Page 54 - STARTER KIT HELPDESK 2017v

STARTER KIT | Help Desk

6. Shred all scratch papers with confidential
information.

Task 14: Use the Helpdesk logbook as reference and in-between shifts communication
STEP(s) STANDARD(s)

1. Open the logbook and read turnovers. Logbook is read 10 minutes prior to actual duty time.
No instance of not reading the logbook.
2. Acknowledge turnover entries after reading/ finishing it. Initial/sign all log acknowledged entries.

3. Prior to going off duty, ensure that all guest requests, All turnovers must be written in the logbook.
complaints, requirements, instructions by the managers,
etc., have been handled and that all promises made have Logbook must always be returned to its proper place after
been kept. reading/using it.
Specifically note the following on the logbook:
- Guest request/s or requirements
- Guest complaints and incidents
- High balance accounts
- Special reminders, announcements and important
memos and notes such as errors
- Actions to be taken such as:
▪ For room transfers
▪ Transfer arrangement
▪ Island activity bookings
▪ Items for delivery
▪ Items for follow-ups
▪ Things to be picked up by guest/ personnel

Task 15 : Take orders for In- Room Dining
STEP(s) STANDARD(s)

1. Write down accurately the order as you speak to the guest. 1. Always repeat the orders to guest to avoid mistakes.

2. Repeat the order to the guest and inform the standard 2. Make sure that the order will be finished within the
delivery time by saying: committed delivery time.
“Let me repeat your order Ma’am, you ordered 1
Binagoongang Bagnet, 1 Cup of plain Rice and 1 Mango 3. Standard Delivery time is 30-40 minutes. The kitchen
Shake for room 502.” “Our standard delivery time is 30-40 will advise for any changes/ delay especially for peak
minutes.” hours.

3. Mode of payment should also be noted if it’s to be charged
to room or to be paid upon delivery:
“Will your order be charged to your room or to be paid upon
delivery, Ma’am?”

4. End the call by a closing greeting:
“Thank you, Ma’am/Sir. Have a nice day.”

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