1、 Front Desk Rooms Control Agent 1 TASK01:Pre-Shift Board PROCEDURE STANDARD Read pre-shift boards at Front Office to be well informed of days activities and any special circumstances or incidents requiring follow up.If you have any questions,discuss them with Back Office Agent or Assistant Manager.C2、heck bulletin board for new information and initial memos as required.Check schedule daily for any changes.Note current“Standard of the Week.”Check room type availability,be aware of room status for future dates.Check“Rate of the Day.”On full house nights,know which hotels in the city have availabil3、ity for referring walk up guests,too.Pre-shift board read and initialed by all staff.Pre-shift board checked and initiated daily for new information.Supervisor informed if unsure of any information on board.Approximate number of check ins/check outs known.V.I.P.s due to arrive,unknown.Aware of all g4、roups and important details from resume.Know how to interpret current status/house count.All clerks know availability status and rate of the day before shift Front Desk Rooms Control Agent 2 TASK02:Lobby/Desk Area Standards PROCEDURE STANDARD Inspect the Front Desk area and back office and make sure5、 it is orderly and clean.Check that all equipment and supplies are in their proper order.All Front Office and Back Office areas are to be inspected throughout shift.No trash visible on desk or floors,ash urns emptied as needed.Furniture aligned and dust free.Windows and doors are free of smudges,dus6、t streaks.All problems are reported to Property Maintenance immediately.All ash urns free of cigarette debris and sand filtered.No trash on Front Desk Rooms Control Agent 3 TASK03:Review Arrival Report PROCEDURE STANDARD Review arrival information at start of shift:1)Ensure that requests have been h7、onored.2)Check for any possible rate or guest type errors.3)For guest recognition,review registration cards To ensure all have been printed correctly and Neatly.4)Filed in proper alphabetical order.Check for discrepancies in:1)Rate 2)Group code 3)Guest type 4)Share with reservations All reservations8、 are guaranteed.Review number of guests field on reservations for accuracy.Communicate special requests to Service Express And Housekeeping as rooms are blocked.Ensure guest history guests are blocked in a room matching profile.Guest History Remarks are read.All repeat guests receive their favorite 9、room.All remarks are incorporated into blocking.Aware of all V.I.P.arrivals and special Front Desk Rooms Control Agent 4 TASK04:Pre-Register V.I.P.s PROCEDURE STANDARD Pre-register all V.I.P.guests,repeat guests and Westin Premier Gold and Burgundy level members prior to check in.1)Obtain V.I.P.repo10、rt.2)Pre-registered in upgraded accommodations.3)Call Housekeeping with V.I.P.room numbers by 7:30 a.m.4)Pull correct registration card and key packet.Place the key in V.I.P.envelope and attach to the registration card.5)Complete pre-typed or handwritten credit card voucher using card number from We11、stin Premier profile or reservation.Guest not asked to produce credit information and not requested to sign the registration card.Double check that V.I.P.keys are correct before key packeting.6)Ensure all V.I.P.registration packets are completed to alert desk staff of V.I.P.status.7)Check for amenit12、y requests and ensure deliveryprior to arrival.All V.I.P.s will be pre-registered by 10:00 a.m.unless rooms are still occupied.Housekeeping to have rooms ready by 11:00 a.m.unless rooms are still occupied.Staff is not to change V.I.P.room at check-in without supervisors approval.All V.I.P.room inspe13、ctions completed by a.m.unless otherwise noted.Credit voucher is completed prior to guest arrival.All V.I.P.key packets are accurate.All Gold members receive a room on premier floor.Burgundy members receive a room on premier floor based on space Front Desk Rooms Control Agent 5 TASK04:Pre-Register V14、.I.P.s(contd)PROCEDURE Accounts with pre-registration status are pre-blocked into vacant/clean rooms.?Pre-registered guests never have to wait for their room to become available.STANDARD Front Desk Rooms Control Agent 6 TASK05:Daily Activity PROCEDURE STANDARD Go to the T/K file and pull daily funct15、ion sheet and group resumes for the groups for that day.Review the activities as to who is here and what time for all group functions and meetings.Ensure that each printer station has a daily activity sheet posted for reference.All function sheets posted and reviewed with the staff daily.All current16、 resumes read and understood by all staff on Front Desk Rooms Control Agent 7 TASK06:Hotel Rates and Information PROCEDURE Know your propertys information on rates,packages,promotional programs,extras and bonuses.Have all this information available to all staff.Know this information for ready recall17、 for staff and guest inquiries.STANDARD Knows all rates,packages and promotions.Have all information regarding rates,packages and promotions available to staff in at least one central location.Ensure proper quotation of information by staff.Variances to rate of the day and volume corporate rate stra18、tegies are approved by Assistant M Front Desk Rooms Control Agent 8 TASK07:Group Preparation PROCEDURE Review group resume for all arriving groups.Check rates,billing,dates of stay,general activities,etc.If group will be arriving at the same time,pre-register:1)Print group arrival report by date.2)P19、ull up available vacant rooms.If rooms are Dirty,make list to turn over to Housekeeping to clean.3)Block rooms.4)Write room numbers on registration cards.5)Select keys for all rooms and place in key packet.Write name and room number on key packets.6)Print report again and check to ensure all rooms h20、ave been blocked.7)Print labels as required for key packets and pre-registration packets.When group arrives,complete“group check-in”.STANDARD No billing mistakes on groups.Groups arriving together are pre-registered or pre-blocked.A final cross check is completed prior to arrival which matches compu21、ter to rooming list if non-computer generated,e.g.,football teams,to key Front Desk Rooms Control Agent 9 TASK08:Flags PROCEDURE When an action step to service a guest or change a guest account needs to take place on a future day,use a flag.When the Front Desk Manager should be informed of a situati22、on with a guest or a future date,a flag will be used.Trace report each morning by 8:00 a.m.and complete entries by 2:00 p.m.STANDARD Flags are only used to inform the manager of a situation on a future day or to signal the Front Desk to take care of a guest request or change on the account.Flag repo23、rts are printed daily in the morning and reviewed and acted on by 2:00 p.m.each day.No incorrectly dated flags.No comments or notices field to contain information which should be recorded using a flag.Flag report is initialed by Assistant Manager and reviewed with PM Assistant Manager as part of pas24、s on.TASK09:Due Outs and Discrepancies Front Desk Rooms Control Agent 10 PROCEDURE At 2:00 p.m.,pull up all discrepant rooms from room discrepancy task on Front Desk menu.Note discrepancies:1)Skip Housekeeping has inputted the room as vacant/clean and Front Desk shows an account checked into the roo25、m prior to that day/time.2)Sleep Housekeeping has inputted the room as occupied/clean and the Front Desk has no account showing checked into that room.?Check out all skips which are scheduled as due out.Settle accounts like express check outs,based on PHYSICAL room check information.?Ensure all expr26、ess check outs have been processed.?Pull up all discrepant rooms again and print key.Print due out report.Cross off any rooms approved for late check out.?Note exact status of rooms next to room number on reports and write down the name of the guest for all rooms listed as sleeps.?All vacant due out27、 rooms checked out by 4:00 p.m.?All sleeps researched and resolved.If due to Front Desk error,address with individual responsible.?All discrepancies resolved by 4:00 p.m.?All balances settled for checked out accounts.STANDARD?All due out and discrepancy back up filed for research purposes with Assis28、tant Manager checklist.?Front Desk records to mirror actual status of room.?All skips are physically checked.?Front Desk is responsible for checking skips.?Obtain guest name from luggage in room,is registration card in bucket?Skips with outstanding balances with no credit available brought to attent29、ion of Assistant Manager or Front Desk M Front Desk Rooms Control Agent 11 TASK09:Due Outs and Discrepancies (contd)PROCEDURE STANDARD 1)Check out all due out rooms listed as vacant.2)Review all accounts thoroughly that are reported as vacant but are not due out.3)If account does not show an indicat30、ion of Housekeeping error,check out.?Check inquiry for all information on occupied sleep rooms.1)Use room number and if necessary,guest name.2)Locate guest account and check into guest Room.3)Check sleeping room to see if occupied.4)If unable to locate account,check bucket or Contact guest to resolv31、e.?Go to Housekeeping menu and input all rooms listed as vacant/clean.All sleep rooms showing vacant clean or dirty by Housekeeping must be inputted according to status.?At 2:00 p.m.,pull up any remaining due outs and Discrepancies.Physically check each room and resolve.?File all reports and printou32、ts in with Assistant Manager Front Desk Rooms Control Agent 12 TASK10:Express Check-Outs PROCEDURE Make sure all express check-outs are processed through the system correctly and to check-out standards.Periodically during check-out period,check the express check-out box and distribute the check-out 33、slips to clerks to process.STANDARD All expressed check outs processed by 2:00 p.m.All expressed check out guests received copy of charges and posting in mail.Failure to check out express on a regular basis is a primary cause of discrepant Front Desk Rooms Control Agent 13 TASK11:V.I.P.Amenities PRO34、CEDURE All V.I.P.amenities to be placed in room prior to guest arrival(except when noted).Call Room Service to have amenity delivered and mark the time of delivery.Monitor V.I.P.reservations every hour.If the guest has not checked in three hours after the amenity delivery,physically check the amenit35、y to determine if the amenity needs to be refreshed by Room Service.STANDARD All V.I.P.amenities to be in guest room prior to check-in.All V.I.P.amenities to be monitored as stated.All amenities to be refreshed as Front Desk Rooms Control Agent 14 TASK12:Late Charges PROCEDURE Should a charge be pos36、ted after a guest has checked out do the following:1)Recheck guest folio back in the computer.2)Post the late charge to the room bill reinstating The account.Check out credit card number manually.3)Send the customer copy of the voucher with an explanation letter to the guest.4)If the payment was mad37、e on Visa or MasterCard,make sure a new voucher is Processed.If paid with American Express,add The charge and put new total in the revised total column.Write in on the card“After Departure Charge”and a description of the charge(i.e.,Room Service,Long Distance,etc.)STANDARD All late charges are bille38、d back to guests.Guest receives correct Front Desk Rooms Control Agent 15 TASK13:Disabled Guests PROCEDURE Back Office Agent/Room Blocking Coordinator review daily arrivals for any guests with disabilities.Pre-block rooms when appropriate.Upon arrival,ask the guest if any special assistance is neede39、d and determine if appropriate room has been blocked.Accommodate all guests with disabilities.Be especially sensitive to the needs of guests with disabilities(i.e.,non-ambulatory guest may prefer a room on a low floor,large bath with handicap bars,room close to elevator).Record status in computer us40、ing special service code“HA”and indicating special needs in the comment section.In the event of an emergency,give log sheet to security or print special service code report for disabled guests.Handle any special requests for equipment such as:1)TDD 2)Phone strobe 3)Phone amp 4)Vibrating alarm clock 41、5)TV decoder 6)Door knock indicator 7)Portable smoke detector STANDARD To assist guests with disabilities and in the event of an emergency,all guests with disabilities to be readily identifiable in computer.All agents know emergency routes throughout property for guests with disabilities.Guest with 42、disabilities accommodated during their stay,ensuring guest comfort.Sensitivity displayed to any guests with disabilities by being aware of inappropriate body language and facial expressions.Understand that not all guests with disabilities require special assistance.In the event of an emergency,a Spe43、cial Codes Report will be run in order to identify guests who may need Front Desk Rooms Control Agent 16 TASK14:Block Special Requests PROCEDURE Print special requests report and block according to specifications.?Special requests we are unable to accommodate will be noted on notices filed to be add44、ressed with guest at check-in to discuss alternate solutions.?Alternate solutions should always be discussed with guest concerning request.?Notify appropriate departments of delivery of specially requested items.STANDARD?All special requests will be blocked by 1:00 p.m.the day prior to arrival.?Alte45、rnate solutions concerning requests always discussed with guest at check-in.?Housekeeping notified by 9:00 a.m.of room blocks requiring special items to be delivered.TASK15:Balance Room Types Front Desk Rooms Control Agent 17 PROCEDURE?Check availability and note number of room types or bed types ov46、ersold.?Print arrival report.?Note reservations that can be upgraded or bed types that can be changed.?In some cases,it may be necessary to upgrade reservations to ensure room types have been balanced.Avoid a downgrade.?To balance bed types:1)Check availability and note discrepancies.2)Assign upgrad47、es according to the following criteria:a)VIPs b)repeat guests c)corporate program guests d)rack rated guests e)long staying guests 3)If overbooked on two-bedded rooms:a)assign“one”guest reservation a one-bedded room b)assign“Mr.and Mrs.”Reservation a one-bedded room c)assign one name and“two”guests 48、a one-bedded room d)assign“two”name and“two”guests a two-bedded room e)assign low rated“two”name,“two”guests reservations a one-bedded room with a rollaway,at no charge.STANDARD?All reservation bed type requirements will be met.(Exceptions will be on sold out nights or excessive requests for particu49、lar bed types.)?All bed types balanced before 3:00 p.m.?Upgrade rather than risk guests being dissatisfied with room type.?Every effort made to accommodate our guests bedding Front Desk Rooms Control Agent 18 TASK15:Balance Room Types(contd)PROCEDURE 4)If overbooked on one-bedded rooms,charge low ra50、ted,two-person reservations to a two-bedded room.5)If overbooked on small suites,utilize larger Suites,upgrading V.I.P.s and high rated reservations.If overbooked on all suite categories,notify the supervisor.?Record New Room Type on registration card.If guest has been upgraded,stamp upgrade to sign51、al check-in clerk to inform guest at time of registration.STANDARD?Assistant Manager approves upgrades to Luxury Suites.?Only Executive Office or Director of Marketing can approve use of renovated Luxury Suites and connecting Front Desk Rooms Control Agent 19 TASK16:Credit Check PROCEDURE?Print cred52、it check report.?Review each account listed.Note current balance on account and amount of approval.Address if amount of approval is not adequate to cover remainder of stay.Check each cash only account and ensure account has no incidental postings.If so,address.Also look for any posting errors and co53、rrect.?To obtain additional credit on credit card accounts:1)Pull registration card and voucher.2)Enter amount needed in approval machine andrecord approval code and amount on voucher and in notices field on account.3)Change credit code to reflect increased amount of credit.4)If unable to obtain add54、itional approval,handle Like cash only.Place a“Y”in no post.?To obtain additional credit on cash only accounts:1)Telephone the room.2)If no answer,leave message light on to contact the Front Desk Supervisor.3)If a message was left for the guest the day before and guest has not responded,discuss doub55、le locking the door with Front Desk Manager.If account shows room and tax owing or more than$100.00 incidentals owing proceed with double lock after approval of Front Desk Manager.STANDARD?Credit check report reviewed by 11:00 a.m.?All credit card approvals and message lights left on by 3:00 p.m.?Ou56、tstanding credit issues discussed with Assistant Manager or Credit Manager daily.Credit Manager informed Front Desk Rooms Control Agent 20 TASK17:Amenity Requirements PROCEDURE?Block vacant/clean rooms for all guests scheduled to receive amenities.?Write room numbers on amenity form and guest Regist57、ration card.?Call room service by 5:00 p.m.to pick up blocked amenity order forms.?Pull up each guest account and record the amenity that was put in the room under the comments section.STANDARD?All amenity orders delivered to Front Desk by 9:00 a.m.?All amenity rooms blocked by 1:00 p.m.?All account58、s show that amenities are scheduled for the guest room in the event of a room change.?In event of room change at check-in,Service Express is notified to move amenity.?Guest is not disturbed after 10:00 Front Desk Rooms Control Agent 21 TASK18:Repeat Guests PROCEDURE?Obtain repeat guest arrivals dail59、y.Block rooms in upgraded accommodations.?When indicated,complete amenity request form for designated gift based on guests total number of visits.Record amenity being sent on guest history record.?Review guest history for guest preferences.?Clearly mark return reservation and registration card to sh60、ow repeat guest return.?Welcome back all repeat guests at time of check-in.?Use repeat guests name upon arrival when known.STANDARD?All repeat guests welcomed back.?Upgrades given to repeat guests based on availability.?Guest history updated for each visit.?Value of our repeat guests acknowledged.?R61、epeat guest welcomed back.?Repeat guests should be pre-registered in the Front Desk Rooms Control Agent 22 TASK19:Out-of-Order Rooms PROCEDURE?Review all out-of-order rooms daily with the appropriate departments to determine:1)Why room is in out-of-order status(on a sold-out evening due to minor rep62、airs can be utilized to prevent relocating guests).2)How long room expected to be in out-of-order status.?Spot check out-of-order rooms to make sure they Really are out-of-order as reported.?All out-of-order rooms to be sold only after being Released by Housekeeping Department.STANDARD?All out-of-or63、der rooms checked on status daily with Engineering and Housekeeping.?Review daily at Operations Meeting if projecting full Front Desk Rooms Control Agent 23 TASK20:Communicate With Housekeeping PROCEDURE?Closely work with Housekeeping&Engineering management to ensure:1)Inspected vacant and ready roo64、ms are turned in,in a timely manner.2)Prompt reporting of ready V.I.P.rooms.3)Special requests have been handled.?Communicate any complaints or deficiencies reported by guests.?Clear all 0ut-0f-0rder rooms when occupancy is at 100%.?When a guest arrives and room is note ready,advise guest.-determine65、 if guest will store luggage-determine if guest will be waiting for room or proceeding to meeting-advise Housekeeping of above information STANDARD?V.I.P.rooms called in at 7:30 a.m.to be ready by 11:00 a.m.?Due out and discrepancy checks submitted at 2:00 p.m.and 7:00 p.m.to be physically checked a66、nd reported back within one hour.?Vacant and ready rooms turned over in even percentages hour by hour beginning at 9:00 a.m.?Do not“rush”multiple rooms in one section of a floor(this slows down the room attendant).?Rooms for arrived guests are given priority,Housekeeping informed at what time guest 67、will return for room.?Rooms for guests waiting in the Lobby are“rushed”.?The guest is never given a time estimate of less than 45 minutes unless Housekeeping has been Front Desk Rooms Control Agent 24 TASK21:Late Check-Out Requests PROCEDURE?If there are available rooms for check-in guests and the s68、pecific room requested is not pre-blocked,allow late check-outs as follows:1)Up until 3:00 p.m.,check-out is“no-charge”.2)After 6:00 p.m.is a full day rate.3)After 3:00 p.m.is a half day rate.?Exceptions to late charging procedures at discrimination of Assistant Manager.?All late check-outs to be ca69、lled in to Housekeeping and noted in computer on Housekeeping message screen.STANDARD?All late check-outs approved according to occupancy.?Gold members given every consideration for late check- Front Desk Rooms Control Agent 25 TASK22:Bucket Check PROCEDURE?Ensure all registration cards have been fi70、led.?Advise other clerks to place new registration cards off to the side.?Pull any stale cards.?Make corrections on misfile cards.?Create a new registration card for any missing cards:1)Determine the clerk who checked in the guest.2)Follow up with clerk to determine what happened to registration car71、d.?Check-outs for following day should be“pulled up”on PM shift.STANDARD?Complete bucket check to be done nightly.?All discrepancies Front Desk Rooms Control Agent 26 TASK23:Walking Guests PROCEDURE?Know in advance how many rooms are over-booked and what area hotels have comparable rooms.?Locate and72、 reserve other accommodations for guest in case of sell-out.?Explain circumstances to guest and apologize(call manager/assistant manager if problem arises).?Check for an arrival message,mail or packages.?Explain completely where the guest is going and how.?Arrange for necessary transportation.?Expla73、in company will handle room charges,telephone calls and transportation arrangements.?Offer to advise necessary parties and offer any assistance.?Give guest relocation letter and manager business card.?Cancel existing reservation and clearly note where guest is relocated.?Inform PBX on all relocation74、s for handling incoming calls,messages and mail.STANDARD?All guests walked to a comparable hotel(if possible).?Guest is V.I.P.upon return for the duration of the stay.?General Manager notified of all walked guests.?Upgrade accommodations wherever possible upon return.?Original reservation rate will 75、be applied to returning guests reservation.?All walked guests receive letter of apology.?Industry jargon not used when situation is explained to guest.?Guests are not given false reasons for the relocation.?Acknowledgment of our mistake is made and guest is apologized Front Desk Rooms Control Agent 76、27 TASK23:Walking Guest(contd)PROCEDURE?Maintain walk log of each guest relocated and hotel name.?If guest is returning,book new reservation,noting all information.?Advise transportation of morning pick-up if guest has another nights stay.?Upgrade the guest to V.I.P.status for the remainder of his/h77、er stay upon return.?After a guest has been walked,fill out the hotel walk log with:1)Full name of guest 2)Guest address 3)Company 4)Hotel relocation 5)Rate 6)If the guest will be returning the next day 7)If transportation will be required.If so,what time?8)Guests reaction to the situation?Distribut78、e walk log to:1)Front Office Manager 2)Executive Office 3)Accounting STANDARD?Use black car service whenever Front Desk Rooms Control Agent 28 TASK24:Surrounding Area Properties PROCEDURE?During the evening shift,call around and audit daily surrounding area hotels for:1)Room availability only 2)Best79、 rate available?In the event of a sold out situation,refer to the area hotel list to professionally direct the guest to another hotel or assist in making reservations.Note:Only information available to the public at large must be obtained;specific occupancies or private company information is to be 80、neither given nor asked for.STANDARD?All area hotels audited Front Desk Rooms Control Agent 29 TASK25:Low Occupancy PROCEDURE?All rooms assigned to most efficiently utilize staff and allow for needed deep cleaning and maintenance during low occupancy periods.?Floors to be placed out of service.STAND81、ARD Front Desk Rooms Control Agent 30 TASK26:Supervise Registration PROCEDURE?All guest registration procedures to standards.?Spot checked daily.?Clerks visible to guests throughout shift.STANDARD Front Desk Rooms Control Agent 31 TASK27:Check In/Outs PROCEDURE?All guests checked in and out in an ef82、ficient manner.?Assist when necessary to speed up process.STANDARD Front Desk Rooms Control Agent 32 TASK28:Handle Disputes PROCEDURE?Should there be a disputed charge,follow these steps:1)Listen to the guest and repeat it back to them.Do not interrupt.2)Ask permission to research the dispute.3)Inve83、stigate and determine the status.4)Produce back-up if you have it.5)Follow through if a major yet unclear allowance or refund is involved,see manager.6)Act on your best judgment in solving the dispute.Refrain from becoming emotional or taking comments personally.?Do not blame other departments for p84、osting errors,apologize to the guest and resolve the dispute efficiently and professionally.?Communicate to other Department Managers any careless or consistent posting errors and make suggestions for rectifying the problem.STANDARD?All disputes handled in a calm and professional manner.?Notify seni85、or management if the situation requires decisions that exceed the Shift Managers Front Desk Rooms Control Agent 33 TASK29:Anticipate Needs PROCEDURE?At the beginning of each shift,determine what the business day will be and anticipate situations and be prepared with effective solutions,i.e.,if you k86、now there will be 200 people checking out,anticipate at what hours check-out business will be heaviest.You might want to set up stations designating cash payment or credit card or utilize another employee to handle all phone calls to allow the cashiers to process guest check-outs with interruptions.87、?Agents breaks should be planned around“rush”.?Block special requests.?Always be prepared with methods to expedite situations.?Do not wait for a situation to happen and then expedite.Always be prepared.STANDARD?Business needs are anticipated and solutions thought out prior to situations Front Desk R88、ooms Control Agent 34 TASK30:Office Standards PROCEDURE?File paperwork and organize neatly.?At end of shift,remove everything on desktop(except terminal)and wipe desktop down.?Front and Back office areas are neat and tidy.?All paperwork is filed,no loose paper.STANDARD?All desktops organized and cle89、an:1)No trash 2)No clutter 3)No dirt Front Desk Rooms Control Agent 35 TASK31:Daily Report Filing PROCEDURE?File the following:1)Check-out registration cards 2)Due out and discrepant room reports filed by Back Office Agent 3)Credit check report?Maintain the following files:1)Original forms 2)Reader 90、file 3)Forecast reports 4)Budgets STANDARD?All reports filed daily.?No registration cards left in bucket after guest has checked out.?No registration cards misplaced or thrown away.?Credit check report to indicate all actions and resolutions taken,then sent to Accounting.?Due out and discrepant room91、 reports to include housekeeping report showing physical check of room status and all resolutions filed by Back Office Agent.?All formal communication regarding employee performance to be described in writing and filed.?No lost original Front Desk Rooms Control Agent 36 TASK32:Guest Room Access PROC92、EDURE?If guest is at desk,check ID.If guest does not have ID,have Security escort guest to room to check ID before allowing guest to have key.?Request that the guest retrieves picture ID.Check the ID.?If the ID is not correct,notify the Assistant Manager immediately.STANDARD?No guest allowed access 93、to a registered guest room or key without showing valid ID.?Do not allow suspect to remain in Front Desk Rooms Control Agent 37 TASK33:Sign Out Employees PROCEDURE?Allow the employees to sign out before you:1)Inspect their sidework and make sure it is Complete and accurate.If not,have them rectify a94、ny deficiencies.2)Check that all work stations are clean and stocked for the next shift.3)Ensure all cashier/computer work is complete and accurate.?All paperwork/vouchers are signed.?Balance/Audit sheet is signed by Assistant Manager.?All clerks sign out using Front Office stations.STANDARD?All sid95、ework completed.?All work stations clean and stocked to par.?All cashier/computer work completed at the end of the shift.?Employees check with supervisor before Front Desk Rooms Control Agent 38 TASK34:Close Out End of Day PROCEDURE?Before leaving,check that paperwork is complete:1)Cashier work 2)Pa96、yroll 3)Requisitions filled out 4)Log book recap 5)Schedules updated 6)Forecasts updated 7)Employee assignments listed 8)Event sheets posted?Review the next days activities,forecast,staffing,unusual circumstances and special requests to be prepared in advance.?Brief on-coming supervisor regarding sh97、ifts activities.?Sign off on computer.?Lock all cabinets,drawers and office,if necessary.?Prepare for any special requirements for tomorrows group arrivals,i.e.,key packets,coupons,etc.STANDARD?All paperwork is complete.?Next days business is reviewed.?Shift briefing held between on-coming and out-g98、oing supervisors.?All reports filed daily.?All formal communication regarding employee performance to be described in writing and Front Desk Rooms Control Agent 39 TASK35:Shift Checklist PROCEDURE?Complete shift checklist.?All problems are noted.?All duties completed prior to departure.?Complete bri99、efing given to next shift.STANDARD?Shift checklist is completed daily.?All necessary information is clearly communicated:1)No errors 2)No omissions Front Desk Rooms Control Agent 40 TASK36:Log Book Recap PROCEDURE?At the end of the shift,enter the following items in the log book:1)Day/date/weather 2100、)Staffing 3)House count 4)Arrivals/Departures 5)Specials/out of stock items 6)Absent/tardy employees 7)Incidents/complaints 8)Special guests/V.I.P.s 9)Message for follow up 10)Any pertinent information?Sign the entry.?Pre-shift board is updated and communicated to next shift.Specific attention is gi101、ven to:1)Special guests 2)V.I.P.s 3)Group arrivals STANDARD?A log book entry is made for each shift and signed by the supervisor.?Only professional remarks and comments are Front Desk Rooms Control Agent TASK PAGE TASK 01:Pre Shift Board.1 TASK 02:Lobby/Desk Area Standards.2 TASK 03:Review Arrival R102、eport.3 TASK 04:Pre-Register V.I.P.s.4 TASK 05:Daily Activity.6 TASK 06:Hotel Rates And Informatiion.7 TASK 07:Group Preparation.8 TASK 08:Flags.9 TASK 09:Due Outs And Discrepancies.10 TASK 10:Express Check-Outs.12 TASK 11:V.I.P.Amenities.13 TASK 12:Late Charges.14 TASK 13:Disabled Guests.15 TASK 14103、:Block Special Requests.16 TASK 15:Balance Room Types.17 TASK 16:Credit Check.19 TASK 17:Amenity Requirements.20 TASK 18:Repeat Guests.21 TASK 19:Out-Of-Order Rooms.22 TASK 20:Commmunicate With Housekeeping.23 TASK 21:Late Check-Out Requests.24 TASK 22:Bucket Check.22 Front Desk Rooms Control Agent 104、2 TASK PAGETASK 23:Walking Guests.26 TASK 24:Surrounding Area Properties.28 TASK 25:Low Occupancy.29 TASK 26:Supervise Registration.30 TASK 27:Check In/Outs.31 TASK 28:Handle Disputes.32 TASK 29:Anticipate Needs.33 TASK 30:Office Standards.34 TASK 31:Daily Report Filing.35 TASK 32:Guest Room Access.36 TASK 33:Sign Out Employees.37 TASK 34:Close Out End Of Day.38 TASK 35:Shift Checklist.39 TASK 36:Log Book Recap.40