Process : (12) Shift Reports and Closing

Objective- To ensure that the processes followed at the end of every shift are in line with the
standards and that no discrepancy arises.

Task No. : 12.1

Task : Discrepancy Report

Process:

Room Discrepancies occur when there is a conflict between the Front Desk and Housekeeping
occupancy status of a room.

There are two types of Room Discrepancies- Sleep and Skip:

1. Sleep Discrepant - This occurs when the Front Desk room status shows a room as Vacant, but
the Housekeeping room status is marked as Occupied. A common way this can happen is when
a guest comes down to the Front Desk to settle their bill, but is not actually checking-out at that
time. After settlement, the guest returns to the room. If the Front Desk agent mistakenly checked
the room out, and Housekeeping then enters the room, they may change the Housekeeping status
back to Occupied until the guest physically departs.
2. Skip Discrepant - This occurs when the Front Desk room status shows a room as Occupied, but
the Housekeeping room status is marked as Vacant. The most common way this can happen is
when a guest may leave on the morning of departure without stopping by the Front Desk to
check-out. In properties where payment is taken in full at check-in, or an express check-out folio
is delivered over night before departure, guests with no additional charges to pay, or those with
credit cards on file may simply leave the keys in the room and depart. Housekeeping may come
in to clean the room and mark it as Vacant, while the Front Desk still has the reservation
checked-in. This is also called as “No baggage”

In both situations, the Discrepancy Report indicates issues with the occupancy status of a room,
and should be printed and given to the Front Desk to follow up. This report is also useful in
identifying skippers if any (guests checking out without setting the bill).
Control documents

 Morning and Evening shifts must collect the discrepancy reports from the Housekeeping
prior to the shift ends and follow up on the same.
 Morning and Afternoon shifts have the occupancy collected from the housekeeping at
1400hrs and 2100hrs respectively to prepare the Discrepancy Report.
 The Discrepancy Report is the physical check of the room occupancy done by the
housekeeping and is checked against what is marked in the computer.
 This is done to check for skippers, rooms not marked check in or check out, etc.
 The discrepancy between the computer occupancy and the physical one is written on a
discrepancy pad and followed up on.
Task No. : 12.2
Task : Place/Check Trace Report

Procedure:
Objective- To ensure requests and follow ups are done on time if any.

Traces are similar to Messages in that they allow you to attach communications to the guest
reservation. However, rather than providing information for the guest, traces are intended to
notify your colleagues in your own or other departments at the property about actions that they
must take relative to the reservation or on the guest's behalf. Traces allow you to specify the
responsible department and the date and time when the action must be completed. Traces also
provide features for ensuring that the trace has been resolved — that is, that the required action
has been taken. Here is an example. Suppose you are making a reservation for a guest who will
need a rollaway bed. The reservation is for a stay that will begin sometime next month, so you
cannot just pick up the phone and call Housekeeping. By attaching a trace to the guest's
reservation, you can ensure that a notification will be delivered to Housekeeping automatically,
at the correct time, via the Trace Report. In addition, you will be able to positively confirm that
the action has been taken —that is, that the rollaway bed has been delivered to the guest's room
— by accessing the Traces screen and checking that the trace has been resolved.

.
At the start of the shift it is the Reception staff’s duty to print out a Trace Report to follow up on
any requests which are required to be completed.

Printing out a Trace Report:

 Go to the home page on the Opera System
 Under Miscellaneous , click on “Reports”
 Type in as “Reservation Traces” and click okay
 Enter Todaysdate
 Select the option “Departments” to filter and select all Reception related sub
departments only
  If you wish to sort in Room number wise or Category wise you may select the option “Sort
Order”
 Finally, select print to get the Traces Report.

To Place a Trace:

 Go to the Guest Reservation on the Opera System

 Click on “Options”
 Click “Trace” option
 Select the Area/Concerned department for which the Trace has to be placed
 Type in the description in the free form field provided

To Resolve a Trace
 Go to the Guest Reservation having a Trace
 Click on the Red Colour lamp of Trace
 Click on the option ”Resolve” at the right side of the reservation screen
*Note: Resolving is done usually when the required action has completed at that particular
time or else end of each shift the reception staff are required to check if there are any
unresolved traces.

Standard:

 A “Traces Lamp” flashing below the reservation screen indicates the presence of a Trace.
 Note the Trace message separately to incorporate in the guest reservation later.
Task No. : 12.3
Task : Arrival Escort Report

Objective-
To ensure if all registration cards have been updated and to maintain certain Key Performance
Indicators.

Procedure:

Task no-: 12.3- updating of reg cards, making of c forms at the end of every shift, taking
authorizations
Task No. : 12.4
Task : Enrolling guest to the Taj loyalty program (Taj Inner circle)
Taj Inner circle is the loyalty program of the Taj hotels resorts and palaces. Taj inner circle has
different levels starting from COPPER level, SILVER level, GOLD level and PLATINUM
level. Any guest while staying at the Taj hotel or through online can apply and become a member
of the Taj Inner circle program (copper Level) which is complimentary. The Taj Inner Circle is
one of the largest loyalty program in India. Valid across 80 hotels in India and 16 international
hotels with 150+ award winning restaurants. No expiry of points for the active members, No
blackout dates across all room categories.
 1 point of TIC = 4 Rupees.

PROCEDURE:

 Every guest to be asked he/she is a TIC member. If not ask their approval to enroll them
into TIC program
 If approved go to the link http://inmumdcui01.tajhotels.com:8080/LoyaltyOnline and
follow the below instructions.
Step 1: Select PMS in the dropdown box and select continue.
Step 2: Select “New Member” in the left hand side.
Step 3: Enter the guest details completely and click on “initiate” option which creates a Taj
Innercircle membership for the guest.

TIC Enrolments - Unique Email Id and Mobile Number Required

Currently the same email ID can be updated against multiple customer records in the Taj
InnerCircle (TIC) Siebel database.
Going forward in order to better the TIC program, email ID and mobile numbers must be
unique for new enrolments into TIC.
Below mentioned is guest name with email ID that is currently already on Siebel database.
While trying to enrol a new guest with the same email ID the below error is displayed