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Hotel Management SPHM Hospitality
Finance
Food & Beverage
Human Resources
Marketing
Rooms Front Office
Rooms Housekeeping
Wellness Spa
Technical Services
Mentor of Hospitality Standards
Online Brochure SPHM
Hotel Management SPHM Hospitality
Business Plan
SPHM Hospitality Mentor of
Hospitality Standards
• Finance
• Food & Beverage
• Human Resources
• Marketing
• Rooms (FO)
• Rooms (HK)
• Wellness Spa
• Technical Services
Operations Manual
Finance Policy Manual
Information Systems Policy
Hotel Operation Policy
Back to Main
Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
Operations Manual• Finance
• Food & Beverage
• Human Resources
• Marketing
• Rooms (FOP
• Rooms (HK)
• Wellness Spa
• Technical Services
Brand Standards Grid
Club Brand Standards Grid
Policy Manual
Food & Beverage S.O.P
F & B Service Manual
SPHM Hospitality Mentor of
Hospitality Standards
F & B Production S.O.P
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Online Brochure SPHM
Hotel Management SPHM Hospitality
• Finance
• Food & Beverage
• Human Resources
• Marketing
• Rooms (FO)
• Rooms (HK)
• Wellness Spa
• Technical Services
SPHM Hospitality Mentor of
Hospitality Standards
Policy Manual
Standard Operating Procedures
Employee Handbook
Employee Benefit Plans
Employee Training Plan
Human Resources Strategy
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Hotel Management SPHM Hospitality
• Finance
• Food & Beverage
• Human Resources
• Marketing
• Rooms (FO)
• Rooms (HK)
• Wellness Spa
• Technical Services
SPHM Hospitality Mentor of
Hospitality Standards
Business Plan
Standard Operating Procedures
Marketing Training Manual
Marketing Plan
Hotel Digital Marketing
Sales & Marketing Manual
Marketing Promotions Manual
Internet Marketing & Distribution Manual
Marketing Strategy
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Hotel Management SPHM Hospitality
• Finance
• Food & Beverage
• Human Resources
• Marketing
Rooms (FO)
• Rooms (HK)
• Wellness Spa
• Technical Services
Concierge S,O.P
SPHM Hospitality Mentor of
Hospitality Standards
Reservation S.O.P
Front Office S.O.P
Front Office Forms Used S.O.P
Guest Standard Letters
Bell Staff S.O.P
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Hotel Management SPHM Hospitality
• Finance
• Food & Beverage
• Human Resources
• Marketing
• Rooms (FO)
Rooms (HK)
• Wellness Spa
• Technical Services
Hotel Laundry Manual
SPHM Hospitality Mentor of
Hospitality Standards
Housekeeping S.O.P
Daily Service S.O.P
Housekeeping Reportings
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Hotel Management SPHM Hospitality
• Finance
• Food & Beverage
• Human Resources
• Marketing
• Rooms (FO)
• Rooms (HK)
Wellness Spa
• Technical Services
SPHM Hospitality Mentor of
Hospitality Standards
Spa Standard Operating Procedures
Spa Operating Manual
Massage Treatment Manual
Spa Staff Handbook
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Hotel Management SPHM Hospitality
• Finance
• Food & Beverage
• Human Resources
• Marketing
• Rooms (FO)
• Rooms (HK)
• Wellness Spa
• Technical Services
Design and Engineering Recommendations
and Minimum Standards
SPHM Hospitality Mentor of
Hospitality Standards
Standard Operating Procedures
Engineering Operations Manual
Emergency Procedures
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Hotel Management SPHM Hospitality
Business Plan
• Operations Manual
• Finance Policy Manual
• Info Systems Policy
• Accounting Manual
• Hotel Operation Policy
Introduction
• Corporation Mission Statement
• Corporate Vision
• Corporate Mission
• Directions to Individual Hotels
• Entrepreneurial Approach and Accountability
• Resource (Asset) Management
• Customers
Planning Concepts
• Purpose of Planning
• Art of Planning
• Planning is a Team Concept
• Planning is an Ongoing Process
• The Planning Units
• Critical Issues
• Strategic Thinking and Analysis
• Qualities of Good Plan
• Objectives, Strategies, Activites
• Top Down and Bottom Up Approach
• Strategic Planning Process
• Objective Formulation Process
• StrategicPlanning and Objective Formulation
• Hotel Objectives
• Divisional Objectives
• Departmental Objectives
• Budgeting and Financial Plan
• Full Time Equivalents (FTEs)
Planning Process
• Step 1 - Establish Mission
• Step 2 – Information Gatherin
• Step 3 - Situational Analysis
• Step 4 – Situational Analysis Review
• Step 5 – The Marketing Plan
• Step 6 – Assumptions
• Step 7 – Formulate Business Objectives & Strategic Directions
• Step 8 – Formulate Divisional Objectives & Strategies
• Step10 – Formalize Plans
• Step11 – Submission and Approval
• Step12 – Implementation and Review
Computer Instructions
• Business Plan Excel Files
• All Worksheets
• Ten Year History – Summary P&L
• Capital Expenditure
• Outlet Marketing Analysis Worksheet
• Catering Marketing Analysis Worksheet
• Payroll / Staffing Worksheet
SPHM Hospitality Mentor of
Hospitality Standards
Finance Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
Account Definitions
• Introduction
• Balance Sheet
• Assets
• Cash
• Cash on Hand
• Cash in Bank
• Time Deposit
• Clearing Accounts
• Accounts Receivable
• AR – Trade
• AR – Reserve for Doubtful Acct.
• AR – Hotels and Companies
• AR – Others
• Inventories
• Inventories–Saleable Merchandise
• Inventories-Operating Supplies
• Other Current Assets
• Prepaid Expenses
• Deferred Charges
• Deposits – Current
• Barter Contracts Receivable
• Sundry Current Assets
• Non Current Assets
• Cash Fund – FF&E
• Deferred – Non Current
• Deposits – Non Current
• Special Projects
• Fixed Assets
• Liabilities
• Bank Overdraft and Loans
• Business Plan
Operations Manual
• Finance Policy Manual
• Info Systems Policy
• Accounting Manual
• Hotel Operation Policy
Contents of Finance Standards
• Accounts Payable
• AP – Trade
• AP – Hotels and Companies
• AP – Others
• Accrued Liabilities
• AL – Salaries and Wages
• AL – Employee Benefits
• AL – Payroll and Income Taxes
• AL – Management Fees
• AL – Others
• Other Current Liabilities
• Guest Deposits
• Barter Contracts Liability
• Deferred Income
• Sundry Liabilities
• Provisions
• Provisions-Replacement of
Operating Equipments
• Provision-Repairs & Maintenance
• Provision-Others
• Reserves
• Reserve – Replacement of FF&E
• Reserve – Employee Benefits
• Reserve – Special Projects
• Owner’s Equity
• Long Term Account
• Initial Working Capital
• Initial Inventories
• Special Funds
• Current Account
• Balance Brought Forward
• Profit Year-To-Date
• Withdrawal of Profit Share
• Cumulative Gain or Loss on Trade
• Comparative Statement of I&E
• Other Deductions
• Amortisation and Depreciation
• Insurance
• Insurance-Comprehensive G. Liability
• Insurance – Loss of Profit
• Insurance – Automobile
• Rent and Rates
• Rentals / Lease Rentals
• Reserve for Replacement of FF&E
• Special Projects
• Hotel Defined Account 1
• Hotel Defined Account 2
• Gross Operating Income
• Gross Operating Profit
• Basic Management Fees
• Incentive Management Fees
• Incentive Management Fees
• Owner’s Share of Profit
• Total Payroll and Related Expenses
• Total Payroll and Contract Services
• Rooms Divison
• Revenue
• Accommodation Revenue – Net
• Accommodation Revenue
• Accommodation Rebates
• No Show Revenue – Net
• No Show Revenue
• No Show Rebates
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Finance Menu
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Hotel Management SPHM Hospitality
Account Definitions
• Revenue for Functions – Net
• Revenue for Functions
• Rebates for Functions
• Other Extra Revenue – Net
• Other Extra Revenue
• Other Extra Rebates
• Payroll and Contract Services
• Payroll andRelated Expenses
• Salaries and wages
• Vaation Credits
• Extra Wages
• Payroll Related Expenses
• Departmental Training
• Employee Transport
• Housing
• Incentive Bonus
• Local Bonus
• Long Service Leave
• Meals
• Medical Expenses
• Medical insurance
• Recruitment
• Relocation
• Retirement Fund
• Severance Pay
• Sick Leave
• Social Security
• Vacation Travel
• Vacation Pay Accrual
• Worker’s Compensation
• Employee Income Tax
• Payroll Tax
• Business Plan
Operations Manual
• Finance Policy Manual
• Info Systems Policy
• Accounting Manual
• Hotel Operation Policy
Contents of Finance Standards
• Other Related Expenses
• Hotel Defined Payroll Account1
• Hotel Defined Payroll Account 2
• Payroll Cross Charges
• Contract Services
• Provision for Operating Equipment
• Provision for Chinaware
• Provision for Glassware
• Provision for Linen
• Provision for Silverware
• Provision for Uniforms
• Other Expenses
• Commission – Travel Agent
• Commission – Others
• Laundry
• Laundry – Linen
• Laundry – Uniforms
• Laundry – General Cleaning
• Cleaning Supplies
• Guest Supplies
• Guest Supplies-Food & Beverage
• Printing and Stationery
• Other Supplies
• Decorations
• Guest Retention / Recognition
• Guest Transport
• Guest Transport
• Guest Complimentary Parking
• Licences and Taxes
• Communication Costs
• Information Systems
• In Room Television & Technology
• Complimentary Television
• Complimentary Movies
• Television Information Services
• Television Interactive Servies
• In House Music
• Guest Internet Access
• Other Operating Expenses
• Reservation Expenses
• RE – Spirit Fees
• RE – Shared Service Centre Fees
• RE – Communication
• RE – Internet
• RE – Alternative Reservation
• RE – GDS
• Re – Airport Rep / Greeter
• RE – Cost to Walk Guests
• Sundry Equipment
• Transportation
• Hotel Defined Account 1
• Hotel Defined Account 2
• Market Segment Statistics
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Finance Menu
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Hotel Management SPHM Hospitality
Accounts Receivable Days
Calculations
Accrual of Vacation Pay
Airline Tickets
Allocation of Shared Expenses
Banking Daily Receipts
Bank Operating Account
Business Plan Submission
Cash Management
Chain Allocation Costs
Chart of Accounts
Brochures & Other Marketing Material
Communication Centre Accounting
Complimentary Rooms
Computation of Rooms Statistics
Computer Backup Tapes/Disks
Employee Loans
Employee Personal Cheques
Encashment of Third Party Cheques
Expense Reports
External Auditors Reports
FF&E, and Repairs and Maintenance
FF&E Register
Finance Projections and Forecasts
Food & Beverage Covers
F&B Intra-Departmental Allocation
Foreign Currency Exchange
Foreign Exchange Gain/Loss
Handover Notes to Incoming
Hotel Annual Plans
Hotel Package Accounting
Hotel Rooms Available
Incentive Plans
Insurance Administration
Inter-Departmental Charges
Inter-Hotel Financial Transactions
International Reservations Limited
Laundry Department Accounting
Management Agreement Application
Management Fee Calculation
Minimum Stay Processing
Monthly Credit Meeting
Monthly Financial Statement Meeting
Monthly Financial Statements
Net Room Rates
No Show Revenue
Operating Equipment
Participation in Hotel Industry Surveys
Payroll and Contract Services
Pre-Book/Process and Hold Reservations
Preliminary Month End Reporting
Provision for Operating Equipment
Provisions
Purchasing
Rebates and Other Reductions in Revenue
Receiving
Rental Income of Guest Rooms
for F&B Functions
Repair and Maintenance Costs
GM to Accounting Controls
Retirement Plan Contributions
Safe Deposit Boxes
Settlement of Guest Accounts
Sponsorship Funds
Sundry Equipment
Taking of Physical Inventory
Trade Advertising Bills
Training Manager Salaries
Translation of Financial
Statements
Travel Agent Commission
Trustee FundsNote:
Each Policy is defined
with the detailed
Information Of:
• Policy Statement
• Purpose
• Procedure
• Business Plan
• Operations Manual
Finance Policy
• Info Systems Policy
• Accounting Manual
• Hotel Operation Policy
Contents of Finance Standards
Finance Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
E-Mail Guidelines
E-Mail Addrsses
Computer Virues
User Accounts
System Backup – Disaster / Recovery
System Backup – Reporting Requirements
Non-Disclosure Agreements
Software Licensing
Software Duplication
Non-Standard Software
Internet and Third Party Dedicated Links
Remote Access
Internet Domain Names
Mail Maintenance: Reclaim
Mail Directories
Internet E-Mail Address
Note:
Each Policy is defined
with the detailed
Information Of:
• Policy Statement
• Purpose
• Procedure
• Business Plan
• Operations Manual
• Finance Policy Manual
Info Systems Policy
• Accounting Manual
• Hotel Operation Policy
Contents of Finance Standards
Finance Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
INTRODUCTION
Accounting and Internal Controls
Hotel Organization Charts
Hotel Overview
Job Descriptions
Key Controls
PMS and POS Controls
Access Controls
Balance Sheet
SECTION I: CASH AND BANKING
House Floats
Bank Accounts
Cash Transactions
Cash Management
SECTION II: ACCOUNTS RECEIVABLE
Account Receivable
City Ledger
• Business Plan
• Operations Manual
• Finance Policy Manual
• Info Systems Policy
Accounting Manual
• Hotel Operation Policy
Contents of Finance Standards
Accounts Receivable Reporting
Requirements
Bad Debts
Accounts Receivable/Miscellaneous
SECTION III: REVENUE
Revenue
Room Revenue
Food and Beverage Revenue
Function Revenue
Telephone/Fax and Internet Revenue
Leisure Club Revenue
SECTION IV: PURCHASING/ACCOUNT
PAYABLE
Purchasing and Payments
Purchasing/Receiving Procedures
Receiving Exceptions
Accounts Payable
Finance Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
SECTION V: FOOD AND BEVERAGE
COST CONTROL
Food and Beverage Inventories
Other Inventories
Beverage Cost Control
Other Reporting Requirements
SECTION VI: PERSONNEL/PAYROLL
Personnel/Payroll
Records Maintenance/Filing
Personnel Change Notice
Payroll Preparation
Payroll Disbursement
Payroll/Miscellaneous
• Business Plan
• Operations Manual
• Finance Policy Manual
• Info Systems Policy
Accounting Manual
• Hotel Operation Policy
Contents of Finance Standards
Finance Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
CONTENT:
Policy Manual - General
Annual Business Plan
Organization Charts
In-House Policy & Procedure Manual
Private & Confidential
Correspondence
Standard Audit of Hotel System
Safety and Loss Prevention
Responsibility of General Managers
to Accounting Control
Manager’s Bonus Plans
Expatriate’s Apartment Maintenance
Membership of Executives
Confidential Information
Conflicts of Interest
Claims Reporting
Political Gifts and Donations
Business Telephone Calls While
Away
• Business Plan
• Operations Manual
• Finance Policy Manual
• Info Systems Policy
• Accounting Manual
Hotel Operation Policy
Contents of Finance Standards
Hand Over to Incoming Manager
General Manager’s Monthly Report
Authority Limits
Room Available
Room Rates Structure
Room Complimentary
Guest Disputes – After Check Out
from Hotel
Guest Complaints
Financial Controller - Reporting
Lines
Group Fee Calculation
Repairs, FF&E Alternations
Guaranty of Third Party Debts
Employee Personal Checks
Disbursement Limitations
Extension of Credit
Foreign Exchange Transactions
Bank Operating Account
Finance Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
Purchasing
Insurance Administration
Periodical Audit System
Audit Reports – Responses
Computer Contingency Plan
Computer Backup Tapes/Disks
Monthly Credit Meeting
Monthly Financial Statement Review
Monthly Financial Statements
Staff Salary Advance
Employee Orientation
Turn Over Reports
Job Descriptions
Employee Conduct
Sensitive Receipts/Payments
Administration & General
Use of Company Accommodation
Employee Loans
Monthly Sales Report
• Business Plan
• Operations Manual
• Finance Policy Manual
• Info Systems Policy
• Accounting Manual
Hotel Operation Policy
Contents of Finance Standards
Guest Questionnaire
Overbooking/Dishonored
Reservations
Travel Agent Commissions
Market Research Disclosures
News Release
Product Endorsements
Advertising Graphics and Standards
Travel and Entertainment
Finance Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
Operations Manual
• Brand Standards Grid
• Club Brand Standards Grid
• Policy Manual
• F & B SOP
• F & B Service Manual
• F & B Production SOP
Contents of Food and Beverage Standards
Role of the Corporate F&B Department
Role of the F&B Department
Organization of the F&B Department
Administration
Baquet Sales
Beverages
Catering
Food Standards
Forms
Kitchen
Outlets
Services
Dictionary of Standards
Afternoon Tea
A La Minute Cooking Philosophy
Amenities
Ashtrays
Audio Visual
Baby Chair
Background Music
Back Lane / Back of House
Bands
Banquet Booking Procedures
Banquet Buffet Decoration
Banquet Buffet High and Low Stands
Banquet Call Report
Banquet Chair
Banquet ChairAccessories
Banquet Chef
Banquet Contract
Banquet Cubes
Banquet Call Report
Banquet Chair
Banquet Chair Accessories
Banquet Chef
Banquet Contract
Banquet Cubes
Banquet Communication Meetings
Banquet Deposits
Banquet Filling System
Banquet Goal Setting
Banquet Job Descriptions
Banquet Letters
Banquet Market Deployment / Segmentation
Banquet Menus
Banquet Office Etiquette
Banquet Performers
Banquet Photography
Banquet Reports
Banquet Sales
Banquet Sales Check List
Banquet Sales Tools
Banquet Sales Training
Banquet Service
Banquet Show Items
Banquet Solicitation
Banquet Themes
Bars & Entertainment Centres
Bar Food
Beer
Beverages
Beverage Packages
Beverage Philosophy
Beverage Tray
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F & B Menu
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Bill Folders
Black Boards
Block Out Dates
Blotting Pads
Bottled Water
Bread
Breakage Control
Breakfast
Breakfast Available 24 Hours
Buffets
Buffets Set Ups
Bulletin Boards (Notice Boards)
Burnishing
Business Cards
Business Plan
Butter
Café Restaurnt
Camp Hotels
Candles
Captain Order
Check Lists
Chefs Table
Christmas / Eid Events
Cigarettes
Cigars
Cloakroom
Club Style Service
Coasters
Cocktails
Coffee
Coffee Breaks
Coffee Machines
Cold Buffet Platters
Collateral
Comfort Food
Commissary Kitchens
Communication Centre
Communiction Meetings
Compendium
Complaints
Complaint Letters
Concept Statements
Condiments
Cookies
Cork Screws
Cost Managemnt
Covers
Critical Path
Cross Selling
Crumb Service
Culinary Philosophy
Cutting Edge
Database Management
Decanter
Departmental Operations Manual
Design Cuisine Concept
Dessert Buffets
Dessert Menu
Development of Culinary Creativity
Diary Control
Doorknob Menu
Duty Rosters
Drawing Room
Dress Code
Employee Restaurant
Employee Specification
Family Style
Floor Plans
Floral Decorations
Font Size
Food & Beverage Revenue
Food Court
Food Covers
Food Handling
Procedures
Food Storage
Food Trays
Forms
Function Order
Garnishes
Goodwill
Gueridon Service
Guest History
Health and Safety
Hostess Stand
Hot Boxes
Hot Chocolate
Hot Towels
Hygiene
Hygiene Training
Ice Standards
Ice Tea
Internal F&B Audit
Internet Web Sites
Inventory
Inventory Movement Form
2 / 3
Operations Manual
• Brand Standards Grid
• Club Brand Standards Grid
• Policy Manual
• F & B SOP
• F & B Service Manual
• F & B Production SOP
Contents of Food and Beverage Standards
Click Next
F & B Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
Invitations
Job Descriptions
Kitchen Cleanliness
Kitchen Culinary Philosophy
Kitchen Inventories
Kitchen Mise en Place
Kosher Kitchen
Lap Tops
Lazy Susan
Lecturns
Library
Linen
Local Cuisine
Local Customs
Lo Books
Magazine Subscriptions
Market List
Market Research
Match Boxes
Menu
Menu Maintenance
Mini Bar
Mise Em Place
Mission Statement
Music
Mustards
Name Tags
Napkins
New Years Eve
No No’s
Offices
Olive Oil
Order Taking
Oranic Food
Outside Catering
Outside Contractors
Pencils
Pens
Photographs
Pin Spots
Place Cards
Post Mix
Promotions
Props
Purchasing
Quality Control
Reciving
Recipe Exchange
Recipe Mantenance
Recruitment
Recycling
Regency Club
Replenishing
Requisitiong Procedures
Reservation Systems
Retail
Restaurant Philosophy
Restaurant Revenue Management
Room Service
Sake
Sales Tools
Sandwiches
Satellite Kitchen Philosophy
Scheduling
Service Stations
Show Kitchens
Side Dishes
Signage
Signature Dishes
Site Inspections
Soft Drinks
Spell Check
Stage
Stewarding
Storerooms
Straws
Sugar
Swizzle Sticks
Tabletops
Task Breakdowns
Tea
Telemarketing
Temperature Control
Top Twenty
Trainig
Training Checklists
Tray / Trolley Collection
Uniforms
Vegetarian Menu
Walkie Talkies
Waste Disposal
Water
Websites
Weddings
Juices by the Glass
Juice Lists
Note:
Each Policy is defined
with the detailed
Information Of:
• Policy Statement
• Purpose
• Procedure
3 / 3
Operations Manual
• Brand Standards Grid
• Club Brand Standards Grid
• Policy Manual
• F & B SOP
• F & B Service Manual
• F & B Production SOP
Contents of Food and Beverage Standards
F & B Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
Mini Bar Standard
• Setup
• Product Selection
• Others
Amenities
Banquet Sales
• View Sales Standards
• Presentation Kit
• Sales Tools
• Menu Offering
• Theme Party
• Telephone Skills
• Sale Employee
• Correspondence
Banquet Service
• Overall Equipment Selection
• Chinaware
• Silverware
• Glassware
• Linen
• Table Menus & Décor
• Boardrooms Meeting Setup
• Classroom Meeting Set-up
• Computer/Internet Accessibility
• Coffee Breaks
• AV Equipment
• Host / Hostess
• Manager on Duty
• Operations Manual
Brand Standards
• Club Brand Standards Grid
• Policy Manual
• F & B SOP
• F & B Service Manual
• F & B Production SOP
Bar & Entertainment Center
Food & Beverage Marketing
Breakfast
• View Breakfast Standard
• Tabletop Standard
• Juice Standard
• Coffee Standard
• Tea Standard
• Hot Chocolate
• Sugar
• Water
• Butter
• Marmalade / Jam / Honey
• Baker / Breads / Pastries
• Toast
• Cereal / Yoghurt
• Fresh Fruit
• Local Breakfast Items
• Eggs / Hot Stations
• Cold Cuts / Cheeses
• A La Carte Orders
• Buffet
• Others
Restaurant
• Menu Design / Printing
• Uniforms Standards
• Music
• Food Product
• Special Non-Alcoholic Beverages
• Hosts / Hostess
Lounges
• Lounges – Beverages
• Lounges – Service
Food & Beverage Retail
Rooms Service
• Beverages
• Soups
• Menus
• Service
• Order Taker
• Waiter
Show Kitchen Standards
Contents of Food and Beverage Standards
F & B Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
Breakfast Standard
• Schedule
• Beverage
• Food
• Butter
• Marmalade/Jam/Honey
Day Time Standard
• Food
• Beverage
Breakfast Standard
• Schedule
• Food
• Beverage
Late Evening
• Schedule
• Food
• Beverage
Lounge Facilities
• Magazines & Newspapers
• Games
• Business Facilities
• Operations Manual
• Brand Standards
Club Brand Standards
• Policy Manual
• F & B SOP
• F & B Service Manual
• F & B Production SOP
Contents of Food and Beverage Standards
Meeting Rooms
• Room Set-Up
• Services
Check In / Out Procedures
• Check In
• Check Out
Amenities and Evening Maid Services
• Standard Rooms
• Suites
• Top Suite
F & B Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
Contents
• Amenity Programme
Banquet Guidelines
Bars and Entertainment
Centers - Guidelines
Breakfast Available 24 Hrs
Buffet Set-Ups
Café Restaurants vs. Coffee Shops
Comfort Food
Concept Statements
Departmental Operations Manuals
Employee Restaurant
Food & Beverage Revenues
• Operations Manual
• Brand Standards
• Club Brand Standards
Policy Manual
• F & B SOP
• F & B Service Manual
• F & B Production SOP
Contents of Food and Beverage Standards
• Guest Recognition / Retention
• Internal Food & Beverage Audit
• Local / Regional Cuisine
• Menu Content and Design Standards
• Minimum F&B Standards – The top Twenty
• Service Guidelines
• Stewarding Guidelines
• Music and Entertainment
• Purchasing
• Regency Club F&B Selection
• Training
F & B Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
• Operations Manual
• Brand Standards
• Club Brand Standards
• Policy Manual
F & B SOP
• F & B Service Manual
• F & B Production SOP
Contents of Food and Beverage Standards
CONTENTS:
 COMPLIMENTARY BREAKFAST
 STAFFING
 FORECASTING & LABOR COST
CONTROL
 THREE MONTH FORECAST
WORKSHEET
 USE OF SHOPPING SERVICES
 AGGRESSIVE HOSPITALITY
 COVER COUNTS
 LOCAL & STATE LICENSING
(HEALTH, ALCOHOLIC,
BEVERAGE, DANCE, ETC.)
 UNIFORMS
 UNIFORM CARE
 EMPLOYEE'S CAFETERIA
 LEASED RESTAURANTS
CONSIDERATIONS
 RECIPE/USE RECORD
COSTING
 POTENTIAL MENU COST
CALCULATION
 B.E.O./BANQUET MENU
COSTING
 BUFFET COSTING
 CATERING POTENTIAL FOOD
COST CALCULATION
 DIRECT EXPENSE CONTROL
 ACCOUNTING FOR FIXED
ASSET SUPPLIES (CHINA,
GLASS, SILVER, LINEN)
 ACCOUNTING FOR F&B
FUNCTIONS AT COST
 INTERDEPARTMENTAL
TRANSFER OF FOOD &
BEVERAGE ITEMS
 HIGH COST ITEM CONTROL
 ACCOUNTING CONTROL FOOD
& BEVERAGE INVENTORIES
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F & B Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
• Operations Manual
• Brand Standards
• Club Brand Standards
• Policy Manual
F & B SOP
• F & B Service Manual
• F & B Production SOP
Contents of Food and Beverage Standards
 SQUIRELL/MICROS POINT OF
SALE REPORTS
 TRANSFER OF GUEST CHECKS
 CASH DROP
 PURCHASING ETHICS
 STOREROOM/INVENTORY
CONTROL
 PERIOD END INVENTORIES
 PC-BASED MIS
 INVENTORY MANAGEMENT
 DEAD STOCK LIST
 OPERATIONAL FOOD
RECEIVING PROCEDURES
 CLERICAL FOOD RECEIVING
PROCEDURES
 FOOD PARS
 FOOD ORDERING
PROCEDURES
 FOOD INVENTORY TURNOVER
 BEVERAGE PURCHASING
 BEVERAGE RECEIVING
PROCEDURES
 BEVERAGE REQUISITIONS
 PERPETUAL BEVERAGE
INVENTORY
 BEVERAGE INVENTORY
TURNOVER
 WINE BIN TAG SYSTEM
 ACCOUNTING FOOD &
BEVERAGE CONTROL REVIEW
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Contents of Food and Beverage Standards
F&B Hospitality Points
Serving Our Guests – Our First and Last
Impression
Maintaining Professionalism
Generally
With Guests
With Associates
Speaking With Guests
The 10 and 5 Rule
One Stop Shopping
Guest Complaint Guidelines
Introduction: Three-Meal-A-Day Restaurant
Service
Pre-Shift Briefing
Greeting the Guest
Seating the Guest
The Seating System
Seat Numbering System and Pivot
Point Designation
Presenting the Menu
Reservation Procedure Introduction
Restaurant Reservation Process
Basic Steps of Service
Order of Service
First Course is Served
First Course is Cleared
Second and Third Courses Arrive
Second and Third Course are Cleared
Entrée Plates Cleared
Dessert Order Taken
Dessert Order Served
Dessert Order Cleared
Cordials are Offered
The Check is Presented
General Table Service
Approaching the Guest and Taking the
Order
At Mealtime
Breakfast
Lunch
Dinner
General Points
Procedures in Order taking
Writing the Order
Ordering and Pick-Up Procedures
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Contents of Food and Beverage Standards
Ordering Procedures
Pick-Up Procedures
Pick-Up Chart
Clearing Procedures
Product Boards
Delivery Times
Service Per Meal Periods
Breakfast
Order of Breakfast Service
Lunch
Stages of Service
Order of Lunch Service
Dinner
Stages of Service
Order of Dinner Service
Presentation of the Guest Check
Wine Service
Team Service – Fine Dining
Front Server/Wait Staff
Back Server/Wait Staff
Food Server Assistant
Composing a Meal
Presenting of Flatware
Serving Finger Bowls and Towels
Suggestive Selling: S.P.E.A.K
Suggest Specifics
Patience
Enthusiasm
Avoid Pushiness
Knowledge
Merchandising
Up Selling
Salesmanship
Suggestive Selling Tips
Cordials and After-Dinner Up-selling
Suggesting the Bar Offerings
Opening and Closing Checklist
Sample Food & Beverage Problems and
Resolutions
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Contents of Food and Beverage Standards
CONTENT:
 Chef's Administration Task - Opening
Procedures
 PA to the Executive Chef - Opening
Procedures
 Fruit Baskets/Bowls and Fruit Juices
 Bakery Daily Tasks - Opening
Procedures
 Butchery Daily Tasks - Opening
Procedures
 Cold Kitchen & Pastry Daily Tasks -
Opening Procedures
 Hot Kitchen Daily Tasks - Opening
Procedures
 Planning of Purchasing
 Food Transfer
 Dairy Products Storage Procedures
 Fruit and Vegetable Procedures
 Fish and Seafood Procedures
 Meat Procedures
 Poultry Procedures
 Cold-Chilled Food Procedures
 Dry Food Storage
 Spoilage Report
 Technical Kitchen Equipment
 Basic Equipment-Containers for
Receiving Food Items
 Kitchen Trainings
 Filing System
 Market Survey
 The Professional Chef - Hygiene &
Safety
 Temperature Check List
 Handling of Robot Coupe Food
Processor
 Sanitizing of Hands
 Cleaning Task List – Sample
 How to clean the Dishwashing
Machine
 Dishwashing Procedures
 HACCP Standards
 Safety in the Kitchen
 Standard Recipe Form-Template
 Standard Recipe Form-Template Excel
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Contents of Human Resource Standards
Contents
 Absence from Hotel
 Policy Statement
 Purpose
 Procedures
Employee Discounted
Accommodation
 Policy Statement
 Purpose
 Procedure
 Description of Benefits
 Eligibility
 Booking Procedure
 Termination of Employment
 General
Employee Housing
 Policy Statement
 Purpose
 Procedures
Employee
Communications
 Policy Statement
 Purpose
 Procedures
Employee Recognition
Programmes
 Policy Statement
 Purpose
 Procedures
Executive Health Exam
 Policy Statement
 Purpose
 Procedures
 Eligibility
 Frequency
 Facilities
 Recommended Examinations
 Sample Examinations
 Pre-Employment Medical
Examinations
General Managers’ Housing /
Associate Benefits
 Policy Statement
 Purpose
 Procedure
 GM Living in the hotel
 Laundry / Dry Cleaning
 Food & Beverage
 Housekeeping Services
 GM living in hotel paid Accommod.
 GM living out of the hotel
 All General Managers
 Use the Hotel Restaurants
 Hotel Car
 Telephones
 Club Memberships
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Human Resources S.O.P
 Orientation Program
 Minimum Training Standard
 Skills Enhance Benefits
 GM’s Bonus Plan
 Controller’s Bonus Program
 Incentive Plan
 Associate Information Center
 Performance Review
 Recognition Program
 Daily Huddle
 Listen & Response Session
 Personal Grooming
 Equal Employment Opportunity
 Request to Transfer
 Exempt Transfer
 Rehires
 Applicant Flow Log
 Relocation Policy
 Exit Interview
 Unemployment Compensation
 Vacancy Listing
 Employment of Relative
 Employment Verification
 Turnover Reporting
 Reference Check
 Offer Letter
 Recruiting
 Separation Hourly Management
 Personnel Files
 Employee Handbook
 Meetings
 Harassment in Work Place
 Service Anniversary Recogniition
 Remove of Company Property
 Lockers and Inspections
 Autorize in Company Property after Working Hour
 Meals Break
 Life Threatening Illnesses
 Exempt/Non-Exempt Classification
 Hourly Employees Maximum Rate
 Payment of Wages Upon Termination
 Health Benefits
 Health Care Eligibility Audit
 Benefits Continuation
 Deceased Employees
 Insurance Premiums
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Contents of Human Resource Standards
Employee Handbook
 Chapter 1 – General Provision
 Chapter 2 – Work Days; Work Hours and Rest Hours
 Chapter 3 – Holidays and Leave Regulations
 Chapter 4 – Remunerations
 Chapter 5 – Disipline and Displinary Actions
 Chapter 6 – Grievance Procedures
 Chapter 7 – Termination of Emlpoyment
 Chapter 8 - Miscellaneous
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Contents of Human Resource Standards
Employee Benefits Plan
 Healthcare
 Retirement savings and planning
 Paid time off
 Paid parental leave
 Flexible work schedule
 Professional and career development
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Contents of Human Resource Standards
Employee Training Plans:
 Introduction
 Types of Training
 Prerequisite to Training
 Training Administration
 Development of Training Material
 Training Plan
 Requirements for a Successful Training Program
 Leadership Development
 Training Principles
 Training Resources and Materials
 Training Curricula by Positions
 Strategies for Meeting Training Requirements
 Training Documentation
 Budget Guidance and Training Costs
 Training Equipment and Supplies
 Benchmarking
 Annual Certifications
 Annual Training Review and Planning
 Responsibilities
 The Challenge
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Human Resources Strategy
 Long Term Strategic Plans
 Corporate Strategic Plans
 Management Strategic Plans
 Operational Strategic Plans
 Human Resources System
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Business Plan
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• Sales & Marketing Manual
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• Internet Marketing Manual
• Marketing Strategy
Introduction
 Corporation Mission Statement
 Corporate Vision
 Corporate Mission
 Directions to Individual Hotels
 Entrepreneurial Approach and Accountability
 Resource (Asset) Management
 Customers
Planning Concepts
 Purpose of Planning
 Art of Planning
 Planning is a Team Concept
 Planning is an Ongoing Process
 The Planning Units
 Critical Issues
 Strategic Thinking and Analysis
 Qualities of Good Plan
 Objectives, Strategies, Activites
 Top Down and Bottom Up Approach
 Strategic Planning Process
 Objective Formulation Process
 StrategicPlanning and Objective Formulation
 Hotel Objectives
 Divisional Objectives
 Departmental Objectives
 Budgeting and Financial Plan
 Full Time Equivalents (FTEs)
Planning Process
 Step 1 - Establish Mission
 Step 2 – Information Gatherin
 Step 3 - Situational Analysis
 Step 4 – Situational Analysis Review
 Step 5 – The Marketing Plan
 Step 6 – Assumptions
 Step 7 – Formulate Business Objectives & Strategic
Directions
 Step 8 – Formulate Divisional Objectives & Strategies
 Step10 – Formalize Plans
 Step11 – Submission and Approval
 Step12 – Implementation and Review
Computer Instructions
 Business Plan Excel Files
 All Worksheets
 Ten Year History – Summary P&L
 Capital Expenditure
 Outlet Marketing Analysis Worksheet
 Catering Marketing Analysis Worksheet
 Payroll / Staffing Worksheet
Contents of Sales & Marketing Standards
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 SALES & MARKETING DEPARTMENT
 OFFICE HOURS OF OPERATION
 RESPONSE TO CUSTOMERS
 USE GUEST'S NAME
 CUSTOMER FEEDBACK
 WEEKLY SALES MEETING
 SALES COVERAGE
 READER BOARD SURVEY
 TRAINNING & DEVELOPMENT
 INTER-HOTEL SALES LEADS
 FRANCHISE MARKETING PROGRAMS
 REVENUE STRATEGY MEETINGS
 PRIME SELLING TIME
 LOST BUSINESS
 LEAD LOG
 MANAGING RESERVATION SALES
 SITE INSPECTIONS
 ENTERTAINING & SHOW AROUNDS
 STAR REPORT
 GRPUP BOOKINGS
 ROOM RATES
 ANNUAL BUSINESS PLAN & QUATERLY
ACTION PLANS
 INTERNAL AUDITS
 ADVERTISING & PROMOTION
 SALES OFFICE AUDIT
 KEY/TARGET ACCOUNT MANAGEMENT
 CRO/GDS PRODUCTIVITY
 MARKETING COMMITTEE
 CENTRAL RESERVATIONS SHOPPING
 GENERAL MANAGER'S ROLE IN THE SALES
PROCESS
 BROCHURE/COLLATERAL PRINTING GUIDELINES
 MEDIA POLICY
 SUPPLEMENTAL INCENTIVE PLAN
 MONTH END REPORTS
 SALES INCENTIVE PLAN
 E-COMMERCE STRATEGY
Contents of Sales & Marketing Standards
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BACKGROUND AND OVERVIEW
MARKETING TRAINING GOALS
SESSION ONE: LEARNING ABOUT EACH OTHER
SESSION TWO: INTRODUCTION TO MARKETING
SESSION THREE: IMPORTANT COMPONENTS OF MARKETING
SESSION FOUR: PRICING
SESSION FIVE: PROMOTION
SESSION SIX: CREATING MARKET MESSAGES
SESSION SEVEN: SOLVING MARKETING PROBLEMS
SESSION EIGHT: BUILDING MARKET LINKAGES
SESSION NINE: DEVELOPING A MARKETING STRATEGY
SESSION TEN: TESTING MARKETING MESSAGES AND PROMOTION MATERIALS
SESSION ELEVEN: CONDUCTING A DEMONSTRATION
APPENDIX I MARKETING PRACTICES FORM
APPENDIX II MARKET TEST FORMS
APPENDIX III HOW TO PLAY THE MARKETING GAME
APPENDIX IV SOME MARKETING PROBLEMS
Contents of Sales & Marketing Standards
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1- Executive summary
1.1 Key Operating & Financial results
1.2 Segment Results
1.3 Strategies by segment
2- Supply & Demand analysis
2.1 Supply & Demand Analysis
2.2 Client Origin
2.3 Main Events
2.4 Key Trends
3- Competitors analysis
3.1-Competitors General Information
3.2-Market Share Report
3.3-Competitive Benchmarking
3.4-SWOT Analysis
3.5 USP
4- Distribution
Contents of Sales & Marketing Standards
5- Marketing& Sales & Distribution
Activities and Budget
5.1-Actions & Budget: Sales
5.2-Actions & Budget: Marketing
5.3-Actions & Budget: Distribution
5.4-Actions & Budget: Others
5.5-Actions & Budget: Summary
6- Sales Team
7- ADDENDUM F&B Strategies &
Actions
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TABLE OF CONTENT
1. OTA Analysis
2. Booking Engine Analysis
3. Hotel Website Analysis
4. Review Analysis
5. Google Business Listing Analysis
6. Metasearch Analysis
7. Social Media Analysis
1. OTA Analysis
 Select OTAs wisely
 Keep things same on all OTAs
 Keep your hotel's photos on
OTAs
 Same room types across all
OTAs
 Rate Parity
 Seasonal and weekend rates
 Keep your inventory bookable
 Offer discounts and free items
on OTAs
 Optimize your OTA ranking
2. Booking Engine Analysis
 Offer discounts, packages and
promotions on booking engine
Contents of Sales & Marketing Standards
 Keep best hotel pictures on the
booking engine page
 Display hotel amenities
 Show directions to your property
 Bookings and review notifications
 Match with website look and feel
3. Hotel Website Analysis
 Website page loading time
 Easy booking procedure
 Mobile-friendly (Responsive) hotel
website
 Broken links on hotel website
 High-quality photos on the website
 TripAdvisor reviews and awards
 Exit popup offer
 Website security
 Website visitor tracking
 Price widget
4. Review Analysis
 Positive Reviews
 Neutral Reviews
 Negative Reviews
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5. Google Business Listing Analysis
 Always maintain a good brand
image of your business.
 ALLOW your guests to easily
locate your presence on Google.
 Let them check your hotels'
rates, reviews, availability and
much more.
6. Metasearch Analysis
 Bookable via Booking Engine on
TripAdvisor
 Bookable via Booking Engine on
Google Hotel Ads
 Bookable via Booking Engine on
Trivago
7. Social Media Analysis
 Booking engine integration with
Facebook
Contents of Sales & Marketing Standards
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Sales & Marketing Manual Content:
 Marketing – Personnel
 Marketing – Sales
 Marketing – Reservations
 Marketing – Promotions
 Marketing – Public Relations
 Marketing – Management System
 Marketing – Sales Call
 Marketing – Sales Mission
 Marketing – Trade Show
 Marketing – Other Marketing Related
Contents of Sales & Marketing Standards
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Contents of Sales & Marketing Standards
EXTERNAL PROMOTION:
 Direct selling
 Collateral materials
 Direct mail
 Handling inquiries/reservations
 Familiarization trips
 Packaging
 Events/special promotions
 Loyalty programs
INTERNAL PROMOTION:
 Word-of-mouth
 Delivery of promise
 Signature products and design
 Personal selling
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THE DISTRIBUTION LANDSCAPE:
 Search, Social, Mobile
 Travel-Specific Search Engines
 Online Travel Agencies
 Flash Sales and Hot Deal Sites
 Travel Inspiration and Planning
 Global Distribution Systems,
Connectivity and Switches
 Offline and Traditional
Wholesalers
 Voice Reservations and Property
Direct
 Groups and Meetings
ONLINE MARKETING STRATEGY:
 The Travel Shopping Process
 Attribution Models
 Travel Media
 Summary — Ten Points
Contents of Sales & Marketing Standards
DISTRIBUTION COSTS AND BENEFITS:
 Commission Costs on the P&L
 Variable Marketing and Reservation
Fees by Channel
 Conversion Rates through Direct
Channels
 Revenue-to-Cost Ratios by
Marketing Channel
 Ancillary Spend Analysis
 Lifetime Value Analysis
 Flow-through Analysis by Channel
OPTIMAL CHANNEL MIX:
 Demand Generators
 Acquisition, Persuasion and
Retention
 Pricing Patterns
 Optimal Marketing Spend
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Marketing Strategy
Contents of Sales & Marketing Standards
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Sales Strategies
 Prevent erosion of key accounts
 Grow key accounts
 Grow selected marginal accounts
 Eliminate selected marginal accounts
 Retain selected marginal accounts but provide lower-cost sales support
 Obtain new business from selected prospects
Advertising and Promotion Strategies
 Select a blend or mix of media
 Select or approve the message
 Design a media schedule showing when each medium will be employed
 Design a schedule of events
 Carefully transmit this information to management
 Supervise the development and implementation of advertising/promotion
programs
 Assume responsibility for the outcome
Pricing Strategies
 Pricing is a function of marketing
 Fencing is placing restrictions on customer segments selected due to their
perceived level of price elasticity
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Contents of Front Office Standards
 Handling of Reservation Request
 Handling of VIP Reservation Request
 Complimentary Reservation Request
 Keying-In of Reservation Details
 Overbooking
 Guest Name Amendment in Reservation Folio
 Cancellation of Room Reservation (Travel Agencies)
 Reservation Filing System
 Expected Arrival Reservations
 Shift Hand-Over
 Reservation Review before/upon Arrival
 Occupancy Forecast
 Rate Documentation
 FIT Wholesale Reservations
 GIT - Group Reservation
 Pre-order Procedure of personal Mini-Bar Items (prior to Arrival)
 Room and Rate Availability Process Diagram
 Handling Telephone Reservation Requests Process Diagram
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• Bell Staff S.O.P
• Concierge S.O.P
Contents of Front Office Standards
 GSA Tasks (Morning Shift)
 GSA Tasks (Afternoon Shift)
 GSA Tasks (Night Shift)
 Check-in Procedure (Front Desk)
 Check-in Procedure in Transit (at the Airport)
 Check-in Procedure (in the Guest Room)
 Check-out Procedure (Front Desk)
 Check-Out Procedure (in the Guest Room)
 Hotel/Resort Inspection
 Check-in Procedure (Walk-in Guests)
 Private Butler Service
 Telephone courtesy
 Transferring of Calls (for Guests)
 Transferring of Calls (for internal Contacts)
 Taking Messages in Person (for Guests)
 Taking Messages in Person (for internal Contacts)
 Wake-up Call
 Guest Check/Payment Statement posting (manual)
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• Bell Staff S.O.P
• Concierge S.O.P
Contents of Front Office Standards
 Payment posting Corrections
 Paid-Out Procedure
 Currency Exchange Procedure
 Receiving of Payments
 “Visitor/Joiner” Handling
 Prevention of Guest Complaints
 Call Back Service
 Handling Guest Complaint
 Handling Front Office Lost & Found
 Handling Reconfirmation Airline Ticket
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• Bell Staff S.O.P
• Concierge S.O.P
Contents of Front Office Standards
 Credit Card Authorization Form
 Confirmation Voucher
 Monthly Revenue Report - Sample
 Adjustment Charge Voucher
 Complimentary Requisition Form
 Luggage Tag
 Excursion Voucher
 Maintenance Request Form
 Mini Bar List – Form
 Miscellaneous Voucher
 Paid Out Voucher
 Rebate Voucher
 Reservation Form
 Telephone Charge
 Transportation Charge
 Guest Registration Card
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Guest Standard Letters
• Bell Staff S.O.P
• Concierge S.O.P
Contents of Front Office Standards
 Pre-Opening Welcome Letter
 Sun Paradise Hotels Welcome Letter
 Sun Paradise Hotels Welcome Back Letter
 Inquiry Letter
 Upgrade Letter
 Thank You Letter (Enclosed, settled CC Payment)
 Thank You Letter (individualized Text)
 Thank You Letter (Travel Agents)
 Reply Letter ‘Lost and Found’ Item (Retrieved)
 Reply Letter ‘Lost and Found’ Item (Irretrievable)
 Letter of Apology ‘Lost and Found’ Item (Accused Employee)
 Authorization Letter
 Money Shortage
 Thank You Letter for Guest Recommendations (general)
 Thank you Letter for Guest Recommendations (positive)
 Thank you Letter for Guest Recommendations (negative)
 Thank You Letter for Dissatisfied Guest Comments + Upgrade
 Thank You Letter for Guest Recommendations (G.-Questionnaire)
 Complimentary Letter - Heavy Complaints
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• Concierge S.O.P
Contents of Front Office Standards
 Compensation Letter
 Compensation Letter (Free Room Nights)
 Dunning Letter (1st Reminder)
 Dunning Letter (2nd Reminder)
 Pre-Collection Letter (3rd Reminder)
 No Show Charge (to Bank Account)
 No-Show Charge (waived)
 No-Show Charge (partial wave)
 No-Show Charge (Cancellation number)
 Guest Deposit
 Without Prejudice
 Card - 'Get well soon'
 Credit over Limit
 Card - Delay in Service
 Farewell Letter
 Over Charge Letter
 Management Welcome Letter
F.O Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
• Reservation S.O.P
• Front Office S.O.P
• Front Office Forms Used S.O.P
• Guest Standard Letters
Bell Staff S.O.P
• Concierge S.O.P
Contents of Front Office Standards
 DRIVER SCREENING, SELECTION, AND TRAINING
 FLAG DISPLAY
 TOURS
 POST CONVENTION CRITIQUES
 UNIFORMS SERVICE
 HANDICAPPED GUESTS
 GUEST LAUNDRY & DRY CLEANING
 ROOMING A GUEST
 CHECK-OUT PROCEDURES
 LUGGAGE HANDLING
 LOBBY DUTIES/POST POSITIONS
 VAN MAINTENANCE PROCEDURES
F.O Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
• Reservation S.O.P
• Front Office S.O.P
• Front Office Forms Used S.O.P
• Guest Standard Letters
• Bell Staff S.O.P
Concierge S.O.P
Contents of Front Office Standards
Part 1
Welcome Letter From Director of Rooms
Departmental Organization Chart
Part 2
 Job description
 Check List
Part 3
 Standard Operating Procedures
Concierge
1 Transportation Check List
2 Airport Pick up and send off handling
3 Room Changing
4 Check In and Check Out Luggage Procedure
5 Luggage Room and Storage Procedure
6 Newspaper Delivery
7 Guest’s Mail Parcel & Package
8 Stacking of Luggage On Cart
9 Group Luggage Handling
10 Hold For Pick Up
11 Paging Service
Transportation
12 Transportation Check List
13 Airport Pick up and send off handling
14 Driver’s Rule
15 Driver’s Expenses
16 Vehicle Mileage
17 Vehicle Maintenance
Part 4
 Acknowledgement letter by employee
F.O Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
Housekeeping S.O.P
• Daily Service S.O.P
• Housekeeping Reporting
• Hotel Laundry Manual
Contents of Housekeeping Standards
 Standard of Cleanliness
 Lost and Found
 Entering Guest Rooms
 Floor Attendant Services
 Shoe Shine Service
 Guest Request Items
 Babysitting
 Guest Belongings
 Room Wait Requests
 Shift Briefing
 Work Orders
 Allowing Access to Guest
Rooms
 Gratuities / Tips
 Chain of Command
 Holding Open and Securing
Guest Room Door
 Reasonable Job Requests
 Key Control Procedure
 Leaving Work Area without
Authorization
 Cleaning Furniture
 Telephone Skill
 Cleaning the Guest Corridors
 Providing Turndown Service
 Cleaning Service Areas and
Emergency Stairway
 Sweep Log
 Handling Guest Laundry
 Handling Guestroom Trash
 Empty the Wastebasket
 AM/PM Discrepant Rooms
Report
 Definition of a Guest
 Handle Guest Complaints
 Job Safety
 Personal Safety
 Priority Cleaning
 Do Not Disturb
 Guest Room Security
 Room Service Trays Removal
continue
H.K Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
Housekeeping S.O.P
• Daily Service S.O.P
• Housekeeping Reporting
• Hotel Laundry Manual
Contents of Housekeeping Standards
 Housekeeping Department Hygiene and Grooming Standard
 Guest Room Cleaning
 Make a bed
 Bathroom Cleaning
 Proper Behaviour for Housekeeping Staffs
 Use a Vacuum Cleaner
 Handling baby Crib / Cot
 Regular Turndown Service
 Executive Floor Guests / VIP Flower Ordering/ Arrangements
 Executive Floor Guests / VIP Turndown Service
 Cleanliness & Hygiene
 Daily Check List
 Equipment Usage
 Newspaper & Magazines
 Reception Service
 Towels
 The safe must be opened when the guest leaves the store to
check
 Assist in transporting guest luggage
 Say hello politely when meeting guests in the passenger elevator
 Body language and attitude
H.K Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
• Housekeeping S.O.P
Daily Service S.O.P
• Housekeeping Reporting
• Hotel Laundry Manual
Contents of Housekeeping Standards
 Sequence of the Daily Room
Cleaning Service
 Room Attendant/Room Maid
Tasks and Responsibilities
 Key Control Procedure
 Work Assignment Sheets
 General Safety Tips
 How to enter a Guest Room
 Guest Room Service
Standards/Requirements
 Cleaning and Dust Techniques
 Makeup of a Guest Room
 Guest Room Amenity Setup -
Group Standard
 Restocking of Mini-Bar
 Lost and Found
 Closet/Pantry Supply
 Turndown Service
 Room Status Definitions
 Master Key Handout
Procedures
 The Professional Maid - a HK
Glossary
 The Professional Maid -
Cleaning Techniques
 Supervisor - Bathroom
Inspection
 Supervisor - Room Inspection
 Linen Control Procedure
 Public Area Cleaning
Procedures
 Guest Complaint and Request
Handling
 Telephone Handling
H.K Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
• Housekeeping S.O.P
• Daily Service S.O.P
Housekeeping Reporting
• Hotel Laundry Manual
Contents of Housekeeping Standards
 Rooming List for Room Maids
 Room Status Check List (Floor Supervisor)
 Daily Mini-Bar Inventory Report - Store Requests
 Mini-Bar Price List – Sample
 Lost & Found Tag
 Cleaning Schedule Public Areas (Public Cleaner)
 Daily Mini-Bar Sales Report (all Rooms)
 Room Maid Checklist Report - Room Status/Linen
 Guest Laundry Checklist (Floor Supervisor/ Clerk)
 Room Status Report
 Sending & Returning of Laundry (Room Boy)
H.K Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
• Housekeeping S.O.P
• Daily Service S.O.P
• Housekeeping Reporting
Hotel Laundry Manual
Contents of Housekeeping Standards
1. Organization Chart
2. Working Hours and Vacation Plan
3. Job Description Outlines
• Laundry Manager
• Supervisor
• Guest Contact Coordinator
• Sorter
• Valet Attendant
• Dry Cleaning Operator
• Hand Washer
• Machine Washer
• Valet Preser
• Uniforms Finisher
4. Operating Procedures for Guest
Laundry Services
• Pick up Guest’s Call
• Collection
• Process
• Delivery
• Express Service
5. Operating Procedures for Washing
• F & B Linen
• Room Linen
• Spring Cleaning
6. Operating Procedures for Dry
Cleaning
• Guest Clothing
• Staff Uniforms
• Spring Cleaning
7. Operating Procedures for Hand
Ironing and Pressing
• Guest Clothing
• Staff Uniforms
8. Operating Procedures for Flatwork
Ironing
• F & B Linen
• Room Linen
9. Equipment
• Introduction
• Maintenance
• Disposal
10.Chemicals
• Laundry Supply Items
• Dry Cleaning Supply Items
11.Special Procedures
• File Procedure
• Guest Laundry Hold
• Lost & Found
H.K Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
Spa S.O.P
• Spa Manual
• Massage Treatment Manual
• Spa Staff Handbook
Contents of Spa & Recreation Standards
I. Receptionist
 How to welcome a Guest
 How to take a Booking in Person
 How to take a Booking by Phone
 How to escort a Guest to the
Treatment Room
 How to settle Payments
 How to farewell
II. Spa Procedures
 Spa Etiquette for Spa Employees
 Hygiene Standard of Bathrobes
and Towels
 How to clean a Treatment Room
 How to setup a Massage Bed
 How to setup the Vichy Shower
 How to setup the Steam Room
 How to set the Body Treatment
Room
 How to setup the Massage Bed for
Body Treatments
 How to setup the Massage Bed for
Thai Massage
 How to setup the Room for Oil Massage
 How to setup the Bed for Oil Massage
 How to set the Room for Foot Massage
 How to set the Bed for Foot Massage
 How to set the Room for Body Scrub
 How to set the Bed for Body Scrub
 How to set the Room for Thai Herbal
Compress Massage
 How to set the Bed for Thai Herbal
Compress Massage
 How to set the Room for Facial
Treatments
 How to set the Bed for Facial
Treatments
 How to handle Massage Oil for Oil
Treatments
 How to welcome a Guest for
Treatments
 How to take care of the Guest during
Body Scrub Treatment
continue
Spa Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
Spa S.O.P
• Spa Manual
• Massage Treatment Manual
• Spa Staff Handbook
Contents of Spa & Recreation Standards
 How to take care of the Guest after
Body Scrub Treatment
 How to take care of the Guest
during Hot Compress Treatment
 How to take care of the Guest after
Hot Compress Treatment
 How to take care of the Guest
during Foot Massage Treatment
 How to take care of the Guest
during Facial Treatment
 How to take care of the Guest after
Facial Treatment
 How to serve hot Tea and fresh
Fruits after Treatment
 How to clean up the Spa Reception
Area
 How to clean the Spa Public Area
 How to clean the Spa Locker Room
 How to clean the Spa Toilet and
Shower
 How to empty and clean the
Bathtub
 How to clean the Treatment Room
 How to send soiled Laundry
 How to receive and store Spa Laundry
III. Spa Beauty Salon Procedures
 How to Setup for Manicure and
Pedicure Treatment
 How to take care of the Guest during
Manicure and Nail polish
 How to take care of the Guest after
Manicure and Nail polish
 How to take care of the Guest during
Pedicure and Nail polish
 How to take care of the Guest after
Pedicure and Nail polish
 Manicure and Pedicure Sanitation
Standard
Spa Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
• Spa S.O.P
Spa Manual
• Massage Treatment Manual
• Spa Staff Handbook
Contents of Spa & Recreation Standards
I. PHILOSOPHY
 Spa Philosophy
 The Purpose of a Policies and
Procedures Manual
 Defining “Policy” versus
“Procedure”
 Overview of the Manual
 Disclaimer
 Core Standards of Service
 Hotel Spa Standards
 Creating the Spa Atmosphere
II. GENERAL MANAGEMENT
 Operating Hours
 Smoking
 Safety
 Photography
 Marketing Materials
 Client Access
 Gender-Specific Areas
 Non-Public Areas
 Lost Items
 Found Items
 Appointment Schedule
 Client Profiles – General
 Client Profiles - Procedure
 Daily Report
 Requisitions
 Petty Cash
 Equipment and Systems
III. HUMAN RESOURCE MANAGEMENT
 Procedures
 New Employee Induction
 Employee Resignations
 Employee Dismissals
 Employee Performance Appraisals
 Quality Audits
 Qualifications
 Employee Entry/Exit
continue
Spa Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
• Spa S.O.P
Spa Manual
• Massage Treatment Manual
• Spa Staff Handbook
Contents of Spa & Recreation Standards
 Dress Code
 Confirmation Calls
 Complaints
 Check Out
 Payments
 Terms of Sale
 Gift Certificate Sales
 Product Returns
 Retail Sales
 Products and Samples
 Locker Keys
 Spa Tour
 Consultation Form
VII. STANDARD PROCEDURES
 PROCEDURE: Stock Requisitions
 PROCEDURE: Found Items
 PROCEDURE: Lost Items
 PROCEDURE: Recruitment
 PROCEDURE: New Employee
Induction
 PROCEDURE: Employee Meetings
 PROCEDURE: Employee
Arrival/Departure
 PROCEDURE: Spa Opening – General
Areas
 PROCEDURE: Spa Opening – Reading
Memo Postings
 PROCEDURE: Spa Opening –
Reception
 PROCEDURE: Spa Opening – Front
Desk Appointment Review
 PROCEDURE: Spa Opening – Reading
Log Book
 PROCEDURE: Spa Opening –
Treatment Rooms/Stations
 PROCEDURE: Spa Closing – General
Areas
 PROCEDURE: Spa Closing – Money
Drop
 PROCEDURE: Spa Closing – Money
Drop
 PROCEDURE: Spa Closing – Reception
continue
Spa Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
• Spa S.O.P
Spa Manual
• Massage Treatment Manual
• Spa Staff Handbook
Contents of Spa & Recreation Standards
 Shift Roster
 Leave
 Employee Meetings
 Employee Communication
 Telephone Etiquette
 Telephone Forwarding
 Telephone – Transfers
 Telephone – Placing Guests on
Hold
 Employee Presentation
IV. SPA FOOD AND BEVERAGE
V. SPA PREPARATION
 Maintenance
 Essential Spa Cleaning
 Linen
 Products, Supplies and Retail
Stock
 Lockers
 Food and Beverage
 Reading Materials
 Music
 Diffusing Oils
 Treatment Room/Station Preparation
VI. CLIENT INTERACTION
 Greeting/Farewell
 Future Bookings
 Reservations
 Reservations Procedures
 Reservations – Booking on Computer
System
 Reservations – Booking in Central
Reservations
 Reservations – Editing Reservations
 Reservations – Wait Listing
Reservations
 Cancellation Policy
 Reservations – Cancelling Reservations
continue
Spa Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
• Spa S.O.P
Spa Manual
• Massage Treatment Manual
• Spa Staff Handbook
Contents of Spa & Recreation Standards
 PROCEDURE: Spa Closing –
Treatments Rooms/Stations
 PROCEDURE: Anticipating Guest
Needs
 PROCEDURE: Answering Guest’s
Questions
 PROCEDURE: Guest Recognition
 PROCEDURE: Using Professional
Language
 PROCEDURE: Posture
 PROCEDURE: Reservation via
Telephone
 PROCEDURE: Reservation in
Person for a Later Date/Time
 PROCEDURE: Reservation in
Person Requesting an Immediate
Treatment
 PROCEDURE: Confirmation Calls
 PROCEDURE: Greeting for Clients
In Person
 PROCEDURE: Greeting for
Telephone Call
 PROCEDURE: Check In
 PROCEDURE: Spa Itinerary, Packages,
Multiple Services
 PROCEDURE: Orienting Guest to
Facilities
 PROCEDURE: Spa Tour
 PROCEDURE: Receiving Clients for a
Treatment
 PROCEDURE: Releasing Clients from a
Treatment
 PROCEDURE: Retail Assistance
 PROCEDURE: Check Out
 PROCEDURE: Payment
 PROCEDURE: Payment Options
 PROCEDURE: Commission and
Gratuity Sheets
 PROCEDURE: Client Arrives Late
 PROCEDURE: Therapist Arrives Late
 PROCEDURE: Complaint in Person or
via the Telephone
continue
Spa Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
• Spa S.O.P
Spa Manual
• Massage Treatment Manual
• Spa Staff Handbook
Contents of Spa & Recreation Standards
 PROCEDURE: Complaint via
Written Correspondence
 PROCEDURE: Lost and Found
IX. EMERGENCY PROCEDURES
 Safety & Security
 Admission, Conduct & Liability
 Lack of water quality
 Dealing with disorderly behavior
 Emission of Gases
 Serious Pool Rescue
 Emergency Action
 Lighting / Power Failure
 Fire & Emergency Procedures
X. JOB DESCRIPTIONS
 SPA MANAGER
 SPA RECEPTIONIST
 SPA SUPERVISOR
 SPA TRAINER
 SPA MASSAGE THERAPIST
 SPA NAIL TECHNICIAN
 SPA SKIN CARE SPECIALIST
 SPA BEAUTY THERAPIST
 SPA ATTENDANT
Spa Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
• Spa S.O.P
• Spa Manual
Massage Treatment Manual
• Job Descriptions
Contents of Spa & Recreation Standards
Introduction
 Disclaimers and Contraindications
 How Biofreeze Pain reliever Works
 Basic uses and recommendations for Biofreeze Pain reliever
 technique definitions
MassageTherapyTreatments
 Pain Relieving Series using Biofreeze and Prossage
 Refresher Series using Biofreeze and Prossage
 Sports Massage and Recovery Treatment Series
 Speality Treatment
 Self Care Series
Selling Product
Resources
Author Biographys
Spa Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
• Spa S.O.P
• Spa Manual
• Massage Treatment Manual
Spa Staff Handbook
Contents of Spa & Recreation Standards
 Introduction
 Communication
 Communication with Clients
 General Communication Skills
 Dealing with the Problem Client
 Scheduling Appointments
 Information Needed in Appointment Book
 Client Consultation
 Pricing
 Refunds and Credits
 Job Description
 Assistant Training
 Service Duties
 Cleaning Duties
 Sick Day Policy
 Vacation
 Holidays
 Work Schedule
 Work Attendance
 Your Appearance
 Personal Telephone Calls
 Health and Safety
Spa Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
Engineering S.O.P
• Engineering Manual
• Emergency Procedure
• Minimum Standard
Contents of Technical Service Standards
GENERAL
ENG-SOP-01: PROPERTY OPERATION TERMINOLOGY
ENG-SOP-02: CUSTOMER PROGRAM
ENG-SOP-03: ORGANIZATIONAL CHART
ENG-SOP-04: TRAINING MANUALS
ENG-SOP-05: SHOP ORGANIZATION
ENG-SOP-06: POWER PLANT ORGANIZATION
ENG-SOP-07: WORK SCHEDULES
ENG-SOP-08: UNIFORM CONTROL ISSUE
ENG-SOP-09: PERSONAL APPEARANCE & DRESS CODE
ENG-SOP-10: DEPARTMENTAL MEETINGS
ENG-SOP-11: PROCEDURE REVIEW
ENG-SOP-12: SOP AUDIT PROCESS & REVIEW
OPERATIONS
ENG-SOP-13: EQUIPMENT CHECK LOGS
ENG-SOP-14: ENGINEER ASSIGNMENT REPORT
ENG-SOP-15: READINGS
ENG-SOP-16: EQUIPMENT REPAIR MANUAL LIBRARY
ENG-SOP-17: PURCHASING CONTROL
ENG-SOP-18: CHART OF ACCOUNTS
ENG-SOP-19: PREFFERED VENDORS
ENG-SOP-20: PREFFERED SERVICE VENDOR LIST
ENG-SOP-21: BUDGET REVIEW & CONTROL
ENG-SOP-22: ASSET SELECTION
ENG-SOP-23: ROUTINE MAINTENANCE REQUESTS
ENG-SOP-24: SAFETY WORK ORDER
ENG-SOP-25: PROJECT WORK
ENG-SOP-26: PREVENTATIVE MAINTENACE ADMINISTRATION
ENG-SOP-27: GUEST ROOM PREVENTATIVE MAINTENANCE
ENG-SOP-28: ELECTRICAL DISTRIBUTION PREVENTATIVE
ENG-SOP-29: FUEL EFFICIENCY TESTS
ENG-SOP-30: DISABILITY ACT continue
Technical Menu
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Hotel Management SPHM Hospitality
Engineering S.O.P
• Engineering Manual
• Emergency Procedure
• Minimum Standard
Contents of Technical Service Standards
continue
ENG-SOP-31: FREON DISCHARGE
ENG-SOP-32: FACILITY CONSERVATION
FACILITY SERVICES
ENG-SOP-33: CONTRACT SERVICES
ENG-SOP-34: WARRANTIES
ENG-SOP-35: GROUNDSKEEPING
ENG-SOP-36: PARKING AREA
ENG-SOP-37: EXTERIOR SIGNING & SECURITY LIGHTING
ENG-SOP-38: ENGINEERING SERVICE REQUESTS
LOSS PREVENTION
ENG-SOP-39: KEY CONTROL
ENG-SOP-40: ENVIRONMENTAL COMMITTEE
ENG-SOP-41: SECURITY
ENG-SOP-42: SHOP & JOB SAFETY
ENG-SOP-43: HAZARDOUS CHEMICALS
ENG-SOP-44: UNDERGROUND STORAGE TANKS
ENG-SOP-45: COMPRESSED GAS CYLINDERS
ENG-SOP-46: RECORD RETENTION
ENG-SOP-47: TOOL INVENTORY CONTROL
ENG-SOP-48: VEHICLE MAINTENANCE
ENG-SOP-49: ELECTRICAL LOCK OUR PROCEDURES
ENG-SOP-50: EMERGENCY PREPAREDNESS
ENG-SOP-51: LIFE SAFETY/OPERATION & TRAINING
ENG-SOP-52: EMERGENCY TELEPHONE LIST
ENG-SOP-53: MOBILE COMMUNICATIONS
ENG-SOP-54: EMERGENCY VALVE CHART
ENG-SOP-55: VALVE CHARTS
ENG-SOP-56: MAJOR EQUIPMENT & AREAS SERVED
Technical Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
Engineering S.O.P
• Engineering Manual
• Emergency Procedure
• Minimum Standard
Contents of Technical Service Standards
ENERGY MANAGEMENT
ENG-SOP-57: ENERGY MANAGEMENT COMPUTER
ENG-SOP-58: ENERGY MANAGEMENT HOUSEKEEPING
ENG-SOP-59: ENERGY MANAGEMENT KITCHEN
ENG-SOP-60: ENERGY BILL RECONCILIATION
ENG-SOP-61: ENERGY AUDIT PROCEDURE
ENG-SOP-62: ENERGY CHARTS & GRAPHS
ENG-SOP-63: ENERGY COMMITTEE
ENG-SOP-64: GENERAL ENERGY CONSERVATION PROGRAM
ENG-SOP-65: SPRINKLERS
Technical Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
• Engineering S.O.P
Engineering Manual
• Emergency Procedure
• Minimum Standard
Contents of Technical Service Standards
A. OPERATIONS AND ADMINISTRATION
A1 Maintenance Administration
A2 Standard Routines
A3 Engineering and Maintenance Work
A4 Preventive Maintenance
A5 Planned Special Projects
A6 Utilities - Heat, Light & Power
A7 Organisation & Staffing
A8 Engineering Office Management
A9 Budgets
A10 Purchasing and Stores
B. FIRE & SAFETY
B1 Fire Protection
B2 Bomb Threats
B3 Typhoon Procedures
B4 Safety Procedures
C. TRAINING
C1 Communication
C2 Training
C3 Training Programmes
C4 How to Improve Job Methods
C5 Foundations for Good Relations
C6 How to Handle A Problem
C7 How to Get Ready To Instruct
C8 How to Instruct
C9 Contact with Guests
C10 Summary
Technical Menu
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Hotel Management SPHM Hospitality
• Engineering S.O.P
• Engineering Manual
Emergency Procedure
• Minimum Standard
Contents of Technical Service Standards
 Directory
 Definition & Terminologies
 Fire & Evacuation
 Death /Suicide Jumper
 Robbery
 Total Power Failure
 Employee Accident/Illness
 Guest Accident/Illness
 Elevator Rescue
 Typhoon
 Earthquake
 Civil Disorder
 Bomb Threat
 Accident Prevention Program
 Safety Program
 Crisis Communication Plan
 Crisis Management Team
Technical Menu
Online Brochure SPHM
Hotel Management SPHM Hospitality
• Engineering S.O.P
• Engineering Manual
• Emergency Procedure
Minimum Standard
Contents of Technical Service Standards
1. General
2. Site
3. Guest Areas
4. Public Areas
5. Administrative Areas
6. Employee Areas
7. Housekeeping Areas
8. Support Areas
9. Food Preparation
10. Vertical Transportation
11. Miscellaneous Requirements
12. Handicapped Requirements
Online Brochure SPHM
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Hotel Management SPHM Hospitality
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Hotel sop list

  • 1. Hotel Management SPHM Hospitality Finance Food & Beverage Human Resources Marketing Rooms Front Office Rooms Housekeeping Wellness Spa Technical Services Mentor of Hospitality Standards Online Brochure SPHM
  • 2. Hotel Management SPHM Hospitality Business Plan SPHM Hospitality Mentor of Hospitality Standards • Finance • Food & Beverage • Human Resources • Marketing • Rooms (FO) • Rooms (HK) • Wellness Spa • Technical Services Operations Manual Finance Policy Manual Information Systems Policy Hotel Operation Policy Back to Main Menu Online Brochure SPHM
  • 3. Hotel Management SPHM Hospitality Operations Manual• Finance • Food & Beverage • Human Resources • Marketing • Rooms (FOP • Rooms (HK) • Wellness Spa • Technical Services Brand Standards Grid Club Brand Standards Grid Policy Manual Food & Beverage S.O.P F & B Service Manual SPHM Hospitality Mentor of Hospitality Standards F & B Production S.O.P Back to Main Menu Online Brochure SPHM
  • 4. Hotel Management SPHM Hospitality • Finance • Food & Beverage • Human Resources • Marketing • Rooms (FO) • Rooms (HK) • Wellness Spa • Technical Services SPHM Hospitality Mentor of Hospitality Standards Policy Manual Standard Operating Procedures Employee Handbook Employee Benefit Plans Employee Training Plan Human Resources Strategy Back to Main Menu Online Brochure SPHM
  • 5. Hotel Management SPHM Hospitality • Finance • Food & Beverage • Human Resources • Marketing • Rooms (FO) • Rooms (HK) • Wellness Spa • Technical Services SPHM Hospitality Mentor of Hospitality Standards Business Plan Standard Operating Procedures Marketing Training Manual Marketing Plan Hotel Digital Marketing Sales & Marketing Manual Marketing Promotions Manual Internet Marketing & Distribution Manual Marketing Strategy Back to Main Menu Online Brochure SPHM
  • 6. Hotel Management SPHM Hospitality • Finance • Food & Beverage • Human Resources • Marketing Rooms (FO) • Rooms (HK) • Wellness Spa • Technical Services Concierge S,O.P SPHM Hospitality Mentor of Hospitality Standards Reservation S.O.P Front Office S.O.P Front Office Forms Used S.O.P Guest Standard Letters Bell Staff S.O.P Back to Main Menu Online Brochure SPHM
  • 7. Hotel Management SPHM Hospitality • Finance • Food & Beverage • Human Resources • Marketing • Rooms (FO) Rooms (HK) • Wellness Spa • Technical Services Hotel Laundry Manual SPHM Hospitality Mentor of Hospitality Standards Housekeeping S.O.P Daily Service S.O.P Housekeeping Reportings Back to Main Menu Online Brochure SPHM
  • 8. Hotel Management SPHM Hospitality • Finance • Food & Beverage • Human Resources • Marketing • Rooms (FO) • Rooms (HK) Wellness Spa • Technical Services SPHM Hospitality Mentor of Hospitality Standards Spa Standard Operating Procedures Spa Operating Manual Massage Treatment Manual Spa Staff Handbook Back to Main Menu Online Brochure SPHM
  • 9. Hotel Management SPHM Hospitality • Finance • Food & Beverage • Human Resources • Marketing • Rooms (FO) • Rooms (HK) • Wellness Spa • Technical Services Design and Engineering Recommendations and Minimum Standards SPHM Hospitality Mentor of Hospitality Standards Standard Operating Procedures Engineering Operations Manual Emergency Procedures Back to Main Menu Online Brochure SPHM
  • 10. Hotel Management SPHM Hospitality Business Plan • Operations Manual • Finance Policy Manual • Info Systems Policy • Accounting Manual • Hotel Operation Policy Introduction • Corporation Mission Statement • Corporate Vision • Corporate Mission • Directions to Individual Hotels • Entrepreneurial Approach and Accountability • Resource (Asset) Management • Customers Planning Concepts • Purpose of Planning • Art of Planning • Planning is a Team Concept • Planning is an Ongoing Process • The Planning Units • Critical Issues • Strategic Thinking and Analysis • Qualities of Good Plan • Objectives, Strategies, Activites • Top Down and Bottom Up Approach • Strategic Planning Process • Objective Formulation Process • StrategicPlanning and Objective Formulation • Hotel Objectives • Divisional Objectives • Departmental Objectives • Budgeting and Financial Plan • Full Time Equivalents (FTEs) Planning Process • Step 1 - Establish Mission • Step 2 – Information Gatherin • Step 3 - Situational Analysis • Step 4 – Situational Analysis Review • Step 5 – The Marketing Plan • Step 6 – Assumptions • Step 7 – Formulate Business Objectives & Strategic Directions • Step 8 – Formulate Divisional Objectives & Strategies • Step10 – Formalize Plans • Step11 – Submission and Approval • Step12 – Implementation and Review Computer Instructions • Business Plan Excel Files • All Worksheets • Ten Year History – Summary P&L • Capital Expenditure • Outlet Marketing Analysis Worksheet • Catering Marketing Analysis Worksheet • Payroll / Staffing Worksheet SPHM Hospitality Mentor of Hospitality Standards Finance Menu Online Brochure SPHM
  • 11. Hotel Management SPHM Hospitality Account Definitions • Introduction • Balance Sheet • Assets • Cash • Cash on Hand • Cash in Bank • Time Deposit • Clearing Accounts • Accounts Receivable • AR – Trade • AR – Reserve for Doubtful Acct. • AR – Hotels and Companies • AR – Others • Inventories • Inventories–Saleable Merchandise • Inventories-Operating Supplies • Other Current Assets • Prepaid Expenses • Deferred Charges • Deposits – Current • Barter Contracts Receivable • Sundry Current Assets • Non Current Assets • Cash Fund – FF&E • Deferred – Non Current • Deposits – Non Current • Special Projects • Fixed Assets • Liabilities • Bank Overdraft and Loans • Business Plan Operations Manual • Finance Policy Manual • Info Systems Policy • Accounting Manual • Hotel Operation Policy Contents of Finance Standards • Accounts Payable • AP – Trade • AP – Hotels and Companies • AP – Others • Accrued Liabilities • AL – Salaries and Wages • AL – Employee Benefits • AL – Payroll and Income Taxes • AL – Management Fees • AL – Others • Other Current Liabilities • Guest Deposits • Barter Contracts Liability • Deferred Income • Sundry Liabilities • Provisions • Provisions-Replacement of Operating Equipments • Provision-Repairs & Maintenance • Provision-Others • Reserves • Reserve – Replacement of FF&E • Reserve – Employee Benefits • Reserve – Special Projects • Owner’s Equity • Long Term Account • Initial Working Capital • Initial Inventories • Special Funds • Current Account • Balance Brought Forward • Profit Year-To-Date • Withdrawal of Profit Share • Cumulative Gain or Loss on Trade • Comparative Statement of I&E • Other Deductions • Amortisation and Depreciation • Insurance • Insurance-Comprehensive G. Liability • Insurance – Loss of Profit • Insurance – Automobile • Rent and Rates • Rentals / Lease Rentals • Reserve for Replacement of FF&E • Special Projects • Hotel Defined Account 1 • Hotel Defined Account 2 • Gross Operating Income • Gross Operating Profit • Basic Management Fees • Incentive Management Fees • Incentive Management Fees • Owner’s Share of Profit • Total Payroll and Related Expenses • Total Payroll and Contract Services • Rooms Divison • Revenue • Accommodation Revenue – Net • Accommodation Revenue • Accommodation Rebates • No Show Revenue – Net • No Show Revenue • No Show Rebates 1 / 2 Finance Menu Online Brochure SPHM
  • 12. Hotel Management SPHM Hospitality Account Definitions • Revenue for Functions – Net • Revenue for Functions • Rebates for Functions • Other Extra Revenue – Net • Other Extra Revenue • Other Extra Rebates • Payroll and Contract Services • Payroll andRelated Expenses • Salaries and wages • Vaation Credits • Extra Wages • Payroll Related Expenses • Departmental Training • Employee Transport • Housing • Incentive Bonus • Local Bonus • Long Service Leave • Meals • Medical Expenses • Medical insurance • Recruitment • Relocation • Retirement Fund • Severance Pay • Sick Leave • Social Security • Vacation Travel • Vacation Pay Accrual • Worker’s Compensation • Employee Income Tax • Payroll Tax • Business Plan Operations Manual • Finance Policy Manual • Info Systems Policy • Accounting Manual • Hotel Operation Policy Contents of Finance Standards • Other Related Expenses • Hotel Defined Payroll Account1 • Hotel Defined Payroll Account 2 • Payroll Cross Charges • Contract Services • Provision for Operating Equipment • Provision for Chinaware • Provision for Glassware • Provision for Linen • Provision for Silverware • Provision for Uniforms • Other Expenses • Commission – Travel Agent • Commission – Others • Laundry • Laundry – Linen • Laundry – Uniforms • Laundry – General Cleaning • Cleaning Supplies • Guest Supplies • Guest Supplies-Food & Beverage • Printing and Stationery • Other Supplies • Decorations • Guest Retention / Recognition • Guest Transport • Guest Transport • Guest Complimentary Parking • Licences and Taxes • Communication Costs • Information Systems • In Room Television & Technology • Complimentary Television • Complimentary Movies • Television Information Services • Television Interactive Servies • In House Music • Guest Internet Access • Other Operating Expenses • Reservation Expenses • RE – Spirit Fees • RE – Shared Service Centre Fees • RE – Communication • RE – Internet • RE – Alternative Reservation • RE – GDS • Re – Airport Rep / Greeter • RE – Cost to Walk Guests • Sundry Equipment • Transportation • Hotel Defined Account 1 • Hotel Defined Account 2 • Market Segment Statistics 2 / 2 Finance Menu Online Brochure SPHM
  • 13. Hotel Management SPHM Hospitality Accounts Receivable Days Calculations Accrual of Vacation Pay Airline Tickets Allocation of Shared Expenses Banking Daily Receipts Bank Operating Account Business Plan Submission Cash Management Chain Allocation Costs Chart of Accounts Brochures & Other Marketing Material Communication Centre Accounting Complimentary Rooms Computation of Rooms Statistics Computer Backup Tapes/Disks Employee Loans Employee Personal Cheques Encashment of Third Party Cheques Expense Reports External Auditors Reports FF&E, and Repairs and Maintenance FF&E Register Finance Projections and Forecasts Food & Beverage Covers F&B Intra-Departmental Allocation Foreign Currency Exchange Foreign Exchange Gain/Loss Handover Notes to Incoming Hotel Annual Plans Hotel Package Accounting Hotel Rooms Available Incentive Plans Insurance Administration Inter-Departmental Charges Inter-Hotel Financial Transactions International Reservations Limited Laundry Department Accounting Management Agreement Application Management Fee Calculation Minimum Stay Processing Monthly Credit Meeting Monthly Financial Statement Meeting Monthly Financial Statements Net Room Rates No Show Revenue Operating Equipment Participation in Hotel Industry Surveys Payroll and Contract Services Pre-Book/Process and Hold Reservations Preliminary Month End Reporting Provision for Operating Equipment Provisions Purchasing Rebates and Other Reductions in Revenue Receiving Rental Income of Guest Rooms for F&B Functions Repair and Maintenance Costs GM to Accounting Controls Retirement Plan Contributions Safe Deposit Boxes Settlement of Guest Accounts Sponsorship Funds Sundry Equipment Taking of Physical Inventory Trade Advertising Bills Training Manager Salaries Translation of Financial Statements Travel Agent Commission Trustee FundsNote: Each Policy is defined with the detailed Information Of: • Policy Statement • Purpose • Procedure • Business Plan • Operations Manual Finance Policy • Info Systems Policy • Accounting Manual • Hotel Operation Policy Contents of Finance Standards Finance Menu Online Brochure SPHM
  • 14. Hotel Management SPHM Hospitality E-Mail Guidelines E-Mail Addrsses Computer Virues User Accounts System Backup – Disaster / Recovery System Backup – Reporting Requirements Non-Disclosure Agreements Software Licensing Software Duplication Non-Standard Software Internet and Third Party Dedicated Links Remote Access Internet Domain Names Mail Maintenance: Reclaim Mail Directories Internet E-Mail Address Note: Each Policy is defined with the detailed Information Of: • Policy Statement • Purpose • Procedure • Business Plan • Operations Manual • Finance Policy Manual Info Systems Policy • Accounting Manual • Hotel Operation Policy Contents of Finance Standards Finance Menu Online Brochure SPHM
  • 15. Hotel Management SPHM Hospitality INTRODUCTION Accounting and Internal Controls Hotel Organization Charts Hotel Overview Job Descriptions Key Controls PMS and POS Controls Access Controls Balance Sheet SECTION I: CASH AND BANKING House Floats Bank Accounts Cash Transactions Cash Management SECTION II: ACCOUNTS RECEIVABLE Account Receivable City Ledger • Business Plan • Operations Manual • Finance Policy Manual • Info Systems Policy Accounting Manual • Hotel Operation Policy Contents of Finance Standards Accounts Receivable Reporting Requirements Bad Debts Accounts Receivable/Miscellaneous SECTION III: REVENUE Revenue Room Revenue Food and Beverage Revenue Function Revenue Telephone/Fax and Internet Revenue Leisure Club Revenue SECTION IV: PURCHASING/ACCOUNT PAYABLE Purchasing and Payments Purchasing/Receiving Procedures Receiving Exceptions Accounts Payable Finance Menu Online Brochure SPHM
  • 16. Hotel Management SPHM Hospitality SECTION V: FOOD AND BEVERAGE COST CONTROL Food and Beverage Inventories Other Inventories Beverage Cost Control Other Reporting Requirements SECTION VI: PERSONNEL/PAYROLL Personnel/Payroll Records Maintenance/Filing Personnel Change Notice Payroll Preparation Payroll Disbursement Payroll/Miscellaneous • Business Plan • Operations Manual • Finance Policy Manual • Info Systems Policy Accounting Manual • Hotel Operation Policy Contents of Finance Standards Finance Menu Online Brochure SPHM
  • 17. Hotel Management SPHM Hospitality CONTENT: Policy Manual - General Annual Business Plan Organization Charts In-House Policy & Procedure Manual Private & Confidential Correspondence Standard Audit of Hotel System Safety and Loss Prevention Responsibility of General Managers to Accounting Control Manager’s Bonus Plans Expatriate’s Apartment Maintenance Membership of Executives Confidential Information Conflicts of Interest Claims Reporting Political Gifts and Donations Business Telephone Calls While Away • Business Plan • Operations Manual • Finance Policy Manual • Info Systems Policy • Accounting Manual Hotel Operation Policy Contents of Finance Standards Hand Over to Incoming Manager General Manager’s Monthly Report Authority Limits Room Available Room Rates Structure Room Complimentary Guest Disputes – After Check Out from Hotel Guest Complaints Financial Controller - Reporting Lines Group Fee Calculation Repairs, FF&E Alternations Guaranty of Third Party Debts Employee Personal Checks Disbursement Limitations Extension of Credit Foreign Exchange Transactions Bank Operating Account Finance Menu Online Brochure SPHM
  • 18. Hotel Management SPHM Hospitality Purchasing Insurance Administration Periodical Audit System Audit Reports – Responses Computer Contingency Plan Computer Backup Tapes/Disks Monthly Credit Meeting Monthly Financial Statement Review Monthly Financial Statements Staff Salary Advance Employee Orientation Turn Over Reports Job Descriptions Employee Conduct Sensitive Receipts/Payments Administration & General Use of Company Accommodation Employee Loans Monthly Sales Report • Business Plan • Operations Manual • Finance Policy Manual • Info Systems Policy • Accounting Manual Hotel Operation Policy Contents of Finance Standards Guest Questionnaire Overbooking/Dishonored Reservations Travel Agent Commissions Market Research Disclosures News Release Product Endorsements Advertising Graphics and Standards Travel and Entertainment Finance Menu Online Brochure SPHM
  • 19. Hotel Management SPHM Hospitality Operations Manual • Brand Standards Grid • Club Brand Standards Grid • Policy Manual • F & B SOP • F & B Service Manual • F & B Production SOP Contents of Food and Beverage Standards Role of the Corporate F&B Department Role of the F&B Department Organization of the F&B Department Administration Baquet Sales Beverages Catering Food Standards Forms Kitchen Outlets Services Dictionary of Standards Afternoon Tea A La Minute Cooking Philosophy Amenities Ashtrays Audio Visual Baby Chair Background Music Back Lane / Back of House Bands Banquet Booking Procedures Banquet Buffet Decoration Banquet Buffet High and Low Stands Banquet Call Report Banquet Chair Banquet ChairAccessories Banquet Chef Banquet Contract Banquet Cubes Banquet Call Report Banquet Chair Banquet Chair Accessories Banquet Chef Banquet Contract Banquet Cubes Banquet Communication Meetings Banquet Deposits Banquet Filling System Banquet Goal Setting Banquet Job Descriptions Banquet Letters Banquet Market Deployment / Segmentation Banquet Menus Banquet Office Etiquette Banquet Performers Banquet Photography Banquet Reports Banquet Sales Banquet Sales Check List Banquet Sales Tools Banquet Sales Training Banquet Service Banquet Show Items Banquet Solicitation Banquet Themes Bars & Entertainment Centres Bar Food Beer Beverages Beverage Packages Beverage Philosophy Beverage Tray 1 / 3 Click Next F & B Menu Online Brochure SPHM
  • 20. Hotel Management SPHM Hospitality Bill Folders Black Boards Block Out Dates Blotting Pads Bottled Water Bread Breakage Control Breakfast Breakfast Available 24 Hours Buffets Buffets Set Ups Bulletin Boards (Notice Boards) Burnishing Business Cards Business Plan Butter Café Restaurnt Camp Hotels Candles Captain Order Check Lists Chefs Table Christmas / Eid Events Cigarettes Cigars Cloakroom Club Style Service Coasters Cocktails Coffee Coffee Breaks Coffee Machines Cold Buffet Platters Collateral Comfort Food Commissary Kitchens Communication Centre Communiction Meetings Compendium Complaints Complaint Letters Concept Statements Condiments Cookies Cork Screws Cost Managemnt Covers Critical Path Cross Selling Crumb Service Culinary Philosophy Cutting Edge Database Management Decanter Departmental Operations Manual Design Cuisine Concept Dessert Buffets Dessert Menu Development of Culinary Creativity Diary Control Doorknob Menu Duty Rosters Drawing Room Dress Code Employee Restaurant Employee Specification Family Style Floor Plans Floral Decorations Font Size Food & Beverage Revenue Food Court Food Covers Food Handling Procedures Food Storage Food Trays Forms Function Order Garnishes Goodwill Gueridon Service Guest History Health and Safety Hostess Stand Hot Boxes Hot Chocolate Hot Towels Hygiene Hygiene Training Ice Standards Ice Tea Internal F&B Audit Internet Web Sites Inventory Inventory Movement Form 2 / 3 Operations Manual • Brand Standards Grid • Club Brand Standards Grid • Policy Manual • F & B SOP • F & B Service Manual • F & B Production SOP Contents of Food and Beverage Standards Click Next F & B Menu Online Brochure SPHM
  • 21. Hotel Management SPHM Hospitality Invitations Job Descriptions Kitchen Cleanliness Kitchen Culinary Philosophy Kitchen Inventories Kitchen Mise en Place Kosher Kitchen Lap Tops Lazy Susan Lecturns Library Linen Local Cuisine Local Customs Lo Books Magazine Subscriptions Market List Market Research Match Boxes Menu Menu Maintenance Mini Bar Mise Em Place Mission Statement Music Mustards Name Tags Napkins New Years Eve No No’s Offices Olive Oil Order Taking Oranic Food Outside Catering Outside Contractors Pencils Pens Photographs Pin Spots Place Cards Post Mix Promotions Props Purchasing Quality Control Reciving Recipe Exchange Recipe Mantenance Recruitment Recycling Regency Club Replenishing Requisitiong Procedures Reservation Systems Retail Restaurant Philosophy Restaurant Revenue Management Room Service Sake Sales Tools Sandwiches Satellite Kitchen Philosophy Scheduling Service Stations Show Kitchens Side Dishes Signage Signature Dishes Site Inspections Soft Drinks Spell Check Stage Stewarding Storerooms Straws Sugar Swizzle Sticks Tabletops Task Breakdowns Tea Telemarketing Temperature Control Top Twenty Trainig Training Checklists Tray / Trolley Collection Uniforms Vegetarian Menu Walkie Talkies Waste Disposal Water Websites Weddings Juices by the Glass Juice Lists Note: Each Policy is defined with the detailed Information Of: • Policy Statement • Purpose • Procedure 3 / 3 Operations Manual • Brand Standards Grid • Club Brand Standards Grid • Policy Manual • F & B SOP • F & B Service Manual • F & B Production SOP Contents of Food and Beverage Standards F & B Menu Online Brochure SPHM
  • 22. Hotel Management SPHM Hospitality Mini Bar Standard • Setup • Product Selection • Others Amenities Banquet Sales • View Sales Standards • Presentation Kit • Sales Tools • Menu Offering • Theme Party • Telephone Skills • Sale Employee • Correspondence Banquet Service • Overall Equipment Selection • Chinaware • Silverware • Glassware • Linen • Table Menus & Décor • Boardrooms Meeting Setup • Classroom Meeting Set-up • Computer/Internet Accessibility • Coffee Breaks • AV Equipment • Host / Hostess • Manager on Duty • Operations Manual Brand Standards • Club Brand Standards Grid • Policy Manual • F & B SOP • F & B Service Manual • F & B Production SOP Bar & Entertainment Center Food & Beverage Marketing Breakfast • View Breakfast Standard • Tabletop Standard • Juice Standard • Coffee Standard • Tea Standard • Hot Chocolate • Sugar • Water • Butter • Marmalade / Jam / Honey • Baker / Breads / Pastries • Toast • Cereal / Yoghurt • Fresh Fruit • Local Breakfast Items • Eggs / Hot Stations • Cold Cuts / Cheeses • A La Carte Orders • Buffet • Others Restaurant • Menu Design / Printing • Uniforms Standards • Music • Food Product • Special Non-Alcoholic Beverages • Hosts / Hostess Lounges • Lounges – Beverages • Lounges – Service Food & Beverage Retail Rooms Service • Beverages • Soups • Menus • Service • Order Taker • Waiter Show Kitchen Standards Contents of Food and Beverage Standards F & B Menu Online Brochure SPHM
  • 23. Hotel Management SPHM Hospitality Breakfast Standard • Schedule • Beverage • Food • Butter • Marmalade/Jam/Honey Day Time Standard • Food • Beverage Breakfast Standard • Schedule • Food • Beverage Late Evening • Schedule • Food • Beverage Lounge Facilities • Magazines & Newspapers • Games • Business Facilities • Operations Manual • Brand Standards Club Brand Standards • Policy Manual • F & B SOP • F & B Service Manual • F & B Production SOP Contents of Food and Beverage Standards Meeting Rooms • Room Set-Up • Services Check In / Out Procedures • Check In • Check Out Amenities and Evening Maid Services • Standard Rooms • Suites • Top Suite F & B Menu Online Brochure SPHM
  • 24. Hotel Management SPHM Hospitality Contents • Amenity Programme Banquet Guidelines Bars and Entertainment Centers - Guidelines Breakfast Available 24 Hrs Buffet Set-Ups Café Restaurants vs. Coffee Shops Comfort Food Concept Statements Departmental Operations Manuals Employee Restaurant Food & Beverage Revenues • Operations Manual • Brand Standards • Club Brand Standards Policy Manual • F & B SOP • F & B Service Manual • F & B Production SOP Contents of Food and Beverage Standards • Guest Recognition / Retention • Internal Food & Beverage Audit • Local / Regional Cuisine • Menu Content and Design Standards • Minimum F&B Standards – The top Twenty • Service Guidelines • Stewarding Guidelines • Music and Entertainment • Purchasing • Regency Club F&B Selection • Training F & B Menu Online Brochure SPHM
  • 25. Hotel Management SPHM Hospitality • Operations Manual • Brand Standards • Club Brand Standards • Policy Manual F & B SOP • F & B Service Manual • F & B Production SOP Contents of Food and Beverage Standards CONTENTS:  COMPLIMENTARY BREAKFAST  STAFFING  FORECASTING & LABOR COST CONTROL  THREE MONTH FORECAST WORKSHEET  USE OF SHOPPING SERVICES  AGGRESSIVE HOSPITALITY  COVER COUNTS  LOCAL & STATE LICENSING (HEALTH, ALCOHOLIC, BEVERAGE, DANCE, ETC.)  UNIFORMS  UNIFORM CARE  EMPLOYEE'S CAFETERIA  LEASED RESTAURANTS CONSIDERATIONS  RECIPE/USE RECORD COSTING  POTENTIAL MENU COST CALCULATION  B.E.O./BANQUET MENU COSTING  BUFFET COSTING  CATERING POTENTIAL FOOD COST CALCULATION  DIRECT EXPENSE CONTROL  ACCOUNTING FOR FIXED ASSET SUPPLIES (CHINA, GLASS, SILVER, LINEN)  ACCOUNTING FOR F&B FUNCTIONS AT COST  INTERDEPARTMENTAL TRANSFER OF FOOD & BEVERAGE ITEMS  HIGH COST ITEM CONTROL  ACCOUNTING CONTROL FOOD & BEVERAGE INVENTORIES Click Next F & B Menu Online Brochure SPHM
  • 26. Hotel Management SPHM Hospitality • Operations Manual • Brand Standards • Club Brand Standards • Policy Manual F & B SOP • F & B Service Manual • F & B Production SOP Contents of Food and Beverage Standards  SQUIRELL/MICROS POINT OF SALE REPORTS  TRANSFER OF GUEST CHECKS  CASH DROP  PURCHASING ETHICS  STOREROOM/INVENTORY CONTROL  PERIOD END INVENTORIES  PC-BASED MIS  INVENTORY MANAGEMENT  DEAD STOCK LIST  OPERATIONAL FOOD RECEIVING PROCEDURES  CLERICAL FOOD RECEIVING PROCEDURES  FOOD PARS  FOOD ORDERING PROCEDURES  FOOD INVENTORY TURNOVER  BEVERAGE PURCHASING  BEVERAGE RECEIVING PROCEDURES  BEVERAGE REQUISITIONS  PERPETUAL BEVERAGE INVENTORY  BEVERAGE INVENTORY TURNOVER  WINE BIN TAG SYSTEM  ACCOUNTING FOOD & BEVERAGE CONTROL REVIEW F & B Menu Online Brochure SPHM
  • 27. Hotel Management SPHM Hospitality • Operations Manual • Brand Standards • Club Brand Standards • Policy Manual • F & B SOP F & B Service Manual • F & B Production SOP Contents of Food and Beverage Standards F&B Hospitality Points Serving Our Guests – Our First and Last Impression Maintaining Professionalism Generally With Guests With Associates Speaking With Guests The 10 and 5 Rule One Stop Shopping Guest Complaint Guidelines Introduction: Three-Meal-A-Day Restaurant Service Pre-Shift Briefing Greeting the Guest Seating the Guest The Seating System Seat Numbering System and Pivot Point Designation Presenting the Menu Reservation Procedure Introduction Restaurant Reservation Process Basic Steps of Service Order of Service First Course is Served First Course is Cleared Second and Third Courses Arrive Second and Third Course are Cleared Entrée Plates Cleared Dessert Order Taken Dessert Order Served Dessert Order Cleared Cordials are Offered The Check is Presented General Table Service Approaching the Guest and Taking the Order At Mealtime Breakfast Lunch Dinner General Points Procedures in Order taking Writing the Order Ordering and Pick-Up Procedures Click Next F & B Menu Online Brochure SPHM
  • 28. Hotel Management SPHM Hospitality • Operations Manual • Brand Standards • Club Brand Standards • Policy Manual • F & B SOP F & B Service Manual • F & B Production SOP Contents of Food and Beverage Standards Ordering Procedures Pick-Up Procedures Pick-Up Chart Clearing Procedures Product Boards Delivery Times Service Per Meal Periods Breakfast Order of Breakfast Service Lunch Stages of Service Order of Lunch Service Dinner Stages of Service Order of Dinner Service Presentation of the Guest Check Wine Service Team Service – Fine Dining Front Server/Wait Staff Back Server/Wait Staff Food Server Assistant Composing a Meal Presenting of Flatware Serving Finger Bowls and Towels Suggestive Selling: S.P.E.A.K Suggest Specifics Patience Enthusiasm Avoid Pushiness Knowledge Merchandising Up Selling Salesmanship Suggestive Selling Tips Cordials and After-Dinner Up-selling Suggesting the Bar Offerings Opening and Closing Checklist Sample Food & Beverage Problems and Resolutions F & B Menu Online Brochure SPHM
  • 29. Hotel Management SPHM Hospitality • Operations Manual • Brand Standards • Club Brand Standards • Policy Manual • F & B SOP • F & B Service Manual F & B Production SOP Contents of Food and Beverage Standards CONTENT:  Chef's Administration Task - Opening Procedures  PA to the Executive Chef - Opening Procedures  Fruit Baskets/Bowls and Fruit Juices  Bakery Daily Tasks - Opening Procedures  Butchery Daily Tasks - Opening Procedures  Cold Kitchen & Pastry Daily Tasks - Opening Procedures  Hot Kitchen Daily Tasks - Opening Procedures  Planning of Purchasing  Food Transfer  Dairy Products Storage Procedures  Fruit and Vegetable Procedures  Fish and Seafood Procedures  Meat Procedures  Poultry Procedures  Cold-Chilled Food Procedures  Dry Food Storage  Spoilage Report  Technical Kitchen Equipment  Basic Equipment-Containers for Receiving Food Items  Kitchen Trainings  Filing System  Market Survey  The Professional Chef - Hygiene & Safety  Temperature Check List  Handling of Robot Coupe Food Processor  Sanitizing of Hands  Cleaning Task List – Sample  How to clean the Dishwashing Machine  Dishwashing Procedures  HACCP Standards  Safety in the Kitchen  Standard Recipe Form-Template  Standard Recipe Form-Template Excel F & B Menu Online Brochure SPHM
  • 30. Hotel Management SPHM Hospitality Policy Manual • S.O.P • Employee Handbook • Employee Benefit Plans • Employee Training Plans • Human Resource Strategy Contents of Human Resource Standards Contents  Absence from Hotel  Policy Statement  Purpose  Procedures Employee Discounted Accommodation  Policy Statement  Purpose  Procedure  Description of Benefits  Eligibility  Booking Procedure  Termination of Employment  General Employee Housing  Policy Statement  Purpose  Procedures Employee Communications  Policy Statement  Purpose  Procedures Employee Recognition Programmes  Policy Statement  Purpose  Procedures Executive Health Exam  Policy Statement  Purpose  Procedures  Eligibility  Frequency  Facilities  Recommended Examinations  Sample Examinations  Pre-Employment Medical Examinations General Managers’ Housing / Associate Benefits  Policy Statement  Purpose  Procedure  GM Living in the hotel  Laundry / Dry Cleaning  Food & Beverage  Housekeeping Services  GM living in hotel paid Accommod.  GM living out of the hotel  All General Managers  Use the Hotel Restaurants  Hotel Car  Telephones  Club Memberships H.R Menu Online Brochure SPHM
  • 31. Hotel Management SPHM Hospitality • Policy Manual S.O.P • Employee Handbook • Employee Benefit Plans • Employee Training Plans • Human Resource Strategy Contents of Human Resource Standards Online Brochure SPHM Human Resources S.O.P  Orientation Program  Minimum Training Standard  Skills Enhance Benefits  GM’s Bonus Plan  Controller’s Bonus Program  Incentive Plan  Associate Information Center  Performance Review  Recognition Program  Daily Huddle  Listen & Response Session  Personal Grooming  Equal Employment Opportunity  Request to Transfer  Exempt Transfer  Rehires  Applicant Flow Log  Relocation Policy  Exit Interview  Unemployment Compensation  Vacancy Listing  Employment of Relative  Employment Verification  Turnover Reporting  Reference Check  Offer Letter  Recruiting  Separation Hourly Management  Personnel Files  Employee Handbook  Meetings  Harassment in Work Place  Service Anniversary Recogniition  Remove of Company Property  Lockers and Inspections  Autorize in Company Property after Working Hour  Meals Break  Life Threatening Illnesses  Exempt/Non-Exempt Classification  Hourly Employees Maximum Rate  Payment of Wages Upon Termination  Health Benefits  Health Care Eligibility Audit  Benefits Continuation  Deceased Employees  Insurance Premiums H.R Menu
  • 32. Hotel Management SPHM Hospitality • Policy Manual • S.O.P Employee Handbook • Employee Benefit Plans • Employee Training Plans • Human Resource Strategy Contents of Human Resource Standards Employee Handbook  Chapter 1 – General Provision  Chapter 2 – Work Days; Work Hours and Rest Hours  Chapter 3 – Holidays and Leave Regulations  Chapter 4 – Remunerations  Chapter 5 – Disipline and Displinary Actions  Chapter 6 – Grievance Procedures  Chapter 7 – Termination of Emlpoyment  Chapter 8 - Miscellaneous H.R Menu Online Brochure SPHM
  • 33. Hotel Management SPHM Hospitality • Policy Manual • S.O.P • Employee Handbook Employee Benefits Plans • Employee Training Plans • Human Resource Strategy Contents of Human Resource Standards Employee Benefits Plan  Healthcare  Retirement savings and planning  Paid time off  Paid parental leave  Flexible work schedule  Professional and career development H.R Menu Online Brochure SPHM
  • 34. Hotel Management SPHM Hospitality • Policy Manual • S.O.P • Employee Handbook • Employee Benefit Plans Employee Training Plans • Human Resource Strategy Contents of Human Resource Standards Employee Training Plans:  Introduction  Types of Training  Prerequisite to Training  Training Administration  Development of Training Material  Training Plan  Requirements for a Successful Training Program  Leadership Development  Training Principles  Training Resources and Materials  Training Curricula by Positions  Strategies for Meeting Training Requirements  Training Documentation  Budget Guidance and Training Costs  Training Equipment and Supplies  Benchmarking  Annual Certifications  Annual Training Review and Planning  Responsibilities  The Challenge H.R Menu Online Brochure SPHM
  • 35. Hotel Management SPHM Hospitality • Policy Manual • S.O.P • Employee Handbook • Employee Benefits Plans • Employee Training Plans Human Resource Strategy Contents of Human Resource Standards Human Resources Strategy  Long Term Strategic Plans  Corporate Strategic Plans  Management Strategic Plans  Operational Strategic Plans  Human Resources System H.R Menu Online Brochure SPHM
  • 36. Hotel Management SPHM Hospitality Business Plan • S.O.P • Marketing Training Manual • Marketing Plan • Hotel Digital Marketing • Sales & Marketing Manual • Marketing Promotion Manual • Internet Marketing Manual • Marketing Strategy Introduction  Corporation Mission Statement  Corporate Vision  Corporate Mission  Directions to Individual Hotels  Entrepreneurial Approach and Accountability  Resource (Asset) Management  Customers Planning Concepts  Purpose of Planning  Art of Planning  Planning is a Team Concept  Planning is an Ongoing Process  The Planning Units  Critical Issues  Strategic Thinking and Analysis  Qualities of Good Plan  Objectives, Strategies, Activites  Top Down and Bottom Up Approach  Strategic Planning Process  Objective Formulation Process  StrategicPlanning and Objective Formulation  Hotel Objectives  Divisional Objectives  Departmental Objectives  Budgeting and Financial Plan  Full Time Equivalents (FTEs) Planning Process  Step 1 - Establish Mission  Step 2 – Information Gatherin  Step 3 - Situational Analysis  Step 4 – Situational Analysis Review  Step 5 – The Marketing Plan  Step 6 – Assumptions  Step 7 – Formulate Business Objectives & Strategic Directions  Step 8 – Formulate Divisional Objectives & Strategies  Step10 – Formalize Plans  Step11 – Submission and Approval  Step12 – Implementation and Review Computer Instructions  Business Plan Excel Files  All Worksheets  Ten Year History – Summary P&L  Capital Expenditure  Outlet Marketing Analysis Worksheet  Catering Marketing Analysis Worksheet  Payroll / Staffing Worksheet Contents of Sales & Marketing Standards S & M Menu Online Brochure SPHM
  • 37. Hotel Management SPHM Hospitality • Business Plan S.O.P • Marketing Training Manual • Marketing Plan • Hotel Digital Marketing • Sales & Marketing Manual • Marketing Promotion Manual • Internet Marketing Manual • Marketing Strategy  SALES & MARKETING DEPARTMENT  OFFICE HOURS OF OPERATION  RESPONSE TO CUSTOMERS  USE GUEST'S NAME  CUSTOMER FEEDBACK  WEEKLY SALES MEETING  SALES COVERAGE  READER BOARD SURVEY  TRAINNING & DEVELOPMENT  INTER-HOTEL SALES LEADS  FRANCHISE MARKETING PROGRAMS  REVENUE STRATEGY MEETINGS  PRIME SELLING TIME  LOST BUSINESS  LEAD LOG  MANAGING RESERVATION SALES  SITE INSPECTIONS  ENTERTAINING & SHOW AROUNDS  STAR REPORT  GRPUP BOOKINGS  ROOM RATES  ANNUAL BUSINESS PLAN & QUATERLY ACTION PLANS  INTERNAL AUDITS  ADVERTISING & PROMOTION  SALES OFFICE AUDIT  KEY/TARGET ACCOUNT MANAGEMENT  CRO/GDS PRODUCTIVITY  MARKETING COMMITTEE  CENTRAL RESERVATIONS SHOPPING  GENERAL MANAGER'S ROLE IN THE SALES PROCESS  BROCHURE/COLLATERAL PRINTING GUIDELINES  MEDIA POLICY  SUPPLEMENTAL INCENTIVE PLAN  MONTH END REPORTS  SALES INCENTIVE PLAN  E-COMMERCE STRATEGY Contents of Sales & Marketing Standards S & M Menu Online Brochure SPHM
  • 38. Hotel Management SPHM Hospitality • Business Plan • S.O.P Marketing Training Manual • Marketing Plan • Hotel Digital Marketing • Sales & Marketing Manual • Marketing Promotion Manual • Internet Marketing Manual • Marketing Strategy BACKGROUND AND OVERVIEW MARKETING TRAINING GOALS SESSION ONE: LEARNING ABOUT EACH OTHER SESSION TWO: INTRODUCTION TO MARKETING SESSION THREE: IMPORTANT COMPONENTS OF MARKETING SESSION FOUR: PRICING SESSION FIVE: PROMOTION SESSION SIX: CREATING MARKET MESSAGES SESSION SEVEN: SOLVING MARKETING PROBLEMS SESSION EIGHT: BUILDING MARKET LINKAGES SESSION NINE: DEVELOPING A MARKETING STRATEGY SESSION TEN: TESTING MARKETING MESSAGES AND PROMOTION MATERIALS SESSION ELEVEN: CONDUCTING A DEMONSTRATION APPENDIX I MARKETING PRACTICES FORM APPENDIX II MARKET TEST FORMS APPENDIX III HOW TO PLAY THE MARKETING GAME APPENDIX IV SOME MARKETING PROBLEMS Contents of Sales & Marketing Standards S & M Menu Online Brochure SPHM
  • 39. Hotel Management SPHM Hospitality • Business Plan • S.O.P • Marketing Training Manual Marketing Plan • Hotel Digital Marketing • Sales & Marketing Manual • Marketing Promotion Manual • Internet Marketing Manual • Marketing Strategy 1- Executive summary 1.1 Key Operating & Financial results 1.2 Segment Results 1.3 Strategies by segment 2- Supply & Demand analysis 2.1 Supply & Demand Analysis 2.2 Client Origin 2.3 Main Events 2.4 Key Trends 3- Competitors analysis 3.1-Competitors General Information 3.2-Market Share Report 3.3-Competitive Benchmarking 3.4-SWOT Analysis 3.5 USP 4- Distribution Contents of Sales & Marketing Standards 5- Marketing& Sales & Distribution Activities and Budget 5.1-Actions & Budget: Sales 5.2-Actions & Budget: Marketing 5.3-Actions & Budget: Distribution 5.4-Actions & Budget: Others 5.5-Actions & Budget: Summary 6- Sales Team 7- ADDENDUM F&B Strategies & Actions S & M Menu Online Brochure SPHM
  • 40. Hotel Management SPHM Hospitality • Business Plan • S.O.P • Marketing Training Manual • Marketing Plan Hotel Digital Marketing • Sales & Marketing Manual • Marketing Promotion Manual • Internet Marketing Manual • Marketing Strategy TABLE OF CONTENT 1. OTA Analysis 2. Booking Engine Analysis 3. Hotel Website Analysis 4. Review Analysis 5. Google Business Listing Analysis 6. Metasearch Analysis 7. Social Media Analysis 1. OTA Analysis  Select OTAs wisely  Keep things same on all OTAs  Keep your hotel's photos on OTAs  Same room types across all OTAs  Rate Parity  Seasonal and weekend rates  Keep your inventory bookable  Offer discounts and free items on OTAs  Optimize your OTA ranking 2. Booking Engine Analysis  Offer discounts, packages and promotions on booking engine Contents of Sales & Marketing Standards  Keep best hotel pictures on the booking engine page  Display hotel amenities  Show directions to your property  Bookings and review notifications  Match with website look and feel 3. Hotel Website Analysis  Website page loading time  Easy booking procedure  Mobile-friendly (Responsive) hotel website  Broken links on hotel website  High-quality photos on the website  TripAdvisor reviews and awards  Exit popup offer  Website security  Website visitor tracking  Price widget 4. Review Analysis  Positive Reviews  Neutral Reviews  Negative Reviews S & M Menu Online Brochure SPHM continue
  • 41. Hotel Management SPHM Hospitality • Business Plan • S.O.P • Marketing Training Manual • Marketing Plan Hotel Digital Marketing • Sales & Marketing Manual • Marketing Promotion Manual • Internet Marketing Manual • Marketing Strategy 5. Google Business Listing Analysis  Always maintain a good brand image of your business.  ALLOW your guests to easily locate your presence on Google.  Let them check your hotels' rates, reviews, availability and much more. 6. Metasearch Analysis  Bookable via Booking Engine on TripAdvisor  Bookable via Booking Engine on Google Hotel Ads  Bookable via Booking Engine on Trivago 7. Social Media Analysis  Booking engine integration with Facebook Contents of Sales & Marketing Standards S & M Menu Online Brochure SPHM
  • 42. Hotel Management SPHM Hospitality • Business Plan • S.O.P • Marketing Training Manual • Marketing Plan • Hotel Digital Marketing Sales & Marketing Manual • Marketing Promotion Manual • Internet Marketing Manual • Marketing Strategy Sales & Marketing Manual Content:  Marketing – Personnel  Marketing – Sales  Marketing – Reservations  Marketing – Promotions  Marketing – Public Relations  Marketing – Management System  Marketing – Sales Call  Marketing – Sales Mission  Marketing – Trade Show  Marketing – Other Marketing Related Contents of Sales & Marketing Standards S & M Menu Online Brochure SPHM
  • 43. Hotel Management SPHM Hospitality • Business Plan • S.O.P • Marketing Training Manual • Marketing Plan • Hotel Digital Marketing • Sales & Marketing Manual Marketing Promotion Manual • Internet Marketing Manual • Marketing Strategy Contents of Sales & Marketing Standards EXTERNAL PROMOTION:  Direct selling  Collateral materials  Direct mail  Handling inquiries/reservations  Familiarization trips  Packaging  Events/special promotions  Loyalty programs INTERNAL PROMOTION:  Word-of-mouth  Delivery of promise  Signature products and design  Personal selling S & M Menu Online Brochure SPHM
  • 44. Hotel Management SPHM Hospitality • Business Plan • S.O.P • Marketing Training Manual • Marketing Plan • Hotel Digital Marketing • Sales & Marketing Manual • Marketing Promotion Manual Internet Marketing Manual • Marketing Strategy THE DISTRIBUTION LANDSCAPE:  Search, Social, Mobile  Travel-Specific Search Engines  Online Travel Agencies  Flash Sales and Hot Deal Sites  Travel Inspiration and Planning  Global Distribution Systems, Connectivity and Switches  Offline and Traditional Wholesalers  Voice Reservations and Property Direct  Groups and Meetings ONLINE MARKETING STRATEGY:  The Travel Shopping Process  Attribution Models  Travel Media  Summary — Ten Points Contents of Sales & Marketing Standards DISTRIBUTION COSTS AND BENEFITS:  Commission Costs on the P&L  Variable Marketing and Reservation Fees by Channel  Conversion Rates through Direct Channels  Revenue-to-Cost Ratios by Marketing Channel  Ancillary Spend Analysis  Lifetime Value Analysis  Flow-through Analysis by Channel OPTIMAL CHANNEL MIX:  Demand Generators  Acquisition, Persuasion and Retention  Pricing Patterns  Optimal Marketing Spend S & M Menu Online Brochure SPHM
  • 45. Hotel Management SPHM Hospitality • Business Plan • S.O.P • Marketing Training Manual • Marketing Plan • Hotel Digital Marketing • Sales & Marketing Manual • Marketing Promotion Manual • Internet Marketing Manual Marketing Strategy Contents of Sales & Marketing Standards S & M Menu Online Brochure SPHM Sales Strategies  Prevent erosion of key accounts  Grow key accounts  Grow selected marginal accounts  Eliminate selected marginal accounts  Retain selected marginal accounts but provide lower-cost sales support  Obtain new business from selected prospects Advertising and Promotion Strategies  Select a blend or mix of media  Select or approve the message  Design a media schedule showing when each medium will be employed  Design a schedule of events  Carefully transmit this information to management  Supervise the development and implementation of advertising/promotion programs  Assume responsibility for the outcome Pricing Strategies  Pricing is a function of marketing  Fencing is placing restrictions on customer segments selected due to their perceived level of price elasticity
  • 46. Hotel Management SPHM Hospitality Reservation S.O.P • Front Office S.O.P • Front Office Forms Used S.O.P • Guest Standard Letters • Bell Staff S.O.P Contents of Front Office Standards  Handling of Reservation Request  Handling of VIP Reservation Request  Complimentary Reservation Request  Keying-In of Reservation Details  Overbooking  Guest Name Amendment in Reservation Folio  Cancellation of Room Reservation (Travel Agencies)  Reservation Filing System  Expected Arrival Reservations  Shift Hand-Over  Reservation Review before/upon Arrival  Occupancy Forecast  Rate Documentation  FIT Wholesale Reservations  GIT - Group Reservation  Pre-order Procedure of personal Mini-Bar Items (prior to Arrival)  Room and Rate Availability Process Diagram  Handling Telephone Reservation Requests Process Diagram F.O Menu Online Brochure SPHM
  • 47. Hotel Management SPHM Hospitality • Reservation S.O.P Front Office S.O.P • Front Office Forms Used S.O.P • Guest Standard Letters • Bell Staff S.O.P • Concierge S.O.P Contents of Front Office Standards  GSA Tasks (Morning Shift)  GSA Tasks (Afternoon Shift)  GSA Tasks (Night Shift)  Check-in Procedure (Front Desk)  Check-in Procedure in Transit (at the Airport)  Check-in Procedure (in the Guest Room)  Check-out Procedure (Front Desk)  Check-Out Procedure (in the Guest Room)  Hotel/Resort Inspection  Check-in Procedure (Walk-in Guests)  Private Butler Service  Telephone courtesy  Transferring of Calls (for Guests)  Transferring of Calls (for internal Contacts)  Taking Messages in Person (for Guests)  Taking Messages in Person (for internal Contacts)  Wake-up Call  Guest Check/Payment Statement posting (manual) continue F.O Menu Online Brochure SPHM
  • 48. Hotel Management SPHM Hospitality • Reservation S.O.P Front Office S.O.P • Front Office Forms Used S.O.P • Guest Standard Letters • Bell Staff S.O.P • Concierge S.O.P Contents of Front Office Standards  Payment posting Corrections  Paid-Out Procedure  Currency Exchange Procedure  Receiving of Payments  “Visitor/Joiner” Handling  Prevention of Guest Complaints  Call Back Service  Handling Guest Complaint  Handling Front Office Lost & Found  Handling Reconfirmation Airline Ticket F.O Menu Online Brochure SPHM
  • 49. Hotel Management SPHM Hospitality • Reservation S.O.P • Front Office S.O.P Front Office Forms Used S.O.P • Guest Standard Letters • Bell Staff S.O.P • Concierge S.O.P Contents of Front Office Standards  Credit Card Authorization Form  Confirmation Voucher  Monthly Revenue Report - Sample  Adjustment Charge Voucher  Complimentary Requisition Form  Luggage Tag  Excursion Voucher  Maintenance Request Form  Mini Bar List – Form  Miscellaneous Voucher  Paid Out Voucher  Rebate Voucher  Reservation Form  Telephone Charge  Transportation Charge  Guest Registration Card F.O Menu Online Brochure SPHM
  • 50. Hotel Management SPHM Hospitality • Reservation S.O.P • Front Office S.O.P • Front Office Forms Used S.O.P Guest Standard Letters • Bell Staff S.O.P • Concierge S.O.P Contents of Front Office Standards  Pre-Opening Welcome Letter  Sun Paradise Hotels Welcome Letter  Sun Paradise Hotels Welcome Back Letter  Inquiry Letter  Upgrade Letter  Thank You Letter (Enclosed, settled CC Payment)  Thank You Letter (individualized Text)  Thank You Letter (Travel Agents)  Reply Letter ‘Lost and Found’ Item (Retrieved)  Reply Letter ‘Lost and Found’ Item (Irretrievable)  Letter of Apology ‘Lost and Found’ Item (Accused Employee)  Authorization Letter  Money Shortage  Thank You Letter for Guest Recommendations (general)  Thank you Letter for Guest Recommendations (positive)  Thank you Letter for Guest Recommendations (negative)  Thank You Letter for Dissatisfied Guest Comments + Upgrade  Thank You Letter for Guest Recommendations (G.-Questionnaire)  Complimentary Letter - Heavy Complaints continue F.O Menu Online Brochure SPHM
  • 51. Hotel Management SPHM Hospitality • Reservation S.O.P • Front Office S.O.P • Front Office Forms Used S.O.P Guest Standard Letters • Bell Staff S.O.P • Concierge S.O.P Contents of Front Office Standards  Compensation Letter  Compensation Letter (Free Room Nights)  Dunning Letter (1st Reminder)  Dunning Letter (2nd Reminder)  Pre-Collection Letter (3rd Reminder)  No Show Charge (to Bank Account)  No-Show Charge (waived)  No-Show Charge (partial wave)  No-Show Charge (Cancellation number)  Guest Deposit  Without Prejudice  Card - 'Get well soon'  Credit over Limit  Card - Delay in Service  Farewell Letter  Over Charge Letter  Management Welcome Letter F.O Menu Online Brochure SPHM
  • 52. Hotel Management SPHM Hospitality • Reservation S.O.P • Front Office S.O.P • Front Office Forms Used S.O.P • Guest Standard Letters Bell Staff S.O.P • Concierge S.O.P Contents of Front Office Standards  DRIVER SCREENING, SELECTION, AND TRAINING  FLAG DISPLAY  TOURS  POST CONVENTION CRITIQUES  UNIFORMS SERVICE  HANDICAPPED GUESTS  GUEST LAUNDRY & DRY CLEANING  ROOMING A GUEST  CHECK-OUT PROCEDURES  LUGGAGE HANDLING  LOBBY DUTIES/POST POSITIONS  VAN MAINTENANCE PROCEDURES F.O Menu Online Brochure SPHM
  • 53. Hotel Management SPHM Hospitality • Reservation S.O.P • Front Office S.O.P • Front Office Forms Used S.O.P • Guest Standard Letters • Bell Staff S.O.P Concierge S.O.P Contents of Front Office Standards Part 1 Welcome Letter From Director of Rooms Departmental Organization Chart Part 2  Job description  Check List Part 3  Standard Operating Procedures Concierge 1 Transportation Check List 2 Airport Pick up and send off handling 3 Room Changing 4 Check In and Check Out Luggage Procedure 5 Luggage Room and Storage Procedure 6 Newspaper Delivery 7 Guest’s Mail Parcel & Package 8 Stacking of Luggage On Cart 9 Group Luggage Handling 10 Hold For Pick Up 11 Paging Service Transportation 12 Transportation Check List 13 Airport Pick up and send off handling 14 Driver’s Rule 15 Driver’s Expenses 16 Vehicle Mileage 17 Vehicle Maintenance Part 4  Acknowledgement letter by employee F.O Menu Online Brochure SPHM
  • 54. Hotel Management SPHM Hospitality Housekeeping S.O.P • Daily Service S.O.P • Housekeeping Reporting • Hotel Laundry Manual Contents of Housekeeping Standards  Standard of Cleanliness  Lost and Found  Entering Guest Rooms  Floor Attendant Services  Shoe Shine Service  Guest Request Items  Babysitting  Guest Belongings  Room Wait Requests  Shift Briefing  Work Orders  Allowing Access to Guest Rooms  Gratuities / Tips  Chain of Command  Holding Open and Securing Guest Room Door  Reasonable Job Requests  Key Control Procedure  Leaving Work Area without Authorization  Cleaning Furniture  Telephone Skill  Cleaning the Guest Corridors  Providing Turndown Service  Cleaning Service Areas and Emergency Stairway  Sweep Log  Handling Guest Laundry  Handling Guestroom Trash  Empty the Wastebasket  AM/PM Discrepant Rooms Report  Definition of a Guest  Handle Guest Complaints  Job Safety  Personal Safety  Priority Cleaning  Do Not Disturb  Guest Room Security  Room Service Trays Removal continue H.K Menu Online Brochure SPHM
  • 55. Hotel Management SPHM Hospitality Housekeeping S.O.P • Daily Service S.O.P • Housekeeping Reporting • Hotel Laundry Manual Contents of Housekeeping Standards  Housekeeping Department Hygiene and Grooming Standard  Guest Room Cleaning  Make a bed  Bathroom Cleaning  Proper Behaviour for Housekeeping Staffs  Use a Vacuum Cleaner  Handling baby Crib / Cot  Regular Turndown Service  Executive Floor Guests / VIP Flower Ordering/ Arrangements  Executive Floor Guests / VIP Turndown Service  Cleanliness & Hygiene  Daily Check List  Equipment Usage  Newspaper & Magazines  Reception Service  Towels  The safe must be opened when the guest leaves the store to check  Assist in transporting guest luggage  Say hello politely when meeting guests in the passenger elevator  Body language and attitude H.K Menu Online Brochure SPHM
  • 56. Hotel Management SPHM Hospitality • Housekeeping S.O.P Daily Service S.O.P • Housekeeping Reporting • Hotel Laundry Manual Contents of Housekeeping Standards  Sequence of the Daily Room Cleaning Service  Room Attendant/Room Maid Tasks and Responsibilities  Key Control Procedure  Work Assignment Sheets  General Safety Tips  How to enter a Guest Room  Guest Room Service Standards/Requirements  Cleaning and Dust Techniques  Makeup of a Guest Room  Guest Room Amenity Setup - Group Standard  Restocking of Mini-Bar  Lost and Found  Closet/Pantry Supply  Turndown Service  Room Status Definitions  Master Key Handout Procedures  The Professional Maid - a HK Glossary  The Professional Maid - Cleaning Techniques  Supervisor - Bathroom Inspection  Supervisor - Room Inspection  Linen Control Procedure  Public Area Cleaning Procedures  Guest Complaint and Request Handling  Telephone Handling H.K Menu Online Brochure SPHM
  • 57. Hotel Management SPHM Hospitality • Housekeeping S.O.P • Daily Service S.O.P Housekeeping Reporting • Hotel Laundry Manual Contents of Housekeeping Standards  Rooming List for Room Maids  Room Status Check List (Floor Supervisor)  Daily Mini-Bar Inventory Report - Store Requests  Mini-Bar Price List – Sample  Lost & Found Tag  Cleaning Schedule Public Areas (Public Cleaner)  Daily Mini-Bar Sales Report (all Rooms)  Room Maid Checklist Report - Room Status/Linen  Guest Laundry Checklist (Floor Supervisor/ Clerk)  Room Status Report  Sending & Returning of Laundry (Room Boy) H.K Menu Online Brochure SPHM
  • 58. Hotel Management SPHM Hospitality • Housekeeping S.O.P • Daily Service S.O.P • Housekeeping Reporting Hotel Laundry Manual Contents of Housekeeping Standards 1. Organization Chart 2. Working Hours and Vacation Plan 3. Job Description Outlines • Laundry Manager • Supervisor • Guest Contact Coordinator • Sorter • Valet Attendant • Dry Cleaning Operator • Hand Washer • Machine Washer • Valet Preser • Uniforms Finisher 4. Operating Procedures for Guest Laundry Services • Pick up Guest’s Call • Collection • Process • Delivery • Express Service 5. Operating Procedures for Washing • F & B Linen • Room Linen • Spring Cleaning 6. Operating Procedures for Dry Cleaning • Guest Clothing • Staff Uniforms • Spring Cleaning 7. Operating Procedures for Hand Ironing and Pressing • Guest Clothing • Staff Uniforms 8. Operating Procedures for Flatwork Ironing • F & B Linen • Room Linen 9. Equipment • Introduction • Maintenance • Disposal 10.Chemicals • Laundry Supply Items • Dry Cleaning Supply Items 11.Special Procedures • File Procedure • Guest Laundry Hold • Lost & Found H.K Menu Online Brochure SPHM
  • 59. Hotel Management SPHM Hospitality Spa S.O.P • Spa Manual • Massage Treatment Manual • Spa Staff Handbook Contents of Spa & Recreation Standards I. Receptionist  How to welcome a Guest  How to take a Booking in Person  How to take a Booking by Phone  How to escort a Guest to the Treatment Room  How to settle Payments  How to farewell II. Spa Procedures  Spa Etiquette for Spa Employees  Hygiene Standard of Bathrobes and Towels  How to clean a Treatment Room  How to setup a Massage Bed  How to setup the Vichy Shower  How to setup the Steam Room  How to set the Body Treatment Room  How to setup the Massage Bed for Body Treatments  How to setup the Massage Bed for Thai Massage  How to setup the Room for Oil Massage  How to setup the Bed for Oil Massage  How to set the Room for Foot Massage  How to set the Bed for Foot Massage  How to set the Room for Body Scrub  How to set the Bed for Body Scrub  How to set the Room for Thai Herbal Compress Massage  How to set the Bed for Thai Herbal Compress Massage  How to set the Room for Facial Treatments  How to set the Bed for Facial Treatments  How to handle Massage Oil for Oil Treatments  How to welcome a Guest for Treatments  How to take care of the Guest during Body Scrub Treatment continue Spa Menu Online Brochure SPHM
  • 60. Hotel Management SPHM Hospitality Spa S.O.P • Spa Manual • Massage Treatment Manual • Spa Staff Handbook Contents of Spa & Recreation Standards  How to take care of the Guest after Body Scrub Treatment  How to take care of the Guest during Hot Compress Treatment  How to take care of the Guest after Hot Compress Treatment  How to take care of the Guest during Foot Massage Treatment  How to take care of the Guest during Facial Treatment  How to take care of the Guest after Facial Treatment  How to serve hot Tea and fresh Fruits after Treatment  How to clean up the Spa Reception Area  How to clean the Spa Public Area  How to clean the Spa Locker Room  How to clean the Spa Toilet and Shower  How to empty and clean the Bathtub  How to clean the Treatment Room  How to send soiled Laundry  How to receive and store Spa Laundry III. Spa Beauty Salon Procedures  How to Setup for Manicure and Pedicure Treatment  How to take care of the Guest during Manicure and Nail polish  How to take care of the Guest after Manicure and Nail polish  How to take care of the Guest during Pedicure and Nail polish  How to take care of the Guest after Pedicure and Nail polish  Manicure and Pedicure Sanitation Standard Spa Menu Online Brochure SPHM
  • 61. Hotel Management SPHM Hospitality • Spa S.O.P Spa Manual • Massage Treatment Manual • Spa Staff Handbook Contents of Spa & Recreation Standards I. PHILOSOPHY  Spa Philosophy  The Purpose of a Policies and Procedures Manual  Defining “Policy” versus “Procedure”  Overview of the Manual  Disclaimer  Core Standards of Service  Hotel Spa Standards  Creating the Spa Atmosphere II. GENERAL MANAGEMENT  Operating Hours  Smoking  Safety  Photography  Marketing Materials  Client Access  Gender-Specific Areas  Non-Public Areas  Lost Items  Found Items  Appointment Schedule  Client Profiles – General  Client Profiles - Procedure  Daily Report  Requisitions  Petty Cash  Equipment and Systems III. HUMAN RESOURCE MANAGEMENT  Procedures  New Employee Induction  Employee Resignations  Employee Dismissals  Employee Performance Appraisals  Quality Audits  Qualifications  Employee Entry/Exit continue Spa Menu Online Brochure SPHM
  • 62. Hotel Management SPHM Hospitality • Spa S.O.P Spa Manual • Massage Treatment Manual • Spa Staff Handbook Contents of Spa & Recreation Standards  Dress Code  Confirmation Calls  Complaints  Check Out  Payments  Terms of Sale  Gift Certificate Sales  Product Returns  Retail Sales  Products and Samples  Locker Keys  Spa Tour  Consultation Form VII. STANDARD PROCEDURES  PROCEDURE: Stock Requisitions  PROCEDURE: Found Items  PROCEDURE: Lost Items  PROCEDURE: Recruitment  PROCEDURE: New Employee Induction  PROCEDURE: Employee Meetings  PROCEDURE: Employee Arrival/Departure  PROCEDURE: Spa Opening – General Areas  PROCEDURE: Spa Opening – Reading Memo Postings  PROCEDURE: Spa Opening – Reception  PROCEDURE: Spa Opening – Front Desk Appointment Review  PROCEDURE: Spa Opening – Reading Log Book  PROCEDURE: Spa Opening – Treatment Rooms/Stations  PROCEDURE: Spa Closing – General Areas  PROCEDURE: Spa Closing – Money Drop  PROCEDURE: Spa Closing – Money Drop  PROCEDURE: Spa Closing – Reception continue Spa Menu Online Brochure SPHM
  • 63. Hotel Management SPHM Hospitality • Spa S.O.P Spa Manual • Massage Treatment Manual • Spa Staff Handbook Contents of Spa & Recreation Standards  Shift Roster  Leave  Employee Meetings  Employee Communication  Telephone Etiquette  Telephone Forwarding  Telephone – Transfers  Telephone – Placing Guests on Hold  Employee Presentation IV. SPA FOOD AND BEVERAGE V. SPA PREPARATION  Maintenance  Essential Spa Cleaning  Linen  Products, Supplies and Retail Stock  Lockers  Food and Beverage  Reading Materials  Music  Diffusing Oils  Treatment Room/Station Preparation VI. CLIENT INTERACTION  Greeting/Farewell  Future Bookings  Reservations  Reservations Procedures  Reservations – Booking on Computer System  Reservations – Booking in Central Reservations  Reservations – Editing Reservations  Reservations – Wait Listing Reservations  Cancellation Policy  Reservations – Cancelling Reservations continue Spa Menu Online Brochure SPHM
  • 64. Hotel Management SPHM Hospitality • Spa S.O.P Spa Manual • Massage Treatment Manual • Spa Staff Handbook Contents of Spa & Recreation Standards  PROCEDURE: Spa Closing – Treatments Rooms/Stations  PROCEDURE: Anticipating Guest Needs  PROCEDURE: Answering Guest’s Questions  PROCEDURE: Guest Recognition  PROCEDURE: Using Professional Language  PROCEDURE: Posture  PROCEDURE: Reservation via Telephone  PROCEDURE: Reservation in Person for a Later Date/Time  PROCEDURE: Reservation in Person Requesting an Immediate Treatment  PROCEDURE: Confirmation Calls  PROCEDURE: Greeting for Clients In Person  PROCEDURE: Greeting for Telephone Call  PROCEDURE: Check In  PROCEDURE: Spa Itinerary, Packages, Multiple Services  PROCEDURE: Orienting Guest to Facilities  PROCEDURE: Spa Tour  PROCEDURE: Receiving Clients for a Treatment  PROCEDURE: Releasing Clients from a Treatment  PROCEDURE: Retail Assistance  PROCEDURE: Check Out  PROCEDURE: Payment  PROCEDURE: Payment Options  PROCEDURE: Commission and Gratuity Sheets  PROCEDURE: Client Arrives Late  PROCEDURE: Therapist Arrives Late  PROCEDURE: Complaint in Person or via the Telephone continue Spa Menu Online Brochure SPHM
  • 65. Hotel Management SPHM Hospitality • Spa S.O.P Spa Manual • Massage Treatment Manual • Spa Staff Handbook Contents of Spa & Recreation Standards  PROCEDURE: Complaint via Written Correspondence  PROCEDURE: Lost and Found IX. EMERGENCY PROCEDURES  Safety & Security  Admission, Conduct & Liability  Lack of water quality  Dealing with disorderly behavior  Emission of Gases  Serious Pool Rescue  Emergency Action  Lighting / Power Failure  Fire & Emergency Procedures X. JOB DESCRIPTIONS  SPA MANAGER  SPA RECEPTIONIST  SPA SUPERVISOR  SPA TRAINER  SPA MASSAGE THERAPIST  SPA NAIL TECHNICIAN  SPA SKIN CARE SPECIALIST  SPA BEAUTY THERAPIST  SPA ATTENDANT Spa Menu Online Brochure SPHM
  • 66. Hotel Management SPHM Hospitality • Spa S.O.P • Spa Manual Massage Treatment Manual • Job Descriptions Contents of Spa & Recreation Standards Introduction  Disclaimers and Contraindications  How Biofreeze Pain reliever Works  Basic uses and recommendations for Biofreeze Pain reliever  technique definitions MassageTherapyTreatments  Pain Relieving Series using Biofreeze and Prossage  Refresher Series using Biofreeze and Prossage  Sports Massage and Recovery Treatment Series  Speality Treatment  Self Care Series Selling Product Resources Author Biographys Spa Menu Online Brochure SPHM
  • 67. Hotel Management SPHM Hospitality • Spa S.O.P • Spa Manual • Massage Treatment Manual Spa Staff Handbook Contents of Spa & Recreation Standards  Introduction  Communication  Communication with Clients  General Communication Skills  Dealing with the Problem Client  Scheduling Appointments  Information Needed in Appointment Book  Client Consultation  Pricing  Refunds and Credits  Job Description  Assistant Training  Service Duties  Cleaning Duties  Sick Day Policy  Vacation  Holidays  Work Schedule  Work Attendance  Your Appearance  Personal Telephone Calls  Health and Safety Spa Menu Online Brochure SPHM
  • 68. Hotel Management SPHM Hospitality Engineering S.O.P • Engineering Manual • Emergency Procedure • Minimum Standard Contents of Technical Service Standards GENERAL ENG-SOP-01: PROPERTY OPERATION TERMINOLOGY ENG-SOP-02: CUSTOMER PROGRAM ENG-SOP-03: ORGANIZATIONAL CHART ENG-SOP-04: TRAINING MANUALS ENG-SOP-05: SHOP ORGANIZATION ENG-SOP-06: POWER PLANT ORGANIZATION ENG-SOP-07: WORK SCHEDULES ENG-SOP-08: UNIFORM CONTROL ISSUE ENG-SOP-09: PERSONAL APPEARANCE & DRESS CODE ENG-SOP-10: DEPARTMENTAL MEETINGS ENG-SOP-11: PROCEDURE REVIEW ENG-SOP-12: SOP AUDIT PROCESS & REVIEW OPERATIONS ENG-SOP-13: EQUIPMENT CHECK LOGS ENG-SOP-14: ENGINEER ASSIGNMENT REPORT ENG-SOP-15: READINGS ENG-SOP-16: EQUIPMENT REPAIR MANUAL LIBRARY ENG-SOP-17: PURCHASING CONTROL ENG-SOP-18: CHART OF ACCOUNTS ENG-SOP-19: PREFFERED VENDORS ENG-SOP-20: PREFFERED SERVICE VENDOR LIST ENG-SOP-21: BUDGET REVIEW & CONTROL ENG-SOP-22: ASSET SELECTION ENG-SOP-23: ROUTINE MAINTENANCE REQUESTS ENG-SOP-24: SAFETY WORK ORDER ENG-SOP-25: PROJECT WORK ENG-SOP-26: PREVENTATIVE MAINTENACE ADMINISTRATION ENG-SOP-27: GUEST ROOM PREVENTATIVE MAINTENANCE ENG-SOP-28: ELECTRICAL DISTRIBUTION PREVENTATIVE ENG-SOP-29: FUEL EFFICIENCY TESTS ENG-SOP-30: DISABILITY ACT continue Technical Menu Online Brochure SPHM
  • 69. Hotel Management SPHM Hospitality Engineering S.O.P • Engineering Manual • Emergency Procedure • Minimum Standard Contents of Technical Service Standards continue ENG-SOP-31: FREON DISCHARGE ENG-SOP-32: FACILITY CONSERVATION FACILITY SERVICES ENG-SOP-33: CONTRACT SERVICES ENG-SOP-34: WARRANTIES ENG-SOP-35: GROUNDSKEEPING ENG-SOP-36: PARKING AREA ENG-SOP-37: EXTERIOR SIGNING & SECURITY LIGHTING ENG-SOP-38: ENGINEERING SERVICE REQUESTS LOSS PREVENTION ENG-SOP-39: KEY CONTROL ENG-SOP-40: ENVIRONMENTAL COMMITTEE ENG-SOP-41: SECURITY ENG-SOP-42: SHOP & JOB SAFETY ENG-SOP-43: HAZARDOUS CHEMICALS ENG-SOP-44: UNDERGROUND STORAGE TANKS ENG-SOP-45: COMPRESSED GAS CYLINDERS ENG-SOP-46: RECORD RETENTION ENG-SOP-47: TOOL INVENTORY CONTROL ENG-SOP-48: VEHICLE MAINTENANCE ENG-SOP-49: ELECTRICAL LOCK OUR PROCEDURES ENG-SOP-50: EMERGENCY PREPAREDNESS ENG-SOP-51: LIFE SAFETY/OPERATION & TRAINING ENG-SOP-52: EMERGENCY TELEPHONE LIST ENG-SOP-53: MOBILE COMMUNICATIONS ENG-SOP-54: EMERGENCY VALVE CHART ENG-SOP-55: VALVE CHARTS ENG-SOP-56: MAJOR EQUIPMENT & AREAS SERVED Technical Menu Online Brochure SPHM
  • 70. Hotel Management SPHM Hospitality Engineering S.O.P • Engineering Manual • Emergency Procedure • Minimum Standard Contents of Technical Service Standards ENERGY MANAGEMENT ENG-SOP-57: ENERGY MANAGEMENT COMPUTER ENG-SOP-58: ENERGY MANAGEMENT HOUSEKEEPING ENG-SOP-59: ENERGY MANAGEMENT KITCHEN ENG-SOP-60: ENERGY BILL RECONCILIATION ENG-SOP-61: ENERGY AUDIT PROCEDURE ENG-SOP-62: ENERGY CHARTS & GRAPHS ENG-SOP-63: ENERGY COMMITTEE ENG-SOP-64: GENERAL ENERGY CONSERVATION PROGRAM ENG-SOP-65: SPRINKLERS Technical Menu Online Brochure SPHM
  • 71. Hotel Management SPHM Hospitality • Engineering S.O.P Engineering Manual • Emergency Procedure • Minimum Standard Contents of Technical Service Standards A. OPERATIONS AND ADMINISTRATION A1 Maintenance Administration A2 Standard Routines A3 Engineering and Maintenance Work A4 Preventive Maintenance A5 Planned Special Projects A6 Utilities - Heat, Light & Power A7 Organisation & Staffing A8 Engineering Office Management A9 Budgets A10 Purchasing and Stores B. FIRE & SAFETY B1 Fire Protection B2 Bomb Threats B3 Typhoon Procedures B4 Safety Procedures C. TRAINING C1 Communication C2 Training C3 Training Programmes C4 How to Improve Job Methods C5 Foundations for Good Relations C6 How to Handle A Problem C7 How to Get Ready To Instruct C8 How to Instruct C9 Contact with Guests C10 Summary Technical Menu Online Brochure SPHM
  • 72. Hotel Management SPHM Hospitality • Engineering S.O.P • Engineering Manual Emergency Procedure • Minimum Standard Contents of Technical Service Standards  Directory  Definition & Terminologies  Fire & Evacuation  Death /Suicide Jumper  Robbery  Total Power Failure  Employee Accident/Illness  Guest Accident/Illness  Elevator Rescue  Typhoon  Earthquake  Civil Disorder  Bomb Threat  Accident Prevention Program  Safety Program  Crisis Communication Plan  Crisis Management Team Technical Menu Online Brochure SPHM
  • 73. Hotel Management SPHM Hospitality • Engineering S.O.P • Engineering Manual • Emergency Procedure Minimum Standard Contents of Technical Service Standards 1. General 2. Site 3. Guest Areas 4. Public Areas 5. Administrative Areas 6. Employee Areas 7. Housekeeping Areas 8. Support Areas 9. Food Preparation 10. Vertical Transportation 11. Miscellaneous Requirements 12. Handicapped Requirements Online Brochure SPHM Technical Menu
  • 74. Hotel Management SPHM Hospitality www.ceo5051.wixsite.com/sphm-hospitality BACK TO FIRST PAGE OF PRESENTATION