STANDARD OPERATING

PROCEDURE

WAKE UP CALL REQUEST

TASK NUMBER: 010/SOP/FO/GWKG/2017
EFFECTIVE DATE: January 2017
DEPARTMENT: Front Office
DIVISION: Room
REVISED DATE:

Objective:
1. To ensure front office team member are giving an excellent service for the guest who are
required for wakeup call request by taking the right detail information about the guest
2. To increase guest satisfaction

WHAT/ STEPS HOW/ STANDARDS

1. Guest Request
2. Log in the request
Upon receiving a request for a Morning Call, inquire from the guest
for his name and room number, and verify this against the Realta.
Always repeat the guest’s name to ensure that the correct room has
been found
Use phrases such as :
“Mr __, may I have your room number, Please?”
- ask for the date(s) and time(s) the wakeup call is needed
- Always ensure that the time of the day is also confirmed, i.e.
morning, afternoon, evening, or use a.m. / p.m..
- inquire again if the wakeup call is needed for the next day
only, or for everyday of guest’s stay
- always offer a Second Wake Up call to the guest
Use Phrase such as:
“May I inquire when you would like the wakeup call?”
“Will that be 6.00am tomorrow morning or would
Input the wakeup call request in to tracing in Realta and wakeup call
log sheet

Prepared By: Signature: Approved By: Signature:

 Dedi Wahyudi Iyok Supriyatna
Front Office Manager General Manager