Wake Up Call Procedure

The Hotel offers complimentary wake-up calls to guests. Guests can request a wake-up call by calling reception, making the request in person at the front desk, or noting it on their registration card.

Procedure

Logging Wake-Up Calls

1. Log all wake-up call requests on the designated "Wake-up Calls and Taxi Booking" form found on the clipboard to the left of the reception area (below the intercom).

2. Clearly write the wake-up call time, room number, guest surname, and your initials. Verify all information against iHMS to ensure accuracy.
3. Highlight the logged wake-up call using a highlighter.

Actioning Wake-Up Calls

1. At the start of your shift, review any logged calls and ensure the alarm clock is set for the next scheduled call.
2. At the requested time, call the room. Double-check that the call is for the correct room, guest, and time. Use the following script: "Good morning, this is your wake-up call."
3. Once the call is completed, add your initials to the final box on the log.
4. After completing all calls, attach the form to the GSA's movement sheet.
5. If a guest does not respond to the wake-up call, follow these steps:
1. Attempt the call again immediately.
2. Retry the call after 5 minutes.
3. If there is still no response, the Duty Manager should go to the room and physically wake the guest up, adhering to the following:
1. Knock on the door three times and announce yourself before entering.
2. Make every effort to wake the guest without physical contact.
3. As a last resort, gently touch the guest to wake them. If this is necessary, document the incident in the Duty Log.