STANDARD OPERATING PROCEDURE CHECK HOTELS EMAIL TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: IME TO TRAIN: BC-0002 Business Center January 2005 If I receive an email via the Hotel mailbox, I expect to have the message delivered immediately My main priority is that the message is treated confidentially and actioned swiftly by the person most suited to answer my query 25 minutes Why is this task important for you and our guests? Answers: People send emails to the hotel which are important and they expect them to be actioned swiftly These emails can include room reservations and other important information for guests I appreciate that by checking the mail box frequently, messages are actioned swiftly and information will not get lost Task – Check Hotels Email Page of WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Check Check Hotel email at least times each day Why I have to check the email times a day? 2) Receiving mail for in-house guests If you receive an e mail for an inhouse guest, print the mail Why I have to print the mail? Put the mail into the an envelope Check the name and note the room number and name on the envelope 3) Receiving mails for other Departments If you receive a mail for other Departments, please forward this mail immediately Keep the mail for 24 hours Delete the mail after this time 4) Log and handling Why I have to keep the mail for 24 hours? Log the - receiving time - date - name - room number into the Log Book If the guest is not in-house (not Task – Check Hotels Email Why I have to forward the mail? Why does a guest receive a mail if Page of WHAT/ STEPS HOW/ STANDARDS checked in) note the arrival date in the Log Book and on the envelope, hand the envelope over to the Concierge so he/she can hand over the message to the guest on arrival If the guest has checked out and there is no further reservation for the guest within the next days, send the mail back to the sender and inform him/her: TRAINING QUESTIONS he/she is not in the hotel? DRILL LANGUAGE Prepare standard answer Dear Madame/Sir, Please be informed, that Mr/Mrs…… have/has left the hotel For this reason we are not able to deliver your mail as What might the guest write back? requested OR We have a reservation for Mr/Mrs…… in the next … day(s) We can retain the message and deliver it to Mr/Mrs when he/she arrives If you would prefer an alternative action, please contact us We will keep this message for 48 hours Kind regards, (Name) Why is it important to handover this information to the next shift? If there is no reply, delete the Task – Check Hotels Email Page of WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS message in the mailbox and destroy the printed message in the shredder within 48 hours Keep the message in a separate file in an envelope Hand this information over to the next shift 5) Delivery If the guest is in-house, call the Why the email have to be Concierge and ensure the envelope is delivered with this time? delivered to the guest room within 15 minutes Summary questions: a) What is the Hotel email used for? b) What is a good time to check the emails? What is the procedure for receiving an email for a guest? What is the procedure for receiving emails for other departments? a) Is it necessary to log the email? If so, what information must be logged? b) How long must you keep the email? What is the standard for delivering an email to a guest? Now ask the Trainee to practice the Task from start to end to test competency Task – Check Hotels Email Page of ...WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Check Check Hotel email at least times each day Why I have to check the email times a day? 2) Receiving mail for in-house guests... the guest is not in-house (not Task – Check Hotels Email Why I have to forward the mail? Why does a guest receive a mail if Page of WHAT/ STEPS HOW/ STANDARDS checked in) note the arrival date in... important to handover this information to the next shift? If there is no reply, delete the Task – Check Hotels Email Page of WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS message in the mailbox and