Procedural Handbook

Quality Inn & Suites of Holland

Revision 1.0 Updated April 2016

2

Chain of Command ................................................................................................................................................. 8

Punching In/Out ........................................................................................................ Error! Bookmark not defined.

To Punch In: .......................................................................................................... Error! Bookmark not defined.

To Punch Out: ....................................................................................................... Error! Bookmark not defined.

Open Your Shift ....................................................................................................................................................... 9

Count and Initial the Drop of the Previous Shift ................................................................................................. 9

Count Your Cash Drawer ...................................................................................... Error! Bookmark not defined.

Write Vouchers..................................................................................................... Error! Bookmark not defined.

Sign in to Shift ...................................................................................................... Error! Bookmark not defined.

Close Your Shift ......................................................................................................... Error! Bookmark not defined.

Count Your Drawer ............................................................................................... Error! Bookmark not defined.

Sign Out of Shift .................................................................................................... Error! Bookmark not defined.

Prepare a Drop at the End of Your Shift ............................................................... Error! Bookmark not defined.

Shift Expectations ..................................................................................................... Error! Bookmark not defined.

Do a Bucket Check ................................................................................................ Error! Bookmark not defined.

Walk Rounds ......................................................................................................... Error! Bookmark not defined.

Add Items to the Maintenance Log ...................................................................... Error! Bookmark not defined.

Monitor Lost and Found ....................................................................................... Error! Bookmark not defined.

Send Packages (via PKG’s) .................................................................................... Error! Bookmark not defined.

Send Out Dry Cleaning ......................................................................................... Error! Bookmark not defined.

Newspapers .......................................................................................................... Error! Bookmark not defined.

First Shift ........................................................................................................... Error! Bookmark not defined.

Third Shift ......................................................................................................... Error! Bookmark not defined.

Printer/Fax Machine ............................................................................................................................................. 11

Fill Printer Paper ................................................................................................................................................ 11

Replace Printer Toner Cartridge........................................................................................................................ 11

Send a Fax .......................................................................................................................................................... 11

Receive a Fax ..................................................................................................................................................... 11

Make a Copy ...................................................................................................................................................... 12

Phone System............................................................................................................ Error! Bookmark not defined.

Answer Phone ...................................................................................................... Error! Bookmark not defined.

Forward Call to a Room ........................................................................................ Error! Bookmark not defined.

Forward Call to the Cordless Phone ..................................................................... Error! Bookmark not defined.

Set Wake-up Calls ................................................................................................. Error! Bookmark not defined.

Turn Off Wake-up Calls ........................................................................................ Error! Bookmark not defined.

Turn off Alarm for Unanswered Wake-up Calls ................................................... Error! Bookmark not defined.

3

Turn On/Off Individual Room Phones .................................................................. Error! Bookmark not defined.

Turn Phones Off ................................................................................................ Error! Bookmark not defined.

Turn Phones On ................................................................................................ Error! Bookmark not defined.

Seasonal: Reset Time/Date on Phone System ..................................................... Error! Bookmark not defined.

Make Room Keys....................................................................................................... Error! Bookmark not defined.

Original Key .......................................................................................................... Error! Bookmark not defined.

Copy a Key ............................................................................................................ Error! Bookmark not defined.

Read a Key ............................................................................................................ Error! Bookmark not defined.

Make a Reservation .............................................................................................................................................. 13

Group Sales ....................................................................................................................................................... 13

Make a Normal Reservation ................................................................................. Error! Bookmark not defined.

Stay Information ............................................................................................... Error! Bookmark not defined.

Room and Rate Information ............................................................................. Error! Bookmark not defined.

Guest Information ............................................................................................ Error! Bookmark not defined.

Guarantee Information ..................................................................................... Error! Bookmark not defined.

Confirm Guest Reservation .................................................................................. Error! Bookmark not defined.

Special Room Requests ........................................................................................ Error! Bookmark not defined.

Assign the Room ............................................................................................... Error! Bookmark not defined.

Lock the Room .................................................................................................. Error! Bookmark not defined.

Check In Guests ......................................................................................................... Error! Bookmark not defined.

Check In Walk-in Guests ....................................................................................... Error! Bookmark not defined.

Check In a Guest with a Reservation .................................................................... Error! Bookmark not defined.

Manual Check-In ................................................................................................................................................... 15

Special Information Regarding Pre-Paid Rate Codes ........................................... Error! Bookmark not defined.

Expedia Pays Us the Room Rate ....................................................................... Error! Bookmark not defined.

Pre-Paid, No Cancellation Allowed ................................................................... Error! Bookmark not defined.

Guest Made Reservation Through Expedia ...................................................... Error! Bookmark not defined.

Reward Free Night ............................................................................................ Error! Bookmark not defined.

SRD .................................................................................................................... Error! Bookmark not defined.

Employee Discount, Not Pre-Paid .................................................................... Error! Bookmark not defined.

Friends & Family Discount, Not Pre-Paid ......................................................... Error! Bookmark not defined.

Government Discount, Not Pre-Paid ................................................................ Error! Bookmark not defined.

Check in Red Cross Guests ................................................................................... Error! Bookmark not defined.

Check in Direct Bill Guests .................................................................................... Error! Bookmark not defined.

Direct Bill Guarantee Information .................................................................... Error! Bookmark not defined.

Special Circumstances ............................................................................................... Error! Bookmark not defined.

4

Underage Guests .................................................................................................. Error! Bookmark not defined.

Guest Using a Credit Card in Someone Else’s Name ............................................ Error! Bookmark not defined.

Daily Charge for Rollaway Bed ............................................................................. Error! Bookmark not defined.

No Charge for Crib (Pack-and-Play) ...................................................................... Error! Bookmark not defined.

Smoking Charge .................................................................................................... Error! Bookmark not defined.

Pet Charge ............................................................................................................ Error! Bookmark not defined.

No Charge for Service Animals ............................................................................. Error! Bookmark not defined.

Payments................................................................................................................... Error! Bookmark not defined.

Cash Payment ....................................................................................................... Error! Bookmark not defined.

Credit/Debit Card Payments ................................................................................ Error! Bookmark not defined.

Process CLC Guests ............................................................................................... Error! Bookmark not defined.

Credit Card Authorization Form ........................................................................... Error! Bookmark not defined.

Manually Post Charges ......................................................................................... Error! Bookmark not defined.

Reasons for Manual Posting: ............................................................................ Error! Bookmark not defined.

Post a Payment ......................................................................................................... Error! Bookmark not defined.

By Gift Card .......................................................................................................... Error! Bookmark not defined.

Multiple Payers When Guests Check In ............................................................... Error! Bookmark not defined.

By Multiple Payers When Guest Is Checking Out ................................................ Error! Bookmark not defined.

Partial Payment (ex., weekly) ............................................................................... Error! Bookmark not defined.

Refunding Cash (cash paid out) ............................................................................ Error! Bookmark not defined.

E-mail Folio ........................................................................................................... Error! Bookmark not defined.

Check Guests Out After Night Audit ......................................................................... Error! Bookmark not defined.

Adjust Records .......................................................................................................... Error! Bookmark not defined.

Change Guest Information ................................................................................... Error! Bookmark not defined.

Change Rate ......................................................................................................... Error! Bookmark not defined.

Change Stay .......................................................................................................... Error! Bookmark not defined.

Change Payment Information .............................................................................. Error! Bookmark not defined.

Adjust Charges or Payments ................................................................................ Error! Bookmark not defined.

Night Audit ................................................................................................................ Error! Bookmark not defined.

Before Night Audit Runs ....................................................................................... Error! Bookmark not defined.

After Night Audit Runs ......................................................................................... Error! Bookmark not defined.

Run Dollars on the Net ......................................................................................... Error! Bookmark not defined.

Finish Night Audit ................................................................................................. Error! Bookmark not defined.

Housekeeping ........................................................................................................... Error! Bookmark not defined.

Fill Out Housekeeping Sheets ............................................................................... Error! Bookmark not defined.

Call Guests After Checkout ................................................................................... Error! Bookmark not defined.

5

Mark Housekeeping Center After Rooms Are Cleaned ........................................ Error! Bookmark not defined.

Work Orders .............................................................................................................. Error! Bookmark not defined.

To Create a Work Order for a Room .................................................................... Error! Bookmark not defined.

To Complete or Cancel a Work Order .................................................................. Error! Bookmark not defined.

Choice Privileges ....................................................................................................... Error! Bookmark not defined.

Look Up a Guest’s Number .................................................................................. Error! Bookmark not defined.

Sign Up a Guest .................................................................................................... Error! Bookmark not defined.

How to Earn Free Nights ...................................................................................... Error! Bookmark not defined.

Which Rates Earn Points? .................................................................................... Error! Bookmark not defined.

Clean the Lobby ........................................................................................................ Error! Bookmark not defined.

Wipe Tables, Countertops, and High Chairs......................................................... Error! Bookmark not defined.

Wipe Juice Machine, Table Seats and Legs, Cabinets .......................................... Error! Bookmark not defined.

Flush the Juice Machine ....................................................................................... Error! Bookmark not defined.

Clean the Microwave ........................................................................................... Error! Bookmark not defined.

Clean the Cereal Dispensers ................................................................................. Error! Bookmark not defined.

Empty Trash .......................................................................................................... Error! Bookmark not defined.

Clean Windows, Mirrors in Bathroom, and Front of Candy Machines ................ Error! Bookmark not defined.

Vacuum Rugs ........................................................................................................ Error! Bookmark not defined.

Check/Clean Bathrooms ....................................................................................... Error! Bookmark not defined.

Note: TV Remote .................................................................................................. Error! Bookmark not defined.

Laundry ..................................................................................................................... Error! Bookmark not defined.

Washing Sheets .................................................................................................... Error! Bookmark not defined.

Washing Blankets/Bedspreads ............................................................................. Error! Bookmark not defined.

Washing Towels.................................................................................................... Error! Bookmark not defined.

Washing Rags ....................................................................................................... Error! Bookmark not defined.

Folding Flat Sheets ............................................................................................... Error! Bookmark not defined.

Folding Pillow Cases ............................................................................................. Error! Bookmark not defined.

Folding Mattress Pads .......................................................................................... Error! Bookmark not defined.

Folding Blankets ................................................................................................... Error! Bookmark not defined.

Folding Bedspreads .............................................................................................. Error! Bookmark not defined.

Folding Bath Towels ............................................................................................. Error! Bookmark not defined.

Folding Pool Towels .............................................................................................. Error! Bookmark not defined.

Folding Bath Mats ................................................................................................ Error! Bookmark not defined.

Folding Hand Towels ............................................................................................ Error! Bookmark not defined.

Folding Washcloths .............................................................................................. Error! Bookmark not defined.

Folding Shower Curtains ...................................................................................... Error! Bookmark not defined.

6

Amenities .................................................................................................................. Error! Bookmark not defined.

What Is Available and Where to Find It ............................................................... Error! Bookmark not defined.

Extra Bedding and Towels .................................................................................... Error! Bookmark not defined.

Breakfast Set-Up ................................................................................................................................................... 16

Stock Supplies Under the Counters ................................................................................................................... 17

Refill Juice as Necessary ....................................................................................... Error! Bookmark not defined.

Set Out Serving Utensils ....................................................................................... Error! Bookmark not defined.

Make Extra Waffle Batter as Necessary ............................................................... Error! Bookmark not defined.

Modify Amount of Breakfast According to Number of Guests ............................ Error! Bookmark not defined.

Keep Tables Wiped as Necessary ......................................................................... Error! Bookmark not defined.

Keep Supplies Filled as Necessary ........................................................................ Error! Bookmark not defined.

Wash Used Dishes/Containers ............................................................................. Error! Bookmark not defined.

Breakfast Tear-Down ................................................................................................ Error! Bookmark not defined.

Food Service ......................................................................................................... Error! Bookmark not defined.

Wash All Serving Utensils ..................................................................................... Error! Bookmark not defined.

Emergency Procedures ............................................................................................. Error! Bookmark not defined.

Shut-Offs for Gas, Electric, and Water ................................................................. Error! Bookmark not defined.

Fire ........................................................................................................................ Error! Bookmark not defined.

Tornado ................................................................................................................ Error! Bookmark not defined.

Injury to Guest ...................................................................................................... Error! Bookmark not defined.

Robbery ................................................................................................................ Error! Bookmark not defined.

Child Trapped in a Locked Bathroom ................................................................... Error! Bookmark not defined.

Silencing the Fire Alarm ....................................................................................... Error! Bookmark not defined.

Where Do I Find: ....................................................................................................... Error! Bookmark not defined.

Plungers ................................................................................................................ Error! Bookmark not defined.

Playing Cards ....................................................................................................... Error! Bookmark not defined.

Extra Television Remotes/Batteries ..................................................................... Error! Bookmark not defined.

Miscellaneous Responsibilities ................................................................................. Error! Bookmark not defined.

Mail ....................................................................................................................... Error! Bookmark not defined.

Seasonal .................................................................................................................... Error! Bookmark not defined.

Reset Time on Time Clock .................................................................................... Error! Bookmark not defined.

Reset Time on Phone System ............................................................................... Error! Bookmark not defined.

Reset Time on Microwave .................................................................................... Error! Bookmark not defined.

Reset Time on Wall Clock ..................................................................................... Error! Bookmark not defined.

Clear Snow ............................................................................................................ Error! Bookmark not defined.

Turn On/Off Pool Lights........................................................................................ Error! Bookmark not defined.

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Clean Up Pool Area ............................................................................................... Error! Bookmark not defined.

Collect Pool Towels .............................................................................................. Error! Bookmark not defined.

Chain of Command

General Manager

(Aaron Pushkin)

Manager

(Lillibet Montrose)

Assistant Manager

(Karen Oberholtzer)

Guest Services Manager

(Melanie Firkin)

Night AuditorGuest ServicesGuest Services

Head of Housekeeping

(Isaac Mirikin)

HousekeeperHousekeeper

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Open Your Shift

Count and Initial the Drop of the Previous Shift

1. When you arrive for your shift, ask the previous employee if they have a drop. 2. Count the drop, check it against the cash total on the Shift Reconciliation Sheet.

o If there are Cash Vouchers, those should be used in place of an equal amount of cash. o Vending Machine Vouchers are left in the drawer and returned to the vending machine

salesman for reimbursement. o Checks, the total of which should match the check total on the Shift Reconciliation Sheet,

should also be dropped. 3. Bundle the drop with the Shift Reconciliation Sheet. 4. Mark the envelope with the date the shift began, the shift number, and the amount being dropped. 5. Have the previous shift employee initial the envelope. 6. Put a slash and your initials after theirs.

12/21/15 – 3rd shift $88.79 RLM/BH

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7. Fill out the Cash Reconciliation Report above the safe in the back office with the amount of the drop under the shift number..

8. Under the column marked “D/W,” write the initials of the person making the drop and the person who re-counted it.

CASH RECONCILIATION REPORT

Month:____September__________

Shift 1 D/W Shift 2 D/W Shift 3 D/W Shift 4 D/W Totals

1

2 380.97 CB/RW

3

4

5

Date of the Month

Your shift Dropped By/Witnessed By

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Printer/Fax Machine

Fill Printer Paper

Extra printer paper is located on the middle shelf of the bookcase in the back office. For the Brother MFC-L2700DW printer under the front desk:

1. Pull open the drawer in the bottom front of the printer. 2. Take an appropriate height stack of paper from the package. 3. Fan all 4 sides of the stack to prevent the pages from sticking together. 4. Carefully insert the paper into the paper tray (The paper should not fill higher than the fill line on the

front right paper guide rail.) 5. Close the drawer.

Replace Printer Toner Cartridge

Toner cartridges are kept in the back office on the shelf above the filing cabinet. For the Brother MFC-L2700DW printer under the front desk:

1. Pull open the front panel of the printer. (There are finger indentations on the front sides of the printer, just below the control panel.)

2. Take the handle of the toner cartridge and gently pull it up and out. 3. Discard the toner cartridge in the trash. 4. Take the new toner cartridge out of the plastic bag. 5. Gently fit it in the slot and push it all the way in.

Send a Fax

For the Brother MFC-L2700DW printer under the front desk:

Either place the document original(s) face up in the feeder OR place the original on the glass with the side you want to fax facing down and set against the left rear corner of the glass.

Press FAX.

Enter the number to which the document will be faxed.

Press START.

Receive a Fax

A tone will sound when the entire fax has been received and printed.

Remove the fax from the printer. o If it is an advertisement, throw it out. o If it is a reservation confirmation, check to see if the reservation has been received. If it has

been and all the information is correct, throw out the fax. o If it is a credit card authorization, mark the guest record in the Special Requests section, “Credit

Card Authorization on file” and file the authorization in the green binder under the front desk marked “Credit Card Authorizations.”

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Make a Copy

To make a copy on the Brother MFC-L2700DW printer:

Either place the document original(s) face up in the feeder OR place the original on the glass with the side you want to fax facing down and set against the left rear corner of the glass.

Press COPY.

Enter the number of copies you want to make.

Press START.

13

Make a Reservation

Group Sales

If you get a phone call requesting reservations for more than 5 rooms at a time, or if a company requests a reduced business rate, take a Group Sales Information Form from the front desk clipboard and fill out all the highlighted fields (additional fields are preferable, but the highlighted fields are necessary):

1. the current date

2. the name of the contact person for the group (usually the person calling)

3. a group name (name of tournament, sports team, bride/groom if it is a wedding, …)

4. type of group

5. a contact phone number, either home or cell, but preferably both

6. an e-mail address

7. the best time to talk to someone if our group sales representative has questions

8. the day the guests will be checking in (after 3 PM)

9. the day the guests will be checking out (by 11 AM)

10. # of each type of room needed – NDD, NQ, and NK

11. whether each person will be making their own reservation or someone will be sending us a list of

guests

Tack the form(s) on the bulletin board in the back office. Our sales staff will quote the price for each room, assign a cut-off date for reservations, and send a contract.

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①

②

③ ④

⑤

⑥

⑦

⑧ ⑨

⑩ ⑩ ⑩

⑪

15

③

Manual Check-In If there is a problem checking in a Guest, or if you can not print a reg card, take a manual reg card from either top drawer behind the front desk and fill out the following information:

1. Last Name 2. First Name 3. Room Number 4. Rate 5. Clerk’s Initials 6. Arrival Date 7. Departure Date

8. Number in Party 9. Address information—only if not in the

computer 10. Check Out Time is always 11 AM 11. Payment Information 12. Guest Signature

Tear off the right side strip and give to guest. Enter information into computer as soon as possible, or, if already entered, print reg card as soon as possible and attach this card to it.

① ②

④

⑤

⑥

⑦

⑧

⑨ ⑩

11 AM ⑫

⑪

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Breakfast Set-Up Soon after third shift starts, stock the following items on the countertop:

1. Cold Drink Cups –For a full house, stack the cups to the height of the top of the coffee pots.

2. Coffee Cups – For a full house, stock them so the top cup starts at the top of the condiment holder.

3. Coffee Cup Lids – Stock them so the last lid ends at the top of the holder.

4. Coffee Stirrers – Keep this at least half full; completely full for a full house.

5. Decaffeinated Tea and Flavored Caffeinated Teas – At least 4 of each kind.

6. Sugar and Artificial Sweeteners — ½ of the bowl should be sugar, with the other ½ split between 3 artificial sweeteners.

7. Creamers – For a full house, fill the bowl.

8. Plates – There are some at the crock pot and some at the pastry server. Stock the server so the last plate fits under the side arms.

9. Cereal Bowls –For a full house, stock so that the top bowl is even with the top of the holder.

10. Flatware – A holder with spoons, forks, and knives is next to the microwave; spoons alone are in the holder next to the cereal, and knives alone are next to the breads and pastries, Fill them full, but not so full that pulling out one piece brings others with it.

11. Napkins – Located on top of the microwave and next to the condiments at the toaster. For a full house, keep them at least ⅔ full.

12. Sugar-free and Regular Syrup – Keep the sugar-free syrup at least ¼ full and the regular syrup completely full.

13. Waffle Batter Cups – For a full house, both stacks should be at least 20 cups over the top of the holder.

14. Fruit – For a full house, keep at least 7 pieces of fruit of each type in the bowl. For fewer than 20 rooms in house, keep about ¼ as much of each type of fruit as the number of rooms rented (Ex., 5 of each type for 20 rooms in house, 2 pieces for 5 rooms or fewer in house.)

15. Oatmeal Packets – Fill the holder on top of the dry cereal.

16. Cereal – For a full house, fill 2/3 full. For fewer guests, fill the dispensers up to the line where the container transitions from a slant to straight.

17. Strawberry Jelly – For a full house, make sure the dish is full.

18. Grape Jelly – For a full house, make sure the dish is full.

19. Peanut Butter and Honey – For a full house, make sure the dish is half full of each.

And in the mini-fridge: 1. Blueberry Yogurt

2. Strawberry Yogurt

3. Butter and Margarine, Cream Cheese – Fill containers at least 2 rows high for the margarine and cream cheese, 3 rows high for the butter.

4. Hard-Boiled Eggs – Put a dozen eggs out for a full house.

OO OO OO OO OO OO

Arrange both types of yogurt in groups of 6 (2 X 3), with a space in between, and 2 containers high.

17

Stock Supplies Under the Counters

Under the juice machine: Drawer Coffee Cups

Coffee Lids Cold Drink Cups

Cabinet Boxes of Sugar Packets extra Coffee Cups extra Coffee Lids extra Cold Drink Cups

Under the Coffee Cups: Drawer Liner bags for countertop trash can Teas Cabinet Extra boxes of sugar

Cold Drink Cups ① Coffee Cups ②

Coffee Lids ③ Coffee Stirrers ④

South Side Breakfast Bar

⑤

⑥

Cream

Small Trash Bin

Utensil container with tongs goes in front of chafing dish

Crock Pot

Ladle

Plates

Flatware

Napkins, Salt/Pepper

18

Blue Sweetener (aspartame--Equal) Pink Sweetener (saccharine--Sweet ‘n Low) Yellow Sweetener (sucralose--Splenda)

Under the Chafing Dish: Drawer Open Box of Decaf Tea Open Box of Coffee Stirrers Cabinet Extra boxes of Creamers Open box of Creamer Under microwave: Drawer New waffle iron grids Waffle iron spray Cabinet Napkins Under batter dispenser: Drawer Plastic cups for measuring batter Cabinet Jellies Peanut Butter Honey Small syrup dispensers Under mini-fridge: Drawer Nothing Cabinet Plastic forks, spoons, knives Baskets for refilling flatware Under cereal dispenser: Drawer Ketchup packets (only until we run out) Extra twist-ties for sealing cereal bags, hard-boiled egg bags Cabinet Cereal bags Under toaster: Drawer Nothing Cabinet

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Styrofoam plates Styrofoam bowls Under pastry dispenser: Drawer Nothing Cabinet Hot chocolate (only until we run out) Oatmeal