Front Office & Guest Relations Manual

1. Customer Onboarding Procedures  

Entry-Level Screening 

Membership Registration 

• Complete biographical information collection 
• Photograph for database matching 
• Signature verification standards 
• Ongoing update requirements for information changes 

2. Document Verification Standards

Sri Lankan NIC Authentication 

Foreign Document Protocols    

• Passport data page verification 
• Visa validity and conditions check 
• Entry stamp verification for recent arrivals 
• Translation requirements for non-English documents 

3. VIP and PEP Handling   

PEP Identification Protocol 

1. Direct Disclosure: Customer reveals PEP status 
2. Database Screening: World-Check and other databases 
3. Open Source Research: Media and public records 
4. Behavioural Indicators: Travel patterns, security detail 

Enhanced Due Diligence Measures 

• Senior management approval for onboarding 
• Source of wealth and funds verification 
• Ongoing transaction monitoring 
• Regular review and re-screening 

4. Access Control and Monitoring

Visitor Management System 

• All visitors logged with entry/exit times 
• Photo identification matching 
• Escort requirements for certain areas 
• Temporary access controls for contractors 

Restricted Areas Protocol  

• Cash Handling Areas: Authorized personnel only 
• Surveillance Rooms: Compliance staff only 
• Server Rooms: IT department only 
• Executive Offices: Appointment-based access 

5. Restaurant and Hospitality Compliance     

Spice Garden Specific Requirements  

• High-Value Events: Customer identification for bills > LKR 500,000 
• Corporate Bookings: Beneficial ownership verification 
• Private Parties: Guest list screening requirements 
• Complimentary Services: Documentation and approval chain 

Integration with Casino Operations 

• Shared customer database access 
• Coordinated monitoring for casino patrons 
• Cross-departmental communication protocols 
• Unified reporting system for suspicious activity