Page 55 - STARTER KIT HELPDESK 2017v

STARTER KIT | Help Desk

5. Record the order in the e-helpdesk system and monitor
the delivery time.

6. After the order was delivered, call the guest to confirm if
they need anything else:
“Good evening Ma’am, we would just like to confirm if
your order is complete?”

7. Call back after one hour to check if they would like to let
us dish out the used wares:
“Good evening Ma’am, we would just like to confirm if you
would like us to dish out your used plates from the In
Room Dining?”

Task 15: Keep record of Lost and Found Items
STEP(s) STANDARD(s)

1. Record the left behind item in the e-helpdesk system once
it is reported. If it was left in a checked-out room, call or
inform the guest immediately. The time when it was found
and place where it was found should always be recorded.
The Lost and Found form should also be filled up for filing.

2. Unclaimed left behind items must be surrendered to the
Linen Room, while for valuable items, it must be endorsed
to the Duty Manager and be safe kept in the SDB.

3. The Lost and Found form should be signed by the one
who retrieved the left behind item.

Task 16: Manage Communication Center during Crisis Situation
STEP(s) STANDARD(s)

1. Upon receiving the call, immediately call the attention of
the Crisis Head on Duty and other departments concerned.

2. Monitor and record all the needed information from the
crisis:
a. Who was involved
b. What happened
c. Where did it happen
d. When did it happen
e. How did it happen
f. How and When was it solved

3. Inform all the gathered information and updates to the
managers and other concerned parties through text.
(e.g.:

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