Telephone Message Record

To: Room Number:

From: Tel no.:

Message: Date:

Time:

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Signed/Initialled:

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Fig 3.5 Message record

Direct Dialling

In most hotels, when direct dialling from guest’s rooms was introduced, individual meters for each extension were installed in reception. This enabled the staff to calculate the number of units consumed, cost them according to the charge made by the hotel, and subsequently posts the price to the guest’s account.

Unfortunately this system is not without problems since staffs occasionally forget to read the meter, and so the units of one client may be added to the account of an incoming client. Should a client dispute a charge, it is impossible to check the cost of the call, and much revenue can be lost in this way.

Computerised Phone Billing

A computerised switchboard enables the billing of telephone calls to be controlled in a much more effective manner. Each call is logged with the date and the exact time, the number that was called, how long the call was connected for, the number of units consumed and the cost of the call according to the hotel’s charges.

This can then be automatically charged to the guest’s account, or printed out for the guest to see in case of query. The system can also be used to ‘bar’ extensions, which enables the hotel to control the use of the telephone. Various offices may have access to local calls but not national or international calls, while other offices may not be able to call out at all. If a guest has not acknowledged a request for payment of account, the extension can be barred.

Many hotels have taken advantage of the new technology now available to provide their guests with additional services. These are particularly valuable for the business community, and may well present a good selling point.

Automated phone systems

Telephone systems can now provide a range of services for both the hotel and the client. The systems are automated, and generally activated through a system known as voice processing, which is a combination of computer technology and the spoken word. The systems include a variety of services such as wake-up calls, message waiting facility, access to hotel services and do not disturb.

1. Wake-Up Calls

If a guest-controlled computer system is not in use, wake up calls are usually taken by switchboard operators. It is extremely important that when a wake-up call is requested that proper procedures are followed so that the call will be made at the right time. When wake-up calls are entered into the system, the guests name will be displayed to ensure accuracy of entry. A list of all wake-up calls can be displayed on the screen or printed out any time.

Guests can also program their own wake-up call, and they will be called automatically, in a language of their own choice. The system can be set so that the call will be repeated a number of times, after which time the operator will be alerted so that an investigation can be made into the guest’s safety.

2. Message-Waiting Facility

When guests arrive, they are allocated an electronic mailbox, and given an individual ‘PIN’ number. This allows them to empty their mailbox. The hotel may also take advantage of the service by placing a welcome message in the guest’s own language, and in some cases they will also provide the guest with the facility to pick up message for a while after they have left.

Here the telephone in the room will display a light to show that a message is waiting for the guest to collect. In addition, the system will ‘ring’ the guest quietly at intervals until such times as the message is collected.

3. Access to Hotel Services

The telephone system can be used to access directly all the hotel services, and to display an up-to-date copy of the guest’s account.

Guest’s can also make arrangements such as for a massage or making a room service order with just a touch of a button.

4. Do Not Disturb

Although the guest is virtually self-sufficient, they may decide they do not wish to be disturbed; in that case all their calls can be diverted to the hotel operator, but the individual service is still there if the customer requires it.

Telecommunication systems mean that many of the devices of the past have become virtually obsolete. The telex was very popular, since it enables bookings to be received when there was no one in advance a reservation, and the problem of differing times zones was easily overcome. Very few hotels now use this system, since other methods of communication are faster and easier.

Summary

Effective communication by telephone will not only assist in selling the hotel, but will also promote an image of efficiency. Receptionists have to follow the correct procedures for answering calls and taking messages. Automated phone systems are widely used in hotels.

Fax

Fax (or facsimile printing) is simply a way of transmitting a document in its original form from one place to another.

Inaccuracies due to transcription errors are thus eliminated, and diagrams and illustrations can be reproduced and received in their exact format. The two machines are linked together by a telephone line and the best description is one of two photocopiers joined by telephone. Most fax machines are of the desk-top variety and consequently small enough to install almost anywhere.

Message can be timed to the exact second as documents, deeds and other information can be sent automatically 24 hours a day.

Many models feature a delayed transmission with automatic dialling and re-dialling if necessary. This has the dual advantage of overcoming different time zones and also means that messages can be scheduled to be sent when call rates are at their very lowest.

Most machines transmit and receive up to A4 size, although some will accept larger documents.

These machines are still invaluable, not only to the hotel, but also to the many business people staying in the hotel who will gladly pay to use the facility. Many private individuals have fax machines at home, and hotels are aware that this service must be offered (Fig.

3.6). Confirmation by fax is a norm, and most hotels have a fax cover sheet designed in a similar way to a standard or form letter (Fig. 3.7).

Hotels are faced with difficult decisions if they wish to stay abreast of the

rapidly advancing

technology which is affecting the business world.

Fig 3.6 A fax machine

Summary

Even though fax technology is not new, it is still an amazingly useful communication tool to use since original documents can be sent to anywhere in world within seconds.