Department Manual
Front Office Manual V013 1-1-2025
FO KPI 2025
Guest Relation Manual
Emergency Situation Manual
Department Managers Golden Rules - V004 29-03-2024
Daily Checklist FO leader
Manager On Duty Manual
Golden Rules
International Version :
Front Office General Golden Rules V002
Front Office Guest Satisfaction Golden Rules V001
Front Office Financial & E-Commerce Golden Rules V001
Bahasa Version :
Bahasa Version - Front Office - General Golden Rules V002
Bahasa Version - Golden Rules Front Office - Kepuasan Tamu V001
Bahasa Version - Golden Rules Front Office - Keuangan & Ecommerce V001
Policy & Procedure
Things to do to speed up Check-In
Body Language Tips for Frontliners
Handling Complaint
SOP Check In & Service Script
Check Out Procedure
Butler Chat Procedure
Opening & Closing Check List
Reception Cash Float
Receiving Bank Transfer Payment
P&P Injured Guest
Hotel Car Maintenance
Rate Parity
House Music
Prevent Guest Skipper
Handling 'Incognito' Status
Handling Breast Milk
Conducting Shift Briefing
Cash Refund Deposit
Breaktime & Schedule Arrangement
On Queue Procedure
Room Change
Guest’s Payment Method & Settlement
How Staff can Give Feedback after stay in Archipelago Hotels
Hotel Official Whatsapp Business
SOP-ECommerce Help Desk
SOPs Sales, Ecom, Revman & Marketing
SOP Helpdesk - Operations Department
How to Deal with Non-Recommended Guest
Group Arrivals with Standard Set Up Courtesy Desk
Guest Complaint Handling & Service Recovery
P&P Police Searching a Guest Room
SOP on Guest Safety Deposit Box
Early Check-In & Late Check-Out Procedure
Sentec PMS - Close Day Sequence
Sentec Night Audit Checklist
No-Show Guarantee Procedure
Managing Room Operational Status
SOP of Payment Method
Handling Guest Inquiries About Modifying or Cancelling OTA Reservations
Segmentation & Rate Code Implementation 08.2025
Archipelago Music Playlist
Follow-Up Procedure for Guests Not Responding After Check-Out Time
VIP Welcome Note on Guest Room TV Screen
Hotel Vehicle Setup Standard
Dead Guest in Hotel Room
Handling Guest Luggage
Front Office Report
Access Link for Hotel's Front Office Monthly Report
Access Link for Monthly Email Collection Report
FO Forms Template
Additional P&P During Pandemic
FO New Normal V001 4.6.2020
Travel Declaration & Health Assessment Form
FO Team TO DO LIST during Pandemic V001 18-04-2020
P&P UVC Box Covid-19 V001.27.07.2020
FO & Reservation Template Forms and Report
Reservation Form
Action Plan Template
Night Audit & Income Audit Check List
Daily Key Card Inventory
Sample Daily High Balance Report
FOM Handover Checklist (before resignation)
Car Check List Form
Remittance Drop List
Master Key Request Form
Standard Forms
Guest Left Items Standard Letter
Second Effort Activity Log
Designing Frontdesk Counter
FO Guest Complaint Log (Service Quality Tracker)