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Take Over & Rebranding Manual for General Managers ACCOR Hotels TAKE OVER & REBRANDING MANUAL House Keeping ACCOR HOTELS April, 2008 INTRODUCTION This manual is intended as a reminder and checklist for the many tasks and actions required to successfully take over and rebrand an already operating hotel to an ACCOR branded property. However due to the very nature of hotel take overs, in that each property is unique in terms of age, condition, facilities, market positioning, location, etc, this should not be construed as a complete and entire manual of the tasks to be done. This should be regarded as a very broad and general guideline that should be adapted to each situation. In the formulation of the take over task and consequent action plan, the long and short term objectives of the Owners and Accor and the should be clearly established in order to ensure the final product meets the expectations of both parties. It is critical that through a rebranding process the propertys image and profile should be enhanced and that with the provision of Accors management and marketing expertise, tangible value will be added as a result. As previously mentioned and should be strongly emphasised, each Hotel is unique and the information within this manual should be adapted so as to meet the specific requirements of the project and location. It should be seen as a base from which to begin and a general guideline, not as a definitive plan to all takeover and rebranding projects. BRIEFING of DIVISION HEADS 1.1 Project in general 1.1.1 General Discussion on Owning Company and management Agreement. 1.1.2 Discussion of any Hotel or Location idiosyncrasies 1.1.3 Progress on any refurbishments and possible relaunching dates. 1.1.4 Progress reports from Task Force members. 11.5 Feasibility Study and Departmental review and proposed individual action plan. Plans on any refurbishments. Review power of attorney for bank signatures Review owning company Hotel agreement as it pertains to Co-Owners. Owning Companys organization chart. Internal Owner relations. Name, Address and Telephone #s of Board Members. Equity position of Owners. Capital expense Budget and approval procedures. Any special agreements and/or understanding with the Owning Company. Board Meeting timetable. Review of last Board Meeting minutes. Goals and Incentive Plan. Recommendations for the Hotel Lawyer and Auditor. Administrative calendar for the Hotel. 2.0 TAKE OVER & REBRANDING TASK ASSIGNMENT CHECK LIST The purpose of this check list is to assign each department all necessary tasks to ensure the successful preparation for the opening of the hotel and that are completed on time. The Executive for each Department should be the person responsible for the appropriate checklist and the formulation of the critical path. The following checklists are to be considered as a guideline for the formulation of the critical path and a more detailed checklist should be developed for each department concerned. Housekeeping Assess executive housekeeper Review payroll Review policies & procedures Review training program Review condition of all FF&E Linen audit & ordering replacement Accor standard Accor specifications guest room amenities Ordering guest room amenities Review all cleaning equipment Specification cleaning chemicals Review all maid carts quantity & condition Blankets spec & quantity Pillows spec & quantity Review carpet cleaning contract Review cleaning schedules Review job description Review oganisation chart Review uniforms quantity & condition Uniforms ordering Review uniforms policy Review pest control contract Review valet prices Review guest storage policies Review policy of fruit basket Review policy for flowers Review procedures mini bar Review all forms Review room set up Review suites set up Review par stocks Identify areas requiring concentrated cleaning Action by Starting date Completion date Review PA cleaning schedules Review duty roster Review emergency procedures Review laundry volume Review laundry budget Review valet prices Relaunching & rebranding action plan Review Operational manual Review house plant maintenance contract Review outside window cleaning procedure Review lost and found policies Review list of all guest supplies, apply Accor standards Review par stock for flow parties Review guest room layout Rebranding budget review Review layout of floor pantry Review keys policy requirements per area Check bed configuration chart Check room types chart Review cleaning standard Review service standard Costing guest supplies Review guest floor pantry set up Review mini-bar set up Review maid cart set up Laundry assess laundry manager review laundry job descriptions review operating procedures review organization chart review manning guide review training program review training schedule review all equipment review all FF&E review list of guest supplies review list of forms check license for laundry rebranding action plan relaunching date check equipment warranty record if applicable review maintenance program review procedures valet shop review job descriptions review laundry prices check quality & stock of chemicals & lists review safety program hotel survey of hotel charges review uniforms stock review cleaning schedule survey waste disposal check steam & electricity supply review labor law review all kitchen & bakery equipment & utensils review all cleaning equipment check quality, stock and supply of cleaning chemicals check musical instruments check printing material check canned dry food check beverages check food items fresh review pool functions linen Action by Starting date Completion date audit on condition of all mattresses audit on condition of all TVs & associated equipment audit TV reception review satellite/cable TV provider contract Mini bars 3.0 Takeover and Rebranding This segment of the critical path deals with the rebranding plan. It consists of listing all the physical areas requiring close attention that can be monitored on a twice-weekly basis, on the progress report. All items mentioned on this section should be similar to the one mentioned in the progress report Example: Executive office Accounting office General store Steward store Staff canteen Guest rooms 16/F All the mentioned areas should state the starting date of the monitoring of the status of the rebranding and the projected completion. 4.0 Formulate Critical Path The Data formulated in the Tasks Assignment Check List is to be used as the base for the formulation of the “Critical Path” report. The first thing to establish is the Relaunching date of the Hotel. Secondly, the data from the tasks assignment check list is transferred into the critical path with reference to the rebranding of each area and ultimately the relaunching date. Formulate a Grid sheet which contains all the critical path with a section for each department using the legends of: Starting Date Progress Delay Completion Date Late Completion Relaunching Date All tasks should be monitored and updated twice weekly with a review meeting for all concerned. Whilst this may seem a tedious and time consuming exercise it will ensure that each area of the Hotel is fully ready to be Operational on the Relaunching Date. Note: The Critical Path should be formulated in a Data Base Software format as per the example attached to allow the efficient, Any Date Order, or Person Responsible, Sorting. List of rebranding reports and meetings to be formulated - Twice weekly critical path meeting minutes - operational meeting weekly minutes - design and printing weekly minutes - F&B twice weekly meetings minutes - weekly progress report - Weekly minutes of relaunching ceremony meeting - Weekly minutes of sales department - Monthly sales report to corporate office - Weekly forecast meeting - Weekly minutes of purchasing department - Weekly minutes of accounting department - Monthly controllers report to corporate office - Monthly reports to corporate office should include the following topics - Overview of progress of rebranding - F&B report - Financial - Engineering - Sales - Rooms department - P.R. - Monthly design meeting with designer - Post relaunching weekly project meeting 6.0 Monthly progress report The monthly progress report should be formulated by the hotel GM/Take Over Task Force Manager/Engineering team/DOSM It should contain progress on rebranding plus recruitment progress of key staff, Owner related issues, marketing activity, financial status. Policies and Procedures Rooms Division (as per ACCOR Operations manuals) SOP LSOP - VIP Policy - Guest privacy - Log book - Maintenance requests - Guest illness - Pets & animals - Guests complaints - Uniform - Staff general grooming & behavior - Pagers - Daily briefing - Staff performance appraisal - Interview and recruitment - Work schedule - Stock requisition - Entrance and lobby security - Parking zone security - Staff entrance control - Video security - Patrol - Security supervisor - Divisional accounting procedures - Reservations section - Reservations filing - Geographic code - Market segment code - Reservations forecasts - Reservation operation - Telecom operation - Telephone answering - Wake-up calls - Guest phone inquiries - Emergency guest assistance - Pager system - Staff phone calls - Telecom revenue control - Incoming facsimiles - Booking and charging - Front office reception - Guest check-in - Group check-in - Guest room change/move - Guest check out - Front office cashier - inquiries and messages - guest relations officer/asst. managers - VIP arrival and check-in - Concierge - Concierge check-in duties - Concierge check-out duties - Group luggage handling - Concierge room change duties - Communication board - Doorman and porter - Guest luggage storage - Hotel vehicle maintenance - Hotel vehicle operation - Shift start - Lost and found - Guest complaints handling - Walk through - Daily room inspection - VIP guests - Group arrivals - Folio checking and skipper handling - General maintenance and repair - Guests item storage - Guest room double locking - Safety deposit box breaking - Clinic & medical service - Accident/incident handling - Guest property loss/damage/ handling - Guest room missing article allegation - Disturbance & dispute - Fire alarm & report - Housekeeping / staff communication - Housekeeping / guest communication - Master key - Trolley set-up - Guest room general cleaning sequence - Bed making - Bathroom cleaning - Bedroom cleaning - Turn-down service - Do not disturb display - Guest complaints & requests - Executive & public area cleaning - Linen control - Room inspection - Bathroom inspection - Baby sitting - Lost and found - Guest laundry presentation - Laundry order taking - Laundry valet service - Guest laundry check sequence - Dry-cleaning sequence - Guest garment finishing quality control - Sorting function sequence - Sorting categorization - Linen processing - Washroom function sequence - Drying area function sequence - Flat work function sequence - Uniform laundering process - Laundry daily operation - Unsanitary laundry pickup - Linen management - Damaged laundry - Laundry record - Linen chute - Fire safety policy - Smoke detector network - Sprinkler network - Hose cabinet preventive maintenance - Manual call point - Fire extinguisher preventive maintenance - Fire control panel - Fire pumps - Fire pumps preventive maintenance - Fire stairs evacuation system - Alarm-activated devices - Fire detection - Evacuation procedure - Security evacuation - Human resources evacuation - Finance evacuation - Sales & marketing evacuation - Public relations evacuation - Rooms division evacuation - Kitchen evacuation - Food & beverage outlet evacuation - Room discount policy - Rooms advance deposit - Rooms double lock - Rooms found vacant - Spare key card request - Change of guest room lock - Damage to hotel property by guest - Valuables left unattended in guest room - Complimentary room - House use accommodation - House use limousine - Missing amenities in guest room - Night visits 7.0 Employee Standards The purpose for specifying standards for each department within the Hotel is necessary so that Employees know what is expected and accomplished by the standard. The responsibility of the General Manager is to identify who, in the organization, will be held accountable for the implementation and adherence to the Policies. 7.1 Manning Guide Once performance standards have been established for all positions within the Hotel and all Job Descriptions have been formulated the number of positions required for each specific area of the Hotel can be drafted. Each position should be established in relation to the size and operational requirements of the area and finally reviewed in conjunction with the Budget. 7.2 Recruitment Schedule Following the completion and approval of the Manning Guide comparison can then be made to the actual situation in the hotel and the following action can be taken:- Establish staffing levels organisation chart Number of employees per position Increase or reduction of existing staff levels as required in accordance with local labour laws Commencement of relative training programs Any special or extraordinary circumstances The recruitment schedule of any personnel, especially Senior Management positions, should be as per the rebranding schedule however for take over situations, it is likely to be required ASAP in order to carry out the rebranding requirements within the set time frame. Performance Standards The system is based on the establishment of specific standards of performance for each group of each Department within the Hotel. Non Production Groups: These positions do not vary with the volume of Business had by the Hotel, such positions as Department Heads, Assistants, other Supervisory and Clerical positions. Production Related Groups: This Group will be determined by established performance standards and as such reflect the projected volume of business, positions such as Floor Supervisors, Receptionists, Telephone operators Direct Production Groups: This Group defines positions which can directly fluctuate in accordance with the Highs and Lows of the Business volume and may include seasonal recruitment. The Performance standards for each of these Groups are measured as follows: Non Production Groups: The standard for this group is the result of a policy decision established for the Hotel based on its size, location and idiosyncrasies. Since the Position functions of this group are not controlled by established work standards it is important that each position be evaluated and reviewed on an annual basis to determine its actual requirement and contribution to the profitability of the Hotel. Positions in this group are: General Manager Resident Manager Executive Assistant Manager Financial Controller E.D.P. Manager Human Resources Manager Etc To evaluate the requirement of these positions each requires a detailed Job Description to be prepared including: Job Title Department Purpose and Responsibility Means for carrying out the responsibility Qualification required to fill the position Once the Job Description is complete for all positions within this group the individual work can be evaluated to determine the contribution to the Operation of the Hotel. Why is the Job done? Where is it done? By whom? And how long does it take? Once all Job Descriptions and analysis has been completed for this group they will be reviewed by the management committee to determine if they truly reflect the positions required by the Hotel for the volume of business in the current and coming year/s. Production Related Groups: Standards of performance for this group are based on the level of Occupancy, Number of covers served and the Volume of Beverage sales. Direct Production Groups: Standards of performance for this group are based as for the production related group, however are monitored and modified regularly to sustain the most cost effective production available. On the basis of established standards a manning guide is prepared for each department, or sub-department if necessary, within the Hotel. This guide outlines the number of non-production, production related and direct production employee required at the various levels of volume of business and would include an Organization Chart. In order to utilize the standards established in the Manning Guide a forecast for the coming three month period is prepared and updated monthly, using production standards a potential manpower requirement for each department and sub-department may be formulated. These requirements can then be reviewed and discussed and ultimately modified if necessary. Examples of production standards would be: Room Attendants 15 Rooms 8 Hours Bell men 25 Movements Waiters 20 Covers 2 Hours Cooks 90 Covers 6 Hours Dishwashers 150 Covers 4 Hours Floor Supervisors 40 Occupied Rooms 8 Hours Receptionist 100 Arrivals 8 Hours 7.4 Permits and Licenses This standard should be a detailed list and explanation of all Permits and Licenses necessary for the operation of a Hotel in the area in which it is located. 7.5 Emergency Procedures This standard should be a detailed presentation of the Emergency procedures to be followed in the advent of either a fire, disaster or situation requiring medical urgency. It should also include a statement indicating each employees responsibility to read, understand and if required, duty, in the participation of an emergency. 7.6 Telephone Numbers This standard should provide a list of Telephone numbers to be used for contacting Management, senior personnel and Emerg