SOP Intercontinental Group Business Center Outgoing and incoming fax41635

STANDARD OPERATING PROCEDURE

OUTGOING AND INCOMING FAX
TASK NUMBER:
DEPARTMENT:
DATE ISSUED:
GUEST
EXPECTATION:
TIME

TO

TRAIN:

BC-0001
Business Center
January 2005
I am expecting professional service from professional people in the
Business Center. I want to have my documents handled as I would in my
own office.
25 minutes

Why is this task important for you and our guests?
Answers:
1. Guests are sending important information and are requesting professional handling.
2. Guests are not in their office, but are awaiting secretary services.
3. I know how to handle a Fax or other confidential information.

Task – Outgoing and Incoming Fax

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WHAT/ STEPS

HOW/ STANDARDS

TRAINING QUESTIONS

1) Greeting

“Good morning. Afternoon. evening
Madame/Sir how can I help you”.

DRILL LANGUAGE

2) Verification

Verify the guest’s name and room
number as well as always repeat the
Fax number.

Why do I have to verify the Guests
name, room number or fax number
?

3) Charges information

Advise guest of the cost.

Why is it important to advise the

guest about the cost?

4) Additional Service offered

Ask the guest whether he wishes to
wait or have the original fax
delivered to the room or another
area.
Why do I need to handover the fax
in an envelope?
Always handover the sent fax in an
envelope.
What should I do when the Bell Boy
has no time?
If the guest wants to have the fax
delivered to the room, put the fax in
an envelope, note room number and
name of the guest and call the Why do I have to send the fax
Concierge for delivery.
immediately ?
Send fax immediately.

3) Billing

Task – Outgoing and Incoming Fax

Prepare a Business Center bill. Does every guest need a bill?
Always ask the guest to sign after
you indicated the price for sending
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the fax.

WHAT/ STEPS

HOW/ STANDARDS

TRAINING QUESTIONS

4) Confirmation

Obtain Transmission Report from the Is a transmission report important?
Fax machine to give to the guest with What can I see on this report?
the sent fax in an envelope.
If the guest is an in house guest, post
the charges to the guest folio right
away, and ask him/her to sign the
bill.

5) Sending a Fax for external
guests of guests without a
guest room ( Conference or
Restaurant guest)

If the guest is not staying in the
hotel, ensure you receive an
immediate payment and provide a
receipt.

6)Log & Filing

Log in the Outgoing Fax Book. Why do I need a log book?
Guests’ name, room number, total
pages, destination number and
transmission results.
Why do I need to file the transmission
report after every shift?
File summary report from fax
machine after every shift

7) Handling an incoming fax

Upon receipt of a fax, check the What do I have to do if the guest is
computer to determine the room not in the hotel?
number of the guest or his/her arrival

Task – Outgoing and Incoming Fax

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date.

8) Recording incoming fax

WHAT/ STEPS
9) Incoming Fax for checked out
guest

Record on Incoming Fax Log Book.
What is the reason of recording
a. Time received
incoming fax?
b. Pages
c. Guest name & Room number or
arrival date.
d. Sender
e. Fax Number

HOW/ STANDARDS

TRAINING QUESTIONS

If the fax received is for a guest who
has checked out or there is no
reservation under that name, send a
fax back to the sender. e.g.
DRILL LANGUAGE
Mr. XXX has already checked out of
the hotel, please advise should you
wish us to keep the facsimile.
Sometimes, the Concierge knows a
guest, so it is important, that the
Business
Center
informs
the
Concierge about this fax.

10) Additional information

If there is no reply, then destroy the Why do I need to destroy the fax
fax after 72 hours.
DO NOT THROW THE FAX IN A
RUBISH BIN ALWAYS PUT THE

Task – Outgoing and Incoming Fax

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FAX IN A SHREDDER
11) Charges for incoming a fax

All incoming facsimiles are free-ofcharge

Why do we not charge for incoming
faxes?

Summary questions:
1. How do I acknowledge a guest who is waiting when I am already serving someone else?
2. What might happen if I do not take time to verify the guest name, room number and fax
number?
3. What information must be told to all guests?
4. a) Can I throw the transmission fax away?
b) How do I present the fax if I have run out of envelopes?
5. How do I charge a guest who is not staying with us?
6. What happens if I forget to log into the log book or forget to file the transmission report?
7. What’s the first thing I do when an incoming fax arrives?

8. If it is busy do I still have to record an incoming fax?
9. What should I do if the guest has checked out and a fax arrives for him?
10.
How are all faxes to be destroyed?
11.
What is the charge for an incoming fax?
Task – Outgoing and Incoming Fax

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Now ask the Trainee to practice the Task from start to end to test competency.

Task – Outgoing and Incoming Fax

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