Page 37 - STARTER KIT HELPDESK 2017v

STARTER KIT | Help Desk

POSITION CHARTER

POSITION CHARTER HELP DESK

A. Job Title Help Desk
B. Place of Work
Manage all guest telephone inquiries and coordinate with respective
C. Scope & General Purpose
departments in delivering and attending to all guest requests
D. Responsible to: Help Desk Supervisor
E. Responsible for: None
F. Liaises with: All front office staffs
Over Money: None
G. Limits of authority: Over Staff: Has no authority to direct and supervise all other staffs in Front
Office.
H. Reporting date:

I. Duties & Responsibilities:

1. Ensure that the appropriate standards of conduct, dress, hygiene, uniform and appearance are
maintained at all times.
2. Answer and attend to all incoming calls appropriately and within the minimum quality standards and help
desk policies and procedures.
3. Direct and connect calls of guestrooms and outside agencies, establishments and/or persons.
4. Attend to all radio calls.
5. Record check-out room, and relay the same to the Room Attendants for them to check and clear
6. Record the time the Guest Service Associate calls for the check-out room, time relayed to Room
Attendant and time Room Attendant cleared the room.
7. Record mini bar item consumptions, left behind items and relay these information to the front Office
Guest Service Associate.
8. Inform and Update the Front Office Guest Service Associate of the Room Status as relayed by Room
Attendants and/or other Housekeeping Staffs.
9. Record actual guest check-in time in all rooms including the number of occupants and inform Room
Attendants of Guest’s arrival details.
10. Inform the Room Attendants of guests’ presence in the hotel for room cleaning priorities.
11. Receive and record all requests from guest and relay the complete information and details of guest
requests to concerning department.
12. Make a follow-up on the status of guest requests relayed to concerning department.
13. Maintain a record of time guest requests were relayed to concerning department, the time of delivery of
requests and/or resolutions done should there be guest complaints and concerns received by the Help
Desk.
14. Accept food order from the guest rooms and relay to Dining Staff for Tradisyon and Eight Degrees. Get
complete and accurate orders.
15. Record time order guest placed in-room dining orders and time food was delivered to the rooms.
16. Administer Hotel Help Desk Database.
17. Use and manage the e-Helpdesk System.

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