Group Handling Effective Date
01 August 2006
Forms to use
Nil Refer to
It is the policy ofthe hotel to ensure that all groups are administered and handled proficiently duringthe duration of the entire stays.
The group resume willbe printed by the FOM/AFOM/AM and assigned to Team Leaders and above to includethe FOM to pre-check the group requirements after the Pre-con meeting.
Procedures – Pre Arrivals
To study the group resume in order to understand the group:
VIPs / Special arrangements
Billing instructions in Operaremarks line/Check-out alert P/F or P/B
DOR / FOM /AM to attend pre convention meeting
Assign rooms according to resume requirements at least one day prior to group arrival.
Procedures –Arrival On Day
Double check room blockingsand/or any changes with the room assignments and inform HSKP and Room Serviceaccordingly.
Sent rooming list to the TeamLeader - Bell, RoomService and Housekeeping once the room numbers are confirmed.
Follow-up/double-check special requests / arrangementsaccording to the resume (rooming list, fax machines, welcome package, newspapersetc)
Confirm group check-inprocedure (Hotel venue / Bus Check- in / Send keys to Airport, etc)
If applicable, inform guests ofin-house meeting / dinner venue upon check-in verbally or by handing outwelcome letters.
Uponthe group check-in, the Front Desk Agent performing the check in must note downany meal requirements (if not known already), wake up call details, baggagedown details and any other information on the Group Folder.
Anycomplimentary room number, tour leader room no., PM no. must be noted on theGroup Folder, and the signature of the Tour Escort/ Tour Leader obtained on theFolder. The Front Desk agent must sign on the same as well to serve as areference in case of any query.
Procedures – In House
There will be three files placed at the Front Desk – Expected Groups, In house Groups, Check Out Groups.
The Front Desk will action on the wake up call/ baggage down details and pass them onto the relevant areas.
A copy of the Group List (Group In house) must then be attached to the Group Folder, which must be placed in the In house Groups file.
Check room rates on a daily basis by printing in-house group report (XXXX) and filing it in Manila file.
Review all guest folios on a daily basis and check that charges on folio are according to the billing instructions in the resume.
Review Paymaster on a daily basis and check that charges on folio are according to the billing instructions in the resume.
Check for No Shows / late cancellations on a daily basis and charge according to the instructions in the resume.
Make sure all supporting chits are in the Manila file.
One night before the group check out, confirm with the Organizer the departure time / luggage pull / morning call (if necessary ask guest to settle bill one night before check-out).
Check Group VIP turndown list.
Check daily Group movement/Meetings.
Procedures - Departure
After the group checks out, the Group Folder must be placed in the Check Out Groups file.
Make sure all group members have settled their folios prior to hotel departure and the paymaster is settled or confirmed by the Organizer.
Check out the group master or move the master from PM to PF immediately after the group has checked out. (submit all supporting chits together with resume to Finance).