Rosewood

Hotels&Resorts

MINIMUMOPERATINGGUIDELINES

ROSEWOODMINIMUMOPERATINGGUIDELINES

TABLEOFCONTENTS

INTRODUCTION16

DIRECTIONSFORUSE20

AMENITIES22

FLORIST23

ADMINISTRATION23

PUBLICAREADISPLAYS23

INVOICING24

CHILDREN'SPROGRAMME25

WELCOME25

STAFFAWARENESS25

MinimumOperatingGuidelines

RosewoodHotels&Resorts

1RevisedAugust1,1999

SERVICESAVAILABLE27

CHILDREN'STOYSAVAILABLE27

GUESTROOMSANDFURNISHINGS27

PROPERTYSAFETY29

CHILDPROOFINGOFGUESTROOMS29

CHILDREN'SAMENITIES29

KID'SCLUB31

KIDSCLUBAGELIMITS31

KIDSCLUBWAIVER&RELEASES31

KIDSCLUBDROPOFFANDPICKUP31

QUALIFICATIONOFSTAFF33

PROGRAMMEDACTIVITIES33

KIDSCLUBCLEANLINESS33

SANITATION35

ACTIVITIESEQUIPMENT35

CHILDRENWHOBECOMEILL35

GOVERNMENTSTANDARDSFORPLAYAREA35

MinimumOperatingGuidelines

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2RevisedAugust1,1999

STAFFTOCHILDRATIO36

SPA&FITNESSCENTER37

EMPLOYEEQUALIFICATIONS37

SIGNAGE39

FITNESSCENTERPROGRAMS,IFAPPLICABLE39

EXERCISECLASSROOMS,IFAPPLICABLE39

EQUIPMENTMAINTENANCE41

FREEWEIGHTS41

RACQUETCOURTS,IFAPPLICABLE41

WATER43

TOWELS43

MUSIC&TELEVISION43

GUESTWAIVER43

APPOINTMENTS43

CHARGETICKETS44

MERCHANDISING45

MinimumOperatingGuidelines

RosewoodHotels&Resorts

3RevisedAugust1,1999

DISPLAYINGMERCHANDISE46

TRAFFICFLOW48

LABELED&LOGOITEMS48

PERISHABLEITEMS&FOODPRODUCTS,IFAPPLICABLE48

DATEDPRODUCTS,IFAPPLICABLE48

CLOTHINGALTERATIONS,IFAPPLICABLE48

WORKAREAS&COUNTER49

REFUNDS49

RESTOCKING49

PRODUCTKNOWLEDGE49

DRESSINGAREA,IFAPPLICABLE50

SHOPCLEANLINESS50

SIGNAGE50

FOOD&BEVERAGE-FRONTOFTHEHOUSE51

BREAKFAST,LUNCHEONANDDINNERSERVICE51

PHYSICALSPACE52

MinimumOperatingGuidelines

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4RevisedAugust1,1999

DRINKS52

RESERVATIONS54

WELCOME54

GUESTTABLESIDEGREETING56

REMOVALOFEXTRASETTING56

WATERSERVICE,IFAPPLICABLE56

COCKTAILORDER56

BEVERAGES58

MENUS58

UPSELLING59

SERVICE59

WINE&CHAMPAGNESERVICE61

TABLESIDESERVICE,IFAPPLICABLE62

APPETIZERSERVICE62

ENTREESERVICE64

DESSERTSERVICE64

ABSENCEOFGUESTATTABLE64

MinimumOperatingGuidelines

RosewoodHotels&Resorts

RevisedAugust1,1999

CRUMBTABLE66

FINGERTOWELSORBOWLS66

TABLEMAINTENANCE66

CHINAANDGLASSWAREREMOVAL68

CIGARETTESERVICE,IFAPPLICABLE70

CHECKPRESENTATION70

SEQUENCEOFBREAKFASTSERVICE72

SEQUENCEOFFORMALDINNERSERVICE72

SEQUENCEOFINFORMALLUNCH/DINNERSERVICE75

MANAGEMENTVISIBILITY76

INROOMDINING77

TELEPHONEMANNER77

MENUKNOWLEDGE77

UPSELLING77

ORDERTAKING79

DELIVERYTIMES-SETUPOFTABLEINROOM79

PREPARATION-TRAYSTANDARDS81

MinimumOperatingGuidelines

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6RevisedAugust1,1999

TABLE/TRAYCONDITION83

GUESTINTRODUCTION85

INROOMSERVICE85

DOORKNOBMENUS,IFAPPLICABLE87

FAREWELL88

HOSPITALITYROOMS88

AMENITIES88

CALLBACK&TRAYPICKUPTABLETENT90

PRODUCTSTANDARDS90

PRIVATEDININGOPERATION91

PHYSICALSPACE91

DRINKS91

FOOD92

MEETINGS92

GUESTINTRODUCTION93

DRINKSRECEPTION93

MEALSERVICE93

MinimumOperatingGuidelines

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7RevisedAugust1,1999

BEVERAGES95

FAREWELL95

OPENINGPROCEDURES95

BANQUETROOM95

LINEN&SKIRTING97

SILVERWARE,DISHWARE&GLASSWARE98

SERVICEETIQUETTE98

WINESERVICE100

TABLEMAINTENANCE100

BEVERAGEGUIDELINES102

RECEPTIONS102

BUFFETS104

TEA&WATERSERVICE104

COFFEESERVICE104

BAR105

GUESTWELCOME105

ORDERING105

MinimumOperatingGuidelines

cRosewoodHotels&Resorts

8RevisedAugust1,1999

SERVING105

SERVICEAREAS107

FAREWELL107

MENU107

ORDERING107

BUFFETSERVICE108

SERVICE108

EQUIPMENT108

FLOW&DESIGN110

DISPLAYS&PRESENTATION110

BUFFETMAINTENANCE110

SALADS112

JUICE112

CONDIMENTS112

FRESHFRUITS112

CEREALS114

SOUPS114

MinimumOperatingGuidelines

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9RevisedAugust1,1999

APPETIZERS&SIDEITEMS114

MEATS114

SEAFOOD115

ENTREES115

BREADS115

DESSERTS116

QUALITYCONTROL116

CIGARSERVICE117

CIGARQUALITY118

CIGARSTORAGE/DISPLAY118

CIGARLIGHTING118

ODORCONTROL118

LIGHTINGDEVICES118

IN-ROOMBAR119

FOOD&BEVERAGEPRODUCTSPECIFICATIONS119

MISCELLANEOUSPRODUCTSPECIFICATIONS119

MinimumOperatingGuidelines

.八RosewoodHotels&Resorts

IN-ROOMBARAMENITIES119

IN-ROOMBARSERVICE&RESTOCKING120

FOOD&BEVERAGE-BACKOFTHEHOUSE121

KITCHENAREA121

ENVIRONMENT122

FOODPRODUCTION122

RECEIVEANDSTOREFOOD122

STOCKPREPARATION122

VEGETABLEPREPARATION123

SALADDRESSINGS123

86?DITEMS123

STEWARDING125

APPEARANCE125

MAINTASKS125

CHINAWARE125

SILVERWARE126

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11RevisedAugust1,1999

ROOMSDIVISION127

FRONTOFFICE128

PHYSICALSPACE128

FRONTDESK128

RESERVATIONS130

DAILYADMINISTRATION130

GUESTROOMRESERVATIONS130

GUESTHISTORY132

CONFIRMATIONS132

RECEPTION/CASHIERING133

DAILYADMINISTRATION134

ARRIVINGGUESTS134

ROOMINGGUESTS137

GUESTHISTORY137

CASHIERINGTRANSACTIONS137

DEPARTINGGUESTS138

MinimumOperatingGuidelines

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12RevisedAugust1,1999

TELEPHONE140

INCOMINGCALLS141

DONOTDISTURB141

GUESTMESSAGING141

WAKEUPCALLS143

FACSIMILES145

CALLCHARGES145

EMERGENCYNUMBERS145

HOUSEKEEPING147

DAILYPROCEDURES148

GUESTROOMS148

TURNDOWNSERVICE150

GUESTROOMCONTENTS150

BATHROOMS152

BATHROOMAMENITIES152

TOWELSPROVIDED154

CLOSETCONTENTS154

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13RevisedAugust1,1999

GUESTSERVICEDIRECTORYCONTENTS155

ONDEMANDITEMS157

SHOEPOLISHING158

LAUNDRY159

ADMINISTRATION160

LAUNDRY160

DRYCLEANING161

STAFFLAUNDRY161

CONCIERGE162

FRONTDOORANDDRIVEWAY,WHEREAPPLICABLE163

PARKING,WHEREAPPLICABLE164

LUGGAGESERVICE165

CONCIERGESERVICE165

MAILANDPACKAGES167

TRANSPORTATION167

CARSPROVIDEDWITH167

MinimumOperatingGuidelines

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14RevisedAugust1,1999

BUTLER168

DAILYADMINISTRATION169

ROOMINGARRIVINGGUESTS169

GUESTHISTORY169

ROOMINSPECTIONS169

BUTLERTRAY172

ITEMSONBUTLERTRAY172

SECURITY174

ADMINISTRATION174

GUESTSAFETY174

SALES175

SALESSTANDARDS175

SALESANDMARKETINGSUPPORT176

SALESSTAFF176

MinimumOperatingGuidelines

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15RevisedAugust1,1999

Introduction

Purpose

ThepurposeoftheMinimumOperatingGuidelinesistohelpbuildthe

bridgefromRosewood'sservicephilosophiestoactualservicebehaviorswith

guestsandfellowemployees.

Goal

ThegoaloftheMinimumOperatingGuidelinesistoprovideyouwithguest

criticalstandardsforeachhighguestcontactdepartmenttoestablishkey

performancecriteria,andtobeusedasatooltomeasurehowwellitisbeing

met.

ImportanceandResponsibility

Thesebestpracticesaredesignedtohelpyoufulfillandexceedthe

expectationsofourguestsinallareasofRosewood'soperation.Itis

importantthatdepartmentmanagers,supervisorsandemployeesbecome

familiarwiththestandardsandpracticethemonadailybasis.Itisthe

departmentmanager'sresponsibilitytoensurethatallofthestandardsare

implementedandareconsistentlymet.

MinimumOperatingGuidelines

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17RevisedAugust1,1999

Format

TheMinimumOperatingGuidelinesconsistofthefollowingsections:

AMENITIESROOMSDIVISION

?Children's?Bell/DoorService

Programme?Butler

?Floral?Concierge

?Kid'sClub?Housekeeping,

?MerchandisingincludingTurndown

?SpaOperations&?Laundry

FitnessCenter?Reception/Cashiering

?Reservations

FOOD&?Security

BEVERAGE

?Telephone

MinimumOperatingGuidelines

RosewoodHotels&Resorts

RevisedAugust1,1999

?BarService

?BuffetStandardsSALES

?CigarStandards

?DiningRoom

?In-RoomBar

?Kitchen

?PrivateDining

?RoomService

?Stewarding

MinimumOperatingGuidelines

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19RevisedAugust1,1999

DirectionsforUse

Pleasereviewthefollowinginformationbeforeuseassomeofthestandards

havechanged.

Distribution

Pleasedistributethesetoallrelevantdepartments.Eachdepartmenthead

shouldreviewtheinformationwiththeirstaff.Thesearenotintendedtobe

thevehiclefortrainingstaff,butpleaseensurethateachofthesestandards

areincorporatedintotheon-goingtrainingprocessforallnewandexisting

staff.WearecurrentlydevelopingTrainingGuidesthatcanbeusedin

conjunctionwiththisinformation.WeanticipatethattheseTrainingGuides

willbeavailablein2000.

MinimumOperatingGuidelines

RosewoodHotels&Resorts

20RevisedAugust1,1999

MeasurementofStandards

EachyearallpropertieswillbeauditedbyGAPAnalysis.Thiscompanywill

begiventheseguidelinestouseasthecoreoftheiraudit.

Ifyourpropertycurrentlydoesnothavetheabilityornecessaryequipmentto

meetoneofthestandards,youwillneedtosubmitarequestforanexemption.

TheseexemptionrequestsneedtobesubmittedtoGeoffreyGelardiwhowill

reviewtherequest.ThefinaldeterminationforexemptionstoMinimum

OperatingGuidelineswillcomefromJimBrown.Ifanexemptionis

approved,GAPAnalysiswillbeinformedthatthespecificstandardwillnot

beauditedforyourproperty.Exemptionrequestswillneedtobesubmitted

annuallywithin60daysofreceiptofrevisedMinimumOperatingGuidelines.

Updating

TheMinimumOperatingGuidelineswillbeupdatedannuallybythethird

quarter.Pleasesendanyrecommendationsforimprovementsorrevisionsto

yourRegionalVPnolaterthanJune30eachyear.

MinimumOperatingGuidelines

RosewoodHotels&Resorts

21RevisedAugust1,1999

ROSEWOOD

MINIMUMOPERATINGGUIDELINES

AMENITIES

Toprovideserviceandmerchandise

FLORIST

representingthehotelfsdedicationtoquality

andservice.

ADMINIS?Staffpositive,friendlyandhelpful

TRATION?Stafffollowhotel'sgroominganduniform

standards

?Hoursofoperationmeetguestneeds

PUBLIC?Allfloralarrangementsinpublicareasand

AREAhoteloutletsmaintainedinanimmaculate

DISPLAYconditionandchangedasappropriate

S?Colorschemesandchoiceofflowers/plants

appropriatetothelocalsurroundings

?Potsandothervesselsofusecleanandin

immaculatecondition

?Waterinallarrangementskeptclean

?Freshflowerarrangementprovidesthefocal

pointinentranceorlobbyofhotelandmust

MinimumOperatingGuidelines

RosewoodHotels&Resorts

23RevisedAugust1,1999

besizedappropriatelyforarea/space

INVOICI?Chargesforflowersalesaccuratelyrecorded

NG?Professionalinvoicesissuedforguestpayment

MinimumOperatingGuidelines

RosewoodHotels&Resorts

24RevisedAugust1,1999

Toinspireloyaltyinouryoungergueststhrough

CHILDRENS

services,facilitiesandamenitiesthataredesigned

PROGRAMME

specificallyfortheirenjoyment.

WELCOME?ManagingDirectorwriteswelcomenotetoallchildren

?Namesofchildrenarecommunicatedandusedatevery

opportunity

STAFFAWARENESS?Professionallytrainednanniesandbabysittersare

availablewithintwohoursnotice

?PaediatricianandPoisonControlCentrelistedon

EmergencyContactList

?Housekeepingstaffaskfor,andaccommodate

requestedtimesofservice

?Staffaccessingguestroomsareawareof,andsensitive

tochildrenbeingintheroom

?Servicestaff(particularlyrestaurantservers/bell-staff)

aretrainedonhowtoservechildrenandtheadults

MinimumOperatingGuidelines

RosewoodHotels&Resorts

25RevisedAugust1,1999

accompanyingthem

MinimumOperatingGuidelines

RosewoodHotels&Resorts

26RevisedAugust1,1999

SERVICES?Children'sMenusavailableinRestaurants,In-Room

AVAILABLEDiningandRecreationareas

?Children'sentertainmentprovidedduringmealperiods

onfamilyholidaysi.e.MothersDay

?Commentformsprovidedforchildren

?Children'svideotapesandCDsareavailablefor

childrenofallages

CHILDRENSTOYS?Stuffedanimals

AVAILABLE?Handpuppets(RestaurantsandHousekeeping)

?Balloons

?Puzzles

?Coloringbooksandcrayons,stickers(Restaurantsand

Housekeeping)

?Comics(RestaurantsandHousekeeping)

GUESTROOMS?Allfurnishingsareofhighestqualityandmeetstrictest

ANDFURNISHINGSsafetyrequirements

MinimumOperatingGuidelines

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27RevisedAugust1,1999

/Babycribswithcolorful(pinkandblue)bedlinensand

bumpers

/Elevatedsidesforroll-awaybeds

/Highchairswithsafetystraps(Restaurantand

Housekeeping)

/Boosterchairswithsafetystraps(Restaurantand

Housekeeping)

/Changingtable

/Babybath

/Potty

/Playpenforinfants

/Bottlewarmer

/Bottlesteriliser

/Smallrefrigerator

^Wirelessmonitors

/Carseat

MinimumOperatingGuidelines

RosewoodHotels&Resorts

28RevisedAugust1,1999

PROPERTYSAFETY?Swimmingpoolsandotherhazardousareasare

monitoredforchildsafety

?Disclaimersindicateparentalresponsibilityforchildren

CHILDPROOFING?Hazardousmaterialsremovedfromchild'sreachi.e.

OFGUESTROOMSmatches

?Poisonousmaterialsremovedfromchild'sreachi.e.

Bathroomamenities

?Electricaloutletscovered

?Balconydoorsandwindowslockedorsecuredwith

childprooflatches/keys

?Sharpedgesandcomersprotected

?Artobjectsandaccessoriesremovedfromchild'sreach

?In-roombarlockedorallalcoholicbeveragesremoved

?AccesstoadultTVprogrammingrestricted(broadcast,

cableandin-house)

CHILDRENS?Packofdisposablediapersinthreesizesforeach

MinimumOperatingGuidelines

RosewoodHotels&Resorts

2)RevisedAugust1,1999

AMENITIESgender

?Babywipes

?Babysoap

?Babyshampoo

?Hoodedbabytowel

?Splatmat'tocovercarpetaroundfeedingarea

?Plasticplateandbowl(RestaurantandHousekeeping)

?Plasticforkandspoon(RestaurantandHousekeeping)

?Bibs(RestaurantandHousekeeping)

?Smallbathrobes

MinimumOperatingGuidelines

RosewoodHotels&Resorts

30RevisedAugust1,1999

Toinspireloyaltyinouryoungergueststhrough

KIDSCLUB

services,facilitiesandamenitiesthataredesigned

specificallyfortheirenjoyment.

KIDSCLUBAGE?Agelimitsarepredeterminedandcommunicatedtoall

LIMITSguests