Telephone & Wake-Up Calls

Purpose

To maintain a professional telephone service and ensure wake-up calls are delivered on time.

Scope

Applies to all incoming and internal calls at the Front Desk and Switchboard, and to wake-up call management.

Responsibility

Switchboard Operator and Front Desk Associate answer calls; Duty Manager monitors the quality.

Detailed procedure

1. Answer within three rings with the hotel greeting, time of day and your name.
2. Listen to the caller, confirm the purpose and transfer the call correctly.
3. If the person is unavailable, offer to take a message and record it accurately.
4. Deliver messages to the guest or room using the approved process.
5. For wake-up calls, record the room, time and date in the system or register and read the time back to the guest.
6. Place the call at the set time and repeat it after five minutes if unanswered.
7. If there is still no response, inform the Duty Manager or Security to check on the guest.

Standards and guidelines

• Calls are answered with a warm and professional tone.
• Guest room numbers are never disclosed to callers.
• Wake-up calls are placed on time without exception.
• Messages are delivered within 15 minutes.

Required records and documentation

• Wake-up call register
• Message log
• Missed call report
• Escalation record

Related images

Document control