Page 50 - STARTER KIT HELPDESK 2017v

STARTER KIT | Help Desk

7. Highlight or note in the WUC list all done wake up
call.

8. All “No answer” guest must be noted and relayed to
Duty Manager within 5 minutes for verification.

9. Update and close the service ticket.

Task 7: Handle and process other requests/service concerns of guests.
STEP(s) STANDARD(s)

1. When phone rings, lift handset and take the call following Helpdesk is accessible through only one (1) local number.
steps in Task 1-C.3 and using the approved
phraseology/ies. All telephone calls are answered within 3 rings and in a
friendly and enthusiastic manner.

All unattended phones must be diverted to proper channel.
2. Get details of the guest caller, noting the name, room
number and time of call. No incidence of incomplete or inaccurate information

3. Listen carefully. Repeat the nature of guest concern to
confirm.

4. Prepare or open a corresponding service ticket for the
request details of the call.

5. Call the responsible department and relay the message.

6. If request is delivered, call the guest to acknowledge the
delivery and verify if guest is delighted with the service.

7. For complaints: No incidence of guest complaint on dissatisfaction on staff’s
7.1 Listen to the guest. indifference.
7.2 Talk to the guest in a calm manner and where no
other guest could hear his/her complain.
7.3 Apologize to the guest and advise that we will look Prioritize problem that would affect the external guest first.
into his/her concern.

8. Inform Duty Manager and find solution to the problems of
the guest or find some other options to the problem.

9. Take action immediately especially when a guest finds
reasons for disappointments/ comments.

10. Update and close the service ticket and the Daily
Monitoring Sheet.

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