STANDARD OPERATING PROCEDURE VERIFY REGISTRATION CARDS TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: ASSM-0008 Assistant Manager January 2005 N/A 40 minutes Why is this task important for you and our guests? Answers: We must ensure our operation is efficient and accurate We must maximize guest satisfaction Avoid guest complaints Demonstrate my professionalism Task – Verify Registration Card Page of WHAT/ STEPS 1) Modify information in PMS HOW/ STANDARDS TRAINING QUESTIONS Front Desk must modify guest Why we have to modify guest information in the system For information in the PMS? example guest name, passport number, nationality, date of birth, Visa number, Visa expiration date, Credit Card number, etc All guest data must be entered into the police’s computer by the end of the day 2) Check RC All the registration cards must be Why does the Assistant Manager checked and initialed by the need to double check the RC? Assistant manager The Assistant Manager has to double-check the entries first, and then transfer the data directly to the police office 3) Check supporting documents Make sure all the supporting Why we have to attach all documents (e.g travel agent's supporting documents? voucher, credit card voucher) are attached to the Registration Card 4) Distribute copies Copies should follows Top copy Desk 2nd copy Task – Verify Registration Card be distributed - For - For PSB as Why we need so many copies for different departments? Front Page of 5) Enter data and double check Registration Card data needs to be Why we have to enter guests entered into the police’s computer data into the police computer? during the overnight shift by the Front Desk Receptionist and doublechecked and counter- signed by the Assistant Manager The RC is placed at the Front Desk in numerical order Summary questions: Why might information need to be modified in PMS? Why does the Assistant Manager need to double check the RC? Why we have to ensure supporting documents are attached? Why we need so many copies for different departments? a) Why we have to enter guests data into the police computer? b) Is this a requirement for all countries? Now ask the Trainee to practice the whole task from start to end to test competency Task – Verify Registration Card Page of ... day 2) Check RC All the registration cards must be Why does the Assistant Manager checked and initialed by the need to double check the RC? Assistant manager The Assistant Manager has to double-check... signed by the Assistant Manager The RC is placed at the Front Desk in numerical order Summary questions: Why might information need to be modified in PMS? Why does the Assistant Manager need to... voucher, credit card voucher) are attached to the Registration Card 4) Distribute copies Copies should follows Top copy Desk 2nd copy Task – Verify Registration Card be distributed - For - For PSB