The document outlines the policies and procedures for purchasing at Amithya Hotels & Resorts. It details the roles and responsibilities of the purchasing department to ensure best value, quality standards are met, and that goods are ordered according to hotel specifications. The procedures cover the requisition, tender, and ordering processes. It also provides guidelines for supplier selection and evaluation, price controls, and regular meetings to review purchasing activities and reports. The goal is to obtain competitive prices while maintaining quality, food safety, and compliance with company policies.
The document discusses various procedures and controls for hotel accounting and security of financial information. It covers topics like checks and balances in inventory, payroll, cashiering and accounting procedures. Some key controls mentioned are dividing duties between multiple people, using sequential numbering, password protection, access controls and audit trails for computers. The document also provides guidance on security of the physical accounting office and cash.
Procedure for receiving message on telephone and in person
paging and types of paging a guest
Handling guest room key cards
Processing of key cards
Handling guest mail
Wake up call
procedure of room change
Guest complaints and types
The document discusses customer relations and needs. It defines internal and external customers. The key needs of customers are identified as friendliness, understanding, fairness, control, options/alternatives, and information. Specific aspects of each need are described. The document also discusses customer service skills noticed in a project like patience, attentiveness, communication, product knowledge, and understanding customers. It notes customer expectations that were and were not met during a service experience.
Food and bevarage department in the Hotel IndustryMa E.C.C.
The document discusses various aspects of food and beverage operations in hotels. It covers the organizational structure of kitchens, bars, catering departments, and other food and beverage areas. It also discusses key roles such as executive chefs, sommeliers, and banquet managers. Additionally, it outlines concepts like cost of goods sold (COGS) and details the costs that make up COGS, such as raw materials, labor, and allocated overhead costs.
Etiquettes, Courtesies & Mannerisms of a Hotel ProfessionalUdit Mukherjee
The way we project ourselves to the world in terms of our overall presence helps us create an identity for us. Etiquette, Courtesies and Mannerisms are the cornerstone of the hotel industry and it is ever so important to develop a mastery over them.
How to Handle Guest with Complaints in HotelHotelCluster
The key to running a successful hotel is customer service. A big part of this is addressing customer complaints and ensuring that these complaints are resolved to the customer’s satisfaction. Successful resolution will have a positive effect on the customer, who will be more conducive to returning to the hotel in the future, as the way the complaint was handled and resolved makes the customer feel special and shows him that the hotel is genuinely interested in keeping its customers happy and satisfied.
1) Understanding customers' preferences and expectations and exceeding them is key to rising above competition.
2) Poor customer service, such as ignoring customers or not answering their queries, can result in customers not returning and telling many others about their negative experience.
3) Having a positive attitude and being willing to help customers is important, as customers will remember how they were treated.
This document provides training on enhancing customer service skills. It discusses creating a customer-centric environment by listening, giving undivided attention, appreciating individuality, and more. It defines customer service, outlines customer rights, and describes types of customers including new/existing, wavering, and defecting customers. It then focuses on becoming a solution creator for new/existing customers and managing conflict with wavering and defecting customers using tools like the 3 Rs and 10 commandments of customer service. The training emphasizes resolving issues in a respectful manner.
The document discusses various procedures and controls for hotel accounting and security of financial information. It covers topics like checks and balances in inventory, payroll, cashiering and accounting procedures. Some key controls mentioned are dividing duties between multiple people, using sequential numbering, password protection, access controls and audit trails for computers. The document also provides guidance on security of the physical accounting office and cash.
Procedure for receiving message on telephone and in person
paging and types of paging a guest
Handling guest room key cards
Processing of key cards
Handling guest mail
Wake up call
procedure of room change
Guest complaints and types
The document discusses customer relations and needs. It defines internal and external customers. The key needs of customers are identified as friendliness, understanding, fairness, control, options/alternatives, and information. Specific aspects of each need are described. The document also discusses customer service skills noticed in a project like patience, attentiveness, communication, product knowledge, and understanding customers. It notes customer expectations that were and were not met during a service experience.
Food and bevarage department in the Hotel IndustryMa E.C.C.
The document discusses various aspects of food and beverage operations in hotels. It covers the organizational structure of kitchens, bars, catering departments, and other food and beverage areas. It also discusses key roles such as executive chefs, sommeliers, and banquet managers. Additionally, it outlines concepts like cost of goods sold (COGS) and details the costs that make up COGS, such as raw materials, labor, and allocated overhead costs.
Etiquettes, Courtesies & Mannerisms of a Hotel ProfessionalUdit Mukherjee
The way we project ourselves to the world in terms of our overall presence helps us create an identity for us. Etiquette, Courtesies and Mannerisms are the cornerstone of the hotel industry and it is ever so important to develop a mastery over them.
How to Handle Guest with Complaints in HotelHotelCluster
The key to running a successful hotel is customer service. A big part of this is addressing customer complaints and ensuring that these complaints are resolved to the customer’s satisfaction. Successful resolution will have a positive effect on the customer, who will be more conducive to returning to the hotel in the future, as the way the complaint was handled and resolved makes the customer feel special and shows him that the hotel is genuinely interested in keeping its customers happy and satisfied.
1) Understanding customers' preferences and expectations and exceeding them is key to rising above competition.
2) Poor customer service, such as ignoring customers or not answering their queries, can result in customers not returning and telling many others about their negative experience.
3) Having a positive attitude and being willing to help customers is important, as customers will remember how they were treated.
This document provides training on enhancing customer service skills. It discusses creating a customer-centric environment by listening, giving undivided attention, appreciating individuality, and more. It defines customer service, outlines customer rights, and describes types of customers including new/existing, wavering, and defecting customers. It then focuses on becoming a solution creator for new/existing customers and managing conflict with wavering and defecting customers using tools like the 3 Rs and 10 commandments of customer service. The training emphasizes resolving issues in a respectful manner.
This document provides a self-introduction and presentation by Hari Krishna on customer relationship management services. It acknowledges the faculty member, Latha Diwakar, for her guidance. Hari Krishna visited Vijetha Super Market for his project work. The presentation defines customers and customer service, identifies internal and external customers with examples. It analyzes different types of external customers and methods to identify customer needs and satisfaction. Bottlenecks in customer service are identified along with solutions. Customer perception, satisfaction, delight and retention are discussed. Various customer service skills observed internally and externally are assessed.
The document discusses the importance of quality service for the success of restaurants. It outlines 4 key areas of quality service: 1) listening and following up with customers, 2) showing courtesy, 3) always being available to serve customers, and 4) establishing connections with customers. Several specific techniques are described under each area, such as taking thorough orders, addressing customer needs promptly, and bidding customers farewell when they leave.
Guests are the most important people in any business. They are not outsiders but rather the purpose of the business. A business exists to serve guests and fulfill their needs and wants. Guests should be treated with respect and courtesy as satisfied guests are crucial to a business's success and growth. Dissatisfied guests will often tell others about negative experiences, so complaints must be resolved promptly and politely to retain the guest's business. Providing excellent guest service through greeting, understanding needs, explaining products, suggesting additional items, and thanking guests can help create satisfied and returning guests.
This document is a presentation by Ravindra Shinde on customer relationship management. It discusses the key concepts of internal and external customers, customer service, and the different types of external customers including loyal, impulse, discount, need-based, and wandering customers. Specific examples of Amazon's internal and external customers are provided. The document also outlines how to handle an angry customer by remaining calm, not taking it personally, actively listening, sympathizing, apologizing gracefully, finding a solution, and thanking the presenter for their guidance.
The document discusses developing excellent customer service. It outlines the objectives of understanding customer service's nature and impact on business, and discovering communication skills to deliver excellent customer service. It discusses that customer service involves human perceptions, feelings, and emotions. There are two dimensions of customer service: procedural systems and processes for delivery of products/services, and how service providers interact with customers on a personal level. It provides tips for good customer service, including having a positive attitude, enjoying working with people, and viewing the job as a human relations profession.
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
The document discusses best practices for customer service and communication. It provides tips for how to positively interact with customers, including listening actively, maintaining eye contact, avoiding distractions, and following up on commitments. It also covers how to handle confrontational situations, working as a team, embracing diversity, and resolving conflicts. The overall message is that strong communication skills are key to providing excellent customer service.
Frankfinn Presentation on Customer Relationship Management by Hricha DhungelHrichaDhungel
This document is a presentation on customer relationship management submitted by Hricha Dhungel. It contains an introduction to CRM, tasks on defining key terms like customer and customer service, analyzing customer needs and satisfaction levels during a visit to Big Bazar store, skills for customer service, and how to handle angry customers. The presentation concludes with lessons learned on customer retention and a bibliography.
This document provides an overview of a staff training presentation by Chad Troutman and Nicole Theohary of Upserve. It discusses the high turnover rates in the restaurant industry, how to hire the right employees by asking the right questions, effective training tactics like education and shadowing, strategies to retain employees like conducting exit interviews and measuring tenure, and how Upserve can help monitor staff performance. The presentation aims to help restaurants train their staff to be successful and reduce costs associated with high turnover.
This document provides guidance on proper telephone etiquette and skills. The objectives are to state the importance of professional telephone service, provide suitable greetings and farewells, use the phone effectively by transferring or placing calls on hold properly, and taking messages. Key tips include answering promptly, identifying yourself and department, offering assistance, asking permission to place on hold, explaining delays, informing callers of transfers, staying on the line until transfers are complete, taking detailed messages, and ending calls positively by thanking the caller.
The document outlines the key skills and responsibilities of a receptionist. It discusses that receptionists are often the first point of contact and must embody professionalism through their behavior and appearance. Core responsibilities include communication skills like greeting visitors, answering phones, and ensuring information flows accurately. Receptionists also need strong technology, organization, and multitasking skills to handle multiple tasks simultaneously like phone calls and visitors. Additional important qualities are friendliness, intelligence about the company, tolerance, patience, confidence, and being likable and approachable.
The document discusses the importance of customer service in the travel and tourism industry. It states that customer service should be given utmost attention as it plays a big role in whether a company succeeds or fails. It emphasizes the need to provide highly personalized service so customers feel valued. Additional principles discussed include exceeding customer expectations due to industry competition, focusing on customer loyalty, competitive edge and cost reduction, ensuring positive first impressions, having knowledgeable staff who can provide quick and accurate service and information, developing a good company image, implementing customer service policies, and meeting various customer needs through effective communication and teamwork across an organization.
This document provides guidance on taking phone orders and delivering room service orders at a hotel. It outlines the steps to 1) greet the guest and take the order politely by phone, including repeating the order for confirmation, 2) prepare the order by writing the ticket and readying equipment, 3) deliver the order to the guest's room following proper etiquette, and 4) complete necessary paperwork like the activities book and billing. The goal is to provide excellent customer service at each step of the room service process.
This document provides guidance on effective telephone communication and etiquette. It discusses the importance of being aware of one's communication over the phone at work, home or on a mobile device. Every phone call is an attempt at information exchange between two people, so observing proper telephone etiquette is important for effective communication. The document outlines best practices for answering calls, placing calls, transferring calls, putting callers on hold, handling multiple calls, ending calls, taking messages and dealing with angry or mistaken callers. It emphasizes speaking clearly, listening attentively, identifying oneself, avoiding distractions and using a polite tone.
A training for new staff who will learn....
*The importance of Personal Hygiene
and Grooming
*Hotel Grooming Standards
*How to wash hands correctly
For more hospitality trainings visit
www.foodandbeveragetrainer.com
The document is a front office operations manual that includes:
- An overview of front office job descriptions and responsibilities for positions like the front office manager, assistant front office manager, and reservations manager.
- Sections covering front office standards, organization, principles of good service, and how to get to know the hotel and front office department.
- The manual provides guidance for front office staff on properly handling reservations, guest services, room assignments, and other front office procedures.
STANDARD OPERATING PROCEEDURES OF HOTEL INDUSTRY,VILLAS .pdfKiranDas54
SOP DEFINED FOR HOTEL INDUSTRY, VILLA PROPERTIES, HOSPITALITY INDUSTRY.
SERVING FOOD AND BEVERAGE
TABLE LAY OUT
FORMAL AND INFORMAL TABLE SET UP
COMMUNICATION SKILLS
INTERPERSONAL SKILLS
PERSONAL HYGIENE
DND ROOMS
LAUNDRY MANAGEMENT'
HOUSEKEEPING CHEMICALS
This document discusses communication within and between departments in the food and beverage industry. It outlines that effective communication is needed both internally and externally. Internally, there are formal, informal, and consensus forms of communication. Formal communication flows vertically between managers and subordinates, and horizontally between coworkers. Informal communication spreads through personal networks. Consensus requires agreement among groups. Key internal communications are described between food and beverage and production, housekeeping, and front office departments to coordinate tasks like food preparation, cleanliness, staff uniforms, guest charges, and event details. External communication involves agencies, authorities, and other organizations.
Service excellence is about taking an integrated approach to business that puts the customer at the center of everything it does.
Service excellence is underscored by a compelling business philosophy that promotes the establishment of long term, mutually trusting and profitable relationships with customers.
The aim of this training is to develop a sense of customer intimacy, and explored the ways in which organizations build their knowledge and understanding of their customers’ needs and expectations, and how customers perceive the performance of the organizations
Procedure for purchasing, purchasing orders, and selection of suppliersQusi Alqarqaz
The purpose of this procedure is to ensure, evaluate and select suppliers of materials on their ability to fulfill specific contract requirements, procurement, communication of adequate details of requirements to the supplier and receiving inspection and verification of purchased products.
This document outlines areas that should be covered in an internal audit of a manufacturing company. It discusses 12 key areas: purchases, sales, creditors, debtors, subcontracting, inventory, export incentives, price escalation, cash management, payroll, labor contractors, and a review of management information systems and internal controls. The goal is to evaluate financial records, internal processes, and risks to help management ensure efficiency, effectiveness and compliance.
This document provides a self-introduction and presentation by Hari Krishna on customer relationship management services. It acknowledges the faculty member, Latha Diwakar, for her guidance. Hari Krishna visited Vijetha Super Market for his project work. The presentation defines customers and customer service, identifies internal and external customers with examples. It analyzes different types of external customers and methods to identify customer needs and satisfaction. Bottlenecks in customer service are identified along with solutions. Customer perception, satisfaction, delight and retention are discussed. Various customer service skills observed internally and externally are assessed.
The document discusses the importance of quality service for the success of restaurants. It outlines 4 key areas of quality service: 1) listening and following up with customers, 2) showing courtesy, 3) always being available to serve customers, and 4) establishing connections with customers. Several specific techniques are described under each area, such as taking thorough orders, addressing customer needs promptly, and bidding customers farewell when they leave.
Guests are the most important people in any business. They are not outsiders but rather the purpose of the business. A business exists to serve guests and fulfill their needs and wants. Guests should be treated with respect and courtesy as satisfied guests are crucial to a business's success and growth. Dissatisfied guests will often tell others about negative experiences, so complaints must be resolved promptly and politely to retain the guest's business. Providing excellent guest service through greeting, understanding needs, explaining products, suggesting additional items, and thanking guests can help create satisfied and returning guests.
This document is a presentation by Ravindra Shinde on customer relationship management. It discusses the key concepts of internal and external customers, customer service, and the different types of external customers including loyal, impulse, discount, need-based, and wandering customers. Specific examples of Amazon's internal and external customers are provided. The document also outlines how to handle an angry customer by remaining calm, not taking it personally, actively listening, sympathizing, apologizing gracefully, finding a solution, and thanking the presenter for their guidance.
The document discusses developing excellent customer service. It outlines the objectives of understanding customer service's nature and impact on business, and discovering communication skills to deliver excellent customer service. It discusses that customer service involves human perceptions, feelings, and emotions. There are two dimensions of customer service: procedural systems and processes for delivery of products/services, and how service providers interact with customers on a personal level. It provides tips for good customer service, including having a positive attitude, enjoying working with people, and viewing the job as a human relations profession.
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
The document discusses best practices for customer service and communication. It provides tips for how to positively interact with customers, including listening actively, maintaining eye contact, avoiding distractions, and following up on commitments. It also covers how to handle confrontational situations, working as a team, embracing diversity, and resolving conflicts. The overall message is that strong communication skills are key to providing excellent customer service.
Frankfinn Presentation on Customer Relationship Management by Hricha DhungelHrichaDhungel
This document is a presentation on customer relationship management submitted by Hricha Dhungel. It contains an introduction to CRM, tasks on defining key terms like customer and customer service, analyzing customer needs and satisfaction levels during a visit to Big Bazar store, skills for customer service, and how to handle angry customers. The presentation concludes with lessons learned on customer retention and a bibliography.
This document provides an overview of a staff training presentation by Chad Troutman and Nicole Theohary of Upserve. It discusses the high turnover rates in the restaurant industry, how to hire the right employees by asking the right questions, effective training tactics like education and shadowing, strategies to retain employees like conducting exit interviews and measuring tenure, and how Upserve can help monitor staff performance. The presentation aims to help restaurants train their staff to be successful and reduce costs associated with high turnover.
This document provides guidance on proper telephone etiquette and skills. The objectives are to state the importance of professional telephone service, provide suitable greetings and farewells, use the phone effectively by transferring or placing calls on hold properly, and taking messages. Key tips include answering promptly, identifying yourself and department, offering assistance, asking permission to place on hold, explaining delays, informing callers of transfers, staying on the line until transfers are complete, taking detailed messages, and ending calls positively by thanking the caller.
The document outlines the key skills and responsibilities of a receptionist. It discusses that receptionists are often the first point of contact and must embody professionalism through their behavior and appearance. Core responsibilities include communication skills like greeting visitors, answering phones, and ensuring information flows accurately. Receptionists also need strong technology, organization, and multitasking skills to handle multiple tasks simultaneously like phone calls and visitors. Additional important qualities are friendliness, intelligence about the company, tolerance, patience, confidence, and being likable and approachable.
The document discusses the importance of customer service in the travel and tourism industry. It states that customer service should be given utmost attention as it plays a big role in whether a company succeeds or fails. It emphasizes the need to provide highly personalized service so customers feel valued. Additional principles discussed include exceeding customer expectations due to industry competition, focusing on customer loyalty, competitive edge and cost reduction, ensuring positive first impressions, having knowledgeable staff who can provide quick and accurate service and information, developing a good company image, implementing customer service policies, and meeting various customer needs through effective communication and teamwork across an organization.
This document provides guidance on taking phone orders and delivering room service orders at a hotel. It outlines the steps to 1) greet the guest and take the order politely by phone, including repeating the order for confirmation, 2) prepare the order by writing the ticket and readying equipment, 3) deliver the order to the guest's room following proper etiquette, and 4) complete necessary paperwork like the activities book and billing. The goal is to provide excellent customer service at each step of the room service process.
This document provides guidance on effective telephone communication and etiquette. It discusses the importance of being aware of one's communication over the phone at work, home or on a mobile device. Every phone call is an attempt at information exchange between two people, so observing proper telephone etiquette is important for effective communication. The document outlines best practices for answering calls, placing calls, transferring calls, putting callers on hold, handling multiple calls, ending calls, taking messages and dealing with angry or mistaken callers. It emphasizes speaking clearly, listening attentively, identifying oneself, avoiding distractions and using a polite tone.
A training for new staff who will learn....
*The importance of Personal Hygiene
and Grooming
*Hotel Grooming Standards
*How to wash hands correctly
For more hospitality trainings visit
www.foodandbeveragetrainer.com
The document is a front office operations manual that includes:
- An overview of front office job descriptions and responsibilities for positions like the front office manager, assistant front office manager, and reservations manager.
- Sections covering front office standards, organization, principles of good service, and how to get to know the hotel and front office department.
- The manual provides guidance for front office staff on properly handling reservations, guest services, room assignments, and other front office procedures.
STANDARD OPERATING PROCEEDURES OF HOTEL INDUSTRY,VILLAS .pdfKiranDas54
SOP DEFINED FOR HOTEL INDUSTRY, VILLA PROPERTIES, HOSPITALITY INDUSTRY.
SERVING FOOD AND BEVERAGE
TABLE LAY OUT
FORMAL AND INFORMAL TABLE SET UP
COMMUNICATION SKILLS
INTERPERSONAL SKILLS
PERSONAL HYGIENE
DND ROOMS
LAUNDRY MANAGEMENT'
HOUSEKEEPING CHEMICALS
This document discusses communication within and between departments in the food and beverage industry. It outlines that effective communication is needed both internally and externally. Internally, there are formal, informal, and consensus forms of communication. Formal communication flows vertically between managers and subordinates, and horizontally between coworkers. Informal communication spreads through personal networks. Consensus requires agreement among groups. Key internal communications are described between food and beverage and production, housekeeping, and front office departments to coordinate tasks like food preparation, cleanliness, staff uniforms, guest charges, and event details. External communication involves agencies, authorities, and other organizations.
Service excellence is about taking an integrated approach to business that puts the customer at the center of everything it does.
Service excellence is underscored by a compelling business philosophy that promotes the establishment of long term, mutually trusting and profitable relationships with customers.
The aim of this training is to develop a sense of customer intimacy, and explored the ways in which organizations build their knowledge and understanding of their customers’ needs and expectations, and how customers perceive the performance of the organizations
Procedure for purchasing, purchasing orders, and selection of suppliersQusi Alqarqaz
The purpose of this procedure is to ensure, evaluate and select suppliers of materials on their ability to fulfill specific contract requirements, procurement, communication of adequate details of requirements to the supplier and receiving inspection and verification of purchased products.
This document outlines areas that should be covered in an internal audit of a manufacturing company. It discusses 12 key areas: purchases, sales, creditors, debtors, subcontracting, inventory, export incentives, price escalation, cash management, payroll, labor contractors, and a review of management information systems and internal controls. The goal is to evaluate financial records, internal processes, and risks to help management ensure efficiency, effectiveness and compliance.
20200723211644D3064_NEW Ses1112 Chap13 The Expenditure Cycle - Purchasing to ...koranberita11
This document provides an overview of the expenditure cycle, which involves the processes of ordering, receiving, approving invoices, and paying for goods and services. It describes the key decisions and activities within each process, potential threats to them, and example controls to mitigate those threats. The learning objectives are to understand the basic activities in the expenditure cycle as well as explain the processes, decisions, threats, and relevant controls for ordering, receiving, approving invoices, and cash disbursements.
Procurement of supplies and equipment'sAnkitaKadam20
The document discusses various aspects of procurement processes including definitions, objectives, key steps, and considerations. It defines procurement as acquiring items through preparation and processing of supply demands. The main objectives are obtaining supplies at affordable costs and ensuring quality, brand, and timely delivery. The key steps in a procurement process involve determining needs, creating purchase requisitions, reviewing requests, approving budgets, requesting quotations, negotiating contracts, receiving goods, matching documents, approving invoices, and record keeping. Other topics covered include inventory control principles and criteria for proper storage of procured items.
The document outlines the purchasing process and its importance. Purchasing includes researching suppliers, negotiating prices, managing contracts, payments, and supplier relationships. The objectives of purchasing are to obtain materials at minimum cost, ensure continuous production flow, increase asset usage, develop alternative suppliers, maintain good supplier relations, integrate with other departments, and train personnel. The purchasing process involves recognizing needs, selecting suppliers, placing orders, following up on orders, receiving and inspecting materials, paying invoices, maintaining records, and managing vendor relationships.
The document discusses purchase management and the purchasing process. It describes the key objectives of purchasing as ensuring the right materials are purchased at the right price, from the right suppliers, at the right time, and delivered to the right place. The main responsibilities of the purchasing department are learning material needs, supplier selection, price negotiation, quality monitoring, and ensuring delivery. The purchasing cycle begins with a purchase requisition and proceeds through supplier selection, purchase order placement, delivery, and payment. Methods for value analysis to reduce costs are also outlined.
The document discusses the importance of establishing a formal purchasing process for businesses. It outlines the typical steps in a purchasing cycle, including needs analysis, purchase requisition, purchase order review, requests for proposals, contract negotiation, shipping/receiving, invoice approval, and accounting updates. Implementing best practices for purchasing can help reduce waste, risks, and expenses while improving efficiency, profits, and value. A well-defined process is key to optimal supply chain management, cost savings, and auditability.
This document outlines areas that should be covered in an internal audit of a manufacturing company. It discusses 12 key areas: purchases, sales, creditors, debtors, subcontracting, inventory, export incentives, price escalation, cash management, payroll, labor contractors, and a review of management information systems and internal controls. For each area, it provides 1-3 sentences on audit procedures and checks that should be performed. The conclusion reiterates that this covers many important but not all potential audit areas, and is meant to be a starting point rather than a standardized audit program.
Pritesh P Gharat discusses the key elements of the procurement cycle. The cycle begins with establishing a need through a purchase indent. This indent is scrutinized and suppliers are selected. Requests for quotation are issued and purchase orders are created upon approval of quotes. Goods are received, inspected, stored and invoices are processed for payment. Maintaining this cycle helps ensure the right materials are procured at the right time, quantity, quality and price.
1661351055Unit 6 1058-V1 Purchase and Stores Management.pdfahsansaeed78
This document discusses the key elements of purchase and storage management in construction projects. It covers the important elements of purchasing including selecting the right source, price, quality, time, and quantity. It also describes the materials purchasing system, including the indenting, enquiry, offer processing, and ordering stages. Finally, it discusses the role of warehouses or stores in construction management for effective storage and management of materials.
The document discusses purchasing/procurement management and outlines key concepts. It begins with definitions of purchasing and procurement and their role in supply chain management. It then covers traditional roles and how they have evolved, highlighting how procurement now supports various functions across the organization. The document also outlines the supplier selection process and criteria for evaluating suppliers. It provides an overview of the typical purchase order process flow and documents involved. Finally, it discusses supplier resource management and factors to consider when managing supplier relationships.
Procurement and best business practicesMueen Yousuf
The document discusses the procurement process. It begins by defining procurement as the process of sourcing and acquiring goods and services needed by a company. It then outlines the various steps in the procurement process, which includes need recognition, defining specifications, soliciting bids, issuing a purchase order, delivery and payment. The document also discusses the importance and objectives of procurement, as well as goals such as improving competitiveness and maintaining quality suppliers.
1) Vendor qualification is the process used by finished dosage form manufacturers to approve vendors for active pharmaceutical ingredients (APIs) that will be used in products. It involves selecting vendors based on criteria like quality, delivery, price, and auditing them.
2) Vendors are categorized as A, B, or C depending on which tests they perform on APIs. Category A vendors perform all tests, B vendors are well-known and certified, and C vendors undergo full testing by the manufacturer.
3) The vendor qualification process determines if a vendor is suitable and can consistently supply quality APIs. It aims to develop long-term supplier relationships and ensure regulatory expectations are met.
Auditing of vendors and production departmentPRANJAY PATIL
The document discusses vendor audits in the pharmaceutical industry. It provides details on the objectives, parameters, and steps of conducting a vendor audit. The key points are:
- Vendor audits assess a vendor's quality management system, practices, documentation, and adherence to standards to ensure their products and services meet requirements.
- Important parameters reviewed include ISO certifications, manufacturing facilities, packaging and labeling standards, and data handling procedures.
- The goals are to evaluate quality control measures and management commitment to quality standards required by regulations.
- Conducting vendor audits helps reduce costs and risks by gaining insight into supplier processes and compliance.
Audit of Expenditure and Disbursement CycleAngela Torres
This document summarizes an audit of expenditure and disbursement cycles. It describes the nature of expenditures and disbursements, the types of transactions and documents involved. It outlines the business functions of purchasing, receiving, accounts payable and cash disbursements. It discusses control objectives around transaction authorization, execution and recording. It also describes assessing control risk by understanding the system, documenting controls and testing key controls related to purchasing, receiving and cash disbursements.
The document discusses the importance of quality control for purchased products. It outlines several key aspects of evaluating suppliers and ensuring quality, including:
1) Evaluating suppliers is important to ensure the best suppliers are available and meet requirements. This involves assessing suppliers on factors like capacity, financials, processes, and performance.
2) Purchasing departments must set clear conditions of supply in writing with vendors regarding quality standards, testing procedures, sample requirements, and acceptance inspection methods.
3) Quality control organizations should be involved in procurement to analyze competing products and verify that purchases meet the company's overall requirements for quality.
The document discusses the process of vendor qualification in the pharmaceutical industry. It defines what a vendor is and different types of vendors. It then describes the classification of vendors into categories based on risk and provides examples. The key steps in the vendor selection process are analyzed, including defining requirements, identifying candidates, evaluation criteria, vendor briefings and selection. Finally, the document outlines the procedure for qualifying new raw material and packaging material vendors, which includes sample testing, audits, approval and transferring to the permanent vendor list.
This document outlines the standard operating procedures for purchasing at Al Shifa Hospital Pvt. Ltd. It details the 22 steps in the purchasing process from raising a purchase request to disposing of damaged or expired items. Key responsibilities include the purchase assistant collecting quotations, purchase manager preparing purchase orders, and store incharge receiving, storing, and maintaining stock. Suppliers are evaluated every six months based on quality and delivery ratings to determine inclusion on the approved supplier list.
Similar to AMITHYA HOTELS & RESORTS POLICIES & PROCEDURES STANDARD OPERATING PROCEDURE (20)
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AMITHYA HOTELS & RESORTS POLICIES & PROCEDURES STANDARD OPERATING PROCEDURE
1. AMITHYA HOTELS & RESORTS
POLICIES & PROCEDURES STANDARD OPERATING
PROCEDURE
AREA : Accounting & Finance DATE :
POLICY NO :
SECTION : All Accounting & Finance Staf
SUBJECT : Purchasing
POLICY STATEMENT:
PURPOSE:
Responsible of the purchasing department is to ensure that:
The best value for money is obtained in term of price, quantity and quality
acceptable to the Hotel.
Orders are processed in the system based on complete approved requisition
documents.
Goods are ordered and delivered in accordance with Hotel’s specifications and
delivery schedules.
Actively assist various departments in the disposal of discarded equipment,
furniture and other Fixed Assets by obtaining best possible prices.
Monitor and comply with Minimum quality standard by specifying to the vendor of
the said requirements.
PROCEDURE:
1. PAYMENT DOCUMENT
1.1. Up on Requisition process
Market List
Daily request to purchase fresh F&B kitchen such as meat poultry, fruit, vegetable
etc. Raised either manually or through IMS.
Urgent Market List
Urgent purchase ordered directly by Kitchen after purchasing office hour. Manual
market list orders are retrospectively passed to receiving and purchasing after
order.
Purchase Requisition
Request to purchase Non-Food, Non store items as and when required such as
guest supplies, operating equipment, engineering spares etc.
Recovery Purchase Requisition
Urgent purchase ordered directly by user department.
Recovery PRs are retrospectively passed to receiving and purchasing after order.
Capital Expenditure Requisition
Request to incur CAPEX based on approved yearly CAPEX budget. Such as Fixed
asset and renovation expenditure
2. AMITHYA HOTELS & RESORTS
POLICIES & PROCEDURES STANDARD OPERATING
PROCEDURE
Order Request
Request generated from IMS to replenish Par level in Store.
1.2. Up on Tender Process
Process of abstaining competitive quotation from supplier.
1.3. Up on Order process
Purchase Order
Formal order generated from IMS to order goods from supplier, based on agreed
prices, quantities, quality and credit term.
Deposit for purchased
Advance payment to supplier before delivery of goods or rendering of service,
based on agreed term and condition. PO is raised for account payable to process
payment.
Petty Cash Voucher
Urgent purchases of item with specified minimum value such as miscellaneous
item.
Letter of Award
Agreement to buy purchasing to specified term and conditions as a result of
tender exercise.
Supplier Contract
Agreement to provide goods or service according to specified term and condition.
Generally maintenance contract, bulk purchase with sponsorship, consignment
item, cleaning service etc.
Group Contract
Contract negotiated by corporate to obtain benefit of bulk purchase of goods.
1.4. Up on Good delivered & Service rendered process
Invoice
Billing to hotel of item delivered. Some delivery orders/Note serve as an invoice.
2. STANDARD GUIDELINES
2.1. Original Document
Purchasing department is to order goods based on only original requisition
document.
2.2. User Right
IMS User rights for purchasing department staf should be in accordance with
approved guideline.
Deviation are to be approved by IT Manager.
2.3. Food Safety Management System Requirements
Purchasing Department is to ensure that Supplier Premises (storage,
temperature, hygiene requirements etc.) and Delivery Vehicles (eg : chiller trucks)
comply with Food Safety Requirements.
3. AMITHYA HOTELS & RESORTS
POLICIES & PROCEDURES STANDARD OPERATING
PROCEDURE
2.4. Purchase Specifications
User Departments and Purchasing Department are to create Purchasing
Specifications for all items.
Purchasing Specifications should be created from sample products which have
been inspected, tested and evaluated. Purchasing is to ensure that evaluation of
product samples are documented and include the following:
2.4.1. F&B Items
• Quality and Food safety requirements to be inspected and verified by
User Departments through usage in recipes and Food Tests eg :
Butcher Tests, Yield Tests, Blind Yield Tests.
• Specific, detailed description of the product:
Physical and functional characteristics of the product eg size, weight, brand,
packaging, delivery condition etc.
Expiry date, manufacture date or useful life of the product.
2.4.2. Printed Materials
Printed materials include:
Internal Use eg: Purchase Requisitions, Overtime Forms etc.
Guest Use eg: F&B Menus, Guest stationary in rooms etc.
Evaluation and written approval should be obtained from General
Manager based on the following standards:
Internal User Materials - Wording and format to comply with standards and
Hotel internal requirements.
Guest Use Materials - Wording on documents to comply with Minimum Quality
Standards.
Quality and workmanship of Artwork/ Materials in final form, from Designers
and Printers to be inspected.
2.4.3. Non- Technical Maintenance Contracts
Non-technical maintenance contracts include maintenance of
equipment such as photocopiers, computers, cleaning etc.
4. AMITHYA HOTELS & RESORTS
POLICIES & PROCEDURES STANDARD OPERATING
PROCEDURE
Terms & Conditions of maintenance agreements to be evaluated from technical
and descriptive contract/ brochures/ catalogues.
2.4.4. Technical Maintenance Contracts
Technical Maintenance Contracts usually include Labor and materials and require
recommendations from Users Departments eg: Engineering/ IT.
Terms & Conditions of maintenance agreements should include:
- Basis of charging of Labor, Materials, Spares etc.
- Original Equipment Manufacturer Certificate, if applicable or authority by Original
Equipment Manufacturer to do repairs.
- Minimum safety standards.
2.4.5. Air Tickets
Panel of approved IATA certified Travel Agents should be evaluated for competitive
pricing, reliability and service to Hotel.
The Travel Agent contracts should be reviewed on a yearly bases based on feedback
from User Departments.
2.4.6. Purchase Specifications in IMS
• Cost Control to create Item Codes in IMS and include Purchasing Specifications
in the Item Description.
2.5. Quotations from Suppliers - 3 Quotation Rule
To ensure that value for money is obtained through the Tender Process:
At least 3 comparable, competitive, quotes are to be obtained for each item.
Exceptions to the 3 Quotation rule are to be justified and documented on
Purchase Documents. Exceptions are to be approved by Financial Controller and
General Manager
Sole Suppliers
Suppliers may be Sole Suppliers due to unique product requirements and market
conditions, or where no other source is available and no other alternative
arrangement can be made.
- No alternative quotation is necessary for Suppliers who are Sole Suppliers,
provided that selection of such Suppliers was according to an approved
5. AMITHYA HOTELS & RESORTS
POLICIES & PROCEDURES STANDARD OPERATING
PROCEDURE
evaluation process.
- Obtain and retain on file:
Documented justification why no alternative Suppliers are available.
Relevant Certificates/ Licenses eg: Certificate of Original equipment
Manufacturer.
2.6. Supplier Base Used To Obtain Quotations
Generally, Suppliers:
• Are sourced by Purchasing Department.
• Are recommended by User Departments, Sister Hotels or Corporate Office.
• Approach Hotel directly.
The following factors are to be documented and evaluated by Purchasing Supervisor
before inviting Suppliers to tender.
2.6.1. Inspection of Supplier Premises
Purchasing supervisor is to carry out Inspection of Supplier Premises. The following items
should be checked and documented:
• Identity & Credentials of Key Staf - Directors and key contact staf.
• Company particulars - Telephone/ fax numbers, addresses
(Suppliers should not be operating from P.O. Box Numbers) etc.
Suppliers operating as Individuals (and not Companies) should not be selected unless it is
industry practice or no alternative Suppliers are available.
Size Of Company - Size of operating area, number of staf, business volume,
financial stability etc.
Compliance with:
- Food Safety Requirement production requirements - temperature of chillers/
freezers, storage procedures, chiller trucks, cleanliness of premises and vehicles, staf
personal hygiene and health screening etc.
2.6.2. Supplier Licenses
Purchasing Supervisor is to ensure that Suppliers hold valid Licenses/ Permits/ Hygiene
Certificates etc. in accordance with local regulations:
• Copy of Supplier Licenses and Certificates are to be obtained and filed.
6. AMITHYA HOTELS & RESORTS
POLICIES & PROCEDURES STANDARD OPERATING
PROCEDURE
• Record of Licenses & Certificates is to be maintained, and new copies obtained
upon expiry.
2.6.3. Delivery Requirements by Hotel
Purchasing Supervisor is to ensure that the Supplier is able to:
• Meet Hotel’s delivery schedules (timing of delivery during receiving operating hours)
and order quantities (bulk purchases, weekend/ public holiday requirements).
• Meet Hotel’s product specifications (compliance with purchase specifications and Food
Safety Requirement).
2.6.4. Compliance with Code of Ethics
• Selection of Suppliers is to be in accordance with Code of Ethics Guidelines:
- Business is awarded based on quality and price without personal favoritism.
- Business should not be awarded to ex-staf.
- Gifts should not be solicited and personally accepted. Gifts that cannot be refused or
returned must be donated and documented to Human Resources.
Sponsoring of Hotel Annual Staf Party gifts is acceptable. However, the following
guidelines apply:
Cash - to be paid directly to General Cashier and Official Receipt raised.
Goods - Receiving to verify goods delivered and Zero Value Receiving Record to be
raised.
Reduction of amounts owed to Suppliers - authorization letter from Supplier to
Financial Controller advising amount to be deducted.
- Staf’s and staf’s immediate family should not have interest in, or be an Of a
Supplier (except by way of shares held in a Public Company), unless with the
written approval of the Managing Director.
• Human Resources is to ensure that all Purchasing staf sign the Code of Ethics on a
yearly basis and this is filed in the staf’s Personnel File in Human Resources
Department.
2.6.5. Approval of Suppliers
Suppliers who comply with above requirements are to be approved by Purchasing
Supervisor.
7. AMITHYA HOTELS & RESORTS
POLICIES & PROCEDURES STANDARD OPERATING
PROCEDURE
2.6.6. Approved Supplier List in IMS
Suppliers who comply with the above requirements will be input into IMS as part of the
Approved Supplier List:
Approved Supplier List is to be printed at least every 6 months and reviewed by the
Purchasing Supervisor
• Approved Suppliers who are unable to meet the above requirements should be
blacklisted and excluded from future Tenders.
• Purchasing supervisor should ensure that eforts are made to continually source for
new Suppliers to increase the Approved Supplier List used to call for tenders.
2.7. Controls over Prices Awarded To Suppliers
2.7.1. Market Survey - Market List Items
Market Surveys are to be conducted as a basis to evaluate tender quotations.
• Guidelines to conducting surveys are as follows:
- Frequency - conducted before each Tender exercise, or at least once a month where
item prices are volatile.
- Coverage - high usage items and high value purchases (based on last 6 months
actual consumption).
- Location - diferent markets covering both retail and wholesale markets.
- Conducted By - representatives from Purchasing, Cost Control and Kitchen. Staf
conducting Market Survey should be rotated.
• Items and prices surveyed are to be tabulated and compared against
quotations, and used to negotiate reduction in prices.
• Market Survey Report is to be distributed to Financial Controller, Executive Chef and
relevant Division Heads.
2.7.2. Quotation History in IMS
All quotations received should be input into IMS
• Historical data of Suppliers and quotations is to be used for negotiation of future
tenders.
• Quotation history is to be maintained for at least 6 months, or for a period which will
allow meaningful comparison with current prices.
2.7.3. Price Variance Report from IMS
8. AMITHYA HOTELS & RESORTS
POLICIES & PROCEDURES STANDARD OPERATING
PROCEDURE
Price Variance Report shows changes in prices between last purchase price and current
purchase price.
To ensure no unauthorized overriding of price quotes updated in IMS:
• Variances of more than 5% should be explained and signed of by Purchasing Supervisor
and copied to:
- Cost Controller - for justification in F&B Cost Controller’s Report and for review of
price changes as per Correction Log generated from IMS.
- Financial Controller and relevant Division Heads.
2.7.4. Confidentiality of Price & Other Information
Price and other confidential information should not be shared with competitors.
2.8. Monthly Purchasing Meeting
• A Monthly Purchasing Meeting should be held, attended by General
Manager, Financial Controller, Division Heads and Cost Controller.
• Reports to be discussed include and should not be limited to:
- High usage items and high value purchases (based on last 6 months actual
consumption).
- Contracts awarded.
- Market Survey Reports.
- Price Variance Reports.
- Inspection of Supplier Premises.
- Food Safety Management System Reports.
- Reports on sample products tested.
- Report on Suppliers Performance - Complaints/ rejection by User
Departments/ Blacklisted Suppliers/ Deliveries Before & After Receiving Hours.
- Deviation from Order Report from Receiving/ Cost Control.
- Food & Beverage Cost Controller’s Report.
- Old pending Purchase Orders.
- Stock out situations, if any.
- Slow/ Non Moving Inventory.
3. TENDER PROCESSING
A Tender is a process of obtaining competitive quotations for a particular item, to ensure
selection of a Supplier who is able to deliver the price, quantity and quality which is
acceptable to the Hotel.
Purchasing Department is responsible for carrying out the Tender Exercise. Generally,
Tenders are carried out as follows:
Market List Item:
Fixed contract – Previous period process, quotations and final prices selected are
9. AMITHYA HOTELS & RESORTS
POLICIES & PROCEDURES STANDARD OPERATING
PROCEDURE
documented on a tender summary.
Store item:
Upon Request by user department – previous price, quotation and final price selected are
documented on the PR. Also to review fixed contract – Previous period process, quotations
and final prices selected are documented on a tender summary.
Direct Purchase:
Upon Request by user department – previous price, quotation and final price selected are
documented on the PR.
Capital Expenditure:
Upon Request by user department – previous price, quotation and final price selected are
documented on the PR.
3.1. Invitation to Tender
3.1.1. Frequency of Calling for Tenders
Frequency of calling for Tenders depends on type of item, local market
conditions, volatility of prices and availability of supply. Examples:
Perishables: monthly or Quarterly.
Non Perishables: 6 monthly quotes
Capital Expenditure: as when purchase is made
3.1.2. Suppliers Invited To Tender
• Suppliers invited to submit quotations should be selected from Approved Supplier
List.
Exceptions should be Suppliers of non-recurrent purchases and special projects.
• To ensure that quotations submitted are competitive:
- Suppliers invited to tender should be rotated i.e. The same Supplier should not be
invited to tender for several successive tender exercises.
- Lack of Supplier rotation should be justified and reasons documented on Tender
Summary/ Purchase Requisition (e.g.: limited Suppliers able to meet Hotel’s
specifications).
3.1.3. Terms & Conditions of Tender
Terms & Conditions of Tender are usually referred to as Tender Documents and are
used by Suppliers as a basis to submit quotations. Tender Documents should specify:
• Validity Period of Tender:
- Period during which prices tendered are applicable.
10. AMITHYA HOTELS & RESORTS
POLICIES & PROCEDURES STANDARD OPERATING
PROCEDURE
- Supplier to guarantee fixed prices during period of tender.
• Right to spot check:
- Receiving- quantity and quality of goods delivered by Supplier.
- Purchasing - Supplier premises and equipment.
• Breach of Terms & Conditions
- Right of Hotel to reject substandard quality, excess deliveries and non-compliance
with Food safety requirements.
- Right of Hotel to charge Supplier for extra charges incurred by Hotel where Supplier
is unable to meet Hotel’s quantity requirements.
• Submission of Tender
- Date Tender Documents should be submitted to Hotel.
- Method of submission eg: sealed quotations, fax etc.
3.2. Submission of Quotations
• Quotations submitted are subject to the following guidelines:
Single Item tender or single purchase requisition from Rp 0 to Rp 50 Million
method of submitting quotations is using facsimile.
Single Item tender or single purchase requisition above Rp 50 Million method of
submitting quotations is using sealed Quotation.
3.2.1. Sealed Quotations
• Quotations to be signed by Supplier and Company chop affixed on Tender Documents
submitted by Supplier.
• A Tender Committee comprising of the Cost Control, Purchasing Supervisor and User
Division Head is to be formed. Quotations should be in sealed envelopes, addressed
to
Tender Committee.
• Sealed quotations are to be opened in the presence of the Tender
Committee.
3.2.2. Original Copy of Quotation
Quotations to Purchasing Department should be on Company Letterhead with
Company chop affixed.
Purchasing Department to stamp Date Received for audit trail.
3.2.3. Fax Quotations
Faxed quotations to Purchasing Department should be on Company Letterhead with
Company Chop affixed. Purchasing Department to stamp Date Received for audit trail.
11. AMITHYA HOTELS & RESORTS
POLICIES & PROCEDURES STANDARD OPERATING
PROCEDURE
3.3. Processing Of Tenders
3.3.1. Documentation of Quotations
Quotations and Previous Period Suppliers/ prices should be documented as
follows:
• Market List/ Store - Tender Summary
• Direct Purchases - Purchase Requisition
Supplier quotations should be attached to Tender Summary/Purchase Requisitions for audit
trail.
3.3.2. Evaluation of Quotations
Quotations should be evaluated as follows:
• Sealed Quotations - by Tender Committee.
• Fax/ telephone quotations - by Purchasing Supervisor.
Evaluation consists of:
a. Price Evaluation
Evaluate price as follows:
• Price Comparison
Compare quotations to:
- Market Surveys.
- Quotation History in IMS.
- Other quotations received.
• Net Price
Calculate Net Price i.e the price after including all relevant costs. For example, Net Price
for imported items should include:
- Transport Charges and Handling which are either:
-Free On Board (FOB) - Hotel bears insurance and freight costs; or
- Cost Insurance & Freight (CIF) - Supplier bears insurance and freight costs.
- Local clearing charges and transportation to Hotel premises.
- Applicable taxes and duties as per local regulations.
- Exchange rate fluctuations.
- Assembly and installation costs.
• Evaluate other factors which afect price such as:
- Advance Payments required before delivery.
- Payment & Credit terms.
12. AMITHYA HOTELS & RESORTS
POLICIES & PROCEDURES STANDARD OPERATING
PROCEDURE
- Refund and Goods Return Policies.
- Discounts for Bulk Purchase
- Sponsorship from Suppliers - Performance Incentives (for minimum quantities
purchased) and/ or Advertising & Promotion Funds (contribution of funds to
Hotel’s marketing & advertising activities/ printed materials).
- Warranties/ Guarantees/ After Sales Service.
- Urgency of delivery.
b. Quality Evaluation
• Product Acceptability
Evaluate compliance with User Department’s requirements:
- F&B Items - quality and Food Safety Requirement inspected and verified by Food Tests eg:
Butcher Tests, Yield Tests, and Blind Yield Tests.
- Other Items - quality or workmanship of samples inspected and tested; or evaluated from
technical and descriptive brochures/ catalogues.
c. Other Factors
• Reliability - Ability to consistently meet Hotel’s standards, specifications, delivery
schedules and volume requirements.
3.3.3. Negotiation with Supplier
• Purchasing Department is to use the tender evaluation to negotiate the best value for
money.
• Revision to original quotations are to be documented as follows:
• Fax / Telephone Quotations - Verbal changes to original quotations should be
documented and signed of by Purchasing Supervisor.
3.3.4. Selection of Final Price
• Generally, the lowest quote should be selected as the Final Price
• If lowest price is not selected, exception should be justified, reasons documented on
the Tender Summary/ Purchase Requisition (example: superior quality, compliance with
specifications etc.) and written approval of Financial Controller obtained.
3.4. Approval of Final Price
• Market List Tender Summary - approved by Financial Controller and
Executive Chef.
• Store Items Tender Summary - approved by Financial Controller and
relevant Division Head.
• Direct Purchases (Purchase Requisitions) - approved by Financial Controller and
13. AMITHYA HOTELS & RESORTS
POLICIES & PROCEDURES STANDARD OPERATING
PROCEDURE
General Manager.
3.5. Awarding Of Tender
• Market List and Store Tenders - issue Letter of Award/ Hotel Contract
authorized as per Delegation of Authority.
• Direct Purchases - issue Purchase Order as authority to purchase.
3.6. Cancelled/ Rejected/ On Hold Purchase Requisitions
Purchasing to inform User Departments of Purchase Requisitions that have been
cancelled/ rejected; and follow-up with explanations and clarifications for Purchase
Requisitions that are On Hold.
3.7. Tender Process - Disposal of Fixed Assets
Purchasing Department is responsible for obtaining quotations for sale of Fixed
Assets:
• Disposal of Fixed Asset Form approved by Financial Controller is to be
used to obtain quotations from either Dealers or staf.
• Dealers/ Staf to submit quotations and Purchasing to evaluate quotations
(as per Tender procedures).
• Generally, highest quotation from Dealer/ highest bid from Staf is to be
selected and documented on the Disposal of Fixed Asset Form.
• If highest price not selected, exception is to be justified and reasons
documented on the Disposal of Fixed Asset Form (eg: price is inclusive of dismantling/
removal/ transport).
4. ORDER PROCESSING
4.1. Requisition Process by User Departments
Requisitions will be raised by User Department and sent to Purchasing as follows:
• Normal Purchasing Procedure
- Market List
Food-Perishables ordered the day before required delivery, using IMS or manual system
input item required and quantity to order. Requisition authorized by executive Chef.
14. AMITHYA HOTELS & RESORTS
POLICIES & PROCEDURES STANDARD OPERATING
PROCEDURE
- Store Order Request
Food, beverage and Nonfood item. Using IMS by inputting balance and order column. Print
hard copy for approval but authorized person. Requisition authorized by executive chef for
food item and F&B manager for beverage item, as for non-food by relevant division head
or Financial Controller.
- Direct Purchases – Purchase Requisition
Nonfood, non-store items. Complete detail in PR; quantity description, date required,
reason for requisition, present quantity on hand, use per month and special instruction.
Requisition is authorized by relevant division head.
- Capital Expenditure
Fixed asset, Renovation expenditure. Complete detail in Capital Expenditure Requisition
i.e. budget reference, budget amount used, quantity, description and special instruction.
Requisition is authorized by division head.
• By Pass Normal Purchasing Procedure
- Urgent Market List
Food perishables items. Complete details in urgent market list order and kitchen order
directly from authorized suppliers. Urgent market list order retrospectively passed to
purchasing and receiving after order. Authorization by executive chef.
- Recovery Purchase Requisition
Nonfood and non-store items. Complete details in PR as above. PR retrospectively passed
to receiving after ordering. Requisition is authorized by relevant division head.
• Purchasing Supervisor to ensure that:
- Orders are processed only on Original Requisition Documents.
- Requisition Documents are checked and approved by designated staf.
- Signatures on Requisition Documents are checked against an updated list of specimen
Authorized Signatories.
- Requisition Documents contain necessary information to generate Purchase Orders; and
for acceptance of delivery by Receiving.
- Purchase Requisitions are Serially Numbered for cross reference to Purchase Orders.
15. AMITHYA HOTELS & RESORTS
POLICIES & PROCEDURES STANDARD OPERATING
PROCEDURE
4.2. Processing Of Purchase Orders in IMS
Orders are created in IMS
4.2.1. Purchase Orders - Key Controls
Purchase Orders are to have the following particulars:
• Serial number.
• Date Purchase Order created.
• Supplier details - name, address, telephone etc.
• Item - description, quantity, unit price, total cost.
• Delivery date.
• Requisitioning Department for delivery and charging of expenditure.
• Cross-reference to Purchase Requisitions.
• Terms & conditions of order:
- Purchase Order number to be quoted on Supplier Delivery Documents/ Invoices.
- Delivery only to Receiving.
• Authorized Signatory.
4.2.2. Market List Orders
To ensure next day delivery:
• Process on daily basis after submission of Market List Orders by Kitchen by 11:00am
cut-of.
• Market List Orders after 11:00am cut-of may have to be processed as Petty Cash
Purchase or Urgent Purchase.
Procedures same as Petty Cash Purchases and Urgent Purchases - Market List Items.
4.2.3. Store Orders
• Orders are to be generated from IMS by Store, taking into account Order processing
cycle and Supplier delivery schedules. Re-order, minimum and maximum levels to be
used when ordering.
• Process after approval of Orders by Authorized Signatories.
4.2.4. Advance Payments
Purchasing to raise Purchase Order to Accounts Payable to process Advance Payment.
4.2.5. Partial Deliveries
Generally relate to high usage Store items where quantity is ordered in
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bulk, to take advantage of discounts for bulk purchase. Quantities
ordered will be delivered in installments, as and when required by User.
Purchasing Department will:
• Raise only 1 Purchase Order for bulk purchase (same as Store Orders).
• Inform Supplier of delivery quantities as and when Order Request is received from
Store.
New Purchase Order need not be raised.
• Receiving will accept Partial deliveries and input delivery into IMS based on copy of
Original Purchase Order. Original Purchase Order will be submitted by Receiving to
Accounts Payable upon final delivery.
4.3. Authorization of Purchase Orders
Purchase Orders are to be authorized in by Financial Controller & General Manager.
4.4. Items/ Deliveries without Purchase Orders
4.4.1. Urgent Purchases - Market List Items
Kitchens should not order directly from Suppliers.
However, Urgent Market List purchases may be made by Kitchen after Purchasing Office
hours. Procedure as follows:
• Sous Chef to raise Urgent Market List Order and order directly from Suppliers from
the Approved Supplier List.
• Urgent Market List Order is to be approved by Executive Chef.
• Urgent Market List Order to be passed to:
- Receiving:
Verify and accept delivery based on Urgent Market List Order.
Input Delivery Document/invoice into IMS once Purchase Order has been
retrospectively created by Purchasing.
Attach Approved Urgent Market List to Delivery Document/Invoice
Receiving Records for audit trail.
- Purchasing:
Retrospectively create a Purchase Order in IMS for receiving to input Delivery
Document/Invoice.
Investigate prices that do not match Final Prices awarded to select Suppliers.
4.4.2. Urgent Purchases - Direct Purchases
User Departments should not order directly from Suppliers.
However, Urgent Purchases may be ordered directly by User Departments using
Purchase Requisitions (commonly referred to as “Recovery” Purchase Requisitions):
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a. Goods Already Received
• No Purchase Order required to be raised.
• Receiving to accept delivery based on “Recovery” Purchase Requisitions.
b. Goods Yet To Be Received
• Purchase Order to be raised as per Direct Purchase procedure.
• Receiving to accept delivery based on Purchase Order.
• Prices of goods ordered from Suppliers other than Approved Suppliers, should be
checked and approved by purchasing supervisor.
• Excessive prices or excessive “Recovery” Purchase Requisitions occurrences
from a particular Department are to be passed to Financial Controller.
4.4.3. Petty Cash Purchases
Petty cash purchases are usually for:
• Purchases below Rp 1 Million.
• Urgent purchases where items are purchased without following normal purchasing
procedures, to meet urgent or unexpected requirements.
a. Petty Cash Float
• Purchasing Department to establish Petty Cash Float amount requirement.
• Float amount to be approved by Financial Controller and Receipt of House Fund
Form to be signed by Purchasing Supervisor upon receipt of cash from General
Cashier.
b. Petty Cash Vouchers
• Petty Cash Vouchers to be raised by purchasing detailing:
- Name of Payee/ Supplier.
- Reason for purchase.
- Amount.
• Receiving Department to:
Stamp Invoice upon verification of goods, as evidence of receipt.
• Invoice to be attached to Petty Cash Voucher as proof of purchase.
• Petty Cash Voucher and supporting Invoice to be approved by Financial Controller and
General Manager.
• Approved Petty Cash Voucher and Invoice to be used as basis to obtain reimbursement
of Purchasing Float from General Cashier:
- Float should be reimbursed before cash is completely utilized, taking into
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account the normal reimbursement approval cycle.
- Personal money should not be mixed with Float money.
c. Exceptions - Petty Cash Purchases with Purchase Order
Petty Cash Voucher is also used for payment to Suppliers who do not have billing
arrangements with Hotel.
• Purchase Order to be raised as per normal procedure.
• Accounts Payable to raise Petty Cash Voucher:
- Purchase Order & Petty Cash Voucher to be submitted to General Cashier to obtain
cash for Supplier.
- Acknowledgement of receipt of cash by Supplier to be documented on Delivery
Documents as evidence of payment.
• Receiving to update Delivery Documents/Invoice into IMS.
4.4.4. Third Party Goods
Third Party Goods are items that are similar to Hotel property but are either:
• Given free of charge to the Hotel by Suppliers eg:
- Sponsorship items - as part of Sponsorship agreements.
- Gifts - annual staf party gifts, festive gifts.
- Sample items - for testing by User Departments.
• Belong to Suppliers/ Guests eg:
- Consignment goods - wine, live seafood, cigars.
- Guest items for private functions - wine, alcohol.
Zero Value Receiving records are to be raised to distinguish Supplier/ Guest items from
Hotel items. Procedure as follows:
• Purchasing is to:
Issue written request to Suppliers for items given free of charge to Hotel, as and when
required by User Departments.
• Receiving is to ensure:
- All Suppliers to deliver goods directly to Receiving Bay, or;
- User Department to bring Guest items to Receiving for verification, if
delivered directly to User Department eg: Consignment goods delivered directly
to Lobby Shop or guest wine delivered directly to Catering Sales Department.
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4.5. Deviations between Delivery & Order
• Receiving Department is to accept deliveries based only on Original
Purchase Orders and Delivery Documents/ Invoices.
• Receiving Department should immediately inform Purchasing of all
discrepancies between Purchase Order and Supplier’s Delivery
Documents/ Invoice upon delivery.
Purchasing Department is to investigate discrepancies as follows:
4.5.1. Price
Where Delivery Document/Invoice price is not as per Final Price awarded:
• Investigate discrepancy with Supplier and indicate changes on
Delivery Document for processing of payment by Accounts Payable.
4.5.2. Quantity
Where quantity delivered in not as per Purchase Order:
a. Short Deliveries
• Receiving to document actual quantity accepted on Delivery Document/Invoice and
pass to Purchasing.
• Purchasing to determine if item is still required by Kitchen/ User:
- Not required by Kitchen/ User - cancel Order with Supplier and in IMS.
- Required by Kitchen/ User:
Check with Supplier if item can be delivered as required by Kitchen:
If order quantity can be delivered, confirm delivery time and inform Receiving and
User Department.
If order quantity cannot be delivered, order from alternative Supplier.
Additional charges incurred by the Hotel for purchasing from alternative sources, should be
billed to the existing Supplier.
b. Excess Deliveries
Generally, excess deliveries should not be accepted.
However, excess deliveries are acceptable where Supplier is unable to deliver exact
quantity required by Hotel eg: due to standard packaging, where quantity required
can only be approximated i.e live seafood etc.
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• As a guideline, excess deliveries should be rejected when deliveries exceed 5% of order
quantity.
Hotel Policy should be issued for the above guideline, and should be included in the
Terms & Conditions given by Purchasing to Suppliers.
• If quantities in excess of 5% or order are to be accepted, Receiving is to:
- Ensure that excess deliveries are authorized by User Department [and Financial
Controller] before acceptance.
- Document actual quantity accepted on Delivery Document/Invoice.
• Receiving to document actual quantity accepted on Delivery Document/Invoice.
4.5.3. Quality
Generally, items that do not comply with Hotel’s specifications are to be rejected and
returned to Supplier.
However, if substitutes are not readily available or goods are urgently required, Purchasing
to:
• Check if alternate Suppliers available.
• Confirm with User Departments that quality deviation is acceptable.
a. Acceptance by User
If items with quality deviations are to be accepted:
• Deliveries must be checked and authorized by Authorized Signatories in User
Department and Delivery Documents signed as proof of acceptance, where accepted
due to urgency of requirement.
• Receiving to:
- Maintain records of deliveries with quality deviations and pass to Purchasing for
monitoring of Supplier performance.
- Raise Request for Credit Note where Supplier agrees to bear cost of quality
deviations.
b. Rejection by User
If items with quality deviations are not acceptable:
• Receiving to reject items at point of verification and return to Supplier:
- Document quantity returned on Supplier’s copy of Delivery document/Invoice, and
request Supplier to sign as acknowledgement.
- Only actual quantity accepted by Hotel should be reflected on Delivery
Document/Invoice.
• In some situations, User Departments will only establish latent damage or products with
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quality deviations after deliveries have been verified/ accepted and input into IMS.
User Departments are to return items with quality deviations to Receiving Bay. Return
procedure to Supplier as follows:
• Purchasing is to:
- Record details of items returned and obtain written explanations from Suppliers.
Records will be used as a basis to monitor Supplier performance.
- Inform Suppliers to collect items from Receiving Bay.
• Receiving is to raise a Request for Credit Note to Supplier to document the return of
goods and reduction in amount billed to Hotel.
Supplier will issue a Credit Note to the Hotel to be passed to Accounts Payable
for processing.
4.5.4. Expected Delivery Date
Expected Delivery Dates will be specified on Purchase Orders. Orders that are not delivered
on Expected Delivery Date are to be checked as follows:
a. Goods Delivered Before Expected Delivery Date
• Receiving to pass Delivery Document/Invoice to Purchasing.
• Purchasing to determine if item can be accepted by Kitchen/User and document
action taken on Delivery Document/Invoice:
- Not accepted by Kitchen/ User - reject delivery and return to Supplier. Instruct
Supplier to deliver on Expected Delivery Date.
- Accepted by Kitchen/ User - accept as per normal Delivery Processing.
b. Goods Not Delivered On Expected Delivery Date
• Market List Items - Kitchens/ Receiving to inform Purchasing to:
- Follow-up with Suppliers on the status of outstanding deliveries:
No longer required by Kitchen/ User - cancel Order with Supplier and in IMS.
Still required by Kitchen/ User - confirm delivery time and inform Receiving and User
Department, or source from alternative Supplier.
Additional charges incurred by the Hotel for purchasing from alternative sources are
to be communicated and billed to existing Supplier.
• Direct Purchases - Receiving to print Purchase Order Due Report weekly and pass
to Purchasing for:
- Follow-up with Suppliers and User Department on the status of outstanding deliveries.
- Submit a List of Outstanding Purchase Orders on a weekly basis to requisitioning
Departments on the status of the delivery.
c. Goods Delivered After Expected Delivery Date
• Receiving to accept goods only if delayed delivery has been agreed in advance by
Purchasing and User Department.
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4.5.5. Documentation of Action Taken
• All changes to Delivery Documents/Invoice after investigation are to be
documented on Delivery Document/invoice itself.
• Under no circumstance are changes to be made to original Purchase Order.
4.6. Monitoring Supplier Performance
• Receiving is to:
- Maintain records of goods returned to Suppliers based on rejection and complaints by
User Departments (eg; substandard quality or inability to meet delivery schedules);
monitor supplier compliance with Food Safety Requirement and inform Purchasing about
those in violation.
- Document reasons for deviations of more than 5% of quantity ordered on the Daily
Deviation from Order Report printed by Cost Control.
- Maintain records of Suppliers who deliver before/ after receiving operating hours.
Reports are to be passed to Purchasing.
• Purchasing is to use records as a basis to monitor Supplier performance:
- Obtain documented reasons from Suppliers for breach of terms &
conditions and corrective action to be taken for:
Short/ excessive deliveries.
Goods that do not conform to Hotel Purchase Specifications.
Goods not delivered as per specified Delivery Dates.
Goods delivered before/ after receiving operating hours, without justification.
- Blacklist Suppliers who breach terms & conditions, more than
Consecutive times without acceptable justification, at the same time hold them
responsible for compensating any loss or increased cost to the hotel by reason of such
breach.
4.7. Deleting Purchase Records in IMS
• Orders that have been fully delivered (to Receiving) or cancelled (by
Purchasing) will be reflected in IMS with Zero Value quantities.
• MIS Department is to purge Zero Value records every 6 months.
5. JOB DESCRIPTIONS
TENDER PROCESSING
Do market surveys of market list prices at retail/wholesale markets with cost control
and kitchen representatives?
Compiling quotations received for evaluation.
Input quotations received into system.
Prepare tender documents for suppliers invited to tender.
Do evaluation and negotiation of tender quotations received to recommend final price
to Financial Controller/relevant division head.
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Prepare and issue letters of award to successful suppliers based on approval by
Financial Controller/relevant with division head.
Prepare and issue consignment contracts for user departments
Obtain quotations for disposal of used fixed assets
ORDERING PROCESSING
Check market list orders/order requests in to the system, purchase requisitions, capital
expenditure requisitions against delegation of authority manual and specimen list of
authorized signatories.
Daily market list orders/order requests in the system, allocate orders in system to
supplier selected as per tender exercise, and print purchase order.
Purchase requisitions – process purchase orders in the system and print.
Follow up with suppliers on receiving/accounts payable queries on daily discrepancies
on price, quantity and quality.
Cancel orders no longer required by user departments.
Obtain alternative quotations, process orders for deliveries quantities which cannot be
met by selected suppliers.
Process urgent purchases.
Purchase items of small value from petty cash float.
Follow up with suppliers on status of outstanding purchase orders
Prepare report on status of outstanding purchase orders for user departments, for
feedback to suppliers/cancellation of orders
Review and explain monthly price change report Maintain records and follow up on
complaints against suppliers by user departments and deviations between delivery
and order
SUPPLIER EVALUATION
Obtain key supplier information.
Carry out inspection of supplier premises for compliance with hotel’s specifications
and hygiene requirements.
Obtain valid supplier licenses/permits/hygiene certificates in accordance with local
regulations.
Request cost control to carry out yield tests, blind yield test and butcher test on
market list items to evaluate suppliers.
Request user departments feedback on samples from suppliers
Update approved supplier list in the system for suppliers complying with Hotel
requirements
Review approved supplier list on a quarterly basis for changes in supplier particulars;
or blacklisting of suppliers.
Constantly source for new products and suppliers to increase approved supplier list.