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1 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
POLICY NO. SUBJECT
FO-DM-001 Duty Check List
FO-DM-002 Bomb Threat
FO-DM-003 Car Accident
FO-DM-004 VIP Check in
FO-DM-005 Accident Guest
FO-DM-006 Guest Complaints and Disputes
FO-DM-007 Request for Doctor/ Hospitalization
FO-DM-008 Fights
FO-DM-009 Fire
FO-DM-022 Lost & Found
FO-DM-024 Safety Box
FO-DM-028 Incoming Faxes/ Email at night time
FO-DM-030 Valuables
FO-DM-031 Guest Birthday
FO-BC-002 Incoming faxes
FO-BC-005 Meeting Room Rental
FO-BC-006 Outgoing Fax
FO-BC-007 DHL / EMS/Courier Services DHL
FO-CON-002 Baggage Service for Arrivals
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FO-CON-003 Baggage Service for Departure
FO-CON-004 Baggage Service for group Arrivals
FO-CON-005 Baggage Serviceforg roup Departure
FO-CON-006 Baggage Storage
FO-CON-007 Brochures, Maps and Directions
FO-CON-008 Flags
FO-CON-009 All Incoming Items
FO-CON-010 Newspapers
FO-CON-011 Outgoing Items
FO-CON-013 Rooming Guest
FO-CON-014 Shuttle Bus
FO-CON-015 Outdated mail, faxes and parcels
FO-CON-016 Paging Service
FO-CON-017 postal express service
FO-CON-018 Taxi booking and arrangement
FO-CON-019 Trolley
FO-CON-020 Umbrella
FO-CON-AR-001 Airport send off
FO-CON-AR-002 Airport Pick Up
FO-CON-AR-003 Airport Lost Luggage
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FO-CON-AR-004 VIP Arrive-Limousine
FO-CON-AR-005 VIP Arrive-( By Taxi )
FO-CON-AR-006 Mobile Phone
FO-CON-DRICER-001 House Use/ Complimentary Vehicle
FO-CON-DRIVER-002 Limousine Availability
FO-CON-DRIVER-003 Limousine Cleaning & Maintenance
FO-CON-DRIVER-004 Mileage/ Petrol Control
FO-CON-DRIVER-005 Limousine Request
FO-CON-DRIVER-006 The Responsibility of Driver
FO-EF-007 Guest Preference
FO-EF-008 Executive Floor Check In
FO-EF-009 Hosting
FO-FD-010 Computer Down
FO-FD-011 Foreign Currency Exchange
FO-FD-016 Internal Trace Report
FO-FD-017 Key Control
FO-FD-018 Lost & Found at Check In
FO-EFM-012 VIP Check In
FO-EFM-016 Alleged Theft
FO-EFM-017 Guest Complaints and Disputes
FO-EFM-018 Complimentary / House Use
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FO-EFM-020 Request for Doc tor / Hospitalization
FO-EFM-023 Lost and Found
FO-EFM-024 Safety Deposit Boxes Key Inventory
FO-EFM-025 Safety Box
FO-EFM-027 Valuables
FO-EFM-028 In-House Clinic
FO-EFM-029 Guest Birthday
FO-EFM-030 Guest J oin-In Authorization
FO-EFM-031 Guest Comments
FO-EFM-032 Booking at other Hotel
FO-EFM-033 Hotel Events
FO-TEL-001 Telephone ControlDDD/IDD
FO-TEL-002 Call Accounting System
FO-TEL-003 Call Barringand Unbarring
FO-TEL-004 Do Not Disturb Feature
FO-TEL-005 Guest Locator Feature
FO-TEL-006 Incoming Calls
FO-TEL-007 Operator Assisted Calls
FO-TEL-008 PABX AdcomFax System
FO-TEL-009 PABX AdcomMail System
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FO-TEL-010 Public Address Paging System
FO-TEL-011 Wake up Call
FO-TEL-012 Personal calls
FO-001 Baggage Service
FO-002 Business Center Service
FO-003 Engineering Service
FO-004 Handling Guest Complaints
FO-005 Handling Incoming Calls
FO-006 Housekeeping Service
FO-007 Room Service-Incoming Call
FO-008 In-Room Dining Order
FO-009 Runner Service
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6 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
Front Office Terms to Know
A.H.&M.A. American Hotel and Motel Assoc iation.
Accommodate A promise of a room for a guest if not in that hotel,
then a commitment to find a room elsewhere.
Adjoining RoomsTwo or more rooms side by side without a connecting
door between them. In other words, rooms can be adjoining
without being connecting.
Adjust/AdjustmentA correction of an error that occurred on a previous day.
Advance DepositPrepayment of room charges.
Average Daily RateThe average of rates charged for guest rooms during
one day of business. Method of computation:
ADR= Total guest room revenue divided by number
of rooms sold.
Bank Funds issued to cashier for handling guest transactions
which must be balanced at the beginning of eac h shift.
Block A group of rooms held at the request of Sales or Catering.
Blocked RoomRoom numbers assigned in advance of arrival on the
same day of arrival.
Booking Agreement Reference material for a number of reservations made
under a company or group.
BucketTray used for filing guest folios by room number at Front Desk.
Bucket Check When you compare the room board with the bucket.
Budget Check AM & PM comparison of guest bucket folios with room
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rac k to verify accuracy of account.
Catch the SpiritCatch the training spirit with our Catch the Spirit
Phase I education program. The program includes a
three-part video training series, fac ilitators guide and
certification program through Plaza Royale International, Inc.,
prepared for Front Desk, Housekeeping and Maintenance
employees.
Catch the Spirit Phase II, will continue the educational tools
that support line-level staff. The focus this year is on the Front
Office Professional and Lobby Retailing.
The Front Office video based training program is geared
toward front desk etiquette, multi-tasking, handling guest
complaints and sales techniques. The Virtual Lobby video will
highlight the ways to merchandise your lobby to successfully
sell all property features and Amenities.
Check-ln Hotel day starts at 6:00 a.m.; however, occupancy of rooms by
arriving guests may not be possible until after the establishedcheck-out time (usually 1:00 p.m.).
Check-Out (verb) To vacate a hotel room, (taking luggage), turn in key and
pay bill; (noun, hyphenated) a room that a guest has officially
vacated. Check-out time is usually 1:00 p.m.
Comforts of Home Every Plaza Royale guest will get all the little extras
to make their stay even more comfortable: in-room
coffee-maker, DM/FM alarm clock radio, weekday
newspaper. And at participating locations, they will enjoy free
local phone calls and no long distance access charges. J ust
one more way to add more value to your guests stay.
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City LedgerFront account turn to back account
Closed DatesDates on which nothing can be rented because of a full-house.
Commercial Rate Rate agreed upon by company and hotel for all individual
room reservations.
Commission PaymentPercentage of room rate paid to travel agencies for their
hotel bookings.
Complimentary Room, Comp A room free of charge.
ConfirmationA written notice to guest in advance of arrival that room has been
reserved.
Connecting RoomsAdjacent rooms with a connecting door in between.
ConventionAn assembly of assoc iation attendees or employees of companies
gathering for a common purpose, usually including meetings,
banquets, and room accommodations.
Corporate Rate Guaranteed not more than room rates extended to a majorcompany using hotel often.
Day Rate Renting room for part of hotel day, normally 9 a.m.-6 p.m. Rate is 50%
of double rate for that room.
DepositsA monetary payment to hotel by guest in advance of arrival to assure
room will be held.
Desk Information Book Contains information which needs to be used for
reference.
Direct BillAn account which has been approved by the manager and to which
we will send a bill after check-out. The folio must be signed by the
guest at check-out.
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Discount RatesUsually refers to a 50% discount extended to travel agents and
airline employees (some units may include a discount togovernment employees and others on a per diem basis).
Double A room to be occupied by two people.
Double Double Room A room with two double beds.
Efficiency An accommodation containing some type of kitchen facility.
Flag A colored plastic chip placed in the room rack to designate the status of
the room check-out, recent check-in, etc.
Flat RateSpecific room rate for group, agreed upon by hotel and group in
advance.
Folio Used to record the details of all business transacted between the hotel
and guest during the guests stay.
ForecastAssuming future occupancy of the hotel and final availability status.
Front DeskArea where guest checks into hotel, where keys are kept, where mail
is distributed and from which information is dispensed.
Front Office Area where information regarding guests is kept; also
Assistant - Managers office.
Front Office CashierPerson who adds up all charges made to a room and
Collects money upon departure guests who occupied it.
Front Office AgentPerson who helps guests check- in and keeps track of rooms
available.
Front of the House Entire public area.
Full Comp No charges made for room, meals taken in hotel,
telephone , valet or any items.
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General Clean Indicates thorough cleaning of guest room and bath; done on a
periodic basis.Group CodeType group name on folio under rate information.
Group Reservation A specified minimum number of reservations of rooms
handled by the sales department.
Guarantee Figure given by function planner to hotel, at least 24 hours prior to
function, stating number of persons to be served. Most hotels are
prepared to serve at least 5% over the guaranteed figure. Payment
is made on a basis of the guaranteed number of covers or total
number served, whichever is greater.
Guaranteed No-Show (GTD-NS)
Guaranteed Reservation (GTD) Assuming guest does not arrive and cancel the
reservation on time, so should be pay the room charge by company, travel
agent and person and meanwhile offer their companys credit card.
Guest Charge Anything put on guests bill purchases, room service, telephone,
valet, etc.
Guest Folio See folio.
Held Luggage Guests property held in lieu of payment for accommodations
High Balance ReportPrepared for night audit report to notify Front Office
Manage.
Hold for Arrival Mail and packages, etc. arriving prior to arrival of guest. Hold
for Arrival is noted on article.
Hold for Arrival
Home Office RoomsEach Home Office room is outfitted with a large, well-lit
work desk with telephone, with computer dataport, so
your guests can work comfortably and effectively at every
Plaza Royale location.
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HospitalityA room used for entertaining (cocktail party, etc.)
Usually a function room or parlor.
Hospitality SuiteA parlor with connec ting bedroom(s) to be used for
entertaining.
Housekeeping ReportsReports turned in to Front Desk by Housekeeping late in
afternoon and used to verify that Housekeeping and
Front Desk show same status on all rooms inventory.
House CountHow many rooms have been sold for that night.
Information Rack Revolving rack at PBX with all guest information slips filed
alphabetically.
Inspected Room has been thoroughly checked by an inspectress, supervisor or
housekeeper.
Junior Suite A large room with a partition separating the bedroom furnishings
from the sitting area.
Kids Go Plaza Royale At Plaza Royale, kids always stay free and get free Fun
Packs. And because we care about families, we have teamed
up with Scholastic, combining the best of travel, entertainment
and education.
KingLargest size bed available from manufacturers; may be 80" by 80" or 72" by
72"; may be formed by putting two twin mattresses crosswise on twin box
springs.
Log Book Daily diary where special instructions are noted for follow up and/or
documentation.
MAP (Modified DMerican Plan) Rate includes breakfast, dinner and room.
M.l.P. Most Important Person.
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MTDMonth to date-these are the accounting totals showing the revenues and
expenditures for a specific month as of a specific date.
Make Up Change linen on beds, clean room and bathroom, while guest is
registered in room.
Manager on Duty (M.O.D.) Assumes full responsibility for the hotel in the absence
of the General Manager.
Master BucketContains internal and master folios.
Night Auditor Person who balances hotel ac counts and posts all guest charges
on bills.
No ShowA confirmed reservation which has not been claimed by the customer.
Occupancy Number of rooms actually in use.
OpenThe availability of guest rooms for sale.
OperationFunctioning of a hotel, especially activities, dealing directly withserving guests.
Out of Order Rooms Rooms that cannot be occupied by guest due to
physical reason like painting defective plumbing, etc.
Oversold Reservations have been accepted beyond a hotels capac ity to
provide rooms.
Package ToursSpecial package prepared by tour operators including
rooming, sightseeing, dining, etc.
ParlorA sitting room which may or may not have sleeping ac commodations.
PlantThe entire hotel operation.
Pre-block Assigning a spec ific room or suite number prior to actual arrival date
of guest.
Pre-Registered Guests registered and room number assigned prior to arrival.Guest needs only to sign.
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PropertyA hotels building, land and all facilities connec ted with it.
Queen A room with a queen sized bed.
Rack Rate Maximum room selling prices as established by management.
RebatePart or all of rental refunded to guest.
RegisterThe guest check-in procedure.
Relocate or Walk Guest accommodated at another property because hotel
was unable to offer his request.
ReservationAdvance request for a hotel room.
Reservation Card Special reservation request form printed for spec ific
conventions.
Rollawa Portable bed, usually twin or double size.
Roll In Put rollaway bed in guest room.
Roll OutTake rollaway bed out of guest room.
Room Changes Guest changing from one room to another.
Room BoardA piece of Front Office equipment representing the guest rooms in
the form of metal pockets in which colors and symbols identify the
accommodations.
RoomingEscorting guest to assigned room.
Rooming ListList of names participating in a group reservation block.
Room Revenue ReportReport made out by 3-11 agents showing revenue
received for each room number, number of occupants in
room.
Rooms StatusAvailability of guest rooms for sale, i.e. ready, check out etc.
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Run of the House RateAn agreed upon rate generally priced at an average
figure between minimum and maximum for group orcorporate accommodations.
Security Department who responsible for protecting the hotel staff and guests
personal and property safety.
Selling UpMaking an effort to sell the better, higher rated room.
Sell Out/Sold OutAll available rooms reserved or occupied on a specific date.
Sell Through Accepting reservations for multiple nights through sold out dates to
increase occupancy on open dates.
Share (or Share With)A guest who joins with another guest already oc cupying a
room at a hotel (non-family).
SingleRoom to be occupied by one person.
Skips Guest leaving hotel without paying the bill.
Sleepers Rooms not physically occupied (possibly skips) and not discovered by
Front Desk , therefore, room not rented due to account still being
active.
Sleep-OutA room in which the guest did not sleep in bed.
StudioA room with one double bed and a couch.
SuiteA large room with a sitting area and sleeping area which can be c losed
off with a door
SuperMilesThe SuperMiles program lets your guests earn free hotel stays, car
rental awards and airline mileage vouchers for travel on
Continental, TWA and Canadian Airlines. The more they stay at The
Rich Prada, the greater their rewards.
Tidy-UpTo straighten and clean a room after guests departure when full
service has been given earlier.
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Tourist/Economy Commercial-type hotel (usually without private bath.)
Turn DownEvening service-removing bedspread and turning down bed,
straightening room and replenishing used supplies and linen.
TwinA room with two twin beds.
V.l.P.A guest, who for a variety of reasons has been designated by
management to receive special treatment. Usually pre-registered and
should be escorted to room by a management representative.
Vacant and Ready A room that is unoccupied, cleaned and ready for renting.
Walk the GuestA guest who has reservations, but cannot be accommodated
is taken (gratis) to another hotel where rooms have been
procured and paid for by walking.
Walk In Person(s) requesting accommodations for that night who has no
reservation.
Walk OutWhen a guest leaves hotel without paying his bill.
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STANDARD OPERATING PROCEDURES
Subject : Bomb Threat Effective Date :
Policy No : FO-DM-002 Issued by : FOM
Page : 1 of 3 Approved by :General Manage
Distribution : Executive Committee Department Head A&B
: All Associates
Objectives
To minimize alarum among the guests and employees of the hotel.
To safeguard the lives of both guests and employees through proper
evacuation if necessary.
To eliminate any form of negative publicity to the hotel.
Policy
It is the hotels policy to establish a well coordinated, serious and safety
response to a bomb threat in liaison of the police and expert team.
Procedures
1. Usually a Bomb Threat comes in the form of a telephone call or by way of a
letter, a written message and mail parcel.
2. Anyone who receives a threatening call will try to establish maximum
information from the caller and complete the prescribed Bomb Threat Form.
Signal another telephone operator or nearby security officer to set trace on
the line. Afterwards the Security Department should be informed
immediately.
3. If the mail attendant or sec retary receives a letter or parcel, which is
suspected to be a bomb or other incendiary device, the letter or the parcel
should not be touched. Immediately inform the Security Manager.
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17 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Bomb Threat Effective Date :
Policy No : FO-DM-002 Issued by : FOM
Page : 2 of 3 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
4. Bomb Search
A search for the bomb will be conducted if the time of detonation given is
more than 30minutes.
With the approval of the General Manager and Security Manager, Police
and authority will be contac ted to carry out bomb search.
5. Evacuation
An immediate evacuation will be carried out if the time of detonation is less
than 30 minutes with the approval of The General Manager and Security
Manager.
Police and authority will be contacted to assist in the crisis management.
6. Action to be taken
Contact all Department Heads / Supervisors to mobile all available staff to
check their work place for any suspicious parcel or object.
Do not touch anything that is strange and suspicious.
Inform the Security Manager if anything suspicious found.
7. For the safety of the guest, employees and hotel property, all employees
has to remain calm and coordinate well with the command center for any
necessary action to be taken according to the instructions of the police
and bomb expert.
8. No one should act on his instinct, which will expose the safety of the entire
team to the bomb threat during the crisis.
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18 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Bomb Threat Effective Date :
Policy No : FO-DM-002 Issued by : FOM
Page : 3 of 3 Approved by :General Manage
Distribution : Executive Committee Department Head A&B
: All Associates
THE RICH PRADA BALIBOMB THREAT FORM
BOMB INFORMATION
Location in the hotel: ____________________________________________
Time the bomb explodes: ____________________________________________
How to recognize the bomb: ________________________________________
What type of bomb : _____________________________________________
CALLER DESCRIPTION
Sex : _______________ Age range : ________________________Nationality : __________________________________________________________
Type of accent : __________________________________________________________
Talking speed : __________________________________________________________
Other characteristics: _____________________________________________________
Reason for placing the bomb: _____________________________________________
Part of political organization: ______________________________________________________
OTHER
Time of the call : ___________________________________________________________
Duration of the call : _________min.
Call taken by: _______________ Call witnessed by__________________________
Telephone number traced: ________________________________________________
REMARKS
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
CC:
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STANDARD OPERATING PROCEDURES
Subject : Car Acc ident Effective Date :
Policy No : FO-DM-003 Issued by : FOM
Page : 1 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Assoc iates
Objectives
To ensure that the whole process is handled efficiently in the best interest of
both car owner and management.
Policy Statement
It is the hotels policy that all car accidents on the hotel premises are handled
efficiently in the interest of both car owner and management.
Procedures
1. Inform the Security Department
2. If the accident occurred in front of the hotel, the cars have to be moved to
lower EFMund as soon as possible.
3. The discussion to resolve the matter has to proceed in a discrete manner,
not to arouse any public attention or crowd.
4.
Non-related hotel staff to resume their duty and are not allowed to be
involved in the discussion.
5. Polaroid picture is to be taken of the damaged vehicle as well as the object
damaged by the car.
6. Arrange the damaged vehicle to a reliable car workshop for repair.
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20 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Car Acc ident Effective Date :
Policy No : FO-DM-003 Issued by : FOM
Page : 2 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Assoc iates
Remarks
Following information is required for insurance:
Guest name
Copy of passport or ID
Guest driving license
Contact and phone number
Vehicle number
Copy of car registration and insurance policy
Brief of the accident occurred.
Damage and estimated c ost
Hotel employee involved
Copy of the identification card of employee involved
Copy of the driving license of employee involved
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STANDARD OPERATING PROCEDURES
Subject : VIP Check in Effective Date :
Policy No : FO-DM-012 Issued by : FOM
Page : 1 of 3 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Objective
To provide VIP service for all VIP guests
Policy Statement
It is the policy of the hotel that every VIP is warmly greeted by the DM and
the concerned Department Heads upon arrival as soon as the VIP gets out
of the car.
Procedures
1. Make sure the room is thoroughly checked, in a perfect condition and VIP
Amenities and welcome letter are in the room The VIP2 room needs to be
blocked on the same day and the VIP1 room needs to be blocked one day
prior to arrival.
2. Prepare the registration card as complete as possible as well as a typed key
card holder and key (make sure the key is tested).
3. Put all in a check in folio, together with a pen and the HFA (Hold For Arrival)
messages and faxes.
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STANDARD OPERATING PROCEDURES
Subject : VIP Check in Effective Date :
Policy No : FO-DM-012 Issued by : FOM
Page : 2 of 3 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
4.Coordinate with the Hotel Representative and inform the managers 15
minutes before the VIP is due to arrive.
5.Have the Check In Folio ready, together with the HFA messages and faxes
and wait for the VIP at the entrance of the hotel outside.
Greet the guest by name and welcome him to The Rich Prada Bali
( Hotel Name )
6. Wait till formal greetings from management are finished and inform the
guest that he has the privilege to check-in in the privacy of his own room. If
the guest hesitates, suggest the Lounge of the Executive Floor (for ExecutiveFloor guests only) or either the EF desk or the Front Desk.
7.Confirm the number of luggage with the guest and make sure the Bellboy
gives priority to the VIP luggage.
8.Show the guest the way to the elevator and introduce some of the hotel
facilities.
9.Open the door for the guest, switch on the light and hold the door for the
guest.
10. Check with the guest if the room is at his satisfac tion, offer the guest a seat
at the desk and request for his signature on the Registration Card politely.
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23 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : VIP Check in Effective Date :
Policy No : FO-DM-012 Issued by : FOM
Page : 3 of 3 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
At the same time the Executive Floor Agent offers the welcome tea.
11. Offer the VIP a cup of tea and ask the guest for his credit card number.
Also inquire if the guest is a Plaza Royale Reward Member, and if they need
the flight reconfirmed, or a limousine to be arranged.
12. Hand over the HFA messages and faxes and inquire if you can be of
further assistance.
13. Wish the guest a pleasant stay and open the door for the Bellboy for the
luggage.
14. Return the Registration Card to the Front Desk and ensure that it is
checked into the system correctly.
.
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STANDARD OPERATING PROCEDURES
Subject : Accident Guest Effective Date :
Policy No : FO-DM-014 Issued by : FOM
Page : 1 of 3 Approved by : General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Objectives
To ensure that the injured guest is being treated with medical attention
immediately.
The life of the injured guest is safeguarded through prompt action.
Policy Statement
It is the hotel policy to ensure that any accident involving a guest is handled
promptly to safeguard his live.
Procedures
1. Once an accident occurs, the Security Manager or in his absence the
Security Assistant Manager is informed immediately as well as the Lobby
Assistant Manager.
2. First aid to be applied immediately with the readily provided First aid box
and equipment.
3. Arrange to send the injured to the nearest clinic or hospital for treatment
per hotel car decided by the Lobby Assistant Manager.
4. If the guest is in a severe condition, do not remove the guest at all,
administer emergency treatment if possible, and arrange an Ambulance.
5. Get ready the service lift for the Ambulance and medical crew so that
prompt action can be taken.
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25 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Accident Guest Effective Date :
Policy No : FO-DM-014 Issued by : FOM
Page : 2 of 3 Approved by : General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
6. The injured is brought down through areas that are at the back of the house
to avoid guest contac t.
7.
A team member of the Sec urity Department should be summoned to escort
the injured to the hospital, to assist the injured.
8. General Manager, Executive Assistant Manager and Security Manager has
to be informed immediately.
9. Contain the spread of the news of the accident by ensuring the teDM
member involved maintain confidentiality.
10.
If the accident occurred in a guestroom, security team member is to bepositioned to prevent unauthorized persons from entering.
Security is to ensure that the DMbulance is directed to the loading dock area.
11. If the accident occurred in the guestroom and the victim is accompanied
by a friend or relative, a change of room should be offered. The room which
accident occurred may need to be double locked for further investigation
purposes.
12.
If the victim is not accompanied by anyone, every effort must be made to
contact the next of kin through information on his passport. The Embassy of
guest nationality is to be contacted if necessary.
13. Guests travel documents should be checked and Airline or Tour Agent
notified.
14.The Incident is to be kept in absolute confidentiality to all parties, especially
the Press.
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26 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Accident Guest Effective Date :
Policy No : FO-DM-014 Issued by : FOM
Page : 3 of 3 Approved by : General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
15. All inquiries are to be handled by the PR Manager or the General Manager.
16.
An Incident Report is filled up by the Security Department
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27 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Guest Complaints and
Disputes
Effective Date :
Policy No : FO-DM-017 Issued by : FOM
Page : 1 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Objectives
To resolve guest complaints and disputes in an efficient and professional
manner.
To ensure highest level of guest satisfaction and hotel interest.
To report to the management so as to review the complaints to rectify any
problem and prevent loss of future business opportunities.
Policy Statement
It is the policy of the hotel that all guest complaints and disputes are solved
DMicably in the highest level of guest satisfac tions and hotel interest.
Procedures
1. Greet and acknowledge the guest appropriately.
2. Invite the guest to the Guest Services Desk or Offer the guest to the lounge
for a discussion - this is to move the guest away from the Front Desk to avoid
making a scene.
3. Listen to the guest complaints carefully, maintain eye contact, do not make
funny faces or giggle no matter what the complaint, take down any details
if necessary.
4. Show empathy and make sure the guest feels that you understand his
situation, and apologize for the inconvenience caused.
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28 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Guest Complaints andDisputes
Effective Date :
Policy No : FO-DM-017 Issued by : FOM
Page : 2 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
5. If the guest will not quiet down, or demands to see the manager, it is
advisable to seek assistance from a colleague with a higher position.
6.
Resolve the matter immediately by offering alternatives that ensure the
interest of both the guest and the hotel.
7. If the matter could not be resolved immediately, inform the guest the
necessary action to be taken and will keep him duly informed until he is
satisfied with the situation.
8. Thank the customer for bringing up the matter to assist the hotel to rectify it
shortcomings
9. Check back with the customer to ensure satisfaction
10. Log down the incident in the Log Book for Management review.
Ensure that all details are recorded in the guests profile for future reference.
Rem a rks:
Do not:
Talk the guest down
Be defensive
Be impatient
Blame another employee or department
Blame the guest
Do not argue back
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29 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Request for Doctor
/ Hospitalization
Effective Date :
Policy No : FO-DM-019 Issued by : FOM
Page : 1 of 4 Approved by : General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Objectives
To ensure that the guest receives professional treatment in case of illness
Policy Statement
It is the policy of the hotel to establish written procedures for guests who
request a doctor or require hospitalization.
Procedures In House Clinic
1. If the guest requests to see a doctor, during opening hours of the clinic, page
the Nurse from the In-House Clinic
2. Inform the DM which guest requests to see a doctor and that you have
paged the nurse
3.The EFM will pick up the nurse and escort her to the guest room
4.
The fee for the consult and medicines can be charged to the guest room.
5. If the guest requests to see a doc tor, when the clinic is closed, the EFM will
confirm with the guest if the doc tor needs to come to the hotel or if the guest
wants to go to the hospital.
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30 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Request for Doctor
/ Hospitalization
Effective Date :
Policy No : FO-DM-019 Issued by : FOM
Page : 2 of 4 Approved by : General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
6.
In case the guest requests for a doctor to come to the hotel, the hospital who
is in charge of the in house c linic has to be contac ted
7.When the doctor arrives at the hotel, the EFM will escort the doctor to the
guestroom.
8. If the guest needs to be hospitalized, the DM will be responsibility to ensure
that the guest is transported to hospital by taxi, limousine or Ambulance.
9. If staffing permits and the guest would like, assign a staff member fluent in
both English and Chinese to accompany the guest.
10. a) Explain to the guest the hospitals policy regarding payment of
accounts
Obtain a medical authorization form from Front Desk, Security or
DM manual. Have the guest sign the form prior to departing The
Rich Prada Bali hotel for the Hospital (sample attached).
b) copy of this form should accompany the guest to the hospital.
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31 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Request for Doctor
/ Hospitalization
Effective Date :
Policy No : FO-DM-019 Issued by : FOM
Page : 3 of 4 Approved by : General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
c) After the guest received treatment, the doctor should notify the
MOD of the total charges and whether the guest paid for them or
if they are being billed to our hotel. If they are being billed to the
hotel, a miscellaneous charge needs to be completed and
posted to the guestroom account (sample attached). When
posting in Fidelio for explanation, type: Medical Treatment.
d) Should the guest decide not to go to the hospital or change
and want to go to another hospital, it is the DMs responsibility to
advise the doctor immediately regarding this change.
Remember the following:
1. It is the DMs responsibility to coordinate a ll dealings between
the doctor and the hotel guest.
2. It is the DMs responsibility to ensure the medical authorization
form is filled out by the guest going to the hospital.
3. It is the DMs responsibility to advise the doctor in the event that
the guest changes his/her mind and advise guest of the
charges that will be incurred.
Keep the following in mind:
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32 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Request for Doctor
/ Hospitalization
Effective Date :
Policy No : FO-DM-019 Issued by : FOM
Page : 4 of 4 Approved by : General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
When a guest has requested a doctor , the doctor may have to stop
what he is doing or has to get up, get dressed and go to hospital or come to our
hotel The doc tors that Service our hotel many times give up their own personal
time to treat our guest, therefore it is important that the guest is sure he wants
thedoctor and that once the doctor is called or goes to a location to deliver
treatment that the guest is there also.
Procedures
1. Procedure will be that bills incurred will be sent immediately to the Front Desk
for charging to the room account only when the guest does not, or neglectspaying at the hospital.
2. Appropriate forms must be available at all hours for admission and kept with
the Front Office Manager, Security Manager and DM Book, so the doctor on
call can easily obtain when required.
3. Chaperone is necessary only when the duty nurse is off duty in the evenings.
When required, the doctor should contact Front Office Manager, Security
Manager or DM.
4. To avoid delays or misunderstanding, the Manager handling the case should
make sure that the guest is sent to the designated hospital as advised by the
Doctor.
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33 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Fights Effective Date :
Policy No : FO-DM-020 Issued by : FOM
Page : 1 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Objectives
To handle incident pertaining to fights in a safe manner so as to avoid any
form of inconvenience or harm to other guest, teDM member and hotel
property.
To resolve the fight as soon as possible in a diplomatic manner.
To minimize any dDMage or losses that is caused due to the fight.
Policy Statement
It is the policy of the hotel that any incident pertaining to fights are handled in a
safe manner with minimum losses.
Procedures
1. The Lobby Assistant Manager and the Security Manager have to proceed
to the scene immediately to attend to the case.
2.
If the fight was due to alcoholic influence, instruct the bar tender and outlet
teDM member to discontinue further liquor service.
3. The Security teDM has to make attempt to stop the fight in a tactful but firm
manner.
4. Inform the party involved to leave the outlet as their actions has disrupted
the business of the outlet and other patrons.
5.
The security teDM is summoned to escort them out of the hotels premises.
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34 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Fights Effective Date :
Policy No : FO-DM-020 Issued by : FOM
Page : 2 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
6. Do not involve the Police unless the situation is out of control and causing
dDMage to the hotels property, other patrons or teDM members and with
the approval of the Security Manager.
7. The incident has to be handled discreetly; the reason not calling the Police
is to protect the image of the hotel.
8. Any inquiries or question from the public is direc ted to the PR Manager.
9. An Incident Report is made by Security Department and forward to the
Management for investigation and action.
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35 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject :Fire Effective Date :
Policy No : FO-DM-021 Issued by : FOM
Page : 1 of 4 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Objectives
To minimize alarm DMong the guests and employees.
To safeguard the lives of both guests, employees and hotel property through
establish a fire-fighting plan.
To eliminate any form of negative publicity of the hotel.
Policy Statement
It is the policy of the hotel to safeguard the lives of guest, employees and hotel
property through effective Fire Fighting Management that complies with therequirement of law.
Procedures
1. On Discovering A Fire
a)Raise the a larm immediately.
b)
Telephone the operator with location of the fire.
c)Assist any guest to safety.
d)Decide if you could tackle the fire. If you could, use the fire extinguisher
provided.
e)If not, close all doors and windows.
f)
Wait at the nearby safety exit for the fire fighting teDM to arrive.
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36 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject :Fire Effective Date :
Policy No : FO-DM-021 Issued by : FOM
Page : 2 of 4 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
2. On Hearing the Alarm Ring Continuously
a) Stop what you are doing.
b)
Assist guest towards exit.
c) Close doors and windows.
d) Switch off gas and electrical appliances.
e) Prepare Back Up Report comprises of:
In House Guest List By Room Number
Arrival list
Departure list
Guest Detailed Balance Report
f) Answer any inquiries calmly that investigation is being carried out
g) Wait for further instruction.
3. Do Not
a)Telephone to check if evacuation is required
b) Use the lifts.
c) Rush about or panic.
d) Open a door if smoke is emerging from underneath.
e) Wait to collect belongings.
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37 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject :Fire Effective Date :
Policy No : FO-DM-021 Issued by : FOM
Page : 3 of 4 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
4. The Fire Fighting TeDM
a)The telephone operator receives the fire alarm and will page for fire
fighting teDM to c ome to the scene and a ll the supervisors.
b)The fire fighting teDM has to be professionally trained in this field to carry
out fire fighting action. Therefore Fire drills and training must be exercise
regularly.
c)The fire fighting teDM has to feed back to the telephone operator within
5 minutes if a fire brigade should be dispatched.
d)If the fire fighting teDM can contain the fire, the telephone operator will
call the fire brigade to inform that no action is required at this stage.
5. Evacuation
a)The fire brigade teDM is contacted whenever an evacuation is required
b)Partial evacuation is carried out for the safety of the guests and
employees of the affected area only. This will minimize alarm and
disturbance to others.
c)Total Evacuation is carried out if the situation is beyond control.
d)Instruction to evacuate must be given by the General Manager. The
General Manager and the Security Manager will proceed to the
Emergency Command Centre (PABX Room) to give command on the
evacuation.
e)Emergency paging will be carried out by Public Address System.
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38 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject :Fire Effective Date :
Policy No : FO-DM-021 Issued by : FOM
Page : 4 of 4 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
f)Announcement for evacuation will be made to the guests and
employees to leave the hotel through the nearest fire exits and assemble
at the assembly point.
The Department Head will gather the back up report and duty roster
g)proceed to the assembly point.
h)All cashiers will gather their cash and necessary documents and proceed
to the assembly point.
i)
A count of the hotel guests and employees on duty will be carried outand report to the authority.
6. Resume Duty After The Fire
a)The guests and employees will wait for instruction to return if the fire has
been extinguished.
b)The employees return to their work counter and proceed with necessary
report and ac tion to reinstate the operation.
7. Reports
The Department Heads of the department which were affected by the
fire should write report about the evacuation and submit within 24-hours
to the top management
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39 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Lost & Found Effective Date :
Policy No : FO-DM-022 Issued by : FOM
Page : 1 of 1 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Objectives
To ensure that the guest knows his loss is taken seriously and that everything
is done to recover the lost item.
Policy Statement
It is the policy of the hotel to assist the guest in every way in locating his lost
items
Procedures
1.Check with the guest the location where he lost his item.
2.Contac t the Housekeeping Department and ask if the item was found.
3.If Housekeeping has the item the Lost & Found should be picked up by a
Bellman and brought to the GSO together with a Lost & Found Claim Record
Slip.
4.Assist the guest in filling up the form completely.
5.If no Lost & Found was reported to Housekeeping, contact the Supervisor /
Manager of the outlet where the item was lost if nothing found take the
guest to the outlet to point out where he was seated.
6.Get exact details of the item lost as well as the guests contact telephone
number and address (out-side guests only).
7.Inform Security Department of the case for further investigation
8.If the item can not be located, contact the guest the following day and
explain that nothing is found so far, and should we locate their item we will
contact them..
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40 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Safety Box Effective Date :
Policy No : FO-DM-024 Issued by : FOM
Page : 1 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Objectives
To give guests another option to store their valuable than their room
Policy Statement
It is the hotels policy to offer in-house guests the possibility of using the
safety boxes of the Front Desk
Procedures
1.
Open the door for the guest.
2. Ask the guest to close the door behind him
3. Greet the guest and ask the guest for his key card holder to confirm
guest name and room number.
4. Ask the guest fill up the form for temporarily safety box usage from
Accounting Department
5.
Chose a safety box according to size of the item.
6. Open the box with both keys and hand over the box to the guest do
not stare at the items or at the guest but allow the guest privacy.
7. Give one key to the guest and put the other one back into the key
Cabinet
8. Check the filed form, put the safe deposit number on the card and sign
your name
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41 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Safety Box Effective Date :
Policy No : FO-DM-024 Issued by : FOM
Page : 2 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
9. File the second page of form according safety box number in the file for
the safety box forms
10.
Attach the first copy of the form with guest registration c ard
11. Anytime the guest requests for his safety deposit box, the guest should fill
in the an identification record slip.
12. Compare with the filled form and file the slip with the original form
13. Record all status (open, use, close) on the log-book whenever use the
safe deposit box.
Rem a rks:
- If a guest looses their safety box key, the DM must be informed,
and together with Engineering, Security and the guest, the lock
must be drilled open. The guest will be charged for the
replacement lock.
- If a guest checks-out without returning the key, the safety box
will be opened after the period stated on the safety deposit box
request form
- All safety box usage by staff should be approved by the
concerned Department Head and the Front Office Manager
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42 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Show Room Effective Date :
Policy No : FO-DM-025 Issued by : FOM
Page : 1 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Objective
To ensure that the room will not be sold to a guest during the time the show
room is needed.
Policy Statement
It is the policy of the hotel that the room requested for show room is blocked
in the system and double-checked afterwards by Housekeeping.
Temporary Show Room Procedures
1. The TeDM Member will approach the Front Desk and mention which type of
room is needed for show room.
2. The Front Desk Agent will source a vacant clean room.
3. Assign the room number in the computer system and place the reason as
Show Room. This will ensure that the room is not sold or allocate to another
guest.
4. The key will be put in a key card holder and the room number will be written
down
5. Upon completion of the show room the key card and key will be handed
over to the Front Desk Agent
6. The Front Desk Agent will unassign the room number and calls Housekeeping
to double check the room to ensure cleanliness.
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43 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Show Room Effective Date :
Policy No : FO-DM-025 Issued by : FOM
Page : 2 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
7. The Senior Front Desk Agent will check all Assign Rooms on a regular basis to
ensure that the inventory is accurate.
Permanent Show Room Procedure
1. If occupancy allows, the Front Desk Supervisor / TeDM Leader should assign
Permanent Show-Rooms (of each category), preferably on the same floor.
2.
Housekeeping should then block these rooms as Out-Of-Service (using theShow-Room reason code).
3. When associates request the show-room keys, they sign for the keys in the
reception log book, and sign the keys back in when they are returned.
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44 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Hotel Inspection Effective Date :
Policy No : FO-DM-027 Issued by : FOM
Page : 1 of 1 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Objectives
To ensure that sound is minimized during the nighttime and all guest can
enjoy a undisturbed night sleep
To ensure that guests and teDM members behave well during the night time
Policy Statement
It is the policy of the hotel to provide a safe, peaceful and disciplined
environment for guests and teDM members during nighttime
Procedures
1.The Night Manager will make regular rounds through and out-side of the hotel
with or without the Security Officer on duty.
2.He will inspect and monitor
a) Guest behavior in bars and on the floors
b) TeDM member behavior in outlets, offices, kitchens, etc. from all
departments
c) Work attitude, quality and progress
d)
Uniform cleanliness and completeness
e) EFMoming
f) Deficiencies that need to be followed up
g) Unclean areas that need to be followed up
h) Car parking and taxi driver behavior
i) Etc.
3.All events out of the ordinary will be recorded down on the log book and all
events that need immediate action will be carried out with the assistance of
the Security Officer on duty.
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45 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Incoming Faxes
/ Email at nighttime
Effective Date :
Policy No : FO-DM-028 Issued by : FOM
Page : 1 of 1 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Objectives
To ensure that the incoming faxes / Emails for the hotel guest are delivered
within 30 minutes.
To ensure that the incoming faxes / Emails are billed to the guest
appropriately.
Policy Statement
It is the policy of the hotel to provide efficient fax / Email services to the
guests.
Procedures
1.The EFM on evening shift and the Assistant Manager on night shift will check
all fax machines in the hotel during their rounds (e.g. Business Centre,
Reservations, Sales & Marketing, F&B Office, Executive Office), to ensure that
guest faxes are not kept waiting till the next morning when the offices open.
2.
The EFM / Night Manager records down the incoming fax / Email and
charges the guest accordingly.
3.He ensures that the door is properly locked and hands the Fax / Email over to
the Bellman for delivery to the room.
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46 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Valuables Effective Date :
Policy No : FO-DM-030 Issued by : FOM
Page : 1 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Objectives
To take good c are of the valuable items of the guest
To ensure that valuable items are not lost or dDMaged
Policy Statement
It is the policy of the hotel to secure a ll valuables that the hotel holds for
guests on a temporarily basis in the Front Office Safety Box.
Procedures
1.Upon request from the Front Desk, Conc ierge or other Front Office
departments the Guest Services Officer will store the valuable in the Front
Office Safety Deposit Boxes.
2.Items to be secured include air tickets, watches, cDMeras etc. that are
temporarily hold for in-house or out-side guests. Also signed credit card
vouchers from Front Desk for deposit and as required by Accounting
Department.
3.Put the items in either one of the safety deposit boxes assigned for Guest
Services and fill in the Log Book.
4.Sign out the item in the required log book upon retrieving the item and ask
the department to sign for receiving the item.
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47 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Valuables Effective Date :
Policy No : FO-DM-030 Issued by : FOM
Page : 2 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Rem a rks:
Make sure the Front Desk Agent put the Credit Card voucher in
an envelope with guest name, room number, staying period,
type of credit card and ID / passport number. Check the
contents on the envelope and c lose with a staple
Make sure the room number and / or check out dates on the
envelopes are changed according instructions from Front
Office.
Make sure the envelopes are retrieved on the day of departure
and handed over to the Senior Front Desk Agent in order not to
slow down the check out process
Logbook
Safety Box log book
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48 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Guest Birthday Effective Date :
Policy No : FO-DM-31 Issued by : FOM
Page : 1 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Objectives
To wish guest a happy birthday
To provide guests with good hospitality
Policy
It is the policy of the hotel to recognize and present a birthday gift to all in
house guests celebrating their birthday while staying in the hotel.
Procedures Night Manager
15.
Print and check the guest birthday report
16. Prepare the c omplimentary orders
Procedures EFM
1.Check the complimentary orders and wait till you receive the signed Birthday
Cards from the Front Office Manager.
2.Pass all to the Room Service who will prepare the set up in the room.
Procedures Birthday upon Check In
1.If the guest birthday is the same as the arrival day, the Front Desk Agent
should recognize the date of birth and wish the guest a Happy Birthday on
behalf of The Rich Prada Bali, in a discreet manner, and not in front of the
guests colleagues, or traveling companion(s).
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49 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Guest Birthday Effective Date :
Policy No : FO-DM-31 Issued by : FOM
Page : 2 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
2.After the check in the Front Desk Agent notifies the EFM
3.The EFM arranges that a card and the complimentary voucher will be sent to
Room Service
Procedures Birthday upon Check Out
1.In case the guest birthday is on the same day as the departure day, the Night
Manager will prepare a gift and card signed by the FOM.
2.The card and gift will be passed to the Front Desk who will surprise the guest
upon check out.
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50 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Incoming faxes Effective Date :
Policy No : FO-BC-001 Issued by : FOM
Page : 1 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Objectives
1.To ensure that the guest receives his complete fax
2.To inform the sender that the guest can not be reached by the hotel
Policy Statement
It is the policy of the hotel to provide efficient fax / Email services to the guests.
Procedures
1.
Check the name on the fax against the computer system
2.Try every way to locate the guest in the system, e.g.:
Checked out guests
Guests with future bookings
Guests with cancelled bookings / no shows
Check by company name
Check by changing first and last name
Check Chinese/Cantonese spelling of the guest name
3.Type Facsimile Notice if the guest is not in-house and is not expec ted to arrive,
or:
*The fax is not legible
*The fax is not complete
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51 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Incoming faxes Effective Date :
Policy No : FO-BC-001 Issued by : FOM
Page : 2 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
4.If the guest name can not be located in the system, send a Facsimile Notice
to the sender to request for more information.
5.Fill in all information on the Business Center Control Sheet
6.File the Facsimile Notice
7.Check the name of the guest daily in the system in case any reservation is
made in the mean time
8.If the guest can not be located after 14 days the fax has to be destroyed
unless the sender gave spec ific instructions not to do so.
9. If the received fax is illegible has pages missing send a Facsimile Notice to
the sender and request to re-send the pages again
10. Send the fax together with a copy of the Facsimile Notice to the guest
room so the guest knows the sender is informed already
11. Do not charge the fax immediately but wait till the re-send, legible and
complete fax is received
Rem a rks:
5/6 on faxes means that the c urrent page is page 5 of a total of 6
Forms
Facsimile Notice
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52 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Incoming Fax / Email Effective Date :
Policy No : FO-BC-002 Issued by : FOM
Page : 1 of 1 Approved by : General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Objectives
To ensure that the incoming fax / Email for the hotel guest is delivered within
30 minutes.
To ensure that the incoming fax / Email is billed to the guest appropriately.
Policy
It is the policy of the hotel to provide efficient fax / Email services to the
guests.
Procedures
1.
Record the information on the Business Center Control Sheet
2. Raise a Business Center Accounting Voucher and charge the guest
according the incoming fax / Email charges - no need for guest signature
for incoming fax / e-mail
3. Prepare the envelope, write down the guest name and room number on
the envelope.
4. Contac t the Concierge to deliver the Incoming Fax / Email to the room
immediately.
5. Ask the Bellman to acknowledge for pick up of the fax / email
6. Post the charges to the guest account and distribute the voucher.
Rem a rks
Faxes for Admin are recorded on the Business Center Control Sheet but not
charged.
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53 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
Forms
Business Center Control Sheet
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54 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Outgoing Fax Effective Date :
Policy No : FO-BC-005 Issued by : FOM
Page : 1 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Objectives
To ensure that the outgoing fax for the hotel guest is faxed out as soon as
possible.
To ensure that the outgoing fax is billed to the guest accurately.
Policy Statement
It is the policy of the hotel to provide efficient fax services to the guests.
Procedures
1.Double check the fax number (also country and area code) with the guest
2.Raise a Business Center Accounting Voucher and fill in completely
3.Fill in the Business Center Control Sheet
4.Obtain the guest signature on the Business Center voucher. Verify guest
name and room number with the computer system.
5.Check if the guest would like to wait at the Business Center to collect the fax
or prefer the fax to be sent to his room.
6.Fax the document through without any delay.
7.Obtain the duration of the fax used and attach the Send Report from the fax
machine to the guest fax with a paper clip in order to ensure the guest that
the fax has been sent.
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55 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Outgoing Fax Effective Date :
Policy No : FO-BC-005 Issued by : FOM
Page : 2 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
8.Calculate the total Amount to be charged according to the rate established
by the hotel and complete the Business Center Voucher by filling in the
Amount.
9.Post the charges to the guest account.
10. Distribute the Business Center voucher.
11. Prepare the fax envelope, write the guest name and room number on
the envelope and include the Send report from the fax machine.
12. Contact the concierge to deliver the Outgoing fax to the room
immediately, and ask the Bellman to initial the Control Sheet for receiving the
envelope. If there is any difficulty to fax out any document, the guest must be
contacted immediately to verify the fax number and to keep the guest
informed on any progress.
.
FormsBusiness Center Control Sheet
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56 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : DHL / EMS
/Courier Services
Effective Date :
Policy No : FO-BC-006 Issued by : FOM
Page : 1 of 5 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Objectives
To provide the guests with complete Business Center Services
Policy Statement
It is the hotels policy to provide guests with professional and reliable courier
services through the Business Center.
Procedures Local Courier
1.The guest requires a courier for his documents / package and within (area
name)
2.Fill in an EMS Form completely and clearly
3.Fill in a Business Center Accounting Voucher and ask the guest to sign charge
according to the destination.
4.
Fill in the Business Center Control Sheet
5.Call the Express Company at telephone: ( ) and ask them to pick up the
documents as soon as possible and within 30 minutes.
6.Ask the company to give a proper bill of the service provided
7.Pass the original bill to the Accounting Department attached with the correct
page of the B/C Accounting Voucher
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57 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : DHL / EMS
/Courier Services
Effective Date :
Policy No : FO-BC-006 Issued by : FOM
Page : 2 of 5 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Procedures EMS
1. The guest requires a courier for his documents / package and request
specifica lly EMS service
2. Give the guest EMS Form and help the guest to fill in all the required items:
a) Date and time of posting
b) Specific address and name of both sender and receiver. Also
accurate telephone number and post code
c) Contents of the envelope
d) Type (e.g. letter, file, and package)
e) Guest signature
3. Check if information is on all 4 copies;
4. Weight the EMS envelope on the scale:
5. Inform the guest about the regulations of the weight and how much the
guest is charged
6. Give the Senders Copy of the EMS form to the guest and stick the other
pages within the frDMe on the envelope
7. To get informed of the current status of the EMS parcel, the guest /
Business Center can call (Number)
8. Fill in a Business Center Accounting Voucher and ask the guest to sign
9. Fill in the Business Center Control Sheet
10. Call the Express Company at telephone (number) and ask them to pick
up the documents as soon as possible and within 30 minutes.
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58 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : DHL / EMS
/Courier Services
Effective Date :
Policy No : FO-BC-006 Issued by : FOM
Page : 3 of 5 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
11. Ask the company to give the hotel a proper EMS bill
12.
Pass the bill to the Accounting Department attached with the correct
page of the B/C Accounting Voucher
Rem a rks:
Every letter on all copies of the EMS form are c lear and easy to identify.
Prohibited articles as cash money and animals are not allowed to be send
as EMS items.
In case of any inquiry the guest has to contact the post office from where
the parcel is send, within 4 months, and presenting the 4thcopy of the EMS
form. No inquiry exceeding this period is accepted.
Procedures DHL
1. The guest requires a courier for his documents / package and request
specifically DHL service
2.
Check if DHL service is available in the requested country and place
3. Give the guest DHL Form and help the guest to fill in all the required items:
a) Senders name, and details
b) Receivers name and details
c) Signature of the guest
d) Service
I. File Express - describe the content as accurately as
possible (e.g. Broc hures, letters)
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59 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : DHL / EMS
/Courier Services
Effective Date :
Policy No : FO-BC-006 Issued by : FOM
Page : 4 of 5 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
II. Package Express--- State the dec lared value (Customs
valuation) of the guests package
III.
Spec ial Express - Collect service
a. Complete the shippers Letter of liability
provided by DHL Sinotrans.
b. If guest are a cash guest, provide a
Confirmation Letter from the Consignee
c.DHL bill the consignee and send guest the
confirmation of shipment delivery on request
e) Others (insurance, etc.)
8.Check if information is on all copies
9.Weight the DHL envelope on the scale
10. Inform the guest about the regulations of the weight and how much the
guest is charged
11. Give the Senders Copy of the DHL form to the guest and stick the other
pages within the frDMe on the envelope
12.To get informed of the current status of the DHL parcel, the guest / Business
Center can call the company or check on the Internet (http://www.dhl.com)
13. Fill in a Business Center Accounting Voucher and ask the guest to sign
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60 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : DHL / EMS
/Courier Services
Effective Date :
Policy No : FO-BC-006 Issued by : FOM
Page : 5 of 5 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
14.
Fill in the Business Center Control Sheet all the Express Company at
telephone: ( ) and ask them to pick up the documents as soon as possible
and within 30 minutes.
15. Ask the company to give the hotel a proper EMS bill
16. Pass the bill to the Accounting Department attached with the correct
page of the B/C Accounting Voucher
Forms
Business Center Control Sheet
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61 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Translator / Interpreter Effective Date :
Policy No : FO-BC-007 Issued by : FOM
Page : 1 of 4 Approved by : General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Objectives
To provide the guests with complete Business Center Services
Policy Statement
It is the hotels policy to provide professional translation / interpreter services
through the Business Center.
Procedures Translation
1.
Mention to the guest the prices and speed of the company and that theservice will be charged to his room
2. Determine the needs of the guest:
a)Languages
b)Number of pages to be translated
c)Field of the papers (e.g. medical, technical, etc.)
d)How fast the guest needs the translation
3. Call RELATED Translation company at telephone (number)
Mention to the company that you are from the Business Center in The Rich
Prada Bali Hotel and explain the guests requirements
4. Check with the company the estimated price and time determined by
the guests needs
5. Pass the information to the guest and ask if he accepts price and time
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62 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Translator / Interpreter Effective Date :
Policy No : FO-BC-007 Issued by : FOM
Page : 2 of 4 Approved by : General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
6. Confirm with the company and ask at what time the document will be
Ready
7. Fax the pages to the company (fax number) and charge the guest
accordingly for the fax or ask the company to pick up the document if it
contains too many pages or is confidential
8. Ask the guest if the company can send the translated pages back by fax
and if the Business Centre can send the document to his room.
9. Call the company on the time they agreed that the document would be
Translated
10. When you receive the document as well as a proper written bill, open a
Business Centre Accounting Voucher and fill in completely
11. For small or urgent translation services that can be done in-house by the
Business Center Staff, remember to check with the guest on any
words/phrases that have an unclear meaning or are very technical. This is to
avoid making mistakes.
12. Bring document to the guest as well as the voucher for the guests
Signature
13. Post the Amount in the guest folio.
14.
Fill in the Business Center Control Sheet
15. Pass the original bill from RELATED to the Accounting Department
attached with the correct page of the B/C Accounting Voucher
Rem a rks:
1 page translated from Chinese to English or English to Chinese will cost
approximately CNY 150 and takes one day.
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63 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Translator / Interpreter Effective Date :
Policy No : FO-BC-007 Issued by : FOM
Page : 3 of 4 Approved by : General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Procedures Interpreter
1. Mention to the guest the prices and speed of the company and that the
service will be charged to his room
2.
Determine the needs of the guest:
a) Languages
b) Length of session
c) Place of the session
d) Field (e.g. medical, technical, etc.)
e) When the guest needs the interpreter
f) Other
3. Call RELATED Translation company at telephone ( )
4. Mention to the company that you are from the Business Center in The Rich
Prada Bali and explain the guests requirements
5.
Check with the company the estimated price determined by the guests
needs
6. Pass the information to the guest and ask if he accepts the price
7. Make specific arrangements with the company ideally the interpreter and
guest should meet in the Business Center
8. Ask the guest to sign the Business Center Accounting Voucher
9.
Ask the interpreter to contact you at the end of the session to give you aproper bill for the correct price and length of the session.
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64 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Translator / Interpreter Effective Date :
Policy No : FO-BC-007 Issued by : FOM
Page : 4 of 4 Approved by : General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
10.Fill in the Voucher completely and charge to the guest folio
11.Fill in the Business Center Control Sheet
12.Pass the original bill from RELATED to the Accounting Department attached
with the correct page of the B/C Accounting Voucher
Rem a rks:
An interpreter for 1 hour will cost approximately (price) per hour and can be
available within 2 hours
Forms
Business Center Control Sheet
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65 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject :Baggage Service For
Arrivals
Effective Date :
Policy No : FO-CON-002 Issued by : FOM
Page : 1 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
Policy Statement
It is the policy of the hotel that baggage service is provided efficient and
secured at all times.
Objective
To ensure that the Baggage is attended and delivered promptly upon
arrival.
To prevent any mistake or security problem arising from an unprofessional
way of baggage handling.
Procedures
1.The Bellman on duty has to carry with him adequate Baggage Tags at all
times.
2.
As soon as the baggage is unloaded from the vehicle, the Bellman has to put
on the Baggage tags with serial number.
3.At the same time, he inspects the condition of the bags if they are securely
locked and without any dDMage - If there is any notify the guest
immediately.
4.Escort the guest to the Front Desk for registration.
5.
The Bellman attends to the baggage, stands and waits 2 meters behind theguest while he is registering.
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66 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject :Baggage Service For
Arrivals
Effective Date :
Policy No : FO-CON-002 Issued by : FOM
Page : 2 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Associates
6.As soon as the registration process is completed, the Front Desk Agent signals
the Bellman and mentions to the guest that the Bellman will show him the
way to their room.
7.In case the arrivals are too many for the Bellmen to handle, the Bellman will
place the luggage at the entrance of the hotel, which is manned at all times,
and shows the guest the way to the reception and attend to other arriving
guests.
8.After Check In the Front Desk Agent writes down the serial number on the RC
and advises the guest that his luggage will be sent up to his room as soon as
there is an available Bellman. The Front Desk Agent will inform the Bell
Captain to follow up as soon as possible.
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67 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Baggage Service
for Departure
Effective Date :
Policy No : FO-CON-003 Issued by : FOM
Page : 1 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Assoc iates
Objective
To ensure that the baggage is attended and picked up promptly upon
departure.
To eradicate any mistake or security problems arises from the unprofessional
way of baggage handling.
Policy Statement
It is the policy of the hotel that the baggage service provided is efficient and
secured at all times.
Procedures
1. The Bellman on duty has to carry with him all the time Baggage Tags.
2. On receiving a call to pick up guest luggage for departure, the Bell Captain
has to clarify with the guest the number of baggage and inquire if
transportation service (shuttle or limousine) is required.
3. Assign a Bellman to attend to the guest and advise him the type of luggage
trolley to be used for the job.
4. The Bellman arrives at the door rings the bell and identifies himself.
5. Collect the baggage from the guest, and check that all the baggage is
properly locked and not dDMaged - if there is notify the guest immediately.
6. The second half of the Departure Baggage Tag is handed over to the guest.
The guest is informed to present the baggage tag when retrieving his
luggage (this is only done when guests need their luggage stored for alonger period)
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68 Prepare by: Agustinus Agus Purwanto, SE MM General Manager
STANDARD OPERATING PROCEDURES
Subject : Baggage Service
for Departure
Effective Date :
Policy No : FO-CON-003 Issued by : FOM
Page : 2 of 2 Approved by :General Manager
Distribution : Executive Committee Department Head A&B
: All Assoc iates
7. The
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