Sop HG 2020

PT.
PMA HOLIWAY
Desa Sambirenteng, Jl. Segara benben
81173 Tejakula, Buleleng, BALI, indonesia
+62 81 236 035 703
office@holiway.net
Standard operation procedure

Holiway Garden
Content
1 Housekeeping...................................................................................................6
1.1 Reporting to shift........................................................................................6
1.2 Briefing and handing assignments.............................................................6
1.3 Cleaning equipment and materials.............................................................7
1.4 Entering villa / suite....................................................................................8
1.5 Room cleaning sequence..........................................................................9
1.6 Check out cleaning..................................................................................11
1.7 Emptying trash.........................................................................................12
1.8 Removing dirty linen................................................................................ 13
1.9 Fresh linen...............................................................................................13
1.10 Cleaning vanity / sink / mirror.................................................................14
1.11 Cleaning toilet........................................................................................15
1.12 Cleaning shower / bath tub....................................................................16
1.13 Facial- and toilet tissues........................................................................17
1.14 Towels....................................................................................................17
1.15 Replacing / filling toilet amenities...........................................................18
1.16 Cleaning bathroom floors.......................................................................18
1.17 Bed making............................................................................................19
1.18 Floor cleaning........................................................................................ 20
1.19 Guests personal items...........................................................................20
1.20 Cleaning closet / safe.............................................................................21
1.21 Cleaning furniture...................................................................................21
1.22 Cleaning lamps / light switches..............................................................22
1.23 Cleaning fridge / minibar........................................................................22
1.24 Aligning curtains / cleaning blinds..........................................................23
1.25 Replacing / filling amenities....................................................................23
1.26 Cleaning kitchen (Villas only).................................................................24
1.27 Housekeeping maintenance check........................................................25
1.28 Cleaning reception area.........................................................................26
1.29 Cleaning seminar rooms (Kamala and Padma).....................................26
1.30 Lost and found.......................................................................................27
1.31 Pest control............................................................................................27
1.32 Laundry..................................................................................................28
1.33 Uniform.................................................................................................. 28
2 Front office......................................................................................................29
2.1 Shift change and briefing.........................................................................29
2.2 Reporting to shift.....................................................................................30
2.3 Opening and closing duties......................................................................31
2.4 Airport pick up / drop off service...............................................................32
2.5 Transfer pick up / drop off service............................................................33
2.6 Airport lost and found luggage service.....................................................34
2.7 Welcoming guests....................................................................................34
2.8 Registration and check in process...........................................................35
2.9 Handling guest lugagge...........................................................................36
2.10 Group registration and check in process................................................37
2.11 Guest confirmations and invoice............................................................38
2.12 Group pre arrival preparations...............................................................39
2.13 Guest check out.....................................................................................40
2.14 Group check out.....................................................................................41
2.15 Late check out........................................................................................42
2.16 Making bills............................................................................................42
2.17 Stay extensions......................................................................................43
2.18 Walk in guests........................................................................................43
2.19 Handling check in when room is not ready............................................44
2.20 Showing around hotel and escorting to room.........................................45
2.21 Tour arrangements................................................................................ 46
2.22 Lost and found.......................................................................................47
2.23 Medical emergency procedure...............................................................47
2.24 Key control.............................................................................................48
2.25 Room check...........................................................................................49
2.26 Cash handling........................................................................................49
2.27 Vouchers and gift cards.........................................................................50
2.28 Shop.......................................................................................................51
2.29 Restaurant relations...............................................................................51
2.30 Cancellations......................................................................................... 52
2.31 Hygiene..................................................................................................52
2.32 Uniform.................................................................................................. 53
3 Kitchen............................................................................................................54
3.1 Preparation.............................................................................................. 54
3.2 Hygiene....................................................................................................57
3.3 Safety and first aid...................................................................................63
3.4 Handling cooking equipment....................................................................64
3.5 Storage of food........................................................................................ 65
3.6 Opening................................................................................................... 66
3.7 Process food............................................................................................68
3.8 Food times...............................................................................................75
3.9 Closing.....................................................................................................77
4 Security and safety.........................................................................................78
4.1 Reporting to shift and shift change...........................................................78
4.2 Entrance and exit.....................................................................................79
4.3 Guarding in hotel premises......................................................................80
4.4 Fire emergency ??...................................................................................81
4.5 Staff safety..............................................................................................81
4.6 Catastrophies..........................................................................................82
5 Maintenance...................................................................................................83
5.1 Reporting to shift......................................................................................83
5.2 Maintenance for air-conditioning..............................................................84
5.3 Maintenance for water heating.................................................................85
5.4 Maintenance for furniture.........................................................................85
5.5 Pool maintenance....................................................................................86
5.6 Maintenance in occupied room................................................................87
5.7 Maintenance list.......................................................................................88
5.8 Maintenance and upkeep of fire extinguisher..........................................89
5.9 Equipment maintenance..........................................................................90
5.10 Safety.....................................................................................................91
5.11 Uniform.................................................................................................. 91
6 Gardening.......................................................................................................92
6.1 Shift..........................................................................................................92
6.2 Equiptment...............................................................................................92
6.3 Included Tasks.........................................................................................93
7 Restaurant......................................................................................................94
7.1 Reporting to shift......................................................................................94
7.2 Breakfast setup........................................................................................95
7.3 Lunch setup............................................................................................. 96
7.4 Dinner setup.............................................................................................96
7.5 Guest service...........................................................................................97
7.6 Opening and closing duties......................................................................98
7.7 Order taking...........................................................................................100
7.8 Order delivery service............................................................................100
7.9 Handling bills..........................................................................................101
7.10 Clearing the tables...............................................................................102
7.11 Uniform............................................................................................... 102
8 Spa............................................................................................................... 103
8.1 Reporting to shift....................................................................................103
8.2 Opening and closing..............................................................................104
8.3 Scheduling appointments.......................................................................105
8.4 Arranging treatment room......................................................................105
8.5 Guest service.........................................................................................106
8.6 Monitoring stock level............................................................................108
8.7 Knowledge off treatments......................................................................108
8.8 Obtaining basic knowledge of customer medical condition....................109
8.9 Hygene...................................................................................................109
9 Laundry.........................................................................................................110
9.1 Shift........................................................................................................110
9.2 Hygene...................................................................................................111
9.3 Washing.................................................................................................111
9.4 Drying.....................................................................................................112
9.5 Ironing....................................................................................................113
9.6 Check laundry bills of guests.................................................................113
9.7 Distribute guest laundry.........................................................................114
9.8 Other tasks.............................................................................................115
1 Housekeeping
1.1 Reporting to shift
Department: Housekeeping
Section: Guest Villas/Suites
Policy ID: HK1.2/2020
Standard Procedure
 Shift starts at 7.00am with  Everyone should be ready for

morning brief meeting at 7.00, already in
uniform
 Everyone checks in to work by
scanning time card in time card
machine
1.2 Briefing and handing assignments
Standard Procedure
 Briefing is every morning 7.00  Going trough the day before
 Feedback from day before

 Feedback from day before
 Informing if there is
 Everybody knows their tasks abnormalities that day
 Assignments for the groups

1.3 Cleaning equipment and materials
Standard Procedure
 Cleaning equipment is always  Always before transitioning to

clean and not damaged assigned clean checking
cleaning equipment
 Cleaning equipment
(brush,spray bottles etc.) are  Filling every cleaning material
working bottle or taking a new bottle
 Spray bottles and cleaning  washing cleaning cloths
materials are filled frequently
 Servicing cleaning equipment
 Broken cleaning equipment is

reported and returned to storage
for later inspection
 Always check that you have

enough bin bags, toilet rolls and
other supplies
1.4 Entering villa / suite
Standard Procedure
 Housekeepers know how to enter  Before going to service customers

guest villa / suite without disturbing Villa / suite, always check that guest
guests would be fine to be disturbed
 Special attention early in the  Before knocking or calling the guest,
morning check is there ”Do not disturb” sign
 Housekeepers are aware of the on the door. If sign is up, come back
procedure how to act when it is not later or leave a note
clear if customer is in.
 If there is no sign :
 Housekeeping is always polite and
follow good manners 1. Announce presence by firm
knock and saying
Housekeeping, Good morning,
May I enter the room
2. Wait for a response. If there is

no response repeat part. 1
3. If there is still no response,

come back later of check room
status from reception
4. Never enter the Villa / Suite

without permission from guest
5. If ”do not disturbed sign” has

been on the door for the whole
day, inform supervisor or
reception
6. If guest responses, address

guest by name and ask if room
can be serviced. If guest has
requested for specific service,
inform guest your reason for
being there.
7. Cleaning equipment and shoes

are left neatly in the steps or to
porch. Never go in with shoes
on
8. If room is empty you can start

cleaning
9. If guest arrives during cleaning,

first ask to finish cleaning later.
If guest allows, finish cleaning
10. If guest is in, apologise for

disturbing and ask for more
convenient time from guest. If
guest allows you can start
cleaning.
11. When clean is done and guest

been in the room, always thank
guest by positive manner
1.5 Room cleaning sequence
Standard Procedure
 Rooms are tidy  Swipe floors with broom
 Appealing scent  Clean counters and sink
 Amenities are filled  Clean shower / bathtub
 Guests feel welcomed when  Clean toilet

coming in the room
 Finish mirrors and vanity area
 Replace towels and amenities,

fill shampoo and shower gel
and bin bag
 Add amenities
 Mop floor
 Fill water jug / check water
dispenser
 Check / fill minibar / fridge
 Replace glasses and take used

to be washed
 Inspect room precisely
 Spray airfreshner
 Report room status for clean

check
1.6 Check out cleaning
Standard Procedure
 Villa / suite is clean and ready  Follow procedure in HK
for next guest 1.4/2020 Room cleaning
sequence with addition mention
 Items found in the Villa / Suite is bellow
turned in to lost and found
 Open and clean all drawers
 Toilet and bedroom amenities
are replaced  Check under the bed
 Check inside the safe for lost

and found items
 Check room for any damage

and report to supervisor
 Turn in all items left by guest to

lost and found (1.13/2020)
 Replace bathroom and

amenities
1.7 Emptying trash
Standard Procedure
 No trash is left to the room  Pick up all trash from the room
and put them to trash bag
 Trash bins are empty  Empty all trash bins, Including
toilet bin
 Trash bins are clean
 Wipe dirty trash bins
 Ashtrays are empty, clean and
on the outside table  Always handle trash bins
carefully, they can be
hazardous (needles, sharp
objects, broken glass etc. )
 Put new trash bag when

needed
 Always make all the butts in

ashtray are extinquished before
pouring them to trash bin.
1.8 Removing dirty linen
Standard Procedure
 Bed linen is always clean  Inspect the bed linen for

damage or stains
 Damaged linen is separated
from good ones  Replace damaged or dirty linen
 Clean linen is never layed on  Take dirty linen to laundry

the floor  Make sure damaged linen is
separated from good ones
 Shake linen for lost and found

items
1.9 Fresh linen
Standard Procedure
 Fresh linen is always clean and  When making beds, inspect linen
not damaged for stains or damage
 Fresh linen is never placed to  Always place linen to clean table

floor or chair, never on the floor
 All linen are fitting and right  Any bed disturbed in anyway must
sized be changed with new linen
1.10 Cleaning vanity / sink / mirror
Standard Procedure
 Cleaned daily free of hair, soap,  All surfaces are sprayed with
smudges, tooth paste etc. multipurpose cleaner and wiped
 No dripping tabs  Hard to remove stains are

scrubbed with spunge and
 Drains are not logged rinsed after
 Tabs are always shiny and free  Entire vanity and sink is dry,
of fingerprints tabs also
 Sink and counters are dry and  Cabinet under sink is wiped
clean
 Mirros is cleaned with window
 Mirros is clean and free of cleaner, wiped and dried
toothpaste, smudges,
fingerprints etc.  If guest is staying, do not touch
any jewelry or jewelry cases.
 Alll glasses and holders are Clean under guest own
clean products and place them neatly
 Hairdryer is working and clean  Report any repairs needed

of hair
 Always ensure that there is
warm water
 Remove all stains and hair from

hairdryer
 Flowers and decorations are

replaced and placed neatly
1.11 Cleaning toilet
Standard Procedure
 Cleaned daily  Use all toilet cleaner or all

purpose cleaner and toilet
 Free of any stains brush
 Toilet is working properly  Squirt cleaner under the rim

and let stay for few minutes
 Carefully brush and scrub entire
bowl and seat without splashing
cleaning chemicals to your skin
or eyes
 Flush the toilet until water bowl

is clean
 Dry toilet seat and outside of

the bowl
 Swipe and dry top and flush

button
 Make sure hinges are clean and

working and toilet seat is
properly attached
1.12 Cleaning shower / bath tub
Standard Procedure
 Cleaned daily  Spray all surfaces and let

chemicals in for few minutes
 Shower or bathtub is free of
soap, hair, dirt, rust etc.  When cleaning shower walls,
Including walls always rinse starting from top
working towars bottom
 Tab and shower head is shiny
and clean  On bathtub start from the
uppersides working towards the
 Drain is clean and not clogged drain
 There is enough water pressure  Pay attention to corners
 Theres warm and cold water  Clean the shower head and
coming shower tab
 Dry all surfaces
 Report any issues to

maintenance or to supervisor
1.13 Facial- and toilet tissues
Standard Procedure
 Facial tissue box is not empty  Facial tissue box is filled
 Facial tissue box is clean  Toilet tissues are folded nicely

and always face out
 Toilet tissues are filled and
folded neatly  Replenished daily
 Always spare roll on top of toilet  Tissues are always white

tank
 Tissues are dry and clean
1.14 Towels
Standard Procedure
 Towels are folded neatly on  Hand towels are folded nicely

designated locations on the counter and facials
towels folded on top
 No towel seams or tags are
facing the guest  Bath towels are placed on top
of day cover to bed
 Towels are clean and free of
damage  Bath math / towel is placed
neatly on the floor near shower
1.15 Replacing / filling toilet amenities
Standard Procedure
 All toilet amenities are replaced  All toilet amenities are checked
or filled daily for replacing of filling
 All amenities are set neatly on  All toilet amenities are placed
designated locations on right place
 Used amenities are removed  List of amenities : handsoap,

showergel, shampoo
 All amenities are clean
1.16 Cleaning bathroom floors
Standard Procedure
 All floors are swept and cleaned  All floor are swept clean, extra
daily attention to corners and behind
the toilet
 Shower floor is cleaned from

hair
 Inspect floor and remove any

stains or dirt
1.17 Bed making
Standard Procedure
 All linen is clean, free of  Tie mosquito net up

damage and matching
 Strip bed from linen
 Linen or pillows are never
placed on the floor  Check that mattress is clean
 Mattress is clean  Put on new sheet, place it

evenly on top of mattress and
 All sheets are the right size fold corners neatly. Ensure
theres no wrinkles and sheet is
 Bottom sheet is tight, free on tight
wrinkles and tucked under the
mattress  Set sleeping sheet on the bed
leaving space for pillows. Tuck
 Pillows cases are clean and neatly under the mattress and
pillows are firm ensure sheet is tight
 Day cover is placed neatly on  Fold day cover neatly on top of

the bed
 sleeping sheet as instructed
 Bed is checked that all corners
are folded nicely and overall  Pillows are inspected and made
look is inviting fluffy and placed neatly on the
upper end of the bed
1.18 Floor cleaning
Standard Procedure
 Floors are sweeped clean and  Sweep floor with broom

mopped
 Mop the floor
 Also under the bed
 Remember corners and under
 No rubbish on the floor the bed
1.19 Guests personal items
Standard Procedure
 Guest clothes are picked up  Pick up clothes from the floor
from the floor and folded neatly and fold neatly to the seat in the
end of the bed
 Shoes are alinged neatly
outside  Align shoes neatly outside
 Nothing is placed inside  Neatly arrange guests toiletries

drawers
 Put all caps back on bottles
 Drawers or closets are not
opened  Close any drawer / closet door
thats left open by guest
 Jewelry, money or any
valuables are not touched
 Any business papers /

computer equipment is not
touched
1.20 Cleaning closet / safe
Standard Procedure
 Only cleaned in check out  Clean doors
 Cloth hangers are clean,  Swipe from inside

working and theres correct
amount  Check that safes empty and
turn every found item to lost
 Closet is clean and found
 Safe is clean and working  Report any damages
 Closets are closed
1.21 Cleaning furniture
Standard Procedure
 Cleaned daily  Swipe all furniture
 Stable and not damaged  Wipe dry
 Furniture is on right place  Check for damage
 All damages are reported  Report any damages
 Set according to room plan
 Check cushions for stains, If

dirty swap and take dirty to
laundry
1.22 Cleaning lamps / light switches
Standard Procedure
 Cleaned daily  Always cleaned with dry cloth
 Lamps is dust free  Switches are free of dust, dirt,

fingerprints etc.
 Lights working and burnt out
bulbs changed  Turn all lights on to ensure they
are working
 Switches are working
 Report broken lights / burnt out
 Damage is reported immediatly bulbs / damaged stwiches
immediatly
1.23 Cleaning fridge / minibar
Standard Procedure
 Cleaned / checked daily  Wiped with multi surface

cleaner
 Mini bar / fridge is on
 check that minibar / fridge is
 Mini bar / fridge door is closed turned on, plugged in and
working
 Minibar / Fridge is dry
 Damages are reported
1.24 Aligning curtains / cleaning blinds
Standard Procedure
 In good working order  Test that Curtains / blinds close

properly
 No holes, Clean of dust and
stains  Check for holes / stains
 Hang evenly  Dedust blinds
 Blinds free of dust  Report all damages
1.25 Replacing / filling amenities
Standard Procedure
 Amenities placed as instructed  Set amenities as instructed
 Shortages replaced daily  Check condition of each

amenity
 Used amenities taken out
 Take out used amenities
 Replace amenities
1.26 Cleaning kitchen (Villas only)
Standard Procedure
 Cleaned daily  Kitchen counters are cleaned

with multisurface and wiped
 Counters are clean clean
 Hobs are working  All dishers are done and set to

orders
 All dishes are done
 Sink and tab are wiped clean
 Kitchen utilities are working and dry
 Hob is working  Cupboars doors are wiped

clean
 Sink is clean
 Check that hobs are working
 Tabs are clean
 All equipment / cutlery on right

place
1.27 Housekeeping maintenance check
Standard Procedure
 All lights are working  Switch on all lights to ensure

they are working
 Aircon is working
 Turn on air condition to ensure
 Ceiling fans are working its working
 Kitchen equipment is working  Try all kitchen equipment to

ensure they are working
 Boiler is working ( there is hot
water coming )  Try that there is hot water
coming from each tab and
 All abnormalities are reported to shower / bath tub
maintenance or supervisor
 Report abnormalities to
 Checked daily maintenace or supervisor
1.28 Cleaning reception area
Standard Procedure
 Done every morning  Sweep reception floor
 Floor is cleaned  Sweep outside pavement
 Outside area is cleaned  Clean windows with window

cleaner and wipe dry
 Windows are clean
 Organize reception counter
 Reception counter is organized
 Place sofa and chair cushions
1.29 Cleaning seminar rooms (Kamala and Padma)
Standard Procedure
 Cleaned daily  Floor is mopped and wiped
 Floor is wiped and clean  Toilet is cleaned as instuctred in

HK1.10/2020
 Set up as instructed
 All surfaces are wiped clean
 Toilet is clean
 Set up room as instructed
 Surfaces are clean
 Decorations set up neatly  Add decorations
 Water dispenser is filled  Change or fill water dispenser
1.30 Lost and found
Standard Procedure
 All items left by guests are  In check out clean turn all lost
turned in to lost and found and founds items left by the
guest to Lost and found located
 Lost and found is located at in reception
reception
1.31 Pest control
Standard Procedure
 Suite / villa is free of pests  Report pest problems to

supervisor
 Checked daily
1.32 Laundry
Standard Procedure
 Laundry basket is checked daily  Check if laundry sheet is filled
 If Laundry sheet is filled,  If sheet is filled take laundry to

laundry is taken to to be done be done
 Clean laundry is folded neatly

and taken to Villa / suite
1.33 Uniform
Standard Procedure
 Uniform is always clean and not  Check your uniform daily

damaged
 If dirty take to laundry
 Uniform is washed regualrly
 damaged uniform is reported
and swapped
2 Front office
2.1 Shift change and briefing
Department: Front office

Section: Reception
Policy ID: FO2.1/2020
Standard Procedure
 Reception is open in opening  Always arrive to work in

hours advance so you are ready when
reception should open
 Arrive early to shift changes so
theres enough time for briefing  In brief previous shift goes
trough with new shift about key
 Front desk staff is always points of the day, any
updated on hotel activity. inordinaries.
 White board is updated actively  White board is always updated

to help keep everyone informed

Section: Reception
Standard Procedure
 Arrive to the hotel in advance  Arrive in advance so you are

ready for changing of shift at
 Log in to work with timecard your work starting time
 Change to uniform, ensure  Always remember to log in with

uniform is clean and
presentable timecard
 Staff is always well groomed  Get clean uniform from laundry

and presentable
 Change in locker room
 Ensure you are groomed and

presentable
2.3 Opening and closing duties

Section: Reception
Standard Procedure
 Reception is presentable  OPENING DUTIES
 Good preparations make shift - Ensure reception counter is

changing easier presentable
 When reception is closed all - Turn on all devices
doors are locked
- Check that white board is
updated
- Open shop door
 CLOSING DUTIES
- turn of all devices and lights
- Check that white borad is

updated
- Everything is clean for the

morning shift
- Lock all doors
2.4 Airport pick up / drop off service

Section: Rception
Standard Procedure
 All guest who require a airport  Reception organizes drivers for

pick up are being picked up each airport pick up or drop off
 Front desk books all airport pick  Drivers are in the airport always
ups in time
 In bookings list, every airport  Drivers ensure they have sign

pick up date and time is clearly with hotel and guest name on it
stated
 In the bookings list it is guest

who need airport drop off are
clearly stated
 Driver is always waiting for

arriving guest in the airport with
sing with hotels and guests
name
2.5 Transfer pick up / drop off service

Section: Reception
Standard Procedure
 All guest who require transfer  Drivers are informed about the
from another hotel are being pick up time and they are
picked up always in time
 Front desk books all transfer  Drivers are given address of the
pick ups pick up
 Pick up address is clearly  Drivers know the name of
stated in bookings list guests they are picking up
 Fronts desk is responsible that

drivers have the information
above
2.6 Airport lost and found luggage service

Section: Reception
Standard Procedure
 If guest lugagge is available  Reception is in contact with the

from the airport after guest has guest and together with guest
already checked in with hotel, the luggage transport is
guest will get the luggage organized
brought to hotel
 Reception gets all information
 Each case is handled regarding picking up og the
individually with guest luggages
 If possible lost and found

luggage is organized with
airport pick up due to hotels
location far from airport
2.7 Welcoming guests

Section: Reception
Standard Procedure
 When guest arrives he / she is  Receptionist warmly welcomes

always greeted with good guests
morning / good afternoon / good
evening  Receptionist is always smiling
 Guest is offered to sit down when welcoming guests
 Guest is offered welcome drink  Always professional attitude

and wet towel
 Welcome drink and towels are
 Guest is also greeted by hotel prepared before and stored in
management the fridge
- In some cases hotel

management does the showing
of the hotel area and escorting
to the room
2.8 Registration and check in process

Section: Reception
Standard Procedure
 Guest is treated professionally  Ask guests name politely
 Search the booking from

 Guests info is saved to guest
system
history file
 Ask politely for guest passport
 The process is handled
smoothly without taking too or ID
much time
 Hand in registration form for
guest to fill in
 Take copies of guests ID or

passport
 Counter sign the registration

form
 Inform guest about check out

policies including early and late
check outs
 Attach passport or ID copy to

registration form and file the
papers
 While receptionist is filing the

registration form and finishing
check-in, hotel management
gives information about the
hotel and its activities
 Hand over any vouchers for pre

booked activieties such as
massages or excursions
 Hand over the sheet for medical

history if guests would like to
use the spa and advice them to
fill in and bring to the spa with
the first treatment
2.9 Handling guest lugagge

Section: Reception
Standard Procedure
 Guest doesnt have to carry  When guest arrives reception
informs housekeeping of new
luggage to the villa or suite
arrival
 Luggage is handled carefully  Receptionist informs

housekeeping to which room
guest is going
 Luggage is delivered to the right
villa or suite  Driver(s) takes out all luggages
and one receptionist goes
trough luggage and look for
guest names. Receptionist add
a sticker where is number of the
villa so housekeeping knows to
which villa or suite the luggage
is going. If luggages have no
name tags, receptionist politely
asks guests.
 Housekeeping picks up luggage

from reception / parking lot and
deliveres luggage to the right
villa or suite
2.10 Group registration and check in process

Section: Reception
Standard Procedure
◦ Group check-in is handled  When group is arriving, there is

smoothly always minimun 2 receptionists
working
◦ No one needs to wait too
long  While guests wait they are
offered welcome drink and
◦ Eveyone is shown to the towel
right toom
 Hotel management is
welcoming everyone and giving
general information for the
guests
 Guest are called by

accomodation to the counter to
have check-in done as per
policy ID 2.8/2020 Gheck-in and
registration process
 Guest is shown around the

facilietes (and given information
about it) and is shown to the
room
2.11 Guest confirmations and invoice

Section: Reception
Standard Procedure
 Booking confirmation and  Booking confirmation includes:

invoice is always sent to
arriving guest - Check in and check out date
 Guest can check that - Breakdown of items included

information is correct in invoice
- Price
- Information about credit card

charge and surcharge details
- Information that invoice can be

paid by cash on arrival
- Booking code
2.12 Group pre arrival preparations

Section: Reception
Standard Procedure
 Preparations are made to make  Airport pick-up is organized with

group leader
group check-in ru smoothly
 Receptionist makes list off all
 Confirmation and invoice is group participants name and
accomodation on it
send to guest before arrival  Receptionists prepare stickers
to stick on luggages so
housekeeping knows to which
villa or suite to take the luggage
 Booking confirmation is sent to

every group member
 Booking confirmation includes:
- Check in and check out date
- Breakdown of items included

in invoice
- Price
- Information about credit card

charge and surcharge details
- Information that invoice can be

paid by cash on arrival
- Booking code
2.13 Guest check out

Section: Reception
Standard Procedure
 Guest bill is prepared to guest  Guest comes to pay when they

before he / she comes to pay
have time in the morning
 Guest pays everything on the
 Guest returns keys to villa /
check-out suite
 Guests luggage is taken to the

 Ask About the Stay
parking lot
 Hotel management also comes  Review Bill With Guest

and farewells the guest
 Process Payment
 Ask About Other Services
 Thank the Customer
 Report Back
2.14 Group check out

Section: Reception
Standard Procedure
 Group check outs are running  Guest are paying their bill one
smoothly by one at the reception counter
 2 receptionists on duty  Guests can make the payment

any time, also before the check
out time
 If the guests need to do any

payment after paying the bill, it
can be made by cash at the
receptioin (e.g. food, drinks)
2.15 Late check out

Section: Reception
Standard Procedure
 Late check out is tried to make  Late check outs are discussed
possible for all guest who with the guest prior to check out
require it
 There is no extra charge for late
 Free of charge check out if room is not booked
for that day
 If room is booked, guests need

to check out from the room on
time. Guests can still use hotel
facilities
2.16 Making bills

Section: Reception
Standard Procedure
 Guests have receipts of all  Guest are getting bill for every
purchases made during their purchase they make during
stay (with guest signature for their stay
confirmation)
 From restaurant guest are
 Every receipt / bill is given to getting their bill daily in the
reception evening
 Guest are paying the total bill  Guest sing the bill and they get
when they check out one copy and hotel gets one
copy
 Hotel copy is delivered to

reception where reception adds
the bill to guests total bill
2.17 Stay extensions

Section: Reception
Standard Procedure
 If guest is asking for extending  Receptionist check from

the stay, it is granted if possible bookings that is there space for
guest to extended the stay
 If possible, guest is
accomodated to same villa /  Other bookings can be
suite amended so guest extending
the stay could stay in the same
accomodation
2.18 Walk in guests

Section: Reception
Standard Procedure
 Walk in guests are taken in if  Greeting procedure as in

there is free accomodations normal check in
 Guest is made feel welcomed  Ask desired length of stay
 Check availability
 Quote room rate and facilities
 If guest agrees, proceed to

check in
 Check in as in normal check in
 If guest disagrees, give

information about other hotels ij
the area
2.19 Handling check in when room is not ready

Section: Reception
Standard Procedure
 Standard is that rooms are  Check from housekeeping

ready when guest arrive for when room is estimated to be
check in ready
 If not, guest can use hotel  Inform the guest of estimated

facilities until room is ready time
 Apologize guest and be

thoughtful
 Offer guest to use hotel facilities
2.20 Showing around hotel and escorting to room

Section: Reception
Standard Procedure
 Guests know the main areas of  After check-in process guest is

the hotel shown around the hotel
 Prevents guest of getting lost in  Guest is shown where to find

the hotel area the restaurant, pool area and
spa
 After showing around guest is

escorted to the room
2.21 Tour arrangements

Section: Reception
Standard Procedure
 Guest is only given the  Guest can choose from variety

information of available tours of tours
 Transport is handled by  All guests wishes are listened

reception and tried to be followed
 If guest has special enquiries  Reception has knowledge of

for type of tour, reception tours and activities that are
investigates the possibilities for available
enquired tour
 Reception books tour by
contacting tour operator or
guide
 Transport is booked for the

guest by reception or by tour
operator
 Reception takes care of billing if

tour is organized by hotel
2.22 Lost and found

Section: Reception
Standard Procedure
 Lost and found is in reception  Lost and found includes items

left by guest to the room or
 Anything left in the room by
items found from hotel premises
guest is taken to lost and found
 If valuables are found in the  If valuables are found from
room, reception contacts guest room or hotel premises the
if possible items are stored to safe deposit
box and guest is contacted
2.23 Medical emergency procedure

Section: Reception
Standard Procedure
 Guests should report any  Reception has to assess if they

emergencies to the reception can handle the emergency
themselves or if the hotel
 If guests need medical support, management should be
the reception or the informed and involved
management can arrange so
 For small injuries, the reception
has a medical kit to help guests
 For more serious injuries or

ongoing discomfort, the hotels
English or German speaking
contact doctor can be asked to
visit the guests (Dr. Rini or Dr.
Made), or guests can be taken
to the local Bidan.
 The contact details (including

phone numbers) are present in
reception at all time, also visible
for guests
 In case of life threatening

situations, guests may need
transport / ambulance to the
international hospital in
Singaraja
2.24 Key control

Section: Reception
Standard Procedure
 Keys are stored in reception in  When room is not in use keys

locked cupboard are stored in the reception in
locked cupboard
 Manegement and head of
housekeeping has masterkeys  If masterkey is needed,
management needs to be
informed
2.25 Room check

Section: Reception
Standard Procedure
 After housekeeping is ready  Receiptionist check every room

with the room, receptionist to ensure that room has pre
checks room ordered amenities that guest
booked
 Pleasant scent is sprayed to

curtains and mosquito nets
2.26 Cash handling

Section: Reception
Standard Procedure
 Receptionist is responsible for  Big amounts of cash is always

receiving/giving out the right counted using the counting
amount machine
 Cash is stored in safety deposit

box, directly after money has
been counted
 If giving out money (e.g. paying

supplieres), a bill has to be
issued and it has to be written
down in the provided paper how
much and for what the money
was spent
2.27 Vouchers and gift cards

Section: Reception
Standard Procedure
 Hotel has vouchers and gift  FOGuests can book several

packages with the hotel,
cards for the spa including massages or
excursions for which the guests
will receive a voucher with the
check in (according to Policy ID
FO2.8/2020)
 If guest is unhappy or there has

been inconveniences, reception
can give guest voucher for a
spa for treatment
 The person that wants to

purchase a gift card for one of
 Family and friends of guests
the hotel’s guests contact the
can purchase gift cards as a management with this wish,
which is handling the issuing
suprise or gift
and payment of it.
 Housekeeping will bring the gift

card to the room and present it
in an appealing way
2.28 Shop

Section: Reception
Standard Procedure
 Shop is open when reception is  Receptionist opens shop in the

open morning
 Receptionist is in charge of  When guest is coming to shop

shop during the day receptionists duty is to
assistance guest
 Housekeeping takes care of
cleaning of shop  Shop is cleaned every morning
2.29 Restaurant relations

Section: Reception
Standard Procedure
 Printing and checking of menu  Restaurants sends the planned

that restaurant sends half board dinner menu,
reception is creating the menue
on the computer and prints
menu (as kitchen has none)
2.30 Cancellations

Section: Reception
Standard Procedure
 In case of cancellation 4 weeks  Bookings are charged from

prior arrival or no-show, full guests credit card
amount is charged from guests
credit card  If cancellation is made 4 weeks
prior arrival, full amount is
returned to guest
2.31 Hygiene

Section: Reception
Standard Procedure
 Hands are washed regularly  Hand desinfectant in reception
 Always coming to work clean  Always washing hands after

and fresh using toilet
 Personal hygiene is taken care

of before work
2.32 Uniform

Section: Reception
Standard Procedure
 Uniform is always clean and  Always checking uniform before

ironed shift
 No holes or damage  When dirty or wrinkly, take to

laundry
 Cleaned regularly
 On special days / events

traditional clothing is allowed
3 Kitchen
3.1 Preparation
Department: Kitchen
Section: Kitchen
Policy ID: K3.1/2020
Standard Procedure
 Shift planning according to  Head of kitchen gets

workload/occupancy information from the reception
about any special events,
groups or requests and creats
the plan accordingly including
the days off
 Chefs need to be familiar with

the dishes, the preparation  New employees need training
steps and their tasks for single steps of the workflow
 New dishes or procedures need

to trained with the staff,
including the needed working
materials, such as machines or
other accecoires
 All chefs are briefed prior to

each shift and are clear on their
 Allocate the sections to
duties and responsibilities for
respective chefs prior to service
service
 Any special requirements for

each shift or section should be
highlighted
 Food production personnel are

 Ensure that food production fully competent in the
personnel work in a preparation of the required
dishes
professional and efficient
manner at all times.  Chefs should adhere to all
kitchen hygiene and safety
procedures at all times.
 The Chefs should make sure
that their work area is clean and
tidy at all times.
 The Chefs should assemble all
appropriate ingredients in
advance to ensure efficiency
and work productivity.
 All initial preparations are
completed efficiently and items
are stored correctly until
required
 Menue planning needs to be

 Head of the kitchen is creating
done per each week in the
a menue plan that has to be
week before according to
discussed with the hotel
available fresh food and
occupancy of the hotel. manager.
 Kitchen is getting a occupancy

plan from the reception to plan
accordingly.
 After approval of the plan,

orders for raw materials can be
planned.
 Required raw materials need to

be ordered in efficiant quantity  Fresh fruits and vegetables will
from the different suppliers. be bought from the local market
from a kitchen employee.
 Fish is purchased from local

fisherman who offer the fish
independently to the kitchen.
 Chicken is purchased from a

local supplier.
 For orders from supermarkets

or delivery companies, a list will
be developed and with the help
of the management the order
will be placed once a week.
 Equipment need to be controled

and maintained.
 The equipment is used for their
designated purpose only
 Equipment is stored in the

correct way and does not stick
out of the shelfes and
cupboards can be closed.
 China and other stockable

equipment should not be
stocked higher than 25cm.
 Broken equipment should be

reported immediatly to the
management, so replaecment
can be organized.
 To maintain the food

processors they are cleaned
after each useage and checked
for any damage.
 All food processors are stored

in a safe and clean place, easy
to reach for all kitchen
personell.
 The given standard uniform

 Always have the uniform in a
needs regularly be maintained
tidy state and clean.
and kept in a good state.
 Wash uniform after each shift.
 If uniform (including apron and

hat) is broken, it needs to be
reported to the manager.
3.2 Hygiene
Department: Kitchen
Section: Kitchen
Standard Procedure
 Personal hygene needs to be  Always arrive at work cleanly

on a high standard. with clean hair, teeth brushed
and bathed daily with soap.
 Only clean aprons and hats are
allowed to be used.
 Always have your apron and
other uniform clean and tidy.
 Maintain short, clean, and
polish-free fingernails.
 No smoking allowed during
kitchen shift.
 Washing hands as per the
hygiene standards: this includes
under the fingernails and up to
the forearms vigorously and
thoroughly with soap and warm
water for a period of at least 20
to 30 seconds.
 Hands need to be washed in
following scenarios: In addition,
hands must be washed at
below time or scenarios:
entering the food & beverage
production facility before your
shift begins, immediately before
preparing food or handling
equipment, as often as
necessary during food
preparation when contamination
occurs, in the restroom after
using the toilet, when switching
between handling or working
with raw foods and working with
ready-to-eat or cooked foods,
after touching face, nose, hair,
or any other body part, and
after sneezing or coughing,
after cleaning duties, after
eating or drinking, after
handling garbage or chemicals
or any other unsanitary task.
 If disposable gloves are used,
change them as often as hand
washing is required.
 According to the surface and

 All the surfaces need to be the task that has been done,
clean and tidy at all times the kitchen personell will clean
before the cooking process and surfaces with allocated cloths
and dishwashing liquid or
need to be cleaned up directly sanitizer.
afterwards.
 Used cloths will be washed at
least each day, but there is
stock for replaceing during the
day if needed.
 All cooking equipment needs to
be clean and tidy at all times
before the cooking process and  All equipment should be kept in
a clean and safe state at all
need to be cleaned and stored times.
directly ager usage.
 After using any equipment or
crockery it must be cleaned in a
hygenic and correct manner.
 The wash-up or stewarding

 All cooking equipment has to be
area and equipment has to be
cleaned in the dishwashing
clean and tidy at all times to
ensure cleanness of the area according to standards
equipment, china and cutlery.  Very dirty dishes should be pre
rinsed.
 Dishwashing equipment should
always be cleaned after using
and disposed after at least one
week.
 Correct quantities of
dishwashing detergent to be
used.
 Waste disposal facilities are
effectively used.
 After wet cleaning, all must be
dried with a clean tea towel.
 Glasses and cutlery must be
polished with a clean cloth.
 After cleaning, all equipment
and crockery needs to be
sorted, safely stacked and put
back to its allocated and clean
place.
 All breakages must be recorded
and careless breakages by the
staff should be noted and
 Stoves and ovens need to be reported to management.
cleaned regulary in a safe way.
 Stoves and ovens need to be

cleaned after each use.
 A proper cleaning throughout is

required each week.
 Stove has to be turned off

before cleaning.
 All parts that are able to be

removed, need to be removed
and can be cleaned in the
washing up area according to
its standads. They have to be
put back in the same way
accordning to the user manuals.
 Only the allocated cleaning

materials are allowed to be
used to prevent damage.
 All parts of the burners, stoves

and ovens need to be cleaned
and made free from any grease.
 Any damage need to be

 Fridges and freezers need to be reported immediatly to the
in a clean state at all the time management.
and have to be cleaned
regulary
 Clean fridges, freezers and walk

in cool room according to the
cleaning plan: once a week.
 Turn off the power.
 Remove all the fruits,

vegetables and other items to
another freezer or fridge.
 Spray all shelving racks and

wash them with detergents.
 Clean the walls, ceilings, and
the cooling fan.
 Clean the curtains, door, and
the flexible rubber.
 Take out all the eventual water
from defrosting or turning off .
 Sanitize the walls and racks.
 Turn on the main power and
arrange the temperature again
 Garbage need to be disposed in to the standard.
a standardized and clean way  Put the food back to their

original places.
to prevent bacterial
contamination
 Garbage must be seperated:

food, platstic and carton.
Different disposal containers
are available in the kitchen area
in an efficient place.
 Every day in the evening, the

garbage will be packed in
plastic bags, to prevent leaking
and put to the hotels garbage
collection point.
 The containers must be cleaned

 Floor needs to be clean and and desinfected after each
disposal of the garbage, inside
safe at all times, to keep and outside with the allocated
hygene and prevent accidents cloth and sanitizer.
 For bigger dirt (e.g. dropped

food) a broom needs to be used
to clear up.
 With clean and wet mop the
kitchen needs to be cleaned
from the back to the front. Left
over dirt needs to be picked up
with a broom and a dust pan.
 Floor needs to be cleand at
least 3 times a day: after
breakfast, after main lunch time
and after dinner before closing.
3.3 Safety and first aid
Department: Kitchen
Section: Kitchen
Standard Procedure
 Fire extuingusher is present  All staff knows how to handle

the fire extuingusher in case of
and operatable in kitchen
emergency
 In case of a big fire or

emergerncy, kitchen has to
leave the kitchen and inform the
management immediatly
 A first aid kit is present and

always stocked up present in  In case of any injuries all staff
kitchen knows how to treat smaller
woulds
 In case of bigger injuries or

woulds management has to be
informed immediatly and will
assess the situation and take
further measures if needed
3.4 Handling cooking equipment
Department: Kitchen
Section: Kitchen
Standard Procedure
 All kitchen machines need to be  Do not use any kitchen machine

handled with the needed disrespectfully or against its
caution. purpose.
 Be careful with sharp edges

and blades.
 Make sure to use according to

manufacturer instructioin
manual.
 All kitchen machines need to be

treated according to the kitchen
hygene Policy ID K3.2/2020
standards.
 Clean kitchen equipment after
every use according to Policy
ID K3.2/2020
3.5 Storage of food
Department: Kitchen
Section: Kitchen
Standard Procedure
 All food items need to be

handled and stored accordingly
to their characteristics:
 Store perishable foods in the
 Perishable goods (meat,
poultry, fish, eggs, and dairy refrigerator or freezer.
products are perishable foods )  Check all perishable goods in
the fridge or freezer regularly
for spoilage
 Fruits
 Store fruits in the cooking room
to prevent them from spoilage
and from sunlight
 Frozen food
 All frozen food must be stored
in the freezer and regularly to
be checked for spoilage or
freezer burns
 Non-perishable and long-lasting
food (e.g. rice, pasta, cans)  Open bags need to be closed or
filled to a container that can be
closed to safe from humidity
 Store favouribly in a dry and

cool place
3.6 Opening
Department: Kitchen
Section: Kitchen
Standard Procedure
 When opening kitchen all  All chefs needed to be briefed

hygene and preparation beforehand according to
requirements need to be preperation SOP protocol.
fullfilled.
 All kitchen personnel meet the
expected requirements of
personal hygiene and wear the
correct uniform and safety
clothes according to kitchen
hygiene SOP protocol.
 All needed equipment need to

be checked and any machines
that need to be turned on, has
to be checked switchen on.
 To ensure ventilation, doors

and windows need to be opend.
 Hot water for the day needs to

be prepared.
 Items needed during the day

that are stored in the freezer
eventually need to be taken out
to unfreeze and be ready to be
processed at the planned time
3.7 Process food
Department: Kitchen
Section: Kitchen
Standard Procedure
 Plan the cooking according to  Make sure to prepare food that

the meal plan and the can be/has to be done in
preperation time and serving advance before.
time of each dish.
 If raw materials need to go
through a preperation
procedure before they can be
processed (e.g. soaking), this
needs to be planned and
implemented according to the
time need beforehand.
 Before starting the cooking, it

 Check all food items are fresh,
needs to be ensured that all
in a good state and present in
materials, food and euipments
the needed quantity.
are able to be used and
present.  Check all equipment is clean,
reachable and functional.
 Check all food processors,

stoves, ovens, etc. are clean
and working according to
standard.
 Each chef needs to make sure

 Assemble all needed items in to have all and enough of the
the dedicated area. needed material and equipment
ready at their workstaitions
according to their allocated
task.
 Treat food items safely, hygenic

 Handle food directly with as
and accordingly to their
little contact as possible: make
characteristics:
use of tongs, spatulas, or other
utensils instead of hand
whenever possible.
 When bringing food out of the

refrigerator, do not bring out
more than you can process in
an hour.
 Keep food covered whenever

possible unless it is used
immediately.
 Don’t mix left-over with freshly

prepared food.
 Always cover food items and

put them into a refrigerator if
needed without any delay.
 Handle meat correctly.

 Store different meat seperatly at
a temperature between 4°C and
7°C
 Store raw meat and poultry in

clean, sealed containers.
 Follow storage instructions on
the label.
 Do not give out meat after its

use by date.
 Keep cooked meat separate

from raw meat and ready-to-eat
foods in general.
 If neccessary, touch meat only

with washed and clean hands.
 Clean and sanitize cutting

surfaces & equipment after
handling raw, poultry, meats,
fish, or eggs before working on
another food.
 Cook all pork and chicken

products so there is no raw
meat and is cooked throughly.
 Cook beef after the wishes of

the guest (raw, medium, done).
 Keep eggs in the carton they

 Handle eggs correctly.
are bought/delivered, it
prevents them from absorbing
strong odours and flavours of
other foods in the fridge.
 Store with the large end up to

keep the yolk in place.
 Always wash raw fruits and
vegetables thoroughly before
processing.
 Eggs should not be stored on

the refrigerator door, but in the
main body of the refrigerator to
ensure that they keep a
consistent and cool
temperature.
 Leftover raw egg whites and
yolks should be put in airtight
containers and stored in the
refrigerator immediately. Use
within 2-4 days.
 Cooked eggs with shell can be
stored in the fridge without lid,
peeled eggs in a container with
lid. Use within one week.
 Serve eggs or dishes with eggs
immediatly after preparing.
 To boil eggs, put them into
boiling water as long as
required (3 – 7 min)
 To fry eggs put them in a clean
and hot frying pan in the wished
state (sunny side up,
scrambled, omlette)
 Handle diary products correctly.

(e.g. milk, cheese, butter,  Keep diary products cool all the
yoghurt) times, do not interrupt the cold
chain.
 Do not leave any diary products
outside the fridge.
 Process any diary products as
soon as you take them out of
the fridge.
 Any diary products that will be
outside for a longer time (e.g.
buffet) has to be covered and
cooled either with an ice bath or
special cooling buffet
containers.
 Handle vegetables and

vegetables correctly.
 Wash hands according to
kitchen hygiene standanrd SOP
before handlich vegetables or
fuits.
 Only wash the needed amount
of vegetables or fruits in slightly
warm water (never use
detergent).
 If needed, dry with a one time
use towel.
 Clean and sanitize counters,
sinks, and utensils.
 Peel and cut vegetables and
fruits with appropriate
equipment only and take care
not to injure yourself.
 Store fresh fruits and
vegetables separately from raw
meat, poultry or seafood in the
refrigerator.
 Remove and throw away
bruised or damaged portions of
fruits and vegetables before
cooking or eating and keep
them away from the fresh
products.
 Process only fresh and eatable
products.
 Keep processed fruits and
vegetables in a sealed
container in the fridge.
 Boil food in a safe, clean and

efficiant way (e.g. vegetables,  Only use intact equipment
meat poultry, stock, rice, pasta). according to its purpose (e.g.
sauce pan, pot, spoon)
 Do not let cooking food
unattended.
 Always stir food so it will not
burn and equipment is staying
intact.
 Allowing food to absorb water
and cook evenly and to prevent
toughness and hardness on the
exterior surface.
 But food to boiling according to
its preperation time and the
planning of the meal. Do not
start cooking too late or too
early.
 Serve food immediatly after the
finishing of the boiling process.
 Bake food in a safe, clean and

efficiant way (e.g. cake, bread,  Only use intact equipment
according to its purpose (e.g.
cookies, meat).
baking trays, baking mats).
 Always use correct baking
method depending on the food
and on procedure.
 Bake to the desired degree of
doneness’ by increasing or
decreasing heat as required in
the recipe.
 Place food in a correct baking
conainer in the oven, always
close the door.
 Fry food in a safe, clean and

efficiant way.  Only use intact equipment
according to its purpose (e.g.
frying pans, spoons, spatulas).
 If you use oil for frying, check
the temperature of the oil
regularly to ensure that the oil
does not overheat.
 Make sure no water gets into
the hot oil.
 Keep combustible and
flammable materials well away
from the fryer area
 Make sure no oil drops on the
floor to prevent injuries due to a
slippery floor.
 If oil gets on the floor, directly
clean up with the dedicated
mop.
 All plates presented to the

customer should have their  After all parts of a dish are
garnishes prepared ready, place them on an
appropriate plate in an
appropriately.
appealing way and add
garnishing.
 The food presented should be
appropriate for the occasion.
 Always make sure that there is
a balance of colour, flavour,
texture, size, shape and
temperature.
 The garnish should blend into
the plate, and appropriate with
the item that you are serving.
 Make sure that the food
presentation is the same for all
guests (e.g. same plate, same
garnish, same amount of food)
3.8 Food times
Department: Kitchen
Section: Kitchen
Standard Procedure
 Breakfast  Kitchen works together with the

restaurant with the preparations
of the breakfast buffet
 All perishable goods have to

come out to the buffet at last
 Handle food according to Policy

ID K3.7/2020
 Take orders form the restaurant
staff for fresh breakfast items
(boiled eggs, fried eggs,
scrambled eggs, omlette,
pancakes) and inform when the
order is ready to be taken to the
guest
 Lunch for indivudual guests  Guests can order their lunch all
day a la carte. Take the order
from the restaurant staff and
inform them, when the order is
to be brought out to the guest
 A lunch menue is created

 Lunch for big groups according to Policy ID
K3.1/2020 and is served to the
group as a buffet (restaurant
staff is helping building up the
buffet)
 Dinner
 The dinner menue has been
planned and prepared
beforehand according to Policy
ID K3.1/2020
 Take order from the restaurant

staff for guests and prepare
immediatly according to Policy
ID K3.7/2020 before serving
and inform waiters to serve the
dish
3.9 Closing
Department: Kitchen
Section: Kitchen
Standard Procedure
 All hygene standards need to  Garbage needs to be disposed

be met according to Policy ID
K3.2/2020
 Make sure all food and

equipment is stored on its
dedicated place in a clean and
safe condition,
 Preperations for the next day
are finished  Taking out needed food from
the freezer
 Meal plannig has to be done

 Secure and lock kitchen area
 Turn off all unnecessary lights
 Lock food storage room
 Lock kitchen door
4 Security and safety
4.1 Reporting to shift and shift change
Department: Security
Section: Security
Policy ID: S4.1/2020
Standard Procedure
 Security is always present  There is always someone from

security on duty
 Report to shift on time
 If security is late from work,
always inform the person on
 Old shift briefs new one before shift or management
shift change  Never leave work before next
shift has arrived
4.2 Entrance and exit
Section: Entrance
Standard Procedure
 Securitys main place of work is  Secutitys main task is to control

trafic to and from hotel
at hotel entrance
 Persons who are not staying at
 Security monitors trafic to and the hotel are permitted to enter
hotel premises to get to the
from hotel
beach or to use hotels
restaurant
 Security can research persons
 If unknown person tries to enter
who are not staying at hotel
hotel, security does research of
 Security can deny entrance to persons intensions and decides
if person is permitted to enter
hotel premises
 Security can do research of
unknown people trying to leave
hotel premices
4.3 Guarding in hotel premises
Section: Guarding
Standard Procedure
 Security is doing irregular  Rounds are done irregularly so

there is no pattern in security
rounds at hotel premises
 Emphasis is at the entrances to
 Theres no unauthotised hotel and around hotels fence
persons at hotel premises  Done throughout the day, more
frequently at night
 All entrances to hotel are being
 When doing rounds at hotel,
watched security checks that doors to
reception and kitchen are
 Security ensures that all doors locked
are locked at night time
4.4 Fire emergency ??
Section: Emergencies
Standard Procedure
 All villas have fire alarms  Fire alarms are regularly

maintained and checked by the
maintenance
 Smoking is only allowed outside
 In case of a big fire the security
 All guests and staff need to be will alarm the horn and all
employees will leave the affected
evacuated out of the
area and guide guests out
endangered are (e.g. villa) immediately by the emergency
routes posted in their work areas
un-less the route is blocked. An
 In case of a bigger fire the local alternative route will be
fire fighter have to be alarmed designated by present head of
the department or highest ranked
employee.
 Completeness of the single
departements will be done by
the supervisor and reception is
checking the guests
 Missing guests or employees

need to be reportet to the
management which will assess
the situation and plan further
actions
4.5 Staff safety
Department: Security and safety

Section: Safety
Standard Procedure
 Staff is trained for assigned  All employees are trained to

tasks that are assigned for them
tasks
 Do not start a task if you are not
 Safety equipment is worn and trained for it or if you are not
sure if you are allowed to do it
available
 Use proper safety equipment
 Procedures are followed
 Follow procedures that are
assigned to given task
 Good working ergonomy
 Pay attention to proper working
 Heavy objects are lifted right ergonomy
 When lifting heavy objects pay

attention to proper lifting
technique
 Do not try to lift too heavy

objects yourself, ask for help
4.6 Catastrophies
Section: Emergencies
Standard Procedure
 In case of a catastrophe, the  Whenever the security rings the

security will alarm the siren. alarm siren, the entire hotel,
guests and employ-ees, will
proceed to the main entrance
 The detector of an emergency is
and security point and if
responsible to report it necessary be evacuated to a
immediately to the hotel place outside the threat.
management
 During an evacuation, entry to
the hotel will not be permitted
until all areas have been checked
and declared as safe
 The hotel management will

determine what critical opera-
tions or processes must be shut
down during an evacuation and
who will shut them down when
meeting at the security point
 Missing guests or employees

need to be reportet to the
management which will assess
the situation and plan further
actions
5 Maintenance
Department: Maintenance
Section: Shift
Standard Procedure
 A shift planning has to be done  Arrive early enough so there is

time to change and get ready
for every week by the head of
for work
the maintenance
 All empoloyees must be

informed about their shift times
 Arrive to work on time
 Be ready to start working when

working time starts
5.2 Maintenance for air-conditioning
Section: AC
Policy ID: M5.2/2020
Standard Procedure
 Broken air-conditioning is  Air-condition units are regularly

tested
detected before guest check in
 Filters from air-condition are
 Broken air-condtioning is cleaned regularly
priority for maintenance  If guest complains about broken
air-conditioning, it is taken care
 Air-conditioning is on right of as soon as possible
mode and set between 25-27  Air conditioning is always
degrees celsius between 25 and 27 degrees
celsius
5.3 Maintenance for water heating
Section: Water
Standard Procedure
 Broken water heating is  Water heater is maintenanced

regularly
detected before guest checks in
 Housekeeping is checking that
 Broken water heating is priority there is hot water coming when
doing maintenance check
for maintenance
 If guest complains that there is
 Water heaters are tested and no hot water, it is taken care of
as soon as possible
maintenanced regularly
5.4 Maintenance for furniture
Section: Furniture
Standard Procedure
 Broken furniture is detected  Housekeeping checks furniture

regularly
before guest checks in
 Broken furniture is fixed or
 Broken furniture is reported to replaced
maintenance  If the furniture can be fixed by
coloring it has to be reported to
the person dedicated to do
painting work
5.5 Pool maintenance
Section: Pool
Standard Procedure
 Pool water is tested daily  Pool water is tested every

morning and if results are not
right, right actions are taken
 Chlorine or acid is added if
needed  Pool is cleaned from leaves
regularly troughout the day
 Pool water is cleaned daily from
leaves
5.6 Maintenance in occupied room
Section: Guest Rooms
Standard Procedure
 Guest are not to be disturbed  Room is entered as per

HK1.4/2020
during maintenance work
 Always be polite to guests
 If possible and guest gives
 Clean after repairing
permission, maintenance work
is done when guest is not in the  Inform reception after issue is
solved
room
 Take further actions if
 If necessary (if issue can not be maintenance issue could not be
solved (e.g. inform
solved) and possible, guest can management)
be moved to other Villa / suite
by reception
5.7 Maintenance list
Section: List of jobs
Standard Procedure
 Maintenance list is list of  In maintenance list there is:

maintenance tasks ◦ Issue
 List is located in reception ◦ Date
◦ Villa / suite name

 List is checked regularly that all
task are to be done ◦ Priotity level
◦ Reporters name
 If a task can not be done it has
◦ Task done box
to be reported to the
management that can take
further actions
5.8 Maintenance and upkeep of fire extinguisher
Section: Guest Rooms
Standard Procedure
 Every villa / suite has fire  Maintenance staff are checking

fire extinquisher regularly
extinquisher
 Main focus is to check that
 Fire extinguishers are checked meter is on green
regularly
 Meter in fire extinquisher is

always on green
 If meter is on red, fire
extinquisher is replaced and
maintained
5.9 Equipment maintenance
Section: Equipment
Standard Procedure
 All maintenance equipment is  Maintenance is responsible of

their equipment
complete, working and sercived
regularly  Missing or broken equipment
needs to be reported to the
management
5.10 Safety
Section: Safety
Standard Procedure
 Every job is done by safety  When starting a task ensure

that:
procedures
◦ You are qualified to do the
 Equipment is in good working task
condition ◦ Safety equipment is used
and working
 Safety equipment is always
◦ In electric work, power is
used turned off before
◦ All equipment that is used is

in good condition and
working
5.11 Uniform
Section: Maintenance
Standard Procedure
 Staff is always wearing uniform  Uniform is taken to laundry if it

is dirty
 Uniform is taken to laundry
 Broken uniform is replaced to
regularly new one
6 Gardening
6.1 Shift
Department: Gardening
Section: Shift
Policy ID: G6.1/2020
Standard Procedure
 Shift planning has to be done a  Arrive accordingly to the shift

planning
week in advance
 Arrive early enough to give
 Arrive to work on time yourself some time to get ready
before work
working time starts
 Plan workshift according to

wokrlad
 Keep up personal hygene and

wear a clean uniform
6.2 Equiptment
Section: Equipment
Standard Procedure
 All gardening equipment is  Gardeners are responsible of
their equipment
complete, working and sercived
regularly  Missing or broken equipment
needs to be reported to the
management
 All equipment need to be

maintained (e.g. sharpen gras
cutters)
6.3 Included Tasks
Section: Tasks
Standard Procedure
 Keep the whole garden in the  Gardeners tasks are:

whole resort clean, tidy and ◦ Lawn moving for all grass
good looking area in the resort area
◦ Raking and take away fallen

leaves
◦ Trimming trees and bushes

(bigger projects after
consultation only)
◦ Cleaning path ways of dirt,

leaves and animals
7 Restaurant
Department: Restaurant
Section: Shift
Policy ID: R7.1/2020
Standard Procedure
 Staff is ready to work when  Reporting to shift is done by

scanning timecard trough
working time starts
timecard machine
 Employees report to each other

at beginning/ending/changing of
shifts
 All resraurant employees know

all guests by their names
7.2 Breakfast setup
Section: Breakfast
Standard Procedure
 Breakfast setup is ready on  While kitchen is preparing

breakfast, restaurant staff are
time
preparing tables and buffet
counter
 Buffet line is set according to
 When kitchen has something
instructions
ready, its brought to buffet
counter
 Tables are set according to
 Fruits and spreads has their
instructions
separe cold serving dishes
 Everything that is included for  Warm items are on serving dish

that has flame under
breakfast is on display in buffet
7.3 Lunch setup
Section: Lunch
Standard Procedure
 Lunch setup is done after  Usually lunch is ala carte

breakfast is finished and
cleaned  Buffet setup is sometimes used
for bigger groups
 Tables are set according to
instructions
7.4 Dinner setup
Section: Dinner
Standard Procedure
 Tables are setup according to  Always set up enough tables for

the present guests so they can
insructions at an appropriate
choose the table
timie after the usual lunch times
 Only set up as much tables as
according to the number of needed
guets
 Only use clean tablecloths,
cutlery and glasses
 Special setups need
consideration and preperation  Have only filled waterjugs on all
the prepared tables
time as well
 If Candlelight Dinner or
Apperetives are requested,
prepare all needed items and
set up at the reqested spot
 Set up only the needed items

according to the served food
(e.g spoons for soups, dessert
spoons for ice cream)
7.5 Guest service
Section: Guest Service
Standard Procedure
 Guest is treated professionally  Greet your diners the minute

they walk in the door
 Guest is feeling welcomed
 Remember all names of the
 Staff is friendly and helpful guests
 Dont interrupt
 Listen intently and pay attention

to what they order
 Ask questions and repeat their

orders to make sure you get it
right
 Serve food as soon as it is
finished in the kitchen
7.6 Opening and closing duties
Section: Opening
Standard Procedure
 Open the restaurant area so it  Turn on light

is available and nice looking for
guests  Sweep floors
 Close the restaurant area so it

 Ensure that all chairs and tables
is prepared for the next day,
are clean
tidy, clean and all valuable
items are locked away and  Place table settings
 Stock every station with clean

glassware and silverware
 Fill water pitchers
 Check with the kitchen about

daily specials or other changes
to the menu.
 Make sure bathrooms have

been cleaned and restocked
with essentials, like soap and
toilet paper
 Wipe down and sanitize tables,

counters, and any other
surfaces
 Refill condiments, salt, pepper,

and sugar
 Restock paper napkins.

 Empty all water pitchers.
 Put glassware and silverware

away
 Take out trash, spray bins with

cleaner, and replace with new
bags
 Wipe down and sanitize

bathroom counters and sinks,
fill up one time use towels
7.7 Order taking
Standard Procedure
 Take orders in a friendly and  Aproach the table with smile

respectful manner  Take the order
◦ Write down number of

guests
◦ Write down orders in order
 After everyone has ordered,

repeat order to guests
 Before leaving the table thank

the table and collect all menus
7.8 Order delivery service
Standard Procedure
 Deliver the order in a friendly  Present the food from guests

right side
and respectful manner
 Serve one food at the time
 Serve the eldest lady guest first.

after all ladies are served, serve
men guests starting from the
oldest
 After seving the plates, repeat

everyones order
7.9 Handling bills
Standard Procedure
 Bills of the day from the  When guests are finished with
their dinner and are not
restaurant have to be finished in
ordering more, finish the bill of
the evening and handed to the the day with writing the amount
to the dedicated place on the
guests
billing paper
 Take the bill with a pen to the

guests
 Ask politetly to check for

correctness and signature
 Leave the pink copy for the

guest and take the white
original back
 Bring all bills to reception so

they can finish the bill for the
whole stay for the guets
 In case of mistakes, check the

doubtet order with the guests
and maybe your collegues,
correct the bill or find a solution
for both sides
7.10 Clearing the tables
Section: Guest Services
Standard Procedure
 Clear up the table in a safe and  Clear the table after every
course only if all the guests on
clean manner
the table have finished their
meals
 Fill in water if it is empty
 While clearing pick up one plate

at the time
 Do not try to carry too much at

once, make extra round if
required
7.11 Uniform
Section: Hygene
Standard Procedure
 Uniform is always clean and  Uniform is taken to launry

regularly
neat
 Broken uniform is replaced
 Restaurant staff wears
 Staff is communicating to which
matching unifrom style of uniform they are
wearing each day
8 Spa
Department: Spa
Section: Shift
Policy ID: SPA8.1/2020
Standard Procedure
 Spa opens 10am  Arrive early enough so there is
time to change and get ready
for work
 Arrive to work on time

working time starts
8.2 Opening and closing
Department: Spa
Section: Opening / Closing
Standard Procedure
 Spa is ready for guests 10am  Opening duties:
◦ Making flower decorations to

 Spa is clean and tidy entrance
 Treatment rooms are set up ◦ Airing out by opening

windows and doors
neatly
◦ Preparing treatment rooms

◦ Stock monitoring
 Closing duties
◦ Cleaning treatment rooms
◦ Closing all doors and

windows
◦ Taking bills to receiption
◦ Taking used towels and

covers to laundry
8.3 Scheduling appointments
Department: Spa
Section: Guest Appointmens
Standard Procedure
 Guest schedules treatment  Guests are booking spa

treatments straight from the spa
times at spa
 Guest is informed adeqatly
 Guest name, time of treatment
 Any restrictions of the guests or
and day is marked to schedule illnesses need to be inquired
book
8.4 Arranging treatment room
Department: Spa
Standard Procedure
 Treatment room need to be  All needed equipment for the

treatment (e.g. stones for hot
arranged according to the
stone massage or watch to
planned treatment check timing) need to be
present and checked for
 Make the treatment room as function and cleanliness
comfortable as possible for the  Arrange the lightning, air

conditioning and lightning for
guests
the guests according to the
treatment
 Always have a clean treatment
 Arrange flower bowl decoration
table cover, change after every
under the treatment table for
guest pleasent smell and a nice view
from the table
 Prepare and stock up the
shower if guests wish to shower
after the treatment
 Also have the foot washing

bowl and the needed equipment
ready before the guests arrive if
it is included in the treatment
8.5 Guest service
Department: Spa
Standard Procedure
 Treat guests in a very polite,  Greet every guest entering the

spa if possible by name
grateful and personal manner
 Introduce yourself to a new
guest
 Ask the geusts if they would like

to sit down and ask for well-
beeing if appropriate
 Bring the prepared welcome

drink for the guests
 Bring the prepared foot washing

bowl with water with a pleasant
temperature and carry out the
feet wahsing ritual
 Dry the feet of the guests and

put on appropriate footwear
 When the guest has finished

the drink and the ritual, ask in a
friendly way about the required
massaging oil and to follow to
the assigned treatment room
 Hand over the underwear

 Perform the treatment provided for the guests and
instruct them about the
according to the wishes of the approach
guests and the training given
 Ask if the pressure is pleasant,
if needed adjust pressure
 Ask guests to turn or for other

movements in a poilte manner
 Inform the guest when the

treatment has finished, if
needed wake up the guests or
give time for relaxing after the
treatment
 Inform the guests that you will

 Say goodbye to the guests in a wait outside for them
friendly nd grateful way
 Ask the guests if they would like
to sit down
 Bring the drink for after the

massage to the guests as soon
as they are out of the treatment
room
8.6 Monitoring stock level
Department: Spa
Section: Stock
Standard Procedure
 Done every morning  Ensuring that if something is

running, more is being ordered
 Nothing is never empty
 Check every item needed
8.7 Knowledge off treatments
Department: Spa
Standard Procedure
 All massage therapists are to  Regular training is to be made
by the head of the spa
know the treatments they are
offering  Professional trainers from
outside can be sheduled to
refresh and deepen knowledge
 Regular quality control is
of treatments and anatomy
neccessary
 New massage therapists has to
be trained properly before the
 Only experienced and trained
allowance to work with guests
therapists are allowed to work
with guests
8.8 Obtaining basic knowledge of customer medical condition
Department: Spa
Standard Procedure
 Guest medical condition is  It is important to aknowledge

guests medical condition and
taken into account when gues is
history
booking a treatment
 Some medical condition could
be obstacle for certain
 Any medical issues need to be
treatments
found out beforehand trough a
 The medical history sheed
sheet handed out on check in needs to be asked from the
with reception guests
8.9 Hygene
Department: Spa
Section: Hygene
Standard Procedure
 Uniform is neat and clean  Spa staff has specific uniform

style
 Uniform is taken to laundry
 If uniform is dirty or stained, it is
regularly taken to laundry
 Broken uniform is changed to a

new one
 Ensure clean treatment rooms  Check before every treatment

and spa facilities at all times
 Ensure personal hygene at all  Wash hands regularly,

especially after toilet and before
times guests treatment
 Do not come to work if feeling

sick and guests could be
infected
9 Laundry
9.1 Shift
Department: Laundry
Section: Shift
Policy ID: L9.1/2020
Standard Procedure
 Arrive to work on time  Arrive early enough to give
yourself some time to get ready
before work
working time starts
 Plan workshift according to

wokrlad
9.2 Hygene
Department: Laundry
Section: Hygene
Standard Procedure
 Keep up personal hygene  Always shower yourself, wash

hands and wear a clean uniform
 Treat clean laundry with hygene
 Never touch any laundry with
standards
dirty hands
 Do not come to work if you feel
 Never let any clean laundry
sick as you can infect others
touch the floor or any other dirty
or unhygenic surfaces or
 Keep your working area clean
objects
and clear
 Do not have any unnecessary
 Keep all your wokring
objects in your work area
equipment clean and tidy
 Clean your working equipment
if needed and check every day
for functionality
9.3 Washing
Department: Laundry
Section: Washing
Standard Procedure
 Wash all delivered items  Read washing instructions if

needed
 Wash items accordingly to their
 Wash all items with higher risk
needs to be clean and not to of bacteria, such as towels and
sheets, on higher temperatures
break or have any color change
to ensure hygene
 Only use allocated washing  Wash all delicates on lower

temperatures to maintain quality
detergent and laundry
and look
refreseher in an appropriate
 If necessary scrub stains as a
amount pretreatment
 Do not was different colors

together
 Check all the pockets of guest

laundry to ensure not to
damage any left over items
9.4 Drying
Department: Laundry
Section: Drying
Standard Procedure
 Dry laundry according to its  Tumble dry items that are

needed quickly or are to be very
needs and specialties
soft
 Weather can be taken into  Tumble dry big amounts of

laundry as there is not enough
account for the chosen drying
space to hang all
method
 In good wather conditions
laundry can be hung outside to
dry
9.5 Ironing
Department: Laundry
Section: Ironing
Standard Procedure
 Only work with impeccable  Check the ironing equipment

regularly for functional
equipment to ensure no
efficiancy
damage is done
 Be careful with the iron
temperature for guest laundry
 Iron only the items that are
need ironing
 Chose the right temperature for

different laundry items
9.6 Check laundry bills of guests
Department: Laundry
Section: Guest Bills
Standard Procedure
 Guests have to fill in a laundry  Guest form has to be checked

that the amount of the items is
form located in the laundry
right and the final amount has
basket (put by the
housekeeping) and needs to fill to be detected
in the quantities of laundry  Bring the checked bill to
reception so the amount can be
 Remember which items belong transfered to the final bill
to which guests and in which  Discuss any discrepancies with
accomodation it is to be brought reception so they can inform the
guests
back (Policy ID L9.7/2020)
9.7 Distribute guest laundry
Department: Laundry
Section: Distributing
Standard Procedure
 Distribute the guest laundry to  Make sure to bring all items

back to the guest
the villa or bungalow of the
guest  Place the laundry if possible on
a safe and dry place on the
outside, so guets will see it
when entering or leaving (e.g
on a chair on the terrace)
 If it is needed to enter, knock on

the door first and ask for
permission
 Do not unnecessarily disturb

the guests
9.8 Other tasks
Department: Laundry
Section: Other Tasks
Standard Procedure
 Snorkel equipment is to be  Reception will bring the

snorkelling gear to the laundry
cleaned by the laundry
 The gear is to be cleaned fully
by hand and dried porper
 The gear is to be brought back

to reception

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Standard operation procedure

1.1 Reporting to shift

 Shift starts at 7.00am with  Everyone should be ready for

1.2 Briefing and handing assignments

 Briefing is every morning 7.00  Going trough the day before

 Feedback from day before

 Assignments for the groups

 Cleaning equipment is always  Always before transitioning to

 Servicing cleaning equipment

 Broken cleaning equipment is

 Always check that you have

1.4 Entering villa / suite

 Housekeepers know how to enter  Before going to service customers

2. Wait for a response. If there is

3. If there is still no response,

4. Never enter the Villa / Suite

5. If ”do not disturbed sign” has

6. If guest responses, address

7. Cleaning equipment and shoes

8. If room is empty you can start

9. If guest arrives during cleaning,

10. If guest is in, apologise for

11. When clean is done and guest

1.5 Room cleaning sequence

 Rooms are tidy  Swipe floors with broom

 Appealing scent  Clean counters and sink

 Amenities are filled  Clean shower / bathtub

 Guests feel welcomed when  Clean toilet

 Replace towels and amenities,

 Check / fill minibar / fridge

 Replace glasses and take used

 Inspect room precisely

 Report room status for clean

1.6 Check out cleaning

 Check inside the safe for lost

 Check room for any damage

 Turn in all items left by guest to

 Replace bathroom and

1.7 Emptying trash

 Put new trash bag when

 Always make all the butts in

1.8 Removing dirty linen

 Bed linen is always clean  Inspect the bed linen for

 Clean linen is never layed on  Take dirty linen to laundry

 Shake linen for lost and found

1.9 Fresh linen

 Fresh linen is never placed to  Always place linen to clean table

1.10 Cleaning vanity / sink / mirror

 No dripping tabs  Hard to remove stains are

 Hairdryer is working and clean  Report any repairs needed

 Remove all stains and hair from

 Flowers and decorations are

1.11 Cleaning toilet

 Cleaned daily  Use all toilet cleaner or all

 Toilet is working properly  Squirt cleaner under the rim

 Flush the toilet until water bowl

 Dry toilet seat and outside of

 Swipe and dry top and flush

 Make sure hinges are clean and

1.12 Cleaning shower / bath tub

 Cleaned daily  Spray all surfaces and let

 Dry all surfaces