Page 53 - STARTER KIT HELPDESK

STARTER KIT | Help Desk

Task 10: Deal with prank callers or threat calls on a professional manner considering being alert on
calls that might place the hotel’s security at risk.

STEP(s) STANDARD(s)

1. Upon receipt of a malicious call, stay calm, professional
and alert.

2. Note down the caller ID number and activate the
recorder, if available.

3. Attempt to transfer the call to the Duty Manager or the
most senior executive present.

4. Should the caller refuse to be transferred, try to prolong
the conversation (pretending difficulty in hearing) and
obtain as much information as possible, as follows:
a. Caller’s identity – name, address, gender,
approximate age (adult or juvenile)
b. Voice Characteristics – high/low pitch, loud/soft,
intoxicated, nasal, stutter,
c. Command of the language – poor, fair, good,
excellent
d. Accent – foreign or local (ethnic distinction)
e. Psychological state – calm, angry, hysterical,
serious/laughing, rational/irrational,
deliberate/emotional
f. Background Noise – quiet/noisy, office or factory
machines, trains, airplanes, music, street noise,
animal noise

5. Do not tell other employees to avoid unnecessary panic
or commotion.

6. Notify the Duty manager or Crisis Management Head

Task 11: Accomplish daily reports and submits to Front Office Manager

STEP(s) STANDARD(s)

1. Ensure all service tickets are recorded and updated in Ensure all tickets are updated and closed.
the Daily Monitoring Sheet.

2. Categorize and summarize the items in Daily Monitoring
Sheet as to:
a. Particulars
b. Frequency of request
c. Service Time Delivery

3. Identify and summarize the top ten or top twenty of the
following:
a. Frequently requested items
b. Common concerns/issues

48