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Standard
Guest requests for wake up calls are logged on the wake-up call register. Follow up manual wake-up calls are made for wake-up calls within 5-10 minutes of the set wake-up call time. Wake-up calls ring automatically and say, this is your wake-up call. The system overwrites any previous wake-up calls. The overnight duty operator places wake-up calls for early departures (departures before 9:30). Alerts are placed to call guests one hour before the scheduled departure time from the resort (Up to 90 minutes for group departures).
Procedure 1. Placing wake-up calls o Wake-up calls are encoded to the opera system whenever guest requested Whenever a guest makes a wake-up calls request, it is encoded on the wake-up call register in the opera system Information includes: o o o Room number Name of guest Time requested 2. Wake-up call register o o
3. Calling the guest o o o Each and every wake-up call should be made manually by on duty operator Say, Good morning, Mr/Mrs/Ms. ---, this is your wake up call. Have a wonderful day or evening (wish according to time of the day) For the early morning departures, Say Good morning, Mr/Mrs/Ms. ---, this is your wake-up call. Your breakfast will be served at Sea Breez or Gellery Restaurant from 00:00 onwards. See you at the reception shortly. Occasionally a guest may approach or call reception desk and ask for a wake-up call to be placed. If it is an early departure, inform the guest that a wake-up call will be placed for one hour before departure time. Ask if he / she want it at a different time.
Say, We always place a wake-up call for early departures, one hour before your time to leave the resort. I see that your departure is at ___, meaning that there will be a wake-up call for you at ___. Would you like your wake-up call to be given at a different time? If a different time is given, encored requested time to Opera wake-up call register and should hand over to night shift staff.
Standard
2. Access to files o o
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Departure file Complimentary service order Special service order Crew list Day use arrangements Revenue report Tour operator correspondence Incoming fax letters Staff attendance Lost and fond Guest comment Overbooking compensation Outgoing memo letter fax Incidence report
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3. Special celebrations o
4. Guest birthdays o o o The receptionist on night duty from the system checks guests whose birthdays fall during their stay. The receptionist on night duty prepares and sends Cake Orders to the Gallery restaurant and Gallery restaurant kitchen Pastry. The waiter normally looking after the guest would inform the guest and present the cake during lunch, dinner or arrange for it to be served in any other outlet according to guest preference.
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Guests whose wedding anniversaries fall during their stay are identified by the reservation department and stated on the arrival information. Wedding anniversary celebrations include bed decoration by the room attendant and table decorations during a purchased dinner. A special service order is prepared for every room to be served with a complimentary gift. SSOs are prepared by the late duty staff for the following day and dispatched to the Housekeeping Department, Sea Breeze Cafe and Accounts Department. Complimentary gifts are validated automatically based on the gift particulars provided on the arrival list. The Sea Breeze Caf raises bills for the dispatched items. The Front Office Manager signs the bills after verifying with the Arrivals Lists.
7. Authorization o o o
2. Entering information o
3. Checking information o
Discrepancies are informed to the reservations department immediately. Reservation department would verify the discrepancy and return back with recommended action to the front office supervisor. Ask guest to wait while discrepancies are clarified. Explain to guests that discrepancies are being clarified. Allow a senior official handle the matter.
Whenever necessary, reservation assistants handle the matter by calling the operator or agent.
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Guests In-house: Complimentary o Out of Order All: By Room o VIPs by Name Vacant Room Report Arrival Checked In: By Room Number Additional details on the House Count Report:
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Todays Birthday In-house VVIPs Expected VVIPs today Travel Agents Events (such as excursions, banquets, etc)
3. Departments receiving House Count Reports o The house count reports are sent to the following (heads of) departments / sections: o o o o o o o o o o o Managing Director Executive Director Room Division Director Front Office Manager F&B Director Finance Director Reservations Department Gallery Restaurant Gallery Restaurant Kitchen Housekeeping Anggerik Spa
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Procedure 1. Night duty tasks and responsibilities o o o o o Night shift report (house count/meal plan report, birthdays voucher report, key report) Registration Checking next day departure guest room bills Filing Reporting incidences of the night shift The night shift report comprises the following reports: o o o o o House count report: For details, refer to 9.1.23. House Count Reports Procedure Meal plan report; a part of the house count report. Birthdays report Voucher report: Key report (from Opera and Onity)
3. Birthdays Report o o o o Check the registration cards of the day manually for birthdays falling in during their stay. Prepare Cake Orders for dispatch. After that, produce a report from the Opera system for birthdays of in-house guests for the following day. Tally results with the Cake Order file to ensure that orders have been sent to the Kitchen.
Prepare and send any missed Cake Orders. Prepare a report of the vouchers related to check-ins of the day. The report has the following columns of information: o o o o o o Room number Company (tour operator/travel agent) R/C (room category) MP (meal plan) Pax Remarks (status of voucher)
4. Voucher Report o o
Prepare the report and attach vouchers to the original to be dispatched to the Reservation The key report generate from Opera system identifies vacant and occupied rooms; usually tallies with vacant rooms. The key report generate from Onity identifies Key cards provided to the guests and status of departure room key cards.
5. Key Report o o
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Standard
Only one key is issued to a single occupant and two key cards are issued to a double or more occupant. Due to loss or damage of Key cards are issued after verifying guests personal information (minimum three question should be asked).
Procedure 1. Ways in which key Cards are lost o o o By guest while occupying the room By guest taking along while departing from the hotel. From the reception desk stolen, lost from an employee issued to, etc When guest reports loss of key, enquire their whereabouts and check the places that the guest reports to have visited. Verify guest personal detail which is entered in the Opera system by asking minimum 3 questions. Inform guest about the charge ($10/-) per key card and procedure. The guest relations officer (or person in charge of handling the final step of guest departure) is responsible for checking on guest key cards. Employee responsible shall be charged $10 for each key card. In a rare instance, key card may be lost from the reception desk. An investigation is carried out to identify person responsible. Person(s) responsible are charged $10 to renew new key card . Lost key card is identified or reported Issue a key card after varying guest details (if room is occupied)
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3. Damaged luggage o o o
When luggage is received, the GRO or receptionist on duty informs the guest and sends luggage with the Porter.
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The hotel account uses this folio to realize the revenues from the card provider. In other words, the hotel uses these accounts to distinguish payments due from the card providers to the hotel.
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2. E-mail o o
3. Postcards o
5. Sending mail o o
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Describe the contents to be kept, together with particulars of the guest, on the envelope. o o o Guest particulars: name, passport number and nationality. Content particulars: item name or short description and approximate value. Cash particulars: Currency and amount.
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Ask what time the guest would return to take back the items. Record the matter on the reception logbook, indicate when the guest is expected to return. If guest wants to keep property, move guest aside and prepare envelope. Write guest particulars on top of front of envelope. o o o Guest name Passport number Nationality
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Check and write description of contents below guest particulars. Seal envelope and ask guest to sign on the closing flap, so that part of signature is on the body of the envelope.
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Mode of payment: Guest may be charged to their room account (folio) or can make payment in cash or by credit card. Call the Launch Section and inform of guest confirmation and the time the guests wish to depart and the time for return trip. Fill boat Hire request form and send to transport department Guest signature is required on Boat Hire request form If additional time is incurred and the price should increase, inform the guest, and complete Boat Hire form accordingly.
2. Permits for visitors o Visitors may purchase ferry permits to come to Bandos (and return) for various purposes. However, prior approval is obtained from the concerned head of department. Permits are available from Mal office and Resort Municipality for a charge of $ 30++ per person one-way. In-house guests are not encouraged to use the staff ferry unless on emergencies. Mal excursions, which includes a tour of Mal, are scheduled thrice weekly for hotel guests. Speedboats may be hired to travel to Mal and other destinations. Charges are applicable to destinations and waiting time. Special arrangements may be made for business travelers residing at Bandos, if their requirement for visiting Mal meets with the ferry schedule. Under the arrangement, they may purchase ferry permits to travel between Mal and the Resort. Forward such enquiries to Supervisor
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Excursions; full-day, half-day, night-fishing, kuda-bandos barbecue, dolphin cruise, snorkeling, Mal, kuda bandos picnic. Holiday safety: Dos and Donts
Meal transfers and discounts Weekly entertainment schedule and details Contacts and assistance
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2. Booking an excursion o
3. Excursion lists o o o
4. Excursions program
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Mal Excursion by speedboat Saturday,Tuesdays, Thursday, 13:30 16:30. Sunset Cruise Fridays, Sundays, Tuesdays 16:30 18:30. Full-day Island Hopping Mondays, Wednesdays, 9:00 17:00. Half-day Island Hopping Saturdays, 9:00 12:30. Night Fishing Mondays, Wednesdays, 17:30 19:30. Snorkeling Tuesdays, Thursdays, 9:00 12:30. Manta Point Snorkeling Excursion (during the manta season; Oct Apr) Kuda Bandos Ferry Daily except weekend and holidays, From Bandos 9:30, 14:30, From Kuda Bandos 12:30, 17:30. Kuda Bandos Barbecue Saturdays, 17:30 22:30. Glass Bottom Boat Ride Daily, every half hour, between 9:30 17:00. (Service suspended during lunch hours) Submarine Dive depends on availability, minimum number of guests required is 10 pax. Deep Sea Fishing Daily, durations: half-day = 4 hours, Full day = 8 hours. Time is subject to guest preference. Saturdays, Tuesdays. Thursdays, 13:30 16:30 Bookings are closed one hour before scheduled departure time. Check the bookings list with Fidelio to verify guest names, room numbers and age. Keep launch section and guides in Mal about the development of bookings from the beginning of the day. Inform the number of people to Launch Section. Inform the number of people and their nationalities to and the tour guide (Souvenirs). Guests on Mal ferry are expected to arrive at the lobby 15 minutes before departure time. Check guest dress code; and advise any person who does not conform, to change. Give the briefing about Mal Excursion at the lobby; follow briefing guidelines. Check guests on as they board. Verify using room number. Fridays, Sundays, Tuesdays 16:30 18:30. Bookings are closed four hour before scheduled preparations include preparation of drinks from the bar. departure time; advance
5. Mal Excursion o o o o o o o
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6. Sunset Cruise o o o
Inform Sand Bar and Launch Section as reservations are closed; Use The Excursion Service Order. Mondays, Wednesdays, 9:00 17:00; Full-day Saturdays, 9:00 12:30; Half-day
7. Island Hopping o o
Bookings are closed by 21:00 on the eve before scheduled event day; advance preparations for full-day excursion include preparation of food and drinks to carry. Food and drinks are not carried on the half-day excursion. Inform F&B and Launch Section as reservations are closed; Use The Excursion Service Order. Full-day trip visits 2 resorts, 1 inhabited island and Kuda Bandos. Half-day trip visits 1 resort, 1 inhabited island and Kuda Bandos. Mondays, Wednesdays, 17:30 19:30. Bookings are closed 3 hours before departure time. Inform F&B and Launch Section as reservations are closed; Use the Excursion Service Order. Invite guests to enjoy the catch; tell exact time. If there were no catch, the hotel would prepare fish from its own stock, at no extra charge. Fish is grilled and served with rice and salads at Sundowner Bar. All other extras are chargeable. Tuesdays, Thursdays, 9:00 12:30. Bookings are closed 1 hour before departure time. Only held during the manta season; Oct Apr. This excursion takes the guests to the Manta Point: Rasfari Corner near Boduhithi. Bookings are closed at 21:00 on the eve before. Daily except weekends and public holidays, From Bandos 9:30, 14:30, From Kuda Bandos 12:30, 17:30. Open bookings; no min or max number of people. Saturdays, 17:30 22:30. Bookings are closed 4 hours before scheduled departure time. Held to grill the fish caught from night fishing; Fish is served with a full buffet with grilled chicken, beef, pastas, etc. Extra beverages are chargeable. Available daily. Reservations are made at the reception desk. Trips lasting 30 minutes may be taken every half hour, back-to-back, between 9:30 15:30. Services suspended during lunch hour; 12:30 13:30.
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8. Night Fishing o o o o o o
9. Snorkeling Trip o o
Boat can take 3 adults or 2 adults and 2 children. Depends on availability of seats and guests. Guests are taken direct to and from the platform on a separate boat. Daily, durations: half-day = 4 hours, Full-day = 8 hours. Time is subject to guest preference. Inform F&B and Launch Section as reservations are closed; Use the Excursion Service Order. Breakfast may be served on board. Soft drinks, beers, water and tea/coffee are served. The fish caught is grilled and served with salad and rice at Sundowners Bar. No catch, no food service. Early wake-up calls are given as relevant. Every day except weekends and holidays, 17:00 22:00 time subject to guest request. One couple daily. (Kuda Bandos is open for local public on Friday, Saturday and public holidays) Choice of food menus and champagnes (included) are available. Inform F&B, Launch Section and Housekeeping as booking is confirmed; Use the Excursion Service Order. A Waiter and a Cook goes to Kuda Bandos to serve the couple. Excursion Information Sheets Excursion Booking Sheet
14.Submarine Dive o o
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