Hotel sop list
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Hotel Standard Operation Procedures is to give you understanding the minimum requirement for your hotel operations
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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
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