Page 57 - STARTER KIT HELPDESK

STARTER KIT | Help Desk

Task 16: Manage Communication Center during Crisis Situation

STEP(s) STANDARD(s)

1. Upon receiving the call, immediately call the attention of
the Crisis Head on Duty and other departments concerned.
2. Monitor and record all the needed information from the
crisis:
a. Who was involved
b. What happened
c. Where did it happen
d. When did it happen
e. How did it happen
f. How and When was it solved
3. Inform all the gathered information and updates to the
managers and other concerned parties through text.
(e.g.:
10-9: at Tradisyon; child with nose bleed at 1751H
10-23: Sir Roy and Nurse Rhey
10-24: Ms. Jianne Eimeerie Aquino; 3 years old bumped
her head at the mirror near Tradisyon; had an upper lip cut
& abrasion with minimal bleeding
10-25: Wound was treated with ice pack.
10-26: Crisis Solved at 1803H)

Task 17: Conduct Social Call

STEP(s) STANDARD(s)

1. At around 5:30-6:00PM, all in-house guest must be Log all social calls for proper monitoring.
contacted for social call. The goal of social calls is to know
any concerns from in-house guests.
“Good evening Ma’am. This is a social call from the Help Desk.
We would just like to ask if you need anything else in the
room?”
For MUR rooms:
“For tomorrow Ma’am, at what time would you like your
room to be cleaned?”
For buffet:
“We would also like to inform you that we will be having our
Mongolian Buffet at our restaurant from 6 PM to 10 PM. It
would be 280 pesos per Adult. If you would like to reserve
a seat, just dial “0”.

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