Front Office

Kalihara Hotels Code of Ethics & Business Conduct Introduction At Kalihara Hotels we believe that strong ethics and good business should go together naturally. We are committed to operating our company with integrity and in accordance with the highest ethical standards. Our reputation is built upon the trust and confidence of all our stakeholders, and is an integral part of vision of our group. This Code of Ethics and Business Conduct (‘The Code’) sets out the principles and

Goal: All hotels are to have in place a Service Recovery Program related to standard toiletry items such as toothbrush, toothpaste, etc. available complimentary at the Front Desk. PROCEDURE: Utilizing the attached example as a guide, please insure that you have a plastic stand up sign on the bedstand stating “Forget Something?” (see below) Please insure that you have the appropriate supplies at the Front Desk and that all Front Office and Manager on Duty staff are informed. T

Goal: Each property must establish specific procedures for welcome calls to arriving guests SCOPE: Within ten minutes of Check-in, it is the responsibility of the Front Desk Associates/PBX operators to call the guests and assure that everything in the room is working and satisfactory, and offer any assistance as needed. PROCEDURE: Each property should develop a procedure to ensure that the front desk clerks are informing the PBX operators of guest names and room numbers upon

A.M. SHIFT GUIDELINES- SHIFT 1 DO AT THE START OF THE SHIFT ____ Check Bulletin Board for new information ____ Count Bank and Run a Cashier Shift Report ____ Check that all Wake Up Calls have been answered ____ Display the House Count to familiarize yourself with the day’s numbers; Availability; Arrivals, Departures ____ Print Shift Change Reports (Emergency Reports) • Guest Ledger Balances • Today’s Expected Arrivals • Today’s Expected Departures • Vacant and Clean Rooms •

Goal: All incoming checks should be logged and restrictively endorsed by an individual not handling cash, receivables or payables. Checks should be directly deposited in drop safe by this individual. Information regarding advance deposits for guest rooms is forwarded to the reservations office. SCOPE: To outline procedures for handling of guest room advance deposits to insure the efficient and accurate crediting of proper accounts. PROCEDURE: INCOMING CHECKS Checks received i

Goal: All properties must ensure that uniforms are provided and in accordance with standards outlined herein. SCOPE: To outline property uniform requirements of hotel staff. PROCEDURE: Uniforms are provided to add to the orderly impression of the hotel, to identify hotel employees to guests and to other employees, and to protect the clothing of employees who perform tasks that might unduly wear out their personal clothing. Uniforms project the image of the hotel. They must be

Goal: Each property must use discretion when underage guests check in to the hotel. SCOPE: Clientele under 17 years of age should not be allowed to check in to the hotel. This should be carefully watched during prom and graduation season. PROCEDURE: Any guest checking into the hotel who appears to be under 17 years of age should be requested to show identification with proof of age. Clientele will be advised that it is the hotel policy that all hotel guests must be 17 years o

Goal: All properties will maintain an updated list of "qualified" sitting services. SCOPE: To ensure that sitting service information is readily available to all guests requesting such information. To protect the property and Tecton if the actions of a sitting service are challenged in a court of law. RESPONSIBILITY: The Concierge or Front Office Manager is responsible for maintaining a current list of professional sitting services that are available in the area. PROCEDURE: R

Goal: Each hotel is to have an effective program in place to insure follow-up on guest problems/complaints. SCOPE: A follow-up program (second effort will ensure guest satisfaction by overcoming problems prior to the departure of the guest. This program, if properly handled can also turn guest problems into opportunities and thus solidify guest loyalty to the property. It is important that this goodwill be recovered and maintained through a formal complaint resolution process

Goal: All mail and packages. coming into the hotel should be delivered to a pre-determined central location Packages will be time-stamped and sorted into one of three categories: Hotel Business or Employee Mail / package - Mail / package for employees and departments within the hotel should be placed in the proper departmental mail box. Guest - Guest's mail / package should be given to an individual designated by the Manager, to be distributed according to the following proce

VISION: The Front Office will reconcile all guest room status with housekeeping three times daily by 9:00 a.m., 1:00 p.m. and 5:00 p.m. SCOPE: To ensure that all guest room status information is completely accurate. RESPONSIBILITY: Front Office Manager Executive Housekeeper PROCEDURE: A.M. HOUSEKEEPER'S DISCREPANCY REPORT The A.M. Housekeeper's Discrepancy Report is prepared each morning and will reflect discrepancies between a physical "room inventory" taken by Housekeeping

Goal: All properties will follow established procedures when a guest item is found on the hotel premises. SCOPE: To establish procedures for the turning in, documenting and returning of guests lost and found articles. By doing so will foster positive guest relations and demonstrate good will on behalf of the hotel. PROCEDURE: The hours of operation will be 7:00 A.M.-5:00 P.M. daily. All calls regarding lost and found will be referred to the Housekeeping Department. The main l

VISION: Prior to the arrival of any tour, full information concerning all requirements of the group must be provided to the Front Office and Housekeeping. SCOPE: To ensure smooth handling of tour groups, from arrival to checking to check-out and departure. To enhance the guest satisfaction levels of all tour groups. RESPONSIBILITY: The Sales Manager who is responsible for the group. PROCEDURE: PRIOR TO ARRIVAL The booking sheet or tour memorandum should include all detailed i

Goal: A post-convention (or conference) critique should be completed after all conventions/conferences. SCOPE: To sum up the aspects of the convention/conference that went smoothly for all hotel departments. To critique problems and items that could use improvement in the future. To enable the Sales department and the Hotel in general to better handle conventions, conferences and groups in the future. RESPONSIBILITY: The Sales Manager that is responsible for the group. PROCED

Goal: The property will hold Pre-Convention Meetings to discuss pertinent information on upcoming groups as designated by the Convention Coordinator and/or Sales department. SCOPE: To promote the exchange of information about an upcoming group. To ensure complete and open communications (regarding groups) between hotel departments (and the Meeting Planner, as applicable). To introduce the Meeting Planner to the Hotel Staff and viceversa. RESPONSIBILITY: Convention Coordinator

Goal: A Convention Resume will be completed for all "large" and/or "complex" groups, as designated by the Convention Coordinator and/or Sales Department. SCOPE: To detail all pertinent information on an upcoming group. AUTHORIZATION & RESPONSIBILITY: The Convention Coordinator and/or Sales Department must determine which groups will require a Convention Resume. For most of Tecton operated properties, the suggested guideline is to require a resume for groups utilizing 50 or mo

Goal: All properties will follow standard, written procedures in the maintenance, control and operation of the property management system. SCOPE: To outline accepted minimum operating standards for the property management system. To ensure proper maintenance and back up procedures. To set forth emergency procedures in the event of system and/or software failure. RESPONSIBILITY: Total system responsibility lies with the Rooms Director/Director of Operations. Day to day o

Goal: Certain log books, as specified, will be kept in the Front Office to record and disseminate information regarding Front Office operations and guest related items. SCOPE: To ensure that necessary information is communicated to all Front Office personnel. To track certain information about Front Office operations and guest communications/packages. All logs are documents which can be used in a court of law, if necessary. All entries should be accurate, factual and profes

Below are checklists for each department to complete when the hotel is in a sold-out situation. Each department has its own responsibilities to complete within certain time frames. Please complete these checklists on each opportunity we have to zero out the house. The tasks should be shared with the entire department but the ultimate responsibility falls on the Supervisor/Manager for each department. Once the checklists are completed, please place them in the Rooms Director/D

Goal: All properties will follow established procedures in the issuance and control of all safe deposit boxes. SCOPE: To ensure compliance with all legal requirements regarding the use and control of safe deposit boxes. To limit the hotel’s liability exposure in the use of safe deposit boxes. PROCEDURE: GENERAL All safe deposit boxes must be inspected and audited weekly by the Front Office Manager, to ensure that all boxes are fully operational and available for guest issue.