Page 40 - STARTER KIT HELPDESK

STARTER KIT | Help Desk

Operating Procedures and Standards

Department : Front Office Department
Section : Help Desk
Responsible Staff: Help Desk Staff
Accountable Head: Help Desk Supervisor

Task 1: Handle and use properly the property management system and Front Office equipment

STEP(s) STANDARD(s)
Each Help Desk Personnel should be able to operate all
equipment and systems at the Front Office as follows:

A. Property Management System (PMS)
1. Always ensure that the Front Desk and
1. Get your own log in details (username and Housekeeping are updated on changes in the
password) from the System Administrator. system during operations.
2. Study the system manual.
3. Ask your superior for any unclear items and
procedure.
4. Be up-to-date on every system updates.

B. Electronic Key System (for guest room keys)
1. Always confirm the guest’s name before issuing the
1. Issuing Guest Key Card Key Card.
1.1 At the FO computer, log in to the Electronic Key
System
1.2 Place the keycard or the bracelet key on top of
the Keymaker
1.3 Encode room number
1.4 Adjust check-in/check-out details of the guest
1.5 Fill up guest information
1.6 Update number of cards or bracelet keys
needed
1.7 Once entries are complete and correct, Click
“Issue Card”.

2. Verifying Guest Card
2.1 At the FO computer, log in to the Electronic Key
System
2.2 Place the keycard on top of the Keymaker
2.3 Click “Verify Card”
2.4 Card details will be shown on the pop-up
window.
2.5 Once done, click “Close”

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