Page 55 - STARTER KIT HELPDESK

STARTER KIT | Help Desk

Task 13: Keep Helpdesk area clean and sanitized

STEP(s) STANDARD(s)

1. Observe 5S + 1 (Sort, Systematize, Sweep, Computer monitor and telephone are on the Help Desk table
Sanitize, Self-discipline, and Sustain) top.

2. Arrange things in order inside the FOC and FDC
drawer or cabinet.

3. Clean keyboard and see to it that no other items are
on the desk.

4. Throw trash in the trash bins.

5. Keep scratch papers that may or will still be used
orderly in one place.

6. Shred all scratch papers with confidential
information.

Task 14: Use the Helpdesk logbook as reference and in-between shifts communication

STEP(s) STANDARD(s)

1. Open the logbook and read turnovers. Logbook is read 10 minutes prior to actual duty time.
No instance of not reading the logbook.
2. Acknowledge turnover entries after reading/ finishing it. Initial/sign all log acknowledged entries.

3. Prior to going off duty, ensure that all guest requests, All turnovers must be written in the logbook.
complaints, requirements, instructions by the managers,
etc., have been handled and that all promises made have Logbook must always be returned to its proper place after
been kept. reading/using it.

Specifically note the following on the logbook:
- Guest request/s or requirements
- Guest complaints and incidents
- High balance accounts
- Special reminders, announcements and important
memos and notes such as errors
- Actions to be taken such as:
▪ For room transfers
▪ Transfer arrangement
▪ Island activity bookings
▪ Items for delivery
▪ Items for follow-ups
▪ Things to be picked up by guest/ personnel

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