Hotel SOP List

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

Hotel Management SPHM Hospitality
SPHM Hospitality Mentor of
Hospitality Standards
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Menu
• Finance Business Plan

• Food & Beverage
• Human Resources Operations Manual
• Marketing
• Rooms (FO) Finance Policy Manual
• Rooms (HK)
• Wellness Spa Information Systems Policy
• Technical Services
Hotel Operation Policy

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• Finance Operations Manual

• Food & Beverage Brand Standards Grid
• Human Resources
• Marketing Club Brand Standards Grid
• Rooms (FOP
• Rooms (HK) Policy Manual
• Wellness Spa
• Technical Services Food & Beverage S.O.P
F & B Service Manual

F & B Production S.O.P

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• Finance
• Food & Beverage
Policy Manual
• Human Resources
Standard Operating Procedures
• Marketing
• Rooms (FO) Employee Handbook
• Rooms (HK)
• Wellness Spa
Employee Benefit Plans
Employee Training Plan
Human Resources Strategy

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Business Plan

• Finance
• Food & Beverage Marketing Training Manual
• Human Resources
Marketing Plan
• Marketing
• Rooms (FO)
Hotel Digital Marketing
• Rooms (HK)
Sales & Marketing Manual
• Wellness Spa
• Technical Services Marketing Promotions Manual
Internet Marketing & Distribution Manual
Marketing Strategy

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Reservation S.O.P
• Finance
Front Office S.O.P
• Food & Beverage
• Human Resources
Front Office Forms Used S.O.P
• Marketing
Guest Standard Letters
Rooms (FO)
• Rooms (HK)
Bell Staff S.O.P
• Wellness Spa
Concierge S,O.P

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• Finance Housekeeping S.O.P

• Food & Beverage
• Human Resources
Daily Service S.O.P
• Marketing
Housekeeping Reportings
• Rooms (FO)
Rooms (HK) Hotel Laundry Manual

• Wellness Spa

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• Finance
• Food & Beverage Spa Standard Operating Procedures
• Human Resources
Spa Operating Manual
• Marketing
• Rooms (FO) Massage Treatment Manual
• Rooms (HK)
Spa Staff Handbook
Wellness Spa

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• Finance
• Food & Beverage
• Human Resources
• Marketing
• Rooms (FO) Engineering Operations Manual
• Rooms (HK)
• Wellness Spa Emergency Procedures
Design and Engineering Recommendations
and Minimum Standards

Hospitality Standards Planning Process
Introduction
• Step 1 - Establish Mission
• Corporation Mission Statement
• Step 2 – Information Gatherin
Finance Menu • Corporate Vision
• Step 3 - Situational Analysis
• Corporate Mission
• Step 4 – Situational Analysis Review
• Directions to Individual Hotels
• Step 5 – The Marketing Plan
Business Plan • Entrepreneurial Approach and Accountability
• Step 6 – Assumptions
• Resource (Asset) Management
• Operations Manual • Customers
• Step 7 – Formulate Business Objectives & Strategic Directions
• Step 8 – Formulate Divisional Objectives & Strategies
• Finance Policy Manual
• Step10 – Formalize Plans
Planning Concepts
• Info Systems Policy • Step11 – Submission and Approval
• Purpose of Planning
• Accounting Manual • Art of Planning
• Step12 – Implementation and Review
• Hotel Operation Policy • Planning is a Team Concept

Computer Instructions
• Planning is an Ongoing Process
• Business Plan Excel Files
• The Planning Units
• All Worksheets
• Critical Issues
• Ten Year History – Summary P&L
• Strategic Thinking and Analysis
• Capital Expenditure
• Qualities of Good Plan
• Outlet Marketing Analysis Worksheet
• Objectives, Strategies, Activites
• Catering Marketing Analysis Worksheet
• Top Down and Bottom Up Approach
• Payroll / Staffing Worksheet
Online Brochure SPHM • Strategic Planning Process
• Objective Formulation Process
• StrategicPlanning and Objective Formulation
• Hotel Objectives
• Divisional Objectives
• Departmental Objectives
• Budgeting and Financial Plan
• Full Time Equivalents (FTEs)

1/2
Contents of Finance Standards
Account Definitions • Accounts Payable • Withdrawal of Profit Share
Finance Menu • AP – Trade • Cumulative Gain or Loss on Trade
• Introduction
• AP – Hotels and Companies • Comparative Statement of I&E
• Balance Sheet
• Assets • AP – Others • Other Deductions
• • Accrued Liabilities • Amortisation and Depreciation
• Business Plan Cash
• Cash on Hand • AL – Salaries and Wages • Insurance
• AL – Employee Benefits • Insurance-Comprehensive G. Liability
Operations Manual • Cash in Bank
• AL – Payroll and Income Taxes • Insurance – Loss of Profit
• Time Deposit
• AL – Management Fees • Insurance – Automobile
• Finance Policy Manual • Clearing Accounts
• Accounts Receivable • AL – Others • Rent and Rates
• Info Systems Policy • Other Current Liabilities • Rentals / Lease Rentals
• AR – Trade
• Guest Deposits • Reserve for Replacement of FF&E
• Accounting Manual • AR – Reserve for Doubtful Acct.
• AR – Hotels and Companies • Barter Contracts Liability • Special Projects
• Hotel Operation Policy • AR – Others • Deferred Income • Hotel Defined Account 1
• Inventories • Sundry Liabilities • Hotel Defined Account 2
• Inventories–Saleable Merchandise • Provisions • Gross Operating Income
• Inventories-Operating Supplies • Provisions-Replacement of • Gross Operating Profit

Operating Equipments • Basic Management Fees
• Other Current Assets
• Prepaid Expenses • Provision-Repairs & Maintenance • Incentive Management Fees
• Deferred Charges • Provision-Others • Incentive Management Fees
• Reserves • Owner’s Share of Profit
• Deposits – Current
• Barter Contracts Receivable • Reserve – Replacement of FF&E • Total Payroll and Related Expenses
• Sundry Current Assets • Reserve – Employee Benefits • Total Payroll and Contract Services
Online Brochure SPHM • Non Current Assets • Reserve – Special Projects • Rooms Divison
• Owner’s Equity • Revenue
• Cash Fund – FF&E
• Deferred – Non Current • Long Term Account • Accommodation Revenue – Net
• Deposits – Non Current • Initial Working Capital • Accommodation Revenue

• Special Projects • Initial Inventories • Accommodation Rebates
• Fixed Assets • Special Funds • No Show Revenue – Net
• Liabilities • Current Account • No Show Revenue
• Bank Overdraft and Loans • Balance Brought Forward • No Show Rebates

• Profit Year-To-Date
2/2
• Television Information Services
• Other Related Expenses
Account Definitions • Television Interactive Servies
Finance Menu • Hotel Defined Payroll Account1
• In House Music
• Revenue for Functions – Net • Hotel Defined Payroll Account 2
• Revenue for Functions • Guest Internet Access
• Payroll Cross Charges
• Rebates for Functions • Other Operating Expenses
• Contract Services
• Other Extra Revenue – Net • Reservation Expenses
• Business Plan • Provision for Operating Equipment
• Other Extra Revenue • RE – Spirit Fees
• Provision for Chinaware
• RE – Shared Service Centre Fees
Operations Manual • Other Extra Rebates • Provision for Glassware
• RE – Communication
• Payroll and Contract Services • Provision for Linen
• Finance Policy Manual • Payroll andRelated Expenses • Provision for Silverware
• RE – Internet
• Salaries and wages • RE – Alternative Reservation
• Info Systems Policy • Provision for Uniforms
• Vaation Credits • RE – GDS
• Other Expenses
• Accounting Manual • Extra Wages • Re – Airport Rep / Greeter
• Commission – Travel Agent
• Payroll Related Expenses • RE – Cost to Walk Guests
• Commission – Others
• Hotel Operation Policy • Departmental Training • Sundry Equipment
• Laundry
• Employee Transport • Transportation
• Laundry – Linen
• Housing • Hotel Defined Account 1
• Laundry – Uniforms
• Incentive Bonus • Hotel Defined Account 2
• Laundry – General Cleaning
• Local Bonus • Market Segment Statistics
• Cleaning Supplies
• Long Service Leave
• Guest Supplies
• Meals • Guest Supplies-Food & Beverage
• Medical Expenses • Printing and Stationery
• Medical insurance • Other Supplies
Online Brochure SPHM • Recruitment
• Decorations
• Relocation • Guest Retention / Recognition
• Retirement Fund • Guest Transport
• Severance Pay • Guest Transport
• Sick Leave • Guest Complimentary Parking
• Social Security • Licences and Taxes
• Vacation Travel • Communication Costs
• Vacation Pay Accrual • Information Systems
• Worker’s Compensation • In Room Television & Technology
• Employee Income Tax • Complimentary Television
• Payroll Tax • Complimentary Movies
Finance Menu
Accounts Receivable Days Handover Notes to Incoming Rental Income of Guest Rooms
Calculations Hotel Annual Plans for F&B Functions
Accrual of Vacation Pay Hotel Package Accounting Repair and Maintenance Costs
• Business Plan
Airline Tickets Hotel Rooms Available GM to Accounting Controls
• Operations Manual Allocation of Shared Expenses Incentive Plans Retirement Plan Contributions
Banking Daily Receipts Insurance Administration Safe Deposit Boxes
Finance Policy Bank Operating Account Inter-Departmental Charges Settlement of Guest Accounts
Business Plan Submission Inter-Hotel Financial Transactions Sponsorship Funds
• Info Systems Policy
Cash Management International Reservations Limited Sundry Equipment
• Accounting Manual Chain Allocation Costs Laundry Department Accounting Taking of Physical Inventory
Chart of Accounts Management Agreement Application Trade Advertising Bills
• Hotel Operation Policy
Brochures & Other Marketing Material Management Fee Calculation Training Manager Salaries
Communication Centre Accounting Minimum Stay Processing Translation of Financial
Complimentary Rooms Monthly Credit Meeting Statements
Computation of Rooms Statistics Monthly Financial Statement Meeting Travel Agent Commission
Note: Computer Backup Tapes/Disks Monthly Financial Statements Trustee Funds
Each Policy is defined
Employee Loans Net Room Rates
with the detailed
Information Of: Employee Personal Cheques No Show Revenue
Encashment of Third Party Cheques Operating Equipment
• Policy Statement
Expense Reports Participation in Hotel Industry Surveys
• Purpose External Auditors Reports Payroll and Contract Services
• Procedure FF&E, and Repairs and Maintenance Pre-Book/Process and Hold Reservations
FF&E Register Preliminary Month End Reporting
Finance Projections and Forecasts Provision for Operating Equipment
Food & Beverage Covers Provisions
Online Brochure SPHM F&B Intra-Departmental Allocation Purchasing

Foreign Currency Exchange Rebates and Other Reductions in Revenue
Foreign Exchange Gain/Loss Receiving
Finance Menu
E-Mail Guidelines
E-Mail Addrsses
• Business Plan
Computer Virues
• Operations Manual
User Accounts
System Backup – Disaster / Recovery
Info Systems Policy System Backup – Reporting Requirements
• Accounting Manual Non-Disclosure Agreements
• Hotel Operation Policy Software Licensing
Software Duplication
Non-Standard Software
Note:
Each Policy is defined Internet and Third Party Dedicated Links
with the detailed
Information Of: Remote Access
• Policy Statement Internet Domain Names
• Purpose Mail Maintenance: Reclaim
• Procedure Mail Directories

Internet E-Mail Address

Finance Menu
INTRODUCTION Accounts Receivable Reporting
Accounting and Internal Controls Requirements
• Business Plan
Hotel Organization Charts Bad Debts
Hotel Overview Accounts Receivable/Miscellaneous
Job Descriptions
Key Controls SECTION III: REVENUE
Accounting Manual PMS and POS Controls Revenue
• Hotel Operation Policy Access Controls Room Revenue
Balance Sheet Food and Beverage Revenue
Function Revenue
SECTION I: CASH AND BANKING Telephone/Fax and Internet Revenue
House Floats Leisure Club Revenue
Bank Accounts
Online Brochure SPHM Cash Transactions SECTION IV: PURCHASING/ACCOUNT
Cash Management PAYABLE
Purchasing and Payments
SECTION II: ACCOUNTS RECEIVABLE Purchasing/Receiving Procedures
Account Receivable Receiving Exceptions
City Ledger Accounts Payable

Finance Menu
SECTION V: FOOD AND BEVERAGE
COST CONTROL
• Business Plan
Food and Beverage Inventories
Other Inventories
Beverage Cost Control
Other Reporting Requirements
Accounting Manual
• Hotel Operation Policy SECTION VI: PERSONNEL/PAYROLL
Personnel/Payroll
Records Maintenance/Filing
Personnel Change Notice
Payroll Preparation
Payroll Disbursement
Online Brochure SPHM Payroll/Miscellaneous

Finance Menu
CONTENT:
Policy Manual - General Hand Over to Incoming Manager
• Business Plan General Manager’s Monthly Report
Annual Business Plan
• Operations Manual Authority Limits
Organization Charts
• Finance Policy Manual Room Available
In-House Policy & Procedure Manual
• Info Systems Policy Room Rates Structure
Private & Confidential
• Accounting Manual Room Complimentary
Correspondence
Hotel Operation Policy Standard Audit of Hotel System Guest Disputes – After Check Out
Safety and Loss Prevention from Hotel
Responsibility of General Managers Guest Complaints
to Accounting Control Financial Controller - Reporting
Manager’s Bonus Plans Lines
Expatriate’s Apartment Maintenance Group Fee Calculation
Online Brochure SPHM Membership of Executives Repairs, FF&E Alternations
Confidential Information Guaranty of Third Party Debts
Conflicts of Interest Employee Personal Checks
Claims Reporting Disbursement Limitations
Political Gifts and Donations Extension of Credit
Business Telephone Calls While Foreign Exchange Transactions
Away Bank Operating Account

Finance Menu
Purchasing Guest Questionnaire
Insurance Administration Overbooking/Dishonored
• Business Plan
Periodical Audit System Reservations
Audit Reports – Responses Travel Agent Commissions
Computer Contingency Plan Market Research Disclosures
Computer Backup Tapes/Disks News Release
• Accounting Manual
Monthly Credit Meeting Product Endorsements
Hotel Operation Policy Monthly Financial Statement Review Advertising Graphics and Standards
Monthly Financial Statements Travel and Entertainment
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

Contents of Food and Beverage Standards 1/3
Role of the Corporate F&B Department Banquet Chair
F & B Menu Role of the F&B Department Banquet Chair Accessories
Organization of the F&B Department Banquet Chef
Administration Banquet Contract
Baquet Sales Banquet Cubes
Operations Manual Beverages Banquet Communication Meetings
Catering Banquet Deposits
• Brand Standards Grid Food Standards Banquet Filling System
Forms
• Club Brand Standards Grid Banquet Goal Setting
Kitchen Banquet Job Descriptions
• Policy Manual Outlets Banquet Letters
Services
• F & B SOP Banquet Market Deployment / Segmentation
Dictionary of Standards Banquet Menus
• F & B Service Manual Afternoon Tea Banquet Office Etiquette
A La Minute Cooking Philosophy
• F & B Production SOP Banquet Performers
Amenities Banquet Photography
Ashtrays Banquet Reports
Audio Visual Banquet Sales
Baby Chair Banquet Sales Check List
Background Music Banquet Sales Tools
Back Lane / Back of House Banquet Sales Training
Bands Banquet Service
Banquet Booking Procedures Banquet Show Items
Online Brochure SPHM Banquet Buffet Decoration Banquet Solicitation
Banquet Buffet High and Low Stands Banquet Themes
Banquet Call Report Bars & Entertainment Centres
Banquet Chair Bar Food
Banquet ChairAccessories Beer
Banquet Chef Beverages
Banquet Contract Beverage Packages
Banquet Cubes Beverage Philosophy
Hotel Management SPHM Hospitality Banquet Call Report
Click Next
Beverage Tray
Bill Folders Cold Buffet Platters Employee Restaurant
F & B Menu Black Boards Collateral Employee Specification
Block Out Dates Comfort Food Family Style
Blotting Pads Commissary Kitchens Floor Plans
Bottled Water Communication Centre Floral Decorations
Operations Manual Bread Communiction Meetings Font Size

Breakage Control Compendium Food & Beverage Revenue
• Brand Standards Grid Breakfast Complaints Food Court
Breakfast Available 24 Hours Complaint Letters Food Covers
• Club Brand Standards Grid
Buffets Concept Statements Food Handling
• Policy Manual Buffets Set Ups Condiments Procedures
Bulletin Boards (Notice Boards) Cookies Food Storage
• F & B SOP
Burnishing Cork Screw s Food Trays
• F & B Service Manual Business Cards Cost Managemnt Forms
Business Plan Covers Function Order
• F & B Production SOP
Butter Critical Path Garnishes
Café Restaurnt Cross Selling Goodw ill
Camp Hotels Crumb Service Gueridon Service
Candles Culinary Philosophy Guest History
Captain Order Cutting Edge Health and Safety
Check Lists Database Management Hostess Stand
Chefs Table Decanter Hot Boxes
Christmas / Eid Events Departmental Operations Manual Hot Chocolate
Cigarettes Design Cuisine Concept Hot Tow els
Cigars Dessert Buffets Hygiene
Cloakroom Dessert Menu Hygiene Training
Club Style Service Development of Culinary Creativity Ice Standards
Coasters Diary Control Ice Tea
Cocktails Doorknob Menu Internal F&B Audit
Coffee Duty Rosters Internet Web Sites
Coffee Breaks Draw ing Room Inventory Click Next
Hotel Management SPHM Hospitality Coffee Machines Dress Code Inventory Movement Form
Invitations Order Taking Service Stations
Job Descriptions Oranic Food Show Kitchens
F & B Menu Kitchen Cleanliness Outside Catering Side Dishes
Kitchen Culinary Philosophy Outside Contractors Signage
Kitchen Inventories Pencils Signature Dishes
Operations Manual Kitchen Mise en Place Pens Site Inspections

Kosher Kitchen Photographs Soft Drinks
• Brand Standards Grid Lap Tops Pin Spots Spell Check
Lazy Susan Place Cards Stage
Lecturns Post Mix Stew arding
• Policy Manual Library Promotions Storerooms
Linen Props Straw s
• F & B SOP
Local Cuisine Purchasing Sugar
• F & B Service Manual Local Customs Quality Control Sw izzle Sticks
Lo Books Reciving Tabletops
Magazine Subscriptions Recipe Exchange Task Breakdow ns
Market List Recipe Mantenance Tea
Note: Market Research Recruitment Telemarketing
Each Policy is defined Match Boxes Recycling Temperature Control
with the detailed
Information Of: Menu Regency Club Top Tw enty
Menu Maintenance Replenishing Trainig
• Policy Statement Mini Bar Requisitiong Procedures Training Checklists
• Purpose Mise Em Place Reservation Systems Tray / Trolley Collection

Mission Statement Retail Uniforms
• Procedure Music Restaurant Philosophy Vegetarian Menu
Mustards Restaurant Revenue Management Walkie Talkies
Name Tags Room Service Waste Disposal
Napkins Sake Water
Online Brochure SPHM New Years Eve Sales Tools Websites

No No’s Sandw iches Weddings
Offices Satellite Kitchen Philosophy Juices by the Glass
Hotel Management SPHM Hospitality Olive Oil Scheduling Juice Lists
Contents of Food and Beverage Standards
Mini Bar Standard Bar & Entertainment Center Lounges
F & B Menu • Setup Food & Beverage Marketing • Lounges – Beverages
• Product Selection Breakfast • Lounges – Service
• Others • View Breakfast Standard Food & Beverage Retail
• Operations Manual Amenities • Tabletop Standard Rooms Service
Banquet Sales • Juice Standard • Beverages
Brand Standards • View Sales Standards • Coffee Standard • Soups
• Presentation Kit • Tea Standard • Menus
• Sales Tools • Hot Chocolate • Service
• Policy Manual • Menu Offering • Sugar • Order Taker
• Theme Party • Water • Waiter
• F & B SOP
• Telephone Skills • Butter Show Kitchen Standards
• F & B Service Manual • Sale Employee • Marmalade / Jam / Honey
• Correspondence • Baker / Breads / Pastries
Banquet Service • Toast
• Overall Equipment Selection • Cereal / Yoghurt
• Chinaware • Fresh Fruit
• Silverware • Local Breakfast Items
• Glassware • Eggs / Hot Stations
• Linen • Cold Cuts / Cheeses
• Table Menus & Décor • A La Carte Orders
• Boardrooms Meeting Setup • Buffet
• Classroom Meeting Set-up • Others
• Computer/Internet Accessibility Restaurant
• Coffee Breaks • Menu Design / Printing
• AV Equipment • Uniforms Standards
• Host / Hostess • Music
• Manager on Duty • Food Product
• Special Non-Alcoholic Beverages
Hotel Management SPHM Hospitality • Hosts / Hostess
Breakfast Standard Meeting Rooms
F & B Menu • Schedule • Room Set-Up
• Beverage • Services
• Food
• Operations Manual • Butter Check In / Out Procedures
• Marmalade/Jam/Honey •
• Brand Standards Check In
• Check Out
Club Brand Standards •

Day Time Standard
Food Amenities and Evening Maid Services
• Policy Manual • Beverage • Standard Rooms
• Suites
• F & B SOP
Breakfast Standard • Top Suite
• F & B Service Manual • Schedule
• F & B Production SOP • Food
• Beverage
Late Evening
• Schedule
• Food
• Beverage
Lounge Facilities
• Magazines & Newspapers
• Games
• Business Facilities

Contents
F & B Menu • Amenity Programme
• Guest Recognition / Retention
Banquet Guidelines • Internal Food & Beverage Audit

• Brand Standards Bars and Entertainment • Local / Regional Cuisine
• Club Brand Standards

Centers - Guidelines • Menu Content and Design Standards
Policy Manual
Breakfast Available 24 Hrs • Minimum F&B Standards – The top Twenty
• F & B SOP
• F & B Service Manual Buffet Set-Ups • Service Guidelines
Café Restaurants vs. Coffee Shops • Stewarding Guidelines
Comfort Food • Music and Entertainment
Concept Statements • Purchasing

Departmental Operations Manuals • Regency Club F&B Selection
Employee Restaurant • Training
Food & Beverage Revenues

F & B Menu CONTENTS:

✓ COMPLIMENTARY BREAKFAST ✓ POTENTIAL MENU COST
✓ STAFFING CALCULATION
• Operations Manual ✓ B.E.O./BANQUET MENU
✓ FORECASTING & LABOR COST
• Brand Standards
CONTROL COSTING
✓ THREE MONTH FORECAST ✓ BUFFET COSTING
• Policy Manual ✓ CATERING POTENTIAL FOOD
WORKSHEET
F & B SOP ✓ USE OF SHOPPING SERVICES COST CALCULATION
• F & B Service Manual ✓ AGGRESSIVE HOSPITALITY ✓ DIRECT EXPENSE CONTROL
• F & B Production SOP ✓ COVER COUNTS ✓ ACCOUNTING FOR FIXED
✓ LOCAL & STATE LICENSING ASSET SUPPLIES (CHINA,

(HEALTH, ALCOHOLIC, GLASS, SILVER, LINEN)
BEVERAGE, DANCE, ETC.) ✓ ACCOUNTING FOR F&B
✓ UNIFORMS FUNCTIONS AT COST
✓ UNIFORM CARE ✓ INTERDEPARTMENTAL

✓ EMPLOYEE'S CAFETERIA TRANSFER OF FOOD &
✓ LEASED RESTAURANTS BEVERAGE ITEMS
CONSIDERATIONS ✓ HIGH COST ITEM CONTROL
✓ RECIPE/USE RECORD ✓ ACCOUNTING CONTROL FOOD
COSTING & BEVERAGE INVENTORIES
Hotel Management SPHM Hospitality Click Next

F & B Menu
✓ SQUIRELL/MICROS POINT OF ✓ BEVERAGE PURCHASING
SALE REPORTS ✓ BEVERAGE RECEIVING

• Operations Manual PROCEDURES
✓ TRANSFER OF GUEST CHECKS
• Brand Standards
✓ CASH DROP ✓ BEVERAGE REQUISITIONS
✓ PURCHASING ETHICS ✓ PERPETUAL BEVERAGE
• Policy Manual INVENTORY
✓ STOREROOM/INVENTORY
F & B SOP CONTROL ✓ BEVERAGE INVENTORY
• F & B Service Manual ✓ PERIOD END INVENTORIES TURNOVER
• F & B Production SOP ✓ PC-BASED MIS ✓ WINE BIN TAG SYSTEM
✓ INVENTORY MANAGEMENT ✓ ACCOUNTING FOOD &

✓ DEAD STOCK LIST BEVERAGE CONTROL REVIEW
✓ OPERATIONAL FOOD
RECEIVING PROCEDURES
Online Brochure SPHM ✓ CLERICAL FOOD RECEIVING

PROCEDURES
✓ FOOD PARS
✓ FOOD ORDERING
PROCEDURES
✓ FOOD INVENTORY TURNOVER

F & B Menu
F&B Hospitality Points
Serving Our Guests – Our First and Last Order of Service
• Operations Manual Impression First Course is Served

First Course is Cleared
• Brand Standards Maintaining Professionalism
Generally Second and Third Courses Arrive
With Guests Second and Third Course are Cleared
• Policy Manual Entrée Plates Cleared
With Associates
• F & B SOP Speaking With Guests Dessert Order Taken
The 10 and 5 Rule Dessert Order Served

One Stop Shopping Dessert Order Cleared
• F & B Production SOP Cordials are Offered
Guest Complaint Guidelines
Introduction: Three-Meal-A-Day Restaurant The Check is Presented
Service General Table Service
Pre-Shift Briefing Approaching the Guest and Taking the
Greeting the Guest Order
Seating the Guest At Mealtime
Online Brochure SPHM The Seating System Breakfast
Seat Numbering System and Pivot Lunch
Point Designation Dinner
Presenting the Menu General Points
Reservation Procedure Introduction Procedures in Order taking
Restaurant Reservation Process Writing the Order
Basic Steps of Service Ordering and Pick-Up Procedures

Click Next
F & B Menu
Ordering Procedures Serving Finger Bowls and Towels
Pick-Up Procedures Suggestive Selling: S.P.E.A.K
• Operations Manual Pick-Up Chart Suggest Specifics
Clearing Procedures Patience

• Brand Standards
Product Boards Enthusiasm
Delivery Times Avoid Pushiness
• Policy Manual Knowledge
Service Per Meal Periods
• F & B SOP Breakfast Merchandising
Order of Breakfast Service Up Selling

Lunch Salesmanship
• F & B Production SOP Suggestive Selling Tips
Stages of Service
Order of Lunch Service Cordials and After-Dinner Up-selling
Dinner Suggesting the Bar Offerings
Stages of Service Opening and Closing Checklist
Order of Dinner Service Sample Food & Beverage Problems and
Presentation of the Guest Check Resolutions
Wine Service
Team Service – Fine Dining
Front Server/Wait Staff
Back Server/Wait Staff
Food Server Assistant
Composing a Meal
Presenting of Flatware

F & B Menu CONTENT:

✓ Chef's Administration Task - Opening ✓ Technical Kitchen Equipment
Procedures ✓ Basic Equipment-Containers for
• Operations Manual ✓ PA to the Executive Chef - Opening Receiving Food Items
• Brand Standards Procedures ✓ Kitchen Trainings

✓ Fruit Baskets/Bowls and Fruit Juices ✓ Filing System
✓ Bakery Daily Tasks - Opening ✓ Market Survey
• Policy Manual
Procedures ✓ The Professional Chef - Hygiene &
• F & B SOP ✓ Butchery Daily Tasks - Opening Safety
• F & B Service Manual Procedures ✓ Temperature Check List
✓ Cold Kitchen & Pastry Daily Tasks - ✓ Handling of Robot Coupe Food
F & B Production SOP
Opening Procedures Processor
✓ Hot Kitchen Daily Tasks - Opening ✓ Sanitizing of Hands
Procedures ✓ Cleaning Task List – Sample
✓ Planning of Purchasing ✓ How to clean the Dishwashing
✓ Food Transfer Machine
✓ Dairy Products Storage Procedures ✓ Dishwashing Procedures
Online Brochure SPHM ✓ Fruit and Vegetable Procedures ✓ HACCP Standards
✓ Fish and Seafood Procedures ✓ Safety in the Kitchen
✓ Meat Procedures ✓ Standard Recipe Form-Template
✓ Poultry Procedures ✓ Standard Recipe Form-Template Excel
✓ Cold-Chilled Food Procedures
✓ Dry Food Storage
✓ Spoilage Report

Contents of Human Resource Standards
Contents Executive Health Exam
H.R Menu ✓ Absence from Hotel ✓ Policy Statement
✓ Policy Statement ✓ Purpose
✓ Purpose ✓ Procedures
✓ Procedures ✓ Eligibility
Policy Manual Employee Discounted ✓ Frequency
✓ Facilities
• S.O.P Accommodation
✓ Recommended Examinations
• Employee Handbook ✓ Policy Statement
✓ Sample Examinations
✓ Purpose
• Employee Benefit Plans ✓ Pre-Employment Medical
✓ Procedure
Examinations
• Employee Training Plans ✓ Description of Benefits
General Managers’ Housing /
✓ Eligibility
• Human Resource Strategy Associate Benefits
✓ Booking Procedure
✓ Termination of Employment ✓ Policy Statement
✓ General ✓ Purpose
✓ Procedure
Employee Housing
✓ GM Living in the hotel
✓ Policy Statement
✓ Laundry / Dry Cleaning
✓ Purpose
✓ Food & Beverage
✓ Procedures
✓ Housekeeping Services
Online Brochure SPHM Employee
✓ GM living in hotel paid Accommod.
Communications ✓ GM living out of the hotel
✓ Policy Statement ✓ All General Managers
✓ Purpose ✓ Use the Hotel Restaurants
✓ Procedures ✓ Hotel Car
Employee Recognition ✓ Telephones
Programmes ✓ Club Memberships
✓ Policy Statement
✓ Purpose
Hotel Management SPHM Hospitality ✓ Procedures
Human Resources S.O.P ✓ Employee Handbook
H.R Menu ✓ Orientation Program
✓ Meetings
✓ Harassment in Work Place
✓ Minimum Training Standard
✓ Service Anniversary Recogniition
✓ Skills Enhance Benefits
• Policy Manual ✓ Remove of Company Property
✓ GM’s Bonus Plan
✓ Lockers and Inspections
✓ Controller’s Bonus Program
S.O.P ✓ Incentive Plan
✓ Autorize in Company Property after Working Hour
✓ Meals Break
✓ Associate Information Center
• Employee Handbook ✓ Life Threatening Illnesses
✓ Performance Review
• Employee Benefit Plans ✓ Recognition Program
✓ Exempt/Non-Exempt Classification
✓ Hourly Employees Maximum Rate
• Employee Training Plans ✓ Daily Huddle
✓ Payment of Wages Upon Termination
✓ Listen & Response Session
• Human Resource Strategy ✓ Personal Grooming
✓ Health Benefits
✓ Health Care Eligibility Audit
✓ Equal Employment Opportunity
✓ Benefits Continuation
✓ Request to Transfer
✓ Deceased Employees
✓ Exempt Transfer
✓ Insurance Premiums
✓ Rehires
Online Brochure SPHM ✓ 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
Hotel Management SPHM Hospitality ✓ Personnel Files
H.R Menu
• Policy Manual
• S.O.P
Employee Handbook
Employee Handbook ✓ Chapter 1 – General Provision
• Employee Benefit Plans
✓ Chapter 2 – Work Days; Work Hours and Rest Hours
• Employee Training Plans
✓ Chapter 3 – Holidays and Leave Regulations
• Human Resource Strategy
✓ Chapter 4 – Remunerations
✓ Chapter 5 – Disipline and Displinary Actions
✓ Chapter 6 – Grievance Procedures
✓ Chapter 7 – Termination of Emlpoyment
✓ Chapter 8 - Miscellaneous

H.R Menu
• Policy Manual
• S.O.P Employee Benefits Plan
• Employee Handbook
Employee Benefits Plans ✓ Healthcare

✓ Retirement savings and planning
• Human Resource Strategy
✓ Paid time off
✓ Paid parental leave
✓ Flexible work schedule
✓ Professional and career development

H.R Menu
Employee Training Plans:
• Policy Manual
✓ Introduction
• S.O.P
✓ Types of Training
• Employee Handbook ✓ Prerequisite to Training
• Employee Benefit Plans ✓ Training Administration
✓ Development of Training Material
Employee Training Plans ✓ Training Plan
• Human Resource Strategy ✓ 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
Online Brochure SPHM ✓ Budget Guidance and Training Costs
✓ Training Equipment and Supplies
✓ Benchmarking
✓ Annual Certifications
✓ Annual Training Review and Planning
✓ Responsibilities
✓ The Challenge

H.R Menu
• Policy Manual
• S.O.P
• Employee Handbook
• Employee Benefits Plans
Human Resources Strategy
Human Resource Strategy
✓ Long Term Strategic Plans
✓ Corporate Strategic Plans
✓ Management Strategic Plans
✓ Operational Strategic Plans
✓ Human Resources System

Contents of Sales & Marketing Standards
Planning Process
Introduction
✓ Step 1 - Establish Mission
✓ Corporation Mission Statement
S & M Menu ✓ Corporate Vision
✓ Step 2 – Information Gatherin
✓ Step 3 - Situational Analysis
✓ Corporate Mission
✓ Step 4 – Situational Analysis Review
✓ Directions to Individual Hotels
✓ Step 5 – The Marketing Plan
Business Plan ✓ Entrepreneurial Approach and Accountability
✓ Step 6 – Assumptions
✓ Resource (Asset) Management
• S.O.P ✓ Customers
✓ Step 7 – Formulate Business Objectives & Strategic
Directions
• Marketing Training Manual
✓ Step 8 – Formulate Divisional Objectives & Strategies
Planning Concepts
• Marketing Plan ✓ Step10 – Formalize Plans
✓ Purpose of Planning
• Hotel Digital Marketing ✓ Art of Planning
✓ Step11 – Submission and Approval
✓ Step12 – Implementation and Review
• Sales & Marketing Manual ✓ Planning is a Team Concept
✓ Planning is an Ongoing Process
• Marketing Promotion Manual Computer Instructions
✓ The Planning Units
• Internet Marketing Manual ✓ Critical Issues
✓ Business Plan Excel Files
✓ All Worksheets
• Marketing Strategy ✓ Strategic Thinking and Analysis
✓ Ten Year History – Summary P&L
✓ Qualities of Good Plan
✓ Capital Expenditure
✓ Objectives, Strategies, Activites
✓ Outlet Marketing Analysis Worksheet
✓ Top Down and Bottom Up Approach
✓ Catering Marketing Analysis Worksheet
✓ Strategic Planning Process
✓ Payroll / Staffing Worksheet
✓ Objective Formulation Process
✓ StrategicPlanning and Objective Formulation
✓ Hotel Objectives
✓ Divisional Objectives
✓ Departmental Objectives
✓ Budgeting and Financial Plan
✓ Full Time Equivalents (FTEs)

✓ ADVERTISING & PROMOTION
✓ SALES & MARKETING DEPARTMENT
S & M Menu ✓ OFFICE HOURS OF OPERATION
✓ SALES OFFICE AUDIT
✓ KEY/TARGET ACCOUNT MANAGEMENT
✓ RESPONSE TO CUSTOMERS
✓ CRO/GDS PRODUCTIVITY
✓ USE GUEST'S NAME
• Business Plan ✓ CUSTOMER FEEDBACK
✓ MARKETING COMMITTEE
✓ CENTRAL RESERVATIONS SHOPPING
✓ WEEKLY SALES MEETING
S.O.P ✓ GENERAL MANAGER'S ROLE IN THE SALES
✓ SALES COVERAGE
PROCESS
• Marketing Training Manual ✓ READER BOARD SURVEY
✓ BROCHURE/COLLATERAL PRINTING GUIDELINES
• Marketing Plan ✓ TRAINNING & DEVELOPMENT
✓ MEDIA POLICY
✓ INTER-HOTEL SALES LEADS
• Hotel Digital Marketing ✓ SUPPLEMENTAL INCENTIVE PLAN
✓ FRANCHISE MARKETING PROGRAMS
• Sales & Marketing Manual ✓ MONTH END REPORTS
✓ REVENUE STRATEGY MEETINGS
✓ SALES INCENTIVE PLAN
• Marketing Promotion Manual ✓ PRIME SELLING TIME
✓ E-COMMERCE STRATEGY
✓ LOST BUSINESS
• Internet Marketing Manual
✓ LEAD LOG
• Marketing Strategy ✓ MANAGING RESERVATION SALES
✓ SITE INSPECTIONS
✓ ENTERTAINING & SHOW AROUNDS
✓ STAR REPORT
✓ GRPUP BOOKINGS
✓ ROOM RATES
✓ ANNUAL BUSINESS PLAN & QUATERLY
ACTION PLANS
✓ INTERNAL AUDITS

S & M Menu BACKGROUND AND OVERVIEW
MARKETING TRAINING GOALS
• Business Plan
• S.O.P SESSION ONE: LEARNING ABOUT EACH OTHER
SESSION TWO: INTRODUCTION TO MARKETING

Marketing Training Manual
SESSION THREE: IMPORTANT COMPONENTS OF MARKETING
• Marketing Plan SESSION FOUR: PRICING
• Hotel Digital Marketing SESSION FIVE: PROMOTION
• Sales & Marketing Manual SESSION SIX: CREATING MARKET MESSAGES
SESSION SEVEN: SOLVING MARKETING PROBLEMS

• Marketing Promotion Manual
SESSION EIGHT: BUILDING MARKET LINKAGES
SESSION NINE: DEVELOPING A MARKETING STRATEGY
• Marketing Strategy
SESSION TEN: TESTING MARKETING MESSAGES AND PROMOTION MATERIALS
SESSION ELEVEN: CONDUCTING A DEMONSTRATION
APPENDIX I MARKETING PRACTICES FORM
Online Brochure SPHM APPENDIX II MARKET TEST FORMS

APPENDIX III HOW TO PLAY THE MARKETING GAME
APPENDIX IV SOME MARKETING PROBLEMS

S & M Menu
5- Marketing& Sales & Distribution
1- Executive summary
Activities and Budget
1.1 Key Operating & Financial results
• Business Plan
5.1-Actions & Budget: Sales
1.2 Segment Results
• S.O.P 5.2-Actions & Budget: Marketing
1.3 Strategies by segment
• Marketing Training Manual 5.3-Actions & Budget: Distribution
5.4-Actions & Budget: Others
Marketing Plan 2- Supply & Demand analysis
5.5-Actions & Budget: Summary
• Hotel Digital Marketing 2.1 Supply & Demand Analysis
2.2 Client Origin
• Sales & Marketing Manual
6- Sales Team
2.3 Main Events
2.4 Key Trends
• Internet Marketing Manual 7- ADDENDUM F&B Strategies &
• Marketing Strategy Actions
3- Competitors analysis
3.1-Competitors General Information
3.2-Market Share Report
3.3-Competitive Benchmarking
3.4-SWOT Analysis
Online Brochure SPHM 3.5 USP
4- Distribution

S & M Menu TABLE OF CONTENT

✓ Keep best hotel pictures on the
1. OTA Analysis
booking engine page
• Business Plan
2. Booking Engine Analysis ✓ Display hotel amenities
3. Hotel Website Analysis ✓ Show directions to your property
• S.O.P ✓ Bookings and review notifications
4. Review Analysis
• Marketing Training Manual ✓ Match with website look and feel
5. Google Business Listing Analysis
• Marketing Plan
6. Metasearch Analysis 3. Hotel Website Analysis
Hotel Digital Marketing 7. Social Media Analysis ✓ Website page loading time
✓ Easy booking procedure
• Sales & Marketing Manual ✓ Mobile-friendly (Responsive) hotel
1. OTA Analysis website
✓ Select OTAs wisely ✓ Broken links on hotel website
• Internet Marketing Manual ✓ Keep things same on all OTAs ✓ High-quality photos on the website
• Marketing Strategy ✓ Keep your hotel's photos on ✓ TripAdvisor reviews and awards
OTAs
✓ Exit popup offer
✓ Same room types across all
✓ Website security
OTAs
✓ Website visitor tracking
✓ Rate Parity
✓ Price widget
✓ Seasonal and weekend rates
✓ Keep your inventory bookable
4. Review Analysis
Online Brochure SPHM ✓ Offer discounts and free items
on OTAs ✓ Positive Reviews
✓ Optimize your OTA ranking ✓ Neutral Reviews
✓ Negative Reviews
2. Booking Engine Analysis
✓ Offer discounts, packages and
promotions on booking engine continue
S & M Menu
5. Google Business Listing Analysis
✓ Always maintain a good brand
• Business Plan image of your business.
• S.O.P ✓ ALLOW your guests to easily
locate your presence on Google.
• Marketing Training Manual ✓ Let them check your hotels'
• Marketing Plan rates, reviews, availability and
much more.
Hotel Digital Marketing
6. Metasearch Analysis
• Sales & Marketing Manual ✓ Bookable via Booking Engine on
TripAdvisor
✓ Bookable via Booking Engine on
• Internet Marketing Manual Google Hotel Ads
• Marketing Strategy ✓ Bookable via Booking Engine on
Trivago
7. Social Media Analysis

✓ Booking engine integration with
Facebook

S & M Menu
Sales & Marketing Manual Content:

• Business Plan
• S.O.P ❑ Marketing – Personnel
• Marketing Training Manual ❑ Marketing – Sales
• Marketing Plan ❑ Marketing – Reservations
• Hotel Digital Marketing ❑ Marketing – Promotions

❑ Marketing – Public Relations
Sales & Marketing Manual
❑ Marketing – Management System
❑ Marketing – Sales Call
❑ Marketing – Sales Mission
• Marketing Strategy
❑ Marketing – Trade Show
❑ Marketing – Other Marketing Related

S & M Menu EXTERNAL PROMOTION:
✓ Direct selling
• Business Plan
✓ Collateral materials
• S.O.P
✓ Direct mail
• Marketing Training Manual
• Marketing Plan ✓ Handling inquiries/reservations
• Hotel Digital Marketing
✓ Familiarization trips
✓ Packaging
Marketing Promotion Manual
• Internet Marketing Manual ✓ Events/special promotions
• Marketing Strategy ✓ Loyalty programs
INTERNAL PROMOTION:
✓ Word-of-mouth
✓ Delivery of promise
✓ Signature products and design
✓ Personal selling

S & M Menu
• Business Plan THE DISTRIBUTION LANDSCAPE: DISTRIBUTION COSTS AND BENEFITS:
• S.O.P
✓ Search, Social, Mobile ✓ Commission Costs on the P&L
• Marketing Training Manual ✓ Travel-Specific Search Engines ✓ Variable Marketing and Reservation
✓ Online Travel Agencies Fees by Channel
• Marketing Plan
✓ Flash Sales and Hot Deal Sites ✓ Conversion Rates through Direct
• Hotel Digital Marketing ✓ Travel Inspiration and Planning Channels
✓ Revenue-to-Cost Ratios by
• Sales & Marketing Manual ✓ Global Distribution Systems,
Connectivity and Switches Marketing Channel
• Marketing Promotion Manual ✓ Ancillary Spend Analysis
✓ Offline and Traditional
Wholesalers ✓ Lifetime Value Analysis
Internet Marketing Manual ✓
✓ Voice Reservations and Property Flow-through Analysis by Channel
• Marketing Strategy Direct
✓ Groups and Meetings
ONLINE MARKETING STRATEGY: OPTIMAL CHANNEL MIX:
✓ The Travel Shopping Process ✓ Demand Generators

✓ Attribution Models ✓ Acquisition, Persuasion and
Online Brochure SPHM Retention
✓ Travel Media
✓ Summary — Ten Points ✓ Pricing Patterns
✓ Optimal Marketing Spend

S & M Menu
Sales Strategies
✓ Prevent erosion of key accounts
• Business Plan ✓ Grow key accounts
• S.O.P ✓ Grow selected marginal accounts
• Marketing Training Manual ✓ Eliminate selected marginal accounts
✓ Retain selected marginal accounts but provide lower-cost sales support
• Marketing Plan
✓ Obtain new business from selected prospects
• Hotel Digital Marketing
Advertising and Promotion Strategies
• Marketing Promotion Manual ✓ Select a blend or mix of media
• Internet Marketing Manual ✓ Select or approve the message
✓ Design a media schedule showing when each medium will be employed
Marketing Strategy ✓ Design a schedule of events
✓ Carefully transmit this information to management
✓ Supervise the development and implementation of advertising/promotion
programs
✓ Assume responsibility for the outcome

Pricing Strategies
✓ Pricing is a function of marketing
✓ Fencing is placing restrictions on customer segments selected due to their
perceived level of price elasticity

Contents of Front Office Standards
✓ Handling of Reservation Request
F.O Menu
✓ Handling of VIP Reservation Request
✓ Complimentary Reservation Request
Reservation S.O.P ✓ Keying-In of Reservation Details
• Front Office S.O.P ✓ Overbooking
• Front Office Forms Used S.O.P ✓ Guest Name Amendment in Reservation Folio
• Guest Standard Letters ✓ Cancellation of Room Reservation (Travel Agencies)
• Bell Staff S.O.P ✓ Reservation Filing System

✓ Expected Arrival Reservations
✓ Shift Hand-Over
✓ Reservation Review before/upon Arrival
✓ Occupancy Forecast
✓ Rate Documentation
✓ FIT Wholesale Reservations
Online Brochure SPHM ✓ GIT - Group Reservation
✓ Pre-order Procedure of personal Mini-Bar Items (prior to Arrival)
✓ Room and Rate Availability Process Diagram
✓ Handling Telephone Reservation Requests Process Diagram

F.O Menu ✓ GSA Tasks (Morning Shift)

✓ GSA Tasks (Afternoon Shift)
✓ GSA Tasks (Night Shift)
• Reservation S.O.P
✓ Check-in Procedure (Front Desk)
Front Office S.O.P ✓ Check-in Procedure in Transit (at the Airport)
• Front Office Forms Used S.O.P ✓ Check-in Procedure (in the Guest Room)
• Guest Standard Letters ✓ Check-out Procedure (Front Desk)
• Bell Staff S.O.P ✓ Check-Out Procedure (in the Guest Room)
• Concierge S.O.P ✓ 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)
Online Brochure SPHM ✓ Taking Messages in Person (for Guests)

✓ Taking Messages in Person (for internal Contacts)
✓ Wake-up Call
✓ Guest Check/Payment Statement posting (manual)
continue

F.O Menu ✓ Payment posting Corrections

✓ Paid-Out Procedure
✓ Currency Exchange Procedure
✓ Receiving of Payments
Front Office S.O.P ✓ “Visitor/Joiner” Handling
• Front Office Forms Used S.O.P ✓ Prevention of Guest Complaints
• Guest Standard Letters ✓ Call Back Service
• Bell Staff S.O.P ✓ Handling Guest Complaint
• Concierge S.O.P ✓ Handling Front Office Lost & Found
✓ Handling Reconfirmation Airline Ticket

F.O Menu
✓ Credit Card Authorization Form
✓ Confirmation Voucher
✓ Monthly Revenue Report - Sample
• Front Office S.O.P
✓ Adjustment Charge Voucher
Front Office Forms Used S.O.P
✓ Complimentary Requisition Form
• Guest Standard Letters
✓ Luggage Tag
• Bell Staff S.O.P
✓ Excursion Voucher
• Concierge S.O.P
✓ Maintenance Request Form
✓ Mini Bar List – Form
✓ Miscellaneous Voucher
✓ Paid Out Voucher
✓ Rebate Voucher
Online Brochure SPHM ✓ Reservation Form

✓ Telephone Charge
✓ Transportation Charge
✓ Guest Registration Card

✓ Pre-Opening Welcome Letter
F.O Menu
✓ Sun Paradise Hotels Welcome Letter
✓ Sun Paradise Hotels Welcome Back Letter
• Reservation S.O.P ✓ Inquiry Letter
✓ Upgrade Letter
• Front Office Forms Used S.O.P
✓ Thank You Letter (Enclosed, settled CC Payment)
Guest Standard Letters ✓ Thank You Letter (individualized Text)
• Bell Staff S.O.P ✓ Thank You Letter (Travel Agents)
• Concierge S.O.P ✓ Reply Letter ‘Lost and Found’ Item (Retrieved)
✓ Reply Letter ‘Lost and Found’ Item (Irretrievable)
✓ Letter of Apology ‘Lost and Found’ Item (Accused Employee)
✓ Authorization Letter
✓ Money Shortage
✓ Thank You Letter for Guest Recommendations (general)
✓ Thank you Letter for Guest Recommendations (positive)
✓ Thank you Letter for Guest Recommendations (negative)
✓ Thank You Letter for Dissatisfied Guest Comments + Upgrade
✓ Thank You Letter for Guest Recommendations (G.-Questionnaire)
✓ Complimentary Letter - Heavy Complaints
continue

✓ Compensation Letter
F.O Menu
✓ Compensation Letter (Free Room Nights)
✓ Dunning Letter (1st Reminder)
• Reservation S.O.P ✓ Dunning Letter (2nd Reminder)
✓ Pre-Collection Letter (3rd Reminder)
✓ No Show Charge (to Bank Account)
Guest Standard Letters ✓ No-Show Charge (waived)
• Bell Staff S.O.P ✓ No-Show Charge (partial wave)
• Concierge S.O.P ✓ No-Show Charge (Cancellation number)
✓ Guest Deposit
✓ Without Prejudice
✓ Card - 'Get well soon'
✓ Credit over Limit
✓ Card - Delay in Service
✓ Farewell Letter
✓ Over Charge Letter
✓ Management Welcome Letter

F.O Menu
• Reservation S.O.P ✓ DRIVER SCREENING, SELECTION, AND TRAINING

• Front Office S.O.P ✓ FLAG DISPLAY
• Front Office Forms Used S.O.P ✓ TOURS
• Guest Standard Letters ✓ POST CONVENTION CRITIQUES
Bell Staff S.O.P ✓ UNIFORMS SERVICE

✓ HANDICAPPED GUESTS
• Concierge S.O.P
✓ GUEST LAUNDRY & DRY CLEANING
✓ ROOMING A GUEST
✓ CHECK-OUT PROCEDURES
✓ LUGGAGE HANDLING
✓ LOBBY DUTIES/POST POSITIONS
Online Brochure SPHM ✓ VAN MAINTENANCE PROCEDURES

Part 1
Welcome Letter From Director of Rooms
F.O Menu Departmental Organization Chart
Part 2
 Job description
• Reservation S.O.P  Check List
• Front Office S.O.P Part 3
 Standard Operating Procedures
Concierge
• Guest Standard Letters 1 Transportation Check List
2 Airport Pick up and send off handling
• Bell Staff S.O.P 3 Room Changing
4 Check In and Check Out Luggage Procedure
Concierge S.O.P 5 Luggage Room and Storage Procedure
6 Newspaper Delivery
7 Guest’s Mail Parcel & Package
8 Stacking of Luggage On Cart
9 Group Luggage Handling
10 Hold For Pick Up
11 Paging Service
Transportation
12 Transportation Check List
13 Airport Pick up and send off handling
14 Driver’s Rule
15 Driver’s Expenses
16 Vehicle Mileage
17 Vehicle Maintenance
Part 4
 Acknowledgement letter by employee
Contents of Housekeeping Standards
✓ Standard of Cleanliness ✓ Cleaning Furniture
H.K Menu ✓ Lost and Found ✓ Telephone Skill
✓ Entering Guest Rooms ✓ Cleaning the Guest Corridors
✓ Floor Attendant Services ✓ Providing Turndown Service
Housekeeping S.O.P
✓ Shoe Shine Service ✓ Cleaning Service Areas and
• Daily Service S.O.P
✓ Guest Request Items Emergency Stairway
• Housekeeping Reporting
✓ Babysitting ✓ Sweep Log
• Hotel Laundry Manual
✓ Guest Belongings ✓ Handling Guest Laundry
✓ Room Wait Requests ✓ Handling Guestroom Trash
✓ Shift Briefing ✓ Empty the Wastebasket
✓ Work Orders ✓ AM/PM Discrepant Rooms
✓ Allowing Access to Guest Report
Rooms ✓ Definition of a Guest
✓ Gratuities / Tips ✓ Handle Guest Complaints
✓ Chain of Command ✓ Job Safety
✓ Holding Open and Securing ✓ Personal Safety
Guest Room Door ✓ Priority Cleaning
✓ Reasonable Job Requests ✓ Do Not Disturb
✓ Key Control Procedure ✓ Guest Room Security
✓ Leaving Work Area without ✓ Room Service Trays Removal
Authorization
Hotel Management SPHM Hospitality continue
✓ Housekeeping Department Hygiene and Grooming Standard
H.K Menu ✓ Guest Room Cleaning
✓ Make a bed
✓ Bathroom Cleaning
Housekeeping S.O.P
✓ Proper Behaviour for Housekeeping Staffs
✓ Use a Vacuum Cleaner
• Housekeeping Reporting
✓ Handling baby Crib / Cot
• Hotel Laundry Manual
✓ Regular Turndown Service
✓ Executive Floor Guests / VIP Flower Ordering/ Arrangements
✓ Executive Floor Guests / VIP Turndown Service
✓ Cleanliness & Hygiene
✓ Daily Check List
✓ Equipment Usage
✓ Newspaper & Magazines
✓ Reception Service
✓ Towels
✓ The safe must be opened when the guest leaves the store to
check
✓ Assist in transporting guest luggage
✓ Say hello politely when meeting guests in the passenger elevator
✓ Body language and attitude
H.K Menu
✓ Sequence of the Daily Room ✓ Closet/Pantry Supply
Cleaning Service ✓ Turndown Service
• Housekeeping S.O.P
✓ Room Attendant/Room Maid ✓ Room Status Definitions
Daily Service S.O.P Tasks and Responsibilities ✓ Master Key Handout
• Housekeeping Reporting ✓ Key Control Procedure Procedures
• Hotel Laundry Manual ✓ Work Assignment Sheets ✓ The Professional Maid - a HK

✓ General Safety Tips Glossary
✓ How to enter a Guest Room ✓ The Professional Maid -
✓ Guest Room Service Cleaning Techniques
Standards/Requirements ✓ Supervisor - Bathroom
✓ Cleaning and Dust Techniques Inspection
✓ Makeup of a Guest Room ✓ Supervisor - Room Inspection
✓ Guest Room Amenity Setup - ✓ Linen Control Procedure
Online Brochure SPHM Group Standard ✓ Public Area Cleaning
✓ Restocking of Mini-Bar Procedures
✓ Lost and Found ✓ Guest Complaint and Request
Handling
✓ Telephone Handling

H.K Menu
• Housekeeping S.O.P
✓ Rooming List for Room Maids
Housekeeping Reporting ✓ Room Status Check List (Floor Supervisor)
• Hotel Laundry Manual ✓ Daily Mini-Bar Inventory Report - Store Requests
✓ Mini-Bar Price List – Sample
✓ Lost & Found Tag
✓ Cleaning Schedule Public Areas (Public Cleaner)
✓ Daily Mini-Bar Sales Report (all Rooms)
✓ Room Maid Checklist Report - Room Status/Linen
✓ Guest Laundry Checklist (Floor Supervisor/ Clerk)
✓ Room Status Report
✓ Sending & Returning of Laundry (Room Boy)

H.K Menu 1. Organization Chart 7. Operating Procedures for Hand

2. Working Hours and Vacation Plan Ironing and Pressing
3. Job Description Outlines • Guest Clothing
• Laundry Manager • Staff Uniforms
• Housekeeping S.O.P • Supervisor 8. Operating Procedures for Flatwork
• Daily Service S.O.P • Guest Contact Coordinator Ironing
• Sorter • F & B Linen
• Housekeeping Reporting • Valet Attendant • Room Linen
• Dry Cleaning Operator
Hotel Laundry Manual • Hand Washer 9. Equipment
• Machine Washer • Introduction
• Valet Preser • Maintenance
• Uniforms Finisher • Disposal
4. Operating Procedures for Guest 10.Chemicals
Laundry Services • Laundry Supply Items
• Pick up Guest’s Call • Dry Cleaning Supply Items
• Collection 11.Special Procedures
• Process • File Procedure
• Delivery • Guest Laundry Hold
• Express Service • Lost & Found
Online Brochure SPHM 5. Operating Procedures for Washing
• F & B Linen
• Room Linen
• Spring Cleaning
6. Operating Procedures for Dry
Cleaning
• Guest Clothing
• Staff Uniforms
• Spring Cleaning

Contents of Spa & Recreation Standards
I. Receptionist ✓
Spa Menu How to setup the Room for Oil Massage
✓ How to welcome a Guest ✓ How to setup the Bed for Oil Massage
✓ How to take a Booking in Person ✓ How to set the Room for Foot Massage
✓ How to take a Booking by Phone ✓ How to set the Bed for Foot Massage
Spa S.O.P ✓ How to escort a Guest to the ✓ How to set the Room for Body Scrub
• Spa Manual Treatment Room ✓ How to set the Bed for Body Scrub
• Massage Treatment Manual ✓ How to settle Payments ✓ How to set the Room for Thai Herbal
• Spa Staff Handbook ✓ How to farewell Compress Massage
✓ How to set the Bed for Thai Herbal
II. Spa Procedures Compress Massage
✓ Spa Etiquette for Spa Employees ✓ How to set the Room for Facial
✓ Hygiene Standard of Bathrobes Treatments
and Towels ✓ How to set the Bed for Facial
✓ How to clean a Treatment Room Treatments
✓ How to setup a Massage Bed ✓ How to handle Massage Oil for Oil
Online Brochure SPHM ✓ How to setup the Vichy Shower Treatments
✓ How to setup the Steam Room ✓ How to welcome a Guest for
✓ How to set the Body Treatment Treatments
Room ✓ How to take care of the Guest during
✓ How to setup the Massage Bed for Body Scrub Treatment
Body Treatments
✓ How to setup the Massage Bed for
Hotel Management SPHM Hospitality Thai Massage continue
✓ How to take care of the Guest after ✓ How to clean the Treatment Room
Spa Menu Body Scrub Treatment ✓ How to send soiled Laundry
✓ How to take care of the Guest ✓ How to receive and store Spa Laundry
during Hot Compress Treatment
✓ How to take care of the Guest after III. Spa Beauty Salon Procedures
Spa S.O.P
Hot Compress Treatment ✓ How to Setup for Manicure and
• Spa Manual ✓ How to take care of the Guest Pedicure Treatment
• Massage Treatment Manual during Foot Massage Treatment ✓ How to take care of the Guest during
• Spa Staff Handbook ✓ How to take care of the Guest Manicure and Nail polish
during Facial Treatment ✓ How to take care of the Guest after
✓ How to take care of the Guest after Manicure and Nail polish
Facial Treatment ✓ How to take care of the Guest during
✓ How to serve hot Tea and fresh Pedicure and Nail polish
Fruits after Treatment ✓ How to take care of the Guest after
✓ How to clean up the Spa Reception Pedicure and Nail polish
Online Brochure SPHM Area ✓ Manicure and Pedicure Sanitation
✓ How to clean the Spa Public Area Standard
✓ How to clean the Spa Locker Room
✓ How to clean the Spa Toilet and
Shower
✓ How to empty and clean the
Bathtub
I. PHILOSOPHY ✓ Non-Public Areas

Spa Menu ✓ Spa Philosophy ✓ Lost Items
✓ The Purpose of a Policies and ✓ Found Items
Procedures Manual ✓ Appointment Schedule
• Spa S.O.P ✓ Defining “Policy” versus ✓ Client Profiles – General
“Procedure” ✓ Client Profiles - Procedure
Spa Manual ✓ Overview of the Manual ✓ Daily Report
• Massage Treatment Manual ✓ Disclaimer ✓ Requisitions
• Spa Staff Handbook ✓ Core Standards of Service ✓ Petty Cash
✓ Hotel Spa Standards ✓ Equipment and Systems
✓ Creating the Spa Atmosphere
III. HUMAN RESOURCE MANAGEMENT
II. GENERAL MANAGEMENT ✓ Procedures
✓ Operating Hours ✓ New Employee Induction
✓ Smoking ✓ Employee Resignations
Online Brochure SPHM ✓ Safety ✓ Employee Dismissals
✓ Photography ✓ Employee Performance Appraisals
✓ Marketing Materials ✓ Quality Audits
✓ Client Access ✓ Qualifications
✓ Gender-Specific Areas ✓ Employee Entry/Exit

✓ Dress Code ✓ PROCEDURE: Employee

Spa Menu ✓ Confirmation Calls Arrival/Departure
✓ Complaints ✓ PROCEDURE: Spa Opening – General
✓ Check Out Areas
• Spa S.O.P ✓ Payments ✓ PROCEDURE: Spa Opening – Reading
Spa Manual ✓ Terms of Sale Memo Postings

✓ Gift Certificate Sales ✓ PROCEDURE: Spa Opening –
• Massage Treatment Manual
✓ Product Returns Reception
• Spa Staff Handbook
✓ Retail Sales ✓ PROCEDURE: Spa Opening – Front
✓ Products and Samples Desk Appointment Review
✓ Locker Keys ✓ PROCEDURE: Spa Opening – Reading
✓ Spa Tour Log Book
✓ Consultation Form ✓ PROCEDURE: Spa Opening –
Treatment Rooms/Stations
VII. STANDARD PROCEDURES ✓ PROCEDURE: Spa Closing – General
Online Brochure SPHM ✓ PROCEDURE: Stock Requisitions Areas
✓ PROCEDURE: Found Items ✓ PROCEDURE: Spa Closing – Money
✓ PROCEDURE: Lost Items Drop
✓ PROCEDURE: Recruitment ✓ PROCEDURE: Spa Closing – Money
✓ PROCEDURE: New Employee Drop
Induction ✓ PROCEDURE: Spa Closing – Reception
✓ PROCEDURE: Employee Meetings
✓ Shift Roster ✓ Food and Beverage

Spa Menu
✓ Leave ✓ Reading Materials
✓ Employee Meetings ✓ Music
✓ Employee Communication ✓ Diffusing Oils
• Spa S.O.P
✓ Telephone Etiquette ✓ Treatment Room/Station Preparation
Spa Manual ✓ Telephone Forwarding
• Massage Treatment Manual ✓ Telephone – Transfers VI. CLIENT INTERACTION
• Spa Staff Handbook ✓ Telephone – Placing Guests on ✓ Greeting/Farewell

Hold ✓ Future Bookings
✓ Employee Presentation ✓ Reservations
✓ Reservations Procedures
IV. SPA FOOD AND BEVERAGE ✓ Reservations – Booking on Computer
System
V. SPA PREPARATION ✓ Reservations – Booking in Central
✓ Maintenance Reservations
Online Brochure SPHM ✓ Essential Spa Cleaning ✓ Reservations – Editing Reservations
✓ Linen ✓ Reservations – Wait Listing
✓ Products, Supplies and Retail Reservations
Stock ✓ Cancellation Policy
✓ Lockers ✓ Reservations – Cancelling Reservations

✓ PROCEDURE: Spa Closing – ✓ PROCEDURE: Check In

Spa Menu Treatments Rooms/Stations ✓ PROCEDURE: Spa Itinerary, Packages,
✓ PROCEDURE: Anticipating Guest Multiple Services
Needs ✓ PROCEDURE: Orienting Guest to
✓ PROCEDURE: Answering Guest’s Facilities
• Spa S.O.P
Questions ✓ PROCEDURE: Spa Tour
Spa Manual ✓ PROCEDURE: Guest Recognition ✓ PROCEDURE: Receiving Clients for a
• Massage Treatment Manual ✓ PROCEDURE: Using Professional Treatment
• Spa Staff Handbook Language ✓ PROCEDURE: Releasing Clients from a
✓ PROCEDURE: Posture Treatment
✓ PROCEDURE: Reservation via ✓ PROCEDURE: Retail Assistance
Telephone ✓ PROCEDURE: Check Out
✓ PROCEDURE: Reservation in ✓ PROCEDURE: Payment
Person for a Later Date/Time ✓ PROCEDURE: Payment Options
✓ PROCEDURE: Reservation in ✓ PROCEDURE: Commission and
Online Brochure SPHM Person Requesting an Immediate Gratuity Sheets
Treatment ✓ PROCEDURE: Client Arrives Late
✓ PROCEDURE: Confirmation Calls ✓ PROCEDURE: Therapist Arrives Late
✓ PROCEDURE: Greeting for Clients ✓ PROCEDURE: Complaint in Person or
In Person via the Telephone
✓ PROCEDURE: Greeting for
Telephone Call
✓ PROCEDURE: Complaint via ✓ SPA M ASSAGE T HERAPIST

Spa Menu Written Correspondence ✓ SPA NAIL T ECHNICIAN
✓ PROCEDURE: Lost and Found ✓ SPA SKIN CARE SPECIALIST
✓ SPA BEAUTY T HERAPIST
• Spa S.O.P IX. EMERGENCY PROCEDURES ✓ SPA ATTENDANT
✓ Safety & Security
Spa Manual ✓ Admission, Conduct & Liability
• Massage Treatment Manual ✓ Lack of water quality
• Spa Staff Handbook ✓ Dealing with disorderly behavior
✓ Emission of Gases
✓ Serious Pool Rescue
✓ Emergency Action
✓ Lighting / Power Failure
✓ Fire & Emergency Procedures
Online Brochure SPHM X. JOB DESCRIPTIONS

✓ SPA M ANAGER
✓ SPA RECEPTIONIST
✓ SPA SUPERVISOR
✓ SPA T RAINER

Introduction
Spa Menu
✓ Disclaimers and Contraindications
✓ How Biofreeze Pain reliever Works
✓ Basic uses and recommendations for Biofreeze Pain reliever
• Spa S.O.P ✓ technique definitions
• Spa Manual
MassageTherapyTreatments
Massage Treatment Manual
✓ Pain Relieving Series using Biofreeze and Prossage
• Job Descriptions
✓ Refresher Series using Biofreeze and Prossage
✓ Sports Massage and Recovery Treatment Series
✓ Speality Treatment
✓ Self Care Series
Selling Product
Online Brochure SPHM Resources
Author Biographys

✓ Introduction
Spa Menu
✓ Communication
✓ Communication with Clients
✓ General Communication Skills
• Spa S.O.P
✓ Dealing with the Problem Client
• Spa Manual
✓ Scheduling Appointments
• Massage Treatment Manual
✓ Information Needed in Appointment Book
Spa Staff Handbook ✓ Client Consultation
✓ Pricing
✓ Refunds and Credits
✓ Job Description
✓ Assistant Training
✓ Service Duties
✓ Cleaning Duties
✓ Sick Day Policy
Online Brochure SPHM ✓ Vacation
✓ Holidays
✓ Work Schedule
✓ Work Attendance
✓ Your Appearance
✓ Personal Telephone Calls
✓ Health and Safety
Contents of Technical Service Standards
GENERAL
Technical Menu
ENG-SOP-01: PROPERTY OPERATION TERMINOLOGY
ENG-SOP-02: CUSTOMER PROGRAM
ENG-SOP-03: ORGANIZATIONAL CHART
ENG-SOP-04: TRAINING MANUALS
Engineering S.O.P ENG-SOP-05: SHOP ORGANIZATION
ENG-SOP-06: POWER PLANT ORGANIZATION
• Engineering Manual ENG-SOP-07: WORK SCHEDULES
• Emergency Procedure ENG-SOP-08: UNIFORM CONTROL ISSUE
ENG-SOP-09: PERSONAL APPEARANCE & DRESS CODE
• Minimum Standard ENG-SOP-10: DEPARTMENTAL MEETINGS
ENG-SOP-11: PROCEDURE REVIEW
ENG-SOP-12: SOP AUDIT PROCESS & REVIEW
OPERATIONS
ENG-SOP-13: EQUIPMENT CHECK LOGS

ENG-SOP-14: ENGINEER ASSIGNMENT REPORT
ENG-SOP-15: READINGS
ENG-SOP-16: EQUIPMENT REPAIR MANUAL LIBRARY
ENG-SOP-17: PURCHASING CONTROL
Online Brochure SPHM ENG-SOP-18: CHART OF ACCOUNTS
ENG-SOP-19: PREFFERED VENDORS
ENG-SOP-20: PREFFERED SERVICE VENDOR LIST
ENG-SOP-21: BUDGET REVIEW & CONTROL
ENG-SOP-22: ASSET SELECTION
ENG-SOP-23: ROUTINE MAINTENANCE REQUESTS
ENG-SOP-24: SAFETY WORK ORDER
ENG-SOP-25: PROJECT WORK
ENG-SOP-26: PREVENTATIVE MAINTENACE ADMINISTRATION
ENG-SOP-27: GUEST ROOM PREVENTATIVE MAINTENANCE
ENG-SOP-28: ELECTRICAL DISTRIBUTION PREVENTATIVE
ENG-SOP-29: FUEL EFFICIENCY TESTS
ENG-SOP-30: DISABILITY ACT continue
Technical Menu
ENG-SOP-31: FREON DISCHARGE
ENG-SOP-32: FACILITY CONSERVATION
FACILITY SERVICES
Engineering S.O.P
ENG-SOP-33: CONTRACT SERVICES
• Engineering Manual ENG-SOP-34: WARRANTIES
ENG-SOP-35: GROUNDSKEEPING
• Emergency Procedure ENG-SOP-36: PARKING AREA
ENG-SOP-37: EXTERIOR SIGNING & SECURITY LIGHTING
• Minimum Standard ENG-SOP-38: ENGINEERING SERVICE REQUESTS
LOSS PREVENTION
ENG-SOP-39: KEY CONTROL

ENG-SOP-40: ENVIRONMENTAL COMMITTEE
ENG-SOP-41: SECURITY
ENG-SOP-42: SHOP & JOB SAFETY
ENG-SOP-43: HAZARDOUS CHEMICALS
ENG-SOP-44: UNDERGROUND STORAGE TANKS
ENG-SOP-45: COMPRESSED GAS CYLINDERS
Online Brochure SPHM ENG-SOP-46: RECORD RETENTION
ENG-SOP-47: TOOL INVENTORY CONTROL
ENG-SOP-48: VEHICLE MAINTENANCE
ENG-SOP-49: ELECTRICAL LOCK OUR PROCEDURES
ENG-SOP-50: EMERGENCY PREPAREDNESS
ENG-SOP-51: LIFE SAFETY/OPERATION & TRAINING
ENG-SOP-52: EMERGENCY TELEPHONE LIST
ENG-SOP-53: MOBILE COMMUNICATIONS
ENG-SOP-54: EMERGENCY VALVE CHART
ENG-SOP-55: VALVE CHARTS
ENG-SOP-56: MAJOR EQUIPMENT & AREAS SERVED

Technical Menu
ENERGY MANAGEMENT
Engineering S.O.P
• Engineering Manual
• Emergency Procedure ENG-SOP-57: ENERGY MANAGEMENT COMPUTER
ENG-SOP-58: ENERGY MANAGEMENT HOUSEKEEPING
• Minimum Standard
ENG-SOP-59: ENERGY MANAGEMENT KITCHEN
ENG-SOP-60: ENERGY BILL RECONCILIATION
ENG-SOP-61: ENERGY AUDIT PROCEDURE
ENG-SOP-62: ENERGY CHARTS & GRAPHS
ENG-SOP-63: ENERGY COMMITTEE
ENG-SOP-64: GENERAL ENERGY CONSERVATION PROGRAM
ENG-SOP-65: SPRINKLERS

A. OPERATIONS AND ADMINISTRATION
Technical Menu A1 Maintenance Administration
A2 Standard Routines
A3 Engineering and Maintenance Work
A4 Preventive Maintenance
• Engineering S.O.P
A5 Planned Special Projects
A6 Utilities - Heat, Light & Power
Engineering Manual A7 Organisation & Staffing
A8 Engineering Office Management
• Emergency Procedure
A9 Budgets
• Minimum Standard A10 Purchasing and Stores
B. FIRE & SAFETY
B1 Fire Protection
B2 Bomb Threats
B3 Typhoon Procedures
B4 Safety Procedures
C. TRAINING
C1 Communication
C2 Training
C3 Training Programmes
C4 How to Improve Job Methods
C5 Foundations for Good Relations
C6 How to Handle A Problem
C7 How to Get Ready To Instruct
C8 How to Instruct
C9 Contact with Guests
C10 Summary
Technical Menu
✓ Directory
✓ Definition & Terminologies
✓ Fire & Evacuation
✓ Death /Suicide Jumper
Emergency Procedure ✓ Robbery
• Minimum Standard ✓ Total Power Failure
✓ Employee Accident/Illness
✓ Guest Accident/Illness
✓ Elevator Rescue
✓ Typhoon
✓ Earthquake
Online Brochure SPHM ✓ Civil Disorder
✓ Bomb Threat
✓ Accident Prevention Program
✓ Safety Program
✓ Crisis Communication Plan
✓ Crisis Management Team

Technical Menu
1. General
2. Site
• Emergency Procedure
3. Guest Areas
Minimum Standard
4. Public Areas
5. Administrative Areas
6. Employee Areas
7. Housekeeping Areas
8. Support Areas
Online Brochure SPHM 9. Food Preparation

10. Vertical Transportation
11. Miscellaneous Requirements
12. Handicapped Requirements

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Mentor of Hospitality Standards

Online Brochure SPHM

• Finance Business Plan

Hotel Operation Policy

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• Finance Operations Manual

F & B Service Manual

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Human Resources Strategy

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Standard Operating Procedures

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• Hotel Operation Policy • Planning is a Team Concept

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• Inventories–Saleable Merchandise • Provisions • Gross Operating Income

• Inventories-Operating Supplies • Provisions-Replacement of • Gross Operating Profit

• Deposits – Non Current • Initial Working Capital • Accommodation Revenue

• Liabilities • Current Account • No Show Revenue

• Bank Overdraft and Loans • Balance Brought Forward • No Show Rebates

Online Brochure SPHM F&B Intra-Departmental Allocation Purchasing

• Policy Statement Internet Domain Names

• Purpose Mail Maintenance: Reclaim

• Procedure Mail Directories

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Safety and Loss Prevention from Hotel

Responsibility of General Managers Guest Complaints

to Accounting Control Financial Controller - Reporting

Manager’s Bonus Plans Lines

Expatriate’s Apartment Maintenance Group Fee Calculation

Online Brochure SPHM Membership of Executives Repairs, FF&E Alternations

Confidential Information Guaranty of Third Party Debts

Conflicts of Interest Employee Personal Checks

Claims Reporting Disbursement Limitations

Political Gifts and Donations Extension of Credit

Business Telephone Calls While Foreign Exchange Transactions

Away Bank Operating Account

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Operations Manual Bread Communiction Meetings Font Size

Operations Manual Kitchen Mise en Place Pens Site Inspections