洲際酒店總經(jīng)理酒店籌備作業(yè)手冊(cè)

HotelOpeningManual

InterContinentalHotelsGroupGENERALMANAGER’SHOTELOPENINGMANUALANDCHECKLISTForInterContinentalHotelsGroupAsia–PacificRegionREVISED:6APRIL2023ThismaterialisCONFIDENTIALandisnottobedisturbedtounauthorizedpersons______________________________________________________________________________________________________________1HotelOpeningManual

InterContinentalHotelsGroupContents1-VISITOFGENERALMANAGERTOREGIONALOFFICE錯(cuò)誤!尚未定義書籤。12.1.13.

INTRODUCTION5COORDINATION5ORIENTATION5ITEMSFORVICEPRESIDENT–HOTELOPENINGSTOARRANGEBEFORETHEGENERALMANAGER’SARRIVALATREGIONALOFFICE5MEETINGWITHNEWGENERALMANAGER:VICEPRESIDENTIN-CHARGEOFHOTELOPENINGS7MEETINGWITHNEWGENERALMANAGER:HUMANRESOURCES9MEETINGWITHNEWGENERALMANAGER:TRAINING10MEETINGWITHNEWGENERALMANAGER:FINANCE&BUSINESSSUPPORT11MEETINGWITHNEWGENERALMANAGER:FOOD&BEVERAGE12MEETINGWITHNEWGENERALMANAGER:SALES&MARKETING15MEETINGWITHGENERALMANAGER:DESIGNANDENGINEERING18MEETINGWITHGENERALMANAGER:INFORMATIONTECHNOLGY19MEETINGWITHGENERALMANAGER:LEGALCOUNCEL202.HUMANRESOURCES–PREOPENINGCHECKLIST..2.5.

HUMANRESOURCESURVEY21STAFFINGPLAN21STAFFINGPLANREVISIONS21HOTELHUMANRESOURCEMANAGER22TEMPORARYQUARTERS223.TRAINING–PREOPENINGCHECKLIST393.1.

TRAININGSCHEDULES394.FINANCE&BUSINESSSUPPORT–PREOPENINGCHECKLIST40024.

INTRODUCTION40CONTROLOFPRE-OPENINGBUDGET40RECRUITMENT&TRAININGOFHOTELACCOUTINGPERSONNEL41RELATIONSWITHOUTSIDEAUDITORS41RELATIONSWITHLOCALLEGALCOUNSEL41RELATIONSHIPWITHBANKERS41RELATIONSHIPWITHGOVERNMENTOFFICIALS42ACTIVITIESTOBEDISCUSSEDWITHTHEGENERALMANAGER42HOTELPOLICIESTOBEAPPROVEDBYTHEGENERALMANAGER42HOTELCREDITPOLICY錯(cuò)誤!尚未定義書籤。DESIGNOFHOTELPRINTEDFORMS43COMPUTERINSTALLATIONS45RECEIPTANDCONTROLOFPRE-OPENINGMERCHANDISE45SECURITYOFFURNITURE,FIXTURE&EQUIPMENTEXPENDABLES45OFFICESANDSTORERENTALS46CONTROLOFCOSTOFPRE-OPENING46INSURANCE46CREDITCARDTRANSMITTALS47ACCOUNTINGCONTROLS47INSTALLATION47MAINTENANCEANDSERVICECONTRACTS47SAFEDEPOSITBOXKEYSANDSAFECOMBINATIONS48CONTROLLER’SOFFICEFILINGSYSTEM49OPENINGTHEHOTEL–DETAILEDINSTRUCTIONS495.SALESANDMARKETING–PREOPENINGCHECKLIST5.

PREPARINGAPRE-OPENINGMARKETINGPROGRAM55DETERMINEYOURMARKETINGSTRATEGY–BOTHSHORTTERM&LONG565.3.PRE-OPENINGSALES&MARKETINGACTIVITIESBUDGETGUIDELINE585.4.

SELECTANADVERTISINGAGENCY59______________________________________________________________________________________________________________2HotelOpeningManual

InterContinentalHotelsGroup..5.9.

SALESTEAMMANAGEMENT63ACCOUNTMANAGEMENT64BUSINESSHANDLINGPROCEDURES64PRE-OPENINGSALES&MARKETINGCRITICALPATH(BYFUNCTIONALAREAS)64PRE-OPENINGSALES&MARKETINGCHECKLIST646.FRONTOFFICE-PRE-OPENINGCHECKLIST6...

INTRODUCTION68MATTERSTODISCUSSWITHGENERALMANAGER68MATTERSTODISCUSSWITHCONTROLLER69MATTERSTODISCUSSWITHEXECUTIVEHOUSEKEEPER69MATTERSTODISCUSSWITHSALES/MARKETING70FRONTOFFICEPRE-OPENING717.HOUSEKEEPING-PREOPENINGCHECKLIST7...

ORIENTATION77ORGANISATION77TRAININGINHOUSEKEEPINGDEPARTMENT81TURNOVERPUNCHLIST84IMPLEMENTATION85COUNTDOWNTOOPENING868.LAUNDRYANDDRYCLEANING-PREOPENINGCHECKLIST918.

UTILITIESANDVENTILATION93COORDINATIONWITHENGINEERING94SAFETY94EQUIPMENTTAKEOVER94SUPPLIES95SUPPLIESTOBEORDEREDAFTEROPENING95FORMSPRINTING96CONTINGENCYPLANNING96PERSONNEL96TRAINING97COORDINATIONWITHHOUSEKEEPING97GUESTLAUNDRY98DRYCLEANING/PRESSING98HOUSELAUNDRY99REPORTING99COMMUNICATIONS99KEYS99OUTSIDELAUNDRYSALES1009.FOODANDBEVERAGE-PREOPENINGCHECKLIST1017.

INTRODUCTION101MATTERSTODISCUSSWITHTHEGENERALMANAGER101MATTERSTODISCUSSANDCOORIDNATEWITHCONTROLLER102MATTERSTODISCUSSWITHSALES&MARKETING/PUBLICRELATIONS錯(cuò)誤!尚未定義書籤。LOCATEALLELECTRICALANDTEMPERATURECONTROLSINFOOD&BEVERAGEAREAS103EMERGENCYPOWERSYSTEMFORFOOD&BEVERAGEAREAS/EQUIPMENT103FIREPROTECTIONINFOOD&BEVERAGE104EQUIPMENTMAINTENANCE104STAFFORIENTATIONANDPERSONNELACTIVITIES104FOODANDBEVERAGELINENANDUNIFORMS105MENUS,WINELISTSANDBEVERAGELISTS105PRINTING105OPERATINGEQUIPMENTANDINVENTORIES105STEWARDING106ENTERTAINMENT106MINIBARS106ROOMSERVICES107BANQUETOFFICE&BANQUETOPERATIONS107______________________________________________________________________________________________________________3HotelOpeningManual

InterContinentalHotelsGroup.21.9.22.

PUCHASING/RECEIVING108EMPLOYEECAFETERIA108KITCHENANDFOODPREPARATION109BARSANDLOUNGES109TRAINING11010.SECURITY-PRE-OPENINGCHECKLIST113.10.14.

PERSONNELANDHIRINGSCHEDULE111GENERALSECURITYOVERVIEW111FIRE,LIFESAFETY,EMERGENCYPROCEDURES111HOTELINCIDENT&CRISISRESPONSE111LOSS&INCIDENTREPORTING112SECURITYMANUALS112KEYSECURITY112CASHSECURITY112PROSTITUEPOLICY112GUESTSECURITY112UNUSUALSECURITYPROBLEMSORPROCEDURES,IFAPPLICABLE113SECURITYFOROPENINGDAYFESTIVITIES113LOCALLAWENFORCEMENTAGENCIES113GATEPASSES&IDENTIFICATION11311–ENGINEERING-PRE-OPENINGCHECKLIST錯(cuò)誤!尚未定義書籤。OVERVIEW錯(cuò)誤!尚未定義書籤。12-PUNCHLIST-PRE-OPENINGCHECKLIST錯(cuò)誤!尚未定義書籤。

INTRODUCTION115CONSTRUCTIONPUNCHLISTING115OPERATIONSINPUTONTHEPUNCHLIST115CONSOLIDATEDPUNCHLISTPRESENTEDTOCONTRACTOR115OCCUPYINGAREASBEFOREPUNCHLISTCOMPLETION116CONTRACTOR’SRESPONSIBILITYFORACCEPTEDAREA116JOINTMAINTENANCEWHENPOSSIBLE116FURNITURE,FIXTURE&EQUIPMENTPUNCHLIST116______________________________________________________________________________________________________________4HotelOpeningManual

InterContinentalHotelsGroup1-VISITOFGENERALMANAGERTOREGIONALOFFICE..

INTRODUCTIONTheGeneralManagerappointedtomanageanewhotelprojectwillvisittheRegionalOfficeresponsibleforthatproject,en-routetothesite.Forpurposesofthismanual,theregionalSeniorExecutiveinchargeforthehotelopeningprojectwillbereferredtoasthe“VicePresident–HotelOpenings”1.Thesectionsbelowprovideanextensiveanddetailedchecklist.Theintentisnotonlytoserveasachecklist,butalsotopromptdiscussion,andgeneraterelevantandnovelideas/activitiesthatareofhigh-impact,toensureasuccessfulopening.1COORDINATIONTheVicePresident-HotelOpeningsresponsibleforthenewprojectshallarrangethetimingoftheGeneralManager’svisit,andwillcommunicatesametotheincomingGeneralManager.TheGeneralManageronhis/herowninitiativeshouldconfirmthedatesofthevisitshortlybeforedeparture.TheVicePresident-HotelOpeningswillcoordinateascheduleofmeetingsfortheGeneralManagertomeettherespectiveRegionalSpecialiststoensureaproductivevisit.ThoseGeneralManager’swhohavebeeninvolvedwiththedevelopmentphaseoftheprojectwillofcourse,haveagreaterknowledgeoftheproject,andmaynotneedthedepthofbriefingprescribedbelow.Iftheopportunitypresentsitself,someofthesemeetingsanddiscussionsmaybeheldearlier.ORIENTATIONThetopicsassumetheRegionalSpecialistsareintimatelyfamiliarwiththesiteandlocation,whichforvariousreasonsmaynotbetheactualcase.Insomecases,theGeneralManagermayhaveagreaterknowledgeofthelocationthantheRegionalSpecialists,duetohavingworkedtherebefore,etc.Nevertheless,thisistheopportunityfortheRegionalSpecialiststobrieftheGeneralManageronunusualornovelideas,opportunities,andactivities,whichisbeingimplementedbyotherInter-ContinentalHotelsGrouphotelsandbythecompetition.TheVicePresident-HotelOpeningsshoulddeterminewhichopenitemsshouldbeinvestigatedbytheGeneralManagerandreportedbacktotheRegionalOffice,oncetheGeneralManagerhasvisitedthehotelsite.ITEMSFORVICEPRESIDENT–HOTELOPENINGSTOARRANGEBEFORETHEGENERALMANAGER’SARRIVALATREGIONALOFFICE.

DateandtimetovisitRegionalOfficebyincomingGeneralManager.MeetingscheduleforincomingGeneralManager.EnsureI-Connect2forhotelpre-openingofficeisenabledpriortoarrivalofGeneralManagerConsolidatefollowingmaterialtobehandedovertonewGeneralManagerassoonaspossible:1

ForGreaterChina,thereisadedicatedVicePresidentforHotelOpenings.Inotherregions,thisislikelytofallundertheChiefOperatingOfficerand/orhisnominatedRegionalGeneralManager.2

InterContinentalHotelsGroup’swebsiteforAsiaPacific______________________________________________________________________________________________________________5HotelOpeningManuala.b.c.d.e.f.g.h.i.j.k.l.

InterContinentalHotelsGroupHotelmanagementagreementDesign&EngineeringagreementInter-ContinentalHotelsGroupfeasibilitysurveyMarketstudypreparedbyconsultants,ifavailablePre-openingbudgetandsupportingdocumentsStaffingschedule,withbudgetMarketingplanforpre-opening,withbudgetLatestfactsheet(andfactsheetchecklist,ifdone)Pre-openingmanualInformationaboutcountry,cityandlocalcustomsandpractices,includingareviewofcompetitivesituationInformationaboutOwningCompanyifappropriate.OtheragreementsbindingOwningCompanyandInter-ContinentalHotelsGroup.AccesstoI-Connect(Inter-ContinentalHotelsGroupwebsiteforAsiaPacific).2.13.14.

ArrangenotificationtoBoardofOwningCompanyatdepartingGeneralManager’shotel.IfGeneralManagerisnotfromthisregion,tocoordinatewithresponsibleChiefOperatingOfficerfromtheotherregion.ArrangeschedulefornewGeneralManagertomeetnewhotel’sOwningCompanypersonnelatlocationconvenientforthem.ArrangeschedulefornewGeneralManagertomeet,asappropriate,en-routetooratnewcity,importanttravelagencies,importantcommercialclients,communityleadersandgovernmentofficials.IdentifylocalorgovernmentaldignitarieswithwhomnewGeneralManagershoulddevelopcloseworkingrelationship,includingMinisterofTourismandMinistryresponsibleforapprovingworkpermits.SecureinformationaboutofficespaceforGeneralManagerandstaffatnewlocation,includingGeneralManagerandstaffhousing.Secureinformationaboutexpatriateworkpermitapprovalprocess,numberofexpatriatespermitted,specialtaxesinvolvingexpatriates.Decideontraditionalhotel/OwningCompanyeventsandcourtesiesthatGeneralManagermayextendtoBoardMembersandOwningCompanyemployees,asgeneralguidancefornewGeneralManager.EstablishdateforpresentationofnewGeneralManagerandOwningCompanyBoard.Decideonparametersforformalhotelopening:whowillberesponsibleforassemblinglistofattendees,OwningCompany/attendeegifts,numberofreceptions,budgetandthelike.ArrangeintroductionsfornewGeneralManagertolocalhoteliers,restaurateurswhomaybeknowntotheVicePresident-HotelOpeningsand/ortheRegionalSpecialists.______________________________________________________________________________________________________________6HotelOpeningManual

InterContinentalHotelsGroup1.5.

MEETINGWITHNEWGENERALMANAGER:VICEPRESIDENTIN-CHARGEOFHOTELOPENINGS11.ShowwheretherelevantmaterialandtemplatescanbefoundonI-Connect2.ProvideHandoverKitandChecklisttoGeneralManager提供移交配套和檢查表給總經(jīng)理a.General1.Factsheet/ProjectSummary數(shù)據(jù)概覽／計(jì)劃摘要2.StrategicBrief:UniqueSellingPointsandBrandDifferentiators方略性旳摘要：獨(dú)特旳產(chǎn)品特色和商標(biāo)微分網(wǎng)絡(luò)3.HotelInformation:Knownidiosyncrasiesofproject,siteorlocation酒店資料：計(jì)畫，位置或地點(diǎn)旳已知特質(zhì)4.MarketInformation

Competitiveframework:Occupancy/AverageRatesCompetitiveSet(i.e.KeyCompetitors)SourceofBusiness(Geographical(International/Domestic),TypeofBusiness(Business,Leisure,MeetingsandConferences)5.HighlightkeypointsandspecialclausesintheHotelManagementAgreement6.OwnerInformation

Owningcompanyorganization(who’swho?)RelationshipswithOwningCompanyInternalOwningCompanyrelationshipsNames,addressesandtelephonenumbersofBoardMembersEquitypositionsofOwners:AreBoardMembersmanagementemployees?Whohasapprovalauthority?Implication?CapitalexpensebudgetprocedureandcapitalexpenseapprovalwithOwningCompanyBoardmeetingtimetableandreviewofpreviousminutesTraditionalcourtesiestobeextendedtoBoardMembersandOwningCompanyemployeesEstablishdatetomeetBoardandOwningCompanystaffonsite7.FeasibilityStudy8.TemporaryGeneralManagerofficespaceoutsideofnewhotelprojectsiteb.Financials1.Pre-openingbudgetandfinancialprojections:Whatwasgiventotheowners?Anyspecialbudgetagreement/understandingwithOwningCompany?2.Procurementchecklist:Purchaseofexpendablesandhoteloperatingsupplies.c.Pre-OpeningMarketingKit:(SeeChapter5:Sales&Marketing)d.HumanResourcesKit1.RecruitmentKit2.OrientationKit3.TrainingKite.Design&Engineering1.InteriorDesignSpecifications2.Blueprintsandplans(MechanicalElectrical&Plumbing,Architectural&Structural,SignageSpecifications)3.EquipmentListwithSpecifications(Furniture,Fixture&Equipment)1

Thismayvarybetweenregions.InChina,thiswillfallundertheVicePresident–HotelOpenings.Forotherregions,thiscouldbehandledbytheChiefOperatingOfficerand/ortheRegionalGeneralManager.______________________________________________________________________________________________________________7HotelOpeningManual

InterContinentalHotelsGroup4.Progressonconstructionandtimetableforopening3.ExplainKeyTasksduringthePre-OpeningandCriticalPatha.DiscussFinancials1.HotelPre-openingbudget:AgreeonGeneralManagerreviewandnecessaryrevisions2.StaffingPlan(HiringDatesandnumberofstaff)3.PreparationandtimingoffirstyearBudgetb.DiscussStaffingmatters11.Organisationchartfornewhotel2.Possiblecandidatesfordepartmentheadsandapprovalcoordination3.HousingforGeneralManagerandstaff,temporaryandpermanentc.ExplainCriticalPath4.HighlightAdministrativeMattersrelevantforhotelopeninga.ChecklistofInterContinentalHotelsGroupprogramsthathotelwillneedtoenrol(e.g.GuestSurvey(GSTS),EmployeeSurvey(ESPS),etc)b.Regionalofficeapproval/awarenessproceduresforGeneralManagerc.Powerofattorneyforbanksignaturesandarrangeifrequiredd.Recommendationsre:bank,lawyerandauditore.RegionalOfficeadministrativecalendarfornewhotelf.

UpcomingRegionalscheduleforGeneralManagerWorkshopsanddepartmentheadworkshops.g.ComplaintsandRegionalmethodforhandling/coordinating5.ExplainPoliciesthatneedstobeaddressedforanewhotel:a.b.c.d.e.f.g.h.i.j.k.l.m.n.o.p.q.r.s.t.u.v.w.x.y.z.

UseofhotelcarVacationpolicyforexpatriatesandlocalemployeesNationalandreligiousholidaysHiringpolicyLayoffpolicyProbationaryperiodfornewhiresEmployeeterminationpolicySicknessprocedureDisabilityprocedureOvertimepolicy,andprocedureforGeneralManager’sapprovalBonuspolicy,ifapplicable(yearend,holiday,etc.)SeverancepaypolicyWholivesinhotel?Whoeatswhere?Dependentmeals?StafftransportationExpatriatedependenteducation:whichlanguageavailable?Expatriatepromises,andtransferopportunitiesTrainingforlocalemployeereplacementofexpatriatesDepartmentheadprivilegesEmployeeprivileges(meals,cityledger,etc.)MedicalinsuranceandrelatedbenefitsPensionorretirementplanorpolicyPoliciesonstorerentals/concessionswithrespecttothishotelprojectCashadvance,loans,uniformallowancetoemployeesDepartmentheadpolicyin-hotelandoutsideofhotelUnusualpoliciesprevalentinlocationofnewhotel1

AlsorefertoPoint5below:Policiestobediscussedfornewhotel______________________________________________________________________________________________________________8HotelOpeningManual

InterContinentalHotelsGroup.

MEETINGWITHNEWGENERALMANAGER:HUMANRESOURCESShowwheretherelevantmaterialandtemplatescanbefoundonI-ConnectExplainKeyTasksduringthePre-OpeningandCriticalPatha.b.

DiscussFinancials(Pre-openingbudget,StaffingPlan,FirstyearBudget)DiscussStaffingmatters

OrganisationalChartStaffingPlan(HiringDatesandNumberofStaff)KeyExecutives(Possiblecandidates/Approvalandcoordination)c.

ExplanationofCriticalPath3.

Discussfollowingtopicsandmakerecommendationsorsuggestions:a.b.c.d.e.f.g.h.i.

Anyknownexpatriateproblems:workpermits,numberallowedWhereandhowtorecruitneededhotelstaffPre-openingstaffingschedulebypositionTimingguidelinesforstaffarrival,includingtrainingstafffromCorporateandRegionalofficesTypesoflanguagesrequiredbystaffmembersSalarylevelsforvariouspositionsinhotelRecommendedcoordinationwithregionalofficeonpositionsfilled,toavoidduplicateeffortRegionalassistanceavailableforstaffrecruitmentExplanationofappropriateexistingmanuals,collateral,InterContinentalHotelsGroupwebsitesetcthatshouldbemadeavailabletotheopeningteam4.DiscusslocalsituationforpreparingStaffOrientationHandbook:a.b.c.d.e.f.g.h.i.j.k.l.m.n.o.p.q.r.s.t.

HoursworkedperweekinvariousdepartmentsVacationpolicyNationalandreligiousholidaysEmployeeprobationaryperiodSicknessprocedureDisabilityprocedure(governmentbenefits?)Overtimepolicyandrate;whatconstitutesovertime?Bonuspolicy,ifapplicable(endyear,holiday,etc.)StaffhousingStafftransportationMinimumwageguidelinesMinimumworkingageRetirementage:mandatory?Governmentnon-discriminatoryregulationsorpreferencerulesLocalemploymentrestrictionsHealthcertificationrequiredofsome/allemployees?Clearancebypolicedepartmentrequired?Accidentinsurancecoverage?Healthinsurance,dentalplan?Retirementplan?5.RecommendationsonorientationprogramforemployeesandseparateprogramforDepartmentHeads______________________________________________________________________________________________________________9HotelOpeningManual

InterContinentalHotelsGroup1.7.

MEETINGWITHNEWGENERALMANAGER:TRAINING1.ShowwheretherelevantmaterialandtemplatescanbefoundonI-Connect2.ExplainKeyTasksduringthePre-OpeningandCriticalPatha.DiscussFinancials(Pre-openingbudget,StaffingPlan,FirstyearBudget)b.DiscussStaffingmatters

OrganisationalChartStaffingPlan(HiringDatesandNumberofStaff)KeyExecutives(Possiblecandidates/Approvalandcoordination)c.ExplanationofCriticalPath3.Discussfollowingtopics,asappropriate:a.Hoteltrainingfacilitiesrequired:rooms/films/library,etc.b.Regionaltrainingassistanceavailable(includingwebsites)c.Governmenttrainingprogramsandassistanceavailabled.Languagetrainingprograme.Supervisorytrainingf.

Newhireorientationg.Firstaidandsafetytrainingprogramsh.Hotelrulesandregulations______________________________________________________________________________________________________________10HotelOpeningManual

InterContinentalHotelsGroup1.8.

MEETINGWITHNEWGENERALMANAGER:FINANCE&BUSINESSSUPPORT1.2.

ShowwheretherelevantmaterialandtemplatescanbefoundonI-ConnectExplainKeyTasksduringthePre-OpeningandCriticalPatha.b.

DiscussFinancials(Pre-openingbudget,StaffingPlan,FirstyearBudget)DiscussStaffingmatters

OrganisationalChartStaffingPlan(HiringDatesandNumberofStaff)KeyExecutives(Possiblecandidates/Approvalandcoordination)1c.

ExplanationofCriticalPath3.

Discussfollowingtopics,asappropriate:a.b.c.d.e.f.g.h.i.j.

InterContinentalHotelsGroupAccountingPolicyandProcedurePre-openingbudgetcontrolathotelandrequiredcoordinationRegionalcoordinationwithhotelforRegional-controlledpre-openingbudgetexpendituresInterimproceduresforhandlinglocalpre-openingexpensedisbursementsOwningCompanyfinancialstatusandanypeculiarrequirements(ifany)Localbankingarrangements(includinghoteltomanagementcompany,andownertohotel)Insurancearrangements(includingpre-openingandpostopening)Scheduleforon-sitevisitsandcoordinationneededRequirementsforGeneralManagerpriortoarrivalon-siteofhotelDirectorofBusinessSupportUnusuallocalconditionsrequiring(ifany)4.5.

Toemphasizeanddiscussthetermsofhotelmanagementagreementimplicationsforhotelaccountingpoliciesandactivates.HotelManagementSystem/Specificationguidelinesa.b.c.

ProvidelatestquotationsandrequirementsofHotelManagementSystem(PMS,POS,AccountingSystemetc.)WhatotherInterContinentalHotelsGrouphotelshavethissoftwarepackage.Localmaintenanceofcomputerequipmentavailable6.

Reviewhotelplansandblueprintsforaccountingandbackofthehousefacilitiespertainingtoaccountingactivities.a.LocationforDropSafe/SafeDepositBoxb.GeneralCashier’sOfficec.LocationofComputerRoom/FireproofingSafeBoxd.ReceivingAreae.GeneralStoreLocationsf.

AccountingOffice7.

1

Reviewpre-openingstaffingscheduleforaccountingdepartment+postopeningmanningShortlistingofcandidatesforhotelDirectorofBusinessSupportwillbecarriedoutthroughtheHumanResourcesdepartment______________________________________________________________________________________________________________11HotelOpeningManual

InterContinentalHotelsGroupMEETINGWITHNEWGENERALMANAGER:FOOD&BEVERAGE1.ShowwheretherelevantmaterialandtemplatescanbefoundonI-Connect2.ExplainKeyTasksduringthePre-OpeningandCriticalPatha.b.

DiscussFinancials(Pre-openingbudget,StaffingPlan,FirstyearBudget)DiscussStaffingmatters

OrganisationalChartStaffingPlan(HiringDatesandNumberofStaff)KeyExecutives(Possiblecandidates/Approvalandcoordination)c.

ExplanationofCriticalPath3.DiscussStaffingforhotela.b.c.d.e.f.g.

CandidatesforhotelFood&BeverageManager:specialneeds?CulinarybackgroundrequiredforExecutiveChef:candidatesCandidatesandrecruitmentofFood&Beveragesupervisorystaff.ReviewPre-OpeningstaffingscheduleforFood&BeveragedepartmentRecruitmentideasusedatotherInterContinentalGrouphotelsCompetitivewagescaleandimpactonrecruitingStafftransportation,anyproblem?MethodsusedatotherInterContinentalGrouphotelstorecruitcasuallabourforbanquets,etc.andbuildaloyalcadre.4.ReviewlocalcompetitivesituationforFood&Beverage.a.b.c.d.e.f.g.

LocalFood&BeveragecompetitionandmarketnicheforhotelSuggestionsforbuildingalocalFood&BeverageclienteleLocalstaffturnoverandrecruitmentsituationMerchandisingmethodsusedbythecompetitionLiveentertainmentprogramsusedbythecompetitionAvailabilityoflocalfoodandbeveragerawgoods,andstewardingsupplies.[Implicationsformenuplanning?]KnowncompetitiveFood&Beveragecostsandexpenses.Regionalgoals.5.ReviewhotelplansandblueprintsforFood&Beverageareas.a.b.c.d.e.f.g.

Kitchenset-up.ExplainconceptenvisionedbyInterContinentalHotelsGroupanddesignersforFood&Beverageoutlets/kitchens.Clienteletocashiertrafficpatterns.Servicestationsmise-enplace:location,suitability.Foodcheckerslocations,procedures,ifappropriate.Foodstoragelocationsandrefrigerators.Beveragestoragelocations,includingmini-barandwine.6.FoodandBeverageOutletsinhotels(discussforeachoutlet)a.b.c.d.e.

LocationDécorSpaceandseatingcapacity.Discusspotentialhoursofoperation(legalrestrictions?)ReviewpotentialmarketforeachFood&BeverageOutlet.(1)(2)(3)(4)

Totalmarketpotentiallyavailable.Whatmarketsegmentsshouldbetargeted?HowtobuildInterContinentalHotelsGroup’simageinthismarket?Specialmarketingandmerchandisingconsiderations?f.

EquipmenttobeorderedforeachOutlet.(1)(2)

Silverandflatware.China.______________________________________________________________________________________________________________12HotelOpeningManual

(3)(4)(5)(6)(7)

GlasswareLinen.ServingTrolleysAshtraysandcandleholdersServiceequipment.

InterContinentalHotelsGroupg.

OutletMenus(1)(2)(3)(4)(5)(6)(7)(8)(9)

Menusfromlocalcompetition.Competitivepricestructureinlocal/regionalmarket.Specialmenusneeded:children,ethnic,religious.MenudesignCalendarforprintingcontractsanddeadlines.MenucoversusedbyotherInterContinentalGrouphotels.Guestcheckpresentationpracticedbycompetition.DoorknobroomservicemenususedbyInterContinentalGrouphotels.Menucycle.7.GoalandObjectives:a.b.c.

HotelandRegionalFood&BeverageGoals/ObjectivesforPre-Opening.MarketingPlan.Implementationneededtoachievegoalsandobjectives.8.FoodandBeverageMarketing:a.b.c.d.e.f.g.

Externalpromotionalmerchandising:whatworkslocally,andwhathasbeensuccessfulatotherhotels.Internalpromotionalmerchandisingprograms.Knownsuccessfuladvertisingprograms.Publicrelationsprograms:whatisconsideredmedia-worthylocally?Whatgetsinthepapers?IdeasfromotherInterContinentalHotelsGrouphotels.Competitivetrends.MarketingPlansanddesiredInterContinentalHotelsGroupimageincompetitivemarket.RequiredsalesorganizationforFood&Beverageneeds.9.Entertainment:a.b.c.10.Mini-bars:a.b.c.d.e.f.

Discusspossiblejointregionalhotelentertainmentprogram.RegionalcoordinationonEntertainmentcontracts.Possibleregionalhotelsassistance:scouting,etc.Equipmentsuppliedinguestrooms.Restockingcarts:overnightstorageandcorridorsecurity.Whohandlesrestocking;canroommaidsbeused?Whataresuccessfulprogramstominimizelatechargesonguestdepartureday?Whoisresponsibleforcleaningguestroomdirtyglassware?SuccessfulInterContinentalHotelsGroupprogramstocontrolliquorstockandmaintenanceofsameinmini-barstores.11.VIPFood&BeverageAmenitiestoGuestroomsa.b.c.12.Banquetsa.b.c.

Whoshoulddeliver:guestrelations/roomservices/other?Whatdoescompetitionoffer?Unusualideasotherhotels?Banquetmenusfromothersisterhotelsandcompetition.Banquetpromotionalbrochuresandmaterial:samples.Banquetofficeset-upandorganizationalrecommendations.______________________________________________________________________________________________________________13HotelOpeningManuald.e.f.

InterContinentalHotelsGroupRecommendationsforsuccessfulbanquetsalesprogram.Banquetequipmentordered.CasualLabour.(1)(2)(3)(4)(5)

Availabilityandrecruitmentlocally.PersonnelprocessingPaymentmethodexpectedlocally(byjoborhour/cash/check)Traininganddevelopmentofcadreforcall-back.Recordsoftrainedstaffforlatercall-back.13.PurchasingforFood&Beveragea.b.c.d.e.

IntroductionandexplanationImportrestrictionswhichaffectFood&BeverageDepartment.Restockingchinaandglasswarelocally.Restockinglinenlocally.Qualityandavailabilityoflocalproducts.14.EmployeeCafeteriaa.b.c.d.15.Kitchens