Hotel-SOP Presentation List1111111111111111111
hhamid459
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Sep 29, 2024
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About This Presentation
Hotel-SOP Presentation List
Slide Content
Hotel Management SPHM HospitalityHotel Management SPHM Hospitality
Finance
Food & Beverage
Human Resources
Marketing
Rooms Front Office
Rooms Housekeeping
Wellness Spa
Technical Services
Mentor of Hospitality Standards vHoSHtrumeBbVmtriaM
Online Brochure SPHM
Finance
Food & Beverage
Human Resources
Marketing
Rooms Front Office
Rooms Housekeeping
Wellness Spa
Technical Services
Mentor of Hospitality Standards vHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 PolicyvHoSHtrumeBbVmtriaM
Online Brochure SPHM
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 PolicyvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
•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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
•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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
•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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
•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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
•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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
•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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 StandardsvHoSHtrumeBbVmtriaM
Online Brochure SPHM
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 StandardsvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 Funds
Note:
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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
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 Funds
Note:
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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
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 MenuvHoSHtrumeBbVmtriaM
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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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
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 MenuvHoSHtrumeBbVmtriaM
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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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
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 MenuvHoSHtrumeBbVmtriaM
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Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
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 MenuvHoSHtrumeBbVmtriaM
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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 MenuvHoSHtrumeBbVmtriaM
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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 MenuvHoSHtrumeBbVmtriaM
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Hotel Management SPHM HospitalityHotel 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
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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
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Bill Folders
Black Boards
Block Out Dates
Blotting Pads
Bottled Water
Bread
Breakage Control
Breakfast
Breakfast Available 24 Hours
Buffets
Buffets Set Ups
Bulletin Boards (Notice Boards)
Burnishing
Business Cards
Business Plan
Butter
Café Restaurnt
Camp Hotels
Candles
Captain Order
Check Lists
Chefs Table
Christmas / Eid Events
Cigarettes
Cigars
Cloakroom
Club Style Service
Coasters
Cocktails
Coffee
Coffee Breaks
Coffee Machines
Cold Buffet Platters
Collateral
Comfort Food
Commissary Kitchens
Communication Centre
Communiction Meetings
Compendium
Complaints
Complaint Letters
Concept Statements
Condiments
Cookies
Cork Screws
Cost Managemnt
Covers
Critical Path
Cross Selling
Crumb Service
Culinary Philosophy
Cutting Edge
Database Management
Decanter
Departmental Operations Manual
Design Cuisine Concept
Dessert Buffets
Dessert Menu
Development of Culinary Creativity
Diary Control
Doorknob Menu
Duty Rosters
Drawing Room
Dress Code
Employee Restaurant
Employee Specification
Family Style
Floor Plans
Floral Decorations
Font Size
Food & Beverage Revenue
Food Court
Food Covers
Food Handling
Procedures
Food Storage
Food Trays
Forms
Function Order
Garnishes
Goodwill
Gueridon Service
Guest History
Health and Safety
Hostess Stand
Hot Boxes
Hot Chocolate
Hot Towels
Hygiene
Hygiene Training
Ice Standards
Ice Tea
Internal F&B Audit
Internet Web Sites
Inventory
Inventory Movement Form
2 / 3
Operations Manual
•Brand Standards Grid
•Club Brand Standards Grid
•Policy Manual
•F & B SOP
•F & B Service Manual
•F & B Production SOP
Contents of Food and Beverage Standards
Click Next
F & B MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
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
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Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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
Mini Bar Standard
•Setup
•Product Selection
•Others
Amenities
Banquet Sales
•View Sales Standards
•Presentation Kit
•Sales Tools
•Menu Offering
•Theme Party
•Telephone Skills
•Sale Employee
•Correspondence
Banquet Service
•Overall Equipment Selection
•Chinaware
•Silverware
•Glassware
•Linen
•Table Menus & Décor
•Boardrooms Meeting Setup
•Classroom Meeting Set-up
•Computer/Internet Accessibility
•Coffee Breaks
•AV Equipment
•Host / Hostess
•Manager on Duty
•Operations Manual
Brand Standards
•Club Brand Standards Grid
•Policy Manual
•F & B SOP
•F & B Service Manual
•F & B Production SOP
Bar & Entertainment Center
Food & Beverage Marketing
Breakfast
•View Breakfast Standard
•Tabletop Standard
•Juice Standard
•Coffee Standard
•Tea Standard
•Hot Chocolate
•Sugar
•Water
•Butter
•Marmalade / Jam / Honey
•Baker / Breads / Pastries
•Toast
•Cereal / Yoghurt
•Fresh Fruit
•Local Breakfast Items
•Eggs / Hot Stations
•Cold Cuts / Cheeses
•A La Carte Orders
•Buffet
•Others
Restaurant
•Menu Design / Printing
•Uniforms Standards
•Music
•Food Product
•Special Non-Alcoholic Beverages
•Hosts / Hostess
Lounges
•Lounges – Beverages
•Lounges – Service
Food & Beverage Retail
Rooms Service
•Beverages
•Soups
•Menus
•Service
•Order Taker
•Waiter
Show Kitchen Standards
Contents of Food and Beverage Standards
F & B Menu
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel Management SPHM Hospitality
•Operations Manual
•Brand Standards
•Club Brand Standards
•Policy Manual
F & B SOP
•F & B Service Manual
•F & B Production SOP
Contents of Food and Beverage Standards
CONTENTS:
COMPLIMENTARY BREAKFAST
STAFFING
FORECASTING & LABOR COST
CONTROL
THREE MONTH FORECAST
WORKSHEET
USE OF SHOPPING SERVICES
AGGRESSIVE HOSPITALITY
COVER COUNTS
LOCAL & STATE LICENSING
(HEALTH, ALCOHOLIC,
BEVERAGE, DANCE, ETC.)
UNIFORMS
UNIFORM CARE
EMPLOYEE'S CAFETERIA
LEASED RESTAURANTS
CONSIDERATIONS
RECIPE/USE RECORD COSTING
POTENTIAL MENU COST
CALCULATION
B.E.O./BANQUET MENU COSTING
BUFFET COSTING
CATERING POTENTIAL FOOD
COST CALCULATION
DIRECT EXPENSE CONTROL
ACCOUNTING FOR FIXED ASSET
SUPPLIES (CHINA, GLASS, SILVER,
LINEN)
ACCOUNTING FOR F&B
FUNCTIONS AT COST
INTERDEPARTMENTAL
TRANSFER OF FOOD & BEVERAGE
ITEMS
HIGH COST ITEM CONTROL
ACCOUNTING CONTROL FOOD &
BEVERAGE INVENTORIES
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F & B MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
•Operations Manual
•Brand Standards
•Club Brand Standards
•Policy Manual
F & B SOP
•F & B Service Manual
•F & B Production SOP
Contents of Food and Beverage Standards
CONTENTS:
COMPLIMENTARY BREAKFAST
STAFFING
FORECASTING & LABOR COST
CONTROL
THREE MONTH FORECAST
WORKSHEET
USE OF SHOPPING SERVICES
AGGRESSIVE HOSPITALITY
COVER COUNTS
LOCAL & STATE LICENSING
(HEALTH, ALCOHOLIC,
BEVERAGE, DANCE, ETC.)
UNIFORMS
UNIFORM CARE
EMPLOYEE'S CAFETERIA
LEASED RESTAURANTS
CONSIDERATIONS
RECIPE/USE RECORD COSTING
POTENTIAL MENU COST
CALCULATION
B.E.O./BANQUET MENU COSTING
BUFFET COSTING
CATERING POTENTIAL FOOD
COST CALCULATION
DIRECT EXPENSE CONTROL
ACCOUNTING FOR FIXED ASSET
SUPPLIES (CHINA, GLASS, SILVER,
LINEN)
ACCOUNTING FOR F&B
FUNCTIONS AT COST
INTERDEPARTMENTAL
TRANSFER OF FOOD & BEVERAGE
ITEMS
HIGH COST ITEM CONTROL
ACCOUNTING CONTROL FOOD &
BEVERAGE INVENTORIES
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SQUIRELL/MICROS POINT OF
SALE REPORTS
TRANSFER OF GUEST CHECKS
CASH DROP
PURCHASING ETHICS
STOREROOM/INVENTORY
CONTROL
PERIOD END INVENTORIES
PC-BASED MIS
INVENTORY MANAGEMENT
DEAD STOCK LIST
OPERATIONAL FOOD RECEIVING
PROCEDURES
CLERICAL FOOD RECEIVING
PROCEDURES
FOOD PARS
FOOD ORDERING PROCEDURES
FOOD INVENTORY TURNOVER
BEVERAGE PURCHASING
BEVERAGE RECEIVING
PROCEDURES
BEVERAGE REQUISITIONS
PERPETUAL BEVERAGE
INVENTORY
BEVERAGE INVENTORY
TURNOVER
WINE BIN TAG SYSTEM
ACCOUNTING FOOD &
BEVERAGE CONTROL REVIEW
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Contents of Food and Beverage Standards
SQUIRELL/MICROS POINT OF
SALE REPORTS
TRANSFER OF GUEST CHECKS
CASH DROP
PURCHASING ETHICS
STOREROOM/INVENTORY
CONTROL
PERIOD END INVENTORIES
PC-BASED MIS
INVENTORY MANAGEMENT
DEAD STOCK LIST
OPERATIONAL FOOD RECEIVING
PROCEDURES
CLERICAL FOOD RECEIVING
PROCEDURES
FOOD PARS
FOOD ORDERING PROCEDURES
FOOD INVENTORY TURNOVER
BEVERAGE PURCHASING
BEVERAGE RECEIVING
PROCEDURES
BEVERAGE REQUISITIONS
PERPETUAL BEVERAGE
INVENTORY
BEVERAGE INVENTORY
TURNOVER
WINE BIN TAG SYSTEM
ACCOUNTING FOOD &
BEVERAGE CONTROL REVIEW
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Contents of Food and Beverage Standards
F&B Hospitality Points
Serving Our Guests – Our First and Last
Impression
Maintaining Professionalism
Generally
With Guests
With Associates
Speaking With Guests
The 10 and 5 Rule
One Stop Shopping
Guest Complaint Guidelines
Introduction: Three-Meal-A-Day Restaurant
Service
Pre-Shift Briefing
Greeting the Guest
Seating the Guest
The Seating System
Seat Numbering System and Pivot Point
Designation
Presenting the Menu
Reservation Procedure Introduction
Restaurant Reservation Process
Basic Steps of Service
Order of Service
First Course is Served
First Course is Cleared
Second and Third Courses Arrive
Second and Third Course are Cleared
Entrée Plates Cleared
Dessert Order Taken
Dessert Order Served
Dessert Order Cleared
Cordials are Offered
The Check is Presented
General Table Service
Approaching the Guest and Taking the
Order
At Mealtime
Breakfast
Lunch
Dinner
General Points
Procedures in Order taking
Writing the Order
Ordering and Pick-Up Procedures
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Contents of Food and Beverage Standards
F&B Hospitality Points
Serving Our Guests – Our First and Last
Impression
Maintaining Professionalism
Generally
With Guests
With Associates
Speaking With Guests
The 10 and 5 Rule
One Stop Shopping
Guest Complaint Guidelines
Introduction: Three-Meal-A-Day Restaurant
Service
Pre-Shift Briefing
Greeting the Guest
Seating the Guest
The Seating System
Seat Numbering System and Pivot Point
Designation
Presenting the Menu
Reservation Procedure Introduction
Restaurant Reservation Process
Basic Steps of Service
Order of Service
First Course is Served
First Course is Cleared
Second and Third Courses Arrive
Second and Third Course are Cleared
Entrée Plates Cleared
Dessert Order Taken
Dessert Order Served
Dessert Order Cleared
Cordials are Offered
The Check is Presented
General Table Service
Approaching the Guest and Taking the
Order
At Mealtime
Breakfast
Lunch
Dinner
General Points
Procedures in Order taking
Writing the Order
Ordering and Pick-Up Procedures
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Contents of Food and Beverage Standards
Ordering Procedures
Pick-Up Procedures
Pick-Up Chart
Clearing Procedures
Product Boards
Delivery Times
Service Per Meal Periods
Breakfast
Order of Breakfast Service
Lunch
Stages of Service
Order of Lunch Service
Dinner
Stages of Service
Order of Dinner Service
Presentation of the Guest Check
Wine Service
Team Service – Fine Dining
Front Server/Wait Staff
Back Server/Wait Staff
Food Server Assistant
Composing a Meal
Presenting of Flatware
Serving Finger Bowls and Towels
Suggestive Selling: S.P.E.A.K
Suggest Specifics
Patience
Enthusiasm
Avoid Pushiness
Knowledge
Merchandising
Up Selling
Salesmanship
Suggestive Selling Tips
Cordials and After-Dinner Up-selling
Suggesting the Bar Offerings
Opening and Closing Checklist
Sample Food & Beverage Problems and
Resolutions
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Contents of Food and Beverage Standards
Ordering Procedures
Pick-Up Procedures
Pick-Up Chart
Clearing Procedures
Product Boards
Delivery Times
Service Per Meal Periods
Breakfast
Order of Breakfast Service
Lunch
Stages of Service
Order of Lunch Service
Dinner
Stages of Service
Order of Dinner Service
Presentation of the Guest Check
Wine Service
Team Service – Fine Dining
Front Server/Wait Staff
Back Server/Wait Staff
Food Server Assistant
Composing a Meal
Presenting of Flatware
Serving Finger Bowls and Towels
Suggestive Selling: S.P.E.A.K
Suggest Specifics
Patience
Enthusiasm
Avoid Pushiness
Knowledge
Merchandising
Up Selling
Salesmanship
Suggestive Selling Tips
Cordials and After-Dinner Up-selling
Suggesting the Bar Offerings
Opening and Closing Checklist
Sample Food & Beverage Problems and
Resolutions
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Contents of Food and Beverage Standards
CONTENT:
Chef's Administration Task - Opening
Procedures
PA to the Executive Chef - Opening
Procedures
Fruit Baskets/Bowls and Fruit Juices
Bakery Daily Tasks - Opening Procedures
Butchery Daily Tasks - Opening
Procedures
Cold Kitchen & Pastry Daily Tasks -
Opening Procedures
Hot Kitchen Daily Tasks - Opening
Procedures
Planning of Purchasing
Food Transfer
Dairy Products Storage Procedures
Fruit and Vegetable Procedures
Fish and Seafood Procedures
Meat Procedures
Poultry Procedures
Cold-Chilled Food Procedures
Dry Food Storage
Spoilage Report
Technical Kitchen Equipment
Basic Equipment-Containers for
Receiving Food Items
Kitchen Trainings
Filing System
Market Survey
The Professional Chef - Hygiene & Safety
Temperature Check List
Handling of Robot Coupe Food Processor
Sanitizing of Hands
Cleaning Task List – Sample
How to clean the Dishwashing Machine
Dishwashing Procedures
HACCP Standards
Safety in the Kitchen
Standard Recipe Form-Template
Standard Recipe Form-Template Excel
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Contents of Food and Beverage Standards
CONTENT:
Chef's Administration Task - Opening
Procedures
PA to the Executive Chef - Opening
Procedures
Fruit Baskets/Bowls and Fruit Juices
Bakery Daily Tasks - Opening Procedures
Butchery Daily Tasks - Opening
Procedures
Cold Kitchen & Pastry Daily Tasks -
Opening Procedures
Hot Kitchen Daily Tasks - Opening
Procedures
Planning of Purchasing
Food Transfer
Dairy Products Storage Procedures
Fruit and Vegetable Procedures
Fish and Seafood Procedures
Meat Procedures
Poultry Procedures
Cold-Chilled Food Procedures
Dry Food Storage
Spoilage Report
Technical Kitchen Equipment
Basic Equipment-Containers for
Receiving Food Items
Kitchen Trainings
Filing System
Market Survey
The Professional Chef - Hygiene & Safety
Temperature Check List
Handling of Robot Coupe Food Processor
Sanitizing of Hands
Cleaning Task List – Sample
How to clean the Dishwashing Machine
Dishwashing Procedures
HACCP Standards
Safety in the Kitchen
Standard Recipe Form-Template
Standard Recipe Form-Template Excel
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•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
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Contents of Human Resource Standards
Contents
Absence from Hotel
Policy Statement
Purpose
Procedures
Employee Discounted
Accommodation
Policy Statement
Purpose
Procedure
Description of Benefits
Eligibility
Booking Procedure
Termination of Employment
General
Employee Housing
Policy Statement
Purpose
Procedures
Employee
Communications
Policy Statement
Purpose
Procedures
Employee Recognition
Programmes
Policy Statement
Purpose
Procedures
Executive Health Exam
Policy Statement
Purpose
Procedures
Eligibility
Frequency
Facilities
Recommended Examinations
Sample Examinations
Pre-Employment Medical
Examinations
General Managers’ Housing /
Associate Benefits
Policy Statement
Purpose
Procedure
GM Living in the hotel
Laundry / Dry Cleaning
Food & Beverage
Housekeeping Services
GM living in hotel paid Accommod.
GM living out of the hotel
All General Managers
Use the Hotel Restaurants
Hotel Car
Telephones
Club Memberships
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Contents of Human Resource StandardsvHoSHtrumeBbVmtriaM
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Human Resources S.O.P
Orientation Program
Minimum Training Standard
Skills Enhance Benefits
GM’s Bonus Plan
Controller’s Bonus Program
Incentive Plan
Associate Information Center
Performance Review
Recognition Program
Daily Huddle
Listen & Response Session
Personal Grooming
Equal Employment Opportunity
Request to Transfer
Exempt Transfer
Rehires
Applicant Flow Log
Relocation Policy
Exit Interview
Unemployment Compensation
Vacancy Listing
Employment of Relative
Employment Verification
Turnover Reporting
Reference Check
Offer Letter
Recruiting
Separation Hourly Management
Personnel Files
Employee Handbook
Meetings
Harassment in Work Place
Service Anniversary Recogniition
Remove of Company Property
Lockers and Inspections
Autorize in Company Property after Working Hour
Meals Break
Life Threatening Illnesses
Exempt/Non-Exempt Classification
Hourly Employees Maximum Rate
Payment of Wages Upon Termination
Health Benefits
Health Care Eligibility Audit
Benefits Continuation
Deceased Employees
Insurance Premiums
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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
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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
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Employee Handbook
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•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
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Employee Benefits Plan
Healthcare
Retirement savings and planning
Paid time off
Paid parental leave
Flexible work schedule
Professional and career development
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Employee Benefits Plan
Healthcare
Retirement savings and planning
Paid time off
Paid parental leave
Flexible work schedule
Professional and career development
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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
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•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
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Human Resources Strategy
Long Term Strategic Plans
Corporate Strategic Plans
Management Strategic Plans
Operational Strategic Plans
Human Resources System
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Contents of Human Resource Standards
Human Resources Strategy
Long Term Strategic Plans
Corporate Strategic Plans
Management Strategic Plans
Operational Strategic Plans
Human Resources System
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Business Plan
•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 MenuvHoSHtrumeBbVmtriaM
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•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
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•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
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•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
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•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
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BACKGROUND AND OVERVIEW
MARKETING TRAINING GOALS
SESSION ONE: LEARNING ABOUT EACH OTHER
SESSION TWO: INTRODUCTION TO MARKETING
SESSION THREE: IMPORTANT COMPONENTS OF MARKETING
SESSION FOUR: PRICING
SESSION FIVE: PROMOTION
SESSION SIX: CREATING MARKET MESSAGES
SESSION SEVEN: SOLVING MARKETING PROBLEMS
SESSION EIGHT: BUILDING MARKET LINKAGES
SESSION NINE: DEVELOPING A MARKETING STRATEGY
SESSION TEN: TESTING MARKETING MESSAGES AND PROMOTION MATERIALS
SESSION ELEVEN: CONDUCTING A DEMONSTRATION
APPENDIX I MARKETING PRACTICES FORM
APPENDIX II MARKET TEST FORMS
APPENDIX III HOW TO PLAY THE MARKETING GAME
APPENDIX IV SOME MARKETING PROBLEMS
Contents of Sales & Marketing Standards
S & M MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
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•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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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
2.Select OTAs wisely
3.Keep things same on all OTAs
4.Keep your hotel's photos on
OTAs
5.Same room types across all OTAs
6.Rate Parity
7.Seasonal and weekend rates
8.Keep your inventory bookable
9.Offer discounts and free items on
OTAs
10.Optimize your OTA ranking
1.Booking Engine Analysis
2.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
•Review Analysis
Positive Reviews
Neutral Reviews
Negative Reviews
S & M MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
continue
•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
2.Select OTAs wisely
3.Keep things same on all OTAs
4.Keep your hotel's photos on
OTAs
5.Same room types across all OTAs
6.Rate Parity
7.Seasonal and weekend rates
8.Keep your inventory bookable
9.Offer discounts and free items on
OTAs
10.Optimize your OTA ranking
1.Booking Engine Analysis
2.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
•Review Analysis
Positive Reviews
Neutral Reviews
Negative Reviews
S & M MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
continue
Hotel Management SPHM HospitalityHotel 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
•Social Media Analysis
Booking engine integration with
Facebook
Contents of Sales & Marketing Standards
S & M MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
•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
•Social Media Analysis
Booking engine integration with
Contents of Sales & Marketing Standards
S & M MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
•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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
•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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
•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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
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Sales Strategies
Prevent erosion of key accounts
Grow key accounts
Grow selected marginal accounts
Eliminate selected marginal accounts
Retain selected marginal accounts but provide lower-cost sales support
Obtain new business from selected prospects
Advertising and Promotion Strategies
Select a blend or mix of media
Select or approve the message
Design a media schedule showing when each medium will be employed
Design a schedule of events
Carefully transmit this information to management
Supervise the development and implementation of advertising/promotion
programs
Assume responsibility for the outcome
Pricing Strategies
Pricing is a function of marketing
Fencing is placing restrictions on customer segments selected due to their
perceived level of price elasticity
•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 MenuvHoSHtrumeBbVmtriaM
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
Hotel Management SPHM HospitalityHotel 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
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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 MenuvHoSHtrumeBbVmtriaM
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Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
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•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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
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•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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
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•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 MenuvHoSHtrumeBbVmtriaM
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Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
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•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 MenuvHoSHtrumeBbVmtriaM
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Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
•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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
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•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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
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•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 MenuvHoSHtrumeBbVmtriaM
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Hotel Management SPHM HospitalityHotel 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
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Housekeeping S.O.P
•Daily Service S.O.P
•Housekeeping Reporting
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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
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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
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Housekeeping S.O.P
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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
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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
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Daily Service S.O.P
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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
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Housekeeping Reporting
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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)
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•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)
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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
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•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
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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
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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
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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
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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
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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
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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
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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 MenuvHoSHtrumeBbVmtriaM
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•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
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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 MenuvHoSHtrumeBbVmtriaM
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•Spa S.O.P
Spa Manual
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•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
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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
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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
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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
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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
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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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
•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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
•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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
•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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
•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 MenuvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Hotel Management SPHM HospitalityHotel 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 RequirementsvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Technical Menu
•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 RequirementsvHoSHtrumeBbVmtriaM
Online Brochure SPHM
Technical Menu
Hotel Management SPHM HospitalityHotel Management SPHM Hospitality---UBte’N’.U-S6lSntUBep5lybp&belySnfoSnd
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