voco Oxford Thames

Building colour key

Garden — rooms 100s / 200s

College — rooms 1–12

Brook — rooms 20s / 30s

Sandford — rooms 50s / 60s

Church — rooms 80s

Henley — rooms 40s / 90s

Common Areas — no guest rooms

Facility abbreviations (as on building plan)

BBoiler

C&BConference & Banquets

FFridge

GGas Meter

KKitchen

RReception

SCStationery Cupboard

Facility abbreviations (cont.)

CCellar

EElectric

F&BFood & Beverage

HKHousekeeping

OOffice

SStorage

TToilet

Room card status demo

Vacant Clean (VC)

Occupied (OCC)

Vacant Dirty (VD)

Out of Order (OOO)

Click any room, then set a status — for training use only, not yet connected to a live Opera feed.

Room tile icons

Super King bed

King bed

Can be set up as twin

⇄Interconnecting room

Accessible room

🐾 Dog-friendly room

Building Map

49 rooms + 64 facilities pinned

Pins are positioned by hand from the plan and are approximate. Coloured dot on a pin = live housekeeping status.

First Floor

Same building footprint — first-floor rooms sit above their ground-floor position. Gallery is the first-floor dining/lounge above Cru Bar. Positions are indicative (no first-floor drawing exists).

Second Floor

Same building footprint — only three rooms on the second floor: College 11 & 12 (above 1 & 2) and Sandford 68 (above 51).

Ground floor is the real property plan with every room and facility pinned. First and Second floors are designed schematics (no drawing exists) with wings in their real positions. Click any room for details.

Common Areas

Shared spaces that don't belong to one house — used by guests and staff across the whole property. Grouped the way a new joiner would look for them.

No PMS room numbers

Food & Beverage

River Room Restaurant

Kitchen K

Eights Bar

Cru Bar

Conservatory

Guest & Event Spaces

Courtyard

Little Barn / Hinksey

Oxford Suite (Cowley)

Oxford Suite (Iffley)

Oxford Suite (Headington)

Lobby

Reception R

College Lounge & Entrance

Leisure Club

Swimming Pool

Changing Rooms ×2

Sauna

Spa 1

Spa 2

Spa 3

Spa 4

Plant Room

Back of House

Boiler B

Housekeeping HK (Garden, Lift, Cru Bar, Brook)

HK Yard

Storage S ×2

Office O ×4

Cellar C ×2

Gas Meter G

Electric E ×2

Fridge F ×2

Lift

Toilets T ×4

Maintenance Shed / Training Cottage

Grounds & Landmarks

Thames River

Barge

Gazebo

Tennis Courts

Walled Garden

Littlemore Brook

Gravel / Temporary Parking

Field

Exit to Main Road

Procedures

Step-by-step guide to the front desk basics. Tap a section to open it.

Front Desk guide

New here? Work top to bottom. If anything ever looks unfamiliar in Opera, ask a supervisor before charging or checking a guest out — it's always OK to double-check.

Check-in

1Find the booking: Front Desk → Arrivals.

2Ask the guest to register their car, and add the parking fixed charge if it isn't already included (check the rate info).

3Find the registration card and ask them to fill it in.

4Recognise all IHG members. For Platinum/Diamond: offer a drink or points (or breakfast for Diamond) and let them know about their upgrade.

5Ask if they've stayed with us before. If they're new, show them where everything is.

6Offer a dinner booking. Mention Honeycomb.

7Hand over keys, give room directions, and offer luggage assistance.

8Give the guest your name.

Payment setup shorthand (till routing)

Own account — open tabcp · 2 · 50

Own account — no tabcc · 5 · 0 — take deposit for full stay + fixed charges, click "no post"

PK to cc/company — open tabcp · 5 · 50/night

PK to cc/company — no tabcc · 5 · 0 — take deposit for parking or any fixed charges

This is the till/payment routing shorthand from the desk sheet — check with your supervisor if you're unsure which one applies.

Check-out (Cashiering → Billing)

1Ask the room number and confirm the name.

2Ask how the stay was.

3Find the bill, ask them to sign, and ask if they'd like it left on the same card.

4If yes, charge that card. If no, charge 9999 for cards or 9000 for cash.

5Ask if they'd like a copy of the invoice (unless it's 3rd party, e.g. BB to CC) — email or paper.

6If the guest is happy, give them a review card.

Booking checks (behind the scenes)

Mark all member statuses on the booking (especially Silver and Diamond).

Action all special requests in Opera — add traces, comments and alerts.

Make sure the payment method is written in comments.

Ensure any 3rd-party payments are set up and routed correctly.

Ensure prepaid rooms have actually had payment taken.

Make sure all twin requests have a twin trace on the correct date.

Any rooms with kids booked in should be family rooms.

Dogs: use rooms with a patio in College, Sandford, Church or Garden — and add the fixed charge.

Print all special occasion cards, plus at least 5 random welcome cards.

Room assignment

Check room types available (Ctrl + F2) and don't oversell any day.

Upgrade Platinum and Diamond members and send upgrade emails.

Assign long stays (3+ nights) to nicer rooms.

Assign women travelling alone to a high floor.

Assign the rest — all rooms should be assigned.

Don't use last-let rooms; if sold out, give them to lone travellers for one night.

Reports

Early Shift

Credit Limit Report

Late Shift

IHG Detailed Arrivals Report — for IHG member details and request updates.

Arrivals Report — from Opera.

Departures Report — verify routing.

Downtime Reports — at 10pm (no need to print; make sure all reports are moved to the Outlook Downtime folder).

Reception Re-stock List

Both tills should always have

Pens

Luggage tags

Scrap paper

Yellow "See you later" cards

Digital concierge

Notepads / sticky notes

Key wallets / keys

3 extra receipt rolls

Welcome vouchers (drink, breakfast)

2 packs of paper

Stationery kept at the front

Staples

Elastics

White cards for points

Business cards

Taxi business cards

Paper clips

Batteries (AA / AAA)

Correction roller

Extras

Several of each item sold in the store

Shaving kit

Dental kits

Nail file

Ear plugs / eye mask

Shower cap

Hygienic products

Duck food

Sewing kit

Combs

Min. 20 copies of printed information

Napier's menu, fixed menu

Room service menu

Welcome letter in different languages

Restaurant recommendations

Hotel map

Thames Path

Passports for kids

Aculife brochure

Oxford map

Welcome letters to PM (blue)

Extra key wallets / keys

Postcards on display

Postcards in black folder

Also keep stocked

Coffee, tea, biscuits, chocolates, etc.

Room Type Codes

OSTN1 Queen Bed — Standard

TSTN2 Twin Beds — Standard

KWTN2 Single Beds — Standard, Accessible (Walk-In)

OFTN1 King Bed — Standard, with Patio / Balcony

KLON1 King Bed — Premium, Courtyard View

KWRN1 King Bed — Premium, Accessible (Roll-In)

KOTN1 King Bed — Premium, with Garden View

KVUN1 King Bed — Premium, with River View

Quick mapping

Dog FriendlyOFTN

Family (mostly)OSTN / TSTN

Opera Abbreviations & Codes

OAOwn Account

CCCredit Card

OEOwn Extras

BBBed & Breakfast

DBBDinner, Bed & Breakfast

DBDirect Bill

GTDGuaranteed

DNMDo Not Move

Hotel code

Hotel CodeOXFDT

Charges & Price List

Everyday prices at a glance, grouped by type. Prices in GBP (£).

Quick price reference

Compiled from the property charges sheet. If a price ever looks out of date, check the official rate card — prices can change.

Room Upgrades

Sandford — KLON / OFTN£15

Brook OFTN / KOTN£20

Riverview£30

Upgrade via IHG points15,000 pts/night

Late Check-Out

Weekday — per hour non-members£20

Per hour after 14:00 everyone£30

Sunday — until 6pm£60

Sunday — until 6pm IHG members£40

In-Room Extras

Extra bed£15

Dog — first night£35

Dog — more than 1 night total per stay, + £100 refundable deposit£50

Prosecco£40

Birthday / Anniversary decorations£10

Romance & Occasion

Rose petals + card£5

Card + box of chocolates£10

Bottle of house wine£30

Bottle of Prosecco£40

Prosecco + box of chocolates£45

Fruit platter£15

Fruit platter + wine£45

Bottle of Moët Brut£85

Bottle of Moët Rosé£95

Breakfast & Dining

Breakfast£24.95

Kids under 12 breakfast with a paying adult · half of £24.95Half price

Dinner inclusive menu — 2 courses£25 pp

Dinner inclusive menu — 3 courses£30 pp

Leisure

Day access — room only£10

Day access — with BB£15

Day access — with DBB£40

Monthly membership£72

Hotel Shop / Gift Shop

voco tote£4

voco wireless charger£5

Eco-friendly toiletry set£5

Antipode shampoo / conditioner / body wash each£7

voco jellyfish charger£7

Antipode body lotion£8

Playing cards£8

Charging cable£10

Honey£10

Tea towel£10

Card & big chocolates£10

voco mug£11

voco reusable mug with coffee from the bar£12

Wall adapter£15

Morris Minor car£15

Flamingo£15

Small owl£20

Umbrella£25

Antipode toiletries set all 4£25

Big owl£35

Tree posted under charity donations£100

IHG Points

1,000 points£4

3,000 points£12

5,000 points£20

Printing & Misc

Printing — black & white if more than 10 pages5p/page

Printing — colour10p/page

Chargers etc. post to room, remove if/when returned (acct 4703)—

Opening Hours

Breakfast (Napier's)Mon–Fri 06:30–10:00
Wknd/BH 07:30–10:30

Dinner (Napier's)18:00–21:30

Crusader's BarDrinks 11:00–23:00
Food 12:00–21:30

Room service24 hrs
Night Owl after 22:00

Gym06:00–22:00
last entry 21:30

Pool / Sauna / Steam06:30–21:30
last entry 21:00

Key term	Which means…
voco™	Our name derives from the Latin word for "to invite" or "to come together".
Brand promise	Reliably different
Service style	Everyone's a host
Service behaviours	Be thoughtful · Be natural · Make it memorable
voco personality	Thoughtful · Unstuffy · Charming
Brand hallmarks	Come on in · Me time · voco life

Benefit	Club	Silver Elite	Gold Elite	Platinum Elite	Diamond Elite
Qualified Nights or Points	0 Nights	10 Nights	20 Nights or 40K Points	40 Nights or 60K Points	70 Nights or 120K Points
Points
Earn Bonus Points	0%	20%	40%	60%	100%
Earn Points for Reward Nights & More	✓	✓	✓	✓	✓
No Blackout Dates for Reward Nights	✓	✓	✓	✓	✓
Points Don't Expire	–	–	✓	✓	✓
Rollover Nights for Next Year's Status	–	–	✓	✓	✓
Exclusive access
Member Rates	✓	✓	✓	✓	✓
Member Promotions	✓	✓	✓	✓	✓
Reward Night Discounts	–	–	–	–	✓
Dedicated Diamond Support	–	–	–	–	✓
Hotel perks
Free Internet	✓	✓	✓	✓	✓
Late Check-Out (subject to availability)	2pm	2pm	2pm	2pm	2pm
Guaranteed Room Availability	–	–	–	72 Hours	72 Hours
Complimentary Upgrades (subject to availability)	–	–	–	✓	✓
Welcome Amenity at Check-In*	–	–	–	Points or Drink/Snack	Points or Drink/Snack or Free Breakfast
Early Check-In (subject to availability)	–	–	–	✓	✓