1 cpmkl: 2010, q3 gsts action planning responsiveness of staff in fulfilling request (front office)...

1

CPMKL: 2010, Q3 GSTS Action Planning Responsiveness of Staff in Fulfilling Request (Front Office)

Key Priorities Root Causes Actions Action By Target

Completion

Date

Actual

Completio

n Date

Status Remark

s

Internet booking accuracy

Holidex flow through process will auto switch to Superior room category when it detects base room is unavailable.

Superior room is set hardcoded as flow through room and will auto display adult & 2 children capacity.

1. Pro-active measure - All reservation coming through Holidex booked under Superior room will be automatically upgraded to Grand Deluxe Room with a Complimentary Extra Bed. This has been cascaded down to Reservations and Front Office.

2. This issue has been reported to IHG Atlanta and is awaiting correction to the Holidex configuration by the technical office

Area Revenue Manager

15 Jan 2011

2



Completion

Date

Actual

Completio

n Date

Status Remark

s

Updating of room status

Carelessness among receptionist when performing room change in the system that resulting wrong update of rooms status.

.

1. To retrain all staff on room change policy and procedure. Best Practice is to make the previous room “dirty” when making a room change in the system.

2. To review on the access rights among Front Office members in updating room status. Only the Duty Managers & Room Controller are allowed to override the room status in the system.

Assistant Front Office Manager

15 Dec 10

3


Key

Priorities

Root Causes Actions Action By Target

Completion

Date

Actual

Completio

n Date

Status Remark

s

Limousine

Transfers

Billing

accuracy

Frequent limousine missed

pick up issues due to

insufficient of car and

drivers.

High error rate especially

when registered number of

pax and mode of payment

are incorrect

1. Reinforce SOP whereby all transfer

arrangement need to present their car

at the Hotel for inspection before they

depart for all transfer assignment.

2. Concierge Manager & Limousine

Supervisor to cross check with flight

manifesto on arrival time of all flights

with limo arrangement.

3. Documenting all transfers incidents

and highlight during monthly meeting

with the limousine operator.

• Train receptionists to re-confirm

number of pax and mode of payment

upon check-in plus accurately

registering in the system.

• Carry out reservation accuracy audits

twice a week.

Concierge

Manager

Assistant

Front Office

Manager

Reservation

s Manager

10 Dec 10

10 Dec 10

4



Completion

Date

Actual

Completio

n Date

Status Remark

s

Guest Service Centre coverage

Concierge responsiveness

1. Lack of coverage in during peak hours

2. Operator assisting internal requests to make calls.

1. Missed requests by Concierge due to no systemized recording

1. Review current schedule and adjust for optimum coverage. Create SOP for meal breaks timings and supervision by Duty Managers.

2. Review direct dialing access rights (for administration) especially that frequently call operator for assistance and grant access. Accountability to be set and controlled by users.

1. Enforce full use of ESCAP

2. All Front Office staff to be trained to use ESCAP to execute requests relating to Engineering, Housekeeping & Concierge

Assistant Front Office Manager

Front Office Manager /

Concierge Manager

15 Dec 10

15 Dec 2010

5

CPMKL: 2010, Q3 GSTS Action Planning Responsiveness of Staff in Fulfilling Request (Housekeeping)


Completion

Date

Actual

Completio

n Date

Status Remark

s

Housekeeping runners on responding to laundry requests

Guest request not able to be delivered on time due to shortage of runners during peak hours

•7am – 9am

•12pm – 2pm,

•7pm – 9pm

1) To review runners duty roster and schedule additional 1 runner on peak hours to accommodate guest request

2) To highlight the importance of prompt delivery of guest request to all runners

3) To separate runners for normal guest request and laundry request ( 1 each)

4) Runners on day off to be replaced by foreign casual labor who has been trained to take over the position.

5) For Air Crews, create SOP for group pick-up and delivery.

Assistant Executive

Housekeeper15 Dec 10

1 cpmkl: 2010, q3 gsts action planning responsiveness of staff in fulfilling request (front office)...

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