SPHM HOSPITALITY S.O.P, MANUAL,
HAND BOOK AND JOB-DES
Hotel Room Division
3.1 Reservations
Every journey starts with a first step... Reservations!
Whether your hotel still features a classic reservations department, a revenue management center or the role has been integrated with the duties of the front desk staff, this section will provide the details and know how concerning reservations management.
3.2 Telephone Operations
Once upon a time the telephone operator was the first contact between a guest and the hotel.
With more and more hotels eliminating this department and the role of the operator being relegated to the receptionists, the role itself remains a vitally important part of the overall guest experience and should therefore be studied and understood well.
3.3 GSA / Front Desk Operations
Guests should always feel that all their questions can be answered at the Front Desk.
For most guest their first encounter with a member of staff is with the receptionist who does the check-in and hopefully displays a professional, knowledgeable and courteous manner which gives the guest a feeling of comfort and trust. No matter what happens during their stay, if they felt well taken care of at the time of entering the hotel, that is where they will go to seek help and assistance should the need arise.
3.4 Concierge & Belldesk
Who knows more about the hotel, its people, services and environment than the hotel's Concierge?
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While the average guest only avail themselves of the baggage services offered, this department can be indispensable to others seeking to explore the city their in and the things to do.
3.5 Housekeeping
The credo of any good housekeeper is "Your last look is the first look of the guest"!
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Guests expect a perfectly clean and well maintained room. This takes a lot of hard work, attention to detail and consistent work procedures to achieve. This Housekeeping section is full of handy documents to setup and run the department efficiently with top notch quality results.
3.6 Laundry
More and more hotel linen services are being outsourced as the investment cost and the running cost of an in-house laundry is not deemed economically viable.
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Still for many hotels outsourcing is not an option and for those this section provides the necessary documentation to setup, and maintain, an efficient laundry operation.
3.7 Guest Relations
Customer relationship management is embodied either by a dedicated Guest Relations team, or duties being shared among the Front Office members.
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Small acts of generosity spell "Welcome, enjoy your stay" in a wonderful way, be it a welcome letter, room amenities or assistance during ones stay.
3.8 Executive Lounge
The often luxurious private lounge is a fantastic perk for your VIPs and Business Travellers.
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The understated elegance, the quiet comfort and whispered conversations far away from the disruptive noise of hotel lobbies, the elegant food arrangements and attentive competence of dedicated hotel staff ... who doesn't enjoy a good exclusive Lounge.
3.9 Business Center
Once the height of sophistication, now mainly featured in hotels with strong meetings and events business.
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Business Centers remain a great feature where guest can print documents, find a quiet place to work professionally assisted where necessary by a hotel team member.
Some golden rules apply when setting up and servicing this area and the information below may just be helpfull to you.