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Hospitality SOPs
Industry Overview
General trends about the industry
Industry Structure
The different types of players in the industry
Regulators across the globe
Typical Processes
The list of Hospitality SOPs
Hospitality SOPs – Accounts
SOP-AC-01 : Role of Accounts
SOP-AC-02 : Accounts Organizational Structure
SOP-AC-03 : Accounting Metrics
SOP-AC-04 : Salary Processing
SOP-AC-05 : Various Acts Governing Resorts
SOP-AC-06 : Provident Fund
SOP-AC-07 : Employee State Insurance
SOP-AC-08 : Insurance Requirements of Resorts
SOP-AC-09 : Intellectual Property Rights
SOP-AC-10 : Asset Management
SOP-AC-11 : Cost Reduction Initiatives
SOP-AC-12 : Service Tax Procedures
SOP-AC-13 : TDS procedure
SOP-AC-14 : Professional Tax
SOP-AC-15 : Value Added Tax
SOP-AC-16 : Luxury Tax

Hospitality SOPs – Front Office

SOP-FO-01 : Batch Close Process
SOP-FO-02 : Bill Preparation
SOP-FO-03 : Bill settlement by cash
SOP-FO-04 : Car Amenity for Airport Transfer
SOP-FO-05 : Car Checking Procedure
SOP-FO-06 : Cash Receipt Voucher
SOP-FO-07 : Chauffeur’s Guidelines
SOP-FO-08 : Checking and Signing Registration Card
SOP-FO-09 : Bill Settlement by City Ledger
SOP-FO-10 : Complimentary Room Policy
SOP-FO-11 : Dealing with Stay Over
SOP-FO-12 : Dealing with Under Stay
SOP-FO-13 : Delivering WakeUp Call-Front Office Procedure
SOP-FO-14 : DND Procedure
SOP-FO-15 : Doctor on Call
SOP-FO-16 : Electronic Locker Safe Opening
SOP-FO-17 : Check In- Escorting
SOP-FO-18 : Check In- Filling Up Registration Card
SOP-FO-19 : Handling Front Office Master Key
SOP-FO-20 : Welcoming and Greeting
SOP-FO-21 : Grooming Standards
SOP-FO-22 : Guest Birthday and Anniversary
SOP-FO-23 : Handling Guest Complaints
SOP-FO-24 : Handling Guest Query in Person
SOP-FO-25 : Handling Guest Query over Telephone
SOP-FO-26 : IOwe You (IOU)
SOP-FO-27 : Issuing Duplicate Room Key to Guest
SOP-FO-28 : Letter Writing Format
SOP-FO-29 : Miscellaneous Voucher
SOP-FO-30 : Monitoring and Maintaining Room
SOP-FO-31 : Night Audit Process
SOP-FO-32 : Paging or Locating a Guest
SOP-FO-33 : Paid Out Voucher
SOP-FO-34 : Petty Cash Voucher
SOP-FO-35 : Check In – Pre Registration
SOP-FO-36 : Gift or Discount Coupon
SOP-FO-37 : Posting Charges-Receiving Cash Advance
SOP-FO-38 : Posting Charges-Receiving Cheque Advance
SOP-FO-39 : Posting charges-Receiving Advance via Bank Transfer
SOP-FO-40 : Receiving Courier-Receiving Advance via Bank Transfer
SOP-FO-41 :Posting Charges-Receiving Credit Card Advance
SOP-FO-42 : Check In- Group Registration
SOP-FO-43 : Check In-Registration With Reservation
SOP-FO-44 :Check In-Registration Without Reservation
SOP-FO-45 : Pre Registration- Room Assignment
SOP-FO-46 : Standard Phrases to Address
SOP-FO-47 : Taking down wake up call
SOP-FO-48 : Taking Guest feedback
SOP-FO-49 : UP Selling
SOP-FO-50 : VIP Amenity procedure
SOP-FO-51 : VIP check in process
SOP-FO-52 : Bell Boy Guest Handling Operating Procedure at time of Check-in
SOP-FO-53 :Glossary Used in Front Office

Hospitality SOPs – Food & Beverage

SOP-FB-01 : Guest Check-Out Procedure from Outlet
SOP-FB-02 : Cleaning Ash Tray
SOP-FB-03 : How to Clear Beverage Glasses
SOP-FB-04 : Clearing the Table
SOP-FB-05 : Clearing the Table between Courses
SOP-FB-06 : How to Balance a tray
SOP-FB-07 : Delivering Food Orders from Kitchen to Guest Table
SOP-FB-08 : How to Enter guest Villa
SOP-FB-09 : Replenishment of Sugar
SOP-FB-10 : How to spot check floor
SOP-FB-11 : Guest Greeting and Seating
SOP-FB-12 : Handling Broken Items on Floor
SOP-FB-13 : Handling Guest Complaints
SOP-FB-14 : Handling Food or Beverage Spilling on Guest
SOP-FB-15 : Handling Special Requests or Guest Inconvenience
SOP-FB-16 : How to adjust cutlery
SOP-FB-17 : Answering Over the Phone
SOP-FB-18 : How to handle and maintain equipments
SOP-FB-19 : Checking Guest Satisfaction
SOP-FB-20 : Procedure to collect Stocks
SOP-FB-21 : Delivering Guest Complimentary Service
SOP-FB-22 : Guest Menu Communication
SOP-FB-23 : Informing Guest about Daily Promotions
SOP-FB-24 : Organizing Special Meal Setup
SOP-FB-25 : Preparing Salt & Pepper Shakers
SOP-FB-26 : Replenishment of Store Stocks
SOP-FB-27 : Serving New Beverages
SOP-FB-28 : Procedure to serve tea or coffee
SOP-FB-29 : Procedure for Setting up Table
SOP-FB-30 : Presenting Paper Serviette on guest request
SOP-FB-31 : Presenting Menu to Guest
SOP-FB-32 : Repeating Orders
SOP-FB-33 : How to serve Bread
SOP-FB-34 : How to do suggestive selling
SOP-FB-35 : Taking Food Orders from Guest
SOP-FB-36 : Taking Food Orders from Guest over Phone
SOP-FB-37 : Taking reservations over the phone
SOP-FB-38 : How to unfold the napkin
SOP-FB-39 : Upselling of Tea, Coffee or Dessert
SOP-FB-40 : Checking and Storing Beverages Stock
SOP-FB-41 : Taking Care Of Cigars (Standard and Quality)
SOP-FB-42 : Presenting Cigars to Guest
SOP-FB-43 : Setting up of Bar Counter for Bar Services
SOP-FB-44 : Bar Closing Procedures
SOP-FB-45 : Bar Hygiene
SOP-FB-46 : Procedure to serve cold towels during Guest visit to restaurant
SOP-FB-47 : Organising Bar Outlet for the day
SOP-FB-48 : Procedure to take Wine orders
SOP-FB-49 : Serving Wine by Glass
SOP-FB-50 : Cleaning And Sanitizing Food Contact Services
SOP-FB-51 : Food And Safety Checklist
SOP-FB-52 : Controlling the time temp during prep
SOP-FB-53 : Cooking and Reheating Temp Log
SOP-FB-54 : Cooking Potentially Hazardous Food
SOP-FB-55 : Cooling Potentially Hazardous Food
SOP-FB-56 : Cooling Temperature Log
SOP-FB-57 : Damage or discarded product log
SOP-FB-58 : Date Marking Ready-To-Eat Potential Hazardous Food
SOP-FB-59 : Employee Food Safety Training Record
SOP-FB-60 : Food Contact Surfaces Cleaning and Sanitizing Log
SOP-FB-61 : Handling a Food recall
SOP-FB-62 : Holding Hot and Cold Potential Hazardous Food
SOP-FB-63 : Personal Hygiene
SOP-FB-64 : Preventing Contamination at Food Bars
SOP-FB-65 : Preventing Cross Contamination During Storage and Preparation
SOP-FB-66 : Production Log
SOP-FB-67 : Receiving Deliveries
SOP-FB-68 : Receiving Log
SOP-FB-69 : Refrigeration Log
SOP-FB-70 : Reheating Potential Hazardous Food
SOP-FB-71 : Serving Food

Hospitality SOPs – Housekeeping

F
SOP-HK-01 : Glossary Used in Resort Technologies
SOP-HK-02 : Responsibilities of Housekeeping
SOP-HK-03 : Duties of Housekeeping Personnel
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SOP-HK-04 : Personal Attributes of Housekeeping Staff
SOP-HK-05 : Housekeeping Department Layout
SOP-HK-06
' : Housekeeping Coordination with Front Office
SOP-HK-07 : Coordination with Maintenance Department
SOP-HK-08 : Housekeeping Coordination with Food and Beverages
+
SOP-HK-09 : Housekeeping coordination with other departments
SOP-HK-10 : Management Process of Housekeeping
)
SOP-HK-11 : Minimum Requirements of Housekeeping
SOP-HK-12 : Housekeeping Job Description
SOP-HK-13 : Housekeeping Position Description
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SOP-HK-14 : Housekeeping Job Specification, Job List and Job Break Down
SOP-HK-15 : Determining Staff Strength in Housekeeping
%
SOP-HK-16 : Housekeeping Staff Guide
SOP-HK-17 : Recruitment Process of Housekeeping
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SOP-HK-18 : Employee Selection Procedure
SOP-HK-19 : Employee Training
SOP-HK-20 : Scheduling Practises
#
SOP-HK-21 : Employee Motivation
SOP-HK-22 : Performance Appraisal
SOP-HK-23 : Guidelines of Outsourcing
SOP-HK-24 : Planning Housekeeping Operations
SOP-HK-25 : Housekeeping of Daily Routines and System
SOP-HK-26 : Housekeeping Inventories
SOP-HK-27 : Composition, care, and cleaning of different surfaces
SOP-HK-28 : Guest Floor Rules
SOP-HK-29 : Guestroom Status
SOP-HK-30 : Guest-floor Reportable
SOP-HK-31 : Public Area Cleaning
SOP-HK-32 : Housekeeping Supervisions
SOP-HK-33 : Housekeeping of Forms, Records and Register
SOP-HK-34 : Telephone Call Handling
SOP-HK-35 : Paging Systems and Methods
SOP-HK-36 : Difficult Situation Handling
SOP-HK-37 : Housekeeping Budgeting
SOP-HK-38 : Linen and Laundry Operations
SOP-HK-39 : Safety and Security of Housekeeping
SOP-HK-40 : Ergonomics in Housekeeping
SOP-HK-41 : Pest Control and Waste Disposal
SOP-HK-42 : Horticulture
SOP-HK-43 : Mini Bar Operating and Tracking Procedure

Hospitality SOPs – HR & Admin

SOP-HR-01 : Recruitment Process
SOP-HR-02 : Joining Formalities
SOP-HR-03 : New Employee Orientation
SOP-HR-04 : Employee Personal File
SOP-HR-05 : Salary Processing and Disbursement
SOP-HR-06 : Provident Fund
SOP-HR-07 : ESI
SOP-HR-08 : Employee Benefits
SOP-HR-09 : Tracking items issued to employees
SOP-HR-10 : Leaves
SOP-HR-11 : Organization Code Of Conduct
SOP-HR-12 : Grievance and Complaints Procedure
SOP-HR-13 : Performance Appraisal, Increment and Promotion
SOP-HR-14 : Grooming Standards
SOP-HR-15 : Health And Safety
SOP-HR-16 : Interaction With Guests, Managers and Colleagues
SOP-HR-17 : List of Employees
SOP-HR-18 : Attendance And Time Office
SOP-HR-19 : Asset register
SOP-HR-20 : Professional Development and Training
SOP-HR-21 : Disciplinary Proceedings
SOP-HR-22 : Exit and Retention Policy
SOP-HR-23 : Transfer Policy
SOP-HR-24 : Travel Reimbursement Policy
SOP-HR-25 : Rewards and Recognition
SOP-HR-26 : Employee Suggestion Scheme
SOP-HR-27 : IT, Email and Social Media Policy

Hospitality
SOP-OM-01SOPs – Operations
: Terminologies & Maintenance
in OM
SOP-OM-02 : Roles & Responsibilities Of Maintenance
SOP-OM-03 : Preventive Maintenance Program for Air-Conditioning
SOP-OM-04 : Preventive Maintenance Program For Water Heaters
SOP-OM-05 : Preventive Maintenance program For Electrical & Electronic Equipment’s
SOP-OM-06 : Preventive Maintenance Program For Furniture
SOP-OM-07 : Windows and Glass pane maintenance
SOP-OM-08 : Maintenance Forms
SOP-OM-09 : Maintenance & Safe Operation Of Vehicles
SOP-OM-10 : Signages within Organization Premises
SOP-OM-11 : Maintenance of Pool side area
SOP-OM-12 : Maintenance of Gym
SOP-OM-13 : Breakdown Maintenance in Occupied Room
SOP-OM-14 : Interaction and Co-ordination with Other Departments
SOP-OM-15 : Maintenance & Upkeep of Fire Extinguisher
SOP-OM-16 : Generator Maintenance
SOP-OM-17 : Utilities Management
SOP-OM-18 : Asset & Equipment legal Compliances
SOP-OM-19 : Operational Safety of Gas & Electrical Equipment in Production Areas
SOP-OM-20 : Inspection & Maintenance of Drainage Systems
SOP-OM-21 : Rain Water Harvesting
SOP-OM-22 : Green Initiatives Within Organization Premises
SOP-OM-23 : Pest Control in Organization Premises
SOP-OM-24 : General Precautionary Actions
SOP-OM-25 : Handling of Locks and Key
SOP-OM-26 : Control of Inventory and Spare Parts
SOP-OM-27 : Maintenance Registers & Records
SOP-OM-28 : Painting & Renovation
SOP-OM-29 : Closets, Washbasins and Bathtubs Maintenance

Hospitality
SOP-SM-01 SOPs – Sales
: The Sales and&Marketing
MarketingOrganization
SOP-SM-02 : Sales and Marketing functions
SOP-SM-03 : Terminologies in Sales and Marketing
SOP-SM-04 : The Sales Process
SOP-SM-05 : Negotiation Techniques
SOP-SM-06 : Customer Relationship Management
SOP-SM-07 : Effective Techniques in Sales
SOP-SM-08 : Marketing Techniques
SOP-SM-09 : Customer Service in Sales
SOP-SM-10 : Credit Policy
SOP-SM-11 : Booking Policy
SOP-SM-12 : Cancellation Policy
SOP-SM-13 : Discount Policy

Hospitality
SOP-SE-01 :SOPs
Public–Access
Security
AED
SOP-SE-02 : Banquet Hall
SOP-SE-03 : Blood Borne Pathogens
SOP-SE-04 : CCTV
SOP-SE-05 : Clean up Of Broken Mercury LightBulbs
SOP-SE-06 : Fire Drill
SOP-SE-07 : First Aid
SOP-SE-08 : Guest Death
SOP-SE-09 : Guest Floor Patrolling
SOP-SE-10 : Hazard Communication
SOP-SE-11 : In room safe locker
SOP-SE-12 : Legionella Bacteria Growth Prevention in Water
SOP-SE-13 : Lost or Missing Persons
SOP-SE-14 : Dealing With Open Flames
SOP-SE-15 : Personal Protective Equipment
SOP-SE-16 : Safety and Security Training
SOP-SE-17 : Valet Parking
SOP-SE-18 : Vehicle Safety
SOP-SE-19 : VIP Handling
SOP-SE-20 : Incoming Outgoing Vehicle Inspection
SOP-SE-21 : Health Standards
SOP-SE-22 : Grooming Standards
SOP-SE-23 : Poisonous Insects and Snake Bite
SOP-SE-24 : Incoming Personnel Inspection

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