1cda497d-ea6f-468b-8186-4023314d0a39

Oriental Hospitality Consultants – OrientalHospitality.
com
POLICY & PROCEDURE – ROOM DIVISION / FRONT OFFICE
AGENDA
FO 01 Cash Paid Out
FO 02 Credit Cards
FO 03 Cashier Shortage And Over Charge
FO 04 Tipping Policy
FO 05 Lost & Found
FO 06 Loss & Damage
FO 07 Robbery
FO 08 Theft Procedure
FO 09 Lost And Found
FO 10 Unclaimed Deposit Refund
FO 11 Room Master
FO 12 Room Search
FO 13 Rebate
FO 14 Remittance Procedures
FO 15 Disease
FO 16 Medical Emergency
FO 17 Medicine
FO 18 Medical Assistance
FO 19 Guest Injury
FO 20 Emergency Procedure
FO 21 Emergency Procedure Accidents
FO 22 Fire Extinguishers
FO 23 Back Of House Emergency House
FO 24 Tragedy Death
FO 25 Slept Out Room
FO 26 Room Found Vacant
FO 27 House Use Rooms
FO 28 Do Not Disturb Room
FO 29 Guest Master Key Car Holders
FO 30 Hotel Skippers
FO 31 Access Public
FO 32 Damage By Guest
FO 33 Telephone & Fax Management
FO 34 Phone Use
FO 35 Sales Phone
FO 36 Walkie Talkie
FO 37 Resort Vehicle Ownership
FO 38 Vehicles
FO 39 Front Office Club Cars
FO 40 Driver Allowance
FO 41 Driver Outside
FO 42 Control Vehicles
Oriental Hospitality Consultants – OrientalHospitality.com
FO 43 Host Transportation
FO 44 Host Transportation 2
FO 45 Resort Transportation
FO 46 Mail Central
FO 47 On Line Newspaper
FO 48 Manager Log Book
FO 49 Daily Log Book
FO 50 Inspection Form
FO 51 Procedures Of Packages
FO 52 Save Opening
FO 53 Garbage Sorting Staff Area
FO 54 Gardeners
FO 55 Resort Fogging
FO 56 Lift Malfunction
FO 57 New Staff Housing Set-up
FO 58 Property Damage
FO 59 Wet Weather Policy
FO 60 Complimentary Accommodation
FO 61 Control Of Obstructions
FO 62 Front Office Basics
FO 63 Hydrochloric Acid
FO 64 Telephone Techniques
FO 65 Respect For Guests & Staff
FO 66 Caring For Guests
FO 67 Professionalism
FO 68 Grooming
FO 69 Anticipating Needs
FO 70 VIP Guests
FO 71 Royal Club Floor
FO 72 Royal Club Lounge
FO 73 Handling Complaints
FO 74 Empowerment
FO 75 Damage, Loss Of Property
FO 76 Accident & Injury
Department: Front Office Ref: FO 01 Page: 1/2
Subject: Cash Paid Out Date: 01 Mar 2004 Date revised:
Prepared by: Approved by: Approved by:
Resident Manager General Manager

Distribution: All Department Heads Issued:
Purpose:
To establish guidelines for the captioned subject and to keep Paid Out to a minimum, and
to ensure that Paid Out transactions are properly validated and authorized
Procedure
1. Paid Outs at Front Desk is classified as follows:
a Miscellaneous Paid Out – Paid out in the form of cash advance for guest services –
purchase of flowers, guest transport, air ticket and goods at hotel‟s shop arcade etc.
A Refund of guest‟s deposits.
2. Paid Outs shall be in local currency only.
3. The Paid Out Voucher must be handled and approved in the following manner:
i. Miscellaneous Paid Out.
a. Approval by Duty Manager for amount not exceeding $ 100.
b. Approval by Front Office Manager or Asst. Front Office Manager for amount
above $ 100 up to maximum of $ 500.
c. Approval by General Manager, Executive Assistant Manager or Financial

Controller for amount exceeding $ 500
d. A 5% handling fee will be charged to guest‟s account for the Paid Out made.
ii. Refund of balance Guest Deposit
a. A refund of a guest‟s balance deposit must be accompanied by the original copy of

Cash Receipt issued to the guest when he checks in.
b. If a guest misplaces the Cash Receipt, this should be indicated on the Paid Out
Voucher. Guest must sign on both Paid Out Voucher and Guest Folio. The
signature on the Voucher/Folio must be matched with the signature on the Guest
Registration Card.
c. Approval from Duty Manager, Asst. Front Office Manager or Front Office
Manager must be obtained for refund exceeding RMB1, 000 and when a guest
has lost the Cash Receipt.
4. Upon receiving request for Paid Out, the Front Office Agent will print out Paid Out
Voucher in Opera system or raise a multi-function voucher in duplicate if the system
down. The following must be recorded.
- Guest Name
- Room Number
- Date
- Description/purpose of Paid Out transactions
- Amount
- The Front Office Agent‟s signature
- The authorizing signature
- The guest‟s signature
5. Paid Out Voucher must be approved by authorized personnel before cash is paid.
6. All Paid Out Vouchers must be used in numerical sequence. Cancelled vouchers must
be returned to the Accounts Department (Night Audit). The employee will be charged
$ 2 for each missing Paid Out Voucher.
Applicable Departments Front Office /Finance
END
Subject: Credit Cards Date: 01 Mar 2004 Date revised:

Purpose:
To identify the credit cards that are approved for the settlement of guest ledger charges at
the Hotel Front Desk.
Approval credit cards:
American Express
Diners Club
Master Card/Visa
JCB International
Procedure
a) A valid credit card is to be accepted and imprinted by the Front Desk staff at
registration as an approved “method of Settlement” of a guest ledger account when
the guest checks out.
Responsibility
a) At Registration
1. Make an imprint of the credit card on to the applicable credit card voucher.
Ensure that name of card holder and number is legible.
2. Check the expiration date on the card and circle date on voucher.
3. Compare the signature on the back of the credit card with the embossed name on
the front and compare both with registration card.
4. Check credit card voucher with the latest credit card cancellation bulletins if
applicable.
5. Initial the imprinted voucher on the upper right hand corner.

Action number 4 and 5 may be done after the guest has been checked in.
6. Staple the imprinted credit card voucher to the registration card on the ledger of
the voucher.
b) At check out
1. If the guest has presented the credit card upon check in, the Front Desk person
can proceed directly by completing the voucher with the amount, date and obtain
guest signature on the credit voucher.
Should the guest present his/her credit card only at check out, the person serving
the guest has to follow procedure 1 to 5 as mentioned above “At registration” and
complete the voucher with date, amount and guest signature.
c) Over Limit Authorization

An authorization is required in each instance where total charge exceeds, or are
anticipated to exceed the floor limit.
When total guest charge can be estimated and expected to exceed the credit card
company‟s floor limit, the over limit authorization approval should be requested
in advance of guest departure so that when guest is checking out, no unnecessary
delay is caused to the guest.
If CAT System is installed in the hotel, a credit card authorization as follows is
to be obtained upon check-in: -
Room rate x night of stay x 1.5 (a maximum of 7 nights if stay is longer than 1
week)
d) After Departure Charges

Front Desk Staff are responsible ford processing after departure charges in
accordance with the following instructions:
1. If an error is discovered in the written amount of a voucher before the guest has
departed, destroy the voucher in front of guest, imprint a new one, write the
correct amount and secure a new signature.
2. After Departure Charges for credit cards should be processed as follows:
a) Prepare a hand written voucher copying the credit card date from the original
voucher.
b) Enter the amount of the After Departure Charge.
c) Write “Signature on File” on the signature line.
d) Include the voucher in the days charges and process as normal.
e) Processing of Credit Card Accounts

Credit card settlement should be processed as a city ledger account when transferring
to the Accounting Office.
END
Subject: Cashier Shortage & Over Date: 01 Mar 2004 Date revised:
Charge

Purpose:
To ensure the cash shortage and overage are eliminated or minimized.
Procedure
1. The cash float of $ 1000 will be provided to Front Office Cashier.
2. The cash float must always be in balance. Revenue Accountant will conduct random
cash counts regularly or other accounting personnel assigned by the Financial Controller.
If your cash float is not in balance, you are required to write a report with satisfactory
explanation and appropriate disciplinary actions will be taken.
3. If you find that your cash float is out of balance. You are to find your error and to seek
assistance from your immediate supervisor if necessary.
4. All cash overage is to be deposited with the General Cashier in a remittance envelope
and it is to be taken up as an income of the hotel.
5. All cash shortage is to be reimbursed by the cashier involved unless approved by

Financial Controller.
6. Total amount of daily cash will be reconciled with the Daily Revenue Report by
Income Auditor.
7. Income Auditor will compare the report with actual cash deposited. Daily
shortage/overage will be recorded for further action.
8. Cashier shortage/overage report must be submitted monthly to the Financial

`Controller for review.
END
Subject: Cashier Shortage & Over Date: 01 Mar 2004 Date revised:
Charge

Purpose:
To set a clear guideline in regards to tipping
Procedure
1. Some of the guests will tip the hotel staff for his good service; staff should show
their appreciation to guests.
2. We should provide same high quality service to guests, otherwise they gave or not
gave tips Serving a guest for the sake of making tips embarrasses and humiliates the
guest, degenerates the quality of our service and ultimately ruins the reputation and
business of the hotel.
3. It is the firm and clear policy of the hotel that giving tips is not encouraged and
accepting of soliciting tips is strictly forbidden.
4. This message is explained to each employee when he/she joins with the Portman.
Therefore any misconduct against this policy warrants no excuses.
5. The following cases are Type C Misconducts:
A. Any guest who reports or complains to the management that a hotel staff has
Solicited verbally or non-verbally for tips.
B. Any hotel staff found or being reported to have taken as tips money left by
Guest in his/her absence without handing it over to his/her supervisor.
4. It should be instilled in our employees that knowing the mere fact that a guest
is satisfied at a job well done gives us the biggest gratification we can get.
END
Subject: Lost&Found Date: 01 Mar 2004 Date revised:

Purpose
To assure the security of guest properties.
Procedure
1) Found Items
a) All items found within the hotel premises have to be channeled to Housekeeping
Office.
b) If for some reasons the item cannot be brought to the Housekeeping Department
immediately, the Housekeeping Office is to be informed that the item was found.
c) The first copy of Lost and Found Report Slip with details in description of item,
founder name, location, date and serial number will be issued to finder.
d) If the items are cash, bag or other valuable items, the on duty Assistant Manager
and Security Supervisor should be called to the site immediately, and witness the
number and pack.
2) Storing Of Items
a) All items are properly numbered, packed, and turned to the Housekeeping
department as soon as possible, the Housekeeping Order taker should entered in
the Lost & Found Record, and update the hotel system Information Book-Lost
and Found as below:
Date and Time/Founder/Items Description/Found Location.
The other staff can search the items from the hotel System quickly
b) The second copy of Lost and Found Report Slip should be securely fastened to
the article and attached in such a way that it can be read easily.
c) Any items are to be locked in the Housekeeping Lost & Found cabinet or 3
months, except drinks and food will be kept for 1 week after guest checked out.
Valuable item (cost over baht 1000) are to be locked in the Executive
Housekeeper‟s Safe for 6 months custody.
d) The Opening Password of the Valuable Item‟s Safe Deposit Box kept by the
Executive
Housekeeper. Open the box should be witnessed by Executive Housekeeper,
Assistant
Manager and Security Supervisor. If the Executive Housekeeper absent, the
password should be delegated to Asst. Executive Housekeeper. The password should
be changed monthly otherwise it was used
e)Any found and returned case, the duty Assistant Manager should record on the
Assistant Manager Daily Log.
f) Any else in guest room find left after guest checked – out should report to duty
Assistant Manager and Housekeeping Office. Items left behind inside the safe are
to be locked in the Executive Housekeeper‟s safe for 6 months. Executive
Housekeeper‟s approval should be obtained prior to release these items to finder,
if the cost is over baht 1000, GM‟s approval should be obtained prior to release
these items to finder.
3) Handling procedure for liquor left in the room

a) All liquor found in checkout rooms has to be returned to the Housekeeping
Department and the following rules complied with:
b) Liquor provided by the hotel, opened or unopened, must be retuned to its original
place. (Room Service or Beverage Department)
c) UNOPNED NON hotel bottles have to be kept for 90 days after which they can
be returned to the finder
d) Opened bottles have to be kept for one week. If no one enquires, they are to be
disposed off.It is not recommended to issue open bottles to finder even if
employees are made to sign a waiver of liability.
4) Return to owner
When returning an item to guest
a. A Guest‟s Item(s) Discharge Authorization Form should be complete with guest‟s

signature if a claim is made in person.
b. Authorization Letter/ Document， ID/PP of authorizer, ID/PP of authorized are
required if claim made by a person on behalf of the owner
c. Items return to guest by Mail, to be forwarded to Assistant Manager for handling.
d. While the items are returned, Housekeeping Order Taker should delete the
recorded from hotel system Information Book-Lost and Found immediately.
e. The items return to guest must be done in the presence of Assistant Manager and
security guard.
5. Telephone Enquiries
Any enquiries for lost and found shall be given to the Order taker or person in charge
of Lost and Found. After hours the Assistant Manager on Duty shall take calls.
The following information needs to be recorded:

- Date of Call
- Description of lost article
- Area where lost
- Date when lost
- Telephone, fax and e-mail address of caller
- Mailing address of caller
- Before confirming that the item has been found a physical check shall be
made in the lost and found storage
6. Responsibilities
One person in the Housekeeping Department must be assigned to handle all the
enquiries received by telephone and mail.
A personal letter shall answer all enquiries from the Executive Housekeeper within 3
working days.
7. Mailing
The Hotel will bear the cost of mailing the articles by regular mail. If guest requests a
different method of shipping he will be notified of the cost incurred.
8. Valuable Items
A safe shall be made available in the office of the Executive Housekeeper。
9. Credit Cards
Credit cards shall be recorded according to lost and found procedures and handed to
the Credit Manager for follow up with Banking Institution.
10. Release of unclaimed item

a. A list of all unclaimed items will be prepared by Housekeeping at the end of each
month.
b. The list will be submitted to General Manager for his comments and approval.
c. A gate pass with Executive Housekeeper‟s signature is to be attached with each
item to release to the finder.
d. Housekeeping will inform Security department the date of unclaimed item
release to finder.
e. Staff should show the first copy of Lost and Found slip when he/she brings the
items to leave the hotel.
END
Subject: Date: 01 Mar 2004 Date revised:

Loss/damage reported by guest

LOSS REPORTED BY GUEST
Purpose
1) To assist guests in retrieving the lost articles.
2) To assist guests in reporting the loss to the police.
3) To protect the Hotel from claimant for loss reported by the guests.
Procedure
1) All cases of loss reported by guests must be immediately referred to the Assistant
Manager and the Security Manager for investigation.
2) A guest property loss/ damage report based on the guest‟s information. The assistant
manager will complete describing the incident. A copy of the guest property loss/
damage report will be distributed to the General Manager, Financial Controller,
Front Office Manager, Security Manager for information.
3) Room search will be conducted by Assistant Manger, Security Supervisor and
Housekeeping with the guest‟s consent.
4) Security Supervisor will conduct investigation for the loss reported.
5) If the guest finds it necessary to report the loss the police, Assistant Manager and
Security Department will assist him.
6) Assistant Manger will assist guests in reporting to the respective authorities if there
is loss of passports, airlines tickets or credit cards.
7) In cases where the lost is over RMB5, 000, the Financial Controller should be
informed immediately and will then contact the adjuster to arrange an interview with
the claimant.
8) After a reasonable judgment is obtained from top management, compensation will be
made through the Accounts Office. Claimant must fill in a discharge of liabilities
from in order to prevent any further claims arising out of the same incident.
Remarks
In order to minimize hotel liability for loss, a notice extracted from the Hotel Proprietors
Ordinance must be expressed both in English and Chinese and consciously displayed on
the Reception Desk where the Guests can read it
DAMAGE REPORTED BY GUESTS

Purpose
To protect the Hotel from claims for damage reported by guests
1) All cases of damage reported by guests must be immediately referred to the Assistant
Manager for handling.
2) Assistant Manger will complete a damage report. A copy of this report will be
distributed to General Manager, Financial Controller, Front Officer Manager and
Security Manager for record.
3) Depending on the circumstances, if some form of compensation is made to the guest

concerning the damage, a discharge of liabilities form must be filled in by the guests
to prevent any further claims on the damage
4) All loss and damage in regards to guest laundry will be passed onto the attention of
the Executive Housekeeper
END

Robber,theft, burglary

Standard:
1) To re-assure the guest and obtain full details of the incident to ensure prompt follow up
by
Hotel Security (internal) or police (external). To assist the guest as is appropriate i.e.
cancelling of credit cards etc.
Procedure
1) Assistant Manager is to involve Security in the event of any theft / robbery, be it internal
or external.
2) For all incidents, a complete incident report will be completed by the Security
Department, after the incident has been investigated. Security will be responsible for co-
ordinating any investigation.
3) Assistant Manager is to liase with the guest to ensure assistance is provided as

necessary, i.e. cancelling credit cards, arrange a Security Officer to accompany the
guests to Police Station etc
4) At all times the Assistant Manager / Security Officer is to show empathy to the client.
5) If the incident occurs internally, Hotel staffs are NOT to admit any Hotel liability
without
prior approval of General Manager.
6) All information to be logged in the Assistant Manager and Security logbook.
END
Subject: Attending theft procedures Date: 01 Mar 2004 Date revised:

Purpose
To assure the security of guest and staff properties
Procedure
GUEST AS VICTIM
1) The Assistant Manager, Security Supervisor and Housekeeping Supervisor/ Asst.

Exec. Housekeeper is to be reported, if lost complaints received from guest.
2) If the guest claimed the lost happened in the guest room, a room search will be
carried out by Assistant Manager, Security Supervisor and Housekeeping Supervisor/
Assistant Executive Housekeeper in presence of the guest.
3) If the item is found in room, a record will be put in the Housekeeping Log Book for
reference
4) If the item cannot be found, an internal investigation will be carried out by Security.
5) Security Supervisor will search maid cart, pantry and concerned staff‟s locker with
the assistance from Housekeeping Supervisor/ Assistant Executive Housekeeper.
6) The Assistant Manager is responsible to

a) Complete the incident Report and distribute it according to distribution list.
b) Liaise with the Security Manager to conduct a thorough investigation of the
case.
c) Keep all proceedings and information regarding the case confidential.
d) Keep the hotel management informed of the progress and outcome of the
investigation.
7) The Assistant Manager is empowered only to investigate the case. Other matters such
as compensation for the victim, incrimination or disciplinary action against any
individual (s) are totally up to the executive management to decide.
8) Enter the whole incident into the Assistant Manager Log Book.
EMPLOYEE AS VICTIM
1) Any employee reporting a theft must be diverted to his/her department headfirst.

2) The department head is responsible to inform the Security Manager and Human
Resources Director.
3) Only the Security Manager is able to conduct an investigation of the case and report
the outcome to the Human Resources Director and the relevant department for
further action.
END
Subject: Lost And Found Date: 01 Mar 2004 Date revised:

Purpose
To assure the security of guest properties.
Procedure
1 FOUND ITEMS
a) All items found within the hotel premises have to be channeled to Housekeeping
Office.
b) If for some reasons the item cannot be brought to the Housekeeping Department
immediately, the Housekeeping Office is to be informed that the item was found.
c) The first copy of Lost and Found Report Slip with details in description of item,
founder name, location, date and serial number will be issued to finder.
d) If the items are cash, bag or other valuable items, the on duty Assistant Manager
and Security Supervisor should be called to the site immediately, and witness the
number and pack.
2 STORING OF ITEMS
d) All items are properly numbered, packed, and turned to the Housekeeping
department as soon as possible, the Housekeeping Order taker should entered in
the Lost & Found Record, and update the OPERA Information Book-Lost and
Found as below:
Date and Time/Founder/Items Description/Found Location.
The other staff can search the items from the OPERA System quickly.
OPEAR Information Book-Lost and Found
e) The second copy of Lost and Found Report Slip should be securely fastened to
the article and attached in such a way that it can be read easily.
f) Any items are to be locked in the Housekeeping Lost & Found cabinet or 3
months, except drinks and food will be kept for 1 week after guest checked out.
Valuable item (cost over $ 100) are to be locked in the Executive Housekeeper‟s
Safe for 6 months custody.
g) The Opening Password of the Valuable Item‟s Safe Deposit Box kept by the
Executive Housekeeper. Open the box should be witnessed by Executive
Housekeeper, Assistant Manager and Security Supervisor. If the Executive
Housekeeper absent, the password should be delegated to Asst. Executive
Housekeeper. The password should be changed monthly otherwise it was used or
no.
h) Any found and returned case, the duty Assistant Manager should record on the
Assistant Manager Daily Log.
i) Any else in guest room find left after guest checked – out should report to duty
Assistant Manager and Housekeeping Office. Items left behind inside the safe are
to be locked in the Executive Housekeeper‟s safe for 6 months. Executive
Housekeeper‟s approval should be obtained prior to release these items to finder,
if the cost is over RMB 1000, GM‟s approval should be obtained prior to release
these items to finder.
3. HANDLING PROCEDURE FOR LIQUOR LEFT IN THE GUEST ROOM
All liquor found in checkout rooms has to be returned to the Housekeeping
Department and the following rules complied with:
a. Liquor provided by the hotel, opened or unopened, must be retuned to its

original place. (Room Service or Beverage Department)
b. UNOPNED NON hotel bottles have to be kept for 90 days after which they can
be returned to the finder.
c. Opened bottles have to be kept for one week. If no one enquires, they are to be
disposed off.
It is not recommended to issue open bottles to finder even if employees are made
to sign a waiver of liability.
4 RETURN TO OWNER
When returning an item to guest:

A Guest‟s Item(s) Discharge Authorization Form should be complete with guest‟s
signature if a claim is made in person.
a) Authorization Letter/ Document， ID/PP of authorizer, ID/PP of authorized

are required if claim made by a person on behalf of the owner
b) Items return to guest by Mail, to be forwarded to Assistant Manager for

handling.
c) While the items are returned, Housekeeping Order Taker should delete the
recorded from OPEAR Information Book-Lost and Found immediately.
OPEAR Information Book-Lost and Found The items return to guest must
be done in the presence of Assistant Manager and security guard.
TELEPHONE ENQUIRIES:
Any enquiries for lost and found shall be given to the Order taker or person in charge
of Lost and Found. After hours the Assistant Manager on Duty shall take calls.
The following information needs to be recorded:
- Date of Call
- Description of lost article
- Area where lost
- Date when lost
- Telephone, fax and e-mail address of caller

- Mailing address of caller
Note: Before confirming that the item has been found a physical check shall be
made in the lost and found storage.
RESPONSIBLILITY:
One person in the Housekeeping Department must be assigned to handle all the
enquiries received by telephone and mail.
A personal letter shall answer all enquiries from the Executive Housekeeper within 3
working days.
MAILING:
The Hotel will bear the cost of mailing the articles by regular mail. If guest requests a
different method of shipping he will be notified of the cost incurred.
VALUABLE ITEMS:
- A safe shall be made available in the office of the Executive Housekeeper
- All valuables to be kept for at least 6 months.
CREDIT CARDS:
Credit cards shall be recorded according to lost and found procedures and handed to
the Credit Manager for follow up with Banking Institution.
4 RELEASE OF UNCLAIM ITEM
f. A list of all unclaimed items will be prepared by Housekeeping at the end of each
month.
g. The list will be submitted to General Manager for his comments and approval.
h. A gate pass with Executive Housekeeper‟s signature is to be attached with each
item to release to the finder.
i. Housekeeping will inform Security department the date of unclaimed item
release to finder.
j. Staff should show the first copy of Lost and Found slip when he/she brings the
items to leave the hotel.
Applicable Department Front Office, Housekeeping
END
Subject: Unclaimed Cash Deposit Date: 01 Mar 2004 Date revised:

Refund

Purpose
To establish a guideline to standardize the procedure of refund unclaimed cash deposit to
guest.
Procedure
1) If guest‟s credit balance was not claimed after the guest checked out, the balance
would be treated as unclaimed deposit.
2) Front desk receptionist should use city ledger to check out the room with unclaimed
deposit.
3) After checked out the room, all related correspondences and supporting should be
submitted to Finance Department. Front desk receptionist should keep the copy of
advance deposit voucher and R.C in Front Desk unclaimed deposit File.
4) If guest come back front desk to claim the deposit on the checkout date, front desk
receptionist should retrieve the checked-out room and refund the cash deposit as
normal procedure.
5) If guest didn‟t come back on the check-out date, Credit Manager should key in the
unclaimed deposit information into OPERA Information Book after the check-out
date as below: Guest Name, Co., C/I Date, C/O Date, Unclaimed Amount.
6) If guest come back front desk to claim the deposit after check-out date, front desk
receptionist should search the record from unclaimed deposit list, then verified the
signature with Front Desk advance deposit copy. The on duty Assistant Manager
must be called to witness the refund procedure.
7) Guest should be requested to return the advance deposit voucher, and sign the name
on the paid out voucher as normal paid out procedure, and Assistant Manager should
sign on the paid out voucher: “ Balance be refund, witnessed by
AM_____________”.
8) Cashier dropped as normal procedure, and Assistant Manager delete this unclaimed
deposit information in OPERA Information Book immediately.
Applicable Departments : Front Office /Accounting
END
Subject: Room Found Vacant Date: 01 Mar 2004 Date revised:

Purpose
To ensure that a vacant room will not be charged as an occupied room.
Procedure
1) Reception will check the daily discrepancy report distributed by Housekeeping 3

times a day to verify discrepancies in room status.
2) Any finding concerning room status discrepancies will be reported to the Assistant
3) Physical inspection of the concerned room will be conducted by Assistant Manager

together with a Security Officer.
4) After a thorough investigation of luggage record, room change possibility and the
guest reservation details, Assistant Manager will close the account for the room,
which has been found vacant. Any outstanding balance will be passed to the Credit
Applicable Department : Front Office / Housekeeping
END

Guest Room Master Card Holders

Purpose:
To set up a standard to clarify who can hold the guest room master key.
Procedure
EMERGENCY MASTER KEY-IT CAN OPEN ALL GUEST ROOMS， INCLUDING
DOUBLE LOCK
The Emergency Master key only will be issued to:
1) General Manager
2) Resident Manager
3) Director of Rooms
4) Front Office Manager
5) Executive Housekeeper
6) Assistant Manager
1. MASTERKEY-IT CAN OPEN ALL GUEST ROOMS EXCEPT DOUBLE LOCK
The Master Key will be issued to
1) Chief Engineer
2) Assistant Front Office Manager
3) Guest Relations Manager
4) Chief Concierge
5) Assistant Housekeeper
TIME LIMITED MASTER KEY-IT CAN OPEN ALL GUEST ROOMS DURING
LIMITED TIEM (ESP: 10:00-22:00), EXCEPT DOUBLE LOCK
The Time Limited Master Key will issue to:
1) Room Service
SUPERVISOR KEY-IT CAN OPEN ASSIGNED FLOORS
The Supervisor will issue to:
1) Floor Supervisor
2) Room Maid
Room Maid Key will issue to:
1) Room Attendant
2) Engineering Department
3) All the Guest Room Master Key will be issued and recorded by Front Office
Manager; any lost should be reported to concerned department head and Front Office
Manager immediately.
4) All of Master Keys will be re-newed annually; the concerned departments should
tight control the master keys and raise a check report to Front Office Manager
monthly.
END
Subject: Room Search Date: 01 Mar 2004 Date revised:

Purpose:
To ensure any missing items as claimed by the guest are not found in his room.
Procedure
5) Guest‟s approval must be obtained before a room search can be conducted.

6) Rooms search must be carried out by Assistant Manager and Security personnel in
the presence of the guest
7) Guest‟s luggage and packed items can only be searched with the agreement from
the guest.
8) In cases where the lost item could not be retrieved, Assistant Manager with the
assistance of Security Officer will prepare a loss Report for the guest.
9)
END

Front Office Rebate

Purpose:
.
To follow guidelines for Rebates on Rooms, Food & Beverage, Telephone etc.
Procedure:
A Rebate voucher is used to adjust overcharging of guest account or to process discount

given to guests or to rebate off amount which a guest has disputed. Rebate Voucher must
be approved by the Front Office Authorized personnel as indicated
9) To record rebate at the Front Desk, the Front Office Agents must print/prepare Rebate
Voucher which contains the following details:
- Date, room number, guest name
- An explanation of what is rebated and the reason there of
- The Front Office Agent‟s signature and
- The authorizing signature
- The guest signature
10) All vouchers must have supporting documents attached and approved by the
following person before posting into the guest folios as follows:
a. Duty Manager up to maximum of Baht 2,000.00 or.
b. Front Office Manager and Asst. Front Office Manager of Baht 1,000.00 and above.
3) All posted vouchers should be time and date stamped
END
Subject: Remittance Procedures Date: 01 Mar 2004 Date revised:

Purpose:
To establish guideline for the submission of cash collection by all cashiers.
Procedure:
11) At the end of each shift Hotel Cashiers, or any other employee handling cash will
prepare and complete a Cashier Remittance Slip and enclose it together with the cash
receipts in a plastic envelope and drops it into a drop Safe.
12) A drop Safe equipped with key lock is available at the Front Office Desk to safeguard
the cash receipts.
13) The General Cashier will maintain one key for the drop box while the Financial
Controller or his Assistant will keep the other.
14) The details of the envelope will be entered in the Drop Safe Log Book Summary
which will be maintained at the Front Office Desk with the following headlines:
DATE/OUTLET/CASHIER’S NAME/SIGNATURE/AMOUNT/WITESS/INITIALS
15) The Cash Remittance plastic envelope should be handed to the Front office Cashier
person on duty, who will compare the entry in the Log Book Summary with the
envelope details, initial the entry and drop the envelope in the Drop Safe in view of
person remitting the envelope.
6) The next morning, the General Cashier will open the Drop Safe with an Accounting
clerk to witness the withdrawal of the previous day‟s business envelopes. Each
envelope withdrawn will be checked against the Log Book Summary, just below the
final entry for the day, indicating that all is in order.
7) The deposit summary for the day should then retain on file by the General Cashier for
minimum One Year.
END
Subject: Emergency Serious Date: 01 Mar 2004 Date revised:

Contagious Disease

Purpose:
To maintain any harm to Hotel guests and employees from being infected by the
contagious disease.
Procedure:
1) Upon finding a guest being an serious contagious disease carrier the finder will
inform his respective department head who will in turn will inform the GENERAL
manager and other Senior Executives for action
2) No publicity should be made to other Hotel guests or outsiders to avoid panic and
disorder.
3) Guest will be persuaded to leave the Hotel and seek hospitalization.
4) All linens in the concerned guest room will be washed in bleach to disinfect. Staff
should wear gloves when cleaning the guest room so as to avoid infection.
Company letter should be obtained together with a signed Express Check-out
authorization Form which be put guest room
5) All related Hotel staff who have had contacts with the guest will go through an
tests to ensure that they are not being infected.
6) Further advice should be obtained from a certified medical physician ensure that
the concerned room will be disinfected thoroughly before it is sold to another
guest.
7) The family of the guest will be reached and informed of the situation.
END
Subject: Medical Emergency Date: 01 Mar 2004 Date revised:

Purpose:
Applies to all request made by our guest or hosts
Procedure
1. When the guest complains he would like to go to the doctor we must act quickly
the following steps will assist you in doping so.
2. Ask the guest if they would like to have the doctor on call, if so call Dr Joe on
both his number‟s
3. If the guest insists he/she wants to go to the hospital then follow the steps below
 Call the front office to have a car ready with driver

 Call the hospital to inform them we are on the way
 A car has to be made available even if we have to let guest wait at the airport etc,
they will understand
 Try to explain the symptoms if you can
 Butler or host to go with them if its serious one Manager on duty to accompany
 GM or RM to be informed right away
 Butler, host to call once they at the hospital and to keep GM – RM
 If serious GM or Rm to go to the hospital to give added support
 We must inform the hospital if the guest has any illness or he she takes prescribed
medication or any illness they might have, we must determine this at the first step
 A full report must be made by the butler – host as to what the guest has said and
what has been done by the resort to cover any mishaps that might occur, it must
be documented as it might come back to us down the line.
 A log book of all accidents must be kept at front office in terms of customers and
a report filled out by the MOD or the host who assisted the guest to the hospital
 If the guest stays over night we must look at food if they are allowed
 The spouse having to stay overnight at the hospital
 Any additional assistance they might need to contact their insurance company etc
this must become a best practice
Log book
- Time of call from guest

- Location
- What they have complained about
- Any medication they take due to illness
- Specific request from the guest to their illness

- Time of our driver on stand by
- What hospital we sent them to
- Any over night stay at hospital
- Any request additional from the resort they want if they stay over
- Any food taken to them
We need to be as detailed as possible to ensure we can assist them; as well as cover our
self‟s in regards to claims or future claims on their holiday with the tour operators.
END
Subject: Medicine Date: 01 Mar 2004 Date revised:

Purpose:
The proper handling and issuing of medicine in the hotel
Procedure
1. We must not hand out any aspirin or medication to any guest from our own first
aid box,
2. If they are allergic we may be liable for this and our resort would be sued by the
guests.
3. Refer all guest to a pharmacist and they should purchase their own medicine such
as aspirin etc
4. If they require medical help we must call the doctor first and the doctor should
prescribe what ever they require
5. Please educate and train your host in the above policy and procedure
END

Medical Assistance

Purpose
To establish the guidelines for guest‟s request for medical assistance
Procedure
16) Any guest‟s request for medical assistance must be treated as top emergency by all
hotel staff. The Assistant Manager is responsible to arrange for the speediest
assistance for guests.
17) If guest calls for assistance from guestroom
. Assistant Manager must be informed when a guest calls for a doctor from his/her
room.
The guest is to be accompanied to the Hotel Clinic for consultation during office
hours or, if the guest is unable to move, the hotel doctor must be called to visit the
guest in the room.
The Assistant Manager must first enquire the guest for the circumstances (major
symptoms, possible causes) and check if the guest is able to walk.
a) If the hospital requires monetary payment to enable admittance, the Assistant

Manager should contact Front Office Manager or Credit Manager for approval to
assist with payment
b) Guest Relation staff will follow up with a courtesy call to the guest the following
day either at Hospital or if the guest has returned, at the Hotel.
c) Fruits / flowers may be sent to the guest at the discretion of Assistant Manager,
Guest Relation Personnel.
d) Assistant Manager is to log all the information on the Assistant Manager's logbook
for record purpose.
18) Guest needing medical assistance in public areas of hotel (restaurants, pools, etc).
a) The Assistant Manager must be called to the site of the incident immediately
when such Incident occurs.
b) In principle, the guest should be helped to the hotel clinic for treatment. If the guest
is unable to walk, a wheelchair should be used to bring the guest to the clinic.
c) Necessary Charges must be declared to the guest for doctor’s visit and other related
expenses, such as medication, X ray etc.
d) A description must be written in the Assistant Manager’s Logbook for record.
e) Courtesy calls must be made after the treatment for follow up and consolation.
END

Guest Injury

Standard
To assist the guest in the most effective manner to ensure their comfort and safety is
maintained and Emergency or First Aid is co-ordinated as quickly as possible.
Procedure
10) Assistant Manager is to go to the scene of the accident immediately and inform
11) Security of the incident.
12) Assistant Manager is to assess the incident and if First Aid is required to deliver and
administer this with the assistance of Security.
13) If guest requires hospitalization an ambulance is to be called by the Assistant Manager

through Hotel Operator or alternatively a hotel vehicle may be utilised if the situation
allows. Guest Relation Officer is to escort the guest to the hospital if required.
14) If the hospital requires monetary payment to enable admittance, the Assistant Manager
can authorize the funds against the client's credit card pending the necessary approval
code being obtained. If any difficulties, contact Credit Manager, or Front Office
Manager for approval to assist with payment.
15) Guest Relation staff will follow up with a courtesy call to the guest the following day
either at the hospital, or if the guest has returned, at the Hotel.
16) Fruits/flowers may be sent to the guest at the discretion of the Assistant Manager, Guest
Relation Manager.
17) If injury is severe the ambulance services are to be contacted immediately, on arrival at
the Hotel, the ambulance personnel are to be escorted to the scene of the accident by
Security, and assisted as necessary.
18) In all types of accident/ injuries caused by the guest‟s negligence, any medical fees
incurred will be borne by the guest himself /
19) In cases where accident/ injuries caused to the guest due to the negligence of the
Hotel, Hotel will be responsible for the medical fees incurred; Accounts Department
will follow up on insurance claim.
20) Whenever compensation is made to the guest arising out of the accident/ injury, a
Discharge of liabilities Form must be filled in by the injury, a Discharge of Liabilities
Form must be filled in by the injured guest to prevent further claims concerning the
same incident.
21) An incident report is to be logged in the Assistant Manager and Security logbook for
22) At all times the Hotel staff are to show empathy towards the client.
END
Department: Front office Ref: FO 21 Page: 1/1
Subject: Emergency procedure Date: 01 Mar 2004 Date revised:

for guests

Distribution: All Date issued:
Purpose
We must ensure that we are on our toes in regards to customer care and prevention of
accidents, some we can see the others we may not anticipate until that accident happens;
therefore we must look at certain points for the 1st June.
1. we must set up a snake bite procedure and our emergency evacuation to the
nearest venom bank hospital
2. guest being stung by jelly fish
3. guest cutting their foot on the rocks at the beach or else where
4. Falling off an elephant
5. canoe accident in regards to turning over in the channel, as we have no rescue
dinghy
6. doctor on call how long will it take to get him here, until we find a nurse
7. first aid boxes – beach to include vinegar and pestle and morta for the „Pak boon
talay‟ remedy for jellyfish sting
END
Subject: Emergency procedure Date: 01 Mar 2004 Date revised:

for accidents
Resident Manager General Manager:

Distribution: All Department Head Date issued:
PURPOSE
We must ensure that we are on our toes in regards to customer care and prevention of
accidents, some we can see the others we may not anticipate until that accident happens;
therefore we must look at certain points for the 1st June.
1. We must set up a snake bite procedure and our emergency evacuation to the
nearest venom bank hospital
2. Guest being stung by jelly fish
3. Guest cutting their foot on the rocks at the beach or else where
8. Falling off an elephant
9. Canoe accident in regards to turning over in the channel, as we have no rescue
dinghy
10. Doctor on call how long will it take to get him here, until we find a nurse
11. First aid boxes – beach to include vinegar and pestle and morta for the „Pak boon
talay‟ remedy for jellyfish sting
END
Subject: Fire Extinguishers Date: 01 Mar 2004 Date revised:

Purpose:
In regards to the positioning of the resorts fire extinguishers I would like to have a
detailed map of each location and type of extinguisher we have
Procedure
1. The responsibility of the upkeep of the extinguishers should be done via two
sections engineering and our security team to cross check each other.
2. Each extinguisher should have a bin card attached with the date of inspection, also
indicating what type of extinguisher in English and in Thai.
3. This should be done on the 1st of each month and the security officer to check
each one, and then he will submit his check lists to the following persons as
inspected and full.
The report will be sent to the following:
General Manager
Resident Manager
Financial controller
Engineering department
And one copy with the security team for future references.
All the procedures need to be kept and logged monthly as we will get a fire inspector
from various tour operators to double check our controls and systems.
This to be in effect as of this policy engineering to handle first until we change security
companies
END
Subject: Back of house Date: 01 Mar 2004 Date revised:

Emergency exit signs

Purpose:
All kitchens back of house areas as well as host housing must have
Signage indicating
Procedure
1. Emergency exits and way out in case a fire begins in any section
2. Each department head is responsible to ensure that all sections and walkways out
of kitchens etc are well sign posted and directional arrows to indicate the way out.
3. This must be set up as soon as possible and a training day done for the exit signs
so that your hosts will know the way out I case of an emergency.
END
Subject: Attending to victim of Date: 01 Mar 2004 Date revised:

tragedy (death )

Distribution: All Department Heads Date Issued:
Standard:
1) Notify the Hotel's General Manager, Manager, Security Manager and the Authorities
immediately.
2) Draw the minimum of attention to the incident. If the incident has occurred in a public
area, the area should be screened off until the arrival of the authorities, and onlookers
moved on. At no time should any staff make statements to the press.
Procedure
23) Assistant Manager to ensure relevant personnel, and authorities notified.
24) Assistant Manager to ensure minimum attention is drawn to the incident.
25) If a death occurs in a public area, the area to be screened off and onlookers moved on.
No one is to touch or move the body unless directed by the authorities.
26) Authorities will take over and with the Security staff handle the incident.
27) Next of kin are to be advised pending the instruction of the General Manager / Manager.
28) Assistant Manager to be prepared to assist immediate family / friends, if guest is

accompanied, in a private area
29) An incident report to be completed by Security.
30) Assistant Manager to log all information in the Assistant Manager's logbook.
Aim
To provide a guideline to Security on how to handle a "DEAD BODY" found situation.
Procedure
1) Inform the Security shift I/C, Manager, Assistant Manager, and Security Manager to
proceed to scene immediately.
2) Assign a security officer to cordon off the area, only authorised staff at scene. Any
onlookers to be moved on, politely but firmly.
3) Assign a security officer to the scene together with oxygen kits / mobile first aid box.
4) Security Manager will inform the General Manager / Manager and advise location of
the incident if this has not already been done.
5) Security Manager to double check that the Operator has called Police and Ambulance
services, further to the initial instructions of the Assistant Manager.
6) The Concierge staff will guide the Police & Ambulance to park at Loading Bay area.
7) The Security Officer will programme the a service lift on standby position on
concerned floor for Police and Ambulance personnel to use.
8) No staff may remove any items or the body from the scene.
9) Security Shift I/C to set up an incident control point nearby the scene, i.e. in a vacant
guest room
10) Once the police arrive, a hand over of the incident to the authorities must occur.
11) All staff are required to leave the scene, except the those designated by the authorities.
One Security Officer is to remain to stop the press / reporters, and is to be accompanied
by the Communications Manager.
12) All staff to be briefed, NOT to release any information to the press or any other
colleagues.
13) Communications Department will inform / prepare the press release in conjunction with
General Manager / Manager.
Aim
To provide a guideline to ensure Security Officers handle the incident properly.
Procedure
Inside hotel premises

1) Inform Shift I/C, Manager, Assistant Manager, and Security Manager and advise
location.
2) Check any injuries / casualties involved, if any, inform Operator to call ambulance.
3) Station one Security Officer to cordon off the scene to avoid the unauthorised person to
enter.
4) Check guest any lost or damages and injured how incident happened.
5) Prohibited any press released.
6) Security Manager will inform the General Manager / Manager and Communications
Department.
7) Do not remove any items and double lock the room by Assistant Manager.
8) Report to police for further action.

9) Follow up and final review by Security Manager
Inside hotel premises
1) Inform the Security Shift I/C to meet the guest and assist with statement taking.
2) Check any injuries / medical assistance.
3) Escort the guest to police station for report
4) Security Manager will follow up with police and make a report of the incident.
END
Subject: Slept Out Room Date: 01 Mar 2004 Date revised:


PURPOSE
To check if the guest will continue his stay in the hotel or he has been away from the
hotel for some reason
PROCEDURE
1) The Assistant Manager will check the discrepancy report everyday in which slept out
room is indicated.
2) The Assistant manager will conduct a physical check of the concerned room with a
security officer to see if the guest‟s luggage is still in the room.
3) The Assistant Manager will also check the guest‟s bills to see if he has an
outstanding balance unsettled. Meanwhile, RC and correspondence should also be
reviewed.
4) Reception and bell service will be enquired if the guest has mentioned that he will be
out of town or if he has an outgoing luggage record.
5) The Assistant Manager will also contact the booking source about the situation of the
slept out guest.
6) Depending on the situation, the Assistant Manager may double lock the concerned
room and leave a message to the guest asking him to contact the Assistant Manager
when he comes back.
7) Housekeeping and reception will be kept informed of the progress of investigation.
END
Subject: House Use Rooms Date: 01 Mar 2004 Date revised:


PURPOSE
Hotel guest rooms used by hotel staff on special occasions such as typhoon stand – by for
delayed flight or large conventions or any other valid reasons are termed “House – use
Accommodation”. Prior approval should be obtained from the General Manager.
PROCEDURE
Requests for House – use rooms from department of the hotel
8) Department Heads or their assistants should fill out a “House- use Accommodation
Form‟ for the approval of the General manager or the executive assistant manager.
9) The name and number of persons occupying the rooms, length of stay requested, the
date and the reasons for staying in –house should be clearly put down on the form.
10) After the request has been approved, the reception desk will block off the number of
rooms required for the hotel staff.
Key Issuing
Room keys for “house –use” rooms should only be issued from reception desk to
department head or designated staff concerned, who will be responsible for distribution.
Key Returning
The following day before 09:00 hours, the department head concerned or his delegate
should return all keys to reception desk in personal and inform cashier for check out.
Reception Desk should then inform the housekeeping department to clean up the room.
Applicable Departments: All Concerned Department
END
Subject: Do Not Disturb Room Date: 01 Mar 2004 Date revised:


PURPOSE
1) To ensure Room Service is provided to all rooms in a manner that causes the least
disturbance to guests.
2) To ensure the status of a room is checked regularly so that guests that need help
would not be left unattended in the room for a long time
PROCEDURE
1) „Do not disturb‟ knob
A guest that does not want to be disturbed in his room can choose to put up this knob
outside the room. When such a signal is on, all hotel personnel, unless having a
precise instruction form the guest, is strictly prohibited room knocking on the door or
getting access to the room.
2) Handling by Housekeeping staff
Floor Housekeeping staff keeps a record of the provision of service to rooms daily.
When service is not provided to a particular room by 14:00 hours due to a continuous
signal of the DO NOT DISTURB hanger, Room Attendant should notify the Floor
Supervisor. Floor Supervisor should check if there is any prior special instruction
given concerning the room. If not, Assistant Manager should be informed to follow-
up.
3) Handling by Assistant Manager

Assistant manager will call up the room to inquire tactfully the well being of the
guest and if he needs any service to the room. Instruction of such should be passed to
housekeeping subsequently for follow- up. If there is no answer to the call. Assistant
manager is to make decision of going into the room together with security officer to
make investigation or to make any other action.
Applicable Departments: All Concerned Departments
END
Subject: Hotel Skippers Date: 01 Mar 2004 Date revised:


PURPOSE
. 1. To prevent any guests who leave the hotel with an outstanding balance unsettled.
2. To prevent any loss of hotel revenue
PROCEDURE
1. For those who do not have advance booking and would like to settle their bills by cash
should require to pay certain amount as deposit to cover their accommodation and
incidental charges.
2. For those who pay by credit card, the cashier should get approval code from the credit
card center as early as possible.
3. If a guest can only pay for one night deposit and is gong to stay long, ask the Room
Attendant to pay more attention to the movement of his luggage.
4. This guest should be contacted on the next day regarding the payment of covering the
remaining days of stay.
5. The Assistant Manager should pay more attention on room found vacant cases.
6. A clear and accurate luggage record should be kept in bell service for reference in case
there is any room found vacant.
7. If a room is found vacant with an outstanding balance, the Assistant Manager should
first conduct a physical check with a security officer to confirm the room status.
8. He should also, go through the RC, correspondence etc, to check if the guest is a
skipper. Sometimes, a detailed telephone bill is useful as phone numbers may be found
in it to show with whom the guest has spoken to in case there is no trace of finding out
the guest or his company.
9. Pass the case to Credit Manager and follow the instructions from the Management.
10. Make an entry in the AM log book with copies of RC, correspondence and bills
attached.
Applicable Department: All Concerned Departments/
END

Access to public area

Purpose:
3) To ensure that no undesirable will enter into the hotel premise.

4) To protect the guest/staff /hotel properties of being lost.
Procedure
11) The Assistant Manager should cooperate with security at all time.
12) Security Guards should be conducted frequently to prevent any suspicious characters
entering in the hotel premise.
13) House patrol should be conducted frequently to prevent any suspicious characters
entering in the hotel premise.
14) If an undesirable is found, the Assistant Manager should be informed and with the
assistance of security, to undesirable should be asked to leave.
15) For those who deliver food, fruits or other items to Housekeeping/kitchen etc, should
use the staff entrance.
16) If they use the hotel main entrance, the Assistant Manager/Security Officer should
escort them to the staff entrance and ask them o pass through the same whenever
they deliver anything to the hotel.
17) The Assistant Manager should always walk around the lobby to check if any hotel
guest is disturbed by the local people who are using the lobby as meeting place.
18) Never allow any salesman to go into the lobby to carry out business with hotel
guests.
19) Sometimes doors should be locked to curb the inflow of outside guest; it happens
when the hotel lobby is overcrowded.
END

Damage to hotel property by guest

Purpose
To ensure that proper record is taken on hotel properties damaged by guests.
Procedure
5) Staff should report any hotel properties damaged by guest to their immediate
Supervisor.
6) Supervisor will report the damaged items and their locations to Assistant Manager.
7) Assistant Manager will go with Security Officer to the said location to investigate
and a photo will be taken for reference
8) If the location is a guestroom, room attendant will be instructed to make up room

except the affected area as an evidence.
9) Housekeeping/Engineering will be consulted regarding the charges of the damaged

items.
10) A message is left to the guest asking him to contact the Assistant Manager if he is not
around
11) When the guest approaches, Assistant Manager should ask tactfully if he is aware of
the damage. If he admits and agrees to compensate, a miscellaneous Debit Voucher
should be prepared for him to sing.
12) If the guest denies to have caused the damage and refuses to pay the compensation,
Assistant Manager should try very best to explain and convince him to settle the
charge. If he still insists, higher management will be referred for further action.
13) A hotel property loss/damage report will be filled and distributed to departments
concerned. Meanwhile, an entry is made in the Assistant Manager Log Book for
record.
END
Subject: Telephone & Fax Date: 01 Mar 2004 Date revised:

Management

Purpose:
To ensure proper handling of telephone & fax management..
Procedure
1. Opening DDD and IDD function for extension, must be approved by General
Manager.
2. Get approval from department head before make a private local call
3. Get approval from department head before make a private long-distance call.
Make the call at specific place and record (see attachment), pay the fee according
to telephone receipt at the end of next month
4. For those make a private call without permission, would be punished. For who
received repeated criticism but no alteration, would be dismissed
5. For those make service calls, would be punished. For who received criticism but
no alteration, would be dismissed
6. Faxes should be sent by secretary, secretary must record all long-distance faxes.
7. The institution implement from the date of issuing, incomplete part would be
modified afterwards
END
Department: Human Resources Ref: FO 33 Page: 1/1
Subject: Telephone Use Date: 01 Mar 2004 Date revised:
Prepared by: Approved by Approved by:

Distribution: All Department Head Issued:
Purpose
The main purpose of the telephones at ..........Resort is to conduct business. Employees

should not make personal or long distance calls from ............Resort telephones. Pay
telephones are available in the break room for local and long distance calls.
The use of mobile phones in any part of the hotel is prohibited unless the phone has been
approved as job related by the management.
This policy may be waived in case of an emergency.
END

Sales Manager Int. Call

Purpose
To establish the guidelines and procedures for Sales Manager making business DDD call,
and tight control hotel telephone cost
Procedure
20) Hotel will provide DDD phone call password for Sales Managers, all Sales Manager should
use own password to make business DDD call.
21) Director of Sales & Marketing should provide the Sales Manager‟s Name List to Front
Office for applying the DDD phone call passwords from Telecom. If there are any new
coming or leaving staff, the name should be informed Front Office immediately, Front
office will apply/cancel the password as soon as possible.
22) Every Sales Manager should keep his/her password properly, and do not leak out to other
person
23) Director of Sales and Marketing should review the telephone bills monthly and ensure all
staff use
the DDD call for business purpose only.
END
Subject: Walkie talkie usage Date: 01 Mar 2004 Date revised:


Purpose
Various departments have walkie talkies for communication during their working hours
to ensure a more free flow to their operation the following channels must be used for the
those departments.
By shift end all walkie –talkies have to be returned to their attached offices
Front office:
Food & Beverage:
Kitchen:
Engineering:
Human Resources
Security:
Housekeeping:
END
Subject: Resort vehicle Date: 01 Mar 2004 Date revised:

ownership
Prepared by: Approved by: Approved by

Purpose
 Two Cherokee jeeps under front office manager
 Club cars under front office manager
 Two staff host transporters under personnel department
 Purchasing car under front office manager
 Rental cars under front office manager
 Tuk tuk under engineering manager
 Housekeeping transporter under housekeeping manager
 All new resort vehicles will pass through the front office manager for first initial
key control and the vehicle would then be handed over
 Finance department and personnel to ensure all vehicles are licensed and changed
before the expiry date
END
Subject: Vehicles Date: 01 Mar 2004 Date revised:


Purpose
1. All vehicles would be under the control of the front office Manager in regards to
all front of house usage; including all club cars.
2. Staff transportation would under the personnel department.
3. Engineering would be responsible for the back of house tuk tuks and any other
vehicle they have.
4. Food & Beverage are responsible for the utility car, maintenance must be
delivered from the engineering and or supplier as and when required
5. All cars must have their water and batteries checked daily
6. Tire pressure must be as manufacturers specification
7. All vehicles must be checked once a week for damage or small discrepancies by
the Manager of the department and a log book prepared
8. All manufactures mileage or preventive checks must be adhered to and logged
9. An authorized dealers garage must be located, and checked for all vehicles this is
under the responsibility of the manager of the department
10. Weekly and monthly preventive checks must be carried out.
11. Not following the above will be a cause for discussion and action taken if found
negligent toward the assets of the Resort.
12. Oil and filter changes must be done regularly
13. Car care in terms of washing must be done daily for all vehicles including staff
buses and staff seats cleaned
14. Front of house vehicle should be cleaned for all arrivals and departures.
15. All vehicles should have spare tyres and a regular check done to ensure the tyres
is full of air, a weekly log has to be set up
16. Cleaning and washing equipment must be in all vehicles at the resort
17. Club cars must have them checked and maintained we must look at stains and
loose nuts and bolts for the roof shades
18. Safety all vehicles on the resort grounds must be driven carefully and a training
from each section has to be done and logged as part of their training program and
continued
19. Key control policy for all cars to be introduced, sign in and out
20. Accident report forms to be implemented
END
Subject: Front Office Club Cars Date: 01 Mar 2004 Date revised:

Purpose:
All guest transportation around the resort are under the front office managers control, the
following steps must be adhered to; to improve or delivery of service to our guest
Procedure
1. Upon new arrivals resort host drivers to be on stand by their vehicle with a
walkie talkie equipped with an ear piece for silent communication through the
resort.
2. Club car service at the beach entrance during the day one car must be
available around 4 : 30 to 5:30 at the entrance to pick up guest
3. Same applies at the main restaurant where guest will leave the pool, resort
hosts at the pool will call first to ensure the vehicles are on stand by
4. Evening times cars must be made available at both restaurants or a clear
communication must be done between restaurant host and front office club car
drivers
5. We must anticipate the needs by being there first, guest coming from the
beach or pool, and guest from the restaurants we must try to work out a near
to a perfect pick up.
END

Driver & Airport Rep Phone
Allowance

Purpose
To set a clear standard for drivers and airport representative telephone allowance.
Procedure
1 . Hotel will prepare 6 mobile phones and ear sets for drivers and airport representative.
2. The 5 mobile phones for drivers will be fixed with the concerned vehicles, the one
mobile phone for airport representative will be held by on duty airport representative.
3. Hotel will give every mobile phone ...allowance per month, the allowance will be
billed into the phone‟s account directly
4. The Finance Department will bill the allowance to the concerned mobile phone‟s
account.
5. If the driver goes out for long distance trip it will be given the additional ...../per day
as business call allowance, account will bill the money to the mobile phone according
to the transportation request form.
END

Driver Outside Meal &
Accommodation

Purpose
To set a clear guideline for driver‟s outside meal and accommodations.
Procedure
1) Hotel driver drive hotel car out for business purpose, and he/she can‟t come back hotel for
duty meal during the meal time, hotel will give the concerned driver meal allowance.
2) Meal allowance is .... for Breakfast, ...... for Lunch or Dinner
3) Every month, the driver captain should raise a meal allowance report with the attachment of
Guest Check Copy/House Use Vehicle Request copy to Front Office Manager, after FOM
approved, the report should be delivered to Accounting Department by 25th every month.
4) The meal allowance will be billed to the concerned staff‟s salary account together with the
salary monthly.
END

Controlling Of Hotel Vehicles

Purpose
To set up guidelines for the utilization of above captioned.
Procedure
1) To ensure tight control on hotel vehicle and prolong its life span and concerned
department to be more service minded and achieve guest satisfaction and generate
more income on transportation from the guests.
2) All limousine service should be billed to guest. Complimentary requests should be
approved by General Manager or Resident Manager.
3) It is anticipated that most limousine service will be charged to room guest via
folio. However, in the event that a guest insists to pay cash, such should be
marked on the transportation debit voucher.
4) All originals of canceled transportation debit voucher should be retained.
5) At end of shift, a daily transportation sales report attached with and supported by
copied of all used limousines service vouchers including complimentary use will
be passed to Account Department.
6) For controlling and recording purposes, monthly breakdown on fuel consumption
for hotel cars and monthly breakdown on construction tickets will be prepared by
Front Office and passed to Account Department
7) Surprise check will be conducted by Income Auditor， however primary control
should rest on the Transportation Captain.
1. Limousine Utilization
1.1. Authorized vehicle is strictly for only the particular department usage:
1.2. Sales Department for the purpose of visiting guest and generate justifiable
revenue
1.3. Account Department for the purpose of visiting banks, governmental office etc.
1.4. Department using the hotel transport is responsible to any misuse of the said
vehicle.
1.5. If the hotel transportation is not available. Unless otherwise, strictly all city
communication should be used public buses. If taxi is required, the prior
approval from General Manager must be attached for reimbursement otherwise
will be charged to your personal account
2.0 Privileges
2.1 Senior Executives:
Entitled to use limousine for business and personal purposes subject to
availability.
2.2 Department Heads A&B:
Allowed to use company car for business purposes only with prior approved
requisition (subject to availability) and a 30% discount will apply for non-
business use
(guest first and subject to availability)
2.3 Airport pick-up and return (include for spouse (if any) as per employment
contract) for
R&R, Annual leave, Arrival and Completion of Contract.
3.0 Requisition Procedures

3.1 The attached form is to be completed by the person concerned
3.2 The completed form is to be handed in to the General Manager‟s office for
approval
well ahead of the required time. In the event of General Manager out of town,
then to
obtain the approval from the designated personnel.
3.3
a. Normal Day: Requisition should be made in one-day advanced.
b. Public Holiday, Saturday & Sunday: Requisition should be made before

those days
3.4 The approved requisition form will be forwarded to the Chief Concierge to
liaise with the Transportation Department
3.5 In case the request is regretted, the person concerned must be advised in timely
manner in order for him / her to make alternative arrangements.
3.6 Because of the shortage of limousines and the growing demand, all extended
privileges should not be abused
4. Recommendation
4.1 With each car getting older gradually, the effects of natural wear or tear will naturally
increase:the Transportation Supervisor is responsible for proper regular
routine maintenance
and the budget of related costs.
4.2 All cars should be well maintained at all times, in perfect driving condition and top
cleanliness
4.3 The Transportation Supervisor must make a maintenance plan one month ahead
before each quarter (Maintenance form of the Hotel‟s Vehicle attached) to General
Manager / Deputy General Manager and Financial Controller / Deputy Financial
Controller for approval.
4.4 The driver fills in the maintenance requisition together with the quotations, forwards
it toTransportation Supervisor for checking. After which, it will be endorsed by
EAM- Rooms, and submit to Deputy Financial Controller, Financial Controller,
Deputy General Manager for approval. Then, the vehicles can be sent for
maintenance.
For emergency case, the driver should obtain verbal approval from Transportation
Supervisor and EAM-Room before the vehicle is being repaid. After that, the follow-
up of its formality with the damage reason & related expenses while the vehicles are
sent repairing must be endorsed by both Transportation Supervisor and EAM-Rooms
before forward the maintenance
requisition to Executive committee for approval.
4.5 All cars are required to return at night for parking at the hotel: overnight utilization
requires previous endorsement from the General Manager
4.6 No car can be used before approval of requisition except in emergency situation.
END
Subject: Host transportation Date: 01 Mar 2004 Date revised:

Purpose
Transportation will be provided for all hosts to come and go from work 365 days per year
 A schedule must be provide in all back of house areas and staff notice boards
 They must be changed one day prior to any new change in policy and the staff
directed towards these changes by a memo from personnel department one week
before.
 Special bus runs must be allocated twice a day for three times a week
 Tuesday, Thursday and Saturday
 Pick up and drop off time must be specified
 Special bus runs on pay day should be set up for this one day in every month
 Special days or public holidays; care must be taken to assign host transportation
such as Christmas etc from and to the resort when we are full and have special
functions
END
Subject: Host transportation Date: 01 Mar 2004 Date revised:

Purpose
Transportation will be provided for all hosts to come and go from work 365 days per year
All staff transportation must be maintained as per manufactures mileage and guarantee is
concerned for the first year
 Proper oil change must be made

 Log books for the key control and shift handover
 Log book for the service record
 Log book and fuel control must be made( Financial must be involved in this set
up)
In regards to break down of one of our host transportation alternative transportation must
be found to ensure we maintain our schedules and host delivery at all times.
An additional cost must be set into the budget to cover for 6 days per year of having to
rent a vehicle
 Tire pressure to be checked daily

 Tyres must be checked for nails etc
 Water in the windscreen bottle to be filled daily
 The vehicle must be cleaned once daily twice if very dusty
 Rain covers for the monsoon season must be fitted one month before it begins the
monsoon season
END
Subject: Resort transportation Date: 01 Mar 2004 Date revised:

vehicles

Purpose
 The resort has a variety of vehicles for guest contact to back of house deliveries
and garbage removal, to our host transportation to and from work.
 All vehicles must have a log book for sign in and out for the keys and all keys are
kept with the telephone operator.
 Noncompliance with key control for vehicles will be considered a breach of work
standards and disciplinary action will be taken
 All resort vehicles under each department must be sent for regular service as per
manufacturers log book and correct mileage kept and all work carried out on the
vehicles must be brought up in the morning briefing
 Club cars must have a regular check daily and weekly to ensure no nuts or bolts
are loose, which could cause an accident to host or guests alike
 Brakes must be tested for all vehicles no vehicle will be used with a faulty or sub
standard break system that vehicle must be taken off the road and sent for repair
right away.
 All vehicles must be cleaned once a day as per department heads cleaning
schedule
 All vehicles must have cleaning materials kept near by
 All vehicles must have the tools for repairing while out on the road
 All spare wheels to be checked weekly for tire pressure and maintained, again non
compliance will regarded as neglecting work duties and disciplinary action will be
taken on those who disregard this policy
END
Subject: Mail Centralization Date: 01 Mar 2004 Date revised:

Purpose
Provide mail centralization service for the convenience of both hotel guests and internal
departments.
Procedure
Guest Mails
a. Guest mails will be centralized at Business Center and BC clerk to take record on the
Guest Postage Record Sheet upon receiving to record guest names, mail destination,
postage required, payment method. (Same attached)
Office Mails
a. All department secretaries and staff at level 2 and above are eligible to send their
office mails through e-mails
b. Other printed mails are to be put into the “pigeon box” , which is checked & cleared
at least 5 times a day
Employee Mails
a. Are sent through FO, into pigeon box and distributed by dept head.
END
Subject: Online Newspaper Date: 01 Mar 2004 Date revised:

Purpose
To establish the guidelines for Online Newspapers, provide more newspaper choice for
guest, and promote hotel Internet service
Procedure
The Popular Newspapers & Game Websites List will be put on the desk in every guest
room.
A. If the guest‟s Nationality is Known
1. BC staff check the daily arrivals nationality
2. If guest‟s nationality is not Chinese, refer their nationality with the newspaper
list.
3. If Nationality is on the list, go to BC and print the newspapers that correspond to
that nationality.
4. After the newspapers have been printed, GRO go to the guest room to put on the
desk the “ Popular Newspapers & Game Websites List”.
5. Upon check – in GRO explain these are the daily headlines and if they would like
to read more, the BC would be able to help them. Also explain that they can
access it from their room as well, by connection to the Internet with their
personal computers or rent a computer from BC.
B. If guest nationality is Unknown

1. If a foreign guest is checking in, please verify their nationality.
2. After check in GRO or bellboy accompany guest to the room, then introduce the
Popular Newspapers & Game Websites List to guest and allow them to select
whichever newspapers they would like to see.
3. Explain that they will receive the daily headlines in their room shortly and if they
would like to read more, the BC would be able to help. Also explain that they can
access it from their room by connecting to the Internet with their person
computers or rent a computer from BC.
4. After the guest has checked in, take the guest selection to BC and have them print
the selected newspapers.
5. Once printed, give to bellboy to deliver to room.
END

Assistant Manager log book

Purpose
To keep a record of all guest complaints and irregular cases for GM & senior executives‟
reference.
Procedure
1. Assistant Manger Logbook will use e-mail instead of paper logbook, Front Office
Manager should design the format before hotel opening.
2. The assistant manager should write clearly and precisely when making an entry in the
logbook.
3. Any information regarding the guest such as booking source, period of stay, etc. should
also be included in the entry.
4. Assistant manager should put the name on the end of the entry to show GM/Senior
executives that he was the duty assistant manager who handled the case/guest.
5. Assistant manager has to make sure that the logbook is sent to GM before 8:00 clock
every morning
6. Follow up the instructions written by GM/senior executives and take copies of the
logbook to the related departments if necessary
END

Daily Log Book

Purpose
To record all daily information on the operation of each section within Front Office, keep
good communication
Procedure
1. The attached forms will be used for each applicable section.
2. The Daily Log Book forms will be printed on end of every month, and held in a folder
in each section.
3. It is the section managers or supervisors responsibility to ensure that the Daily Log is
filled in correctly and accurately.
4. In the absence of the section manager or supervisor, the captain or shift leader should
be trained in how to ensure the staff filling this out correctly and accurately.
5. Budget and Manning Guide information for each month should be obtained from Front
Office Manager each month, and daily revenue should be obtained from the morning
shift Assistant Manager.
6. The Daily Log should be completed at the close of each shift.
7. A member of the section should take the Daily Log‟s to the Assistant Manager before
08:00 daily.
8. The Daily Log‟s will then be reviewed by Assistant Manager and Front Office
Manager and returned to all sections on the Daily FO Morning Briefing.
END
Subject: Inspection form Date: 01 Mar 2004 Date revised:

Purpose
 All resort inspections must be logged and information gained from the tour or
travel agent should be noted.
 Attached is a basic form for all resort inspection requirements from our Hosts.
 Front office manager should ensure his hosts are well trained and that we get all
name cards and a feed back from the agents to assist us in ensuring we can meet
their client‟s needs this info should be kept and filed.
END

Guest In Room Safe Opening
Procedure

Purpose
This Procedure provides standard and guideline to open guest room safe.
Procedure
Storage and Collect of the De-coder:
1. Security Department is responsible to keep De-coder in the NO. X safe deposit box.
The key to the safe deposit box is kept by security office. The password for opening
the in room safe is kept by Assistant Manager.
2. The De-coder must be put into an envelope and sealed. Before sealed, Assistant
Manager on duty and Security Supervisor shall sign on the opening of the envelope
and then seal on it with stick tape.
3. Before or after opening room safe, Assistant on Duty and Security Supervisor shall
open the X safe deposit box and collect and return the De-coder together. Assistant
Manager shall have an “ Log Book for room safe opening”. User name, room
number, time in, time out, items in the safe, guest signature shall be recorded on it
and countersigned by Assistant Manager in duty and Security Supervisor.
Opening guest room safe:

For occupied room:
1. It must be required to open the room safe by guest only. While the safe is being
opened, the guest must be on the scene
2. As soon as the Assistant Manager receives the request from the guest, the Assistant
Manager shall check the guest information in the computer and identify the guest.
3..If the guest identity is in order, the Assistant Manager and the Security Supervisor
shall open the X safe deposit box together and collect the De-coder and log book for
room safe opening and then go up to guest room to open the room safe.
4. Before the safe is opened at the present of the guest, the Assistant Manager shall
confirm the items in the safe with guest, ask guest to sign on the “ log-book for room
safe opening”for approval of opening the safe, then open the safe, record the items in
the log-book and check the items are identical with ones which guest claims.
5. After opening the safe, the Assistant Manager and the Security Supervisor shall seal
the De- coder and return the “log-book for room safe opening”.
6.. The Assistant Manager shall record the case on the log-book before off-duty,
including the guest name, room number, name of Security Supervisor, time into guest
room and time out of guest room.
For non-guest room
1. After receiving request to open room safe in non-guest room from Housekeeping, the
Assistant Manager shall check the guest information in the computer immediately and
make sure no guest stays in this room.
2. The Assistant Manager and the Security Supervisor shall open the X safe deposit box
together and collect the De-coder and then go up to guest room to open the room safe.
3. If there are items in the safe, the Assistant Manager and the Security Supervisor shall
check the items and record it and countersign on the “room safe opening log-book”.
4. The items in the safe and the record shall be handed over to “ Lost and Found” in the
Housekeeping. During the night shift, it shall be kept in the Assistant Manager‟s safe
deposit box and hand it to Housekeeping as soon as possible the next day.
5. After opening the safe, the Assistant Manager and the Security Supervisor shall seal
the De-coder and return the “log-book for room safe opening”.
6. The Assistant Manager shall record the case on the log-book before off-duty,
including the guest name, room number, name of Security Supervisor, time into guest
room and time out of guest room.
END
Subject: Garbage sorting at staff Date: 01 Mar 2004 Date revised:

accommodation

Purpose
Garbage sorting and separation is the responsibility of the personnel department in terms
of educating and setting up training for all new hosts as well as a monthly update and
refresher.
An area must be located to keep the bins and all lids must be kept down with a stone top
reduce vermin trying to get in.
All garbage bins must be labeled as follows:
 Plastic bottles
 Tin / cans
 Bottles glass
 Paper & cardboard
 Wet food for the pig man
 Dry food items such as fruit peeling etc
All boxes must be broken down to reduce space and to keep the area clean and tidy.
All garbage must be collected once a day and removed to the B.O.H garbage areas.
END
Subject: Gardeners Date: 01 Mar 2004 Date revised:

Purpose:
To ensure proper handling of tools and working procedures.
Our gardening hosts are an important aspect and support for our operation therefore
training must be set for them in the following tasks while they are duty at the property to
ensure we integrate them as gardening hosts.
Procedure
1. All gardeners should stop working when guest pass them; they should down tools
and Wai the customers with a friendly smile to go with it.
2. Training must be conducted by HR department on a monthly basis in regards to

customer attention
3. Additional training must be done to improve their English skills and a full program
set up for them
4. Grooming must be well introduced as well as their care to their uniforms and
shoes.
END
Subject: Resort Fogging Date: 01 Mar 2004 Date revised:

Purpose:
The fogging machine is under the control of the chief gardener and his team. They are
responsible to follow the below specified daily fogging routine
Procedure
1. Every morning fogging will begin at the front gate and continue past the spa fitness
room and reception area and past the swimming pool only
2. First stage for fogging will be 6:00 am daily

Second stage would be the afternoon from 4:30 until 5:30
3. The afternoon would consist of all the villas and zones, the team will walk the property
and ensuring that the fogging is done underneath each villa or location that may harbor
mosquitoes
4. All department heads should keep their eyes open for any stagnant pools around the
property and report them directly to the chief gardener so that he may take action right
away
END
Subject: Emergency Date: 01 Mar 2004 Prepared by:

Lift Malfunction
Approved by: Approved by:
Prepared by:
Procedure
1) To release the guests and return the lift to operation in the quickest possible time
with the assistance of the lift company (Schindler). To maintain verbal contact
with the passengers via the lift intercom to assure passengers of their release and
to have the passengers met once released from the lift to ensure their well-being.
To be prepared to apply any First Aid as may be required when the passengers
are released from the lift.
Duty Security Officer at Timekeeper
1) On receiving the alarm through lift panel or in-house paging system:
2) Proceed to Security Control Room to identify the lift number through the lift
control panel.
3) Speak through the intercom to the concerned lift to verify if there are any
passengers trapped. “Good morning / afternoon / evening, this is Hotel Security,
may I help you?” Then listen very carefully for response. If no reply, repeat at
least twice.
4) If there are no reply
Check the lift CCTV to ensure that there is no passenger trapped inside.
If there are passengers trapped

1) Speak through the intercom, “Sir / Madam, please don‟t worry, I will call the
lift company at once and please wait a moment.”
2) Call Schindler Emergency Centre for assistance immediately.
3) Speak through the intercom, “Sir / Madam, the lift company had been
4) informed, the technician is on the way now. Is everybody alright?”
5) Inform the Duty Assistant Manager of the incident.
6) Keep communicate with the trapped passenger(s) every two minutes until the
7) If Schindler technician are not at the scene within a reasonable amount of time
call then again or call the Fire Service Department for assistance arrival of the
Assistant Manager.
Duty Assistant Manager
On receiving the lift alarm through in-house paging system or informed by
Security Control Room:.
1) Check with Security Control Room of the situation and to confirm whether there
are passenger(s) trapped
If there are passenger(s) trapped:-
The Assistant Manager is to proceed to Security Control Room and use the
intercom to talk to the passenger(s) trapped in the lift.

Good morning / afternoon / evening, this is the Hotel Assistant Manager, please
accept our apologies for the lift interruption. Is everybody alright?”
Then wait for response.
We have called the lift technician and he is working on the problem now. How
many people in the lift？ Does anyone need any other assistance.”
Pause and wait for response.
Please be assured that we have the situation under control and I will be here to
maintain communicate with you.”
It is important to maintain communication with passengers trapped inside the lift

in order to calm and assure them.
On the arrival of lift technician, confirm with the technician of the location that the
passenger to be released.
Assistant Manager to proceed to the location to meet the passenger and extend
apologies upon release from the lift. After assessing the individual needs,
Assistant Manager to authorize refreshment / amenities.
Assistant Manager to re-confirm with Security that the lift is back in normal
operation and log the incident in the Assistant Manager log book.
Duty Engineer
2) On receiving the lift alarm through in-house paging system or inform by

Security Control Room:
3) Proceed to Security Control Room to check the situation and wait for the arrival
of lift technician
4) On the arrival of lift technician
a) Proceed to the lift machinery room together with the lift technician to
provide assistance.
b) Inform Security Control Room the location of the passenger(s) to be
released.
c) Check with the lift technician the reason of malfunction.
d) Log down all information in the Engineering Department logbook.
Security Shift I/C
On receiving the lift alarm through in-house paging system or inform by

Security Control Room:
1) Proceed to Security Control Room and assist to communicate with trapped

passenger.
2) After confirm the location of trapped passenger to be released. Proceed to the
location together with Assistant Manager to meet the passenger(s).
3) Log down all information in the Security logbook
END
Subject: New Staff Housing Set-up Date: 01 Mar 2004 Date revised:

Purpose
Al new team members who have been allocated a room in our host accommodation must
have the following done prior to getting his/her room key
Procedure
 A time and date must be given for the new host to settle in the room, we would
like one day or half day prior to get to know his new room hosts.
 He/she must familiarize himself with the host campus as well as rules and
regulations
 A copy of the host house rules must be given and he must sign for the rule so that
he knows what they are, personnel must talk the rules through with him or her.
 Keys for new hosts must be signed for and a record kept in their jacket as well as
in key control inventory at personnel office
 Copy of host handbook to be given and signed for as part of his her uniform
 Copy of bus schedule for transfers
 Meal time information
 a copy of our hotel/resort grooming standards is given to all new team members
in Thai and English
One day prior to the host arriving the following must be checked by personnel hosts
to ensure the room is ready.
 The bed is made and clean linen has be set
 The room must be checked for any defects such as no water or toilet blocked, if so
a call to the engineering must be done to rectify this problem
 No new host will go into a defect room, this is a bad image on our standard which
we need them to adhere to
 Upon arrival all new hosts must contact personnel office first to receive the keys
etc
 Personnel hosts must escort the new host to the staff quarters and introduce him to
his/her new host room mates
 Personnel host to Wai him and wish him all the best with his new position at ...
Resort Follow up must be done for the first week with all new team members
END

Property / fixture damage

Standard
1. To ensure the Hotels Assets (property, fixtures and fittings) are maintained in good order
at all times, damaged items must be reported to the Security Office and Engineering
Department for record and rectification purposes respectively.
2. Any disposal and scrapping items would refer to A/F Department section 6.6 for
details.
Procedure
1. Inform Assistant Manager / Security Office.
2. Security will take photos for reference and log in the Security Occurrence Book.
3. The damage report will be prepared by the Security Department.
4. Duty Engineer will be informed to fix / dismantle and estimate the cost for compensation
if necessary
5.The Accounts Department will be informed and be responsible to follow up in regard to

any insurance / loss claim.
6. The individual department concerned will be responsible to follow up to ensure damaged

area / property is fixed in the quickest time, and within any budgetary constraints that may
be applicable.
END
Department: F&B Ref: FO 57 Page: 1/2
Subject: Wet weather policy Date: 01 Mar 2004 Date revised:
F&B Director Resident Manager General Manager

Purpose
In the event of inclement weather, the following Action points need to be performed
within the following Food and Beverage Departments. Implementation of the policy
would be directed from Senior Food and Beverage Personnel.
“guests cloths to be offered to be dried in housekeeping”
ROOM SERVICE 1.0
1.1 A larger proportion of ordering would be forecasted for this department upon the
event of Bad weather, resulting action would be re-allocation of staff to this area,
Training in the off season of personnel from Bar to be considered.
1.2 Arrival drinks to be changed to Hot beverages and complemented by the service
of dry towel[GRO].
1.3 Raincoats and umbrellas to be stored immediately on to the room Service Buggies
so they could be offered to guests caught in the bad weather.[Both buggies are to
be available]
1.4 Tray Covers to be used[sourced] to protect food and crockery.
POOL AREA 2.0
2.1 Responsible person to redirect the affected guests to the restaurant area.
2.2 All Umbrellas to be pulled down and removed.
2.3 Basket to be made available to place the wet towels and located within the
vicinity of the pool area.
2.4 All pending food orders to be served in the restaurant and survival kits to be
offered upon their re location to this area.
2.5 Gro‟s to be contacted to enquire of possibility of ferrying the guest back to their
villas.
BAR AREA 3.0
3.1 Survival Kits to be prepared and checked on a daily basis along with an adequate
supply of umbrellas.
3.2 All Blinds to be pulled down as soon as the possibility of bad weather is observed.
3.3 All cushioning from vulnerable areas to be protected and large style covering to
be designed.
3.4 “”Could one GRo Staff member be re located to this area as a controller for the
movement of guests and as a point of contact.
RESTAURANT 4.0
4.1 All Blinds to be down in the main area of the Restaurant and the side section of
the restaurant closest to the Garden to be closed down.
4.2 Small selection of Hand towels to be prepared on a daily basis, for the immediate
drying of hands and face.
4.3 Umbrella stand to be brought to the front area of the restaurant, so deposit of the
wet items can be immediate.
4.4 Buggies to be made available to bring guests back to there room!
Staff to change there wet uniforms as soon as possible
Guests are offered the remainder of there meal to be served in there room if guest
preferred.
END

Complimentary Accommodation

Purpose
Complimentary accommodation is provided to visitors of the hotel with special status in
their trade of business in order to impress them and increase the business opportunities.
Procedure
1. The General Manager is the only person in the hotel who can authorize complimentary
accommodation to the guests.
2. Any Department Head who wishes to file a realest for complimentary room should fill
out a „Complimentary Request Form‟ with full details of the request. The Request
Form will be passed to the General Manager‟s office for Approval.
3. In the absence of General Manager. Resident Manager can approve complimentary

room request.
4. All guests being offered complimentary rooms by the hotel will be treated as VIP if
necessary.
5. A daily computer report on complimentary rooms will be provided and distributed for
the management‟s reference.
END
Subject: Control of obstructions to Date: 01 Mar 2004 Date revised:

protected areas

Definition:
3) Means of escape - routes consisting of staircases and corridors surrounded by fire rated
building materials to a period usually not less than two hours and which have no source
of ignition and no combustible materials within. Separated from unprotected areas by
self-closing fire rated doors, normally to a period between half to one hour for
occupants to reach a place of safety outside the building, unaided, in the event of a fire
emergency.
4) Protected Lobby - a lobby surrounded by fire rated building materials and self-closing
doors (same as means of escape) for separating means of escape or landings of firemen's
lift from unprotected areas.
5) Any other areas required to be protected to the above standard by local authority.
Procedure
1) Protected areas are required to be kept clear and unobstructed at all times. The
Housekeeping Department should be designated to establish a routine to inspect
these areas at least once every day for obstructions.
2) A standard notice should be devised for the inspecting persons to fill in and transmit
to the head of department responsible for the immediate clearance of the
obstruction.
3) If no action is taken after 24 hours of the first notice, a reminder notice should be
sent and copied to the Manager for his action
4) No services, such as air ducts, electric wiring, gas pipes are to be added or pass
through protected areas unless such service are boxed in with materials with the
same fire rating as the protected areas and to the acceptance of local authority.
5) All fire rated doors should be maintained closed at all times, unless they are held
open by electromagnetic devices which would automatically release doors to close
on the activation of a fire alarm signal from a smoke detector.
6) Where doors are located at or within protected areas forming escape routes, locks
installed must be able to be opened unaided from the egress side, with simple and
legible instruction to open doors
7) Secondary lighting should be installed within protected areas at least two-hour
useful illumination duration. For generation fed lights, they should be lighted
within 10 seconds after the failure of main power.
8) Graphic directional sings and floor numbers should be posted at regular intervals and
floor landings along means of escape, preferable with non-radiation type self-
illuminating material.
END
Subject: Front office basics Date: 01 Mar 2004 Date revised:

Purpose
All front office staff must comply with ………….Resort grooming standards before and
after the uniforms have arrived we must ensure some style and image of our hosts who
are on the front line.
 Host must stand up and Wai all managers and guest; they must not sit down and
Wai
 Before a guest arrives all table tops glass tops and the floor must be cleaned
 Ashtrays to be emptied, either by front office staff or housekeeping on their

rounds, plastic gloves should be kept at front desk to pick the cigarette stubs from
the large ashtray
 No empty glasses to be left longer than 2 minutes on the table once the guest has
stood up and moved off we must collect at once and wipe the table form any wet
marks and the table re set as soon as possible
 This is the responsibility of all front office hosts
 The floor must be swept dry with a mop as often as required to remove dust and
keep it clean looking
 Car port and wooden decking must be checked regularly to remove any garbage
or items dropped, this is the front office hosts duty to take a look and maintain
their section
END
Subject: Hydrochloric acid Date: 01 Mar 2004 Date revised:

Purpose
To keep up safety for team members and guests at all times

We must ensure that we follow the steps to keep our areas free from corrosion and
accidents
Procedure
In regards to using hydrochloric acid in the resort we must follow the steps indicated
below in regards to storage and preventive action in regards to spills and accidents.
Total control should be under the engineering department to ensure all equipment, and
safety procedures are carried out
 A roofed area must be made with a sandy bottom to absorb the acid if spilt
 Should be caged in and a lock on the door
 Ventilation should be the main factor plenty of it
 One fire extinguisher must be available
 Lime powder if we get spills
 Plenty of cold water
 Should be near a shower or hose pipe to wash any spill right away or wash the
face etc
 Safety clothing must be purchased long gloves etc
 Face mask with breathing apparatus, canisters
 A weekly log book must be set up
 All spills must be recorded and cleaned up right away
END
Subject: Telephone Techniques Date: 01 Mar 2004 Date revised:

Purpose:
To ensure proper handling of telephone & fax management..
Procedure
 What The Guests Expect
 A prompt response
 A welcoming and friendly voice
 Clear diction / language
 To know with whom they are speaking.
 A feeling that the person has the time to listen and is very willing to help.
 How To Satisfy – Behaviourally
 Answer phone within 3 rings

 Smile when picking up the phone. The caller will hear it in your voice.
 Answer calls with a standard script, using guest name when known.
 Always terminate calls by repeating inquiry / instruction details.
 Speak slowly and clearly in the appropriate language ( local, or English )
 Take time to listen, never rush and respond to the caller‟s needs.
 How To Satisfy – Operationally
Multi-lingual staff, phone interview part of the selection criteria for all guest contact
staff.
 24 H manning of hotel switchboard with planned coverage during peak hours and
meal break
 Reduce unnecessary incoming calls at the hotel main switchboard by providing
direct line numbers key operations. E.g purchasing, sales, conference & banqueting,
accounting, housekeeping and engineering.
 Regularly monitor switchboard incoming traffic and enforce personal call
restriction policy.
 Use office telephone technical capacities to forward calls when absent or have pick-
up facilities programmed.
 Allow administration office manning to cover local business hours and relevant
coverage during absence. Take into consideration main business source regional /
international time differences -1 or + GMT.
 When available, use administration Voice mail sparingly and only out of office
hours.
END
Subject: Respect For Guests Date: 01 Mar 2004 Date revised:

Purpose:
Procedure
 Staff to behave in a dignified manner

 Staff to be welcoming, friendly yet not over familiar.
 To be treated as an individual and not a number
 Exercise warm, yet not over familiar approach

 Use distinct, precise diction
 Use controlled physical gestures
 Maintain a dignified poise in every situation
 Use guest name, not room number at all times
 Management to establish and support training culture
 How to Satisfy – Operationally
 Give new staff members a set time period until confident in their tasks before
exposing them to guests.
 Provide professional training programmes dealing with behavioural and service
skills.
 Avoid name badges labelled Trainee, Apprentice and Junior ( if not imposed by
regional regulations.
END
Subject: Caring For Guests Date: 01 Mar 2004 Date revised:

Purpose:
Procedure

 To be treated as an individual:
- Staff to be welcoming
- Staff to be available
- Staff to listen and react
- Staff to be considerate
 Make eye contact, listen and smile

 Anticipate guest needs by being a proactive service provider
 Always ask guest for his name as opposed to his / her room number.
 To be sensitive and proactive to our guests‟ needs, fulfilling every detail of their
service expectations
 Always handle guest requirements and contact other departments or outside
companies on guests‟ behalf. No guest will be told to call another department.
 Be passionate about giving service
 Employ people that are positive, open and friendly

 Have regularly assess Induction procedures
 List, advertise, promote and regularly discuss the Service Standards.
 Assign a dedicated departmental mentor to all new staff during his/her trial
period.
 Implement recorded staff appraisals prior to final employment & regularly
thereafter.
 Allow all staff members the opportunity to participate in all relevant training
programmes.
 Adapt manning guides to meet guest expectations.
END
Subject: Professionalism Date: 01 Mar 2004 Date revised:

Procedure
 To be treated in a friendly manner and have their privacy respected.

 To feel reassured by receiving efficient and reliable service.
 Always appear calm and collected.
 Know how to reassure guests
 Anticipate guests‟ needs and resolve their concerns.
 Respond quickly to all guests‟ requests.
 Keep informed in order to keep the guests informed
 Make a positive contribution in order to ensure an overall friendly atmosphere in
the hotel.
 Never blame / criticise fellow colleagues performance or hotel / management
policies.
 Skills Training
 Provide and budget for a permanent departmental trainer in key guest contact
areas.
 Regularly train supervisory levels in Leadership practises.
 Have all relevant information to hand and be able to offer alternatives
 Implement regular performance appraisals.
 Continuously check product and skills knowledge.
 Reward good behaviour and outstanding performances.
 All staff members to be given opportunity to participate in all relevant training
programme.
 Regularly find out and share with colleagues ”best practises” from competitors.
END
Subject: Grooming Date: 01 Mar 2004 Date revised:

Procedure
 Staff appearance to reflect the image of the company, property and cultural
heritage.
 Take pride and care of your personal appearance, dress and personal grooming.
 Take pride in being recognised by wearing your uniform correctly and your name
badge
on left-hand side above chest, while on duty.
 Always practise a strict personal hygiene.
 Make sure that your body language and genuine smile are the point of focus
 A neat appearance is essential:
- Neat, conventional hairstyle
- Tasteful, subtle make-up
- Discreet jewellery
- Shoes shined and in good repair
- Clean clothes, freshly pressed and smart.

 Provide sufficient uniform par stocks and do not allow unfit items to be issued by
laundry or uniform services. Implement flexible uniform issuing hours.
 Provide well equipped, well-ventilated, regularly inspected locker rooms.
 Provide lockers with “windows” at hanger level to facilitate control (
recommended )
 Do not allow uniforms to be worn outside the hotel premises ( unless on hotel
business ) to reduce wear and tear.
 Grooming counselling to be organised on a regular basis through cosmetic
suppliers.
 On site or arranged personnel rates with barber and hairdresser.
 Enforce daily controls by each department Supervisor / Manager
END
Subject: Anticipating Needs Date: 01 Mar 2004 Date revised:

Procedure
 To receive genuine and attentive service

 To be offered for assistance before asking
 Be available to all guests – never appear too busy.

 Be attentive to guest condition, situation and take proactive actions. I.e. Call
elevator when you notice guest approaching elevator landing, be prepared to offer
children / baby facilities when family presents themselves for registration, be
prepared to offer “ emergency overnight kit” when guest has lost luggage, etc.
 Always be alert and use good judgement in interpreting guest potential needs when
not clearly identified during the reservation process. I.e. offer non smoking rooms /
seating before being asked, assist with handling photocopying / fax sending before
being asked.
 Keep informed in order to keep the guests informed.
 Management presence in public / lobby areas during peak times / major events
 Property Management Systems with capacity to record Guest History comments /
details, Notice fields, Specials features encoding.
 Promote and regularly schedule cross-training programmes.
 Ensure that staff have adequate product knowledge.
 Train staff in suggestive selling techniques.
 Provide cultural education in major clients‟ geographical segments.
END
Subject: VIP Guests Date: 01 Mar 2004 Date revised:

Procedure
 Recognition
 Special Care.
 Privileges.
 All VIP guests to be identified during the reservation process.

 All VIP guest courtesies to be handled the day prior to his/her arrival.
 All hotels to establish their own procedure on the basis of the following
recommendations:
 Clear VIP levels identified.
 Ensure that special / adequate security arrangements are made as required.
 Emphasis on quality amenities and courtesies offered rather than quantity.
 “Personal Touch” preferred. E.g Hand written greeting correspondence / cards,
Local quality “Gift”.
 VIP Standard operating Procedures established in accordance to local etiquette and
protocol.
 Management welcome and departure greeting at all times according to status and
VIP level.
END
Subject: Royal Club Floor Date: 01 Mar 2004 Date revised:

Procedure
 Recognition
 Special Care
 Privileges
 Royal Club guests are identified during the reservation process

 Royal Club guests are greeted and escorted upon arrival to the club lounge
 Royal Club guests have memorable stay, free of worries and relevant to status.
 The Royal Club floor/s must be given a prime location in the hotel and have a
“semiprivate” character to underline its exclusivity.
 Provide clear and visible sign boards
 Welcome desk in lobby when not registering at a lounge. Desk should have the
necessary equipment for registration, communication and information.
 The following criteria should be taken into consideration:
- Spacious and comfortable accommodation with view and sunlight. In room equipment
and amenities are upgraded.
- Additional equipment should satisfy two basic objectives
- Improve the quality of the guests‟ stay by enhancing amenities provided to improve
comfort
- Increase the efficiency of business support by using high technology and high
performing equipment.
- Club floors should have an upgraded design and atmosphere in comparison to the rest
of the hotel.
- Absence of noise ( internal and external )
- Room configuration to allow for creation of suite accommodation.
- Easy access and working space for service personnel: i.e. housekeeping, room service,
bell captain, etc.
- I general, the ideal capacity should not exceed 10 to 15 % of the hotel room inventory
or as required by market demand.
The following minimum standards must be adhered to:
 Royal Club floors and facilities are always clean and well supplied.
 Royal Club floors are inspected at least 8 times a day.
 Ensure Royal Club floors are dry and shiny, carpets are vacuumed every day,
copper and brassware are polished and glass surfaces are impeccably clean.
END
Subject: Royal Club Lounge Date: 01 Mar 2004 Date revised:

Procedure
 To feel special by receiving recognition and attentive service.

 To enjoy the privacy and comfort of the facilities whether on business or leisure.
 Acknowledge guest with a smile and eye contact.
 Offer a warm greeting within 10 sec of entering / 3 metres in sight” Good morning
Sir/Madam, welcome to the Royal Club lounge. How may I help you?
 If you are dealing with another guest, acknowledge and say ”I will be with you
shortly, Sir/Madam.
 Use guest name at least twice in conversation.
 Keep informed in order to keep the guests informed.
 Provide a welcome desk with the necessary equipment for registration,

communication and information
 Spotless appearance of Royal Club Lounge and team members.
 Hot or Cold towels provided throughout the day.
 The Royal Club Lounge is an essential component of the product and should satisfy
the following objectives:
- Provide privacy and a place to relax and meet people in a very refined ambience
throughout the day.
- Be comfortably furnished and elegantly decorated.
- Provide personalised host/hostess service from 6.30 AM – 11 PM
- A designated business area with service support and an up to date boardroom facility.
- Provide personalised breakfast service from 6.30AM to 11AM, afternoon tea/coffee
from 3-5 PM and an evening bar service with condiments.
 The lounge must be large enough to serve breakfast to all guests.

 Provide designated food & beverage area for breakfast, light F&B service.
 Provide clear and visible sign boards.
 Separate male and female toilet facilities.

 A bar (or service bar) should be provided with corresponding small operating
equipment.
 The following minimum standards must be adhered to:
- Ensure Club Lounge facilities are always clean and well supplied.
- Inspect Club Lounge facilities and empty ashtrays and wastebaskets at least 8 times a
day.
- Ensure Club Lounge floors are dry and shiny, carpets are vacuumed every day, copper
and brassware are polished and glass surfaces are impeccable clean.
- Ensure flowers are regularly changed and refreshed, and plants are well maintained
dusted.
- Ensure furniture is its place and in good condition.
END
Subject: Handling Complaints Date: 01 Mar 2004 Date revised:

Procedure
 That when asking to see the Manager he / she is given that opportunity
 That his / her comments are always taken seriously and constructively.
 To receive a prompt reaction and immediate rectification if necessary.
 Always acknowledge guests with a reassuring comment even when unable to help
immediately.
 Be apologetic when problems have arisen and do never confront guest by implying
that the problem was their fault.
 Whenever possible deal with customer “face to face” and do your utmost to meet
with the guest in person preferably away from the public and seated.
 Always refer or report incident to the manager on duty, the concerned department
head and executive management for information and / or follow-up purposes.
 Executive Management and Department Heads to share daily “Manager on Duty”

function.
 All written comments / complaints / incidents to receive a reply within the day of
reception.
 Guest complaint handling training and regular retraining thereafter for all guests
contact employees.
 All guest comments / complaints / incidents to be shared with all and whenever
suitable to be displayed on staff announcement notice boards, discussed at
departmental head meetings and daily operational meetings.
 Recurrent guest comments / complaints / incidents to be used in operational skills
training, total quality programmes and subject to close service performance
monitoring.
END
Subject: Empowerment Date: 01 Mar 2004 Date revised:

Procedure
 Only need to speak to one person
 Always respond positively, never hesitate when you feel confident that your actions
will make “the difference”. In case of doubt, seek further advice and inform the
guest of what action you should take to satisfy his / her demand.
 All staff members are encouraged to take personal responsibility to meet and
exceed customer expectations.
 All staff members are authorised to rectify any errors and rebate any objected or
related guest bill charges as per local policy.
 All staff members should be properly trained in handling customers and know how
to assess the cost of unhappy guests.
 The total guest bill ( or potential revenues ) should always be thought of first rather
than the “ refunded” amount in question.
 The property should have their credit policies updated and revised so as to meet this
standard.
END
Subject: Damage / Loss Of Property Date: 01 Mar 2004 Date revised:

Procedure
 To receive a prompt reaction and immediate rectification when necessary.

 That what has happened will never recur.
 Hotel management should handle all customers‟ reallocations.

immediately.
 Be apologetic when guest is concerned, show compassion and never imply that
they are the cause of the situation.
 Whenever possible deal with customer “face to face” and do your utmost to meet
with the guest in person preferably away from the public and seated.
 All reallocations should be resolved in 15 minutes or less.
 After situation has been resolved, follow up and contact guest in person at
relocation to make sure of guest satisfaction.
 Management to respond immediately when their presence / assistance is required.

 Empower staff to resolve situations.
 In the event of a Guaranteed reservation turn away the following guest entitlement
should apply:
- One free phone call to home and office for guaranteed reservations
- Transportation paid to alternative property and from alternative
property when guest is returning the following day.
- Apology letter from the General Manager must be sent within 72 hours
to the customer when not returning to the hotel.
- Free accommodation paid first night at alternative property.
- Upgrade and VIP treatment on return with apology letter of General
Manager
- Met and escorted to room by management.
 In the event of a Non Guaranteed reservation turn away the following guest
entitlement should
Apply:
- Transportation paid to alternative property and from when guest is
returning the following day.
- Apology letter from GM must be sent within 72 hours to the customer
when not returning to the hotel.
- Upgrade and VIP treatment on return.
- Met and escorted to room by management.
 Fill in / create guest history with comment and date of turn away.
 Ensure that relevant personnel are informed of relocation. E.g switchboard for
redirection of calls, concierge for redirection of mail / fax / visitors etc.
END
Subject: Accident / Injury Date: 01 Mar 2004 Date revised:

Procedure
 To receive a prompt reaction and immediate assistance when required.
 That the cause of the accident / injury be rectified immediately and will not recur.

immediately.
 Be apologetic and do never confront guest by implying that they where to blame for
the accident / injury.
 Whenever possible deal with the customer “face to face” and do your utmost to
meet with the guest in person and offer to escort customer to the hotel‟s medical /
emergency facility.
 Always refer or report incident to the manager on duty, the concerned department
head and the security officer when necessary.
 All properties should clearly indicate hazardous areas, display disclaimer
declarations, prominently indicate risk areas and safety recommendations by means
of mobile displays, standard industrial posters, printed material, tent cards, key card
holders including leisure facilities introductions standard comments. ( Health club,
pools, children facilities, wet loor, etc...)
 All properties should provide customers with a pro forma “Guest incident / accident
declaration
Report ( to be viewed and approved by hotel lawyer )
 The “Guest incident / accident declaration report” should be duly filled in and
distributed for follow up purposes.
 All properties should train a group of employees in basic First Aid assistance ands
should have the contact references available throughout the hotel.
 Only members of the medical profession will declare the exact status of the injury.
 All guest should always be strongly advised / offered to visit a hospital emergency
service or be visited by a qualified doctor. All rejections will be dully reported in
writing.
 All guests should receive a “get well” card by the General Manager” and a small
amenity that complies with the guest condition and should automatically be
“upgraded” to VIP status.
 Near misses should be recorded and reviewed as a tool for preventing accidents.
END

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Oriental Hospitality Consultants – OrientalHospitality.

Department: Front Office Ref: FO 01 Page: 1/2

Subject: Cash Paid Out Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by:

Resident Manager General Manager

1. Paid Outs at Front Desk is classified as follows:

A Refund of guest‟s deposits.

2. Paid Outs shall be in local currency only.

i. Miscellaneous Paid Out.

a. Approval by Duty Manager for amount not exceeding $ 100.

c. Approval by General Manager, Executive Assistant Manager or Financial

a. A refund of a guest‟s balance deposit must be accompanied by the original copy of

Applicable Departments Front Office /Finance

Department: Front Office Ref: FO 02 Page: 1/3

Subject: Credit Cards Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by:

Resident Manager General Manager

the Hotel Front Desk.

Approval credit cards:

5. Initial the imprinted voucher on the upper right hand corner.

c) Over Limit Authorization

d) After Departure Charges

2. After Departure Charges for credit cards should be processed as follows:

b) Enter the amount of the After Departure Charge.

c) Write “Signature on File” on the signature line.

d) Include the voucher in the days charges and process as normal.

e) Processing of Credit Card Accounts

Department: Front Office Ref: FO 03 Page: 1/1

Prepared by: Approved by: Approved by:

Resident Manager General Manager

To ensure the cash shortage and overage are eliminated or minimized.

1. The cash float of $ 1000 will be provided to Front Office Cashier.

5. All cash shortage is to be reimbursed by the cashier involved unless approved by

8. Cashier shortage/overage report must be submitted monthly to the Financial

Department: Front Office Ref: FO 04 Page: 1/1

Prepared by: Approved by: Approved by:

Resident Manager General Manager

To set a clear guideline in regards to tipping

5. The following cases are Type C Misconducts:

Department: Front Office Ref: FO 05 Page: 1/3

Subject: Lost&Found Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by:

Resident Manager General Manager

To assure the security of guest properties.

3) Handling procedure for liquor left in the room

a. A Guest‟s Item(s) Discharge Authorization Form should be complete with guest‟s

The following information needs to be recorded:

10. Release of unclaimed item

Department: Front Office Ref: FO 06 Page: 1/2

Subject: Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by:

Resident Manager General Manager

LOSS REPORTED BY GUEST

DAMAGE REPORTED BY GUESTS

To protect the Hotel from claims for damage reported by guests

3) Depending on the circumstances, if some form of compensation is made to the guest

Department: Front Office Ref: FO 07 Page: 1/3

Subject: Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by:

Resident Manager General Manager

3) Assistant Manager is to liase with the guest to ensure assistance is provided as

6) All information to be logged in the Assistant Manager and Security logbook.

Department: Front Office Ref: FO 08 Page: 1/2