SOP – Handling Wake-up calls for Guests
SOP Number: FO - 20 (SOP serial number and department code)
Department: Front Office - General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 20 Minutes
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.
Taking down Wakeup Call for guests:
In most of the hotels guests can set wakeup call from their room telephone, hotel mobile application or in-room entertainment system (T.V)
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 his 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.
Greet the guest as per the time.
Take down the below details on to the wake- up call log book / wakeup call register:
- Guest Name
- Room Number
- Wake up date
- Wake up time
- Any special request ( Eg: Tea / Coffee with wakeup call)
Repeat the details written with the guest again for re-confirmation.
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 the 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.
Performing Wake-up calls:
Print ‘Wake-up call Report’ sorted by time from the PMS for the required date.
Cross check with the wake-up call log book and make sure that there is nothing missing or not updated on the system.
Automated Wakeup call or 1st wakeup call would be performed by the EPBX automatically.
The 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.
If the Guest does not answer to the 2nd reminder call then try again after 5 minutes.
Security department to be informed in case the below:
- Guest doesn’t respond to the reminder call.
- Guest telephone is out of order.
- Guest telephone is having continuous engaged or busy tone.
One of the Front desk staff members to go along with the Security and knock the guest room to give the wakeup call.
All such incidents should be recorded in detail on to the hotel log book / incident book.
Duty manager should check the wakeup call report and the same to be filed on a daily basis
Training Summary Questions:
Q1. What all details to be noted down while taking a wakeup call request.
Q2. How can guest set a wakeup call by himself ?
Q3. What is the importance of wake up call in Front desk operations.
Q4. What to be done if guest doesn't answer the 2nd reminder call ?