
  • Page 4 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Contents Voice Messaging Operations Administrative Mailbox on an INTUITY System Connecting Guests to the Voice Messaging System Restoring a Deleted Voice Message Retrieving Messages for Checked-Out Guests Call Accounting Operations Night Audit Procedures End-of-Week/End-of-Month Audit Procedures Printing Key Reports Housekeeping Staff Operations...

  • Page 5: Hospitality Operations

    DID number each time he/she stays at a hotel. Purpose Each procedure in this document is intended for one of the following groups of users: Guests (or patients) Attendants and front desk personnel Housekeeping staff members. ® Enterprise Communications Server (ECS) family Issue 1 November 2000...

  • Page 6: Organization

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations About This Document The hospitality services are described in this document for the system managers, attendants, and front desk personnel who use the services and explain the procedures to guests and housekeeping staff. Guests and housekeeping staff will have access to simplified instructions for the specific procedures they use.
  • Page 7 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations About This Document The buttons shown in this document use default label designations. 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.

  • Page 8: Related Documents

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations About This Document — Confirmation tone — a three-burst tone you hear after successfully using a feature access code. — Intercept tone — a high-to-low tone you hear when a call or feature access code is not accepted.

  • Page 9: Hospitality Services Overview

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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 communications enhances guest satisfaction. GuestWorks and DEFINITY ECS offer the lodging operator the most advanced hospitality communications package currently available.

  • Page 10: Pms Integration

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Hospitality Services Overview An important feature of the switch is the ability to activate Do Not Disturb. This feature assures that Do Not Disturb will turn off at the predetermined time. Do Not Disturb is just that —...

  • Page 11: Messaging Services

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Hospitality Services Overview Messaging Services When a guest has a message, the message waiting lamp on a guest’s telephone can be turned on by the I console attendant. When guests retrieve all of their messages, the voice messaging system turns their message waiting lamps off.
  • Page 12 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Hospitality Services Overview Issue 1 November 2000...

  • Page 13: Guestworks And Definity Ecs Release

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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. The specific procedures required for each of these features depends on the type of telephone a guest is using.
  • Page 14 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Guest Operations With Speech Synthesizer Provide the following procedures to your guests for activating and deactivating a wakeup call. NOTE: Guests cannot enter two wakeup calls when using the Speech Synthesizer circuit pack.
  • Page 15 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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 16 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Guest Operations 3. Hang up the telephone. 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 17: Do Not Disturb

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Guest Operations 5. Press the You will hear confirmation tone (three short tones, followed by silence). 6. Hang up the telephone. Do Not Disturb If your switch is equipped with the Speech Synthesizer circuit pack, guests can enter their own Do Not Disturb requests.

  • Page 18: Emergency Access To The Attendant

    If you cannot enter the code, take the handset off the telephone. After being off-hook for the administered time interval, the switch automatically sends an emergency signal to the attendant. This feature has administerable parameters that are documented in the DEFINITY Enterprise Communications Server Administrator’s Guide. Issue 1 November 2000 button.

  • Page 19: Retrieving Messages

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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 20 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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 22 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Guest Operations Recording a Personal Greeting NOTE: To use this feature, the I Release 1.1 or later. 1. Call the message retrieval telephone number. Listen to the message retrieval greeting. 2.
  • Page 23 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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 I Release 1.1 or later.

  • Page 24: Dial By Name

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Guest Operations Dial by Name If you can not remember at which room your associate is staying, you can use the Dial by Name feature to place a call. This feature is only available on GuestWorks.

  • Page 25: Front Desk Operations

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Front Desk Operations Almost all operations that are done from a traditional “attendant console” (Model 302 or PC console) can now be done from an Attendant Backup telephone (a telephone that has “console”...

  • Page 26: Attendant Backup

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Attendant Backup The Attendant Backup feature allows you to access most attendant console features from one or more specially-administered multiappearance telephones. Using this backup mode, you can answer calls faster, thus providing better service to your guests and prospective clients.

  • Page 27: Check-In/Check-Out

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Check-In/Check-Out Use the following procedures to check hotel guests in and out. If your switch has a PMS that supports check-in and check-out, use this feature from the PMS. The only exception to this is if the link to the PMS is not operational.
  • Page 28 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Assigning DID Numbers to Guest Rooms Two methods can be used to assign a Direct Inward Dialing (DID) number to a guest’s room: Automatic selection of DID numbers by the switch or via the PMS Custom selection of VIP DID numbers by the person checking in the guest.
  • Page 29 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Checking in a Guest Room and Assigning a DID Number Automatically An automatic assignment of a DID number to a guest room allows a guest to have a phone number not associated with his/her room number.
  • Page 30 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations If you try to assign a VIP DID that is already in use, the following displays: CHECK IN COMPLETE, DID UNAVAILABLE Viewing DID Number Assignments To find out what DID number is assigned to a room, do the following: 1.
  • Page 31 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations 6. When the display shows the number that you want to use, press the button. The following displays: DID CHANGED Changing to a New VIP DID Number NOTE: Please keep in mind that you can change a DID in any of the following ways:...
  • Page 32 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Suite Check-In Suite Check-In allows you to have the switch automatically check-in more than one phone, associated with the same room, with one check-in command (whether from your PMS or an on-switch check-in from an attendant).
  • Page 33 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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. This applies whether the room has one telephone or a suite of telephones. Outward restriction prevents unauthorized users in the room from making outgoing calls.

  • Page 34: Automatic Wakeup

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Automatic Wakeup Wakeup calls can be activated by guests from their own rooms, or by front desk personnel using the attendant console or a backup telephone. Depending on how the system is administered, a single wakeup request, two wakeup requests, daily repeated requests, or a special VIP request can be set.
  • Page 35 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Customized announcements recorded on the Audichron recording device which delivers sales pitches for various hotel functions along 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 36 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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 37 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations 4. Press the 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 If you want to use a different wakeup message, enter the wakeup message number.
  • Page 38 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Dual Wakeup To add or change a wakeup call when the Dual Wakeup feature is enabled, do the following: 1. Press the Auto wakeup The Auto Wakeup lamp goes on. The following displays: AUTO WAKEUP - Ext: 2.
  • Page 39 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations 6. If you want to use a different wakeup message, enter the wakeup message number. NOTE: 7. Press the The following displays: CONFIRMED. 2nd WAKEUP: If a second wakeup request already exists for the room, the time field will show the time of the request.
  • Page 40 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations 11. Press the 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 41 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Daily Wakeup Daily Wakeup allows a guest to request a wakeup time that will be delivered the same time every day until canceled or changed. To add a daily wakeup call, do the following: 1.
  • Page 42 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations 6. Press the # button to receive the next prompt. The following displays: WAKEUP MESSAGE: XXXX 7. The display shows the default wakeup message number. If you want to use the default message, go to If you want to use a different wakeup message, enter the wakeup message number.
  • Page 43 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations VIP Wakeup VIP Wakeup provides the hotel the option of placing a personal call to awaken a special guest, rather than awakening that guest with a standard announcement. To add a VIP wakeup call, do the following: 1.
  • Page 44 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations 6. Press the # button to receive the next prompt. The following displays: WAKEUP MESSAGE: XXXX 7. The display shows the default wakeup message number. If you want to use the default message, go to If you want to use a different wakeup message, enter the wakeup message number.
  • Page 45 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations 12. Press the flashing VIP-Wakeup lamp to place a priority call to guest Mike Jones. The VIP-Wakeup lamp goes out, and the VIP-Retry lamp begins to flash.
  • Page 46 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Canceling Wakeup Calls Once a wakeup call has been successfully delivered, 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 47 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Failed Wakeup Notification A wakeup call rings for 30 seconds at a guest’s telephone. If the wakeup call is not answered after three attempts (the attempts are spaced 5 minutes apart), a record of the failed attempt is printed on the journal printer.

  • Page 48: Controlled Restrictions

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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 — The guest cannot place calls to the public network. Station-to-Station —...
  • Page 49 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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, depending on how the system is administered: The attendant A recorded announcement Another extension (for example, one of the backup telephones)
  • Page 50 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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 51 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Activate Controlled Restriction for a Group of Rooms To activate a controlled restriction for a group of rooms, do the following: CAUTION: If you use this feature, be sure that you understand which rooms are in a particular COR.
  • Page 52 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Cancel Controlled Restriction for a Group of Rooms To deactivate a controlled restriction for a group of rooms, do the following: 1. Press the start You hear dial tone. The call appearance lamp goes on.
  • Page 53 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Change Class of Restriction (COR) by Feature Access Code (FAC) A user with console permissions (COS) can change, via his/her telephone or attendant console, Class of Restriction (COR) values for one or more telephones or attendant consoles.
  • Page 54 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations 4. You will hear dial tone a third time. After hearing the third dial tone, enter the extension number of the station whose COR value is to be changed. You will hear one of the following: Confirmation tone if the extension exists, and the telephones or attendant consoles are local on the system.

  • Page 55: Do Not Disturb

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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 56 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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, do the following: 1.
  • Page 57 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations 5. Press the 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.
  • Page 58 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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 59 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations 5. Press the 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.

  • Page 60: Message Waiting Notification

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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 that guest’s telephone. The guest retrieves the message by calling the front desk or by calling the voice mail system.

  • Page 61: Pms Alarms

    If the link between the switch and the PMS goes down, this button lamp will light until the link is restored. If this lamp remains lit for more than a few seconds, it is recommended that you call your PMS vendor and the Avaya support line (refer to remains down for one hour, a minor alarm is generated.

  • Page 62: Maid Status, Housekeeping Status, And Room Occupancy

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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 63: Recorded Announcements

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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 information about status codes).
  • Page 64 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations early morning wakeup calls, you can advertise breakfast at your coffee shop. For afternoon wakeup calls, you can advertise dinner at your restaurant. These announcements are recorded using the Announcement circuit pack and are assigned manually to wakeup calls when the wakeup calls are scheduled using the attendant console or a backup telephone.
  • Page 65 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations The Announcements circuit pack has the following recording time limits 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 66 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Front Desk Operations Issue 1 November 2000...

  • Page 67: Voice Messaging Operations

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Voice Messaging Operations Voice Messaging Operations To assist a guest when retrieving his or her voice messages, there are a few procedures that you will do regularly. These procedures include the following: Connecting a guest to the voice messaging system Restoring a deleted message Retrieving messages for a checked-out guest.

  • Page 68: Connecting Guests To The Voice Messaging System

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Voice Messaging Operations Connecting Guests to the Voice Messaging System There are two ways you can connect a guest to the INTUITY voice messaging system: You can connect a guest directly to the system, and the guest then enters his or her room number and password, or For a guest who calls in using a rotary-dial telephone, you can enter the guest’s room number and password before you transfer him or her to the...
  • Page 69 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Voice Messaging Operations To connect a guest who calls using a rotary-dial telephone to the voice messaging system, do the following: 1. When a guest calls to retrieve his or her messages, ask the guest for his or her name, room number, and his or her voice messaging password.

  • Page 70: Restoring A Deleted Voice Message

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Voice Messaging Operations Restoring a Deleted Voice Message Deleted voice messages are stored until midnight of the day they were deleted, except for messages deleted after 11:00 p.m., which can be restored until midnight of the following day.

  • Page 71: Retrieving Messages For Checked-Out Guests

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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.” If you hear the message “This guest has no deleted messages,”...
  • Page 72 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Voice Messaging Operations 4. Press the start backup telephone. You hear a dial tone as a new call appearance is selected. The Split lamp goes on at the attendant console. 5.

  • Page 73: Call Accounting Operations

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Call Accounting Operations Call Accounting Operations This section gives you the procedures used to perform the following INTUITY Lodging Call Accounting operations: Night Audit End-of-Week/End-of-Month Audit Printing Key Reports Deleting Call Records.

  • Page 74: End-Of-Week/End-Of-Month Audit Procedures

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Call Accounting Operations 11. Press the 12. Press the 13. Press the 14. Press the 15. Press the number 1). 16. Press the 17. Press the 18. If this property is using Hilton Corporation (formerly Promus) equipment, press the continue with step 19.

  • Page 75: Printing Key Reports

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Call Accounting Operations 8. Press the 9. While the report is running, press the report. 10. If this property is using Hilton Corporation (formerly Promus) equipment, press the continue with step 11. Otherwise, continue with step 14. 11.
  • Page 76 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Call Accounting Operations 5. Press the 2 button to set the Range for the reports. 6. Press the format. 7. Enter a start time and an end time. Use the HHMM format for a 24-hour clock.
  • Page 77 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Call Accounting Operations Deleting Call Records To save 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 78 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Call Accounting Operations Issue 1 November 2000...

  • Page 79: Housekeeping Staff Operations

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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 80: Status Codes

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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 81 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Housekeeping Staff Operations 3. As you complete various phases 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, do the following: 1.
  • Page 82 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Housekeeping Staff Operations Issue 1 November 2000...

  • Page 83: Reports

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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: Command list pms-down...
  • Page 84 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Reports list pms-down Extension Event 2900 from room, code 1 3100 from sta., code 2 3344 checkout, MWL off 3302 room check in 3320 PBX chng stn rstr list do-not-disturb station Extension 4550 3256...
  • Page 85 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Reports list wakeup requests Extension Time 3311 04:45 AM 2247 05:30 AM 1435 08:00 AM list wakeup station 4565 Extension = 4565 Event Reason request ok change cancel incompl noanswer answer request ok list emergency...
  • Page 86 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Reports list integrated-annc-boards Board Location: 01A07 Internal Number status station 1005 Extension: 1005 Call Parked? no Ring Cut Off Act? No CF Destination Ext: Message Waiting: Connected Ports: Any of these reports can be printed, either on an SAT printer or on the system printer.

  • Page 87: Printer Reports

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Reports Printer Reports Printer reports keep track of several hospitality events. These reports are used to track patterns of service problems and to keep track of room status. From the switch’s perspective, there are two types of printers that may be accessed for hospitality reports: a log printer, and a journal/schedule printer.
  • Page 88 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Reports The following is an example of a journal printer report: AWU 11/21/96 10:25 AWU 11/21/96 10:25 EAT 11/21/96 10:26 7400 EAT 11/21/96 10:26 7401 AWU 11/21/96 10:26 PMS 11/21/96 10:26 368 FROM ROOM: CODE 1 PMS link out of service 0 PMS 11/21/96 10:26 368 FROM ROOM: CODE 2 PMS link out of service 0...
  • Page 89 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Reports The following table summarizes which printer types report which status events. Printer Type Journal/Schedule Log Only Combined Journal/Schedule and Log Events: 1. Emergency Alert or Crisis Alert successful call off-hook alert (EAT) 2.
  • Page 90 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Reports Issue 1 November 2000...

  • Page 91: Guest Operations Artwork

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 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 92: Guest Operations Artwork

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Guest Operations Artwork Guest Operations Artwork Issue 1 November 2000...
  • Page 93 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Guest Operations Artwork Issue 1 November 2000...
  • Page 94 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Guest Operations Artwork Issue 1 November 2000...
  • Page 95 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Guest Operations Artwork Issue 1 November 2000...
  • Page 96 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Guest Operations Artwork Issue 1 November 2000...
  • Page 97 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Guest Operations Artwork Issue 1 November 2000...
  • Page 98 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Hospitality Operations Guest Operations Artwork Issue 1 November 2000...

  • Page 99: Index

    GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Index Index Numerics 6408 telephones 6424 telephones 8410D telephones 8434 telephones administrative mailbox on INTUITY announcements artwork masters assignments, DID number, viewing Attendant Backup Audichron recording audit end-of-month end-of-week automatic DID number, changing to a new automatic selection of DID numbers to guest rooms Automatic Wakeup...
  • Page 100 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Index INTUITY Lodging Call Accounting INTUITY Lodging language options INTUITY Lodging messaging system journal/schedule printer language options log printers maid status message buffer for printer Message Retrieval Message Waiting lamps notification messages restoring deleted retrieving...
  • Page 101 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 Index viewing DID number assignments VIP DID number, custom selecting one when checking in a guest room VIP DID numbers, custom selection of VIP DID, changing to a new voice messaging Wakeup Activation via Tones wakeup calls Work Status...

  • Page 102: Hospitality Operations 555-231-742 November

    Issue 1 GuestWorks and DEFINITY ECS Release 9 Hospitality Operations 555-231-742 November 2000 Index...

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