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Hotel Opening ManualInterContinental Hotels Group232 / 232GENERAL MANAGERSHOTEL OPENING MANUALANDCHECKLISTFor InterContinental Hotels GroupAsia Pacific RegionREVISED: 6 APRIL 2005This material is CONFIDENTIAL and is not to be disturbed to unauthorized persons_1Hotel Opening ManualInterContinental Hotels GroupContents1 - VISIT OF GENERAL MANAGER TO REGIONAL OFFICE . 錯誤! 尚未定義書籤。.....12.1.13.INTRODUCTION .5COORDINATION.5ORIENTATION .5ITEMS FOR VICE PRESIDENT HOTEL OPENINGS TO ARRANGE BEFORE THE GENERALMANAGERS ARRIVAL AT REGIONAL OFFICE .5MEETING WITH NEW GENERAL MANAGER: VICE PRESIDENT IN-CHARGE OF HOTELOPENINGS .7MEETING WITH NEW GENERAL MANAGER: HUMAN RESOURCES .9MEETING WITH NEW GENERAL MANAGER: TRAINING .10MEETING WITH NEW GENERAL MANAGER: FINANCE & BUSINESS SUPPORT .11MEETING WITH NEW GENERAL MANAGER: FOOD & BEVERAGE .12MEETING WITH NEW GENERAL MANAGER: SALES & MARKETING .15MEETING WITH GENERAL MANAGER: DESIGN AND ENGINEERING.18MEETING WITH GENERAL MANAGER: INFORMATION TECHNOLGY .19MEETING WITH GENERAL MANAGER: LEGAL COUNCEL .202. HUMAN RESOURCES PRE OPENING CHECKLIST . ..2.5.HUMAN RESOURCE SURVEY .21STAFFING PLAN .21STAFFING PLAN REVISIONS .21HOTEL HUMAN RESOURCE MANAGER .22TEMPORARY QUARTERS .223. TRAINING PRE OPENING CHECKLIST . 393.1.TRAINING SCHEDULES .394. FINANCE & BUSINESS SUPPORT PRE OPENING CHECKLIST . 40....0......24.INTRODUCTION .40CONTROL OF PRE-OPENING BUDGET .40RECRUITMENT & TRAINING OF HOTEL ACCOUTING PERSONNEL .41RELATIONS WITH OUTSIDE AUDITORS .41RELATIONS WITH LOCAL LEGAL COUNSEL .41RELATIONSHIP WITH BANKERS .41RELATIONSHIP WITH GOVERNMENT OFFICIALS .42ACTIVITIES TO BE DISCUSSED WITH THE GENERAL MANAGER .42HOTEL POLICIES TO BE APPROVED BY THE GENERAL MANAGER .42HOTEL CREDIT POLICY . 錯誤! 尚未定義書籤。DESIGN OF HOTEL PRINTED FORMS .43COMPUTER INSTALLATIONS.45RECEIPT AND CONTROL OF PRE-OPENING MERCHANDISE .45SECURITY OF FURNITURE, FIXTURE & EQUIPMENT EXPENDABLES.45OFFICES AND STORE RENTALS .46CONTROL OF COST OF PRE-OPENING .46INSURANCE .46CREDIT CARD TRANSMITTALS .47ACCOUNTING CONTROLS .47INSTALLATION .47MAINTENANCE AND SERVICE CONTRACTS .47SAFE DEPOSIT BOX KEYS AND SAFE COMBINATIONS .48CONTROLLERS OFFICE FILING SYSTEM.49OPENING THE HOTEL DETAILED INSTRUCTIONS .495. SALES AND MARKETING PRE OPENING CHECKLIST . 5.PREPARING A PRE-OPENING MARKETING PROGRAM.55DETERMINE YOUR MARKETING STRATEGY BOTH SHORT TERM & LONG .565.3. PRE-OPENING SALES & MARKETING ACTIVITIES BUDGET GUIDELINE .585.4.SELECT AN ADVERTISING AGENCY .59_2Hotel Opening ManualInterContinental Hotels Group..5.9.SALES TEAM MANAGEMENT .63ACCOUNT MANAGEMENT .64BUSINESS HANDLING PROCEDURES .64PRE-OPENING SALES & MARKETING CRITICAL PATH (BY FUNCTIONAL AREAS).64PRE-OPENING SALES & MARKETING CHECK LIST .646. FRONT OFFICE - PRE-OPENING CHECKLIST . 6...INTRODUCTION .68MATTERS TO DISCUSS WITH GENERAL MANAGER .68MATTERS TO DISCUSS WITH CONTROLLER .69MATTERS TO DISCUSS WITH EXECUTIVE HOUSEKEEPER .69MATTERS TO DISCUSS WITH SALES/MARKETING .70FRONT OFFICE PRE-OPENING .717. HOUSEKEEPING - PRE OPENING CHECKLIST . 7...ORIENTATION .77ORGANISATION .77TRAINING IN HOUSEKEEPING DEPARTMENT .81TURNOVER PUNCH LIST .84IMPLEMENTATION.85COUNTDOWN TO OPENING .868. LAUNDRY AND DRY CLEANING - PRE OPENING CHECKLIST . 9........18.UTILITIES AND VENTILATION.93COORDINATION WITH ENGINEERING .94SAFETY .94EQUIPMENT TAKEOVER .94SUPPLIES .95SUPPLIES TO BE ORDERED AFTER OPENING .95FORMS PRINTING .96CONTINGENCY PLANNING .96PERSONNEL .96TRAINING .97COORDINATION WITH HOUSEKEEPING.97GUEST LAUNDRY .98DRY CLEANING/PRESSING .98HOUSE LAUNDRY.99REPORTING .99COMMUNICATIONS .99KEYS .99OUTSIDE LAUNDRY SALES .1009. FOOD AND BEVERAGE - PRE OPENING CHECKLIST . 10........17.INTRODUCTION .101MATTERS TO DISCUSS WITH THE GENERAL MANAGER.101MATTERS TO DISCUSS AND COORIDNATE WITH CONTROLLER .102MATTERS TO DISCUSS WITH SALES & MARKETING / PUBLIC RELATIONS錯誤! 尚未定義書籤。LOCATE ALL ELECTRICAL AND TEMPERATURE CONTROLS IN FOOD & BEVERAGEAREAS .103EMERGENCY POWER SYSTEM FOR FOOD & BEVERAGE AREAS/EQUIPMENT .103FIRE PROTECTION IN FOOD & BEVERAGE.104EQUIPMENT MAINTENANCE .104STAFF ORIENTATION AND PERSONNEL ACTIVITIES .104FOOD AND BEVERAGE LINEN AND UNIFORMS.105MENUS, WINE LISTS AND BEVERAGE LISTS .105PRINTING.105OPERATING EQUIPMENT AND INVENTORIES .105STEWARDING .106ENTERTAINMENT.106MINI BARS .106ROOM SERVICES.107BANQUET OFFICE & BANQUET OPERATIONS.107_3Hotel Opening ManualInterContinental Hotels Group.21.9.22.PUCHASING / RECEIVING .108EMPLOYEE CAFETERIA .108KITCHEN AND FOOD PREPARATION.109BARS AND LOUNGES .109TRAINING .11010. SECURITY - PRE-OPENING CHECKLIST . 11....3.10.14.PERSONNEL AND HIRING SCHEDULE.111GENERAL SECURITY OVERVIEW .111FIRE, LIFE SAFETY, EMERGENCY PROCEDURES .111HOTEL INCIDENT & CRISIS RESPONSE .111LOSS & INCIDENT REPORTING .112SECURITY MANUALS .112KEY SECURITY.112CASH SECURITY .112PROSTITUE POLICY.112GUEST SECURITY .112UNUSUAL SECURITY PROBLEMS OR PROCEDURES, IF APPLICABLE .113SECURITY FOR OPENING DAY FESTIVITIES.113LOCAL LAW ENFORCEMENT AGENCIES .113GATE PASSES & IDENTIFICATION .11311 ENGINEERING - PRE-OPENING CHECKLIST. 錯誤! 尚未定義書籤。OVERVIEW . 錯誤! 尚未定義書籤。12 - PUNCH LIST - PRE-OPENING CHECK