SOP Intercontinental Group Assistant Manager Shift briefing41768

STANDARD OPERATING PROCEDURESHIFT BRIEFING GUEST N/A TIME TO TRAIN: 20 minutes Why is this task important for you and our guests?. WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS1 Agenda

STANDARD OPERATING PROCEDURE

SHIFT BRIEFING

GUEST

N/A

TIME TO TRAIN: 20 minutes

Why is this task important for you and our guests?

Answers:

1 We must provide an efficient and accurate service to our guests.

2 We must maximize guest satisfaction.

3 Improve GSTS score

4 Avoid guest complaints.

5 Demonstrate my professionalism.

WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS

1) Agenda The Assistant Manager must conduct

the shift briefing at the beginning of each shift

Contents of Briefing:

- Occupancy & Rooms Revenue

of previous night

- Average rate of previous night

- Daily Events and Functions

- High Balance Report

- Expected departure and arrivals

- VIP Guest/PCR/InterContinental Ambassador

- Trace report

- Guest Complaints and special requests

- AM will also review the Group Information

(Assistant Managers is totally

in charge

of groups )

- Reservation review room allocation, due

Why do we have to participate in the shift briefing?

Why do we have to know the daily events and functions?

Why do we have to know the number of expected departures and arrivasl?

Why do we have to know the number of VIP guest arriving?

Why is the AM in charge of Groups?

Why does reservation handle room allocation?

outs will be handled by the Duty

Manager

- Assistant Manager briefs on room

availability

- Revenue Manager establishes the Up-

selling Strategy

(Front Desk Supervisor is in charge of Up-

Selling)

- Chief Concierge briefs on airport transfer arrangement

- Exchange guest feedbacks, management feedbacks, Front Office feedbacks

- Suggestions

Why does the Front Desk Supervisor have to be in charge of the up-selling process?

Why do I need to know about the Management feedback?

Why are my suggestions important?

2) Responsibility Assistant Manager is responsible for

room allocation, due outs, and room availability control

Why does the Assistant Manager have to be responsible of the room availability control?

Summary questions:

1 What is so important about a shift briefing?

2. What is a shift briefing? Who attends?

3 Who runs the Shift Briefing? And in their absence?

4 Is a Shift briefing conducted every day – even week-ends? What is the standard time and location?

5. How long does it last? Why do we have to participate in the shift briefing?

6 What are the 15 items of the agenda?

7. How are you helping to achieve the financial performance of the hotel?

8. Who handles Groups?

9 Why does the Assistant Manager need to be responsible of the room availability control?

Now ask the Trainee to practice the whole task from start to end to test

competency.