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The document presents Hotel Operating Manuals and Standard Operating Procedures (SOPs) that were written by hotel industry veterans to provide references for operating hotel services. These manuals and SOPs will help hotel owners operate their hotels to international standards without paying large franchise fees. The manuals and SOPs cover all aspects of hotel operations from front office to food and beverage to human resources.

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21 views

Index Draft

The document presents Hotel Operating Manuals and Standard Operating Procedures (SOPs) that were written by hotel industry veterans to provide references for operating hotel services. These manuals and SOPs will help hotel owners operate their hotels to international standards without paying large franchise fees. The manuals and SOPs cover all aspects of hotel operations from front office to food and beverage to human resources.

Uploaded by

SofSag
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Based on 24 years of experience in the hotel technical services, we would like to present our Hotel

Operating Manuals & Standard Operating Procedures “SOP.s”. These unique Manuals were written by
Hotel Industry veterans from around the world who believed in the value of having references to base
Hotel Service operations on, 97% of the individual Hotels make use of SOP’s.
We shall provide the Hotel owners and facilitate all needed tools to operate their Hotel operations to the
standards required.At the same time the Hotel will reach the International standards exactly as it would be
a part of a Hotel Management chain or Hotel Franchising group but without paying massive amounts of
money on annual bases for these companies.
IHDWORLD will provide you with the latest in Hotel operation field to enhance the performance of the
Hotels, to leverage the operation of your Hotel to the International Hotel standard, regardless of the
classification or stars of your Hotel, through the followings:
HOTEL OPERATING MANUALS
&
STANDARD OPERATING PROCEDURES “SOP.s”
The Hotel Operation Manual is considered the most important and required tools for operating a
individual hotel or a chain of hotels. Policies and procedures of running a prosperous hotel is very
unique to this exciting industry.
Hotel should be always prepared to deal with many unusual situations that come up when Hotel
manager and staff are running a money making hotel operation.
The hotel operations manuals are designed for keeping the Hotel running its essential daily
operations. The Manuals shall include all Hotel departments such as Front Office, Food & Beverage,
Sales & Marketing, Maintenance, Human Recourses, Accounting, Purchasing and storekeeping.

Below please find the Index


HOTEL OPERATING MANUALS

&

STANDARD OPERATING PROCEDURES


“SOP’s”

HOTEL OPERATING MANUALS

1. Introduction to the Hotel Industry

1.1 Hotel Organization

2. How to Build a Hotel

Parts 1, 2 & 3

3. Introduction to Front Office

3.1 Front Office Management 3.6 Front Office accounting


3.2 Front Office Reservations 3.7 Night Audit
3.3 Guest Registration 3.8 Front Office Yield Management
3.4 Front Office Responsibilities 3.9 Revenue Management
3.5 Checks Out and Settlement 3.10 Front Office up Selling Skills

4. Introduction to Housekeeping

4.1 Housekeeping Management 4.4 Housekeeping Inventory Control


4.2 Guest Room Cleaning 4.5 Laundry Operations
4.3 Public Area Cleaning
5. Food & Beverage Bible

Parts 1, 2 & 3

6. Introduction to Food and Beverage Services

6.1 Styles of Service 6.13 Up Selling Skills in Food and Beverage


6.2 Table Service 6.14 Up Selling Wine
6.3 Basics of Good Restaurant Service 6.15 Banquet Service
6.4 Food and Beverage Mis en Place 6.16 Banquet Sales
6.5 Food and Beverage Reservations 6.17 Costing Food
6.6 Restaurant Service: Sequence of Service 6.18 Costing Beverages
6.7 Beverage Service 6.19 Pricing Menu Items
6.8 Wine Service 6.20 Menu Analysis and Engineering
6.9 Introduction to Wine 6.21 Food and Beverage Guest Payment
6.10 Wine Tasting 6.22 Restaurant Guest Payment Check
6.11 Bartending 6.23 Attributes of Good Service
6.12 Cocktail Making 6.24 Restaurant Design

7. Food and Beverage Management

7.1 Introduction to Kitchen 7.10 Fish and Shellfish


7.2 Kitchen Tools and Equipment 7.11 Poultry and Game
7.3 Knife Skills 7.12 Meat
7.4 Basic Cooking Principles 7.13 Meat cuts
7.5 Stocks and Sauces 7.14 Pasta Making
7.6 Soups 7.15 Basic Principals of Baking
7.7 Appetizers 7.16 Bread Making Process
7.8 Salads Vegetables and Fruits 7.17 Food Presentation and
7.9 Sandwiches Garnishing
7.18 Kitchen Hygiene Standards
8. Cost Control

8.1 Budgeting 8.7 Pricing


8.2 Hotel Financial Statements 8.8 Hotel Internal Control
8.3 Cost Control Tools 8.9 Labor Cost Control
8.4 Purchasing Control 8.10 Hotel Cash Management
8.5 Receiving Control 8.11 Cost Management
8.6 Stores Control 8.12 Purchasing and Receiving

9 Hotel Human Recourses

9.1 Hotel Orientation 9.9 Employee Motivation


9.2 Recruiting and Selecting Applicants 9.10 Conflict Resolution At Work
9.3 Employee Performance Appraisal 9.11 Effective Communication
9.4 Service Challenges 9.12 Handling guest Complaints
9.5 The Role of Supervisor 9.13 Quality Customer Service Management
9.6 Telephone Handling Skills 9.14 Time Management
9.7 Teamwork 9.15 Training and Development
9.8 Employee Disciplinary Procedure

10. Hotel Sales and Marketing

10.1 Developing a Hotel Marketing Plan 10.2 SWOT Analysis

11. Role of Hotel General Manager

12. Hotel Security and Loss Prevention

13. Hotel Engineering and Maintenance


STANDARD OPERATING PROCEDURES

“SOP’s”

1. Front Office Standard Operating Procedures

2. Housekeeping Standard Operating Procedures

3. Food and Beverage Standard Operating Procedures

4. Hotel & Resort Spa Standard Operating Procedures

5. Hotel Human Resources Standard Operating Procedures

6. Hotel Finance Standard Operating Procedures

7. Hotel Sales & Marketing Standard Operating Procedures

8. Engineering and Maintenance Standard Operating Procedures

9. Kitchen Standard Operating Procedures Manual

10. Employee Handbook (Restaurant)

11. Hotel Manager on Duty Manual

12. Hotel Fire Safety Plan Manual

13. Hotel Health & Safety Manual

14. Hotel Guest Directory

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