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Hotel SOP List

Hotel SOP for minimum requirement for your hotel operation

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Hotel SOP List

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  1. Mentor of Hospitality Standards • Finance • Food & Beverage • Human Resources • Marketing • Rooms Front Office • Rooms Housekeeping • Wellness Spa • Technical Services Online Brochure SPHM

  2. SPHM Hospitality Mentor of Hospitality Standards • Finance • Food & Beverage • Human Resources • Marketing • Rooms (FO) • Rooms (HK) • Wellness Spa • Technical Services • Business Plan • Operations Manual • Finance Policy Manual • Information Systems Policy • Hotel Operation Policy Online Brochure SPHM

  3. SPHM Hospitality Mentor of Hospitality Standards Back to Main Menu • Finance • Food & Beverage • Human Resources • Marketing • Rooms (FOP • Rooms (HK) • Wellness Spa • Technical Services • Operations Manual • Brand Standards Grid • Club Brand Standards Grid • Policy Manual • Food & Beverage S.O.P • F & B Service Manual • F & B Production S.O.P Online Brochure SPHM

  4. SPHM Hospitality Mentor of Hospitality Standards Back to Main Menu • Finance • Food & Beverage • Human Resources • Marketing • Rooms (FO) • Rooms (HK) • Wellness Spa • Technical Services • Policy Manual • Standard Operating Procedures • Employee Handbook • Employee Benefit Plans • Employee Training Plan • Human Resources Strategy Online Brochure SPHM

  5. SPHM Hospitality Mentor of Hospitality Standards Back to Main Menu • Business Plan • Standard Operating Procedures • Finance • Food & Beverage • Human Resources • Marketing • Rooms (FO) • Rooms (HK) • Wellness Spa • Technical Services • Marketing Training Manual • Marketing Plan • Hotel Digital Marketing • Sales & Marketing Manual • Marketing Promotions Manual • Internet Marketing & Distribution Manual • Marketing Strategy Online Brochure SPHM

  6. SPHM Hospitality Mentor of Hospitality Standards Back to Main Menu • Reservation S.O.P • Front Office S.O.P • Finance • Food & Beverage • Human Resources • Marketing Rooms (FO) • Rooms (HK) • Wellness Spa • Technical Services • Front Office Forms Used S.O.P • Guest Standard Letters • Bell Staff S.O.P • Concierge S,O.P Online Brochure SPHM

  7. SPHM Hospitality Mentor of Hospitality Standards Back to Main Menu • Housekeeping S.O.P • Finance • Food & Beverage • Human Resources • Marketing • Rooms (FO) Rooms (HK) • Wellness Spa • Technical Services • Daily Service S.O.P • Housekeeping Reportings • Hotel Laundry Manual Online Brochure SPHM

  8. SPHM Hospitality Mentor of Hospitality Standards Back to Main Menu • Finance • Food & Beverage • Human Resources • Marketing • Rooms (FO) • Rooms (HK) Wellness Spa • Technical Services • Spa Standard Operating Procedures • Spa Operating Manual • Massage Treatment Manual • Spa Staff Handbook Online Brochure SPHM

  9. SPHM Hospitality Mentor of Hospitality Standards Back to Main Menu • Finance • Food & Beverage • Human Resources • Marketing • Rooms (FO) • Rooms (HK) • Wellness Spa • Technical Services • Standard Operating Procedures • Engineering Operations Manual • Emergency Procedures • Design and Engineering Recommendations and Minimum Standards Online Brochure SPHM

  10. SPHM Hospitality Mentor of Hospitality Standards 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 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) Business Plan • Operations Manual • Finance Policy Manual • Info Systems Policy • Accounting Manual • Hotel Operation Policy Online Brochure SPHM

  11. Finance Menu 1 / 2 Contents of Finance Standards 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 • 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 • Business Plan Operations Manual • Finance Policy Manual • Info Systems Policy • Accounting Manual • Hotel Operation Policy Online Brochure SPHM

  12. Finance Menu 2 / 2 Contents of Finance Standards • 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 • 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 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 Online Brochure SPHM

  13. Note: Each Policy is defined with the detailed Information Of: • Policy Statement • Purpose • Procedure Finance Menu Contents of Finance Standards • 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 • Business Plan • Operations Manual Finance Policy • Info Systems Policy • Accounting Manual • Hotel Operation Policy Online Brochure SPHM

  14. Note: Each Policy is defined with the detailed Information Of: • Policy Statement • Purpose • Procedure Finance Menu Contents of Finance Standards • 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 • Business Plan • Operations Manual • Finance Policy Manual Info Systems Policy • Accounting Manual • Hotel Operation Policy Online Brochure SPHM

  15. Finance Menu Contents of Finance Standards 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 • 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 • Business Plan • Operations Manual • Finance Policy Manual • Info Systems Policy Accounting Manual • Hotel Operation Policy Online Brochure SPHM

  16. Finance Menu Contents of Finance Standards 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 Online Brochure SPHM

  17. Finance Menu Contents of Finance Standards 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 • 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 • Business Plan • Operations Manual • Finance Policy Manual • Info Systems Policy • Accounting Manual Hotel Operation Policy Online Brochure SPHM

  18. Finance Menu Contents of Finance Standards • 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 • Guest Questionnaire • Overbooking/Dishonored Reservations • Travel Agent Commissions • Market Research Disclosures • News Release • Product Endorsements • Advertising Graphics and Standards • Travel and Entertainment • Business Plan • Operations Manual • Finance Policy Manual • Info Systems Policy • Accounting Manual Hotel Operation Policy Online Brochure SPHM

  19. F & B Menu Contents of Food and Beverage Standards 1 / 3 • 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 Operations Manual • Brand Standards Grid • Club Brand Standards Grid • Policy Manual • F & B SOP • F & B Service Manual • F & B Production SOP Online Brochure SPHM Click Next

  20. F & B Menu Contents of Food and Beverage Standards 2 / 3 • 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 Operations Manual • Brand Standards Grid • Club Brand Standards Grid • Policy Manual • F & B SOP • F & B Service Manual • F & B Production SOP Online Brochure SPHM Click Next

  21. Note: Each Policy is defined with the detailed Information Of: • Policy Statement • Purpose • Procedure F & B Menu Contents of Food and Beverage Standards 3 / 3 • 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 Operations Manual • Brand Standards Grid • Club Brand Standards Grid • Policy Manual • F & B SOP • F & B Service Manual • F & B Production SOP Online Brochure SPHM

  22. F & B Menu Contents of Food and Beverage Standards • 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 • 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 • Operations Manual Brand Standards • Club Brand Standards Grid • Policy Manual • F & B SOP • F & B Service Manual • F & B Production SOP Online Brochure SPHM

  23. F & B Menu Contents of Food and Beverage Standards • 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 • Meeting Rooms • Room Set-Up • Services • Check In / Out Procedures • Check In • Check Out • Amenities and Evening Maid Services • Standard Rooms • Suites • Top Suite • Operations Manual • Brand Standards Club Brand Standards • Policy Manual • F & B SOP • F & B Service Manual • F & B Production SOP Online Brochure SPHM

  24. F & B Menu 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 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 Online Brochure SPHM

  25. F & B Menu Contents of Food and Beverage Standards • 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 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 • Operations Manual • Brand Standards • Club Brand Standards • Policy Manual F & B SOP • F & B Service Manual • F & B Production SOP Online Brochure SPHM Click Next

  26. F & B Menu Contents of Food and Beverage Standards • BEVERAGE PURCHASING • BEVERAGE RECEIVING PROCEDURES • BEVERAGE REQUISITIONS • PERPETUAL BEVERAGE INVENTORY • BEVERAGE INVENTORY TURNOVER • WINE BIN TAG SYSTEM • ACCOUNTING FOOD & BEVERAGE CONTROL REVIEW • 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 • Operations Manual • Brand Standards • Club Brand Standards • Policy Manual F & B SOP • F & B Service Manual • F & B Production SOP Online Brochure SPHM

  27. F & B Menu Contents of Food and Beverage Standards 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 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 • Operations Manual • Brand Standards • Club Brand Standards • Policy Manual • F & B SOP F & B Service Manual • F & B Production SOP Online Brochure SPHM Click Next

  28. F & B Menu Contents of Food and Beverage Standards 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 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 • Operations Manual • Brand Standards • Club Brand Standards • Policy Manual • F & B SOP F & B Service Manual • F & B Production SOP Online Brochure SPHM

  29. F & B Menu 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 • Operations Manual • Brand Standards • Club Brand Standards • Policy Manual • F & B SOP • F & B Service Manual F & B Production SOP Online Brochure SPHM

  30. H.R Menu 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 Policy Manual • S.O.P • Employee Handbook • Employee Benefit Plans • Employee Training Plans • Human Resource Strategy Online Brochure SPHM

  31. H.R Menu Contents of Human Resource Standards 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 • Policy Manual S.O.P • Employee Handbook • Employee Benefit Plans • Employee Training Plans • Human Resource Strategy Online Brochure SPHM

  32. H.R Menu Contents of Human Resource Standards • Policy Manual • S.O.P Employee Handbook • Employee Benefit Plans • Employee Training Plans • Human Resource Strategy 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 Online Brochure SPHM

  33. H.R Menu Contents of Human Resource Standards • Policy Manual • S.O.P • Employee Handbook Employee Benefits Plans • Employee Training Plans • Human Resource Strategy • Employee Benefits Plan • Healthcare • Retirement savings and planning • Paid time off • Paid parental leave • Flexible work schedule • Professional and career development Online Brochure SPHM

  34. H.R Menu 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 • Policy Manual • S.O.P • Employee Handbook • Employee Benefit Plans Employee Training Plans • Human Resource Strategy Online Brochure SPHM

  35. H.R Menu Contents of Human Resource Standards • Policy Manual • S.O.P • Employee Handbook • Employee Benefits Plans • Employee Training Plans Human Resource Strategy • Human Resources Strategy • Long Term Strategic Plans • Corporate Strategic Plans • Management Strategic Plans • Operational Strategic Plans • Human Resources System Online Brochure SPHM

  36. S & M Menu Contents of Sales & Marketing Standards 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 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) Business Plan • S.O.P • Marketing Training Manual • Marketing Plan • Hotel Digital Marketing • Sales & Marketing Manual • Marketing Promotion Manual • Internet Marketing Manual • Marketing Strategy Online Brochure SPHM

  37. S & M Menu Contents of Sales & Marketing Standards • 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 • 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 • Business Plan S.O.P • Marketing Training Manual • Marketing Plan • Hotel Digital Marketing • Sales & Marketing Manual • Marketing Promotion Manual • Internet Marketing Manual • Marketing Strategy Online Brochure SPHM

  38. S & M Menu Contents of Sales & Marketing Standards 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 • Business Plan • S.O.P Marketing Training Manual • Marketing Plan • Hotel Digital Marketing • Sales & Marketing Manual • Marketing Promotion Manual • Internet Marketing Manual • Marketing Strategy Online Brochure SPHM

  39. S & M Menu 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 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 • Business Plan • S.O.P • Marketing Training Manual Marketing Plan • Hotel Digital Marketing • Sales & Marketing Manual • Marketing Promotion Manual • Internet Marketing Manual • Marketing Strategy Online Brochure SPHM

  40. S & M Menu 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 • 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 TABLE OF CONTENT • OTA Analysis • Booking Engine Analysis • Hotel Website Analysis • Review Analysis • Google Business Listing Analysis • Metasearch Analysis • Social Media Analysis • OTA Analysis • Select OTAs wisely • Keep things same on all OTAs • Keep your hotel's photos on OTAs • Same room types across all OTAs • Rate Parity • Seasonal and weekend rates • Keep your inventory bookable • Offer discounts and free items on OTAs • Optimize your OTA ranking • Booking Engine Analysis • Offer discounts, packages and promotions on booking engine • Business Plan • S.O.P • Marketing Training Manual • Marketing Plan Hotel Digital Marketing • Sales & Marketing Manual • Marketing Promotion Manual • Internet Marketing Manual • Marketing Strategy Online Brochure SPHM continue

  41. S & M Menu Contents of Sales & Marketing Standards • 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. • 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 • Business Plan • S.O.P • Marketing Training Manual • Marketing Plan Hotel Digital Marketing • Sales & Marketing Manual • Marketing Promotion Manual • Internet Marketing Manual • Marketing Strategy Online Brochure SPHM

  42. S & M Menu Contents of Sales & Marketing Standards 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 • Business Plan • S.O.P • Marketing Training Manual • Marketing Plan • Hotel Digital Marketing Sales & Marketing Manual • Marketing Promotion Manual • Internet Marketing Manual • Marketing Strategy Online Brochure SPHM

  43. S & M Menu 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 • Business Plan • S.O.P • Marketing Training Manual • Marketing Plan • Hotel Digital Marketing • Sales & Marketing Manual Marketing Promotion Manual • Internet Marketing Manual • Marketing Strategy Online Brochure SPHM

  44. S & M Menu Contents of Sales & Marketing Standards 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 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 • Business Plan • S.O.P • Marketing Training Manual • Marketing Plan • Hotel Digital Marketing • Sales & Marketing Manual • Marketing Promotion Manual Internet Marketing Manual • Marketing Strategy Online Brochure SPHM

  45. S & M Menu Contents of Sales & Marketing Standards 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 • Business Plan • S.O.P • Marketing Training Manual • Marketing Plan • Hotel Digital Marketing • Sales & Marketing Manual • Marketing Promotion Manual • Internet Marketing Manual Marketing Strategy 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 Online Brochure SPHM Pricing Strategies • Pricing is a function of marketing • Fencing isplacing restrictions on customer segments selected due to their perceived level of price elasticity

  46. F.O Menu 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 Reservation S.O.P • Front Office S.O.P • Front Office Forms Used S.O.P • Guest Standard Letters • Bell Staff S.O.P Online Brochure SPHM

  47. F.O Menu 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) • 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 Online Brochure SPHM continue

  48. F.O Menu 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 • 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 Online Brochure SPHM

  49. F.O Menu 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 • 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 Online Brochure SPHM

  50. F.O Menu 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 • 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 Online Brochure SPHM continue

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