Ch 8 Part 2 of 2

switch

100

This is the cost to the hotel if an overnight delivery is delayed.

a repeat guest

200

These are number that identify the type of emergency the property is facing.

emergency codes

300

This is the length of time operators should keep callers on the line when a bomb threat is being made; and what operators must gain from callers when a bomb threat is made.

as long as possible; as much information as possible

telex

100

This is the first thing pbx operators must do when guests request suggestions for where to go or what to do.

listen [carefully]

200

This is the first thing operators must do when a fire or smoke alarm goes off.

remain calm

300

This is the floor on which evacuations begin.

the floor on which the emergency is happening

international

100

These are provided on a daily and weekly basis, and list groups that are meeting on property, as well as their meeting times and locations.

functions sheets

200

Reassuringly informing that situation is under control and under investigation is how operators respond to guests in these situations.

fire alarms or smoke alarms

300

PBX operators need this information in order to help guests make international phone calls.

international access code, country code, city code, local number

worldwide

100

This is the person most likely to interact with a dissatisfied guest than any other positions on the property.

PBX operator

200

This is the length of time calls should be kept in responding to guest questions regarding smoke alarms and fire alarms.

short [so that the phone lines remain open]

300

This is what operators must do when using a PA  system to inform guests and employees of an evacuation.

sound calm, and only say what is required [so that guests do not panic]

code

100

PBX operators must do this when hearing details of a complaint.

listen [intently]

200

The PBX operator requests this if an emergency involves someone other than the caller who is injured or ill.

that the caller remain with the person until help arrives

300

This is what operators should do when they receive obscene or prank phone calls. (3-fold)

hang up immediately, 

record in front office logbook, 

report to management.