1、 IN AN INSTANT 1.1 Instant Check-In IMPLEMENTATION GUIDE July 2002 (updated 2004) InterContinental Ambassador Membership IMPORTANT: Procedural changes have occurred since the abolition of Six Continents Club and the migration of Members to Ambassador membership level within Priority Club Rewards. Th
2、is document is intended to provide an overview of Instant Check-In: for specific operational procedures and training, you are advised to refer to your Priority Club Rewards training materials. 1. IN AN INSTANT 1.1 Instant Check-In 2002 InterContinental Hotels & Resorts (updated 2004) 1 Contents Page
3、 2 3 5 5 7 7 7 7 14 14 25 28 30 32 65 68 78 83 86 91 91 92 96 96 98 99 Introduction Concept Definition Benefits What Is It? Product Standards Service Standards Operational Procedures The Implementation Process Key Activities Impacts On Departments Key Players and Roles Job Descriptions Training Impl
4、ications IT Changes Additional Equip. / Collateral Required Purchasing and Sourcing Internal Communication Time Frame Financial Implications Revenue Costs Measuring Success People Service Profit Appendices and Links 1. Departure Analysis Report 2. Arrival Analysis Report 3. Call Analysis Report 4. C
5、leaning Time Analysis Report 5. Report Training Manual Link: 6. Profile / Job Descriptions for Rooms Co-ordinator and Data Co-ordinator Link: 7. New Employee Welcome Letter Link: 8. Departmental Kit 6. Sample Registration Card 7. Sample introduction letter to credit card acquirer 8. Housekeeping Imp
6、lementation Pack 9. Sample letter for tender to credit card integrated interface providers 10. Credit card refund procedure and control 11. Collateral 2002 InterContinental Hotels & Resorts (updated 2004) This manual contains confidential and proprietary business information and trade secrets and re
7、mains the property of InterContinental Hotels & Resorts. This manual may not be reproduced or distributed, in whole or in part, without prior written permission of InterContinental Hotels & Resorts. The recipient of this manual shall maintain the confidentiality of such information and secrets and s
8、hall return this manual and any copies to InterContinental Hotels & Resorts upon demand. 1. IN AN INSTANT 1.1 Instant Check-In 2002 InterContinental Hotels & Resorts (updated 2004) 2 Introduction Guest surveys frequently show that our guests perceive the check-in as a cumbersome and long-winded proc
9、ess, rather than the efficient welcome that they expect as frequent travellers. Establishing registration data, credit and confirming requests and preferences can distract our guests from settling in to the hotel, and from their personal reasons for the stay. The Instant Check-In combines elements o
10、f various VIP check-in procedures that are in place around the world, and aims to offer this benefit to all individual frequent travellers who are InterContinental Ambassador and Priority Club Rewards Members. It will allow the Reception staff to manage their time better in order to prepare for the
11、arrival of the guest: the guest will be recognised and his / her preferences considered prior to arrival. The actual registration will be reduced to credit card and signature, while all other details have been updated beforehand. The Instant Check-In allows more time for communication between staff
12、and guests to verify what other services they could benefit from during their stay. The purpose of the implementation guide is: To define the concept. To review the process for the implementation. To provide best practice, data and information on the operation. To improve or develop service standard
13、s. To promote consistent quality and delivery of Instant Check-In throughout InterContinental Hotels & Resorts. Instant Check-In and Instant Checkout are very closely inter-related. The implementations should be done at the same time, ensuring that all parties involved assist each other. 1. IN AN IN
14、STANT 1.1 Instant Check-In 2002 InterContinental Hotels & Resorts (updated 2004) 3 Concept Instant Check-in is an important service enhancement that creates a point of difference for InterContinental. It demonstrates that we understand the needs of the business traveller. It demonstrates that WE KNO
15、W WHAT IT TAKES. All available registration data will be obtained from the Priority Club Rewards database, or from the Registration Card. Preferences and requests will be taken into consideration and the accommodation will be pre-blocked. To prepare the operation for the guests arrival, administrati
16、onal tasks such as key-card preparation and updating of personal data in the Property Management System will be handled by the Rooms Co-ordinator, assisted if necessary by a Data Co-ordinator. Guest rooms will be assigned as soon as possible and communicated to the Housekeeping department to achieve
17、 optimal room turn-around. The Housekeeping department will play a key role in that process, allowing a fast return of the room to the inventory. A dedicated Instant Check-In area will show the guest where to announce his / her arrival to avoid queues and waiting time (for further details, please co
18、nsult the InterContinental Brand Signage guidelines - also located within the Supporting Information section of this CD Rom). The prepared key and Registration Card will be presented by a member of staff, and after signature and credit card imprint, the guest will either be escorted to their room, o
19、r make their way themselves. This implementation guide caters for all properties and is based on the assumption that no Guest Service Centre featuring Espresso! is currently in place in that property. 1. IN AN INSTANT 1.1 Instant Check-In 2002 InterContinental Hotels & Resorts (updated 2004) 4 Howev
20、er, the implementation of the Guest Service Centre will indeed offer the opportunity of job combinations and optimisation of resources. Therefore, you should plan the roll-out of the three services, keeping in mind their close inter-relation. In the event of the implementation of the Guest Service C
21、entre in your hotel, the Rooms Co-ordinators different functions performed within that position could be integrated into the department. Within the Guest Service Centre, the Guest Service Agents Job Descriptions and tasks, as well other Front Office positions duties, should be assessed for possible
22、combinations. The different functions of the Data Co-ordinator can be included in the Guest Service Centre as well or in the Front Office. In this case, both the Rooms Co-ordinator as well as the data Co-ordinator roles should be regarded as functions rather than physical headcount. When implementin
23、g the Guest Service Centre, you should therefore consider that their function could be shifted to the Guest Service Agents or other Front Office staff, according to your property specification: physical layout, activity, complexity of the rooms inventory, activity, mix of clientele and business. It
24、is important that these functions are still performed within a non guest-contact area, as shifting functions into other Job Descriptions in guest-contact areas would create the opposite effect and results to what this initiative aims to achieve. 1. IN AN INSTANT 1.1 Instant Check-In 2002 InterContin
25、ental Hotels & Resorts (updated 2004) 5 Definition The Registration Card will be completed with all the guests details, and printed prior to arrival; the Welcome Wallet and Key Card will be prepared and the room assigned according to the guests requests. The assigned room will be communicated via th
26、e Rooms Co-ordinator or the Guest Service Centre to the Housekeeping department, and cleaned and inspected prior to the given estimated time of arrival. The Instant Check-In will be performed at a dedicated area. The key objectives of the Instant Check-In are as follows: ? To promote world-wide reco
27、gnition of the frequent individual traveller, with optimal preparation and anticipation of needs and preferences. ? To enhance the time frame for guest interaction without delaying the check-in. ? To reduce queues and waiting time at the Front Desk. ? To install a central communications point where
28、the focus is optimisation of guest arrival experience. ? To allow more time for up-selling opportunities, and other services. Benefits Benefits to the Guest ? Quick and efficient arrival, yet personal and responsive. ? To reduce repetitive procedures during multi-destination travel periods. ? More a
29、ssistance and focus on other possible requirements for the stay, such as restaurant bookings, chauffeur or ticket arrangements, Around-The-Clock services, Insider Concierge services, Little Things that Make the Difference services. 1. IN AN INSTANT 1.1 Instant Check-In 2002 InterContinental Hotels &
30、 Resorts (updated 2004) 6 ? Erase the feeling of displacement and the feeling of being PART of our process, rather than the reason for it. ? Perception of recognition when staying at various InterContinental Hotels & Resorts. Benefits to the Departments and Personnel ? Creates stronger teamwork betw
31、een Front Office and other departments, such as Housekeeping. ? Clearly identifies the impact of own work in the quality services goal. ? Improves the communication between Front Office and Housekeeping departments. ? Gives more flexibility to the operation. ? Gives opportunities to learn different
32、aspects of work and build up career strengths. ? Empowers staff to make decisions. Benefits to the Hotel ? Improves service quality. ? Improves productivity of staffing. ? Improves inter-departmental communication. ? Faster resolution of guests problems. ? Prompts guests to return to the hotel due t
33、o services provided. ? Improves occupancy. ? Improves average rate. ? Improves contribution to the profits. ? Improves Guest Satisfaction and their ratings. 1. IN AN INSTANT 1.1 Instant Check-In 2002 InterContinental Hotels & Resorts (updated 2004) 7 What Is It? Product Standards The product as seen
34、 by the guest is the service provided as defined in the first part of this implementation guide. Service Standards ? The service is operated 24 hours a day, 365 days a year. Instant Check-In is available during the normal operating hours for the check-in process. ? Guests requirements are reduced to
35、 a signature and presentation of the credit card, and any additional local legal requirements copy of visa, and details pertaining to the actual stay, i.e.: next destination. ? Maximum preparation prior to guest arrival. The Registration Card is pre-populated and printed, the room is allocated accor
36、ding to guest preferences, and made available by Housekeeping, the Key Wallet is prepared, and the key is made ready, if possible. ? The Instant Check-In is performed at a dedicated area. The presence of dedicated signage clearly shows the location and allows flexibility in changing the place, if re
37、quired. Operational Procedures The Operational Procedure is detailed on the following pages: 1. IN AN INSTANT 1.1 Instant Check-In 2002 InterContinental Hotels & Resorts (updated 2004) 8 Operational Procedures Flow Chart Day Before Arrival On Arrival Day Guest Hotel Hotel Hotel CRO / Hotel CRO / hot
38、el ensures that InterContinental Ambassador and or Priority Club Rewards membership number, plus other relevant additional information and ETA is available Reservation is made Hotel Rooms Co-ordinator prints an Arrivals List for InterContinental Ambassador and Priority Club Rewards Members Hotel Roo
39、ms Co-ordinator prints an updated Arrivals List of InterContinental Ambassador and Priority Club Rewards Members, and checks that printed Registration Cards and pre-prepared Key Wallets are ready and that the details on them are correct / up to date Rooms Co-ordinator monitors arrivals and departure
40、s Check that Members details contain all necessary information as per local legal requirements According to departure pace and available room, amend allocation to allow Instant Check-In Registration Card and Key Wallet are passed on to the dedicated check-in area Allocate room type and possibly room
41、 number as per Members request / preferences detailed in Priority Club Rewards database During the night, using all available information, the Registration Card is printed and the Key Wallet is prepared For last night and same day reservation, initiate allocation Where ETA IS KNOWN, prior to arrival
42、 time the Rooms Co-ordinator prepares the key and completes the Key Wallet using the most up-to-date information about the guest Where NO ETA IS AVAILABLE, rooms are allocated as per the arrival and departure patterns of the specific property 1. IN AN INSTANT 1.1 Instant Check-In 2002 InterContinent
43、al Hotels & Resorts (updated 2004) 9 Specific Process to Achieve Result Guest Hotel Hotel Hotel Hotel InterContinental Ambassador and Priority Club Rewards numbers, with relevant additional information and ETA IS AVAILABLE InterContinental Ambassador and Priority Club Rewards number, plus relevant a
44、dditional information is available, but NO ETA IS AVAILABLE Guest arrives at the hotel and goes to the dedicated Instant Check-In point Agent checks-in the guest into the pre-allocated room, and checks that room number in Property Management System matches the number on the Key Wallet Agent issues k
45、eys to the guest, inquires about his / her departure arrangements and engages in promotion conversation or other interaction, if assessed to be appropriate Pre-authorisation is checked and necessary fields are populated, if not automated In case of identified credit problem, the guest is contacted i
46、n order for him / her to provide an alternative method of payment Updating, if necessary, is done at Back Office Agent check-in the room in the pre-allocated room issues keys and completes missing information on key wallet Agent offers luggage assistance and actions accordingly Agent presents the Re
47、gistration Card for signature, and obtains credit card from the guest Agent presents the Registration Card for signature and obtains credit card from the guest 1. IN AN INSTANT 1.1 Instant Check-In 2002 InterContinental Hotels & Resorts (updated 2004) 10 Operational Procedures At the Reservation Sta
48、ge ? Guest calls the Reservations department. ? Obtain the InterContinental Ambassador and Priority Club Rewards Member number. ? Obtain any information specific to the hotel that will not be passed on by HOLIDEX Plus, FMDS or the Priority Club Rewards database. ? Obtain the estimated time of arriva
49、l (ETA). Preparation work Day Before Arrival ? Print an Arrivals List for InterContinental Ambassador and Priority Club Rewards Members. ? Check in your Property Management System that the necessary information is available to perform the Instant Check-In, using the information provided by InterCont
50、inental Ambassador and Priority Club Rewards number. ? Look up any missing information in the Priority Club Rewards database via HOLIDEX Plus FMDS. ? Input any missing information in the correct fields in the Property Management System. ? Allocate correct room-type, or room number according to guest
