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D1.HFO.CL2.12 Slide 1. Subject Elements This unit comprises two Elements:  Define availability of International Direct Dial (IDD) service  Provide International.

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Presentation on theme: "D1.HFO.CL2.12 Slide 1. Subject Elements This unit comprises two Elements:  Define availability of International Direct Dial (IDD) service  Provide International."— Presentation transcript:

1 D1.HFO.CL2.12 Slide 1

2 Subject Elements This unit comprises two Elements:  Define availability of International Direct Dial (IDD) service  Provide International Direct Dial (IDD) service information to guests Slide 2

3 Assessment Assessment for this unit may include:  Oral questions  Written questions  Work projects  Workplace observation of practical skills  Practical exercises  Formal report from supervisor Slide 3

4 Element 1: Define availability of International Direct Dial (IDD) service Slide 4

5 Define availability of International Direct Dial (IDD) service Performance Criteria for this Element are:  Locate telephones from which International Direct Dial (IDD) service is available  Identify restrictions that apply to International Direct Dial (IDD) service  Identify external sources of information relating to International Direct Dial (IDD) service Slide 5

6 International direct dialling (IDD) What is IDD?  International direct dialling (IDD) is the process of an international telephone call being placed by the caller rather than by an operator  Since the late 20th century, most international calls are dialled directly by the person making the call Slide 6

7 IDD vs. operator calls When would a hotel operator make a call on behalf of a guest? Customers may request that the operator make the call on behalf of the customer when they:  Are not comfortable with the phone system being used  Cannot understand the language spoken  Simply find the exercise too complicated Slide 7

8 Calling options Options available to guests when making calls Whilst in the past, customers could just make phone calls from the guest phone in their rooms, today there are many options by which one can communicate.  What options are available? Slide 8

9 Calling options Traditional phone call options Traditionally phones that can be used by guests and customers include:  Guest room telephones  Telephone booths within the establishment  Offices  Business centres  Departmental telephones  Conference rooms Slide 9

10 Calling options New communication options Many customers will use some of the following options to make cheaper calls including:  Prepaid phone cards  Calling cards  Purchasing local SIM cards Slide 10

11 Calling options Possible hotel communication options Many hotels now provide the following options to make communications cheaper for guests during their stay:  Renting local SMART or mobile phones  Provide SIM cards  Provide data packages Slide 11

12 Calling options Benefits of renting phones or SIM cards  Enables them to make ‘local calls’ regardless of location  Enables them to use phones that are pre-set with vital information, visitor information, useful ‘apps’ and emergency, tourism or business related telephone numbers  Enables guests to make or receive calls on their ‘normal’ SIM or phone whilst also having an additional SIM or phone  Enables bills to be itemised Slide 12

13 Internet options The internet An essential requirement for most hotel guests today is access to internet:  Either in their rooms  Or in select locations through wi-fi Slide 13

14 Internet options The internet In many situations, most communications made between people across countries and cities are made through direct internet or wi-fi via:  s  Texts  VoIP (Voice Over Internet Protocol)  Apps Slide 14

15 IDD service restrictions Notifying guests of possible restrictions  There are times where restrictions may apply when trying to use IDD services  These restrictions must be identified and explained to customers, ideally with possible solutions or suggestions, enabling them to make calls with minimal disruption Slide 15

16 IDD service restrictions Types of IDD service restrictions Restrictions may include:  Countries to which there are time-related access limitations  Inability to make ‘outgoing’ calls  Internal lock-outs on International Direct Dial (IDD) service from nominated extensions and/or handsets Slide 16

17 IDD service restrictions Internal lock-outs on International Direct Dial (IDD) service from nominated extensions and/or handsets  Public phones  Business centre  Offices  Conference and meeting rooms  Guest rooms Slide 17

18 IDD service restrictions Why are guest room phones automatically locked?  Stops staff making calls  Ensures children cannot accidently make expensive calls  Ensures correct guest is charged  Ensures guests can be made aware of charges  Ensures that any appropriate deposits can be taken Slide 18

19 IDD service restrictions Informing customers of IDD service restrictions  Which phones are locked or blocked from making either local or international calls  Providing instructions and information to make calls  Methods to unlock ‘international’ hand sets which are unable to make calls Slide 19

20 IDD service restrictions Methods to inform customers of IDD service restrictions  Informing customers at reception  Placing a sign next to the phone itself  Placing information in the guest compendium or ‘Directory of Services’  Forwarding attempted calls to a telephonist or recorded message service Slide 20

21 Sources of IDD service information Identify sources of information relating to IDD service Whilst phone related information may be located in a guest compendium or ‘Directory of Services’ it is unreasonable to provide all information required by all customers in making calls to all corners of the globe.  What information do guests commonly seek?  What information can you provide internally?  What external sources are available? Slide 21

22 Sources of IDD service information Phone related information sought by customers Whilst each customer has different requirements, information commonly required by customers can be sought either:  Internally - from the hotel itself  Externally Slide 22

23 Sources of IDD service information Phone related Information sought by customers Internal information  Ways to make calls, either locally or internationally, via a hotel phone  Identification of IDD prefixes and relevant country or city codes  Costs of making calls Slide 23

24 Sources of IDD service information Phone related Information sought by customers External information  Telecommunications carrier used by the property  Internet sites of telecommunications carriers  Information on different options to make calls  Phone directories that identify local businesses or individuals Slide 24

25 Element 2: Provide International Direct Dial (IDD) service information to guests Slide 25

26 Provide International Direct Dial (IDD) service information to guests Performance Criteria for this Element are:  Supply International Direct Dial (IDD) - related phone numbers and codes  Advise guests in relation to International Direct Dial (IDD) charges  Explain how to place an International Direct Dial (IDD) call, including advice on international telephone calling instructions that occur on the line Slide 26

27 Provide International Direct Dial (IDD) service information to guests Performance Criteria for this Element are:  Advise guests in relation to printed International Direct Dial (IDD) information available  Advise guests in relation to expected call quality  Determine comparative times for International Direct Dial (IDD) callers  Refer guest to reception/operator as required Slide 27

28 Provide IDD and NDD service information Importance of providing information Given that in many hospitality establishments customers from different countries will need to make phone calls to businesses and individuals both nationally and internationally, it is essential that customers are provided with clear information and instructions to make this process as simple as possible. Slide 28

29 Provide IDD & NDD service information International Direct Dialling (IDD) Prefix An international call prefix is used when making a call to another country. The prefix must be dialled before:  The country calling code  The city code  The destination telephone number Slide 29

30 Provide IDD & NDD service information International Direct Dialling (IDD) Prefix  The standard international dialling prefix used in most countries is ‘00’ or ‘011’  Seen as the standard for an international call prefix  Some countries have different prefixes Slide 30

31 Provide IDD and NDD service information National Direct Dialling (NDD) Prefix  When making calls within a country, most countries will have a prefix that needs to be dialled before adding specific city codes or individual phone numbers  The standard national dialling prefix used in most countries is ‘0’ Slide 31

32 ASEAN IDD and NDD Prefixes IDD and NDD Prefix  What are IDD and NDD numbers for the different ASEAN counties? Slide 32

33 Country and City Codes Country and city codes After IDD and NDD numbers are dialled, the customer must dial:  Country Code  City Code What are examples of ASEAN country and city codes? Slide 33

34 Country and City Codes Country Codes  Every country has a country code, which you dial after the IDD  In some cases, the country code is shared among countries  For example, the United States, Canada and much of the Caribbean and Guam use country code 1 What are examples of global country codes? Slide 34

35 Country and City Codes City Codes  Smaller countries may not use city codes or area codes, while larger countries have hundreds of them  Because of the tremendous growth of global telecommunications, city codes and area codes change or are added frequently Slide 35

36 Country and City Codes Sourcing country and city codes information For further information on where to access information relating to country and city codes for all countries, there are many helpful websites that contain detailed information including, but certainly not limited to:   Slide 36

37 Advise guests of IDD charges Advise guests in relation to International Direct Dial (IDD) charges  Naturally one of the first questions customers ask before making local and international calls via hotel phones is related to cost  It is important that customers are made aware of how costs will be incurred when making calls Slide 37

38 Advise guests of IDD charges Different charging options Different options hotels charge include:  According to standard ISD rates provided by a local telephone service provider (e.g. local Telecom)  With the addition of VAT or other related service charge  With an added mark up to generate revenue for providing a ‘convenience’ service to customers Slide 38

39 Advise guests of IDD charges Types of IDD charges International Direct Dial (IDD) charges may include:  Cost per first minute  Cost for subsequent minutes  Currency conversion rates Slide 39

40 Advise guests of IDD charges Internet charges Where hotels charge customers for internet access, internet costing prices must also be provided. Hotels normally charge:  Based on time – per hour, two hours or daily rate with unlimited data access  Based on data used Slide 40

41 Advise guests of IDD charges Access to complimentary internet access Where internet services are provided free of charge it is important to notify customers of:  Locations where they can gain access  Any passwords that may apply It is not uncommon for hotels to have both options available to customers. Slide 41

42 Advise guests of IDD charges Notifying how charges will be identified on an account  Why is this important?  How do hotels identify phone charges?  What information needs to be identified on an account? Slide 42

43 Explain how to make calls Explain how to place an International Direct Dial (IDD) call Whilst this may seem simple, often it may become a little more complicated when calling from a hotel room, where an ‘outside’ line needs to be obtained first.  How is making a call from a hotel different than making it at home?  What other difficulties may exist? Slide 43

44 Explain how to make calls Ways to explain or demonstrate how to place a call  Giving instruction regarding the in-house system, such as ‘dialling 0’ to access the line before placing the call  Demonstrating how to place an International Direct Dial (IDD) call  Offering to place the call for the guest Slide 44

45 Explain how to make calls Sequence of making an international phone call This is the sequence of making an international phone call from one country to another country. The sequence of International Direct Dial (IDD)-related phone numbers and codes should include:  International Direct Dial (IDD) prefix  Country codes  City codes  Local number Slide 45

46 Explain how to make calls Sequence of making a national phone call This is the sequence of making a ‘local’ phone call within the same country. The sequence of National Direct Dial (NDD) related phone numbers and codes should include:  National Direct Dialling (NDD) prefix - normally a ‘0’  City codes  Local number Slide 46

47 Advise guests of printed IDD information Whilst information may be provided verbally over the phone, or explained or demonstrated by staff personally, one of the most cost effective and user friendly ways to provide information is in hard copy format.  Where can this information be found? Slide 47

48 Advise guests of printed IDD information Benefits of providing printed International Direct Dial (IDD) information Benefits for customers Enables customers to access information and follow instructions:  At their own pace with instructions close at hand  That specifically relates to them  In a language they can understand Slide 48

49 Advise guests of printed IDD information Benefits of providing printed International Direct Dial (IDD) information Benefits for hotels  Allows hotels to provide useful information and answers to common phone related questions  Ensures that staff are not required to frequently provide answers or assistance in relation to phone operations Slide 49

50 Advise guests of printed IDD information Types of printed International Direct Dial (IDD) information  Information provided in guest room compendium  Signs and instructions on phone or pamphlets next to phones  Information sheets available at reception/front office  Information within calling booths in foyer and public areas Slide 50

51 Advise guests of call quality problems Given that communication infrastructure and service offered by different communication providers will vary in different countries, it is important that customers are told in advance if any quality problems may exist.  What are common quality problems: Relating to phone calls? Relating to internet?  What are the causes of these problems?  How can they be fixed? Slide 51

52 Advise guests of call quality problems Phone related quality problems Unfortunately hotel staff can only aim to solve problems in which they have some control. This includes servicing and/or replacement of:  Service provider  Internet or phone packages  Phones themselves  Wiring – phone and internet  Phone jacks  WI-FI distances and possible interferences Slide 52

53 Advise guests of call quality problems Common phone related quality problems Common phone related quality problems are normally associated with, but not limited to:  Line crackle sounds  Buzzing sounds  Static sound on the line  No sound on the line  Interference  Lag times  Volume Slide 53

54 Advise guests of internet quality problems Internet related quality problems Given most people will use the internet applications to make phone or video calls it is important to identify common problems and potential remedies to improve communication using this medium.  What are common problems?  How can you solve them? Slide 54

55 Advise guests of internet quality problems Internet related quality problems Common IT Issues  VoIP provides many benefits but several potential IT issues exist  Many times the problem actually is with the computer system or setup, and not the program itself  Configuration errors, application conflicts between programs, bandwidth misallocations and other similar issues prevent VoIP from working the way it's designed Slide 55

56 Advise guests of internet quality problems Internet related quality problems Hardware and Software Issues  What are examples of hardware and software used when making voice or video calls?  What hardware problems exist?  What software problems exist?  How can these problems be resolved? Slide 56

57 Advise guests of internet quality problems Internet related quality problems Bandwidth Issues  What is bandwidth?  How much bandwidth is required to make a: Voice call? Video call?  What are some problems related with bandwidth?  What can the customer do? Slide 57

58 Advise guests of internet quality problems Improving audio over VoIP  Test your Internet connection speed  Stop other internet functions  Reduce RAM usage  Use quality headset  Inspect the telephone/internet wire  Use a different phone or a different computer  Verify that your firewall and router settings are not blocking your VoIP service  Relocate the VoIP adapter Slide 58

59 Advise guests of internet quality problems Common internet video call problems  Poor quality webcam  Slow or busy internet connection  Weak wireless signal  Computer running slowly  Bad lighting Slide 59

60 Advise guests of internet quality problems Common internet video call problems  Too many USB devices plugged in  Relayed internet connection  Firewall or virus scanner problems  Using an older version of applications/software  Restart needed Slide 60

61 Determine times for IDD calls Importance of understanding time zones  Given that many hotel guests come from all corners of the globe, it is not uncommon for calls to be made and received from people in another time zone  It is important that guests have access to information relating to different times zones in different countries Slide 61

62 Determine times for IDD calls Identifying world time zones  Coordinated Universal Time (UTC) is the primary time standard by which the world regulates clocks and time  It is one of several closely related successors to Greenwich Mean Time (GMT)  For most purposes, UTC is synonymous with GMT  Time zones are usually defined to differ from UTC by an integer number of hours Slide 62

63 Determine times for IDD calls Identifying world time zones  What are different time zones around the world? Slide 63

64 Determine times for IDD calls Daylight Savings Time (DST)  UTC does not change with a change of seasons, but local time or civil time may change if a time zone jurisdiction observes daylight saving time (summer time)  Besides identifying the correct time zone difference, it is also important to identify if the country in question has DST Slide 64

65 Determine times for IDD calls Daylight Savings Time (DST) Daylight Saving Time, often referred to as "Summer Time", "DST" or "Daylight Savings Time", is a way of making better use of the daylight in the evenings by setting the clocks :  Forward one hour during the longer days of summer  Back again in the fall Slide 65

66 Determine times for IDD calls Daylight Savings Time (DST) Daylight Saving Time, often referred to as "Summer Time", "DST" or "Daylight Savings Time", is a way of making better use of the daylight in the evenings by setting the clocks:  Do ASEAN countries have DST?  Which countries have DST?  What dates do they apply? Slide 66

67 Determine times for IDD calls ACTIVITY Identify time accurately between two destinations  Trainer to identify a range of origin and destination locations for a number of scenario phone calls  The audience must take into account time differences and DST where applicable Slide 67

68 Determine times for IDD calls Controlling incoming calls Whilst hotel operators can provide assistance to guests when identifying world time zones, one of the most important ways hotel operators can assist guests is to notify those making incoming calls from other countries what time it is in the local location.  Why is this important?  If incoming calls are at ‘inappropriate’ times, what options exist? Slide 68

69 Determine times for IDD calls Ways to identify time differences  Apps  Internet sites including: 24timezones.com Slide 69

70 Determine times for IDD calls Ways to inform customers of time differences  Placing clocks and times on reception walls  Placing hard copy summary in guest room compendium  Having hard copy of world time differences at reception or near operator  Have relevant applications preloaded onto rental phones Slide 70

71 Refer guests to operators Benefits of using operators when making calls  As can be seen in this manual, simply making a call can be more complicated than it first seems  With many options available to the customer, each with their own benefits and possible problems, the assistance and guidance of reception or operators is extremely beneficial  There are a number of situations where the assistance of staff may be required Slide 71

72 Refer guests to operators Issues for referral to hotel staff  Connect calls to rooms  Taking messages  Line busy situations  Calls cannot be connected  Number is unavailable  Conference calls Slide 72

73 Refer guests to operators Issues for referral to hotel staff  Language assistance Translating information To help in general conversations Pass on details Take down directions and instructions Slide 73

74 Refer guests to operators Issues for referral to hotel staff Internet problems Common internet situations requiring the assistance of hotel staff include:  Cannot connect  Need to purchase internet access  Wrong password  Need for specialist information  Translation of language Slide 74

75 Finish: Thank you! Slide 75


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