1、Reception Check-listMorning Shift (07:00-15:30)Attendance:Due Out:Group Due In:Due In:Group Due Out:OCC%:Event In House:06:55 Sign In Check grooming and hygiene before you are on duty. Read all the Notice Board, MEMO, Event Orders and Logbook.07:00 To attend the department morning briefing. Note dow
2、n the information from briefing. Familiarise with preceding occurrence during night shift and yesterday. Familiarise with conferences and groups in the hotel today Familiarise with expected arrivals / departures, VIP & Group arrivals / departures . 07:15 Hand over with night shift GSA. Take note the
3、 issues what need us to follow up Count float cash and ensure you have enough change Check all operation equipment whether is in gear(Computer, Printer,POS machine, Key encode machine, Invoice Printer, Photocopy Machine, PSB Scaner, etc) Ensure the adequate supplies of following stationaries at work
4、station Letter Head Paper Room Key Card FIT & Group Guest Key Card Holder Foreign Exchange Form P Member Welcome Amenity Form PKG flyer Mini Bar Check Official Receipt Navigator Card Hotel Map Miscellaneous Form Envelope Staple Stapler Official Invoice Group C/I Register Form Room Move Form MRW Card
5、 MR Enrollment Form Shuttle Bus Schedule Take Me to Card etc. Tidy up the reception desk and ensure you have enough stationary Check the guest safety deposit box. Ensure the used Safety Deposit Boxes are recorded.07:40 Check the rooms availability of today07:45 Print out the Trace Report and follow
6、up accordingly08:15 Check rooms assigned for early arrival, VIP, Regular, MRW and long-staying guest, guests with special requests Double check the group orders and group keys which were handed over from last night shift Double check the room assignment for all arrival guests.09:00 Check the billing
7、 of VIP and PKG guest Check the Permanent Folio of group or banquet Check the due out group status.09:30 Get Back the Due Back from GSM Follow up outstanding issue from overnight shift.10:30 Ensure the lunch break is scheduled by shift leader13:00 Coordinate with HSKP to clean the rooms according to
8、 the time for arrivals Ensure due out rooms are the late departure only if the situation is allowed. Ensure the late C/O is reasonable and the reason is adhered in system14:00 Handling C/O in the PSB system Check the invoice voucher. Check and rebate the unpaid Unicef donation. Ensure that there are
9、 no “not-updated” registration cards on the desk;Ensure profiles in opera are input correctly Ensure each intraday checked-in guests information has been sent to PSB Tidy up the reception desk and ensure next shift has enough stationary Check room move report, ensure guests information are update in
10、 PMS and bucket accordingly. Check departure report,ensure all old dockets forms for C/O rooms have been removed from buckets.15:00 Organise the shift banking Count the cash float and itemized account according the journal report Ask for shift leader checks your paperwork Ask for GSM /AFOM/ FOM to S
11、ign the paid out/ rebate voucher File cashier report into folder Fax “Credit Card Authorization Cancellation” to bank. Stay at the desk while the supervisor gives handover to the afternoon team15:30 Close your cashier Drop the Cash to General Cashierand Drop the itemized folio to income audit Sign O
12、utMRW Enrollment:Upselling Revenue:Shift Leader:Non-guarantee:Out Of ServiceOut Of OrderSign InCheck grooming and hygiene before you are on duty.Read all the Notice Board, MEMO, Event Orders and Logbook.To attend the department morning briefing.Note down the information from briefing.Familiarise wit
13、h preceding occurrence during night shift and yesterday.Familiarise with conferences and groups in the hotel todayFamiliarise with expected arrivals / departures, VIP & Group arrivals / departures . Hand over with night shift GSA. Take note the issues what need us to follow upCount float cash and en
14、sure you have enough changeCheck all operation equipment whether is in gear(Computer, Printer,POS machine, Key encode machine, Invoice Printer, Photocopy Machine, PSB Scaner, etc)Ensure the adequate supplies of following stationaries at workstation Letter Head Paper Room Key Card FIT & Group Guest K
15、ey Card Holder Foreign Exchange Form P Member Welcome Amenity Form PKG flyer Mini Bar Check Official Receipt Navigator Card Hotel Map Miscellaneous Form Envelope Staple Stapler Official Invoice Group C/I Register Form Room Move Form MRW Card MR Enrollment Form Shuttle Bus Schedule Take Me to Card et
16、c.Tidy up the reception desk and ensure you have enough stationaryCheck the guest safety deposit box. Ensure the used Safety Deposit Boxes are recorded.Check the rooms availability of todayPrint out the Trace Report and follow up accordinglyCheck rooms assigned for early arrival, VIP, Regular, MRW a
17、nd long-staying guest, guests with special requestsDouble check the group orders and group keys which were handed over from last night shiftDouble check the room assignment for all arrival guests.Check the billing of VIP and PKG guestCheck the Permanent Folio of group or banquetCheck the due out gro
18、up status.Get Back the Due Back from GSMFollow up outstanding issue from overnight shift.Ensure the lunch break is scheduled by shift leaderCoordinate with HSKP to clean the rooms according to the time for arrivalsEnsure due out rooms are the late departure only if the situation is allowed. Ensure t
19、he late C/O is reasonable and the reason is adhered in systemHandling C/O in the PSB systemCheck the invoice voucher.Check and rebate the unpaid Unicef donation.Ensure that there are no “not-updated” registration cards on the desk;Ensure profiles in opera are input correctlyEnsure each intraday chec
20、ked-in guests information has been sent to PSBTidy up the reception desk and ensure next shift has enough stationaryCheck room move report, ensure guests information are update in PMS and bucket accordingly.Check departure report,ensure all old dockets forms for C/O rooms have been removed from buck
21、ets.Organise the shift banking Count the cash float and itemized account according the journal reportAsk for shift leader checks your paperworkAsk for GSM /AFOM/ FOM to Sign the paid out/ rebate voucherFile cashier report into folderFax “Credit Card Authorization Cancellation” to bank.Stay at the de
22、sk while the supervisor gives handover to the afternoon teamClose your cashierDrop the Cash to General CashierandDrop the itemized folio to income auditSign OutSignature By GSO/GSM:Reception Check-listAfternoon Shift (15:00-23:30)Attendance:Due Out:Group Due In:Due In:Group Due Out:OCC%:Event In Hou
23、se:14:40 Sign In Check grooming and hygiene before you are on duty. Read all the Notice Board, MEMO, Event Orders and Logbook.14:50 To attend the department afternoon briefing. Note down the information from briefing. Familiarise with preceding occurrence during morning shift and yesterday. Familiar
24、ise with conferences and groups in the hotel today Familiarise with expected arrivals / departures, VIP & Group arrivals / departures . 15:15 Attend 15 minutes daily Training15:30 Hand over with morning shift GSA. Take note the issues what need us to follow up Count float cash and ensure you have en
25、ough change Check all operation equipment whether is in gear(computer, printer,POSmachine, Key encode machine, invoice printer, photocopy machine, PSB scaner,etc) Ensure the adequate supplies of following stationaries at workstation Letter Head Paper Room Key Card FIT & Group Guest Key Card Holder F
26、oreign Exchange Form P Member Welcome Amenity Form PKG flyer Mini Bar Check Official Receipt Navigator Card Hotel Map Miscellaneous Form Envelope Staple Stapler Official Invoice Group C/I Register Form Room Move Form MRW Card MR Enrollment Form Shuttle Bus Schedule Take Me to Card etc. Tidy up the r
27、eception desk and ensure you have enough stationary Check the guest safety deposit box. Ensure the used Safety Deposit Boxes are recorded.15:40 Check the rooms availability of today15:45 Print out the Trace Report and follow up accordingly.16:15 Follow up the due out room and check their billing Che
28、ck and re-assign the room and double check the group room keys, special for expect VIP arrival Follow up outstanding issue from morning shift. Ensure due out rooms are the late departure only if the situation is allowed. Ensure the late C/O is reasonable and the reason is adhered in system Coordinat
29、e with HSKP to clean the rooms according to the time of arrivals. Check is any guest waiting for their room and report the status to GSM16:30 Ensure the Dinner break is scheduled by shift leader18:00 Check Non-GTD reservations and release as necessary. Check the folio buckets by floor to ensure all
30、old dockets forms for C/O rooms have been removed19:00 Check and prepare VIP guest folio for the next day departure,deliver to guest room together with departure letter before 21:00 Put the reservation form in guests bucket accordingly Check the group arrival of next day,prepare the next day arrival
31、 Group profile Pre-assign the room for next day group, prepare room key in advance.20:00 Double check all completed registration card are completed correctly. Ensure that there are no “not-updated” registration cards on the desk;Ensure profiles in opera are input correctly Ensure each intraday check
32、ed-in guests information has been sent to PSB22:30 Print the arrivals and check in today report,check and ensure all the RC are placed accordingly. Tidy up the reception desk and ensure next shift has enough stationary23:00 Organise the shift banking Count the cash float and itemized account accordi
33、ng the journal report Ask for shift leader checks your paperwork Ask for GSM / AFOM / FOM to Sign the paid out/ rebate voucher File cashier report into folder Fax “Credit Card Authorization Cancellation” to bank. Stay at the desk while the supervisor gives handover to the night team23:30 Close your
34、cashier Drop the Cash to General Cashierand Drop the itemized folio to income auditSign OutMRW Enrollment:Upselling Revenue:走在路上Shift Leader:Non-guarantee:Out Of ServiceOut Of OrderSign InCheck grooming and hygiene before you are on duty.Read all the Notice Board, MEMO, Event Orders and Logbook.To a
35、ttend the department afternoon briefing.Note down the information from briefing.Familiarise with preceding occurrence during morning shift and yesterday.Familiarise with conferences and groups in the hotel todayFamiliarise with expected arrivals / departures, VIP & Group arrivals / departures . Atte
36、nd 15 minutes daily TrainingHand over with morning shift GSA. Take note the issues what need us to follow upCount float cash and ensure you have enough changeCheck all operation equipment whether is in gear(computer, printer,POSmachine, Key encode machine, invoice printer, photocopy machine, PSB sca
37、ner,etc)Ensure the adequate supplies of following stationaries at workstation Letter Head Paper Room Key Card FIT & Group Guest Key Card Holder Foreign Exchange Form P Member Welcome Amenity Form PKG flyer Mini Bar Check Official Receipt Navigator Card Hotel Map Miscellaneous Form Envelope Staple St
38、apler Official Invoice Group C/I Register Form Room Move Form MRW Card MR Enrollment Form Shuttle Bus Schedule Take Me to Card etc.Tidy up the reception desk and ensure you have enough stationaryCheck the guest safety deposit box. Ensure the used Safety Deposit Boxes are recorded.Check the rooms ava
39、ilability of todayPrint out the Trace Report and follow up accordingly.Follow up the due out room and check their billingCheck and re-assign the room and double check the group room keys, special for expect VIP arrivalFollow up outstanding issue from morning shift.Ensure due out rooms are the late d
40、eparture only if the situation is allowed. Ensure the late C/O is reasonable and the reason is adhered in systemCoordinate with HSKP to clean the rooms according to the time of arrivals.Check is any guest waiting for their room and report the status to GSMEnsure the Dinner break is scheduled by shif
41、t leaderCheck Non-GTD reservations and release as necessary.Check the folio buckets by floor to ensure all old dockets forms for C/O rooms have been removedCheck and prepare VIP guest folio for the next day departure,deliver to guest room together with departure letter before 21:00Put the reservatio
42、n form in guests bucket accordinglyCheck the group arrival of next day,prepare the next day arrival Group profilePre-assign the room for next day group, prepare room key in advance.Double check all completed registration card are completed correctly. Ensure that there are no “not-updated” registrati
43、on cards on the desk;Ensure profiles in opera are input correctlyEnsure each intraday checked-in guests information has been sent to PSBSignature By GSO/GSMReception Check-listOvernight Shift (23:00-07:30)Attendance:Due Out:Group Due In:Due In:Event In House:OCC%:ADR:22:50 Sign In Check grooming and
44、 hygiene before you are on duty. Read all the Notice Board, MEMO, In-house Group BEO and Logbook.23:00 To attend the department night briefing. Note down the information from briefing. Familiarise with preceding occurrence during day Familiarise with conferences and groups in the hotel today Familia
45、rise with expected arrivals. Early check-out in next day, in-house VIP & Group 23:15 Hand over with afternoon shift GSA. Take note the issues what need us to follow up Count float cash and ensure you have enough change Check all operation equipment whether is in gear(computer, printer,POS machine, K
46、ey encode machine, invoice printer, photocopy machine, PSB scaner,etc) Ensure the adequate supplies of following stationaries at workstation Letter Head Paper Room Key Card FIT & Group Guest Key Card Holder Foreign Exchange Form P Member Welcome Amenity Form PKG flyer Mini Bar Check Official Receipt
47、 Navigator Card Hotel Map Miscellaneous Form Envelope Staple Stapler Official Invoice Group C/I Register Form Room Move Form MRW Card MR Enrollment Form Shuttle Bus Schedule Take Me to Card etc. Tidy up the reception desk and ensure you have enough stationary Check the guest safety deposit box. Ensu
48、re the used Safety Deposit Boxes are recorded.23:45 Print out trace report and extend trace.00:00 Print out and file all in-house groups rooming list with room rate. Settle acounts for all of the POS machine.00:10 Check the itemized checks of outlets for the day and file them by room number & guest
49、name Follow up outstanding issue from afternoon shift.Before Night Audit Post the transportation charge of the day to corresponding rooms Print in-house guest Breakfast Report of the day Check the Transient room,check out the rooms 5 minutes before night audit,and make new reservation for next day.
50、Count the cash float and itemized account according the journal report Prepare concern report before Night Audit Log off the PMS and then prepare to do night runDuring Night Audit Put the in-house guests detail checks into the bucket accordingly Ensure each intraday checked-in guests information has
