STANDARD OPERATING PROCEDURE BINDING TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: BC-0008 Business Center January 2005 I have presentations to make and copies to be produced and bound I expect this to be done in a professional and speedy manner I expect staf to know how to use the binding machine 25 minutes Why is this task important for you and our guests? Answers: The guest wants to have a good quality service I feel confident in delivering the service to our guests, because I know how to use the binding machine We are able to increase the GSTS score by delivering service professional Task – Binding Page of WHAT/ STEPS 1) Welcome HOW/ STANDARDS TRAINING QUESTIONS Welcome the guest and ask Guest kindly: DRILL LANGUAGE “How can I help you”? Show the guest to the private area 2) Check Check the assignment accepting the work before Why I have to check the work before confirming the job? If you are not able to complete the Why can the Supervisor help? task, ask for help from your Supervisor Why I have to have the guests Obtain the guests’ name and/or name? room number 3) Charges Advise the guest of the cost and Why does the guest need to know completion time the completion time? 4) Control Proof the quality of the binded material Why I have to read what I typed? 5) Presentation Present the binded material to the guest Is it really necessary to present my work to the guest? Task – Binding Page of 6) Delivery Ask a Bellman to send it to the guest’s room or kept at the Business Center for collection (In accordance with the Guest’s Instruction) 7) Log Record in the ‘Binding Log Sheet’ by date, guest name and room number WHAT/ STEPS HOW/ STANDARDS Why I need to log the task? TRAINING QUESTIONS 8) Payment of outhouse, Restaurant or Conference guest If the guest is not staying in the Do we ofer this service to guests hotel, ensure you receive an who are not staying in the hotel? immediate payment or a charge is made to the conference bill (Check function sheet) Check function sheet or instructions if the guest is a conference guest 9) Billing If the guest is a houseguest, post to Why does the system not post the guest folio as soon as the task is automatically? completed Obtain Guests signature on the bill of any guest Please refer to Acc Procedure #………… 10) Bid Farewell Always thank the guest by saying: Why I need a signature? DRILL LANGUAGE “Madame/Sir has everything been to your satisfaction? Thank you for Task – Binding Page of using our service, if we can be of any further assistance, please contact us again Good bye” Summary questions: How should all guests be welcomed? Do I always have to check before accepting work? What specifically I have to check? Why I have to tell the guest about the charges in advance? What I if the Binding Job doesn’t look very professional? Do you know how the Binding Machine works? Who can teach you? How should the binding be presented? Where should the binding be delivered? Does this duty needs to be logged? What is written on the log? What I if the binding is required for an external company? How I get the books delivered there? How I get payment? Where is a guests signature required? 10 How I farewell the guest who uses our services? Task – Binding Page of Now ask the Trainee to practice the Task from start to end to test competency Task – Binding Page of ... Task – Binding Page of 6) Delivery Ask a Bellman to send it to the guest’s room or kept at the Business Center for collection (In accordance with the Guest’s Instruction) 7) Log Record in the ‘Binding