Professional Documents
Culture Documents
Hotel Standard Operating Procedures List
Hotel Standard Operating Procedures List
Finance
Food & Beverage
Human Resources
Marketing
Rooms Front Office
Rooms Housekeeping
Wellness Spa
Technical Services
• Finance
• Food & Beverage
Policy Manual
• Human Resources
Standard Operating Procedures
• Marketing
• Rooms (FO) Employee Handbook
• Rooms (HK)
• Wellness Spa
Employee Benefit Plans
• Technical Services
Employee Training Plan
Marketing Strategy
Online Brochure SPHM
• Finance
Front Office S.O.P
• Food & Beverage
• Human Resources
Front Office Forms Used S.O.P
• Marketing
Guest Standard Letters
Rooms (FO)
• Rooms (HK)
Bell Staff S.O.P
• Wellness Spa
Concierge S,O.P
• Technical Services
• Finance
• Food & Beverage Spa Standard Operating Procedures
• Human Resources
Spa Operating Manual
• Marketing
• Rooms (FO) Massage Treatment Manual
• Rooms (HK)
Spa Staff Handbook
Wellness Spa
• Technical Services
• Finance
• Food & Beverage
• Human Resources
Standard Operating Procedures
• Marketing
• Rooms (FO) Engineering Operations Manual
• Rooms (HK)
• Wellness Spa Emergency Procedures
• Technical Services
Design and Engineering Recommendations
and Minimum Standards
• Procedure FF&E, and Repairs and Maintenance Pre-Book/Process and Hold Reservations
FF&E Register Preliminary Month End Reporting
Finance Projections and Forecasts Provision for Operating Equipment
Food & Beverage Covers Provisions
Finance Menu
INTRODUCTION Accounts Receivable Reporting
Accounting and Internal Controls Requirements
• Business Plan
Hotel Organization Charts Bad Debts
• Operations Manual
Hotel Overview Accounts Receivable/Miscellaneous
• Finance Policy Manual
Job Descriptions
• Info Systems Policy
Key Controls SECTION III: REVENUE
Accounting Manual PMS and POS Controls Revenue
• Hotel Operation Policy Access Controls Room Revenue
Balance Sheet Food and Beverage Revenue
Function Revenue
SECTION I: CASH AND BANKING Telephone/Fax and Internet Revenue
House Floats Leisure Club Revenue
Bank Accounts
Online Brochure SPHM Cash Transactions SECTION IV: PURCHASING/ACCOUNT
Cash Management PAYABLE
Purchasing and Payments
SECTION II: ACCOUNTS RECEIVABLE Purchasing/Receiving Procedures
Account Receivable Receiving Exceptions
City Ledger Accounts Payable
Finance Menu
SECTION V: FOOD AND BEVERAGE
COST CONTROL
• Business Plan
Food and Beverage Inventories
• Operations Manual
Other Inventories
• Finance Policy Manual
Beverage Cost Control
• Info Systems Policy
Other Reporting Requirements
Accounting Manual
• Hotel Operation Policy SECTION VI: PERSONNEL/PAYROLL
Personnel/Payroll
Records Maintenance/Filing
Personnel Change Notice
Payroll Preparation
Payroll Disbursement
Finance Menu
CONTENT:
Policy Manual - General Hand Over to Incoming Manager
• Business Plan General Manager’s Monthly Report
Annual Business Plan
• Operations Manual Authority Limits
Organization Charts
• Finance Policy Manual Room Available
In-House Policy & Procedure Manual
• Info Systems Policy Room Rates Structure
Private & Confidential
• Accounting Manual Room Complimentary
Correspondence
Hotel Operation Policy Standard Audit of Hotel System Guest Disputes – After Check Out
Finance Menu
Purchasing Guest Questionnaire
Insurance Administration Overbooking/Dishonored
• Business Plan
Periodical Audit System Reservations
• Operations Manual
Audit Reports – Responses Travel Agent Commissions
• Finance Policy Manual
Computer Contingency Plan Market Research Disclosures
• Info Systems Policy
Computer Backup Tapes/Disks News Release
• Accounting Manual
Monthly Credit Meeting Product Endorsements
Hotel Operation Policy Monthly Financial Statement Review Advertising Graphics and Standards
Monthly Financial Statements Travel and Entertainment
Staff Salary Advance
Employee Orientation
Turn Over Reports
Job Descriptions
Online Brochure SPHM
Employee Conduct
Sensitive Receipts/Payments
Administration & General
Use of Company Accommodation
Employee Loans
Monthly Sales Report
Late Evening
• Schedule
• Food
• Beverage
Online Brochure SPHM
Lounge Facilities
• Magazines & Newspapers
• Games
• Business Facilities
✓ STAFFING CALCULATION
• Operations Manual ✓ B.E.O./BANQUET MENU
✓ FORECASTING & LABOR COST
• Brand Standards
CONTROL COSTING
• Club Brand Standards
✓ THREE MONTH FORECAST ✓ BUFFET COSTING
• Policy Manual ✓ CATERING POTENTIAL FOOD
WORKSHEET
F & B SOP ✓ USE OF SHOPPING SERVICES COST CALCULATION
• F & B Service Manual ✓ AGGRESSIVE HOSPITALITY ✓ DIRECT EXPENSE CONTROL
• F & B Production SOP ✓ COVER COUNTS ✓ ACCOUNTING FOR FIXED
F & B Menu
✓ SQUIRELL/MICROS POINT OF ✓ BEVERAGE PURCHASING
✓ OPERATIONAL FOOD
RECEIVING PROCEDURES
F & B Menu
F&B Hospitality Points
Serving Our Guests – Our First and Last Order of Service
F & B Menu
Ordering Procedures Serving Finger Bowls and Towels
Wine Service
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Team Service – Fine Dining
Front Server/Wait Staff
Back Server/Wait Staff
Food Server Assistant
Composing a Meal
Presenting of Flatware
✓ Purpose ✓ Procedures
✓ Procedures ✓ Eligibility
Policy Manual Employee Discounted ✓ Frequency
✓ Facilities
• S.O.P Accommodation
✓ Recommended Examinations
• Employee Handbook ✓ Policy Statement
✓ Sample Examinations
✓ Purpose
• Employee Benefit Plans ✓ Pre-Employment Medical
✓ Procedure
Examinations
• Employee Training Plans ✓ Description of Benefits
General Managers’ Housing /
✓ Eligibility
• Human Resource Strategy Associate Benefits
✓ Booking Procedure
✓ Termination of Employment ✓ Policy Statement
✓ General ✓ Purpose
✓ Procedure
Employee Housing
✓ GM Living in the hotel
✓ Policy Statement
✓ Laundry / Dry Cleaning
✓ Purpose
✓ Food & Beverage
✓ Procedures
✓ Housekeeping Services
Online Brochure SPHM Employee
✓ GM living in hotel paid Accommod.
Communications ✓ GM living out of the hotel
✓ Policy Statement ✓ All General Managers
✓ Purpose ✓ Use the Hotel Restaurants
✓ Procedures ✓ Hotel Car
Employee Recognition ✓ Telephones
Programmes ✓ Club Memberships
✓ Policy Statement
✓ Purpose
Hotel Management SPHM Hospitality ✓ Procedures
Contents of Human Resource Standards
Human Resources S.O.P ✓ Employee Handbook
H.R Menu ✓ Orientation Program
✓ Meetings
✓ Harassment in Work Place
✓ Minimum Training Standard
✓ Service Anniversary Recogniition
✓ Skills Enhance Benefits
• Policy Manual ✓ Remove of Company Property
✓ GM’s Bonus Plan
✓ Lockers and Inspections
✓ Controller’s Bonus Program
S.O.P ✓ Incentive Plan
✓ Autorize in Company Property after Working Hour
✓ Meals Break
✓ Associate Information Center
• Employee Handbook ✓ Life Threatening Illnesses
✓ Performance Review
• Employee Benefit Plans ✓ Recognition Program
✓ Exempt/Non-Exempt Classification
✓ Hourly Employees Maximum Rate
• Employee Training Plans ✓ Daily Huddle
✓ Payment of Wages Upon Termination
✓ Listen & Response Session
• Human Resource Strategy ✓ Personal Grooming
✓ Health Benefits
✓ Health Care Eligibility Audit
✓ Equal Employment Opportunity
✓ Benefits Continuation
✓ Request to Transfer
✓ Deceased Employees
✓ Exempt Transfer
✓ Insurance Premiums
✓ Rehires
Online Brochure SPHM ✓ Applicant Flow Log
✓ Relocation Policy
✓ Exit Interview
✓ Unemployment Compensation
✓ Vacancy Listing
✓ Employment of Relative
✓ Employment Verification
✓ Turnover Reporting
✓ Reference Check
✓ Offer Letter
✓ Recruiting
✓ Separation Hourly Management
Hotel Management SPHM Hospitality ✓ Personnel Files
Contents of Human Resource Standards
H.R Menu
• Policy Manual
• S.O.P
Employee Handbook
Employee Handbook ✓ Chapter 1 – General Provision
• Employee Benefit Plans
✓ Chapter 2 – Work Days; Work Hours and Rest Hours
• Employee Training Plans
✓ Chapter 3 – Holidays and Leave Regulations
• Human Resource Strategy
✓ Chapter 4 – Remunerations
✓ Chapter 5 – Disipline and Displinary Actions
✓ Chapter 6 – Grievance Procedures
✓ Chapter 7 – Termination of Emlpoyment
✓ Chapter 8 - Miscellaneous
Online Brochure SPHM
H.R Menu
• Policy Manual
• S.O.P Employee Benefits Plan
• Employee Handbook
H.R Menu
Employee Training Plans:
• Policy Manual
✓ Introduction
• S.O.P
✓ Types of Training
• Employee Handbook ✓ Prerequisite to Training
• Employee Benefit Plans ✓ Training Administration
✓ Development of Training Material
Employee Training Plans ✓ Training Plan
• Human Resource Strategy ✓ Requirements for a Successful Training Program
✓ Leadership Development
✓ Training Principles
✓ Training Resources and Materials
✓ Training Curricula by Positions
✓ Strategies for Meeting Training Requirements
✓ Training Documentation
Online Brochure SPHM ✓ Budget Guidance and Training Costs
✓ Training Equipment and Supplies
✓ Benchmarking
✓ Annual Certifications
✓ Annual Training Review and Planning
✓ Responsibilities
✓ The Challenge
H.R Menu
• Policy Manual
• S.O.P
• Employee Handbook
• Employee Benefits Plans
• Employee Training Plans
Human Resources Strategy
Human Resource Strategy
✓ Long Term Strategic Plans
✓ Corporate Strategic Plans
✓ Management Strategic Plans
✓ Operational Strategic Plans
Online Brochure SPHM
✓ Human Resources System
• Business Plan
• S.O.P SESSION ONE: LEARNING ABOUT EACH OTHER
S & M Menu
5- Marketing& Sales & Distribution
1- Executive summary
Activities and Budget
1.1 Key Operating & Financial results
• Business Plan
5.1-Actions & Budget: Sales
1.2 Segment Results
• S.O.P 5.2-Actions & Budget: Marketing
1.3 Strategies by segment
• Marketing Training Manual 5.3-Actions & Budget: Distribution
5.4-Actions & Budget: Others
Marketing Plan 2- Supply & Demand analysis
5.5-Actions & Budget: Summary
• Hotel Digital Marketing 2.1 Supply & Demand Analysis
2.2 Client Origin
• Sales & Marketing Manual
6- Sales Team
2.3 Main Events
• Marketing Promotion Manual
2.4 Key Trends
• Internet Marketing Manual 7- ADDENDUM F&B Strategies &
• Marketing Strategy Actions
3- Competitors analysis
3.1-Competitors General Information
3.2-Market Share Report
3.3-Competitive Benchmarking
3.4-SWOT Analysis
Online Brochure SPHM 3.5 USP
4- Distribution
S & M Menu
5. Google Business Listing Analysis
✓ Always maintain a good brand
• Business Plan image of your business.
• S.O.P ✓ ALLOW your guests to easily
locate your presence on Google.
• Marketing Training Manual ✓ Let them check your hotels'
• Marketing Plan rates, reviews, availability and
much more.
Hotel Digital Marketing
6. Metasearch Analysis
• Sales & Marketing Manual ✓ Bookable via Booking Engine on
TripAdvisor
• Marketing Promotion Manual
✓ Bookable via Booking Engine on
• Internet Marketing Manual Google Hotel Ads
• Marketing Strategy ✓ Bookable via Booking Engine on
Trivago
S & M Menu
✓ Direct selling
• Business Plan
✓ Collateral materials
• S.O.P
✓ Direct mail
• Marketing Training Manual
• Marketing Plan ✓ Handling inquiries/reservations
• Hotel Digital Marketing
✓ Familiarization trips
• Sales & Marketing Manual
✓ Packaging
Marketing Promotion Manual
• Internet Marketing Manual ✓ Events/special promotions
• Marketing Strategy ✓ Loyalty programs
INTERNAL PROMOTION:
✓ Word-of-mouth
Online Brochure SPHM
✓ Delivery of promise
✓ Signature products and design
✓ Personal selling
S & M Menu
• S.O.P
✓ Search, Social, Mobile ✓ Commission Costs on the P&L
• Marketing Training Manual ✓ Travel-Specific Search Engines ✓ Variable Marketing and Reservation
✓ Online Travel Agencies Fees by Channel
• Marketing Plan
✓ Flash Sales and Hot Deal Sites ✓ Conversion Rates through Direct
• Hotel Digital Marketing ✓ Travel Inspiration and Planning Channels
✓ Revenue-to-Cost Ratios by
• Sales & Marketing Manual ✓ Global Distribution Systems,
Connectivity and Switches Marketing Channel
• Marketing Promotion Manual ✓ Ancillary Spend Analysis
✓ Offline and Traditional
Wholesalers ✓ Lifetime Value Analysis
Internet Marketing Manual ✓
✓ Voice Reservations and Property Flow-through Analysis by Channel
• Marketing Strategy Direct
✓ Groups and Meetings
S & M Menu
Sales Strategies
✓ Prevent erosion of key accounts
• Business Plan ✓ Grow key accounts
• S.O.P ✓ Grow selected marginal accounts
• Marketing Training Manual ✓ Eliminate selected marginal accounts
✓ Retain selected marginal accounts but provide lower-cost sales support
• Marketing Plan
✓ Obtain new business from selected prospects
• Hotel Digital Marketing
• Sales & Marketing Manual
Advertising and Promotion Strategies
• Marketing Promotion Manual ✓ Select a blend or mix of media
• Internet Marketing Manual ✓ Select or approve the message
✓ Design a media schedule showing when each medium will be employed
Marketing Strategy ✓ Design a schedule of events
✓ Carefully transmit this information to management
✓ Supervise the development and implementation of advertising/promotion
programs
✓ Assume responsibility for the outcome
• Front Office Forms Used S.O.P ✓ Guest Name Amendment in Reservation Folio
• Guest Standard Letters ✓ Cancellation of Room Reservation (Travel Agencies)
continue
F.O Menu
✓ Credit Card Authorization Form
✓ Confirmation Voucher
• Reservation S.O.P
✓ Monthly Revenue Report - Sample
• Front Office S.O.P
✓ Adjustment Charge Voucher
Front Office Forms Used S.O.P
✓ Complimentary Requisition Form
• Guest Standard Letters
✓ Luggage Tag
• Bell Staff S.O.P
✓ Excursion Voucher
• Concierge S.O.P
✓ Maintenance Request Form
✓ Mini Bar List – Form
✓ Miscellaneous Voucher
✓ Paid Out Voucher
✓ Rebate Voucher
F.O Menu
Transportation
12 Transportation Check List
Online Brochure SPHM
13 Airport Pick up and send off handling
14 Driver’s Rule
15 Driver’s Expenses
16 Vehicle Mileage
17 Vehicle Maintenance
Part 4
Acknowledgement letter by employee
Hotel Management SPHM Hospitality
Contents of Housekeeping Standards
✓ Standard of Cleanliness ✓ Cleaning Furniture
H.K Menu ✓ Lost and Found ✓ Telephone Skill
✓ Entering Guest Rooms ✓ Cleaning the Guest Corridors
✓ Floor Attendant Services ✓ Providing Turndown Service
Housekeeping S.O.P
✓ Shoe Shine Service ✓ Cleaning Service Areas and
• Daily Service S.O.P
✓ Guest Request Items Emergency Stairway
• Housekeeping Reporting
✓ Babysitting ✓ Sweep Log
• Hotel Laundry Manual
✓ Guest Belongings ✓ Handling Guest Laundry
✓ Room Wait Requests ✓ Handling Guestroom Trash
✓ Shift Briefing ✓ Empty the Wastebasket
✓ Work Orders ✓ AM/PM Discrepant Rooms
✓ Allowing Access to Guest Report
Rooms ✓ Definition of a Guest
✓ Gratuities / Tips ✓ Handle Guest Complaints
✓ Chain of Command ✓ Job Safety
Online Brochure SPHM
✓ Holding Open and Securing ✓ Personal Safety
Guest Room Door ✓ Priority Cleaning
✓ Reasonable Job Requests ✓ Do Not Disturb
✓ Key Control Procedure ✓ Guest Room Security
✓ Leaving Work Area without ✓ Room Service Trays Removal
Authorization
Hotel Management SPHM Hospitality continue
Contents of Housekeeping Standards
✓ Housekeeping Department Hygiene and Grooming Standard
H.K Menu ✓ Guest Room Cleaning
✓ Make a bed
✓ Bathroom Cleaning
Housekeeping S.O.P
✓ Proper Behaviour for Housekeeping Staffs
• Daily Service S.O.P
✓ Use a Vacuum Cleaner
• Housekeeping Reporting
✓ Handling baby Crib / Cot
• Hotel Laundry Manual
✓ Regular Turndown Service
✓ Executive Floor Guests / VIP Flower Ordering/ Arrangements
✓ Executive Floor Guests / VIP Turndown Service
✓ Cleanliness & Hygiene
✓ Daily Check List
✓ Equipment Usage
✓ Newspaper & Magazines
Online Brochure SPHM
✓ Reception Service
✓ Towels
✓ The safe must be opened when the guest leaves the store to
check
✓ Assist in transporting guest luggage
✓ Say hello politely when meeting guests in the passenger elevator
✓ Body language and attitude
Hotel Management SPHM Hospitality
Contents of Housekeeping Standards
H.K Menu
✓ Sequence of the Daily Room ✓ Closet/Pantry Supply
Cleaning Service ✓ Turndown Service
• Housekeeping S.O.P
✓ Room Attendant/Room Maid ✓ Room Status Definitions
Daily Service S.O.P Tasks and Responsibilities ✓ Master Key Handout
H.K Menu
• Housekeeping S.O.P
• Daily Service S.O.P
✓ Rooming List for Room Maids
Housekeeping Reporting ✓ Room Status Check List (Floor Supervisor)
• Hotel Laundry Manual ✓ Daily Mini-Bar Inventory Report - Store Requests
✓ Mini-Bar Price List – Sample
✓ Lost & Found Tag
✓ Cleaning Schedule Public Areas (Public Cleaner)
✓ Daily Mini-Bar Sales Report (all Rooms)
✓ Room Maid Checklist Report - Room Status/Linen
✓ Guest Laundry Checklist (Floor Supervisor/ Clerk)
✓ Room Status Report
Online Brochure SPHM
✓ Sending & Returning of Laundry (Room Boy)
I. Receptionist ✓
Spa Menu How to setup the Room for Oil Massage
✓ How to welcome a Guest ✓ How to setup the Bed for Oil Massage
✓ How to take a Booking in Person ✓ How to set the Room for Foot Massage
✓ How to take a Booking by Phone ✓ How to set the Bed for Foot Massage
Spa S.O.P ✓ How to escort a Guest to the ✓ How to set the Room for Body Scrub
• Spa Manual Treatment Room ✓ How to set the Bed for Body Scrub
• Massage Treatment Manual ✓ How to settle Payments ✓ How to set the Room for Thai Herbal
• Spa Staff Handbook ✓ How to farewell Compress Massage
✓ How to set the Bed for Thai Herbal
II. Spa Procedures Compress Massage
✓ Spa Etiquette for Spa Employees ✓ How to set the Room for Facial
✓ Hygiene Standard of Bathrobes Treatments
and Towels ✓ How to set the Bed for Facial
✓ How to clean a Treatment Room Treatments
✓ How to setup a Massage Bed ✓ How to handle Massage Oil for Oil
Online Brochure SPHM ✓ How to setup the Vichy Shower Treatments
✓ How to setup the Steam Room ✓ How to welcome a Guest for
✓ How to set the Body Treatment Treatments
Room ✓ How to take care of the Guest during
✓ How to setup the Massage Bed for Body Scrub Treatment
Body Treatments
✓ How to setup the Massage Bed for
Hotel Management SPHM Hospitality Thai Massage continue
Contents of Spa & Recreation Standards
✓ How to take care of the Guest after ✓ How to clean the Treatment Room
Spa Menu Body Scrub Treatment ✓ How to send soiled Laundry
✓ How to take care of the Guest ✓ How to receive and store Spa Laundry
during Hot Compress Treatment
✓ How to take care of the Guest after III. Spa Beauty Salon Procedures
Spa S.O.P
Hot Compress Treatment ✓ How to Setup for Manicure and
• Spa Manual ✓ How to take care of the Guest Pedicure Treatment
• Massage Treatment Manual during Foot Massage Treatment ✓ How to take care of the Guest during
• Spa Staff Handbook ✓ How to take care of the Guest Manicure and Nail polish
during Facial Treatment ✓ How to take care of the Guest after
✓ How to take care of the Guest after Manicure and Nail polish
Facial Treatment ✓ How to take care of the Guest during
✓ How to serve hot Tea and fresh Pedicure and Nail polish
Fruits after Treatment ✓ How to take care of the Guest after
✓ How to clean up the Spa Reception Pedicure and Nail polish
Online Brochure SPHM Area ✓ Manicure and Pedicure Sanitation
✓ How to clean the Spa Public Area Standard
✓ How to clean the Spa Locker Room
✓ How to clean the Spa Toilet and
Shower
✓ How to empty and clean the
Bathtub
Hotel Management SPHM Hospitality
Contents of Spa & Recreation Standards
Introduction
Spa Menu
✓ Disclaimers and Contraindications
✓ How Biofreeze Pain reliever Works
✓ Basic uses and recommendations for Biofreeze Pain reliever
• Spa S.O.P ✓ technique definitions
• Spa Manual
MassageTherapyTreatments
Massage Treatment Manual
✓ Pain Relieving Series using Biofreeze and Prossage
• Job Descriptions
✓ Refresher Series using Biofreeze and Prossage
✓ Sports Massage and Recovery Treatment Series
✓ Speality Treatment
✓ Self Care Series
Selling Product
Author Biographys
✓ Introduction
Spa Menu
✓ Communication
✓ Communication with Clients
✓ General Communication Skills
• Spa S.O.P
✓ Dealing with the Problem Client
• Spa Manual
✓ Scheduling Appointments
• Massage Treatment Manual
✓ Information Needed in Appointment Book
Spa Staff Handbook ✓ Client Consultation
✓ Pricing
✓ Refunds and Credits
✓ Job Description
✓ Assistant Training
✓ Service Duties
✓ Cleaning Duties
✓ Sick Day Policy
Online Brochure SPHM ✓ Vacation
✓ Holidays
✓ Work Schedule
✓ Work Attendance
✓ Your Appearance
✓ Personal Telephone Calls
✓ Health and Safety
Hotel Management SPHM Hospitality
Contents of Technical Service Standards
GENERAL
Technical Menu
ENG-SOP-01: PROPERTY OPERATION TERMINOLOGY
ENG-SOP-02: CUSTOMER PROGRAM
ENG-SOP-03: ORGANIZATIONAL CHART
ENG-SOP-04: TRAINING MANUALS
Engineering S.O.P ENG-SOP-05: SHOP ORGANIZATION
ENG-SOP-06: POWER PLANT ORGANIZATION
• Engineering Manual ENG-SOP-07: WORK SCHEDULES
• Emergency Procedure ENG-SOP-08: UNIFORM CONTROL ISSUE
ENG-SOP-09: PERSONAL APPEARANCE & DRESS CODE
• Minimum Standard ENG-SOP-10: DEPARTMENTAL MEETINGS
ENG-SOP-11: PROCEDURE REVIEW
ENG-SOP-12: SOP AUDIT PROCESS & REVIEW
OPERATIONS
Technical Menu
ENG-SOP-31: FREON DISCHARGE
ENG-SOP-32: FACILITY CONSERVATION
FACILITY SERVICES
Engineering S.O.P
ENG-SOP-33: CONTRACT SERVICES
• Engineering Manual ENG-SOP-34: WARRANTIES
ENG-SOP-35: GROUNDSKEEPING
• Emergency Procedure ENG-SOP-36: PARKING AREA
ENG-SOP-37: EXTERIOR SIGNING & SECURITY LIGHTING
• Minimum Standard ENG-SOP-38: ENGINEERING SERVICE REQUESTS
LOSS PREVENTION
Technical Menu
ENERGY MANAGEMENT
Engineering S.O.P
• Engineering Manual
• Emergency Procedure ENG-SOP-57: ENERGY MANAGEMENT COMPUTER
ENG-SOP-58: ENERGY MANAGEMENT HOUSEKEEPING
• Minimum Standard
ENG-SOP-59: ENERGY MANAGEMENT KITCHEN
ENG-SOP-60: ENERGY BILL RECONCILIATION
ENG-SOP-61: ENERGY AUDIT PROCEDURE
ENG-SOP-62: ENERGY CHARTS & GRAPHS
ENG-SOP-63: ENERGY COMMITTEE
ENG-SOP-64: GENERAL ENERGY CONSERVATION PROGRAM
ENG-SOP-65: SPRINKLERS
B1 Fire Protection
B2 Bomb Threats
B3 Typhoon Procedures
B4 Safety Procedures
C. TRAINING
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C1 Communication
C2 Training
C3 Training Programmes
C4 How to Improve Job Methods
C5 Foundations for Good Relations
C6 How to Handle A Problem
C7 How to Get Ready To Instruct
C8 How to Instruct
C9 Contact with Guests
C10 Summary
Hotel Management SPHM Hospitality
Contents of Technical Service Standards
Technical Menu
✓ Directory
✓ Definition & Terminologies
• Engineering S.O.P
✓ Fire & Evacuation
• Engineering Manual
✓ Death /Suicide Jumper
Emergency Procedure ✓ Robbery
• Minimum Standard ✓ Total Power Failure
✓ Employee Accident/Illness
✓ Guest Accident/Illness
✓ Elevator Rescue
✓ Typhoon
✓ Earthquake
Online Brochure SPHM ✓ Civil Disorder
✓ Bomb Threat
✓ Safety Program
Technical Menu
• Engineering S.O.P
1. General
• Engineering Manual
2. Site
• Emergency Procedure
3. Guest Areas
Minimum Standard
4. Public Areas
5. Administrative Areas
6. Employee Areas
7. Housekeeping Areas
8. Support Areas
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