SOP Intercontinental Group Assistant Manager Verify registration cards41769

STANDARD OPERATING PROCEDUREVERIFY REGISTRATION CARDS TASK NUMBER: ASSM-0008 DEPARTMENT: Assistant Manager DATE ISSUED: January 2005 GUEST EXPECTATION: N/A TIME TO TRAIN: 40 minutes

STANDARD OPERATING PROCEDURE

VERIFY REGISTRATION CARDS

TASK NUMBER: ASSM-0008

DEPARTMENT: Assistant Manager

DATE ISSUED: January 2005

GUEST

EXPECTATION:

N/A

TIME TO TRAIN: 40 minutes

Why is this task important for you and our guests?

Answers:

1 We must ensure our operation is efficient and accurate.

2 We must maximize guest satisfaction.

3 Avoid guest complaints.

4 Demonstrate my professionalism.

WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS

1) Modify information in PMS Front Desk must modify guest

information in the system For example guest name, passport number, nationality, date of birth, Visa number, Visa expiration date, Credit Card number, etc

All guest data must be entered into the police’s computer by the end of the day

Why do we have to modify guest information in the PMS?

2) Check RC All the registration cards must be

checked and initialed by the Assistant manager

The Assistant Manager has to double-check the entries first, and then transfer the data directly to the police office.

Why does the Assistant Manager need to double check the RC?

3) Check supporting documents Make sure all the supporting

documents (e.g travel agent's voucher, credit card voucher) are attached to the Registration Card

Why do we have to attach all supporting documents?

4) Distribute copies Copies should be distributed as

follows

Top copy - For Front Desk

2nd copy - For PSB

Why do we need so many copies for different departments?

5) Enter data and double check Registration Card data needs to be

entered into the police’s computer during the overnight shift by the Front Desk Receptionist and double-checked and counter- signed by the Assistant Manager

The RC is placed at the Front Desk in numerical order

Why do we have to enter guests data into the police computer?

Summary questions:

1 Why might information need to be modified in PMS?

2 Why does the Assistant Manager need to double check the RC?

3 Why do we have to ensure supporting documents are attached?

4 Why do we need so many copies for different departments?

5 a) Why do we have to enter guests data into the police computer?

b) Is this a requirement for all countries?

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

competency.