Work Flow and QA

  When the cleaners hand over lost property from checked-out guests, follow these steps: 1. Record Details: Write the date and unit on the lost property for future tracking. Keep the lost items in the office ; do not leave them on the reception desk. 2. Contact Guest: Send a message to the guest using the following template: Dear [Guest Name], I hope you enjoyed your stay with us at the Maldives Resort. Our cleaner has discovered that some [items] were left behind in your room. We would like to inquire as to what you would prefer us to do with them. For the time being, we will keep them in our office for three days. If we do not hear back from you by then, we will assume that the items are no longer needed and we will dispose of them accordingly. Thank you for choosing the Maldives Resort as your vacation destination. Best regards, [Staff Name] 3. Guest Response: If the guest doesn't reply in 3 days or indicates they no longer want the item, take appropriate action. If the guest re...

 Troubleshooting: TV/Netflix/Foxtel Issues Tips: Reboot may help: If the TV or other devices encounter an issue you're not too sure about, always try rebooting the devices. Unplug them from the power point, wait for a few seconds, and then re-plug them in. This simple reboot can often resolve various issues.  ----------------------------------------------------------------------------------------------- TV: To watch free-to-air channels, use the TV remote. Select Sources/Input (this may vary on different TV brands). Choose TV or DTV. The Source/Input button on the remote are normally like these: ---------------------------------------------------------------------------------------- Foxtel: To watch Foxtel channels, use the TV remote . Select Sources/Input (this may vary on different TV brands). Choose HDMI or AV . Use the Foxtel remote to select channels. Foxtel Issue Resolution: Ensure the TV is on the correct source and the Foxtel device is turned on. If the on-screen m...

  When managing bookings on the Grid, it's important to consider the three different room types available (Note: Room 203 has a special category, GPVS. This room doesn't have air conditioning. ): GPV (Garden/Pool View Room) OV (Ocean View Room) SOV (Superior Ocean View Room) Bookings should only be moved within the same category.   For example, if the original booking is in an Ocean View room, it can only be moved to another Ocean View room. In most cases, guests appreciate a free room upgrade. Therefore, if a booking needs to be moved to another category, consider moving it to a higher level. For instance, you can move a GPV booking to OV, but avoid downgrading unless the guest explicitly agrees to the change. This ensures a positive guest experience during any necessary room adjustments. Avoiding Overbookings: When moving bookings on dates with very low room availabilities, it is crucial to avoid the risk of overbooking. Prior to making any adjustments, check HiSite to asses...

 Important Note :  Every payment processed through the Eftpos machine must have a corresponding issued receipt in Hirum .  Please follow these steps to ensure accurate records. 1. Accessing the Booking - Guest Account: Open the booking and navigate to the Guest Account section. 2. Adding Payment: Click on " Add Payment " to initiate the payment process. 3. Input Payment Amount : Input the specific amount you intend to collect. Make sure payment method is selected correctly. 4. Process the Payment on Eftpos Machine : - Moto Charge (Steps may differ due to different versions): Press the Function button. Select Transaction. Choose MOTO. Enter the amount. Enter Card number/Expiry/CCV (if provided). Select Telephone order. Confirm the amount and enter. - Payment with Guest in Person with Physical Card : Enter the amount on the Eftpos machine. Ask the guest to present the card and proceed with the payment. 5. Confirmation: Once the Eftpos payment has been processed, press t...

 When we receive a email/website or other inquries want to get a quote, please make an Enquiry booking in Hirum: Send out the email quotation in the system and wait for guest to confirm. Quotation will be send to the guest. Once guest confirmed. Simply find this Enquiry again and untick the inquiry box to make a normal booking. If don't know guest's Surname please put first name. Remember to send confirmation email to the guest.

* Please make sure the room is ready before checking the guests in.  By checking guests in we need to: * Fix the balance if they're hotel collect bookings. * Take a copy of photo ID by quick scanner:  - In order to maintain our guests' privacy, please be aware that it is not mandatory to obtain a photo copy of their ID. Instead, receptionists should use their discretion to verify guest identities by checking their names if they appear genuine. * Hand over the keys and give a bit instructions including: Room number; On which level; Parking number; Parking entry; How to use FOB. *Send guests Wifi details and house rules: * Check guest in Hirum.

 Bookings for the next 7 days need to be checked as a daily task: * Take $200 deposit if payment is collected by hotel: For more details of using Eftpose machine please refer to Taking Payments: Eftpos Machine and Receipt in Hirum - When payment processed successfully , please send guest a notification, preferably via SMS (Messages for web): Hirum can generate an auto email for payment processed notification, please copy the contents to SMS and send to the guest. Select email: Maldives Resort - Payment Processed Copy the email contents to SMS: - When payment failed:  Please add CD (Card Declined) to guest first name for future checking, and leave a note for the reason why card been declined. For booking.com bookings please log into extranet, find the booking and mark Credit card as invalid. (Important) For Histe/direct bookings please send a Payment failed notification to SMS/email. * If guests paid online on booking.com, please add "VCC" (virtual credit card) to the guest fi...

Check emails in Foxmail for bookings and cancellations/modifications: Email folders to monitor include: Hisite - Stay/Cancellations and Modifications/Airbnb Bookings and Changes/Airbnb Reviews. Emails in these folders must be reviewed, actioned, and marked with the "Done" label. mark other emails with the suitable label if needed. * Check new bookings in Histe folder, locate the booking in Hirum make sure it dropped in and mark as done : * Check cancellations and modifications in CNCLs and MODs folder, locate the booking in Hirum, cancel or modify the booking and save. Mark the email as done. Booking.com modifications please log onto extranet, find the booking and check the changes. * Booking.com Inbox Please check on booking.com extranet Inbox. And reply all the messages from guests. Daily Task Reminder: Please ensure to reply to messages from all channels, including Booking.com, Airbnb, Agoda, and work mobile SMS .  * For Booking.com messages, if a reply is not required,...

 To make a new booking ( Phone bookings/Walk ins/Direct bookings apart from Hisite drop-ins) you will need to take  (* mandatory) :  General page: * Guests First and Last Name * Mobile number * Email address * Check In/Out date * Number of Pax. - Check if they will need a sofa bed. Summary page: * Credit card details Mail/Dairy page: Check in time/Sofa bed etc. Notes page: Any notes you would like to leave for the booking, as much more details as better. You should also let the guests know about: Room type Total price Payment date. (Normally 7 days before arrival. Christmas/Peak Period 2 weeks before.) Select booking Agent and related request will be showing on Market/Sauce/Origin: Any guests request like: Sofa bed/Early check in/Late check out, please insert in the Diary: Here is the video to show you how to make a booking in Hirum: Remeber to send out the Confirmation Letter to the guest after booking has been made.

 To communicate with guests regarding late check-in or any other inquiries please use Chrome extension - Messages for Web to send and receive SMS on the computer.   

 For late arrival guests we need to get keys and welcome letter prepared for them. Please make sure the payment has been taken , especially for the new guests or 1 night bookings. On Fridays or Saturdays, for guests staying less than two nights , including two, please process the balance payment before sending the check-in message.  And remember to send statment email to the guest. * Agoda/Airbnb/booking.com virtual doesn't require payment * Return or long term guests please check with the manager if it's OK for the guests wanted to pay on arrival. Here is the procedure to get things ready for the late guests. - Check the room . Make sure the room is ready for the guests. - Print out late arrival letter . Late arrival letter template is located in  \OneDrive\Maldives\Late arrivals with parking details + towels-Accounts-PC.docx. Or you can download from here. You will need to change the Guests name/Room number/Floor level/Parking number , and generate an internet voucher ...

 All the mails go to the mailbox in the basement . Make sure they belong to the residents in the building. You can check the residents details via  \OneDrive\Maldives\Residents & Units Info.xlsx  (Worksheet - Contacts) - If the mail delivered to the wrong person: Cross the address and write ' RTS ' on the envelop and leave it on the reception desk the postman will collect on the next visit. - If the mail belongs to a previous resident and we have their forwarding address: Cross the address and write the forwarding address  on the envelop and leave it on the reception desk the postman will collect on the next visit. The forwarding address list you can find via   \OneDrive\Maldives\Forwarding address list.docx When parcels delivered for a permanent resident who has the access to the mailbox, write a notice and put the notice in the mailbox. Parcels we store on the shelf in the reception corridor. (Pin lock) Notice templates are in the little clear draw...

To generate a Housekeeping report for the cleaner, first log into Hirum and check the Arrival & Departure list by opening the GUESTS window. In Hirum, go to <PRINT REPORTS> - Daily - Housekeeping report - ▶ Select unit range from the top to the bottom. If the range is not correct delete the unit then press <tab> button on the keyboard you will see the room list.  Select the date by DOUBLE CLICK on the date to see the in-built calendar. Or you can input the date manually. Tick on Holiday, Private and Other. (Normally you don't need to change this) Then click on Okay.   You will see the report then press print button to print out the report. Check the return box to find if any rooms have checked out already. Underline the unit number on the report to let the cleaner which rooms are ready for clean. Cross off the rooms have been done by yesterday by checking the report from yesterday. Check service cleaning: Make sure service clean is on the right date. If they we...