STANDARD OPERATING PROCEDURE RENT OF EQUIPMENT TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: BC-0006 Business Center January 2005 Sometimes I need a LCD projector or a Fax machine This Equipment needs to be in good condition, clean and functioning I expect assistance in set up by people who know what they are doing 25 minutes Why is this task important for you and our guests? Answers: I understand the guests expectation All our guests are Business people and have high expectations We are able to show our professionalism We are able to increase our GSTS score We need to deliver all equipment in great condition Task – Rent of Equipment Page of WHAT/ STEPS 1) Welcome HOW/ STANDARDS TRAINING QUESTIONS Welcome the guest and ask Guest kindly: DRILL LANGUAGE “How can I help you”? 2) Check Check the assignment accepting the work before Why I have to check the work before confirming the job? Check if the equipment is available Why can the Supervisor help? If you are not able to complete the task, ask for help from your Why I have to have the guests Supervisor name? Obtain the guests’ name and room number 3) Control Proof the equipment before giving it to the guest Why I have to read what I typed? If the equipment is in bad condition or dirty, clean before giving it to the guest, or look for another part 4) Charges Advise the guest of the cost of the Why I need to inform the guest rent about the charges? 5) Presentation Present the Equipment in clean and functional condition, to the guest room or into the function room Task – Rent of Equipment Is it really necessary to present the equipment in good condition? Page of 6) Delivery WHAT/ STEPS Ask a Bellman to send the equipment to the guest room (In accordance with the Guest’s Instruction) HOW/ STANDARDS TRAINING QUESTIONS 7) Log Record the rent into the Log Book: Why I have to log the task? Date, name, room numbers , time of rent 8) Outhouse or Restaurant Guest If the guest is not staying in the hotel equipment will not be rented 9) Payment If the guest is a house guest, post to Why does the system not post the guest folio as soon as the task is automatically? completed Do we offer this service to guests who are not staying in the hotel? If the equipment is given to a conference guest, ensure convention Why I need a signature? Sales is informed and charges Accordingly to the conference bill Give name of guest and room number if applicable to Convention Sales Obtain Guests signature on the bill of any guest 10) Bid Farewell Task – Rent of Equipment Always thank the guest by saying: DRILL LANGUAGE Page of “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: How should all guests be welcomed? Do I always have to check before accepting work? What specifically I have to check? Do I have to know how all equipment works which we rent out? Why I have to tell the guest about the charges in advance? What am I doing when the Equipment is not in good condition? How and where should the equipment be delivered? Does equipment need to be logged? How I know if the guest is from outside the hotel and what must I if they are? a) Where is equipment rental charged to? b) Why I have to inform Convention Sales when I want to rent equipment to a conference guest? 10 How I farewell the guest who uses our services? Now ask the Trainee to practice the Task from start to end to test competency Task – Rent of Equipment Page of ... the rent into the Log Book: Why I have to log the task? Date, name, room numbers , time of rent 8) Outhouse or Restaurant Guest If the guest is not staying in the hotel equipment will not be rented... the conference bill Give name of guest and room number if applicable to Convention Sales Obtain Guests signature on the bill of any guest 10) Bid Farewell Task – Rent of Equipment Always thank the... it to the guest, or look for another part 4) Charges Advise the guest of the cost of the Why I need to inform the guest rent about the charges? 5) Presentation Present the Equipment in clean