Bedside Shopping Guide

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Room to Relax Bedside Shopping

ROOM TO RELAX

BEDSIDE SHOPPING

IMPLEMENTATION GUIDE

May 2004


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ContentsPage

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Introduction

Concept

Definition

Benefits

What Is It?

Operational Requirements

The Implementation Process

Key Activities

Key Players and Roles

Job Description

Additional Equipment RequiredMarketing Collateral Required

Internal Communication

Time Frame

Training implications


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Introduction

CONCEPT

Crowne Plaza is the business hotel that is focused on understandingand executing both the functional and emotional needs of our meetingparticipants.

With this Key we will exceed expectations of all our guests andbecome the leading facilitator for formal and informal meetings. We planto provide our participants with what they want, when they want it tothe highest standard!

Crowne Plaza is The Place to Meet for successful interactions!

DEFINITIONBedside Shopping (Business & Personal) is another service that is

offered to the guest to show how well Crowne Plaza understands the

needs of the Crowne Plaza guest. As an expansion to the Forget

Something service offer, Business & Personal includes business

items in the menu that guest may forget on a typical business trip.

BENEFITS

To the hotelAdditional Business service revenues and guest confidence in CrownePlaza Hotels.

To the guestThis provides the guest with peace of mind when travelling and stayingat a Crowne Plaza Hotel. Confidence that our hotels will be able toprovide the essential and often forgotten items for our guests.


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WHAT IS IT?

As part of the Room Enhancement element of the key Room to Relax,

Business and Personal play an important part by providing guest with

items, both business and personal, that they may have forgotten to

bring. With these items made available to them, our guests will be able

to deliver at an optimum level during their business trip.

This service to be operated by Front Office orRoom Service or anyother department, as determined appropriate by the General Manager.

Suggested requirements in the Business & Personal menu (Hotels

to include additional items based on property needs):

Business

CD Rom Floppy Diskette

Stamps

Batteries (AA, AAA,)

Envelops (different sizes)

Following to be made available to guests on loan basis

Stationery Kit * Power Adapter

Mobile phone charger

* Stationery Kit - comprising of essential items presented in a case (seesample picture below) to be made available to guests. Items to include atleast the following:

Pen Pencils Eraser Paper clips Ruler

Scissors Highlighters Post-it notes Stapler


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Personal

Nail Clipper

Condoms

Sanitary Pads

Tampons

Tooth Paste (branded)

Tooth Brush (branded)

Shaving gel (branded)

Shaver (branded)

Dental Floss Band Aids

Deodorant

Panadol

Disposable Camera

Films 24 / 36 exposure

Note: Hotels that have any item already offered as part of the standard roomamenities need not include into the list. Recommend to have at least EIGHT items

each of personal and business to be included in the Bedside Shopping menu


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Hotelidentifiesitems to beincluded inmenu ofBedside

Shopping

Hotelprepares tentcards andpromotesservice inguestrooms

Guest callsFrontOffice orRoomService toorder items

Staff processorder, deliveritems to roomwithin 15minutes

Guestreceivesitems,signs bill

Hotel to costitems, fixprice & input

into POSsystem inFrontOffice/RoomService

Hotel ensureitems arestocked inlockablecabinet to beinstalled inFront Officeor Room

Service area

Signed bill tobe processedand attachedto guest folio

OPERATIONAL REQUIREMENTS


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IMPLEMENTATION PROCESS

KEY ACTIVITIES

Front Office Manager (FOM) or Room Service Manager (RSM) together with thePurchasing manager to source supplies and order products, purchase order is

completed costs are entered into front office guest supplies file.

FOM/RSM provides an order procedure for guest services to use when an item isrequested for charging purposes.

FOM/RSM provides a safe and secure location for items to be stored and set uppar stock levels for ordering.

FOM/RSM ensures all items are set up in the front office or room service postingsystem.

Housekeeping updates guest compendiums to reflect what is available and thepricing.

Front office or Room Service team all trained on what is available, how it will bedelivered and how to post the correct item.

Required Key is implemented


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KEY PLAYERS AND ROLES

Key Staff Key Role

General Manager Is the Key Champion and directs all the activities of thekey players.

FOM or RSM To drive the process and make sure implementation iscomplete.Responsible for new standards of products available,pricing and safety and security of stock. Also responsiblefor training of staff and setting up charging systems.

Executive Housekeeper Responsible for ensuring all guestrooms has updatedinformation about bedside shopping in their compendiums.

Purchasing Manager Source and procure items, coordinate the printing ofcollateral

Cost Controller Establish total cost and preferred selling price for all items

Marketing Services Using the artwork provided, to produce in-room tent cardsand other collaterals to promote this service.

Purchasing Manager Source and procure items, coordinate the printing ofcollateral

JOB DESCRIPTION

Guest Services are responsible for the security, the guest request,and the prompt delivery of the item and the restocking of bedsideshopping items.

Front office or Room Service are responsible for charges of items tothe guest folio


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MARKETING COLLATERALS REQUIRED

The template for the menu of BEDSIDE SHOPPING is a brandstandard that must be adopted by all hotels so that we can achieve aconsistent look and feel of this KEY. Hotels are allowed to vary the size,content or how the menu will be presented according to their requiredspecifications.

Below are pictures of the menu samples in English & dual language.Most high resolution pictures are available for download on intranet,

while the picture with Man working on bed is available in the CrownePlaza Style Guides CD.

Dual Language English English


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MENU COPY

BUSINESSWe know how long your To Do list can get. Which is why we try our best tohelp out. Just dial XXXXXX for more stationery, or any other business serviceyou require

Items For SaleCDs $X.XX

Floppy Diskettes (3 ) $X.XXStamps $X.XXBatteries (AA) $X.XXBatteries (AAA) $X.XXPower Adapter Available on loanMobile Phone Charger Available on loan

Stationery KitWe have a stationery kit, comprising of essential items such as pen, pencils,

eraser, paper clips, ruler, etc. available for your use. We also have note pads& papers, if you need extra writing materials.

PERSONALFor all the small but important things, weve got you covered. Just dial xxxxxxto order the items you require

Item 1 $X.XXItem 2 $X.XXItem 3 $X.XXItem 4 $X.XXItem 5 $X.XXItem 6 $X.XXItem 7 $X.XXItem 8 $X.XX

Item 9 $X.XXItem 10 $X.XX


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INTERNAL COMMUNICATION

Newsletters, Staff and Developmental Notice Boards, GeneralMeetings, Induction and Make It Happen training

TIME FRAME

ACTIVITY TIME FRAME

General Manager receives implementation guide fromcorporate office

Day 1

General Manager ensures FOM or RSM are briefed Day 2

FOM or RSM decides on stock quantity needed including par

stock

Day 3-5

Purchasing Manager orders and receives stock. Day 6-10

Stock is stored by guests services and secured Day 11

New compendium information is prepared with items andpricing

Day 11

Housekeeping put new I information into compendiums Day 12-14

FOM or RSM sets up items for posting in front office system Day 14

FOM or RSM trains staff and communicates new standards

of bedside shopping to hotel staff

Day 15-20

Implementation begins Day 21

KEY DELIVERABLES

Bedside Shopping to be offered in all guest rooms in hotel.

Bedside Shopping menu items to be offered in accordance to recommended

requirements in this guide. Chargeable items (like toothpaste) must be

branded and of reasonable quality.

The menu design of Bedside Shopping is a brand standard that must be

adopted by all hotels, in order to achieve a consistent look and feel of this


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2004 nterContinental Hotels Group 11

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TRAINING IMPLICATIONS

Target Group What they need to know Guidelines

Front Office Staff What is available, what the prices are andhow to charge items onto guest folios

RSM to train and advise front office staff of newstandards.

Guest Services Stock control and security, What is availableand how much the items cost RSM to train guest services on stock controlsystems and security of stock

Rooms Division Manager How to identify stock levels, control stock,create staff awareness and how this will becommunicated to the hotel

GM to brief RSM on strategic direction for newstandards to be implemented

Hotel staff That bedside shopping is available, someitems and who will be controlling anddelivering the items.

CMD and RSM to communicate and train hotel staffon availability and use of bedside shopping

Documents

Bedside Shopping Guide