![Telephone Call Procedures
QUICK USER'S GUIDE (ALCATEL 4019/4018IP/4008IP PHONE)
FUNCTION & FEATURES ACTION PROCEDURE
To Make a Call
Internal call (within the bldg.) To call Lift the handset, dial [extension no.]
External call To call Lift the handset, dial [9] + [external tel. no.]
To Attend Incoming Call
Via Handset To attend Lift the handset.
Via Loud Speaker activate /
deactivate
During conversation press [loud speaker button] to share the
conversation.
Options During Conversation
Enquiry Call/Second Call during conversation make query call During conversation with a first party directly dial the second
party's number to have a second call. The first party will
automatically put on hold.
Switching between calls / Broker Call To activate To speak with two correspondents alternately after an enquiry
call. Press [LINE-1 KEY] & [LINE-2 KEY] simultaneously.
Call transfer To transfer During conversation with a first party directly dial the second
party's number to have a second call. Then pres [BUTTON-6] to
transfer the call.
Three party conference call To activate During conversation with a first party, press [LINE KEY] or
directly dial the second party's number. When second party has
answered, while the first party on hold, press [BUTTON-4] or
[the assigned button] to activate the features.
Send DTMF To activate To communicate with an automated answering machine, while
your call is connected press [BUTTON-5] to activate DTMF
function.](https://image.slidesharecdn.com/frontofficedepartment2-221008015438-ffd62d21/85/Front-Office-Department2-ppt-43-320.jpg)
![Telephone Call Procedures
Other Function & Features
Call Back request If the number you are calling is busy. Scroll the navigator key and
search for the call back features then press ok.
Internal Call forward (Immediate) To activate Press [*41] + [Destination extention no.], then replace the
handset.
Internal Call forward (when busy) To activate Press [*42] + [Destination extention no.], then replace the
handset.
Call forward cancellation To cancell Press [*40].
Last no. redial To activate Press [Redial button].
Direct Call pick-up. To activate Press [*71 + local no.].
Group Call pick-up To activate Press [*72].
Lock/Unlock phone To lock/unlock Press [*75] + [PASSWORD: 1515]default.
Voice mail To access Press [MAIL BUTTON], then follow voice guide.
Programming Personal Directory To access Press [directory button] + [navigator key] + ["i"] select memory
location, type correspondent name, press [ok], type
correspondent number, press [ok].](https://image.slidesharecdn.com/frontofficedepartment2-221008015438-ffd62d21/85/Front-Office-Department2-ppt-44-320.jpg)
Front Office Department2.ppt
- 2. Introduction The nerve center of the hotel Usually the guest’s “First Impression” Communication and Accounting are the most important functions of the front desk operation. Operates 24/7 Message transporter to all departments
- 3. Front Office Lobby Reception Cashier Telephone Operator Concierge Guest Services
- 4. Front Office’s Organizational Chart AFOM/FOM Guest Service Associate Front Office Associate Concierge Company Driver Front Office Supervisor
- 5. Policies and Procedures Check in time is 2:00PM while check out time is 12:00noon. Room blockings for the next day’s arrival are being furnished the night before. An incidental deposit of 1,000.00Php per night is required on top of the room charges. Group Bulletin and Banquet Event Order should be acquired from the Sales and Marketing Team before the actual date of Group’s arrival and function.
- 6. Policies and Procedures All Front Office procedures are being done in accordance to the Wyndham Standards. Front Office Associates consistently coordinate with the Housekeeping team for room statuses. Welcome amenities are being given by the Guest Service Associate and checks the room’s cleanliness for VIP guests. Settlements and all transactions are being done in the front desk.
- 7. Policies and Procedures Front Office has a No Deposit, No check-in Policy. In any instances, approving officer (MOD or Dept. Head) will take charge and give his decision. Early Check in and Late Check out are being accommodated depending on the hotel’s availability/occupancy with corresponding charges. All guest requests are being relayed to its concerning department and the Front Office Associate will log it in their 10-minute response log sheet.
- 8. Policies and Procedures Cashiering is one of the FOA’s tasks. Funds are being replenished by the Accounting Department.
- 9. Front Office Members and Its Duties Front Office Associate Handling check in and check out Handling special requests Greeting guests Providing information to guests Assigning rooms and dispensing guest room keys Handles cashiering Night Auditing Serves as the Telephone Operator
- 10. Front Office Members and Its Duties Front Office Associate Handles all inquiries in lieu of the other departments. Handles room changes Coordinates with all departments
- 11. Front Office Members and Its Duties Concierge Assists arriving guests to their rooms and conducts room orientation. Handles transportation request. Gives out special information to guests. Valet parking Assisting guests with their luggage. Handles special guest requests
- 12. Front Office Members and Its Duties Concierge Posting guests’ mails Arranging tours, limousines, and entertainment tickets.
- 13. Front Office Members and Its Duties Guest Service Associate Assists VIPs Does in-room check in and express check out for VIPs. Arranges room blockings for VIPs and conducts room checking. Handles VIPs special requests and concerns.
- 14. Front Office Members and Its Duties Company Driver/Concierge Drives the company shuttle for the daily Complimentary Shuttle going to the malls for the guests. Helps Concierge with their tasks when in the hotel. Takes care and reports with the shuttles status and performance. Assists guests with their itineraries if necessary.
- 17. Room Types (Superior) Electronic Safe that can accommodate a standard sized laptop Complimentary coffee amenities and 2 bottled waters being replenished daily 32” cabled LCD TV ft. 11 Chinese channels Hotel compendium Writing desk Clock and Bible Hairdryer Complimentary wifi Rain shower and telephone unit
- 20. Room Types (Deluxe) Electronic Safe that can accommodate a standard sized laptop Complimentary coffee amenities and 2 bottled waters being replenished daily 32” cabled LCD TV ft. 11 Chinese channels Hotel compendium Writing desk Clock and Bible Hairdryer Complimentary wifi Rain shower and telephone unit
- 23. Room Types (Executive) Electronic Safe that can accommodate a standard sized laptop Complimentary coffee amenities and 2 bottled waters being replenished daily 32” cabled LCD TV ft. 11 Chinese channels Hotel compendium Writing desk Clock and Bible Hairdryer Complimentary wifi Rain shower, bath tub and telephone unit
- 24. Room Types (Ramada Suite)
- 25. Room Types (Ramada Suite)
- 26. Room Types (Ramada Suite) Electronic Safe that can accommodate a standard sized laptop Complimentary coffee amenities and 2 bottled waters being replenished daily 32” cabled LCD TV ft. 11 Chinese channels Hotel compendium Writing desk Clock and Bible Hairdryer Complimentary wifi Rain shower, bath tub and telephone unit Separate bedroom and living area
- 27. Room Rate Types Best Available Rate Being offered to Walk-ins and Direct bookings. Dynamic Pricing is applied. Rate changes depending on the hotel’s daily occupancy.
- 28. Room Rate Types Corporate/Government/Contracted Rates Applicable for our valid corporate clients only. These rates are being given by our BDS to their clients.
- 29. Room Rate Types Long Staying Guest Rate These rates could only be availed if the guest will be staying for a GUARANTEED 15 nights. If the guest suddenly shortens his/her rate while having this rate, all room nights/room charges from the first night will be reverted back to our normal BAR rates. Contracts will come from our S&M team to be signed by our availing guest. Inclusions, amenities, etc., are to be explained and introduced by them.
- 30. Room Rate Types Employee’s rate Valid for RMC’s employees only. Subject for approval depending on the hotel’s occupancy.
- 31. Wyndham Rewards What is Wyndham Rewards? It is a loyalty program being offered for free to all Wyndham International Hotels’ clients/guests. What can our guests get from there? Our guests will earn points in every qualifying night of their stay. Through those points that they will earn, they may redeem for a free night to all Wyndham Hotels, Airline miles, or Guaranteed Rewards (Apparels, Gift certificates, gadgets, etc.). How can they book or redeem their points? Through Wyndhamrewards.com. Guests are not allowed to book directly to all Wyndham hotels using their points. They may also check their current earned points through this website.
- 32. Wyndham Rewards How can they register? They may be registered at the front desk or they may register on their own through the Wyndham site. Can they register even if they haven’t stayed in a Wyndham Hotel yet? Definitely yes. As soon as they have already stayed in one of Wyndham hotels, they’ll earn points immediately. How many points do they need for a free night stay? Here at Ramada Manila Central, they only need 7,000pts. Each and every Wyndham hotel has their own rate points. How much for every point? 10 points to be earned for every dollar spent. Hotels are not able to distinguish how much a guest earns since everyday, dollar conversion rate changes.
- 33. Standard Check in Procedure With reservations: Ask for valid ID/Passport. Guest to register and fill up registration cards. Deposit to be asked for room charges and incidentals. A 1,000Php incidental deposit per night is required on top of their room charges. For OTA bookings, a voucher should be acquired from the guest. Inclusions of the reservation along with the amenities and facilities in the hotel are to be introduced. No deposit, no check in policy.
- 34. Standard Check in Procedure With out reservations (usually walk ins/DIBO): Rate of the day, promos, or packages to be offered to the guest. Ask for valid ID/Passport. Guest to register and fill up registration cards. Deposit to be asked for room charges and incidentals. A 1,000Php incidental deposit per night is required on top of their room charges. Inclusions of the reservation/package along with the amenities and facilities in the hotel are to be introduced. No deposit, no check in policy.
- 35. Standard Check in Procedure Group Arrival: Rooming list, Group bulletin, keycards, rooms, and other documents to be prepared prior to arrival. Upon arrival, all Passports/Valid ID are to be claimed for registration. Contact Person to sign the rooming list or every staying guest. Proper coordination with the BDS must always be done for every adjustment in the booking.
- 36. Standard Check in Procedure Special Reminders/Notes: For room charges to be paid by the company (Travel Agency, Corporate, etc.), all valid supporting documents must be acquired by the Front Office team. If the booking states that the room charges are to be paid by the company, etc., but no payment is received until the guest arrives, BAR rate to be applied and deposit to be asked from the guest. Strictly no deposit, no check in policy. No ID, No check in Group bulletins, Banquet event orders, etc., must always be updated from time to time whenever there are changes. No additional room to be given w/out the permission of the BDS/DOSM unless charges will be on their personal account.
- 37. Standard Check in Procedure Special Reminders/Notes: Standard check in time is 2PM. Earlier than that, additional charges are to be applied depending on the guest’s profile and hotel’s occupancy.
- 38. Standard Check out Procedure Keycards are to be collected and guests are to be asked for any consumption. FOA will wait for the HKs room declaration. For any consumption, everything should be posted in the system before presenting the bill. When the guest acknowledges the bill, settlements to be accepted are cash and credit cards (Visa and Mastercard only) only. Copy of the guest’s folio attached with the receipt is to be given to the guest in our RMC envelope. Excess deposit are to be given back to the guests who paid through cash only. Authorizations in their credit card should be cancelled if unused.
- 39. Standard Check out Procedure Special Reminders/Notes: All personal account charges should be settled directly. Before settling through City Ledger, proper documentation should be done and supporting documents must be present. For group bookings, any missing items should be paid by the guest not the company unless indicated in their contract. Standard check out time is 12noon. Later than that, additional charges are to be applied depending on the guest’s profile and hotel’s occupancy or room availability.
- 40. Telephone Call Procedures Standard Internal Spiel “Thank you for calling (Department), this is (name of employee), how may I assist you?” Standard External Spiel “Ramada Manila Central welcomes your call! Good afternoon/morning/evening!” Before holding a client/guest’s call, inform the guest first the reason why you will hold the call. 30 seconds must be the maximum length of time when holding a guest’s call. Always smile when greeting. It gives out a better voice module. When transferring calls, always say “One moment please.”. Never eat, drink, or make any unnecessary sounds when talking to the guest. If the needed person is not available, offer the assistance. Ask for the guest’s concern then get the name and contact detail so that he’ll/she’ll be called back.
- 41. Telephone Call Procedures Never shout at the guest. Always keep calm and resolve the issue. Never make the call lengthy, get into the concern directly. Always have your pen and paper to jot down notes. When ending a call, always make an “extra mile”. “Is there anything else that I may assist you ma’am/sir?” Ending call spiel “Thank you for calling Ramada Manila Central! Have a great day!”
- 42. Telephone Call Procedures OFFICE LOCAL NO. DIRECT NO. OFFICE LOCAL NO. DIRECT NO. Executive Food and Beverage General Manager Mr. Carlos Cabrera 3001 5886601 1 F&B Manager Ms. Hannah Co 3061 Special Asst. to the General Manager Leanne Dy 3002 5886602 1 News Café Dining 3062 I.T. Manager /Server Room JM Lopez 3004 5886604 1 Lobby Lounge 3063 HRD 1 News Café Cashier / Room Service F&B Reservation 3064 Human Resources Manager Peter Causon 3011 5886611 News Kitchen 3065 HR Associate Sirach Ong Kho 3025 5886625 1 F&B Reservation F&B Reservation 3077 5886677 Accounting Housekeeping Treasurer 3021 5886621 Housekeeping Guest Request 3082 Financial Controller Iryn Guansing 3022 5886622 1 Assistant Exec. Housekeeper 3084 Purchasing 3024 5886624 1 Engineering Accounting Officer Aryen Neyra / Tin Jamlang 3029 1 Chief Engineer Mr. Robbie Castillo 3091 5886691 Purchasing Allen Manilili / Anabell Balog 3028 1 Shift Engineer 3092 Accounting Manager Ms. Sheila Darunday 3030 1 Security Sales and Marketing 1 Security Office 3102 Business Development Specialist Eugene Medrano 3031 5886631 Locker Rooms Business Development Specialist Sydneylyn Tan 3051 5886651 Male Locker Room 3109 Business Development Specialist Monica Aclan 3032 5886632 Female Locker Room 3110 Business Development Specialist Kimberly Dizon 3052 5886633 1 Ground Floor Business Development Specialist Maria Camille Ng 3034 5886634 1 House Phone 3300 Business Development Specialist Jennifer Go 3035 5886635 1 Wireless Dect Phones Business Development Specialist Mendolyn Yu 3033 5886636 1 Dect Phone 1 Chief Security Officer 3401 Business Development Specialist 3037 5886633 1 Dect Phone 2 Basement Security 3402 Business Development Specialist Graphic Artist Stephanie Ejercito Jeff Carreon 3039 5886639 1 Dect Phone 3 Manager On Duty 3403 Reservations Revigail Manalo 3036 5886636 Dect Phone 4 Service Phone Hskp 3404 Reservations Fax 3544152 1 Dect Phone 5 Service Phone Hskp 3405 Banquet - Funtion Room 1 3111 1 Dect Phone 6 Service Phone Hskp 3406 Banquet - Funtion Room 2 3112 1 Dect Phone 7 Service Phone Eng'g 3407 Banquet - Funtion Room 3 3113 1 Dect Phone 8 Service Phone Eng'g 3408 Banquet - Funtion Room 4 3114 1 Dect Phone 9 Service Phone Eng'g 3409 Business Center Conf. 1 3315 1 Dect Phone 10 Service Phone Hskp 3410 Business Center Conf. 2 3316 1 Concessionaire Business Center Conf. 3 3317 1 Store 1 3121 Business Center Conf. 4 3318 1 Store 2 3131 Front Office 1 Gym 3141 Operator Console 3200 + 63 2 5886688 Luna 3071 Asst. Front Office Manager Mr. Christopher Espiritu 3040 5886640 1 Restaurant/Function 3161 Director of Sales & Marketing Mr. Randie Gutierrez Jr. 3041 5886641 3rd/F Function Kitchen 3171 Front Desk 1 3042 1 Front Desk 2 3043 1 Front Desk 3 3044 1 Concierge 3045 1 Transportation 3047 1 Business Center 3049 1 as of 01/22/2015 Hotel Emergency Number 777
- 43. Telephone Call Procedures QUICK USER'S GUIDE (ALCATEL 4019/4018IP/4008IP PHONE) FUNCTION & FEATURES ACTION PROCEDURE To Make a Call Internal call (within the bldg.) To call Lift the handset, dial [extension no.] External call To call Lift the handset, dial [9] + [external tel. no.] To Attend Incoming Call Via Handset To attend Lift the handset. Via Loud Speaker activate / deactivate During conversation press [loud speaker button] to share the conversation. Options During Conversation Enquiry Call/Second Call during conversation make query call During conversation with a first party directly dial the second party's number to have a second call. The first party will automatically put on hold. Switching between calls / Broker Call To activate To speak with two correspondents alternately after an enquiry call. Press [LINE-1 KEY] & [LINE-2 KEY] simultaneously. Call transfer To transfer During conversation with a first party directly dial the second party's number to have a second call. Then pres [BUTTON-6] to transfer the call. Three party conference call To activate During conversation with a first party, press [LINE KEY] or directly dial the second party's number. When second party has answered, while the first party on hold, press [BUTTON-4] or [the assigned button] to activate the features. Send DTMF To activate To communicate with an automated answering machine, while your call is connected press [BUTTON-5] to activate DTMF function.
- 44. Telephone Call Procedures Other Function & Features Call Back request If the number you are calling is busy. Scroll the navigator key and search for the call back features then press ok. Internal Call forward (Immediate) To activate Press [*41] + [Destination extention no.], then replace the handset. Internal Call forward (when busy) To activate Press [*42] + [Destination extention no.], then replace the handset. Call forward cancellation To cancell Press [*40]. Last no. redial To activate Press [Redial button]. Direct Call pick-up. To activate Press [*71 + local no.]. Group Call pick-up To activate Press [*72]. Lock/Unlock phone To lock/unlock Press [*75] + [PASSWORD: 1515]default. Voice mail To access Press [MAIL BUTTON], then follow voice guide. Programming Personal Directory To access Press [directory button] + [navigator key] + ["i"] select memory location, type correspondent name, press [ok], type correspondent number, press [ok].
- 45. Telephone Call Procedures Pick-up Line-1 LCD Back button Directory Help key Programmable keys Handset Validation key Navigator Key Release Key Conference Line-2 Send DTMF Call Tranfer Loud Speaker Message VolumeKey (up) Redial key VolumeKey (down) Mute Key
- 46. Frequently Asked Questions FAQs are being practiced to train and help all employees to give our guests the best service. To communicate well with the guests. To boost our confidence especially when interacting with the guests. Greater job satisfaction and sense of professional pride. Improving language skills