The Royal Grand Hotel

First Class Care, Live like a Royalty.

HISTORY
It all started in 2000, when the RGH Corporation bought
their first hotel. Since then, weve led the industry with our
innovative approach to products, amenities and service.
Today, The Royal Grand Hotel stands as the stylish,
forward thinking global leader of hospitality. Take a look at
some of our most important, guest-focused firsts along the
way.

Front Office Manager

Directly Supervises all front office staff and ensure proper completion of all front office
duties. Prepare monthly reports.
Duties and Responsibilities of Front Office Manager:

Train all front office personnel.

Schedules the front office staff
Supervised workload during shift
Evaluates the job performance each front office staff
Maintain working relationship and communicates with all departments
Resolves guest problem quickly, efficiently, and courteously
Updates group information, maintains, monitor and prepares group requirements.
Relays information to appropriate personnel.
Wear the proper uniform at all times. Requires all front office staff to wear proper
uniform at al times
Ensure that all front office staff are attentive, helpful and courteous to all guest
Review daily front office work and activity reports generated by right audit.
Review front office log book and guest feedback
Perform other duties as requested by management

Check list for AM shift (Morning shift)

Handover from previous shift. Log book against signature and printing reports.
Check arrivals and check-in of the day (make sue for any special requirements to be
fulfilled and organized)
Check departure of the day (check all your keys)
Blocking including arrival and departure time.
Follow up maintenance orders.
Register all important notes to be handed over to the following shift into your log
book.
Check desk supplies (ex. Pens, papers, etc..)
Remind and follow up with housekeeping departure for all early check-in or group
arrivals.
Ensure that there is no pending message at the reception.
File all papers from your shift.
Normal operation job.
Check list for PM shift (Afternoon shift)
Hand over from previous shift, printing back-up reports.
Review the arrival report and checked blocked rooms.

 Review check out due and follow traces.

Check the departure time of the guests so that they can arrange the luggage pick up
or possibility extension required.
Follow up maintenance order.
Check rooms and rate change.
Review the register forms of checked-in guest and ensure its completeness and
specially the mode of payment.
Register all-important notes to be handed over to the following shift into your
logbook.
File all papers from your shift.
Normal operation job.

Why is it Important?
To ensure the smooth running of the front office shift.
READ THE LOG BOOK
Look for events or indicates.
Guest complaints
Guest pending request
Situation which requires follow up
VIP arriving or group arriving
Pending departures
Ex. Late check-out (if any)
PRINT IMPORTANT REPORTS:
Arrival with special request.
Balance of the guest accounts.

PREPARE NECESSARY FRONT OFFICE DOCUMENTS:

Wake up call and DND sheets.

Reservations forms.
Guest feedback forms.
Staplers and pins.
Envelope for guest bills.
Registration from printed for expected arrivals.
Ensure that you are aware of events or function taking place in the hotel.

 Take proper cash hand over.

PURPOSE OF A CHECK LIST:
Check list is mean to help you to be organized. We all have lots of things to do and might
forget certain task from time to time. Check list will help you to remember the most
important things.

Housekeeping
The core of hotel operations and can make the difference between a reputed hotel and
one that guests are unlikely to visit again.
The primary housekeeping duty is to ensure the cleanliness and orderliness of hotel
rooms and to ascertain that they are properly stocked with the supplies to which
guests are entitled.
A hotel housekeeping manager not only supervises housekeepers in conducting their
duties but also investigates any complaints guests make and takes corrective action.
Function of housekeeping department
* Providing clean comfortable and safe surrounding
* Obtaining optimal room sale
* Room can be sold over and over again
* Ensures optimal room sales to obtain maximum profit
* Fulfilling guests preferences
* Creating appealing and desirable room
* Developing effective cleaning practices.
* Main-training property's interior

ORGANIZATIONAL CHART OF HOUSEKEEPING DEPARTMENT

EXECUTIVE
HOUSEKEEPER
SUPERVISOR

LAUNDRY
ATTENDANT- PM
SHIFT

EXECUTIVE HOUSEKEEPER
- Have commitment to cleanliness and impeccable cleaning standard.
- Create an appropriate inspection checklist and revise it as necessary.

- Know about personal administration, budgeting, laundry sanitation, fabrics & uniforms,
room cleaning chemicals and routines.
- Be guest oriented.
ASSISTANT HPUSEKEEPING MANAGER
- Inspect the rooms cleaned earlier by the other housekeepers.
- During inspection, they ensure the cleanliness of the room is up to the standards of the
company.
- They search for dust, loose hairs and incorrectly folded linens.
- They search from top to bottom going inside drawers, checking the microwaves and
refrigerators, and searching underneath the beds.
LAUNDRY SUPERVISOR
- He/she is in charge of the functioning of the laundry in the absence of the laundry
manager. A laundry supervisor must have a good understanding of all aspects of the
laundry equipment, chemicals, and fabrics.
FLOOR SUPERVISOR
- Floor Supervisor will be responsible for maintain guestrooms, working areas, and the
hotel premises in general in a clean and orderly manner. Also coordinating daily
housekeeping operations and maintaining the housekeeping operating standards. You are
also responsible for supervising room attendants to deliver an excellent Guest satisfaction
and experience. On time to time basis may also be required to assist the Housekeeping
Manager in various activities.

AM AND PM SHIFT REPORTS

To clean and service allocated guest rooms, public areas and/or function rooms daily
according to correct procedures.
To maintain a clean, well organized and well stocked work cart.

 To maintain a neat, well-groomed appearance.

To replenish each rooms stock of amenities and supplies as necessary, taking care to
not overstock or misuse supplies.
To ensure that televisions, radios, lights and air conditioning equipment is working
properly.
To report maintenance issues while servicing rooms in order to ensure timely repair and
increase guest satisfaction and return rate.
To report and replace missing or damaged Room Supplies such as linens, irons,
hairdryers, coffeepots, etc. to supervisor while servicing room.
To know and follow safety and security practices.
To accurately complete and turn in a room cleaning checklist for each room serviced to
the Executive Housekeeper daily, ensuring that lost items are included on the checklist.
To take and fulfill service orders from guests, in a courteous and timely manner.
To report guest complaints or problems.
To give information as needed to guests regarding all aspects of the resort.
PUBLIC AREA SUPERVISOR
- To ensure the smooth, professional cleaning and servicing of the premises, all its public
areas, corridors toilets meeting rooms, business Centre, stairs, bedrooms, bathrooms, staff
areas, presenting a clean, fresh and friendly environment to the agreed standard of the,
hotel ensuring guest satisfaction at all times.

DUTIES AND RESPONSIBILITIES OF PUBLIC AREA SUPERVISOR

Support and follow company policies, legal requirements, and guidelines of the
Collective Bargaining Agreement.
Provide the direction for a positive, empowering work environment by setting the

example and consistency of day-to-day work habits.

Manage all department functions including short and long term planning, as well as
day-to-day operations.
Conduct performance evaluations in accordance with property and company
guidelines, and maintain employee files.
Properly utilize performance feedback, recognition, training, and adherence to
company policies, legal requirements.
Maintain confidentiality of department affairs.
Provide input into and execute strategic plan consistent with the annual
business/marketing plan as submitted to the Vice President of Hotel Services.
Participate in the research, development, evaluation, and implementation of new
products, services, and technology.
Maintain the integrity of a property wide inspection program on a regular basis
Maintain effective communications with all hotel operational departments to
effectively resolve situations impacting guest service or malfunctions of departmental
equipment

LAUNDRY ATTENDANT
The role of this position is to issue uniforms and linen to staff according to systems and
the procedures laid down by the hotel management. Also takes inventory and control
movement of soiled, damaged and fresh linen and uniforms.

DUTIES AND RESPONSIBILITIES

Places linen and uniforms in containers for transport to laundry.
Sort's items and counts and records number of items soiled.
Examines laundered items to ensure cleanliness and serviceability.
Sends torn articles to the seamstress for repair.
Stores laundered linen and uniforms on shelves after verifying numbers and types
of articles.
Issues linen and uniforms, which are both to be exchanges on a clean-for-soiled
basis only.
Counts and records linen to fill requisition.

Check periodically the condition of hotel linen and uniform.

Should know basic tailoring works.
Periodic inventories of linen and uniform.
Ensure that the linen and uniforms are neatly and systematically arranged and
stacked.
Give on the job training for new joiners.
Receives, sorts and double checks conditions of all linen and uniforms, records all
outgoing and incoming from the laundry thoroughly before storing and issuing.
Separates linen or uniforms that need repair and / or special treatment and forward
it to the tailor and/or Laundry Manager for immediate action.
Distributes cleaning rags on a dirty to clean basis.
Assist Linen Room/Uniform Supervisor in checking quality and quantity of all
new incoming textiles to ensure they meet the Hotel's specifications and provide
new incoming stocks with accurate stamps.
Reports to the Linen Room/ Uniform Supervisor when stocks reach the minimum
for order purposes.
Performs all duties and responsibilities in a timely and efficient manner in
accordance with established company policies and procedures to achieve overall
objectives of this position.
To understand and strictly adhere to the Hotel's Employee Rules & Regulations.
To Report for duty punctually wearing the correct uniform and name tag at all
times.
Performers any other duties as assigned to him/her by management.

Night Audit
FUNCTIONS OF THE AUDIT
Verifying posted entries
Balancing accounts
Resolving room status discrepancies
Monitoring credit limitations

Producing operational reports

THE ROLE OF THE NIGHT AUDITOR

The role of night auditor requires attention to accounting detail, procedural
controls, and guest credit restrictions.
The auditor should be aware of the nature of cash transactions affecting the front
office.
The auditor tracks room revenues, occupancy percentages, and other front office
statistics and prepares a summary of cash, checks and credit card activities. These
data reflect the hotels financial performance for the day.
The night auditor summarizes the results of operations for reporting to
management.
1. Establishing the end of day.
2. Ensures accuracy of FO accounting records and balances them
3. Reconciles all financial transactions between hotel and guests.
4. Calculates the total revenue generated during the day.
5. Verifies and validates the cashiers posting of charges in guest folios.
6. Posts room charges in the guest folios.
The night auditor generally works on the night shift from 2300 hrs to 0700 hrs.
compiling and balancing the transactions of the day. An end of day is an arbitrary
stopping point for the business day so that the audit can be considered complete
through that time. This time is usually the hours at which the least number of
transactions would occur and which frequently occurs in the night shift. The period
from the point of time that the audit begins until the audit is complete may be called
audit work time. Transactions affecting front office accounts received during the audit
work time are not posted until the audit is complete and are considered to be part of
the next business day.

O H S & W (Occupational Health Safety & Welfare)

Employees shall take reasonable care to:
o Protect his or her own health and safety at work.
o Avoid adversely affecting the health and safety of any other person through
any act or omission at work.
o
Employer shall as far as reasonably practicable provided:
o Safe working environment
o Safe system of work
o Plant and substances in a safe condition.
In particular, shall so far as reasonable:
o Use any equipment provided for health & safety purposes

o Obey any reasonable instruction that his or her employer may give in relation to
health and safety at work.
o Comply with any policies that apply at the workplace
o Ensure that he or she is not, by the consumption of alcohol or a drug in such a
state as to endanger his or her own safety at work, or the safety of any other
person.

What is Securities?
Is narrowly defines as a traditional methods (security officers, fences, and alarms.) used
to increase the likelihood of crime-controlled, tranquil, individual or organization in
pursuit of objectives.
Loss prevention and Security
Loss prevention and Security have really become a partnership. In the past, loss
prevention was more a security guard agency that helps control inventory shrinkage and
prevent retail theft by providing an obvious and conspicuous presence. Both security and
loss prevention offer benefits to the retailer, which may be experiencing a large amount of
inventory shrinkage.
GUEST ROOM SAFETY

Keep the door to your room locked at all times. If you are inside the
room, turn the deadbolt and fasten the security chain.
When you leave your hotel room, pull the door completely closed behind
you. Make sure the latch has engaged. Take a moment before you leave to
try the door and make sure it is closed and locked.
Do not open your door to strangers. Use the security viewport to see who
is outside you door. Do not trust someone claiming to be a hotel employee
if you are not expecting one. If you are unsure, call the front desk to
check. Leave the security chain engaged while opening the door for
further protection.
Check all windows and doors in your room every time you enter it and
leave it to make sure they are closed and locked.
When entering or leaving the hotel after dark, use the main entrance.
If you travel often, consider buying a portable alarm system to hang on the
doorknob for added protection. These movement-sensitive devices can
awaken you if a door should happen to fail.
Use the safe provided in the room to store keys, wallets, extra cash and
credit cards, jewelry, and other small valuable items you are leaving in the
room. If no safe supplied, check with the front desk. They may have

locked storage available for your use.

Dont leave cash, travelers checks and expensive electronics and jewelry
lying around the room.

Safety in public Areas

Hotels are resorts have many spaces in which they need to provide safe venues to their
guests. Dangers exit in restaurants, pools, elevators, stairwells, parking lots, gardens,
footpaths, and ocean/beach access. Given the large areas hotels and resorts need to
provide public safety, hotels and resorts often hire excellent employees to complete
assigned tasks as they add free security to the premises.
PARKING LOTS
Public safety in hotel and resort parking lots should be enforced through effective lighting
and security measures. Lighting, camera, security guards can defer criminals and offer
customers a measure of security.

SECURITY DEPARTMENT
Literally to protect guests and staff of the hotel including all of their property.
Secondarily the security department role in the hotel is to secure all premises and the
Hotel itself. Hotel Security Department usually use preventive task such as patrolling,
monitoring CCTV and investigating.