国际酒店管理前厅部接线生 FO094-叫醒服务Wake-up Calls

1、国际酒店管理前厅部接线生STANDARD OPERATION PROCEDURESPolicy No.: FO094 Department: Front OfficeSection: Telephone Operator Prepared by:Signature: Issued by:Signature:GM approval:Signature:Effective Date: August 2003Supersedes:Distribution: SOPWake-up CallsPurposeWake up calls are extremely important as a guest

2、service. Guest depends on them for keeping their appointments and schedules. Missing appointments and disrupting schedules can cause guests needless problems with family obligations. Dissatisfied guests may loss of business for the hotel. PROCEDUREHandling the RequestsYou must accept requests for wa

3、ke-up calls graciously and record them accurately. Requests for wake-up calls are recorded continually and should be monitored to ensure that the time is set for all listed calls.Placing the Calls Received these calls is of the utmost importance to each guest, and they must be completed at the desig

4、nated time. Following up on any unanswered calls must be done for security of the guest as well as to complete the wake-up call list Handling Steps The step involved in accepting requests and in placing calls is outlined in the following:Record the guests name and room number underneath the requeste

5、d time heading on the wake-up call list.“Ms Chen, we will call you at 6:30am tomorrow morning. Your room number is 713. Thank you and Good Night.”Enter requests for unlisted times in the “Special Calls Area”. Check the guests name and room number against the telephone information system for accuracy

6、.For the hotel with switchboards that show the origination number of the call, verify this number with the guest in case he/she is calling from another extension.Repeat the guests name, room number, and wake-up call time to the guest and use an appropriate ending phrase.Set time for the requested wa

7、ke-up call in the “Remind-O-Timer” and telephone operator needs to set another wake-up time which is 5 minutes behind the guests wake-up time requested, just to be on the safe side.Placing the wake-up call by calling the guests room number. Greet the guest by name and give the time and the weather f

8、orecast.“Good Morning, Mr. Chen, this is your wake-up call at 6:30am. The temperature today is 25c degree and the weather is fair. Have a nice day!”Draw a single line through the room number on the wake-up call list.Handling Unanswered Wake-up CallsIf there is no answer to a requested call, try agai

9、n in a one to 5 minutes span. If there is still no answer, and send bellboy to knock on the door.If the knock on the door is not answered, the guest is not located on the property, and the guest has not checked out, notify your supervisor or the Assistant Manager on duty. The Assistant Manager will open the guestroom with the Security Department.Document