Hotel Staff Training Manual SOP

 

Hotel Staff Training Manual SOP 

(1 Chapter)

 Hotel Staff Training Manual SOP - 30 

Chapter List

I. Introduction &    Hotel Industry Overview 

Welcome & Introduction to the  Hotel Industry

Company Culture, Values, and Mission

II. Guest Service Principles (3 Chapters)

Understanding Guest Needs & Expectations

Delivering Exceptional Customer Service

Effective Communication Skills for  Hotel Staff

III. Departmental Operations (12 Chapters)

Front Office Operations & Procedures (Check-in, Check-out, Registration)

Guest Room Attendant Duties & Housekeeping Standards

Food & Beverage Service Procedures (Restaurants, Bars, Room Service)

Banquet & Event Operations

Concierge Services & Local Information

Security & Loss Prevention Protocols

Housekeeping Operations & Inventory Management

Engineering & Maintenance Procedures (Responding to Guest Requests)

Spa & Recreation Facilities (if applicable)

Sales & Marketing Department Functions (optional)

Human Resources & Staff Development

Accounting & Financial Procedures (optional)

IV.  Safety & Security (3 Chapters)

Fire Safety & Emergency Evacuation Procedures

Guest and Staff Security Measures (Theft Prevention, Lost & Found)

Workplace Safety & Personal Hygiene

V. Technology & Systems (3 Chapters)

Property Management System (PMS)

Point-of-Sale (POS) Systems for F&B

 Hotel Communication Systems & Technology

VI.  Guest Recovery & Problem-Solving (2 Chapters)

Handling Guest Complaints & Dissatisfaction

De-escalation Techniques & Conflict Resolution

VII.  Professional Development & Training (2 Chapters)

Continuing Education Opportunities for Staff

Personal & Professional Development Programs

VIII.  Company Policies & Procedures (2 Chapters)

Dress Code & Uniform Guidelines

Employee Handbook & Code of Conduct

Company Benefits & Compensation Programs