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Avaya GuestWorks, Definity Enterprise Communications Server manual

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Table of contents for the manual

  • Page 1

    555-23 1-742 Comcod e 108 898941 Issue 1 Novemb er 2000 GuestW orks ® and DEFINITY ® Enterprise Communications Ser ver Release 9 Hospitality Opera ti ons[...]

  • Page 2

    Copyright  2000, A vaya I nc. All Rights Reserved Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printin g. However , information is s ubject to change. Preventing T oll Fraud “T oll fraud” is the unauthorized use of your telecommunications s ystem by an unauthorized party (f[...]

  • Page 3

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Contents iii Conten ts Contents iii Hospita lity Operatio n s 1 ■ Abou t This Docu ment 1 Reasons for Re iss ue 1 Purpos e 1 Organ ization 2 Conventi ons 2 Related Do cuments 4 ■ H ospi tali ty Se rvice s Over view 5 Teleph one Suppo r t 5 Gues[...]

  • Page 4

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Contents iv ■ Voice Mes s aging Op er ati ons 63 Admi nistrativ e Mailbo x on an INTUITY Syste m 63 Connecti ng Gu ests to the Voic e Mes sagi ng Syste m 64 Resto r ing a Deleted V oice Message 66 Retriev i ng Messag es for Checke d-Out Guests 67[...]

  • Page 5

    Hospi tality O perations 1 About Thi s Docu me nt GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hos pitalit y Oper ations About This Do cument This document contains the proced ures for using the h ospit ality fe atures o f the GuestW orks ® a nd DE FINITY ® Enterpris e Com munic ations Serv[...]

  • Page 6

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 2 About Thi s Docu me nt The hos pitali ty services are descr ibed in t his document for the system man agers, attenda nts, and f ront desk personnel who use the s ervices and explai n the proc edures to guests and housekee[...]

  • Page 7

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 3 About Thi s Docu me nt The but tons shown in t his documen t use defa ult labe l designa tions. Sin ce the button l abels can be customi zed for each site, some butto n labeli ng may have d iff erent desi gnations. Some b[...]

  • Page 8

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 4 About Thi s Docu me nt — Confi rmation to ne — a thr ee-burst tone you he ar after successf ully usin g a featur e access code. — Interc ept tone — a high-t o-low tone you hear when a call or feature acce ss code [...]

  • Page 9

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 5 Hospi tality Serv ices Ove rview Hospitality Ser vices Overview Keepi ng guests s atisfied i s the key t o a succes sful lod ging es tablish ment, and providi ng full gu est serv ices thr ough up-to- date communic ation s[...]

  • Page 10

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 6 Hospi tality Serv ices Ove rview An im portan t feat ure of the swi tch is t he abili ty to a ctiva te Do Not Distu r b. This featur e assures that Do Not Disturb wi ll turn o ff a t the pre determine d time. Do Not Dis t[...]

  • Page 11

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 7 Hospi tality Serv ices Ove rview Messaging Services When a gues t has a messag e, the mess age waitin g la mp o n a gue st’ s teleph one c an be tu rned on by t he I NTUITY Lodgin g messaging system, by th e PMS, or by [...]

  • Page 12

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 8 Hospi tality Serv ices Ove rview[...]

  • Page 13

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 9 Guest Op erat ions Gue st Op erations Guests c an schedul e wakeup cal ls for themse lves, block unwant ed incoming calls, make eme rgen cy calls, and retr ieve voic e and f ax messages from thei r ext ensions or from tel[...]

  • Page 14

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 10 Gue st Op erat ion s With Speech Synthesizer Provide the foll owing proced ures to yo ur gues ts for ac tivatin g and deact ivating a wakeup cal l. NOTE: Gues ts cannot enter two wakeup call s when using the Speech Synth[...]

  • Page 15

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 11 Gue st Op erat ion s Change or Delete Y our W akeup Call 1. Pick up the h andset of your tele phone, and pr ess the wak eup button , or ente r the Automa tic W akeup Call feature access c ode _____. ■ Listen t o the wa[...]

  • Page 16

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 12 Gue st Op erat ion s 3. Hang up the telephone . 4. If you wish t o have a se cond wakeup ca ll, pick up t he handset of your telepho ne and pres s the wakeup button, or enter the Aut omatic W akeup Call feature access co[...]

  • Page 17

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 13 Gue st Op erat ion s 5. Press the * button, fo llowed by the # butt on. ■ Y ou wil l hear co nfirmation t one (thre e short t ones, foll owed by sile nce). 6. Hang up the telephone . Do Not Disturb If your switch is eq[...]

  • Page 18

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 14 Gue st Op erat ion s Change or Cancel a Do Not Disturb Request (Feature Dial Access Code) 1. Pick up the h andset of your tele phone an d enter th e V oice Do Not Disturb featur e access c ode ____ _. ■ Listen t o the [...]

  • Page 19

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 15 Gue st Op erat ion s Retrieving Messages Usua lly , gu e sts wi ll retr ie ve the i r voice messa ges fr om thei r r ooms, but the y may also nee d to retr ieve the ir message s from other gu est rooms, f rom a house tel[...]

  • Page 20

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 16 Gue st Op erat ion s If no key s are pressed, t he curren t message i s saved (i f the sys tem is administ ered to s ave old mess ages), and the new one i s played. T o keep your mailbox spac e free f or new message s, d[...]

  • Page 21

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 17 Gue st Op erat ion s If no key s are pressed, t he curren t message i s saved (i f the sys tem is administ ered to s ave old mess ages), and the new one i s played. T o keep your mailbox spac e free f or new message s, d[...]

  • Page 22

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 18 Gue st Op erat ion s Recording a Personal Greeti ng NOTE: T o use this fea ture, the I NTUITY Lodgi ng system must ha ve softwar e Releas e 1.1 or la ter . 1. Call the mess age re trieval telephon e number . ■ Liste n [...]

  • Page 23

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 19 Gue st Op erat ion s Changing Y our Password At check- in, you were assig ned a 4-di git passwor d to use whe n retrievi ng your messag es while a way from your room. NOTE: T o use this fea ture, the I NTUITY Lodgi ng sy[...]

  • Page 24

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 20 Gue st Op erat ion s Dial by Name If you can not remember at which r oom your a ssociate is st aying, you can use the Dial by Na me featu re to pla ce a call . This feat ure is only available on GuestW orks. 1. Call the [...]

  • Page 25

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 21 Front Desk Ope rations Front Desk Operations Almost all oper ations th at are don e from a tr aditional “ attendan t console ” (Model 302 or PC con sole) can n ow be done from an At tendant Backup t elephone (a tel e[...]

  • Page 26

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 22 Front Desk Ope rations Attendant Backup The Att endant Backup f eature a llows you t o access mos t attendant console featur es from one or more speciall y-a dmin istered mu lt ia ppea ra nce telephone s. Using this back[...]

  • Page 27

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 23 Front Desk Ope rations Check-In/Check- Out Use t he following p rocedures to che ck hotel g uests in and out. If your s witch h as a PMS that su pports che ck-in and check-out , use this feature from the PMS. The onl y e[...]

  • Page 28

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 24 Front Desk Ope rations Assigning DID Numbers to Guest Rooms T wo methods can be used to assig n a Direct Inward Dial ing (DID) n umber to a guest’ s room: ■ Auto mati c s elect ion of D ID num bers by the swi tch or [...]

  • Page 29

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 25 Front Desk Ope rations Checking in a Guest Room and Assigning a DID Number Auto matica lly An automa tic ass ignment of a DID number t o a guest r oom allows a guest to have a phon e number not associat ed with his /her [...]

  • Page 30

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 26 Front Desk Ope rations If you try to assign a VIP DID tha t is alr eady in use , the foll owing dis plays : V iewi ng DID Number Assi gnments T o find out what DID number is assig ned to a ro om, do the fol lowing: 1. Pr[...]

  • Page 31

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 27 Front Desk Ope rations 6. When the displ ay shows th e number t hat you want t o use, pres s the # butt on. The f ollowing di splays: Changing to a New VIP DID Number NOTE: Pleas e keep in mi nd that you can change a DID[...]

  • Page 32

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 28 Front Desk Ope rations Suite Check-In Suit e Check-In all ows you to ha ve the swi tch automat ically chec k-in more t han one phone , a ss oci at ed wit h the same roo m, wi t h one check -in command (wh eth er from you[...]

  • Page 33

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 29 Front Desk Ope rations Check-Out When a gu est checks out, the r oom’ s status changes to vacant, an d the room’ s telepho ne control led rest riction ch anges to Out ward Restr iction. Th is applies whether t he roo[...]

  • Page 34

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 30 Front Desk Ope rations Automatic W akeup W akeup calls can be act ivated by guests fr om their o wn rooms, or by front des k pers onnel u sing the a ttendant con sole or a b ackup tel ephone. Depend ing on h ow the syst [...]

  • Page 35

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 31 Front Desk Ope rations ■ Customi zed announc ements record ed on th e Audichron recordin g device which delivers sa les pi tches for various hotel fun ctions al ong with th e wakeup call. Audic hron can be equipped wi [...]

  • Page 36

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 32 Front Desk Ope rations User Operati on W akeup reques ts can be e ntered, c hanged, and c anceled from t he console or backu p telephon e. W akeup anno uncement s can use a standard announcement or can be cu stomize d (f[...]

  • Page 37

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 33 Front Desk Ope rations 4. Press the 2 button f or an A.M. wak eup call, or press the 7 button fo r a P . M. wakeup cal l. ■ The f ollowing displ ays: 5. The display s hows t he def ault wakeup me ssa ge n umber . If yo[...]

  • Page 38

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 34 Front Desk Ope rations Dual W akeup T o add or cha nge a wak eup call when t he Dual W akeup feat ure is ena bled, d o the foll owing: 1. Press the Auto wakeup button. ■ The Auto W akeup lamp g oes on. ■ The fo llowi[...]

  • Page 39

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 35 Front Desk Ope rations 6. If you want t o use a dif ferent wakeup message, ent er the wake up message number . NOTE: Y ou c annot spec ify a dif ferent wakeup message wh en setting up a wake up call from a backup tel eph[...]

  • Page 40

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 36 Front Desk Ope rations 1 1. Pre ss the # button to c onfirm the wakeup reque st. ■ One of the foll owing displ ays: This indicate s that th e wakeup proc edure was success ful. This indic ates th at the ti me ente red [...]

  • Page 41

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 37 Front Desk Ope rations Daily W akeup Daily W akeup all ows a guest to reques t a wakeu p time that wi ll be del ivered th e same time every day un til canc eled or ch anged. T o add a d aily wakeup cal l, do the follow i[...]

  • Page 42

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 38 Front Desk Ope rations 6. Press the # button to receiv e the next prompt. ■ The fo llowing di splays: 7. The display s hows t he default wa keup message n umber . If you want t o us e the de fault messag e, go t o Step[...]

  • Page 43

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 39 Front Desk Ope rations VIP W akeup VIP W akeup provide s the ho tel the o ption of p lacing a p ersonal c all to awaken a spec ial guest , rather than awakeni ng that g uest with a standar d announcement . T o add a VIP [...]

  • Page 44

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 40 Front Desk Ope rations 6. Press the # button to receiv e the next prompt. ■ The fo llowing di splays: 7. The display s hows t he default wa keup message n umber . If you want t o us e the de fault messag e, go t o Step[...]

  • Page 45

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 41 Front Desk Ope rations 12. Press the f lashing VI P-W akeup la mp to place a prio rity call t o guest Mike Jones . ■ The VIP-W akeup lamp g oes out, and the VIP-Ret ry lamp begi ns to flas h. ■ When the guest ans wer[...]

  • Page 46

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 42 Front Desk Ope rations Canceling W akeup Calls Once a wakeup call has been s uccessful ly deliv ered, the req uest i s canceled auto maticall y . However , you can ca ncel a wake up call manu ally bef ore it is deli vere[...]

  • Page 47

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 43 Front Desk Ope rations Failed W akeup Notif ication A wakeu p cal l rings for 30 sec onds at a gu est’ s telephon e. If the wakeup call is not answer ed after three at tempts (the attempts a re spaced 5 minute s apart)[...]

  • Page 48

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 44 Front Desk Ope rations Controlled Rest ri ctions The Cont rolled Re strict ions feat ure allo ws you to act ivate di ff erent typ es of call ing restri ctio ns on guest room telep hones. Th e restri ction ty pes inclu de[...]

  • Page 49

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 45 Front Desk Ope rations When a gu est tr ies to make a call f rom a stat ion that is res tric ted, the call is rout ed to on e of the f ollowing, de pending on h ow the syst em is admini stered: ■ The at tendant ■ A r[...]

  • Page 50

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 46 Front Desk Ope rations 3. After hear ing the se cond di al tone, en ter the r oom number . ■ A confir mation t one indic ates tha t the restr iction wa s activated . An interc ept tone i ndicate s that th e room number[...]

  • Page 51

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 47 Front Desk Ope rations Activate Contr olled Restriction for a Group of Room s T o acti vate a con trolled restri ction for a group of rooms, do the foll owing: ! CAUTION: If you u se this f eatur e, be sur e that you u n[...]

  • Page 52

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 48 Front Desk Ope rations Cancel Contro ll ed Restriction for a Group of Rooms T o deactiv ate a cont rolled r estrict ion for a group of rooms, do the f ollowing: 1. Press the start but ton or an idle ca ll appear ance but[...]

  • Page 53

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 49 Front Desk Ope rations Change Class of Restrict ion (COR) by Featur e Access Code (F AC) A user wit h conso le permission s (COS) can c hange, via h is/her t elephone o r attenda nt consol e, Class of Restrictio n (COR) [...]

  • Page 54

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 50 Front Desk Ope rations 4. Y ou will h ear dial to ne a thi rd time. Af ter hear ing the t hird dial tone, ent er the e xtension number of th e statio n whose COR value is to be c hanged. Y ou wil l hear one of the f ollo[...]

  • Page 55

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 51 Front Desk Ope rations Do Not Disturb The D o Not D istur b featu re per mits ho tel gu ests to r eques t that ca lls di rected t o the room b e blocked f or a prede termined peri od of time . This can be done from the a[...]

  • Page 56

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 52 Front Desk Ope rations Activate Do Not Disturb for One Room NOTE: Do Not Disturb canno t be acti vated usi ng the PC cons ole. T o add or cha nge a Do Not Di sturb req uest, d o the followi ng: 1. Press the dn d ex t but[...]

  • Page 57

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 53 Front Desk Ope rations 5. Press the # b utton to c onfirm the Do Not Distur b request . ■ One of the foll owing displ ays: This indicate s that th e Do Not Dist urb procedu re was succ essfu l. This indic ates th at th[...]

  • Page 58

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 54 Front Desk Ope rations Activate Do Not Disturb f or a Group of Rooms A typical applica tion of thi s procedur e is apply ing Do Not Dis turb to a gro up of conf ere nce ro oms where meet ings a re in se ssion dur ing th [...]

  • Page 59

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 55 Front Desk Ope rations 5. Press the # b utton to c onfirm the Do Not Distur b request . ■ One of the foll owing displ ays: This indicate s that th e Do Not Dist urb procedu re was succ essfu l. This indic ates th at th[...]

  • Page 60

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 56 Front Desk Ope rations Message W aiting Notific ation Y ou ca n notify a guest tha t a message is waiti ng by turni ng on the mes sage waiti ng lamp on that gues t’ s telep hone. The guest re trieves t he message by ca[...]

  • Page 61

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 57 Front Desk Ope rations PMS Alarms Y ou may h ave a p ms alarm but ton assig ned to y our atten dant conso les and bac kup telepho nes. If t he link bet ween the s witch and t he PMS goes down, t his butt on lamp wi ll li[...]

  • Page 62

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 58 Front Desk Ope rations Maid Status, Housekeeping St atus, and Room Occupancy The Maid Status/Ho usekeep ing Statu s feature r ecords the status f or up to s ix house keeping cod es. Thes e status codes are usually e nter[...]

  • Page 63

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 59 Front Desk Ope rations User Operati on The us er operat ion for up dating and viewing hou sekeeping status us ing th e PMS is give n in the PMS doc umentatio n. Y ou ca n check the current status of all rooms based on th[...]

  • Page 64

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 60 Front Desk Ope rations early mor ning wakeup calls, you can adv ertise b reakfast at your c offe e shop. For after noon wakeup ca lls, you ca n adverti se dinner at your r estauran t. These announ cements ar e recorde d [...]

  • Page 65

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 61 Front Desk Ope rations The Announ cements cir cuit pack has the following re cording ti me limits bas ed on the sa mpli ng rate u sed: ■ 8 minut es, 32 seco nds at 16 kHz ■ 4 minut es, 16 seco nds at 32 kHz ■ 2 min[...]

  • Page 66

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 62 Front Desk Ope rations[...]

  • Page 67

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 63 Voic e Messagin g Oper ations V oice Mes saging Operations T o assist a guest whe n retr ieving hi s or her vo ice messag es, there are a few proc edures tha t you will do r egularl y . These pro cedures i nclude the fol[...]

  • Page 68

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 64 Voic e Messagin g Oper ations Connecting Guests to the V oice Messaging System There are two ways you can conn ect a gues t to t he INTUITY voice mes saging system: ■ Y ou ca n connect a gues t direc tly to t he syste [...]

  • Page 69

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 65 Voic e Messagin g Oper ations T o connect a gue st who cal ls u si ng a ro ta ry- d i al t el epho ne t o the voic e mess aging syst em, do the fo llowing: 1. When a guest ca lls to r etrieve his or her mess ages, ask t [...]

  • Page 70

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 66 Voic e Messagin g Oper ations Restoring a Deleted V oice Message Deleted voice messa ges are st ored unti l midnight of the da y they were deleted, exce pt for mes sages delet ed afte r 1 1:00 p.m., whic h can be r estor[...]

  • Page 71

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 67 Voic e Messagin g Oper ations 7. Enter either the guest ’ s password or the atte ndant pass word. ■ If you he ar “Last d eleted mes sage ha s been res tored,” l isten fo r the messag e “Ready for message re tri[...]

  • Page 72

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 68 Voic e Messagin g Oper ations 4. Press the start but ton at the attenda nt cons ole or the tra nsfer bu tton on a backu p telephon e. ■ Y ou hea r a dial tone as a n ew call app earance i s selected. ■ The Split lamp[...]

  • Page 73

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 69 Call Ac countin g Operatio ns Call Accounting Operations This section g ives you th e procedur es used to perform t he following I NTUITY Lodgi ng Call Accou nti ng operations: ■ Night Audi t ■ End-of -W eek/End-of -[...]

  • Page 74

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 70 Call Ac countin g Operatio ns 1 1. Pre ss the 7 button to d isplay th e second list of Repo rt optio ns. 12. Press the 5 button to selec t the C h ronol o gical (CHRON O) rep ort. 13. Press the 3 b utton to s elect t he [...]

  • Page 75

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 71 Call Ac countin g Operatio ns 8. Press the 2 b utton to r un and p rint the cur rent cumul ative re port. 9. While the re port is r unning, pre ss the c but ton t o clear t he cumula tive repor t. 10. If this pr operty i[...]

  • Page 76

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 72 Call Ac countin g Operatio ns 5. Press the 2 button to set t he Range for the repor ts. 6. Press the c button to en ter a s tart dat e and an end date . Use the MMDDYY for mat. 7. Ente r a star t time an d an e n d time [...]

  • Page 77

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 73 Call Ac countin g Operatio ns Deleting Call Records T o save s pace and t o reduce c onfusion ov er old in formation , you shou ld delet e old call re cords on a re gular basi s. Th is should be done once a week o r onc [...]

  • Page 78

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 74 Call Ac countin g Operatio ns[...]

  • Page 79

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 75 House ke epi ng Staff Operation s Housekeeping Staff Operations Housek eepers ca n update hou sekeeping s tatus info rmation in two ways: ■ Using telephone s in guest rooms ■ Using d esignate d telephone s in other l[...]

  • Page 80

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 76 House ke epi ng Staff Operation s Status Codes Altho ugh the houseke eping sta tus codes ma y be define d to represe nt any of seve ral dif ferent states, h ere is a s uggested wa y to use th e dif ferent housekeepi ng s[...]

  • Page 81

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 77 House ke epi ng Staff Operation s 3. As you complet e various phases in cl eaning t he room, updat e the st atus by repeat ing st eps 1 and 2. If you wer e told t o use a desi gnated te lephone ( any telep hone other tha[...]

  • Page 82

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 78 House ke epi ng Staff Operation s[...]

  • Page 83

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 79 Reports Reports This section g ives exampl es of admini strati on report s you can di splay on t he admini stra tion t ermina l or pr int on t he Log Pr inter or the Journa l/Sche dule Pr inter . Administrat ion Reports [...]

  • Page 84

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 80 Reports list pms-down PROPERTY MANAGEMENT S YSTEM 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 checkout, MWL off PMS L[...]

  • Page 85

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 81 Reports list wakeup requests WAKEUP REQUESTS Extension Time Annc Daily VIP 3311 04:45 AM 4000 n y 2247 05:30 AM 4001 n y 1435 08:00 AM 4001 n y list wakeup station 4565 WAKEUP STATION AUDIT Extension = 4565 Event Reason [...]

  • Page 86

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 82 Reports Any of these rep orts can b e printed , eith er on an SA T printer or on the system print er . T o print o n th e SA T pri nter , add th e pr co mmand aft er the report command string . For example , if you want [...]

  • Page 87

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 83 Reports Prin ter Re ports Prin ter repor ts keep t rack of sever al hospi tality e vents. Thes e report s are used to track p atterns of servic e problems and to keep track of room status . From the swi tch ’ s pers pe[...]

  • Page 88

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 84 Reports The fo llowing i s an examp le of a j ournal pri nter re port: Thes e cod es are us ed to d e fine th e stat us even ts: ■ A WU — Automati c wakeup even ts ■ EA T — Emerg ency acces s to atte ndant and c [...]

  • Page 89

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 85 Reports The fo llowing t able summari zes which pr inter t ypes repor t which st atus ev ents. Printer T ype Status Events Journal /Schedule 1, 2, 3, 4 , 5, 8, 9 Log Only 6, 7, 10 Combined Jou rnal/Sche dule and Log 1, 2[...]

  • Page 90

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 86 Reports[...]

  • Page 91

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 87 Gue st Operat ions Artwork Guest Operations Artwork The fo llowing pa ges contai n artwork master s that you can use to create “t ent card s” for you r guest ro oms. These ar twork maste rs contai n the followi ng pr[...]

  • Page 92

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 88 Gue st Operat ions Artwork Guest Operati ons Artwork[...]

  • Page 93

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 89 Gue st Operat ions Artwork Do Not Disturb New Do Not Disturb Request 1. Press the Do Not Disturb b utton or dial _______. 2. Enter y our desired deactivation time using f our digits. Press #. 3. If prompted, press 2 f or[...]

  • Page 94

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 90 Gue st Operat ions Artwork[...]

  • Page 95

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 91 Gue st Operat ions Artwork A utomatic W akeup - Dual W akeup 1. Press the W ak eup button or dial _______. 2. Y ou will hear recall dial tone (three shor t tones f ollowed b y dial tone). 3. Enter y our first wak eup tim[...]

  • Page 96

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 92 Gue st Operat ions Artwork[...]

  • Page 97

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 93 Gue st Operat ions Artwork Dial b y Name Use this procedure to call another guest by dialing their name instead of their room number . 1. Dial _____________. 2. F ollo w the instr uctions , and select the Dial by Name pr[...]

  • Page 98

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Hospi tality O perations 94 Gue st Operat ions Artwork[...]

  • Page 99

    Index 95 GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 IN Index Numerics 6408 telep hones , 22 6424 telep hones , 22 8410 D telep hone s , 22 8434 telep hones , 22 A ad mini strative mai lb ox on INT UIT Y , 63 anno unc ements , 59 artwork masters , 87 , 88 assig n ments, DI D numb er, vi ewin[...]

  • Page 100

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Index 96 I INT UIT Y Lod g ing Call Ac c ounting , 69 INT UIT Y Lod g ing lang uag e op tion s , 7 INT UIT Y Lod g ing mess ag ing syst em , 7 , 63 J journ al/sc hed ule p rinter , 83 L lang uage op tions , 7 log p r inte rs , 83 M maid sta tus , 5[...]

  • Page 101

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Index 97 V view ing DI D numb er a ssig n ments , 26 V IP DID numb er, c ustom selec ting one when c hec king in a g uest room , 25 V IP DID num b ers, c ustom selec tion o f , 24 V IP DID, c hang i ng to a new , 27 voic e me ssag i ng , 15 , 24 W [...]

  • Page 102

    GuestWork s and DEFINITY ECS Relea se 9 Hospitality O perations 555 -231-742 Issu e 1 Nove mber 2 000 Index 98[...]