You are on page 1of 24

SOP Guest Registration and Check in

SOP Number: FO - 05 ( SOP serial number and department
code )
Department: Front Office Guest Check In
Time to Train: 60 Minutes
Objective: After a guest arrives at the hotel, the front desk agent
should complete the guest registrationprocess. This is to make
sure that the guest registration is completed as per the hotel
standard and also to collect important guest informations.
Guest is also asked to sign on the printed registration card as a
statutory requirement and also to verify that the details provided
on the registration card is accurate.
When Guest arrives at the reception to check in:

Great the guest.

Enquire the Last name / First name of the guest.

Search for the reservation record and print registration card (

if the same is not pre printed )

Present the Registration Card to

reconfirming preprinted details Like :

First Name, Last Name.




Arrival Date. Time.

Departure Date, Expected time of departure.

Room Rate.

Room Number.

Room Type.

Method of payment.

Billing instructions.

Meal Plan

Request for ID Proof for local guest and Passport and Visa
details for foreigners.

Following details to be completed:



Company Name.

Address Home / Business

City, Country

Postal Code

Telephone / Fax / Mobile numbers.

Email address.

Contact Number / Person in case of emergency.

Purpose of Visit.

Passport details:

Passport Number.

Nationality and country of residence.

Date of Birth / Anniversary Date.

Passport Issue date and Expiry Date

Place of Issue of Passport.

Visa Details:

Visa Number

Visa issue date and Expiry date.

Visa Place of issue.

Type of Visa.

Proposed duration of Stay in the country.

Arrived from.

Proceeding to.

Explain to the guest regarding late checkout policy if any.

Request the guest to sign on the Registration Card.

Scan / Photocopy of Passport and Visa copy and attach to

the registration card.

Front office assistant to also cross sign the registration card

on the provided field.

Update the guest details collected on regard to the Profile of

the guest.

File Registration card.

Training Summary questions:

Q1. Why it is required to complete guest registration process
upon guest check in?
Q2. What all details to be collected on registration card?
Q3. What all details to be collected from the passport?
Q4. Should the front desk agent sign on the regard?
Q5. What all details to be updated back on the guest profile?
Q6. What all details to be reconfirmed on registration card?

SOP Allocating Guest

Rooms, Upgrade and downgrade
SOP Number: FO-02 ( SOP serial number and department code )
Department: Front Office
Time to Train: 30 Minutes
1) Familiarize with the room type in the hotel
Memorise the different room categories, their differences, and
respective locations so that you can optimise the situation.
2) Verify the room specificationson the reservation
During check-in, verify with the guest, the room category he has
(Higher floor, Room with special view, Room away from elevator,
Twin/Double, smoking/Non-smoking etc)
3) Room allocation
During check-in, ensure that the room being allocated to the guest
matches the room type reserved.
Look for the following:

Room rate

No of occupants

Gender of the guest

Source of reservation


Guest History

VIP Status

4) Honour guest request

If the requested room type cannot be provided as there are

not ready,or

Some guests have not checked out yet, search for an

alternative room that is as similar as possible to the one

Inform the guest about the time required to give him his
requested room and check on his convenience to shift the

5) Common requests

Couples to be allotted King-size beds, not twin beds.

Non smoking rooms to be available everyday for Special

guest request.

Groups of 2 or more guests from same company/TA to be

given same category and same floor for their convenience.

Problematic room to be given last and for minimum possible


For single ladies do not block a inter connecting room, Also if

your hotel has a separate ladies floor / rooms then block

Non smoking guest can be allotted smoking floor but

Smoking guest should never be allotted a Non smoking

Upgrade should be only for short stay guest, or guest who is

paying rack rate or VIPs.

6) Consider other options

Upgrade a guest if you have no other option available, do

inform the guest that he is being upgraded on the no
availability of his desired room

Any Room Upgrade has to be approved by the Front

office manager / Duty Manger.

7) Handle the downgrade situation

If the only available rooms represent a downgrading of the

room reserved, explain the problem to the guest and explain
the differences between the two room types.

If the guest accepts the change, let him know the earliest
possible time that he could move to the room type he
reserved and ensure that his room rate is adjusted.

Front office manager to speak to the guest for service

recovery if necessary in this case.

8) Room allocation has to be done as per the status of the

reservation ie confirmed / guaranteed bookings to be blocked first.
Waitlisted / Tentative bookings can be blocked later.
9) Guest with disabilities may need rooms fitted to their special
needs, special amenities or services required at the time of
reservation. It is always advisable to super block these rooms well
in advance.
Training Summary questions:
Q1. What are the type of rooms available in the hotel.
Q2. What all details to verify with the guest at time of check in?
Q3. Why is it so important to ensure in the system that the room
type requested is the one that is being given?
Q4. How do you handle a situation where a room request cannot
be honoured?
Q5. What are the common requests by the guests?
Q6. What are guidelines for room up gradation?
Q7. Whom to be informed when a room is downgraded?
Q8. Is it a good practice to block problematic rooms for a long
stay guest ?

SOP Housekeeping Bed

SOP Number: HK - 05 ( SOP serial number and
department code )
Department: Housekeeping Guest Room
Time to Train: 60 Minutes
Preparing for Bed Making:

Remove soiled bed linen from the bed.

Look at the mattress pad / mattress protector to see

if it is stained, torn or damaged. If it is not straighten
it and make sure the mattress and box spring are

Always adjust the mattress with your leg and not

with your back to avoid any injuries.

If the mattress pad is stained then remove it.

Get a clean mattress pad and place it on the


Lay the fresh pad on the bed.

Unfold the pad right-side up and spread it evenly

over the centre of the bed.

Smooth out any wrinkles.

Mattress pads / mattress protector comes in different

size, be sure to use the correct size.

Make sure you have the correct size sheets.

Do not use a stained or torn sheet. Place them

immediately in your solid linen bag.

Take three fresh sheets and 04 pillow cover / slips

as per the bed size.

Making the bed:

Pull the bed a little away from the headboard.

Spread the 1st bed sheet and tuck the bottom side
of the bed except for the four corners.

Take the loose end of the sheet, about a foot from

the corner at the head of the bed and pull it straight
out, foaming a flap. Pull up the flap so it is flat.

Tuck in the free part of the corner.

Pull the flap out toward you and down over the side
of the bed. Tuck the flap in.

Move to the corner at the foot of the bed on the

same side of the bed and repeat the procedure.

Spread the second sheet the wrong side up, from

the edge of mattress.

Put Quilt 6 lower than the 2nd sheet.

Spread the third sheet over the quilt.

Fold the second sheet above the quilt and the third
sheet and make a fold approximately 6 to 8.

Tightly tuck the sheets under the mattress.

Go towards the foot of the bed and tightly tuck the

second sheet, quilt and third sheet together.

Maitre the corners.

Inset the pillows into the new pillowcase and tuck in

the loose ends.

Repeat this process for the other pillows.

Place the pillow on the bed with the tucked edges

facing the centre and the tucked flaps on the other
side of the pillows.

Position the bedspread on the bed with equal

amounts hanging over both sides and the foot of the

Report to the supervisor if you notice stains or tears

in the bedspread.

Smooth the bedspread over the pillows to the head

of the bed.

Tuck the remaining of the bedspread under the front

edge of the pillows.

Smooth the surface of the bed.

Check the bedspread for evenness on both sides.

Push back bed towards the side of headboard in the

exact position.

All the four corners of the bed is mitered properly.

Bed linen is stain free and properly pressed. Bed
has to be firm.

Distance of the pillow from Headboard to the fold of

the bed is approximately 20.

Training Summary questions:

Q1. What all to be looked for while removing the bed

Q2. Why should the mattress be adjusted with the leg?
Q3. What to be done if you find a torn of soiled bed
spread / bed cover?
Q4. What should be the distance of the pillow from
headboard to the bed fold?
Q5. How to position the bed spread / bed cover on the

SOP - Banquets - Back-Of-House

Setup & Equipment Storage
SOP Number: F&B -XX ( SOP serial number and
department code )
Department: Food and Beverage Service Banquet
Time to Train: Estimated time for training
The front-of house is a reflection of what happens in the
back-of-house. It reflects the teams ability to work in a
clean and organized way, and with discipline. Where the
back of the house (BOH) is neglected, operations
personnel will find it more difficult to provide an efficient
service for guests.

The back-of-house shall be impeccable at all times.

Equipment must be stored in the appropriate area

and the furniture taken care of properly.

The cleanliness of this area is of vital importance to

maintain hygiene standards.

For each large function, one person will be in charge

of organising the b-o-h. Her/his responsibilities
include the following :

She/he will make sure that all waiters, bartenders,

stewards and cooks respect the back-of-house rules
ensuring that it remains an efficient working area.

She/he will ensure that all the required equipment

for serving the next course or drink is ready and,
wherever needed, she/he will assist in setting up.

She/he will prepare the whole set-up for the coffee


She/he will assist the Chief Steward in organising

the cleaning station in an efficient way.


All equipment must be returned to its storage place

as soon as the function is finished.

Every piece of equipment has its storage place

which must be organised in an efficient way. This will
ease access to this equipment.

Proper storage of equipment will result in less

breakage and damage.

In every storage room, signs must clearly indicate

where each piece of equipment is to be stored.

Training Summary questions:

Q1. What is a back of the house in Banquet?
Q2. Why it is important to keep the back of the house
clean and clutter free?
Q3. What are the tasks to perform for persons
responsible for ( b-o-h)back of the house during banquet
Q4. What are the importance of proper equipment
Q5. Why proper signs must to indicate where each piece
of equipment in kept?

SOP Housekeeping Cleaning

Bathroom tiles and Mirror
SOP Number: HK - 17 ( SOP serial number and
department code )
Department: Housekeeping Guest Room
Time to Train: 30 Minutes
Cleaning tiles:

Apply diluted cleaning solution on to the scrubber

and scrub top to bottom ensuring dirt/hair are
removed from the tiles.

Clean small area of the tile and grout and then dry
with a sponge.

Wet sponge with hot water and remove detergent.

Tiles have to be cleaned daily with diluted Cleaning


They have to wipe dry, leaving no body fats or

streaks on the tiles.

Recheck all tiles to ensure no dirty streaks are left

on the tiles.

Care has to be taken around toilet and bathtub to

make sure all tiles are dry.

Wipe all surfaces with a dry cloth.

Cleaning mirrors:

Use a damp sponge with water only to wipe the


Glass cleaner is not recommended for cleaning

mirrors because it may leave streaks.

Dry and polish the mirror with a dry cloth.

Wipe entire area of glass.

Check for smudges and re-wipe.

From a distance check the mirror for stains and

marks and leave the mirror spotlessly clean.

All glass surfaces have to be clean and shiny.

Cleaning of drain:

Spray small amount of cleaning solution on the drain


Scrub with Scrubber on top and below of drain


Wash with clean water.

Mop the drain cover and remove any ace of water

from the drain cores or holes.

Drain holes not to have signs of dirt building or

moping. They are to be left smelling fresh.

Training Summary questions:

Q1. Why tiles to be scrubbed from top to bottom?
Q2. What is the frequency of cleaning tiles?
Q3. What to be used to wipe the mirror?
Q4. What to be done if there are smudges on the mirror?
Q5. How to clean the bathroom drains?

SOP Banquet Beverage service

and Order taking
SOP Number: F&B -XX ( SOP serial number and
department code )
Department: Food and Beverage Service Banquet
Time to Train: 45 Minutes
The same basic rules for serving beverages apply as for
other F&B outlets, but because of the larger numbers of
guests, service needs to be quick and efficient.
Soft drinks will not be pre-poured in glasses more than 5
minutes before being served. Draught beers will only be
poured as required (no carafe).
Take Beverage Orders:

The function host will have selected the beverages

when booking the function. The banquet event order
(BEO) will list these details.

If a guest asks for a beverage which is not listed on

the BEO then know whether there is a extra charge
and tell the guest what the charge is.

Tell Guests which beverages are available.

Ask if guests would like to order beverages.

Write down the orders on the guest check according

to how guests are seated.

It is a good practice to assign a number to each

chair at a table.( E.g.: Chair No1 is the one closest
to the door or other landmark in the room)

Take orders from women first, then men.

Continue to take orders clockwise around the table.

Use standard drink abbreviations.

Listen Carefully to each order.

Repeat the order and any special requests.

Find out guest preferences for service, such as on

the rocks or straight up etc.

Verify the IDs of the guest who order alcohol and

they look under age. ( If required by your local

Place Beverage on the cord-lined tray:

Line the tray with a clean linen napkin to improve the

look of the tray and to absorb spills and moisture.

Center glasses so the tray is well-balanced. Put

heavy or tall glasses in the center of the tray.

Place a stack of beverage napkins on the tray.

Server Beverages:

Server each beverage from the guests right with

your right hand.

Place a beverage napkin on the table in front of

each guest.

If the beverage napkins at the hotel are having a

logo, then place the napkins so that the logo faces
the guest.

Follow the guest check to serve the correct

beverage to each guest. Do Not ask who orders
which drink.

If pouring a beverage from a pitcher or bottle, pour

into the glass or cup without picking it up.

When Pouring, use a folded linen napkin as a splash

guard to protect guest.

Tips for cocktails / receptions,

guidelines must be followed :



From the moment guests start arriving, a minimum

of 2 waiters will be stationed at the entrance to the
room with a selection of drinks on a tray

No drinks will be placed on any service station in the

function room (i.e., no self service)

Each waitress/waiter will have on her/his tray a set

of cocktail napkins which are nicely presented

Elegant, simple tray decoration is recommended to

enhance the attractiveness.

For dinner, the following guidelines must be followed


No pre-poured drinks will be placed on the service

stations. Guest will be served directly by the bar

Carafes of ice water are allowed on the service


If wine is served, white wine must be kept in a wine

cooler. Only one bottle per service station is allowed.

Training Summary questions:

Q1. Where will be the Beverage list selected by Host

Q2. What is the process if a guest asks for a beverage

which is not listed on the BEO?
Q3. How to assign seat numbers to chairs?
Q4. How should you palace a napkin which his having a
Q5. Why the alcoholic drinks are not placed on service
stations for self service?