前台系统SHUTDOWN的应急处理.doc

FRONT OFFICE - CNTINGENCY PLANNINGMANUAL SYSTEM - PERSONS -IN-CHARGES/NoTasksNames of Persons In ChargeDepartments1Supervision of entire manual operations & close coordination with MIS on system schedulesFOM/AFOMFO2Command CenterDM/RM/Con./SecurityFO/Security3Runners stationed at command centerGSASCon.4Runners to pick up manual checks from Outlet operation departments e.g. Telephone, BC, Health Club. (Other Depts. should assign their own runners).GSAsCon.5Room status controlRooms controllers /GROFO/HSKP6Pre-arrival preparations: R/C, Welcome Folders , Amty, Svc&etc.Rooms controllers/GROFO7Coordination with FO for rates queries: same day rsvn preparationsRSVN Mgr/GRORSVN8Fail-safe key cards ctrlGSAsFO9Front Desk flw up crtlGSAsFO10Check ins coordinationGROFO11Check-outs coordinationGROFO12Assistance for credit card& city ledger settlementsCredit MgrAccounts13Assistance at check outsAR Supervisor& GSAsAccounts14Manual folios ctrlGSAs & SupervisorsFO/Accounts15In-house guest lists updateGSAsFO16Manual bucket checksIncome Auditor/ DMFO/ Accounts17Postings of all transactions once system is backGSAs/SupervisorIncome AuditorFO/ Accounts18Rate variance checksIncome AuditorAccounts19Tally of all transactions between manual and system postingsAccountsFRONT OFFICE CONTINGENCY PLANING-SHARFront Office 01- Task ListDate & TimeTaskTools& Materials RequiredAction By1. Daily JobPrint Contingency Report for System Down after every night audit, Contingency Report include: 1.OPMS-ARR S-ARR Arrivals Detailed; 2. OPMS-GIH In house: By Room; 3. OPMS-GIH In house: By Name; 4. SLIM-DEP Departure All; 5. OPMS-FIN Open Balance All; 6. OPMS-HSKP Vacant Rooms; 7. OPMS-GIH Messages Guests INH & Due Arrival, it is total 7 reports.Online systemFront Desk SA2. Daily JobConfirm Departure date &time with all FIT guests upon check inFront Desk3. Daily JobCheck the condition of the walkie talkies and ensure they are in good conditionS.C S.C TLGRO4. Daily JobEnsure all the walkie talkies are charged as well as the spare batteries for stand byWaklie talkie holders5. System DownCashiers summery report prepared and introduced to all Front Desk SADaily Summer RecordAFOM/GRO6. System DownConduct training/reinforcement to Front Desk, Concierge staff on the procedure to initialize door locks by using program cardProgram card* 8 pcsFOM/AFOM/DM7. System DownMake 378 pcs of spare cardsSaflok system & Blank cards DM8. System DownCheck stock a availability for the printing stationary and prepare for the requisitionVchr: Generic vchr, Rebate , Paid out Minibar, Credit card charge vchr. Form: Room/ Rate change, Message Slip, In hse list b rm / alpha, follow up chart, Rm status control sheet, Guest folio, Registration card, Welcome folder, Grp envelopeAFOM/Reception Mgr9. System DownManual revise contingency report for system down and deliver to departments concernedGRO/ IT Mgr10. System DownFollow up controller, Rms controller, Folio controller, Rsvns report to duty in FRONT DESK BACK OFFICEWalkie talkie, pager, TelephoneFOM/EH/Rsvn MgrFRONT OFFICE CONTINGENCY PLANING-SHAR11. System downJob assignment to each controllerFOM12. System downPrepare guest lettersSLIM standardizedFOM/FO Sec.13. System downCheck FIT registration form for stay over guests and copy all billing instruction on R/C Back up systemGRO14. System downCheck through credit card approval amount for all in hse guests to cover the expenses through out the stay and record down the approval code on the back of R/CHigh balance reportCredit Mgr15. System downSuspend GC EnrollmentALL16 System down Confirm the generic amty for Golden Circle and brief to all Fruit BasketAEH/Reception Mgr17. System down obtain the black list for various credit cards from the bankAE,VISA,MASTER,DC,JCB,GW,PY,DRCredit Mgr18. System downManual update RM Status report Rm Status Control Sheet. Keep updating these while Front Desk Performing Check-in & outGRO19. System downUpdate all in house guest folio and file in the bucket by room noGRO20. System downAlpha and update house guest list by room in Manual system In house guest by room & alpha. Keep updating these while Front Desk performing check in &outFlw up Controller21. System downManual prepare for next 3 days as master copies in the events of system failure. These master copies to be updated by follow up controller for and amendment.FIT arrival , VIP list Grp arrivals, Transfer in & out, Trace reportsGROFlw up controller22. System downPrepare group check in list for the next 3 days grps arrivalRsvn Mgr/ GRO23. System downPrepare the key envelopes for the next 3 days grps arrivalGrp rooming listGRO24.System downCheck through the bill holding buckets and clear all old and checked out R/C In house guest list by RMFolio controllerFRONT OFFICE CONTINGENCY PLANING-SHAR25.System downConfirm the rm blockage for todays arrivals. Ensure welcome amty are in placeGRO26. System downClear all Due outs and room discrepanciesDM on duty27. System downDisable the IDD/DDD line for all gist rms. Remain local access.AFOM/Svc Ctr28. System downManual check and send PSB name list.FO Sec29. System downManual check in house guest claiming FFP reportGRO30. System downPerform system down check in , confirm departure time and indicate on the R/C. Rm controller should be informed immediately to update the Rm status Control Sheet. Ensure mode of payment , deposit, credit card No. are indicated and pass the F/C to Follow up controllerFD staffRm controllerFlw up controller31. System downCo- ordinate with Front Desk and together relevant departments on the follow ups for the current room / guest movement , inform service center to bar/ unbar IDD/ DDD line, inform Amty Ctr for additional amty and record on the Follow up Chart, modify the manual system in hse gst by room &alpha. Update the trace report in master copies. Monitor deposit, room change update the transfer out report if dep. Sent off is required.Follow- up Chart, Walkie talkie. Ext. 6403Flw up controllerGRO32. System downKeep the rm status control sheet up- to date whenever there is a check in /out .room change . co- ordinate with HSKP office to update the status of all vacant roomsWalkie talkie , pencil eraser, manual system rm status control sheet.Rm controller33. System downObtain an open balance report from income auditorFolio controller34. System downTo accept and file the guest checks passed by outlets accurately. Update the guest folio whenever a guest check is received. Produce the Manual system Gst folio for the gst who check in &check out during the period of system down.Folio Controller35. System downCashiers are to fill in the cashiers summary Recording detail & cashier Remittance Sheet Accordingly. Adhere to the usual procedures and ensure all necessary supporting documents are attached to folios before remitting go income audioCashiers Summary Record, Calculators, Cashier Remittance SheetAll Cashiers36.System downCashier to balance the postings and close cashierAll CashiersFRONT OFFICE CONTINGENCY PLANING SHAR37. System downUpdate manual System in hse gst list for Svc CtrAll cashiers38.System downCheck the manual in hse list as rate variance and pass to Income AuditorManual in hse list, rate variance report printed at the beginning of system downFlw up Controller39.System up Activate all interfaces if all interfaces works, all outlets are to resume their normal POS functions on a new dateDM40. System upGet approval from FOM to release the terminal log-in at the designated work stationsFC/MIS41. System upCheck in the new arrivals and post room charges manuallyR/C follow up chartGROFlw up controller42. System upCheck out the guest departed during system down. Print out the folio for Income auditor back of house balancingGuest folios. Cashier summary recordFolio controllerFlw up controller43. System upPost all the guest checks into the system. Folios to be printed with supporting checks and pass to income auditorFollow up Chart , All Manual checksFolio ControllerFlw up Controller44. System upKey in all amendments of rooms . Extension, Reservation. Cancellation, room change, modificationsFlw up chartFlw up Controller45. System upCheck the room status print out from PMS against manual system and update accordinglyManual system reports / Fidelio reportsAEH/ GRO46. System upCheck the rate variance reportDM on dutyFRONT OFFICE- CONTINGENCY PLANING SHARFront Office 02- Manual check in ProceduresTaskBy WhomWhenTools/Materials RequiredPoints to Note1. Assign manpower as follow: Strictly only one Room Status Controllerto take charge of rooms allocation for pre- arrival & check ins during the entire system downtime; coordinate with Reservations for on day bookings ; and in-room dining for amenities delivery. One Housekeeping Rooms Controllerphysically relocated next to room Status Controllerto coordinate on rooms cleaning and clearing of room discrepancies. One Follow Up Controllerto coordinate with Room /status contolleron physical status of rooms & notify relevant departments of necessary actions. Check- INS checkouts. Room change, etc. Key Card Controller to issue fail safe and program key cards, if encoder is down.Front Desk/ HSKPSystem downWalkie-Talkie.FlashlightsTypewritersPhotocopier.Room Status Control chartFront Desk Follow up ChartFail Safekey cards and record2. Assign designated holding area for: Outlet supporting vouchers for manual postings Segregate Urgent& normal in safety Deposit Box Room. The filling cabinet for FO. Sec. Will be converted into folio bucket. Clip board for Room Status Control chart Clip board for Additional Amenities chart Clip board for Front Desk follow up chart Clip board for In house Guest List by room &by name Clip board for Guest ledger/ Open Balances Clip board for Key control record Clip board /file for future Amenity reports, Traces, registration cards & etc.Front DeskSystem downTo avoid confusion, Place manually checked in registration cards in the usual bucket area and submit all checkout folios to accounts with the respective manual cashiers reportFRONT OFFICE- CONTINGENCY PLANING SHARFront Office 02- Manual check in ProceduresTaskBy WhomWhenTools/Materials RequiredPoints to Note3. Base on the group arrival list & the Manual Room Status Control, allocate rooms according to arrival time: Ensure that rooms for early arrivals are ready. Once rooms have been pre-assigned, indicate group code in either the VDor VC column & write the room number next to guests name on the group arrival list. Write the room number & VC ( if room is clean) on the group envelopes in pencil. If, VCis not indicated, room is still not ready. Room Status Controller is to notify Housekeeping of the room numbers and monitor the status closely (photocopy group arrival list, if photocopier is available). Issue fail-safe key cards only half an hour prior to groups arrival.Front Desk/ HSKPSystem downWalkie-Talkie.FlashlightsTypewritersPhotocopier.Room Status Control chartFront Desk Follow up ChartFail Safe key cards 4. If situation permits, pre-assign rooms for suites, special requests only e.g. connecting rooms & rooms for amenities delivery, according to arrival time: Ensure that rooms for early arrivals are ready prior to guests; arrival. Once rooms have been pre-assigned, indicate guests name in either the VCor VCcolumn & write the room number next to guests name on arrival list. Write the room number & VC ( If room is clean ) on the R/C in pencil. If VCis not indicated room is still not ready . only fill in the welcome folder upon guest check-in . Place registration cards & welcome folders back into the Arrival Bucket Fill in the room numbers on the pre-printed Amenity report and fill in the Additional Amenity Chart for last minute Additional. Notify In room Dining & Housekeeping of the room numbers & additional . if any. Upon receipt of registration cards prepared by Reservations for same day bookings. Add these new arrival onto the manual Arrival Report and prepare welcome folders.Front DeskSystem downWalkie-Talkie.FlashlightsTypewritersPhotocopier.Room Status Control chartAdditional Amenity Chart, Manual Arrival ReportIf situation does not permit for room pre- assignment, Room Status Controllers to allocate rooms upon check in.Do not pre- encode key cards.Reservations will liaise directly with Concierge for airport pickup requests received manuallyFRONT OFFICE- CONTINGENCY PLANING SHARTaskBy Whom WhenTools /MaterialsRequiredPoints to Note5. Upon guests arrival: Retrieve registration card& welcome folder from the Arrival Bucket. Register guest accordingly. If VCis not indicated on registration card, check with Room Status ControllerIf room is not ready. Allocate another room. Verify mode of payment : take an imprint of credit card; collect cash deposit; collect voucher , if required. Imprint FFP card or write down membership type & number onto registration card, if qualified. Request command Center to assign a Runner to escort guest to room. Room Controller notifies the Telephone Operator/HSHP Security the room has occupied by walkie-talkie. Service Center shall unbar the telephone line immediately. Issue Fail Safe& Program key cards & welcome folder to Runner and apologize to guest for inconvenience if elevators are not functioning Inform guest of nearest helps available e.g. GSA on each floor, in case of emergency. Attach all documents e.g. credit card slips. Cash deposit receipt; voucher& etc, to registration card & hand them to Follow up controller. Strike of guests name on the Arrival Report.Front DeskSystem downWarlike-Talkie.FlashlightsRoom Status Control Chart.Front Desk Follow up Chart, Fail Safe key &program keysCalculatorsManual Credit card imprinters,Manual Sales slipsFor walkie , Register guests accordingly & obtain room numbers from Room Status controller. If Central Lookup Is not available and guest is a GC executive or elite member, enquire amenity preferences and follow up accordingly.6. After check in, Follow Up Center is to: Record details on the Front Desk Follow up Chart. Notify Room Status Controller and Housekeeping to update the Room Status control chart. Notify in-room dining of additional amenities. If any. Request for pre-authorization amount for credit cards & indicate on back of registration cards. Place these check in registration cards in the usual bucket area.Front DeskSystem downWalkie- talkieFlashlights,Room Status Control Chart,Front Desk Follow up Chart, CalculatorsIndicate W/I for walkie and unexpected Arrival (date ) accordinglyFRONT OFFICE CONTINGENCY PLANING SHAR Front Office 03-Manual Check Out ProceduresTaskBy WhomWhenTools/Materials RequiredPoints to Note1. Assign manpower as follow: Credit Manager / Assistant & Account staff to assist in checkouts. Sufficient GSAs to handle checkouts 3 for each shift.Front Desk / AccountsSystem downWalkie-talkieFlashlight.CalculatorsManual guest folios.2. Upon guest checkout: Confirm guest name &room number by retrieving welcome booklet/ key card,if any . Enquire if luggage ha been brought down. Retrieve folio ®istration card from folio bucket. Enquire on last minute charges . Raise manual voucher for chare and write charges onto the guest folio print outs. Present folio(s), both systems printed & manual, for guests previews. Accord discounts/ rebates if entitled. If folio is accurate, calculate the total and write amount on folio manually. Mode of payment:-Credit card: fill in the total amount on the manual sales slip. Stamp Paid and hand a copy of the folio and sales slip to guest.-Cash: retrieve deposit receipt for any credit refund. Raise a paid out voucher & obtain guests signature. Collect outstanding amount, if any. Stamp Paid & Cash and hand a copy of the folio to guest.- City ledge: request guest signature.Front Desk/ AccountsSystem downWalkie-talkie,Flashlights,Calculator.Manual guest folios.Manual paid-out & ForeignExchange vouchers.Rubber stamps for Paid & CashExpress checkout slips.Ensure a copy of the manually prepared guest ledger/ Open Balance is available at counter. If folio could not be traced, offer express checkout serviceEnsure total balance includes sum from both folios.If foreign exchange is required, raise the manual exchange voucher, (Foreign is only accepted from in house guests and limits for travelers checks are strictly adhered to)FRONT OFFICE- CONTINGENCY PLANING- SHARTaskBy Whom WhenTools/Materials RequiredPoints to Note3. Bid guest farewell and apologize for any inconvenience caused.Front Desk/ AccountsSystem down4. Inform Follow up Controller of check out room number & guest name.Front Desk/ AccountsSystem down5. Follow up controller shall inform the room controller chartFollow up controllerSystem down6. Room Status Controller shall inform the staff on guest floor to canc