PH - FOH - Wake Up Call

• Conducted on

  Date

• Prepared by

• Location
  Address

Operating Sequence

Wake Up Call Request

• Operator uses guest´s name at least once prior to closing: “Good morning Mr/Mrs (…) my name is (…)”.

  Yes

  No

  N/A

• Operator asks appropriate questions and replies in a professional manner. Request guest´s following information: Day & Time requested for the wake up call/Last Name/ Room Number. “Could you please inform me the day and time you want your wake up call?” “May I confirm your room number, please”

  Yes

  No

  N/A

• Operator anticipates guest´s needs or offers a personalized recommendation. Reconfirm with the guest (room number and last name).

  Yes

  No

  N/A

• and wake up call information. Request the guest´s permission to send someone to the room in case there is no answer on the phone to avoid inconveniences: “Thank you very much Mr (...) I confirm the information given (...)”. You want the wake up call service at (...) your room number is… “

  Yes

  No

  N/A

• Operator addresses guest by name during closing. “Mr…….It has been a pleasure to help you have a good M/A/N".

  Yes

  No

  N/A

Wake up Call

• Operator uses guest´s name “Good morning Mr/Mrs (…) my name is (…)”.

  Yes

  No

  N/A

• Operator includes time of call: “Confirming your wake up call at (…)”.

  Yes

  No

  N/A

• Operator anticipates guest´s needs or offers a personalized recommendation: “Mr/Mrs. (…)would you want me to call back in 5 minutes?”.

  Yes

  No

  N/A

• "Operator includes other pertinent information, such as weather and offers a personalized recommendation.

  Yes

  No

  N/A

• “We expected a beautiful sunny day with 25° to enjoy our watersport activities”

  Yes

  No

  N/A

• “We expected a perfect day with rain to visit our Spa”"

  Yes

  No

  N/A

• "Operator addresses guest by name during closing.

  Yes

  No

  N/A

• “Mr/Mrs…it has been a pleasure to wake you up. Have a nice day”"

  Yes

  No

  N/A

Service Standard

• Service is available 24/7.

  Yes

  No

  N/A

• Services number is answered within three rings.

  Yes

  No

  N/A

• Call is received within five minutes of requested time.

  Yes

  No

  N/A

• Call is a live message

  Yes

  No

  N/A

• Live message includes a warm and sincere greeting.

  Yes

  No

  N/A

• Live message includes the use of guest´s name

  Yes

  No

  N/A

• Live message includes time of call

  Yes

  No

  N/A

• Live message includes other pertinent information, such as weather.

  Yes

  No

  N/A