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Front Office Lesson 2

This document provides an overview of a hotel and resort front office management course. The course code is HRT 321 and involves 1.5 hours of online lecture and 2.5 hours of offline activity per week. Lesson 2 focuses on telephone exchange and operations. It discusses the role of telephone operators, different call types, billing practices, and technologies like PBX systems. The objectives are to understand communication equipment, the telecommunications department organization, and telephone operator skills.

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Kiem Santos
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411 views5 pages

Front Office Lesson 2

This document provides an overview of a hotel and resort front office management course. The course code is HRT 321 and involves 1.5 hours of online lecture and 2.5 hours of offline activity per week. Lesson 2 focuses on telephone exchange and operations. It discusses the role of telephone operators, different call types, billing practices, and technologies like PBX systems. The objectives are to understand communication equipment, the telecommunications department organization, and telephone operator skills.

Uploaded by

Kiem Santos
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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COURSE TITLE: FRONT OFFICE, HR SALES AND MARKETING

COURSE CODE: HRT 321

TOTAL STUDY HOURS: 1.5 HOUR ONLINE LECTURE; 2.5 HOURS OFFLINE ACTIVITY ( WEEKLY )

LESSON 2- TELEPHONE EXCHANGE

INTRODUCTION

The telephone exchange section is one area which takes charge of a very important role in the
entire operation of the entire business- communication. Aside from taking responsibility of interaction it
boosts additional revenue through telephone service thus, this resale capability enables this section to
be a potential profit center. The basic reason is, hotels are permitted to resell telephone service and and
mark ups and impose necessary tax when delivered to guests. Regardless of the size of the hotel and
how modern the technology is, telephone operators are always at hand to direct traffic on the flow of
communication within the property.

Manually operated switchboards are assisted with the use of telephone sheets and other forms
to monitor the billings. The telephone charges are still channeled through the local telephone
companies which give the amount of the bill to the hotel telephone operator who computes the account
with addition of handling fees and service charges then relays it to the front office cashier for posting to
the proper guest account. Telephone operators make wake-up calls from guests and facilitate
emergency communication.

Today, most hotels are already using direct dialing systems that allow guests to make outside
call without passing through the telephone operators. For hotel using computerized method of
telephone billing ( call accounting system), charges are easily traced through the computer screens
giving all the details related to the calls ( number called, destination, time, number of minutes, etc. ) and
telephone charges can be posted electronically to the proper guest folio. This telephone of telephone
service allows operators to concentrate more on telephone traffic existing within the property.

OBJECTIVES:

1. Identify other communication equipment and technology;

2. Discuss the organization and job description of the telecommunications department;

3. Identify skills and competencies of the telephone operator.

WHAT IS A TELEPHONE? It is an instrument used to transmit and receive information or calls


simultaneously thus permitting one party to communicate with others consequently, send and receive
voice messages and data.
I- TELEPHONE CALL CHARGING

It has been the practice of most hotels to charge guest a substantial amount when using the telephone.
Whether local or long distance calls. Some guest might complain as they perceive this service especially
local calls to be part of the comfort of the hotel. While others would find it acceptable for it allows them
the convenience of in-room service. This practice of charging telephone calls is not actually as issue if
only guests are informed ahead of time the policy regarding the usage of telephone service and billing
practices.

II- TYPES OF CALLS

1. Local calls- made within the hotel’s non toll dialing area. ( calls within the community )

2. Extended area calls- a connection beyond the local dialing area that is still handled by the
hotel’s local carrier and billed as long distance. ( calls within the suburbs or municipalities)

3. Direct distance dialing- the traditional definition of a long distance is a connection directly
dialed by the guest that goes outside the hotel’s non-toll area and is switched from the local carrier to
the common carrier. ( calls from outside the province: Cebu City to Dumaguete City or vice- versa ; calls
from country to country- Philippines to Canada or vice-versa )

4. Operator service calls- those that require intervention by local or long distance operators for
billing purposes.

Sample Computation of Total Charges

Overseas and Long Distance Call

Sample computation of total charges

For charge calls:

Toll charge 480.00

Handling fee 168.00 – 35% of total charge

Gov’t tax 19.44 – 12% of total handling fee

667.44 total

Handling fee varies among the hotel. However, per minute rates are determined by PLDT or the
telephone company in the area.
For collect calls, apply fixed rates.

Handling fee 168.00

Gov’t tax 20.00

Total 188.00

III- COMMUNICATION SYSTEM

1. Cellular phone

2. Computers

3. Direct Distance Dialing

4. Fax Machine

5. Intercom

6. Private Branch Exchange

7. Radio

8. Telephone Switchboard

IV- TELEPHONE DIRECTORY TERMINOLOGY

AIOD- Automatic identification of outward dialing

AOS- Alternate operator service

ARS- Automatic route selection

Blended Rate- Mix time of day and day of week charges

CAS – Call accounting system

CRS- Call rating system

CSR- Customer service record

DDD- Direct distance dialing

Dedicated access- Use of T1 circuits for digital signal transmission

Flat rate- Constantly monthly charge regardless of call volume

HOBIC- Hotel outgoing billing information center

LEC- Local equipment company


LCR- Least costing routing

Message unit rate- variable rate based upon call time

PBX/PABX- Public board ( branch ) exchange- switchboard, also known as automatic computer based
switchboard

SMDR- Station message detail record on ( on a PBX)

Switched access- Analog trunks converting to digital signals

10XXX- Ten triple x equal access preferred carrier

T1- Digital circuit ( long distance)

Tariff- Table used to compute calling cost

V- TELEPHONE MANNERS

1. Answer calls promptly and pleasantly on the second ring.

2. Always have a note pad and pen

3. Before making an outgoing calls, make sure you really need to make the call

4. Always put a smile in your voice

5. Plan the purpose of the call before pacing it.

6. List down all the points that you want to discuss

7. sure to have the correct number before dialing

8. Use forefinger when dialing

ACTIVITY

Telephone Conversation

1. Answering outside call

2. Answering internal calls

References:

1. Medina, Roberto G.(2016). Hotel and resort front office management / Roberto G. Medina. – Manila :
Unlimited Books Library Services & Publishing, Inc..

2. Front office services : intermediate (2016). – UAE : 3G Learning, 6.


Katare, Vipin , (2014). Hotel front desk management and online services / Vipin Katare. – New Delhi
(India) : Anmol Publications Pvt. Ltd.,

3. Accommodation operations (2014). – UAE : 3G Elearning, 911.

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