Standards Of Performance

Oriental Hospitality Consultants – OrientalHospitality.com Standards Of Performance 1.04 Workshop – Flow Chart – Text

Subject:

Getting the most out of the Welcome Charter in your hotel involves a number of steps:  GM Launch 

The General Manager launches the Welcome Charter with his Executive Committee. Programme must have the support of the General Manager to be Successful. Some transparencies are provided to assist General Managers in presenting the Welcome Charter to the Executive team.  Implementation Workshop With The Executive Committee  The General Manager must work with the Executive team in analyzing the Welcome Charter. The analysing process involves at each standard and deciding whether it can be implemented through training or a reorganisation or through implementing a new procedure. For example:   

Greeting the guest and using the name during the conversation can be achieved through training. Offer a complimentary newspaper with the breakfast tray in room service may require some budgeting and cannot be implemented immediately. A short term action plan must be made to implement this standard. Answer the telephone in 3 rings may simply require training or in some cases, changing the entire switchboard. In this case a more long term action plan needs to be made.

 Information & Train The Trainer For Department Heads And Training For Staff  Another part of the planning phase with the Executive committee involves organising the training of the welcome charter. This entails organising a train the trainer for department heads, presenting the welcome charter to them and then having them to train their staff on the standards. The training sessions are provided but may require some adaptation to your hotel.  Internal Communication And Staff Motivation  The Executive team should discuss and decide upon some internal communication tools that will assist in creating a philosophy out of the welcome charter. These may include pocket cards, posters, newsletters, employee of the month, internal contests and competitions, etc.  Auto Control / Evaluation And Feedback  Part of the success of a quality approach is the control, monitoring and measurement of the programme. Checklists in the form of SOP’s will have to be adapted to your hotel.  You may however, develop your own measures of auto control. The key to Success is consistent measurement and given feedback to the persons concerned.  Once implementation is on the way and the standards are being measured, this process must be evaluated and appropriate action taken.

Oriental Hospitality Consultants – OrientalHospitality.com Subject:

1.05 Workshop – Objectives Of The Welcome Charter

Offer consistent and deliberate service in our resort Help our hotel to define and redefine standards and thus improve service Clarify performance requirements and expectations Provide an easy reference tool Focus on customer retention Focus staff on critical guest satisfaction issues they impact on a daily basis Reinforces importance of service quality at every level of the organisation Focuses action plans and goal setting based upon customer service and productivity Results in a focused and co-operative effort To have known and measurable criteria for quality control

Oriental Hospitality Consultants – OrientalHospitality.com Workshop – Standard Definition

Subject:

It is the minimum service level that is applicable consistently ain our hotel/resort available. Characteristics of a standard:

S

PECIFIC

M

EASURABLE

A

GREED UPON

R

EALISTIC

T

RACKABLE

Oriental Hospitality Consultants – OrientalHospitality.com Subject:

1.07 Workshop-Pipe Dream Instructions

 Objective: 

To allow participants to practice creativity during a seminar or workshop and to give themselves “permission “ to be creative.

 Procedure:    

Before the session begins, place three pipe cleaners at each person’s place. Unless someone asks what they are for, do not tell them their use until all the participants have arrived and the session starts. At that time, tell the group that these items are theirs to do – or make any kind of a personalized sculpture. If asked further, simply restate they can do anything they want to with them. ( Urge them to be creative ). Then ask them to hold up their sculpture and describe it and its use. You may want to choose the winner ( most creative) Then ask all participants to straighten their pipe cleaners out again and pool them together. Get the group to then make one united structure with all the pipe cleaners. They have to pool their resources ( pipe cleaners and ideas ) to be able to do this.

 Discussion Questions    

How many persons were curious when they entered the room and saw the pipe cleaners? Who asked what they were for? Who actually did something with them before being told to do so? What is the difference between the individual and group structures?

 Discussion Points   

The Welcome Charter is something that will look good if the whole hotel participates /the whole chain participates. One department or hotel can spoil it for the others. When the Welcome charter arrives at a hotel, the tendency is to photocopy it and hand it around. It is much better to study it, get organised and prepare the best way of implementing it. That is the what we are here for today.

Oriental Hospitality Consultants – OrientalHospitality.com Subject:

1.08

Workshop- The Marble Game Instructions

 Objectives:   

To explain what a standard is. To describe the best way of implementing the Welcome Charter To show the importance of planning/preparation and analysis before implementation.

 Preparation:       

A shoe box containing: Coloured glass marbles Coloured paper (7/8 sheets of each colour ) A stapler without the staples in. A box of staples with a few staples. A sample cone folded in a particular way containing 1 green, 2 red, 1 blue and 3 yellow marbles. The box must be closed with scotch tape and a letter in an envelope placed on it.

 The letter follows: 

“You are employees of a factory that produces paper cones containing different material. Your department produces cones of marbles Inside this box you will find some marbles, a stapler, and a box of staples. You will also find a sample cone containing some marbles. You must organize yourself so that you are able to produce 5 identical cones within a time period of 30 minutes. The timer was started when you entered the room. You must take out all the material from the box and hand over the box to the quality control team Who will inspect the end-product when you have finished.”

 Procedure:       

Ask for 6 volunteers to play the game. Get them to leave the room for 5 minutes while you prepare While the volunteers are out of the room, debrief the observers and tell them what the game is about and what to watch out for. Then put a table in front of the room and the shoe shine box and the letter on the table. Then call in the volunteers. Be careful not to give them any instructions or comments. Let them handle the situation the way they Want. Within 5 minutes ask the group for the shoe box and what they do with the marbles. Stop the exercise after 30 minutes.

 Discussion Points:        

How did the group react when they entered the room and had no instructions. Who took the initiative to open the letter first. How was the group organised. Was a leader chose. How was the work divided. Did someone check the results. Did someone encourage the workers etc. Use this analogy to explain the implementation process of the Welcome Charter.

Oriental Hospitality Consultants – OrientalHospitality.com .Chapter Moment Of Truth

2 The Commercial Contact Experience 2.01 SOP – Client Visit To The Hotel

1. Invite customers to come the hotel and to see the facilities. Be flexible with and meet Meet the client in a location suitable to him. 2. Prepare menu lists, pricing, rooms( hotel and banquet) keys in advance. 3. Organise to have a Rooms and F&B person on hand for practical knowledge and information. 4. Whenever possible, sales staff should be in the foyer/lobby to greet the guest / client upon Arrival. 5. Welcome the client warmly and never keep him waiting. Offer a business card, Good afternoon, Mr Robinson. Welcome to the Khao Lak Resort. 6. Waiting times should not should not exceed10 minutes from the time of arrival at the hotel to the start of the inspection. 7. If the site inspection is not scheduled, acknowledge clients presence, inform him of your time schedule, availability and always offer a beverage if you must make him wait. 8. Invite the client for a drink / meal in an F&B outlet. 9. In case of entertainment, restaurant staff should be briefed about the client’s importance. 10. Use active listening techniques. 11. Use the name of the client at all times. 12. Discuss the event , listen to client’s needs, and provide options and creative solutions. Be flexible be flexible – discuss price, budget, numbers and dates. 13. Show the client around the hotel/resort ensuring that he/she sees all the areas relevant to his/hers event. Offer to show all the facilities to the client.

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth:

2.01

SOP – Client Visit To The Hotel

14. Offer the client the opportunity to see other client’s events. 15. GM, RM and or EAM should be briefed about clients, who will be entertained that day and give the necessary approval when required. 16. Offer specialist support – technicians, lightning and audio-visual ( as applicable) 17. Provide sales kit upon departure. 18. All sales kits are accurate and in impeccable position. 19. Reconfirm all issues that have been discussed in a clear , closing summary. 20. Arrange follow up time i.e. proposal to be forwarded within 24 hours. 21. Thank the client for the visit and assure satisfaction, “Thank you , Mr. Robinson For coming. We look forward to a successful event. 22. Make a follow-up call within 3 days of the visit. 23. Always have at least two rooms set-up for unexpected viewing in coordination with housekeeping and front office. 24. Appropriate viewing rooms should be ready prior to client’s arrival. 25. In case of entertainment, assistant manager should be briefed about client’s importance.

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth

2.02

SOP

Telephone Enquiry

1. Answer the telephone in 3 rings 2. Introduce your department and yourself with a smile, “Sales office, Edgar speaking, how may I help you?” 3. When the call is to be transferred make sure you do this only once and inform the customer of your intention to do so. 4. Don’t keep the client waiting – on hold for more than 2 minutes. 5. Thank the client for holding when you return to serve the call. 6. Listen carefully to the caller. 7. Use the caller’s name at least twice during the conversation. 8. Summarise requirements and check accuracy. 9. Inform the caller of your next actions. 10. Ask whether the client wishes to visit the hotel or to be visited in their office. 11. Thank the client for their call.

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth

2.03

SOP - Follow Up Sales Call

1. Smile when picking up the phone. The caller will hear it in your voice. 2. Introduce yourself and your company by name. 3. Articulate and give a brief explanation of the purpose of your call / visit. 4. Use client’s name at least twice during conversation. 5. Summarise requirements and check accuracy. 6. Inform client of your next actions. 7. Thank the client for his/her time for choosing ......Resort/hotel.. 8. When dealing with clients don’t use Hotel Jargon such as F&B, Pax, etc 9. If not done so yet, ask whether the client wishes to visit the hotel, or be visited in their office. 10. Always ask as much information as possible about the client before you make a call/visit. This could include, whether or not they have used the hotel before, use the competition and what type of business they operate. ( International, National, Local aaaaaaaaa0

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth:

2.04

SOP - Sales Call / Visit

1. All sales staff members should arrive 5-10 minutes before the scheduled appointment. 2. Display a smart appearance and smile. 3. Show confidence and have a positive attitude. 4. Good eye contact and good listening skills. 5. Be proactive by anticipating client’s needs. 6. Use good question techniques (open). 7. Know your client. 8. Use client name at least twice during conversation. 9. When dealing with client do not use hotel jargon ( F&B, Pax) 10. Have a good tone of voice. 11. Be flexible as to the client’s requirements, however do not make any false Promise that you cannot keep 12. Do never argue with a client. 13. Do more listening than talking. 14. Summarise requirements and check accuracy. 15. Inform clients of your next actions.

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth:

2.05 - Closing The Deal

1. Be professional 2. Use good telephone techniques 3. Be prepared to negotiate. 4. Be confident and positive. 5. Use caller’s name at least twice during conversation. 6. Summarize requirements and check accuracy. 7. Inform clients of your next actions. 8. All proposals including payment prices and cancellation is sent within 24 hours of the sales call, signed by the sales person. 9. The sales person should place a courtesy call to the client within 24 hours of sending the documents. 10. Send a contract information. 11. Make regular follow-up calls to check for any special requirements or changes. 12. Make regular follow up calls to check for any special requirements or changes. 13. Details are confirmed one week before the event to include: attendee numbers, room allotment and specifications, special requests, arrival and departure time, transportation logistics , luggage delivery, gift distribution, help desk set-up, organiser contacts, ground handler contacts billing instructions.

Oriental Hospitality Consultants – OrientalHospitality.com Chapter Moment Of Truth

3 3.01

The Reservation Experience SOP – Guest Call The Hotel

1. Answer the telephone within 3 rings. 2. Offer assistance and listen attentively. 1. Offer assistance and listen attentively. 2. When the is to be transferred, make sure you do this only once and inform the customer of your intention to do so. 3. Don’t keep the customer on hold more than 2 minutes. 4. Thank the customer for holding when you return to serve call. 5. Listen carefully to the caller. 6. Greet the caller by name if possible. If not identify and use the the callers name at least twice during conversation.. 7. Ensure that staff answering the telephone have up to date product knowledge to enable them to provide quality information. The reservation agent must be aware of occupancy, facilities, products and special promotions. He/she must be familiar with all the room types and rates. 8. All relevant destination information is available. 9. Always handle guest requirements and contact departments on guests behalf. No guest will be told to call another department. 10. Summarise requirements and propose solution/action. 11. Inform caller of your next action. 12. Thank the client for their call.

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth:

3.02

SOP – Accommodation Request / Making And Confirming Booking

1. Ensure that relevant destination information is available. 2. Be aware of occupancy, facilities, products and special promotions. Have full knowledge of promotion procedures and computer knowledge. 3. Answer the telephone within 3 rings, say: “Good morning/afternoon/evening, Reservations how may I help you? 4. If a call has been put on hold, offer an apology. 5. Ask the caller for and the company he/she is calling: ”May I have your name and the name of your company please?” 6. Make immediate note of the guest name and use guest history. If necessary, repeat guest name and ensure correct spelling. 7. Ask the guest if he is a .....”special programme” member. Ask for the card number. 8. If regular guest, use guest history to show recognition and to make guest feel home. 9. Align with the guest’s voice, urgency and language level as appropriate. 10. Ask questions to establish the guest’s needs. 11. Take initiative and guide caller, always offer different prices and packages to let the guest have a choice. 12. Confirm customer’s request at each stage ( use active listening skills ) 13. Ensure that billing instructions are clear and agreed with the guest.

Oriental Hospitality Consultants – OrientalHospitality.com 3.02 Moment Of Truth:

SOP Accommodation Request / Making Confirming Booking

14. Provide transportation and offer to send directions to the hotel. Offer to book the hotel limousine service ( explain the cost ) . Ask for the expected time of arrival, flight number, etc to facilitate registration and room readiness. Sell other services , eg restaurant, meeting rooms, baby sitter, massage, etc 15. Inform the caller that his/her reservation will be confirmed via fax or e-mail. 16. Repeat the reservation details from notes or computer with precision and confidence. 17. Tell and explain the reservation number to the guest. 18. Advise guest of guarantee /deposit position. 19. Inform the guest of your next actions. 20. Invite the guest to visit the company / hotel website. 21. Mail conformation the following day, if possible in the preferred language of the guest. 22. Update hotel database and reservations systems including “Data Warehouse”. 23. Reservations or change requests sent by fax or e-mail are to be responded to at the latest by the close of the day. 24. Letters are to be answered within 24 hours enclosing the hotel brochure in the preferred language of the guest. 25. Inter hotel reservations are free of charge and should be given priority handling. 26. Offer any further assistance.

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth

3.02

SOP - Accommodation Request / Making And Confirming Booking

27. Thank the guest by name for choosing ....Resort, “Thank you, Mr. Robinson for choosing .....Resort & Spa” , we look forward to welcoming you at our hotel on the 25th May.” 28. Wait for the customer to hang up first. 29. Ask for any special preferences to show recognition such as: smoking, non smoking rooms, near lift, special diet, sea view, etc. 30. Make guest feel that his/her business is wanted. 31. Always offer different prices and packages to let the guest have a choice. 32..Offer pre – registration facility to guest. 33. Endeavour to obtain relevant personal details, company title / position to facilitate assignment of appropriate VIP status and courtesies etc.

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth

3.03

SOP

Sold Out Status

1. Explain to the guest that the hotel is fully booked on the dates she would like to reserve. If possible give reasons for this, “I am sorry, Mrs Fox, the hotel is fully booked on those dates, there is a World Cup football tournament being held here”. Always have a solution for regular guests, top accounts and guests with previous denial records. 2. Ask the guest if she would like to change the dates of the reservation to an alternative date. 3. Offer alternative dates, “We would have a room available from the 25th onwards. 4. Offer the choice of a sister hotel in the city when possible or similar hotels of the same category. 5. Ask the guest for his/her contact details i.e. fax / tel / e-mail “May I have your fax number please Mrs.Fox. 6. Arrange for a reservation in the sister hotel if the guest so wishes and confirm back to the guest. 7. Offer assistance and ensure the guest of priority the next time around. 8. Be aware of availability of competitors and rates and advise the guest accordingly. 9. Thank the guest, “ Thank you for choosing ....hotels. Mrs Fox, I hope we will have the pleasure of welcoming you to our hotel on your next stay”. 10. Keep a record of turned down business and when available, make a note on the guest history file.

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth:

Chapter Moment Of Truth

3.04

4 4.01

SOP - All Agents Are Engaged

The Arrival Experience SOP – Air Transfer

1. The hotel representatives are highly visible, uniform is neat and clean and badge is worn. 2. A quality sign board is held up for with the name of the clearly visible and correct spelling. 3. Eye contact is made with exiting passengers. 4. When approached by guest, confirm identity by calling out the name of the guest, “Mr Groom? Followed by the company/booking source, to avoid confusion with potential passenger name coincidence. 5. Airport representative introduces him/herself and welcomes the guest, “My name is Robert, from Meridien Kuwait”, welcome to Kuwait”. 6. Check if first time or repeat guest. 7. Check and handle luggage on guest’s behalf. 8. Reserved vehicles are ready and waiting at least 15 minutes prior to departure. 9. Make sure that car seats are adjusted to ensure the guest has sufficient legroom and is comfortable. 10. The car should be at comfortable temperature and chauffeur should ask whether the guest is comfortable and change the temperature accordingly.

Oriental Hospitality Consultants – OrientalHospitality.com 11. Drivers schedule to meet demand. 12. Registration completed by airport representative. 13. Forward guest passport details from airport to hotel ( recommended) 14. Chauffeur should offer a selection of music played at medium level from Classical, Pop-contemporary, easy listening and Jazz selection. 15. Provide cold / hot towel in the car. 16. Provide selection of magazines / newspaper in the car.( if ride is longer ) 17. Chauffeur should keep comments to a minimum, always waiting for the guest to initiate conversation. 18. When using alternative routes to road conditions, chauffeur should ask for the guest approval. 19. A hotel representative accompanies VIP groups from the airport to the hotel.

Moment Of Truth:

4.02

SOP -

In Front Of The Hotel

1. Check uniform at the start of the shift, no tears or stains, clean and well pressed. Impeccable grooming and hygiene throughout the shift, hair in place, name badge worn. 2. Ensure that hotel surroundings are clean and tidy at all times and that hotel access is clear ( no cars parked in the driveways, no luggage trolleys left around, front door of the hotel clean, no paper or cigarette butts on the ground, etc. ) 3. Hotel entrance should be well lit, between sundown and sunrise, staff report any lights not working and to follow-up the repairs. 4. Bell service to be available 24/day. 5. Check daily arrival list for VIP and regular guests, special events, etc. Memorise names of VIP guests and regular guests. 6. Ensure adequate transportation facilities are available to and from local destinations, taxis, limousine service etc. 7. Sufficient luggage carts / trolleys are available and are in perfect condition. 8. Doorman makes eye contact with the guest and smiles. 9. Doorman opens the car door for the guest. 10.Anticipate needs and assist in alighting if necessary, eg elderly persons, children

Oriental Hospitality Consultants – OrientalHospitality.com provide wheel chair, umbrella, pay taxi driver, etc. 11. Offer a warm greeting within 10 sec / 3 metres in sight or as soon as car door is opened, “ Good morning/afternoon/evening, Mr Groom, Welcome to the .........Resort Khao Lak. 12. Establish guest name and use it twice during the conversation. 13. Guest luggage is unloaded carefully within 30 seconds of car stopping, total number of pieces verbally reconfirmed. Luggage is never left unattended. 14. Ensure that no luggage is left in the car and car booth. 15. Luggage is delivered within 8 minute of arrival 16. Provide guest with a luggage receipt. 17. Store heavy bags at low level. Be cautions of sharp items. 18. Offer valet parking / explain parking system and its hours, “ Our parking service is available 24 hours a day and is complimentary, Mr Groom”. 19. If the guest arrives in private car, propose valet parking to the guest. Moment Of Truth:

4.02

SOP -

In Front Of The Hotel

20. Offer assistance with settling the taxi, including paying the taxi if the guest requests. 21. Direct guest to the reception. 22. Always offer to carry any parcels, ”May I help you Mr Groom?” 23. Doorman introduces guest by name if identified ( e.g. luggage tag, airline tag ) 24. Inform management of missing luggage as soon as possible. 25. Hotel entrance must be attended min 16 hours / day by staff in suitable uniform

Oriental Hospitality Consultants – OrientalHospitality.com

Moment Of Truth

4.03

SOP - Entering The Hotel

1. Check arrivals list for VIP’s 2. The must be at one member of staff at the front desk at all times. Individual queues must not exceed 4 guests. 3. Acknowledge the guest with a smile and eye contact 4. Greet guest in warm manner, “Good morning /afternoon/evening, Mr Lambert, Welcome to Sun Resort Khao Lak. 5. If dealing with another guest, acknowledge and say, I will be with you shortly, Mr Lambert. 6. Establish guest name, use at least twice during the conversation. If you don’t know the guest name ask him for it and use it during the conversation. 7. Be friendly and exchange pleasantries like “How are you today, Mr Lambert? For regular guests say:” Welcome back, Mr Lambert, it’s good to see you again.” 8. Offer assistance, if you are not sure what guest wants:” How may I help you Sir / Madam?” If you are sure: “Checking in, Mr Lambert”? 9. Front of House team members will do their utmost to ensure that everything feels, scents and is aesthetically pleasing at all times. 10. The following language must be spoken on each shift at the front desk:

Oriental Hospitality Consultants – OrientalHospitality.com local language, English, Chinese, Russian. 11. Dedicated staff members must personally greet all guests. 12. Senior management to greet all guests. 13. Ensure display panels / information boards conform to standards and are in correct places / positions with correct spelling. 14. Cold / hot towel ( if not already provided in car transfer )

Moment Of Truth:

4.04

SOP - Registration ( Check-In)

1. Review, confirm and complete all reservation details prior to guest arrival. Check guest history pre-register and allocate guest room in advance if possible ef, non smoking room, room near elevator particular view, quiet room for guests arriving after long flights, female guests near elevator etc. 2. The check-in process should take a maximum of 5 minutes unless the guest wishes to talk. 3. Acknowledge and greet guest:” Good morning /afternoon ,/ evening, Mr James to Sun Resort. 4. Call guest by name and use it at least twice during the check in. Ask guest for name if you don’t know it. Confirm the spelling of the name. 5. In resort hotels, offer a welcome drink whilst the guest is checking in. 6. Have newspapers & magazines ready for guests during check-in. 7. Ask guest if he/she is a ......member. 8. Summarise guest reservation details / preferences including room requests and method of payment and confirm. 9. Explain benefits of allocated room, “ We have a nice room for you with a sea view.” 10. Give guest registration form and offer to help guest complete, “ Could you please fill this in, Mr. James. If you give me your business card, I could do for you”. For repeating guests the form must be verified the information and signed. 11. Ensure that there is a pen and desk blotter available for guest use,

Oriental Hospitality Consultants – OrientalHospitality.com 12. Offer hotel restaurant reservation service or room service if late arrival. 13. Offer additional information regarding services or where guest can get help, e.g. business services, laundry services available for disabled guests if necessary

Moment Of Truth

4.04

SOP - Registration ( Check-In )

14. Provide information about keys, luggage, wake up call etc. 15. Ask open questions to establish purpose of visit and offer helpful information. 16. Check for messages / faxes and give them to the guest: “ Mr. James , this has arrived for you”. 17. Hand over welcome folder and passport to the guest with the key. Confirm details with the guest “Here is your welcome folder with the room key, Mr James, your room number is 1208. 18. Direct guest to elevator ( if available) and introduce to the person who will escort the guest to the room “ this way to the elevators, Mr James, this is Mario and he will escort you to your room. 19. Wish the guest a pleasant stay using the guest’s name:” Have a pleasant stay , Mr. James , please let me know if you need any help”. 20. Registration completion should be efficient, with individual queues not to exceed 4 guests. 21. Take initiative and call for assistance when more than 3 guests are waiting at anytime. 22. Offer to take care of the guest’s luggage: ” would you like me to call the luggage porter?” 23. Pre-register when guest profile is available. 24. Be aware of any special needs from the guest history file and ensure room has been prepared accordingly.

Oriental Hospitality Consultants – OrientalHospitality.com 25. Loyal customers should be offered guaranteed early arrival from 10 am. 26. Disable guests to be recorded on in room guest list. 27. Check guest’s newspaper preference and confirming desired delivery. 28. Escort guest to room, showing all appropriate facilities on the way and in room. 29. Offer complimentary drink in bar during stay. Special welcome drink; Have newspapers available for guests at registration – in room. 30. Children to be met / contacted on arrival by staff from Penguin Village Club.

Moment Of Truth

4.05

SOP -

Room Type Not Available

1. Acknowledge and greet the guest with a smile and eye contact. “ Good morning / afternoon / evening Mr Savage, how may I help you? 2. Listen to the guest request and restate to confirm your understanding. “I understand that you have a reservation for a single room for 3 nights and would like a non-smoking room with sea view.” 3. Apologize and explain why the request may not be possible to meet. “ I’m sorry Mr Savage but due to the hotel being full we do not have a room available. 4. Show diplomacy and consideration, tell the guest you understand his needs and you will do whatever you can to satisfy him/her”. 5. Be cautious in giving a time by which the situation should be resolved. Be as realistic as possible 6. Always respond positively by describing the benefits of the new room that has been allocated. “Mr/Mrs Miller, I do apologise, for not having your reserved (Double Deluxe) ready and available, however I can immediately escort you to a beautiful Double room/suite on the ...th floor!” 7. When a reservation cannot be honoured offer an upgrade immediately if one is available, for either part or for the entire stay of the guest. “ Mr Miller as the room you requested is not available, I’m glad to offer you an upgrade to one of our senior suites. 8. All problems should be resolved within 15 minutes and if this is not possible, communicate with the guest and agree a satisfactory time frame ( we should change the wording from problems to situations)

Oriental Hospitality Consultants – OrientalHospitality.com 9. Management to respond immediately when their presence / assistance is required. 10. Offer to entertain guest with food or / and beverage if waiting exceeds 30 minutes or to avoid desk congestion. 11. Fill in guest history with upgrade date, from / to room category and reason. 12. Enforce tight control on room type availability and do not allow uncontrolled overselling. 13. Ensure that guest is satisfied, by contacting guest in person to receive feedback. 14. Plan and perform up-selling prior to room category shortages. 15. Train and empower staff to resolve situations. 16. Do not indicate to guest at any time, that the room type was oversold, but refer to unfortunate circumstances, I e.late departures, unannounced extended days.

Moment Of Truth

4.06

SOP - Room Not Ready

1. Have the guest register in the usual manner ( registration card, credit card imprint, etc.) 2. Apologise to the guest and explain the situation: “ I’m sorry Mr Miller, your room is not ready yet. 3. After checking with housekeeping, explain to the guest how long it will take to have his room ready. Keep the guest informed about the situation. 4. Always respond positively, never hesitate to offer guest an apology and keep him / her appraised of situation regularly. 5. Be cautious in giving a time by which the situation should be resolved; be as realistic as possible. 6. Offer to entertain guest with food or / and beverage if waiting exceeds 30 minutes or to avoid desk congestion. 7. Offer guest changing location in Fitness centre, access to leisure facilities. 8. Personally deliver the room keys to guest when waiting in the hotel and escort guest to the room. 9. Take care of the guest’s luggage, place it in the luggage store until the room is ready. 10. Follow-up with housekeeping 11. Have luggage available in the room before guest enters.

Oriental Hospitality Consultants – OrientalHospitality.com 12.Staff are empowered to upgrade by one level if arrival is after standard registration time. 13. As soon as the room is ready, escort the guest to the room: “Mr Miller, your room is ready now, I would like to escort you there. I again apologise for the delay.”

Moment Of Truth:

4.07

SOP - Public Area First Impression

1. All employees in public places should be well groomed, uniforms neat and clean, no stains, well pressed name badge worn. 2. Greet guests warmly using the appropriate language and the guest name if known. 3. The public areas are spotless, everything, is aesthetically pleasing at all times. 4. Staff are in neat, clean uniforms, no tears or strains. 5. Rest rooms are always clean and well equipped. 6. Rest rooms are inspected 8 times per day, ashtrays and waste baskets are emptied. 7. These is a soft background instrumental music. 8. Floors are dry and shiny, carpets are vacuumed every day, copper and brassware are polished and glass surfaces are impeccably clean. 9. Flowers are regularly changed and refreshed, and plants are well maintained and dusted. 10. Furniture is in place and in good condition. 11. Lightning works correctly. 12. Hospitality desks are discreet and elegant.

Oriental Hospitality Consultants – OrientalHospitality.com 13. Elevator floors, mirrors are clean, ashtrays are emptied, at least 8 times a day. 14. Elevators are not cleaned during peak hours. 15. House and public telephones are cleaned at least once a day. 16. Ensure that corridors are always clean and neat. 17. Respect guest privacy by avoiding unnecessary noise.

Moment Of Truth:

4.08

SOP - The Concierge Desk / Service

1. Be passionate to give service 2. Work area not restricted to desk. VIP guests to be offered plane seat allocations. 3. Reconfirm all flights / travel arrangements. 4. Multi-lingual skills: Local, Chinese, German, English plus that of the main client segment. Three to four languages. 5. Answer the telephone within 3 rings. 6. Smile when picking up the phone. 7. Introduce your department and yourself “Concierge desk, John speaking, how may I help you”? 8. Use the caller’s name at least twice during the conversation. 9. Offer help and listen attentively. 10. Always handle guest requirements and contact other departments or outside companies’ on the guest’ behalf. No guest will be told to call another department. 11. If you are dealing with another guest, acknowledge guest presence, say: I will be with you shortly Mr Groom. 12. Make a note of all dissatisfied guests, resolve the situation, time permitting, inform the guest

Oriental Hospitality Consultants – OrientalHospitality.com of your follow-up action. If situation cannot be resolved at the time, inform management who should contact the guest within 48 hours. 13. Ensure and promote availability of local information on travel tourism, museums, activities. 14. Hotel food and beverage outlets are promoted. 15. Guests are provided with updated collateral, in good condition. 16. Offer to make a reservation, neatly written confirmation card is provided. 17. Guests are assisted with bookings and reconfirmation of airline tickets and reservation. 18. Free of charge city maps, note pads, envelopes, writing paper, hotel matches are provided. 19. Stamps are available.

Moment Of Truth

4.09

SOP - Ambassador / Personal Assistant

1. Ambassador to be available during normal office hours. 2. All duties to be performed with courtesy, accuracy and integrity. 3. Show tact and be discreet when handling sensitive situations.( Privacy, Security, Confidentiality ) 4. Be obliging and courteous, never familiar with guest. 5. Ensure staff has full knowledge of duties and responsibilities. 6. Ensure adequate business service are provided according to expectations. 7. Always deliver immaculate service, no compromises. 8. Ensure all business equipment whether internal or external is in good condition.. 9. Meet and greet guests with refined courtesy during the guest ”Interaction Cycle”. 10. Establish guest name and use it at least twice during conversation.

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Moment Of Truth:

4.10

SOP - The Corridor First Impression

1. That they are always kept clean with a scent of freshness. 2. A welcoming feeling with a telephone on the elevator landings. 3. That the corridors are well lit, secure and proper. Visible signage. CIM 4. Respect guest’s privacy by avoiding unnecessary noise ( conversation in corridors, slamming doors a0 5. Ensure spotless condition at all times by disciplining staff members to pick up any item not belonging to the floor. 6. Ensure that corridors are kept clear at all times ( no room service trays, cart against the wall, vacuum cleaner leads etc) 7. Pantry and service doors are kept closed. 8. Ensure that all mobile equipment from housekeeping, maintenance, bell service and room service are cleared as soon as not required any more. Position appropriately when in use. Keep clean and tidy at all times. 9. Do not use guest elevators.

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Moment of Truth:

4.11

SOP - The First Impression

1. Always acknowledge guests presence on the floor. 2. Take personal responsibility to resolve any unexpected guests needs. 3. When exiting the room, wish the guest a pleasant stay and if appropriate offer to hang the Do Not Disturb sign on the door. 4. When escorting guests: The receptionist pages the person who will escort the person to the room, while the guest is checking in. 5.Introduce this person to the guest: The is Judy our guest relations officer, she will escort you to your room, Mr Groom. 6. Greet the guest warmly with a smile: “Good morning / afternoon / evening , Mr. Groom, may I show you to your room. 7. Show courtesy, let the guest enter / exit / elevator before you. 8. Converse with guest during rooming procedure. 9. Find out first to city / hotel, if any special activity is desired by guest etc 10. If it is the first visit to the hotel, give some hotel information that would be useful to him / her.

Oriental Hospitality Consultants – OrientalHospitality.com 11. If appropriate, offer to make a reservation for the guest. 12. Address guest by name. Smile and be friendly. 13. Explain how the key works. 14. Hold the door open for the guest and point the direction: “This way Mr. Groom”. 15. Offer to show the guest around the room. 16. Turn on the lights of the room and enter first while holding the door open for the guest. 17. Offer any additional help e.g. open or close the curtains, press clothes. 18. Wish the guest a pleasant stay and leave the room as quietly and quickly as possible “Have a pleasant stay and if there is anything is anything else I can do for you, please do not hesitate to call me on extension 6”. 19. If appropriate, offer to hang the Do Not Disturb sign on the door. 20. When delivering luggage: Knock on the door using your index or ring door bell. Identify service. Wait 15 sec before knocking on door a second time before entering.

Moment Of Truth:

4.11

SOP - The Room First Impression

16. Turn on the lights of the room and enter first while holding the door open for the guest. 17. Offer any additional help eg, open or close the curtains, press clothes etc. 18. Wish the guest a pleasant stay and leave the room as quietly and quickly as possible. “Have a pleasant stay and if there is anything else I can do for you, please do not hesitate to call me on extension 6”. 19. If appropriate offer to hang the Do Not Disturb sign on the door. 20. When delivering luggage: Knock on the door using your index finger or ring door bell. Identify service. Wait 15 sec before knocking on door a second time. 21. Luggage must be delivered to the guest room within 8 min of arrival. 22. Address guest by name. Smile and be friendly. 23. Place the luggage on the luggage rack in the room. Hang the garment bag in the wardrobe. Ask the guest where to place other luggage.: “Where would you like me to place your computer , Mr Groom?” 24. Offer to give information about the room facilities.

Oriental Hospitality Consultants – OrientalHospitality.com 25. Offer to show guest safety / security instructions. 26. Offer to open / close curtains, pressing. Laundry services or any additional help. 27. Leave the room as quickly as possible. 28. Wish the guest a pleasant stay and offer assistance, “Have a pleasant stay with us, Mr Groom. If you require further assistance, do not hesitate to contact us”.

Chapter Moment Of Truth

5 The Departure Experience 5.01 SOP - Transport / Luggage

1. Answer the telephone within 3 rings 2. Smile when picking up the phone. The caller will hear it in your voice. Be pleased to deal with this call. 3. Identify the department and greet the guest and offer service. 4. Use caller’s name at least twice during conversation. 5. Offer your help and listen attentively. 6. Ascertain guests needs in preparation for departure: The amount of pieces to be collected. 7. The estimated departure time. 8. If luggage storage is required. 9. If any assistance with transport is required. 10. Identify needs and propose solutions, eg, I can organise a taxi to take you to the airport Mr.Groom. The taxi fair is approximately 7 US$. 11. Inform the guest how long before his request can be satisfied. It should never take longer than 15 minutes. I can sent the porter to your room right away and the taxi can be available in 5 minutes. You may leave your luggage in the room.

Oriental Hospitality Consultants – OrientalHospitality.com 12. Remind the guest to lock / seal all items before leaving the room. 13. Inform the guest of limited hotel liability regarding loss and damages if they insist you collect nonsecured, valuable items. 14. Restate the guest name and room number and if he will be present in the room during the next 15 minutes. If not, remind guest to check for possible forgotten items and to empty his safe deposit b box. 15. Inform guest where luggage will be available. 16. If any assistance with packing is required. 17. Bell staff will arrive within 8 minutes of the call. 18. Inform cashier of anticipated departure so that guest account can be prepared in advance. 19. Observe manual handling of heavy, large package guidelines. 20. Store heavy bags at low level. Be cautious of sharp items. 21. Ask transport requirement the day prior to departure or during registration process. Hotel car to be promoted in priority. 22. Hotel representative at the airport to assist guest with luggage handling, flight reconfirmation and customs clearance as required. 23. A hotel representative accompanies VIP groups from the hotel to the airport.

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Moment Of Truth:

5.02

SOP - Luggage Handling

1. Bellman is in clean uniform, well pressed, no tears or stains, name badge is worn, well groomed. 2. Knock on the door using your index finger, or ring the doorbell once. Wait 15 seconds before knocking a second time. Identify yourself “bell service”. 3. When the guest is present, greet the guest warmly by name; ask guest if he enjoyed his / stay. 4. Ask the guest if it is convenient to remove his / her luggage. 5. Confirm with the guest if you can check his room for possible forgotten items. 6. Kindly remind to empty his safety deposit box. 7. Remind guest to lock seal all items before leaving room. 8. Inform guest of limited hotel liability regarding loss and damage if they insist you collect non-secured valuable items e.g. laptop, cameras etc. 9. Ask if they have any other requirements . 10 Present guest with luggage, departure or storage receipts. 11.Inform the guest where there will be able to collect stored items. 13 When the guest is absent: If fragile items present take extra care

Oriental Hospitality Consultants – OrientalHospitality.com 14. Double check and record amount of pieces collected. 15. Inform guest immediately, if in room safe door is found locked. 16. Use service lift when appropriate. 17. Place baggage within secure holding area and properly labelled. 18. Hang clothes, fragile items in a protected environment free of dust and potential spillage or damage. 19. Luggage tags are provided for all items stored and must specify the hotel’s policy and limits of liability. 20. Wrapping, packaging, binding facilities and materials available. 21. Protective individual storage cabinets for fragile items. 22. Lockable individual storage cabinets for fragile items. 23. Observe manual handling heavy, large package guidelines. 24. Store heavy bags at low level. Be cautious of sharp items. Moment Of Truth: 5.03 SOP - Settling The Account ( Check Out)

1. Departure completion should be efficient with individual queues not to exceed 4 guests. 2. Take initiative and call for assistance when more than three guests are waiting at any time. 3. Acknowledge guest within 10 seconds / 3 metres, establish eye contact, smile and greet the guest warmly. 4. Ask for guests name, not room number and use guest name at least twice during conversation. 5. If you are dealing with another guest, acknowledge guest presence and say” I will be with you shortly, sir”. 6. Present bill, facing the guest and be prepared to explain any changes. 7. Handle immediately all customer-disputes changes, so guest satisfaction can be assured. 8. Prepare and offer back up bills for the guest and include them with the final folio. 9. Check the method of payment with the guest, “How will you be settling your bill, Mr.Groom, by credit card or cash?” or “Would you like to pay by credit card or cash Mr. Groom?” 10. Ask the guest for his signature on the bill and credit card slip, “ May I have your signature here, Mr. Groom”?

Oriental Hospitality Consultants – OrientalHospitality.com 11. Check for outstanding messages and mail offer assistance with luggage, department confirmations airport taxes and ground transportation. 12. Verify that the guest’s luggage has been brought from the room. If this has not been done, ask the guest how many pieces of luggage he has and inform the bell man, “ Has someone picked up your luggage yet, Mr Groom ?” 13. Remind the guest if he has anything in his safe deposit box. 14. Check for satisfaction during the stay, make a note of dissatisfaction, resolve the situation, time permitting, informing the guest of follow up action, if situation cannot be resolved upon departure, inform management who should contact the guest within 48 hours. 15. Thank guest for his / her patronage and invite to return. 16. Estimated departure times to be recorded upon arrival. 17. Inform guest of special requirements at airport when leaving the country ( exit visas, foreign currency etc) Offer to charge airport tax to bill, where appropriate 18. Queuing guests who appear to be in a hurry should be offered “Express check-out” as appropriate. To be directed and assisted at other facilities e.g. guest relations, Royal Club 19. After verification of folio entries, if requested paid folios should be presented in an attractive folder or envelope. 20. To be seen of by Management 21. Deliver bill and goodbye letter to room night before departure. 22. Check accounts prior to departure 23.

Offer use of dedicated “refresher area” for late departures . When local circumstances dictate hotels may charge for this service.

24. Present bill at breakfast or night before.

Oriental Hospitality Consultants – OrientalHospitality.com

Moment Of Truth:

5.04

SOP - Express Check Out

1. To be able to charge directly to credit card. 2. Provide guest with clear explanation of procedure upon arrival. 3. Local and hotel credit policies will dictate the procedures on offer. 4. When applicable by local banking facilities: Service to be a full part of the registration procedure. 5. “Express Check Out” form to be a tear off section of the key card. 6. When applicable by local banking facilities: services to be available to all guests with approved credit and authorised VIP’s. 7. Instructions to be bilingual. 8. “Express Check out” box to conveniently located. 9. The “Express Check Out Box” is continually checked by the cashier. 10. A copy of the guest’s final account is delivered to the guest room the day before departure for checking. 11. All necessary documents are prepared in advance i.e. invoice, bills, manual copy of the credit card, etc.

Oriental Hospitality Consultants – OrientalHospitality.com 12. Account to be forwarded to guest within 2 working days after guest departure. 13. Any queries to be attended to immediately. 14. To offer facility via television in guest bedroom

Moment Of Truth:

5.05

SOP - Farewell

1. The guest is asked about transportation requirements a day prior departure. 2. The hotel car is promoted in priority. 3. Inform and direct guest to waiting car / transportation. 4. Request luggage receipts. 5. Ask the guest to identify his luggage, “Mr Groom would you please identify your luggage. 6. Place all items carefully in the car. 7. Open the car door, help guest into the car. 8. Assist guest with route / direction instructions to driver. 9. Be aware of traffic conditions and use this information to inform guest and if necessary, suggest best route 10. Take taxi number for future reference. 11. Bid farewell with an appropriate comment, “ Hope to see you again soon, Mr Groom”. 12. Have an umbrella available if required.

Oriental Hospitality Consultants – OrientalHospitality.com 13. Ensure no debris or congestion in lobby in front of the hotel. 14. In case of valet parking, ensure that receipt corresponds to guests’ vehicle.

Chapter Moment Of Truth

6 6.01

The In Room Experience SOP - During The Stay

1. Show integrity and respect for guest belongings. 2. Remember the guests expects his / her privacy to be “untouched”. 3. Apply established procedures / quantity standards for making up room as well during turndown. 4. Be observant and aware of guests in room habits / usage patterns 5. Long stay and repeat guests: Executive Housekeeper or Assistant should introduce themselves to the guest within 24 hours of arrival to arrange a suitable time to clean daily. 6. Housekeeper not to disturb before: 9am ( unless specifically required ) 7. The room is serviced twice daily, in the morning and at turndown 8. Used towels are changed daily ( or on demand ) 9. Staff is knowledgeable on the hotel directory content. 10. Ensure that room equipment has been properly inspected and is in working order, including locks, water pressure, television etc. 11. Material are easy to locate, clear, crisp updated and accurate.

Oriental Hospitality Consultants – OrientalHospitality.com 12. Leather bound folder is full of stationary. 13. There is plenty of cupboard space and sufficient hangers. 14. All amenities are in good condition and in sufficient quality. 15. Security of drinking water is made clear to guests when necessary

Moment Of Truth:

6.02

SOP -

Laundry Service Order

1. Answer the telephone within 3 rings 2. Greet all callers in a warm courteous manner with a smile: “Housekeeping, Good morning, afternoon evening, Mr Noblet, how may I help you ?” 3. Explain the range of services including cost and benefit of each. 4. Obtain and use the guest name at least twice during the conversation. 5. Verify the name and room number, name and order. Say: “ Your room number is 323. Would you like normal or express service, Mr Noblet”. 6. If the guest requires normal service, say:” Your laundry will be returned by 5.00 pm, Mr Noblet. 7. Ascertain where the guest is leaving his laundry for collection and whether the guest would like delivery in a basket or in a hanger. 8. If the guest requires express service, explain the additional cost of the laundry and that the laundry will be returned within 3 hours. Say:” Your laundry will have an additional charge of XXX and it will be returned within 3 hours. 9. Inform the guest what he should do with his laundry. Say” Please put your laundry bag on your bed or hand it outside your door, Mr Noblet.”

Oriental Hospitality Consultants – OrientalHospitality.com 10. If the guest prefers, offer to sent someone to collect his/her laundry from the room. This is to be done within 15 min. 11. Thank guest for calling and inform when the laundry will be collected. Guest will be informed immediately when any counting discrepancies or damages, stains That the cleaning processes could effect. 12. Guest will be informed immediately when any counting discrepancies or damages stains that the cleaning processes could affect.. 13. Professional making system will be used for identification.. 14. Leave a copy of order with guest ( both at collection and delivery )

Moment Of Truth

6.03

SOP -

Laundry Service Collection And Delivery

1. Knock on the door using the index finger or ring the doorbell once. Identify service. “ Say Laundry” . Wait for 15 seconds before knocking or ringing again. 2. Greet the guest warmly with a smile :” Good Morning , Afternoon, Evening Mr Noblet, May I pick up your laundry?” 3. Use the guest name. 4. Exchange pleasantries when in the guest room:” Are you enjoying your stay, Mr. Noblet?” 5. Offer additional help, “How would you like your laundry returned, on a hanger, or folded in a box, Mr Noblet”? 6. Thank the guest and wish a pleasant day, don’t wait for a tip :”Thank you Mr Noblet. Have a pleasant stay with us.” 7. Laundry pick up from the guest room should not be later than 15 minutes after receiving the request. 8. The room number should be checked and laundry bag content should be checked against the form. 9. If a guest has a DND sign on the door then the laundry collection card is slipped under the door.

Oriental Hospitality Consultants – OrientalHospitality.com 10. Unless asked to do otherwise, shirts should be folded in plastic wrappers, with cardboard collar and support. 11. All other clothes should be hung in the closet, or presented in an environmentally friendly way. 12. Place the laundry in the closet as quickly ( or basket on the bed depending upon the guest’s request ). 13. If the guest is not in the room, place the laundry card in the room informing the guest that the laundry is in the wardrobe. 14. The laundry bill is included with the clean laundry. 15. Guest will be informed immediately of any counting discrepancies or damages, stains that the cleaning process affect. Pace a card in the laundry box if the guest is not present in the room. 16. Ask the guest and wish a pleasant stay, don’t wait for a tip, “Thank you Mr. Noblet, have a good evening”. 17. Thank the guest and wish a pleasant stay, don’t wait for a tip. “ Thank you Mr. Noblet, have a good evening. 18. Professional making system will be used for identification. 19. Leave a copy of order with guest ( both at collection and delivery ) 20. Laundry will be returned to the guest within the requested time.

Oriental Hospitality Consultants – OrientalHospitality.com

Moment Of Truth:

6.04

SOP - Shoe Cleaning / Polishing

1. Greet all callers in warm, courteous manner with a smile: “ Good morning/after/ evening, Housekeeping, how may I help you, Mr X?” 2. Explain service and charge when appropriate. 3. Knock on door using your index finger or ring door bell once. Before knocking on the door a second time and before entering. 4. Open the door quietly and announce “Housekeeping” again if there is no reply from the room. 5. Greet guest warmly by name. 6. Clean shoes well, within one hour. 7. Inform the guest when cleaning cannot be done within the time requested by the guest.

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Moment of Truth

6.05

SOP - Handling Special Request

1. Answer telephone within 3 rings 2. Smile and greet the guest warmly in a courteous manner,“Housekeeping , good morning, Mrs Wickison, John speaking, how may I help you”?Use the name of the guest during the conversation. 3. Introduce the department and yourself. 4. Offer assistance and listen attentively. 5. Always handle guest requirements and contact other departments on guest behalf. 6. Summarise requirements and check accuracy , Would you like an adapter for your PC, is that right, Mrs. Wickison”? 7. Give your name and responsibility for resolving the request, “My name is Judy and I will assure that get your adapter within 15 minutes, Mrs Wickison. 8. If the item requested is a standard one, eg, a toothbrush, provide a replacement free. If the item is non-standard , provide a replacement or lend one to the guest, eg nail clippers If request may not be possible to meet - explain why and offer alternatives. 9. Inform guest of your next actions and ensure guest that requests will be handled and indicate how long before delivery. 10. If any delay in delivery, inform guest and remain in touch until situation is resolved satisfactorily.

Oriental Hospitality Consultants – OrientalHospitality.com 11. Follow up and check guest’s satisfaction after the request has been fulfilled: ”Mrs Wickison I am Judy from Housekeeping, have you received your adaptor?” 12. Thank the guest and wish a pleasant day. “Thank you and have a pleasant day”. 13. All requests should be resolved in within 15 minutes or less; if not possible, communicate with the guest immediately and agree on a satisfactorily: I’m sorry Mrs Wickison but we will not be able to send you an PC adaptor in your room within 15 minutes, because we have to purchase it. Would half an hour be fine with you? I apologise for the delay”. 14.All staff members are encouraged to take personal responsibility & meet/exceed customer expectations. 15. Standard toiletries should be replaced free of charge. 16. Offer non-standard items should be provided on a loan basis or sold at a reasonable price. 17.Ensure availability of other guest room needs, eg plugs adapters 18. Take into consideration country / location particularities and adapt supplies accordingly eg. Mosquito repellent Moment Of Truth:

6.06

SOP

-

Servicing The Room

1. Knock on the door using your index finger or ring doorbell once. Identify service “Housekeeping” Wait for 16 seconds before knocking on the door a second time and before entering. 2. Open the door quietly, announce yourself and use guest name. Greet the guest warmly: “Good morning , Mr Kerrison, May I make up your room now or would you like me to return later. 3. Ask the guest if you can make up the room or return later. 4. Exchange pleasantries with the guest. 5. Ask the guest if they have any other requirements and take personal responsibility to deliver. 6. The room is serviced twice a day, morning afternoon and turndown shift. 7. Respect DND sign. 8. All personal working in a guest room should always keep the room door closed and invite guest to use his/her key to enter by displaying a door knob instruction card. 9. Tidy, but do not disturb or rearrange guests’ belongings. Leave the room as the guest left it ( items put away or left out). Handle guest belongings carefully and with respect. 10. Report any valuables not stored in the safe and report any safes left open by guest.

Oriental Hospitality Consultants – OrientalHospitality.com 11. Do not discard any guest belongings, which have been put in the wastebasket. If a guest has already left the hotel, follow the lost & found procedure. 12. Communicate guest room deficiencies and requests to the appropriate departments for action.

Moment Of Truth:

6.06 -

Servicing The Room

13. Use guest history to check special requirements. Be observant of guest preferences such as lightning, air conditioning, television settings, etc. 14. Do not use guest room telephones without first obtaining the permission of the guest. 15. After cleaning the bathroom door is left ajar. 16. Change used towels daily ( and in the evening if necessary) unless there is an environmental policy involving the guest choice. 17. Staff know the hotel directory content. 18. Inspect and ensure that the room equipment is in working order including locks , water pressure, telephone etc. 19. Materials are easy locate , easy, crisp, updated and accurate. 20. All amenities are in good condition and in appreciable quantities. 21. Hand over requests and details of guests to colleagues. . 22. Turndown is competed between .6.00 pm and 9.00 pm 23. During turndown there is: appropriate lighting, curtain drawn, bins emptied.

Oriental Hospitality Consultants – OrientalHospitality.com 24. Prepare the bed ( note the correct side ) 25. Bathrobes placed on the bed. Amenities restocked. Soiled towels replaced. 26. Breakfast menu card placed on the pillow with good night local touch. 27. Slip “Turndown” card under the door if there is a DND sign on the door. 28. Do not use guest telephone. 29. Butler service ( unpacking /packing ) offered until midnight. 30. Floor mats and slippers by bedside. 31. Complimentary quality bottled mineral water and tumbler on bedside table 32. Radio left on classical channel 33. Place good bye gift with good bye card signed by management.

Moment Of Truth:

6.07

SOP - Room Maintenance Service

1. Answer telephone within 3 rings. 2. Smile when picking up the phone. . The caller will hear it in your voice. Be pleased to deal with this call. 3. Introduce your department and yourself by name, E.g “Good Morning/ afternoon, evening, Maintenance, George speaking, how may I helpyou?” 4. Articulate and listen carefully. 5. Use caller’ name at least twice during conversation. 6. When dealing with caller, don’t use hotel jargon, e.g Pax,F&B 7. Apologise, summarise reported defect and check accuracy, “Mr Motet, I’m sorry for the inconvenience caused, I understand you getting late for your meeting. 8. Inform caller of your next actions and assure guest the situation will be resolved and indicate how long, “ Mr Motet, the technician will be up within 15 minutes and the problem should take 15 minutes to repair”. If necessary offer an alternative solution to meet their needs.”If you like, we can repair your TV after your meeting. 9. Give your name and take personal responsibility for resolving the request. Say, “ Mr Motet, please do not hesitate to contact me for any further assistance”.

Oriental Hospitality Consultants – OrientalHospitality.com 10. Always be positive, say” Mr Motet, please do not hesitate to contact me for any further assistance. 11. Provide full information to the maintenance staff so that they can be repaired.Bleep or call the technician on a walkie talkie, write out the maintenance request form and send him to to the room immediately. 12. Inform housekeeping about the call, guest name, room number, the problem and the action taken. 13. Guest’s request for maintenance must be responded to within 15 minutes. All requests for repairs before1300 must be completed the same day. 14. Ensure that you have sufficient tools, supplies and knowledge to resolve the problem going up to the room. 15. Maintenance staff that goes to he guest room, must be well presented with uniform , neat, clean , no stains or tears, name badge worn. Staff member must be able to communicate effectively with guest in appropriate language. 16. If there is a DND sign on the door, call reception to find out weather or not the guest wants to be disturbed. 17. If the guest does not want to be disturbed, slip the “Technical Request Card” under the room door. 18. Knock on the door using your index finger or ring the doorbell once. Identify the service, say “Maintenance”, wait for 15 seconds before knocking or ringing again 19. Upon entering, announce yourself again and greet the guest by name: “Maintenance, good morning Mr. Motet.” 20. Ask for permission to enter the room, May I come in?” 21. Use guest name. 22. Leave the door closed while working in a room unless the room is occupied. Display doorknob instruction card on the outside of the door. 23. Apologise, summarise reported defect and check accuracy: ”I have come to fix your air conditioning, Mr Motet. 24. If there is any delay in resolving the situation, inform the guest and remain in touch until solved. If the problem cannot be solved within an hour offer to change the room of the guest and offer assistance to do so. If the guest aggress, then call reception. 25. Resolve as speedily as possible, do not disturb guest unnecessarily and check guest satisfaction. 26. If need to use the guest telephone, ask permission to do so. 27. Guest’s personal belongings are not to be touched while in the room. If you need to remove something , ask the guest’s permission to do so.

Oriental Hospitality Consultants – OrientalHospitality.com 28. When you have completed the repairs, check guest satisfaction and apologise for the inconvenience. 29. Clean up the area in which you worked and if you are not able to do so, inform the guest that you will send Housekeeping to do this. Replace any guest items you have moved while working. 30. Verify if the guest has any other requirements and communicate these to the appropriate department. ”Would you require any further assistance from us, Mr Motet?”. 31. Thank the guest and wish him good bye. ”Thank you Mr Motet have a good day. 32. Maintenance to be informed between 9 am and 7 pm unless the guest requests otherwise or in case of an emergency.

Moment Of Truth:

6.08

SOP -

In Room Mini Bar

1. Guest requests will be responded to within 15 minutes. 2. Mini bar should be stocked between 9 am and 5 pm. 3. Do not enter rooms with DND signs 4. Knock on the door using the index finger or ring the bell. Identify service. Wait for 15 seconds before knocking or ringing again. 5. Upon entering, announce yourself and use guest name where appropriate. 6. Check that it is convenient, if not return later ( within 2 hours ). “ Good morning Mr. Motet, would you like me to restock your Mini Bar now or shall I return later?” 7. If the guest does not mind, proceed as quickly as possible. If the guest minds, the log in the book and return within 2 hours. 8. Ask the guest if any additional items are required. 9. Wish the guest a pleasant day / evening. 10. Be observant to guest’s preferences and provide additional stocks if necessary. 11. Remove expired items. Keep stock in rotation.

Oriental Hospitality Consultants – OrientalHospitality.com 12. Clean and check daily that all is in working order. 13. Ice will be made with purified water only. 14. Glasses washed daily. 15. Guests requests must be responded to within 15 minutes. 16. At time of registration promote and offer a range of choices for mini bar. E.g. Alcoholic, soft drinks, energy drinks, fruit juices 17. Stock with half bottle of liquor rather than miniature. 18. Provide free drinking water, if tap water is not drinkable.

Chapter Moment Of Truth

7 7.01

The Restaurant Experience SOP - Reservation

1. Answer the telephone within 3 rings 2. Greet the guest warmly with friendly tone of voice, “Good morning, afternoon, evening, Mr Cousens how may I help you, with a smile. 3. Identify your name and that of the restaurant. 4. Use the caller’s name at least twice during conversation. 5. Articulate and listen attentively. 6. Do not use hotel jargon. 7. Ask the guest for which day he would like the reservation to be made. 8. Ask in whose name the reservation should be made, “Under whose name shall I reserve the table. Mr. Cousens?” 9. Ask for the time of the reservation, “ For what time shall I reserve the table?” 10. Ask how many people would be dining,” For how many people should I make the reservation, Mr. Cousens?” 11. Use positive phrases, “ It will be our pleasure to book you a window table”.

Oriental Hospitality Consultants – OrientalHospitality.com 12. Any questions to identify special needs eg non-smoking table, sea view, birthday cake, etc. 13. Recognise regular guests needs and their needs, “ May I reserve you a non-smoking table again Mr. Cousens?” 14.Summarise booking request and check accuracy, use positive language when doing so, it will be a pleasure to book a sea view table for you. Mr Cousens”. 15. Thank the guest,” Thank you and we look forward to seeing you tomorrow”. 16. Wait for the guest to hang up first. 17. Staff to have full knowledge of opening/closing times,; Cuisine type, special requirements and time restraints for business lunches, English, Thai and language of main client segment. 18. The ringing level of the telephone is low so as not to disturb guests in the restaurant. 19. Priority reservations for in-house guests. 20. Offer restaurant food to be served in the room during restaurant opening times. 21. Record in guest history, likes and dislikes Moment Of Truth:

7.02

SOP - First Impression

1. Observe guest reaction to both music and light and adjust as required. 2. Restaurant team members will do their utmost to ensure that everything feels, scents, tastes and is as aesthetically pleasing at all times. 3. There is a hostess, restaurant manager or member of staff at the entrance of the restaurant. 4. The reservation desk is well organised. 5. The uniform is clean, neat well pressed, no stains or tears. 6. The entrance and surroundings are clean and tidy. 7. The operational hours are indicated at the entrance, signage is clear and visible. 8. The restaurant is clean i.e. floors and walls. 9. Windows are free of marks and finger prints. 10. Furniture is in good condition 11. Plants and flowers are well maintained, fresh with no dusty or dead leaves. 12. Tables and chairs are correctly arranged and set up.

Oriental Hospitality Consultants – OrientalHospitality.com 13. The area is well ventilated, not smoky, at the correct temperature. 14. Background / live music is at suitable volume. 15. Lighting is comfortable. 16. If there are candles on the table, they are well lit. 17. Side stations are neat, free of dirty equipment, food, glasses or plates 18. Menus are clean, in good condition with no stains, spots, dog ears and is updated. 19. Room temperature is appropriate. 20. Ashtrays are clean with one match box per ashtray, in the smoking section of the restaurant. 21. If there are candles on the tables they are lit. 22. Chinaware, glassware and silver used is clean with no cracks or chips.

Moment Of Truth:

7.03

SOP -

Greeting And Seating

1. Hostess, restaurant manger or other member of staff is available at the entrance in impeccable uniform, ready to welcome guests. 2. All guests are welcomed at the entrance – nearest available person greets guest immediately. 3. Deal with the guest within 1 minute of arrival. 4. Acknowledge guest within 10 sec / 3 metres of entrance. Establish eye contact and smile, “ Good morning / afternoon / evening Sir / Madam or call a colleague. 5. If you are busy say I will be with you shortly, Sir / Madam” or call a colleague. 6. Ask the guest name rather than a room number. 7. Check reservation, “Do you have a reservation, Mr Cousens?” 8. If no reservation, check if hotel guest and ask for the guest name. 9. Offer to take coats and bags. 10. Ensure security of property. Issue a receipt as appropriate. 11. If guests have not reserved and must wait for a table, inform them of length of wait and suggest that they wait in the bar. Inform them as soon as the table is ready.

Oriental Hospitality Consultants – OrientalHospitality.com 12. Obtain reservation details and reconfirm guests’ requirements. 13. Offer a choice of seating, “Would you like to have a table by the window / smoking or non-smoking section of the restaurant. 14. Guide and escort guest to the table. 15. If guests have not reserved and must wait for a table, inform them of the length of wait and suggest they wait in the bar. Inform them as soon as a table is ready. 16. If the guest waits in the bar for a table, take the drinks order, inform the bar manager, give the guest a menu and offer to take the order. 17. When a table is ready, escort the guest to the table in the restaurant, have their drinks brought to the table, if appropriate. “ Please follow me, Mr Cousens”. Walk at same pace as the guest, just one step ahead. 18. Pull out the chair for the guest. 19. Observe guests and anticipate needs, offer newspaper to guests dining alone. ”May I offer you a newspaper , Mr. Cousens? It’s today paper”. Offer a newspaper / magazine to solo diners if appropriate. 20. Offer to take drinks order. 21. Present the menu open to the guest 22. Offer to explain the different sections of the menu. 23. Present drinks / wine list open to the guest 24. Offer to take or leave with the guest, “ Would you like to have a drink and I will return in a few minutes when you are ready to order”. 25. Observe guests and offer a table to meet their individual needs. 26. Explain any promotions, specialties or cocktails. ”We have a special strawberry cocktail promotion on, Mr Cousens, I’ll be right back with the menu”. 27. Hold chair for guest. Place napkin on lap. 28. Ad-hoc specialty is offered outside the menu selection.

Oriental Hospitality Consultants – OrientalHospitality.com

Moment Of Truth:

7.04

SOP

-

Menu Presentation

1. Menu should clearly indicate which dishes take longer to prepare and the estimated time. 2. Guests should be made aware of containing known ingredients that are the cause of allergies. I.e nuts, dairy, shellfish etc.

Oriental Hospitality Consultants – OrientalHospitality.com

Moment Of Truth

7.05

SOP -

Order Taking And Serving

1. Approach the guest with a smile and eye contact. Body language is attentive. 2. Offer opened menu at customer pace. Always make a suggestion from the menu, daily special, chef’s specialty, local or in-house cocktail 3. If appropriate, offer menu without prices. 4. Offer to take the drinks order immediately, if the guest looks undecided make appropriate suggestions,” Would you care for an aperitif, Mr Cousens, our Barman makes a great martini.” 5. Offer drinks not on the list if necessary. 6. Ask how he takes his drinks, with ice, for example. 7. Make suggestions but always be neutral to the customer’s choice. 8. Always accept special orders and check with the manager if you have doubts. 9. Staff have menu knowledge and can answer guest questions about the menu. 10. Inform the guest about unavailable suggestions, “We do not have any chocolate cake but we do have chocolate tart, Mr Cousens.” 11. Explain the dishes and offer your own recommendations if appropriate, “ I can certainly

Oriental Hospitality Consultants – OrientalHospitality.com recommend the sea bass, it’s delicious”. Be confident about your description and give details if necessary ( served with..., prepared...., spices.... ) 12. Be flexible and be prepared to modify dishes or accommodate special orders. Be open and positive about menu requests. If necessary, check back with the kitchen before making a commitment . 13. Get back to the guest promptly with the Chef’s response. If a request cannot be met, offer alternatives and check if they are satisfactory. 14. Solo diners should be offered a magazine or newspaper to read. 15. Always be familiar with the wine list and make suggestions to suit the dishes selected. Be sensitive to guest difficulty with ordering wines or menu items, offer assistance. 16. With regular guests inform them of specials that are particularly suited to their personal tastes, “I know you love chocolate, Mr Cousens, we have a delicious chocolate tart that I think you will enjoy. 17. Confirm the order by repeating and using positive language, “ May I repeat your order, you would like the T-bone steak with baked potato and a piece of chocolate tart, certainly Mr. Cousens. Write down the order neatly 18. Waiters should serve guests orders without having to reconfirm who ordered that. 19. Serve food on time as requested or promised to the guest. 20. Inform guests of any delay, apologise and give them an estimated time scale. 21. Serve the dish ensuring it is properly presented, at the correct temperature hot and as the guest ordered it. 22. Warn the guest when serving a hot plate, “Please be careful, Mr. Cousens, the plate is hot”. 23. When serving guests, the item or dish must be presented , any special requests mentioned. “Your kingfish beer , Mr. Groom”. 24. If there are any complaints about food/wine, they should be replaced without question, at no charge. 25. If only main course is ordered, it should be served in 15 min (unless otherwise advised by guest ) 26. Serve drinks within 5 minutes of order remembering who ordered which drink. Always serve ladies first. 27. Starter should be served within 10 minutes of ordering. 28. Always serve dishes within 10 minutes of the last course unless the guest wishes to linger. 29. Wish the guest an enjoyable meal: “Enjoy your meal, Mr Cousens”. 30. A selection of fresh daily baked bread and selection of different butter or a variation of dipping

Oriental Hospitality Consultants – OrientalHospitality.com to be served. 31. Service should be cordial and attentive without hovering and efficient without rushing guests. 32. Offer to replenish drinks when the glass is ¾ empty. Drinks should not remain more than 2 min without an offer of a refill. 33. Replenish bread and butter regularly. 34. Chef/Restaurant Manager to walk around the restaurant and check for guest satisfaction at least once per sitting, “ How is your steak, Mr Cousens? Or how was your salmon, Mr Groom. 35. Use keen observation skills to identify when guests need assistance or wishes to converse versus time when guest privacy is important. 36. A quality selection of lead tea and fresh coffee is served in an individual teapot and “French press cafetiere”. Decaffeinated alternatives to all type of coffee e.g. espresso cappuccino and coffee specialties are available. 37. Serve complimentary regional hors d’ oeuvres, fitting the restaurant theme such as an appetizer. 38. Emphasis will be made on originally, presentation and taste of dishes, with attention to details e.g small side orders, complimenting spices, toppings etc Moment Of Truth:

7.06

SOP

-

Breakfast

1. Acknowledge guest within 10 sec / 3 metres of entrance. Establish eye contact and smile: “Good morning sir / madam.” 2. If you are busy say” I will be with you shortly sir / madam” or call a colleague. 3. Ask for guest name rather than room number. 4. Use guest name at least twice during conversation. 5. Guide and escort guest to the table. 6. Offer choice of seating. 7. Observe guest and offer a table to meet their individual needs E.g single guest. 8. Hold chair for guest – place napkin on lap. 9. Explain buffet service and dishes on offer-specialties or breakfast choices. 10. Staff should have full knowledge of menu composition so that they can guide the guest in his / her choice when necessary. 11. Offer to take drinks order “ Would you like to have tea or coffee Mr Jones”?

Oriental Hospitality Consultants – OrientalHospitality.com 12. If requested provide the “A la’ carte menu” open to guest. 13. Serve drinks within 5 minutes, remembering who ordered them. Ladies served first. 14. Observe guests’ body language and be attentive to their needs and place. If guests need more time, say “if you need a moment or two Mr. Jones Would you prefer me to come back?” 15. Ask open ended questions to establish customers exact needs and preferences. 16. Once the guest has decided, be neutral as to their choice and support it. 17. Be flexible and be prepared to modify dishes or accommodate special orders. Be open and honest about menu request. If necessary check back with the Kitchen before making a commitment. 18. Get back to the guest promptly with chef’s response. If request cannot be met offer alternatives / options and check if they are satisfactorily. 19. Guest should be made aware of dishes that contain known ingredients that are the cause of allergies. I.e nuts, dairy, shellfish etc. 20. Remain attentive to guests’ needs during the meal by regularly passing through the tables. 21. When within the buffet vicinity, assist guests with the serving.

Oriental Hospitality Consultants – OrientalHospitality.com

J Moment of Truth:

7.07

SOP

-

Clearing Check And Bill

1. Observe, be attentive to guests signals and respond even to tables that are not in your station Head always upright, look around. 2. Approach the table when the last person has finished his dish. Notice when the cutlery has been placed aside. Notice guests who have not been eating for a while, plates pushed away slightly. 3. Clear plates from the right, ladies first. 4. When clearing, work as quietly as possible. Move quickly and efficiently as you can and try not to disturb or obstruct the guest. 5. When clearing empty glasses, offer the guest another drink,” Would you care for another cocktail, Mr Cousens?”. 6. Smile, excuse yourself , offer to clear the plates, “May I clear the plate, Mr Cousens?” 7. Check satisfaction at least once during the meal. Check satisfaction while clearing, “How was the fish Mr Cousens?” If the guest is pleased, say “Thank you. ”If the guest is not pleased, apologise, thank her for bringing it to your attention, exchange the dish if appropriate and inform the restaurant manager.. 8. No more than 5 minutes should pass between clearing on course and serving the next. 9. Ashtrays should be changed after every 2 cigarettes are extinguished, unless the guest does not want

Oriental Hospitality Consultants – OrientalHospitality.com to be disturbed. 10. Ashtrays should be removed covered by a clean one, then replaced. 11. Serving / clearing station should be relevant to the volume and capacity. 12. No trays should be positioned on the table to clear dishes. 13. Cutlery positioning on the plate is commonly used as an indication that the customer has finished meal. However always check with guest before clearing. 14. Staff members should be knowledgeable in cutlery positions signalling end of meal according to different customs. E.g horizontally across the plate at 3.00 o’clock or vertically at 6.00 o’clock. 15. Bread and butter should be removed upon completion of the main course 16. On customer’s request , present check. 17. The check is presented in a clean bill folder, with a pen, within 3 minutes of request.The folder is closed and presented to the guest who requested it. 18. The check is accurate, clean, no stains or marks. 19. The check is properly itemised, exactly reflecting actual order. 20. If promotional materials are included, they are clean and updated. 21. Bill should indicate what is included in the charges. E.g tax, cover charge, service charge 22. Give ample time for the guest to check the bill without hovering around the table, but stay in the vicinity. 23. Recover check and means of payment if applicable 24. Thank the guest and process quickly. 25. Ensure that the cashier / restaurant staff deals with the check promptly and returns the change or customer credit card immediately (where applicable) 26. Give a copy of the receipt to the guest with the card ( if the guest pays with credit card) in a folder, “here is your card and receipt, Mr Cousens, thank you very much”. 27. If the guest disputes the bill, say: ”Please give me a moment to look into this”. 28. Do not check the bill in front of the guest. 29. Waive discrepancies within a certain limit and as established by the hotel management. 30. Apologise for any real or perceived errors.

Oriental Hospitality Consultants – OrientalHospitality.com

Moment Of Truth

7.08

SOP - Departure

1. Remove the bill and process quickly. 2. Help customers and help them leave their table, pull back the chairs. 3. Assist guests, ladies first, with putting on coats, leading to the door and opening the door of the restaurant. 4. Wish the a good day and hope to see them again, “ Thank you Mr Cousens, have a good evening we hope to see you again soon”. 5. If the guest has experienced dissatisfaction apologise once again and say: “ I’m sorry for the inconvenience caused and hope to see you in the future”. 6. All tables are promptly cleared and reset after departure. 7. Assist guest in recovering personal items from the cloakroom.

Oriental Hospitality Consultants – OrientalHospitality.com

Moment Of Truth:

7.09

SOP

-

Buffet

1. Assist guest with their seating and explain buffet service and dishes on offer. 2. When within the buffet vicinity, assist guests with serving. 3. Remain attentive to guests’ needs during the meal by regularly passing through the tables, looking around the room. 4. Always remove dishes and silverware between courses. 5. Hot and cold plates as well as silver serving cutlery should always be available in sufficient quantities. 6. The buffet is attractively laid out( décor, colour, lighting etc,) 7. The buffet set up must be practical – easily accessible, cold food, hot food, dessert a’la minute stations, etc. 8. The size of the buffet should match the seating capacity of the restaurant. 9. Selection of dishes should be abundant and varied. 10. No dish should be less than 30% full before being refilled. 11. All foods should be presented in containers, which complement their appearance

Oriental Hospitality Consultants – OrientalHospitality.com and help keep hot foods hot without overcooking or drying and cold foods cold. 12. Check the temperature of hot plates and replenish regularly. 13. All buffet dishes are identified with attractive, easy to read labels on or near serving container’s in at least 2/3 languages. 14. Skirting should not be used any more, rather tables in iron wrought décor and glass top etc. 15. Replenish silverware on the buffet especially when soiled. 16. Guests should be made aware of dishes to guests, “ This is Chicken Sharwama, Mr Cousens, it is grilled chicken marinated in herbs and served with a tomato and onion salad and some garlic sauce”.

Chapter Moment Of Truth

8 8.01

The Bar Lounge Experience SOP - Accessibility

1. The bar is well arranged and neat and clean. 2. The bar counter is not cluttered. 3. Clean ashtrays ( one matchbox per ashtray) 4. Clean and updated drink list / menus on each table. 5. Ashtrays should be emptied and replaced all the time. 6. Signage is clear in elevators and lobby. 7. Tables and chairs are well organised, neatly laid out in an attractive maner. 8. Floor, walls and furniture are free of dust, dirt, debris and marks. 9. Windows are free of marks and finger prints. 10. The bar is well ventilated, not smoky. 11. Lighting is appropriate 12. Music or live entertainment is at suitable volume.

Oriental Hospitality Consultants – OrientalHospitality.com 13. There is no television table, unless it is a Sports Bar 14. Plants, flowers, well maintained, fresh, with no dead or dusty leaves. 15. Menus are clean, new looking with no stains and updated. 16. Candles on the tables are lit. 17. Chinaware, glassware and silver used is clean with no cracks or chips. 18. Side stations are neat, free of dirty equipment, food, glasses or plates. 19. Micros machine / cash register in proper place. 20. Bartender is able to perform showmanship.

Moment Of Truth: 8.02 SOP - Greeting And Seating _____________________________________________________________ 1. Hostess, restaurant manager or other member of staff is available at the entrance in impeccable uniform, ready to welcome guests. 2. All guests are welcomed at the entrance – nearest available person greets immediately. 3. Guests presence should be acknowledged within 1 minute of arrival and seated within 2 minutes of arrival. 4. A minimum of 2 servers are available and one bartender per service period. 5. One server will be available at the bar at all times. 6. Acknowledge guest within 10 sec / 3 metres of entrance. Establish eye contact and smile, “Good morning/afternoon/evening Sir.Madam” 7. If you are busy say ”I will be with you shortly, Sir/Madam” or call a colleague. 8. If the guest is regular, welcome them back and acknowledge, “Would you like your usual seat and drink, Mr. Groom?” 9. Ask for the guest name rather than a room number, use the name of the guest. 10. Assist guests with their personal belongings like coats and bags. 11. Offer a choice of seating.

Oriental Hospitality Consultants – OrientalHospitality.com 12. Guide and escort guests to the table, “ May I escort you to bear, Mr Lambert. 13. Offer newspaper / magazine to solo guests if appropriate 14. Offer drinks menu and offer to take order or leave the list with the guest. 15. Explain any special promotions, specialties and cocktails 16. Offer to explain the different section of the menu. 17. Present drinks / wine list open to the guest. 18. Observe guests / wine list open to the guest. 19. Observe guests and offer a table to meet their individual needs.

Moment Of Truth

8.03

SOP

-

Order Taking And Serving

1. Approach guest with a smile and eye contact. Body language is attentive. 2. Offer opened menu at customer pace. Always make a suggestion from the menu, cocktail of the day, local or in house cocktail. 3. If appropriate offer menu without prices. Beverage orders to be taken within 2 minutes of seating. Observe guest body language and be attentive to their needs and pace. If guest needs more time, say: “ If you need a moment or two, would you prefer me to come back Mr. Jones?” 4. If the guest looks undecided , make appropriate suggestion,” Would you care for an aperitif, Mr. Jones our Barman makes a great Martini?”. 5. Offer drinks not on the list if necessary. 6. Always accept special orders ( check with the barman if necessary) 7. Ask how he takes his drink, with ice for example. 8. Ask open ended questions to establish customers’ exact preferences and needs. 9. Establish guest name and use it at least twice during conversation. 10. Always be familiar with the beverage list and make suggestions. 11. Be sensitive to guest difficulty when ordering wines, offer assistance.

Oriental Hospitality Consultants – OrientalHospitality.com 12. Make suggestions but be neutral to the guest choice. 13. Repeat the order and thank the guest. 14. Staff should know the menu composition and cocktail ingredients so that they can guide the guest in his/her choice if necessary. 15. Drinks should be served within 5 minutes, remembering who ordered them and repeat as you serve them. E.g”Your gin & tonic Mr. Jones without ice. 16. Place coasters at the time of beverage service. All service should be done from trays if served away from the bar counter. 17. Bottled beer should be placed next “Pilsner” glass, and the guest should have the opportunity to pour his/her own beer. 18. All beverage sold by the glass to be poured from the bottle in the presence of the guest. 19. Make regular checks of the bar/lounge to see if customers require assistance. 20. Offer refill immediately when glass is quarter full. 21.Use keen observation skills to identify if & when guests’ need assistance/conversation if appropriate. Moment Of Truth: 8.04 SOP - Clearing/Check And Bill

1. Observe, be attentive to guest signals and respond even to tables that are not in your station. Head always upright, looking around. 2. Change ashtrays after each cigarette, unless guest does not want to be disturbed. 3. Approach guest table when you notice last person has finished his drink. 4. Smile, excuse yourself, offer to clear plates and glasses. “May I clear your table, Mr Jones?” Clear from the right, ladies first. 5. Check satisfaction at least once during the drinks. Check satisfaction while clearing. “How were the drinks Mr. Jones?” If guest is pleased say: “Thank you”. If guest is not pleased, apologise, thank him for bringing it to your attention, exchange the drink if appropriate, and inform, the Bar / Lounge Manager. 6. When clearing, work as quietly and neatly as possible. Move as quickly and efficiently as possible and try not to disturb or obstruct the guest. All clearing should be done from trays. Jones?” 7. When clearing empty glasses offer the guest another drink “Would you care for another cocktail, Mr Jones?” Refill any snacks/ nibbles regularly 8. Clear glasses/ plates from the right, ladies first. 9. On customer’s request, present the check.

Oriental Hospitality Consultants – OrientalHospitality.com 10. Present the check within 2 minutes from the moment it has been requested. Or at the moment of ordering as per some local regulations. 11. Ensure billing procedures are respected. 12. The check must be accurate, clean, no stains or marks. 13. Keep check-up to date during service, all purchase promptly recorded. 14. Check should be properly itemised, exactly reflecting accrual order. 15. Always check breakdown is clear – bill should indicate what is included in the charges E.g tax, cover charge, service charge 16. Check is placed in folder. Folder is clean and in good condition 17. Promotional materials, if included, are clean and updated. 18. Guest comment card is presented with the check. Guest is asked if he enjoyed the meal or drinks. 19. Present the closed folder to guest who requested it with a pen within 2 minutes.” May I present you the check, Mr Jones, would you please sigh here?” 20. Give ample time for the guest to decide without hovering around the table, but stay in the vicinity. 21. Recover check and means of payment if applicable. 22. Thank the guest and process quickly. 23. Ensure that the cashier / bar staff deals with the check promptly and returns the change or credit card copy immediately ( where applicable) 24. Be attentive to body language that indicates desire for bill or not to linger if the guests need more time. 25. Give a copy of the receipt to the guest with the check with the card ( if guest pays by credit ) in a folder” Here’s your card and receipt, Mr Jones, thank you very much.” 26. If guest disputes the bill, say “Please give me a moment to look into this, Mr. Jones.” 27. Do not check the bill in front of the guest. 28. Waive discrepancies within certain limit and as established by the hotel management. 29. Apologise for any real perceived errors.

Oriental Hospitality Consultants – OrientalHospitality.com Moment of truth:

8.05

SOP - Departure

1. Thank the guest by name, remove the bill and process quickly. 2. Help customers leave their tables and pull back their chairs. 3. Smile, thank the guest by name, bid farewell to all members of the party wish them a good evening and hope to see them again “ Thank you Mr Jones have a good evening and hope to see you again soon. 4. If the guest has experienced dissatisfaction, apologise once again and say: “ I’m sorry for the inconvenience caused and hope to see you in the future”. 5. Assist guest in recovering personal items from the cloakroom. 6. Assist guest in recovering ( getting up from the chair, putting on coats ) leading to the door and opening the door of the restaurant / bar. Assist ladies first. 7. Escort guests to the door. 8. All tables should be promptly cleared and reset after the departure of each customer.

Oriental Hospitality Consultants – OrientalHospitality.com Chapter Moment Of Truth

9 9.01

The Room Service Experience SOP - Breakfast & Door Knob/ In Room Dining Menu Presentation

1. Menu should be and presentable ( not dog eared) and updated doorknob in room 2. After every guest departure, housekeeping should check to make sure that the room service breakfast doorknob menu is still clean. Replace if soiled. 3. Provide doorknob menu for breakfast on the pillow at turndown. 4. Additional doorknob menus are available at the front desk/ concierge. 5. Do not ask for a second signature on delivery. 6. Guest contact and front desk staff should make late arrivals aware of the Room Service range and menu location when they register.

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth:

9.02

SOP

-

Order Taking

1. Answer the telephone within 3 rings. 2. Greet the guest, identify yourself and the department, smile on the phone,”Good morning /afternoon evening, Mr Noblet, Room Service how may I help you? 3. Offer help and listen attentively. 4. Always handle guest requirements and contact other departments on guests’ behalf. No guest will be t told to call another department. 5. Know the menu thoroughly including new items or menu changes through daily briefings. Put it up on the notice board. 6. Make suggestions from the menu and offer advice on menu items. Be ready to answer guest questions about menu items. 7. Use appetising descriptions when suggesting the menu. 8. If items are unavailable, inform the guest and offer alternatives. 9. When serving regular guests, inform them of specials that are particularly suited to their personal tastes. 10.Write orders down in full. 11. Repeat orders to confirm accuracy ,”May I repeat your order, Mr Nobblet, You would like an orange juice and a cappuccino, is that right”? 12. Verify name, room number and order, “ Your room number is 666” 13. Inform the guest of the delivering time, Your order will be delivered within 20 minutes, Mr Noblet”. 14. Thank the guest for the order and let him hang up first, “ Thank you Mr Noblet for ordering Room Service. 15. If there is a delay, call the guest back, apologise and inform him of the delay and the new delivery time,” I’m very sorry Mr. Noblet, your order will be delayed by 10 minutes. I apologise for the inconvenience”. 16. Order taker to write down, time order was placed and time delivery was promised. 17. Menu changes and daily specials are known to order takers. 18. Kitchen staff review time schedules in order to prioritise food preparation. 19. Kitchen and delivery staff compare food prepared with the order taken. 20.Order taker to be aware of dishes containing known ingredients that are the cause of allergies, i. e. Nuts, Dairy, shellfish, etc.

Oriental Hospitality Consultants – OrientalHospitality.com 21. Orders to be delivered within the following target time scale:  Continental Breakfast 20 minutes – 15 minutes  American Breakfast 25 minutes - 20 minutes  Lunch 30 minutes – 25 minutes  Dinner 30 minutes - 25 minutes  Late Night 25 minutes - 20 minutes  Snack 15 minutes - 10 minutes

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth:

9.03

SOP

- Order Delivery

1. Check uniform at the beginning of the shift: neat, clean, well pressed, no tears or stains name badge is worn. 2. Check items delivered match those ordered. This should be done by the kitchen and delivery staff. 3. Ensure a flawless presentation: Farewell card and or removal card, linen sufficient equipment provided, arrangement, flowers, etc. 4. Ensure that food is served at the proper temperature, hot food is served hot and cold food is served cold. 5. Single business women travellers, should receive an “eminent delivery”, announcement call a few minutes prior to delivery. 6. Knock on the door using your index finger or ring doorbell once. Clearly identify the service. “ Room service, Wait 15 seconds before knocking or ringing again. 7. Greet the guest warmly with a smile using the name, “ Good morning Mr. Noblet, may I come in?” 8. Ask where they wish you to place the tray or table. Place chair near table if appropriate: “Where would you like me to place your trolley / tray, Mr Noblet” or “ Would you like breakfast in your room or on the balcony, Mr. Noblet?” 9. Offer assistance to pour beverages, draw curtains, remove items from warmer, place napkins on guests’ lap etc. 10. Go through the order and point out that instructions have been carried through, “ May I check your order with you, Mr Noblet: you ordered one continental breakfast with orange juice, lemon tea and some toast. 11. Confirm satisfaction with the guest. 12. If there is wine offer to pour and ask the guest to taste it. 13. Offer to remove any used cups, saucers, trays, cutlery, fruit baskets, etc. 14. Advise the guest of removal methods when food is delivered:”Please call room service when you w would like your tray to be collected. 15. Ask the guest to sign the bill and wish them a pleasant meal: “ Enjoy your breakfast, Mr Noblet”. 16. Do all the above quickly but do not appear to be in a hurry. 17. Ask if there is anything else that the guest requires. 18. Leave the room and shut the door quietly.. 19. Pre-ordered continental breakfast service guarantee must be adhered to. If delayed more than 10 minutes after the target time, order should be rebated in full from guest bill.

Oriental Hospitality Consultants – OrientalHospitality.com 20. If order is delayed, guest should be informed within 20 minutes of placing the order. Offer apologies and indicate new delivery time. Always offer an alternative. 21.If doorknob menu has guest signature no further signature should be asked when delivering breakfast.

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth:

9.04 -

Tray And Tray Collection

1. Food trolleys or trays to be removed promptly. 2. Corridors and landings to be clear of trolleys and trays. Regular checks are to be made, more frequently during high volume periods. 3. If guest call for removal, check their satisfaction, e.g How was the fish Mr. Robinson”? 4. Remove used equipment in the room, such as glasses, plates or old fruit baskets., say: May I take the used glasses, plates or fruit basket, Mr Noblet”? 5. Observe manual handling for lifting and carrying trays. 6. Work as quietly and quickly as possible. 7. Leave the room after wishing the guest a pleasant day, “Thank you Mr. noblet, Have a pleasant day.

Oriental Hospitality Consultants – OrientalHospitality.com CHAPTER: Moment Of Truth:

10 10.01

The Meeting And Conference Experience SOP - Telephone Enquiry

1. Answer calls within 3 rings 2. Smile when picking up the phone. 3. Introduce your department and yourself 4. Offer assistance and listen attentively. 5. Always handle guest requirements and contact department on guests’ behalf. 6. Greet caller by name if possible. If not, identify the customers name and use in conversation. 7. Summarise requirements and propose solutions / action 8. Conference and banqueting executives have updated lists of all booked events and available space. 9. A trace system is used 10. Propose appointment to visit banquet facilities including Sundays. 11. Ensure that staff answering the telephone has up to date product knowledge to enable them to provide quality information.

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth:

10.01

SOP

-

Follw Up A Lead

1. Assign an event team for large conferences. 2. Every client assigned a back up Conference and Banqueting Executive responsible for all arrangements. 3. The customer is informed who will be responsible for their business in the future and is given contact details. 4. Fax or e-mail confirmation of needs to the customer within 12 hours. 5. Be clear about follow up actions. 6. Follow up with thank you for consideration / enquiry letter. 7. In case of telephone call, thank at the end of the call using the customer’s name and let customer’s name and let the customer hang up first. 8. Invite the client to see other customer’s events as appropriate as a means to gather ideas. 9. In case of any changes , action them immediately and copy all departments.

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth:

10.03

SOP

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Close A Deal

1. Discuss with the guest about requirements during the event. 2. Suggest equipment that may be useful like TV, fax, OHP, LCD ect and co-ordinate with the departments concerned. 3. Ask about sign boards required to guide arriving guests. 4. Inform the guest that a meeting in progress board will be posted outside the room at the start of the event. 5. Ask the guest about lunch, dinner and coffee break timings and request the guest to call you a week in advance if there are any changes. 6. Prepare technical support that may be required and include on the event planning work sheet ( function order ). 7. The guest must receive a full written proposal in 48 hours or less. 8. Send a proposal outlining options, prices, and payment and cancellation details personally signed by the Conference and Banqueting Executive within 24 hours. Include a Conference Sales Pack ( if not already given) 9. Follow up telephone call must be made within 2 days of giving / sending these brochures. If the reservation has not been secured at this point , enquire as to close the deal. 10. Ensure that there are dedicated technical staff present for the event. 11. Include lunch, dinner, and coffee break requirements on the event planning order. 12. Discuss handling of messages and faxes as part of the event planning sheet. 13. Message center to have listing of all events, names of attendees, event location, instructions of how to handle calls, fax and messages. 14. Inform organiser at the planning stage if you anticipate any maintenance work or other events that may disturb the event. 15. Ensure that relevant information / changes are communicated to Accounting and appropriate departments.

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth:

10.04

SOP

-

Follow Up A Proposal

1. To be able to get in touch with the Conference and Banqueting Executive / Point of Contact or have all calls returned the same day. 2. To be able, always to speak with someone, who is aware of and knows about my event, should my point of contact be out of office. 3. Assign an event team for large conferences. 4. Every client assigned a back up Conference and Banqueting Executive who is fully briefed on the account. 5. If not present, client has option to leave message or speak with another person. 6. Advise Regional Sales Office to enable local assistance for meeting planner. 7. Check messages every hour. 8. Return calls hourly. 9. Prepare site inspection plan.

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth:

10.05

SOP

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Client Visit To Hotel

1. Welcome customers to the hotel, they are not kept waiting 2. Use active listening 3. Conference and Banqueting team Executive to ascertain Food and Beverage requirements at an early stage including menus, numbers and timings. 4. Make organisers / delegate fell that they are getting a tailor made service – emphasis flexibility. 5. Invite customers to come in and see facilities and discuss for further needs. 6. Probe with open-ended questions to fully explore needs. 7. Offer options as opposed to one solution. 8. Probe for budget limitations. 9. When discussing alternatives be clear on pricing – no surprises. 10. All Conferences and Banqueting Executive to have menu list and pricing available. 11. Guests should be made aware of dishes containing known ingredients that are the cause of allergies. l. e. Nuts, Dairy, Shellfish etc. 12. Conference and Banqueting Executives should be familiar with Food and Beverage Budget, to properly manage the profitability of the event. 13. Request that any changes be communicated at least one week prior to event. 14. Be clear on what level technical support should be required in planning phases. 15. Include technical requirements on event planning worksheet. 16. Discuss handling of messages and faxes as part of event planning and include on event planning worksheet. 17. Ask the guest about signboards, which may be required to guide the delegate of the event. 18. All conference and Banqueting Executives are paired with a Food and Beverage partner. 19. Menu lists and pricing is available. 20. All information ( keys, prices ) etc are available 21. Several options are provided to the client, creative solutions are found. 22. Introduce the customer to catering / technical staff. 23. Invite customer to see other customer events, as appropriate, as a means to gather ideas.

Oriental Hospitality Consultants – OrientalHospitality.com 24. Brief customer on safety / security. 25.” Contractors indemnity form” to be completed where appropriate. 26. Food brought into hotel / venue. Indemnity form to be completed, where appropriate. 27. Always have at least 2 rooms set-up for unexpected viewing in coordination with with housekeeping and front office. 28. Make a follow up call within 3 days of the visit. 29. Thank the client for the visit and assure satisfaction.

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth:

10.06

SOP

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Function Room Settings

1. All facilities are ready at least on hour before agreed time. 2. The banquet / meeting rooms are immaculate and the temperature is pleasant. 3. There is sufficient stock of flip chart paper and writing material are in good working order. 4. All set ups are in compliance with the Banquet Event Order. 5. The dedicated Banquet and Conference Executive meets the Organiser in the venue to check requirements, arrangements and timings. 6. In the event of last minute changes, the customer is informed immediately and an alternative is suggested. 7. Technical support is available and on hand.

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth:

10.07

SOP

-

Event Arrival

1. All events and locations are reviewed as part of daily briefing. All details confirmed, including number of attendees, F&B requirements, billing, etc 2. Conference and Banqueting Executive meets with staff who will be working at the event to go over details prier to event. 3. All details are reviewed one last time 4. Copy of all details is available with staff working for the event.. 5. There is a day in advance to use room ready and VIP treatment is extended to the organiser. 6. Clear signage is put up at the function room, lobby at least 2 hours before the event. 7. All audio–visual equipment is tested and cleaned the day before the event. 8. Preventive maintenance is performed on the equipment. 9. Test slides are provided to pre-focus the equipment. 10. Emergency procedures are made aware to the organiser. 11. The doorman / reception staff greet the organiser with a smile and eye contact. 12. The Conference and Banquet Executive meets the organiser before the start of the event in case of assistance required. 13. The Conference and Banquet Executive is standing at the entrance of the function room. 14. The organiser is escorted to the function room. 15. There is one dedicated staff member present at all times with a pager or communication tool. This person is introduced to the organiser at the start of the event, business card is offered. 16. The organiser is offered a pin, so that staff can recognise him/her. 17. The dedicated staff member follows up with the organiser during the function or during breaks to ensure satisfaction.

Oriental Hospitality Consultants – OrientalHospitality.com Moment Of Truth:

10.08

SOP

-

During The Event

1. All control settings / equipment are shown to the client before the start of the event. 2. Business centre is aware of the event, in case of fax, computer and telephone service is required. 3. Guests are greeted with eye contact and with a smile welcomed. 4. The dedicated staff member checks with the organiser that he is satisfied and that no last minute changes are required. Check that supplies are sufficient. 5. Break and lunch timings are summarised and confirmed with the organiser. 6. The technical staff member is introduced to the organiser and this person is available throughout the function. 7. Meal and breaks are ready on time. Coffee/tea breaks are ready half an hour before the break. 8. Staff are flexible about break times. 9. Standard conference box is provided . 10. “Meeting in Progress” sign is put up, as soon as the event begins. 11. There are adequate staff on hand to service the room. 12. During breaks all supplies are checked and replenished including flip charts and writing material. 13. Ashtrays are cleaned during breaks. 14. The organiser is asked about room temperature during the break and assistance is offered. 15. During lunch break the room is reset within 10 minutes 16. The room is tidy and personal belongings are not touched. 17. Guest’s personal effects or documents are not to be touched including personal notes, flip charts, etc. 18. During breaks organiser or other delegates are looked after: served drinks, remembering what they usually take, in case they are busy. 19. Guests are guided to their lunch venue, in case they are busy. 20. All delegates are acknowledged and greeted by name when possible 21. When asked for assistance, staff member responds quickly with a sense of urgency. 22. Complaints are attended to immediately and guests are apologised to. 23. The staff member shows interest and asks how the event is going.

Oriental Hospitality Consultants – OrientalHospitality.com 24. Individual conversation is made if appropriate. 25. Messages are delivered within 10 minutes of receipt. 26. Message centre has a listing of all events, names of attendees, event location and instructions on handling messages. 27. If organiser requires assistance in organising games, etc, this is provided.

Oriental Hospitality Consultants – OrientalHospitality.com Moment of Truth:

10.09

SOP

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Departure And Follow Up

1. The bill is accurate, itemised and prepared prior to the departure of the guest. 2. All details are reviewed to ensure that they correspond to the proposal confirmed prior to the event. The bill is checked against the event planning worksheet before handing it over to the client. 3. Satisfaction is checked with the organiser 4. Staff are able to handle disputes quickly and politely up to a certain limit. 5. Small disputed amounts are waived without questioning. 6. The client’s preferred method of payment is asked during the event and the necessary arrangements are made. 7. Transportation requirements are asked as part of the event planning and these are tracked. 8. Transportation for the organiser is included as part of the package. 9. The guest is thanked with a smile and called by name, asked what kind of information would be useful in the future. 10. There is always someone present to bid farewell to the presenters and delegates 11. Regular contact is maintained with the guest. 12. The customer is thanked in writing and a gift is sent within 5 days. 13. A room check is made after the event. 14. If there are found articles the Conference and Banquet Executive is informed 15. Company procedure is followed for handling lost and found articles. 16. In the event of a complaint / disagreement, the guest is contacted by telephone within 24 hours and written to within 48 hours. 17. In case of large functions, a post-event meeting is organised with the organiser and a report is issued within a week. 18. A copy of the function sheet is sent to the Regional Sales Office for future business referral 19. Hotel database is updated with all relevant information.

Oriental Hospitality Consultants – OrientalHospitality.com Chapter: 11 Moment Of Truth 11.01 by room service upon request.

Chapter Moment Of Truth

Business SOP - Business Centre Availability

12 The Recreation Experience 12.01 SOP - Interaction With Guest

1. Directions to the recreation areas is clearly displayed throughout the hotel. 2. The reception area is clean and presentable. 3. Receptionists are well groomed, uniforms well pressed, clean and neat, no tears or stains. Name badge is worn. 4. Visible points of contacts / promotion of activities available. 5. Appropriate literature is available. 6. Information must always be updated. 7.Presence at morning and evening pools 8.Circulate pool and beach during the day. 9. Proactive customer contact being informative and suggestive sales technique. 10. If a guest wishes to use a facility that is not available at the hotel, assist the guest with information bookings etc, give the guest a contact name. 11. Acknowledge guest with a smile and eye contact. 12. Offer a warm greeting within 10 sec of entering / 3 metres in sight “ Good morning, Sir / Madam. Say: How may I help you?” or May I take a few minutes of your time to introduce to you our Wide range of recreation activities?” 13. If you are dealing with another guest, acknowledge and say “ I will be with you shortly, Sir/Madam”. 14. Establish guest name and use it at least twice in conversation. 15. Engage in a friendly conversation, if appropriate:” Is this your first visit to the recreation /

Oriental Hospitality Consultants – OrientalHospitality.com water sport centre?” Explain benefits of activities. 16. Keep informed in order to keep the guests informed. 17. Any guest feedback must be communicated regularly to management and other staff members. 18. Always handle guest requirements and contact other departments or outside companies on guest behalf. No guest will be told to call another department. 19. Information is clear and well displayed. 20. The public areas and staff are spotless. 21. Rest rooms / lockers are always clean and well supplied. 22. Waste paper baskets and ashtrays are inspected and emptied at least 8 times a day. 23. Floors are clean and dry and anti slip mats are cleaned and disinfected. 24. Hard surfaces are polished and glass surfaces are impeccable clean. 25. Plants are well maintained and dusted. 26. Furniture is in place and in good condition. 27. Lighting works correctly. 28. Hospitality desks are discreet and elegant. 29. Equipment is cleaned with disinfectant at least once a day.

Oriental Hospitality Consultants – OrientalHospitality.com

Moment Of Truth:

12.02 SOP - Swimming Pool Beach

1. The guest is acknowledged, greeted in warm and friendly manner with a smile: “ Good morning Mr Pirie, how are you?” and assisted with seating arrangements. 2. Staff regularly circulate around the area to observe guests requirements. 3. Life guard is visible present. There is appropriate supervision at all times in accordance With local regulations. 4. Guests are addressed by name. 5. Hotel guests have priority access to the pool. 6. The pool / beach is attended to 30 minutes before opening and until the last person has left. 7. Signs are posted when chemical cleaning is in process. Pool timings are also displayed. 8. Cleaning, water treatment, analysis for the pool is performed twice a day. 9. Safety regulations and equipment are maintained at all times. 10. All equipment is in good working order and available at all times. 11. Rules and regulations are posted in all areas. 12. Ensure that floors are dry and clean. 13. The pool deck and beach is cleaned in the morning and evening. 14. Free plastic bottled drinking water and / acrylic tumblers are provided. 15.Wet towel basket is emptied regularly. 16. Fresh towels are clearly available.

Oriental Hospitality Consultants – OrientalHospitality.com

Moment Of Truth:

12.03

SOP

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Health & Fitness

1. The guest is acknowledged, greeted in a warm and friendly manner with a smile and assisted “Good morning, Mr Robinson, how are you?” 2. Upon first visit, the guest is provided with a full visit of the gym, including changing facilities. 3. Staff are visible and give assistance with machines. 4. Guests are addressed by name. Engage in friendly conversation if appropriate. 5. Staff offer to assess guest fitness ability and retain personal preferences as appropriate. 6. Safety regulations and equipment are maintained to maximise guest comfort and minimise health risks. Staff are to ensure guest safety when using facilities or equipment. Offer help. 7. Rules and regulations are posted in all areas reflecting local laws, hotel regal requirements, protecting members, guests and hotel. 8.Guests are given a hand towel, free drinking water , Fresh water and cups are always available. 9. Sauna / bath users are given a sauna or hand towel, a large towel for after the bath and a bathrobe or cotton gown. 10. Wet areas are sanitised / disinfected at least once a week. 11. Racquet sport players are provided with a hand towel and a large bath towel for after bath/shower. 12. Wet towel basket is emptied regularly. 13. Fresh towels are clearly available. 14. All equipment is in good working order and available at all times. All equipment is cleaned with disinfectant at least once a day.

Oriental Hospitality Consultants – OrientalHospitality.com 15. There is a calm and peaceful environment ( control noise, children, etc.) 16. Ensure that quality music is broadcasted.

Moment Of Truth:

12.04

SOP

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Booking Of Activities

1. If booking is done by telephone, answer the phone within 3 rings. 2. Greet the guest warmly, “Good morning / afternoon / evening, Recreation, Edgar speaking, how may I help you?” 3. Call the guest by name if you know it and use it at least twice during the conversation. 4. Ask for what time the guest would like to use a facility and check for availability: “At what time would you like to make your reservation, Mr Noblet, one moment please, I’ll check. 5. Inform the guest of the booking availability and offer an alternative if not available: “I’m sorry , Mr Noblet, but the time you have requested is not available, may I offer you at another time instead?” 6. Ask the guest for his room number or membership card number: May I have your membership card number please, Mr. Noblet?” 7. Repeat the details of the reservation to confirm: Your reservation for the tennis court is for this afternoon from 15.00 to 18.00.” 8. Engage in friendly conversation, if appropriate: Is this your first visit to the recreation / water sports centre?” Explain benefits of activity. 9. Registration completion should be done in a maximum of 5 minutes. 10. Direct guests to location and introduce him/ her to the person who will assist him / her with his her activity. “Freddy will assist you “(Followed by...) 11. Escort guest to location / activity, showing all other facilities on the way and at / in the centre /area. 12. Thank the guest and wish him a pleasant day / evening “Thank you, Mr Noble, see you this aftern afternoon. 13. Keep yourself informed in order to keep the guest informed.

Oriental Hospitality Consultants – OrientalHospitality.com 14. Always handle guest requirements and contact other departments or outside companies on guests’ behalf. No guest will be told to call another departments

CHAPTER: Moment Of Truth

13 13.01

The Communication Experience SOP - Communication Signage

1. Ensure that the hotel sign is visible, clear of obstructions and in good condition ( not broken or chipped, but clean) 2. Ensure that the hotel sign is well lit at nightfall. 3. Signs to indicate all restaurants, ballrooms, floors and recreation areas must be clear and in good condition. 4. On the floors all room numbers must be clearly indicated and in good condition. 5. All functions at the hotel must be indicated on the appropriate signboard, unless the guest, requests that this should not be done. 6. Signs must be in English and local language. 7. All signs must be spelled correctly. 8. Signs must be put up 2 hours before the start of the function. 9. Flags outside the hotel must be checked daily and changed if stains / tears or not clean. 10. All the staff members to report any defects-error for immediate repair. 11. Signs with “dog ears” not proper and displayed by means or cello tape etc. are not permitted and thump tags are only allowed when used properly on notice boards. 12. Risk assessment should identify “Safe System” of work in changing flags. 13. Telephone messages must be written down in duplicate on a quality pre-printed dedicated message form 14. Message of a distressing nature or an emergency, e.g death or hospitalization, should be handled by t the Duty Manager, as the situation requires.

Oriental Hospitality Consultants – OrientalHospitality.com

Moment Of Truth:

14.02

SOP

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Communication Message & Fax

1.Answer the telephone with a smile in your voice. 2. Repeat the message to the caller to confirm all the details. 3. Repeat the name of the guest including the spelling to ensure that it is right. Guest properly / names / correspondence should be handled with discretion. 4. Telephone messages must be written down on the message form. 5. The writing on the message form is neat and in block letters. There must be no spelling errors. 6. The time, date, that the message must be was taken is indicated. Staff initials must be clear. 7. The message is placed in closed envelope that has the surname and room number of the guest on the cover. 8. Message is hand delivered to the guest room within 20 minutes of receipt ( if not announced by TV or similar device ). Messages that are urgent are hand delivered to the guest room within 5 minutes of receipt. Guests who advised their location are paged. 9. If no reply from the guest room, slide the message under the door or place in an area in the room ( side table) The message is never left sticking out of the door of the guest room. 10. Guest property / names / correspondence should be handled with discretion. 11. Log the details of the message in a log book or in the in-house computer system. 12. All messages for arriving guests that have not yet checked in are kept with registration card and given to the guest upon arrival at the hotel. 13. Messages that arrive between 10 pm. And 7 am are placed in an envelope and put under the floor of the guest room. 14. Telephone caller is requested to leave a message on the voice mail and transferred accordingly. 15. The message light in the room is turned on, or alternatively the TV message service is used.

Oriental Hospitality Consultants – OrientalHospitality.com 16. The guest name / room number is checked for accuracy before delivery. 17. Parcels, flowers and other items should be delivered to the guest room and placed on the desk as per local security recommendations and the number of pieces verified. 18. Messages of a distressing nature or emergency messages are handled by the Duty Manager. 19. In case of distressing message: Duty manager calls the room and informs the guest that the is an important message for him. The message is delivered personally to the guest. Management follows up with a courtesy call to enquire whether or not assistance is needed. If the message was received between 10 pm and 7 am the follow up call is made next morning.

Moment Of Truth:

14.03

SOP

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Communication Paging

1. When a request to page a guest is made, advise the caller, to hold while the paging is taking place. 2. Repeat the name of the guest to confirm the spelling. 3. Use a quality paging board. 4. Write the surname of the being paged neatly, in block letters. 5. The paging board is held up so that it is a clear view to all guests. 6. If appropriate, ring the bell discreetly to alert guests. 7. Paging must cover all lobby areas, including the lobby bar and entrance of the restaurant ( not main area of the restaurant ) 8. When the guest is located, inform him/her that he has a call or message:” Excuse me Mr Motet you have a telephone call. Would you like to take it here or would you like me to have it transferred to the house phone?” 9. Inform the caller through the telephone operator. 10. For emergency or distressing messages the hotel manager should contact the guest when located and deliver the message discreetly. 11. In the case of a distressing message the hotel manager should offer assistance 12. Outdoor paging for pool, beach, garden, terrace etc, must be handled by the operating services in the same manner. 13. If the message is of a distressing nature or an emergency e.g. death or hospitalisation, the Duty Manager should be called to handle the message delivery as the situation requires.

Oriental Hospitality Consultants – OrientalHospitality.com

Moment Of Truth:

14.04

SOP

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Communication Voice Mail

1. All voice mail instructions in English and local language are clearly explained and near the telephone. 2. Instructions on how to use the voice mail are clearly explained to all guests upon arrival. 3. The voice mail message is clear and a pleasant voice is used. 4. Telephone callers are always offered an option of leafing a message on the voice or text message. 5. Ensure that voice mail messages are deleted at check out. 6. Voice mail facility should be available to all guests. 7. All voice mail announcement facilities (prompts) should be recorded with hotel standard text. Recorded announcements (prompts) should be clear and with a pleasant voice. 8. Different announcement (prompts) for messages left through one of the hotel administration extensions and external callers to guests’ room. E.g. administrator calls to be announced: “ You have X administration message, and X personal message (recommended ) 9. Instructions on how to use the voice mail should be clearly explained to all guests upon arrival and available in the room telephone/directory section.

Oriental Hospitality Consultants – OrientalHospitality.com

Moment Of Truth:

14.05

SOP

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Communication Switchboard

1. Switchboard is open 24 hours 2. The telephone is answered within 3 rings 3. External calls are answered with a smile: “ ........Resort , Good morning/afternoon/evening how may I direct your call.?” 4. Internal calls are answered with a smile using the guests’ name: “ Good morning / afternoon evening, may I help you. 5. Even when busy, all calls are answered in person before the caller is put on hold ( except where automated switchboard is in use) 6. Ask the caller’s permission to put him on hold before doing so. 7. Telephone operators are always willing to help. 8. Telephone operators take responsibility and avoid transferring the guest unnecessarily. It is necessary to transfer the guest to another department, the operator first explains the guest’s Request to the department concerned. 9. Guests are not hurried when on the telephone. 10. If the caller asks to speak to a guest, ask for the name to be spelled and check the room number to ensure that the guest is registered at the hotel. 11. Inform the caller that you are transferring the call to the guest room, “ Please hold on, I am transferring your call to Mr Motet’s room.” 12. If an extension remains busy after 5 rings, offer voice mail or to leave a message, “ “ I’m sorry but the line is busy, Would you like to hold on or leave a message with me or on the voice mail?” 13. If the caller wishes to hold on, check back with him every 20 seconds.

Oriental Hospitality Consultants – OrientalHospitality.com 14. Telephone operators are familiar with hotel departments, services and extentions and the telephone system. 15. Telephone operators are familiar with city information, emergency numbers 16. The quality of the on-hold music is checked regularly.

Moment of Truth:

14.06

SOP

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Wake Up Calls

1. Request for a wake-up call is taken pleasantly, the name of the guests, room number and time are repeated to confirm with the guest. 2. The guest is thanked by name and wished good evening or good night as possible. 3. A wake-up call form should be filled in for each guest’s request received by other services, and given to the telephone operator. 4. The wake-up call is programmed in the computes or registered in the wake-up call list for the night operator. 5. The alarm clock is set for the wake-up call. 6. Automatic wake-up calls are used only during high business levels. At this time, VIP’s guest should still receive a personal wake-up call. 7. Wake-up calls are made no later than 5 minutes before the requested time. 8. Wake-up calls should be made with warm and friendly manner. 9. A standard script should be used, including guest name and time E.g. “Good morning, Mr Savage, this is your 7 am wake-up call...” If time allows and for all VIP’s additional prompt should be added:” Would you like to order some coffee / breakfast? The weather is foggy. Have a pleasant day”. 10. A second call is given a few minutes later to ensure that the guest is awake particularly to guests’ that sound sleepy. 11. If there is no response from the room, the operator informs the bellboy to check the room, if it is double locked, the Security / Night or Duty Managers are informed.

Oriental Hospitality Consultants – OrientalHospitality.com

Moment Of Truth:

14.07

SOP

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Guest Receiving Visitors

1. If a registered guest receives a visitor, ask for the name of the visitor, time of appointment company and for the name of the guest. 2. Check for the name of the guest in the computer to verify that he is registered in the hotel. 3. Call the guest in the room and inform him about the visitor. 4. Offer to connect the visitor to the guest by telephone or direct him to the house phone where he can be connected to the guest room. 5. If the guest is not in the room, record the visit on the message system and inform the guest later. 6. No visitor should be issued with a room key, unless resident guest has left written instructions in person or has left a key behind. 7. No instructions received through an incoming outside call should be accepted , even from the guest himself. 8. Hotel employee should always announce visitor personally to guest. 9. Any visitor to a room should be recorded at reception. Health and safety laws require all persons staying in a room to be reported at reception, in case of fire or other emergency. 10. Unregistered visitors, or individuals who fail or refuse to identify themselves, should be politely asked to leave the hotel and security to be informed and and to assist.

Oriental Hospitality Consultants – OrientalHospitality.com