Detailed Explanation of Visitor Feedback, Parking, and Switchboard Services

★ Front desk staff should turn off the message light promptly after confirming that the guest has understood the message.

★Front-of-house staff should check the keys and mail racks daily and, if they find any message slips still inside the locks, they should...

Check if the message light for that room number is off. If the message light is off, you can find it in the key or mail rack.

The message form is invalid; if the message light is still on, the guest should be contacted by phone to convey the message.

Inform guests; if guests are not at the hotel, keep the message light on and leave a message slip, waiting for the guests to return.

It is important to note that the message form must be in triplicate to ensure that guests are informed of their visit through three different channels.

Guest message content: I received a message sheet when I picked up my room key from the information desk; I found the message sheet upon entering my room.

If a guest room's message light is on, inquire with the operator or information desk to find out the message's content and ensure [the message is kept clear].

The message was delivered flawlessly.

**2.** **Guest Comments**

"Guest Messages" are messages left by hotel guests for visiting guests.

If you wish to leave a message for visitors, including those who call, you will need to fill out a different type of message form, namely, a "Guest Message Form".

"Message List". The following aspects should be considered when providing guest message services:

★The guest message form has two copies, one for the information desk and one for the telephone switchboard; if a guest visits, the service department will also keep one copy.

Staff are responsible for informing visitors of the content of their messages.

★The guest message form clearly states the valid time for messages. If no message is received after the valid time, it will be ignored.

Upon receiving a new notification from the person who left the message, the message form can be cancelled.

★To ensure the accuracy of information, please take notes and fill out a message when receiving voicemail messages.

When guests leave messages, listen carefully to avoid making mistakes; after the guest finishes speaking, repeat the main points.

Obtain confirmation from the other party; if you don't understand the guest's foreign language, don't pretend to understand, so as not to delay the important matters the guest has entrusted to you.

Whether it's a visitor's message or a guest's message, the message form must be neatly written, correctly worded, and clearly convey the meaning.

The expression should be complete. Furthermore, to be responsible to our guests, if we cannot confirm whether a guest is staying at our hotel, or although...

If a guest has stayed at this hotel but has checked out, we cannot accept messages from that guest (unless otherwise authorized by the guest).

outside).

Generally, messages are recorded at the front desk or switchboard and then forwarded to the front desk, where they are then sent to customer service.

The message is retrieved from the service center and then delivered to the guest room. Typically, hotels require that faxes and messages be handled promptly, regardless of how busy they are.

It must be delivered to the guest room within 15 minutes. Front desk staff should ensure guests are aware of the message's content.

Keep the message light on until the guest receives the message form; when providing the message service, be mindful of the guest's privacy.

The person's information must be kept confidential and not disclosed casually.

**IX. Parking Services**

To accommodate guests with cars, the hotel's main business, in addition to receiving guests, also needs to provide comprehensive parking facilities.

Car services are provided to enhance the satisfaction of hotel guests. The hotel's parking services primarily include the following:

**1.** **Guidance Service**

★Service staff should clearly indicate the location of the parking lot to guests who arrive by car, especially for first-time visitors.

The arriving guests.

★When large vehicles need to stop, at least two people should be present to direct traffic from the front and rear, and other traffic should be temporarily controlled at the same time.

To ensure smooth parking for vehicles that are in motion.

★When parking lots are unavailable due to excessive parking, persuade guests to use nearby parking lots.

**2.** **Ride-hailing service**

When using the hailing device on the lobby wall to hail a taxi, repeat the process at least three times.

When calling a taxi, please inform us if you have a parking ticket.

If there is a delay, the situation should be explained to the guest after timely confirmation.

The vehicles were guided out and parked in front of the guests.

**3.** **Parking Services**

★When receiving the car keys, record the guest's departure time, car number, and type of business, and remember the guest's appearance.

★ Hang up the key with the tag recording the vehicle number, vehicle type, and guest's name in sequence, and store it in the safe.

★When guests depart, service personnel should wait at the door to ensure they can drive away promptly.

Remember the location where the guests parked.

Generally speaking, cars are valuable property belonging to guests and require careful management by the hotel. Therefore, when hotels provide...

When providing parking services, in addition to ensuring orderly parking and sufficient parking spaces, it is also necessary to ensure that vehicles...

Vehicle safety.

**X. Switchboard Services**

Switchboard service is a major service offered by the front desk, and it includes the following services:

**1.** **Call Transfer and Voicemail Service**

The call forwarding service includes external calls connected to the hotel, including local and long-distance calls, as well as hotel-specific calls.

The internal call transfer and voicemail service procedures are as follows:

★When transferring a call, operators must first listen carefully to the caller and ask for their name.

And telephone matters, and verify whether the tenant is the person the caller is looking for.

★ Ask the guest for their opinion before transferring the call. If the guest says they are okay with it, you can call them.

The person politely declined.

★When transferring a call, say "Please hold." If the caller needs further assistance, such as leaving a message, etc.,

When answering a call, the operator should say, "Please wait a moment, I'll connect you to the ×× department." During the call transfer process, the operator must provide...

Provide appropriate explanations to the guests.

★After the call is transferred, if no one answers, you must call the caller after half a minute (five rings).

The message reads: "Sorry, no one is answering the phone. Would you like to leave a message?"

★Please transfer any calls that need to leave a message for guests in their rooms to the front desk information desk.

In addition, all messages left for hotel management (outside of working hours or when no one is available in the management office)

When answering, all responses must be clearly recorded by the operator (repeated and confirmed) via paging or other means.

The message should be relayed to hotel management as soon as possible.

**2.** **Answering inquiries and providing telephone assistance**

Guests often make various inquiries to the hotel switchboard, and when a guest needs a certain service and requests assistance from the switchboard...

The operator should immediately contact the relevant department to promptly meet the customer's request. The procedure for inquiring about telephone services and...

The specifications are as follows:

★ For frequently used phone numbers, operators must be able to answer fluently to provide quick inquiry services.

★If the caller requests a phone number that is not frequently used, the operator must ask the customer to hold the line for a moment to receive the most efficient service.

The procedure is as follows: The customer inquires about the number, and once the number is confirmed to be correct, the customer is notified promptly. If a longer time is required, please...

The customer leaves their phone number; once verified, the customer will be contacted by phone to inform them.

★When receiving a call inquiring about the address of a specific organization, the operator must first confirm that the customer has the necessary telephone number for that organization.

Phone number.

★If you need to inquire about a guest's room phone number and all the front desk phones are busy, the operator should contact...

The computer is used to search for guests. However, it's important to maintain guest confidentiality and not disclose the guest's room number. You can ask the guest to check the room number after connecting.

The guest spoke directly to him.

**3.** **“Do Not Disturb by Phone” Service**

This is a special service offered by the hotel, and guests can request it from the hotel based on their specific needs.

Requirements. The procedures and specifications for this service are as follows:

★ Operators should record the names and room numbers of all guests who request to be left alone in the shift handover log.

Also, please specify the time when you received the notification from the guest.

★Operators who receive the notification must lock the phone number through the call center and simultaneously send this information.

All on-duty personnel should be notified promptly and accurately.

★When a guest requests to cancel "Do Not Disturb," or when a guest returns to their room after being out, the operator will be notified.

The locked phone number should be released immediately through the call center, and the cancellation symbol should be marked in the shift log.

√ and time;

★During Do Not Disturb periods, if the caller requests to speak with a guest in the room, the operator should relay the relevant information.

Politely and accurately inform the caller, and suggest that they leave a message or wait until they cancel "Do Not Disturb" before calling again.

**4.** **Wake-up call service**

Wake-up services mainly come in two forms: manual wake-up and automatic wake-up, and are currently widely used.

The service procedures and specifications are mainly as follows:

★For any guest who requests wake-up service, the staff should register and record their room number and wake-up time.

On the "Guest Wake-up Registration Form".

★ Night shift and early shift staff must hand over their duties properly and wake up guests on time according to the time on the "Guest Wake-up Registration Form".

★When waking guests, politely repeat in both English and Mandarin: "Good morning, it is now..."

"At [time] in the morning." If no one answers the phone for a period of time, such as five or ten minutes, the floor staff should be asked to go to the building.

Knock on the door until the guest is awake. For guests who wake up late, tell them: "Sir (or Madam), please press the wake-up call button."

"How many minutes late have you gotten up?"

★ Record the time guests wake up late in the file. This can be used as an explanation if guests complain in the future.

If the hotel's switchboard has an automatic wake-up call function, then after filling out the wake-up call service record,

Enter the room number and wake-up time into the computer.