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STARTER KIT | Help Desk

5. Update each service ticket for every changes until
completion of the request or resolution of the concern.
All service tickets must be closed within the same shift, or
6. Close the service ticket of every completed request or turned over to the next shift if still open.
resolved concerns.

7. Log all open tickets for turn over to the next shift.

Task 5: Handle messages and queries about guest.

STEP(S) STANDARD(S)

A. Handling Call Messages: In-house guest messages, be it personal or business, must
1. Have the guest message form and pen handy at all be handled properly, and promptly and correctly delivered
times. or relayed to avoid any personal inconvenience or business
loss to the guest, and any consequent implications to the
2. Check in the computer if guest is registered or with hotel, and of course, employees in the end.
future reservation. If not found, advice the caller or
visitor if he still wishes to leave a message.

3. Fill out the guest message form with the following A message is being left for three (3) main reasons: guest is
details: either not in the room, is not yet registered or guest does
a. Guest name not want to be disturbed in a given time.
b. Guest room number, if registered
c. Caller or visitor’s name Message received thru phone should be recapped or
d. The message, written legibly. repeated for correctness.
e. Caller’s telephone number, if any.

4. Input/type message in the System.

5. Print message in 3 copies for distribution: One -
Guest copy to be sent to the room
Duplicate – Guest Folio copy
Triplicate - File copy

6. Log in the STR (sent to the room) logbook the
message you gave to the bell captain for delivery
with the following details:
a. Date & time
b. Guest name & room no.
c. Message/Particulars
d. GSA’s initials
e. Name of bellman

B. Handling Voice Messages
1. Advise caller that he can leave a message in the
telephone answering machine. Explain to the caller that
after the ring, the answering machine will activate and an
instructional voice will be heard. He can leave the
message after the tone and his voice message will be
recorded.

2. Transfer the call to the guest room.

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