洲际酒店总经理酒店筹备作业手册 GM PREOPENING MANUAL.doc

洲际酒店总经理酒店筹备作业手册 GM PRE-OPENING MANUAL Hotel Opening Manual InterContinental Hotels Group GENERAL MANAGERS HOTEL OPENING MANUAL AND CHECKLIST For InterContinental Hotels Group Asia Pacific Region REVISED 6 APRIL 2005 This material is CONFIDENTIAL and is not to be disturbed to unauthorized persons _ _ 1 Hotel Opening Manual InterContinental Hotels Group Contents 1 - VISIT OF GENERAL MANAGER TO REGIONAL OFFICE 错误 尚未定义书签 11 INTRODUCTION 5 12 COORDINATION5 13 ORIENTATION 5 14 ITEMS FOR VICE PRESIDENT HOTEL OPENINGS TO ARRANGE BEFORE THE GENERAL MANAGERS ARRIVAL AT REGIONAL OFFICE 5 15 MEETING WITH NEW GENERAL MANAGER VICE PRESIDENT IN-CHARGE OF HOTEL OPENINGS 7 16 MEETING WITH NEW GENERAL MANAGER HUMAN RESOURCES 9 17 MEETING WITH NEW GENERAL MANAGER TRAINING 10 18 MEETING WITH NEW GENERAL MANAGER FINANCE BUSINESS SUPPORT 11 19 MEETING WITH NEW GENERAL MANAGER FOOD BEVERAGE 12 110 MEETING WITH NEW GENERAL MANAGER SALES MARKETING 15 111 MEETING WITH GENERAL MANAGER DESIGN AND ENGINEERING 18 112 MEETING WITH GENERAL MANAGER INFORMATION TECHNOLGY 19 113 MEETING WITH GENERAL MANAGER LEGAL COUNCEL 20 2 HUMAN RESOURCES PRE OPENING CHECKLIST 21 21 HUMAN RESOURCE SURVEY 21 22 STAFFING PLAN 21 23 STAFFING PLAN REVISIONS 21 24 HOTEL HUMAN RESOURCE MANAGER 22 25 TEMPORARY QUARTERS 22 3 TRAINING PRE OPENING CHECKLIST 39 31 TRAINING SCHEDULES 39 4 FINANCE BUSINESS SUPPORT PRE OPENING CHECKLIST 40 41 INTRODUCTION 40 42 CONTROL OF PRE-OPENING BUDGET 40 43 RECRUITMENT TRAINING OF HOTEL ACCOUTING PERSONNEL 41 44 RELATIONS WITH OUTSIDE AUDITORS 41 45 RELATIONS WITH LOCAL LEGAL COUNSEL 41 46 RELATIONSHIP WITH BANKERS 41 47 RELATIONSHIP WITH GOVERNMENT OFFICIALS 42 48 ACTIVITIES TO BE DISCUSSED WITH THE GENERAL MANAGER 42 49 HOTEL POLICIES TO BE APPROVED BY THE GENERAL MANAGER 42 410 HOTEL CREDIT POLICY 错误 尚未定义书签 411 DESIGN OF HOTEL PRINTED FORMS 43 412 COMPUTER INSTALLATIONS45 413 RECEIPT AND CONTROL OF PRE-OPENING MERCHANDISE 45 414 SECURITY OF FURNITURE FIXTURE EQUIPMENT EXPENDABLES45 415 OFFICES AND STORE RENTALS 46 416 CONTROL OF COST OF PRE-OPENING 46 417 INSURANCE 46 418 CREDIT CARD TRANSMITTALS 47 419 ACCOUNTING CONTROLS 47 420 INSTALLATION 47 421 MAINTENANCE AND SERVICE CONTRACTS 47 422 SAFE DEPOSIT BOX KEYS AND SAFE COMBINATIONS 48 423 CONTROLLERS OFFICE FILING SYSTEM49 424 OPENING THE HOTEL DETAILED INSTRUCTIONS 49 5 SALES AND MARKETING PRE OPENING CHECKLIST 55 51 PREPARING A PRE-OPENING MARKETING PROGRAM55 52 DETERMINE YOUR MARKETING STRATEGY BOTH SHORT TERM LONG 56 53 PRE-OPENING SALES MARKETING ACTIVITIES BUDGET GUIDELINE 58 54 SELECT AN ADVERTISING AGENCY 59 _ _ 2 Hotel Opening Manual InterContinental Hotels Group 55 SALES TEAM MANAGEMENT 63 56 ACCOUNT MANAGEMENT 64 57 BUSINESS HANDLING PROCEDURES 64 58 PRE-OPENING SALES MARKETING CRITICAL PATH BY FUNCTIONAL AREAS 64 59 PRE-OPENING SALES MARKETING CHECK LIST 64 6 FRONT OFFICE - PRE-OPENING CHECKLIST 68 61 INTRODUCTION 68 62 MATTERS TO DISCUSS WITH GENERAL MANAGER 68 63 MATTERS TO DISCUSS WITH CONTROLLER 69 64 MATTERS TO DISCUSS WITH EXECUTIVE HOUSEKEEPER 69 65 MATTERS TO DISCUSS WITH SALESMARKETING 70 66 FRONT OFFICE PRE-OPENING 71 7 HOUSEKEEPING - PRE OPENING CHECKLIST 77 71 ORIENTATION 77 72 ORGANISATION 77 73 TRAINING IN HOUSEKEEPING DEPARTMENT 81 74 TURNOVER PUNCH LIST 84 75 IMPLEMENTATION85 76 COUNTDOWN TO OPENING 86 8 LAUNDRY AND DRY CLEANING - PRE OPENING CHECKLIST 93 81 UTILITIES AND VENTILATION93 82 COORDINATION WITH ENGINEERING 94 83 SAFETY 94 84 EQUIPMENT TAKEOVER 94 85 SUPPLIES 95 86 SUPPLIES TO BE ORDERED AFTER OPENING 95 87 FORMS PRINTING 96 88 CONTINGENCY PLANNING 96 89 PERSONNEL 96 810 TRAINING 97 811 COORDINATION WITH HOUSEKEEPING97 812 GUEST LAUNDRY 98 813 DRY CLEANINGPRESSING 98 814 HOUSE LAUNDRY 99 815 REPORTING 99 816 COMMUNICATIONS 99 817 KEYS 99 818 OUTSIDE LAUNDRY SALES 100 9 FOOD AND BEVERAGE - PRE OPENING CHECKLIST 101 91 INTRODUCTION 101 92 MATTERS TO DISCUSS WITH THE GENERAL MANAGER 101 93 MATTERS TO DISCUSS AND COORIDNATE WITH CONTROLLER 102 94 MATTERS TO DISCUSS WITH SALES MARKETING PUBLIC RELATIONS错误 尚未定义书签 94 LOCATE ALL ELECTRICAL AND TEMPERATURE CONTROLS IN FOOD BEVERAGE AREAS 103 95 EMERGENCY POWER SYSTEM FOR FOOD BEVERAGE AREASEQUIPMENT 103 96 FIRE PROTECTION IN FOOD BEVERAGE 104 97 EQUIPMENT MAINTENANCE 104 98 STAFF ORIENTATION AND PERSONNEL ACTIVITIES 104 99 FOOD AND BEVERAGE LINEN AND UNIFORMS 105 910 MENUS WINE LISTS AND BEVERAGE LISTS 105 911 PRINTING 105 912 OPERATING EQUIPMENT AND INVENTORIES 105 913 STEWARDING 106 914 ENTERTAINMENT 106 915 MINI BARS 106 916 ROOM SERVICES 107 917 BANQUET OFFICE BANQUET OPERATIONS 107 _ _ 3 Hotel Opening Manual InterContinental Hotels Group 918 PUCHASING RECEIVING 108 919 EMPLOYEE CAFETERIA 108 920 KITCHEN AND FOOD PREPARATION 109 921 BARS AND LOUNGES 109 922 TRAINING 110 10 SECURITY - PRE-OPENING CHECKLIST 111 101 PERSONNEL AND HIRING SCHEDULE 111 102 GENERAL SECURITY OVERVIEW 111 103 FIRE LIFE SAFETY EMERGENCY PROCEDURES 111 104 HOTEL INCIDENT CRISIS RESPONSE 111 105 LOSS INCIDENT REPORTING 112 106 SECURITY MANUALS 112 107 KEY SECURITY 112 108 CASH SECURITY 112 109 PROSTITUE POLICY 112 1010 GUEST SECURITY 112 1011 UNUSUAL SECURITY PROBLEMS OR PROCEDURES IF APPLICABLE 113 1012 SECURITY FOR OPENING DAY FESTIVITIES 113 1013 LOCAL LAW ENFORCEMENT AGENCIES 113 1014 GATE PASSES IDENTIFICATION 113 11 ENGINEERING - PRE-OPENING CHECKLIST 错误 尚未定义书签 OVERVIEW 错误 尚未定义书签 12 - PUNCH LIST - PRE-OPENING CHECKLIST 错误 尚未定义书签 121 INTRODUCTION 115 122 CONSTRUCTION PUNCH LISTING 115 123 OPERATIONS INPUT ON THE PUNCH LIST 115 124 CONSOLIDATED PUNCH LIST PRESENTED TO CONTRACTOR 115 125 OCCUPYING AREAS BEFORE PUNCH LIST COMPLETION 116 126 CONTRACTORS RESPONSIBILITY FOR ACCEPTED AREA 116 127 JOINT MAINTENANCE WHEN POSSIBLE 116 128 FURNITURE FIXTURE EQUIPMENT PUNCH LIST 116 _ _ 4 Hotel Opening Manual InterContinental Hotels Group 1 - VISIT OF GENERAL MANAGER TO REGIONAL OFFICE 11 INTRODUCTION The General Manager appointed to manage a new hotel project will visit the Regional Office responsible for that project en-route to the site For purposes of this manual the regional Senior Executive in charge for the hotel opening project will be referred to as the Vice President Hotel Openings 1 The sections below provide an extensive and detailed checklist The intent is not only to serve as a checklist but also to prompt discussion and generate relevant and novel ideasactivities that are of high-impact to ensure a successful opening 1 12 COORDINATION The Vice President - Hotel Openings responsible for the new project shall arrange the timing of the General Managers visit and will communicate same to the incoming General Manager The General Manager on hisher own initiative should confirm the dates of the visit shortly before departure The Vice President - Hotel Openings will coordinate a schedule of meetings for the General Manager to meet the respective Regional Specialists to ensure a productive visit Those General Managers who have been involved with the development phase of the project will of course have a greater knowledge of the project and may not need the depth of briefing prescribed below If the opportunity presents itself some of these meetings and discussions may be held earlier 13 ORIENTATION The topics assume the Regional Specialists are intimately familiar with the site and location which for various reasons may not be the actual case In some cases the General Manager may have a greater knowledge of the location than the Regional Specialists due to having worked there before etc Nevertheless this is the opportunity for the Regional Specialists to brief the General Manager on unusual or novel ideas opportunities and activities which is being implemented by other Inter-Continental Hotels Group hotels and by the competition The Vice President - Hotel Openings should determine which open items should be investigated by the General Manager and reported back to the Regional Office once the General Manager has visited the hotel site 14 ITEMS FOR VICE PRESIDENT HOTEL OPENINGS TO ARRANGE BEFORE THE GENERAL MANAGERS ARRIVAL AT REGIONAL OFFICE 1 Date and time to visit Regional Office by incoming General Manager 2 Meeting schedule for incoming General Manager 3 Ensure I-Connect 2 for hotel pre-opening office is enabled prior to arrival of General Manager 4 Consolidate following material to be handed over to new General Manager as soon as possible 1 For Greater China there is a dedicated Vice President for Hotel Openings In other regions this is likely to fall under the Chief Operating Officer andor his nominated Regional General Manager 2 InterContinental Hotels Groups website for Asia Pacific _ _ 5 Hotel Opening Manual InterContinental Hotels Group a Hotel management agreement b Design Engineering agreement c Inter-Continental Hotels Group feasibility survey d Market study prepared by consultants if available e Pre-opening budget and supporting documents f Staffing schedule with budget g Marketing plan for pre-opening with budget h Latest fact sheet and fact sheet checklist if done i Pre-opening manual j Information about country city and local customs and practices including a review of competitive situation k Information about Owning Company if appropriate Other agreements binding Owning Company and Inter-Continental Hotels Group l Access to I-Connect Inter-Continental Hotels Group website for Asia Pacific 5 Arrange