BIS JOB 2 (R).docx

FO SKILLS TRAINING MANUAL JOB 2 **STANDARD OPERATING PROCEDURE** ------------------------ -------------------------------------------------------------------------------------------------- **GOLDEN RULES** **DEPARTMENT:** **Front Of...

FO SKILLS TRAINING MANUAL JOB 2 **STANDARD OPERATING PROCEDURE** ------------------------ -------------------------------------------------------------------------------------------------- **GOLDEN RULES** **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** **To provide guests with basic services that are essential to the result of overall experience** **TIME TO TRAIN:** 30 minutes Why is this task important for you and our guests? Answers: 1.To ensure that list of Golden Rules is always up to date. 2.To ensure that all staff know the basic set up and services that must be provided to guests. 3.To ensure that all staff know the proper etiquette in dealing with guests. +-----------------------+-----------------------+-----------------------+ | | The Golden Rules | Why is it necessary | | | should be placed on | to ensure that the | | | areas that is visible | Golden Rules is | | | to all the concerned | visible to all the | | | staff. It should be | staff? | | | printed, laminated | | | | and placed at the | | | | Back Office | | +-----------------------+-----------------------+-----------------------+ | | Staff should know | How can this boost | | | that the latest | the awareness of the | | | version of the Golden | staff of the Golden | | | Rules. Updated | Rules? | | | | | | | version is in the | | | | Doc. matrix | | +-----------------------+-----------------------+-----------------------+ | | All staff must | What are the | | | undergo training of | advantages of | | | the Golden Rules | training the staff | | | before going to their | about the Golden | | | specific stations. | Rules prior to their | | | | actual duty on their | | | | station? | +-----------------------+-----------------------+-----------------------+ | | General Manager | Why is it important | | | | to know the sections | | | E-commerce & | that has Golden | | | Reservations | Rules? | | | | | | | Accountant | How will this help | | | | you in the future? | | |  Information & | | | | Technology | | | | | | | | Accounts Payable | | | | | | | | Engineering | | | | | | | | Accounts Receivable | | | | | | | | Food & Beverage | | | | Service | | | | | | | |  Kitchen | | | | | | | |  Cost Control | | | | | | | |  Credit Manager | | | | | | | | Outlet Cashier | | | | | | | | Purchasing | | | | | | | | Security | | | | | | | | Receiving | | | | | | | | Handling Babies | | | | | | | | Storekeeper | | | | | | | | Lifeguard -- Pool | | | | Attendant | | | | | | | | Summary Finance | | | | Additional | | | | | | | | Spa & Fitness | | | | | | | | Public Relations | | | | | | | | Human Resources | | +-----------------------+-----------------------+-----------------------+ | | Staff should have | Why is it important | | | their own copy of the | to give every staff | | | Golden Rules. | the copy of the | | | | Golden Rules? | | | Staff should know the | | | | Golden Rules by heart | | +-----------------------+-----------------------+-----------------------+ ------------------------ ----------------------------------------------------------- **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** **To ensure that all calls will be handled efficiently.** **TIME TO TRAIN:** **30 minutes** ------------------------ ----------------------------------------------------------- **Why is this task important for you and our guests?** **Answers**: 1. To know the PABX Console and how it works. 2. To familiarize the PABX Console features. +-----------------------+-----------------------+-----------------------+ | 1\. What is | 3C Agent must know | Why is important to | | Operator's Console? | what is Operator's | know your console | | | Console. | | +-----------------------+-----------------------+-----------------------+ | 2\. What are the | | Identify the | | features of an | | features of the | | Operator's Console? | | Operator's console. | +-----------------------+-----------------------+-----------------------+ | 3\. How to originate | | Enumerate the steps | | a local call? | | on how to originate a | | | | local call? | +-----------------------+-----------------------+-----------------------+ | 4\. How to originate | | What are the | | an outgoing call? | | different access | | | | codes? | | | | | | | | Why is it important | | | | to use these codes | | | | properly? | | | | | | | | What is the | | | | importance of | | | | pressing the "LINE" | | | | button prior to | | | | making a call? | +-----------------------+-----------------------+-----------------------+ | 5\. How to pick up | | | | calls from other | | | | extension line? | | | +-----------------------+-----------------------+-----------------------+ | 6\. How to redial | | What to press to | | last number called? | | redial the last | | | | number called? | +-----------------------+-----------------------+-----------------------+ ------------------------ ------------------------------------------------------------------- **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** To ensure that all messages will deliver correctly and accurately **TIME TO TRAIN:** **20 mins** ------------------------ ------------------------------------------------------------------- Why is this task important for you and our guests? Answers: 1.To be able to receive and process guest messages efficiently 2.To ensure that all messages will be processed correctly and accurately and delivered immediately to the guestroom ---------------------------------------------- ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ----------------------------------------------------------------------------------------- --------------------------------------------------------------------- 1\. When to take messages Guest status must be checked prior to taking a message. Do not take messages for guests who have already checked-out. Guestroom numbers are never to be disclosed. ALWAYS politely apologize and state that: \"It is against the Hotel policy to release guest information.\" Why is it important to check if the guest still in house prior receiving any messages? 2\. How to take guest message All messages that are taken should be read back to the caller to confirm accuracy, and then entered into the computer. Why is it important to do reconfirmation on the messages received? 3\. How to deliver guest message to the room After the message is printed, the Telephone Operator must ensure the message is passed on to the Concierge Desk and indicating a message sign to a guestroom. If the guest is not in the room, what would the bellman do? ---------------------------------------------- ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ----------------------------------------------------------------------------------------- --------------------------------------------------------------------- **STANDARD OPERATING PROCEDURE** ------------------------ -------------------------------------------------------- **HOW TO HANDLE DIFFERENT TYPES OF EMERGENCIES: FIRE** **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** **TIME TO TRAIN:** 30 minutes Why is this task important for you and our guests? Answers: 1.To ensure that all staff know how handle Fire Emergency. +-----------------------+-----------------------+-----------------------+ | 1\. Know the | Code 1: Fire Alarm | Enumerate all three | | different | Raised/ Activation | Fire Alarm Codes | | classification of | | | | Fire | Code 2: Confirmed | | | | Fire/ Actual Fire | | | | | | | | Code 3: Fire Out of | | | | Control/ Full | | | | | | | | Evacuation | | +-----------------------+-----------------------+-----------------------+ | 2\. Code 1 | Silenced the fire | What will happen if | | | alarm by pressing the | we the alarm was not | | | "Alarm Silence" | silenced? | | | Button at the Fire | | | | Alarm Panel | Where to raise the | | | Board. | | | | | How do you lift the | | | Determine the area of | fire alarm? | | | the alarm as | | | | displayed on the | | | | Panel Board. Raise | | | | the alarm through | | | | handheld radio. | | +-----------------------+-----------------------+-----------------------+ +-----------------------+-----------------------+-----------------------+ | | **WHAT TO SAY**: | | | | "Attention all nits! | | | | Attention all units! | | | | Code 1 has been | | | | raised at *LOCATION | | | | OF THE ALARM*" | | +=======================+=======================+=======================+ | | Send text blast to | | | | the Emergency | | | | | | | | Crisis Team | | | | Management | | +-----------------------+-----------------------+-----------------------+ | | IF Fire Alarm is | | | | confirmed false, | | | | announce the lifting | | | | of the Code 1. | | | | | | | | -**WHAT TO SAY**: | | | | "Attention all | | +-----------------------+-----------------------+-----------------------+ | | Press the "SYSTEM | | | | RESET" button at the | | | | Panel Board. | | +-----------------------+-----------------------+-----------------------+ | 3\. Code 2 | Raise Code 1 to Code | | | | 2 thru handheld | | | | radio. | | | | | | | | \- **WHAT TO SAY**: | | | | "Attention all | | | | | | | | units! Attention all | | | | units! Code 1 has | | | | been raised to Code | | | | 2." Send text blast | | | | to the Crisis | | | | Management Team. | | | | | | | | Duty Engineer to | | | | advise if fire is | | | | | | | | controlled and | | | | extinguished; if so, | | | | lift the alarm. | | +-----------------------+-----------------------+-----------------------+ +-----------------------+-----------------------+-----------------------+ | | \- **WHAT TO SAY**: | | | | "Attention all | | +=======================+=======================+=======================+ | | If Fire is | | | | uncontrollable, wait | | | | for the advice of the | | | | duty engineer to call | | | | the BFP; if so, call | | | | the nearest BFP and | | | | record the time of | | | | arrival. | | +-----------------------+-----------------------+-----------------------+ | | Monitor for any | | | | casualties; if so, | | | | wait for the advice | | | | to call the hospital | | | | and ERUF and record | | | | the time of arrival. | | +-----------------------+-----------------------+-----------------------+ | 4\. Code 3 | -Raise Code 2 to Code | | | | 3 thru handheld | | | | radio. | | | | | | | | **-WHAT TO SAY**: | | | | "Attention all | | | | | | | | -Send text blast to | | | | the Crisis Management | | | | Team. | | | | | | | | -Play the | | | | pre-recorded | | | | multi-lingual Fire | | | | Emergency | | | | | | | | Evacuation Advisory | | | | thru the PA System. | | | | | | | | -Log all the | | | | activities and status | | | | monitored thru | | | | handheld radio such | | | | as: | | +-----------------------+-----------------------+-----------------------+ | | -Status of fire | | | | | | | | -Clearing/ evacuation | | | | status | | | | | | | | -Fire Controlled | | +-----------------------+-----------------------+-----------------------+ | | Upon advised, | | | | announce the ALL | | | | CLEAR status thru | | | | handheld radio and | | | | send text blast to | | | | the Crisis Management | | | | Team. | | +-----------------------+-----------------------+-----------------------+ | | Evacuate the area. | | +-----------------------+-----------------------+-----------------------+ ------------------------ ------------------ **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** **TIME TO TRAIN:** 30 minutes ------------------------ ------------------ Why is this task important for you and our guests? Answers: 1.To ensure that all staff can handle efficiently any medical emergencies. +-----------------------+-----------------------+-----------------------+ | 1\. Know the | Code 14: Guest | What is code 14? | | different | injury/ illness | | | classification of | | What is code 15? | | Emergency codes | Code 15: Staff | | | | injury/ illness | What is code 17? | | | | | | | Code 17: Water | What is code 18? | | | Rescue | | | | | What is code 20? | | | Code 18: Vehicular | | | | Accident | | | | | | | | Code 20: Food borne | | | | illness | | +-----------------------+-----------------------+-----------------------+ | 2+. Details needed | Patient's data base: | What details do you | | | | need to procure? | | | - Name | | | | | What will happen if | | | - Male/female | we miss one detail of | | | | the patient? | | | - Adult/infant/todd | | | | ler | | | | | | | | - Nature of | | | | incident | | +-----------------------+-----------------------+-----------------------+ | 3\. Raise the | Raise the correct | | | emergency | emergency code by | | | | sending text blast to | | | | the Crisis Management | | | | Team | | +-----------------------+-----------------------+-----------------------+ | | Monitor the status | | | | of the patient. | | +-----------------------+-----------------------+-----------------------+ | | Wait for the advice | | | | to call | | | | hospital/ERUF. | | +-----------------------+-----------------------+-----------------------+ | | Send text blast to | | | | the Crisis Management | | | | Team for any updates | | | | on the patient's | | | | status. | | +-----------------------+-----------------------+-----------------------+ ------------------------ ------------------ **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** **TIME TO TRAIN:** 30 minutes ------------------------ ------------------ Why is this task important for you and our guests? Answers: 1\. To minimize guest's inconvenience and adverse hospitality effect and to protect the resort property. 2.To be able to communicate clearly to the employees and the guests 3.To save lives. +-----------------------+-----------------------+-----------------------+ | 1\. Define of a bomb | As a Cardinal Rule- | | | threat | ALL BOMB | | | | | | | | THREATS MUST BE | | | | CONSIDERED | | | | | | | | REAL, and necessary | | | | actions and | | | | precautions should be | | | | taken immediately by | | | | the concerned | | | | parties. | | +-----------------------+-----------------------+-----------------------+ | 2\. Know the | Code 4: Bomb Threat | What is Code 4? | | Emergency Code for | | | | Bomb Threat | | | +-----------------------+-----------------------+-----------------------+ | 3\. Details needed | Remain calm. Keep the | Why is it important | | (obtain as much | caller talking and | to stay calm? | | detail as possible | ask the following | | | about the bomb). | question. Be | What tool do you use | | | courteous. | when talking with the | | | | caller? | | | Where is the bomb? | | | | | | | | What time will it go | | | | off? | | | | | | | | What does it look | | | | like? | | | | | | | | What type of | | | | explosive is it? | | | | | | | | Why did you plant | | | | the bomb? | | | | | | | | What is the reason | | | | for calling or making | | | | the threat? | | | | | | | | Use the bomb threat | | | | checklist as guide | | | | when talking to the | | | | caller. | | +-----------------------+-----------------------+-----------------------+ +-----------------------+-----------------------+-----------------------+ | | | | +-----------------------+-----------------------+-----------------------+ | 4\. Raise the alarm | Immediately notify | | | | the following | | | | individuals: | | +-----------------------+-----------------------+-----------------------+ | | | | +-----------------------+-----------------------+-----------------------+ | | | | +-----------------------+-----------------------+-----------------------+ | | Announce the alarm | | | | thru handheld radio. | | | | | | | | \- **WHAT TO SAY**: | | | | "Attention all | | +-----------------------+-----------------------+-----------------------+ | | Send text blast to | | | | the Crisis Management | | | | Team. | | +-----------------------+-----------------------+-----------------------+ | 5\. Monitor the | Log all relevant | | | status | activities monitored. | | +-----------------------+-----------------------+-----------------------+ ------------------------ ----------------------------------------------------------------------- **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** **To deliver requests promptly with high quality service standards.** **TIME TO TRAIN:** **20min** ------------------------ ----------------------------------------------------------------------- Why is this task important for you and our guests? Answers: 1.To make sure that all requested wakeup call or do not disturb will be serve to the guests. 2.It is important to be attentive in getting the requests of the guest. +-----------------+-----------------+-----------------+-----------------+ | 1\. Details | Wakeup call | Why do we need | | | needed | control sheet | to prepare the | | | | (for Telephone | things needed | | | | Operator) | if guest would | | | | | like to have a | | | | HMS | wakeup call or | | | | | DND? | | | | Console/ | | | | | switchboard/Tel | | | | | ephone | | | | | Unit | | | | | | | | | | Pen | | | | | | | | | | Alarm clock | | | | | (for telephone | | | | | operator) | | | +-----------------+-----------------+-----------------+-----------------+ | 2.Answer the | Telephone calls | Why is it | | | call | should be | important to | | | | answered in 3 | answer calls | | | | rings. | immediately? | | | | | | | | | Tone of voice | What should be | | | | should be | the tone of | | | | friendly. | voice when | | | | | answering | | | | Standard | calls? | | | | phraseology in | | | | | answering | Why do we need | | | | calls. | a standard | | | | | phraseology in | | | | | answering | | | | | calls? | | +-----------------+-----------------+-----------------+-----------------+ | 3\. Get the | Details of the | Why is it | | | details | caller | important to | | | Wakeup call | | get all the | | | request | Room number | pertinent | | | | | details of the | | | | Name of the | guest? | | | | guest | | | | | | | | | | Time of wakeup | | | | | call | | | | | | | | | | Follow up | | | | | wakeup call | | | +-----------------+-----------------+-----------------+-----------------+ | 4\. Get the | Details of the | Why is it | | | details Do | caller | important to | | | not disturb | | get all the | | | request | Room number | pertinent | | | | | details of the | | | | Name of the | guest? | | | | guest | | | | | | | | | | Details of the | | | | | time for DND | | | | | (validity) | | | | | Exemption of | | | | | DND | | | +-----------------+-----------------+-----------------+-----------------+ | 5\. Verify or | All information | | Will it make | | Review | given by guest | | any difference | | details | must be | | if we verify or | | | repeated for | | review the | | | confirmation. | | details? | +-----------------+-----------------+-----------------+-----------------+ | 6\. Log the | Room number | | Why do we need | | request | written must be | | to log the | | | clear | | request of the | | | | | guest? | | | Alarm must be | | | | | set after the | | | | | conversation | | | | | with the guest. | | | +-----------------+-----------------+-----------------+-----------------+ | 7\. Thank the | Thanked the | | Why is it | | guest | guest for | | important to | | | calling the | | check for any | | | hotel. | | more assistance | | | | | before you hang | | | Ask for any | | up the phone? | | | more | | | | | assistance. | | | | | | | | | | Wait for the | | | | | caller to hang | | | | | up the phone. | | | +-----------------+-----------------+-----------------+-----------------+ -------------------- --------------------------------------------------------------------- HOW TO ANSWER INTERNAL /EXTERNAL CALLS DEPARTMENT: Front Office DATE ISSUED: GUEST EXPECTATION: **Guest expects to be answered in accordance to Crimson Standards** TIME TO TRAIN: 30 minutes -------------------- --------------------------------------------------------------------- **Why is this task important for you and our guests?** **Answers:** 1. Guest expects to be answered right away and be treated & accommodated well. 2. This is important because we are representing Crimson Resort & Spa thus we need to create and put up the best impression to the callers. +-----------------------+-----------------------+-----------------------+ | **1. Answer within 3 | To be able to answer | | | rings** | the call within 3 | | | | rings | | +=======================+=======================+=======================+ | **2. G.I.S.T | *"Greatmorning! | | | (Internal Calls)** | Crimson Care Center, | | | | this is Mary, how may | | | - **Identify** | I be of service?"* | | | | When appropriate, | | | - **Service /Offer | apologize for keeping | | | Assistance** | the caller waiting. | | | | | | | | Use a moderate tone | | | | of voice; speak | | | | slowly and clearly. | | | | | | | | Exude warmth, | | | | friendliness and | | | | professionalism. | | | | | | | | Give your full | | | | attention to the | | | | caller. | | | | | | | | Recognize the voice | | | | of callers and use | | | | their names. | | | | | | | | Know to whom you are | | | | talking to and how to | | | | spell his or her | | | | names. | | | | | | | | Take down the | | | | complete information, | | | | repeat it back to the | | | | caller to ensure | | | | accuracy. | | +-----------------------+-----------------------+-----------------------+ | **4. G.I.S.T | *"It's a Great | What is the standard | | (External Calls)** | morning! at the | Crimson spiel in | | | Crimson Resort and | answering internal | | - **Greet the | Spa how may I be of | calls? | | caller,** | service?"* | | | | | Why is it important | | - **Identify** | Use a moderate tone | to do reconfirmation? | | | of voice; speak | | | **Service /Offer | slowly and clearly. | Why is it important | | Assistance** | | to have a good voice | | | Exude warmth, | modulation? | | | friendliness and | | | | professionalism. | | | | | | | | Give your full | | | | attention to the | | | | caller. | | | | | | | | Recognize the voice | | | | of callers and use | | | | their names. | | | | | | | | Know to whom you are | | | | talking to and how to | | | | spell his or her | | | | names. | | | | | | | | Take down the | | | | complete information, | | | | repeat it back to the | | | | caller to ensure | | | | accuracy. | | +-----------------------+-----------------------+-----------------------+ | **5. Thank the caller | End the conversation | | | for Internal and | by thanking the | | | External calls** | caller for the | | | | business or | | | | information. Let the | | | | caller hang up the | | | | phone first. | | +-----------------------+-----------------------+-----------------------+ ------------------------ ------------------ **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** **TIME TO TRAIN:** 25 minutes ------------------------ ------------------ Why is this task important for you and our guests? Answers: 1.To ensure all staff knows the ----------------------- -- ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ----------------------------------------------------------------- When a call rings back to the console after a "no answer", the Crimson Care Center apologizes for the "no answer "and should always offer alternatives toastiest the guest: Why do we need to apologize and offer option to the caller? Offer to take message *"I am very sorry but no one is answering the line, would you like to leave* message *instead?"* Why is it important to offer further assistance to the caller? "*I shall try another extension. Is there something else that I can* ----------------------- -- ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ----------------------------------------------------------------- ------------------------ -------------------------------------------------------------------------------------------------------------------------------------- **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** **To provide a warm welcome to newly checked in guests, and demonstrate our high level of attentiveness, courtesy and helpfulness.** **TIME TO TRAIN:** 25 minutes ------------------------ -------------------------------------------------------------------------------------------------------------------------------------- Why is this task important for you and our guests? 1\. To make sure that all newly checked in guest's level of satisfaction with the hotel's facilities, services and over-all staying experience 2\. To ensure a quick corrective action and recovery and to offer additional assistance. +-----------------------+-----------------------+-----------------------+ | 1\. Call the guest | Calltheguestwithin15m | Why is it important | | | inutesafterchec | to make courtesy call | | | k-in. | within 15mins, after | | | | the guest checked in. | | | Greet the guest using | | | | G.I.S.T. | | | | | | | | Ask the guest if | | | | their accommodations | | | | are satisfactory. | | +-----------------------+-----------------------+-----------------------+ | 2\. Respond | If the guest has no | What is the | | courteously | problem or | importance of doing | | | | courtesy calls? | | | complaint, say: \"I | | | | am pleased to hear | | | | that you have settled | | | | in. Please let us | | | | know if we can be of | | | | service during your | | | | stay.\" | | +-----------------------+-----------------------+-----------------------+ | 3.. Log the courtesy | Make sure to log all | Why is it important | | call in the Courtesy | guest concerns to | to have specific | | Call Logbook. | courtesy call | logbook for all | | | logbook. | courtesy calls? | | | | | | | Make sure to deliver | | | | any guest request and | | | | do follow ups. | | +-----------------------+-----------------------+-----------------------+ ------------------------ ------------------------------------------------------------------------- **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** **Business calls both for staff and guest will be handled skillfully.** **TIME TO TRAIN:** 25 minutes ------------------------ ------------------------------------------------------------------------- +-----------------+-----------------+-----------------+-----------------+ | 2\. Know the | Staff must be | What is a | | | different | able to know | local call? | | | types of | and | | | | business | differentiate | What is a NDD | | | calls. | the types of | call? | | | | calls. | | | | | | What is an IDD | | | | | call? | | +-----------------+-----------------+-----------------+-----------------+ | 3\. Know the | Caller's name | Is it | | | details | | necessary to | | | needed | Department | procure these | | | | | details? | | | | Extension line | | | | | used | Why? | | | | | | | | | Details of the | | | | | Call | | | | | | | | | | Name of the | | | | | person being | | | | | called | | | | | | | | | | -Contact number | | | | | -Company | | | | | | | | | | -Time Called | | | | | | | | | | -Date Called | | | | | | | | | | -Purpose of | | | | | Call | | | +-----------------+-----------------+-----------------+-----------------+ | 4\. Connect | Lift the | | | | the call | handset, | | | | | receive dial | | | | | tone. | | | | | | | | | | Press the | | | | | **"LINE"** | | | | | button. | | | | | | | | | | Then dial | | | | | access code. | | | +-----------------+-----------------+-----------------+-----------------+ | 5\. File the | Completely fill | | How to fill up | | Call Slips | up the call | | the call slip | | | slip form with | | form. | | | all the details | | | | | procured | | Where to | | | Forward all | | forward the | | | call slips to | | completely | | | Finance for | | filled up call | | | proper | | slip form. | | | charging. | | | +-----------------+-----------------+-----------------+-----------------+ **STANDARD OPERATING PROCEDURE** ------------------------------------------- ------------------------------------------------------------------------------------------------------- **HOW TO HANDLE LUGGAGE STORAGE REQUEST** **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** **To ensure that all guest luggage stored at the storage room must be handled and secured properly.** **TIME TO TRAIN:** 30 minutes Why is this task important for you and our guests? 1.To ensure that the staff follows the right procedures in handling luggage storage. 2.To make sure that luggage must be handled properly and stored. 3.Strictly observes established procedures on storage of guest's luggage.. +-------------+-------------+-------------+-------------+-------------+ | Determine | Ask the | Why do you | | | | the type of | guest how | need | | | | storage | long they | determine | | | | | want their | the type | | | | Short Term | luggage/s | luggage | | | | | to be kept | storage? | | | | Long Term | or what | | | | | | time they | | | | | | would leave | | | | | | the resort | | | | +-------------+-------------+-------------+-------------+-------------+ | | For Short | Detach the | | Could the | | | Term | departure | | guest store | | | | portion of | | their | | | | the luggage | | luggage/s | | | | tag and | | at the | | | | hand over | | concierge | | | | to guest | | and leave | | | | Carefully | | the resort? | | | | store the | | | | | | luggage/s | | | | | | and | | | | | | segregate | | | | | | from other | | | | | | luggage/s | | | +-------------+-------------+-------------+-------------+-------------+ | | Long Term | Provide | | How long | | | | long | | could a | | | | storage | | luggage | | | | tag/s for | | kept for | | | | each | | long | | | | luggage to | | storage be | | | | be stored | | stored? | | | | | | | | | | Inform | | | | | | guest that | | | | | | perishable | | | | | | items and | | | | | | high value | | | | | | items are | | | | | | highly | | | | | | discouraged | | | | | | to be | | | | | | stored | | | | | | | | | | | | Fill out | | | | | | the | | | | | | necessary | | | | | | details in | | | | | | the luggage | | | | | | tag (i.e. | | | | | | room | | | | | | number, | | | | | | name of | | | | | | guest, date | | | | | | stored, | | | | | | name of | | | | | | staff) Fill | | | | | | out the | | | | | | storage | | | | | | logbook and | | | | | | get guest | | | | | | details | | | | | | (mobile/pho | | | | | | ne | | | | | | number and | | | | | | email | | | | | | address | | | +-------------+-------------+-------------+-------------+-------------+ ------------------------ ------------------------------------------------------------ **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** To be able to provide guests storage for perishable items. **TIME TO TRAIN:** 25 minutes ------------------------ ------------------------------------------------------------ -------------------------------------------------------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------ Identify the perishable item to be stored Ask guest what item they want to store Are we allowed to store all kinds of perishable items? Know the storage requirement of the item/s to be stored Ask guest if the item needs to be stored at room temperature, chilled or frozen Are we allowed to store fresh meat or raw foods at the main kitchen chiller or freezer? Properly tag the item and put details at the logbook (name and room number of guest, Item stored, place of storage, date to be claimed, name of staff) Place a tag on the item and place it to the designated area (perishable items) or endorse to specific area where the storage requirement would be met How long is the storage period for perishable items? -------------------------------------------------------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------ ------------------------ -------------------------------------------------------------------------------------------------------------- **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** To provide guidelines and standard procedures for on how to handle groups that will check-in simultaneously. **TIME TO TRAIN:** 25 minutes ------------------------ -------------------------------------------------------------------------------------------------------------- Why is this task important for you and our guests? 1.Be able to know how to handle Luggage for Group check in 2.Be able to know where to store luggage for group check in +-----------------+-----------------+-----------------+-----------------+ | Unload the | Inform the | | | | luggage from | guest or tour | | | | the vehicle/bus | guide to | | | | and load unto | proceed to | | | | the luggage | check in venue | | | | trolley | | | | +=================+=================+=================+=================+ | Temporarily | Locate an area | Does the guest | | | stored the | for the group | need to pick | | | luggage | check in | and carry their | | | | luggage before | luggage upon | | | at concierge or | the group | resort arrival? | | | designated area | arrives at the | | | | | resort | | | | | | | | | | Place a station | | | | | pole to their | | | | | luggage for | | | | | easy monitoring | | | +-----------------+-----------------+-----------------+-----------------+ | Properly tag | Count all | | Do we need to | | each luggage | luggage and | | ask the guest's | | | inform the team | | luggage tags | | | leader of the | | upon delivery | | | group or the | | to the room? | | | tour guide All | | | | | luggage must be | | | | | tag and gave | | | | | the luggage tag | | | | | to the team | | | | | leader and tour | | | | | guide | | | +-----------------+-----------------+-----------------+-----------------+ ------------------------ --------------------------------------------------------------------------------- **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** To provide guidelines and standard procedures for the delivery of guest luggage **TIME TO TRAIN:** 25 minutes ------------------------ --------------------------------------------------------------------------------- Why is this task important for you and our guests? 1. To ensure luggage delivery must be in the right room / guest +-------------+-------------+-------------+-------------+-------------+ | | | **TRAINING | | | | | | QUESTIONS** | | | +=============+=============+=============+=============+=============+ | 1\. Put | Give the | Can the | | | | the | "check-in" | guest leave | | | | assign | luggage tag | their | | | | room | portion to | luggage | | | | number/name | the guest. | even | | | | of guest | | without an | | | | on | | assigned | | | | | | room no | | | | their | | yet? | | | | luggage tag | | | | | +-------------+-------------+-------------+-------------+-------------+ | 2\. Take a | | Luggage | | and we | | golf cart | | delivery | | deliver the | | to | | must be | | guest | | deliver | | send | | luggage to | | the said | | immediately | | the room | | luggage | | to their | | without the | | | | respective | | guest's | | | | room/s upon | | presence? | | | | receiving | | | | | | luggage | | | | | | | | | | | | tags with | | | | | | the | | | | | | correspondi | | | | | | ng | | | | | | room no | | | | | | from the | | | | | | guest. | | | +-------------+-------------+-------------+-------------+-------------+ | 3\. Knock | | Once guest | | Why do we | | 3 times | | open the | | need to let | | the door | | door, | | the guest | | before | | "greet the | | acknowledge | | opening | | guest and | | their | | the guest | | confirm the | | luggage? | | room | | registered | | | | | | name | | | | | | written in | | | | | | the luggage | | | | | | tag, the | | | | | | room no. | | | | | | and actual | | | | | | no. of | | | | | | luggage. | | | +-------------+-------------+-------------+-------------+-------------+ ------------------------ ---------------------------------------------------------------------------------------------------- **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** Airline Check-in is part of our service strategy to take away any possible hassle from our guests. **TIME TO TRAIN:** 25 minutes ------------------------ ---------------------------------------------------------------------------------------------------- Why is this task important for you and our guests? 1. To ensure luggage delivery must be in the right room / guest +-----------------+-----------------+-----------------+-----------------+ | | Gather Complete | Secure any | Why is it | | | name and flight | valid I.D's and | important to | | | details of the | itinerary | obtain the | | | passenger | ticket from the | actual copy of | | | | guest | guest's | | | | | itinerary? | +-----------------+-----------------+-----------------+-----------------+ | | Ask passenger | Ask passenger | | | | the number of | if luggage | | | | luggage to be | needs special | | | | check in | handling or any | | | | | breakable items | | | | | inside | | +-----------------+-----------------+-----------------+-----------------+ | | Ask the | Ask passenger | Why do we need | | | passenger if | if they want to | to confirm any | | | they have | have a | add on | | | preferred seats | preferred | preference to | | | | setting | guest's. | | | | arrangements. | | | | | Make | | | | | | | | | | sure to confirm | | | | | any additional | | | | | charges. | | +-----------------+-----------------+-----------------+-----------------+ ------------------------ ------------------------------------- **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** Hassle free airline ticket concerns **TIME TO TRAIN:** 25 minutes ------------------------ ------------------------------------- -------------------------------------------------------------- ------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------- Ask the guest their concern regarding their flight itinerary Know what the guest needs to do with their flight itinerary What are the common airline ticket errands and inquiries? Get preferred details and flight itinerary Gather complete information and details of preferred flight What are the vital information's that needs to be gathered? Proceed with the process Airport Rep to purchase the ticket Are we allowed to process errands with fees using (cash payments) credit cards without the card holder? -------------------------------------------------------------- ------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------- ------------------------ -------------------------------------------------- **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** Vehicles booked in advance are readily available **TIME TO TRAIN:** 25 minutes ------------------------ -------------------------------------------------- Why is this task important for you and our guests? 1. To provide high quality transportation for guest satisfaction and convenience --------------------------------------------------- --------------------------------------------------------------------- --------------------------------------------------- ------------------------------------------------------------------------------- Ask guest what kind of transportation they needed Verify guest if they need meter taxi or hotel transportation Can we book meter taxi in advance? Ask guest their preferred destination Know the specific address or location of the place they want to go Can we arrange transportation outside Cebu City? Mode of payment Cash or Room Charge for Hotel Cars Cash basis only for Meter Taxi Do we allow guest to settle the hotel transportation charges by credit card? --------------------------------------------------- --------------------------------------------------------------------- --------------------------------------------------- ------------------------------------------------------------------------------- ------------------------ ------------------ **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** **TIME TO TRAIN:** 25 minutes ------------------------ ------------------ --------------------------------------------------------------------------------------------------------------- -------------------------------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------- ----------------------------------------------- Identify the transaction if its cash or room charge Ask the guest their preferred settlement of the bill Can guest pay in dollars or other currency aside from Phil peso? Completely fill out the required field in the trip ticket Indicate the name, amount, room number, date of availability. destination, mode of payment Explain to the guest the transaction written in the trip ticket and ask the guest to sign for acknowledgement Make sure guest signature is present signifying their agreement of the transaction. (Either of the registered guests can sign) Are sharers allowed to sign the trip ticket? --------------------------------------------------------------------------------------------------------------- -------------------------------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------- ----------------------------------------------- ------------------------ ---------------------------------------------------------------------------------------------------- **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** Guest expects that all vehicles will be properly secured by the concierge staff once it is parked. **TIME TO TRAIN:** 25 minutes ------------------------ ---------------------------------------------------------------------------------------------------- Why is this task important for you and our guests? 1.To make sure that all staff observed the right procedures in performing valet parking. 2.To Assure guests that all vehicles are secured and parked with utmost care +-----------------------+-----------------------+-----------------------+ | 1\. Receiving | 1.Raise a Parking | Why is it important | | | Valet stub. | to raise a parking | | | | valet stub? | | | 2.Tear off the bottom | | | | portion of the stub | Why is it important | | | and hand over to the | to perform vehicle | | | guest. Inform the | checklist prior | | | guest that the stub | receiving for valet | | | must be presented | parking? | | | upon claiming the | | | | vehicle. | | | | | | | | 3.Check the car | | | | thoroughly for any | | | | existing | | | | dents/scratches, | | | | paint damage, missing | | | | hubcaps, emblems, or | | | | antenna, a crack in | | | | the windshield, | | | | broken side mirror, | | | | etc. Do the checking | | | | in clockwise motion? | | | | | | | | 4\. Indicate any | | | | damage on the | | | | portion of the | | | | ticket that is | | | | retained and ask | | | | the lobby entrance | | | | security staff to | | | | countersign on the | | | | findings. | | | | | | | | 5\. Drive the | | | | vehicle - with care | | | | - to the designated | | | | valet parking area | | | | for parking. | | | | resort's speed | | | | limit should be | | | | strictly observed. | | | | | | | | 6\. Park vehicle | | | | rear end first and | | | | ensure to set | | | | parking brake | | | | firmly. Car seat | | | | should be in | | | | original position. | | | | | | | | 7\. Ensure that the | | | | vehicle is securely | | | | locked before | | | | leaving. | | | | | | | | 8\. Tag the | | | | remaining part of | | | | the stub unto the | | | | vehicle key. | | | | | | | | 9\. Store the key in | | | | the designated | | | | secured cabinet at | | | | the Concierge | | | | counter. | | | | | | | | 10\. Log in the | | | | Valet Logbook | | | | filling in the | | | | details as | | | | required. | | +-----------------------+-----------------------+-----------------------+ +-----------------------+-----------------------+-----------------------+ | 3\. Retrieving | 1\. Upon | Why is it important | | | presentation of the | to ask claim stub? | | | valet claim stub, | | | | retrieve the key | Why is it important | | | from the secured | to let the guest | | | drawer. Ensure that | check the vehicle | | | the correct keys | upon retrieval? | | | are retrieved by | | | | comparing the | | | | serial numbers -- | | | | they should bear | | | | the same serial | | | | number. | | | | | | | | 2\. Proceed to | | | | retrieve the car | | | | from the parking | | | | area and drive to | | | | the lobby driveway | | | | where the guest is | | | | waiting. | | | | | | | | 3\. Invite the guest | | | | to check the car | | | | for any damage | | | | and/or inform the | | | | guest of the damage | | | | recorded upon | | | | receipt of the | | | | vehicle. | | | | | | | | 4\. As soon as guest | | | | is seated in the | | | | car, say "Have a | | | | safe trip." Or say | | | | "Have a nice day." | | | | | | | | 5\. Close the entry | | | | in the Valet | | | | logbook. | | +-----------------------+-----------------------+-----------------------+ ------------------------ ------------------------------------------------------ **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** To be able to give accurate information to the guest **TIME TO TRAIN:** 25 minutes ------------------------ ------------------------------------------------------ Why is this task important for you and our guests? 1. Knowledgeable in giving information in nearby establishment and landmarks +-----------------------+-----------------------+-----------------------+ | Know the exact | Providing the | What is complete | | location of the | complete address of | address of the | | property | the property | resort? | +-----------------------+-----------------------+-----------------------+ | Familiarize the | Giving the name and | What are those | | nearby establishments | the location of the | landmarks that will | | and landmarks | nearby landmarks | help the guest in | | | | locating the resort? | | | Knowing the nearby | | | | reputable | Can you name some | | | establishments. Like | nearby reputable | | | Spa, Restaurant etc. | restaurants? | +-----------------------+-----------------------+-----------------------+ | Providing an option | Asking the guest | What are those | | to the guest on the | origin. | transportation | | way resort. | | options that the | | | | guest can take? | +-----------------------+-----------------------+-----------------------+ ------------------------ ----------------------------------------------- **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** Able to arrange guest transportation and tour **TIME TO TRAIN:** 25 minutes ------------------------ ----------------------------------------------- Why is this task important for you and our guests? 1. It is important because it will help us in increasing our revenue and it will help to make a memorable stay for our guests. ------------------------ ---------------------------------------------------------- **DEPARTMENT:** **Front Office** **DATE ISSUED:** **GUEST EXPECTATION:** Efficient and seamless arrival and departure experience. **TIME TO TRAIN:** **120 minutes** ------------------------ ---------------------------------------------------------- +-----------------+-----------------+-----------------+-----------------+ | | | **List View** | Why is it | | | | -- List of all | important to | | | | records on a | know the HMS | | | | certain | Terminologies? | | | | | | | | | menu of the | | | | | function | | | | | | | | | | **Split View** | | | | | -- Combination | | | | | of split and | | | | | record view | | | | | | | | | | **Record View** | | | | | -- Full screen | | | | | view of the | | | | | record | | | | | highlighted | | | | | | | | | | **Block** -- | | | | | Cluster of | | | | | fields | | | | | pertaining to | | | | | similar | | | | | function | | | | | | | | | | **Tab** -- | | | | | Screen intended | | | | | to a specific | | | | | function | | | | | | | | | | **Pop-up | | | | | Screen** -- | | | | | Extra screen | | | | | that is not | | | | | included on a | | | | | default record | | | | | view. | | | | | Supplementary | | | | | to the record | | | | | view | | | | | | | | | | **Line** -- | | | | | Unique record | | | | | identifier of | | | | | charge | | | | | | | | | | or charged on a | | | | | folio. | | +-----------------+-----------------+-----------------+-----------------+ - Why is necessary to completely fill up the mandatory field? - Site some details that we need to procure in making reservation? +-----------------------+-----------------------+-----------------------+ | |  | | +-----------------------+-----------------------+-----------------------+  **Departure Date** **Arrival date** **Adult Count** **Children Count** **Association** **Primary Booking Agency** -- Travel agency that its primary business is related to travel. **Organization** -- Companies or nonprofit organization that has an active account with the hotel. **Rate Plan** -- Applicable rate matrix to the association. **Ignore All Restriction** -- Overriding of restrictions such as: Overbooking, Rate unavailability **Confidential Rate** -- Rate does not appear for guest viewing **Meal plan** -- Attached to the rate plan selected. Report is generated for each meal period. **Promotion** -- Discount Scheme applied to the stay **Foreign Currency Deposit** -- Applied to all guest whose incidental charges are to be paid by another **Guest Currency** - Applied if the guest needs to print all bills on selected currency **Requote Rate** -- Return rate value to the predefined rate on the rate plan +-----------------------+-----------------------+-----------------------+ | | **Caller** -- User | Can the user specify | | | can specify name of | the name of the | | | the caller who made | caller who made the | | | the booking on behalf | booking? | | | of the staying guest. | | | | | What field specifies | | | \- This field | information that | | | specifies information | points directly to | | | that points directly | the guest? | | | to the guest and not | | | | the reservation | Do the notes field | | | | directly pertain to | | | | the reservation | | | | itself? | +-----------------------+-----------------------+-----------------------+ +-----------------------+-----------------------+-----------------------+ | 5\. Room Blocking | **Room Type** -- | What | | | type guest is staying | field do you used for | | | in. This does not | upsell or upgrade? | | | necessarily mean that | | | | this is the room type | This is the | | | that the guest is | mandatory field once | | | paying for. \*this i