Amankila - Front Office (Shift Checklist)

Information

Select your shift checklist!
Conducted on
Prepared by
Position
Team In-Charge

Shift Audit

Which section do you conduct ?
Which category do you conduct ?
To wear clean uniform, name badge, mask and use hand sanitizer
To do hand over from Night Shift
To Read Log Book and follow up urgent pending job from the previous shift
To check schedule of Bell Driver
To check arrival, departure and today's activities and do necessary follow up.
To check assigned today's duty and take a note for special any VIP/Amanjunkies guests and dietary requirement if any.
To do preparation according to task given, checking car cleanliness, instruments, prepare refreshment and to complete car amenities.
To make coordination with Guest Host regarding Bell Desk operation
To take refreshment from PD and ensure that you record the number of drink and advise PD if there is special request.
To check all vehicle: sprayed by disinfectant
To clean and tidy up the luggage store
To keep guest parking are is clean and tidy.
To be ready be 15 minutes the task or duty is started.
To great guests ( called by name ) by Panganjali posture and introduce yourself as their driver.
To pleased guest to get into the car, explained the amenities and confirm the trip to avoid misunderstanding.
To be flexible with guest request.
To be aware of special guest request and dietary restrictions.
To ensure all activity is coordinating with section concerned
To monitor the Bell Desk operation and provide proper response to last minute request.
To control the petty cash.
To report any feed back or complained to ASFOM / FOM for further follow up
To return return the refreshment to PD with a report calculation of drink consume and return the empty bottled water.
To report ASFOM / FOM the condition of the vehicle when return it back to parking area.
To check the following day guest movement and update the schedule according to business demand.
To be ready whenever assistance required during working hours.
To return back the uniform, change mask and use hand sanitizer
To wear clean uniform, name badge, mask and use hand sanitizer
To do hand over from morning shift
To read Log Book and follow up urgent pending job from the previous shift
To check schedule of Bell Driver
To check arrival, departure and today's activities and do necessary follow up.
To check assigned today's duty and take a note for special any VIP/Amanjunkies guests and dietary requirement if any.
To do preparation according to task given, checking car cleanliness, instruments, prepare refreshment and to complete car amenities.
To make coordination with Guest Host regarding Bell Desk operation
To take refreshment from PD and ensure that you record the number of drink and advise PD if there is special request.
To check all vehicle: sprayed by disinfectant
To keep guest parking are is clean and tidy.
To be ready be 15 minutes the task or duty is started.
To great guests ( called by name ) by Panganjali posture and introduce yourself as their driver.
To pleased guest to get into the car, explained the amenities and confirm the trip to avoid misunderstanding.
To be flexible with guest request.
To be aware of special guest request and dietary restrictions.
To ensure all activity is coordinating with section concerned
To monitor the Bell Desk operation and provide proper response to last minute request.
To control the petty cash.
To report any feed back or complained to ASFOM / FOM for further follow up
To return return the refreshment to PD with a report calculation of drink consume and return the empty bottled water.
To report ASFOM / FOM the condition of the vehicle when return it back to parking area.
To check the following day guest movement and update the schedule according to business demand.
To return back the uniform, change mask and use hand sanitizer
To wear clean uniform, name badge and use hand sanitizer
To do hand over from Evening Shift ( including petty cash)
To read Log Book and follow up urgent pending job from the previous shift
To check arrival, departure and today's activities for the following morning.
To check millage of all car, to complete petrol report, amenities, left guest item in the car and locked all car properly.
To prepare cool towel for all activity that handled by Front Office
To prepare car, refreshment and amenities for early check in, check out and early morning activity
To set up Yoga Mat at Yoga Pavilion, if we have Morning yoga class
To do hand over to Morning Shift
To return back the uniform, change mask and use hand sanitizer

Morning Shift

Wash hands before duty and upon entering beach area
Wear complete uniform and name badge
Take the ware house key in time keeping
Take the ice cube, sliced lime and guest list at private dining office
Clean the counter area and spray by disinfectant
Display the items in the counter such as: install the phone, recue board, pin, hand sky, racket, beach tennis, golf stick, life jacket, body board, paddle board, kayak, sand toys, taksu, menu
Polish old Fashioned glasses
Clean the bales and set up such as: bale matrass, bolsters, towel, bad tray, long chairs, round tables, umbrella stone, umbrella
Set up matrass and pillows at swing bad
Set up hammock at coconut grove
Set up volley ball and foot ball in coconut grove
Set up Picnic Breakfast
Drop Guest for Cruise
Pick up guest for Cruise
Clear Up Picnic Breakfast
Clean the shower area
Clean the barrel (gentong) and fill with water
Clean the Batu Jati area
Display the two flags( red& yellow) at between bale 3 and bale 6
Check cleanliness of beach area

Middle Shift

Wear complete uniform, name badge
Wash hands before duty and upon entering beach area
Call morning shift at beach and ask what thing need to be bring down
Lunch for morning shift
Lunch for middle shift
Set up Picnic Breakfast
Drop Guest for Cruise
Pick up guest for Cruise
Clear Up Picnic Breakfast
Prepare for special dinner such as: tables, chairs, cover cushions, lantera, sujaru candle small 50 pieces, torches, umbul umbul, mosquito net at bale 2, mosquito repellent, hand sanitizer, disinfectant
Set up at batu jati if any booking such as: table, chairs, matrass, bolsters, candles 20 pieces, vase flower, mosquito repellent, hand sanitizer
Clear up at batu jati
Set up kid picnic
Check kid picnic set up such as: table, rattan mat, matrass, pillows, round tables, 4 pieces umbrella, table cloth
Clear up at kid picnic set up

Closing

Umbrella, matrass of long chairs
Umbrella stone, towels, bale matrass, bolsters, bad tray
Round tables, matrass swing bad, rescue board, kayak, paddle board, body board
Sand toys, pin, racket, hand sky, takraw, golf
Hammock, volley ball and foot ball
Safety flags (red and yellow)
Carry rubbish to parking area
Check empty bottles and send to bottles room
Check the soil linen and send to house keeping
Lock the beach store
Return the key into time keeping
To wear clean uniform, name badge, mask, white cap and use hand sanitizer
To clean & warming up the boat engine
To set up matrass on the boat at down and upper decks
To check and clean snorkeling equipment
To check safety equipment
To check with for any special note and dietary restrictions on guest
To bring towel, refreshment and food on board
To put a note for special food with restrictions, ensure to be served to the right guest.
To cover the matrass by white towel
To greet and welcome guest ( called guest by name ) with panganjali posture
To assist guest on board, extra attention to kids and old guest
To explain the safety procedure and re- confirm the cruise program; cruising around, snorkeling and at the end having food or snack
To serve drink for guest enjoyment
To provide explanation about the trip
To assist guest for snorkeling and ensure they use life jacket and provide life ring as part of safety procedure.
To serve food and drink after snorkeling.
To inform the guest that the program is finished and thank them for joining the program then back to Padang Bay
To call Amankila for a car pick up according to number of guest
To assist guest get off from the boat, extra attention to kids and old guest
To take a note guest feedback and report to ASFOM or FOM for further follow up if necessary
To get off all the towel, refreshment and food - hand over to the driver.
To tidy up all the equipment, clean the boat by fresh water including snorkeling and safety equipment
To cover the boat.
To use hand sanitizer
To return back the uniform, change mask and use hand sanitizer
To wear clean uniform, name badge, use hand sanitizer and mask
To clean and tidy up working area.
To read read Log Book, Memo, New Hotel Information and New Hotel P&P
To check urgent outstanding email and other priority task to follow up.
To follow up pending task from the previous shift.
To reply incoming email with scale of priority and make sure all inquiries are replied within 24 hours
To check & follow up email from SynXis and Mr & Mrs Smith bookings
To take and follow-up direct booking via phone
To include Guest Directory, Spa Menu and Top Suggestion Activity on every booking inquiry for upselling and create personalized itinerary.
A two days in advance, to check correspondence of arrival guests
Profile Look Up to complete the profile
Complete the rate, package and payment ( check via link payment report )
Make sure to complete the trace, special remarks and preferences
Complete the room assignment and arrival details
If need it, call guest to reconfirm for pick up time, number of guest and sharer.
To contact another Aman Indo to get more information for guest expecting coming from Aman Indo VIP Arrival Escort Service booking
To coordinate and share with other department for dietary restrictions, allergies, medical restrictions and special requests ( H/M. Wedd. Anniversary, Birth Day )
To assist Guest Host for any information related to reservation.
To assist Guest Host for check in and handling outside guest visit.
To communicate with Guest Host and prepare proposal itinerary based on guest request.
To share guest history to Aman in Bali & Java of guest next destination.
To make sure we receive full payments during festive periods according to payment policy, send reminders for any outstanding payment.
To use eLink Payment, for payment request ( data privacy).
Phone calls should be answered within three rings.
Our tone of voice is calm and clear using the local greeting and the appropriate greeting of the day
We smile and show genuine excitement to have received the call
We politely ask for the guest’s full name and phone number and if they have visited Aman before
We don’t place a phone call longer than 30 seconds on hold without offering call-back. If time is needed to gather information, we offer a call-back and prepare any questions
If we need to transfer a call, we ensure the recipient is briefed on our conversation with the guest. If we are the one being transferred to, we acknowledge to the guest that we are aware of the conversation
We engage in a genuine conversation in case there might be a delay in obtaining information from the system
We do not decline any requests without offering appropriate alternatives
We offer the available room types and rates, emphasizing the superior elements of higher room categories
We can clearly describe rates and inclusions. Rates are communicated in both local currency as well as the currency that is familiar to our guest including the remark that the rates may change
We mention exclusive offers and their availability period
We can readily describe the various physical elements in the guest room
We can describe the facilities and services with clarity, customizing the provided information to the guest
We can effectively provide directions and/or transportation options and their associated costs
We proactively offer additional services, such as transportation, activities, dinner or spa reservations
We inform our guests about our Kriya strategy and initiatives available to them such as donating to local charities, community service opportunities, etc. We check if the guest wishes to participate in the Aman
Linen Programme and check for their preference of frequency of linen change
For repeat guests, we let them know that we recognize their previous visit(s) and reconfirm any preferences
Check arrival 14 days prior - Rates
Check arrival 14 days prior - Market Segment
Check arrival 14 days prior - Names & Period of Stay
Check arrival 14 days prior - Billing instruction and Inclusion
Check arrival 14 days prior - Flight details
Check arrival 14 days prior - Balance Payment
Check arrival 1 days prior - Rates
Check arrival 1 days prior - Market Segment
Check arrival 1 days prior - Names & Period of Stay
Check arrival 1 days prior - Billing instruction and Inclusion
Check arrival 1 days prior - Flight details
Check arrival 1 days prior - Balance Payment
Check history & forecast data (Pull history and forecast data and save to the designated file)
To do proper hand over to Evening Shift and list pending task need to be followed up.
To wear clean uniform, name badge, use hand sanitizer and mask
To clean and tidy up working area.
To read read Log Book, Memo, New Hotel Information and New Hotel P&P
To check urgent outstanding email and other priority task to follow up.
To follow up pending task from the previous shift.
To reply incoming email with scale of priority and make sure all inquiries are replied within 24 hrs
To check & follow up email from Synxis and Mr & Mrs Smith bookings
To take and followup direct booking via phone
To include Guest Directory, Spa Menu and Top Suggestion Activity on every booking inquiry for upselling and create personalized itinerary
Continue Follow Up, A two days in advance, to check correspondence of arrival guests
Complete the reservation of Profile Look Up
Complete the rate, package and payment ( check via link payment report )
Make sure and complete the trace, special remarks and preferences
Complete the room assignment and arrival details
If need it, call guest to reconfirm for pick up time, number of guest and sharer
To contact another Aman Indo to get more information for guest expecting coming from Aman Indo VIP Arrival Escort Service booking
To coordinate and share with other department for dietary restrictions, allergies, medical restrictions and special requests ( H/M. Wedd. Anniversary, Birth Day ).
To assist Guest Host for any information related to reservation.
To assist Guest Host for check in and handling outside guest visit.
To communicate with Guest Host and prepare proposal itinerary based on guest request.
To share guest history to Aman in Bali & Java of guest next destination.
To make sure we receive full payments during festive periods according to payment policy, send reminders for any outstanding payment.
To use eLink Payment, for payment request ( data privacy).
"Phone calls should be answered within three rings.
Our tone of voice is calm and clear using the local greeting and the appropriate greeting of the day"
We smile and show genuine excitement to have received the call
We politely ask for the guest’s full name and phone number and if they have visited Aman before
We don’t place a phone call longer than 30 seconds on hold without offering call-back. If time is needed to gather information, we offer a call-back and prepare any questions
If we need to transfer a call, we ensure the recipient is briefed on our conversation with the guest. If we are the one being transferred to, we acknowledge to the guest that we are aware of the conversation
We engage in a genuine conversation in case there might be a delay in obtaining information from the system
We do not decline any requests without offering appropriate alternatives
We offer the available room types and rates, emphasizing the superior elements of higher room categories
We can clearly describe rates and inclusions. Rates are communicated in both local currency as well as the currency that is familiar to our guest including the remark that the rates may change
We mention exclusive offers and their availability period
We can readily describe the various physical elements in the guest room
We can describe the facilities and services with clarity, customizing the provided information to the guest
We can effectively provide directions and/or transportation options and their associated costs
We proactively offer additional services, such as transportation, activities, dinner or spa reservations
We inform our guests about our Kriya strategy and initiatives available to them such as donating to local charities, community service opportunities, etc. We check if the guest wishes to participate in the Aman
Linen Programme and check for their preference of frequency of linen change
For repeat guests, we let them know that we recognize their previous visit(s) and reconfirm any preferences
Check reservation made yesterday - Rates
Check reservation made yesterday - Market Segment
Check reservation made yesterday - Names & Period of Stay
Check reservation made yesterday - Billing instruction and Inclusion
Check arrival 7 days prior - Rates
Check arrival 7 days prior - Market Segment
Check arrival 7 days prior - Names & Period of Stay
Check arrival 7 days prior - Billing instruction and Reservation Inclusion
Check arrival 7 days prior - Flight details
Check arrival 7 days prior - Balance Payment
Check extranet - Follow up for any new booking and inquiry
Daily Traffic - Email Yesterday (in the morning)
Daily Traffic - Email Today
Daily Traffic - Email Responded
Daily Traffic - Whatsapp
Daily Traffic - Telephone
Daily Traffic - Other Booking Source
To do proper hand over to Guest Host Night Shift.
To wear clean uniform, name badge and use hand sanitizer
To pick up keys for shop & gallery at Time Keeping
To open shop & boutique and switch all the light and AC
To check the cleanliness the area and tidy up the items
To read look book if there are pending jobs from the previous shift that need to be followed up urgently.
To the check the house bank and ensure the total at IDR 250.000.
To turn on the computer, check incoming emails that need to follow up.
The guest is greeted with panganjali posture (both hand in the middle of chess), according to the greeting standard with appropriate time of the day, call guest by name, friendly and smile
To prepare proper bill of shop & gallery, ask the guest politely to sign the bill
To always confirm that guest received all item purchased, no left behind,
To post the transaction in Opera and make sure the total charge is correct ( between shop and gallery) support by valid bill with guest signature ( refer to supplier item list
To handle payment by cash or credit card
To update the inventory and sold items
To make copy of the bills (sold items) depend on the number of supplier
To update daily sales from shop and gallery
To do hand over to evening shift
To return uniform, change mask and use hand sanitizer
To wear clean uniform, name badge and use hand sanitizer
To do hand over with morning shift
To check the cleanliness the area and tidy up the items if necessary
To read look book if there are pending jobs from the previous shift that need to be followed up urgently
To the check the house bank and ensure the total at IDR 250.000
To check incoming emails that need to follow up.
The guest is greeted with panganjali posture (both hand in the middle of chess), according to the greeting standard with appropriate time of the day, call guest by name, friendly and smile
To prepare proper bill of shop & gallery, ask the guest politely to sign the bill
To always confirm that guest received all item purchased, no left behind.
To post the transaction in Opera and make sure the total charge is correct (between shop and gallery) support by valid bill with guest signature (refer to supplier item list)
To handle payment by cash or credit card
To update the inventory and sold items
To make copy of the bills (sold items) depend on the number of supplier
To update daily sales from shop and gallery
To do hand over to Guest Host Night Shift
To return uniform, change mask and use hand sanitizer
To wear clean uniform, name badge and use hand sanitizer
To clean and tidy up the working area.
To clean and tidy up library, including turn off lights outside, turn on light inside and turn on AC.
To clean and tidy up the Kid's Room and ensure all lights on and AC working properly.
To check wake up call list.
To read Log Book, Memo, New Hotel Information and New Hotel P&P
To follow up pending task from the previous shift.
To check arrival, departure, in house guest list and activities
To check the Guest Board, make sure correspondence with in house guest list, includes the special note, H/M, Wedding Anniversary, Birth Day, etc
To check PABX and holding music working properly
To check Opera System - Billing System is working properly.
To handle handle incoming and out going phone calls including transferring calls - Refer to GSP
To keep guest privacy - Incognito Guest
To visit library and kid room every 3 hours to check the cleanliness and tidy up all available item.
To assist Guest Host; handling out side guest visit or check in
To log all message that need to be followed by evening shift
To update Guest Board with recent arrival and departure
To ensure following the telephone courtesy
To be ready to communicate if the hotel is on fire, tsunami etc.
Phone calls should be answered within three rings. Our tone of voice is calm and clear using the local greeting and the appropriate greeting of the day. We show genuine excitement to have received the call
We always ask our guest for permission before placing the call on hold
We don’t place a phone call longer than 30 seconds on hold without offering call-back
We readily smile and use the guest’s name throughout the conversation
We can provide appropriate restaurant recommendations and describe the atmosphere and cuisine
We can provide a variety of basic business requests, such as photocopying, scanning or printing
If our guest has a complaint, we sincerely apologies and take immediate action to resolve the complaint and reassure our guest. The proposed resolution fully and accurately meets our guest’s needs
We thank our guest with enthusiasm and close the conversation with a polite and personalized remark and link the greetings with the purpose of the call/visit
The call/visit is handled without excessive delays or interruptions and fully and accurately meets our guest’s needs
Any relevant guest information or requests are communicated across shifts and departments; follow up or call-backs are timely and accurate
Any relevant guest preferences are captured in the guest profile to personalize future stays
To do handover to evening shift.
To return uniform, replacing mask, and use hand sanitizer
To wear clean uniform, name badge and use hand sanitizer
To clean and tidy up the working area
To clean and tidy up library, including turn off lights outside, turn on light inside and turn on AC
To clean and tidy up the Kid's Room and ensure all lights on and AC working properly
To check wake up call list
To read Log Book, Memo, New Hotel Information and New Hotel P&P
To follow up pending task from the previous shift
To check arrival, departure, in house guest list and activities
To check the Guest Board, make sure correspondence with in house guest list, includes the special note, H/M, Wedding Anniversary, Birth Day, etc.
To check PABX and holding music working properly
To check check Opera System - Billing System is working properly.
To handle handle incoming and out going phone calls including transferring calls - Refer to GSP
To keep guest privacy - Incognito Guest
To visit library and kid room every 3 hours to check the cleanliness and tidy up all available item.
To assist Guest Host; handling out side guest visit or check in
To log all message that need to be followed by evening shift
To update Guest Board with recent arrival and departure
To ensure following the telephone courtesy
To be ready to communicate if the hotel is on fire, tsunami etc.
Phone calls should be answered within three rings. Our tone of voice is calm and clear using the local greeting and the appropriate greeting of the day. We show genuine excitement to have received the call
We always ask our guest for permission before placing the call on hold
We don’t place a phone call longer than 30 seconds on hold without offering call-back
We readily smile and use the guest’s name throughout the conversation
We can provide appropriate restaurant recommendations and describe the atmosphere and cuisine
We can provide a variety of basic business requests, such as photocopying, scanning or printing
If our guest has a complaint, we sincerely apologies and take immediate action to resolve the complaint and reassure our guest. The proposed resolution fully and accurately meets our guest’s needs
We thank our guest with enthusiasm and close the conversation with a polite and personalized remark and link the greetings with the purpose of the call/visit
The call/visit is handled without excessive delays or interruptions and fully and accurately meets our guest’s needs
Any relevant guest information or requests are communicated across shifts and departments; follow up or call-backs are timely and accurate
Any relevant guest preferences are captured in the guest profile to personalize future stays
To do handover to night shift
To return uniform, replacing mask, and use hand sanitizer
To wear clean uniform, name badge and hand sanitizer
To do hand over from night shift
To follow up urgent pending job from night shift
To check arrival, departure and activity
To follow up trace report and take special note or request for further follow up.
To lease with Bell Desk for morning activity, including today's arrival and departure arrangement
To check WhatApps and Signal if any message that need to follow up urgently
To record Bell Driver assignment
To communicate to Airport Rep for any special request
To reconfirm VIP Arrival Escort Service bookings and do necessary follow up
To check if all EDC Machine is working properly and also the internet signal
To prepare Registration Card, Waiver Form A and also ensure the suite key is ready for arrival and disinfected. To attached Amex FHR or CENTURION welcome card - refer to booking
To Handle Check In ( refer to GSP ). To greet and welcome, confirm they arrival guest and the promotion package including the benefit
To explain resort facilities with opening time
To promote / upsell activity on the way check in to the suite
To re-confirm pre-activity
To explain suite facilities and to register guest - ensure the RC is completely filled out
To sign waiver
To confirm departure arrangement
To confirm Pre-Auth purpose & the process.
To process the check in into the system
To complete Guest Profile ( refer to GSP )
To update Guest Board with guest picture
The guest is welcome with genuine excitement and a ready smile
The arrival of our guest is communicated across departments
Any relevant guest information or requests are consistently and timely communicated across departments
Any relevant guest preferences are captured in the guest profile to personalize future stays
Prior to our guest’s arrival, guest preferences and special requests have been reviewed and shared with respective departments
We greet the guest using their name and the local greeting.
For return guests, an appropriate remark is made
If guest room is not ready: we make thoughtful suggestions to ensure our guest’s comfort while they wait. Guest is offered to have lunch or to use hotel facilities while waiting
We remove our shoes and place them neatly before entering (if part of local culture)
We open the door the guest room and let our guest enter first
Upon entering, we welcome the guests with a warm and friendly greeting “Welcome home”
All details of the reservation are accurate; contact details, dietary restrictions, housekeeping preferences and departure date and details are confirmed during check in
The Aman Linen Programme is explained, preferences of frequency of changing linen are (re)confirmed.
If used, in-room artefact is pointed out
Before leaving the room, we offer our assistance with any specific requests showing genuine interest and care
We close the interaction with a polite, appropriate remark personalizing the interaction
Check in is conducted without excessive delays or interruption
To Handle Check Out ( refer to GSP )
To inform HK to check MB
To call FB Cashier for additional bill
To inform BD to collect the luggage
To prepare the bill
To get complete guest address & contact details and update to the opera
To prepare and present; cold towel, departure cookies, Amankila Bracelet ( Dwi Datu)
To finalizing the check out process in the system
To handle guest inquiry - refer to GSP
To handle guest booking activity - refer to GSP - story telling, important confirm the price, offer an option if not available.
To be proactive in doing upselling and record it
To update guest with today's event ( dance performance and ceremony )
To sanitize hands after handling passports, credit cards and cash
To ensure all guest booked activity is charged properly
The phone calls should be answered within three rings. Our tone of voice is calm and clear using the local greeting and the appropriate greeting of the day. We show genuine excitement to have received the call
To ensure when utilize 3rd party meets our standards of privacy, safety and exclusivity. The appearance and hospitality skills of the guides are professional and courteous
To list all message that need to follow up by next shift on the Log Book.
To hand over House Bank and pending job to next shift.
To return uniform, replace mask and use hand sanitizer
To wear clean uniform, name badge and hand sanitizer
To do hand over from morning shift
To follow up urgent pending job from previous shift
To check arrival, departure and activity
To follow up trace report and take special note or request for further follow up.
To lease with Bell Desk for morning activity, including today's arrival and departure arrangement
To check WhatApps and Signal if any message that need to follow up urgently
To record Bell Driver assignment
To communicate to Airport Rep for any special request
To reconfirm VIP Arrival Escort Service bookings and do necessary follow up
To check if all EDC Machine is working properly and also the internet signal
To prepare Registration Card, Waiver Form A and also ensure the suite key is ready for arrival and disinfected. To attached Amex FHR or CENTURION welcome card - refer to booking
To Handle Check In ( refer to GSP ). To greet and welcome, confirm they arrival guest and the promotion package including the benefit
To explain resort facilities with opening time
To promote / upsell activity on the way check in to the suite
To re-confirm pre-activity
To explain suite facilities and to register guest - ensure the RC is completely filled out
To sign waiver
To confirm departure arrangement
To confirm Pre-Auth purpose & the process.
To process the check in into the system
To complete Guest Profile ( refer to GSP )
To update Guest Board with guest picture
The guest is welcome with genuine excitement and a ready smile
The arrival of our guest is communicated across departments
Any relevant guest information or requests are consistently and timely communicated across departments
Any relevant guest preferences are captured in the guest profile to personalize future stays
Prior to our guest’s arrival, guest preferences and special requests have been reviewed and shared with respective departments
We greet the guest using their name and the local greeting.
For return guests, an appropriate remark is made
If guest room is not ready: we make thoughtful suggestions to ensure our guest’s comfort while they wait. Guest is offered to have lunch or to use hotel facilities while waiting
We remove our shoes and place them neatly before entering (if part of local culture)
We open the door the guest room and let our guest enter first
Upon entering, we welcome the guests with a warm and friendly greeting “Welcome home”
All details of the reservation are accurate; contact details, dietary restrictions, housekeeping preferences and departure date and details are confirmed during check in
The Aman Linen Programme is explained, preferences of frequency of changing linen are (re)confirmed.
If used, in-room artefact is pointed out
Before leaving the room, we offer our assistance with any specific requests showing genuine interest and care
We close the interaction with a polite, appropriate remark personalizing the interaction
Check in is conducted without excessive delays or interruption
To Handle Check Out ( refer to GSP )
To inform HK to check MB
To call FB Cashier for additional bill
To inform BD to collect the luggage
To prepare the bill
To get complete guest address & contact details and update to the opera
To prepare and present; cold towel, departure cookies, Amankila Bracelet ( Dwi Datu)
To finalizing the check out process in the system
To handle guest inquiry - refer to GSP
To handle guest booking activity - refer to GSP - story telling, important confirm the price, offer an option if not available.
To be proactive in doing upselling and record it
To update guest with today's event ( dance performance and ceremony )
To sanitize hands after handling passports, credit cards and cash
To ensure all guest booked activity is charged properly
The phone calls should be answered within three rings. Our tone of voice is calm and clear using the local greeting and the appropriate greeting of the day. We show genuine excitement to have received the call
To ensure when utilize 3rd party meets our standards of privacy, safety and exclusivity. The appearance and hospitality skills of the guides are professional and courteous
To list all message that need to follow up by next shift on the Log Book.
To hand over House Bank and pending job to next shift.
To return uniform, replace mask and use hand sanitizer
To wear clean uniform, name badge and hand sanitizer
To hand over with evening shift and follow up pending job
To check and do hand over of House Bank balance
To check arrived & departed guest in the system, to ensure all is in order
To check MC for today's guest activity
To do suite key inventory
To enter guest activity on guest profile
To print Room Rate Report for Accounting Department
To ensure all guest already gone back to the suite
To make Sales Recapitulation Report
To update F&B Event Activity Report
To run night audit
To print DBS REPORT - Arrival, Departure, Guest List Report, Trace Report ( including log book report), History & Forecast Report
To make photo copy and distribute of DBS Report for all department
To save all guest folio bill as back up
To check all morning activity
To check the cleanliness lobby area and back of the house
To list task or message in log book that need to be followed up by morning shift
To prepare Registration Card for today's arrival
To Handle Check In ( refer to GSP ). To greet and welcome, confirm they arrival guest and the promotion package including the benefit
To explain resort facilities with opening time
To promote / upsell activity on the way check in to the suite
To re-confirm pre-activity
To explain suite facilities and to register guest - ensure the RC is completely filled out
To sign waiver
To confirm departure arrangement
To confirm Pre-Auth purpose & the process.
To process the check in into the system
To complete Guest Profile ( refer to GSP )
To update Guest Board with guest picture
The guest is welcome with genuine excitement and a ready smile
The arrival of our guest is communicated across departments
Any relevant guest information or requests are consistently and timely communicated across departments
Any relevant guest preferences are captured in the guest profile to personalize future stays
Prior to our guest’s arrival, guest preferences and special requests have been reviewed and shared with respective departments
We greet the guest using their name and the local greeting.
For return guests, an appropriate remark is made
If guest room is not ready: we make thoughtful suggestions to ensure our guest’s comfort while they wait. Guest is offered to have lunch or to use hotel facilities while waiting
We remove our shoes and place them neatly before entering (if part of local culture)
We open the door the guest room and let our guest enter first
Upon entering, we welcome the guests with a warm and friendly greeting “Welcome home”
All details of the reservation are accurate; contact details, dietary restrictions, housekeeping preferences and departure date and details are confirmed during check in
The Aman Linen Programme is explained, preferences of frequency of changing linen are (re)confirmed.
If used, in-room artefact is pointed out
Before leaving the room, we offer our assistance with any specific requests showing genuine interest and care
We close the interaction with a polite, appropriate remark personalizing the interaction
Check in is conducted without excessive delays or interruption
To Handle Check Out ( refer to GSP )
To inform HK to check MB
To call FB Cashier for additional bill
To inform BD to collect the luggage
To prepare the bill
To get complete guest address & contact details and update to the opera
To prepare and present; cold towel, departure cookies, Amankila Bracelet ( Dwi Datu)
To finalizing the check out process in the system
To handle guest inquiry - refer to GSP
To handle guest booking activity - refer to GSP - story telling, important confirm the price, offer an option if not available.
To be proactive in doing upselling and record it
To update guest with today's event ( dance performance and ceremony )
To sanitize hands after handling passports, credit cards and cash
To ensure all guest booked activity is charged properly
The phone calls should be answered within three rings. Our tone of voice is calm and clear using the local greeting and the appropriate greeting of the day. We show genuine excitement to have received the call
To ensure when utilize 3rd party meets our standards of privacy, safety and exclusivity. The appearance and hospitality skills of the guides are professional and courteous
To list all message that need to follow up by next shift on the Log Book.
To hand over House Bank and pending job to next shift.
To return uniform, replace mask and use hand sanitizer
Send out the shift checklist of the day
Remove all digital result at iAuditor (except Attendance Record)
Remove all device from all department at iAuditor

Sign Off

Your Signature

Amankila - Front Office (Shift Checklist)

Go digital today!

Convert your paper checklists into digital forms

Morning Shift

Middle Shift

Closing

Related checklists

Amankila - Front Office (Shift Checklist)

Free Amankila - Front Office (Shift Checklist) Checklist

Go digital today!

Convert your paper checklists into digital forms

Morning Shift

Middle Shift

Closing

Related checklists