Fo Sop

STANDARD OPERATING PROCEDURES
POLICY NO.
SUBJECT
FO-DM-001
Duty Check List
FO-DM-002
Bomb Threat
FO-DM-003
Car Accident
FO-DM-004
VIP Check in
FO-DM-005
Accident Guest
FO-DM-006
Guest Complaints and Disputes
FO-DM-007
Request for Doctor/ Hospitalization
FO-DM-008
Fights
FO-DM-009
Fire
FO-DM-022
Lost & Found
FO-DM-024
Safety Box
FO-DM-028
Incoming Faxes/ Email at night time
FO-DM-030
Valuables
FO-DM-031
Guest Birthday
FO-BC-002
Incoming faxes
FO-BC-005
Meeting Room Rental
FO-BC-006
Outgoing Fax
FO-BC-007
DHL / EMS/ Courier Services DHL
FO-CON-002
Baggage Service for Arrivals
Prepare by: Agustinus Agus Purwanto, SE MM General Manager
FO-CON-003
Baggage Service for Departure
FO-CON-004
Baggage Service for group Arrivals
FO-CON-005
Baggage Serviceforg roup Departure
FO-CON-006
Baggage Storage
FO-CON-007
Brochures, Maps and Directions
FO-CON-008
Flags
FO-CON-009
All Incoming Items
FO-CON-010
Newspapers
FO-CON-011
Outgoing Items
FO-CON-013
Rooming Guest
FO-CON-014
Shuttle Bus
FO-CON-015
Outdated mail, faxes and parcels
FO-CON-016
Paging Service
FO-CON-017
postal express service
FO-CON-018
Taxi booking and arrangement
FO-CON-019
Trolley
FO-CON-020
Umbrella
FO-CON-AR-001
Airport send off
FO-CON-AR-002
Airport Pick Up
FO-CON-AR-003
Airport Lost Luggage
FO-CON-AR-004
VIP Arrive-Limousine
FO-CON-AR-005
VIP Arrive-( By Taxi )
FO-CON-AR-006
Mobile Phone
FO-CON-DRICER-001
House Use/ Complimentary Vehicle
FO-CON-DRIVER-002
Limousine Availability
FO-CON-DRIVER-003
Limousine Cleaning & Maintenance
FO-CON-DRIVER-004
Mileage/ Petrol Control
FO-CON-DRIVER-005
Limousine Request
FO-CON-DRIVER-006
The Responsibility of Driver
FO-EF-007
Guest Preference
FO-EF-008
Executive Floor Check In
FO-EF-009
Hosting
FO-FD-010
Computer Down
FO-FD-011
Foreign Currency Exchange
FO-FD-016
Internal Trace Report
FO-FD-017
Key Control
FO-FD-018
Lost & Found at Check In
FO-EFM-012
VIP Check In
FO-EFM-016
Alleged Theft
FO-EFM-017
Guest Complaints and Disputes
FO-EFM-018
Complimentary / House Use
FO-EFM-020
Request for Doctor / Hospitalization
FO-EFM-023
Lost and Found
FO-EFM-024
Safety Deposit Boxes Key Inventory
FO-EFM-025
Safety Box
FO-EFM-027
Valuables
FO-EFM-028
In-House Clinic
FO-EFM-029
Guest Birthday
FO-EFM-030
Guest Join-In Authorization
FO-EFM-031
Guest Comments
FO-EFM-032
Booking at other Hotel
FO-EFM-033
Hotel Events
FO-TEL-001
Telephone Control DDD/IDD
FO-TEL-002
Call Accounting System
FO-TEL-003
Call Barring and Unbarring
FO-TEL-004
Do Not Disturb Feature
FO-TEL-005
Guest Locator Feature
FO-TEL-006
Incoming Calls
FO-TEL-007
Operator Assisted Calls
FO-TEL-008
PABX Adcom Fax System
FO-TEL-009
PABX Adcom Mail System
FO-TEL-010
Public Address Paging System
FO-TEL-011
Wake up Call
FO-TEL-012
Personal calls
FO-001
Baggage Service
FO-002
Business Center Service
FO-003
Engineering Service
FO-004
Handling Guest Complaints
FO-005
Handling Incoming Calls
FO-006
Housekeeping Service
FO-007
Room Service-Incoming Call
FO-008
In-Room Dining Order
FO-009
Runner Service
Front Office Terms to Know
A.H.&M.A.
American Hotel and Motel Association.
Accommodate
A promise of a room for a guest if not in that hotel,

then a commitment to find a room elsewhere.
Adjoining Rooms Two or more rooms side by side without a connecting

door between them. In other words, rooms can be adjoining
without being connecting.
Adjust/Adjustment A correction of an error that occurred on a previous day.
Advance Deposit Prepayment of room charges.
Average Daily Rate The average of rates charged for guest rooms during
one day of business. Method of computation:
ADR = Total guest room revenue divided by number
of rooms sold.
Bank
Funds issued to cashier for handling guest transactions

which must be balanced at the beginning of each shift.
Block
A group of rooms held at the request of Sales or Catering.
Blocked Room Room numbers assigned in advance of arrival on the

same day of arrival.
Booking Agreement Reference material for a number of reservations made
under a company or group.
Bucket Tray used for filing guest folios by room number at Front Desk.
Bucket Check When you compare the room board with the bucket.
Budget Check
AM & PM comparison of guest bucket folios with room
rack to verify accuracy of account.

Catch the Spirit Catch the training spirit with our Catch the Spirit
Phase I education program. The program includes a
three-part video training series, facilitators guide and
certification program through Plaza Royale International, Inc.,
prepared for Front Desk, Housekeeping and Maintenance
employees.
Catch the Spirit Phase II, will continue the educational tools
that support line-level staff. The focus this year is on the Front
Office Professional and Lobby Retailing.
The Front Office video based training program is geared
toward front desk etiquette, multi-tasking, handling guest
complaints and sales techniques. The Virtual Lobby video will
highlight the ways to merchandise your lobby to successfully
sell all property features and Amenities.
Check-ln Hotel day starts at 6:00 a.m.; however, occupancy of rooms by
arriving guests may not be possible until after the established
check-out time (usually 1:00 p.m.).
Check-Out (verb) To vacate a hotel room, (taking luggage), turn in key and
pay bill; (noun, hyphenated) a room that a guest has officially
vacated. Check-out time is usually 1:00 p.m.
Comforts of Home Every Plaza Royale guest will get all the little extras
to make their stay even more comfortable: in-room
coffee-maker, DM/FM alarm clock radio, weekday
newspaper. And at participating locations, they will enjoy free
local phone calls and no long distance access charges. Just
one more way to add more value to your guests stay.
City Ledger Front account turn to back account

Closed Dates Dates on which nothing can be rented because of a full-house.
Commercial Rate Rate agreed upon by company and hotel for all individual
room reservations.
Commission Payment Percentage of room rate paid to travel agencies for their
hotel bookings.
Complimentary Room, Comp A room free of charge.
Confirmation A written notice to guest in advance of arrival that room has been
reserved.
Connecting Rooms Adjacent rooms with a connecting door in between.
Convention An assembly of association attendees or employees of companies
gathering for a common purpose, usually including meetings,
banquets, and room accommodations.
Corporate Rate Guaranteed not more than room rates extended to a major
company using hotel often.
Day Rate Renting room for part of hotel day, normally 9 a.m.-6 p.m. Rate is 50%
of double rate for that room.
Deposits A monetary payment to hotel by guest in advance of arrival to assure
room will be held.
Desk Information Book Contains information which needs to be used for
reference.
Direct Bill An account which has been approved by the manager and to which
we will send a bill after check-out. The folio must be signed by the
guest at check-out.
Discount Rates Usually refers to a 50% discount extended to travel agents and
airline employees (some units may include a discount to
government employees and others on a per diem basis).
Double A room to be occupied by two people.
Double Double Room A room with two double beds.
Efficiency An accommodation containing some type of kitchen facility.
Flag A colored plastic chip placed in the room rack to designate the status of
the room check-out, recent check-in, etc.
Flat Rate Specific room rate for group, agreed upon by hotel and group in
advance.
Folio Used to record the details of all business transacted between the hotel
and guest during the guests stay.
Forecast Assuming future occupancy of the hotel and final availability status.
Front Desk Area where guest checks into hotel, where keys are kept, where mail
is distributed and from which information is dispensed.
Front Office Area where information regarding guests is kept; also
Assistant - Managers office.
Front Office Cashier Person who adds up all charges made to a room and
Collects money upon departure guests who occupied it.
Front Office Agent Person who helps guests check- in and keeps track of rooms
available.
Front of the House Entire public area.
Full Comp No charges made for room, meals taken in hotel,
telephone , valet or any items.
General Clean Indicates thorough cleaning of guest room and bath; done on a
periodic basis.
Group Code Type group name on folio under rate information.
Group Reservation A specified minimum number of reservations of rooms
handled by the sales department.
Guarantee Figure given by function planner to hotel, at least 24 hours prior to
function, stating number of persons to be served. Most hotels are
prepared to serve at least 5% over the guaranteed figure. Payment
is made on a basis of the guaranteed number of covers or total
number served, whichever is greater.
Guaranteed No-Show (GTD-NS)
Guaranteed Reservation (GTD) Assuming guest does not arrive and cancel the
reservation on time, so should be pay the room charge by company, travel
agent and person and meanwhile offer their companys credit card.
Guest Charge Anything put on guests bill purchases, room service, telephone,
valet, etc.
Guest Folio See folio.
Held Luggage Guests property held in lieu of payment for accommodations
High Balance Report Prepared for night audit report to notify Front Office
Manage.
Hold for Arrival Mail and packages, etc. arriving prior to arrival of guest. Hold
for Arrival is noted on article.
Hold for Arrival
Home Office Rooms Each Home Office room is outfitted with a large, well-lit
work desk with telephone, with computer dataport, so
your guests can work comfortably and effectively at every
Plaza Royale location.
10
Hospitality A room used for entertaining (cocktail party, etc.)

Usually a function room or parlor.
Hospitality Suite A parlor with connecting bedroom(s) to be used for
entertaining.
Housekeeping Reports Reports turned in to Front Desk by Housekeeping late in
afternoon and used to verify that Housekeeping and
Front Desk show same status on all rooms inventory.
House Count How many rooms have been sold for that night.
Information Rack Revolving rack at PBX with all guest information slips filed
alphabetically.
Inspected Room has been thoroughly checked by an inspectress, supervisor or
housekeeper.
Junior Suite A large room with a partition separating the bedroom furnishings
from the sitting area.
Kids Go Plaza Royale At Plaza Royale, kids always stay free and get free Fun
Packs. And because we care about families, we have teamed
up with Scholastic, combining the best of travel, entertainment
and education.
King Largest size bed available from manufacturers; may be 80" by 80" or 72" by
72"; may be formed by putting two twin mattresses crosswise on twin box
springs.
Log Book Daily diary where special instructions are noted for follow up and/or
documentation.
MAP (Modified DMerican Plan) Rate includes breakfast, dinner and room.
M.l.P.
11
Most Important Person.
MTD Month to date-these are the accounting totals showing the revenues and
expenditures for a specific month as of a specific date.
Make Up Change linen on beds, clean room and bathroom, while guest is
registered in room.
Manager on Duty (M.O.D.) Assumes full responsibility for the hotel in the absence
of the General Manager.
Master Bucket Contains internal and master folios.
Night Auditor Person who balances hotel accounts and posts all guest charges
on bills.
No Show A confirmed reservation which has not been claimed by the customer.
Occupancy Number of rooms actually in use.
Open The availability of guest rooms for sale.
Operation Functioning of a hotel, especially activities, dealing directly with
serving guests.
Out of Order Rooms Rooms that cannot be occupied by guest due to
physical reason like painting defective plumbing, etc.
Oversold Reservations have been accepted beyond a hotels capacity to
provide rooms.
Package Tours Special package prepared by tour operators including
rooming, sightseeing, dining, etc.
Parlor A sitting room which may or may not have sleeping accommodations.
Plant The entire hotel operation.
Pre-block Assigning a specific room or suite number prior to actual arrival date
of guest.
Pre-Registered Guests registered and room number assigned prior to arrival.
Guest needs only to sign.
12
Property A hotels building, land and all facilities connected with it.
Queen A room with a queen sized bed.
Rack Rate Maximum room selling prices as established by management.
Rebate Part or all of rental refunded to guest.
Register The guest check-in procedure.
Relocate or Walk Guest accommodated at another property because hotel
was unable to offer his request.
Reservation Advance request for a hotel room.
Reservation Card Special reservation request form printed for specific
conventions.
Rollawa Portable bed, usually twin or double size.
Roll In Put rollaway bed in guest room.
Roll Out Take rollaway bed out of guest room.
Room Changes Guest changing from one room to another.
Room Board A piece of Front Office equipment representing the guest rooms in
the form of metal pockets in which colors and symbols identify the
accommodations.
Rooming Escorting guest to assigned room.
Rooming List List of names participating in a group reservation block.
Room Revenue Report Report made out by 3-11 agents showing revenue
received for each room number, number of occupants in
room.
Rooms Status Availability of guest rooms for sale, i.e. ready, check out etc.
13
Run of the House Rate An agreed upon rate generally priced at an average
figure between minimum and maximum for group or
corporate accommodations.
Security Department who responsible for protecting the hotel staff and guests
personal and property safety.
Selling Up Making an effort to sell the better, higher rated room.
Sell Out/Sold Out All available rooms reserved or occupied on a specific date.
Sell Through Accepting reservations for multiple nights through sold out dates to
increase occupancy on open dates.
Share (or Share With) A guest who joins with another guest already occupying a
room at a hotel (non-family).
Single Room to be occupied by one person.
Skips Guest leaving hotel without paying the bill.
Sleepers Rooms not physically occupied (possibly skips) and not discovered by
Front Desk , therefore, room not rented due to account still being
active.
Sleep-Out A room in which the guest did not sleep in bed.
Studio A room with one double bed and a couch.
Suite A large room with a sitting area and sleeping area which can be closed
off with a door
SuperMiles The SuperMiles program lets your guests earn free hotel stays, car
rental awards and airline mileage vouchers for travel on
Continental, TWA and Canadian Airlines. The more they stay at The
Rich Prada, the greater their rewards.
Tidy-Up To straighten and clean a room after guests departure when full
service has been given earlier.
14
Tourist/Economy Commercial-type hotel (usually without private bath.)

Turn Down Evening service-removing bedspread and turning down bed,
straightening room and replenishing used supplies and linen.
Twin A room with two twin beds.
V.l.P. A guest, who for a variety of reasons has been designated by
management to receive special treatment. Usually pre-registered and
should be escorted to room by a management representative.
Vacant and Ready A room that is unoccupied, cleaned and ready for renting.
Walk the Guest A guest who has reservations, but cannot be accommodated
is taken (gratis) to another hotel where rooms have been
procured and paid for by walking.
Walk In Person(s) requesting accommodations for that night who has no
reservation.
Walk Out When a guest leaves hotel without paying his bill.
15

Subject
Policy No
Page
Distribution
: Bomb Threat
: FO-DM-002
: 1 of 3
: Executive Committee
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To minimize alarum among the guests and employees of the hotel.
To safeguard the lives of both guests and employees through proper

evacuation if necessary.
To eliminate any form of negative publicity to the hotel.
Policy
It is the hotels policy to establish a well coordinated, serious and safety
response to a bomb threat in liaison of the police and expert team.
Procedures
1. Usually a Bomb Threat comes in the form of a telephone call or by way of a
letter, a written message and mail parcel.
2.
Anyone who receives a threatening call will try to establish maximum

information from the caller and complete the prescribed Bomb Threat Form.
Signal another telephone operator or nearby security officer to set trace on
the line. Afterwards the Security Department should be informed
immediately.
3.
If the mail attendant or secretary receives a letter or parcel, which is

suspected to be a bomb or other incendiary device, the letter or the parcel
should not be touched. Immediately inform the Security Manager.
16

Subject
Policy No
Page
Distribution
4.
5.
6.
: Bomb Threat
: FO-DM-002
: 2 of 3
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Bomb Search
A search for the bomb will be conducted if the time of detonation given is
more than 30minutes.
With the approval of the General Manager and Security Manager, Police
and authority will be contacted to carry out bomb search.
Evacuation
An immediate evacuation will be carried out if the time of detonation is less
than 30 minutes with the approval of The General Manager and Security
Manager.
Police and authority will be contacted to assist in the crisis management.
Action to be taken
Contact all Department Heads / Supervisors to mobile all available staff to
check their work place for any suspicious parcel or object.
Do not touch anything that is strange and suspicious.
Inform the Security Manager if anything suspicious found.
7.
For the safety of the guest, employees and hotel property, all employees
has to remain calm and coordinate well with the command center for any
necessary action to be taken according to the instructions of the police
and bomb expert.
8.
No one should act on his instinct, which will expose the safety of the entire
team to the bomb threat during the crisis.
17

Subject
Policy No
Page
Distribution
: Bomb Threat
: FO-DM-002
: 3 of 3
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
THE RICH PRADA BALI

BOMB THREAT FORM
BOMB INFORMATION
Location in the hotel: ____________________________________________
Time the bomb explodes: ____________________________________________
How to recognize the bomb: ________________________________________
What type of bomb
: _____________________________________________
CALLER DESCRIPTION
Sex
: _______________
Age range : ________________________
Nationality
: __________________________________________________________
Type of accent : __________________________________________________________
Talking speed : __________________________________________________________
Other characteristics: _____________________________________________________
Reason for placing the bomb: _____________________________________________
Part of political organization: ______________________________________________________
OTHER
Time of the call : ___________________________________________________________
Duration of the call : _________min.
Call taken by: _______________ Call witnessed by__________________________
Telephone number traced: ________________________________________________
REMARKS
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
CC:
18

Subject
Policy No
Page
Distribution
: Car Accident
: FO-DM-003
: 1 of 2
: All Associates
Effective Date :
Issued by
: FOM
Approved by :General Manager
Department Head A&B
Objectives
To ensure that the whole process is handled efficiently in the best interest of
both car owner and management.
Policy Statement
It is the hotels policy that all car accidents on the hotel premises are handled
efficiently in the interest of both car owner and management.
Procedures
1.
Inform the Security Department
2.
If the accident occurred in front of the hotel, the cars have to be moved to
lower EFMund as soon as possible.
3.
The discussion to resolve the matter has to proceed in a discrete manner,

not to arouse any public attention or crowd.
4.
Non-related hotel staff to resume their duty and are not allowed to be
involved in the discussion.
5.
Polaroid picture is to be taken of the damaged vehicle as well as the object

damaged by the car.
6.
Arrange the damaged vehicle to a reliable car workshop for repair.
19

Subject
Policy No
Page
Distribution
: Car Accident
: FO-DM-003
: 2 of 2
: All Associates
Effective Date :
Issued by
: FOM
Approved by :General Manager
Department Head A&B
Remarks
Following information is required for insurance:
Guest name
20
Copy of passport or ID
Guest driving license
Contact and phone number
Vehicle number
Copy of car registration and insurance policy
Brief of the accident occurred.
Damage and estimated cost
Hotel employee involved
Copy of the identification card of employee involved
Copy of the driving license of employee involved

Subject
: VIP Check in
Effective Date
Policy No
Page
Distribution
: FO-DM-012
: 1 of 3
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objective
To provide VIP service for all VIP guests
Policy Statement
It is the policy of the hotel that every VIP is warmly greeted by the DM and
the concerned Department Heads upon arrival as soon as the VIP gets out
of the car.
Procedures
1. Make sure the room is thoroughly checked, in a perfect condition and VIP
Amenities and welcome letter are in the room The VIP2 room needs to be
blocked on the same day and the VIP1 room needs to be blocked one day
prior to arrival.
2. Prepare the registration card as complete as possible as well as a typed key
card holder and key (make sure the key is tested).
3. Put all in a check in folio, together with a pen and the HFA (Hold For Arrival)
messages and faxes.
21

Subject
: VIP Check in
Effective Date
Policy No
Page
Distribution
: FO-DM-012
: 2 of 3
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
4. Coordinate with the Hotel Representative and inform the managers 15

minutes before the VIP is due to arrive.
5. Have the Check In Folio ready, together with the HFA messages and faxes
and wait for the VIP at the entrance of the hotel outside.
Greet the guest by name and welcome him to The Rich Prada Bali
( Hotel Name )
6. Wait till formal greetings from management are finished and inform the
guest that he has the privilege to check-in in the privacy of his own room. If
the guest hesitates, suggest the Lounge of the Executive Floor (for Executive
Floor guests only) or either the EF desk or the Front Desk.
7. Confirm the number of luggage with the guest and make sure the Bellboy
gives priority to the VIP luggage.
8. Show the guest the way to the elevator and introduce some of the hotel
facilities.
9. Open the door for the guest, switch on the light and hold the door for the
guest.
10. Check with the guest if the room is at his satisfaction, offer the guest a seat
at the desk and request for his signature on the Registration Card politely.
22

Subject
: VIP Check in
Effective Date
Policy No
Page
Distribution
: FO-DM-012
: 3 of 3
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
At the same time the Executive Floor Agent offers the welcome tea.
11. Offer the VIP a cup of tea and ask the guest for his credit card number.
Also inquire if the guest is a Plaza Royale Reward Member, and if they need
the flight reconfirmed, or a limousine to be arranged.
12. Hand over the HFA messages and faxes and inquire if you can be of
further assistance.
13. Wish the guest a pleasant stay and open the door for the Bellboy for the
luggage.
14. Return the Registration Card to the Front Desk and ensure that it is
checked into the system correctly.
23

Subject
: Accident Guest
Effective Date
Policy No
Page
Distribution
: FO-DM-014
: 1 of 3
: All Associates
Issued by
: FOM
Approved by
: General Manager
Department Head A&B
Objectives
To ensure that the injured guest is being treated with medical attention
immediately.
The life of the injured guest is safeguarded through prompt action.
Policy Statement
It is the hotel policy to ensure that any accident involving a guest is handled
promptly to safeguard his live.
Procedures
1.
Once an accident occurs, the Security Manager or in his absence the

Security Assistant Manager is informed immediately as well as the Lobby
Assistant Manager.
2.
First aid to be applied immediately with the readily provided First aid box
and equipment.
3.
Arrange to send the injured to the nearest clinic or hospital for treatment
per hotel car decided by the Lobby Assistant Manager.
4.
If the guest is in a severe condition, do not remove the guest at all,

administer emergency treatment if possible, and arrange an Ambulance.
5.
Get ready the service lift for the Ambulance and medical crew so that
prompt action can be taken.
24

Subject
: Accident Guest
Effective Date
Policy No
Page
Distribution
6.
Issued by
: FO-DM-014
: FOM
Approved
by
: 2 of 3
: General Manager
Department Head A&B
: All Associates
The injured is brought down through areas that are at the back of the house
to avoid guest contact.
7.
A team member of the Security Department should be summoned to escort

the injured to the hospital, to assist the injured.
8.
General Manager, Executive Assistant Manager and Security Manager has

to be informed immediately.
9.
Contain the spread of the news of the accident by ensuring the teDM
member involved maintain confidentiality.
10. If the accident occurred in a guestroom, security team member is to be

positioned to prevent unauthorized persons from entering.
Security is to ensure that the DMbulance is directed to the loading dock area.
11. If the accident occurred in the guestroom and the victim is accompanied
by a friend or relative, a change of room should be offered. The room which
accident occurred may need to be double locked for further investigation
purposes.
12. If the victim is not accompanied by anyone, every effort must be made to
contact the next of kin through information on his passport. The Embassy of
guest nationality is to be contacted if necessary.
13. Guests travel documents should be checked and Airline or Tour Agent
notified.
14. The Incident is to be kept in absolute confidentiality to all parties, especially
the Press.
25

Subject
: Accident Guest
Effective Date
Policy No
Page
Distribution
: FO-DM-014
: 3 of 3
: All Associates
Issued by
: FOM
Approved by
: General Manager
Department Head A&B
15. All inquiries are to be handled by the PR Manager or the General Manager.
16. An Incident Report is filled up by the Security Department
26

Subject
: Guest Complaints and

Disputes
Effective Date
Policy No
Page
Distribution
: FO-DM-017
: 1 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To resolve guest complaints and disputes in an efficient and professional

manner.
To ensure highest level of guest satisfaction and hotel interest.
To report to the management so as to review the complaints to rectify any
problem and prevent loss of future business opportunities.
Policy Statement
It is the policy of the hotel that all guest complaints and disputes are solved
DMicably in the highest level of guest satisfactions and hotel interest.
Procedures
1.
Greet and acknowledge the guest appropriately.
2.
Invite the guest to the Guest Services Desk or Offer the guest to the lounge
for a discussion - this is to move the guest away from the Front Desk to avoid
making a scene.
3.
Listen to the guest complaints carefully, maintain eye contact, do not make
funny faces or giggle no matter what the complaint, take down any details
if necessary.
4.
Show empathy and make sure the guest feels that you understand his
situation, and apologize for the inconvenience caused.
27
Subject
: Guest Complaints and

Disputes
Effective Date
Policy No
Page
Distribution
5.
Issued by
: FO-DM-017
: FOM
Approved by
: 2 of 2
:General Manager
Department Head A&B
: All Associates
If the guest will not quiet down, or demands to see the manager, it is
advisable to seek assistance from a colleague with a higher position.
6.
Resolve the matter immediately by offering alternatives that ensure the

interest of both the guest and the hotel.
7.
If the matter could not be resolved immediately, inform the guest the
necessary action to be taken and will keep him duly informed until he is
satisfied with the situation.
8.
Thank the customer for bringing up the matter to assist the hotel to rectify it
shortcomings
9.
Check back with the customer to ensure satisfaction
10. Log down the incident in the Log Book for Management review.
Ensure that all details are recorded in the guests profile for future reference.
Remarks:
Do not:
Talk the guest down
28
Be defensive
Be impatient
Blame another employee or department
Blame the guest
Do not argue back

Subject
: Request for Doctor

/ Hospitalization
Effective Date
Policy No
Page
Distribution
: FO-DM-019
: 1 of 4
: All Associates
Issued by
: FOM
Approved by
: General Manager
Department Head A&B
Objectives
To ensure that the guest receives professional treatment in case of illness
Policy Statement
It is the policy of the hotel to establish written procedures for guests who
request a doctor or require hospitalization.
Procedures In House Clinic

1. If the guest requests to see a doctor, during opening hours of the clinic, page
the Nurse from the In-House Clinic
2. Inform the DM which guest requests to see a doctor and that you have
paged the nurse
3. The EFM will pick up the nurse and escort her to the guest room
4. The fee for the consult and medicines can be charged to the guest room.
5. If the guest requests to see a doctor, when the clinic is closed, the EFM will
confirm with the guest if the doctor needs to come to the hotel or if the guest
wants to go to the hospital.
29

Subject

/ Hospitalization
Effective Date
Policy No
Page
Distribution
: FO-DM-019
: 2 of 4
: All Associates
Issued by
: FOM
Approved by
: General Manager
Department Head A&B
6. In case the guest requests for a doctor to come to the hotel, the hospital who
is in charge of the in house clinic has to be contacted
7. When the doctor arrives at the hotel, the EFM will escort the doctor to the
guestroom.
8. If the guest needs to be hospitalized, the DM will be responsibility to ensure

that the guest is transported to hospital by taxi, limousine or Ambulance.
9. If staffing permits and the guest would like, assign a staff member fluent in
both English and Chinese to accompany the guest.
10.
a) Explain to the guest the hospitals policy regarding payment of

accounts
Obtain a medical authorization form from Front Desk, Security or
DM manual. Have the guest sign the form prior to departing The
Rich Prada Bali hotel for the Hospital (sample attached).
b) copy of this form should accompany the guest to the hospital.
30

Subject

/ Hospitalization
Effective Date
Policy No
Page
Distribution
: FO-DM-019
: 3 of 4
: All Associates
Issued by
: FOM
Approved by
: General Manager
Department Head A&B
c) After the guest received treatment, the doctor should notify the
MOD of the total charges and whether the guest paid for them or
if they are being billed to our hotel. If they are being billed to the
hotel, a miscellaneous charge needs to be completed and
posted to the guestroom account (sample attached). When
posting in Fidelio for explanation, type: Medical Treatment.
d) Should the guest decide not to go to the hospital or change
and want to go to another hospital, it is the DMs responsibility to
advise the doctor immediately regarding this change.
Remember the following:
1. It is the DMs responsibility to coordinate all dealings between
the doctor and the hotel guest.
2. It is the DMs responsibility to ensure the medical authorization
form is filled out by the guest going to the hospital.
3. It is the DMs responsibility to advise the doctor in the event that
the guest changes his/her mind and advise guest of the
charges that will be incurred.
Keep the following in mind:
31

Subject

/ Hospitalization
Effective Date
Policy No
Page
Distribution
: FO-DM-019
: 4 of 4
: All Associates
Issued by
: FOM
Approved by
: General Manager
Department Head A&B
When a guest has requested a doctor , the doctor may have to stop
what he is doing or has to get up, get dressed and go to hospital or come to our
hotel The doctors that Service our hotel many times give up their own personal
time to treat our guest, therefore it is important that the guest is sure he wants
the doctor and that once the doctor is called or goes to a location to deliver
treatment that the guest is there also.
Procedures
1. Procedure will be that bills incurred will be sent immediately to the Front Desk
for charging to the room account only when the guest does not, or neglects
paying at the hospital.
2. Appropriate forms must be available at all hours for admission and kept with
the Front Office Manager, Security Manager and DM Book, so the doctor on
call can easily obtain when required.
3. Chaperone is necessary only when the duty nurse is off duty in the evenings.
When required, the doctor should contact Front Office Manager, Security
Manager or DM.
4. To avoid delays or misunderstanding, the Manager handling the case should
make sure that the guest is sent to the designated hospital as advised by the
Doctor.
32

Subject
Policy No
Page
Distribution
: Fights
: FO-DM-020
: 1 of 2
: All Associates
Effective Date :
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To handle incident pertaining to fights in a safe manner so as to avoid any

form of inconvenience or harm to other guest, teDM member and hotel
property.
To resolve the fight as soon as possible in a diplomatic manner.
To minimize any dDMage or losses that is caused due to the fight.
Policy Statement
It is the policy of the hotel that any incident pertaining to fights are handled in a
safe manner with minimum losses.
Procedures
1.
The Lobby Assistant Manager and the Security Manager have to proceed
to the scene immediately to attend to the case.
2.
If the fight was due to alcoholic influence, instruct the bar tender and outlet
teDM member to discontinue further liquor service.
3.
The Security teDM has to make attempt to stop the fight in a tactful but firm
manner.
4.
Inform the party involved to leave the outlet as their actions has disrupted
the business of the outlet and other patrons.
5.
The security teDM is summoned to escort them out of the hotels premises.
33

Subject
Policy No
Page
Distribution
: Fights
: FO-DM-020
: 2 of 2
: All Associates
Effective Date :
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
6.
Do not involve the Police unless the situation is out of control and causing
dDMage to the hotels property, other patrons or teDM members and with
the approval of the Security Manager.
7.
The incident has to be handled discreetly; the reason not calling the Police
is to protect the image of the hotel.
8.
Any inquiries or question from the public is directed to the PR Manager.
9.
An Incident Report is made by Security Department and forward to the

Management for investigation and action.
34

Subject
Policy No
Page
Distribution
: Fire
: FO-DM-021
: 1 of 4
: All Associates
Effective Date :
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To minimize alarm DMong the guests and employees.

To safeguard the lives of both guests, employees and hotel property through
establish a fire-fighting plan.
To eliminate any form of negative publicity of the hotel.
Policy Statement
It is the policy of the hotel to safeguard the lives of guest, employees and hotel
property through effective Fire Fighting Management that complies with the
requirement of law.
Procedures
1.
On Discovering A Fire
a) Raise the alarm immediately.
b) Telephone the operator with location of the fire.
c) Assist any guest to safety.
d) Decide if you could tackle the fire. If you could, use the fire extinguisher
provided.
e) If not, close all doors and windows.
f) Wait at the nearby safety exit for the fire fighting teDM to arrive.
35

Subject
Policy No
Page
Distribution
2.
: Fire
Effective Date :
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
: FO-DM-021
: 2 of 4
: All Associates
On Hearing the Alarm Ring Continuously
a) Stop what you are doing.
b) Assist guest towards exit.
c) Close doors and windows.
d) Switch off gas and electrical appliances.

e) Prepare Back Up Report comprises of:
In House Guest List By Room Number
Arrival list
Departure list
Guest Detailed Balance Report
f) Answer any inquiries calmly that investigation is being carried out

g) Wait for further instruction.
3.
Do Not
a) Telephone to check if evacuation is required
b) Use the lifts.
c) Rush about or panic.
d) Open a door if smoke is emerging from underneath.
e) Wait to collect belongings.
36

Subject
Policy No
Page
Distribution
4.
: Fire
: FO-DM-021
: 3 of 4
: All Associates
The Fire Fighting TeDM
Effective Date :
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
a) The telephone operator receives the fire alarm and will page for fire
fighting teDM to come to the scene and all the supervisors.
b) The fire fighting teDM has to be professionally trained in this field to carry
out fire fighting action. Therefore Fire drills and training must be exercise
regularly.
c) The fire fighting teDM has to feed back to the telephone operator within
5 minutes if a fire brigade should be dispatched.
d) If the fire fighting teDM can contain the fire, the telephone operator will
call the fire brigade to inform that no action is required at this stage.
5.
Evacuation
a) The fire brigade teDM is contacted whenever an evacuation is required
b) Partial evacuation is carried out for the safety of the guests and
employees of the affected area only. This will minimize alarm and
disturbance to others.
c) Total Evacuation is carried out if the situation is beyond control.
d) Instruction to evacuate must be given by the General Manager. The
General Manager and the Security Manager will proceed to the
Emergency Command Centre (PABX Room) to give command on the
evacuation.
e) Emergency paging will be carried out by Public Address System.
37

Subject
Policy No
Page
Distribution
: Fire
Effective Date :
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
: FO-DM-021
: 4 of 4
: All Associates
f) Announcement for evacuation will be made to the guests and
employees to leave the hotel through the nearest fire exits and assemble
at the assembly point.
The Department Head will gather the back up report and duty roster
g) proceed to the assembly point.

h) All cashiers will gather their cash and necessary documents and proceed
to the assembly point.
i) A count of the hotel guests and employees on duty will be carried out
and report to the authority.
6.
Resume Duty After The Fire

a) The guests and employees will wait for instruction to return if the fire has
been extinguished.
b) The employees return to their work counter and proceed with necessary
report and action to reinstate the operation.
7.
Reports
The Department Heads of the department which were affected by the
fire should write report about the evacuation and submit within 24-hours
to the top management
38
Subject
: Lost & Found
Effective Date
Policy No
Page
Distribution
: FO-DM-022
: 1 of 1
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To ensure that the guest knows his loss is taken seriously and that everything
is done to recover the lost item.
Policy Statement
It is the policy of the hotel to assist the guest in every way in locating his lost
items
Procedures
1. Check with the guest the location where he lost his item.
2. Contact the Housekeeping Department and ask if the item was found.
3. If Housekeeping has the item the Lost & Found should be picked up by a
Bellman and brought to the GSO together with a Lost & Found Claim Record
Slip.
4. Assist the guest in filling up the form completely.
5. If no Lost & Found was reported to Housekeeping, contact the Supervisor /
Manager of the outlet where the item was lost if nothing found take the
guest to the outlet to point out where he was seated.
6. Get exact details of the item lost as well as the guests contact telephone
number and address (out-side guests only).
7. Inform Security Department of the case for further investigation
8. If the item can not be located, contact the guest the following day and
explain that nothing is found so far, and should we locate their item we will
contact them..
39

Subject
Policy No
Page
Distribution
: Safety Box
: FO-DM-024
: 1 of 2
: All Associates
Effective Date :
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To give guests another option to store their valuable than their room
Policy Statement
It is the hotels policy to offer in-house guests the possibility of using the
safety boxes of the Front Desk
Procedures
1.
Open the door for the guest.
2.
Ask the guest to close the door behind him
3.
Greet the guest and ask the guest for his key card holder to confirm
guest name and room number.
4.
Ask the guest fill up the form for temporarily safety box usage from
Accounting Department
5.
Chose a safety box according to size of the item.
6.
Open the box with both keys and hand over the box to the guest do
not stare at the items or at the guest but allow the guest privacy.
7.
Give one key to the guest and put the other one back into the key
Cabinet
8.
Check the filed form, put the safe deposit number on the card and sign
your name
40

Subject
Policy No
Page
Distribution
9.
: Safety Box
: FO-DM-024
: 2 of 2
: All Associates
Effective Date :
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
File the second page of form according safety box number in the file for
the safety box forms
10.
Attach the first copy of the form with guest registration card
11.
Anytime the guest requests for his safety deposit box, the guest should fill
in the an identification record slip.
12.
Compare with the filled form and file the slip with the original form
13.
Record all status (open, use, close) on the log-book whenever use the
safe deposit box.
Remarks:
41
If a guest looses their safety box key, the DM must be informed,

and together with Engineering, Security and the guest, the lock
must be drilled open. The guest will be charged for the
replacement lock.
If a guest checks-out without returning the key, the safety box

will be opened after the period stated on the safety deposit box
request form
All safety box usage by staff should be approved by the

concerned Department Head and the Front Office Manager

Subject
Policy No
Page
Distribution
: Show Room
: FO-DM-025
: 1 of 2
: All Associates
Effective Date :
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objective
To ensure that the room will not be sold to a guest during the time the show
room is needed.
Policy Statement
It is the policy of the hotel that the room requested for show room is blocked
in the system and double-checked afterwards by Housekeeping.
Temporary Show Room Procedures

1. The TeDM Member will approach the Front Desk and mention which type of
room is needed for show room.
2. The Front Desk Agent will source a vacant clean room.
3. Assign the room number in the computer system and place the reason as
Show Room. This will ensure that the room is not sold or allocate to another
guest.
4. The key will be put in a key card holder and the room number will be written
down
5. Upon completion of the show room the key card and key will be handed
over to the Front Desk Agent
6. The Front Desk Agent will unassign the room number and calls Housekeeping
to double check the room to ensure cleanliness.
42

Subject
Policy No
Page
Distribution
: Show Room
: FO-DM-025
: 2 of 2
: All Associates
Effective Date :
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
7. The Senior Front Desk Agent will check all Assign Rooms on a regular basis to
ensure that the inventory is accurate.
Permanent Show Room Procedure
1.
If occupancy allows, the Front Desk Supervisor / TeDM Leader should assign
Permanent Show-Rooms (of each category), preferably on the same floor.
2.
Housekeeping should then block these rooms as Out-Of-Service (using the

Show-Room reason code).
3.
When associates request the show-room keys, they sign for the keys in the
reception log book, and sign the keys back in when they are returned.
43

Subject
: Hotel Inspection
Effective Date
Policy No
Page
Distribution
: FO-DM-027
: 1 of 1
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To ensure that sound is minimized during the nighttime and all guest can
enjoy a undisturbed night sleep
To ensure that guests and teDM members behave well during the night time
Policy Statement
It is the policy of the hotel to provide a safe, peaceful and disciplined

environment for guests and teDM members during nighttime
Procedures
1. The Night Manager will make regular rounds through and out-side of the hotel
with or without the Security Officer on duty.
2. He will inspect and monitor
a) Guest behavior in bars and on the floors
b) TeDM member behavior in outlets, offices, kitchens, etc. from all
departments
c) Work attitude, quality and progress
d) Uniform cleanliness and completeness
e) EFMoming
f) Deficiencies that need to be followed up
g) Unclean areas that need to be followed up
h) Car parking and taxi driver behavior
i) Etc.
3. All events out of the ordinary will be recorded down on the log book and all
events that need immediate action will be carried out with the assistance of
the Security Officer on duty.
44

Subject
: Incoming Faxes
/ Email at nighttime
Effective Date
Policy No
Page
Distribution
: FO-DM-028
: 1 of 1
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To ensure that the incoming faxes / Emails for the hotel guest are delivered
within 30 minutes.
To ensure that the incoming faxes / Emails are billed to the guest
appropriately.
Policy Statement
It is the policy of the hotel to provide efficient fax / Email services to the
guests.
Procedures
1. The EFM on evening shift and the Assistant Manager on night shift will check
all fax machines in the hotel during their rounds (e.g. Business Centre,
Reservations, Sales & Marketing, F&B Office, Executive Office), to ensure that
guest faxes are not kept waiting till the next morning when the offices open.
2. The EFM / Night Manager records down the incoming fax / Email and
charges the guest accordingly.
3. He ensures that the door is properly locked and hands the Fax / Email over to
the Bellman for delivery to the room.
45

Subject
: Valuables
Effective Date
Policy No
Page
Distribution
: FO-DM-030
: 1 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To take good care of the valuable items of the guest
To ensure that valuable items are not lost or dDMaged
Policy Statement
It is the policy of the hotel to secure all valuables that the hotel holds for
guests on a temporarily basis in the Front Office Safety Box.
Procedures
1. Upon request from the Front Desk, Concierge or other Front Office
departments the Guest Services Officer will store the valuable in the Front
Office Safety Deposit Boxes.
2. Items to be secured include air tickets, watches, cDMeras etc. that are
temporarily hold for in-house or out-side guests. Also signed credit card
vouchers from Front Desk for deposit and as required by Accounting
Department.
3. Put the items in either one of the safety deposit boxes assigned for Guest
Services and fill in the Log Book.
4. Sign out the item in the required log book upon retrieving the item and ask
the department to sign for receiving the item.
46

Subject
: Valuables
Effective Date
Policy No
Page
Distribution
: FO-DM-030
: 2 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Remarks:
Make sure the Front Desk Agent put the Credit Card voucher in
an envelope with guest name, room number, staying period,
type of credit card and ID / passport number. Check the
contents on the envelope and close with a staple
Make sure the room number and / or check out dates on the
envelopes are changed according instructions from Front
Office.
Make sure the envelopes are retrieved on the day of departure

and handed over to the Senior Front Desk Agent in order not to
slow down the check out process
Logbook
Safety Box log book
47

Subject
: Guest Birthday
Effective Date
Policy No
Page
Distribution
: FO-DM-31
: 1 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To wish guest a happy birthday
To provide guests with good hospitality
Policy
It is the policy of the hotel to recognize and present a birthday gift to all in
house guests celebrating their birthday while staying in the hotel.
Procedures Night Manager

15. Print and check the guest birthday report
16. Prepare the complimentary orders
Procedures EFM
1. Check the complimentary orders and wait till you receive the signed Birthday
Cards from the Front Office Manager.
2. Pass all to the Room Service who will prepare the set up in the room.
Procedures Birthday upon Check In
1. If the guest birthday is the same as the arrival day, the Front Desk Agent
should recognize the date of birth and wish the guest a Happy Birthday on
behalf of The Rich Prada Bali, in a discreet manner, and not in front of the
guests colleagues, or traveling companion(s).
48

Subject
: Guest Birthday
Effective Date
Policy No
Page
Distribution
: FO-DM-31
: 2 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
2. After the check in the Front Desk Agent notifies the EFM
3. The EFM arranges that a card and the complimentary voucher will be sent to
Room Service
Procedures Birthday upon Check Out
1. In case the guest birthday is on the same day as the departure day, the Night
Manager will prepare a gift and card signed by the FOM.
2. The card and gift will be passed to the Front Desk who will surprise the guest
upon check out.
49

Subject
: Incoming faxes
Effective Date
Policy No
Page
Distribution
: FO-BC-001
: 1 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
1. To ensure that the guest receives his complete fax
2. To inform the sender that the guest can not be reached by the hotel
Policy Statement
It is the policy of the hotel to provide efficient fax / Email services to the guests.
Procedures
1. Check the name on the fax against the computer system
2. Try every way to locate the guest in the system, e.g.:
Checked out guests
Guests with future bookings
Guests with cancelled bookings / no shows
Check by company name
Check by changing first and last name
Check Chinese/Cantonese spelling of the guest name
3. Type Facsimile Notice if the guest is not in-house and is not expected to arrive,
or:
*The fax is not legible
*The fax is not complete
50

Subject
: Incoming faxes
Effective Date
Policy No
Page
Distribution
: FO-BC-001
: 2 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
4. If the guest name can not be located in the system, send a Facsimile Notice
to the sender to request for more information.
5. Fill in all information on the Business Center Control Sheet
6. File the Facsimile Notice
7. Check the name of the guest daily in the system in case any reservation is
made in the mean time
8. If the guest can not be located after 14 days the fax has to be destroyed
unless the sender gave specific instructions not to do so.
9. If the received fax is illegible has pages missing send a Facsimile Notice to
the sender and request to re-send the pages again
10. Send the fax together with a copy of the Facsimile Notice to the guest
room so the guest knows the sender is informed already
11. Do not charge the fax immediately but wait till the re-send, legible and
complete fax is received
Remarks:
5/6 on faxes means that the current page is page 5 of a total of 6
Forms
Facsimile Notice
51

Subject
: Incoming Fax / Email
Effective Date
Policy No
Page
Distribution
: FO-BC-002
: 1 of 1
: All Associates
Issued by
: FOM
Approved by
: General Manager
Department Head A&B
Objectives
To ensure that the incoming fax / Email for the hotel guest is delivered within
30 minutes.
To ensure that the incoming fax / Email is billed to the guest appropriately.
Policy
It is the policy of the hotel to provide efficient fax / Email services to the
guests.
Procedures
1. Record the information on the Business Center Control Sheet
2.
Raise a Business Center Accounting Voucher and charge the guest

according the incoming fax / Email charges - no need for guest signature
for incoming fax / e-mail
3.
Prepare the envelope, write down the guest name and room number on
the envelope.
4.
Contact the Concierge to deliver the Incoming Fax / Email to the room
immediately.
5.
Ask the Bellman to acknowledge for pick up of the fax / email
6.
Post the charges to the guest account and distribute the voucher.
Remarks
Faxes for Admin are recorded on the Business Center Control Sheet but not
charged.
52
Forms
Business Center Control Sheet
53

Subject
Policy No
Page
Distribution
: Outgoing Fax
: FO-BC-005
: 1 of 2
: All Associates
Effective Date :
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To ensure that the outgoing fax for the hotel guest is faxed out as soon as
possible.
To ensure that the outgoing fax is billed to the guest accurately.
Policy Statement
It is the policy of the hotel to provide efficient fax services to the guests.
Procedures
1. Double check the fax number (also country and area code) with the guest
2. Raise a Business Center Accounting Voucher and fill in completely
3. Fill in the Business Center Control Sheet
4. Obtain the guest signature on the Business Center voucher. Verify guest
name and room number with the computer system.
5. Check if the guest would like to wait at the Business Center to collect the fax
or prefer the fax to be sent to his room.
6. Fax the document through without any delay.
7. Obtain the duration of the fax used and attach the Send Report from the fax
machine to the guest fax with a paper clip in order to ensure the guest that
the fax has been sent.
54

Subject
Policy No
Page
Distribution
: Outgoing Fax
: FO-BC-005
: 2 of 2
: All Associates
Effective Date :
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
8. Calculate the total Amount to be charged according to the rate established

by the hotel and complete the Business Center Voucher by filling in the
Amount.
9. Post the charges to the guest account.
10. Distribute the Business Center voucher.
11. Prepare the fax envelope, write the guest name and room number on
the envelope and include the Send report from the fax machine.
12. Contact the concierge to deliver the Outgoing fax to the room
immediately, and ask the Bellman to initial the Control Sheet for receiving the
envelope. If there is any difficulty to fax out any document, the guest must be
contacted immediately to verify the fax number and to keep the guest
informed on any progress.
.
Forms
55

Subject
Policy No
Page
Distribution
: DHL / EMS
/ Courier Services
: FO-BC-006
: 1 of 5
: All Associates
Effective Date
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To provide the guests with complete Business Center Services
Policy Statement
It is the hotels policy to provide guests with professional and reliable courier
services through the Business Center.
Procedures Local Courier

1. The guest requires a courier for his documents / package and within (area
name)
2. Fill in an EMS Form completely and clearly
3. Fill in a Business Center Accounting Voucher and ask the guest to sign charge
according to the destination.
5. Call the Express Company at telephone: (
) and ask them to pick up the
documents as soon as possible and within 30 minutes.
6. Ask the company to give a proper bill of the service provided
7. Pass the original bill to the Accounting Department attached with the correct
page of the B/C Accounting Voucher
56

Subject
Policy No
Page
Distribution
: DHL / EMS
/ Courier Services
: FO-BC-006
: 2 of 5
: All Associates
Effective Date
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Procedures EMS
1. The guest requires a courier for his documents / package and request
specifically EMS service
2.
Give the guest EMS Form and help the guest to fill in all the required items:
a) Date and time of posting
b) Specific address and name of both sender and receiver. Also
accurate telephone number and post code
3.
c) Contents of the envelope

d) Type (e.g. letter, file, and package)
e) Guest signature
Check if information is on all 4 copies;
4.
Weight the EMS envelope on the scale:
5.
Inform the guest about the regulations of the weight and how much the
guest is charged
6.
Give the Senders Copy of the EMS form to the guest and stick the other
pages within the frDMe on the envelope
7.
To get informed of the current status of the EMS parcel, the guest /
Business Center can call (Number)
8.
Fill in a Business Center Accounting Voucher and ask the guest to sign

10. Call the Express Company at telephone (number) and ask them to pick
up the documents as soon as possible and within 30 minutes.
57

Subject
: DHL / EMS
/ Courier Services
Effective Date
Policy No
Page
Distribution
Issued by
: FO-BC-006
: FOM
Approved by
: 3 of 5
:General Manager
Department Head A&B
: All Associates
11. Ask the company to give the hotel a proper EMS bill
12. Pass the bill to the Accounting Department attached with the correct
Remarks:
Every letter on all copies of the EMS form are clear and easy to identify.
Prohibited articles as cash money and animals are not allowed to be send
as EMS items.
In case of any inquiry the guest has to contact the post office from where
the parcel is send, within 4 months, and presenting the 4th copy of the EMS
form. No inquiry exceeding this period is accepted.
Procedures DHL
1. The guest requires a courier for his documents / package and request
specifically DHL service
2. Check if DHL service is available in the requested country and place
3. Give the guest DHL Form and help the guest to fill in all the required items:
a)
b)
c)
d)
58
Senders name, and details

Receivers name and details
Signature of the guest
Service
I.
File Express - describe the content as accurately as
possible (e.g. Brochures, letters)

Subject
Policy No
Page
Distribution
Effective Date :
: DHL / EMS
/ Courier Services
Issued by
: FO-BC-006
: FOM
Approved
by
: 4 of 5
:General Manager
Department Head A&B
: All Associates
II.
Package Express--- State the declared value (Customs
valuation) of the guests package
III.
Special Express - Collect service

a. Complete the shippers
provided by DHL Sinotrans.
Letter
of
liability
b. If guest are a cash guest, provide

Confirmation Letter from the Consignee
c.DHL bill the consignee and send guest the

confirmation of shipment delivery on request
e) Others (insurance, etc.)
8. Check if information is on all copies
9. Weight the DHL envelope on the scale
10. Inform the guest about the regulations of the weight and how much the
guest is charged
11. Give the Senders Copy of the DHL form to the guest and stick the other
pages within the frDMe on the envelope
12. To get informed of the current status of the DHL parcel, the guest / Business
Center can call the company or check on the Internet (http://www.dhl.com)
13. Fill in a Business Center Accounting Voucher and ask the guest to sign
59

Subject
: DHL / EMS
/ Courier Services
Effective Date
Policy No
Page
Distribution
: FO-BC-006
: 5 of 5
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
14. Fill in the Business Center Control Sheet all the Express Company at
telephone: ( ) and ask them to pick up the documents as soon as possible
and within 30 minutes.
15. Ask the company to give the hotel a proper EMS bill
16. Pass the bill to the Accounting Department attached with the correct
Forms
60

Subject
: Translator / Interpreter
Effective Date
Policy No
Page
Distribution
: FO-BC-007
: 1 of 4
: All Associates
Issued by
: FOM
Approved by
: General Manager
Department Head A&B
Objectives
To provide the guests with complete Business Center Services
Policy Statement
It is the hotels policy to provide professional translation / interpreter services

through the Business Center.
Procedures Translation
1.
Mention to the guest the prices and speed of the company and that the
service will be charged to his room
2.
Determine the needs of the guest:

a) Languages
b) Number of pages to be translated
c) Field of the papers (e.g. medical, technical, etc.)
d) How fast the guest needs the translation
3.
Call RELATED Translation company at telephone (number)

Mention to the company that you are from the Business Center in The Rich
Prada Bali Hotel and explain the guests requirements
4.
Check with the company the estimated price and time determined by
the guests needs
5.
Pass the information to the guest and ask if he accepts price and time
61

Subject
Effective Date
Policy No
Page
Distribution
6.
7.
8.
Issued by
: FO-BC-007
: FOM
Approved
by
: 2 of 4
: General Manager
Department Head A&B
: All Associates
Confirm with the company and ask at what time the document will be
Ready
Fax the pages to the company (fax number) and charge the guest
accordingly for the fax or ask the company to pick up the document if it
contains too many pages or is confidential
Ask the guest if the company can send the translated pages back by fax
and if the Business Centre can send the document to his room.
9.
Call the company on the time they agreed that the document would be
Translated
10. When you receive the document as well as a proper written bill, open a
Business Centre Accounting Voucher and fill in completely
11. For small or urgent translation services that can be done in-house by the
Business Center Staff, remember to check with the guest on any
words/phrases that have an unclear meaning or are very technical. This is to
avoid making mistakes.
12. Bring document to the guest as well as the voucher for the guests
Signature
13. Post the Amount in the guest folio.
15. Pass the original bill from RELATED to the Accounting Department
attached with the correct page of the B/C Accounting Voucher
Remarks:
1 page translated from Chinese to English or English to Chinese will cost
approximately CNY 150 and takes one day.
62
Subject
Effective Date
Policy No
Page
Distribution
Issued by
: FO-BC-007
: FOM
Approved by
: 3 of 4
: General Manager
Department Head A&B
: All Associates
Procedures Interpreter
1. Mention to the guest the prices and speed of the company and that the
service will be charged to his room
2. Determine the needs of the guest:
a) Languages
b) Length of session
c) Place of the session
d) Field (e.g. medical, technical, etc.)
e) When the guest needs the interpreter
f) Other
3. Call RELATED Translation company at telephone (
4. Mention to the company that you are from the Business Center in The Rich
Prada Bali and explain the guests requirements
5. Check with the company the estimated price determined by the guests
needs
6. Pass the information to the guest and ask if he accepts the price
7. Make specific arrangements with the company ideally the interpreter and
guest should meet in the Business Center
8. Ask the guest to sign the Business Center Accounting Voucher
9. Ask the interpreter to contact you at the end of the session to give you a
proper bill for the correct price and length of the session.
63

Subject
Effective Date
Policy No
Page
Distribution
: FO-BC-007
: 4 of 4
: All Associates
Issued by
: FOM
Approved by
: General Manager
Department Head A&B
10. Fill in the Voucher completely and charge to the guest folio
12. Pass the original bill from RELATED to the Accounting Department attached
with the correct page of the B/C Accounting Voucher
Remarks:
An interpreter for 1 hour will cost approximately (price) per hour and can be
available within 2 hours
Forms
64

Subject
Policy No
Page
Distribution
:Baggage Service For

Arrivals
: FO-CON-002
: 1 of 2
: All Associates
Effective Date
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Policy Statement
It is the policy of the hotel that baggage service is provided efficient and
secured at all times.
Objective
To ensure that the Baggage is attended and delivered promptly upon

arrival.
To prevent any mistake or security problem arising from an unprofessional
way of baggage handling.
Procedures
1. The Bellman on duty has to carry with him adequate Baggage Tags at all
times.
2. As soon as the baggage is unloaded from the vehicle, the Bellman has to put
on the Baggage tags with serial number.
3. At the same time, he inspects the condition of the bags if they are securely
locked and without any dDMage - If there is any notify the guest
immediately.
4. Escort the guest to the Front Desk for registration.
5. The Bellman attends to the baggage, stands and waits 2 meters behind the
guest while he is registering.
65

Subject
:Baggage Service For

Arrivals
Effective Date
Policy No
Page
Distribution
: FO-CON-002
: 2 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
6. As soon as the registration process is completed, the Front Desk Agent signals
the Bellman and mentions to the guest that the Bellman will show him the
way to their room.
7. In case the arrivals are too many for the Bellmen to handle, the Bellman will
place the luggage at the entrance of the hotel, which is manned at all times,
and shows the guest the way to the reception and attend to other arriving
guests.
8. After Check In the Front Desk Agent writes down the serial number on the RC
and advises the guest that his luggage will be sent up to his room as soon as
there is an available Bellman. The Front Desk Agent will inform the Bell
Captain to follow up as soon as possible.
66

Subject
Policy No
Page
Distribution
: Baggage Service
for Departure
: FO-CON-003
: 1 of 2
: All Associates
Effective Date
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objective
To ensure that the baggage is attended and picked up promptly upon
departure.
To eradicate any mistake or security problems arises from the unprofessional
way of baggage handling.
Policy Statement
It is the policy of the hotel that the baggage service provided is efficient and
Procedures
1. The Bellman on duty has to carry with him all the time Baggage Tags.
2. On receiving a call to pick up guest luggage for departure, the Bell Captain
has to clarify with the guest the number of baggage and inquire if
transportation service (shuttle or limousine) is required.
3. Assign a Bellman to attend to the guest and advise him the type of luggage
trolley to be used for the job.
4. The Bellman arrives at the door rings the bell and identifies himself.
5. Collect the baggage from the guest, and check that all the baggage is
properly locked and not dDMaged - if there is notify the guest immediately.
6. The second half of the Departure Baggage Tag is handed over to the guest.
The guest is informed to present the baggage tag when retrieving his
luggage (this is only done when guests need their luggage stored for a
longer period)
67

Subject
: Baggage Service
for Departure
Effective Date
Policy No
Page
Distribution
: FO-CON-003
: 2 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
7. The Bellman has to escort the guest to the Front Desk for departure if the
guest is ready, otherwise inform the guest he will meet him at the lobby.
8. The Bellman waits and stands behind the guest while the guest is checking
out at the Front Desk.
9. In the event that it is busy, the said Bellman has to attend to other guest
baggage or assignments.
10. The guest baggage is then placed at the Concierge Counter to be safely
guarded till the guest retrieves his baggage.
11. Check with the guest the transportation arranged, and load the baggage
into the vehicle.
12. Double check with the guest the correct number of baggage loaded to
ensure everything is in order.
13. Bid the guest farewell warmly and thank the guest for staying at The Rich
Prada Bali Hotel
68

Subject
: Baggage Service for

Group Arrivals
Effective Date
Policy No
Page
Distribution
: FO-CON-004
: 1 of 3
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objective
To ensure that the Baggage is attended and delivered promptly upon arrival.
To avoid any mistakes or security problems arising from the unprofessional way
of baggage handling.
Policy Statement
It is the policy of the hotel that baggage service provided is efficient and
Procedures
1. The Bellman on duty has to carry with him adequate Baggage Tags and a
group Service order Form to attend to group baggage arrival.
2. As soon as the baggage is unloaded from the vehicle, the Bellman has to
put on the Arrival Baggage tags with serial number.
3. At the same time, inspect the condition of the bags if they are securely
locked and without any damage - if there is any notify the truck driver or the
tour leader immediately, then get them to acknowledge on the column
provided on group Service Form, as well as the total number of bags
delivered.
4. Place all the baggage at the appropriate place and safeguarded by the
Bellman who will indicate the room number according the pre-assigned
rooming list on the luggage tag, and place all luggage in logical order.
69

Subject

Group Arrivals
Effective Date
Policy No
Page
Distribution
Issued by
: FO-CON-004
: FOM
Approved by
: 2 of 3
:General Manager
Department Head A&B
: All Associates
5. Fill up the group Service Order Form with the following details provided on
the Arrivals column:
a) Group Name and group Code
b) Arrival and Departure Date and Time, Flight Details
c) Baggage Vehicle Number, Drivers Name and Contact
Number
d) Tour Leaders Name and Contact Number
e) Total Number of Baggage on Arrivals
f) Total Number of Baggage Unlocked and damaged
g) Group Luggage Pick Up Time on Departure
6. The Front Desk agent has to provide the final rooming list to the Bellman after
group has registered.
7. The Bellman then identifies any changes and corrects the room numbers if
any on the Arrival Baggage Tag.
8. Next, the Bellman loads the baggage onto the Luggage trolley floor by floor
following the room sequent number to facilitate the delivery.
9. Use the service lift to deliver the baggage to the floor.
10. When the Bellman arrives at the door, he has to identify himself and ring the
bell.
11. Deliver the bags to the room and place them on the luggage rack properly.
70

Subject

Group Arrivals
Effective Date
Policy No
Page
Distribution
: FO-CON-004
: 3 of 3
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
12. Last, wish the guest a pleasant stay before leaving the room.
13. Record down the total number of baggage delivered to each room on the
group Service Form.
14. When the entire groups baggage has been delivered, hand the group
Service Form to the Bell Captain for his review.
15. File the group service form according to departure date for further use on
group departure.
Forms
Group Service Form
71

Subject
: Baggage Service For

Group Departure
Effective Date
Policy No
Page
Distribution
: FO-CON-005
: 1 of 3
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objective
To ensure that the Baggage is attended and picked up promptly according to
the set pick up time.
To avoid any mistakes or security problems arising from an unprofessional way of
baggage handling.
Policy Statement
It is the policy of the hotel that baggage service provided is efficient and
Procedures
1. The Bell Captain on duty has to review the group Service Form of all
departuregroups in the morning and assign a Bellman to handle group
departure baggage at the beginning of each shift.
2. The Bellman on duty assigned for the task carries with him adequate
Departure Baggage Tags and the group Service Order Form to the guest
room floor by floor, to collect the baggage.
3. The Bellman arrives at the room, identifies himself and his intention.
4. Collect the baggage and put on the Luggage Departure Tag, at the same
time inspect the condition of the bags if they are securely locked.
5. Notify the guest if not properly locked for security reasons.
72

Subject

Group Departure
Effective Date
Policy No
Page
Distribution
Issued by
: FO-CON-005
: FOM
Approved by
: 2 of 3
:General Manager
Department Head A&B
: All Associates
6. Hand Over the Second Portion of the Departure Baggage Tag to the guest
and inform him to present the tag to retrieve his baggage if the need arises.
7. Record down on the group Service Form the total number of bags collected
from each group room.
8. The Bellman repeats the same procedure until all the group luggage are
collected.
9. Use the service lift to deliver the baggage to the Departure Pick Up Point or
Luggage Store Room.
10. The baggage must be safeguarded until the Baggage Truck arrives for
collection.
11. Count the total number of baggage collected and note it down on the
group Service Form.
12. When the Baggage Truck arrives for collection, the Bellman has to report
down on the group Service Form the following information:
a) Baggage Vehicle Number
b) Drivers Name and Contact Number
13. Double check with the tour leader to verify the correct number of baggage
released, and get the tour leader to acknowledge on the group Service
Form.
73

Subject

Group Departure
Effective Date
Policy No
Page
Distribution
: FO-CON-005
: 3 of 3
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
14. The Bellman has to confirm with the Front Desk Agent that all the bills of the
group are settled before releasing the baggage to the Baggage Collection
Driver.
15. Assist the Driver to load the baggage properly onto the vehicle.
16. Bid farewell to the group members.
17. Return the group Service Form to the Bell Captain for his review and then file
properly for the next three months as reference.
Forms:
Group Service Form
74

Subject
: Baggage Storage
Effective Date
Policy No
Page
Distribution
: FO-CON-006
: 1 of 5
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To ensure that the baggage storage service for the guest is efficient and
accurately administrated.
To avoid any mistakes or security problem arising from any unprofessional way
of handling the baggage.
The guest has to abide by the terms and condition of the baggage service
established by the hotel.
Policy Statement
It is the policy of the hotel that the baggage service provided is efficient and
Procedures - Baggage Storage
1. Upon identifying the guest needs to store his baggage, the Bellman obtains
the guest name and room number to verify that he is a registered guest.
2. Next, check with the guest if there is any valuables or perishable in the
baggage such as money, jewelry, passport, hand phones, food items etc.
3. If there is any valuables, advise the guest to take the valuables with him or
place in the safety deposit box, available at the Front Desk.
4. Check that the baggage is securely locked, if otherwise notify the guest
immediately.
75

Subject
: Baggage Storage
Effective Date
Policy No
Page
Distribution
: FO-CON-006
: 2 of 5
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
5. Raise a Baggage Storage Tag with serial number and record down the
following information:
a) Guest Name
b) Room Number
c) Date of Storage
d) Date of Claim
e) Forwarding Address and Contact Phone/Fax Number
f) Indicate on the type & number of baggage provided on the
Baggage Storage Tag
g) Bellmans Name
6. Highlight to the guest the terms and conditions of storage, and to read the
contents printed on the Baggage Storage Tag.
7. Obtain the guest signature on the 1st portion of the tag, and then hand over
the second portion for guest retention.
8. Ask the guest for a name card and write down the information on a
Luggage Label (sticker) to be put on the luggage in case the guest forgets
all about his luggage.
9. The Bellman continues the process by registering the following information
onto the Baggage Storage Log Book:
76

Subject
: Baggage Storage
Effective Date
Policy No
Page
Distribution
: FO-CON-006
: 3 of 5
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
a) Guest Name and Room Number

b) Passport or ID number
c) Date Of Storage
d) Date Of Claim
e) Type and Number of Baggage
f) Baggage Storage Serial Number
g) Location Of Storage
h) Bellmans Name
10. The Bell Captain is notified and he reviews the record before allowing to
hand over the baggage storage room key to the Bellman for proper
storage.
11. The baggage is then placed into the baggage storeroom and arranged
according to the last number of the serial number of the tag.
12. For perishable items, the Bellman has to check with the guest the condition
of storage, usually the item has to be store in the fridge with the kitchen.
77

Subject
: Baggage Storage
Effective Date
Policy No
Page
Distribution
: FO-CON-006
: 4 of 5
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Procedures - Baggage Collection

1. Refer to the Baggage Storage Log Book and locate the information of the
Baggage Storage Item when the guest show the Baggage Storage Tag to
retrieve his belongings.
2. Get the guest to sign on the Baggage Storage Log Book and obtain his
Passport or ID number.
3. Retrieve the baggage from the Baggage Storage room.
4. Verify the guest signature and the passport or ID number to ensure that
baggage is returned correctly.
5. Hand over the baggage to the guest if the signature and information is
tallied and record the date of collection and Bellmans name.
6. Collect the 1st and 2nd portions of the baggage tags and clip them
together.
7. Hand over the collected baggage tag to the Bell Captain for his review
against the Baggage Storage Log Book.
8. The baggage tag is filed for reference for 3 months.
Procedures - Baggage Storage Items Inventory

1.
An inventory of the Baggage Storage items has to be carried out at the end
of each month by the Bell Captain.
78

Subject
: Baggage Storage
Effective Date
Policy No
Page
Distribution
: FO-CON-006
: 5 of 5
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
2.
Check the baggage storage item against the Baggage Storage Log Book.
3.
Report the followings to the Front Office Manager:

a) The total number of baggage stored.
b) The total number of baggage collected
c) The total number of baggage not collected exceeding the
expiry date.
d) The details of guest information of non collected items
e) Any missing item
f) Any items found not identified or recorded.
4.
Investigations and actions will be carried out to rectify any discrepancies

found.
5.
A letter is sent to the guest to check with him the necessary action to be
carried out since the baggage has exceeded its storage duration limit with
10 days.
6.
If there is no reply on the above for another 60 days, the hotel reserves the
right to dispose the item base on the terms and conditions established.
Logbook
Baggage Storage Log Book
79

Subject
: Brochures, Maps
and Directions
Effective Date
Policy No
Page
Distribution
: FO-CON-007
: 1 of 1
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To provide updated and adequate brochures, maps, circulars and directories
for guest.
Policy Statement
It is the policy of the hotel that adequate brochures, maps and directories are
provided for the guest interest and reference at all times.
Procedures
1. Establish the list of the brochures, maps, circulars and directories to be
available on hand.
a) Brochures (e.g. Tourist Information brochures for all major spots
in the City, brochures of other Plaza Royale Hotels)
b) Maps e.g. Map of ( area name )
c) Directories (e.g. Telephone Directories, Yellow Pages, Shopping
Directories)
d) Circular
2. The Bell Captain reviews the par stock of all the brochures and circulars
weekly and arrange to replenish as and when necessary.
3. The Brochures and circulars have to be well arranged at the Concierge Desk
and handily available.
4. Care has to be taken for storage and arrangement in the Luggage Storage
Room to ensure excellent quality when present to the guest.
80

Subject
: All Incoming Items
Effective Date
Policy No
Page
Distribution
: FO-CON-009
: 1 of 5
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To ensure that the Mail, Message, Parcels, Flowers and all other incoming items
are received and delivered to the guest promptly and accurately.
To properly administrate due to eradicate any mistakes and security problem
arisining from any unprofessional handling.
Policy Statement
It is the policy of the hotel that all incoming items delivered to the registered
guest is administrated efficiently and securely.
Procedures Receiving
1. Check on the computer system to confirm that guest is a registered guest or
has a reservation with the hotel.
2. Receive the item and record the following information to the Incoming Items
Log Book:
a) Date & Time
b) Guest Name & Room Number
81

Subject
Effective Date
Policy No
Page
Distribution
: FO-CON-009
: 2 of 5
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
c) Type Of Item
d) Senders Name and Contact Address, Phone & Fax Number
e) Storage location (If Any)
f) Received By
g) Item Tag Serial Number
Procedures - In House Guest

1. Contact the guestroom and arrange a Bellman to deliver to the guest if
guest is available.
2. If the guest is not available, proceed to enter a message for the guest to
contact the Concierge for collection.
3. Issue an item tag with serial number and attach to the article for proper
identification. The Item tag is designed with content of all the above
information
4. If the items received are valuables, such as air tickets, money, hand phone
etc. Get the sender to declare the valuables. Next, hand over to the
Assistant Manager for safe keeping until collection.
5. Note down the item storage location to facilitate the retrieval promptly.
82

Subject
Effective Date
Policy No
Page
Distribution
: FO-CON-009
: 3 of 5
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
6. By 9pm in the evening, If there is still no response from the guest to collect
the item, the Bell Captain has to liase with the Assistant Manager to place
the item into the guestroom.
7. Record down the item delivered to room and endorse by the Assistant
Manager.
8. A message to notify the guest that the said item is placed into his room, and
request the guest to contact the Concierge to sign and acknowledge the
receipt.
9. Store the item securely in the drawer of cabinets provided.
Procedures - Guest Arriving On The Current Date

1. Record the receipt of the item as per the procedure established above.
2. Enter a message to the guest information on the computer system.
3. Print the message and attach to the Registration Card of the arriving guest
at the Front Desk.
4. The guest should be duly informed upon checking in to collect his items.
Procedures - Guest Due to Arrive On Future Date

a) Record the receipt of the items as per the procedure established above.
83

Subject
Effective Date
Policy No
Page
Distribution
: FO-CON-009
: 4 of 5
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
b) Enter a message and internal flag to the guest information on the computer
system.
c) The Front Desk reviews the daily Internal Flag report has to convey the
message to the guest upon registration to collect his items.
Procedures Flowers
1. Flowers received have to be delivered to the guestroom whether or not the
guest is in the room.
2. Arrange with the Assistant Manager to place into the guestroom as soon as
possible.
Procedures - Collection
1. The guest has to sign on the Incoming Items Log Book at the point of
receiving to acknowledge and to avoid any dispute.
2. The following information is recorded in the Incoming Items Log Book:
a) Guest Signature
b) Date & Time Of Collection
c) Delivered By
84

Subject
Effective Date
Policy No
Page
Distribution
: FO-CON-009
: 5 of 5
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
3. In the event, that guest fails to collect, and the item was not delivered to
guest before guest departure, an investigation has to be carried out to
determine its next course of action for delivery.
4. The hotel is not liable to any loss, in the event that a message has been
delivered but the guest fails to collect.
Logbook
Incoming Items Log Book
85

Subject
Policy No
Page
Distribution
: Newspapers
: FO-CON-010
: 1 of 3
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
The newspaper is delivered to the in-house guests, excom members and outlets
promptly.
The newspaper received should be counted and the state has to be checked
Policy Statement
It is the policy of the hotel to provide daily newspaper to the guest in an
efficient manner.
1. The Bell Captain calculates the actual number of newspapers at the point
of receiving according the delivery record.
2.
The Bell Captain verifies the accurate quantity and state of the
newspapers.
3.
He files the delivery records and marks on the records any discrepancies
and the number of papers that are not in a presentable state.
4.
All discrepancies should be briefed to the FOM immediately.
5. At the end of the month the Concierge submits a summary to the FOM for
follow up
86

Subject
Policy No
Page
Distribution
: Newspapers
: FO-CON-010
: 2 of 3
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Procedures Delivery
1. Print the In House Guest List by nationality and determine which room gets
(area name) Daily Newspaper (Chinese nationals only) and which rooms
gets a China Daily (English and all other guests).
2.
Place the newspaper into the Newspaper Holder and load on the luggage
trolley.
3.
Organize the newspaper on to the luggage trolley in a way to facilitate

delivery.
4.
By using the service lift, deliver the newspaper to room floor by floor
according to the In House Guest List and from top to bottom.
5.
Hang the newspaper on the door, take care to be discrete not to make any
noise that disturbs the guest.
6.
Complete the delivery floor by floor in a speedy manner.
International Newspapers Outlets and Excom members

1. Distribute the newspapers according to the schedule
2. Do not write the name of the outlet on the paper
87

Subject
Policy No
Page
Distribution
: Newspapers
: FO-CON-010
: 3 of 3
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
International Newspapers Guest Use
1.
There are times the guest request for additional special issue of newspaper
such as: Herald Tribune, Asia Wall Street Journal, USA Today etc.
Today
2.
Clarify with the guest that the newspaper is chargeable to the guest
account.
3.
Mention to the guest that you will deliver a paper to his room immediately
4.
Go to the gift shop and take the newspaper as well as the printed bill and a
pen
5.
Deliver the newspaper to the room and ask the guest to sign the bill
6.
Return the bill to the gift shop
88

Subject
: Outgoing Items
Effective Date
Policy No
Page
Distribution
: FO-CON-011
: 1 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To ensure that the mail, message, parcels, flowers and all outgoing items are
delivered to out side guests correctly.
To properly administrate as to eradicate any mistake or security problem arises
from any unprofessional handling.
Policy Statement
It is the policy of the hotel that all the outgoing items from the registered guests
are administrated efficiently and securely.
1. Check on the computer system to confirm that guest is registered.
2. Receive the item and fill in the Outgoing Items Form completely
3. Verify with the guest that the recipient is aware of the collection.
89

Subject
: Outgoing Items
Effective Date
Policy No
Page
Distribution
: FO-CON-011
: 2 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
4. Double check with the guest if the person who picks up the item has to show
some kind of identification as ID card or business card.
5. Attach the Item Tag to the article for proper identification and store the item
Procedures - Collection
1. The out-side guest who comes to collect the item has to sign his name in the
Outgoing Items Form to avoid any disputes.
2. Send a copy of the Form to the in-house guest to avoid any disputes
3. File the Outgoing Items From for 6 months
4. In the event that the guest fails to collect over a lapse of 7 days, the
recipient is contacted to notify him for collection.
Forms
Delivery Records
90

Subject
: Rooming Guest
Effective Date
Policy No
Page
Distribution
: FO-CON-013
: 1 of 3
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To escort the guest to his room and explain to him the facilities and services
provided by the hotel.
Policy Statement
It is the policy of the hotel that guests are escorted to their rooms by the Bellman
upon check in.
Procedures
1.
The Bellman attends to the baggage of the guest upon arrival, stands and
waits 2 meters behind the guest together with his luggage while he is
registering.
2.
As soon as the registration process is completed, the Front Desk Agent gets
the Bellman and mentions to the guest that the Bellman will show him the
way.
3.
The Bellman requests the Arrival Baggage Tag from the guest and escorts
the guest to the guest lift with his baggage.
4.
In case the arrivals are too many for the Bellmen to handle, the guest hands
over his luggage tack to the Front Desk Agent who advises the guest that
his luggage will be sent up to his room as soon as there is an available
Bellman.
5.
The Front Desk Agent will write down Name and Room Number on the tag
and hand over the tag to the Bell Captain.
91

Subject
: Rooming Guest
Effective Date
Policy No
Page
Distribution
: FO-CON-013
: 2 of 3
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
6. On the way to the guestroom, the Bellman points out the Hotel facilities
including F&B outlets, Business Centre, Swimming Pool, Gym and Recreation
Centre to the guest.
7.
Highlight current promotions of the hotel, which enhances the customers

stay.
8.
When arriving at the door of the room, the Bellman has to ring the door and
announce Bell Service - He also explains to the guest the reason.
9.
The Bellman pauses for a few seconds to wait for response.
10. If it is confirm that the room is vacant, the Bellman opens the door and
explains to the guest the door mechanism.
11. The Bellman continues to first have a look quickly at the condition of the
guestroom to ensure it is clean before inviting the guest to enter the room.
12. Next the Bellman brings in the guest baggage and places the big suitcase
on top of the luggage rack.
13. Then the Bellman checks with the guest if he would like explanations to
assist him to get the room facilities working.
14. If the guest favors so, the Bellman proceeds to explain the room features
which include:
a) The Main Console Panel for Air-condition, Lighting and Television
b) The Television Progams
92

Subject
: Rooming Guest
Policy No
Page
Distribution
: FO-CON-013
: 3 of 3
: All Associates
c) The Data Port
Effective Date
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
d) The Telephone Communication and Message System

e) The Coffee and Tea Making Facilities
f)
Emergency Procedures and Exits
15. Last, the Bellman checks with the guest if he has any inquiries and thanks
the guest for staying with the hotel before leaving the room without
delaying time or asking for tips.
16. The Bellman then returns to the Concierge Counter and record into the
Bellman Movement Record.
Logbook
Concierge Movement Record
93

Subject
Policy No
Page
Distribution
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
: Shuttle Bus
: FO-CON-014
: 1 of 2
: All Associates
Objectives
To offer the guest the option of using the scheduled shuttle bus to the airport
To ensure every guest reaches the airport on time
To ensure that the shuttle bus leaves the hotel punctual
Policy Statement
It is the policy of the hotel to provide a scheduled shuttle bus service between
the hotel and the airport, which departs the airport and the hotel on time.
Procedures
1. After the request inform the guest of the times of the scheduled shuttle bus
service as well as the time from the hotel to the airport (1 hour). Also that the
guest has to be at the airport 1 hour before the plane departs for domestic
flights and 2 hours for international flights.
2. Write the room number of the guest (after verification with the computer
system) on the shuttle bus record and inquire how many pieces of luggage
the guest has.
3. Control the number of persons who book the bus so as the number of guests
does not exceed the number
first-come-first-serve basis.
94
of
seats
the
booking
is on a

Subject
Policy No
Page
Distribution
: Shuttle Bus
: FO-CON-014
: 2 of 2
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
4. Ask the guest to be at the entrance of the hotel 5 minutes before the
departure time as the bus leaves the hotel punctual.
5. Offer baggage storage for the guest in the meantime.
Records
Shuttle Bus Record
95

Subject
: Outdated mail,
faxes and parcels
Effective Date
Policy No
Page
Distribution
: FO-CON-015
: 1 of 1
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To ensure that the privacy of the incoming document is maintained.
To ensure that the document is returned to the sender if the receiver can not be
contacted.
Policy Statement
It is the policy of the hotel to provide efficient mail, Email, fax and parcel
services to the guests.
Procedures
1. All incoming items should be recorded and time stDMped.
2.
If the guest can not be located in the computer system, the mail is placed
in the alphabetical mail holder.
3.
Every morning the mail in this holder is checked against the computer
system by the Chief Concierge.
4.
As the guest can not be located 14 days after the item is received by the
hotel, the items should be returned to the sender.
5.
All returned items should be logged down on the Returned Items Logbook
for future reference
96

Subject
: Paging Service
Effective Date
Policy No
Page
Distribution
: FO-CON-016
: 1 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
The paging service is provided efficiently with the proper Paging Board.
Policy Statement
It is the policy of the hotel to provide efficient paging service for the guest in a
professional and friendly manner.
Procedures
1. On request for paging service at the lobby, the Bell Captain obtains the Full
Guest Name to be paged and the callers name.
2. Write down neatly on the Paging Board with the marker pen.
3. Repeat and clarify the spelling of the name to the caller.
4. Inform the guest to hold the line while the guest is being paged.
5. Assign a Bellman to carry out the paging task at the lobby.
97

Subject
: Paging Service
Effective Date
Policy No
Page
Distribution
: FO-CON-016
: 2 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
6. The Bellman proceeds to carry with him the paging board on a shoulder
height level and walks upright slowly at the identified area of the lobby and
lobby lounge.
7. The Bellman has to ring the bell of the paging board to attract attention
while paging.
8. When the guest responds to the paging, confirm with him the guest name
and the callers name.
9. Escort or direct the guest to the nearest phone to receive his call.
10. If the guest cannot be located, the caller must be informed, and a message
left if the person being sought is an in-house guest.
11. Never leave the caller unattended. Reply the phone politely every 3-minute
to
Inform the status and show our courtesy.
98

Subject
Policy No
Page
Distribution
: Stamp and Postage

Service
: FO-CON-017
: 1 of 3
: All Associates
Effective Date
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To ensure that the Postage Service provided to guest is in an efficient manner.
The Stamp and Postage Cash Float has to be properly accounted at the end of
each shift.
Policy Statement
It is the policy of the hotel to provide Stamp and Postage Service an efficient
and professional manner.
Procedures
1. Determine and establish the total Amount of the Stamp types and
denominations to be made available on hand for sales.
2. The Bell Captain has to account and review the Stamp and Postage sales
and cash float at the beginning and ending of the shift.
3. Review to check that sufficient stamps are available for sales.
4. Replenish as and when necessary to purchase from the Post Office to ensure
well stock.
99

Subject
Policy No
Page
Distribution
: Stamp and Postage

Service
: FO-CON-017
: 2 of 3
: All Associates
Effective Date
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
5. A list of official approved Postage Guidelines issued from the authority has to
be made available for the proper sales of stamps in all categories of
postage such as: Registered Mail, Express and Normal Mail, Sea-mail etc.
6. On the request to post any letter, the letter must first be weighted.
7. Refer to the Postage Guidelines for the sales of stDMps.
8. Collection of the stamp and postage fees is either by cash or by charging to

the guestroom following the Paid out Policy.
9. All postage of the letters must be made within the next 24 hours to avoid any
delay.
10. At the end of the shift, the balance of stamps and cash float is handed over
to the next shift.
The Concierge Stamp float is for guest use only. All departments are
required to order their own stamps for internal use. The Concierge can be
used as a collection point by the post office, but will not weigh or stamp
letter; parcels; EMS or bulk
100

Subject
Policy No
Page
Distribution
: Stamp and Postage

Service
: FO-CON-017
: 3 of 3
: All Associates
Effective Date
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
mail-outs for other departments.
11. Account the stamps and cash float and fill up the necessary information on
the Stamp Float Report Log Book:
12. The Bell Captain has to tally the total Amount of stamp floats against the
total cash on hand and total Amount of stDMps carry forward.
13. The incoming shift verifies the total and acknowledges receipt on the Stamp
Float Report Log Book.
Logbook
Stamp Float Report Log
101

Subject
: Taxi booking and

Arrangement
Effective Date
Policy No
Page
Distribution
: FO-CON-018
: 1 of 4
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To ensure that the guest is provided with taxi arrangement and booking service
in a prompt and friendly manner.
The taxi bookings and arrangement is properly recorded on the Taxi Booking
Log Book for efficient follow up.
Policy Statement
It is the policy of the hotel to provide taxi arrangement and booking service to
the guest in a prompt and courteous manner.
Procedures Taxi Arrangement

1. Upon request by guest for taxi arrangement, clarify with the guest the
destination and time required.
2. Record down the following information on the log book on the respective
daily record:
102

Subject
: Taxi booking and

Arrangement
Effective Date
Policy No
Page
Distribution
: FO-CON-018
: 2 of 4
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
b) Destination
c) Time Required
Procedures - Taxi Service Required Immediately

1. Check the availability of the taxi within the hotel vacinity first.
2. If there are number of taxicabs, make sure the taxi follow the line up for his
turn to provide the service.
3. Call the Taxi Company to arrange for one immediately if necessary.
4. Confirm the taxi arrangement and take down the taxi number for
identification.
5. Write down the taxi information on a Taxi Card as follows: Taxi Number and
Destination.
6. Present the 1st portion of the Taxi Card to the guest and the 2nd portion to
the Doorman.
103

Subject
: Taxi booking and

Arrangement
Effective Date
Policy No
Page
Distribution
: FO-CON-018
: 3 of 4
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
7. Invite the guest to take a seat at the lobby while waiting for the taxi to arrive.
8. As soon as the taxi arrives, identify the guest with the taxi card.
9. Assist the guest to board the taxies and confirm the destination.
10. If there is any baggage, ensure to double check that the correct number of
baggage is loaded securely.
Procedures - Taxi Service for Future Dates

1. Clarify with the guest the destination and time required.
2. Record the request onto the Taxi Booking Log Book according to the page
by dates chronologically.
3. The Bell Captain has to review the Taxi Booking Log Book at the beginning of
each shift daily and contact the taxi company for the advanced
arrangement.
4. Confirm the taxi arrangement by obtaining the taxi number from the taxi
company.
104

Subject
: Taxi booking and

Arrangement
Effective Date
Policy No
Page
Distribution
: FO-CON-018
: 4 of 4
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
5. Log down the taxi number on the Taxi Booking Log Book.
6. When the guest approaches the Concierge desk at due time, issue a taxi
card to the guest.
7. When the booked taxi arrives, the Bellman identifies the guest by the taxi
card issued and confirms the destination.
8. Finally assist the guest to board the taxies and ensure all the baggage is
loaded if there is any.
Log book
Taxi Booking Log Book
Taxi Card
105

Subject
Policy No
Page
Distribution
: Umbrella
: FO-CON-020
: 1 of 2
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To make sure the guest is receiving good hospitality
To ensure the guest is enjoying his stay no matter what the weather is like
Policy Statement
It is the hotels policy to provide every in-house guest with an umbrella in case
needed.
Procedures
1. In case of rainy weather, the Doorman coordinates with the Bell Captain to
put the umbrella rack outside and makes sure he has plenty of Article on
Loan Forms.
2. The Doorman receives the inquiry for an umbrella and asks the guest to sign
the Article on Loan Form, the Bellman indicates serial number of the umbrella
as well as guest room number and name.
3. He opens the umbrella to check quickly if the umbrella is working well and in
good condition.
4. Then he hands over the opened umbrella to the guest.
5. He passes the form to the Bell Captain who verifies the forms.
106

Subject
Policy No
Page
Distribution
: Umbrella
: FO-CON-020
: 2 of 2
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
6. The Doorman collects the returned umbrellas and opens the umbrella to
make sure the umbrella is not too wet and quickly verifies if the umbrella is in
good condition.
7. He asks the guest for his name and locates the right Article on Loan Form.
8. He initials the form and hands them over to the Bell Captain at the end of the
shift.
9. All umbrellas need to be checked by the night shift against the Umbrella On
Loan Forms in case the Doorman forgot to initial the from.
10. All missing umbrellas need to be recorded down in the log book and are
carried forward to the next day.
11. The Night Manager has to be informed of all guests who did not return the
umbrella.
12. The Night Manager checks the names against the due outs of the next day
and will leave a trace in the system for the Front Desk Agent to double check
with the guest upon check out
13. Umbrellas are only to be loaned out to in-house guests
Forms
Article on Loan Form
107

Subject
: Airport Departure
Effective Date
Policy No
Page
: FO-CON-AR-001
: 1 of 1
Issued by
Approved by
Distribution
: All Associates
: FOM
: General
Manager
Department Head A&B
Objective
To provide good hospitality to all departing guests
To assist guests with direction to check in counters and information about airport
taxes
Policy Statement
It is the policy of the hotel that every guest who requested an airport see off
service is warmly greeted by the Airport Representative, and guided effectively
to check in counter.
Procedures
1. The Airport Representative meets and greets the guest by name and takes
care of the luggage as soon as he arrives.
2. He assists the guests in buying airport tax and finding the right check in
counter.
3. He escorts the guest to check in counter.
4. Asks the guest if he can be of further assistance and thanks the guest for
staying with The Rich Prada Bali Hotel
108

Subject
Policy No
Page
: Airport Pick Up
: FO-CON-AR-002
: 1 of 2
Distribution
: All Associates
Effective Date
Issued by
Approved by
:
: FOM
: General
Manager
Department Head A&B
Objective
To provide good hospitality to all arriving guests
To ensure that the guest boards a legitimate taxi and arrives the hotel by taking
the shortest possible way
Policy Statement
It is the policy of the hotel that every guest who requested an airport pick up is
warmly greeted by the Airport Representative, and escorted effectively to a
taxi or hotel Limo.
Procedures
care of the luggage as soon as he arrives.
2. He escorts the guest to the taxi in an effective way.
3. The Airport Representative loads the luggage carefully in the taxi and ensures
that the taxi driver drives the guest to The Rich Prada Bali Hotel by taking the
shortest possible way.
4. The Airport Representative hands the guest a Taxi Boarding Record, which
states clearly the name of the Taxi Company as well as the license plate
number.
109

Subject
Policy No
Page
: Airport Pick Up
: FO-CON-AR-002
: 2 of 2
Distribution
: All Associates
Effective Date
Issued by
Approved by
:
: FOM
: General
Manager
Department Head A&B
Forms
Taxi Boarding Record
FOR YOUR RECORD

YOU HAVE BOARDED TAXI NO.
________________________________
________________________________
Date: _______________________
Time: _______________________
110

Subject
: Airport Lost Luggage
Effective Date
Policy No
Page
: FO-CON-AR-003
: 1 of 2
Issued by
Approved by
Distribution
: All Associates
: FOM
: General
Manager
Department Head A&B
Objective
To provide good hospitality to all arriving guests
To ensure that the guest encounters less difficulties except losing his luggage.
Policy Statement
It is the policy of the hotel to efficiently assist every guest who has lost his
luggage.
Procedures
1. The Airport Representative helps the guest in filling out the required
documentation together with the airport authorities.
2. He inquires casually, and without making any promises, about the contents of
the lost luggage (shaver, clean shirt, suit, etc.)
3. He asks the airport authorities to make a copy of the forms and hands over
the original to the guest.
4. After the formalities are completed he escorts the guest to the taxi and tells
the driver where to go.
111

Subject
: Airport Lost Luggage
Effective Date
Policy No
Page
: FO-CON-AR-003
: 2 of 2
Issued by
Approved by
Distribution
: All Associates
: FOM
: General
Manager
Department Head A&B
5. The Airport Representative hands the guest a Taxi Boarding Record,

which states clearly the name of the Taxi Company as well as the
license plate number.
6. He calls the EFM and tells her which guest has lost his luggage and
what he lost. The EFM will do her best to arrange substitutes for the
items lost and information requested and have everything ready by
the time the guest arrives the hotel.
7. The Airport Representative keeps following up with the airport

authorities and tries to find out where the guests baggage went and
how long it takes before the baggage arrives.
8. All information needs to be briefed to the EFM who will inform the guest
about the most current status.
9. As soon as the luggage arrives (area name) it should go on the first

shuttle bus (or by taxi if the guest requests) to The Rich Prada Bali Hotel.
112

Subject
: VIP Arrive-Limousine
Effective Date
Policy No
Page
: FO-CON-AR-004
: 1 of 2
Issued by
Approved by
Distribution
: All Associates
: FOM
: General
Manager
Department Head A&B
Objective
To provide true VIP service for all VIP guests
To make efficient use of the time when the guest travels to the hotel
Policy Statement
It is the policy of the hotel that every VIP who booked a limousine, is picked up
at the airport and checked in on the way to the hotel.
Procedures
1. The Airport Representative takes a VIP check in folder with a fully prepared
registration card and key card holder with pre-keyed key with him to the
airport as well as the hold-for-arrival messages and faxes.
2. He meets and greets the guest by name and takes care of the luggage,
while he escorts the VIP to the limousine in an effective way.
3. After having offered and poured the guest a welcome drink, the Airport
Representative hands over the HFA messages and faxes after he asked the
guests passport.
4. The Airport Representative completes and double checks the registration
card and makes a manual imprint of the guests credit card.
113

Subject
: VIP Arrive-Limousine
Effective Date
Policy No
Page
: FO-CON-AR-004
: 2 of 2
Issued by
Approved by
Distribution
: FOM
: General
Manager
Department Head A&B
: All Associates
5. When the guest went through his papers he asks the guest to sign on the RC
and also on the Transportation Voucher.
6. The Airport Representative offers the guest the possibility of making a local
mobile telephone call in case of emergency.
7. When all finished, the Airport Representative introduces The Rich Prada Bali
Hotel and offers a recent newspaper if the guest is a repeat guest or does
not show interest the introduction should be kept to a minimum.
8. 15 minutes before the limousine is due to arrive the hotel, the Driver or the
Airport Representative informs the EFM of the arrival time so she and the
Management can stand by to greet the guest when he steps out of the
limousine.
9. As soon as The Rich Prada Bali Hotel can be seen clearly from the car the
Airport Representative should point this out to the guest.
10. Just before the VIP steps out of the car the Airport Representative wishes the
guest a most pleasant stay.
Remarks
I. In case the VIP is not traveling alone, the Airport representative should
give a clear description (e.g. red tie, white hair) of the VVIP so the EFM
and the Management can greet him by name.
II. The Airport Representative should double check if the driver has parked
the limousine as close to the entrance as possible to minimize the
walking distance.
114

Subject
: VIP Arrive-( By Taxi )
Effective Date
Policy No
Page
: FO-CON-AR-005
: 1 of 1
Issued by
Approved by
Distribution
: All Associates
: FOM
: General
Manager
Department Head A&B
Objective
To provide true VIP service for all VIP guests
To ensure that the guest boards a legitimate taxi and arrives the hotel by taking
the shortest possible way
Policy Statement
It is the policy of the hotel that every VIP is warmly greeted by the Airport
representative, and escorted effectively to a taxi.
Procedures
care of the luggage as soon as the VIP arrives.
2. He escorts the VIP to the taxi in an effective way.
3. The Airport Representative loads the luggage carefully in the taxi and ensures
that the taxi driver drives the VIP to The Rich Prada Bali Hotel by taking the
shortest possible way.
4. The Airport representative hands the VIP a Taxi Boarding Record, which states
clearly the name of the Taxi Company as well as the license plate number.
5. He calls the EFM and tells her what time the VIP left the airport and gives a
clear description of the guest, so she and the Management can recognize
him, as soon as he arrives at the hotel.
Remarks:
In case the VIP is not traveling alone, the Airport representative should give a
clear description (e.g. red tie, white hair) of the VIP so the EFM and the
Management can greet him by name.
115

Subject
Policy No
Page
: Mobile Phone
: FO-CON-AR-006
: 1 of 2
Distribution
: All Associates
Effective Date
Issued by
Approved by
:
: FOM
: General
Manager
Department Head A&B
Objective
1.
To provide efficient telecommunication at the Airport and ensure all Hotel

Representatives could have good communications with Limousine Drives,
other administration departments in the Airport and Hotel etc.
2.
To ensure that all VIPs and regular guests who arrive with Hotel Limousine
Service receive efficient and friendly hospitality service from the Airport and
Hotel.
Policy Statement
Mobile Phones are strictly to be used as for business and working purposes, no
personal calls and long distance calls are allowed.
Procedures
1. The Airport Representative should report on duty on time, get one of the
designated Mobile phone from the Bell Captain on duty and record it
properly.
2. During the duty hours, the Mobile Phone should be always switched on at all
time.
3. Once you arrived at the Airport, check airport flight movements and call
back to the hotel reporting it to bell captain on duty. Any of flight delaying
and cancellations should be reported to bell captain immediately.
116

Subject
Policy No
Page
: Mobile Phone
: FO-CON-AR-006
: 2 of 2
Distribution
: All Associates
Effective Date
Issued by
Approved by
:
: FOM
: General
Manager
Department Head A&B
4. To ensure guest receives efficient service at the airport, the Airport

representative should work very closely with limousine driver through the
mobile phone.
5. Hand over the Mobile Phones to next shift at the end of each shift. The
afternoon shift associates should make sure to return of the mobile phone
back to bell captain on duty with proper recording in place.
6. Bell captain should check all the mobile phones returned in good working
conditions and make sure the batteries are charged and ready for next day.
7. Any the lost or unreasonable damages should be borne by the associate

involved according to the established Finance Department guideline on
compensation.
Remarks:
In case the Mobile Phone is out of service, reporting it to bell captain on duty
immediately and damage report should be followed up by duty bell captain
and duty guest services associates.
117

Subject
: Limousine Availability
Effective Date
Policy No
Page
Distribution
: FO-CON- DRIVER -002

: 1 of 1
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To ensure an up-to-date and correct inventory of the limousines
Policy Statement
It is the hotels policy that the availability of the limousines is recorded
accurately.
Procedures
1.
After the Chief Concierge has received a request for transportation,

cancellation or maintenance, he updates the Limousine Availability
Record accordingly:
a)
b)
c)
d)
All hotel cars

Assignment
24-hour indication 24
On a daily basis
2.
The Chief Concierge ensures that the schedule is not too tight and that
there are cars and drivers stand-by during peak hours for transportation.
3.
In case the availability is tight, the Chief Concierge ensures that the outside
limousine service is contacted for any further requests.
Logbook
Limousine Availability Record
118

Subject
: Limousine Request
Effective Date
Policy No
Page
Distribution

: 1 of 1
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To provide the guest with luxurious and comfortable transportation if requested.
Policy Statement
It is the hotels policy to provide chauffeured limousine service to guests on a
24-hour basis.
Procedures
1. Requests are coming from Reservations Department or from the Concierge
Department and only through a completed Request for Transportation
form.
2. All requests for limousine service have to be approved by the Chief
Concierge, who checks if the required car is available at the requested time
and date the limousine service is provided on a first-come-first-serve basis.
3. The Chief Concierge updates the availability record of the limousines
accordingly.
4. All changes and cancellations have to make through a completed Request
for Transportation form.
5. The Chief Concierge updates the availability record of the limousines
accordingly.
6. In the morning of the date that the limousine is requested, the Chief
Concierge contacts with the drivers to ensure that the limousine will be at the
requested place 5 minutes earlier than requested.
Forms / Logbook
Limousine Request form
Availability Record
119

Subject
Policy No
Page
Distribution
: The Responsibility of
Driver
: 1 of 1
: All Associates
Effective Date
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
PENGEMUDI MEMASTIKAN BAHWA

1. Saya memegang SIM yang sah dan legal sebelum mengendarai
kendaraan. Selain itu, kasus-kasus lain yang melarang mengemudi
kendaraan apapun.
2. Saya setiap saat saat mengemudi kendaraan, harus membawa SIM
milik sendiri.
3. Saya tidak pernah meminjamkan SIM kepada siapa pun
4. Setelah SIM saya batal atau habis masa berlakunya, saya harus
segera memberitahukan kepala departemen saya, jika tidak maka
akan dikenakan tindakan disiplin
5. Jika SIM saya habis masa berlakunya atau ditangguhkan dan tidak
diizinkan untuk mengemudi kendaraan apapun. Ini diperlukan oleh
hukum. Setelah mengisi lowongan sopir terjadi, jika calon yang
melanggar aturan lalu lintas dalam kurun waktu hampir dua tahun,
para kandidat punya tanggung jawab kepada manajer dengan
membuat sebuah laporan terperinci mengenai kecelakaan itu.
6. Jika saya adalah kecelakaan kecelakaan lalu lintas, harus ditangani
dalam langkah-langkah berikut:
A. segera berhenti untuk melindungi situs
B. menyediakan atau mencari bantuan
C dalam waktu yang tepat untuk laporan polisi lalu lintas
kecelakaan
D. Laporan segera ke hotel
7. Saya akan memperhatikan lalu lintas yang lewat, diharuskan
memakai sabuk pengaman saat berkendara, ikuti rambu lalu lintas
semua, sinyal lalu lintas, putar sinyal yang tepat diberikan pada
waktu yang tepat
8. Saya tidak pernah naik tamu tidak sah.
9. Saya akan melarang setiap orang yang duduk di kap mobil, fender,
atap dan bawah mobil.
10. Saya akan berada dalam kendaraan, untuk menjaga jarak antara
kendaraan, kecepatan konstan, untuk menjaga jarak antara
120
kendaraan yang masuk akal.

11. Parkir mobil pada tempatnya, memastikan rem tangan dan pintu
mobil terkunci
12. Saya akan merawat kendaraan hotel, pemeliharaan pada waktu
yang tepat, sesuai dengan kebutuhan pemeliharaan dirumuskan
oleh hotel.
13. ketika kendaraan gagal mengambil tindakan segera untuk
menghindari memburuknya situasi, atau aku akan dikenakan
tindakan disiplin.
14. Memastikan setelah perjalanan kendaraan harus selalu bersih
15. Saya memahami dan menerima persyaratan dan kondisi di atas.
Jika dilanggar, saya akan dikenakan tindakan disiplin dan
menganggap kerugian ekonomi.
Tanda Tangan
Tanggal
CC: HRD
121

Subject
Policy No
Page
Distribution
: Lost & Found

at Check In
: FO-FD-018
: 1 of 1
: All Associates
Effective Date
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objective
To provide guests with good hospitalit
To return guest belongings in a safe and accurate way
Policy Statement
It is the hotels policy to remind all repeat guests of their lost & found items upon
check in.
Procedures
1. The Housekeeping Department will directly key in the lost and found into the
guest history, e.g. [L&F 16AUG,99: 00356]
2. The Housekeeping will not put the description of the item, but only the
voucher number, into the guest history in order to prevent unpleasant scenes
at Front Desk.
3. Upon check in the Front Desk Agent will remind the guest that he forgot some
items during his last stay.
4. After receiving confirmation from the guest, the Front Desk Agent will contact
the Housekeeping to send the items to the guestroom.
122

Subject
: Room allocation
Policy No
Page
Distribution
: FO-FD-023
: 2 of 3
: All Associates
1. Guests with Special Requests
Effective Date
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Assign the rooms for those guests according the internal flag
report and the guest history and remarks.
Some exDMples of special requests:
Room adjacent to folio 12345
Room connecting with folio 54321
Extra bed set up
Inform Housekeeping right away for special requests to give them

plenty of time to arrange the set up.
Again, all same day reservations with special requests and room
changes must be mentioned to the Room Service and
Housekeeping right away in order to put or remove the set up
from the room.
2. Air Crew
123
Air Crew will stay at the hotel every night. In case of cancellation,
the Airline Office should give the hotel 24 hours notice.
All Crew Rooms will be blocked on the same floor.

Subject
: Room allocation
Effective Date
Policy No
Page
Distribution
: FO-FD-023
: 3 of 3
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
3. Group
Senior Front Desk Agent on morning shift reviews the group order
and assigns the rooms as requested. If possible, all on the same
floor. Most of the groups will be assigned lower floor unless
otherwise indicated on the group order
4. Staff House Use Rooms
Based on twin sharing basis with same sex.
Only with a completed and signed House Use Request Form
Special determined house use rooms or lower floor rooms only
5. When the Room Assignment is finished by the Senior Front Desk Agent, a print
out of the Arrival List will be passed to the EFM for verification and
summarization of the requested Amenities. After having obtained the
signature from her Superior a copy of the detailed arrival list will be send to
Room Service and Housekeeping to set up the Amenities in the room.
6. All room changes must be mentioned to the Room Service and
Housekeeping right away in order to put or remove the set up from the room.
7. After the arrival list is distributed to Housekeeping and Room Service, and a
same day reservation is received from Reservations, a complimentary order
for Amenities needs to be filled in and distributed immediately.
124

Subject
: Room/Rate Change
Effective Date
Policy No
Page
Distribution
: FO-FD-024
: 1 of 3
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To give the guest the room he requested in a later stage of his stay during
high occupancy situations
To adhere to the guest wishes and requests
To ensure correct distribution of messages, etc to the guest room
To ensure correct room rate charges
Policy Statement
It is the hotels policy to change rates and / or rooms in a legitimate and

efficient manner
Procedures rate change

1. Fill in the Room / Rate Change section of the R/C and clearly write down the
reason of the rate change in the guest profile.
e.g. [WIFE CHECKED OUT ROOM RATE CHANGED TO SINGLE OCCUPANCY]
2. Change the rate in the system.
3. Make sure the Guest is fully aware of the new rate and hand over a new Key
Card Holder with the correct rate.
When to change the rate
125
Number of persons in the room changed

Ending room rate e.g. CPN & BTA, Promotion Rate, Weekend Rate
Remarks rate change: CPN/BTA

Subject
: Room/Rate Change
Effective Date
Policy No
Page
Distribution
Issued by
: FO-FD-024
: FOM
Approved by
: 2 of 3
:General Manager
Department Head A&B
: All Associates
State clearly on the voucher how the old and new room rate is build
up .e.g. US$ 100 + US$ 15 + 15% (room from US$ 100, breakfast from
US$ 15 and 15% surcharge).
Procedures room change

1. Block a room with the desired room type from the guest by making a
duplicate reservation from the guest folio.
2. Change the name in the duplicate folio to: [ALL FOR RM CHANGE 1206].
3. Change the rate to US$ 0.00.
4. Leave your initials in the folio.
5. Wait till the guest approaches the counter unless the guest or top
management gave specific instructions.
6. Fill in the Room / Rate Change section of the R/C and clearly write down the
reason of the room change in the guest profile.
e.g. [GUEST REQUEST TWIN ROOM]
7. Make sure the Guest is fully aware of the new room and hand over a new
Key Card together with the new Key Card Holder with the new room
number.
8. Mention to the guest that the Bellman will help the guest to move his
luggage to the new room.
9. The Bellman will assist the guest in changing the room and will return the old
room key to the Front Desk.
126

Subject
: Room/Rate Change
Effective Date
Policy No
Page
Distribution
: FO-FD-024
: 3 of 3
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
10. Inform Housekeeping of the room change.
When to change the room:
Per guest request
Facility in the room out of order
Remarks room change
When guests credit card is kept in the EFM safety box (pay by a
credit card that requires a signature or the room rate is paid by
an outside guest), the Front Desk Agent on Night Shift has to
change the room number on the envelope in the safe
When to change room and rate
127
Up-sell guest after checked-in
Guest request different room categories
Subject
: Duty Check List
Effective Date
Policy No
Page
Distribution
: FO-EFM-001
: 1 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Morning Shift
1. Hand over from the previous shift on any outstanding matters to be
followed up.
2.
Review all arrivals and check the profile of repeat guests for any special
requests; previous incidents.
3.
Check on the following
The Hotel Status
The Room Status
Review the Arrival list and Departure List
VIP Room Status VIP
4.
Attend to the morning briefing and give directions for the days business
activities.
5.
Check Room Discrepancies Report
6.
Perform Credit Check List
7.
VIP Room Inspections
8.
Monitor Front Desk performance
9. Follow up on due outs.

Afternoon Shift
1. Handover from the previous shift to follow up on any outstanding matters.
2.
Check on the followings
The Hotel Status
128
Subject
: Duty Check List
Effective Date
Policy No
Page
Distribution
4.
Issued by
: FO-EFM-001
: FOM
Approved by
: 2 of 2
:General Manager
Department Head A&B
: All Associates
The Room Status
VIP Room Status

activities.
Check Room Discrepancies Report
5.
Perform Credit Check List
6.
VIP Room Inspections
7.
Monitor Front Desk performance
8.
Follow up on due outs.
3.
Night Shift
1. Handover from the previous shift to follow up on any outstanding matters.
2. Check on the followings
4.
5.
6.
7.
The Hotel Status
The Room Status
VIP Room Status

activities.
Check Room Discrepancies Report.
Check and verify Rate Discrepancies Report.
Liase with Night Auditor for Auditing.
Prepare Registration Cards and meal vouchers for the next day Arrivals.
8.
Supervise Spring-cleaning and replenish the supplies for the Front Desk.
9.
Check the Daily Event Board.
3.
129

Subject
Policy No
Page
Distribution
: Bomb Threat
: FO-EFM-002
: 1 of 3
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To minimize alarm among the guests and employees of the hotel.

To safeguard the lives of both guests and employees through proper
evacuation if necessary.
To eliminate any form of negative publicity to the hotel.
Policy Statement
It is the hotels policy to establish a well coordinated, serious and safety
response to a bomb threat in liaison of the police and expert team.
Procedures
1.
Usually a Bomb Threat comes in the form of a telephone call or by way of a

letter, a written message and mail parcel.
2.
Anyone who receives a threatening call will try to establish maximum

information from the caller and complete the prescribed Bomb Threat Form.
Signal another telephone operator or nearby security officer to set trace on
the line. Afterwards the Security Department should be informed
immediately.
3.
If the mail attendant or secretary receives a letter or parcel, which is

suspected to be a bomb or other incendiary device, the letter or the parcel
should not be touched. Immediately inform the Security Manager.
130

Subject
Policy No
Page
Distribution
Effective Date
:
: Bomb Threat
Issued by
: FO-EFM-002
: FOM
Approved by
: 2 of 3
:General Manager
Department Head A&B
: All Associates
4. Bomb Search
A search for the bomb will be conducted if the time of detonation given
is more than 30minutes.
5.
Evacuation
An immediate evacuation will be carried out if the time of detonation is

less than 30 minutes with the approval of The General Manager and
Security Manager.
6.
With the approval of the General Manager and Security Manager,

Police and authority will be contacted to carry out bomb search.
Police and authority will be contacted to assist in the crisis management.
Action to be taken
Contact all Department Heads / Supervisors to mobile all available staff

to check their work place for any suspicious parcel or object.
Do not touch anything that is strange and suspicious.
Inform the Security Manager if anything suspicious found.
7.
For the safety of the guest, employees and hotel property, all employees
has to remain calm and coordinate well with the command center for any
necessary action to be taken according to the instructions of the police
and bomb expert.
8.
No one should act on his instinct, which will expose the safety of the entire
team to the bomb threat during the crisis.
131

Subject
Policy No
Page
Distribution
: Bomb Threat
: FO-EFM-002
: 3 of 3
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
THE RICH PRADA BALI

BOMB THREAT FORM
BOMB INFORMATION
Location in the hotel: _____________________________________________________
Time the bomb explodes: _________________________________________________
How to recognize the bomb: ______________________________________________
What type of bomb: ______________________________________________________
CALLER DESCRIPTION
Sex
: _______________ Age range
: ______________
Nationality
: _________________________________________________
Type of accent
: _________________________________________________
Talking speed
: _________________________________________________
Other characteristics: ________________________________________________
Reason for placing the bomb: _______________________________________
Part of political organization: ________________________________________
OTHER
Time of the call
: ________ Duration of the call :
_________min.
Call taken by
: ______________ Call witnessed by : _____________
Telephone number traced :_______________________________
REMARKS
132

Subject
Policy No
Page
Distribution
: Car Accident
: FO-EFM-003
: 1 of 2
: All Associates
Effective Date :
Issued by
: FOM
Approved by
:GeneralManager
Department Head A&B
Objectives
Ensure the whole process is handled efficiently in the best interest of both car
owner and management.
Policy Statement
It is the hotels policy that all car accidents on the hotel premises are handled
efficiently in the interest of both car owner and management.
Procedures
1.
Inform the Security Department and Assistant Manager.
2.
If the accident occurred in front of the hotel, taken a picture at primitive

time.
The cars have to be moved to lower EFMund as soon as possible.
The discussion to resolve the matter has to proceed in a discrete manner,
not to arouse any public attention or crowd.
3.
No concerned hotel personnel to resume their duty and are not allowed
should involved in the discussion.
4.
Picture is to be taken of the damaged vehicle as well as the object

damaged by the car.
5.
Arrange the dDMaged vehicle to a reliable car workshop for repair.
133

Subject
Policy No
Page
Distribution
: Car Accident
: FO-EFM-003
: 2 of 2
: All Associates
Effective Date :
Issued by
: FOM
Approved by
:GeneralManager
Department Head A&B
Remarks
Following information is required for insurance:
134
Guest name
Copy of passport or ID
Guest driving license
Contact address and phone Number
Vehicle number
Copy of car registration and insurance policy
Brief of the accident occurred
DDMage and estimated cost
Hotel employee involved
Copy of the identification card of employee involved
Copy of the driving license of employee involve

Subject
Policy No
Page
Distribution
: Death
: FO-EFM-004
: 1 of 2
: All Associates
Effective Date :
Issued by
: FOM
Approved by
:GeneralManager
Department Head A&B
Objectives
To handle the incident in a discreet manner so as to avoid negative

publicity.
To ensure that the deceased belongings are safeguarded and his family
members are contacted to make further arrangement.
Policy Statement
It is the hotels policy that any death occurs in the hotel is to be handled in a
discreet manner to protect the interest of both the management and the family
of the deceased.
Procedures
1. Once the information is received, the Security Manager, must be informed
and proceed to the scene immediately.
2.
Do not touch and remove the deceased. No attempt should be taken to

do anything at all e.g. cleaning.
3.
The Security Manager will contact the Police and Medical Practitioner for
investigation, and also will inform the General Manager, Resident Manager
and the EFM.
4.
Security team members are to be stationed at the scene to prevent any

unauthorized persons from entering the area. Safeguarding the belongings
and valuables of the deceased is extremely important.
5.
After investigation and certified death by the Police and Medical

Practitioner, the deceased is then removed as soon as possible.
135

Subject
Policy No
Page
Distribution
6.
Effective Date :
: Death
Issued by
: FO-EFM-004
: FOM
Approved
by
: 2 of 2
:GeneralManager
Department Head A&B
: All Associates
The route of removal of the deceased should be through the back of the
House to avoid any public attention.
7.
If the deceased was traveling alone, attempt is made to contact his next of
kin and contact the respective embassy.
8.
If the deceased was traveling with a friend or relative, a hotel teDM

member should be arranged to assist for any arrangement.
9.
The belongings of the room should not be removed and the room to be
double locked until the claimant arrives.
10. Any inquiries from the public on the matter shall be directed to the PR
Manager.
11. The Settlement of the deceased will be dealt with by the management
guidance.
12. An Incident Report is filled up for Management review and the incident is
recorded down in the Guest Relations logbook.
136

Subject
Policy No
Page
Distribution
: Out of Town
: FO-EFM-009
: 1 of 2
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To provide the guests with optimum protection of his possession
To provide good hospitality for long-staying guests
Policy Statement
It is the hotels policy to protect the guests possessions when the guest is out
of the hotel for a longer period.
Procedures
1. Inform the guest that you will double-lock the room in order to safeguard his
possessions during his time away from the hotel
2. Ask the guest when he is planning to come back to the hotel
3. Inform the guest that he needs to contact with the EFM in case he is coming
back earlier because of the double-lock
4. Inform Housekeeping that the guest will be Out-Of-Town (O-O-T) or Sleep
Out till what date and ask the Floor Supervisor to page you when the room is
cleaned in order to double-lock the room
5. Inform Concierge to hold all mail and messages for the guest till what date
6. Write all information clearly in the EFM Logbook and leave a trace a day
before the guest is scheduled to come back
7. A day before the guest returns, unlock the door and ask the Housekeeping
to air the room and to put messages, mail, newspapers, etc. nicely on the
table.
8. Make the record the date of OOT and the date of coming back.
137

Subject
Policy No
Page
Distribution
: Out of Town
: FO-EFM-009
: 2 of 2
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Remarks:
When the guest is planning to leave the hotel for a long time make sure
plants in the room get watered on a regular basis.
138

Subject
: VIP Check In
Effective Date
Policy No
Page
Distribution
: FO-EFM-012
: 1 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objective
To provide VIP service for all VIP guests
Policy Statement
It is the policy of the hotel that every VIP is warmly greeted by the GSM and
the concerned Department Heads upon arrival as soon as the VIP gets out
of the car.
Procedures
1.
Make sure the room is thoroughly checked, in a perfect condition and VIP
Amenities and welcome letter are in the room The VIP2 room needs to be
blocked on the same day and the VIP1 room needs to be blocked one day
prior to arrival.
2.
Prepare the registration card as complete as possible as well as a typed key

card holder and key (make sure the key is tested).
3.
Put all in a check in folio, together with a pen and the HFA (Hold for Arrival)
messages and faxes.
4.
Coordinate with the Hotel Representative and inform the managers 15

minutes before the VIP arrive.
5.
Have the Check In Folio ready, together with the HFA messages and faxes
and wait for the VIP at the entrance of the hotel outside.
6.
Greet the guest by name and welcome him to The Rich Prada Bali
139
Subject
: VIP Check In
Effective Date
Policy No
Page
Distribution
7.
Issued by
: FO-EFM-012
: FOM
Approved by
: 2 of 2
:General Manager
Department Head A&B
: All Associates
Wait till formal greetings from management are finished and inform the
guest that he has the privilege to check-in in the privacy of his own room. If
the guest hesitates, suggest the Lounge of the Executive Floor (for Executive
Floor guests only) or either the EFM desk or the Front Desk.
8.
Confirm the number of luggage with the guest and make sure the Bellboy
gives priority to the VIP luggage.
9.
Show the guest the way to the elevator and introduce some of the hotel
facilities.
10. Open the door for the guest, switch on the light and hold the door for the
guest.
11. Check with the guest if the room is at his satisfaction, offer the guest a seat
at the desk and request for his signature on the Registration Card politely.
12. At the same time the Guest Services Officer performs the welcome drink
ceremony.
13. Offer the VIP a cup of tea or coffee and ask the guest for his credit card
number. Also inquire if they need the flight reconfirmed, or a limousine to be
arranged.
14. Hand over the HFA messages and faxes and inquire if you can be of further
assistance.
15. Wish the guest a pleasant stay and open the door for the Bellboy for the
luggage.
16. Return the Registration Card to the Front Desk and ensure that it is checked
into the system correctly.
140
Subject
: VIP Room Inspection
Effective Date
Policy No
Page
Distribution
: FO-EFM-013
: 1 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To ensure that the VIP room is in perfect condition
Policy Statement
All VIP rooms need to be inspected prior to arrival to ensure that the room is in
perfect condition.
Procedures
1. Check and block all VIP rooms and prior to arrival. for VIP1, it will be discussed
at the weekly meeting.
2. Check and block all VIP rooms one day prior to arrival.
3. Check the major room facilities first (telephone, curtains, carpet, bath, lights
etc.) according to the Room Inspection Check List Provided.
4. In case of any deficiencies that can not be solved easily the room should be
changed.
5. In case of any minor deficiencies, call the concerned departments (e.g.
Housekeeping, Engineering) immediately to follow up.
6. Double check if the follow up is carried out satisfactory.
7. Check the VIP Set Up prior to arrival.
8. Put the welcome letter in the room
Some points that need special attention during the check:
Turndown service done (if applicable)
141
Subject
Policy No
Page
Distribution
: Guest Accident
: FO-EFM-014
: 1 of 2
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To ensure that the injured guest is being treated with medical attention
immediately.
The life of the injured guest is safeguarded through prompt action.
Policy Statement
It is the hotel policy to ensure that any accident involving a guest is handled
promptly to safeguard his live.
Procedures
1. Once an accident occurs, the Security Manager or in his absence the
Security Assistant Manager is informed immediately as well as the Manager
on Duty.
2.
First aid to be applied immediately with the readily provided First aid box
and equipment.
3.
per hotel car decided by the Guest Services Manager.
4.
If the guest is in a severe condition, do not remove the guest at all,

administer emergency treatment if possible, and arrange an DMbulance.
5.
Get ready the service lift for the DMbulance and medical crew so that
prompt action can be taken.
6.
The injured is brought down through areas that are at the back of the house
to avoid guest contact.
7.

the injured to the hospital, to assist the injured.
8.
General Manager, Resident Manager, Manager on Duty and Security

Department has to be informed immediately.
142

Subject
Policy No
Page
Distribution
9.
Effective Date
: Guest Accident
:
Issued by
: FO-EFM-014
: FOM
Approved by
: 2 of 2
:General Manager
Department Head A&B
: All Associates
Contain the spread of the news of the accident by ensuring the team
member involved maintain confidentiality.
10. If the accident occurred in a guestroom, security team member is to be

positioned to prevent unauthorized persons from entering.
11. Securities are to ensure that the ambulance is directed to the loading dock
area.
If the accident occurred in the guestroom and the victim to be
accompanied by a friend or relative, a change of room should be offered.
The room which accident occurred may need to be double locked for
further investigation purposes.
12. If the victim is not accompanied by anyone, every effort must be made to
contact the next of kin through information on his passport. The Embassy of
guest nationality is to be contacted if necessary.
13. Guests travel documents should be checked and Airline or Tour Agent
notified.
14. The Incident is to be kept in absolute confidentiality to all parties, especially
the Press.
15. All inquiries are to be handled by the PR Manager or the General Manager
16. An Incident Report is filled up by the Security Department
143
Subject
Policy No
Page
Distribution
: Team Member
Accident
: FO-EFM-015
: 1 of 1
: All Associates
Effective Date
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To ensure that the injured team member is being treated with medical
attention immediately.
The life of the injured team member is safeguarded through prompt action.
Policy Statement
It is the hotel policy to ensure that any accident involving a team member is to
be handled promptly to safeguard his live.
Procedures
1. Once an accident occurs, the Security Manager or in his absence the
Security Assistant Manager is informed immediately.
2.
First aid to be applied immediately with the readily provided first aid box
and equipment.
3.
per hotel car.
4.
The injured team member is brought down through areas that are at the
back of the house to avoid guest contact.
5.

the injured to the hospital, to action on any decision or measures for the
injured.
6.
Department Head of the team member, Manager on duty and Security

Department has to be informed immediately.
7.
Inform the family member of the injured team member if hospitalization is

needed.
8.
Record the details of the accident in the Logbook for management review.
144

Subject
Policy No
Page
Distribution
: Alleged Theft
: FO-EFM-016
: 1 of 2
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To carry out investigation by the security team and keep the guest informed of
the progress appropriately.
Policy Statement
It is the hotel policy that all alleged theft case is handled professionally,
discreetly and immediately.
Procedures
1. If the information receives states that the incident happened in front of the
guest, obtain the description of the person involved immediately.
2.
Inform the Security Manager and activate the Security team to be vigilant
at all exit points that is:
Staff entrance, Guest lifts at the Lobby, Service lift, Car Park Lifts, Hotel
Main entrance
Loading bay.
Stop and detain any suspect that fits the description for investigation.
3.
The guest has to be interviewed by the Security Manager to carry out

investigation.
4.
Security Department will fill up an Incident Report.
5.
A search is conducted immediately with the security team on the affected

guest room and guest floor.
6.
A lock reading with details of the entry to guestroom is made for the
Security Manager for investigation.
145

Subject
Policy No
Page
Distribution
7.
Effective Date
: Alleged Theft
:
Issued by
: FO-EFM-016
: FOM
Approved
by
: 2 of 2
:General Manager
Department Head A&B
: All Associates
If the guest would like to lodge a police report, the Security Manager will
contact the police for investigation.
8.
Any type of discussion with the police must be in the presence of the
Security Manager.
9.
The Incident should be kept absolute confidential to all team members and
the public to eliminate negative publicity of the hotel.
146
Subject
: Guest Complaints
and Disputes
Effective Date
Policy No
Page
Distribution
: FO-EFM-017
: 1 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To resolve guest complaints and disputes in an efficient and professional

manner.
To ensure highest level of guest satisfaction and hotel interest.

To report to the management so as to review the complaints to rectify any
problem and prevent loss of future business opportunities.
Policy Statement
It is the policy of the hotel that all guest complaints and disputes are solved
DMicably in the highest level of guest satisfactions and hotel interest.
Procedures:
1. Greet and acknowledge the guest appropriately.
2.
Invite the guest to the Guest Services Desk or Offer the guest to the lounge
for a discussion - this is to move the guest away from the Front Desk to avoid
making a scene.
3.
Listen to the guest complaints carefully, maintain eye contact, do not make
funny faces or giggle no matter what the complaint, take down any details
if necessary.
4.
Show empathy and make sure the guest feels that you understand his
situation, and apologize for the inconvenience caused.
5.
If the guest will not quiet down, or demands to see the manager, it is
advisable to seek assistance from a colleague with a higher position.
147
Subject
: Guest Complaints
and Disputes
Effective Date
Policy No
Page
Distribution
6.
Issued by
: FO-EFM-017
: FOM
Approved by
: 2 of 2
:General Manager
Department Head A&B
: All Associates
Resolve the matter immediately by offering alternatives that ensure the
interest of both the guest and the hotel.
7.
If the matter could not be resolved immediately, inform the guest the
necessary action to be taken and will keep him duly informed until he is
satisfied with the situation.
8.
Thank the customer for bringing up the matter to assist the hotel to rectify it
shortcomings .
9.
Check back with the customer to ensure satisfaction
10. Make record in the Log-book let every staff know the incident while show
our care to the guest.
11. Take the notes as detail as possible if it needs follow up.
12. Log down the incident in the Log-book for Management review.
Ensure that all details are recorded in the guests profile for future reference.
Remarks:
Do not
Talk the guest down
Be defensive
BlDMe another employee or department
BlDMe the guest
Do not argue back
Show ridiculous
Stop the guest during the conversation
Make any promise without action or follow up
148

Subject
: Complimentary Order
Effective Date
Policy No
Page
Distribution
: FO-EFM-019
: 1 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To ensure accurate recording and accounting for welcome and
complimentary Amenities.
To provide and create the friendly services
Policy Statement
It is the hotels policy to offer Welcome Amenities and Complimentary
Amenities for guests according to the set guidelines by management.
Procedures
1. All complimentary orders for guests such as fruits, cakes, chocolates, liquor
and flowers etc must be authorized by the department heads or Guest
Relations Officer (EFM).
2. All food and beverage items are to be ordered through Room Service.
Flowers and room Amenities are to be ordered through Housekeeping.
3. The EFM will print the arrival list for the next day at 1200 hours and makes a
summary of the requested Amenities and submits a copy after having
obtained the signature from her Superior to Room Service and
Housekeeping for ordering and planning purposes.
149

Subject
Policy No
Page
Distribution

/ Hospitalization
: FO-EFM-020
: 1 of 4
: All Associates
Effective Date
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To ensure that the guest receives professional and immediate treatment in

case of illness
Policy Statement
It is the policy of the hotel to establish written procedures for guests who
request a doctor or require hospitalization.
Procedures In House Clinic

1. If the guest requests to see a doctor, during opening hours of the clinic, page
the MOD and the Nurse from the In-House Clinic
2. Inform the MOD which guest requests to see a doctor and that you have
paged the nurse
3. The GSO will pick up the nurse and escort her to the guest room
4. The fee for the consult and medicines can be charged to the guest room.
5. If the guest requests to see a doctor, when the clinic is closed, the GSO will
confirm with the guest if the doctor needs to come to the hotel or if the guest
wants to go to the hospital.
6. In case the guest requests for a doctor to come to the hotel, the hospital who
is in charge of the in house clinic has to be contacted
7. When the doctor arrives at the hotel, the GSO will escort the doctor to the
guestroom.
150

Subject
Effective Date
:
/ Hospitalization
Policy No
Issued by
: FO-EFM-020
: FOM
Page
Approved by
: 2 of 4
:General Manager
Distribution
Department Head A&B
: All Associates
8. f the guest needs to be hospitalized, the MOD will be responsibility to ensure
that the guest is transported to hospital by either taxi, limousine or
ambulance.
9. If staffing permits and the guest would like, assign a staff member fluent in
both English and Chinese to accompany the guest.
a. Explain to the guest the hospitals policy regarding payment of
accounts
Obtain a medical authorization form from Front Desk ,PBX,
Security or MOD manual. Have the guest sign the form prior to
departing the hotel for the Hospital (sDMple attached).
b. A copy of this form should accompany the guest to the hospital.
c. After the guest was received treatment, the doctor should notify
the MOD of the total charges and whether the guest paid for
them or if they are being billed to our hotel. If they are being
billed to the hotel, a miscellaneous charge needs to be
completed and posted to the guestroom account (sDMple
attached). When posting in Fidelio for explanation, type:
Medical Treatment.
d. Should the guest decide not to go to the hospital or change
and want to go to another hospital, it is the DMs responsibility to
advise the doctor immediately regarding this change.
151

Subject

/ Hospitalization
Policy No
: FO-EFM-020
Page
: 3 of 4
Distribution
: All Associates
Remember the following:
Effective Date
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
1. It is the DMs responsibility to coordinate all dealings between

the doctor and the hotel guest.
2. It is the DMs responsibility to ensure the medical authorization
form to be filled out by the guest going to the hospital.
3. It is the DMs responsibility to advise the doctor in the event that
the guest changes his/her mind and advice guest of the
charges that will be incurred.
Keep the following in mind:

When a guest has requested a doctor, the doctor may have to stop
what he is doing or has to get up, get dressed and go to hospital or
come to our hotel.
The doctor that Service our hotel many times give up their own
personal time to treat our guest.
Therefore it is important that the guest is sure he wants the doctor
and that once the doctor is called or goes to a location to deliver
treatment that the guest is there also.
Procedures
1. Hotel guests admission without deposit can only occur if the hotel makes
arrangement to collect all bills incurred by the guest by whatever means.
The hospitals will not accept checks or credit cards, only cash from non
residents.
152

Subject
Effective Date
:
/ Hospitalization
Policy No
Issued by
: FO-EFM-020
: FOM
Page
Approved by
: 4 of 4
:General Manager
Distribution
Department Head A&B
: All Associates
2. Procedure will be that bills incurred will be sent immediately to the Front Desk
for charging to the room account only when the guest does not, or neglects
paying at the hospital.
3. Appropriate forms must be available at all hours for admission and kept with
the Front Office Manager, Security Manager and MOD Book, so the doctor
on call can easily obtain when required.
4. Chaperone is necessary only when the duty nurse is off duty in the evenings.
When required, the doctor should contact Front Office Manager, Security
Manager or DM.
5. To avoid delays or misunderstanding, the Manager handling the case should
make sure that the guest is sent to the designated hospital as advised by the
Doctor.
6. Make the record in detail on the Log-book so as to care the guest by related
department staff.
7. When the guest come back from the hospital, the EFM on duty should make
a courtesy call and ask the further requires to the guest. Take the notes on
the Log-book and report the details to DM.
153

Subject
Policy No
Page
Distribution
: Fights
: FO-EFM-021
: 1 of 2
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To handle incident pertaining to fights in a safe manner so as to avoid any

form of inconvenience or harm to other guest, teDM member and hotel
property.
To resolve the fight as soon as possible in a diplomatic manner.
To minimize any dDMage or losses that is caused due to the fight.
Policy Statement
It is the policy of the hotel that any incident pertaining to fights are handled in a
safe manner with minimum losses.
Procedures
1. The Lobby Assistant Manager and the Security Manager have to proceed to
the scene immediately to attend to the case.
2. If the fight was due to alcoholic influence, instruct the bar tender and outlet
teDM member to discontinue further liquor service.
3. The Security teDM has to make attempt to stop the fight in a tactful but firm
manner.
4. Inform the party involved to leave the outlet as their actions has disrupted
the business of the outlet and other patrons.
5. The security team is summoned to escort them out of the hotels premises.
154

Subject
Policy No
Page
Distribution
: Fights
: FO-EFM-021
: 2 of 2
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
6. Do not involve the Police unless the situation is out of control and causing
damage to the hotels property, other patrons or team members and with
the approval of the Security Manager.
7. The incident has to be handled discreetly, the reason not calling the Police is
to protect the image of the hotel
8. Any inquiries or question from the public is directed to the PR Manager.
9. An Incident Report is made by Security Department and forward to the

Management for investigation and action.
155
Subject
Policy No
Page
Distribution
: Lost and Found

: FO-EFM-023
: 1 of 1
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To ensure that the guest knows his loss is taken seriously and that everything
is done to recover the lost item.
To ensure that the guests can get what they lost as soon as possible.
Policy Statement
It is the policy of the hotel to assist the guest in every way in locating his lost
items
Procedures
1. Check with the guest the location where he lost his item.
2. Contact the Housekeeping Department and ask if the item was found.
3. If Housekeeping has the item the Lost & Found should be picked up by a
Bellboy and brought to the EFM together with a Lost & Found Claim Record
Slip.
4. Assist the guest in filling up the form completely.
5. If no Lost & Found was reported to Housekeeping, contact the Supervisor /
Manager of the outlet where the item was lost if nothing found take the
guest to the outlet to point out where he was seated.
6. Get exact details of the item lost as well as the guests contact telephone
number and address (out-side guests only).
7. Inform Security Department of the case for further investigation
8. If the item can not be located, contact the guest the following day and
explain that nothing is found so far, and should we locate their item we will
contact them.
9. Make the record on the Log-book so as to follow up by other colleagues.
156

Subject
Policy No
Page
Distribution
: Safety Box
: FO-EFM-025
: 1 of 2
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To give guests another option to store their valuable than their room
Policy Statement
It is the hotels policy to offer in-house guests the possibility of using the
safety boxes of the Front Desk
Procedures
1. Open the door for the guest.
2. Ask the guest to close the door behind him
3. Greet the guest and ask the guest for his key card holder to confirm guest
name and room number.
4. Ask the guest fill up the form for temporarily safety box usage from
Accounting Department
5. Choose a safety box according to size of the item.
6. Open the box with both keys and hand over the box to the guest do not
stare at the items or at the guest but allow the guest privacy.
7. Give one key to the guest and put the other one back into the key cabinet
8. Check the filed form, put the safe deposit number on the card and sign your
name
9. File the second page of form according safety box number in the file for the
safety box forms
157

Subject
Policy No
Page
Distribution
10.
Effective Date
: Safety Box
:
Issued by
: FO-EFM-025
: FOM
Approved
by
: 2 of 2
:General Manager
Department Head A&B
: All Associates
Attach the first copy of the form with guest registration card
11.
Anytime the guest requests for his safety deposit box, the guest should fill
in the an identification record slip.
12.
Compare with the filled form and file the slip with the original form
Record all status (open, use, close) on the logbook whenever use the safe
deposit box.
Remarks:
- If a guest looses their safety box key, the GSM must be informed, and together
with Engineering, Security and the guest, the lock must be drilled open. The
guest will be charged for the replacement lock.
- If a guest checks-out without returning the key, the safety box will be opened
after the period stated on the safety deposit box request form
- All safety box usage by staff should be approved by the concerned

Department Head and the Front Office Manager
158

Subject
Policy No
Page
Distribution
: Show Room
: FO-EFM-026
: 1 of 2
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objective
To ensure that the room will not be sold to a guest during the time the show
room is needed.
Policy Statement
It is the policy of the hotel that the room requested for show room is blocked
in the system and double-checked afterwards by Housekeeping.
Temporary Show Room Procedures
The Team Member will approach the Front Desk and mention which type
of room is needed for show room.
1. The Front Desk Agent will source a vacant clean room.
2. Assign the room number in the computer system and place the reason as
Show Room. This will ensure that the room is not sold or allocate to another
guest.
3. The key will be put in a key card holder and the room number will be written
down
4. Upon completion of the show room the key card and key will be handed
over to the Front Desk Agent
159

Subject
Policy No
Page
Distribution
: Show Room
: FO-EFM-026
: 2 of 2
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
5. The Front Desk Agent will unassign the room number and calls Housekeeping
to double check the room to ensure cleanliness.
6. The Senior Front Desk Agent will check all assigned rooms on a regular basis
to ensure that the inventory is accurate.
Permanent Show Room Procedure

1.
If occupancy allows, the Front Desk Supervisor / Team Leader should assign
Permanent Show-Rooms (of each category), preferably on the same floor.
2.
Housekeeping should then block these rooms as Out-Of-Service (using the

Show-Room code)
3.
When associates request the show-room keys, they sign for the keys in the
logbook, and sign the keys back in when they are returned.
160

Subject
Policy No
Page
: Valuables
: FO-EFM-027
: 1 of 2
Distribution
: All Associates
Effective Date
Issued by
Approved by
:
: FOM
:General
Manager
Department Head A&B
Objectives
To take good care of the valuable items of the guest
To ensure that valuable items are not lost or damaged
Policy Statement
It is the policy of the hotel to secure all valuables that the hotel holds for
guests on a temporarily basis in the Front Office Safety Box.
Procedures
1. Upon request from the Front Desk, Concierge or other Front Office
departments the Guest Services Officer will store the valuable in the Front
Office Safety Deposit Boxes.
2. Items to be secured include air tickets, watch, camerals etc. that are
temporarily hold for in-house or out-side guests. Also signed credit card
vouchers from Front Desk for deposit and as required by Accounting
Department.
3. Put the items in either one of the safety deposit boxes assigned for Guest
Services and fill in the Log Book.
161

Subject
Policy No
Page
: Valuables
: FO-EFM-027
: 2 of 2
Distribution
Effective Date
Issued by
Approved by
:
: FOM
:General
Manager
Department Head A&B
: All Associates
4. Sign out the item in the required log book upon retrieving the item and ask
the department to sign for receiving the item.
Remarks:
Make sure the Front Desk Agent put the Credit Card voucher in an
envelope with guest name, room number, staying period, type of credit
card and ID / passport number. Check the contents on the envelope and
close with a staple
Make sure the room number and / or check out dates on the envelopes
are changed according instructions from Front Office.
Make sure the envelopes are retrieved on the day of departure and
handed over to the Senior Front Desk Agent in order not to slow down the
check out process
Logbook
Safety Box log book
162

Subject
Policy No
Page
Distribution
: Guest Birthday
: FO-EFM-029
: 1 of 2
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To wish guest a happy birthday
To provide guests with good hospitality
To make the guest feel at home
Policy Statement
It is the policy of the hotel to recognize and present a birthday gift to all in
houseguests celebrating their birthday while staying in the hotel.
Procedures Night Manager

1. Print and check the guest birthday report
2. Prepare the complimentary orders
Procedures EFM
1.
Check the complimentary orders and wait till you receive the signed
Birthday Cards from the Front Office Manager.
2.
Pass all to the Room Service who will prepare the set up in the room.
Procedures Birthday upon Check In
163

Subject
Policy No
Page
Distribution
Effective Date
: Guest Birthday
:
Issued by
: FO-EFM-029
: FOM
Approved
by
: 2 of 2
:General Manager
Department Head A&B
: All Associates
1. If guests birthday is the same as the arrival day, the Front Desk Agent should
recognize the date of birth and wish the guest a Happy Birthday on behalf
of The Rich Prada Bali Hotel International Hotel, in a discreet manner, and not
in front of the guests colleagues, or traveling companion(s).
2. After the check in the Front Desk Agent notifies the EFM
3. The EFM arranges that a card and the complimentary voucher will be sent to
Room Service
Procedures Birthday upon Check Out

1. In case the guest birthday is on the same day as the departure day, the Night
Manager will prepare a gift and card signed by the FOM.
2. The card and gift will be passed to the Front Desk who will surprise the guest
upon check out.
164

Subject
Policy No
Page
Distribution
: Guest Join-In
Authorization
: FO-EFM-030
: 1 of 1
: All Associates
Effective Date
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objective
Ensure hospitality service to the hotel guest.
Ensure fDMily members join in with in house guest.
Policy Statement
It is police of strongly to identify guest and in house guest authorization
Procedures
A.
Any join-in guest is required to present his personal identification for the
registration purpose.
B.
If the in-house guest is not present when the join-in guest checks in, an
authorization form is required to be filled in by the in-house guest prior to
the join-in registration. Details of the join-in guest will be specified on the
form.
C.
Rate difference will be mentioned to the in-house guest if there is a

variation between the single and double occupancy on the room rates.
That means room rate including breakfast.
165

Subject
: Guest Comments
Effective Date
Policy No
Page
Distribution
: FO-EFM-031
: 1 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objective
Ensure the saturation of hotel guest satisfaction to stay with us.
Ensure the guest can improve our hotel service from their comments.
Policy Statement
It is Hotel police that we should humble and look squarely any guest comments.
Procedures
A. CONVERSATION WITH GUESTS
B.
1.
Staff should always handle direct comments from guests with a patient
and sincere attitude.
2.
All guests comments will be reflected on a courtesy call logbook to be

submitted to General Manager daily.
3.
A copy of the comment will be distributed to the concerned

department head for reference and improvement.
4.
In case of complaints, full details of the complaint will be written down

in the Guest Service Manager logbook for General Managers review.
5.
Corrective action should follow up by the department head

concerned.
GUEST QUESTIONNAIRE/GUEST SATISFACTION SURVEY (GSS) IN GUEST ROOM
166

Subject
: Guest Comments
Effective Date
Policy No
Page
Distribution
1.
Issued by
: FO-EFM-031
: FOM
Approved by
: 2 of 2
:General Manager
Department Head A&B
: All Associates
All guest questionnaires received will be answered immediately and
channeled to the General Manager for review in Department Heads
Meeting.
2.
Any complaint mentioned on the guest questionnaire will investigate by

the concerned department head. If extra training for the staff is
necessary, department head concerned will lilies with Training Manager
to provide the training as soon as possible.
3.
All complaints from guests will be recorded in the guest history system
maintained by Guest Service Department to avoid the occurrence of
the same complaint during the future visits of the guests.
4.
A compliment letter should prepare by General Manager to hotel

associate who received compliment from guest questionnaire.
C. LETTERS RECEIVED FROM GUEST

1.
All letters from guests will be opened by General Manager and

reviewed in the Department Heads Meeting.
2.
Any complaint mentioned in the letter will investigate by the concerned

department head.
3.
A compliment letter will prepare by General Manager to hotel

associate who received compliment from guest letter.
4.
All letters received will be replied by General Managers Office.
167

Subject
: Booking at other
Hotel
Effective Date
Policy No
Page
Distribution
: FO-EFM-032
: 1 of 1
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objective
Ensure hospitality service and increase for other hotel
Ensure to maintain The Rich Prada Bali Hotel service standard
Policy Statement
Details should inform the hotel which you booking to.
Procedures
Associates in following sections in front office department are pleased to offer
this service for both in-house or outside guests:
Reservation
Reception
Guest services
All the above sections are providing 24 hours services. There are methods to
provide this service:
Call The Rich Prada Bali +62 361 8484 633
Send e-mail to gm@therichpradabali.com
Through web site at www.therichpradabali.com
168

Subject
Policy No
Page
Distribution
: Hotel Events
: FO-EFM-033
: 1 of 1
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objective
Ensure smoothly cooperation with hotel department.
Ensure hospitality service for guests.
Policy Statement
Correctly to share information to the guest who attend the events.
Procedures
A. The purpose is to keep hotel guests and the public informed of any events,
which take place in the hotel during the day.
B.
All hotel events will be supported by an event order with sequence number,
which is prepared by Food & Beverage Department and approved by the
relevant personnel.
C. Morning shift Guest Service Manager will take note of all events and act
accordingly to give directions to guests attending the functions.
D.
Any additional events/adjustments should be made accordingly and to

verify with Concierge/Banquet Department, and then checked by Lobby
Assistant Manager on duty.
169

Subject
: Use of Emergency Key
Effective Date
Policy No
Page
Distribution
: FO-EFM-034
: 1 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objective
Ensure solved guest request under security.
Policy Statement
The entire section, which has to attend, should prove smoothly and safely.
Procedures
A. The safe Emergency Key should be kept in a safe deposit box jointly
opened by Guest Service Manager and Security Manager.
B.
Only authorized personnel from Guest Service Department and Security

Department are allowed to have access to the safety box containing the
Emergency Key.
C. A pair of authorized signatures (one from Guest Service Department and

the other from Security Department) is required upon withdrawal and return
of the Emergency Key from/to the deposit box.
The cashier responsible for opening the mentioned safety box will act as a
witness and to ensure both authorized signatures from the concerned
departments appear on the safety box record card.
The authorized signatories are as follows:

-All Guest Service Managers
-Security Manager
-Security Supervisor
170

Subject
: Use of Emergency Key
Effective Date
Policy No
Page
Distribution
Issued by
: FO-EFM-034
: FOM
Approved by
: 2 of 2
:General Manager
Department Head A&B
: All Associates
D. A control book should be designed to record the use of the key. Both Lobby
Assistant Manager and the authorized Security personnel are required to
sign on the control book upon withdrawal and return of the Emergency Key.
E.
Since the time of withdrawal and return of the Emergency Key is

importance, it should be accurately and clearly stated on both the safety
box record card and control book.
F.
Only in the presence of a Lobby Assistant Manager and authorized Security

personnel, can a safe lock be released.
G. In case a guest has forgotten his secret code to the safe, upon opening the
safe for the guest, Lobby Assistant Manager must verify the contents of the
safe with the guest in the presence of Security personnel to confirm nothing
is missing from the safe.]
H. The master code for the Emergency Key will only be made known to Lobby
Assistant Manager. For better control,
THE MASTER CODE SHOULD BE CHANGED ONCE EVERY THREE MONTHS.
171

Subject
: Internal Trace Report
Effective Date
Policy No
Page
Distribution
: FO-EFM-038
: 1 of 1
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To ensure that guest requests and outstanding issues are followed up efficiently.
Ensure customers satisfaction.
Policy Statement
It is the policy of the hotel that the Front Desk follows an Internal Trace Report,
which lists outstanding issues, up daily.
Procedures
1. Print a list of the Internal Trace Report daily.
2.
Go through each request and instruction to resolve the outstanding issues.
3.
Any item that is not possible to be attended on the same day has to be
forwarded to the next day.
4.
Any item that is not possible to be attended to on the same shift is carry
forward to the next shift.
5.
Write down to indicate clearly the outcome of the follow up on the Internal
Flag Report.
6.
At the same time, enter the outcome of the follow up into the respective
Internal Flag in the computer system.
7.
This report is reviewed by the Night Manager to ensure completion and

correct actions, before guest depart.
8. File the report for future reference.
172

Subject
Policy No
Page
Distribution
: Emergency
Announcement
: FO-EFM-040
: 1 of 1
: All Associates
Effective Date
Issued by
: FOM
Approved by
:GeneralManager
Department Head A&B
Emergency Announcements
a) Attention Please!
The Hotel employee will conduct routine emergency & fire drills for a few
minutes. It will not affect you and your guest. Please remain calm. Thank you
for your understanding and co-operation.
b) Attention Please!
The routine emergency & fire drills has been successfully completed.
Thank you for your co-operation.
c) Attention Please!
Due to fire alarm, all guests are required to evacuate from the hotel. Please
take your passport and travel documents with you. Proceed to the nearest
fire exit and take the staircase down to the hotel safety exit.
Please stay calm and do not use the lifts in all circumstances.
Thank you.
d) Attention Please!
All guests are required to evacuate from the rooms. Please take your
passport and travel documents with you and take the staircase to the
3rdfloor, the refuge floor. Please stay calm and do not use the lifts in all
circumstances.
Thank you.
173

Subject
Policy No
Page
Distribution
: Call Accounting
System
: FO-TEL-002
: 1 of 2
: All Associates
Effective Date
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objective
To set up the Automatic Call Accounting System at the PABX according to
the call rates established by the Government.
Any charges that are not possible to be handled by the PABX Automatic Call
Accounting system has to be posted into the Computer PMS system by the
operator manually.
Policy Statement
It is the hotels policy that all call charges are properly charged to maximize
revenue and minimize losses.
Procedures
1. Charges that are to be posted manually to the computer system are:
a) Handling Charges of Operator Assisted Calls.
b) Guest Call made on the non guest room extension
2. A Telephone Voucher with serialized number has to be raised for charges,
complete the voucher with the following information:
a) Guest name and Room Number
b) Telephone number
c) Type of Charges
d) Duration of Call
174

Subject
: Call Accounting
System
Policy No
: FO-TEL-002
Page
: 2 of 2
Distribution
: All Associates
e) Total Charges
Effective Date
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
f) Telephone Operator Name and signature

3. Obtain guest signature on the voucher for posting to the guest room
account.(if possible)
4. If the charge is not allowed to bill to room, or for the city guest, cash
payment must be obtained with the assistance of the Front Desk.
5. Retain a copy of the Telephone voucher and record on the Telephone
Voucher List for reference at the month end audit.
6. The PABX system has an online interface system to Autopost all telephone
charges to the guestroom account.
7. System has features to program the telephone charges to be posted to
guest account or permanent folio as and when there is special
arrangement.
8. The Call Accounting System maintains the record of all phone charges, it
can be referred to check the charges and duration of calls.
9. A print out of the Daily Call Charges report is continuously being generated
at the PABX room, the report is reviewed by the Night Audit daily for
accounting purposes.
Vouchers
Telephone voucher
175

Subject
: Call Barring
and Unbarring
Effective Date
Policy No
Page
Distribution
: FO-TEL-003
: 1 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To bar and unbar the phone line of the guest either by guest or management
instruction.
The management can bar the phone lines in the guestroom if they deem
necessary to stop giving credit to the guest account. Therefore the guest has to
pay cash first for the use of the phone.
Policy Statement
It is the policy of the hotel to provide efficient and effective telecommunication
service to the guest.
Procedures
1. Enter the Call Barring System when instruction is received from either the
guest or the management.
2. Obtain the following information into the Call Barring Log Book:
b) Type of Calls to be barred. (e.g. All calls, IDD calls, Trunk Calls, etc)
c) Duration
d) Reason
176

Subject
: Call Barring
and Unbarring
Effective Date
Policy No
Page
Distribution
Issued by
: FO-TEL-003
: FOM
Approved by
: 2 of 2
:General Manager
Department Head A&B
: All Associates
3. The Chief Telephone Operator reviews the Call Barring Log Book to verify and
follow up if there is any necessary action to be taken during each shift.
4. In the event that instruction is given by the management, due to credit

management, ensure that the guest is properly informed.
5. When the guest requests to unbar the line, the telephone operator informs
the guest diplomatically to pay cash for any calls made.
Logbook
Call Barring Log book
Guest
name
177
Room
Type of call
barred
From To
Reason

Subject
Policy No
Page
Distribution
: Do Not Disturb
Feature
: FO-TEL-004
: 1 of 2
: All Associates
Effective Date
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To provide guests with the option not to be disturbed by any phone call while
he is in the guestroom.
To provide confidentiality and privacy for the guest.
Policy Statement
It is the policy of the hotel to provide efficient Telecommunication service for
the guest.
Procedures
1. When receiving the instructions from the guest to place his call as Do Not
Disturb, the Telephone Operator has to clarify with guest to take down the
following instructions:
b) Duration
c) Any Specific Instruction
2. The Operator repeats the information to check accuracy with the guest
3. Then proceed to enter the above information to the computer system.
4. The Phone line of the guestroom is progrDMmed to be forwarded to the

telephone operator at the switchboard by using the Do Not Disturb feature.
178

Subject
Effective Date
: Do Not Disturb
:
Feature
Policy No
Issued by
: FO-TEL-004
: FOM
Page
Approved by
: 2 of 2
:General Manager
Distribution
Department Head A&B
: All Associates
5. The Telephone Operator is able to attend to the caller adhering to the guest
instruction.
6. The Telephone operator has to delete the Do Not Disturb program for the
guest once the duration of the requested instruction is expired, the phone
system will resume normal operation.
Forms
D-N-D Form
Guest name
179
Room
From To
Special
instruction

Subject
: Guest Locator Feature
Effective Date
Policy No
Page
Distribution
: FO-TEL-005
: 1 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To provide guests with the option to forward his calls to his where abouts if
arranged in advance with the telephone operator.
To provide confidentiality and privacy for the guest adhering to guest
instruction.
Policy Statement
It is the policy of the hotel to provide efficient telecommunication service for the
guest.
Procedures
1. When receiving the instruction from the guest to place his call to his
whereabouts, the Telephone Operator has to take down following
instructions and double check with the guest:
b) Duration
c) Location and Telephone number
d) Any Specific Instruction
2. The Operator repeats the information to check its accuracy with the guest.
3. Then proceed to enter the above information to the computer system.
180

Subject
: Guest Locator Feature
Effective Date
Policy No
Page
Distribution
Issued by
: FO-TEL-005
: FOM
Approved by
: 2 of 2
:General Manager
Department Head A&B
: All Associates
4. The phone line of guestroom is programmed to forward all calls to the
Operator at the switchboard by using the Guest Location feature during the
desired period of time.
5. As a result, the Telephone Operator is able to attend to the caller and adhere
to the guest instruction.
6. The Telephone operator has to delete the Guest Location progrDM for the
guest once the duration of the instruction is expired, the phone system will
automatically resume the normal operation.
7. The guest locator should also be made in Fidelio (F/O system) and cancelled
accordingly.
Forms
Guest Locator Form
Guest
Name
181
Room
From To
Location and
Number
Instruction

Subject
: Incoming Calls
Effective Date
Policy No
Page
Distribution
: FO-TEL-006
: 1 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To provide friendly and efficient telephone service for all incoming calls at all
times.
Policy Statement
It is the policy of the hotel to provide friendly and efficient telephone service for
all incoming calls to the hotel.
Procedures
1. The telephone switchboard has to be manned 24 hours.
2. The telephone operator answers all calls within 3 rings.
3. The telephone operator answers the call promptly with a crystal clear voice
in a well intonation manner.
4. Standard Phrase to answer the incoming calls:
a) Good Morning/Good Afternoon/Good Evening, ( hotel Name ),
How may I help you?
5. Transfer the call to the requested extension immediately.
a) Certainly Sir / MadDM, Please hold on.
6. Attend to the next call as soon as possible.
7. If the caller has any inquiry, inform the caller that his call will be transferred to
the relevant department - This is to ensure that the telephone switchboard is
not jDMmed up and allows the operator to attend to the next call.
182

Subject
: Incoming Calls
Effective Date
Policy No
Page
Distribution
Issued by
: FO-TEL-006
: FOM
Approved by
: 2 of 2
:General Manager
Department Head A&B
: All Associates
8. Rules and regulations at the Telephone Communication Room has to be set
to minimize the traffic at the switchboard:
a) No unauthorized personnel is allowed to enter the Telephone

Switchboard Room to make phone calls from the switchboard.
b) No Food is allowed in the Telephone Switchboard Room.
c) All hotel employees are not allowed to call the switchboard for
service.
d) The Telephone Room has to be well maintained and quiet at all

time.
9. Telephone extension numbers for hotel offices must be made available at

the switchboard console to facilitate the transfer of the calls efficiently.
183

Subject
: Operator Assisted Calls
Effective Date
Policy No
Page
Distribution
: FO-TEL-007
: 1 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objective
To provide friendly and efficient Operator Assisted Call Service for the in house
guests.
The call charges are accurately charged to the guest following the Finance
Procedure.
Policy Statement
It is the hotels policy:
1. To notify the guest that it is cheaper to make a direct IDD Call instead of
going through the operator.
2. The hotel will charge a flat service fee to the guest.
Procedure
1. Operator has to check with the computer system to confirm the guest is
register as an in house guest to facilitate in billing.
2. Inform the guest that a handling charge is charged regardless whether the
call can go through or not.
3. Record down the following information on the Telephone Voucher:
a)
b)
c)
d)
e)
f)
Guest Name & Room Number

Telephone Number
Country Name/Code
City Name/ Code
Recipients Name
Verify with the guest if this is an IDD Call, person to person call or
collect call.
4. Action the guests request, adhering to the specific instructions.
184

Subject
: Operator Assisted Calls
Effective Date
Policy No
Page
Distribution
Issued by
: FO-TEL-007
: FOM
Approved
by
: 2 of 2
:General Manager
Department Head A&B
: All Associates
5. Guest may hold the line or the operator will call the guest back.
6. Book the call with the Telecom Exchange Operator
7. When the Telecom Exchange Operator answers, state clearly:
a) Type of call required
b) Telephone Number and guest name required to call
c) Destination of the call
d) Callers name and room number
e) Hotel phone number
f) Operators name
After giving the information, hang up and wait for the Telephone Exchange
Operator to call back.
When the Telephone Exchange Operator calls back and the line is
connected, put the call through to the guestroom promptly.
10 Complete the process by filling up the complete handling charges on the

Telephone Voucher
11 Post the charges to the guest account.
Forms
Telephone Voucher
185

Subject
: PABX Adcom Fax

System
Effective Date
Policy No
Page
Distribution
: FO-TEL-008
: 1 of 1
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objective
This system provides the guest with the convenience of receiving and faxing his
personal faxes in the guestroom with a protected security feature.
Policy Statement
It is the hotels policy to provide efficient and effective telecommunication
service for the guest.
Procedures
1. A fax machine is installed to the Executive Suites or upon request of the guest.
2. The Telephone Operator progrDMs the Adcom Fax (Direct line) to the guest in
room fax line.
3. A specially designed text will be printed out from the fax machine
automatically, to inform the guest:
a) His personalized direct fax number.
b) The functions and features of the Adcom Fax and its
application.
c) The guest is able to fax and receive his personalized faxes in
absolute confidentiality.
4. To fax out, just simply dial the desired phone number to connect the fax
service.
5. To retrieve faxes, the guest has to give in his password, this feature provides
the guest with security to all his incoming faxes.
6. Call Charges are billed automatically by the Call Accounting System to his
account in the computer system.
7. After the guest checked out the operator disconnects the Adcom Fax (Direct
Line) service until the next guest checks in.
186

Subject
: PABX Adcom
Mail System
Effective Date
Policy No
Page
Distribution
Issued by
: FO-TEL-009
: FOM
Approved by
: 1 of 3
:General Manager
Department Head A&B
: All Associates
The Adcom Mail system comprises Message system interface with the PMS
Computer system and the Voice Mail system.
Objectives
To provide efficient and effective message system for the guest.
With Voice Mail feature, the workload of the telephone switchboard is
minimized to ensure a more efficient telecommunication service.
Policy Statement
It is the policy of the hotel to provide effective and efficient

telecommunication service to the guests.
Procedures
1. Guest telephone is featured with a message light for text messages and voice
mail.
2. Text Message
a) The PABX system that interfaces with the PMS computer system provides a
feature to type in the message into the Computer system.
b) The message light on the phone set will light up when a text message is
being entered.
c) At the same time, a text message is printed and delivered to guestroom
by the Bellman.
d) The guest has to press for the Message Center button to retrieve his
message while the message light is on.
187

Subject
: PABX Adcom
Mail System
Effective Date
Policy No
Page
Distribution
Issued by
: FO-TEL-009
: FOM
Approved by
: 2 of 3
:General Manager
Department Head A&B
: All Associates
e) The automatic message program will guide the guest to contact the AYS
Desk for his message.
f) If the guest has read his message by delivery to his room, he will have to
acknowledge the receipt with the Front Desk.
g) Finally, the text message is deleted once confirmed receipt by guest, and
the message light is automatically switched off.
3. Voice Message
a) The PABX provides the guest a comprehensive Voice Mail Message
system.
b) Once the phone call is connected to the guestroom phone, a

Voice Mail message System will be automatically activated if the call
is not picked up within a number of rings set by the hotel
management.
c)The activated Voice Mail Message system provides guidance to the

caller to leave a voice message.
d) The message light on the phone lights automatically up to notify the

guest that there is a message.
188

Subject
: PABX Adcom
Mail System
Effective Date
Policy No
Page
Distribution
Issued by
: FO-TEL-009
: FOM
Approved by
: 3 of 3
:General Manager
Department Head A&B
: All Associates
e)When the Message Center button on the phone is pressed, the
Automatic Voice Mail System provides guidance to the guest to listen
to the awaiting voice message.
f) The guest could program his personalized Voice Mail Message and
password for security purpose.
g) When the Voice Mail Messages are all deleted, the message light
will also switch off.
h) An additional feature provided is that the guest is able to listen to his

Voice Message when the guest is out of the hotel or not in his room.
The operator connects the guest calling from phone outside onto the
Switchboard to listen to his personal Voice Mail Message.
i) The Voice Message is stored into the PABX system after deletion by
the guest. The message will be completely deleted when the guest
has checked out or after aduration of time determined by the
management. Therefore, the message could be retrieve again if
required.
189

Subject
: Public Address
Paging System
Effective Date
Policy No
Page
Distribution
: FO-TEL-010
: 1 of 2
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
It is a requirement by law to have the public address paging system for
emergency operation in line with the Security wellbeing of the guests and
employees.
The Paging system has to be checked regularly to ensure it is in excellent
condition for operation.
The announcement must be performed professionally and clearly to facilitate
the efficiency of evacuation.
Policy Statement
It is the hotel policy to provide Public Address Paging System to the entire hotel.
Procedures
1. A Public Address Paging System is installed at the identified Emergency
Command Centre.
2. The paging system is configured to have paging system Floor By Floor and
Zone By Zone.
3
Public Address System is activated at the following situations:

a) To conduct evacuation during emergencies such as Fire, Bomb
Threat or Flood.
b) To
make announcement
circumstances.
190
to
the
public
under
special

Subject
: Public Address
Paging System
Effective Date
Policy No
Page
Distribution
Issued by
: FO-TEL-010
: FOM
Approved by
: 2 of 2
:General Manager
Department Head A&B
: All Associates
4. By the approval and instruction of the management or the chief of the
Emergency Fighting Committee, the Guest Services Manager first
records down on the Emergency Paging Log Book:
a) The Floor and Zone Area for Paging

b) Date and Time
c) Purpose
5
Refer to the Standard Announcement Manual established and select the

text that fits the purpose of announcement.
The announcement has to be made in a calm, professional and efficient

manner. It is important that the public is informed appropriate so that
evacuation could be done in a speedy and calm manner.
Repeat the announcement until the entire process is over.
The announcement could be prerecorded in advance on a tape, to

facilitate the operation, the operator switch on the tape for the P.A
announcement.
Logbooks
Emergency Paging Log Book
Date
191
Time
Floor
Zone
Purpose
Subject
Policy No
Page
Distribution
: Wake Up Call
: FO-TEL-011
: 1 of 2
: All Associates
Effective Date
:
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives
To provide on time and warm wake up call service to all in house guest.
Policy Statement
It is the policy of the hotel to provide on time and warm wake up call service to
all in house guests.
Procedures - Taking Wake Up Call Request
1. When a guest request a wake up call, record down the following onto the
Wake Up Call Record Report:
a) Guest Name
b) Room Number
c) Wake Up Call Time
2. Repeat the information to assure accuracy:
Mr. XXXX, your room number is xxxx and your wake up call is set at xx:xx
hours. Good night!
3. Guest name should be checked with the computer system to ensure that
the correct room number has been recorded.
4. If there is any discrepancy, call the guest immediately to clarify.
5. If the guest request wake up call for a number of days, record the
information to the daily Wake Up Call Record Report respectively and write
the information in the logbook
Procedures - Wake Up Call
1. The Telephone Operator has to review the Wake up Call Record Report and
group Rooming list, to progam the wake up call requests into the PABX
Automatic Wake up Call System.
2. The Telephone Operator on night shift checks all programmed requests by
referring to the Wakeup Call Record Report and group Rooming List.
192

Subject
Policy No
Page
Distribution
Effective Date
: Wake Up Call
:
Issued by
: FO-TEL-011
: FOM
Approved by
: 2 of 2
:General Manager
Department Head A&B
: All Associates
3. At the PABX system, the activity report of Wake Up Call service is printed
continuously, the telephone operator constantly reviews the report to check
that the wake up call service is answered.
Procedures - Unanswered Wake Up Call
1. The PABX system will generate a call to the telephone operator through the
Automatic Wake Up Call Service System if there is any unanswered wake up
call, the telephone operator has to take immediate action to follow up.
2. Inform the Guest Relations Officer who will assign a Bellman to go to the
room to provide a personal wake up call.
3. The Bellman reports back to the EFM if there is no response. The EFM will
check the room physically with a Security officer to ensure that guest is
awake.
4. Record the outcome onto the Wake Up Call Report for reference.
5. The Wake Up Call Report is filed for reference for a 3 months period.
Records
Wake Up Call Record
Guest name
Room number
Missed Wake Up Call Record

Room Number
Wake Up Call Time
193
Wake up call time
Name of EFM

Subject
: Personal Calls
Effective Date
Policy No
Page
Distribution
: FO-TEL-012
: 1 of 1
: All Associates
Issued by
: FOM
Approved by
:General Manager
Department Head A&B
Objectives:
To provide guidelines for the hotel employees on incoming calls while on duty .
Policy Statement:
1. It is the policy of the Hotel that there should be no personal incoming and
outgoing calls while on duty.
2. Any unapproved Local, DDD and IDD calls made will be charged to
associates personal account at the rate of : 2 x standard rate.
3. Disciplinary action will be taken against the associates who violates the
approved policy and procedures.
Procedures:
1. Any personal incoming calls will be directed to the Human Resources
Department for further handling.
2. On emergency cases, the Human Resources Department will take down the
message and hand over to the employee concerned.
3. No personal hand phone or pagers are allowed while on duty. The hand
phone and pagers will be confiscated if the employee is found carrying them
while on duty.
4. The respective department manager has to check to ensure that the
employee abides strictly to the policy and procedures.
5. Disciplinary action will be taken against the associate who violates the
approved policy and procedures.
194
Standard Phrases of Handling internal calls

1
Good morning/afternoon/evening, Ms/Mr. XXX operator XXX

speaking! How may I assist you!
Certainly! MadDM/Sir!
Standard Phases of Handling Wake-up calls

1
May I have your Room Number, please!
May I have your wake-up call time, please!
May I confirm your Room Number & Wake-up call time, please!
Your Room Number is XXX? Your wake-up call time is XXX?
Would you like a reminder call, please!
Thank you! MadDM/Sir! Good night/Enjoy your day!
Wake-up call
Good morning! MadDM/Sir! This is your wake-up call, ( hotel name )
wish you a pleasant day! Thank you!
195

Subject
: Baggage Service -
Effective Date
Policy No
Page
Distribution
: AYS-001
: 1 of 2
: All Associates
Issued by
: RDM
Approved by
:General Manager
Department Head A&B
Objectives
The AYS System is to create customer loyalty by offering guests dependable
and efficient delivery of service, information and problem resolution.
The AYS concept is to promote the coordinated use of the hotels resources to
increase operational efficiency.
Policy Statement
The AYS System has to create customer loyalty by offering guests dependable
Procedures
CONCIERGE
Note
: The Concierge should give a feedback to AYS Center afterwards.
1). Baggage Delivery
AYS Agent : Good Morning(Afternoon, Evening), Mr. Brown. At your service,
Rosa speaking. How may I assist you?
Guest
: Can you assist me to send my baggage to my room?
AYS Agent : Certainly, Mr. Brown. Your room number is 1212 and please have
your baggage Tag.
Guest
: Sure. The bellboy can come to get the baggage tag.
AYS Agent : Certainly, Mr. Brown. We will send to you immediately.
196

Subject
: Baggage Service
Policy No
Page
Distribution
: AYS-001
: 2 of 2
: All Associates
2) Fax or newspaper delivery
Effective Date
Issued by
: RDM
Approved by
:General Manager
Department Head A&B

Guest
: I want to pick up my fax in Business Center. Can you help me?
AYS Agent : Certainly, Mr. Brown, we will send to you immediately.

Guest
: Thank you.
AYS Agent : Its my pleasure, at your service.

3)Transportation
Guest
: I want to book a car at 7:00pm tomorrow.
AYS Agent : Could you please tell me what kind of car and how many seats you
need
Guest
: Oh, yes. I need a middle bus with around 18 seats.
AYS Agent : Certainly, Mr. Brown. I will check for you immediately and give you
a feedback as soon as possible.
Guest
: Thank you.
197
Subject
Policy No
Page
Distribution
: Engineering Service
: AYS-003
: 1 of 2
: All Associates
Effective Date
Issued by
: RDM
Approved by
:General Manager
Department Head A&B
Objectives
Policy Statement
Procedures
ENGINEERING SERVICE
1) Bathtub/Basin Overflow, Bathtub/Basin Stuck, Shower Machine out of order,
Night stool Stuck
Guest
: The bathtub is overflowing. Please get it solved soon.
AYS Agent : Certainly, Ms. Lily. We will get you relocated at once until it has
been repaired. (At this moment, the AYS Agent should immediately
inform the Guest Service Manager to CONTACT the guests, and
meanwhile contact with Duty Engineer to get the bathtub repaired
as soon as possible.)
Guest
: I will wait. Thank you.
198

Subject
: Engineering Service
Effective Date
Policy No
Page
Distribution
Issued by
: AYS-003
: RDM
Approved by
: 2 of 2
:General Manager
Department Head A&B
: All Associates
2) Light Bulb (Writing Desk Light, Bed Side Light, Bathroom Light etc.)
Guest
: The light bulb was broken. Please change one for me.
AYS Agent : Would you please tell me its the writing desk light, bed side light,
bathroom light or other one?
Guest
: Yes. Its the bathroom light.
AYS Agent : Certainly. We will fix for you as soon as possible.
3) TV Channel Poor Receiving, TV out of order, Mini Bar Fridge, Hair dryer, heater
etc.

Guest
: My TV Channel got very poor reception, please check for me.
AYS Agent : Certainly, Mrs. Brown. We will fix for you as soon as possible.
Guest
: Thank you.
199
Subject
: Handling Guest
Complaints
Effective Date
Policy No
Page
Distribution
: AYS-004
: 1 of 2
: All Associates
Issued by
: RDM
Approved by
:General Manager
Department Head A&B
Objectives
Policy Statement
Procedures
HANDLING GUEST COMPLAINTS
Note :
1) First of all, apologize to guests honestly.
2)
Listen to the guest very carefully, and note down the important points
quickly. Meanwhile, from time to time responding the guest to show you
are conscientiously listening.
3)
Show your great sympathy, to let the guest feel you are the same feeling
with her/him.
4)
Try to comfort the guests and seek for the solution immediately if its a most
common problem or the slightest dissatisfaction.
5)
On the other hand, the AYS Agent should pass the complaints in details to
Lobby Assistant Manager or Guest Service Officer at once, who will then
provide prompt follow up with the guest. The Lobby Assistant Manager or
Guest Service Officer should call back to AYS Center after solving the
complaints, and then the AYS Agent can cancel the record accordingly
200

Subject
: Handling Guest
Complaints
Effective Date
Policy No
Page
Distribution
Issued by
: AYS-004
: RDM
Approved by
: 2 of 2
:General Manager
Department Head A&B
: All Associates
Guest
: This morning around 9:00DM my friend faxed me some very

important materials, but when I checked with your Business Center,
the girl told me no fax for me. I waited and waited. Until tonight I
went to Business Center again and found my fax was already on
the desk but nobody informed me !
AYS Agent : Im sorry to hear that, Mr. Brown. I will follow up this case
immediately.
So the AYS Agent contacts with the Guest Service Manager or Guest Service
Officer at once, and They will double-check and take corresponding action as
soon as possible. After solving the problem, the Guest Service Manager or Guest
Service Officer will apologized again to Mr. Brown, and also give a feedback to
AYS Center afterward.
201

Subject
Policy No
Page
Distribution
: Handling Incoming
Calls
: FO-AYS-005
: 1 of 2
: All Associates
Effective Date
Issued by
: RDM
Approved by
:General Manager
Department Head A&B
Objectives
Policy Statement
The AYS Center is to create customer loyalty by offering guests dependable
Procedures
1. The telephone switchboard should be manned 24 hours.
2. The AYS agent answers all calls within 3 rings.
3. Use Standard Dialogue to answer the incoming calls.
4. Listen to the guests request carefully and note it down, then
reconfirm the orders, guests room number & name.
5. Record the order onto the log book/form immediately after the call.
6. Inform the Runner to deliver all housekeeping requests, such as
replenishing guest supplies immediately.
202

Subject
Effective Date
:
: Handling Incoming
Calls
Policy No
Issued by
: FO-AYS-005
: RDM
Page
Approved by
: 2 of 2
:General Manager
Distribution
Department Head A&B
: All Associates
7. Follow up with the corresponding Department or Outlet (Engineering,
Room Service, Business Center, Concierge, Front Desk) at once for other
related services.
8. Call back to guests to ensure the complete (Housekeeping, Engineering)
service.
9. City/Hotel Information: If the caller just want to know some information of
the hotel & city, the AYS agent should check the information in
computer as soon as possible (AYS Center should also set a hand copy in
case that computer breaks down). The updated information should be
put in the computer once there is any change, and always keep the
same with Concierge.
10. No unauthorized personnel is allowed to enter the Telephone
Switchboard Room to make phone calls from the switchboard.
11. No food is allowed in the AYS Center.
12. The AYS Center has to be well maintained and quiet at all times.
13. All hotel employees are not allowed to call the switchboard for service,
as this will jDM up the PBX system. The PBX system should be available in
order to facilitate the guest services at all times.
203

Subject
: Housekeeping Service
Effective Date
Policy No
Page
Distribution
: AYS-006
: 1 of 1
: All Associates
Issued by
: RDM
Approved by
:General Manager
Department Head A&B
Objectives
1. The AYS Center is to create customer loyalty by offering guests dependable
2. The AYS concept is to promote the coordinated use of the hotels resources
to increase operational efficiency.
Policy Statement
The AYS Center has to create customer loyalty by offering guests dependable
Procedures
HOUSEKEEPING SERVICE
Room Cleaning, Cleaning Carpet, Toilet Shampoo
AYS Agent : Good Morning (Afternoon, Evening), Mr. Brown. At your service,
Guest
: Can you clean the carpet for me at 5:00pm?
AYS Agent : Certainly, Mr. Brown. We will arrange for you at your request.
Guest
: Thats good. Thank you.
204

Subject
: Room Service -
Effective Date
: AYS-007
: 1 of 3
: All Associates
Issued by
: RDM
Approved by
:General Manager
Department Head A&B
Incoming Calls
Policy No
Page
Distribution
Objectives
Policy Statement
Procedures
1. ROOM SERVICE
Note : 1. When a guest orders food, the AYS Agent should try to up sell actively :
AYS Agent can recommend some drinks to match with his/her meal, or
suggest hotels Specialties or some desserts etc. For exDMple, if the guests
order beef/pork/gDMe, AYS Agent can recommend red wine
correspondingly, while the guests order seafood or Poultry, AYS Agent
can suggest the White wine accordingly.
2. Try to think more for the guests and always put the interests of guests
at the first place.
3. Room Service should call back to AYS once finishing sending.
205

Subject
: Room Service -
Effective Date
Incoming Calls
Policy No
Page
Distribution
: AYS-007
: 2 of 3
: All Associates
1) Dining Cutlery/Dinnerware
Issued by
: RDM
Approved by
:General Manager
Department Head A&B

Guest
: Please send a fork and spoon to my room, please.
AYS Agent : Certainly, Mr. Stevens. May I confirm your room number?
Guest
: Yes!
AYS Agent : Your room number is 1233, Mr. Brown?

Guest
: Yes!
AYS Agent : Certainly, Mr. Brown. We will send to you as soon as possible.
Would you like some napkin also?
Guest
: That would be better.. Thank you.
AYS Agent : Its my pleasure, at your service!

2) Drinks such as Cocktail, Food Order
Guest
: Room Service, please.
AYS Agent : Certainly, Mr. Brown.. What would you like to order?
206

Subject
: Room Service -
Effective Date
Incoming Calls
Policy No
Page
Distribution
Guest
Issued by
: AYS-007
: RDM
Approved by
: 3 of 3
:General Manager
Department Head A&B
: All Associates
: California Cobb Salad, please?
AYS Agent : Certainly, Mr. Brown., California Cobb Salad. e will send to your
room as soon as possible. Excuse me, how about a cola with your
salad?.
Guest
: Certainly. I like it. Thank you.
3) Hot Water
Guest
: I need some hot water, please.
AYS Agent : Excuse me, Mr. Brown.. There is speedy kettle available in your
room, if you like.
Guest
: I hope you can send some to my room.
AYS Agent : Certainly, Mr. Brown.. We will send to you as soon as possible.
207

Subject
: In Room Dining Order Effective Date
Policy No
Page
Distribution
: AYS-008
: 1 of 1
: All Associates
Issued by
: RDM
Approved by
:General Manager
Department Head A&B
Objectives
To offer the guest choice of 3 languages to place his order
To assist the guest in enjoying his In Room Dining experience
Generate revenue for the hotel
Policy Statement
It is the policy of the hotel to take complete orders for In Room Dining, without
any mistakes and up sell the Food & Beverage products at every possibility.
Procedures
1. Pick up the phone and greet the guest by name according the established
standard.
2. Listen to the request carefully and ask for more details to ensure the correct
order.
3. Make sure details regarding the food are addressed, e.g. kind of dressing,
cooking method, etc.
4. Reconfirm the order with the guest.
5. Try to up sell (e.g. starter, dessert, drink) by matching the right dishes and
drinks with the guest initial order or introducing special promotions or Chefs
Recommendations.
6. Thank the guest for placing the order.
7. In Room Dining should call back to AYS Center to confirm that the dishes are
delivered.
208

Subject
: Runner Service-
Effective Date
Policy No
Page
Distribution
: AYS-009
: 1 of 3
: All Associates
Issued by
: RDM
Approved by
:General Manager
Department Head A&B
Objectives
Policy Statement
Procedures
RUNNER SERVICE
Note :
1. The AYS Agent should be quite famiiar with the items of
in-room-guest Amenities & their locations, by which the AYS Agent
can answer guests request very positively & quickly.
2. AYS should double-check with the runner around 15 minutes
later.
Ashtray, Bathrobe, Blanket, Bed Pad, Bed Cover, Coffee Bag,
Coffee Mug, CreDMer & Shaver, Duvet, Envelope, Glass, Glue, Hot
Water, Hand Towers, Hair Dryer, Iron & Board, Ice, Laundry List,
Mineral Water, Pillow, Rubbish Bag, Soap, Shopping Bag, Sugar,
Slippers, Show Shine, Safety Box, Toothbrush, Toothpaste, Tea Bag,
Tissue Paper, Toilet Paper, Writing Paper, Wine Opener, Water
Speedy Kettle
209

Subject
: Runner Service-
Effective Date
Policy No
Page
Distribution
Issued by
: AYS-009
: RDM
Approved by
: 2 of 3
:General Manager
Department Head A&B
: All Associates
Note : Above-listed are all available in every guests room.
AYS Agent
: Good Morning (Afternoon, Evening), Mr. Brown. At your service,

Guest
: Please give me an ashtray.
AYS Agent
: Certainly, Mr. Brown. The astray is available on your writing desk.
Guest
: Oh. Yes. Thank you.
AYS Agent
: Its my pleasure, At your service!
Adapter, Baby Cot, Baby Pillow, Baby Blanket, Baby Sheets, Baby Sitting,
Extra Bed, Extension Cord, Pillow, Polish Shoes, Transformer, Turn Down Service,
Heater, Hanger.
Note: Above-listed are complimentary to every room guests.
AYS Agent
Guest
: Good Morning(Afternoon, Evening), Mr. Brown. At your service,

: I want to have an extra bed.
AYS Agent :
210
Certainly, Mr. Brown. I will arrange for you immediately. Would

you like the extra bed now or after 8:00pm?

Subject
: Runner Service-
Policy No
Page
Distribution
Guest
: AYS-009
: 3 of 3
: All Associates
: After 8:00pm, please.
Effective Date
Issued by
: RDM
Approved by
:General Manager
Department Head A&B
AYS Agent
: Excuse me, Mr. Brown, Im afraid to remind you that the extra
guest has to register at the reception desk and the room rate
might be changed.
Guest
: No problem. Thanks.
AYS Agent
: Its my pleasure, at your service.
211

Fo Sop

Uploaded by

Copyright:

Available Formats

Fo Sop

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Fo Sop

Uploaded by

Copyright:

Available Formats

STANDARD OPERATING PROCEDURES

Duty Check List

Guest Complaints and Disputes

Request for Doctor/ Hospitalization

Lost & Found

Incoming Faxes/ Email at night time

Meeting Room Rental

DHL / EMS/ Courier Services DHL

Baggage Service for Arrivals

Prepare by: Agustinus Agus Purwanto, SE MM General Manager

Baggage Service for Departure

Baggage Service for group Arrivals

Baggage Serviceforg roup Departure

Brochures, Maps and Directions

All Incoming Items

Outdated mail, faxes and parcels

postal express service

Taxi booking and arrangement

Airport send off

Airport Lost Luggage

Prepare by: Agustinus Agus Purwanto, SE MM General Manager

VIP Arrive-( By Taxi )

House Use/ Complimentary Vehicle

Limousine Cleaning & Maintenance

Mileage/ Petrol Control

The Responsibility of Driver

Executive Floor Check In

Foreign Currency Exchange

Internal Trace Report

Lost & Found at Check In

Guest Complaints and Disputes

Complimentary / House Use

Prepare by: Agustinus Agus Purwanto, SE MM General Manager

Request for Doctor / Hospitalization

Lost and Found

Safety Deposit Boxes Key Inventory

Guest Join-In Authorization

Booking at other Hotel

Telephone Control DDD/IDD

Call Accounting System

Call Barring and Unbarring

Do Not Disturb Feature

Guest Locator Feature

Operator Assisted Calls

PABX Adcom Fax System

PABX Adcom Mail System

Prepare by: Agustinus Agus Purwanto, SE MM General Manager

Public Address Paging System

Business Center Service

Handling Guest Complaints

Handling Incoming Calls

Room Service-Incoming Call

In-Room Dining Order

Prepare by: Agustinus Agus Purwanto, SE MM General Manager

Front Office Terms to Know

American Hotel and Motel Association.

A promise of a room for a guest if not in that hotel,

Adjoining Rooms Two or more rooms side by side without a connecting