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INDEPENDENT BACKPACKINGHOSTEL NETWORK

Property Manager Handbookfor Assured Quality StandardsThis handbook has been designed to cover hostels belonging to any region operating under Independent Hostel Network (IBHN). Adopting this handbook is encouraged at all times.

For support write us at [email protected]

This handbook has been designed to cover hostels belonging to any region operating under Independent Hostel Network (IBHN). Adopting this handbook is encouraged at alltimes.

Backpacker

Panda

Registered Address: Plot# 347, ‘Yadatey’, 3rd Floor, Lane 5, Koregaon Park, S.N. 26/18, Ghorpadi, Pune - 411001 India

Backpacker Panda Holidays Private Limited CIN: U55101PN2015PTC155741

Table of Content1. Welcome 3

Information to be given to the guest at the time of check-in 3 Self-to-do 3 Housekeeping expectation 3 Equal standard of guest treatment 3

2. Comfort 3

Communication 3 Relation Building 3 Cancellation 3

3. Cleanliness 4

Mandatory used linen laundry 4 Housekeeping (janitorial cleaning) 4 Procedure to clean the vomit 4

4. Security 4

Statutory Requirement - India 4 Statutory Requirement - Global 4 Early check-ins 5 Late check-in/check-outs 5 Blacklisting - Situation 5 Intimating IBHN to blacklist any guest 5

5. Privacy 5

How to access Private rooms and Female only dorm 5

6. Facilities 5

Amenities and facilities access to the guest 5 Audit/Secret Visits - Frequency 5 Audit/Secret Visits - Purpose 6

7. Technology Adoption 6

Channel Manager And Property Management System 6

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Welcome

Information to be given to the guest at the time of check-in 1. Inform the guest about the in-house facilities provided by the hostel.2. Intimate the guests of any facilities at the property not being available for a

certain reason (IBHN must be aware of such situations for updating of property facilities).

3. Assist the guest with the wifi password for internet access.4. Give an overview of things guest could do nearby based on the reason for

his/her travel.5. Inform the guest of any rules at the property like being quiet in the rooms at

night to let others sleep in the shared room and use the communal area or not eating food in the shared rooms et cetera.

Self-to-do Encourage the guest to maintain cleanliness at the property by cleaning up after themselves. For example, cleaning their dishes after using them.

Housekeeping expectation 1. Any cleanliness required on an ad-hoc basis at the washroom or kitchen or

otherwise must be taken care of by the property as per the requirement or guest notification.

2. Ask for linen change if the guest is staying for an extended period.

Equal standard of guest treatment All guests must be treated equally irrespective of their nationality, religion, race, belief or gender.

Comfort Communication

1. Ask for the details of the guest politely and confirm his/her reservation from the property management system.

2. Provide all the information (booking, further stay, nearby tourist places, medical, etc.).

3. Communicate to the guest in his/her mother tongue (if possible) or the language comfortable to the guest.

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4. Property manager/receptionist/owner must be calm in worst of the situation with the guest.

Relation Building Encourage the guest to have a conversation with you and others and try to know what are their preferences to do or visit in the city and guide them accordingly.

Cancellation 1. As per the hostel policy, the cancellation should be done in advance as

described by the hostel on their information page prior to the check-in date.2. If the guest cancels his/her booking for a portion of time post-check-in, the

reimbursement will be based on hostel cancellation policy.3. Cancel the booking in the property management system and make necessary

changes to release the beds for further bookings.4. Request guest to inquire about any kind of reimbursement via

[email protected] for any payments that were made online at www.backpackerpanda.com.

Cleanliness Mandatory used linen laundry

1. After every guest checks out, the housekeeping staff should change the bed sheets, pillow covers, quilt covers and used towels (if any) with fresh bed sheets, pillow covers, and quilt covers. Guests should not be using the same linens used by the previous guest.

2. The floor mats need to be checked for cleanliness on daily basis and if dirty, it must be washed.

Housekeeping (Janitorial Cleaning)Morning

1. Clean the communal area, toilets, kitchen area, terrace, and reception area and disposal of garbage.

2. Ensure the water levels of the water tank/s for the properties with manual water level controller.

3. Check the inventory of the toilet paper, garbage bags, housekeeping material check.

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Afternoon 1. Clean the toilet/washroom of each room.2. Put two toilet paper rolls (one in the holder and one as spare) and change the

garbage bags.3. Housekeeping staff should enter in the rooms by knocking the door twice. Wait

for at least 30 seconds after knocking if there is no response.4. Change bed sheets for checked-out beds and clean the rooms.5. Never clean an occupied bed or move the guest belongings even if they are

scattered on the floor. Clean the empty areas only.

Evening 1. Check for the cleanliness of toilet/washrooms (in shared rooms), terrace,

kitchen, and communal areas.2. Restock toilet paper and change garbage bags, if necessary.

Late night Surprise visit and checks by property manager once a week or more.

Procedure to clean the vomit 1. Suit up with rubber gloves (and possibly/any other protective gear you feel is

necessary).2. Spread the baking soda generously over the vomit.3. Mop up the vomit as soon as it looks dry with baking soda.4. If it is bed or pillow or rug, as a second step, make a paste of white vinegar and

baking soda, apply generously over the bed, pillow or rug and leave it for 5-10 mins and vacuum it dry (As good as new and ready to go).

Security Statutory Requirement - India

1. Register maintenance: Separate registers to be maintained for Indian and foreign guests as prescribed by each state.

2. C-Form for non-Indian guests: C-form must be filed either immediately after the guest check-in or twice a day to comply with 24 hours time limit post the check-in. Update each guest's checkout details in C-form when they check-out of the property.

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3. Government ID with photo: Scan copy of government ID which has photo and address (Adhar Card, Voter ID, Passport or driving license). It must be be stored in a secured digital cloud drive (such as google drive) for all guests.

Statutory Requirement - Global Government ID with photo: Scan copy of government ID which has photo and address and update in the drive.

Early check-ins 1. If a prior-booked bed is available, confirm the guest details and assist the guest

for smooth early check-in. Guests appreciate free early check-in.2. If a prior-booked bed is not available, request guest to wait and relax in the

communal area and use the common facilities provided.

Late check-in/check-out Late night check-in Find the guest detail on the ‘occupation table’ and confirm the details in the guest-input-mask and follow the regular protocol for check-in.

Late night check-out 1. Confirm check-out timings from the guest a day before his/her check-out date

and accordingly make a note.2. Generate a valid invoice, and return guest's ID (if held at the reception for

pending payment) post clearance of remaining amount to be paid.3. Ensure the condition of the booked bed and other facilities used by the guest

are in good shape.4. Collect the room and locker key/card if any.5. Verify the articles and laundry services used by the guest and update the

amount accordingly in guest-input-mask.6. Give the invoice and wish them well.

Blacklisting - Situation Misbehavior, misuse of facilities, creating trouble to other guest or being violent at the property may lead to the removal of the guest from the property and subsequent blacklisting.

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Intimating IBHN to blacklist any guest Please email the respective guest's details and the reason for blacklisting to [email protected]. IBHN may call the guest and property for verification and implement the same across all the network hostels to improve the security.

PrivacyHow to access Private rooms and Female only dorm

1. Knock on the door and wait for someone to open the dorm from inside.2. Inform them of the purpose of your visit and request permission to access the

room.

Note: Housekeeping/maintenance personnel should be accompanied by the property manager/receptionist to access private room and female dorm if the room is occupied by the guest.

Facilities Amenities and facilities access to the guest Guests must have complete access to all the facilities and amenities at the property. Property managers/owners are encouraged not to block the facilities or amenities like air conditioner, heater, washing machine et cetera. on intermittent or periodic basis.

Audit/Secret Visits - Frequency Audit/surprise/secret visits will be done from time to time which will encompass complete check of equipment and facility and assured quality standard.

Audit/Secret Visits - Purpose These visits and checks are implemented for ensuring consistent delivery of the assured quality standards.

Technology Adoption Channel Manager And Property Management System The hostel must implement recommended channel manager and/or property management system to derive efficient results and support. These selections are done after robust quality checks and deals favoring IBHN hostels.

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