【正文】 eat guest if no HGA number is in reservation. Follow up with guests to ensure guest satisfaction. Print VIP list to check any changes. Guest Relations Checklist – PM Shift Guest Relations Checklist – PM Shift Date: INITIAL Print VIP list and pare with the VIP list. Room number and names are correct. FRIDAY ONLY Send longstaying VIPs a gift (for more than 10 day stay) on Friday. Contact VIPs, repeat, longstaying guests during their stay. Add walkin VIPs and repeat to list. Print tomorrow’s arrival list to pare with history. Enter J2 if guest stayed here previously。L statement by month and put critique form on top. 3. LSOP All LSOPs which effect the rooms are should be filed by number of LSOP. 4. PMS Guest History Purge Back Up To be done monthly Use procedure forms from PMS system manager binder Keep purge memo to record how many transactions are purged Store one backup print in front office, the other one in accounting 5. Invoices File invoices paid by 01 (room) monthly. To puterize paying process, you might want to use BMS (Budget Management System – originally an engineering system) but keep file as a backup. Copy all invoices, C7 into this file. 6. Vendor File All vendors which are used by the property should be filed in alphabetical order with information as to what is ordered from them, the price and the quantity usually ordered. Make sure to note contact person, phone and fax numbers. Include HOPA Disposal items and other internationally or overseas ordered items in this file. 7. Housekeeping Discrepancy Report File daily all housekeeping discrepancies with notes made by front desk and approved by shift leader. Copy accounting daily. 8. HGA/FF/Scouting File all promotions, new procedures and scouting newsletters. Use for tracking sheets of new enrollments and file guest inquiries about certificates, address changes, etc. 9. Over/Short Report Delivered by accounting on a daily/weekly/monthly basis. Follow up on any overages/shortages according to SOP (LSOP if currency you are dealing with is different than US dollars). 10. GRR – Gross Revenue Report File daily. 11. Guest Correspondence File every guest letter and response letter in alphabetical order. Renew annually. 12. Rooms Revenue Management/Sales Strategy File weekly sales strategy after meeting. 13. Walk Log Easy access to all shift leaders. Form letter from FOM authorizing for direct bill from walked hotel. Keep all form letters sent/faxed. Fill walk log sheet and copy to all managers involved. See SOP. 14. Concierge Lounge c529a7d4a218fef2f21e4a65044904de Page 4 of 39 Name log sheet from all guests visiting the lounge. Number of guests in AM and PM. Alcoholic consumption noted. Complimentary consumption noted. 15. Past Schedules Make sure to fill all past schedules with actual hours worked and all changed noted. 16. Fifteen Minutes of Training File all past fifteen minutes of training schedules. File all ideas and future plans. 17. PMS Problem and Maintenance Log Prepare from sheet for IPL – note every IPL made. Prepare form sheet for hardware problems – note every time your hardware pany is called. Prepare form sheet for modem plug in – track every time you plug in PMS. 18. Safe Check Do safe check on a daily basis and file form. If a safe key is definitely missing, break up the safe together with a security guard and note all items found in the safe. Have security sign as a witness. 19. Voucher List with all voucher acceptable. List with all voucher unacceptable. Price List. 20. Hotel Information Book Floor plan Restaurant, opening hours, promotions, theme buffets, etc. Other outlets, ., fitness center. Rates Important phone numbers 21. Credit Limit Follow Up Credit limit followup forms are to be filed twice a day after pletion. 22. Past Handover File all past handover sheets. 23. Past Checklist File all past checklists. 24. H Status Monitor closely, check once a week and follow up with accounting on billing process. File report with ments weekly to be able to check back. 25. O Status Should be done twice a day and signed off by a manager. N/A send back up with one report to accounting. 26. Memos File all important memos and meeting minutes. Separate them for easy allocation. 27. Cashier Information File all currency changes (like new money) and billing procedures。L/Profit amp。c529a7d4a218fef2f21e4a65044904de Page 1 of 39 FRONT OFFICE PREOPENING MANUAL MARRIOTT HOTEL GROUP c529a7d4a218fef2f21e4a65044904de Page 2 of 39 International Operations Preopening Manual Front Office GENERAL INFORMATION Back Office Organization and SetUp (Page: ) Concierge and Related Information (Page: ) * Concierge Lounge – Sample Schedule and Procedures Page: * Concierge Lounge Checklist – AM Shift Page: * Concierge Lounge Checklist – PM Shift Page: * Basic Guidelines for the Concierge Lounge Page: * Daily Concierge Lounge Consumption Summary Page: * Paid Out Procedures Page: * How to Handle Ining Packages Page: * How to Handle Outgoing Packages Page: Guest Relations Information (Page: ) * Guest Relations Checklist – AM Shift Page: * Guest Relations Checklist – PM Shift Page: * Guest Relations – Sample Procedures Page: Guest Services Center and Bu