雅高酒店集团HSKP筹备管理手册.docx
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雅高酒店集团HSKP筹备管理手册.docx
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雅高酒店集团HSKP筹备管理手册
TakeOver&RebrandingManualforGeneralManagers
ACCORHotels
TAKEOVER&REBRANDINGMANUAL
HouseKeeping
ACCORHOTELS
April,2001
INTRODUCTION
ThismanualisintendedasareminderandchecklistforthemanytasksandactionsrequiredtosuccessfullytakeoverandrebrandanalreadyoperatinghoteltoanACCORbrandedproperty.Howeverduetotheverynatureofhoteltakeovers,inthateachpropertyisuniqueintermsofage,condition,facilities,marketpositioning,location,etc,thisshouldnotbeconstruedasacompleteandentiremanualofthetaskstobedone.Thisshouldberegardedasaverybroadandgeneralguidelinethatshouldbeadaptedtoeachsituation.
Intheformulationofthetakeovertaskandconsequentactionplan,thelongandshorttermobjectivesoftheOwnersandAccorandtheshouldbeclearlyestablishedinordertoensurethefinalproductmeetstheexpectationsofbothparties.
Itiscriticalthatthrougharebrandingprocesstheproperty’simageandprofileshouldbeenhancedandthatwiththeprovisionofAccor’smanagementandmarketingexpertise,tangiblevaluewillbeaddedasaresult.
Aspreviouslymentionedandshouldbestronglyemphasised,eachHotelisuniqueandtheinformationwithinthismanualshouldbeadaptedsoastomeetthespecificrequirementsoftheprojectandlocation.Itshouldbeseenasabasefromwhichtobeginandageneralguideline,notasadefinitiveplantoalltakeoverandrebrandingprojects.
1.0BRIEFINGofDIVISIONHEADS
1.1Projectingeneral
1.1.1GeneralDiscussiononOwningCompanyandmanagementAgreement.
1.1.2DiscussionofanyHotelorLocationidiosyncrasies
1.1.3Progressonanyrefurbishmentsandpossiblerelaunchingdates.
1.1.4ProgressreportsfromTaskForcemembers.
11.5FeasibilityStudyandDepartmentalreviewandproposedindividualactionplan.
1.1.6Plansonanyrefurbishments.
Reviewpowerofattorneyforbanksignatures
1.1.7Reviewowningcompany
HotelagreementasitpertainstoCo-Owners.
OwningCompany’sorganizationchart.
InternalOwnerrelations.
Name,AddressandTelephone#sofBoardMembers.
EquitypositionofOwners.
CapitalexpenseBudgetandapprovalprocedures.
Anyspecialagreementsand/orunderstandingwiththeOwningCompany.
BoardMeetingtimetable.
ReviewoflastBoardMeetingminutes.
1.1.8GoalsandIncentivePlan.
1.1.9RecommendationsfortheHotelLawyerandAuditor.
1.1.10AdministrativecalendarfortheHotel.
2.0TAKEOVER&REBRANDINGTASKASSIGNMENTCHECKLIST
Thepurposeofthischecklististoassigneachdepartmentallnecessarytaskstoensurethesuccessfulpreparationfortheopeningofthehotelandthatarecompletedontime.TheExecutiveforeachDepartmentshouldbethepersonresponsiblefortheappropriatechecklistandtheformulationofthecriticalpath.
Thefollowingchecklistsaretobeconsideredasaguidelinefortheformulationofthecriticalpathandamoredetailedchecklistshouldbedevelopedforeachdepartmentconcerned.
2.1Housekeeping
a.Assessexecutivehousekeeper
b.Reviewpayroll
c.Reviewpolicies&procedures
d.Reviewtrainingprogram
e.ReviewconditionofallFF&E
f.Linenaudit&orderingreplacementAccorstandard
g.Accorspecificationsguestroomamenities
h.Orderingguestroomamenities
i.Reviewallcleaningequipment
j.Specificationcleaningchemicals
k.Reviewallmaidcartsquantity&condition
l.Blanketsspec&quantity
m.Pillowsspec&quantity
n.Reviewcarpetcleaningcontract
o.Reviewcleaningschedules
p.Reviewjobdescription
q.Reviewoganisationchart
r.Reviewuniformsquantity&condition
s.Uniformsordering
t.Reviewuniformspolicy
u.Reviewpestcontrolcontract
v.Reviewvaletprices
w.Reviewgueststoragepolicies
x.Reviewpolicyoffruitbasket
y.Reviewpolicyforflowers
zz.Reviewprocedures–minibar
aa.Reviewallforms
bb.Reviewroomsetup
cc.Reviewsuitessetup
dd.Reviewparstocks
ee.Identifyareasrequiringconcentratedcleaning
ActionbyStartingdateCompletiondate
ff.ReviewPAcleaningschedules
gg.Reviewdutyroster
hh.Reviewemergencyprocedures
ii.Reviewlaundryvolume
jj.Reviewlaundrybudget
kk.Reviewvaletprices
ll.Relaunching&rebrandingactionplan
mm.ReviewOperationalmanual
nn.Reviewhouseplantmaintenancecontract
oo.Reviewoutsidewindowcleaningprocedure
pp.Reviewlostandfoundpolicies
qq.Reviewlistofallguestsupplies,applyAccorstandards
rr.Reviewparstockforflowparties
ss.Reviewguestroomlayout
tt.Rebrandingbudgetreview
uu.Reviewlayoutoffloorpantry
vv.Reviewkeyspolicyrequirementsperarea
ww.Checkbedconfigurationchart
xx.Checkroomtypeschart
yy.Reviewcleaningstandard
zzz.Reviewservicestandard
aaa.Costingguestsupplies
bbb.Reviewguestfloorpantrysetup
ccc.Reviewmini-barsetup
ddd.Reviewmaidcartsetup
2.2Laundry
a.assesslaundrymanager
b.reviewlaundryjobdescriptions
c.reviewoperatingprocedures
d.revieworganizationchart
e.reviewmanningguide
f.reviewtrainingprogram
g.reviewtrainingschedule
h.reviewallequipment
i.reviewallFF&E
j.reviewlistofguestsupplies
k.reviewlistofforms
l.checklicenseforlaundry
m.rebrandingactionplan
n.relaunchingdate
o.checkequipmentwarrantyrecordifapplicable
p.reviewmaintenanceprogram
q.reviewproceduresvaletshop
r.reviewjobdescriptions
s.reviewlaundryprices
t.checkquality&stockofchemicals&lists
u.reviewsafetyprogram
v.hotelsurveyofhotelcharges
w.reviewuniformsstock
x.reviewcleaningschedule
y.surveywastedisposal
zz.checksteam&electricitysupply
aa.reviewlaborlaw
bb.reviewallkitchen&bakeryequipment&utensils
cc.reviewallcleaningequipment
dd.checkquality,stockandsupplyofcleaningchemicals
ee.checkmusicalinstruments
ff.checkprintingmaterial
gg.checkcanneddryfood
hh.checkbeverages
ii.checkfooditemsfresh
jj.reviewpoolfunctions
kk.linen
ActionbyStartingdateCompletiondate
ll.auditonconditionofallmattresses
mm.auditonconditionofallTV’s&associatedequipment
nn.auditTVreception
oo.reviewsatellite/cableTVprovidercontract
pp.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.
5.0Listofrebrandingreportsandmeetingstobeformulated
-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.
6.0PoliciesandProcedures
6.1RoomsDivision(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
-Emergencyguestassista
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