Page 49 - STARTER KIT HELPDESK

STARTER KIT | Help Desk

3. If the person who wishes to leave a message is at the
counter, do Task 1-A, procedure nos. 1-6, or politely
direct him to the house phone to leave a voice message.

C. Handling mails, fax or similar documents
1. If a letter, fax or any similar document arrives, check if the
addressee is a registered guest or an employee.

2. Check both in-house guest list and guests with future
reservation in the computer.

3. If documents is for an in-house guest who is inside the
room:
a. Time-stamp the letter, fax or telex.
b. Double-check the number of pages as indicated in
the transmittal page.
c. Write the room number on the upper right corner and
call the guest.
d. Fill out the notice slip in two (2) copies (original –
Guest Copy;
Duplicate – File copy)
with the following details:
i. Name of guest and room number
ii. Time stamped
iii. Check item, e.g., fax
iv. Status, e.g. “received when you’re out”
v. Receptionist’s initials
vi. Guest’s Signature
e. If the guest wishes to have it delivered in his room,
inform Bell and hand over the document together
with the original notice slip for the guest to sign as
received.
f. Log it down in the STR (sent to room) logbook with
the following information:
i. Time
ii. Date
iii. Particulars
iv. Name of Bellman
v. Receptionist’s initials

4. If documents is for an in-house guest but is out of the
hotel:
a. Do steps a to d of Task 1-C.3.
b. Documents for guest will be safekept at the Back
Office.
c. The notice slip is either slipped through the door or
handed to guest upon arrival so the latter can claim
it.
d. Upon claiming, guest must give the notice slip to the
Receptionist who shall get the corresponding
document and give it to the guest.
e. Ask guest to sign the File copy of the notice slip as
proof that he/she received the document.
f. Record it on the logbook and file the signed notice
slip.

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