Page 53 - STARTER KIT HELPDESK 2017v

STARTER KIT | Help Desk

Task 12: Observe and honor guest privacy and security.
STEP(s) STANDARD(s)

1. Have guest information on file and available at the No incidences of guest complaint regarding breach of privacy.
Reception, Helpdesk, Telephone Operator, Mail and
Information Desks. However, keep guest profiles
confidential by keeping their documents in a safe/ proper
place.

2. Should guest leave a message, encode or update on the
System, such as guest location and contact details in
case he/she goes out of the hotel premises.

3. Never disclose to anyone the room number or any
information of any particular guest, unless guest has
instruction and allowed us to do so.

4. Screen all phone calls first; request the caller to hold on
while you call the guest and transfer only when the guest
accepts the call.

5. When a visitor arrives at the counter and inquires about
the guest’s whereabouts:
a. Take note of the name of the guest’s visitor.
b. Call guest for instruction or permission before Visiting hours is from 6am-10pm only.
letting his/her visitor talk to the guest or proceed to
the guest’s room.

6. Assist visitor to the room if guest allows visitor to come
to the room.

7. Put “confi” (for confidentiality) beside guest’s name in the
PMS so that the personnel knows, or write “confi” on the
white board at the back office.

Task 13: Keep Helpdesk area clean and sanitized
STEP(s) STANDARD(s)

1. Observe 5S + 1 (Sort, Systematize, Sweep, Sanitize, Self- Computer monitor and telephone are on the Help Desk table
discipline, and Sustain) top.

2. Arrange things in order inside the FOC and FDC drawer
or cabinet.

3. Clean keyboard and see to it that no other items are on
the desk.

4. Throw trash in the trash bins.

5. Keep scratch papers that may or will still be used orderly
in one place.

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