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STARTER KIT | Help Desk

5. If documents is for a non-registered guest with future
reservation:
a. Do steps a to d of Task 1-C.3.
b. Input a Message or Note on the guest’s reservation
and place a Task/Reminder on the date of check-in.
c. If guest is arriving on the same day, attach a copy of
the notice to his registration card.
d. Documents for guest will be safe kept at the Back
Office.

6. If documents is for non-registered guest without
reservation:
a. Do steps a to d of Task 1-C.3.
b. Check the Forwarding Address Index file
c. If the guest left a forwarding address or an
instruction, handle the letter according to the
instructions.
d. If there is no record in the forwarding address index
and the mail originates from the post office, place it
in the ALPHA rack for holding. Fax and telex are
returned to the Business Center with proper
notation.
e. If the letter, especially a letter document, was
delivered by a messengerial service, it must not be
accepted. However, the logbook for returned items
must be filled out with the remarks that it was not
accepted and was sent back to the messengerial
company. If the guest arrives unexpectedly, the
Mail and Information guest service agent calls the
messengerial company to deliver it to the hotel.

7. If document is for an employee:
a. Do steps a to b of Task 1-C.3.
b. Have Runner or Bell deliver all incoming messages,
letters, and documents to respective departments.
c. Receiver must sign on the logbook upon receipt of
the document noting the date and time received.

Task 6: Process wake – up call requests

STEP(s) STANDARD(s)

1. Answer call from guest (see steps in Task 1-C.3) or
attend to guest personally at the front desk.

2. Upon advice, write the guest name and time of No incidence of guest complaint on delayed wake-up calls.
requested wakeup call in the wake up calls (WUC)
list.

3. Prepare or open a corresponding service ticket for
the request details of the call.

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