STANDARD OPERATING PROCEDURE CONTRACTED SERVICES TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: BC-0007 Business Center January 2005 It may happen that I need other Business Services which can not be delivered by the Hotel I think it is great if the Hotel can offer contracted Business Services 25 minutes Why is this task important for you and our guests? Answers: I understand the guest expectation Many of our guests are Business people and have high expectations We are able to show our professionalism We are able to increase our GSTS score Task – Contracted Services Page of WHAT/ STEPS 1) Welcome HOW/ STANDARDS Welcome the guest and ask Guest kindly: TRAINING QUESTIONS DRILL LANGUAGE “Madame/Sir - How can I help you”? Show the guest to the private area if need be 2) Check Check the request against the Why I have to check the work services offered before accepting the before confirming the job? work Why can the Supervisor help? If you are not able to complete the task, ask for help from your Supervisor Why I have to have the guests name? Obtain the guests’ name and/or room number 3) Charges Advise the guest of the cost Why does the guest need to know the completion time? 4) Service Contracted Why we need to offer these services? Task – Contracted Services Services may include: Making Business Cards Courier Services Interpreter service Translator service Can you think of other services which may be requested? Page of 5) Presentation WHAT/ STEPS 6) Delivery Cell phone rental Temporary Secretary Ensure, that the Company presents his/her employees well groomed HOW/ STANDARDS TRAINING QUESTIONS Present the companies employee to the guest by name saying: DRILL LANGUAGE “Madame/Sir, this is NAME, he/she will help you with your requested business Service” 7) Log Record in the ‘Contracted Service Log Why I have to log the task? Sheet’ by date, guest name and room number, as well as the company 8) Payment of outhouse, Restaurant or Conference guest If the guest is not staying in the Do we offer this service to guests hotel, ensure you or the Company who are not staying in the hotel? receive an 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) Payment 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 Task – Contracted Services Page of 10) Bid Farewell Obtain Guests signature on the bill of any guest Why I need a signature? Always thank the guest by saying: DRILL LANGUAGE “ Madame/Sir has everything been to your satisfaction? Thank you for using our service, if we can be of any further assistance, please contact us again Good bye” Summary questions: What are contracted services? Why might a guest request them? What is the first thing I should when I get such a request? How I find out about the charges of such requests? What Services are available? Can you think of any others which you may be requested to provide? If a Temporary Secretary is requested, how much notice would the they need and how will they meet the guest? Are Contracted Services also required to be logged? How I charge an outside guest? When I need to request the guest’s Signature? Why I have to Bid Farewell and thank the guest to use our Services even though they are Contracted Services? Now ask the Trainee to practice the Task from start to end to test competency Task – Contracted Services Page of ... to know the completion time? 4) Service Contracted Why we need to offer these services? Task – Contracted Services Services may include: Making Business Cards Courier Services Interpreter... LANGUAGE “Madame/Sir, this is NAME, he/she will help you with your requested business Service” 7) Log Record in the ? ?Contracted Service Log Why I have to log the task? Sheet’ by date, guest name... guest to use our Services even though they are Contracted Services? Now ask the Trainee to practice the Task from start to end to test competency Task – Contracted Services Page of