雅高酒店集团 管家部开业筹备手册.docx

雅高酒店集团 管家部开业筹备手册.docx

《雅高酒店集团 管家部开业筹备手册.docx》由会员分享，可在线阅读，更多相关《雅高酒店集团 管家部开业筹备手册.docx（52页珍藏版）》请在冰豆网上搜索。

雅高酒店集团管家部开业筹备手册

TakeOver&RebrandingManualforGeneralManagers

ACCORHotels

TAKEOVER&REBRANDINGMANUAL

HouseKeeping

ACCORHOTELS

April,2008

INTRODUCTION

ThismanualisintendedasareminderandchecklistforthemanytasksandactionsrequiredtosuccessfullytakeoverandrebrandanalreadyoperatinghoteltoanACCORbrandedproperty.Howeverduetotheverynatureofhoteltakeovers,inthateachpropertyisuniqueintermsofage,condition,facilities,marketpositioning,location,etc,thisshouldnotbeconstruedasacompleteandentiremanualofthetaskstobedone.Thisshouldberegardedasaverybroadandgeneralguidelinethatshouldbeadaptedtoeachsituation.

Intheformulationofthetakeovertaskandconsequentactionplan,thelongandshorttermobjectivesoftheOwnersandAccorandtheshouldbeclearlyestablishedinordertoensurethefinalproductmeetstheexpectationsofbothparties.

Itiscriticalthatthrougharebrandingprocesstheproperty’simageandprofileshouldbeenhancedandthatwiththeprovisionofAccor’smanagementandmarketingexpertise,tangiblevaluewillbeaddedasaresult.

Aspreviouslymentionedandshouldbestronglyemphasised,eachHotelisuniqueandtheinformationwithinthismanualshouldbeadaptedsoastomeetthespecificrequirementsoftheprojectandlocation.Itshouldbeseenasabasefromwhichtobeginandageneralguideline,notasadefinitiveplantoalltakeoverandrebrandingprojects.

BRIEFINGofDIVISIONHEADS

1.1Projectingeneral

1.1.1GeneralDiscussiononOwningCompanyandmanagementAgreement.

1.1.2DiscussionofanyHotelorLocationidiosyncrasies

1.1.3Progressonanyrefurbishmentsandpossiblerelaunchingdates.

1.1.4ProgressreportsfromTaskForcemembers.

11.5FeasibilityStudyandDepartmentalreviewandproposedindividualactionplan.

Plansonanyrefurbishments.

Reviewpowerofattorneyforbanksignatures

Reviewowningcompany

HotelagreementasitpertainstoCo-Owners.

OwningCompany’sorganizationchart.

InternalOwnerrelations.

Name,AddressandTelephone#sofBoardMembers.

EquitypositionofOwners.

CapitalexpenseBudgetandapprovalprocedures.

Anyspecialagreementsand/orunderstandingwiththeOwningCompany.

BoardMeetingtimetable.

ReviewoflastBoardMeetingminutes.

GoalsandIncentivePlan.

RecommendationsfortheHotelLawyerandAuditor.

AdministrativecalendarfortheHotel.

2.0TAKEOVER&REBRANDINGTASKASSIGNMENTCHECKLIST

Thepurposeofthischecklististoassigneachdepartmentallnecessarytaskstoensurethesuccessfulpreparationfortheopeningofthehotelandthatarecompletedontime.TheExecutiveforeachDepartmentshouldbethepersonresponsiblefortheappropriatechecklistandtheformulationofthecriticalpath.

Thefollowingchecklistsaretobeconsideredasaguidelinefortheformulationofthecriticalpathandamoredetailedchecklistshouldbedevelopedforeachdepartmentconcerned.

Housekeeping

Assessexecutivehousekeeper

Reviewpayroll

Reviewpolicies&procedures

Reviewtrainingprogram

ReviewconditionofallFF&E

Linenaudit&orderingreplacementAccorstandard

Accorspecificationsguestroomamenities

Orderingguestroomamenities

Reviewallcleaningequipment

Specificationcleaningchemicals

Reviewallmaidcartsquantity&condition

Blanketsspec&quantity

Pillowsspec&quantity

Reviewcarpetcleaningcontract

Reviewcleaningschedules

Reviewjobdescription

Reviewoganisationchart

Reviewuniformsquantity&condition

Uniformsordering

Reviewuniformspolicy

Reviewpestcontrolcontract

Reviewvaletprices

Reviewgueststoragepolicies

Reviewpolicyoffruitbasket

Reviewpolicyforflowers

Reviewprocedures–minibar

Reviewallforms

Reviewroomsetup

Reviewsuitessetup

Reviewparstocks

Identifyareasrequiringconcentratedcleaning

ActionbyStartingdateCompletiondate

ReviewPAcleaningschedules

Reviewdutyroster

Reviewemergencyprocedures

Reviewlaundryvolume

Reviewlaundrybudget

Reviewvaletprices

Relaunching&rebrandingactionplan

ReviewOperationalmanual

Reviewhouseplantmaintenancecontract

Reviewoutsidewindowcleaningprocedure

Reviewlostandfoundpolicies

Reviewlistofallguestsupplies,applyAccorstandards

Reviewparstockforflowparties

Reviewguestroomlayout

Rebrandingbudgetreview

Reviewlayoutoffloorpantry

Reviewkeyspolicyrequirementsperarea

Checkbedconfigurationchart

Checkroomtypeschart

Reviewcleaningstandard

Reviewservicestandard

Costingguestsupplies

Reviewguestfloorpantrysetup

Reviewmini-barsetup

Reviewmaidcartsetup

Laundry

assesslaundrymanager

reviewlaundryjobdescriptions

reviewoperatingprocedures

revieworganizationchart

reviewmanningguide

reviewtrainingprogram

reviewtrainingschedule

reviewallequipment

reviewallFF&E

reviewlistofguestsupplies

reviewlistofforms

checklicenseforlaundry

rebrandingactionplan

relaunchingdate

checkequipmentwarrantyrecordifapplicable

reviewmaintenanceprogram

reviewproceduresvaletshop

reviewjobdescriptions

reviewlaundryprices

checkquality&stockofchemicals&lists

reviewsafetyprogram

hotelsurveyofhotelcharges

reviewuniformsstock

reviewcleaningschedule

surveywastedisposal

checksteam&electricitysupply

reviewlaborlaw

reviewallkitchen&bakeryequipment&utensils

reviewallcleaningequipment

checkquality,stockandsupplyofcleaningchemicals

checkmusicalinstruments

checkprintingmaterial

checkcanneddryfood

checkbeverages

checkfooditemsfresh

reviewpoolfunctions

linen

ActionbyStartingdateCompletiondate

auditonconditionofallmattresses

auditonconditionofallTV’s&associatedequipment

auditTVreception

reviewsatellite/cableTVprovidercontract

Minibars

3.0TakeoverandRebranding

Thissegmentofthecriticalpathdealswiththerebrandingplan.Itconsistsoflistingallthephysicalareasrequiringcloseattentionthatcanbemonitoredonatwice-weeklybasis,ontheprogressreport.Allitemsmentionedonthissectionshouldbesimilartotheonementionedintheprogressreport

Example:

Executiveoffice

Accountingoffice

Generalstore

Stewardstore

Staffcanteen

Guestrooms16/F

Allthementionedareasshouldstatethestartingdateofthemonitoringofthestatusoftherebrandingandtheprojectedcompletion.

4.0FormulateCriticalPath

TheDataformulatedintheTasksAssignmentCheckLististobeusedasthebasefortheformulationofthe“CriticalPath”report.

ThefirstthingtoestablishistheRelaunchingdateoftheHotel.

Secondly,thedatafromthetasksassignmentchecklististransferredintothecriticalpathwithreferencetotherebrandingofeachareaandultimatelytherelaunchingdate.

FormulateaGridsheetwhichcontainsallthecriticalpathwithasectionforeachdepartmentusingthelegendsof:

StartingDate

Progress

Delay

CompletionDate

LateCompletion

RelaunchingDate

Alltasksshouldbemonitoredandupdatedtwiceweeklywithareviewmeetingforallconcerned.

WhilstthismayseematediousandtimeconsumingexerciseitwillensurethateachareaoftheHotelisfullyreadytobeOperationalontheRelaunchingDate.

Note:

TheCriticalPathshouldbeformulatedinaDataBaseSoftwareformataspertheexampleattachedtoallowtheefficient,AnyDateOrder,orPersonResponsible,Sorting.

Listofrebrandingreportsandmeetingstobeformulated

-Twiceweeklycriticalpathmeetingminutes

-operationalmeetingweeklyminutes

-designandprintingweeklyminutes

-F&Btwiceweeklymeetingsminutes

-weeklyprogressreport

-Weeklyminutesofrelaunchingceremonymeeting

-Weeklyminutesofsalesdepartment

-Monthlysalesreporttocorporateoffice

-Weeklyforecastmeeting

-Weeklyminutesofpurchasingdepartment

-Weeklyminutesofaccountingdepartment

-Monthlycontroller’sreporttocorporateoffice

-Monthlyreportstocorporateofficeshouldincludethefollowingtopics

-Overviewofprogressofrebranding

-F&Breport

-Financial

-Engineering

-Sales

-Roomsdepartment

-P.R.

-Monthlydesignmeetingwithdesigner

-Postrelaunchingweeklyprojectmeeting

6.0Monthlyprogressreport

ThemonthlyprogressreportshouldbeformulatedbythehotelGM/TakeOverTaskForceManager/Engineeringteam/DOSM

Itshouldcontainprogressonrebrandingplusrecruitmentprogressofkeystaff,

Ownerrelatedissues,marketingactivity,financialstatus.

PoliciesandProcedures

RoomsDivision（asperACCOROperationsmanuals）

SOPLSOP

-VIPPolicy

-Guestprivacy

-Logbook

-Maintenancerequests

-Guestillness

-Pets&animals

-Guests’complaints

-Uniform

-Staffgeneralgrooming&behavior

-Pagers

-Dailybriefing

-Staffperformanceappraisal

-Interviewandrecruitment

-Workschedule

-Stockrequisition

-Entranceandlobbysecurity

-Parkingzonesecurity

-Staffentrancecontrol

-Videosecurity

-Patrol

-Securitysupervisor

-Divisionalaccountingprocedures

-Reservationssection

-Reservationsfiling

-Geographiccode

-Marketsegmentcode

-Reservationsforecasts

-Reservationoperation

-Telecomoperation-Telephoneanswering

-Wake-upcalls

-Guestphoneinquiries

-Emergencyguestassistance

-Pagersystem

-Staffphonecalls

-Telecomrevenuecontrol

-Incomingfacsimiles

-Bookingandcharging

-Frontofficereception

-Guestcheck-in

-Groupcheck-in

-Guestroomchange/move

-Guestcheckout

-Frontofficecashier

-inquiriesandmessages

-guestrelationsofficer/asst.managers

-VIParrivalandcheck-in

-Concierge

-Conciergecheck-induties

-Conciergecheck-outduties