ALILA BANGALORE HOTEL & RESIDENCE

FRONT OFFICE OPERATIONS MANUAL

2010-
2010-2011

Compiled By
Hemal Jain
Front Office Manager
 THE ROLE OF FRONT OFFICE
• Front Office is the soul of the organization. It is basically the first point of contact that the host
would have with the Guest.

• It is from Front Office that various information is disseminated amongst the departments in
the hotel for proper functioning.

• All employees at front office should always be groomed and well maintained and be
presentable at all times.

• Front office is also the man source of information in the entire hotel for both internal and
external customers.

• All hosts in the hotel should treat their colleagues, Guests; suppliers etc with utmost respect
and always are willing to help in whatever way they can.

HOURS OF OPERATION
Front Office at Alila Bangalore Hotel & Residence will operate round the clock 24hrs a day. There will
be three shifts which would keep on relieving each other and thus would complete a round the clock
movement. At certain time periods, certain hosts might have to extend their duty hours if a all the
operation so demands.

JOB FUNCTIONS
• The ability to welcome and register hotel Guests with an emphasis on fulfilling requests,
following special handling instructions and also adhering to established policies and procedures.

• The ability of the hosts to handle keys and be aware of its procedures.

• The ability to quote and be familiar with room and rate availabilities for current and future
dates.

• The ability to display at all times, a friendly, courteous and professional manner in all dealing
with Guests, patrons and other employees.

• The ability to accept reservations, changes and cancellations in the absence of reservation
staffs.

• The ability to select and block rooms for arriving Guests, pre-register Guests or for groups.
• Be able to escort Guests, VIP’s and return Guests as desired.

• The hosts should be able to work closely with inter sections within the departments such as
Leisure Concierge for effective handling of Guests luggage and follow up on Guest requests.

• The ability of the hosts to handle problems or complaints.

• The hosts should be able to utilize the computer system in running of daily reports and for
blocking special requests.

• The ability of the hosts to handle all kinds of safe deposit box requests, including all safety
boxes procedures.

• The hosts should be able to make key packets for arriving Guests and should also be able to
print and modify registration cards.

• The hosts should be able to check the Guests out of the hotel in complete accordance with
laid down policies and procedures.

• The hosts should be able to exchange foreign currency, make changes, post charges to Guest
accounts.

• The hosts should be able to receive telephone calls, transfer them, take messages and follow
all emergency procedures as laid down.

• The hosts should be able to maintain a balanced imprest system at the hotel.

• The hosts should all be well versed with hours of operations of all hotel facilities and services.

• The hosts should be able to gather and reconcile all transactions at the close of the shift and
give a proper handover.

• The hosts should be able to understand and demonstrate tasks performed by other sections
like concierge, operators, reservations etc.

• The hosts should be able to handle hotel emergency procedures and situations with maturity
and professionalism.

• The hosts to perform tasks and projects as delegated by the superiors.

• The hosts as desired should be able to do multi tasking at any point in time as desired
operationally.
 TRAINING CHECKLIST
FRONT OFFICE OPERATIONS

Name:

Joining Date:

Training Completion Date:

Buddy/Trainer:
Your buddy and trainer would teach you the responsibilities and demonstrate you how to perform
specific tasks as mentioned below. This would help you in performing the tasks effectively. Both the
trainee and the buddy should then put their initials which will show that the trainee has been given an
opportunity to showcase his skills and demonstrate his capabilities by performing that job role. At any
given point in time, wherein a trainee feels that he/she is not very clear about the how to perform the
tasks, then it is his/her responsibility to communicate the same to his buddy so that the same can be
repeated and performed again.

It is our constant motive to make sure that all artisans at Alila Bangalore Hotel and Residence are
provided with necessary tools and have the required skills to be successful.

Tasks & Responsibilities Dated Buddy Trainee

Code 1: Core Standards
What are core standards?
Core Standards for Airport Arrival
Core Standards for Hotel Car
Core Standards for Arrival Main Driveway & Lobby
Core standards for Arrival by own vehicle
Core Standards for Check In at Front Desk
Core Standards for Suite Arrivals /VIP
Core Standards for Check out
Core Standards for Z line
Core Standards for Business Centre Library
Core Standards for Concierge
Core Standards for Reservations
Core Standards for Wake up calls
Core Standards for Rooming a Guest
Core Standards for Alila Residences
Core Standards for Problem Resolution
Core Standards for Incoming/Outgoing Fax Packages

Code 2: Moments of Truth

What are Moments of Truth?
Moments of Truth for Arrival Experience
Moments of Truth for Departure Experience
The Experience flow chart for a Guest
Moments of Truth for Guest Experience
Moments of Truth for Personal Preference Menu
Moments of Truth for Suite/Residence Orientation
and Registration
Moments of Truth for Communication Services

Code 3: Responsibilities
Definition of responsibilities?
Reading log books, emails, notice boards
Taking hand over
Retrieve passed on information from previous shifts
Taking cash handover
Check and resolve opera traces
Putting locator in the system
Check and ensure timely delivery of
messages/faxes/deliveries
Posting of charges
Check on PM accounts with balances
Updating registration information in the computer
How to do a bucket check
IN room/suite check-in
Understanding the process of pre-registration
Handling late checkout requests and charges
applicable
Room Escort and orientation
How to handle folio request?
In room/suite/residence check out
Express check outs
Single lady Traveller
Exchanging foreign currency
Establishment of credit
Updation of Guest Credits
How to close cash and drop bank
Understanding Imprest
Understanding Routing
Check out
Multiple postings
Paid out and its applications
Adjustments and Rebates
Miscellaneous charge postings
Splitting of charges
Room Move procedures
Wake up calls
What is the Pet policy at Alila Bangalore?
Upselling- features and benefits of each room
category
Tracking of upselling
Incoming Packages
Room Blocking
Late charge procedures
Lost and found procedures
Handling a Guest request
Handling questions, problems and complaints
Crunch Team
Tip Policy
Key In and Key out procedures
Mobile in and out procedures
Understanding CRM
CRM profile Updation and cropping of pictures

Code 4: Leisure Concierge

Luggage delivery to rooms
Valet Parking, location of Alila Car Parks
Tagging of bags
Left luggage procedures
Leisure Concierge Activities
Booking of Airline tickets
Flight/Railway Ticket Reconfirmation
Activities Planning
Airport Pick up and drop procedures

Code 5: Telephones
Importance of handling telephones
Standard telephone greetings

Code 6: Night Auditing

What is Night auditing and End of the day?
Process of Night Auditing?
What is POS?
Process of POS Auditing?

Code 7: Service Levels

What are Alila Service Levels?
Types of Service levels and its literal word meaning?
Each Service levels defined
Escorting & orientation per service level
Code 8: PPM
What is PPM?
Importance and Relevance of PPM?

Code 9: Alila Circle and Black Card

Code 10: Detailed Property Information

COMMENTS:

Trainee’s Signature: Dated:

Trainer’s Signature: Dated:

Front Office Manager’s Signature: Dated:

 CONTENTS
Code 1: Core Standards
• What are core standards?
• Core Standards for Airport Arrival
• Core Standards for Hotel Car
• Core Standards for Arrival Main Driveway &
Lobby
• Core standards for Arrival by own vehicle
• Core Standards for Check In at Front Desk
• Core Standards for Suite Arrivals /VIP
• Core Standards for Check out
• Core Standards for Z line
• Core Standards for Business Centre Library
• Core Standards for Concierge
• Core Standards for Reservations
• Core Standards for Wake up calls
• Core Standards for Rooming a Guest
• Core Standards for Alila Residences
• Core Standards for Problem Resolution
• Core Standards for Incoming/Outgoing Fax
Packages

Code 2: Moments of Truth

• What are Moments of Truth?
• Moments of Truth for Arrival Experience
• Moments of Truth for Departure Experience
• The Experience flow chart for a Guest
• Moments of Truth for Guest Experience
• Moments of Truth for Personal Preference
Menu
• Moments of Truth for Suite/Residence
Orientation and Registration
• Moments of Truth for Communication
Services

Code 3: Responsibilities
• Definition of responsibilities?
• Reading log books, emails, notice boards
• Taking hand over
• Review information passed on from previous
shifts
• Taking cash handover
• Check and resolve opera traces
• Putting locator in the system
• Check and ensure timely delivery of
messages/faxes/deliveries
• Posting of charges
• Check on PM accounts with balances
• Updating registration information in
computer
• How to do a bucket check
• IN room/suite check-in
• Understanding the process of pre-registration
• Handling late checkout requests and charges
applicable
• Room Escort and orientation
• How to handle folio request?
• In room/suite/residence check out
• Express check outs
• Single lady Traveller
• Exchanging foreign currency
• Establishment of credit
• Updation of Guest Credits
• How to close cash and drop bank
• Understanding Imprest
• Understanding Routing
• Check out
• Multiple postings
• Paid out and its applications
• Adjustments and Rebates
• Miscellaneous charge postings
• Splitting of charges
• Room Move procedures
• Wake up calls
• What is the Pet policy at Alila Bangalore?
• Upselling- features and benefits of each room
category
• Tracking of upselling
• Incoming Packages
• Room Blocking
• Late charge procedures
• Lost and found procedures
• Handling a Guest request
• Handling questions, problems and complaints
• Crunch Team
• Tip Policy
• Key In and Key out procedures
 • Mobile in and out procedures
• Understanding CRM
• CRM profile Updation and cropping of
pictures

Code 4: Leisure Concierge

• Luggage delivery to rooms
• Valet Parking, location of Alila Car Parks
• Tagging of bags
• Left luggage procedures
• Leisure Concierge Activities
• Booking of Airline tickets
• Flight/Railway Ticket Reconfirmation
• Activities Planning
• Airport Pick up and drop procedures
• Outside Taxi requests
• Courier and Outgoing Package Requests

Code 5: Telephones
• Importance of handling telephones
• Standard telephone greetings

Code 6: Night Auditing

• What is Night auditing and End of the day?
• Process of Night Auditing?
• What is POS?
• Process of POS Auditing?

Code 7: Service Levels

• What are Alila Service Levels?
• Types of Service levels and its literal word
meaning?
• Each Service levels defined
• Escorting & orientation per service level

Code 8: PPM
• What is PPM?
• Importance and Relevance of PPM?

Code 9: Alila Circle and Black Card

Code 10: Detailed Property Information

Code 11: Various formats

 CODE-
CODE-1
CORE STANDARDS
• Core Standards
Standards is basically the level of service that a Guest receives from the moment he
starts his interaction with any of the hosts and till the time that particular interaction or
request is completed.

• Core Standards are basically based on the objectives of the company,

company, hotel and the
department concerned.

• All Guests are supposed to receive the services outlined in the Core standards at any point in
time.
CORE STANDARDS FOR AIRPORT ARRIVAL

1 Was the Airport Host clearly visible in the arrival hall with the Alila
Alila signage, prominently
displayed?
2 Was the Airport host well groomed, wearing a neat uniform and offered a warm welcome
and introducing himself by name?
3 Did the host create a sense of recognition by using the name at least once during the
conversation
conversation in a natural and discreet manner?
4 Did the host wish you appropriately welcome/welcome back to Bangalore?

5 Did the host engage in polite unobtrusive conversation while waiting for the bags?

6 Did the Airport host inform the duration of the transfer

transfer and did he inquire if you wished to
use restrooms prior to departing to the hotel?
7 Did the airport host offer to carry your luggage and trolleys.

8 Did the host have an umbrella and baggage skins in case of rain-
rain- wet weather plan) CAN
WE GIVE 2 SHAWLS
SHAWLS & FIRST AID KIT
9 Did the host tell you where the meeting point was to wait for the car? When leaving the
airport terminal, did the host inform the Guest that he was calling the hotel car.
10 Were the vehicles of AB standard-
standard- Innova/ Camry - Black with
with white Alila Logo

11 Did the driver/host open the car door for the Guest?

12 Did the host remove the airline tags and tag your room number/s to your baggage , before
loading the bags
13 Did the host inform the Guest that he has kept the luggage inside the car and also confirm
the number of pieces?
14 Did the host inform the Guest that he has placed the hand luggage in the front side of the
car?
15 Did the host thank the Guest and wish him/her a pleasant stay at Alila Bangalore.

16 Did the host call the

the hotel and inform that the Guests have left from the airport?

17 Was the host wearing shoes of corporate standard?

18 Did the host wear a company name badge and was he free of any bad odors.

19 Did the host regularly maintain eye contact with the Gues
Guestt and was he showcasing a smart
appearance.
20 Did the host respect Guests presence when interacting with other hosts.

21 If the host received a call on his mobile phone was his ring tone set to low/vibration mode
and was he discreet on the phone.
22 Was the host attentive to Guest needs at all times?

23 Was the host able to answer basic questions about the property and not refer them
elsewhere?

CORE STANDARDS FOR HOTEL CAR

1 Was the interior of the vehicle smelling fresh and welcoming?( Alila signature
signature fragrance)

2 Were the car tires clean and polished?

3 Was the carpet clean and stain free?

4 Were the car ashtrays clean and tidy?

5 Were a first aid kit, insect repellant and fire extinguisher present in the car?

6 For Airport arrivals, if airport

airport assistance was not provided, was the chauffeur present in a
prominent location with the hotel paging board.
7 Did the chauffeur greet the Guest in a warm and friendly manner according to the time of the
day?
8 Was the trunk of the car free of any driver’s
driver’s personal belongings?

9 Was the temperature comfortable when first entering the car?

10 Were seat belts easily accessible?

11 Did the chauffeur maintain eye contact when first greeting and meeting the Guest?

12 Were you offered, cold/hot towel water,

water, short eats and reading material or offer beverages as
per the PPM-
PPM- if possible?
13 Did the vehicle have stock of motion sickness pills / ginger pills?

14 Did the chauffeur inform the Guest of the approximate driving time?

15 Was the Alila Magazine and

and daily newspapers placed neatly in the back side pocket of the car?

16 Did the driver or the Airport host ascertain the air-

air-conditioning to your comfort level?

17 Did the driver offer choice of music? (Genres segregate on an IPod or a CD library).

18 Did the driver drive safely and smoothly?-

smoothly?- 70 kmph

19 Was the driver able to judge correctly if you wanted to converse or simply relax during your
journey?
20 Did the car have a back up wheel and all accessories for a flat tyre (puncture repair and
inflatable
inflatable canister for easy repair of a flat tire).
21 Did the driver have a backup plan if your car broke down or was stuck in traffic?

22 Did the driver have a hands free / mobile phone use during the trip to a bare minimum? Did
the driver drive smoothly and
and keep a safe distance from the cars in the front?
23 Were you kept informed at all times of any changes in the journey?

24 Was the driver/host able to answer basic questions about the property and its products?

25 Was the driver/host able to explain places

places of interest and importance while driving?

26 Did the driver/host ask apt questions and offer a menu, laundry etc, so you didn’t need to
worry about coming home late?
27 Did the driver/host also try and connect the Guest to room service in case the Guest wanted
to place an order?
28 Did the driver/host inform the reception that the Guest would like to launder certain clothes,
if the Guest informs him of the same?
29 Did the driver only use his car horn whenever necessary?

30 Did the host/driver take

take ownership of simple request and not refer them elsewhere?

31 Did the driver/host advise that the hotel was about to be reached in 10 minutes?

32 Did the driver/host excuse himself and make the call to the hotel informing your arrival.

33 Did the driver/host

driver/host wish the Guest a pleasant stay-
stay- for arrivals?

34 Did the driver/host wish the Guest a pleasant flight/ journey-

journey- for departures?

35 If the chauffeur was waiting for the Guest, did he offer his personal business card so that the
Guest could call him
him whenever required?

CORE STANDARDS ARRIVAL MAIN DRIVEAWAY & LOBBY

1 Was the entrance of the hotel secured with presence of 24-
24-hrs guards and made a sincere effort
to conduct the security check?
2 Did the security guard welcome you to Alila Bangalore by
by name and were you informed a
security check was about to be conducted and an apology for the delay offered?
3 Was the security in good smart uniform, and not in the regular straight jacketed design?

4 Were the hotel entrance and the visible public areas

areas clean and tidy?

5 Was a host present upon your arrival to open your door and offer you a genuine warm welcome
to Alila Bangalore using your name when known?
6 If the luggage was handed over to the Bell Attendant, did the host inform you that your
remaining
remaining luggage would be delivered to your room within 10 minutes?
7 Was the baggage scanned directly with minimum delay.

CORE STANDARDS FOR ARRIVAL BY OWN VEHICLE

1 Was the entrance of the hotel secured with presence of 24-

24-hrs guards and made a sincere
effort to conduct the security check?
2 Did the guard give you a warm and pleasant smile?

3 Was the security in good smart uniform, and not in the regular straight jacketed design?

4 Were the hotel entrance and the visible public areas clean and tidy?

5 Was an Alila host present upon your arrival to open your door and offer you a genuine
warm welcome/or welcome back to Alila Bangalore using your name when known?
6 Did the host offer assistance with your luggage?

7 Was valet service offered?( car parking

parking )

8 Were you welcomed with a smile before arriving in the lobby?

9 Were you offered a hot/ cold towel and face spray at the reception?

10 Did the Bell Attendant offer to carry your hand luggage?

11 Was the baggage scanned directly with minimum delay?

delay?

12 If the luggage was handed over to the Bell Attendant, did the host inform you that your
remaining luggage would be delivered to your room within 10 minutes?

CORE STANDARDS FOR CHECK-

CHECK-IN AT FRONT DESK
1 Were Guests acknowledged within 30 seconds of arrival?
arrival?

2 Did complete check in take no longer than 05 minutes?

3 Did the host at check-

check-in greet and welcome you to Alila Bangalore in a sincere and genuine
way?
4 (cold/room
Did the host offer you a refreshing cold towel/welcome drink upon your arrival? (cold/room
temp as per season-
season-signature drink in a mug)
5 Did the hosts offer assistance to the Guests?
6 Did the host ascertain Guests name and use it at least once during the conversation.

7 Were open and relevant questions asked to determine how your journey was?

8 Did the reception host offer to seat you?

9 Did the host show patience and maintain sufficient eye contact with you, while offering
assistance in completing all required check-
check-in forms?
10 Was the Guest given a standard hotel pen to fill out all the details?

11 Were your reservation details stated correctly with full information given at the time of
reservation or as per related correspondences & and was guest history data or personal
preferences used? Were you only requested to sign it?
12 Did the host clearly inform you about your stay benefits, room type and confirm the date of
check out?
13 Was the Guest automatically offered a choice of smoking/non smoking room (if applicable and
not ascertained at the time of reservations).
14 Was your preferred method of payment handled discreetly and was an imprint of your credit
card made swiftly?
15 Were you given a personalized information about the restaurant, gym pool & spa area and
provided with clear information about the facilities if it was your
your first stay?
16 If you arrived early or your room was not ready upon arrival, were you offered a concise
explanation plus new time of check-
check-in not exceeding 30 minutes or an acceptable alternative of
a different room category?
17 In room not ready situations,
situations, were the Guest offered an access to the Tiffin Bar with
complimentary tea/coffee, snacks etc offered depending on the time of the day?
18 If messages were received prior to your arrival, were they presented upon check-check-in?

19 Were you informed that

that the rooms and public areas have complimentary WIFI access?

20 Did the host actively greet guest, smile, make eye contact and speak clearly in a friendly
manner?
21 Did the host create a sense of recognition by using the your name, when known, in a natural
natural
and discreet manner?
22 Were you welcomed with Hotel name and/or a "welcome back" when it's your return visit?

23 Were appropriate greetings extended (e.g. on honeymoon, celebrating your anniversary or

birthdays) when known?
24 Did the host take ownership
ownership of simple requests and not refer them elsewhere?

25 Was luggage assistance promptly rendered and verified prior to delivery to your room?

26 Was luggage delivery time confirmed (10 mins) to you at the time of key handover?

27 Did the host wish you

you a pleasant stay with us?
28 Did the host/porter arrive at your room within 10 minutes of check in?

29 Did the host arrange for the Guest to be escorted to the room?

30 Did the host place the luggage on the luggage rack, right side up and did the employee
employee confirm
all pieces were accounted for?
31 Were the airline tags from the bags removed?(removed by airport host whenever possible, else
at the arrival area) & have Alila room tags?
32 In case the room was not ready, was personalized card signed by thethe General Manager with an
apology offered in the room during first housekeeping service.
33 Was the reception desk clean and tidy?

34 Was the reception desk free of any clutter or debris?

CORE STANDARDS FOR SUITE ARRIVALS/VIP

1 Were Guests acknowledged within 30 seconds of arrival?

2 Did complete check in take no longer than 05 minutes?

3 Did the person at the Lobby welcome you to Alila Bangalore in a sincere and genuine way?

4 Were open and relevant questions asked to determine if you had a pleasant journey?

5 Were appropriate greetings extended (e.g. guests on honeymoon, celebrating their anniversary
or birthdays) when known?
6 After verifying your name, room type & smoking/nonsmoking room, were you escorted in a
prompt and friendly manner and self
self introduction offered?
7 Was the host ready to take you straight to your standard room/suite?

8 Was the Guest given a standard hotel pen to fill out all the details?

9 Were your reservation details stated correctly with full information given at the time
time of
reservation or as per related correspondences & and was guest history data or personal
preferences used? Were you only requested to sign it?
10 Did the host clearly inform you about your stay benefits, room type and reconfirmed the date
of check out?
out?
11 As the host was walking you were you given a personalized information about the restaurant,
gym pool & spa and provided with clear information about the facilities?
12 Did the host do a quick orientation of the room and explain stay benefits and rereiterate
iterate date of
checkout?
13 Was the room orientation offered and conducted in a brief and professional manner?
14 Was the registration card filled out correctly and were you only requested to sign it?

15 Did the host offer to make a coffee/ tea or a beverage

beverage while in your room?

16 Was your preferred method of payment handled discretely and was an imprint of your credit
card made swiftly?
17 If messages were received prior to your arrival, were these presented upon check-
check-in?

18 Were you informed that the rooms and public areas have complimentary WIFI access?

19 Did staff actively greet guest, smile, make eye contact and speak clearly in a friendly manner?

20 Did the hosts create a sense of recognition by using the guest's name, when known, in a natural
natural
and discreet manner?
21 Did the hosts take ownership of simple requests and not refer them elsewhere?

22 Was luggage assistance promptly rendered and verified prior to delivery to guest's room?

23 Did the baggage arrive at your room within 10 minutes of check in?

24 Did the baggage host place the luggage on the luggage rack, right side up and did the employee
confirm all pieces were accounted for?
25 Were the airline tags from the bags removed and room tags strapped?

26 Were you offered a complimentary

complimentary tea, coffee or soft drink?

27 Did the host leave the room after wishing you a pleasant stay?

CORE STANDRDS FOR CHECK-

CHECK-OUT
1 When you called operator or front desk for luggage assistance was the phone answered
within 3 rings and greeted you by name?
2 Was there a pre check out bill presented for a smooth and efficient checkout the night prior
for Suite and Residence Guests only?
3 Did the host reconfirm the room number and the number of pieces of luggage?

4 Did the host also enquire if you had a request

request for transportation?

5 Did the housekeeper/butler immediately pass on information on Mini Bar consumption to

the reception?
6 Was the luggage collected within ten minutes of you placing the call and were you politely
reminded to check the safety deposit
deposit and made sure you left nothing behind?
7 At front desk, were you acknowledged by name within 30seconds when known in a friendly
manner, and then greeted with eye contact and a smile?
8 Did the host verify Guest room number and name?

9 Were open and relevant questions asked to determine if you had a pleasant stay?

10 Did the host verify minibar charges and post accordingly(host should not call HK or Butlers
to verify the consumptions in front of the Guest at all)
11 Did the receptionist have all required
required check-
check-out form ready and presented it without further
prompting?
12 Was the bill accurate?

13 Was payment accurate and handled discretely?

14 Did the host ask the Guest to sign the zero balance copy only?

15 Did the host only present a standard hotel pen for signing?

16 Did the host offer to staple the credit card slip to the bill?

17 Did complete check out take no longer than 05 minutes?

18 Was the bill presented, neatly rolled and with an attractive band and not in an envelope ?

19 Did host smile, make eye contact and speak clearly in a friendly manner?

20 Did the host enquire about future stay and offered assistance for reservations or enquired
about future stays.
21 Did the host create a sense of recognition by using the guest's name, when
when known, in a
natural and discreet manner?
22 Were you thanked for staying at Alila Bangalore, was transportation request reconfirmed and
politely directed towards the exit door where the bellman was waiting with your luggage?
23 Did the bell host confirm
confirm that the right number of pieces was placed in the car?

24 Did the host come over to the porch to bid farewell in a warm and friendly manner?

25 Was the interior of the vehicle in keeping with the standards of Alila Bangalore?

26 Was the self driven car washed and clean and the seat adjusted to your requirement?

27 Did the driver greet and wish you once again?

28 Did your car smell fresh and neat while you entered?

29 Did the driver enquire about your stay and check your flight details and mention
approximate drive time?
30 Did the driver assist you with your baggage and trolley at the airport?
31 Was the airport host waiting to receive you at the airport as soon as the car reached the
terminal?
32 Was there a warm farewell by the driver wishing you a safe and pleasant journey?

33 Did the host take you inside the terminal building and assist you with luggage/trolleys and
security checks in, where applicable?
34 Did the host wish you a fond farewell and offered to see you back soon?

35 Was the reception

reception desk clean and tidy?

36 Was the reception desk free of any clutter or debris?

CORE STANDARDS FOR Z-

Z-LINE
1 Was your telephone phone call answered within 3 rings and if not, was an apology offered?

2 Was the phone answered with professional greeting

greeting in clear audible voice, good English and
friendly tone?
3 Before transferring the call did the operator use "One moment please, Sir / Madam/ Your
name"-
name"- instead use-
use-Certainly Connecting you with Pleasure
4 If caller is put on hold, did it not exceed 15 seconds? In case of longer holds, were call back
offered in less than 03 minutes?
5 If the call could not be connected, was the caller returned to operator after no more than 15
seconds and was an apology made with the offer to leave a message?
6 Did the hold music reflect the style of Alila Bangalore?

7 Did you feel an active effort was made to complete your request?

8 Was the background free of any noises and disturbances?

9 Was the message repeated and handles correctly?

10 Was your message delivered

delivered within 5 minutes after hotel receiving?-
receiving?- can we make it 10 minutes

11 Did the operator have full knowledge of all hotel service and departments, hotel directory
contents, extension numbers and emergency procedures?
12 When you request your wake-
wake-up call was there an offer for tea or coffee?

13 Were you also offered a reminder wakeup call?

14 Was the requested wake-

wake-up call provided on time, wishing you a good morning and addressed
you by your name?
15 Was your name used by the operator throughout
throughout the conversation?

16 Were various adaptors, mobile phone chargers, battery chargers and power supplies available
on request?
17 Did the operator thank you and let you hang up first?

18 Does Z line have all medical, dental, specialist, clinic, doctor o

orr hospital information readily
available?
19 Does Z line have all emergency contacts, such as Police, Fire Department, and ambulance?

CORE STANDRSD FOR BUSINESS CENTRE/LIBRARY

1 Did the Business Center host greet you in a warm and friendly manner using your name when
known?
2 Did the Business Center host offer assistance?

3 Were your requirements clearly ascertained and rates explained whenever applicable?

4 Did the Business Center host show patience while offering assistance to you?

5 Did the Business

Business Center have current flight schedule, appropriate airlines, train schedule, and
travel agents telephone number?
6 Was the Business Center staff knowledgeable and trained to handle billing and billing queries or
disputes?
7 Did the Business Center staff thank you in a sincere and genuine way by using your name while
you were leaving the Business Center?
8 Was the speed and connection stability of internet satisfactory?

9 Was the desktop in good working order?

10 Was the public internet computer connected

connected to the network, printer and offer cd-
cd-burning
facilities?
11 Was there a knowledgeable and service-
service-minded EDP (IT personnel) present during the day
time to assist you if required?
12 Were photocopying and scanning services available?

13 Did the public

public internet computer display an Alila Hotels & Resorts screensaver?

14 Was the desk clean and tidy?

15 Was the desk free of any clutter or debris?

CORE STANDARDS FOR CONCIERGE
1 Was the Concierge well groomed, wearing a neat uniform, and uses your name when known?

2 Was the Concierge service available 24hrs a day?

3 Was the telephone answered in not more than 03 rings and if not was an apology offered?

4 Was the Concierge knowledgeable, professional, responsive, approachable and courteous?

5 Did the concierge/front office staff attend to your request or inquiry promptly and able to
provide an answer, solution or alternative immediately?
6 For any request if the host needs more than 30 seconds, did the host offer to call the Guest
back giving an indication
indication of the time?
7 Did the Concierge provide quality information about the destination and can they recommend
great experience with passion and good interaction with the guests?
8 Did the concierge have a list of recommended hot spots , events restaurants,
restaurants, bars, malls/shops
and places of interest to visit in Whitefield & of Bangalore City ?
9 Did the concierge confirm all requests, bookings in writing clearly stating date & time, charge
and details documented in a standard Alila presentation?
10 Did the concierge provide accurate information; follow up in a timely manner and as per what
was agreed upon and for the correct price and conditions?
11 Was the concierge host able to arrange sightseeing for a Guest in a hotel car with a good guide
in a short
short notice.
12 Was the domestic and international flight schedule readily available with the concierge host?

13 If asked to reconfirm airline tickets or make reservations, did the host enquire for seat and meal
preferences?
14 Were your requests handled and and confirmed by the same concierge or correctly handled by a
colleague without requiring repeating oneself?
15 Was the concierge host able to arrange a doctor in not more than 30 minutes during day time
and 01hr during night, if the Guests were unwell.
16 Was the concierge host able to assist the Guest in dealing with the airline in case the Guests
luggage was lost by the airline?
17 If the Guest luggage was lost, was the concierge host able to send toiletries and Alila Emergency
Kit to the room?
18 Did the concierge have mobile phone chargers for major mobile and brands available?

19 Was the concierge host able to arrange medicines or other basic necessities to be purchased
based on the request?
20 Were the items delivered within 02 hours of request?
request?

21 Did the concierge have address/telephone numbers of all major embassies of the world?
22 Did the concierge have the latest information on upcoming events, hot spots and dining spots in
Bangalore?
23 Did the concierge have an excellent local knowledge
knowledge of the area, streets, natural scenery, tourist
locations and "hidden gems" in Bangalore?
24 Did the concierge offer a good quality map?

25 Did the concierge have up to date shopping knowledge and at least 3 good recommendations
for local crafts, textiles,
textiles, arts and household decorative items?
26 Did the concierge have effective, quality transport options, rental cars with drivers?

27 Was the concierge desk clean and tidy?

28 Was the concierge desk free of any clutter or debris?

CORE STANDARDS FOR RESERVATION

RESERVATION
1 Was your telephone phone call answered within 3 rings or 15 seconds and if not, was an
apology offered?
2 Was the phone answered with professional greeting in clear audible voice, good English and
friendly tone ?
3 if caller is put on hold, did it not exceed 15 seconds? In case of longer holds, were call back
offered in not less than 03 minutes for general calls and 15minutes for reservation calls?
4 If the call could not be connected, was the caller returned to operator after no more than 15 15
seconds and was an apology made with the offer to leave a message?
5 Did the host have good working knowledge of English language?

6 Did the host answer the phone with the appropriate greeting
(good morning/afternoon) and department?
7 Was the background
background free of any noise or disturbances?

8 Did the host confirm date in and date out?

9 Did the host offer information on full range of room types

within the category requested?
10 Did the host describe the difference between room types
(e.g. location, size, in room facilities)?
11 Did host offer information on full range of applicable rates?

12 Did host immediately check availability?

13 If dates unavailable, did host ask for alternative dates?

14 Did host obtain caller's name?

15 Did host confirm the spelling of caller's name (if necessary)?

16 Did host obtain caller's address on the telephone or in the reservation confirmation letter?

17 Did host obtain caller's telephone number?

18 Did host obtain caller's fax number or e-

e-mail address?

19 Did host ascertain if it was a private or company

booking (city hotels only)?
20 Did host clearly state room rate and what it included
(i.e. tax, service, meals etc)?
21 Did host offer smoking or non smoking room.

22 Did host ascertain expected time of arrival and flight details if applicable?

23 Did the host ask if a hotel car was required for the transfer from the airport to the hotel?

24 For guests arriving by road did the host offer to send map with directions to the hotel?

25 Did host explain check

check in times?

26 Did host repeat and confirm all details of the

reservation during or at the end of the call?
27 Did the host offer reservation number of booking reference/name?

28 Did the host thank the guest?

29 Did the host automatically offer to send a confirmation?

30 Was confirmation letter received the same day?

31 Were all details typed on company letterhead?

32 Was all information contained on confirmation correct?

33 Was the confirmation letter well written and without error?

34 Did confirmation
confirmation explain cancellation policy and charges?

CORE STANDARDS FOR WAKE UP CALLS

1 Was your telephone phone call answered within 3 rings and if not, was an apology offered?
2 Was the phone answered with professional greeting in clear audible voice, good English and
friendly tone?
3 If caller is put on hold, did it not exceed 15 seconds? In case of longer holds, were call back
offered in less than 03 minutes?
4 Did the host use the Guest name at least once during conversation?

5 When you request your

your wake-
wake-up call was there an offer for tea or coffee?

6 Were you also offered a reminder wake-

wake-up call?

7 Did the host reconfirm all details appropriately?

7 Was the requested wake-

wake-up call provided on time, wishing you a good morning and
addressed you by your name?
8 Was the wakeup call personalized?

9 Was wakeup call received within 5 minutes of requested time?

10 When receiving wake up call, did the host use appropriate greeting?

11 When receiving wakeup call did the host use Guest name?

CORE STANDARDS
STANDARDS FOR ROOMING A GUEST
1 Did the host escort the Guest to the room/suite?

2 Did the host engage in a polite unobtrusive conversation on the way to the room?

3 Did the host point out the food and beverage facilities explaining the operational hours?

4 Did the host point out the spa/ its location explaining clearly the operational hours?

5 Did the host clearly point out the emergency fire exit plan?

6 Did the host offer the Guest an option for an in-

in-room orientation?

7 Did the host clearly explain about

about the air conditioning and thermostat controls?

8 Did the host inform the Guest about the Wi-

Wi-Fi facilities in the room?

9 Did the host inform the Guest the location for in room bar/minibar in case if it was not in a
very prominent location?
10 Did the
the host point out any master switches for lighting?
11 Did the host give the option for pressing or laundry services?

12 Did the host point out the location for hair dryer, if necessary?

13 Did the host point out the in room directory/room service menu?

14 Did the host point out and explain the Clean my room/do not disturb features etc in the
room?
15 Did the host point out the in room safe?

16 If the Guest had a jacket or a sweater that was removed, did the host ask for it to be hung in
the wardrobe?
17 Did the host offer any additional services?

CORE STANDRADS FOR ALILA RESIDENCES

1 Were Guests acknowledged within 30 seconds of arrival?

2 Did complete check-

check-in take no longer than 15 minutes?

3 welcome
Did the senior manager meet you in the lobby and welc ome you to Alila Bangalore Hotel
and Residence in a sincere and genuine way?
4 Were open and relevant questions asked to determine if you had a pleasant journey?

5 Were appropriate greetings extended (e.g. guests on honeymoon, celebrating their

anniversary
anniversary or birthdays) when known?
6 Did the Senior Manager take you straight to the residence without further delay?

7 Did the Manager brief you about the hotel facilities on the way up to the residence?

8 Was the personal host present waiting for you outside

outside the residence?

9 Did the personal host present a proper demeanor and have a pleasing personality?

10 Was the Guest given a standard hotel pen to fill out all the details?

11 Were your reservation details stated correctly with full information given at the time of
reservation or as per related correspondences & and was guest history data or personal
preferences used? Were you only requested to sign it?
12 Did the personal host clearly inform you about your stay benefits, bed preferences and
reconfirmed the date of check out?
13 Did the personal host offer to do an orientation of the residence and explain stay benefits?
14 Was the residence orientation offered and conducted in a brief and professional manner?

15 Was the registration card filled out correctly

correctly and were you only requested to sign it?

16 Did the personal host offer to make a coffee/ tea or a beverage while in your residence?

17 Was your preferred method of payment handled discretely and was an imprint of your credit
card made swiftly?
18 If messages were received prior to your arrival, were these presented upon check-
check-in?

19 Were you informed that the residences and public areas have complimentary WIFI access?

20 Did the host actively greet guest, smile, make eye contact and speak clearly
clearly in a friendly
manner?
21 Did the hosts create a sense of recognition by using the guest's name, when known, in a
natural and discreet manner?
22 Did the personal host offer to take the Guest around to equip him with all the facilities?

23 As the personal
personal host was walking you, were you given personalized information about the
restaurant, gym pool & spa and provided with clear information about the facilities?
24 Was luggage assistance promptly rendered and verified prior to delivery to guest's room?

25 Did the baggage arrive at the room within 10 minutes of check in?

26 Did the baggage host place the luggage on the luggage rack, right side up and did the
employee confirm all pieces were accounted for?
27 Were the airline tags from the bags removed and
and room tags strapped?

28 Did the personal host also try and ascertain your on the spot requirements to make sure
that all your needs were taken care of?
29 Did the personal host leave the residence after wishing you a pleasant stay?

CORE STANDARDS FOR PROBLEM RESOLUTION

1 Was phone handling efficient: answered within 3 rings, no holds longer than 15 seconds, in case
of longer holds call backs offered and provided in less than 3 minutes?
2 Did the host on the phone sound calm and organized, giving the Guest an unhurried
impression?
3 Hosts receiving any specific complaint will listen attentively, take notes, apologize and advise
what actions will be taken and when.
4 If there is a problem/complaint involving other hosts, all details will be relayed pr
properly
operly so that a
Guest never repeats himself/herself.
5 Was the senior management involved in each complaint so as to ensure complete satisfaction.
6 Did the management apologize to the Guests and offer complete solution to Guests
satisfaction.
7 Was a surprise element planned for within the stay so as to ensure that hotel cared for Guests
problems?
8 If there is a problem in the quality of food then was the same immediately replaced and the
Guest not charged for the item.
9 Did the host speak in an attentive,
attentive, natural and courteous manner with the Guest?

10 Guests who have experienced a serious problem will receive a note of apology from the
highest authority available or a telephone call will be made with specific reference to that
particular situation.
situation.
11 In room not ready situations, was the Guest given the option to relax in the Tiffin bar and were
they offered a complimentary beverage or meal depending on the time of arrival?
12 If waiting for the room, were the Guest regularly updated on the situation
situation if there was a further
delay?

CORE STANDARDS FOR INCOMING/OUTGOING FAX-

FAX-PACKAGES

1 Were all faxes and packages logged?

2 Were faxes and text messages received and sent to be delivered to guest’s rooms/suites within
15 minutes of receipt?
3 Was guest's
guest's signature taken during delivery of packages and were they delivered within 15
minutes of receipt, except between the hours of 2200hrs and 0800hrs, in which case a voice
message should be left informing delivery at Guest's convenience.
4 In the case of DND-
DND- was a voicemail left for the guest?
5 Did staff actively greet guest, smile, make eye contact and speak clearly in a friendly manner?

6 Did the Staff create a sense of recognition by using the Guest's name, when known, in a natural
and discreet manner?
manner?
7 Did the staff speak in an attentive, natural, discreet and courteous manner with the Guest?

8 Staff should show enthusiasm in their voice, listen to Guest's needs carefully and respond in a
thoughtful manner.
9 Did the staff take ownership of simple
simple request and not refer them elsewhere?

10 Did the staff appear clean, polished and well groomed?

11 If the Guest wanted to send a courier, were all options explained and details given?

12 If fax was to be sent, were Guests explained about the cost and were they facilitated in sending
it?
 CODE-
CODE-2
MOMENTS OF TRUTH
• Moment of truth is an encounter of our Guests with our hotel where an impression of our
service and product is realized.

• The sum total of all Moments of truth that the Guest experiences
experiences during their stay forms the
image of Alila.
• The culmination of this process then helps us achieve our main target of creating a “Day full of
Moments” for both our internal and external customers.
MOMENTS OF TRUTH FOR ARRIVAL EXPERIENCE
MOMENTS OF TRUTH FOR DEPARTURE EXPERIENCE
THE EXPERIENCE FLOWCHART FOR A GUEST
MOMENTS OF TRUTH FOR GUEST EXPERIENCE
PERSONAL PREFERENCE MENU
MOMENTS OF TRUTH FOR SUITE/RESIDENCE REGISTRATION & ORIENTATION
MOMENTS OF TRUTH FOR COMMUNICATION SERVICES
READING LOG BOOKS, EMAILS AND NOTICE BOARDS
HANDLING A GUEST REQUEST
SITUATIONAL HANDLING
BOOKING OF AN AIRLINE TICKET
KEY HANDLING PROCEDURE
LEFT LUGGAGE PROCEDURES
PROCEDURES
LOST AND FOUND PROCEDURES
DELIVERY OF MESSAGES/FAXES
MOBILE IN & OUT PROCEDURES
ROOM MOVE PROCEDURES
ROOM BLOCKING
EXCHANGING FOREIGN CURRENCY
IN ROOM/ SUITE CHECK-
CHECK-IN
UPDATING REGISTRATION INFORMATON IN THE COMPUTER
HANDLING LATE CHECK-
CHECK-OUT REQUESTS AND CHARGES APPLICABLE
ROOM ESCORTING
ESCORTING AND ORIENTATION
SINGLE LADY TRAVELLER
EXPRESS CHECK OUT
HANDLING FOLIO REQUESTS
PAID OUT APPLICATIONS
MISCELLANEOUS CHARGE POSTINGS
 CODE 3
TASKS/RESPONSIBILITES
• Responsibilities would mean the individual tasks that each and every host in the front office
would need to do to carry out his/her job functions effectively.

• These tasks are very important in the day to day functioning of the department concerned.
# Reading Log Books, Emails and Notice Boards
The important sources of information are:

• Daily Morning/afternoon/night Reporting

• Departmental Log Book

• Outlook emails- Reception

• White Board and Memo Board

• Opera Traces

Review all sources of information which will come in handy during the shift hours.

All log book entries are to be initialed after having read them. In case, any particular entry is not very
clear, then the same should be asked from the Duty Manager on shift.

Reading the log book will give an actual indication of what has transpired in your last shift. If a
particular host was on leave or on OFF days, then he/she should make it a point to start reading the
log book from that particular day to get a very clear understanding and be up to date with all the
issues.

There will be one common log book for all the areas like reception, bell desk operations and
concierge so that each and every host is aware of follow ups in the other areas. Similarly, there will be
one separate log nook for duty managers as well.

Also, Opera traces are to be read, actions taken and then resolved, SEE THE COMPLETE PROCESS
ON OPERA TRACES AS BELOW.

All Emails and departmental notice boards should be read and the hosts updated.

#Taking handover
After all the reports have been read, the host should initial the log book which would indicate that
he/she has understood the contents and is ready to operate the shift. It is at this time that the
previous log page should be closed and the host should open the log page pertaining to his shift
which should clearly mention the following:

• Date

• Name of the hosts on shift

• Name of the Duty Manager on shift

 • From Shift….. To Shift…..

Any particular and important log notes pertaining to that shift should then be written on to that log
page and subsequent handovers given.

# Retrieve passed on information from previous shifts

• It is a very important tool for the department to communicate information which will directly
affect the front desk while operating on the shift.

• There will be a briefing taken by the duty manager before the start of every shift wherein all
important activities like group check-ins & check outs, VIP arrivals for that day, VIP’s in house,
and revenue figures, thoughts of the day or any other challenges would be discussed. Hosts
should always ask for pass-ons from previous shifts and similarly they should also keep giving
pass-ons to next shifts. Particular attention should be paid to room moves, check out rooms
with balances, glitches, special attention Guests, group check-ins and check-outs, special events
in the hotel etc.

• The Special Attention Guests list will be featuring in the daily report and can also be taken out
from Opera. All hosts should be well aware of the Guests on that list and be able to
recognize every one by their name, by and far possible.

• All Group arrivals should also have a group resume or a detailed listing which would
communicate the total number of room nights per function, activities that would be held or
any other information listed down department wise. This would help hosts to be better
prepared for check-in needs, arrivals and also in that case dispensing correct information for
any kinds of gift deliveries.

The following information would be discussed and shared during briefings:

• Arrivals for the day

• Departures for the day
• Special Functions
• Upselling rooms for the day
• Physically Challenged Guests
• Site Inspections and Site Visits
• Return Guests
• Glitches
 # Taking Cash Handover

• It is very important that cash handovers are taken effectively and properly at the start of each
and every shift. Each host should make sure that he has counted the physical cash in the
drawer, checked on the paid outs, IOU’s if any, cross tallied all the foreign exchange for that
day and then reconciled the cash.

• Every shift would make the cash handover and pass on the same to the next shift. The next
shift before starting the proceedings would count all the cash and take a proper handover.
Both the shifts cashiers would sign off the cash sheet and the duty manager should also sign it
off on a per shift basis.

• The cash should always be kept safely in the front office cash drawer under lock and key at all
times. One host should always be monitoring the cash and keep it safely at all times.

• Cash bank should always be counted at the end of each shifts and any discrepancy should be
reported to the duty managers.

#Check and resolve

resolve opera traces

Traces can be reviewed in a printed report or on the screen itself in Opera. There are
Various reports developed for traces. The most common one that would be used would be
Under the Front Desk Menu of Opera screen, then go to traces and click on unresolved.

o The trace report can be printed with the following process. Go to Miscellaneous-
All reports-Trace action Report and then click on Front Office Version of the
traces. This will basically cover all traces related to the department.

o Once the trace message has been followed up on, resolve the trace by hitting on
the resolve button, front office-traces-unresolved. Resolving a particular trace is a
very important process as it means that the particular follow up has been
completed and that the Guest or anyone concerned should not be disturbed with
the same query all over again.

o The checklist needs to be signed off as well after the traces have been resolved
which would mean that the follow up is completed.
 o Traces are also put for official pass on between FO department and other
departments as well. In case the information is to be passed on to other
departments, then the department should be called and communicated so that
appropriate follow up is done and completed.

o Traces should be put accordingly for specific departments where appropriate follow
up is to be done like FO traces should be under FO, transport, ticketing and
excursions should be under Leisure Concierge, Extra beds or any other amenity
requests should be under Housekeeping.

#Putting Locator in Opera

Putting locator would mean tracing the whereabouts of a Guest. The locators are put so that
a host across the hotel understands where the Guest is currently. The Opera system also is
interfaced with the Infrasys POS so that a host standing at the F&B outlets can understand
where the Guest currently was. Locator can be put in the system by clicking on the front desk
icon- locator and then feeding in the information as desired.

The locators are basically defined for the most commonly used areas of the hotel where the
Guest might be located.

#Delivery of messages/faxes/Parcels
messages/faxes/Parcels
Delivery of faxes/messages/parcels is a very important task carried out by the front office
department and its has to be done in a very systematic way meaning it has to go on time and
to the right guest and always checked before it has to be sent and when it comes to the
reception for it to be sent outside, it should be done without fail and always give a
reassurance to the guest that it shall be done.

• Messages/faxes/parcels should be checked thoroughly for all arrivals at least once per
shift in the mail message folder file. If there is a message for an arriving Guest in
Opera, please make sure that there is an alert left attached to that particular
reservation which would serve as a reminder. Also, make sure that all messages/faxes
/parcels for arriving Guests are neatly tied on to the registration card, printed and kept
so as to easily hand over the same to arriving Guests.
• If there are any messages/parcels that have to be taken from other departments, then
a Guest should never be kept waiting and he should be assured that the same would
be sent to his room/suite/residence with the help of a bell host within 10minutes. If it’s
a message that needs to be sent to the room by informing the guest in-house and
only then sent.
 • If there are any messages for Guests who are checked-in, then the same would be
sent to the Guests rooms within 30minutes(depending what kind of an item is it e.g.
parcel or a large box) of them being in the room. It is always advisable to leave a
voice mail in the guest room or a small note slipped in to the room for any kind of
messages/faxes/parcels that are being received.
• All messages/faxes should be sent to Guest rooms from 8am to 10pm only and
outside this time, if at all there are any messages then the same should be sent within
8am to 10pm only, the very next day.
• It is important that any kinds of faxes, messages, parcels deliveries should be recorded
on the messages/faxes/deliveries register log the time it is being received and the time
they are being sent.
• All parcels coming in and going out will be screened either at security or at the main
porch luggage scanner and only then dispatched otherwise it will not be sent.

#Posting of Charges
The following need to be followed to post a particular charge in Opera.
• Go into Cashiering module and then click on billing. You will then need to put your
password for pre-allotted cashier id which will help you log into your cashier.
• The process would bring you to a search screen wherein you would need to enter the room
number or the last name of the Guest. It will then take you to the Guest Folio. The
appropriate window needs to be selected and then click on “Post Button” which would take
you to the posting screen.
• Verification at this point would be very important in terms of matching the name and room
number on the miscellaneous voucher slip. It should match with the information that was
selected in Opera. In case there are no miscellaneous slips, then the same needs to be made
one for each and every transaction that is going to be posted. The details like name of the
Guest, room number, total amount, description of the charge, posted by, date and signature
needs to be entered.
• Then on please enter the particular transaction code or search for the code, put the amount
in the amount field, in the column “Check No”- write down the miscellaneous voucher
number printed on the top of the voucher and in the supplement and reference put a short
description of the charges posted. P.S, Whatever is written on the reference column would be
printed on the Guest folio and will be visible to the Guest.
• There will be two copies of miscellaneous voucher. The top copy should be slotted at the
back office with all Guest bills in the specific room number pigeon hole and the second copy
should let remain in the miscellaneous voucher booklet itself.
#Check on PM accounts with balances
• At times it is necessary to let a Guest be checked-in into the system after they have
departed. This might be for the reason because there could be certain charges in
dispute, certain items might not have been posted or for that matter accounting
department might have to look at certain bills in greater details at a later stage.
• In these particular scenarios, the charges need to be transferred to a particular account
within the system called as “Posting Master Account”, in short termed as PM account.
The PM accounts are basically dummy accounts created within the system which
would allow the Guest to remain checked-in into the system only for billing purposes.
Therefore a PM account would be created with the name similar to the one featuring in
Guests Profile.
It is very important to remember the following with regards to PM accounts:
accounts:
o All PM accounts would always have the following set of numbers starting from 90**
and moving on from there.
o PM accounts should always be on zero balance as it might remain checked in for
several days.
o Never room move a particular Guest folio directly into PM account. PM should always
be checked in separately and then all charges should be transferred to that particular
PM account.
o Before checking in the PM account, it should always be made sure that the credit card
information has been removed from the reservation screen, appropriate and applicable
rate code has only been put and that the market segment and source codes are put in
correctly.
o Always an appropriate reservation and cashier comment should be left onto that PM
account so that anyone who is accessing the folio can easily understand the reason on
it being there and that who is following up on that particular account.
o After the PM account is created and charges transferred, the original Guest folio can
be checked out from the system. In case Guests are still using the facilities, then each
and every outlet should be informed of the particular PM account number so that they
can post charges from point of sales- Infrasys.
o The duty manager will then send an email to accounting division informing why the
particular Guest account was transferred to PM account. Also, he would authorize the
PM account authorization form, check whether all details are correctly entered and
then make sure that they are filed in PM account box file.
o If a Guest is to be checked into the posting master for more than that particular day of
business, please make sure that the same has been extended accordingly and that the
rate is put to “ZERO”. Please remember that if the rate is not put to Zero, then the
room charges would get picked up during night auditing which in turn would lead to
allowancing and rebating the next business day. Rebating and allowancing would then
in turn account for negative revenue.
 o Once al the formalities with regards to the PM have been completed, please make
sure that the same has been checked out from the system and that the PM Account
file has been updated.
o Any discrepancies or any particular issues should be brought to the notice of the duty
manager instantly.

#Updating Registration information

information in the computer
All the Registration cards for the particular days arrival needs to be collected together and
the following information clearly tallied and checked with the details in Opera. Please note
that the information in Opera and registration cards should by and far match except with
Certain extra details that should be correctly updated in Opera only.
o Guest Name
o Arrival Date
o Number of nights
o Departure Date
o Always check that the Guest is registered into correct room
o Guest’s Sharer name
o Rate code and amount
o Ensure that the rate amount is set to Zero in the sharer profile.
o No of Guests
o No of Guests in the sharer profile should always be zero.
o Passport copies/ID cards/Dl’s must be scanned, printed and attached to RC
o Guest address, phone number and email address.
o Payment Type to be checked, proper credit card information should be present
o Cashier Comments- any particular information related to whether the room is comp
or whatever the billing instructions were, should be accordingly updated in cashier
comments.
o Voucher, covering letter, 3rd party authorization letter, comp forms etc should always
be present and attached to RC (Registration Cards).
o Source Code, Market Segment Code
o Flight information as applicable.
o Any special request or preferences should be added as well.
o Signature of the Host updating the RC at the bottom left hand corner.
If at all there are any issues or discrepancy, then the correct information should be researched
first, accordingly updated and the duty manager should be kept informed
informed at all times.
o On a per shift basis, the reception host will print a copy of the Guest arrival today by
room number and tally whether all RCs for check-ins within his shift are received or
not.
 o All RC’s as mentioned above should have vouchers, company letters, 3rd party
authorizations attached, as applicable.
o All the RCs would then be handed over to the Duty Managers clearly wrapped
around with the report.
o The DM’s would check the registration cards and make sure that they are all in order
and correct. Initials of DM’s would be put in each RC making sure that they have
checked.

The same process is to be done per shift wise basis. All the registration cards for morning and
afternoon shift after having been checked by the DM’s would then be placed at the the back office in a
filing tray called as “REGISTRATION CARDS IN’.

Similarly, the Night host and manager should make sure that all RC’s for late night arrivals have been
updated and checked accordingly.

The night shift host will then once again take out Arrivals for the day report and tally whether all RC’s
for that days’ arrivals are present there or not. Post this; he will file all RC’s in respective room slots at
the back office.

#Bucket Check
In every shift before leaving for the day, the hosts will take out the departures for the day report (this
report will only show departures that has happened till that time) and then all departed RC’s from
respective room slots at the back office should be taken out.

They should be then sequenced alphabetical wise, wrapped around with the departure report, signed
by the host and dated & then it needs to be filed at the back office according to that particular date.

P.S- letters, 3rd

P.S- A very important thing to check during bucket clearing is that any vouchers, company letters,
party authorizations that are mistakenly still attached with the RC should be sent over to the
accounting department.

This process needs to be run shift wise.

After all this, the Night shift Host will take out a “Guest In House by room report” and make sure that
all the RC’s pertaining to that particular room number are present in the slot. In case there are any
missing RC’s, then an investigation is to be launched and Duty Managers need to be updated
thoroughly..
#In Room/ Suite Check-
Check-in
Duty Manager will communicate all in room/suite and residence check- in times to Housekeeping
department to ensure that rooms are ready and that everything is prepared.
• The Duty Manager will receive a call from the Airport Representative that the Guest has left
the airport and that he would reach in 1hrs time. DM will then communicate the same to
reception who in turn will keep the registration card folder with RC; a key jacket with the keys
cut all ready and neatly kept at the reception.

• Luggage’s will be tagged at the airport itself but no counterfoil ticket should be given to the
Guests especially VIP’s and or suite/residence check-ins.

• The host should make sure that any pre-arrival messages or confirmation is kept in the RC
folder all together. The room should then be pre checked-in into the system.

• The Guest would then be met by the Duty Manager/Front Office Manager/General Manager
and wished accordingly, Welcome/Welcome Back to Alila Bangalore. The luggage would be
sent to the Guests room directly and nothing to be confirmed with the Guests.

• The duty manager should re-confirm the type of room booked and smoking/non-smoking
features while he is taking the Guest up in the elevator.

• The duty manager should take them inside and make them comfortable.

• DM should then finish the registration of the Guest, collect the copy of the id card/passports
and do a brief orientation of the room. The DM should also make sure that the orientation is
done in accordance with the service levels that the Guest had chosen. In case no service levels
were chosen, it is the personal host’s duty to make sure that Guest is informed of the same.

• Guest’s signature should be taken on the registration card. A brief orientation on the hotel’s
facilities and services should also be offered.

• DM to always make sure that the service levels have been communicated properly because
the Guest would receive room service based on the level of service that he/she so chooses.

#Understanding the process of pre-

pre-registration
Pre-
Pre-Registered check-
check-in is
is when the Guest is registered into the system prior to Guest’s actual
arrival, such as
• Room is paid for the night prior to allowingk early morning arrival.
• Relocated Guests who are returning to the hotel
 • Whenever, if it so happens, that the key has been issued to someone greeting, picking up
and or escorting the Guest directly to his/her room.
According to the VIP codes, the pre-registered Guests would be flagged with specific VIP codes as
per the Guests status.

Detailed Understanding and process:

• There might be instances where in a room/suite has to be pre-booked one night prior so that
a Guest gets his/her room when he checks in a bit early in the morning the next day.

• Pre-registration is basically done so that the room is available and ready at the time the guest
checks in.

• All pre-registered rooms would be shown as check-in on the system by the night host before
the night auditing is run. Pre-registered room is always chargeable from the night the room has
been booked for.

• At the time of making the reservation, the reservation host should always make sure that a
trace text has been put under Front Office and Duty Manager mentioning “Pre-Registered
Guest”. The host should also put a Comment in Opera with “Pre-
“Pre-Registered Guests, actual
arrival date/time….”
date/time….”

• This trace text and comment will help the night auditor and duty manager to make sure that
the check-in for that particular room has been shown on the system and that the room
revenue is generated. The night host will also then make sure that the RC folder is printed and
kept ready with keys and any messages or faxes that need to be handed over to the Guest
upon check-in.

• A proper handover should be given in the morning to the morning host and duty manager
clearly mentioning the number of pre-registered rooms and their expected times of arrival.

• The trace text should be resolved positively after the Guest has checked in.

• The morning duty manager will then make sure that the rooms are physically ready and
inspected in coordination with housekeeping department.

• At no point in time, a pre-registered Guest should be mistaken. He should always be

welcomed as “Welcome to Alila Bangalore, We have been expecting you and your room is
ready.”
#Handling late checkout requests and charges applicable
• Late check-out would mean Guests not checking out within the stipulated check out time of
the hotel but checking out later.

• Any request for late checkout would strictly be subject to availability and upon the discretion
of Duty Manager.

• Always check to see if the room requesting for the late check-out is blocked for an arrival or if
there are heavy arrivals for that room category for that day.

• If the room is blocked or let’s say, if the occupancy is high, inform the DM/AFOM/FOM and
ask them to check if they can block next day’s arrival into different room.

• If not possible, inform the Guest of their options:

Advise of the luggage storage at the Bell Desk and also advise that the Guests can use all the
facilities and take showers in the Gym or Spa or even take a wash and change for like an hour
or half, if available,

• If the room is not blocked and occupancy can allow a late check out, inform the Guest
that the request has been confirmed and then a check out time in the comments need
to be put and Opera screen updated as well. Also, HK needs to be called if the
request was made on the same day.

• All late checkouts till 1400hrs would be given complimentary. Any request after1400hrs, will
be charged half day charge on existing room rate. This can only be done at the discretion of
the duty managers or check if any instructions have been left for a half day charge or comp or
a late checkout by GM/FOM/ADOS reference. This should be taken into consideration.

• Advice the Guests that half day rate is charged until 6pm and full day charge is applicable after
6pm.

• Late check-outs requests should always be handled discreetly and at no point in time Guests
should be made to feel offended. By and large possible, the requests should be
accommodated even if there is a slightest bit of a possibility.
#Room Escort and Orientation

About:
Room escorting and orientation Is the most important part of our Front Office Operations and
our daily routines and keeps us up to date about the hotels and its facilities (if we are new) but
also gives us the confidence to talk and take the guest around the hotel and explain them about
our hotel and what it has to offer. So these are some of the points that should be remembered
while doing it.

• The host should escort the Guest to the room, only when there is enough manning at the
front desk. If at all it is not possible to escort the Guest offer a brief verbal orientation of
the services and facilities standing in a right posture and explain the guest about the hotel.
Always offer meal times and other public area timings, location and proper directions by
just going a little forward in that direction and explaining it to the guest .

• The host needs to assess the needs of the arriving Guest and introduce at least one or
two key features and facilities of the hotel that are helpful for the Guest. In case the Guest
can be escorted, the host will come out from behind the desk and escort the Guest at
least a few steps in direction of the elevator or room.

• The duty manager/ FOM, or in their absence the Yield Manager must be notified of all VIP
and special attention Guests upon arrival for introduction/escort.

• If a bellman is escorting the Guest, present the bellman with the Guest keys and introduce
the bellman to the Guest. Always address the Guest, not the bellman.

• While the bell host/reception host is taking the guest up in the elevator to the room they
can engage in a polite conversation and give them a brief on the room. Sometimes a guest
might not be willing to talk much because he/she might be tired. Theo team has to
understand the guest by just looking at his/her reactions.

• The bell host/ reception host can also inform the guest how to operate the lift and where
is what on which floor.

• Once out of the lift the bell host/reception host can show the guest the fire exits which
are marked on the floor (indigo arrows) showing the way and the signage’s which are
hung on the ceiling and are lit.

• Once near the room the bell host/reception host will show the guest how to operate the
electronic key lock just by gestures.

• Then after that the bell host/reception host will let the guest enter first and then they will
enter with the baggage and keep it the luggage storage and in inform the guest. (In that
 time let the guest gets a feel of the rooms for about 5 sec if the guest is not in a hurry and
then explains the key features of the room.

• Explain the guest about all in the room starting from one side of it and point of the key
features which are not visible to the guest like minibar, safe, Wi Fi in the room, switches
for the lights, fire exit plan behind the door, DND sign switch and clean my room switch
etc.

• After the orientation inform the guest once again about the breakfast timings and location
and tell them that they can contact them at the reception for any assistance at anytime,
then bid farewell in a proper manner by bending forward and smiling asking them to have
a pleasant stay with us and then once stepped out close the door for them.

#Orientation on service levels

The orientation on service levels have to be done exactly to what they adhere and not to
stray away from it. That’s why these are personal choices of the guest and they would
expect these from us. At no point will a personal host/reception host will forget what each
service level offers.

Private Service
Service Level Room Orientation:
Meaning:
Meaning: - that the guest doesn’t want to shown around and be disturbed and
who just like his/her own space and would just like to sit back and
relax without any disturbances.

• A guest who has requested privacy almost certainly would not care for a full room
orientation. Therefore simply make the offer and give the Guest’s a choice.
• “Mr. Smith, would you like for me to give you an orientation of your room or would
you prefer I just place your room on do not disturb status and leave you to enjoy and
relax.” Ensure to have told the guest how to contact you and the features of the
phone.

Discreet Service Level Room Orientation

Meaning:-
Meaning:-that the guest would just like a normal orientation of the room and
nothing big that would
would attract any attention.

• Explain the less obvious aspects of the room to the guests as well as the items that guests may
need assistance to figure out. Also include some factors for their comfort.
 Indulgent Service Level Room Orientation
Meaning:-
Meaning:-Remember
Remember these are the guests who wish to be pampered. So as
well as the explanation of the features in the room more
Importantly is making guests aware of ways in which they can be
Pampered during their stay.

• Tell them about the facilities in the hotel. Let them know that you would frequently be
coming to check on them and take orders for beverages etc, but they can just call you anytime
they require anything.
• Let them know about the options dining in any location around the hotel and you would
prepare a memorable setting for them. The menu could be designed based on their request
or the chef could suggest a special menu for them based on their preferences.
• During the orientation when you are in the bathroom, let them know that you would be
happy to draw their bath for them whenever they require and they could either let you know
a preferred time or simply call you whenever required and you would prepare it within
minutes of their call.
• Let your guests know that you would be happy to assist them in fine tuning their itinerary for
the stay. Always ask guests for their preferences duration of their stay preferences.

Environmentally Conscious Service Level Room Orientation

Meaning: - that the guest is a go green kind of person and would like
some environmentally friendly service and products during his stay for
e.g. oranganic food etc.

• Question: What type of guest would select an environmentally conscious service level?
• Taking this into consideration it is important to cover some aspects which would interest
these guests. Some of these are listed below. Please remember that it is not necessary to give
all the information in one go, determine how interested the guest is. You can always use
another time to engage them in conversation about the environment and take that moment
to share our environmentally conscious features with them. Some of these are listed below
but there is a more extensive list which you will receive as a handout covering these points.
• Changing of bath linen every alternate day.
• Switching off the lights and air conditioner when Guests not in the room.

#Handling Folio Requests

• A lot of times it so happens that the reception would receive a call from a Guest who has
already checked out asking to send him/her a copy of his/her bill by fax or email.

• For maintaining Guests confidentiality, the reception should never send any invoices and all
these calls should be transferred to the accounting department.

• In case a request is received in the absence of accounting department, then the duty manager
should be informed accordingly.
Also, if a Guest is very adamant on receiving his copy of folio whilst he stayed with us, then the host
should never argue or keep on transferring calls to DM or accounting department. The host should
immediately ask the Guest to send us an email from his official email address for verification and
security purposes. The emails could reach on reception’s email address, post which the same should
be forwarded to duty mangers for information and action.

#In Room/Suite/Residence
Room/Suite/Residence check-
check-out
Personalized service offered to a guest makes him/her feel important. An In Room check-out helps
save the guest’s time and proceeds with his/ her departure.
The Host will undergo the following procedure for an in room check out;
• At first, the host will call the guest room half & hour prior to the mentioned departure timing.
He/ she will then check with the guest if he/she can come up to the room and do the check
out formalities. Also, the hosts will check with the guest in case of any Mini bar consumption
off late or if the guest has any pending charges.

• After the same is done and the guest agrees, the host will also check if the guest would
require any Baggage assistance and then inform the Bell Desk on the same. Also tell the Guest
that we will have the bags collected 10mins prior to departure.

• Also, the host will inform the Housekeeping department on the same and ask them to check
the Mini bar. However, if the Guest has already informed about the consumption, we don’t
need HK to go and check in front of the Guest.

• Ask for cars to be organized and then arrange it accordingly

• The host will then print the ‘Information Invoice’ copy from Opera and carry the wireless EDC
machine with him/her and proceed to the guest room.

• Once the guest has verified the Invoice and acknowledges the charges right, the host will
request the guest for his/her Credit card. The amount is then charged on the guest card and
the ‘Merchant copy’ of the charge slip is produced to the guest for the signature.

• Meanwhile, the host should also ask how the stay of the Guest was and request for feedback.

• The host will then go back to the Front Desk and do the Settlement on Opera and generate
the Final Invoice with the Balance featuring as ‘ZERO’. Two invoices of the same will be
generated as configured on the Opera PMS. The charge slip amount has to be tallied with the
amount on Opera to avoid any discrepancies.

• The guest is then given the First copy of the Final Invoice for the signature and the Second
copy will be given to the guest along with the charge slip.

• Ask about future stays and any help in making future reservations
 • If the bags have not been collected, reconfirm with the guest if he/she would require the
baggage assistance and then proceed accordingly. He should also remind the Guest to collect
his passports/tickets or any valuables left at the safe.

• In case, the guest has booked for an airport drop, the host will ensure the car is at the porch.

# Express Check-
Check-Outs
This particular service should be offered to all Guests only with appropriate credit facility.

• Whenever a host receives an express check out request from a Guest either before or during
the time of check-out, the host should print an information copy of the bill for the Guest to
review or offer to simply mail/fax a copy of the bill.

• Express Check-out can be offered to longer waiting Guests at reception desk to avoid any
delays whatsoever.

• The host at the reception should make sure that all necessary contact information of the
Guest is present on the system.

• Again, a copy of the Guest’s folio and credit card receipt will be mailed to Guest’s company
addresses on the same day of his/her departure.

PS: Express check-

check-outs will not be offered for cash paying Guests or Guests without
proper
proper credit.

#Single Lady Traveler

When a rooming is done for a female traveler, we should offer preferences of room location when
available and if no preferences given, a room should always be pre-assigned for female traveler.

Note:

• The assigned room should be near the elevators.

• Never announce the room number out aloud for others to hear.

• Single woman traveler should not be placed in a room on the ground floor (unless specifically
requested by a Guest).

• Female Travelers should be reminded of the Do Not Disturb sign and the double lock for
their “added privacy”.
 • All woman travelers should by and far be escorted by a female host or assistant manager.

#Exchanging Foreign Currency

• Verify the Guest’s room number and Guest name and verify the amount of foreign exchange
submitted by the Guest.

• Enter the cashiering menu and choose “cashiering functions” and then choose currency
exchange. Just enter the amount and type of currency they are exchanging and it will convert
to INR.

• The computer will display the local currency amount to be paid to the Guest. Please carefully
count the money for the Guest.

• Print 02 receipts, one for the Guest and one for your paperwork (This will basically be an
automatic print, but just click yes).

• Drop all foreign currency for the day as it is exchanged and its value changes on a daily basis.

• We can also exchange foreign currency for the non residents, in case of a very urgent
requirement. Please make sure that the Guest is carrying his/her passport. In that case open a
PM account under the name of foreign currency and follow the same steps.

# Establishment of Credit
Cash

• Cash paying Guests are often the most challenging in ensuring accuracy. All cash paying Guests
must be handled with tact ensuring not to let the Guests sense that there is something wrong
with their method of payment.

On Check-
Check-in:

• For Guests who wish to leave a CASH DEPOSIT on check-in, enter CA into the payment
field of Opera reservation screen.

• Inform the cash paying Guest at check-in that they will need to leave cash deposit to cover
their stay for the room, taxes and incidentals and that we will return any remaining deposit at
check out.

• Calculate the amount of cash required by room + t axes + Rs. 500 as incidentals. This can be
accepted in foreign currency as well.

• Discreetly inform the Guest by writing down the amount of deposit required.
 • Accept the cash deposit and re-count in front of the Guest.

• In case the Guest pays the deposit with foreign currency, post the amount as foreign currency.

• Check the Guests into the system and then post the cash payment. Print the folio and
present this as Guests receipt.

• In case the Guest is paying in foreign currency, the reception host will inform the Guest that in
case of refunding him any amount of cash deposit, it will be in Indian Rupees only. If the host
faces any issues or problems with the Guest regarding this, the same to be informed to Duty
Managers immediately.

On Check-
Check-out:

• When a Guest comes to check-out, ask the Guest if he/she had any recent charges from the
minibar and post charges as quickly as possible. Once the charges have been posted, confirm
with the Guest that all charges are correct and indicate that there is a balance remaining in his
favor. Please remember to make a miscellaneous voucher when posting minibar charges
manually.

• When refunding the balance of a Guests deposit at check-out, the transaction will be done as
paid out.

• Complete the paid out slip writing the Guests name and room number under the given fields.
Have the Guest sign out the paid out slip.

• Refund the balance of the cash deposit to the Guest. Count the money at least twice if not
once.

• Print a zero balance copy of the folio and present it to the Guest.

• Duty Managers should always sign out the paid out slip.

Please remember that in case a Guest

Guest wants to leave a deposit in another currency, then the currency
has to be exchanged in Indian rupees. We are not able to keep the foreign currency and return it
back to the Guest. It always has to be changed and any leftover deposit will be handed out in Indian
rupees only.

Credit Card

Credit card guarantee will be one of the most popular methods of payment.

On Check-
Check-in:

• Take the Guests credit card and feed in the number in the credit card number field in the
Opera reservation screen.
On Check-
Check-out:

Settle the bills by completing the transaction using an EDC Machine. Merchant copy to be presented
to the guest for signature. Customer copy of the charge slip is to be given to the guest stapled to the
folio print out. Merchant Copy is attached to the signed folio kept for Hotel records.

City Ledger:

• City ledger in Opera is a payment method that has been pre arranged with a company or
group. All direct billing must be pre-arranged from accounting division.

• For any invoices which are being closed to city ledger, we need to have both the covering
letter and the reservation confirmation fax attached. For any house use or comp rooms, a
house use/comp form needs to be attached upon check out to the bill.

• When dealing with city ledgers, please ensure that other credits are available, if the city ledger
does not cover all the charge.

• Window routing can be done in the cashiering section that will separate the charges based on
what the Guest has to pay.

• In very practical terms, there are certain times various issues would occur between the
company arranging the Direct Billing and the Guest’s expectations. If this issue occurs, please
inform the duty manager who in turn will ask the manager on duty to make the decision in the
absence of front office manager. If the decision has not been taken, politely ask the Guest for
credit and inform them that the issue will be clarified the next day and the deposit returned if
we are in fact mistaken.

#Departure Reconfirmation

It is a normal & a routine practice to do a round of reconfirmation for the next day’s Due Out guests.
This way, we will be able to confirm the guest check out timings and have his/her final Invoices ready
before the start of the check out process. Also, in case a guest needs a stay extension or a late check
out, we will be able to prioritize the same for the guests in advance.

• Every evening between 2000 & 2200 hours, the host should begin the Reconfirmation
process. The same is done during these hours as the guests normally return from their day’s
routine and are present in their respective rooms.

• The host will generate a Departure Report from the Opera PMS for the next day and select
the ‘DUE OUT’ option and print the same.

• The host will then check the report for guests with no departure timings and mark the same
for reconfirmation.
 • The host will reconfirm the departures by calling the guest rooms, using the Alila Standard
phrase, in a pleasant tone, reconfirming the date of departure and the timings.

• Should the guest request for a late check out or a Stay extension, the host will have the same
checked with the Duty Manager and provide a confirmation with the status to the guest.

• The host will also check with the guest on the airport drop requirement and do the needful.

• Once the same is done, the timings are entered in Opera and saved.

• Updation of car movement sheet in case a Guest requests for a car, asking for flight
reconfirmation or booking of tickets,

#Updation
#Updation of Guest Credits
• The credit limit report actually would run with the shift reports. This report can be printed by
going to Miscellaneous-reports-credit limit. The pay method to be selected would be all. This
report will basically first only show the Guests current account balance, what we currently
have authorization, any approval code that is generated with that and the variance between
the authorized amount and the actual balance.

• Any negative amounts would then need special authorization. This report should run on a
daily basis during afternoon shifts. It is at this time that deficiencies in credit would be logged
down and also communicated to the duty managers.

• Manual authorizations should then be taken (process to be defined-

defined- HOW).

• In case at all, manual authorizations are taken, then the revised amount should be written on
the report and the same initialed by the host.

• All these authorizations should be written and a copy of the report given to DM who will then
check and initial the same as well.

• This particular report called as the “High Balance Report” then needs to be stored in a very
safe place.

#How to close cash and drop bank

• Go to the miscellaneous option from the main menu and click on reports.reports In the search field,
type in Journal,
Journal this will bring up all reports starting with Journal and then select “Journal
Journal by
cashier and transaction”.
transaction”. Post that click on the options screen, then after clicking on the down
arrow next to the cashier, the name and cashier number needs to be selected. Then we need
to choose print again.
 • This process would then print the journal which would show all the postings for the day
applicable to that particular cashier id. The reason behind this is that paperwork needs to be
present for all the transactions. Also, credit cards have to be sorted out like Amex, Diners
Cards, Visa Cards and master Cards.

• Cashier Bank
Bank Drop-
Drop- Open the cashiering menu in Opera and choose the cashier Closure.
Enter the password and then accordingly follow the closure steps. Please make sure that “Yes”
is put when the promptness to print displays for cashier closure.

• Count the bank and set aside the drop amount listed on the cashier closure report as you
drop today. The bank needs to be counted filling in the appropriate fields of the cash drop
envelope.

• Whenever a due back is there, the same should also be counted as part f your bank so that
the total imprest always tallies. Collect the due back from accounts as soon as possible so that
sufficient change is on hand to fulfill Guest requests.

• Take the signature and make sure that the Duty Manager signs it off.

• The drop envelope then needs to be taken into the drop box located at the box office. Make
sure that the name of the host dropping the cash is recorded on the log sheet. There must
always be a witness witnessing the drop even though it’s only a due back. Make sure that the
envelope is dropped on to the safe box and that the envelope is heard going in.

#Understanding Imprest
• Imprest is basically the amount of physical cash that the front office would maintain at the
front desk for efficient handling of day- to- day operations.

• The imprest amount is lended to front office by the accounting department so that the
former can carry out its daily shift wise operations smoothly.

• The Imprest comes in handy whenever a cash change, currency exchange, paid out or any
other transaction needs to be done for Guests.

• The Imprest bank is only to be used for Guests.

• At the end of each shift, the imprest amount will be reconciled and the host would arrive at
the summary mentioning the due backs and the amount dropped.

• The imprest should always be kept lock and keyed in the cashier drawer and must be manned
at all times.
#Understanding Routing
• Routing is a tool that Opera has which allows to automatically transfer specific charges to
other billing locations. This transfer could be to a group master account, house account or
another Guest’s bill. Whenever there are Groups or any special requests, specific routing
instructions can be set. This will state where the items are getting routed and where they
were going.

• The front desk will always be required to check in the billing whether certain items have been
correctly routed for a Guest or not.

• Whenever in Opera you are in the Guest in house reservation you will see a “routing” red
color lamp at the bottom of the screen. This signifies that the routing in that particular
reservation exists. Whenever that illuminated word is clicked, it will bring up the routing
screen which would show which transaction codes are routed. the dates they are routed for
and the account they were going to. If that red color lamp was not visible, then it means that
no routing currently exists.

• There are always comments in the comments screen regarding special instructions of specific
charges being routed. The host while updating the registration card should follow that. In case
there are any doubts, the duty managers should be contacted immediately.

#Check-
#Check-Out
As in any other business, we sell our hotel services and our guests pay us.

Guests enjoy hotel services and sign for these services at various point of sales. These charges are
posted by the outlets using computer terminals (POS – Point Of Sale) and maintained by Opera in a
guest folio. At Checkout the folio has to be settled in Opera. Alternatively, we can say that the debit
balance showing in the folio has to be made Zero by making a positive or credit entry. This is done by
collecting the payment due to the hotel.

Standards applicable to all folio settlement include:

• The guest has to be acknowledged immediately. A Check out should not take more than 5
minutes.

• Check for any last minute charges i.e. my bar, breakfast

• The folio and billing instructions should be checked before printing and must be accurate.

• The folio must be printed in a clean letter head and presented in , neatly rolled and with an
attractive band and not in an envelope. Supporting voucher should be at hand in case the
guest has any queries.
 • If the travel agent is settling room charges and the rates are confidential, it should not be
presented to the guests.

• The guest must be offered assistance to understand the folio.

• The folio has to be signed by the guest. This copy has to be kept with cashiers.

• Once the bill is paid and settled in Opera, a folio with zero balance is printed.

• The folio has to be neatly rolled with an attractive band and given to the guest.

If the guest is checking out:

• Offer to arrange baggage and transportation assistance.

• Ask how the stay was.

• Offer a pleasant farewell remark e.g. wish you a safe journey Smith

Guest pays us in the following manner:

Cash

A guest can either pay in Indian Rupees or in foreign currency. Foreign currency is converted to Indian
rupees before settlement can be done. This conversion is done using an encashment certificate.

Indians residents paying in cash have to give their Pan Card number if the total folio value exceeds Rs.
25000. Alternatively they can fill form 60.

How to do it

Print and present the bill as per standard. Receive the cash, count it carefully and return the balance
to the guest. In Opera, show the settlement under cash.

Credit Card

We accept Master, Visa, American Express and Diners club credit cards. The credit card is swiped
through EDC (Electronic Data Capturing) machine as follows:

• Swipe the credit card.

• Confirm the card number and the expiry date displayed on the machine. Press enter.

• Enter the amount in INR.

• Confirm the amount. Press enter.

• Terminal will display the following :

 • Connecting, Connected, Receiving, Processing, Approved.

• Merchant Copy is printed.

• Press Yes to print the customer copy

Merchant copy to be presented to the guest for signature. Customer copy of the charge slip is to be
given to the guest stapled to the folio print out. Merchant Copy is attached to the signed folio kept
for Hotel records. (Do not forget to take the guest signature on Merchant Copy)

City Ledger

Bill to Travel Agency

In case of Travel Agency an advance payment is received from TA. Travel Agencies do not require a
guest signature on the hotel bill, especially if the rates are confidential. Copy of the advance payment
is attached to the folio and sent to the accounts.

Bill to Company

Bill to Company means we extend the facility of credit to them. Companies availing this facility will
send the letter authorizing the same. At reservation and check-in, it is necessary to check if the billing
letter has been received. Billing Instructions in Opera should clearly state what is being paid for by the
Company e.g. what charges, dates, occupancy etc.

At check out the bill is presented to guests for signatures.

For all the bills settled to City ledger, the supporting

supporting Vouchers must be attached to the bills. In Opera,
the bill is settled under City Ledger.

#Multiple postings
Multiple / fast posting are an option used for posting guest transactions into their respective folios. It’s
a very convenient option used for posting numerous transactions into different guest rooms rather
than selecting individual guest folios for posting the same.
For e.g.,

GUEST NAME ROOM TRANSACTION AMOUNT CHECK

NO.
Bob Wilkins 202 Car Rentals 1250 0023
Mark Gomes 301 Mini Bar – Food 350 0265
Sachin Pal 222 Room Retention 7500 0989

All these above transactions can be posted individually, by entering the respective Room numbers’
folios. But, the MULTIPLE POSTING option helps in posting these transactions in a faster and by
accessing just one screen.
 • First, select the CASHIERING OPTION on Opera and then select ‘FAST POSTING’ (or
MULTIPLE Posting)
• The Fast Posting Screen is then displayed with the following options;
o ROOM NO. / GUEST NAME – Enter the respective data. (For e.g., 202 OR Wilkins.)
o CODE – Transaction Code
o AMOUNT – Enter the amount on the check.
o CHECK NUMBER
The Multiple Posting option, thus, helps in saving time when you have more than 3-5 checks to be
posted.

#Paid Out & it’s Applications

Applications
• Paid Out means cash disbursed by FO on behalf the Guest.

• Whenever a paid out is given to a Guest, then a voucher is supposed to be made and then
the same posting needs to done under the heading “Paid Out”.

• Whenever a paid out is posted, then automatically a commission is posted from the base
amount.

• In Opera, we need to go to transaction code “Paid Out”, put in the correct amount, write the
check no (this is basically the voucher no as printed on the paid out voucher) and then write
the reasons on the reference and supplement fields. The reason written on the reference field
will be as featuring on the Guest folio as well.

• The same amount is then collected from the Guest at the time of check out.

• There will be three copies of paid out vouchers, First copy will go to Guest room slot, second
copy goes as a drop to accounts so that it can be claimed back and the third copy should
remain in the paid out booklet.

• The paid out should always be authorized by the duty manager. In the absence of duty
managers, AFOM/FOM shall approve the paid outs.

• The reasons accruing to why paid outs have been given should be very clearly mentioned in
the paid out voucher.

#Adjustments & Rebates

• Adjustments & Rebates would mean some amount that needs to be deducted from a
particular Guests folio on account of reasons like, double posting, Guest disputes, as per GM
etc.

• Whenever an adjustment needs to be posted, then a rebate voucher needs to be made for
the same explaining the details of rebate and the reasons why rebate was being done.
 • The postings will then be done on that specific transaction code which will have Adj. or Reb.

Pre-fixed prior to the transaction code.

• The amount for rebate needs to be a negative amount so that the revenue gets deducted
from the actual transaction posted.

• We then need to make sure that we write the check no (this is basically the voucher no as
printed on the rebate voucher) and then write the reasons on the reference and supplement
fields. The reason written on the reference field will be as featuring on the Guest folio as well;
if at all the rebate needs to be shown to the Guests.

• All rebates vouchers should have proper reasoning as to why have the rebate taken place.

• Al rebates should be authorized by the duty managers and then FOM. It should be
countersigned by the person making the rebate vouchers.

• Rebate vouchers will have two copies. After the rebate has been posted onto the Guest folio,
then a print out needs to be taken of the bill and then the voucher needs to be attached with
it.

• All the vouchers per shift should be tallied with the “Adjustment Report” for that shift and
then the same handed over to DM’s for their approval. This needs to be tallied to make sure
that all the vouchers and reasoning’s for rebates are present prior to day’s closings.

• The vouchers should then be kept in the back office under the tray marked “Adjustments-in”.

• Similarly, all shifts should make sure that the adjustments for their shifts have been kept on the
tray in the back office.

• The night host will then tally all the rebates for the day. He needs to make sure that the same
has been approved by the respective Duty Managers. The same will then be kept on FOM’s
table for final approval and signature. Post this, it shall go to accounts.

#Miscellaneous Charge Postings

Postings
• Miscellaneous charge would mean any ancillary charge that needs to be posted onto a
particular Guest folio. For example, when a charge such as bathrobes purchased etc needs to
be posted to a Guest folio, then they should be put as miscellaneous charge.

• In Opera, the transaction code “miscellaneous charge” should be selected, the amount written,
the check no as printed on the miscellaneous voucher book should be written and then the
reasoning’s written on reference and supplement fields.

• The Misc. voucher will have two copies, the top copy would be slotted in the Guest room slot
and the second copy should remain in the booklet itself.
 • The misc vouchers should be written clearly with reasons and signed by the host posting the
charge.

#Splitting of Charges
• Identify the items to be split and move them onto a new window in Opera. To transfer a
charge to a new window highlight the item, then do a right mouse click and selecting transfer
to window #. This will move the highlighted item to the window number selected.

• If a particular posting has a plus sign in the code field that means then it contains several items.
The next step should then be to click on the plus sign which would expand all the charges
included in it. This is typically found in F&B checks and room charges. If there is no plus sign
then proceed as above.

• Now you can split the individual charges by highlighting them and clicking on the “split” button
at the bottom of the billing window. Once you select split, it will prompt you with an option
by splitting by percentage or amount. You will use % when the Guest wants to split the bill in
half or in thirds, if the Guest wants to split off a specific amount, such as Rs. 100, then use the
amount option, placing he amount to be separated in the “amount to split” field.

• Once you have split of the desired items you will have the individual items split according to
your directions. You can now transfer those charges to another window, or make payments
on the individual items. To condense the charges back into one lump sum charge just click on
the minus sign now in the code field where the plus one was.

#Room move procedures

• Whenever a Guest requests that their room be moved because they did not like the location,
view, room category was not available at check-in, or for other reasons, and then let the duty
managers know as it may turn out to be a potential glitch situation.

• Upon Guests requests, check into the availability of other rooms.

• Hold the room by making an add on reservation to ensure that the room will not be blocked
by someone else. The add on reservation is made under the same Guest name. Leave traces
for Front Desk and HK advising them about the room move. Please leave comment “Room
Move” in the add on reservation.

• Ensure that the add on reservation date is held for the correct day of the move until
departure and that the new room has been blocked.

• Send a written message in the evening prior the room move’s date to the planned room
move to re-confirm the move and time of the move.
 • Cancel the add on reservation in order to move the Guest into the room being held. In the
in-house screen, pull up the old Guest room and select “options” from the bottom of the
screen. Then select “room move”. Enter the new room and be sure to note in the reservation
that this reservation has been moved from a different room and a reason.

• Advise the Guest whenever the new room is ready. Leave a written message to call the
reception/personal host, in case the Guest is not available.

• When the room is ready, get the bell boy to pick up the keys. Make a note on the old
registration card that the room has been moved and replace it in the appropriate room in the
slot/bucket. Ensure that the new room number is written clearly on the registration card.

• If the room type or rate have been changed for the new room, send a new registration card
up with the keys or have the Guest come to the desk to sign it.

• Ensure that the departure date and the rate on the in house screen is correct for the new
room.

• If the Guest is not present at the time of the move, then the bellman will simply move the
luggage into the new room and the Guest will pick keys later.

• If the Guest is present at the time of the move, then the same is called as a live move.

• Please make sure that the special instructions from Guests, if any, are strictly followed.

• Housekeeping Desk, Room Service, PABX and Concierge must be informed of the Room
Move.

• Also, the reception host would send out an email to all the departments mentioning about the
room move.

#Wake up calls
• Phone service would be highly efficient, including answered before the 4th ring and that no calls
should be held for longer than 15 seconds.

Greet the guest:

•Greet
At the Guest Services:
“Good Morning/Afternoon/Evening, Guest Services... This is Smith…
Request for wakeup
•Request wakeup call:
Take the wakeup call request and time and also ask further questions by saying:
Would you need a reminder wakeup call by about 2-5minutes and any tea coffee with the
Wake up call?
Please note that the Guest might not sometimes need a reminder
reminder wakeup call or tea/coffee with the
wakeup call, if so then please proceed with the normal and do not force the Guest.

Paraphrasing and summarize wakeup call:

•Paraphrasing
Certainly, your wake up call for 5am in the morning is confirmed with a reminder call at
05:05am. We will have the tea/coffee sent up to the room as well (or whatever the order
may be).

If a Guest does not need a reminder call then please go ahead with the following, certainly, your wake
up call for 5am in the morning is confirmed...

Delivering wakeup
•Delivering wakeup call
Good Morning, Tom/Michelin (or whoever the responder may be according to the voice),
this is your 5am wake up call. The temperature currently is about 25degrees and we are
Expecting a bright and sunny day (or whatever the temperature may be).

Delivering reminder wakeup call

•Delivering
“Good Morning, Tom/Michelin, This is your 5:05am reminder call.

Close the conversation

•Close
“Thank you and have a great day/good day”.

• Repeating the information after taking a wakeup call request provides an opportunity for the
Guest to correct us if the information was incorrect.

• Record all the information in the wake up call sheet which includes room number, Guest
name, wakeup call time, reminder wakeup call time, the order (if any) and the hosts name
who had taken the wake up call.

• The entire wake up calls would be given by the operator. In case the reception receives any
wake up calls, then the host should record that on the wakeup call sheet and deliver that to
the operator. He should make sure to get one copy signed by the operator to whom he gave
the copy.

• All wake up calls should be filed. The operator would maintain a separate wake up log file
wherein he/she would file all wakeup call sheets after they have been delivered at the end.

Reception would also make sure to file all wakeup call sheets if they are receiving the requests.
As mentioned above, the reception copy should be in the back office filing whereas the
operator would also file after they have given the wake up calls.

• Callers requesting
requesting Guest room extensions between midnight and 6am will be advised of the
local time and offered the option of leaving a message or putting the call through.
#Pet Policy
Pets would strictly not be allowed at Alila Bangalore Hotel & Residence.

#Upselling
#Upselling- Features & benefits of each room category

#Tracking Upselling/Procedures

Incoming Packages
• All incoming packages would be received by the operator’s office.

• As soon as the package is received, the same should then be logged in the “Incoming Package
Package
Sheet” register.

• The description and the entire detailing of that particular package should be recorded carefully
on the package sheet.

• It should be signed by the host receiving the package and similarly, whenever the same is being
sent to the particular rooms, then it should be again signed by the host delivering the package.

• Both the records should also be time logged.

 • The same sheet should be made sure to be filed accurately for recording purposes in the box
file.

#Room Blocking
• To ensure that appropriate room is selected, room blocking should be done according to
Guest requests and preferences such as smoking, non-smoking, high floor, low floor, arrival
time, VIP status etc.

• Duty Managers would maintain room blocking for at least 3 days advance reservations.

• VIP’s, early arrivals for next day should be ready by 1600hrs one day before the arrival date
and also Housekeeping and room service should be aware of it.

• All other rooms should also be blocked.

• The night manager should make sure to check all the room blocking for next day, do
necessary changes and communicate to respective people as well.

• For Room Blocking for Groups, Group Resume and rooming lists should be reviewed before
starting with room blockings. Groups should always be pre blocked 24hrs in advance of their
arrivals.

#Late Charge procedures

• All late charges should be done only with the approval of the credit department/financial
controller.

• Duty managers should send an email to the Credit Manager to charge the Guests credit card
with the late charge amounts.

• Emails should include Guests name, credit card details and the amount.

• By and for possible, all late charges emails should always include the Credit card authorization
letters or company letters or whatever the case may be.

#Lost & Found

Found Procedures
• All lost and found items should be reported immediately to the housekeeping control desk
and the item should be safely kept in a safe place, probably under lock and key.

• In case there is no one available at the HK control desk, then the same should be informed to
the duty managers.
 • If the operator/hosts receive any calls regarding lost and found items, then the calls should be
forwarded to the HK control desk. In case there is no one present at the desk, then the call
should be forwarded to Duty Managers mobile phone.

• Duty Managers receiving any request for lost and found items or if even receiving the item in
particular, then the same should be logged down appropriately in duty managers log book for
appropriate follow up and action.

#Handling
#Handling a Guest request
• Always listen carefully and give full attention to the Guests.

• Ask questions to clarify the request and make clear notes to ensure the request is handled
properly.

• Take care of Guest request as soon as possible. Be sure to log down the request on the
15minutes comments report so that if a Guest calls back, there is always a record of the
action you have taken or who it was passed onto. Record the time of the request, the person
with whom the request has been placed, the department and the time it was completed.

• Duty Managers should be informed about any issues the Guest mentions, as the same needs
to be written on a glitch without fail.

• Once the task has been completed, follow up with the Guest to make sure that the request has
been completed.

• Front Office Manager to be kept in the loop for all complaints received.

# Handling questions, problems and complaints

• Always and at any point in time be sympathetic to Guests concern of problems. Show
empathy and let the Guest know that you understand.

• Always listen carefully and give full and utmost attention to the Guest. Maintain eye contact
and use pleasant tone of voice.

• Try and learn the Guest’s name and use it at least twice during a conversation.

• Ask questions to clarify any doubts. Offer the Guest several options and by and far possible,
let the Guest choose the outcome.

• Behave in a mature and professional manner. Accept responsibility and communicate ability to
take care of the problems.

• Always keep the Guest informed what you are going to do and when you are going to do it.
Take immediate action to solve the problem whenever applicable.
 • If the Guest is dissatisfied with the options presented, then offer Manager’s assistance to the
Guest as soon as possible.

• Always follow up to make sure that the issue/problem has been resolved.

• The duty managers/AFOM/FOM to be kept informed at all times of any Guest problems and
complaints.

• Glitches to be raised appropriately for any complaint or an issue appropriately by the duty
manager/AFOM/FOM and circulated.

# Crunch Team
• We need to ensure that we always have enough people at the front desk to assist all Guests
requests straight away, especially in crunch situations.

• In case the duty managers are not available, immediately call the Front Office Manager.

• In case more help is needed then the other department help will also be taken at any time of
the day.

# Tip Policy
General:
1. To ensure that proper control mechanism is set up in processing and distribution of tips to all
the hotel employees.

2. There is consistency in collection and distribution.

3. All employees being treated equally.

Policy and Procedure:

• Tip boxes would be put at the front office reception, F&B restaurants and other areas securely
in a hidden location so that it is not visible to Guests.

• The gratuity box will be kept under lock and key all the time, the keys of which will be with
Human Resources.

• All employees receiving tips should honestly drop the tip in the gratuity box prominently
displayed in their areas.

• The tip policy should be communicated to all the employees through department briefings
and also through the employee handbook.

• Human Resources will then make a team of 04 employees selected from each department on
a rotational department basis.
 • These 04 employees along with a HR representative will go around the hotel and collect the
tips from the gratuity boxes around.

• They in turn will proceed to the HR office and in closed doors the money would be counted
and verified.

• After arriving at the final count, the money would then be equally distributed amongst all the
employees and the same would then be put in an envelope and segregated per department
wise.

• All employees would then be handed over the tips by Human Resources department.

Keep in Mind:
• All tips to be distributed equally to all the employees.
• The Tip Policy is made to make sure that the all employees get an equal share in the tips
irrespective of their nature of work.
• There is uniformity and fair distribution all across the hotel.

Tip Adjustment Procedure

It is very important to undergo the Tip Adjustment on the Opera PMS for credit card transactions.
This is done to tally the EDC Machine report with the Opera Cashier Audit Amount before the Night
Audit is done.
• Once, the credit card is swiped and the Final Opera Invoice is generated, the cashier presents
the same to the Guest for the final signatures.

• The guest checks the Invoice and the charge slip, and once he’s fine with the same, will enter a
tip amount in the Tip section of the charge slip and sign the same. (Depends on the Guest,
some of the Guests might not. At no point in time force a Guest a to do that).

• The host then gives the 2nd copy of the Invoice and the charge slip to the guest and Thanks
him for his stay with us and bidding farewell. We can also ask the Guest at check out whether
he would need any car for the airport drop or for any other destination in the city

• Once the guest leaves, the cashier will enter the Tip in the EDC Machine by pressing the ‘TIP’
button on the machine. The cashier will use the same machine on which he/she has swiped
the guest card.

• The machine will then pop up the Invoice / ROC number request screen. The charge slip will
have these numbers printed which has to be punched on the machine.

• .Once the machine accepts the number, the Tip request screen is displayed on which, the tip
amount written by the guest on the credit card charge slip needs to be entered.
 • After the same is done, press ‘OK’ on the machine and then the revised charge slip gets
printed from the machine. This slip needs to be attached along with the Final Invoice signed by
the guest.
Please note, the tip adjustment has to be done on the EDC machine on the same day, before the
Batch closing is done.

After the EDC machine Tip adjustment is completed, we need to have a record of the Tip
adjustment done on the Opera PMS as well.
• The cashier will log onto the Cashiering mode on the Opera PMS.

• He will then open the Master Folio created for Tips transactions only. (ZZ TIPS)
• Open the ZZ TIPS folio and then select ‘POST’.

• Enter the TIPS code configured on Opera, or simply type, TIPS and then select the
appropriate code for the posting.

• Enter the ‘Tip amount’ mentioned in the charge slip in the Amount column of Opera.

• Then enter the notes in the ‘SUPPLEMENT’ column. (For e.g., Guest Name, tips received).

• In the ‘REFERENCE’ column, enter the Cashier’s / Host name who received the tips

• Press POST, and then select the transaction and drag it to an empty window.

• Settle the posting by selecting ‘PAYMENT’, under the same credit card number on which the
tip amount has been entered and punched on the machine.

• After the settlement, generate an Invoice printed copy and have the revised charge slip with
the tip amount printed on it attached along with this Invoice.

# Key handling procedures

procedures

• Proper Key handling procedures would ensure the safety and convenience of our Guests.
Upon check in Guests should be offered the amount of keys they would like. In case of
double occupancy rooms, Guests would be automatically offered two keys.

• Always for security reasons, we mention the floor in which the Guest will be staying but never
the actual room number. Should the Guest loose the key packet or forget the room number,
they must always come to the front desk to receive the information/collect another set f keys
only after showing a valid picture identification.

• At any point in time, room numbers are not to be released over the phone to Guests or
employees again with security reasons.
 • If at all there are questions or doubts whatsoever concerning key access, immediately contact
the duty managers/FOM. If the Guests are not carrying their id with them, then verify
information that only they would know and then only handover the key to the Guest.

• Never at any point in time hesitate in calling the DM/AFOM/FOM if there is any doubt when
handling a suspicious Guest.

• Do not issue a key under any circumstances to any person who is not registered in the room.

• Similarly, driver’s car keys or any other keys within the department would be done only with
proper in and out record maintained at the operator’s office.

• One sheet would be opened per day by the morning shift and the same after appropriate
entries would be filed by the night shift after all keys have been received.

• All internal keys whenever issued and brought back have to be recorded and filed in the “Key
in and out” format book.

# Mobile in & out procedures

• As with all keys, similarly all mobiles would also be need to be in and out. The mobiles would
be of the drivers, airport representatives, bell boys, duty managers etc.

• The operator would then need to make sure that the mobiles in and out have been correctly
filed and appropriately recorded.

• One sheet would be opened per day by the morning shift and the same after appropriate
entries would be filed by the night shift after all mobiles have been received.

• This procedure would help in making sure that the mobiles are all safe and that there is a
proper handover process.

#Customer Relationship Management

• As soon as the Guest has checked-in and all details updated in the registration card, then the
same information needs to be updated by the hosts in the Opera Guest profile.
• Post that, the host the needs to correspondingly open CRM in their desktop and then update
the same in CRM profile.
• Each and every information needs to be correctly fed into the CRM as that would form the
basis of generating Guests history.
• The host will then also crop a picture of the Guest through his/her passport, identity card,
Google, face book and then attach the same into the CRM Guest profile.
• All Guests preferences including meals, activities, housekeeping notes etc should be clearly
updated to have good amount of Guests preferences and to have consistent Guests history.
• After all the registration cards details have been updated in Opera Guests profile and CRM
profile, then the host should take out the Guests checked-in report, tally all the registration
cards with the report, attach the report and the registration cards together and keep the same
with the Duty Manager.
• The Duty Manager before leaving for the day will check all the registration cards and
correspondingly also the Opera profile and the CRM profile to check on the accuracy of data
entry.
• The Duty Manager or senior host will then email the CRM profiles to all Guest related areas
like Food and Beverage, Spa, Engineering and Housekeeping.
• Even after the Guest has checked out, relevant departure comments and information has to
be loaded onto the CRM profile so as to establish solid Guest history data.
• Similarly, any glitches and other complaints would also have to be recorded in Opera Guests
profile as well as CRM so that all updates with regards to that Guest is present in the profile
appropriately.
• Also, the important preferences and other must see points would be highlighted and sent to
respective and important departments for their perusal and ready reference in satisfying that
Guest request.
• Similarly, any other departments like F&B, Spa, Housekeeping who come across important
Guests profile information, should inform the front desk appropriately so that the same can be
also be updated accordingly. Basically, profiling should be the Endeavour of every host.
• All non-resident Guests profile would be maintained in separately by the F&B coordinator and
updated only on the CRM but actual profiling would be done b everyone.
• It is imperative that the PR Manager maintains appropriate follow ups in tracking Guest
anniversaries, birthdays, special occasions etc so that those Guests can be wished accordingly
on those days.
• Similarly, if the Guest is from another country, then the PR Manager should contact the sales
offices in those cities and try and arrange a box of choclates or flowers and have it delivered
at their doorsteps.
• Every week, the Guest history related to dates of Guests stay, no of nights, actual revenue
generated per Guest, departmental revenue per Guest would need to be exported from
Opera and imported into CRM so that all other details applicable for that Guest also gets
updated in his/her profile. This is done randomly and all Guests arrival and departure details
pertaining to that week will then automatically get updated.
• It is again imperative that all the profiles are updated regularly so that the information loading
is up to date and very regular.
• The average profile completeness percentage will also depend on how the inputs into the
profile have been made and how deep the data has been fed into the systems. The data entry
 standard has to be followed religiously. Daily checks would be done by the FOM to make sure
that an attempt has been made for 100% data capture.

#CRM profile Updation and cropping of pictures

 CODE-
CODE-4
LEISURE CONCIERGE
• Leisure Concierge is the most versatile and amazing concept vey prone to Alila Hotels &
Resorts.

• This concept
concept is being introduced first time at Bangalore.

• Leisure Concierge would chalk out tailor made activities and experiences especially for our
Guests. The same would also entail targeting non-
non-resident Guests into our hotel.

#Luggage Delivery to
to Rooms
As soon as the luggages arrive at the main porch of the hotel, the same would be scanned
immediately. The tags would have already been put but just in case they are not there, then the same
would be marked appropriately. The counterfoil from the tags should also be taken and then the
same used for updating the “Luggage Control form”. That particular counterfoil then needs to be kept
at the Bell desk.

The bell boys would then send the bags as soon as possible to the rooms/suites/residences. The
luggage should reach the room within 10 minutes of check-in. It should be placed neatly on the
luggage rack, right side up and the host should always confirm with the Guests that the number of
pieces is correct.

After the bag has been delivered, the host should always update the “Errand Card”. The errand card
needs to be updated after every time or any number of times the host goes into the room for any
kind of errands.

#Tagging of bags

As described above, all arriving bags would be tagged from the airport itself. The tags would clearly
have the Guest’s name, their room number, number of pieces, arrival date and departure date. After
the bags have been tagged, it is imperative that the counterfoil in the tag should also have the same
information and then the same should be used to update the “Luggage Control Form”.

#Valet Parking/Alila Car Parks

Valet Parking would be an added service for our Guests who come on self driven cars. Alila Bangalore
would make sure that the cars are getting parked at appropriate places. As soon as the cars have
arrived at the porch, the bell attendant should provide a valet tag to the Guest, make sure that he
parks the car at appropriate location and then the valet tag and the key should be hung neatly on the
wooden board at the bell desk.

As soon as the Guest approaches to get his car back, he should present the valet card to the bell host
and then the host should go and retrieve the car.

At no point in time if the Guest has forgotten the valet card should the car be retrieved without
interrogation. Proper questions like type of car, car number, license, registration details, name of the
Guest holding the licenses etc should be asked..

The duty manager should be informed immediately of the same and any decision should be taken
only their approvals.
#Leisure Concierge Activities

At Alila Bangalore, Guests would be offered to various experiences and activities which would be
tailor made especially for them. The following are the activities and excursions planned for the Guests.
With these activities, we will also target lots of non-resident Guests who would visit our hotel for
dining and enjoying the services. The following are the activities and excursions planned for the Guests
alike at Bangalore.

ALILA GOLF EXPERIENCE:

5hours

Enjoy the ever youthful and graceful game of Golf at the golfing capital of India in Bangalore. We have
two options to choose from

KARNATAKA GOLF ASSOCIATION:

Karnataka Golf Association offers beautiful environs where a graceful game of golfing can be played in
its 18 hole picturesque golf course. It is said that after having put the idea for building a course in the
golfing capital of Southern India, Peter Thompson, British Open Winner put his hands onto it and with
the help of state funds, the gates of Karnataka Golf Association was made open in 1986. It was here
that the very important SAARC heads of states meeting was also held in the same year.

The beautiful paradise that it is, the whole idea at the Karnataka Golf Association is to give Guests
that sense of luxury and space to immerse themselves in the soothing atmosphere. What more, when
a game of tee comes with added pleasures like swimming, playing a game of cards, lazing around in
the library, rejuvenating at the health club or wining and dining.

Distance from the hotel: 18kms.

Address: No.1, Golf Avenue, Kodihalli, Off. Airport Road, P.B.No. 817, Bangalore - 560008.

Contact No- +91-80-40090000.

Main Contact- Ms. Lily (+91-80-40090016).

Operational hours: 05:30 am until 6pm.

Dress Code- Primarily golfing attire except shorts permitted until 23:30hrs.

•Gents: Smart casuals and polo neck t-shirts.

•Ladies: The focus is always on elegance, poise and grace.
Rates and details:

Weekdays: Rs. 1500/- per person

Saturday and Sundays: Rs. 3000/- person

Golf Kit at Rs. 600 and caddy available at Rs. 200.

All the players should carry a valid handicap license otherwise access would only be till the practice
areas.

TRAILS AT THE GARDEN CITY

4hrs

Enjoy a peak into the beautiful and picturesque city of Bangalore starting your day with first visiting the
second largest aquarium in India, the Bangalore Aquarium. After seeing the wide variety of aquatic life,
move on to enjoy the relics at the Government Museum straight from the Indus Valley Civilization
days, seeing the traditional South Indian Jewellery, fascinating stones, inscriptions, icons, paintings and
sculptures. From the more traditional Govt. Museum move on and take a sneak peak on to the
grandeur legislative chambers of the State Government- the Vidhan Soudha. Right opposite the
chambers, the stylish European gothic kind of architecture awaits you at the Bangalore High Court-
Attara Kacheri meaning 18 offices, built under the reign of the then emperor Tipu Sultan.

Finish your day by visiting the Visvesvaraya Industrial and Technological Museum exploring the five
galleries- Electronical, Engine hall , Children's science, Paper Metals and Popular Science Gallery or if
accompanied with kids, take a ride in the toy train, explore the merry go rounds, go horse riding at
the picturesque children amusement and recreation Park, Bal Bhavan.

While finishing, do explore the magic and the beautiful tranquil surroundings made up of natural
flowers and trees at our very own Cubbon Park.

AN OASIS AT THE TIPU SULTAN FORT & LALBAGH BOTANICAL

BOTANICAL GARDENS

4hrs

Visit the Tipu Sultan Fort, built by the then Emperor of Mysore, Tipu Sultan which holds utmost
historical importance as it use to be his summer residence. The beautiful carved arches of the fort per
Islamic style are built entirely of teakwood. The fort also houses a very famous Ganapati temple. The
fort is adorned with pillars, arches and balconies. It is hear that Tipu Sultan carried out his affairs from
the eastern and western balconies of the fort. It was also used as a British Secretariat.

From the fort, we can step onto the oasis of flora and fauna in the city, The Lalbagh Gardens which
holds the distinction of housing the largest and rarest collection of exotic plants in India. The garden is
beautifully designed, with lawns, flowerbeds, lotus pools and fountains adding to its splendor. Flower
extravaganzas are held every year in the botanical gardens, as a part of the Independence Day and
Republic Day celebrations. This beautiful creation of Hyder Ali, father of Tipu Sultan, also houses the
glass house modeled on London’s crystal palace.
BIRD-
BIRD-HEAVEN-
HEAVEN- SANCTUARY OF DIFFERENT SPECIES

04hrs

Enjoy an early morning trip to Lalbagh bird sanctuary and get mesmerized by the sounds of the ever
humming birds. Combined with watching the beautiful and rarest collection of the very best of the
exotic plants, this early morning splendor is a definite value for money.

From watching the beautiful egrets, cormorants, pelicans and ducks, the surrounding mesmerizes the
visitor with the beautiful chants and voices.

Please be rest assured that a visit at the beautiful bird sanctuary is worth the time and money on a
lazy Sunday morning.

If you are lucky, a visit at the bird heaven is a definite catch for holiday lovers and for people who love
the feeling of going green and being with nature.

BANGALORE WALK
4hrs
Weekend Bangalore Walk is surely to let you enthralled which is supposed to be the passion of the
well informed, world travelled and fluent English speakers. Inspired by similar walks in London and
Boston, meant for all ages and physiques, all traditional, medieval, Victorian and Green heritage walks
are fun filled, informative and stimulating.
Held every Saturday and Sunday in the 03 wee hours of your beautiful mornings and coupled with
surprise breakfast, is surely and bound to get you surprises of what this diverse city has to offer.

Check out with your host who will book a walk only for you and keep you updated on any latest
development Bangalore as well.

Reservation needs to be done at least 48hrs in advance in order to get a confirmed place.

BYLAKUPPE TIBETAN REFUGEE SETTLEMENT

01day
Bylakuppe Tibetan Refugee Settlement is the largest settlement in India located near Kushalnagar in
Kodagu district. It holds several monasteries and temples from Indo-Tibetan Buddhist lineages. The
beautiful and magnificent Buddhist statues in the monastery are one of the major attractions all being
magnificent, impressive and unique. The statues found here are Guru Padmasambhava, the
Shakyamuni Buddha and Amitayus. The settlement houses more than 16000 refugees from Tibet who
escaped from their country following its invasion from Chinese.
Agriculture currently is the very main occupation of these refuges. It is even said that these Tibetans
also make amazing handmade handicrafts, carpets and incense.

This 01 day visit is a definite and a major attraction for all tourists coming in to the Silicon Valley of
India.
TIPU SLTAN’S FORT
04hrs
The beautiful and historical 02 storied wooden structure carved out of Teakwood with decorative
pillars, arches and balconies. The fort houses a beautiful museum adorned with ancient artifact of
Hyder-Tipu regime. The fort is of historic importance as Hyder Ali, father of Tipu Sultan, imprisoned
the then army officer David Baird along with other British army officers. The delicate carvings and
paintings with historical photos of those of maharajas, viceroys and other personalities that adorn the
“Adobe of Peace” is a true attraction for visitors.
The fort has all resemblance to the magnificent style of Islamic architecture that can be seen in its
beautifully crafted floral paintings on walls and ceilings.

An overall oasis, Tipu’s fort is a place worth exploring on your visit to Bangalore.

CITY OF MYSORE AND RANGATHITTU BIRD SANCTUARY

01 Day
The cultural and historical City of Mysore is famously known as the “Cultural Capital of Karnataka”. At
about 140kms from Bangalore, the city offers loads of cultural sensitivities ranging from palaces to
places of historical importance. It is said that the charm of Mysore exudes a vibrant charm that never
ceases or fails to enchant the tourists. The Mysore Zoo, Jayalakshmi Vilas, Lalitha Mahal,
Chamundeshwari Temple, Regional Museum of Natural History...The entire experience is definitely
going to leave you completely mesmerized by its beauty and vibrancy...
On the way also, visit the delightful Ranganathittu Bird sanctuary, home to some great Asian nesting
and breeding ground for migratory birds from all across the earth. Most commonly found species are
daters, spoonbills, heron, partridge, snake bird and other exotic birds coming from as far as Siberia,
Australia and even North Americas. It is said that these birds lay their eggs on the islets in the river
and which also acts as their breeding ground. A visit at this beautiful bird sanctuary is definitely going
to leave you completely awe struck with the beautiful creatures.

EXPERIENCE THE GASTRONOMY OF BANGALORE

04hrs
Spend half a day experiencing the gastronomy of Bangalore amidst the local market in the centre of
the city. Walk the lanes with our chef and hop around seeing the local butchery shops, vegetable and
fruit market and experience the true gastronomy of Bangalore. Also, embark and savour on some
great street food of Bangalore and enjoy the delicacies completely. This is for sure one of its kind and
an experience to remember.
CAUVERY FISHING CAMP
06hrs
Tucked away from Bangalore city and yet close enough for you to reach it in two hours, Cauvery
Fishing camp will offer a slice of nature that is unique, rugged, and breathtakingly beautiful - one in
which you can totally feel free! It is also an ideal wilderness retreat for the (non-fishing) nature lovers
and knowledge workers. The most important activity at the Cauvery Fishing camp is the "Catch "Catch &
Release" method of Masheer Fishing or Angling. Float down the meandering river on a coracle, indulge
in some fishing for fun, and observe 95 species of birds, including rare ones like the grey headed
fishing eagle, spot billed duck, small pied kingfisher and the black-bellied river tern. Plus you can also
enjoy the mountain biking, kayaking and rafting. So, put on your sports shoes and shorts and embark
on a beautiful journey of sorts in and around the picturesque Cauvery Fishing camp.

ISKCON TEMPLE-
TEMPLE- International Society for Krishna Consciousness
4hrs
At ISKCON Bangalore, the Dieties are dressed most grandly with new dresses and jewellery. The
temple is grandly decorated that it heralds the most celebrated event in the entire universe. Devotees
in large numbers throng the temple and various forms of prayer services continue till midnight. From
swinging an enchanting diety of baby Krishna to performing the abhishekh seva, it all culminates to one
of the most auspicious ceremony of the Lord.
The ISKCON temple is undoubtedly the most bonafide and versatile institution which disseminates
spirituality from all it surroundings and definitely worth a visit.

WORSHIP THE FASCINATING DIETY- DIETY- LORD SHIVA

3hrs
The Shiva Temple located on the airport road is a statue of the seated Shiva in the Himalayas. Built in
the year 1995, Shiva’s idol is a great crowd puller due to its grandeur, aesthetic values, scenic beauty
and majesticity. It’s an awesome 65feet structure of Lord Shiva seated in Lotus position. The backdrop
of Mount Kailash, the Lord’s heavenly abode and the river Ganga flowing from his matted locks as
clearly depicted in the mythology. Definitely, visiting the Lord Shiva temple would be an experience
in itself and

BULL TEMPLE
01 day trip
The beautiful sacred abode or popularly called as Vahana to Lord Shiva, Nandi bull temple is again a
place worth visit situated amongst the beautiful environs and completely looks like a natures paradise.
Nandi Hills was also known as Ananda Giri again popularly called as Hill of Happiness. Another
ancient temple, Yoga Nandeeswara was situated atop the hill. It was here that a fort was built. This
fort was absolutely impregnable as it was here that the then soldiers could shoot from all directions
without being seen at all. Again, a summer rest house was also built atop this hill. It’s a place worth
visiting and exploring. The beautiful hills that it is, is completely justified with the peace and harmony
that it emanates.
#Left Luggage Procedures

• If any Guest has given his/her bag for storage until his next visit or just for certain period of
time, then the same should be handled discreetly and with full offer of assistance.

• Immediately, the bags should be tagged with the luggage tag and the counterfoil after filling in
all details should be given to the Guest.

• The bag should be stored safely at the bell desk or should be left at the back office behind the
reception.

• Immediately, a written log should be written in the log book so that everyone is well aware of
the same.

• This log should be carried forward per shift till it gets picked up by the Guest.

• The host should also make sure that he leaves a trace and a reservations alert for future
reservation in case the Guest is coming back at a later date.

• In case the Guest has just given the bag for temporary storage, then the same should only be
written on the log book and followed up with proper handovers until the same has been
collected.

• It is also very important that the left luggage storage form is appropriately filled in after any bag
has been received for storage and taken back after storage as well.

#Booking of Airline Tickets

• Airline tickets would also be booked by the Leisure concierge desk. Any Guest who
approaches for booking airline tickets/train tickets should be straightaway obliged.

• The host should then go onto that particular website of the airlines and book the tickets
accordingly.

• For domestic airline ticket booking, agents websites like make my trip, yatra.com should be
used.

• Proper credit card details and C V V(three digit security number behind the card) number of
the card should be taken so that the tickets if available could be booked instantly.

• Guests should always be told that we will check the availability and then get back to them, just
in case, the tickets were not available.

• In case they are available, then the same should be booked and the confirmation sent
accordingly.

• Similarly, the same process should also be followed for train tickets.
#Flight/Railway Ticket reconfirmation
Whenever a Guest approaches front desk for reconfirming their airline/railway tickets, the host should
take down the following details from the Guest:
• Name of the Guest and Room Number
• Copy of the tickets that the Guest currently has

The Guests should never be kept waiting at the front desk. The same should be immediately
reconfirmed and then a new “Ticket Confirmation Card” should be printed.

Post which the card and the ticket should be put in the A5 envelope and then the same needs
to be sent to the Guest room.

#Activities Planning
Planning
Any Guest who approaches Leisure Concierge for planning of activities and experiences should be
taken as a step for all upselling possibilities. The experiences mentioned in the brochures should be
tried and sold. The host should also be able to tailor design activities for Guests. The concierge host
will have a list of all shopping, eating joints, information on all pubs and discs etc.
The concierge host will be the most important source of information provider for our Guests at Alila
Bangalore.

#Outside
#Outside Taxi Requests

Guests during their stay with us normally require transport arrangements to be made for them for
Local use or airport transfers. It’s always mandatory for the Host to first suggest the Hotel Car service
to the guests. In case the guests insist on an outsourced taxi service, the host should be welcome to
do so by offering the guests his assistance.
• The host will take the request on the telephone or at the Front desk counter.
• The host shall take down the following details from the guests before committing the service;
o Car reporting time.
o Type of car & size. (For e.g., A Sedan or an SUV)
o Destination
o Guest’s Budget
• Once the same is recorded, the host will enter the request on the ’15 MINUTES REPORT’
and the Car request Register.
• The host will then press SHIFT F7 on the Opera PMS and check on the different Cab services
available in the City, and then call up the respective taxi service.
• The host will inform the Taxi Agent about the details mentioned by the guest and should
make sure the following points are clarified before confirming the car;
o Total Charges. (with the breakup in case of a Long journey)
o Car reporting time should be 15 minutes prior to the guest mentioned time.
o Driver should know to speak English and be decently groomed, know the city
whereabouts well.
 • Once the above details are clarified and the Agent acknowledges the same, the host will
confirm and block the car.
• The hosts will then call up the guest and inform him about the Car confirmation along with
the charges. The host will also inform the guest to make the payment for the car directly to
the Driver. Should the guest not have cash for the trip, the host can offer to pay the driver on
behalf of the guest and have the same posted to the guest room bills by raising a Paid Out.
• The host can also ask the guest in case of any future car bookings and have the same entered
in the Car Register and the Traces column in the Opera PMS.

#Airport Pick-
Pick-up and Drop Procedures
STAGE 1: Organizing the Pickup.
An airport pickup is a very important process as it serves as the first point of contact of service
experience of a hotel to the guest. The hotel staff has to be real careful in taking down the request
and then dispatching the car on the day of arrival. The process for the airport pickup should begin a
day prior to the date of arrival. This is to ensure proper staffing of the drivers for the next day and to
avoid any discrepancies regarding the same on the day of arrival.
• The Afternoon shift Host / the Airport Representative will print the Airport pickup report for
the next day and go through the requirement. The same is then informed to the Duty
Manager, who will then check on Special notes like,
 Type of Car (Sedan or SUV)
 Number of Guests sharing the car.
 Any particular Driver preference
• Once, the same is done, the Duty Manager will brief the drivers regarding the same and then
do the staffing accordingly.
• On the day of arrival, the Host / the Airport representative will print the Arrival report for the
day and the Airport Pickup report to check in case of any additional pickup requests.
• The host will also have to clarify the following points;
o Flight details & timings
o Reconfirm the flight timings by calling the Local respective Airline office, or the Airline
website to check if any change in timings or delays in flight arrival.
• Once the above is clarified, the host / the Airport Rep will ready the Placards, check the cars
and dispatch them for the pickups.

STAGE 2: Picking up the guest from the Airport.

The Airport representative should make sure that he/she meets every arrival guest for Alila at the
airport and escort them to their respective cars. Should the guest not have a hotel car request, the
Rep must offer assistance in organizing a car for their pickups, whether a hotel car or an outsourced
taxi. The process goes as follows;
 The Airport rep will meet the guest at the Baggage Claim area in the Arrival terminal
(Domestic).

 The Rep greets the guest as per the time of the day and ask him if his/her journey was
pleasant.
  The Rep will then inform the guest that his/her bags will be arriving on this particular baggage
belt. He will also reconfirm on the Numbers of pieces of bags and check if the guest has any
fragile items arriving too.

 He will request the guest for his Boarding Pass and offer assistance in picking his bags.
Meanwhile the Rep will also suggest the guest if he would like to use the Restroom or any
other facility.
 Once, the bags have arrived, the Rep will tag the bags with the Alila Baggage Tag and remove
the airline tags and place them neatly on the trolley. The fragile tags from the bags should not
be removed.

 The driver is then informed on the guest arrival and is asked to bring the car to the exit of the
Arrival terminal.

 The Rep then escorts the guest to his car and introduces the Driver to the guest. The Rep will
also inform the guest that the Hotel is 56 KMS away from the airport and would take an
approximate 90 minutes to reach the hotel.

 The driver then opens the car door and requests the guest to be seated, places the bags in
the car boot. The Rep will have the guest hand baggage placed in the front seat of the car.
Once all this is done, the driver will start off for the hotel.

 The Airport Rep wishes the guest a pleasant journey to the hotel and a great stay experience.

 Once the car leaves, the Rep will call up the Hotel Front Desk and inform that the guest is on
his way.

 The driver, in the car will have to explain regarding the music, temperature, serving hot/cold
towels, asking for water etc etc…

AIRPORT DROP
DROP
An airport drop is equally important as an airport pickup as it serves as the last point of a stay
experience to the guest. The first impression of a guest stay provides an overview of the hotel
standards to a guest. However, an airport drop which is the last point of contact between the hotel
and the guest sums up the entire stay experience of the guest.
The process of an airport drop begins a day prior to the guest departure date in order to ensure
proper manning of drivers for the next day. Also, should guests have any driver preference for the
drop; the same can be informed to the preferred driver so that he will be on shift the next day.
• During the Departure Reconfirmation process, the host will take down requests for airport
drops and will also reconfirm the drop requests with guests who already have an airport drop
booked.
• The Afternoon shift Host / the Airport Representative will then print the Airport Drop report
for the next day and go through the requirement. The same is then informed to the Duty
Manager, who will then check on Special notes like,
 Type of Car (Sedan or SUV)
 Number of Guests sharing the car.
 Any particular Driver preference
• A ‘Check out Alert’ has to be attached to the guest reservation in case of a Chargeable airport
drop to avoid any discrepancies at check out.

• In case of VIP guests, the host can check with guest if he would like us to reconfirm his tickets,
seat blocking etc.

• On the day of departure, the Host along with the Duty Manager will see to the cleanliness of
the Cars and Driver grooming an hour prior to the guest departure.

• Once the same is done, the car needs to be present at the main porch at least 15 minutes
prior to the guest check out process.

• The Bell Boys will then collect the bags from the guest room and have it placed in the boot of
the car.

• At check out, the host will check if the airport drop is chargeable or not and do the needful.
The same is then informed to the guest.

• After the check out process, the guest is escorted to his vehicle and is shown the number of
pieces of bags placed in the boot. Once the guest acknowledges, he is seated in the car and
proceeds to the airport.

• Should the Airport Representative be present in the hotel, he will go along with the guest to
the airport. If he is not present, the host will call up the Rep in the airport and inform him that
the guest has left the hotel and give him the Driver details and the Car number.

• Once the car reaches the airport, the Rep will meet the guest and will collect the baggage and
escort him to the check in counters and help the guest with any of the check in formalities.
The Rep will also enquire with the guest about his/her stay.

• After the guest is done with the required formalities, the airport rep thanks the guest for his
stay with us and bids him adieu.
 CODE 5
Telephone Etiquette
Answering Calls

Step: 1
•Make sure to answer latest by 3rd ring.
Greeting: Good Morning/Good Afternoon/Good Evening
•Greeting:
Department name: (Executive Office), Employee Name: (This is Tom)
•Department

Step: 2
•Always use the caller's name once you know it to establish a sense of recognition.
•Use the words, “Please
lease and Thank You “as often as possible.
•Never hang up before the caller.
•If putting a caller on hold, please say: May I place you on hold?
•Wait for the caller's response.
•Always end the service by saying, “Thank
hank you for calling”

Tricks of the Trade

•A caller should be placed on hold no longer than 15 seconds.
•Your personal touch should add a positive flavor to your conversation and
your tone of voice and positive attitude.
•Always make sure that all internal calls should be treated and taken the same way as all external calls.
•Always maintain a smile in your voice and give an unhurried impression
•(Remember: Smile is something that a caller doesn't see on the phone but it reflects in your voice).
•Listen carefully to the callers.
•Always encourage a positive attitude when on the phone.
•Use your feelings in the voice.

Leaving the Right Impression

Using proper words and phrases can be very important in the impression that is left on a caller-

•Thank You
•Certainly, Absolutely
•Thank You for calling
•May I find the information and call you back
•Goodbye
Answering
•Within 2-3 rings (latest by the 4th ring)

•With a pleasant tone of voice

•Using proper greeting

•Never hang up before the caller

•Never screen a call

•Always speak slowly and clearly.

•Listen attentively to the request of the caller and if you do not understand, then always say: “Excuse
me or I beg your pardon.....

•1f the caller's voice is not clear or if you want to ask for a clarification of the caller's voice then say-
Could you please raise your voice” or if names of Guest that can't be heard properly, then ask-
“Could you spell that please....

•If a caller asks someone by name or for a department in the hotel, then politely tell, certainly,
connecting you with pleasure and then transfer the call.....

THE RIGHT LANGUAGE

Negatives Positives
I don't know/ maybe I'll find out

There's nothing I can do about it Let me see what I can do about it

Please wait a minute I'll be right with you

Do you have a reservation Welcome, what type of room...

Sorry, we're sold out I' m sorry, we are fully committed but we will
help you find out accommodations near by
Sure/ Ok Certainly

I'll be with you after 5mins I'll be with you shortly

I didn't hear you I beg your pardon

Your departure date is on you are staying with us for...

At the ground lobby area At the Street Entrance

At the front office at the reception

Please hold on for a moment May I put you on hold...

Would you please hold the line?

THE TELEPHONE LANGUAGE

Verbiage for phone communications

How to receive a call (General):

External:

“Welcome to Alila Bangalore, This is your host…

Internal:

Guest call:
call:

At the Reception:

“Good Morning/Good Afternoon/Good Evening, Guest Services, This is Tom....

Internal from another department:

At the Reception:

“Good Morning/Afternoon/Evening, Guest Services, This is Smith...

On the phone:

•Pick up the phone within 3 rings

•If you are going to put someone on hold, ask first:
May I put you on hold? (Use caller name if you know it)
•When you pick up the call from someone you put on hold
..... Thank you for holding (Name of the Guest) …

•Do not put a caller on hold for more than 15 seconds, offer alternative:
Sorry to keep you waiting Tom, I am afraid the line is busy...May I take down a message...

When you return to a call after putting it on hold. Thank you for holding Tom.”
If you will take longer to resolve the query

….Would you like me to call you back Tom/Michelin or May I call you back....

If call is from overseas,

…. Would you mind calling back in 5mins (or whatever the time) Tom (Name of the
Guest).OR May I take a message Tom OR, May I have your good name and contact number and I will
ask Tom to call you back…

Remember the caller from overseas is on a different time zone therefore be very clear when
giving info regarding time.

When taking message, make sure you

you get:

•Make sure you get the correct message and understand about the content
•The correct name of the person for whom the message is.
•The caller's name
•Contact number (telephone number or e-mail address)

1. Handling outside call:

Greet the caller:

•Greet
Welcome to Alila Bangalore... This is your host...

Investigate only for calls after 2300hrs in the night...

•Investigate
“May I ask who is calling please?” We only screen calls in order to let our guests know as to
who is calling so late in the night (just
(just in case they ask).We do not screen calls to be put to
Through to executive offices or any other employee at any time of the day.
Of course, late in the night calls for executive departments cannot be transferred. We should
say:
“The operational hours of the offices are from 9am to 6pm...May I take down a message or
May I request you to call back tomorrow....

After we know the caller name and we will transfer the call to the guest room, unless DND.
•After
Certainly Tom/Jack, connecting you with pleasure…

When transferring a call for AB executive office or team member, simply say:
•When
“Certainly, connecting you with pleasure
•IfIf call bounces back to Guest Services
“Thank you for holding Tom/Jack, I am afraid the line is busy...May I take down a message....

Ask if the caller would like to leave a message:

•Ask
“Would you like to leave a message for Tom/Jack”

Paraphrasing and summarize the message

•Paraphrasing
“So you wish to let Tom/Jack ....... Know that either one of them should call you back within
today...is that correct? Or as the message may be in content (please note that the message may differ
for each Guest).

• Offer Further assistance

“Is there anything else I May assist you with? Thank you for calling Alila Bangalore

Close the conversation

•Close
“Thank you, have a pleasant day / evening as per the time of the day.

2. Handle the call from internal guest:

2.1 Guest call:

At the Guest Services:

“Good Morning/Afternoon/Evening, Guest Services, This is Smith…

At any other department:

“Good Morning/Afternoon/Evening, Name of the department, this is Smith…

Internal from another department:

At the Guest Service Desk:

“Good Morning/Afternoon/Evening, Guest Services/Appropriate department... This is Smith

2.2 Request for wakeup call via phone:

Greet the guest:

•Greet
At the Guest Services:
“Good Morning/Afternoon/Evening, Guest Services... This is Smith…
Request for wakeup call:
•Request
Take the wakeup call request and time and also ask further questions by saying:
Would you need a reminder wakeup call by about 2-5minutes and any tea coffee with the
Wake up call?

Please note that the Guest might not sometimes need a reminder wakeup call or tea/coffee with the
wakeup call, if so then please proceed with the normal and do not force the Guest.
 Paraphrasing and summarize wakeup call:
•Paraphrasing
Certainly, your wake up call for 5am in the morning is confirmed with a reminder call at
05:05am. We will have the tea/coffee sent up to the room as well (or whatever the order
may be).

If a Guest does not need a reminder call then please go ahead with the following, certainly, your wake
up call for 5am in the morning is confirmed...

Delivering wakeup call

•Delivering
Good Morning, Tom/Michelin (or whoever the responder may be according to the voice),
this is your 5am wake up call. The temperature currently is about 25degrees and we are
Expecting a bright and sunny day (or whatever the temperature may be).

Delivering reminder wakeup call

•Delivering
“Good Morning, Tom/Michelin, This is your 5:05am reminder call.

Close the conversation

•Close
“Thank you and have a great day/good day”
 CODE 6
NIGHT AUDITING/END OF THE DAY

Under process

115
 CODE 7
SERVICE LEVELS
• Service levels would mean the kind of service the Guest would want at any given
point in time during his stay with us.

• Service levels would help in tailor making and customizing the Guests stay according
to his/her preferences and needs.

• Service levels are the most distinguished feature of Alila Hotels & Resorts and are
followed whole throughout the company.

Types of Service Levels

• Private Service Level
• Discreet Service Level
• Indulgent Service Level
• Environmentally Conscious Service Level

SERVICE LEVELS EXPLAINED

• Private Service Level

• What does the dictionary say? Withdrawn from company or sight,

does not wish to be known or seen publicly, the wish for privacy,
Quiet, solitude.
• The guests wish for privacy at all times should be respected..
• Permanent DND.
• A simple call for any requirement to either Personal Host or
Operator.
• Room/Suite/Residence service only on request.
• It is very important when guests enter the Suite/Residence, they
Understand what Private Service level means and that they can request to
change to any other level whenever they wish to.
• Discreet Service
Service Level

• What does the dictionary say? Judgment in your actions and especially
in speech. The warmth and discreet elegance of a civilized home, he followed at a
discreet distance
• Discreet Service is a typical perfect & efficient service without making
our guest feel smothered and without invading their personal space.

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 • Room service at an agreed time if guest has a preference by Personal
Host & or a specific turn down service only.
• Outside of those regular services offered, if guests require anything
else they can make a simple call for any requirement to either
Personal Host or Operator and the request will be taken care of.

• Indulgent Service Level

• What does the dictionary say? Catering to the wishes of someone; often to excess;
willing to allow someone, to do or have whatever they want, even if this is not
good for them.
• Could be indulgence of food, service, comfort and hospitality.
• The guest who selects indulgent service will want to be pampered.
• Personal Host will focus closely to guests every comfort and go out of their
way completely to ensure this. Hosts should proactively offer and suggest
and anticipate.
• Suite/Residence will be serviced in guest the morning at a time which is convenient
for the guest (Enquire if there is a preference).. Room will be visited again in the mid
afternoon to freshen up and enquire if the guest needs anything. In case Guests are
near the pool side, they will be offered poolside service.
• Personal Host to enter room at least 3 times a day, more if the guest
requires or requests.
• Personal Host to be very attentive and on call 24hrs.
• Guests will be offered their preferred time for a daily itinerary planning.
Reservations suggested activities etc. Suggestions made in a natural and
engaging way according to type of guests, their interests etc.
• Guests will be informed that if they wish their bath can be drawn for them
every evening at their preferred time OR they may simply call the Personal
Host who will draw their bath within 15 minutes of their call.
• Personal Host to attend to the Guests every need throughout the day.

• Environmentally Conscious Service Level

• Said Mark Edleson, President and CEO of Alila Hotels and Resorts,
“Becoming carbon neutral is a natural step in Alila’s longstanding
commitment to minimize the environmental impact of our business. It also
provides a sustainable business model which can be applied to all of our
properties, strengthening Alila’s position as a leader in sustainable tourism.”
• More and more educated and well travelled guests of today are becoming
more and more Eco conscious. So much so that the deciding factor to
choose a hotel or not could be based on this approach.
• At Alila Bangalore there are a number of aspects which will cater to and will
be in lines with the vision of our company.

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 • There are even minor steps we can take in service which will help minimize
our impact on the environment without foregoing any service standards to
our guests.

CODE 8
PPM
• Personal Preference Menus are designed to understand a Guests preferences and
needs which can in turn be used to streamline their stay according to their wants.

• PPM is again a very distinguished feature of Alila Hotels & Resorts and is followed
whole throughout the company.

• The most important advantage of a PPM is that it helps in knowing our Guests
better which in turn helps us to pamper them accordingly.

• PPM is sent with the reservation confirmation to Guests who in turn would fill it up
and have it sent to us. This then is accordingly structured within various
departments who in turn would use Guests preferences in it to pamper and
streamline a Guests stay as per his needs and wants.

PERSONAL PREFERENCE MENU

Dhanyavadagulu, as we say fondly in these parts of the world. Thank you for choosing to stay with
us at Alila Bangalore Hotel and Residence.

We at Alila Bangalore invite you to enliven your preferences and passions for us to be able to
create a memory of memories only for you….

It is our Endeavour to make your stay at Alila Bangalore.... Surprisingly Different

Purpose of Stay

• Business
• Celebration (as soon as we click on celebrations, there will then be a drop down which will

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 have following options)
- Birthday
- Anniversary
- Romantic Getaway
- Honeymoon

process)- Will Revert by 01st September

Arrival and Departure (All in process)-

• Express Arrival
(Airside greet and meet, immigration and customs cleareance)

• Express Departure
(Express departure at check out, Immigration and Customs cleareance)

• Express Arrival and Departure

(Airside greet, immigration and customs cleareance)

Interests

• Explore Bangalore (will have a drop down which would have following options)
-Visit
Visit the temples (will have a drop down with following options)

- Pay a visit at the beautiful International Society for Krishna Consciousness.

- Visit the temple of the Fascinating Diety- Lord Shiva

- Nandi Durga Temple (Bull temple)

Drop down menu will have the importance of these temples as well

-Activities (will have a drop down with following options)

- Explore the famous Bangalore Walk

- Experience the garden city at the Lal Bagh Botanical Gardens & Cubbon
Park.

- Cycling in the calm environs of Bangalore at the Whitefield.

- Tee Time at the picturesque Golf Club of Bangalore

- Bend it like the babas- Yoga therapy

-Day
Day Trippers by Alila (will have a drop down with following options)

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 - “Culinary Delights “Experience the gastronomy of Bangalore
- Visit the beautiful Tipu’s Palace and Rangathittu bird sanctuary enroute
to
the historical and cultural “City of Mysore”.

- Worth paying a visit at the magnificent Bylakuppe Tibetan Refugee

Settlement bordering Karnataka.
- Cauvery fishing camp- Fight and land the great Mahseer

-Chill
Chill Maadi (will have a drop down with following options)

(Maadi in Kannada would mean “do”)

- Pub Hopping(from the oldest to the newest)

- Shop around for the antiques, silks, sandalwood & coffee of South India
- Just chill- walk the streets amidst the hustle and bustle of the city

Preferred Level of Service (Only for Suite and Residence

Residence Guest)

• Private
- the room/residence will be entered into only upon your request

• Discreet
- the room/residence will be maintained at an agreed time period of the day

• Environmentally Conscious
- an effort made to conserve waste, water and energy while all precautions taken to

maintain your comfort or service level- do we

• Indulgent
- Pleasingly, pleasantly pampered.

Sleep tight – Zzzzzzz??

• Body Pillow
• Non- Allergenic Pillow
• Cervical Pillow
• Cotton Pillow
• Pregnancy Pillow

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Culinary Ecstasy
Ecstasy

- Simply Jugalbandi: I am interested in discovering the culinary medley of Indian flavors.

- International signature dishes
- Personalized: I need Chef Joel to recommend.
- Being Bawarchi- Experiment the exciting being a Bawarchi (Chef)

Diet by Alila

My dietary requirements:

- Vegetarian
- Vegan
- Diabetic
- Gluten Free
- No animal products including diary
- Personalized dietary cravings.................................
- My allergies ... Please avoid

I, Me & My Bar

Your bar is stocked with a selection of non-alcoholic beverages and international beers. It can be
enhanced by the selection of spirits (all points below will have options to choose from)

• Spirits of your choice

• Wining pleasures
• Selection of Aperitifs
• International blend of whiskies
• Champagne of your choice

Fruity Passions

• Selection of whole fruits in season

• Seasonal presented sliced fruit plates
• Prepared on arrival fruit salad
• I don’t fancy fruits.

Sinfuly Me
At Alila Bangalore, we strive to make your stay with us an experience to remember. In this
endeavour, we would request you to share with us your preferences, likes and dislikes and any

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other information that would help us serve you better.
---------------------------------------------------------------------------------------------------------------------
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Preferred Hotel Registration

• Registration in advance of your arrival (the form would be sent via email with reservation
confirmation)
• Registration on arrival

We also have I-pods - please let us know in case you would prefer them in your room, prior to
your arrival.

• Yes
• No

We also have a choice of genre of music to choose from ranging from Jazz, Metal, Classic, Pop,
Rock and house. Please let us know and we would have the best of the collections only for you...

Earth Check
Earth- to raise consciousness and increase environmental awareness, we at Alila Bangalore
endeavour to contribute and preserve our Mother Nature in one or more of the following ways.
Please do let us know in case you would like to be a part of this special cause-
• Change the room linen every alternate days
• Switch off the air conditioner when you are not in your room
• Any which ways you would want to contribute to the “Green” cause

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 CODE 9
ALILA CIRCLE AND BLACK CARD
• What is Alila Circle?
• Circle of Influence
• our mission
• members & benefits
• black card privileges
• membership T&C
• welcome pack
• collateral planning
• communications
• Cause for Good
WHAT IS ALILA CIRCLE?
Alila Circle is …a
• Recognition Program
• For a
• Select Community
• By Invitation Only
• With Compliments

It Is …
• NOT a Loyalty Program
• NOT a Point Rewards Program
• NOT a Point of Purchase
• NOT a Discount Card

CIRCLE OF INFLUENCE
Alila Circle brings together the opinion makers with strong social networks, entrepreneurs, creative
and discerning individuals where they can personalize their leisure options and enjoy a sense of
belonging whenever they arrive at an Alila property.

Alila Circle is a community for those united in Pursuit of excellence and share in the art of living
consciously and living well …not following trends but making choices …as one voice in
championing, educating and supporting worthy causes …making a difference in the way we want
to live.

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Alila Circle is a recognition program to benefit members with exclusive privileges at all Alila
managed properties to indulge in meaningful Leisure pursuits and promote preservation of the
living environment and the value of giving.

OUR MISSION
Principle Centric

At Alila, it is our belief that an experience at any of our properties should reflect our core
principles of social and cultural integrity. We create experiences that inspire us to live consciously,
meaningfully and enjoy positive well being.

Responsible Tourism
• We strive to educate our guests through
• engagement in cultural learning experiences
• appreciation without spoiling the beauty of our
• indigenous, natural surroundings
• understanding the local way of life in respect of traditions and customs
• awareness and participation in local community causes

Building a Loyal Guest Community

Enabling promotion and cross exposure of Alila properties to a global community sharing the
same ideals in their travel requirements.

Growing a Market Segment of Repeaters

Enhancing guests comforts and customizing their wants, will give rise to a sense of belonging that
will encourage high levels of repeat business… make their every visit a voyage of discovery,
duplicating their footholds, in the wake of new Alila destinations

THE MEMBERS
Alila Circle members are eminent personalities respected for his/her achievements, lovers of
Luxury travel, style, fashion and culture.

Members are selected from the following spheres:

• Owners &
• Shareholders
• Mavens

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 • Philanthropists
• Environmentalists
• Celebrity / Entertainment Industrialists

Recommendations will be collated from owners/shareholders, AHR hoteliers, PR / Media

consultants, and global client networks.

THE BLACK CARD

The Alila Circle Black Card is dedicated to Alila shareholders and owners of Alila managed
properties, enabling access to Alila hotels and resorts worldwide.

Black Card members have the privilege to elect and host a community development or humanity
program that they are committed to in their respective destinations.

PRIVILEGES IN BLACK

Black Card membership has exclusive advantages …

• A surprisingly different’ arrival experience

• 50% discount on total bill* upon checkout

• Invitations to Alila hotel pre launches

• Invitations to new Alila properties during soft opening periods

• owner rates for purchase of room vouchers for soft opening periods

• Priority Reservation Preferences

CONDITIONS IN BLACK

Black Card Membership has to abide by the following conditions …

• Membership is restricted to owners, shareholders and their immediate family

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 • Membership term will commence once account has been activated online

• Benefits are non transferable and member must be present at checkout and payment

• 50% discount on total bill*, except for gift shop, retail purchases and transfer, is applicable
for a maximum of 5 (five) rooms per stay. All qualifying bills must be under member’s name
only.

MEMBERSHIP CARD TERMS & CONDITIONS

(Both categories of Alila Circle membership will have T&C printed on back of welcome card)

• Membership is by invitation only.

• Membership is valid for 2 years from login activation date.
• Usage of the Alila Circle Card constitutes acceptance of the Card member Terms &
Conditions.
• Alila Circle cards shall remain the property of Alila Hotels and Resorts and Alila reserves
the right to amend terms and conditions governing its usage.
•
ALILA CIRCLE WELCOME PACK
Welcome Pack, The membership welcome pack comprises …
• Presentation box with Membership card
• A 3 fold welcome card with benefits and instructions for online activation

THE CARD

Membership is by invitation only. For activation, reservation and information, please login at
www.alilahotels.com/alilacircle. This Card shall remain the property of Alila Hotels & Resorts and
Alila reserves the right to amend terms and conditions governing its usage.

COMMUNICATIONS ONLINE SUPPORTS

• AHR Website for member activation

• My Alila –members’ online platform
• Customer Relationship Management ( CRM) system
• Contact Database
• Regular email communications

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 CODE 10
DETAILED PROPERTY INFORMATON
Table of contents
1.0 Introduction

1.1 Purpose

1.2 Alila Mission & Vision

1.3 History

2.0 Property

2.1 Location

2.2 Facilities

2.3 Rooms Division

2.3.1 Studio Rooms

2.3.2 SOHO Suites

2.3.3 Leisure Suites

2.3.4 Alila Residence

2.4 Every Rooms/Suites Features

2.5 Room Rates

2.6 Food and beverage Outlets

2.6.1 Tiffin Bar

2.6.2 Tiffin Room

2.6.3 Tiffin Grill

2.6.4 High 5 Bar

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 2.6.5 Lake View Ball Rooms

2.6.6 Meeting Rooms I and II

2.7 Other Facilities

2.7.1 Leisure Concierge

2.7.2 Spa Alila

2.7.3 Gym Alila

2.7.4 Infinity Pool

2.7.5 Medical Services

3.0 Experience Bangalore

4.0 Policies

4.1.1 Extra Bed Policy

4.1.2 Room & Child Policy

4.1.3 Reservation Procedures

4.1.4 Check In & Check Out Time

4.1.5 Cancellation Policy

5.0 Engineering area details and specifications.

1.0 INTRODUCTION
1.1 Purpose
The purpose of the report is to provide sufficient collected information about Alila
Bangalore Hotel & Residence. The information has been organized in an orderly fashion to
provide details for future employees of Alila in Bangalore. The HR team may use the
information in the report to supervise, guide, and advise future employees about the job
and the lifestyle of the hotel.

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 Alila Bangalore Hotel & Residence

100/6, HAL Varthur Main Road

Whitefield

Bangalore-
Bangalore- 560066

Phone
Phone-
one- +91-
+91-28544444

Fax-
Fax- +91-
+91-28544445

Email – Bangalore @alilahotels.com

1.2 The Alila Mission

To deliver complete destination experience

To continuously establish new trends

To Achieve high returns

The Alila Vision

ourselves
We see ourselves as Artisans, crafting enriching destination and lifestyle experiences.

1.3 History
It was quite a few years in the making. It started with three gentlemen – Franky Tjahyadikarta, Okie
Lukita and Mark Edleson – the founders of Alila. In the early 1990’s, these gentlemen were busy on
other projects. As a team they successfully created GHM which today has hotels from Asia to
Africa and America. They conceptualized many of the Aman Resorts in Indonesia. They founded
Mandara Spa in 1996 which today operates over 90 spas worldwide. Alila was born in Jakarta in
2001. The name Alila comes from Sanskrit meaning “Surprise” which suitably describes the
refreshing character of Alila properties and the reaction of our guests upon arrival and throughout
their stay with us.

2.0 PROPERTY
Alila Bangalore Hotel & Residence is designed by award-winning architects Allies and Morrison
consisting of 122 rooms, suites and apartments in a spacious and luxurious style. We are a unique
business lifestyle hotel catering comprehensively to the needs of the discerning business travelers in
an environment of luxurious resort living. Set in a tranquil location within Bangalore’s business

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district, the hotel is distinguished by design innovations and the latest lifestyle trends combined with
tailor made work experiences.

Alila Bangalore is constructed with 101 Studio Rooms, 12 SOHO suites, 07 Leisure Suites and 02
three bedroom apartments. The facilities boast of 03 restaurants Tiffin Bar, Room and Grill and a
High 5 Bar on the 05th floor. The infinity swimming pool on the same level adds to its charm and
the great evening atmosphere. The Hotel also has 03 meeting rooms, called as Lake View Meeting
room seating close to 100 pax, and two small Meeting rooms I and II with a seating capacity of 20
Guests each. Spa by Alila and Gym Alila on the 04th level are the other two recreational facilities at
the hotel.

2.1 Location
Alila Bangalore is located in the beautiful business district of Whitefield. The close proximity to all
major IT companies, shopping malls, Cineplex’s plus the added greenery in the region makes it the
most enterprising and captivating location in Bangalore capturing the spirit and vibrancy of the city.

Distance from Bangalore International Airport-

Airport- 56kms

Distance from Railway Station 18kms

Distance from Whitefield Railway station 5.5kms

Distance from Majestic Bus Stand 18kms

18kms

2.2 FACILITIES
2.3Rooms
2.3Rooms Division
2.3.1 Studio Rooms (32 square meters)

Our well appointed 101 Studio Rooms

will immerse you in the unadulterated
comfort of king size bed with luxurious
bed linens and an exquisite bath
experience. Work at your own desk or
out on your private balcony, stays plugged
with Wi-Fi connection and unwind with

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latest gizmos that these beautiful rooms have to offer.

2.3.2 SOHO Suites ((64

64 square meters)

12 SOHO Suites- Small Office Home

Office at Alila Bangalore is tastefully
designed for the needs of a discerning
business traveller. They include a
separate living area with a meeting
table and Guest bathroom which can
serve as an office or meeting room.

2.3.3 Leisure Suites (64 square meters)

07 Leisure Suites
at Alila Bangalore
has been designed keeping in mind utmost
luxury and comfort. They are wondeful
sanctuaries of space and privacy for couples
featuring a large bedroom and bathroom,
study and balcony with an oversized day
bed giving complete luxury and destination
feeling. They are very well designed to cater
to a busy business traveller travelling with
his spouse and celebrating weekend
getaways.

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 2.3.4
2.3 Residence
.4 Alila Reside nce (480 square meters)

02 Alila Residences add another dimesion

and yet another distinctive feature to the
surroundings at Alila Bangalore. All 03
bedroom apartments are each a true
home away from home for the family
with living room, kitchen, maid’s quarters,
separate library and large balcony.

2.4 Every Room/Suite Features

The facilities of the villas include the following::

 Air conditioning
 Private bathroom
 32” LCD TV with satellite channels
 Personal bar
 Safe Deposit Box
 Bathtub, hairdryer, Yucatta
 Mini bar
 Complimentary Wi-Fi Internet access for all the guests
(Internet being outsourced by BSNL)

 IDD access
 Desk, chair, and a lamp
 IPods on demand
 Complimentary newspapers (international) on request.
 Infinity Pool
 Wellness- Spa Alila, Gym Alila
 Leisure Concierge
 The Library
 Meeting Rooms and Business Centre

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 2.5Room
2.5Room Rate
Rack rates for 2010/2011
Period Room Studio SOHO Leisure Alila
Type Room Suites Suites Residence
Weekday
9750 13650 14950 26000

Weekend
8450 12350 13650 24050

Bar Rates for 2010/2011

Period Room Studio SOHO Leisure Alila
Type Room Suites Suites Residence
Weekday
7500 10500 11500 20000

Weekend
6500 9500 10500 18500

2.6 Food and Beverage Outlets

2.6.1Tiffin
2.6.1Tiffin Bar
Guest will be greeted by a warm and inviting ambience with a mix of Comfortable lounge seating
and dining tables. The atmosphere should be rather informal but yet comfortable enough for guest
to have small discussions with clients or colleagues. The entire lounge will have a mix of seating
with a more formal seating arrangement near the Bar area and a more relaxed arrangement as it
flows towards the outdoor area with cabanas and daybeds.

The Tiffin Bar would be an extension of the Restaurant during breakfast service as well as peak
season times. This area will serve as the dessert, fruits and drinks portion of the breakfast buffet
and during the day will be a place for all day snacks and dessert where freshly baked pastries,
desserts and breads will be served.

At night there should be a collection of 4-5 Signature Martinis that will make the bar famous for it.
The Service bar will also service the main restaurant, Tiffin Room, with drinks and desserts. Food
menu for the Tiffin Bar will be from the Tiffin Room.

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The Lounge will feature a long service bar with interesting displays of homemade sweets, cakes,
muffins, and freshly baked breads. Displayed behind the bar would be freshly made candy, jams,
cookies and other sweets for sale in Tiffin cases. This will be a colorful showcase providing a
cheerful and homely feel that should permeate the entire lounge. The Bar will also feature an
espresso machine to provide guest with barista styled coffee and also an oven to bake off hot
desserts and pastries. Smells from the freshly ground coffee and freshly baked pastries will lure
guest towards the area throughout the day. The menu will include a signature selection of soufflés
that are made right at the counter and served piping hot to guest.

In front of the service bar along the main corridor will be 2 high tables that would double up as a
buffet counter for breakfast service and a seating area for guest during the rest of the day.

Seating will be more formal on the sides of the bar with bench seating for parties of 2 or 4 pax.
On the side nearing the outdoor area should be 3-4 sets of Sofa and lounge chair seats and 2 sets
of longer dining tables for 5-6 pax. In the outdoor area, there will be similar cabanas and day beds
as The Tiffin Room, as well as square 4 seater outdoor tables. There will be approximately 70
indoor seats and 40+ outdoor seats.

There will also be several console tables where coffee table books, magazines and newspaper will
be available for guest to read.

All day menu

• Special Alila blend of coffees

• Extensive selection of teas from around the region
• Comprehensive list of freshly squeezed juices
• Freshly cut fruits
• Selection of soufflés made on the spot
• Freshly baked pastries, breads, cakes and sweets
An array of different types of homemade jams, honey and condiments displayed and for sale.

Beverage

• Simple clean and healthy freshly squeezed juices by using market-fresh produce
• An elaborate selection of regional teas with unique pots
• Special blend of Alila coffee
• Signature 4-5 Martinis
• Water, soda, beers, wine

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All Day Menus

Breads

Tiffin Bar Board with Homemade Dips and spiced Butter

Small Bites and Desserts

Selection of Soufflés

Banana Ricotta Pancakes with honeycomb Butter

French Toast with fresh summer berries, warm chocolate sauce or maple syrup

Buttermilk scones, fresh strawberry jam and clotted cream

Mini steak sandwiches

Cakes and Pastries

Maximum of 2 types of freshly made cake on display, including the following:

Carrot Walnut Cake

Blueberry Maple Tart

Blood Plum Cake

Chocolate Banana Chiffon

Almond Semolina Cake

Chocolate Hazelnut Tart

Flourless Chocolate Earlgrey Cake

Caramel Sea Salt Cheese Cake

Capacity: 60 covers
Dress Codes: Smart Casuals
Timings: 6am to 10am, 11am to 5pm & 5pm to 11pm. High Tea from 3pm to 5pm.

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 2.6.2 Tiffin Room
• Guests will be greeted upon their arrival within the restaurant and shown to a table of their
choice in a casual, yet polite manner in an attempt to make the guest feel immediately at
ease.
• The Team Members will be friendly and accommodating so that there is compatibility
between the human, aesthetic and F&B elements of the restaurant – essentially, the
restaurant needs to evoke a “homely” atmosphere where guests feel as if they are entering
their “second living area”/“second kitchen”; familiarity is paramount.
• With the open-plan concept, guests may wander through the restaurant to casually chat
with the chefs in the open kitchen whilst surveying the fresh produce on display that will
include varieties of spices, fresh produce and ingredients.
• Interactive exchanges can take place not only between guests and service staff, but also
with the kitchen staff.
• This design aspect will not only allow for interaction between the guest and the kitchen
staff, but will also allow guests to observe the kitchen staff in operation.
• All cuisine offerings except during breakfast service will be a-la-carte with active hot kitchen
in full display to guests.
• Both the indoor and outdoor seating areas of the restaurant will provide a welcoming
ambience through the use of color, décor, fabric and design.
• These elements combined will provide a cozy but sophisticated space with a laid-back
atmosphere in which guests will immediately feel at home.
• Seating will be predominantly 2 and 4-seaters for business travelers, however large “family-
style / communal” dining table will also be available.
• Staff uniforms will be clean cut and contemporary but yet chic and cool.
• In order to maintain the homely environment, tables will not be dressed in linens.
• Transmitted to the lounge bar and restaurant area and is modern Asian chill genre.
• The kitchen will be of a closed-plan design allowing. Food will be served via doors by the
side of the buffer counters

Breakfast:

• Special Alila Blend coffee

• Extensive selection of Regional teas with outstanding pots / mise en place
• Comprehensive list of freshly squeezed juices
• Impressive selection of eggs done in 10-15 methods all done ala carte style.
• A la carte main items include items such as ricotta pancakes with summer berries, Dosa
served with a whole range of chutney’s and sambar’s , etc
• Large selection of breads, pastries and jams will be available from Tiffin Bar
• Fresh fruits

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Lunch & Dinner:
• Fresh salads using organic ingredients, herbs, flowers & condiments
• An extensive a la carte listing of traditional Indian fare, thin crust pizzas, pastas, angus steaks,
simply good burgers and sandwiches, fresh salads, etc.
• There will also be a separate menu with vegetarian options in the various cuisines
• The centre piece for each table will be an impressive array of sambar’s and condiments to
enjoy.
• Comprehensive list of freshly squeezed juices.

Beverages:
Beverages:

• Simple clean and healthy freshly squeezed juices by using market-fresh produce
• An elaborate selection of regional teas with unique pots
• Special blend of Alila coffee
• Water, soda, beers, wine

Capacity: 70 covers
covers

Dress Codes: Smart Casuals

Timings: 24hrs;
24hrs; 6am to 10am, 11am to 5pm, 5pm to 11pm and 11pm to 6am.

2.6.3 Tiffin Grill

• The main feature of the terrace will be the outdoor grill station for meats and seafood.
• This grill will only be open during the evenings and will be the place for the best Surf and
Turf, served with a large selection of Dips and sauces on the side. There should also be an
extensive selection of vegetarian options.
• The Tiffin Grill should be an open kitchen and grill with fresh meats and seafood available.
There should be sufficient ventilation and hobs to prevent the smoke to travel into the
hotel building. Shaded access to the grill should also be accessed.
• An elaborate array of fresh seafood, meats and even vegetable will be available which are
prepared and then delivered to your table on individual grills
• Tucked at the back of the property with views out into the lake, this would be the perfect
location for a weekend evening barbeque dinner. The Grill would only be a dinner only
facility serving fresh seafood and meats marinated in regional spices and ingredients done to
perfection on a coal burning barbeque and Teppanyaki hot plate.
• The dinning section of the grill would be within shaded pavilion/s that blends with the
surrounding environment with a mix of landscape and landscape on the perimeters of the
hotel to give guest a sense of resort living.
• Seating need to be relaxed and comfortable under lightly shaded terraces or pavilions.

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 • There should be a mix of tables with several larger tables able to accommodate 6-8 pax.
The total capacity should be approximately 40 pax.

Capacity: 50 covers

Dress Codes: Smart Casuals

Timings: 6:30pm to 10pm.
10pm.

High--5 Bar
2.6.4 High
Taking the concept of beach bars and lounges by the beaches of South Beach Miami. High Five
would be a hip and trendy destination for guest as well as outside guest to have a relax and lounge
after work and dinner.

On Weekdays (Mon-Thu), in the day, High Five will be a place for amazing coffee breaks for the
events centre. In the evening it transforms into a cool bar lounge targeting the after office crowds
serving up good cocktails and Asian Lap-styled tapas. (6.30-9pm). It turns a notch up after 9pm
where good quality alcohol is served (the bar should only have the best alcohol of each genre, i.e.
gin, rum, vodka, etc). There will also be an extensive but affordable list of wine. Going with its
name, themed cocktails can be created for High Five.

On Weekends, this place will have more of a family angle to it with Special themed brunches by
the pool, DJ console set up by the pool and also have a pool menu where finger food and drinks
are served.

The architectural design with its connectivity with the main pool, high ceilings and open to the
outdoors with views of the city on both sides makes High Five the ideal destination to hangout.

The entire Balcony should be decking to give it that connectivity with the pool and outdoors.
Designs for High Five will be kept rather eclectic with a relaxed casual feel with variety of seating
options, soft lighting and textures used. The space should feel like a living room and have a homely
feel to it. The entire space should also be enclosable with folding doors in cases of bad weather.

High Five would be served by a long feature bar running 2 pillars clad in shelves with interesting
display. The bar should be approximately 8-10 meters long with a DJ Counter extending out at the
end.

The space would also be a flexible space that can be used for several functions besides being a
lounge at night. In the mornings, the entire floor could be cleared for Yoga or tai-chi sessions. In
the day, this area would be used as the breakout area for the business events facilities.

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Transmitted to the lounge bar and restaurant area and is modern Asian chill genre.

• Besides being a bar, this will be a South East Asian Tapas bar serving small sharing
portions of dishes selected across the South East Asian palette. This will not be a sit
down restaurant but more of a casual lounge where friends and colleagues sit around
and share a few tapas-sized dishes with a few beers and spend the whole evening.
• These South East Asian tapas-sized dishes will include Thai Salads, Vietnamese spring
rolls, Chinese Dim Sum, Japanese Robotayaki, and other Asian snacks and desserts.
• These Tapas will be served in specially made ceramics and clay plates and styled in an
almost Japanese kaiseki style.
• This will be a breakout area for the events centre during breakfast and tea times, still
serving the same kind of South East Asian fare with coffee tea and other sodas.
• In the day it will also be a service bar for the Pool area with the same Southeast Asian
menu.

Capacity: 60 covers

Dress Codes: Smart Casuals

Timings: 5pm to 11:30pm.

2.6.5 Lake View Ballroom

The lake view ball room at Alila Bangalore Hotel & Residence offers a unique meeting experience.
The meeting room can seat upto maximum of 120 Guests in Theatre style. Plus the ball room will
also offer various other seating arrangements depending on the need and wants of the Guests.

2.6.6. Meeting Room 1& 11

The meeting room at Alila Bangalore I and II offers small meeting spaces for corporate Guests as
well. With a seating capacity of about 20 people in theatre style, the meeting space can also
accommodate Guests in any other different seating options.

2.7 Other Facilities

2.7.1 Leisure Concierge
Alila Leisure concierge is the guests personal in the hotel activity planner who is dedicated to
creating customized guest experiences tailored to the preferences of the individual guest. Providing
unique excursions and creating memories for our valued Guests will be our forte at leisure
Concierge.

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 2.7.2 Spa Alila
Relax and unwind in the spacious spa treatment rooms. Five Spa Experience treatment rooms at
Alila Bangalore are ideal for contemplation. After your treatments relax at the infinity pool sipping a
cocktail of your choice. Relax and revive with a 15min head and shoulder massage or go on a
journey of sorts with our yoga instructors.

We at Spa Alila are committed to providing unique treatments from the heart, blending ancient
Asian healing techniques with age old beauty recipes featuring the curative benefits of fresh, natural
and quality ingredients. Balancing expertise with our intuitive sense of well being and through the
contemporary expression of centuries old therapies, at Spa Alila we create a natural, heartfelt and
surprisingly different experience.

No of Treatment rooms: 5 Spa treatment rooms. Which are 3 Single and 2

Double.

Size of the treatment rooms: Starting from 14 sq. meters to 17 sq. meters. One treatment
room is of 26.42 sq meters.

Spa Retail: TBA

Operating Hours: 8am to 8pm

2.7.3 Gym Alila

Gym Alila will boast of latest machineries and equipments. All products of

2.7.4 Infinity Pool

Infinity Pool at Alila Bangalore is a place to relax and unwind after a hectic day at work.

Capacity of the pool: 90, 000 liters capacity

Size of the pool: Length 21.73 meters, Width 4.520 and depth is 4.225 meters.

2.7.5 Medical Services

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3.0 Experiencing Bangalore
Discovering a destination is all about getting to know its traditions and cuisine, as well as its
environment and the roots of the people and their daily rituals. Being on holiday is all about
celebrating your own choices in living, connecting with people and cultivating your personal
priorities. At Alila, we have carefully combined our destination know-how with the ingredients of a
contemporary lifestyle to make your stay with us a 'surprisingly different' experience

4.0 Policy
4.1.1 Extra Bed Policy:
Extra bed is priced at Rs. 500 Nett and is limited to a maximum of one extra bed per room. Rate
is per night inclusive of taxes. Cots are provided at a cost of Rs. 500 and include baby amenities to
a maximum of one cot per room/suite subject to availability.

4.1.2 Room & Child Policy:

Accommodation is free of charge, inclusive of breakfast for infant or child, as defined above,
when sharing the same room with one parent and using existing bedding (to a maximum of 1
child or 1 infant per room). Should additional bedding be required extra bed rates will apply. An
infant also dines for free, when accompanied by paying adults.

Alila Child policy

Infant : below 4 years of age.
Child : child 4 years to 12 years of age.
Adult : individual 12 years of age and above.

4.1.3 Reservations Procedure:

All reservations have to be submitted to the hotel’s reservation department within 48 hours of
receipt and are subject to availability or allotment agreements. Reservations shall not be binding
until written acceptance and confirmation has been received from the hotel. A change of name will
be considered an amendment in all room categories across the hotel.

Check--In & Check

4.1.4 Check Check--Out Time:
Check in time: 1200 hrs Check out time: 1200 hrs

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 Advance requests for late checkout can only be confirmed prior to arrival by the payment of an
additional night’s accommodation at the contracted rate. Late check outs while on the hotel are
subject to availability on the evening prior to departure, check out extension until 1800 hours is
charged 50% of the existing room rate of the category occupied. Departures from the room after
1800 hours will incur a charge equal to 100% of the existing room rate.

4.1.5 Cancellation
Cancellation Policy
• Bookings will be cancelled in case of non-receipt of deposit or credit card guarantee 14
days prior to arrival date for direct bookings.
• All other bookings would be released in case of non-receipt of guarantee within 48hrs of
the time of arrival.

For all groups, an independent cancellation policy would apply.

5.0 ENGINEERING
The below graphic representation would give you some details about the area and the Engineering
equipments capacities.

Square
Name of the Area Square Meter Feet Remarks
Area of the standard room 26 280

Area of the leisure loft room 51.2 551 Toilet 2.53 sq meter

Area of the business suite room 50.76 546 Toilet 1.75 sq meter

Area of the balcony (1.8x1.6m) 2.88 31

Area of the event room on 5th floor- Seminar Room 123.51 1329

- Meeting Room 55.5 597 x 2 meeting rooms

- Kitchen 45.94 495

- Bar (5th floor) 152.65 1643

Area of the main lobby in ground floor 110.2 1186

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 Area of the staff cafeteria 79.68 858

Area of the pump room in B1 200 2153

Poarch area (drive way) 120 1292

Standard Room( Including Balcony, Toilet) 32 344.46

Loft Room (Including Balcony including Toilet) 64 688.91

Alila Bangalore Engg Equipments Details

(250kva for
2 x 500 kva Apartments)

Transformer capacity 1 x 250 kva 500kva for Hotel

D.G. Capacity 2 x 380kva

Total connected load 1400 Kva

Maximum demand

Kw/Room 3.2 kw

1 lakhs K.cal x 1 no.

1x50000 k.cal for
Hot water boiler capacity 50000 k.cal x 2 nos. Apartment

Water storage tank capacity (Domestic filtered water) 165 KL

Fire storage tank capacity 200

Raw water tank capacity 105

STP - Holding capacity 180 KLD

1.2 mtr 0.8 mtr deep (Shallow

Swimming Pool Capacity 107 KL deep end)

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S/pool water Turn over time 5.5 hrs

S/pool water flow rate 22m3/hr

S/pool filtration velocity 40m3/hr/m2

S/pool floor tile area 1060 sq.ft

Rooms A/C (FCU) capacity 1.65 ton

AHU capacity 4 ton

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 CODE 11
ALL FORMATS
In subsequent pages, there will be all formats that will be used for daily front office operations at
Alila Bangalore Hotel & Residence.

AMENITY REQUEST FORM

AMENITY REQUEST FORM

From Department:
Complimentary/Chargeable:
To Department:

Date Requested for: Time:

OCCASION Kind of Amenity Cost (Rs)
Birthday: Cake:
Anniversary: Flowers:
Honeymoon: Champagne:
Others: Wine:
Specific Bath set up in Suites:
Others:

Given By: Received By: Authorized By:

145
 GUEST COMMENT AND 15 MINUTES REPORT

GUEST COMMENTS & 15 MINUTES REPORT

Room Guest's Action
Date 15 Minutes Reported by Time Recovery Done
No Name Taken

146
 AUTHORIZATION CANCELLATION FORM

Dated:
AUTHORIZATION CANCELLATION REQUEST
To:

From:

Prepared By:

Merchant ID:

_____________________________________________________________________________
_____________________________________________________________________________

Dear Sir,

Please arrange to cancel the authorization for the following pre-authorization.

Card Number Date Approval Code Amount INR Terminal ID

Regards,

Title:
Title: Front Office Manager

Name: Hemal Jain

Signature: _______________________________

147
 CAR RESERVATIONS SHEET
ARRIVALS
No. of No. of Car Dep Car @ Flight Flight Flight Arr Driver's
Room No Name of the Guest From----------To----------- Arrival at AB Car Type Mobile No Remarks Charges Posted/Not Posted By Whom
Pax Car @ place Details From Time Name

DEPARTURES
No. of No. of Car Dep Flight Flight Dep Arrival at Driver's
Room No Name of the Guest From----------To---------- Flight To Car Name Mobile No Remarks Charges Posted/Not Posted By Whom
Pax Car Check Time Details Time Airport Name

LEISURE CONCIERGE ACTIVITIES

No. of No. of Car Dep Driver's
Room No Name of the Guest Type of Activity Car Name Mobile No Remarks Charges Posted/Not Posted By Whom
Pax Car Check Time Name

DETAILS
Name of Mobile
Car Type Car No
the driver No

148
Date 1-Nov 2-Nov 3-Nov 4-Nov 5-Nov 6-Nov 7-Nov

Arrival

Dep

Pax

EOD

Occ%

149
Cash Handover: Date:
From Cashier: Name: To Cashier: Name:
PHYSICAL CASH IN DRAWER …………………………………..
DENOMNATIONS AMOUNT PAIDOUTS AMOUNT
1000 X
500 X
100 X
50 X
20 X
10 X
5X
Coins:

TOTAL (A) TOTAL (B)

IOUS/PETTY CASH (C)

DATE AMOUNT TO REASON

ENCASHMENTS: (D) ………………………………..(FROM)……………………………………………………..TO……………………………………………..

IMPREST: (A+B+C+D)……………………………………………………………………………………………………………………………………………………

KEY HANDOVER RECEIPTS AMOUNT

STAMP HANDOVER
1X
2X
3X
5X
Cash

Total

DUE FROM ACCOUNT:

EXTRA ITEMS

150
 COMPLIMENTARY ACCOMODATION REQUEST
Date:

Guest Names Designation Company Name

Arrival Details Departure Details Room Category No. of Nights Meal Plan

Date Flight Date Flight

Purpose of Stay

 FAM Trip  Site Inspection  Media / Press  Voucher  AHR  Training

 Others (please specify) ------------------------------

Billing Instruction

COMP Chargeable Remarks

Accommodation

Transfers

Meals

Soft Beverages

Alcoholic Beverages

151
 Spa

Leisure Concierge

Laundry

Minibar

Telephones

Comments:

Remarks

Requested by: Approved by:

Name: Name:

Designation: Designation: General

Manager

152
 CREDIT CARD AUTHORIZATION LETTER
Dated:

I hereby agree to be personally liable for the full settlement of charges, as per incurred during the stay of
___________________________at Alila Bangalore Hotel & Residences, India from

Alila Bangalore may charge on my credit card-

card-

All Charges ______________________________

Room Charges only (from _______________________ both days inclusive)

Others please specify: ______________________________________

Visa Card _______________ Master Card _______________

American Express __________ JCB _______________

Card Number:

Expire Date (mm/yr): /

Billing Address: _________________________________________________________

_________________________________________________________

Present Address: _________________________________________________________

153
 _________________________________________________________

Mobile No: _________________________________________________________

Authorized amount:

Authorized amount (in words):

I understand that the records of the charges – in respect of goods/services received availed, submitted by you to
_____________________ Card, will neither bear my signature nor the imprint of my credit/debit card, and I therefore,
undertake to unconditionally honor and pay without my demur contestation, the said charges as and when I am billed
for the same by ___________________ Card.

Signature: _______ __________________________

(Signature as it appears in Credit/Debit Card)

Name: ______________________________________________________________

Room No.: ________________ Clerk Initial: ________________

Date: ________________

** Please find enclosed a clear copy of both sides of my credit card along with this letter **

154
 EVENTS
Updated on

VENUE EVENTS DATE & TIME

Tiffin Bar

Tiffin Room

Tiffin Grill

High-5 Bar

Pool side Lounge

Lakeview Ballroom

Meeting Room I

Meeting Room II

155
 FAX MEMORANDUM

Date: Page 1 of:

To: From:

Location: Location:

Fax Number: Fax Number:

Subject:

Dear Mr. XYZ,

Warm Greetings from Alila Bangalore Hotel & Residence,

Sincerely Yours,
Concierge Host
Alila Bangalore Hotel & Residence
100/6, HAL-
HAL- Varthur
Varthur Main Road,
Whitefield, Bangalore
560066
Tel: +91-
+91-80-
80-28544444
Fax: +91-
+91-80-
80-28544445
Email:
Web: www.alilahotels.com/bangalore

If undelivered please call,

Name: Alila Bangalore Concierge Telephone: +91
+91-80-
80-28544444

156
 FOLLOW UP SHEET
FOLLOW UP SHEET Date:

Department Room No. Guest Name Status Requests Final Status Initial

157
 GROUP MOVEMENT SHEET
Group Movement Sheet Date:

Dinner Dinner Breakfast Luggage pick up Check-out

SL No Group Name T/L Room No. Of Pax Wake-up call Breakfast Venue Special Remarks
Time Venue Time @ time

158
 INCOMING PACKAGE LOG SHEET
INCOMING PACKAGE LOG SHEET
No Date Name of the Guest Room No Description From Time Received by-Host Delivered by-Host Time Signature
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25

159
 INCIDENT REPORT

Dated:
Incident:

Date of Incident:

Date Reported:

Reported to:

Where did the incident occur:

How did the incident

incident happen:

Witness Details:

Injury sustained:

Action taken:
taken

Informed to:

Prepared by:

160
 KEY IN & OUT
Key In & Key Out Date:
Kind of Key Taken By Sign Given By Sign TimeTaken Returned by Sign Received By Sign Time Received Remarks

161
 LEFT LUGGAGE FORM
LEFT LUGGAGE STORAGE FORM
Date Name of the Guest Room No Description of Bags No of Pieces Luggage Tkt Nos. Time Given Received by Signature Time Taken Given By Signature

162
 MESSAGES, FAX, BOXES, VARIOUS DELIVERY LOG
Messages, Fax, Boxes, Various Delivery Logs Date:
Room No Guest Name Kind-Notes Time in From Received By-Host Time Out Delivered by-Host Status Signature

163
 MOBILE IN AND OUT
Mobile In & Out Date:
Mobile Taken By Sign Given By Sign Time Taken Returned by Sign Received By Sign Time Received Remarks

164
 PM ACCOUNT AUTHORIZATION FORM

Dated:

Name of the Guest:

Room No:

Check-
Check-in: Check-
Check-out:

PM Account No:

REASON:

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

Proposed date of removing the room from PM:

Cashier:
Cashier:

Authorized By:

Check-
Check-out shown on: Signature:

165
 ROOM CHANGE SHEET

NAME OF THE GUEST……………………………………………… Date……………

Room number………………….. To Room Number………………….

BED

MINI BAR

CUPBOARD

BED SIDE TABLE

WRITING TABLE

SAFE

SOFA

Safe :

Notes : _______________________________________________________________________

Room Change Done By: _________________ Time : __________________

166
 ROOM DISCREPANCY REPORT
Date: Shift:
No of Room No of Room No of Room No of
Room No: Type Status Type Status Type Status Type Status
Pax No Pax No Pax No Pax
101 LSC 201 LSC 301 LSC 401 SCK
102 SLT 202 SLT 302 SLK 402 SHL
103 SCK 203 SCK 303 SCK 403 SCK
104 SLT 204 SLT 304 SLK 404 SLK
105 SCK 205 SCK 305 SCK 405 SCK
106 SLT 206 SLT 306 SLK 406 SLK
107 SCK 207 SCK 307 SCK 407 SCK
108 SLT 208 SLT 308 SLK 408 SLK
109 SCT 209 SCT 309 SCK 409 SCK
110 SLT 210 SLT 310 SLK 410 SLK
111 SCT 211 SCT 311 SCK 411 SCK
112 SLT 212 SLT 312 SLK 412 SHL
114 SHL 214 SHL 314 SHL 414 SHL
115 SCK 215 SCK 315 SCK 415 SCK
116 SLK 216 SLK 316 SLK 416 SLK
117 SCK 217 SCK 317 SCK 417 SCT
118 SLK 218 SLK 318 SLK 419 SHC
119 SCK 219 SCK 319 SCK 421 SHC
120 SLK 220 SLK 320 SLK 423 LSC
121 SCK 221 SCK 321 SCK 601 ACV
122 SLK 222 SLK 322 SLK 602 ALV
123 SCK 223 SCK 323 SCK
124 SLK 224 SLK 324 SHL
125 SCK 225 SCK 325 SCK
126 SLK 226 SLK 326 SHL
127 SCK 227 SCK 327 SCK
128 SLK 228 SLK 328 SLK
129 SCT 229 SCT 329 SCT
130 SLK 230 SLK 331 SHC
131 SCK 231 SCK 333 SHC
132 SLK 232 SLK 335 LSC
133 SCK 233 SCK
135 SCK 235 SCK
137 SCK 237 SCK
139 LSC 239 LSC

Shift Supervisor: Duty Manager:

167
 ROOM MOVE LOG

Room Move Log Date:

Guest Name From To Reason For Move HK R.Ser Laundry Blocked Moved Initial

168
 ROOM NOT READY LIST

Room Not Ready List Date:

Alila Mobile Alila Mobile Luggage in
Room Time of Housekeeping Time Mobile No. of Room Reception
Guest Name Location Phone Given Phone Returned Room, Yes/No,
Number Arrival Informed @ Given Guest Ready @ Host
out @ @ @

169
 WAKE UP CALL SHEET
WAKE UP CALL SHEET
SL No Date Name of the Guest Room No Wake up Time Reminder Time Tea/Coffee Order Informed to-F&B Host Taken by Given by

Reception Host Signature: Comm. Agent's signature:

F&B Host Signature:

170
 Walk in Log Date:
Guest Name VIP Room Room Service Housekeeping Confirmed By Initial
Name Time Name Time

171
 CHAUFFEUR SERVICE VOUCHER
GUESTS NAME: ROOM NO:

Car Type: Car No: Time out: Time In:

Destination Date out: Date In:
From: To: Kms out: Kms In:
Hourly Rate: Daily Rate: Fuel out: Fuel In:
PAYMENT TYPE Total Kms: Total Fuel:

Total Hrs:
Excess Hrs:
Driver's Name & Signature: Guest's Name & Signature:

Total Amount:

Amount in words:

172
Date: Shift: Time In: Time Out:
AIRPORT MOVEMENT LOG

No of Pcs of Own Car- Hotel Car, Time of dep from Name of the persons
Flight No Flight Arr Time Guest Name Time Guests recd No of Pax
bags Yes/No Yes/No Airport informd at hotel

Airport Representative:

Signature:

Comments:

173
 SAVE RESERVATION INQUIRIES / CORRESPONDENCE FORM

Date:

Guest Details

Salutation:

First Name: Sharer's First Name:

Last Name: Sharer's Last Name:

No of Pax: -Adults Children's names:

- Kids
- Infant Ages:

Contact Details

Contact No: _______________________ Cellular Phone no: ____________________

Email: ____________________________ Calling From: ________________________

Stay Details
Arrival Date: Departure Date: No. of Nights:

Type of room:
• Studio Room Leisure Suites
• Soho Suites Apartment
Total No of Rooms/Apartments:

Extra Bed required:

Purpose of Visit: ___________________________ (should be established and never asked)

Rate Details:
________________________________________________________________________________
_________________________________________________________________________________________

174
Company Details (if any)

Company Name: _________________________ Designation: ____________________________

Guarantee Information:

Cash: ___________________________ Via Bank Transfer ________________________

Credit Card Type: Number _______________________________

Exp Date ______________________________

Special Notes/Remarks:

Materialized: Just an Inquiry: Saved By:

175