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Let’s Talk It Over: Telecommunications Hotel Management
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Let’s Talk It Over:Telecommunications
Hotel Management
CopyrightCopyright © Texas Education Agency, 2014. These Materials are copyrighted © and trademarked ™ as the property of the Texas Education Agency (TEA) and may not be reproduced without the express written permission of TEA, except under the following conditions:
1) Texas public school districts, charter schools, and Education Service Centers may reproduce and use copies of the Materials and Related Materials for the districts’ and schools’ educational use without obtaining permission from TEA.
2) Residents of the state of Texas may reproduce and use copies of the Materials and Related Materials for individual personal use only, without obtaining written permission of TEA.
3) Any portion reproduced must be reproduced in its entirety and remain unedited, unaltered and unchanged in any way. 4) No monetary charge can be made for the reproduced materials or any document containing them; however, a reasonable charge
to cover only the cost of reproduction and distribution may be charged. Private entities or persons located in Texas that are not Texas public school districts, Texas Education Service Centers, or Texas charter schools or any entity, whether public or private, educational or non-educational, located outside the state of Texas MUST obtain written approval from TEA and will be required to enter into a license agreement that may involve the payment of a licensing fee or a royalty. For information contact: Office of Copyrights, Trademarks, License Agreements, and Royalties, Texas Education Agency, 1701 N. Congress Ave., Austin, TX 78701-1494; phone 512-463-7004; email: [email protected].
Copyright© Texas Education Agency, 2014. All rights reserved.
What is Telecommunication?
Copyright© Texas Education Agency, 2014. All rights reserved.
Communication
Distance
Technology
History Technology is relevant to the current time period
Copyright© Texas Education Agency, 2014. All rights reserved.
Audio signals
Visual signalsImage from video
Visual History of Telecommunications
(click on link)
Today
ComputersInternetRadiosSatellitesTelephones
LandMobile
Televisions
Copyright© Texas Education Agency, 2014. All rights reserved.
Equipment NeededTo Run the Business
ComputersFax machineInternetRadiosTelephonesTelevision
As a Service to Guests
ComputersFax machinesInternetSatellitesTelephonesTelevisionsVideo
Copyright© Texas Education Agency, 2014. All rights reserved.
Understanding the Needs
Key – matching the level of features needed for the hotel and guest to the type of phone
Advanced features:Automated attendantMobile soft phonesPaging and intercomPresence technologyUnified messagingVideo conferencing
Copyright© Texas Education Agency, 2014. All rights reserved.
Computers and Internet
• creating a shift away from traditional communication devicesCombined Technology
• productivity tool made of hardware and softwareComputer
• a network of computer networksInternet
• a series of connected computers worldwideNetwork
• inter-linked hypertext documentsWorld Wide Web
Copyright© Texas Education Agency, 2014. All rights reserved.
Copyright© Texas Education Agency, 2014. All rights reserved.
Computer Programs
Email has replaced formal communication
Remember to remain professional
Property Management System (PMS)
used to manage the operation of a hotelsends a reservation confirmation by email or text
Copyright© Texas Education Agency, 2014. All rights reserved.
Radios
Hotels often use two-way radios to communicateTelevisions communicate hotel chargesUsed by:
Front desk agentsHousekeepingGroundskeepersSecurity
Satellites
Located in outer space – orbiting earthAllow reception and transmission of communication signalsCommon use:
TelephoneTelevision
Copyright© Texas Education Agency, 2014. All rights reserved.
Telephones
Three things to consider with telephone communications:SystemsTypesTechniques
Copyright© Texas Education Agency, 2014. All rights reserved.
Telephone Systems
Main systems:Plain Old Telephone Service (POTS)Cellular phonesInternet Protocol phones (VoIP)
PBX – Private Business ExchangeCommunication between people inside the business and access to external telephone lines
Copyright© Texas Education Agency, 2014. All rights reserved.
Telephone Types – for Business
Many types and modelsEach model has different featuresMultiple models used in a hotelBasic common features:
Calls placed on HOLDConference callsDisplayMultiple linesTransfer calls
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Telephone Techniques
What is more important?What you say or how you say it?
More Considerations:Background noiseNon-verbal communicationService businesses expectVoice levels
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Televisions
Broadcast informationAnalog and Digital
Analog Digital provides s sharper image and clearer communication
Copyright© Texas Education Agency, 2014. All rights reserved.
Other Ways to Communicate
Fax machineHotel website
Easy to navigateEasy to useContain useful and correct informationRemain fresh or up-to-date
References & ResourcesArticle:
Telecommunications in the Hospitality IndustryA Technology Primer developed by the American Hotel and Lodging Association’s Technology and E-Business Committeehttp://www.ahla.com/uploadedFiles/AHLA/Members_Only/_Common/technology_primers_pdf/88120NEI01ENGE.pdf
Images:Microsoft Office Clip Art: Used with permission from Microsoft.
Textbooks:Reynolds, J. S. and Chase, D. M. (2014) Hospitality Services. Third Edition. Tinley Park, Illinois: The Goodheart-Willcox Company, Inc.
YouTube™:Visual History of TelecommunicationsVideo montage prepared to help kick-off Location 2.0 Summit 2009 at CTIA in San DiegoTelecommunications evolution from 1850s thru Oct 8, 2009 http://www.youtube.com/watch?v=aBuAujwygLw&feature=share&list=PLQRaesQXyAr2PoRZq2QQJ9AgjeTWraxAB&index=7
Copyright© Texas Education Agency, 2014. All rights reserved.
