【正文】 ing that contents are kept current and pliance with the guide will be reviewed as part of the operational audit process. 7 4. PREPARING LOCAL POLICIES AND PROVEDURES The Operations Guide represents the pany’s approach to Rooms Division. It illustrates policies and establishes basic procedures and standards that are to be carried out in all the hotels. Where necessary individual hotels should develop local policies and procedures to meet their specific requirements while assuring consistency with the underlying Corporate direction. Creative and practical local procedures should echo the Corporate Guide but enhance the operations uniqueness and represent the initiative and innovation of unit management. It is remended that the following approach be taken to producing Local Procedures: 1. Draft content of revised procedure 2. Circulate to Executive Committee Members for ments 3. Consult with appropriate third parties if necessary (Unions, Legal Advisors) 4. Prepare final document for approval 5. Submit for GM approval 6. Incorporate into Local Procedures 8 5. UPDATING / REVISING THE GUIDE The guide will be updated regularly to ensure that it reflects changes in thinking and practice and incorporates feedback from the field. On these occasions the modified sections will be forwarded to each manual holder along with a modified contents page. Rooms Division Directors will be responsible for local reproduction and distribution if necessary. 9 6. IMPLEMENTING THE CORPORATE OPERATIONS GUIDE The Corporate Operations Guide (containing Policy, Procedures and Remendations) is forwarded to each property in the Company. Based on these guides, hotel/resorts are responsible for developing their own local policies and procedures. In terms of format, the same framework may be used and extended for local manuals (as appropriate). Following is a suggested approach for implementation: Review contents Develop local policy and procedure based on proves outlined in previous section (4) Conduct working sessions with Department Heads / Supervisors to disseminate the information Use for development of Training Manuals, Recruitment, Manager / Supervisor Induction and Reference Resources 10 7. POLICY, PROVEDURE, QUALITY AND THE CUSTOMER The hotel is a customer focused pany with the aim of being perceived as the leader in the marketplace in terms of quality. We need Policies and Procedures (Corporate and Local) to run our business. By observing these guidelines we ensure we are operating in a consistent, effective and efficient manner. At the same time we should not lose sight of the real reason we are here – to meet and exceed our guests’ needs and as for as possible our policies and procedures have been developed to reflect this concern. Our policy and procedures guide us in the way we do business. They should not prevent us from being as responsive as we can be to meet each individual guests’ unique and specific needs and expectations. 11 CORPORATE OPERATIONS GUIDE ROOMS DIVISION CORE R1. ORGANIZATION AND RESPONSIBILITIES The Corporate Rooms Function Organization Chart of a Hotel Rooms Division Director Job Description – Rooms Division Director Variances Organization Charts / Job Descriptions R2. ADMINISTRATION AND REPORTS Rooms Division Monthly Report Rooms Division Monthly Report – Completed Sample R3. KEY CONTROL Masterkey Chart Masterkey Distribution Lost Masterkey/Duplication Key ControlGuestrooms Reserve Keys Guestrooms Lost Key Report Housekeeping Keys Opening Doors R4. MININUM QUALITY GUEST SERVICES Glossary Front Office Guest Services/Concierge Telephone Business Center Laundry 12 CORPORATE OPERATIONS GUIDE ROOMS DIVISION CORE R5. EXECUTIVE FLOOR Overview Staff and Reception Lounge Facilities Amenities Services Guestroom Facilities Amenities Services Job Description Chief Purser Purser Room Butler On the Job Training for Butler Services Preparing Room for Guest Arrival Weling Guests Unpacking of Guest Luggage Turndown Service Morning Tea/Coffee Service Message/Fax Delivery Wake up call Financial Statement 13 CORPORATE OPERATIONS GUIDE ROOMS DIVISION CORE R6. LOST AND FOUND Concept Found Items Storing of Items Liquor Left in the Guest Room Lost and Found Report Slip Lost and Found Inquiries R7. NON SMOKING FLOOR Concept System/Procedures R8. ENGINEERING PROCEDURE Concept Priority Maintenance Order (Work Order) Form Follow up Maintenance Order Form R9. MINIMUM QUALITY STANDARDS Philosophy Definition Glossary Guest Room Supplies – Matrix Guest Room Amenities / Supplies Guest Room Linen Guest Room Hardware and Equipment 14 l R1 ORGANIZATION AND RESPONSIBILITIES THE CORPORATE ROOMS FUNCTION To supplement the Rooms Division efforts of individual Hotels and Resorts, the Company provides the services of the Corporate Office. ROLE AND FUNCTION