Moxy NYC Downtown’s Post

(SOP) for the Front Office in a luxury hotel: *Check-in Procedure:* 1. *Greet and Welcome:* - Greet guest with a warm smile and personalized welcome. - Offer assistance with luggage and escort to front desk. 2. *Registration:* - Verify guest's identity and registration information. - Assign room and provide key card. 3. *Room Assignment:* - Ensure room is ready and meets guest's preferences. - Offer upgrade options (if available). 4. *Check-in Confirmation:* - Confirm check-in details and provide hotel information. - Offer assistance with dining, spa, or other hotel services. *Example:* Guest arrives at 2:00 PM. Front desk agent greets guest, verifies registration information, and assigns room 204. Agent offers assistance with luggage and escorts guest to room. Agent confirms check-in details and provides hotel information, including dining options and spa hours. *Other Front Office SOPs:* - *Check-out Procedure:* - Verify guest's identity and room number. - Present bill and process payment. - Offer assistance with luggage and transportation. - *Room Key Card Issuance:* - Verify guest's identity and room number. - Issue new key card or replace lost/damaged card. - *Guest Complaint Handling:* - Listen attentively to guest concern. - Apologize and offer solution or compromise. - Document issue and resolution. By following these SOPs, the Front Office team can ensure a seamless, personalized experience for guests, exceeding their expectations and fostering loyalty.

Opportunity

Front office at the beauty salon

Please feel free to message me if you’re interested in any of these & have any questions

This is top of mind since my wife and I are at The Historic Cavalier Hotel & Beach Club for a few days. I worked in luxury hotels for 12 years. It was HARD work. When expectations are incredibly high, it can lead to guests who sometimes act…out of character…to put it nicely. Here are a few things you can do to make the staff’s life easier or make someone’s day: - Arriving early? Call ahead and let the front desk know. - Want a late check out? Ask at check in. - TIP. And tip well. I’m not going to say what most hotel employees make hourly, but it’s not enough to survive on by itself. 20% minimum for food service. $20/day for housekeeping (can be a range here depending on the type of hotel). $5/bag for bellmen. Tipping for front desk, concierge, beach staff, etc has a wider range, but most of these employees are usually hourly as well. - Have a good experience? Leave a review online! Have a bad experience? Speak with someone face to face during the stay. Nobody can fix your issue if you wait to vent until after you leave. Hotels will bend over backwards to do a “service recovery” if you give them the opportunity. - Help your housekeeper along the way and at checkout. I strip the bed at check out and organize all of the dirty towels in one place. I know this is excessive for most, but if you’ve ever worked a full shift helping strip beds and flip rooms, you know how much this helps. If you don’t want to do this, make sure you tip accordingly!

"Understanding Room Credits: Optimizing Housekeeping Workloads for Efficiency and Quality" In the housekeeping department, "Room Credit" is a system used to measure and standardize the workload for housekeepers or room attendants. This system assigns a specific value (or "credit") to each room type or cleaning task, depending on factors such as room size, level of service, and time needed to complete the work. Room credits help ensure fair work distribution among staff, streamline scheduling, and improve overall productivity. How Room Credit Works in Housekeeping Assigning Credits to Rooms: Each room is assigned a specific credit value based on its type and cleaning requirements. For example, a standard room may be assigned 1 credit, while a suite might be worth 2 or 3 credits due to additional square footage, furnishings, or amenities. Calculating Daily Workloads: Housekeepers are assigned a target number of credits to complete per shift. For instance, a housekeeper may have a target of 15 credits per day, which translates to a combination of standard rooms and suites that equals 15 credits. Work Distribution: Supervisors use room credits to allocate tasks evenly among the housekeeping team, ensuring each team member has a manageable and fair workload. Room credits also allow adjustments if one housekeeper finishes early, as they can be reassigned tasks within their credit capacity. Performance and Productivity Tracking: Room credits help track individual and team productivity by quantifying each room attendant's completed credits. The credit system also supports incentive programs, where housekeeping staff may receive bonuses or recognition for exceeding their targets. Quality Control: Supervisors can use room credits to balance workload with quality expectations. The system ensures that housekeepers spend an appropriate amount of time in each room, reducing the risk of rushed cleaning or inconsistent standards. In summary, room credits are a valuable metric in the housekeeping department, helping to standardize workloads, ensure fairness, improve productivity, and maintain cleaning quality throughout the property.

The number of staff needed for housekeeping in a 32-room property depends on various factors, including: 1. Occupancy rate 2. Room type (single, double, suite) 3. Cleaning standards 4. Laundry requirements 5. Shift patterns Here's a general guideline: - For a small property with low occupancy (less than 50%): - 2-3 Housekeeping staff (including 1 supervisor) - For a small property with medium occupancy (50-75%): - 3-4 Housekeeping staff (including 1 supervisor) - For a small property with high occupancy (above 75%): - 4-5 Housekeeping staff (including 1 supervisor) Assuming an average occupancy rate of 60% and a moderate cleaning standard, a 32-room property might require: - 1 Housekeeping Supervisor - 3-4 Room Attendants (cleaning rooms, restocking linens) - 1 Laundry Staff (washing, drying, folding linens) - 1 Houseperson (assisting with cleaning, restocking supplies) Total: 6-7 staff members Keep in mind that this is just an estimate, and actual staffing needs may vary depending on your specific property and operations. Factors like room size, amenities, and guest expectations can influence staffing requirements.