01 Company Introduction & Mission Statement 02 Benefits Of Training 03 Objectives Of Standards 04 Ethics 05 Achievement Reviews 06 Personal Hygiene 07 Personal Grooming 08 Prevention Of Accidents – First Aid 09 Do’s & Don’ts 11 Preparing Staff Roster
01 Social Skill 02 Activities Prior To Starting Shift 03 Preparing For And Taking Over Shift 04 Closing Shift 05 Conducting Briefings 06 Finding A Clean Room In Fidelio 07 Procedure For Cutting Keys 08 Preparing Welcome Packs And Cards 09 Preparing For Individual Arrival 10 Preparing For Group Arrival 11 Using The Trace Report 12 Inserting A Trace For A Guest Not Having Arrived
3. Commercial Experience 3. 3. 3. 3. 3.
01 Client Visit To Hotel 02 Telephone Enquiry 03 Follow Up A Sales Call 04 Sales Call Visit 05 Closing A Deal
4. Reservation Experience 4. 01 Guest Call The Hotel 4. 02 Accommodation Request 4. 03 Sold Out Status 4. 04 All Agents Involved 5. Arrival Experience 5. 01 Air Transfer 5. 02 In Front of the Hotel 5. 03 Welcoming The Guest / Entering The Hotel 5. 04 Registration/Check In At The Desk 5. 05 Registering Guests 5. 06 Registration Procedures 5. 07 Group Check In 5. 08 Method Of Payment At Check In
5. 09 Billing Instruction During Check In 5. 10 Room Type Not Available 5. 11 Room Not Ready 5. 12 Turn Away Guest 5. 13 Full Guest Room Situation 5. 14 Public Area First Impression 5. 15 The Concierge Desk / Service 5. 16 Personal Assistant 5. 17 The Corridor First Impression 5. 18 The Room First Impression 5. 19 No Show Policy 5. 20 Frequent Flyer Guest 6. In House System 6. 01 Entering A Message In Fidelio 6. 02 Routing Instructions In Fidelio 6. 03 Checking For Guest Messages 6. 04 Rate Change, Rate Increase 6. 05 Posting During Guest Stay 6. 06 Handling Multiple Accounts 6. 07 Transferring Charges From Room To Room 6, 08 Corrections And Adjustments In Fidelio 6. 09 Room Change 6. 10 Room Discrepancy Report 6. 11 Paid Outs 6. 12 Foreign 6. 13 Key Control Numbers 6. 14 Open Guest Room 7. In Room Experience 7. 01 During The Stay 7. 02 Laundry Service Order 7. 03 Laundry Service Collection 7. 04 Shoe Cleaning / Polishing 7. 05 Handling Special Request 7. 06 In Room Mini Bar 7. 07 Mini Bar Posting 7. 08 Long Staying Guest Program 7. 09 Guest Complaint 7. 10 Do Not Disturb Room 7. 11 Guest Room Inspection 7. 12 Room Change Without Guest Presence 7. 13 Double Lock Room 7. 14 House Use Guest Room 7. 15 Slept Out Room 7. 16 Cashiers Remittance Procedure 7. 17 Unclaimed Cash Deposit 7. 18 Cashier Shortage & Overage 7. 19 Cash Paid Out 7. 20 00 – 001 Rooms
8. Special Need Experience 8. 01 Paid Outs 8. 02 Foreign Currency Exchange 8. 03 Soiled Clothing 8. 04 Prevent Skippers 8. 05 Force Open Deposit Box 8. 06 Special Request 8. 07 Lost & Found 9. Communication Experience 9. 01 Communication Signage 9. 02 Message & Fax 9. 03 Communication Paging 9. 04 Communication Voice Mail 9. 05 Communication Switch Board 9. 06 Wake Up Call 9. 10 Guest Receiving Visitors 10. Recreation Experience & Business 10. 01 Business Centre Availability 10. 02 Interaction With Guest 10. 03 Swimming Pool 10. 04 Health & Fitness 10. 05 Booking Of Activities 11. Departure Experience 11. 01 Transport / Luggage 11. 02 Luggage Handling 11. 03 Check Out At The Reception Desk 11. 04 Express Check Out 11. 05 Cash Policy 11. 06 Check Out Cash Payment 11. 07 Check Out Late, Due Out 11. 08 Check Out Refund 11. 09 Check Out Credit Card 11. 10 Check Out City Ledger 11. 11 Mini Bar\Posting 11. 12 Farewell 12. Guest Relation 12. 01 Grooming 12. 02 Airline Ticket Reconfirmation 12. 03 Airline Ticket Booking & Rerouting 12. 04 Secretarial Service At Business Centre 12. 05 Welcoming Guest On Arrival 12. 06 Tour Bookings 12. 07 Golf Booking 12. 08 Checking Rooms Prior To Arrival 12. 09 Taking Messages 12. 10 Lost Luggage Complaint
13. Concierge 13. 01 Preparing For Shift 13. 02 Corridor First Impression 13. 03 Picking Up And Greeting Guest 13. 04 Service 13. 05 Cleanliness At Hotel Entrance 13. 06 Guest Arrival At The Hotel 13. 07 Luggage Handling – Delivery On Arrival 13. 08 Valet Parking Procedure 13. 09 Left Luggage Procedures 13. 10 Ambassador, Personal Assistant 13. 11 Follow-up Wake Up Call 13. 12 Paging Guests 13. 13 Delivering Messages & Faxes To The Room 13. 14 Maintenance Cars & Buses 13. 15 Departure, Transport & Luggage 13. 16 Luggage Handling On Departure 13. 17 Driving Guests To The Airport 14. Telephone Operator 14. 01 Handling Outgoing Calls 14. 02 Activities Prior To Starting Shift 14. 03 Attending Calls 14. 04 Calls On Hold 14. 05 Transferring Calls 14. 06 Wake-up Calls 14. 07 No Calls & Confidential Procedure 14. 08 Wake-up Calls Airlines, Groups 14. 09 Mobile Phone Rental Procedure 14. 10 Emergency Procedures 14. 11 Guests Whereabouts 14. 12 Sending, Receiving & Distribution Fax 14. 13 Voice Mail 14. 14 Fidelio Procedures For Telephones 14. 15 Taking Written Messages 14. 16 Communication Paging 14. 17 Communication Switchboard 14. 18 Communication, Message & Fax 14. 19 Guest Receiving Visitors
15. Reservation 15. 01 Guest Call The Hotel 15. 02 Accommodation Request, Making & Confirm Booking 15. 03 All Agents Involved 15. 04 Sold Out Status
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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Understanding the basics of Training, get overall picture Of the training process and Reasons.
TASK #: 1. 02 TASK: Benefits of training EQUIPMENT NEEDED: HOW TO DO IT
Employee: Improves self-confidence Increases motivation levels Prepares for promotion Reduces tension and stress
WHY Prevents disorganization To incorporate standards To enforce Hotel Rex Principles. To encourage teamwork
Commitment of all staff Professional growth Participation of all staff Follow up on all subjects Learning by doing it Repeating the tasks Exercise the learnt tasks Guests: Follow up on the guests needs Show politeness The guest is always right Supervisor: Can take more responsibility Builds a strong team Decreases absenteeism Builds trust Promotes good relationship
Provides high quality product Insures a proper service Raises their level of satisfaction They get their money worth
Hotel: Increases productivity Reduces cost Decreases safety hazard Creates a better image Builds repeat business Attracts potential employees Increases efficiency.
