雅高酒店集团 管家部开业筹备手册实用手册.docx
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雅高酒店集团 管家部开业筹备手册实用手册.docx
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雅高酒店集团管家部开业筹备手册实用手册
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-outdut
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