2.03 Standard Operation Procedures – Front Office / Room Division , 227 pages

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Standard Operation Procedures

Room Division

Front Office

Agenda

1. Service Experience

1. 01 Company Introduction & Mission Statement
1. 02 Benefits Of Training
1. 03 Objectives Of Standards
1. 04 Ethics
1. 05 Achievement Reviews
1. 06 Personal Hygiene
1. 07 Personal Grooming
1. 08 Prevention Of Accidents – First Aid
1. 09 Do’s & Don’ts
1. 11 Preparing Staff Roster

2. Preparation Experience

2. 01 Social Skill
2. 02 Activities Prior To Starting Shift
3. 03 Preparing For And Taking Over Shift
2. 04 Closing Shift
2. 05 Conducting Briefings
2. 06 Finding A Clean Room In Fidelio
2. 07 Procedure For Cutting Keys
2. 08 Preparing Welcome Packs And Cards
2. 09 Preparing For Individual Arrival
2. 10 Preparing For Group Arrival
2. 11 Using The Trace Report
2. 12 Inserting A Trace For A Guest Not Having Arrived

3. Commercial Experience

3. 01 Client Visit To Hotel
3. 02 Telephone Enquiry
3. 03 Follow Up A Sales Call
3. 04 Sales Call Visit
3. 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

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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 Rooms

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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

10. Recreation Experience & Business

10. 01 Business Centre Availability
10. 02 Interaction With Guest
10. 03 Swimming Pool
10. 04 Health & Fitness
10. 05 Booking Of Activities

11. Departure Experience

11. 01 Transport / Luggage
11. 02 Luggage Handling
11. 03 Check Out At The Reception Desk
11. 04 Express Check Out
11. 05 Cash Policy
11. 06 Check Out Cash Payment
11. 07 Check Out Late, Due Out
11. 08 Check Out Refund
11. 09 Check Out Credit Card
11. 10 Check Out City Ledger
11. 11 Mini BarPosting
11. 12 Farewell

12. Guest Relation

12. 01 Grooming
12. 02 Airline Ticket Reconfirmation
12. 03 Airline Ticket Booking & Rerouting
12. 04 Secretarial Service At Business Centre
12. 05 Welcoming Guest On Arrival
12. 06 Tour Bookings
12. 07 Golf Booking
12. 08 Checking Rooms Prior To Arrival
12. 09 Taking Messages
12. 10 Lost Luggage Complaint

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13. Concierge

13. 01 Preparing For Shift
13. 02 Corridor First Impression
13. 03 Picking Up And Greeting Guest
13. 04 Service
13. 05 Cleanliness At Hotel Entrance
13. 06 Guest Arrival At The Hotel
13. 07 Luggage Handling – Delivery On Arrival
13. 08 Valet Parking Procedure
13. 09 Left Luggage Procedures
13. 10 Ambassador, Personal Assistant
13. 11 Follow-up Wake Up Call
13. 12 Paging Guests
13. 13 Delivering Messages & Faxes To The Room
13. 14 Maintenance Cars & Buses
13. 15 Departure, Transport & Luggage
13. 16 Luggage Handling On Departure
13. 17 Driving Guests To The Airport

14. Telephone Operator

14. 01 Handling Outgoing Calls
14. 02 Activities Prior To Starting Shift
14. 03 Attending Calls
14. 04 Calls On Hold
14. 05 Transferring Calls
14. 06 Wake-up Calls
14. 07 No Calls & Confidential Procedure
14. 08 Wake-up Calls Airlines, Groups
14. 09 Mobile Phone Rental Procedure
14. 10 Emergency Procedures
14. 11 Guests Whereabouts
14. 12 Sending, Receiving & Distribution Fax
14. 13 Voice Mail
14. 14 Fidelio Procedures For Telephones
14. 15 Taking Written Messages
14. 16 Communication Paging
14. 17 Communication Switchboard
14. 18 Communication, Message & Fax
14. 19 Guest Receiving Visitors

15. Reservation

15. 01 Guest Call The Hotel
15. 02 Accommodation Request, Making & Confirm Booking
15. 03 All Agents Involved
15. 04 Sold Out Status

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