1.04 Welcome Charter Plus Main Manual 145p by orientalhospitality

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Welcome Charter
Moment Of Truth: 1.02 Welcome Charter – Respect For Guests, Fellow Colleagues And oneself

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What The Guests Expect Staff to behave in a dignified manner Staff to be welcoming, friendly yet not over familiar. To be treated as an individual and not a number How To Satisfy – Behaviourally Exercise warm, yet not over familiar approach Use distinct, precise diction Use controlled physical gestures Maintain a dignified poise in every situation Use guest name, not room number at all times Management to establish and support training culture How to Satisfy – Operationally  Give new staff members a set time period until confident in their tasks before exposing them to guests.  Provide professional training programmes dealing with behavioural and service skills.  Avoid name badges labelled Trainee, Apprentice and Junior ( if not imposed by regional regulations.

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Welcome Charter
Welcome Charter – Caring For Guests

Moment Of Truth:

1.03

 What The Guests Expect  To be treated as an individual: - Staff to be welcoming - Staff to be available - Staff to listen and react - Staff to be considerate

 How To Satisfy – Behaviourally       Make eye contact, listen and smile Anticipate guest needs by being a proactive service provider Always ask guest for his name as opposed to his / her room number. To be sensitive and proactive to our guests‟ needs, fulfilling every detail of their service expectations Always handle guest requirements and contact other departments or outside companies on guests‟ behalf. No guest will be told to call another department. Be passionate about giving service

 How To Satisfy – Operationally        Employ people that are positive, open and friendly Have regularly assess Induction procedures List, advertise, promote and regularly discuss the Service Standards. Assign a dedicated departmental mentor to all new staff during his/her trial period. Implement recorded staff appraisals prior to final employment and regularly thereafter. Allow all staff members the opportunity to participate in all relevant training programmes. Adapt manning guides to meet guest expectations.

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Welcome Charter
Moment Of Truth: 1.04 Welcome Charter – Professionalism

 What The Guests Expect   To be treated in a friendly manner and have their privacy respected. To feel reassured by receiving efficient and reliable service.

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

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Welcome Charter
Moment Of Truth: 1.05 Welcome Charter – Grooming

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

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

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Welcome Charter
1.06 Welcome Charter – Telephone Techniques

Moment Of Truth:

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What The Guests Expect A prompt response A welcoming and friendly voice Clear diction / language To know with whom they are speaking. A feeling that the person has the time to listen and is very willing to help. How To Satisfy – Behaviourally Answer phone within 3 rings Smile when picking up the phone. The caller will hear it in your voice. Answer calls with a standard script, using guest name when known. Always terminate calls by repeating inquiry / instruction details. Speak slowly and clearly in the appropriate language ( local, or English ) Take time to listen, never rush and respond to the caller‟s needs. How To Satisfy – Operationally Multi-lingual staff, phone interview part of the selection criteria for all guest contact staff. 24 H manning of hotel switchboard with planned coverage during peak hours and meal break Reduce unnecessary incoming calls at the hotel main switchboard by providing direct line numbers key operations. E.g purchasing, sales, conference & banqueting, accounting, housekeeping and engineering. Regularly monitor switchboard incoming traffic and enforce personal call restriction policy. Use office telephone technical capacities to forward calls when absent or have pick-up facilities programmed. Allow administration office manning to cover local business hours and relevant coverage during absence. Take into consideration main business source regional / international time differences 1 or + GMT. When available, use administration Voice mail sparingly and only out of office hours.

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Welcome Charter
1.07 Welcome Charter – Anticipating Needs

Moment Of Truth:

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What The Guests Expect To receive genuine and attentive service To be offered for assistance before asking How To Satisfy – Behaviourally Be available to all guests – never appear too busy. Be attentive to guest condition, situation and take proactive actions. I.e. Call elevator when you notice guest approaching elevator landing, be prepared to offer children / baby facilities when family presents themselves for registration, be prepared to offer “ emergency overnight kit” when guest has lost luggage, etc. Always be alert and use good judgement in interpreting guest potential needs when not clearly identified during the reservation process. I.e. offer non smoking rooms / seating before being asked, assist with handling photocopying / fax sending before being asked. Always handle guest requirements and contact other departments or outside companies on guests‟ behalf. No guest will be told to call another department. Keep informed in order to keep the guests informed. How To Satisfy – Operationally Management presence in public / lobby areas during peak times / major events Property Management Systems with capacity to record Guest History comments / details, Notice fields, Specials features encoding. Promote and regularly schedule cross-training programmes. Ensure that staff have adequate product knowledge. Train staff in suggestive selling techniques. Provide cultural education in major clients‟ geographical segments.

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Welcome Charter
Moment Of Truth: 1.08 Welcome Charter - Smoking

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What The Guests Expect Availability of smoking and non-smoking rooms. Reserved areas in all Food and Beverage outlets for non-smokers Where smoking is allowed, ashtrays to be clean, of good size and practical How To Satisfy – Behaviourally Upon arrival, inform guest where they can find the designated smoking areas. Inform guest of the visited country smoking laws. E.g. Singapore, Thailand. When guest found smoking in non-smoking area, direct him / her in a polite manner to the designated smoking areas. Always appreciate guests‟ desire to be seated in either smoking or non-smoking area – never make customers feel uncomfortable for being either a smoker or non smoker. How To Satisfy – Operationally Allocate a minimum of 15 % of total room contingent as dedicated non-smoking rooms, making sure that it covers all room types including suites. Invest in industrial air purifier ( loniser ) to deodorise or eliminate tobacco smell. Ensure that all F&B outlets have non-smoking areas, sufficiently ventilated and when possible physically separated from the rest of the outlet. Ensure that all non-smoking rooms / spaces are properly sanitised as and when needed. Ensure that the hotel‟s smoking policy and local smoking laws are described in the guest InRoom directory. Clear and visible display of non-smoking signs wherever appropriate or as per local regulations / laws. Support and promote non smoking policy for all guest contact staff other than during breaks and meals in assigned well ventilated (preferably outdoors) areas. Ensure that smoking guest contact staff members regularly brush their teeth and use mouthwash lotions to overcome cigarette odour.

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Welcome Charter
Welcome Charter – GM Cocktail

Moment Of Truth:

1.09

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What The Guests Expect Meet senior management How To Satisfy – Behaviourally All Senior management to attend How To Satisfy – Operationally GM cocktails to occur weekly to coincide with early part of most guests‟ stay. All VIP levels are automatically invited. Location to be a hotel F&B facility or public area so as to enable to promote the event and or hotel facilities. ( avoid Banquet / function rooms not recommended ) Collect business cards in order to update guest history profile and hotel mailing lists. Each department manager should interact with at least 3 guests. General / Deputy manager should meet and greet all guests. Each manager should endeavour to find out likes and dislikes of guest. Those comments should be properly recorded in their guest history profile. Guest attendance should also be properly recorded in their guest history profile.

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Welcome Charter
Welcome Charter – VIP Guests

Moment Of Truth:

1.10

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What The Guests Expect Recognition Special Care. Privileges. How To Satisfy – Behaviourally All VIP guests to be identified during the reservation process. All VIP guest courtesies to be handled the day prior to his/her arrival. How To Satisfy – Operationally All hotels to establish their own procedure on the basis of the following recommendations: Clear VIP levels identified. Ensure that special / adequate security arrangements are made as required. Emphasis on quality amenities and courtesies offered rather than quantity. “Personal Touch” preferred. E.g Hand written greeting correspondence / cards, Local quality “Gift”. VIP Standard operating Procedures established in accordance to local etiquette and protocol. Management welcome and departure greeting at all times according to status and VIP level.

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Welcome Charter
Welcome Charter – Royal Club Floor

Moment Of Truth:

1.12

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What The Guests Expect Recognition Special Care Privileges How To Satisfy – Behaviourally Royal Club guests are identified during the reservation process Royal Club guests are greeted and escorted upon arrival to the club lounge Royal Club guests have memorable stay, free of worries and relevant to status. How To Satisfy – Operationally

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The Royal Club floor/s must be given a prime location in the hotel and have a “semiprivate” character to underline its exclusivity. Provide clear and visible sign boards Welcome desk in lobby when not registering at a lounge. Desk should have the necessary equipment for registration, communication and information. The following criteria should be taken into consideration: Spacious and comfortable accommodation with view and sunlight. In room equipment and amenities are upgraded. Additional equipment should satisfy two basic objectives - Improve the quality of the guests‟ stay by enhancing amenities provided to improve comfort - Increase the efficiency of business support by using high technology and high performing equipment. Club floors should have an upgraded design and atmosphere in comparison to the rest of the hotel. Absence of noise ( internal and external ) Room configuration to allow for creation of suite accommodation. Easy access and working space for service personnel: i.e. housekeeping, room service, bell captain, etc. I general, the ideal capacity should not exceed 10 to 15 % of the hotel room inventory or as required by market demand.

The following minimum standards must be adhered to:  Royal Club floors and facilities are always clean and well supplied.  Royal Club floors are inspected at least 8 times a day.  Ensure Royal Club floors are dry and shiny, carpets are vacuumed every day, copper and brassware are polished and glass surfaces are impeccably clean.

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Welcome Charter
Moment Of Truth:             1.13 Welcome Charter – Royal Club Lounge

What The Guests Expect To feel special by receiving recognition and attentive service. To enjoy the privacy and comfort of the facilities whether on business or leisure. How To Satisfy – Behaviourally Acknowledge guest with a smile and eye contact. Offer a warm greeting within 10 sec of entering / 3 metres in sight” Good morning Sir/Madam, welcome to the Royal Club lounge. How may I help you? If you are dealing with another guest, acknowledge and say ”I will be with you shortly, Sir/Madam. Use guest name at least twice in conversation. Keep informed in order to keep the guests informed. Always handle guest requirements and contact other departments or outside companies on guests‟ behalf. No guest will be told to call another department. How To Satisfy – Operationally

Provide a welcome desk with the necessary equipment for registration, communication and information  Spotless appearance of Royal Club Lounge and team members.  Hot or Cold towels provided throughout the day.  The Royal Club Lounge is an essential component of the product and should satisfy the following objectives: - Provide privacy and a place to relax and meet people in a very refined ambience throughout the day. - Be comfortably furnished and elegantly decorated. - Provide personalised host/hostess service from 6.30 AM – 11 PM - A designated business area with service support and an up to date boardroom facility. - Provide personalised breakfast service from 6.30AM to 11AM, afternoon tea/coffee from 3-5 PM and an evening bar service with condiments.  The lounge must be large enough to serve breakfast to all guests.  Provide designated food & beverage area for breakfast, light food and beverage service.  Provide clear and visible sign boards.  Separate male and female toilet facilities.  A bar (or service bar) should be provided with corresponding small operating equipment.  The following minimum standards must be adhered to: - Ensure Club Lounge facilities are always clean and well supplied. - Inspect Club Lounge facilities and empty ashtrays and wastebaskets at least 8 times a day. - Ensure Club Lounge floors are dry and shiny, carpets are vacuumed every day, copper and brassware are polished and glass surfaces are impeccable clean. - Ensure flowers are regularly changed and refreshed, and plants are well maintained dusted. - Ensure furniture is its place and in good condition.

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Welcome Charter
Service Recovery – Handling Complaints

Moment O Truth:

1.14

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What The Guests Expect That when asking to see the Manager he / she is given that opportunity That his / her comments are always taken seriously and constructively. To receive a prompt reaction and immediate rectification if necessary. How To Satisfy – Behaviourally Always acknowledge guests with a reassuring comment even when unable to help immediately. Be apologetic when problems have arisen and do never confront guest by implying that the problem was their fault. Whenever possible deal with customer “face to face” and do your utmost to meet with the guest in person preferably away from the public and seated. Always refer or report incident to the manager on duty, the concerned department head and executive management for information and / or follow-up purposes. How To Satisfy – Operationally Executive Management and Department Heads to share daily “Manager on Duty” function. All written comments / complaints / incidents to receive a reply within the day of reception. Guest complaint handling training and regular retraining thereafter for all guests contact employees. All guest comments / complaints / incidents to be shared with all and whenever suitable to be displayed on staff announcement notice boards, discussed at departmental head meetings and daily operational meetings. Recurrent guest comments / complaints / incidents to be used in operational skills training, total quality programmes and subject to close service performance monitoring.

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Welcome Charter
Moment Of Truth:     1.15 Service Recovery - Empowerment

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

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Welcome Charter
Moment Of Truth:                1.16 Service Recovery - Food & Beverage

What The Guests Expect To receive a prompt reaction and immediate rectification when necessary. That what has happened will never recur. How To Satisfy – Behaviourally When the guest expresses dissatisfaction, probe for additional information as needed. Listen to guest carefully. Summarise your understanding of the situation and apologise. Replace food or beverage without question, at any charge. Confirm that the solution is satisfactory to the guest. Apologise for the inconvenience caused. How To Satisfy – Operationally Inform the Maitre D‟/ Restaurant Manager who should make a point of speaking with the guest and apologising but without taking over unless the situation is serious. Empower staff to resolve situations . Food and Beverage Management should follow-up / contact guest who have expressed their dissatisfaction during their Meal / Drink experience. Always refer or report major / sensitive incident to the manager on duty, the concerned department head and executive management for information and / or follow-up purposes..

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Welcome Charter
Moment Of Truth: 1.18 Service Recovery – Damage / Loss Of Property

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What The Guests Expect To receive a prompt reaction and immediate rectification when necessary. That what has happened will never recur. How To Satisfy – Behaviourally Hotel management should handle all customers‟ reallocations. Always acknowledge guests with a reassuring comment even when unable to help immediately. Be apologetic when guest is concerned, show compassion and never imply that they are the cause of the situation. Whenever possible deal with customer “face to face” and do your utmost to meet with the guest in person preferably away from the public and seated. All reallocations should be resolved in 15 minutes or less. After situation has been resolved, follow up and contact guest in person at relocation to make sure of guest satisfaction. How To Satisfy – Operationally Management to respond immediately when their presence / assistance is required. Empower staff to resolve situations. In the event of a Guaranteed reservation turn away the following guest entitlement should apply: - One free phone call to home and office for guaranteed reservations - Transportation paid to alternative property and from alternative property when guest is returning the following day. - Apology letter from the General Manager must be sent within 72 hours to the customer when not returning to the hotel. - Free accommodation paid first night at alternative property. - Upgrade and VIP treatment on return with apology letter of General Manager - Met and escorted to room by management. In the event of a Non Guaranteed reservation turn away the following guest entitlement should Apply: - Transportation paid to alternative property and from when guest is returning the following day. - Apology letter from GM must be sent within 72 hours to the customer when not returning to the hotel. - Upgrade and VIP treatment on return. - Met and escorted to room by management. Fill in / create guest history with comment and date of turn away. Ensure that relevant personnel are informed of relocation. E.g switchboard for redirection of calls, concierge for redirection of mail / fax / visitors etc.

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Welcome Charter
Moment Of Truth:                     1.18 Service Recovery – Damage / Loss Of Property

What The Guests Expect To receive a prompt reaction and immediate rectification when necessary. That what has been reported will never recur. How To Satisfy – Behaviourally Always acknowledge guests with a reassuring comment even when unable to help immediately. Be apologetic when guest is concerned, show compassion and never imply that they are the cause of the situation. Whenever possible deal with customer “face to face” and do your utmost to meet with the guest in person preferably away from the public and seated. Always refer or report incident to the manager on duty, the concerned department head and the security officer when necessary. Do not imply acceptance of liability on behalf of the hotel. Refer to management. How To Satisfy – Operationally All properties should clearly display disclaimer declarations, prominently indicate safe deposit Facilities and security recommendations by the means of mobile displays, standard industrial Posters, printed material, tent cards, key card holders including room escort standard comments. All properties should provide customers with a pro forma “Guest incident / accident declaration report ( to be viewed and approved by hotel lawyer ) The “Guest incident / accident declaration report” should be duly filled in and distributed for follow up purposes. The manager with responsibility for security will record and maintain a file of all reports of items damaged, lost or stolen. All guests should be offered and assisted to report incident to the local authorities for insurance and referral purposes. All properties should never hesitate to offer to replace damaged goods even when it is not confirmed that the hotel is to blame. All properties should enforce the privacy of room numbers and make sure that guests are asked to identify themselves by name not by room number. Relevant hotel reports containing guest information are not publicly available and statements accepting liability on behalf of the company / hotel should never be made. Management should deal with difficult cases. Legal council and notification to the insurance company should be made when necessary. All guests should receive a written “sorry to hear...”/ apology by the General Manager and should automatically be upgraded to VIP status.

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Welcome Charter
Moment Of Truth: 1.19 Service Recovery – Accident / Injury

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What The Guests Expect To receive a prompt reaction and immediate assistance when required. That the cause of the accident / injury be rectified immediately and will not recur. How To Satisfy – Behaviourally Always acknowledge guests with a reassuring comment even when unable to help immediately. Be apologetic and do never confront guest by implying that they where to blame for the accident / injury. Whenever possible deal with the customer “face to face” and do your utmost to meet with the guest in person and offer to escort customer to the hotel‟s medical / emergency facility. Always refer or report incident to the manager on duty, the concerned department head and the security officer when necessary. How To Satisfy – Operationally All properties should clearly indicate hazardous areas, display disclaimer declarations, prominently indicate risk areas and safety recommendations by means of mobile displays, standard industrial posters, printed material, tent cards, key card holders including leisure facilities introductions standard comments. ( Health club, pools, children facilities, wet loor, etc...) All properties should provide customers with a pro forma “Guest incident / accident declaration Report ( to be viewed and approved by hotel lawyer ) The “Guest incident / accident declaration report” should be duly filled in and distributed for follow up purposes. All properties should train a group of employees in basic First Aid assistance ands should have the contact references available throughout the hotel. Only staff members of the medical profession will declare the exact status of the injury. All guest should always be strongly advised / offered to visit a hospital emergency service or be visited by a qualified doctor. All rejections will be dully reported in writing. All guests should receive a “get well” card by the General Manager” and a small amenity that complies with the guest condition and should automatically be “upgraded” to VIP status. Near misses should be recorded and reviewed as a tool for preventing accidents.

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Welcome Charter
Moment Of Truth: 1.20 Service Recovery – Health Risk / Poisoning / Foreign Material

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What The Guests Expect To receive a prompt reaction and immediate assistance when required. That the cause of the “illness” to be rectified immediately and not to recur. How To Satisfy – Behaviourally Always acknowledge guests with a reassuring comment even when unable to help immediately. Be apologetic when situations have arisen and never confront guest by implying that the cause of their bad health condition was their fault. Whenever possible deal with the customer “face to face” and do your utmost to meet with the guest in person preferable away from the public and seated. Always refer or report incident to the manager on duty, the F&B Manager and the Security Officer when necessary. How To Satisfy – Operationally Only staff members of the medical profession will declare the exact status of the guest condition and advise on the recovery procedures. All guests should always be escorted to a hospital emergency service or be visited by a qualified doctor. All rejections will be duly reported in writing. All properties should provide customers with a pro forma “Guest incident /accident declaration report ( to be viewed and approved by hotel lawyer ) The “Guest incident / accident declaration report should be duly filled in and distributed for follow up purposes. All properties should clearly indicate hazardous areas, disclaimer declarations, prominently indicate risk areas and safety recommendations by the means of mobile displays, standard industrial posters, printed material, tent cards, key card holders and In-Room Service Directory. All guests should receive a “get well” card by the hotel General Manager and a small amenity that complies with the guest condition and should automatically be “upgraded” to VIP status. Show flexibility in meeting medical dietary or other recommendations. All properties should have scheduled routine health inspections by a government certified or accredited government organisation ( as per company policy and local laws / regulations ). ( Food ) samples should be taken for further analysis.

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Welcome Charter
Moment Of Truth:   1.21 Product Knowledge – Sales Personnel

What The Guest Expect That the sales person has an infallible knowledge of: - The product and its various capabilities / limits - Rates and Room types - Competition - Availability & room occupancy. - Corporate and hotel promotions. - National, regional, local and city events. - Public Relations / Media. - Hotel / resort products and properties. - Corporate and other loyalty programmes. How To Satisfy – Behaviourally Recruitment of the “right people with “the right” attitude: - Positive - Outgoing - Confident - Diplomatic - Well groomed - Experienced in the market place - With proven track records How To satisfy – Operationally Check references prior to employment. Provide a full Sales induction programme covering all areas of the hotel before dealing with customers. Have a good knowledge of the Market Mix Have a good working knowledge of Revenue 2000 Yield management. Be well familiarised with forecasts and budgets.

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Welcome Charter
Moment Of Truth: 1.22 Product Knowledge – Management

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What The Guests Expect That management is knowledgeable in the following: - The product and its various capabilities / limits. - Regular customers‟ names - Standard of service - Fire, Safety, Hygiene rules. - Legal Requirements. - How to satisfy customers. - How to deal with complaints, accidents, hazards. To be experience professional behaviour consistent with the hotel image. Management to be educated, empowered, diplomatic, confident How To Satisfy – Behaviourally To recruit / promote for experience and attitude ( not just qualification ) primarily from within. Respect company standards and regulations. Actively demonstrate supportive behaviour, encourage and reward good performance. How To Satisfy – Operationally Recruitment policy to encompass recruitment, training, succession planning, full and complete induction for managers All properties to have a “Manager on duty manual”. To respect laws of the country and its regulations. To adhere to company policy. To visibly endorse and participate in training. Apply the principle of visible management. Regularly participate in management development training.

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“Manager on duty manual”. Each hotel should compile a file which contains but should not be limited to policy documents for easy reference. A listing of all management members and their personal / home telephone numbers for emergencies. A listing of emergency numbers for relevant contracted supplier of safes, door locks etc. A listing of all certified First Aid staff. A listing of staff member names, who master other languages. Relevant forms needed for reporting or processing of actions taken.

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Welcome Charter
Moment Of Truth:   1.23 Product Knowledge – Rank And File Staff

What The Guests Expect That all rank and file staff have knowledge of the hotel facilities, such as: Products offered in restaurants and bars Opening and closing hours of restaurants and bars Different room types and number of rooms And other service available such as: Business Centre Baby Sitting Service Guest Relations Room Service Location and names of function rooms. Daily awareness of what is happening in Banqueting, meeting / functions. Awareness of colleagues and what their responsibilities are. Full knowledge of their working area. To have knowledge of promotions / loyalty programmes. Emergency procedures. How To Satisfy – Behaviourally Make the learning process a daily discipline. Retrain and educate yourself in all areas of your responsibilities Be inquisitive about products and services you do not understand. How To Satisfy – Operationally Employ people who have the correct service attitude who have passion and flair in what they do. Organise orientation training for all new staff members. Dedicated training functions in each hotel. One trained trainer in each department. Effective flow of communications . Monthly product knowledge tests. Can be organised by hotels under the form of a competition.

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Welcome Charter
Chapter : Moment Of Truth:                              2 2.01 The Commercial Contact Experience Sales And Marketing – Client Visit To The Hotel

What The Guests Expect To be met and greeted To be in contact with staff member who is able to deal with their enquiries. To obtain all necessary information consistent with their needs / enquiry. How To Satisfy – Behaviourally Be flexible and meet the client in a location convenient to him / her Whenever possible, sales staff should be in foyer / lobby ready to greet client upon arrival. Never make a client wait. Introduce yourself as the contact person and offer your business card. In the case of an unannounced visit, acknowledge client‟s presence, inform him/ her of your time schedule, availability and always offer the client a beverage if you must make him / her wait. Waiting time should not exceed 10 minutes from the time of arrival at the hotel. Use client‟s name at all time of the conversation. Use active listening techniques. Reconfirm all issues that have been discussed in a clear, brief, closing summary. Offer client a complete sales kit, prior to his / her departure. Offer / arrange client entertainment in one of the Food & Beverage outlets. Thank client for his / her interest in your hotel and for his / her time. Make a follow-up call within 3 days of the visit. How To Satisfy Each hotel should have someone available top deal with customer enquiries face to face, at all Times Arrange for possibility to visit the hotel and facilities at any day including Sundays. Appropriate viewing rooms should be ready prior to client‟s arrival. Always have at least 2 rooms set-up for unexpected viewing in co-ordination with Housekeeping and Front Office. Viewing facilities should take place prior to entertaining Complete sales kits should be available to all sales and front line staff at all times. Sales office should always make sure that all published documents are accurate and in impeccable condition. In case of entertainment, restaurant / outlet staff should be briefed about client‟s importance. General Manager / Executive Assistant Manager should be briefed about clients who will be entertained that day and give the necessary approval when required. Follow-up points should be put into action within agreed time scale.

Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter
Moment Of Truth:                          2.02 Sales And Marketing – Telephone Enquiry

What The Guests Expect That their call is answered quickly That they receive a warm greeting and know how with whom they are speaking. That the person who answers the telephone can either deal with their enquiry or to be directed to someone who can That their enquiry is dealt with in an efficient and professional manner. That the guest needs are established. That the information given is confirmed back to them. How To Satisfy - Behaviourally Answer the telephone within 3 rings. Smile when picking up the phone. The caller will hear it in your voice. Be pleased to deal with this call. Introduce your department and yourself by name “Sales office, X speaking, how may I help you?” When the call is to be transferred, make sure you do this only once and inform the customer of your intention to do so. Don‟t keep the client for holding when you return to serve the call. Listen actively Use caller‟s name at least twice during conversation. Summarise requirements and check accuracy. Inform caller of your next actions. Ask whether the client wishes to visit the hotel or be visited in their office. Thank client for their call. How To Satisfy – Operationally Allow office manning to cover local business hours and relevant coverage during absence. Take in consideration main business source time differences. E.g. East & West coast, & GMT hours in European countries. All reservations and hotel databases are continuously updated. Multi lingual staff with minimum language knowledge in local language, English and of most important customer segment. Sales Managers / Executives are on e-mail and have direct phone lines. On-line access to products, prices and client information.

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Welcome Charter
Sales And Marketing – Follow Up A Sales Call

Moment Of Truth:                 

2.03

What The Guests Expect That their call is followed up by the initial person they were in contact with. If not, that the person introduces himself / herself and becomes their “one point contact”. That they are explained the purpose of the call / visit That they are provided with the required information or alternatives. That their business is being appreciated. How To Satisfy – Behaviourally Smile when picking up the phone. The caller will hear it in your voice. Introduce yourself and your company by name. Articulate and give a brief explanation of the purpose of your call / visit. Use client‟s name at least twice during conversation. Summarise requirements and check accuracy. Inform client of your next actions. Thank the client for his / her and for choosing your hotel. When dealing with clients don‟t use hotel jargon such as Pax, F&B, etc. If not done so yet, ask whether the client wishes to visit the hotel, or be visited in their office. Always seek as much information as possible about the client before you make a call / visit. This could include, whether or not they have used the hotel before, use the competition and what type of business they operate ( international, national or local ) How To Satisfy – Operationally Sales offices should have permanently available the latest issues of Who‟s Who and commercial /business directories and should subscribe to local and international business, sales, tourism and convention organisers magazines. Invest in guest experience report ( mystery guest ) of competitors When possible make arrangements for the office to have access to the Internet and make use of the World Wide Web for collecting information.

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Welcome Charter
Sales And Marketing – Sales Call / Visit

Moment Of Truth:                               

2.04

What The Guests Expect That the sales person is always punctual, smartly dressed and well groomed. That the sales person state how much of the client‟s time they will need. That the sales person has relevant information based on his stated requirements. To be addressed by name. To be greeted appropriately. To be treated politely and not to feel pressurised to make hasty decisions. The sales person to be knowledgeable about the type of business / company the client represents. To have their needs established. That promises made are kept. The sales person is empowered to negotiate. The sales person to remain professional throughout the sales calls. How To Satisfy – Behaviourally Display a smart appearance and smile Show confidence and have a positive attitude. Good eye contact and listening skills. Be pro-active by anticipating clients‟ needs. Use good questioning techniques ( open ). Know your client. Use clients‟ name at least twice during conversation. When dealing with the client, do not use Hotel Jargon such as Pax, F&B. Have a good tone of voice. Be flexible as to the clients‟ requirements, however don‟t make any promise that you can‟t keep. Never argue with the client. Do more listening than talking. Summarise requirements and check accuracy. Inform client of your next actions. How To Satisfy – Operationally All sales staff members should arrive 5-10 minutes before the scheduled appointment. Client account history, company activity, latest positive news, etc. should be available and review on a regular basis. All sales staff members should have permanently available updated information. - Availability - Present and past rates - Contracted rates - Size and possible set-up of function / meeting rooms, menus. All staff members involved in selling should regularly participate in performing a Strengths, Opportunity, Weaknesses and Threats (SWOT) analysis, for their property and immediate competition.

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Welcome Charter
 All sales staff should receive training on Basic Sales techniques and negotiation skills. Moment Of Truth: 2.05 Sales And Marketing – Closing A Deal                     What The Guests Expect To receive, when promised a proposal / contract. To be called by the sales person to confirm the receipt of any documents and offered additional clarification when needed. That all requirements /needs are fulfilled. That the contract is confirmed. That the sales person reconfirms the information. One point of contact. How To Satisfy – Behaviourally Be professional Use good telephone techniques. Be prepared to negotiate. Be confident and positive. Use caller‟s name at least twice during conversation. Summarise requirements and check accuracy. Inform client of your next actions. How To Satisfy – Operationally All proposals including payment prices and cancellation policy should be sent within 24 hours of sales call, signed by sales person. The sales person should use the hotel standard proposal ( including sales kit, if not already provided to the client ). All relevant departments should be copied and ensure that accounts are aware of billing procedures or any eventual changes. The sales person should: - Place a courtesy call to the client within 24 hours of sending documents. - Make any required changes once both parties agree them. - Send a contract confirmation signed in line with your hotel procedures. - Make regular follow-up calls to check for any special requirements or changes. - Confirm details one week before the event to include: attendee numbers, room allotment and specifications, special requests, arrival and departure time, transportation logistics, luggage delivery, gift distribution, help desk set-up, organiser contacts, ground handler contacts, billing instructions

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Welcome Charter

Chapter Moment Of Truth:                             

3 3.01

The Reservation Experience Reservation – Guest Calls The Hotel

What The Guests Expect That their call is answered quickly. That they receive a warm greeting and know to whom they are speaking. That the person who answers the telephone can either deal with their reservation or to be directed to someone who can. That the reservation request is dealt with in an efficient and professional manner. That the guest needs are established. How To Satisfy – Behaviourally Answer the telephone within three rings. Smile when picking up the phone. The caller will hear it in your voice. Introduce your department and yourself by name “Reservation office, X speaking, how may I help you?” Offer assistance and listen attentively. When transferring a call, inform the customer with whom he / she will be connected to. Thank the customer for holding when you return to serve the call. Don‟t keep the customer on hold for more than 2 minutes. Use caller‟s name at least twice during conversation Summarise booking details and check accuracy. Inform caller of your next actions. Thank caller for their call. How To Satisfy – Operationally There should be at least 3 incoming telephone lines and 2 in-house telephone lines, with call hold , call transfer, call forward, call pick up, speed dial and line hunting capability. There should be at least 2 facsimile ( 1 incoming, 1 outgoing ) and 1 photocopier. Call handlers to be equipped with hands free facility, individual computer and telephone. On-line access to products, prices and client information. Multi-lingual staff with minimum language knowledge in English, local and of most important customer segment. Reservations must be available 7 days a week, 24 hours a day Reception and Night staff are able to handle reservations. Supply toll free numbers where appropriate. All staff members are well trained and preferably have had previous switchboard experience. There should be a group co-ordinator in the hotel when groups constitute 20% of guests.

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Welcome Charter
Reservation – Accommodation Request / Making A Booking

Moment Of Truth:                              

3.02

What The Guests Expect To receive fast and clear advice on availability. To receive accurate information. To be offered a room and rate selection, according to requirement. To be a good listener, to someone who understands requests and needs. To receive correct answers to their questions. To know that all details are taken. To know that what has been booked will be provided. How To Satisfy – Behaviourally Use caller‟s name at least twice during conversation. Be familiar with all room types and be able to convincingly explain the difference in room types and rates. When dealing with caller, do not use hotel jargon such as Pax, F&B. Ask for any special preferences to show recognition such as: smoking / non smoking rooms, near lift, sea view, etc. Caller should not be rushed. Make guest fell his / her business is wanted. Summarise requirements and check accuracy. Inform caller of your next actions. How To Satisfy – Operationally Be aware of occupancy, facilities, products and special promotions. Have full knowledge of reservation procedures and computer systems. Always offer different prices and packages to let the guest have a choice. Have thorough product knowledge ( room configuration, location and equipment ). Offer full pre-registration facility to guest. All callers will be asked for their expected Time Of Arrival e.g. Flight number, train number to facilitate registration and room readiness. Endeavour to obtain relevant personal details, Company Title / position to facilitate assignment of appropriate VIP status and courtesies etc. Offer to book Hotel Limousine service ( at cost ) Sell other services. Offer transportation transfer service, book a restaurant table, a meeting room, book a baby sitter, etc. Have “faxable” quality print or email template, pre-registration form that will contain the required registration card information with special request options e.g. non-smoking, close to elevators etc. Have PC driven Flight information software available to all booking agents. Global and Central Reservation System to be interfaced with Property Management System. Access to Internet facility for supervisor with Website reservation reconfirmation.

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Welcome Charter
Reservation – Confirming A Booking

Moment Of Truth:             

3.03

What The Guests Expect To be informed when a confirmation will be sent / faxed. To promptly receive confirmation with all relevant details. The confirmation document to be understandable and with pertinent information highly visible such as: Cancellation policies, Taxes, “official” registration times etc. How To Satisfy – Behaviourally Use caller‟s name at least twice during conversation. Repeat reservation details with precision. Ensure that all other relevant instructions such as billing instructions, car transfers, are clear and agreed with the guest. Inform the caller by which means, unless known, his /her reservation should be confirmed. Thank the customer for choosing .........hotel. How To Satisfy – Operationally Use hotels approved reservation system. Reservation system that can easily handle reconfirmation print-out due to system restrictions, have clear index of abbreviations such as: - TW = Twin Beds - EP = B‟fst not included ( not European plan ) etc. Avoid small print. Minimum 10pt Arial font or 12 pt Times New Roman font, CIM Mail confirmation the following day when possible, in the preferred language of the guest. Have “faxable” quality prints that provide transportation information with directions to hotel. Update hotel database and reservations systems including Data Warehouse. Respond to reservations or change requests sent by fax or e-mail at the latest by close of day. Letters must be answered within 24 hours enclosing a hotel brochure. Inter hotel reservations are free of charge and should be given priority handling. Invite guest to visit the Company / Hotel Website.

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Welcome Charter
Reservation – Sold Out Status

Moment Of Truth:            

3.04

What The Guests Expect That they are offered an equivalent alternative / solution How To Satisfy Behaviourally Show sympathy and interest to find a solution. Always have available a choice of hotels. Preference to be given to a sister hotel in the same area or another hotel of an equivalent standard of your hotel. Arrange reservation in sister hotel and arrange a confirmation by the guest. Thank the guest for choosing .......hotel. How To Satisfy - Operationally Offer alternative dates back when appropriate. Have always a solution for Regular guest. Top accounts and guest with previous denial records. Avoid uncontrolled overbooking by liming system override authorisation. Do not allow Backlog‟s in reservation entries. Keep record of turned down businesses and when available make a note on the guest history file.

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Welcome Charter
Reservation – All Agents Are Engaged

Moment Of Truth:            

3.05

What The Guests Expect To be automatically transferred to an alternative operator. If appropriate to be informed of the waiting-time and regularly be updated. How To Satisfy – Behaviourally Ask caller‟s name and advise caller that he / she will be placed on hold Go back to caller on hold every 15 seconds and advise of the situation. When the caller does not want to be placed on hold, ask if a contact number may be taken and let the caller know that you will return their call within 15 minutes. Once able to take or make the call, apologise to caller for having had to hold. How To Satisfy – Operationally Arrange for calls to be automatically transferred to an alternative operator who can handle reservation functions such as Front desk or Administration. Avoid recording call waiting systems unless justified by business volume. Frequent bookers to have instant access to agent through dedicated telephone line, with call hold and transfer facilities.

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Welcome Charter

Chapter : Moment Of Truth:                              

4 4.01

The Arrival Experience Arrival – Airport Transfer

What The Guest Expect To be welcomed by the hotel representative. To be assisted with luggage collection and customs clearance. To be escorted to car. How To Satisfy – Behaviourally Conduct should be of the highest level at all times ( remember you represent your hotel in public ) Provide mobile telephone or similar to facilitate communication Show quality board with name clearly visible and correctly spelled. Make eye contact with exiting passengers. Be alert to any customer that notices you. When approached confirm guest identity by calling out his name “Mr / Mrs X followed by his company / booking source name to avoid with potential passenger name coincidence. Introduce yourself and hotel ending with a welcome greeting “ My name is X from ...hotel, welcome / welcome back to city / country” How To Satisfy – Operationally Only use quality signboard 24 hours Limousine service can be arranged between 6 AM and midnight. Hotel representatives are highly visible in a uniform that stands out amongst the rest. Reserved vehicles are ready and waiting at least 15 minutes prior to departure. Check it first time or repeat guest. Check and handle luggage on guest behalf. Registration completed by airport representative Forward Guest Passport details from airport to hotel ( recommended ) Make sure the car seats are adjusted to ensure the guest has sufficient legroom and is comfortable. Chauffeur should keep comments to a minimum, always waiting for the guest to initiate conversation. When using alternative routes due to road due to road conditions , chauffeur should ask for the guest approval. Chauffeur should offer a selection of music played at medium level from Classical, Popcontemporary and Jazz selection. The car should be at comfortable temperature and chauffeur should ask whether the guest is comfortable and changes the temperature accordingly. Provide cold / hot towel in car. A hotel representative accompanies VIP groups from the airport to the hotel. Drivers schedule to meet demand. Contractual alternative transportation facilities to be approved by General Manager.

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Welcome Charter
Arrival – In Front of The Hotel

Moment Of Truth:                                    

4.02

What The Guests Expect To find the hotel easily To feel welcomed To have a positive first impression. To be immediately offered help with parking and luggage. To find the reception easily or to be escorted to the reception area. Security, visible at resort entrance. Feeling of safety around resort especially to and from bedrooms. How To Satisfy – Behaviourally Make eye contact /smile. Open doors for guests. Anticipate needs and assist in alighting if necessary. E.g elderly persons, children, provide wheelchair, umbrella, pay taxi driver etc. Offer a warm greeting within 10 sec / 3 metres in sight or as you open the car door “Good morning / afternoon / evening , Sir / Madam. Welcome / welcome back to ...hotel. Establish guest name and use it at least twice during conversation. Guest luggage is unloaded carefully within 30 seconds of car stopping, total number of pieces verbally reconfirmed. Never leave luggage unattended. Make sure no luggage has been left in the car and car booth. Provide guest with luggage /car receipt. Luggage trolleys are used when there are more than 2 pieces of luggage. Bell trolleys are used when there are 2 or less luggage pieces. Luggage is delivered within 8 minutes of arrival Offer valet parking / explain parking system and its hours. Direct guest to reception. Doorman introduces guest by name if identified ( e.g. luggage or airline tag ) to dedicated staff Always offer to carry any parcels: “May I help you Sir Madam?” How To Satisfy – Operationally Clear Signage, suitable and adequate lightning Ensure that hotel surrounding are clean and tidy at all times and that hotel access is clear. Hotel entrance should be well lit between sundown and sunrise. Hotel entrance must be attended min 16 H / day by staff in suitable uniform. Bell service to be available 24 H / day. Uniform checks at start of shift. Guard, dressed appropriately , at entrance. Inform management of missing luggage as soon as possible. Check daily arrival list for VIP and regular guests. Ensure adequate transportation facilities to & from destinations, taxis, limousine are available. Luggage elevators with priority master key override control. Sufficient luggage Carts, trolleys in perfect condition, heavy duty scale

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Welcome Charter
 Observe manual handling of heavy, large package guidelines, store heavy bags at low level. Moment O Truth: 4.03 Arrival – Entering The Hotel                     What The Guests Expect To feel welcomed Special treatment when staying for long time. How To Satisfy – Behaviourally Acknowledge guest with a smile and eye contact. Offer a warm greeting within 10 sec of entering / 3 metres in sight “ Good morning , Sir / Madam, welcome back to .....hotel , how may I help you?” If you are dealing with another guest, acknowledge guest presence and say “I will be with shortly Sir / Madam.” Establish guest name and use it at least twice in conversation. Engage in a friendly conversation, if appropriate “How was your flight?” or is this your first visit to Country / City? How To Satisfy – Operationally Fittings and furnishings from the noble material. Front of House team members will do their utmost to ensure that everything feels, scents and is Aesthetically pleasing at all times. Dedicated staff member must personally greet all guest. Senior Management to greet all guests. Check arrival list for VIP‟s. There will be a member of staff at the front desk at all times. Neck or flower garland or equivalent local greeting Cold / hot towel ( if not already provided in car transfer ) . The following languages must be spoken on each shift at the front desk: local language, English and main segment language. Ensure display panels / information boards conform to standards and are in correct places / positions with correct spelling

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Welcome Charter
Arrival – Registration (Check In)

Moment Of Truth:                                    

4.04

What The Guests Expect To be given an accommodation consistent with the reservation and / or that meets personal requirements To receive efficient registration service. Not to have to register in standing position. To maintain his / her privacy during the registration process. To access to luggage. Full explanation of all hotel facilities. How To Satisfy – Behaviourally Registration completion should be efficient, with individual queues not to exceed 4 guests. Take initiative and call for assistance when more than three guests are waiting at any time. Summarise guest reservation details / preferences and confirm spelling of name. Offer to help guest complete forms or finalise details on guests‟ behalf. Explain benefits of allocated accommodation. Address guest by name a minimum of two times during registration. Ask open questions to establish purpose of visit. Deliver messages / faxes to guest promptly. Offer to take care of guests‟ luggage: Would you like me to call the luggage porter?” Offer to make lunch / dinner reservations in the hotel restaurant: “Would you like me to book a table at our popular X restaurant. Give ” Welcome folder” with courtesy and preserve guest privacy.. Check guests‟ newspaper preference and confirm desired delivery time. Direct guest to elevator and introduce him / her to the person who will escort him / her to his /her room. “ X will escort you to your room.” Followed by ....... Wish the guest a pleasant stay. “Have a pleasant stay Mr / Mrs X and call me if I can be of any assistance. Escort guest to room, showing all appropriate facilities on the way and in the room. How To Satisfy – Operationally Sit down registration at welcome desk or in room. Adequate system to enhance and speed-up registration process. Open plan registration desk / counter to facilitate meet, greet and escort. Review, confirm and complete all reservation details in advance of guests‟ arrival. Pre-register when guest profile is available Be aware of any special needs from history file & ensure room has been prepared accordingly. Ensure that there is a pen & desk blotter available & that both are always in good condition. Offer a complimentary drink in bar or lobby during stay. Loyal customers should be offered guaranteed early arrival at 10 AM. Have newspapers available for guests at registration / in room. Automated registration and settlement by credit card on offer in-room registration. Children to be met / contacted on arrival by staff from “Kid‟s Village” / Club.

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Welcome Charter
 Disabled guests to be recorded on in-room gust list. Moment Of Truth: 4.05 Arrival – Room Not Available               What The Guests Expect To be offered alternatives if my request couldn‟t be met. How To Satisfy – Behaviourally Always respond positively, never hesitate to offer guest an apology and keep him / her informed what is happening. Be cautious in giving a time by which the situation should be resolved. Be as realistic as possible. Always respond positively by describing the benefits of the room that has been allocated . “ Mr. Mrs X I do apologise, for not having your reserved (Double Deluxe) ready and available, however I can escort you immediately you to a beautiful Double room / suite on the ...th Floor!” Offer an upgrade straight away or when available. All situations should be resolved in 15 minutes or less. Ensure that guest is satisfied by contacting guest in person to receive feedback. How To Satisfy – Operationally Plan and perform up-selling prior to room category shortages. Management to respond immediately when their presence / assistance is required. Offer to entertain guest with food or / and beverage if waiting exceeds 30 minutes or to avoid desk congestion. Do not indicate to guest, at any time, that the room type was oversold, but refer to unfortunate circumstances i.e. late departures, unannounced extended stays.

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Welcome Charter
Arrival – Room Not Ready

Moment Of Truth:                What The Guest Expect

4.06

To be allocated accommodation within a realistic time frame. To receive compensation if arrival after “standard” check-in time. To receive help with luggage, changing clothes, refreshing. How To Satisfy – Behaviourally Always respond positively, never hesitate to offer guest an apology and keep him / her appraised of situation regularly. Be cautious in giving a time by which the situation should be resolved, be as realistic as possible. Offer to entertain guest with food or / and beverage if waiting exceeds 30 minutes or to avoid desk congestion. Personally deliver the room keys to the guest when waiting in the hotel and escort guest to room. Have luggage available in the room before guest enters. How To Satisfy – Operationally Request estimated time of arrival for all booking during reservation process. Mention “Standard” registration time on all outgoing booking / contract / correspondence. Empower staff to upgrade by one level, when possible if arrival after “Standard” registration time has been reached, except for confirmed late departures. Restrict late departures during busy days.

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Welcome Charter
Arrival – Public Area First Impression

Moment Of Truth:             

4.07

What The Guests Expect To feel a welcoming ambience. Secure and with comfortable seating facilities. How To Satisfy – Behaviourally All employees in public places should smile, wish guests good morning / afternoon / evening, use guest name as much as possible. Greet guests using the appropriate language. How To Satisfy – Operationally Spotless appearance of public areas and staff. Decoration and furnishings from noble materials. Front of house team members will do their utmost to ensure that everything feels, scents and is aesthetically pleasing at all times. Availability of shoe shine service. Rest room attendant at peak times. The following standards must be adhered to:  Rest Rooms / cloakrooms  Public Area team members will do their utmost to ensure that everything feels, scents and is aesthetically pleasing at all times.  Dividers between urinals.  Linen towels / quality paper in rest rooms and cloakrooms.  Exclusive range of toiletries to include: luxury soaps, hand lotion, eau de toilette, coat brush.  Rest rooms are always clean and well supplied.  Rest rooms are provided with bowl of Pot-Pourri or scented flowers ( e.g. Jasmine, Fressia etc.)  Rest rooms are inspected at least 8 times per day, ashtrays and wastebaskets emptied.  There should be soft background instrumental music.  Ladies restroom will have a well lit make up area.  Rest rooms should be fitted with quality fittings. Ensure floors are dry and shiny, carpets are vacuumed every day, copper and brass ware are polished and glass surfaces are impeccable clean. Ensure flowers are regularly changed and refreshed, and plants are well maintained and dusted. Ensure furniture is in its place and in good condition. Ensure lighting works correctly. Ensure hospitality desks are discreet and elegant. Clean elevator floors, mirrors and empty ashtrays as needed, at least 8 times a day. Do not impede elevator use by cleaning during peak hours. Clean house and public telephones with disinfectant at least once a day.

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Welcome Charter
Arrival – The Concierge Desk / Service

Moment Of Truth:                  

4.08

What The Guests Expect “Best Concierge in town” – long term experience, well known amongst city‟s restaurants, able to get “the last ticket”. To obtain information of all activities in hotel and off site. “Someone who can get you in anywhere. To feel recognised. To feel return / onward journey is secured. How To Satisfy – Behaviourally Be passionate to give service. Work area not restricted to desk. Overall presence in lobby and public area. Answer the telephone within three rings. Smile when picking up your phone. The caller will hear it in your voice. Introduce your department yourself by name: Concierge desk, X speaking, how may I help you”? Use caller‟s name at least twice during conversation. Offer your help and listen attentively. Always handle guest requirements and contact other departments or outside company on guest behalf. No guest will be told to call another department. If you are dealing with another guest, resolve the situation, acknowledge guest presence and say”I will be with you shortly Sir / Madam”. Reconfirm all flights / travel arrangements. VIP guests to be offered plane seat allocations . Make note of dissatisfied guest, resolve the situation, time permitting, inform guest of your follow up action if situation cannot be resolved at the time. Inform management who should contact guest within 48 hours. How To Satisfy – Operationally Multi-lingual skills Local, English plus that of the main client segment. 3 -4 other languages Adapt manning guides towards guest expectations. Open plan desk / counter to facilitate circulation and guest contact. Furnishing with sample storage space. Quality sweets or single fruit display for guest consumption on counter. Access to hotel‟s public email address for message delivery and reconfirmation purposes. Fax and individual quality laser printer. Ensure and promote availability of local information on travel tourism, museums, activities. Hotel food and beverage facilities promoted. Adequate and appropriate selection of restaurants offered without prompting. Guests are: - Provided with up-to date collateral, which are in good condition - Offered to make reservation. Good quality, neatly written card is provided.Confirmation is done either by confirmation card or message - Assisted with booking and reconfirm airline tickets / reservations. Supply free of charge, city maps, note pads, envelopes, writing paper, stamps and hotel matches. Regular news letter / information page provided.

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Welcome Charter
 Access to guest history profile in co-ordination with Front Desk Moment Of Truth: 4.09 Arrival – Ambassador / Personal Assistant                  What The Guests Expect To have a one stop shop. I.e. one phone number for all extraordinary requests. When desired, to avail of a personalised business service, including booking of appointments, secretarial, travel and entertainment services. How To Satisfy – Behaviourally Ambassador to be available during normal office hours. Performs duties and responsibilities with courtesy, accuracy and integrity. Shows tact and is discrete when handling sensitive situations ( privacy, security and confidentiality ). Be obliging and courteous, never familiar with guest. How To Satisfy – Operationally Ensure that the Ambassador / Personal Assistant has full knowledge of duties and responsibilities. Provide ample training to meet customer expectations. Provide adequate business services according to expectations. Charge where appropriate. Deliver immaculate service, no compromises. Ensure that “business equipment” whether internal or external, is in good working order. Ensure that contracted services are fully aware and complying with established service levels and standards. Meet and greet guest with refined courtesy during the guest “interaction cycle”. Automatic paging facility from guest room.

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Welcome Charter
Arrival – The Corridors – First Impression

Moment Of Truth:                

4.10

What The Guests Expect That they are always kept clean with ascent of freshness. A welcoming feel with a telephone on the elevator. That the corridors are well lit, secure and proper. Visible signage. How To Satisfy – Behaviourally Respect guests‟ privacy by avoiding unnecessary noise ( conversations in corridors, slamming doors) Ensure spotless condition at all times by disciplining staff members to pick up any item not belonging to the floor. How To Satisfy – Operationally Decoration and furnishing from noble materials Fresh potted flowers ( e.g. Orchids ) or single flower vase or plants. Implement regular inspections and introduce dedicated “ Ken Fix-it maintenance team. Ensure that corridors are always kept clear ( no room service trays, carts against the wall, vacuum cleaner leads etc.) Do not leave anything lying around ( sheets, laundry etc. ) Keep pantry and service doors closed. Ensure that all mobile equipment from housekeeping, maintenance, bell service and room service are cleared as soon as not required. Ensure that all mobile equipment from housekeeping, maintenance, bell service and room service Are cleared as soon as not required. Position appropriately when in use. Keep clean and tidy at a All times. Do not use guest elevators.

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Welcome Charter
Arrival – The Room – First Impression

Moment Of Truth:            

4.11

What The Guests Expect To access room easily. For room to be fitted out tastefully. To understand room controls and amenities. A sign of welcome. How To Satisfy - Behaviourally Always acknowledge guest presence on the floor. Take personal responsibility to resolve any unexpected guest needs. When exiting room, wish the guest a pleasant stay and if appropriate offer to hang the Do Not Disturb sign on the door. How To Satisfy – Operationally Provide adequate training in “rooming guests” and monitor performance periodically. When escorting guest: - Show courtesy, let guest enter / exit room / elevator before you. - Converse with guest during rooming procedure. - Find out, if first visit to city / hotel, if any special activity is desired by guest etc. - Address guest by name. Smile and be friendly. - Explain how the key works. When delivering luggage: - Knock on the door using your index finger or ring doorbell. Identify service. Wait 15 sec. before knocking on the door a second time and before entering. - Address guest by name. smile and be friendly - Offer to give information to the guest about the room facilities. - Offer to show guest safety / security instructions. - Offer to open / close curtains, pressing, laundry services or any additional help. Housekeeping room reports to contain guest surname, departure date, and occupancy status. Card signed by Senior Management (hand written) Welcome with local touch. E.g chocolate flower, bottle of beverage, fresh fruit to be checked daily. Welcome message on television. Decoration and furnishing from noble materials Hotel‟s bedding standard to be adhered to

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Welcome Charter

Chapter: Moment Of Truth:             

5 5.01

The Departure Experience Departure – Transport / Luggage

What The Guest Expect Easy access to Concierge. Availability of porter. Provision of transport or information on transportation. How To Satisfy – Behaviourally Answer telephone within three rings. Smile when picking up the phone. Caller will hear it in your voice. Be pleased to deal with call. Bell staff will arrive within 8 minutes of the call. Luggage trolleys are used when there are more than 2 pieces of luggage. Bell trolleys are used when there are 2 or less luggage pieces. Introduce your department and yourself by name: “Bell desk, X speaking how may I help you?” Use caller‟s name at least twice during conversation. Offer your help and listen attentively. Ascertain guest needs / requirements in preparations for departure: - The estimated departure time. - The amount of pieces to be collected. - If luggage storage is required. - Remind guest to lock / seal all items before leaving the room. Inform guest on limited hotel liability regarding loss and damages if they insist you collect non-secured , valuable item e.g laptop, cameras etc. - If any assistance with package is required. - If any assistance with transportation is required. - Restate the guest name and room number and if he will be present in the room during the next 10 minutes. If not remind guest to check for possible forgotten items and to empty his safe deposit box. - Inform guest when luggage will be available. Inform cashier of anticipated departure so that guest account can be prepared in advance. Handle luggage loading and delivery to the car / limousine / taxi. How To Satisfy – Operationally Direct phone line to Concierge room. Adapt manning guides towards guest expectations. Have a “priority” elevator during peak departure times. Ask transport requirement day prior to departure or during registration process. Hotel car to be promoted in priority. 24 hours Limousine service can be arranged between 6: 00 AM and midnight. Hotel representatives at the airport to assist guest with luggage handling, flight registration and customs clearance if required. A hotel representative accompanies VIP groups from the hotel to the airport. Observe manual handling of heavy, large packages guidelines. Store heavy bags at low level. Be cautious of sharp items.

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Welcome Charter
Departure – Luggage Handling

Moment Of Truth:     

5.02

What The Guests Expect Feeling of confidence that luggage will be handled correctly. How To Satisfy – Behaviourally Knock on the door using your index finger or ring the door bell once. Identify service. Wait for 15 sec. before knocking on the door a second time and before entering. When guest is present: - Greet guest warmly by name. - Enquire whether it is convenient to remove luggage. - Ask guest if he enjoyed his / her stay. - Confirm with guest and record amount of pieces to be collected. - Kindly remind guest to empty his safe deposit box. - Kindly ask guest if you can check his room for possible forgotten items. - Remind guest to lock seal all items before leaving the room. - Inform guest on limited hotel liability regarding loss and damage if they insist you collect non-secured, valuable items e.g laptop cameras etc. - Ask if they have any other requirements. - Present guest with luggage departure or storage receipts. - Inform guest where they will be able to collect their stored items When guest is absent - Double check and record amount of pieces collected. - If fragile items present, take extra care. - Perform a quick tour of room cupboards, drawers, bathroom, safe and mini bar to make sure no personal belongings are left behind. - Inform front desk immediately, if in room safe door is found locked. Use service lift when appropriate. Place baggage within secure holding area and properly labelled. Hang clothes, fragile items in a protected environment free of dust and potential spillage or damage. How To Satisfy – Operationally Adapt manning guides towards guest expectations. Compliment staff levels with part-time staff peak hours / seasons. Secured luggage room. Preferred with CCTV 24H coverage. Luggage tags with different colouring for arrival, departure and storage. Luggage tags are provided for all items stored and must be specify the hotel‟s policy and limits of liability. Wrapping, packaging, binding facilities and materials available. Protective plastic covering ( used in Guest Laundry – Dry Cleaning) for clothing. Lockable individual storage cabinets for fragile items. Luggage elevators with priority master key override control. Heavy duty scale, sufficient luggage carts, trolleys in pristine condition. Observe manual handling of heavy, large packages guidelines.

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Welcome Charter
 Store heavy bags at low level. Be cautious of sharp items Moment Of Truth: 5.03 Departure – Settling The Account ( Check Out )                                What The Guests Expect Account to be accurate. To be able to settle my account in a speedy manner. To be treated as a valued customer. Not to be rushed. Late departure or access to changing to changing facilities. How To Satisfy – Behaviourally Departure completion should be efficient with individual queues not to exceed 4 guests. Take initiative and call for assistance when more than three guests are waiting at any time. Acknowledge guest within 10 sec / 3 metres of desk. Establish eye contact and smile: “ Good morning / afternoon / evening Sir / Madam. If you are dealing with another guest, acknowledge guest presence and say “I will be with you very shortly Sir / Madam. Ask guest for name, not room number and use guest name at least twice during conversation. Present bill, facing guest and be prepared to explain any charges. Handle immediately all customer-disputed charges, so guest satisfaction can be assured. Check for customer satisfaction during stay. Make note of dissatisfied guest, resolve the situation, time permitting , inform guest of your follow-up action if situation cannot be resolved on departure. Inform management, who should contact the guest within 48 hours. Inform guest of special requirements at airport when leaving the country ( exit visas, foreign currency etc. ) Offer to charge airport tax bill, where appropriate. Check for outstanding messages and mail and offer assistance with luggage , departure confirmations, airport taxes and ground transportation. After verification of folio entries, if requested, paid folios should be presented in an attractive folder or envelope. Thank guests for his / her patronage and invite to return. Queuing guests who appear to be in a hurry should be offered “ Express check-out as appropriate. To be directed and assisted at other facilities e.g. guest relation, Royal Club desk Seen off by management. How To Satisfy – Operationally Deliver bill and good bye letter to room night before departure. Check accounts prior to departure Estimated departure times to be recorded upon arrival. Offer use of dedicated “refresher area” for late departures . Where local circumstances dictate hotels may charge for this service Promote and regularly schedule cross-training programmes. Present bill at breakfast or night before. Have possibility for viewing point of sale posting details through Property Management System. Laser quality , A4 or letter size / style guest printing facility. Staff presence / shift planning to be monitored. Apply all corporate products (pricing)

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Welcome Charter
 Extend departure until 4.00PM based on space availability and agreement with the Front Office Manager, prior to guest request. Moment Of Truth: 5.04 Departure – “Express Check Out”             What The Guests Expect To be able to charge directly to credit card. How To Satisfy – Behaviourally Provide guest with clear explanation of procedure. How To Satisfy – Operationally Local and hotel credit policies will dictate the procedures on offer. When applicable by local banking facilities: - Service to be full part of the registration procedure - “Express Check out” form to be a tear off section of the key card. Instructions to be bilingual “Express Check out” box to be conveniently located. Account to be forwarded to guest within 2 working days after guest departure. Any queries to be attended to immediately. To offer facility via television in guest bedroom.

Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter

Moment Of Truth:                 

5.05

Departure – Farewell

What The Guests Expect To be helped with my luggage. To be assisted with my transportation. To be bid farewell. How To Satisfy – Behaviourally Inform and direct guest to waiting car / transportation Request luggage receipts. Kindly ask guest to identify his luggage for you. Place all items carefully in the car / transportation. Assist guest with route / direction / instructions to driver. Be aware of traffic conditions and use this information to inform guest and if necessary, suggest best route. Take taxi number for future reference. Bid farewell with an appropriate comment. How To Satisfy – Operationally Have umbrella available if required. Ensure no debris or congestion in lobby and front of hotel. In case of valet parking, ensure that receipt correspondents to guests‟ vehicle.

Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter

Chapter: Moment Of Truth:                                

6 6.01

The In Room Experience During The Guest Stay

What The Guests Expect To obtain information easily. For all equipment in room to function properly. To have ample space for storing luggage. A clean, well maintained room which meets my needs. To enjoy the latest entertainment / business communication facilities. Well-supplied amenities and impeccable cleanliness in bathroom. Clean, crisp linen and fresh towels. How To Satisfy – Behaviourally Show integrity and respect for guest belongings. Remember, the guest expects his / he privacy to be untouched. How To Satisfy – Operationally Long stay and repeat guests: Executive housekeeper or Assistant should introduce themselves to the guest within 24 hours of arrival to arrange a suitable time to clean daily. Housekeeper not to disturb before 9 AM ( unless specifically required). Room to be serviced twice / daily. During morning and turndown shift. Apply established procedures / quantity standards in favour of making up room as well as during turndown. Change used towels daily ( and in the evening if necessary) unless there is an environmental policy involving guest notice. Be observant and aware of guests‟ in room habits / usage pattern. Staff knowledgeable on Hotel directory content. Concierge will arrange / provide for Digital Video Display, video, compact disc music, book library. Ensure that room equipment has been properly inspected and is in working order including locks, water pressure, television. Implement regular inspections and introduce dedicated “Ken Fix-it maintenance team. Materials need to be easy to locate, clear, clean, crisp, up-to-date and accurate. CIM High quality material ( with purchase notice when appropriate ) Sample of restaurant menus in perfect condition . Leather bound folder with full ranger of hangers. All amenities to be inn good condition and in appreciable quantity . Re-assume guest of safety of drinking water where appropriate. Choice of pillows ( if allergic to feathers) Hotels bedding standard to be adhered to. Refer to hotel‟s guest room standards for details of room size, amenities and configuration.

Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter
 Moment Of Truth:              6.02 Laundry Service – Order

What The Guests Expect To receive prompt and efficient service How To Satisfy – Behaviourally Answer telephone within 3 rings Greet all callers in a warm, courteous manner with a smile. “Good morning , afternoon, evening Laundry, how may I help you, Mr. X?” Explain range of services including cost and benefits of each. Obtain and use guest name at least twice during conversation. Verify name, room number and order. Ascertain where guests is leaving laundry for collection and whether guest would like delivery in basket (or equivalent) or on hangers in wardrobe. Thank the guest for calling and inform him/her when the laundry will be collected. How To Satisfy – Operationally Fixed compartments in wardrobe with laundry, dry cleaning list and bags. Regular service: - 24 hour pressing / dry cleaning. 7 days a week ( bank holidays and local day off charge with premium). - Pick-up between 9.00AM and deliver before 7.00PM - Pick up after 9.AM, deliver next day. Express service: (maximum surcharge 50%) - 4-hour laundry service available 7 days a week - Pick-up between 9.AM and 12.00 noon and deliver by 7.PM on the same day. - Speedy service at premium price – 3 hours turnaround at any time. Overnight Service: (maximum surcharge 50%) - Pick-up after 9.AM and before 7.PM and deliver by 8.00 AM the next day. Ironing Service: - 1 hour pressing and replacement of buttons between 9.00AM and 7.00 PM - Offered 7 days a week at least between 8.AM and 9.PM - Service to be provided within 1 hour. Make sure that all employees are trained in the various procedures concerning the laundry service and that they understand the importance of re-checking details of the service requested. Make sure laundry forms are easy to use and can be rapidly filled in. Guest should be informed immediately when any garment is missing or is heavily soiled and there is risk of causing damage during the cleaning process.

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Welcome Charter

Moment Of Truth:                         

6.03

Laundry Service – Collection And Delivery

What The Guests Expect To have my laundry handled efficiently. Flexibility in short notice request. Value for money. How To Satisfy – Behaviourally Knock on door using your index finger or ring door bell once. Identify service. Wait 15 sec. before knocking on the door a second time and before entering. Greet guest warmly by name. When in guest room exchange pleasantries: “Are you enjoying your stay?” Ask if they have any other requirements. Leave a copy of order with guest ( both at collection and delivery ). Offer additional help. How To Satisfy – Operationally Laundry pick-up from the guests‟ room should not be later than 15 minutes after receiving the Request. Room number should be checked and laundry bag content should be checked against the form. Guest will be informed immediately of any counting discrepancies or damages, stains that the Cleaning process could affect. Professional marking system will be used for identification. Laundry will be returned to guest within the requested time. If a guest has posted a “do not disturb” sign, slip a card under the door informing that the laundry is ready and indicate whom the guest may contact for delivery. Unless asked to do otherwise, shirts should be folded in plastic wrappers, with cardboard collar and support. All other clothes should be hung in closet, or presented in an environmentally friendly way. E.g. wicker basket depending on guest request. Laundry returned with laundry delivery card. “Major dome”, floor concierge, butler / valet, as appropriate, to handle this service. Use and state of environmentally friendly detergent. Revise pricing policy regularly with competitors and major quality private services. Alternative and value added service: ”Bundle” pricing for small items e.g. socks, underware

Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter

Moment Of Truth:               

6.04

Shoe Cleaning / Polishing

What The Guests Expect Overnight service. Materials available in room for cleaning of shoes. Public shoe shine service. How To Satisfy – Behaviourally Greet all callers in a warm , courteous manner with a smile:” Good morning / Afternoon / Evening, Housekeeping, how may I help you, Mr X?” Explain service and charge when appropriate. Knock on door using your index finger or ring doorbell once. Identify service. Wait 15 sec before knocking on the door a second time. Greet guest warmly by name. How To Satisfy – Operationally Shoe basket for shoe polishing service. Provide for on call shoe polishing service by “Major dome”, floor concierge, Butler / valet Ensure availability of service through housekeeping ( during housekeeping office hours ) if shoe polishing machines are not provided. Clean shoes well, within one hour. Inform the guest when cleaning cannot be done within the time requested by the guest.

Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter

Moment Of Truth:                        What The Guest Expect

6.05

Handling Special Request

To deal with one person when making the request. To have requests handled promptly. How To Satisfy – Behaviourally Answer telephone within 3 rings. Smile when picking up the phone. The caller will hear it in your voice. Be pleased to deal with this call. Introduce your department and yourself by name “Housekeeping / Front Office, X speaking , how may I help you?” Offer assistance and listen attentively. Always handle guest requirements and contact other departments on guests behalf. No guest will be told to call another department. Summarize requirements and check accuracy. Inform guest of your next actions and assure guest that requests will be handled and indicate how long before delivery. If any delay in delivery, inform the guest and remain in touch until situation is resolved satisfactorily. If necessary, explain why the specific request may not be possible to meet and offer alternative solutions. Follow-up and check guests satisfaction. How To Satisfy – Operationally All requests should be resolved in 15 minutes or less 24 hour hot line for assistance to guest services. All staff members are encouraged to take personal responsibility to meet and exceed customer expectations Standard toiletries should be replaced free of charge, E.g. toothbrush. Other non-standard item should be provided on a loan basis or sold at a reasonable price. E.g. nail clippers Emergency (or travel) kits for men and women to be available at a charge. Certain hygiene items may be offered free of charge. Ensure availability of other guest room need. E.g plug adapters, foam pillows, wooden boards etc. Take into consideration country / location particularities and adapt supplies accordingly. E.g. Mosquito repellent / nets, swimming trunks, telephone plug adapters, sun cream,.etc

Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter

Moment Of Truth:     

6.06

Servicing The Room – Morning & Turn Down

What The Guests Expect Room to be serviced / bed turned down at my convenience. Towels to be changed. Amenities to be replenished. Dirty glasses and dishes to be removed.

 How To Satisfy – Behaviourally      Knock on door using your index finger or ring door bell. Identify service. Wait 15 sec before knocking on the door a second time and before entering. Open door quietly, announce yourself and use guest name where appropriate: ”Good morning, Sir / Madam / Mr/s X ...May I make up your room?” Ask if it is a convenient time to service the room or if it would be better to come back later. When in guests‟ room, exchange pleasantries. E.g.” Are you enjoying your stay?” Ask if guest have any other requirements and take personal responsibility to deliver.

 How To Satisfy – Operationally     Butler service ( unpacking / packing ) offered until midnight Room serviced twice a day, morning and turndown shift. Respect Do Not Disturb signs. All personal working in a guest room should always keep the guest room door closed and invite guest to use his key to enter by displaying a door knob instruction card:i.e. “Dear guest, your room is being serviced. For safety reasons our staff members have been instructed not to open the door if requested to do so. Please use your key instead, as this will confirm you are resident of that room. Thank you for your understanding.” Tidy, but do not disturb or rearrange guests‟ belongings. Report any valuables not stored in the safe and report any safes left open by guest. Do not discard any guest belongings, which have not been put in the wastebasket. If guest has already left the hotel, follow the lost & found procedures. Communicate guest deficiencies and requests to the appropriate departments for action Use guest history to check special requirements. Be observant of guest preferences such as lightning, air condition, television settings, what side to turn down, extra blanket on bed etc. Hand over requests and details of guests to colleagues. Turndown completed between 6.00 PM and 9.00 PM Provide turndown service according to hotel standard including: - Appropriate lighting, curtains drawn, bins emptied, prepare the bed ( note the correct side) - Bathrobes placed on bed. Amenities restocked, soiled towels replaced, - Floor mats and slippers by bedside. - Complimentary quality bottled mineral water and tumbler on bedside table. - Radio left on classical channel. Breakfast menu card placed on pillow with goodnight local touch.

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Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter
  Place Next Destination Card on pillow on final night. Good bye gift with Bon signed by GM. Slip “Turn Down Card” under the door if guest in room and not answering door or has a Do not disturb sign, Do not use guest telephone 6.07 Room Maintenance Service

Moment Of Truth:                             

What The Guests Expect Everything functions properly in the room. That deficiency is prompt resolved. How To Satisfy – Behaviourally Answer telephone within 3 rings Smile when picking up the phone. The caller will hear it in your voice. Be pleased to deal with the call. Introduce your department and yourself by name. E.g. (Department , X speaking how may I help you?” Articulate and listen attentively. Use caller‟s name at least twice during conversation. When dealing with caller, don‟t use, don‟t use hotel jargon. E.g. Pax, F&B. Apologise, summarise reported defect and check accuracy. Inform caller of your next actions and assure guest that the situation will be resolved and indicate how long. If there is any delay in resolving the situation, inform the guest and remain in touch until solved. Knock on the door using your index finger or ring doorbell. Identify service. Wait 15 sec before knocking on the door a second time and before entering. Upon entering, announce yourself and use guest name where appropriate. Apologise, summarise reported defect and check accuracy. Resolve as speedily as possible, do not disturb guest unnecessarily and check guest satisfaction . If need to use guest phone, ask the guest‟s permission. Verify the guest and wish him / her an enjoyable stay. How To Satisfy – Operationally All reported guest facility defects must always be treated as a matter of urgency. Implement regular inspections and introduce dedicated “Ken Fix-it” maintenance team. Maintenance staff should be neat, clean, in uniform with a badge and be able to communicate effectively with the customer in English. Local language may be used as appropriate. Provide full information to maintenance staff so that they can be prepared. Use appropriate report system, i.e. maintenance request forms, etc. Inform housekeeping about the call, guest name, room number, the situation and action taken. Maintenance to be performed between 9.00AM and 7.00PM unless guest requests otherwise or in case of emergency. Guest‟s request for maintenance must be responded to within 15 minutes, All requests for repair before 1.00 PM, must be completed the same day. Make sure you go to room prepared with the knowledge , supplies and tools to resolve situation. All personnel working in a guest room should always keep the guest room door closed and invite guest to use his key to enter by displaying a door knob instruction card. I.e. “Dear guest your

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Welcome Charter
room is being serviced. For safety reasons our staff members have been instructed not to open the door if requested to do so. Please use your key instead, as this will confirm you are the resident of that room. Thank you for your understanding”.  Don‟t touch personal items in the room. Clear debris & assist in cleaning before leaving room. Moment Of Truth: 6.08 In Room Mini Bar         What The Guests Expect Free drinking water if tap water is not drinkable. To have the mini-bar replenished at my convenience. To have space for personal belongings. How To Satisfy – Behaviourally At time of registration promote and offer a range of choices for mini bar. E.g. Alcoholic, soft drinks, energy drinks, fruit juices. Stock with half bottles of liquor, rather than miniature ( recommended) Re-stocking procedure: - Mini bar should be restocked between 09.00 AM and 05.00 PM. Allow flexible hours for resorts. - Do not enter room with DND signs. - Knock on door using your index finger or ring doorbell, Identify service. Wait 15 sec before knocking on the door a second time and before entering. - If guest is not in room, follow procedure on entering guest rooms and proceed with filling bar. - Upon entering, announce yourself and use guest name where appropriate - Check that it is convenient, if not return later ( within 2 hours ). - Ask guests if there are any additional items required. - Wish guest a pleasant day / evening. How To Satisfy – Operationally Automatic changing facility through property management system interface. Check daily and replenish Provide free drinking water if tap water is not drinkable. Be observant at guests‟ preferences and provide additional stocks if necessary . Remove expired items. Keep stock in rotation. Clean and check daily that all is in working order. Ice will be made with purified water only and checked regularly. Glasses washed daily. International high standard branded products. Provide interesting and local products. Specific needs. E.g. mosquito repellent. Check stock as per product standards. Provide adequate supply of clean, unmarked mini bar list Guest‟s request must be responded to within 15 minutes

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Welcome Charter

Chapter: Moment Of Truth:                            

7 7.01

The Restaurant Experience Restaurant – Reservation

What The Guests Expect Restaurant facilities to correspond to my needs. Make reservation any time of the day / night. To be recognised as a hotel guest and be given extra care and attention. How To Satisfy – Behaviourally Answer telephone within 3 rings. Smile when picking up the phone. The caller will hear it in your voice. Be pleased to deal with this call. Introduce your department and yourself by name “X restaurant, X speaking how may I help you?” Articulate and listen attentively Use caller‟s name at least twice during conversation. When dealing with caller, do not use Hotel Jargon. E.g. Pax. F&B. Use positive phrases:” It will be our pleasure to book you a window table. Ask questions to identify special needs. E.g. non smoking table, birthday, special requirements ( dietary ). Recognise regular guests and their needs. “ Can we reserve you a non-smoking table again?” Summarise booking request and check accuracy. Close by thanking the guest and say: “We look forward to seeing you on the ......Mr./Mrs. X.” How To Satisfy – Operationally Staff to have a full knowledge of opening / closing times, cuisine types, special requirements and time restraints for business lunches. Etc. Good range of restaurants with mixed styles including local cuisine. ( in Asia, Chinese or Thai ,Japanese ) Wherever possible and expected one high quality „ gourmet style restaurant with bar. Adjust the ringing level of the telephone to show respect for restaurant guests. Restaurant numbers easily available in the bedroom. Provide single central reservation number available 24 hours. Have menus in bedrooms so the guest can pre-order.( In-Room compendium ) The following languages should be spoken: local language, English and that of main client segment. Priority reservations for in-house guests. Offer restaurant food to be served in the room during restaurant opening times. Training and daily briefings on all aspects of menu and wine including daily specials.

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Welcome Charter
 Record in guest history likes and dislikes

Moment Of Truth:                      

7.02

Restaurant – First Impression

What The Guests Expect Clear Signage to the restaurant . CIM Inviting atmosphere. Welcoming staff. How To Satisfy – Behaviourally Observe guest reactions to both music and light and adjust as required. How To Satisfy – Operationally Decoration and furnishings from noble materials. Restaurant team members will do their utmost to ensure that everything feels, scents tastes and is aesthetically pleasing at all times. Hostess, restaurant manager or other member of staff is available at entrance in impeccable uniform., ready to welcome guests. Entrance and surroundings of restaurant to be clean and tidy. Indication of opening hours for restaurants and the entrance of the restaurant should be clear and visible. CIM Restaurant should be clean. I.e. floors and walls free of dust, dirt , debris and marks. Windows to be free of marks and finger prints. Furniture in good condition Plants and flowers are well maintained. I.e. fresh with no dead or dusty leaves. Tables are correctly arranged and set-up as per restaurant standards. Area is well ventilated, not smoky and with correct temperature. Background / live music at suitable volume. Lightning to be comfortable. If candles are on tables they should be lit. Side stations to be neat, free of dirty equipment, food, glasses or plates.

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Welcome Charter

Moment Of Truth:                             

7.03

Restaurant – Greeting And Seating

What The Guests Expect To be greeted and welcomed. To be helped with coats and bags. Recognition To be attended at the table promptly. How To Satisfy – Behaviourally Acknowledge guest within 10 sec / 3 metres of entrance. Establish eye contact and smile: “Good morning / afternoon /evening Sir / Madam. If you are busy say ”I will be with you very shortly Sir / Madam, or call a colleague. Ask guest for name rather for room number. Use guests‟ name at least twice during conversation.. Obtain reservation details and reconfirm guests‟ requirements. E.g. smoking / non-smoking, window table Guide and escort to table. Offer newspaper / magazine to solo diners if appropriate. Offer choice of seating. Offer to take drinks order. ”Would you like to have a drink while you are making your choice and I will return in a few minutes when you are ready to order?” Present menu to guest. Offer to explain the different sections of the menu. E.g. Starters, soups, fish, main course etc. Present drinks / wine list to the guest. I.e. “This is your Wine / Drink List Sir ?Madam.” How To Satisfy - Operationally Hostess, restaurant manager or other member of staff is available at entrance in impeccable uniform, ready to welcome guests. All guests are welcomed at the entrance – nearest available persons greets guest immediately. Deal with guest within one minute of arrival. Check reservation. If no reservation, check if hotel guest and ask for name. Offer to take bags and coats. Ensure security of property. Issue a receipt as appropriate. If guests have not reserved and must wait for table, inform them of length of wait and suggest they wait at the bar. Inform them as soon as table is ready. Observe guests and offer a table to meet their individual needs. E.g. single guest wishing to read Hold chair for guest. Place napkin on lap.

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Welcome Charter
    Explain any promotions, specialties or cocktails. Ad-hoc specialty is offered outside the menu selection. At least one restaurant are welcome High chair as per guidance Restaurant – Menu Presentation

Moment Of Truth:                  

7.04

What The Guests Expect Menu to fit the image of the location, dining style. To have the menu in my language. Children‟s menu. How To Satisfy – Behaviourally Present menu open to guests How To Satisfy – Operationally Menu should be a minimum of 3-colour print, laminated, with separate breakfast menu if served a‟la carte Menu should be one piece, maximum 2 folds Menu should be at least in 2/3 languages. E.g. local English and relevant to business segment. Minimum font size used should be 10 point. Menu should be clean and not “dog-eared”. Separate children‟s menus should offer favourite dishes and smaller portion sizes. There should be a minimum of, but not limited to: - One local dish, one vegetarian dish. One health food dish, one entrée ( change daily) - The daily special, one low-cholesterol, one salt free dish There may be one menu for both lunch and dinner – a‟la carte Half order available on selected items. Menu should indicate clearly which dishes take longer to prepare and estimated time. Beverage list should have a selection of, but not limited to: - Aperitifs, pouring brand of whisky, Gin, Vodka, Brandy, Rum - Premium brand, Rye, Single Malt, Bourbon whisky. - Tequila, Cognacs, Liqueurs, Cocktails. - White, Red, Rose Wines - Champagnes, Sparkling wine - Wine by the glass: dry, sweet (red & white) and Champagne list. - Provide minimum 20% of wine selection as ½ bottles. - Types of local , premium brands bottled beers, non alcoholic beers. - Freshly squeezed juices. - All citrus juices to be freshly squeezed from an iced silver container. - Mineral water, sparkling, still. - Mineral waters to include at least 2 European brands. - Liqueur coffees. - Types of soft drinks to include: Coca Cola, Diet Coke, Ginger Ale, Lemonade, Soda, Tonic, Sparkling Orange, Bitter Lemon, Grape Juice

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- Types of coffee, including decaffeinated coffee / Sanka, to include Cappuccino Espresso. - Types of tea, including herbals. Guest should be made aware of dishes containing known ingredients that are the cause of allergies ( nuts, shellfish, dairy)

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7.05

Restaurant – Order Taking And Serving

What The Guests Expect To be able to modify dishes to suit my needs. To have suggestions made that suit my preferences. To Be served correctly what I ordered in a timely fashion. To be looked after during my meal. How To Satisfy – Behaviourally Make suggestions, but always remain neutral as to customer‟s choice. Always accept special orders ( check with the manager if you have any doubts ) Solo diners should be offered a magazine or newspaper to read. Always familiar with the wine list, and make suggestions to suit the dishes selected. Waiters should serve guest orders without having to reconfirm who ordered what. Serve the dish ensuring it is properly presented, at the correct temperature hot and as the guest ordered it. Warn the guests when serving a hot plate. Wish the guest an enjoyable meal. Enquire as to the guests‟ satisfaction at least once , when the appropriate moment arises. If there are complaints about food or wine they should be replaced without question, at no charge. Offer to replenish drinks when glass is ½ empty . Make regular checks of the dining room, to see if a customer requires assistance. How To Satisfy – Operationally Hold daily briefings to inform staff of specials and dish preparation. All staff must have full menu knowledge so they can guide the guest Serve complimentary regional hors d‟oeuvre, fitting the restaurant theme such as: “tapas style menu dish sample presented on spoon etc. as an appetiser Emphasis will be made on originally, presentation and taste of dishes, with attention to detail, e.g. small side orders, complementing spices, toppings, sauces, etc. Always serve dishes within 10 minutes of the last course unless the guest wishes to linger. Starter course should be served within 10 minutes of ordering. If only main course is ordered, it should be served in 15 minutes ( unless otherwise advised by guest ) Serve drinks within 5 minutes of order remembering who ordered which drink. No water glass or coffee cup should remain empty more than 2 minutes without refill or order. Serving tables should be kept clear at all times. Replenish bread and butter regularly A selection of fresh daily baked bread and selection of different butter or original “dipping” , like anchovy butter, nut butter, herb butter, sun-dried tomato butter, infused olive oil, freshly grilled garlic pulb, tapenade.

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Welcome Charter
   Service should be cordial and attentive without hovering, and efficient without rushing guests. Chef / Restaurant Manager to walk around and check for guest satisfaction at least once Use keen observation skills to identify when guests need assistance or wishes to converse versus times when guest privacy is important.  A quality selection of leaf tea and a freshly ground coffee is served in an individual teapot and French press cafetiere. Decaffeinated alternatives to all types of coffee, e.g. espresso,cappuccino is available Moment Of Truth: 7.06 Restaurant – Breakfast              What The Guests Expect To Have a choice between buffet and a‟la carte. How To Satisfy – Behaviourally Guide and escort to table. Offer choice of seating. Explain buffet service and dishes on offer. Offer to take drinks order “Would you like to have coffee / tea?” Provide the a‟la carte menu opened. How To Satisfy – Operationally Restaurant to be open at least 2 hours before local business hours. From 05.00 AM to opening, complimentary teas and coffees, available for early departure. A‟la carte breakfast menu to be available and handed to guest ( even if buffet provided ) Continental breakfast with a selection of, but not restricted to: - 2 fresh juices - Selection of warm bakery items. - 2 different preserves plus marmalade, honey, decaffeinated coffee, with milk or cream, milk or hot chocolate Full breakfast with a selection of, but not restricted to: - 2 eggs prepared to order, Including fried, scrambled, boiled or poached. - Served with customer‟s choice of bacon, ham, sausage, tomato, mushroom, hash brown. - Cut fresh fruits. - Waffles or pancakes, or similar, maple syrup and honey. - Choice of delicatessen and smoked fish. Japanese Breakfast, if more than 10% of market share. Low calorie Breakfast, Health / Fitness options on all menus and buffets with a selection of , but not restricted to: Coffee or tea with skimmed milk Whole meal / wheat bread. Grapefruit juice or half a grapefruit, fresh fruit salad Low fat yogurt, 2 eggs boiled or poached Sugar free jam, margarine A la carte breakfast - Selection of cereals hot or cold - Selection of hot beverages

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Welcome Charter
    - Fresh fruit, stewed fruit, yogurts, assorted cold cuts, cheese Observe guests and offer a table to meet their individual needs. E.g Single guest wishing to read family etc. Hold chair for guest. Place napkin on lap Explain any promotions, specialties or breakfast choices 7.07 Restaurant – Clearing / Check And Bill

Moment Of Truth:                            What The Guests Expect

The dishes are cleared in a timely fashion. That clearing is non-obtrusive and suggestive to leave. To be given the bill promptly when I ask for it. That the bill is accurate. How To Satisfy – Behaviourally Approach guest table when last person has finished his dish or has positioned cutlery on the plate Clear plates from the right, ladies first. Offer desserts, coffee and liqueurs without prompting. On customer‟s request, present check Retire from table and stay within the vicinity. Recover check and means of payment if applicable. Thank the guest and process quickly. Ensure that the cashier / restaurant staff deals with the check promptly and returns the change or customer credit card copy immediately ( where applicable ) How To Satisfy – Operationally Ashtrays should be changed after every cigarette is extinguished. Ashtrays should be removed covered with a clean one, the replaced. No more than 5 minutes should pass between clearing one course and serving next. Bread and butter should be removed upon completion of main course. Service / clearing station quantities should be relevant to the restaurant volume and capacity. No trays should be positioned on the table to clear dishes. Valet stands should be avoided unless required by volume and restaurant style. Cutlery positioning on the plate is commonly used as indication that customer has finished his meal. However, always check with guest before clearing. Staff members to be knowledgeable in cutlery position signalling ends of meal according to different customs. E.G horizontally across the plate at 03.00 o‟clock or vertically at 6 o‟clock. Check should be presented in a clean bill folder, with a pen within 3 minutes of request. Check should be properly itemised, exactly reflecting actual order. Always check breakdown is clear – bill should indicate what is included in the charges. E.g. tax, cover charge, service charge.

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Welcome Charter

Moment Of Truth:               What The Guest Expects

7.08

Restaurant – Departure

To be helped with my departure and thanked for my custom. To be bid farewell. How To Satisfy – Behaviourally Thank the guest by name and offer farewell to all members of the party. Help customers leave their table and pull back the chairs. Assist guest in recovering personal items from the cloakroom. Assist guest, ladies first, with putting on her / his coat / jacket Wish them a good morning / day / evening and hope to see them again How To Satisfy – Operationally Remove the bill and process quickly. Offer memento on departure such as a promotional information on the restaurant. Assist guest with departure ( table, coats, doors etc.) All tables should be promptly cleaned and reset after the departure of each customer.

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Welcome Charter

Moment Of Truth:             What The Guests Expect

7.09

Restaurant – Buffet

To be given a good variety and appetising selection To be explained or find clear indications of the content of the dishes. To be assisted whenever required. How To Satisfy – Behaviourally Assist guest with their seating and explain buffet service and dishes on offer When within the buffet vicinity, assist guests with the serving. When ever possible, offer your assistance in selecting the food from the buffet on the guest behalf. Remain attentive to guests‟ needs during the meal by regularly passing through the tables. Always remove dishes and silverware between courses. How To Satisfy – Operationally Lunch and Dinner buffets should include a selection of , but not limited to: - Salad Bar with 8 salad / vegetable items and 6 dressing. - Cold appetisers selection with 5 cold meat, 2 pate / terrines, seafood & smoked fish - Hot dishes to include minimum 6 main course, minimum 3 vegetable which may include, noodles, rice and one potato dish. - Dessert buffet include minimum 4 different choice, fruit salad, fresh seasonal ftruit, one mousse. - Cheese selection minimum 4 different cheeses - Bread display choice of minimum 3 different types Buffet menu selections ( except designated items, such as salads ) should be rotated minimum at least every 3rd or 4th day. Buffet items should change with the season. Items should be seasonally at their best Hot buffet selections should change daily. There should be no bain-marie usage. No dish should be less than 30% full before being refilled. Buffet presentations should be imaginative, visually appealing, abundant to the point of lavishness. All foods should be presented in containers, which compliment their appearance and help keep hot food hot without overcooking or drying and cold foods cold. Each buffet should be decorated , show pieces should not be of fake material, like plastic or foam There should always be enough buffet attendants to assist at the buffet and restaurant tables. All buffet dishes should be identified with attractive easy-to read labels on or near the serving container in local language and English. Hot & cold plates as well silver serving cutlery should always be available in sufficient quantity Ensure table linen is always clean ( if used )

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Welcome Charter
   A bilingual Chef should be present during buffet service to explain dishes and assist with service. Guest should be made aware of dishes containing known ingredients that are cause of allergies. Food samples of dishes being served to more than 20 guest should be taken and held in the freezer as outlined in the F&B Safety Manual/

Chapter: Moment Of Truth:        

8 8.01

The Bar Lounge Experience Bar And Lounge – Accessibility

What The Guests Expect Several bars, especially in bigger properties How To Satisfy – Behaviourally Arrange a cosy and friendly atmosphere, Have a pleasant guest contact. How To Satisfy – Operationally Ideally located within the Hotel Lobby vicinity without therefore disrupting hotel lobby, public area conveniences. A “Club” style bar that denotes exclusively, warmth subdued comfort and relaxing atmosphere. Decoration and furnishings from noble material. Services extended to Cigar Humidor display cabinet with appropriate “cigar club” area, premium brand cognacs, whiskeys, champagne display and served by the glass, single baby grand piano, quality sound system. Clear signage in public areas and guest elevators.CIM Provide promotion in-room and through other point of sales . Convenient opening hours ( according to law ) Service must be available from minimum 11.00 AM – 01.00 AM Ensure availability of one bilingual staff member. Well ventilated ( not smoky ) Lighting appropriate to the time of the day. Music / live music at suitable volume. Television available. Plants, flowers well maintained. Showmanship by bartender when appropriate . Clean and updated drink list / menu on each table. Clean ashtrays ( one match box per ashtray ) Ashtrays must be emptied into a lidded metal container.

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Welcome Charter

Moment Of Truth:                      What The Guests Expect

8.02

Bar And Lounge – Greeting And Seating

To feel welcomed and acknowledged How To Satisfy – Behaviourally Acknowledge guest within 10 sec / 3 metres of entrance. Establish eye contact and smile:” Good morning /afternoon / evening Sir / Madam”. If you are busy say:” I will be with you very shortly Sir / Madam “ or call a colleague. If guest is a regular guest, welcome them back and acknowledge . E.g. “Would you like your usual seat and drink Mr.X?” Offer assistance by saying:”May I escort you to the bar counter or would you prefer by the window, Mr. X ?” Identify seating preference and escort to the table Explain any special promotions, specialties and cocktails. Offer drink list and offer to take order or leave list with guest. How To Satisfy – Operationally Hostess, restaurant manager or other member of staff is available at entrance in impeccable uniform, ready to welcome guests. All guests welcomed at the entrance – nearest available person greets guest immediately. A minimum of 2 persons and one bartender per service period for lounges under 50 seats. Over 50 seats a minimum staff of one host, 2 servers and one bartender per serving period. One server will be at bar available at all times. Guests‟ presence should be acknowledged within one minute of arrival and seated within 2 minutes of arrival. Assist guest with their belongings such as coats, umbrellas, etc. Observe guest and anticipate needs. E.g Solo person wishing to work / read, family with children, smoker, non-smoker. Provide menu / bar list opened. Recognise regular guests and their usual requests.

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Welcome Charter

Moment Of Truth:                            What The Guests Expect

8.03

Bar And Lounge – Order Taking And Serving

To have my drink order taken promptly. To enjoy prompt and efficient service. How To Satisfy – Behaviourally Make suggestions, but always remain neutral as to customer‟s choice. Always accept special orders ( check with Barman if you have any doubts ) Single guests should be offered a magazine or newspaper to read. Be familiar with the Beverage list and make suggestions to suit the time of the day / night / season. Make regular checks of the bar / lounge to see if customers requires assistance. If the guest looks undecided make appropriate suggestions e.g. “Our barman makes a great Martini”. Ask how they take their drink e.g with ice. Remember guests‟ order and repeat as you serve them: “ Your Gin & Tonic , Sir, without ice.” Offer refill immediately when glass is quarter full. Offer to make dinner reservation. Bring restaurant menu if required. How To Satisfy - Operationally Beverage orders should be taken within 2 minutes of seating. Standard drinks competitively priced. All standard drinks price available at same price across Hotel facilities unless added theme / entertainment is provided. Staff should know beverage menu composition and cocktail ingredients. Offer drinks not on list if necessary. All citrus juices to be freshly squeezed in silver ice container. All beverages sold by glass to be poured from the bottle in the presence of the guest. A quality selection of leaf tea and freshly ground coffee is served in an individual teapot and French press coffee pots. Decaffeinated alternatives to all types of coffee e.g. espresso, cappuccino is available. Serve drinks within 3 minutes of order taking Bottled beer should be placed next to a Pilsener glass, guest should have opportunity to pour himself. Present drinks in appropriate glasses and for mixed drinks, a simple, non-logo, environmental friendly, stir-stick (preferred) with decoration for cocktails.

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Welcome Charter
      Local in-house cocktails available. A minimum of 5 hors d‟hoeuvres / bar snacks will be offered. Serve on plates according to size of bar tables. Serve food promptly. Whole mixed-nut blend ( minimum) 4 should be served at no charge for all drinks ( except coffee and tea ) Refill regularly. Present guest with a small variety of tastefully prepared Canapes. 8.04 Bar And Lounge – Clearing / Check And Bill

Moment Of Truth:              What The Guests Expect

The glasses / china / dishes are cleared in a timely fashion. That clearing is non-obtrusive and suggestive to leave To be given the bill promptly That the bill is accurate How To Satisfy – Behaviourally Approach guest table when last person has finished his drink. Clear glasses / cups / plates from the right, ladies first. Check satisfaction once and offer to re-order, coffee or tea if appropriate. On customer‟s request, present check. Retire from table and stay within the vicinity Recover check and means of payment if applicable Thank the guest and process quickly. Ensure that the cashier / bar staff deals with the check promptly and returns the change or customer‟s credit card copy immediately ( where applicable) How To Satisfy – Operationally Change ashtrays after each cigarette and empty contents into a lidded metal container. Ashtrays should be removed covered by a clean one, then replaced. Observe guests and be alert to customers requiring refills. All tables should be promptly cleared and reset after the departure of each customer All cleaning should be done from trays. Keep check-up-to-date during services, all purchases promptly recorded. Check should be properly itemised, exactly reflecting actual order. Always check breakdown is clear – bill should indicate what is included in the charges. E.g. tax, cover charge, service charge. Present bill within 2 minutes from the moment it has been requested or at the moment of ordering as per some local regulations. Present bill in folder to person who requested it with a pen. Ensure it is accurate before presenting it to guest. Never check bill in front of guest. Accept various payment types.

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Welcome Charter

Moment Of Truth:

8.05

Bar And Lounge – Departure

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What The Guests Expect To be helped with my departure and thanked for my custom. To be bid farewell. How To Satisfy – Behaviourally Escort guest to the door. Thank the guest by name and offer farewell to all members of the party. Help customers leave their table or bar counter and pull back the chairs or stools. Assist guest in recovering personal items from the cloakroom. Assist guest, ladies first, with putting on her / his coat / jacket / scarf Wish them a good day / evening / night and hope to see them again. How To Satisfy – Operationally Remove the bill and process quickly Offer memento on departure such as promotional information on the restaurant. Assist guest with departure ( table, coats, door etc.) Clear and reset all tables promptly after the departure of each customer.

Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter

Chapter: Moment Of Truth:             

9 9.01

The Room Service Experience Room Service – Breakfast & Door Knob Menu Presentation

What The Guest Expect To locate the menu easily To find a clean, fresh menu that I can understand. How To Satisfy – Behaviourally Guest contact and front desk staff should make late arrivals aware of the Room Service range and menu location when they register. Door knob men us to be placed on bed pillow during turndown. Additional doorknob menus are available at the Front Desk, Concierge desk and guest room desk. How To Satisfy – Operationally Provide space for name and room number, desired serving time in 15 minutes intervals, plus an indicated space for a specific time client may desire. Provide option to order choice of minimum one local, 2 international newspapers indicating local deliverable time. Print in minimum size font of 10 point, with clear instructions for guest use. Provides option to order low calorie, Continental, Full Breakfast and a‟la carte for one or 2 persons. Continental Breakfast with a selection, but not restricted to, of: - 2 fresh juices - Selection of warm bakery items - 2 different preserves plus marmalade, honey, individual glass, ceramic jars ( non plastic ) - Choice of hot beverage to include teas, coffee, decaffeinated coffee, with milk or cream, milk or hot chocolate Full breakfast with a selection, but not restricted to, of: - 2 eggs prepared to order including fried, scrambled, boiled and poached. - Served with customer‟s choice of bacon, ham ,sausage, tomato, mushroom, hash brown. - Cut fresh fruits. - Waffles or pancakes ( American style) or similar, maple syrup and honey. - Choice of smoked fis Low-Calorie Breakfast. Health / Fitness selection on all menus and buffets, but not restricted to: - Coffee or Tea with skimmed milk or lemon. - Wholemeal / wheat bread - Grapefruit juice or half a grapefruit. - Low fat yogurt.

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Welcome Charter
Fresh fruit salad.( no additional sugar ) 2 eggs boiled or poached Sugar-free jam Margarine

Moment Of Truth:                            What The Guests Expect

9.03

Room Service – Order Taking

To be able to order 24 hours a day To have the phone answered promptly. Accurate order taking Extended breakfast times. How To Satisfy – Behaviourally Answer the telephone within three rings. Smile picking up the phone. The caller will hear it in your voice. Be pleased to deal with this call. Introduce your department and yourself by name: Room Service, X speaking, how may I help you. Offer your help and listen attentively. Always handle guest requirements and contact other departments on guests‟ behalf. No guest will be told to call another department. Write orders down in full. Repeat orders to confirm accuracy. Verify name, room number and order. Inform guest of the delivery time. How To Satisfy – Operationally Dedicated extension for 24 hour room service The following languages must be spoken: local tongue, English and main client segment language. Full Breakfast service must be available from 06.00 AM to 12.00 PM Continental breakfast service available around the clock. 11.00 PM – 6.00 PM limited range minimum Coffee / Tea and sandwiches. A quality selection of leaf tea and a freshly ground coffee is served in an individual teapot and French press cafetiere. Decaffeinated alternatives to all types of coffee e.g espresso, cappuccino is available Include menu changes and daily specials as topic in daily briefings.. Order taker to write down order was placed and time delivery was promised. Order taker to be aware of dishes containing known ingredients that are the cause of allergies ( I.e. nuts, dairy, shellfish, etc. ) Orders to be delivered within the following target time scale. Continental Breakfast 20 minutes – 15 minutes

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Welcome Charter
  American Breakfast Lunch Dinner Snack 25 minutes - 20 minutes 30 minutes - 25 minutes 30 minutes - 25 minutes 15 minutes - 10 minutes.

Kitchen staff to review scheduled times in order to prioritise food preparation Kitchen and delivery staff should compare food prepared to order taken 9.04 Room Service – Order Delivery

Moment Of Truth:                         What The Guests Expect

Order to arrive promptly and as ordered. Delivery staff to clearly announce their service at the door. How To Satisfy – Behaviourally Single businesswoman travellers, should receive an “eminent delivery” announcement call a few minutes prior to delivery. Knock on the door using your index finger or ring doorbell. Clearly identify service. Wait 15 sec. before knocking on the door a second time and before entering. Greet guest warmly and use their name. Ask where they wish to place tray or table. Place chair near table if appropriate. Offer assistance, pour beverages, draw curtains, remove items from warmer, place napkin in guests‟ lap. When food is delivered go through order and point out that instructions have been carried through, E.g. “One hamburger medium, with sautéed onions. Confirm satisfaction with guest Do not appear to hurry. If there is wine, offer to pour and ask guest to taste it. Also when served by the glass Ask if there is anything else that the guest require. Offer to remove any used cups, saucers, trays, cutlery, fruit baskets, etc. Advise guest of removal methods when food is delivered. E.g. “ Please call us when you have finished and we will remove the tray, Mr. X. Ask guest to sign bill and wish them a pleasant meal. How To Satisfy - Operationally Check uniform at beginning of each shift. Check items delivered match those ordered. For pre-orders, guest should be called and informed of the imminent arrival of their order. Wake-up call in person accompanied by coffee / tea and newspaper ( recommended ) Pre-ordered continental breakfast service guarantee must be adhered to. If delayed more than 10 minutes after the target time, order should be rebated in full from guest bill. If order is delayed, guest should be informed within 15 minutes of placing order. Offer apology and indicate new delivery time. Always offer an alternative. Use hot boxes, warm pastries and freshly brewed coffee and tea

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Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter
   Trolley for all room service except single items / dinners. If doorknob menu has guest signature, no further signature should be asked when delivering breakfast. A professional racking, handling and storage system should be in place to avoid breakage and to maintain a high quality end product to the customer.

Moment Of Truth:         What The Guests Expect

9.05

Room Service – Tray And Trolley Collection

Food trolleys or trays to be removed promptly. Corridors and landings to be clear of trolleys and trays. How To Satisfy - Behaviourally If guest calls for removal, check their satisfaction., e.g. “How was the fish, Mr. X?” How To Satisfy - Operationally Circulate on floor corridors regularly for tray or trolley removal more frequent during high volume service. Observe manual handling for lifting and carrying trays.

Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter

Chapter: Moment Of Truth:                    

10 10.01

The Meeting And Conference Experience Meeting And Conference – Telephone Enquiry

What The Guest Expect To have phone answered promptly To receive polite and efficient service. How To Satisfy – Behaviourally Answer calls within 3 rings Smile when picking up the phone. The caller will hear it in your voice. Be pleased to deal with the call. Introduce your department and yourself by name. E.g. “Conference and Banqueting office, X speaking , how may I help you?” Offer your assistance and listen attentively. Always handle guest requirements and contact other departments on guests‟ behalf. No guest will be told to cal another department. Greet caller by name if possible. If not, identify the customer‟s name and use it in conversation. Summarise requirements and propose solutions / action. How To Satisfy – Operationally Ensure that staff answering the telephone has up to date product knowledge to enable them to provide quality information. Ensure that the Conference and data warehouse databases are continuously updated. Multi-lingual staff minimum Local, English and language of most important customer segment. Conference and Banqueting Executives have updated lists of all booked events and available space. Use of trace system. E.g. Delphi Conference Diary. Conference and Banqueting Executives are on e-mail and have direct phone number. On-line access to products, prices and client information. Propose appointment to visit banquet facilities any day including Sundays.

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Welcome Charter

 Meeting And Conference – Follow-up A Lead

Moment Of Truth:              What The Guests Expect

10.02

To be given a contact name for the run up to the event – one point of contact. To be offered alternative options in addition to what I asked for / things I may not have considered To be provided a solution and price or otherwise be informed when to expect feedback. To be thanked for the enquiry. How To Satisfy – Behaviourally Inform customer who will be responsible for their business in the future and provide contact details. Be clear about follow up actions. “I will call you back by noon tomorrow with a couple of different options. Thank at end of call using the customer‟s name and let customer hang up first. Allocate a dedicated Conference and Banqueting Executive for the client responsible for all arrangements. Fax or email confirmation of needs to the customer within 12 hours . Follow-up with thank you for your consideration / enquiry letter. Invite clients to see other customer „s events as appropriate as means to gather ideas and help relationship building with client

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Welcome Charter

Moment Of Truth:         What The Guests Expect

10.03

Meeting And Conference – Close Deal

To receive a full proposal in 48 hours or less How To Satisfy – Behaviourally

How To Satisfy - Operationally Send a proposal outlining options, prices and payment and cancellation details personally signed by the Conference and Banqueting Executive within 24 hours. Include Conference Sales Pack ( if not already given ) Follow-up telephone call must be made within 2 days of giving / sending these brochures . If the reservation has not been secured at this point, enquire as to the reason and take the necessary action to close the deal. Ensure that relevant information / changes are communicated to Accounting and appropriate departments. Inform customers if there is any building work, or other disturbance, scheduled for the area offer alternatives.

Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter

Moment Of Truth:             What The Guests Expect

10.04

Meeting And Conference – Follow-up A Proposal

To be able to get in touch with the Conference and Banqueting Executive / Point of Contact or have calls returned the same day. To be able to always speak with someone, who is aware and knows about my event, should my point of contact be out of the office. How To Satisfy – Behaviourally How To Satisfy - Operationally Assign an event team for large conferences. Every client assigned a back up Conference and Banqueting Executive who is fully briefed on the account. If not present client has option to leave message or speak with another person. Advise Regional Sales Office to enable local assistance for meeting planner. Check messages every hour. Return calls hourly. Prepare site inspection.

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Welcome Charter

Moment Of Truth:                  

10.05

Meeting And Conference – Client Visit To The Hotel

What The Guests Expect To be welcomed with genuine courtesy. To be shown the room planned for event and to be shown all areas , which the delegates will use. To have Conference and Banqueting Executives who understand F&B and can help plan appropriate meals and breaks. To have Conference and Banqueting executives who understand technical equipment and what may be required dependent on the event. To fell that there is flexibility as to how event should be planned. Clear explanation of all changes. How To Satisfy – Behaviourally Welcome customers – no waiting, use active listening Conference and Banqueting Executives to ascertain Food & Beverage requirements at an early stage including menus, numbers and timings. Make organisers / delegates feel that they are getting a tailor made service – emphasise flexibility. Invite customers to come in and see facilities and discuss needs further. Probe with open-ended questions to fully explore needs. Offer options as opposed to one solution. Probe for budget limitations. When discussing alternatives be clear on pricing – no surprises. Thank customer for his / her visit and assure satisfaction . Unscheduled site inspection: If no further appointment has been made, welcome the customer and give escorted tour of hotel. Offer a beverage if the customer has to wait to be seen. Exchange business cards and identify specific needs. Report in writing for proper follow –up How To Satisfy – Operationally All Conference and Banqueting Executives to be paired with a F&B partner. All Conference and Banqueting Executives to have menu lists and pricing available. Guest should be made aware of dishes containing known ingredients that are cause of allergies. Conference and Banqueting Executives should be familiar with F&B budget to properly manage the profitability of the event. Conference and Banqueting Executive is prepared with all information (keys, prices) Request that any changes be communicated at least one week prior to event.

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Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter
 Be flexible- provide several options.Look for creative solutions.  Offer to arrange other specialist support should be required in planning phases.  Include technical requirements on event planning worksheet.  Discuss handling of messages & faxes as part of event planning , include on event planning sheet.  Ask the guests about signboard, which may be required to guide the delegates of the event.  Introduce customer to catering / technical staff.  Invite clients to see other customer‟s events, as appropriate, as a means to gather ideas.  Brief customer on safety and security.  “Contractors Indemnity Form” to be completed where appropriate.  Food brought to the hotel / venue, indemnity form to be completed where appropriate. Moment Of Truth: 10.06 Meeting And Conference – Function Room Settings              What The Guests Expect Appropriate lightning Controllable temperature Airy How To Satisfy – Behaviourally How To Satisfy – Operationally Decoration and furnishings from noble materials. Exclusive signage. CIM Electronic Event display board attractively integrated in décor. Pre-function area decorated with fresh flowers and plants. Quality silk flower display as possible alternative. Attention to detail, restroom / cloakroom attendance provided with Linen towels, quality paper, Range of toiletries to include luxury soap, hand lotion, eau de toilette, coat brush and ( optional) shoe shine facility. Separate VIP restroom in different location for Head of states and high ranking dignitaries / conference speakers with independent vanity area. Best available audio-visual equipment with feasibility for video conferencing, ISDN lines, data ports, DECT phone technology and paging facility for organisers, electrically operated curtains, infrared lightning control with dimming capability and wall fixed conference cupboards ( to include flip chart, electrical screen, and white board – hidden ). All supplementary equipment requirements will be available at short notice e.g laptop computer computer prints, colour photocopier, mobile phones. At least one Boardroom style meeting room with Executive leather chairs, fixed veneered conference table with hidden integrated connection for power and telephones. Electronically operated, ceiling repressed video projector and screen. Video conference facility. All facilities to be ready at least one hour before agreed access time Ensure that: - The banquet / meeting rooms are immaculate and the temperature is pleasant. - All technical equipment is working correctly including sound and light. - There is a sufficient stock of flip chart paper and writing utensils are in good working order.

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Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter
All set-ups should be in compliance with the Banquet Event Order. Dedicated Conference and Banqueting Executive to meet organiser in venue to check. Requirements, arrangements and timings. In the event of any last minute changes , inform the Customer immediately, i.e change of banquet rooms, menu items, wines and unavailability o Certain equipment. Always propose an alternative. Get clear on what level technical support should be required in planning phases. Include technical requirements on event planning worksheet. Technical experts on call day of event.

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Moment Of Truth:                      

10.07

Meeting And Conference – Event Arrival

What The Guests Expect To find the location of event easily. To be met by the Conference and Banqueting Executive. How To Satisfy – Behaviourally Doorman / Reception staff to smile, use eye contact and greet delegates. “Welcome to the ......hotel and the X conference. Meet with the organiser before the start of the function, introduce yourself, present your business card to the client and invite them to call you should they require assistance, show them the venue. Stand by the function room and direct guests. Follow-up during the function to ensure that all is going well and that the organiser is satisfied. Meet with the organiser during the break for any conference need. How To Satisfy – Operationally Review all events and locations as part of daily briefing. Confirm that all details are correct including number of attendees, Food and Beverage requirements, billing eytc. Conference and Banqueting Executive to meet with staff who will be working at the event to go over details prior to event. Review details one last time as part of daily briefing. Copy of all details available for staff working event.. Ensure availability of clear signage indicating function rooms and events, both at lobby level and at the entrance to the function room / area. Signage to be ready at least 2 hours before the event to comply with guests‟ requirements. Ask what time customer will arrive and wait for him in the lobby. Confirm the business facilities guests may need during event. Offer valet car parking. Day room may be made available to organisers for large events. All resident organisers to be given VIP treatment and courtesies. Escort presenters / organisers to the meeting room. Have one staff member dedicated to event and accessible at all times who can speak the organiser‟s language. Offer pager or portable communication tools.

Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter
     Offer organiser / presenters a pin so that staff can recognise them. Test and clean all Audio-visual equipment the day before the event.. Regular preventive maintenance to be performed on all equipment. Provide hotel‟s test slide. Ensure procedures in the event of a fire are made aware to contractor / organisor.

Moment Of Truth:                            

10.08

Meeting And Conference – During The Event

What The Guests Expect To have all special , last minute requests handled quickly and willingly. To be able to control the room – lighting, temperature, equipment. To receive friendly and efficient service from all staff. How To Satisfy – Behaviourally Greet and welcome guests with a smile. Check that the organiser is satisfied with the organisation of the function and no last minute changes are required. Summarise / reconfirm break and lunch times with client. Guide the guests to their lunch venue and wish them an enjoyable meal. Always acknowledge delegates, greet guests by name when possible. Always sound re-assuring to promote guest comfort. Respond quickly and demonstrate a sense of urgency. When guests complain about external noise attend to it immediately and apologise. Show interest and ask how event is going and offer assistance, when appropriate. If a situation is relayed, apologise and commit to handling. Inform dedicated staff member and planner if necessary. Make individual conversation as appropriate. How To Satisfy – Operationally Demonstrate all control settings / equipment with client prior to event start. Co-ordinate with business centre to have fax, compute and telephone service available. Introduce the technical staff member to the guest. This staff member is to be available throughout the event. Check that breaks and meals are served at set times. Be prepared to be flexible on break times. Provide standard conference boxes Put up the “Meeting in Progress” sign as soon as the function starts. Have adequate staff to service room in time required. Check and replenish tea and coffee well before each break. Check and replenish all supplies during breaks, clean ashtrays. Ask the guests about the room temperature during the break and offer assistance when required.

Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter
Ensure all environmental settings are easily controllable.  Reset the meeting rooms during the lunch break and everything is tidy. This should take no longer than 10 min.  No personal effects of delegates should be touched, like personal notes and flip charts.  Look after speakers and organiser. Remember what they drink and offer to serve them during breaks, as they may be too busy to get it themselves.  Message centre to have listing of all events, names of attendees, event location and instructions how to handle faxes and calls.  Messages delivered within 10 minutes of receipt.  Sometimes conference organisers need special help to organise games etc.. Do all possible to accommodate. Moment Of Truth: 10.09 Meeting And Conference – Departure And Follow-up                        What The Guests Expect To have the bill ready and not have to wait. To receive an accurate bill. To have the opportunity to provide feedback. To be bid farewell. How To Satisfy – Behaviourally Ensure that the organiser is satisfied. Do not check bill in front of client. Ask about transportation arrangements as part of event planning and track on event planning worksheet. Include transportation for organiser as part of event package. Smile: thank client personally by name as they leave. In follow-up with client, ask what kind of information they would like to receive from you in future. Be pro-active in suggesting what information is available. Be available and bid farewell to presenters and delegates. Maintain regular contact with the guest and keep guest informed of all future promotions. How To Satisfy – Operationally Prepare accurate and itemised bill prior to guest departure. Review all details and that they correspond to the proposal confirmed prior to event. Check bill against event planning worksheet before giving to client. Staff to handle customer disputes up to certain limit. Waive small disputed amounts, no questions asked. Ask client how he would prefer to pay during the event planning and make the necessary arrangements. Be flexible if the guest wishes to modify method of payment. Thank the customer in writing and send a gift within 5 days. Dedicated staff member to conduct room check after event. Staff member to inform Conference and Banqueting Executive of any found articles. Conference and Banqueting Executive to call client and inform of found articles ( immediately) and to offer transport / courier. Follow company procedure for recording and handling.

Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter
    In the event of a complaint / disagreement, contact the customer by telephone within 24 hours and write within 48 hours. In case of large functions, organise a post-event meeting with the organiser and issue the corresponding report within one week. Send a copy of conference planner / function sheet and exit interview to regional sales office for future business referral and database consolidation. Update hotel database and data warehouse with relevant information. i.e. type of event, rom nights materialised and total spent.

Chapter: Moment Of Truth:                    

11 11.01

The Business Experience Business Centre Availability

What The Guests Expect For business centre to be easy to locate and opening hours to suit business needs. For staff members to be knowledgeable and able to explain equipment. An efficient business service that will meet their needs when away from office. How To Satisfy – Behaviourally Acknowledge guest with a smile and eye contact. Offer a warm greeting within 10 sec of entering / 3 metres in sight. E.g “Good morning, Sir / Madam, welcome to the business centre, how may I help you?” If you are dealing with another guest, acknowledge guest presence and say: “ I will be with you shortly, Sir / Madam.” Establish guest name and use it at least twice in conversation. Engage in a friendly conversation if appropriate. Keep informed in order to keep the guests informed. Always handle guest requirements and contact other departments or outside companies on guests‟ behalf.. No guest will be told to call another department. Explain billing procedure. Show appreciation & invite guest back How To Satisfy - Operationally Business hotels to offer a Business Centre with requisite opening hours.( 7.00 AM – 7.00 PM ) 7 days a week. Business Centre to be well sign posted. Price list to be on display. Offer Business Centre Service during 24h e.g fax, e-mail. Provide: Minimum bilingual Secretary ( English & Local ) Basic Translation services. Secretarial services. Courier services.

Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter
Message service – delivery within 10 minutes. Latest telecommunication equipment. Access to small meeting rooms. Billing to be accurate Meeting room to be set up at all times. Centre and meeting room to be well lit. Refreshments provided by Room Service on request.

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Chapter: Moment Of Truth:         

12 12.01

The Recreation Experience Recreation – Range Of Activities

What The Guests Expect Full range of leisure activities including health & fitness, swimming pool, water sports & golf. How To Satisfy – Behaviourally For range of activities provided at external facilities – may introductions to named people before directing guests to external sides. How To Satisfy – Operationally Range of activities available at Hotel or nearby must include: Swimming Pool and Fitness Centre, Health & Fitness, ( Tennis, Golf, Volleyball, Sailing, Windsurf, Scuba Diving, Snorkeling , Fishing ) Ensure that proper liability insurance covers all sporting activities. All equipment must be checked for safety reasons prior to lending / renting to guest. Disclaimer signs are visibly posted in following areas: Pools Sun decks Beach sport section ( water sport & other ) Beach swimming Health & Fitness centre. Sauna, steam bath Racket sports Golf lockers Golf buggies “ Creche” and children playground. Report security hazards and out of-order equipment.

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Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter

Moment Of Truth:        

12.02

Recreation – Range Of Wellness – Therapeutic Facilities

What The Guests Expect Access to a range of wellness / therapeutic facilities and massages. How To Satisfy - Behaviourally Inform guest of the availability of facilities at your hotel. Take personal responsibility to resolve any needs. How To Satisfy – Operationally Range of massages must be available e.g. Shiatsu, Aromatherapy, Nordic, Asian etc. Classes of sessions of Yoga, Reflexology, Tai-Chi etc. Provide guests with clear information of what services are available, opening hours and give direction to location.

Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter

Moment Of Truth:                    

12.03

Recreation – Team Interaction With Guests

What The Guests Expect Visible points of contacts How To Satisfy – Behaviourally Presence at morning and evening meals. Circulate Pool and / or Beach during the day. Proactive customer contact being informative and suggestive sales technique. Acknowledge guest with a smile and eye contact. Offer a warm greeting within 10 sec of entering / 3 metres in sight “Good morning, Sir / Madam”, welcome to ..hotel , how may I help you?” or “May I take a few minutes of your time to introduce to you our wide range of recreation activities?” If you are dealing with another guest , acknowledge and say: “I will be with you shortly, Sir /Madam”.. Establish guest name and use it at least twice in conversation. Engage in a friendly conversation, if appropriate. ”Is this your first visit to the recreation / water sport centre?” Explain benefits of activity. Always handle guest requirements and contact other departments or outside companies on guests‟ behalf. No guest will be told to call another department. How To Satisfy - Operationally All team members to wear easily identifiable recreation uniforms. Hire qualified personnel with appropriate background and desired service attitude. Dedicated Trained Recreation. Or dedicated trained members of Beach, Pool, Children‟s Team. Well visible and clear display of information. Points of information to include full explanation in Room Directory, weekly and daily programs to be available in Room ( via Television set ) on notice boards at all points of sale.( e.g. Lobby, Leisure Club, Beach, Pool ) with Concierge, at Recreation Centre when available. Information must always contain all necessary legal disclaimers. Spotless appearance of public areas and staff.

Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter
 The following minimum standards must be adhered to: Ensure rest / locker rooms are always clean and well supplied. Inspect rest / locker rooms daily and empty ashtrays and wastebaskets at least 8 times a day. Ensure floors are dry and clean, anti slip mats are cleaned and disinfected daily, hard surfaces are polished and glass surfaces are impeccable clean. Ensure plants are well maintained and dusted. Ensure furniture is in its place and in good condition. Ensure lightning works correctly. Ensure hospitality desks are discreet and elegant. Clean equipment with disinfectant at least once a day.

Moment Of Truth:       

12.04

Recreation – Performances

What The Guests Expect Some form of activities with reference to local culture. Good quality entertainment suited to the occasion. How To Satisfy – Behaviourally Obtain sufficient “product knowledge” so that guest can be properly informed of type / nature of entertainment . How To Satisfy – Operationally Provide suitable entertainment reflecting: Local culture International repertoire. Style. Tasteful. Fun Sound levels to be monitored regularly for suitability. When cover charge is levied, guest to be informed up front. I.e. announcement board, menu insert and / or table / counter tent card. Full performance of live music, dances, singing Local dances and music with possibility for guests to participate.

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Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter

Moment Of Truth:

12.05

Recreation – Booking Of Activities

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What The Guests Expect Possibility to book golf tee-off times upon reservation of room. All booking to run smoothly with helpful assistance from hotel staff. How To Satisfy – Behaviourally Engage in a friendly conversation, if appropriate “ Is this your first visit to the recreation /water sport centre?” Explain benefits of activity. Direct guest to location and introduce him / her to the person who will assist him / her with his / her activity. “ X will assist you” ( Followed by ..) Escort guest to location / activity, showing all other facilities on the way and at / in the centre /area. Wish the guest a pleasant day / evening. “Have a pleasant day / evening Mr./Mrs X and call me if I can be of any assistance.” Keep informed in order to keep the guests informed . Always handle guest requirements and contact other departments or outside companies on guests‟ behalf. No guest will be told to call another department. How To Satisfy – Operationally Registration completion should be done in a minimum of 5 minutes. Summarise guest booking details / preferences and confirm spelling of name. Offer to help guest complete activity forms or finalise details on guests‟ behalf. E.g. tennis court times, Golf tee-off times, sailing boat rentals, scuba diving classes. Reservation staff will offer to book, and confirm a tee-off time, when service is available. Reservation system to be set up to cope with booking of tee-off times

Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter

Moment Of Truth:

12.06

Recreation – Charges

        

What The Guests Expect Clear and visible charging structures where appropriate. How To Satisfy – Behaviourally How To Satisfy – Operationally Point of sale should allow posting onto guest folio. Disclose and explain all charges up front. When cover charge is levied, guest to be informed up front I.e. announcement board, menu insert and / or table / counter tent card. Provide clear and visible sign boards as per CIM. Ensure that information is neatly displayed and current. Signs with “dog ears”, not proper displayed by means of cello tape etc. are not permissible in ..hotel. Pins and thumb tags are only allowed when properly used on notice board.

Oriental Hospitality Consultants – OrientalHospitality.com

Welcome Charter

Moment Of Truth:                

12.07

Recreation – Swimming Pool /Beach

What The Guests Expect Attentive Staff Safe, clean & tidy pool, beach area Recognition How To Satisfy – Behaviourally Acknowledge guest presence and assist with seating arrangements. Circulate regularly around the pool, beach to observe, record guests need for drinks, fresh towels, general assistance. Provide visible attendance. Lifeguard recommended in High-Risk areas and whenever applicable as per local laws. Address guest by name How To Satisfy - Operationally Hotel guests should be given priority access to pool (s). Availability of children‟s pool, fun pools, clearly marked off and monitored. Pools / beach to be attended 30 minutes prior to opening and until last person has left. Availability of indoor swimming pool ( 6.30 AM – 10.30. PM) Outside swimming pools should be closed at sunset and appropriate signage displayed. Beach and pool attendants must have up to date skills, equipment and documented knowledge of: - Cardiac-Pulmonary resuscitation - Administer first aid - Pool and sea, save and rescue techniques. Signs should be posted when chemical cleaning is in process. Cleaning tasks / water treatment / analysis for the swimming pool should be performed twice on a daily basis. Wet area facilities, where permanent water flow does not exceed 40 lt. / min should be changed at least once a day. Pools should be emptied once yearly for general maintenance or as required. Each guests swimming ability should be assessed.

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 Safety regulations and equipment should be maintained at all times to maximise guest comfort and maximise guest comfort and minimise health risks.  Rules and regulations should be posted in all areas reflecting local laws, hotel legal requirements, protecting members, guests and hotel  Ensure sufficient number of sun beds and parasols are available to the guests at all times.  Morning and evening clear up of pool decks, beach area and also during the day.  Swimmers should be provided with a bathrobe (or cotton gown ) ( a swimming cap for indoor pool as per local health regulations ) and a large towel. The provision of googles and swimsuits will be optional.  An adequate range of quality swimming clothes and accessories should be available for sale.  Free plastic bottled drinking water /and or acrylic tumblers (preferred)  Wet towel baskets and clearly available fresh towels.  Empty wet towel basket regularly.  No diving board, no water polo or other ball games.  No glass containers, bottles, glasses will be used around pool & beach area. Moment Of Truth: 12.09 Recreation – Water Sports             What The Guests Expect To have access to a range of water sports. Qualified instructors who can give sae guidance of use of equipment. Recognition How To Satisfy – Behaviourally Inform all guests of “own risk” when appropriate; explain special insurance dedicated areas for certain activities (e.g. water ski, jet ski, speed boat ) show courtesy and concern for the guests welfare. Address guest by name. How To Satisfy – Operationally Each guests‟ swimming ability should be assessed before participating in any water sports activity. Safety regulations and equipment should be maintained at all times to maximise guest comfort and minimise health risks / hazards. Rules and regulations should be posted in all areas reflecting local laws, hotel legal requirements, protecting members, guests and hotel. Water sports attendants must have up-date skills, equipment and documented knowledge of : - Cardiac-Pulmonary resuscitation - Administer first aid - Sea save and rescue techniques Qualified, trained and certified by a recognised body / organisation, staff available for all activities. All equipment will be regularly inspected by recognised body / organisation for compliance and safety. Classes available for all water sport activities.

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  Clear and user friendly booking system. Offer to reserve same boat, book same time and offer more lessons.

Moment Of Truth:              

12.10

Recreation – Golf

What The Guests Expect Ability to book tee-off times upon reservation of stay How To Satisfy – Behaviourally Central Reservation and Hotel Reservation to offer service of booking tee-off times whether golf course belongs to hotel or not. How To Satisfy – Operationally Safety regulations and equipment should be maintained at all times to maximise guest comfort and minimise health risks. Rules and regulations should be posted in all areas reflecting local laws, hotel legal requirements, protecting members, guests and hotel. Reservation system to be set up to allow for booking of tee-off times (e.g. dedicated rate) Golf carts should be maintained in impeccable working conditions and should undergo a scheduled maintenance programme as recommended by manufacturer Golf carts should parked overnight in a secure and dedicated area protected from inclement weather and recharged daily as recommended by the manufacturer. All golf equipment, e.g shoes, irons, clubs, etc. should be kept in impeccable condition and damaged items replaced or repaired immediately. Brand name quality items should be made available for sale at the “Golf Pro Shop” Clubhouse should provide for social encounters and entertainment with a minimum but not limited to a Bar and a Lounge. Serving refreshments and a small menu promoting quality and signature dishes fitted to the environment and “Club House” style. Bar and Lounge should cater for early birds, light lunches and early evening dinners.

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13 13.01

The Children‟s Experience Children – Reservations

What The Guests Expect Reduced pricing for children Flexibility to suit requirements e.g Cot, extra bed, interconnecting rooms. Children‟s facilities / club / crèche. To be informed of baby-sitting service ( if available ) How To Satisfy – Behaviourally Clear explanation of pricing structure for children including special Food & Beverage discounts. Full explanation of all facilities available to children. Be accommodating to suit the guests needs. How To Satisfy – Operationally Up to 2 children less than 12 years charged maximum 50% (per person) when sharing with adults and free in off season. Cot free of change (not applicable where children pay ½ board at discounted rates )

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Moment Of Truth:              

13.02

Children Arrival

What The Guests Expect: Child friendly staff Full explanation of all children‟s facilities. To be informed of children‟s club activities How To Satisfy – Behaviourally Acknowledge children as guests Explain all available facilities for children e.g. swimming pool /restaurants. If registered for Penguin Village / Club activities greet on arrival or call in room to welcome. How To Satisfy – Operationally Employ qualified childminder with the appropriate service attitude. Parents to sign a “disclaimer form” limiting hotel responsibility for children welfare. Welcome Pack to include all information on Penguin Village / Club incl. Activities plan, parents form toy / gift, branded cap, badge with child‟s name ( only in season ) Show / guide parents through facility and explain activities. Full details / contact numbers from parents should be collected, in case of emergency.

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Moment Of Truth:                

13.03

Children – In Room Experience

What The Guests Expect To find room as requested. E.g. cot, extra bed, interconnecting rooms. How To Satisfy – Behaviourally If interconnecting rooms, explain how locking system works. How To Satisfy – Operationally Have a selection of children welcome amenities available as complimentary treatment upon arrival. Adjoining rooms guaranteed on reservation – connecting if possible. Room directory to include children‟s section displaying all services and facilities designed for children including full explanation of “Penguin Village”, if available Baby sitting service available at reasonable price. Baby listening device available free of charge ( recommended) Bottle warmers from Housekeeper Baby “relaxer” and Children‟s bath Pager Rentals Children‟s menu included in Room Service offering All families with small children will be clearly indicated ( flag, highlighted ) on the hotel property management system and rooming list for awareness in case of emergency. Provide accommodation and high rising public area locations with window safety restraints.

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Moment Of Truth:                        

13.04

Children – Restaurant Experience

What The Guests Expect Child friendly restaurants Availability of high chairs Children‟s menus at reduced rates. Possibility of heating baby food / bottles Space for pram How To Satisfy – Behaviourally Welcome children with a smile. Communicate with the children in their language if possible. Be accommodating to suit the children and parent‟s needs. Make an effort to serve children speedily if appropriate Offer a free ice cream or similar ( recommended) How To Satisfy – Operationally Not available for ½ board children guests. Less than 4 years old eat free from all buffets. 50% reduction for children 4-12 years on all buffets. Children‟s healthy menu at very competitive prices everywhere, except gourmet. Special food preparation upon request ( recommended) Express service with children served first ( recommended ) Colouring books and pencils available in all restaurants. Bottles warmed up free of charge Good quality high chairs with safety belts in children welcoming restaurants Younger children‟s drinks served in plastic tumblers with straws ( recommended ) Separate lower dedicated breakfast buffet for children ( recommended )

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 High chairs to be maintained in good working order and clean condition.

Moment Of Truth:           

13.05

Children – Recreation Activities

What The Guests Expect Full range of activities when promoted as child friendly hotel / resort. How To Satisfy – Behaviourally Be clear in explanation of range of activities and facilities. Promote any activities available at hotel/ resort All childminders need to have the appropriate qualifications and impeccable track record in children care. How To Satisfy – Operationally Dedicated children‟s pool Games room Dedicated play area outside ( if no Penguin Village or Club ) All equipment, nurseries and crèches need to have the appropriate safety features.

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Moment Of Truth:                 

13.06

Baby Sitting Service

What The Guests Expect: Clearly explained at time of reservation including charging structure. Clearly indicated in guest directory. Possibility to book at any time. Immediate answer as to availability. Informed of procedure. Well groomed, responsible baby-sitter ( knowledge of procedure ) Baby sitter to inform of how thinks went during parents‟ absence. Leave discreetly How To Satisfy – Behaviourally Operator to answer phone within 3 rings Listen attentively to guests‟ requirements. Baby-sitter to offer a warm, friendly greeting. Introduce yourself to guest and listen attentively to instructions. How To Satisfy - Operationally

All guest contact employees to have knowledge of procedure and availability of childminders. At the request of the guest, the hotel may provide baby sitting services, provided the following guidelines are observed.  Give preference to outside agency - If such agency is locally available, indicate to guest that the hotel can provide the services of an outside agency, but cannot take full responsibility in case of accidents. - Records and credentials of such agency should have been previously checked by the hotel man management, regarding choice of baby sitters, safety, cleanliness, proper training, reliability and honesty of staff. - Ensure that all baby sitters sent by agency report to the Front Desk ( security & switchboard to

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be informed ) before going to the room, give expected duration of their service and report again when leaving the hotel premises. - The hotel will also have checked ( and will request a copy of insurance certificate ) that this agency carries proper general liability insurance with coverage , in case of accident, of at least $ 50.000.  If outside agency is not available in the city: - Establish a list of volunteers among hotel staff for baby-sitting. - All baby-sitting services must be organised through the Housekeeping. - All baby-sitters to report to the Front Desk / Security ( switchboard to be informed ) upon taking up their duties, and to report again when duty is over. - Screen such volunteers for their level of proficiency in child care. - Charge client on hotel bill for service ( cost of employee overtime, plus appropriate mark up for administrative costs ) - Gratuities to be left to guest discretion. - Liability of the hotel will be guaranteed under normal general liability policies; therefore disclaimers are not necessary.  Clearly indicated in directory: Baby-sitting procedure, availability, pricing Chapter: 14 Special Needs Experience Moment Of Truth: 14.01 VIP Services – Booking / Arrival                     What The Guests Expect For my preferences to be remembered(i.e. use of guest history ) To be recognised and receive special treatment at registration. All guest expectations to be met and additional services confirmed How To Satisfy – Behaviourally Identify needs through open questioning Offer appropriate services to satisfy needs without being intrusive. Positive and flexible attitude Show recognition, use of name several times. Be tactful and discrete when dealing with VIP guests. How To Satisfy – Operationally Use guest history & inform support departments. Special attention to be given to VIP allocation as per special instructions / requirements / at time of room allocation. Check that requirements are consistent with reservation. VIP briefing to be held one day prior to arrival with relevant department concerned. VIP room allocation to be done with the assistance of the Executive Housekeeper. VIP lists to be accurate and distributed one day prior to arrival. Management to be notified of VIP arrival to meet and greet Staff to be well briefed prior to VIP arrival. Perform pre-arrival room inspection checking that room is in order and that guest room needs and special treatment are provided. In room registration according to VIP level.

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  Escort guest to room and explain all facilities and amenities. Personalised Welcome gift in room with a letter personally signed by GM

Moment Of Truth:           

14.02

VIP Services - Special Requests

What The Guests Expect Speedy answer, with correct information Flexibility in catering to my needs How To Satisfy – Behaviourally Always handle guest requirements and contact other departments or outside companies on guests behalf. No guest will be told to call another department. If you are dealing with another guest, acknowledge guest presence and say “I will be with you, shortly, Sir / Madam.” Anticipate guest needs and take a pro-active role in responding to any guest requirements. How To Satisfy – Operationally List of most common requests with accurate user information. Have dedicated contact person for duration of stay. Always safeguard guests‟ privacy and integrity

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Moment Of Truth:                  

14.03

VIP Services – Departure

What The Guests Expect To have a smooth and efficient account settlement procedure and subsequent departure from the hotel. How To Satisfy – Behaviourally Deliver correct guest account the night before departure. All VIP guests should be offered “Express check-out” as appropriate. Offer to entertain guest with beverage and discuss any comments on stay. All guest contact personnel should know all top VIP guests‟ name. Use guests‟ name at least twice during conversation. Present bill, facing guest and be prepared to explain any charges. Handle immediately all customer-disputed charges so that guest satisfaction can be assured.. Make note of dissatisfied guest, resolve the situation, time permitting, inform management, who should contact the guest immediately. Inform guest of special requirements at airport when leaving the country ( exit visas, foreign currency etc.) Offer to charge airport tax to bill, where appropriate. Offer assistance with luggage, departure confirmations and airport taxes and ground transportation. After verification of folios entries if requested, paid folios should be presented in an attractive folder. Thank guest for his / her patronage and invite to return. Seen off by management. How To Satisfy – Operationally VIP guest to be met upon departure to be bid farewell, offered a thank you for his / her patronage

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 and be invited to return Ensure guest history is updated

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14.04

Guest Lost & Found

What The Guests Expect Immediate care and attention. Speedy recovery of items. Apologise or compensate when applicable How To Satisfy – Behaviourally Always acknowledge guests with a re-assuring comment even if unable to help immediately. Always handle guest requirements and contact other departments or outside companies on guest behalf. No guest will be told to call another department. Establish guest name and use it at least twice in conversation . Be clear and unambiguous when giving information and recording details. Take ownership to follow-up. Double-check all information prior to communicating with guest. Send details as promised and within given time limits. How To Satisfy – Operationally Have a dedicated line in guest directory. Establish a checklist of appropriate questions and deliver possibilities. The following basic principles will apply: - Lost: A record to be made of the items lost, and checks carried out to see if the item can be found or it has been recorded in the hotel found property register. Name, address and phone number of the person reporting the item lost to be recorded. - Found: The employee finding or dealing with the matter must attach a label to be crossreferenced to the entry in the found property register. - A found register to be maintained, recorded full details of all items found, including name and address of finder, time, date and location found.

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All valuable items ( computers, jewellery, cash, mobile telephones,, cameras or similar ) to be stored in a safe, or securely locked cupboard. All items to be labelled and crossreferenced to the entry in the found property register. Guest will be informed, in a professional manner, of any findings or valuables within 2 working days. All official documents i.e. passports, identity cards, transport card holders etc. will be immediately reported to the appropriate organisations i.e. embassies , chancellery, transport office, local authorities. All bank credit cards, cheque cards / books, cash cards will be reported to the appropriate branch of their international service number immediately. Adhere to local laws in regard to length of retention before disposal. Although “finders, keepers” is a general rule, alternative option should be considered. E.g donation, to orphanage, hospitals or any other good cause the hotel may wish to adhere to. Regular witnessed audits of the register and cupboard contents should be performed by the appropriate department and recorded.

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14.05

Guest With Allergies

What The Guests Expect Once hotel has been informed to have the product causing the allergy to be removed. That the information is used for any subsequent stay. How To Satisfy – Behaviourally Show empathy Offer medical assistance if applicable Inform all departments concerned of guest allergy status. If known, guest relations, front desk and management to inquire on guest satisfaction. Guest relations, management to meet guest on departure. How To Satisfy – Operationally Remove allergy causing item and provide replacement with explanation note. Have alternative products in stock. Ensure details are placed in guest history for future visits. Mention at subsequent reservations and leave re-assuring note in room for arrival.

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Moment Of Truth:            What The Guest Expect

14.06

Guest With Special Dietary Requirements

Hotel is able to cater for special diets Hotel personnel to have knowledge in appropriate diets Only have to ask once. How To Satisfy – Behaviourally Always acknowledge guests with re-assuring comment even if unable to help immediately. Always handle guest requirements and contact other departments on guests‟ behalf. No guest will be told to call another department. How To Satisfy – Operationally Dishes available to cater for common dietetic requirements. Details entered in guest history. Dietician in kitchen ( recommended for hotels with substantial banqueting business )

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Moment Of Truth:                   

14.07

Guest With Illness

What The Guests Expect Availability of medical services 24 hours / day. Access to prescription free drugs. How To Satisfy – Behaviourally Always acknowledge guests with a re-assuring comment even if unable to help immediately. Always handle guest requirements and contact other departments on guest behalf. No guest will be told to call another department. Show concern Check guests‟ process regularly. Offer to contact family and friends. Offer collection of medicine service. Offer to change diary arrangements. Senior management to meet and greet guest. How To Satisfy – Operationally List of nearby hospitals with telephone numbers and directions. List hotel doctor availability ( hours and telephone number ) List of pharmacies with opening hours. All guests should receive a “get well” card by the hotel General Manager and a small amenity that complies with the guest condition. Hotels should follow the Health & Safety regulations as established by local laws or refer to the hotel doctor recommendations. If medicines are delivered to guest, products must be presented in the original manufactures separate and individual container package.

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      Loose tablets, capsules or measures of medicine should not be sold or supplied. The pack containing the tablets, capsules or medicine must remain unopened until it reaches the hands of the customer. Medicines can only be sold from those parts of the premises that can be closed, so as to exclude the general public. This would include the hotel shop or reception. Lockable cabinet would also suffice. It is company policy, not to use vending machines for the supply of medicines. Staff should be warned not to recommend or advise any particular produce in case the guest suffers from any side effect or allergy. Written instructions should be given to staff upon what they should say and not say. Staff should not serve guests in a “doubtful condition” i.e under the influence of alcohol or not looking well. These cases must be referred to the Hotel Manager or his / her deputy. With shift changes, it is impossible to monitor the amount of medicines purchased by individuals, over successive days. However if a member of staff‟s suspicion is raised by a particular guest then he / she must bring that case to the attention of the General Manager or his / her Deputy.

Moment Of Truth:                    

14.08

Physically Impaired Person

What The Guests Expect Upon reservation, full understanding of requirements. Full description of options covering all disabilities. Ease of arrival with special needs being acknowledged To have no barriers presented be they physical or services. In case of emergency, safe, speedy and competent assistance services, as well as access to a doctor. On returning, not to have to explain everything again. How To Satisfy – Behaviourally Professional approach without prejudice. Being trained and prepared to latest Health and Safety legislation. Explanation of facilities suited for particular disability of each guest upon reservation and again on arrival. Confirm necessary arrangements on arrival. Assist where necessary without being obtrusive. All staff to be made aware of room numbers for physically disabled guests. Seamless and hassle free service provision. In case of emergency priority to be given to the physically impaired. Upon return, show recognition. How To Satisfy – Operationally All facilities to satisfy local legislation. Having necessary access, assistance or material available.

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                 Full list of options covering all disabilities to be available. All employees trained on using disabled assisted products. Communicate special needs for each guest prior to arrival to relevant departments. In-Room registration ( if appropriate ). List of local attractions which cater for disabled people. List of restaurants (in hotel & outside ) which cater to the specific disability. Effective communication from shift to shift regarding resident disabled guests. Ensure facilities are user friendly to disabled persons. At least one of each public ladies & gent restroom accessible for disabled. A minimum of 1 room ( or what local legislation dictates ) available for disabled guests. Additional menus, guest directory, printed in larger font. Establish guest departure time in advance and prepare accordingly. In room check out ( if appropriate ) In case of emergency all staff must know how to conduct a doctor. Listing of an Emergency number to ring in Guest Directory. Post stay follow up to enquire special needs were addressed ( recommended ) For returning guests use Guest history and staff in the hotel. 14.09 Guests With Pets

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What The Guests Expect Pets to be accepted To be informed of any alternatives How To Satisfy – Behaviourally Inform guest of no pet policy because of strict hotel hygiene regulations ( unless otherwise defined by local laws ) Offer alternative facilities within the vicinity of the hotel if available e.g. Pets lodging centre etc. Positive and understanding attitude towards pet owners. How To Satisfy – Operationally Guide dogs for seeing and hearing impaired guests to be accepted. Access to outside pet caring, lodging and grooming services. It is particularly important to pay special attention to the sanitising of bedrooms / bathrooms when rooms have accommodated dogs. Particular attention must be given to the following: - To thoroughly clean and sanitise the impervious bathroom floors. The product to be used for this operation is coded 4A ( detergent / sanitiser ) - Pay particular attention to cleaning and spot staining carpets and furnishings. - Extra vacuuming for dog hairs. - All crockery and glassware must be returned to a specialised dishwasher machine for cleaning and sanitation. The dog may have come into contact with such equipment and the routine hand washing of it is not adequate. - Housekeeping personnel should be aware that there is an unattended dog in the bedroom. It is

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recommended that reception pass on specialised door hangers to dog owners to place on their bedroom doors when a dog is left unattended in the room. Staff should only enter the room when the dog‟s owner is present.

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15 15.01

The Security, Fire, Safety, Hygiene Experience Fire Prevention & Information

What The Guests Expect To feel safe and secure whilst staying at the hotel. To be well informed of all fire instructions including emergency exits. Visible fire plan with emergency exits marked in the room. Visible fire exit signs around the hotel. Emergency lighting Fully functioning fire functioning equipment. Smoke detectors / sprinklers ( where appropriate ) How To Satisfy – Behaviourally Explain fire instructions upon registration. Point guest to written instructions. Demonstrate fire safety awareness at all times Show all emergency exits and instructions whilst escorting to room and in room. How To Satisfy – Operationally All duty managers and operational staff must regularly check to ensure that all fire exits are clear and not obstructed. Ensure that all legally required notices and safety notices are displayed in the respective areas. Clearly displayed fire and safety instructions in room – preferably on back of door. Maintenance department responsible for the upkeep of Fire and Safety equipment and exits.. Regular testing as per local legislation and ongoing maintenance. Fire test will be dully recorded.

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Moment Of Truth:             

15.02

Fire, Safety & Security – Emergency Plan

What The Guests Expect That there are plans in place to cover security procedures How To Satisfy – Behaviourally Be aware of the emergency procedures. Participate in all relevant training and fire drills. Retrain and educate yourself in all areas of your responsibilities How To Satisfy – Operationally All new personnel should participate in afire drill and training within their 1st month of employment. All hotel personnel should respect and immediately report damages to fire equipment, access doors, emergency routes and any other safety accessory. All damaged and used equipment should be replaced / repaired within the hour of reporting. Detailed plans to be drawn up agreed and communicated. Plans to cover: Fire, Death in the hotel, Hurricane, Storms, Power Cuts, Flooding, Bomb Threats, Food Poisoning, Epidemics, Riots, Wars. All plans need to be reviewed on a regular basis to ensure compliance with company and local regulatory requirements.

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Moment Of Truth:

15.03

Fire, Safety & Security – General ( Guests )

                  

What The Guests Expect Adequate locking facilities on all bedroom windows and doors. Clear visibility through Spy hole in the bedroom door. Emergency extension number clearly indicated. Prompt response and appropriate guidance following distress call. How To Satisfy – Behaviourally Be aware of all security measures at hotel. Be reserved on personal initiatives. Follow clearly defined steps when responding to distress calls. Always handle guest safety concerns in priority. Be very attentive to emergency calls and show resolve / confidence in handling matters. Be vigilant and always know to whom to report any abnormalities. How To Satisfy – Operationally Distressed call to be responded to immediately by management and or / security. Hotel entrance must be attended 16H / day min by staff in suitable attire ( i.e.uniform ) Emergency number to be clearly displayed on all bedroom phones, public phones, service elevator landings and back of house. Management to be advised as soon as an emergency has been reported.. Information on safety and security of the country to be available in the guest directory ( under separate section ) e.g. tap water drinkable or not hazardous areas in the city / country. Senior management to be trained on how to deal with emergencies.

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  All properties should enforce the privacy of room numbers and make sure that guest are asked to identify themselves by name not by room number and that relevant hotel reports containing guest information‟s are not publicly available. All personnel working in a guest room should always keep the guestroom door closed and invite guest to use his key to enter displaying a door knob instruction card. I.e. “Dear Guest, your room is being serviced, for safety reasons our staff have been instructed not to open the door if requested to do so, please use your key instead. Thank you for your understanding

Moment Of Truth:                   

15.04

Fire, Safety, Security & Hygiene – General ( Staff )

What The Guests Expect To feel safe and have a secure working environment. To receive basic training in Fire, Safety, Security and Hygiene. An up-to-date plan for all types of emergencies to be available and trained in. How To Satisfy – Behaviourally Staff to respect all safety and hygiene regulations. Staff to operate in a professional manner when in an emergency situation. How To Satisfy – Operationally Compliance with all company and local requirement both in terms of written material and regular communications to staff. Clear signage to be displayed in staff areas e.g kitchens, canteens, changing rooms. Mandatory fire evacuation drills must be held twice a year. Fire, safety, hygiene and emergency staff training should be held regularly, including tests to confirm understanding as well as keeping attendance records. Cleaning schedules should be in place in all front and back of the house areas. Regular checks should be in place in all front and back of house areas. Regular checks should be carried out on safety and food hygiene. Department induction must cover fire procedures, Safe Systems of work. Defective equipment should be reported immediately. Wear and maintain in good working order any personnel protective equipment issued. All properties will adapt and implement “ The successful Hotels Guide”

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Moment Of Truth:                 

15.05

Safety & Security

What The Guests Expect To see security staff around the hotel. That all staff shows genuine interest in guests‟ security and privacy. All facilities to be safe for use. All facilities to be hygienically clean. How To Satisfy - Behaviourally Security staff to be discreet, polite and friendly Always announce yourself when requiring entry to guest‟s bedroom. Never ask guest for room number but ask for guest name instead. Always be ready to confirm your identification when requested. Life guards on duty by all pools to be vigilant, pro-active, friendly and helpful. Be vigilant and pro-active in making sure you understand that everyone is responsible for the cleanliness of the hotel. Show special attention to hygiene and cleanliness in all Food & Beverage areas. How To Satisfy – Operationally All security personnel stationed within hotel should be identifiable ( discreet uniform, preferred as a detergent ) or in plain clothes with badge / name tag, whichever is more appropriate in relation to the prevailing safety risks. All duty managers and operational staff to regularly check to ensure that all fire exits are clear and not obstructed. Close Circuit Cameras to be available to cover sensitive areas such as , but not limited to: - All hotel entry and exit areas. E.g. Front door, Loading /receiving bay, fire staircases / doors, beach, parking

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- Roof top, plant room, basement access. - Lobby, elevator landings, front desk, guest safe deposit room, luggage room. - Back and front of house elevators. Controlled visitors entry and exits, with regular visible patrolling by security personnel. All properties should enforce the privacy of room numbers and make sure that guest are asked to identify themselves by name not by room number and that relevant hotel reports containing guest information‟s are not publicly available. Staff to wear name badge at all times. Pest control prevention programme should be in operation. Regular inspections of lockers. To provide resources to train staff in hygiene and to have the correct equipment to carry out their job tasks, e.g. good dish washer to ensure clean plates, always use clean serving utensils, good par-stock of linen, etc. Resource should be available to train and retrain First Aides

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Moment Of Truth:                 

15.06

Safety & Hygiene – Back Of House ( Guests )

What The Guests Expect That, areas behind the house are as clean as in front of house area. That if back of house staff member comes to the front of house, that they present themselves in spotless uniform. That all entries and exists are controlled and secured. How To Satisfy – Behaviourally Retrain and educate yourself in all areas of your responsibilities. Adhere to all cleaning schedules and programmes. Always work to a high level of hygiene. How To Satisfy – Operationally Controlled personnel and contractors entry and exits, with random searches of personal belongings ( according to local laws and regulations ) Electronic timekeepers and exit system recommended. All non-hotel staff personnel must be issued with a “ visitors pass” with record of entry and exist duly logged Controlled hotel suppliers entry and exits, with regular inspection of transportation facilities. Close Circuit Cameras to be available to cover sensitive areas. Electronic key entry system recommended for access to all sensitive back of house areas. E.g. accounting, stores, mechanical plant etc. Hotels to allocate appropriate level of staff to back of house. Staff to be supplied with ample stock of uniforms.

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Welcome Charter

Moment Of Truth:

15.07

Safety & Hygiene – Back Of House (Staff)

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What The Guests Expect All work areas to be safe and hygienic. All machinery and equipment to be safe to use. That the back of house is treated in the same way as front of house. That sufficient toilet facility is provided. That lockers and changing rooms are provided. How To Satisfy – Behaviourally Staff must follow all operating instructions. Regular preventive maintenance of all equipment. Consideration for each other. Compliance with rules and regulations by all staff. To respect cleanliness of all facilities including toilets and changing facilities. How To Satisfy – Operationally Staff to be trained to maintain a high level of hygiene. Sufficient resources should be made available to ensure that staff is working in a safe and hygienic work place. Adequate toilets to be provided for both male and female staff. Sufficient lockers to be made available Staff to be trained into a “Safe System” of work, as defined in the “Risk Assessment

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Moment Of Truth:                  

15.08

Staff Accommodation And Uniforms

What The Guests Expect Staff accommodation to be adequately protected in case of fire. Staff accommodation not to be over crowded. Staff accommodation to be clean. Staff canteen to provide good and healthy food. Staff uniforms to be provided as per local hotel policy How To Satisfy – Behaviourally Staff to know how to use emergency equipment in staff accommodations. Staff to respect all rules and regulations. Staff to know how to inform senior hotel management and / or fire authorities in case of emergency. Staff responsible to take care of their own personal living area by maintaining cleanliness and hygiene. Staff responsible to maintain their uniforms and report any wear and tear. Staff to wear personal protective equipment as provided. How To Satisfy – Operationally Availability of sufficient fire detection and fighting equipment There should be ample arrangements made for the safekeeping of personal belongings at staff accommodations. Provision of a cleaner for common areas. Regular inspections for cleanliness of all staff areas.

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    Provision of a clean, hygienic eating and rest area for the use of all full time staff. Staff should be provided with personal protective equipment when their duties include hazardous work, as identified in “Risk Assessment”. Staff to ensure that: Personal Protection Equipment is kept clear and in good working order. Defective equipment to be reported immediately. Uniforms should be laundered and repaired by the hotel.

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16 16.01

The Communications Experience Communication – Signage CIM

What The Guests Expect Clarity, easy reading. Correct Signage. Hotel standard, elegance. Signage in local language and English. Consistency of logo How To Satisfy – Behaviourally All hotel staff members to report any defects – errors for immediate repair. How To Satisfy – Operationally Hotel sign is visible, clear of obstructions and in good condition ( not broken or chipped, dirty ) Hotel sign is well lit at nightfall. Signs to indicate all restaurants, ballrooms, floors and recreation areas must be clear and in good condition. Room numbers on guest floors must be clearly indicated and in good condition. CIM Signs with “dog ears”, not proper and displayed by means of cello tape etc. are not permissible in Hotel. Pins and Thumb-tags are only allowed when properly used on notice boards. Signs must be in local language and English. All signs must be spelled correctly. Flags outside the hotel must be checked daily and changed if stains / tears or not clean. Risk assessment should identify “Safe System” of work in changing flags.

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Moment Of Truth:                  

16.02

Communication – Message & Fax

What The Guests Expect Upon registration receipt of messages which have been made prior to arrival Prompt and efficient delivery of messages. Messages to be legible, accurate and announced clearly. How To Satisfy – Behaviourally Always answer the telephone with a smile in the voice. Repeat the same message to the caller to confirm all the details. Repeat the name of the guest including the spelling to ensure that it is right. Use guests‟ name and announce message clearly. Guest property / names correspondence should be handled with discretion. How To Satisfy – Operationally Bilingual operators should be available. Telephone messages must be written down in duplicate on a quality pre-printed dedicated message form. CIM Writing must be neat and in block letters. There must be no spelling errors. Message reception time and date, and staff initials must be visible on the message form. Messages should be stored in a sealed envelope with the guest surname and room number clearly indicated. CIM. Messages for arriving guests that have not yet registered are kept with the registration card and given to the guest upon arrival at the hotel.

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    Messages should be delivered within 20 minutes of receipt and placed under the guest room door or preferably , placed in a prominent area in the room ( side table) Messages should never stick out from under the guest room door. Any messages or faxes, which are indicated as URGENT, are delivered to the guest room within 5 minutes of receipt. Guest who advised their location are paged. Guests‟ name / room number will be checked for accuracy before delivery. During the guest absence from the room, a message must be sent to announce the reception of packages and parcels. Parcels, flowers and other items should be delivered ton the guests‟ room and placed on desk as per local outlined security recommendations and the number of pieces verified... Message should be logged. Message of a distressing nature or an emergency e.g. death or hospitalisation, should be handled by the Duty Manager, as the situation requires.

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Moment Of Truth:      

16.03

Communication – Paging

What The Guests Expect To be paged discreetly. How To Satisfy – Behaviourally When a request to page a guest is made, advise the caller to hold while the paging is taking place. Repeat the name of the guest to confirm the spelling When the guest is located inform him that he has a call or message, “Excuse me Mr. X, you have a telephone call. Would you like me to take it here or would you like me to have it transferred to the house phone?” How To Satisfy – Operationally Quality paging board should be used. Paged customer name must be readable, written in capital letters, without spelling errors, preferably in white on a dark background. Laser printed “Banner” insertion type ( recommended for car pickup ) or “electronic “ type ( LCD panel) should be considered as an alternative. Paging must cover all lobby areas including the lobby bar and entrance of the restaurant ( not main area of the restaurant ). Outdoor paging for pool, beach, garden, terrace etc. must be handled by the operating services in the same manner. Portable, wireless telephone units should be available in all guest service outlets. If message is of a distressing nature or an emergency e.g death or hospitalisation, the Duty Manager should be called to handle the message delivery as the situation requires.

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Welcome Charter

Moment Of Truth:                

16.04

Communication – Voice Mail

What The Guests Expect To have voice mail feature at the hotel. To be offered option of voice mail or text messages User friendly system. Clear directions in room on how to use voice mail. Bilingual directions on how to use voice mail. Voice mail messages automatically deleted on departure. How To Satisfy – Behaviourally Telephone callers are always offered an option of leafing a message either on the voice mail or text message. The voice mail message should be clear and delivered with a pleasant voice. How To satisfy – Operationally Voice mail facility should be available to all hotel guests. All voice mail systems should be announced as “....hotel voice mail system. All voice mail announcement facilities ( prompts ) should be recorded with hotel standard text. Recorded announcements ( prompts ) should be clear and with a pleasant voice. Different announcement ( prompt ) for messaging left through one of the hotel administration extension and external callers to guests‟ room. E.g administration calls to be announced “ You have X administration message, and X personal messages “. ( recommended ) Ensure that voice mail messages are deleted when guest account is closed.

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Moment Of Truth:                

16.05

Communication – Switchboard

What The Guests Expect My call to be answered promptly and politely To have choice of English and local language To hear a clear and pleasant voice. To be helped or have questions answered in a prompt manner. To be given clear directions in a hotel emergency situation. Wake-up call on time. How To Satisfy – Behaviourally Smile when picking up the phone. The caller will hear it in your voice. Always answer calls in warm, friendly manner, speaking professionally and clearly: External calls: ..Hotel good morning / good evening, how may I direct your call?” Internal calls: “Operator, X speaking may I help you Mr / Mrs X?” For guests calls ask for the guest name to be spelled and check the room number, for administrative calls check the extension number. Once this has been established, inform the caller you are transferring the call: “Please hold the line while I transfer your call to Mr / Mrs X. Take responsibility and avoid transferring guest unnecessarily. If necessary to transfer guest to another department, explain the guests‟ request to the department concerned. Always ask permission before putting a call on hold. If no answer after 5 rings or extension is busy, offer voice mail / message: - “I am sorry, but Mr ? Mrs X is not answering. Would you like to leave a message?” - “I am sorry, but Mr / Mrs X line is engaged. Would you like to hold the line or leave a message?” Check with guests on hold on a regular 20 seconds interval and ask if he / she would like to

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Welcome Charter
           continue waiting or leave a message. How To Satisfy – Operationally

Multi-lingual staff, phone interview part of the selection criteria for all guest contact staff. 24H manning of Hotel switchboard with planned coverage during peak hours and meal break. Answer phone in 3 rings or fewer. All unanswered transfers should automatically be returned to switchboard after 60 sec or 6 rings. Call announcing service should be made available to all guests on request. Operator should have a list of staff with foreign language capabilities . All calls must be answered in person before caller is put on hold. Internal calls must be answered using guests‟ name. Under no circumstances should guests‟ room number be given to athird party. Staff should have full knowledge of: - Hotel departments and services - Extensions and the telephone system - The hotel directory contents. - Emergency numbers and procedures.  Regularly check quality of on-hold music  Regularly perform incoming traffic monitoring per destination and apply the applicable hotel personal calls policy Moment Of Truth: 16.06 Communication – Wake Up Calls          What The Guests Expect: Efficient and reliable wake-up calls service, both in terms of taking instructions and actual wake-up. Ability to order wake-up call at any time of day. Possibilities to use automatic wake-up call. How To Satisfy – Behaviourally Request for a wake-up call is taken pleasantly, the name of the guests, room number and time are repeated to confirm the guest. The guest is thanked by name and wished good evening or good night as appropriate. Wake-up calls should be made with a warm and friendly voice: “Good Morning / Afternoon / Evening Mr./ Mrs X this is your .....o‟clock wake up call. (Would you like to order a morning / afternoon coffee / tea / breakfast?) ( The weather forecast for this morning / afternoon/ / evening is...) Have a pleasant day / afternoon / evening. How To Satisfy – Operationally Automatic wake-up call should be used ONLY when predetermined high occupancy levels exist. At this time, VIP and hotel‟s Royal guest should still receive a personal wake-up call. A standard script should be used, including guest surname and time; if time allows, brief weather statement and offer to order coffee, tea or breakfast through room service should be given. A wake-up call form should be filled in for each guests‟ request and given to the telephone operator. Wake-up calls should be made no later than 5 minutes before or 3 minutes after the requested

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Welcome Charter
   time. A second call to be given a few minutes later to ensure that the guest is awake, particularly to guests that sound “sleepy”. If there is no response from the room the operator should inform the bell boy to check the room, if there is no response or if the room is double locked, the security / night or duty managers should be informed. Wake-up service to be available via, telephone, clock or television set, clearly labelled on index page and with easy to follow instructions.

Moment Of Truth:              

16.07

Guest Receiving Visitors

What The Guests Expect To have privacy respected Visitors to have access to guests‟ room if notification given in advance. How To Satisfy – Behaviourally If a registered guest receives a visitor, ask the name of the visitor and the name of the guest ( plus time of appointment and company if appropriate ) Verify that the guest is registered in the hotel. Call the guest in the room and inform him about his / her visitor. How To Satisfy – Operationally Adhere to local laws regarding guest registration procedures. Any visitor to a room should be recorded at reception. Health and safety laws require all persons staying in a room to be reported to reception, in case of fire or other emergency. Unregistered visitors, or individuals who fails or refuses to identify him/herself should be politely asked to leave the hotel and security to be informed and assist. No visitor should be issued with a room key unless resident guest has left written instructions in person or has left a key behind. No instructions received through an incoming outside call should be accepted, even from the guest himself. Hotel employee should always announce visitor personally to guest.

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Chapter : Moment Of Truth:

17 The Entertainment Experience 17.01 Overall Lightning

 WHAT THE GUEST EXPECT     Lightning levels appropriate to situation and ambience. Elegant fixtures. Outside lightning to promote safety. In-house signage to be adequately lit.

 HOW YO SATISFY – BEHAVIOURALLY   Change level of lightning to reflect mood and time of day. Ensure sufficient lightning for each purpose in hotel in particular in the restaurants.

 HOW TO SATISFY – OPERATIONALLY       Avoid the use of neon light in restaurants and public areas. Lightning fixtures to reflect overall décor. Artwork to be properly illuminated. Hotel exterior and grounds to be adequately lit for safety of guests and employees. Restaurant exterior signage in soft neon colours, no gaudiness. Adequate controls installed to enable adjustment of lightning levels in function rooms.

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Moment Of Truth:

17.02

Live Music Performance

 WHAT THE GUEST EXPECT   Live music in bar after 5.00 PM, 2-3 nights a week. Live music to reflect local culture and hotel standard.

 HOW TO SATISFY – BEHAVIOURALLY    Ensure repertoire is varied to suit most tastes. Observe guest behaviour for seating preferences. Issue “favourite song card” to guests and inspire them to fill out.

 HOW TO SATISFY – OPERATIONALLY     Invite local bands to perform. Limited to instrumental pieces with as less as possible the use of synthesisers, electrical rhythm. Appropriate instruments for appropriate locations. E.g. harp, cello for afternoon teas, piano & vocals for Bar or Lounge, Jazz band or Quartet for Brunch, etc. Ensure attire of band members suits exclusivity of hotel.

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Moment Of Truth:

17.03

Entertainment – Piped Music

 WHAT THE GUEST EXPECT   Appropriate background music to suit the time of the day. Volume that is subtle and discreet, not overpowering.

 HOW TO SATISFY – BEHAVIOURALLY   Ensure repertoire is varied to suit most tastes. Observe guest behaviour for volume levels.

 HOW TO SATISFY – OPERATIONALLY     Allow professional involvement in selecting, outsourcing, compiling and contracting piped music. Allow a minimum of 3 “moods” to be available for different locations. E.g. Lounge, Public areas, Bars, Beach Outlet, Restaurant Individual volume – on & off controls for all outlets. Preferably instrumental music only, except on festive occasions.

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Moment Of Truth:                    

17.04

Entertainment – Guest Room Television / Radio

What The Guests Expect Choice of dedicated News channels. Choice of Children programmes, video on command or Pay-movies. Good visibility from bed or sitting area. Clear and crisp sound quality. Emphasis on quality rather than quantity of channels. Good quality radio or recorded music options User friendly Television selection system. How To Satisfy – Behaviourally Make sure to explain functionally of Television during rooming procedure. Regular cleaning of Television screens. Daily control of transmissions quality. Speedy and easy exchange of defective equipment. Maximum volume setting to be restricted from hotel distribution centre. Regular engineering quality checks of all channels picture and sound quality. Malfunctions to be rectified within 1 hour of reporting. How To Satisfy – Operationally All front line and guest contact personnel should have comprehensive knowledge of in room entertainment facilities. Cable television or satellite programmes to be available Contract or subscribe to children‟s channel.

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  Good selection of channels with a minimum of 3 International 24 hour News broadcasting. All hotels to install / contract an enhanced guest service television provider with the following minimum features ( in at least 3 languages ): - Guest messaging television display / function - Radio-piped music channels display / function. - Digital clock with Alarm function display / function. - Hotel information pages with highest graphic quality display. Following features to be considered for properties with high volume business market segments: - View guest bill display / function - Bill settlement function - Room service ( breakfast ) order function -

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Moment Of Truth:

17.05

Entertainment – Bar And Lounges Television / Radio

 WHAT THE GUEST EXPECT    Availability of sports and news programs. Good visibility within comfortable sitting area. Clear and crisp sound quality.

 HOW TO SATISFY – BEHAVIOURALLY  Observe guest behaviour for seating preferences.

 HOW TO SATISFY – OPERATIONALLY     Do not allow Television broadcasting during live music performances. Flat Liquid Crystal Display / Plasma screen preferred with well positioned ceiling speakers. Ensure quality of Television set corresponds with standard of hotel. Display special programmes for guest information as per hotel identity manual.

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Welcome Charter

Chapter: Moment Of Truth:

18 18.01

The Shopping Experience Gift Shop

 WHAT THE GUEST EXPECT                 Availability of major international newspapers and magazines, sundry items and local souvenirs of good taste. Maps and books of city / island and history. Smart presentation and décor. Competent and well groomed staff. Multi-lingual staff. Standard hours of operation to suit preferences of guest and according to local practise. Conventional pricing in line with hotel image and location. Possible to charge to his / her room account without sure-charges. HOW TO SATISFY – BEHAVIOURALLY Multi-lingual staff – minimum Chinese, Japanese, English & local language and most important client segment. HOW TO SATISFY – OPERATIONALLY A comprehensive stock of international newspapers & magazines. Brand name sundry items. Local music cassettes and CD‟s. Local souvenirs. Food & beverage items associated with the local taste.

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     International gourmet items produced by the hotel ( selection of breads, cakes, pastries, chocolates, ice cream and specialties etc. ) Opening hours from 8.00 AM – 9.00 PM, 7 days a week. Ensure presentation and décor according with hotel‟s standard. Ensure to provide a reasonable pricing for all items. All concession agreements to be validated by legal council.

Moment Of Truth:  What The Guests Expect               

18.02

Retail – Outlets

Upscale stores. Recognisable brands. Competent and well groomed staff. Multi-lingual staff. Standard hours of operation. Possible to charge to room account without surcharges How To Satisfy – Behaviourally Courteous service with a smile. Multi-lingual, minimum English & local language and of most important client segment. How To Satisfy – Operationally Monitor standards for merchandising; showcase displays, cleanliness and professionalism of store employees. Include concession / retail employees in hotel customer training programmes. Have stores reflect International & European culture and style. Minimum opening hours Monday – Saturday 9 AM to 7 PM. Upmarket stores, preferably with recognisable brands. All concession agreement to be validated by legal council.

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Moment Of Truth:                   

18.03

Retail – Beauty Salon

What The Guests Expect Upscale salon To be attended to by competent and well groomed staff Flexible hours of operation. Manicure and pedicure available. Massages available Beauty products available for sale. How To Satisfy – Behaviourally Courteous service with a smile. Multi-lingual staff – minimum English, local language and language of most important client segment. How To Satisfy – Operationally Minimum opening hours Monday – Saturday 9 AM to 7 PM ( 7 days a week recommended ) Hairdresser available on or off site. Beauty care services to include, waxing, manicure, facial cleansing, facial massage etc. Stock upscale beauty and grooming products. Make sure hair dressers are up to date on current trends. Reasonable and well displayed pricing. Facials available either in hotel salon or in a sister salon to which transportation is provided. Provide variety of beverages for customers.

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Welcome Charter

Chapter: Moment Of Truth:

19 The Service Support Experience 19.01 Service Support – Stewarding Tasks

 WHAT THE GUESTS EXPECT  To always be presented with clean and well-maintained china / glass ware and silver stainless steel ware.

 HOW TO SATISFY - BEHAVIOURALLY     Ensure that all table ware is impeccably clean, shining, spotless and odourless when leaving the stewarding area. Discard all cracked and chipped chinaware and glassware, as well as damaged silverware. Check regularly that empty racks are properly displayed on sorting tables to facilitate clearing by waiting staff and minimize breakage. Ensure permanent efficient cleaning of tableware to provide waiting staff with ample supply equipment during service hours.

 HOW TO SATISFY - OPERATIONALLY  Stewarding personnel to have a clear understanding for the importance of their tasks and take pride and dedication to their work.

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        Ensure that stewarding personnel receive the recognition they deserve. Ensure that efficient equipment handling is in force by having a professional dishwashing system. Staff should be trained, to follow the cleaning schedule written in a language they all understand. Staff should be trained to be aware of the different chemicals used for cleaning. Stewarding staff to consider the safety of both the hotel guests & staff. To ensure that training and guidelines are adhered to. All Hotel and Safety manuals are available on site. The cleaning schedule should state the following: - Task - Materials - Time it should take to complete

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Which day it should be done Who should do it The chemicals required The personal protection equipment needed

The cleaning schedule must be displayed in the kitchen. Ensure that all concerned are familiar with chemical handling procedures. Each chemical should have a data sheet available with it. A list of stewarding tasks should be written down for all to see and Should include instructions on: - Operating machines or equipment - Cleaning techniques - Equipment inventory - Banqueting set-up and breakdowns - Follow-up all action plans set up after hygiene inspections Put up clear and visible signs to indicate wet / slippery floors. Remove immediately all liquid / food spills. A professional racking, handling and storage should be in place to avoid breakage and to maintain a high quality end product to the customer.

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Moment Of Truth:

19.02

Service Support – Kitchen Responsibilities

 WHAT THE GUESTS EXPECT:     That the food coming from the kitchen is safe to eat. Kitchen staff should be flexible to cater for special needs. Waiting staff to be able to explain all contents of menu. Waiting staff to be aware of dishes, which take longer To prepare.

 HOW TO SATISFY - BEHAVIOURALLY     Staff to adhere to guidelines complying with the local law and company requirement. Staff to maintain good personal hygiene. Listen attentively to guests‟ comments / suggestions and thank them for doing so. Make sure that there is no unnecessary noise or loud discussions which may disturb guests at the restaurant.

 HOW TO SATISFY - OPERATIONALLY :

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        Staff should be fully trained on company hygiene & safety standards and manuals which have to be available to everybody. Follow-up all action plans set up after hygiene inspections. Chef to tour the restaurants at least once during each sitting, asking guests whether they are satisfied. Ensure that all kitchen and waiting staff are fully aware of the contents cooking times, procedures and garnishes including daily special. Ensure that waiting staff is informed if a dish is taking longer than normal so they can inform the guest concerned. Replace any dishes sent back by guest either with the same order or the requested replacement. Ensure food tasting sessions & menu knowledge training is regularly organized with outlet manager for all F&B staff.

Food samples are taken when the dish is being served to more than 20 persons and kept in the freezer for the period of Moment Of Truth: 19.03 Service Support – Kitchen Purchasing And Receiving  WHAT THE GUESTS EXPECT:  That the hotel purchases food items of high standards at the right price.

 HOW TO SATISFY – BEHAVIOURALLY:    Inspect all goods, without exception, upon delivery for quality and condition. Adhere to local laws and company policies Cooperate with receiving staff and stewards for proper execution of guidelines, safety and cleanliness.

 HOW TO SATISFY – OPERATIONALLY:   Check quality and price for fresh market produce minimum twice a week. Have specifications for all goods received, e.g. : Examine the vehicle the goods arrive in. Inspect all packaging of goods. Check expiring date. Check freshness, size and quality of all goods

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Check and record temperature of goods received. Reject goods immediately if dissatisfied Keep receiving area clean of debris Receiving area to be deep-cleaned on daily basis.

Moment Of Truth:

19.04

Service Support – Kitchen Design And Structure

 WHAT THE GUESTS EXPECT:   That the kitchen is lighted, airy and clean place. That the kitchen is a safe place to work

 HOW TO SATISFY - BEHAVIOURALLY:  HOW TO SATISFY OPERATIONALLY:     Best practice: the kitchen must be clean and well maintained at all times as outlined in the safety manual. Adequate work and cold and dry storage facilities should be provided in line with the number of staff and the volume of business. The design shall be such that it permits best operational tasks and easy for cleaning. Separation partitions should be provided to prevent cross-contamination between different food preparation areas.

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Welcome Charter
      The design should take into consideration the workflow of the kitchen in order to reduce the risk of waste coming into contact with food, both raw and cooked. Hand wash basins with hot and cold water, drying facilities and soap should be provided. Floors should be waterproof, non-absorbent, washable and non-slippery. Walls should be the same but in a light colour. Ceiling, windows should be finished with materials that do not flake and are easily to clean. Adequate lightning, ventilation, drainage and water supply should be provided.

Moment Of Truth:

19.05

Service Support – Kitchen Staff

 WHAT THE GUESTS EXPECT:  Kitchen Personnel are knowledgeable of their duties and responsibilities.

 HOW TO SATISFY - BEHAVIOURALLY:  Adhere to training and company guidelines.

 HOW TO SATISFY – OPERATIONALLY:      To maintain good personal hygiene practices. Attend food hygiene training. Follow company guidelines and best practice. Staff should wear the correct uniform at all times. Hotel should provide and launder uniforms suitable to the tasks being carried out.

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Welcome Charter
   The hotel should provide ample hand washing facilities for all food handling staff. All staff should attend food hygiene training as outlined in the Food & Safety procedures Staff should be regularly tested on their work and hygiene knowledge.

Moment Of Truth:

19.06

Service Support - Kitchen Food Preparation

 WHAT THE GUESTS EXPECT:   Kitchen staff to be flexible to cater for special needs of guests. If there is something wrong with the ordered dish, it is to be replaced speedily or alternatives are offered.

 HOW TO SATISFY – BEHAVIOURALLY:   Listen attentively to guest‟s comments or suggestions and thank them for making them. Make sure that there is no unnecessary noise or loud discussions, which may disturb the guests of the restaurants.

 HOW TO SATISFY - OPERATIONALLY:    Staff to adhere to guidelines complying with the local law and company requirement. Staff to maintain good personal hygiene. Staff to be fully trained on company hygiene and safety standards.

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Welcome Charter
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Follow-up all action plans set up after hygiene inspections. Chef to tour dining room at least once during each sitting, asking guests if they are satisfied. Ensure that dished are delivered as described, as per recipe with consistency and specific requests are respected, e.g. children‟s menus, special diets, cooking time, garnish etc. Ensure that waiting staff is informed if a dish is taking longer than normal so that they can Inform the guest concerned. Ensure that all kitchen and waiting staff are fully aware of the contents and cooking times of the menu including the “special of the day”. Replace any dishes sent back by a guest either with the same order or the requested replacement. Ensure that food tasting sessions and menu knowledge training is regularly organised with outlet managers and staff.

Moment Of Truth:

19.07

Service Support – Kitchen Food Preparation In Public

 WHAT THE GUEST EXPECT:  To have a pleasant experience when observing the display cooking and specialty demonstrations.

 HOW TO SATISFY – BEHAVIOURALY:      

Welcome the guest by making eye contact, smiling and using a welcome phrase ( a wai ) If unable to attend a guest immediately, acknowledge him / her by making eye contact and smiling. Inquire into guest preferences & prepare accordingly the mise en place. Explain and promote the dishes as they are being prepared as well as those on the buffet. Prepare and present food in a professional and stylish manner to make dishes more appetizing. Wish the guest an enjoyable meal. ( “ Enjoy your dinner sir / madam “ )

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Welcome Charter
 HOW TO SATISFY – OPERATIONALLY:         Guest should be welcomed and receive a friendly service throughout. Ensure that a minimum number of staff for the buffet service are Bilingual-language ( Thai – English ) Ensure that guests queue no longer than 3 minutes. Ensure that the cook is present at all times at the cooking station. Cater for special needs. Present dishes attractively & display showmanship when preparing food. Make sure that uniforms are impeccable throughout the service and that Always provide proper ventilation to avoid unpleasant cooking odors.

Moment Of Truth:

19.08

Service Support – Kitchen Serving Of Food

 WHAT THE GUEST EXPECT:   That food is fresh and appetising. That food is properly re-heated within the hygiene standards.

 HOW TO SATISFY – BEHAVIOURALY:   Wear the full correct uniform and protective equipment as provided. Apply strict personal hygiene at all times.

 HOW TO SATISFY – OPERATIONALLY:    Follow company guidelines, local regulations and follow good working practises. Attend food hygiene training Good practises for cold food preparation: - Wherever possible only prepare items to be served cold when ordered. - In case of buffet: Try and prepare any food on the day it will be served / eaten and make sure that there is a spite guard on the buffet counter. - Leave the food items in cold storage covered for as long as possible. - Cold food should be served at a temperature between 1º C and 8º C depending on the item.

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Welcome Charter
 Good practises for hot food preparation: - Hot food wherever possible should be served as soon as it is cooked. - Hot food should be served at a temperature higher than 65º C. - Hot food should not be stored in a heated service dish,; it should not be held in the kitchen and transported to the heated service dish only 10 minutes before it is served. - Food should not be held hot for more than 2 hours. - The temperature of hot dishes should be maintained. - Cooking and holding temperatures should be recorded. Good practises for re-heating of food: - Always check that the food was stored properly before re-heating. - Examine the food item if it is still of the quality you can serve to the guest. - Re-heat in a hygienic manner to a food temperature of over 75º C. - Serve the food right away; do not cool and re-heat again. - Once food has been re-heated, it should not be stored again. - Never serve the food in the container it has been stored in. - Re-heating temperatures should be recorded.

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Moment Of Truth:

19.09

Service Support – Kitchen Food Storage

 WHAT THE GUESTS EXPECT:  That goods are stored in a hygienic manner.

 HOW TO SATISFY – BEAHAVIIURALLY:  HOW TO SATISY – OPERATIONALLY:   Adhere to training and company guidelines. Guidelines for freezer food storage should include the following: - On receiving, goods should be removed from original packaging cartons. - All food to be covered. - The freezer temperature should be kept at -18º C or below. - All food should labelled. Date coding should be in place. - The freezers should be kept clean and well organised at all times. - The freezers should be calibrated once a year. - Daily temperature charts should be kept with the indicated freezer, temperature recorded 3 times a day.  Guidelines for refrigerator / chiller, food storage should include the following: - Separation of food items to avoid cross-contamination.

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Welcome Charter
 Wherever possible separate refrigerators should be used, e.g.: raw meat refrigerator, fish refrigerator, cooked meat refrigerator, dessert refrigerator. Refrigerator temperature should be between 1º C and 5º C. All food should be covered. Hot food should not be placed in refrigerator. All refrigerators should be calibrated yearly. All covered food items should be labelled with a production date and use by date.

Guidelines for dry food storage should include the following: - Dry goods not to be stored on the floor and to be in a clean and dry storage room. - A method of pest control must be used and recorded. - All containers e.g. plastics, tins, sacks should be in good condition and old stock should be rotated using a “first-in first-out” policy. - Storage area should be well organised. - Par stocks of all items should be maintained.

Moment Of Truth:

19.10

Service Support – Kitchen Refuse Management

 WHAT THE GUESTS EXPECT:  That waste is handled in hygienic manner.

 HOW TO SATISFY – BEHAVIOURALLY:    To maintain good personal hygiene practises. Attend food hygiene training. Follow company guidelines and best practise.

 HOW TO SATISFY – OPERATIONALLY:  Guidelines should include the following: - The layout of the premises should be so that the dirty waste does not come into contact with the food. - Bins should all have refuse bags in them. - Bins should all have lids and you should be able to open them with foot. - After handling waste always wash your hands with hot water and soap. - Refuse / waste should be disposed off in a skip / building away from food preparation areas. - Refuse / waste should be collected regularly.

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Welcome Charter
If the hotel is in a hot climate, refuse skip areas should be in an air-conditioned area. Refuse / waste areas should be cleaned and disinfected daily. Waste transfer notes to be filled in the Health and Safety Procedures Record Book.

Moment Of Truth:

19.11

Service Support – Kitchen Control Audits

 WHAT THE GUESTS EXPECT:  That the kitchen is inspected on a regular basis.

 HOW TO SATISFY – BEHAVIOURALLY:  For all staff to be open and honest with inspectors and auditors.

 HOW TO SATISFY – OPERATIONALLY:      The hotel should develop and regularly implement a self-checking audit programme. Staff should be trained to carry out the audits. Re-training should take place as required. The audit results should be used as a tool for continuous improvement. The audit should cover all critical control points from purchasing to waste / refuse management.

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Welcome Charter

Moment Of Truth:

19.12

Service Support – Hotel, Restaurant, Bedroom, Public Area Linen

 What The Guests Expect               To find impeccably clean, well ironed table linen. To find a selection of clean, neatly folded bathroom linen. To find impeccably clean, well ironed bed linen. To find clean and fitting furnishings ( e.g. curtains, bedspreads ) How To Satisfy – Behaviourally Never settle for less How To Satisfy – Operationally Ensure that linen exchange hours are adequate and suit business needs. Establish a laundry delivery schedule that supports business needs. All items to be properly marked for ease of identification. Ensure that professional carting equipment is used for superior mobility. Ensure that ample storage space is provided in cooperation to minimise waste and wear and tear. Ensure that linen is clean, well ironed with no visible mends. Check that the dimensions are correct (e,g sheets, towels ) remove any items that have shrunk. Used bed linen to be washed daily.

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Welcome Charter
  Larger items including bedspreads and curtains should be cleaned at regular intervals. Ensure that adequate par stocks are established as per minimum guidelines. - Room linen 5 par stock - Towelling 5 par stock - F&B linen 5 par stock Staff to be aware of hazards involved in sorting laundry i.e. broken glass in tablecloths, needle stick injuries etc.

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Moment Of Truth:

19.13

Service Support – Uniforms

 WHAT THE GUESTS EXPECT:  To experience staff wearing uniforms consistent with hotel‟s image.

 HOW TO SATISFY – BEAHAVIOURALLY       Staff to wear uniforms with pride. Staff to ensure that their uniforms are in pristine condition. Make sure that uniforms are marked with the name of the employee and are stored in a way to avoid creasing. Ensure that all uniforms are always well maintained (e.g. no stitching undone, no buttons-missing, etc. ) Make sure that all employees are fitted with the correct size uniform. Count and replace all uniforms once a year ( three per employee – or more depending on the staff function ).

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Welcome Charter
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Ensure that uniform exchange hours are suitable to and from locker rooms. Provide lockable changing cabin to reduce transit to and from locker rooms. Ensure that hotel is in full compliance with the uniform manual specifications.


								
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