Process Map by Jia Yi

Current Front Office

210144281 — 2023-12-06 06:52:57 UTC

5 Counters

210144281 — 2023-12-06 06:53:25 UTC

3 staff each shift

3 shift per day

Return all the cash back to the cash recycling machine

210144281 — 2023-12-06 06:54:47 UTC

A paper receipt will be printed out

The Paper Receipt

210144281 — 2023-12-06 06:56:02 UTC

This paper receipt cannot be digitalized!

Accounts required the paper copy

Staff will close their counter by printing all the closing shift documents from Opera & POS

210144281 — 2023-12-06 07:06:41 UTC

Opera:

Invoice
Rebates (required signature from both staff who did the rebate and the manager on duty)
Journal report (The history of actions from the staff's Opera account)
Upsell + Registration card with guest signature

POS:

Detailed
Summary
Settlement

Make sure all the transactions tallies

210144281 — 2023-12-06 07:08:18 UTC

Painpoint

2023-12-06 07:08:30 UTC

managers may not be free to check and sign documents

PainPoint

210144281 — 2023-12-06 07:09:15 UTC

This will generate a lot of paper for each staff

Painpoint

210144281 — 2023-12-06 07:11:21 UTC

Each staff will need to spend around 15-30 minutes.

Staff to get manager on duty to check & sign their paper work

210144281 — 2023-12-06 07:12:05 UTC

Staff to submit all the paperwork into a secured box in the back office.

210144281 — 2023-12-06 07:13:18 UTC

Night audit will also be submitted after it has been generated and printed.

Accounts will collect everything the next morning

210144281 — 2023-12-06 07:13:42 UTC

Painpoint

210144281 — 2023-12-06 07:19:45 UTC

There will be a lot of paperwork generated from night audit based on the SOP that we have received.

Revised Process Map

210144281 — 2023-12-06 07:24:47 UTC

5 Counters

210144281 — 2023-12-06 07:26:50 UTC

3 Staff each shift

3 shift per day

Return all the cash back to the cash recycling machine

210144281 — 2023-12-06 07:32:45 UTC

A paper receipt will be printed out

Staff will close their counter by submitting all the closing shift documents onto the updated FIAT 2.0 system & print the receipt from POS then scan it

210144281 — 2023-12-06 07:41:42 UTC

Staff will submit all of the reports onto FIAT 2.0 according to the respective folders.

They will also need to print and scan the paper receipt from the POS machine, then upload the scanned version onto FIAT 2.0 as well. (The paper receipt will still be submitted to Accounts as it is required.)

There will be a drawer system in the back office which all of the FO team's names. They will be able to drop their paper receipts into their own respective folders.

*(In the event FIAT 2.0 is down and it cannot be restored within a short period of time, the paper drawer system will still be used for the staff to drop the closing shift documents, staff will need to print it out)

FIAT will scan the submitted documents and tally it

210144281 — 2023-12-06 07:48:29 UTC

As mentioned, all the paper receipts will be scanned then uploaded to FIAT 2.0

If the documents/amounts do not tally, the staff will not be able to submit it. (FIAT 2.0 will point out the parts which do not tally) Only then they will need to go through their documents and adjust accordingly.

Staff to get the manager on duty's e-signature/approval.

210144281 — 2023-12-06 07:51:48 UTC

Although the manager on duty may not be free, to approve the submission/ provide the e-signature there will be a notification sent to the duty phone, letting the manager know. (FIAT 2.0 will be linked to duty phone)

In the event the manager on duty does not revert back to the staff within 5 minutes, it will be passed on to the next manger which can approve it. (e.g. FOM-->AFOM-->DMs-->Assistant managers)

Submit night audit documents onto FIAT 2.0

210144281 — 2023-12-06 07:53:09 UTC

Accounts will collect the paper receipts the next morning

210144281 — 2023-12-06 07:53:34 UTC

FIAT 2.0

210144281 — 2023-12-06 07:58:49 UTC

All the FO staff will have access to FIAT 2.0 which can only be opened using the hotel's computers

Then the staff will log into FIAT 2.0 via their Opera code and password.

Different positions will have different access to FIAT 2.0

(A associate will only be able to submit his/her own paperwork, a manager will be able to open and edit those under him/her and have further access to a bigger part of the system and submit the documents required.)