Hotel Manual

Posted on November 6th, 2006 in General by daya

 

As most of you were requesting for the hotel operation manual, i thought i would publish it here, which I have developed sometime ago. Here is the shorter version of it. In case, if you need entire file, mail me, I would be very glad to send it to you.

This manual will be very useful, young hotel managers, new hoteliers, and others interested in knowing in-depth of knowledge of Hotel operation.  Now read through this manual.

 

Subject

Minimum Hotels and Standard Rooms Set Up

 

Section

Rooms

Applies To

All Standard Hotels

 

 

 

 

OBJECTIVES:

  1. To establish the minimum standard in-room amenity setups for the hotel.
  2. To standardize in-room amenities offered in hotel executive rooms and suites.
  3. To establish a policy which will require the hotel to maintain a minimum standard of guest room amenity setups as applicable.

 

POLICY:

It is expected that the hotel is required to maintain a minimum standard of executive, luxury and suite guest room amenity setups as applicable.

 

STANDARDS:

This policy establishes the minimum standards required. However, the hotel will strive hard to exceed minimum standards whenever possible and in the best interest of the guests and the hotel.

 

STANDARDS:

1.         ENTRANCE DOOR:

Quantity

Items

1

Reprogrammable key card access, primary locking device or

1

Secondary locking device – door guard

1

Do not disturb sign

1

Legal notice (per state and local government law) to include departure time

1

Safety and security instructions / and evacuation map

1

One way – 180 degree optical door viewer.

1

Notice advising guest to double lock door when not in use

 

2.         DRESSING DESK TOP:

            Quantity

Items

1

Guest folder (compendium) – hotel quality: to include the followings:

6

Stationary sheets

4

Envelopes

3

Airmail envelopes

2

Airmail envelopes (VIP)

 

 

 

 

 

 

Subject:

Minimum Hotel & Standard Rooms Setup

 

1 / 2

 

Notepads (luxury rooms / suites only)

3

Note cards envelopes (luxury rooms / suites only)

1

Pen – hotel quality

1

Note pad with hotel phone number

2

Telex message forms (if the hotel has a telex machine)

2

Paging forms (where guests can be located: luxury rooms and suites only)

2

Luggage stickers (optional)

1

Directory of guest service (in booklet, and placed separately on the desk)

1

Post card (optional)

1

Room service menu

3

Door knob breakfast menu (at all times)

1

Guest service questionnaire (1 per page)

1

Live plant or fresh cut flower(s) in vase (luxury rooms / suites only)

 

3.         DRAWERS:

            Quantity

Items

1

Religious books (Islamic & Christianity)

1

Swim suit bag (optional) – luxury rooms and suits only

 

4.         CLOTHES CLOSET:

            Quantity

Items

6

Coat hangers with paint bar

2

Coat hangers with skirt clip

2

Coat hangers padded (luxury rooms and suites only)

2

Clothes hooks

1

Tie rack (optional)

2

Plastic laundry bags with laundry and dry cleaning slips / sheets

1

Extra pillow – different fro kind on bed, in a large plastic

2

Bathrobes – (suites, executives and luxury rooms only)

 

5.         BEDDING AND LINEN:

            Quantity

Items

1

Mattress and box springs with safety specifications

1

Bed – with minimum finishes sizes:

1

King size – 76 x 79 ins (193 x 200cm)

1

Queen size – 60 x 79 ins (152 x 200cm)

1

Double size – 53 x 79 ins (135 x 200cm)

1

Twin size – 36 x 79 ins (197 x 200cm)

 

 

 

 

 

 

 

Subject: Minimum Hotel & Standard Rooms Setup

 

6.         COORDINATED LINEN:

            Quantity

Items

1

White or beige colour

2

Designer style (especially in luxury rooms and suites)

3

Minimum sheet length – 115 inches (292cm)

2

Sheets per bed

3

Sheets per bed (suites, executive and luxury rooms only)

1

Coordinated bed spread per bed

1

Blanket per bed – flame resistance

1

 Mattress per bed

2

Pillows for double beds: minimum – 20×26ins (50.8×76.2cm)

4

Pillows for twin beds: minimum – 20×26ins (50.8×76.2cm)

3

Pillows for king bed: minimum – 20×26ins (50.8×76.2cm) or

2

King pillows (optional) – 20.36ins (150.8×91.4cm)

 

 

7.         FURNITURE:

            Quantity

Items

2

Chairs or chaise lounges, comfortable and corrosion resistant

1

Table, corrosion resistant. (these are for balcony furniture, space permits)

2

Chairs, upholstered with arms or comfortable for dinning or working.

1

Couch seat plus desk chair maybe substituted for 2 arm chairs

1

Floor lamp (this eliminate sway lamps)

1

Table – minimum table top surface 101889 inches (6,568 sq.cm); - 1,344 sq. inches (8.671sq.cm). Rectangular shape recommended

 

            NOTE:

1018sq inches area is equal to 36 in diameter round table; 1344sq cm is equal to working desk of 26 x 48 inches.

 

8.         BATH ROOM: (USE “HOTEL QUALITY” CRESTED BATH LINEN):

            Quantity

Items

1

Bath mat – minimum of 20×34ins (50.8×36cm), 9.91bs (4.49kg) per dozen

2

Bath sheets – minimum of 30×60ins (76.20×150.40cm), 18.01bs (8.16kg) per dozen. (suites, executives and luxury rooms only). Bath towel requirement may be reduced to two in these rooms

2

Bath towels – minimum of 27×50ins (68.58×127cm); 13.51lbs (6.12kg) per dozen

 

Subject: Minimum Hotel & Standard Rooms Setup

 

 

2

 

Face towels – minimum of 13×13ins (33.02×33.02cm); 1.316 (.59kg) per dozen

1

Bath rug – non slip

1

Hand towels – minimum of 18×30ins (45.72×76.20cm)

 

9          PERSONAL AMENITY RECOGNIZED WITH BRAND NAME:

            Quantity

Items

1

Shampoo – 102 (29.3ml) bottled

1

Conditioner – 102 (29.3ml) bottled

1

Body lotion – 102 (29.3ml) bottled

1

Bath gel – 102 (29.3ml) bottled

1

Suntan lotion – 102 (29.3ml)

1

Mouth wash – name brand: suites, executives and luxury rooms only

1

Soap facial – 1.25oc (35g) minimum boxed or plastic case

1

Soap deodorant – 2.25oc (64g) – boxed or plastic case – suites, executive and luxury rooms only. Replaces deodorant soap bar, need not to be deodorant type soap

1

Shower cap – boxed, pillow pack or tube

1

Shoe shine mitt (cloth only) or sponge, boxed or plastic case

1

Amenity try or basket

1

Shoe horn – suites, executive and luxury rooms only

1

Soap dish – “hotel quality”: applicable in hotels that do not have a built in soap dish in counter

2

Toilet paper roll – recognized brand name one in holder, one in spare in bath (in holder, or in decorative wrap or covered)

1

Facial tissue – recognized brand name (optional)

3

Glasses – water – “hotel quality” – glass, 802 (227.3ml) minimum size. However, good quality plastic glasses could be used for ground floor rooms or less expensive rooms

1

Bottle opener – fixed

1

Grab bar – on the wall above tub, minimum 300lb pull

1

Ashtray – “hotel quality”, safety type 5ins (12.7cm) minimum diameter

1

Matches – standard fold type ox boxed

1

Waste basket – ignition resistant (plastic)

1

Hair dryer – suites, executive and luxury rooms only

1

Magnifying mirror with light

1

Shower head – pulsating

1

Clothes line – retractable

1

 Shower curtain – fabric with separate liner

1

Clothes hook(s) on back of bathroom door, two hooks required but be one fixed

1

Whirlpool bath tub-in master bedroom suites only

 

Subject: Minimum Hotel & Standard Rooms Setup

 

 

1

Telephone – suites and executives only

1

Amenities to be provided ‘on call’

 

This list is a minimum standard required: housekeeping service, iron, iron board, and hair dryer. Sewing kit, toothbrush, tooth paste, mouth wash, and an optional statement that towels are available at pool on request. However this notice is not required in suites, executive and luxury rooms.

 

10        GENERAL:

            Quantity

Items

1

19ins remote controlled colour TV – one per bedroom

1

24ins remote controlled colour TV – in console in executive or luxury rooms

1

In suites, second TV must be remote control

1

TV channel indicator plate on 19ins

TV, plastic, metal or foil – indicates national network stations, major cable stations, sports, news, and movie channel(s)

NB: Controls for lights, TV, radio, etc may be built into bedside nightstand. Cable TV or satellite reception is required

1

TV programme directory

1

Magazines – for major national, international or leisure publication depending upon market

1

Telephone by bedside, with modern features, push button, long cord to reach table / desk. Phone must have room number and hotel phone number on it

2

Telephone in suites and executive rooms

1

Telephone book with cover located near phone

1

Note pad with ‘hotel quality’ pen – next to phone

1

Note pad holder – executive / luxury rooms only

1

Ashtrays – ‘hotel quality’ – 5ins. (12.7cm) minimum diameter

1

Matches – standard fold type or boxed

1

Newspaper (National) delivered to room (under door if possible on weekends) offered at front desk and restaurants on weekends, complimentary. Strongly recommend having selections at the restaurant.

1

Clock radio – by bed, ‘hotel quality’ with alarm dimmer on read out recommended with instructions and stations

1

Full length mirror with polished edge or frame where not built-in. Drape – 100% black out and sheer curtains should extend all the way to floor if structure of room allows

1

Waste basket by desk; metal or vinge wrapped with metal liner

 

 

Subject: Minimum Hotel & Standard Rooms Setup

 

 

1

Purified drinking water – bottle or flask minimum 24oc (710ml) required in the refrigerator

1

Safe: pay per use – in suites and executive rooms. However, it can be offered as complimentary in the hotel

1

Mini bar – in all rooms

 

 

11        LIGHTING:

All lamp on /off switches should be visible to the guest, convenient, and easy to operate. Closet – light fixture need not to be in closet as long as a minimum lighting level of 10 ft candles is achieved

            Quantity

Items

2

Bedside lamp. One 100watt bulb, or two 60 watt bulbs must provide a minimum of 30 foot candles at reading level while seated in bed

1

Bathroom over sink – two 40 watt fluorescent bulbs minimum, must provide minimum of 30 foot candles at height of 5ft (1.52m) above floor

 

- Incandescent in bathroom – executive and luxury rooms only

 

- Floor lamps 100-watt bulbs must provide 30-foot candles at seating reading level. Three-way fixture (50/100/150 watt bulbs) required for executive and luxury rooms.

 

- Entry way 60 watt bulb minimum, must provide 20 foot candles of light on back of entrance door

 

NOTE:          

Most of items listed and their quantities in minimum hotels standard room set up are applicable to suites, executive and luxury rooms.  Indication is however made where there are differences, the management has full responsibility to increase the quantities of these amenities in suites, executive and luxury rooms.

 

12        KITCHEN AREAS – (SUITES ONLY):

            Quantity

Items

1

Cooking range with oven(s)

1

Mini bar (see mini bar set up)

1

Coffee / tea brewer with fittings

1

Packet regular coffee – 4 cup minimum

1

Tea bags

2

Packet regular sugar, sweet and low, non dairy creamer, stirrer

 

 

 

 

 

Subject: Minimum Hotel & Standard Rooms Setup

 

 

2

Dish ware place settings – coffee mug, dinner plate, cereal bowl desert plate, tea cup and saucers

2

Place settings of stainless knife, fork, teaspoon, soup spoon etc

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Subject

Standard Guest Room Cleaning Service

 

Section

Rooms

Applies To

All Standard Hotels

 

 

 

 

OBJECTIVES:

It has been verified that one of the single most critical elements in the overall guest experience is A CLEAN GUEST ROOM. This objective establishes the minimum standard required ensuring that guest room cleanliness meets the expectations of every potential guest.

 

POLICY:

Every standard hotel will provide a standard daily guest rooms and suites cleaning services.

 

STANDARDS:

1.         SERVICE:

a)      All guest rooms and suites will be cleaned to standard prior to being occupied by the guest

b)      All occupied guest rooms and suites will be cleaned to standard daily

c)      Daily guest room cleaning must begin not earlier than 8.00am. it is management’s responsibility to use its discretion to minimize early noise.

d)     All occupied guest rooms must receive initial cleaning by 4.00pm daily

e)      The hotel must provide complete room attendant cleaning services on an “on call” basis up to a minimum of 7.00pm daily. Partial housekeeping services such as towel replacement, bathroom amenity replacement, etc, should be provided upon request on a daily basis.

f)       A room unoccupied for two or more days must be dusted and checked to be sure it is cleaned to standard prior to the room being occupied.

 

2.         LIST OF TASK FOR HOUSEKEEPING STAFF:

            The tasks listed below are in numerical order but not in performance order:

Task Code

Task Activities

H/01

Cleaning procedures

H/02

Polishing

H/03

Preparing guest room

H/04

Dealing with guest laundry

H/05

Dealing with lost and found property

H/06

Dealing with guests special requests

H/07

Employing personal grooming and hygiene techniques

H/08

Using the telephone

H/09

Preparing public / function rooms

H/10

Dealing with pests

H/11

Receiving and issuing linen

H/12

Dealing with complaints

H/13

Transferring guests

H/14

Taking fire prevention and safety action

H/15

Dealing with repairs and maintenance

H/16

Creating floral and decorative arrangement

H/17

Repairing fabrics

H/18

Removing stains

H/19

Marking fabrics

H/20

Taking action in emergencies

H/21

Coordinating work with front office

H/22

Seasonal closing down

H/23

Planning and controlling work at the department

H/24

Inspecting the guest rooms

H/25

Record keeping

H/26

Giving on-the-job training

H/27

Taking inventory

H/28

Drawing up duty rosters

H/29

Supervising work in the department

H/30

Advising management

 

 

NOTE:

Each of these tasks when being analyzed has specific skill, knowledge and attitudes appropriate for the employee to perform the tasks according to the standard.

 

 

3.        JOB PERFORMANCE STANDARDS - Room Attendants:

The following job tasks should be performed daily in occupied rooms, unless          otherwise indicated, for a room to be considered cleaned “to standard”.

 

a)                  BATHROOM CLEANING: 

1

Clean shower tiles and soap holders

 

Must be free from soap scum and have polished appearance

2

Clean tub and rinse out thoroughly

 

No hair or soap scum should remain in tub

3

Clean and polish tub chrome fixtures

 

No water marks should remain

4

Clean shower curtain liner

5

Scrub clean toilet inclusive of bowl (outside and inside), rim, base, seat cover, chrome fixtures, hinges and water tank

 

Should have polished appearance

6

Clean sinks, sink counter, and polish all sink fixtures

7

Neatly arrange all guest items on the sink counter

8

Clean mirrors and light fixtures leaving no streaks or water marks

9

Clean towel racks. Must be free from dust

10

Wipe clean walls and both sides of both room doors. Remove all sports and finger marks

11

Clean bathroom floor giving special attention to corners and the base of the toilet. No hair should remain on the floor

12

Empty and clean waste basket / ashtray

13

Clean ice bucket and tray (if applicable)

14

Replace used glasses with clean glasses

15

Provide a backup bathroom amenity for all items that have been particularly used by the guest. Replace amenities if the packaging is damaged. Neatly arrange according to standards

16

Replace all used linen. Must be free from holes and trayed corners. Must feel soft to the touch and free from ordour

17

Disconnect all electrical appliances

18

Replace bath rug (after each guest stay)

19

Replace toilet paper, tissue, and matches as needed

20

Clean hair dryer (if applicable) and check for working order

21

Clean amenity ‘on call’ tent card (if applicable)

 

b)                  ENTRANCE AND BEDROOM CLEANING:      

1

Clean entrance door, door frame and door hardware must be free of finger prints

2

Clean full length or closet mirrors, leaving no streak.

3

Clean closet walls, shelves, hanger rod (after check out) if applicable extra blanket and pillow are free of dust

4

Sweep clean or vaccum closet carpet

5

Clean vinyl or painted walls – must be free of sports and marks

6

Clean furniture – must be free of spots, marks and dust polish if necessary

7

Clean and dust mirrors and pictures (high dusting or frame tops)

8

Dust lamps, bulbs and shadders

9

Clean windows and windowsills if necessary. Inside of windows should be free of spots and streaks. Sills free of dust

10

Dust curtains and sheers (vacuum if attachment is provided) if necessary. Must be free of dust. If spotted and dirty, remove for complete cleaning as necessary close sheet curtains

11

Clean and dust bed boards

12

Check under bed and clean out any debris

13

Make-up bed(s). properly replace all sheets, plus blanket and be spread if they need cleaning

14

Remove sofa and hair cushions to clean out any debris (use vacuum attachment if available)

15

Clean phone and recover. Must be free from finger prints

16

Sweep around edges of rooms and behind furniture to remove all debris

17

Empty and wipe clean wastebasket / ashtrays. Place clean linen in waste basket if necessary

18

Replace stationery and any other supplies needed in the room

19

Check and replace any burnt out light bulbs

20

Clean TV set and check for good working order

21

Vacuum and spot clean carpet

 

Note: This must be done daily in all occupied rooms

22

Ensure guest room is free from ordour

23

Remove room service trays and notify room service for pick-up

24

Pick up all guest clothing from the floor or furniture and arrange neatly on sofa or chairs

25

Before leaving the room, stand at the entrance door and look around room to ensure every thing is in place and the room has been cleaned to standard

 

c)         Immediately report to your supervisor all furniture, fixtures, and equipment which are not in working order or which need repair according to the established policies and procedures.

 

d)         Room attendant must knock and announce him or herself prior to entering a guest room.

 

4.         JOB PERFORMANCE STANDARDS - Room Supervisors:

a)         Check every guest room to ensure it has been cleaned to standard and is in good working order before reporting the room as clean and vacant. 

b)         Report all maintenance problems, and place all rooms that do not meet standards out of order according to established policy and procedures

 

5.         ASSUMPTION OF DUTY – Room Attendants:

a)         All Room attendants should report to the house keeping office on assumption of duty, sign in and get their floor assignments.      

-          Pick up their rag, supply basket, room status sheet

-          Report to their respective floor supervisors who give out room keys and room assignments

b)         Every effort should be made by the room attendant not to disturb the guests, even if they haven’t had the slightest foresight to put the sign on the door knob or double lock their doors.

-          Room attendant should not unnecessarily knock on the door thus avoiding the danger of awakening guests. Obviously they are not to knock when door is double locked or “DO NOT DISTURB” sign is displayed.

-          If by 2.30pm a guest is still inaccessible for cleaning by the room attendant, the Supervisor or Executive Housekeeper is notified and the room is checked by phone or in person by

the Executive housekeeper.

 

 

 

 

 

 

 

 

 

Subject

Laundry / Valet Services

 

Section

Rooms

Applies To

All Standard Hotels

 

 

 

 

OBJECTIVES:

1.         To establish minimum basic service quality standards which all standard hotels must offer to the guests.

2.         To establish varying degrees of laundry/valet services to be provided by every standard hotels.

 

POLICY:      

Standard hotels will provide laundry/valet service.

 

STANDARDS:

1.         SERVICE:

(a)        Return all dry cleaned items to the guest thoroughly cleaned, free from wrinkles, and free from odor of chemicals.

(b)        Items for pressing only will be returned to the guest free from wrinkles.

(c)        Replace any buttons broken while being washed or dry cleaned, replace missing buttons.

(d)       Notify guest of all stains which could not be removed, and do not charge guest if results of cleaning were unsatisfactory.

 

NOTE:           If daily service, one (1) hour pressing, overnight laundry/valet services, and/or timeliness standards cannot be provided in house due to lack of space for equipment, and/or outside contract services are not available in the city where the hotel is located, these services can be waived in accordance with.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Subject

Check In / Out

 

Section

Rooms

Applies To

All Standard Hotels

 

 

 

 

OBJECTIVES:

1.         To indicate that the guest’s greatest difficulty in using hotels is checking in and out, and the guest’s strongest attitude statement was “I hate waiting in line”.

2.         To set standards which will ensure a positive guest experience when checking in and out the guests.

3.         To establish key job performance standards for Guest Service Agents(GSA) and Front Desk cashiers.

 

POLICY:

All Standard Hotel will provide adequate front desk facilities and equipment as well as a sufficient number of well-trained staff to provide friendly, efficient and prompt check in and out services.

 

STANDARDS:

 

1.  SERVICE:

(a)        Prompt and efficient check in/out service must be provided 24 hours per day seven day a week.

(b)        Waiting in line, time for check in and out must not exceed 5 minutes 95% of the time and never exceed 10 minutes.

 

2.  JOB PERFORMANCE STANDARDS – GSA/CASHIERS

(a)        Make eye to eye contact with and recognize the guest immediately after the guest approaches the desk (even if busy) then follow Guest Satisfaction System (GSS) standards.

(b)        Use the guest’s name a minimum of 3 times during check in and 2 times of check out.

(c)        Especially recognize VIP guests. GSA’s must inform them of VIP benefits in the Hotel. Do not wait for guests to ask.

(d)       Guest Service Agents at check in must also:-

(i)         Check guest history if available, and if a repeat guest welcome the guest back.  Additional information such as room type preferred should be used in discussing the guest’s current need.

(ii)        Notify all guests of their room rate (unless confidential) at check in.  Do not change rate which exceeds the current rate for the room assigned.

(iii)       If a room is not ready, it is strongly recommended that the guest be offered a complimentary beverage voucher, luggage storage must also be offered.

Note:

If you promise to the guest a room at a certain time be sure you deliver what was promised.

(iv)       Ask guest if they would like the service of a porter, if guest history is available. Discreetly advise bell person if guest is first time person or repeat guest.

(v)        Advice guest of any promotion taking place in the Hotel.

(vi)       Advice guest of special features of room such as key card locking devise, mini bar key, etc.

(vii)      Thank guest for choosing your Hotel and offer further assistance during stay if needed.

(e)        Cashier at check out must also:-

(1)        Ask if everything is o.k. during guest’s stay.  Note any guest satisfaction problem and pass to Management for handling.

                        (2)        Hand credit card and folio to guest (do not delay on counter).

                        (3)        Provide additional copy pf bill/charges if requested.

(4)        Ask the guest if they need assistance with their baggage, transportation or reservations for their next visit.

(5)        Thank guest for staying with us, ask guest to return and ask if return reservation can be made.  If yes, make reservation.  Establish local procedures to ensure other guest are not delayed at check out.

(6)        Resolve all guest complaints prior to the guest departure.  If necessary, a supervisor should be called to resolve the compliant.

(7)        Any guest who elects not to stop by the front desk to check out must be sent a copy of their settled folio and credit card slip within 24 hours of their departure (example, VIP guests, Diplomats, etc).

Note:

It is recommended that the bill be presented in a folder or an envelope.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Subject

Portage Service

 

Section

Rooms

Applies To

All Standard Hotels

 

 

 

 

 

 

OBJECTIVES:

1.         In every standard Hotel it is necessary to provide the guest, friendly, efficiently and prompt luggage porter age and helpful information.

2.         To establish key job performance standards for bell persons.

 

POLICY:

All standard hotels must provide helpful, friendly, efficient and prompt luggage service, as well as to offer a paging service as an extension of the concierge service department.

 

STANDARDS:

1.         Service:

(a)        Portage service will be provided by the hotel to every guest who requires it.

(b)        Portage service will be provided on a 24 hours basis, 7 days a week.

(c)        Portage service shall, at minimum, be provided no an “on call” basis, i.e. upon the request of the guest.

(d)       In the hotel, the guest must be asked if he /she would like portage.

 

2.         Staffing

3.         Time standards for luggage delivery/pick ups:-

            (i) Delivered to the guest room within 10 minutes after check-in.

            (ii) Picked up within 10 minutes of request.

(b)        Time standards for answering the portage desk phone:-

            1.95% of the time answered within 3 rings.

            2.5% of the time answered within 5 rings.

 

4.         Automatically transferred to front desk after 5 rings and answered by Guest Service Agent within 3 rings.

(c)        While positioned in lobby porters should answer guest’s questions, point out reception areas, and give direction to all other facilities as appropriate.

(d)       Use the guest’s name a minimum of 2 times when rooming the guest.

(e)        Give special attention to VIPs by acknowledging the guest as an important personality.

(f)        While escorting guest to room inform them of current special promotion in the hotel facilities and service and where the closest emergencies exist is to the guest room, while escorting the guest to the room.

(e)        Allow the guest to proceed into the room, turn on lights and explain the primary features of the guest room to include but not limited to:-

            1.         Air conditioning unit (verify it works correctly and quietly).

            2.         Television and in-room movies.

            3.         Mini bar.

            4.         Light switches.

            5.         Guest Service Directory and primary services, such as laundry, dry-    cleaning/pressing services, room service, etc.

5.         Make quick check of room to be sure all is in order and room is up  to standard.  (Report any discrepancies immediately).

6.         Offer to make guest meal reservation in the hotel restaurant(s).

7.         Inquire if the guest has any questions or needs any additional services.

(h)        Hang all garment bags in the closet and place suitcases in rack(s).

(i)         Wish the guest a pleasant stay in the hotel, and leave the room quietly.  At check out thank guest for staying in your hotel, and ask him/her to return, and then bid the guest farewell.

(j)         The porter must exercise extreme care to ensure luggage in their position is properly identified secure at all times, delivered to the  correct guest room, and taken to the correct area at check out.

 

NOTE:

Wherever physically possible luggage trollies should not be used in guest elevators.  Porters should transport luggage by trolley only (via the service elevator(s) )

 

FACILITIES:

  1. The hotel must have an easily identified well-maintained and professionally designed desk area.
  2. The porter’s desk should be conveniently located adjacent to the luggage storage area end, front desk for ease of luggage handling and reduction of traffic flow.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Subject

Front Office Accounting

 

Section

Rooms

Applies To

All Standard Hotels

 

 

 

 

It is necessary for a hotel to record the income, which is received from selling the facilities and services.  The majority of these sales made to the guest are credit sales and so an accurate recording system must be implemented as the purchases are charged to the guest’s account and the total paid on departure or when a ″floor limit’’ has been reached.

 

The accounting system developed must satisfy the following requirements.

-                      Keep the guest’s bill/account up to date.

-                      Identify sales from all the different sales outlets.

-                      Incorporate a procedure for recording cash sales separately.

-                      Balance as required.

-                      Incorporate control measures.

 

Once again, it is possible to link the Accounting activities to the Guest cycle.

 

Prior to Guest’s Arrival

If and when a deposit for accommodation is received, it is usually recorded as a credit, against the guest’s account in the deposit ledger.  The deposit will be paid into the cashier, and a receipt will be sent to the guest.

 

With a mechanized system, the guest’s “bill head or account card” will be completed and the amount of the deposit posted to it by use of the cash key.  The bill will then be filed in the deposit or outstanding Accounts ledger tray.

 

Guest Arrival

 

Opening the Guest’s Account

First of all the arrivals list must be forwarded from reception to accounts so that the Guest’s Account can be opened.  This will involve typing up the Bill head or Account card with relevant guest information, such as name, address, room number, room rate, who will pay the account and address, method of payment and so on.

 

Keeping the Guest’s Account up-to-date

Posting of charges incurred by the guest should take place at regular intervals so the total bill is up-to-date at any time.  This means speedy transfer of all charges from all sales outlets.  There are various means of transferring this information – by hand, by pneumatic tube or increasingly by electronic or computerized links.

 

These charges should be posted at the earliest opportunity, if vouchers/dockets are used, these should be securely stored until sorted into room number order and then attached to the bill and then posted.

 

Accommodation charges are often posted at a specific time and may be done by the Night Auditor or Receptionist.

The busiest time will be as guests are checking out in the morning and speed of transfer and posting is essential to ensure all charges are on the guest’s bill before departure.  The voucher/docket should be actioned in some way as it is posted for control purposes and then filled.

 

Identifying sales from all the different sales outlets

The charges incurred by the guest must be clearly identifiable on the bill and the hotel will also require some breakdown of charges for all guests from all sales outlets in order to identify the spending of guests in each department or outlet of the operation.  The specific management information identified should be tailor-made to the operation.

 

Computerized system

The computer can be programmed to carry out the whole of the accounting function.  A guest folio (bill) is opened as the guest arrives, charges are posted as with any billing machine.  The memory keeps a running total of the bill; if a mistake is made the computer can be programmed to query it and balancing is carried out automatically and can be done any time of the day.  A full sales ledger can be produced to show total sales of each department and totals of each department and totals of each room.  Other control functions, such as producing a list of accounts above a certain figure, can be programmed into the computer.  The guest’s can then be printed out on departure.  Some computers have the facility to have terminal links in each sales outlet so that charges can be automatically and can be done at any time of the day.  A full sales ledger can be produced to show total sales of each department and totals of each room.  Other control functions, such as producing a list of accounts above a certain figure, can be programmed into the computer.  The guest’s bill can then be printed out on departure.  Some computers have the facility to have terminal links in each sales outlet so that charges can be automatically posted from the points of sale.

 

CHECK-OUT

Very often on the day of departure the guest is in a hurry to catch a flight or a business appointment for instance and is rather impatient to checkout quickly.  Unfortunately this is probably a very busy period at the front office and so the staffing level and check-out procedure must be well planned.  Usually the Receptionist/Bills clerk will check the guest’s bill and if checking out in the morning will ask guest if breakfast was taken (if this is a separate charge) and if any telephone calls had been made – as the vouchers may not yet have been transferred to Front Office and posted on the Bill, Service Charge and V.A.T. where necessary will be added to the Bill which will be totaled and presented to the guest for checking and payment.

 

In a standard hotel the accounting function may be subdivided and the cashier, rather than the Bills Clerk will deal with the payment of the account and the receipt of the money.  The account will be receipted and the guest will keep the top copy, whilst the hotel retains the bottom copy. 

 

Social skills are just as important as “Check-Out” and “Check-In” and it is only polite to ask the guest if he enjoyed his stay and wish him well on his journey.  As mentioned earlier there is another sales opportunity at this point and perhaps the guest can be encouraged to return in the future.

 

METHODS OF PAYMENT

There are several methods, which can be used by the guest to settle his account.

 

Cash

This traditionally has been the most usual method but the use of cash is declining.  When cash is received the amount should be recorded – this is usually done in cash received Book for a manual system and against cash key for a machine system.  The day’s total of the cash received Book or cash key must agree with the actual money received.

The guest’s Bill is then receipted either manually or by the billing machine to denote payment has been received.

 

As a control measure each cashier on duty will normally have an individual till with a cash float, which they will have to sign in and out.

 

If operating an accounting machine each cashier on duty will normally have a separate coded cash key for control purposes.

 

Cheques

As the use of cash has declined so the use of cheques has increased.  The cheque card guarantees the payment of a cheque up to an agreed amount, currently E50.

 

One cheque only can be used per transaction so if the account is more than E50 the cashier must write the cheque card number on the back of the cheque.  This means that the transaction is charged to cash one and the guest cannot stop the cheque later.

 

Obviously the cheque must be signed in the presence of the cashier who checks the signature with the cheque card, which must not have expired.

 

Foreign Currency

The hotel can analyze from past records the country of origin of its guests and so decide on the foreign currencies that will be accepted.  As the exchange rates fluctuate considerably even day by day the cashier should check daily either with the bank or the daily paper.  The rate of exchange is usually less favorable to the guest than that offered by the bank.  This is because the hotel takes a commission to cover administrative costs and sudden changes in the exchange rate and often makes a small profit.  Foreign currency should only be accepted as a means of payment rather than a straight exchange of currency.

 

 

 

 

 

 

Subject

Restaurant Service

 

Section

Rooms

Applies To

All Standard Hotels

 

 

 

 

OBJECTIVES

1.         Research and experience has shown that good Restaurant is an important reason for “recommending a property” for others to stay at, and is a feature which “conveys quality” in a hotel.

2.         Good Restaurant service will most assuredly increase food and beverage departmental profit.

3.         This objective establishes minimum operating requirements for Restaurants hours of operation, and service standards.

 

POLICY:

All Standard Hotels will have a restaurant and provide high quality restaurant service.

 

STANDARDS:

 

1.         SERVICE:

a.         All day dinning facilities (or fine dinning Restaurant if the only restaurant) must open for service by 7.00am and close not earlier than 11.30pm daily.

 

b.         Hours of operation of all other Restaurants may vary based on market need. However, Restaurant should be open at least five days per week, (or 7 days per week).

 

c.         All food served must be purchased and prepared from fresh ingredients.

 

 

2.         FACILITIES:

a.         Restaurant seating capacities must be adequate to ensure compliance with timeless service standards and profit maximization.

 

3.         MENUS REQUIREMENTS:

a.         Breakfast, lunch, and dinner menu items must be offered.

b.         Menus will offer a variety and full range of courses: appetizers, soups, salads, main course and desserts, creativity and local cuisine should be incorporated into menus.

c.         The restaurant will serve wine by the bottle, half bottle and glass, and selections will be present in a wine menu which may be part of the food menu. Where ½ bottle selections are very limited or unavailable, the selection of wines by the glass should be increased to compensate.

d.         Fine dinning restaurants will have a separate wine list.

e.         The restaurants, where available. Will serve fresh brewed decaffeinated coffee in addition to regular coffee and a variety of teas.

f.          A children’s menu or section on the main if the all day dinning facility is required. Use creativity.

g.         Menus must be professionally printed and maintained in good condition, unless the concept of the restaurant requires other wise.

h.         Inconformity with international standards, the menus should be in English as well as the native language(s) the property is used on market mix of customers.

i.          In fine dinning restaurant, a dessert cart or tray is required.

 

4.         MINIMUM STANDARD TABLE SET UP:

a.         Breakfast/Lunch – place mats, table cloths, napkins, (High quality paper or cloth), stainless ware acceptable in the hotel.

b.         Dinner – place mats, napkins, tables, etc.

c.         Fine dinning restaurants will use all – cloth linen, silver plate utensils and table wares, upgraded glassware (hand-blown, high quality or crystals).

d.         All tables will have an attractive centerpiece. Fresh cut flowers recommended. Self extinguish

e.         Food and beverages must not be served in chipped china or glass ware.

f.          Stained , torn of frayed table clothes and napkins must not be used.

g.         Ash trays must not be included in the table set up in the areas earmarked as “NO SMOKING AREA”.

h.         Fresh ground pepper grinders are recommended to be part of the table set up. Fresh ground pepper (as opposed to powered pepper) should be used.

i.          Complimentary newspapers will be available for guest use at breakfast meal periods.

 

5.         JOB PERFORMANCE STANDARDS:

(a)        ALL STAFF:

Will provide friendly, competent service. (Based on service attitude and service knowledge and skill).

 

(b)        HOSTESS.

1.         Will seat 95% of all (guests) within 5 minutes or arrival, and all other guests within 10 minutes.

2.         Call the guests by name if their name is known.

3.         Gently lead guests to their tables and seat them.

4.         Thank guests as they leave the restaurant and bid them farewell.

 

 

(c)        WAITER/WAITRESS:

1.         95% of all breakfast guests be served within 35 minutes of being seated, all other breakfast guests within 20 minutes.

2.         95% of all lunch and dinner guests must be served within 30 minutes of being seated, all other guests within 25 minutes. This standard applies to 1st course (appetizers/starters/entrees), not the main course.

3.         Guest must not have to wait for their bills. In all day dinning facilities place bill on table after guest has ordered all items. In the restaurant, service staff should be attentive and present bill as soon as the guest is ready for it.

4.         Serve all items as ordered to the correct guests.

5.         Observe guests while dining, anticipate their needs. Service staff should be attentive, but not dominating, intimidating or obtrusive.

6.         Have thorough knowledge of menu and be able to intelligently, explain how all menu items are prepared and nay special.

7.         Never request or indicate that gratuity is expected.  When the gratuity is automatically included this should be noted in the check.  Never voluntarily advice the guest if it is not included.

8.         Be thoroughly familiar with law in serving alcoholic beverages to guest.

9.         Call guest by name if known and thank them for their patronage.

 

D.        KITCHEN STAFF:

1.         Be familiar with rules regarding the storage, preparation, and serving of foods.  Food must be prepared with fresh ingredients whenever possible.

2.         Prepare and display food with style and creativity according to established recipes and presentation standards.

3.         Prepare the exact quantity of food in the style and cooked to the degree requested by the guests.

4.         Prepare food in a timely manner which will allow the time standards established in paragraph 3c above to be achieved.

5.         Hot food should be served hot, cold food served cold.

 

E.         RESTAURANT MANAGER/SUPERVISOR:

  1. Conduct pre-meal classes and other types of regular training to ensure all guests are satisfied with the food, beverage and services provided.
  2. Resolve all guests’ complaint to the best of your ability before the guest departs the restaurant.

3.      Ensure all employees serving alcoholic beverages have received alcoholic awareness training.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Subject

Room Service

 

Section

Rooms

Applies To

All Standard Hotels

 

 

 

 

OBJECTIVES:

1.         SERVICE:

(a)        For all standard type hotels, room service must open by 6.00 am, and cannot close before 12.00 pm daily.  Service must however be provided 24 hours daily, 7 days a week.

(b)        All food and beverages delivered to the guest room must be attractively covered or wrapped for sanitation purposes as well as for purpose of keeping hot food hot and cold food cold.  Covers are preferred over wrapping.

            (c)        Refer to standard (1-(d)) item 3.1 for quality of food that must be served

(d)       Dirty trays must not remain in the guest rooms or corridors for more than 1 hour.  The management should establish effective policies and procedures for patrolling of corridors and table removal, i.e. use of tent cards, guest room attendant assistance, etc. to ensure this standard is maintained on a consistent basis.

 

POLICY:

All standard hotels will provide room service to its guests.

 

STANDARDS:

2.         MENU REQUIREMENTS.

(a)        The hotel must have a room service menu which is professionally printed on good quality paper.  The room service menu may form part of the guest room folder.  If the menu is separated from the folder, it must be presented in an attractive cover.

(b)        The room service phone number must be prominently displayed on the room service menu.

(c)        Breakfast – Full English/American, Continental, and Ala carte breakfast items required.  Regular and decaffeinated coffee required.  Fresh squeezed orange juice required.

(d)       Lunch and Dinner – Lunch and Dinner menu may be combined or separate, must consist of salads, soups, appetizers, main course (suitable variety of meat, fish poultry), rolls and butter, desserts, snack items, wine and liquor.

            (e)        A breakfast door-knob menu is required in all hotel rooms.

            (f)        The hotel will provide a 24 hours room service, the menu can be reduced to a late night snacks; consisting of snack items, sandwiches, beverages and desserts between 12.00 pm and 6.30 am.

3.         JOB PERFORMANCE STANDARDS:

WAITERS:

1.         Set up orders with 100% accuracy.  All items ordered must be delivered as ordered.

2.         Deliver food within 5 minutes of time promised but in no event should it take longer than 30 minutes from the time of ordering to deliver the order to the guest room.

3.         Greet the guest by name.  use the guest’s name a second time when departing the room and thanking the guest.

4.         After delivering the order, remove plastic wraps and covers from food and beverages.

5.         Set up food and table so that guest can sit down and eat without further preparation.

6.         Never ask for or indicate a tip is expected.  When the gratuity is automatically included, this should be indicated on the check.  Never voluntarily advise the guest that a tip is not included.

 

ORDER TAKERS:

1.         Answer the room service phone within 3 rings, 95% of the time, and all calls within 5 minutes.

 

NOTE: Where the room service order taker answers other phones such as restaurant phone, a dedicated line should be provided for room service so that the order taker can answer the phone correctly by saying, “this is room service may I help you,” etc.

 

2.         Be able to advise guests of all promotions, daily specials, and menu items; how they are prepared, its compositions, etc.

3.         Achieve 100% accuracy on recording guest orders.  Always report guest order back to the guest to verify order and achieve this standard.

4.         In the absence of room service manger, inspect all the tables and trays prior to delivery to the guest to ensure that food, beverage and table set up meets the room service standards.

5.         Advice guests when to expect order to arrive.

6.         Greet guests by name if the computer system has this capability.

7.         Use guest name when thanking them for calling room service.

 

MINIMUM STANDARDS SET UP:

(a)        Trays may be used for all continental breakfast (minimum of 2 breakfasts, if more than 2 use cart).  Snack items, luncheon sandwiches, beverages, desserts and miscellaneous orders.

(b)        Trays must not be of cafeteria grade and must have an attractive liner and be in good condition (no chips).

(c)        Room service tables must be covered with a good quality table cloth, similar to that used in the restaurant.  Cloth napkins must be used with all breakfast, lunch and dinner orders.

(d)       All china, Glass, silver (stainless) condiment containers, etc. must give the appearance of a matched set and be pleasing to the eye.

 

 

 

NOTE:

Plastic/styro foam plates cutleries and cups are not recommended to be used in a standard hotel unless service is to the pool or to be taken off the hotel (Take away) order.

 

(e)    Silver service is to be offered to VIP guests and client and most of superior quality.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Subject

Room Service

 

Section

Rooms

Applies To

All Standard Hotels

 

 

 

 

OBJECTIVES:

To ensure that all employees develop and maintain a positive attitude towards service, and interact with guests and fellow employees in a friendly, courteous and helpful manner.  This will in turn, ensure continued improvement on guests’ perception of hotel services and result in higher levels of new and repeat customers.

 

POLICY:

All standard hotels are required to implement each program in the guest satisfaction system.

 

 STANDARDS:

1.         The Guest satisfaction system includes the following programs:

            a.         Guest satisfactio9n standards.

            b.         HIREVISION.

            c.         New employee orientation.

            d.         Guest satisfaction Meetings.

            e.         Guest satisfaction Index.

2.         The General Manager, Personnel Manager, Heads of Departments and Supervisors will be trained in how to administer the system and will be responsible for administering the Guest Satisfaction System.

3.         HIREVISION is being used to screen all candidates for every position in the hotel.  NOTE: HIREVISION is not an ultimate determinant for hire, but rather an effective and important tool of management to evaluate potential candidates.

4.         All candidates selected for hire, transfer, or promotion must meet the standard HIREVISION rating for the position the employee is entering.

5.         Ideally all employees should receive new employee orientation training on their first day of employment.  However, at the latest employees must complete the New Employee Orientation Program which includes an overview of G.S.S.  “Little Things Mean A lot,” within 7 days of employment.

7.         Quarterly GUEST SATISFACTION MANAGEMENT MEETINGS must be conducted by the General Manager.

8.         Newly hired employees must receive the initial four (4) guest satisfaction meetings within the first four (4) months of employment.

9.         General Manager will establish performance objectives for individuals and departments, which will require continuous improvement in the property’s customer ratings.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

JOB DESCRIPTIONS

 

 

 

 

FOR WORKERS

IN THE

 

 

 

 

 

 

HOSPITALITY INDUSTRY

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         GENERAL MANAGER

DEPARTMENT :      HOTEL AT LARGE

REPORTS TO :       MANAGING DIRECTOR

EFFECTIVE DATE :

 

JOB SUMMARY

Directs and coordinates activities of the hotel in accordance with identified company goals in order to achieve optimum efficiency, economy of operations, and maximize profit by performing the following duties personally or through subordinate staff.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

INCLUDE THE FOLLOWING:

1.     Organize all aspects of the hotel administrative functions through the Admin Manager to make staff function optimally and the guests satisfied at all times.

2.    Make professional business forecasts and projections with an aim of increasing revenue generation.

3.    Organize all aspects of the hotel operations  through the Operations Manager to make staff function optimally and the guests satisfied at all times.

4.    Assists in the setting up of hotel goals and policies. Fashions out strategies to be adopted to ensure the attainment of set objectives.

5.    Ensure that guests patronage does not decline by way of maintaining a constant sound relationship with both National and Expatriate clients respectively.

6.    Liaises with fellow Expatriates to guarantee a regular patronage of the hotel by both corporate and individual bodies that are foreign in nature.

7.    Coordinates activities in the hotel in such a way that the hotel attains an impeccable level of good public image.

8.    Must act as the Chief Security Officer of the hotel.

9.    Reviews activity reports and financial statements to determine progress vis a vis the forecast that has been made for a particular period.

10.                       Gives approval to the elevation or termination of staff based on recommendations from the Admin and Operations Manager.

11. Periodically reports to the Managing Director on general developments in the hotel.

12.                       Carry out other managerial jobs as may be assigned.

 

It is pertinent to mention that you will be held responsible for non performance or compliance with above and or any other assigned duties as the need arises .

 

 

DAYAPARAN

 

 

 

 

 

 

 

 

 

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         OPERATIONS MANAGER (OPM)

DEPARTMENT :      HOTEL AT LARGE

REPORTS TO :       GENERAL MANAGER

EFFECTIVE DATE :

 

JOB SUMMARY

To plan , direct and coordinate all operational activities of the Front  Desk, Housekeeping and Food  & Beverages Department in the hotel ensuring prompt, efficient and excellent delivery of services to our clients in realization of the company set goals and objectives.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

INCLUDE THE FOLLOWING:

1.     Develop policies and programmes that would up sell the hotel facilities and products

2.    Organize all activities that have to do with the Food and Beverage outlets through the various departmental heads.

3.    Engineers strategies responsible for guest satisfaction / service delivery in all aspects of the hotel. Sees to their optimal implementation.

4.    Shall coordinate all banqueting activities through departmental heads and subordinate staff.

5.     Shall carry out disciplinary action on any insubordinating staff when deemed necessary.

6.    Institute control measures that would help minimize wastages / pilfering in all hotel operations. Sees to their implementation.

7.    Coordinate all housekeeping activities through its departmental head and other subordinates.

8.    Develop policies that would ensure proper maintenance of all facilities in the complex and general cleanliness and hygiene of the environment and amongst staff.

9.    Assist other staff of the hotel in its marketing efforts.

10.                       Shall grant discounts  (with the knowledge of the ADM) when such an exercise would imply more revenue for the hotel.

11. Acts as final authority for the departmental heads requisition for the purchase of operational utensils and consumables.

12.                       Carry out other operationally related jobs as may be assigned.

 

It is pertinent to mention that you will be held responsible for non performance or compliance with above and or any other assigned duties as the need arises.

 

 

DAYAPARAN

 

 

 

 

 

 

 

 

 

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         ADMIN MANAGER (ADM)

DEPARTMENT :      HOTEL AT LARGE

REPORTS TO :       GENERAL MANAGER

EFFECTIVE DATE :

 

JOB SUMMARY

To plan , direct and coordinate all administrative activities that relates with staff matters, hotel relationship with external bodies, intensive canvassing for clients on behalf of the hotel, efficient and excellent delivery of good public image to our clients in realization of the company set goals and objectives.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

INCLUDE THE FOLLOWING:

1.     Oversees all aspects of hotel administration to create a good working environment for staff to ensure optimal output which would guarantee guest satisfaction.

2.    Coordinates the basic activities that are necessary to effect the retainance of old corporate clients and acquisition of new ones.

3.    Sets up policies to ensure that industrial harmony and total discipline is maintained at all  times amongst staff of  Wingate House.

4.    Shall take disciplinary actions where deemed necessary on any in- subordinating staff.

5.    Identify manpower needs and report same to appropriate authorities.

6.    Assign duties and responsibilities to subordinates staff and ensure performance compliance to assigned duties.

7.    Shall carry out disciplinary action on any insubordinating staff when deemed necessary.

8.    Shall grant discounts (with the knowledge of the OPM) when such an exercise would imply more revenue for the hotel.

9.    Review activity reports and financial statement to determine progress and fiscal discipline.

10.                       In conjunction with the OPM, appraise subordinates for confirmation, rewarding, promotion and or for disciplinary action whenever deemed necessary.

11. Shall fashion out a vacation / holiday programme for worker as at when the time arises.

13.                       To plan, direct and implement a regular training programme for new and old employees alike at Wingate House.

14.                       Oversees the activities of the accounts department to avoid a negation from set targets and goals.

15.                       Acts as final authority for the departmental heads requisition for the purchase of administrative utensils and consumables.

16.                       Carry out other administratively related jobs as may be assigned.

 

It is pertinent to mention that you will be held responsible  for non performance or compliance with above and or any other assigned duties as the need arises .

 

 

DAYAPARAN

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         FRONT OFFICE SUPERVISOR

DEPARTMENT :      FRONT OFFICE

REPORTS TO :       ADM

EFFECTIVE DATE :

 

JOB SUMMARY

 Supervise all jobs done in the front office department and overseeing matters that have to do with guest /visitors , reservations and general welfare and comfortability of guests.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

INCLUDE THE FOLLOWING:

1.     Oversees the Check –in / Check-out of guests on a daily basis and carry out on-the-spot auditing.

2.    Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out before job commencement.

3.    Acts as the chief security officer of the front office department. Ensures security of hotel room keys.

4.    Deal with travel agencies / airlines, none arrivals (no shows) and attend to cancellations.

5.    With a properly analyzed forecast system, use overbooking techniques to ensure full house.

6.    Ensures the front office department maintains an effective filling system for all correspondence relating to reservations.

7.    Attend to special requests after due consultation from the management.

8.    Must be able to forecast reservation patterns or produce reservation statistics, records or graphics.

9.    Attends to guest safe keeping according to house custom.

10.                       Assists the receptionists to attend to computerized reservations.

11. Maintain discipline in the front office department.

12.                       Organize requisition of requirements from the store for departmental use.

13.                       Preparation and preservation of arrival and departure statistics / list when need be.

14.                       Assist the receptionists in the paging of guests.

15.                       Undertake foreign exchange on behalf of the guest in conformity with FOREX laws and after due consultation from the management.

16.                       Deals with customer complaints and/or refers complaints that needs management attention.

17.                       Report any irregularity to the management.

18.                        Deal with both guest and staff mails, train new staff for telephone operation

19.                       Fashions out a model to ensure a confirmation or refusal of advance reservation, after an approval from the management.

20.                      Responsible for the preparation of periodic front office duty schedule with due consultation from the ADM.

21.                       Oversees the personal grooming of all front office staff and ensures it is of high standard.

22.                      Establish a good working relationship with other departments.

23.                      Dutifully carry out other jobs as may be assigned.

 

It is pertinent to mention that you will be held responsible  for non performance or compliance with above and or any other assigned duties as the need arises .

 

DAYAPARAN

JOB DESCRIPTION

 

JOB TITLE :         FOOD & BEVERAGE SUPERVISOR

DEPARTMENT :      F & B

REPORTS TO :       OPM

EFFECTIVE DATE :

 

JOB SUMMARY

Supervise all jobs done in the food and beverage department and overseeing matters that have to do with guest satisfaction, efficient waiter service and banquet functions at large.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

INCLUDE THE FOLLOWING:

1.     Oversees the functional activities that take place in the     F & B service areas of restaurant, lounge bar, mini bar, dispense bar, room service, and banqueting service etc.

2.    Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out  before job commencement.

3.    Fashions out a model in conjunction with the chef to ensure a functional kitchen that would guarantee quick and efficient service.        

4.    Responsible for imaginative and creative table lay-ups, effective banquet executions, acceptable service styles and standards.

5.    Based on observable trends, liaises with the chef to fashion out an acceptable table d’hote, a la carte, or specialty menu which is subject to the approval of the OPM.

6.     Responsible for the preparation of periodic F & B duty schedule with due consultation from the OPM.

7.    Attend to special guest requests after due consultation from the management.

8.    Establish a good working relationship with other departments.

9.    Must be able to forecast food and beverage sales patterns and produce authentic statistics, records or graphics that could be relied upon.

10.                       Ensures that all mice-en-place are carried out prior to service periods. Deals with customer complaints and/or refers complaints that needs management attention.

11. Report any irregularity in the food and beverage area to the management.

12.                       Organize requisition of requirements from the store for departmental use.

13.                       Responsible for training new staff on basic principles of food and beverage operations.

14.                       Oversees the personal grooming of F&B staff and ensures it is of high standard together with the practiced level of hygiene.

15.                       Maintain a high level of discipline in the food and beverage departments.

16.                       Dutifully carry out other jobs as may be assigned.

 

 

It is pertinent to mention that you will be held responsible  for non performance or compliance with above and or any other assigned duties as the need arises .

 

 

DAYAPARAN

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         HOUSEKEEPING /MAINTENANCE SUPERVISOR

DEPARTMENT :      HOUSEKEEPING

REPORTS TO :       OPM

EFFECTIVE DATE :

 

JOB SUMMARY

Supervise all jobs done in the housekeeping department and coordinates activities that have to do with guest welfare and comfort to ensure guest satisfaction.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 INCLUDE THE FOLLOWING:

1.     Oversees the functional activities that take place in the     housekeeping and maintenance areas such as guest rooms, offices, restaurant, bar, VIP lounge, laundry, banquet hall, conveniences, car park, gardens, gate entrance etc

2.    Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out before job commencement. 

3.    Fashions out a model in conjunction with the management to ensure functionality in all the rooms, all equipment and facility available in the hotel.

4.    Aims to achieve the maximum efficiency possible in the care and comfort of the guests and in the smooth running of the housekeeping department.

5.    Sees to the proper use, functioning and maintenance of the hotel generator sets after due consultation from the management.

6.    Responsible for the preparation of periodic housekeeping duty schedule with due consultation from the OPM.

7.    Attend to special guest requests after due consultation from the management.

8.    Plan and organize the housekeeping department for smooth operations, comfort and welfare of guests. Establish a welcoming atmosphere and a courteous reliable service from all staff of the department.

9.    Communicate with management staff and guest on vital matters. Establish a good working relationship with other department.

10.                       Deals with customer complaints and/or refers complaints that need management attention.

11. Report any irregularity in the housekeeping department to the management.

12.                       Responsible for training new staff on basic principles of housekeeping operations.

13.                       Oversees the personal grooming of housekeeping staff and ensures it is of high standard together with the practiced level of hygienic cleaning.

14.                       Liaise with reception and maintenance departments on faults and laundry services.

15.                       Carry out inspection of rooms and public areas in the hotel for cleanliness and sanitation.

16.                       Organize requisition of requirements from the store for departmental use.

17.                       Supervise subordinates and secure guest’s forgotten property.

18.                       Undertake special floral decorations for special occasions e.g. wedding receptions.

19.                       Maintain discipline and supervise the handling of hotel and guests’ laundry.

20.                      Dutifully carry out other jobs as may be assigned.

 

It is pertinent to mention that you will be held responsible for non performance or compliance with above and or any other assigned duties as the need arises.

 

DAYAPARAN

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         ACCOUNTANT

DEPARTMENT :      ACCOUNTS

REPORTS TO :       ADM

EFFECTIVE DATE :

 

JOB SUMMARY

 Receives and records cash and charges payments. Process financial disbursements, balances cash receipts against register on daily basis. Maintain proper stock control audit and supply.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 INCLUDE THE FOLLOWING:

  1. Supervises hotel accounts books and partakes in the safe keeping of guest safety deposits.
  2. Receives and receipts for all variety of payments and other cash and cash-related transactions, verifies and posts same to appropriate accounts and issue receipts.
  3. Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out before job commencement.
  4. Prepare  cash receipts for bank deposits
  5. Deposits cash and cheque payments into the company bank account on a daily basis.
  6. Prepare daily cash reports and balance the cash drawer, reconciles cash - cheque and other methods of daily payments  and receipts, investigate  and resolves any out of balance
  7. Releases funds for operations / payments to contractors after due approval from the ADM and OPM.
  8. Ensures the preparation of periodic financial statements such as billings, budgets and cost reports.
  9. Assist in the revision, calculation and processing of payroll / time sheets.
  10. Must be able to make financial forecast and projections based on the various revenue yielding points and observed trends and come out with realistic statistics, records or graphics.
  11. Oversee purchases records and periodic stock audit in        conjunction with various departmental heads.
  12.         Oversees the operations of the store with respect to the records receipts and issuances.
  13. Maintain an asset register
  14. Prepare a monthly Receipt and payment statement for        possible audit by the appropriate authority.
  15. Dutifully carry out other jobs as may be assigned.

 

 

It is pertinent to mention that you will be held responsible for non-performance or compliance with above and or any other assigned duties as the need arises.

 

 

W/H DAYAPARAN

 

 

 

 

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         PUBLIC RELATIONS OFFICER (PRO)

DEPARTMENT :      MARKETING

REPORTS TO :       ADM

EFFECTIVE DATE :

 

JOB SUMMARY

Performs the cardinal duties of customer attraction, service and satisfaction to ensure full hotel occupancy

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 INCLUDE THE FOLLOWING:

1.     Must sell the hotel in good light as the Chief Image Maker

2.    Must attract customers and clients from private and corporate organizations to the hotel

3.    Must ensure that all corporate bodies and individuals gotten are retained for good

4.    Shall assist the Accounts department in debt recovery drive when such a need arises

5.    Shall pick all mails from the Post Office, and any other documents that has to do with NITEL, NEPA, DSTV to which the hotel is associated

6.    Shall play a contributory role in participation when functions of any kind are held due to its capacity of boosting the public image of the hotel

7.    Shall report complaints and compliments of corporate bodies to the hotel management thereby assisting in strategic planning

8.    Must strive to ensure that the hotel operates at full occupancy at all times

9.    Must strive to meet up with set targets as assigned by the management within a given time spectrum or be held liable for such official inability

 

It is pertinent to mention that you will be held responsible for non-performance or compliance with above and or any other assigned duties as the need arises.

 

 

DAYAPARAN

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         PURCHASING OFFICER

DEPARTMENT :      ACCOUNTS

REPORTS TO :       ACCOUNTANT

EFFECTIVE DATE: 

 

JOB SUMMARY

Performs the cardinal duties of pro-active and cost-effective purchasing of food, beverage, stationeries, housekeeping and other general materials for the hotel use

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

INCLUDE THE FOLLOWING:

1.     Must maintain an independent data base of purchased items on a daily basis to be submitted to the Accountant at the end of every month

2.    Must maintain a list of current market prices of commodities required for the hotel use

3.    Strive to achieve proportionality of price and value

4.    To achieve competitive purchasing, must be open to managerial suggestions and be ready to explore qualitative and alternative competitive purchasing

5.    Must come up with positive suggestions that would improve the competitive objective of our purchasing policy

6.    Must consciously avoid purchases that are wrong, unnecessarily expensive, of poor quality and unprofitable in nature and character

7.    Shall be purposeful and creative in purchases with profit maximization as an objective

8.    Conscientiously carry out extra duties as may be assigned from time to time

 

 

It is pertinent to mention that you will be held responsible for non-performance or compliance with above and or any other assigned duties as the need arises.

 

 

DAYAPARAN

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         CHEF

DEPARTMENT :      F & B

REPORTS TO :       F & B SUPERVISOR

EFFECTIVE DATE: 

 

JOB SUMMARY

Plan, direct and coordinate the activities of the kitchen and kitchen-related sections of the F & B department.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

INCLUDE THE FOLLOWING:

  1. Oversees the functional activities that take place in the     food preparation areas of pastry, ladder, kitchen store, continental and national cooking spots.
  2. Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out before job commencement.
  3. Direct the preparation, seasoning and cooking of all food items in the kitchen
  4. Ensure the proper and hygienic preservation of all food items
  5. Fashions out a model in conjunction with the management to ensure functionality in all the equipment and utensils available in the kitchen.
  6. Maintain high safety and hygienic condition and standards  in the kitchen
  7. Plan and organize the kitchen department for smooth operations, service delivery and welfare of guests.
  8. Communicate with management staff and guest on vital matters.
  9. Based on observable trends, liaises with the F&B supervisor to fashion out an acceptable table d’hote, a la carte, or specialty menu which is subject to the approval of the OPM.
  10.  In conjunction with the F&B supervisor, plan /prepare  and review menu  and its sell-ability when and where necessary
  11. Report any irregularity with the food in the kitchen area to the management.
  12. Develop control measures that would assist in the prevention of wastages and pilfering in the kitchen areas.
  13. Organize requisition of requirements from the store for departmental use.
  14.  Order supplies and keep proper records of food stocks and accounts of sales in the restaurant via the docket system.
  15. Develop and prepare duty roaster for the kitchen staff
  16. Ensure prompt and efficient delivery of food ordered for service in the service areas.
  17. Liaise  with the F& B supervisor on banquet  activities via an already circulated function sheet
  18. Maintain discipline in the kitchen and kitchen-like areas.
  19. Oversees the personal grooming of kitchen staff and ensures high standard of cleanliness together with the practicable level of hygiene.
  20. Maintain log book / file for all food orders.
  21. Responsible for training new staff on basic principles of kitchen hygiene, food preparation, portioning and presentation.
  22. Dutifully carry out other jobs as may be assigned.

 

It is pertinent to mention that you will be held responsible for non performance or compliance with above and or any other assigned duties as the need arises.

 

 

DAYAPARAN

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         COMPUTER OPERATOR

DEPARTMENT :      FRONT OFFICE

REPORTS TO :       ADM

EFFECTIVE DATE :

 

JOB SUMMARY

Plan, direct and coordinate the activities of the computer room. Oversee matters that borders on hotel security, communication and information.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 INCLUDE THE FOLLOWING:

  1. Fashions out a model to ensure proper functionality of computer and computer-related gadgets in the hotel
  2. Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out before job commencement.
  3. Must ensure that various communication and security gadgets in the computer room are functional and optimally utilized.
  4. Acts as a  co-chief security officer of the hotel by virtue of monitoring the close circuit cameras.
  5. Maintain discipline in the computer room
  6. Must have an eye for very minute details and report any suspicious movements to the management
  7. Organize requisition of requirements from the store for departmental use.
  8. Ensure a constant flow of pleasant music from the computer room at a listening level.
  9. Must not leave the computer room at any time without a reliever in place.
  10. Monitor and operate the various satellite receivers, DSTV decoders, CTL decoders and likes of them to ensure constant functionality.
  11. Dutifully carry out other jobs as may be assigned.

 

It is pertinent to mention that you will be held responsible for non performance or compliance with above and or any other assigned duties as the need arises.

 

 

DAYAPARAN

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         ACCOUNTS CLERK

DEPARTMENT :      ACCOUNTS

REPORTS TO :       ACCOUNTANT

EFFECTIVE DATE :

 

JOB SUMMARY

Carries out the entry of accounting records and payments as delegated by the accountant. Undertakes the daily internal auditing of revenue generation outlets to ensure accountability.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

INCLUDE THE FOLLOWING:

  1. Assist the accountant in receiving and receipting for all variety of payments and other cash and cash-related transactions. Verifies and posts same to appropriate accounts and issue receipts.
  2. Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out before job commencement.
  3. Assist the accountant in the preparation of  cash receipts for bank deposits
  4. Assist the accountant in the preparation of daily cash reports and balance the cash drawer, reconciles cash - cheque and other methods of daily payments  and receipts, investigate  and resolves any out of balance
  5. Assist the accountant in the collation of data for the preparation of periodic financial statements such as billings, budgets and cost reports.
  6. Assist in the revision, calculation and processing of payroll / time sheets.
  7. Assists the accountant in making financial forecast and projections based on the various revenue yielding points and observed trends and come out with realistic statistics, records or graphics.
  8. Carries out periodic stock audit in conjunction with various departmental heads.
  9. Assist the accountant in the preparation of a monthly receipt and payment statement for possible audit by the appropriate authority.
  10. Carry out night audit if need be.
  11. Dutifully carry out other jobs as may be assigned.

 

 

It is pertinent to mention that you will be held responsible for non performance or compliance with above and or any other assigned duties as the need arises.

 

 

DAYAPARAN

 

 

 

 

 

 

 

 

 

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         CASHIER

DEPARTMENT :      ACCOUNTS

REPORTS TO :       ACCOUNTANT

EFFECTIVE DATE :

 

JOB SUMMARY

Carries out cash collection and issuance if receipts to paying guests. Undertakes the daily remittance of cash and cheques collected on behalf of the hotel.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

INCLUDE THE FOLLOWING:

  1. Prepares bills for waiters to give guests in the food and beverage sector and collects cash in return.
  2. Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out before job commencement.
  3. Gives out complete change to a guest who merits such after payment.
  4. Accepts complete deposits from guests with an intention to be accommodated, gives receipts in return.
  5. Accepts any other deposit that has to do with provision of services by the hotel to a group or an individual.
  6. Makes refunds to guests on check-out and on unused deposit where applicable and notes same accordingly.
  7. Compiles a daily cash remittance summary which is submitted to the accounts office at the end of the day.
  8. Undertakes legal FOREX transactions in the front office only after due consultation with the management.
  9. Accept local or traveler cheques in accordance with house custom.
  10. Accept payments with credit cards e.g. Valuecard, crossed cheques with the accounts department to ensure that every room occupied that night before tally with the amount charged and paid. This however is after due consultation with management and on the house policy.
  11. Keep records of cash payments.
  12. Issue receipts for all cash payments.
  13. Dutifully carry out other jobs as may be assigned.

 

 

It is pertinent to mention that you will be held responsible for non performance or compliance with above and or any other assigned duties as the need arises.

 

DAYAPARAN

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         RECEPTIONIST

DEPARTMENT :      FRONT OFFICE

REPORTS TO :       FRONT OFFICE SUPERVISOR

EFFECTIVE DATE :

 

JOB SUMMARY

Execute all jobs done in the front office department and including those that have to do with guest /visitors, reservations and general welfare and comfortability of guests.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

INCLUDE THE FOLLOWING:

  1. Ensures that the basic features of a diplomat, record keeper, information source and psychologist are embodiments of ones personality
  2. Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out before job commencement.
  3. Maintain advance room reservation system wing either Whitney system, the bedroom book, the conventional month to month system etc as adopted by the house.
  4. Attends to advance reservation request by letters, telephones, personal calls, fax, e-mail and through the internet.
  5. Attend to chance guests.
  6. Attend to computerized reservations.
  7. Make advance preparation for the arrival of guests or groups.
  8. Maintain an accurate daily reception chart.
  9. Welcome and receive hotel guests cheerfully and politely.
  10. Ensure that guests are properly registered and introduced to their rooms.
  11. Introduce the guests to facilities available in the hotel       and neighborhood.
  12.         Handle messages for resident guests, non residents,   staff and the hotel as well.
  13. Attend to telephone calls promptly and politely.
  14. Maintain a record of guest accounts manually or         mechanically depending on the house custom.
  15. Operate front office equipment.
  16. Handle advance reservation
  17. Ensure security of hotel room key.
  18. Deal with room service if need be.
  19. Handle early morning calls and supply of newspapers if        need be
  20. Give consciously-guided information including      directions, otherwise, refer.
  21. Deal with enquiries in person or by telephone politely.
  22. Take appropriate steps in emergency.
  23. Receive and attend to outgoing calls: local, trunk and international.
  24. Prepare charges for telephone service and post to      guest bill.
  25. Use telephone directories and give assistance to         guests.
  26. Report telephone fault to management for repairs.
  27. Operate wake-up alarm system when requested for.
  28. Dutifully carry out other jobs as may be assigned.

 It is pertinent to mention that you will be held responsible for non performance or compliance with above and or any other assigned duties as the need arises .

 

DAYAPARAN

JOB DESCRIPTION

 

JOB TITLE :         PORTER

DEPARTMENT :      FRONT OFFICE

REPORTS TO :       FRONT OFFICE SUPERVISOR

EFFECTIVE DATE :

 

JOB SUMMARY

Carries out basic supportory tasks in the front office to guarantee general welfare and comfortability of guests.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 INCLUDE THE FOLLOWING:

1.     Doubles as a door man who opens the entrance door as guests go in and out of the reception area.

2.    Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out before job commencement.

3.    With the aid of a porter trolley, assists in bringing in guests luggage and properties on arrival.

4.    Assists guest during check-in by taking them to their assigned rooms.

5.    Activates all guest appliances in the room before return to the reception.

6.    Ensures he contributes his minute quota to facilitate guests satisfaction.

7.    Maintains a lint-free glass entrance door at all times.

8.    Tidies the reception area and ensures its thorough cleanliness at all times.

9.    Runs errands as may be sent by the front office staff.

10.                       Must have a high sense of recognition of guests’ by name and title.

11. Welcome and receive hotel guests cheerfully and politely.

12.                       Assist in introducing the guests to facilities available in the hotel and neighborhood, when need be.

13.                               Assist by referring messages and enquiries for resident guests, non residents, staff and the hotel to the receptionist.

14.                       Assist in ensuring security of hotel room key.

15.                       Take care of guest luggage.

16.                       Take appropriate steps in emergency.

17.                       Dutifully carry out other jobs as may be assigned.

 

 

It is pertinent to mention that you will be held responsible  for non performance or compliance with above and or any other assigned duties as the need arises .

 

 

DAYAPARAN

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         STOREKEEPER / ASSISTANT

DEPARTMENT :      ACCOUNTS

REPORTS TO :       ACCOUNTANT

EFFECTIVE DATE :

 

JOB SUMMARY

Carries out basic tasks that would ensure an orderly and efficiently run food, beverage, stationeries, housekeeping, and general materials stores.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 INCLUDE THE FOLLOWING:

1.     Must adopt a hygienic habit that would ensure a high standard of tidiness and cleanliness in the store and store-related areas.

2.    Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out  before job commencement.

3.    Exhibit knowledge of how to handle, care for and organize the stock in his or her charge

4.    Possess a tidy mind and a sense of detail, a quick grasp of figures, clear handwriting, and honesty.

5.    Keep up-to-date price list of all commodities used in the hotel operational and administrative activities.

6.    Arrange proper storage space for all incoming foodstuffs, beverages, housekeeping consumables and the likes of them.

7.    Ensure that an ample supply of all important hotel-utilized consumables are always available.

8.    Check that all orders are correctly made out, and dispatched in good time

9.    Endeavor to check all incoming stores for quality, quantity and competitive price.

10.                       Keep all delivery notes, invoices, credit notes, receipts and statements efficiently filed for record purposes and accountability.

11. Keep and maintain a daily stores issue sheet.

12.                               Only issue out items from the store when it is duly     authenticated by an authorized signatory.

13.                       Must keep and maintain on a daily basis a set of bin    `cards.

14.                       Must issue nothing without receiving a signed      document in return.

15.                       Check all stock at frequent intervals for optimal         storage and future usability.

16.                       Strive to obtain the best value at the lowest buying    price.

17.                       Must have a knowledge of when food are in and out of        season.

18.                       Dutifully carry out other jobs as may be assigned.

 

 

It is pertinent to mention that you will be held responsible  for non performance or compliance with above and or any other assigned duties as the need arises .

 

 

DAYAPARAN

 

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         HOUSE KEEPER (ROOM MAID)

DEPARTMENT :      HOUSEKEEPING

REPORTS TO :       HOUSEKEEPING SUPERVISOR

EFFECTIVE DATE :

 

JOB SUMMARY

Carries out basic tasks that would ensure an orderly and efficiently run food, beverage, stationeries, housekeeping, and general materials stores.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

INCLUDE THE FOLLOWING:

1.     Put off all lights in the guest room, open windows, if necessary remove early morning tea or breakfast tray.

2.    Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out  before job commencement.

3.    Clean windows thoroughly with appropriate cleaning material, strip bed, mop floor and put off the AC.

4.    Empty ashtray, waste paper baskets and generally tidy room.

5.    Use vacuum cleaner to clean rug in the guest’s room, remove carpet edges where necessary.

6.    Attend to WHB, fold towels, check for soap, tissue, shampoo and other necessary toiletries.

7.    Make bed, adjust window, dust all furniture and fittings and leave them lint-free.

8.    Remove marks from paintwork and attend to mirrors, furniture and fittings, including all edges, pictures, lights, telephone, TV and radio. Wiping, dusting and polishing as necessary.

9.    Refill folder, replacing cards and literature if at all marked, making sure that Bible and telephone directories are conveniently placed.

10.                       Attend to bathroom: WHB, bath, WC. Wipe or dust all surfaces. Put out clean towels, soap and toilet paper. Clean floor according to kind.

11. Use air freshener to prepare the room for guest arrival.

12.                       Handle guest’s laundry as well as hotel laundry.

13.                       Look for lost and found property, report same to the housekeeping supervisor.

14.                       Wipe out drawers, inside of wardrobe and check for coat hangers.

15.                       Inspect all facilities in the room and record in fault-record book information.

16.                       Help in transferring guest from one room to another where need be.

17.                       Take appropriate measures in emergency.

18.                       Dutifully carry out other jobs as may be assigned.

 

 

It is pertinent to mention that you will be held responsible  for non performance or compliance with above and or any other assigned duties as the need arises .

 

 

      DAYAPARAN

 

 

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         CLEANER / GARDENER

DEPARTMENT :      HOUSEKEEPING

REPORTS TO :       HOUSEKEEPING SUPERVISOR

EFFECTIVE DATE :

 

JOB SUMMARY

Carries out basic tasks that would ensure a clean and well tidied environment, conveniences, well cultured floral gardens.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 INCLUDE THE FOLLOWING:

1.     Take a daily walk round the premises to check for dirty spots which must be attended to accordingly.

2.    Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out  before job commencement.

3.    Rake and clear all dirt’s accordingly to the garbage can at the designated area of collection.

4.    Water and trim flowers when the need arises.

5.    Clean all public areas and ensure a thoroughly clean environment.

6.    Check the generator and attend to it by way of cleaning, filling-in of filtered diesel, and general regulation if assigned to do so.

7.    Report any faults to the housekeeping supervisor.

8.      Dutifully carry out other jobs as may be assigned.

 

It is pertinent to mention that you will be held responsible  for non performance or compliance with above and or any other assigned duties as the need arises .

      DAYAPARAN

JOB DESCRIPTION

 

JOB TITLE :         LAUNDR MAN / HEAD

DEPARTMENT :      HOUSEKEEPING

REPORTS TO :       HOUSEKEEPING SUPERVISOR

EFFECTIVE DATE :

 

JOB SUMMARY

To operate washing or dry cleaning machines. Using them to clean commercial, industrial or household materials; such as sued, leather, and cloth garments, furs, blankets, draperies, fine linen, rugs and carpets. To take care of hotel linen as well.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 INCLUDE THE FOLLOWING:

1.     Take proper records of all items sent to the laundry for washing, dry cleaning, pressing etc.

2.    Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out  before job commencement.

3.    Ensure proper tagging, charge and prompt delivery of all items

4.    Prepare a separate account book for the laundry department for all consumables and cash receipts

5.    Remit all cash receipts to the cashier office at the end of every shift

6.    Take direct responsibility for all activities in the laundry and maintain a proper work schedule

7.    To operate / handle the washing and dry cleaning machines in a professional manner

8.    To press and give shape to articles using hand iron, remove wrinkles and stains and handle delicate textiles, such as lace, rayon and slicks

9.    Render valet service to in-house guests

10.                       Handle all food and beverage linen and employee uniforms

11. Handle all housekeeping linen in the likes of bed sheets, pillow covers, blankets, duvets, window blinds etc, as the case may be.

12.                       Laundry head to ensure that all laundry consumables are constantly available for use in the laundry.

13.                       Laundry head makes requisition for consumables to be used from the store.

14.                         Dutifully carry out other jobs as may be assigned.

 

 

It is pertinent to mention that you will be held responsible  for non performance or compliance with above and or any other assigned duties as the need arises .

 

 

      DAYAPARAN

 

 

 

 

 

 

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         SOUS CHEF

DEPARTMENT :      F & B

REPORTS TO :       CHEF

EFFECTIVE DATE :

 

JOB SUMMARY

Assist the chef in planning, directing and coordinating the activities of the kitchen and kitchen-related sections of the F & B department.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 INCLUDE THE FOLLOWING:

1.     Assists the chef to oversees the functional activities that take place in the  food preparation areas of pastry, ladder, kitchen store, continental and national cooking spots.

2.    Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out  before job commencement.

3.    Direct the preparation, seasoning and cooking of all food items in the kitchen in the absence of the chef.

4.    Ensure the proper and hygienic preservation of all food items

5.    Maintain high safety and hygienic condition and standards  in the kitchen

6.    Assists the chef in planning and organizing the kitchen department for smooth operations, service delivery and welfare of guests.

7.    Report any irregularity with the food in the kitchen area to the chef.

8.    Must be able to prepare for service both local and continental dishes for service to the guest.

9.    Assist in implementing the developed control measures that would assist in the prevention of wastages and pilfering in the kitchen areas.

10.                       Organize requisition of requirements from the store for departmental use as instructed by the chef.

11. Assist in ordering supplies and keeping proper records of food stocks and accounts of sales in the  restaurant via the docket system.

12.                       Ensure prompt and efficient delivery of food ordered for service in the service areas.

13.                       Liaise  with the chef on banquet  activities via an already circulated function sheet

14.                       Assist in maintaining discipline in the kitchen and kitchen-like areas.

15.                       Assist in overseeing the personal grooming of kitchen staff and ensures high standard of cleanliness together with the practicable level of hygiene.

16.                       Assist the chef in training new staff on basic principles of kitchen hygiene, food preparation, portioning and presentation.

17.                       Dutifully carry out other jobs as may be assigned.

 

 

It is pertinent to mention that you will be held responsible  for non performance or compliance with above and or any other assigned duties as the need arises .

 

 

DAYAPARAN

 

 

JOB DESCRIPTION

 

JOB TITLE :         COOKS

DEPARTMENT :      F & B

REPORTS TO :       CHEF

EFFECTIVE DATE :

 

JOB SUMMARY

Under general supervision of the chef, to prepare, season and cook a wide variety of dishes that are represented in breakfast, lunch, dinner or specialty menus.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

INCLUDE THE FOLLOWING:

1.     Receive food ingredients and supplies from main kitchen and store as required for daily operations

2.    Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out  before job commencement.

3.    Review production schedule to determine food requirements including variety and quantity of food for preparation and to assemble supplies and equipment needed for daily cooking activities

4.    Season and prepare a wide variety of food such as vegetables, fruits, meats, soups, salads, and cereals in accordance with prescribed recipes.

5.    Slice, grind, and cook meats and vegetables using a full range of cooking methods; test food being cooked for quality

6.    Prepare and bake simple pastries and rolls

7.    Complete production sheets and other records as required

8.    Maintain clean work areas, utensils and requirement

9.    Cater for special events and out door catering (O.D.C.) as required

10.                       Attend to day to day problems and needs concerning equipment and food supplies; detect and ensure disposition spoiled or unattractive food, defective supplies / equipment, and / or other unusual conditions

11. Perform miscellaneous job-related duties as assigned

 

 

It is pertinent to mention that you will be held responsible  for non performance or compliance with above and or any other assigned duties as the need arises .

 

 

      DAYAPARAN

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         KITCHEN ASSISTANT

DEPARTMENT :      F & B

REPORTS TO :       CHEF

EFFECTIVE DATE :

 

JOB SUMMARY

To wash and store properly all dishes, trays, eating utensils, cups and small equipment for the kitchen. Ensure that the kitchen is kept in a clean, hygienic and efficient condition at all times. Shall assist the cooks with preparation of minor food items and breakfast orders.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

INCLUDE THE FOLLOWING:

1.     To clean and sanitize china, glassware and flatware

2.    Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out  before job commencement.

3.     Stock clean dishes, cutlery and glasses in designated areas

4.    Wash pots and pans

5.    Empty kitchen garbage regularly

6.    Clean, polish and bleach (where necessary) kitchen equipment

7.    Assist in food preparation as per chef’s instructions

8.    Follow food safe procedures

9.    Maintain a clean work environment

10.                       Assist the cooks and chef as necessary

11. Clean the kitchen floor regularly

12.                       Assist waiters in the discharge of their duties

13.                       Perform miscellaneous job-related duties as assigned

 

It is pertinent to mention that you will be held responsible  for non performance or compliance with above and or any other assigned duties as the need arises .

 

 

      DAYAPARAN

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         BARMAN

DEPARTMENT :      F & B

REPORTS TO :       F&B SUPERVISOR

EFFECTIVE DATE :

 

JOB SUMMARY

To serve drinks in the restaurant, bar, lounge and any area designated for that purpose. Mix cocktails and shakes for service in the bar and special occasions.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 INCLUDE THE FOLLOWING:

1.     Maintain a high standard of personal grooming and hygiene techniques especially in the bar area i.e. keep the bar area clean and tidy.

2.    Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out  before job commencement.

3.    Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out  before job commencement.

4.    Check and replenish bar supplies. Never allow to run dry.

5.    Keep all glasses clean, transparent and well polished in advance.

6.    Must be able to mix cocktails

7.    Give fast and satisfying service.

8.    Maintain good public relations

9.    Submit bill and receive money for all sales and submit same to the cashier.

10.                       Clean and secure the bar at all times

11. Take appropriate stock and pass on to the F&B supervisor

12.                       Take appropriate action in emergencies.

13.                       Attend to customer’s complaints or refer.

14.                       Ensure the security of empties and glasses.

15.                       Report maintenance faults in your work area for rectification.

16.                       Perform miscellaneous job-related duties as assigned

 

 

It is pertinent to mention that you will be held responsible  for non performance or compliance with above and or any other assigned duties as the need arises .

 

 

DAYAPARAN

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE :         WAITER / WAITRESS

DEPARTMENT :      F & B

REPORTS TO :       F&B SUPERVISOR

EFFECTIVE DATE :

 

JOB SUMMARY

To serve food and drinks in the restaurant, bar, lounge and any area designated for that purpose. Carry out room service (waiters only) and specialty services as the need arises

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

INCLUDE THE FOLLOWING:

1.     Take reservations for seats, food / drinks orders over the phone or in person.

2.    Reports for work at least 15 minutes before resumption time to ensure basic mice-en-place are carried out  before job commencement.

3.    Maintain a high standard of personal hygiene.

4.    Prepare service table by lay-ups and side boards, polish cutlery and all glassware.

5.    Cheerfully receive guests and offer them seats.

6.    Unfold napkin and serve water

7.    Hand over menu and allow time for study. Stay handy and well focused for questioning or explanation on menu.

8.    Take orders from the guest via a docket (aperitif and food).

9.    Give docket to the abouyer in the kitchen, follow up to ensure quick preparation and dishing from the kitchen.

10.                        Observe diners to ensure that guests are satisfied with the food and service, respond to additional requests and determine when the meal has been completed

11. Stock, remove, and reset dishes and silverwares between courses and clean and reset vacated tables. Present bills for all services rendered, remit cash collected to the designated cashier.

12.                       Clear table after services and reset.

13.                       Handle customer complaints or refer to the F&B supervisor

14.                       Take appropriate action in emergency.

15.                       Maintain good public relations.

16.                       Perform miscellaneous job-related duties as assigned

 

 

It is pertinent to mention that you will be held responsible  for non performance or compliance with above and or any other assigned duties as the need arises .

 

 

      DAYAPARAN

 

 

 

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247 Responses to 'Hotel Manual'

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  1. Rajendran said,

    on November 18th, 2006 at 10:11 am

    Thanks for sharing it. It is really useful manual, found through google search, thanks to google too.
  2. Silva Dona said,

    on November 29th, 2006 at 1:50 am

    can you send the detailed one to my mail please thanks Silvia
  3. Joan said,

    on May 19th, 2007 at 9:56 am

    can u send the detailed info about F&B Operations Manual to my mail box. Thanks.
  4. Rajan Chinniah said,

    on June 13th, 2007 at 8:26 pm

    Thanks for sharing the manual. Helping me a lot as a Hospitality Management student. Could you please send me the entire Hotel Operation Manual? It will be of even greater help in my research. Thank you so much.
  5. arlene said,

    on June 16th, 2007 at 4:07 pm

    i found your manual very useful, it would help me a lot. Thank you very much. Is it possible for you to send me the complete operations manual for front office department specifically for: Reception clerk/cashier, bell service, room reservations, Telephone Exchange, Business Center and Concierge. Thank you very much in advance. From: arlene templo
  6. daya said,

    on June 17th, 2007 at 6:00 pm

    hi.

    I did not receive some mail id’s clearly else, i missed something the mails did bounce back to me, but, who so ever received the entire manual hope you all found it useful, the manual with some picture is up to 20mb, now let me upload to my server and then post the link today, else, let me remove those photographs from the manual and upload it for you all.

  7. natalie said,

    on July 3rd, 2007 at 2:19 pm

    hiya..Thank you for sharing your operations manual, could you send me the detailed one.
    Do you have any maintenance reporting procedures? I’m opening a small hotel at the moment and it would be really useful!
    If you ever need workshops (powerpoint) on supervisory skills, communication, running effective meetings etc…let me know I will send them to you.
    Cheers Natalie
  8. daya said,

    on July 4th, 2007 at 12:52 am

    thanks indeed, i will send the detailed manual today, also reporting procedures and documentation are many which one you exactly need>
  9. Foreigner said,

    on July 6th, 2007 at 4:46 pm

    I am newbee to the hospitality business. Will be very grateful if you would send me full manual and procedures and documentation. One area I have real interest in is internal controls. If anything on this, that will be appreciated too. Cheers.
  10. Kamen said,

    on July 8th, 2007 at 9:29 pm

    I have a friend with a little hotel. He asked me to advise him some rules for the personnel in view to attend perfect customers. I think your full version of the Manual will be very useful for him.
    Thank you in advance>
    Kamen
  11. daya said,

    on July 9th, 2007 at 12:52 pm

    i have send it to your mail. however, i am just going to upload the entire manual today, to my server, so that, anyone can download. cheers.
  12. malou said,

    on July 12th, 2007 at 11:18 am

    hi! this is really very helpful. please advise how can i download this manual… thanks!
  13. daya said,

    on July 12th, 2007 at 2:07 pm

    i will mail it to you. leave your mail address. regards daya
  14. Maggie said,

    on July 17th, 2007 at 5:34 am

    I am new to hotels having previous exp in school administration. I would like to recieved a copy of your hotel manual since I’m starting new. My address is Maggie Ledbetter, FOM Doubletree Downtown Tulsa 616 W. 7th St Tulsa, Ok 74127 Thanks
  15. daya said,

    on July 18th, 2007 at 3:41 pm

    maggie, i would try to send this by next week. i am sorry if that is makes you to wait for a while, but, for sure, by next friday, i shall courier you the manual, but, if a pdf versions is ok let me know, i can speed up. regards daya
  16. HENRY F. CANOY said,

    on July 29th, 2007 at 9:41 am

    I would appreciate if you would anything of food and beverage manual. such as job descriptions for F&B Manager Director / Manager, Kitchen/Culinary management operations manual for my reference in academic and industry use. Thank You.
  17. daya said,

    on July 29th, 2007 at 4:00 pm

    i will give you the detailed manual right today. here at spicyexpress sorry fo r the delay, recent time focusing on software development
  18. malou said,

    on August 10th, 2007 at 7:50 am

    this is really very useful! please email me the entire manual. would really appreciate it. i need it for my studies.

    thanks!

  19. Maggie Ledbetter said,

    on August 15th, 2007 at 1:37 am

    Please go ahead and e-mail me the manual. Thanks so much.
    Maggie
  20. daya said,

    on August 16th, 2007 at 10:03 am

    just zipped and mailed. regard daya
  21. Patrick said,

    on August 20th, 2007 at 9:53 pm

    Hi Daya, fantastic manual. Can u please email me the entire manual for my personal use. Cheers.
  22. mala said,

    on August 21st, 2007 at 12:43 pm

    Daya great manual. could u please email me the entire manual? would be very useful. many thanks!
  23. Maggie said,

    on August 22nd, 2007 at 6:35 am

    Daya,
    Try sending the zipped copy of hotel manual to my work e-mail. I did not get the copy sent to my personal e-mail.
    Thanks, Maggie
  24. Patrick said,

    on August 22nd, 2007 at 8:28 pm

    Hi Daya,
    Please kindly email a zipped copy of your hotel manual to my msn.com address. many thanks and best regards.
  25. ANIRUDDHA DAS said,

    on August 23rd, 2007 at 2:30 pm

    Dear Mr. Dayaparan,

    I hail from a hotel management institute. The contents of your manual displayed here are truly wonderful. I would be really grateful if you may kindly email to me the complete manual to my email address: adas.iias@gmail.com.

    Thanks and regards,

    Aniruddha Das

  26. Joao said,

    on August 29th, 2007 at 4:24 am

    Daya
    Your manual is definitely a great guide especially to people who do not work for international hotel chains. I would be grateful if you could also send me the full manual to my email. Thanks and best regards
    Joao
  27. Vitoon said,

    on August 29th, 2007 at 4:26 pm

    Dear: Sir

    Very kind of you to let’s me look into this manual which was very very interesting.The other big requirement
    from you that.Do you have STANDARD OPERATION MANUAL FOR HOTEL SECURITY.If it available please
    send to me one.
    Thanks + very kind of you
    toon

  28. daya said,

    on August 29th, 2007 at 7:05 pm

    Hi, All readers, i am sorry for the delay in sending the operation manual, as i was busy with my new job as the executive director for Ninteen Hour IT.. I am just going to upload entire manual, by this weekend, which should be a very big file, i am sure, that would solve all users request.
  29. Suny Tran said,

    on September 1st, 2007 at 4:34 pm

    really helfull! please share me with the detailed copy of the hotel manual. Thanks.
  30. aslam said,

    on September 2nd, 2007 at 6:06 pm

    really very useful! kindly share me with the detailed copy of the hotel manual. Thanks.
  31. Alice said,

    on September 5th, 2007 at 8:15 pm

    Fantastic!!!This manual will help me too much.Please could i receive the detailed copy of it???Thank you in advance.
  32. jeffrey said,

    on September 6th, 2007 at 9:35 am

    hi daya,
    could you kindly send me the full detailed of the maula, i find it really good and helfull.
    thanks
    jeff
  33. Edi said,

    on September 11th, 2007 at 1:05 am

    Really, really hekpfull ! Please be so kind to mail me a copy of the entire file. Thanks alot.
  34. Sumanto said,

    on September 13th, 2007 at 1:40 am

    Very interesting and helpful, you’ve done a great job. I will be obliged if you would mail me the entire file. Thankyou in advance.
  35. Patrick said,

    on September 19th, 2007 at 5:43 pm

    Dear Daya, Please kindly email to me the complete manual. Best wishes Patrick
  36. Jake said,

    on September 21st, 2007 at 5:40 am

    Good day Daya,
    Just went throug the material and it was great. Would you be so kind as to send me the entire file? Thank you so much. Cheers
  37. Carol said,

    on September 21st, 2007 at 7:30 am

    Hi Daya, this is fantastic. Can you please send me the entire manual.

    Thank you so much.

  38. daya said,

    on September 23rd, 2007 at 11:58 am

    copies of the manual has been send, can you please all confirm the receipt. further, i will be releasing updated hotel technical manual in a weeks time here. stay tunned.
  39. Patrick said,

    on October 1st, 2007 at 9:09 pm

    hi Daya, sorry, I did not receive a copy of the full manual. Please kindly send it again to my email address. I would be interested also to receive your Tech manual. Many thanks Patrick
  40. rchalana said,

    on October 3rd, 2007 at 11:54 pm

    Hi can u pls send me complete manuals, detailed procedures and documentation regarding hotel operations, Front office, F&B, Production & Maintenance. Or let send me the link to download the same.
  41. Tomy said,

    on November 17th, 2007 at 11:55 am

    Hi,
    Could you please send me the entire manual to my e-mail address.

    Thank you

    Thanks

  42. Tomy said,

    on November 23rd, 2007 at 11:23 am

    Could you please send me complete manuals, detailed procedures and documentation regarding hotel operations, Front office, F&B, Production & Maintenance. Or let send me the link to download the same.
  43. state vasile said,

    on November 30th, 2007 at 2:23 pm

    I would like to have more information about a training manual regarding front desk , thank you
  44. state vasile said,

    on November 30th, 2007 at 2:32 pm

    I do more then my job and I make training with all staff from the hotel Vila Excelsior in Vama Suceava Romania , and I need basics information for a good training for all employees , you are the one you can help me , thanks vasile state
  45. joe naty said,

    on December 22nd, 2007 at 10:11 pm

    Its a very usefull operation manual,please can you send me the full one as soon as possible.thank you for your help.
  46. joe naty said,

    on December 26th, 2007 at 10:07 pm

    Its me joe,I wish you can send me the full version of the manual as soon as you can.thanks
  47. Reggie Santos said,

    on December 29th, 2007 at 12:04 pm

    Hi! I am from the Philippines. Could you please send me the full version of this manual. We are starting a hotel business. Thank you very much!
  48. Mike Zawk said,

    on December 30th, 2007 at 10:19 pm

    Hey, My name is mike,we are working on a project in university and i think we might need help from your manual. Can you please forward the full version to my email. Thank you.
  49. daya said,

    on January 1st, 2008 at 5:30 pm

    Hi,

    I have send the manual, actually it is quite big 22mb hence, i have send the link, please download it, i will be there for 7 days in you send it. hence, download asap. regards daya

  50. joe naty said,

    on January 6th, 2008 at 9:12 pm

    I didn’t receive any email,how can we solve this problem.thanks for your help.
  51. Reggie Santos said,

    on January 8th, 2008 at 12:31 pm

    Hi! Kindly email the link where we can download the full version of the manual. Thank you very much.
  52. imelda said,

    on January 9th, 2008 at 1:03 pm

    Indeed, you have been a great help!
    I am interested in receiving the complete manual. Please e-mail to my address. Thank you and more power!
  53. Di said,

    on January 10th, 2008 at 4:51 pm

    Hi Daya,
    Thank you for posting and sharing such wonderful information with everyone! I am interested in receiving your complete manual. Please kindly email to me. Would you have any advice on Quality Assurance for Hotel? Thank you very much!
  54. Rita Nagujja said,

    on February 12th, 2008 at 4:09 pm

    Thank you so much for this Manual. Please Post the full version to my email address above.
  55. Jacek said,

    on February 14th, 2008 at 1:27 am

    Thank you for posting this useful information. I am interested in receiving your complete manual. Please send to my email adress
  56. Rajen Thuraisingham said,

    on February 18th, 2008 at 1:59 pm

    Thanks very much. This is great info. Pls if you have the full manual could you send me an e-mail copy. Thanks once again
  57. jbeck said,

    on February 19th, 2008 at 9:16 pm

    This manual has alot of useful information. Could you forward the full manual to me? Can’t wait to see the rest! Am very interested to see the full model.

    Thanks!

  58. can said,

    on March 1st, 2008 at 5:35 am

    Dear Daya,
    Could you please send me the full version of this manual. Thank you for your kindness.
    canvecan1@tnn.net
  59. IRMA said,

    on March 4th, 2008 at 3:12 am

    Hi Daya,
    This manual helps me a lot. Could you please forward me the manual for front office
  60. Raymond Jourdan said,

    on March 13th, 2008 at 4:48 am

    Hi Daya,

    Found your manual reseaching the net via google. Has been a tremendous assistance in my first role looking at hotel operations. If possible, would you kindly email me the detailed manual, including Front Office oeprations. Thanks again!

  61. Nick Patel said,

    on March 21st, 2008 at 8:34 pm

    Hello Daya,
    Great manual you have put together. Is it possible for you to email me the detailed manual.

    Thank You!

  62. jack cox villa cascada said,

    on March 23rd, 2008 at 10:47 am

    I am trying to manage 5 all inclusive villas

    your manual is the best and most thorough manual regarding hotels that I have found

    Is it possible that I also could receive a complete copy of the detailed manual and any other pertinent information.

    Thanks Very Much
    Jack Cox
    villa cascada.com

  63. sundar said,

    on March 27th, 2008 at 10:14 am

    Dear Daya,
    This manual has a lot of useful information. Could you forward me the full manual to sudhinam@yahoo.com.
    It’s urgent pls as I am writing SOP for our hotel.
    Tks,
    G.R.Sundar
  64. David said,

    on March 27th, 2008 at 3:27 pm

    Dear Daya,

    I would also like to have a copy of the full text version of the ops. manual you made. I am doing a research project on hotel operations and this would help me a lot. I really appreciate you having worked so hard to make something like this. Please email it david.zavaletta@ehl.ch. Thanks a bunch… and mine is a little urgent like Sundar as well. Thanks!!!!

  65. Tracy M. said,

    on March 28th, 2008 at 10:11 am

    Dear Daya
    great stuff, could you send me kindly the full text version. Please also get in touch with me since being based in Central America, I would love to do a Spanish version and see some potential business opportunites with you.
    Kindest Regards
    Tracy
  66. kumangz said,

    on March 31st, 2008 at 8:32 am

    Dear daya,

    It is full info to me. Can you please e-mail me the full version of it at kumangz@gmail.com, i will be running my own hotel in few months time.

    Thank you
    Kumang

  67. Amaresh said,

    on April 3rd, 2008 at 1:27 pm

    Hi Daya,
    exellent work!!! We are astart-up company in Hospitalty sector.
    Your manual will be very useful. Please mail the full version at apcsllb@gmail.com
  68. Yoanna said,

    on April 9th, 2008 at 4:35 pm

    Dear Daya,

    Could I kindly ask you to mail me the full version to m_yoanna@libero.it Thanks

  69. Victor Ong said,

    on April 10th, 2008 at 11:42 am

    Hi Daya,

    Good coverage and informative.. Hope u can email me the full version at sweeong@pc.jaring.my. Many thanks and hope u do updates…

  70. Salvador del mundo said,

    on April 12th, 2008 at 2:16 pm

    Hi Daya,
    This was great reading material for my research. Would it be possible for you to email me the full manual? I would really appreciate it for my studies. My email address is salvador_delmundo@yahoo.com Thanks in advance.

    Salvador

  71. Matt Redhead said,

    on April 13th, 2008 at 7:26 pm

    Hi

    I have just come across your hotel manual and it is fantastic, I am currently setting up a hotel and would like the full text manual if possible.

    Kind regards

    Matt

  72. Fon said,

    on April 16th, 2008 at 12:28 pm

    Dear Daya,

    This “Hotel Maunal” of yours is very useful. Thank you for sharing it.

    And, it would be very appreciated if you could mail me the full version. Thank you very much.

    Regards,
    -Fon-

  73. sivakumar said,

    on April 18th, 2008 at 3:03 pm

    can you please send me the full manual for front office staff and housekeeping. thank for ur excellent work.hats off.
  74. Dan Stein said,

    on April 21st, 2008 at 12:37 am

    Please send the file of full manual, looks great. Thanks!
  75. kim said,

    on April 23rd, 2008 at 8:54 pm

    it’s great
    can you sent me the full manual, thank you very much.
    kim501215@yahoo.com
  76. Louis said,

    on April 28th, 2008 at 2:49 pm

    Good Stuff. Thank to send me the full manual.
  77. jorge said,

    on April 29th, 2008 at 11:56 am

    HI, its really good your manual, Could you please send me for recreation department.
    I need something about the mini standard or basic guidelines/department guidelines for recreation.

    Thank you in advance

  78. jeremygimson said,

    on May 1st, 2008 at 11:17 pm

    thanx for posting such material it’s very helpfull.would u email me please the entire oparation manual ??thanx in advance.
  79. Derick said,

    on May 4th, 2008 at 4:13 pm

    It will be appreciated if you could please send me the full manual. Thanks.
  80. Jay said,

    on May 6th, 2008 at 10:31 pm

    Hi Daya,
    I was really looking for these sorts of resources in the internet for a long time but there is hardly any at the moment other than yours. Your manual is very useful for novice and expert alike. Could you please give me a complete copy of this manual?

    Regards,
    Jay

  81. jennywalker1 said,

    on May 7th, 2008 at 10:01 am

    Wow, Ivv’e been looking for these sort of resourses for months on line & had very little luck. As a new manager such a manual would be a life saver. Please can you email me a copy. Jennywalker1@gmail.com
    Thanks Jenny
  82. wanlapa said,

    on May 8th, 2008 at 6:23 pm

    Ms. Wanlapa from Thailand,

    I am a new manager. Would you please send me your full manual. uwanlapa@yahoo.com

    Thank you very much,

  83. topee tan said,

    on May 9th, 2008 at 7:00 am

    Hi! can i asked for a soft copy of your manual.
    thanks!
  84. topeetan said,

    on May 10th, 2008 at 5:00 pm

    hi daya, nicely written. can i ask for a copy of the whole manual. kindly email me the link and will download it from the server.

    regards,

  85. Balu said,

    on May 15th, 2008 at 4:31 pm

    Hi Daya,
    It is really useful for me.Kindly send me the the link or entire manual to my mail id. Thank You so much.
  86. daya said,

    on May 16th, 2008 at 2:31 pm

    test
  87. Alan said,

    on May 19th, 2008 at 2:28 am

    Great stuff. Many thanks. May I have a copy of the full manual? alanpeet@gmail.com
    Many thanks
  88. Satia said,

    on May 19th, 2008 at 6:52 am

    Dear Daya,
    That is the way to go. Will greatly appreciate if you can kindly send to me the entire manual. Bless you and Thanks a lot.
  89. Mahdi Al Salah said,

    on May 20th, 2008 at 8:17 pm

    Dear Daya
    Very interesting would you please send me the detailed manual
    Thanks
  90. Lillian Ooi said,

    on May 21st, 2008 at 12:52 pm

    Hi Daya

    I would appreciate if you can send me the soft copy complete set of the manual. From what I read above I think it would help me alot in preparing for my project paper on hotel operation in my coming examination and presentation. Thanks for the information.

  91. Tsutomu Ogawa said,

    on May 23rd, 2008 at 11:44 am

    Dear Mr. Daya,
    I am a checker at a Tokyo translation firm. Could you please e-mail me the complete set of the hotel manual?
    Address:
    bluelake61@yahoo.co.jp
  92. Tsutomu Ogawa said,

    on June 12th, 2008 at 10:03 am

    Dear Mr. Daya,
    May I remind you of my sincere request for the full file of your hotel manual? I thank you very much in advance. My e-mail address:
    bluelake61@yahoo.co.jp
  93. aiza manuel said,

    on June 21st, 2008 at 9:47 am

    tnx!!! can you email me the responsibilities of a valet attendant?
  94. erwin mayor said,

    on June 23rd, 2008 at 11:13 am

    This manual is very informative. I salute you for sharing this. I would higly appreciate it if you will meail me more of your manuals. More power to you .
  95. Nerissa said,

    on June 23rd, 2008 at 1:54 pm

    Hi, I am new in hospitality business, could you send me the whole manual and procedures please..I am so happy a person like you has been so very helpful. The manual is very very useful. I hope to receive your manual. More power…
  96. Raven said,

    on June 26th, 2008 at 4:19 pm

    Very Comprehensive work. Thanks. Please be so kind to send me the full file. Cheers.
  97. Tom said,

    on June 27th, 2008 at 6:13 pm

    I found you manual ( short version ) to be very interesting. Could you e-mail the full version. Thank You for sharing.
    TH
  98. OLAGUNJU YINKA PETERS said,

    on June 27th, 2008 at 6:36 pm

    I LOVE THIS MANUAL, I SEE IT AS A PRACTICAL WORK PUT TOGETHER IN THEORY, COULD YOU PLEASE SEND THE FULL VERSION TO ME
  99. test said,

    on June 28th, 2008 at 10:49 am

    hi
  100. Thomas Ho said,

    on July 2nd, 2008 at 1:39 pm

    Dear Daya,

    After reading your operation manual, I am really interested to get a full version copy. Please kindly email me a copy.

    Best Regards,
    TH

  101. zubair khan said,

    on July 3rd, 2008 at 11:38 am

    Dear Daya,
    By profession, i am a hotelier.u did a great job for hospitality staff & management.Rather its a very nobel job. i love to have a full verson copy.Plz kindly email me a copy. i will be very greatful.
    best regards
    khan
  102. Carlos said,

    on July 4th, 2008 at 5:27 pm

    hi

    This is the Best Hospitality Manual I had read, can you please send me the full one please.

    Best regards

  103. PRINCE CHRIS OKOJIE said,

    on July 4th, 2008 at 6:00 pm

    Woo!!! what i saw is more than great i must say please i would like you to mail to me a copy of entire file of the manual of JOB DESCIPTION. Thanks a lot.

    yours sincerely.

  104. Nerissa said,

    on July 7th, 2008 at 1:11 am

    please send me the copy of manual…its awesome!
  105. Alaa said,

    on July 7th, 2008 at 3:19 am

    Dear Master
    Great manual for a great master , if i will have the full copy , i will be greatfull
  106. Rudi Rosaria said,

    on July 7th, 2008 at 3:26 am

    Dear Mr. Dayaparan,

    I’m the consultant of a small hotel. I’ve liked the information posted and would like to receive a copy of the detailed operation manual that includes all hotel departments. Plse e-mail a copy of the manual to my email; int1164@setar.aw or if you prefer I can download the manual from the link provided by you.

    Thanks and regards
    Rudi

  107. Eddy said,

    on July 7th, 2008 at 4:05 am

    I am doing a food and beverage job and I would like if its possible receive by email this manual and any other info you can send to me.. Have a good day and Thanks
  108. D said,

    on July 8th, 2008 at 12:57 pm

    Dear, Daya
    What I saw is really great, you must have spend a lot of time planning all this!! Could i please have a full copy send to my mail? It would be a great help
    thanks so much in advance!!!
  109. ashish said,

    on July 8th, 2008 at 1:20 pm

    Superb manual, very well made, can i have a full copy, i might be going in for some hotel consultancy for a very small hotel. if you share other reports as well

    thanks

  110. rudi said,

    on July 8th, 2008 at 10:04 pm

    Dear Mr. Dayaparan,

    Sorry my correct email address is: int1164@setarnet.aw
    Plse emial a copy of th entire manual or the link to download the file.

    Thanks and regards,

    Rudi

  111. Kay Man said,

    on July 9th, 2008 at 9:07 am

    Dear Mr. Dayaparan,

    I am new in hotel industry and find it very useful.
    Appreciate if you can send me a copy to kevinh@mysinamail.com

    Thank you very much,
    Kay Man

  112. Agus Supriyanto said,

    on July 10th, 2008 at 3:41 pm

    Dear Mr. Dayaparan,

    Your information is good for me. Can you send me the detail?

    Thanks a lot,
    Agus Supriyanto

  113. Chester Lau said,

    on July 14th, 2008 at 11:41 am

    Dear Sir,
    I would like to receive a full version of your great manual!
    thanks very much!
  114. Thomas Ho said,

    on July 14th, 2008 at 1:00 pm

    Dear Sir

    I am really interested in your full version manual. Not sure if I have had problem with my email, I still cannot receive a copy of the full version manual. I just started working in a hotel. Appreciate if you could send me a full version copy.

    Thanks and Regards,
    TH

  115. Francis Kodhiambo said,

    on July 16th, 2008 at 12:16 am

    I head marketing department for an hotel chain. I would like to receive your full version manual to cover areas like customer services,sales and marketing.

    Regards
    FOK

  116. Katrina Choo said,

    on July 16th, 2008 at 5:18 pm

    Hello,

    Your manual is very useful for my company. Could you kindly send me a copy of full text of your manual.

    I really appreciate it hope can get reply from you soon

  117. Emilie Lan said,

    on July 16th, 2008 at 5:56 pm

    Dear Sir,

    This is great stuff for my department. I would appreciate receiving a copy of the full manual on my email.

    Thank you,
    Emilie

  118. ashish said,

    on July 17th, 2008 at 3:00 pm

    Dear Daya,

    please email me a full copy of the report. its really well made. ashish_chandak@hotmail.com

    Regards

  119. Akhil Chandak said,

    on July 19th, 2008 at 6:37 pm

    Dear Sir,

    I shall be thankful to have a full copy of this manual

  120. medea said,

    on July 24th, 2008 at 12:16 pm

    Hi,

    It is very useful.. Thanks for posting.. is it possible if you could kindly send me the index/content of the entire operations manual.. I am currently preparing one and needs to check if I might be missing something.
    Much appreciated. Cheers!!!

  121. PRINCE CHRIS OKOJIE said,

    on July 24th, 2008 at 10:48 pm

    Please i would like you to please email to me full copy of this manual at the above address. ciao.

    Yours sincerely Sir.

  122. YUSOFFZAKI a.b said,

    on July 26th, 2008 at 11:26 am

    Hi,
    I am yusoffzaki from malaysia. I read with interest about your hotel manual. It is so as a friend of mine is just about to open a budget hotel. What strike me most about succesful hotel is their system & procedure and their application.

    I appreciate it if you could email me the full set of what you have.

    Thank you, yusoffzaki ab , malaysia

  123. Adam Kay said,

    on July 27th, 2008 at 2:35 am

    Hi,

    I am interested in hotel management and would be most appreciative if you would send your full manual to me. Thanks!

    Adam

  124. Joseph Lee said,

    on July 27th, 2008 at 10:34 am

    Dear Daya,

    It’s really useful for me in my new hotel mnagement projects. I wish you could send me a full copy of the manual.

    Thanks very much!

    Joseph

  125. Basit Masood said,

    on July 28th, 2008 at 2:04 pm

    Hello Daya,

    This information is very usefull. I would appreciate if you can forward me the full file.

    Kind regards

    Basit Masood

  126. KS said,

    on July 31st, 2008 at 1:05 pm

    Hi,

    The manual is very important for my operations,pls mail me asap.

    i need operations manual for hotels and resorts. Also if you can provide me with F&B ops manual and Quality cell manual.

  127. Amresh said,

    on July 31st, 2008 at 5:22 pm

    Dear Daya,

    Kindly send me the full version of the manual .

    It will be a great help …..

  128. ARUN CHEELA said,

    on August 2nd, 2008 at 2:49 pm

    Dear Daya,

    After reading your operation manual, I am really interested to get a full version copy. Please kindly email me a copy.

    Best Regards,
    ARUN

  129. asowo said,

    on August 4th, 2008 at 4:40 pm

    DEAR SIR,

    I PERUSED THE BRIEF AND AND IT HELPED. I WILL REALLY APPRECIATE IT IF YOU COULD SEND ME THE FULL COPY.

    THANK YOU.

  130. C.H.Ng said,

    on August 5th, 2008 at 9:13 am

    Dear Sir,
    Appreciate if you could send me the full version of the manual. Thx & Best Regards
  131. Remi Samuel said,

    on August 10th, 2008 at 7:37 pm

    I found your manual on yahoo search and definitely a good help to the hospitality industry. You have been generous to share the work. If you will kindly send me a detailed manual I will appreciate. God bless you
  132. Charles Ebichi said,

    on August 12th, 2008 at 3:14 pm

    Good Day!

    I read your script on hotels manuals. I found it very educative and educating. Pls, kindly send a complete detail manual and if possible a software copy to my email address: i will be grateful.

    God Bless you!

  133. natas said,

    on August 14th, 2008 at 6:45 am

    read your script and would like to receive the complete manual.
    Thank you,
    greetings Natas
  134. JUNIVIR said,

    on August 14th, 2008 at 11:11 am

    its perfect,

    can you send me a complete manual and if you could as well provide a comprehensive hiring method “just a thought.’.. kindly email me soon thanks.

  135. mostafa said,

    on August 14th, 2008 at 7:34 pm

    thank you
  136. Henry said,

    on August 16th, 2008 at 9:43 pm

    Dear Daya,
    appreciate it if you can email me a complete copy of your hotel manual.Thanks and regards
  137. R.MOHANDAS said,

    on August 17th, 2008 at 1:08 pm

    Dear Sir,
    Good morning and Greetings
    Thanks for your brief manual and it is really very intersting, i like to go for your detailed operational manual, kindly mail to me.

    Thanks & Regards
    Mohandas

  138. henry said,

    on August 17th, 2008 at 6:53 pm

    Hi Daya,
    Appreciate it if you can email me a full copy of your manual on hotel opertion.Thanks
  139. sunder singh said,

    on August 18th, 2008 at 12:52 pm

    Hi Daya,
    I am very impressed with your hotel manual. Its precise and just right. I would really appreciate if you could send me a full version on my email id.
  140. Christl said,

    on August 21st, 2008 at 8:24 am

    Hi Sir,

    Appreciate if you could send me the full copy, and we are all grateful for your what you have given us already.

    Thank you

  141. hkumar said,

    on August 25th, 2008 at 2:03 pm

    hi daya , great manual…do u have info on pre-opening start up manual for a new hotel…would be great help..TQ
  142. Julian said,

    on August 27th, 2008 at 10:52 pm

    Hi! I´m not sure if you are still mailing out this manual but it would really help me with a project I´m doing - It´s really good!

    If you then send me a mail to julianedwards7@hotmail.com

    thanx

  143. John Dzandza said,

    on August 28th, 2008 at 2:35 pm

    Hi, thanks a millions times for this background information. It really helps. I would like to be sent the full version of the manual. Many thanks. Please e-mail to: johndzan@gmail.com
  144. Marc said,

    on September 4th, 2008 at 9:06 am

    Hi,

    if the short version is that good already i would like to know how the long one would look like. please e-mail to 270283@gmail.com
    Thanks

  145. May said,

    on September 8th, 2008 at 7:51 am

    hi there .. will u be able to email me as well
    thanks
  146. Jeremy said,

    on September 11th, 2008 at 4:42 pm

    Hi that manual was great can you sent me a copy of the manula and maby any other manuals that you have for hotel operation. I am making them up for the hotel i work at and am kind of stuck.. If you could please email them to bosnboy@yahoo.com ATT Hotel Operation. that would be great
  147. gina p said,

    on September 13th, 2008 at 9:58 am

    hi daya. could you also send me the complete manual? do you also have sample reports? thanks so much! you’ve been very helpful. please email to my address: gjpineda@yahoo.com
  148. Yogesh A said,

    on September 14th, 2008 at 7:30 pm

    Daya

    This is geart and helpful information. We are in process of opening up a new hotel and restaurant. Could you send me the full version and any other information which would be helpful. Please send me at a_yogesh@hotmail.com

    Thank you very much

  149. senthil said,

    on September 18th, 2008 at 4:38 pm

    Hi Pls. could you send me the complete manual. I think will be usefull for me…
  150. senthil said,

    on September 18th, 2008 at 4:41 pm

    Hi Pls. could you send me the complete manual. I think will be usefull for me…Can u please send me other manuals as well the formats if you have to this id senndil@gmail.com.

    Would be great if i could get it soon.. Thanks and Take Care. Bye..

    Regards

    Senthil

  151. daya said,

    on September 18th, 2008 at 10:10 pm

    Dear,
    I have couriered the complete manual, to all those who are in India and who have mailed their postal address to me ( as i am currently in India) for other, i am really sorry, the complete manual download link, which i removed some time ago, because, of the bandwith problem i had with My ISP with the huge number download, i need re type again and upload, as i lost the softcopy. I would search for during this week end, and then post upload if not i might need some time to type and upload. take care regards daya
  152. Christian Lee said,

    on September 19th, 2008 at 2:08 am

    Dear Daya,

    Could you be so kind to send me the full version Manual. This will be so usefull for our Hotel in Argentina.
    many thanks in advance
    Christian Lee
    cdlee@hotmail.com

  153. Yogesh A said,

    on September 20th, 2008 at 5:12 pm

    Dear Daya

    We appriciate you for having mail the copy in India. How do I send you my mailing India’s address? If you find a soft copy, please email at a_yogesh@hotmail.com or else I can send you my indian address where you can mail me. Let me know how do I send you my mailing address. This will be really helpful for our operation.

    Thanks Again
    Yogesh

  154. daya said,

    on September 20th, 2008 at 9:35 pm

    mail me your address here admin@spicyexpress.net
  155. Yogesh A said,

    on September 21st, 2008 at 12:21 am

    Dear Daya

    Thanks for your prompt response. I have emailed my address in India to admin@spicyexpress.net. I will appriciate if you can send it soon and let me know when you send it.

    Thanks in advance

    Thanks
    Yogesh

  156. Manuel Oviedo said,

    on September 25th, 2008 at 12:15 am

    Thanks for sharing the manual. Helping me a lot with a new proyect. Could you please send me the entire Hotel Operation Manual? It will be of great help. Thank you so much.
  157. narendra said,

    on September 25th, 2008 at 4:11 pm

    Dear Daya
    the information you have given is a immense help for me. Right now i am working as a Corporate Training Manager for a group of hotels. Since it is new role for me the information is great help. It would of great support for my job , if i can get the entire manual document by mail.I am extremely thankful for the information.
    regards

    Narendra

  158. Steve said,

    on September 30th, 2008 at 12:03 am

    Daya,
    I am in the process of opening a new resort in Mexico and would like to get the entire manual if possible. Thanks for your help.
    Steve
  159. Howard Wellman said,

    on September 30th, 2008 at 10:38 pm

    Daya,
    Here in Chelan we are opening a new resort. Your entire manual will very useful. I would like to get your manual.

    Thanks, Howard

  160. Daya said,

    on October 5th, 2008 at 9:29 pm

    Daya,
    Could you please send me any manuals that you have available.
    Thanks Simon
  161. Cesare said,

    on October 9th, 2008 at 8:18 pm

    hallo,
    can i have a copy of the manual for evaluation purpose ?
    thanks
    Cesare - Blu Hotel Belgrade
  162. SRAMIREZ said,

    on October 10th, 2008 at 3:37 am

    Hello, may I have the full copy, please. Thank You
    srzta@yahoo.com
  163. Sundar said,

    on October 16th, 2008 at 12:34 pm

    Dear Daya,
    Good afternoon…
    I am eagerly waiting for the complete manual for the past nine months.I would appreciate , if you could mail it to sudhinam@yahoo.com
    Tks,
    Sundar
  164. joydeep majumdar said,

    on October 28th, 2008 at 1:59 pm

    Dear Daya,
    There are no word enough to appreciate and thank you for this humongous effort of yours! I can very well understand the kind of meticulous detailing you must have undertaken while drafting this wonderful document. It is really GREAT!! We all who are into hoteliering must unanimously thank you for your effort.

    I shall be ever do grateful you could kindly send the full manual as soft copy to my email address. i have just operating a 70 room hotel with a set of totally new staff. It shall be of tremendous help to me if you could kindly lend me your expertise through your Manual.

    Thanking you and warm regards,

    Joydeep Majumdar

  165. S.Radhakrishnan said,

    on October 28th, 2008 at 4:28 pm

    Excellent work. Can i please have the full manual.

    Thanks

    Radhakrishnan

  166. Yogesh A said,

    on October 29th, 2008 at 7:42 pm

    Hi Daya,

    I have been eagerly waiting for a link to download or a hard copy of the manual (India address I have sent you). It will be a great help.

    Thanks
    Yogesh

  167. Marc said,

    on October 30th, 2008 at 3:15 am

    Hi Daya

    This is such a well written manual. Thank you. Could you please send me a full copy (and any other manual you may have)?

    Thanks.

    Marc W.

  168. Dinora said,

    on October 30th, 2008 at 4:12 am

    Thanks for sharing the manual. It helps me a lot with a new proyect. Could you please send me the entire Hotel Operation Manual? It will be of great help. Please send to my email adress
  169. Marc said,

    on October 30th, 2008 at 4:51 am

    Sorry Daya, I forgot to include my email address:

    nottinghub97-toptower@yahoo.com

  170. VIET DAT said,

    on November 2nd, 2008 at 12:01 pm

    Hi Dayaparan
    i found your manual very useful, it would help me a lot. Thank you very much. Is it possible for you to send me the complete operations manual for front office department specifically for: Reception clerk/cashier, bell service, room reservations, Telephone Exchange, Business Center and Concierge. Thank you very much in advance.
  171. Vincenzo said,

    on November 2nd, 2008 at 6:17 pm

    Hi Daya!
    thanks so much for posting thgis manual. I’d be interested in the full version, could you please send it to me?
    this is my email address vincecalta@tiscali.it
    Thank you so much!
    warm regards
    Vincenzo
  172. DARRYL said,

    on November 7th, 2008 at 1:06 pm

    Your manual is very informative and useful.I would be obliged if you could please send me the full version.
    Thanks
    Best Regards,
    Darryl
  173. daya said,

    on November 8th, 2008 at 9:58 am

    shall post the entire manual here in 2 days
  174. Akhil Chandak said,

    on November 10th, 2008 at 8:53 pm

    DEAR DAYAPARAN

    I WOULD REALLY APPRECIATE IT IF YOU COULD SEND ME THE FULL COPY.

    THANKS & REGARDS.

  175. daya said,

    on November 11th, 2008 at 1:15 am

    just give me two more days….
  176. Lawrence Lim said,

    on November 18th, 2008 at 8:29 am

    Dear Dayaparan,
    Would appreciate if you can send the full manual to my email address which I have requested previously but yet to receive. Awaiting eagerly to receive the useful manual. Keep up the good work in the hospitality industry.
  177. may said,

    on November 21st, 2008 at 5:21 am

    hi! thank u very much for sharing. kindly e-mail me the complete/detailed hotel operations manual, i would greatly appreciate it. thank u.
  178. Thomas Ramapuram said,

    on November 21st, 2008 at 12:22 pm

    Hello,

    I have just moved from banking to hospitality and was in a daze with regard to the complex policies and procedures involved in running a resort.

    This report has made my task a lot easier. It would be very very helpful, if you could mail the entire report to thomaseramapuram@yahoo.com.

    Thankyou so much in advance
    Thomas

  179. Thomas Ramapuram said,

    on November 21st, 2008 at 12:26 pm

    Could you please send the full report at thomaseramapuram@yahoo.com
  180. topee said,

    on November 22nd, 2008 at 10:45 pm

    hi daya, can you send a soft copy of the manual to my email. also, do you also have a hotel system that we can used and evaluate? we can discuss regarding this matter thru my email. regards,
  181. KZem said,

    on November 26th, 2008 at 11:32 am

    Dear Daya
    Thank you very much I admired for you kind contribution and are appreciated for useful manual.
    With very best wish & kindest regards
    KZM
  182. Mat said,

    on November 27th, 2008 at 12:26 pm

    Thanks for sharing the manual. It helps me a lot. Could you please send me the entire Hotel Operation Manual at matthieu_liefooghe@hotmail.fr
  183. Duane said,

    on November 28th, 2008 at 4:14 am

    Dear Daya
    your manual is very informative and useful. It would be fantastic if you could email the full manual to me at duanecox@freedomhotels.co.uk
  184. Harvinder Arora said,

    on December 1st, 2008 at 2:47 am

    hi Daya,

    Your manual is very helpful. Could you please email me the full manual? thnanks.

  185. Harvinder Arora said,

    on December 1st, 2008 at 2:48 am

    hi Daya,

    Your manual is very helpful. Could you please email me the full manual? thanks. sonu787@sbcglobal.net

  186. Yogesh A said,

    on December 2nd, 2008 at 1:48 am

    Hi Daya

    Good news as per your posting you were uploading the full version. I have been waiting for it since a long time.

    Appriciate if you can email me the link.

    Thanks
    Yogesh

  187. Dilianne Refalo said,

    on December 2nd, 2008 at 3:20 pm

    Hi DAYA, this is the most helpful thing i found so far since I’ve been working in the hotel industry. I am currently writing the SOP’s for our hotel in malta if you could post me the entire file I would be very grateful i’m sure it would be of great help for me.

    Yours Truly,
    Dilianne Refalo

  188. enia aoki said,

    on December 3rd, 2008 at 10:22 am

    your manual is useful for us, please kinldy send us a copy. thanks you

    Aoki, enia

  189. Maurice said,

    on December 5th, 2008 at 9:31 am

    Hi Daya,

    Thank you very much for sharing this useful information, kindly e-mail me the detailed hotel operations manual, I am very interested in the groups operation departament. I would greatly appreciate it. Once again, thank you.

  190. Fabian said,

    on December 9th, 2008 at 7:27 am

    Hi Daya,

    wow!Thanks for sharing the manual. Helping me a lot as a Hospitality Management student. Could you please send me the entire Hotel Operation Manual? It will be of even greater help in my research. Thank you so much.

  191. Fabian said,

    on December 9th, 2008 at 7:29 am

    wow, Thanks for sharing the manual. Helping me a lot as a Hospitality Management student. Could you please send me the entire Hotel Operation Manual? It will be of even greater help in my research. Thank you so much.
  192. Julkarnain Samosir said,

    on December 9th, 2008 at 10:56 am

    Hi, please kindly send me the full version of this manual, and I can pass it to a friend that get a new asignment as small hotel Manager.

    Regards,

    Julkarnain Samosir

  193. eric said,

    on December 14th, 2008 at 2:53 pm

    thanks for your very useful manual ! Will you please send me your training manuals or modules for the above positions ? Please email it to me and I’ll be forever gtarteful to you !!!!!!!!! GOD BLESS YOU !
  194. Janapal said,

    on December 25th, 2008 at 10:41 am

    Dear Daya,
    Your manual is very helpful. I would be grateful if you kindly mail me it’s complete version.
    Thank you.
  195. Luis Manuel said,

    on December 28th, 2008 at 12:45 am

    Congratulations for sharing your work with everybody. I ´ll like to get the complete vesion. Besides I have some works on the matter and I can also share them.
    Regards
  196. Kevin Reiss said,

    on January 10th, 2009 at 11:32 am

    Daya,

    Your manual has been very helpful. Please send me the full manual.

    Thanks

  197. Maria Bello said,

    on January 13th, 2009 at 12:06 am

    Good afternoon.

    Would you be so kind as to send me a copy of your entire manual? I can´t find anything like this on the web. I need something general and detailed like your manual. Thank you so much

  198. osama s. h said,

    on January 14th, 2009 at 8:09 am

    GOD BLESS YOU DAYA
    this is really the most helpful thing i found so far since I’ve been working in the hotel industry. I was forced to run my hotel in riyadh - saudi arabia by my self , and i needed this kind of help , There are no word enough to appreciate and thank you for this humongous effort of yours!
    Would you be so kind as to send me a copy of your entire manual?
    thanx my dear
  199. Rami Yaseen said,

    on January 15th, 2009 at 1:31 am

    good evening dear,

    this manual was really impressive, i would kindly requested to have a copy of the etire maual.

    Best Regards

    Rami Yaseen

  200. syed zahid said,

    on January 17th, 2009 at 12:05 pm

    It is very impressive and could you please send me copy of entire manual. Is there any operational forms templates, house keeping check list, registration etc…
  201. boondee said,

    on January 17th, 2009 at 1:56 pm

    Very impressive and useful, I have just got promoted as Executive Operation Manager of a 4 star hotel and would you kindly e-mail me the entire hotel operation manual. thank you very much for your kind assistance.
    Best regards,
  202. Robert Pyne said,

    on January 17th, 2009 at 11:38 pm

    Great work and very useful. For me very timely. Could you please email me the entire hotel operation manual.

    Thanks ever so much.

  203. abo ahmad said,

    on January 18th, 2009 at 6:38 pm

    Very helpful and useful, I am new as RM got promoted would you kindly e-mail me the entire hotel operation manual. thank you very much for your kind assistance.
    Best regards,
  204. Michael Ganster said,

    on January 22nd, 2009 at 9:00 am

    This document is wonderful. Could I also kindly request the complete softcopy of your manual.
    Thanks so much, Michael
  205. Tanya said,

    on January 23rd, 2009 at 6:56 am

    This document is wonderful. Could I also kindly request the complete softcopy of your manual.
    Thanks so much, Tanya
  206. Neil said,

    on January 29th, 2009 at 9:03 am

    Great document!! can you email me the complete version?

    Thanks in advance…Neil

  207. John Erikson said,

    on January 29th, 2009 at 9:17 pm

    Hi Daya,

    Am just starting out in the hotel biz. Your manual would be invaluable. Would you be so kind to email the complete version.

    Thank you very much,

    John E

  208. Meagan said,

    on January 31st, 2009 at 7:01 am

    Love this guide!! Can you please email me a full copy of it as well as any Front Desk/Back office Manuals that you might have. Thanks a bunch
  209. pradeep kumar.m said,

    on February 1st, 2009 at 12:27 pm

    kindly mail me this guide
  210. Gary Walker said,

    on February 4th, 2009 at 11:04 pm

    Congratulations on a comprehensive operations standards manual. Would you please be so kind as to mail me the full manual as offered.
    Gary
  211. Sarbani Chakravarty said,

    on February 7th, 2009 at 8:15 pm

    The excerpt given here is very useful. We have a shopping mall which has an extensive food court and self owned banquet. Can you please send the complete manual? Thanks once again.
  212. mannix atienza said,

    on February 9th, 2009 at 3:21 am

    please email me the complete manual as you have offered. thank you very much in advance. you have been and will be very helpful.
  213. bec said,

    on February 9th, 2009 at 9:12 am

    This is what I am looking for. Can you please send the complete manua. It will help me a lot in my Hotel Management subject. Thanks a lot.
  214. Nina said,

    on February 12th, 2009 at 1:56 am

    This is great work, thank you for putting in all this effort and for being willing to share, can you please send me the full version, it would help me a lot in my studies, thanks again.
  215. Basim said,

    on February 14th, 2009 at 12:34 pm

    Great efforts, a real masterpiece, can you please send me the full version, it would help me a lot in my career, many thanks
  216. Ashish said,

    on February 14th, 2009 at 6:59 pm

    very beneficial for us to give a proper growth to our future.May i get a copy of the complete manual on the same e-mail id.Thanking you so much.
  217. Ashish said,

    on February 14th, 2009 at 7:16 pm

    Thanking you so much for preparing manual for us.With the use of this manual we can get proper information about hotel operations.May i get a compelete version of tha manual.It will me me to feel so happy.Thanking you again for our help.
  218. Cherry said,

    on February 15th, 2009 at 9:09 am

    Hi there! Great job in doing this. May i request for a copy of the complete manual as well? You can send it to the email I have provided. Thank you so much!
  219. Jonathan Go said,

    on February 18th, 2009 at 7:22 am

    Great Work… Helped me a lot in my new job. Please send me the file copy at isabelaasenso@yahoo.com…

    Thanks a lot… and more power.

    Jonathan

  220. Janine said,

    on February 20th, 2009 at 10:12 am

    What a great manual you have put together. We are in the process of opening up a new motel and writing job descriptions and then I cam across your wonderful website. Can I please have a copy of the full version sent to me?
  221. kumarasan said,

    on February 21st, 2009 at 6:47 am

    Great manual. Never thought anyoneone would share such a fantastic document. Do you mind emailing a copy of the full version please?
  222. kumarasan said,

    on February 21st, 2009 at 6:49 am

    Great Manual. Never thought anyone would share such afnatastic document. Do you mind emailing a full version please?
  223. Alex said,

    on February 23rd, 2009 at 2:15 am

    This manual is great. I am working on a research paper over hotel openings and the set up of hotel operation. So it would be a great help, if you could send me a full version to my email.
    Thanks a lot
  224. diskpack said,

    on February 24th, 2009 at 4:56 am

    I have been trying to put together a standard operating procedure for hotel. Would love a full copy of this to add to mine.

    thanks,

  225. Alex said,

    on February 24th, 2009 at 3:15 pm

    Dear Daya
    your manual is very informative and useful. It would be fantastic if you could email the full manual to me at :
    agoetz99@web.de
  226. Rikke Jonson said,

    on February 24th, 2009 at 7:53 pm

    This is fantastic, and very helpful to a report I am writing about standards in Hotel. I would be most thankful if you could send me the whole manual. For educational information only of course.
    regards,

    Rikke

  227. jehad S said,

    on February 25th, 2009 at 4:11 pm

    It a great work, thank for it and i will be very thankful if you sent to a copy of file to my E-Mail jehadsorour@hotmail.com
  228. Mahesh Rajnikanth said,

    on February 28th, 2009 at 10:18 am

    Dear Daya,

    A great work. Gives lot of information and very handy for any person who is setting up or running a hotel / guest house.

    Please send me a copy of the entire mannual.

    Thanks & Regards,

    Mahesh

  229. Mahesh Rajnikanth said,

    on February 28th, 2009 at 2:27 pm

    Dear Daya,

    Its is a great work well done. Please send me the full mannual which will help us in setting up the new guest house.

    Thanks & Regards,

    Mahesh

  230. Elise said,

    on March 4th, 2009 at 1:12 am

    I have been researching this topic for some time. The feedback sounds excellent. I’d love to have a copy of your manual.
  231. benn said,

    on March 4th, 2009 at 9:49 pm

    Hi there. Hours of searching and I found your site with what I need! :-) Could you kindly email the full document please. I would really appreciate it. Working on opening a small hotel soon.
    Many thanks,

    BG

  232. Syed Akhtar Abbas said,

    on March 5th, 2009 at 6:42 pm

    Dear Sir,
    Being a teacher i believe it is one of the best handbook for all the aspiring hospitality professional as well as the serving one so if possible kindly mail me a soft copy with your contact details for taking help in future as well.
  233. noiRam Eca said,

    on March 7th, 2009 at 11:56 pm

    thanks for sharing it.. it serves as a guide for all hotelliers. great job…
  234. Joel said,

    on March 8th, 2009 at 2:23 pm

    has anyone got the full version of the manual? hopefully those who managed to get it may share it with us who are looking for it. I have e-mailed daya but have been unsuccessful to get a copy of the full one. can anyone post a link to it or e-mail it to bojo387 @ yahoo.com please.
  235. Fernando said,

    on March 12th, 2009 at 8:30 pm

    Dear Daya,

    Could you e-mail me the full version of the manual, the information is very helpful in setting up the right procedures, thanks

  236. Livingston said,

    on March 15th, 2009 at 6:34 pm

    This manual will surely help in all areas. I will appreciate if you could email full version to my email at mpokisang@yahoo.com
    Thank you and best regards
  237. NASSER NASEF said,

    on March 19th, 2009 at 12:23 pm

    DEAR,SIR YOUR MANUAL ( HOTEL OPR.) VERY USEFUL ,KINDLY MAIL ME THE FULL VERISON AT NASSER88NASEF@HOTMAIL.COM
  238. Maggie said,

    on March 24th, 2009 at 7:56 am

    You sent me a copy about a year ago and I was notable to open it. I have a gmail account now so would like for you to send me another copy and hope that it works this time. Thanks so much.
  239. Robert said,

    on March 24th, 2009 at 5:41 pm

    your manual is very helpful for newcomer in hotel like me. I would much appreciate if you could send me full manual at rajestuladhar@yahoo.com.

    Thank you

  240. Dominic kilonzi said,

    on March 27th, 2009 at 1:18 am

    Marvelous. Now I can sleep soundly. I have sought for any relevant information to no avail. But today…Please send me the full manual on all the sections. Thank you
  241. akamailuna said,

    on April 2nd, 2009 at 1:57 pm

    The information is quite useful and very appreciated. Please send me a full copy of the manual. Thanking you in advance.
  242. thomas said,

    on April 3rd, 2009 at 11:21 am

    Now this was very helpfull and interesting, for a Roocky like Me in the Business.
    I’d like to inquire if you could kindly send me the full version to me. I am looking forward to your reply.
    And I appreciate your hard work on this, and good luck to all in the Business!
  243. shanthy said,

    on April 5th, 2009 at 7:55 am

    Good work. Do you mind sending me a copy of the full manual please?
  244. Casey Francis said,

    on April 6th, 2009 at 3:17 pm

    Thank you for the brief, the Hotel Operations Manual has been presented superbly and would appreciate if you could be kind enqough to forward a complete version, so that I study this moe indebt. Kind Regards, Casey Francis, MHCIMA
  245. bee said,

    on April 10th, 2009 at 1:17 am

    would you please be so kind to send me a detailed copy of this manual, I am a student in the hospitality industry and this will help me so much Thank you in advance bee_4u2@hotmail.com
  246. Sunil Kumar said,

    on April 12th, 2009 at 5:07 pm

    Thank you for the brief, the Hotel Operations Manual has been presented superbly and would appreciate if you could be kind enqough to forward a complete version, so that I study this moe indebt. Kind Regards,
    Sunil IHM
  247. chuck said,

    on April 16th, 2009 at 1:31 pm

    hello there. i nedd a favor. i was ask by my Front Office Manager to come up with a set of good SOP’s for the concierge team because I’m from the concoerge team. SOP for Luggage pdelivery/pick up, handling different reservation request, telephone answering, etc.
    i just hope that you can help me.
    Thank you in advance.

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