SOP – Housekeeping – Departmental

Policy setup
Time to Train: 60 Minutes

Department orientation:

 On the first day all new staff is introduced to all the Executive/ Supervisors of
Housekeeping.
 They are shown the Housekeeping office, laundry and uniform/linen room.

 They are shown all other administrative offices and public areas.

 They are shown some of the rooms, pointing out fire exits, pantries, and location of fire
alarms and location of service lifts.       
 All staff on their first day in Housekeeping is given a brief tour of the areas that comes
under Housekeeping.

Shift Briefing:

 At the commencement of the shift, Executive/ Supervisor on duty to take the briefing.
 Information regarding new happening, group arrivals or departure, VIP’s in house etc.
included in the briefing.
 Guest comments cards (GSTS) and all other important departmental information to be
conveyed.

 Information about guest birthday and anniversary.

 Housekeeping Executive or Supervisor carries out the briefing at the commencement of
the shift.
 The briefing should take maximum of 10 to 15 Mints.

Staff Hotel access:

 Staffs are not permitted on premises more than 1/2 hour before shift starts.
 Staffs are not permitted in premises more than 1/2 hour after duty ends unless working in
the department.
 Staffs are not permitted in premises on off days.
 No visitors of staff are allowed inside the premises unless permitted by the management.
 Staffs adhere to hotel rules regarding time of admittance on premises.

Grooming & Hygiene of staff:

 All employees have to present themselves in a neat and tidy manner constant with the
physical environment they work in.       
 All employees should wearing company uniform on duty.

 Shower daily.
 Brush your teeth regularly
 Keep hair free of lice, dandruff.
 Do not chew gum, tobacco
 Wash hands regularly
 Gargle after smoking and have a breath freshener.

Marking of attendance and duty:

 At the commencement of every shift, the Housekeeping Executive/ supervisor marks the
attendance of all staff.
 Staffs are allocated different areas according to the duty roster.
 Duties and Attendance of all Housekeeping staff is marked at the commencement of each
shift by Housekeeping Executives/supervisors at the control Desk.
 There should be only supervisor for a staff.

Training Summary questions:

Q1. What all to be shown and briefed on the first day of a new employee?

Q2. HK staffs are not permitted how many hours before duty?

Q3. Who is responsible for the allocation of duty roster and staff?

Q4. What to be done after smoking?

Q5. What all points to be discussed while conducting the staff briefing?

SOP – Housekeeping – Inspecting VIP

and VVIP Guest Rooms
Time to Train: 30 Minutes

The purpose of this standard operating procedure is to understand how to inspect a guest room
which is made ready for any VIP, VVIP or celebrity arrival or check-in. The responsibility of
inspecting rooms for such important guest arrivals not only lay with the Executive Housekeeper
 but also with other HOD's or the General manager himself can inspect the room prepared for the
VIP guests.  

Below are few points to note while inspecting clean and blocked rooms for VIP/VVIP.

 The final room inspection should be done by either Executive Housekeeper, HOD or the

General Manager.
 All VIP rooms are should be checked personally by any of the above-mentioned Head of
the departments.
 The guest room is opened and looked over to gauge how it will be seen by the VIP guest
when he /she enters the room.
 A more thorough checking is done with the use of housekeeping room inspection
checklist. 
 All neglected cleaning areas should be checked using the neglected cleaning area
checklist.
 Along with the items and surfaces mentioned in the checklist, bedspread, lamp shade and
pictures on the wall are checked for through cleanliness.
 The room should smell fresh, with no bad odours or dampness.
 White-ragging is carried out on random surfaces-this means checking the cleanliness of
an area by wiping a white rag across it to see the degree of soiling.
 Check all VIP and VVIP amenities and make sure nothing is missing as per
the hotelsstandard.
 Check the guest preferences or feedbacks from the last visit (if any) then make sure those
are arranged for.
 Check if the complimentary wine bottle, flower basket, fruits basket etc. is placed and in
order (as per the hotel's policy).
 The toilet bowls should also be checked by running a damp cotton swab under the rim.
 Check for any wrinkles of stain mark on all the linens used.
 Check the functioning of all electronic types of equipment like TV, Telephone, Ipad
dock, home theatre etc.
 Check the functioning of the HVAC (Heating Ventilating and Air Conditioning) systems.
 Finally, the executive housekeeper should also do a final check on VIP rooms before
releasing the room to the front desk for check-in.

Training Summary questions:

Q1. Who is responsible for inspecting the VIP rooms?

Q2. Which all checklists are used while inspecting the VVIP rooms?

Q3. How to check the toilet bowls?

SOP - Housekeeping – Pest Control

 Time to Train: 30 Minutes

It is the management policy that pest control is carried out on a regular basis and that
the Housekeeping Department has an overall responsibility to co-ordinate between the
contractors and all departments.

Purpose: The purpose of this policy is to ensure that the Hotel premises are refrained from all
pests, to ensure problem areas can be identified and effective measures can be taken promptly
and to ensure that the minimum disturbance is caused to the operation of the Hotel and our guest.

Procedure

If any hotel staffs find pests such as cockroaches, ants, rats, spiders, flying insects etc. in any
area of the Hotel they should immediately report it to the Housekeeping Department.

Housekeeping Staff will record the details in the Pest Control Log Book. The Format is as
follows:

 Date
 Time
 Description of Pest Problem
 Location of Pest Found
 Date of Pest Treatment Appointment
 Job Completed on.
 Staff accompanied.
 Signature

Housekeeping Manager is to review the Pest Control Log Book weekly to ensure the proper
treatment is complied with.

Housekeeping floor supervisor or the Housekeeping manager should co-ordinate with the pest
control contractor for monthly schedule and urgent implementation arrangement of ad-hoc pest
control.

Housekeeping Manager will advise other department of the schedule and the type of treatment
used for pest control, so the necessary safety measure can be taken by the concerned department
Eg. Covering of food, cancelling of table settings etc.

Pest control contractor will be guided and accompanied by Housekeeping staff for security and
job performance control purpose.

Types of Pest Control service:

 There are three basic treatments in controlling pests:

 Rodenticide Treatment (e.g. Laying of rat bait)

 Insecticide Treatment (e.g. Spraying of Insecticide)
 Flying Insects Control (e.g. Fumigation).

Areas Covered- All guest rooms, guest floor pantries, pipe duct rooms and both stair ways.

Treatment – Spray plus laying and checking of rat bait.

Frequency – Every second month during daytime.

Pubic Areas

All pubic areas, corridors, loading bay all toilets, general store, male and female changing rooms,
rubbish rooms, lobby and front desk, floor terracing areas, driveway, workshop and engineering
areas.

Treatment – Spray plus laying and checking of rat bait

Frequency – Monthly during overnight

Kitchen and Restaurants Areas

All F&B outlets i.e. All kitchens, staff canteen and restaurants.

Treatment – Spray plus laying and checking of rat bait, fumigation

Frequency – Monthly during overnight.

Training Summary questions:

Q1. What is the purpose of pest control in hotels?

Q2. Who should you inform if you find pests like cockroaches, ants, rats etc. In hotel premises?

Q3. What should be the ideal frequency for pest control for public areas?

Q4. Who should review the pest control log book?

Q5. What are the types of pest control services?

 Guidelines for Handling guest
complaints
management and staff should keep the following resolution guidelines in mind when
handling guest complaints. The main steps in handling the guest complaints are Listen –>
Empathise –> Apologise –> Take action –> Follow up.

When expressing a complaint, the guest may be quite angry. Front office staff members should
not make promises that exceed their authority.

Honesty is the best policy when dealing with guest complaints. If a problem cannot be solved,
front office staff should admit this to the guest early on.

Front office staff should be advised that some guests complain as part of their nature. The staff
should develop an approach for dealing with such guests.

Top Ten ways of handling guest Complaints:

1. Listen with concern and empathy.

2. Isolate the guest if possible, so that other guests won't overhear.
3. Stay calm. Don't argue with the guest.
4. Be aware of the guest's self-esteem. Show a personal interest in the problem, Try to use
the guest name frequently.
5. Give the guest your undivided attention. Concentrate on the problem, no on placing
blame. Do NOT Insult the guest.
6. Take notes. Writing down the key facts saves time if someone else must get involved.
Also, Guest tends to slow down when they see the front desk agent trying to write down the
issue.
7. Tell the guest what can be the best done. Offer choices. Don't promise the impossible,
and don't exceed your authority.
8. Set an approximate time for completion of corrective actions. Be specific, but do not
underestimate the amount of time it will take to resolve the problem.
9. Monitor the progress of the corrective action.
10. Follow up. Even if the complaint was resolved by someone else, contact the guest to
ensure that the problem was resolved satisfactorily.

How to Handle Reservation

Cancellations in hotels
 A guest actually does a service to the hotelwhen they take time to cancel a reservationinstead of
not informing and then the reservation becomes a no-show. A reservation cancellation informs
the hotel that a previously reserved room is once again available, and helps the front desk more
effectively manage its room inventory.

Hotels should make processing cancellation easy and efficient. Reservation Cancellation, like
any guest service, require the hotel staff to be polite, courteous and effective as possible.

Following points to be taken with care while cancelling a non-guaranteed reservation:

 Obtain the guest's name and address

 Number of reserved rooms
 Arrival and departure date
 and the reservation confirmation number if available
 Name  and contact number of the Person calling for cancelling the booking
 Reason of cancellation

These information will ensure that the correct reservation record is accessed by the reservation
agent and then cancelled. After recording the cancellation, if available the agent can give the
cancellation number to the guest / caller who had cancelled the booking. 

Reservation agent must ensure that the correct reservation has been cancelled and also may ask
the guest whether they would like to make a alternate reservation for any other dates.

Cancelling a Guaranteed or Credit Card Guaranteed reservations:

 While cancelling a Guaranteed reservation, along with the points mentioned above the
reservation agent should also take care of the following points:-
 Communicate to the caller that according to the hotel cancellation policy their credit card
would be charged along with the total amount which is going to be charged.
 After processing the cancellation the reservation agent should give the cancellation
number to the guest, this would be retained by the guest as proof of cancellation int he
event of erroneous credit card billing.
 Make the reservation record as cancelled, properly initiated and documented and add the
cancellation number to the reservation record.
 Most credit card companies support no-show billing only if the hotel issues a cancellation
number.
 If a non-automated property then update the room availability, returning the reserved
room back to availability status.
File cancelled reservation documentation for future references as per the hotel policy. In a non-
automated hotel the reservation record is kept until the expected date of arrival just in case the
reservation was cancelled by mistake.

Advance Deposit Policy: Polices related to cancellation of reservations with advance deposits

may always very among hotels. The reservation agent should treat cancellation of reservations
with advance deposit with much care as they do with other types of reservation cancellations.
According to the hotel policy of some hotels the advance deposit  charges are refunded back to
the guest after deducting the applicable cancellation charges.

Sample Standard Telephone Welcome

Greetings Used in Hotels

Sample telephone script 1

Hotel staff:

"Good Morning - thank you for calling Setupmyhotel (mention your hotel's name), how may I
direct your call? "

Guest: 

"I need to speak to someone from room reservation"

Hotel Staff:

“Reservations (Reconfirm the department), Connecting your call”

Sample telephone script 2

Hotel Staff:

“ Good Evening – thank you for calling The Coloud9 Hotel & SPA ( mention hotel name) my
name is Sandy ( Mention staff attending the call) how may I assist you ?”
Guest:

“I need to speak to the Travel Desk”

Hotel Staff:

“Certainly Sir, allow me a movement while I connect your call”

Sample telephone script 3

Hotel Staff:

“Thank you for calling The Cloud hotel (mention your hotel name)

Guest:

“I need to make a reservation for dinner at your coffee shop”

Hotel Staff:

“Transferring your call with pleasure”

Sample telephone script 4

Hotel Staff:

“Welcome to Hotel Paradise (mention your hotel name), How may I assist you?”

Guest:

“Can you connect to your cake shop?”

Hotel Staff:

“Please be on the call while I transfer the call”

Sample telephone script 5

Hotel Staff:

“Good evening Grand Hotel (mention your hotel name), How may I help you?”

Guest:

“I need to book a room at your hotel”

Hotel Staff:

“Sure, allow me to transfer your call to our Reservations department”

Sample telephone script 6

Hotel Staff:

“Hi, Hotel Lime light palace (mention your hotel name) this is David, how may I Assist you?”

Guest:

“I need to speak to someone from the Reservations”

Hotel Staff:

“Certainly, I will connect you to the reservations”

Sample telephone script 7

Hotel Staff:

“Namaste / Vanakam! ( Wish according to your regional greetings) thank you for calling Hotel
Plaza ( mention your hotel name), How may I help you?”
Guest:

“I need to speak to someone from the Reservations”

Hotel Staff:

“Transferring your call with pleasure”

Sample telephone script 8

Hotel Staff:

“Thanks for Calling Hotel Cube (mention your hotel name), this is Erica speaking how may I
assist you?”

Guest:

“Can I Speak to someone from the  Front desk?”

Hotel Staff:

“Front Desk, Kindly hold while I transfer the call to our Front Desk”

Common Maintenance works in Hotel

guest rooms
The Housekeeping department often takes the first step to maintenance functions for which the
engineering department is ultimately responsible. There are three kinds of maintenance activities:

1) Routine Maintenance

2) Preventive Maintenance

3) Schedule Maintenance

Routine Maintenance:
These are activities those which relate to the general up-keeping of the property, occur on a
regular daily or weekly basis, and require relatively minimal training or skills. These are
maintenance activities which occur outside of a formal work order system and for which no
specific maintenance records are kept.

Examples:- Sweeping carpets, washing floors, cleaning readily accessible windows, cutting
grass, cleaning guest rooms, replacing burned-out light bulbs etc.

Many of these routine maintenance activities are carried out by the housekeeping department and
no job order is sent to the engineering department.

Preventive maintenance:

Preventive maintenance consists of three parts: inspection, minor corrections, and work-order
initiation. Inspections are performed by housekeeping staff in the normal course of their duties. 

Examples:- Room attendants and inspectors may regularly check guestrooms for leaking faucets,
cracked caulking around bathroom fixtures, and other items that may call for attention by
engineering staff.

Attending to leaking faucets and improper caulking around sinks and tubs can control
maintenance costs by preventing greater problems, such as ceiling or wall damage in the bath
below.

Communication between housekeeping and engineering should be efficient so that minor repairs

can be handled while the room attendant is cleaning the room. Preventive maintenance by its
nature sometimes identifies problems and needs beyond the scope of a minor correction. These
problems are brought to the attention of engineering through the work order system.

Scheduled Maintenance:

Scheduled maintenance activities are initiated at the hotel based on a formal work order or

similar document. Work orders are a key element in communication between housekeeping and
engineering. 

Example: when a member of the housekeeping department fills out a work order form, one copy
is sent to the executive housekeeper and two copies to engineering. The chief engineer gets one
of these copiers and gives the other to the maintenance staff assigned to the repair. 

A Sample work order form can be found here: Work order form

 The maintenance staff will indicate the number of hours required to complete the work, any parts
or supplies required, and other relevant information. When the job is completed, a copy of the
trades person's completed work order is sent to the executive housekeeper.

Etiquettes and Manners for Hotel Staff /

Front Office Staff

1. Always greet guest and colleagues with a smile and maintain a friendly and pleasant
expression.
2. Stand upright, do not fold your arms in front of the guest.
3. Keep your hands out of your pockets.
4. Do not lean on the counter at any time and especially when dealing with the guest.
5. Do not play with your hair and jewellery when you are at the front of the house area.
6. Ensure a positive body language at all times.
7. Always be tactful and courteous, never argue with guests.
8. Be humoured and even-tempered, do not become over friendly with guests.
9. Always be attentive when speaking to guest and look at a guest when addressing him/
her.
10. Always look and act professionally, do understand that there are other guests watching
your behaviour.
11. Always appear confident and be positive.
12. Always listen carefully to the guest when talking to him/ her.
13. Try to use the guest’s name at least twice once known.
14. Try to ask the right questions to identify the needs of the guests.
15. Talk clearly and maintain a good tone of voice at all times.
16. Do not criticize one guest to another.
17. Do not refer guest as “He/She to They“ in their presence.
18. Never weary the guest with your troubles.
19. Never discuss religion or politics with guests.
20. Be specific in your explanations, in-case of any doubt then consult your colleagues and
promptly get back to the guest.
21. Always give the guest a warm and friendly welcome, “Good morning Mr Bond, how may
I help you today”.
22. Make the guest feel comfortable and safe.
23. Refer to the guest twice by the correct title and name once known.
24. Identify the guest’s needs and try to provide anticipatory service.
25. Always observe what is happening around you and be ready to assist the guest when
needed.
26. Show guests a sympathetic interest.
27. Take your time for the guest and do not rush with them.
 28. Always recommend in-house hotels services to the guest and provide with a brochure or
additional details if required.
29. Appear neat and tidy but never severe or harsh or strict to the guests.
30. Always try to maintain eye contact with the guests.
31. Should have a good product knowledge and keep updating about new products and
services offered.
32. Know the different facilities and services available in the hotel and be ready to describe
the details to the guest when asked.
33. Know who is who in the hotel organization.
34. Know about VIP, VVIP and repeating guests.
35. Have a clear understanding of the layout of the hotel.
36. Should know the location, timings, promotions and theme nights of the outlets.
37. Know which function is taking place and where.
38. Have a good knowledge of the place and surroundings where the hotel is situated, eg:
nearby places of interest, distance to the airport etc.
39. Be aware of any special promotions or food festivals going on in the hotel.
40. Front desk team should possess a thorough knowledge of all different rooms types and
their rack rates. 
41. Food and beverage staff should have a good knowledge of the menu.

Housekeeping Daily Routine

Tasks Check-list

 Room re-made and cleaned efficiently.

 Allotted daily service completed by 6:00 PM(Timings depend upon hotel type)  
 No items were removed from the guest room unless placed in the trash basket.
 All flooring was swept/vacuumed.
 Mirrors/pictures were free from dust and smudges.

 Lamps, bulbs, shades and switches were free from dust, hair, streaks and fingerprints.
 All bulbs, TV, Hair Dryer, Ipad / Ipod / Mobile Docking station were functional.
 Bed tightly and neatly made. 
 Guest money, jewellery, mobile, laptops, valuables and personal items left untouched.
 Newspapers and magazines were stacked and left in plain view.
 Guest clothing found on the bed or floor were folded and placed on bed or chair, clothing
left on furniture was folded and left in place.
 Shoes were paired and placed to the side.
 All stationery and supplies restocked to parlevels.
 Laundry bag and order form were replaced and neatly presented.
 All trash cans were emptied.
 Sink, counter and mirror were wiped clean and spotless.
 Tub and shower cleaned, no debris, dust, spots, stains or hair.
 Toilet cleaned, no debris, dust, spots, stains or hair.
 Used linens were removed and replaced.
 Bathroom paper supplies restocked and Tissues re-pointed.
 Glasses washed or replaced, Coffee machine set up, cleaned and restocked.
 All Interior windows and window sills were free of dust, hair, streaks and fingerprints.
 Appropriate lighting was left on and TV channel reset to welcome screen.

Guest Bedroom Cleanliness and

Condition Service Standard
 All Flooring was free of dirt and debris including edges.
 Carpet / Wooden Flooring was in excellent repair and not worn or damaged.
 Counter tops, furnishings, chairs and tables free of spots, dust, stains and marks.
 All Furnishings and upholstery were in sturdy condition and also free of wear and
defects.  
 Ledges and baseboards were in good condition and free of dust and scuffs.  

 Lamp fixtures, decorative objects were free of dust.

 Ceiling was in good condition, free of dust, cobwebs and stains.  
 All Paintwork or wallpapers was in excellent condition, free of scuffs and marks.
 Drawers inside were free of dust and debris, with ample space to open and close
smoothly.
 All Waste bis were empty and in good condition.
 Ashtrays, if present were undamaged and also free of dirt and ashes.
 Window/sliding glass were undamaged and free from smudges on the inside.
 Picture frame glass was free of spots and dust on frames.
 All Mirror glass was undamaged, free of streaks and dust on frame.
 TV LCD / LED screen was free of streaks/spots, all wires and cords were orderly hidden
behind the screen.  
 All Draw cord or handle to close curtains worked easily.
 Curtains closed completely and provided complete blackout.
 Bed tightly and neatly made.
 Mattress and box springs were aligned.

 Bedspread and skirting was in good condition, not worn, free of stains, hair and debris.
 Blankets were in good condition, not worn or damaged, free of stains, hair and debris.
 Bed sheets were in good condition, not worn or damaged,  free of stains, hair and debris.
 Pillow cases were in good condition, not worn or damaged,  free of stains, hair and
debris.
 Bed frame and headboard were in good condition, free of damage, free dust and
markings.
 Underneath bed was free of dust and debris.
 Wardrobe had working internal lighting.
 Wardrobe was in good condition, free of wear and damage, neatly arranged, and free of
dust.

 Sufficient supplies were provided (shoe shine, shoe polish, laundry bags, lists, etc.)
 Like type hangers matched and were of good quality. And Hangers consisted of suit,
padded and clip hangers (minimum of 8 to 10 hangers present).   
 In-room safe not worn, worked properly, and instructions were easily understood.

Guest Room Deep Cleaning

Checklist and Tasks

Task 1: Turn Mattresses and Change Bedspreads

 Remove linens (mattress pad, linens, and bedspread) from the bed
 Lift the mattresses from the box spring. (This should be a two-person job and use the legs
for lifting and not your back)
 Lift the box spring off the bed frame.
 Check for any tear, soil, stains or springs which are popping out.

 Thoroughly clean the frame and headboard.

 Vacuum behind and inside the bed platform and mattress cording.

 Rotate the box spring

 Inspect pillows and replace pillows that have stains or wear and tear.
 Dust ruffles and straight it.
 Remake the bed with a clean mattress pad, linens, and bedspread.

Task 2: Dusting of High Places or hard to reach areas

 Using an extended feather duster, dust where the wall meets the ceiling. use of a
stepladder is recommended here.
 With at the most care dust the smoke detectors, sprinklers and any wifi routers.
 Dust and wipe the tops of almirah, frames of paintings, curtain holders etc.
 Dust light shades and clean with a damp cloth if needed
 Dust and wipe all AC vents, curtain holders and top of doors.
 Clean everything else above your head level.

Task 3: Clean Window glass, Grills and draperies.

 Use a scrubber and window cleaner to clean grease marks, fingerprint and hard dirt from
window panels.
 In case any dirt outside the sealed glass then reports the same to the maintenance team.
 Clean window glass from the top to down with a window wiper.
 Wipe all window frames with a damp cloth.
 Clean the window track thoroughly.
 Remove draperies that need professional dry cleaning from drapery rods.
 Label draperies by room number, and send them to be laundry for dry cleaning.
 Inspect and clean pulls, hooks and rods.
 Place hooks in saleable bags to make sure they are not lost.

Task 4: Cleaning Walls, carpets and Doors.

 Use a mild solution or all-purpose cleaner on a so sponge and clean gently

 Do not spray the cleaning solution directly on to the wall but spray to the sponge instead.
 Work from the boom up to avoid streaks, and work clockwise around the room.

 Stains or marks which cannot be removed to be reported ot the maintenance.

 Dry all wiped surfaces with a clean while cloth.
 Clean anything hanging on the wall
 Wipe switch plates, phone plugs, and wall jacks
 Clean the closet walls and luggage racks
 Clean both sides of every door, including viewers, hinges, the frame, locks, and lock
plates
 Work clockwise around the room to clean carpets and moving large pieces of furniture.
 Edge the carpets with a crevice tool or a broom.
 Take care of carpet spots. Use standard removal techniques depending on the type of
stain.

Task 5: Cleaning TV and other electronics

 Turn off the TV, as it is easier to spot the dirt on the black surface.
 For cleaning the LCD screen use, use a soft, clean, lint free, dry cloth or a microfibre.

 Never use cleaning fluids, wax, or chemicals to clean the LCD screen.
 Wipe the frames of the TV with the same cloth.
 Wipe the Speakers with a microfibre cloth.
 Use a micro fibre cloth to clean other electronic gadgets in the room. 

Task 6: Clean light shades and fire exit map

 Remove the shade and use a damp cloth to clean the extrude and shade thoroughly.
 Reposition the shade
 Remove and dust exit sign covers
 Wipe inside exit signs with a damp cloth
 Replace exit sign covers.

Task 7: Clean Furniture 

 Vacuum upholstery and Use a vacuum attachment to get tight spots.

 Clean under cushions, and inspect and turn them.
 Rub upholstery spots gently with a light fabric cleaner, then blot the area with a white
cloth
 Check the manufacturer’s directions before cleaning spots from upholstery.
 Always use an oil-based cleaner on wood furniture.
 For laminated furniture use an all-purpose cleaner.
 Clean the backs of all furniture and dry them with a clean cloth
 Wipe inside drawers with a clean dry cloth.
 Report to maintenance if you find any drawers that do not slide smoothly.

Task 8: Clean Bathroom.

 Remove the shower curtain and replace them if required.

 Soak the hooks in soapy water and replace any broken hooks
 Clean the curtain rod and reposition a clean shower.
 Scrub Tile and Grout and use grout cleaner and a grout brush to remove mould and
mildew.
 Remove any buildup from the shower, the tub, around the sink, the toilet, and the ceramic
tile door.
 Rinse all areas thoroughly, Dry and polish with a dry cloth.
 Wash the Bath Mats and also brush the back side of the mat to remove any dirt.
 Remove dirt from the shower, the tub, around the sink and from the floor tile.

Basic Principles of cleaning in Hotel

Housekeeping Department
 Regardless of the type of the hotel or size of the hotel, the housekeeping department should
follow the certain basic principles in cleaning or basic cleaning rules to follow in any kind of
cleaning activity, whatever the nature of the surface, material or the soil.

The room attendants or room maids must follow these cleaning principles or cleaning rules in
order to consistently produce spotless cleaning of the guest rooms and public area without
damaging the surface or the area in which they are cleaning.

Below is the list of Housekeeping Basic Principles

of Cleaning:
1. All soils should be removed without harming the surface being cleaned or the
surrounding surfaces.

2. The surface should be restored to its original state after the cleaning processes.

3. The cleaning process should be efficient, using a minimum of equipment, cleaning

agents, labour & time.

4. The simplest cleaning method should be tried first, along with using the mildest cleaning
agent.

5. Always use the cleaning methods least harmful to the surface should be used.

6. The cleaning should proceed from high area to low wherever possible.

7. Always start with the cleaner surfaces & then go on to clean the more heavily soiled
ones, so as to prevent the spread of soil from dirty to cleaner surfaces.

8. While wet cleaning an area or polishing the floor, the cleaner should walk backwards
while cleaning in front of him.

9. Use of the suction/vacuum cleaning should be preferred over sweeping wherever

possible.

10. Sweeping should be done before dusting, and dusting before suction cleaning.

11. The noise levels while cleaning should be kept as low as possible.

12. Try to remove stains as soon as they occur using the correct methods.
13. The cleaner should take all safety precautions while cleaning.
 14. The cleaning agents & equipment should be stacked neatly to one side after each use.
15. The cleaner should start cleaning from the farthest end of an area, working towards the
exit.
16. After the cleaning process is over, all equipment should be washed or wiped as
applicable, dried, & stored properly.
17. Cleaning agents should be replenished & stored properly.
18. All waste need to be discarded & the working area should be always left neat & tidy.

Room Inspection Checklist used by

Housekeeping Supervisor
The Guest room inspection ensures that the desired results of an established cleaning system are
consistently achieved by the housekeeping department. The main Purpose of a room inspection is
to catch any problems that may have been overlooked during the cleaning before it is found by
the guest and becomes a dissatisfaction and complaints.

Housekeeping department should implement a well-conducted and diplomatic room inspection

program, this can also motivate the room attendants or room maids as the employees/staff take
pride in their work and enjoy having an opportunity to set standards to others.

Every guest room must be checked on the daily basis by housekeeping supervisor, this will help
the hotel to attain high guest satisfaction in terms of room comfort and also for safety reasons. If
the floor supervisor is not been able to check the room by the end of the shift, the Asst.
Executive housekeeper must do it before releasing the room for guest occupancy.

Use of a pre-printed room inspection check-list form will prove effective for the hotel
management. It will establish a set procedure ensuring that will remind both Housekeeping
Supervisor / Executive and Room maids of any defects and missing amenities for the guest. 

The following attachments will offer a sample and guide to check each aspect of getting a room
ready for guest.

Job Description for Painter and Polisher

Engineering

Position Title: Painter / Polisher
 Reports To:  Shift Engineer / Asst. Manager Engineering

Position Summary:

As a pinter or polisher in the engineering department, you will be responsible to apply paint,
stain and other finishes for property walls, ceilings, and furniture using brushes, spray guns, or
rollers.

Additionally responsible to clean up, store paint and painting tools and equipment in appropriate
areas. And follow policies and procedures for the safe operation and storage of tools, equipment,
and machines.

Painter and Polisher Duties and Responsibilities:

1. Able to apply paint, stain, varnish, enamel etc. to property walls, ceilings, and furniture.

2. Able to effectively use brushes, spray guns, or rollers.

3. Responsible for maintaining property colour scheme specifications.

4. Responsible for maintaining and match shades of particular areas.

5. Apply primers or sealers to prepare new surfaces, such as bare wood or metal, for
finish coats.

6. Remove old finishes by stripping, sanding, wire brushing, burning, or using water and/or
abrasive blasting.

7. Cover surfaces with appropriate material for protection during painting and posts
appropriate paint signs.

8. Clean up and store paint and painting tools and equipment in appropriate areas.

9. Use proper equipment, wear appropriate personal protective clothing (PPE), and employ
correct lifting procedures, as necessary, to avoid injury.

10. Coordinate with the vendor in order to modify colours of paint, stain, or varnish.

11. Take care of the area when the front of the house area-painting job is being carried out.

12. Always place the ‘Men at work’ signboard when working in public area or guest rooms.
 13. Take rounds of the restaurant and other public areas respective in charge and perform
paint/polish mark.
14. Complete appropriate safety training and certifications to perform work tasks.
15. Report work related accidents, or other injuries immediately upon occurrence to
manager/supervisor.
16. Identify and correct unsafe work procedures or conditions and/or report them to
management and security/safety personnel.
17. Any other job or duties assigned by the management as and when required.

Prerequisites:

Able to speak to guests and co-workers using clear, appropriate and professional language.

Discuss work topics, activities, or problems with co-workers, supervisors, or managers.

Education:

Technical schooling in the art of painting or Completed High school with equivalent experience
in painting and polishing.

Previous experience working in hotel/ resort/hospitality settings.

Experience:

Minimum 1 to 2 years experience working in a five star / full-service hotel or similar capacity in
a service industry.

Job Description for Human Resources

Coordinator

Position Title: Human Resources Coordinator

Reports To: Human Resources Manager 

Position Summary:

As Human Resources Coordinator you will work under the general guidance of the HotelHR
Manager and be responsible for supporting the HR team on their day to day operation. He/she
 executes the hotel’s Talent Development strategy by planning Company and hotel training
programs and the recruiting of non-management roles in the hotel.

Also Coordinating the administrative support to the Human Resources team in accordance with
the Hotel’s standard and procedures and to ensure that staffing needs are met in a timely manner,
from placing ads to interviewing and hiring.

HR Coordinator Duties and Responsibilities:

1. Attend any meetings on behalf of the HR Manager/ Officer.

2. Assists with the organisation of the staff social events.
3. Coordinating Hotel Associate events and activities.
4. Compiling payroll / Absence data.
5. Coordinating HR Dashboard / Statistics.
6. Coordinating staff food festivals and entertainment programs.
7. Co-ordinating staff daily transportation to and fro from staff accommodation.
8. Assist and resolve hotel staff and management queries.
9. Updating salary and benefits information.
10. Developing job descriptions, shortlisting, interviewing and selecting candidates,
preparing personal files of the colleagues.
11. Developing policies on issues such as working conditions, performance management,
equal opportunities, disciplinary procedures and absence management.
12. Helps employees identify specific behaviours that will contribute to service excellence.
13. Responsible for the on the job orientation for new hires.
14. Assist with Internship or training program and ensuring that all Interns are receiving the
necessary support and guidance during their industrial exposure training.
15. Manage HR administration such as starters and leavers process.
16. Complete monthly and fortnightly paperwork to be submitted to the Payroll team.
17. Ensure up to date and accurate information is fed into the Human Resources Software.
18. Assist with employee relation issues in the hotel in a confidential manner, including
disciplinarians, grievance and capability.
19. Ensure recruitment and selection process is adhered to and that all the relevant
immigration checks are carried out correctly.
20. Manage HR administration such as contracts, letters and personnel files.
21. Full usage of HR System including running of Payroll, Change of Status Requests and
other amendments as required that are for HRD Approval.
22. Maintenance of HR email account and ensures prompt response.
23. Analyze staff turnover and sick leave with the aim of implementing strategies for
reduction.
24. Assists the HR manager in Budget preparation where required and is fully aware of all
Budgeted Positions and hiring approvals.
25. Establish and maintain a group of contacts with Hospitality Colleges to set up a system
for entry-level employment.
26. Full coordination of employment residence visa, renewals, visa medicals and termination
of employment along with the PRO team.
 27. Ensure compliance with all HR legislation and keep up to date with changes to local
authorities.
28. Provide staff counselling, guidance, career planning, and oversee disciplinary matters up
to and including dismissal and oversee any Grievance Complaints made as required.
29. Supporting the hotel with departmental training requirements including inductions, work
experience, careers fairs, and training materials.
30. Ensures confidentiality is maintained at all times and provides information only to those
with a need to know.
31. To know and follow the Health & Safety at Work Act and comply with the hotel’s Health
& Safety policy.

Prerequisites:

Confidence in working independently and part of a team.

Flexibility to respond to a range of different work situations.

Effective written and oral communications skills including the ability to prepare reports,
proposals, policies and procedure.

Education:

Bachelor degree or Masters in Human Resources. 

Experience:

At least 2 years of experience in an International Luxury Brand Hotel in the same/similar field.

Job Description For Asst. General

Manager in hotels

POSITION TITLE: Assistant General Manager / Asst. Hotel Manager

REPORTS TO: General Manager / Area General Manager / Owner

POSITION SUMMARY:
 The Assistant General manager is responsible for all aspects of operations at the hotel and
provides support to the General Manager. 

Directs and coordinates hotels activities to obtain optimum efficiency and economy of
operations, and maximise full potential with a balanced focus on hotels mission, guests,
employees and owners satisfaction.

ASST GENERAL MANAGER DUTIES AND RESPONSIBILITIES:

 Assist the General Manager in his day to day operations.

 Assigns duties to HOD's and observers performance to ensure adherence to hotel policies
and established operating procedures.
 Provides training to staff and HOD's.
 Acts as the hotels public relations director  and promotes the property within the hotel
industry, local community and trade associations.
 Monitor the Guest feedback on Trip advisor, OTA's etc. and hotels GSTS and
RSTS surveys.
 Receives and resolved or assists the General manager in resolving guest complaints and
service recovery process.
 Selects or assist in the selection of hotel staff and completes all new hire paper works.
 Review employee performance and conducts personnel actions such as disciplinary
actions and terminations.
 Maintains accurate records including cash flows sheet, guest floor limit,
AR Ageing reports, Direct billing etc.
 Assisting General Manager during Morning meetings or conducts the morning HOD
meetings in the absence of General Manager.
 Adheres to all franchise and company procedures and regulations as well as standard
operating procedures.
 Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures and
service standards.
 Ensures the objectives and goals of Marriott and property owners work together to
achieve brand positioning and success.
 Builds owner loyalty through proactive communication, setting and managing
expectations and delivering solid business results.
 Assist GM in key property issues including capital projects, customer service and
refurbishment.
 Assist General Manager in wage scale surveys and ensures employee wages are followed
by the company and industry salary guidelines.
 Performs daily, weekly and monthly property inspections.
 Ensures property, grounds, physical plant and work areas maintained to standard.
 Builds strong working relationships and communications with hotel staff, HOD's and
other departments to ensure maximum operating effectiveness and fulfilment of special
event need.
 Cover shifts is all departments as scheduled by the General Manager.
 Monitor maintenance progress and FF&E (Furniture, Furnishings, and Equipment)
conditions and provide status report to GM.
  Audits on par stock on all areas to make sure that all required hotel supplies are ordered
and stocked in advance of need.
 Performs sudden audits on rooms and other operating areas.
 Provide effective leadership to hotel team members.
 Ensure hotel staff is provided with uniforms and name tags, and upholds property
grooming standards.
 Ensures effective, timely and accurate communications flow with regards to hotel
policies and procedures.
 Assist the GM in in all aspects of business planning.
 Must be available 24/7 in case to respond to any guest or employee emergencies.
 Corporate client handling and take part in new client acquisition along with the sales
team whenever required.
 Assisting in residential sales as and when required and development with strong sales
prospects.
 Respond to audits to ensure continual improvement is achieved.
 All Other duties as assigned by the General Manager or Management.

PREREQUISITES:

Strong management skills, ability to appropriately assign or delegate work and authority to
others in the accomplishment of goals. And provide coaching, advice and assistance as required. 

Available to work when needed, including weekends, holidays, and nights.

EDUCATION:

A university degree or diploma in hotel management or a related field with experience in

opening, managing or re-positioning a hotel with clear track record. Experience in financial
accounting, personnel supervision and problem resolutions is a added advantage. Excellent
computer system skills.

EXPERIENCE:

At least 5 to 10 years experience in the hospitality industry, with significant luxury and

international experience. And at least 3 to 4 years of experience as a Head of the development or
Asst. General Manager or Executive assistant manager.

Job Description For Hotel General

Manager
 POSITION TITLE: General Manager / HotelManager

REPORTS TO: Managing Director / Area General Manager / Owner

POSITION SUMMARY:

The General manager is responsible for all aspects of operations at the hotel, to day-to-day staff
management and guests. He / She should be an ambassador for the brand and your hotel. Provide
leadership and strategic planning to all departments in support of our service culture, maximized
operations and guest satisfaction. Work Very closely with the hotel owners and other stake
holders.

Responsible for managing the Hotels management team (HOD's) and overall hotel targets to
deliver an excellent Guest experience. A General Manager would also be required to manage
between profitability and guest satisfaction measures.

GM DUTIES AND RESPONSIBILITIES:

 Oversee the operations functions of the hotel, as per the Organizational chart.
 Hold regular briefings and meetings with all head of departments.
 Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures and
service standards.
 Lead all key property issues including capital projects, customer service and
refurbishment.
 Handling complaints, and oversee the service recovery procedures.
 Responsible for the preparation, presentation and subsequent achievement of the hotel's
annual Operating Budget, Marketing & Sales Plan and Capital Budget.
 Manage on-going profitability of the hotel, ensuring revenue and guest satisfaction
targets are met and exceeded.
 Ensure all decisions are made in the best interest of the hotels and management.
 Deliver hotel budget goals and set other shortand long term strategic goals for the
property.
 Developing improvement actions, carry out costs savings.
 A strong understanding of P&L statements and the ability to react with impactful
strategies
 Closely monitor the hotels business reports on a daily basis and take decisions
accordingly. 
 Ensure that monthly financial outlooks for Rooms,Food & Beverage, Admin & General,
on target and accurate.
 Maximizing room yield and hotels / resort revenue through innovative sales practices and
yield management programs.
 Prepare a monthly financial reporting for the owners and stake holders.
  Draw up plans and budget (revenues, costs, etc.) for the owners.
 Helping in the procurement of operating supplies and equipment, and contracting with
third-party vendors for essential equipments and services.
 Act as a final decision maker in hiring a key staffs.
 Coordination with HOD's for the execution of all activities and functions.
 Overseeing and managing all departments and working closely with department heads on
a daily basis.
 Manage and develop the Hotel Executive team to ensure career progression and
development.
 Be accountable for responsibilities of department heads and take ownership of all guest
complaints.
 Provide effective leadership to hotel team members.
 Lead in all aspects of business planning.
 Respond to audits to ensure continual improvement is achieved.
 Corporate client handling and take part in new client acquisition along with the sales
team whenever required.
 Assisting in residential sales as and when required and development with strong sales
prospects.
 Responsible for safeguarding the quality of operations both (internal & external audits).
 Responsible for legalization, Occupational Health & Safety Act, fire regulations and
other legal requirements.

PREREQUISITES:

The ideal candidate is a seasoned and highly intelligent hotel professional with outstanding,
management skills and extensive hands-on experience. Available to work when needed,
including weekends, holidays, and nights.

EDUCATION:

A university degree in hotel management or a related field with Experience in opening,

managing or re-positioning a hotel with clear track record. Excellent computer system skills.

EXPERIENCE:

At least 15 to 20 years experience in the hospitality industry, with significant luxury and

international experience, ideally including experience in remote locations. And 5 to 10 years of
experience as a General Manager or Asst. General Manager.
 Job Description for Hotel Financial
Controller (FC)
Position Title: Financial Controller / Director of Finance

Reports To: Hotel General Manager / Managing Director

Position Summary:

The Financial Controller (FC) will be responsible for managing the day to day operations of the
accounts department, like preparation and management of the hotels financial budgets,
implementing and overseeing all activities relating to the financial aspects of the hotel in
compliance with the local tax laws and also by the hotel’s SOP’s.

Additionally, responsible for the financial analysis, reporting, budgeting, forecasting, audit and
control, asset and liability reconciliation, working capital and cash control. Etc. Also, ensure the
safekeeping and updating of all legal documentation relating to the financial status of the hotel.

Financial Controller Duties and Responsibilities:

 Responsible for the properties overall accounting and financial management
requirements.

 Responsible to represent the finance department during daily morning HOD meetings.

 Responsible for the local tax authority compliance of the hotel.

 Responsible to support and liaise with the General Manager in meeting the strategic goals
of the organisation.

 Responsible for preparing and reviewing annual budgets, monthly forecasts, operating

results.

 Responsible for verifying all financial reports and ensuring that all transactions are
accurate and in compliance with local government regulations.

 Responsible to liaise with the hotel owner or managing director of the organisation.
 Able to prepare and submits management reports in a timely manner and also ensuring
delivery deadlines.

 Able to effectively implement all accounting policies and procedures.

 Able to ensure a strong accounting and operational control environment to safeguard

hotel assets.

 Able to assists proactively with cost control requirements.

 Able to assist with revenue enhancement possibilities.

 Able to assist with profit improvement opportunities for the hotel operations.
 Able to develop specific goals and plans to prioritise, organise and accomplish the work.
 Assists in the building of an efficient and professional team of employees within Finance
and Accounting Department.
 Monitors all local tax compliance that applies, and ensuring that taxes are charged
correctly and collected.
 File the local tax with the concerned authority on a monthly/regular basis.
 Monitor and improve hotels operation costs, profitability and manage business risks.
 Ensures profits and losses are documented accurately.
 Ensures property policies are administered fairly and consistently.
 Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
 Oversees internal, external and regulatory audit processes.

 Conduct regular weekly finance department meetings.

 Celebrates successes by publicly recognising the contributions of team members.
 Provides excellent leadership by differentiates top performers, fosters teamwork and also
able to encourages work/life balance.
 Establishes and maintains open, collaborative relationships with employees.
 Ensures employees establish and maintain open, collaborative relationships within their
team.
 Participates in the employee performance appraisal process, providing feedback as
needed.
 Responsible to ensure disciplinary procedures and documentation are completed
according to hotels standard.
 Any other tasks as and when required by the management.

Prerequisites:

 Should have a high command of MS Applications like Excel, Powerpoint etc.

 Knowledge of Back office or accounting systems like Sun, SAP, Sage, Freshbooks etc.
 Knowledge of Hotel Software or Property Management Systems like FIDELIO, OPERA,
Protel Etc.
  Excellent communication and negotiation skills.
 Fluent in English, both oral and written.
 Excellent financial/business decision making.
 Should possess strong Financial knowledge.
 Analytical skills and very well organised.

Education:

Qualified Charted Accountant (CA) or Similar or 4-year bachelor's degree in Finance and
Accounting or similar major.

Experience:

At least 5 to 10 years of financial and management experience with the day-to-day financial
operations in an up-scale (4/5 Star) hospitality environment.

Job Description for Human Resources

Manager

Position Title: Human Resources Manager / HR Director

Reports To: General Manager / Hotel Owner

Position Summary:

The Human Resources head oversee the daily operation of the Human Resources office.
Responsible for areas of Recruiting, Employee Relations, Benefits, Events, Workers
Compensation and other employee-related tasks.

Additionally responsible for short and long term planning of all the HR related functions like
workforce planning, recruitment, staffing strategies, wage and salary administration, associate
and labour relations, benefits, workforce training and development etc.

HR Manager Duties and Responsibilities:

 To ensure that the company HR operational policies and processes are adhered to and
continually improved.
 To assist in all activities concerning the sourcing & recruitment of staff, performance
management, staff discipline and HR administration.
 To coordinate all matters of employee work permits and visas.
 To coordinate and / or conduct departmental training and conduct new hire hotel
orientation program. 
 Implement corporate policies and procedures on compensation, incentive, bonus and
benefits.
 Continually assesses employee morale by analyzing absenteeism and turnover records,
lateness and resignations.
 Coordinate and oversee all matters related to staff accommodation, facilities, and
transport.
 Coordinates, controls and inspects employees accommodation, staff canteen, rest rooms
etc. ensuring it is of the highest possible standard of cleanliness and comfort.
 Coordinate employee wellness and safety programs.
 Conduct needs analysis, develop, implement, and monitor training programs and
materials.
 Encourages a good standard of employee conduct and behavior and coordinates
disciplinary procedure as and when necessary.
 Ensures appraisals are carried out for every employee every 12 months or as per hotels
management policy, and also reviews all appraisals and follows up on development
needs, if required.
 Assist in communication of key messages to all staff.
 Assist in recruitment and hiring of all employee.
 Ability to remain calm and courteous in demanding situations.
 Assists other department heads / HOD's in the formulation of HR policies and procedures
for their respective departments.
 Assists with and ensures that all procedures concerning promotion, transfer and staff
resignation is carried on within Company policy and also within legal boundaries.
 Assists in developing and conducting management training on a variety of leadership and
HR topics.
 Assists in overseeing preparation of reports required by government agencies.
 Oversee Workers Compensation programs, ensuring claims and reports are submitted in a
timely basis.
 Support operational efforts through proper staffing and training of associates.
 Assist with planning, coordinating and executing employee activities and events,
including monthly staff meeting, food festivals, annual picnic, holiday party, Wellness
Fair, farewell party, community services etc.

 Issue staff or training experience and conduct certificates.

 Assists in the administration of the Hotel's social and staff benefit programs Eg:
Employee of the Month, Leader of the Month, and other staff incentives.

 Provide guidance to the leadership team regarding employee morale, employee

relations, coaching, counselling and discipline.
  Promote employee communication activities and channels, to encourage and enable
feedback from staff.

 Maintain a positive relationship with staff representatives and ensure any employee
grievances are monitored and resolved.

 Responsible for all back office and administration tasks of the department.

 Oversee the management of the recruiting process including position management,

advertising, working with community agencies.

 Develops and maintains confidential departmental staff and associated files, documents,
pay scale details and/or other important databases. 

Prerequisites:

Have a Strong background in employment, employee relations, benefits, wages and salary,
employee training, accident prevention, and government regulations and policies.

Strong written communication skills required with an understanding and ability to work in a
multi-cultural environment.

Education:

Four-year college degree in Human Resources or Bachelor's degree or Master's Degree

education. Well versed in HR and Payroll Management Systems (HRIS Systems). And Excellent
skills in Microsoft Office, HRIS system, Applicant Tracking system, and online recruiting
resources.

Experience:

Five years Human Resources management experience required preferably in

the hospitality industry and minimum experience of 1 to 2 year in the same position at 4 Star or 5
Star Hotel.

Job Description for Purchase Manager in

hotels
 POSITION TITLE: Purchase Manager / Materials Manager

REPORTS TO: Financial Controller / Chief Accountant / General Manager

POSITION SUMMARY:

As a purchasing manager, one should work with suppliers to negotiate contracts for the purchase
of required goods and keep accurate records of transactions trends. 

Also to assist the Finance and Operational Departments in the monitoring, reporting and
controlling of Cost of Sales in the hotel, including audit and control, financial analysis and
reporting, budgeting, forecasting etc.

PURCHASING MANAGER DUTIES AND RESPONSIBILITIES:

 Implement sound purchasing policies, systems and procedures in accordance with

Company standards.
 Monitor vendors for quality, service and price through standard purchasing
specifications.
 Obtain competitive quotations for hotel requirements and ensure that the best product is
sourced and purchased.
 Calls for quotations for any items costing more than a certain amount (As per company
policy) and inquire into prices from various suppliers. 
 A minimum of three independent genuine quotations must be obtained.
 Establish contracts to ensure reduced pricing for all operating areas of the hotel.
 Receives market list from the Executive Chef on a daily basis and arranges for delivery
of those items daily.
 Ensures that all orders receiving dates are updated by the buyers according to the
suppliers promised delivery dates.
 Ensures that all authorised or approved purchase orders are sent to their respective
suppliers/vendors for delivery purposes on a daily basis.
 Ensures & verifies that quotations are regularly updated and supplier’s new current price
lists are maintained.
 Ensure the efficient operation of the Purchasing Department in all aspects.
 Research and identify new products and services for the hotel in the market.
 Obtains written approval for established Minimum / Maximum stock levels by the
financial controller and general manager. 
 Checks, explain if needed and approves delivered items discrepancy report issued by cost
control regarding price and quantity order variances.
 Approves all additional requests for new storeroom items, checking correct item
description, unit, packing, category and establishes Min/Max estimated stock levels.
  Verify the 'pending orders' report on a daily basis, and all pending orders are checked and
verified regularly.
 On a daily basis prepare the list of to be cancelled orders and sent to accounts for
deletion, with appropriate reasons.
 Issues regularly slow moving item lists. 
 Identifies items for standing orders utilising vendor's logistics for regular deliveries to the
hotel based on approved highly consumed items.
 Ensures validity of items available, force issue obsolete items and follows up on action
taken for disposal.
 Verifies that all documentation and proper quotations are maintained and filed according
to Policy and Procedure requirements. 
 Approves all storeroom re-order requests, verifying quantities within the established
Min/Max stock levels.
 Responsible for all administrative functions of the Materials Department, staffing,
training and execution of other related duties. 
 Responsible for all purchasing functions, quotations, quality and availability.
 Responsible for physical control of all store items until issued, fully documented under
strict control procedures (key control, timing schedule, authorised issue requests). 
 Responsible for maintaining logical storeroom inventory levels operationally needed.
 Spot checks storeroom requests if properly maintained, verifies quantity requested and
issued, proper items received by signatories & ID availability.
 Spot-checks entered system quotations, period validity quotes locked by, etc.
 Ensures that the suppliers follow the rules relating to the hygiene of goods delivered.
 Keeps all records in a way that they can be checked at any time for information or audit
purposes.
 Liaison with the Assistant Purchasing Manager, Purchasing Coordinator, Receiving
Agent, Stores Supervisor and F&B Cost Controller
 Maintains all documents, files and listings up-to-date and performs his duties in the most
efficient manner.
 Willing to work a flexible schedule in order to accomplish all major responsibilities and
tasks.

PREREQUISITES:

Strong negotiating and closing skills required, along with a demonstrated ability to develop
negotiation strategies for complex activities. Ability to evaluate legal and business risks and
ramifications of proposed contractual terms. Consistently offer professional, engaging and
friendly service

EDUCATION:

Graduate or diploma in business studies or MBA or purchasing and supply. With good
knowledge of MS office suite and Materials management software (MMS)

EXPERIENCE:
Previous Min 4 years experience as Asst. Purchase manager 4 years with expertise in the Hotel
and Catering industry.