Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 5.06 DEPARTMENT : Spa & Recreation TASK: Health & Safety JOB TITLE: Gym EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Health & safety of the guest is ensured. Ensure all health & safety measures are undertaken Ensure that should an emergency occur, the response is fast and effective. All areas and equipment should be free from defects and hazards Ensure that the first aid box / trauma bag is fully stocked and available at all times Ensure guest accident report, accident interview report and customer incident / complaint form is available. Complete guest accident report for all accidents. Complete guest accident report and accident interview report for all serious accidents. Complete customer incident / complaint form for all incidents / complaints. All fitness instructors must have a relevant first aid qualification and undertake first aid training on a regular basis All guests should complete the medical section of the ' guest sign in sheet'. Guests using inhalers for the treatment of asthma should be requested to keep their inhaler with them at all times. There should always be at least one qualified instructor on duty during the times that the gym is open. Wherever possible, and dependant upon the size of the gym, there should ideally be more than one qualified instructor on duty. Children under 17 years of age should not be allowed to use gymnasiums. An automated external defibrillator should be available in the event of a guest having a cardiac arrest. Ensure that all instructors are familiar with the use of the automated external defibrillator and train regularly. Guest Expectation: A safe environment in which to train PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 6.01 DEPARTMENT : Spa & Recreation TASK: Equipment JOB TITLE: Swimming Pool EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY All equipment are clean, free from defects and in good Check equipment daily Ensure provision of rescue equipment working condition All equipment should be checked on a daily basis at the beginning, during and at the end of the day as appropriate. Any defects should be rectified immediately and recorded in the beach / pool logbook Pools should be equipped with the following equipment as a minimum: emergency / drowning alarm linked to the telephone operator; first aid box / trauma bag; spineboard; emergency telephone; respirator; life ring; rescue pole; torpedo buoys; throw bags Designated swim areas in the sea should be equipped with the following equipment as a minimum: emergency / drowning alarm linked to the telephone operator; first aid box / trauma bag; emergency telephone; respirator; life ring;torpedo buoys; blow horn; binoculars. Wherever possible and when necessary a rescue jet ski / boat should be available. All lifeguards should carry a whistle and a bumbag containing essential first aid supplies. Lifeguards should check that the emergency telephone and rescue equipment are present and in working order. Check the pool and surrounding area every time they come back onto a pool from a different location or after a break. Guest Expectation Provide quality, safe and well maintained equipment PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 6.02 DEPARTMENT : Spa & Recreation TASK: Handling Telephone Enquiries JOB TITLE: Swimming Pool EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Enquiries are handled promptly and accurate information given to the guest Answer the phone within three rings Listen carefully and make notes Answer the phone within 3 rings with a clear, friendly manner. Greet guest by saying, “Good Morning/ Afternoon/ Evening, X, swimming pool , XXX speaking, how may I assist you (Mr/s. guest name) Always address guest by name at least twice during the conversation. Listen to the guests needs and write them down on the booking sheet. Use suggestive and up-selling techniques when taking bookings Provide alternatives and assist guests. Repeat to confirm details. Guest Expectation Courteous, prompt and helpful Listen carefully PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 6.03 DEPARTMENT : Spa & Recreation TASK: Health & Safety JOB TITLE: Swimming Pool EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Ensure that the swim pool is safe for the guests to swim in Ensure that should an emergency occur, the response is fast and effective. Provide Rescue equipment All areas and equipment should be free from defects and hazards. Ensure that the first aid box / trauma bag is fully stocked and available at all times. Ensure guest accident report, accident interview report and customer incident / complaint form is available. Complete guest accident report for all accidents. Complete guest accident report and accident interview report for all serious accidents. Complete customer incident / complaint form for all incidents / complaints. All lifeguards must have an internationally recognised lifeguard qualification (e.g. r.l.s.s. uk) and undertake training on at least a weekly basis Children under 17 years of age An automated external defibrillator should be available in the event of a guest having a cardiac arrest. Ensure that all instructors are familiar with the use of the automated external defibrillator and train regularly. For outdoor pools in hot climates it is advisable to have shaded cover of the baby / children’s pool. All pools must have written ' emergency action plans' that the lifeguards are familiar. Lifeguards should wear the appropriate lifeguard uniform to remain visible both to colleagues and to the hotel guests Guest Expectation A safe and secure operation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 6.04 DEPARTMENT : Spa & Recreation TASK: Information JOB TITLE: Swimming Pool EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY To provide information which is current, relevant and easy to read on the notice boards. Provide interesting notice boards containing information of interest to the guest Notice boards should be provided which include the following information: opening hours and pool water temperature. If the pool is an outdoor pool then the following should be included: air temperature; sunrise; sunset; weather conditions; humidity and activities. Notice boards should be updated throughout the day. Notice boards should be kept neat and tidy. Any promotional informational displayed should be of corporate standard and laminated. Instructional and informational signage should be displayed. This should include the basic requirements as outlined in the normal operating plan Guest Expectation To be aware of information relevant to them regarding health & safety, weather conditions, facilities and programs PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 6.05 DEPARTMENT : Spa & Recreation TASK: Opening Procedures JOB TITLE: Swimming Pool EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Swimming pool to be clean, safe and is of the right temperature (28°C) Check, prepare and open the swimming pool. The lifeguard should be on duty 30 minutes before the opening time for the swimming pool The swimming pool to be ready for use 15 minutes before the opening time Collect pool logbook from the club reception. Read logbook & follow-up any pending requests. Collect the weather report from the reception and call weather center for clarification if there are any warnings. Enter weather details on board. Check that all rescue equipment is in working order and in the correct position. Check the pool, pool deck and surrounding areas for condition and cleanliness. Inform duty engineer of any action required. Note this on the opening checklist. Test the emergency telephone by telephoning the operator. Test the emergency / drowning alarm Ensure that the first aid box / trauma bag is fully stocked and available at all times Ensure guest accident report, accident interview report and customer incident / complaint form is available. Check the temperature, chlorine and ph readings for the pool. Ensure that these are within the desired range before opening the pool. Remove pool closing barrier and remove the pool sign Guest Expectation Clean, safe and supervised swimming area PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 6.06 DEPARTMENT : Spa & Recreation TASK: Pool Supervision JOB TITLE: Swimming Pool EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Swimming pool to be supervised with care and attention during operational hours. Supervise the pool at all times. Maintain the recommended number of lifeguards for the size, nature and bather capacity of the pool Ensure that the ' zoning of the pool is as outlined in the pool ' normal operating procedure'. Maintain either a mobile patrol, stationary lifeguard position or both, depending on the pool itself and requirement of the 'normal operating procedure' Effectively scan the pool using the 10/20 scan / rescue system Rotation of lifeguards must take place as per the normal operating plan Guest Expectation Effective supervision of the swimming area by qualified and experienced staff PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 6.07 DEPARTMENT : Spa & Recreation TASK: Closure Procedure JOB TITLE: Swimming Pool EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Close the Swim Pool effectively and prepare for the following day 1. The closing time of the Swimming Pool should be 30 minutes before the end of the instructors shift ends to enable effective closure. 2. The closing time of the pool should be 15 minutes before the end of the lifeguards shift ends to enable effective closure. 3. Check that all rescue equipment is in the correct position. 4. Place pool closing barrier and the pool sign. 5. Check the pool, pool deck and surrounding areas for condition and cleanliness. Inform duty engineer of any action required. Note this on the closing checklist. 6. Complete & sign the beach / pool closing checklist. File the checklist in the appropriate file. 7. Return the beach / pool logbook to the club reception. 8. Empty and wash all ashtrays. Collect all ashtrays and store securely 9. Remove all mattresses and store securely 10. Place sun loungers so that the backs are in an upright position. Re-arrange the sun loungers so that they are in the correct position for the following morning. Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 2 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: S.1.1 DEPARTMENT : Spa & Recreation TASK: Closing Procedure JOB TITLE: Swimming Pool EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 11. Close umbrellas and store securely. 12. Check all furniture for condition and cleanliness. Inform duty engineer of any action required. Note this on the closing checklist 13. Any incidents and / or accidents that occurred during the day should be recorded in the logbook. Completed incident / accident forms (and back-up information) should be sent to the relevant departments. Hotel nurse, duty manager & recreation manager should be informed. 14. Complete & sign the pools closing checklist. File the checklist in the appropriate file. 15. Return the pool logbook to the club reception. Guest Expectation: PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 7.01 DEPARTMENT : Spa & Recreation TASK: Opening Procedures JOB TITLE: Towel Counter EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Prepare all items before opening the towel counter to give good service to the guests Collect the towel counter keys from the security office Collect the towels from the laundry for issuance to the guests. Collect the guest in house from the club reception (references guests name and room number). Cleanliness in the towel counter area must be observed. Guest Expectation Clean and Orderly Answer the telephone within three rings. Answer the telephone within 3 rings with a clear, friendly manner. Greet guest by saying “Good Morning/ Afternoon/ Evening, Towel Counter,XXX speaking how may I assist you ( Mr/s. guest name) Always address the guest by name at least twice during the conversation. Calls put on hold will be done so far a maximum of 20 seconds with guest permission. Courteous, prompt and helpful PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 7.02 DEPARTMENT : Spa & Recreation TASK: Issuing Towels JOB TITLE: Towel Counter EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Ensure enough towels are available Make sure that the guest in house list is ready (names and room number). Procedure of towel card is implemented – one towel per card. Upon arrival, greet the guest by name by saying good morning, good afternoon or good evening. Request the guests for the towel card, get the room number. Record the number of towel cards compared to the respective room numbers (rooming list) how many cards received. Inform the guests, after used they have to return the towel at the towel counter to get the towel cards back. Exchange wet for dry towels, when requested to do so by the guest. Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 7.03 DEPARTMENT : Spa & Recreation TASK: Closing Procedure JOB TITLE: Towel Counter EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Ensure that all towel cards are collected by the guests Collect all used towels and take them to the laundry for washing. Keep all empty trolleys near the laundry area. Clean the towel counter area before closing. Hand over the towel counter key to the security office. Guest Expectation Incorporate vacation plan with roster Produce roster in conjunction with vacation plan Schedule staff on a daily basis taking into consideration guest activity levels PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 7.04 DEPARTMENT : Spa & Recreation TASK: Inventory Control JOB TITLE: Towel Counter EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Assign Staff Clear instructions Stock-take Decide how many staff are needed to be assigned to carry out the task Give staff clear instructions about this procedure Get “Count Sheet” from Laundry Manager Items must be put together and sorted Coordinate with Laundry Count and fill in “Count Sheet” Sign the “Count Sheet Guest Expectation File Store One copy should be kept by outlet concerned Place all items back in original places Ensure stock check of towels is completed monthly, ensure that “Par Stock” is maintained. PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 7.05 DEPARTMENT : Spa & Recreation TASK: Replenishing Towels JOB TITLE: Towel Counter EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY To ensure sufficient supply of towels Replenish fresh towels when 2/3 empty. Collect used towels in the trolley during the day and take them to the laundry for washing. Collect clean towels from the laundry and take to towel counter during the day to ensure towels availability. Guest Expectation Sufficient supply of fresh clean towels. PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 8.01 DEPARTMENT : Spa & Recreation TASK: Opening Procedure JOB TITLE: Beach Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY The beach is clean with all safety measures checked and ready 15 minutes before the first guest arrives. Prepare the beach area before the guest arrives The beach and sea to be ready for use 15 minutes before the arrival of the first guest Collect beach/pool logbook from the club reception. Read logbook & follow-up any pending requests. Check all beach furniture for condition and cleanliness. Inform duty engineer for any action required. Note this on the opening checklist Check all beach cleaning equipment for condition, cleanliness, oil, tyres, etc. Inform duty engineer of any action required. Note this on the opening checklist. Rake the beach either manually or with a sit on tractor. Rake all the way up to the edge of the water to be completed at least 15 minutes before the first guest arrives at the beach. Rake the beach volleyball courts and soccer pitches. To be completed at least 15 minutes before the first guest arrives at the beach. Complete a litter pick on the beach. Ensure all litter / garbage that is on the beach or may have been brought in with the tide is collected and removed. Collect any cigarette butts that may be lying on the sand. To be completed at least 15 minutes before the first guest arrives at the beach. Wash all sun loungers and ashtrays Wipe down all mattresse Guest Expectation Beach to be clean, orderly and necessary furniture in good condition and is available to allow the guest to relax PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 2 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 8.1 DEPARTMENT : Spa & Recreation TASK: Opening Procedures JOB TITLE: Beach Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY The beach is clean with all safety measures checked and ready 15 minutes before the first guest arrives Set up the sun loungers, mattresses, umbrellas, tables and ashtrays as per the required standard, normally 2 beds / 2 mattresses / 1 table / 1 umbrella / 1 ashtray. Set up the sun loungers in a uniform fashion. They should face the same direction, normally facing the sun. Remove all cleaning equipment and unrequired beach furniture from the beach. This will include sun loungers, mattresses, hosepipes, buckets, cleaning cloths, rakes, beach cleaning machine and beach tractor. All equipment should be stored out of the sight of the guest, either in designated storage or covered up Guest Expectation: PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 8.02 DEPARTMENT : Spa & Recreation TASK: Closing Procedures JOB TITLE: Beach Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY To close the beach from guest use by placing all standard equipment back in the storage and prepared for the next day’s use. Clean and close the beach effectively Prepare the beach for the following day Clean the beach with a beach cleaning machine. This should be done minimum of three times per week Empty and wash all ashtrays. Collect all ashtrays and store securely Complete a litter pick on the beach. Ensure all litter / garbage / cigarette butts that are on the beach is collected and placed in garbage bins Remove all garbage bags from garbage bins, and wash bins if necessary. Remove all mattresses and store securely Place sunloungers so that the backs are in an upright position. Re-arrange the sun loungers so that they are in the correct position for the following morning. Close umbrellas and store securely. Check all beach furniture for condition and cleanliness. Inform duty engineer of any action required. Note this on the closing checklist Check all beach cleaning equipment for condition, cleanliness, oil, tyres, etc. Inform duty engineer of any action required. Note this on the closing checklist. Any incidents and / or accidents that occurred during the day should be recorded in the log book. Completed incident / accident forms (and back-up information) should be sent to the relevant departments. Hotel nurse, duty manager & recreation manager should be informed. Complete & sign the beach/pools closing checklist. File the checklist in the appropriate file. Return the beach / pools log book to the club reception. Guest Expectation: . Politely informed that the beach is closed for the day. PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 8.03 DEPARTMENT : Spa & Recreation TASK: Closing Procedures JOB TITLE: Beach Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY The swimming area is clean and the equipment properly stored away at the end of the day Close the Swim area and prepare for the following day operation Ensure that all guests are out of the water Request guests to leave, if they are still in the water The closing time of the swim area should be at least 15 minutes before the end of the lifeguards shift ends to enable effective closure. Check that all rescue equipment is in the correct position. Ensure that the red flag is displayed, indicating that the swim area is closed. Check the beach area and the sea. Complete & sign the beach-closing checklist. File the checklist in the appropriate file. Return the beach logbook to the club reception. Remove all mattresses and store securely Place sun loungers so that the backs are in an upright position. Re-arrange the sun loungers so that they are in the correct position for the following morning. Close umbrellas and store securely. Any incidents and / or accidents that occurred during the day should be recorded in the logbook. Completed incident / accident forms (and back-up information) should be sent to the relevant departments. Hotel nurse, duty manager & recreation manager should be informed. Complete & sign the sea-closing checklist. File the checklist in the appropriate file Return the sea logbook to the club reception Guest Expectation: To be informed in a courteous manner that the area is closed for the day. PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 8.04 DEPARTMENT : Spa & Recreation TASK: Information JOB TITLE: Beach Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY To provide information that is accurate and relevant to the activities conducted at the Beach. Provide interesting notice boards containing information of interest to the guest Notice boards should be provided which include the following information: opening hours, air temperature; sunrise; sunset; weather conditions; humidity; activities, sea temperature; wave height, warnings about current / marine life / other elements Notice boards should be updated throughout the day. Notice boards should be kept neat and tidy. Any promotional informational displayed should be of corporate standard and laminated. Instructional and informational signage should be displayed. This should include the basic requirements as outlined in the normal operating plan. Guest Expectation To be aware of information relevant to them regarding health & safety, weather conditions, facilities and programs PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 8.05 DEPARTMENT : Spa & Recreation TASK: Welcoming And Serving Guests JOB TITLE: Beach Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Guests welcomed and provided with prompt and courteous service. Welcome the guest by greeting and assisting them to set up their bed / umbrellas etc. according to their preference. Provide the guest with useful information Service guest needs throughout the day Greet guest with a smile and by saying " good morning / afternoon sir / madam, my name is XXX, how may I assist you" Address guest by name at least twice during the conversation. Escort the guest to the preferred location. Open the umbrella and lay the beach towel neatly on the sun lounger. Arrange the beds, table etc according to the preference of the guest Inform the guest of any potential hazard on the beach or in the sea, e.g. currents / sea life. Inform the guest of any recreational activities, special events or other services that may be taking place on the beach Inform the guest that should they require any further assistance, then to let you know. Offer to exchange the towel for the guest if required. All interactions with the guest should be done with the aim of creating a feeling of care, comfort and personalized service. Guest Expectation: Courteous, prompt and helpful staff providing an effective and efficient service PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 8.06 DEPARTMENT : Spa & Recreation TASK: Equipment JOB TITLE: Beach Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY All equipment are clean, free from defects and in good working condition ready to use Ensure that the equipment used is of good quality and is properly maintained List of Equipment All equipment should be checked on a daily basis at the beginning and at the end of the day. Any defects should be recorded on either the opening checklist or the closing checklist and the pool / beach logbook. Equipment are regularly maintained according to the manufacturer’s manuals. Guest Expectation Good quality equipment to be provided: PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 8.07 DEPARTMENT : Spa & Recreation TASK: Equipment & Lifeguards JOB TITLE: Beach Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Equipment is clean, free from defects and in good working condition Ensure that the equipment used is of good quality and is properly maintained Ensure provision of Rescue equipment All equipment should be checked on a daily basis at the beginning, during and at the end of the day as appropriate. Any defects should be rectified immediately and recorded in the beach logbook Designated swim areas in the sea should be equipped with the following equipment as a minimum: emergency / drowning alarm linked to the telephone operator; first aid box / trauma bag; emergency telephone; respirator; life ring; torpedo buoys; blow horn; binoculars. Wherever possible and when necessary a rescue jet ski / boat should be available All lifeguards should carry a whistle and a bum bag containing essential first aid supplies Lifeguards should check that the emergency telephone and rescue equipment is present and in working order, and check the sea and surrounding area every time they come back to guard the sea from a different location or after a break. Guest Expectation Provide good quality equipment PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 8.08 DEPARTMENT : Spa & Recreation TASK: Opening Procedures, Lifeguard JOB TITLE: Beach Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY The Beach swimming area is clean and ready 15 minutes before the first guest arrives Check, prepare and open the swim area The lifeguard should be on duty 30 minutes before the opening time for the sea The designated swimming area to be ready for use 15 minutes before the opening time Collect sea logbook from the club reception. Read logbook & follow-up pending requests. Collect the weather report from the reception and call weather centre for clarification if there are any warnings. Enter weather details information on the board Check that all rescue equipment is in working order and in the correct position. Start the rescue jet ski / boat to see if it is working order Place the rescue jet ski / boat, rescue basket and spine board near the shore Sound the foghorn, and ensure that there is a spare full canister available Check the beach area and the condition of the sea. This will include sea temperature, wave height, current, marine life (sea snakes / jelly fish / stingray / other) and any other factors including hazards. Enter the details on the guest information board Set up the sun loungers, mattresses, umbrellas, tables and ashtrays as per the required standard, normally 2 beds / 2 mattresses / 1 table / 1 umbrella / 1 ashtray. Set up the sun loungers in a uniform fashion. They should face the same direction, normally facing the sun. Remove all cleaning equipment and unrequired beach furniture from the beach. This will include sun loungers, mattresses, hosepipes, buckets, cleaning cloths, rakes, beach cleaning machine and beach tractor. All equipment should be stored out of the sight of the guest, either in designated storage or covered up Guest Expectation Clean, safe and supervised swimming area. PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 2 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: F.1.1 DEPARTMENT : Spa & Recreation TASK: Opening Procedures, Lifeguard JOB TITLE: Beach Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY The Beach swimming area is clean and ready 15 minutes before the first guest arrives. Check the beach area and water line and ensure all debris and garbage that may have been washed up during the night is removed. Clean the buoy line. Test the emergency telephone by telephoning the operator Test the emergency / drowning alarm Ensure that the first aid box / trauma bag is fully stocked and available at all times Ensure guest accident report, accident interview report and customer incident / complaint form is available. Indicate the swim area for the day with the flag system located near to the shore Raise green flag to open swim area if appropriate. Otherwise leave red flag in place. Guest Expectation: PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 8.09 DEPARTMENT : Spa & Recreation TASK: Health & Safety, Lifeguards JOB TITLE: Beach Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY To ensure that all health and safety precautions are adhered to as prescribed in the Health & Safety Manuals of the hotel. Ensure that the area is safe for the guests to swim in Ensure that should an emergency occur, the response is fast and effective. All areas and equipment should be free from defects and hazards Ensure that the first aid box / trauma bag is fully stocked and available at all times Ensure guest accident report, accident interview report and customer incident / complaint form is available. Complete guest accident report for all accidents. Complete guest accident report and accident interview report for all serious accidents. Complete customer incident / complaint form for all incidents / complaints. All lifeguards must have an internationally recognized lifeguard qualification (e.g. r.l.s.s. uk) and undertake training on at least a weekly basis Emergency / drowning alarms must be checked on a daily basis. An automated external defibrillator should be available in the event of a guest having a cardiac arrest. Ensure that all instructors are familiar with the use of the automated external defibrillator and train regularly. All designated swim areas in the sea must have written ' emergency action plans' that the lifeguards are familiar with. Lifeguards should wear the appropriate lifeguard uniform to remain visible both to colleagues and to the hotel guests. Guest Expectation The beach swimming area is safe PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 8.10 DEPARTMENT : Spa & Recreation TASK: Health And Safety JOB TITLE: Beach Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY To ensure that all Health & Safety precautions are adhered to as prescribed in the Health and Safety Manuals of the hotel. Ensure that the area is safe for the guests Provide the necessary first aid equipment Ensure that should an emergency occur, the response is fast and effective. All areas and equipment should be free from defects and hazards Ensure that the first aid box / trauma bag is fully stocked and available at all times List of items for first aid box Ensure guest accident report, accident interview report and customer incident / complaint form are available. Complete guest accident report for all accidents. Complete guest accident report and accident interview report for all serious accidents. Complete customer incident / complaint form for all incidents / complaints. An automated external defibrillator should be available in the event of a guest having a cardiac arrest. Ensure that all instructors are familiar with the use of the automated external defibrillator and train regularly. Guest Expectation : Beach area should be a safe environment PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 8.11 DEPARTMENT : Spa & Recreation TASK: Swimming Area Supervision JOB TITLE: Beach Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY The Beach swimming area is supervised at all times. Supervise the swimming area - Maintain the recommended number of lifeguards for the size, nature and number of guest in the swimming area. Note the sea condition and the type of bathers in the area - Ensure that the ' zoning of the pool as outlined in the ' normal operating procedure' is followed. - Maintain either a mobile patrol, stationary lifeguard position or both, dependant on the swim area itself and requirement of the 'normal operating procedure' - Effectively scan the swim area using the 10/20 scan / rescue system - Rotation of lifeguards must take place as per the normal operating plan Guest Expectation: . Effective supervision of the swimming area by qualified and experienced staff PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 8.12 DEPARTMENT : Spa & Recreation TASK: Beach Volleyball/Soccer Pitch JOB TITLE: All Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Beach recreation facilities are clean and ready for guest arrival and use Ensure areas are clean and in good condition Provide good quality sports equipment Delineate the soccer pitch and volleyball courts clearly with ropes that are kept straight Courts and pitches should be clear of litter and debris, eg stones / shells Courts and pitches should be kept level Volleyball nets should be in good condition and should be kept tight. There should be no holes in the net Umpire highchair should be available at the court and should be located adjacent to the net A bench should be available for guests to sit on whilst watching the game or waiting to play Soccer goals should be stable and secured to prevent them from falling over and injuring the guest. Nets should be used as well. Beach volleyballs and soccer balls should be in good condition, fully inflated and ' soft touch' as not to injure or cause discomfort to the guest Guest Expectation: Excellent beach recreational facilities Timely use of these facilities. Safe environment. PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 9.01 DEPARTMENT : Spa & Recreation TASK: Opening Procedures JOB TITLE: Water Sports EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Ensure that the Water sports Centre is available for any guest/ member use and is safely operated Open the water sports office and back store Answer the phone within three rings Check all the equipments before use Clear any hazard from the beach area. Check the boat with all equipments/ petrol level Collect the keys from the security office Collect the guest list and weather forecast from the reception Answer the phone within 3 rings with a clear, friendly manner. Greet guest by saying, “Good Morning/ Afternoon/ Evening, Water Sporst Centre, XXX speaking, how may I assist you (Mr/s. guest name) Always address guest by name at least twice during the conversation. Ensure that all equipment are clean and in proper condition Check all the equipment by using the checklist Clear the hazard on the beach area eg. Sting rays, sea snakes & jelly fish Anchor the boat to the sand in front of the hotel beach property Check the boat from the marina properly (battery/petrol and engine oil) before using. Guest Expectation Water sports must be open on time Courteous, prompt and helpful All equipment is clean and free from defects. All equipment is ready Beach area must be clean PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 9.02 DEPARTMENT : Spa & Recreation TASK: Closing Procedures JOB TITLE: Water Sports EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Check all the equipment Clean and wash all the equipment used. Check all the equipment, if any damages are discovered, inform the manager about the situation Clean the water sports center inside and outside area. Lock all the equipment (kayaks, windsurfing board, set-up board) in the back store room Take the boat to the marina for safety. Clean and wash the boat at the marina. Prepare the daily water sports sheet revenue report All the invoices must be written accordingly. Balance the daily revenue cash/room charged. All the invoices and water sports daily revenue must be given at the reception. Make three copies of water sports daily revenue sheet (reception/accounts/water sports) Switch off the lights and lock the water sports center, back store and lock the wind surfing boards. Hand over the water sports keys at the security office Guest Expectation All the equipment used needs to be cleaned PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 9.03 DEPARTMENT : Spa & Recreation TASK: Handling Guest Enquiries JOB TITLE: Water Sports EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Listen carefully and take notes Listen to the guests needs and take notes on the booking sheet. Send the water sports fliers, if needed Use suggestive and up-selling techniques when taking bookings. Invite the guests to come to the water sports office and show all the equipments Guest Expectation Listen carefully Give the right information to the guests. Staff must know all the information (rates/ special events) in the water sports for guest convenience. Water sports activities are updated (rates/special events) PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 9.04 DEPARTMENT : Spa & Recreation TASK: Handling Emergencies JOB TITLE: Water Sports EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Ensure that staff knows how to handle emergencies. Take immediate action Inspect the items weekly and accurate Issue RequisitionPrompt Replenish first aid box Dial 88 in case of emergency Give your name, department, location of incident Call recreation manager, inform all the details Give the proper treatment to the guests Get the all details from the guests and fill up the accident or incident report If serious condition, call the ambulance First aid box *Ensure that the first aid box are well stocked Report to the hotel nurse of any refilling required. Items to be replenished by the nurse Keep the box in the office (accessible position) after replenishment Make sure the life jackets are available at all times Make sure the fog horn is full Keep vigilance on the sea at all times First Aid Training for all staff Guest Expectation Staff are competent in handling emergencies. To feel safe and confident PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 9.05 DEPARTMENT : Spa & Recreation TASK: Organizing Water Sports Activities JOB TITLE: Water Sports EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Activities are well organized and run smoothly. Disclaimer form is signed by guest (motorized activitiesboat ride, water skiing, banana ride, donut ring ride/ non motorized activities- wind surfing, kayaking, Hobbie cat sailing, body boarding, snorkeling and aqua cycle) Guests must sign the disclaimer form Check the medical history and experience of the guest of using the equipments Prepare all the equipment before guests use Check the equipment in front of the guest before they use. Check the equipment properly Give life jackets and explain how to wear Mention the area where they can use the equipments Guest Expectation Check all the equipment properly Booking Keep a record for all bookings Get the following information from the guests Name Room no./membership no. Type of activities Number of people Time Additional requirements if any Inform the guests regarding the rates/ and type of payments Prompt Efficient Friendly Staff Payments Get the following information from the guests - Name - Room no./membership no. - Type of activities - Number of people - Time - Type and mode of payments If in house guests, call reception for posting Prompt Efficient Accurate Bills Friendly Staff In case the sea is rough Water sports Instructor will contact guest and apologize for the sea situation, inform new estimated time and thank the guest. The guest expects to be informed PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 9.06 DEPARTMENT : Spa & Recreation TASK: Organizing Water Sports Lessons JOB TITLE: Water Sports EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Ensure that the Instructor is always available and helpful. Prepare all the required equipments Organize lessons for sailing, wind surfing, water skiing, wake board and knee boarding. Get the following information from the guests: - Name - Room no./membership no. - Type of activities - Number of people - Time - Ask the guest about medical history - If not fit, tell the guests politely not to do the lesson for their own safety - Disclaimer form to be sign by the guests Before the lesson let the guest know that he may ask questions at any time. Explanations should be clear and adapted to the guest level. Explain the equipment and its functioning in detail. Ask questions to ensure understanding. Teach in small chunks with the guest having a try at each chunk. Demonstrate at every stage. Ensure that use of the equipment is correct, respecting safety requirements. Keep safety of the guest in mind at all times. Give confidence by encouraging and congratulating when possible. Keep the lesson friendly and the atmosphere light, not stressed. Stop regularly and invite questions. Guest Expectation Instructor must be prepared Lessons to commence on time Give the proper assistance needed As the guest returns get the feedback, if they have any comments or suggestion about the service. Efficient, polite & friendly service PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 9.07 DEPARTMENT : Spa & Recreation TASK: Weather Forecasting JOB TITLE: Water Sports EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Ensure that the weather forecast is accurate and updated. Update the weather forecast board. Get the weather forecast report daily Check the weather sea condition *Put the RED FLAG up if the sea is rough, no swimming allowed *Put the GREEN FLAG up if the sea is calm and safe to swim Inform the reception regarding the sea condition daily (red/green flag) All water sports equipments are not allowed to be used, if its RED FLAG All water sports equipments are allowed to used, if its GREEN FLAG Check the sea condition every two hours. Check high tide or low tide Guest Expectation Weather forecast must be updated. PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 9.08 DEPARTMENT : Spa & Recreation TASK: High & Low Tide JOB TITLE: Water Sports EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Ensure that the weather forecast is accurate and updated. Update the weather forecast board. - Please take a look date column from your left hand side the above to below - Take a look at timing column on, the above. - Take a look at the tide and Neap tide of water up in the big column. - The height of the water will be counted in Meters. - The Arrow is neap tide of water - The Arrow is the tide of water up. - The underline means it is the best time for swimming and play water sport. Guest Expectation Weather forecast must be updated. PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 9.09 DEPARTMENT : Spa & Recreation TASK: Activities JOB TITLE: Water Sports EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. Banana boat - Keep under the shade - Do not over pump the air - Maximum 4 persons allowed to sit on - Clean up with water after use 2. Catamaran - Recheck sling - Recheck shackle - Recheck the water plug - Clean up with water after use and always cover with canvas 3. Speed boat - Use 50 litres of “Super” mix with 1 litre of 2T for speed boat engine - Change the gear oil every 50 hours - Put the lubricant where necessary once a month - Before using the boat, check water pump, battery & distilled water - Anchor, paddle and water bowl must always be on boat - Repaint the trailer once a year - Clean up the boat with water after use - Always use safety log - Always check the water circular - Check water plug before releasing the boat - Clean up the boat after use and cover with canvas 4. Snorkeling - Keep under shade - Clean with water after use 5. Windsurfing - Never leave the windsurf in the sea as the wave may cause the sail and the mast to break - Clean with water after use 6. Water ski - Always keep under the shade - Clean with water after use 7. Surf ski and rowing boat - Always lift to move the surf ski and rowing boat - Clean with water after use 8. Life jacket - Clean with water after use and air dried PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 10.01 DEPARTMENT : Spa & Recreation TASK: Opening Procedure JOB TITLE: Penguin Club EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY The Penguin Club is ready for children 15 minutes before opening time. Open the Penguin Club and prepare for the arrival of the children The Penguin Club is ready for operation 15 minutes before the first activity commences Collect Penguin Club keys from the security office. Collect Penguin Club logbook from the club reception. Read logbook & follow-up any pending requests, parties, etc. Prepare the Penguin Club room/ equipment for the activities of the day. Check all areas and facilities for condition and cleanliness. Inform duty engineer of any action required. Note this on the opening checklist Check all play / arts / sports equipment for supply, condition and cleanliness. Prepare the children's daily registration form & name tags. Complete & sign the penguin club opening checklist Guest Expectation: The Penguin Club is ready for use at the opening time PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 10.02 DEPARTMENT : Spa & Recreation TASK: Arrival & Registration JOB TITLE: Penguin Club EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY All children at the Club are registered and accounted for. Ensure that the children feel welcome when they arrive at the club Ensure the parent completes and signs the Registration form. Advise the parent about the play session Greet the child(ren) and parent(s) by saying " good morning / afternoon, welcome to the penguin club, my name is XXX" Always address child / parent by name at least twice during the conversation. Ask the parents to complete and sign the registration form. This will include: name / age / medical status /allergies of the child, the location of the parents and contact number of parents (if available) If child / children are under (4) four years old, inform parents that they can join the activity provided that they are accompanied by the parent at all times. Inform parents how long the activity will last. Ask them to come back at the end of the activity to collect their child and sign the child out on the registration form Guest Expectation: Courteous, knowledgeable, polite and helpful staff welcoming children to the penguin club PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 10.03 DEPARTMENT : Spa & Recreation TASK: Closing Procedures JOB TITLE: Penguin Club EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY The Club area is clean and ready for the next day. Close the penguin club and prepare for the next day Check all areas and facilities for condition and cleanliness. Inform duty engineer of any action required. Note this on the closing checklist Check all play / arts / sports equipment for supply, condition and cleanliness. Note any damage or equipment needs in the logbook. Store all equipment away in appropriate lockable cupboards if available. Any incidents and / or accidents that occurred during the day should be recorded in the logbook. Completed incident / accident forms (and back-up information) should be sent to the relevant departments. Check if the storerooms & cabinets are locked & secure before leaving the club. Switch off all electrical appliances, turn off all water taps and turn off all lights Lock the club and set the intruder alarm if necessary. Return the penguin club log book to the club reception. Return the penguin club keys to the hotel security office. Guest Expectation: PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 10.04 DEPARTMENT : Spa & Recreation TASK: Closing Procedures JOB TITLE: Penguin Club EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY All children leave the Club having enjoyed the activity. Ensure that parents personally take their children from the club Parents personally take their children and sign the child "out" on the registration form. Children are not allowed to leave the club without the supervision of their parents. When all of the children have left, the coordinators ensure that the play area is cleaned. Prepare the area for the next activity session. Check if all equipment & items are in their right place & ready for use. Guest Expectation: To leave the club feeling that the activity was safe and enjoyable and they had fun PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 10.05 DEPARTMENT : Spa & Recreation TASK: Facilities & Equipment JOB TITLE: Penguin Club EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Facilities and equipment to be maintained in good working condition. Ensure that play facilities provide for the needs of children Ensure that the equipment used is of good quality and is properly maintained Whenever possible, dedicated indoor Penguin Club rooms should be of a size which reflects both the numbers of children that use it and the activities that take place within. Safety requirements of children should be fully considered. There should be ample provision of natural lighting, storage, telephones, toilets, baby change, and sinks. Decor should be 'child friendly'. Whenever possible, dedicated outdoor penguin club areas should be shaded. They should be of a size that reflects both the numbers of children that use it and the activities that take place within. Safety requirements of children should be fully considered. A `local equipped area for play' should be available for children to use on a free play basis. Any such equipment must conform to the legislative requirements of the country and should be checked on a daily basis. Ensure that a full range of equipment is available for the programmed activities of the penguin club. All equipment should be checked on a daily basis at the beginning and at the end of the day. Any defects should be recorded on either the opening checklist or the closing checklist. Guest Expectation: Good quality facilities to be provided Good quality equipment to be provided PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 10.06 DEPARTMENT : Spa & Recreation TASK: Handling Children Activities JOB TITLE: Penguin Club EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY The Children activities are fun, safe and well organized. Provide an enjoyable and fun play session for the children Ensure all children are able to participate Activities should be well planned in advance to ensure that all equipment and material needed are available. Activities should be planned with an appropriate level of supervision. Staff involved in an activity should be briefed and understand their role in the session Dangerous behaviour by children should be discouraged at all times. Basic "house rules" need to be agreed to ensure that the service operates smoothly and safely and that a friendly, open atmosphere is promoted. Coordinators should agree a 'code of conduct' for the activity which sets out what is 'unacceptable' behaviour by the children. Coordinators must also be consistent in this and back each other up or provide mutual support. When all the children have been signed-in, warm up / introductory games will be played to enable the coordinators & children to get to know each other. The main activity of the session will then be explained, including the use of any equipment. Samples must be shown to the children for arts & crafts Children should be divided into small groups. Each group will be led by a coordinator, who will assist children with the activity. Groups can be decided as appropriate for the activity, eg by age / gender / ability level / preference. Guest Expectation: An enjoyable FUN play experience PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 10.07 DEPARTMENT : Spa & Recreation TASK: Health & Safety JOB TITLE: Penguin Club EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY The Penguin Club provides a safe environment for children. Ensure all health & safety measures are undertaken to make the penguin club a safe facility for the children Ensure that should an emergency occur, the response is fast and effective. Ensure that all play staff are first aid qualified and train regularly Ensure that the first aid box / trauma bag is fully stocked and available at all times. This includes trips away from the clubhouse, eg beach trek, where a trauma bag will be required. Ensure guest accident report, accident interview report and customer incident / complaint form is always available. Complete guest accident report for all accidents. Complete guest accident report and accident interview report for all serious accidents. Complete customer incident / complaint form for all incidents / complaints. At least one of the coordinators on duty must have a relevant first aid qualification and understand the CPR protocols for children and babies. Ensure that all parents complete the medical / medication section of the registration form. Children using inhalers for the treatment of asthma should be requested to keep their inhaler with them at all times. Whenever possible, adhere to the following adult: child ratios. Children aged 5 to 8 years is 1:8, with a minimum of 2 coordinators available at any one time. This ratio should also be adhered to for children aged 9 to 12 years. Lower ratios will be required if a large number of the children are under 5 years of age. Guest Expectation A safe environment in which children can play. PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 2 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: J.1.6 DEPARTMENT : Spa & Recreation TASK: Health & Safety JOB TITLE: Penguin Club EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY All areas and equipment should be free from defects and hazards. Children must never be left unsupervised at any time. Wherever possible, ensure that one member of staff is never left entirely alone with a group of children. For sessions involving water, always ensure that there is adequate lifeguard support available. For sessions involving water sports activities it is essential that the parents of the children complete and sign the water sports disclaimer form. In addition, all children must wear a lifejacket at all times whilst in the water, which must be tight fitting and fastened correctly. Adequate lifeguard support must be available. Ensure that the activity area and equipment is safe for use. If for any reason the area / activity becomes unsafe for any reason, discontinue the activity immediately and start a different activity / move location as appropriate. Inform the supervisor / recreation manager if situation is serious. Inflatables should be properly secured and effectively supervised at all times. Electric inflator – air pump should be inaccessible to children and a circuit breaker must be used. Guest Expectation: PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 10.08 DEPARTMENT : Spa & Recreation TASK: Programming & Publicity JOB TITLE: Penguin Club EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Monthly activities are planned and communicated to the guests and members Plan, Promote and deliver good quality play programs Penguin club programs should be planned to cater for all ages and abilities. The program should be broad ranging, i.e. include arts / crafts, sports, games etc. The program should be planned and advertised on a monthly basis. In addition, specific ' special events programs' should be developed that reflect child sleeper density in the hotel and school holidays. Monthly activity programs should be available to the guests. In addition, activities should be advertised in the ' at a glance' – daily Hotel flash information leaflet. Guest Expectation: To receive information about the penguin club facilities and programs PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 11.01 DEPARTMENT : Spa & Recreation TASK: Opening Procedures JOB TITLE: Spa EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Collect keys Check equipment Spa is to be opened 15 minutes prior to opening time. Collect the keys from Club Reception Collect the log book from Club Reception follow up pending request Open the Spa Put the lights, sound system and computer on. Check the telephone is working properly Check the equipment properly Check which rooms are set up for first treatment Put the candle lights on Cleanliness and Orderliness PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 11.02 DEPARTMENT : Spa & Recreation TASK: Closing Procedures JOB TITLE: Spa EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Check the Spa area for guests may be running late Check the booking sheet for the next day Log all the messages in the Spa logbook. Check rooms are tidy and set up for the next day treatment Remove all baskets with dirty towels Stock up on clean towels Check all bins are emptied Inform engineering of any problems Switch off all equipment, sound system and computer. Check all candles to ensure they are extinguished properly. Switch off all the lights in each room. Lock Spa and hand in keys to Club reception. Cleanliness and Orderliness PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 11.03 DEPARTMENT : Spa & Recreation TASK: Control Inventory JOB TITLE: Spa EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Stock-take Send to Accounts control department for checking File Store Proper sorting Get “Count Sheet” from Accounts All cupboards, drawers, etc. must be opened Items must be put together and sorted Decide how many staff are needed to be assigned to carry out the task Give staff clear instructions about this procedure Coordinate with Accounts Count and fill in “Count Sheet” Sign the “Count Sheet Accounts should double-check every items and make sure correct figures have been filled in One copy of each “Count Sheet” should be collected by Accounts controller One copy should be kept by outlet concerned Place all items back in original places To have products available as advertised. PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 11.04 DEPARTMENT : Spa & Recreation TASK: Handling Booking Enquiries JOB TITLE: Spa EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Greet guests Assist the guest with booking enquiries and reservations Fill in the appointment card, confirm details. Provide alternatives Greet guest with the smile, Good Morning/ Afternoon/ Evening how may I assist you. Ask the guest what kind of treatment they prefer. Explain what treatments are available. Give the Spa treatment list to the guest and assist to choose the best treatment. Get the following information from the guest Name Room no/ Membership no. Type of Treatment Time Contact Number (mobile no.) Date (same day/ advance booking) Show copy of appointment card Provide the appointment card to the guest Mention on the booking sheet and appointment card the therapist name Repeat, the treatment details to the guests If the day is fully booked, some guest are in the waiting list Call the guest immediately if there is any cancellation of treatment Prompt Efficient, competent Friendly Service PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date: