Department: Front Office - General. It is very important to handle wake up call accurately and promptly for guests in hotel font desk operations, If Front desk staffs fails to give the wakeup call to guests then this can lead to inconvenience to guest eg: Missing flights or important meetings and lead to guest dissatisfaction.
In most of the hotels guests can set wakeup call from their room telephone, hotel mobile application or in-room entertainment system T. Proper instructions must be displayed on the telephone instrument, TV screen or on a tent card next to the telephone or in-room entertainment system. The procedure of setting the wake-up call from the room must be well aware to all front desk staff, in case the guest asks for the same then the staff should be able to give clear instruction.
Once the guest enter the wakeup call from his room the information will be updated to the EPBX system and also to the front desk property management system If an interface is available between telephone system and property management software. Even if guest had set the wakeup call on After Midnight - Fancy - Gold own from the in room telephone, the front desk or guest service staff should always give the guest a reminder call manually.
Guest can also give the wakeup call request directly to the front office staff at the reception or calling from the room. Wish the guest a pleasant continuation when leaving the counter or at the end of the call.
Eg: Good night, Have a nice day ahead etc. Call the Room service and inform them about the special request if any. Note down the name of Room - Click Box - Wake Up Call Room service staff to whom the information was passed. Update the details on the PMS property management software by accessing the reservation record for this room. This step may vary according to the property management system the hotel is using.
Cross check the details entered on the PMS with what is written on the wakeup call log book. Cross Room - Click Box - Wake Up Call with the wake-up call log book and make sure that there is nothing missing or not updated on the system.
Room - Click Box - Wake Up Call Reminder wakeup call or follow up call or 2nd Wake-up call need to be performed by the Front desk staff or the telephone operator. Once the 2nd wakeup call is completed ticket mark that reservation on the report and update the remarks section on the report. One of the Front desk staff members to go along with the Security and knock the guest room to give the wakeup call.
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