STANDARD OPERATING PROCEDUREOVER NIGHT SHIFT DUTIES TASK NUMBER: ASSM-0007 DEPARTMENT: Assistant Manager DATE ISSUED: January 2005 GUEST EXPECTATION: I expect the hotel to provide 2
Trang 1STANDARD OPERATING PROCEDURE
OVER NIGHT SHIFT DUTIES
TASK NUMBER: ASSM-0007
DEPARTMENT: Assistant Manager
DATE ISSUED: January 2005
GUEST
EXPECTATION:
I expect the hotel to provide 24 hours security for me and my belongings with respect for my privacy I also expect a range of services and
facilities to be open which suit my personal requirements.
TIME TO TRAIN: 40 minutes
Why is this task important for you and our guests?
Answers:
1 Guest can experience our efficient and accurate service.
2 We must maximize guest satisfaction.
3 Avoid guest complaints.
Trang 2WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS
2 Take over the Mobile and Hotel Master Key from afternoon shift and conduct a Department briefing
3 Follow up Trace Report and the Logbook
4 Review Expected Arrival Report and greet all VIP’s
5 Check room availability
6 Check No-Shows
7 Check Room status and print out VCI room report
8 Check room discrepancy report
9 Check Permanent folio
10 .Check high balance report
11 Check room rate variance report
12 Close the POS
13 Run system according to Night Auditing Procedure
Why does the Night Manager have
to conduct a department briefing?
How do I have to follow up the Trace Report?
Why do we need to print out VCI room report?
What is a discrepancy report? What is a permanent folio?
What is a high balance?
What should we do if we found a variance in the room rate?
How do I have to close the POS properly?
How do I have to run the system?
Trang 314 Check Interface Lost Posting
15 Follow up the Reservation tasks:
- Room allocation
- Early Arrival/Rush Rooms
- Prepare the Registration Card and keys
- VIP Assignment
16 Print the morning reports
17 Verify Manager’s Report
18 Inspect the lobby and driveway for cleanliness regularly
19 Complete the Overnight Check List and the Logbook
20 Calculate PCR/InterContinental Ambassadors enrollments
21 Inspect Front Desk to ensure all Registration Cards are printed out and keys/key booklets are prepared Registration cards of VIP/PCR/InterContinental
Ambassadors are isolated and placed into the VIP Folder
Why does the Night Manager have
to follow up on the Reservation task?
How can I verify the Manager Report?
Why does the Night Manager need
to check the cleanliness?
Trang 422 Ensure Overnight Reports are delivered to all departments on time (Before 6:00a.m.)
23 Prepare the shift hand over
Why do we have to ensure the Overnight Reports are delivered before 06:00?
What is important about the shift handover?
Summary questions:
1 Why do we have to work during the night?
2 Why does the Night Manager have to conduct a department briefing?
3 How can I follow up on the Trace Report?
4 Why do we need to print out the VCI room report?
5 What is a discrepancy report?
6 What is a permanent folio?
7 What should we do if we found a variance in the room rate?
8 Why does the Night Manager need to follow up on Reservations activity?
9 Why do we have to ensure that the Night Reports are delivered before 06:00?
10 Where can I eat my dinner?
Now ask the Trainee to practice the whole task from start to end to test
competency.