LOST AND FOUND PROCEDURE VISION: All properties will follow established procedures when a guest item is found on the hotel premises. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-42 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 151 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success SCOPE: To establish procedures for the turning in, documenting and returning of guests lost and found articles. By doing so will foster positive guest relations and demonstrate good will on behalf of the hotel. PROCEDURE: 1. The hours of operation will be 7:00 A.M.-5:00 P.M. daily. All calls regarding lost and found will be referred to the Housekeeping Department. 2. The main linen room attendant is responsible for the administration of the lost and found department. 3. All lost and found items will be entered in the lost and found ledger (see below) with the following information: Date found Room number/location found Description of the item Log number Name of the finder Disposition Address of claimant (if mailed) Signature of claimant (if claimed in person) 4. An inquiry log will also be maintained to record guest inquiries concerning lost articles. All such inquiries must be answered by letter if the article is not located (see below). 5. Articles found will be kept in a locked and secured area divided into sections by month, located in an area. Items designated as valuable, i.e., watches, rings, money, etc., will be stored separately. These articles will be kept locked
LOST AND FOUND PROCEDURE VISION: All properties will follow established procedures when a guest item is found on the hotel premises. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-42 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 152 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success up in a safe, either in security, the General Cashier or the Executive Housekeeper who will be assigned a safe deposit box at the front desk. 6. During evening and midnight hours of operation all lost and found items will be forwarded to the front desk. Front desk will ensure that these items are properly identified and tagged. An area will be designated for temporary storage of lost and found items by the Front Office Manager. Each morning a representative of the Housekeeping Department will pick up any lost items held by the Front Desk. 7. Reclaim of article by guest may be made in one of the following two ways (methods): Guest Inquiry by telephone During normal hours of operation of lost and found, guest call should be transferred to Housekeeping. Guest should give full description of item as well as room number and/or area presumed lost along with dates). If item is located, Housekeeping should determine from the guest if it is to be picked up or mailed. If item is not located then the inquiry is to be documented in the inquiry log for follow up. Guest inquiry in person. Housekeeping will bring the article up to the lobby. The guest will sign for their article in the spot designated for the lost and found ledger. 8. Mail Procedures. Linen room attendant will wrap, address and pay packages for mailing and make arrangements to mail. The local property will determine how the package will be sent, i.e., UPS, overnight mail, etc., at the hotel's expense.
LOST AND FOUND PROCEDURE VISION: All properties will follow established procedures when a guest item is found on the hotel premises. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-42 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 153 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success 9. It should be stressed that at no time do we tell a guest that we have their missing article. Housekeeping must verify the item in the log book and physically have the article. Housekeeping should never make the initial contact with a previous guest regarding an article that has been found.
LOST AND FOUND PROCEDURE VISION: All properties will follow established procedures when a guest item is found on the hotel premises. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-42 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 154 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success 10.Credit cards found in the guestrooms or in public areas of the hotel must be turned into the General Cashier's office in the Accounting Department by way of the drop safe. All inquiries for credit cards must be referred to the general cashier. 11.Accounting, upon receipt of found credit cards, will notify housekeeping as to the type of card, card holder's name, and credit card number. Upon receiving a call, guest has to identify by type, name and number. At no time will the Room attendant offer any information about found credit cards. 12.Articles unclaimed after 90 days may be given to the finder; valuable items will be held for six months. If the finder no longer works for the hotel, the Executive Housekeeper at their discretion will dispose of the unclaimed items. Alcoholic Beverages Basic policy is there can be no drinking of alcoholic beverages in hotels by employees, therefore, there is no basis for possession of alcoholic beverages in hotels by employees. Alcoholic beverages left in guest rooms by guests shall be immediately brought to the Main Linen Room and delivered to the custody of the Executive Housekeeper/Housekeeping and Manager (locked in a secured area). It will be marked with the date and room number where found and individual finding it. This applies equally to beer and wines, as well as to hard liquors. Beverages in custody should be retained no longer than seven days, and then, if not called for by the departing guest: poured down the drain by the D.O.S., Housekeeping Manager. Employees May Not Accept Alcoholic Beverages As Tips. Items which originated through the Food and Beverage departments (i.e., VIP wine, champagne, etc.) will be returned immediately to the Beverage controller.
LOST AND FOUND PROCEDURE VISION: All properties will follow established procedures when a guest item is found on the hotel premises. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-42 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 155 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success LOST AND FOUND LEDGER Date the article was found and logged in the book. The log number. The description of the item found. The location. Who found the item. Name of person who logged the item. Signature of claimant and date item was mailed. INQUIRY BOOK Name of person who called Address Phone number Item lost Where it was lost When it was lost Name of person taking call A letter should be sent to each caller making an inquiry for a lost and found item (see below).
LOST AND FOUND PROCEDURE VISION: All properties will follow established procedures when a guest item is found on the hotel premises. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-42 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 156 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success LOST & FOUND LETTER Dear____________ Regretfully the ______________ your correspondence mentioned as being lost, has not been turned into our Lost and Found Department. I have personally checked the Lost and Found log and our Security "cage." (Request for additional information if applicable) I have enclosed a request for additional information form and a stamped envelope. The information you have given me will be kept on permanent file. If your_______________ should be turned in, I will mail it/them to you at the following address: ___________________________________________ ___________________________________________ ___________________________________________ Regretfully, ______________ Trust Hotels Name of Manager Title of Manager
LOST AND FOUND PROCEDURE VISION: All properties will follow established procedures when a guest item is found on the hotel premises. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-42 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 157 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success LOST ITEMS INQUIRY DATE:________________________________________________ NAME:________________________________________________ ADDRESS:____________________________________________ PHONE #_____________________________________________ DATE OF CHECK-OUT:_________________________________ ROOM or VILLA #:_____________________________________ DESCRIPTION OF LOST ITEM OR ITEMS: ____________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________
LOST AND FOUND PROCEDURE VISION: All properties will follow established procedures when a guest item is found on the hotel premises. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-42 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 158 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success LOST AND FOUND TAG ITEM______________________________________ LOG NUMBER_____________________________ DATE FOUND______________________________ WHERE FOUND____________________________ FOUND BY_________________________________ SIGNATURE/DATE__________________________ I MAILED TO/DATE__________________________
DISCREPANCY REPORT VISION: The Front Office will reconcile all guest room status with housekeeping three times daily by 9:00 a.m., 1:00 p.m. and 5:00 p.m. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-43 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 159 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success SCOPE: To ensure that all guest room status information is completely accurate. RESPONSIBILITY: Front Office Manager Executive Housekeeper PROCEDURE: A.M. HOUSEKEEPER'S DISCREPANCY REPORT The A.M. Housekeeper's Discrepancy Report is prepared each morning and will reflect discrepancies between a physical "room inventory" taken by Housekeeping and the listing of each room reported vacant/ready on the Room Revenue Report which is prepared by Night Audit. This discrepancy report must be provided to the Front Office by 9:00 A.M. daily. The Front Office and Housekeeping should investigate and resolve all discrepancies, note the results on the report, and forward it to the Accounting Office by 11:00 a.m. Unresolved discrepancies must be reported immediately, in writing, to the Resident Manager with a copy to the Controller. See attached **Expected Departure Report** P.M. HOUSEKEEPER'S REPORT 2. The P.M. Housekeeper's Report is prepared daily and must be delivered to the Front Office by 5:00 P.M. 3. This report also represents a physical inventory of all guest rooms, and will aid in accomplishing the following items: Correcting any mistakes that may have taken place in connection with check-ins, check-outs, etc.
DISCREPANCY REPORT VISION: The Front Office will reconcile all guest room status with housekeeping three times daily by 9:00 a.m., 1:00 p.m. and 5:00 p.m. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-43 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 160 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success Detecting "sleepers" (rooms for which revenues are accruing, but are actually unoccupied). Reporting "light" baggage or other pertinent observations. Detecting "skippers" (rooms in which the guest has checked out without paying his/her account). Enabling the Controller to cross-check the Room Revenue Report to ensure that every occupied room is accounted for. Providing the Front Office with a means of checking the accuracy of the room rack/PMS. 4. The accuracy of the room rack/PMS is largely dependent on the thoroughness with which it is compared to the Housekeeper's Report. 5. All comparisons should be made as soon as possible after receipt of the report. Discrepancies should be reconciled with the Housekeeping Department at the time. EXPECTED DEPARTURE REPORT 1. The Expected Departure Report is prepared daily by the front desk by 12:00 noon. 2. Housekeeping will check all expected departures to verify room status, note the results on the report, and return it to the Front Desk by 1:30 p.m. 3. The Front Desk will process all guest accounts as check outs from the information provided from Housekeeping. Note: Most rooms listed will have received express checkout, so vacant status is likely. 4. The Front Desk will resolve all discrepancies by verifying the departure date on the registration card, attempting to contact the guest before extending the check-out date in the computer (or on the rack).
DISCREPANCY REPORT VISION: The Front Office will reconcile all guest room status with housekeeping three times daily by 9:00 a.m., 1:00 p.m. and 5:00 p.m. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-43 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 161 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success AM / PM DISCREPANCY REPORT TO: FRONT DESK MANAGER FROM: HOUSEKEEPING DATE: ______________________ LRA:__________________ Room Number Explanation: ____________ ____________________________ ____________ ____________________________ ____________ ____________________________ ____________ ____________________________ ____________ ____________________________ ____________ ____________________________ ____________ ____________________________ Room Shows vacant but occupied ____________ ____________________________ ____________ ____________________________ ____________ ____________________________ ____________ ____________________________ ____________ ____________________________ ____________ ____________________________
DISCREPANCY REPORT VISION: The Front Office will reconcile all guest room status with housekeeping three times daily by 9:00 a.m., 1:00 p.m. and 5:00 p.m. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-43 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 162 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success cc: Controller, Rooms Director/Director of Operations, Director of Services, Front Office Manager.
MAIL, MESSAGES, FAXES AND PACKAGES VISION: All mail, faxes, packages, etc. coming into the hotel should be delivered to a pre-determined central location TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-44 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 163 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success Packages will be time-stamped and sorted into one of three categories: Hotel Business or Employee Mail - Mail for employees and departments within the hotel should be placed in the proper departmental mail box. Guest - Guest's mail should be given to an individual designated by the Manager, to be distributed according to the following procedure. SCOPE: To ensure that all mail, messages, faxes and packages are delivered to the intended recipient in a timely manner. To maintain full control over the disposition of all mail, faxes, messages, and packages. RESPONSIBILITY: The Front Office is responsible for the control of all incoming and outgoing guest mail, messages, faxes and packages. PROCEDURE: REGULAR MAIL 1. Should be sorted immediately and time stamped. Room numbers should be added and the message light turned on to alert the guest that there are mail, messages, faxes and/or packages being held for them. 2. All mail, etc. should be placed in the proper mail slot. If the guest is due to arrive that day, a note should be clipped to the guest's registration card and/or noted in the message field in the PMS System. 3. For guests with or without reservations who have not yet registered, the mail should be placed in a "Hold for Arrival" rack in PBX. If the individual has a reservation, the words "Mail at Desk" should be noted in the message field in the guest's PMS account. The mail in this rack is to be checked daily by the PBX Operator, dated and initialed. If the mail is not claimed after ten days, it
MAIL, MESSAGES, FAXES AND PACKAGES VISION: All mail, faxes, packages, etc. coming into the hotel should be delivered to a pre-determined central location TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-44 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 164 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success should be returned to the sender or forwarded as indicated and noted in the "Return Mail Log."
MAIL, MESSAGES, FAXES AND PACKAGES VISION: All mail, faxes, packages, etc. coming into the hotel should be delivered to a pre-determined central location TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-44 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 165 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success SPECIAL DELIVERY MAIL 1. The guest should be notified immediately. 2. A Bellman should be instructed to deliver the mail to the room if the guest requests it. 3. If the guest is not in the room, the message light should be turned on and a written note should be slipped under the door indicating that the guest has urgent mail. 4. All special delivery mail received for guests not registered in the hotel should be placed in a special hold rack at the Front Desk. The rack should be checked twice daily for recent arrivals or Catering guests. A representative from the Sales and Catering Department should review the rack regularly, as they may recognize the names of persons in meetings, functions, etc. Special deliveries should be held for ten days before returning to sender. 5. All special deliveries must be logged in a book to be kept at the Front Desk. Information logged should include date and time of delivery to the hotel, disposition, and guest's signature acknowledging receipt of the item. 6. Guests should be notified of special delivery mail regardless of the time. The rule of reason should apply in interpreting this procedure. REGISTERED MAIL 1. REGISTERED MAIL SHOULD NEVER BE ACCEPTED FOR A GUEST!! 2. If registered mail arrives for a guest, try to reach the guest to determine if they wish to come to the desk to sign for it directly. If the guest is not available or does not wish to sign for the registered mail, it should be refused. OVERNIGHT MAIL (FEDERAL EXPRESS, AIRBORNE OR EQUIVALENT) Use the same procedure as for Special Delivery Mail. FAXES 1. All faxes received should be given to the PBX Operator for handling.
MAIL, MESSAGES, FAXES AND PACKAGES VISION: All mail, faxes, packages, etc. coming into the hotel should be delivered to a pre-determined central location TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-44 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 166 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success 2. The guest should be notified immediately that there is a fax waiting. 3. A Bellman should be instructed to deliver the fax to the room if the guest requests it. 4. If the guest is not in the room, the message light should be turned on to alert the guest, and a written note should be slipped under the door to notify the guest that they have a fax waiting. 5. If not delivered within forty-eight hours, the fax should be returned to the sender. All faxes should be checked against the Daily Event Listing prior to return. 6. All faxes for guests not registered in the hotel should be placed in a special hold rack at the Front Desk. This rack should be checked twice daily for recent arrivals and Catering guests. A representative from the Sales and Catering Department should review the rack regularly, as they may recognize the names of persons in meetings, functions, etc. 7. All faxes must be logged in a book to be kept at the Front Desk. Information logged should include date and time of delivery to the hotel, disposition, and guest's signature acknowledging receipt of the item. 8. Guests should be notified of faxes regardless of the time. The rule of reason should apply in interpreting this procedure. 9. A FAX Log must be completed for each FAX sent or received. PACKAGES 1. All packages of any size are to be delivered to a location pre-determined by hotel management. A notice indicating delivery of the package should be sent to the Front Office. 2. The Front Desk should then notify the guest of the package delivery or so note the delivery in the reservations system. The Daily and Weekly Event Listings should always be checked upon receipt of packages.
MAIL, MESSAGES, FAXES AND PACKAGES VISION: All mail, faxes, packages, etc. coming into the hotel should be delivered to a pre-determined central location TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-44 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 167 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success 3. A Bellman should be instructed to deliver the package to the guest if so requested.
MAIL, MESSAGES, FAXES AND PACKAGES VISION: All mail, faxes, packages, etc. coming into the hotel should be delivered to a pre-determined central location TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-44 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 168 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success 4. C.O.D. packages for guests should be accepted only if prior arrangements have been made with the Front Office Manager, Sales Managers or Banquet Managers. The C.O.D. package can be accepted if credit has been established on the guest's account. 5. All packages should be held for ten days unless a specific arrival date is indicated. If no arrival date is noted, the package should be returned to the sender or forwarded after ten days. 6. A package log is to be maintained with the following information: Date of receipt Addressee Addressor Number of packages Where stored Who received Current disposition MESSAGES 1. PBX Operators are to leave messages for guests when they are not in their room to receive telephone calls. 2. After the message is taken, the room message light should be turned on so the guest can call the Front Desk to be notified of the message. 3. After the guest has received the message or has picked it up, the message light should be turned off. 4. If the message is read but not picked up or delivered, it should be time stamped on the back and retained in a designated area in case the guest requests the message at a later date. In a PMS environment, a Non-Delivered Guest Message Report will print hard copy for a back up.
MAIL, MESSAGES, FAXES AND PACKAGES VISION: All mail, faxes, packages, etc. coming into the hotel should be delivered to a pre-determined central location TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-44 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 169 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success 5. By 9:00 P.M. each night, the Front Desk should check/audit all messages, checking for correct room number, whether the guest has checked in, and whether a copy of the message was sent to the room and placed under the door. 6. In some instances the guest will pick up his/here mail at the desk without first calling, and the message light may remain on. This then requires the guest to call the Front Desk to verify that there are no further messages waiting. It is suggested that message lights be checked as many times as possible during the day to verify that there are in fact messages waiting for all lights that are turned on. The lights on should be listed, the guest's name determined from the room rack or PMS, and boxes checked to ensure that there is in fact mail and/or messages for that particular room. 7. All room message lights should be tested at least once per month. OUT-DATED MAIL 1. All mail, faxes, overnight mail, packages, etc. being returned or forwarded should be logged in the Return Mail Book kept at the PBX. 2. If a guest wishes to leave a forwarding address, it should be recorded in the "Guest Forwarding Address Log" (Exhibit 2). The guest should be advised that mail will be forwarded for up to two months. 3. For future reference, should the mail be lost or mis-directed, the date the mail is sent out and the initials of the clerk should be listed. MAIL AND PACKAGE DOCUMENTATION 1. All guests’ mail that does not require signature for receipt must be logged on the "Guest Mail Log" (see below). 2. All guest's mail and packages requiring signatures upon receipt must be recorded on a "Guest Package Receipt". (see below).
MAIL, MESSAGES, FAXES AND PACKAGES VISION: All mail, faxes, packages, etc. coming into the hotel should be delivered to a pre-determined central location TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-44 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 170 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success GUEST MAIL LOG TO: Name:________________________Date:______________Room:_________ FROM: Name:________________________Address:_____________________________ City:________________________State:______________ Zip: ___________ DATE RECEIVED:_______________DATE RETURNED: _________________ FORWARDED TO:________________DATE FORWARDED:_______________ Name:________________________Address:_____________________________ City:________________________State:______________Zip: ___________ TO: Name:________________________Date:______________Room:_________ FROM: Name:________________________Address:_____________________________ City:________________________State:______________ Zip: ___________ DATE RECEIVED:_______________DATE RETURNED: _________________ FORWARDED TO:________________DATE FORWARDED:_______________ Name:________________________Address:_____________________________ City:________________________State:______________Zip: ___________
MAIL, MESSAGES, FAXES AND PACKAGES VISION: All mail, faxes, packages, etc. coming into the hotel should be delivered to a pre-determined central location TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-44 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 171 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success GUEST FORWARDING ADDRESS LOG Guest wishing to leave a forwarding address must be listed in this log with a complete address. Check-out date and date completed should be noted. Mail will be forwarded for up to two months. Name: _____________________________________ Date Competed: ______________ Address: ___________________________________ Date Checked Out: ___________ City: _____________________________ State: _____________ Zip Code: _______ Remarks: Name: _____________________________________ Date Competed: ______________ Address: ___________________________________ Date Checked Out: ___________ City: _____________________________ State: _____________ Zip Code: _______ Remarks: Name: _____________________________________ Date Competed: ______________ Address: ___________________________________ Date Checked Out: ___________ City: _____________________________ State: _____________ Zip Code: _______ Remarks: Name: _____________________________________ Date Competed: ______________ Address: ___________________________________ Date Checked Out: ___________ City: _____________________________ State: _____________ Zip Code: _______ Remarks:
MAIL, MESSAGES, FAXES AND PACKAGES VISION: All mail, faxes, packages, etc. coming into the hotel should be delivered to a pre-determined central location TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-44 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 172 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success GUEST PACKAGE RECEIPT TRUST CORPORATIONGUEST PACKAGE RECEIPT Date Received: ____________________ Guest Name: ______________________ Room Number: ____________________ Check Out Date: ___________________ Employee Accepting: _______________ Days Checked: _____________________ Guest Receipt Guest Signature: ___________________ Date: ____________________________ Clerk: ___________________________ TRUST CORPORATIONGUEST PACKAGE RECEIPT Date Received: ____________________ Guest Name: ______________________ Room Number: ____________________ Check Out Date: ___________________ Employee Accepting: _______________ Days Checked: _____________________ Guest Receipt Guest Signature: ___________________ Date: ____________________________ Clerk: ___________________________ TRUST CORPORATIONGUEST PACKAGE RECEIPT Date Received: ____________________ Guest Name: ______________________ Room Number: ____________________ Check Out Date: ___________________ Employee Accepting: _______________ Days Checked: _____________________ Guest Receipt Guest Signature: ___________________ Date: ____________________________ Clerk: ___________________________ TRUST CORPORATIONGUEST PACKAGE RECEIPT Date Received: ____________________ Guest Name: ______________________ Room Number: ____________________ Check Out Date: ___________________ Employee Accepting: _______________ Days Checked: _____________________ Guest Receipt Guest Signature: ___________________ Date: ____________________________ Clerk: ___________________________
EFFORT PROGRAM VISION: Each hotel is to have an effective program in place to insure follow-up on guest problems/complaints. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-45 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 173 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success SCOPE: A follow-up program (second effort will ensure guest satisfaction by overcoming problems prior to the departure of the guest. This program, if properly handled can also turn guest problems into opportunities and thus solidify guest loyalty to the property. It is important that this goodwill be recovered and maintained through a formal complaint resolution process, and that the guest is shown that we do care through implementation of the Second Effort Program and Hotline Program. It is important to note that no irritation mentioned or reported by a guest is too small. The program is applicable to special requests as well as complaints. RESPONSIBILITY: EVERY HOTEL MANAGER AND EMPLOYEE!! PROCEDURE: A card should be located in every guest room advising guests of the extension to dial if problems are incurred (some properties designate this extension as a hotline). A special phone must be designated for this and located in an area that is manned 24 hours. Guest calls on this line are to be given the highest priority. All property associates must be educated in the second effort program and who to call directly if they encounter a guest with a problem. The second effort coordinator (generally a PBX operator) will complete the following action steps receiving a guest problem call: 1. Call the appropriate department to correct the problem. 2. Fill out the second effort log. 3. Follow-up with the department handling the problem if an automatic callback is not received.
EFFORT PROGRAM VISION: Each hotel is to have an effective program in place to insure follow-up on guest problems/complaints. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-45 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 174 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success 4. Call the guest back to inquire if the problem was resolved. If the answer is no, the appropriate manager should be advised for special handling. 5. Complete the second effort form and send the top copy to the front desk to be attached to the guest folio or registration card. At check-out, the cashier should acknowledge the problem the guest. Any negative comments regarding the situation should be noted by the cashier and passed on to the Rooms Director/Director of Operations or General Manager for follow-up correspondence. A copy of the second effort log should be routed to the Rooms Director/Director of Operations and Chief Engineer for review and correction of consistent problems/trends, etc. After check-out, the Second Effort Form should be removed from the registration card and stapled to the corresponding Second Effort Summary Log. All Second Effort's will be reviewed weekly at the general staff meeting. A list of guests with major or "unsolvable" problems will be given to the General Manager so he/she can send appropriate letters of apology. Second Effort Forms will be available from the Front Office.
EFFORT PROGRAM VISION: Each hotel is to have an effective program in place to insure follow-up on guest problems/complaints. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-45 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 175 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success SECOND EFFORT FORM Date_______________________ Time____________________ Guest Name_________________________________Room#__________________ Address______________________________________Check-out_______________ Person Reporting______________________________________________________ Area Involved_________________________________________________________ Problem_______________________________________________________________ Solution________________________________________________________________ Reported To ___________________________________ Time___________________ Reported Back At (Time)________________________________________________ Guest Contacted Back at (Time)________________________________________ Satisfied?______________________________________________________________ IF NO – ALTERNATIVE_____________________________ ______________________ Guest Now Satisfied (Y/N, Comments)___________________________________ Distribution White - Front Desk Canary - Resident Manager Pink - Department Involved
EFFORT PROGRAM VISION: Each hotel is to have an effective program in place to insure follow-up on guest problems/complaints. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-45 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 176 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success SECOND EFFORT SUMMARY LOG Date Room # Guest Name Request/ Problem Time Situation Remedied Time
BABY SITTING SERVICES VISION: All properties will maintain an updated list of "qualified" sitting services. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-46 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 177 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success SCOPE: To ensure that sitting service information is readily available to all guests requesting such information. To protect the property and Trust if the actions of a sitting service are challenged in a court of law. RESPONSIBILITY: The Concierge or Front Office Manager is responsible for maintaining a current list of professional sitting services that are available in the area. PROCEDURE: Review your local Yellow Pages for available "Sitting Services". Call each service to determine if they are licensed and bonded. If they, request references and check each one thoroughly. These reference checks must be recorded in writing and kept on file. Every effort should be made to use only licensed and bonded sitting services. employees or relatives should not perform sitting services for guests. In those areas where licensed and/or bonded services are not available, a very detailed reference check (minimum of three references) must be made before placing the sitting service on the recommended list. This reference check must also be recorded in writing and kept on file. The list should be upgraded as required by deleting a sitting service from the recommended list when guest comments indicate that the service is not performing to our standards. The entire list of all recommended sitting services should be given to the guest. We should never select a particular sitter on the recommended list. Written notice to the guest must state that the guest releases the hotel from liability for any injury a guest or his dependent may incur as a result of hiring sitting services.
UNDERAGE GUESTS VISION: Each property must use discretion when underage guests check in to the hotel. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-47 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 178 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success SCOPE: Clientele under 21 years of age should not be allowed to check in to the hotel. This should be carefully watched during prom and graduation season. PROCEDURE: Any guest checking into the hotel who appears to be under 21 years of age should be requested to show identification with proof of age. Clientele will be advised that it is the hotel policy that all hotel guests must be 21 years of age or older unless accompanied by their parents. Tell them we are sorry, but they are not allowed in the hotel. If identification is provided, notify security and the manager on duty of the room number so the room can be monitored for potential problems. At the first sign of a party in progress the MOD should intervene and stop the party. The guests should be advised that fire codes prohibit no more than 5 guests per room and everyone will have to leave.
UNIFORMS VISION: All properties must ensure that uniforms are provided and in accordance with standards outlined herein. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-48 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 179 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success SCOPE: To outline property uniform requirements of hotel staff. PROCEDURE: Uniforms are provided to add to the orderly impression of the hotel, to identify hotel employees to guests and to other employees, and to protect the clothing of employees who perform tasks that might unduly wear out their personal clothing. Uniforms project the image of the hotel. They must be clean, serviceable, and correctly sized. Name tags are considered part of the uniform and are mandatory for all employees and managers. Employees that speak a language other than English should be provided with name tags bearing the flag of the country whose language they speak. Uniforms are not optional. All uniforms which have certain accessories or specific shoes should be worn as designated. The following positions are to be uniformed: FRONT DESK SUPERVISORS, AND CLERKS PBX SUPERVISOR AND STAFF RESERVATION SALES AGENTS BELL CAPTAIN AND BELLSTAFF VAN DRIVERS DOORMEN GARAGE ATTENDANTS AND VALET PARKERS CONCIERGE SUPERVISORS AND STAFF HOUSEKEEPING SUPERVISORS AND STAFF LAUNDRY SUPERVISORS AND STAFF RECREATION SUPERVISORS AND STAFF
UNIFORMS VISION: All properties must ensure that uniforms are provided and in accordance with standards outlined herein. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-48 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 180 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success All full-time employees should be issued two sets of uniforms. Part-time employees should be issued one uniform. At time of issue the employee should sign a form documenting the number and type of uniform received. This is to be retained in their personnel file. At the time of separation from employment the Department Manager should refer to this issue form to ensure that the uniform is retrieved for reissuance if in desirable condition. It is each employee’s responsibility to properly maintain his/her uniform. An employee without appropriate uniform should not be allowed to work their shift unless corrected. It is recommended that uniforms requiring dry cleaning be the financial responsibility of the individual employee. However, exceptions are at each property's discretion.
MAIL RECEIPTS AND ACCOUNTS RECEIVABLE DEPOSITS FOR GUEST ROOMS VISION: All incoming checks should be logged and restrictively endorsed by an individual not handling cash, receivables or payables. Checks should be directly deposited in drop safe by this individual. Information regarding advance deposits for guest rooms is forwarded to the reservations office. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-49 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 181 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success SCOPE: To outline procedures for handling of guest room advance deposits to insure the efficient and accurate crediting of proper accounts. PROCEDURE: INCOMING CHECKS 1. Checks received in the hotel for advance deposits are routed to the hotel's designated employee for processing. (This is often the Executive Secretary). The checks are copied to Accounting and deposited in the Drop Safe. 2. All information on the Advance Deposit Receipt Log (see below) is completed, and a copy is immediately forwarded to Reservation's. 3. Copies of checks and corresponding backup are brought to the Reservations Office to be accepted and signed for on the Receipt Log. The Receipt Log is then brought back to Accounting. 4. Reservations will post the new deposits into their system using the advance deposit mode and produce corresponding folios, to attach to the log as verification of accurate input. NIGHT AUDIT 1. Reservations will then cash out at the end of their shift following normal cash out procedures and drop the copies of the check or the drop, to be reviewed by accounting. 2. Night Audit will verify each night that both the total deposits received that day -- and the total advance-to-guest transfers that day -- are in perfect agreement with the Advance Deposit Control Report in the Front Office system. Upon resetting this report, they will sign off in its accuracy. FRONT OFFICE
MAIL RECEIPTS AND ACCOUNTS RECEIVABLE DEPOSITS FOR GUEST ROOMS VISION: All incoming checks should be logged and restrictively endorsed by an individual not handling cash, receivables or payables. Checks should be directly deposited in drop safe by this individual. Information regarding advance deposits for guest rooms is forwarded to the reservations office. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-49 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 182 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success 1. The Desk 7:00 a.m. - 3:00 p.m. Shift Supervisor, will first compare advance deposit reservations against the other reservations for that day -- eliminate duplicates. If a "dupe" is found, the folio with the check on it must remain the live one -- while the others are voided. Detail information may be changed on this folio if necessary, with proper documentation, but it must not be voided or replaced. 2. Only two things can happen to these folios during the course of the day. Either the deposit is automatically transferred into Guest Ledger when the folio is checked in or the folio is returned to Night Audit that night. CASH DEPOSITS 1. If a guest insists on paying a deposit for a future date by cash or credit card during a business day, the transaction is to be posted to the appropriate folio -- in ADVANCE MODE -- at the Front Desk. 2. If the guest(s) present this situation during an evening or weekend shift, the Desk Shift Supervisor must assume the responsibilities of posting the transaction correctly, attaining all necessary information, copying the Director of Transient Sales and the Assistant Controller and making certain that Night Audit gets the folio, with their regular cash out work. STATUS CHANGES 1. All employees and managers in Front Office, Night Audit, Accounting, Sales and Catering must be made aware that any change of information pertaining to a reservation that is guaranteed by an advance deposit MUST be handled in a structured fashion with a reliable audit trail. Virtually all misapplied credits are the result of a gap in communications. The controls outlined herein are designed to minimize guest inconvenience, avoid mix-communications and ensure the timely application and/or refunding of monies that were sent to us in good faith. 2. On an advance deposit cancellation form, the original information must be clearly defined, to eliminate any chance of changing the wrong
MAIL RECEIPTS AND ACCOUNTS RECEIVABLE DEPOSITS FOR GUEST ROOMS VISION: All incoming checks should be logged and restrictively endorsed by an individual not handling cash, receivables or payables. Checks should be directly deposited in drop safe by this individual. Information regarding advance deposits for guest rooms is forwarded to the reservations office. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-49 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 183 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success deposit. The updated information must be signed off by the Reservations Manager -regardless of whether other deposit is for Rooms, Group or Catering. 3. On a cancellation, the steps required are clearly outlined on the Status Change Form. 4. For cancels, the Reservations Manager, after verifying the status and corresponding approvals, will update the Log Book in Reservations and bring the Status Change Form to Accounting -- to be accepted and signed for. 5. Accounting will then make two copies of the form, one of which is for Reservations to return to their "Deposit Cancel" file. Accounting will then list cancel in their receipt log, noting "CKL" in the "check #" column. 6. Since the form calls for a refund, Night Audit will transfer the credit from advance mode into guest ledger, direct bill the credit and attach the Status Change form to the folio. (For tracking purposes, this must all happen on the same day/night that the form is submitted to Accounting by the Reservations Manager. 7. Upon receiving the folio in Accounts Receivable, Accounting will process the actual refund via a check request -- that need only be signed by the Controller, since all pertinent approvals will be on the attached form. 8. Any and all guest correspondence pertaining to advance deposits must be routed through the Reservation Office. Any and all problems or "opportunities" arising from the advance deposit controls and procedures should be brought to the attention of the Accounting Office Management.
MAIL RECEIPTS AND ACCOUNTS RECEIVABLE DEPOSITS FOR GUEST ROOMS VISION: All incoming checks should be logged and restrictively endorsed by an individual not handling cash, receivables or payables. Checks should be directly deposited in drop safe by this individual. Information regarding advance deposits for guest rooms is forwarded to the reservations office. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-49 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 184 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success ADVANCE DEPOSIT LOG Date of Arrival Date of Receipt Guest Name Receiver Signature Confirmation Number PMS Number Form of Payment
MAIL RECEIPTS AND ACCOUNTS RECEIVABLE DEPOSITS FOR GUEST ROOMS VISION: All incoming checks should be logged and restrictively endorsed by an individual not handling cash, receivables or payables. Checks should be directly deposited in drop safe by this individual. Information regarding advance deposits for guest rooms is forwarded to the reservations office. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-49 EFFECTIVE DATE: 3/1/97 DATE REVISED: 3/1/97 Page 185 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success
FRONT DESK AND NIGHT AUDIT CHECKLISTS VISION: TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-50 EFFECTIVE DATE: 6/28/02 DATE REVISED: 6/28/02 Page 186 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success A.M. SHIFT GUIDELINES- SHIFT 1 DO AT THE START OF THE SHIFT ____ Check Bulletin Board for new information ____ F4, 2 – Count Bank and Run a Cashier Shift Report ____ Check that all Wake Up Calls have been answered ____ F6; F8; F9 – Display the House Count to familiarize yourself with the day’s numbers; Availability; Arrivals, Departures ____ F4, 9 – Print Shift Change Reports (Emergency Reports) Guest Ledger Balances Today’s Expected Arrivals Today’s Expected Departures Vacant and Clean Rooms Occupied Rooms Pay In Advance Seven-Day Availability ____ F4, 8, 7, (tab 7 times), Y – Print In-House Guest List (Back Up Phone List) ____ Read & Initial Log Book Guest Comment Cards during Check Out DO AT 12:00 P.M. ____ Verify if any Due Outs, if so politely remind them of check out time ____ F4, 6 – Occupied Rooms Report (Bucket Check) ____ F4, 4, 1, $5 (Enter), Alt + P – Credit Limit Exception Report (CC Authorization Cross Reference)
FRONT DESK AND NIGHT AUDIT CHECKLISTS VISION: TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-50 EFFECTIVE DATE: 6/28/02 DATE REVISED: 6/28/02 Page 187 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success ____ Print CC Batch Report and review all room numbers and authorization amounts. Function – 5 – 1 – 1 ____ F4, 3, (Enter), Alt + P - Pay In Advance Report ____ Cross-reference all Cash Payment rooms and Zero balance rooms to see if payment is needed. ____ F4, 8, 3 – Expected Departure Verification ____ F4, 1, (Tab 2 times), V – View Daily Activity Report ____ Print CC Activity Batch and review credit card totals Function – 5 – 2 – 2 ____ Alt + F1, 5 – Department Audit – if a department does not balance ____ Verify all unoccupied room for Phone Restriction ____ Change Stay over Rates to Weekend Rates on Friday and vice versa on Sunday DO DURING SHIFT ____ Call SIGNATURE to review recent test calls ____ Days Inn Guest Call Log for all Check-Ins ____ Hotel Call Around Sheet ____ Reservation Tracking Forms for all inquiry/booked reservations ____ SVI Video Inventory Log Sheet ____ Clean Front Desk/Vacuum ____ Stock Storage Closet
FRONT DESK AND NIGHT AUDIT CHECKLISTS VISION: TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-50 EFFECTIVE DATE: 6/28/02 DATE REVISED: 6/28/02 Page 188 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success DO AT THE END OF THE SHIFT ____ F4, 2 – Count Bank and do a Cashier Shift Report ____ F6, 7 – Cashier Shift Change – when cash is in balance Do Deposit – Drop in Safe – Record on Deposit Log Record zero drop if no Deposit for shift ____ Alt + F1, 3 – Back Up all Databases ____ Sign off on the Shift Bank Log with other clerk present Date: __________________ Clerk’s Signature:__________________________________
FRONT DESK AND NIGHT AUDIT CHECKLISTS VISION: TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-50 EFFECTIVE DATE: 6/28/02 DATE REVISED: 6/28/02 Page 189 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success PM SHIFT GUIDELINES- SHIFT 2 DO AT THE START OF THE SHIFT ____ Check Bulletin Board for new information ____ F4, 2 – Count Bank and Run a Cashier Shift Report ____ F6; F8; F9 – Display the House Count to familiarize yourself with the day’s numbers; Availability; Arrivals, Departures ____ F4, 9 – Print Shift Change Reports (Emergency Reports) Guest Ledger Balances Today’s Expected Arrivals Today’s Expected Departures Vacant and Clean Rooms Occupied Rooms Pay In Advance Seven-Day Availability ____ F4, 8, 7, (tab 7 times), Y – Print In-House Guest List (Back Up Phone List) ____ F4, 6 – Occupied Rooms Report (Bucket Check) ____ F4, 8, 3 – Expected Departure Verification ____ F4, 3, (Enter), Alt + P - Pay In Advance Report ____ Cross-reference all Cash Payment rooms and Zero balance rooms to see if payment is needed. ____ Read & Initial Log Book DO DURING SHIFT ____ Ask all Check –Ins if they want a Wake Up Call
FRONT DESK AND NIGHT AUDIT CHECKLISTS VISION: TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-50 EFFECTIVE DATE: 6/28/02 DATE REVISED: 6/28/02 Page 190 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success ____ At 4:15 p.m. – Cancel 4PM Holds ____ Call SIGNATURE to review recent test calls ____ Days Inn Guest Call Log for all Check-Ins ____ Hotel Call Around Sheet ____ Reservation Tracking Forms for all inquiry/booked reservations ____ SVI Video Inventory Log Sheet ____ Verify all unoccupied room for Phone Restriction ____ Ensure all Wake Up Calls are entered ____ Clean Front Desk/Vacuum ____ Stock Storage Closet DO AT THE END OF THE SHIFT ____ F4, 2 – Count Bank and do a Cashier Shift Report ____ F6, 7 – Cashier Shift Change – when cash is in balance Do Deposit – Drop in Safe – Record on Deposit Log Record zero drop if no Deposit for shift ____ Alt + F1, 3 – Back Up all Databases ____ Sign off on the Shift Bank Log with other clerk present Date:__________________Clerk’s Signature:__________________________________
FRONT DESK AND NIGHT AUDIT CHECKLISTS VISION: TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-50 EFFECTIVE DATE: 6/28/02 DATE REVISED: 6/28/02 Page 191 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success NIGHT SHIFT/AUDIT GUIDELINES- SHIFT 3 DO AT THE START OF THE SHIFT ____ Check Bulletin Board for new information ____ F4, 2 – Count Bank and Run a Cashier Shift Report ____ F6, 8, F9 – Display the House Count to familiarize yourself with the day’s numbers; Availability; Arrivals, Departures ____ F4, 8, 1 – Check Arrivals - see if any have not arrived ____ Read & Initial Log Book DO NIGHT AUDIT PROCEDURES ____ Ledger Balance for INACTIVE ACCOUNTS: Alt + F1, 6, NNYNNN – Total should be $0.00 ____ ROOM DEPARTMETN POSTING: Alt + F1, 5, RM, (Tab 2 times), V - Check RM Department to see if adjustments or postings have been made; THIS IS TO PREVENT DOUBLE POSTING. ____ BUCKET CHECK AND /ROOM RATE AUDIT FOR MARKET CODE REVENUE: Alt + F1, 1 – YNNNNNN- Print Room Rate Audit(Occupied Room) Report for Groups Code, Rate Code and other Market Codes, and /or Overides Check for invalid or excessive override rates – if a rate code would apply, enter correct code. Adjust codes by - F6, 2 (Room #), 1 (Guest Info), 2 (Change) ____ OCCUPIED ROOMS BY MARKET CODES - ALT + F1, 1 NYNNNNN- This report is used for the MARKET REVENUE REPORT ____ POSTING PHONE ACCESS FEE : F4, 9 –YNNNNNN – GUEST LEDGER BALANCE (GUEST ACCOUNT SUMMARY) REPORT CAN BE USED FOR POSTING. ____ F6, 4, Op, LC (Local Calls) $.75, (Tab 2 times), Phone Access, Y, – Post to all cash paying accounts and accounts in house less than four days
FRONT DESK AND NIGHT AUDIT CHECKLISTS VISION: TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-50 EFFECTIVE DATE: 6/28/02 DATE REVISED: 6/28/02 Page 192 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success ____ POSTING ROOM SAFE WARRANTY FEE: F6, 4, Op, SF (Safe Fee) $1.00, (Tab 2 times), Safe Warranty, Y – Post to all rooms. (Tax will automatically post) ____ HOUSE ACCOUNT ADJUSTMENTS: Alt + F3, 1, 1, House Account #998 – Administrative Calls: 7 (adjust) LD (long distance) – key dollar amount to zero balance on this account. ____ Repeat adjustment House Account #999 Alt + F3, 1, 2– Default Phone Call (if there is a balance) ____ ROOM/TAX POSTING: Alt + F1, 2 – Post Room and Tax ____ NO SHOW POSTING: – When applicable, F4 + 8, 1 (guest arrivals to date) Check guest into a room, manually post (4) NS rate to folio and charge, print guest information and receipt, then check out using standard procedure. ____ Print CC Batch Reports Function - 5 - 1 - 1 – compare to credit authorization F4, 4, 1, $5, Alt + P (verify enough is authorized) Function - 5 – 1- 2 – compare to F4, 1, (Tab 2 times), V, use down arrow to compare credit card charges ____ Credit Card Batch Settlement 9 – 1000 (Password) – transmitting, receiving until complete After printing, scroll right Clear (when Settlement is complete) Attach Yellow copy of Batch Report to back side of the daily revenue report ____ F4, 2 – Count the cash drawer and do a Cashier Shift Report ____ ALT + F1, 4 – Cashier Close-out when cash is in balance Do Deposit – Drop in Safe – Record on Deposit Log
FRONT DESK AND NIGHT AUDIT CHECKLISTS VISION: TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-50 EFFECTIVE DATE: 6/28/02 DATE REVISED: 6/28/02 Page 193 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success ____ FOLIO HISTORY BACKUP: Alt + F5, 5, 5, OP (Password) follow prompt, then Key Function 1 –Capture Today’s Checkouts (follow prompts), then key Function 3 to return to the Property Management System ____ Alt + F1, 3 – Do a Database Backup ____ Alt + F1, 9 – Run a Close of the Day Make sure there is plenty of paper and that it is lined up ____ Alt + F1, 3 – Do a Database Backup ____ F4, 9 – Print Shift Change Reports (Emergency Reports) Guest Ledger Balance Today’s Expected Arrivals Today’s Expected Departures Vacant and Clean Rooms Occupied Rooms Pay in Advance Seven Day Availability ____ F4, 8, 7, (Tab 7 times), Y – Print In House Phone List (Back up Phone List) optional ____ Organize Direct Bill Remove City Ledger Transaction Audit Detail form Audit Paperwork Pull all Direct Bill Folios from audit packet Print additional copy of each Direct Bill folio listed in the Transfer from Guest Ledger section Place Direct Bill paperwork with the Daily Revenue Report
FRONT DESK AND NIGHT AUDIT CHECKLISTS VISION: TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-50 EFFECTIVE DATE: 6/28/02 DATE REVISED: 6/28/02 Page 194 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success SUNDAY NIGHT ONLY ____ ALT F5, 5, 2- Reorganize Guest Database – follow prompts ____ ALT F5, 5, 3 –Reorganize Transaction Database – follow prompts ____ Note: Shutdown all computers except one at the front desk DO DURING SHIFT ____ Guest Comment Cards during Check Out ____ Call SIGNATURE to review recent test calls ____ Days Inn Guest Call Log for all Check-Ins ____ Hotel Call Around Sheet ____ Reservation Tracking Forms for all inquiry/booked reservations ____ SVI Video Inventory Log Sheet ____ Put the daily shift guidelines and other forms together on Clipboard for the next day ____ Clean Front Desk/Vacuum ____ Stock Storage Closet DO AT THE END OF THE SHIFT ____ F4, 2 – Count Bank and do a Cashier Shift Report ____ ALT + F1, 3 – Back Up all Databases ____ Sign off on the Shift Bank Log with other clerk present Date:__________________ Clerk’s Signature:__________________________________
CHECK IN & CHECK OUT STANDARDS VISION: All hotels will utilize the attached checklists as the standard for Check-In / Check-Out in order to insure consistency and improve guest satisfaction. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-51 EFFECTIVE DATE: 6/11/99 DATE REVISED: 6/11/99 Page 195 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success SCOPE: The attached checklists outline specifically, point by point, what is needed for a successful Check In and Check Out process. The training lists are to be utilized for reference for established associates and training for new hires. PROCEDURE: 1. Review Check In and Check Out standards at all Front Office meetings monthly. 2. Post Check In and Check Out standards at the Front Desk. There should be no deviation from these standards, unless approved by Trust or if the Front Office operation is different from all other hotels. 3. These standards tie in to Shopper’s Report format. You should utilize these checklists to improve your Shopper’s scores. 4. Incorporate it into Lobby Lizard S.O.P. Insure Manager On Duty is familiar with standards and observing for compliance.
WELCOME CALLS VISION: Each property must establish specific procedures for welcome calls to arriving guests. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-52 EFFECTIVE DATE: 3/1/97 DATE REVISED: 7/19/99 Page 196 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success SCOPE: Within ten minutes of Check-in, it is the responsibility of the Front Desk Associates/PBX operators to call the guests and assure that everything in the room is working and satisfactory, and offer any assistance as needed. PROCEDURE: Each property should develop a procedure to ensure that the front desk clerks are informing the PBX operators of guest names and room numbers upon arrival. The PBX operators will maintain a log of all welcome calls (see below) with the guest name, room number, and any significant comments. NOTE: If the comments need action (i.e., request for hairdryer, foam pillows or the heater/AC needs to be checked), the request is immediately handled as a Second Effort (see SOP #12). At the completion of each shift, the welcome call sheet is attached to the PM checklist.
WELCOME CALLS VISION: Each property must establish specific procedures for welcome calls to arriving guests. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-52 EFFECTIVE DATE: 3/1/97 DATE REVISED: 7/19/99 Page 197 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success WELCOME CALL SHEET Date:___________________ Shift:___________________ GUEST NAME ROOM NUMBER COMMENTS
FORGET SOMETHING PROGRAM VISION: All hotels are to have in place a Service Recovery Program related to standard toiletry items such as toothbrush, toothpaste, etc. available complimentary at the Front Desk. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-53 EFFECTIVE DATE: 10/99 DATE REVISED: 10/99 Page 198 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success PROCEDURE: 1. Utilizing the attached example as a guide, please insure that you have a plastic stand up sign on the bedstand stating “Forget Something?” (see below) 2. Please insure that you have the appropriate supplies at the Front Desk and that all Front Office and Manager on Duty staff are informed. 3. The supplies are to be kept in Housekeeping on issue to the Front Office daily. If a guess were to call Housekeeping directly, then the Housekeeping staff would deliver the items. 4. Items are to be available on a 24-hour-basis. 5. The signage can be ordered from the Spindle Company, Inc.- 3700 Parkplace Montrose, CA 91020 - (800) 742-5507 - Fax (818) 957-0035. 6. Insure your hotel logo is placed on the new signage.
FORGET SOMETHING PROGRAM VISION: All hotels are to have in place a Service Recovery Program related to standard toiletry items such as toothbrush, toothpaste, etc. available complimentary at the Front Desk. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-53 EFFECTIVE DATE: 10/99 DATE REVISED: 10/99 Page 199 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success (YOUR HOTEL LOGO HERE) “Forget Something?” If you forgot to pack any standard toiletry item (toothbrush, toothpaste, shaving cream, razor or comb), just call the front desk and we will get you a complimentary replacement right away
CODE RED EMERGENCY PROCEDURE GUIDE VISION: Every hotel will have available at the Front Desk or PBX the Code Red Emergency Procedure Guide, which can be accessed quickly in case of a variety of emergencies. It will contain emergency numbers and procedures to expedite the process. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-54 EFFECTIVE DATE: 7/26/01 DATE REVISED: 7/26/01 Page 200 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success PROCEDURE: 1. Order the code red emergency procedure guide from the Spindle Company at 1-800-742-5507. 2. Review your current emergency procedures and isolate emergency situations, i.e., bomb threat, with quick action steps relative to the problem. 3. Determine the management team members and the community members that should be contacted in each emergency situation and have their telephone/cells numbers/address available. 4. Front Desk, PBX, Security and other departments should be involved in this process.