Page 51 - STARTER KIT HELPDESK

STARTER KIT | Help Desk

4. Keep an alarm clock with you.

5. Do the wakeup call on the requested time for
individual guests and ten (10) minutes before the
time for the group.
“Good morning Mr. Smith. This is for your 6:00am wake
up call. Have a nice day.”

6. If after the second call and the guest did not respond
or answer, send the bellman to knock on his door to
wake him up.

7. Highlight or note in the WUC list all done wake up
call.

8. All “No answer” guest must be noted and relayed to
Duty Manager within 5 minutes for verification.

9. Update and close the service ticket.

Task 7: Handle and process other requests/service concerns of guests.

STEP(s) STANDARD(s)

1. When phone rings, lift handset and take the call following Helpdesk is accessible through only one (1) local number.
steps in Task 1-C.3 and using the approved
phraseology/ies. All telephone calls are answered within 3 rings and in a
friendly and enthusiastic manner.

All unattended phones must be diverted to proper channel.

No incidence of incomplete or inaccurate information

2. Get details of the guest caller, noting the name, room
number and time of call.

3. Listen carefully. Repeat the nature of guest concern to
confirm.

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

5. Call the responsible department and relay the message.

6. If request is delivered, call the guest to acknowledge the
delivery and verify if guest is delighted with the service.

7. For complaints:
7.1 Listen to the guest. No incidence of guest complaint on dissatisfaction on staff’s
7.2 Talk to the guest in a calm manner and where no indifference.
other guest could hear his/her complain.

Prioritize problem that would affect the external guest first.

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