Sunday, 25 May 2014

Taking messages and handling complaints

Taking messages in HK control Desk:
 
While taking a message the following procedure has to be followed:-
  • Name of the person for whom the message is intended.
  • Name of the person leaving the message.
  • The contact number of the person leaving the messages.
  • Date, Time, and Initials.
  • Details of the Guest request / Messages.
  • Request forwarded to Staff.
  • Status of the request.
Sample guest request tracker formats.


  • Repeat and confirm the message / request with the guest/caller.
  • Pass on the message immediately to the concerned person or department. 
  • When taking a message, staff member has to ensure to collect accurate and adequate information and pass it on to the appropriate person.
  • Follow up with the concerned person and take update on the task until it is completed.
Handling complaints:
  • Do not argue with the guest.
  • The guest is always right.
  • Listen attentively to the guest and understand what is exactly wrong.
  • Write pertinent details down on the guest request tracking sheet.
  • Apologize for the inconvenience caused.
  • Rectify the situation if you can.  These are some instances where common sense will prevail and so as long as you are aware of the standard procedure of rectifying complaints.
  • Inform the Manager of all complaints immediately, even if you have successfully resolved the situation.
  • Note down the incidence on the log book and give handover to the next shift the issue is still not resolved.
  • Complaint has to be handled positively and with empathy for the guest, aspiring for 100% guest satisfaction as the outcome.
  • If the problem is out of your authority, inform the manager or Duty Manager.
  • Guest should be kept informed of the developments.
  • Record all the details in Guest Call Register.

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