Bedside Shopping Guide
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Transcript of Bedside Shopping Guide
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Room to Relax Bedside Shopping
ROOM TO RELAX
BEDSIDE SHOPPING
IMPLEMENTATION GUIDE
May 2004
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Room to Relax Bedside Shopping
ContentsPage
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Introduction
Concept
Definition
Benefits
What Is It?
Operational Requirements
The Implementation Process
Key Activities
Key Players and Roles
Job Description
Additional Equipment RequiredMarketing Collateral Required
Internal Communication
Time Frame
Training implications
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Introduction
CONCEPT
Crowne Plaza is the business hotel that is focused on understandingand executing both the functional and emotional needs of our meetingparticipants.
With this Key we will exceed expectations of all our guests andbecome the leading facilitator for formal and informal meetings. We planto provide our participants with what they want, when they want it tothe highest standard!
Crowne Plaza is The Place to Meet for successful interactions!
DEFINITIONBedside Shopping (Business & Personal) is another service that is
offered to the guest to show how well Crowne Plaza understands the
needs of the Crowne Plaza guest. As an expansion to the Forget
Something service offer, Business & Personal includes business
items in the menu that guest may forget on a typical business trip.
BENEFITS
To the hotelAdditional Business service revenues and guest confidence in CrownePlaza Hotels.
To the guestThis provides the guest with peace of mind when travelling and stayingat a Crowne Plaza Hotel. Confidence that our hotels will be able toprovide the essential and often forgotten items for our guests.
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WHAT IS IT?
As part of the Room Enhancement element of the key Room to Relax,
Business and Personal play an important part by providing guest with
items, both business and personal, that they may have forgotten to
bring. With these items made available to them, our guests will be able
to deliver at an optimum level during their business trip.
This service to be operated by Front Office orRoom Service or anyother department, as determined appropriate by the General Manager.
Suggested requirements in the Business & Personal menu (Hotels
to include additional items based on property needs):
Business
CD Rom Floppy Diskette
Stamps
Batteries (AA, AAA,)
Envelops (different sizes)
Following to be made available to guests on loan basis
Stationery Kit * Power Adapter
Mobile phone charger
* Stationery Kit - comprising of essential items presented in a case (seesample picture below) to be made available to guests. Items to include atleast the following:
Pen Pencils Eraser Paper clips Ruler
Scissors Highlighters Post-it notes Stapler
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Personal
Nail Clipper
Condoms
Sanitary Pads
Tampons
Tooth Paste (branded)
Tooth Brush (branded)
Shaving gel (branded)
Shaver (branded)
Dental Floss Band Aids
Deodorant
Panadol
Disposable Camera
Films 24 / 36 exposure
Note: Hotels that have any item already offered as part of the standard roomamenities need not include into the list. Recommend to have at least EIGHT items
each of personal and business to be included in the Bedside Shopping menu
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Hotelidentifiesitems to beincluded inmenu ofBedside
Shopping
Hotelprepares tentcards andpromotesservice inguestrooms
Guest callsFrontOffice orRoomService toorder items
Staff processorder, deliveritems to roomwithin 15minutes
Guestreceivesitems,signs bill
Hotel to costitems, fixprice & input
into POSsystem inFrontOffice/RoomService
Hotel ensureitems arestocked inlockablecabinet to beinstalled inFront Officeor Room
Service area
Signed bill tobe processedand attachedto guest folio
OPERATIONAL REQUIREMENTS
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IMPLEMENTATION PROCESS
KEY ACTIVITIES
Front Office Manager (FOM) or Room Service Manager (RSM) together with thePurchasing manager to source supplies and order products, purchase order is
completed costs are entered into front office guest supplies file.
FOM/RSM provides an order procedure for guest services to use when an item isrequested for charging purposes.
FOM/RSM provides a safe and secure location for items to be stored and set uppar stock levels for ordering.
FOM/RSM ensures all items are set up in the front office or room service postingsystem.
Housekeeping updates guest compendiums to reflect what is available and thepricing.
Front office or Room Service team all trained on what is available, how it will bedelivered and how to post the correct item.
Required Key is implemented
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KEY PLAYERS AND ROLES
Key Staff Key Role
General Manager Is the Key Champion and directs all the activities of thekey players.
FOM or RSM To drive the process and make sure implementation iscomplete.Responsible for new standards of products available,pricing and safety and security of stock. Also responsiblefor training of staff and setting up charging systems.
Executive Housekeeper Responsible for ensuring all guestrooms has updatedinformation about bedside shopping in their compendiums.
Purchasing Manager Source and procure items, coordinate the printing ofcollateral
Cost Controller Establish total cost and preferred selling price for all items
Marketing Services Using the artwork provided, to produce in-room tent cardsand other collaterals to promote this service.
Purchasing Manager Source and procure items, coordinate the printing ofcollateral
JOB DESCRIPTION
Guest Services are responsible for the security, the guest request,and the prompt delivery of the item and the restocking of bedsideshopping items.
Front office or Room Service are responsible for charges of items tothe guest folio
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MARKETING COLLATERALS REQUIRED
The template for the menu of BEDSIDE SHOPPING is a brandstandard that must be adopted by all hotels so that we can achieve aconsistent look and feel of this KEY. Hotels are allowed to vary the size,content or how the menu will be presented according to their requiredspecifications.
Below are pictures of the menu samples in English & dual language.Most high resolution pictures are available for download on intranet,
while the picture with Man working on bed is available in the CrownePlaza Style Guides CD.
Dual Language English English
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MENU COPY
BUSINESSWe know how long your To Do list can get. Which is why we try our best tohelp out. Just dial XXXXXX for more stationery, or any other business serviceyou require
Items For SaleCDs $X.XX
Floppy Diskettes (3 ) $X.XXStamps $X.XXBatteries (AA) $X.XXBatteries (AAA) $X.XXPower Adapter Available on loanMobile Phone Charger Available on loan
Stationery KitWe have a stationery kit, comprising of essential items such as pen, pencils,
eraser, paper clips, ruler, etc. available for your use. We also have note pads& papers, if you need extra writing materials.
PERSONALFor all the small but important things, weve got you covered. Just dial xxxxxxto order the items you require
Item 1 $X.XXItem 2 $X.XXItem 3 $X.XXItem 4 $X.XXItem 5 $X.XXItem 6 $X.XXItem 7 $X.XXItem 8 $X.XX
Item 9 $X.XXItem 10 $X.XX
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INTERNAL COMMUNICATION
Newsletters, Staff and Developmental Notice Boards, GeneralMeetings, Induction and Make It Happen training
TIME FRAME
ACTIVITY TIME FRAME
General Manager receives implementation guide fromcorporate office
Day 1
General Manager ensures FOM or RSM are briefed Day 2
FOM or RSM decides on stock quantity needed including par
stock
Day 3-5
Purchasing Manager orders and receives stock. Day 6-10
Stock is stored by guests services and secured Day 11
New compendium information is prepared with items andpricing
Day 11
Housekeeping put new I information into compendiums Day 12-14
FOM or RSM sets up items for posting in front office system Day 14
FOM or RSM trains staff and communicates new standards
of bedside shopping to hotel staff
Day 15-20
Implementation begins Day 21
KEY DELIVERABLES
Bedside Shopping to be offered in all guest rooms in hotel.
Bedside Shopping menu items to be offered in accordance to recommended
requirements in this guide. Chargeable items (like toothpaste) must be
branded and of reasonable quality.
The menu design of Bedside Shopping is a brand standard that must be
adopted by all hotels, in order to achieve a consistent look and feel of this
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2004 nterContinental Hotels Group 11
11
TRAINING IMPLICATIONS
Target Group What they need to know Guidelines
Front Office Staff What is available, what the prices are andhow to charge items onto guest folios
RSM to train and advise front office staff of newstandards.
Guest Services Stock control and security, What is availableand how much the items cost RSM to train guest services on stock controlsystems and security of stock
Rooms Division Manager How to identify stock levels, control stock,create staff awareness and how this will becommunicated to the hotel
GM to brief RSM on strategic direction for newstandards to be implemented
Hotel staff That bedside shopping is available, someitems and who will be controlling anddelivering the items.
CMD and RSM to communicate and train hotel staffon availability and use of bedside shopping