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

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

All Hotel Departments - Operating Procedures 

All of the listed procedures are supplied free when you sign up to TrainingScope Lite. “Contact Us” to find out how easy it is.

Alternatively, if you want to purchase any of the procedures, click on the “Downloads” menu tag above and take advantage of the big savings on offer in our current promotion..

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


All Hotel Departments - Operating Procedures  All of the listed procedures are supplied free when you sign up to TrainingScope Lite. “Contact Us” to find out how easy it is. Alternatively, if you want to purchase any of the procedures, click on 

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