STANDARD OPERATING PROCEDURE COMMENCING THE SHIFT TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: ASSM-0001 Assistant Manager January 2005 I expect all my requests to be handled efficiently, accurately and courteously by knowledgeable staff who can assist me with my needs I expect issues raised in the morning to be completed by the time I return to my room in the evening I expect communication to occur at shift handovers 20 minutes Why is this task important for you and our guests? Answers: Guest can experience our efficiently and accurately service We must maximize guest satisfaction Avoid guest complaints Demonstrate my professionalism Task – Commencing Shift Page of WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Requirement of Assist Manager Assistant Managers are required to acknowledge all hotel incidents, which took place during the previous shift Why does the Assistant Manager Assistant Manager must be on duty have to be on duty at least 20 at least 20 minutes earlier minutes earlier? 2) Assistant Manager Log book Assistant Manager must check the Why does the Assist Manager need Assistant Manager Log book to to check the AM log book? preview all irregularities and incidents that happened during the last shift 3) Phone/Emergency Keys Assistant Manager needs to take over What is the hotel master key? the Mobile phone and Hotel MasterWhere is it kept? Key from the previous shifts Assistant Manager 4) Hotel Log book During his/her shift, the Assistant Why does the Assistant Manager Manager is in charge of the logbook need to use the hotel log-book and he/she must ensure that all everyday? incidents are properly recorded by date and time Task – Commencing Shift Page of 5) Memorandum file/In-tray WHAT/ STEPS Assistant Manager must check the Why does the Assistant Manager memorandum file (Pigeon-Hole) and need to check the pigeon whole? in-tray to get up-to-date with any new memos that may have been issued since the last duty and to check if any items, fax, letters, messages etc., require attention HOW/ STANDARDS TRAINING QUESTIONS 6) VIP list The VIP list must be checked at the Why does the Assist Manager need beginning of each shift Assistant to be aware all VIP arrivals in Manager has to be aware of all VIP advance? arrivals in advance 7) Group Arrivals/Departures Assistant Manager must review the Why does the Assistant Manager Group Order and make himself aware have to review the Group Order ? of group activities 8) Occupancy Assistant Manager has to know the How can I inform myself about of occupancy and room availability, as the daily room occupancy and well as the daily walk in rate room availability as well as the daily walk in rate? 9) Shift Briefing The Assistant Manager will conduct Why does the Asst Manager need briefing with AFOM/FOM for all front to conduct the briefing? desk agents Task – Commencing Shift Page of Summary questions: Why is the commencing shift procedure important for the Front Office operation? Why does the Assist Manager need to check the AM log book? a) What are two things which must be passed to the incoming Assist Manager? b) What does the hotel master key provide me access with? c) Where should I store it? a) What are examples of entries into the hotel log-book? b) What are examples of incidents which wouldn’t be entered? a) Why does the Assistant Manager need to check the pigeon hole? b) Is the pigeon hole sufficient to learn about incidents in the hotel? Where else may information be gleaned? a) Why does the Assistant Manager need to be aware all VIP arrival in advance? What role does he/she play in VIPs? Why does the Assistant Manager have to review the Group Order ? How you find out the daily room occupancy and room availability, as well as the daily walk in rate? What time does he/she conduct the briefing/ who should attend/ and what is the agenda? Task – Commencing Shift Page of Now ask the Trainee to practice the whole task from start to end to test competency Task – Commencing Shift Page of ... minutes earlier minutes earlier? 2) Assistant Manager Log book Assistant Manager must check the Why does the Assist Manager need Assistant Manager Log book to to check the AM log book? preview all irregularities... Requirement of Assist Manager Assistant Managers are required to acknowledge all hotel incidents, which took place during the previous shift Why does the Assistant Manager Assistant Manager must be... previous shifts Assistant Manager 4) Hotel Log book During his/her shift, the Assistant Why does the Assistant Manager Manager is in charge of the logbook need to use the hotel log-book and he/she