Room to Relax

Bedside Shopping

ROOM TO RELAX BEDSIDE SHOPPING

IMPLEMENTATION GUIDE
May 2004

IMPORTANT: The name and existence of the Implementation Guide must be treated confidentially. This guide must, therefore, have limited distribution, and should UNDER NO CIRCUMSTANCES be allowed to venture outside the hotel.

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Bedside Shopping

Contents
Page

2 2 2 2 3 5 6 6 7 7 7 8 10 10 11

Introduction Concept Definition Benefits What Is It? Operational Requirements The Implementation Process Key Activities Key Players and Roles Job Description Additional Equipment Required Marketing Collateral Required Internal Communication Time Frame Training implications

This manual contains confidential and proprietary business information and trade secrets and remains the property of InterContinental Hotels Group. This manual may not be reproduced or distributed, in whole or in part, without prior written permission of InterContinental Hotels Group. The recipient of this manual shall maintain the confidentiality of such information and secrets and shall return this manual and any copies to InterContinental Hotels Group upon demand.

2004 InterContinental Hotels Group

Room to Relax

Bedside Shopping

Introduction
CONCEPT
Crowne Plaza is the business hotel that is focused on understanding and executing both the functional and emotional needs of our meeting participants. With this Key we will exceed expectations of all our guests and become the leading facilitator for formal and informal meetings. We plan to provide our participants with what they want, when they want it to the highest standard! Crowne Plaza is The Place to Meet for successful interactions!

DEFINITION
Bedside 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 hotel Additional Business service revenues and guest confidence in Crowne Plaza Hotels. To the guest This provides the guest with peace of mind when travelling and staying at a Crowne Plaza Hotel. Confidence that our hotels will be able to provide 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 or Room Service or any other 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 (see sample picture below) to be made available to guests. Items to include at least the following: Pen Pencils Eraser Paper clips Ruler Scissors Highlighters Post-it notes Stapler

2004 InterContinental Hotels Group

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 room amenities 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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OPERATIONAL REQUIREMENTS

Hotel identifies items to be included in menu of Bedside Shopping

Hotel prepares tent cards and promotes service in guestrooms

Guest calls Front Office or Room Service to order items

Staff process order, deliver items to room within 15 minutes

Guest receives items, signs bill

Hotel to cost items, fix price & input into POS system in Front Office/Room Service

Signed bill to be processed and attached to guest folio

Hotel ensure items are stocked in lockable cabinet to be installed in Front Office or Room Service area

2004 InterContinental Hotels Group

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Bedside Shopping

IMPLEMENTATION PROCESS

KEY ACTIVITIES
Front Office Manager (FOM) or Room Service Manager (RSM) together with the Purchasing 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 is requested for charging purposes. FOM/RSM provides a safe and secure location for items to be stored and set up par stock levels for ordering. FOM/RSM ensures all items are set up in the front office or room service posting system. Housekeeping updates guest compendiums to reflect what is available and the pricing. Front office or Room Service team all trained on what is available, how it will be delivered and how to post the correct item. Required Key is implemented

2004 InterContinental Hotels Group

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Bedside Shopping

KEY PLAYERS AND ROLES Key Staff

General Manager

Key Role
Is the Key Champion and directs all the activities of the key players. To drive the process and make sure implementation is complete. Responsible for new standards of products available, pricing and safety and security of stock. Also responsible for training of staff and setting up charging systems. Responsible for ensuring all guestrooms has updated information about bedside shopping in their compendiums. Source and procure items, coordinate the printing of collateral Establish total cost and preferred selling price for all items Using the artwork provided, to produce in-room tent cards and other collaterals to promote this service. Source and procure items, coordinate the printing of collateral

FOM or RSM

Executive Housekeeper Purchasing Manager Cost Controller Marketing Services Purchasing Manager

JOB DESCRIPTION
Guest Services are responsible for the security, the guest request, and the prompt delivery of the item and the restocking of bedside shopping items. Front office or Room Service are responsible for charges of items to the guest folio

ADDITIONAL EQUIPMENT REQUIRED

Stock items for bedside shopping per the minimum business and personal shopping menu A safe lockable cupboard or area to keep stock

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MARKETING COLLATERALS REQUIRED

The template for the menu of BEDSIDE SHOPPING is a brand standard that must be adopted by all hotels so that we can achieve a consistent look and feel of this KEY. Hotels are allowed to vary the size, content or how the menu will be presented according to their required specifications. 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 Crowne Plaza Style Guides CD.

Dual Language

English

English

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MENU COPY

BUSINESS
We know how long your To Do list can get. Which is why we try our best to help out. Just dial XXXXXX for more stationery, or any other business service you require Items For Sale CDs Floppy Diskettes (3 ) Stamps Batteries (AA) Batteries (AAA) Power Adapter Mobile Phone Charger $X.XX $X.XX $X.XX $X.XX $X.XX Available on loan Available on loan

Stationery Kit We 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.

PERSONAL
For all the small but important things, weve got you covered. Just dial xxxxxx to order the items you require Item 1 Item 2 Item 3 Item 4 Item 5 Item 6 Item 7 Item 8 Item 9 Item 10 $X.XX $X.XX $X.XX $X.XX $X.XX $X.XX $X.XX $X.XX $X.XX $X.XX

2004 InterContinental Hotels Group

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INTERNAL COMMUNICATION
Newsletters, Staff and Developmental Notice Boards, General Meetings, Induction and Make It Happen training

TIME FRAME
ACTIVITY General Manager receives implementation guide from corporate office General Manager ensures FOM or RSM are briefed FOM or RSM decides on stock quantity needed including par stock Purchasing Manager orders and receives stock. Stock is stored by guests services and secured New compendium information is prepared with items and pricing Housekeeping put new I information into compendiums FOM or RSM sets up items for posting in front office system FOM or RSM trains staff and communicates new standards of bedside shopping to hotel staff Implementation begins TIME FRAME Day 1 Day 2 Day 3-5 Day 6-10 Day 11 Day 11 Day 12-14 Day 14 Day 15-20 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 KEY. Regional teams may determine the creative to be used in their region. Hotels to charge for most menu items in accordance to their pricing policies, except for stationery kit which is to be offered on loan to guests on request basis.

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TRAINING IMPLICATIONS
Target Group
Front Office Staff

What they need to know

What is available, what the prices are and how to charge items onto guest folios Stock control and security, What is available and how much the items cost How to identify stock levels, control stock, create staff awareness and how this will be communicated to the hotel That bedside shopping is available, some items and who will be controlling and delivering the items.

Guidelines
RSM to train and advise front office staff of new standards. RSM to train guest services on stock control systems and security of stock GM to brief RSM on strategic direction for new standards to be implemented

Guest Services

Rooms Division Manager

Hotel staff

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

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