youblisher.com 501598 fo sop

8/21/2019 Youblisher.com 501598 FO SOP

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1 Prepare by: Agustinus Agus Purwanto, SE MM General Manager

STANDARD OPERATING PROCEDURES

POLICY NO. SUBJECT

FO-DM-001 Duty Check List

FO-DM-002 Bomb Threat

FO-DM-003 Car Accident

FO-DM-004 VIP Check in

FO-DM-005 Accident Guest

FO-DM-006 Guest Complaints and Disputes

FO-DM-007 Request for Doctor/ Hospitalization

FO-DM-008 Fights

FO-DM-009 Fire

FO-DM-022 Lost & Found

FO-DM-024 Safety Box

FO-DM-028 Incoming Faxes/ Email at night time

FO-DM-030 Valuables

FO-DM-031 Guest Birthday

FO-BC-002 Incoming faxes

FO-BC-005 Meeting Room Rental

FO-BC-006 Outgoing Fax

FO-BC-007 DHL / EMS/Courier Services DHL

FO-CON-002 Baggage Service for Arrivals


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FO-CON-003 Baggage Service for Departure

FO-CON-004 Baggage Service for group Arrivals

FO-CON-005 Baggage Serviceforg roup Departure

FO-CON-006 Baggage Storage

FO-CON-007 Brochures, Maps and Directions

FO-CON-008 Flags

FO-CON-009 All Incoming Items

FO-CON-010 Newspapers

FO-CON-011 Outgoing Items

FO-CON-013 Rooming Guest

FO-CON-014 Shuttle Bus

FO-CON-015 Outdated mail, faxes and parcels

FO-CON-016 Paging Service

FO-CON-017 postal express service

FO-CON-018 Taxi booking and arrangement

FO-CON-019 Trolley

FO-CON-020 Umbrella

FO-CON-AR-001 Airport send off

FO-CON-AR-002 Airport Pick Up

FO-CON-AR-003 Airport Lost Luggage


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FO-CON-AR-004 VIP Arrive-Limousine

FO-CON-AR-005 VIP Arrive-( By Taxi )

FO-CON-AR-006 Mobile Phone

FO-CON-DRICER-001 House Use/ Complimentary Vehicle

FO-CON-DRIVER-002 Limousine Availability

FO-CON-DRIVER-003 Limousine Cleaning & Maintenance

FO-CON-DRIVER-004 Mileage/ Petrol Control

FO-CON-DRIVER-005 Limousine Request

FO-CON-DRIVER-006 The Responsibility of Driver

FO-EF-007 Guest Preference

FO-EF-008 Executive Floor Check In

FO-EF-009 Hosting

FO-FD-010 Computer Down

FO-FD-011 Foreign Currency Exchange

FO-FD-016 Internal Trace Report

FO-FD-017 Key Control

FO-FD-018 Lost & Found at Check In

FO-EFM-012 VIP Check In

FO-EFM-016 Alleged Theft

FO-EFM-017 Guest Complaints and Disputes

FO-EFM-018 Complimentary / House Use


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FO-EFM-020 Request for Doc tor / Hospitalization

FO-EFM-023 Lost and Found

FO-EFM-024 Safety Deposit Boxes Key Inventory

FO-EFM-025 Safety Box

FO-EFM-027 Valuables

FO-EFM-028 In-House Clinic

FO-EFM-029 Guest Birthday

FO-EFM-030 Guest J oin-In Authorization

FO-EFM-031 Guest Comments

FO-EFM-032 Booking at other Hotel

FO-EFM-033 Hotel Events

FO-TEL-001 Telephone ControlDDD/IDD

FO-TEL-002 Call Accounting System

FO-TEL-003 Call Barringand Unbarring

FO-TEL-004 Do Not Disturb Feature

FO-TEL-005 Guest Locator Feature

FO-TEL-006 Incoming Calls

FO-TEL-007 Operator Assisted Calls

FO-TEL-008 PABX AdcomFax System

FO-TEL-009 PABX AdcomMail System


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FO-TEL-010 Public Address Paging System

FO-TEL-011 Wake up Call

FO-TEL-012 Personal calls

FO-001 Baggage Service

FO-002 Business Center Service

FO-003 Engineering Service

FO-004 Handling Guest Complaints

FO-005 Handling Incoming Calls

FO-006 Housekeeping Service

FO-007 Room Service-Incoming Call

FO-008 In-Room Dining Order

FO-009 Runner Service


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Front Office Terms to Know

A.H.&M.A. American Hotel and Motel Assoc iation.

Accommodate A promise of a room for a guest if not in that hotel,

then a commitment to find a room elsewhere.

Adjoining RoomsTwo or more rooms side by side without a connecting

door between them. In other words, rooms can be adjoining

without being connecting.

Adjust/AdjustmentA correction of an error that occurred on a previous day.

Advance DepositPrepayment of room charges.

Average Daily RateThe average of rates charged for guest rooms during

one day of business. Method of computation:

ADR= Total guest room revenue divided by number

of rooms sold.

Bank Funds issued to cashier for handling guest transactions

which must be balanced at the beginning of eac h shift.

Block A group of rooms held at the request of Sales or Catering.

Blocked RoomRoom numbers assigned in advance of arrival on the

same day of arrival.

Booking Agreement Reference material for a number of reservations made

under a company or group.

BucketTray used for filing guest folios by room number at Front Desk.

Bucket Check When you compare the room board with the bucket.

Budget Check AM & PM comparison of guest bucket folios with room


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rac k to verify accuracy of account.

Catch the SpiritCatch the training spirit with our Catch the Spirit

Phase I education program. The program includes a

three-part video training series, fac ilitators guide and

certification program through Plaza Royale International, Inc.,

prepared for Front Desk, Housekeeping and Maintenance

employees.

Catch the Spirit Phase II, will continue the educational tools

that support line-level staff. The focus this year is on the Front

Office Professional and Lobby Retailing.

The Front Office video based training program is geared

toward front desk etiquette, multi-tasking, handling guest

complaints and sales techniques. The Virtual Lobby video will

highlight the ways to merchandise your lobby to successfully

sell all property features and Amenities.

Check-ln Hotel day starts at 6:00 a.m.; however, occupancy of rooms by

arriving guests may not be possible until after the establishedcheck-out time (usually 1:00 p.m.).

Check-Out (verb) To vacate a hotel room, (taking luggage), turn in key and

pay bill; (noun, hyphenated) a room that a guest has officially

vacated. Check-out time is usually 1:00 p.m.

Comforts of Home Every Plaza Royale guest will get all the little extras

to make their stay even more comfortable: in-room

coffee-maker, DM/FM alarm clock radio, weekday

newspaper. And at participating locations, they will enjoy free

local phone calls and no long distance access charges. J ust

one more way to add more value to your guests stay.


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City LedgerFront account turn to back account

Closed DatesDates on which nothing can be rented because of a full-house.

Commercial Rate Rate agreed upon by company and hotel for all individual

room reservations.

Commission PaymentPercentage of room rate paid to travel agencies for their

hotel bookings.

Complimentary Room, Comp A room free of charge.

ConfirmationA written notice to guest in advance of arrival that room has been

reserved.

Connecting RoomsAdjacent rooms with a connecting door in between.

ConventionAn assembly of assoc iation attendees or employees of companies

gathering for a common purpose, usually including meetings,

banquets, and room accommodations.

Corporate Rate Guaranteed not more than room rates extended to a majorcompany using hotel often.

Day Rate Renting room for part of hotel day, normally 9 a.m.-6 p.m. Rate is 50%

of double rate for that room.

DepositsA monetary payment to hotel by guest in advance of arrival to assure

room will be held.

Desk Information Book Contains information which needs to be used for

reference.

Direct BillAn account which has been approved by the manager and to which

we will send a bill after check-out. The folio must be signed by the

guest at check-out.


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Discount RatesUsually refers to a 50% discount extended to travel agents and

airline employees (some units may include a discount togovernment employees and others on a per diem basis).

Double A room to be occupied by two people.

Double Double Room A room with two double beds.

Efficiency An accommodation containing some type of kitchen facility.

Flag A colored plastic chip placed in the room rack to designate the status of

the room check-out, recent check-in, etc.

Flat RateSpecific room rate for group, agreed upon by hotel and group in

advance.

Folio Used to record the details of all business transacted between the hotel

and guest during the guests stay.

ForecastAssuming future occupancy of the hotel and final availability status.

Front DeskArea where guest checks into hotel, where keys are kept, where mail

is distributed and from which information is dispensed.

Front Office Area where information regarding guests is kept; also

Assistant - Managers office.

Front Office CashierPerson who adds up all charges made to a room and

Collects money upon departure guests who occupied it.

Front Office AgentPerson who helps guests check- in and keeps track of rooms

available.

Front of the House Entire public area.

Full Comp No charges made for room, meals taken in hotel,

telephone , valet or any items.


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General Clean Indicates thorough cleaning of guest room and bath; done on a

periodic basis.Group CodeType group name on folio under rate information.

Group Reservation A specified minimum number of reservations of rooms

handled by the sales department.

Guarantee Figure given by function planner to hotel, at least 24 hours prior to

function, stating number of persons to be served. Most hotels are

prepared to serve at least 5% over the guaranteed figure. Payment

is made on a basis of the guaranteed number of covers or total

number served, whichever is greater.

Guaranteed No-Show (GTD-NS)

Guaranteed Reservation (GTD) Assuming guest does not arrive and cancel the

reservation on time, so should be pay the room charge by company, travel

agent and person and meanwhile offer their companys credit card.

Guest Charge Anything put on guests bill purchases, room service, telephone,

valet, etc.

Guest Folio See folio.

Held Luggage Guests property held in lieu of payment for accommodations

High Balance ReportPrepared for night audit report to notify Front Office

Manage.

Hold for Arrival Mail and packages, etc. arriving prior to arrival of guest. Hold

for Arrival is noted on article.

Hold for Arrival

Home Office RoomsEach Home Office room is outfitted with a large, well-lit

work desk with telephone, with computer dataport, so

your guests can work comfortably and effectively at every

Plaza Royale location.


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HospitalityA room used for entertaining (cocktail party, etc.)

Usually a function room or parlor.

Hospitality SuiteA parlor with connec ting bedroom(s) to be used for

entertaining.

Housekeeping ReportsReports turned in to Front Desk by Housekeeping late in

afternoon and used to verify that Housekeeping and

Front Desk show same status on all rooms inventory.

House CountHow many rooms have been sold for that night.

Information Rack Revolving rack at PBX with all guest information slips filed

alphabetically.

Inspected Room has been thoroughly checked by an inspectress, supervisor or

housekeeper.

Junior Suite A large room with a partition separating the bedroom furnishings

from the sitting area.

Kids Go Plaza Royale At Plaza Royale, kids always stay free and get free Fun

Packs. And because we care about families, we have teamed

up with Scholastic, combining the best of travel, entertainment

and education.

KingLargest size bed available from manufacturers; may be 80" by 80" or 72" by

72"; may be formed by putting two twin mattresses crosswise on twin box

springs.

Log Book Daily diary where special instructions are noted for follow up and/or

documentation.

MAP (Modified DMerican Plan) Rate includes breakfast, dinner and room.

M.l.P. Most Important Person.


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MTDMonth to date-these are the accounting totals showing the revenues and

expenditures for a specific month as of a specific date.

Make Up Change linen on beds, clean room and bathroom, while guest is

registered in room.

Manager on Duty (M.O.D.) Assumes full responsibility for the hotel in the absence

of the General Manager.

Master BucketContains internal and master folios.

Night Auditor Person who balances hotel ac counts and posts all guest charges

on bills.

No ShowA confirmed reservation which has not been claimed by the customer.

Occupancy Number of rooms actually in use.

OpenThe availability of guest rooms for sale.

OperationFunctioning of a hotel, especially activities, dealing directly withserving guests.

Out of Order Rooms Rooms that cannot be occupied by guest due to

physical reason like painting defective plumbing, etc.

Oversold Reservations have been accepted beyond a hotels capac ity to

provide rooms.

Package ToursSpecial package prepared by tour operators including

rooming, sightseeing, dining, etc.

ParlorA sitting room which may or may not have sleeping ac commodations.

PlantThe entire hotel operation.

Pre-block Assigning a spec ific room or suite number prior to actual arrival date

of guest.

Pre-Registered Guests registered and room number assigned prior to arrival.Guest needs only to sign.


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PropertyA hotels building, land and all facilities connec ted with it.

Queen A room with a queen sized bed.

Rack Rate Maximum room selling prices as established by management.

RebatePart or all of rental refunded to guest.

RegisterThe guest check-in procedure.

Relocate or Walk Guest accommodated at another property because hotel

was unable to offer his request.

ReservationAdvance request for a hotel room.

Reservation Card Special reservation request form printed for spec ific

conventions.

Rollawa Portable bed, usually twin or double size.

Roll In Put rollaway bed in guest room.

Roll OutTake rollaway bed out of guest room.

Room Changes Guest changing from one room to another.

Room BoardA piece of Front Office equipment representing the guest rooms in

the form of metal pockets in which colors and symbols identify the

accommodations.

RoomingEscorting guest to assigned room.

Rooming ListList of names participating in a group reservation block.

Room Revenue ReportReport made out by 3-11 agents showing revenue

received for each room number, number of occupants in

room.

Rooms StatusAvailability of guest rooms for sale, i.e. ready, check out etc.


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Run of the House RateAn agreed upon rate generally priced at an average

figure between minimum and maximum for group orcorporate accommodations.

Security Department who responsible for protecting the hotel staff and guests

personal and property safety.

Selling UpMaking an effort to sell the better, higher rated room.

Sell Out/Sold OutAll available rooms reserved or occupied on a specific date.

Sell Through Accepting reservations for multiple nights through sold out dates to

increase occupancy on open dates.

Share (or Share With)A guest who joins with another guest already oc cupying a

room at a hotel (non-family).

SingleRoom to be occupied by one person.

Skips Guest leaving hotel without paying the bill.

Sleepers Rooms not physically occupied (possibly skips) and not discovered by

Front Desk , therefore, room not rented due to account still being

active.

Sleep-OutA room in which the guest did not sleep in bed.

StudioA room with one double bed and a couch.

SuiteA large room with a sitting area and sleeping area which can be c losed

off with a door

SuperMilesThe SuperMiles program lets your guests earn free hotel stays, car

rental awards and airline mileage vouchers for travel on

Continental, TWA and Canadian Airlines. The more they stay at The

Rich Prada, the greater their rewards.

Tidy-UpTo straighten and clean a room after guests departure when full

service has been given earlier.


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Tourist/Economy Commercial-type hotel (usually without private bath.)

Turn DownEvening service-removing bedspread and turning down bed,

straightening room and replenishing used supplies and linen.

TwinA room with two twin beds.

V.l.P.A guest, who for a variety of reasons has been designated by

management to receive special treatment. Usually pre-registered and

should be escorted to room by a management representative.

Vacant and Ready A room that is unoccupied, cleaned and ready for renting.

Walk the GuestA guest who has reservations, but cannot be accommodated

is taken (gratis) to another hotel where rooms have been

procured and paid for by walking.

Walk In Person(s) requesting accommodations for that night who has no

reservation.

Walk OutWhen a guest leaves hotel without paying his bill.


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Subject : Bomb Threat Effective Date :

Policy No : FO-DM-002 Issued by : FOM

Page : 1 of 3 Approved by :General Manage

Distribution : Executive Committee Department Head A&B

: All Associates

Objectives

To minimize alarum among the guests and employees of the hotel.

To safeguard the lives of both guests and employees through proper

evacuation if necessary.

To eliminate any form of negative publicity to the hotel.

Policy

It is the hotels policy to establish a well coordinated, serious and safety

response to a bomb threat in liaison of the police and expert team.

Procedures

1. Usually a Bomb Threat comes in the form of a telephone call or by way of a

letter, a written message and mail parcel.

2. Anyone who receives a threatening call will try to establish maximum

information from the caller and complete the prescribed Bomb Threat Form.

Signal another telephone operator or nearby security officer to set trace on

the line. Afterwards the Security Department should be informed

immediately.

3. If the mail attendant or sec retary receives a letter or parcel, which is

suspected to be a bomb or other incendiary device, the letter or the parcel

should not be touched. Immediately inform the Security Manager.


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Page : 2 of 3 Approved by :General Manager


: All Associates

4. Bomb Search

A search for the bomb will be conducted if the time of detonation given is

more than 30minutes.

With the approval of the General Manager and Security Manager, Police

and authority will be contac ted to carry out bomb search.

5. Evacuation

An immediate evacuation will be carried out if the time of detonation is less

than 30 minutes with the approval of The General Manager and Security

Manager.

Police and authority will be contacted to assist in the crisis management.

6. Action to be taken

Contact all Department Heads / Supervisors to mobile all available staff to

check their work place for any suspicious parcel or object.

Do not touch anything that is strange and suspicious.

Inform the Security Manager if anything suspicious found.

7. For the safety of the guest, employees and hotel property, all employees

has to remain calm and coordinate well with the command center for any

necessary action to be taken according to the instructions of the police

and bomb expert.

8. No one should act on his instinct, which will expose the safety of the entire

team to the bomb threat during the crisis.


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Page : 3 of 3 Approved by :General Manage


: All Associates

THE RICH PRADA BALIBOMB THREAT FORM

BOMB INFORMATION

Location in the hotel: ____________________________________________

Time the bomb explodes: ____________________________________________

How to recognize the bomb: ________________________________________

What type of bomb : _____________________________________________

CALLER DESCRIPTION

Sex : _______________ Age range : ________________________Nationality : __________________________________________________________

Type of accent : __________________________________________________________

Talking speed : __________________________________________________________

Other characteristics: _____________________________________________________

Reason for placing the bomb: _____________________________________________

Part of political organization: ______________________________________________________

OTHER

Time of the call : ___________________________________________________________

Duration of the call : _________min.

Call taken by: _______________ Call witnessed by__________________________

Telephone number traced: ________________________________________________

REMARKS

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

CC:


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Subject : Car Acc ident Effective Date :




: All Assoc iates

Objectives

To ensure that the whole process is handled efficiently in the best interest of

both car owner and management.

Policy Statement

It is the hotels policy that all car accidents on the hotel premises are handled

efficiently in the interest of both car owner and management.

Procedures

1. Inform the Security Department

2. If the accident occurred in front of the hotel, the cars have to be moved to

lower EFMund as soon as possible.

3. The discussion to resolve the matter has to proceed in a discrete manner,

not to arouse any public attention or crowd.

4.

Non-related hotel staff to resume their duty and are not allowed to be

involved in the discussion.

5. Polaroid picture is to be taken of the damaged vehicle as well as the object

damaged by the car.

6. Arrange the damaged vehicle to a reliable car workshop for repair.


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Subject : Car Acc ident Effective Date :




: All Assoc iates

Remarks

Following information is required for insurance:

Guest name

Copy of passport or ID

Guest driving license

Contact and phone number

Vehicle number

Copy of car registration and insurance policy

Brief of the accident occurred.

Damage and estimated c ost

Hotel employee involved

Copy of the identification card of employee involved

Copy of the driving license of employee involved


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Subject : VIP Check in Effective Date :




: All Associates

Objective

To provide VIP service for all VIP guests

Policy Statement

It is the policy of the hotel that every VIP is warmly greeted by the DM and

the concerned Department Heads upon arrival as soon as the VIP gets out

of the car.

Procedures

1. Make sure the room is thoroughly checked, in a perfect condition and VIP

Amenities and welcome letter are in the room The VIP2 room needs to be

blocked on the same day and the VIP1 room needs to be blocked one day

prior to arrival.

2. Prepare the registration card as complete as possible as well as a typed key

card holder and key (make sure the key is tested).

3. Put all in a check in folio, together with a pen and the HFA (Hold For Arrival)

messages and faxes.


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: All Associates

4.Coordinate with the Hotel Representative and inform the managers 15

minutes before the VIP is due to arrive.

5.Have the Check In Folio ready, together with the HFA messages and faxes

and wait for the VIP at the entrance of the hotel outside.

Greet the guest by name and welcome him to The Rich Prada Bali

( Hotel Name )

6. Wait till formal greetings from management are finished and inform the

guest that he has the privilege to check-in in the privacy of his own room. If

the guest hesitates, suggest the Lounge of the Executive Floor (for ExecutiveFloor guests only) or either the EF desk or the Front Desk.

7.Confirm the number of luggage with the guest and make sure the Bellboy

gives priority to the VIP luggage.

8.Show the guest the way to the elevator and introduce some of the hotel

facilities.

9.Open the door for the guest, switch on the light and hold the door for the

guest.

10. Check with the guest if the room is at his satisfac tion, offer the guest a seat

at the desk and request for his signature on the Registration Card politely.


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: All Associates

At the same time the Executive Floor Agent offers the welcome tea.

11. Offer the VIP a cup of tea and ask the guest for his credit card number.

Also inquire if the guest is a Plaza Royale Reward Member, and if they need

the flight reconfirmed, or a limousine to be arranged.

12. Hand over the HFA messages and faxes and inquire if you can be of

further assistance.

13. Wish the guest a pleasant stay and open the door for the Bellboy for the

luggage.

14. Return the Registration Card to the Front Desk and ensure that it is

checked into the system correctly.

.


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Subject : Accident Guest Effective Date :


Page : 1 of 3 Approved by : General Manager


: All Associates

Objectives

To ensure that the injured guest is being treated with medical attention

immediately.

The life of the injured guest is safeguarded through prompt action.

Policy Statement

It is the hotel policy to ensure that any accident involving a guest is handled

promptly to safeguard his live.

Procedures

1. Once an accident occurs, the Security Manager or in his absence the

Security Assistant Manager is informed immediately as well as the Lobby

Assistant Manager.

2. First aid to be applied immediately with the readily provided First aid box

and equipment.

3. Arrange to send the injured to the nearest clinic or hospital for treatment

per hotel car decided by the Lobby Assistant Manager.

4. If the guest is in a severe condition, do not remove the guest at all,

administer emergency treatment if possible, and arrange an Ambulance.

5. Get ready the service lift for the Ambulance and medical crew so that

prompt action can be taken.


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: All Associates

6. The injured is brought down through areas that are at the back of the house

to avoid guest contac t.

7.

A team member of the Sec urity Department should be summoned to escort

the injured to the hospital, to assist the injured.

8. General Manager, Executive Assistant Manager and Security Manager has

to be informed immediately.

9. Contain the spread of the news of the accident by ensuring the teDM

member involved maintain confidentiality.

10.

If the accident occurred in a guestroom, security team member is to bepositioned to prevent unauthorized persons from entering.

Security is to ensure that the DMbulance is directed to the loading dock area.

11. If the accident occurred in the guestroom and the victim is accompanied

by a friend or relative, a change of room should be offered. The room which

accident occurred may need to be double locked for further investigation

purposes.

12.

If the victim is not accompanied by anyone, every effort must be made to

contact the next of kin through information on his passport. The Embassy of

guest nationality is to be contacted if necessary.

13. Guests travel documents should be checked and Airline or Tour Agent

notified.

14.The Incident is to be kept in absolute confidentiality to all parties, especially

the Press.


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: All Associates

15. All inquiries are to be handled by the PR Manager or the General Manager.

16.

An Incident Report is filled up by the Security Department


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Subject : Guest Complaints and

Disputes

Effective Date :




: All Associates

Objectives

To resolve guest complaints and disputes in an efficient and professional

manner.

To ensure highest level of guest satisfaction and hotel interest.

To report to the management so as to review the complaints to rectify any

problem and prevent loss of future business opportunities.

Policy Statement

It is the policy of the hotel that all guest complaints and disputes are solved

DMicably in the highest level of guest satisfac tions and hotel interest.

Procedures

1. Greet and acknowledge the guest appropriately.

2. Invite the guest to the Guest Services Desk or Offer the guest to the lounge

for a discussion - this is to move the guest away from the Front Desk to avoid

making a scene.

3. Listen to the guest complaints carefully, maintain eye contact, do not make

funny faces or giggle no matter what the complaint, take down any details

if necessary.

4. Show empathy and make sure the guest feels that you understand his

situation, and apologize for the inconvenience caused.


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Subject : Guest Complaints andDisputes

Effective Date :




: All Associates

5. If the guest will not quiet down, or demands to see the manager, it is

advisable to seek assistance from a colleague with a higher position.

6.

Resolve the matter immediately by offering alternatives that ensure the

interest of both the guest and the hotel.

7. If the matter could not be resolved immediately, inform the guest the

necessary action to be taken and will keep him duly informed until he is

satisfied with the situation.

8. Thank the customer for bringing up the matter to assist the hotel to rectify it

shortcomings

9. Check back with the customer to ensure satisfaction

10. Log down the incident in the Log Book for Management review.

Ensure that all details are recorded in the guests profile for future reference.

Rem a rks:

Do not:

Talk the guest down

Be defensive

Be impatient

Blame another employee or department

Blame the guest

Do not argue back


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Subject : Request for Doctor

/ Hospitalization

Effective Date :




: All Associates

Objectives

To ensure that the guest receives professional treatment in case of illness

Policy Statement

It is the policy of the hotel to establish written procedures for guests who

request a doctor or require hospitalization.

Procedures In House Clinic

1. If the guest requests to see a doctor, during opening hours of the clinic, page

the Nurse from the In-House Clinic

2. Inform the DM which guest requests to see a doctor and that you have

paged the nurse

3.The EFM will pick up the nurse and escort her to the guest room

4.

The fee for the consult and medicines can be charged to the guest room.

5. If the guest requests to see a doc tor, when the clinic is closed, the EFM will

confirm with the guest if the doc tor needs to come to the hotel or if the guest

wants to go to the hospital.


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/ Hospitalization

Effective Date :




: All Associates

6.

In case the guest requests for a doctor to come to the hotel, the hospital who

is in charge of the in house c linic has to be contac ted

7.When the doctor arrives at the hotel, the EFM will escort the doctor to the

guestroom.

8. If the guest needs to be hospitalized, the DM will be responsibility to ensure

that the guest is transported to hospital by taxi, limousine or Ambulance.

9. If staffing permits and the guest would like, assign a staff member fluent in

both English and Chinese to accompany the guest.

10. a) Explain to the guest the hospitals policy regarding payment of

accounts

Obtain a medical authorization form from Front Desk, Security or

DM manual. Have the guest sign the form prior to departing The

Rich Prada Bali hotel for the Hospital (sample attached).

b) copy of this form should accompany the guest to the hospital.


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/ Hospitalization

Effective Date :




: All Associates

c) After the guest received treatment, the doctor should notify the

MOD of the total charges and whether the guest paid for them or

if they are being billed to our hotel. If they are being billed to the

hotel, a miscellaneous charge needs to be completed and

posted to the guestroom account (sample attached). When

posting in Fidelio for explanation, type: Medical Treatment.

d) Should the guest decide not to go to the hospital or change

and want to go to another hospital, it is the DMs responsibility to

advise the doctor immediately regarding this change.

Remember the following:

1. It is the DMs responsibility to coordinate a ll dealings between

the doctor and the hotel guest.

2. It is the DMs responsibility to ensure the medical authorization

form is filled out by the guest going to the hospital.

3. It is the DMs responsibility to advise the doctor in the event that

the guest changes his/her mind and advise guest of the

charges that will be incurred.

Keep the following in mind:


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/ Hospitalization

Effective Date :




: All Associates

When a guest has requested a doctor , the doctor may have to stop

what he is doing or has to get up, get dressed and go to hospital or come to our

hotel The doc tors that Service our hotel many times give up their own personal

time to treat our guest, therefore it is important that the guest is sure he wants

thedoctor and that once the doctor is called or goes to a location to deliver

treatment that the guest is there also.

Procedures

1. Procedure will be that bills incurred will be sent immediately to the Front Desk

for charging to the room account only when the guest does not, or neglectspaying at the hospital.

2. Appropriate forms must be available at all hours for admission and kept with

the Front Office Manager, Security Manager and DM Book, so the doctor on

call can easily obtain when required.

3. Chaperone is necessary only when the duty nurse is off duty in the evenings.

When required, the doctor should contact Front Office Manager, Security

Manager or DM.

4. To avoid delays or misunderstanding, the Manager handling the case should

make sure that the guest is sent to the designated hospital as advised by the

Doctor.


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Subject : Fights Effective Date :




: All Associates

Objectives

To handle incident pertaining to fights in a safe manner so as to avoid any

form of inconvenience or harm to other guest, teDM member and hotel

property.

To resolve the fight as soon as possible in a diplomatic manner.

To minimize any dDMage or losses that is caused due to the fight.

Policy Statement

It is the policy of the hotel that any incident pertaining to fights are handled in a

safe manner with minimum losses.

Procedures

1. The Lobby Assistant Manager and the Security Manager have to proceed

to the scene immediately to attend to the case.

2.

If the fight was due to alcoholic influence, instruct the bar tender and outlet

teDM member to discontinue further liquor service.

3. The Security teDM has to make attempt to stop the fight in a tactful but firm

manner.

4. Inform the party involved to leave the outlet as their actions has disrupted

the business of the outlet and other patrons.

5.

The security teDM is summoned to escort them out of the hotels premises.


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Subject : Fights Effective Date :




: All Associates

6. Do not involve the Police unless the situation is out of control and causing

dDMage to the hotels property, other patrons or teDM members and with

the approval of the Security Manager.

7. The incident has to be handled discreetly; the reason not calling the Police

is to protect the image of the hotel.

8. Any inquiries or question from the public is direc ted to the PR Manager.

9. An Incident Report is made by Security Department and forward to the

Management for investigation and action.


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Subject :Fire Effective Date :




: All Associates

Objectives

To minimize alarm DMong the guests and employees.

To safeguard the lives of both guests, employees and hotel property through

establish a fire-fighting plan.

To eliminate any form of negative publicity of the hotel.

Policy Statement

It is the policy of the hotel to safeguard the lives of guest, employees and hotel

property through effective Fire Fighting Management that complies with therequirement of law.

Procedures

1. On Discovering A Fire

a)Raise the a larm immediately.

b)

Telephone the operator with location of the fire.

c)Assist any guest to safety.

d)Decide if you could tackle the fire. If you could, use the fire extinguisher

provided.

e)If not, close all doors and windows.

f)

Wait at the nearby safety exit for the fire fighting teDM to arrive.


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: All Associates

2. On Hearing the Alarm Ring Continuously

a) Stop what you are doing.

b)

Assist guest towards exit.

c) Close doors and windows.

d) Switch off gas and electrical appliances.

e) Prepare Back Up Report comprises of:

In House Guest List By Room Number

Arrival list

Departure list

Guest Detailed Balance Report

f) Answer any inquiries calmly that investigation is being carried out

g) Wait for further instruction.

3. Do Not

a)Telephone to check if evacuation is required

b) Use the lifts.

c) Rush about or panic.

d) Open a door if smoke is emerging from underneath.

e) Wait to collect belongings.


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: All Associates

4. The Fire Fighting TeDM

a)The telephone operator receives the fire alarm and will page for fire

fighting teDM to c ome to the scene and a ll the supervisors.

b)The fire fighting teDM has to be professionally trained in this field to carry

out fire fighting action. Therefore Fire drills and training must be exercise

regularly.

c)The fire fighting teDM has to feed back to the telephone operator within

5 minutes if a fire brigade should be dispatched.

d)If the fire fighting teDM can contain the fire, the telephone operator will

call the fire brigade to inform that no action is required at this stage.

5. Evacuation

a)The fire brigade teDM is contacted whenever an evacuation is required

b)Partial evacuation is carried out for the safety of the guests and

employees of the affected area only. This will minimize alarm and

disturbance to others.

c)Total Evacuation is carried out if the situation is beyond control.

d)Instruction to evacuate must be given by the General Manager. The

General Manager and the Security Manager will proceed to the

Emergency Command Centre (PABX Room) to give command on the

evacuation.

e)Emergency paging will be carried out by Public Address System.


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: All Associates

f)Announcement for evacuation will be made to the guests and

employees to leave the hotel through the nearest fire exits and assemble

at the assembly point.

The Department Head will gather the back up report and duty roster

g)proceed to the assembly point.

h)All cashiers will gather their cash and necessary documents and proceed

to the assembly point.

i)

A count of the hotel guests and employees on duty will be carried outand report to the authority.

6. Resume Duty After The Fire

a)The guests and employees will wait for instruction to return if the fire has

been extinguished.

b)The employees return to their work counter and proceed with necessary

report and ac tion to reinstate the operation.

7. Reports

The Department Heads of the department which were affected by the

fire should write report about the evacuation and submit within 24-hours

to the top management


39/211



Subject : Lost & Found Effective Date :




: All Associates

Objectives

To ensure that the guest knows his loss is taken seriously and that everything

is done to recover the lost item.

Policy Statement

It is the policy of the hotel to assist the guest in every way in locating his lost

items

Procedures

1.Check with the guest the location where he lost his item.

2.Contac t the Housekeeping Department and ask if the item was found.

3.If Housekeeping has the item the Lost & Found should be picked up by a

Bellman and brought to the GSO together with a Lost & Found Claim Record

Slip.

4.Assist the guest in filling up the form completely.

5.If no Lost & Found was reported to Housekeeping, contact the Supervisor /

Manager of the outlet where the item was lost if nothing found take the

guest to the outlet to point out where he was seated.

6.Get exact details of the item lost as well as the guests contact telephone

number and address (out-side guests only).

7.Inform Security Department of the case for further investigation

8.If the item can not be located, contact the guest the following day and

explain that nothing is found so far, and should we locate their item we will

contact them..


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Subject : Safety Box Effective Date :




: All Associates

Objectives

To give guests another option to store their valuable than their room

Policy Statement

It is the hotels policy to offer in-house guests the possibility of using the

safety boxes of the Front Desk

Procedures

1.

Open the door for the guest.

2. Ask the guest to close the door behind him

3. Greet the guest and ask the guest for his key card holder to confirm

guest name and room number.

4. Ask the guest fill up the form for temporarily safety box usage from

Accounting Department

5.

Chose a safety box according to size of the item.

6. Open the box with both keys and hand over the box to the guest do

not stare at the items or at the guest but allow the guest privacy.

7. Give one key to the guest and put the other one back into the key

Cabinet

8. Check the filed form, put the safe deposit number on the card and sign

your name


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Subject : Safety Box Effective Date :




: All Associates

9. File the second page of form according safety box number in the file for

the safety box forms

10.

Attach the first copy of the form with guest registration c ard

11. Anytime the guest requests for his safety deposit box, the guest should fill

in the an identification record slip.

12. Compare with the filled form and file the slip with the original form

13. Record all status (open, use, close) on the log-book whenever use the

safe deposit box.

Rem a rks:

- If a guest looses their safety box key, the DM must be informed,

and together with Engineering, Security and the guest, the lock

must be drilled open. The guest will be charged for the

replacement lock.

- If a guest checks-out without returning the key, the safety box

will be opened after the period stated on the safety deposit box

request form

- All safety box usage by staff should be approved by the

concerned Department Head and the Front Office Manager


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Subject : Show Room Effective Date :




: All Associates

Objective

To ensure that the room will not be sold to a guest during the time the show

room is needed.

Policy Statement

It is the policy of the hotel that the room requested for show room is blocked

in the system and double-checked afterwards by Housekeeping.

Temporary Show Room Procedures

1. The TeDM Member will approach the Front Desk and mention which type of

room is needed for show room.

2. The Front Desk Agent will source a vacant clean room.

3. Assign the room number in the computer system and place the reason as

Show Room. This will ensure that the room is not sold or allocate to another

guest.

4. The key will be put in a key card holder and the room number will be written

down

5. Upon completion of the show room the key card and key will be handed

over to the Front Desk Agent

6. The Front Desk Agent will unassign the room number and calls Housekeeping

to double check the room to ensure cleanliness.


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Subject : Show Room Effective Date :




: All Associates

7. The Senior Front Desk Agent will check all Assign Rooms on a regular basis to

ensure that the inventory is accurate.

Permanent Show Room Procedure

1. If occupancy allows, the Front Desk Supervisor / TeDM Leader should assign

Permanent Show-Rooms (of each category), preferably on the same floor.

2.

Housekeeping should then block these rooms as Out-Of-Service (using theShow-Room reason code).

3. When associates request the show-room keys, they sign for the keys in the

reception log book, and sign the keys back in when they are returned.


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Subject : Hotel Inspection Effective Date :




: All Associates

Objectives

To ensure that sound is minimized during the nighttime and all guest can

enjoy a undisturbed night sleep

To ensure that guests and teDM members behave well during the night time

Policy Statement

It is the policy of the hotel to provide a safe, peaceful and disciplined

environment for guests and teDM members during nighttime

Procedures

1.The Night Manager will make regular rounds through and out-side of the hotel

with or without the Security Officer on duty.

2.He will inspect and monitor

a) Guest behavior in bars and on the floors

b) TeDM member behavior in outlets, offices, kitchens, etc. from all

departments

c) Work attitude, quality and progress

d)

Uniform cleanliness and completeness

e) EFMoming

f) Deficiencies that need to be followed up

g) Unclean areas that need to be followed up

h) Car parking and taxi driver behavior

i) Etc.

3.All events out of the ordinary will be recorded down on the log book and all

events that need immediate action will be carried out with the assistance of

the Security Officer on duty.


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Subject : Incoming Faxes

/ Email at nighttime

Effective Date :




: All Associates

Objectives

To ensure that the incoming faxes / Emails for the hotel guest are delivered

within 30 minutes.

To ensure that the incoming faxes / Emails are billed to the guest

appropriately.

Policy Statement

It is the policy of the hotel to provide efficient fax / Email services to the

guests.

Procedures

1.The EFM on evening shift and the Assistant Manager on night shift will check

all fax machines in the hotel during their rounds (e.g. Business Centre,

Reservations, Sales & Marketing, F&B Office, Executive Office), to ensure that

guest faxes are not kept waiting till the next morning when the offices open.

2.

The EFM / Night Manager records down the incoming fax / Email and

charges the guest accordingly.

3.He ensures that the door is properly locked and hands the Fax / Email over to

the Bellman for delivery to the room.


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Subject : Valuables Effective Date :




: All Associates

Objectives

To take good c are of the valuable items of the guest

To ensure that valuable items are not lost or dDMaged

Policy Statement

It is the policy of the hotel to secure a ll valuables that the hotel holds for

guests on a temporarily basis in the Front Office Safety Box.

Procedures

1.Upon request from the Front Desk, Conc ierge or other Front Office

departments the Guest Services Officer will store the valuable in the Front

Office Safety Deposit Boxes.

2.Items to be secured include air tickets, watches, cDMeras etc. that are

temporarily hold for in-house or out-side guests. Also signed credit card

vouchers from Front Desk for deposit and as required by Accounting

Department.

3.Put the items in either one of the safety deposit boxes assigned for Guest

Services and fill in the Log Book.

4.Sign out the item in the required log book upon retrieving the item and ask

the department to sign for receiving the item.


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Subject : Valuables Effective Date :




: All Associates

Rem a rks:

Make sure the Front Desk Agent put the Credit Card voucher in

an envelope with guest name, room number, staying period,

type of credit card and ID / passport number. Check the

contents on the envelope and c lose with a staple

Make sure the room number and / or check out dates on the

envelopes are changed according instructions from Front

Office.

Make sure the envelopes are retrieved on the day of departure

and handed over to the Senior Front Desk Agent in order not to

slow down the check out process

Logbook

Safety Box log book


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Subject : Guest Birthday Effective Date :




: All Associates

Objectives

To wish guest a happy birthday

To provide guests with good hospitality

Policy

It is the policy of the hotel to recognize and present a birthday gift to all in

house guests celebrating their birthday while staying in the hotel.

Procedures Night Manager

15.

Print and check the guest birthday report

16. Prepare the c omplimentary orders

Procedures EFM

1.Check the complimentary orders and wait till you receive the signed Birthday

Cards from the Front Office Manager.

2.Pass all to the Room Service who will prepare the set up in the room.

Procedures Birthday upon Check In

1.If the guest birthday is the same as the arrival day, the Front Desk Agent

should recognize the date of birth and wish the guest a Happy Birthday on

behalf of The Rich Prada Bali, in a discreet manner, and not in front of the

guests colleagues, or traveling companion(s).


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Subject : Guest Birthday Effective Date :




: All Associates

2.After the check in the Front Desk Agent notifies the EFM

3.The EFM arranges that a card and the complimentary voucher will be sent to

Room Service

Procedures Birthday upon Check Out

1.In case the guest birthday is on the same day as the departure day, the Night

Manager will prepare a gift and card signed by the FOM.

2.The card and gift will be passed to the Front Desk who will surprise the guest

upon check out.


50/211



Subject : Incoming faxes Effective Date :

Policy No : FO-BC-001 Issued by : FOM



: All Associates

Objectives

1.To ensure that the guest receives his complete fax

2.To inform the sender that the guest can not be reached by the hotel

Policy Statement

It is the policy of the hotel to provide efficient fax / Email services to the guests.

Procedures

1.

Check the name on the fax against the computer system

2.Try every way to locate the guest in the system, e.g.:

Checked out guests

Guests with future bookings

Guests with cancelled bookings / no shows

Check by company name

Check by changing first and last name

Check Chinese/Cantonese spelling of the guest name

3.Type Facsimile Notice if the guest is not in-house and is not expec ted to arrive,

or:

*The fax is not legible

*The fax is not complete


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Subject : Incoming faxes Effective Date :




: All Associates

4.If the guest name can not be located in the system, send a Facsimile Notice

to the sender to request for more information.

5.Fill in all information on the Business Center Control Sheet

6.File the Facsimile Notice

7.Check the name of the guest daily in the system in case any reservation is

made in the mean time

8.If the guest can not be located after 14 days the fax has to be destroyed

unless the sender gave spec ific instructions not to do so.

9. If the received fax is illegible has pages missing send a Facsimile Notice to

the sender and request to re-send the pages again

10. Send the fax together with a copy of the Facsimile Notice to the guest

room so the guest knows the sender is informed already

11. Do not charge the fax immediately but wait till the re-send, legible and

complete fax is received

Rem a rks:

5/6 on faxes means that the c urrent page is page 5 of a total of 6

Forms

Facsimile Notice


52/211



Subject : Incoming Fax / Email Effective Date :




: All Associates

Objectives

To ensure that the incoming fax / Email for the hotel guest is delivered within

30 minutes.

To ensure that the incoming fax / Email is billed to the guest appropriately.

Policy

It is the policy of the hotel to provide efficient fax / Email services to the

guests.

Procedures

1.

Record the information on the Business Center Control Sheet

2. Raise a Business Center Accounting Voucher and charge the guest

according the incoming fax / Email charges - no need for guest signature

for incoming fax / e-mail

3. Prepare the envelope, write down the guest name and room number on

the envelope.

4. Contac t the Concierge to deliver the Incoming Fax / Email to the room

immediately.

5. Ask the Bellman to acknowledge for pick up of the fax / email

6. Post the charges to the guest account and distribute the voucher.

Rem a rks

Faxes for Admin are recorded on the Business Center Control Sheet but not

charged.


53/211


Forms

Business Center Control Sheet


54/211



Subject : Outgoing Fax Effective Date :




: All Associates

Objectives

To ensure that the outgoing fax for the hotel guest is faxed out as soon as

possible.

To ensure that the outgoing fax is billed to the guest accurately.

Policy Statement

It is the policy of the hotel to provide efficient fax services to the guests.

Procedures

1.Double check the fax number (also country and area code) with the guest

2.Raise a Business Center Accounting Voucher and fill in completely

3.Fill in the Business Center Control Sheet

4.Obtain the guest signature on the Business Center voucher. Verify guest

name and room number with the computer system.

5.Check if the guest would like to wait at the Business Center to collect the fax

or prefer the fax to be sent to his room.

6.Fax the document through without any delay.

7.Obtain the duration of the fax used and attach the Send Report from the fax

machine to the guest fax with a paper clip in order to ensure the guest that

the fax has been sent.


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Subject : Outgoing Fax Effective Date :




: All Associates

8.Calculate the total Amount to be charged according to the rate established

by the hotel and complete the Business Center Voucher by filling in the

Amount.

9.Post the charges to the guest account.

10. Distribute the Business Center voucher.

11. Prepare the fax envelope, write the guest name and room number on

the envelope and include the Send report from the fax machine.

12. Contact the concierge to deliver the Outgoing fax to the room

immediately, and ask the Bellman to initial the Control Sheet for receiving the

envelope. If there is any difficulty to fax out any document, the guest must be

contacted immediately to verify the fax number and to keep the guest

informed on any progress.

.

FormsBusiness Center Control Sheet


56/211



Subject : DHL / EMS

/Courier Services

Effective Date :




: All Associates

Objectives

To provide the guests with complete Business Center Services

Policy Statement

It is the hotels policy to provide guests with professional and reliable courier

services through the Business Center.

Procedures Local Courier

1.The guest requires a courier for his documents / package and within (area

name)

2.Fill in an EMS Form completely and clearly

3.Fill in a Business Center Accounting Voucher and ask the guest to sign charge

according to the destination.

4.

Fill in the Business Center Control Sheet

5.Call the Express Company at telephone: ( ) and ask them to pick up the

documents as soon as possible and within 30 minutes.

6.Ask the company to give a proper bill of the service provided

7.Pass the original bill to the Accounting Department attached with the correct

page of the B/C Accounting Voucher


57/211



Subject : DHL / EMS

/Courier Services

Effective Date :




: All Associates

Procedures EMS

1. The guest requires a courier for his documents / package and request

specifica lly EMS service

2. Give the guest EMS Form and help the guest to fill in all the required items:

a) Date and time of posting

b) Specific address and name of both sender and receiver. Also

accurate telephone number and post code

c) Contents of the envelope

d) Type (e.g. letter, file, and package)

e) Guest signature

3. Check if information is on all 4 copies;

4. Weight the EMS envelope on the scale:

5. Inform the guest about the regulations of the weight and how much the

guest is charged

6. Give the Senders Copy of the EMS form to the guest and stick the other

pages within the frDMe on the envelope

7. To get informed of the current status of the EMS parcel, the guest /

Business Center can call (Number)

8. Fill in a Business Center Accounting Voucher and ask the guest to sign

9. Fill in the Business Center Control Sheet

10. Call the Express Company at telephone (number) and ask them to pick

up the documents as soon as possible and within 30 minutes.


58/211



Subject : DHL / EMS

/Courier Services

Effective Date :




: All Associates

11. Ask the company to give the hotel a proper EMS bill

12.

Pass the bill to the Accounting Department attached with the correct


Rem a rks:

Every letter on all copies of the EMS form are c lear and easy to identify.

Prohibited articles as cash money and animals are not allowed to be send

as EMS items.

In case of any inquiry the guest has to contact the post office from where

the parcel is send, within 4 months, and presenting the 4thcopy of the EMS

form. No inquiry exceeding this period is accepted.

Procedures DHL

1. The guest requires a courier for his documents / package and request

specifically DHL service

2.

Check if DHL service is available in the requested country and place

3. Give the guest DHL Form and help the guest to fill in all the required items:

a) Senders name, and details

b) Receivers name and details

c) Signature of the guest

d) Service

I. File Express - describe the content as accurately as

possible (e.g. Broc hures, letters)


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Subject : DHL / EMS

/Courier Services

Effective Date :




: All Associates

II. Package Express--- State the dec lared value (Customs

valuation) of the guests package

III.

Spec ial Express - Collect service

a. Complete the shippers Letter of liability

provided by DHL Sinotrans.

b. If guest are a cash guest, provide a

Confirmation Letter from the Consignee

c.DHL bill the consignee and send guest the

confirmation of shipment delivery on request

e) Others (insurance, etc.)

8.Check if information is on all copies

9.Weight the DHL envelope on the scale

10. Inform the guest about the regulations of the weight and how much the

guest is charged

11. Give the Senders Copy of the DHL form to the guest and stick the other

pages within the frDMe on the envelope

12.To get informed of the current status of the DHL parcel, the guest / Business

Center can call the company or check on the Internet (http://www.dhl.com)

13. Fill in a Business Center Accounting Voucher and ask the guest to sign
http://www.dhl.com/http://www.dhl.com/


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Subject : DHL / EMS

/Courier Services

Effective Date :




: All Associates

14.

Fill in the Business Center Control Sheet all the Express Company at

telephone: ( ) and ask them to pick up the documents as soon as possible

and within 30 minutes.

15. Ask the company to give the hotel a proper EMS bill

16. Pass the bill to the Accounting Department attached with the correct


Forms



61/211



Subject : Translator / Interpreter Effective Date :




: All Associates

Objectives

To provide the guests with complete Business Center Services

Policy Statement

It is the hotels policy to provide professional translation / interpreter services

through the Business Center.

Procedures Translation

1.

Mention to the guest the prices and speed of the company and that theservice will be charged to his room

2. Determine the needs of the guest:

a)Languages

b)Number of pages to be translated

c)Field of the papers (e.g. medical, technical, etc.)

d)How fast the guest needs the translation

3. Call RELATED Translation company at telephone (number)

Mention to the company that you are from the Business Center in The Rich

Prada Bali Hotel and explain the guests requirements

4. Check with the company the estimated price and time determined by

the guests needs

5. Pass the information to the guest and ask if he accepts price and time


62/211







: All Associates

6. Confirm with the company and ask at what time the document will be

Ready

7. Fax the pages to the company (fax number) and charge the guest

accordingly for the fax or ask the company to pick up the document if it

contains too many pages or is confidential

8. Ask the guest if the company can send the translated pages back by fax

and if the Business Centre can send the document to his room.

9. Call the company on the time they agreed that the document would be

Translated

10. When you receive the document as well as a proper written bill, open a

Business Centre Accounting Voucher and fill in completely

11. For small or urgent translation services that can be done in-house by the

Business Center Staff, remember to check with the guest on any

words/phrases that have an unclear meaning or are very technical. This is to

avoid making mistakes.

12. Bring document to the guest as well as the voucher for the guests

Signature

13. Post the Amount in the guest folio.

14.

Fill in the Business Center Control Sheet

15. Pass the original bill from RELATED to the Accounting Department

attached with the correct page of the B/C Accounting Voucher

Rem a rks:

1 page translated from Chinese to English or English to Chinese will cost

approximately CNY 150 and takes one day.


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: All Associates

Procedures Interpreter

1. Mention to the guest the prices and speed of the company and that the

service will be charged to his room

2.

Determine the needs of the guest:

a) Languages

b) Length of session

c) Place of the session

d) Field (e.g. medical, technical, etc.)

e) When the guest needs the interpreter

f) Other

3. Call RELATED Translation company at telephone ( )

4. Mention to the company that you are from the Business Center in The Rich

Prada Bali and explain the guests requirements

5.

Check with the company the estimated price determined by the guests

needs

6. Pass the information to the guest and ask if he accepts the price

7. Make specific arrangements with the company ideally the interpreter and

guest should meet in the Business Center

8. Ask the guest to sign the Business Center Accounting Voucher

9.

Ask the interpreter to contact you at the end of the session to give you aproper bill for the correct price and length of the session.


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: All Associates

10.Fill in the Voucher completely and charge to the guest folio

11.Fill in the Business Center Control Sheet

12.Pass the original bill from RELATED to the Accounting Department attached

with the correct page of the B/C Accounting Voucher

Rem a rks:

An interpreter for 1 hour will cost approximately (price) per hour and can be

available within 2 hours

Forms



65/211



Subject :Baggage Service For

Arrivals

Effective Date :

Policy No : FO-CON-002 Issued by : FOM



: All Associates

Policy Statement

It is the policy of the hotel that baggage service is provided efficient and

secured at all times.

Objective

To ensure that the Baggage is attended and delivered promptly upon

arrival.

To prevent any mistake or security problem arising from an unprofessional

way of baggage handling.

Procedures

1.The Bellman on duty has to carry with him adequate Baggage Tags at all

times.

2.

As soon as the baggage is unloaded from the vehicle, the Bellman has to put

on the Baggage tags with serial number.

3.At the same time, he inspects the condition of the bags if they are securely

locked and without any dDMage - If there is any notify the guest

immediately.

4.Escort the guest to the Front Desk for registration.

5.

The Bellman attends to the baggage, stands and waits 2 meters behind theguest while he is registering.


66/211



Subject :Baggage Service For

Arrivals

Effective Date :




: All Associates

6.As soon as the registration process is completed, the Front Desk Agent signals

the Bellman and mentions to the guest that the Bellman will show him the

way to their room.

7.In case the arrivals are too many for the Bellmen to handle, the Bellman will

place the luggage at the entrance of the hotel, which is manned at all times,

and shows the guest the way to the reception and attend to other arriving

guests.

8.After Check In the Front Desk Agent writes down the serial number on the RC

and advises the guest that his luggage will be sent up to his room as soon as

there is an available Bellman. The Front Desk Agent will inform the Bell

Captain to follow up as soon as possible.


67/211



Subject : Baggage Service

for Departure

Effective Date :




: All Assoc iates

Objective

To ensure that the baggage is attended and picked up promptly upon

departure.

To eradicate any mistake or security problems arises from the unprofessional

way of baggage handling.

Policy Statement

It is the policy of the hotel that the baggage service provided is efficient and

secured at all times.

Procedures

1. The Bellman on duty has to carry with him all the time Baggage Tags.

2. On receiving a call to pick up guest luggage for departure, the Bell Captain

has to clarify with the guest the number of baggage and inquire if

transportation service (shuttle or limousine) is required.

3. Assign a Bellman to attend to the guest and advise him the type of luggage

trolley to be used for the job.

4. The Bellman arrives at the door rings the bell and identifies himself.

5. Collect the baggage from the guest, and check that all the baggage is

properly locked and not dDMaged - if there is notify the guest immediately.

6. The second half of the Departure Baggage Tag is handed over to the guest.

The guest is informed to present the baggage tag when retrieving his

luggage (this is only done when guests need their luggage stored for alonger period)


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Subject : Baggage Service

for Departure

Effective Date :




: All Assoc iates

7. The

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