Our mission is to provide outstanding, quick, and efficient customer service to every guest, every time. We will do this while maintaining extraordinary fourdiamond amenities and guest services. We will efficiently forecast and budget to meet our hotels demands, and accurately manage our revenue streams.
Our front desk department must be ran as flawlessly as possible. Our front desk agents will not only be trained to efficiently process a check-ins and check-outs, but most importantly be trained on the best and friendliest customer service techniques and customer complaint resolution processes. They will also handle any special demands or request that our guests may have and strive to surprise and delight each of our guests with genuine courtesy. We will strive to fill our
400 room full service hotel and convention center and hope to have little trouble attracting business groups and upscale leisure travelers in order to meet our yearly occupancy goal of 94%.
We will strive to treat all of our guests as VIPs and make real attempts to become familiar with our frequents guests by using their name each time we see them and welcoming them back each time they stay. Our excellent Bell Staff will be on hand to provide a seamless check-in experience; from the moment a guest pull up to the hotel, our overall experience will begin. A hotel greeter will open your car door as a bell person takes your luggage to our bell services, and valet parks your car. From there, our outstanding front desk staff will check you in, explain our hotel policies, procedures, and gorgeous amenities, and direct you to our concierge/ guest services desk. Meanwhile, our bell persons will bring your luggage up to your guest room while you explore our hotel amenities and visit guest services. Within fifteen minuets of check-in, you will receive a courtesy call from our PBX staff to assure quality, cleanliness, and satisfaction with your guest room. Management will always be on hand to help with any guest compliments, complaints, or other issues that may arise. We will be the gold standard of excellent guest service.
W Hotels Front Office Department Overview 1

*ALL Staff is Scheduled Based on Occupancy*
Front Office Manager (FOM)- 1: (@50 hrs a week salary) Will assist check-in/ check-out/ PBX/ and concierge/guest services desks during high volume time.
Assistant FOM - 1: - (@50 hrs a week salary) Will also assist on the concierge/guest services desk, check-in/ check-out/ PBX during high volume time, cover for FOM when needed and cover
Supervisors Days off.
Front Desk Supervisors - 2: - (salary @40 hrs a week) 1 AM Supervisor, 1 PM Supervisor. Will be MOD and accept additional responsibilities when both FOM and AFOM are not scheduled and additional assistance is requested.
Front Desk Staff (GSAs) - Staff of 15: Scheduled based on occupancy. 6 Full Time (@40 hrs per week each) & 8 Part Time (@20-30 hrs per week each) GSAs must be flexible and some will be scheduled to assist in PBX, Concierge/Guest services, Hotel Greeter/ Lobby
Attendant. This will benefit both the staff and the hotel.
Night Audit Supervisor - 1: (salary @40 hrs a week) Will be MOD and act as overnight manager.
Night Auditors - 5: 3 Full time (@40 hrs per week each) & 2 Part Time (@20-30 hrs per week each) Keep in mind there will normally be an Audit Supervisor on staff as well. When Audit
Supervisor is not scheduled, there will be a third auditor on shift instead.
In House Reservations Managers - 2: - 1 Full time Salary (@40 hrs per week) 1 Part Time
Hourly (@20 hrs per week) Will be the linking pin between Sales & Front Office as well as review all incoming reservations and will handle all 3rd party bookings and complete daily room blocks for incoming arrivals.
PBX 5: 3 Full time (5 days a week @40 hrs) & 2 Part Time (20-30 hrs per week). PBX will be trained in making reservations if the front desk is busy and guest does not want to be transferred to Central Reservations line. Will conduct all guest courtesy call backs within 15 mins of guest check in.
Concierge/Guest Services Desk 3: 2 Full time (@35 hrs a week) 1 Part time (@28 hrs per week) - Open between the hours of 6:00 A.M. and 10:00 P.M. and close for lunch from 1pm-3pm
(the FD will obviously remain open if assistance is needed) & less on days of low occupancy as the Front Desk will double this having the same information. FOM/AFOM will assistance during high volume times.
Hotel Greeter/ Lobby Attendant - 1 - (Full time @40 hrs hourly) WIll greet guest, be extremely knowledgeable of hotel, it's amenities, and area activities. Will monitor and assist guests with
Kiosk checkins in PM.
W Hotels Front Office Department Overview 2

Valet - Will be outsourced to ABC Company to lower insurance costs and minimize liability.
Bell Captain - 1 - (Salary @50 hrs per week) Will handle all scheduling for Bell Staff and deal with all Valet outsourcing.
Bell Staff - 8: 5 Full time (@40 hrs per week), 4 Part time (@20-30 hrs per week) Our bell services department will have 1 employee on each: 7am-3pm, 3pm-11pm, 11pm-7am and 2-3 employees on each: 6am-11am, 4pm - 9pm.
W Hotels Front Office Department Overview 3

Our PMS system will be a Microsoft Windows based system that will allow us to easily perform any function needed for day to day operations. It will communicate with a central reservation communication center (CRS) to receive reservations made by them, by travel agents, and GDS reservations (Expedia, Travelocity, various 3rd party travel agents). All of these systems will reciprocate to maintain accurate inventories of guest rooms and prices.
Each reservation will have its own "page" in which a guests profile and reservation and be edited and any special guest requests can be added such as "guest wanting a king bed," requesting
"pool view," or "first floor please." There will also be an area in a guests profile where notes can be saved by any hotel staff member with PMS access to leave information on past history or trends about the guest based on any notable things that may need to be known or useful from past reservations. The guest profile will also have a tag to alert our staff when VIP guests are due to arrive to allow our staff to cater to their needs. Guest profiles will give users the ability to change room rates and to take payment for room or room, tax, and incidentals and make adjustments to guests room folios quick and easy. All information on money received or money paid out will be communicated to the accounting department through the system.
Visual representations of room blocks will allow for easy room management. Assigning group rooms will be as easy as locating the reservation and selecting a room from the grid that displays all of the hotel's room numbers in order. There will also be an auto-assign feature to allow for rapid assignments. These features will allow the front office to easily assign group blocks, business blocks, transient guests, as well as the ability to hold rooms for any reason, or put them out of order for maintenance or other needs.
The PMS system will have an extensive reports section where hundreds of predetermined reports can be accessed through the system, including lists of guests who have outstanding charges after checking out, guests who never showed up and have forfeited their reservations, and lists of payments made on credit that have not successfully gone through. In addition to reports with predetermined criteria, there will be extensive customizable criteria which will give users the flexibility of creating specific reports such as "in house, cash guest lists."
Our PMS system will have an excellent hands on training feature which will take new users through each and every part of the system and show them how to use to it's fullest potential.
Training on the system will be online and scheduled for 3-5 days. Once complete, users will earn a completion certificate and then move on to the front desk for 2 additional weeks on hands on training. There will be an easy to use "help" button on each screen and well as a "search" feature to aid users with issues the main encounter.
W Hotels Front Office Department Overview 4

Reservations will be directed to our CRS as much as possible. Our PBX staff and Front Desk staff will both be trained in making reservations. We will have two in house reservations managers to that will act as the linking pin between sales and the front office as well as communicate special requests to appropriate departments when needed. Our CRS system will be directly connected to our PMS to assure accurate inventory counts. Reservation managers will monitor our counts and oversell limits to assure we maximize revenues daily.
Each front office employee will be issued a hotel specific e-mail address for use primarily with hotel staff and guest contacts. All front office employees will be trained on courteous telephone handling as each department will receive phone calls from guests. At the end of each night, once the audit is ran, the night audit supervisor or MOD will send a daily recap email to all staff giving the nights ADR, Occ %, REVPAR, and communicate in detail of any guest complaints, compliments, or other issues that arose and/or dealt with during the date.
Revenue management will be not only be managed through the property management system through automated yield management but also personally with guests through our highly trained front desk staff. Our yield management system will use a Best Available Rate (BAR) strategy by increasing the room rate as the occupancy rate increases to maximize revenue. Our front desk staff will also help with this by "upselling" guests on room rates, packages, and other upgrades that will help our revenue. A bonus system will be implemented to give the the front desk an incentive to "upsell" a walk-in-guest.
W Hotels Front Office Department Overview 5

Front Office Manager
Assistant FOM
Bell Captain
AM FD Supervisor
PM FD Supervisor
Audit Supervisor
Reservations Manager (FT)
Front Desk
Night Audit
PBX
Concierge/Guest Services
Hotel Greeter/Lobby
Attendant
Bell Staff
Reservations Manager (PT)
1
1
1
1
1
1
1
50
50
50
40
40
40
40
$80,000
$65,000
$40,000
$30,000
$30,000
$35,000
$35,000
15
5
5
3
400
170
250
98
$10.00
$11.00
$10.00
$12.00
$208,000.00
$97,240.00
$130,000.00
$61,152.00
1
8
1
40
300
25
$12.00
$7.50
$13.00
$24,960.00
$117,000.00
$16,900.00
W Hotels Front Office Department Overview 6