雅高酒店集团-管家部开业筹备手册实用手册.doc

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1、Take Over & Rebranding Manual for General Managers ACCOR Hotels TAKE OVER & REBRANDING MANUALHouse KeepingACCOR HOTELS April, 2008INTRODUCTIONThis manual is intended as a reminder and checklist for the many tasks and actions required to successfully take over and rebrand an already operating hotel t

2、o an ACCOR branded property. However due to the very nature of hotel take overs, in that each property is unique in terms of age, condition, facilities, market positioning, location, etc, this should not be construed as a complete and entire manual of the tasks to be done. This should be regarded as

3、 a very broad and general guideline that should be adapted to each situation.In the formulation of the take over task and consequent action plan, the long and short term objectives of the Owners and Accor and the should be clearly established in order to ensure the final product meets the expectatio

4、ns of both parties. It is critical that through a rebranding process the propertys image and profile should be enhanced and that with the provision of Accors management and marketing expertise, tangible value will be added as a result.As previously mentioned and should be strongly emphasised, each H

5、otel is unique and the information within this manual should be adapted so as to meet the specific requirements of the project and location. It should be seen as a base from which to begin and a general guideline, not as a definitive plan to all takeover and rebranding projects. BRIEFING of DIVISION

6、 HEADS1.1 Project in general1.1.1General Discussion on Owning Company and management Agreement.1.1.2Discussion of any Hotel or Location idiosyncrasies1.1.3Progress on any refurbishments and possible relaunching dates.1.1.4Progress reports from Task Force members.11.5Feasibility Study and Departmenta

7、l review and proposed individual action plan. Plans on any refurbishments.Review power of attorney for bank signaturesReview owning companyHotel agreement as it pertains to Co-Owners.Owning Companys organization chart.Internal Owner relations.Name, Address and Telephone #s of Board Members.Equity po

8、sition of Owners.Capital expense Budget and approval procedures.Any special agreements and/or understanding with the Owning Company.Board Meeting timetable.Review of last Board Meeting minutes.Goals and Incentive Plan.Recommendations for the Hotel Lawyer and Auditor.Administrative calendar for the H

9、otel.2.0 TAKE OVER & REBRANDING TASK ASSIGNMENT CHECK LISTThe purpose of this check list is to assign each department all necessary tasks to ensure the successful preparation for the opening of the hotel and that are completed on time. The Executive for each Department should be the person responsib

10、le for the appropriate checklist and the formulation of the critical path.The following checklists are to be considered as a guideline for the formulation of the critical path and a more detailed checklist should be developed for each department concerned. HousekeepingAssess executive housekeeperRev

11、iew payrollReview policies & proceduresReview training programReview condition of all FF&E Linen audit & ordering replacement Accor standardAccor specifications guest room amenitiesOrdering guest room amenitiesReview all cleaning equipmentSpecification cleaning chemicalsReview all maid carts quantit

12、y & conditionBlankets spec & quantityPillows spec & quantityReview carpet cleaning contractReview cleaning schedulesReview job descriptionReview oganisation chartReview uniforms quantity & conditionUniforms orderingReview uniforms policyReview pest control contractReview valet pricesReview guest sto

13、rage policiesReview policy of fruit basketReview policy for flowersReview procedures mini barReview all formsReview room set upReview suites set upReview par stocksIdentify areas requiring concentrated cleaningAction by Starting date Completion dateReview PA cleaning schedulesReview duty rosterRevie

14、w emergency proceduresReview laundry volumeReview laundry budgetReview valet pricesRelaunching & rebranding action planReview Operational manualReview house plant maintenance contractReview outside window cleaning procedureReview lost and found policiesReview list of all guest supplies, apply Accor

15、standardsReview par stock for flow partiesReview guest room layoutRebranding budget reviewReview layout of floor pantryReview keys policy requirements per areaCheck bed configuration chartCheck room types chartReview cleaning standardReview service standardCosting guest suppliesReview guest floor pa

16、ntry set upReview mini-bar set up Review maid cart set up Laundryassess laundry managerreview laundry job descriptionsreview operating proceduresreview organization chartreview manning guidereview training programreview training schedulereview all equipment review all FF&E review list of guest suppl

17、iesreview list of formscheck license for laundryrebranding action planrelaunching datecheck equipment warranty record if applicablereview maintenance programreview procedures valet shopreview job descriptionsreview laundry pricescheck quality & stock of chemicals & listsreview safety programhotel su

18、rvey of hotel chargesreview uniforms stockreview cleaning schedulesurvey waste disposalcheck steam & electricity supplyreview labor lawreview all kitchen & bakery equipment & utensilsreview all cleaning equipmentcheck quality, stock and supply of cleaning chemicalscheck musical instrumentscheck prin

19、ting materialcheck canned dry foodcheck beveragescheck food items freshreview pool functionslinen Action by Starting date Completion dateaudit on condition of all mattressesaudit on condition of all TVs & associated equipmentaudit TV receptionreview satellite/cable TV provider contractMini bars3.0 T

20、akeover and RebrandingThis segment of the critical path deals with the rebranding plan. It consists of listing all the physical areas requiring close attention that can be monitored on a twice-weekly basis, on the progress report. All items mentioned on this section should be similar to the one ment

21、ioned in the progress reportExample:Executive officeAccounting officeGeneral storeSteward storeStaff canteenGuest rooms 16/FAll the mentioned areas should state the starting date of the monitoring of the status of the rebranding and the projected completion. 4.0Formulate Critical PathThe Data formul

22、ated in the Tasks Assignment Check List is to be used as the base for the formulation of the “Critical Path” report.The first thing to establish is the Relaunching date of the Hotel.Secondly, the data from the tasks assignment check list is transferred into the critical path with reference to the re

23、branding of each area and ultimately the relaunching date.Formulate a Grid sheet which contains all the critical path with a section for each department using the legends of:Starting DateProgressDelayCompletion DateLate CompletionRelaunching DateAll tasks should be monitored and updated twice weekly

24、 with a review meeting for all concerned.Whilst this may seem a tedious and time consuming exercise it will ensure that each area of the Hotel is fully ready to be Operational on the Relaunching Date.Note: The Critical Path should be formulated in a Data Base Software format as per the example attac

25、hed to allow the efficient, Any Date Order, or Person Responsible, Sorting.List of rebranding reports and meetings to be formulated- Twice weekly critical path meeting minutes- operational meeting weekly minutes- design and printing weekly minutes- F&B twice weekly meetings minutes- weekly progress

26、report- Weekly minutes of relaunching ceremony meeting- Weekly minutes of sales department- Monthly sales report to corporate office- Weekly forecast meeting- Weekly minutes of purchasing department- Weekly minutes of accounting department- Monthly controllers report to corporate office- Monthly rep

27、orts to corporate office should include the following topics- Overview of progress of rebranding- F&B report- Financial- Engineering- Sales- Rooms department- P.R.- Monthly design meeting with designer- Post relaunching weekly project meeting6.0 Monthly progress reportThe monthly progress report sho

28、uld be formulated by the hotel GM/Take Over Task Force Manager/Engineering team/DOSMIt should contain progress on rebranding plus recruitment progress of key staff,Owner related issues, marketing activity, financial status. Policies and ProceduresRooms Division (as per ACCOR Operations manuals)SOPLS

29、OP- VIP Policy- Guest privacy- Log book- Maintenance requests- Guest illness- Pets & animals- Guests complaints- Uniform- Staff general grooming & behavior- Pagers- Daily briefing- Staff performance appraisal- Interview and recruitment- Work schedule- Stock requisition- Entrance and lobby security-

30、Parking zone security- Staff entrance control- Video security- Patrol- Security supervisor- Divisional accounting procedures- Reservations section- Reservations filing- Geographic code- Market segment code- Reservations forecasts- Reservation operation- Telecom operation -Telephone answering- Wake-u

31、p calls- Guest phone inquiries- Emergency guest assistance- Pager system- Staff phone calls- Telecom revenue control- Incoming facsimiles- Booking and charging- Front office reception- Guest check-in- Group check-in- Guest room change/move- Guest check out- Front office cashier- inquiries and messag

32、es- guest relations officer/asst. managers- VIP arrival and check-in- Concierge- Concierge check-in duties- Concierge check-out duties- Group luggage handling- Concierge room change duties- Communication board- Doorman and porter- Guest luggage storage- Hotel vehicle maintenance- Hotel vehicle opera

33、tion- Shift start- Lost and found- Guest complaints handling- Walk through- Daily room inspection- VIP guests- Group arrivals- Folio checking and skipper handling- General maintenance and repair- Guests item storage- Guest room double locking- Safety deposit box breaking- Clinic & medical service- A

34、ccident/incident handling- Guest property loss/damage/ handling- Guest room missing article allegation- Disturbance & dispute- Fire alarm & report- Housekeeping / staff communication- Housekeeping / guest communication- Master key- Trolley set-up- Guest room general cleaning sequence- Bed making- Ba

35、throom cleaning- Bedroom cleaning- Turn-down service- Do not disturb display- Guest complaints & requests- Executive & public area cleaning- Linen control- Room inspection- Bathroom inspection- Baby sitting- Lost and found- Guest laundry presentation- Laundry order taking- Laundry valet service- Gue

36、st laundry check sequence- Dry-cleaning sequence- Guest garment finishing quality control- Sorting function sequence- Sorting categorization- Linen processing- Washroom function sequence- Drying area function sequence- Flat work function sequence- Uniform laundering process- Laundry daily operation-

37、 Unsanitary laundry pickup- Linen management- Damaged laundry- Laundry record- Linen chute- Fire safety policy- Smoke detector network- Sprinkler network- Hose cabinet preventive maintenance- Manual call point- Fire extinguisher preventive maintenance- Fire control panel- Fire pumps- Fire pumps prev

38、entive maintenance- Fire stairs evacuation system- Alarm-activated devices- Fire detection- Evacuation procedure- Security evacuation- Human resources evacuation- Finance evacuation- Sales & marketing evacuation- Public relations evacuation- Rooms division evacuation- Kitchen evacuation- Food & beve

39、rage outlet evacuation- Room discount policy- Rooms advance deposit- Rooms double lock- Rooms found vacant- Spare key card request- Change of guest room lock- Damage to hotel property by guest- Valuables left unattended in guest room- Complimentary room- House use accommodation- House use limousine-

40、 Missing amenities in guest room- Night visits7.0Employee StandardsThe purpose for specifying standards for each department within the Hotel is necessary so that Employees know what is expected and accomplished by the standard. The responsibility of the General Manager is to identify who, in the org

41、anization, will be held accountable for the implementation and adherence to the Policies.7.1Manning GuideOnce performance standards have been established for all positions within the Hotel and all Job Descriptions have been formulated the number of positions required for each specific area of the Ho

42、tel can be drafted. Each position should be established in relation to the size and operational requirements of the area and finally reviewed in conjunction with the Budget.7.2Recruitment ScheduleFollowing the completion and approval of the Manning Guide comparison can then be made to the actual sit

43、uation in the hotel and the following action can be taken:-Establish staffing levels organisation chartNumber of employees per positionIncrease or reduction of existing staff levels as required in accordance with local labour lawsCommencement of relative training programsAny special or extraordinary

44、 circumstancesThe recruitment schedule of any personnel, especially Senior Management positions, should be as per the rebranding schedule however for take over situations, it is likely to be required ASAP in order to carry out the rebranding requirements within the set time frame. Performance Standa

45、rdsThe system is based on the establishment of specific standards of performance for each group of each Department within the Hotel.Non Production Groups:These positions do not vary with the volume of Business had by the Hotel, such positions as Department Heads, Assistants, other Supervisory and Cl

46、erical positions.Production Related Groups:This Group will be determined by established performance standards and as such reflect the projected volume of business, positions such as Floor Supervisors, Receptionists, Telephone operatorsDirect Production Groups:This Group defines positions which can directly fluctuate in accordance with the Highs and Lows of the Business volume and may include s