the PBX operator often has a list of abbreviations and code words the computer uses known as:
What is the cheat sheet?
100
A set of file folders or a three-ring binder with tabs that includes information of local restaurants, attractions, and recreation options.
What is the guest information directory?
100
The property's command center during emergency situation is the
What is the PBX station?
100
Obscene or prank callers that are non-threatening should be ______ immediately
What is hung up on?
200
It is better to say nothing than to say something that's inappropriate
What is tact?
200
Small electronic devices that assigned a telephone number and beep or buzz when they are called
What are beepers or pagers?
200
Usually begins with 011
What is international access code?
200
Numbers that identify the type of emergency the property is facing is called
What is emergency codes?
200
What may be used for locating guests or making general announcements?
What is the PA system (Public Address)
300
Friendliness, confidence, thoughtfulness etc. are all considered to be ____________ that a PBX operator should possess
What is Characteristics?
300
Where can responses to guests wake up calls be recorded?
What is the guest call sheet?
300
PBX operators should be familiar with the following items:
1. wireless internet service, radio, free t.v.
2. HVAC
3. in-room mini bars
4. IN-room hot tubs
5. In-room safes
What are guestroom equipments?
300
What should the PBX operator write down or communicate to another PBX operator when he receives a bomb threat call
What is call 911?
300
The PBX operator uses _________________ to use the computer system
What is Personal access code?
400
Operators are honest if they do not know the answer to a caller's question.
What is integrity?
400
The following information is recorded on the guest call sheet:
1. The day and date the call will be made
2. The guest's name and room number
3. The exact time of the call
What is a wake-up call?
400
What is the first two things a PBX operator should do when receiving a dissatisfied call from a guest
What is listen and apologize?
400
Many properties has an ___________ available for guests to use in need. This line should be answered quickly and with full attention.
What is an emergency hotline?
400
Identify the following characteristic a PBX operator must possess:
A PBX operator is familiar with the property and ready to answer any questions about its services and amenities
What is Confidence?
500
Giving directions, using a fax, copier, telephone; and responding to threatening, obscene, or prank telephone calls; are all _____ that a PBX operator must know how to do well
What is tasks?
500
How long should a PBX operator wait before trying to call a guest room if unanswered the first time
What is 10 minutes?
500
All packages marked and sent overnight delivery/ mail should be treated as
What is "priority" or "urgent"
500
Many emergencies, whether they are fire, weather, or terrorism related, require the property to be ______
What is evacuated?
500
What item is avoided by managers during a bomb threat because it might set it off