SOP – Housekeeping – 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.

• 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.