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GUEST SERVICES MANAGER CHECKLIST

AM/PM Shift
1.
Inspecttidiness and cleanliness of lobby and front of the house area.
2.
InspectFunction Board against event order.
3.
Inspectpre-blocked VIP, SA, & LS rooms, check for defects, amenities and preparedroom keys.
4.
Bealert of the traffic situation at the driveway and if necessary to direct thelobby traffic.
5.
Greet& bid farewell to all VIP guests.
6.
Re-codethe malfunctioned keys for guest room & safe.
7.
AssistReception for guest transfer to other hotels & to follow up payment ifnecessary in case of overbooked situation.
8.
Uponguest request, to safe-keep guest valuable items in safe deposit box.
9.
Doublelock guestrooms upon request.
10.
Enforcethe hotel credit policy together with the Front Office cashier.
11.
Familiarizewith hotel occupancy and rate codes.
12.
Conductcourtesy calls to all guests and outlet patron for comments and compile callreport for management review.
13.
Handlingguest complaints and comments in a professional manner.
14.
Beresponsible for handling lost and found valuables and to liaise with
Housekeeping department for detailed records.

15.
Introducehotel facilities to potential clients.
16.
Payspecial attention to disabled guest and make known to all concerningdepartments.
17.
Handledamage to hotel properties and compensation claimed by guests.
18.
Tosupervise the daily operations of Guest Services.
19.
Reporthotel incidents on the logbook for management attention and to instituteappropriate action where deemed necessary.
20.
Assistand co-ordinate with hotel departments when necessary.
21.
Handleemergency cases under typhoon/fire/blackout/bomb threat/re & blackrain/flooding/medical treatment/hospitalisation/death.
22.
Tooffer assistance and Government officials where and when deemed appropriateduring inspection of licence, USD for hygiene and sanitation, Fire service.
23.
Tobe in-charge of for emergency situation in the absence of EOD or SeniorManagement.
24.
(PMShift only)
Forward fax line atExecutive Office to Reception.

25.
(PMShift only) Hands over from Fitness Centre and make sure the lift access hadblocked.
26.
(PMShift only) Hands over from MiramarClub.


Overnight Shift
1.
Conductfloor patrol and spot check all front and back of the house area together withSecurity, in order to make sure all lights and air-condition are properlyturned off.
2.
Blockedguest lifts number 4 and 8 after 1AM.
3.
Checkwith room service and make sure early breakfast orders are prepared anddelivered on time.
4.
Checkmanning of overnight cleaners and make sure they clean the front of the house areaand kitchens area properly.
5.
Inspectroom assigned for early arrival VIP.
6.
Carryout inspections for Function Board prepared by banquet service staff.
7.
Checkmanning of all sections and to be the in-charge in absence of section heads.
8.
Totake over duties form PM shift GSM, HSKP,MC,& Bell and follow up on all outstanding issues.
9.
Ensurepay movie system is in good condition.
10.
Preparecheck-in folders for VIP, SA & LS arrivals.
11.
Preparegreeting note for new corporate arrivals.
12.
Makesure early departure's limousine and shuttle bus service is arrangedaccordingly.
13.
Makesure HSKP, Miramar Club, Fitness Centre and Bell Counter keys are returned.
14.
Check2/F fax machine and ensure the fax line had been transferred to Front Officeback office.
15.
Makesure early morning shuttle or limousine services are fine.
The O/N floor attendants are trained to carryluggage before bell takes over at 06:00 hrs.

16.
Maresure Bell Counter, Fitness Centre, Miramar Club and HSKP are reports duty ontime. Return keys to the person in -charge accordingly.
17.
Makesure Foyer Café opens at 06:00 hrs.
18.
Completelog book entries and hand over to AM shift GSM and EAM.
19.
Stationyourself in Miramar Club Lounge and prepare to assist in any necessary.
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