SOP GM/ After-hours Phone Etiquette
Service Level
Why is the work described in the service level needed?
This is needed to ensure the GM/After-hours phone is properly monitored to allow good communication between guests and team members and provide the service level that guests expect at a Spacious Skies Campground.
What is to be done?
The phone is to be monitored during the hours when the office is not open, and when no one is there to answer the office phone.
Operation Standards
How will the work described in the service level be done?
Whoever is designated to be responsible for the phone that night will be required to keep the phone charged and the ringer on loud to ensure the calls can be answered as needed. In the case where a call is missed, determine if a voicemail was left by the caller. This will help to determine why the call was placed. If there was no voicemail left, call the number back to see if there is an issue or concern which can be corrected immediately. If it is something which cannot be addressed right away, politely inform the caller that this is a situation which will need to be handled in the morning when the office opens.