Hotel Operating Procedures Video 1

for a Brief Overview of how TrainingScope works, click the play button below.

(Use the Top Menu buttons to return to the main site when you have finished watching the presentation video.)


for a Brief Overview of how TrainingScope works, click the play button below. (Use the Top Menu buttons to return to the main site when you have finished watching the presentation video.)

Hotel Operating Procedures Video 2

for a Brief Overview of a typical TrainingScope user site, click the play button below.

(Use the Top Menu buttons to return to the main site when you have finished watching the presentation video.)


for a Brief Overview of a typical TrainingScope user site, click the play button below. (Use the Top Menu buttons to return to the main site when you have finished watching the presentation video.)

Standard Operating Procedures

Hotel Standard Operating Procedures – for any Standards Based Enterprise.

Training Scope is a simple but highly effective software system and process with which to manage your Standard Operating Procedures and the training of Your People in those standards and procedures and the evaluation of how well your staff perform those operating procedures to the required standard, ensuring the delivery of Your Promise to Your Customers. Speed up the opening of new operations or new outlets or the spread of a new culture or critical company process.

Training Scope is ideal for people rich and standards focused businesses, regardless of size.

Are you a privately owned, owner operated or independent operation. To see how you can benefit from partnering with Training Scope, Click here

Are you a training business that is looking for a competitive advantage in your field Click here

Are you a part of an expanding business operation that needs to move quickly Click here

Are you part of a global operator but with the authority and responsibility to make a difference Click here

Don’t have your own written procedures ? Click here

Hotels who engage with Training Scope may benefit from our innovative business model that can free you from the onerous task of writing all of your hotel operating procedures.

Setting up your first hotel? Need a hand? We will work with you to put the dream together. We have the experience we have the know how. We are based in Australia but our business is global.  All you have to do is contact us.


     

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    Operating Procedures

    Hotel Departments - Operating Procedures 

    All of the listed procedures are supplied free in certain circumstances. Visit the HOME page to learn more and see some examples and samples of what we can deliver.

    The Hotel Operating Procedures listed on this page are being added to all of the time by our team of expert writers, who have many years of experience to draw upon. If you want something that is not on our list…go to Contact Us and..need we say it..contact us! or maybe you just have a general inquiry..it costs nothing to “Contact Us”.

    Department Rooms Procedures
    Including      Front Desk Procedures
    and              Reservations Procedures
    and              Concierge/Porters Procedures

    Currently Available;

    Front Office Procedures
    Task

    FD-Arrival Preparations

    FD-Check In Before the Room is Ready

    FD-Check In Walk In Guests

    FD-Check In a Challenged Guest

    FD-Check In a Cash Only Guest

    FD-Check In Day Use

    FD-Check In Groups

    FD-Cash Handling Procedures

    FD-Cash Paid Out

    FD-Advance Deposits

    FD-After Departure Charges

    FD-Agent Voucher Procedure

    FD-Cash Float

    FD-Acceptable Payment Methods

    FD-Check Out Process

    FD-Check Out with Credit Card

    FD-Check Out with Cash

    FD-Check Out Share Rooms

    FD-Check Out by Company Charge

    FD-Check Out by Company Cheque

    FD-Check Out Complimentary Room

    FD-Confirming Room Departures

    FD-Control of Rooms Inventory

    FD-Credit Card Authorization

    FD-Credit Card Cash Advances

    FD-Disputed and Rebated Charges

    FD-Extension of Stay

    FD-Foreign Currency Exchange

    FD-Group Master Accounts

    FD-Group Room Allocations

    FD-Group Check Out

    FD-Check In

    FD-Manual and Miscellaneous Charges

    FD-Guest Room Change

    FD-Reservations by Phone and In Person

    FD-Check In – in the Room

    FD-Late Check Out Charges

    FD-Long Stay Guest Folio and Check Out

    FD-Mail and Message Service

    FD-Guest Feedback

    FD-Manual Credit Card Posting

    FD-Mini Bar Check for Departing Guests

    FD-Miscellaneous Charges

    FD-No Show Guests

    FD-Over Booked Situations

    FD-Preparing Registration Cards for Arriving Guests

    FD-Registration at Busy Times

    FD-Registration Card Review

    FD-Request for a Guests Room Number

    FD-Request for Room Keys

    FD-Room Discrepancies

    FD-Room Upgrades

    FD-Safe Deposit Boxes

    FD-Shift Cashiers Balance

    FD-Shift Cashiering Audit

    FD-Show Room for Site Inspections

    FD-Travellers Cheques

    FD-Guest Turn Away Service

    FD-Unclaimed Deposits

    FD-Group Billings-Verify Accuracy

    FD-Very Important Persons (VIP’s)

    FD-Visitor (non house guest) Registration

    Reservations Procedures
    Task

    RSV-Answering the Phone

    RSV-Report – Arrivals

    RSV-Record of Calls

    RSV-Charge Account to a Third Party

    RSV-Check Availability

    RSV-Codes you Need to Know

    RSV-Establishing Credit and Charge Account

    RSV-External Order for Amenities to Guest Room

    RSV-Gift Voucher Reservation

    RSV-Gift Vouchers – Issue

    RSV-Reservations – Internal

    RSV-Late Check-in and Check-out Times

    RSV-Report – Lost Business

    RSV-Reservations – Matching Guests to Room and Rate

    RSV-Report – Morning Reports

    RSV-No Shows

    RSV-Reservations – Penthouse – Recognition

    RSV-Reservations – Records

    RSV-Reservations – Cancellation-Refund Deposit

    RSV-Reservations – Request for Extra Bedding

    RSV-Reservation Call Back

    RSV-Reservations – Waitlisted

    RSV-Enquiries-Respond by Fax and Email

    RSV-Room Allocations and Blocking

    RSC-Reservation – Guaranteed Reservation

    RSV-Reservation – Amendment

    RSV-Reservation – Cancellation

    RSV-Reservation – Silent Booking

    RSV-Reservation – Taking a Reservation

    RSV-Rates – Industry and Travel Agent

    RSV-Report – VIP-Daily

    RSV-Reservation – VIP Statusing

    RSV-Wholesaler – Account Setup

    Concierge and Porters Procedures
    Task

    CN-Greeting Guests on Arrival

    CN-Assisting Guests on Check In

    CN-Check Out

    CN-Check Out – Farewell the Guest

    CN-Luggage-Groups

    CN-Luggage-Lost by the Airlines

    CN-Luggage-Storage

    CN-Rooming Guests and Room Changes

    CN-Flag Protocol

    CN-Key Control

    CN-Booking Tours or Transport

    CN-Vehicle-Guest -Valet Parking

    CN-Luggage Trolley

    CN-Maintaining the Lobby

    CN-Distribution of Newspapers

    CN-Paging Guests

    CN-Package Delivery Service

    CN-Postage Stamps

    CN-Taxi Service

    CN-Shift Preparation

    CN-Umbrella Service

    CN-Vehicle-Hotel-Accidents

    CN-Driver Waiting for Guests

    CN-Vehicle-Hotel-Logbook & Handover

    CN-Airport Relationships

    Telephones and Business Centre Procedures
    Task

    BC-Appointment and Meeting Services

    BC-Binding Services

    BC-Boardroom Rental

    BC-Business Centre Equipment Rental

    BC-Dealing With Guest Requests

    BC-Gift Shop Transactions

    BC-Internet Use Procedure

    BC-Interpreter and Translator Services

    BC-Local and International Couriers Services

    BC-Maintenance of Business Centre Library

    BC-Meeting Room Rental

    BC-Photocopying Services

    BC-Processing Guest Payment

    BC-Processing Incoming Fax Messages

    BC-Processing Outgoing Fax Messages

    BC-Processing Telephone Calls

    BC-Safety Deposit Box Procedures

    BC-Secretarial Services

    BC-Typing Services

    BC-Workstation- Allocation and Use

    TEL-Call Transfer -Accuracy

    TEL-Calls for Guest Rooms

    TEL-Confidential Stays-Call Handling

    TEL-Connecting Room to Room Calls

    TEL-Dealing with Bomb Threat Calls to the Hotel

    TEL-Dealing with System Failure

    TEL-Do Not Disturb Status Requests

    TEL-Failure to Connect a Call

    TEL-Finding Guests

    TEL-Paging the Guest

    TEL-Personalizing the Guest Experience

    TEL-Baby Sitter Services Requests

    TEL-Communications Co-ordination and Follow Up

    TEL-Guest Complaint Handling

    TEL-Guest Requests for Telephone Numbers

    TEL- Housekeeping Services Requests

    TEL-In Room Dining Requests

    TEL-Overnight Calls

    TEL-Recording Guest Messages

    TEL-Requests for Bell Desk Services

    TEL-Responding to Guest Requests

    TEL-Processing Restaurant Reservation Requests

    TEL-Room Maintenance Requests

    TEL-Screening Calls to Guests

    TEL-Wake Up Calls for Groups

    TEL-Wake Up Calls for FIT’s

     

    Department: Housekeeping Procedures
    and              Laundry Procedures

    Task

    HOUSEKEEPING – Operations Policy Overview

    HK-Housekeeping Carpet Spots

    HK-Requisition Housekeeping Supplies

    HK-Maintenance Requests

    HK-Lost and Found

    HKF-Articles On Loan To Guests

    HKF-Cleaning Guest Rooms

    HKF-Collecting IRD Trays and Trolleys

    HKF-Daily Room Cleaning Process

    HKF-Daily Task Assignment

    HKF-Pick-up and delivery of guest dry cleaning

    HKF-Guest Floors Public Areas Maintenance

    HKF-Guest Room Inspection

    HKF-Breakage of Guest Belongings

    HKF-Room has Do Not Disturb

    HKF-Handling Guest Personal Belongings

    HKF-Guest Refusing Service

    HKF-Handling a Guest Request

    HKF-Room Items Damaged By Guest

    HKF-Key Control

    HKF-Return Laundry to Guest

    HKF-Mini bar Daily Replenishment

    HKF-Mini-bar Cleaning

    HKF-Minibar Check for Departure Rooms

    HKF-Proper Use of Chemicals

    HKF-Request to Open a Guest Room Door

    HKF-Cots and Rollaways

    HKF-Room Status

    HKF-Service Areas Cleanliness and Maintenance

    HKF-Show Rooms

    HKF-Trolley Preparation

    HKF-Turn Down Service

    HKF-Welcome Fruit Set-up

    HKL-Linen – Drying and Folding

    HKL-Laundry Equipment Maintenance

    HKL-Laundry – Fire Safety and Security

    HKL-Guest Laundry – Express Service

    HKL-Guest Laundry Billing

    HKL-Guest Laundry Registration

    HKL-Guest Laundry Complaints

    HKL-Laundry Collection

    HKL-Laundry Drying Process

    HKL-Laundry Marking

    HKL-Laundry Process

    HKL-Linen Control

    HKL-Linen Pressing

    HKL-Linen Washing

    HKL-Remove dirty linen from service rooms

    HKL-Safe Equipment Operation – Laundry

    HKL-Uniform Control

    HKL-VIP Laundry Service

    HKP-Ballroom Cleaning

    HKP-Bronze and Brass Polishing

    HKP-Carpet Shampooing

    HKP-Cleaning Outside Perimeter of the Hotel

    HKP-Lobby Cleaning

    HKP-Cleaning Marble

    HKP-Restaurant Daily Cleaning

    HKP-Sofa and Upholstery Cleaning

    HKP-Window Cleaning

    Department Food & Beverage Service Procedures
    Including      Bars and Beverage Procedures
    and              Banquet Procedures
    and              F&B General Procedures
    and              Room Service (IRD) Procedures
    and              Restaurant Procedures

    Task

    BARS and BEVERAGE

    FBV-Presenting the Guest Check

    FBV-Bar Cleaning

    FBV-Bar Equipment Cleaning and Maintenance

    FBV-Bar Equipment Setup

    FBV-Serving Food and Beverage at the Bar

    FBV-Communicating with Bar Guests

    FBV-Beverage Display Setup

    FBV-Coffee Machine Cleaning and Maintenance

    FBV-Dispensing Food and Beverage

    FBV-Garnishes

    FBV-Making Cold Beverages

    FBV-Making Hot Beverages

    FBV-Making Mixed Drinks and Cocktails

    FBV-Operating Bar Glass Washer

    FBV-Refrigerator Cleaning and Maintenance

    FBV-Stocking the Bar

    FBV-Store Requisitions – Receiving and Preparing

    FBV-Table Service

    FBV-Waste and Consumption Sheets

    BANQUETS

    FBQ-Additional Banqueting Equipment

    FBQ-Additional Room Setups

    FBQ-Service Material Setup

    FBQ-Audio Visual and Specialized Equipment

    FBQ-Banqueting Tables Setup

    FBQ-Bar Service

    FBQ-Beverage Service, Table Side

    FBQ-Booking an External Function

    FBQ-Booking an In-house Function

    FBQ-Buffet Service

    FBQ-Cloak Room Service

    FBQ-Closing Duties, Banquet Rooms

    FBQ-Coffee or Tea Break Service

    FBQ-Customer Service during Functions

    FBQ-Food Service, Plated

    FBQ-Greeting of Guests

    FBQ-Coordination with Guest Liaison

    FBQ-Guest Tables and Chairs Setup

    FBQ-China, Glass and Cutlery

    FBQ-Linen

    FBQ-Opening Duties Banquet Rooms

    FBQ-Outside Catering Functions

    FBQ-Pre and Post Service Briefings

    FBQ-Refreshing a Room

    FBQ-Set up of the Portable Dance Floor

    FBQ-Setting Wine Buckets and Stands

    FBQ-Setting up a Bar

    FBQ-Setting up a Buffet

    FBQ-Setting up a Cocktail Reception

    FBQ-Setting up a Coffee / Tea Break

    FBQ-Setting up a Conference Room

    FBQ-Setting up a Boardroom Meeting

    FBQ-Setting up a Meeting Room

    FBQ-Setting up a Plated Dinner

    FBQ-Setting up a Training Room / Classroom

    FBQ-Side Stations Setup and Required Equipment

    FBQ-Signboards and Nametags

    FBQ-Skirting of Tables and Stages

    FBQ-Special Requests

    FBQ-Storage and Maintenance of Equipment


    Hotel Departments - Operating Procedures  All of the listed procedures are supplied free in certain circumstances. Visit the HOME page to learn more and see some examples and samples of what we can deliver. The Hotel Operating Procedures listed on this 

    Other Features and Benefits

    Features Benefits Business Drivers
    Eight levels of dashboard Flexibility to Macro manage or Micro manage Manage Performance
    Including advanced search “What gets measured, gets done”  
    Flexible reporting options Reports tailored to your needs Manage Performance
    One Place for Everything Integrity in your operating procedures Efficiency,
      Everyone is on the “same page” Customer Satisfaction
    Eight Levels of overview Increase the span of your Training Management Efficiency
      Do more, with less.  
    Archive and record recovery Excellent records protect against false claims Risk Management
    TS can recover to any prior and may provide reductions in costs on some  
    date on specific records forms of insurance.  
    Records available for audit TS provides a clear track record for your System Integrity
    are an assurance of system audit, to ensure that your requirements  
    integrity. are being dutifully followed by your team.  
    E-mail messaging ensure users are always aware of what they need to do At your discretion, utilize an automated e-mail message process to tell the users that they have action messages in Training Scope to attend to. Efficiency
    Re-training  in every S&P is the option to set a mandatory re-train date. Training and procedures, such as hygiene, safety and security measures, etc are mandated for re-training. Also, processes critical to customer satisfaction can be set for retraining at recurring intervals. Customer Satisfaction
    In every position you can set an automatic retrain/review date. Never miss a staff review deadline. Keep your team fully informed of their performance.  Manage Performance
         
    Linked S&P’s Ensures that you maintain the integrity of Customer Satisfaction
    (TS highlights changes that the horizontal flows of customer support  
    may effect a number of departments, and service between the various departments  
    ensuring integrity of processes within your organizational structure.  
    across the organization)    
         
    Downloadable Files. Training Scope reports can be downloaded Efficiency
      as CSV files (example Excel) and then  
      uploaded into a variety of your other  
       systems, based on your needs.  
    Multiple Profiles for Associates(Each associate can have multiple Associate Training Profiles) Provides for cross training of staff into other job roles or “backup” roles, and possible promotional roles.  Retain the history of past training/positions Staff Development and Retention
         

    Schedule of Main Features

    Standards and Procedures Note: You can select to turn off any features that you don’t want to use. 1. Key in the data and ensure that the integrity of your knowledge base is maintained. Once it’s in the system it is easily duplicated by you to wherever YOU need it.
       Two upload methods which can be used concurrently 2. Cut and paste from a Word Doc or key in direct using a word friendly editor. Easier to setup initially and to update – (the editor has similar functionality to Word and is easy to use).
      Both available in “one stop shop” to the associate/colleague
    Job Descriptions Uploaded and attached to Associate/ Colleague folder Easy to update, manage and copy to desired locations Available in “one stop shop” to the associate/colleague
    Process Charts/Maps Uploaded and attached to Associate/ Colleague folder Links to Users profile and cross links to the SOP’s that are relevant to the users part within the overall process.Available in “one stop shop” to the associate/colleague
    Training Profiles Generated by the system New associates have their Training Profile Checklist immediately available. Commence training, start evaluating.
    Available in “one stop shop” to the associate/colleague
    Re-training System generated Re-training parameters are set by you so that no re-training is ever missed.
    Group Training Activity   
    Mandatory by Classification
    Plan, manage classroom/group training.Distribute mandatory procedures and training requirements to selected positions Setup Group training modules and manage as many sessions as you need. Automatic update of all user training profiles when the training is completed.Set “Classifications” or “Grades” for positions and have automated distribution of mandatory procedures and training to the required position profiles across the organization.  i.e. by leadership classification, job grade, or whatever your chosen method is.
    Create New Properties Options are;
    1. complete copy Copy a complete site structure (departments etc) and all relevant materials. (Great if you plan to expand)
    2. custom build Build a structure to suit the new property and copy in the appropriate materials

    Don’t have your own written procedures ?

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    Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.


    Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a 

    Expanding Business Operation ? . . . . Operate a Training Business ?

    Are you a part of an expanding business operation that needs to move quickly or part of a global operator but with the authority and responsibility to make a difference

    Training Scope makes it so easy for you to take everything of value you have captured in your operating procedures at operation/location number one, to operation/location numbers two and three and four and (you get the picture-right!) and in a matter of hours have them setup and ready to go.

    It is even quicker than cut and paste but equally, Training Scope allows you the flexiblity to modify the procedures at each site to meet their own requirements. Afterall, there will always be some aspects that differ, whether it be the culture, the physical attributes of the site or location or the infrastructure of local laws etc.

    On the otherhand, there are some things that must always be the same because they are at the core of who you are. Training Scope recognizes this and that is why there is a mandatory classification which allows you to say….don’t change this…always do it this way.

    It is this area of flexiblity where Training Scope is very strong. The flexibility to be flexible and inflexible…whatever YOU decide, whenever YOU decide and to what degree YOU decide.

    And an important part of growing your new operation is to have the information at your finger tips. Wherever you are in the world you have secure access to the site and all of the information about the staff build up and the progress they are making towards their pre-opening training objectives. With an opportunity to insert your own benchmarks you have the means to keep them all goal focused and you can ratchet up the goals as you approach the critical days leading to the launch date.

    Training Scope puts you in control and allows you the time to deal with all of the other issues surrounding the opening of a new opearion, safe in the knowledge that your team has the means and the knowhow to get you and your business to where they need to be.


    Privately owned, Owner operated

    If you are a privately owned, owner operated or independent operation then read on to see how you can benefit from partnering with Training Scope.

    Think about it. You have your business model and your hotel design established. You know the star level you want to operate at and the features and facilities that you want to market to your target customers. Now what do you need? You need to know every task that has to be completed by your staff in order to operate the systems of your business and deliver the product that you envisage. It is a testing and time consuming thing to come up with the tasks, job designs, performance standard, training program and performance evaluation process. You can’t just pick it off a shelf. It needs to be dynamic and it needs to reflect who you are. We Can Help. Contact Us.

    To watch a short video presentation outlining the basic construction and benefits of the Training system. Click here

    FREE HOTEL OPERATING PROCEDURES

    See our list of free Operating Procedures Click here

    Training Scope offers free access to a library of “Standards & Procedures” that can be downloaded free of charge to your TrainingScope site that we will establish for you when you sign up to the system.

    When you see the range of benefits that Training Scope can offer to your business, we know that you will want to sign up to the system.

    When you know that on top of that we can get you off to a flying start by providing you a platform from which to establish your procedures, you will know you are on a winner.

    You get a system to manage your training, you get a system to manage your procedures (from a base of free Standards & Procedures) and you get a system to manage the evaluation of your staff skill levels.

    One of the secrets of success is to convert the expense of inputs into valuable outcomes for your business and that is the task that Training Scope has been specifically designed to achieve.

    And the other great bit of news is that Training Scope is very scalable. As your business expands and you begin to open new operating sites, Training Scope is there to support the expansion. If you haven’t as yet watched our presentation video, now is the moment to do so. Or email us via our CONTACT US option and tell us a good time to call you to discuss Training Scope. You will be pleasantly surprised how inexpensive Training Scope is and how quickly we can get you up and running.

    We help you to help your people deliver on your promise to your customers.


    Policy Level Operating Procedure

    Sample Stewarding Department Operating Procedure – loaded 9th December, 2010 

    Task/Objective: Chemicals to Use

    Standard

    Only the designated chemicals, correctly handled and applied in line with the manufacturer instructions, are to be used in cleaning and sanitizing the specified pieces of equipment, parts, tools, utensils and surfaces, as detailed in the schedule issued by the Chief Steward.

    Procedure

    The Chief Steward will prepare, distribute and update a “Chemicals to Use” schedule as necessary.

    The “Chemical to Use” schedule and the “Equipment Cleaning Schedule” jointly form the basis of equipment cleaning operations for Stewards.

    The schedule will include instructions regarding the cleaning cloths, scrapers etc to use and the methodology of cleaning or, alternatively, may refer to the equipment manufacturer instructions provided the instructions are readily available to the Stewards.

    All Stewards must familiarize themselves with the schedule and its contents.

    All Stewards must view the schedule, displayed on the department notice board, at the start of every shift and to note any update or message from the Chief Steward.

    If the nominated chemical is not available for a scheduled task, then the first thing to do is revisit the Chemical to Use schedule and see if an alternative chemical has been authorized.

    If there is no nominated alternative then the matter must be reported to the Chief Steward or appointed supervisor and the work on the scheduled equipment suspended until;

    •  the supervisor or Chief Steward has advised an alternate chemical or cleaning process to use.
    •  the Executive Chef or his nominee has advised an alternate chemical or cleaning process to use.

    Under no circumstances is the Steward authorized to use any chemical other than those nominated on the Chemicals to Use schedule or by the managers/supervisor.

    Cleaning applicators and tools such as cleaning cloths, abrasive pads, scrapers etc must also only be used on the specific machinery in line with the instructions and methodology described within the Chemicals to Use schedule or by reference to the equipment manufacturer instructions if they are the nominated source for cleaning instructions.

    Sample of a FREE task level operating procedure. Click here

    See our List of free Operating Procedures Click here