1、 AROUND THE CLOCK 3.1 24-Hour Room Service IMPLEMENTATION GUIDE June 2002 (updated 2004) 3. AROUND THE CLOCK 3.1 24-Hour Room Service 2002 InterContinental Hotels & Resorts (updated 2004) 1 Contents Page 2 2 2 2 3 3 3 4 6 6 6 7 8 9 15 15 15 15 16 17 17 17 18 18 18 19 Introduction Concept Definition
2、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 Implications IT Changes Additional Equipment and Collateral Required Purchasing and Sourcing Internal Commu
3、nication Time Frame Financial Implications Revenue Costs Measuring Success People Service Profit 2002 InterContinental Hotels & Resorts (updated 2004) This manual contains confidential and proprietary business information and trade secrets and remains the property of InterContinental Hotels & Resort
4、s. 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 shall return this manual and any copies to InterContine
5、ntal Hotels & Resorts upon demand. 3. AROUND THE CLOCK 3.1 24-Hour Room Service 2002 InterContinental Hotels & Resorts (updated 2004) 2 Introduction Concept Small Initiative - BIG OPPORTUNITY This small but important service enhancement creates a point of difference for InterContinental. It demonstr
6、ates that we understand the needs of the business traveller. It demonstrates that WE KNOW WHAT IT TAKES. Definition Guests can order Room Service on a 24-hour basis (from a limited menu overnight), delivered within a set standard time. Benefits Guests can order refreshments whenever they want them,
7、demonstrating that we recognise the international nature of our guests, and can help them overcome the displacement they experience during international travel in different time zones. 3. AROUND THE CLOCK 3.1 24-Hour Room Service 2002 InterContinental Hotels & Resorts (updated 2004) 3 What Is It? Pr
8、oduct Standards Room Service is required 24 hours a day, 7 days a week. Midnight Menu standard items (minimum): ? 2 appetisers ? 1 soup ? 2 pasta / noodle dishes ? 2 sandwiches ? 1 salad ? 2 healthy dishes ? 2 desserts ? Selection of 5 teas ? Selection of 3 coffees ? Selection of beverages Service S
9、tandards Delivery times will not exceed: ? Continental Breakfast 15 minutes ? Full Breakfast 20 minutes ? Lunch 25 minutes ? Dinner 25 minutes ? Snack 15 minutes ? Tea/coffee/beverages 10 minutes 3. AROUND THE CLOCK 3.1 24-Hour Room Service 2002 InterContinental Hotels & Resorts (updated 2004) 4 Ope
10、rational Procedures Guest Hotel Hotel Hotel/Guest Hotel DAY TIME PROCESS - from 06.00 to 23.00 NIGHT TIME PROCESS - from 23.00 to 06.00 Room Service order-taker makes recommendations and takes order Guest calls Room Service to place order Room Service order-taker opens guest check (Micros) Kitchen p
11、repares food order Room Service Server sets food and drinks on a tray or trolley Room Service Server delivers order to guest room Drink order is prepared from Room Service Pantry Room Service Server asks guest to sign guest check Room Service Server forwards signed guest check to Front Office Room S
12、ervice Server (or Guest Service Centre) makes recommendations and takes order Guest calls Room Service to place order Room Service Server raises guest check (Micros) Room Service Server prepares food in Pantry (microwave) Drink order is prepared from Room Service Pantry Room Service Server sets food
13、 and drinks on a tray or trolley 3. AROUND THE CLOCK 3.1 24-Hour Room Service 2002 InterContinental Hotels & Resorts (updated 2004) 5 Operational Procedures DAY TIME PROCESS from 06.00 to 23.00 ? Guest calls Room Service. ? Room Service order-taker offers recommendations and takes order. ? Room Serv
14、ice order-taker opens a guest check using POS computer system. If Micros is available, food order will be forwarded to kitchen electronically. If Micros is not available, Room Service order-taker will hand Captains Order to kitchen. ? Room Service waiter prepares drinks ordered by guest. ? Order is
15、taken from Room Service pantry. ? Room Service waiter places drinks on serving tray or trolley. ? Room Service waiter collects food from kitchen. ? Room Service waiter places food on serving tray or trolley. ? Room Service waiter delivers order to guest room. ? Room Service waiter invites guest to s
16、ign guest check or accepts cash payment. ? Guest check is forwarded to front desk; cash is handled according to hotel policy. NIGHT TIME PROCESS from 23.00 to 06.00 ? Guest calls Room Service. ? Room Service waiter offers recommendations and takes order. ? Room Service waiter opens a guest check usi
17、ng POS computer system. ? Room Service waiter prepares drinks ordered by guest. ? Order is taken from Room Service pantry. ? Room Service waiter places drinks on serving tray or trolley. ? Room Service waiter prepares food order. ? Room Service waiter places food on serving tray or trolley. ? Room S
18、ervice waiter delivers order to guest room. ? Room Service waiter invites guest to sign guest check or accepts cash payment. ? Guest check is forwarded to front desk; cash is handled according to hotel policy. Note Between 23.00 and 06.00, the Room Service waiter will forward calls to Guest Service
19、Centre whilst delivering orders to guest rooms. If the Guest Service Centre is not yet set up, calls should be answered and the order taken by Switchboard or the Front Desk. 3. AROUND THE CLOCK 3.1 24-Hour Room Service 2002 InterContinental Hotels & Resorts (updated 2004) 6 The Implementation Proces
20、s Key Activities ? Hotels receive Implementation Guide CD Rom from Global Brand Marketing. ? General Manager and ICON Champion familiarise themselves with contents of CD Rom. ? General Manager and ICON Champion review current status against required standard and assess areas where action is required
21、. ? General Manager briefs key players. ? Using the Implementation Guide, key players formulate a step-by-step Action Plan detailing exactly how 24-Hour Room Service will be rolled out. ? Action Plan agreed and finalised. ? Rollout and training process begins. ? New Midnight Menu devised and printed
22、. ? Midnight staff fully trained in new responsibilities and tasks. ? 24-Hour Room Service up and running! Impacts On Departments Staffing To provide this extended service, the minimum staffing level from 23.00 to 06.00 is one member of the Room Service team, who must have basic cooking skills. He/s
23、he can be drawn from the existing staff pool, but where this is not possible an additional waiter will need to be recruited. In a Union environment where Room Service staff cannot take responsibility for preparing Midnight Menu items, a cook may have to be scheduled for the overnight shift. Organisa
24、tion and Reporting The Room Service staff on the midnight shift will report to the Night Manager (Front Desk). The waiter should carry a radio with ear-hook (or pager) for easy communication with the Night Manager in case assistance is required. 3. AROUND THE CLOCK 3.1 24-Hour Room Service 2002 Inte
25、rContinental Hotels & Resorts (updated 2004) 7 Key Players and Roles General Manager Directs the activities of the key players. Food & Beverage Manager Acts as ICON Champion. Takes responsibility for successful implementation, including ensuring that Room Service is supplied with the necessary equip
26、ment (microwave, etc.) and that staffing requirements are filled. Executive Chef Responsible for creating the menu, ensuring that Room Service is supplied with necessary food items, and for training Room Service waiters in the preparation of all the dishes featured on the menu, so that the quality o
27、f the product is guaranteed. Room Service Manager or Headwaiter Responsible for training Room Service waiters in telephone answering techniques, offering recommendations and up-selling, guest courtesy, setting up the mise-en-place, billing and all aspects of operational procedures. Room Service Wait
28、er Responsible for answering the phone, making recommendations, taking orders, preparing food and drink orders, and delivering orders to guest rooms. Guest Service Manager Responsible for ensuring that all members of the Guest Service team are fully trained to take Room Service orders on the overnig
29、ht shift if necessary. Financial Controller Responsible for all financial transactions. Training Manager Supports key players in developing Action Plan, coordinating rollout, identifying training needs and assisting with training plan. 3. AROUND THE CLOCK 3.1 24-Hour Room Service 2002 InterContinent
30、al Hotels & Resorts (updated 2004) 8 Job Descriptions It is suggested that the following changes be made in order to reflect the employees new tasks and responsibilities more accurately: NEW RESPONSIBILITY NEW TASKS Food & Beverage Manager Responsible for ensuring that 24-Hour Room Service is set up
31、 and operating according to standards. Direct Executive Chef, Room Service Manager and liaise with Guest Service Manager to ensure that procedures are developed and standards are met. Executive Chef Ensure that the Midnight Menu product meets standard at all times. In conjunction with F&B Director,
32、create Midnight Menu which can be prepared and delivered in accordance with service requirements. Train waiters on preparation of all items featured on the Midnight Menu. Provide Room Service with all necessary food items so that delivery of a quality product is assured at all times. Room Service Ma
33、nager or Headwaiter Ensure that standards of service and delivery times are consistently met on the midnight shift. Conduct training for Room Service waiters who will be working on the midnight shift. Room Service Waiter Ensure that standards of service and delivery times are consistently met on the
34、 midnight shift. Answer phone, make recommendations and take orders. Enter orders accurately into POS system. Prepare and deliver food and drinks according to standards. Accept cash from guests and process according to hotel standards. 3. AROUND THE CLOCK 3.1 24-Hour Room Service 2002 InterContinent
35、al Hotels & Resorts (updated 2004) 9 AROUND THE CLOCK 3.1 24-Hour Room Service ICON Training Material 3. AROUND THE CLOCK 3.1 24-Hour Room Service 2002 InterContinental Hotels & Resorts (updated 2004) 10 Training Implications TOPIC GUIDELINE Entire Room Service department and Guest Service team to b
36、e trained on the Around the Clock ICON and the concept, definition and benefits of 24-Hour Room Service. Use Implementation Guide CD Rom. Room Service and Guest Service midnight teams to be familiarised with Midnight Menu items. Arrange tasting of menu items, provide item descriptions, ingredients a
37、nd photographs. Room Service midnight team to be trained on preparing new menu items. 8 hours training from Executive Chef or Culinary Department Trainer. Member of culinary team to be scheduled to work alongside Room Service waiter on the overnight shift for the first 5 nights of 24-hour operation.
38、 Create preparation procedures for all new menu items (refer to Hamburger example attached). Room Service and Guest Service midnight teams to be trained on taking orders including making recommendations and up-selling. On the job training from Room Service Manager or department trainer (refer to tas
39、k breakdown attached). Room Service midnight team to be trained on service and delivery of new menu items. 2 hours training from Room Service Manager using new menu and existing task breakdowns on service. Room Service midnight team to be trained on cash handling procedures. On the job training from
40、 Room Service Manager/ department trainer. Room Service and Guest Service midnight teams to be trained on using POS computer system, including raising orders, correcting mistakes and using managers key to void. On the job training from Room Service Manager or department trainer. (In the period befor
41、e the Guest Service Centre is established, Switchboard or Front Desk staff will need training to take orders in the absence of the Room Service waiter). 3. AROUND THE CLOCK 3.1 24-Hour Room Service 2002 InterContinental Hotels & Resorts (updated 2004) 11 AROUND THE CLOCK 3.1 24-Hour Room Service Sum
42、mary Reshaping The World of InterContinental is a worldwide initiative that is reshaping all InterContinental Hotels and will enable us to re-position our brand and service to delight the Contemporary Classicist, our new target market. Central to this development are four ICONs that will enable the
43、transformation down to the very core of our service so that our guests are delighted on a day-to-day basis. This ICON is called Around the Clock and is designed to put our guests needs first by providing our services when they want them. The Contemporary Classicist is an international traveller who
44、operates around the clock and our vision is to make our world match their world by making our services available around the clock. ICON 3. Around The Clock, consists of four elements: 3.1 24-Hour Room Service 3.2 24-Hour Business Centre 3.3 24-Hour Gym 3.4 24-Hour Valet 3. AROUND THE CLOCK 3.1 24-Ho
45、ur Room Service 2002 InterContinental Hotels & Resorts (updated 2004) 12 What Guests will be able to order room service when it is convenient for them, 24 hours a day. Interest Take a moment to consider how you would feel if you were a businessperson following a very busy schedule in a foreign count
46、ry. You need to work through much of the night to complete an important presentation for a meeting the next day and, being hungry, you could not order any food or drinks late at night. Need In order to make your working day as streamlined as possible, you need to familiarise yourself with the 24-Hou
47、r Room Service operation so that you know exactly what you need to do when, and to what standard. This will enable you to play your part in the InterContinental team that delivers this service. Note: The scripting presented in the task breakdown on the following page, is a guideline and is not inten
48、ded to restrict individual initiative. The requirement is that scripting focuses on the benefit of the service for the guest and is polite, friendly and professional without being formal and traditional. The intention is that the scripting should match with the style of the Contemporary Classicist.
49、3. AROUND THE CLOCK 3.1 24-Hour Room Service 2002 InterContinental Hotels & Resorts (updated 2004) 13 Task Breakdown: 3.1 24-Hour Room Service Task Procedure Standard Scripting Take an Order Answer room service call as efficiently as possible. Take the guests order. If the guest is not sure of what
50、to order and asks for a recommendation, suggest as appropriate. Confirm the guests order. Up-sell and cross-sell by offering food and drinks to complement the guests order. Confirm delivery with regards to time and room number (if appropriate). Final offer of assistance. Thank the guest for the requ
