2.04 Front Office, Standard Operation Procedures, 227 Pages

Standard Operation Procedures

Room Division

Front Office

Agenda

1. Service Experience 1. 1. 1. 1. 1. 1. 1. 1. 1. 1.

01 Company Introduction & Mission Statement 02 Benefits Of Training 03 Objectives Of Standards 04 Ethics 05 Achievement Reviews 06 Personal Hygiene 07 Personal Grooming 08 Prevention Of Accidents – First Aid 09 Do’s & Don’ts 11 Preparing Staff Roster

2. Preparation Experience 2. 2. 3. 2. 2. 2. 2. 2. 2. 2. 2. 2. 2.

01 Social Skill 02 Activities Prior To Starting Shift 03 Preparing For And Taking Over Shift 04 Closing Shift 05 Conducting Briefings 06 Finding A Clean Room In Fidelio 07 Procedure For Cutting Keys 08 Preparing Welcome Packs And Cards 09 Preparing For Individual Arrival 10 Preparing For Group Arrival 11 Using The Trace Report 12 Inserting A Trace For A Guest Not Having Arrived 13

3. Commercial Experience 2. 3. 3. 3. 3.

01 Client Visit To Hotel 02 Telephone Enquiry 03 Follow Up A Sales Call 04 Sales Call Visit 05 Closing A Deal

4. Reservation Experience 4. 01 Guest Call The Hotel 4. 02 Accommodation Request 4. 03 Sold Out Status 4. 04 All Agents Involved

5. Arrival Experience 5. 01 Air Transfer 5. 02 In Front of the Hotel 5. 03 Welcoming The Guest / Entering The Hotel 5. 04 Registration/Check In At The Desk 5. 05 Registering Guests 5. 06 Registration Procedures 5. 07 Group Check In 5. 08 Method Of Payment At Check In 5. 09 Billing Instruction During Check In 5. 10 Room Type Not Available 5. 11 Room Not Ready 5. 12 Turn Away Guest 5. 13 Full Guest Room Situation 5. 14 Public Area First Impression 5. 15 The Concierge Desk / Service 5. 16 Personal Assistant 5. 17 The Corridor First Impression 5. 18 The Room First Impression 5. 19 No Show Policy 5. 20 Frequent Flyer Guest

6. In House System 6. 01 Entering A Message In Fidelio 6. 02 Routing Instructions In Fidelio 6. 03 Checking For Guest Messages 6. 04 Rate Change, Rate Increase 6. 05 Posting During Guest Stay 6. 06 Handling Multiple Accounts 6. 07 Transferring Charges From Room To Room 6, 08 Corrections And Adjustments In Fidelio 6. 09 Room Change 6. 10 Room Discrepancy Report 6. 11 Paid Outs 6. 12 Foreign 6. 13 Key Control Numbers 6. 14 Open Guest Room

7. In Room Experience 7. 01 During The Stay 7. 02 Laundry Service Order 7. 03 Laundry Service Collection 7. 04 Shoe Cleaning / Polishing 7. 05 Handling Special Request 7. 06 In Room Mini Bar 7. 07 Mini Bar Posting 7. 08 Long Staying Guest Program 7. 09 Guest Complaint 7. 10 Do Not Disturb Room 7. 11 Guest Room Inspection 7. 12 Room Change Without Guest Presence 7. 13 Double Lock Room 7. 14 House Use Guest Room 7. 15 Slept Out Room 7. 16 Cashiers Remittance Procedure 7. 17 Unclaimed Cash Deposit 7. 18 Cashier Shortage & Overage 7. 19 Cash Paid Out 7. 20 00 – 001 Rooms

8. Special Need Experience 8. 01 Paid Outs 8. 02 Foreign Currency Exchange 8. 03 Soiled Clothing 8. 04 Prevent Skippers 8. 05 Force Open Deposit Box 8. 06 Special Request 8. 07 Lost & Found

9. Communication Experience 9. 01 Communication Signage 9. 02 Message & Fax 9. 03 Communication Paging 9. 04 Communication Voice Mail 9. 05 Communication Switch Board 9. 06 Wake Up Call 9. 10 Guest Receiving Visitors