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Standard Operation Procedures

Room Division

Front Office

Agenda
1. Service Experience

1. 01 Company Introduction & Mission Statement


1. 02 Benefits Of Training
1. 03 Objectives Of Standards
1. 04 Ethics
1. 05 Achievement Reviews
1. 06 Personal Hygiene
1. 07 Personal Grooming
1. 08 Prevention Of Accidents – First Aid
1. 09 Do’s & Don’ts
1. 11 Preparing Staff Roster

2. Preparation Experience

2. 01 Social Skill
2. 02 Activities Prior To Starting Shift
3. 03 Preparing For And Taking Over Shift
2. 04 Closing Shift
2. 05 Conducting Briefings
2. 06 Finding A Clean Room In Fidelio
2. 07 Procedure For Cutting Keys
2. 08 Preparing Welcome Packs And Cards
2. 09 Preparing For Individual Arrival
2. 10 Preparing For Group Arrival
2. 11 Using The Trace Report
2. 12 Inserting A Trace For A Guest Not Having Arrived
2. 13

3. Commercial Experience

2. 01 Client Visit To Hotel


3. 02 Telephone Enquiry
3. 03 Follow Up A Sales Call
3. 04 Sales Call Visit
3. 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