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1 ASIA PACIFIC CONSOLIDATED SERVICE STANDARDS HOLIDAY INN HOTELS & RESORTS CROWNE PLAZA HOTELS & RESORTS INTERCONTINENTAL HOTELS & RESORTS 2003 by Six Continents Hotels, Inc. All rights reserved. These standards are confidential and propriety property of Six Continents Hotels, Inc. and may not be copied or distributed without its consent. 2 A ACCOUNTING 7 A 1 RESERVATIONS 7 DISHONOURED RESERVATIONS 8 ADVANCE DEPOSITS 8 CANCELLATION PROCEDURES FIT 9 CANCELLATION PROCEDURES GROUP 9 A 2 CHECK-IN 10 A 3 BANKING/CASHIER SERVICES 11 CURRENCY EXCHANGE 11 PERSONAL CHEQUES 11 A 4 SAFE DEPOSIT BOXES 12 A 5 CHECK-OUT 12 A 6 FOOD & BEVERAGE OUTLETS 14 A 7 GUEST COMPLAINTS 15 BC BUSINESS CENTRE 16 GENERAL 16 SUPPLIES & EQUIPMENT 16 E ENGINEERING 19 E 1 MAINTENANCE & GENERAL 19 E 2 TRAVELLERS WITH DISABILITIES 20 FB FOOD & BEVERAGE 14 FB1 BARS & LOUNGES 23 FB 2 BANQUETING & CONFERENCES 25 QUOTATIONS 25 BUFFET SERVICE 26 LUNCH & DINNER SERVICE 26 COCKTAIL SERVICE 26 COFFEE BREAK SERVICE 27 BEFORE AN EVENT 27 AFTER AN EVENT 29 FB 3 INFORMAL / PRIMARY RESTAURANT 30 RESERVATIONS 30 GREETING & SEATING 30 MENUS 30 TABLE SERVICE 31 GUEST CHECKS 31 SET-UP STANDARDS 32 3 FB 4 SPECIALTY RESTAURANT 33 RESERVATIONS 33 GREETING & SEATING 34 TABLE SERVICE 34 WINE SERVICE 36 GUEST CHECKS 38 AFTER CUSTOMER DEPARTS 38 FB 5 ROOM SERVICE 38 SERVICE TIMES 38 ORDER TAKING 39 ORDER OF SERVICE 40 CHECK PROCEDURE 42 TROLLEY/TRAY COLLECTION 42 FB 6 MINI-BAR 43 STOCK/SUPPLIES 43 SERVICING 43 BILLING 44 CHARGE DISPUTES 45 ICE/VENDING MACHINES 45 FB 7 KITCHENS 45 GENERAL 45 A LA CARTE 45 BUFFET 47 ROOM SERVICE 47 FB 8 STEWARDING 47 FO FRONT OFFICE 49 FO 1 RESERVATIONS 49 GUARANTEED RESERVATIONS 50 DISHONOURED RESERVATIONS 51 ADVANCE DEPOSITS 52 CLUB RESERVATIONS 52 GROUP RESERVATIONS 53 CANCELATION PROCEDURE 54 ACCOUNTING 55 FO 2 FRONT DESK 55 CHECK-IN 55 DEPARTING GUESTS / CHECK-OUT 57 GUEST MESSAGES 59 FRONT DESK SUPPIES 60 FO 3 GUEST RELATIONS INSTANT SERVICE CENTRE 64 FO 4 UNIFORMED SERVICE 66 FO 5 BUSINESS CENTER 69 FO 6 CLUB FLOORS 70 FO 7 TRANSPORTATION SERVICE 73 FO 8 GARAGE 73 4 FO 9 VALET PARKING 74 FO 10 GIFT SHOP 74 HK HOUSEKEEPING 75 HK 1 ROOMS 75 GENERAL 75 MAKE UP 78 LOST & FOUND 79 GUESTROOM ACCESSORIES 80 BATHROOM AMENITIES 83 IN-ROOM ADVERTISING 85 GUEST SUPPLIES 86 BEDDING / LINEN SUPPLIES 87 HK 2 PUBLIC AREA 89 GUEST FLOOR CORRIDORS 89 LIFT AREA 89 PUBLIC AREAS 89 HR HUMAN RESOURCES 91 HR 1 HUMAN RESOURCES MANAGEMENT 91 HR 2 RECRUITMENT AND EMPLOYMENT PRACTICES 91 HR 3 EMPLOYEE COMMUNICATION 92 HR 4 EMPLOYEE RELATIONS & RECOGNITION 93 HR 5 EMPLOYEE UNIFORMS & FACILITIES 93 HR 6 EMPLOYEE WELFARE 94 HR 7 PERFORMANCE MGT & CAREER PLANNING 94 HR 8 INDUSTRIAL RELATIONS 95 HR 9 COMPENSATION & BENEFITS 95 HR 10 HR ADMINISTRATION 95 HR 11 HR DEPARTMENT 96 TR TRAINING 97 TR 1 HOTEL TRAINING & DEVELOPMENT 97 TR 2 ORIENTATION 98 TR 3 DEPARTMENTAL TRAINING 99 TR 4 SUPERVISORY TRAINING & DEVELOPMENT 100 TR 5 MANAGEMENT TRAINING & DEVELOPMENT 101 TR 6 TRAINING ADMINISTRATION 101 TR 7 TRAINING RESOURCES 102 TR 8 ACCREDITATION OF TRAINING 103 L LAUNDRY 104 LS LIFE SAFETY 106 LEISURE FACILITIES 108 5 MS MARKETING & SALES 109 MS 1 PRIORITY CLUB REWARDS 109 PROGRAMME STRUCTURE 109 SIGNATURE MEMBERSHIP 109 GOLD & PLATINUM MEMBERSHIP 109 RULES OF OPERATION 110 RECOGNITION 110 BENEFITS 110 AWARDS & REDEMPTIONS 112 “TERMS & CONDITIONS” 113 MS 2 SIX CONTINENTS CLUB 117 “TERMS & CONDITIONS” 118 MS 3 100% SATISFACTION GUARANTEE / THE HOSPITALITY PROMISE PROGRAMME 118 MS 4 WITH OUR COMPLIMENTS / FORGET SOMETHING? PROGRAMME 119 MS 5 GUEST SATISFACTION TRACKING SYSTEM (GSTS) 120 MS 6 CROWNE PLAZA MEETING KEYS 121 MS 7 KIDS EAT FREE 127 MS 8 BEST-4-BREAKFAST 128 MS 9 TRAVEL AGENT COMMISSION PROGRAMME (TACP) 128 MS 10 SALES 128 SALES OFFICE 128 ADMINISTRATION 129 PROCEDURES 129 ACTIVITIES 131 GROUP BOOKINGS 133 MS 11 PUBLIC RELATIONS 135 GENERAL 135 CRISIS COMMUNICATION 139 MS 12 YOUR ROOM IS ALWAYS READY 140 RE RECREATION FACILITIES 142 RE 1 FITNESS CENTER 142 RE 2 SPA 146 RE 3 POOL 146 GENERAL 146 SIZES 148 SAFETY 148 LIGHTING 149 RE 4 OTHER FACILITIES 149 RESORTS 149 ACTIVITIES DIRECTOR / COORDINATOR 150 LEISURE DESK 150 CHILDRENS ACTIVITY PROGRAMMES 151 6 SE SECURITY 153 SE 1 GENERAL 153 SE 2 PRECAUTION 153 SE 3 REPORTS 154 SE 4 GUESTROOM 154 SE 5 EMERGENCY SITUATIONS 155 SE 6 LOST PROPERTY 155 SE7 STORED GUEST LUGGAGE 155 TI TELECOMMUNICATIONS & INTERNET 157 TI 1 PABX 157 TI 2 TELEPHONE SETS 157 TI 3 GUESTROOM CONNECTABILITY 159 INCOMING CALLS 161 TELEPHONE CHARGES 163 7 A ACCOUNTING A 1 RESERVATIONS For procedure on the taking of reservations by Hotel or Resort employees, see FO 2. A 1.01 Reservations must be held until 6:00pm at the destination Hotel or Resort time on the due date of arrival (or other time as specified in the Company Reservation System), except for Guaranteed All Night Reservations and reservations secured by advance deposits, each of which must be held until check-out time the next day. Where Hotels and Resorts have unique arrival modes such as by water or limited air service, this may vary. Any change must be clearly identified in the Companys Reservation System. A 1.02 The Hotel or Resort must honour the rate and smoking preference (S/NS room) that has been confirmed to the customer. When a customers confirmed smoking preference (S/NS room) is not available, the customer is to be offered the first nights stay free of charge, or may be upgraded. A 1.03 If a reservation is made at least seven days in advance of the arrival date, written confirmation must be offered and provided, if desired, by a method agreeable to the customer: facsimile, e-mail or post. A 1.04 Hotels and Resorts must accept any of the following to secure a Guaranteed All Night Reservation: Payment of advance deposit in cash, by certified cheque or money order, or acceptable credit card details usable by the Hotel or Resort for payment, including tax(s). A travel agent ARC/IATA number that has been pre-approved for Guaranteed All Night Reservations by Six Continents Hotels. A reservation on credit will be authorized by the Credit manager, Assistant Controller or Controller. A 1.05 Each Hotel and Resort must pay a travel agent commission for reservations made by the travel agent as established by the custom and practice of the travel industry and the country in which they operate, or individual arrangement between specific travel operators. A 1.06 In the event of a no-show on a Guaranteed All Night Reservation, the Hotel or Resort may charge the guest for the first nights room rate only, plus applicable local taxes. A 1.07 Companies and associations must be permitted to guarantee group guest rooms if proper credit arrangements have been previously made. 8 A 1.08 All Six Continents Hotels must ensure that Priority Club members always receive the points or airline miles to which they are entitled, at the qualifying rate. Priority Club members reservations and confirmations must include the program name and must be processed through the Company Reservation System. A 1.09 Guest Service Employees must enter all reservations and cancellations into the Company Reservation System, or the appropriate management system, and must issue a reservation/cancellation number to the customer. DISHONOURED RESERVATIONS A 1.10 In the event that an overbooking occurs due to any circumstance, and a room is not available to a guest holding a confirmed reservation (prior to 6:00pm), or a Guaranteed reservation, the Hotel or Resort must find suitable accommodation at another Six Continents Hotel or Resort if available, or another comparable and convenient lodging facility. A 1.11 The Hotel or Resort must also offer to reimburse the customer for any reasonable expenses incurred by the change, including transportation and the cost of telephone calls notifying the change to family. For 6:00pm reservations, the Hotel or Resort must reimburse the customer for the difference, if any, in the first nights lodging rate, if the customer arrives by 6:00pm. For Guaranteed All Night Reservations, the Hotel or Resort must pay the full cost of the first nights lodging rate, plus tax, at another Six Continents Hotel or Resort, or at another convenient and comparable Hotel or Resort. If the customer has paid an advance deposit, this must be refunded to the guest in addition to the payments described above. A 1.12 For groups, a “walked room” must count toward their contracted comp room policy (e.g., “one comp room for every 50 rooms occupied”, etc). ADVANCE DEPOSITS A 1.13 Six Continents Hotels may require guests to pay an advance deposit, including tax, for reservations. The reservation would then be Guaranteed. A 1.14 Hotels & Resorts requiring advance deposits must be identified as such in the Companys Reservation System if advanced deposits are required during special event periods. 9 A 1.15 Advance deposits may not exceed the room rate, including tax, for the number of nights the Hotel or Resort has established as a minimum stay, (9 nights maximum) in the Companys Reservation System, with the exception of a package price that includes additional hotel components, (e.g.: F&B). A. 1.16 Advance deposits must be paid directly to the destination Hotel or Resort. A 1.17 The destination Hotel or Resort must accept reservation prepayments in cash, by personal cheque, by certified cheque, money order or Six Continents Hotels approved credit card. CANCELATION PROCEDURES FIT A 1.18 Each Hotel or Resort may establish its own individual refund policy for cancellations involving advance deposits. To do this, the Hotel or Resort must select a cancellation deadline of from one (1) to nine (9) days prior to the arrival date. (For special events designated in the Company Reservation System, Hotels and Resorts may select a cancellation deadline of from one to thirty days), The Hotel or Resort must refund the full deposit if the customers cancellation complies with this policy. A 1.19 If a reservation is made within the established cancellation period (i.e. one to nine days prior to the arrival date), and then the customer cancels the reservation, the Hotel or Resort may require the customer to forfeit the entire advance deposit. The no-refund policy must be communicated to the customer at the time of reservation. A 1.20 The Hotel or Resort must determine individually what appropriate adjustment should be made if a customer cancels after the deadline due to personal emergencies. A 1.21 The Hotel or Resorts advance deposit cancellation policy (i.e. the number of days, from one to nine), must be listed in the Companys Reservation System. Also, the Hotel or Resort must clearly communicate and confirm the cancellation policy in writing to the guest. A 1.22 Hotels and Resorts that do not have an advance deposit policy must refund the customers prepayment if cancellation is received by 18:00h, destination Hotel or Resort time on the arrival date (or other time as specified in the Companys Reservation System). GROUP A 1.23 These procedures do not apply to a group reservation of ten (10) or more rooms. 10 A 1.24 Confirmed groups and tours will be on an established group policy/agreement A 1.25 Timely receipt of group deposits will be ensured to minimize credit risk (local conditions apply). A 1.25 A credit policy will be established, depending on local conditions. Every Front Office, Reservations and Sales staff will be made fully familiar with the policy. A 1.12 For groups, a “walked room” must count toward their contracted comp room policy (e.g., “one comp room for every 50 rooms occupied”, etc). A 2 CHECK-IN A 2.01 Check-in procedure should be completed within 1.5 minutes. IC: See FO 2.12 for “Instant Check-In” A 2.02 Staff will ask method of payment of customer and open folios as necessary A 2.03 Methods of Payment - All Six Continents Hotels worldwide must accept the following credit cards for any transaction or any other card approved, unless specific regulations prohibit: American Express Diners Club JCB MasterCard Optima Visa A 2.04 If a customer is paying by credit card, an imprint will be taken at check-in. A 2.05 All Six Continents Hotels worldwide must accept prepaid Guest Certificates. For more information, contact Six Continents Hotels Marketing Department. A 2.06 All Hotels & Resorts must also accept debit cards from and of the above credit card companies for any transaction. A 2.07 A cash pre-payment will be obtained for guests who do not have approved credit. A 2.08 A credit limit code will be entered for each guest, depending upon billing instructions or method of payment. 11 A 2.09 Rack Rate vouchers that have been issued by Six Continents Hotels at approved travel agencies must be accepted by all Six Continents Hotels and Resorts worldwide. This voucher type is merely a form of direct billing. A 2.10 For those Rack Rate vouchers, and ARC / IATA / TACP number must be included in the reservation, and the Hotel or Resort must bill the full (Gross) amount. Commission will be paid to the travel agent on a monthly basis via the Travel Agent Commission Program (TACP). A 3 BANKING/CASHIER SERVICES CURRENCY EXCHANGE A 3.01 Foreign Currency exchange service will be available 24 hours daily, with exchange rates for the major currencies and the Hotel or Resorts primary international markets, clearly visible and updated. A 3.02 The mark-up/commission for foreign exchange service will be within the local industry standards of each Hotel or Resort. A 3.03 An exchange receipt will indicate customer name, room number, date, amount, currency local value, and will be produced for all foreign currency changes. PERSONAL CHEQUES A 3.04 Personal cheque cashing up to US$200 (or local currency equivalent) per stay, subject to cash availability at the Hotel or Resort, shall be offered, provided the customer: is registered and staying at the Hotel or Resort, and has an American Express or Diners Club credit card, which can be used to guarantee payment of the cheque, and the customer is paying for the stay with the card, and agrees to pay any bank service charges imposed on the Hotel or Resort. In addition, an international cheque can only be accepted if the signature is checked with photo ID and the guests passport number and signature is applied to the back of the cheque. A 3.05 Hotels and Resorts in locations where requiring a credit card number to guarantee payment of a cheque is prohibited by law, are exempt from offering cheque cashing. A 4 SAFE DEPOSIT BOXES 12 A 4.01 Safe Deposit boxes are available to all customers free of charge, 24 hours a day, however guests should be encouraged to use the in-room safe, where available. A 4.02 Customers safe deposit boxes will have a double-key opening system A 4.03 Safe deposit box keys will not be marked with the box number and no duplicate keys held. A coded system will be used which only the designated staff understands. A 4.04 Customer will sign a control card, indicating their room number and acknowledgement/agreement to the terms and conditions of safe deposit box use, including lost key charge. A 4.05 Prior to every safe deposit box access, the customers signature will be verified. A 4.06 Upon completion of each access, the customer will sign the individual control card. A 4.06 If the safe deposit box is to be forced open in an emergency, security will, in the presence of the customer, Duty manager and another hotel officer, force the safe deposit box open, record in occurrence book, witness and sign over contents to guest. The box will be repaired at customers expense as notified under terms and conditions on Safe Deposit card. A 4.07 Safe Deposit facilities will be advertised in every guestroom. A 4.08 Safe Deposit cards will be filed to maintain security. A 5 CHECKOUT A 5.01 Check-out procedure should be completed within 1.5 minutes. Waiting time should not exceed 3 minutes. The check-out time must be clearly mentioned in the Guest Services Directory. IC: See A 5.12 for “Instant Check-Out” A 5.02 Customers name and room number will be verified. A 5.03 Ask the customer if the stay was satisfactory and implement 100% Guest satisfaction Guarantee, if appropriate. A 5.04 Ask about last minute charges, such as mini-bar, and post them to customers account accordingly. The customers word must not be second-guessed. 13 A 5.05 If two or more folios were set up, check that no extras were posted to main account. A 5.06 Folio will be printed out and presented to the guest for verification, with postings explained, if necessary. Customer booked through travel agencies with a voucher will not be able to view the room rate. A 5.07 Originals (top copies) of all charge dockets will be readily available at the cashier / reception