Chapter 8, Section 2

1. Chapter 8, Section 2

2. PBX Operator Tools • Front Office Computer System • Switchboard • PBX Information Directory

3. What information can be found in the PBX information directory? • Emergency phone numbers • Fire, bomb threat, and weather emergency procedures • Power and switch failure procedures • Medical emergency procedures • Paging system number assignments and instructions • Directions to the property from major airports and highways • Department manager home phone numbers • Facility hours • Department phone extensions • Telephone problem and procedures manual • Daily and weekly schedule of all property functions • Airport transportation schedules • Daily VIP list

4. Match the term to its definition • Area code restriction • Phones immediately connect to the switch board when the handset is picked up • Callers are barred from connecting to specific area codes • Restricts calls to specific exchanges within an area code • The phone can make only internal calls

5. Match the term to its definition • Fully Restricted • Phones immediately connect to the switch board when the handset is picked up • Callers are barred from connecting to specific area codes • Restricts calls to specific exchanges within an area code • The phone can make only internal calls

6. Match the term to its definition • Hotline to console • Phones immediately connect to the switch board when the handset is picked up • Callers are barred from connecting to specific area codes • Restricts calls to specific exchanges within an area code • The phone can make only internal calls

7. Match the term to its definition • Six-digit toll restrictions • Phones immediately connect to the switch board when the handset is picked up • Callers are barred from connecting to specific area codes • Restricts calls to specific exchanges within an area code • The phone can make only internal calls

8. Wake-Up Call Information • Day and date the call will be made • Guest’s name and room number • Exact time of the wake-up call

9. Appropriate Wake-Up Call Wording • “Good morning, Mrs. Smith. It’s 7:30. Enjoy your day!” • “Good morning, Mrs. Carlos. This is your 7:30 wake-up call.”

10. What should the PBX operator do if a guest does not answer a manual wake-up call? • Wait ten minutes and try the guest’s room again. • If a second call still produces no answer, send an appropriate employee to the guest’s room to check the status of the guest.

11. Protecting Guest Privacy • Protect room numbers • Protect guest information • Report suspicious people

12. Communication Devices • Pagers or “Beepers” • Two-way radios • Public address systems

13. Fill in the blanks to complete these tips for keeping the PBX area clean and organized. • File paperwork from a completed activity _______ beginning a new one. BEFORE • Maintain a stock of necessary ________, arranged neatly. SUPPLIES • Keep the PBX station clean and orderly by cleaning _______ working. WHILE

14. Section 8.2 Quiz • True/False: The front office computer system consists of the main switchboard and the multi-line telephones at the front desk, in reservations, at the bell stand, and throughout the front office area. • True/False: Emergency phone numbers, department manager home phone numbers and the telephone problem and procedures manual are kept in the PBX information directory.

15. Section 8.2 Quiz 3. Where do PBX operators record information for wake-up calls, such as the exact time of the wake-up call and the guest’s name and room number. • The guest registration form • The guest call sheet • The guest reservation record

16. Quiz 8.2 4. PBX operators are expected to report suspicious people. Suspicious people are: • Anyone who appears to a guest or employee like he/she might be intoxicated. • Anyone who follows a guest or employee around the property. • Anyone who makes a guest or employee feel something might be wrong.

17. Quiz 8.2 5. Which of the following devices is not generally used by PBX operators for communicating and providing information? • A public address system • A two-way radio • A ham radio