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HOTEL DEPARTMENTS
The finance (sometimes called accounting) department function is recording financial transactions, preparing and interpreting financial statements and providing management with timely report and operating results.
Food & beverage department function is to provide (indeed) food and drinks to hotel’s guests via for example a coffee shop, a lounge, a fine dining restaurant, a poolside snack bar, room service,banquets halls or function rooms.
The Front office function is welcoming guests when they arrive at the hotel, before registering them and assigning them to a room. Receptionists, Telephone Operators, Bell Staff, Drivers and in some cases Reservation, usually fall under the front office department.
A General Manager is the symbolic head of the organization, required to perform certain legal activities and attend to social events. He/She will be responsible for staffing, training, direction and motivation of subordinate as well as to develop a network outside of the hotel to gather information.
The housekeeping department is responsible for cleaning public spaces, guest rooms and properly provision them with amenities as well as clean towels and bed sheets supplied by the laundry.
The sales & marketing department is responsible for maximizing room & other department revenues through relevant programs to increase occupancy and make profitable use of hotel’s accommodation, meeting and leisure facilities.
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BROWSE DOCUMENTS
Hotel Front Office – Luggage Collection – SOP
FO 009: Luggage Collection
Objective:
To assist and expedite the removal of guest luggage from guest room to the lobby.
Details:
File Size: 30 KB
File Format: Word
Print Length: 01 page
Publication Date: January 14, 2016
Language: English
Editable: Yes
Hotel Housekeeping – Room Attendant Shift – Record
HSK 015: Room Attendant Shift Record
Objective:
To record per morning and evening shifts the room attendants activity.
Details:
File Size: 69 KB
File Format: Excel
Print Length: 02 Worksheets
Publication Date: April 07, 2016
Language: English
Editable: Yes
Ready to Print: Yes
Hotel Sales – Client Profile (Detailed) – Record
SM 008: Client Profile (Detailed)
Objective:
Clients are not a homogeneous group and some of them require a great deal of facts and data to make concrete, logical decisions. Others prefers concept to data, may require assurances concerning the negative impact of any booking decisions or will think globally and made quick guts decisions.
This customer profile format objective is to record personal information on the decision maker obtained during sales call, in order for the sales managers to reinforce and customize their basic strategy and tactics toward the client or prospect. When a new or different sales person will be assigned to the account, this information will prove critical to demonstrate your team expertise and will represent an important competitive advantage to your hotel.
Details:
File Size : 19 KB
File Format: Excel
Print Length: 01 Worksheet
Publication Date: January 04, 2017
Language: English
Editable: Yes
Ready to Print: Yes
Hotel Front Office – Bill Settlement (City Ledger) – SOP
FO 020: Bill Settlement (City Ledger)
Objective:
To ensure settlement by City Ledger is done correctly with all supporting documents attached.
Details:
File Size: 30 KB
File Format: Word
Print Length: 01 page
Publication Date: March 08, 2016
Language: English
Editable: Yes
Hotel Housekeeping – Room Status – Record
HSK 005: Room Status Record
Objective:
To record on daily basis all guest's room status.
Details:
File Size: 55 KB
File Format: Excel
Print Length: 01 Worksheet
Publication Date: April 02, 2016
Language: English
Editable: Yes
Ready to Print: Yes
Hotel Front Office – Raising & Lowering of Flags – SOP
FO 010: Raising & Lowering of Flags
Objective:
To ensure that the nation’s flag and neighboring countries are displayed and well-maintained at all times.
Details:
File Size: 30 KB
File Format: Word
Print Length: 01 page
Publication Date: January 14, 2016
Language: English
Editable: Yes
Hotel Front Office – Answering the Telephone – SOP
FO 001: Answering the Telephone
Objective:
To ensure that all incoming and internal telephone calls are answered promptly and correctly.
Details:
File Size: 31 KB
File Format: Word
Print Length: 02 pages
Publication Date: December 26, 2015
Language: English
Editable: Yes
Hotel Sales – Field Coaching Evaluation – Record
SM 009: Sales - Field Coaching Evaluation
Objective:
Field coaching represents a DOSM, Senior Sales Manager or Sales Manager important responsibility. It allows them to train, evaluate and motivate their team, share best practice and observe subordinate's knowledge of clients, competitors, hotel services, rate structure and sales skills. Field visits also gives a chance to learn more about problems and opportunities with accounts and can be part of sales people evaluation process.
Details:
File Size : 27 KB
File Format: Word
Print Length: 01 Page
Publication Date: January 23, 2017
Language: English
Editable: Yes
Ready to Print: Yes
Hotel Front Office – Bill Settlement (Credit Card) – SOP
FO 021: Bill Settlement (Credit Card)
Objective:
To ensure settlement by credit card for guest bill is done in the correct manner.
Details:
File Size: 31 KB
File Format: Word
Print Length: 02 pages
Publication Date: March 08, 2016
Language: English
Editable: Yes
Hotel Housekeeping – Lost & Damaged Linen – Record
HSK 006: Lost & Damaged Linen Record
Objective:
To record on monthly basis all hotel's linen damaged or lost.
Details:
File Size: 51 KB
File Format: Excel
Print Length: 01 Worksheet
Publication Date: April 02, 2016
Language: English
Editable: Yes
Ready to Print: Yes
Hotel Front Office – Room Change – SOP
FO 011: Room Change
Objective:
To move the guest from one room to a different room due to maintenance issue or upon guest request.
Details:
File Size: 29 KB
File Format: Word
Print Length: 01 page
Publication Date: January 17, 2016
Language: English
Editable: Yes
Hotel Sales – Allotment Summary – Record
SM 010: Sales - Allotment Summary
Objective:
To record accurately the allotments given to tour operators, travel agents or OTAs in order to maintain an efficient communication between the related departments (Sales & Reservation most likely) and keep an up-to-date visibility of the room inventory still available for sale.
This summary will be instrumental to avoid unplanned overbooking during high occupancy or full house periods, as well as when time's come to re-negotiate or extend the following year's allotments with existing accounts.
Details:
File Size : 50 KB
File Format: Excel
Print Length: 01 Worksheet
Publication Date: January 26, 2017
Language: English
Editable: Yes
Ready to Print: Yes
FAQ
WHO WROTE THESE DOCUMENTS ?
We only provide documents and SOP created exclusively for Sopforhotel.com by a team of hoteliers & ex-hoteliers with years of experience in operations within the hospitality industry.
CAN I USE THESE DOCUMENTS AT WORK?
We always recommend using SOPs and other type of documents like reports as examples to be adapted to your specific hotel/resort/department, based on your specific operation needs and restrictions, however, you can also decide to use the exact versions that you purchase on Sopforhotel.com and share them with your team (if your organization allow you to do that of course).
CAN I EDIT THE INFORMATION IN THE DOCUMENTS ?
Yes, we only propose Excel and Word file instead of Pdf or .Epub to allow an easy document edition.
DO YOU PROVIDE CONSULTANCIES OR FULL PACKAGES FOR HOTEL OPENING?
No, we did not create Sopforhotel.com to attract consultancies and we will not sell in direct full packages of SOPs, reports and other documents for pre-opening projects. Everything is and will continue to be uploaded on the website on regular basis.