STANDARD OPERATING PROCEDURE SHIFT BRIEFING TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: ASSM-0009 Assistant Manager January 2005 N/A 20 minutes Why is this task important for you and our guests? Answers: We must provide an efficient and accurate service to our guests We must maximize guest satisfaction Improve GSTS score Avoid guest complaints Demonstrate my professionalism Task – Shift Briefing Page of WHAT/ STEPS 1) Agenda HOW/ STANDARDS The Assistant Manager must conduct the shift briefing at the beginning of each shift TRAINING QUESTIONS Why we have to participate in the shift briefing? Contents of Briefing: - Occupancy & Rooms Revenue of previous night - Average rate of previous night - Daily Events and Functions - High Balance Report - Expected departure and arrivals - VIP Guest/PCR/InterContinental Ambassador - Trace report - Guest Complaints and special requests Why we have to know the daily events and functions? Why we have to know the number of expected departures and arrivasl? Why we have to know the number of VIP guest arriving? Why is the AM in charge of Groups? - AM will also review the Group Information (Assistant Managers is totally Why does reservation handle room in charge allocation? of groups ) Reservation review room allocation, due Task – Shift Briefing Page of outs will be handled by the Duty Manager - Assistant Manager briefs on room availability WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS - Revenue Manager establishes the Upselling Strategy Why does the Front Desk (Front Desk Supervisor is in Supervisor have to be in charge of charge of Upthe up-selling process? Selling) - 2) Responsibility Chief Concierge briefs on airport transfer arrangement Exchange guest feedbacks, management feedbacks, Front Office feedbacks Why I need to know about the Management feedback? Why are my suggestions important? Suggestions Assistant Manager is responsible for Why does the Assistant Manager room allocation, due outs, and room have to be responsible of the room availability control availability control? Summary questions: What is so important about a shift briefing? What is a shift briefing? Who attends? Task – Shift Briefing Page of Who runs the Shift Briefing? And in their absence? Is a Shift briefing conducted every day – even week-ends? What is the standard time and location? How long does it last? Why we have to participate in the shift briefing? What are the 15 items of the agenda? How are you helping to achieve the financial performance of the hotel? Who handles Groups? Why does the Assistant Manager need to be responsible of the room availability control? Now ask the Trainee to practice the whole task from start to end to test competency Task – Shift Briefing Page of ... 1) Agenda HOW/ STANDARDS The Assistant Manager must conduct the shift briefing at the beginning of each shift TRAINING QUESTIONS Why we have to participate in the shift briefing? Contents of Briefing:... Why is the AM in charge of Groups? - AM will also review the Group Information (Assistant Managers is totally Why does reservation handle room in charge allocation? of groups ) Reservation review... due Task – Shift Briefing Page of outs will be handled by the Duty Manager - Assistant Manager briefs on room availability WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS - Revenue Manager establishes