STANDARD OPERATING PROCEDURE OVER NIGHT SHIFT DUTIES TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: ASSM-0007 Assistant Manager January 2005 I expect the hotel to provide 24 hours security for me and my belongings with respect for my privacy I also expect a range of services and facilities to be open which suit my personal requirements 40 minutes Why is this task important for you and our guests? Answers: Guest can experience our efficient and accurate service We must maximize guest satisfaction Avoid guest complaints Demonstrate my professionalism Task – Overnight Shift Duties Page of WHAT/ STEPS 1) Overnight Duties HOW/ STANDARDS TRAINING QUESTIONS Report on duty Take over the Mobile and Hotel Why does the Night Manager have Master Key from afternoon shift to conduct a department briefing? and conduct a Department briefing How I have to follow up the Follow up Trace Report and the Trace Report? Logbook Review Expected Arrival Report and greet all VIP’s Check room availability Check No-Shows Why we need to print out VCI room report? Check Room status and print out VCI room report What is a discrepancy report? Check room discrepancy report What is a permanent folio? Check Permanent folio What is a high balance? 10 .Check high balance report 11 Check report 12 room rate What should we if we found a variance in the room rate? variance How I have to close the POS properly? Close the POS How I have to run the system? 13 Run system according to Night Auditing Procedure Task – Overnight Shift Duties Page of 14 WHAT/ STEPS Check Interface Lost Posting HOW/ STANDARDS TRAINING QUESTIONS 15 Follow up the Reservation Why does the Night Manager have tasks: to follow up on the Reservation task? - Room allocation - Early Arrival/Rush Rooms - Prepare the Registration Card and keys - VIP Assignment 16 Print the morning reports 17 Verify Manager’s Report 18 Inspect the lobby and driveway for cleanliness regularly How can I verify the Manager Report? Why does the Night Manager need to check the cleanliness? 19 Complete the Overnight Check List and the Logbook 20 Calculate PCR/InterContinental Ambassadors enrollments 21 Inspect Front Desk to ensure all Registration Cards are printed out and keys/key booklets are prepared Registration cards of VIP/PCR/InterContinental Ambassadors are isolated and placed into the VIP Folder Task – Overnight Shift Duties Page of 22 Ensure Overnight Reports are Why we have to ensure the delivered to all departments on Overnight Reports are delivered time (Before 6:00a.m.) before 06:00? 23 Prepare the shift hand over What is important about the shift handover? Summary questions: Why we have to work during the night? Why does the Night Manager have to conduct a department briefing? How can I follow up on the Trace Report? Why we need to print out the VCI room report? What is a discrepancy report? What is a permanent folio? What should we if we found a variance in the room rate? Why does the Night Manager need to follow up on Reservations activity? Why we have to ensure that the Night Reports are delivered before 06:00? 10 Where can I eat my dinner? Now ask the Trainee to practice the whole task from start to end to test competency Task – Overnight Shift Duties Page of ...WHAT/ STEPS 1) Overnight Duties HOW/ STANDARDS TRAINING QUESTIONS Report on duty Take over the Mobile and Hotel Why does the Night Manager have Master Key from afternoon shift to conduct a... to Night Auditing Procedure Task – Overnight Shift Duties Page of 14 WHAT/ STEPS Check Interface Lost Posting HOW/ STANDARDS TRAINING QUESTIONS 15 Follow up the Reservation Why does the Night Manager. .. prepared Registration cards of VIP/PCR /InterContinental Ambassadors are isolated and placed into the VIP Folder Task – Overnight Shift Duties Page of 22 Ensure Overnight Reports are Why we have to