1、INFORMATION TECHNOLOGY INTRODUCTION 2004 InterContinental Hotels & Resorts Brand Standards Page 9-1 INFORMATION TECHNOLOGY 9 INFORMATION TECHNOLOGY 9.1 INTRODUCTION ? PAGE 9-1 9.2 TELEPHONE SYSTEMS ? PAGE 9-2 9.3 COMPUTER SYSTEMS AND HSIA ? PAGE 9-13 9.4 TELEVISION AND IN-ROOM ENTERTAINMENT ? PAGE 9
2、-23 9.5 MINIBARS ? PAGE 9-30 9.6 OTHER SYSTEMS ? PAGE 9-31 9.1 INTRODUCTION Overseas travellers often have a great many anxieties and concerns and do not like to feel alienated by their surroundings. No matter how far or how frequently they travel, they always want to remain in touch, to be able to
3、reach out and talk to their families, friends or work colleagues, in their own language and with that immediate sense of contact that only modern technology can provide. This contact may be achieved through television, keeping the traveller abreast of the news, or by telephone and email, enabling th
4、em to conduct a conversation or simply by allowing them to enjoy forms of entertainment that give them a chance to remain in touch with their own culture, however fleetingly. These moments of familiarity allow them to enjoy their unaccustomed surroundings with a renewed sense of confidence, one that
5、 removes the sense of displacement that can mar the enjoyment of a stay. The standards set out in this chapter are not only essential, but ensure that each property can provide the essential business and social services needed by modern-day travellers. They enable InterContinental hotels to demonstr
6、ate their International Understanding, reinforcing the brands market positioning and delivering that special sense of care and concern to the traveller. Information technology covers telephones, computer systems and HSIA, televisions and in-room entertainment, and electronic minibars. This chapter p
7、rovides information on both the requirements for these different aspects of IT within the different areas of the hotel and also the standards to be met for the systems and equipment supplied. Assistance Detailed information on recommended vendors, latest system releases, installation and project man
8、agement information and cabling designs is available from your Regional IT office. INFORMATION TECHNOLOGY TELEPHONE SYSTEMS Page 9-2 2004 InterContinental Hotels & Resorts Brand Standards INFORMATION TECHNOLOGY 9.2 TELEPHONE SYSTEMS Standards by hotel area Guestrooms IT001 All guestrooms will be equ
9、ipped with two dual-line touch-tone telephones, one located at the bedside table and the other, a speakerphone, located on the desk. In addition, there will be a single line trimline bathroom telephone. The dual line telephones will be compliant to the ICON Instant Service Button standards in additi
10、on to offering the following minimum functionality: Five programmable keys for hotel services including: Emergency Concierge Room Service Message Waiting Instant Service Full length standard InterContinental branded faceplate underlay. The faceplate should display: Guestroom/extension number Hotel f
11、acsimile number Hotel telephone number Highlight Instant Service Button ? ? See the In an Instant ICON Implementation Guide and InterContinental Hotels & Resorts Brand Identity Manual Battery back-up to retain programmed memory even if the telephone is temporarily disconnected (no external power req
12、uired) Message waiting lamp Built-in RJ11 dataport Hearing aid compatible and compliant to local disability regulations For a list of recommended vendors, models and purchase agreements in your region, contact your Regional IT office. INFORMATION TECHNOLOGY TELEPHONE SYSTEMS 2004 InterContinental Ho
13、tels & Resorts Brand Standards Page 9-3 INFORMATION TECHNOLOGY IT002 Broadband connectivity will also be available in all guestrooms for internet connection. Wireless connectivity should be made available where possible. IT003 Bathroom telephones will comply with local telecommunications regulations
14、, be hearing aid compatible and compliant to local disability legislation. The telephone will be wall-mounted at a suitable distance from any water source. Bathroom phones in disabled rooms will be mounted at wheelchair accessible height. IT004 Guests may hire wireless telephones (DECT or an alterna
15、tive system) from the Business Centre. Guest handsets will be enabled for outbound external calls, which should be charged at applicable rates. Meeting rooms IT005 All meeting rooms will be equipped with a minimum of one analogue speakerphone as well as a modem connection point. (It is recommended t
16、hat the telephone has the same specification as the guestroom telephone, since this also facilitates a modem connection through the build-in data port.) Broadband connectivity will also be available in all meeting rooms for internet connection. Wireless connectivity should be made available where po
17、ssible. IT006 The meeting room telephone will offer the following minimum functionality: Five programmable keys for hotel services: Emergency Concierge Room Service Message Waiting Instant Service Full length standard InterContinental branded faceplate underlay. The faceplate should display: Extensi
18、on number and name of meeting room Hotel facsimile number Hotel telephone number Highlight Instant Service Button INFORMATION TECHNOLOGY TELEPHONE SYSTEMS Page 9-4 2004 InterContinental Hotels & Resorts Brand Standards INFORMATION TECHNOLOGY ? ? See the In an Instant ICON Implementation Guide and In
19、terContinental Hotels & Resorts Brand Identity Manual Battery back-up to retain programmed memory even if the telephone is temporarily disconnected (no external power required) Message waiting lamp Built-in RJ11 dataport Hearing aid compatible and compliant to local disability regulations For a list
20、 of recommended vendors, models and purchase agreements in your Region, contact your Regional IT office. IT007 Meetings organisers and meetings contact staff will be equipped with wireless telephones (DECT or an alternative system) to facilitate instant person-to-person communication. Guest handsets
21、 will be enabled for outbound external calls, which should be charged at applicable rates. Club InterContinental Lounge IT008 The dedicated Club InterContinental Floor reception desk will be equipped with a digital telephone with guest name display. IT009 The lounge area will be equipped with a mini
22、mum of one analogue telephone (to the same standard as the guestroom telephones) as well as a portable telephone for guest use. 24 Hour Business Centre IT010 A digital telephone with guest name display is required for the business centre attendant. INFORMATION TECHNOLOGY TELEPHONE SYSTEMS 2004 Inter
23、Continental Hotels & Resorts Brand Standards Page 9-5 INFORMATION TECHNOLOGY Instant Service Button/Guest Service Centre The Guest Service Centre combines roles previously carried out by housekeeping, engineering, front desk, and the telephone operators. IT011 The Guest Service Centre will be equipp
24、ed as a minimum with: Digital telephone with guest name display Operator console (for telephone operators) Paging system PMS terminal with printer and credit card clearing facility Key card encoder Fax machine Quality Management System ? ? For detailed information and implementation guidelines for t
25、he Guest Service Centre see the In an Instant ICON Implementation Guide Other public and administrative areas Insider Concierge desk IT012 The Insider Concierge area will be equipped with the following: Digital telephone with guest name display and DDI access Fax machine Guest Relations desk IT013 A
26、 complete check in position will be installed at the Guest Relations desk in the hotel lobby to facilitate speedy customer check in/check out away from the reception desk. This set up will include as a minimum: Digital telephone with guest name display Computer system (? Guest Relations desk on page
27、 9-18) INFORMATION TECHNOLOGY TELEPHONE SYSTEMS Page 9-6 2004 InterContinental Hotels & Resorts Brand Standards INFORMATION TECHNOLOGY Lobby area IT014 A minimum of one house telephone and one public (pay) phone for every 150 guestrooms will be provided. House telephones will connect directly with t
28、he Guest Service Centre. All house telephones will be hearing aid compatible and comply with local disability legislation. IT015 Telephones will be set at a low ringing tone and, after four rings, will be directed elsewhere. Food and beverage outlets IT016 All restaurants and bars will be equipped w
29、ith a cordless (or wireless DECT) telephone for use by customers for inbound or outbound calls. This is in addition to the outlets main digital telephone with guest name display. Leisure and fitness facilities IT017 For life safety reasons a single line emergency telephone will be installed in a cle
30、arly visible location in each leisure facility. These telephones will be configured as hotlines connecting directly to the Guest Service Centre or other location that is monitored 24 hours a day. Calls from these telephones may not be answered by an automated service or forwarded to voice mail at an
31、y time. Guestroom corridors/floors IT018 Every guestroom corridor will have a house telephone installed in the guest lift/elevator lobby. Corridor phones will connect directly to the Guest Service Centre, and not directly to guestrooms. All corridor phones will be hearing aid compatible and comply w
32、ith local disability legislation. Lifts/elevators IT019 All lifts/elevators will be equipped with either telephones without a keypad or an intercom. Each lift/elevator telephone/intercom will automatically connect to the emergency telephone or to an approved lift/elevator monitoring service. The tel
33、ephones/intercoms will be hearing aid compatible and comply with local disability legislation. INFORMATION TECHNOLOGY TELEPHONE SYSTEMS 2004 InterContinental Hotels & Resorts Brand Standards Page 9-7 INFORMATION TECHNOLOGY Administrative areas IT020 All guest facing departments (such as housekeeping
34、, reception, room service, general manager) will have digital telephones with guest name display so that staff can see the name and room number of the guest calling. IT021 All hotels will have a dedicated internal emergency number that routes to a dedicated digital telephone with guest name display
35、installed in an area that is supervised 24 hours a day, seven days a week (by reception, operators, or Guest Service Centre). The telephone is to be used for incoming emergency calls only and may not be answered by an automated system or forward to voice mail at any time. The internal emergency numb
36、er will be published on all public area and guestroom telephones or be accessible through a pre-configured button on these sets. Technical standards for telephone systems The feature functionality of the hotel telephone system is critical to InterContinental Hotels & Resorts high standards of guest
37、service and administrative productivity. The telephone system provides the single link to the outside world for guests and staff and therefore will comply with the following minimum standards. IT022 The hotel telephone system will be a digital system, be approved for use under local law and comply w
38、ith all relevant local regulations. IT023 The system will be able to provide direct connections to analogue and digital trunk facilities as well as alternate routing facilities. The system will be able to accept answer supervision signals from the providing carrier (if available from the public netw
39、ork operator) and use this information to produce and pass accurately timed completed calls to the Call Accounting System. IT024 Redundancy for any part of the system whose failure could cause total outage of a system function or cause loss of billing will be included, so that automatic switching wi
40、ll occur to an appropriate back-up system in the event of failure of the primary system, all without loss of service or billing. The system will be supported by a UPS and connected to the emergency power supply of the hotel. IT025 Message waiting lamps on all guestrooms and administrative telephones
41、 will be line powered over the one cable pair per extension. Activation will be automatic, based on PMS and Voice mail system activity. Lamps may only extinguish when no new messages are waiting in either of the two systems or the guest has checked out. INFORMATION TECHNOLOGY TELEPHONE SYSTEMS Page
42、9-8 2004 InterContinental Hotels & Resorts Brand Standards INFORMATION TECHNOLOGY IT026 Calling Party Name Display (CND) will be available on all digital phones so that the name, room number and related information (such as status code, language designation) of the calling parties can be displayed.
43、The CND information will be automatically updated over the interface from the hotels Property Management System (PMS). IT027 The system will provide the capability for recorded announcements (in four languages) and music on hold. IT028 The system will offer internal wireless telephone system (DECT)
44、for use in guestrooms and banqueting facilities, where approved under local telecoms regulations. IT029 The system will offer a bi-directional interface to the Property Management System (PMS). The PMS interface will include the following functionality as a minimum: Voice messaging system interface
45、(see also Voice mail standards) Transmission of 16 unique room status codes Automatic restriction and unrestriction of telephone class of service upon check in and check out of guest for multiple lines per room Passing of guest names and guest information from the PMS system to a directory database
46、in the phone system so that guest related information can be shown on display telephones (CND) Passing of guest call billing information for posting to guest folio (including account codes if used) Room moves Optional tracking of internal calls VIP and language allocation IT030 The system will offer
47、 an interface to a suitable call accounting system for proper pricing and charging of guest and administrative calls. This interface will include the following functionality as a minimum: Extension number originating the call Number dialled (without any calling card or pin code details) Date and tim
48、e the call started Call duration Number of meter pulse units where applicable Trunk group/number the call was routed over INFORMATION TECHNOLOGY TELEPHONE SYSTEMS 2004 InterContinental Hotels & Resorts Brand Standards Page 9-9 INFORMATION TECHNOLOGY Pin numbers and account codes if in use Records fo
49、r toll free calls Call Answer Detection signal to ensure that only successful calls are billed to customers Internal call records with the option to turn this feature on and off IT031 The operator attendant console will include the following minimum features: Attendant administration (limited moves
50、and changes) Call ID of incoming trunk and station (alphanumeric) Direct trunk selection Trunk group busy indicators Busy verification of station lines Attendant control of trunk group access Privacy, line lock out Attendant conference Transfer and extension of calls, both internal and external The
