Shangri-la_FO_SOP_香格里拉前厅部SOP.doc

SHANGRI-LA HOTELS AND RESORTS F14.12 Rooms ReservationsF14.13 Restaurant Reservation CallsF14.14 After Office Hours CallsF14.15 Back-Up ProceduresF14.16 Telephone CourtesyF14.17 Telephone Courtesy-Hotel OperatorF14.18 Radio/Music/Video SystemF14.19 Complaint CallsF14.20 VoicemailF14.21 Unresolved Voicemails and Text MessagesF15SERVICE CENTERF15.1 Introduction to the Concept of Service CentreF15.2 Process OverviewF15.3 Organizational ChartF15.4 Shift DutiesF15.5 Attending TO Telephone CallsF15.6 Handling of Incoming FaxesF15.7 Handling of Messages of Envelopes for In-House GuestF15.8 Delivery of Faxes and MessagesF15.9 Handling Over between ShiftF15.10 Luggage Collection / Delivery RequestF15.11 Handling of Guest ComplaintsF15.12 Equipment Set UpF16CONCIERGEF16.1 General Operation GuidelinesF16.2 Airport/Limousine Operation GuidelinesF16.3 Bell Service Operation GuidelinesF16.4 Concierge desk Operation GuidelinesF16.5 Porte Cochere /Valet Parking Operation GuidelinesF16.6 Concierge desk Set-UpF16.7 Arrival /Departure Luggage and Stored LuggageF16.8 Deliveries RecordF16.9 Guest Mail /Package and Special Delivery HandlingF16.10 Items Hold For CollectionF16.11 Luggage StoreroomF16.12 Information “What On”F16.13 Flight Ticketing ServicesF16.14 Massage ReservationsF16.15 Restaurant ReservationsF16.16 Newspaper Substitute CardF16.17 Taxi SlipsF16.18 Transportation ArrangementF1 PREFACEF1.2 USING THE MANUALMost information contained in the manual can be used regardless of location. However, it is recognized that there may be some areas where implementation may differ due to variance in size, legal codes and appropriateness to the local situation.Should particular areas of the procedures require to be adapted, the revisions should be added to the manual accordingly in the appropriate order.The Director of Rooms/EAM-Rooms is responsible for ensuring that contents are kept current and compliance with the manual will be reviewed as part of the operational audit process.F1 PREFACEF1.3 IMPLEMENTATING THE PROCESSESAs with other Corporate guide sent to individual Shangri-La Hotels and Resorts properties, each hotel/resort is responsible for developing its own Standard Operating Procedures(SOPs).In terms of format, the same framework may be used and extended for the local manuals (as appropriate).The following is a suggested approach for implementation:- Review contents- Develop local standards, policies and procedures based on processes the outlined.- Conduct working sessions with Department Heads / Supervisors to disseminate the information.- Use for development of Training Manuals, Recruitment, Manager / Supervisor Induction and Reference Resources.F2 ORGANIZATION & RESPONSIBIL TIESF2.1 ORGANIZATION CHARTRooms Division Manager / Director of Rooms/ EAM-RoomsFront Office ManagerExecutive HousekeeperHealth Club ManagerService Leader SecretaryService Managers Fr ont Office, Guest Relation, Transport, Buisiness Centre, Telephone / Service CentreService Managers HousekeepingService Manager LaundryService LeadersService AssociatesLaundry ManagerF2.2 JOB DESCRIPTIONF2.2.1 FRONT OFFICE MANAGERJOB TITLE:Front Office ManagerDEPARTMENT: Front OfficeDIVISION: RoomsREPORTS TO: Rooms Division Manager/Director of Rooms/Executive Assistant Manager_PURPOSEThe Front Office Manager provides guest service as well as supervision, direction and leadership in the Front Office in accordance with the objectives, performance and quality standards established by Shangri-La Hotels & Resorts.DUTIES AND RESPONSIBILITIES1. Is responsible for the proper, efficient and profitable functioning of the Front Office which includes Front Desk (Reception and Cashiering), Concierge, Horizon/Traders Club, Business Centre and Telephone/Service Centre.2. Ensures maximum sale of rooms at highest possible rates daily.3. Sets up manning standards in Front Office.4. Clarifies duties and responsibilities of Front Office personnel and ensures that work flows are in logical order.5. Ensures proper staffing at all times.6. Ensures that the established quality standard and a high level of work performance are maintained.7. Ensures that standards, policies, procedures are clearly understood and followed through.8. Motivates and ensures staff perform to the high service level required, maximizing total customer satisfaction.9. Makes certain that all section personnel are well-groomed at all times.10. Explains relationships among different position in the Front Office.FRONT OFFICE MANUAL (ROOMS DIVISION SHANGRI-LA INTERNATIONAL HOTEL MANAGEMENT LIMITEDF3 ADMINISTRATION & REPORTSF3.1 CHECKLIST - MANAGEMENT ACTIVITIES: DAILY/MONTHLYCHECKLISTTo ensure that all Front Office related activities are completed on a daily, weekly or monthly routine, it is suggested that each hotel develop checklists for their operations.Checklists can cover duties of the Front Office Manager, Service Manager Front Office, Service Leader Front Office. Listed below are samples which may be developed further based on each hotels unique situations.SERVICE MANAGER FRONT OFFICE DAILY CHECKLISTConduct briefing and check staff grooming Review and verify the daily Statistical Report Read and take action on Service Manager-Front Offices Log Follow-Up on “Traces” report Determine Room Availability” count. Review the days arrivals/departures and monitor groups movements Review the days staffing Inspect GC and VIP arrivals rooms at random Meet specific Golden Circle members and VIPs upon arrival and see them off upon departure Monitor house status throughout the day Check the daily events bulletin board Liaise with Housekeeping to clear room discrepancies regularly Check Interface Lost Postings” regularly Review folios Billing/routing instructions prior to guests check-out Monitor and follow-up on Due-Out ” rooms F3 ADMINISTRATION & REPORTF3.1 CHECKLIST - MANAGEMENT ACTIVITIES: DAILY/MONTHLY17. Ensure cleanliness and orderliness at front driveway, lobby and public areas(smooth traffic flow and piped-in music in order). _ _ 18.Verify the “Rate Variance” report before night audit starts _ 19. Review and follow up on “High Balance Report” on weekends/PHs _ 20. Handover outstanding matters requiring further attention to the next shifts Service Manager-Front Office 21. Record all important incidents, activities for management reference and liaise with departments to ensure action is taken 22. Ensure Performance Monitor is handled according to procedure 23. Identify potential Golden Circle members for enrollment 24. Ensure Golden Circle rooms are allocated as per references. SERVICE LEADER FRONT OFFICE DAILY CHECKLIST1. Determine “Room Availability” count _ 2. Review the days arrivals and departures 3. Conduct briefings and check on staffs grooming 4. Ensure that “Shift” reports are printed and “Traces” report are followed u 5. Ensure that rooms are pro-assigned for specific GTC, special requests, tour groups and pre-registered guests 6. Coordinate meal breaks 7. Monitor house status throughout the day 8. Ensure that “Interface Lost Postings” are regularly checked 9. Ensure the Service Associates Front Office, balances their accounts 10. Assist to monitor “ Due-Out” rooms F3 ADMINISTRATION & REPORTSF3.1 CHECKLIST-MANAGEMENT ACTIVITIES: DAILY/MONTHLY11. Ensure that check-ins and check-outs are properly handled 12. Check updated registration cards and guests profiles 13. Ensure “ Courtesy Calls” are given to specific GTC and long-staying guests 14. Ensure Golden Circle amenities are delivered on time 15. Identify Rooms for potential upsell FRONT OFFICE MANAGERS DAILY CHECKLIST1. Verify the Statistical Report for accuracy 2. Review the days occupancy forecast 3. Discuss the days activity with the Morning Shifts Service Manager-Front Office and Service Leader Front Office 4. Check ticker file for items that require special handling 5. Review staffing for the next seven days:- Service Associates Front Desk - Service Associates Horizon/ Traders Club - Service Associates Telephone / Service Centre - Service Associates Business Centre - Service Associates Concierge / Bell Des 6. Review rebates from previous day 7. Review Rate Variance Report and take action on incorrect rates 8. Review GTC list for VIPs, GCs arrivals for the day 9. Read and take action on: - Service Manager Front Offices Log - Security Log 10. Review daily overtime F3 ADMINISTRATION & REPORTSF3.1 CHECKLIST-MANAGEMENT ACTIVITIES: DAILY/MONTHLY11. Spot check Pre registration and guests profiles 12. Review Master Folios to ensure that they are properly checked in to the computer 13. Tour lobby area, driveway and check rooms at random 14. Periodically inspect all Front Office work areas 15. Discuss the days activity with the Afternoon Service Manager Front Office and the rooms controlling function 16. Review no shows and cancellations from previous day 17. Review walk ins for rates, mode of payment 18. Review daily upselling 19. Review Golden Circle enrollment status FRONT OFFICE MANAGERS MONTHLY CHECKLIST1. Review the following monthly Profit & Loss:- Rooms - Telephone - Business Centre - Transportation 2. Prepare the following monthly Profit & Loss:- Rooms - Telephone - Business Centre - Transportation 3. Attend the occupancy forecast meeting 4. Complete tracking of SLIM and sister hotels complimentary rooms and submit to Corporate Office as required F3 ADMINISTRATION & REPORTSF3.1 CHECKLIST-MANAGEMENT ACTIVITIES: DAILY/MONTHLY5. Ensure that the questionnaires for Performance Monitor and the batch data for Frequent Flyer Programs are reviewed, then submitted to Corporate Office in a timely manner 6. Review meeting topics and set up meeting with the various Front Office sections on a regular basis 7. Review monthly upselling results and incentive application, and settarget for the following month 8. Review monthly overtime/off time 9. Review departmental training for previous and following month F3 ADMINISTRATION & REPORTSF3.2 INCIDENT REPORTIncident reports should be filled out by the Service Manager Front Office in conjunction with a Security Officer and kept as an official record for any unusual occurrence that may have some future effect upon the hotel: e.g. loss and/ or accident. Reports are to be written in a factual and objective manner and copied to General Manager.F3 ADMINISTRATION & REPORTSF3.3 MINIMUM STANDARDS OF INTERNAL CONTROL1. All cash floats will be counted on a surprise basis every 30 days. 2. All cheques received must be immediately stamped with a restrictive endorsement ( for deposit only)3. All cash received including advance deposits, must be posted in the system that day.4. Cash turn-in envelopes must be deposited in a locked compartment and remittances must be signed for and witnessed on a log sheet when deposited in the drop box.5. Over and short records must be maintained for each Service Associate6. Cash paid out must be system generated and properly approved by Service Manager.7. Foreign exchange vouchers must be system generated and guests passport number and signatures obtained. Travers cheques must be counter-signed by guests in the presence of the Service Associate.8. Rebate vouchers must bear evidence of approval by a hotel Front Office or According executive9. Credit card vouchers and guests registration cards are to be securely stored in the bucket. All unused imprints must be destroyed.10. Sufficient cash deposits must be collected from guests who do not possess any credit card. Balances must be closely monitored daily.11. All temporary cash loan from Service Managers standby float (house bank) must be “ transferred from house bank” in the Fidelio PMS.12. A complete record, including the guests signature, must be maintained showing the time and date of access to valuables in safety deposit boxes.13. A complete record must be maintained showing the time and date of access to the Service Managers safety deposit box.14. Special discounts accorded apart from the approved rates must be properly approved as per Delegation of Authority.15. Additional room amenities requested on top of the standard VIP amenities are to be approved as per Delegation of Authority.F3 ADMINISTRATION & REPORTSF3.3 MINIMUM STANDARDS OF INTERNAL CONTROL16. All complimentary and house use room requests must be approved as per Delegation of Authority.17. Hotel occupancy/statistical information are strictly confidential. Requests from other hotels should be centralized to the staff in charge of market share report.18. Pledge certificates are only issued to guaranteed relocates as per policy19. Requests for house use limousine must be properly approved by Division Heads prior to dispatching of drivers.20. Proper written authorization must be obtained from in-house guest before allowing any third party to gain access to his/her room.21. Guests data must be verified against guests registration information in the PMS prior to issue of secon