SOPs

Hotel and Manager SOPs:

Guest Bookings and Reservations

1. Reservations
2. a. Respond to reservation inquiries via phone, email, and online booking platforms
3. b. Update the resort’s reservation system with new bookings and changes to existing bookings
4. c. Provide guests with information about room availability and rates
5. d. Confirm reservations with guests via email or phone
6. Payment
7. a. Process payments for room reservations
8. b. Update the resort’s reservation system with payment information

II. Arrival

1. Front Desk Operations

2. a. Greet guests as they arrive and escort them to the front desk
3. b. Check guests in using the resort’s reservation system
4. c. Provide guests with information about the resort and surrounding area
5. d. Escort guests to their rooms

III. Departure

1. Front Desk Operations

2. a. Check guests out using the resort’s reservation system
3. b. Provide guests with a final bill and accept payment
4. c. Escort guests to the resort’s entrance

IV. Room Facilities

1. Housekeeping Operations
2. a. Clean guest rooms daily, including dusting, vacuuming, and sanitizing surfaces
3. b. Change bed linens and towels as needed
4. c. Stock guest rooms with amenities such as shampoo, soap, and tissues
5. Room Maintenance
6. a. Respond to guest requests for room repairs or maintenance
7. b. Repair and maintain guest rooms, including plumbing and electrical systems
8. c. Perform routine maintenance tasks such as painting and cleaning

V. Hotel Maintenance

1. Grounds Maintenance
2. a. Maintain the resort’s grounds, including lawns, gardens, and walkways
3. b. Clean the resort’s outdoor pool and hot tub
4. c. Remove litter and debris from the resort’s property
5. Building Maintenance
6. a. Repair and maintain resort facilities, such as plumbing and electrical systems
 7. b. Perform routine maintenance tasks such as painting and cleaning

VI. Guest Services

1. Concierge Services
2. a. Assist guests with making reservations for restaurants, tours, and activities
3. b. Provide guests with maps and information about the local area
4. c. Respond to guests' requests for information and assistance
5. Luggage Assistance
6. a. Assist guests with storing and retrieving their luggage
7. b. Transport guests' luggage to and from their rooms
8. Room Service
9. a. Provide guests with in-room dining options
10. b. Take orders from guests over the phone or in person
11. c. Deliver food and beverages to guests' rooms

VII. Security

1. Front Desk Operations

2. a. Verify guests' identification upon check-in
3. b. Ensure the security of guests' personal and payment information
4. c. Escort guests to their rooms after dark
5. Room Security
6. a. Ensure that guest rooms are locked when not in use
7. b. Respond to guests' requests for extra keys or room lock repairs
8. c. Investigate reported security incidents and take appropriate action

VIII. Marketing and Sales

1. Promotions and Packages

2. a. Develop and implement promotions and packages to attract guests
3. b. Update the resort’s reservation system with information about promotions and packages
4. c. Provide guests with information about promotions and packages during check-in
5. Group Bookings
6. a. Respond to inquiries from groups about room availability and rates
7. b. Provide groups with customized quotes and contracts
8. c. Confirm group bookings and manage payments

Kitchen SOPs:

I. Kitchen Operations

1. Food Preparation
2. a. Prepare menu items according to established recipes
3. b. Maintain a clean and organized work area, including countertops, cutting boards, and equipment
4. c. Follow proper food safety procedures, including storage and temperature control
 5. d. Monitor food quality and presentation, making adjustments as needed
6. Menu Development
7. a. Research and develop new menu items
8. b. Update the resort’s menu to reflect seasonal and local ingredients
9. c. Collaborate with the resort’s sales and marketing team to promote menu items

II. Kitchen Staff

1. Hiring and Training

2. a. Recruit and hire kitchen staff, including chefs, cooks, and dishwashers
3. b. Provide new hires with training on kitchen operations, menu items, and equipment
4. c. Evaluate and monitor staff performance, providing feedback and coaching as needed
5. Scheduling
6. a. Schedule kitchen staff to ensure adequate coverage for all shifts
7. b. Monitor staff hours to ensure compliance with labor laws
8. c. Coordinate staff breaks and meal periods

III. Kitchen Supplies

1. Inventory Management
2. a. Maintain an accurate inventory of kitchen supplies, including food, equipment, and smallwares
3. b. Place orders for supplies as needed to ensure adequate stock levels
4. c. Monitor food costs and adjust menus as needed to control expenses
5. Equipment Maintenance
6. a. Maintain and repair kitchen equipment, including stoves, ovens, and refrigeration units
7. b. Monitor equipment performance and take action to resolve any issues
8. c. Schedule regular preventive maintenance to extend the life of equipment

IV. Food Safety

1. Sanitation
2. a. Maintain a clean and sanitary kitchen environment
3. b. Follow established cleaning procedures, including washing dishes, mopping floors, and sanitizing
surfaces
4. c. Dispose of food waste in a safe and environmentally responsible manner
5. Food Safety Training
6. a. Provide kitchen staff with training on food safety and sanitation procedures
7. b. Monitor staff compliance with food safety procedures and take action to resolve any issues
8. c. Conduct regular food safety audits to ensure compliance with regulations and standards
9. Menu Planning
10. a. Create weekly, monthly, and seasonal menus based on customer demand and food availability
11. b. Assess the profitability of menu items and adjust pricing as needed
12. c. Coordinate with front-of-house staff to ensure seamless service and menu execution
13. Cost Control
14. a. Monitor food and supply costs to ensure they are in line with budgeted amounts
15. b. Implement cost-saving measures, such as portion control and waste reduction
16. c. Conduct regular inventory audits to ensure accurate records and reduce waste
17.
Housekeeping SOPs:

I. Cleaning Procedures

1. Guest Rooms
2. a. Dust surfaces, including furniture and décor
3. b. Vacuum carpets and flooring
4. c. Clean windows and mirrors
5. d. Sanitize surfaces, including countertops, bathroom fixtures, and door handles
6. e. Replace used towels and linens with fresh ones
7. f. Stock guest rooms with amenities, such as shampoo, soap, and tissues
8. g. Perform routine maintenance tasks, such as changing light bulbs and fixing squeaky doors
9. Public Areas
10. a. Dust surfaces, including furniture and décor
11. b. Vacuum carpets and flooring
12. c. Clean windows and mirrors
13. d. Sanitize surfaces, including countertops, bathroom fixtures, and door handles
14. e. Remove litter and debris from the resort’s property
15. f. Perform routine maintenance tasks, such as changing light bulbs and fixing squeaky doors

II. Housekeeping Staff

1. Job Responsibilities
2. a. Clean guest rooms and public areas as assigned
3. b. Report maintenance needs and lost and found items to the appropriate departments
4. c. Follow the cleaning procedures outlined in Section I of this SOP
5. Time Management
6. a. Arrive at work on time and dressed in the appropriate uniform
7. b. Complete cleaning tasks within the allotted time
8. c. Take breaks and lunch as scheduled
9. Communication
10. a. Communicate effectively with guests and other departments
11. b. Report any incidents or problems to the housekeeping supervisor or manager

III. Training and Development

1. Employee Training
2. a. Provide new employees with training on cleaning procedures and guest services
3. b. Provide ongoing training to improve employee skills and knowledge
4. Performance Evaluations
5. a. Conduct performance evaluations for housekeeping staff on a regular basis
6. b. Provide feedback and coaching to employees to improve their performance

IV. Inventory Management

1. Linens and Amenities

2. a. Maintain an accurate count of linens, towels, and amenities
 3. b. Order supplies as needed to ensure a sufficient inventory
4. c. Store linens and amenities in a secure and organized manner
5. Cleaning Supplies
6. a. Maintain an accurate count of cleaning supplies
7. b. Order supplies as needed to ensure a sufficient inventory
8. c. Store cleaning supplies in a secure and organized manner

Waiters SOPs:

I. Pre-Shift Preparation

1. Reporting for Duty

2. a. Arrive at the resort on time for your shift
3. b. Report to the restaurant manager for pre-shift briefing
4. c. Review the restaurant's daily specials and menu changes
5. Attire and Grooming
6. a. Wear the resort's designated waiter uniform
7. b. Ensure that hair is neatly styled and free of distractions
8. c. Wear closed-toe, non-slip shoes
9. Table Setting
10. a. Set tables with tablecloths, silverware, glasses, and napkins
11. b. Ensure that table settings are clean and free of defects
12. c. Replenish supplies such as salt and pepper shakers, condiments, and bread baskets

II. Greeting and Seating Guests

1. Arrival
2. a. Greet guests as they enter the restaurant
3. b. Escort guests to their tables
4. c. Provide guests with menus and inform them of the daily specials
5. Seating
6. a. Assign guests to tables based on the restaurant's seating plan
7. b. Offer guests the option to wait for a preferred table, if available
8. c. Record guest preferences for future visits

III. Taking Orders

1. Order Taking
2. a. Explain menu items and daily specials to guests
3. b. Take food and beverage orders accurately and efficiently
4. c. Repeat the order back to guests to ensure accuracy
5. Upselling
6. a. Offer guests suggestions for appetizers, entrees, and desserts
7. b. Recommend wine and other beverage pairings
8. c. Suggest additional courses or menu items to enhance the dining experience
IV. Serving Food and Beverages

1. Food Service
2. a. Serve food and beverages to guests promptly and professionally
3. b. Check back with guests to ensure that they are satisfied with their meal
4. c. Offer guests refills on beverages and additional condiments as needed
5. Wine Service
6. a. Open and pour wine for guests
7. b. Provide guests with information about the wine's origin, flavor profile, and pairing suggestions
8. c. Follow proper wine service etiquette, such as holding the bottle at the base and pouring away from
the guests

V. Clearing Tables and Resettling

1. Clearing Tables
2. a. Remove used plates, silverware, glasses, and napkins from tables
3. b. Wipe tables and reset table settings for the next guests
4. c. Replenish supplies as needed
5. Resettling
6. a. Greet new guests and escort them to their tables
7. b. Provide menus and daily specials information
8. c. Take food and beverage orders as described in Section III

VI. Closing Duties

1. Closing Operations
2. a. Clean and restock the restaurant
3. b. Complete end-of-shift reports
4. c. Turn in cash drawers and receipts to the restaurant manager
5. Departure
6. a. Say goodbye to guests as they leave the restaurant
7. b. Wish guests a pleasant evening
8. c. Report any guest comments or concerns to the restaurant manager