WAKE-UP CALL PROCEDURE

OBJECTIVE:

To ensure that guest wake-up calls are accurately recorded the night before

To ensure all wake up calls are actioned at the correct time to avoid guest inconvenience and delay

POLICY:

All guests who have requested for a wake-up call would be given personalized wake up calls

The wake- up call request may be received by the Telephone Operator or any other Guest Services Agent.

Pick up the call within 3 rings and use the greeting standard

PROCEDURE:

All guests who have requested for a wake-up call would be given personalized wake up calls

The wake- up call request may be received by the Telephone Operator or any other Guest Services Agent.

Pick up the call within 3 rings and use the greeting standard

“Good morning/afternoon/evening, Operator, How may I assist you?

When receive the guest request for wake up call, note down straight away the room number

Ask for the wake up call time

“May I know what time you would like to wake up please?”

Ask for the repeat of calls

“Would you like a reminder call or one time only, Sir/Madam? How long would you like between the reminder call?”

Confirm the room number, wake-up call time, times of calls, date and gaps

We need to confirm the room number as it is not always the room which the caller’s calling from is the room would like to be woken up

Wish the guest a good sleep

“Thank you very much for your call and have a good night”

Wake Up call requests are to be recorded in the Wake up call sheet kept with the Telephone Operator.

The Telephone Operator Cabin would be manned from 06:30 AM to 22:30 after which the operator calls would be transferred to the reception.

All wake- up call requests received by others before 22:30 are to be communicated to the operator so that they can be recorded in the wake up call sheet.

Before leaving for the day the Telephone Operator would update the wake up calls into the Wake-up call sheet and hand it over to the night shift

Any new wake up calls would be recorded by the night Receptionist on the same sheet.

The night Receptionist will short the calls by time and does the wake up calls

He would call to the guest room

“Good morning Mr/Ms… This’s your wake- up call at (TIME) please”

Then he should continue the reminder call if requested and another wake up calls to other rooms ordered

The night Receptionist would keep an eye on any failed wake up calls

If after 3 times calling without answer from the guest, he should inform to the Manager on Duty and security to come to the guest room for checking, as it might the guest is sleeping so deep or something happened, then ensure the guest is woken up

At 06:30 AM he would hand over the sheet back to the operator.

The operator would keep continue the left wake-up calls if any.

INFORMATION NEED FOR A WAKE UP CALL

Room number

Time (exactly AM or PM). Should double check with guest or Tour guide

Date of Wake Up Call

How many times (Reminder Call)? How long to repeat the calls?

Special requests, if any.