SHANTI MAURICE STANDARD OPERATING PROCEDURE
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TITLE
POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
Creation Date
DEPARTMENT
FRONT OFFICE
Version No
PERSON RESPONSIBLE
DUTY MANAGER
Version Date
REF: FO COV 101 A
05-05-2020 A
1.0 DEFINITIONS The Check-In process is ultimately the cornerstone of delivering service before, during and after the guest stay. While guests being checked-in, they are communicated with given an accurate accounting record and responded to any inquiries with regard to financial concerns or follow up on service. The Process of Check-In includes:
2.0 RESPONSIBILITIES The DM / FOS orchestrates the entire sequence and helps wherever required. The Receptionist is in charge of escorting and completing registration formalities. The Driver / Porter is in charge of opening doors and handling of baggage.
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POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
3.0 ARRIVAL PROCESS
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Mukesh Ramlall Duty Manager
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POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
3.1 On the Eve 3.1.1 3.1.2 3.1.3 3.1.4 2.1.5
Receptionist generates Daily Events for the next day (List of Arrivals). He takes note of allocated rooms (if any) to ensure availability. He prints out the Registration Form with details from OPERA, per room for each pax. He reads Guests Travel History during 14 days, remarks to prepare any special/ exceptional items to be processed. He updates Guests remarks with any recommendations for the morning shift team.
3.2 Enhanced Hygiene Standard
3.2.1 Cleaning Properties
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POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
3.2.2 Cleaning and Disinfection Process
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POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
3.2.3 Products Technical Sheet
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POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
3.2.4 Key Touch Points in Office Areas and Meeting Rooms
3.2.5 Cleaning Frequency
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POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
3.3 Preparatory Formalities 3.3.1
Receptionist opens Guests remarks to learn of Guests' specifics: i. Status of Open Payment (e.g. 20%, meal plan upgrade, transfers) ii. Culinary restrictions / allergies / style (inform appropriate Cook) iii. Presence of baby / small children (inform Kids' Club) iv. any specific preference about service (inform Guest Relation)
3.3.2 3.3.3
He checks room availability and status with HKP coordinator He generates Room Key cards when: i. room is Vacant, Cleaned & Inspected (VCI) ii. or by latest 3 p.m. He adds Hotel information documents: - Welcome Guide - Culinary Sheet - Alpha Guide He verifies if the required flyers composition is relevant to Guests’ profile: i. Staying with baby (Baby Service Flyer) ii. On Honeymoon iii. Guests requested any specific excursions (Activities Program) iv. Meal Plan Fact Sheet v. Spa Packages
3.3.4 3.3.5
3.3.6
He organizes Room Key Folder with: i. Complimentary Portrait Session Card ii. Shanti App Card iii. Room Key Card (kept in front slot) iv. Written Guests' names and stay details v. Wifi code (5 devices / 2 pax) vi. 2nd Wifi code (10 devices/ more than 2 pax)
3.3.7
He generates Invoices and makes sure all charges are included: i. Accommodation Due ii. Transfers cost iii. Any upgrades / additional service charges iv. Security verifies Daily Event and captures arrival list guests v. Security identifies incoming T.O transfers
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POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
3.4 Arrival Experience
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POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
At the Gate: 3.4.1 Security wears a mask & glove in hands. He keeps 1 metre distance from the arrival transfer.He greets incoming Guests and give them access. 3.4.2 He calls Receptionist to inform of Guests' arrival.
3.5 Guest Arrival At the Reception: 3.5.1 3.5.2 3.5.3 3.5.4 3.5.5 3.5.6 3.5.7 3.5.8
3.5.9 3.5.10 3.5.11 3.5.12
3.5.13 3.5.14
Receptionist wearing a mask & gloves advises Porter of guests’ arrival. In case Porter has become unavailable, make sure another Receptionist / Driver / Porter takes over in the process (wearing mask & gloves). Receptionist makes a quick scan at the Red Ginger Lounge to ensure readily available seats are present. Receptionist carries Hand Sanitizer, Registration Form and Shanti pen. Porter opens the vehicle doors. He keeps 1 metre of distance from the Guests. Receptionist greets the Guests by their names: "Good Morning / afternoon / evening Mr. & Mrs. X, welcome to "Shanti Maurice Resort & Spa". Porter offloads luggage and asks Guests: "Mr. and Mrs. X, would you kindly check that all the luggage are accounted for". Receptionist keeps 1 metre of distance from the guests. He drops hand sanitizer in guests’ hands, directs the guests towards Lobby entrance and accompanies them to the Red Ginger Bar. He invites guests next to window seats, (sea-facing), unless neighboring tables are occupied already. If guests are showing signs of discomfort due to heat, Receptionist proposes to move to the Library Area. Porter prepares tags with Guests’ names and room number. Notes down the total number of luggage. Receptionist will call the Nurse for guests’ medical check-up. Receptionist engages polite conversation with Guests’: “My name is ___ and am pleased to welcome you to Shanti Maurice. The Nurse will take care of your medical check-up and then I will assist you in completing your check-in formalities”. He signs the Barman of the amount of drinks to be served. Receptionist offers the guests to be seated.
3.6 Medical Check-Up 3.6.1 3.6.2 3.6.3 3.6.4
The Nurse keeps 1 metre of distance from Guests. He will take the history of guests’ travel trip during the last 14 days & will share with Receptionist later. He will examine the guest for body temperature, chest & back respiratory system and blood pressure. The Nurse will note down everything on Guest medical card.
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POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
3.7 Check-In Formalities 3.7.1
3.7.2 3.7.3 3.7.4 3.7.5 3.7.6 3.7.7 3.7.8
Receptionist requests them to fill in the Registration forms and hands over: i. Hotel Info documents ii. Welcome Guide iii. Culinary Sheet iv. Alpha Guide. He requests them for their passports. He makes sure that the Passport holders’ names tally with the Registration form names. He reassures that a Welcome drink will be served and that he will come back shortly. Receptionist informs RM/ DM/ Cook/ Spa Manager/ Kids Club of guests’ arrival. He goes to scan passports and email them to Night Auditor email. He makes 2 black & white photocopies of the passports. He checks room availability to ensure VCI status and ‘Welcome Amenities’ are placed by RoomService.
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3.7.9
POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
Receptionist checks Status of Open Payment one last time.
3.7.10 If payment is due, he brings Credit card Swipe machine. He also brings: Passports, Room KeyCard and Invoice. 3.7.11 He thanks the guests for their passports and takes the Registration form. 3.7.12 He verifies that all required sections have been filled. All sections not filled are crossed-out. 3.7.13 He asks guests if they would like to settle their Open payment by: - Credit Card or Cash. 3.7.14 Credit card payment will be processed on the spot & Cash payment will be processed at the Reception Desk.
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POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
Registration Form
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POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
3.8 For Extra (Pre Authorisation Request) This Statement structure is mentioned: 3.8.1
3.8.2
3.8.3
3.8.4
“We are required to take a pre-authorisation from your credit card. This enables you to be eligible for a resort credit to charge consumption on your room account. Otherwise your room account will decline any supplements you take and the items will need to be paid by your credit card, each time, since we have a “No cash policy”. (A) “As you are on a BB Meal plan, we shall consider a deposit of Rs 6,000 per night stay, which brings us to a total of Rs X,000” OR (B) “As you are on a HB Meal plan, we shall consider a deposit of Rs 4,000 per night stay, which brings us to a total of Rs X,000” OR (C) “As you are on a FB / AI Meal plan, we shall consider a deposit of Rs 2,000 per night stay, which brings us to a total of Rs X,000” “At the end of your stay, your extras on consumption will be taken from that sum. Shall we proceed with the transaction, Sir?” Receptionist explains calculation breakdown to Guests for smooth payment understanding.
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POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
3.9 Payment
If Settlement is made by Cash in If Settlement is made by Cash or Mauritian Rupees (quoted rate in Card (except AMEX): Opera is in Foreign Currency): The settlement is done in the same Receptionist verifies and uses the currency as specified in Opera. BANK RATE instead of the posting rate for conversion Note: MRU currency may be used ONLY if originally quoted at time of booking
3.10
If Settlement is made by AMEX card: Receptionist checks conversion rate Reservation Team
Hotel Information
3.10.1 Receptionist explains: I. Room Category II. Meal Plan III. availability to upgrade (Upselling) IV. composition of Package deal (if applied) V. Restaurants (presentation of Culinary Sheet) VI. All inclusive plan (if applied) VII. Hotel activities VIII. Kids Club (if accompanied by Children) IX. Wifi Access – Shanti App utilisation X. Photographer session XI. Any complimentary service (e.g. HNM package). 3.10.2 Any other intervenient can complement the information of interest to the Guests. 3.10.3 If Guests are staying in Suites 123 – 146, Villas 211 – 218, Receptionist calls for Bell-boy and Club car. He offers Guests to move to their room. Prepared by:
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the with
TITLE
POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
3.11
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REF: FO COV 101
Rooming
3.11.1 Room i. Room Window View/ Balcony Access ii. Room Tour (Clockwise direction) 3.11.2 Desk Area i. Shanti Moments ii. Telephone use 3.11.3 Complimentary Amenities 3.11.4 Minibar area i. Coffee and Tea deck ii. Coffee and Water kettle usage iii. FOC coffee capsules iv. Drawers v. Chargeable items vi. Glasses types vii. Mini bar contents & Menu 3.11.4 Bathroom - Bathroom Tour (Clockwise direction) - Vanity desk - Shower area - Toilet Area - Wash basin (Drawers): i. Hair dryer ii. Insect Repellent iii. DND sign iv. Laundry Service v. Bath tub area vi. Closet Area - Bathrobes - Slippers - Shoe bag - Safe usage vii.
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POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
3.11.5 Outdoor Shower - Access to shower - Guarantee of privacy 3.11.6 Air con utilization (normal & split unit) i. Eco Card Utility ii. Electronic DND Button usage iii. Light confirmation for DND status iv. Manual DND v. Push up Button for Hand Shower option vi. Split A/C is mentioned to be available for cases where guests feel the room temperature is not cold enough despite the Air Con is already vii. Mixon Panel in Villa
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3.12
POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
System Update
3.12.1 Input all personal and contact details in Opera from the Registration Form. 3.12.2 Verify if all date details are accurate. 3.12.3 Create individual profile ID for each guest.
3.12.4 Payment Posting.
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POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
3.12.5 In case guest doesn’t accept pre-authorisation or cash deposit, activate the ‘No Posting Function’ on guests’ account.
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POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
4.0 DURING STAY PROCESS
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POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
4.1.1 Daily Routine Check
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POST COVID 19 GUESTS’ CHECK-IN PROCEDURE
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REF: FO COV 101
5.0 DISTRIBUTION 1. 2. 3. 4. 5.
General Manager Resident Manager Financial Controller Front Office Manager Duty Manager
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