Front Office

STANDARD OPERATING PROCEDURES

Front Office VERSION-2 Updated December 2016

Front Office SOP: Version 2 (2017)

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Table of Content

Sop. No.

Name of the SOP

Page no

1

Escorting The Guest

8

2

Rooming A Guest

10

3

Guest Not Well (Hotel And Hospital)

12

4

Guest’s Birthday, Anniversary and Honeymoon Couples

14

5

Courtesy Calls and Guest Interaction

16

6

Know Your Guest Program

17

7

Traditional Indian Welcome

18

8

Guest Preferences & Amenities

19

9

Guest Preference Capture

21

10

Pre-ordering of Garlands

22

11

Long Stay Guest Program

23

12

Facsimile

26

13

Computer Usage

28

14

Photocopying and Scanning Facilities

30

15

Courier Service

31

16

Secretarial Service

33

17

Daily City Comparison Report

34

18

Equipment on Rent

35

19

Business Equipment Upkeep

36

20

Presentation of Documents

39

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21

Reading & Reference Material

41

22

Handling Cash Float

43

23

Check Out

46

24

Settling Of Bills

50

25

Doing Foreign Exchange

63

26

Express Checkout

65

27

Safety Deposit Lockers

67

28

Handle Cashier Audit

69

29

Updation on Foreign Exchange Rates

70

30

Guest Dispute on Departure

71

31

Group Departure

73

32

Early Check In, Late Check Out, Day Use

75

33

Departure When PMS Is Down

77

34

Allowances

80

35

Interim And High Value Bills

83

36

IOUs

85

37

Paid out

87

38

Obtaining Pan Card

89

39

Check Out

90

40

Maintaining hotline sheet

92

41

Purchasing Tickets

94

42

Flight Ticket Reconfirmation

96

43

Cars on hire

98

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44

Buying Medicines For The Guest

100

45

Flower Bouquets

102

46

Petty Cash Vouchers

103

47

Video on Demand

104

48

International Newspaper Requests

106

49

Flight Ticket Upgrade

108

50

Spa/Saloon Appointment

113

51

Making A Hotel Booking

115

52

Mishandled Luggage

117

53

City Events

119

54

Guest Package, Parcel Handling

120

55

Sim Card Issue

122

56

Arranging & Handling Private Charters

123

57

Availability Of Hotel Fleet

125

58

Airport Transfers

126

59

Local and Outstation Tours

127

60

Additional Pickup

129

61

Weather Card

130

62

Guest Arrival Procedure

131

63

How To Read An Airline Ticket

132

64

Airport Transfers (Arrival)

133

65

Airport Transfers ( Departure )

138

66

Check-In – At The Desk

140

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67

Check-IN & Walk in

151

68

In Room Check-in

153

69

Group Check-in

158

70

Lounge Check-in

160

71

Registration of Pakistani & Bangladeshi Nationals

164

72

Registration when PMS is down

166

73

Guest profile Updations

168

74

Room change

170

75

Safe Deposit Locker

172

76

Wake Up Call

175

77

Early Check-in

177

78

Early Departure

178

79

Issue Of Duplicate Keys

180

80

Guests With Weapons

182

81

Safe Locked In Occupied Room

184

82

Visitors For In-house Guests

185

83

Shift Back Up Reports

187

84

Show Around Room

189

85

Single Lady Traveler

191

86

Stay Extension Request

194

87

Guest No-Show On Flight

196

88

Incognito Guest

198

89

Guest Feedback/Mystery Audit Analysis

200

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90

Internal Audit

202

91

Hotel visits by Owners

203

92

House use & Complimentary Rooms

204

93

Late Check-Out & Day Use

210

94

Occupancy Verification Process

212

95

Hotel Items Missing From Guest Room

214

96

Introduction to Bell Desk Services

216

97

Bell Desk Services: FIT Arrivals

218

98

Maintaining Luggage Movement Sheet

221

99

Bell Desk Services: FIT Departure

222

100

Bell Desk Services: Group Arrivals

224

101

Bell Desk Services: Group Departure

226

102

Storage of Guest Luggage

228

103

Hold Luggage Handling

229

104

Documentation

230

105

Message/ Package/ Parcel Delivery

232

106

Newspaper Delivery

233

104

Baggage Shifting on Room Change

235

108

No Baggage

238

109

Left Items for Collection

239

110

Maintenance of Luggage Trolley

241

111

Maintenance of Wheelchair

242

112

Guest Service Centre

243

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113

Handling Incoming Calls

246

114

Handling Guest Requests

250

115

Wake-up Call

254

116

Fire Fighting

256

117

Guest Messages

258

118

Connecting Guest Outgoing Calls

259

119

Call handling when PMS is down

261

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Standard Operating Procedure Escorting The Guest SOP No:

1

Issuing Department:

Effective Date :

1st January 2017

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

Standard: Escorting The Guest: Associates to ensure all the guests are escorted to the room upon check-in Procedure: a) The Guest Relations associate (GR) will wish the guest with a “Namaskar” gesture with the time of the day. If the guest name is known, the GR will address the guest with his / her surname. “Welcome (Guest name), my name is (name); let me escort you to the Front Desk. May I assist you with your luggage?” b) Guest is introduced to the FDA (Front Desk Associate) by the GR with the phrase – “(Guest name). (Colleagues name) will be assisting you with your registration formalities”. c) Once the check in formality is completed, the GR will help the guest in identifying the luggage and inform the bell person the room number of the guest. “May I confirm the number of pieces of luggage you are carrying (Guest name)?” “If I may request you to identify your luggage & my colleague (name) will bring the luggage to your room.” d) The associate will guide the guest to the elevator and call the elevator by pressing the elevator button and holding the door open for the guest while he/she boards the elevator. e) Associate will offer to introduce the guest to the hotel facilities. “(Guest Name), May I

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apprise you with the hotel facilities?” f) While escorting the guest, associates will mention dining options and offer to make table reservations on behalf of the guest. g) Associate will also attempt to get as much guest preference information as possible while making conversation with the guest. h) On reaching the room; “(Guest name) your room number is (Room number), and the closest Fire Exit to your room is (pointing in the direction).” i) Once entering the guest room, take guest‟s permission to apprise the guest of the room facilities. “(Guest Name), May I apprise you with the room facilities?” 

If Yes: Start with the rooming process.



If No: “Have a very pleasant stay (Guest name), if there is anything else that I can do to make your stay more comfortable, please do not hesitate to let me know”.

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Standard Operating Procedure Rooming A Guest SOP No:

2

Issuing Department:

Effective Date :

1st January 2017

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

Standard: Rooming A Guest: Associates will ensure that the guest is introduced to all the facilities available in the room Procedure: 

Seek guest‟s permission to apprise the guest of the room facilities. “(Guest Name), May I apprise you of the room facilities?”



The rooming will start according to the lay-out of the room. The facilities will be pointed out & explained in brief.



Associates will start by explaining the functioning of the key- “(Guest name) May I show you how the key works?” (Explain how the keys has to be swiped/inserted/flashed)



GR will place the key in the Energy saving switch “Placing the key here will activate the master switch of your room.”



GR will also explain the „Do Not Disturb‟ switch and „Make My Room‟ Switch to the guest.



Rooming will be done in clock wise / anti clock wise depending on the layout of the room, bathroom at the end.



Following features will be explained: 

Hotel Evacuation Plan(Point to the nearest Fire Exit)

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



Magic Eye



Electronic Safe.



Laundry Tray.



Hotel Compendium.



Thermostat.



DVD player and the list of DVDs.



In room private bar.



Complimentary Tea / Coffee maker, Apples and Cookies, bottled water.



Hair Dryer.



Ice Bucket.



High speed Internet data port / Wireless Internet Connection.



Private Dining Menu.



Pillow Menu.



Bathroom features and amenities.



Key features which might get unnoticed will be highlighted.

The associate will offer “Would you like me to introduce you to anything else (Guest name)?”

If No: “Have a very pleasant stay (Guest name). If there is anything else that we could do to make your stay more comfortable, please do not hesitate to let me know”.

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Standard Operating Procedure Guest Not Well (Hotel And Hospital) SOP No:

3

Issuing Department:

Effective Date :

1st January 2017

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

Standard: Guest Not Well (Hotel and Hospital): Associates will take special care of the guests who are not well and to ensure that the guest is given special attention Procedure: An associate on receiving information regarding the guest‟s ill health shall inform the DM/GR/FOM. DM/GR/FOM will call the guest; ask the nature of sickness and finds out about the guests‟ health. “(Guest name), we do have a doctor on call, would you like to speak to him?” 

The guest‟s company or family will be contacted, in case there is a need and if the situation demands. The information will be conveyed in full with all the relevant details.



Associate will check with the guest incase he/she would like the doctor to visit him by saying “May I have the hotel doctor visit you?” In case the guest confirms, acknowledge the guest request by saying “Certainly, I will immediately inform the Doctor to be with you as soon possible. I would also like to inform you that the visiting charges will be INR……”



The GR will call up the doctor and inform him/her of the guest‟s condition and symptoms that the guest describes.



GR will coordinate with the Concierge to get the prescribed medicines.

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

If the doctor advises to admit the guest in the hospital, GR will coordinate with the concierge for the necessary arrangements to admit the guest to the hospital.



The guest will be attended to and well taken care of in the hospital.



GR will periodically check on guests‟ health.



Any special dietary/other requirements of the convalescing guest will be instructed to the Private Dining and other Food and Beverage outlets accordingly.



The guest will be visited, enquired about and presented with a bouquet of flowers/fruits in the hospital.



On the guest return, GR will place places fruit bowl and other required health drinks according to the guest requirements in the guest room with a “Get Well Soon” card from the Guest Relations team.



Entry is made in the GR Log book entry for all shifts to be informed.



Guest profile notes will accordingly be updated in the PMS.

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Standard Operating Procedure Guest’s Birthday, Anniversary and Honeymoon Couples SOP No:

4

Issuing Department:

Effective Date :

1st January 2017

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

Standard: Guest’s Birthday, Anniversary and Honeymoon Couples: Guest Relations will ensure that special arrangements will be made for guests‟ celebrating their birthdays, anniversaries and honeymoon Procedure: 

Alerts and Traces will be checked for the next/same day‟s arrivals for the guests who are celebrating their anniversaries, Honeymoon or birthdays. Reports: 

Guest Birthdays



Guest In-house Traces / arrival.



The room‟s controller and GR will allot rooms for these guests. The room nos. is not changed and DNR (Do Not Remove) status is put for the rooms in the PMS along with alerts stating the same.



Amenity Voucher is to be raised with detailed amenities which have to be placed in the room. 

For Cake, chocolate amenities and wines, voucher will be sent to In Room Dining.



For Bouquet of Flowers, voucher will be sent to the Housekeeping (Flower Room).

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For Birthday: 

½ Kg chocolate Cake. (unless specified otherwise)



Bouquet of Flowers.



Birthday card (Signed by the General Manager.)



Any other amenities based on likes or dislikes.

For Anniversary /Honeymoon: 

½ Kg Cake.



Bouquet of Flowers.



Bottle of Wine. (If required.)



Anniversary card.



Any other amenities based on likes or dislikes.

For children who are celebrating their birthdays: (up to 12years)





½ Kg Chocolate Cake (Unless specified otherwise)



Soft Toy.



Birthday card (Signed by the General Manager.)



Chocolate Amenities.

List of the guests celebrating their anniversaries, birthdays or honeymoon will be circulated in the other departments via emails.

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Standard Operating Procedure Courtesy Calls and Guest Interaction SOP No:

5

Issuing Department:

Effective Date :

1st January 2017

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

Standard: Courtesy Calls and Guest Interaction: Long stay guests, VIPS and FITs will be given courtesy calls to ascertain their satisfaction with the stay. Procedure: 

Long stay guests, VIPS and FITs will be identified who need to be given courtesy calls. Courtesy calls will preferably be given between 1800-2100 hours.



Before making the calls the GR will to check the previous day‟s list, to check on guests already called upon and guests having made a complaint or a request for assistance. This is done so that not more than one courtesy call is given to a guest. Also if a guest has made a complaint/ requested for assistance a follow up can be done with the guest.



“Mr. /Ms. (Guest name) trust you are having a comfortable stay with us. This is (Name of the associate) from the Guest Relations. I am calling you with regards to your stay with us. As I see you will be staying with us till (Date).Is there anything I could do to make your stay more comfortable?”    

If Yes: Take down the details i.e. Likes and Dislikes. If No: Offer a personal interaction “Would you like to join me for a cup of coffee at (Name of the outlet in the hotel)?” If Yes: Ask for the convenient time for the guest. “Mr. / Ms. (Guest name) When would be a convenient time for you to meet? If No: “In case you require any assistance do contact us at the Guest Relations (extension), we will try to assist you to the best of our ability. Thank you very much.”

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Standard Operating Procedure Know Your Guest Program SOP No:

6

Issuing Department:

Effective Date :

1st January 2017

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

Standard: Know Your Guest Program: Associates will recognize the guests by their names Procedure: 

GR will identify the long stay guests, VIPs, repeat guests for the next day.



Check in alerts will be left in the PMS for all associates to inform GR on guest arrival.



All Long-stayers are met by Duty Manager/Assistant Front Office Manager/Front Office Manager on arrival.



Traditional Welcome is offered to all the guests on arrival.



Guest photograph will clicked with prior permission of the guest for long staying and repeat guest (in case we do not have their pictures on file). A VIP report will be made in which the pictures along with the guest profile i.e. name, company name, preferences, no. of visits, check-out date, room no., remarks(if any) will be entered. The same will be done for the VIP In-House guests and VIP Departures for the day. A copy of this will be incorporated in the Daily Briefing Sheet. The VIP report will be handed over to the TV room (Engineering department) a day prior. The same will be displayed on the TV screens located in the back area the next day. The same information will also be send by the GR to various departments like Food and Beverage, Front office, Engineering, etc.



  



The HOD‟s will ensure that the information is displayed on their notice boards and also will be discussed in the daily briefings (Morning, Afternoon, Night shifts).

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Standard Operating Procedure Traditional Indian Welcome SOP No:

7

Issuing Department:

Effective Date :

1st January 2017

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

Standard: Traditional Indian Welcome: All the guests will be offered a traditional Indian Welcome. Procedure: 

GR will make sure that the thali is clean and untarnished.



Fresh flowers (Rose petals), Flower garlands will be provided by the Flower Room (Housekeeping department) and it is spread on the thali.



Fresh oil will be filled in the diya with a new wick, and ensure no dirt is left in the diya.



GR will fill the sindur box with sindur.



At the time of arrival, GR will rotate the thali two times in front of the guest and put a small dot on the forehead by ring finger.



The phraseology for performing the traditional welcome will be “This is for your good health and prosperity.” And while putting the tikka “Have a comfortable stay with us.” And then the guest will be garlanded.

Front Office SOP: Version 2 (2017)

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Standard Operating Procedure Guest Preferences & Amenities SOP No:

8

Issuing Department:

Effective Date :

1st January 2017

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

Standard: Guest Preferences & Amenities: Special preference of all guest should be handled in an accurate, attentive and professional manner Procedure: 

Each evening, GR will generate the following reports for the next day‟s arrivals from PMS: 

Expected Arrivals Report with Remarks



VIP Arrivals



Long Staying Guests



Guest Birthday Report



Trace Report



GR will review the above reports and check for guest preferences (such as type of pillows, colour of flowers, etc.) in the guest history database.



Along with the Rooms Controller, the GR blocks rooms for special guests, VIPs, Longstayers guests etc.



These rooms are put on a DNR (Do Not Remove) status on the PMS.



After rooms are blocked for the arrivals, the GR will create amenity vouchers for all the guests identified to receive personalised amenities or who have asked for it specifically.

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

Inform all Heads of Departments about the special preferences of the expected guests via email for taking necessary action.



All departments will ensure that the guest special preferences are met and pre-placed in the room blocked for the guest.



For all the long staying and Repeat guests, GR will check whether their photographs are available in the guest history database.



If not, a photograph will be taken with permission at the time of guest arrival by saying “As you are one of our esteemed guests, may I proceed with taking your photograph for the purposes of our records?” Once the guest has given his/her consent, click the photograph capturing upper half of the body.



Offer to present a copy of the same to the guest by saying “Would you like to have a copy of the photograph?” If the guest needs a copy of the photograph, then the same will be emailed to him.



Along with the picture the guest profile information will include: 

Name



Designation



Company



The Guest Recognition Profile will be sent to all the departments via email.



The Guest Recognition Profile will be displayed on the notice boards of the respective departments.



The concerned photograph will remain on the board till a guest completes his/her stay.



The department team will be briefed at the beginning of each shift, about all special arrivals scheduled for the day.

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Standard Operating Procedure Guest Preference Capture SOP No:

9

Issuing Department:

Effective Date :

1st January 2017

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

Standard: Guest Preference Capture: Guest Relations will maintain a good guest preference data bank and all profiles are updated in accurate and professional manner. Procedure: 

Associates will fill the „Guest Preference Form‟ with any special likes or dislikes of the guest discreetly observed during his/her stay. For e.g., choice of pillow, cuisine, spa treatment, etc. Drop the form at the department „Guest Preference Drop Box‟.



GR will collect the guest preference forms from all „Guest Preference Drop Boxes‟ located at the various departments.



Every week, GR will check each guest preference form and identify points that are relevant and can be added to the guest‟s profile in the PMS and the guest preference database so as to ensure a more comfortable stay for the guest in the hotel.



Update the respective guest profiles in the PMS and the guest preference database, with the details as identified in the Guest preference form.



In the profile, the guest preferences and specials options are provided. In those options all the likes, dislikes, allergies and preferences of the guest can be entered as per the pre programmed options.

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Standard Operating Procedure Preordering Of Garlands SOP No:

10

Issuing Department:

Effective Date :

1st January 2017

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

Standard: Preordering Of Garlands: Garlands required during the traditional Indian welcome are ordered the previous day based on arrival pattern. Procedure: 

A report of VIP expected arrivals will be printed.



Based on the report, the GR will decide how many flower garlands must be ordered.



The guest relations will inform the flower room before 1800hours for the no. of flower garlands required for the next day



The flower room will ensure that delivery of the required number of flower garlands happen prior to 0900 hrs.

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Standard Operating Procedure Long Stay Guest Program SOP No:

11

Issuing Department:

Effective Date :

1st January 2017

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

Standard: Long Stay Guest Program: The long staying guests will be accorded with a warm and hospitable welcome and comfortable stay during their stay with the hotel. Procedure: 

Guest relations will identify Longstayers on a daily basis by analyzing the Reservations created by date report.



For the Longstayers with an e-mail address; a preference mail will be sent across to them (In order to have all the preferences set before the guest checks in).



A Longstayers report will be generated on a weekly basis and each and every longstayers will have a GRE attached to them who will personally welcome them on arrival.



Room will be allotted as per the guest preference.



The guest will be met by the GRE on arrival and an ATG is done for the guest after which a photograph will also be clicked.

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

All Longstayers are met by Duty Manager, Assistant Front Office Manager or Front Office Manager on arrival.



The guest will be met by FOM/DM/Asst. Manager/GRE at the Porch, Traditional Welcome (ATG) is accorded ( first visit); picture is taken and escorted to the room.



The guest is explained about the facilities of the Hotel and a detailed rooming will be done for the guest.



In – room check in will be taken and guest preferences (preference letter) will be taken from the guest.



The GRE will note down a preferred time to meet with the guest and introduce the guest to the Orchid Family; namely the Chef, Housekeeper and the Duty Manager/FOM



Information regarding a Longstayer‟s arrival and their preferences will be sent across to all HODs via email.



Guest preferences will be communicated to all the Departments by circulating the “Know your Guest Program” and updating the details in the profile notes of the guest in the PMS.



A “Know your Guest” Board will be maintained in all back areas with the details, photographs and preferences of Long Stay Guests and will be used as a mandatory briefing tool.



In the ExCom meeting, an HOD will be assigned to a Long stay guest and the HOD will regularly meet the guest before the guest checks out – “Own your Guest Program.



The guest will be given a call by the concierge who introduces him/herself and will offer to orient the guest around the city (Could range from sightseeing to organizing theatre tickets).



The GRE will meet with the guest over tea/coffee and will try to understand the guest‟s preferences that would make the guest stay more comfortable.



The GRE will give a courtesy call to the guest every two days and check on his/her well-

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being. 

The HOD assigned as per the “Own your Guest Program” will meet the guest periodically and check whether the guest is happy with the services offered / preferences are met and complaints if any will be addressed.



The Guests will be invited for the GMs cocktail. Executive Housekeeper, Executive Chef, Rooms Division Manager and Sales Personnel will meet the guest during the GMs cocktail party.



On Sunday, special amenities will be placed by Private Dining along with a note from the GM.



RDM, F & B Manager, FOM, Ex. Housekeeper, Chief Engineer and the Executive Chef will meet the long stay guest within 48 hours of arrival and at least twice thereafter before the check out.



A tour of the entire hotel will be organized by the GRE (for first timers).



Departure Gift will be placed a day prior in the room.



Birthdays/Anniversaries of Longstayers will be celebrated along with the guest.



A day prior to departure, bill copy will be presented to the guest along with feedback form by the GRE in the comfort of their room and will be offered an in-room check out.



A farewell party will be organized for the guest, which would be attended by the GRE, RDM, Executive Housekeeper, Chief Engineer, Executive Chef and other team members from the Floor.



The guest will be presented with a memento (Idol/ Tee- Shirt) along with the picture which was taken on arrival and the farewell; reminding them of the wonderful memories they have created at their new home.



GRE will be in touch with the guests through correspondence by sending them regular

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Standard Operating Procedure : Facsimile SOP No:

12

Issuing Department:

Effective Date :

Jan 2017

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

updates on promotions and offers.

Standard: Associates will ensure all the facsimile received (personal/official) will be delivered to the guest in a timely manner. Procedure:

 Fax machines 

The fax machines will be in good working condition.



The hotel fax number will be made available to guests for sending and receiving facsimiles

 Outgoing fax (For the guest use) 

The associate will take the fax no. from the guest with the correct country and area code and also the name and room number of the guest.



After transmitting the fax, the activity report (confirmation report) will be attached to the original document and returned to the guest in a neat folder or envelope.



The bill is then raised and is settled accordingly (Room number, Cash or Credit Card).

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

Register will be maintained for tracking faxes.  Internal Facsimile/ Personal Facsimile: 

The Associate will raise a voucher for the respective amount and post it to the city ledger in the PMS.



The facsimile will be then entered in the facsimile register

 Incoming faxes 

All facsimile pages will be placed in order and stapled together.



Faxes will be placed in a Hotel‟s standard envelope.



Following information will be clearly printed on the envelope o o o o

Name of the guest. Room number. Number of pages. Date.



Facsimile received will be entered in the Facsimile register, denoting the receiving time, number of pages, name of the guest and the room number.



The person collecting the faxes from the operator will have to sign in the fax register.



All facsimile received will be delivered within 10 minutes of receiving it.



The bellboy/butler will deliver the fax to the room

 Note: PNP Incoming faxes for guests will be sent to the room within 10 minutes of receiving them. The same will be delivered in a hotel envelope with the guest name and room number clearly typed on it.  Official faxes 

For official faxes received for different departments, details will be entered in the register and the respective department will be requested to sign for them on receipt.

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Standard Operating Procedure: Computer Usage SOP No:

13

Effective Date :

Jan 2017

Revision Date :

Issuing Department:

Front Office

General Manager Signature :

Head of Department Signature :

Standard: Well maintained and updated personal desktops will be available to guests around the clock for use. Procedure:

 Internet services 

The associate will inform the guest about the internet packages that are available in the business centre for internet usage.



Based on guest‟s selection, the appropriate package shall be activated.



The following payment option will be available: o Charge to room. o Cash payment. o Credit card payment.

Note: Staff will be able to assist in accessing software programs including the internet within 10 minutes including changing set-up wires for guest computers.

 Computer usage 

The computer usage of the guest will be charged as per the package and will be billed

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accordingly to the room account or payment is accepted by cash/credit card. 

All personal guest files will be deleted on a regular basis.



The shortcut keys will be conveniently and easily located on the desktop.



The desktop will be free of clutter and is neatly organized.

 Note:  A receipt of the hotel charges will be given to the guest immediately  The equipment and software will be reviewed every year to ensure that the facilities provided are state-of-the-art and technologically current.  Computer upkeep 

The computer will be kept clean and free of stains and dust.



The computer peripherals will be placed neatly and in order.



All wires will be neatly arranged and not tangled.



The CPU will be neatly yet discreetly placed with easy access to the USB ports.



The computer will have the latest software updated.



The mouse will be in perfect working order.



The keyboard will not have any keys missing or faded.



The telephone placed next to the computer terminal will be free of odor and stains.



A fresh notepad in a leather folder and a stationery box will be placed next to each computer terminal.



A bottle of mineral water and a clean fresh glass will be placed next to the computer.



A hotel standard calendar will be placed at each computer terminal.



Guests are also provided with a buzzer to indicate any assistance requirements.

Note: Work stations will be kept neat, clean and in good repair.

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Standard Operating Procedure: PHOTOCOPYING & SCANNING FACILITIES SOP No:

14

Issuing Department:

Effective Date :

Jan 2016

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

Standard: Fully functional photocopying and scanning machine will be available in business center for guest use. Procedure:  Guest need 

Facilities for photocopying will be available with A3/A4/Fools cap/Transparencies/Size reduction capability.



All documents will be given back to the guest in a neat and presentable folder or envelope.

 Payment 

The guest will be charged according to the number of pages and the same will be billed to the guest.

 Maintenance 

The business Center will make periodic maintenance calls to the equipment / Maintenance Company to ensure smooth functioning.



The copier will be used only for guest and front office needs.

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 Note: Systems representative will do a daily check on the equipment and internet Standard Operating Procedure : COURIER SERVICES SOP No:

15

Issuing Department:

Effective Date :

Jan 2016

General Manager Signature :

Revision Date :

Head of Department Signature :

connectivity

Standard: The Concierge will provide special courier facilities with no extra convenience charge. Procedure:  Guest package 

While accepting a courier parcel the associate will ensure that the parcel is not sealed.



The guest package must not contain any valuables, currency, electronic items (unless battery is separated) and perishable items.

 Courier company 

The associate will check with the guest if they have any account with a particular courier company.



If not, the associate will offer details of the various courier companies which are associated with the hotel.

 Charges 

The package will be weighed and the rate is informed to the guest.

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

If the guest agrees payment method will be offered to the guest.

 Payment 

The guest can charge it to the room by taking a paid out or pay cash directly.



On receipt of the money, the courier person will give the voucher with the original airway bill.

 Record 

A photocopy of the airway bill will be filed.



The original is sent to the room or given to the guest in an envelope.

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Standard Operating Procedure : SECRETARIAL SERVICES SOP No:

16

Issuing Department:

Effective Date :

Jan 2016

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

Standard: Secretarial services will be available for guests on demand Procedure:

 Typing & Dictation 

The business center associate will be skilled at typing document sets to convert them into soft copies or format them as per the guest requirements.



Also, the associate will be able to take down dictation from the guest and then convert it into full hand soft copies.

 Paper and file handling 

Facilities for paper binding, scanning, paper shredder, photocopying, faxes will be available.

 Internet

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 Information sourcing – For any particular kind of information that the guest requires, the

Standard Operating Procedure : DAILY CITY COMPARISON REPORT SOP No:

17

Issuing Department:

Effective Date :

Jan 2016

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

business center associate will try to locate it and prints relevant copies out for the guest.

Standard: Daily sales figures from the closest competitors will be compiled together for senior management review. Procedure:  Sales figure information 

The business center/telephones/reservations (As decided by the Unit) will call the competitive set of hotels. by 08:00 Hrs in the morning



All calls received prior to 07:00 hrs will be taken by the telephone operators, who share the previous night sales figures with the competition hotels.



The operators will note down the data from the various hotels and give it to the business center/telephones/reservations (As decided by the Unit).

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 City comparison report 

The business center/telephones/reservations (As decided by the Unit) will make a note of ARR, Rev Par, Room Sold and occupancy percentage of the above mentioned hotels.



The Duty Manager will consolidate the figures in the comparative report and accordingly mark the position of the hotel in the market.

 Revenue management 

The report is also sent to the revenue / reservations manager of the unit for analysis and positioning.

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Standard Operating Procedure : EQUIPMENT ON RENT SOP No:

18

Issuing Department:

Effective Date :

Jan 2016

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

Standard: Commonly required business equipment needed for a short duration will be available for hire at the business center. Procedure:  Mobile phones / Laptops 

On receiving guest request for rental, the business center associate will inform the guest of the equipment models available and their rental charges.



Since it is outsourced, the business center associate will also inform the guest that the hotel would not be responsible for the kind of equipment as it depends on availability.



The guest will be requested to make an immediate payment or a paid out is raised (as per paid out procedure) against the room no.



The device will be delivered within 1-2 hrs.

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Standard Operating Procedure : BUSINESS EQUIPMENT UPKEEP SOP No:

19

Issuing Department:

Effective Date :

Jan 2016

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

Standard: Associate will ensure all the equipment will always be kept in a perfectly working order at all times. Procedure:  Shift start 

All equipment‟s will be checked at the start of the shift for upkeep and adherence to standards.

 Printers 

The printer will be kept free of dust and stains



The paper tray will always be at least ¾ full. It should never be empty.



The ink level will always be kept at least ½ full

 Scanners 

The scanner will be kept free of dust and stains.



The scanner lid will be kept closed when not in operation.

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

The glass top will be free of fingerprints and smears

 Photocopier 

The photocopier will be kept free of dust and stains.



The glass top will be free of fingerprints and smears.



The ink level will always be kept at least ½ full.

 Paper shredder 

The shredder basket will be kept empty.



The blades will be kept in perfect working order.



The shredder will work smoothly and without mechanical noises.

 Binding machine 

The binding machine is kept free of dust and stains.



All the punched paper pieces are cleaned after every use.



The punching blades are kept clean and free of grease.



It will only be used for punching holes in paper.

 Lamination machine 

The lamination machine will be powered off when not in use.



The heater coil and the roller will be kept clean and free of plastic residue and debris.



Only lamination sheets will be used in the machine.



The thermostat will be set minimum prior to starting the machine.

 Multi plug chargers 

All the plugs will be in perfect working condition.

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

The most common charging plugs will be made available to guests.



The plugs will be fitted properly and no loose hanging wires.



The charger station or tray will be kept clean and free from dust.

 Buzzers 

Guests are provided with buzzers in the Meeting Rooms which the guest rings in case of any kind of assistance required.



The guest also rings the buzzer for Tea/Coffee service.



The batteries should not be depleted and the device should be in perfect working condition.

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Standard Operating Procedure: PRESENTATION OF DOCUMENTS SOP No:

20

Issuing Department:

Effective Date :

Jan 2016

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

Standard: All documents will be presented in a professional and elegant manner Procedure:  Processing of documents 

For any paper material received from the guest, for processing, it will be processed as desired.



Faxing / Photocopying / Scanning etc. will be done discreetly and neatly.

 Return of documents 

All sets of paper will be returned with a paper clip and an envelope or sleeve folder for guest use.



All photocopied documents will be neatly separated and presented to the guest in two separate envelopes.

 Guest message 

The message will be printed on a message sheet by using the PMS.

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

The guest room no. and name will be printed on the message envelope prior to sending it to the room.



If the message taken is for a pre-arrival guest, the associate will put a pre-arrival trace.



The envelope itself will be kept in the Shift in-charge drawer at the front desk to present it to the guest during check in. A check in alert will be marked for all front office associates so as to hand over the message to the guest.

 Airline tickets 

Tickets will be printed & presented to the guest in an envelope & will be handled by Business Centre/Concierge.

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Standard Operating Procedure: Reading and Reference Material SOP No:

21

Issuing Department:

Effective Date :

Jan 2016

General Manager Signature :

Revision Date :

Front Office

Head of Department Signature :

Standard: The business center will have varied reading and reference material at hand for guest use Procedure:  Newspapers 

All copies of the daily newspaper will be elegantly displayed on the newspaper rack.



The newspapers will not be dog-eared or crushed.



The newspapers will be fresh and crisp.

 Business periodicals 

Weekly and monthly business periodicals will be arranged neatly in the business center.



The periodicals will be crisp and free of dog-ears

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 Coffee table books 

The coffee table books will be arranged in an attractive manner.



The books will be free of dust and stains.

 Local information 

The local information will be readily available at the business center.



The maps and brochures will be attractively and invitingly displayed.

Note: There will be a good stock of reference material for guest's convenience

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Standard Operating Procedure: Handling Cash Float SOP No:

22

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: Handling cash float, the cash impress / float will be maintained at the Front Desk and handed over with proper accounting to the next shift Procedure: Shift Handover 

Cash closing will be shift wise and the cash reading from the PMS must match with the physical cash



The Cash Drop Envelope will generally contain all the Cash collected during the shift, a copy of the settlement report on the basis of which cash is deposited, all foreign exchange alongwith a copy of the encashment certificate, a copy of the Paid-out voucher and any cheques received from individuals or companies against city ledger payments or as advances



Cash closing envelopes must carry all relevant transaction details 

Total collection during the shift



Total Foreign Exchange en-cashed during the shift



Total paid out during the shift (Collection – Encashment – Paid out = Net Remittance /

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Reimbursement) 

All the denominations of the deposit must be clearly mentioned in the prescribed place of the Cash Drop Envelope.



All excesses and shortages must be recorded in the Cash Handover Register and clearly indicated on the Cash Drop Envelope. All overages must be deposited along-with the cash collected during the shift.



All foreign currency along-with the Foreign Exchange Report & E.C.R must be sealed in the envelope and dropped shift wise.



It is mandatory for the Shift In-charge / Duty Manager to verify the contents before the envelope is sealed. The cashier preparing the envelope and the official verifying the contents must put their signatures at the designated place on the Cash Envelope to complete the process.



At the end of the shift Cash Envelope must be dropped in the Depositary Safe kept at the Lobby back office and must be witnessed by the Duty Manager / Sr. Front Office Staff / Security Supervisor. Under no circumstances the envelope is to be dropped in the absence of a witness. Security camera is required in this Process.



Cash drop must be recorded in the Cash Drop Register and duly witnessed and signed by Duty Manager / Sr. Front Office Staff / Security Supervisor. This is done to ensure that the Cash Envelope has indeed been dropped into the depository safe. Security camera is required in this Process.



Cash Hand-over / Take-over Register must be completed prior to the actual handover. At the time of hand over both the cashiers must sign on the relevant places clearly indicating who „handed over‟ and who „took over‟. Security camera required in this Process.



Any shortage in the cash would be the responsibility of the individual closing the shift and will be recovered from their salary.

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

Imprest amount must be accounted for and maintained properly at all times and under no circumstances Excess or Shortage in an Imprest would be acceptable. 1. All cash payments must be settled in the PMS right away, any excess discovered at the time of surprise audit will be forfeited and no queries would be entertained later.

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Standard Operating Procedure: Check Out SOP No:

23

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: CHECK OUT: The guest check-out will be taken professionally and effectively Procedure: Taking a check-out 

When the guest arrives at the desk, greet the guest “Good (Time of the day) (Guest name) How may I assist you?” In case of checkout:



Ask the guest for his room number and keys. ''May I request you for your room number and the room keys (Guest name)?”



Check for any mini-bar consumption by the guest. “Would you like me to post anything from your mini-bar (Guest name)?”



If yes post the applicable charges to the folio.



If guest would need any assistance with the baggage or transfer “I hope your baggage has

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been collected?” 

“Would you like me to organise a car for your transfer to the airport/railway station?”(if drop off request not featuring in the PMS)



Inform bell desk about the baggage to be collected after confirming the no. of pieces. Ensure that the bags are loaded in the boot before the guest approaches the porch



Inform the concierge to arrange for the airport assistance and to post the transfer charges in PMS (if transportation is not included in room rate)



Billing instructions and alerts for late checkout instructions to be checked (charge, half day, full day, complimentary etc) and accordingly charged.



Late c/out to be given complimentary till 1800 Hrs, post 1800 Hrs till 2000 Hrs Half day to be charged, post 2000Hrs full day will be applicable(same is not applicable for club guests)In case late check-out charges are applicable, inform the same to the guest. (Guest name) as confirmed to you, the additional charge for Half/full day has been posted to your room folio”



If the guest has already filled the guest feedback form in the room, thank the guest for his/her feedback. Offer the guest in-house feedback form. “(Guest name) May I request for your valuable feedback on your stay with us?”

a) Information Bills are given to the Guests prior to settlement and these are for information only. b) Final Bill to Guest must mention mode of settlement. c) All final bills to the guests (except for VVIPs) must be signed by the guests even when the bills are fully settled or transferable to the City Ledger. d) Bills to VVIPs are to be signed strictly as per the billing instructions. e) Guest‟s signatures must be obtained on final bills even for complimentary stay/ house use stay or on zero charge basis stay. Front Office SOP: Version 2 (2017)

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f) In case guest signatures are obtained on the information copy of the bill, it must be ensured that there are no changes to the bill whatsoever, and the copy of final invoice is attached to the information bill. g) Only in cases of Travel Agent‟s voucher settlement bills with specific instructions of not presenting individual bills to the guests, bills need not be signed by the guests. However, these must be signed by the Travel Agent‟s authorized representative. 

Present the bill to the guest in a leather folder with standard Hotel Pen “May I request you to please go through the charges and acknowledge the same.”



If the guest approves the charges, request for guest‟s mode of settlement “Would the bill be all right sir. How would you wish to settle these charges?”



If the entire charges have to be settled by the Company, then inform the same to the guest. “(Guest Name) the bills will be forwarded to your company for settlement.”



"Thank you for staying with us (Guest name). We look forward to welcoming you back at (Hotel Name)”



(Do not ask the guest for his/her preferred mode of payment until or unless he has taken any paid out against the room in the case of BTC case)Show a check- out in the PMS. The guest folio (guest copy of the information invoice) is automatically printed. Once a check-out is shown in the PMS and the room keys are automatically deactivated



For all modes of payments, fold the guest folio in three folds, along with the charge slip/ cash receipt (if any) and place it in the standard check- out envelope. If guest would like the supporting vouchers (checks) for the guest folio.



“Would you require supporting vouchers along with the bill?”



If yes, then retrieve the same from the designated storage area behind the Cashier's desk. Staple all the supporting vouchers together at the left top corner, fold them neatly and place them in the check- out envelope along with the guest folio

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

Present the check- out envelope to the guest with the credit card (if any) with both the hand



Offer any further assistance that the guest may require. “Would you require any further assistance (Guest Name)”



Offer an invitation to return, and thank the guest by saying



“Thank you for staying with us (Guest Name). We look forward to welcoming you back at (hotel name)”



Departure escorting to be done till the porch by a GRE (Guest Relations Executive)



“Allow me to walk you (Guest Name)”



In case the guest has requested for transfer assistance then make the guest comfortable in the car (ready at the porch) and inform that the baggage has already been loaded, give a fond farewell, wish a pleasant journey to the guest and wait till the car leaves the porch



Night Auditor must verify guest signature on the final/ information bill with the Registration Cards

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Standard Operating Procedure: Settling Of Bills SOP No:

24

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: SETTLING OF BILLS: All bills will be handled as per procedure and efficiently. Procedure: By cash a) Standard Front Desk/In Room Check Out procedure to be followed b) Once the guest is satisfied with the bill copy, mode of settlement to be reconfirmed c) The Cash collected from the guest should be counted very carefully on top of the counter and the amount of bill and cash to be tallied. d) The amount collected from the guest to be announced back to the guest. e) If any balance is due the same to be returned on A5 leather folder to the guest along with the copy of his bills in a departure envelope. f) Bills to be settled under the CASH heading of the payment feature in PMS. g) If an Indian national is paying INR 25000 or more in cash then a Permanent account no.

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(PAN NO) to be taken and entered while marking a payment in PMS, Also a copy of the PAN Card to be attached with the receipt. If the guest does not have Pan no then he has to fill Form 60. The same is a legal requirement. h) If the guest has opted for an In Room Check Out the cash balance if any to be presented with the Invoice Copy in an A5 leather folder, once the guest is in the Lobby. i) The guest to be thanked for staying with (Hotel name) and bid a fond farewell. j) The guest to be escorted till the car by Guest Relations and ensure the guest leaves the hotel with a smile DO’s a) The cash must be counted very carefully in presence of the guest. b) The person should focus on the transaction and keep a check of any counterfeit currency. c) Any currency being returned to the guest should be properly checked and returned on a leather folder. d) The copy of the invoice must be folded neatly with three quarterly halves and put in a departure envelope. e) Ensure the leather tray is in a presentable condition OPERATIONAL PROCEDURES a) Cash collected at departure to be posted in the Property Management System (PMS) immediately under the heading PAYMENT. b) Front Office cashier to check at the end of shift for all such cash transactions and tally the imp rest accordingly. c) A check out to be shown once the bill has been settled by cash and invoice handed over to the guest. Front Office SOP: Version 2 (2017)

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Procedure: By Credit Card a) Standard Front Desk/In Room Check Out procedure to be followed. b) Once the guest is satisfied with the bill copy, mode of settlement to be reconfirmed. c) Once the guest provides a credit card the name and signatures on the back must be tallied with the Property Management System. In case of an In-Room check out the details like name of the guest and card holder to be tallied with the invoice copy. d) Check with the guest which currency would he/she would like to be charged in, In case the guest agrees for Foreign currency the credit card to be swiped on the DCC machine e) If authorization has already been taken on the credit card then the same to be checked on the PMS and charges to be processed in „OFFLINE‟ mode on the EDC under the authorization code previously taken. f) If authorization is not taken charges to be processed on „ONLINE‟ mode and direct 'SALE‟ to be raised on the EDC. g) Signatures to be taken on the charge slip which is the Merchant copy. h) Customer copy of the charge slip must be neatly stapled to the top left hand corner of the invoice, along with the copy of bills that is to be given to the guest. In case of an In room Check Out the guest copy of the bill to be handed over in the Lobby at the time of guest departure i) Bill to be settled on the system under the respective credit card headings. 

Master Card - MC



Diners Card - DC



American Express – AX



Visa Card – VA



Maestro – MA

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j) The guest to be thanked for staying with “The Orchid (City)” and bid a fond farewell. k) The guest to be escorted till the car by Guest Relations and ensure the guest leaves the hotel with a smile DO’s a) Credit Card details must be tallied with the PMS System very carefully. b) The signature must be taken on the correct copy i.e. (Merchant Copy). c) The Charge slip must be stapled on the top left hand corner of the invoice d) The correct settlement to be done on PMS as per the Credit Card charged. e) Always check with the guest if he would like the credit card to be charged in Indian Rupees or Foreign Currency. DON’T’s a) Guest not to be forced to pay in foreign currency and should be charged in the currency of his/her choice Standard check out procedure to be followed. b) Billing instructions to be informed to the guest if anything is to be settled directly it needs to be announced to the guest and reconfirmed. c) If the entire bill has to be sent to the Co., then the billing should be announced accordingly. d) If the bills are being transferred to city ledger, ensure the company should be on the credit list of the hotel. e) Once the guest is satisfied with his bills, signatures should to be taken on the bill which is sent to the company and a copy must be handed over to the guest. f) Bill to be settled on the system under the city ledger/BTC heading and a copy of the billing letter/fax to be attached with the settled bill. Any charges direct payment should be signed by the guest and settled separately. g) If Bill to co. Fax/ letter is not received and the guest insists on bills to be sent to the company. Then the same needs approval by the Duty Manager and the Sales Manager/Credit Manager. Forwarding address for the bills to be confirmed with the guest.

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h) Incase if any last minute billing instructions are given by the Sales Manager, the same must be informed to the Duty Manager before transferring the bill to city ledger. i) Bills should never be transferred to city ledger without proper billing instructions. DO’s a) Billing instructions to be thoroughly checked. b) Correspondence/ Fax should be attached when the bill is transferred to City Ledger. c) The Duty/ Sales/ Credit managers must be informed, incase no prior intimation for bill to company. d) Ensure the billing instructions is tallied carefully from the PMS and the Correspondence. DON’T’s Do not transfer the bill to the city ledger without ensuring the company is on the hotel credit list or not Procedure: By foreign exchange a) Standard Front Desk/In Room Check Out procedure to be followed. b) Once the guest is satisfied with the bill copy, mode of settlement to be reconfirmed. c) The Foreign Exchange Rate must be informed to the guest before making any transaction and the guest to be informed of the equivalent amount in FOREX to his bill. d) Foreign Exchange collected from the guest should be counted very carefully and should be announced to the guest. Encashment Certificate to be raised and signed by the guest. In the case of an In Room Check Out the guest to be apprised that a copy of the encashment would be provided at the time of departure. e) If the bill amount is more than USD 200 equivalent of rupees then the passport copy to be taken and same to be attached with the copy of encashment certificate. f) Balance amount if any to be returned to the guest in Indian Rupees on a leather tray. Front Office SOP: Version 2 (2017)

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g) Bill to be settled on the system under the “CASH” heading mentioning the encashment no. h) A copy of the encashment certificate to be signed by the Cashier and given with the invoice to the guest in the Departure Envelope DO’s a) The updated foreign exchange rates/sheet to be always present with the Cashier. b) Exchange rate to be announced to the guest before carrying out the transaction c) The encashment to be signed by the Guest and Cashier in duplicate. d) Ensure the balance is counted and tallied with the system in front of the guest. Ensure a passport copy is taken in case the amount exceeds equivalent of USD200 Procedure: Bills by Third Party Payment a) Standard check out procedures to be followed. b) Billing instructions to be informed to the guest, if anything is to be settled directly it needs to be announced to the guest and reconfirmed. c) If the entire bill is being charged to the Co. /Travel Agent /Third Party (Credit Card), then the billing should be announced accordingly. d) Once the guest is satisfied with his bills, signatures should be taken on the folio which is sent to the Company and incase a Travel Agent is settling through (Third Party Credit Card) folio is not to be presented. e) Bills to be settled on the EDC in an offline mode and the copy of Third Party authorization to be attached with the invoice. f) Bills settled by the Third Party should never be presented to the guest and the bill which is on direct payment should only be handed over.

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g) Bills should never be charged to the Third Party Credit Card without proper billing instructions and authorization DO’s a) Billing instructions to be thoroughly checked. b) Correspondence/ Fax of the Third Party Authorization should be attached with the bill. c) Guest should only be presented the invoice which has been settled directly. DON’T’s Never charge a third party credit card without a proper authorization Procedure: By Travel Agent a) Standard check out procedure to be followed. b) Billing details as to what all is being sent to the Travel Agency and what all is to be settled directly by the guest to be announced to the guest and reconfirmed, where it is only Room + Taxes to Travel Agency and partial bill on direct payment. If entire bill to be sent to the travel agent, then the billing to be announced accordingly. c) The Travel Agent Voucher should be collected from the guest with their signature at the back to reimburse the charges from the Travel Agency. d) As per the Travel Agent voucher, all the charges must be routed in a separate window and the bill for the same should never be presented to the guest. e) The room rate should never appear on the invoice copy that is been presented to the guest. f) In case of any direct payment, bill for the same only should be handed over to the guest. g) Charges for the direct payment must be settled in a separate window as per the mode of settlement whereas the Travel Agent voucher/charges should be settled in a separate window Front Office SOP: Version 2 (2017)

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under the heading “Bill to Travel Agent”. DO’s a) The Travel Agent Invoice (bill) should never be presented or disclosed to the guest under any circumstances. DON’T’s The negotiated rate should never be presented to the guest either at Check In or Check Out Procedure: For Complimentary /House Use guests a) Standard Check out procedure to be followed. b) Billing instructions to be informed to the guest if anything is to be settled directly it needs to be announced to the guest and reconfirmed. c) Billing instructions to be correctly checked and allowances to be passed accordingly. All the allowance should have proper supplements updated for reference. d) Depending on the billing instructions a signature might be or might not be required. In the case when no signature is required bill should not be presented to the guest. If for accounting reasons finance requires a signed invoice copy then only bill to be presented to the guest. e) If the entire bill is on Complimentary basis, then the guest must be informed accordingly. The cashier to ensure extreme care is taken while handling such guests as they might be high profile guests booked through the Corporate Office or might be guests who have faced service related issues and have been extended a complimentary stay. f) All the allowances to be passed off as rebates as they have corresponding billing instructions. g) In the case of any dispute with such guests Duty Manager to be informed immediately, so that a corrective action is taken. DO’s a) Billing instructions to be thoroughly checked. Front Office SOP: Version 2 (2017)

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b) In case of only room + taxes on complimentary basis, the rest of the payment should be charged accordingly as per the mode of payment provided by the guest. c) Allowances must be passed at the time of Check – Out, without any delay. If any ambiguity in the billing, a pay master to be made after informing the Duty – Manager Procedure: For Longstayers a) Standard check out procedure to be followed. b) Billing instructions to be informed to the guest if anything is to be settled directly it needs to be announced to the guest and reconfirmed. c) The invoice to be checked if all the Long Staying discounts have already been passed and if any discounts pending the same should be posted accordingly. d) Once the guest is satisfied with his bills, signatures should to be taken on the bill which is sent to the company and a copy must be handed over to the guest. e) The Check - Out is to be shown only after all the bills have been settled by the guest as per the mode of settlement. f) A fond farewell by the Duty Manager/Assistant Manager to be given to the guest. Depending on the guest profile, amenity may be given after consulting the FOM/EAM. DO’s a) The billing instructions must be thoroughly checked. b) Routing only to be done to the respective Pay Master for the group. c) Individual settings must be shown before the check out of the group. d) The Travel Agent Voucher must be signed by the Travel Agent at the time of Check – In of the group. Front Office SOP: Version 2 (2017)

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The correspondence must always be attached to the invoice Procedure: For a Skipper a) If the guest room appears in the Housekeeping Discrepancy Report** or while checking the Red Flag report** by the Duty Manager and Security and if the room is found to be Vacant. b) On finding the guest room physically vacant but the status showing as occupied in the PMS* the pending charges to be checked and a PM* to be made after updating the billing instructions. c) Concerned Sales Manager/Company/Travel Agency/Booker to be informed of the guest being a skipper by the Duty Manager. d) If a mode of payment is on the system a settlement should be done against the same. e) If no mode of payment provided arrange alternate mode of settlement by trying to establish a contact with the skipper guest or any of his colleagues/family/company. f) The guest to be strictly told of legal actions pertaining to non settlement of dues by the Duty Manager in presence of Security Manager. g) If partial settlement being done by the guest then the same to be approved by the General Manager/EAM/Front Office Manager. DO’s a) If a skipper guest is discovered the Duty Manager immediately must be informed by all concerned. b) The booker/company must be immediately informed and the guest to be traced for the settlement of the bill. c) If the mode of payment is provided, then the invoice should be settled as per the mode of settlement.

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Skipper can be of two types: - Signature skipper and Amount Skipper Procedure: For Group Bills a) Standard check out procedure to be followed. b) According to billing instructions, routing of the charges to be done for the entire Group to the Pay Master (PM). The same helps in segregating all the charges as per the billing. c) In case of a travel agency the voucher to be signed by the Travel Agent accompanying the group. For Bills to Company, the bills to be handled as per the Group Resume/Folder. d) All guests / group members to be given their individual charges as per the billing instructions and settled individually as per the mode of settlement. e) For larger group departure, bills to be kept ready on prior basis. f) Check out time must be reconfirmed for the entire group to ensure a smooth checkout. g) Pay Master check out to be shown once all the individual group bills have been settled. h) Travel Agent Voucher/Bill To Co to be attached with the folios for the reference of audit and finance. DO’s a) The billing instructions must be thoroughly checked. b) Routing only to be done to the respective Pay Master for the group. c) Individual settings must be shown before the check out of the group. d) The Travel Agent Voucher must be signed by the Travel Agent at the time of Check – In of the group. e) The correspondence must always be attached to the invoice.

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DON’T’s No direct posting to be done in the Pay Master without checking from the Group Leader

Procedure: Incognito Departure a) As the guest approaches the Front Desk, guest to be greeted as per the time of the day without using the name. The same is done not to disclose guest identity in case of another guest standing nearby. b) Enquire if the guest has had a pleasant stay in the hotel. Should the feedback be positive, thank the guest and express a desire to welcome the guest back in future. Should the feedback have concerns, listen carefully to the guest and inform the Duty Manager. c) It would be appropriate to inform the guest that you are communicating the concern to the Duty Manager. This would not give the guest a negative impression to find the team member talking softly on the phone while conversing with the Duty Manager in the presence of the guest. d) Team Member must give an accurate and complete account of guest feedback to the Duty Manager to avoid the guest repeat the concern. It would also allow the Duty Manager time to explore possibilities of service recovery. e) Information invoice to be kept ready for the reference of the Duty Manager. Should the Duty Manager suggest removing any transactions or passing discounts, necessary changes to be done f) Guest to be informed that the hotel vehicle requested for has arrived at the main porch (as per Departure Call procedure). Should there be no prior request for a vehicle, enquire with the guest for any such requirement and inform the Concierge accordingly.

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g) Car hire charges to be included in the guest folio for any last minute vehicle requests. h) Amended Information invoice to be presented to the guest. If the guest feedback was positive at the beginning, information invoices to be directly presented for verification. Standard folder and hotel pen to be used. i) Any queries or disputes the guest may have in regards to a transaction featuring in the folio to be accurately answered. Assistance from Duty Manager may be sought if required. j) Guest to be requested for signatures on the information invoice post verification. k) Mode of settlement to be reconfirmed with the guest and settlement of outstanding charges to be reflected. This may be done through cash, credit card, foreign exchange or city ledger. l) Post reflection of settlement on the PMS, two copies of zero balance folios shall automatically be printed. These copies shall have a PMS generated folio number printed on them which is otherwise blank on the Information invoice. One copy to be attached to the signed information invoice for internal records while the second copy is a guest copy, to be neatly folded as per standard and handed over in an envelope. m) All supporting vouchers pertaining to the guest must be kept within the same envelope as a default standard. n) Guest must be thanked for staying at (Hotel Name) and a desire to welcome back the guest must be expressed. o) Guest Relations to escort the guest to the main porch and coordinate luggage placement. p) The entire process to be expedited, to ensure the guest does not have to wait at the Front Desk for check out. The Incognito request to be removed from the profile and to be updated in the Profile Notes for any future reference Procedure: Charge to another in-house guest Front Office SOP: Version 2 (2017)

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Standard Operating Procedure: Doing Foreign Exchange SOP No:

25

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

i) Ensure the paying guest signs the authorization form and this instruction is clear on both guest folios. ii) The guest should sign the hotel bill and it should be attached to the paying guest‟s registration card for reference. The amount should be transferred to the paying guest.

Standard: DOING FOREIGN EXCHANGE: Cashiers will ensure the Foreign Exchange is handled in a prompt and efficient manner in order to fulfill the guest needs at all times. Procedure: Handling foreign currency a) “Good (Time of the Day) (Guest Name) How may I assist you?” b) Ensure that the guest is registered client of the hotel and only exchange from foreign currency to Indian currency as per license. c) “May I request you for your room number” d) How much and what currency the guest would like to change? e) “May I request you for the currency that you would like to change”

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f) Count and reconfirm the amount and type of currency in front of the guest g) Go to the PMS Screen and select cashiering h) Go to cashier functions and select currency exchange. 

Enter the room number



Enter the Guest‟s Name



Select the Currency code



Select the Exchange type



Enter the currency amount



Enter the denominations in the supplement screen



Print a copy of the encashment certificate comprising of three columns A, B and C



In case a guest is settling bills using foreign currency, please ensure that part B of the encashment certificate is filled in with the exact amount of the final bill



Part A will comprise of the total of the foreign currency, Part B will show the total bill amount and Part C will show A – B which will be the total amount of money in Indian Rupees given back to the guest.



Confirm amount of exchange and obtain guest signature.



Rates to be updated by the Finance Team on the PMS & Cashier on the Manual board.



“ Kindly note that the rate of the exchange for (Currency) would be (Amount) Please note I would give you INR< > for the exchange of (number)(currency)”



Cashier should also sign on both the copies.



Give guest a copy of the exchange voucher and attach the second copy with the currency for auditing.



In case if the guest questions, why is the rate lower than the bank? Please reassure the guest that



“(Guest’s name) The rate is very competitive and we do not charge any commission.”

Copy of passport if denomination in INR exceeds more than Rs. 8000/-

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Standard Operating Procedure: Express Checkout SOP No:

26

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: EXPRESS CHECKOUT: Express checkout will be accorded to the guests when the guests do not wish to settle the charges at the desk Procedure: Express check-out a) A common pre-departure activity involves producing and distributing guest folios to guests expected to checkout. Front office staff, housekeeping staff, or even hotel security staff may quietly slip printed folios under the guest room doors of expected checkouts, making sure that guest‟s folio cannot be seen or reached from outside the room. b) Express checkout forms may include a note-requesting guest to notify the front desk if departure plans change. This procedure usually reminds and encourages guests to notify the front desk of any problems in departure before the hotel‟s checkout time. c) On completing the form, the guest deposits the express checkout form at the front desk at the time of departure.

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d) After the guest has left, the front office completes the guest‟s checkout by transferring the outstanding guest folio balance to a previously authorized method of settlement. e) Any additional charges the guest makes before leaving the hotel (telephone calls, for example) will be added to his /her folio before the front desk agent brings the account to a zero balance via account transfer. f) Due to the possible occurrence of late charges, the amount due on the guest‟s copy of the express checkout folio may not equal the amount applied to the guest‟s credit card account. This possibility should be clearly stated on the express checkout form to minimize later confusion. g) When late charges are added to the account, a copy of the updated folio should be mailed to the guest so that he or she has an accurate record of the stay. In this way, the guest is not surprised when his/ her credit card billing arrives with a different amount. h) For an express checkout procedure to be effective, the front office must have captured accurate guest settlement information during registration. The front desk agent must be sure to relay room status information to the housekeeping department as soon as an express checkout form is received

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Standard Operating Procedure: Safety Deposit Lockers SOP No:

27

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: SAFETY DEPOSIT LOCKERS: Apart from the “In room Safe”, the hotel will provide the guests with a safety deposit locker facility for their valuables. Procedure: Safe deposit Locker (SDL) Hotel guests are encouraged to make use of the free deposit locker facilities provided for the security of their valuable, which are located at the front desk. The hotel is not liable for loss of valuables, and should inform to guests the procedures for the issue & use of Safe Deposit Lockers. Procedure: a) Associate will ask the guest to fill the form. b) When guest wants to use the Safe Deposit Locker, front desk staff should request the guest to fill the SDL form which includes 

The name and address of the guest



Room number



Date and time opened

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

Locker number



Guest Signature



The SDL form will show the terms and conditions of the safe deposit locker.



Issue of Safe Deposit Locker Procedure

c) Associate will get the appropriate SDL form for the guest to sign. d) He / she will check whether the signature is the same as the specimen signature. e) He /s he will write the time of the locker being retrieved, on the SDL card f) Associate will ensure to get the guest‟s SDL key and open the locker by using both the master key and the guest‟s key. g) Associate will give the locker to the guest. h) Associate will ensure that any staff never opens the guest‟s SDL at any time. i) When the guest has placed his/her valuables in the Locker, associate will ensure the box is placed back in the locker slot at the right place. j) Each time that the locker is to be operated by the guest, a corresponding entry will be made in the SDL form which is signed by the guest. Associate will lock the door and return the key to the guest Procedure: Returning of the safe deposit locker (closing of locker) a) The SDL form is to be signed on the column for locker closure. b) Associate will check if the locker returned is empty. He /she will put the key back to the key slot.

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Standard Operating Procedure: Handle Cashier Audit SOP No:

28

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: HANDLE CASHIER AUDIT: Cashier audit will be done at the end of each shift. Procedure: Cashier audit a) At the end of the shift, the cashier has to ensure that all transactions made are the same as recorded in computer and all cashiers must do a „Cashier Audit‟ b) Collect all audit copies of checks posted by the terminal signed on with your initials and sort them by their transaction codes. c) Add up for each kind of check and the total should match with the amount in the „Audit Balance‟ (by transaction code). d) System will show “Close Cashier” and an audit balance and ledger by department code reports must be printed. Front Office SOP: Version 2 (2017)

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Standard Operating Procedure: Updations Of Foreign Exchange Rates SOP No:

29

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

e) If the figure does not match with the system, the correct figure needs to be balanced before you go off duty. The audit balance report needs to be given to accounts on daily basis.

Standard: UPDATION OF FOREIGN EXCHANGE RATES: Foreign exchange rates are updated daily to inform guests of the applicable exchange rates of the day. Procedure: Foreign Exchange rates a) The Company has franchise agreement with Foreign Currency Exchanger b) As per this agreement our units can only buy foreign currencies from the guests c) Units are not allowed to sell foreign currency to anyone d) Our Forex Agencies send foreign currency exchange rate on daily basis to Finance Department of the hotel and the same is updated by them Night Auditor must ensure that the rates were updated correctly and in a timely manner Front Office SOP: Version 2 (2017)

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Standard Operating Procedure: Guest Dispute On Departure SOP No:

30

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: GUEST DISPUTE ON DEPARTURE: Incase of any guest dispute during the course of the guest check out, it will be brought to the Management Notice. a) Procedure: Should there be a dispute of any posting in the guest invoice, Duty Manager to be informed immediately for the same. b) Any queries or disputes the guest may have in regards to a transaction featuring in the folio to be accurately answered. Duty Manager may sought assistance of the concerned outlet or POS Manager‟s if required. c) Duty Manager to check the Signatures of the guest on the POS checks and tally the same with the signature on the registration card or the invoice. d) Should there be a dispute on the Room Rate, the correspondence to be checked by the staff and Duty Manager to take a decision accordingly. e) At no point should the staff argue with the guest but the situation must be handled calmly and professionally. f) Guest to be requested for signatures on the information invoice post verification of the bill by Front Office SOP: Version 2 (2017)

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the Duty Manager and guest to be politely informed of the rectification Minibar Dispute: a) Should there be personal bar transactions on the departure date, the same not to be checked with the guest. b) Incase of any dispute for the personal bar the charges from existing folio to be moved to another window, Duty Manager to be informed by the Front Desk cashier should the amount exceed INR 2000. c) Front Desk cashier should never argue with the guest for the charges pertaining to the personal bar. d) At no point should the guest be made to feel he is being forced to pay the charges or guest should not be inconvenienced in such a situation. Guest word to be taken as final without challenging in the case of personal bar consumption. e) A folio of the disputed window for the mini bar charges to be printed by the cashier from the PMS and guest to be requested politely for signature mentioning the dispute reason. All such folios post shift to be signed by the Cashier and authorized by the Duty Manager

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Standard Operating Procedure: Group Departure SOP No:

31

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: GROUP DEPARTURE: The group bills will be settled in a proficient way through, the provided mode of settlement as per the contract Procedure: Standard check out procedure to be followed. a) According to billing instructions, routing of the charges to be done for the entire Group to the Pay Master (PM). The same helps in segregating all the charges as per the billing. b) In case of a travel agency the voucher to be signed by the Travel Agent accompanying the group. For Bills to Company, the bills to be handled as per the Group Resume/Folder. c) All guests / group members to be given their individual charges as per the billing instructions and settled individually as per the mode of settlement. d) For larger group departure, bills to be kept ready on prior basis. e) Check out time must be reconfirmed for the entire group to ensure a smooth checkout. f) Pay Master check out to be shown once all the individual group bills have been settled. g) Travel Agent Voucher/Bill To Co to be attached with the folios for the reference of audit and

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finance.

DO’s a) The billing instructions must be thoroughly checked. b) Routing only to be done to the respective Pay Master for the group. c) Individual settings must be shown before the check out of the group. d) The Travel Agent Voucher must be signed by the Travel Agent at the time of Check – In of the group. e) The correspondence must always be attached to the invoice. DON’T’s No direct posting to be done in the Pay Master without checking from the Group Leader

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Standard Operating Procedure Early Check In, Late Check Out, Day Use SOP No:

32

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: EARLY CHECK IN, LATE CHECK OUT, DAY USE: Associates should adhere to the polices for the purpose of charging for early check-ins, late checkouts and day use rooms Procedure: Early Check in a) Check in before 6AM - 100% of Day’s BAR Check in between 6AM – 12noon -Complimentary, subject to availability Procedure: Late Check out a) Check out after 9PM – 100% of Day’s BAR b) Check out between 6PM and 9 PM – 50% of BAR Check out up to 6PM – Complimentary, subject to availability Procedure: Day Use

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a) 0 to 6 hours (between 9AM & 9PM) – 50% of day’s BAR More than 6 Hours – 100% of Day’s BAR, on discretion of the FOM. a) It will be ensured that the complimentary early check-ins and late checkouts will always be subject to availability and the reservation confirmation sent to the guest must explicitly mention this clause. In case the guest desires to have confirmed early check in between 12 am and 6 am or late check out between 6pm to 12 pm, a charge of 50% of the day‟s BAR will be applicable or a special rate on discretion of FOM/AFOM. b) Keeping in mind the flight schedules and other arrival and departure trends, if any Unit wants to follow time slabs which are not in line with the grid above, they have to recommend a modified time slab grid to the President. The grid recommended by the Unit can be followed only upon written approval of the President. c) System shall ensure that the waiver of any stipulated charge is documented on the registration card and is authorized in accordance with the policy on Complimentary and House Use Rooms. The Night/ Income Auditor will check adherence to this SOP on a daily basis and exceptions must be highlighted to the Financial Controller and the General Manager.

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Standard Operating Procedure Departure When PMS Is Down SOP No:

33

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: DEPARTURE WHEN PMS IS DOWN: Guest will have a speedy seamless check-out with minimal time usage even in case of PMS not available Procedure: (In room check out) PMS Down – Unplanned a) Front desk / Cashiers must print the open balance report for the same day with payment method shown and final balance due. This report must be printed at the beginning of every shift. b) On call received from operators mentioning guest is ready for check out FOA must carry a copy of report and registration card along when going to the guest‟s room. c) On presenting the copy of open balance report to the guest, FOA must apologize and explain the reason of not showing an individual guest folio. FOA to use the following phraseology: d) Dear (Guest Name), unfortunately due to our main system temporarily out of order, we are unable to present you the final information invoice. Instead, I have the total amount due figures, as of 0700 hrs this morning. May I kindly request you to confirm the total amount

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due on the information invoice sent to your room last night? Also is there is any mini bar consumption since yesterday evening? e) Incase guest is not happy with the outcome offered, apologize to guest and ask if they wish to speak to the Duty Manager. f) If guest agrees with the option offered, in case of credit card settlement confirm with guest if he wishes to use the same credit card on file else request for details of the different credit card. g) In case of cash settlement, FOA must carry the cash difference between the deposit received on check – in and final amount due on information invoice. Some extra cash for change could also be carried. h) FOA associate must also inform the guest that their final invoice copy and receipt will be sent to them via post. i) FOA must confirm the address on which guest wishes to have their invoice sent. Address must be cross verified with guest by referring to registration card. FOA to use the following phraseology: “May I also inform you that the final invoice and receipt will be sent to the address on file via post? Please kindly confirm the address you wish to have the invoice sent {associate must present the registration card}” Procedure: (In Room check out) PMS DOWN- PLANNED a) Front desk / Cashiers must print the information invoice for all due out rooms at least an hour before the system becomes unavailable. Information invoices must be segregated alphabetically with an open balance report printed alphabetically as well. b) On call received from operators mentioning guest is ready for check out FOA must carry the information invoice along when going to the guest‟s room.

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c) On presenting the pre printed information invoice FOA to use the following phraseology: “(Guest name), could you please confirm if there is any mini bar since yesterday evening? (Action accordingly) May I kindly request you to confirm the charges and total amount due on the information invoice and sign on the bottom?” d) In case of credit card settlement confirm with guest if he wishes to use the same credit card on file else request for details of the different credit card. e) In case of cash settlement, FOA must carry the cash difference between the deposit received on check – in and final amount due on information invoice. Some extra cash for change could also be carried. f) FOA associate must also inform the guest that their final invoice copy and receipt will be sent to them via post. g) FOA must confirm the address on which guest wishes to have their invoice sent. Address must be cross verified with guest by referring to information invoice or registration card. FOA to use the following phraseology: h) “May I also inform you that the final invoice and receipt will be sent to the address on file via post? Please kindly confirm the address you wish to have the invoice sent {associate must present the registration card}” In regards to check out on reception desk, front office associate/cashier must follow the similar procedure as in – room check out with the only alteration of conducting the procedure on reception desk.

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Standard Operating Procedure Allowances SOP No:

34

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: ALLOWANCES: Allowance may be made in accordance with the authority levels for valid business reasons. Procedure: Guest Ledger Allowances a) Guest Ledger Allowances are those allowances which are made when it becomes apparent that a Guest has been overcharged for a particular item. This could be due to a wrong room rate being applied to a guest folio or overcharged revenues of F&B and Minor Operating Departments. b) Following authority matrix will be always adhered to : 

Up to Rs. 4000/- = Front Office Manager/Credit Manager



Up to Rs. 8000/- = EAM/Resident Manager/Financial Controller



Up to Rs. 20000/- = General Manager/Financial Controller



Up to Rs. 50000/- = GM



More than Rs.50000 /- = GM

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c) The Front Office Cashier dealing with the guest will prepare the Allowance Voucher with name of guest, room number, date, reason for rebate and amount concerned, initialing the voucher d) The voucher will then be authorized in accordance with above schedule. e) The Front Office Cashier will credit the guest folio accordingly. f) The Night Auditor/ Income Auditor will check all Allowance Vouchers. g) On the following day the Income Auditor will present the Allowance Voucher with Allowances Summary of the day to the Financial Controller and General Manager for counter-approval. h) F&B Outlet or Minor Operating Department charges posted to the wrong folio must not be allowanced. If a charge has been posted to the wrong folio, then it must be investigated and transferred to the correct folio. If the guest to whom the charge in question corresponds is no longer in the hotel then the amount should be transferred to a blank continuation folio for further investigation, subsequent transfer to city ledger and eventual billing to the guest. No negation of entries would be allowed. If any negation entry has been made inadvertently, it must be ratified by the Rooms Division Manager and the Financial Controller. Procedure: City Ledger Allowances a) City Ledger Allowances are made when it becomes apparent that a debtor has been overcharged for a particular item. The most frequent causes of rebates are as follows: 

Wrong room being posted.



Too many rooms being charged on group billings.



No complimentary room being allowed on group billings



Wrong head count or meal price on group meals billings



Wrong head count or meal price on banquet charges

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b) When a City Ledger Allowance is to be passed following procedure is to be observed : Amount of Allowance

Upto Rs.20000/-

Initiated by

Approved By

HOD of the concerned

Financial Controller and

Revenue Stream and Credit General Manager Manager

More than Rs. 20000/-

Financial Controller

General Manager

c) The Accounts Receivable Supervisor will arrange for an Allowance Voucher to be prepared with name of guest or company, account number, date, reason for allowance and amount concerned, initialling the voucher. d) The Allowance voucher and relevant supporting documentation will be presented to the Financial Controller for authorization and endorsement. e) All allowances must be investigated by the F&B Controller/ Night Auditor for genuineness of the reasons. f) The City Ledger staff will credit the appropriate city ledger account. The Allowance Voucher will be presented on the same day to the General Manager for counter approval. All City Ledger allowances must have Credit Manager and General Manager‟s approval. F&B Outlet or Minor Operating Department charges posted to the wrong guest folio and/or to the wrong city ledger account shall not be rebated. If a charge has been debited to the wrong

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Standard Operating Procedure: Interim And High Value Bills SOP No:

35

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

account then it must be investigated and transferred to the correct account and be re-invoiced.

Standard: INTERIM AND HIGH VALUE BILLS: High value bills will be settled from time to time to prevent huge dues and extending of too much credit. Procedure: Interim Bills a) Need for interim bills arise mainly for long stay guests. b) For all Long stay guests, billing instructions must be strictly followed. c) For any deviation from the billing instructions, which may be on request of the guest, an addendum or a fresh billing instruction must be obtained. d) Irrespective of duration mentioned in Billing Instruction, bills of all long stay guests must be closed every week in form of Interim Bills. e) Night/ Income Auditor will verify above two conditions everyday and report any deviation to the Financial Controller.

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f) All Interim bills must be numbered as regular bills and should not be an Information Bill. g) A copy of such Interim Bill must be signed by the guests. h) Accounts department must investigate particularly any transfer entry or wrong folio adjustment entries. i) The Accounts Department will decide, depending on the Billing Instruction, whether Interim Bill needs to be transferred to City Ledger or to continue in Guest Ledger. For Direct payment or settlement through Credit card billing instructions cases, all Interim Bills or such charges therein must be settled immediately Procedure: High Value Bills a) In case there is any transaction of more than Rs. 50,000 at any of the point of sales including restaurants, Spa and Gift Shop which the guest wishes to settle it to his room, the Restaurant/ Spa or Gift Shop Manager would instantaneously alert the Front Office Manager who in turn will check the credit worthiness of the guest based on his profile of the guest and other parameters such as scanty baggage etc, and allow the charge to be posted to the room. In case there is any doubt about the credit worthiness of the guest, the Front Office Manager would ensure that additional on line authorization is obtained for the amount of transaction, instantaneously. Alternatively, the F&B Manager shall politely request the guest to settle the charge directly instead of posting it to the room.

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Standard Operating Procedure – IOUs SOP No:

36

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: IOUs can be raised for urgent and specific reasons as authorized by the FOM/FC/General Manager. Procedure: a) Any request for an IOU can be made only in format as annexed. (Annexure 1) b) Reasons for applying for IOU and the period by which it will be cleared must be clearly stated in the IOU Form. c) IOU must be approved by HOD and Financial Controller/ General Manager. HOD along with Financial Controller can approve IOU up to Rs. 30,000/-. Any IOU above this amount must be approved by the General Manager. d) Cash on IOU will be given only by General Cashier or from Imprest of Front Office Cash. However, Cash can be given from Front Office Imprest only during the non-working time of

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General Cashier. e) If any IOU is given from Front Office Imprest, Front Office shall clear its cash position with General Cashier immediately on the following day. No IOU must be kept pending at Front Office beyond a working day f) All IOUs must be cleared within 48 hours of cash being taken on it. g) In case IOU is not cleared within 48 hours, a fresh approval from the General Manager must be taken. h) It is General Cashier‟s duty to see that all IOUs are cleared within stipulated time; else H R Department must be advised for recovery from the salary of the person concerned. Upon Clearing of IOU, these must be defaced and must be attached with the clearing voucher.

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Standard Operating Procedure Paid out SOP No:

37

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: PAIDOUT: Paid outs may be raised to help take care of small expenses for the guests. Procedure: Cash Paid outs a) Cash paid outs are made only to in-house guests. Approval of FOM Financial Controller and General Manager is required for any paid outs for an amount above Rs. 5,000. b) Purpose of a paid out is to dispense cash to hotel‟s registered guest for the purpose of tiding him through necessary expenses e.g. taxi fares, airport tax, small purchases etc., refund of deposit or for purpose deemed fit by the Duty Manager and Front Office Manager. c) Upon request by guests, a paid out voucher will be filled by the Front Office cashier. d) Reason and purpose of the paid out must be properly written out with the date, guest‟s name and room number stated clearly. Front Office SOP: Version 2 (2017)

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e) All paid out vouchers and guest folios must be duly signed by the Guest, Duty Manager and the Front Office Cashier. Exception for obtaining guest signature can be made only in case of medical urgencies. f) If the cash is not personally taken by the guest, the paid out has to be countersigned and approved by the Front Office Manager prior to cash being dispensed. g) Duty Manger/ Front Office Manager must cross check the guest‟s signature on the Invoices and Paid Outs with the signatures obtained on the registration cards/Passports etc. on a sample check basis. h) Night Auditor/ Income Auditor should verify the guests‟ signatures on Invoices and Paid out Vouchers. 

Separate plastic folders are maintained for Paid outs, which are handed over to the Finance Department on the next morning. Forms received from October 1 to March 31 – by April 30

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Standard Operating Procedure Obtaining Pan Card SOP No:

38

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: OBTAINING PAN CARD: Associates will ensure that PAN number is obtained in case the guest is paying above 25000 INR in cash. Procedure: Securing PAN Card a) If a guest‟s bill exceeds Rs. 25,000 and the bill is settled in cash, PAN Number should be taken in accordance of Rule 114B (h) of Income Tax Rules. This applies only to guests paying in Indian Currency b) If PAN furnished by customer, a copy of PAN Card must be kept on record as per Rule 114 C (2) c) If PAN NOT furnished by customer a declaration in Form 60 (Proviso to Rule 114B) must be obtained along with a copy of any of the following documents as address proof:  Ration Card  Driving License  Passport  Identity card issued by institution  Electricity/ telephone bill  Any document or communication from a Government Body  Any other documentary evidence. d) Form 60 must be submitted to Commissioner of Income-tax (Central Information Branch) (Rule 114D) as per the following dates and an acknowledgement of submission maintained on record:  Forms received between April 1 to September 30 – by October 30

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STANDARD OPERATING PROCEDURE Check Out SOP No:

39

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: CHECK OUT: The guest check-out will be taken professionally and effectively. Procedure: Bills on hold a) As a general policy, the practice of keeping bills on hold shall be discouraged. Under exceptional circumstances however, a bill may be kept in hold at the sole discretion of the hotel Front Office Manager/ EAM Accommodation/ Resident Manager. b) System shall ensure that a record is maintained of all bills in hold, and that in each case, the approval of Front Office Manager/ EAM Accommodation/ Resident Manager is documented in writing along with reasons for bill to be kept on hold. c) An „Ad hoc One Time Credit Form’ must be filled and signed off by the executive allowing a bill to be kept on hold. d) System shall ensure that all bills on hold are listed and sent to the hotel General Manager at least once a week for his scrutiny and review. e) System shall ensure that no bill is kept on hold for a period exceeding 7 days. Any bills not settled within this 7 day period shall necessarily be transferred to the City Ledger. f) It is the responsibility of the Front Office Manager/ EAM Accommodation/ Resident Manager, to take all reasonable steps to ensure collection of the bills on hold authorised by Front Office SOP: Version 2 (2017)

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them, even after these have been transferred to the City Ledger. g) As part of the hotel‟s Accounts Receivable review mechanism, the hotel General Manager will review the collection status of all Bills in Hold transferred to the City Ledger at least once a month. h) Any waiver/ allowance/ write off, of amounts kept on hold, irrespective of the value, should be authorized in writing only by the President. If not authorized, the bill value should be recovered from the executive‟s salary account. The Night/ Income Auditor must check adherence to this SOP on a daily basis and exceptions must be highlighted to the Financial Controller and the General Manager

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Standard Operating Procedure Maintaining hotline sheet SOP No:

40

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: MAINTAINING HOTLINE SHEET A hotline sheet is utilized to keep track of all the activities that occur in a shift and any handovers that need to be given to the next shift. Procedure: Taking a guest request a) On the hotline sheet, associate will note all communication received i.e. from guests or internally. While noting a guest request the following details will be taken: 

room number of guest



nature of request



time request received



time request was completed



status of the request

Associate will ensure that necessary action is taken on the request and the concerned person is informed of the status. Procedure: Handover a) In case of point being not actioned during shift and requiring action by next shift, associate will note down the point and its current status in Log Book and inform next shift of necessary action to be taken.

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b) As the handover is being given, each point is counter signed as proof of awareness of task. c) When writing hand over in a log book, the associate will refer the Hotline sheet for any pending points to be actioned, so that the next shift can action the same. All entries of the hotline sheet will be mentioned in the traces. Procedure: Records a) The hotline sheet will be checked and signed by the Manager on Shift along with the shift check list. After obtaining signatures, the Hotline sheet will be filed at the end of every shift in Hotline sheet file.

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Standard Operating Procedure Purchasing Tickets SOP No:

41

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: PURCHASING TICKETS: On guest request, the Concierge will purchase airline tickets for guests. Procedure: Hotline sheet Once tickets are received from the guests, the associate will ensure all necessary information is mentioned in the hotline sheet. Procedure: Guest information a) For purchasing the tickets, the associate will ensure following details are available. 

Name of the Guest and Room Number



Date of Travel



Airline



Flight Number / Sector



Class, Seat and Meal preferences

b) Check with guest for mode of payment (Cash, Room Account) The associate will inform the guest of a deadline for reverting about the status Procedure: Booking the ticket

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a) The pre-determined travel agent will be contacted and will be given the above information. b) The ticket will be printed and handed over to guest personally in ticket docket and one copy filled in Guest ticket file for future reference. We also offer web check in assistance & seat/meal preference. Once the tickets are received, the associate will leave a message for the guest in the room, saying that his tickets would be available at the concierge. Procedure: After work hours booking a) For any bookings received after working hours, the associate will directly call up the airline contact number and book the ticket on the phone. Guest will be then requested to share the credit card details directly with the airline agent. b) If no credit card available, the associate will call up the airline and ask them to block a ticket. The Airport representative will be informed to pick up the ticket and make the payments. c) The payment will be made by making a paid out from the cashier for the required amount for the room. Ticket bookings will not be encouraged for non-resident guests. Procedure: Payment a) For cash payments, the amount (along with any convenience charge that the travel agent may charge) will be taken from the guest before purchase. b) This cash will be given to the travel agent. If it is to be charged to the room, the guest is advised of a possible service charge that may be applicable. (Manager Approval needed to avoid skippers) Procedure: Ticket delivery a) The ticket details will be mentioned in the ticket register. b) The tickets will be safely kept and will be issued against guest signature. Front Office SOP: Version 2 (2017)

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Standard Operating Procedure Flight Ticket Reconfirmation SOP No:

42

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

c) Receipt for ticket payment from the travel agent will be given along with the ticket. All records of the ticket and the receipt will be filed electronically.

Standard: FLIGHT TICKET RECONFIRMATION: On request, guests’ tickets will be reconfirmed for them, either on the telephone or sent across to the airport if the need arises. Procedure: Hotline sheet Once tickets are received from the guests, the associate will ensure all necessary information is mentioned in the hotline sheet. Procedure: Reconfirming While reconfirming the tickets, the associate will ensure following details are available 

Name of the Guest



Date of Travel



Flight Number/Sector/PNR Number/Ticket Number

If guest is traveling by air, the associate will check for meal preference and seat preference and assist with airline web check-ins. Procedure: Airline contact Front Office SOP: Version 2 (2017)

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

The associate will call the airline phone number in order to reconfirm the flight ticket.



To reconfirm a flight ticket, associate will give the Flight Number, Date of Travel and Name of passenger as it appears on the ticket. If Business Class Passenger, the associate will advise about the meal and seat requests made as received from the guests. In case of international Flights, the Ticket Number is a required detail for reconfirming the flight ticket.

Once the ticket is reconfirmed, associate will take the PNR number for the ticket and also note down the name of person whom he/she spoke to. Procedure: Return of tickets The associate will update ticket jacket with all necessary details and attach ticket in jacket and keep in Ticket Drawer under lock and key. The associate will return ticket to guest and inform that ticket has been reconfirmed

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Standard Operating Procedure Cars on hire SOP No:

43

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: CARS ON HIRE: Associates will ensure that guest can book, travel and pay for a hotel car with no hassles. Procedure: Guest request a) On receiving a request from the guest, associate will ensure following details are taken down 

Destination



Time Car Required

The associate will check if Hotel Car is available or else will call Car from pre-decided car rental agency. Procedure: Pre-journey a) The transport department will ensure that all hotel guest cars or rental cars that go for hire will be spic and span and in perfect working condition. b) Guest will be offered Guest folder which includes Sightseeing options in and around the city, City Map, Orchid Magazine, Newsweek, Hotel brochure & a shopping guide. Chauffeur card will be handed over to the guest with chauffeur name, car number and contact number before leaving from the hotel. Front Office SOP: Version 2 (2017)

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Procedure: Chauffeur reporting a) For hotel guest use cars, the concierge will maintain a list of cars and chauffeurs assigned to the guests. b) For non hotel car, when the driver reports to the main porch with name of the guest and room number, the doorman will update the car movement sheet and inform the concierge of the same. c) Concierge will make a note of the same in the hotline sheet and informs the guest by telephone. d) If guest is not in the room, message will be sent to the room stating “Dear (Guest name), this is to inform you that car number (xxxx) with Chauffeur (name) has reported for you at the main porch. Thank you, Concierge.” If there is a message from the guest to the chauffeur, the concierge will convey the same to the chauffeur. Procedure: Post-journey a) If a hotel car was sent for the local run, associate will note the kilometers covered and time (in hours). A miscellaneous voucher will be made and will be charged to the guest accordingly. Transport department / concierge will post the charges to the room directly.

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Standard Operating Procedure Buying Medicines For The Guest SOP No:

44

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: BUYING MEDICINES FOR THE GUEST: Should guests request, or should the house Doctor prescribe them, the concierge will arrange to purchase medicines for the guests. Procedure: Medical prescription a) Once guests informs of medicines request, the associate will ask the guest for medical prescription (if applicable). And will note it in the Hotline sheet b) If the guest does not have a prescription for the medicines and the medicines are not in the approved list of the hotel (as prescribed by the hotel doctor), a medicine disclaimer form has to be signed by the guest citing that he or she is ordering for these medicines at their own risk. c) Check if medicines requested for are available in the medicine box. If available the associate will send it up to Guest Room through a Bell Boy or will hand it to the Guest. If not available, and alternative medicines are available for the same ailment, the associate will suggest the same to the guest (for common ailments only). Front Office SOP: Version 2 (2017)

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Procedure: Ordering medicines a) The associate will call a pre-determined chemist and ask for a person to deliver medicines to the hotel at the Concierge. If the need arises, a hotel car will be sent to the chemist with the money and prescription to buy the medicines. The money will be taken from the cashier as an IOU or from the guest directly. Procedure: Payment a) The concierge will ensure that the chemist will deliver the medicines latest within 1 hour of placing the order. b) On receiving the medicines, the associate will collect the bill from the delivery boy of the chemist and will make a paid out in the Guest name, with the room number. And handover to the Front Office cashier for payment. c) If guest is paying by cash then the money will be collected from the guest and paid to the delivery boy. Once the chauffeur is back with the medicine, prescription and the mill, a Paid out will be made in the guest name with the room number and will be handed over to the Front Office cashier, who in-turn will charge the amount to the guest room. Receipt of medicines along with balance money will be handed over to cashier to cancel the I.O.U. Procedure: Delivery a) The medicines will be delivered to the room. If the guest is not responding, a message will be slipped in the room informing the guest to collect the same from the concierge.

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Standard Operating Procedure Flower Bouquets SOP No:

45

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: FLOWER BOUQUETS: On request, the Concierge will make arrangements to procure appropriate flowers as Bouquets or arrangements for guests. Procedure: Placing order a) As and when the requirements come for a bouquet of flowers, associate will call up the hotel florist or any external pre-determined florist shop and give the order. Associate will check with the Flower Company for the charges for the specified bouquet and inform the guest of the same. Procedure: Payment a) Cash: The money will be collected from guest and the delivery boy will be paid on the delivery of the bouquet. Charge to room: A paid out will be made and the delivery boy will be paid. The associate will attach the bill to the paid out receipt for records.

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Standard Operating Procedure Petty Cash Voucher SOP No:

46

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Procedure: Delivery On delivery of the bouquet, the guest will be informed or will act as per guest instructions

Standard: PETTY CASH VOUCHER: If money is spent for the purchase of any materials or services on behalf of a guest, or for a guest service, the amount will be accounted for on a Petty Cash Voucher / I.O.U. Procedure: Voucher (Reason) 



A petty cash voucher is a sheet on which all details such as Date of transaction Name of the person/ the Agent cash paid to, The reason for purchase of particular article or use of particular service The amount of the article or service rendered Whether transaction approved by the department head.



The I.O.U will only be raised in conjunction with the Duty manager‟s approval.

   

Procedure: Voucher (making) 

All Petty cash issued will have a supporting Voucher or Bill.



Associate will ensure that the date of transaction is entered on the voucher.



The name of the company or the person to whom the money is paid to will be written down.

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Standard Operating Procedure Video On Demand SOP No:

47

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date : 

Head of Department Signature :

The particulars will have to be complete as to the reason for a expenditure incurred

a) The petty cash will be made and cleared from The Front Office Cashier. If the amount is not taken by the guest themselves, the paid-out needs to be countersigned by the Front Office Manager as well prior to the cash being dispensed.

Standard: VIDEO ON DEMAND: Concierge will be able to provide high quality authentic movies for viewing in the room on demand. Procedure: DVD listing A detailed genre wise listing of DVDs‟ / Blu-rays‟ that are available will be placed in the room in the compendium. Procedure: Movie request a) All guest requests for DVDs‟ / Blu-rays‟ will be listed in the hotline sheet. b) The associate will check if the movie being requested is available or if it has been given to some other guest for viewing. At any time the associate will offer only 2 DVDs‟ / Blu-rays‟ per room. Procedure: Delivery Front Office SOP: Version 2 (2017)

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a) The DVD/Blu-ray CD will be served on a pearl tray to the guest and signature on the DVD / Blu-ray CD voucher will be taken at the time of delivering the guest request. b) DVD/Blu-ray CD to be delivered within 10 minutes from the time of request. c) Along with the delivery of the DVD / Blu-ray to the room, private dining will be intimated to deliver popcorn and a glass of soft beverage to the room, compliments of the hotel. For Club / The Club: Butlers will be informed for the delivery. Procedure: Documentation a) The guest will sign a DVD / Blu-ray CD voucher containing details like 

Guest name



Room number



Time of issue



Movie name



Issued by.

b) A checkout alert will be left in the PMS for collecting the DVD / Blu-ray CD from the guest at the time of checkout. c) The disclaimer will contain a warning that on damage or loss of the same, the guest will be charged the full amount of the cost of the DVD / Blu-ray CD.

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Standard Operating Procedure International Newspaper Request SOP No:

48

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: PRINTED INTERNATIONAL NEWSPAPER REQUEST: Associates will provide the guests with printed same-day editions of their favorite international newspapers. Procedure: Pre- arrangements a) Arrivals detailed report & in house guest report along with nationality details will be printed a day prior by Concierge b) List of required international newspaper request will be sent to Headland Media Services for the next day. After receiving the scanned copy of newspaper the same will be printed, personalized by guest name & hotel logo with welcome note by GM (only for 1st time guests) Procedure: Preferences a) Associates at the Front Desk will ensure that the preferences will be taken from the VIP guests b) The preferences will be updated on the system. The guest will be made aware of the availability of International Newspapers in the hotel. Procedure: Delivery a) The newspapers will be placed in the paper bag outside the guest room on the door knob by

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Bell Desk. b) The International Newspapers will be provided to our VIP guests on a complimentary basis. Extra copies of major international newspapers are kept in the breakfast lounge for Club guests Procedure: Record A record will be maintained by concierge for the delivery of newspaper on daily basis.

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Standard Operating Procedure Flight Ticket Upgrade SOP No:

49

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: FLIGHT TICKET UPGRADE: The Concierge will assist guests with paid upgrades on their flight tickets as and when required. Procedure: Information a) When a guest requests for a flight upgrade, the concierge will try to get the category the customer wants, his meal preference and his seat preference. The flight details and PNR of the guest will be taken. Procedure: Airline contact a) The concierge will then call the respective airline of the guest‟s choice, inform them of the upgrade request to the required category and will get the price for the upgrade whether it is available. b) The concierge will contact the guest and mention the price and whether it is available and get a confirmation from the guest if he wishes to upgrade his ticket. The concierge will contact the airline again and upgrade the ticket Procedure: Payment a) The concierge will get an I.O.U (with DM approval) from the cashier for the amount

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requested by the airline for the upgrade and send the same to the airport representative. b) The airport rep. will give the ticket to the airline for the upgrade validation. The rep. will check the ticket and make sure everything is perfect before sending it back to the concierge attendant c) A service charge will be applicable for the conveyance. d) For upgrades done on the phone by the airline contact, guest credit card will be required. Guests will be requested to share the details with the airline directly. The credit card details are never handled by any hotel staff member for any 3rd party transaction. Procedure: Records a) The ticket photocopy will be filed for records. If the ticket is kept in the handover, it will be mentioned in the handover and the hotline sheet. Standard: RE-SCHEDULING FOR FLIGHTS On request from a guest, the concierge will reschedule airline tickets per the guests convenience. Procedure: Guest information a) When guest requires a change in flight plan or date of flight, the concierge will ask the guest exactly what changes the guest requires. Details such as: 

Date of Flight (Current and New)



Which airline (Current and New)



Which category (Current and New)



Which time (Current and New)



Meal Preference



Seat Preference will be asked for.

PNR / Tkt. no (Current) Procedure: Airline contact a) The concierge will call up the respective airline and will find out whether there are seats

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available for the new reservation based on the details provided by the guest. If yes, the concierge will book the seat and obtain the price. The concierge will contact the guest and inform him that the ticket is booked and the price for the re-scheduling and the guest will be requested to confirm his booking. Procedure: Payment a) For credit card, the rescheduling will be done by connecting the guest to the airline directly. b) For cash payment, an I.O.U (with DM approval) will be collected from the cashier for the respective amount, and will send the PNR number, reservation details, and the cash to the airport rep to receive the reissued ticket from the respective airline. The guest will be informed that a convenience charge will be applicable for the cash payment. Procedure: Delivery a) The Ticket, the bill and remaining cash (if any) will be returned to the concierge. The concierge will take a photocopy of both the bill and the ticket. The ticket and bill for the re-scheduling will be sent to the guest room. Procedure: Records a) The ticket photocopy will be filed for records. If the ticket is kept in the handover, it will be mentioned in the handover and the hotline sheet.

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Standard Operating Procedure Spa/Salon Appointment SOP No:

50

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: BEAUTY TREATMENT APPOINTMENTS: The concierge will assist all guests in residence to book appointments at various beauty treatment and grooming outlets across the city. Procedure: Guest request a) On receiving a guest request for beauty treatments or grooming sessions, the concierge will try to promote the internal outlets of the hotel e.g. Salon b) If guest is looking for other options, the concierge will print out a pre-decided list of outlets which have a good presence and comparable to luxury standards. Options will be offered for various budget requirements. Procedure: Appointment a) Once the guest agrees, the concierge will offer to make the necessary appointments and inquire about the rates for the treatments requested. b) If guest agrees, the appointment will be made. c) If appointment is not available, the concierge will check with the outlet, when it will be possible and then will inform the guest.

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If the guest is not available, a neatly printed card with the appointment details will be printed and left in the guest room. Procedure: Transportation assistance Assistance will be offered to go to the treatment centre by hotel car or calling a local taxi. Procedure: Feedback a) To ensure that the option offered matched up to the guest expectation a feedback will be sought from the guest. If any negative feedback is received, the salon will be contacted and will be informed about the same and if necessary that place will not be offered as an option the next time.

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Standard Operating Procedure Making A Hotel Booking SOP No:

51

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: MAKING A HOTEL BOOKING, the Concierge will be able to assist guests with making hotel reservations in other cities. Procedure: Guest information a) When a guest requests for a room in a hotel outside the city, the concierge will get the following details:  Name of Guest  Room no.  The city  Number of people and/or no of rooms  Room Type preference (Twin/King beds)  Transport assistance.  Expected time of arrival  Duration of stay The concierge will try to promote sister properties if available. If sister hotels are not available or guest is looking for multiple options then the concierge will inform the guest about the other available hotels and the rates. Procedure: Hotel contact Front Office SOP: Version 2 (2017)

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a) Once the guest has selected the hotel, the concierge will call the hotel. Talk to reservations (if not available talk to the duty manager), request for the booking, if available, the booking will be confirmed giving all the required details. b) If not available, the concierge will try at the other hotels but will confirm after checking with the guest. The concierge will get the rates and general info on the hotels called and will update the PMS with the hotel details for future reference. Procedure: Hotel confirmation a) Once the booking is confirmed the concierge will get the confirmation fax / email and inform the guest. A photocopy of the confirmation will be taken and will be place it in the correspondence file. Procedure: Onward assistance The guest will be offered with onward assistance to the next city either by taxi or by flight and bookings will be made accordingly.

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Standard Operating Procedure MISHANDLED LUGGAGE SOP No:

52

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: MISHANDLED LUGGAGE: The Concierge will assist guests to recover any baggage that has been misplaced by the airline in travel. Procedure: Guest information a) When a guest reports that he has lost his luggage, the concierge will get the following information:  Lost Luggage Report  Photocopy of his Passport  Photocopy of the flight boarding pass b) Authorization letter from the guest will be taken mentioning that the airport rep will be allowed to collect the baggage on the guest‟s behalf. c) In the mean time, housekeeping is contacted to provide the guest with a distress kit during his / her stay with the hotel. Also, the guest is offered the option to go to a close by shop to buy any basic supplies that the guest may need. Procedure: Airline contact a) The concierge will call the airline and follows up regarding lost luggage on behalf of the guest. Front Office SOP: Version 2 (2017)

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Once the luggage has been received from the airport and delivered to the concierge, the concierge will notify the guest about the same. Procedure: Delivery a) If the guest is in his room he will be told that his luggage has arrived safely and it is being brought up to his room. If the guest is not in his room then a message will be slipped under the guest‟s door for them to call the concierge on arrival. The baggage will be kept with the Bell Desk in the mean time. Procedure: Records A copy of the lost luggage report and the passport will be filed away in the correspondence file

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Standard Operating Procedure CITY EVENTS SOP No:

53

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: CITY EVENTS: Concierge will keep a varied and elaborate listing of all city events. Procedure: Events of the city a) The concierge will create a list of all prominent events happening in the city. b) The list will also include events related to various genres of entertainment and music. c) It will be created in a calendar format for ease of viewing. Also a month wise viewing is available for long stay guests. For guests wishing to attend any of the events, the concierge will be able to make appropriate bookings.

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Standard Operating Procedure Guest Package, Parcel Handling SOP No:

54

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: GUEST PACKAGE, PARCEL HANDLING: All guest parcels, packages will be appropriately handled and delivered to the guest prior to check-out. Procedure: Receiving packages a) All envelopes, parcels, packages for guests will be received through the concierge /bell desk. b) Each package or parcel will be subjected to scanning through the baggage scanner for security clearance. The Duty Manager will be immediately notified for any suspicious item. c) The delivery person ideally should announce the name of the guest for whom the parcel or package is intended for and not merely announce the room number. The absence of the guest name may lead to confusion owing to the possibility of the guest having shifted their room within the hotel and a different guest has checked into the previous room number. d) Only after it is verified that the guest has a reservation or is in house, the parcel will be accepted. e) No parcels will be accepted for guests who have already checked out and have no future reservations.

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f) An entry will be made in the guest package register with details of the guest (inhouse/arrival), reservation details (room no., etc.) and sender details (name of person, name of delivery person, contact no. of delivery person). As soon as a package or parcel has been received where the guest name is mentioned, immediately a trace & a corresponding alert will be entered in PMS for the corresponding reservation if the guest is in-house. Procedure: Guest intimation a) The guest will be informed about the package kept with the concierge / bell desk (if large in size) by telephone. b) If guest is not in the room a message will be printed and sent to the room requesting the guest to contact the concierge for delivery of the package to the room. c) The message will be kept on the writing table in prominent guest view. d) If DND then message is slipped under the door. “Dear (Guest name), we are currently holding a package on your behalf, sent from (Senders details). You are requested to contact the Concierge (Extension number) to enable us to send it across to your room. Thank you (Associate name), Concierge” Procedure: Information in PMS a) In the PMS a “reservation alert” will be put for all associates to view informing them about the location and information of the package. b) If the package is received pre-arrival then a trace will be left along with a “check-in alert”. After delivery to the room the trace and alert will be deleted from the PMS and the name of the person who delivered it will be mentioned in the PMS.

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Standard Operating Procedure Sim Card Issue SOP No:

55

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: SIM CARD ISSUE NOC (NO OBJECTION CERTIFICATE): All guests purchasing a mobile SIM card will be assisted. Procedure: Issuing NOC a) A letter confirming the guests‟ stay with the hotel will be issued to the guest. b) This letter will include the dates of stay and the guest name. c) The letter will be authorized by the Duty Manager and the guest is informed that the letter will be proof of his/her stay with the hotel. d) Photocopy of Passport/Identity proof will be taken. The hotel will offer to send an associate to the network outlet and get the SIM issued and deliver it to the Guest.

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Standard Operating Procedure Arranging & Handling Private Charters SOP No:

56

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: ARRANGING & HANDLING PRIVATE CHARTERS: The concierge will be able to organize air charter services to destinations in India and around the world as required by guest. Procedure: Details exchanged a) All guests will be greeted as per standard greeting as soon as they approach Concierge Desk or over the phone. b) Concierge will make a note of destination(s), date of travel and complete details of all passengers. Concierge will offer choice of aircrafts available in market with remarkable safety records. Procedure: Documents & requirements a) Passport copy of all foreign nationals will be a mandate to attain flying permission from DGCA and ATC. b) Minimum 2 hour notice will be required to apply and attain permission for all flights within India except flights to airports under Indian air force jurisdiction and airports where night Front Office SOP: Version 2 (2017)

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flying is not permitted. c) Minimum 6 working hours will be required on a weekday to acquire flying permission for foreign nationals to airports under Air force jurisdiction. All details of passengers along with documents will be sent to Aviation Company to attain permission and collect charges. Procedure: Charges a) Boarding & Lodging charges for the crew will be separate and be payable by the charterers. b) 20 % advance payment will be required for confirmation of the charter; rest 80 % of the payment has to come 48 hours prior to flight departure. c) Parking charges and airport fee will be applicable if wait time exceeds 4 hour paid by guest. d) All charges will be calculated as per exact flying hours, parking fee, handling charges, crew lodging and boarding and applicable credit card charges. Aircraft cost will not include transfers to airport or back. Procedure: Cancellation policy a) 20% of cost will be applicable if cancelled 48 hrs prior to flight departure. b) 30% of cost will be applicable if cancelled within 24 hrs. c) 50% of cost will be applicable if cancelled within 8 hrs. 100% charges will be applicable if cancelled within 4 hrs of scheduled time of departure. Procedure: Concierge assistance Concierge will offer assistance in arranging airport transfers, local run or a guide if required by guest.

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Standard Operating Procedure Availability Of Hotel Fleet SOP No:

57

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: AVAILABILITY OF HOTEL FLEET: The car fleet will be available at the main porch 15 minutes before the required time. Procedure: Managing Hotel Fleet a) If concierge manages the car fleet, the concierge will generate the evening report and allocate the chauffeurs. b) In case the fleet is handled by the transport department, then the night concierge will print an arrival, departure and local run report for the next day and give the same to the fleet Manager during the night itself. c) The morning concierge will send another report at the starting of the shift to ensure there are no discrepancies between the report with the concierge and the fleet manager. d) The fleet manager will check the arrival, departure, local run trace report and transport request form and will send the fleet to the main porch 15 minutes before the requested time. The fleet manager will make sure that the conditions of the fleet are according to the hotel standard. Front Office SOP: Version 2 (2017)

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Standard Operating Procedure Airport transfers SOP No:

58

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: AIRPORT TRANSFERS: The concierge will handle airport transfers for guest with pre booked airport transfers. Procedure: Co-ordination for the Airport Transfers. a) The morning concierge will print a fresh arrival and departure report. A copy of the same will be sent to the fleet manager. b) The concierge will also check the transfer request form and accordingly inform the fleet manager. c) The concierge will pre-assign the cars for every airport pick-up and drop. d) Airport pick up sheet will be carefully read to ensure that various flight details are checked. Any special remarks fed in the report will be crosschecked with the trace report/PMS. Airport pick-up/drop sheet will be amended accordingly if required. e) Every shift concierge prints the airport pick up reports before starting of shift. f) The arrival flight detail along with the correct ETA (Expected Time of Arrival) will be checked for all flights. The special remarks fed in the report will be checked and accordingly the sheet is amended if required. g) Concierge will use his/her discretion with regards to sharing of cars for guests of the same Company arriving on the same flight. h) Concierge will ensure hotel cars are assigned as per room category reserved by guest.

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Standard Operating Procedure Local And Outstation Tours SOP No:

59

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

The airport representative will ensure that all the arrivals are met in person by him and shown across to the respective cars.

Standard: LOCAL AND OUTSTATION TOURS: The Concierge provides information of city tours and excursions to guests in an efficient manner. Procedure: Arranging local and outstation tours. a) All guests will be greeted as per standard greeting as soon as they approach concierge or call from room. b) The concierge will be well versed with the city attractions, hour of operations, brief history and distance from the hotel and have common area maps. c) Whenever there is a request received from a guest for a sightseeing tour, the various details will be noted down like the places to be visited, the number of days of the tour, modes of travel required, other preferences of the guest like hotel bookings, restaurant bookings, etc. d) The concierge will be able to suggest and plan a detailed itinerary of the sightseeing tour based on the guest requirement. e) Concierge will try and up sell hotel transportation facilities. He / she will give all the

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available options to the guest like Full day or Half day sightseeing tour of the city by Hotel Limousine, with or without a guide. f) The concierge will first check the availability of the cars for the day of request. g) If the car request is for 4-8 Hrs, the concierge will advice the guest about the charges. h) Incase the car request is for a short duration of time an ADHOC rate to be offered to the guest. i) If the guest agrees, the concierge will book a car for the guest for the requested time and chauffeur details with the contact no.& car no. will be printed on card and handed over to guest. The chauffeur will be informed about guest itinerary, preferences, needs etc. j) The concierge will also check with the guest if any special arrangement needs to be made e.g. extra water bottles, wet tissues etc. k) The concierge will then leave a trace on the PMS stating the details of the booking. l) The concierge will also note it down in the local movement log sheet along with the name of the person taking the request. m) For outstation tours, concierge will make sure that the itinerary is planned carefully keeping in mind the modes of transportation, flight schedules, train timings, time involved in traveling, hotel bookings, guide requirements, restaurant bookings, car bookings, timings of monument the guest wishes to see, etc. n) Sightseeing itineraries will be prepared as per time on hand or as per guest requirement. o) Concierge will have an updated list of major hotel chains in India and should assist guest with his/her hotel reservations. p) The guest will be informed about the various fees for entry to the monuments, various recreational facilities like elephant ride, desert safari etc. q) Guest will be informed about pick up timings from the hotel. r) Concierge will ensure meeting the guest upon departure from the hotel for any last minute queries. Front Office SOP: Version 2 (2017)

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Standard Operating Procedure Additional Pickup SOP No:

60

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

At the end of the tour the concierge will check with the guest if all arrangements were in order and solicit constructive feedback.

Standard: ADDITIONAL PICKUP: The concierge informs the fleet manager about the same day addition in the airport pick up sheet there by providing smooth airport transfer. Procedure: Additional Pickup a) Concierge will refer to reservation field on PMS and will verify if the flight details are already updated or not. b) If the flight details are not entered in the PMS the concierge will enter the flight details select the car category from options and will assign car as per room category. c) If it is a same day pick up, concierge will make a transfer request form in duplicate and send both the copies to the fleet manager. d) Fleet Manager will sign one of the copies and return it back to the concierge as confirmation duly signed by fleet executive. e) Signed copy of the form will be kept with the concierge for records. f) The concierge will verbally update the fleet manager/executive and the airport representative of the guest name and the flight details.

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Standard Operating Procedure Weather Card SOP No:

61

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

g) The fleet manager will organize the airport pickup and ensure that the chauffer reach the airport 15-30 minutes prior to the arrival of the flight. Fleet manager will inform car and chauffeur details to concierge and airport representative once car is dispatched from hotel.

Standard: WEATHER CARD: The concierge will ensure that a weather card of the next destination city of the guest is provided on departure. Procedure: Weather Card for departing guests a) Each day, during the night shift, the Business Centre will generate a PMS report, which will indicate the proceeding city for all guests departing the next day. b) A weather card will be prepared, detailing the weather forecast of the city. c) All such cards, in envelopes will be handed over to the night shift Baggage Service in-charge who will arrange them room number wise at the Baggage Service desk. d) During departure, the weather card for the respective room number will be handed over to the guest by the bell attendant. Phraseology, “(Guest name), as I understand you are proceeding to (City name), this is a weather forecast of (city) for today for your reference”

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The shift in-charge will certify whether the weather card has been given in the departure section of the Baggage Controller.

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Standard Operating Procedure Guest Arrival Procedure SOP No:

62

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: GUEST ARRIVAL PROCEDURE: The concierge will intimate all front desk areas regarding guest arrival and movement in a timely and appropriate manner. Procedure: 1st call from Airport Representative a) When the guest leaves the airport, the airport representative will call the concierge/Duty Manager and inform them about the guest name, car no., extra pax (if any) and any guests with special needs. On receiving the 1st call, the FD associate or GRE start preparing all the registration forms and details. Procedure: 2nd call from Chauffeur a) At a pre decided marker, the chauffeur will excuse himself to send a pre-defined SMS to the hotel informing the concierge of the guests‟ arrival. “This is (chauffeur name) arriving with (Guest name) by car no. (car no.).” b) On getting the message, the concierge puts in a second triton alert to intimate the concerned departments. c) The GR or FD staff stands ready at the porch with all the details ready, waiting for the car no.

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Standard Operating Procedure How To Read An Airline Ticket 63

SOP No:

Effective Date :

1st January 2017

Revision Date :

Issuing Department:

Front Office

General Manager Signature :

Head of Department Signature :

All such guests are directly escorted to the room for an In Room Check in.

Standard: HOW TO READ AN AIRLINE TICKET: Concierge will be trained to ensure complete information understanding from an airline ticket (ETKT / PTKT) Procedure: Important Information a) In any ticket, the details which would be of most importance are the PNR of the booking, the E - ticket / P-ticket (Electronic Ticket / Paper Ticket) no. and the flight timings. b) The guest name will always match the government issued photo ID card to prevent a delay at the airport. c) The reservation can be retrieved on the airline website in “Manage your reservations” option using the PNR mentioned on the ticket and the guest name. (Approximate nomenclature of option) d) At times even the ticket no. can be used to retrieve the reservation on the airline systems. Procedure: Details to help guests a) In case of flight cancellations or amendments, the concierge will always read through the fare structure, rules and the clause of the ticket. (E.g. Refundable, non-refundable, reissue of tickets, penalty amount etc.)

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Standard Operating Procedure Airport Transfers (Arrival) 64

SOP No:

Effective Date :

1st January 2017

Revision Date :

Issuing Department:

Front Office

General Manager Signature :

Head of Department Signature :

The flight details will be checked thoroughly, to correctly inform the guest. E.g. Cities with multiple airports or terminals, departure timings as per 24 hr clock, booking details for food, seat preferences, etc.

Standard: Airport Transfers (Arrival): Associates will provide our guests safe, convenient and comfortable airport transfers during arrival. Procedure: a) Every day and every shift the Airport Representative will take a printout of the Airport

Movement Sheet (AMS) report (which should have only pertinent arrival / departure information, as available for all the guests). b) All flight details that are mentioned will be verified with the airport flight information

system (at the airport or via the website) for timing and on schedule details and modifications are made for the pickup. c) The chauffeur will check the paging board for the following :



The Paging Board will be clean and free from damage. The paging sheet will not be dog- eared or torn and free from stains and marks.



The Paging board will feature the full guest name. Only in cases of long names initials will be used.

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d) Premium cars will be used for airport transfers as per accommodation categories. e) The travel desk supervisor will check all cars leaving the parking bay for guest transfers

as per the standard checklist. f)

The concierge will perform random checks for all cars for adherence to standards.

g) The travel desk supervisor will confirm the arrival time of the flight with the airport

representative and send the car accordingly. h) The Chauffeur will be waiting with the car at the appointed place 15-30 minutes prior to

guest arrival. i)

The Airport Representative or Chauffeurs will enter the airport terminal to receive the guest if possible; else will stand together in a clearly visible area.

j)

All the chauffeurs will maintain correct posture while waiting for the guests and will be carrying the paging board.

k) The paging board will be held at chest height with the name clearly visible. l)

For repeat guests (whose mobile number we have); at the airport as soon as the flight lands the Airport Representative will text the below message to the guest. “Namaskar (Guest name). (Hotel name) welcomes you to (City). Our Airport Representative, (Rep. Name) is waiting at the receiving area and will be happy to assist you, we wish you a pleasant stay.”

m) Once identified, guests will be greeted with a Namaskar (gesture of folded arms), using

the standard greeting phrase “Good (time of the day), (Guest name), The Orchid welcomes you to (location)” n) Airport representative will inform the guest that transfer arrangements have been made

with the standard phrase “(Guest name), the car is waiting to take you to the hotel.” o) Airport representative will introduce the chauffeur to the guest using standard phrase

“(Guest name), (name of the chauffeur) will be pleased to drive you to the hotel.” Front Office SOP: Version 2 (2017)

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p) Chauffeur will acknowledge the guest with a Namaskar & "Good (time of the day),

(Guest name)". Airport representative will ensure proper placing of luggage in the car and verify the number of pieces of luggage. q) Chauffeur will obtain trolley and assist with luggage upon arrival at the airport. Confirm the number of pieces of baggage with the guest. r)

Airport representative will see off the guest with the standard phrase “(Guest name) Wish you a pleasant stay at (Hotel name)".

s) The Airport representative will inform Duty Manager / Guest Relations / FO Executive as

soon as car leaves the airport and communicate special requests made by the guest (if any). t)

A note will be made of the same – The request made & the person informed (DM/Concierge)

u) This record will be filed and maintained for reference. v) Chauffeurs will wear a seat belt at all times and politely advise all front/back passengers

to do so, “Sir/ ma’am, for your safety we advise you to please wear the seat belt.” w) The chauffeur will offer the guest scented cold towels and chilled 200 ml Bisleri mineral

water. 2 Bottles of water to be kept, one at room temperature and the other chilled. “ (Guest Name), Would you like to have a cold towel and mineral water” x) The chauffeur will place the bottles of water in the arm rest compartment and for:



City hotels: Standardized sealed toilettes will be offered.



Fort hotels: Standardized cold towels will be offered.

y) The chauffeur will wipe the condensation from the chilled bottled water beforehand to

prevent dripping. z) The chauffeur will inform the guest about the time it will take to reach the hotel “(Guest

Name) our drive to (Hotel name) (city) will be approximately X minutes.” aa) The chauffeur will ask the guest about the air conditioning as “Are you comfortable with

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the temperature?” bb) The chauffeur will also offer an iPod with a choice of music “Would you like to listen to

some music?” The music will be played as advised by the guest. The choice of music will be as approved by the Office of General Manager. cc) Chauffeurs will take the permission from the guest to leave from the airport. “(Guest

name), shall we proceed to the hotel. (Considering the travel time), we have this menu for you. If you wish to order something you may use my cell phone to call and place your order to the Private Dining.” dd) The chauffeur will brief the guest about the key landmarks that appear in the journey. ee) All drivers will be well informed and be able to describe landmark locations while

driving. ff) Duty slip will be presented, prior to reaching the hotel. gg) At a pre decided marker, the driver will excuse himself to send a pre-defined SMS to the

hotel informing the concierge of the guests‟ arrival. “This is (chauffeur name) arriving with (Guest name) by car no. hh) The concierge will be given the car no. and the guest name. ii) This is treated as the 2nd call and a page will be put on Triton for Guest relations, Duty

manager, Front desk and Bell desk. jj) The chauffeur will place the paging board (face-up and upright) on the front seat just

before reaching the hotel to enable the doorman to address the guest by his name. kk) The doorman will greet the guests “Welcome to the (The hotel name) (City) (Guest

name)” ll) Upon reaching destination if there is no one to assist opening of door, the chauffeur will

ensure that the car is in park and emergency brake is on, and immediately open door for guest. mm)

When the chauffeur needs to open a door on the opposite side of the car, he will walk behind the car for safety reasons.

nn) The chauffeur will open the doors for the Lady Guest first when possible.

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Standard Operating Procedure Airport Transfers ( Departure ) oo) The chauffeur will reconfirm the number of pieces of luggage. pp) The chauffeur will bid a farewell by saying “Wish you a pleasant stay at The Orchid”

and assist the bell person with the luggage. qq) Before leaving from the porch, the chauffeur will rr) Check the vehicle once for any left baggage etc.

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SOP No:

Effective Date :

65

1st January 2017

Revision Date :

Issuing Department:

Front Office

General Manager Signature :

Head of Department Signature :

Standard: Airport Transfers (Departure): Associates will provide our guests safe, convenient and comfortable airport transfers during departure. Procedure: 

During departure, the bill for the return trip will have already been incorporated in the guest folio.



Club guests & complimentary guest will not be presented the bill.



The GRE / FOA/ FOE/ Duty Manager will escort the guest to the car and request to verify number of luggage's prior to placing in the car.



The chauffeur will offer all registered guests bottled water when they depart.



The concierge will brief the chauffeur with the flight name and no. and terminal no. prior to guest departure.



Chauffeur will inform the guest regarding which flight terminal the guest is being taken to by saying “(Guest Surname). May I confirm that you will be on (Flight name) (flight, no) -----to (destination).”



Airport Representative will be waiting for the car with trolley, will open the door and say "Namaskar Mr. /s. (Guest Surname). Let me assist you." In the absence of Airport Representative, chauffeur will assist with the baggage and trolley.

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

The chauffeur will communicate with the airport representative to ensure seamless handover.



The Driver/ Airport Representative will unload luggage and verify the count with the guest.



The chauffeur will check the car thoroughly both trunk and inside to ensure no items are left behind in the car.



Any items found later will be given to the security and lost and found procedure to be followed.



Chauffeur will assist guest and bid farewell by saying "Thank you for staying with The Orchid. Hope to see you soon Mr./s. (Guest Surname)". In case of VIP guests or if specially requested, airport representative will assist further as applicable (For Airports where terminal access is allowed Airport representative will escort the Guest inside the airport to assist the guest with baggage check-in, boarding pass etc.).

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Standard Operating Procedure Check-In – At The Desk SOP No:

66

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: CHECK-IN – AT THE DESK Procedure: 1.1) Greeting the guest a) At the lobby, lobby greeter welcomes the guest with folded hands. “Namaskar, Welcome to (Hotel name).” The guest is escorted to the reception. b) Front desk associate will ask “Namaskar How may I help you sir/madam?” All guests, who are escorted to / arrive at the Reception Desk, will be acknowledged within 10 seconds of arriving there. c) In case of check in request for guest‟s family name. “May I request you for your last name, please?” 1.2) PMS check a) The associate will check for the name in the PMS and confirm the booking with the guest. b) If no reservation is retrieved ask for the confirmation number or any other pertinent details. “May I request you for your confirmation number please?” c) In case no reservation features then check with guest whether he/she is holding a Front Office SOP: Version 2 (2017)

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reservation. d) If not then check for availability and rates and offer the relevant BAR (Best Available Rate) of the day to the guest. (Walk in) 1.3 Confirmed guest b) 1st time guest. “Welcome to (Hotel name) (guest name). We are holding your reservation for a (room type), (bed type), (smoking/non smoking) for (no. of room nights). Is this in order (guest name)?” c) Repeat guest. “Welcome back to (Hotel name) (guest name). We are holding your reservation for a (room type), (bed type), (smoking/non smoking) for (no. of room nights). Is this in order (guest name)?” i) All return guests will be recognized and greeted by saying "Welcome back (Guest name)". ii) Personalized, signed welcome letters from the General Manager/Resident Manager will be given at the time of check in. For repeat guests a welcome back letter will be given on arrival d) Personalized, signed (digitally or otherwise) welcome letters from the General Manager / RM will be given at the time of check in. For repeat guests a welcome back letter will be given on arrival. 1.4) Walk in guest a) The associate will check with the DM and request for passport for profiling the guest. (Security measure for Walk in guests) On approval proceed to next step. b) Offer rates and options. “(Guest name), since we are not holding a reservation in your name, the BAR that I can offer you is INR (rate) + taxes. Would you like me to reserve a room for you at that rate?” c) If guest not agreeable to rate, offer lower category of room if available.

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1.5) Registration card a) All room guests will be registered on check-in by filling up a Guest Registration Card – this will apply equally to room guests who are charged for their stay, as well as guests checking in on a „house-use‟ or complimentary basis. b) All the guests checking in on a day-use and for „wash and change‟ will also need to fill in and sign the registration cards c) The registration card will be presented to the guest with a standard hotel pen in a neat folder. The folder will be offered open, with the pen left in the open position with the nib facing the guest for direct use by the guest. d) The registration card will be complete with all the details provided during the reservation process. 1) A standard hotel pen will be offered to all guests for use. 2) The pre-registration card will be complete with all details provided during the reservation process. The associate will confirm the number of nights & mode of payment and point out (not speak) the rate & room number. For repeat guest all details will be filled as per the guest history. e) The associate will request for the guests‟ passport (foreign national) or photo identity proof along with the business card. For all guests checking in. “May I request you for any form of Government authorized Photo Identification like Pan Card, Driving License, Voter’s ID or Passport etc please?” “May I request you for your passport please”? (For Foreign Nationals) f) The associate will write/Re-confirm/Highlight the following details printed on the registration card – Name, personal details, and date of birth. Rate per night, category of Front Office SOP: Version 2 (2017)

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room, no. of persons staying. g) The Room rate and room no. will be pointed out to the guest rather than saying it out loud. h) The business card will be attached to the registration card. i) The passport, visa or photo id proof will be scanned for all guests. i)

The associate will reconfirm departure date & time and any special requests prior to requesting guest signature on the registration card and politely explain all the package inclusions to the guest.

j) Departure date and approximate time of departure of the guest will be ascertained by the associate. “(Guest name) we are holding your reservation for (no. of nights). Is that in order? Could you give us your approximate time of departure, so that I can program your key accordingly?” k) Departure date and approximate time of departure of the guest will be ascertained by the associate. “(Guest name) we are holding your reservation for (no. of nights). Is that in order? Could you give us your approximate time of departure, so that I can program your key accordingly?”

i)

Associates will refrain from answering telephones/mobile phones while taking a Check-in. Call pull facility will be used

l) No calls will be answered during the check in procedure. m) As a minimum requirement, guest registration cards will contain the following details: 

The guest‟s name and surname



Complete address with residence proof



Email address



Nationality



Passport details in case of foreign nationals

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

Room rate / rate code



Date of Arrival



Expected date of departure



Mode of payment



Name of Travel Agent, if any



Complete and clear billing instructions



Details of all inclusive items in a very clear manner

n) All guest details will be taken as per requirement for the FRRO for the C-form. (For Foreign nationals only) (For Pakistani and Bangladeshi nationals, a photocopy of the passport has to be taken at the time of check-in. The passport to be returned to the guest within 10 minutes of completing the check-in formalities within the room.) 1.6) Up selling a) The associate will identify the potential guest for up selling. 1) For City Hotels, Check-in procedures will be completed within 5 mins. (in case of a regular Check-in) and 7 mins. (in case of an up selling) For Forts, Check In will be completed within 10 mins. b) He/she will check for availability of rooms prior to the up sell. c) All the facilities and the guest entitlements for the particular up sell will be explained to the guest. d) The up sell charges will accordingly be highlighted for the guest. 1.7) Mode of payment a) The associate will enquire and reconfirm mode of payment. “How would you be settling your charges with us (Guest name)?” b) An approval will be taken on the credit card or credit card details will be noted down on the Front Office SOP: Version 2 (2017)

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registration card to secure the mode of payment (MOP). c) Pre-auth equivalent to the total expected room billing (including taxes) plus 10% of this amount towards extras must be obtained by the Front office team. d) For Debit card payments, a sale will be marked for the entire stay with the incidentals. (The guest will be informed about the same as we cannot take a pre authorization on a Debit Card.) If the final bill is less than that of the sale marked, cash reimbursement will be done against the Receipt of sale. e) For walk – in guest advance payment of (a full advance on room + taxes with 10% of per night charge as incidentals will be taken (mini-bar, food, telephone, etc) f) In case of Entire BTC – “Your bills are being taken care of by (name of company)” g) In case guest is on a redemption package, obtain the voucher / correspondence and attach to the registration card along with the signatures of the guest on the voucher/ correspondence. 1.9) Reconfirming details a) The registration card will be turned towards the guest. b) Reconfirm all the details. “(Guest name), your stay is guaranteed for (no. of nights). Should there be any change in the travel plan, please give us notice of 48 hrs to avoid early departure charge. You would be staying with us at this (X) rate (pointing out the rate and not verbally speaking it), for (no. of persons) in (room category) room. Your (departure information) is as mentioned by you. Would you like us to keep a car ready for you by (specified) time?” 1) PNP: Special request, departure date and time must be reconfirmed prior to requesting guest signature on the registration card. c) Special preferences like newspaper, etc. will be taken down. d) Also choice of room, if any will be taken and room given as per choice if available. Front Office SOP: Version 2 (2017)

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2) PNP: Single lady travelers will be allotted suitable rooms to ensure a comfortable and safe stay. Eva amenities will be pre-placed in the room for all such guests. e) For single lady travelers and physically handicapped guests, rooms will be allotted preferably near the elevator/ near the reception desk unless specifically mentioned otherwise. 1.10) Wake call a) “Would you like me to organize a wake call for you?” 1) PNP: While taking request for wake-up calls, associates will repeat guest name, room number, time of wake-up call and coffee/tea request to ascertain accuracy. b) If the guest requests for it, the associate will note down the time. “Would you also like to follow up the wake call with some tea/coffee?” c) All the details should be reconfirmed in the end by saying “(Guest name), your wake up call for (specified time) and a reminder at (specified time) with (Private Dining order) stands confirmed.” d) All the concerned departments will be informed via Interdepartmental note and verbally as well. 1.11) Guest signature a) Guest signature. “May I request you for your signature here sir”. (Place your open palm on the card pointing towards the position.) 1) PNP: The associate will reconfirm departure date & time and any special requests prior to requesting guest signature on the registration card and politely explain all the package inclusions to the guest. b) As a general rule, it will be ensured that the signatures of all guests checking in are obtained on the registration card.

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c) In case of a VVIP Guest, where signatures cannot be obtained on the registrations card, the Duty Manager will sign off on the registration card. d) In case of a VVIP guest, where clear billing instructions are not available on record, the Front Office Manager/ EAM will escalate and seek advice of the General Manager. e) The FOM will ensure that registration cards, after they have been signed by the guest, are countersigned by the Front Office Manager or any manager deputed by him. This signature will be evidence of the following checks having been carried out by the manager signing : 

That he has verified the completeness of the information contained on the registration card



That he has verified that the room rate/ rate codes are correct.

f) That the billing instructions have been verified and confirmed. 1.12) Guest waiting a) In the event that rooms are not available at the time of check in, all details are taken and guest is escorted to the Lounge. 1) PNP: If the room is not ready upon arrival/check-in, associates will apologize, give an approximate time of room availability and offer complimentary beverage/meal. A personalized card with appropriate amenity from GM/RM/ FOM will be placed in the room with an apology for the inconvenience caused to the guest. 2) PNP: The guest will regularly be updated on the situation, in case of room availability delay. b) The guest will be given an approximate time of room availability and will be apologized to and be offered a complimentary beverage/meal etc. (In case it is 1400hrs arrival, meal can also be offered if approved by the Duty Manager). c) When room is ready the FOA/ DM/ FOM will apologize to the guest and will escort the guest to the room.

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d) A personalized card with appropriate amenity from General Manager will be placed in the room with apology for inconvenience caused to the guest. 1.13) Room allocation a) If a room is not already blocked for the guest by the room controller, the room float will be checked for all available rooms for the category booked. b) Accordingly a suitable room will be given to the guest. c) If the room allotted is still in a dirty status, a different room will be allotted to the guest from the float. d) All VIP rooms / Suite & Club rooms are pre allocated with amenities / welcome card placed in the room with a DNM (do Not Move) placed in the PMS. If there is a change in allocation then the amenities would be shifted accordingly. 1.14) Key docket a) “(Guest name), this is your key docket. Should you wish to access the Hi speed WIFI whilst in the comfort of your room or anywhere in hotel premises the password will be your last name and the user name will be your room number. This (pointing) is your room number and the room key.” b) All written messages, faxes, parcels etc. received prior to arrival will discreetly be given to the guest at the time of check-in. 1) PNP: All pre-arrival messages and faxes will be presented along with confirmation of special requests and written confirmation of appointments and bookings, if any. 1.15) Escort a) The associate will hand over the key docket to the person escorting the guest to the room and inform the guest “(Guest name), (colleague name) would be escorting you to your room. Have a very pleasant stay with us.” Front Office SOP: Version 2 (2017)

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1) PNP: All guests will be escorted to the room by GRA/GRE/FOA/FOE/AMFO/DM, without exception. 2) PNP: While escorting, the associate will explain all F&B facilities, Spa, Health Club and inform of any current F&B promotions without delaying the trip to the room. b) While proceeding to the room, the associate will describe the facilities of the hotel. Also the guest will be informed about the dining facilities available for the next dining period. There will be no delay in reaching the room. 1.16) Rooming the guest a) The guest permission will be taken before explaining the facilities to the guest. “(Guest Name) would like me to apprise you with the room facilities?” b) If Yes: The guest will be introduced to all features which are different or may be overlooked. All features need not be explained to the guest: the nearest fire exit, DND sign. El safe, Guest service directory, light switches and internet connectivity, Thermostat, Telephone, Ice bucket, Location of the hair dryer. i) PNP: Once inside the guest room, the associate will orient the guest to the room and point out: nearest fire exit, DND sign, electronic safe, guest service directory, bathroom features, Private bar, light switches and internet connectivity, thermostat, telephone, ice bucket, location of the hair dryer. ii) PNP: The Butler will offer welcome drinks which would be chilled fresh seasonal fruit juice / refreshing drink /nonalcoholic drink to the guest within 2 minutes of guest arrival in room c) For guests eligible for welcome drinks, the butlers will follow up with Airport / concierge on location of the car. Welcome drink will be ready just prior to the guest arriving to his room. In case of Champagne / Martini, the same will be made and served in front of the guest by the Butler assigned.

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1.17) Baggage a) All guest luggages will be delivered to the guest room within 10 minutes. Suitcases will be placed on the luggage rack, right side up. The bell staff will offer to cut the airline tags and then confirm the no. of pieces of luggage. 1) PNP: All guest luggages will be delivered to the guest room within 10 minutes (15 minutes for Forts). Suitcases will be placed on the luggage rack, right side up. Garment bags will be unfolded and hung in the closet. The Bell person will offer to cut the airline tags. 1.18) Closing a) Before leaving the room, the final contact staff will offer “Is there anything else that I can assist you with?” 1) PNP: The Bell person will smile and offer further assistance by saying "Is there anything else I can do for you (Guest name)?" and, in case no request is made, associates will wish "Have a pleasant stay with The Orchid" before leaving the room b) If no, then “I hope you have a pleasant stay with us, if you need anything please let us know, we would be glad to help you.” c) The door will discreetly and quietly be closed.

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Standard Operating Procedure Check-In & Walk In SOP No:

67

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARDS: CHECK IN – WALK IN GUEST PROCEDURE: 2.1 Walk in guest a)

A guest who arrives at the hotel without a prior reservation is termed as a walk in guest.

2.2) Profiling of guest a) Duty Manager will be informed before confirming accommodation to walk in guests. Duty Manager may exercise discretion and refuse accommodation should the profile of the guest / state of the guest not be appropriate. b) Duty Manager should be sensitive in cases of refusal and record incidents if any. 2.3) Rates offered a) Should the Duty Manager permit, guest will be advised room availability as per the PMS and BAR rate will be offered. 2.4) Registration of guest a) Check in for walk in guests shall be completed at the desk itself. This will be done to ensure

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mode of payment, ID and other details are secured before the guest is taken to the room. 1) PNP: For City Hotels, Check-in procedures will be completed within 5 minutes (in case of a regular Check-in) and 7 minutes (in case of an up sell). For Forts, Check In will be completed within 10 minutes. b) A new reservation will be made at that time and the appropriate source and market codes of walk in (WKN) are applied to the reservation. c) The id should be a government issued proof (Drivers license, PAN card, Voters ID, etc.) for Indian nationals and only passport for foreign nationals. d) In case of MOP, the guest will be informed that a complete advance of payment + incidentals is taken, balance of which would be returnable at the time of check out. e) Check in procedure will be identical to FO – 01 : Check in at the desk.

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Standard Operating Procedure In Room Check-in SOP No:

68

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARDS: IN ROOM CHECK IN PROCEDURE: 3.1) Pre – arrival a) All the guests using the hotel cars will be met on arrival by the DM/FOM/GRE/GRA/FOA and an In Room Check In will be done. 1) PNP: All guests using hotel cars will be met on arrival and In Room Check in will be done. 2) PNP: The Airport representative/driver will make the first call to the Duty Manager /Concierge / Front Desk as soon as the car leaves the airport and communicate special requests made by the guest (if any) b) When the guest leaves from the airport, the airport representative will inform the concierge about the car no. and guest name. c) The front desk will start preparing the registration card and keys for the check in. All alerts and traces will be read and accordingly actioned along with the registration card for any follow up with the guest. Front Office SOP: Version 2 (2017)

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d) At a pre decided marker, the driver will excuse himself to send a pre-defined SMS to the hotel informing the concierge of the guest‟s arrival. “This is (chauffeur name) arriving with (Guest name) by car no. (car no.).” 3) PNP: At a pre-determined spot (5 min from hotel) the driver will make the second call (missed call) - based on which Front Desk will initiate welcome on arrival procedures. e) This will be treated as the 2nd call. A triton page mentioning the guest arrival information will be entered by the concierge. Triton can be used to log a message and to communicate guest arrival information by SMS to all concerned departments. f) An assigned GRE will go to the bell desk and neatly write out the Guest name and the assigned room no. on an errand card. g) She then will stand ready with the Folder and registration card and will inform the doorman the car no. and the guest surname. 3.2) Arrival a) The doorman will approach the known car no. and addresses the guest by name while opening the car door. “Welcome to (Hotel Name) (Guest name)” while doing a “Namaskar” gesture. 1) PNP: On arrival at the hotel, the Doorman will open the car door and say "Welcome to The Orchid (Guest name). Have a pleasant stay." For Forts, Bell person will do the same. b) At the porch, the guest will be greeted with the Traditional Indian welcome of ATG (Aarti and tikka) c) At the lobby, the GRE will welcome the guest with folded hands. “(Time of the day) (Guest name), Welcome to (Hotel Name)” The guest will be escorted to the elevator. 3.3) Escorting

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a) While escorting the guest, the associate will inform the guest of the location of the breakfast room and all F&B facilities, Spa, Health Club and inform of any current F&B promotions. 1) PNP: While escorting the guest, employees lead the way by walking on the left side of the guest at a comfortable distance b)

Associates will not unnecessarily delay the guest while escorting him/her to the room.

c)

The room door will be opened by showing the guest the key card function and the way to hold the key card.

d)

The welcome drink is kept ready inside the room. The butler will wait outside the room for the guest to approach the room while being escorted and opens the door to the room on guest arrival and proceeds to do the rooming. Once the guest is comfortable in the room the Butler would then offer a welcome drink.

2) PNP: The Butler will offer welcome drinks which would be chilled fresh seasonal fruit juice / refreshing drink /nonalcoholic drink to the guest within 2 minutes of guest arrival in room. 3.4) Registering the guest a) Once in the room, the guest will be seated and presented the registration card. b) All the reservation details will be confirmed with the guest. c) Personal details and business details will be requested from the guest. d) Photo id proof of all the guests who are to stay will be scanned and attached to the PMS profile. e) Guest will be introduced to the hotel loyalty program (GHA) or membership or FFP no. will be taken to update frequent flyer miles. f) The passport will be returned to the guest within 10 minutes of completing the check-in

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formalities within the room (Not relevant for the portable scanners).

3.5) Rooming the guest a) Associates will offer to room the guest. “(Guest Name) would like me to familiarize you with the room facilities?” RC/Club: Butlers will perform room orientation 1) PNP: Once inside the guest room, the associate will orient the guest to the room and point out: nearest fire exit, DND sign, electronic safe, guest service directory, bathroom features, Private bar, light switches and internet connectivity, thermostat, telephone, ice bucket, location of the hair dryer. b) If the guest agrees the employee will show the room features and introduce the butler facilities to the guest, taking care to mention nearest fire exit, DND sign, El-safe, guest service directory, bathroom features, Private bar, light switches and internet connectivity, Thermostat, Telephone, Ice bucket, location of the hair dryer. 3.6) Baggage a) The errand card with the guest details will be tallied with the car no. and room number. b) These bags will be taken up to the room within 10 minutes of guest check in. (15 minutes for Fort properties.) 1) PNP: All guest luggages will be delivered to the guest room within 10 minutes (15 minutes for Forts). Suitcases will be placed on the luggage rack, right side up. Garment bags will be unfolded and hung in the closet. The Bell person will offer to cut the airline tags. c) The guest will be requested to verify the number of pieces at the main porch and the room to assure no discrepancy in the number delivered to the room and the number received at the Front Office SOP: Version 2 (2017)

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main porch. d) Suitcases will be placed right side up on the luggage rack. e) Guests will never be solicited for any gratuity. 3.7) Mode of payment a) A pre authorization will be taken for the amount mentioned to the guest and the details will be entered on the PMS in cashiering comments and credit card details. The customer copy slip will be sent to the room and the merchant copy will be attached to the reg. card. b) For Debit card payments, a sale will be marked for the entire stay with the incidentals. (The guest will be informed about the same as we cannot take a pre authorization on a Debit Card.) If the final bill is less than that of the sale marked, cash reimbursement will be done against the Receipt of sale. c) For cash transactions over INR 25000, PAN no. will be requested for and the guest will be charged for the entire stay + incidentals. 3.8) Delivery a) After taking copies of the id proof and taking a pre authorization / sale, the same will be hand delivered to the room. The guest will be given the id proof taken at the time of the registration and the customer copy of the pre authorization slip /sale copy. 3.9) Closing a) Before leaving the room, the final contact staff will offer “Is there anything else that I can assist you with?” 1) PNP: Associate will smile and offer further assistance by saying "Is there anything else I can do for you (Guest name)?" and, in case no request is made, associates will wish "Have a pleasant stay with The Orchid" before leaving the room. If no, then “I hope you have a pleasant stay with us, if you need anything please let us know, we would be glad to Front Office SOP: Version 2 (2017)

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Standard Operating Procedure Group Check-in SOP No:

69

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

help you.” b) The door will discreetly and quietly be closed

STANDARDS: GROUP CHECK IN PROCEDURE: 4.1) Pre-arrival a) The group co-coordinator will ensure that all the billing instructions will be clearly indicated in the cashiering comments in the reservation. b) All guest details and VIP codes will be updated on the PMS along with the ETA (Expected time of arrival) c) The rooms‟ controller will print the group arrival sheet at least 2 hours prior to guest arrival. d) Rooms will be blocked at least 2 hours prior according to the ETA and welcome letters will be printed as per instructions. e) All keys will be prepared in advance. 4.2) Scattered Arrival

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a) For scattered arrivals no meeting space or area will be booked or blocked. All arrivals can be handled by the front desk staff.

4.3) Group Arrival a) For group arrival wherein everyone arrives together, a meeting area will be booked as per availability. Water is offered (welcome drinks as per contract) in the meeting area. 4.4) Arrival a) For all guests arriving only signatures and photo identity cards will be taken. b) Depending on the billing instructions pre-authorization may or may not be taken. None for EBTC (Entire Bill To Company)group, only extras for RT (Room+Taxes) to company group, full pre-auth for DP (Direct Payment) group c) No individual registration cards will be printed for the group guests. d) After the signature on the group sheet, the guest will be offered the room keys and a welcome letter on behalf of the hotel. e) The id proof will be sent to the room later after appropriate copies are taken. f) In the group sheet the details for the group check out time, luggage down and wake call if any will be taken to ensure smooth operations. 4.5) Group distribution a) After the profiles are updated with all the details from the id proof and the other details, the duty manager checks all the details after which the group sheet will be distributed. b) A copy of the same goes to the telephone operators to inform them of the wake calls. Second copy will go to the bell desk to organize the luggage movement. The third copy will go to the cashier for billing and checkout details. The last copy will go in the front desk group Front Office SOP: Version 2 (2017)

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Standard Operating Procedure Lounge Check-in SOP No:

70

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

handling file for records.

STANDARDS: LOUNGE CHECK IN PROCEDURE: 5.1) Pre – arrival a) When the guest leaves from the airport, the airport representative will inform the concierge about the car no. and guest name. 1) PNP: The Airport representative/driver will make the first call to the Duty Manager /Concierge / Front Desk as soon as the car leaves the airport and communicate special requests made by the guest (if any). b) The call is made to the DM / GRE by the airport rep. The GRE / DM co-ordinate with the club butlers to make the necessary arrangements for the arrival of the guest. c) The Club reception will start preparing the registration card and keys for the check in. All alerts and traces will be read and accordingly actioned along with the registration card for Front Office SOP: Version 2 (2017)

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any follow up with the guest. h) At a pre decided marker, the driver will excuse himself to send a pre-defined SMS to the hotel informing the concierge of the guest‟s arrival. “This is (chauffeur name) arriving with (Guest name) by car no. (car no.).” d) This will be treated as the 2nd call. A triton page mentioning the guest arrival information will be entered by the concierge. Triton can be used to log a message and to communicate guest arrival information by SMS to all concerned departments. e) An assigned Club Associate will go to the bell desk and neatly write out the Guest name and the assigned room no. on an errand card. f)

She will then stand ready for the ATG and will inform the doorman the car no. and the guest surname. 2) PNP: At a pre-determined spot (5 min from hotel) the driver will make the second call (missed call) - based on which Front Desk will initiate welcome on arrival procedures.

5.2) Arrival a) The doorman will approach the known car no. and will address the guest by name while opening the car door. "Welcome to (Hotel name) (guest name)" while doing a “Namaskar” gesture 1) PNP: The doorman will open the car door within 10 seconds of arrival and greet the guest by saying "Welcome to The Orchid (Guest name)" while doing a “Namaskar” gesture. b) At the porch, the guest will be greeted with the Traditional Indian welcome of ATG (Aarti, tikka, garlanding). c) At the lobby, GRE will welcome the guest with folded hands. “Good (time of the day)(guest name), Welcome to (Hotel Name).” The guest will be escorted to the lounge area.

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d) The guest will be offered a seat in the lobby and welcome drinks will be served. e) In the mean time the passport or the photo id proof of all guests who will be staying is requested for. 5.3) Registration a) The registration card will be presented to the guest. All pre arrival messages will be given to the guest in a neat envelope. 1) PNP: All pre-arrival messages and faxes will be presented along with confirmation of special requests and written confirmation of appointments and bookings, if any. 2) PNP: The pre-registration card will be complete with all details provided during the reservation process. The associate will confirm the number of nights & mode of payment and point out (not speak) the rate & room number. For repeat guest all details will be filled as per the guest history. b) The reservation details will be confirmed with the guest and the personal details will be taken or a business card will be requested. c) The mode of payment will be confirmed and credit card details will be taken. d) The guest will be informed that a pre-authorization would be taken on the credit card for RT for the no. of nights + INR 2000 of the per night charges for any incidentals. e) At the same time the ID proof will be scanned and attached to the guest profiles. f) Also the guest will be checked in on the PMS. 5.4) Escorting and rooming a) Remains same as Check in – at the desk. 5.5) Mode of Payment

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a) A pre authorization will be taken for the amount mentioned to the guest and the details are entered on the PMS in cashiering comments and credit card details. The customer copy slip will be sent to the room and the merchant copy will be attached to the reg. card. b) For any debit card – no pre authorization will be taken. Direct sale is marked for the amount and the guest will be informed that at the time of check out the balance amount will be given back to the guest in cash. c) For cash transactions over INR 25000, PAN no. will be requested for and the guest is charged for the entire stay + incidentals. 5.6) Baggage a) Remains same as FO – 01 : Check in – at the desk.

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Standard Operating Procedure Registration of Pakistani & Bangladeshi Nationals SOP No:

71

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARDS: REGISTRATION OF PAKISTANI & BANGLADESHI NATIONALS PROCEDURE: 6.1) Registering of guests a) During the time of check in, the guest passport and visa scanned copies are taken. 

For Pakistani nationals – Visa application form and residential form copies will be also taken.



For Bangladeshi nationals – Only passport and visa.

b) Apart from the hotel registration card, a special “C-form” (As dictated by state laws) will be filled with a repeat of all details. 6.2) Check of documents a) The validity of passport and visa will be checked. In case the visa is expiring during the course of the stay, staff will politely refuse to register the guest. b) Permission of stay will be checked in the visa application form for the cities in which stay is permitted. 6.3) Special “C – form”

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a) A special “C-form” will be kept for such guests. We have to take all the details so mentioned on this form. b) All details of arrival, departure, length of stay, onward destination details will be taken for security purposes. 6.4) Duty Manager informed a) On such a check in, the DM will be informed and they in turn inform the security. b) Also this “C-form” will be processed in the same shift and sent across to the FRRO for registration. 6.5) Personal registration a) As per legal norms, citizens of Pakistan and Bangladesh are required to report to a local police station upon entering any city during their travel to India. b) At the time of registering a citizen of Pakistan or Bangladesh, the Front Desk associate will politely inform the guest of the location of the nearest Police Station for this purpose. c) The Associate will offer the usage of Hotel fleet with compliments. Should a guest use the fleet, an associate must accompany the guest for this purpose to the local police station. d) In situations, where the guest is carrying an exemption certificate to this rule, a copy of the certificate will be kept with the Hotel for internal records.

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Standard Operating Procedure Registration when PMS is down SOP No:

72

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARDS: REGISTRATION WHEN PMS IS DOWN PROCEDURE: 7.1) Reports a) As a procedure and part of the shift checklist, each shift will electronically save essential reports which would assist in carrying out operations without the Property Management System (PMS). 

Expected Arrival report



Open balance report



Clean vacant room report



Dirty vacant room report



VIP arrivals

b) PMS shutdown may be planned or unplanned. For planned shutdowns, Information Systems must seek the prior approval of the Executive Assistant Manager – Rooms, so that a mutually agreeable time is decided for the shutdown. c) Duty Manager and Rooms Controller will take command of operations at the Front Desk itself. 7.2) Registering of guests Front Office SOP: Version 2 (2017)

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a) Key machine will be set on manual mode b) Blank registration cards will be utilized (back up in FOM office) c) A copy of the clean vacant, dirty vacant, occupied rooms, out of order rooms, out of service rooms which are with Front Office will be made and provided to the Housekeeping In-charge so that both departments refer to the same sheet. Any change in room status thereafter will be made on respective sheets d) Rooms Controller will coordinate room status change with Housekeeping and keep the Duty Manager informed. e) Duty Manager will maintain a record of pending arrivals, reconfirm room status, reconfirm availability & placement of registration card. f) After the PMS services have resumed, Housekeeping will immediately change status of rooms on the system so that check in may be shown.

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Standard Operating Procedure Guest Profile Updations SOP No:

73

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARDS: GUEST PROFILE UPDATION PROCEDURE: 8.1) Profile Updations a) The guest name will be appropriate along with salutation from drop down list. b) Company name, designation, address, contact details will be taken from the business card. c) From the passport or photo id personal details will be entered into the corresponding fields. d) Scanned copy of passport or photo id will be attached to the profile as an attachment. e) PAN no. or driver license no. etc will be entered into the corresponding field. f) All data entry standards will be followed while updating profiles. (See attachment below). 8.2) Reservation updations a) Arrival and departure dates will be verified. b) Correct no. of adults and children will be entered in PMS for correct daily figures. c) Room type (upgrade if any – reason to be given)

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d) Rate code and room rate e) Source of business, market segment to be correctly entered. f) Discount and reason to be given. g) Credit card, expiration, pre-authorization and approval code will be entered. h) MOP (Mode of Payment) if cash advance will be mentioned in the billing comments. i) Services, features, amenities or preferences will be entered. j) Comments. Reservation and billing comments will be correct and credit card details must feature.(e.g. Direct Payment, Bill to Company, Room + Taxes to Company etc) k) Booker name and details will be given. 8.3) Wakeup call a) All wake-up calls will be given to the operator by the person taking the wake call request. 8.4) Check payment information a) All payment information will be intact. b) For 3rd party payments all the attachments and supporting will be attached to the profile. c) Set appropriate routing for agent/company billing. 8.5) Complete information a) In case there is any information missing such as address, payment, departure time etc, guest will be called to confirm or leave a trace for the next shift to follow up.

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Standard Operating Procedure Room Change SOP No:

74

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARDS: ROOM CHANGE PROCEDURE: 9.1) Identifying the reason a) Identify the reason for room change request. A guest may request a room change for a number of reason: 

Preference of view.



Size and category of room.



Technical problems.



Location of the room. (Near the elevator) etc.

b) Room change will be handled with a sense of urgency. 9.2) Identifying new room a) New room will be identified according to the guest preferences. b) Thorough room check will be done to ensure that the problems experienced in the previous guest room do not recur. A fresh set of newspapers, magazines and amenities will be placed Front Office SOP: Version 2 (2017)

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in the room.

9.3) Room change a) Once the key for the new room is prepared, the guest will be called and checked with, if any assistance from the Butler/ Bellboy would be required to pack his luggage. The butler/ bell person in turn will be contacted and sent to the guest room. b) Guest will be escorted to the new room allotted. Ensure the guest is satisfied with the new room. c) The luggage, once packed by the guest, will be shifted to the new room. d) Once the guest has been physically shifted to the new room, the same will reflect on the PMS. 9.4) Room change slip a) A room change slip will be made specifying clearly the reason for the room change b) The room change slip will be signed by the  Bellboy/Butler who has physically changed the room of the guest.  The associate who shows the change of the room in the system.  Duty Manager (In the same order as given.) c) The room change slip is made in a triplicate. The original copy will be given to the cashier; one copy will be attached to the registration card while one remains as a book copy. 9.5) Updating the room change a) If a guest has been given a room change during his stay, the same will be updated in the PMS in the profile notes remarks field with clear reasons specified, as an indicator of the guests‟ preference. A similar problem should definitely not recur on the guests‟ next visit.

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Standard Operating Procedure Safe Deposit Locker SOP No:

75

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARDS: SAFE DEPOSIT LOCKER PROCEDURE: 10.1) Issue a) When guest wants to use the Safe Deposit Locker(SDL), front desk associates will request the guest to fill the SDL form which includes: 

Name and address of guest.



Room number.



Date and time opened



Locker number



Guest signature

b) The SDL form will show the terms and conditions of the safe deposit locker. C) A check out alert will be put in the PMS to ensure that the guest is reminded once again to empty out the SDL at the time of check out. Front Office SOP: Version 2 (2017)

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10.2) Withdrawal a) The associate will write the time of the locker being retrieved, on the SDL card. b) The guest is requested for their SDL key and the locker is opened by using both the master key and the guest‟s key. c) The locker will be given to the guest. d) When the guest has placed his/her valuables in the Locker, ensure the box will be placed back in the locker slot at the right place. e) Each time that the locker is to be operated by the guest, a corresponding entry will be made in the SDL card, which will be signed by the guest. F) The associate will lock the door and return the key to the guest. 10.3) Closing of locker a) The SDL card will be signed on the column for locker closure. b) The associate will check that the locker returned is empty. C) The associate will put the key back in the key slot. 10.4) Loss of safe deposit key a) The staff will be extra vigilant in such cases wherein the master key has been lost by the Front Desk. b) In case of a guest losing the key for the safety box, Duty Manager and Security will be informed by the staff. c) So that the Guest Safety Box is not misused by an unknown person a tab to be kept on the people operating that particular safety box. d) The Duty Manager will speak with the guest and inform the guest the charges for the Front Office SOP: Version 2 (2017)

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replacement of the locker as it has to be broken open. E) In case a safety locker is being broken open, the Duty Manager will inform the Front Office Manager, Security Manager and EAM Rooms. 10.5) Maintenance of safe deposit area a) Duty Manager to ensure that a periodic check i.e. every fortnight will be done with an inventory of the keys, record maintenance, safety box. b) At no point will the guest safety box area be kept untidy as it is directly accessible to the guests. c) Every shift Duty Manager will take a round of the guest safe deposit box area to ensure the facility is being kept as per the required standards. D) Any maintenance which is required for the guest safe deposit box area should be done on priority and Duty Manager will ensure the same.

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Standard Operating Procedure Wake Up Call SOP No:

76

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: WAKE UP CALL SHEET Should a guest place a wake-up call with the Concierge or Front Desk, accurate information will be recorded and forwarded to the telephone operators for their execution. PROCEDURE : 11.1 Guest request a) When a guest request for a Wake-up call fill in the details of the guest: 

Guest name



Room Number



Time of the Call



Received by

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

Tea/coffee or Breakfast is required and its time of service



Time of wake-up call

c) In the case of a guest requesting across the counter for a wake-up call, the associate will verify and crosscheck that the guest name matches with the room number of the guest. This is done to ensure that the guest has not given a wrong room number for his wake up call. 11.2 Operator a) Inform the operator of the Wake-up call giving the required details, ask for the operator‟s name to which you have informed this and write it in the Wake-up call sheet. b) The operator maintains a register with all the wake call requests from the various guests and also enters the data into the PMS for the automated wake calls. 11.3 Private dining a) The tea/coffee requests will be e-mailed to the Private Dining/Butler Services with a cc to operators and duty manager. 11.4 Front Desk a) In the PMS, the guest desired check out time will also be mentioned to assist in departure formalities and help in departure control. b) For the concierge themselves, a mention is made for the time a vehicle would be required for guest departure. 11.5 Records a) The wake call sheet maintained at the Front Desk is tallied with the Operator‟s wake call register to ensure that all requests are addressed. b) The Wake-up call sheet will be signed by the Duty Manager of the night shift and then be filed away in the Wake-up call file. Front Office SOP: Version 2 (2017)

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Standard Operating Procedure Early Check-in SOP No:

77

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARD: EARLY CHECK IN POLICY : All guests arriving in the hotel in early morning hours will be provided a room on immediate occupancy PROCEDURE : Room available : a) The standard check in time is 1400hours. b) In the event of a reserved guest arriving in early morning hours (7 am and beyond) and the room category reserved for is clean vacant, an early check in will be provided without the levy of any additional charge. c) Check in before 6AM - 100% of Day‟s BAR d) Check in between 6AM – 12noon -Complimentary, subject to availability Room not ready a)

In the event of the room category reserved for not being clean vacant, guest may be requested to proceed for breakfast while Housekeeping is asked to prioritize cleaning of the required room.

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b)

In either case, the guest will be informed about the special gesture extended by Standard Operating Procedure Early Departure

SOP No:

78

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

the hotel.

STANDARD: EARLY DEPARTURE POLICY: Set measures will be followed when honoring the guests’ request to depart earlier than originally scheduled. Departure reconfirmation a) Standard check out time is 1200hours. b) At the time of check in, the departure date and the approximate time of departure are reconfirmed. c) Guest will be informed that if any change in plans is notified after the day of arrival, an early departure charge would be applicable for the change of departure date a) Departure dates can be amended however there will be early departure charges of one

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night if there is no intimation 24 hours prior to date of check in. b) Should a guest wish to reduce the number of nights on any day after the arrival date, a one night retention charge would be applicable irrespective of the number of nights lost. Reservation details: a) Changes to be duly updated on PMS along with amendments in the cashier comment. Guest dispute a) Incase the guest refuses the pay, the respective DM needs to be contacted. b) The DM should try to reason with the guest. c) If the guest is irate and refusing to pay, the charges can be waived off only after the approval of AFOM / FOM however in the night the DM night manager takes the call and reports the reason to the FOM in the morning

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Standard Operating Procedure Issue Of Duplicate Keys SOP No:

79

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Standard: Issue of Duplicate Keys Policy: guest security will be given foremost importance while issuing duplicate keys. Request for duplicate A) upon receiving a request for a duplicate key card, it must be carefully ascertained whether the previous key issued has been misplaced or left inside the room, by using the phraseology, “certainly (guest key name), I would be happy to provide you with a new key. As a security precaution, may i know if the previous key is in your room or has been misplaced?” Issue of keys A) While issuing a new key card, guest will be informed that any previously issued key shall not function once this key is used. This would be critical in case of double occupancy rooms where the sharer guest still has a previously issued key. B) While issuing an add on key card, guest must be informed that the previously issued key shall still function in addition to the new key card issued. C) At the time of issuing a duplicate key card, the front desk associate must discreetly verify Front Office SOP: Version 2 (2017)

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the guest standing in front of the counter with the guest picture available on Photo ID. D) When keys are re-issued a guest passport docket will be provided again. Key not working Should a guest mention that they were having difficulty in opening the room door, the front desk associate will proactively offer to walk up to the room along with the guest to assist & verify the room lock.

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Standard Operating Procedure Guests With Weapons SOP No:

80

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDANRD: GUESTS WITH WEAPONS POLICY: No guests will be permitted to carry a weapon within the hotel premises. Scanning and frisking a) Every guest entering the hotel will pass through the DFMD (Door Frame Metal Detector) and will be subject to personal frisking should the Security In-charge at the main porch deem it necessary. b) All hand held baggage will be subject to scanning using the luggage scanner c) During this process, should it be realized that a guest (whether resident or non-resident) is in the possession of a legal weapon (such as a revolver with a valid license), the Duty Manager and Security Manager Will be informed. License a)

The license to carry and operate the weapon must be scrutinized and a copy kept with the hotel for records

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Restricted entry of weapons a)

The guest will be informed that the weapon is not permitted within the hotel premises. The guest is welcome to enter the hotel for the purpose intended; however the weapon will have to be deposited with Security and will be handed over at the time of leaving the hotel. b) Under no circumstances, are weapons permitted within the hotel, irrespective of

whether he guest is resident or a non resident. c) A disclaimer format maintained by the hotel shall be maintained, duly signed by the guest, security and the Duty Manager. d) Such incidents will be recorded in Duty Manager log book for records e) For Government security agencies and defense forces, DM discretion to be exercised

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Standard Operating Procedure Safe Locked In Occupied Room SOP No:

81

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARD: SAFE LOCKED IN OCCUPIED ROOM POLICY: Guests will be provided with maximum possible assistance should the guest forget the safe password Request for manual opening safe Upon receiving a request for assistance to open the room safe, the Operator will page the Duty Manager and Security In charge using Triton. (safe locked, occupied room). Opening the in room safe a) The Security personnel along with a DM will proceed to the guest room. An incident report is made for the same. b) Standard procedure of entering a guest room will be followed (doorbell to be rung thrice followed by knocking twice before entering the room) Resetting and demonstration a)

Security In-charge will open the room safe in the presence of the guest. At the same time, should the guests require any clarity on the functioning of the safe, a brief demonstration may be provided by Security. Room safe will be reset for guest use to allow for a new password.

a) Security In-charge will politely excuse himself from the room and keep an internal record.

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Standard Operating Procedure Visitors For In-house Guests SOP No:

82

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARD: VISITORS FOR INHOUSE GUESTS POLICY: Staff will maintain confidentiality of guest profile details and respect guest privacy. For in house guests a) A visitor must possess the first name or surname of the guest they wish to speak to. References of company name, nationality, arrival date or any other such reference will not be entertained to search for a guest on PMS. b) Should the guest details not be found on PMS, the spelling‟s of the name provided must be reconfirmed and checked again. Expected Arrivals and Departed guests will also be checked. c) Should the guest details be found on PMS using first name or surname, it will be acknowledged to the visitor for re assurance. d) The guest will be contacted in the room and informed of the arrived visitor. e) Should the in house guest wish to meet the visitor in the room, the Visitor will be escorted

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to the guest room. Alternatively, the in house guest may speak to the visitor using the phone. f) At any point of time, the guest room number will not be disclosed. g) Should the guest not be in the room, guest will be contacted on the mobile phone (if available) to inform of the arrived visitor d) The guest will be contacted in the room and informed of the arrived visitor. e) Should the in house guest wish to meet the visitor in the room, the Visitor will be escorted to the guest room. Alternatively, the in house guest may speak to the visitor using the phone. f) At any point of time, the guest room number will not be disclosed. g) Should the guest not be in the room, guest will be contacted on the mobile phone (if available) to inform of the arrived visitor

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Standard Operating Procedure Shift Back Up Reports SOP No:

83

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARD: SHIFT BACK UP REPORTS POLICY: Associates will save vital PMS reports at the beginning of each shift in order to be able to carry out regular Front Office operations in the event of an unplanned PMS shutdown. Shift reports a) Shift back up reports will be electronically saved on a designated Front Office computer terminal and not be physically printed. b) PMS reports will be generated and exported to excel compatible documents. c) Back up reports will be saved at the beginning of each shift and would be the responsibility of the Shift In-charge as part of shift checklist. SL Procedure (What) Step(s) (How) Reports a) A back up shift report set will include the below mentioned reports

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Manager‟s Flash report of the previous business date

Departure report for tomorrow

Wakeup call report of the day Wakeup call report for tomorrow

– Shift F 3 of the day

b) In the event of a planned PMS shutdown coordinated through Information Systems, back up reports will be generated & saved again prior to the planned shutdown, thus ensuring updated data is available to carry out Front Office operations.

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Standard Operating Procedure Show Around Room SOP No:

84

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARD: SHOW AROUND ROOM POLIC: Associates will ensure that one room of each category is always dedicated for show around and FAMs. Room allocation a) Everyday a set of rooms (one from each category) would be decided by the Rooms Control Housekeeping and taken as out of service in the system as show around. b) These rooms will be preset with all amenities and room collaterals prior to 09:00 hrs. c) Housekeeping clear these rooms after a thorough check as these rooms will be indicative of the room category. Change in room allocation a) Any changes to the room numbers shall be informed to Room control, housekeeping,

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butlers and guest relations. Unless, the hotel is nearing a sold out status, room numbers will not change. Exceptions a) On sold out dates and high occupancy dates, this procedure will not be enforced. b) On days when rooms are not available or housekeeping is busy, the show around rooms will be released for sale. c) At the end of the day after 20:00 hrs, these show around rooms will be released for sale.

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Standard Operating Procedure Single Lady Traveler SOP No:

85

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARD: SINGLE LADY TRAVELER POLICY: Single Lady Guests will be accorded special attention during their stay with an emphasis on safety, comfort and privacy. Pre arrival a) Rooms Controller will assign a room number from the pre defined list of preferred Single Lady Guest rooms. b) These rooms will not be inter-connecting and neither will be too far from the elevator (to avoid long walks during late evenings) nor too close (to avoid noise disturbance; visibility from lobby landing / corridors). c) Single Lady guest rooms will not be adjacent to service doors.

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d) Women magazines will be placed in the guest room. e) The guest will be offered to be escorted to the room after 9 pm (by a lady associate). f) A shuttle service to shopping. g) Expanded toiletry items for women will be available in gift shop) Single Lady Guest amenities from Housekeeping must be pre placed in the room as per standard. Nail cutter and filer Nail polish remover-Ladies magazines Sanitary Napkin pouch Eye masks Ear plugs Arrival a) Vehicles from the hotel fleet will only be used for Single Lady Guests. Vehicle shall be kept ready for service as per PNP standards. b) During winter months, a shawl will be offered to the guest c) The airport representative will converse discreetly with the guest and will introduce the guest to the chauffeur waiting near the card. d) The Airport Representative will inform the Duty Manager once the vehicle has left the airport. Vehicle and Chauffeur details will be available at the Concierge. e) Chauffeur will offer mineral water, cold face towels and the music menu as per standard. f) All single lady travelers are met /escorted to the car and met on arrival by the GRE /DM. In house Front Office SOP: Version 2 (2017)

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a) Single lady kits are offered to all single lady travelers. b) Only a lady housekeeper will service the room /give turn down service during the course of stay. c) All Minibar requests will be attended preferably by a lady butler (or accompanied by a lady if guest is in room) d) Single lady guest calls will be screened and then transferred to the room. e) In case the guest is dining in any restaurant, the table allocated should be private and not located in the centre. f) All guest packages; parcels will be delivered to the room by a lady Front Office team member. g) Room Service orders should be delivered by a lady team member. In case of a gentleman, a lady team member / butler must accompany. h) In case of any maintenance requirement in the room (in the presence of the guest) the Engineering technician must ensure that he is accompanied by a lady butler, lady guard or a lady Front Office team member. Engineering technician will not enter the room alone. d) The identity and the room number of a single lady will not be disclosed to any caller by the staff. Departures In case the Single Lady Traveler requires a hotel vehicle to proceed to the airport or station, the airport representative will meet and escort the guest. However, if requested, a lady associate may accompany the guest.

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Standard Operating Procedure Stay Extension Request SOP No:

86

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARD: STAY EXTENSION REQUEST POLICY: Incase the guest asks for an extension of stay duration, the same shall be provided to him with minimal Room availability 

On receiving guest‟s query for extension, the room availability for the duration of extension period will be verified before any commitment is made to the inconvenience (subject to room availability).



In case of a sold out situation, the associate with the extension request will discuss with the Duty Manager on shift or Front Office Manager before informing the guest of non availability of the room.

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a) An in-house guest will be extended on the same room rate or a different rate on discretion of the AFOM/FOM. b) While reflecting the extension of stay on PMS, should the initial room rate be closed, the Duty Manager will exercise the discretion of their password rights. Room allocation a) Should the room number be allocated for another guest, the Rooms Controller will change the future allocation to an alternative room or suite. b) In case the room allocation for the expected arrival cannot be changed (owing to preferences that have been confirmed, suite reservations), Duty Manager will be informed who shall personally speak to the in-house guest, politely requesting for a room change for the extended nights. c) A room change will be offered only if no alternatives are available.

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Standard Operating Procedure Guest No-Show On Flight SOP No:

87

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARD: GUEST NO-SHOW ON FLIGHT POLICY: Associates will proactively inform the management and the booker of the non appearance of a guest as a precautionary measure. Non appearance of guest a) In the event of a guest not responding to Hotel paging board at the airport, long after other passengers on the same flight have exited the terminal building, the Airport Representative will check with airline officials. B) Duty Manager will be immediately informed of the situation, who shall in-turn brief the Rooms Controller. Airport check a) The airport representative will check the airline flight manifest. b) If the name does not appear on the manifest, it implies that the arrival details available with the Airport Representative have been subject to change. c) In case the name does appear on the manifest and the guest has not responded to paging Front Office SOP: Version 2 (2017)

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board, it implies that the guest has either availed an alternate mode of transport or / and has missed the Hotel paging board altogether. Hotel information check a) In the event of the name not appearing on the manifest, Rooms Controller will check correspondence available to verify that the flight details made available to the Airport Representative were correct or not. b) Should the contact number (mobile) of the guest be available, the guest will be spoken to so that if needed, transfers will be arranged on any alternate flight. In the absence of the guest mobile number, the booker will be spoken to for clarifications. c) If the guest is arriving at the hotel directly, the Duty Manager will meet the guest and ascertain the reason for not responding to the Hotel signage. Any discomfort faced by the guest of being unable to locate the signage will be internally addressed.

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Standard Operating Procedure INCOGNITO GUESTS SOP No:

88

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARD: INCOGNITO GUESTS POLICY: Associates will ensure that guests requesting to keep their identity anonymous is adhered to and communicated to all concerned departments. INCOGNITO Status a) A guest who wishes to keep their identity anonymous will be given an INCOGNITO status by the hotel which is reflected on PMS. Guest details will not be shared. b) Such a request can be made by the guest at any stage of their stay. It could be pre arrival, arrival or in house. c) Should a room be on double occupancy status, it will be enquired if a single occupant shall be INCOGNITO or both occupants. Updating of INCOGNITO Status a) To update INCOGNITO status on Opera, guests name shall be reflected as under. Field - Entry

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Last name - “Guest last name” INCOGNITO First name - “Guest first name” b) A communication to this effect shall be sent out by the Duty Manager thus informing Housekeeping, F &B, Butlers, Front Office Manager and EAM Rooms. c) Such requests will be mentioned and discussed in team briefings so that all team members are aware. d) At the time of departure, INCOGNITO status will be removed with an update in profile notes for future reference. e) The Duty Manager will make a list of Guests requesting for the INCOGNITO status for future references. Communication with the INCOGNITO guest a) If any visitor wishes to meet or speak to an INCOGNITO guest, the visitor will be politely informed that there is no guest in house with the name provided unless advised by the INCOGNITO guest. b) In the event of receiving a package or parcel, baggage service will inform the Duty Manager who shall liaise further with the guest and act accordingly. c) If a guest has a private butler during the stay, all telephone calls will be forwarded to the butler instead of transferring the calls directly to the guest.

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Standard Operating Procedure GUEST FEEDBACK/MYSTERY AUDIT ANALYSIS SOP No:

89

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARD: GUEST FEEDBACK/MYSTERY AUDIT ANALYSIS POLICY: Associates will continuously analyze all guest feedbacks (scores as well as openended comments) and initiate steps for corrective preventive action. Guest feedback a) Associates will collate CFS comments and can collect the information from the reports “CFS Rooms & Print Cards”. b) All comments as obtained from CFS, Comment cards, verbal feedback etc. will be collated as per the respective departments. Mystery audit a) Mystery audits shall be conducted quarterly. b) Associates will go through the mystery audit scores and feedback points as obtained from the respective audit.

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c) Departments will list down the points wherein the standards were not met and also compare it with the previous audit issues (via the mystery audit analysis report). Analysis & Solutions a)

Associates will analyze the areas in which the scores are low and/or have come down from the previous month/audit.

b) For those areas, associates will go through the comments and try to understand the shortcomings so as to overcome them. c) For minor complaints, the associates will proactively solve them. d) For major complaints, the department will constitute a team brain storming session to find a suitable solution. e) A quarterly analysis cum Pareto can also be done to find out the repetitive issues which can be solved by a cross functional team. f) For points which are beyond the department control, the GM will be informed.

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Standard Operating Procedure INTERNAL AUDIT SOP No:

90

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARD: INTERNAL AUDIT POLICY: Department will analyze the findings of the annual internal audit, initiate corrective and preventive measures and update the internal auditors on the same. Internal Audit a) Internal audit is conducted once a year by Haribhakti & Co. b) Departments will go through the mystery audit feedback points as obtained from the respective audit. Analysis and solutions Departments will analyze the areas in which the standards were not met (nonconformances/suggestions).

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Standard Operating Procedure HOTEL VISITS BY OWNERS AND BOARD MEMBERS SOP No:

91

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

85

Head of Department Signature :

b) For those areas, appropriate actions will be taken to meet those standards. c) Accordingly department will prepare a revert on each of the points and forward it to finance for collating a response to the auditor and Corporate Finance. d) For points which are beyond the department control, the GM will be informed.

STANDARD: HOTEL VISITS BY OWNERS AND BOARD MEMBERS POLICY: Department will follow the protocol in all cases pertaining to hotel visits of Ownership and Board Members. Protocol a) CMD (Dr. Kamat): will be greeted at the airport by Airport Manager and by Head of hotel security. General Manager will always greet at hotel. b) Executive Director (Mr. Vishal Kamat), Executive Director (Mr. Vikram Kamat), Mrs. Vishal Kamat and Mrs. Vikram Kamat: will be greeted at the airport by the Airport Manager /Airport Representative. GM will always greet at hotel. EAM will greet only in case the arrival is

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Standard Operating Procedure House use & Complimentary Rooms SOP No:

92

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

at very early or late hours. c) Board members: Airport Representatives will pick up. GM or EAM will greet at hotel.

STANDARD: HOUSE USE & COMPLIMENTARY ROOMS POLICY: Complimentary rooms will be extended to only genuine Business Partners & rules of the Hotel are adhered to POLICY: Complimentary rooms will be extended to only genuine Business Partners & rules of the Hotel are adhered to. Authority a)

The authority to provide rooms on free of charge basis for bona fide business reasons is vested at following two levels and cannot be delegated to any other level including that

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of EAM : – for house use rooms for hotel‟s executives while

b)

discharging their duties (for example a Security Manager staying in the hotel at the time of heightened threat levels) - S&M, Sr. Vice President – Operations, CMD. ED In the case of all company executives travelling on work, the eligibility is as follows: a base category room for all executives below the level of General Manager, a deluxe room for executives from the level of General Manager to Senior Vice President and suites for the President, CFO and Directors on the Board of Company. dine at the All Day Dining Restaurant, Indian Specialty Restaurant or may avail In Room Dining. For dining at any other specialty restaurants, prior approval of the President would be required. The President, CFO, and Directors on the Board of the Company may opt for any restaurant of their choice.

be complimentary for all the executives and Salon, discount of 50% for SPA CFO and Directors on the Board of the Company, Alcoholic Beverages, Smokes, Personal long distance calls (at P&T rates) and all other extras will be billed for and charges collected directly from the executive at the time of check out. and Directors on Board of the Company, no amount is to be collected at the time of check out. They will issue cheques directly to the Corporate Accounts for usage of Spa and Salon and for any other personal expenses. b) In case of house use rooms given to consultants, designers and auditors etc., care shall be taken to ensure that the specific terms of the contract relating to food, beverage and other charges

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are adhered to, with all extras being correctly billed and recovered or are specifically authorized to be waived by the concerned Corporate Heads of Departments. c) Financial Controllers will ensure that applicable statutory levies like Luxury Tax, Service Tax etc. are applied. d) It is mandatory to fill in the guest registration cards at the time of check in and also obtain the signature of the guest on the bill prior to departure. e) All house use rooms must be authorized in writing by the hotel General Manager, and this authorization attached to the registration card. f) In exceptional cases where Guest‟s signatures cannot be obtained, the bills should be available for review duly signed by the General Manager/ Financial Controller. Complimentary a) Complimentary rooms can be classified as under Rooms ookings as per the terms of the written agreements entered into by the various Sales; Marketing offices.

b) Complimentary rooms for group/ conference tour leaders will be provided directly by the hotel Front Office as per the terms of their rate agreements. c) The authority to provide rooms on a complimentary basis (other than to group /conference tour leaders) for bona fide business reasons is vested at following four levels and cannot be delegated to any other level including that of EAM : – for local travels agent and other contracted business. Front Office SOP: Version 2 (2017)

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– for any government officials, bureaucrats, bankers. - for any FAM Travels, Travel Writers and Business Partners etc. – for any category not covered above. d) All authorizations for complimentary rooms must be in writing/ email specifying the business logic/reasons for the complimentary stay, and such authorizations must be filed along with the corresponding guest registration cards and attached to the guest‟s reservation in the PMS e) The above mentioned authorization letters should list the exact facilities that are to be provided complimentary, and clearly specify billing instructions for extras. f) Care will be taken by the Front Office to ensure that all charges other than those specifically authorized as complimentary are billed as extras and recovered as specified in the billing instructions at the time of checkout. g) Financial Controllers will ensure that applicable statutory levies like Luxury Tax, Service Tax etc are applied. h) It is mandatory to fill in the guest registration cards at the time of check in and also obtain the signature of the guest on the bill prior to departure. i) In exceptional cases of VVIPs where Guest‟s signatures are not obtained, the bills should be available for review duly signed by the General Manager/ Financial Controller. Partners Privileges a)

In case of Managed Properties, the House Use and Complimentary rooms extendable to the owners and their representatives would be governed either by the Management Contract or specific Memorandum of Understanding in this regard. MIS on House Use and Complimentary Rooms

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a) Each hotel should prepare a schedule capturing the following details :

omplimentary

b)

This MIS, duly endorsed by the General Manager, must be sent to the President and General Manager – Operational Finance on a monthly basis.

UPGRADE OF ROOMS Levels of Upgrade a) All the complimentary room upgrades shall be authorized only as per the authority matrix below: – only on account of „Rooms Not Available‟ or defined anniversary visits – Duty Manager /Reservations Manager / Director of Sales/ Front Office Manager - only on account of „Rooms Not Available‟ or defined anniversary visits – EAM / Director of Sales and Marketing / Resident Manager Front Office SOP: Version 2 (2017)

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– only in case of Service Recovery or defined anniversary visits General Manager – on account of reasons not mentioned above – Vice President –Senior VP Operations / President /CFO

– DMD / JMD / VCMD a) Reasons for upgrades must be appropriately recorded for each and every upgrade b) System shall ensure that a report of all the upgrades given during a day is generated and signed off by the hotel General Manager as evidence of him having authorized the upgrades, reviewed the upgrades and having obtained the authorization as per the above matrix wherever required c) Care should be taken to ensure that all applicable taxes such as Luxury Tax are correctly applied in cases of room upgrades. In states where Luxury Tax is applicable on published tariff and not on room rates actually charged, the differential of Luxury Tax should normally be billed to the guest. However, in case the upgrade takes place because a room of the booked category was not available, and not at the instance of the guest, then such cost differential in taxes will have to be borne by the hotel System shall ensure that a daily statement of Luxury Tax differentials borne by the hotel is generated and signed off by the Front Office Manager, Financial Controller and the General Manager. d) The Night/ Income Auditor must check adherence to this SOP on a daily basis and exceptions must be highlighted to the Financial Controller and the General Manager e) The General Manager of each hotel will consolidate all such cases of complimentary upgrades for the month and send to the GM – Operational Finance and the President on a monthly basis Front Office SOP: Version 2 (2017)

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Standard Operating Procedure Late Check-Out ; Day Use SOP No:

93

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARD: LATE CHECK OUT ; DAY USE POLICY: Associates should adhere to the polices for the purpose of charging for late checkouts and day use rooms Late Check out a) Check out after 9PM – 100% of Day‟s BAR b) Check out between 6PM and 9 PM – 50% of BAR c) Check out upto 6PM – Complimentary, subject to availability

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Day Use a) 0 to 6 hours (between 9AM & 9PM) – 50% of day‟s BAR or on the discretion of the FOM b) More than 6 Hours – 100% of Day‟s BAR or on the discretion of FOM It will be ensured that the complimentary early check-ins and late checkouts will always be subject to availability and the reservation confirmation sent to the guest must explicitly mention this clause. In case the guest desires to have confirmed early check in between 12 am and 6 am or late check out between 6pm to 12 pm, a charge of 50% of the day‟s BAR will be applicable. b) Keeping in mind the flight schedules and other arrival and departure trends, if any Unit wants to follow time slabs which are not in line with the grid above, they have to recommend a modified time slab grid to the President. The grid recommended by the Unit can be followed only upon written approval of the President. c) System shall ensure that the waiver of any stipulated charge is documented on the registration card and is authorized in accordance with the policy on Complimentary and House Use Rooms. d) The Night/ Income Auditor will check adherence to this SOP on a daily basis and exceptions must be highlighted to the Financial Controller and the General Manager.

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Standard Operating Procedure Occupancy Verification Process SOP No:

94

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

89

Head of Department Signature :

STANDARD: OCCUPANCY VERIFICATION PROCESS POLICY: Associates must adhere to policies for the occupancy verification process Occupancy Verification a)

Housekeeping Department must prepare a shift wise occupancy report. This report will capture whether the room is occupied or not and how many occupants are there in an occupied room. b) This report will be submitted to the front office at the end of each shift. c) The Front Office Duty Manager will reconcile the Housekeeper‟s Occupancy Report

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with the Occupancy as per the PMS. d) Any un-reconciled entries in terms of occupied vs. vacant room and number of occupants must be investigated and resolved by the Duty Manager e) The Duty Manager must sign of the reconciliation as an acknowledgement of having resolved all un-reconciled entries. f) Night /Income auditor must tally shift-wise Occupancy and Room counts as per Opera System with Summary of Room Attendants Setup Sheet for occupied room, out of order rooms, out of service rooms and vacant rooms. g) For any discrepancy which remains unresolved, the Duty Manager/ Night/ Income Auditor shall report to the Financial Controller and GM who shall take corrective action for loss of revenue, if any, or for setting right of records.

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Standard Operating Procedure Hotel Items Missing From Guest Room SOP No:

95

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STANDARD: HOTEL ITEMS MISSING FROM GUEST ROOM POLICY: The cost of missing items from the room is recovered from the Guests if proven that they have been taken by the guests. Notification of loss Upon receiving a departure call, the floor housekeeping in-charge is responsible to go physically to the room and report for any damages, breakages caused in the room or report any items missing which are part of the room set up e) The information must be immediately relayed to the Duty Manager who will quickly verify whether the guest is physically in the hotel or has already departed

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Housekeeping Guidelines Prior to making the call to the Duty Manager, Housekeeping department must be guided by the below guidelines f) Damages or breakages The Housekeeping in charge must be sure that the damage caused has been done by the guest and is not due to a natural occurrence. For example, a crack on the bathtub mirror wall would be a natural occurrence and not an intentional or accidental damage caused by a guest g) Missing Items – only items with a cost price of INR 1500 and above shall only be liable to be charged. (List of items cost price Approaching the guest The Duty Manager shall politely approach the guest if physically available in the hotel and check with the guest of any knowledge of the items. “(Guest name), we are unable to locate the (missing item) from your room, would you be able to advise where has it been kept” e) If the guest has already departed from the hotel, the Duty Manager must seek to contact the guest directly on a contact number (instead of an email) making a general enquiry for the missing items based on the above phraseology. f) In case the guest is not reachable by telephone despite repeated attempts, an email will be sent to the guest, worded based on the above phraseology, signed by the FOM/EAM of the hotel. g) In case of any denial by any guest, the guest response must be treated as final and the matter shall not be pursued further. h) Any acceptance from the guest must be followed by an email from the hotel mentioning the charges which would the three times the cost price as mentioned above.

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Standard Operating Procedure Introduction to Bell desk Services SOP No:

96

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

Charging the guest If the guest agrees to pay the charges, guest will be sent the authorization letter which requires the credit card details and back and front copy of the credit card. e) The guest will be charged to the same credit card for the missing item charges. f) The amount charged will be settled in the PMS under the heading of Miscellaneous Revenue –MOD.

INTRODUCTION Bell desk clerks are always in the public eye and usually are the first line of customer service for a lodging property. Their attitude and behavior greatly influence the public's impression of the establishment.

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PURPOSE Bell desk clerks perform a variety of duties: carrying guests' items to and from automobiles, loading and navigating a luggage cart, escorting guests to their rooms and explaining rooms' features, organizing and storing luggage in the rooms' designated areas, answering questions and offering assistance. Hence it is of utmost importance for Bell desk associates to put their best foot forward while offering services to the guest

PNP & OPERATING STANDARDS ARRIVAL 1.

All pieces of luggage will be identifiable by clearly written tag with room number.

2.

The Bell person will lightly knock/ring door-bell on the guest room door.

3.

All guest luggages will be delivered to the guest room within 10 minutes (15 minutes for resorts). Suitcases will be placed on the luggage rack, right side up. Garment bags will be unfolded and hung in the closet. The Bell person will offer to cut the airline tags.

4.

If luggage delivery will take more than 10 minutes, the Duty Manager will personally call the guest to inform.

5.

The Bell person will smile and offer further assistance by saying "Is there anything else I can do for you (Guest name)?" and, in case no request is made, associates will wish "Have a pleasant stay with The Orchid" before leaving the room.

DEPARTURE 6.

In case the guest has requested for luggage to be brought down, the Bell person will inform the cashier about guest departure and the latter will keep the bills prepared accordingly.

7.

Baggage will be collected from the room within 5 minutes of guest call (10 minutes for resorts).

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8.

The Bell person will check the drawers and the wardrobe for any items that might have been left behind after the guest has packed. Standard Operating Procedure BELL DESK SERVICES: FIT ARRIVALS SOP No:

97

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

9.

The Bell person will check with the guest for any items left in the safety deposit box.

10.

The Bell person will confirm transportation arrangements with the guest.

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Head of Department Signature :

Revision Date :

BELL DESK SERVICES: FIT ARRIVALS POLICY: Bell desk will provide Smooth and Efficient baggage services to the guest at the time of check-in.

PROCEDURE: 

Baggage unloading:

1. Associate will remove luggage from automobile promptly once doors are open and salutation is complete. 2. Associate will look for guest‟s name on the luggage tags and count pieces. He/she will confirm with the guest using the guest name, “(Guest name), we have 3 pieces of luggage. Would that be correct?” 3. If the guest has multiple pieces of luggage and are unable to handle, the associate will offer luggage assistance. “(Guest name), please allow me to assist you with the bags.” 

Baggage scanning:

1. The doorman will ensure that all the baggage is sent through the baggage scanner for the security check 2. The associate will identify and reconfirm the number of pieces of baggage with the guest. “(Guest name), may I request you to kindly identify your bags for us.” 3. Once the bags are identified – “(Guest name), just to confirm, we have (no.) pieces of bags. We will deliver the bags to the rooms shortly.” 

Handling of baggage and tagging:

1. Associate will identify the same luggage tags and keep them together and also keep a note of the no. of pieces of luggage. 2. On checking the room number, all bags with the same tag will be sent up to the room Front Office SOP: Version 2 (2017)

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promptly. 3. All luggages will have a clearly written tag with name of the guest and room number. 4. The baggage will be attended to at all times. 5. Prior to delivery to the room, the bags will be dry dusted to wipe off dirt and dust from the bags. 6. The bell person will deliver all guest luggages to the guest room within 10 minutes (15 minutes for resorts). Suitcases will be placed on the luggage rack, right side up. Garment bags will be unfolded and hung in the closet. The bell staff will offer to cut the airline tags. 7. If luggage is damaged pre-arrival, such as a loose handle or broken zipper, the associate will offer repair options for the damage. “(Guest name), I noticed your suitcase handle is loose. We can have that sent out and repaired for you?” Charges will be explained for pre authorization purposes. 8. Associate will advise the manager of the response and ensure prompt follow up of the request. 9. Associate will give an appropriate time frame to the guest and delivery must be within the time frame. 

Baggage delivery:

1. Associate will use the baggage trolley in case of Heavy luggage/ many pieces of baggage. 2. The Bellboy will ring the bell 3 times with 7 second interval and clear announcement. 3. Bellman will smile and offer further assistance by saying "Is there anything else I can do for you (Guest name)?" and, in case no request is made, wish "Have a pleasant stay with (Hotel name)”. 4. If the guest does not open the door, the luggage will be brought back to the bell desk and a message will be slipped stating “We could not deliver the luggage in your absence. Kindly let us know when would be a convenient time to deliver the same at (extension number)” 

Delay in Baggage delivery:

1. If luggage delivery is going to take more than 10 minutes, the Duty Manager will personally call the guest and inform.

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Standard Operating Procedure MAINTAINING LUGGAGE MOVEMENT SHEET SOP No:

98

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Head of Department Signature :

Revision Date :

MAINTAINING LUGGAGE MOVEMENT SHEET POLICY: The associate will keep an updated record of the movement of the luggage.

Arrival: At the time of arrival the bell boy will note down the room number, name of the guest, time at which luggage taken and the name of the employee who will be handling the luggage in the Luggage control sheet

Departure: At the time of departure, the bell captain will note down the time the call was received for baggage down request, the room number, the bell boy assigned and the time the baggage was brought down.

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Standard Operating Procedure BELL DESK SERVICES FIT DEPATURE SOP No:

99

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Head of Department Signature :

Revision Date :

BELL DESK SERVICES FIT DEPATURE POLICY: Associates will provide smooth and efficient baggage services to the guest at the time of departure. 

Luggage Down request:

1. The bell captain will inquire as to how many pieces of luggage are to be picked up to determine if the bell attendant will need a bell cart. “May I know how many pieces of luggage we are going to pick up (Guest name)? I will send someone to your room immediately. Once again to confirm, this is for room no. (No.). Thank you (Guest name).” 2. The bell boy will collect the luggage from the room within 5 minutes of the guest call.(10 minutes for the resorts) 3. In case the guest has requested the bell desk for luggage to be brought down, the associate will inform the cashier about guest departure and the latter will keep the bills Front Office SOP: Version 2 (2017)

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prepared accordingly.



Baggage retrieval:

1. When the guest opens the door, greet the guest, “Good (Time of the day) (Guest name), I am here to pick up your luggage.” 2. Sometimes guests may open the door and not be properly dressed or they may be a famous person you recognize. Associates will act professionally and not appear surprised. 3. The associate will check with guest if they will be checking out and inquire if luggage is to be brought to the hotel entrance or be kept in storage. 4. The bell person will also ascertain is the luggage contains any fragile items that need special attention. 

Car loading:

1. Prior to releasing the luggage, the associate will check the PMS for the guest departure status – If any outstanding bill amount, the luggage is not released. 2. If the status shows as checked out / due out with a zero balance then the luggage will be loaded into the car. If the guest insists, DM /FO – cashier guidance is sought. 3. The guest will be requested to verify the number of pieces of luggage, prior to sitting in the car. 4. The guest will be given a weather card for the next destination. These cards are printed by Business Centre / Concierge the previous evening. 

Bid Farewell:

1.

Doorman/FOA/ Bell boy will establish eye-contact, smile and bid farewell by saying "Thank you for staying with (hotel name) (Guest Surname). We look forward to seeing you again.

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Standard Operating Procedure BELL DESK SERVICES GROUP ARRIVALS SOP No:

100

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Head of Department Signature :

Revision Date :

BELL DESK SERVICES GROUP ARRIVALS POLICY: Associates will provide smooth, efficient and effective baggage service for a group arrival. 

Unloading of luggage from the vehicle:

1.

Associate will unload the entire luggage down from the vehicle. The luggage will be handled with care while unloading.

2.

Associate will count the number of pieces of luggage.



Maintaining of Luggage Control sheet:

1.

Associate will make an accurate record on the group luggage control sheet with details such arrival time, total pieces of luggage etc.

2.

This group luggage control sheet and the rooming list will be filed for use during departure.

3.

The date of group departure and the time of luggage down request will be updated on the rooming list.



Handling and tagging of luggage:

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1.

The associates will attach a single hotel luggage tag to each piece of luggage.

2.

After the registration formalities have been completed, the reception will hand over the final rooming list of the group – indicating the name of the guest with sharer‟s and room numbers allotted.

3.

Associate will then write down the room number and the name of the Group/ Guest on the luggage tag according to the rooming list and airline tags / group custom tags.

4.

In case luggage tagging can be done at the airport, it is done accordingly.

5.

It may also be possible, that each guest of the group wishes to identify their own luggage for their personal satisfaction which will be honored.

6.

If no indicator on the bag, the group leader will be requested to verify the luggage.

7.

After tagging the luggage, the associate will bifurcate the luggage pieces as per the room numbers and floors / area.

8.

All luggages of the same floor / area will be loaded together on the trolley. The luggage will be handled with care.



Baggage delivery:

1. The baggage trolley will be used in case of Heavy luggage/ many pieces of baggage. 2. Luggage will be loaded in any one order – either the increasing or decreasing order of room number from the service elevator. This will facilitate the movement of the associate from one room to the other in sequence without having to disturb the luggage on the trolley multiple times in the guest corridors. 3. The associate will ring the bell 3 times with 7 second interval and clear announcement. If the guest does not open the door, the luggage will be brought back to the bell desk and a message is slipped stating “We could not deliver the luggage in your absence. Kindly let us know when would be a convenient time to deliver the same at (extension number)” 4. Associate will smile and offer further assistance by saying "Is there anything else I can do for you (Guest name)?" and, in case no request is made, wish "Have a pleasant stay with (Hotel name)". 

Delay in Baggage delivery: If luggage delivery will take more time than expected, the Duty Manager will personally

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Standard Operating Procedure BELL DESK SERVICES GROUP DEPARTURE SOP No:

101

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Head of Department Signature :

Revision Date :

BELL DESK SERVICES GROUP DEPARTURE POLICY: Associates will provide smooth, efficient and effective baggage service for the group at the time of departure. 

Maintaining luggage control sheet:

1.

Associate will collect the Updated Group rooming list from the Front Desk.

2.

The group control sheet will be maintained during group arrival which mentions how many luggage pieces were delivered to each room with the grand total below.

3.

As per group baggage down time, the associate will go up to the floor with the luggage trolley with the rooming list.



Luggage Down:

1.

If any luggage is found to be without a tag or if the existing tag is wearing out, a fresh tag will be immediately placed.

2.

The associate will count the number of pieces of luggage collected from the individual guest and will write it across the name of the guest on the rooming list.

3.

Group coordinator / Guest will be requested to verify the number of pieces of luggage, prior to being seated in the vehicle.

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4.

The group rooming list used for baggage down, indicating the number of pieces brought from each room with the grand total figure will be duly signed by the Group Leader and the shift in-charge.



Bid Farewell:

1. Doorman/FOA/ Bellman will establish eye-contact, smile and bid farewell by saying "Thank you for staying with (Hotel Name) (Guest Surname). We look forward to seeing you again."

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Standard Operating Procedure STORAGE OF GUEST LUGGAGE SOP No:

102

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

STORAGE OF GUEST LUGGAGE POLICY: All guest luggage will be stored in the store room as per guest request on a complimentary basis. 

Tagging the luggage:

1.

After receiving the guest request for the luggage storage, associate will confirm the number of pieces of luggage with the guest.

2.

The associate will then fill in the luggage claim tag along with guest name, Room number, Pieces of luggage and time on both parts of the luggage tag. And also mention the date of collection



Present the Tag to the guest:

1.

The guest will be requested to sign on the top of the luggage tag.

2.

The associate will tear off the bottom part of luggage claim tag and present it to the guest.



Explain the procedure:

1. The associate will explain how to pick up storage luggage and advises the guest that it is important to present the luggage claim tag while collecting the luggage.

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

Storage:

1.

The luggage will be stored in the designated closet in the luggage store room. All the luggage will be kept together and safely.

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Standard Operating Procedure HOLD LUGGAGE HANDLING SOP No:

103

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Head of Department Signature :

Revision Date :

HOLD LUGGAGE HANDLING POLICY: Hold luggage facility will be offered on a complimentary basis. 

Hold Luggage:

1.

If a guest wishes to store luggage or belongings temporarily after checking out from the room they may do so with the bell desk.



Hold luggage records:

1.

A luggage tag will be filled out (both halves) where one half i.e. the claim tag will be handed over to guest and the other attached to the bags. Associate will request the guest for his / her business card, which can be attached to the baggage on hold register.

2.

An appropriate entry will be made in the “Baggage on hold register” with the expected date and time of collection.



Luggage claim:

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1.

When the guest wishes to claim the baggage on hold, he / she will have to present their Standard Operating Procedure DOCUMENTATION SOP No:

104

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Head of Department Signature :

Revision Date :

half of the claim tag, against which the baggage will be handed over.

DOCUMENTATION POLICY: Associates will maintain record and documents for all activities conducted at the bell desk. 

Newspaper preferences register:

1.

All the guests will be asked personally by the bell desk for the newspaper preferences.

2.

The above will be noted in the register and accordingly be delivered to the room.

3.

The Bell Captain will enter the newspaper preferences into the PMS against the guest profiles.



Postage register:

1.

The Postage register will be maintained for postcards and letters given by the guest for posting.

2.

The guest room number, Number of postcards etc will be mentioned in the register.

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

Newspaper Inventory registers:

1.

A register will be maintained to keep an inventory of the number of newspapers ordered.



Packages for expected guests register:

1.

A register will be maintained to keep a track of all the packages and couriers for the expected guests in the hotel.

2.

The date of delivery, expected arrival date, delivered by, content of the package will be mentioned in the register.



“For and from” register:

1.

A register will be maintained for packages left for a long time / packages left by the guest for someone to pick it up etc.



Left Luggage register:

1.

A register will be maintained for luggage kept on hold or left by guest for safe keep or for later pick up of the luggage.

2.

A tag will be given to the guest whom he/she has to produce while picking up the luggage later.



Bell Desk Log Book:

1.

Shift handovers / important follow ups / incidents etc will have to be mentioned for all shifts to read and action accordingly.

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Standard Operating Procedure MESSAGE/PACKAGE/PARCEL DELIVERY SOP No:

105

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

POLICY: All guest packages/parcels/messages will be delivered promptly and effectively. 

Items for delivery:

1.

Messages will be typed into the PMS by operators and will be printed by the business centre/front office. The message will be delivered to the guest room.

2.

Faxes will be received by the operator. A neat copy will be taken and put in a printed envelope with guest details for delivery

3.

Packages or parcels delivered to the concierge or security desk will be kept with the concierge. A message will be printed informing the guest that the parcel or package is kept with them at the front desk.

4.

The bell desk will deliver all the messages/ parcels/packages/faxes to the room.

5.

Standard “entering the guest room” procedure is followed.

6.

If a DND sign is active, the message will be slipped under the door.

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7.

If the guest is not in the room, the message will be neatly placed on the table so it can be Standard Operating Procedure NEWSPAPER DELIVERY SOP No:

106

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Head of Department Signature :

Revision Date : easily noticed.

NEWSPAPER DELIVERY POLICY: All guests will be provided morning newspaper on complimentary basis. 

Ordering of newspapers and delivery:

1.

Bell captain will order appropriate number of newspaper as per occupancy and special requests.

2.

Night shift will sign for the number of newspapers received after tallying it with the newspapers ordered.



Newspaper presentation:

1.

Night shift will make sure that the newspaper bags are clean and not torn while taking the handover from afternoon shift.

2.

All newspapers will be neatly folded and placed in the newspaper bags.

3.

Printed weather cards for the maximum and minimum temperature of the day will also be attached to the newspapers of the day.

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

Newspaper report:

1.

A PMS generated report will be printed at about 0400 hrs with the newspaper preferences by room number.

2.

All rooms with special requests will be noted and newspaper bags are made accordingly.



Newspaper delivery:

1.

Night shift will deliver all newspapers to guest rooms by 06:00AM every morning. The newspaper bag will be hung on the handle of the guest door. This will be done with minimum noise, as some guests are light sleepers and might get disturbed.

2.

Two sets of newspaper from previous day will be saved should a guest require them

3.

Newspapers left unused at the Bell Desk will be discarded in garbage room by afternoon shift.

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Standard Operating Procedure BAGGAGE SHIFTING ON ROOM CHANGE (GUEST ABSENCE / PRESENCE) SOP No:

107

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

BAGGAGE SHIFTING ON ROOM CHANGE (GUEST ABSENCE / PRESENCE) POLICY: Associates will ensure a smooth and hassle free transition between rooms for guest comfort. 

Room change request:

1.

The front desk staff, on intimation of a room change will identify a different room for the guest as per request and will make the keys for the same.

2.

“A room change slip” will be created with the old room number, new room number and the reason for change.

3.

After completing the details on the room change slip, this will be given to the Bell desk.

4.

If the room change is to be done in guest absence, front office associate will inform guests to ensure that nothing valuable should be left in the open and that the safe should be empty.



Confirmation of details:

1.

Associates will check the two room number and the guest name.

2.

He/she will verify the number of guest bags and if they are packed or not.

3.

The two sets of keys will be collected for the given rooms. (One for old room and one for new).

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

Room change:

1.

Associate will proceed to the room. A trolley will be taken if required.

2.

The security personnel will accompany the associate to the old room and then to the new room if the room-change is done in the absence of the guest.

If Bags packed : If the luggage is already packed, all the bags will be neatly and systematically placed on the trolley. All items will be placed exactly the same way as in the old room. 3.

4.

If Bags unpacked : If the luggage is unpacked, the associate will not touch any guest belongings and inform the front desk about the same. The Front Desk will inform the guest on his/ her return of the inability to change the room as the luggage was unpacked.



Final room check:

1.

Associate will check behind the door, bathroom and below the vanity counter.

2.

All the drawers, wardrobe and the electronic safe will be checked to ensure nothing is left in the room.



Escort to new room:

1.

Associate will offer to take the guest to the new room.

2.

The FOA who escorts the guest will also offer to orient the guest around the room in case of a room upgrade.

3.

The old room keys will be collected from guest and the new room keys will be handed over.

4.

Associate will ask for any further assistance, “(Guest name) is there anything else that I can assist you with?

5.

If yes: assist the guest accordingly.

6.

If No: Thank the guest and leave the room.

7.

If in guest absence then both the keys will be returned and record entry is done in the presence of security staff.

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8.

The room keys will be handed over to the Front Desk.

9.

The room change slip will be returned with the Bell boy signature.

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Standard Operating Procedure NO BAGGAGE SOP No:

108

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

NO BAGGAGE POLICY: The associate will keep a vigilant eye for all guests with no luggage to avoid skippers. 

Identifying guests:

1.

Associates standing at the bell desk will keep a very vigilant eye on all the guest movement in the hotel lobby.

2.

Even the security personnel will keep track of such guests.



Notification to Front Desk:

1.

When it appears that the guest is checking in with less or no luggage, the bell captain will notify the front desk that the guest has no baggage.

2.

The Duty Manager will be informed about the No Baggage check in



Records:

1.

Once the guest checks-in, the bell captain will get the room number of the guest from the front desk.

2.

Information in the “No Baggage Register” will be logged in.

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Standard Operating Procedure LEFT ITEMS FOR COLLECTION SOP No:

109

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Head of Department Signature :

Revision Date :

LEFT ITEMS FOR COLLECTION POLICY: All requests for Item/ Parcel storage will be handled in an efficient and prescribed manner to ensure proper safety and security. 

Receiving request:

1.

The associate will check the PMS to confirm guest name & room number.

2.

The Bell desk will confirm that no valuable items are placed in the package received from the guest.



Collect details:

1.

Associate will take the details about the person who would come to pick up the items such as name of the person, time he would come to pick up the items, contact phone number.

2.

The “For & From Register” will be filled with details such as Guest name, Room No. Pieces of item, Description, Bellman, Pick up time/person.

3.

Associate will advise the guest that the recipient must pick up the items after producing a photo ID.



Luggage tag:

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1.

A luggage tag with the Guest name room no. Pick up time/person will be issued by the bell staff.

2.

The luggage tag will be attached to the item for proper identification.

3.

Then the package will be stored in the store room.



Package collection:

1.

Associate will check the “For & From Register” to find out the record.

2.

ID of the person who has come to receive the parcel will be asked for to identify whether he/she is the right person.

3.

A copy of the ID will be taken for record purposes.

4.

The recipient will be requested to sign on the “For & From Register” to avoid any disputes.

5.

If it is not the same person, the DM will be informed to take further necessary actions.

6.

The “For & From Register” will be updated with the pick time, name of bellman and remarks if any.

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Standard Operating Procedure MAINTENANCE OF LUGGAGE TROLLEY SOP No:

110

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Head of Department Signature :

Revision Date :

MAINTENANCE OF LUGGAGE TROLLEY POLICY: The Bell Desk will ensure proper upkeep and maintenance of the luggage trolley on a regular basis for its smooth functioning. 1.

The velvet baize of the trolley should be clean at all times. It must be vacuumed each day during the night.

2.

The baize may be additionally vacuumed during the day if the need arises.

3.

The metal framework of the trolley should be cleaned and buffed using “Brasso” during the night shift on daily basis.

4.

The wheels of the trolley should be cleaned and made clear from any foreign particles daily to avoid improper movement of the trolley and noise.

5.

If any damaged wheel is found, the trolley will immediately be sent to Engineering for change or repair.

6.

The wheels should be greased properly to ensure smooth functioning.

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Standard Operating Procedure MAINTENANCE OF THE WHEELCHAIR SOP No:

111

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Head of Department Signature :

Revision Date :

MAINTENANCE OF THE WHEELCHAIR POLICY: The Bell staff will ensure proper maintenance and upkeep of the Wheelchair on a regular basis for its smooth functioning. 1.

The wheelchair (when not in use) will be kept folded in the Left Luggage Room.

2.

The seat of the wheelchair should be clean at all times.

3.

The seat cleaning (shampooing) should be done after every 15 days by Housekeeping. The shift in-charge will ensure that it happens on regular basis during the night shift and a record for verification will be maintained

4.

The metal framework of the wheelchair should be cleaned and buffed using steel polish during the night shift on daily basis.

5.

The wheels of the chair should be cleaned and made clear from any foreign particles daily to avoid improper movement of the wheelchair and noise.

6.

If any damaged wheel is found then the wheelchair will immediately be sent to the Engineering for change or repair.

7.

The wheels should be greased properly for smooth functioning.

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Standard Operating Procedure Guest Service Center SOP No:

112

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature :

INTRODUCTION The telephone services of a hotel provide the means of communication between the guest and other departments as well as the guest with the outside world. It is generally the first point of interaction between the potential guest and the hotel.

PURPOSE All guests will be given exceptional services over the telephone. The operators will be the guests one point of contact over the phone. All services will be co-ordinate through the telephones department. The messages taken in guest absence will be complete and effective for guest use. The telephone operators will be able to assist the guests in a manner that delights the guest.

PNP & OPERATING STANDARDS 1.

Associates will ascertain the guest name prior to transferring calls to any room.

2.

Operators will transfer all calls effectively.

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3.

Associates will be fully informed of hotel activities, F&B promotions, regularly called numbers and answer simple questions about the city.

4.

The associate will be able to identify different room categories in the hotel.

5.

Guest room numbers will be kept confidential. In case asked for, the associate will decline with the standard phrase "I am sorry sir/ma'am, due to the privacy of our guests; we do not disclose room numbers or personal information".

6.

Unanswered guest room calls will reach the voice mail of the guest within 6 rings with the message “The person you are trying to reach is not available at the moment. Should you wish to leave a voicemail, please do so at the tone? Alternately, should you wish to be connected to the operator, please press hash after the tone. Thank you.”

7.

Messages taken personally will be accurate in every detail, sealed in a message form and delivered to guest within 10 minutes.

8.

On receiving a voice mail, the message light indicator on the phone will light up.

9.

Voice mail messages will be easily retrievable and user friendly.

10.

Time of message and name of caller will automatically be available (if voice mail, time recorded for each message)

11.

Voice mail audio quality will be excellent.

12.

After message retrieval and message deletion, the indicator light on the phone will automatically go off.

13.

The operator will help in the event that the answering system malfunctions.

14.

Operators check for the guest name and corresponding room no. prior to taking the message.

15.

Operators will take the caller‟s name for all messages taken.

16.

All details of the caller will be included in the message sent to the guest room.

17.

Callers will be given the option to leave a voice mail message or to return to the operator to leave a written message. (All such messages are to be system generated / typed before sending it across to the room.)

18.

The out-going call facility will be activated automatically upon check-in.

19.

While taking requests for wake-up calls, associates will repeat guest name, room number, time of wake-up call and coffee/tea request to ascertain accuracy.

20.

Associates will end the wake call request with a pleasant remark.

21.

A personalized wake call will be given to guests within 5 minutes of the requested time.

22.

While giving the wake-up call, associates will use the standard phrase: “Good (time of the day) (Guest name), this is your wake-up call requested for (allotted time). Would you

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like a follow-up call after 5 minutes?” For Resorts, the phrase will be: “Good (time of the day) (Guest name), this is your wake-up call requested for (allotted time). Today's weather is likely to be --------. Would you like a follow-up call after 5 minutes?” 23.

For follow-up calls “Good (time of the day) (Guest name), this is your reminder wake-up call requested for (allotted time)”….Associates will wait for response from the other side and wish the guest a wonderful day.

24.

In case of no response, a male associate from the Bell Desk/Duty Manager will be sent to ring the door bell. For a lady guest, a female associate from the Front Desk will ring the door bell.

25.

International calls for guest room extensions between 12 midnight and 6 am will be advised of the local time and offered the option of leaving a message or putting the call through.

26.

Guest locator service will be available and updated at all times.

27.

Do Not Disturb (DND) service will be available and effective.

28.

On arrival, single lady travelers will be offered the option of having their calls screened.

29.

Operators will thank all callers.

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Standard Operating Procedure HANDLING INCOMING CALLS SOP No:

113

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Head of Department Signature :

Revision Date :

HANDLING INCOMING CALLS POLICY: The associates will ensure effective and efficient handling of telephone services. 

Greeting:

1.

All incoming lines will be answered within 3 rings with a clear greeting, “Good (Time of the day). Thank you for calling (Hotel name) (City), how may I direct your call?”

2.

(For internal calls) “Good (Time of the day), this is (name), how may I assist you?”

3.

Operator‟s voice will be pleasant, clear and understandable.

4.

Operator will be knowledgeable about hotel‟s activities and facilities.

5.

The calls will be answered with a smile on the face.



Transferring the call:

1.

Once the caller informs the operator to connect to a particular extension / person, the operator will check the name on the system and will inform the caller “Certainly sir/ma’am, please hold the line while I transfer your call to (Guest name)”

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2.

Guest room numbers will be kept confidential. In case asked for, staff will decline with the standard phrase "I am sorry sir/ma'am, considering the privacy of our guests; we do not disclose room numbers."

3.

When requested to transfer the call to a particular department, “Certainly sir/ma’am, please hold the line while I transfer your call to…….. Department.”



Keeping the call on hold:

1. Callers will be put on hold when: 

The extension is busy.



The guest requires information such as events related inquiries.



Particular telephone-numbers.

2. Guest‟s permission will be sought before putting them on hold, “May I place the call on hold?” 3. Only after getting the permission the call will be placed on hold. 4. No guest will be put on hold for more than 15 seconds. If the hold period is more than 15 seconds, operator will take the call back and request permission to put the call on hold again or offer to call back (for local calls only). “Thank you for holding the line (Guest name), the extension is still busy/it will take me a little longer to gather the information. May I please place your call on hold again?” 5. If guest is put on hold, the appropriate hold music will be played. Guest should not hear any background noises/staff interactions over the phone. 6. On taking back the call, when information is not readily available, callers will be offered call backs (for local calls only). “Thank you for holding the line, (Guest name). I do not have the information readily available, may I please call you back”. 7. The operator will take the caller‟s name and contact number and an estimated call back time will be given.

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8. If the extension is busy, the operator will inform the guest, “Thank you for holding the line sir, the extension at…….Department is busy , may I place your call on a brief hold or would you prefer to call at a later time?” 9. After the extension becomes free, the operator will inform the guest that the call will be transferred to the desired department, “Thank you for holding the line sir/ma’am, I am transferring your call to……department.” 10. In the event callers are from overseas and the extension is busy and not able to transfer to the nearest extension the operator will take down the following information:     

Caller name. Time and date. Contact telephone/ mobile number. Message. Operator signature required.



This information will be given to the concerned department.



No response:

1.

If there is no reply from the other side or the operator is unable to hear any response, the operator will give the opening lines 3 times. “Good (Time of the day). Thank you for calling (Hotel name)(City), how many I direct your call?”

2.

After the third time, the operator will apologize, “I am sorry, but as there is no response I would request you to kindly call back. Thank you for calling (Hotel name) (city).”



Unanswered guest calls:

1.

The unanswered guest calls will reach the voice mail of the guest within 6 rings.

2.

In the voice mail, callers will be given the option to leave a voice mail message or go back to the operators to leave a printed message.

3.

If a printed message has to be sent to the guest room, the operators will take down the

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following details.     

Name of the operator who took the message. Time at which message was received. Name of caller Caller‟s contact details Body of the message.

4.

Messages taken personally will be accurate in every detail, sealed in a message envelope and delivered to guest within 10 minutes on a silver tray.

5.

Only system generated (printed) messages will be sent to the guest in a sealed envelope with accurate guest name and room number. No hand written messages will be sent. These messages will be printed and sent from the business center.



International Calls:

1.

International calls for guest room extensions between 12 midnight and 6 am will be advised of the local time and offered the option of leaving a message or putting the call through. “Sir/Madam the local time is ….. AM in the morning would you still want the call to be transferred to the guest room.”

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Standard Operating Procedure HANDLING GUEST REQUESTS SOP No:

114

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Head of Department Signature :

Revision Date :

HANDLING GUEST REQUESTS POLICY: All guest requests over the telephone will be handled efficiently and promptly. 

Guest Locator:

1.

The instructions given by the guest will be followed accurately.

2.

When a guest gives instructions, the associate will check the guest name and room number and leave locator under room number in the PMS.

3.

The Operator will inform concierge / front office about locator and room number.

4.

All the guest calls to the room will be forwarded to the operator console. Do Not Disturb Request:

 1.

On receiving a “Do Not Disturb” Request, the operator will repeat the guest request and reconfirm the same. “Certainly (Guest name), may I reconfirm that your room number is ….? We’ll ensure that you will not be disturbed from …. Hours to ….hours. Are there any calls which you would like to take? (Guest name) I would wish to inform you that if you would prefer to be on privacy in your room, please display the privacy signage near the door. Is there anything else that I can assist you with?”

2.

The operators will enter the information in the PMS to direct all calls to the operator console.

3.

All the guest room calls will be transferred to the Operator console for the specific period.

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4.

A not is made in the DND (Do Not Disturb) register so as to remove the DND from the phone lines at the specified time.

5.



Screening of calls:

1.

Whenever the guest requests the Operator to screen the calls coming to his guest room telephone, Operator will ascertain if only the external call to be screened or room to room dialing facility to be screened as well.

2.

In case the guest wants only external calls to be screened, Operator will update the same on department white board and on the PMS as an alert as well.

3.

In case the guest wants the external calls as well as the room to room dialing facility to be screened, guest room telephone will be placed on “Do Not Disturb” where all the calls would be routed through the operator. Operator will update the PMS alert and operator White Board.

4.

Calls received for screen call room, the name of the caller will be noted and informed to the guest before transferring the guest room. “(Guest name), this is the operator, (caller name) would like to speak to you. May I connect the call?”



If Yes: Connect the call to the Guest room.



If No: “(Caller name), this is the operator, (Guest name) is not available now, would you like to leave a message for him?”

5.

All the single lady travelers should be offered call screening facility.

6.

The operator will not screen the hotel calls while transferring them to the guest room unless room on DND E.g. room service calling or butler calling the guest need not be screened.



Request for other departments:

1.

Small requests by the guests for the other departments will be effectively handled by the operator and communicated to the appropriate department for actioning.

E.g.: Laundry pick-up, Tea / Coffee and small snacks order, Baggage pick-up, Keycard not working etc. 2.

For requests with large number of details, the operator will offer to transfer the call to the concerned departments.



Room to room calling after 2300hrs – 0700hrs:

1.

Whenever an In house guest wishes to call another room in the hotel after 11:00 pm, the calls would automatically land on the operator console. The operator will confirm the

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guest name and the room no. and check with the recipient guest prior to transferring the call. 2.

If the guest wishes to be connected to another in house guest room, operator will request the guest to be on hold while he/she transfers the call to the other guest room.

3.

In case the other guest wants the call to be connected, inform the calling guest and connect the call.

4.

In case the other guest does not want the call to be connected to his room, the guest who wants the call to be connected will be politely informed that the guest is not available and a message could be left. The guest can also be informed that they can call the guest room after 07:00 am.



Doctor on call:

1.

When the guest calls up the Operator to request for medical assistance, the operator will get complete details from the guest regarding his / her health, so the same can be communicated to the doctor.

2.

Also, will check with the guest, if they would want the doctor to come to the hotel for a physical check up or prefer to speak to him over phone. “(Guest name), am sorry to hear that you are not keeping well. We have a hotel nurse who is available 09:00 am to 10:00 pm. If you wish to see a doctor, it can be arranged for as well and it would take 20 minutes for him to arrive and his fees will be ….. INR.”

3.

It would be important to ascertain whether the guest unwell is a lady or a gentleman, as in case of a lady, the information can be given to the hospital so that preferably a lady doctor can be sent.

4.

If the guest wants a doctor to be called, operator will immediately call up the hotel doctor and inform him about the guest, giving the doctor details about the name, room no, health issue.

5.

Shift Duty Manager and floor butler will be kept apprised about the un-well guest.

6.

The Duty Manager will give a courtesy call to the guest and check for any other assistance.

7.

As a gesture of concern the associates will also place a "Get Well Soon" card and a fruit platter in the room from GM and Executive chef will be involved in all the food orders.

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

Incognito Guest:

1.

A guest who wishes to keep their identity anonymous is given an “INCOGNITO” status by the hotel which is reflected on PMS. Guest details will not be shared.

2.

Such a request can be made by the guest at any stage of their stay. It could be pre arrival, on arrival or while they are in house.

3.

Should a room be on double occupancy status, it will be enquired if a single occupant shall be INCOGNITO or both occupants.

4.

To update INCOGNITO status on Opera, guests name shall be reflected as under. Field Last name

- Entry - “Guest last name” INCOGNITO

First name - “Guest first name” 5. Such requests will be mentioned and discussed in team briefings so that all team members are aware. 6.

If any visitor wishes to meet or speak to an INCOGNITO guest, the visitor will be politely informed that there is no guest in house with the name provided unless advised by the INCOGNITO guest

7.

If a guest has a private butler during the stay, all telephone calls will be forwarded to the butler instead of transferring the calls directly to the guest.

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Standard Operating Procedure WAKEUP CALL SOP No:

115

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Head of Department Signature :

Revision Date :

WAKEUP CALLS POLICY: All wake-up calls will be given at the time requested for and will be followed with a reminder call if needed. 

Taking a wakeup call:

1.

Following details will be taken down for a wakeup call given by the guest/team member.  Room number 

Guest Name



Time of wake-up call.



Reminder call.



Tea/Coffee Service.



Time at which the wakeup call request was taken.

2.

In case an internal associate is placing a wakeup call, operator will take down the name of the team member as well.

3.

Reconfirm the wakeup call request.

4.

“(Guest name) may I confirm that you are calling from room number…… and require a wakeup call at….hours and reminder call at…hours along with your service Tea/Coffee orders(If any).” Wish the guest “Good (Time of the day).”



Recording a wakeup call:

1.

The operator will make an entry of the wake-up call on the PMS. The operator will click

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on the room number in the PMS and enter the room number and requested wake-up time and set it. 

The wake call will then be entered in the manual wake-call sheet which is maintained. Giving a wakeup call:

1.

A personalized (manual) wakeup call will be given.

2.

For City hotels: “Good (Time of the day) (Guest name). This is your …..AM/PM wakeup call. The temperature today is…. (.The in room dining will shortly be serving you coffee as requested). Would you like a follow up call after 5 minutes?”



If yes “Certainly (Guest name). It will be my pleasure to call you back for the reminder.”



If No “Have a pleasant day (Guest name).”

3.

Follow up call will be given with the standard phrase: “Good (Time of the day) (Guest name). This is your reminder wake-up call requested for ….am/pm” Wait for the response. “Have a pleasant day (Guest name).”

4.

For FIT guests: Guests will first receive a personal call from the operator and then an automated call.

5.

For Groups/Airline Crews: Guests will first receive an automated call and then a personal call from the operator (As all members cannot be contacted simultaneously).

6.

If there is no response for the wake call i.e. either Automatic or manual; the operator will inform the bell captain and the duty manager to check the room to give a physical wake call.

7.

If the guest is a lady guest, a lady associate will accompany the bell captain/ duty manager to the guest room for the physical wake call.

8.

All physical wakeup calls given will be highlighted on the wakeup call sheet for ready reference mentioning the time the call was closed and the name of the floor butler / lady butler and Duty Manager involved in the physical wake up call.

9.

Incident of physical wake up will be recorded in Duty Manager Log book.

2.

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Standard Operating Procedure FIRE FIGHTING SOP No:

116

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Head of Department Signature :

Revision Date :

FIRE FIGHTING POLICY: On receiving a call for fire incident, operator will initiate the fire safety drill process. 

Receiving a message: 1. The operator receiving the message regarding fire or smoke will take down the following details: 

Location of fire/smoke.



Type of fire (Short-Circuit, Solid inflammables, Liquid inflammables etc)



Name, department and employee number of the person conveying the message.

2.

The operator will place a triton message for paging all departments.

3.

The operator will manually call the Emergency Response team (ERT) 

Planning Committee members



Operators (Guest Services team)



Security associates (Safety team)



Engineering associates (Operations team)



Guest Services (Logistics team)



Managers‟ pool (Support team)

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4.

The assigned Fire Fighting team will check the situation, take the necessary action and will inform the operator accordingly.

5.

Based on this, the operator will call the nearest fire brigade in case of any serious fire occurrence.

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Standard Operating Procedure GUEST MESSAGES SOP No:

117

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Revision Date :

Head of Department Signature : GUEST MESSAGES

POLICY: Operators will take all guest messages in a clear and concise manner with all details. 

Taking messages:

1.

In case of any guest messages, operator will take down the following details-



Name of caller



Caller contact details



The message details.

2.

The message will be printed neatly on the hotel standard stationery and then put in the PMS.



Printing and delivery:

1.

The telephone operator will inform the business center associate to print the message on the standard stationery along with the envelope.

2.

After printing the message, it is given to the bell desk for delivery to the room.

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Standard Operating Procedure CONNECTING GUEST OUTGOING CALLS SOP No:

118

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Head of Department Signature :

Revision Date :

CONNECTING GUEST OUTGOING CALLS POLICY: Associates will ensure that all guests are able to make outside calls without any inconvenience and as per standard. 

Request for making outgoing call:

1.

Whenever a guest inquires about how to make an external call, operator will inform the guest that it can be done through the operator at any time of the day.

2.

When the guest calls the operator to get an external number connected anywhere, operator will take down the number on the hotline sheet.

3.

Operator will have the national and international telephone codes available as a ready reference at any given point in case the guest does not have the city or the country code.

4.

Operator will also be aware of the local, national and international call pulse rate, in case the guest inquires about it.

5.

In case the guest requests for an international number to be connected, guest will be informed about the local time of the country the guest wants to be connected to and the call charges, before connecting the call.



Connecting the call:

1.

Operator will dial the number requested by the guest to be connected and wait for the call

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to be answered. Once the call is answered, “Good (time of the day), I am calling from the (Hotel name)(City),(guest name) would like to speak to you, kindly hold the line.” 2.

The call will then be connected to the guestroom, mentioning, “(Guest Name) please stay on line your call has been connected. Thank you.”



Call charges:

1.

Once the call is over, the duration and the time called will be printed. The operator calculates the call charges and makes a long distance call voucher. The second copy of the bill along with the long distance call summary is sent to the Night Auditor.

2.

If the guest calls directly from the room, the charges are directly picked by the PMS and features in the guest room folio.

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Standard Operating Procedure CALL HANDLING WHEN PMS IS DOWN SOP No:

119

Issuing Department:

Effective Date :

1st Jan 2017

General Manager Signature :

Head of Department Signature :

Revision Date :

CALL HANDLING WHEN PMS IS DOWN POLICY: All calls will be handled seamlessly and smoothly even when the PMS is down. 

Shift reports:

1.

The shift start reports which are printed at the start of every shift will be saved in the common folder by the front desk staff.

2.

The reports include – Expected arrival report, Guest in-house report by name (alphabetically) and by room no., Expected departure report, VIP arrival report.

3.

If the PMS shutdown is intimated in advance, then the most recent reports will be saved prior to the system being shut.



Reports at hand:

1.

The operators will have a excel file and a printed copy of all the contacts that are available in the PMS telephone book.

2.

They will also have an updated excel version and a printed copy of all extension numbers in the hotel.

3.

All official mobile phone numbers allotted to hotel employees will be kept handy on a excel sheet and a printed copy.

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

Call handling:

1.

All calls will be handled as per the normal procedure.

2.

If the caller would like to speak to a particular guest in a room no., the operator will compare the details in the guest in-house report. Then the operator will also screen the call to ensure that the call is connected to the same guest.

3.

If it‟s an arrival guest call, operator will mention that we would not be able to connect the call as the room nos. are not available due to a technical fault and offer to call the guest back in a particular time frame.

4.

For hotel extensions or official phone nos. the corresponding reports will be referred to prior to transferring the call.

5.

If the guest needs to call outside the hotel for any facilities, the operator will search the Excel report of the PMS telephone book for corresponding phone nos. for the guest.

6.

For any call which cannot be handled completely or efficiently due to the system being unavailable, contact details will be taken down and highlighted and a call back will be offered once the system is back online.

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