147 Bell Month Charge-Service Long Distance-Watts Line Long Distance-Rooms Total Telephone Costs January February March April May June July August September October November December Total Laundry: Laundry Room Supply Outside Laundry Service Room Cleaning Supply Total Laundry Guest Room Amenities: Room Printing Linens-Towels Linens-Bedding Cable T.V. Tot. Guest Room Amenities Guest Room Supply: Supplies
Uniforms-Front Desk Uniforms-Housekeeping Total Guest Room Supply Guest Room Equipment: Room Equipment Hskpng Equipment PMS Expense Total Guest Room Equip. Tot Amen/Sup/Equipment Other: Travel Commissions Other Expense Cash Over/Short Total Other Cable TV Reservation Fee Credit Card Discounts Total Room Expense
148 January February March April May June July August September October November December Total Rack - Leisure # ADR Tot $ ICC – Corporate # ADR Tot $ PCR - Preferred Corp. # ADR Tot $ CAA/AAA/OML # ADR Tot $ Convention #
ADR Tot $ Day Rate # ADR Tot $ Brand Employee # ADR Tot $ F.I.T. # ADR Tot $ Government # ADR Tot $ Group # ADR Tot $ Seniors # ADR Tot $ Consortia #
149 ADR Tot $ Tuckered Trucker # ADR Tot $ Comp Rooms # Total Room Sales # ADR Tot $
Block Space Pick-up Report Date Prepared Month of Tour Company Prepared By Date Day Block P/U – 6 mos P/U – 3 mos P/U – 120 days P/U – 90 days P/U – 30 days P/U 21 days Reserved Cancelled Variance to Block 1 2 3 4 5 6 7 8 910
150 10111213141516171819202122232425 Total
Blocked Space Pick-up Report by Company for Year Date Tour Company Prepared By Mnth Block P/U – 6 mos P/U – 3 mos P/U – 120 days P/U – 90 days P/U – 30 days P/U 21 days Res. Cxl. Variance to Block Jan Feb Mar Apr May
151 Jun Jul Aug Sep Oct Nov Dec Total
152 DAILY BRIEFINGS 1. Staffs to read the departmental logbook prior to shift commencement. 2. Team Leader & Assistant Manager on duty must have an arrival list prior to the briefings 3. The Front Office Manager to conduct the daily briefing with the following information and focus: Check attendance and late comings Check grooming Check No mobile phones Occupancy for last night and average room rate Arrivals & Departures, Due In & Due Out Room Situation: ¾ Which room category is minus and what should we do ¾ Is the Twin bedded or Extra Bed enough ¾ What is the Latest Check Out Time ¾ What time to start charging half day or Full day for late check out Group Movement ( In & Out ) FIT arrivals ¾ Read only the essential ones. Check understanding from staff. ¾ Only top VIPs or special cases to follow up for Regency Club guests ¾ Focus on the Suites arrivals ¾ Especially guest with special remarks. Room Changes to follow up Assign Cashiers Check and read the information from the log book Read any promotions if any Daily events and functions Policies and Procedures implementation and changes Guest comments Staff on-shift duties and assignments 4. Ensure GSO take notes 5. No loud speaking or laughing. 6. In the absence of the FOM, AM will conduct the briefings.
153 7. AM and TL on shift must read arrival list prior to the briefings. WEEKLY MEETINGS 1. Weekly meeting are to be conducted by the Team Leaders, Assistant Managers and FOM in attendance. 2. TL or AM will take meeting minutes 3. The purpose is to share and discuss all concerns pertaining to operations. Debriefings of current week and planning for the next week operations. QUARTERLY MEETINGS 1. Quarterly meetings (4 times per year) are to be conducted by the Front Office Manager 2. All staff of the respective department should attend this meeting. Only those on leaves are exempted from the meeting. Off days are required to return for this averagely hour meeting. 3. Items to be discussed are: - Operational Procedures - Report operation concerns - Competitor analysis information - Update on new promotions - Acknowledge a particular staff good doings and awards - Guest and other departments’ comments - Feedback and suggestions from staff to improve efficiency in the Department 4. Minutes of these meetings must be taken, and available to all manager levels. 5. DOR will be invited to chair or sit in for this meeting.
154 Guest Security Whereabouts of In-house guests: 1. When approached by a member of the public, on disclosing the whereabouts of hotel guest, staff should check the system if there is prior instruction from guest. Examples like “INCO” – do not disclose, “SCREEN” – screen all calls etc should be strictly adhered to. These scripting should then be used: - INCO “I am sorry sir, there is no such person registered with the hotel” - SCREEN “May I have your name and company you work for and I will try to reach Mr xxx” Then go to the back office to contact the guest and check if he would like to take this call otherwise advise visitor to leave a message. 2. If guest is registered with the hotel, the staff can put the call through to his room but NOT DISCLOSE guest’s room number to the visitor. This scripting should then be used: - “For security reasons, I am not able to disclose the guest room number, however, I can assist by putting you through to his room.” Ensure that when dialing for the room, the access is not noticeable. Checking in Single female or elderly guests: 1. Always block room near the lift and nearest to any hotel reception counters if there is no special request from guest. 2. When explaining guest’s room’s number and location, ensure there is no strangers loitering nearby who could overhear the conversation. Request disclosure of guest details or bills 1. Should there be any request to mail / fax guest details or bills to a third party, authorization should be given from the guest himself via written notice. His signature will then be counterchecked with the one on the registration card prior to any disclosure.
155 2. If the request is from the guest himself via the telephone the staff must explain to the guest that a written notice is still needed for security reason. Of course, this practice can be over-ridden based on discretion of the Assistant Manager. Should a member of the public request to pay for a guest’s bill without any knowledge from the guest, the cashier must inform the guest to seek his consent first. In the event that the guest cannot be located, then the visitor 3. Can leave behind his business card; a signed credit card imprint with written authorization to charge him. The staff will reassure the visitor that once the guest agrees to this arrangement, the bills with the processed charge form will be forwarded to the visitor. No other details e.g. room rates, guest’s details should be revealed at any point. Public Area 1. It is every staff’s responsibility to be alert of strangers loitering around the guests’ floors, lobby area or other public area of the hotel. These sightings should be immediately reported to the security. For safety reasons, at no time should the staff approach or follow these characters. 2. Whenever discussing guest’s stay, ensure room numbers and status of guests is not mentioned whenever in the public area. Log Book • Upon commencement of their shift, staff must read the Log Book. • Entries should be made in point form for simple reference. • The date, time and initials of person entering the message must always be included. • The Log Book is a key communication tool between the guests, employees and management. • The Log Book should be checked by the Assistant Manager – Front Office and Team Leader – Front Office in order to act upon entries whenever necessary and to keep up to date with the daily operation of Front Office. On follow-ups, counterparts to:
156 - Update new policies & procedures - update each other on what had been done - what were the challenges of the follow-ups and the previous shift - what are the remainder follow-ups to be carried over to next shift On Log books, counterparts to: - ensure all staff note and action on any requests stated in the log book - acknowledge on the log book if necessary - ensure that all staff understand any new procedures that are written in the log book for everyone’s attention and action Departmental Communication Communication Effective communication within the department is of vital importance for efficient and smooth operation of operation. Therefore, established tools/structures of communications have to be maintained with utmost care so that all relevant information is available for all employees. Notice Board On the departmental notice Board there is information of importance for the team. Employee can find on the notice board: monthly working schedule, new regulations, memos, new standards, accurate list of group/individual arrivals and departures, team brief records, departmental meeting record. Each employee has to carefully read the notice board before starting the shift. Log Book It is used by the Assistant Manager and the Team Leader to serve as a communication briefing book. Weekly Meeting A fixed day of the week, a weekly meeting is to be held between the Team Leaders, Assistant Managers and Front Office Manager. The Front Office Manager
157 should present the events of the week, groups that are to arrive, occupancy expectations, guest comments, complaints, actions to be done during the week. Pre-shift Briefing Pre-shift briefing is to be held in each and every section within Rooms Division. Things of interest for the day are discussed (arrivals, departures, room’s situation, discrepancy report, important guests). Departmental Meeting Quarterly month, a Departmental Meeting is to be held held. In that meeting employees are invited to discuss all matters relevant to the operations and work in the department. Their suggestions, impressions, complaints and all possible questions are to be written down. It is important that a follow up on this is done properly and feedback is presented in next Departmental Meeting (if not before). It is the duty and responsibility of each employee to use all this tool of communication and get informed. Assistant Manager / Handover Log This is a useful tool for the Assistant Manager to pass over his duties for follow up without forgetting. It is created from the Lotus Notes. Etiquette at the Front Office 1. They should carry themselves in a manner that does not jeopardise their work ethics and the department and hotel’s reputation. 2. Topics that are not to be discussed in the presence of hotel guests and clients: - Politics - Religion - Family affairs and Relationship - Personal affairs and conversation of intimate nature - Hotel’s internal policies and procedures and staff’s welfare - Supernatural beliefs 3. When on duty in a public area within the hotel’s premises, staff must ensure they :
158 - Always in their proper uniform with correct Identity badge - Conduct themselves in a professional and respectable manner - Stand in an upright posture with hands behind the back when not serving Guests. - No raising of voices or arguing with guests, causing commotion and disturbing the peace - Do not horseplay - Do not use Guest’s elevator unless escorting Guests. Use the Stairs if it is for 3 levels down or 2 level up. - Usher guests into the elevator first and assist them with pushing the lift buttons. - Do not gather in groups of more than two. - Do not chew gum. - Do not smoke while on duty except in designated area during meal breaks and do not smoke with jacket on. - Do not wriggle arms, legs or drum fingers at the counter. - Do not lean against walls or counter, slam drawers or throw things around. - Do not read magazines, newspapers or books. - Do not sleep while on duty. - Do not keep or take property not belonging to you personally. - Do not invite friends or relatives into any area of the hotel. - Do not make unimportant and long personal phone calls. - Do not carry hand phone and pager, must be on silent mode. - Do not utilize hotel guest facilities. - Do not sit at any time in areas designated for guest. - Do not loiter around public area i.e. Lobby, lift landing, guests’ floors - Do not bring food into work area. - Do not manicure nails, pick teeth, nose, comb or flick hair. - Do not register anger or impatience towards colleagues and guests. - Assist guests by personally showing them to their required location, when time and manning permit and duty calls for. - Smile and acknowledge every guest that passes your way by using proper greetings. 4. Staff is not allowed to socialize and be seen in public areas (i.e. restaurants, pubs, theatres, parks etc) with hotel guests, outside of their working hours. 5. Staff is not allowed to loiter around hotel’s public area after off duty hours.
159 6. Be on the lookout for undesirable characters and report these sightings to security. 7. Be on the lookout for guests who need direction or assistance in the Public Area. 8. Extend assistance to all colleagues for the general objective of increasing speed and efficiency in servicing guests e.g. Cashier assisting with luggage movement, bellman assisting in room inspection, checking in etc. 9. Consistently exceed guests’ expectation by always thinking one step ahead of them and delivering the service even before they could ask for it. Guest Registration 1. Welcome the guest by using the hotel greeting standards upon their arrival at the Reception Desk. 2. Ascertain the guest’s name and present the registration card to ensure that it is completed with all the details. 3. For detailed standards of “how to check in a guest”, please refer to the Brand Standards. 4. Obtain the guest’s signature on the registration card. Ask the guest to fill in the address and relevant information. Ensure that all relevant information is recorded to enable the maintenance of guest history file and data base. 5. Assign a vacant and clean room if one has not been pre-allocated. 6. Detach the passport section from the registration card and insert the room key into the hotel passport. 7. Inform the guest of privilege Card or other package privileges where necessary. 8. Offer assistance in transportation transfers. 9. Cross sell sister hotel accommodations for guest convenience.
160 10. Check room rate for any obvious mistake, if any, to avoid undercharge or overcharge. Discretion must be used when asking the guest to initial the rate so as not to embarrass the guest or his /her partner. 11. Present the passport to the escorting GSO – Front Office and wish the guest an enjoyable stay with us. 12. Register the guest with all accurate details. 13. Please note additional requirements for each category of guest: For Corporate Accounts If the account is to be on credit, the computer must be checked for the presence of a valid city ledger account and must be informed to the Credit Manager for his / her prior approval. For Group Individual Travellers (GIT) The registration card should be accompanied by an accommodation voucher which should already have been checked for validity and guest entitlement by the GSO – Front Office. For Groups 1. Ensure that the files for group / Tour contain complete billing instructions. 2. Ensure that the group / Tour possess a Group / Tour VISA for entry to Country and a rooming list that is attached to this VISA. 3. Review billing instructions for clarity prior to check out time. 4. Ensure that all rooming lists are received and filed accordingly 5. Check that individual folio for group members have been set up according to billing instructions and if necessary make amendments. Complete manifests with all information, including a proposed billing draft to assist the Cashier. 6. Check the confirmed morning call time and pick up time given by the guide at time of arrival or thereafter. 7. Ensure the rooming list is distributed to the respective departments.
161 Escorting Guests Arrival Guests All hotel guests with airport pick up will be met at the airport and entrance of the hotel. Schedule staff accordingly to ensure that guests receive the complete escort procedure from the front entrance to their guest room. They will be escorted to the reception or Club lounge for registration and then proceed to their room. Ensure that the room features (including fire evacuation plan) are explained to guests by the escorting staff member. They may also be escorted directly to the suite/room to check-in. Welcome tea will be served. Arrangements can be made to check in non-Club guests in the room if requested. First time guests, single female, elderly, guests with small children and guests who are physically impaired will be escorted to their rooms. Departure Guests All Regency Club guests will be escorted from the Club lounge to the main entrance. 1. The Guest Services Agent will wait till the guest has boarded the vehicle. 2. Single female, elderly, guests with small children and guests who are physically impaired will be escorted to the entrance of the hotel and assisted into their vehicles.
162 City Guests 1. Will be greeted and offered assistance when they stepped into the hotel. 2. All single female, elderly, guests with children and guests who are physically impaired will be escorted to their destination. 3. All other guests will be given specific direction to reach their destination. 4. Occasionally, the staff will lead them halfway through and give direction thereon. Rooms Inspection Prior to any room inspection, all staff responsible must undergo training in: 1. Product Knowledge 2. Deportment - Grooming - Upselling There are show rooms on stand by for impromptu room’s inspection. Should a city guest request a room inspection, staff should: - Introduce himself to the guest and offer to give a tour of the rooms - Excuse himself to pick up a brochure for the guest and inform his supervisor / colleague very quickly of his intention - Obtain copy of business card from the city guests for Sales to do follow-up calls - Explain to the guest : - where he is going to bring him to - location of hotel rooms - brief background of the surrounding Buildings - location of the Front Office counters - location of offices and retail shops - location and specialty of various F & B outlets whenever they pass by any restaurants - various types of view from the room - facilities offered in the room - Club, hotel within a hotel concept with exclusive usage of private lounge
163 - After completion of the tour, thank the guest for their time and interest in the hotel - Check if the guest needs any further assistance in rooms reservation. If the guest is interested in the Banquet rooms, check if he/she would like to look at the rooms and then - inform the Catering staff immediately to arrange for a tour of the banquet rooms - introduce the staff to the guest and pass over his business card and ask to be excused - bid guest farewell and thank him / her again for his interest in the hotel General guidelines when escorting guests: - Walk one pace ahead to lead the guests. - Always tell the guests where you are going. - If there are children, try to make friends with them by holding their hands and leading with them. - Always turn back to keep communicating with the guests behind. - If the group exceeds more than 5 persons, seek assistance and split the group into two or more. - Be alert of guest’s condition and keep in pace with them. - Be sensitive to guest’s needs and use personal judgement and initiative to determine if a full tour of rooms is needed or just one room will do. - Do not rattle on. Keep the description brief and simple unless pressed for more details. - Do not talk about sensitive topics e.g. Hotel revenues, average room rates, who are the VIPs or groups in-house, policies etc. - Be very tactful, aware and in control of the conversation. - Always refer to the supervisor if staff is unsure of what to say or not to say.
164 Guest Message 1. Messages must be taken only if the receiver of the message is for an in-house or arriving guest. In case the client and the receiver of the message are not inhouse guest, make sure to ask their contact telephone number or address. 2. Input message into “Opera” message function or hand write if the message is in Chinese. 3. Always write neatly when writing messages. 4. Repeat the message to the caller to check for accuracy. 5. Print the message to be delivered to the guest’s room. 6. The message light in the guest room will be turned on to telephone that there is a message waiting for the guest. Once the guest has received the message, the Reception, Guest Services Centre – Operators should turn off the message light. 7. If the guest is holding a reservation and is due to arrive, the message should be kept with the registration card / reservation form and handed to the guest upon arrival. 8. For the callers who would like to leave a VOICE MAIL for an in-house guest, the calls may be forwarded directly to the guest room. If the guest is not inhouse, direct the caller to the Guest Services Centre for assistance. 9. A duplicated copy is to be filed and delivered to the room immediately. This must be recorded on the Baggage Control Movement Sheet.
165 Guest Requests 1. All guest requests must be followed up immediately. 2. Should the requests be directed towards the Guest Services Centre, the Communication Key System must be utilized. 3. Should the requests be directed towards the Reception and Concierge counters that involve amenities deliveries, Housekeeping items or repair and maintenance pertaining to the Engineering Department, the calls should be taken note of. Thereafter, relay the information to Guest Services Centre for the Communication Key System to follow up. 4. Respective departments are to follow up the requests directly if the requests made can be solved in their respective departments. It is therefore not necessary to transfer the information to Guest Services Centre. 5. Use the Concierge Follow up Log if necessary to log down all follow ups. 6. Use of the Trace function in “Opera” to follow up, if needed. 7. Each department has specific staff assigned to follow up the trace function daily. 8. The Assistant Managers must spot check the traces and follow up daily to ensure all follow up are done accurately and promptly. 9. Whenever possible, all requests are to be completed during the shift that the requests were received. If this is not possible, this will be passed during the hand over to the next shift for completion. 10. All requests are to be handled and completed by the end of the day. If it is not possible due to external business hours, the request is to be highlighted and completed first thing during the following day. 11. At all times the guest should be informed of the status of their request either via a telephone call or via a message.
166 Extension of Stay It is the duty of the Team leader and Assistant Manager to be knowledgeable of the next few days’ occupancy in order to give proper guidance and answers to staff and guests when approached with request to extend stay. Request for extension of stay by days 1. Upon checking occupancy and rate / room availability, the staff must check what type of booking the guest had made. 2. For FIT booking, extend the stay and entered new checkout time in “Opera” and update the Registration card with the new departure date and time. 3. For bookings that are charged to the company: 1. Check with the guest if the additional room charges should also be charged to the company or to personal account. 2. Upon establishing it is to the company, the guest must be advised that until the hotel receives a proper authorisation from the company to pay for the extension, it will be on personal account. 3. Go through the procedures under Billing and Payment. Extend stay in “Opera” and update the Registration Card. 4. Write a trace in “Opera” to keep track of the follow up to receive the fax from the company to cover the extension. At the same time, enter the information into the Guest folio directly. 5. In the event it is on personal account, extend the checkout date accordingly. The company’s rate should be extended to the guest as goodwill. 6. The staff must explain to the guest to sign an undertaking to be responsible for the charges in the event that the company does not want to pay for the extension. This is specially the case when there is not enough lead-time for the reservation to confirm payment with the company concerned.
167 4. Wholesaler booking: - The Rate of the Day is to be offered to the guest. - If the guest agrees, key in a reservation immediately and print a new registration card for the guest to sign. - Ensure confirmation of departure day and time. - Go through the procedures under Billing and Payment. - Occasionally, there will be encounters whereby guest insists that the local travel agent pick up the extension tab. In this circumstance, the Guest should be advised to contact his / her travel agency immediately to make the arrangements. The guest should be advised that we will revert to the best Rate of the Day should we not receive any revised information from the travel agency prior to the checkout. Request of extension of stay by hour 1. The hotel normal checkout time is 12:00 hrs. The latest checkout time extended to Gold Passport guests can be extended till 16:00 hrs without charge, subject to occupancy level. 2. Club guests have a more flexible checkout time, when occupancy permits. 3. Courtesy Cardholders are entitled to a late checkout at any time without charge. 4. Request for departure later than 18:00 hrs. is subject to availability. 5. Request for checkout at 18:00 hrs. for guestrooms will be charged a halfday rate. 6. A half-day rate is based on half of guest’s current paying rate. FIT request - Flexibility of extension to top 20 accounts’ guests must be exercised especially when occupancy permits. In this case, there will be no charge for latest checkout at 1600 hrs.
168 - Request for checkout after 18:00 hrs. will be charged at half a day’s rate. Checkout after 21:00 hrs. will be charged full day’s rate as the room will not be ready to be turn around for the next arriving guest. Wholesaler and group request 1. Usually late checkout is arranged by the agency at point of reservation. 2. However, if on departure day, the guest wishes to extend checkout time, they should follow the FIT criteria. Should an extension for the room be impossible, the staff must explain to the guest that they can leave their luggage at the Bell holding area and shower facilities are available for guests in Club. In such cases, staff must always advise guest to see the Cashier to release their rooms on time. Room Change due to Upgrade and Upsell 1. A room change form authorized by the guest and countersigned by the Assistant Manager must accompany any request for room changes that involved either an upsell or if the guest is willing to pay a higher rate for a better room category to avoid potential disputes thereafter. 2. Room upgrades must be authorised by: - General Manager - Director of Sales - Director of Rooms - Front Office Manager - Assistant Manager for forced upgrades 3. Reservations with upgrades that do not require authorisation : - Courtesy Card Holder – upgrade to Club Suites – Lake View - Diamond Card holder – upgrade to Club room when available upon check in - Contractual agreements
169 4. Front staff will ensure proper authorization is obtained from the guest on reason of room change, change in room rates and moving his belongings whilst he is not in the hotel. 5. In the event that a guest had made prior arrangements to have his room change in his absence, security personnel must accompany the bell staff to do the change. 6. The Bell Attendant must ensure the positions of the guest’s belongings in the new room are the same as those in the previous room. 7. Before leaving the former room, the bell staff must check the mini-bar and safebox to ensure consumption is noted and items left behind must be returned to their owners. 8. Once the room change form is returned, Front Office staff must inform 1. Operator in case guests has special request to block his phone lines 2. Housekeeping to ensure any previous minibar consumption is correctly posted to the new room number and in case there is laundry to be delivered 9. Front Office staff will then do the room switch in “Opera”. The Room Change Log must be updated on the above proceedings and initialed by the staff concerned. 10. The staff will then attach the room change authorization form, if any, to the Registration card and file the card in its new slot. Check-in and Check-out It is the policy of Hotel that the guests are acknowledged immediately and will not wait longer than 2 minutes for check-in or check-out procedures to be completed. - To ensure that all advance reservations with special requests and preferences are pre-assigned.
170 - To ensure close liaison with Housekeeping team with regard to room status. - To ensure all account details are accurate and complete. - To maintain registration card and guests’ correspondence in logical sequence both at the reception and cashier’s station. - To ensure the Front Office is adequately staffed according to forecasted occupancy. - To ensure all staff take meals breaks during off-peak check-in / check-out times. Rooming of FIT Guest 1. The Front Office – GSO will escort the guest to the room. En route to the room he / she will explain the hotel facilities according to the established phraseology. 2. When the guest and the Front Office – GSO arrive at the allocated room (double check the room number), the Front Office – GSO will show the guest how to open the door with the key card. 3. The Front Office – GSO will gesture to the guest to enter the room first. The Bell Attendant will then take the luggage and place on the luggage rack or in the closet. 4. The Front Office – GSO will show the guest the main light switch and the airconditioning switch as well as the switches of the lamps on either side of the bed. 5. The Front Office – GSO will point out the internet access data ports. 6. He will then open the door of the closet and show the guest the mini-safe whose instructions are kept adjacent, also show the guest the laundry bags. 7. He will ask the guest if he / she requires any further assistance.
171 8. He will then inform the guest that if he / she has any further questions they should feel free to contact the Guest Services Centre. 9. He should then wish the guest a pleasant stay and leave the room (Closing the door behind him). Folio Maintenance 1. Guest reservation becomes a guest folio after check-in. 2. According to the guest registration card, check that all the payment details and relevant guest information are correctly processed. 3. All of the charges will be posted through Night Audit. 4. Guest Folio will remain in the system under the guest history after check-out. Housekeeping Discrepancy Report 1. Around 2000 hrs, the Assistant Manager – Front Office is to check the Opera and Manual Housekeeping Discrepancy reports to check the room status. 2. Examples are vacant dirty rooms from Housekeeping report, but reflected as occupied rooms from the system. 3. These discrepancies must be verified and solved immediately prior to running the night audit. If necessary, the Assistant Manager - Front Office will call/check the room to confirm the actual status.
172 Day Use Rooms & Early Check In 1. Reconfirm check out time with the guests upon guest check in. 2. All stays on the same day from 0900 hrs –1800 hrs are considered as Day Use rooms. 3. Any checkouts beyond 1800 hrs are charged as one night room charge as we cannot recover the room at this late hour to resell again. We are obliged to provide an overnight stay should the guest agrees to pay one night’s room charge beyond checking out at 1900 hrs. 4. Any guest who arrives earlier than 0900 hrs and requests to stay till 1800 hrs are also deemed as a full day charge unless otherwise approved by the Front Office Manager and above. 5. Manually post the room charge into “Opera” after the guest checks in. 6. Do not checkout the room after the guest has left. Keep the room in the system to run the occupancy unless it is a full house situation. 7. Update the information to the Assistant Manager – Front Office so that the Assistant Manager in the night shift can checkout the room after night audit. 8. All day use rooms must be updated accordingly in the billing instruction. 9. Guest who check-in between 0000 hrs midnight and 0600 hrs the next morning will be charged from the night before as the room has to be secured throughout the night for the guest’s late arrival. 10. Although check-in time is stated at 12:00 hrs, occasionally there will be requests for early check-in. As the frequency of such request is not high, there should be no problem granting it. 11. The hotel must exercise flexibility when dealing with corporate accounts requests. Staff must look at occupancy and availability of requested room type, volume of business from the company, importance of the person making the reservation etc. before quoting the second time.
173 Late Charge Missing Item & Minibar 1. Late charge is performed when guest utilized mini-bar of more than US$2 and checkout without informing the GSO upon departure. 2. Some of the mini bar charges that were not posted on time after guest departure will be written on the mini bar slips separately which will be delivered to the Front Desk before 2000hr daily for late charging. 3. These mini bar slips (above US$2) will be counter-checked by the afternoon team leader before late charging. Amounts below US$2 will be considered as a bad debt. Late charging will not be applicable if guest settled by cash. These charges will be absorbed by the hotel and with approval from the AM on duty. 4. Guest history should be recorded for run away bills or successful late charging. 5. Late charge is also performed when fixed amenities / assets above US$4 like magazines and pillows are being reported missing from the room upon guest departure. 6. However, much care is necessary to decide who is to charge. We do not charge guest who is extremely valuable to Hyatt International or any VIPs like a Courtesy Card Holder. 7. The Assistant Manager – Front Office is empowered to make careful decisions as to who is to charge pertaining to the losses. 8. Prior to late charging of missing items, an email is required to be written to the guest informing him / her on the hotel intention and the costs of the missing items. Should the guest dispute the intention of the late charge claiming that he / she did not take the reported missing item; the Housekeeping will be duly informed and the Assistant Manager will take the necessary actions. 9. We will adopt a trust on our guests when the reply claimed items not taken. 10. The Housekeeping Manager will be informed so that they could keep track on such “grey” cases. The intention is to monitor the situation and prevent possible ‘unsolved’ mysteries.
174 11. Should the guest fails to respond within 72 hours or replied claiming items consumed or taken, late charged will be processed. Clearing Expected Departures 1. Obtain the guest departure time on check-in and note through the “Opera” System. 2. Contact the guest by telephone on departure date to reconfirm / ascertain departure time. Use this opportunity to offer to arrange transportation if required. 3. Liaise with Housekeeping team in conducting room status checks to verify whether the room is occupied or vacant. 4. Extend or check-out guest folio as required. Front Office Safe Deposit Box 1. The Front Office Team Members are responsible for providing the Safe Deposit Box services for guest. 2. The guest will be required to fill up a SAFE DEPOSIT RECORD CARD. This card must advise the guest of the cost involved should he / she lose the key. It will also spell out clearly the clause covering the hotel's liability as far as the guests’ personal belongings are concerned. 3. The Hotel guest may authorize a representative to open the safe deposit box. In such instances, specimen signatures of the guest and the authorized representative will be required on the SAFE DEPOSIT RECORD CARD. Both should sign in the presence of the hotel staff, who will then select and open a box, hand the container over to the guest and write the box number on the signature card. 4. The specimen mentioned above ensures that only authorized persons stated on the SAFE DEPOSIT RECORD CARD can gain access to the contents of the deposit box.
175 5. The staff should never acknowledge or take notice of the contents of the box. The hotel provides a safe deposit box service, but possession and control of the contents are vested exclusively in the guest. 6. When the guest returns the container to the Guest Services Officer, it is placed back in its safe deposit slot, locked, and the key is handed to the guest. 7. The SAFE DEPOSIT RECORD CARD shall contain the following declarations to be made by the guest: a. Safe deposit boxes are available only to registered guests of Hotel and to those persons approved by such guest and whose signature appears above this agreement and only for as long as their period of stay. b. Guests are advised neither to deliver their keys nor to impart their box number to anyone not properly authorized to have them. c. When a safe deposit box is issued to two or more individuals, it is deemed to be under the control of each of them. Either may have access, or may surrender the box. d. If a key is lost, the hotel must be informed immediately. The box lock will be broken in the presence of the guest, and the lock will be changed. The guest will be charged a nominal fee (US$30) to cover the cost of replacing the lock and keys. e. The hotel will not be liable in whatever that arise from the loss of the key or the presentation thereof by a person other than one authorized. The Hotel’s liability is limited by government statute. f. All items kept in the box will be withdrawn by the guest and the key surrendered to the hotel at the time of departure. g. The Hotel Company reserves the right to break open the box and remove its contents without liability if the key is not surrendered upon the guest’s departure from Hotel. The said nominal fee is item #d will also be imposed. 8. The hotel guest has filled in the SAFE DEPOSIT RECORD CARD properly, the Front Office Agent shall check and then sign on the space under “Cashier”.
176 9. The Front Office Agent shall issue the hotel guest with a safe deposit box in which the guest puts in his / her valuables and the box number should be recorded on the SAFE DEPOSIT RECORD CARD. 10. Two keys are required to open a safe deposit box. The Hotel guest keeps one key whilst the Hotel keeps the other master key. 11. THE SAFE DEPOSIT RECORT CARD will be stored in the card slot. SDB #18 (means guest opens the safe deposit box number 18) will be entered into checkout alert until the guest surrenders the safe deposit box. If SDB #18 still shows in checkout alert when guest is checking out, the Cashier should remind the guest to surrender the safe deposit box. Access to a Safe Deposit Box 1. For each subsequent access to his / her box, the guest must countersign and fill in the date of entry on the safety box access card again. 2. No one other than the original signatory should be permitted to have access to the box; should his / her legal representative demand access to the box, a notarized affidavit authorizing such access must be obtained. Room Safe Deposit Box Guest Presence in Room 1. All calls to open Room Safe Boxes must be channelled to the Front Office 24 hours a day. The Guest Services Officer will then inform the Assistant Manager – Front Office immediately. 2. Room Safe can only be opened in the presence of Assistant Manager – Front Office and a Security Officer. 3. For security reason, the DECODER is to be kept with the Security Department 4. The Assistant Manager will call Security for the DECODER who will witness the process.
177 5. Both the Assistant Manager – Front Office and the Security Officer will need to meet at a designated place before proceeding to the guestroom. 6. Once enter the room, the Security Officer will pass the DECODER to the Assistant Manager – Front Office. 7. The Security Officer will then stand at a safe distance away from the room safe with the back facing the room safe. 8. The Assistant Manager – Front Office will then open the safe according to the default coding pre-programmed for emergency opening. 9. Once opened, the Assistant Manager – Front Office will need to log it down in the Open Room Safe Box Log. Refer to the log to enter the necessary information. 10. The Security Officer will also need to log it into their respective Log system. Guest Absence in Room 1. Should the guest call to open the room safe without being present in the room, the Assistant Manager – Front Office will take the responsibility to decide whether or not to open the safe. 2. This can be guest departed from the hotel only to realize that they have left the passport in the safe. 3. The above procedures will apply. When the room is Vacant 1. If the Room Attendant noticed that the room is vacant dirty but the room safe box is locked, the Room Attendant will report to the Front Office - GSO who will in turn report to the Assistant Manager – Front Office. 2. The Room Attendant will not release the room as vacant clean until the Assistant Manager and the Security Officer has opened the room safe box. 3. The Assistant Manager – Front Office will need to inform the Housekeeping Floor Team Leader that the safe is opened once they have completed the opening.
178 When the Safe Box Battery is flat 1. In the occasion when it is determined that the battery inside the safe is flat, the Engineering must be informed for assistance. 2. The Engineering Department will need to break the safe when it is an occupied room where guest requires to obtain the items. 3. The Disclaim form, which is available at the Front Desk, must be signed by the guest, Assistant Manager – Front Office, Security Officer and the concerned Engineering staff The contact information of the Room Safe Box Company and customer service mobile must be available by the AM for emergency calling should the safe boxes fail to open. Complimentary or House Use Rooms 1. All complimentary rooms, except those rooms granted to travel agents as per sales contracts, should be recorded on a complimentary room request form. 2. The form should be correctly filled up and duly signed by the Division Head concerned. The form is then sent to the General Manager for approval. Once approved, the form is to be sent to the Reservations Department for all necessary booking procedures. A copy of the said form should then be submitted to the Income Auditor who checks all details when the guests check in against the form. All these forms should be filed properly by the Income Auditor for future reference. Once the reservation has been checked in, the reason for the complimentary room is to be entered into the Opera system in the specified field.
179 Hotel employee complimentary rooms requests for staff from sister hotels will only be accepted via the RESERVE System or through General Manager’s Office. Ample time should be allowed for such Complimentary or House-use request. Last minute request of such will not be entertained. Approved House-use request for occupancy level over 80% will be revoked unless otherwise with the General Manager’s approval. Any staff caught abusing the usage of this policy will be disciplinary dealt with. Wake-up Calls 1. When approached by the guest to place a wake-up call, the Guest Services Officer is to note down the timing on the Wake Up Call list. 2. A reminder call at 5 minutes later should be offered to guest who requests for a wake up call 3. An updated rooming list must accompany all groups’ wake-up calls. 4. During the night shift, the requested timings will be consolidated, verified by the Assistant Manager – Front Office and passed over to the Guest Services Centre for processing. 5. The Guest Services Centre - GSO will then key in all the requested wake-up calls and file all the request. In the event that a wake-up call is not answered after the second manual call , the Guest Services Centre must alert the Assistant Manager – Front Office who will proceed to the room with a Bell Attendant (a female room attendant if guest is female) or Security personnel to personally wake up the guest. 6. After checking, the Assistant Manager – Front Office must return call to the Guest Services Centre to report the finding immediately. 7. All missed wake-up calls must be reported to the Assistant Manager or Front Office Manager so that service recovery can be done. Guest Services Team Leader or Assistant Manager will be responsible to conduct the investigations and report immediately.
180 8. If a guest requests a wake-up / reminder call during the day, he /she should be asked whether he / she is willing to accept any other calls. Reservations involving multiple rates during one stay Reservation Reservation GSO should leave a trace in the bookings to remind Front Office GSO on the follow-up of room rate changes for different dates. Front Office 1. The night shift GSO should prepare the registration card and update room rates by neatly writing the different rates in different dates on room rate column of registration card and hotel passport. For example, Dec1-2/ US$ 30 ; Dec 2-3/ US$ 36 2. On day of arrival, GSO should advise guest of different room rates at check in. On actual day, action trace to change rate and rate code 3. Verify the room rate with reservation trace before confirming with guest. 4. Explain the rate change in different dates of period with guest whilst circling the rates. Seek guest signature at the circled room rates area Daily Room Availability 1. Regular monitor the daily room availability taking into consideration same day reservations, walk-in and guest extensions of stay and unexpected departures. 2. Ensure rooms allocation are matched with room type and rate reserved to avoid unnecessary upgrades. 3. Upsell room types where possible. Oversell
181 1. The oversell limit will be set in the RESERVE system. Front Office and Reservations cannot sell a particular room type over the Oversell limit. It is always set higher than the actual number of particular room type existing in the hotel in order to ensure maximum occupancy taking into considerations for no-show and late cancellations. 2. This function defines oversell percentages of the particular room types and overall hotel up to which Reservations or Front Office – GSO are allowed to sell. 3. Should we try to sell room over the set ceiling the system will stop them by displaying message warning us of the sold-out situation. 4. Setting oversell ceiling is the sole responsibility of the Front Office and Reservations Managers. They are the only person allowed to make reservation or check-in over the set limit. 5. The oversell ceiling is changed according to the situation and business demand and checked daily throughout sold-out periods. Process Interim Payment from Long Stay Guests 1. High balance report is printed every day in the afternoon by the Front Desk – Team Leader to check the credit over list. 2. Large outstanding amount from guests would be detected by the Front Desk – Team Leader in this manner. 3. Large outstanding amount is defined by any US$ more than 400 with sufficient credit card approval code, however, unsettled within the last 7 days. 4. We, however, are not required to contact the guest if the guest is departing in the next 3 days. This is provided if there is a sufficient credit to cover the entire stay. 5. For guests staying more for 30 days and above, it is usually stipulated in the Long Stay Contract that the guests will do interim payment fortnightly.
182 6. It is the Front Desk – Team Leader responsibility while checking the high balance report to contact the Long Staying Guests for the interim payment, if needed. 7. Front Desk personnel are to print a copy of the updated folios on the 13th day. 8. The copy is then sent together with the Interim Payment Letter as a cover page. 9. This envelope is then slipped under the guest room door. 10. Front Desk Team Leader and Assistant Manager – Front Office are required to monitor if the guest has made the payment accordingly. Cashiering 1. Cash Floats can only be handled by the cashier on duty 2. Trainees coached by these cashiers cannot have access to their trainers float. 3. Assistant Managers, Managers and staff without floats are not to gain access to any drawers containing cash or folios of the cashiers on duty. 4. Clearance of authorized staff to stand behind the Cashier Counter Unauthorized staff, i.e. Staff from F&B/ Accounts / Bellman and Sales are not allowed at the side of the desk where the cash is kept and they must stand where our guests stand. Front Desk staffs have to enforce this with them. This is to ensure greater security for our cashiers and also aims not to confuse our customers on staff who can provide assistance. 5. Staff allowed behind the counter are only the Managers / AM- RC & Front Office. Their role is to provide assistance to guests. 6. Cash transactions handled by staff without floats must be handled as follows: All cash received from a non-cashier must be counted carefully before accepting.
183 Cashier is not to post any cash which may be lying beside their terminal. The cashier chops “paid’ on the folios and keys in the amount into the system. Under no circumstances does the ‘floater’ key in payment code using another’s code. If the cashier is in doubt, they are not to accept the cash and must not key in the amount in the system. Instead, they must approach the next level manager to investigate. 7. Handling of Float Keys: Do not allow the float keys to leave yourself without prior approval from the Assistant Manager with a ‘valid’ reason. Once the safety box or cashier drawer is closed after afternoon shift, the key needs to be enclosed in a seal envelope with a signature of the cashier, the box positions and the date. This is then given to the Night Manager for safekeeping together with the drawer keys. The Night Manager is responsible to distribute the keys to the morning shift the next day. 8. Accountability of Float The person who closes a float must ensure that the float amount is exact. The person who closes the float must ensure that there is a casting tape printing the total amount of cash plus due back. The tape must be dated and signed. The key to the float once closed must be placed in a signed sealed envelope with the float position also indicated. Once the key is passed on to the next shift, the responsibility is on the staff to count the float at the start, before any transactions are made using the float. This initial count must be done in full view of the security camera in the main safe area of Front Office or in the presence a Team Leader or
184 Assistant Manager. Or in the case of the cashier floats to be counted when taken over from the previous cashier as a witness. If a shortage is found, other witnesses must be sought to recount this and an investigation is to take place. If the float had been used to make some transactions and the shortage is found after, the responsibility lies with the person who opened the float. Keys to cash drawers cannot be left unattended. The Cashier must lock their drawers up when away from the counter. 9. Foreign Exchange Staff must use currency verifier provided for all currency covered by the machine. They must go through currency file to familiarize themselves with the notes which are out of circulation. Failure to follow this procedure will result in the staff having to pay for the uncollected amount. Currency when returned to the guest must face in one direction. All currency must be countered in front of each guest. Guest must be given exact change, not a cent less or more. All staff codes are to be kept confidential 10. Take Note Always post the cashiering codes with the right codes. Do not panic under pressures from the guests. It is your ‘money’ you are releasing out. 11. Accuracy is important, standards cannot be compromised! Poor standards create temptation and may breed a thief in our midst.
185 Express Check Out 1. All arriving guests holding one of the above credit cards upon checking in must have their card swiped in the “Opera” system to obtain an approval code. 2. Front Desk Staff must check if a complete guest profile already exists before offering express checkout. This is because more often than not, the hotel is required to send a copy of the invoice via fax or mail to the guests company. 3. Obtain a business card from the guest if the guest profile is incomplete 4. The Express Checkout Form must be presented for the guest to sign (Right Portion of the Registration Card) when the guest agrees to take the offer. 5. Inform the guest that we will send a copy of the bill to his/her room before 2300 hrs on the night before the departure. 6. Check with the guest if a copy of the bill is required to be faxed or sent to the company. 7. After confirming the departure time, enter the departure time accordingly in the system. Input in the remarks: POA/XO/20-22FEB 8. Enter X/O in the Checkout Alert to alert the cashier when an originally express checkout guest approaches us at the Front Desk for a physical checkout. 9. Select Source Code = EXP C/OUT. In this case, the Morning Team Leader can quickly tally the Express Checkout Form with the system. Also, the Morning Team Leader can have a quick glance at how many express check out for the day at any time. 10. Submit the Express Checkout Form (2 copies) for filing. An Express Checkout File is kept at the back office. 11. The form is filed accordingly to date 1-31 of the month.
186 Procedures @ the Night before Departure 1. Afternoon Team Leader to check Source Code from “Opera” for the next day express checkout guest and prepare to print the folios. 2. To advance folio the last night prior to print and deliver between 21:00 – 23:00 hrs. 3. To insert the bill in our A4 Fax envelope (ticked document) and have the Bell to send to the room. Procedures @ the Day of Checkout 1. Morning Team Leader to check all the express checkout for the day against the system 2. If the guest had departed, checked out the room with the Express Checkout Form attached to the room folio (together with credit card if any). 3. Check if we are required to send a copy of the invoice via fax/mail to the guest’s company and action accordingly. Overbooked & Walking a Guest 1. Front Office Manager reviews the arrival list on day to determine possible “walk” guests. The decision is based mainly but not solely on the consideration of the following criteria: a. VIP status of the guests b. Returning guest c. Long staying guest d. Gold Card Holder e. Company & business title f. FIT or GIT 2. Check the correspondence of these guests against the details in the system to ensure that they are correct. 3. Check the RESERVE arrivals list for the day in question to check for possible double bookings or changes to bookings.
187 4. Determine possible “walk guest” and prepare apology letter for those guests for the General Manager’s signature. The letter will apologize that an over booking situation has arisen due to guests extending unexpectantly, and will offer a complimentary upgrade to an Regency Suite for the next stay. 5. Assess if it is possible to contact the guest to offer an alternative date (i.e. Reservation using Gold Card complimentary certificates or prizewinners using hotel gift certificates.) 6. Advice targeted “Walk” guests of situation, offering them alternative accommodation and an upgrade on their return to Hotel. 7. Confirm all departures a night before with guests in-house in order to achieve an accurate in-house status. 8. Prepare to release all non-guaranteed bookings after 18:00 hrs. Enter call FOM at arrival alert to call FOM to meet and explain the situation. 9. Obtain and negotiate best possible rate from nearby hotel. Contact the Assistant Manager at the property and advise him on our intention. Only make reservations at these hotels when walking a guest appears unavoidable. 10. Remember to cancel the reservation if the situation changes. 11. Upon the guests’ arrival into the hotel, FOM advise them of the situation, offer the guest the choice of the alternate hotel. Also arrange hotel car to ferry walked guest to the alternate hotel. 12. Inform guest that Hotel will cover the accommodation charge for a night. We will send our hotel car to the alternate hotel to pick him up to return to our hotel the next day. 13. Ensure the selected hotel has the correct details for the guest. The alternate hotel must not collect accommodation charges other than incidentals from the guest.
188 14. Have the guest checked into to a dummy folio in the system and place in brackets where the guest was walked. This is a reference for all phone calls, messages, fax and packages etc. 15. Create a guest history and include all details – date they walked, where they were walked to and what we have offered them in return. Ensure the guest is not walk again on future occasions. 16. If the guest refuses to return the next day, we will send GM signed apology note with our amenity to the alternate hotel the next morning to express our apologies. 17. If the guest is booked for more than one night arranged for the guest to return to Hotel the following day with an upgrade and amenities. Ensure their reservation is in the system and a limousine is booked for their return. Guest must be greeted on returning to the hotel by the Front Office Manager or above. Miscellaneous Charges 1. Check if there is a suitable charge code in existence, if not ask the Assistant Manager - Front Office for advice. 2. Write down all details of the charge on the miscellaneous charge form and obtain guest’s signature on the form. Post the charge using the miscellaneous code. 3. Avoid using Miscellaneous charge code unless really necessary.
189 Handling Long Staying Guest Pre-Arrival 1. All long stay enquiries are passed to the Business Development Team for processing. This excludes Long Stay booking through RESERVE. 2. Once a booking is confirmed, the Business Development Team are responsible for forwarding a long stay letter of agreement and ensuring that a signed copy of this document is received by the hotel. Every effort should be made at this stage to ascertain whether the guest prefers a smoking or nonsmoking floor. 3. Long Stay bookings received through RESERVE can be qualified through passing the guest details to Business Development directly from Reservations. 4. Long Stay bookings received through RESERVE should sign a rate agreement upon arrival at the hotel that the rate is applicable to a minimum of 21 consecutive nights. Should the stay be cut short, the hotel will charge back each night at the rate determined by Front Office. It is the responsibility of the Long Stay Ambassador to have the terms of the long stay package acknowledged by the guest. 5. Guest who originally booked for a stay of less than 21 nights and wish to extend to a stay of more than 21 nights may do so during their stay. Such requests can be forwarded to Business Development for a proper agreement. The Long Stay Package will, however, only be granted from the day of extension and benefits cannot be backdated. Exceptions to this rule will only be allowed by GM, DOR, or DOS only. 6. Reservations Department to ensure that the correct Long Stay code is assigned to the reservation for proper follow up. 7. The Assistant Manager – Front Office will appoint a member of the Front Office Team to be the “personal contact” of the long-staying guest. This person is known internally as the Long-stay Ambassador. The staff to be appointed will depend on the arrival times of the guest. The long stay ambassador is a Front Desk/Regency Club - Team Leader and above positions.
190 8. Those guests without arrival times will either be the morning or afternoon Team Leader as the Agent. 9. The Assistant Manager – Front Office prepares a welcome letter on behalf of the Long stay Agent. 10. The Front Office Manager should review all Long Stay guests’ arrivals on a daily basis and assign better rooms. 11. Welcome amenities must be set up. Refer to Long Staying Guest Amenities set. 12. The Welcome kit for the guest will be collected by the Agent and presented to the guest upon check-in. The welcome kit includes. - Welcome Letter (Personalized with guest name) - Map of City - Tour Information - Magazine (Club Only) - Magazine (Club Only) - Magazine (Club Only) 13. Ensure extra hangers are setup in the room Arrival 1. The Long-stay Agent must meet the guest on arrival and escort him to the room. 2. During the welcome and rooming process the Long-stay Agent should: • Re-confirm with the guest his smoking/non-smoking preferences before taking him to his room. • Ascertain the purpose of visit and likelihood of repeat visits and pass this to FOM. This applies to RESERVE reservations where purpose of visit is not known. • Point out the complimentary tea and coffee, amenities and give the usual rooming explanation. • Refer to the Welcome letter/card. • Obtain any newspaper preferences and any other likes/dislikes and allergies. • Offer to have any large luggage items stored and explained additional coat hangers, ironing boards, cots, adapters set etc.
191 • Confirm room make-up time /turndown preferences. • Special billing request • Inform the guest that special room service orders can be made upon request and that the menu includes items from our restaurants plus the addition of full menus from Café and etc. Internal Administration after check in 1. Agent to update Long stay checklist and file in allocated file. 2. Inform and feedback to related departments of guest requests and preference, including Housekeeping and Room Service. 3. Update Guest profile comments with above information of guest preferences. 4. Leave a TRACE every four days for COURTESY CALL to guest. 5. Leave a trace, for billing settlement every 14days, if required. To call guest in the room and inform him that we will be sending an interim statement for his settlement. Leave the interim statement together with a cover page in the room if guest is not available. 6. Leave a trace the day before check-out to remind you of the following a. Offer guest to review account b. Confirm check-out time c. Confirm transportation. d. Offer wake call e. Luggage collection f. Room Service breakfast if check-out before 06:30 hrs. (Club guests only) 7. Update Checkout alert to “Call AM and Agent” During the guest’s stay 1. Courtesy call every 4 days 2. Update Courtesy call log after every calls 3. The Long Stay Agent (if they did not meet upon arrival) should ring the guest within 24 hours of arrival and suggest a brief meeting (over coffee or a drink) with the guest to cover: • Any areas that the hotel could address in order to ensure the guest is more comfortable. E.g. adapters, coat hangers etc.
192 • Any particular needs of the guest whilst in City e.g. sporting, sightseeing, health, education or communication related. The Longstay Agent should use local knowledge to assist the guest or offer to undertake relevant research. • Hotel tour • Payment on fortnightly basis 4. If the guest is not in the room a voice mail message should be left. If no reply, follow up within 72 hours. If no reply again, do a second and final follow up voice mail message. 5. Copies of the hotel bill are forwarded to the guest room every 14 days or as stipulated in contract and on the day prior to departure. These are accompanied by a letter prepared by the Long Stay Agent. On Departure 1. Front Office should discuss or distribute a list of the next day’s departing long-stay guests at each morning briefing, together with their planned departure times. A farewell team should then be decided upon, ensuring that the guest received suitable recognition for his support. After the guest has departed – (minimum 21-night stays) The Sales Department is required to identify these guests as major advocates of the hotel. They should be added to the ‘advocates’ mailing list and be forwarded a greeting card on an annual basis. Repeat long stay guests will not receive a welcome kit unless being requested.