1. Chapter 8, Section 3

2. PBX operator help guests learn how to use the equipment in their rooms.

3. Guest Information Directory Special events Art & culture attractions Theaters & cinemas Night clubs & entertainment Shopping centers Restaurants Lounges & taverns Recreation & hobby activities Transportation Medical services Personal services Business services Churches, synagogues, and mosques Maps of the area

4. Guests will want to know …… What is the name, location, and phone number of the establishment? How do I get there from your property? What time do they open? What time do they close? Do I need a reservation, and what should I wear? How much will it cost to travel there and get through the gate? Can I take the bus?

5. Why should packages marked as “priority” or sent overnight delivery be treated as urgent? If an overnight delivery is delayed, it could cost the property a repeat guest.

6. PBX operators guide first-time guests by directing them to…. Exercise rooms Meeting rooms Pools Ice machines Banquet rooms Property restaurants

7. What information does a PBX operator need to place an international call? International ______ code (usually 011) _____ code (such as 33 for France) _____ code (such as 1 for Paris) Local _____

8. Respond to a Dissatisfied Guest 1.Listen to the guest 2.Stay calm 3.Thank the guest 4.Take action 5.Follow up

9. Section 8.3 Quiz 1.Before providing guests with information about the property and suggestions for what to do in the local area, PBX operators first _____ carefully to guests to find out what they want to know. 2.If PBX operators delay getting an overnight delivery to a guest, it could cost the property a ____ guest.

10. Quiz 8.3 3. True/False: PBX operators are more likely to encounter dissatisfied guest than any other position of a lodging property. 4. True/False: Information about restaurants, transportation, and cultural attractions can be found in the guest information directory. 5. True/False: If the information guests request about a function at the property is not on the function sheet, then the function is not being held at the property.