In the hotel industry where excellent, consistent service is a key factor in success, standard operating procedures, or SOPs, play an important role.
Most unique front office training manual in the market. 231 Professionally written Hotel Front Office Standard Operating Procedures (SOP) collection. Highly recommended for professional front office staffs in hotel or restaurant and hotel management students. No practical experience needed.
- The front office is located near the main entrance of the hotel. The front office structure can be viewed in two ways: the physical setup and the operational structure of the department. Physical Setup of Front Office The physical setup includes key-hanging boards, bell desk and guest-mail handling register.
- Hotel and motel front office attendants usually work shifts, including evenings, weekends and public holidays. Employment Opportunities for a Hotel and Motel Front Office Attendant Hotel and motel front office attendants are employed by hotels, motels, resorts, guesthouses and hostels throughout the country.
Identification
A hotel's standard operating procedure sets out the policies and protocols of a hotel in a written format that's easily accessible to hotel employees. A typical standard operating procedure has three parts: a purpose, or the clearly stated task the SOP details and what its expected results should be; a procedure, or step-by-step guide to tackling the task; and resources, including hotel staff, other employees or management and databases or other references.
Hotel Front Office Sop Manual
Function
A hotel standard operating procedure's purpose is to improve guest experience. Standard operating procedures do this by educating hotel staff on the best way to deal with a given situation, from fielding guest complaints to handling fire drills. By creating a guest service structure that's consistent and clearly thought out by top management, hotels can ensure a positive guest experience.
Types
Waves diamond bundle 5.0 download. Hotels might use several different types of standard operating procedures.
Tool procedures focus on specific tasks that hotel staffers might have to deal with. Tool procedures may cover tasks that hotel staff is likely to run into every day, such as late check-out or temperature concerns, as well as rare circumstances, such as fire alarms sounding or elevator malfunctions.
Rule procedures help hotel staffers deal with potentially tricky situations. Rule procedures may cover acceptable employee conduct, such as whether an employee can accept a cash tip from a hotel guest. Rule procedures also may cover guests in sensitive areas such as signs of smoking in a nonsmoking room or a declined credit card.
Job procedures clearly outline an employee's role and responsibilities within the hotel so that expectations are clear.
Benefits
According to HVS, a consulting and service organization that focuses on the hotel and leisure industry, standard operating procedures benefit hotels in a number of ways.
In the competitive hotel industry, a standard operating procedure ensures that a hotel keeps the promises made in its marketing materials and advertisements. Standard operating procedures also ensure that guests get the same treatment each time they visit the hotel. A thorough SOP can help employers with posting future job openings because each employee's role is clearly outlined. Having SOPs also provides a foundation for hotel employees' performance evaluations.
Hotel Front Office Procedure Manual
Considerations
Standard operating procedures may take as long as three months to complete, since in order to be successful they must be tested and evaluated extensively. Hotel standard operating procedures are most successful when employees participate in their creation.
References
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Job Summary
An opportunity has arisen for an Operations Manager to join our Villa Fteam in Jumeirah Zabeel Saray. Reveal formatting in word 2016 for mac.
Sales
- Set the strategies along with the DOSM and implementing sales activities in order to drive business from new clients (additional business to the existing portfolio of key accounts)
- Effectively develop the respective potential accounts and achieve the set revenue targets
- Monitoring market trends, collecting and sharing market intelligence with the team and the management.
- Supporting and communicating Jumeirah’s brand promise” Stay Different”.
- Source new partners to increase market share (concierge companies, high end travel agents, relocation companies, etc)
- Maximise revenue generation based on source market analysis.
- Develop annual Royal Residence strategy together with DOM and DOSM supporting overall hotel’s Commercial Plan aimed to deliver financial targets.
- Establish annual revenue targets for the Royal Residences and utilize as measurement tool.
- Record Sales activities and accomplishments through Sales force
- Contribute to overall Commercial Strategy of JZS through collaboration with Sales, Marketing and Revenue leadership.
Front Office
- To ensure smooth and efficient daily operation of the Residences / Hotel ensuring that all guests and visitors receive an optimum level of service and care at all times.
- Trains, cross –trains, and retrains all Butlers / Guest Relations to execute brand standards.
- Organize/Perform/ Arrange curb side and In Villa/Top Suites check in for VIPs.
- Maintain and Execute room inspections, escorting, pre arrival calls, courtesy calls for VIP guest in house, Post stay emails and follow ups.
- Follow up / reply on guest reviews and complaints.
- Welcomes VIP guests, establish rapport and socialize to become a point of reference during stay and establish long term loyality.
- Directs the activities of Butlers / Guest Relations to create a welcoming experience.
- Establish correct protocol for pre arrival experience ensuring customized services.
- Ensure correct protocol and treatment is prepared and given to our high profile VIP guests.
- Ensure that all guest arrival and departure procedures are completed as defined in the Butler / Guest Relations Manual.
- Ensure that all Guest History Files are well maintained by supervising maintenance of guest history records and carrying out regular spot-checks on the quality & usefulness of the information.
- Handle customer complaints and feedback according to Jumeirah standards ensuring complaints are recorded when necessary.
- Personalization of guest experiences.
- Maintain privacy at all times, as the main point of contract.
Administrational
- Oversee the duty schedule of Butlers / Guest Relations to ensure that there is sufficient supervision and manning for all daily operations.
- Ensure that appraisal are conducted effectively in Residences department and recorded according to Jumeirah Policy.
- Ensure that SOP’s and manual are updated and available for all colleagues.
- Ensure all training for colleagues is conducted and recorded.
- Control review and update SOP’s whenever necessary and ensuring that any changes are communicated to all concerned staff.
- Maintain records of customer feedback and records of action taken to address complaints and negative rating and/or comments.
- Communicate new or amended procedures to relevant departments/colleagues in timely manner, ensuring they have been understood.
Operational
- Assist in the daily operation ensuring to always be a leading example showing excellent customer service skills.
- Attend the daily Rooms Division morning meeting.
- Ensure regular department meetings are being held and that open communication is taking place and outstanding issues are followed in all Residences Department.
- Attend Operational and Department Head meetings whenever required and actively participate in achieving common results.
- Build and maintain close relationship with VIP guests to obtain information about how to continuously improve the hotel services
- Meet or ensure proper greetings of VIP’s on arrival according to VIP level and protocol.
- Identify customer service problems and make adjustments to standards, systems and procedures to ensure continued service quality.
- Measure and monitor operational performance to achieve best results at all times.
- Communicates and liaises at all times with Front Office Manager with regards to the daily operation and activities.
- Ensure that the highest quality service is delivered by all team members.
- Lead and motivate the team, ensuring maximum colleague productivity.
- Ensure manning and competence level of selected colleagues is sufficient for the department to meet the needs of the organization and customer
- Maintain open line of communication and ensure customer complaints/feedback is handled effectively and efficiently by liaising with other related departments and complying with Jumeirah & Customer Feedback standards.
- Demonstrate a full understanding and knowledge of all in-house services, facilities, amenities and functions.
- Handle customer complaints and feedback according to Jumeirah and ZS standards ensuring complaints are recorded when necessary.
- Supervise the daily allocation of VIP rooms and selection of appropriate VIP amenities.
- Carry spot-checks on, in-room VIP amenities to ensure that the correct Standard is maintained.
- Ensuring measurable quality objectives are established and actively participate in the review of these objectives.
- Actively promote an awareness of customer requirement.
- Ensure that colleagues are aware of the relevance and importance of their activities and how they contribute to the department objectives.
- Provide constant coaching, counselling and discipline to colleagues to ensure their capability to meet the needs of the customer and the organization.
- Work with Business Excellence for Root Cause Analysis.
Financial
- Issue purchase requests and approve store requisitions, ensuring that departmental stocks are sufficient, but not exceeding the requirement.
- To ensure that all department expenses are in line with the budget and that all costs are strictly controlled with focus on amenity costs
Other Duties
- Motivate colleagues and provides a work environment which brings out the best in team members
- Supports individual team members to achieve personal & professional goals
- Responsible to enhance skills of colleagues and team leader in various aspects of operations by constantly monitoring their performance levels.
- Achieves work objectives through effective delegation
- Undertakes bi-monthly feedback sessions for relevant team members
- Ensures that all employees follow health & safety rules and procedures.
- Takes corrective action when required to improve safety of work areas.
- Provides training to ensure all team members develop & grow
Qualifications
The ideal candidate for this position will have the following experience and qualifications:
- Able to converse and resolve guest complaints/issues in a calm and professional manner
- Detail-oriented, organized and very flexible with working extended hours
- Energetic with a positive attitude
- Diploma or Degree equivalent Hotel related education
- Minimum 02 years hotel leadership experience, including Guest Service / Sales Supervisory/Management experience
- Proficient in OPERA PMS
- Proficient in Windows – Word, Excel, PowerPoint
- Proficient in Outlook
- Language Skills such as Arabic, German or Russian would be of advantage
- Leadership skills
- Personal interaction skills
- Understanding of Cost Controlling
- Interviewing and hiring, disciplinary action, coaching, counselling