STANDARD OPERATING PROCEDURE UMBRELLA ON LOAN TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: CON-0019 Concierge January 2005 I expect that the hotel can provide umbrellas for me during rainy days, notably umbrellas which are not damaged and are well maintained 30 minutes Why is this task important for you and our guests? Answers: We must be able to provide sufficient umbrellas to our guests during rainy days To be able to increase guest satisfaction Demonstrate my professionalism Task – Umbrellas on Loan Page of WHAT / STEPS 1) Position of Umbrella Rack HOW/ STANDARDS Concierge department are responsible for ensuring umbrellas are neatly stored in a designated area Concierge must ensure there are sufficient umbrellas stored in the Front Office TRAINING QUESTIONS How many umbrellas we need? Where we have them stored? Where I need an umbrella rack? Carry the umbrella rack to the main entrance on rainy days 2) Issue the umbrella When a guest comes to borrow an umbrella, the Doorman must ask for his/her room number Why we need to get the room number? The umbrellas are offered to our hotel guests only Open the umbrella to ensure it is in a good working condition Why we need to open the umbrella to check? Kindly advise the guest to return the umbrella when he/she comes back Task – Umbrellas on Loan Page of WHAT/ STEPS 3) Quality and quantity control HOW/ STANDARDS The Doorman must clean the umbrella after return and regularly review the cleanliness of umbrella checking for mould The Concierge must ensure that there are sufficient umbrellas stored in the Front Office TRAINING QUESTIONS Why we must clean the umbrella after return? What can we if there are insufficient umbrellas in storage? If there are insufficient Umbrellas in storage, contact Chief Concierge, either to order additional Umbrellas from the HK Office or to ensure a Purchasing Request is raised The general par stock is 50 Umbrellas in the Concierge Department, although this may vary depending on the size and the frequency of rain in the hotel’s location) How often we have to the storage control? Storage control to be done weekly Summary questions: a) Where should the umbrella rack be positioned? Task – Umbrellas on Loan Page of b) Who’s responsibility is it to carry the umbrella rack to the front of the hotel on rainy days? a) Is a room number required? b) Why should the umbrella be regularly checked for cleanliness? c) Do we give umbrellas to non-resident guests? d) Do I need to charge the guest when he/she does not return the umbrella? a) Who’s responsibility is it to clean the umbrella after return? b) Who’s responsibility is it to ensure there are sufficient umbrellas stored in Front Office? Now ask the Trainee to practice the whole task from start to end to test competency Task – Umbrellas on Loan Page of ... 1) Position of Umbrella Rack HOW/ STANDARDS Concierge department are responsible for ensuring umbrellas are neatly stored in a designated area Concierge must ensure there are sufficient umbrellas... storage, contact Chief Concierge, either to order additional Umbrellas from the HK Office or to ensure a Purchasing Request is raised The general par stock is 50 Umbrellas in the Concierge Department,... positioned? Task – Umbrellas on Loan Page of b) Who’s responsibility is it to carry the umbrella rack to the front of the hotel on rainy days? a) Is a room number required? b) Why should the umbrella