In the hotel industry where excellent, consistent service is a key factor in success, standard operating procedures, or SOPs, play an important role. What to do in case of a very intoxicated guest (mostly applicable to our hotel in Munich during Oktoberfest), What to do if a guest damages a room (also mostly Oktoberfest related), What to do when a guest needs special assistance, Extra cot in a room (pricing – applicable rooms, etc. How to Write a Hotel Standard Operating Procedure? ADVERTISEMENTS: Let us make an in-depth study of the accounting for hotels. TV), What to do if there’s a problem with lights, Towel/sheet procedure – we try to encourage guests to reduce water consumption – only towels on the floor get washed and sheets only get changed upon request, What to do if a staff member doesn’t show up for work, What to do if a staff member violates policies, What to do if one staff member complaints about another (verbal abuse, sexual harassment), What to do if staff a member is accused of stealing. A guide to choosing the right Hotel Management Software. I consider housekeeping to be the heart of hotels and it is only when something goes wrong that it is recognized – just like our hearts. Unfortunately, SOPs are often overlooked and not prioritized until it’s too late. For example, we’re adding 34 rooms to our hotel in Peru, changing it from a 31 room property to a 65 room property. This document provides guidance for the hotels and lodging industry to support a safe, clean environment for workers and customers. SOPs provide IT departments with guidelines that can be used for reference and training purposes. SALES AND MARKETING FULL SERVICE HOTELS STANDARD OPERATING PROCEDURES INDEX SOP # STANDARD SM - SOP - 01 Sales & Marketing Department SM - SOP - 02 Office Hours of Operation SM - SOP - 03 Response to Customers SM - SOP - 04 Use Guest’s Name SM - SOP - 05 Customer Feedback SM - SOP - 06 Weekly Sales Meeting SM - SOP - 07 Sales Coverage You can be proactive about it by having a yearly meeting with your staff to review your SOPs. When in doubt, test it out. HMG best practice business’ model includes detailed written policy and procedure manuals for each hotel department which are used for training and compliance … Hotel SOPs also ensure that your hotel maintains a competitive guest experience. The Purchasing department is responsible for the procurement of all items needed in a hotel’s operation as well as the services necessary in installing and maintaining these items. PIE, Marketplace, Insights. For Sample SOP Resources please click here, SOP-AC-01 : Role of AccountsSOP-AC-02 : Accounts Organizational StructureSOP-AC-03 : Accounting MetricsSOP-AC-04 : Salary ProcessingSOP-AC-05 : Various Acts Governing ResortsSOP-AC-06 : Provident FundSOP-AC-07 : Employee State InsuranceSOP-AC-08 : Insurance Requirements of ResortsSOP-AC-09 : Intellectual Property RightsSOP-AC-10 : Asset ManagementSOP-AC-11 : Cost Reduction InitiativesSOP-AC-12 : Service Tax ProceduresSOP-AC-13 : TDS procedureSOP-AC-14 : Professional TaxSOP-AC-15 : Value Added TaxSOP-AC-16 : Luxury Tax, SOP-FO-01 : Batch Close ProcessSOP-FO-02 : Bill PreparationSOP-FO-03 : Bill settlement by cashSOP-FO-04 : Car Amenity for Airport TransferSOP-FO-05 : Car Checking ProcedureSOP-FO-06 : Cash Receipt VoucherSOP-FO-07 : Chauffeur's GuidelinesSOP-FO-08 : Checking and Signing Registration CardSOP-FO-09 : Bill Settlement by City LedgerSOP-FO-10 : Complimentary Room PolicySOP-FO-11 : Dealing with Stay OverSOP-FO-12 : Dealing with Under StaySOP-FO-13 : Delivering WakeUp Call-Front Office ProcedureSOP-FO-14 : DND ProcedureSOP-FO-15 : Doctor on CallSOP-FO-16 : Electronic Locker Safe OpeningSOP-FO-17 : Check In- EscortingSOP-FO-18 : Check In- Filling Up Registration CardSOP-FO-19 : Handling Front Office Master KeySOP-FO-20 : Welcoming and GreetingSOP-FO-21 : Grooming StandardsSOP-FO-22 : Guest Birthday and AnniversarySOP-FO-23 : Handling Guest ComplaintsSOP-FO-24 : Handling Guest Query in PersonSOP-FO-25 : Handling Guest Query over TelephoneSOP-FO-26 : IOwe You (IOU)SOP-FO-27 : Issuing Duplicate Room Key to GuestSOP-FO-28 : Letter Writing FormatSOP-FO-29 : Miscellaneous VoucherSOP-FO-30 : Monitoring and Maintaining RoomSOP-FO-31 : Night Audit ProcessSOP-FO-32 : Paging or Locating a GuestSOP-FO-33 : Paid Out VoucherSOP-FO-34 : Petty Cash VoucherSOP-FO-35 : Check In - Pre RegistrationSOP-FO-36 : Gift or Discount CouponSOP-FO-37 : Posting Charges-Receiving Cash AdvanceSOP-FO-38 : Posting Charges-Receiving Cheque AdvanceSOP-FO-39 : Posting charges-Receiving Advance via Bank TransferSOP-FO-40 : Receiving Courier-Receiving Advance via Bank TransferSOP-FO-41 :Posting Charges-Receiving Credit Card AdvanceSOP-FO-42 : Check In- Group RegistrationSOP-FO-43 : Check In-Registration With ReservationSOP-FO-44 :Check In-Registration Without ReservationSOP-FO-45 : Pre Registration- Room AssignmentSOP-FO-46 : Standard Phrases to AddressSOP-FO-47 : Taking down wake up callSOP-FO-48 : Taking Guest feedbackSOP-FO-49 : UP SellingSOP-FO-50 : VIP Amenity procedureSOP-FO-51 : VIP check in processSOP-FO-52 : Bell Boy Guest Handling Operating Procedure at time of Check-inSOP-FO-53 :Glossary Used in Front Office, SOP-FB-01 : Guest Check-Out Procedure from OutletSOP-FB-02 : Cleaning Ash TraySOP-FB-03 : How to Clear Beverage GlassesSOP-FB-04 : Clearing the TableSOP-FB-05 : Clearing the Table between CoursesSOP-FB-06 : How to Balance a traySOP-FB-07 : Delivering Food Orders from Kitchen to Guest TableSOP-FB-08 : How to Enter guest VillaSOP-FB-09 : Replenishment of SugarSOP-FB-10 : How to spot check floorSOP-FB-11 : Guest Greeting and SeatingSOP-FB-12 : Handling Broken Items on FloorSOP-FB-13 : Handling Guest ComplaintsSOP-FB-14 : Handling Food or Beverage Spilling on GuestSOP-FB-15 : Handling Special Requests or Guest InconvenienceSOP-FB-16 : How to adjust cutlerySOP-FB-17 : Answering Over the PhoneSOP-FB-18 : How to handle and maintain equipmentsSOP-FB-19 : Checking Guest SatisfactionSOP-FB-20 : Procedure to collect StocksSOP-FB-21 : Delivering Guest Complimentary ServiceSOP-FB-22 : Guest Menu CommunicationSOP-FB-23 : Informing Guest about Daily PromotionsSOP-FB-24 : Organizing Special Meal SetupSOP-FB-25 : Preparing Salt & Pepper ShakersSOP-FB-26 : Replenishment of Store StocksSOP-FB-27 : Serving New BeveragesSOP-FB-28 : Procedure to serve tea or coffeeSOP-FB-29 : Procedure for Setting up TableSOP-FB-30 : Presenting Paper Serviette on guest requestSOP-FB-31 : Presenting Menu to GuestSOP-FB-32 : Repeating OrdersSOP-FB-33 : How to serve BreadSOP-FB-34 : How to do suggestive sellingSOP-FB-35 : Taking Food Orders from GuestSOP-FB-36 : Taking Food Orders from Guest over PhoneSOP-FB-37 : Taking reservations over the phoneSOP-FB-38 : How to unfold the napkinSOP-FB-39 : Upselling of Tea, Coffee or DessertSOP-FB-40 : Checking and Storing Beverages StockSOP-FB-41 : Taking Care Of Cigars (Standard and Quality)SOP-FB-42 : Presenting Cigars to GuestSOP-FB-43 : Setting up of Bar Counter for Bar ServicesSOP-FB-44 : Bar Closing ProceduresSOP-FB-45 : Bar HygieneSOP-FB-46 : Procedure to serve cold towels during Guest visit to restaurantSOP-FB-47 : Organising Bar Outlet for the daySOP-FB-48 : Procedure to take Wine ordersSOP-FB-49 : Serving Wine by GlassSOP-FB-50 : Cleaning And Sanitizing Food Contact ServicesSOP-FB-51 : Food And Safety ChecklistSOP-FB-52 : Controlling the time temp during prepSOP-FB-53 : Cooking and Reheating Temp LogSOP-FB-54 : Cooking Potentially Hazardous FoodSOP-FB-55 : Cooling Potentially Hazardous FoodSOP-FB-56 : Cooling Temperature LogSOP-FB-57 : Damage or discarded product logSOP-FB-58 : Date Marking Ready-To-Eat Potential Hazardous FoodSOP-FB-59 : Employee Food Safety Training RecordSOP-FB-60 : Food Contact Surfaces Cleaning and Sanitizing LogSOP-FB-61 : Handling a Food recallSOP-FB-62 : Holding Hot and Cold Potential Hazardous FoodSOP-FB-63 : Personal HygieneSOP-FB-64 : Preventing Contamination at Food BarsSOP-FB-65 : Preventing Cross Contamination During Storage and PreparationSOP-FB-66 : Production LogSOP-FB-67 : Receiving DeliveriesSOP-FB-68 : Receiving LogSOP-FB-69 : Refrigeration LogSOP-FB-70 : Reheating Potential Hazardous FoodSOP-FB-71 : Serving Food, SOP-HK-01 : Glossary Used in Resort TechnologiesSOP-HK-02 : Responsibilities of HousekeepingSOP-HK-03 : Duties of Housekeeping PersonnelSOP-HK-04 : Personal Attributes of Housekeeping StaffSOP-HK-05 : Housekeeping Department LayoutSOP-HK-06 : Housekeeping Coordination with Front OfficeSOP-HK-07 : Coordination with Maintenance DepartmentSOP-HK-08 : Housekeeping Coordination with Food and BeveragesSOP-HK-09 : Housekeeping coordination with other departmentsSOP-HK-10 : Management Process of HousekeepingSOP-HK-11 : Minimum Requirements of HousekeepingSOP-HK-12 : Housekeeping Job DescriptionSOP-HK-13 : Housekeeping Position DescriptionSOP-HK-14 : Housekeeping Job Specification, Job List and Job Break DownSOP-HK-15 : Determining Staff Strength in HousekeepingSOP-HK-16 : Housekeeping Staff GuideSOP-HK-17 : Recruitment Process of HousekeepingSOP-HK-18 : Employee Selection ProcedureSOP-HK-19 : Employee TrainingSOP-HK-20 : Scheduling PractisesSOP-HK-21 : Employee MotivationSOP-HK-22 : Performance AppraisalSOP-HK-23 : Guidelines of OutsourcingSOP-HK-24 : Planning Housekeeping OperationsSOP-HK-25 : Housekeeping of Daily Routines and SystemSOP-HK-26 : Housekeeping InventoriesSOP-HK-27 : Composition, care, and cleaning of different surfacesSOP-HK-28 : Guest Floor RulesSOP-HK-29 : Guestroom StatusSOP-HK-30 : Guest-floor ReportableSOP-HK-31 : Public Area CleaningSOP-HK-32 : Housekeeping SupervisionsSOP-HK-33 : Housekeeping of Forms, Records and RegisterSOP-HK-34 : Telephone Call HandlingSOP-HK-35 : Paging Systems and MethodsSOP-HK-36 : Difficult Situation HandlingSOP-HK-37 : Housekeeping BudgetingSOP-HK-38 : Linen and Laundry OperationsSOP-HK-39 : Safety and Security of HousekeepingSOP-HK-40 : Ergonomics in HousekeepingSOP-HK-41 : Pest Control and Waste DisposalSOP-HK-42 : HorticultureSOP-HK-43 : Mini Bar Operating and Tracking Procedure, SOP-HR-01 : Recruitment ProcessSOP-HR-02 : Joining FormalitiesSOP-HR-03 : New Employee OrientationSOP-HR-04 : Employee Personal FileSOP-HR-05 : Salary Processing and DisbursementSOP-HR-06 : Provident FundSOP-HR-07 : ESISOP-HR-08 : Employee BenefitsSOP-HR-09 : Tracking items issued to employeesSOP-HR-10 : LeavesSOP-HR-11 : Organization Code Of ConductSOP-HR-12 : Grievance and Complaints ProcedureSOP-HR-13 : Performance Appraisal, Increment and PromotionSOP-HR-14 : Grooming StandardsSOP-HR-15 : Health And SafetySOP-HR-16 : Interaction With Guests, Managers and ColleaguesSOP-HR-17 : List of EmployeesSOP-HR-18 : Attendance And Time OfficeSOP-HR-19 : Asset registerSOP-HR-20 : Professional Development and TrainingSOP-HR-21 : Disciplinary ProceedingsSOP-HR-22 : Exit and Retention PolicySOP-HR-23 : Transfer PolicySOP-HR-24 : Travel Reimbursement PolicySOP-HR-25 : Rewards and RecognitionSOP-HR-26 : Employee Suggestion SchemeSOP-HR-27 : IT, Email and Social Media Policy, SOP-OM-01 : Terminologies in OMSOP-OM-02 : Roles & Responsibilities Of MaintenanceSOP-OM-03 : Preventive Maintenance Program for Air-ConditioningSOP-OM-04 : Preventive Maintenance Program For Water HeatersSOP-OM-05 : Preventive Maintenance program For Electrical & Electronic Equipment’sSOP-OM-06 : Preventive Maintenance Program For FurnitureSOP-OM-07 : Windows and Glass pane maintenanceSOP-OM-08 : Maintenance FormsSOP-OM-09 : Maintenance & Safe Operation Of VehiclesSOP-OM-10 : Signages within Organization PremisesSOP-OM-11 : Maintenance of Pool side areaSOP-OM-12 : Maintenance of GymSOP-OM-13 : Breakdown Maintenance in Occupied RoomSOP-OM-14 : Interaction and Co-ordination with Other DepartmentsSOP-OM-15 : Maintenance & Upkeep of Fire ExtinguisherSOP-OM-16 : Generator MaintenanceSOP-OM-17 : Utilities ManagementSOP-OM-18 : Asset & Equipment legal CompliancesSOP-OM-19 : Operational Safety of Gas & Electrical Equipment in Production AreasSOP-OM-20 : Inspection & Maintenance of Drainage SystemsSOP-OM-21 : Rain Water HarvestingSOP-OM-22 : Green Initiatives Within Organization PremisesSOP-OM-23 : Pest Control in Organization PremisesSOP-OM-24 : General Precautionary ActionsSOP-OM-25 : Handling of Locks and KeySOP-OM-26 : Control of Inventory and Spare PartsSOP-OM-27 : Maintenance Registers & RecordsSOP-OM-28 : Painting & RenovationSOP-OM-29 : Closets, Washbasins and Bathtubs Maintenance, SOP-SM-01 : The Sales and Marketing OrganizationSOP-SM-02 : Sales and Marketing functionsSOP-SM-03 : Terminologies in Sales and MarketingSOP-SM-04 : The Sales ProcessSOP-SM-05 : Negotiation TechniquesSOP-SM-06 : Customer Relationship ManagementSOP-SM-07 : Effective Techniques in SalesSOP-SM-08 : Marketing TechniquesSOP-SM-09 : Customer Service in SalesSOP-SM-10 : Credit PolicySOP-SM-11 : Booking PolicySOP-SM-12 : Cancellation PolicySOP-SM-13 : Discount Policy, SOP-SE-01 : Public Access AEDSOP-SE-02 : Banquet HallSOP-SE-03 : Blood Borne PathogensSOP-SE-04 : CCTVSOP-SE-05 : Clean up Of Broken Mercury LightBulbsSOP-SE-06 : Fire DrillSOP-SE-07 : First AidSOP-SE-08 : Guest DeathSOP-SE-09 : Guest Floor PatrollingSOP-SE-10 : Hazard CommunicationSOP-SE-11 : In room safe lockerSOP-SE-12 : Legionella Bacteria Growth Prevention in WaterSOP-SE-13 : Lost or Missing PersonsSOP-SE-14 : Dealing With Open FlamesSOP-SE-15 : Personal Protective EquipmentSOP-SE-16 : Safety and Security TrainingSOP-SE-17 : Valet ParkingSOP-SE-18 : Vehicle SafetySOP-SE-19 : VIP HandlingSOP-SE-20 : Incoming Outgoing Vehicle InspectionSOP-SE-21 : Health StandardsSOP-SE-22 : Grooming StandardsSOP-SE-23 : Poisonous Insects and Snake BiteSOP-SE-24 : Incoming Personnel Inspection, For More details about SOP, please click here. 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