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
In Process and Coming Soon
Security Operating Procedures
Workplace Health & Safety
and a whole lot more.
Also Currently Available;
F&B GENERAL
FB-Assisting Guests with Special Needs
FB-Cash Deposit Procedure
FB-Docket Control
FB-Entertainment and Officers Checks
FB-Guests Awaiting Seating
FB-Breakages
FB-Linen
FB-Processing Payments
FB-Spillages
FB-Maintaining Stock Levels
FB-Outlet Cash Float
FB-Outlet Repairs and Maintenance
FB-Post Service Debrief
FB-Pre-Service Briefing
FB-Storing Goods and Equipment
FB-Voids and Cancelled Checks
FB-Weekly Duty Roster
FB-Closing Duties
FB-Guest Confidentiality
FB-Managing Guest Conflict
FB-Opening Duties
ROOM SERVICE (IRD)
FBI-Charging Amenities
FBI-Cleaning Trolleys and Hot Boxes
FBI-Collecting Breakfast Orders
FBI-Daily Amenities Setup
FBI-Delivering Guest Amenities
FBI-Delivering the IRD Order
FBI-Floor Checks
FBI-Guest Requests Delivery at Door
FBI-Linen
FBI-No Answer at Delivery
FBI-Order Payment
FBI-Input Order to POS
FBI-Preparing Breakfast Orders
FBI-Special Requests
FBI-Taking an Order
FBI-Trolley and Tray Setup
FBI-Trolley Collection from Rooms
RESTAURANTS
FBR-Adjusting Cutlery
FBR-Beverage Service
FBR-Breakfast Service
FBR-Buffet Setup
FBR-Champagne Service
FBR-Clearing a Buffet
FBR-Clearing Courses
FBR-Coffee Service
FBR-Food Service
FBR-Greeting Guests
FBR-Guest Departure
FBR-Crockery
FBR-Cutlery
FBR-Glassware
FBR-Kitchen Coordination
FBR-Maintaining the Buffet
FBR-Presenting the Guest Check
FBR-Presenting the Menu and Specials
FBR-Refreshing a Table
FBR-Reservations Management
FBR-Restaurant Cleanliness
FBR-Restaurant Setup
FBR-Seating Guests
FBR-Seating Plan Management
FBR-Special Requests
FBR-Steps of Service
FBR-Taking a Beverage Order
FBR-Taking a Food Order
FBR-VIP Guests
FBR-Wine Service
Department: Kitchen Procedures
and Stewarding Procedures
Task
KITCHEN
KIT-Cooking Hamburger Meat
KIT-Hygiene – Gloves
KIT-First Aid
KIT-Food Allergy Awareness
KIT-Food Use by Dates
KIT-Preparation of Raw Dishes
KIT-Reheating Food
KIT-Frozen Oysters
KIT-Cleaning and Handling Knives
KIT-Food Cooling
KIT-Cutting Boards
KIT-Goods Receiving and Transfer
KIT-Maintaining Buffet Temperatures
KIT-Maintaining Freezer Temperatures
KIT-Food – Thawing
KIT-Maintaining Coolers and Freezers
KIT-Hygiene – Personal
KIT-Hygiene – Hand Washing
KIT-Prepared Food Coding System
KIT-Prepared Foods Shelf Life
KIT-Storage of Dry Goods
KIT-Storage of Frozen Goods
KIT-Storage of Raw and Cooked Foods
KIT-Storage of Refrigerated Food
KIT-Transferring Hot Food
KIT-Vacuum Packaging of Food
STEWARDING
ST-Chemicals to Use
ST-Equipment Cleaning Schedule
ST-Chemical Storage and Handling
ST-Cleaning Operating Equipment
ST-Cleaning Cutting Boards
ST-Cleaning Deep Fryers
ST-Cleaning Dishwashing Section
ST-Cleaning the Dough Roller
ST-Cleaning Exhaust Hood Filters
ST-Cleaning Salamanders
ST-Cleaning Stock Pots
ST-Cleaning Tiled and Painted Walls
ST-Cleaning Tiled Floors
ST-Cleaning Trolleys, Racks and Shelves
ST-Cleaning Stove Tops
ST-Cleaning Stove Burners
ST-Daily Stewarding Procedures and Schedule
ST-Dishwashing Area Setup
ST-Health and Safety Procedures
ST-Maintenance Reporting
ST-Operating Dry and Wet Vacuum Machines
ST-Operating the Burnishing Machine
ST-Polishing Chafing Dishes
ST-Pot Wash Area Cleaning and Maintenance
ST-Replacing Oil in Deep Fryers
ST-Setup and Clearing of Banqueting Stations
ST-Inventory Par Stock System
ST-Inventory, Stocktaking
ST-Chemical Requisition
ST-Cleaning the Garbage Bin Room
ST-Cleaning Garbage Bins
ST-Polishing Silverware
ST-Silverware Cleanliness and Maintenance
ST-Crockery Cleaning and Maintenance
ST-Crockery General Handling and Storage
ST-Cleaning Cutlery
ST-Cutlery General Handling and Storage
ST-Stainless Steel Cutlery Upkeep
ST-Pot Wash and Cleanliness
ST-Pot Wash Storage
ST-Clearing the Garbage
ST-Glassware Cleaning and Maintenance
ST-Glassware General Handling and Storage
ST-Cleaning Exhaust Hood Filters
ST-Cleaning the Tilt Pans
ST-Avoiding Breakages
ST-Clean and Maintain Restaurant Domes
ST-Cleaning Drains
ST-Cleaning Floor Mats
ST-Cleaning Floors
ST-Cleaning Fridges and Freezers
ST-Cleaning Meat Slicer
ST-Cleaning Large Mixer (non removable bowl)
ST-Cleaning Small Mixer (removable bowl)
ST-Cleaning Ovens, Grills and Griddles
ST-Cleaning Pastry Oven
ST-Cleaning Portable Hot Boxes
ST-Cleaning Steam Ovens
ST-Cleaning the Loading Dock
ST-Dishwashing Machine Operation
(Department: Spa Procedures- Work in Progress
Department: Health Club Procedures -Work in Progress
Department: Security Procedures-Work in Progress)
Currently Available;
Department: HR & Training Procedures
Task
HR-Employee Commencement
HR-Personnel File
HR-Employee’s Personal Record Changes
HR-Code of Conduct
HR-Competency Certification
HR-Confirmation and Contract Renewal
HR-Training – Cross Training
HR-Departing Employee
HR-Orientation – Department
HR-Department Training Kit
HR-Disciplinary Procedures
HR-Employee Requisition
HR-Employment Procedure
HR-External Application
HR-Termination – Finalization Pay
HR-Grooming Standard
HR-Orientation – Hotel – Kit
HR-Orientation – Hotel
HR-Human Resources Induction
HR-Internal Candidates
HR-Issued Items
HR-Locker Inspection
HR-Misconduct Form
HR-Multi Skilling Program
HR-Orientation – New Employees Checklist
HR-Training – On-going
HR-Payroll – Overtime
HR-Payroll – Time & Attendance-Management
HR-Payroll-Time & Attendance-Non Management
HR-Performance Appraisal
HR-Termination Notice
HR-Training – Standard
HR-Use of Hotel Facilities
HR-Workplace Harassment
(Department Finance & Admin Procedures
Work in Progress)
Department Marketing Procedures
Including Sales Procedures
and Public Relations Procedures
Task
SM-Sales – Account Action Criteria
SM-Sales – Account Files
SM-Sales – Account Management
SM-Sales – Market Segments Criteria
SM-Sales – Action Plans
SM-Advertising Placement
SM-Event – Banquet Menus and Packages
SM-Booking Requests By Fax
SM-Booking Requests Overview
SM-Business Referrals
SM-Business Trips
SM-Collateral Production
SM-Complimentary Rooms
SM-Handling Complaints
SM-Confidentiality
SM-Contract Administration
SM-Sales – Daily Briefing
SM-Deposit Policy
SM-Direct Mailing
SM-Entertainment: Sales
SM-Event – Conclusion
SM-Event – Inquiries
SM-Event – Invoicing
SM-Event – Order – Issue
SM-Event – Quotations – Issue
SM-Event – Proposal – Issue
SM-Event –on the Day and Underway
SM-Event – Daily Summary
SM-Event – Survey After Event
SM-Gift Certificate Donation Requests
SM-Give Away items
SM-VIP – Government Guests
SM-Group – Cancellation
SM-Group – Confirmation
SM-Group – Administraing
SM-Group – Inquiries
SM-Staff – Activity and Performance
SM-Media – and Public Inquiries
SM-Media – Press Releases
SM-Media – Relationships
SM-Media – Interviews
SM-Meeting – Monthly Sales & Marketing
SM-Report – Monthly MICE
SM-Performance Monitoring
SM-PR – Photo Shoot
SM-PR Presentation
SM-Room Rate Integrity
SM-Room Upgrades
SM-Sales – Administration
SM-Sales – Blitz
SM-Sales – Calls – Individual
SM-Sales – Calls – Joint
SM-Sales – Management System
SM-Site Inspection – Media
SM-Site Inspection – Planned
SM-Site Inspection – Unplanned
SM-Room – Sold Out
SM-VIP – Guests
SM-Report – Lost Business
Department Engineering Procedures
Title
A Clean Workplace
Air Conditioner Maintenance
Asset Controls
Battery Maintenance
Bearing Condition And Operation Checks
Chiller Readings
Department Log Book
Electrical Equipment Maintenance
Electrical Switchboard Maintenance
Electronic Door Lock Batteries-Change
Emergency Generator
Employee Rosters
Fault Finding
Fire and Emergency System Checks
Furniture Repairs
Hydraulic Hose Maintenance
Key Control
Kitchen Equipment
Light Bulb Inventory
Lighting Checks
Maintain Hotel Plant Rooms
Maintenance Requests Process
Morning Briefing
Non R&M Work Request
Operating Inventories
Operating Machinery and Equipment
Painting to Standard
Plant Inspections
Preventative Maintenance Scheduling
Replacement of Defective TV’s
Shift Duties and Responsibilities
Spare Parts Ordering
Staff Behavior Standard and Guidelines
Supervision of Work
Tools
Tool Inventories
Work Assignment
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