IKL Knowledge

First page Table of contents Next page Last page
Support Tools208
IKL Bitesize1
IKL Bitesize1
Bitesize Contents4
Abbreviations5
Top Line IKL Infomation6
Map of Lodges7
BWTEIM8
Guest Sat Super 610
OurHub Log In11
Training Videos12
IKL Uniform14
IKL Facebook15
Check In Service Cycle - Guests16
Entering a Room18
Keys20
Bedroom Cleaning Cycle22
Bathroom Cleaning Cycle24
Eco Lab Room Poster26
IKL Colourd Cloth Guide27
Cleaning Kits28
Laundry, Storage & Laundry Trolleys29
Bins32
Bed Spec33
Tea Tray Spec35
Fully Stocked Bathroom Guide36
Point of Sale37
Lost Property38
Do not Disturb Signs40
Breakfast42
Health & Safety49
Lodge Security50
Accidents and Incidents51
Bed Bugs52
Fire Evacuations54
Norovirus55
Cleaning of Body Spillages56
Untidy Rooms57
Travel Cots58
Manual Handling60
1.03 H & S - Manual Handling Technique60
Cots Check List63
Cots Check List June 1563
Opera Systems64
Opera Reservations Process Manual64
Opera Contents65
Opera General Infomation69
Reservation Support Line69
General Navigation in Opera / The Opera System / Quick Keys71
Logging on to Opera72
Lodge Dashboard73
Changing your Password / Unlocking a Team members password74
Guest Profiles75
Reservations78
Check in Process94
Guest in house process103
Housekeeping Process105
Billing Process107
Close of Business Procedures115
Accounts Receivable Module118
Managing and Reporting119
Module overview for GM's123
Project Mercury125
Introduction to Project Mercury125
Daily Room Checks126
Weekly Tasks128
Monthly Tasks130
3 Montly Tasks132
6 Monthly Tasks133
Yearly Tasks134
IKL Policies & Procedures135
Fire, Health & Safety136
Core Infomation138
Accident & Incident Reporting140
Hotel Specific Due Diligence141
Risk Assessments141
Night Porter / Night Cover Role142
Safety Audits142
Fire Evacuations142
Fire Prodedures for Guests with Disabilities143
Keeping an up to date list of in house guests143
First Aid143
Guest Illness / Medication143
Norovirus143
Death of Hotel Guest144
Fire Alarm Failure145
Electrical Failure145
Boiler Failure146
Water Contamination / Failure146
Telecom / Wi-Fi Failure147
Lift Failure148
Lodge & Room Security149
Lodge Security149
Room Keys / Missing or Lost Keys / Master Keys150
Theft of Guest / Hotel Propery151
Left Luggage Policy / Lost Property151
Armed Robbery153
Do Not Disturb Policy153
Entering a Room to be Serviced154
Entering a room at guests request154
Refused access to guest bedrooms154
Untidy rooms that cant be serviced155
Bed Bugs155
Body Fluid Spillages, Hepatitis B and HIV158
Guest & Team Policies160
Innapropriate room use161
Group Bookings / Acceptable Guest Behabiour / Disruption162
Violence Fighting / Alleged Rape / Domestic Violence / Racial Abuse163
Kidnap / Bomp Threats164
Safety of Laundry Trolleys164
Cot Safety165
Cot Check List166
Pets167
Handyman167
Reservations168
Contents169
Introduction170
Log in Users170
Guest Profiles170
Reservations171
Booking Matrix173
Check In174
Credit Card Procedures175
Third Party Authorisation175
Gift Cards, Vouchers and coupons176
External Accounts/Deptors176
Extra Packages176
Early Departure177
Corrections and Adjustments177
No Shows and Late Cancellations Matrix178
Team Accommodation Procedure and House Use Rooms179
End of Day Procedure179
Daily Reports179
Daily Tasks180
Revenue Accounting180
Document Retention181
Civil Recovery181
Non Compliance181
Team182
Abbreviations182
Vision, Values, Priorites & Benefits185
Who are Innkeeper's Lodge187
What is Innkeeper's Lodge188
Job Description - Room Attendent/House Keeper189
Job Description - Night Porter190
Job Description - Breakfast Host191
Job Description - Check In192
Perfect Innkeepers Lodge Guest Experiance193
Guest Satisfaction questions195
Dashboard & Log In197
NPS198
Online Training199
Training Videos200
IKL Uniform202
Facebook / Social Networking203
Forgotten Items for Guests204
Travel Cots & Cot Bedding205
Family Rooms & Sofa Beds206
Lost Property Procedure207
Check In208
Check In Service Cycle - Guests209
Check In Service Cycle - Opera210
House Keeping211
Bedroom Cleaning Cycle213
Bathroom Cleaning Cycle214
Eco Lab Room Poster215
Eco Lab Task Cards Daily216
IKL Colourd Cloth Guide225
Cleaning Kits226
Organised and Safe Laundry Rooms227
Trolly Check List228
Bins229
Project Mecury230
Mattress Turning Guide231
Bed Spec232
Tea Tray Spec233
Fully Stocked Bathroom Guide234
Point of Sale Guide235
Breakfast236
Breads & Spreads Station237
Beverages & Drinks Station238
Cereal Station239
Quality Breakfast Tips240
Food Codes241
Other242
Map of Lodges244
List of where to order items245
Hotel Order Pad247
How to use Hotel order Pad248
Meeting Rooms/Bookings249
Meeting Rooms/Bookings251
IKL Terms & Conditions252
Hotel Proprietors Act253
Quick guide to Laundry254
Till Systems256
01. Set Up My Arrivals in the Morning255
02. Check In a Pre Booked Guest256
03. Check In a Walk In Guest257
04. Take Payment for a Reservation with a CC Authorisation Form258
05. Refund a Room Charge When the Guest is Present259
06. Refund a Room Charge When the Guest is NOT Present260
07. Process Additional Hotel Charges261
08. Check In a Guest who has a Gift Experience Voucher - IKL Only262

Made with FlippingBook flipbook maker