New Hire Checklist

LE MERIDIEN- FRONT OFFICENAME HIRE DATEPOSITION

DAY ONETASK Trainee Initial Manager Initial

WELCOME TO THE LE MERIDIEN TEAMMEET AND GREET WITH ALL DEPARTMENTS (MORNING MEETING INTRO)INFORMATION ON HOTEL DEPARTMENTS, THEIR MANAGERS/ DIRECTORS, AND RESPONSIBILITIESDETAILED TOUR OF FRONT OFFICERECEIVE FO/ LE MERIDIEN SERVICE MANUALLE MERIDIEN HISTORY, STRUCTURE, SERVICE STANDARDS, ETC.EMPLOYEE’S BENEFITS/ PROCEDURES: 90-DAY PROBATION, PTO/ SICK/ VAC, MEDICAL, 401K, CALLOUT PROCEDURE, DAYS OFF REQUESTS, ETC.SESSION WITH HR- ENROLLMENT (NEW HIRE EMPLOYEE MUST BRING HIS/ HER ID AND SOCIAL SECURITY CARD)RECEIVE PASSWORDS/ ACCESS TO SHARE DRIVE/ CASH FLOAT/ UNIFORM (MOD TO HANDLE).

1. IT: COMPUTER, EMAIL, LIGHTSPEED, MGS, FO/ LEADERSHIP DRIVES (MOD TO FILL OUT FORMS AND SUBMIT IT TICKET).

2. ENGINEERING: FOB (MOD TO SEND AN EMAIL TO HUMAN REASOURCE TO REQUEST ACCESS)

3. FINANCE: CASH FLOAT, SAFE (MOD TO EMAIL FINANCE AND REQUEST CASH FLOAT).

4. HR: UNIFORM FITTING.DAY TWO

TASK Trainee Initial Manager InitialFAMILIARIZE WITH AM/ PM CHECKLIST (FOR THE APPLICABLE POSITION)TOUR OF THE HOTEL AREAS AND ROOMSROOM TYPES, NUMBERS, LOCATION, AND FEATURESCOMPUTER FRONT OFFICE DRIVE (FORMS, IT FOLDER, ETC.)DAILY REPORT

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REVIEW INCIDENT LOGS, PROPER COMMUNICATIONSFO MISCELLANEOUS SOFTWARE:OTHER WEB-BASED APPS:LIGHTSPEED RATE CODES REVIEW.

DAY THREETASK Trainee Initial Manager Initial

ARRIVAL PROCESS (KEY STANDARDS, BLOCKING THE HOUSE, CASH PAYMENT, MULTIPLE CCS, CASH HANDLING, ROUTING, BTB, QUEUE ROOMS, ETC.)DEPARTURE PROCESS (KEY STANDARDS, BTB, MULTIPLE CCS, ROUTING, ETC.)HANDLING FRAUDULENT RESERVATIONS.LIGHTSPEED TRAINING (RESERVATIONS, FRONT DESK, CASHIERING, QUICK KEYS)TEST PASSWORDS/ ACCESS TO SHARE DRIVES, SOFTWARE:

1. COMPUTER, EMAIL, LIGHTSPEED, FO/ LEADERSHIP DRIVES

2. SAFLOK, ETC.3. RECEIVE CASH FLOAT OR REMIND FINANCE

TEAM ON THIS.DAY FOUR

TASK Trainee Initial Manager InitialLEARN THE BASICS OF MICROSLIGHTSPEED: Q&A, PRACTICELIGHTSPEED: RATE CODES Q&A, PRACTICELIGHTSPEED: ROUTING, BILLING, DB, AUTHORIZATION CODES, MARRIOTT BONVOY, ETC.

DAY FIVETASK Trainee Initial Manager Initial

ADDITIONAL Q&AGO LIVE AT FDMENTOR IS ASSIGNED TO COACHMOD TO CHECK ON PROGRESS, RE-CHECK THE PAPERWORK, GO OVER THE COMPLETED TASKS/ ERRORSDISCUSS/ SET UP HK TRAINING FOR THE FOLLOWING WEEK

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Le Meridien

Rooms Division

______________________________

Front Office Training Manual

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Dear __________,

Welcome to the Front Desk team! We are honored to have you with us, and we cannot wait to help you grow in your new role. Throughout your Le Meridien journey we are here to support you. Along the way should you have any questions, concerns, feedback, or ideas please do not hesitate to share them with us! Best of luck and we look forward to watching you excel.

Warm Regards,

Your Front Office Leadership Team

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Brand Positioning StatementInspired by the era of glamorous travel, Le Méridien unlocks

destinations around the world, celebrating each culture through the distinctly European spirit of savouring the good

life.

Core ValuesChic is our style – original and forward looking.

Cultured is the content – all the touch points and programming of the activations each hotel brings to life.

Discovery is the benefit of Le Méridien, our guests and associates

These values are meant to keep the brand focused on catering to the global traveler, who is creative at heart. Keeping a

deliberate eye on what our guests want, and clearly stating our objectives ensures the strength and consistency of the brand.

Brand PillarsThe Art of Travel

The Culture of Savouring

European Heritage

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Table of Contents:

ContentsContents......................................................................................................................................................6

Le Meridien Brand in Slides...................................................................................................................10

Unlock Art Programme…...........................................................................................................................12

Know Your Areas.......................................................................................................................................13

Who Are Your Peers? How to Stay in Touch?............................................................................................14

Know Your Leaders:...................................................................................................................................15

Your Precious Uniform and Grooming:......................................................................................................16

Commitment to Clean...............................................................................................................................18

Hygiene Awareness at Front Desk and Surrounding Areas........................................................................19

Before you Start........................................................................................................................................22

Le Meridien Clayton: Know Your Hotel......................................................................................................23

Daily Report...........................................................................................................................................23

Hotel Outlets.........................................................................................................................................24

Hotel’s Location and the Benefits of its Convenience............................................................................25

Hotel Rooms:.........................................................................................................................................27

Blueprints:.............................................................................................................................................27

Know Your Guests…...................................................................................................................................28

Know Your Standards…..............................................................................................................................29

Service Standards and Expectations:.....................................................................................................29

Reservations:.........................................................................................................................................30

Guest Arrival and Welcome...................................................................................................................31

Valet......................................................................................................................................................31

Bellmen and Guest Services...................................................................................................................31

During the Stay......................................................................................................................................33

Use your Sources- Shared Drives...............................................................................................................37

How to Start Your Day!..............................................................................................................................38

Shift Functions...........................................................................................................................................40

Hotel Walk Through and Morning Meeting...........................................................................................41

Service Report, Profile Notes, Reservation Comments..........................................................................42

Group Resume/ Synopsis.......................................................................................................................44

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Finance and Front Office........................................................................................................................46

IT and Front Office (IT Support).............................................................................................................47

Front Office’s Lovely Possessions..........................................................................................................48

Pass On..................................................................................................................................................49

Standard Operating Procedures................................................................................................................50

Arrival....................................................................................................................................................51

FD101- Arrival Sequence of Service...................................................................................................51

FD102- Bonvoy Lookup and Enrollment............................................................................................55

FD103- Guests Waiting in Line...........................................................................................................58

FD104- Queue Room Process............................................................................................................59

FD105- Housekeeping Reminders......................................................................................................60

FD106- Walk-In Guest........................................................................................................................61

FD107- Matching the Rates...............................................................................................................62

FD108- Rate Override........................................................................................................................63

FD109- Upsell Program......................................................................................................................64

FD110- Guest Escorts and Follow Up Calls.........................................................................................66

FD111- Day Use Procedure................................................................................................................67

FD112- Guest Relocation/ Walk Policy..............................................................................................68

FD113- Group Arrival Preparation.....................................................................................................69

FD114- Pre-Arrival/ VIP’s...................................................................................................................70

FD115- Early Check In........................................................................................................................72

FD116- Pet Program..........................................................................................................................73

FD117- Non-Smoking Policy Verbiage................................................................................................76

During Stay............................................................................................................................................77

FD118- Usage of Your Business Card.................................................................................................77

FD119- Room Moves.........................................................................................................................78

FD120- Showroom/ Site Inspection Process......................................................................................79

FD121- Use of Guest Name................................................................................................................80

FD122- Lightspeed “Flag/Trace” Comments......................................................................................81

FD123- OOO Rooms & OFF Rooms....................................................................................................82

FD124- Alerts.....................................................................................................................................83

FD125- Luggage.................................................................................................................................84

FD126- Shoe Shine.............................................................................................................................86

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FD127- Gift Delivery, Room Drops.....................................................................................................87

FD128- Guest Lockouts......................................................................................................................88

FD129- Safety Deposit Box Administration........................................................................................89

FD130- Guests Receiving Visitors.......................................................................................................92

FD131- Wake Up Calls........................................................................................................................93

FD132- Guests Emergencies/ Doctor’s Assistance.............................................................................94

FD133- Morning Huddle with Operations..........................................................................................95

FD134- ADA Guest Rooms.................................................................................................................96

FD135- Lost & Found.........................................................................................................................97

FD136- In-Room Safety Deposit/ Inquires about Malfunction...........................................................98

FD137- Back-to-Back Reservations..................................................................................................100

FD138- Bed Bug Allegations.............................................................................................................101

FD139- No Post Guests....................................................................................................................103

FD140- Credit Limit Report..............................................................................................................104

Departure............................................................................................................................................105

FD141- Discrepant Report...............................................................................................................105

FD142- Check-Out............................................................................................................................106

FD143- Express Check out...............................................................................................................108

FD144- Due Out Process..................................................................................................................109

FD145- Late Check Out & Early Departure Fee................................................................................110

Reservations Terms.............................................................................................................................111

FD146- Profile Capture....................................................................................................................111

FD147- Confirmation Letter.............................................................................................................112

FD148- Gift Certificates, Friends & Family Rates, Employee Rates..................................................113

FD149- Cancellation and Deposit Rules...........................................................................................117

FD150- No Show Billing....................................................................................................................118

FD151- Complimentary Rooms........................................................................................................119

FD152- Rate Code Configuration.....................................................................................................120

FD153- Bonvoy Number..................................................................................................................122

Billing...................................................................................................................................................124

FD154- Adjustments/ Rebate Approval Process..............................................................................124

FD155- Guest Room Charge.............................................................................................................126

FD156- Retail Shop Room Charges..................................................................................................127

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FD157- Lost Credit Card Number.....................................................................................................128

FD158- Credit Procedure.................................................................................................................129

FD159- Third Party CC Authorization...............................................................................................130

FD160- Third Party CC Payment- Onsite..........................................................................................132

FD161- Cash Variance Policy and Procedure...................................................................................133

FD162- End of Shift and Cashiering..................................................................................................135

FD163- Debit Card Method of Payment..........................................................................................136

FD164- Paid Out Process for Cash Refunds......................................................................................137

Downtime Operations.........................................................................................................................138

FD165- Back-Up Report...................................................................................................................138

FD166-System Down Procedure......................................................................................................139

FD167- Room Key Contingency Plan................................................................................................140

Empower: Guest Experience (GXP)......................................................................................................141

FD168- Creating and Managing Amenity Requests..........................................................................141

FD169- Guest History.......................................................................................................................142

FD170- Front Office Best Practices..................................................................................................143

Front Office Checklist..............................................................................................................................144

Shift Checklist......................................................................................................................................144

Le Meridien: AM Agent Checklist...................................................................................................145

Le Meridien: PM Agent Checklist....................................................................................................147

Le Meridien: AM MOD Checklist....................................................................................................149

Le Meridien: PM MOD Checklist.....................................................................................................151

Le Meridien: ON Auditor Checklist.................................................................................................153

More Checklists (Managers’ Assignments)..............................................................................................155

Payroll Checklist...............................................................................................................................155

External Reviews..............................................................................................................................157

Terminology.....................................................................................................................................159

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Le Meridien Brand in Slides

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Unlock Art Programme…KNOW THE PROGRAMME

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Each Le Meridien guest receives a key card that does more that open doors – it unlocks creativity. Artist inspired keycards make for collector’s pieces that offer complimentary access to select cultural centers.

Through partnerships with various local institutions and cultural spots near each Le Meriden hotel, we encourage guests to explore the modern culture of their destination. To support the guest experience, associates undergo an immersive training by the culture institution in order to be able to speak about the institution, the artist and/ or the key elements of the experience more adeptly.

PRESENT WITH CARE

Offer each guest a welcome kit, which includes relevant and mandatory documentation. Please do not write on the welcome kit materials or insert additional items into the kit.

ADVISE WITH EXPERTISE

Communicate the details and benefits of the UNLOCK ART programme, found only at Le Meridien hotels and resorts.

Let guests know that the programme includes keycard artwork that is designed exclusively for Le Meridien hotels and resorts by select commissioned artists.

Tell guests that the programme offers complimentary admission to a local UNLOCK ART institution. Advise them that passes are available in the guestroom or at the front desk.

THE ARTISTS

NOUVELLE VAGUE MUSICIANS

A NEW WAVE is a 24-hour playlist curated by French pop reinventors Nouvelle Vague exclusively for Le Meridien. A sophisticated soundscape that transitions effortlessly from day to night, this custom soundtrack activates moments of musical discovery throughout a guest’s stay.

FOLLOW ME PHOTOGRAPHERS

Follow live artists as they cross countries and continents to bring the glamour of travel to life. Discover chic style and timeless romance through the lenses of Gita Ozolina, Onn Halpern, Lucie Robinson, Natta Summerky and Chutima Treearatapong. Experience the world through creative eyes inspired by the themes of the Glamour of Travel, 50’s and 60’s Cinema, and Rouge as you follow each artist’s journey.

Know Your Areas...Office Level:

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Employee Entrance Employee Locker Room Sales Office Basement Bistro (Employee

Cafeteria)

Human Resource Office General Manager Office Engineering Office

Conference Level:

Pavilion Room 1 Pavilion Pre-Function Pavilion Room 2

Parlour I Parlour II Parlour III

Lobby Level:

Front Office Bell Closet Forest Park Ballroom Forest Park Pre-Function Main Kitchen Loading Dock

Shipping & Handling Room Grande Salle Ballroom Grande Salle Pre-Function Private Dining Room Café La Vie

Second Floor:

Bonhomme Boardroom Guestrooms

Third- Fourteenth Floor:

Guestrooms

Fifteenth Floor:

Fitness Center

Who Are Your Peers? How to Stay in Touch?GXP Channels:

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Engineering -> Handles maintenance requests for hotel, requests for fumigation or room inspection for insects, Handles Guests’ issues like disturbances in public areas or caused to other patrons or employees: claims of theft, food poisoning, bed bugs, threats, Guests’ eviction, unauthorized access to employees’ areas, Distribution of Master Keys, Guest’s wake up calls (when no one is answering)

Housekeeping -> Handles cleanliness of Guests’ Rooms, public and employees’ areas, requests for deliveries of room amenities, laundry and dry-cleaning requests, welcome water orders, Lost & Found

Front Office -> handles Internal/ External Phone calls, Guests’ Requests, Questions on Guest’s Billing, Luggage Storage/ Assistance, amenities arrangements, room assignments, guest’s packages/Mail, etc.

F&B -> F&B Services, IRD Handles Food deliveries, Tray Pickups, ice Delivery, Morning Coffee Station, Amenity Distribution

Email Distribution Groups:

Front Office: Reservations: Housekeeping: Food & Beverage: Finance: Managers: Department Heads: All Hotel:

Know Your Leaders:

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Your Precious Uniform and Grooming:Front Office Uniform:

Bellperson:

o Grey Chinoo White Button Shirt (Winter)o Navy Cardigan (Winter)

o White Polo (Summer)o Striped D-Ring Belto Canvas Sneaker

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o Black Face Mask

Front Desk Agentso Grey City Pant (For Ladies)o Navy Blazer or Greta Jacket (for

Ladies)o White Boyfriend Blouse (for

Ladies)o Navy Blazer (for Gentlemen)

o Grey Trousers (for Gentlemen)o White Shirt (for Gentlemen)o Floral Pocket Squareo Brown Dress Shoeso Brown Belto Black Face Mask

Personal Appearance

Employees are responsible for maintaining high personal appearance standards, to include grooming and dressing to project a professional appearance. Employees are responsible for maintaining personal cleanliness. Personal attire should be conservatively fashionable and follow the guidelines below, unless specifically noted by management. All grooming is to be performed in the back of the house.

The purpose of these appearance standards is to provide employees with guidelines on how to look their best while serving our guests. Our guests always expect employees to look professional and be well groomed. The Company counts on everyone to reflect its justifiably high appearance standards.

If an employee’s personal appearance is inappropriate, he/she will be asked to leave work and return properly dressed and grooms. No pay will be given for the time away from work and attendance points will be assessed. Questions about the appearance standards of a specific department/ position should be directed to an immediate Supervisor as appearance standards may differ by department. The Company will make exceptions to dress and grooming standards as required by law. Please direct any requests for an exception to Human Resources.

Guidelines for All Team Members:

Clothing- Clothing should be neat, clean and in good condition always. Uniformed employees must conform to the established uniform dress code. Non-Uniformed employees must be in business casual attire and must ensure that the attire represents our company appropriately. Inappropriate clothing items include but are not limited to torn or ripped cloths, T-shirts with offensive slogans or images, gym, or workout outfits, excessively tight or revealing items, swimwear, short shorts, short skirts, jeans, or flip-flops.

Hair- Hairstyles are expected to be in good taste. Extreme looks are not permitted. Examples of extreme looks include, but are not limited to extreme Mohawks, unnatural looking colors or glitter hair sprays, tails, razor cuts, and ornamental designs cut into the hair. In accordance with Health Code requirements, some employees may be required to wear company-issued hats or hairnets. Glasses or hair should not prevent guests from making eye contact with the employee. Men’s sideburns must be trimmed and in good tastes. Department guidelines will at times provide more specific details or allow greater flexibility.

Mustaches- Mustaches may not exceed one-quarter inch (1/4”) below the corner of the lip. Extreme styles are not permitted. Examples of extreme styles include, but are not limited to Fu Manchus, Handlebars, toothbrush mustaches, and pencil thin mustaches. Mustaches must be clean and neatly trimmed.

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Beards- Beards or goatees must be clean and neatly trimmed and be no more than one inch (1”) in length. Beards may only be initially grown during scheduled time off at least five (5) days; no “shadow” or transitional beards are permitted. Facial hair that is not a complete Beard, Goatee, Mustache is not permitted.

Body Piercing/Tattoos- Body piercings are permitted if they are tasteful in nature and compliment your attire/uniform in color and design. Specifically:

Gauges/Cheeks/Barbells/Lip Piercing – Not permitted Earrings- Employees may wear up to two (2) earrings per ear. Earrings should not excessively

hang down or dangle.

In general, visible tattoos, either permanent or temporary, are permitted if they are tasteful, non-offensive and appropriate for the hotel environment.

Jewelry- Jewelry must not be functionally restrictive, dangerous to job performance, or excessive. Health code does provide further details on what is permitted and will govern all employees working in the food areas.

Hygiene- Offensive body odor and poor personal hygiene is not professionally acceptable.

Fragrances- Perfume, cologne, and aftershave lotion should be used moderately or avoided altogether, as some individuals may be sensitive to strong fragrance.

Fingernails- Fingernails should be clean and neatly manicured. Nail length should not interfere with job performance and should not extend beyond one-half inch (1/2”) from the fingertips.

Eyewear- Dark and/or tinted glasses may not be worn indoors, unless medically necessary. Sunglasses worn outside should be conservative in design and color.

Make-up- Aim for a smart yet natural look that should last throughout your shift; make-up used must be tasteful and appropriate for the hotel.

Hats- Hats are not allowed unless they are part of a uniform.

Shoes- Shoes must provide safe, secure footing, and offer protection against hazards Canvas or athletic type shoes are not appropriate for employees required to wear professional attire. Shoes must conform to the specific standards of each department. Including safety requirements.

Miscellaneous- Chewing gum and eating are only permitted in break rooms.

Commitment to Clean

LE MERIDIEN HOUSEKEEPING APPROACH

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Communicating with the guest during check in is a moment of truth, allowing the hotel to both determine the guest’s preferences and remind them of Marriott International’s Commitment to Clean:

Every guestroom is thoroughly cleaned and disinfected prior to the guest’s arrival. During the stay, we will not automatically provide housekeeping service. If a guest prefers to receive daily housekeeping service, they may let our guest services team know and we are happy to schedule service according to their preferences. Please note that for longer stays, even if a guest has opted out of daily stayover service, we will still automatically clean the guest room every seven days.

In reviewing housekeeping protocols with arriving guests, the following key tenets should be highlighted in the arrival interaction:

1. Emphasize each guestroom is thoroughly cleaned and disinfected between guests.2. Underscore that in an effort to limit any associate entry to the guestroom, daily

housekeeping service will not be automatically provided during their stay.3. Highlight that if the guest would like to receive daily housekeeping service, they may let

your team know. Any housekeeping service will be provided while the guest is away from the guestroom.

SAMPLE SCRIPT FOR LE MERIDIEN:

While you are staying with us, <GUEST NAME>, you will notice an enhanced focus on cleaning throughout our property as part of our commitment to your health as well as the health of your associates. Some of these changes include using hospital-grade disinfectants, adjusting our in-room amenities, and limiting the frequency that we visit your room.

Unless you choose otherwise, we will not provide daily housekeeping service in an effort to minimize any guest and associate contract. If you would like service, simply let us know what time you will be departing for the day, and we will be happy to clean your guest room.

Hygiene Awareness at Front Desk and Surrounding Areas

Front Desk- Employees and Amenities:o Before Work- We are requiring everyone to administer a self-

assessment prior to coming to work each day. If you have any of the

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major symptoms of COVID-19 (fever over 100.4 degrees, cough, loss of taste or smell) or have come into contact with someone who has tested positive for COVID-19, please do not come into work. You will be required to attest you have passed the self-screen.

o Front Desk Stations- Counter shields have been installed at each front desk station. They Must Not Be Removed!

o Uniform Standard- Face Masks are part of the uniform for all members of the Front of House Team. We have washable cloth masks should you not have one.

o Hygiene standards during your shift- High-touch points (Front Desk counter, door handles, elevator handles and buttons, lobby furniture, bellmen carts, pens, room keys, radios, phones, etc.) must be sanitized frequently. CDC guidelines recommend disinfecting surfaces every 2 hours.

o Bell Carts- Must be requested to wash by overnight cleaners, or Housekeeping team at least once a week

o Personal Hygiene Wash and sanitize your hands frequently Maintain a distance of at least 6 feet in Guests’ or employees’

areas Avoid unnecessary touching of people and items Take elevators separately and let guests go first- 2 Riders

Maximum Timing for line ups, meetings, breaks and lunches may be

staggered Bathrooms will be sanitized daily, and disinfectant will be

provided should you choose to take additional precautions. Stay home if you are sick!

Interaction with Guests:

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o First impression: upon arrival, be sure to open the Front Door for the guests (bellmen or any available employee), offer assistance with luggage

o Additional Amenities: For the Guests’ convenience, the sanitizing wipes are available in

the hotel lobby Facial Masks are required to wear by Guests in hotel public areas.

Kindly advise and provide Guests with a mask, if Necessaryo Hotel Rooms are thoroughly cleaned and sanitized, using anti-bacterial

disinfectants that are safe, hypoallergenic, and meet CDC guidelines. All bed linens and laundry are being washed at high temperatures and in accordance with CDC guidelines.

After inspection by supervisors, rooms have their door sealed by a sticker

Daily Housekeeping service is available per request only, for Guest’s safety and convenience.

o Non-Hotel Food and Beverage Deliveries MUST be picked up by the Guests directly from the delivery personnel in the hotel lobby. Food items cannot be left in the public areas. Delivery personnel is NOT allowed access to the Guests’ rooms.

o Food and Beverage Outlets’ menus are any other information is available via QR codes. The orders can be placed and paid for electronically. For room charges- dial restaurant or bar directly.

Examples:

All Guests MUST receive a Welcome Letter at check in. It outlines Hotel’s regulations and the scope of services.

See the example of Welcome Letter on next page:

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Dear Valued Guest,

We are thrilled to welcome you as our Guest!

Our top priority is always the safety and wellbeing of our Guests, and employees. We are proactively working with the World Health Organization and local health authorities, along with our partners, global leaders, and Ecolab to implement measures to minimize risk of transmission and ensure that our guests and employees are safe and well taken care of.

Based on the current City of St. Louis and state mandates, we have made the following updates below to our property:

For your convenience, Daily Cleaning Service is available upon request. Should you have any questions or additional requests, please contact Guest Services at extension “0”.

Our Lovely Café La Vie has opened its doors and is offering to-go option for breakfast and dine-in for dinner. You have access to the menu electronically, using your mobile device (please see below).

The hotel’s Gym and Pool are closed until further notice. We will certainly provide additional updates, once they are available.

Third Party Food providers – i.e. UberEATS and Postmates – Please meet the delivery person in the lobby of the hotel for pickup.

To ensure all visitors’ safety, face masks are required in public areas.

We appreciate your business so please let us know how we can help make you stay more enjoyable.

Our team is available at any time of the day should you have any questions. Simply dial extension “0” from your in-room phone.

Be Well

-Le Meridien Team

Before you StartSoftware Access Checklist:

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Computer Email Lightspeed MGS UltiPro

Once you receive your software access to each of the items make sure you change the passwords to something you will be able to remember and also place the Usernames and passwords into somewhere you will be able to find it.

Once you can procure Marriott Global Source (MGS) you will need to gather a few applications through the platform by going through the Identity Center, under My Applications:

eBonus Empower: Guest Services guestVoice Sertifi

You will also need to take a few mandatory classes through the Digital Learning Zone:

Le Meridien Next Gen Service Human Trafficking Training Front Desk / LS1 Front Desk / LS2 Front Desk / LS3 Mobile Guest Services Empower: Guest Experiences (GXP)

Le Meridien Clayton: Know Your HotelDaily Report

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Hotel Outlets

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Café La Vie

Morning: 6:30am-11:00am (Weekdays)

7:00am-11:30am (Weekends)

Bar: 4:00pm-11:00pm

Dinner: 5:00pm-10:30pm

IRD – Room Service*

Café la Vie Hours

Sundry/ Convenience Store

Available: 24 hours

Gym

Available: 24 hours

**See the last-minute updates in Daily Report.

Hotel’s Location and the Benefits of its ConvenienceLe Meridien is located at 7730 Bonhomme Ave, St. Louis, MO 63105. It is perfectly positioned in the heart of Clayton Downtown, minutes away from Business Centers, touristic attractions, endless options for dining and entertainment, Grocery stores, public transportation and more.

Travel:

Lambert International Airport- 9.4 miles away- 10-15 minutes’ drive time

Local Transportation:

MetroLink- Fare is at $2.50 Per Ride- Offers two lines (The Red and Blue line) that services 27 stations in Missouri, many near popular areas or attractions. - Typically

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operates form 4 a.m. to 1 a.m. every day of the week. - Closest Stop is 275 S. Central Ave, Clayton, MO 63105.

Metrobus- Fare is at $2.00 Per Ride- 65 routes in Missouri. Metro also services parts of east Illinois that are considered part of the St. Louis metropolitan area. - Typically operates form 4 a.m. to 1 a.m. every day of the week. - Closest Stop is 232 S Meramec, Clayton, MO 63105.

Electric Scooters- Look on any corner in St. Louis City and you are likely to find Bird or Lime electric scooters. Once you download the Bird app or Lime app, you pay a small fee to unlock the scooter and then a per-minute fee (typically between 10 to 30 cents, depending on the day of the week and time of day.

Local Attractions:

Forest Park- 5595 Grand Drive- Forest Park is home to five of the region's major institutions: the St. Louis Art Museum, the St. Louis Zoo, the St. Louis Science Center, the Missouri History Museum, and the Muny amphitheater.[31] It has several recreational facilities, including the Dwight Davis Tennis Center, the Steinberg Skating Rink, the Boathouse Restaurant (with boat rentals), the Forest Park Country Club, the Highlands Golf and Tennis Center, handball courts, and fields for softball, baseball, soccer, cricket, rugby, and archery. The park also features extensive walking and bicycling paths.

St. Louis Zoo- One Government Drive- Home to over 13,000 animals representing 555 species, the Saint Louis Zoo is recognized worldwide for its innovative approaches to animal care and management, wildlife conservation, research, and education. One of the few free zoos in the nation, the Saint Louis Zoo attracts approximately 3 million visitors annually and is the most-visited attraction in the region. And as a free zoo, visitors are encouraged to come back again…and again!

Missouri Botanical Gardens- 4344 Shaw Boulevard- Founded in 1859, the Missouri Botanical Garden is the nation's oldest botanical garden in continuous operation and a National Historic Landmark.

The City Museum- 701 North 15th Street- Expect the unexpected. City Museum is a hundred-year-old warehouse in downtown St. Louis in which artists have repurposed the pieces of old cities to build miles of tunnels, slides, climbers, bridges, and castles. There are secret passages and grand galleries. Playgrounds and ball pits. A circus and a train. A rooftop school bus and a Ferris wheel.

Cathedral Basilica of St. Louis- 209 Basilica of St. Louis- Help preserve a masterpiece. The Cathedral Basilica of Saint Louis is a masterpiece of art and history. It rivals the grandest Cathedrals in the world. Artisans, craftsmen, stonecutters, and masons spent almost a century creating this incomparable church. The Cathedral is unparalleled triumph and we must safeguard its legacy for the future.

Busch Stadium (St. Louis Cardinals)- 700 Clark Avenue- On April 10, 2006, the Cardinals opened their new 46,000 seat retro-style downtown ballpark with a 6-4 win over the

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Milwaukee Brewers. The Cardinals also became the first team in almost 100 years to win a World Series Championship in the inaugural season of a new ballpark. The new Busch Stadium hosted the 80th MLB All-Star Game, in July 2009.

Enterprise Center (St. Louis Blues)- 1401 Clark Avenue- Located in the heart of downtown St. Louis, Enterprise Center is one of the finest sports and entertainment complexes in the country, with state-of-the-art facilities and equipment and an unprecedented commitment to quality and service. Enterprise Center officially opened on Saturday, October 8, 1994.

Soulard- South 8th and Carroll Street- The faintest aroma of hops permeates the morning air of this National Historic District. Today, the nearly 40 bars, restaurants and quirky shops that are scattered throughout the narrow tree-lined streets, are housed in centuries-old two-story brick row houses. And every one of them has an elaborate outdoor courtyard, patio or sidewalk area from which to enjoy the amenities. Restaurant and bar flavorings vary from Cajun, Mexican and Italian, to sports, blues and gin joints, among others.

Area Sightseeing:

Anheuser-Busch Brewery Touro Phone: +1 314-577-2626

Gateway Arch Riverboatso Phone: +1 877-982-1410

Gateway Arch Helicopter Touro Phone: +1 314-496-4494

St. Louis Trolley Tourso Phone: +1 314-241-2400

Hotel Rooms:Type Name Marsha

CodeLightspeed Code

Count Dimensions

Room Guest Room

KING, QUEN KING, QUEN 97 (K=87,Q=10)

220sqft/20sqm

Room Deluxe Room

DDLX,DQUE DDLX,DQUE 144 (K=55,DQ=89)

299sqft/27sqm

Room Superior Room

SRPM SRPM 11 (K=11) 395sqft/36sqm

Room Executive Room

EKNG EKNG 4 (K= 4) 505sqft/45sqm

Suite Suite KSTE KSTE 12 (K=12) 668sqft/60sqm

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Blueprints:

Know Your Guests…VIP Levels:

VIP 1:

CEO & President Celebrities VIP Specified by Property Executive Team Key Media Journalists and Reporters

VIP 2:

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Attendant/ Senior Government Official Organizer or Site Inspection VIP designated by S&M office Group Leaders Bride and Groom of In-House Weddings

VIP 3:

Suite Promos and High Paying Guests Long Stay Guests- 5 Nights or More Regular/ Repeat Guests- 4 stays or more Service Recovery Guests Marriott Directors/ General Manager

Special Occasions

Birthday Anniversary Celebrations Bachelor/Bachelorette Parties Preferred and/or OTA VIP’s

Know Your Standards….Service Standards and Expectations:

1. Our phone conversations are clear and Zen-like, without background chatter.

2. If we need to place our guest on hold, ask, do not tell.3. Phone holds are kept short and breezy, 30 seconds or less.4. We are social without guest, always greeting them first.5. Speak in a polished yet fun manner.6. We speak with delight and patience.7. Smile and show wit and happiness in our expressions.8. During interactions, we focus entirely on our beautiful guest.

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9. We ask questions or make cheeky comments to show interest and love in our guest.

10.We learn our guest problem and the offer them something beyond what they expect.

11.We share requests amongst ourselves, not requiring our guest to repeat themselves.

12.We can answer questions about all departments, not just our own lovely one.

13.When known, we address out guest by name to show respect and love for them.

14.We close out interactions with a cheerful comment, encouraging guests to enjoy their time at Le Meridien.

15.Our uniforms are polished, stylish, and clean.16.Our appearance is stylish and sophisticated, free of messiness.17.We show fantastic manners and posture in front of our guests.18.When we cannot say yes, we offer a consolation prize to our guest.19.When a mistake occurs, we apologize and right “our wrong”.20.We work quickly and do not waste our guest’s time.

Reservations:To provide positive, knowledgeable, and engaged service that is sensitive to guest’s time and dedicated to securing the most Special Luxury Experience.

Answer calls swiftly, within three rings. Answer calls clearly and with our polished greeting. Speak with warmth and delight. Always use complete sentences. If a repeat guest, reconfirm their usual preferences. Ask our guests interested questions and respond with delight.

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Record profile details so we are all on the same page during our guest’s stay.

Give our guest a choice of room rates and types. Offer wit and knowledge about the atmosphere, amenities, and

happenings. Offer an additional hotel benefit/service (dinner, pool, etc.) We know location and transportation. Explain our deposit/cancellation policies. Recite the booking details and give a confirmation number. Send a confirmation immediately after call, at most within four

hours. Confirmation is personalized, accurate and represents our

property. Thank our guests and offer a further playful remark in closing.

Guest Arrival and Welcome

To provide a warm and sincere first impression, details are well attended to, the check-in process is professional, discreet, and passed to the guests’ needs.

Valet Greet our guest delightedly within 15 seconds of them arriving. We give our guest the rundown on parking options. We automatically gather any luggage from arriving vehicles. We handle our guest’s belongings safely, no questions asked.

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Bell or valet personally walks the guest to the front desk and introduces them to the front desk team member.

Our valet service is the definition of seamless. When presenting claim ticket, valet closes politely. We drive and park safely. We keep our guests’ car delightfully unchanged. Have our guests’ car ready and waiting lightning fast: within 15

minutes of a request and 5 minutes of prearranged time. Open all doors on behalf of our guests. Valet drop off is a breeze to find and walk to. Thank the guests with a final closing remark before they depart

the property. When a mishap occurs with our guests’ car, we apologize and

right “our wrong”

Bellmen and Guest Services Greet our guest delightedly within 15 seconds of them arriving. We automatically gather any luggage from arriving vehicles. We open any doors on behalf of our guest. We personally walk the guest to the front desk and introduce

them to the front desk team member. We greeted with welcoming questions at the front desk. A welcome refreshment is provided during the arrival process. The check-in process is fast, fun, and easy, completed within 5

minutes Our guest’s room number is written on the key card holder, not

said aloud. Any guests’ requests are reviewed during arrival. We double-check the reservation details. Indulge the guest with property highlights at the front desk.

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Escort our guest to the elevator, VIP and villa guests get escorted right to their room.

We handle our guests’ luggage from start and finish, no questions asked.

We tuck away all luggage carefully and conveniently. Be quick with luggage- get to the room within 10 minutes. Tell guests about hidden gems in the room. Before departing the room, team members close politely. We contact the guest 20 minutes after they check into the room. If guest room is not ready beyond our check-in time, ensure

guest’s comfort, let them know.

During the StayGuest Services

Guest reception will always be consistently attended; Team are visible and engaged with guests.

Guests will not wait longer than two minutes for service or assistance.

Guests will be acknowledged and thanked if waiting in line more than 60 seconds.

Greetings will be upbeat and positive, warm, and welcome. Guest interaction will always inquire how the guests stay is thus

far. Once learned, guests will be addressed by name.

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Verbally inform Guest about Unlock Art programme and hotel partnership with local centre.

Team are sincerely happy to honor all guest requests. If unable to honor a request, the response is delivered with an alternative answer or solution.

Team will be resourceful, displaying a sense of urgency and knowledge, always with the best outcome in mind for the guest.

Team will not sidebar or interrupt guest interactions without excusing themselves.

At the close of every conversation, Team will always ask if additional assistance is needed.

Telephone

All external calls will be answered within three rings. External calls will include, time of day (good morning, afternoon,

or evening), Department, colleague name and offer assistance. Greetings will be upbeat, warm, and welcoming. Once learned, guests will be addressed by name. Guests will be transferred with “pleasure” using a polite tone of

voice. Courtesies will be employed if guest is placed on hold. No hold

will exceed 30 seconds without an offer of a callback. Team will be resourceful, displaying a sense of urgency, and

knowledge, always with the best outcome in mind for the guest. Messages, faxes, and packages will be delivered within 20 minutes

of receipt to the guest room. Team will anticipate guest needs and offer further assistance. All calls will be closed positively, not neutral. At the close of every conversation, Team will always ask if

additional assistance is needed.

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Wake-up Call

Wake-up call requests will be received by Team efficiently: requested time and room number are expected back.

Closing salutation will be personalized, not scripted and colleague will ask guest “is there anything further I can do for you?”

Wake-up calls will be personally delivered with a smile in their tone, time will be declared.

Once known, guest will be addressed by name. Guests receiving a wake-up call will be offered a follow-up call.

Valet/Doorman- During the Stay

Team will always be visible and posted up . Team demeanor will be upbeat, not neutral. Team greet guest with a smile; posture is attentive, and alert and

name usage are used. Cars will be retrieved within five (5) minutes of guest’s requests. Team approach guest requests and questions positively and with

enthusiasm. Team will be resourceful, displaying a sense of urgency, and

knowledge, always with the best outcome in mind for the guest. Team are sincerely happy to honor all guest requests. If unable to

honor a request, the response is delivered with an alternative answer or solution.

Concierge – During the Stay

At Le Meridien we do not hold concierge positions. Our guests should never experience lack of our attention, knowledge or notice the difference. Study your area, and do not be scared to ask for help from your fellow colleagues.

Be the go-to source for restaurants.

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Know the area. Provide directions/transportation options. Support Business requests. Have collateral ready. Care about collateral and reservation presentation. Follow-ups are timely. Meet the guest’s needs.

Available Services:

Being in the know contributes to a good quality service. To reach the top, avoid sending Guests to dedicated departments. Instead, take the ownership of the request, provide as many details as you can and record Guest’s request. Ensure that the collected information is communicated to the dedicated teams in a timely manner. Use the department standards below to assist you with day-to-day operations.

Gym

Restrooms are nearby Fitness center overall is pristine and well cared for, locker

room/restroom is well/stocked. Equipment is modern and luxe. A variety of cardio machines, at least one strength-training

machine and multiple low impact pieces are provided. Precisely present a full set of free weights. Our fitness center’s layout is spacious and helpful; the space is

fresh and inviting. We have disposable headsets for our guests. TVs work properly and are easy to use.

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If we provide reading materials, they include a variety, are neat in presentation and always kept in good condition.

Water, cloth hand towels, chilled towels and sanitizers are available within the fitness center.

We display fresh fruit near our fitness center. We have chilled towels within our fitness center. Provide discreet towel disposal. Make available fitness classes or personal training.

Use your Sources- Shared DrivesIn your daily routine, you may refer to the electronic Shared Drives for the forms, letter templates, passwords, SOPs, Company’s policies, payroll documents, schedules, reports, and many more.

To keep our sources organized, each hotel department has its dedicated Shared Drive. All Shared drives for Le Meridien are located at Public (\\STLSC-DC01) (S:). For the Front Office department, the access is granted to Front Office shared Drives.

Front Office

All Shared Drives are accessible from any computer station at Le Meridien.

Front Office:

Accounting- Revenue and Expense Guide for Petty Cash Submission, Wire Information Best Practices- Brand Standards, Le Meridien Best Practices

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Checklist- Shift Checklists Concierge- Recommendations, vendors. Daily Reports- Reports given out each day F&B Menus- F&B and IRD Menus Front Office Manager- All forms, Supplies Inventory, Uniforms and Schedule Templates GXP- Job Aids used for GXP Lightspeed- Job Aids used for Lightspeed Marsha- Job Aids used for Marsha New Hires- Employee forms, training manuals, etc. Package Letters- Marriott Bonvoy Reward Letters, Rate Code Package Letters, etc. Phone directory- Team members extensions, FO employees’ contact phone numbers. Property Information- Rooms Plan, Floor plan, rooms feature grid, etc. SOPS- Standard Operating Procedures Upsell Program- Upsell Tracker and Upgrade Agreement Form

How to Start Your Day!Team Members:

All employees should arrive on property via the employee entrance 15 minutes prior to your scheduled start time. This will allow sufficient time to change into your uniform.

Employee access/entrance is located Lower Level by General Managers Office.

You may now proceed to the locker room located on lower lever past the Housekeeping station. Please note that the changing room is for everyone’s benefit, therefore it is everyone’s responsibility to keep it

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clean and tidy. Place the hanger and your cloths in the locker along with any other personal belongings after you change into your uniform.

From the locker area, you will proceed to the clock in station area in the housekeeping area. If for any reason you have issues clocking in please let your manager know. Make sure you clock in no more than seven minutes before or after your scheduled shift.

Finally, stop at the Engineering office and obtain your phone, if necessary, and master key.

Proceed to the front office ready to start your shift with a smile!

When you arrive at the Front Office, check in with a manager or supervisor to let them know you have arrived for your shift please do the following BEFORE going out front:

Have Daily Line Up Read and initial any new memos Read the Daily Update Check today’s house status (arrivals/departures/occupancy) Check today’s room availability and room rates Get familiarized with pending Guest issues. Ensure follow up plan

is in place Count your bank (if applicable) Open your checklist

You may not go out front until every step has been completed. This is to set you up for success and make you well informed before going out to service our guests!

Over your day all employees are entitled to a thirty-minute break for lunch. Please check with a manager or supervisor before breaking for lunch. That order in which lunch breaks will be taken is determined by your scheduled shift start time.

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At the end of your day leave the floor approximately 15-30 minutes prior to the end of your shift to complete your end of day. Please check with a manager or supervisor clerk to inform them that you are leaving for the day.

After completing your end of day routine, clock out at the housekeeping area time clock. Proceed to the locker room and change back into your cloths.

Shift FunctionsLine Up

Relates to Front Office MOD

Purpose: To motivate the team by highlighting their achievements, as well as keep everyone updated on hotel events, daily manifest (OCC, Arr, Deps, VIPs, Sites, Groups, etc.), current Results on Reviews and Incentives totals, delegation of tasks for a day and reminder of FO Procedures.

MOD of the previous shift is to host Line Up for the team members of the following shift. Like this Night Auditor gathers AM Team (AM Bellman, FD Agents, AM MOD) for line-up AM MOD Hosts for PM shift, and PM MOD – night Team.

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Structure of Line-Up:

Duration: up to 15-20 minutes Daily reports (Arrivals, Departures, OCC, ADR, FO MOD schedule

for the day, Sites – Room Numbers) Events for the Day (Location, Duration, any other special

instructions) Groups (Name, # of rooms, Billing, associated Events, scheduled

Room Drops, any other special instructions) VIPs (VIP 1, VIP 2- Room #s, title, special instructions, other VIPs) Review Results (Name Mentions, Month-to-Date: FO Strengths

and Weaknesses) Incentive Results Pass on Quiz on FO Training Material

Hotel Walk Through and Morning MeetingRelates to: Front Office MOD

Purpose: Preparedness for the hotel Morning Meeting and for your day is a key to MOD’s success and one of the best tools to increase the awareness.

Hotel Walk Throughs must be done by FO MOD at least 2-3 times during the shift. The very first walk must be done between 7am and 9am.

It is important the Pool, Gym, Restaurant, and Valet areas are attended.

It is important to pay attention at:

Areas’ cleanliness

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Stock supplies (towels in gym, soap/paper towel in bathrooms, sanitizing solution, etc.)

Functionality of appliances (including furniture damages) Unauthorized presence of Guests or other patrons in restricted

areas.

All inconsistencies must be acted upon or brought to the related Department MOD’s attention

The Hotel Morning Meeting is mandatory for the member of FO to the present (FO Supervisor, FO MOD, FO Agent). This will be held in the lobby each morning.

In the morning meeting Discuss:

Daily manifest VIPs Review Results FO Upsell Results Guests’ Incidents/Issues

Service Report, Profile Notes, Reservation CommentsRelates to: Front Office Team

Purpose: Our Goal is creating fans of Le Meridien brand and Marriott Hotels by pampering our Guests with an excellent personalized service. To ensure strong internal communication and sense of follow up with Guests’ Preferences, requests and/or incidents.

Le Meridien Guest as here for many reasons it is our job as the Front Office to find what that is and use that information to tailor their stay to the occasion.

1. Business Travelers

Highly valuable for city hotels, these types of travelers are less price sensitive and put more value on convenience and efficiency. They will be interested in local transportation, food options, and hassle-free accommodations.

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They typically will want to stay close to mass transit stations, conference, and meeting centers, and/or large corporate offices. WIFI again will be a deal-breaker but may even extend to request use of printer or other office electronics. Most importantly, they will be more time sensitive and will not want a time delay in any hotel interaction.

Have an efficient management system in place to ensure a quick check-in and to follow up with any requests.

2. Families

This type of tourist has probably planned this trip well in advance and wants to maximize their time. They too well be more interested in tourist sightseeing, organized tours and children friendly activities.

They will require local maps and tour information. This is a guest opportunity to offer great value at no cost. Allowing your family guests to register for tours and to pay directly with you will be highly efficient and greatly appreciated.

Work directly with either a local travel or tour agent to set up half and full day tours that picks up guests directly in front of Le Meridien.

3. Seniors

This tourist also will be interested in tourist sightseeing and organized tours but will put more of an emphasis on staff assistance and transportation.

They will require local sightseeing information but will also want easy to facilitate options. Having tours that pick up directly at the hotel will again be a plus, but also make sure to arrange any special transportation and tourist services for them at request. Also, it is very important to have a high level of customer service with this type of guest and checking in on them throughout their stay will be highly appreciated.

Working with a local tourist agent will help facilitate easy tour options. Also, make sure that the staff on them to assist throughout their stay.

4. Backpackers

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Typically, a younger crowd, these types of travelers are VERY price sensitive and will try to save as much as possible. They will be more interested in tourist sightseeing, popular shops and cafes and local nightlife.

They will require as much information as possible about the local area, recommended offerings include maps and brochures for local tours, and typically free WIFI available will be the ultimate deal-breaker.

Work with local businesses to provide recommendations and possible discount offers in service.

Group Resume/ SynopsisRelates to: Front Office MOD

Purpose: to maintain an efficient communication within Front Office department by attending Resume Meeting and creating a Synopsis that contains the information pertaining to Front Office.

Le Meridien attracts several group reservations on a regular basis. They tend to have pre-arranged events, billing instructions, deliveries, additional vendors, equipment, and so much more. With sale managers, hosting weekly Resume Meeting, BEO meeting and sending a group resume, it is quite common that MOD is invited to represent the department.

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It is the MOD’s Responsibility to attend the Resume Meeting to represent the Front Office department by taking notes and asking relevant questions and communicating the obtained information to the entire team.

It is Front Office team’s responsibility to read Group Resume and Synopsis, to fulfill the assigned tasks.

Resume Meeting is typically held every week on Thursday at 4pm. Prior to attending the meeting, please ensure to print all group resumes.

When attending the resume meeting, pay close attention to everything related to Front Office operations, predict the situations (you might have encountered before) and assist the presenter by asking questions. Be sure to familiarize yourself with Resume document first. You may find your answers there. You may also ask your questions at the end of the meeting, after receiving all details from the sales manager. Below are the points to keep in mind when attending Resume Meeting:

Number of Rooms reserved Room types- Run of House (ROH) or assigned? Room Rates- Confidential or not? Assigned room upgrades? Billing Instructions- all charges on Own, RT (and some other

charges) to Master, All Charges to Master, or anything elseo If Banquet of F&B charges are on own, are they being split

between all group members or paid by one person? VIPs- ETA, ETD, amenities, welcome cards, room upgrades, meet

and greet (required or not) Arrival and Departure- at the same time or scattered? Associated

porterage fees (paid by group or billback to sales?) Early check in/ Late check out-requested or guaranteed?

o If guaranteed, how many rooms? Will this be doable, based on hotels occupancy?

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Any transportation involved at arrival, departure or during the stay?

Room drops? If yes, should it be delivered to rooms (date, time) or given at arrival? Associated porterage fees (paid by group or billback to sales)?

Hotel outlets- any special events that require outlets closure (not accessible to other guests)?

Any special vendors that should access to rooms or meeting space?

Resume Synopsis is an email communication sent after attending the Resume meeting. All obtained information from the meeting must be included.

Finance and Front OfficeRelates to: Front office Team

Purpose: this is a reminder of daily financial procedures required for completion by all employees, assigned a cash float.

Every Shift: Front Desk Agents, Supervisors, and Managers are required to count their cash floats and record the nominal values of the cash float in the corresponding check lists. Any overages and/or shortages must be communicated to MOD and investigated upon.

If Shortage Occurred -> MOD to send email TO: General Cashier, CC: FO Managers with a mention of FD Agents/MOD with shortage and the amount. Petty cash from must be filled out, reflecting the “Bank

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Shortage” in Description Field and the amount of shortage. Print and Attach the email (sent earlier to General Cashier) as back up.

If Overage Occurred -> MOD to send email TO: General Cashier, CC: FO Managers with a mention of FD Agents/MOD with shortage and the amount. The overage must be dropped in a Cash Drop Envelope, like the regular cash drop (when funds are collected as payments).

Bank Audits are conducted by the General Cashier and a witness (usually Shipping and Receiving Manager or representative from the executive department) approximately 3-4 times a month. Upon completion, any inconsistencies are reported to Front Office Managers and the members of the Executive Team. The reported shortage and/or overage must be followed up with checking the Employee’s submitted Checklists with a Float Count. Based on this investigation, the documentation may be enforced.

Month End is the time of an internal audit and analysis of Hotel’s Profit and Loss. Therefore, it is absolutely crucial to submit all paid outs and petty cash documents with the General Cashier before month’s end.

IT and Front Office (IT Support)Relates to: Front Office Team

Purpose: This is a reminder of communication between IT Department and Front Office teams, in case of equipment, software malfunctioning or state of emergency.

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At this Property we use a third-party company called Lefcon for our IT support.

Two Ways to reach out to company:

Phone: +1 (412) 226-6271 Online: https://www.lefcon.net/247-helpdesk/

Front Office’s Lovely PossessionsRelates to: Front Office Team

Purpose: to be organized and show responsibility for upkeeping department’s stock of supplies and other equipment.

Supplies (Organized, restocked, if short – communicate), like stationery and furniture pieces must be used wisely and handled with care. All

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supplies are to be stocked properly and by the Front Office Associates. Any shortages should be reported to MOD for ordering.

When re-ordered, upon receival of the order, it is important to count the received items and ensure that the count corroborates the packing list. The information about the received supplies must be included in daily Pass On (FYI Section)

Note: that our stationary orders are often split with Housekeeping. Front Desk Manager will be communicating in advance about the or receival of HK Supplies.

Bell Carts are another of our lovely possessions. There is a total of two, that are heavily used during the day. And therefore, it is very important to keep a close eye on them.

If bell cart is noticed to be missing- investigate by inquiring the location of it from bellman, or the last employee to use it, by asking Engineering to review the camera footage.

Report the location of the bell cart if borrowed by employee, in shift pass on under FYI section. Update the status, once returned.

Pass OnRelates to: Front Office MOD

Purpose: To support strong internal communication, every shift (AM, PM, ON) is to offer a brief Summary of pending and completed tasks. They are mostly related to the Guests’ services (billing, accommodations, itineraries, etc.), and are intended to increase

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awareness and strong sense of follow up (with Guests or co-workers) within FO Department.

Email is sent supporting professional, business-like verbiage.

Pass on email must corroborate to the following format:

Pass on email is sent by MOD The email is sent at the end of every shift and is addressed to FO Subject Line: Pass On- Today’s Date (e.g. Pass On – 09.22.20) All Pass On during the day are kept on one email thread (AM MOD

creates an email thread, PM and ON MOD responds to AM MOD’s thread for the day)

The body of the email is broken down into three sections (see below). Each shift’s MOD is responsible gathering information and/or updates from the team members (Bellman, FD Agents) and providing a summary.o FYIo PENDINGo COMPLETED

FD Agent and MOD Checklists must be filled out and attached to the Pass On email. MOD to go over the completed/pending tasks on checklist with team members. Any pending Tasks must be assisted with or assigned to the next shift.

All major incidents that occurred must be logged as well.

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Standard Operating Procedures

Front Office Operations

ArrivalDEPARTMENT Front Desk PROCEDURES # FD- 101

PROCEDURE FD101- Arrival Sequence of Service

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services

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Manager

PURPOSE

To provide the details of Guests’ Arrival Experience at Le Meridien, Clayton

PROCEDURE

Hotel Arrival:

1. Vehicle door will be opened without delay (by the Bellman, and/or Valet Parking Attendant). Never make Guests work.

2. The first salutation will include the time of day greeting (ex: “Good Morning,” “Good Afternoon,” or “Good Evening”), “Welcome to The Le Meridien”.

3. The Guest will be identified at curbside:a. If checking-in – The Guest will be escorted from the curb to the Front Desk by the

bellman (ideally not accompanied by luggage).b. If visiting The Le Meridien, guest will be escorted into the Lobby.

4. The bellman will bring guest luggage into the lobby.5. The bellman we escort the guest into the Front Desk by the way of introduction. Bellman will

stay with the incoming guest until an introduction can be made. If the bellman is unable to escort the guest, any Front Desk associate will take over the role of the bell attendant and proceed with the escort to the Front Desk.

6. The bellman will offer complimentary water bottles, and hand them should the Guest opt for one.

7. The Front Desk Agent will greet the guest using title and Surname and the phase, “Good Morning/ Afternoon/ Evening Mr./Mrs. _____ Welcome to the Le Meridien.” Never start the conversation with “Checking In?” or “Checking Out?”

a. Repeat Guests will be proactively identified as such with the phrase “Welcome back Mr./Mrs._____”.

Registration:

1. Registration Card must be presented by the Front Desk and completed by the Guest.2. “Recognize” Membership, VIP, Suite Status where appropriate. Offer MOD/Supervisor escort to

guest room. Notify MOD/Supervisor if escort is Requested.a. Recognize/Determine Member status and Thank the guest for their loyalty.b. Make an attempt to upsell.

i. Outline the advantages of variety of room categories, like balcony, overall space, bathtub, bedding and more.

ii. If complimentary upgrade is granted, be sure to inform the guest.c. Confirm whether late check-out is needed with High Level/VIP members and record the

time the guest is expected to depart.i. Consider hotel availability

3. “Recap” Preferencesa. Review Preferences and guest profile accuracy, update information as necessaryb. Verify room type/ bed type. Remind the guest that out rooms are all non-smoking

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c. Go over package elements, if applicable.4. “Information” in the reservation

a. Pre-registered guests are not asked for duplicate information (Ensure the chosen profile matches the repeat Guest’s information, confirm the existing email, address)

b. Departure date (# of nights) is confirmed. Room number and messages are communicated discretely. Room numbers are never communicated verbally.

c. If late check-out is requested, offer complimentary 12pm check-out (based on availability)

d. Update guest contact information in Lightspeed, e.g. address, phone, email.e. *Requesting an email allows us the ability to not only help send E-folio’s but is also

ensures that a Survey can reach our guests*5. “Verify” method of payment

a. Confirm if guest would like to keep the same method of payment as in the reservation. If so, guest will need to provide original credit card used to book reservation along with matching ID.

b. Should Guest not have the original method of payment, the deposit is refunded, and a new CC is used for the entire reservation.

c. Le Meridien is visible on numerous travel websites:i. Be attentive to reservations’ notes. They must indicate whether Guest is paying

for the entire stay, or if Room, Taxes (or any other specific charges) have been prepaid in advance by the travel agency or another third party.

ii. If Guest is under the impression of breakfast or stay credit be included, request a voucher or other form of reservation confirmation.

iii. Check the comments on other form of third-party payments- wire transfer, billback, etc.

d. All guests must provide a form of government-issued identification and valid credit card to check into the hotel.

e. Use Credit Card terminal and CP Lightspeed Function (Chip and Pin) to authorize Guest’s Credit Card for the entire amount, in addition to a daily $50.00 incidentals hold.

f. All reservations must have an authorization or cash deposit (for Room, tax, and facility fee only) before keys are issued to the guest.

g. Front Desk Agents will be held accountable for the above policy. If policy is not followed, progressive discipline up to and including termination will be enforced.

6. Additional Information:a. Though we highly rely on our Guests to get familiarized on all terms of the reservation,

be sure to go over major points:i. Rooms are Non-Smoking. Smoking Fee is $250.00.

ii. Hotel is a pet friendly hotel.iii. Any additional damages will be applied to the hotel bill.iv. Verbally inform guest about Unlock Art programme and hotel partnership with

local centre.v. Check out is at 12pm. Late check out is equal to 50% of room rate, if departure

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is between 12pm -3pm, and 100% of room rate- if departure is after 4pm.b. Encourage the Guest to list any accompany Guests, should they wish anyone to obtain a

copy of the keys without their presence.

Arrival Closing:

1. The Front Desk Attendant will provide the room number discreetly to the guest, written on the key packet and never stated aloud. The Front Desk Agent will then hand the key packet to the guest with two hands.

2. Pre-arrival arrangements or amenities relevant to guest history will be prepared in advance upon arrival. Dinner reservation or other arrangements made in advance will be confirmed in writing upon arrival in the form of an itinerary and messages delivered discreetly.

3. The Front Desk Attendant will attempt to accommodate all guests’ requests and will inform guest if any are unable to be met as well as the reason.

4. It is important for the members of Front Office to ensure that all Guests are escorted towards the elevators.

5. While escorting the Guest to the elevator, the Front Desk Agent will make an introduction to the hotel including unique features, hotel services, and facilities such as:

a. Food and Beverage options-b. Pool Areac. Fitness Center Location/Hoursd. Etc.

6. If a Bellman is not immediately available, the front desk agent will advise the guest that, “Our Bellman will meet them shortly in the room.”

7. The Front Desk Attendant will close the interaction with a sincere closing, offering further assistance as well as an additional welcoming greeting such as: “Enjoy the Hotel,” “Thank you for being our guest” or “Please enjoy your stay with us.”

Post Check-In Services (especially after Upsell is done)

1. After 15 minutes of guest arrival, Front Desk Attendant will do a guest call-back ensuring guest satisfaction.

2. Upon arrival to the guest room, the Luggage Attendant meets the Guests at the room entrance door and introduces him/herself, “Good Morning/ Afternoon/ Evening, my name is ________. I am your Bellman. Would you like me to give you a brief room orientation?

3. Bellman will do an orientation to the hotel and guest room.4. Bellman will create magical appearance in the room5. Bellman will hang garment bags; all other luggage will be placed close to the side of the bed (or

any other area requested by Guest).6. During the Room Process:

a. The Bell Attendant should introduce him/ herself and engage in light conversation, such as weather or attractions, and will offer a personal recommendation of the hotel or area. Refrain from discussing the travel as it is usually a negative experience.

b. During the interaction, the Luggage Attendant will use the guest name appropriately to

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ensure guest feels recognized.c. Repeat guests will only be advised of facilities that are new, a current promotion, or

related to guest history.7. If escorting the Guest, the Bell Attendant will open the guest door using guest keys (not the

Master), and will explain the key system and how it opens the door inviting the guest into the room first, then propping the door open with their personal rubber door stop.

8. The Bellman will explain the following to the guest while in the room:a. Explain features of DND, Service request and doorbell functions (ADA rooms). Show the

emergency exit map on the back of the door pointing to the nearest exit.b. Inquire about whether the temperature is comfortable while pointing out the

Thermostat. Open the drapes, comment on the view as appropriate, and explain the locking mechanism on the balcony doors when applicable.

c. Show the guest the location of the additional amenities in room.d. Explain the television system and the features of the Clock Radio functions.

9. Upon completing the arrival process, the Bellman will offer additional personal service, such as having a Front Desk Contact them regarding making dinner reservations, etc.

10. Prior to departing the room, the bellman will inquire “Is there anything else I may do to assist you?”

a. If so, fulfill the request. If not a closing phrase to “Enjoy the stay,” or “Thank you for being our guest,” is used.

DEPARTMENT Front Desk PROCEDURES # FD- 102

PROCEDURE FD102- Bonvoy Lookup and Enrollment

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services

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Manager

PURPOSE

Front Office Associates to obtain Guests’ email addresses.

PROCEDURE

BONVOY LOOKUP FIELDS

Searching for a Loyalty number will require exact information in the combination of each option in the fields listed below. Lightspeed will not accept partial lookups or truncated names. You will be allowed 3 options for searching:

SPG Number Last Name & Email Last Name & Postal

These options will allow any combination of information listed below. Remember, the fields you choose will need the be exact spelling, matching what is listed on the member profile.

SPG Number Only Exact Last Name and Exact Postal Code Exact Last Name and Exact Email Address Exact Last Name, Exact First Name, and Exact Postal Code Exact Last Name, Exact First Name, and Exact Email Address

ENROLLMENT

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1. Click the BONVOY Search button in the guest reservation of the Icon at the top on the screen.

2. You must search for the guest first prior to the enrollment button being enabled. Once you have preformed a search, click the BONVOY Enroll button if there are no search results.

3. Enrollment will be assigned as a “Member” (R) by default. All other options have been removed.4. Fill in all required fields while also capturing Profile Preferences5. If there is a potential duplicate profile that is created, you will receive a new SPG enrollment

number but the profile will not be active while it is being investigated by Loyalty.

6. If Lightspeed believes it is an actual duplicate, you will not receive a new SPG enrollment number and will be taken back to the enrollment screen.

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DEPARTMENT Front Desk PROCEDURES # FD- 103

PROCEDURE FD103- Guests ISSUED/UPDATED

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Waiting in LineROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

Acknowledge and increase engagement of guests waiting in line

PROCEDURE

When all Front Desk Attendants on the desk are assisting other guests and a line is forming, the Front Desk Attendants are to make eye contact, smile pleasantly and assure guests in line via eye contact that they have been acknowledged. You may also nod or say, “We will be right with you.”

Front Desk Attendant will ring buzzer, place a brief call, or use their radio to advise the Back Office that additional help is needed at the desk.

Front Desk Attendants will be fully engaged with every guest but will alter pace of Check In/ Check Out ensuring that everyone feels they are helped in a timely manner.

DEPARTMENT Front Desk PROCEDURES # FD- 104

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PROCEDURE FD104- Queue Room Process

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To ensure all guest are checked into their room in a timely manner.

PROCEDURE

When a guest arrives to the hotel to check in and their room is not ready, begin the check in process:

1. Upon viewing the guest reservation advise the that assigned room is not available (after exhausting all options to find available room.)

2. Confirm guaranteed check-in time. Yet, inform the guest that all efforts will be made to ensure their room becomes available as soon as possible.

3. Obtain MOP (Refer to FD-101, paragraph #5)4. Arrange for the bags to be stored, obtain luggage ticket # and place the ticket number on the Reg Card.5. Ask the guest for a contact number/email so they can be called/ emailed as soon as the room becomes available

(input the phone number/email in the reservation profile.)6. The front desk attendant places the room on Queue in Lightspeed.7. Front Desk will monitor all guest Queue rooms throughout the day via the Queue Reservation screen located under

the front desk tab in Lightspeed.8. When the room becomes available (inspected), the Front Desk Attendant will check in the reservation and call the

guest to inform that their room is now available.9. Should Guest(s) inquire special positioning of the room (close to someone in his/ her party, specific room #, corner

room, high floor, etc.), Attendant will advise about possible delay of a check in time but will assure that the request is a top priority for us.

10. If a guest is still waiting after 3pm (this should only take place after exhausting all other similar interchangeable room types in the system):

a. Front Desk Agent will immediately apologize for the inconvenience of the room not being ready for check-in.

b. Front Desk Agent will offer appetizers and/ or first-round complementary drinks at lobby bar, while housekeeping prepares room.

c. Front Desk Agent will take full responsibility for not having room available and will apologize on behalf of Le Meridien.

d. Front Desk Agent will not quote a time but will stress to the guest that their room is a top priority. e. Management should be informed if the guest has been waiting longer than an hour after the guaranteed

check-in time for the room to be cleaned.f. Once housekeeping has updated the guest room as inspected, the Front Desk Attendant should notify the

Bellman right away, so guest bags can be placed in the room prior to guest arrival. The Front Desk Attendant should personally walk over to the guest, to apologize and advise them that their room is now ready, and bags have already been placed in the room for them once again.

11. Guest should be asked by the Front Desk Attendant before closing, if there is anything else they can be assisted with.

DEPARTMENT Front Desk PROCEDURES # FD- 105

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PROCEDURE FD105- Housekeeping Reminders

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To Increase the awareness and support constant flow of communication with HK department on a subject of changes in reservations.

PROCEDURE

Night auditor is to compose an email thread with a Subject Line: Housekeeping Reminders DATE (Housekeeping Reminders 9.22.20). The message must include Guests’ itineraries for the day:

Late Check Outs Back to Back reservations Scheduled Room Moves

This information can be obtained by running the following reports:

Departures (for the next day) to capture late check out times Traces Report (for the next day) for HSKP. Look for notes about Back-to-Back Reservations and/

or Room Moves Arrivals: Detailed report. Glance through any last-minute requests for about Back-to-Back

reservations and/ or Room Moves.

During the Day:

Front Desk Agents must add the updated about Back-to-Back reservations and/ or Room Moves.o Front Desk Associates must monitor the updates for housekeeping reminders and

communicate the information via radio to HSKP. All updated Late Check Out times are communicated via same email thread by team members at

11:30am. This is after the departure calls are completed. Front Desk Associate is to get in touch with HSKP Supervisors on the phone and pass on the

updated check out times.

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DEPARTMENT Front Desk PROCEDURES # FD- 106

PROCEDURE FD106- Walk-In Guest

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To accommodate guests without reservations wishing to stay at the Hotel given the availability.

PROCEDURE

In addition to basic check-in process, the Front Desk Attendant must:

1. Acknowledge the guest request by checking to see if we have availability of rooms.2. Room Rate can be checked on the Website: https://www.marriott.com/hotels/travel/stlmy-le-

meridien-st-louis-clayton/.Do not extend discounts for more than 20%. (Consult MOD for larger discounts). Marriott Bonvoy members are eligible for upgrades, based on availability.

a. If the hotel has no availability, guest is told that the hotel is unfortunately fully committed for the dates desired.

b. If the hotel does have availability continue the process, using the steps below.3. If there is room availability check the room type4. Verify guest ID and ensure it matches the name of the credit card.5. Create a new reservation in the PMS including Guest Name, Check-in, Check-out details, all

contact information (email, address, phone number, and all accompany guest), confirm rate and room type preferences.

6. Credit Card must be swiped and must match picture ID.7. Authorization must be obtained.8. Please follow FD-101 Arrival Sequence of Service SOP.9. MOD must be contacted if there are any signs of inadequacy during the check-in process.

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DEPARTMENT Front Desk PROCEDURES # FD- 107

PROCEDURE FD107- Matching the Rates

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

Maximize the revenue by matching the discounted rates from third party vendors.

PROCEDURE

In this age of technological advancement, our savvy Guests often find great deals on flights, car rentals, cruises, and of course… Hotel Rooms. As a well-known brand and venue, Le Meridien puts a lot of efforts and money to advertise its services and products on numerous third-party websites. To avoid the commission payment to Travel Agencies, it is always beneficial to make a reservation directly with the hotel.

Should Guest wish to reserve and extend the hotel stay, quote the rate for Marriott.com. If a discount match is requested from a given source, the following steps MUST be taken:

1. Inform the Guest that Le Meridien gladly matches rates2. Request the information about the source of the found discount (e.g. websites like Google,

Expedia, Hotel Tonight, HOTUSA, Travelocity, Amoma, etc.)3. Request the website link.4. If the link is not available, conduct a web search for a given discount source.

a. Attempt to make a reservation for desirable dates and room type.5. If the discount is confirmed, inform the Guest that the discount will be granted.6. If the discount is not confirmed, offer your best available “undisclosed promotion.”

a. You may deduct 20% off the BAR rate.b. Do not disclose the amount of discount to the guest.c. Consult MOD, if necessary.

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DEPARTMENT Front Desk PROCEDURES # FD- 108

PROCEDURE FD108- Rate Override

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To outline the procedures when a rate override for a given guest is needed.

PROCEDURE

There will be times when we at the front office will need to override a given rate for a guest. It is crucial that this is done correctly with the appropriate back up to support the decision. We will have someone at all shifts given authority to do so as long as they are trained on when it is appropriate and the reports to back up the reasoning. If done so make sure to also record it in the End of Shift Pass On.

Should a guests’ reservation rate need to be overridden for a given reason make sure the supervisor is aware of the situation and the reasoning behind it. After this the following steps MUST be taken:

1. Place in the comments that this was done and the reasoning behind it. 2. From the existing reservation, click the Edit Rate icon in the Room Information panel.

3. Enter the new room rate in the Night Rate field.4. The Rate Ovr checkbox will automatically check when you tab away from the Nightly Rate field.

Click OK to save the changes.5. The Room Information panel now displays the new rate and the Overridden Rate flag is set to

Yes, indicating the rate has been overridden.

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DEPARTMENT Front Desk PROCEDURES # FD- 109

PROCEDURE FD109- Upsell Program

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To outline the procedures of Le Meridien employee incentive program.

PROCEDURE

Room Types

Front Desk Manager/ Director of Finance will determine which are more desirable rooms, which can possibly translate into revenue increase.

Location of the rooms can be a factor as well (i.e. views, quiet rooms, away from the elevator.) These are just some examples on how we can generate revenue for special request rooms.

Identifying of Potential Buyers:

Everyone is potential buyer, but at the front desk we can determine and narrow down the opportunities by reviewing the arrival reports.

Duration of stay is an option. Usually guests who are staying for multiple nights will be interested in having larger rooms for their stay.

Number of the guest in the room should be an easy indication of the guest needs. If we can anticipate the needs before their arrival, we can be better prepared to upsell. This can be done by contacting the guest or by asking at the Front desk.

Upsell Incentive Amounts:

10% of the difference between what the guest originally purchased and the upgraded rate. Will be calculated per month and only if the guest has departed with the bill paid will you

received the incentive.

Some Points on “When” and “How”

The best and easiest way is when we have a high occupancy night before the guests are trying to check in early and their room type is not available. All early arrivals should be offered this program since most of our guests do not want to wait for the room.

Know what you are selling. Anticipate your guests’ needs and see if the guest may need more space or higher floor. Longer stay guests may also want extra space for added comfort.

Location is a very important tool as well. If a guest prefers higher floor, quite room, or a room with a view all these factors attribute to revenue growth.

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Lightspeed Procedures:

Access the Options Menu in the reservation and insert a Fixed Charge Utilized Transaction code: Room Upgrade Include the amount of the Upgrade and add the original room type and the room type agreed to

upgrade to. Be sure to add your initials or name in the comment field.

Back of House Procedures:

Once guest is ready to check into upgrade room, guest will need to sign the Upgrade Agreement Form.

You will put the signed Upgrade Agreement Form into the Upgrade compendium for date of departure.

Place the difference in rate for the upsell into the Upsell Tracker Excel sheet on the day of departure.

Once guest has checked out of the hotel, retrieve the guest folio from Lightspeed, highlight the charge per day on the folio, and staple the Agreement form and folio together then place it back into the compendium.

Rules and Regulations of Incentive Program:

Overbooking of room types for personal gains is strictly prohibited and will lead to cancelation of the upgrade and is subject to disciplinary actions.

Pay-out for hourly staff will occur at the end of every pay period and must have the approval of the Front Office Manager, Hotel Manager, and Director of Finance. Pay-Out for manager’s incentive will occur once a month, after months end, to determine whether monthly goals have been met Front Office Manager, Hotel Manager, and Director of Finance must approve.

Upgrade must be charged in the PMS system without adjustment, and a copy of the rate change will be attached.

Upsell rebates upon check-out nullifies incentive pay out. Upgrades done by Managers cannot be paid out. The paperwork must be kept in the folder for

back up purposes. The upgrade revenue will count towards mutual monthly goals. Walk ins are not upsells. Room upgrade is recognized only when the upsell effort is made from

already reserved room category to a higher one. Management reserves the right to suspend, modify or cancel transaction and program.

Recognition and Rewards:

To make this program interesting and to develop healthy competition between Front Desk Agents the result should be announced as often as possible. This kind of actions motivates Front Office Staff to utilize this option and in return it impacts the hotel revenues.

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DEPARTMENT Front Desk PROCEDURES # FD- 110

PROCEDURE FD110- Guest Escorts and Follow Up Calls

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To welcome and direct Guests to their accommodations, and proactively address their needs. To ensure Guest satisfaction through follow-up calls rather than waiting for the guest to call and request something.

PROCEDURE

Guest Satisfaction should be systematically ensured shortly after the check in process has concluded.

To Proactively support the Le Meridien service initiatives, we pamper our Guests for the moment of check in. Like this, after check in procedures are completed, every single Guest is:

1. Escorted to the elevator.2. Guest is assured that the luggage will be delivered shortly.3. When elevator door open, simply prompt to the sensor which is active when Guest’s keys are

used.4. Ensure that room keys are functional to use in public areas.5. Wish Guest an enjoyable stay and refer yourself as a contact.

Follow up calls should be conducted 15-20 minutes after the guest checks into the room at the desk (about 10 minutes after guest is in the room).

1. The Front Desk Attendant should call the guest room and offer a greeting.2. The Front Desk Attendant should inquire if there is any way they can offer additional services.3. If the guest requests something the Front Desk Attendant should ensure that the request is met.4. Close the call by thanking the guest.5. Follow up on any requests and keep in contact with the guest, as necessary.

Follow up calls show that we really do care and we are taking the extra step to keep the guest happy.

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DEPARTMENT Front Desk PROCEDURES # FD- 111

PROCEDURE FD111- Day Use Procedure

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To offer an additional rate for clients looking to stay at hotel for only the day and not overnight.

PROCEDURE

Any Day Use room reservations must be created on same day of arrival to verify occupancy. This is done to see if there is availability for early arrival as well as the ability for the housekeeping department to hang the room for the next day. A day use room must be created In-House and will need to be closely monitored as to make sure the guest has departed the same day. A Day Use Room will be scheduled as a room available from 9:00am to 5:00pm Monday through Friday.

To create a Day Use Room the Front Office Associate will need to:

1. Create a one (1) day reservation for the guest through Lightspeed or Empower, https://www.marriott.com/hotels/travel/stlmy-le-meridien-st-louis-clayton/.

2. Once the reservation is created and you can see the reservation in Lightspeed you will place a comment in the system, “Day Use Room. Guest will depart by 5pm.”

3. You will change the rate to 50% of Best available rate as seen online from Marriott Website (Refer to FD-108, Rate Override).

4. Notify the MOD as to report to hotel line up about the Day Use Room and email Housekeeping once the reservation is made and which room the guest will be placed in.

5. After your shift has completed please place in your pass on that a Day Use room has been created and will be departing at 5pm.

6. When the PM Agent receives notification that a Day Use Room has been utilized you will contact the guest at 5:00pm asking if assistance is needed and will send a bellman to the room (if requested).

a. If guest does not respond, send a bellman to see if guest has departed.7. Once we have verified that guest has departed, inform housekeeping that the room is now

hung.8. You will need to charge the guest the rate now that they have departed (verify the rate is

correct) and check out the guest.

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DEPARTMENT Front Desk PROCEDURES # FD- 112

PROCEDURE FD112- Guest Relocation/ Walk Policy

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To allow the highest level of service given the circumstances that a guest must be relocated to a different property.

PROCEDURE

REMEMBER: Do not relocate/walk Guests until your very last arrival shows up.

Should all reservations be guaranteed, it may be necessitating the need to a walk. Alternate accommodation and reasonable expenses must be paid by the relocating hotel, like:

Room & Tax at a comparable hotel room. Transportation to and from hotel offered (if necessary).

Aside for VIP members and Group Rooms, there are some corporate accounts that are under a No Walk Policy and those will be designated as DNW (Do Not Walk).

Take the following steps to ensure the smooth and “painless” walk process, take the following steps.

1. Call/email hotels in the area to ascertain availability and secure accommodations if necessary:a. Obtain Walk Rate.b. Acquire the names of the Manager on Duty for the time in question.c. Obtain necessary information such as hotel’s address and phone number which is needed to fill

out the Relocation or Walk Letter.2. Apologize to the guest for the inconvenience and attempt to make this as smooth a transition as possible

for the guest.3. Prior to canceling a reservation, add remarks and comments on where the guest was relocated to, for

example: “Relocated to X Hotel”. When canceling a reservation, make sure that we put remarks/comments on the Cancellation Screen that states, “Do not Charge, Guest Relocated”.

4. Forms to be completed:a. Complete the Relocation (Walk Letter). This list includes information on guest’s name, folio

number, company, number of covered nights.i. The Walk Letter is sent to the hotel which accommodates the Guest.

ii. If Guest is returning, room to be pre-blocked, time and date of relocation, and guest’s reaction.

b. A letter of apology and amenity delivered to the guest room upon the guest’s return.c. A letter of apology is also sent to a guest that opted not to return (email or hand delivery).

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d. Transportation Voucher

DEPARTMENT Front Desk PROCEDURES # FD- 113

PROCEDURE FD113- Group Arrival Preparation

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To ensure the highest level of service for Groups and Tours.

PROCEDURE

1. Before Groups’ Arrival, MOD is to attend Resume Meeting. It is held every week on Thursday at 4pm.

a. During the meeting as questions related to Front Office Operations:i. Time of Arrival/departure (altogether or scattered)

ii. Porterage Feesiii. Room Drops or any other services involved.iv. Room Types: Guaranteed or Run of House.v. VIPs, Upgrade Guaranteed, late check outs, amenities (free or at a charge)

vi. MOPs (all charges on own, guaranteed to Master, RT to Master, etc.)vii. Limit on routed charges (amount of meals, parking, included per diem, etc.)

viii. Scheduled events/ Transportationix. Discounted rates at hotel outlets (valet, pool, etc.)x. Any other Questions…

b. Make notes of the Group Resume Printout.c. Send Resume Synopsis email to All Front Office team.d. Attach your Group Resume printout (with your notes on it) to FD cork board in the back

office.2. On the day of arrival, fulfill necessary arrangements that are indicated on Group Resume.

Communicate the sequence of events to the bellmen team:a. If porterage charges are involved, be sure to indicate the completed task(s) and the

name of the bellman, e.g. “15 room drops @ $5/ Ryan E.”3. Any charges during the group’s stay must be communicated with the assigned Group Sales

Manager first. This is to clarify the contracted room rates, and MOP.4. No Shows must be communicated to the assigned Group Sales Manager to clarify whether

penalty applies.

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DEPARTMENT Front Desk PROCEDURES # FD- 114

PROCEDURE FD114- Pre-Arrival/ VIP’s

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

It is important that we recognize all VIP’s from the moment they first contact our hotel until the time they check out with us. Collectively we must be aware of who these individuals are at every moment.

PROCEDURE

VIP Levels are defined as Follows:

V1: CEO & President, Celebrities, Executive Team VIPs, Key Journalists and Reports

V2: Group Leaders, Site Inspection, Bride/Groom

V3: Repeat Guests, Long Staying/ High Paying, OTA VIP’s

Special Occasion: Birthdays, Anniversaries, Celebrations

How to Identify VIP’s- Front Office:

Front Desk agent will run “Arrivals: Detailed” report for the next three days to make sure all VIP’s are on the VIP list. Agent will use report to look at comments, profile notes, and special requests.

While assigning VIP statuses, agent is to acknowledge guest status (Repeat/ Long Staying/ Suite Guests) and merge any potential profile that may exist.

Front Desk agent will add a trace directed to IRD/FD/HK for amenities to be set in the room depending on VIP status, or a specific amenity requested by members of the executive office.

Amenities Suggestions:o VIP1-o VIP2-o VIP3-

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o SPEC OCC-o VIP3 (2 days or less) -__. VIP’s should automatically be upgraded to Premier rooms, if

available. Agent/ MOD will block rooms based on the VIP profiles (avoiding noise prone rooms. EX. ___

line rooms) and preferences the day prior to their arrival. “VIP Arrivals for the Next 3 Days” email must be sent out by the PM Shift at the end of their shift

to the “Le Meridien All Users” Distribution email list.

VIP Arrivals – Executive Assistant:

Executive assistant is responsible for amending the VIP arrivals email with anything that may be pertinent to the Executive team, and updating hotel staff with any changes made

Identify any VVIP’s and updating their status in Lightspeed (VIP1/VIP2) Communicating anyone that is a VIP visiting from corporate office, referred by corporate office,

or any other high-ranking VIP’s (Adding VIP’s picture, when available, to better identify them during your stay)

Special or custom amenities should be traced to “IRD and FD” along with a welcome card that is to be given to Amenities personnel. Amenity and welcome card to be placed in room prior to VIP arrival. Any special amenities are to be communicated to F&B management.

Special requests, profile notes (background notes), ETA, ETD, and room types are to be input in Lightspeed by executive assistant. Comments should also be added to reservation to quickly brief FO team of VIP.

Updated VIP email is to be sent out to department heads and corresponding managers to increase awareness and preparedness throughout the VVIP’s arrival, stay, and departure.

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DEPARTMENT Front Desk PROCEDURES # FD- 115

PROCEDURE FD115- Early Check In

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To allow guests the opportunity to check in upon arrival, even if it is before the Hotel’s arranged check in time.

PROCEDURE

Guest will often call to request or just show up with the expectation of checking in early. This is never guaranteed. However, we should always try to accommodate this request.

1. The Front Desk Attendant greets the guest appropriately.2. The Front Desk Attendant looks at the most recent reports to see a list of early arrival requests.3. If a room is available, follow with normal check in procedures (See FD-101 SOP).4. If a room is not available, offer to store the Guest’s luggage.5. Bellman to give them a luggage tag.

a. Luggage Tag number is recorded of the REG CARD.6. Guest is given the information about the property to the guest, letting them know they are

welcome to change cloths in our Lobby Restrooms or Fitness Center and begin enjoying the property.

7. Input the Guest’s name, register accompany Guests, phone number, and email in Lightspeed Profile.

8. Place the reservation on Queue (See FD-104 SOP).9. Front Desk to notify the Housekeeping Supervisor what rooms are in queue.10. Monitor Queue Rooms.11. The Front Desk Agent will contact the guest and let them know once the room is ready.12. Keys are prepared and placed into Queue Room holder box.13. Once Guest collects the keys, bellman to deliver the stored luggage to Guests’ room.

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DEPARTMENT Front Desk PROCEDURES # FD- 116

PROCEDURE FD116- Pet Program

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

The following program is put in place so guests can enjoy their pets while staying at Le Meridien.

PROCEDURE

Our goal is to provide a comfortable and memorable experience for our guests and their pets.

Front Desk Associates must obtain Guest’s signatures on Per Waiver (See Template on next page) and inform of applicable fees in case of in-room damages. No mandatory charges apply.

1. Front Desk Associate will inform our guest’s that they will not be allowed to leave put unattended in public areas. Pet Must be carried in arms or on a leash in the lobby or other public areas.

2. Present the Pet Waiver form to the guest, assist them with getting familiar with it, and obtain the signature (See Template on next page)

a. If Guest informs about the pet being a service animal i. It can ask only two (2) questions according to ADA (American Disability Act):

1. Is this a service animal?2. Does this animal help with your disability?

ii. It is illegal to demand paperwork, confirming disability?iii. There are two types of service animal, accepted by ADA:

1. Dogs 2. Miniature Horses

3. The hotel reserves the right to charge the guest’s credit card for additional cleaning and excessive damage caused.

Prior to Arrival:

1. If known prior to arrival or at check in, place the trace for every day of the Guest’s stay about “pet in the room”

2. The Guest room should be pet ready prior to guest arrival and should include the following items:

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a. Pet Bed b. Pet Amenity, such as treat or toyc. Food & water bowls with floor matd. One extra bed sheet neatly folded and placed of the guest bed (Guest can cover bed to

keep any dirt/ hair from getting onto duvet and sheets)3. If the room has not been previously prepared, housekeeping should bring these items to the

room immediately upon arrival.

Check in:

Before the pet is allowed in the guest rooms or public areas, the following must be addressed:a. Liability waiver must be read and signed by guestb. Pet-in-Room door hanger should be given. c. Advise guest door hanger must remain on door for the duration of their stay.d. Schedule a time for the room to be serviced. Trace the reservation.e. FD Agent to email HSKP (Copy FO) about Pet in the Room.

Departure:

Rooms Should be deep-cleaned and any excessive damages should be alerted to Engineering for repair and the MOD for assessment.

Any additional cleaning and excessive damage should be reported to the Front Desk to process additional charges to the guest’s credit card.

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DEPARTMENT Front Desk PROCEDURES # FD- 117

PROCEDURE FD117- Non-Smoking Policy Verbiage

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To execute the process of Smoking Fee Charges.

PROCEDURE

Le Meridien is a non-smoking property.

Smoking is allowed 25 feet away from building and never at the pool/pool deck.

In public outdoor areas, should smoking be disturbing, or interruptive to any other patrons, the Guest is to be informed and kindly relocated.

If smoking in the Guest’s room is detected by housekeeping, proof of an action must be presented (picture of cigarette packs in the room, etc.)

o Security report is in place All sources must be exhausted to make a direct contact with the Guest.

o Guest is notified about in-room smoking findings and applicable cleaning fees ($250.00)

o Should any damages occur (Like furniture, linen, or other in-room appliances), additional fees for repair may apply.

Should Guest be nowhere located by the evening before departure, a note must be placed in the room (see below)

Penalty must be applied and presented with the hotel bill.

“Dear Mr./ Ms./ Mrs. _______,

Thank you for your recent stay at the Le Meridien. We hope you enjoyed your stay and experienced our unique collection of treasures.

While cleaning your room upon your departure, we noticed the distinctive smell of smoke. As we confirmed at check in, Le Meridien is a completely smoke free hotel.

This note is to advise your that we have assessed you a $250.00 fee to help offset the additional cost of preparing the room for the next non-smoking guest. Enclosed you will find an updated folio.

We look forward to the opportunity to welcome you back.

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Sincerely,

Name”

During StayDEPARTMENT Front Desk PROCEDURES # FD- 118

PROCEDURE FD118- Usage of Your Business Card

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

Proactive usage of the business cards to attract and boost Repeat Guests volume.

PROCEDURE

Why?

1. To establish a personal contact. Guest always prefer to “deal” with one person instead of contacting multiple team members.

2. To invite Guests back and suggest booking with YOU directly.3. In case of an incident, refer to yourself as a direct contact. This builds a confidence, creates a

sense of trust between the Guest and the Hotel.

The occasions when business card can be used:

1. At Guest’s arrival or departure.2. With an amenity card.3. In case of an incident or if the Guest requires assistance.

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DEPARTMENT Front Desk PROCEDURES # FD- 119

PROCEDURE FD119- Room Moves

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

Often the situation will occur where a guest needs to be moved to a different room. The following procedure highlights this process.

PROCEDURE

1. When a guest requests to change rooms inquire why they are making the request.a. It is important to find out if they have a complaint and if it can be resolved before

changing rooms. Keep in mind that room place an additional stress on the operations an additional “dirty room” will be created for Housekeeping. However, guest satisfaction always comes first.

b. Advise the Guest to leave their luggage packed by the official check out time, if possible. In this case, Guests are not being distracted from their daytime arrangements, and the luggage is moved without their presence.

c. FD Agent to inquire whether any valuables are in room. In certain situations, Guests might prefer to be present during the room move.

2. Review matrix and occupancy before creating and confirming room move for guest.a. If no rooms are available, apologize to the guest and assure them the Hotel will try again

the next day.3. Choose a room for the in-house guest to move to.4. Contact Housekeeping informing of Room Move.

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DEPARTMENT Front Desk PROCEDURES # FD- 120

PROCEDURE FD120- Showroom/ Site Inspection Process

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To effectively make showrooms available for site inspections.

PROCEDURE

Site Inspections are scheduled by Sales/ Catering team, with the purpose of promoting the hotel product. An advance calendar invite is sent by the Hotel Sales to Le Meridien All Users.

Night Auditor is to record the Site Inspection in Daily Update.

Showrooms:

1. Depending on occupancy, the designated set of showrooms may be blocked and inspected so it can be ready for all site inspections.

2. Showrooms should include one of each room types, and should be the same rooms consistently, If possible.

3. All showrooms should have the channel playing music or promo-video on the television.4. All showrooms must be re-inspected by the Housekeeping Supervisor the day of a site

inspection to ensure that the room is ready.

Site Inspection:

1. Check with Housekeeping to see which rooms are specifically prepared for Site Inspection.2. Site rooms must be under Out of Service Status (still available for Sale as a last source)3. Front Office team must familiarize themselves with the name of the company and its

representatives, time, Sales Manager/ Coordinator leading the site, etc.4. Front Desk Attendant must email the Room Numbers (with corresponding room types

description) at least 30 minutes before the scheduled sites…

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DEPARTMENT Front Desk PROCEDURES # FD- 121

PROCEDURE FD121- Use of Guest Name

ISSUED/UPDATED

ROLE APPROVED BY

Bellman, Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To ensure Front Desk Attendants correctly acknowledge a guest.

PROCEDURE

There are many chances to interact with a guest and use the guest name. For instance, their name should be used during check in and when the guest comes to ask a simple question. Personalized guest interactions whenever communicating with them to build a great relationship that will not be forgotten.

1. Le Meridien Standard suggest calling the Guest by their Last name. 2. Notice the guest name on their luggage tag and surprise the guest by immediately using their

name.3. Observe the screen in Lightspeed upon check in to remember the guest name and use it at least

2 times during the conversation. 4. Pamper our repeat guests with lots of attention by welcoming them back.5. The Front Desk Attendant should introduce themselves by name and be proactive by giving their

name to a guest at the beginning and ending of an interaction.6. It is ok to ask the Guest for their name if not aware of it.7. If a guest name is difficult to pronounce, try to pronounce it first. If still unable to pronounce it,

ask the guest if they can help pronounce it correctly. It makes a big difference to show interest in something that is so important.

8. Remember the Guest’s name whenever possible! Building a relationship with the guest, will create something to remember them by. If a Front Desk Attendant remembers their name the next time they arrive, they will be “wowed”!

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DEPARTMENT Front Desk PROCEDURES # FD- 122

PROCEDURE FD122- Lightspeed “Flag/Trace” Comments

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To ensure Guest’s needs are fulfilled prior to arrival.

PROCEDURE

At the beginning of each shift, the Traces report should be printed for follow-up on any reservation/ in-house guest that requires attention

Front Desk Attendants is to review arrivals for the Next Three (3) days:o Any comments, related to the preferences about the room must be logged in Traces for

HSKP: The Traces, that require a single action are assigned for the arrival date (e.g.

high floor, preregistration is required, ADA room, request for crib/ rollaway/ fridge/ microwave, etc.)

The Traces, that require a constant follow up or reminder, must be assigned for every day of the Guest’s stay (e.g. service preferred at 2pm, hypo-allergenic bedding, toiletries for 3 people, three pillows are required, Guest travels with 2 pets, thermostat must be at 75 degrees, etc.)

o Should any Front Office Associate receive a last-minute request, or schedule a change to the Guest’s reservation, Trace for HSKP must be added (e.g. scheduled room moves, scheduled back-to-back reservations, scheduled late check out, etc.)

o If a change to the booking is a last minute, an Associate must respond to Housekeeping Reminders email thread (created by Night Auditor):

Front Desk Associates are to monitor new messages and inform Housekeeping Department about the changes.

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Benefits: This system provides for a designated section to place actionable items for reservations/ guests that require follow-up. It also allows for a quick printable report of what needs to be done for arriving/ in- house Guests that require attention.

DEPARTMENT Front Desk PROCEDURES # FD- 123

PROCEDURE FD123- OOO Rooms & OFF Rooms

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

The following procedure will allow you to place rooms OOO & OFF.

PROCEDURE

Placing Rooms OOO or OFF:

1. A guest room may be placed Out of Order (OOO) by the Guest Services Team with the purpose of performing Engineering and/ or Housekeeping related maintenance, cleaning, or repairs. This status is reserved for rooms for which the maintenance, cleaning or repair will take more than one day and absolutely cannot be sold during the day.

2. On Off Market (OFF) status will make the room unavailable for rent but will be counted toward the total rooms available to sell, Therefore, a room should only be placed Off Market if Room is prepared for Site, to show the Guest, or any minor repairs that must be completed by 4pm check in time.

3. OOO or OFF status must have clear notes, and a responsible employee name.

Procedures:

1. The Engineering/ Housekeeping team will inform the front desk of reason and length of time.2. The Front Office Personnel placing the room Out of Order or Off Market will place the room out

via Lightspeed with the reason of being placed out.3. The Housekeeping department will not assign any Out of Order Rooms to the Housekeeping

staff until the room repair or site is performed.

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4. The room is then inspected by the Housekeeping staff and if the cleaning is necessary, it will be assigned accordingly.

5. OOO and OFF rooms need to be reviewed at all shift meetings and stand-up meetings with Operations and Revenue Department.

DEPARTMENT Front Desk PROCEDURES # FD- 124

PROCEDURE FD124- Alerts ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To set an alert so that any guest notes/ requests are met accordingly.

PROCEDURE

Use the Alert function in Opera to make an important and immediate note for a guest, (for instance) “Obtain another form of payment from the guest.”

1. Alerts can be set up for Check in, Reservation or Check out screensa. Check in >>> pops up only upon the Guest’s arrival (e.g. hand a gift bag, Call MOD to

greet, etc.)b. Reservation >>> always Pops up, when entering the Reservation screen (e.g. Alias: real

name Will Smith, Additional authorization is on Window #2, etc.)c. Check out >>> Pops up only on the billing screen (e.g. Obtain different method of

payment, collect email address, email the receipt after minibar is posted, etc.)2. Do not use alert to type more detailed information about guests. These comments should be

noted in Profile Notes.3. Avoid creating multiple alerts on the same reservation. You may lose your “Audience” attention.

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DEPARTMENT Front Desk PROCEDURES # FD- 125

PROCEDURE FD125- Luggage ISSUED/UPDATED

ROLE APPROVED BY

Bellman, Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

Front Office Associates are to provide a warm, genuine, and seamless experience upon arrival and departure for all guests, focusing on luggage delivery.

PROCEDURE

Storage:

1. Luggage will be stored when guest room is not available upon guest arrival, upon guest request, or upon guest departure.

2. All stored luggage will be tagged.3. Guest is advised of No Overnight storage policy. Luggage is to be picked up by the end of the

day.4. The Front Office Associate will arrange for a Bell Person to assist the guest with luggage storage.5. If a Bell Person is not available, the Front Office Associate will proactively take the

responsibilities. 6. For luggage storage the Front Office Associate will obtain the following information to fill out

the luggage tag:a. Guest Nameb. Number of Bagsc. Guest Room Number, if applicable.

7. The guest will keep a numbered ticket for luggage retrieval.8. Luggage will be stored in the Bell Desk Storage Room.9. To retrieve the luggage, the guest must present their ticket:

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a. The photo of the luggage stub/ Ticket is acceptable b. Guest must be informed that the items will be retrieved to any person, who presents

the stub10. For luggage retrieval, the guest ticket number must match numbers attached to the luggage and

number of bags.11. Storage room must always remain locked when left out of sight.

Delivery to Room:

1. When the guest checks in at the Front Desk with their luggage, they are asked if they need help with their luggage.

2. If the answer is yes, the Front Desk Associate will continue that request to Bellman3. When the guest’s reservation is placed on Queue, record the luggage ticket number on the

registration card:a. This information can be used for luggage delivery at Guest’s check in.

4. Luggage could be also delivered by the Airline crew. If this is the case, inform the Guest that deliveries might occur at any time of the day.

a. Inquire how many pieces are expected.b. Ask if bellman can contact the Guest and deliver the bags at nighttime, or if storage

(until the next day) is preferable.

Important: Luggage is not stored:

Overnight: (All luggage items must be collected back the same day)o Any items which were not collected the same day, must be given to housekeeping to be

stored at Lost & Found: Lost & Found items are discarded after being stored for 30 days If the item belongs to a Guest with a future reservation, notify Front Office. They

will place a note to remind FD to contact the Guest For Non-Hotel Guests: Any Guests not registered at Le Meridien, they are not allowed to leave

their belongings stored at the Front Desk:o Unless a hotel Guest is ready to take responsibility for the items stored.o In this case, put registered Guest’s name on the ticket

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DEPARTMENT Front Desk PROCEDURES # FD- 126

PROCEDURE FD126- Shoe Shine ISSUED/UPDATED

ROLE APPROVED BY

Bellman, Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

The following procedure takes place if the Guest requires shoeshine service.

PROCEDURE

Supplies (provided by Housekeeping): Shoe Brush, Shoeshine Polisher, Suede and Buck Cleaner and Care Kit, Shoeshine Polish.

Communication with the Guest:

Any requests, received before 5pm on a given day, will be completed on the same day. Requests, received after 5pm, will be completed the next day by 10am (unless later time is desired)

Steps to take (employee must always wear latex gloves):

Bellman is to pick up shoes once the service is requested by the Guest. Shoes must be placed in a bag (Plastic or paper bag) The room number must be noted on the bag Bellman is to shine shoes in the dedicated space in the luggage room. Gentlemen’s Shoes:

o Dust off the shoes, using an applicable brush or a clotho Apply the correct shoe polish to the shoe (use natural polish, if the color of the shoe is unusual),

using the brush of the designated color. Use the polish sparingly. Circular motions are recommended when using brush or a cloth.

o Continue with the previous step until the shine is achieved.o Finish the polishing of the shoes on the tray and proceed with a delivery back to the Guest’s

room. Ladies’ Shoes:

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o Never use brushes on ladies’ shoes! The material is often finer.o Apply the polish/ cream, using the soft cloth. Never mix the color of the cloths.o Let the polish dry on the shoe.o Dry and buff the shoe using a towel rag or soft cloth (like the men shoes).

Suede Shoes:o Dust off before applying the spray.o Use only the suede brush. Do not brush with the regular brush. Then spray again, allow to dry

and brush one more time. Runners/ Walking Shoes:

o For casual shoes, it is usually enough to wipe them with a damp cloth. Once shoes are shined, pull the laces tight and tie them together on each shoe. Place the shoes on a tray and deliver back to the Guest’s room.

DEPARTMENT Front Desk PROCEDURES # FD- 127

PROCEDURE FD127- Gift Delivery, Room Drops

ISSUED/UPDATED

ROLE APPROVED BY

Bellman, Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

The following procedure should take place when delivering a gift or any sort of room drop to the guests.

PROCEDURE

The receiving of the room drops must be expected in advance, based on the information provided in Group Resume and when attending the Resume Meeting. Bellman and other staff members must be scheduled accordingly.

1. Clarify with the Group Sales Manager, whether the Group Leader prefers amenities to be handed at arrival, or delivered to the Guest rooms:

a. The amenities handed to the Guess at arrival presume no additional charges.b. The amenities delivered to the Guests rooms are subject to the porterage fees.

2. Receive the organized all item(s) dedicated for handout/ delivery3. Print an alpha in-house rooming list via group code and have meeting planner highlight all

guests, who should receive an amenity.4. If Group Leader opted for amenity handout:

a. Place Alerts/ Comments on all group bookings to handout all amenities at arrival.b. If amenity was not given at arrival, it must be sent to the Guest’s room at no charge.

5. If a Guest Leader opted for delivery of the amenities to the Guest rooms:a. Send Bellmen with reports to deliver gifts to corresponding rooms.b. After delivery is completed, file reports and notify group coordinator about any “do not

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disturb” signs.c. Post-delivery charges to master account; accordingly, with notes indicating the name of

the Bellman and number of the room drops.d. In case of last-minute requests (pop-up delivery) that are not in the resume, send an

email to Group Sales Manager informing of pop-up delivery and applicable charges.

DEPARTMENT Front Desk PROCEDURES # FD- 128

PROCEDURE FD128- Guest Lockouts

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To minimize the time a guest is locked out of their room and to ensure proper identity before granting access.

PROCEDURE

When approached by a Guest who asks for access to their room:

1. The guest should be directly introduced to a team member who is qualified to assist them- Front Desk Agent or Manager, and their situation should be explained so the guest does not have to repeat their request.

2. The Front Office Associate should acknowledge guest diplomatically and discreetly.3. The Front Office Associate must request the guest’s identification card and confirm the name and room

number in Lightspeed.a. Should the guest have proper identification that matches the registered guest, you may issue a

key to the guest. If the guest has LOST his keys, issue a NEW key. If the guest has possession of his key, issue a DUPLICATE key.

4. Before handing the keys, check Lightspeed Reservation for Comments, or Billing restrictions to ensure that the room key was not deactivated due to no credit, security, name change or any other reason.

a. If any restriction is noticed, kindly notify the Guest of the incident, and attempt to resolve it. MOD to be involved in case of any sensitive matters.

5. Before leaving, the team member should ask if there is anything else, they can assist them with.

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If the guest’s ID is in their guest room:

1. The Front Office Associate will ask for further information to confirm their identity such as last 4-digit of CC on file, Phone Number, email address or home address on the reservation.

2. Once those have been confirmed, the Front Office Associate will dispatch Engineering requesting Key Assistance:

3. Unregistered guests are not allowed access to guest rooms.a. Front Desk Associate may contact the Registered Guest, and request permission for visitor in

question to access the room. If no Response is received, unregister visitor is NOT allowed to access the room.

b. If the Unregistered guest is not satisfied with the Response, the person should then be escalated for further assistance by a member of the Front Office Management team.

If a guest has lost their key, the same steps will be followed to confirm their identity before a new key will be made.

DEPARTMENT Front Desk PROCEDURES # FD- 129

PROCEDURE FD129- Safety Deposit Box Administration

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To Increase the awareness and support constant flow of communication with HK department on a subject of changes in reservations.

PROCEDURE

When receiving a guest request to use a hotel safe deposit box, the following steps are taken: Confirm guest name and room number by checking a photo ID and verifying with Lightspeed. Escort the guest to the safe deposit box room. Ask the guest to fill out the Safe Deposit Box card, ensuring all fields are complete. Explain the safe deposit box procedures and ensure the guest understands that only

the person(s) who sign the safe deposit box card will be allowed access to it. Choose a safe deposit box according to the size of the items for storage. Use the master key and guest’s safe key to open the box for the guest and provide privacy to

the guest when placing his/her belongings in the box. Give one (1) key to the guest and place the master key back into the key cabinet. File the completed form according to safe deposit box number in the designated location. Anytime the guest requests access to their safe deposit box, the guest should complete

an identification record slip, and their ID and signature should be confirmed by the Front Office.

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Surrendering a Safe Deposit Box Confirm guest name and room number by checking a photo ID and verifying with Lightspeed. Escort the guest to the safe deposit box room. Use the master key and guest’s safe key to open the box for the guest and provide privacy to

the guest when retrieving his/her belongings from the box. Check that the box is completely empty. Ask the guest to sign the bottom of the Safe Deposit Box card to acknowledge they are

surrendering the box and releasing the hotel of responsibility for their belongings. Collect the guest’s safe deposit box key.

Notes If a guest loses their safe deposit box key, MOD must be informed and together with

Engineering, and the guest, the lock must be drilled open. The guest will be charged for the replacement lock. If a guest checks out without returning the key, the safe deposit box will be opened after

the period stated on the safe deposit box card. Safe deposit boxes are only for use by in-house guest. Any safe deposit boxes usage by Talent must be approved by MOD and Director of Finance

Key Inventory Every Sunday evening, the MOD will ensure a complete safe deposit box key check is

done. This must be carried out as follows:

o All safe deposit box cards must be verified against an in-house guest list to ensure the guest name, room number, and safe number is accurate. Where a room change has taken place and safety box form has not been updated, this must be updated by the Front Office carrying out the check.

o Any safe box forms identified for previous guests or vacant rooms must be noted on the safe key checklist and followed up by the Manager On Duty. The folio bucket must be checked to see if a live safe registration form is in place. If the room is vacant, the guest’s name from safe box form must be checked to see if it has been a room move.

o If the guest is not in house, their date of departure must be established from previous departure lists and their documentation checked to see if their safe registration form has the termination section completed. If the termination section has been signed as key returned the key should then be listed as missing and loss of keys process should be followed.

o If the termination section has not been completed, the Manager on Duty should check to see if the guest has a return stay reservation. If no return reservation is found, the key should be listed on the safe box checklist as ‘Query’ with an explanation.

o Once the check is done, the completed safe box checklist with explanations on queries and follow up required, must be signed and dated by the MOD and given to the Front Office.

Loss of Keys If a guest informs the Front Office Associate that a box key has been lost, then the

Manager On Duty must do the following:o Inform the guest of the cost and process for having the lock drilled and arrange a suitable

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time to have this done with the guest in attendance.o Inform the Front Office, Engineering and all members of the shift that the box key has

been lost, along with the arrangements made with the guest for the box to be drilled.o Enter in the logbook the details of the lost box key and the arrangements made to ensure

any shift following are also aware of the situation.o Manager On Duty will then have the key slot sealed until the safe is drilled to ensure the

box cannot be accessed by anyone else. They will also arrange for the box to be drilled at the agreed time along with arrangements for repair of the box.

o Manager On Duty must ensure that once the box is being drilled, the charge is applied to the guest folio.

o When the box is being drilled, the guest, Engineering and the Manager On Duty must be in attendance. Once the box has been drilled, termination of facilities should be carried out in the set manner outlined above.

o Manager On Duty must ensure the guest signs the safe box emergency access form, to verify that the retrieval has been completed to the guest’s satisfaction and that they is willing to accept the charge.

Accessing a safe deposit box when a guest is not present: Under some extreme circumstances, it may be necessary to access a guest’s safe deposit box. Written instruction must be given by the General Manager to the Manager on Duty for the box

to be opened. Engineering and Front Office must be present when the safe is opened and a full list of enclosed

items must be completed and signed by all parties present. The items should then be sealed in a new container and the seal signed and witnessed by all parties.

The Front Office will then hold the items in safe keeping until they are claimed or returned. Full details of the circumstances must be recorded in the Manager on Duty’s Logbook.

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DEPARTMENT Front Desk PROCEDURES # FD- 130

PROCEDURE FD130- Guests Receiving Visitors

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

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PURPOSE

To ensure correct identification and registration of visitors for the safety and security of guests.

PROCEDURE

1. If a registered guest receives a visitor, ask for the name of the visitor, time of appointment, the name of the guest and room number.

a. IT IS VERY IMPORTANT THAT THE VISTOR PROVIDES BOTH NAME AND ROOM NUMBER. We would like to preserve our Guest’s privacy by not revealing if one stays with us or not.

b. Unless a visitor knows both room number and Guest’s name, please do not confirm whether he or she stays at Le Meridien.

c. If only the last name is provided, you may respond “Let me double check if we have anyone with this name.”, and discreetly contact the Guest in question.

i. Communicate to the Guest the name of the visitor and ask whether it can reveal his/ her number.

ii. If Guest does not allow to reveal this information or does not wish anyone to know that he/ she is staying at Le Meridien, please communicate to the visitor about not having the Guest in house with the requested Last Name.

2. Verify that the guest is registered in Lightspeed.3. Call the guest in their room and inform them about the visitor.4. Offer to connect the visitor to the guest by telephone.5. Sometimes, the Guest might request to escort the visitor to the room.

a. Communicate the room number to the visitor and use your master key to give access to a specific floor on the elevator.

b. If visitors claim having Guest waiting at the pool, please kindly ask to communicate with Guest to meet the visitor in lobby.

i. Do not grant access to the pool to unregistered visitors.6. If the guest is not in the room, record the visit and write a message to the guest.7. No visitor should be issued a room key unless guest has left written instructions in person or has

left a key behind for them.8. Any visitor to a room should be recorded at reception.9. Unregistered visitors, or individuals who fail or refuse to identify themselves while trying to

access a guest, should be politely asked to leave and Engineering will assist.

DEPARTMENT Front Desk PROCEDURES # FD- 131

PROCEDURE FD131- Wake Up Calls

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

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PURPOSE

To ensure wake up calls are given on time in a professional and personalized manner.

PROCEDURE

Wake up calls are available 24/7.

Wakeup call requested personally over the phone:

1. When a guest asks to schedule a wake-up call. Be sure to confirm and record am or pm to avoid confusion.

2. Offer the guest the option to pre-order breakfast or coffee.3. Offer a second wakeup call after 10 minutes.4. Record all details of the request on the wake-up call log and repeat it back to the guest for

confirmation.5. Enter the wakeup call details into Lightspeed 6. Any additional requests must be communicated to the applicable departments and added to the

reservation’s Traces.

Front Desk Agent is to call the Guest at the time of the wakeup call:

1. The call must be made no more than 5 minutes before or after the requested time.2. During the call, Agent must announce him/ herself, the current time, and the weather.3. If follow up call is requested, be sure to complete it as well.4. Should Guest not respond to the wakeup call:

a. Contact an Engineer and request to complete wake up call, by knocking on entering the room.

Any Breakfast pre-orders and pending overnight wake up calls must be communicated in PM pass on.

DEPARTMENT Front Desk PROCEDURES # FD- 132

PROCEDURE FD132- Guests Emergencies/ Doctor’s Assistance

ISSUED/UPDATED

ROLE APPROVED BY

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Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To arrange medical assistance for guests when needed.

PROCEDURE

If a guest requests a doctor, the Front Office Associate must discreetly ask what the problem is and if it is an emergency requiring an ambulance.

FRONT OFFICE ASSOCIATES ARE NOT TO PROVIDE ANY MEDICATION TO HOTEL GUESTS OR VISITORS.

1. If this is a non-emergency request:a. The Front Office Associate recommends that the guest calls first inquire whether their insurance

services with the clinic or doctor.b. Engineering Supervisor/ Manager and FO Supervisor/ Manager must be notified.c. Front Office Associates can recommend a clinic, call-in doctor, urgent care, or an emergency

room and provide the phone number and address of the recommended venue.d. Guest is to make phone call, as the doctor’s office might inquire sensitive personal and financial

information.2. If this is an emergency request:

a. Based on the severity of the situation, you may dial 911 and inform Front Office Supervisor/ Manager immediately.

b. Provide Base with the following information that will be requested by the 911 dispatcher:i. Nature of emergency (heart attack, stroke, etc.)

ii. Exact location of the individualiii. Whether additional Security needed.

c. Send an Engineer or Bellman to meet with EMS to escort them to the appropriate location.d. Console and make the individual comfortable until the emergency vehicle arrive.e. Provide first aid or CPR, if you are certified. Otherwise, request assistance from the Manager on

Duty.f. Front Office Manager is to complete a detailed Incident Report with witness statement(s).

i. Include the alarm number and what hospital the individual is transported to if applicable.

3. Front Office Supervisor/ Manager to follow up on Guest’s condition.a. Guest’s welfare check must be done same day of the day after by Front Office Supervisor/

Manager

DEPARTMENT Front Desk PROCEDURES # FD- 133

PROCEDURE FD133- Morning Huddle with Operations

ISSUED/UPDATED

ROLE APPROVED BY

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Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To provide transparency between the Front Desk and Housekeeping about today’s departures and arrivals.

PROCEDURE

Directly proceeding the Morning Hotel Line up the representative from both the Front Desk and Housekeeping will meet up any outstanding information that will be needed for the success of the day.

What you will need for the Meeting from each department:

Both Front Office & Housekeeping will want to bring a copy of:o Arrivals and Departures Reporto Early Departure Reporto Extended Stays/ Back-To-Back Reporto Priority Rooms List (Front Office)o Boards (Housekeeping)o Additional Information as needed

You will want to discuss the Room Readiness process for the day and any further information that could be useful for the given day.

In the case the front office needs a room ready by a certain time please make sure that is communicated to the team.

DEPARTMENT Front Desk PROCEDURES # FD- 134

PROCEDURE FD134- ADA Guest Rooms

ISSUED/UPDATED

ROLE APPROVED BY

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Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To ensure a high level of service to those guests who have certain disabilities.

PROCEDURE

There are 12 Accessible Guest Rooms, they are included in the 3 Room Categories: Deluxe Guest Room(King), Suite, and Executive: Room number#: 221, 307, 324, 614, 714, 814, 914, 1014, 1114, 1121, 1214, and 1414.

If a guest requests an ADA room, be welcoming and place a note on the reservation, as well as create a trace (for every day of stay) for HK. Guests’ request is not a guarantee, yet the following information can be provided:

1. If Guest request ADA room, and room category is not matching; Guest is accommodated with ADA kit (contact Engineering department).

2. All Accessible rooms will have the following:a. Detachable Showerhead b. Shower stools c. Support Rails in the shower and around the toiletd. Lower hanging bar in the closet spacee. Raised Toilet seatsf. Specialty Equipment:

i. Flashing Smoke Detector- All guest rooms have a strobe feature if the Fire/ Life Safety System is activated.

3. One Wheelchair is available to borrow. Contact the Bell Team.

DEPARTMENT Front Desk PROCEDURES # FD- 135

PROCEDURE FD135- Lost & Found

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services

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Manager

PURPOSE

To efficiently and securely handle the storage and recovery of Lost and Found items.

PROCEDURE

Lost & Found items found in a guest room after checking out should be delivered directly to Housekeeping. The Housekeeping Supervisor should contact the guest that checked out of the room and determine if the item belongs to them.

When items are turned into the Housekeeping Department:

1. All hotel team members will immediately notify the Housekeeping Office upon finding any lost & found item. The items will be turned into the Housekeeping Office as soon as possible. Any valuable such as wallets, purses, cameras, jewelry, cellphones, etc., will be turned into lost & found immediately.

2. Should the owner of the item be expected to return, kindly notify a Front Office Associate to place a note of the returning date. Note the future reservation of the location of Lost & Found, including its item #.

a. If item is not retrieved after 30-days period, FD will be notified.b. Housekeeping must be advised whether item should be discarded or kept for a longer period.

3. All articles will be placed into a bag and a Lost & Found Record slip will be filled out with a full and accurate description, location found, name of the team member who found the item, date, and time. The log will be legible and complete.

4. Once the slip is created a Housekeeping Supervisor will Log the item into the ALICE Platform with a full description of item including a picture of Item.

5. The Front Office assists all guests inquiring about lost items. The Front Office will check the ALICE log for the Guest’s item. If the item may have been left in a guestroom, a Housekeeping Supervisor will conduct a thorough search of the guestroom and, if necessary, question the room attendant or conduct lock interrogation.

a. If the item is found, the guest is notified, and the item will be prepared for shipment to the guest if they are unable to return or retrieve their belongings.

b. If the item is not found, the guest is notified. Every effort is made to locate the item. All efforts made are politely explained to the guest.

6. Housekeeping personnel will comply with local and state laws pertaining to the holding and processing of lost & found items. Items valued under $300 will be held for 30 days in the lost & found storage area. Items valued over $300 will be held for 90 days and stored in the Safety Deposit Box safe.

7. All unclaimed items at the end of the holding period, based of their value, will be returned to the person who turned to the item into Housekeeping.

8. All perishable items, liquor is to be discarded.

DEPARTMENT Front Desk PROCEDURES # FD- 136

PROCEDURE FD136- In-Room Safety Deposit/ Inquires about Malfunction

ISSUED/UPDATED

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ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager, Engineering

PURPOSE

To handle Guest’s requests about in-room safes malfunctioning.

PROCEDURE

FOR IN ROOM SAFE LOCKOUT INQUIRIES, CONTACT ENGINEERING VIA EMPOWER (GXP)

1. Guest room safes are required a unique code and will be opened by an Engineering Attendant or Supervisor in accordance with the protocols outlined below.

2. The battery replacement is handled by Engineering/ Technicians department.3. The safe is unlocked ONLY in the presence of the Guest, considering potential liabilities:

a. Front Desk Attendant must emphasize the Guest’s presence requirement upon the request receival.

4. Should Guest not be present in the room, the safe must not be unlocked

CURRENT GUEST LOCK OUT (CGLO) CALLS:

1. A safe that is locked due to a lost or forgotten code or malfunction that has occurred with the current occupying guest will be opened by a Locksmith or Supervisor ONLY if the registered guest is present prior to and during the opening.

2. Before any safe is opened the Guest’s, ID must be verified by Engineering Attendant. If their ID is locked in the safe, it can open the safe and then check the ID. Under no circumstance must a safe be opened, or the occupant of the room allowed to access the contents of the safe, if the person in the room is unable to confirm that he/ she is the registered guest in the room.

The following are appropriate forms of ID:

1. A valid photo driver’s license issued by the state.2. A state-issued photo identification card (issued by the Division of Motor Vehicles)3. A US Military ID4. A Valid Passport 5. A Voter’s Card6. Alien Registration Card

LOCKED FROM A PREVIOUS GUEST (LFPG) CALLS

1. A safe that is locked from a previous guest (LFPG) requires an Engineering Attendant to respond to the call and a witness to be present with the safe is opened. In these cases, the current guest ID does not to be verified.

2. Follow the Procedures to open the safe as outlined above. If items are found when the safe is opened, the Engineering Attendant will retrieve the items form the safe.

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3. The items retrieved will be documented on a Lost & Found ticket as per the Lost & Found procedures. Note that items that have been retrieved from a safe cannot be claimed as found items by team members.

DEPARTMENT Front Desk PROCEDURES # FD- 137

PROCEDURE FD137- Back-to-Back Reservations

ISSUED/UPDATED

ROLE APPROVED BY

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Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To ensure back-to-back reservations are registered properly with no disturbance to Guest experience.

PROCEDURE

Procedure for known Back-To-Back Reservations:

1. Follow check in process for arriving guest, FD-101.2. Confirm details of first reservation, if second reservation has the same room type make sure

second reservation is hard blocked in the same room.3. Swipe CC on the first reservation and authorize it, swipe CC on the second reservation and

authorize it.4. Have Guest sign two registration cards.5. Explain to guest that they will receive two separate receipts.6. Second reservation must be hard blocked (with notes) and placed on DNM (for example “B2B CC

already swiped”).7. Input Traces on both reservations. Address trace to HSKP, with verbiage “back-to-back

reservation, please service the room.”8. The Front Desk Agent will cut keys through the key system to ensure guest keys are working

through the entire stay.

Procedure for Pop up Back-To-Back Reservations:

1. The Front Desk Associate will pre-block all Back-To-Back reservations to the same room.2. The Guest is contacted and notified to pass by the Front Desk with his/ her ID and CC. The keys

are extended when CC is swiped for the second back-to-back reservation.3. Guest is checked out and checked back into the arriving reservation with the provided CC

authorized.4. Housekeeping will be notified about the stay over via email (respond to Housekeeping

Reminders email.)5. Guest’s keys are extended for room and public areas access.

DEPARTMENT Front Desk PROCEDURES # FD- 138

PROCEDURE FD138- Bed Bug Allegations

ISSUED/UPDATED

ROLE APPROVED BY

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Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

This procedure will instruct all team members of the proper procedures to follow in the event a guest makes an allegation of bed bug infestation inside their guestroom.

PROCEDURE

Bed bugs are small, nocturnal parasitic insects that hide easily in cracks and crevices, and feed on human blood. While bites are typically painless, the area around the bite can become irritated and inflamed. Bed bugs travel easily and can attach itself to anything. A guest can very easily and unknowingly transport the bugs.

Prevention:

A maintenance, inspection and pesticide application contract must be in place with a reputable and licensed pest control contractor.

Repair cracks in plaster and loose wallpaper. Inspect rooms upon vacancy looking for signs of infestation. Wash and dry bedding on the hottest cycle that is safe for the material.

Recognition:

Bed bugs are likely to hide in right spaces near a food source (humans). They are often found in the seams and folds on beds, behind headboards, or on plastic corner caps of bed frames.

They are likely to appear at dawn. May be visible as black specs in bed seams and folds. Small blood stains may indicate bugs

recently have fed. Generally black in color and ¼ of an inch but will grow and turn red once it feeds.

Steps to take if an infestation is suspected:

Have the past control contractor do a thorough inspection of the room and treat as needed. A report must be provided by the company. If the guest requests the report, the guest may look at the report but is not entitled to a copy.

Do not use the room until it is certified to be pest fee. Use the appropriate washing and scrubbing methods for the room. If a guest complaint generated the inspection:

o Immediately offer a new room to the guest and offer to launder their clothing.o Assure the guest that bed bugs do not spread disease. o Any request for compensation would need to be approved by the FD Manager.

If the room is inspected and found to be clean of bed bugs, the following will be used when following up with the guest:

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o “Any claims of bed bugs are taken seriously by the hotel. Your room has thoroughly been inspected by (name of pest control contractor), and no evidence of bed bugs were found inside of the room. All areas of the room have been inspected including, but not limited to, the mattress, headboard, box support, carpet, and nightstand. While we do understand your concern for having bug bites which has been documented, your guestroom is clear of any pest activity.”

Any internal emails should not use the words “Bed Bugs.” Instead team members utilizing email will refer to the claim as “BB.”

DEPARTMENT Front Desk PROCEDURES # FD- 139

PROCEDURE FD139- No Post Guests

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services

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Manager

PURPOSE

To identify to process of closing Guest’s in-room accounts.

PROCEDURE

All Guests provide the credit card at arrival to guarantee the coverage of the cost of the accommodations as well as my possible incidentals:

1. Front Desk Agents and Night Manager must run Credit Limit report to identify overages in spending at least once per shift.

2. Each Guest’s credit card is authorized for additional amount if the hotel expenses exceed the total authorization amount:

a. Be on Alert! At times, the Credit Card authorizations can be split between different billing windows.

b. Ensure to consider additional $50.00 daily incidentals authorization.3. If Guest’s credit card is being declined, please close the in-room account by activating a No Post

option:a. All Cash paying Guest must be automatically placed on No Postb. Send a note to the Guest’s room and input the pop-up message via Lightspeed PMS,

asking Guest to pass by the Front Office.c. If the Guest does not stop by the Front Desk within the next 12 hours, room keys must

be deactivated.4. Print No Post report in Lightspeed. Double check all room accounts, and be sure every room has

a reason has a reason to be on No Post (MOD to Pre-Approve NO POST List): a. Email the list of No Post rooms (along with the reason) to All Employee at Le Meridien.

5. Each shift’s MOD must double check Agents’ paperwork on the accuracy of Credit Limit report check and No Post accounts.

IMPORTANT: As all hotel team members are notified (via email) about No Post Guests, room account MUST NOT be re-opened for charges. Kindly ask team members for contact the Guests for payment.

DEPARTMENT Front Desk PROCEDURES # FD- 140

PROCEDURE FD140- Credit Limit Report

ISSUED/UPDATED

ROLE APPROVED BY

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Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To ensure that the Hotel minimizes the monetary risks a guest might cause.

PROCEDURE

Front Office Team must constantly monitor the credit of in-house accounts to ensure that credit risks are avoided. We do this, using a credit limit report. This report shows a listing of all the folios in house whose balance exceeds their credit limit.

This is completed once every shift.

1. Print out the Credit Limit report in Lightspeed. 2. Go to Front Desk and scroll down to In House Guests. Enter the room number and press search. Open the

reservation.3. Ensure that the Routing is set up properly, before reaching to the Guest.4. Check the balance and Authorization Amount fields. If the balance is greater than the authorized amount

more authorization must be obtained.a. It is imperative to include $50.00 daily incidentals authorization.

5. Every single Guest’s account must be checked upon:a. If the method of payment is a credit card, try to increase the authorization.b. Following the credit report, any remaining credit discrepancies must be handed over to the

Manager or Supervisor.6. Once the credit report is complete, sign in the top right corner and file the report.7. After performing the Credit check, please print a NO POST report:

a. Double check all room accounts and be sure every room has a reason to be on No Post (MOD to preapprove NO POST list).

8. Send an email to All-Employee Distribution to inform all outlets to guest who need to pay directly.9. Should hotel need additional funds to cover Guests expenses, please discreetly notify the Guest, using a

hand-delivered letter:a. If the Guest does not stop by the Front Desk within the next 12 hours, room keys must be

deactivated.

IMPORTANT: As all hotel team members are notified (via email) about No Post Guests, room account MUST NOT be re-opened for charges. Kindly ask them members to contact the Guests for payment.

DepartureDEPARTMENT Front Desk PROCEDURES # FD- 141

PROCEDURE FD141- Discrepant Report

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services

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Manager

PURPOSE

To correctly monitor room discrepancies.

PROCEDURE

Room Discrepancies occur when the Front Desk Status of a room conflicts with the Housekeeping Status of the same room.

The Front Office will monitor room discrepancies by printing the Room Discrepancy Report consistently throughout the day.

1. If a room shows occupied in the front office and vacant in housekeeping, the discrepancy is also known as a “Skip”.

2. If a room shows vacant in the front office and occupied in housekeeping, the discrepancy is also known as a “Sleep”.

3. Reference the Room Discrepancies Report and compare current guest status to determine whether the guest is In-House or Departed.

If a room is scheduled to Check Out today and shows a FD Status of Occupied but shows HSK Status of Vacant-

It is determined that the guest is no longer In-House and has departed the room but not physically checked out with the Front Desk.

o Check guest out making sure that the HSKP Status stays the same.o Ensure to set the room as Dirty Status (VD). You never know what condition the room ino HK Supervisor is to update the status to Clean/ Inspected.

On any other occasion, if Front Desk reports Room as Occupied and HSKP status is Vacant (also known as “Skip”):

MOD to personally check the room in question:o All closets must be inspected on the presence of any Guest’s belonging.

If it is confirmed to be vacant, Guest must be contacted to clarify whether the room is needed. Based on the Guest’s response, keep the room checked in, or shorten the stay and check the room out. Ensure to update Housekeeping with the Status of the room.

If a room shows Vacant in FD Status and shows Occupied in the HSKP Status (also known as a “Sleep”):

Contact the housekeeping department to re-confirm the room status. MOD is to personally check the room in the presence of Housekeeping. Ensure that the individual discreetly checks for any visible identification in the room (i.e. Luggage tags) to

ensure that the correct guest is registered in the room. Sometimes, a guest room might be inadvertently checked out of the system by the front desk.

DEPARTMENT Front Desk PROCEDURES # FD- 142

PROCEDURE FD142- Check-Out ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

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PURPOSE

To ensure that the departure process is concise, warm, and grateful, and that the last impression is a lasting impression of exceptional service. The interaction is sophisticated on brand (Le Meridien).

PROCEDURE

Express Check out services are available 24 hours a day, seven days a week.

1. Front Desk Attendant follows “Departure” process.2. Front Desk Attendant provides a warm and sincere greeting, recognizes guest appropriately

using the 10-5 rule.3. Addresses guest by name throughout interaction, as appropriate.4. When the guest approaches the Front Desk, ask them how you may be of assistance (not

“checking out?”) Once the guest confirms that they are checking out, ask guest for his/ her NAME, not the room number. If guest states the room number, still ask for their first or last name to confirm.

5. Front Desk Associate inquire about guest’s stay and exhibits a sincere desire and compliance to all requests. Make eye contact and smile throughout the interaction. Always ask guest, “Did you enjoy your stay Mr./ Ms./ Mrs. ______?”

6. Front Desk Attendant acknowledges any additional guests waiting in line with a warm smile and eye contact.

7. Front Desk Attendant provides a copy of bill for review into the guest’s hand. Review bill for accuracy prior to presenting to the guest for review. Always point out any deposit (if charged) and any other items that may need clarification to ensure guest understands the folio. ALWAYS HAND GUEST THE FOLIO…. Do not place on counter.

8. Front Desk Attendant confirms that everything is correct on the statement, “Mr./ Ms./ Mrs. ____ is everything correct on your statement?”

9. Payment method is confirmed. “May I settle your account to the AX/VI/MC/etc.… That we secured at check in?”

10. Print out final statement and automatically place check out folio in an Le Meridien envelope and place into the Guest’s hand.

11. Front Desk Attendant expresses warm and sincere thanks for staying at the property.12. Ask about luggage/ vehicle retrieval- “Have we offered your luggage or vehicle retrieval

assistance?”13. Front Desk Attendant escorts guest to the door and arranges luggage assistance if needed. If

Front Desk Attendant is unable to escort, any Attendant available will take the place of the Front Desk Attendant and proceed with the escort.

14. Attendant also offer assistance with directions and transportation.15. Attendant offers a warm and sincere closing and invites the guest to return.16. Ask if further assistance is needed. Offer to provide additional service, “May I assist you with

anything else?”17. Do not forget the say the 3 very important lasting impression last words: “Thank you for staying

with us”, “We look forward to your return” and “Have a safe trip home.”

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The checkout process should take no more than five minutes including waiting in line.

Remember…

1. Attendants proactively engage with guests, maintain eye contact and is extremely well spoken, polite, and clear, avoiding slang and phrase fragments.

2. All Attendants are attired in professional, clean, and well fitted uniforms and extremely well groomed.

3. Attendant maintains alert posture, no hands in pockets, folded arms, attendant avoids excessive personal chatting amongst themselves. Attendant does not smoke, drink, or eat in guest view.

4. Attendant does not decline any request without offering appropriate alternatives.a. Attendant is empowered by management to resolve guest issues immediately.

5. Attendant readily smiles and maintains and engaging expression.6. Attendant exhibits the ability to anticipate needs, not always requiring prompting by guest.7. Attendant appears to be extremely well informed about requirements within the department.8. Attendant appears to be generally well informed about entire hotel or obtains effective and

prompt assistance.9. Any special requests made prior to departure are confirmed during folio reconciliation.10. Service is not delayed or interrupted by waiting on the line, untended counters, more than three

phone rings.

If a telephone rings while Attendant is assisting a guest, Attendant excuses him/ Herself, answers the call, and puts caller on hold per telephone standards.

DEPARTMENT Front Desk PROCEDURES # FD- 143

PROCEDURE FD143- Express Check out

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

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PURPOSE

To offer a quick, efficient way to check out without visiting the Front Desk.

PROCEDURE

Express check out is involving the following steps:

1. A guest can check out using the guest room television.2. Lightspeed is notified.3. Check out proceeds the same as it is regularly done except there is no need for the guest or

their signature.4. The guest folio will be emailed to them within 24 hours of departure.

In case of post charges, the guest folio is emailed upon credit card charge being posted.

DEPARTMENT Front Desk PROCEDURES # FD- 144

PROCEDURE FD144- Due Out Process

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

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PURPOSE

To ensure all departure rooms are physically checked and updated in Lightspeed by Housekeeping, so they can be checked out by the Front Office Team.

PROCEDURE

1. At 12:30- Thirty minutes after the hotel check out time, The Front Desk Agent is to call all departing Guests and inquire of their check out time.

a. Guests are offered luggage assistance and help with transportation.b. If inquired about late departure, complimentary (1pm) of paid (50% of room rate till

3pm, 100% of room rate after 3pm) late check out options are offered.i. Preferred check out time is updated in Lightspeed.

ii. Any later complimentary late check out up to 2-3pm can be approved by the Agents. Use this privilege wisely. Take into consideration Hotel’s occupancy.

iii. The approval for any later check out times must be suggested by MOD.iv. Should the Guest not check out at a scheduled time, Front Desk Agent is to

apply a check out fee, and update Departure time.c. After calls are completed, check upon Housekeeping Discrepancy.d. All vacant rooms found vacant would be updated by Housekeeping, so that the Front

Office Team can have them officially checked out in Lightspeed.e. Guests, indicating they have late check outs an hour beyond the checkout time without

notes in Lightspeed, would be contacted by Front Office to understand what time they are requesting. Late check outs either at a charge of complimentary would then be granted on a case by case basis if available.

2. At 1:30pm- An hour and a half (90 minutes) after the hotel check out time, every due out room should have an update by Housekeeping to assist turning the rooms for our arriving guests.

3. The process of Housekeeping checking and updating departure rooms would continue until all due out rooms have been cleared.

DEPARTMENT Front Desk PROCEDURES # FD- 145

PROCEDURE FD145- Late Check Out & Early Departure Fee

ISSUED/UPDATED

ROLE APPROVED BY

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Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To outline the fees applicable in the event of Guest’s late departure or stay amendment.

PROCEDURE

LATE CHECK OUT:

Occasionally, a guest will request a checkout time later than the hotel’s regular check out time.

If room availability permits and the room is not blocked, check out time may be extended. Front Desk Associates can be flexible with extending late departures (complimentary or at a charge) if it does not affect negatively on Guests’ Experiences and hotel operations. MOD must be consulted in the event of occupancy of 75% or higher.

Please refer to Marriott Bonvoy Benefits as some guests receive late check out to a certain time based upon availability.

Below are the fees to be determined as late check out fees:

Until 12:00pm at no charge to the guest. Until 3:00pm with a charge of 50% of the room rate (on the given date) After 3:00pm, the guest will be charged a full room rate (on the given date)

All VIP members may take advantage of a complimentary late check out based on hotel’s availability

EARLY DEPATURE FEE

Occupancy, a guest may depart the hotel prior to his/ her scheduled department date. The fee for early departure is the amount of 1-night Room & Tax Should the reservation be non-cancellable, no refunds should be considered. As always, special circumstances such as emergencies should be considered prior to charging

the guest. The adjustments or exceptions must be approved by MOD.

Reservations TermsDEPARTMENT Front Desk PROCEDURES # FD- 146

PROCEDURE FD146- Profile Capture

ISSUED/UPDATED

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ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

For a Front Desk Attendant to gather as much information about a guest as they can.

PROCEDURE

1. Follow standard check in procedures (see FD-101 SOP).2. Ensure the reservation profile (billing address, email, phone number is complete.

a. The address can be obtained from the Guest’s Driver’s License.3. If the profile has missing information, always obtain additional information to ensure the Guest

Profile in Lightspeed is complete, including the email, telephone number and address of the guest.

4. If possible, obtain Guest’s birthday from ID (passport, driver’s license) and input in Lightspeed profile, especially with well-known repeat Guest’s.

REMINDER: The information on Guest’s profile carries over to any past or future reservations, and even is shared across the properties. Therefore:

The making a new reservation, look for the existing profile (rather than creating a new one). It will allow to keep the Guests’ profile history and use the opportunity to Welcome them Back!

Record Guests’ preferences, title, and any incidents in Guest’s profile. This will allow to be “fully prepared” to WOW, and surprise Guests with our sense of communication.

DEPARTMENT Front Desk PROCEDURES # FD- 147

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PROCEDURE FD147- Confirmation Letter

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To familiarize the team members with confirmation email verbiage.

PROCEDURE

Confirmation Email is the hotel’s way to communicate with the Guests about the reservation’s details, added benefits and hotel policies. To be precise, you may find the following information in the Confirmation letter:

Email Sent/ Received Details (Guest’s email, time, and date the Confirmation email was sent). Reservation Details (Guest’s name, arrival, departure, number of nights, rate plan-promo, room

rate, room type, confirmation number). Check in/ out time. Hotel’s Address. Cancellation Policy. Resort/ Facility Fee inclusive. Non-Smoking Policy. Reservation Guarantee policy- Advanced Deposit. Guest’s Details (Billing address, phone number).

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DEPARTMENT Front Desk PROCEDURES # FD- 148

PROCEDURE FD148- Gift Certificates, Friends & Family Rates, Employee Rates

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To familiarize team with the documentation required for reservations made with Gift Certificates, Friends & Family Discounts and/or Employee Rates.

PROCEDURE

Often, hotel accepts reservations on complimentary basis on discounted basis. There might be several reasons to that, like service recovery, marketing campaign, promotional rates, return Guests rates, and many more.

Note: Complimentary or House Use rate MUST be approved by Hotel or General Manager.

There are a few rate categories/ classifications that require the presentation of original documentation (see examples after this page):

Gift Certificate:o Must be signed by General Manager or Director of Sales.o Reservation to redeem must be made in advance with the members of Executive Office.o Get familiarized with the value of certificate and ensure that terms are granted (if

breakfast or parking or any other credits are included, add those in packages in Lightspeed).

o Attach the original of certificate to Registration Card.o Collect CC for the incidental.

Friends and Family/ Employee Rates:o Can be booked online by Marriott Associates, using the Promo Codes __________.o Does not include any additional perks, like parking, breakfast, etc.o Collect CC for all charges.o Guests with employee rates must work for Marriott Hotels Company.

If a person, checking in, is not a Marriott Employee or immediate family, the rate me be adjusted to Friends & Family.

o If Guest misplaced or forgot a certificate. For F&F rates, contact an employee (who referred a guest) via email to confirm

his/her referral. For Employee Rates:

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Inquire guest to email the certificate. Upon confirmation, rate is granted.

Gift Certificate:

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Discount Card:

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Employee Rate:

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DEPARTMENT Front Desk PROCEDURES # FD- 149

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PROCEDURE FD149- Cancellation and Deposit Rules

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To identify cancellation and deposit policies, and their procedures.

PROCEDURE

Guarantee by credit card: Reservation is allowed to modify/cancel online on your own before 48 hours prior to the arrival date and no cancellation fees. Should you wish to make full payment in advance, please contact our Central Reservation to discuss your details.

Cancellation/No Show Policy: Once a reservation is confirmed, please notify us by fax or email of any cancellation or modification of the booking at least 3 days (48 hours) before arrival for FIT bookings and 2 weeks before arrival for Group bookings in order to avoid a charge of 1 night’s stay to be imposed.

All guests must produce a valid passport upon Check-in: For any early Check-out, there will be one night early check-out penalty to be imposed. In an event of a guest No Show, a fee of one night’s rate will be charged.

DEPARTMENT Front Desk PROCEDURES # FD- 150

PROCEDURE FD150- No Show ISSUED/UPDATED

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BillingROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

If a guest never arrives to the Hotel for check-in, check below for procedures on how to correctly process this transaction.

PROCEDURE

Prior to running the Night Audit procedure, Night Manager is to assess the remaining arrivals and determine No Shows and Pre-Registered Reservation.

1. Check carefully upon remaining reservation’s comments, traces, and specials. If they mention early arrival, the booking must be checked in.

a. Comments are updated to “PREG date”.b. Information is included in shift’s pass on.c. If pre-registered Guest does not arrive by 11am, reservation must be shortened and

checked out.2. All other pending arrivals are checked about payment:

a. CC’s on non-guaranteed reservations are run for a charge once again.3. Run end of day procedures. Pending arrivals are classified as No Shows.

a. For bookings with prepayments, manually post No Show fee on each booking on a different PC (while Night Audit procedure is running).

b. For bookings without prepayments- no action is needed.c. If reservation belongs to a group block, inform Group Sales Manager about the penalty

before posting a charge.4. Save and include No Show report into Nightly Audit emails packet.5. Change the assigned rooms (to No Show bookings) to Pick Up status.

DEPARTMENT Front Desk PROCEDURES # FD- 151

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PROCEDURE FD151- Complimentary Rooms

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

Below are the correct steps to take to complete a complimentary room reservation.

PROCEDURE

Any Complimentary room reservation must have General Manager or Hotel Manager’s approval. This is done via email communication, copying involved parties (e.g. Front Office Manager, Revenue Manager, Sales Manager, Finance Team, etc.). The Reservation must state the reason for Complimentary room in comments.

The list of Complimentary rooms must be submitted with Night Audit email packet.

1. Once a request is put in for a complimentary room, it requires approval from the General Manager, or Hotel Manager. GM to provide a listing of all persons authorized to offer comp rooms.

a. Once approved, the Revenue Manager/ FOM/ DOF reserves a room using COMP or HOUSE rate code.

2. Monitor Guests arrivals in COMP rooms. If their $0.00 rate is approved directly by GM or HM, they might be VVIPs.

3. COMP rooms are also used, if granted as a recovery due to stay challenges:a. Can be granted by Front Office Manager.b. MUST be approved by GM or Hotel Manager.c. Issued in a form of Gift Certificate. Must be signed by GM or DOS (see FD-149 SOP).

4. Total number of complimentary rooms are included into Financial reports.

DEPARTMENT Front Desk PROCEDURES # FD- 152

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PROCEDURE FD152- Rate Code Configuration

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

Rate Codes carry and apply the discounted rates and promotional items to the reservations.

PROCEDURE

The hotel rate codes represent abbreviations that reveal the booking channel and promotional rates (discounts or perks). Typically, these codes transition between all Marriott properties and are very similar are their abbreviations. The first 2-3 symbols are corroborating to the Rate Class, which determines the origin of the bookings, mutual class of benefits, and even payment methods. Below are the Rate Classes, established for Le Méridien Rate Codes:

COMMONLY USED RATE CODESDescription Rate Code Benefits/InformationLeisure Rate 10LRRD,10LRRE,10LRRG etc.. Leisure Rate 12LRRA,12LRRC etc.. Regular Rate (Rack Rate) 12REGF

Rewards Member Rate12RMOC, 12RMOJ, 12RMOK

etc…

Cash N Points 25RWDF ($140.00)No Routing!- Verify E-Certificate, guest is paying cash portion at property

Rewards Cash Upgrade 25MCBB,25MCBE, etc…E-Certificate, No Routing Necessary guest to pay for rate displayed

Point Redemption Stay25MRYA ($141.00),

25PSFA ($106.00 or $98.00) E-Certificate; Routing must be setupRate made by Executive Office 33LRRC AAA Rate 42AAAD Verify AAA cardMarriott Bonvoy Friends & Family Rate 44RZZB Collect Discount Form & VerifyComplimentary Rate 62CMPPCX

PACKAGE RATE CODESBed & Breakfast Package 21BEDA,21BEDC etc… Breakfast for 2 in Café La Vie Kitchen

Comfort You Package 21RCUEBreakfast for 2 in Café La Vie Kitchen; $50 daily resort credit

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Signature Travel Network 21ZXXH,21ZXXM etc…

VIP; Breakfast for 2 in Café La Vie Kitchen; $100 Resort Credit; Late Checkout @4pm

Virtuoso Package 21ALVA,22 ALVH

Normally are STARS Guest-Breakfast for 2 in Café La Vie Kitchen; $100 Resort Credit; Guaranteed Late Checkout @4pm- Read Comments in RSV!!!

Third Party ReservationsBooking 34KXPK Collecting MOP for all charges

Priceline 34TZJC

D7,D9 = Routing- Pay attention to alerts! Single use CC for R&T is on file, set up routing accordingly & collect CC for incidentals

Expedia 30ZEXA,34XXPA,34XXPBCollecting MOP for all charges if under "Specials" there is no D7, D9

Expedia 34XPZC

D7,D9=Routing to be set up for DB, do not disclose rate, Collect CC for incidentals

Expedia Pkg 36XPWG

D7,D9=Routing to be set up for DB, do not disclose rate, Collect CC for incidentals

???? 36CVNO

D7,D9 = Routing- Pay attention to alerts! Single use CC for R&T is on file, set up routing accordingly & collect CC for incidentals

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DEPARTMENT Front Desk PROCEDURES # FD- 153

PROCEDURE FD153- Bonvoy Number

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To familiarize the team members with the Bonvoy Tier System (including benefits) and why it is important to the success of this hotel.

PROCEDURE

Bonvoy is the name of Marriott’s newly combined loyalty program, which brought together Marriott Rewards, Ritz-Carlton Rewards, and Starwood Preferred Guest. The new program name was announced on January 16, and it’s clear that with this new campaign, “Rewards Reimagined,” the world’s largest hotel company is looking to boost brand recognition for Bonvoy, as well as all 30 of its hotel brands. Bonvoy has 120 million members, arguably the largest loyalty program for a single hotel company.

Guest already has a Marriott Bonvoy number and is already on File.o Thank the guest for their loyalty and offer the guest, benefits available determined by

tier (please see next page for benefits) Guest already has a Marriott Bonvoy number but is not on the Reservation.

o Ask Guest what their number is and place it on file. Guest does not have a Marriott Bonvoy number and does not know about the rewards system.

o Offer guest to make a number and inform all they will need to create a number is already on file.

o Then go through benefits with guest during check in.

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Bonvoy Poster:

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BillingDEPARTMENT Front Desk PROCEDURES # FD- 154

PROCEDURE FD154- Adjustments/ Rebate Approval Process

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

This procedure defines the adjustment and rebate approval process for the Front Office Associate.

PROCEDURE

Front Office Associates are empowered to process rebates and adjustments to resolve guest issues. When guests request adjustments or rebates, be welcoming, courteous and allow the guest to explain. Despite the situation, apologize to the guest for the inconvenience.

1. When performing rebates/ adjustments, Front Office Associates must apply the credit to the service/ posting in question.

a. In Lightspeed the adjustments must be done according to the following instructions:i. Disputes, Errors, Declining CC: The adjustments must be done under same

corresponding Adjustment Posting code. For example, Parking must be adjusted with applicable code. Should the adjustment be done for postings generated from Micros (e.g. Café La Vie, Convenience store, etc.) every component of the posting must be adjusted according to its breakdown.

ii. Sales Promotions: Any Sales Promotions are typically included into the attached Packages. The Packages function accumulates the cost of breakfast of F&B credit. Should Breakfast of F&B credit not be accumulated by the reservation’s Package Option function (in Lightspeed)

1. Package Loss should be used to apply the credit.iii. Room Recoveries: In the instances of recovery for faulty equipment in the Guest

room (like malfunctioning A/C, no hot/cold water, noise complaints, etc.) ADJ- Guest Hospitality must be used as a Credit. Fixed credit to recover the Guests may be applied using the same rate code.

b. In Lightspeed, the following steps are taken for corrections (changes posted in error):i. Corrections are not adjustments. In case of the error posting, the hotel does not

gain or lose revenue.ii. Simply use the same posting code with an opposite balance.

2. If the Guest claims the charge is wrongfully posted, an investigation is in place: \a. Verify whether the order check has signature on it.

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b. Email the responsible venue manager to investigate on this matter.c. Get back to the Guest with the findings.d. If they are departing and we cannot adjust nor solve the dispute right way, close the

Guest folio, and charge CC on file. Inform the Guest. Should you encounter the resistance:

i. Leave the account open folio, following comments with initials on why it is left open folio and give our guest the option of emailing the final folio once it is closed.

ii. Open Folio must have clear comment and is expected to be closed within 48 hours.

e. After the investigation is completed, return to the Open Folio in question and follow Lightspeed procedures for “Adjustments/ Rebates.”

i. If charge is, in fact, belonging to the Guest (matches Guest’s signature) please share your findings with the Guest via email. You may attach the signed receipt.

ii. Remember to copy Front Office team in your email.3. Front Office Associates may only adjust up to $100 when necessary.

a. Anytime the rebate/ adjustment in question is about $100, Manager approval is required verbally at time of rebate/ adjustment.

4. When the adjustment is complete, hand the guest the folio and confirm the correct charges have been removed, if so, bid the guest farewell.

5. The adjustment MUST contain the detailed description of the reasoning for the adjustment. Not just “wrong posting” or “per MOD.”

6. At the end of each shift, alongside the normal cash out procedures, the Front Desk Agent must save the “Journal by Cashier and Transaction Code.” MOD must check the paperwork and attach it to the Shift Recap email.

DO NOT USE Miscellaneous of Adj-Miscellaneous posting for the Adjustments!!!

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DEPARTMENT Front Desk PROCEDURES # FD- 155

PROCEDURE FD155- Guest Room Charge

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To allow guests the ability to charge items to their room bill.

PROCEDURE

At check in all Guests are required to Pre-Pay the room fees, facility fees in advance in addition to the $50.00 daily incidental authorization. At Le Meridien, we understand how hectic the travel can go, and therefore offer some flexibility with the payment of the room:

1. Room, Tax, Facility Fees, and Incidental authorization is placed on the Guest’s CC:a. Hotel account is open for posting in the outlets- restaurants, bar, etc.

2. If Guest is unable to provide full prepayment, Room, Tax and Facility Fee can be in Cash. The incidental authorization is placed on CC:

a. Hotel account is open for posting in the outlets- restaurants, bar, etc.3. Third-party authorization form can be sent to another person to assume the expenses for the

Guest.a. Hotel account is open for postings in the outlets- restaurants, bar, etc.

4. Requires MOD’s approval (with Comments input on reservation): Room, Tax, Facility Fee is paid in Cash. Incidental authorization is also collected in Cash.

a. Hotel account is closed for posting in the outlets- restaurants, bar, etc. Account is placed on a STRICT NO POST, will not allow the guest to charge any consumption on the room.

Whenever charging to the room, the name and room number are verified. If they do not match, the restaurant, gift shop, etc. will call the Front Desk Agent to verify.

IF a guest disputes a guest room charge, the Front Desk Agent will follow the SOP for adjustment/rebate process. (see FD-153 SOP)

NO POST report is sent to Le Meridien All Users distribution list once per shift. Once No Post email in sent, Front Office Associate MUST NOT re-open the account for any outlet. Consult MOD, if needed.

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DEPARTMENT Front Desk PROCEDURES # FD- 156

PROCEDURE FD156- Retail Shop Room Charges

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To post charges and payments through Lightspeed for all items in the sundry store and increase the accuracy of the posting.

PROCEDURE

When guests arrive to the hotel to check in, they place a credit card to hold for the reservation and all additional charges including the Retail Shop. If a guest decides to purchase something from the store, make your you post it to their reservation.

1. When guest has decided on what to purchase assist them by grabbing the item from the overstock area under the glass drawers.

2. Walk the guest over to the front desk to confirm room to charge the item.3. Make sure to verify the price of the item.4. Verify they would like to charge to the card on file.5. Thank the guest for their loyalty and offer further assistance.

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DEPARTMENT Front Desk PROCEDURES # FD- 157

PROCEDURE FD157- Lost Credit Card Number

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To obtain credit card information in the event of the number being lost or washed off from Lightspeed.

PROCEDURE

Guests’ payment information MUST always be saved on Reservation Profile. Should at Front Desk Associate receive a request to switch or add a new credit card on a reservation, the existing method of payment must be copied over to available payment windows (unless there is an existing authorization):

The credit card information can be restored, if there is a processed payment on it in Lightspeed (e.g. deposit prepayment, or split payment at departure). Should a Guest for a Travel Agent inquire about a full of a partial refund to a CC that had been washed off, follow the instructions below:

1. Call to Elevon (Merchant Service provider at Le Meridien) at +1 (866) 868-3391 and follow the prompts To Retrieve Full Credit Card Number.

2. Use account number (or Hotel ID): 8036346669.3. You will additionally need: last four (4) of CC number, CC expiration, transaction date, and

approval code.4. When obtained, record full CC number.5. Save newly obtained CC number on the reservation profile (use any available Payment Methods

window slot.a. If the checkout happened earlier that the current date, you will no longer be able to

save CC number on the reservation profile.6. Preform necessary billing action: refund of charge needed CC.

IMPORTANT: After 90 days, CC number cannot be restored with Merchant Link. We must exhaust all sources to contact the Guest.

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DEPARTMENT Front Desk PROCEDURES # FD- 158

PROCEDURE FD158- Credit Procedure

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To ensure that guests establish credit with the Hotel at the time of arrival.

PROCEDURE

No guest shall be issued a room key without first establishing credit with the Hotel. The Credit Policy should be explained to each guest at registration. Credit can be established upon check in through the following methods:

1. Credit Card (Visa, Mastercard, American Express, Diners Club, Carte Blanche, and JCB) must be pre-authorized for all room, tax, and incidentals ($50.00 per day).

a. Credit Cards must belong to the Guest (ID to be verified against the credit card name). If the credit card does not match the name on the ID, do not proceed.

b. Should the Guest stay for more than 14 days. Payment must be settled every 14 days.2. Direct Bill- Payment should be collected for all accounts that DO NOT state “D/B all charges.”

This will he stated in the reservation prior to check in, by the credit or Reservations Manager.3. Cash payments are not valid methods of payment until time of departure. Credit Card is a

primary source of payment required to such as room service, restaurants, etc. (daily incidental authorization to the nearest $50.00).

a. If a guest does not have enough funds of credit/debit card or refuses to put one on the account to cover his/ her stay, it is required that the Guest pay for room, tax and facility fee at time of check in. Cash must not be accepted for incidental hold. Please consult MOD should Guest inquire to cover incidentals in cash as well.

b. If a third party wishes to pay for another guest on their credit card, a credit card authorization form must be completed (see FD- 158 SOP)

4. Cash advances are not permitted. Refer Guests to ATM (located Under Grand Staircase)5. Credit Limit reports are to be run and checked by each shift, AM, PM, and ON.

DEPARTMENT Front Desk PROCEDURES # FD- 159

PROCEDURE FD159- Third Party CC Authorization

ISSUED/UPDATED

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ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

When third-party requests to pay for another guest’s charges with their credit card, the following steps must be taken.

PROCEDURE

Sertifi eAuthorize is a web-based portal used to securely and electronically manage the sending/receiving of third-party credit card authorization forms on property. It does not process the actual payment; however, it completes a zero-dollar authorization to ensure the card is valid prior to it being entered into the hotel’s PMS system. Sertifi eAuthorize uses Marriott’s Single Sign-On (SSO) authentication process for logging into the portal and allows for varying levels of access to fit all property staffing models.

To send an authorization form to your customer, you must first send a file, and then add a payment authorization to the file:

1. Log in to your Sertfi portal.2. Click Send File for the home screen, or click the Send File tab. The Create File screen opens.3. Enter the following fields:

a. File Name- Enter a unique name for the file. The file contains the signature and reference documents related to the deal.

b. 1st Level Signer(s)- Enter the email addresses of the users you want to sign this file or click My Address Book to add signers directly from the address book.

c. CC(Non-Signers)- Enter the email addresses of the users that should receive a copy of the file.

d. Expiration Date- Enter an expiration date for the file. If no expiration date is entered, the file will expire after 180 days. You must enter the date in ISO format: YYYY-MM-DD

e. Message- Enter the message you want to appear in the signing room.

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4. Click Next.5. Select the authorization document for the document library.6. Click Finish & Send. Your customer receives the authorization form to complete.

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DEPARTMENT Front Desk PROCEDURES # FD- 160

PROCEDURE FD160- Third Party CC Payment- Onsite

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

When a non-hotel Guest is present to pay for another guest’s charges with their credit card, the following steps must be taken.

PROCEDURE

When a Third-Party Guest requests to pay for the Guest’s charges with their credit card being present physically at the hotel, the following steps must be taken:

1. Payee must be present at the Front Desk.2. Valid credit card along with Valid Matching ID is required.3. Swipe Credit Card in Lightspeed, place a charge for requested amount (Room and Tax, other

specific charges, fixed amount, or all charges):a. If covered for All Charges, kindly remind to the Payee, that Guest’s CC is not collected in

this case. Any possible hotel expenses, smoking, pet, damages fees will be billed on the provided CC.

4. Applicable Routing is in place.5. In case of changes in dates, CC holder MUST be contacted to approve this change:

a. If Payee is physically present, new updated Registration Card (reflecting the changes in date/ rates, etc.) must be signed.

b. Should CC holder not approve any changes, Guest must be required to provide an alternative method of payment.

FOLLOW UP:

Front Office Associate will print the Credit Limit report daily as a part of their check list.

Report is to be revised as followed:

1. If CCAUTH is for RT only, Pre-Deposit must be taken prior to guest arrival and a second credit card must be swiped upon check in to cover incidentals.

2. If CCAUTH is for ALL CHARGES, the authorization for the incidentals must be done prior to Guest arrival to ensure credit card works and no other credit card is needed upon guest check in.

3. If there is any discrepancy, contact the CC holder and inform MOD.

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DEPARTMENT Front Desk PROCEDURES # FD- 161

PROCEDURE FD161- Cash Variance Policy and Procedure

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To define procedures to properly identify, track and report cash variances (overage/ shortages) identified during the daily reconciliation of house banks and the monthly reconciliation of the general cashier’s vault and the house banks.

PROCEDURE

At Le Meridien, Front Desk Attendants, Front Office Supervisors, Night Auditor, and Front Office Manager are issued an individual Cashier’s Float and assigned to his/ her own vault. The amount of each house bank is to be set by the Director of Finance/ Controller. It takes two separate keys to open the vault. One of the keys is always attached to the vault. This prevents an individual from having a sole access.

Policy:

1. Cash variances (overage/ shortages) are to be identified during the daily reconciliation of house banks and monthly reconciliation of the general cashier’s safe.

2. All variances are to be reported to the department manager daily.3. Appropriate disciplinary action will be taken on occurrences of:

a. Making a drop without a witness.b. Making a drop and not properly completing the drop envelope.c. Not properly completing every line on the Drop Log Sheet.d. Comingled drops.e. Overages/ shortages exceeding $20 daily and $50 cumulative in a 30-day rolling

calendar period.f. Failure to have a bank key for a scheduled shift. The Team member will be required to

punch out and return with a key.g. Holding petty cash vouchers for more than five business days.h. Any other act which jeopardizes the security of the Hotel’s money.

4. All unexplained daily variances between $20-$50, and all 30-day rolling calendar cumulative variances over $50.00 required the following progressive, disciplinary action:

a. First Offense: Verbal Warning (in Writing).b. Second Offense: Written Warning.c. Third Offense: Final Written Warning.

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d. Fourth Offense: Termination.5. The following violations may result in written warning:

a. Losing a bank key.b. Leaving a bank or bank key unattended.c. Unauthorized credit card charges resulting in chargeback will be treated as a cash

variance.d. Failure to obtain proper check identification, resulting in an insufficient funds shortage.

6. The following list includes, but is not limited to, violations for which an associate may be immediately suspended, and subject to possible termination.

a. Misappropriation of Hotel or Customer money.b. Falsifying tip amounts, due backs, other credits, or any record.c. Removing house funds from the property.d. Holding in a bank I.O.U.’s or personal checks of individuals known to the cashier.e. Failing to properly credit guest payments to their accounts.

PROCEDURES:

1. The general cashier shall submit a daily Cashier Over/ Short Report to Director of Finance and all Department Managers who have cash handling personnel. A summary report will be distributed weekly to the same managers, and the Director of Human Resources and Director of Finance. The Month end total will be reconciled to the respective departments.

2. Monthly house bank audit variances will be immediately reported to the Director of Finance and Department Manager.

3. Any variance of $100.00 or more, or any accumulation of shortages equaling or exceeding $100.00 within one month will result in suspension on termination. The Hotel will consider variances that are corrected through research and reconciliation within the twenty-four (24) period when determining appropriate discipline. The hotel agrees that they will provide the associate with access to any relevant records and management assistance in resolving their discrepancies. Correction of variance because of the investigation does not preclude disciplinary action for the original cash variance; however, the appropriate level of progression discipline will be applied. The company reserves the right to prosecute any associate that engages in willful misconduct and/ or gross negligence.

4. The hotel reserves the right to terminate immediately any individual, or otherwise to take accelerated disciplinary action, when circumstances warrant, including cases of intentional wrongdoing.

5. Under this policy, continuous and/ or cumulative variances, as well as the loss of significant money may result in immediate suspension or termination.

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DEPARTMENT Front Desk PROCEDURES # FD- 162

PROCEDURE FD162- End of Shift and Cashiering

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To correctly complete the task of dropping cash, perform daily float audit and End of the Shift Cashier Closure.

PROCEDURE

At the end of the shift the Welcome Desk Agent will print the Journal Cashier and Transaction Code Report in PMS

Count bank in the back office, include all outstanding due backs, subtract the issued bank amount from the total and drop the difference in cash or a due back in case the bank is short as your daily drop. Should your bank be even no drop is necessary, only paperwork will need to be turned into accounting.

Welcome Desk Agent will sort all folio copies by Method of Payment and verify with Credit Card Report.

Welcome Desk Agent must have a copy of paperwork for all adjustments with manager’s signature, paid outs, etc.

After all work is accounted for, all paperwork will be bundled and folded up into one report. The Cashier Closing Summary will be placed on top of the report and the Welcome Desk

Agent will sign it Welcome MOD will assist Welcome Desk Agent with reviewing the Cashier Report and

once it is confirmed accurate, they will sign it. The report will then be dropped in the general cashier’s office/box.

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DEPARTMENT Front Desk PROCEDURES # FD- 163

PROCEDURE FD163- Debit Card Method of Payment

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

If a guest decides to settle their bill with a debit card, the following procedure is to inform them of the process and of the bank holds.

PROCEDURE

When an arriving guest checks in, please take the following steps:

1. Follow all standard check in procedures (see FD-101 SOP)2. Once the guest offers their preferred method of payment, please make note of the card to see if it

is either a credit of debit card. (See below):

If their preferred method of payment is debit card, please verbally explain the process before swiping the card as follows:

1. Although the authorized funds will show as a charge on their bank account, it is only an authorization (pending transaction, hold). However, the funds will still be unavailable until after checking out and until their bank releases them back to the account.

2. It is important to inform Guests in advance before authorizing the debit card:a. It may take up to 5-10 business days for the funds to be released back to the Guest’s

account. It solely depends on Guest’s bank.b. For international debit card holders, the release might take even longer time.

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DEPARTMENT Front Desk PROCEDURES # FD- 164

PROCEDURE FD164- Paid Out Process for Cash Refunds

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To pay out a guest their remaining balance from the folio.

PROCEDURE

1. If a guest has a credit balance of cash remaining on the folio, the folio is printed to confirm all charges are correct.

2. If credit balance originated from a different method of payment, e.g., credit cards, etc., a paid out cannot be issued in cash.

3. The guest is asked for an ID to confirm that the guest at the desk matches the name on the reservation.

4. Before issuing cash paid out to guest, Front Desk Attendant must verify with restaurant, room service, and HSKP, if guest has any pending charges or damages to be posted to account.

5. Guest must sign a paid-out voucher confirming the amount received (see Example).

Due Back Form:

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Downtime OperationsDEPARTMENT Front Desk PROCEDURES # FD- 165

PROCEDURE FD165- Back-Up Report

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To continue operations when computer systems are not working properly.

PROCEDURE

1. In case of emergency, certain information is necessary for the operations to run smoothly. Arriving Guest reservations, in house Guest information, occupied and vacant rooms, housekeeping status, and locations of mobility impaired, and hearing-impaired guests are all pieces in information which can be found in the back-up report.

2. The Back-up reports are email every four (4) hours to the members of Front Office.3. Refer to Arrival and Departure Registration process SOP:

a. Guest must be asked to write down their billing address, email, phone number and list accompany Guests on Registration Cards

4. Manual Credit Card Process:a. Full CC number, approval amount and approval code must be recorded on the back of

the Registration Card.5. Take a record of all changes in room assignments, like check ins, check outs, room moves, etc.:

a. Constantly communicate with Housekeeping on a subject of newly inspected rooms.6. When the systems are back, all newly obtained information must be transferred to Lightspeed:

a. Check in the arrived Guest to applicable rooms.b. Use Manual Authorization option to input obtained approval amount and approval codec. Update the room status information: change form Dirty to Clean/ Pick Up/ Inspected or

vice versa, whichever is applicable according to your notes.d. Transfer Guest’s billing and contact information from Registration Card to Lightspeed-

Guest Profile.7. Complete your pending tasks according to the shift checklist.

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DEPARTMENT Front Desk PROCEDURES # FD- 166

PROCEDURE FD166-System Down Procedure

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To Increase the awareness and support constant flow of communication with HK department on a subject of changes in reservations.

PROCEDURE

1. The Emergency Report will be automatically saved to the hotel’s local device every two (2) hours.

2. It is crucial that all agents are working only with one set of reports. It is even better to have one (1) agent act as Rooms Controller during a system shutdown for better control and to avoid confusion.

3. From the Emergency Report, refer to the guest-in-house by name and room as well as messages for guests for handling inquiries.

4. Ask Housekeeping to update the Room Status Report. This helps in manually assigning rooms for arrivals.

5. Refer to reservations by name for arrivals. 6. Perform the check-in process and if it is taking more time than usual, politely advise the guest

the system is down.7. Credit card authorization will have to be called in and obtained manually.8. Update the reservation by Name Report by marking the guests who have arrived and

recording the room number and credit card number.9. Refer to Departures and Open Balance Reports for guests who are checking out. Pay

attention to billing arrangement under routing Instructions. 10. Advise guest that a hard copy of the bill with a zero-balance will not be provided as the

system is down. Obtain a fax, mailing address or email from guest to send the final bill to.11. Update the Departures Report by marking the guests who have checked-out.12. Update the Room Status Report for every arrival and departure.13. When the system is back, check-in the guests who arrived, check-out the guests who

departed, update room status under Housekeeping accordingly.14. Ensure guest folios are handled as requested (by mail, fax or email).15. When Lightspeed has been updated accordingly, print a new set of Emergency Reports.

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DEPARTMENT Front Desk PROCEDURES # FD- 167

PROCEDURE FD167- Room Key Contingency Plan

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To provide sophisticated and personalized service to a guest needing room keys in the case of the system going down.

PROCEDURE

In the case the system goes down for the key card system (Saflok) follow this SOP. If entire system shuts down refer to both this SOP and FD168-System Down Procedure as a guide:

1. Apologize to the guest about delay in service and politely advise the guest the system is down.2. The Emergency Key Binder will be locked with the engineering team, please notify the

engineering agents that this will need to be brought to the front desk now. 3. Inside will be two pairs of keys for each room of the hotel with the number of the room printed

on top.4. You will take a log from the front of the booklet and print your name/ date of failure on the top

of the page.5. Once keys need to be distributed you will grab the appropriate key card from the sleeve and log

that you have taken one of the key cards.a. Log the guest full name, room number, time key card was issued and dates of arrival/

departure6. You will hand over the room master key to the guest and inform them that once the system

comes back online an associate will bring you new keys and will ask for the key back.7. Once the room master key has been returned, you will log the time in the appropriate section.

When trying to fix the system please call Lefcon directly and inform them of the issue.

Empower: Guest Experience (GXP)DEPARTMENT Front Desk PROCEDURES # FD- 168

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PROCEDURE FD168- Creating and Managing Amenity Requests

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To go above an beyond for our guests by offering an in-room amenity for our guests to enjoy.

PROCEDURE

1. Amenity requests are not displayed on your All GXP Open Cases view. They display only on the GXP Amenity Cases view.

2. To create a new amenity request, click New.3. Click the Amenity tile.4. Follow the usual process for selecting a guest using the Reservation Look-up button or

Continue without Reservation.5. Next, select the Amenity Name. You can enter a keyword first or leave the field blank and

click the magnifying glass.6. Select the desired Amenity Name in the left column. 7. Once you have chosen the amenity you must fill in the remaining fields on this screen:

a. The default Origin is Associate. Change the Origin to Guest if the guest is requesting (and paying for) this amenity. Remember, this selection determines which cost will be used.

b. Enter a Quantity. (If you are requesting 1 of this amenity, you may enter “1” here or leave the field blank. If you enter a Quantity greater than 1, it does not increase the Cost that is set by the Property Admin.

c. The Description field includes the description and other information included when the amenity was created on the Accounts page. You can click into this field to further edit the description, e.g. “include note card from GM.”

d. Use the “plus sign” icon to create additional amenities at the same time.e. The Amenity Requestor is a free-form text field for the person who requested this

amenity.f. Enter appropriate information in the Bill Information field. (Do not enter Credit

Cards here!)g. Either assign the delivery of this amenity to a specific GXP user or leave this field

blank if you have set up dispatch user groups and rules for case type Amenity.8. As with other cases, you can choose to Do It Now, Do It Later, or Close It Now.

DEPARTMENT Front Desk PROCEDURES # FD- 169

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PROCEDURE FD169- Guest History

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To keep track of Guest’s visits history, along with the preferences to ensure the recognition by staff members at every visit.

PROCEDURE

Follow these steps to search for the guest Contact in GXP, where you can review a guest’s Contact Details and see their previous cases.

1. Start by clicking the Guest Lookup button at the bottom of the GXP Screen.2. Select one of the tabs displayed here:

a. Guest Contactb. Res Futurec. Room

3. Select a tab, fill in the appropriate fields, then click Search to see the guest’s profile.4. To search for a Contact, you may enter either:

a. A Marriott Bonvoy Number & Last Nameb. An Email Address & Last Namec. A Phone Number and Countryd. A Combination of other criteria at the bottom of the screen.

5. To use the Res Future tab, you must enter a Confirmation #. You may also enter a Last Name and/or Arrival Date. (Click in the Arrival Date field to select the date from a calendar.)

6. Use the Room search tab only for guests who have already been assigned rooms. The search will include three days of arrivals, as well as the past 90 days of history.

You will always land on the search result screen.

Just verify that you are selecting the correct guest (by verifying Loyalty Number, Email address, etc.) Then click the Name of the desired guest to view their Contact Details.

The application will then determine if this guest has stayed at your hotel in the past or future to determine if you can access their profile. If you do have permission, you will be taken to the guest profile. If you do not your will receive an error message.

DEPARTMENT Front Desk PROCEDURES # FD- 170

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PROCEDURE FD170- Front Office Best Practices

ISSUED/UPDATED

ROLE APPROVED BY

Front Desk Agents, Front Office Supervisors, Night Auditor, Front Office Manager, Guest Services Manager

PURPOSE

To ensure our associates are keeping with Brand Standards by using inspections.

PROCEDURE

Property Admins should audit the Account page periodically (e.g. once per quarter) for the following issues:

o Use Case Subtype Customization to hide unused subtypes or to associate a delivery fee with selected subtypes.

o Make sure your Escalation Rules are working correctly (especially for chats and CEC cases), and that users are receiving appropriate notifications.

o Review the Currently Property User list. Delete users who have left the property.o In the Property Chat Response section, make sure you have appropriate messages.

Proofread carefully to make sure there are no spelling or other errors. Run the Guest Planning Screen (GPS) at least once per shift.

o Use a date range of 1-3 days out, or whatever is appropriate for your brand.o Use the data to improve your pre-arrival planning.

View the Executive Dashboard and share the information with your team:o View the Case Count by Sentiment tile and share “negative sentiment” cases with

housekeeping and engineering.o Change the date range to Filter by Yesterday and discuss the previous day’s incidents in

stand-up meetings. Spot check your Chat Report. Recognize users who are effectively chatting with guests. Ensure that all users are trained on Suite Night Awards (SNA). Make sure your inventory is

correctly set up in One Yield, then wait until cases show an SNA Status of Guaranteed of Denied before taking action in PMS.

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Front Office Checklist

Shift Checklist

Le Meridien: AM Agent ChecklistAgents ___________________________ Date: ________________

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Occ. % _______ Arrivals: _______ Departures: _______

Value $100 $50 $20 $10 $5 $1 Cents TotalAgent’s Count

Check Task TimesPrepare for shift: Lineup, Uniform, Earpiece, Master Key & Float, Events for the day, Pass On, Sites & Go over emails.

7:00am

Open Check List: Start Working on Tasks. 7:00amReview Resume Recap: See if any groups requested morning Reports. See that they are delivered or emailed to requested location. (If emailing reports be sure to CC Sales Manager also).

7:00am

Follow Up: Wake up Calls/ No Post Guests/ Queue Rooms/ Dirty Rooms. 7:00amF&B Reports: Arrivals, In House, & No Post. 7:30amNo Shows/ Missed Amenities: Print IRD Traces from Previous day. Mark all amenities, except for the CHECKED IN ones. Share with the server.

7:30am

Go Over Departures: Billing, Routing, Comments, Packages/ Credits 8:00amGo Over Arrival: Routing, Deposits, Comments, Profile Notes, Special Requests, VIP status, HK and IRD traces, Promotions, Comments, MOPs

8:00am

Add Alerts: Alerts for all reservations for possible enrollment opportunities for the day.

8:00am

Place DNMs: All HK traces place “Do Not Moves” on those rooms and create a comment saying “DNM- Housekeeping Traces.” If a room that requires defeathering of chemical free cleaners is showing as “inspected” before housekeeping has a chance to attend to the trace, please change the room status to “clean.”

8:30am

IRD Traces: Print. Communicate to IRD server/ Kitchen crew by 10am. 10:00amHK Traces: Print. Log in to GXP & Communicate with HK via Radio. 10:30amPackages: Contact Guest and Deliver & Arriving Guests’ Packages – Setup Alerts.

11:00am

By 12:30pm: No Unaccounted Departures. 12:30pmCheck COMP Code: Ensure there is a reason noted on the reservation that tells us why it is a comp room.

12:30pm

Credit Limit: Print Report & Authorize CC if necessary. Send CC declining letters.

1:00pm

No Post Report: Preview & Save report. Preapprove with MOD and send email to Le Meridien All Users.

1:00pm

Review & Act: Queue Rooms, OOOs, HK Discrepancy Report. 2:00pm3-days VIP Arrival report: Merge Profiles & assign VIP statuses and send email to Le Meridien All Users.

2:30pm

Mobile Check-In Process: Check every 15 minutes through the control panel at

ALL DAY

Guest Incidents: Log into Incident Log & Guest Profile. Pass on to MOD. ALL DAY

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Communicate Room Swaps: to IRD and HSKP by phone and ensure amenities are dropped into correct rooms.

ALL DAY

Station Cleanliness: Restock your station with supplies neatly. ALL DAYRun, Preview & Save “Journal by Cashier and Transaction” Report using your cashier code. Go over cash/ Paid outs, Drops & Adjustments.

3:00pm

Bank Count: Enter Banknotes Nominal Value in this Checklist. 3:00pmEnd of Shift: Scan and email Checklist & “Journal by Cashier and Transaction” Report to Le Meridien Front Office.

3:00pm

Cash Drop: Count cash drop with MOD & Collect verification signature. 3:00pm

Le Meridien: PM Agent ChecklistAgents ___________________________ Date: ________________

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Occ. % _______ Arrivals: _______ Departures: _______

Value $100 $50 $20 $10 $5 $1 Cents TotalAgent’s Count

Check Task TimesPrepare for shift: Lineup, Uniform, Earpiece, Master Key & Float, Events for the day, Pass On, Sites & Go over emails.

3:00pm

Open Check List: Start Working on Tasks. 3:00pm

Follow Up: Wake up Calls/ No Post Guests/ Queue Rooms/ Dirty Rooms. 3:00pm

Go Over Remaining & Next Day Arrivals: Routing, Comments, Profile Notes, Special Requests, VIP Status (Check and Assign, if needed), HK & IRD Traces, Promotions, Comments, MOPs

3:30pm

Late Departures: No Departures by 5pm. 5:00pm

Post Third Party Charges: Dry Cleaning, Laundry, Room Merchandise, Out Amenities check IRD Traces) Mini Bar, Transportation, etc.

5:00pm

Laundry Posts: Scan checks with Journal & Save in Night Audit Folder with Today’s Date.

5:00pm

Credit Limit: Print Report & Authorize CC if necessary. Send CC declining letters.

6:00pm

No Post Report: Preview & Save report. Preapprove with MOD and send email to Le Meridien All Users.

6:30pm

Post Stay Charges: Print Report. Post Charges. 7:00pm

Check Site Inspection Sheet: Choose show rooms for tomorrow, place our of service in Lightspeed accordingly and email show rooms to: Group Front Desk, Housekeeping, Sales and MSE.

7:30pm

Review all Open Folios: (Guests not only groups) to settle any outstanding balances and email night auditors to ensure notes are placed on to the Open PM report of who is owning which open folio.

7:30pm

Mobile Check-In Process: Check every 15 minutes through the control panel at http://psp.marriott.com/login

ALL DAY

Guest Incidents: Log into Incident Log & Guest Profile. Pass on to MOD. ALL DAY

Station Cleanliness: Restock your station with supplies neatly. ALL DAY

Amenity Cards: Start Preparing for the next 3 Days. 9:00pm

Replenish Front Desk: Report any shortage in supplies to supervisors- Stock keys, key packets, newsletters, paper in printers, clean out drawers. Note anything that needs to be left in there for following day.

10:00pm

Run, Preview & Save “Journal by Cashier and Transaction” Report using your cashier code. Go over cash/ Paid outs, Drops &

11:00pm

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Adjustments.Bank Count: Enter Banknotes Nominal Value in this Checklist. 11:00PM

End of Shift: Scan and email Checklist & “Journal by Cashier and Transaction” Report to Le Meridien Front Office.

11:00pm

Cash Drop: Count cash drop with MOD & Collect verification signature. 11:00pm

Le Meridien: AM MOD ChecklistMOD ___________________________ Date: ________________

Occ. % _______ Arrivals: _______ Departures: _______

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Value $100 $50 $20 $10 $5 $1 Cents TotalMOD’s Count

Check Task TimesPrepare for shift: Lineup, Uniform, Earpiece, Master Key, Float, Events for the day, Pass On, Sites & Go over emails.

7:00am

Open Check List: Start Working on Tasks. 7:00am

Pass on with Bell team (if arrived later) 7:30am

Wake up Calls/ IRD Pre-Orders/ Pending on Post Guests. 7:30am

Arrivals: Comments, VIPs, Traces 7:30am

Pending Guests Issues: Follow Up Start 7:30am

Property Round: Pool area, Outlets, Valet, etc. 8:00am

Site Rooms: Based on Hotel’s Occupancy, must be held during weekdays. Consult w/ HK. If logged – OOS only (not OOO)

8:30am

Note/ Attend Meetings: 9am Line-Up, Resume Meeting, etc. 9:00am

VIP1, VIP2 arrivals: Inspect rooms with HK, ensure that amenities are delivered prior to arrival.

9:15am

Extended Reservation: Set up the traces for refreshment amenities and personalized cards.

9:30am

PREG Rooms: No Unaccounted PREGs by 12pm. 12:00pm

Open Folios: Check Open Folios 12:00pm

Your Assigned Tasks: Work on their completion. 12:30pm

Mobile Check-In Process: Check every 15 minutes through the control panel at http://psp.marriott.com/login

ALL DAY

Guest Incidents: Are logged in GXP, Guest’s Profiles and Summarized in Pass On.

ALL DAY

Station Cleanliness: Restock your station with supplies neatly. ALL DAY

Conduct 2 BSA Audits: Audits on the front desk team and bell staff as well to be turned in each week to Ryan by Friday EOD.

ALL DAY

Run, Preview & Save “Journal by Cashier and Transaction” Report using your cashier code. Go over cash/ Paid outs, Drops & Adjustments.

3:00pm

Review the Rate Variance Report: Take action to investigate unusual rate amounts when noted sign off on sheet.

3:00am

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Review and Sign the Room Reconciliation Report: Ensure it has been completed and that all variances between the number of rooms sold and the number of rooms cleaned has been adequately explained.

3:00pm

Bank Count: Enter Banknotes Nominal Value in this Checklist. 3:00pm

Bell Closet/Bell Carts 3:00pm

End of Shift: Scan and email Checklist & “Journal by Cashier and Transaction” Report to Le Meridien Front Office.

3:00pm

Cash Drop: Count cash drop with MOD & Collect verification signature.

3:00pm

Lead the PM Pre-Shift. 3:00pm

Le Meridien: PM MOD ChecklistMOD ___________________________ Date: ________________

Occ. % _______ Arrivals: _______ Departures: _______

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Value $100 $50 $20 $10 $5 $1 Cents TotalMOD’s Count

Check Task TimesPrepare for shift: Lineup, Uniform, Earpiece, Master Key & Float, Events for the day, Pass On, Sites & Go over emails.

3:00pm

Open Check List: Start Working on Tasks. 3:00pm

Pass on with Bell team (if arrived later) 3:30pm

Wake up Calls/ IRD Pre-Orders/ Pending on Post Guests. 3:30pm

Arrivals: Comments, VIPs, Traces 3:30pm

Pending Guests Issues: Follow Up Start 3:30pm

Property Round: Pool area, Outlets, Valet, etc. 4:00am

Site Rooms: Based on Hotel’s Occupancy, must be held during weekdays. Consult w/ HK. If logged – OOS only (not OOO)

4:30am

Note/ Attend Meetings: 9am Line-Up, Resume Meeting, Job Fair, etc.

5:00am

VIP1, VIP2 arrivals: Inspect rooms with HK, ensure that amenities are delivered prior to arrival.

5:15am

Extended Reservation: Set up the traces for refreshment amenities and personalized cards.

5:30am

PREG Rooms: No Unaccounted PREGs by 12pm. 8:00pm

Open Folios: Check Open Folios 8:00pm

Your Assigned Tasks: Work on their completion. 8:30pm

Mobile Check-In Process: Check every 15 minutes through the control panel at http://psp.marriott.com/login

ALL DAY

Guest Incidents: Are logged in GXP, Guest’s Profiles and Summarized in Pass On.

ALL DAY

Station Cleanliness: Restock your station with supplies neatly. ALL DAY

Conduct 2 BSA Audits: Audits on the front desk team and bell staff as well to be turned in each week to Ryan by Friday EOD.

ALL DAY

Run, Preview & Save “Journal by Cashier and Transaction” Report using your cashier code. Go over cash/ Paid outs, Drops & Adjustments.

11:00pm

Bank Count: Enter Banknotes Nominal Value in this Checklist. 11:00pm

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Bell Closet/Bell Carts 11:00pm

End of Shift: Scan and email Checklist & “Journal by Cashier and Transaction” Report to Le Meridien Front Office.

11:00pm

Cash Drop: Count cash drop with MOD & Collect verification signature.

11:00pm

Lead the ON Pre-Shift. 11:00pm

Le Meridien: ON Auditor ChecklistAgent ___________________________ Date: ________________

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Tomorrow’s Occupancy: %

Tomorrow’s Arrivals: Group- Transient-

Tomorrow’s Departures: Group- Transient-

Today’s Forecasted Occ #: Forecasted Occ % Forecasted ADR: $

Value $100 $50 $20 $10 $5 $1 Cents TotalAgent’s Count

Check Task TimesPrepare for shift: Lineup, Uniform, Earpiece, Master Key & Float, Events for the day, Pass On, Sites & Go over emails.Mobile Check In: http://psp.marriott.com/login Total Count for the day ______.Open Check List: Start Working on Tasks.Wake up Calls/ IRD Pre-Orders/ Pending on Post Guests.Reports for Valet: Arrivals, Guest’s In-House. Review OOO/ OOS rooms, email HK, ENG with Questions Extensions (if Needed).PM Account: Check, adjust balances, extend Group PM account.Open Balance/ Open Folios: Review Balances, Close or leave Comments why Open.Valet Postings: Post charges according to valet report.Night Audit Paperwork: Trace Report/ Checks.Reports for Night Audit Packet: Save.Daily Update Report: Check the Accuracy, save as PDF.Review pending Arrivals before Audit.Daily Report.Run Night Audit.Send Daily Emails.No Shows, No Post.Assign the rooms for all arrivals, review comments, routing, traces.HK Reminders Email.Run, Preview & Save “Journal by Cashier and Transaction” Report using your cashier code. Go over cash/ Paid outs, Drops & Adjustments.Bank Count: Enter Banknotes Nominal Value in this Checklist.Bell Closet/Bell Carts.

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Save Checklist File.End of Shift: Create & Send Pass on email with your Checklist File and “Journal by Cashier and Transaction” Report to Le Meridien Front Office.Cash Drop: Count cash drop with MOD & Collect verification signature.Lead the AM Pre-Shift.

MONTH-END PROCEDURES (in addition to the existing checklist):

Check Prior to Night Audit TImesClose all Open Folios and Open Balances.Clear Deposit Ledger.Clear the balances for all PI accounts (must be zero).

Lost Interface: If balance, research the origination of the charge.

Clear the Balances for the following PM accounts. Accounting Only: If balance, email Accounting and copy Front

Office Managers. Amenities, Sales and Promo, Food & Bev Goodwill: Must have

zero balance. If the balance exists, proceed the adjustment with comments “Cost Credit.”

Check out all payment PM Accounts: PLEASE COMPLETE Add on a new reservation for all PM accounts individually for

the following month. Remove No Post option for the new reservation.

Create a new Excel Sheet for Service Log.After Night Audit

Check all PI and PM Reservations (created before NA). Ensure that No Post option is removed.

Create new folders for Night Audit shared folder.

More Checklists (Managers’ Assignments)Payroll ChecklistDone

Category Item

Payroll Checklist

Payroll Checklist file must be updated with the corresponding dates saved as a separate MS Word file. Checklist is also amended. If incentives, porterage, retro pay, or any other additional elements

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are included.Approve Clock in & Clock out

Approve all team members’ hours. Leave comments about their time off, trainings, reason for not taking breaks, etc.

Timesheet Edit Forms

Anytime an employee misses punch in or punch out, he/she must fill out Timesheet Edit Form. All Timesheet Edit Forms are signed by the Manager responsible for Payroll of Department Head.Should the Timesheet Edit Form be submitted on a regular basis by one employee, the employee must be contacted and clarified the reason.Timesheet information is compared and/ or entered to Ultipro

Time Off Request Form

Must be filled out by the employees when requesting the Time Off (different form for hourly and salaried employees):

If employee requested and had Time Off approved. Manager may be able to fill out and submit for payroll.For sick days (three days or more) and Jury Duty, the backup document is a must.

Overtime Authorization Form

Print Employee Overtime Report

Fill out, state the reasons and Print OT Date Report as a backup. Can be found at PLEASE COMPLETE (file in MS Excel), and saved in a separate file for dedicated pay period.Manager of Department Head is to sign the OT excel report.Employee Overtime Report serves as a backup and is filled behind OT_Date MS Excel report.

Retro Pay Should employee be paid incorrectly, PAF (along with backup, and detailed explanation) must be submitted.

Managers’ Timesheets

Managers’ Timesheet MS Word file reflects the payout to the salaried employees.The file must be saved separately under corresponding date for the closing pay period.All current salaried employees are listed.Dates are updated.All working days, approved time off days and/ or scheduled unpaid time off days are noted in Managers’ Timesheet (following the legend of the Excel Sheet).

Department Schedule

Department Schedules for the past two weeks (included in pay period) are attached.

Incentives/ Commissions

Reflects Front Office upsells and submitted upon completion of the month.

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Front Office Associates must file Upsell Form (signed be Guest) and payment folio with a zero balance.Front Office Incentives are recorded in MS Excel File under the name of current month, located in Payroll > Incentives FolderThe upsell distribution amount is amended according to the total revenue brought by the associate.The grand total revenue from upsells incentive is compared to the total of revenue according to Lightspeed reports

Overnight Differentials

Overnight shift Differentials are paid out only if employee worked the entire Overnight Shift from 11pm till 7:30am with a 30-minute break.Any late arrivals or early departures are deducted from the payout.ON Differentials MS Excel file is saved as a separate file for corresponding pay period.The details of a completed shift (date, number of hours) are reflected on file.PAF is submitted for every filed employer.ON Differentials MS Excel serves a coversheet, is signed by Manager or Department Head, and is filed before PAF’s

Service Charges/ Tip Sheets

Reflects Front Bellman gratuities and submitted upon completion of the month.

The grand total of Bellman gratuities/ porterage can be obtained from Lightspeed PLEASE COMPLETE (Possibly be Transaction & Cashier)PAFs are submitted for each employee, earned Gratuity according to the Lightspeed notes.

Taskforces The amount of payout does not change. Yet, we must bill hotel, receiving the support.PAF is submitted for the total amount of hours, dedicated for support. If OT is accrued, it should be billed back to taskforce destination hotel.PAF is supported by the Timesheet per employee (can be filled electronically).

External ReviewsDone Category Item

“Scan” the ReviewsAcknowledge the Difference

Social Media reviews are much different from the structure of Internal Reviews. On most occasions, Guests express their opinion in a simpler statement and from an incognito username, Therefore, your responses maybe more reserved, and communication between departments may carry rather informational purpose.

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Know your Sources

Guest voice conveniently displays the number of received reviews (month-to-date) and their origin. Online reviews must be responded within 24 hours of their initial posting.

Keep up with the Volume

Unlike internal reviews, Social Media reviews pour in high quantities. It is important to manage your time wisely and respond as soon as possible.

Communication with Department HeadsIf Negative -> If review is negative, please ensure to communicate with the Department

heads. At times, investigation may be necessary. When sending an email, please include Guest’s information (only if it is available) and the screenshot(s) of the negative comment (addressed specifically to the given department) and email it TO: Department’s Leadership and CC: FO Managers. Your email must be sent as soon as review is received. Delay in Communication might make the Issue seem irrelevant.

If Positive -> If positive review is received, showcase the team members’ efforts, and especially when it comes to the name mentions. Create a handwritten letter thanking the team member about his/her wonderful service and present it during line up. It is a good idea to accompany the letter with your own statement, praising the efforts of the Department or an employee(s)

Engagement with TeamDepartment Goals Le Meridien has a goal to reach 85% on a Month-to-Date basis in Overall

and #1 in Comp Set. Proactively remind the team of the goal on a day-to-day basis and during line-ups.

**Individual Goals In addition to Departmental Goals, Each FOH (Front of House) team member (Bellmen, FD Agents, FO Supervisors) is aimed to get at least five (5) name mentions; and each BOH (Back of House) team member is aimed to receive at least three (3) name mentions a month. This is combined between internal and external reviews.

Communication - Board

Board is great visual communicator to our team. To engage proactively with the colleagues, include all information below:

Departmental Goal vs. Month-to-Date Overall Score What spot Le Meridien is within the company and in St. Louis

region? Individual Name Mentions.

Communication – Email

Communicate the same information from the Board (individual and departmental month-to-date results and goals, # in the company and in the St. Louis region) via email. Do your best to make your email sound upbeat and encouraging. Based on hotel occupancy, current events, etc. Highlight the opportunities to improve Guests’ Experiences. Send email communication at least 2-3 times a month (beginning, middle and the end of the month), and address it TO: Le Meridien All Users

Responding to ReviewsDefine Your Style Responding to reviews is not an easy task. It is very helpful to conduct

research by looking at responses of your colleagues at Le Meridien and other luxurious brands. By “picking the knowledge” of others, respond in your own words. Re-read and check for errors, before sending/posting your response.

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The Structure of your Response

Your response for online audience differs from the private response to the Guest only. Remember, that your communication is aimed not only to respond to the past Guest’s issue or complaint, but to attract the attention and gain the trust of future customers. Your social media review must be short and sweet, without lengthy discussions or promises of recovery. Give a particular attention to TripAdvisor and Yelp reviews. Their structure resembles the one for Internal Reviews.

If Negative -> If the review is negative (or even have a negative comment): Thank Guest for time to respond Acknowledge the problem, offer a sincere apology Share the outcome of your follow up (e.g. “this inconsistency

has been addressed with the Director of Engineering” or “I have personally followed with the team members, and would like to share…”)

Try to mention something positive before closing. Perhaps, thank them for any positive mention; or state something like “Le Meridien has so much more to offer, like….”

In your closing, invite the Guest back (in TripAdvisor and Yelp reviews, please ensure to offer yourself or Front Office team as a contact).

If Positive -> If the review is Positive: Thank Guest for the time to respond Touch base on some of the unique details, mentioned in the

review response; quote the Guest in your response, it will add a personal touch and show how much attention you put in

Should Guest compliment the team member, it is important that we acknowledge the praise the team member’s efforts (even if he or she is no longer part of the team)

In your closing, invite the Guest back (in TripAdvisor and Yelp reviews, please ensure to offer yourself or Front Office team as a contact)

Terminology

Definition

adjacent rooms Two or more rooms located side by side.

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advance deposit An advance payment from the guest to ensure that the room will be available after 3pm on the day of the arrival. If the guest cancels prior to the cancellation period, his/her deposit will be refunded. If the guest cancels after the cancelation period, the deposit that was taken on the guest’s credit card will be forfeited.

amenities A term first used in the early 1980’s to denote “extras” placed in guest rooms, such as shampoo, shower cap and hair dryer. Since then it has come to refer to the wide range of products and services that distinguishes one property from its competitors, such as concierge service, complimentary shoe-shine service and 24-hour room service to name a few.

audit Verification of all accounts, to ensure that all guest accounts for the day have been posted correctly and all records are in balance.

authorization Permission received from a credit card company that allows the hotel to accept a charge.availability The selling status or number of rooms available to sell on any given day.b.e.o. Banquet Event Order- Form used by Sales/Catering which states meeting room, of set-up, number of

guests, type of function and food and scheduled times for each group meeting in the House.bellman A bellman provides services to the guest in the form of transportation, deliveries, check in and check

out.blocked reservation

A reservation for which a specific room is being held prior to and on the day of arrival. The specific room number is not told to the guest in case it becomes necessary to change it.

cancellation A guest’s request to void a reservation previously made.cash reservation An account that the hotel has collected the changes (in cash) in advance for room & tax. No charges

can be made to the account, unless of course, the guest establishes additional credit.cashier roll out The procedure that cashier follows at the end of the shift to balance the transactions of the day.check in The procedure involved in receiving the guest and completing the registration sequence.check out The procedure involved in departure of the guest and settlement of the account.complimentary room

A room that is given to a guest at no charge. Also referred to as a COMP room.

concierge A staff member who provides services for guests’ needs and special requests.confirmation letter

A written copy of a reservation that includes the confirmation number, arrival date, departure date, room rate and room type.

connecting room Two rooms located side by side with a private connecting door in between them.convention Gathering of guests, who are attending special event at the Hotel, often comprised of meetings,

lectures and exhibits.credit report A report that is prepared by the front desk to ensure that each room has appropriate credit.debit Sometimes called a charge. A debit posting is used to indicate an increase in the guest account.deposit The total monetary value of the cashier’s daily transactions at the end of the shift or day.direct bill An account with either a debit or credit that is sent to accounting for handling. If it is a debit, it must

be approved in advance by the credit manager. If it is a credit, accounting will issue a refund. Anyone who wishes to have their account directly billed to their company must submit a letter, on company stationery, to our Controller. This must be done at least two weeks prior to arrival, and must include their name, arrival date, and what charges should be directly billed. Once approved by our accounting department, the reservation is changed to reflect direct billing privileges.

discrepant rooms Any room in which the front desk and housekeeping differ in opinion of status. For example, one department shows room is occupied; the other shows it vacant.

due out/ check out

A guest who is expected to depart from the hotel on a given day.

due back A situation that occurs when, during a cashier’s shift more money is paid out than is received, leaving the cashier’s bank short.

folio A form used to record the details of all transactions between the Hotel and each individual registered Guest.

forecast A report prepared by the Director of Revenue Management that predicts the occupancy percentages, number of occupied rooms, arrivals, departures, number of guests, projected sales and average rate, and various food and beverage information.

forfeited deposit A reservation deposit kept by the Hotel when the guest fails to cancel his/her reservation, resulting in the reservation to run as a no-show.

front of house The parts of the Hotel in direct contact with the guests.full house This occurs when all rooms available to sell are occupied.

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Full-service hotel A hotel that provides a complete line of services and departments, i.e. room service, entertainment, recreation facilities, retail stores and restaurants.

gm An informal way of referring to the General Manager.gratuity A gift, usually of money, given in return for service given.group code A numeric or alphanumeric description denoting a group or transient segment of our business.group room block An arrangement with the hotel to set aside a specific number of rooms for a group. These reservations

are to be made individually, by rooming list provided by meeting planners, or housing bureau and are available only to people identified with the group, or meetings.

guaranteed reservation

A room help for a guest past 6:00pm and guaranteed with a credit card number, company name and address, or an advance deposit. We have a commitment to hold the room all night long for the guest. If He/ She fail to show, and does not call to cancel his/ her reservation before the cancellation period, they will be billed for the amount of revenue before the cancellation period, they will be billed for the amount of revenue we lost for holding a vacant room.

mini bar A refrigerated unit in the guest room, containing snacks, alcoholic and non-alcoholic drinks. Guests have full access key to the min bar when they receive their room key. An inventory is taken daily, and stock consumed is replaced and charged to the guest’s account.

hospitality suite A facility used for entertaining, usually at conventions and/or parties.house count The number of registered guests in the hotel.lock out Denying guests access to their room, usually because of an unpaid bill.master bill A type of account that is set up when a company or an individual is paying for multiple rooms, or

multiple charges. All the room charges will post directly to one folio.mod Manager of Duty- the manager who is responsible for the hotel during the absence of the General

Manager.night audit A daily reconciliation of accounts receivable that is completed during the overnight shift.no-show A reservation that fails to arrive.ooo/oos Out of Order/ Out of Service. This is when a room is not rentable due to the physical condition of the

room.overbooking Selling more guest rooms that are available.over/ short A discrepancy between the cash on hand and the amount that should be on hand.paid out Money paid on behalf of guests to settle i.e. Transportation charges, babysitting charges or for cash

advances. This is posted to the guest’s account and recovered when the guest settles their account at departure.

pbx Private Branch Exchange/ Telephone Operators petty cash Cash disbursements out of the cahier’s drawer usually for house use. MOD needs to authorize the

transaction.post To place or enter a charge into the guest account.pre-blocked A reservation for a room that has been preassigned, (Room Number is assigned Before Guest arrival)

on the day of the guest’s arrival. This is done for special requests, bus groups, satellite check ins, and VIP’s.

pre-registered A method of speeding registration used for groups, repeat customers and VIP’s. On the morning of the arrival, the required rooms are blocked, and keys are made for each arriving guest. When the guest arrives, they only need to provide a method of payment (if required) and pick up their room keys.

quoted rate A rate confirmed to a guest when making a reservation. This is the rate the guest will be charged, regardless if it is available on the date of arrival. The quoted rate is not to be increased unless the guest changes his room type.

rack rate Standard room rate for a single guest room. This rate is the rate quoted at the Marriott Bonvoy website and quoted over the phone or in person (rack rate indicates no special package or discount applied to rate.)

rate type A code assigned to a specific rate, used for tracking purposes i.e. government rate, rack rate, corporate rate and/or travel agent rate.

registration The procedure by which incoming persons become guests by completing and signing the registration card.

registration card A pre-printed form (except walk-ins) that includes the guest’s name, rate, & departure dates.relocation A situation that occurs when a guest arrives at the Hotel with a confirmed reservation and finds that

there is no room waiting for him/her. Alternate accommodations must be arranged.rooming list The names furnished by a group in advance for their arrival. room status The Current condition of a guest room: vacant, occupied, out of service, clean, inspected and/or dirty.

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share Two or more people in the same room with each person having separate accounts.single A room occupied by one person, regardless of the number of the beds in the room.sold out Every room in the hotel has been sold, and there are no available.source codes A means of tracking how reservations were made or how a guest arrived at the hotel.special requests A request for a specific type of room, view, or location, which is noted on the guest’s reservation. In as

many cases as possible, a specific room is blocked to honor the guest’s request. It is important that the guest is told when making the reservation that it is only a request, not a guarantee.

stay-over A guest who extends his stay beyond the expected departure date.suite A room that can be used for various types of functions, such as hospitalities or receptions. All suites

have a sitting area and half bath.transient An individual(s) traveling on business or pleasure who is not associated with a group or convention at

the hotel.turndown service The second housekeeping service of the day. Service is provided between 5pm-10pm. Used bathroom

towels are replaced, garbage is removed, the room and bathroom are tidied, curtains are closed, amenities (mints, chocolates) placed on pillow, breakfast order form is laid on the bed and comforter is pulled back and set for the evening.

upgrade To move a guest into a higher priced room category may have fee or be complimentary.vacant room A room that is ready to sell and is not occupied.vip Anyone that is designated as a Very Important Person receives special services and upgraded

accommodations if available. The front desk should extend beyond their normal courtesies for these guests.

wait This situation is created when a guest arrives at the hotel wanting to check in before we have rooms available. It simply refers to a guest having to wait for their room assignment.

walk in When someone comes into the hotel and wants a room for the night and does not have a reservation.walked guest A person with a guaranteed reservation that the hotel is unable to honor, the guest must be

accommodated to the comparable hotel at no expense.

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