Ghu Sop Fo PDF

FRONT OFFICE
STANDARD OPERATING PROCEDURES

MANUAL
Jl. Setiabudhi 376

Bandung 40143, Indonesia
T: +62-22-2010388 F: +62-22-2014525
www.ghuniversal.com
PRIVATE PROPERTY
Contains private and/or proprietary information.
May not be used or disclosed outside G. H. Universal Hotel except pursuant to a
written agreement
OBJECTIVES OF THE MANUAL
This Departmental Operational Manual is to be used by all department

staff members. It explains our department policies and procedures,
rules, regulations, and standards of performance.
The manual includes definitions of the operational function of each

department section and the scope and duties of each team member.
By referring frequently to the manual, we can ensure that we

maintain a consistently high standard of performance in our daily
operations.
To be an effective tool, employees, department and division heads,

and the general managers should constantly review the manual. All
suggestions received from staff members on ways to improve the
manual will be carefully considered and changes implemented upon
approval.
UPDATING THE MANUAL
The organizing of the Departmental Operational Manual is one of the

key responsibilities of Division Heads and their respective Heads of
Departments. The General Manager will approve the manual.
Information contained in the manual should be updated at least once a year.
Manuals are updated using the following procedures:
1) The Head of Department reviews materials contained in the

manual to determine whether updates are needed.
2) A complete review of the manuals must be performed every

year
3) Bring recommended changes to the attention of the Division

Head
4) The Division Head approves changes and proposes them to the

General Manager.
5) The Division Head approves changes and proposes them to the

General Manager.
Once the changes have been approved, the Division Heads implements them.
PRIVATE PROPERTY
written agreement
INDEX
FRONT DESK AGENT
01 GHU/SOP/FO/FDA /001 ……………………………… 01 of 01

02 GHU/SOP/FO/FDA /002 ……………………………… 01 of 02
03 GHU/SOP/FO/FDA /002 ……………………………… 02 of 02
04 GHU/SOP/FO/FDA /003 ……………………………… 01 of 01
05 GHU/SOP/FO/FDA /004 ……………………………… 01 of 01
06 GHU/SOP/FO/FDA /005 ……………………………… 01 of 01
07 GHU/SOP/FO/FDA /006 ……………………………… 01 of 01
08 GHU/SOP/FO/FDA /007 ……………………………… 01 of 01
09 GHU/SOP/FO/FDA /008 ……………………………… 01 of 01
10 GHU/SOP/FO/FDA /009 ……………………………… 01 of 02
11 GHU/SOP/FO/FDA /009 ……………………………… 02 of 02
12 GHU/SOP/FO/FDA /010 ……………………………… 01 of 01
13 GHU/SOP/FO/FDA /011 ……………………………… 01 of 01
14 GHU/SOP/FO/FDA /012 ……………………………… 01 of 01
15 GHU/SOP/FO/FDA /013 ……………………………… 01 of 01
16 GHU/SOP/FO/FDA /014 ……………………………… 01 of 02
17 GHU/SOP/FO/FDA /014 ……………………………… 02 of 02
18 GHU/SOP/FO/FDA /015 ……………………………… 01 of 02
19 GHU/SOP/FO/FDA /015 ……………………………… 02 of 02
20 GHU/SOP/FO/FDA /016 ……………………………… 01 of 01
21 GHU/SOP/FO/FDA /017 ……………………………… 01 of 02
22 GHU/SOP/FO/FDA /017 ……………………………… 02 of 02
23 GHU/SOP/FO/FDA /018 ……………………………… 01 of 01
24 GHU/SOP/FO/FDA /019 ……………………………… 01 of 01
25 GHU/SOP/FO/FDA /020 ……………………………… 01 of 01
26 GHU/SOP/FO/FDA /021 ……………………………… 01 of 01
27 GHU/SOP/FO/FDA /022 ……………………………… 01 of 01
28 GHU/SOP/FO/FDA /023 ……………………………… 01 of 01
29 GHU/SOP/FO/FDA /024 ……………………………… 01 of 01
30 GHU/SOP/FO/FDA /025 ……………………………… 01 of 01
31 GHU/SOP/FO/FDA /026 ……………………………… 01 of 01
32 GHU/SOP/FO/FDA /027 ……………………………… 01 of 01
33 GHU/SOP/FO/FDA /028 ……………………………… 01 of 01
34 GHU/SOP/FO/FDA /029 ……………………………… 01 of 01
35 GHU/SOP/FO/FDA /030 ……………………………… 01 of 01
36 GHU/SOP/FO/FDA /031 ……………………………… 01 of 01
37 GHU/SOP/FO/FDA /032 ……………………………… 01 of 01
38 GHU/SOP/FO/FDA /033 ……………………………… 01 of 01
41 GHU/SOP/FO/FDA /034 ……………………………… 01 of 01
42 GHU/SOP/FO/FDA /035 ……………………………… 01 of 01
43 GHU/SOP/FO/FDA /036 ……………………………… 01 of 01
PRIVATE PROPERTY
written agreement
44 GHU/SOP/FO/FDA /037 ……………………………… 01 of 01
45 GHU/SOP/FO/FDA /038 ……………………………… 01 of 01
46 GHU/SOP/FO/FDA /039 ……………………………… 01 of 01
47 GHU/SOP/FO/FDA /040 ……………………………… 01 of 01
48 GHU/SOP/FO/FDA /041 ……………………………… 01 of 01
50 GHU/SOP/FO/FDA /042 ……………………………… 01 of 01
51 GHU/SOP/FO/FDA /043 ……………………………… 01 of 01
52 GHU/SOP/FO/FDA /044 ……………………………… 01 of 01
53 GHU/SOP/FO/FDA /045 ……………………………… 01 of 01
54 GHU/SOP/FO/FDA /046 ……………………………… 01 of 01
55 GHU/SOP/FO/FDA /047 ……………………………… 01 of 01
56 GHU/SOP/FO/FDA /048 ……………………………… 01 of 01
57 GHU/SOP/FO/FDA /049 ……………………………… 01 of 01
58 GHU/SOP/FO/FDA /050 ……………………………… 01 of 01
59 GHU/SOP/FO/FDA /051 ……………………………… 01 of 01
60 GHU/SOP/FO/FDA /052 ……………………………… 01 of 01
61 GHU/SOP/FO/FDA /053 ……………………………… 01 of 01
62 GHU/SOP/FO/FDA /054 ……………………………… 01 of 01
63 GHU/SOP/FO/FDA /055 ……………………………… 01 of 01
BUSINESS CENTER
01 GHU/SOP/FO/BC /001 ……………………………… 01 of 02

02 GHU/SOP/FO/BC /002 ……………………………… 01 of 02
03 GHU/SOP/FO/BC /002 ……………………………… 02 of 02
04 GHU/SOP/FO/BC /003 ……………………………… 01 of 01
05 GHU/SOP/FO/BC /004 ……………………………… 01 of 01
06 GHU/SOP/FO/BC /006 ……………………………… 01 of 01
08 GHU/SOP/FO/BC /007 ……………………………… 01 of 01
07 GHU/SOP/FO/BC /008 ……………………………… 01 of 01
08 GHU/SOP/FO/BC /009 ……………………………… 01 of 01
09 GHU/SOP/FO/BC /010 ……………………………… 01 of 01
10 GHU/SOP/FO/BC /011 ……………………………… 01 of 01
11 GHU/SOP/FO/BC /012 ……………………………… 01 of 01
PRIVATE PROPERTY
written agreement
TELEPHONE OPERATOR
01 GHU/SOP/FO/TO /001 ……………………………… 01 of 01

02 GHU/SOP/FO/TO /002 ……………………………… 01 of 02
03 GHU/SOP/FO/TO /002 ……………………………… 02 of 02
04 GHU/SOP/FO/TO /003 ……………………………… 01 of 01
05 GHU/SOP/FO/TO /004 ……………………………… 01 of 01
06 GHU/SOP/FO/TO /005 ……………………………… 01 of 01
07 GHU/SOP/FO/TO /006 ……………………………… 01 of 01
08 GHU/SOP/FO/TO /007 ……………………………… 01 of 01
09 GHU/SOP/FO/TO /008 ……………………………… 01 of 01
10 GHU/SOP/FO/TO /009 ……………………………… 01 of 01
11 GHU/SOP/FO/TO /010 ……………………………… 01 of 01
12 GHU/SOP/FO/TO /011 ……………………………… 01 of 01
CONCIERGE
01 GHU/SOP/CON /001 ……………………………… 01 of 02

02 GHU/SOP/CON /002 ……………………………… 01 of 01
03 GHU/SOP/CON /003 ……………………………… 01 of 01
04 GHU/SOP/CON /004 ……………………………… 01 of 01
05 GHU/SOP/CON /005 ……………………………… 01 of 01
06 GHU/SOP/CON /006 ……………………………… 01 of 01
07 GHU/SOP/CON /007 ……………………………… 01 of 01
08 GHU/SOP/CON /008 ……………………………… 01 of 01
09 GHU/SOP/CON /009 ……………………………… 01 of 01
10 GHU/SOP/CON /010 ……………………………… 01 of 01
11 GHU/SOP/CON /011 ……………………………… 01 of 01
12 GHU/SOP/CON /012 ……………………………… 01 of 01
13 GHU/SOP/CON /013 ……………………………… 01 of 01
14 GHU/SOP/CON /014 ……………………………… 01 of 01
15 GHU/SOP/CON /015 ……………………………… 01 of 01
16 GHU/SOP/CON /016 ……………………………… 01 of 01
17 GHU/SOP/CON /017 ……………………………… 01 of 01
18 GHU/SOP/CON /018 ……………………………… 01 of 01
19 GHU/SOP/CON /019 ……………………………… 01 of 01
PRIVATE PROPERTY
written agreement
GUEST RELATION OFFICER
01 GHU/SOP/FO/GRO /001 ……………………………… 01 of 01

02 GHU/SOP/FO/GRO /002 ……………………………… 01 of 01
03 GHU/SOP/FO/GRO /003 ……………………………… 01 of 01
04 GHU/SOP/FO/GRO /004 ……………………………… 01 of 01
05 GHU/SOP/FO/GRO /005 ……………………………… 01 of 01
PRIVATE PROPERTY
written agreement
FRONT DESK AGENT
PRIVATE PROPERTY
written agreement
STANDARD OPERATING
G. H. UNIVERSAL Hotel PROCEDURES
Created by, Checked by, Approved by,
Welcoming The Guest
FOM HRM GM
SOP No:
Revised No: 00 Date : 30/09/2016 Page : 1 of 1
GHU/SOP/FO/FDA/001
POLICY
Stand behind the counter with good standing posture, warm smile using G. H. Universal
standard greeting. Eating, drinking and mobile phone are not allowed inside the counter.
PROCEDURES
1. Upon noticing the arrival of guests, stand alert all the time. Give a warm smile and
greet the guest with G. H. Universal standard greeting, “welcome to G. H. Universal
Hotel sir / madam. May I assist you?” While we greet the guest, we put two hand
side by side to our front chest.
2. Help the Guest with their requires. If they are checking in to the hotel, proceed with
the Check In Procedures. Do not argue or interrupt while they are explaining about
their requires.
3. Pay attention to the guest queries to avoid miss understanding and complain.
4. Offered to the guest for welcome drink
PRIVATE PROPERTY
written agreement
STANDARD OPERATING
CHECK – IN F.I.T.
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/002
POLICY
Check in time is 14.00 hours. However, if rooms are available, guests are welcome to
check-in earlier. Greet all guests in a friendly and helpful manner, and attempt to learn
and use the guests‟ names at every opportunity
PROCEDURES
1. Greet the Guest: “Good morning/afternoon/evening, Sir / Madam…. (if you could
find out the Guest‟s name would be better), welcome to G. H. Universal Hotel. May I
assist you?” While we greet the guest, we put two hand side by side to our front
chest.
2. Offered to the guest for welcome drink
3. Upon knowing the intention of the Guest to check in and the Guest‟s name, go to
reservation menu and klick filter at the system and then search by arrival date,
retrieve name from the system either by last name or first name.
4. Retrieve the pre-registered Guest Registration Form with all the supporting
documents.
5. Ask politely for the Guest‟s ID and scan the ID and not to forget to submit back the
ID and complete the Guest Welcoming Form
6. Explain the reservation details to the guest to confirm the correctness: type of room,
room rate (if on Personal Account), length of stay etc.
7. Try to up sell the room mentioning the additional benefit of a better room
8. Ask the guest‟s signature on the Guest Registration Form and retrieve back the
Guest Registration Form
9. Check if the Guest hand phone number is written on the reservation, if not politely
ask the Guest his / her hand phone number informing that we need it for future
reference when we need to contact him if there is new promotion
10. Check if the Guest e-mail is written on the reservation, if not politely ask the Guest
his / her e-mail address informing that we need it for future reference when we need
to contact him if there is new promotion
PRIVATE PROPERTY
written agreement
STANDARD OPERATING
CHECK – IN F.I.T.
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/002
11. Ask politely to the guest Luggage Tag number to be written on the Guest Welcome
Form to be informed to Bellboy
12. Ask term of payment
13. Directly check in the reservation into the system to avoid double check for the
room
14. Provide the Key Jacket consisting of: room key, meal voucher, Hi Tea (if any), with
the Guest name, room number and length of stay written on it
15. Say, “Thank you very much Mr/Mrs/Ms…….., enjoy your stay with us”
16. Update all the information onto the system and the Guest Registration Form
PRIVATE PROPERTY
written agreement
STANDARD OPERATING
CHECK – IN F.I.T. with

Cash
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/003
POLICY
PROCEDURES
1. See FIT check in procedures for welcoming the Guest at the Reception
5. Obtain deposit if payment by cash: number of nights X room rate + 50% of the total
(for additional). Since this is a very delicate requirement, ask with your utmost polite
attitude to avoid the Guest feel offended. Say: “Would you please deposit an amount
of Rp. ….., “. Inform politely the reason is for the Guest own benefit which will be
speeding-up the check out process
6. Verify the money using money detector. If the money received was detected as
counterfeit politely ask the guest to change the money or another type of payment
7. Fill in the Deposit Receipt Form and give the Original Copy to the guest, one copy to
be submitted to Accounting and the other copy to be attached with Guest
Registration Form
8. Proceed the procedure of handling FIT check in procedure
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING

Credit Card
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/004
POLICY
PROCEDURES
2. Ask term of payment
3. Obtain the credit card if payment by credit card and authorize with minimum amount
of: number of nights X room rate + 50% of the total (for additional).
4. Do the card verification without asking the guest for signature. Explain to the guest
that the process is on pre authorization. Also pay attention carefully for the physical
of the credit card to prevent fraud.
5. If the guests prefer to have an advance settlement do the Sale for the credit card as
agreed by the guest and directly posted to system. Please mention also to the guest
that deposit for the charges still required. ( see point number three above)
6. Attach credit card slip in front of the Guest Registration Form and all reservation
supporting document at the back
7. Proceed the F.I.T check in Procedure
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING

TA Voucher
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/005
POLICY
Greet all guests in a friendly and helpful manner, and attempt to learn and use the
guest‟s name at every opportunity
PROCEDURES
2. Ask the original Travel Agent voucher, check the room type, number of room,
number of person, meal plan, length of stay
3. If there is discrepancy on the Travel Agent voucher, eg. Different type of room etc.,
contact reservation to check to the Travel Agent
4. Explain the reservation details to the guest to confirm the correctness: type of room,
length of stay etc. Never mention the room rate as it’s confidential rate
5. Ask the guest‟s signature on Guest Registration Form and retrieve back the Guest
Registration Form
6. Proceed the procedure of handling FIT check in procedure
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING

GL
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/006
POLICY
PROCEDURES
1. Check whether the Company Guarantee Letter is attached on the Reservation or not
2. If not, contact the Reservation to call the Company for the Guarantee letter
3. Ensure that if there is no Guarantee Letter, the Guest will have to pay on personal
account
4. Check the term in the Guarantee Letter; C/A ALL, C/A on room only, C/A Room +
laundry etc
5. Check with the Reservation, if the instruction on the Reservation is not the same,
check to Reservation to clarify to the Company
6. Explain to the Guest of the Guarantee Letter term
7. Retrieve the pre-registered Guest Registration Form with all the supporting
documents
8. Ask politely for the Guest‟s ID and scan the ID and not to forget to submit back the
ID and complete the Guest Registration Form at your own time
9. Ask the guest‟s signature on the Guest Registration Form and retrieve back the Guest
Registration Form
10. Ask term of payment for others
11. Proceed as FIT check in procedure.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Early Arrival
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/007
POLICY
Guest checking-in earlier than 14.00 pm are welcome warmly and try to accommodate
the guest at the earliest possibility
PROCEDURES
1. Greet the Guests who arrive earlier than the check-in which is at 14.00 pm.
2. If the room is available, process the check-in procedure
3. If the room is not available, apologize to the Guest informing them that the check-in
time is at 14.00 pm however registration process could still be done
4. The above procedure should be implemented in order to avoid the Guest finds other
accommodation
5. After registration, escort the Guest to the sitting area, serve the welcome drink and
promise to come back to him as soon as the room is ready
6. Politely as the Guest mobile phone number if the Guest would like to go elsewhere
for us to be able to contact the Guest as soon as the room is ready
7. Store the Guest luggage at the luggage store
8. Check if there‟s vacant dirty room and inform Housekeeping to prioritise to clean the
room for the early arrival and ask the Housekeeping to inform when the room‟s ready
9. If there‟s no vacant dirty room, find the earliest due out room and inform the
Housekeeping to clean the room as soon as the Guest checks out
10. Keep checking to the Guest whether they are comfortable asking them also whether
they need anything.
11. Suggest the Guest to have lunch if it‟s near lunch time and escort them to Restaurant
12. Inform the Guest as soon as the room‟s ready, thanks the Guest for being patient
and send fruit basket, if necessary, to the room.
13. Proceed as FIT check in procedure.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Arrival Preparation
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/008
POLICY
All arrival should be prepared in advance ensuring proper document are attached to the
Guest Registration Form.
PROCEDURES
1. Print the pre-registered arrival Guest Registration Form one day in advance by
evening shift
2. Retrieve the reservation supporting file from email or database.
3. Double check carefully the reservation file looking for special requirement:
a. Room request (facing to the …..)
b. Bed type
c. Honeymooner
d. etc
4. Ensure that all special request has been checked and necessary requisition form has
been distributed to respected Department
5. Take Out the entire related document from the reservation file and keep the
document in the Arrival Folder
6. File at the Registration filing folder alphabetically.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Check – In VIP
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/009
POLICY
All Front Office staff must be aware of VIP arrivals expected each day. Provide the
highest level of professional and courteous service to VIP guests.
PROCEDURES
1. If arrival time has been acknowledged, inform one of the manager; Duty Manager,
Front Office Manager, Executive Assistance Manager or General Manager (if required)
to stand by to welcome the VIP guest
2. Greet the Guest: “Good morning/afternoon/evening, Sir / Madam…. (if you could find
out the Guest‟s name would be better), welcome to G. H. Universal Hotel. May I
chest
3. Escort directly to the room after being welcomed by one of the management team for
in-room check in by Guest Experience Manager / GRO
4. Explain the hotel facilities (get guidance from the signage at the inside of the lift) and
find topics to talk about on the way to the Guest room
5. Upon arriving in the room, ask the guest‟s signature on the Guest Registration Form
and retrieve back the Guest Registration Form
6. Registration for VIP from military and government is usually done by the local
government (PEMDA) or adjutant considering all payment for the rooms and others
are already prepaid
7. ID should not be obtained for VVIP (President, the hotel owner, minister, governor),
for government official any personal data should be obtained in advance from the
adjutant
8. Term of payment for All VIP should have been obtained in advance by Reservation
Department, deposit should be obtained so that there will not be any hassle about
payment during the VIP check in
9. Provide the welcome card consisting of: room key, meal voucher, Hi Tea (if any),
with the Guest name, room number and length of stay written on it
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Check – In VIP
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/009
10. Explain the room facilities with the utmost efficiency if the Guest approves of it
11. Say, “Thank you very much Mr/Mrs/Ms…….., please do call me or my colleague when
you need our assistance at extension….. My name is ……, enjoy your stay with us”
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Walk – In Guest
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/010
POLICY
Greet all guests in a friendly and helpful manner, and to attempt to learn and use the
guests‟ names at every appropriate opportunity
PROCEDURES
1. Greet the Guest: “Good morning/afternoon/evening, Sir / Madam…. (if you could find
out the Guest‟s name would be better), welcome to Aston Primera Pasteur. May I
chest
2. Upon knowing the intention of the Guest to check in, check whether the Guest have
got a reservation or not
3. If not, check anyway to the system after retrieving the Guest‟s name
4. During tight situation, always cross check to Reservation Department for any last
sales that hasn‟t been in put into the system and whether able to sell to walk in
5. Sell the best room first if available and explain the facilities of the room and the rate.
6. If there‟s any special package, sell the package
7. Any discount requested should be asked first to your Supervisor or Duty Manager or
Front Office manager
8. Try to show the room if the Guest has any doubts
9. When all is agreed, provide the Guest Registration Form and ask the guest‟s
signature on the Guest Registration Form.
10. Proceed with FIT check in procedure
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Blocking Room for VIP

Guest
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/011
POLICY
Blocking the rooms for arriving guest should match with the guest requirement to
achieve maximum satisfaction for the Guests
PROCEDURES
1. Block the room one day in advance considering all the guest‟s requirement: room
type, bed type, number of room and any other special request by matching the
departure time of the guest using the room and the arrival time of the arriving guest
2. Secure the room blocking
3. No Changing of room blocking could allowed since if the room‟s available, the set-up
as much as possible should be done one day before the VIP guest arrival (especially
for VVIP)
4. If the VIP Guest is a Returning Guest, check the history for special request and
preference e.g. Room facing the swimming pool etc.
5. During 100% situation, find a room with the earliest check out time of the previous
Guest unless all check out time of the Guest is at 12.00
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Blocking Room for Group

Guest
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/012
POLICY
Blocking the rooms for arriving guest should match with the guest requirement to
achieve maximum satisfaction for the Guests
PROCEDURES
1. Block the room one day in advance considering all the guest‟s requirement: room
type, bed type, number of room and any other special request by matching the
departure time of the guest using the room and the arrival time of the arriving guest
2. As much as possible allocate the group members‟ room in the same floor or as
nearest as possible
3. Allocate the eldest member nearer to the guest lift (if age is mentioned on the group
reservation), family members side by side, couple in queen size bed etc.
4. Secure the room blocking
5. On the day of arrival, ensure the room blocking is still matching with the guest
requirement
6. Changing of room blocking could only be done through the superior‟s authority
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Late Check – In and

Early Check - In
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/013
POLICY
Late check in and early check in status will be based on the Guest reservation
PROCEDURES
1. A Guest would be considered as a late check in Guest if the Guest arrives after 12
midnight until 05.00 a.m. the next day
2. For the above case, the room will be charged from the previous day both for Walk In
Guest and the Guest who has the reservation for the previous day
3. If the Guest holds a reservation for the next day and he / she arrives at 05.00 –
07.00 a.m., provide the room if the room is available, be flexible not to charge the
room charge for the previous day. This condition will apply subject to availability and
acknowledge by Duty Manager / Front Office Manager
4. Inform the Housekeeping of the early check in and ask them to do dusting before
letting the Guest into the room
5. Politely inform the Guest to wait for a moment as the Housekeeping has to do a quick
dusting first, give alternative to have breakfast first
6. Process the regular check in procedure
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
G. H. UNIVERSAL HoteL PROCEDURES
Group Preparation
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/014
POLICY
Group preparation should be done one day before Group arrival
PROCEDURES
1. Block the rooms (see group room blocking procedures)
2. Prepare the meal vouchers on key jacket
3. Prepare welcome letter (if any)
4. Prepare Banquet Event Order for the welcome drink and hospitality desk (if needed),
flower for the desk and distribute to the department concerned
5. Rooming list
6. Check staffing according to the arrival time.
Group Arrangements
One Day Before Arrival :
1. Coordinate with Sales Department for every single details arrangement such as
Total Room, Room Rate, Room Type, Rooming List, Contact Person of Group, etc.
2. Check Group arrival Collateral (Welcome Letter, Welcome Drink, Breakfast
Voucher etc).
The Day of Arrival :

1. Please check all group preparation
2. Coordinate to HK for Group room blocking
3. Pre-keying
4. Check all due out room whose will occupy by Group to inform to HK as soon as
possible.
5. All Guest Rooming list on Alphabetical Order.
6. Check All Actual Arrival match with Actual Rooming list Signed by guest.
7. Coordinate with Contact Person of Group for any information needed.
8. Print Out Guest In House Group and attach on Group Resume.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Group Preparation
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/014
Guest In House :
1. Check folio Group and supporting bills.
2. Check all one by one Folio of Group participant‟s supporting bill.
The Day of Departure :

1. Front Desk will inform to guest departure at 11.00 am for time of departure
(courtesy call).
2. Front Office Leaders will balancing all the guest billing according to Group Resume
direction.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
G. H. UNIVERSAL HOTEL PROCEDURES
Group Check - In
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/015
POLICY
All Front Office staff must be aware of group and tour arrivals expected each day
providing the most efficient registration and rooming
PROCEDURES
1. For a large number of group members, as much as possible Reservation Department

should obtain the group member personal data in advance to speed the check in
process especially for Foreigner Guest
2. Prepare welcome drink at least 30 minutes before group arrival time
3. When the arrival time is past the check in time, all room should be ready beforehand
and welcome card with the key and meal voucher in it
4. Greet the guests and escort them to the registration area for speedy check in
5. Ask the assistance of FB service to serve the welcome drink
6. The Front Office Supervisor / Duty Manager / Front Office Manager coordinate with
the organizer or Travel Agent Guide for registration
7. Retrieve information of Breakfast time, wake up call, luggage down and other special
requirements and report the information to the respected Department using the
Group Rooming List W/C = Wake Up Call, LD = Luggage Down ABF =
Breakfast. This applies only for tourist group when they will usually check out
together. Conference group will usually check out separately
8. Obtain the group members signature on the master rooming list, note besides the
room number “2 KEYS” for sharing Guest
9. For foreigner Group members, a complete registration should be implemented for

immigration purpose
10. Ask politely term of payment for the “others” of each group member if it is on
Personal Account and take guarantee either by cash or credit card otherwise the
“others” account should be based on “CASH BASIS”
11. NO ROOM IF NO GUARANTEE DEPOSIT unless there is Guarantee Letter from the
company (only if the company has credit facility)
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
g. h. universal hotel PROCEDURES
Group Check - In
FOM MR GM
SOP No:
GHU/SOP/FO/FDA/015
12. Distribute the welcome card with room key and meal vouchers in it
13. Escort the guests to their room by GRO, FDA and bell boy
14. Distribute the final rooming list to Departments requiring the list with the information
needed on it
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Group Check - Out
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/016
POLICY
Handle group check out efficiently. Organize with the tour leader or group coordinator for
the luggage pick-up
PROCEDURES
1. Inform the Front Office Supervisor, Duty Manager or Front Office Manager upon
receiving the information of a group departure
2. Check to Concierge for the luggage down
3. Retrieve the Group master documents from the docket
4. Prepare the group members folio and attach the supporting bills on the folio
5. Give the Group master folio to the tour Guide or group organizer to check, ensuring
that all bills have been posted by department concerned
6. Ask the guide / group organizer to sign the folio after checking
7. Process the payment
8. Check out the master folio from the system
9. Handle each group member‟s check out efficiently ensuring the payment
10. Say “thank you” for their stay, wish them to come back and enjoy their trip
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Check – Out F.I.T.
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/017
POLICY
Checking out Guests should be handled professionally and no longer than 5 minutes.
PROCEDURES
1. Greet the Guest warmly upon arriving at the counter with G.H. Universal standard
greeting, ”Good morning / afternoon / evening Sir / Madam….., may assist you?”
2. Obtain the Guest name and room number
3. Retrieve the Guest room key from the Guest and ask whether the Guest use Safe
Deposit Box in the room
4. Call Housekeeping informing the check out room number and to inform if there is
“loan item” and check if the “loan item” has been returned or not.
5. If the “loan item” has been returned, cross the form attached on the Guest
Registration Form and write “RETURNED CONFIRMED BY …..”
6. Politely ask whether the Guest has additional consumption such as mini bar or room
service
7. If the Guest consumed mini bar, prepare mini bar bill and post the charge to the
Guest account while waiting the mini bar report from Housekeeping
8. Retrieve the Guest Registration Form with supporting documents and bills
9. Print the Guest folio, show the folio to the Guest together with supporting bill to be
checked by the Guest
10. After Guest checking the folio and agree to the amount, ask the Guest politely to sign
the folio
11. Retrieve back the signed folio and its supporting bills
12. Reconfirm term of payment
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Check – Out F.I.T.
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/017
13. If the Guest settles with credit card, ask again for the credit card
14. Inform the Guest that we still need to reprint the credit card due the previous print
out taken upon checking in was only a card verification
15. Offline the credit card with the amount as mentioned on the Guest folio taking from
the authorized amount previously
16. If the total amount of the Guest folio is lower than the amount authorized, just put
the total amount of the folio
17. If the total amount of the Guest folio exceeds the amount authorized, print the credit
card twice. First amount is the same as the amount authorized and 2 nd printing is for
the extra amount explaining to the Guest that the bank will not approve if the
amount is more than authorized. Swipe sale the credit card with the extra amount
18. If the Guest settles with cash, check the deposit whether the deposit cover the
amount of the Guest account
19. If the Deposit is more than the total amount, process the refund procedure
20. If the account total amount is higher than the Deposit, ask politely for the additional
amount
21. Process the payment in the system
22. Attach the original copy of the already signed folio with the supporting bill and
customer copy of the credit card slip, fold the folio showing the G. H. Universal in
front
23. Submit document to the Guest saying thank you and bid farewell, ”Thank you for
staying with us and have a nice journey”
24. Attach the rest copy of credit card slip (hotel slip, merchant slip etc) to the 2 nd copy
of the Guest folio for shift audit process
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Check – Out using TA

Voucher
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/018
POLICY
Guest should not see the master folio for Travel Agent due to confidential rate
PROCEDURES
1. Zero balance the Travel Agent master folio in the morning and attach the Travel
Agent voucher on the master folio. Check out the master folio to Travel Agent City
Ledger if the Travel Agent has credit facility. If the Travel Agent has no credit facility,
the balance should have been zero due to deposit from the Travel Agent
2. If until before the Guest check out, the Travel Agent without credit facility has not
sent the payment for the room, notify the Reservation Department to follow up
3. Do not allow the Guest to check out if the room payment has not been sent by the
Travel Agent
4. Greet the Guest warmly upon arriving at the counter with G. H. Universal standard
greeting, ”Good morning / afternoon / evening Sir / Madam….., how may assist you?”
5. Obtain the Guest name and room number
6. Retrieve the Guest Welcome Form with supporting documents and bills
7. Print the Extra Guest folio, show the folio to the Guest together with supporting bill to
be checked by the Guest
8. Do not show the Travel Agent master folio due to containing confidential rate
9. After Guest checking the folio and agree to the amount, ask the Guest politely to sign
the folio
10. Proceed with Check out procedure
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Guest Account paid by

Outside Guest
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/019
POLICY
Obtain complete data of outside Guest paying the account of the in-house Guest /
reserved Guest
PROCEDURES
1. Obtain complete data of the outside Guest; Complete name, address, ID, residence &
office phone number, mobile phone
2. Proceed with Cash Advance Deposit procedures if the payment with cash
3. If the payment or Deposit by credit card, swipe sale only for the Room charge time
the length of the stay
4. If the outside Guest would also pay for the others, card verify the credit card 50% of
the room charge times the length of stay, obtain the card holder signature
Ask the Guest politely to fill in and sign agreement letter mentioning that the card holder
will pay for all account of the in-house Guest (mention the names if more than 1 Guest),
and authorize the hotel to charge his credit card “Sign On File” in case the card holder
does not show up on the day of the Guests departure date
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Late Check – Out

Request
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/020
POLICY
Late check-out request should be recorded on the system and charge according to the
time scheme
PROCEDURES
1. Record Guest late check-out request on the system to avoid re asking for the same
check out time question
2. Late check-out request should be approved by the Front Office Supervisor, Duty
Manager or Front Office Manager
3. When the hotel occupancy is running 100%, late check-out is not provided
4. If the room‟s available free late check-out could be granted only up to 14.00. Above
this time, the room should be charged:
a. 14.00 – 18.00 : 50% from room rate

b. Above 18.00 : Full price
5. If the Guest doesn‟t agree with the term, inform the guest politely that we have
luggage room for them to store their luggage until they leave the hotel
6. If the Guest agree with the term, check first whether the room is super blocked due
to special request by the arriving Guest
7. If it is super blocked, check whether there is alternative room for the arriving guest
8. If there is no alternative room, suggest the Guest to move to another room or even
upgrade
9. Prepare miscellaneous charge mentioning the room number, Guest name and the
late check-out fee
10. Obtain the guest signature on the bill and post the bill accurately to the Guest
account
11. Inform Housekeeping of the late check out.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Shift Audit
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/021
POLICY
All Front Desk Agent should do his / her shift audit at the end of the shift ensuring all
supporting documents‟ attached on the shift audit
PROCEDURES
1. Print the shift audit / journal report from the system
2. All supporting documents, Guest check folio, bills should not be missed
3. Missing bills or check out folio should be found, Front Desk Agent should not go home
until she / he finds the missing documents
4. If the bill could not be found, copy from the original
5. The amount of payment posting in the system by credit card and cash should match
with the amount written on the credit card or cash received
6. Name of the credit card should be the same as posted on the system
7. Make correction if there‟s mistake on the same day based on superior

acknowledgement and approval
8. The shift audit should be signed by the superior
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Cash Float
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/022
POLICY
Cash float at the Front Desk should be balanced at the beginning and end of each shift.
And it should be Hand Over to the next shift with acknowledge of Front Office Leaders.
PROCEDURES
1. The amount of the cash float for Front Desk Agent is Rp. 1.800.000
2. The total amount should be the same all the time, if there is paid out or refund the
cash amount should be added with the paid out or refund to balance the total
amount
3. If there is shortage, FO Clerk should cover the shortage
4. If the FO Clerk was given tips from the guest, the FO Clerk should directly separate
the tips.
5. If he / she forget to separate the tips, the overage should directly go to FO cash
bank. FO Clerk is not allowed to claim the overage as tips
6. If on the next day, the accounting finds out that there is cash transaction not posted
yet by the FO Clerk, investigation should be made by the Front Office
Supervisor/Duty Manager whether the cash for the un posted transaction is the
previous day overage and which FO Clerk that make the mistake
7. Responsibility should be shouldered by the FO Clerk doing the mistake or all Front
Desk Agent in the same shift
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Authorizing Credit Card
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/023
POLICY
Every credit card given by the Guest upon checking-in should be authorized in advance
to guarantee their stay
PROCEDURES
1. Obtain from the Guest his / her credit card to be verified and authorized upon check
in explaining to the Guest that it‟s only as a guarantee
2. Authorize the credit card with the machine an amount: Total room nights X room
rate + 50% from total for additional
3. If the authorization‟s approved and the credit card slip print out comes out, show the
Guest the words “Card Ver” meaning that it‟s only a card verification and not a sale
4. For Amex, record the 4 (0000) digit security number at the edge the sales draft and
others credit card record the 3 (000) digit security number.
5. Ask the Guest politely to sign the credit card slip
6. If the authorization‟s not approved mentioning “Do Not Honour”, inform the Guest
and ask politely if he has another credit card
7. “Please try again”: Try to swipe the card again (probably line problem)
8. “Call LC” : The Guest should call the Card centre
9. “Decline” : Do Not Honour
10. If the Guest insists that his credit card has no problem, connect him to the credit
card centre to sort out the problem with the credit card centre
11. If the Guest doesn‟t have any other credit card, ask for a cash deposit
12. If the Guest could not provide any other term of payment, politely inform the Guest
that the Hotel could not accommodate the Guest unless the Guest could provide a
deposit
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Rebate
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/024
POLICY
Rebate should have the approval of Front Office Manager.
PROCEDURES
1. Rebate is applied only for correction for wrong posting done in the past
2. Rebate requested by the Guest should only be given if the mistake is done by the
hotel. Eg. Wrong room rate, wrong bill posting etc
3. Rebate could not be given for the Guest claim on telephone unanswered unless there
is prove of system problem. This problem should be checked first by the Hotel IT
4. Rebate due to mistake made by other Department, eg. F&B should be countersigned
by the Department Head concerned before the rebate is processed (before the Guest
leaves)
5. Obtain the Guest signature on the rebate
6. When explanation on rebate is clear from department concerned, post the rebate on
the Guest account
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Paid Out
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/025
POLICY
Paid Out requested by in-house Guest will be granted only for certain cases and certain
amount
PROCEDURES
1. Paid Out requested by the Guests will be given for e.g. outside taxi payment, Airport
tax, flower arrangement etc.
2. Paid Out requested for personal advance cash will be granted only for limited amount
up to Rp. 500.000
3. If the Guest asks the reason we could not provide more than Rp. 500.000, politely
inform that the hotel has only limited amount of cash available every day
4. Inform that the Guest could draw another Rp. 500.000 the next day
5. Upon Guest insistence to have more than Rp. 500.000, check to Chief Accounting
whether it‟s approved or not, if yes, obtain the signature of the Chief Accounting
6. Fill the Paid Out form with the amount requested
7. Inform the Guest that we have to charge 5% handling fee for the Paid Out
8. Charge the 5% handling fee and fill the Miscellaneous form.
9. Obtain the Guest signature and Front Office Manager / Duty Manager for both charge
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Refund Deposit
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/026
POLICY
Refund could be given only to the person signing the Advance Deposit cash receipt,
unless there is authorization letter with the signature of the person
PROCEDURES
1. When there‟s a refund for Advance Deposit, politely ask the Guest the Advance
Deposit cash receipt (original)
2. If the Guest is not the one submitting the Advance Deposit, politely inform the Guest
that we are not allowed to give the refund deposit unless there is an authorization
letter from the person himself
3. Then contact the person submitting the Advance Deposit informing him that there is
refund and check term of payment, transfer or cash at Reception
4. Ask the Guest bank account if he prefers for us to transfer the money. Check the
name of the bank account holder, it should be the same as the name of Guest
submitting the Advance Deposit
5. Obtain temporary dummy folio to check out the folio with refund amount on it and
check the folio out to refund account (City ledger number would be defined by Chief
Accounting)
6. Obtain the Guest signature, compare the signature with the Advance Deposit cash
receipt
7. Check out the account as regular procedures
8. Attach the Advance Deposit cash receipt on the 2nd copy of the Guest folio
9. Process the shift audit
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Room Change
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/027
POLICY
Report every room and rate change to Department concerned accurately
PROCEDURES
1. Upon receiving information of guest changing the room due to room‟s out of order or
guest request to move to a better room, fill in the room and rate change form
2. Signed by bell boy who do the luggage movement, Front Office Agent and Front
Office Leaders
3. Obtain the Guest signature on the Room & Rate change form
4. Original‟s attached to the Guest Welcome Form, 2nd copy to Front Office file and 3rd
copy to Housekeeping and 1 copy to accounting.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Cash Advance Deposit
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA /028
POLICY
Cash Advance Payment received for future Reservation at the Front Desk should directly
be posted to the Guest reservation and submits to General Cashier in the Cash
remittance on the same day
PROCEDURES
1. Upon receiving the Cash Advance Payment, check the Guest reservation first
whether the reservation is already at the system or not
2. Calculation of Advance Deposit received should be: Room rate X number of nights X
number of rooms + 50% of the total amount for additional charge
3. If the Guest gives less than the above calculation, inform the Guest politely that we
will require another deposit or credit card authorization from the Guest upon check
in
4. Prepare the Cash receipt mentioning all details needed on the Deposit receipt. Eg.
Guest name, Date, name of Guest on the reservation, amount of Deposit, Guest
phone number / mobile phone number
5. Inform the Guest not to lose the Receipt as it will be required again when there‟s
refund
6. Inform the Guest that refund will only be given to the person who submit the
Deposit (same signature) unless there is “letter of authorization” from the person
himself
7. Keep two copies of the receipt, one copy attach with guest folio and the other copy
for FO file.
8. Retrieve the Guest reservation and post the amount on Advance Deposit menu (Pre
billing)
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Advance Deposit by
Credit Card
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/29
POLICY
Advance Payment received for future Reservation by credit card at the Front Desk should
directly be posted to the Guest reservation (See PMS Advance Payment procedure) and
submitted through the shift audit on the same day
PROCEDURES
1. Advance Deposit could also be in the form of credit card payment
2. Calculation of Advance Deposit received should be: Room rate X number of nights X
number of rooms + 50% of the total amount for additional charge
3. If the Guest gives less than the above calculation, inform the Guest politely that we
will require another deposit or credit card authorization from the Guest upon check in
4. Prepare the Cash receipt mentioning all details needed on the Deposit receipt. Eg.
Guest name, Date, name of Guest on the reservation, amount of Deposit with credit
card, Guest phone number
5. Inform the Guest not to loose the Receipt as it will be required again when there‟s
refund. The refund will be proceed and refund by Accounting
6. Inform the Guest that refund will only be given to the person who submit the Deposit
(same signature) unless there is “letter of authorization” from the person himself
7. Keep two copies of the receipt, one copy attached at the credit card sales draft for
the shift audit and the other copy on the Guest reservation file (copy the credit card
sales slip and attach with the receipt)
8. Retrieve the Guest reservation and post the amount on Advance Deposit menu
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Correction
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/030
POLICY
Correction is applied to correct mistake done at the same day. It could not be used for
mistake occurred in the past
PROCEDURES
1. Correct the posting mistake of the current day using the correction menu with the
approval of the superior
2. Correction could not be applied for mistake occurred in the past
3. Correction should be followed (balanced) with a new correct posting
4. Front Office Supervisor should check to the staff concerned the reason if there‟s no
new correct posting upon checking the staff shift audit
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Courtesy Call
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/031
POLICY
Provide a warm welcome to the new Guests and ensure their first impression of the hotel
is good and warm
PROCEDURES
1. Call the Guest within 10 minutes of his / her arrival, ”Good morning / afternoon /
evening Mr…..(mention the Guest name), this is (FO staff name) your Front Office
Agent. Excuse me for disturbing you. I would like to make sure whether your room is
to your satisfactory and if there‟s anything else we could do for you”.
2. Listen to the Guest‟s comments attentively with confirmation reply here and there
such as “yes”, “alright” etc., never interrupt the Guest.
3. Write down every comments on the Guest Courtesy Call Log
4. If there‟s only good comment, say thank you, “We‟re pleased to hear you‟re satisfied.
Please call us at extensions ….if we could be of service to you. Enjoy your stay with
us”
5. If there‟s a complaint, apologize and follow up the complaint procedure
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Courtesy Room
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/032
POLICY
The courtesy room is for temporary use while the guest is waiting for their room or has
checked out but requires temporary lodging. Avoid giving courtesy room too many as
possible
PROCEDURES
1. Courtesy room is only provided when the room requested is not available when it
should have been available thus this situation should be avoided as much as possible
2. Courtesy room is not provided for due out guest since the luggage of the Guests
could be stored at the luggage room
3. In the case hotel running 100% occupancy, no late check-out is provided
4. Make sure courtesy room is set up the same standard as the regular room set-up
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Guest Special Request
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/033
POLICY
Guest special request mentioned on the reservation should be input in the Hotel System
and have easy access for all concerned department
PROCEDURES
1. Special request of the Guest could be in the form of room type request, view of the
room, bed type, and special treatment for Honeymooner, Birthday, Wedding
Anniversary etc.
2. Ensure the special request is key in to the Hotel System and have easy access to the
Department concerned (Eg. VIP fruit basket/cake by the Kitchen, Honeymooner set
up by Housekeeping etc)
3. Ensure the special request is arranged before the Guest arrival
4. Physically check the Guest room
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Handling Incoming Call
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/034
POLICY
Answer all incoming calls within 3 rings or less; greet the caller with sincere and warm
voice
PROCEDURES
1. Answer the telephone within 3 rings or less
2. Greet the caller warmly, ”Good morning / afternoon / evening, Front Office This is
Rendy how may assist you? ”. If there‟s screen and the room number with the guest
name shown on the phone, mention the guest name after the greeting.
3. If there‟s a Guest in front of you, apologize first to the Guest and answer the
telephone
4. Do not ignore the telephone though you‟re still with a guest as it will reflect to your
sense of responsibility to Guests
5. Listen to the Guest intention of calling, do not interrupt but sometimes gives
confirmation reply such as “yes”, “alright” (not “hmh”) to let the Guest know you‟re
listening
6. If there‟s another call coming, politely ask the Guest to hold for a moment and pick
up the 2nd phone asking politely to the 2nd caller to hold for a moment and go back to
the 1st caller
7. Always go back to the 2nd caller to let the 2nd caller know that you still remember
him, thank him for being patient and apologize if you still need to hold his call or ask
the Guest if you may call him back
8. Ensure you return the Guest call within 10 minutes
9. Keep your call efficient and professional.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Handling Wake Up Call

Request
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/035
POLICY
Record the wake up calls accurately and submit to the operator to be set up in Wake Up
call list form
PROCEDURES
1. When a Guest request a wake up call, gather information:
a. Guest name
b. Guest room number
c. Date of wake up call
d. Time of wake up call
e. Ask whether the wake up call is for one time only or daily until the Guest
checks out
2. Record the wake up calls accurately on the Wake up call form and submit to the
operator to be recorded on the wake up call request list
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Handling Out Room Key
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/036
POLICY
A very strict key control should be established for Guest security. Hands out key only to
the Guest who registers
PROCEDURES
1. When a Guest approach the Front Desk Counter asking for his / her room key, ask
politely the Guest name and room number
“May I know your name Sir / madam?”
2. Check the name in the system
3. Do not give the key if the name doesn‟t match the name in the system; ask for
Identification in case of wrong input.
4. Do not give the key to the person who claims to be the spouses but the name was
not registered in the system, ask the spouse‟s ID
5. Be tactful, polite and diplomatic when declining to give the room key to an individual
explaining that the policy is for the Guest own security
6. If the Guest claim that the key is lost, ask the Guest to fill in and sign the additional
room key request, cross check the signature with the one in the Guest Registration
Form before giving the Guest the key
7. Contact the Manager and Security if the Guest becomes quarrelsome
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Handling Extend Stay
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/037
POLICY
If the room is available, fulfill the Guest request to extend their stay, try to up sell the
room
PROCEDURES
1. Upon receiving the request from the Guest to extend their stay, ask how long they
would like to extend their stay
2. Check the availability in the system
3. If the room is available, change the departure date on the system
4. Politely ask the Guest to the Front Desk for administration matter such as changing
departure date on the key card, additional or full credit card verification, or additional
cash deposit.
5. If the room is “super blocked” for arriving Guest, check to Front Office Manager or
Duty Manager whether the arriving Guest could be moved to other similar room
6. If the super blocked could not be moved, inform the Guest of the situation, try to up
sell and if not, suggest to move to other similar room
7. If the room type is not available, apologize and try to up sell to a better room
explaining the benefits of the room
8. If the Guest doesn‟t wish to change room, check discreetly to Front Office Manager
whether the hotel would upgrade the guest reserved for the extending room to a
better room considering there‟s a chance of no show
9. If the Guest agrees to move to another room, prepare room rate change procedures
and move the guest to the other room
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Incognito Guest
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/038
POLICY
Honor the Guest request not to show the name on the system or “Incognito” status
PROCEDURES
1. Put the INCOGNITO word in front of the Guest first name in the system
2. In this way the staff will not be able to trace the Guest name in the system if tracing
by name in the system and could be alerted that there is request for INCOGNITO
status
3. When an outside Guest looking for the Guest, all staff will automatically say, “We do
not have this Guest registered in the Hotel”
4. All Department should be aware of this incognito Guest from the In house Guest list
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Long Staying Guest
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/039
POLICY
Long staying Guest is categorized as VIP Guest. Hence the VIP treatment will apply
PROCEDURES
1. Guest staying for 14 days or more is considered long staying Guest with special price
applies (See long staying guest special price).
2. Long staying Guest is categorized as VIP Guest, hence the VIP treatment will apply
(See VIP treatment procedure).
3. Provide fruit basket once a week on top of the first time welcome fruit basket
4. Invite long staying guest to GM cocktail party when available
5. Other benefit for permanent Guest who stays more the 6 months will be based on
the contract drawn by the Sales Department
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
No Show
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/040
POLICY
Do not cancel no-show reservation. Submit the No Show report to Front Office Leader
with the supporting reservation for further follow up
PROCEDURES
1. If there‟s no show reservation at the end of the day, do not post the no show fee
even though the reservation is already guaranteed
2. Print the report from the Hotel System and attach all the no-show Guest Registration
Form with reservation supporting
3. Put at Guest Docket
4. Submit the report to Front Office Leader for further follow up
5. Front Office Leader will consult the Reservation to contact and inform the Guest that
the hotel will charge the No Show fee
6. When confirmed to charge the No Show fee, post on “dummy folio” the Room charge
and balanced by the payment
7. Process the general shift audit.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Log Book
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/041
POLICY
Log book should be read at the beginning of each shift and transfer any follow up that
hasn‟t been completed to the next shift
PROCEDURES
1. Read the log book as soon as you arrive at your working area
2. Check for any urgent matters to be followed up as soon as possible
3. Follow up all the enquiries both by Guest or by your superior and write “DONE” if it‟s
been followed up
4. Read and memorize by heart new information
5. Refer to the next shift any follow up that hasn‟t been completed to the next shift
6. Sign and write down your name after reading the log book
7. Never assume the “To Do” in the log book is “DONE” before you reconfirm to your
colleague.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Fully Book Situation
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/042
POLICY
Do not refuse Guest even though the house is running 100% occupancy, put the Guest
on waiting list
PROCEDURES
1. If there is reservation when the Hotel is running 100%, never refuse the reservation
2. If the status of the is already 100% due to reservation, inform the Guest of the
situation and offer the Guest to put them on waiting list
3. Get the Guest data: Guest name, date in and date out, number of room, hand phone
number, type of room
4. Inform the Guest that we could not promise any type of room since as soon as there
is any type of room is available, we would inform him of the availability
5. Key in the reservation into the system on waiting list status
6. As soon as the room is available, contact the Guest
7. Put the reservation on confirmed status and ensure the Guarantee is also followed up
8. If there is still room available, check the where about of the Guest
9. If the Guest is already within the city, inform the Guest we are going to hold the
room for him for 30 minutes and we will release the room if the Guest does not show
up within 30 minutes
10. If the Guest is still out of the city, politely ask him to send a deposit to the hotel
account and fax us the copy of the transfer receipt
11. Or fax the copy of his credit card (back and front) with a signed statement to
authorize the Hotel to charge his / her credit card one night room charge if the Guest
does not show up
12. Inform the Guest that we are going to hold the reservation for 1 (one) hour, if the
Guarantee is not received within 1 (one) hour the reservation is automatically
released unless the Guest contact the hotel
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Waiting List
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/043
POLICY
Never reject a reservation even though the situation of the hotel is already fully booked.
Take the reservation and put into waiting list
PROCEDURES
1. Check how many waiting lists there are on the system
2. If the waiting list is already more than 10 waiting lists, inform the Guest of the
situation
3. If the Guest‟s still willing to be put as waiting list, input the reservation into the
system
4. Obtain complete data of the Guest
5. As soon as there‟s room available, contact the Guest if the Guest is still interested to
stay
6. Call the Guest based on time chronology
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Sleep Out
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA /044
POLICY
When the Guest does not stay at the hotel but does not check out and the luggage is still
in the room, we call it Sleep Out
PROCEDURES
1. Upon receiving a request from the Guest to sleep out, inform the Guest that the price
would be the same
2. Check to the Guest how long they are going to sleep out
3. Check whether they allow the Hotel to clean their room while they sleep out
4. Check the account status, deposit and credit card authorization if still covers until the
departure date
5. For long staying Guest, ensure the account is settled before the Guest leaves and put
another deposit for until he comes back
6. Write down on the log book
7. Inform Housekeeping
8. On the date of Guest departure, inform Housekeeping to check whether the luggage
is still in the room
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
House Use
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/045
POLICY
Person entitled for house use are Owners, General Manager, Executive Assistance
Manager and Manager On Duty
PROCEDURES
1. Person entitled for house use are only Owners, General Manager, Executive
Assistance Manager and Manager On Duty
2. House use rooms are not counted on the system as available room
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Skipper Guest
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/046
POLICY
Upon realizing there‟s Skipper Guest, report to the Front Office Supervisor, Duty
Manager, Front Office Manager, Executive Assistance Manager and General Manager for
further follow up
PROCEDURES
1. Inform to all Leaders In Charge when there‟s skipper Guest
2. Retrieve the Guest Registration Form finding out as much information as possible
about the guest; Deposit (if any), Credit card, address, phone number, company
3. Print the Guest folio
4. If personal data of the Guest is complete, contact the guest informing the Guest of
the unpaid account politely in case the Guest do forget or doesn‟t have time to come
back to settle the bill
5. If the account is confirmed by the Guest, ask the guest to send a fax authorizing us
to charge his credit card for “Sign On File” credit card payment
6. If there‟s no credit card and the deposit is not enough, inform the Guest of the hotel
bank account for guest to transfer the payment then fax the hotel copy of bank
transfer receipt or a fax from the guest giving us the detail of his credit card with a
copy of his credit card (back and front) authorizing us to charge his credit card “Sign
On File”
7. If personal data of the Guest is not complete (which should not have happened
anyway) and there‟s no way to contact the Guest, submit the registration file to Front
Office Manager for further action, e.g. penalty to the staff registering the Guest
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Departure Courtesy Call
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/047
POLICY
Call due out Guests to confirm their departure date one day before departure
PROCEDURES
1. At the day of departure, call the Guest without departure time information at 10.00
a.m. to reconfirm departure date and time and at 12.30 to the Guest who dues out at
12.00 noon but has not checked out yet.
2. Politely confirm the Guest departure date, “Good afternoon Mr……, this is (FO Staff)
from Front Office. We have sent to your room our departure letter and we would like
to reconfirm your departure date. According to record in the system, your departure
would be today. Would you like to extend your stay (only if there‟s room available) or
for a speedy check out, would it be possible to know your check out time. Please be
informed that our latest check out time is 12 noon.
3. If the Guest extends their stay and the room‟s available, change the departure date
in the system. See Extending stay procedure
4. If the Guest request to extend their stay but the room is not available, up sell to
another room type
5. If there‟s no room available, apologize and promise to put his request on waiting list
in case there‟s cancellation. Never forget to come back to the Guest if there‟s any
possibility
6. Check to Front Office Supervisor, Duty Manager or Front Office Manager whether
over booking is allowed
7. Make note at the system the Guest departure time
8. If the Guest request a late check out, process the late check-out procedures
9. At the day of departure, call the Guest without departure time information at 10.00
a.m. to reconfirm departure date and time and at 12.30 to the Guest who dues out at
12.00 noon but has not checked out yet.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Medical Assistance
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/048
POLICY
If a guest need any medical assistant please offer Doctor on call
PROCEDURES
1. If the Hotel Guests need prescribed medicine, suggest we call the Doctor
2. First Aid box is used only for emergency situation
3. As much as possible, the staff is suggested not to give medicine to the Guest unless
for emergency reason to avoid any disclaim from the Guest
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Guest Discretion
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/049
POLICY
Guest has the right for his own privacy therefore all staff is not allowed to give away any
information to outside Guest for whatever reason
PROCEDURES
1. Never gives ANY information about Hotel Guest to anybody for whatever reason
2. Never gives the Hotel Guest name to any outside Guest at any hotel outlets or by
phone
3. If there is a request to be contacted to a certain room number, ask the in-house

Guest name to the caller
4. If the outside Guest does not know the name of the in-house Guest, screen the call
first. Ask the caller‟s name and check to the in-house Guest whether he would like to
accept the call or not
5. If the outside Guest only knows the company name, apologize that we could not
provide the Guest name to the outside Guest for security reason. Suggest the Guest
to find out the Guest name from the company first
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Room Status Report
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/050
Room Status Report
POLICY
The Housekeeping Department reports the current room status to the Front Office
Department two times daily. These reports must be rechecked in the computer system
by Reception, check the room physically if there is room discrepancy
PROCEDURES
1. Receive the Room Status Report from Housekeeping 2 times a day
2. Check carefully for any discrepancies in the system between the Front Office status
and Housekeeping status
3. Contact the Housekeeping Department and ask for additional information or

verification if a discrepancy is discovered
4. Proceed with “Room Discrepancy Report” if there is discrepancy on the Room Status
5. Sign the room status report and the discrepancy report after being checked and file
appropriately
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
VIP Treatment Request
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/051
POLICY
Prepare VIP treatment request daily and distribute to all Department concerned
PROCEDURES
1. Prepare VIP treatment request one day before guest arrival at latest 12.00 p.m
2. VIP treatment is given to VIP guest based on the updated VIP category (see VIP
category file)
3. Distribute the VIP request to the Department concerned (eg. Flower – Housekeeping,
Fruit basket – Kitchen, welcome drink – F&B etc)
4. Obtain the signature of person receiving the request on the original VIP treatment
request form
5. File one copy to the VIP treatment request file
6. The night shift should check whether the Guest shows up or not
7. If the Guest doesn‟t show up, inform Housekeeping and F&B Department to clear up
the VIP amenities
8. Night shift put the notes on the VIP treatment request form the Guest status and the
name of staff who receives the information to clear up
9. Check in the evening for any additional VIP request from Reservation Department
10. Prepare the additional VIP request, put notes on the top right side of the paper
“Same Day Reservation” and distribute to the Department concerned
11. List of VIP Amenities :

Welcome Letter – GM,EAM,FOM or Dept Head.
Welcome Fruit – Food & Beverage
Full Amenities Bathroom – Housekeeping
Newspaper ( Kompas or Jakarta Post ) – Concierge.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Room Upgrade
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/052
POLICY
Room upgrade is granted with prior approval of the management except for reservation
with “Run of the House”
PROCEDURES
1. Room upgrade could be given one level up the original room reservation with the
approval of the Duty Manager or Front Office Manager when the room requested is
not available, for upgrade to suite must be approval by General Manager
2. Room upgrade could be given to returning Guest to appreciate their returning to G.

H. Universal Hotel
3. Room upgrade could also come from Sales Department to treat their client or from
the executive office (General Manager, Executive Assistant Manager)
4. Room upgrade is approved for Guest complaining of the room for reason such as no
Air-Condition, toilet‟s out of order, etc. Room upgrade could not be given to the guest
if they don‟t like the room. In this case up sell the room
5. More than 1 level room upgrade should have the reason and the signature &
Approval of the General Manager
6. Obtain the signature of room upgrade from Front Office Manager or Duty Manager or
General Manager on the Room upgrade request form
7. Advise the Guest of the room upgrade and the reason so that the Guest may feel
appreciated and honoured
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING

Handling Guest
Complaint Regarding
Room
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/053
POLICY
Apologize and attend to the Guest complaint sincerely and follow up speedily and advise
the Guest of the result
PROCEDURES
1. Upon receiving Guest complaint, find out a complete information of the Guest
complaint
2. Take notes and ensure to the Guest after apologizing your responsibility to follow up
the matter and promise to send someone directly to the room
3. Call Housekeeping informing the problem and ask to send some one to check & fix
the problem
4. Check to the Guest whether the one of the staff has arrived
“Excuse me Mr / Mrs….., have some one from our staff come to your room to
check?”
5. If the Engineering staff will not come to the room due to fixing process is at the
central such as Air condition, drainage, etc, inform the guest of the situation so as
the Guest will not feel neglected
6. Keep monitoring the progress of the Engineering work and inform the Guest of the
status
7. If the problem of the room could not be fixed by the Engineering in the short time,
suggest the Guest to move to another room if there‟s room available
8. If the Guest agrees to move to another room, process the Room & Rate change
procedures and send a condolence offering eg. Fruit basket, cake, cookies etc based
on the approval of the management
9. If the Guest doesn‟t agree to move and prefer to wait for the Engineering staff to fix
the problem, report to Front Office Supervisor, Duty Manager or Front Office Manager
for further action eg. Complimentary voucher etc.
10. If there‟s no room available, ensure the problem is fixed on the same day and report
to the Front Office Supervisor, Duty Manager or Front Office Manager for further
action eg. Apologize letter, Complimentary voucher according to the management
decision
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Complaint and Request

Log
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/054
POLICY
Record every complaint and request on a separate log book and follow it up until the
problem is solved
PROCEDURES
1. Record every complaint on a complain and request log book
2. The log book should be made chronologically by date
3. Information needed on the log book are Guest name, room number, time of
complaint / request, initial of FO staff receiving the complaint / request, staff name
of receiving department and the department, time of problem solved
4. Refer the complaint / request to the Department concerned
5. DO NOT EVER STOP THERE, ALWAYS FOLLOW UP TO THE DEPARTMENT CONCERNED

TO CHECK WHETHER THE COMPLAINT / REQUEST IS DONE
6. Upon finding out that the complaint / request has been followed up by the
department concerned, contact the Guest and check if everything is alright
7. Log the date and time of problem solving completion and staff handling the
completion
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
VIP Packages
FOM HRM GM
SOP No:
GHU/SOP/FO/FDA/055
POLICY
All departments must be concern to VIP package.
PROCEDURES
Type of Guest VIP Amenities Action by

VIP Welcome Letter GM
Welcome Fruit / Cake Food & Beverage Product
Full Amenities Bathroom Housekeeping
Newspaper Concierge

Type of Guest VIP Amenities Action by
VIP Welcome Letter GM
Newspaper Concierge
Regular Guest Welcome Letter GM
Newspaper Concierge
Long Stay
Welcome Letter GM
Guest
Newspaper Concierge
3. All amenities packages must be prepared before the guest arrival on the prior day.
PRIVATE PROPERTY
written agreement.
BUSINESS CENTER
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Welcoming The Guest
FOM HRM GM
SOP No:
GHU/SOP/FO/BC/001
POLICY
Welcome and greet the Guest entering the Business Center warmly, try as much as
possible to use the Guest‟s name
PROCEDURES
1. Smile and greet the Guest, “Good Morning / afternoon / evening Sir / Madam…..,
may I assist you?
2. Obtain politely the Guest name and room number if you don‟t know yet
3. Listen to the Guest request attentively, clarify if you are not clear then give an
efficient and professional response
4. Thank the Guest‟s finished with his / her task and wish the Guest a good day, “Thank
you very much Mr….. / Mrs……, enjoy your day”
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Handling Outgoing Fax
FOM HRM GM
SOP No:
GHU/SOP/FO/BC/002
POLICY
Send Guest facsimile properly and ensure it‟s transmitted. Treat all Guest document as
confidential matter
PROCEDURES
may I assist you?
2. Politely ask the Guest to be seated
3. Obtain the Guest name and room number if you don‟t know yet
4. Listen to the Guest request attentively, clarify if you are not clear
5. Knowing the Guest would like to send a fax, retrieve the document
6. Confirm the destination
7. Send the fax properly and wait for the result
8. Attach the transmission print out to the original fax form
9. Submit the fax to the Guest if the Guest‟s still waiting
10. Send the fax to the Guest‟s room if the Guest does not wait ensuring that the Guest
sign the expedition book
11. If the Guest is not in the room, leave a message informing that the fax has been sent
and the Guest could take the fax from the Business Center
12. Prepare the business centre bill mentioning the amount of the charge
13. If the Guest is an outside Guest, the bill should be paid in Cash and stamp “PAID” on
it
14. If the Guest is an in-house Guest, obtain the Guest‟s signature on the business
centre bill
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Handling Outgoing Fax
FOM HRM GM
SOP No:
GHU/SOP/FO/BC/002
15. Submit the original copy to the Front Desk to be filed at the Guest docket
16. Attach the 3rd on the Daily Revenue Summary
17. Attach the 2nd copy on the shift audit
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Handling Photocopy
FOM HRM GM
SOP No:
GHU/SOP/FO/BC/003
POLICY
Provide an efficient photo copy service to the Guest ensuring a proper charges are
posted to the Guest account
PROCEDURES
how may I assist you?
5. Knowing the Guest would like to send photo copy, retrieve the document
6. Inform the price of photo copy per page and seek his / her approval before
proceeding
7. When the photocopying has been done, prepare the business bill mentioning the
amount of the charge
8. Obtain the Guest signature on the business centre bill if the Guest is in-house Guest
9. If an outside Guest, the charge should be paid in cash
10. Submit the copied paper to the Guest, say thank you and wish the guest a nice day
11. Post the bill into the Guest accont
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Handling Internet
Request
FOM HRM GM
SOP No:
GHU/SOP/FO/BC/004
POLICY
Assist the Guest connecting to the internet ensuring a proper charges are posted to the
Guest account
PROCEDURES
how may I assist you?
5. Knowing the Guest would like to use the internet, direct the Guest to the computer
6. Inform the price of the internet usage per hour and printing charge if the Guest
would also like to print
7. Assist the Guest connecting to the internet
8. Once the Guest finish with the internet, check the length of usage
9. Prepare the business centre bill and obtain the Guest signature of the Guest
10. Pay cash for outside Guest
11. Post the bill into the Guest account
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Handling Incoming Fax
FOM HRM GM
SOP No:
GHU/SOP/FO/BC/005
POLICY
Send all incoming fax for in-house Guests promptly through the concierge
PROCEDURES
1. Read the incoming fax, finding out who‟s the fax for
2. Check the Guest name and room number in the system
3. Record the incoming fax to the Incoming Fax log book: Guest name, room number,
fax number, number of pages
4. Put the fax into an envelope
5. Call the Guest room informing the guest there‟s a fax
6. If the Guest is not in the room, write a message and send to the Guest room
informing him of the incoming fax and that he / she could obtain the fax at the
business center
7. Send the fax through the concierge ensuring the Guest sign the expedition book
8. Treat the Guest document as confidential matters
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Handling Translation
Request
FOM HRM GM
SOP No:
GHU/SOP/FO/BC/006
POLICY
Assist the Guest with simple translation from English to Indonesia vice versa otherwise
for more difficult one arrange with outside translator
PROCEDURES
1. Smile and greet the Guest, “Good Morning / afternoon / evening Sir / Madam…..,how
may I assist you?
5. Knowing the Guest would like to translate a document, check whether it‟s a simple
translation job
6. If it‟s a simple translation, do the translation yourself but as much as possible to

arrange an outside translator
7. Contact the translator
8. Prepare a business centre and obtain the Guest signature the bill
9. Inform the Guest that as soon as the translation‟s finished, we‟ll send them to the
Guest room
10. Send the documents to the translator with the money to pay the service, ensure
there‟s a receipt
11. Send the translated document and the documents itself to the Guest room ensuring
the Guest sign a receipt
12. Post the bill to the Guest account
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
BC Supplies Stock
FOM HRM GM
SOP No:
GHU/SOP/FO/BC/007
POLICY
Ensure the supplies for the Business Center is appropriately stocked and avoid short of
stock
PROCEDURES
1. Check the office supplies and meeting amenities every twice a week
2. Make list of supplies needed to be restock
3. Prepare the store requisition form
4. Submit the store requisition to the Purchasing Manager
5. Take the supplies from the store when the things are ready
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
BC Daily Revenue
Sumary
FOM HRM GM
SOP No:
GHU/SOP/FO/BC/008
POLICY
Summarize daily the Business Center revenue accurately and report to the Financial
Controller with supporting bill attached. Report to Accounting every end of month
PROCEDURES
1. Record every bill posted of the day at the Daily Revenue summary
2. Attach the supporting bills on the summary
3. File on the Monthly Revenue Summary binder at the end of the day
4. Prepare a Business Center Monthly Revenue report, submit to Accounting and Front
Office manager
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Log Book
FOM HRM GM
SOP No:
GHU/SOP/FO/BC/009
POLICY
PROCEDURES
3. Follow up all the enquiries both by Guest or by your superior
6. Sign after reading the log book
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Shift Audit
FOM HRM GM
SOP No:
GHU/SOP/FO/BC/010
POLICY
All Business Center staff should do his / her shift audit at the end of the shift ensuring all
supporting documents‟ attached on the shift audit
PROCEDURES
1. Print the shift audit report from the system
2. Match the supporting documents on hand with the ones on the shift audit report;
Guest check out folio, charged bills etc
3. Match the amount of the posting eg. Guest payment by credit card, cash and bill
amount and the amount on the credit card
4. Name of the credit card should be the same as posted on the system
5. If there‟s any supporting bill missing, copy from the original and attach to the shift
audit report
6. Make correction if there‟s mistake on the same day
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
BC Opening and Closing
FOM HRM GM
SOP No:
GHU/SOP/FO/BC/011
POLICY
Business Center opens 6 days a week from 07.00 am to 10.00 pm
PROCEDURES
1. Open Business Center every day at 07.00 am
2. Dust the Business Center and clean as you go, apply refresher
3. Check Business Center stationary supply
4. Close the Business Center at 10.00 pm
5. Turn off the electricity if no guest us the Business Center
6. Over handle to Night shift
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Correction
FOM HRM GM
SOP No:
GHU/SOP/FO/BC/012
POLICY
Correction is applied to correct mistake done at the same day. It could not be used for
mistake occurred in the past
PROCEDURES
1. Correct the posting mistake of the current day using the correction menu with the
approval of the superior
2. Correction could not be applied for mistake occurred in the past
3. Correction should be followed (balanced) with a new correct posting
4. FO Leaders should check to the staff concerned the reason if there‟s no new correct
posting upon checking the staff shift audit
PRIVATE PROPERTY
written agreement.
OPERATOR
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING

from In-House Guest
FOM HRM GM
SOP No:
GHU/SOP/FO/TO/001
POLICY
Answer all incoming calls within 3 rings or less; greet the caller with sincere and warm
voice
PROCEDURES
2. Greet the caller warmly, ”Good morning / afternoon / evening, Front Office This is
(FO Staff) How may assist you ”. If there‟s screen and the room number with the
guest name shown on the phone, mention the guest name after the greeting.
3. If there‟s a Guest in front of you, apologize first to the Guest and answer the
telephone
4. Do not ignore the telephone though you‟re still with a guest as it will reflect to your
sense of responsibility to Guests
5. Listen to the Guest intention of calling, do not interrupt but sometimes gives
confirmation reply such as “yes”, “alright” (not “hmh”) to let the Guest know you‟re
listening
6. If there‟s another call coming, politely ask the Guest to hold for a moment and pick
up the 2nd phone asking politely to the 2nd caller to hold for a moment and go back to
the 1st caller
7. Always go back to the 2nd caller to let the 2nd caller know that you still remember
him, thank him for being patient and apologize if you still need to hold his call or ask
the Guest if you may call him back
8. Ensure you return the Guest call within 10 minutes
9. Keep your call efficient and professional.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING

from Outside Guest
FOM HRM GM
SOP No:
GHU/SOP/FO/TO/002
POLICY
Answer all incoming calls within 3 rings or less, greet the caller with sincere and warm
voice
PROCEDURES
2. Greet the caller, Good morning / afternoon / evening, G. H. Universal, This is (Staff
Name), How may assist you”.
3. Listen attentively to the caller
4. If the caller would like to be connected to the in-house Guest, ask the Guest full
name
5. Check to the system the Guest name
6. If you could not find the Guest name in the system, ask the caller whether he / she
has other name, check to the system
7. As soon as you find the Guest name and the room number, transfer the telephone to
the room
8. Never disclose the guest room number to the caller, if the caller ask the room
number, say, ”I‟m sorry Sir / Madam, for our Guest security, we are not allowed to
inform our Guest room number”.
9. If the caller would like to talk to one of the staff, ask the Guest the intention of the
call. If it‟s not something very urgent e.g. Family‟s sick or pass away, suggest to
leave a message. If the caller become abusive, transfer the call to the Personnel
Manager
10. If the caller would like to talk to one of the FOM, ask the caller‟s name, screen the
call by checking to the FOM whether they would like to receive the call
11. If FOM refuse to receive the call, go back to the caller and inform him / her that the
FOM concerned is not at the office and suggest to leave a message
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING

from Outside Guest
FOM HRM GM
SOP No:
GHU/SOP/FO/TO/002
12. If the call is for business such as to the reservation, sales, accounting, transfer the
call directly
13. At the end of the conversation, say thank you for the call, ”Thank you for calling G.
H. Universal Hotel, have a nice day”
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING

from In-House Guest
FOM HRM GM
SOP No:
GHU/SOP/FO/TO/003
POLICY
voice
PROCEDURES
2. Greet the caller, ” Good morning / afternoon / evening, Operator, This is Andri, ” Mr /
Ms (guest name)?.
3. Listen attentively to the caller
4. Knowing the Guest would like to make an outside call, inform politely the Guest that
he / she could directly call from the room, “Excuse me Mr/Ms….., I would connect you
to this number but please be informed that you could also call directly from your
room, just dial 9 first then the area code etc….”
5. If the Guest indeed doesn‟t know and would like to dial himself, say thank you for the
call, “Thank for calling Mr/Ms….., have a nice day”
6. If the Guest do know but would like the operator to do it for him, apologize and
connect the telephone
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING

from Staff
FOM HRM GM
SOP No:
GHU/SOP/FO/TO/004
POLICY
voice
PROCEDURES
2. Greet the caller, ” Good morning / afternoon / evening, Operator, This is (FO staff)
how may assist you?,” Mr / Ms (staff name)?.
3. Write down the staff name, department and the phone number requested on the
Daily outgoing call record
4. If you „re not busy, directly connect the telephone
5. If you‟re busy, promise to connect the phone in a few minutes
6. Charge the phone to the staff on personal account directly at the same day if it‟s for
personal reason
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Taking Message for In-

House Guest
FOM HRM GM
SOP No:
GHU/SOP/FO/TO/005
POLICY
Take and receive all Guests messages correctly and accurately and deliver immediately
to the Guest room
PROCEDURES
1. Check the Guest‟s name first in to the system whether the Guest is still in the hotel,
has not yet checked in or has already checked out
2. If the Guest has already checked out, inform the caller and do not take the message
3. Write down the message on the Guest message form, the message should be short
and simple
4. Ask the caller‟s name and phone number
5. Repeat the message to confirm accuracy
6. Thank the caller for calling G. H. Universal Hotel
7. Put the message into the message envelope and record it on the message record
book
8. Send the message to the Guest room by the concierge
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Wake-Up Call Request
FOM HRM GM
SOP No:
GHU/SOP/FO/TO/006
POLICY
Record Guest wake-up call accurately, set up on the PABX and ensure it‟s executed on
time
PROCEDURES
1. Write down the detail on the Daily Wake Up Call request form accurately: Guest
name, room number, Wake Up call time
2. Repeat the detail to confirm accuracy
3. Check to the Guest Whether the Wake Up Call for only one time or daily until the
Guest check or partial
4. Write down on the operator log book if there‟s any special request, e.g. Guest need
wake-up call twice within 5 minutes etc.
5. Write down on wake up call request list
6. Ensure to refer the wake call request to the next shift
7. File the wake up call request list daily
8. If the second wake up has no response again from the guest, inform Front Office
Leaders to check the room with security.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Emergency Telephone
FOM HRM GM
SOP No:
GHU/SOP/FO/TO/007
POLICY
Emergency telephone should be available at the Operator room. A telephone ringing

from emergency telephone should be priority above all other telephone
PROCEDURES
1. Emergency telephone is only used when there‟s emergency by both Guests and staff
finding there‟s emergency
2. Emergency telephone number should be easy to remember by the Guest and printed
on the telephone in the room
3. As soon as there‟s telephone call from emergency telephone, operator should

received first this call
4. Listen carefully to the emergency situation, write down all details needed such as
caller, venue and emergency situation.
5. Follow up the emergency situation procedure
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Information
Compendium
FOM HRM GM
SOP No:
GHU/SOP/FO/TO/008
POLICY
Complete information compendium should be available at the telephone operator
PROCEDURES
1. Complete information compendium should be available at the telephone operator
2. Record hotel outlet extension
3. Record every important telephone numbers in Bandung such as Police station,

doctors, hospitals, churches (with opening hours), mosques, bank, money changer,
super market etc
4. Update information on local events
5. Record places of interest such Restaurant, bar / café, tourist destination etc
6. Update regularly all the information
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Billing Telephone
Charges
FOM HRM GM
SOP No:
GHU/SOP/FO/TO/009
POLICY
Telephone charges (local, domestic & IDD) should be billed accurately to the Guest hotel
account
PROCEDURES
1. Telephone calls done directly from the room will be charged automatically from the
Hotel system, printed on the Hotel system
2. Ensure to charge the telephone calls done by the Guest from meeting room or other
outlet ensuring operator obtain the guest name, room number and signature before
charging to the Guest hotel account
3. If the Guest is not hotel Guest, ensure the Guest settle directly in cash or credit card
(with a minimum amount)
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Telephone Phrases
FOM HRM GM
SOP No:
GHU/SOP/FO/TO/010
POLICY
Always use good English / Indonesian language phrases, never use slang
PROCEDURES
1. Incoming Call from outside by the telephone operator

“Good morning / afternoon / evening, G. H. Universal Hotel how may assist you
?”
2. Incoming Call from extension to extension

“Good Morning, Concierge, This is Agus, How May Assist you?”
3. Operator transferring a call from outside Guest to hotel extension

“Thank you for calling, I will transfer your call”
4. Nobody pick up the phone at the office

“Excuse me Sir / Madam, no one answer the phone, would you like to leave a
message?
5. The line is busy

“Excuse me Sir / Madam, the other line is still busy, would you like to leave a
message?”
6. There‟s a second call while speaking with the 1st caller (through the operator)
“G. H. Universal Hotel, Good Morning, please hold a moment?”
7. There‟s a second call while speaking with the 1st caller (at the extension)
“Good Morning, Concierge, This is Agus, please hold a moment?”
8. Refused call
“Excuse me Sir / Madam, Mr/Ms… is not at the office at the moment, would you
like to leave a message?”
9. Ending a call
“Thank you for calling G. H. Universal Hotel, have a nice day”
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Log Book
FOM HRM GM
SOP No:
GHU/SOP/FO/TO/011
POLICY
PROCEDURES
3. Follow up all the enquiries both by Guest or by your superior
6. Sign after reading the log book
PRIVATE PROPERTY
written agreement.
CONCIERGE
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
G. H. UNIVERSAL HOTEL PROCEDURES
Welcoming the Guest
FOM HRM GM
SOP No:
GHU/SOP/FO/CON/001
POLICY
Open the car door with good standing posture welcoming the Guest with warm smile
PROCEDURES
1. Upon noticing the arrival of a car, stand alert at all the time.
2. Open the car with your left hand, bend a little bit, smile and welcome the Guest
warmly, “Welcome to G. H. Universal Sir / Madam …….”
3. Close the door gently
4. Help the Guest with their luggage if they are checking in to the hotel, put at the
luggage trolley
5. Look discreetly on the luggage tag (if any) the name of the Guest
6. Confirm the number of luggage‟s
7. If the Guest bring his own car, offer the valet service
8. Open a conversation, “May I know your name Sir / Madam?” (if you couldn‟t fine the
Guest‟s name on the tag), “How‟s your flight Mr /Ms (after finding out the guest
name)” etc
9. Escort the Guest to the Front Desk for registration
10. Inform the FO Clerk the Guest name to fasten the registration process
11. Wait in attendance until Guest finished registration then continue with escorting to
the room procedure
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Handling Check Out

Guest
FOM HRM GM
SOP No:
GHU/SOP/FO/CON/002
POLICY
Response to Guest request to pick up their luggage upon check out promptly and do not
leave the counter unattended.
PROCEDURES
1. As soon as the bell boy receives information that the Guest would like to check out
and inform Front Desk to prepare guest folio, immediately go the room.
2. Knock the door and wait until the Guest opens the door.
3. Reconfirm to the Guest that they are checking out and need their luggage to be
picked up.
4. Upon confirmation from the Guest, enter the room with the trolley.
5. Pick up the entire luggage and put on the luggage trolley.
6. If the Guest‟s in the room, before leaving ask the Guest politely whether all luggage
has been stacked or whether there‟re still missing.
7. If the Guest‟s not in the room, ensure by doing last glance to the entire room
whether there‟re still luggage or items left.
8. Proceed to the bell counter and put the luggage at one corner waiting for the Guest
to direction.
9. If the Guest uses the valet service upon check in and the key‟s still with the valet,
ask the valet to bring the car to the entrance.
10. When the Guest car arrive in front of the lobby, put the luggage on the trunk
ensuring the number of luggage to the Guest. Confirm guest luggage and note down
in the expedition luggage book.
11. Open the door of the car for the Guest with your left hand, bend a little, say good
bye and wish the a nice trip, “Thank you for your stay with us Mr/Ms….., look forward
to meeting you again and have a nice trip”.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Storing the Guest

Luggage
FOM HRM GM
SOP No:
GHU/SOP/FO/CON/003
POLICY
Record luggage that‟s stored at the luggage store accurately and issue the luggage tag
PROCEDURES
1. Either the Guest stores his / her luggage for a short time or a long time, bell boy
should issue a luggage store receipt mentioning all the details of the Guest:
a. Guest name
b. Room number (ex room number)
c. Date of receipt
d. Description of luggage
e. Number of luggage
f. Officer name ( handle by )
2. Arrange the luggage appropriately on the luggage rack ensuring all luggage are
locked
3. Attach the upper part of the luggage tag on the luggage each luggage with one tag
4. Give the lower part of the tag to the Guest
5. Record the storing on the luggage store log book with all the details as mentioned on
the store receipt
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Escorting guest to the

Room
FOM HRM GM
SOP No:
GHU/SOP/FO/CON/004
POLICY
Give as much information of the hotel as possible while escorting the Guest to the room
PROCEDURES
1. While pushing the luggage trolley with the Guest‟s luggage on it, explain the hotel
facilities, what they sell and opening hours etc.
2. Not to let the conversation stop to avoid the Guest feel bored and abandoned
3. Find out whether this‟ the Guest first time staying at the hotel or not
4. Arriving at the room, open the door and insert the card into the electricity switch
box.
5. Put the luggage on the luggage rack
6. If this the Guest‟s first time, ask the approval of the Guest to explain the room
facilities
7. Proceed with the room facilities explanation procedures
8. If the Guest is returning Guest say thank you and wish them a nice stay, “Thank you
very much Mr / Ms, enjoy your stay with us, please do not hesitate to contact me,
(your name) at extension ….”
9. Ask regarding transportation and get as much as possible guest requirement.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Delivering guest
Message and Fax
FOM HRM GM
SOP No:
GHU/SOP/FO/CON/005
POLICY
Deliver Guest messages, incoming & outgoing fax to the Guest room promptly.
PROCEDURES
1. Record every incoming messages, incoming & outgoing faxes to be delivered to the
Guest room and executive office.
2. Directly deliver the letter, messages & faxes.
3. Obtain the Guest signature on the delivery expedition.
4. Leave the message to the Guest if the Guest is not in the room, put on the message
light through the operator.
5. Treat all guest documents as a confidential matter.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Newspaper
FOM HRM GM
SOP No:
GHU/SOP/FO/CON/006
POLICY
Newspaper will be provided on several public areas. All VIP guests are entitled for daily
newspaper.
PROCEDURES
1. Provide newspaper on several public areas: lobby, restaurant etc
2. VIP guests are entitled for daily newspaper based on their nationality, Jakarta Post
for foreigner and local newspaper for Indonesian
3. Deliver newspaper to General Manager, Executive Office, Lobby and Restaurant

based on their requirement
4. Keep a good record of newspaper delivery to avoid complain from the Guest entitled
for the newspaper
5. Ensure the delivery of the newspaper from the newspaper supplier on time
6. Attach the newspaper receipt on the daily newspaper record and make a report on
monthly basis and submit to Accounting & Front Office Manager
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Cold Storage for Guest
FOM HRM GM
SOP No:
GHU/SOP/FO/CON/007
POLICY
Assist the guest when they request to store their cold storage but get the approval of the
Executive Chef beforehand.
PROCEDURES
1. When the guest request for cold storage eg. Baby food, milk etc, ask the items and
amount would like to store.
2. Politely ask the guest to wait for a moment to check the availability.
3. If there is no space available, contact the guest and apologize that the space for the
cold storage is already full. Suggest the guest to storage in the room refrigerator.
4. If there is available, stick the luggage tag on the things with complete guest‟s
information. Always complete the expedition book after store the guest things.
5. Note down in the log book to share with the other team member.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Log Book
FOM HRM GM
SOP No:
GHU/SOP/FO/CON/008
POLICY
PROCEDURES
1. Read the log book as soon as you arrive at your working area.
2. Check for any urgent matters to be followed up as soon as possible.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Car Check Hand Over
FOM HRM GM
SOP No:
GHU/SOP/FO/CON/009
POLICY
Hand over the car check at the end of each shift to avoid any unnoticed damage on the
car
PROCEDURES
1. Provide a complete car check list
2. At the end of each shift, check the car; tool completeness, cleanliness, car body (if
there‟s new scratch or damage) etc witnessed by the next shift driver
3. Hand over the check list to the next shift driver and obtain the signature
4. Put the check list on the Bell Captain desk to do necessary follow up
5. File the check list after follow up‟s done by the Bell Captain
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Car Maintenance Order
FOM HRM GM
SOP No:
GHU/SOP/FO/CON/010
POLICY
Prepare the car maintenance order once you find the car in need of maintenance
PROCEDURES
1. Upon finding out the car needs maintenance during your car check hand over,
prepare the maintenance order detailing the area needed the maintenance
2. Submit Purchase requisition to Front Office Manager
3. Once approved by the Front Office Manager, prepare the purchase order and submit
to Chief Accounting to be sent to appointed garage
4. Send the car to the appointed garage for maintenance
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Driving Motor Cycle &

Hotel Car
FOM HRM GM
SOP No:
GHU/SOP/FO/CON/011
POLICY
Drive the car carefully at the maximum of 60 km/hour on the road city and 80 km
km/hour on the freeway
PROCEDURES
1. Wear the safety belt before drives and remind the passenger to use it as well.
2. When driving the car maintain a maximum of 60 km/hour on the road city, less at
the hotel and 80 km/hour on the freeway
3. Only driver who‟s in charge of the car allowed to drive the hotel care
4. Different department (Having driver‟s license according to type of vehicle) who get
approval from GM, EAM or FOM
5. Write the travel permit form and must be submitted to Security when exiting the
Hotel
6. Front Office Manager, Duty Manager, FO Supervisor, Front Desk Agent and Bell boy,
can drive the car for valet service & Motor Cycle, Hotel car (Having driver‟s license
according to type of vehicle)
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Guest Transportation
Summary
FOM HRM GM
SOP No:
GHU/SOP/FO/CON/012
POLICY
Prepare Guest transportation summary every end of the month and submit to Accounting
Department for expense distribution
PROCEDURES
1. At the end of each day, prepare guest transportation summary based on the daily
guest transportation record
2. Submit the summary to Accounting for expense distribution by the end of the month
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Staff Transportation
Summary
FOM HRM GM
SOP No:
GHU/SOP/FO/CON/013
POLICY
Prepare staff transportation summary every two weeks and submit to Accounting
Department for expense distribution
PROCEDURES
1. At the end of two weeks, prepare staff transportation summary based on the daily
staff transportation record
2. Calculate the cost to each Department based on the kilo meter distribution times the
gasoline price per kilo meter
3. The summary should be signed by Front Office Manager
4. Submit the summary to Accounting for expense distribution
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Handling Transportation
Request
FOM HRM GM
SOP No:
GHU/SOP/FO/CON/014
POLICY
Record the transportation request accurately and ensure the driver standby with the car
at least 10 minutes departure time
PROCEDURES
1. Get detailed information when the Guest requests transportation; Guest name,
room number, date of usage, destination, type of rental (hourly, drop only, daily)
2. Check to the transportation log book if there‟s car available for the appointed
3. If the car‟s not available on the date or time, suggest to reschedule but if the
Guest refuse to reschedule, inform him that if the Guest agrees, we would try to
rent from outside rental company informing to the Guest that the Hotel will not
be responsible for anything occurring if the Guest rents from outside
4. Record the request in the log book based on the date
5. Check one day before departure for any car request and assign the driver ( based
on driver schedule )
6. Inform the driver of the assignation and to be standby with the car at least 10
minutes before departure
7. If on the time of departure, the Guest hasn‟t arrived at the bell area, call the
Guest to the room reminding him / her of the schedule
8. Ask the Guest whether they need their luggage to be picked up
9. Proceed with check out procedures
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Handling Department
Transportation Request
FOM MR GM
PNP No:
Rev No: 00 Date : 01/02/2012 Page : 1 of 1
APPHC/PNP/FO/CON/015
POLICY
Record the transportation request accurately and ensure the driver standby with the car
at least 10 minutes departure time
PROCEDURES
1. Transportation request from Hotel Department should be reserved at least one day in
advance and all reservation will be put on second priority after the Guest.
2. Transportation request form from the Department concerned signed by the

Department Head with the reason should be filled in and submitted to Concierge at
least one day in advance
3. Check the transportation schedule and if the car‟s available for the appointed date,
ask for the signature of Front Office Manager for approval
4. If the car‟s not available on the appointed date, inform the Department concerned to
reschedule the program
5. Record the request on the Transportation schedule form according to the date
6. Assign the driver based on the driver schedule
7. Ensure the driver stand by 10 minutes before the scheduled time
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Log Book for Car
FOM HRM GM
SOP No:
GHU/SOP/FO/CON/016
POLICY
Prepare the car maintenance order once you find the car in need of maintenance
PROCEDURES
1. Before leaving the hotel to do his assignation, write down the kilometre of car, time
of leaving and purpose
2. As well as when arriving to the hotel.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Room Facilities
Explanation
FOM HRM GM
SOP No:
GHU/SOP/FO/CON/017
POLICY
The Guest must be explain in regardingthe room facilities by clockwise
PROCEDURES
1. After put all the guest luggage, as the final step we have to explain the guest about
the rom facilities. Ask the guest permision
2. After guest agreed, start to explain about the room facilities by clockwise
3. One of the most important thing is about the emergency evacuation route in case of
fire or natural Disaster which hang on the backside of the door. This is very
important so they know where to go in case of emergency
4. Leave the room if there are no other requires, ask for permission and wish the guest
a pleasant stay without lingering for tips.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Paging through the car

call
FOM HRM GM
SOP No:
GHU/SOP/FO/CON/018
POLICY
All the concierge staff should be able to handle the car call request by the guest with a
clear pronounciation and professional.
PROCEDURES
1. Obtain the driver name, car number, company names or location from the guest
2. The phrases for paging the driver is “Panggilan kepada Bapak …. Dari (Company or
Location), harap segera menuju Lobby beserta atau tanpa kendaraan. Terima Kasih”
and should be repeated twice
3. Inform the guest that the car call already done and ask the guest to wait
4. Reconfirmed to the guest whether the driver has already come. If not repeat again to
page the driver
5. All requests should be handled with courteous and professional manner
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Outside Food Delivery
FOM HRM GM
SOP No:
GHU/SOP/FO/CON/019
POLICY
Hotel allows the guests to order food & drink from outside the hotel, There will be no
surcharge for this service.
PROCEDURES
1. The delivery man comes to the concierge desk
2. Reception or Bellboy calls the room number to inform the guest
3. If the guest confirms the delivery order, ask whether they want it delivered to the
room by the delivery guy or if the guest will come down to collect
4. If the guest wants the delivery guy to bring the food to the room then the security or
concierge should escort him
PRIVATE PROPERTY
written agreement.
GUEST RELATION OFFICER
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Handle VIP & VVIP
FOM HRM GM
SOP No:
GHU/SOP/FO/GRO/001
POLICY
As a guideline for each staff GRO when receiving or mencheck in the VVIP and VIP
guests who come directly without making a reservation in advance or reservation sudden
Hotel.
To homogenize the check-in process is performed by each GRO
PROCEDURES
1. Smile and immediately recognize when guests who come adalh VVIP or VIP
guests of the hotel, or other important people, greeting accordance with the
standards and time, for example: Good Morning / Afternoon / Evening and give
greeting "Welcome". Do not forget to always stare at the guests during the talk.
2. GRO prepare a welcome drink, which is already working with several other
departments such as the F & B and HK.
3. Preparing the rooms were nice, good conditions and the landscape as well as
preparing the welcome letter already prepared the General Manager if possible.
4. Knowing the room price, room type, room availability and amenities offered by
the hotel.
5. Conversant with Hotel System, Telephone Switchboard, room key system and
other operational equipment in the reception area.
6. Handle guest complaints, comments and questions - important questions that can
be answered with a professional ordinances.
7. Can make the process of express C / I (C / I at the rooms) and can prepare fruit
basket before or after the arrival of the VVIP and VIP guests.
8. Responsible for updating the right information to the guests in the hotel system in
preparation for the completion of the bill before the guests check out.
9. Escort guests to the room and explain all facilities available within the hotel and
offer assistance at any time if necessary
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Welcome Letter
FOM HRM GM
SOP No:
GHU/SOP/FO/GRO/002
POLICY
All VIP guests are to receive a welcome letter that is signed by the General
Manager
PROCEDURES
1. Personalized welcome letters are prepared by Guest Experience Manager or

GRO and signed by the General Manager for VIP / VVIP guests 1 day before
check in
2. Deliverd the welcome letter to the VIP / VVIP rooms before guest check in
that day
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Guest Check In
Couertesy Call
FOM HRM GM
SOP No:
GHU/SOP/FO/GRO/003
POLICY
To provide a warm welcome to new guests, and demonstrate our high level of
attentiveness, courtesy and helpfulness.
Within 15 minutes after check-in, a GRO calls newly arrived guests in their rooms
to ensure that they are satisfied with their accommodations and other
arrangements.
Problems or complaints that are discovered by the courtesy call should be resolved
within 30 minutes.
PROCEDURES
1. Call the guest within 15 minutes after check-in. Greet the guest by their
name, identify yourself, and your position, and ask if their accommodations
are satisfactory.
"Good afternoon Mr. Smith, this is Ketut from Reception. Sorry to disturb
you, but I want to check if your room is satisfactory. Is there anything else
we can do for you?"
2. Listen carefully and do not interrupt. Respond courteously. If the guest has
no problem or complaint, say:
"I am pleased to hear that everything is acceptable. Please let us know if

we can be of service during your stay."
3. Respond courteously if the guest has a problem or complaint. Accept what

the guest has to say and do not make excuses. Clarify the problem or
complaint and, if it is reasonable, assure the guest that the problem will be
corrected immediately.
"I am sorry to hear that you do not have soap, the Housekeeper will bring
some in about 15 minutes."
4. Log the courtesy call in the Courtesy Call Logbook.
Follow-up with the staff concerned to ensure that the guest complaint has been
resolved.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Rooms Safety Deposit

Box
FOM HRM GM
SOP No:
GHU/SOP/FO/GRO/004
POLICY
Master keys are kept in a box that is handled around the clock by the Guest Experience
Manager. Only authorized staff may open the box, and a witness must be present
whenever the box is opened
PROCEDURES
1. Requests to open the safety deposit in a room should be passed to one of the
authorized staff listed above.
2. The authorized staff member obtains the key after filling-in the proper entry in
the log, and ensuring a witness signs in the log too.
3. The authorized staff member obtains the Master key for the appropriate room
safety box.
4. Authorized staff then opens the safety box in the guest room in the presence of a
witness.
PRIVATE PROPERTY
written agreement.
STANDARD OPERATING
Dead Guest In The Room

Hotel
FOM HRM GM
SOP No:
GHU/SOP/FO/GRO/005
POLICY
Evacuate the body without disturbing and causing panic to other guest and
hotel staff. Minimize knowledge of the incident to the staff and press.
PROCEDURES
1. Isolate the incident site from the other guests in the room and put one security to
stand by outside the room.
2. Do not allow anybody to touch, move and/or evacuate the body without Police
approval.
3. Get detailed information about the incident and keep calm.
4. Report to the General Manager.
5. Call the Police immediately and coordinate with them.
6. Chief Security/General Manager to coordinate further with police to make sure

journalists are not informed and police line is not put up.
7. Call ambulance as recommended by Police, inform them to turn off the sirens
upon entering hotel and the entry is to basement or back door directly.
8. FOM to print all supporting document of the guest (Dead Guest) and Guest Folio
and make sure all the bills are settled if any by the family, colleagues or friend
before leaving the hotel.
9. Instruct to concerned staff (who evacuates body) the importance of

confidentiality and minimize communication.
10. Call Chief of Security if employed by hotel and not outsourced, Chief Engineer if
Chief Security position is outsourced to be in charged of the service lift for body
evacuation process.
11. Remind all concerned staff to keep calm, do not panic and maintain
confidentiality.
12. Marcom to coordinate with chief security to make chronology report and to keep
journalist from issuing the news on newspaper.
PRIVATE PROPERTY
written agreement.

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FRONT OFFICE

STANDARD OPERATING PROCEDURES

Jl. Setiabudhi 376

This Departmental Operational Manual is to be used by all department

The manual includes definitions of the operational function of each

By referring frequently to the manual, we can ensure that we

To be an effective tool, employees, department and division heads,

UPDATING THE MANUAL

The organizing of the Departmental Operational Manual is one of the

Information contained in the manual should be updated at least once a year.

Manuals are updated using the following procedures:

1) The Head of Department reviews materials contained in the

2) A complete review of the manuals must be performed every

3) Bring recommended changes to the attention of the Division

4) The Division Head approves changes and proposes them to the

5) The Division Head approves changes and proposes them to the

01 GHU/SOP/FO/FDA /001 ……………………………… 01 of 01

01 GHU/SOP/FO/BC /001 ……………………………… 01 of 02

01 GHU/SOP/FO/TO /001 ……………………………… 01 of 01

01 GHU/SOP/CON /001 ……………………………… 01 of 02

01 GHU/SOP/FO/GRO /001 ……………………………… 01 of 01

STANDARD OPERATING PROCEDURES

Created by, Checked by, Approved by,

Welcoming The Guest

4. Offered to the guest for welcome drink

Created by, Checked by, Approved by,

2. Offered to the guest for welcome drink

Created by, Checked by, Approved by,

12. Ask term of payment

Created by, Checked by, Approved by,

CHECK – IN F.I.T. with

8. Proceed the procedure of handling FIT check in procedure

Created by, Checked by, Approved by,

CHECK – IN F.I.T. with

2. Ask term of payment

7. Proceed the F.I.T check in Procedure

Created by, Checked by, Approved by,

CHECK – IN F.I.T. with

6. Proceed the procedure of handling FIT check in procedure

Created by, Checked by, Approved by,

CHECK – IN F.I.T. with

6. Explain to the Guest of the Guarantee Letter term

10. Ask term of payment for others

11. Proceed as FIT check in procedure.

Created by, Checked by, Approved by,

2. If the room is available, process the check-in procedure

7. Store the Guest luggage at the luggage store

13. Proceed as FIT check in procedure.

Created by, Checked by, Approved by,

2. Retrieve the reservation supporting file from email or database.

6. File at the Registration filing folder alphabetically.

Created by, Checked by, Approved by,

Created by, Checked by, Approved by,

Created by, Checked by, Approved by,

6. If there‟s any special package, sell the package

8. Try to show the room if the Guest has any doubts

10. Proceed with FIT check in procedure

Created by, Checked by, Approved by,

Blocking Room for VIP

2. Secure the room blocking

Created by, Checked by, Approved by,

Blocking Room for Group

4. Secure the room blocking