Policies for entering a guest room with DND / Do Not Disturb Sign

When approaching a guest room for cleaning, first check if the guest had placed a Do not Disturb ( DND ) sign.

Some hotels has a Do Not Disturb Lamp / Light next to the door bell and other hotels has door knob card with DND sign.

Rooms displaying the “DND” notice not to be disturbed.

 

Organization Chart for hotel Sales and Marketing department

 

 

 

Recruiting successful hotel sales staffs:

Effective sales people are the keys factors for the success of hotels sales efforts, it is very important to select the right people for the sales job.

One of the major issues which hospitality industry faces is the high staff turnover rate. So it is better to hire the best sales persons and retrain them over a short period to reduce the business lost during hiring and training period.

 

How to setup a Marketing mix for your hotel

Defining a proper marketing mix for hotel industry is crucial for the success of hotels marketing efforts. A marketing mix is used to indicate the several marketing variables used by the sales team to target specific guests or target market segments.

1) Service / Facilities
2) Place and Distribution
4) Room Rate or Pricing
3) Promotions and communications

 

How to Optimize the hotel website for Maximum booking

In this new era of technologies internet had become a very powerful marketing tool for hospitality industry for targeting guests from different market segments.

Hotels uses online booking channels like GDS (Global distribution systems), OTA (Online Travel Agents) and Hotel Website to generate bookings.

 

 

How to clean Hotel Front office / Lobby area

Hotel lobby should be clean 24 hours of the day.

All lobby and front office areas like flooring, ceiling, furniture, glass doors, glass windows, ashtrays, fixtures etc. should be clean at any given time.

 

Cleaning restaurants / dining area

• Restaurants and dining areas have to be cleaned daily before their opening time and as and when requested by the restaurant staffs.
• Collect all the cleaning items required for particular Outlets.
• Collect the dining area keys from the security department.

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Guest Corridor Cleaning and Minibar / Mini fridge Cleaning by Room Boys

• Floor corridor must be cleaned at least once a day based on guest traffic and occupancy.
• Sweep the corridor from corner to corner with feather brush.
• Dust the fittings and skirting with a duster.
• Mop the floor with long handle mop.

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How to clean Elevators / Lifts in hotels

• Elevator is cleaned on a daily basis because of their volume of use.
• The best time to schedule the elevator cleaning is either during late night or very early morning in order to avoid high usage.
• According to the interior design and materials used on elevator, the appropriate cleaning methods and cleaning solutions to be used.

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How to seup Maids Cart / Trolley in Housekeeping

SOP – Housekeeping – Trolley or Maids cart setting

• Houseman / Housemaid sets his trolley as per the standard, like bed sheets in one shelf, towels in another, bathroom amenities in a separate drawer.
• Maids cart can be compared as a giant tool box, It should be stocked with all the required amenities to complete a complete shifts room cleaning.
• The maids cart should be spacious enough to carry all the required supplies for one shifts work.

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Turndown service / Evening service

SOP – Housekeeping – Turndown service / Evening service

Turndown service:

• The evening boy takes the status report of the floor from the desk.
• Takes the floor key/card and sign for it.
• Take a round of the floor corridor to maintain it clean and tidy. Take out trolley.
• Vacant rooms to be serviced from 6.00 p.m. onwards.

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Tips for dusting guest rooms in hotels

SOP – Housekeeping – Dusting Guest Rooms

Dusting doors and windows:

• From your caddy basket take a duster.
• Fold duster into four folds.
• Sprinkle with dusting solution and dust inside and outside of each door, frame and wooden window frames.
• For areas which cannot be reached use a feather duster and remove the dust and cobwebs.

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Tips for Re-Stocking bathroom supplies

SOP – Housekeeping – Restock bathroom supplies

Restocking of Bathroom supplies:

• Bathroom amenities/ supplies have to be replenished daily.
• Check the facial tissues in the box and replace if empty.
• Attention to each detail and make sure that the facial and toilet tissue should not be empty.
• Remove the protection tab from the tissue box and then pull one tissue and fold in a triangular shape. This will ensure that the other tissues will come out easily when pulled.

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SOP - Cleaning W/C or Toilet - Guest bathroom

SOP – Housekeeping – W/C or Toilet Cleaning:

Put on the protective gloves and goggles.

Flush the W/C or toilet, If the flush is not working properly then inform the control desk to create a maintenance job order for the same.

Sprinkle the cleaning solution in a circular motion around and inside top of w/c bowl and leave it for 10 minutes.

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SOP - Housekeeping - Cleaning bathroom tiles and mirrors

SOP – Housekeeping – Cleaning Bathroom tiles and Mirror

Cleaning tiles:

Apply diluted cleaning solution on to the scrubber and scrub top to bottom ensuring dirt/hair are removed from the tiles.

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

Wet sponge with hot water and remove detergent.

Tiles have to be cleaned daily with diluted Cleaning solution.

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Housekeeping SOP for cleaning Shower curtain and bathtub

SOP – Housekeeping – Cleaning Shower curtain and Bathtub

Shower curtain Cleaning:

• Dip a shower curtain in Luke warm water and few drops of diluted cleaning solution.
• Soak the shower curtain for 1/2 an hour.
• Scrub the curtain nicely from the lower part of the curtain.
• Scrub off soap buildup with a brush.
• Push the shower curtain liner against the wall.

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Tips for cleaning Sink and Vanity area in Hotel Rooms

SOP – Housekeeping – Cleaning Sink and Vanity area

A Clean washcloth or hand towel, a sponge, cleaning cloths, a stiff brush and cleaning supplies.

Move guest toiletries when necessary.

Place a clean wash cloth or hand towel on that spot and keep the guest toiletries on it.

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Hotel Reservation Confirmation Template - HTML Email Fortmat

Learn how to create a professional looking reservation confirmation template in HTML format for your hotel, resorts, B&B and Lodge.

This template can be emailed to your guest as a confirmation of their room booking.

View All Hotel Reservation Confirmation samples

Duties and responsibilities Restaurant Manager / Asst. Restaurant Manager

REPORTS TO: Food and Beverage Manager / General Manager

DUTIES AND RESPONSIBILITIES:

• Oversea the dining area, supervises food and beverage service staff in accordance with operating policies that he or she may help establish.
• Creates a positive team atmosphere among Team Members.
• Maintains records of staff periodic manner and operating costs.
• Provides feedback and coaching to the Team regularly.

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Duties and responsibilities for Resturant Servers / Waiters

Greets guests and presents them with the menu.

Informs guests about the special items for the day and menu changes if any.

Suggest food and beverages to the guest and also try to upsell.

Take food and beverage orders from the guest on the order taking pads or on the handheld Point of sale ( POS ) system.

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Busperson Duties and responsibilties

• Pour water and refill coffee and tea cups.
• During busy periods asssist servers by serving food and beverage to guests.
  Perform outlet opening duties such as setting tables, chairs, Chef in dish or cheffing dish, printing item / dish 
• names for placing in front of the dishes.
• Cleaning side stations and stocking and replenishing side station supplies.

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How to prepare guest room before cleaning

Remove room service equipments from room:

Pickup all room service equipment and move it to the floor pantry.

Move the room service cart / trolley to the floor pantry.

Inform the room service / IRD department to clear the trays / trolley from guest room / floor pantry.

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Tips for using Dryers in hotel Laundry

1) Dryer temperature:

• Set the correct temperature for the dryer as per the linen used.
• Reduce heat if the synthetics linens are having wrinkles.
• Reduce heat down during the last few minutes of drying time.
• Remove linens before they are bone-dry.

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Standard operating procedure for Laundry Washer loading:

Prepare loads of laundry:

The weight of each laundry can change as per the property and linen quality.

Use a weighing scale to weight the solid linen batch.

Always load the washer with the correct capacity, Do not overload or under load the machines.
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How to Handle guest complaints in Resturants and coffee shops ?

Understand few common reasons for ‘Why Guest complaints?’:

• Unfriendly staff or lack of a warm greeting.
• Pushy servers.
• Excuses by the servers.
• Lack of courtesy by servers.
• Unhelpful attitudes of servers.
• Overly friendly servers.

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Mini Bar attandent Job description

Job Description for Mini Bar Attendant:

REPORTS TO: Room Service Manager / Executive Housekeeper

POSITION SUMMARY:

Provide guests with a fully-stocked and well-maintained mini-bar on a consistent basis throughout their stay. Stock the mini-bar cart with the necessary items in order to maintain the par level on a daily basis.

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Standard Liquor measurements in hotels

Lost and found procedures:

An item left behind by guest either in the room or in public area identified by any staff and brought under the notice of Housekeeping is termed as “Lost and Found” item.

 

There should be one dedicated location to receive lost and found items whether it is found in guestrooms etc.

 

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Laundry Operation cycle and flow chart:

The laundry department has a basic cycle of operation with the below steps:

1. Collecting Soiled Linen.
2. Transport Soiled Linen to Laundry department.
3. Sorting of Linen and Uniforms.

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Organizational chart for housekeeping department

The organization chart of housekeeping department should provide a clear picture of the lines of authority and the channels of communication with the department.

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Housekeeping desk control task list:

Good knowledge in handling guest requests.

Good knowledge of Housekeeping operations.

Responsible for Departmental keys and guest room master cards.

Responsible for all calls coming to the Desk and to convey the right message to the right person.

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Laundry manager job description:

1. Developing and putting into operation the current system and technical advancement in the field of Laundry operations.  
2. Formulating washing formula for stained loads.  
3. Ensuring the washing of linen and uniform as per standard.
4. Maintenance and upkeep of all laundry equipment.

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Key control procedures in Housekeeping:

Housekeeping staffs should have a good knowledge about the types of keys and locks used in the hotel.

When room attendants return the room key ask them to sign on the key control register.

Room maids should never give the floor key to any guest or other hotel staffs.

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Floor Pantry Cleaning Tips :

• Each housekeeping floor / sections will have a floor pantry to keep the par supply of linen, cleaning supplies, guest stationeries and amenities.
• The floor pantry should always have the linen required for that floor in circulation.
• Normally the floor pantry should be ideally located near the service elevator.
• Should have locked shelves to store linen and supplies

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Tips for sorting soiled uniforms and linen in hotel laundry:

Safety precautions while sorting laundry:

• Wear gloves as per the industry standards.
• Wearing gloves while sorting linen will avoid accidental cuts from any broken glasses in restaurant linens.
• Remove unwanted items from soiled laundry as you sort it.

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Housekeeping Floor Supervisor job description:

Reports to : Exectuve Housekeeper / Asst. Executive housekeeper

Position Summary:

Floor Supervisor will be responsible for maintain guestrooms, working areas, and the hotel premises in general in a clean and orderly manner. Also coordinating daily housekeeping operations and maintaining the housekeeping operating standards.

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Bed making tips for extra bed and sofa cum bed

Make extra beds / Roll away beds:

• Only Sheets and blankets are used for making extra bed.
• Refer the room boy allocation sheet to find out which the list room numbers where the extra bed to be placed.
• The procedure for making a extra bed is similar to that of standard bed making.
• Place the blanket and tuck it and the top sheets tightly at the foot and then on both side of the bed.

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How handle guest request and complaints in Housekeeping

While taking a message the following procedure has to be followed:

• Name of the person for whom the message is intended.
• Name of the person leaving the message.
• The contact number of the person leaving the messages.
• Date, Time, and Initials.
• Details of the Guest request / Messages.

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Bed Making tips for Housekeeping department

Preparing for Bed Making:

• Remove soiled bed linen from the bed.
• Look at the mattress pad / mattress protector to see if it is stained, torn or damaged. If it is not straighten it and make sure the mattress and box spring are even.
• Always adjust the mattress with your leg and not with your back to avoid any injuries.
• If the mattress pad is stained then remove it.

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How to setup departmental policies in Housekeeping :

Department orientation:

1. On the first day all new staff is introduced to all the Executive/ Supervisors of Housekeeping.
2. They are shown the Housekeeping office, laundry and uniform/linen room.
3. They are shown all other administrative offices and public areas.
4. They are shown some of the rooms, pointing out fire exits, pantries, and location of fire alarms and location of service lifts.       

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House Keeping Control Desk Duties:

The Housekeeping control desk is the nerve centre of the Housekeeping Department.

It is the one point contact for all Housekeeping activities which also controls, co-ordinates and keeps a constant link among the various activities taking place at different locations by Housekeeping staff.

Below reports are used at control desk:

• Departure report.
• Expected arrival register.
• Room Status report.
• Guest Call Register.

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Housekeeping standard procedure for servicing guest rooms

Servicing of Occupied Rooms:

• All occupied rooms are serviced twice daily and as and when requested by the guest.
• Enter the room according to the procedure of entry to guestrooms.
• Clear the garbage according to the procedure of removal of garbage from dustbins.
• Collect the soiled linen and throw in the linen bag.
• Make the bed, follow the bed making procedure.
• Perform dusting of the room.

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Housekeeping Tip - Entering guest room and greeting guest:

Entering guestrooms:

• Houseman knocks the guestroom door thrice.
• Announce. “Housekeeping”
• Wait for two minutes.
• Open the door.

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Tips for Cocktail service in Banquet receptions:

A selection of cocktail & reception packages shall be permanently available. Each priced at a different level, they will fit the needs of the different market segments targeted.

The different packages shall vary mainly in terms of the food selection offered.

Tailor-made packages can be offered at any time, after consulting with the Executive Chef if any special food is requested.
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Tips for Sit down buffet service in Banquets:

Prepare table for each course before serving:

• Always ask guest if they are finished before clearing.
• Clear any empty plates or glasses from the guest’s right with your right hand.
• Never stack dirty plates in front of guests. Pick them up separately and stack them away from guests.
• Bring all condiments and accompaniments to the table before serving the order.
• Only bring full- not partially full condiment bottles to guests.

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Tips for Beverage Order taking and Service in Banquets:

The same basic rules for serving beverages apply as for other F&B outlets, but because of the larger numbers of guests, service needs to be quick and efficient.

Soft drinks will not be pre-poured in glasses more than 5 minutes before being served. Draught beers will only be poured as required (no carafe).

Take Beverage Orders:

• The function host will have selected the beverages when booking the function. The banquet event order (BEO) will list these details.
• If a guest asks for a beverage which is not listed on the BEO then know whether there is a extra charge and tell the guest what the charge is.

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Tips for Banquet service sequence and briefing:

Before each function, the staff member in charge of the function shall brief all her/his staff on the way the function will take place, allocate tasks accordingly and fix time schedules.

Review Banquet event orders for functions that will happen on the day:

The room the function will be held in.
The number of guests expected.

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How to setup Banquets Sales Correspondence Policy:

 Accompanying letter:

This letter shall be a standard letter which will always accompany any printed material given or sent to a potential customer.

Specific general quotation:

This letter shall be sent to potential customers who have approached the hotel for detailed information on a specific topic concerning the banquet facilities, e.g. : meetings, weddings, luncheons, etc.

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Post event Banquet Manager & Supervisor duties:

• Clearing of all tables of china, glasses, flatware and ashtrays.
• Straighten legs on all tables.
• Remove all linens.
• Rearrange all chairs around tables neatly
• Supervise the banquet / event service staff.
• Turn off the public address system.

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Tips for Banquet Menu Engineering and Cost Control:

• All menus items have been cost-valued and the price level has been established according to the objectives set by the Management Team.
• Therefore, it is very important to respect the different recipes and instructions given by the executive Chef or his Assistant.
• The size of a recipe must be adapted to the number of people and to the selected menu choice.

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Tips for good Banquet Function Sheet / Event order ( BEO ):

• A function sheet will contain complete information on all events within a function for one day.
• All function sheets for the coming week will be distributed with the weekly forecast, i.e., and will be discussed during the morning briefings.
• Always make sure the BEO’s are in order, with the first function of your work shift at the front.

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How to setup and maintain Buffet in Banquets:

• The hotel offers different kinds of buffets. Each hotel/outlet category has a number of buffet set-ups to choose from according to the budget and selection of dishes.
• Keep hot items hot.
• Keep cold items cold.
• Maintain service ware

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Tips for Bill preparation and settlement in Banquets:

• After the function, the bill is made up according to the information on the Banquet Event Order.
• If any changes or extra orders were requested by the guest, they will be added to the total amount (as extra charges).
• The banquet bill will be prepared on the F & B POS (point of sale) terminal system and closed.

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Back-Of-House Setup & Equipment Storage

• The back-of-house shall be impeccable at all times.
• Equipment must be stored in the appropriate area and the furniture taken care of properly.
• Make sure that all waiters, bartenders, stewards and cooks respect the back-of-house rules ensuring that it remains an efficient working area.

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Tray, Trolley, Cart Clearance Procedure in Room Service / IRD:

• The guest informs the order taker of a clearance request.
• Before you leave a service tray or room service cart, Know where the guestroom is located and also know the best way to get to the guestroom.
• Avoid public elevators, lobbies, function areas and restaurant entrances.
• Knock firmly three times with your knuckles and announce “Room Service / In Room Dining”.
• Place service ware, glasses, used linens and trash on the tray.

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Procedure for serving the Guest Order inside the room:

• Offer to place the order on the table, desk, or credenza whichever the guest prefers.
• If using a room service car, fold out the wings of the cart and spread out the table cloth neatly.
• Place the flower vase, the salt & pepper set and the sugar bowl on the side of the table.
• Place the bread plate on the left side of the table fork.
• The napkin shall be placed between the table knife and the fork with the open side facing up.

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How to Preset tray and trolley in Room servrvice / IRD:

• Clean the In room dining area.
• Wash trays in the dish room.
• Remove all equipments and supplies from the carts.
• Use a clean cloth and a sanitizing solution to wipe the carts, including the helves legs and wheels.
• Polish the carts with a clean, dry cloth.
• Organize and preset trays’ and trolley before the meal period begins.

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Tips for Order taking in Room Service and IRD:

• Greet Callers Warmly.
• The telephone must be answered within the three (3) first rings.
• Identify your department and introduce yourself by name.
• Ask the guest for their names and room number, If the telephone is not digital.
• Check the billing instruction of the guest.

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Tips for Door Knob menu order Process in Room Service / IRD :

The overnight Supervisor shall assign a waiter to collect all door knob breakfast menu orders every night, according to the schedule.

Use the service lift to get to the top floor and collect the door knob breakfast menu orders floor by floor, working downwards.

Write down the room number on each door knob breakfast menu order.

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How to setup Departmental policy in Room Service / IRD :

Room Service / IRD should be designed to meet the needs of guest, but it should also be designed with the property’s human and material resources in mind. Hotel General service manager should consider the extra resources required before implementing a new room service policy.

Policy for Chinaware, Glassware, Hollowwware and Linen.

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Tips for Delivering room service orders:

Double Check the order to make sure nothing is missing, damages or soiled. Check everything carefully before leaving the kitchen to save unnecessary return trips to pick up items that were missed.

Double check for Service ware, Linen, Napkins, condiments, Bread and butter, Garnish etc.

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Tips for Processing drink re order in BAR/ Lounge:

• Verifying with guest if they would like another beverage.
• Taking down second order on your scribbling pad.
• Serve additional beverages.
• Monitor guests closely for signs of intoxications.
• Stop alcohol service to intoxicated guests.

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How to Greet and welcome guest upon arrival - BAR / Lounge :

Address them with the appropriate greeting for the time of, as follows:
00.00 –  11.59 - “Good morning”
12.00 –  17.59  - “Good afternoon”  
18.00 –  23.59  - “Good evening”              

• Use the guest’s name, when know.
• Try to call the guest by her/his name : e.g., “Good morning Mr. XXX, how are you?”.
• Check for any reservation.

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Closing routine duites and tips in Hotel BAR / Lounge:

Closing duties are different in different lounges. Your closing duty checklist lists your responsibilities for the end of your day activities:

Clean all unnecessary used items in the bar counter i.e. (used glasses, ashtray, display, table mats etc.)

Wipe crumbs from chairs and tables into beverages napkins and throw them away.

Wipe tables and chairs with a clean damp cloth, followed by dry cloth. Never user linen napkins for cleaning.

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How to pickup and serve beverage to guest:

Make sure the beverage are made as ordered:

1 or 2 minute after having punched your order in the POS terminal, or delivered the written Captain Order copies to the kitchen and cashier, go to the bar counter.

Check Beverage for Garnish, Special instructions, spilliage.

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How to Clean and Maintain Equipments in BAR

• Use a damp rag to wipe the surface of the tables one by one.
• Sweep the Bread crumbs out from under the chairs and tables.
• polish by using an adequate silverware cleaning cloth.
• Check the silverware for any damage.

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Guest Farewell greetings in BAR

• Accompany the guest to the entrance of the restaurant and thank him, by saying Thank you for dining at (name of Restaurant).
• Tell him we are looking forward to welcoming him/ her by saying , Wish to serve you again or Hope to serve  you again soon.

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How to set up a Service concepts in BAR and Resturants

General Service Concept:

• The philosophy of each of the BAR / Lounge shall be innovation through simplicity. The most important feature is the well being of the guest.
• Therefore, a guest shall not wait more than 15 minutes for her/his cocktail despite the waiter taking care in her/his cocktail presentation.
• It is more important to take care of the guests instead of taking care of ourselves.
• Friendly and efficient service is far more important in impressing the guest and making her/him a repeat customer.

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Tips for Wine and Beverage Ordertaking in Restaurants

After the guest has been seated, approach the guest’s table with the beverage menu.

Approach the guest from the right side and ask if she/he would like to have a drink or if she/he would like to see the beverage list.

Recommend any special drinks or cocktails.

If the guest requests to see the menu, hand the menu to the guest and step back within attentive distance to wait until the guest has made her/his choice.

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Store Requisition and inventory BAR:

For every F & B store requisition, a requisition form has to be completed.

The form must carry the signature of the Outlet Manager / Outlet Chef / Stewarding Manager / Catering Manager (as applicable).

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MISE EN PLACE IN - Restaurants:

Prepare the mise-en-place for chinaware as trained.

Pick up the washed chinaware from the shelves located at the dish-washing area and deliver them to the polishing area.

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How to upsell beverages in BAR / Lounge

Know your product:

Be enthusiastic- It’s easier to sell something which you are excited about.

Make beverage sound appealing – Eg: user words like “fruity”, “Icy” and thirst quenching” etc.

Find out if guests are in a hurry or only have time for a quick drink; whether they like sweet or tart beverages etc.

Offer a choice: “ Would you like Smirnoff’s or Absolute in your vodka and tonic?

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How to clean and maintain equipments in BAR / Lounge

Wipe the table top and the chairs:

Use a damp rag to wipe the surface of the tables one by one.

Sweep the Bread crumbs out from under the chairs and tables.

Never user linen napkins for cleaning.

Silverware polishing:
Pick up the washed silver from the dish-washing area and deliver it to the polishing area.

Prepare hot water in stainless steel pot, put the silverware into the hot water before polishing.
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How to clear BAR counter and Lounge table during Service

Table Clearing:

• A table that is not properly cleared can easily create a bad impression. One should strive towards having as few items on the tables possible.
• Wait to clear glasses and plates until more than one guest at a table is finished, so guests who are still eating or drinking do not feel rushed
• After all guests have finished their course, all plates, cutlery and side dishes related to the dish must be removed.
• For removing equipment from the table, the same service rules apply as for serving the items.

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How to server wine in Resturants and BAR

Collect the bottle of wine:

1. Pick up the wine bottle from the service bar and make sure it is the correct one that has been ordered and that it is at the right temperature

2. For Red wine, put the bottle into a wine basket

3. For White wine, prepare a wine cooler with enough ice cubes and water

4. When carrying the bottle of wine into the restaurant, always have your service napkin with you. Be careful when carrying wine.

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How to pickup and server beverage in BAR and Resturants

Make sure the beverage are made as ordered:

1 or 2 minute after having punched your order in the POS terminal, or delivered the written Captain Order copies to the kitchen and cashier, go to the bar counter.

Mixing, pouring, garnishing and serving drinks the same way every time is the mark of a quality operation.
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Procedure for daily closing down activity in hotel BAR

Closing duties are different in different lounges. Your closing duty checklist lists your responsibilities for the end of your day activities.

• Clean all unnecessary used items in the bar counter i.e. (used glasses, ashtray, display, table mats etc.)
• Wipe crumbs from chairs and tables into beverages napkins and throw them away.
• Wipe tables and chairs with a clean damp cloth, followed by dry cloth. Never user linen napkins for cleaning.
• Arrange tables and chairs neatly as guests leave. Pick up paper or debris whenever you see it.

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Opening Routine Duties in Resturants

Opening Routine in Hotel BAR:

• Switch on the Bar lights, display lights, glass wash machine and plug in all bar electronic equipment i.e. (Blender, Swirl Machine etc.)
• Read and check the Log book hand over notes and requisition book.
• Check the Bar counter, sink, utensils and fridge.
• Clean up spills with the damp cloth, followed by a dry cloth. Do not user a linen napkin to clean up spills. Use only designated cloths or cleaning towels.

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How to conduct departmental meetings in F&B departments

The Food and Beverage service department should conduct regular pre-shift meeting with all key staff members and also monthly meetings with F&B Director and HOD’s of each outlet.

Daily Pre Shift Meetings:

Pre shift meetings are ideal times for managers to emphasize teamwork and develop common goals with staff members.

Pre shift meetings should also give staff members an opportunity to ask questions and have them answered.

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Tips on reporting to duty in resturants

The F&B department will put up a weekly duty roster indicating the day and date, shifts and employees scheduled for each shift. Every associate is required to punch in and punch out at the staff entrance.

Every department head shall maintain department’s own sign-in/sign-out   attendance register with the time, date, employee name and signatures.

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Standard Grooming and Hygiene Policy in Resturants

Personal Hygiene

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

For Food Handlers

• Food handlers must :
• Be properly clothed in clean clothing
• Keep hands finger nails and body clean
• Wash hands thoroughly before commencing work, after using the toilet and at other times.

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How to setup Uniform Issue Policy for Hotel staffs

The housekeeping department will provide every employee with three (3) sets of uniforms according to her/his position for a period of 2 years.

In case of suits and uniform for fine dining restaurant only 2 sets will be issued or it may be stated that front of house employees will receive 2 sets while back of house employees will receive 3 sets.

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Night Audit Checklist for hotels

The Front office Audit is usually referred as Night Audit because hotels generally perform it during the late evening hours. Before the implementation of automated front office systems, The most convenient time to perform the audit was during the late evening and early morning hours, This helps the front office personals to work with minimal interruption and also most of the hotel outlets and revenue centers are closed during this time.

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How to conduct operation audit in Hotel Front Office

General:

1) Check special procedures in place for processing guest express/special delivery mail?
2) Are guest safety deposit box procedures established and implemented?           
3) Are enough hotel directories available to the guests?           
4) Do front office receptionists and cashiers have friendly, positive attitudes?
5) Check for proper signage, so guests don’t wait in the wrong place?                  
6) Are the procedures for guests waiting in lines for check-in/check-out frequently monitored and changed if necessary?

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Prepare for a Group arrival in hotel

Front office team has to be prepared for receiving a group in the hotel. They should also make sure that the requested rooms and ready at the time of group arrival and also the room blocking as been done as per the rooming list sent by the Travel Agent / Company.

Pre Arrival ( Either one or two days before group arrival):

1) Duty roster must be prepared accordingly and to be approved by the Front office manager. ( appropriate staffing level should be considered according to group movements)
2) Read appropriate Group Folder / Contract.

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How to handle Group Check -in

1) Always designate a Group Coordinator from the Front Desk prior to arrival.
2) Liaise constantly with the sales Group coordinator for information.
3) Check that Arrival Registration cards have been prepared for the group along with the rooming list for signature.
4) Check all Relevant correspondence has been read and briefed during the staff briefing.
5) Check Group Billing instructions and cross check the billing instructions entered on the Property management software.
 
Read Full Article: Handling Group Check-in in Front Office

Duties of Hotel Revenue Manager

Revenue Manager is responsible for both strategic and tactical initiatives related to revenue maximization. As a member of the Revenue Management Department, you will have the opportunity to set strategic direction, determine pricing, create promotions, and explore new distribution opportunities. You will own the implementation of a business plan and product strategy. You will have exposure to senior management and work closely with Sales, Marketing, Trade Support and Services and Reservations.

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How to Conduct Briefing in hotels

Hotel Front office staff needs daily briefings so they know what’s happening in the hotel that day / previous day. This gives a smoother operation, without having to waste time asking others and they know what’s happening in the hotel.

Read Full Article : Conduct Briefing in hotels.

How to Control Guest room keys in Front office

It is the duty and responsibility of the front desk staff to ensure the right guest is given the key to his room and his safety and security pertaining to issuance of key is not compromised or violated during his stay in the hotel.

Front Desk Agent should never give keys, room numbers, messages, parcels or mails to any person without first requiring appropriate identification.

Read Full Article: How to Control Guest room keys in Front office

SOP - Preparing Welcome KIT for arrival guest

Preparation of welcome KIT for all arrivals is part of guest pre registration activity. This is to Make sure that the welcome KIT has everything that the guest requires while checking in to the hotel. And also to ensure a smooth overall check in experience at the time of guest registration.

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Do's and Don'ts while handling guest complaints in hotels

Hotel Staff may receive complaints about F&B outlets, Rooms and other services offered to the guest, Regardless of whether those operations are manages by the hotel .

Unless the front office and the food and beverage operators establish procedures for referring complaints, guest may continue to be upset and the htoel will continue to hear the problem.

Hotel staff members should anticipate how they might resolve some of the most common complaints. and they should also follow certain Do's and Don't while communicating to the guest.

Read Complete Article: Do's and Don'ts in hotel

Hotel Front office SOP for - Guest registration and Checkin

After a guest arrives at the hotel, the front desk agent should complete the guest registration process. This is to make sure that the guest registration is completed as per the hotel standard and also to collect important guest information’s.

Registration card requires the guest to provide his or her name, address, telephone number, passport and visa details.

On addition to this the details of the reservatio like room type booked, room rate, billing instructions and meal plan is also printed on the registration card.

Guest is also asked to sign on the printed registration card as a statutory requirement and also to verify that the details provided on the registration card is accurate.

Read the complete Article : SOP – GuestRegistration and Check in process

SOP – Taking over a shift in hotels

Objective: An effective front office communication involves the use of log books, information directories, emails and telephone procedures. A proper hand over of shift is required to ensure smooth running of the front office shifts.Report to work place at the correct time.

 •Ensure you are dressed and groomed to hotel.
 •Check notice boards in the back office.
 •Check the hotel position overview for a week.
 •Attend briefing and take Hand over from the previous shift
 •Make sure to give hand over and take hand over.
 •All Front office staff has to read and sign the logbook.

Read complete article : SOP –Front Office Assistant / Executive - Taking over a shift

How to prepare for a shift in Hotel Front office

To be Ready Before the shift starts.

Punch in your attendance.

Read the log book :

1. Look for unusual events or incidents.
2. Guest Complaints.
3. Guest pending requests.
4. Other relevant information’s.
5. Situations which requires follow-up.
6. Any handovers from previous shift.

Read the Article Tips for preparing for a shift in hotel front office.

Tips for loss prevention in F&B department

There are many new technology which have been adopted by the hospitality industry to improve or change existing control systems. In most instances, basic control processes have not been altered. Instead, technology has enhanced the accuracy, depth, and effectiveness of these processes, while reducing the labor involved.

Spoilage and Pilferage:

Adequate checks in the receiving portion of the food service cycle can help reduce loss due to spoilage and pilferage. If frequent and excessive spoilage is reported, those responsible for the receiving process should evaluate product quality when it is delivered by the vendor; if substandard foods are arriving, receiving personnel should be empowered to refuse shipments or accept partial shipments. In addition, storage equipment should be checked regularly for proper maintenance and temperature control.

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SOP - Allocating Guest Room, Upgrade and Downgrade

Train your Front Desk staff on Allocation, Upgrading and downgrading guest rooms.

1) Familiarize with the roomstype in the hotel

Memorize the different room categories, their differences, and respective locations so that you can optimize the situation

2) Verify the room specificationson the reservation.

During check-in, verify with the guest, the room category he has reserved.

(Higher floor, Room with special view, Room away from elevator, Twin/Double, smoking/Non-smoking etc)

Read full Article: SOP for Allocating guest room.

Top 10 tips for assigning / blocking rooms in hotels

Top 10 Tips for Room Blocking/Allocation for expected arrivals :

Room blocking is a part of the guest pre-registration activity, This will help plan the hotel to meet special requirements of guest as well as a proper room allocation for the hotel. In Some hotels this process is done one or two days in advance.

Although the reservation department may block the desired rooms in advance, it is the responsibility of the front desk to assign guest rooms as per the specific requirement made by them at the time of reservation. Below points will help you to archive a proper room blocking.

Read more: Top 10 Tips for Room Blocking/Allocation for expected arrivals

Variable and Fixed Costs in hotels

Variable and Fixed Costs in hotels:

 

The terms Variable costs and variable costs in hotel operation is used to distinguish between those costs that have no direct relationship to Hotel occupancy or business volume and those that has relation to occupancy and business .

Fixed Costs

Fixed costs are normally not effectecd by changes in occupancy or sales volume. They are said to have little direct relationship to the business volume because they do not change significantly when the number of sales increases or decreases.

Read full article: Hotel Fixed and Variable Costs