9.1.07.

Departure Wake-up Call Procedure

Applies to: Supervision Authority Purpose Scope Receptionist Front Office Supervisor Front Office Manager To ensure guests are ready for departure on time. Applies to wake-up calls placed for departing guests and on guest request.

Standard

Guest requests for wake up calls are logged on the wake-up call register. Follow up manual wake-up calls are made for wake-up calls within 5-10 minutes of the set wake-up call time. Wake-up calls ring automatically and say, this is your wake-up call. The system overwrites any previous wake-up calls. The overnight duty operator places wake-up calls for early departures (departures before 9:30). Alerts are placed to call guests one hour before the scheduled departure time from the resort (Up to 90 minutes for group departures).

Procedure 1. Placing wake-up calls o Wake-up calls are encoded to the opera system whenever guest requested Whenever a guest makes a wake-up calls request, it is encoded on the wake-up call register in the opera system Information includes: o o o Room number Name of guest Time requested 2. Wake-up call register o o

3. Calling the guest o o o Each and every wake-up call should be made manually by on duty operator Say, Good morning, Mr/Mrs/Ms. ---, this is your wake up call. Have a wonderful day or evening (wish according to time of the day) For the early morning departures, Say Good morning, Mr/Mrs/Ms. ---, this is your wake-up call. Your breakfast will be served at Sea Breez or Gellery Restaurant from 00:00 onwards. See you at the reception shortly. Occasionally a guest may approach or call reception desk and ask for a wake-up call to be placed. If it is an early departure, inform the guest that a wake-up call will be placed for one hour before departure time. Ask if he / she want it at a different time.

4. Guest requests for wake-up call o o

Say, We always place a wake-up call for early departures, one hour before your time to leave the resort. I see that your departure is at ___, meaning that there will be a wake-up call for you at ___. Would you like your wake-up call to be given at a different time? If a different time is given, encored requested time to Opera wake-up call register and should hand over to night shift staff.

9.1.08. Document Filing Procedure

Applies to: Supervision Authority Purpose Scope Receptionist Front Office Supervisor Front Office Manager To list the files and records maintained in the Reception desk Applies to documents (hard copies) that are filed and maintained by the Front Office Department Documents to be filed are placed on the filing tray. Documents are filed in chronological order within categories. Filing is done only during the overnight shift. Procedure 1. Filing responsibilities o o The receptionist on night duty does filing during the overnight shift. Place documents handled during the day in the filing tray, to be filed during the night shift. Access to files and logs maintain at the reception desk and in the back office are open for all front office employees. Employees from other departments may only view these files with approval from the Supervisor or senior official. Ring out sheets used for informing additional arrivals and departures to departments where arrival and departure lists are sent Arrival list Departure list In-house crew list GIA (Guest Inquiry Attendance) log sheet records of how special guest inquiries are handled Daily occupancy report Reception log book Incoming fax / letters / messages receiving log Day visit voucher Day use voucher Miscellaneous bill book Arrival file

Standard

2. Access to files o o

3. Document files maintained at reception desk o o o o o o

4. Log books maintained at reception desk o o o o o

5. Document files maintained in the back office o

o o o o o

Departure file Complimentary service order Special service order Crew list Day use arrangements Revenue report Tour operator correspondence Incoming fax letters Staff attendance Lost and fond Guest comment Overbooking compensation Outgoing memo letter fax Incidence report

6. Document files maintained in the Managers office o o o o o o o o o

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9.1.09. Complimentary Gifts and Services Procedure

Applies to: Supervision Authority Purpose Scope Receptionist Supervisor Executive Housekeeper To ensure that standard complimentary gifts and services are provided to guests according to prescribed criteria. Applies to additional items and services offered to special guests Special Service Orders (SSO) are issued by the Front Office Department instructing the issue of complimentary items. Standard Complimentary services are determined by the sales contract with operators and agents. Special Service Orders (SSO) are issued by the Front Office Department instructing the issue of complimentary items. Procedure 1. Complimentary gifts o o o o o Complimentary entitlements issued to guests: VIPs fruit basket Honeymooners fruit basket and bottle of wine Repeaters fruit basket and bottle of wine Water Villa residents bottle of champagne, fruit basket replenished every day, invilla breakfast, romantic dinner with bottle of wine (min. 3 days stay), return private transfer, personal butler. A special service order is prepared for every room to be served with a complimentary gift. SSOs are prepared by the late duty staff for the following day and dispatched to the Housekeeping Department, Sea Breeze Cafe and Accounts Department. The hotel identifies Guest special events below. o o Birthdays (free birthday cake) Wedding anniversaries.

2. Special Service Order (SSO) o o

3. Special celebrations o

4. Guest birthdays o o o The receptionist on night duty from the system checks guests whose birthdays fall during their stay. The receptionist on night duty prepares and sends Cake Orders to the Gallery restaurant and Gallery restaurant kitchen Pastry. The waiter normally looking after the guest would inform the guest and present the cake during lunch, dinner or arrange for it to be served in any other outlet according to guest preference.

5. Guest wedding anniversaries

o o

Guests whose wedding anniversaries fall during their stay are identified by the reservation department and stated on the arrival information. Wedding anniversary celebrations include bed decoration by the room attendant and table decorations during a purchased dinner. A special service order is prepared for every room to be served with a complimentary gift. SSOs are prepared by the late duty staff for the following day and dispatched to the Housekeeping Department, Sea Breeze Cafe and Accounts Department. Complimentary gifts are validated automatically based on the gift particulars provided on the arrival list. The Sea Breeze Caf raises bills for the dispatched items. The Front Office Manager signs the bills after verifying with the Arrivals Lists.

6. Special Service Order (SSO) o o

7. Authorization o o o

9.1.10. Voucher Handling Procedure

Applies to: Supervision Authority Purpose Scope Receptionist Front Office Supervisor Front Office Manager To ensure that vouchers are collected from guests and handed to the accounts department. Applies to accommodation vouchers issued by agents and operator who have a contract with Bandos for provision of travel and stay services. Vouchers are documents issued by travel agents or tour operators in lieu of payments collected from guests in advance. The hotel uses the vouchers to obtain payments from the agents and operators. Standard Guest Relation Officers ensure that vouchers are collected from every guest expected to carry a voucher, and compared against the arrival list. Discrepancies are clarified with the reservation department before guests are checked in. In times of undue delay with clarifying discrepancies, guests may be checked in based on the information on the vouchers they carry. Procedure 1. Collecting vouchers o o o Arriving guests may be broadly classified into 3 groups; those on rooming list, with vouchers and FITs. Identify guests from whom vouchers are collected based on their representing agent. Guests from major tour operators do not carry a voucher their bookings are mostly informed through rooming lists. Upon collecting vouchers, enter information to the opera system as well as voucher log book. Check the following information on the voucher against that on the arrival list: o o o o o Room category. No. of nights, length of stay. Meal plan.

2. Entering information o

3. Checking information o

Discrepancies are informed to the reservations department immediately. Reservation department would verify the discrepancy and return back with recommended action to the front office supervisor. Ask guest to wait while discrepancies are clarified. Explain to guests that discrepancies are being clarified. Allow a senior official handle the matter.

4. Informing discrepancies to guest o o o

Whenever necessary, reservation assistants handle the matter by calling the operator or agent.

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9.1.11. House Count Reports Procedure

Applies to: Supervision Authority Purpose Scope Standard Receptionist (on Night Duty) Front Office Supervisor Front Office Manager To inform the number of guests in-house to other departments on a daily basis Applies to the House Count Reports sent to selected departments The night receptionist prepares a manual house count report every night. Major departments are informed daily of the house count status The report is generated from Opera system and verified against physical house. The report is produced on the standard format based on Microsoft Excel. Procedure 1. Preparing house count reports o o The receptionist on night duty is responsible for preparing and checking the reports that are included in the House Count. The Arrival List (Arrivals by Flight Number), produced by the Reservations Department, and Departure List (Departure All) produced by the system are used to verify house count reports. Check entries on house count reports against above lists. All reports except Birthday report are produced after running the night audit, which changes the calendar day of the system. The following reports are included in the House Count Report: Birthday Tomorrow o o Indicates the following days birthdays (to be taken before running the night audit which changes the day) Meal plan report (indicates numbers of guests in categories: Room Only, Bed and Breakfast, Half Board, and Full Board; separated into infants, children and adults) (taken after running the night audit) Indicates guests on complimentary terms Indicates rooms out of order, used for the reparation of key report.

o o

2. House counts reports o o

Guests In-house Meal Plan: o

Guests In-house: Complimentary o Out of Order All: By Room o VIPs by Name Vacant Room Report Arrival Checked In: By Room Number Additional details on the House Count Report:

o o o o

o o o o o

Todays Birthday In-house VVIPs Expected VVIPs today Travel Agents Events (such as excursions, banquets, etc)

3. Departments receiving House Count Reports o The house count reports are sent to the following (heads of) departments / sections: o o o o o o o o o o o Managing Director Executive Director Room Division Director Front Office Manager F&B Director Finance Director Reservations Department Gallery Restaurant Gallery Restaurant Kitchen Housekeeping Anggerik Spa

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9.1.12. Night Receptionist Duty Procedure

Applies to: Supervision Authority Purpose Scope Receptionist Front Office Supervisor Front Office Manager To ensure that a number of selected tasks are accomplished during the night shift Applies to the tasks to be accomplished during the night duty that commences from midnight to 7:30 a.m. The night receptionist also has the added responsibility of being the duty manager of the hotel. The Front Office / Reception being the hub of the hotel, the Receptionist has the overall responsibility of looking after the hotel. Everything that goes on in the resort of concern to the management are referred to the Reception; therefore, the Receptionist has to handle these matters or alert and involve any other employees as deemed necessary Standard Listed tasks are accomplished during the night shift.

Procedure 1. Night duty tasks and responsibilities o o o o o Night shift report (house count/meal plan report, birthdays voucher report, key report) Registration Checking next day departure guest room bills Filing Reporting incidences of the night shift The night shift report comprises the following reports: o o o o o House count report: For details, refer to 9.1.23. House Count Reports Procedure Meal plan report; a part of the house count report. Birthdays report Voucher report: Key report (from Opera and Onity)

2. Night shift report o

3. Birthdays Report o o o o Check the registration cards of the day manually for birthdays falling in during their stay. Prepare Cake Orders for dispatch. After that, produce a report from the Opera system for birthdays of in-house guests for the following day. Tally results with the Cake Order file to ensure that orders have been sent to the Kitchen.

Prepare and send any missed Cake Orders. Prepare a report of the vouchers related to check-ins of the day. The report has the following columns of information: o o o o o o Room number Company (tour operator/travel agent) R/C (room category) MP (meal plan) Pax Remarks (status of voucher)

4. Voucher Report o o

Prepare the report and attach vouchers to the original to be dispatched to the Reservation The key report generate from Opera system identifies vacant and occupied rooms; usually tallies with vacant rooms. The key report generate from Onity identifies Key cards provided to the guests and status of departure room key cards.

5. Key Report o o

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9.1.13. Lost Key Card Procedure

Applies to: Supervision Authority Purpose Scope Receptionist, Guest Relations Officer Front Office Supervisor Front Office Manager To ensure the safety of hotel guests by assuring that there are no unattested key card to guestroom. Applies to the course of action to be taken when a key Card is lost.

Standard

Only one key is issued to a single occupant and two key cards are issued to a double or more occupant. Due to loss or damage of Key cards are issued after verifying guests personal information (minimum three question should be asked).

Procedure 1. Ways in which keys are lost o o o By guest while occupying the room By guest taking along while departing from the hotel. From the reception desk stolen, lost from an employee issued to, etc When guest reports loss of key, enquire their whereabouts and check the places that the guest reports to have visited. Request Housekeeping to open the room for the guest in the meantime. Inform guest about the charge ($35/-) and procedure. The guest relations officer (or person in charge of handling the final step of guest departure) is responsible for checking on guest keys. Employee responsible shall be responsible is charged $33 for the replacement of lock. In a rare instance, keys may be lost from the reception desk. An investigation is carried out to identify person responsible. Person(s) responsible are charged $35 for replacement of lock. Lost key is identified or reported Inform housekeeping to open room for the guest (if room is occupied) Housekeeping informs maintenance to change lock Maintenance issues new lock shell with set of keys and replaces. The old lock shell is disposed by the maintenance.

2. By guest while occupying the room o o o

3. By guest taking along while departing from hotel o o

4. From the reception desk o o o

5. Course of action on a lost key o o o o o

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9.1.14. Lost Luggage Procedure

Applies to: Supervision Authority Purpose Scope Receptionist Front Office Supervisor Front Office Manager To retrieve guest luggage as soon as possible. Applies to luggage lost or damaged on the flight or at the airport. The guest claims luggage lost on the flight before they exit into the arrival hall. Standard Records of lost and damaged luggage are maintained. Retrieved luggage is returned to guest within one hour of its arrival in Bandos. Every conceivable effort is made by employees involved to retrieve guest luggage. Procedure 1. Luggage lost on the flight o o o o o o Lost luggage claims are filled by the guest before they exit. The Airport Representative keeps a copy of the claim form and reports to the resort reception and the travel agent. Make a note of the Reps report in the Reception logbook. Collect the claim form from the guest during check-in, make a copy and return original to guest. Assure guest that the resort will check with the airline daily. Say, we check with the airline daily and as soon as we know about your luggage, we will inform you. If guest luggage is lost at the airport, the Airport Representative reports the matter to the airport security. A form is filled and the same procedure as above is followed. Generally the Airline the guest uses is responsible for damage to luggage on the flight. After the claim is filed, the Airline office investigates and usually makes payment within a couple of days. Payments are made by the airline, often on the day of the guests departure. When lost luggage is retrieved, the matter is informed to the Reception. The Airport Rep collects the luggage using him copy of the claim form, and send the luggage on the next available transfer.

2. Luggage lost after arrival o o

3. Damaged luggage o o o

4. Returning lost luggage o o

When luggage is received, the GRO or receptionist on duty informs the guest and sends luggage with the Porter.

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9.1.15. Non-Guest Accounts Procedure

Applies to: Supervision Authority Purpose Receptionist Front Office Supervisor, Head cashier Front Office Manager PX accounts (open folio checkout) To allow guests use hotel services after officially checking out of their rooms. Also used for guests on complimentary bases, to charge for selected chargeable services. PY accounts (staff rooms) To account the use of hotel services by special visitors, managerial staff and owners family members. PM accounts (permanent master) To account charges for interdepartmental transfers. And master payment of groups and others PF accounts (permanent folio) To enable receiving payments by credit cards to which these accounts have to be opened. Scope Applies to special categories of accounts opened by the Fidelio hotel management software. Fidelio software comes with certain restrictions on the management of accounts, e.g. for every foreigner registered in a room, MalTax (Maldivian Tourism Tax) is automatically charged according to the criteria specified in the regulations. Standard An account is opened for any visitor who checks into the resort. Unregistered guests are entered into the system. Procedure 1. Complimentary guests o o o o Complimentary guests are identified when a complimentary service order (CSO) is received; CSOs are authorized by the GMs office and issued by the Front Office. The CSO identify which services are free and which are chargeable. Chargeable services are charged to a PX account The hotel checkout time is 12:00. After checking out the guests may stay on the resort until their departure. Services they use within this time are charged to a PX account opened for them during checkout. Owners family members, their guests, resort managers, assistant managers and selected Supervisors are allowed the privilege of using hotel services. PY accounts are opened for them so that their charges may be paid up later or deducted from salaries by the cashier. When a guest makes a payment by a credit card, the charge goes into a Permanent Folio (PF) account.

2. Guests staying after checking out o o

3. Senior staff, Owners family o o

4. Permanent folio accounts o

The hotel account uses this folio to realize the revenues from the card provider. In other words, the hotel uses these accounts to distinguish payments due from the card providers to the hotel.

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9.1.16. Outgoing Mail Handling Procedure

Applies to: Supervision Authority Purpose Scope Receptionist Front Office Supervisor Front Office Manager To provide hotel guests the service of sending electronic messages and other items by post Applies to post cards, letters and packages sent through the postal service. Applies to e-mails and facsimiles as electronic messages. Standard Items to be mailed are dispatched at least once daily. Virtual mail services (internet and facsimile) are available during standard working hours Procedure 1. Facsimile o o o o A guest may send a fax at any time as the reception is open round-the clock. Faxes are charged at the same rate as phone calls. Check duration of call from the transmission report and charge accordingly. If guest inquires about charges, say that it is variable depending on the characteristics (color density) of the message. Guest may send use the hotel WiFi Internet to send e-mails anytime, as the reception is open round-the-clock. The cyber caf is open from 08:00 midnight; guests are charged $2 per hour to use the computer stations there. The same charge is applicable for using WiFi on their personal computers. Stamps are available from the shop. A Rf10/- stamp is affixed on a normal postcard. Standard charges apply for letters under 20g in weight. If a guest needs to send an item heavier than 20g such as a small parcel, weigh item and obtain exact amount of stamp value to be fixed from the post office. Call 3320000. Inform guest of the amount of postage stamps, or assist with buying and affixing stamps. Guest mail is packed and sent to the Municipality 30 minutes before departure of the staff ferry. The mail is sent in the co-mail box to Mal Office who would handle sending it to the post office Mail is usually dispatch to the post office daily (working days).

2. E-mail o o

3. Postcards o 4. Letters and packages o o

5. Sending mail o o

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9.1.17. Safe Deposit Box Procedure

Applies to: Supervision Authority Purpose Scope Receptionist Front Office Supervisor Front Office Manager To provide a safe place for keeping valuables in the guestrooms. Applies to the digital combination lock mini safes provided in the guestrooms. Also applies to the safekeeping of guest valuables at the Reception before, between or after guest occupancy. Standard Safe deposit boxes are left open when guests check in. The usage instruction card, in 4 languages, is placed on the safe deposit box. Guest property cannot be kept in the Reception safe while the guest is occupying a guestroom. Guest property stored in the Reception safe is described on the envelope. Envelopes are closed, sealed and signed by the guest, before storage. Procedure 1. Availability o o Safe deposit boxes are available in all guestrooms; it is intended f the safekeeping of moderate valuables such as jewelry and cash. There is no standard arrangement for keeping valuables anywhere else while the guest is occupying a guestroom. When guests walk into the room, safes are left open; the instructions card is placed beside the safe. The user enters a 4-digit number and press the # (lock) key; the work closed will appear. The guest may key-in the 4-digit lock code to open the safe. If the code is forgotten, the Housekeeper (or the Front Office Manager in the Housekeepers absence) overrides the code. Requests to open locked safes are directed to the Housekeeper. Guest valuables may be kept (at no extra charge) in the safe at the Reception; normally this service is required after guest checks out at standard checkout time and waits for departure later in the day. When guest enquires about safekeeping valuables, inform about the service. Say yes, we have a safe here at the reception desk where you could keep small items of valuables. The money or valuables are kept in a sealed envelope, with your signature on the closing flap.

2. Programming the mini safe o o

3. Opening the mini safe o o o

4. Safekeeping guest property at the Reception o

o o

Describe the contents to be kept, together with particulars of the guest, on the envelope. o o o Guest particulars: name, passport number and nationality. Content particulars: item name or short description and approximate value. Cash particulars: Currency and amount.

o o

Ask what time the guest would return to take back the items. Record the matter on the reception logbook, indicate when the guest is expected to return. If guest wants to keep property, move guest aside and prepare envelope. Write guest particulars on top of front of envelope. o o o Guest name Passport number Nationality

5. Preparing envelope for safekeeping o o

o o

Check and write description of contents below guest particulars. Seal envelope and ask guest to sign on the closing flap, so that part of signature is on the body of the envelope.

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9.1.18. Boat Hiring Procedure

Applies to: Supervision Authority Purpose Scope Standard Receptionist Supervisor Front Office Manager To provide the service of leasing private transportation. Applies to the leasing of local vessels. All vessels are available for hire whenever they are not occupied. Staff teams that usually man the vessels are rotated to allow for such availability. Any vessel that is not booked is available for hire. Procedure 1. Availability o Whenever an enquiry is received, check with the launch section for availability of vessels. Standard boat hire rates for selected destinations are available at the Reception desk. Check with the launch section when an enquiry is made by a guest for a vessel or a destination to which the price is not available at the Reception desk. Boat hire prices depend on the size and capacity of vessel, destination / route, time taken. Based on the above, prices are quoted for vessel to destination for a trip within a number of hours; additional time is charged separately by the hour or part thereof. When an enquiry from a guest room is received, inform the basic hire rate, get necessary information, and tell them that you will call back after clarifying availability. Ask questions and clarify details. Typical questions: destination; number of passengers; start time; (waiting time; pick-up time); end time. Say, Im sorry, Ill have to check the price and availability of the boat, for the trip youve enquired about. Let me call you back in about five minutes with that information. When guests enquire at the Reception desk, ask questions and clarify details before calling the Launch Section office for availability. Say, Where would you like to visit? Once availability is confirmed, inform price and mode of payment and note on the logbook.

2. Prices and pricing o o o o

3. Handling a guest enquiry by phone o

o o o

4. Handling a guest enquiry at the Reception desk o o

5. Boat trip reservations o

Mode of payment: Guest may be charged to their room account (folio) or can make payment in cash or by credit card. Call the Launch Section and inform of guest confirmation and the time the guests wish to depart and the time for return trip. Raise bills at the end of the trip. Guest signature is required. If additional time is incurred and the price should increase, inform the guest, and complete bill accordingly.

6. Informing Launch Section o

7. Preparing the bill / payment o o o

9.1.19. Staff Ferry for Guests Use Procedure

Applies to: Supervision Authority Purpose Scope Receptionist Front Office Supervisor Front Office Manager To allow visitors the convenience of using the staff ferry. Applies to the scheduled staff ferry operating 3 times daily between Mal and the resort. A visitor to the hotel may use the staff ferry. In-house guests may only use the ferry in cases of emergency. Standard Employees obtain and carry the permit issued by resort municipality or Mal office to travel on the ferry. Permits are handed to the boat captain or representative of the launch section. Procedure 1. Ferry schedule o The staff ferry operates at the following times from: o o Resort: 07:00, 14:00, 20:00 Mal: 08:00, 15:30, 23:00

2. Permits for visitors o Visitors may purchase ferry permits to come to Bandos (and return) for various purposes. However, prior approval is obtained from the concerned head of department. Permits are available from Mal office and Resort Municipality for a charge of $16.50 per person one-way. In-house guests are not encouraged to use the staff ferry unless on emergencies. Mal excursions, which includes a tour of Mal, are scheduled thrice weekly for hotel guests. Speedboats may be hired to travel to Mal and other destinations. Charges are applicable to destinations and waiting time. Special arrangements may be made for business travelers residing at Bandos, if their requirement for visiting Mal meets with the ferry schedule. Under the arrangement, they may purchase ferry permits to travel between Mal and the Resort. Forward such enquiries to Supervisor

3. Permits for hotel guests o o o o

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9.2.01. Information Meeting Procedure

Applies to: Supervision Authority Purpose Scope Standard Guest Relations Officer Guest Relations Manager Front Office Manager To inform the hotel facilities and services to guests. Applies to the arrival briefing and information meeting held for guests on the day of their arrival. The arrival briefing should not exceed 10 minutes. The information meeting should cover the points outlined. The information meeting should not exceed 45 minutes. Guests are invited to the meeting during check-in. Free drinks (information drink) are offered to guests present at the meeting, before commencement. The information is guided and supported with a visual (powerpoint) presentation that includes pictures, maps and graphics. Procedure 1. The arrival briefing o o The arrival briefing is a short information session conducted during the check-in. Give briefings on basic hotel services at the lobby while guests wait for registration to be completed. These briefings are short. The total session should not exceed 10 minutes. Invite guests to the (detail) information session held in the afternoon. Refer to 9.2.1. Information Meeting Procedure In addition to basic hotel information from the Guest Relations Section; the Spa and Dive School also make their introductions. The information meeting is held between 5:00 7:00 pm in a meeting room. If the group is larger than 50, the meeting is held in the conference hall or the group is split. Information under the following titles are included and the guidelines to giving information are followed: Maldives information o o Location, geography, history, culture, people, economy. Specifications; size, no. of rooms Facilities and services; food and beverage outlets, Paradise club, kids club, babysitting service, medical centre, spa, cyber caf. Activities; diving, water sports, big-game fishing, glass-bottom boat. Bandos Information o o o

o o

2. The information meeting o

3. Contents of the information meeting o o

o o o o o

Excursions; full-day, half-day, night-fishing, kuda-bandos barbecue, dolphin cruise, snorkeling, Mal, kuda bandos picnic. Holiday safety: Dos and Donts

Meal transfers and discounts Weekly entertainment schedule and details Contacts and assistance

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9.2.02. Daily Events Board Procedure

Applies to: Supervision Authority Purpose Scope Standard Guest Relations Officer Guest Relations Manager Front Office Manager To inform guests of the daily activities. Applies to the daily events board located beside the jewelry shop. Information is updated daily at midnight. Guest Relation Officers are responsible for maintaining the board. Procedure 1. Information on the board o o o Excursions Entertainment Special events Remove the tiles on todays section. Move the information tiles of tomorrows section to todays Check if there are any special events to be held on the next day Select and place tiles of the next days events on the tomorrows section of the board.

2. Updating the board o o o o

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9.2.03. Excursions Procedure

Applies to: Supervision Authority Purpose Scope Standard Guest Relations Officer Guest Relations manager Front Office Manager To standardize and provide information and guidelines to conduct the scheduled excursions. Applies to the scheduled excursions. Minimum and maximum number of persons are observed for all excursions. Cancellations, due to insufficient number of travelers, are informed to guests individually at least 6 hours before time of departure. During bad weather, the Launch Section Manager checks the available weather forecasts and decides whether the excursion is held or cancelled. General information (guidelines and dos and donts) is placed on display at the point of reservation; Guest awareness of this information is checked by GRO before departure. Mal excursion guides are at Jetty1 in Mal, 15 minutes before arrival of the boat in Mal. Guest dress code is checked before departure of all excursions to inhabited islands. Wake-up and reminder calls are given to guests, one hour before scheduled departure time. Procedure 1. Minimum / maximum number of people. o o o o Minimum number of persons: 10 pax for all excursions (check exceptions). Maximum number shall be decided depending on the availability of boats on the particular day. Preferably only hotel vessels are used. The minimum number of guests on the Night Fishing and Kuda Bandos Barbecue is 14 pax. Big Game Fishing can only accommodate maximum 4 pax, hence no minimum pax. Excursion reservation sheets are placed on the Excursion Board together with a pen on a holster (except for Romantic Dinner and Glass Bottom Boat). Reservations are closed on the previous day. Remove reservation sheets from the board and compile name lists guests taking part on the excursions. Send lists to concerned departments so that they can make the necessary arrangements Mal Excursion by dhoni Sundays, 9:00 12:30.

2. Booking an excursion o

3. Excursion lists o o o

4. Excursions program o

o o o o o o o o o o o o

Mal Excursion by speedboat Tuesdays, Thursday, 16:00 19:00. Sunset Cruise Fridays, Sundays, 16:30 18:30. Full-day Island Hopping Mondays, Wednesdays, 9:00 17:00. Half-day Island Hopping Saturdays, 9:00 12:30. Night Fishing Mondays, Wednesdays, 18:00 20:00. Snorkeling Tuesdays, Thursdays, 9:00 12:30. Manta Point Snorkeling Excursion (during the manta season; Oct Apr) Kuda Bandos Ferry Daily except weekend and holidays, From Bandos 9:30, 14:30, From Kuda Bandos 12:30, 17:30. Kuda Bandos Barbecue Saturdays, 18:00 22:30. Glass Bottom Boat Ride Daily, every half hour, between 9:30 17:00. (Service suspended during lunch hours) Submarine Dive Tuesdays, 13:45 17:00. Deep Sea Fishing Daily, durations: half-day = 4 hours, Full day = 8 hours. Time is subject to guest preference. Sundays, 9:00 12:30 by dhoni Tuesdays, Thursday, 16:00 19:00 by speedboat. Bookings are closed one hour before scheduled departure time. Check the bookings list with Fidelio to verify guest names, room numbers and age. Keep launch section and guides in Mal about the development of bookings from the beginning of the day. Inform the number of people to Launch Section. Inform the number of people and their nationalities to and the tour guide (Souvenirs). Guests on Mal ferry are expected to arrive at he lobby 15 minutes before departure time. Check guest dress code; and advise any person who does not conform, to change. Give the briefing about Mal Excursion at the lobby; follow briefing guidelines. Check guests on as they board. Verify using room number. Fridays, Sundays, 16:30 18:30. Bookings are closed four hour before scheduled preparations include preparation of drinks from the bar. departure time; advance

5. Mal Excursion o o o o o o o o

o o

6. Sunset Cruise o o o

Inform Sand Bar and Launch Section as reservations are closed; Use The Excursion Service Order. Mondays, Wednesdays, 9:00 17:00; Full-day Saturdays, 9:00 12:30; Half-day

7. Island Hopping o o

Bookings are closed by 21:00 on the eve before scheduled event day; advance preparations for full-day excursion include preparation of food and drinks to carry. Food and dinks are not carried on the half-day excursion. Inform F&B and Launch Section as reservations are closed; Use The Excursion Service Order. Full-day trip visits 2 resorts, 1 inhabited island and Kuda Bandos. Half-day trip visits 1 resort, 1 inhabited island and Kuda Bandos. Mondays, Wednesdays, 18:00 20:00. Bookings are closed 3 hours before departure time. Inform F&B and Launch Section as reservations are closed; Use the Excursion Service Order. Invite guests to enjoy the catch; tell exact time. If there were no catch, the hotel would prepare fish from its own stock, at no extra charge. Fish is grilled and served with rice and salads at Sundowner Bar. All other extras are chargeable. Tuesdays, Thursdays, 9:00 12:30. Bookings are closed 1 hour before departure time. Only held during the manta season; Oct Apr. This excursion takes the guests to the Manta Point: Rasfari Corner near Boduhithi. Bookings are closed at 21:00 on the eve before. Daily except weekends and public holidays, From Bandos 9:30, 14:30, From Kuda Bandos 12:30, 17:30. Open bookings; no min or max number of people. Saturdays, 18:00 22:30. Bookings are closed 4 hours before scheduled departure time. Held to grill the fish caught from night fishing; Fish is served with a full buffet with grilled chicken, beef, pastas, etc. Extra beverages are chargeable. Available daily. Reservations are made at the reception desk. Trips lasting 30 minutes may be taken every half hour, back-to-back, between 9:30 17:00. Services suspended during lunch hour; 12:30 14:00.

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8. Night Fishing o o o o o o

9. Snorkeling Trip o o

10.Manta Point Snorkeling Excursion o o o

11.Kuda Bandos Ferry o o

12.Kuda Bandos Barbecue with Night Fishing o o o o

13.Glass Bottom Boat Ride o o o

Boat can take 3 adults or 2 adults and 2 children. Tuesdays, 13:45 17:00. Guests join the Mal Excursion and transit to a submarine company boat that goes to the platform. Larger groups, exceeding 10 pax, are taken direct to and from the platform on a separate boat. Guests may join Mal Excursion after the dive, at no extra charge. Daily, durations: half-day = 4 hours, Full-day = 8 hours. Time is subject to guest preference. Inform F&B and Launch Section as reservations are closed; Use the Excursion Service Order. Breakfast may be served on board. Soft drinks, beers, water and tea/coffee are served. The fish caught is grilled and served with salad and rice at Sundowners Bar. No catch, no food service. Early wake-up calls are given as relevant. Everyday except weekends and holidays, 17:00 22:00 time subject to guest request. One couple daily. (Kuda Bandos is open for local public on Friday, Saturday and public holidays) Choice of food menus and champagnes (included) are available. Inform F&B, Launch Section and Housekeeping as booking is confirmed; Use the Excursion Service Order. A Waiter and a Cook goes to Kuda Bandos to serve the couple. Excursion Information Sheets Excursion Booking Sheet

14.Submarine Dive o o o o

15.Deep Sea Fishing (big-game fishing) o o o o o

16.Romantic Dinner Kuda Bandos o

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