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OBJECTIVE To keep stock level at the minimum possible without compromising the hotel operations and allow efficient control over stock replenishment   POLICY 1. A minimum and maximum par level should be set in all storage areas for beverage, dry foods and general items   2. All par levels will need to be recorded, adhered to, and reviewed periodically.   PROCEDURE 1. A minimum and maximum par stock level should be established for all items kept in store in order to keep inven

OBJECTIVE To establish procedures of controlling the key to the storeroom to ensure the safety of stored goods   POLICY 1. All storeroom keys should be manufactured in such a way that duplication is impossible or difficult. 2. During off duty hours, all storeroom keys should be sealed in an envelope and maintained at the security office. 3. All storeroom keys should be handled by storeroom personnel and the Security Officer in accordance with the procedures described below. T

OBJECTIVE To establish procedures for emergency issues of stored goods necessary for hotel operations after normal store opening hours   POLICY  1. As a rule, goods should not be issued when the storeroom is closed. However, in cases where goods are urgently needed for operations, goods can be issued with Management’s approval as an exception.   2. All emergency goods issuance should be done within the presence of the Security Officer or Night Manager.   3. Emergency goods is

OBJECTIVE To ensure that proper procedures are followed for the issuance of all inventory items   POLICY   1. All inventory issuances must be evidenced by a complete, valid and properly approved store requisition form. In addition to evidencing authorized issuance, the form is necessary for cost calculation purposes.   2. The Storekeeper may reject incomplete or illegible store requisition forms.   PROCEDURE   I. Timing of requisition   1. The daily cut off time for accepting

OBJECTIVE To establish procedure for proper safekeeping and handling of inventory to ensure it is saleable, usable, and traceable for quick selection and delivery.   POLICY   1. Storage refers to protecting inventory from both damage and shrinkage or theft. Controls include maintaining adequate levels of insurance, keeping inventory clean and properly sheltered, and rotating inventory on a first-in, first-out basis, particularly food products and other perishables.   2. The S

Storeroom staff should always check the level of inventory and make sure that a minimum level of inventory to continue operations is maintained. Also, storeroom staff should check slow moving items and take proper action to improve the situation if any. A perpetual inventory record to reflect the latest issuance and receipt of goods should be maintained.   I- Issuance of inventory   Issuing operations include various procedures like accepting requisition forms, retrieving goo

OBJECTIVE To establish a receiving procedure for off-duty hours   POLICY 1. It is a principle to receive goods during pre-determined office hours. However, if receiving staff are off-duty and goods are received for some reason, such goods are to be received by the security department.   PROCEDURE 1. It is a basic principle to receive goods during pre-determined office hours, and purchasing is responsible to have vendors follow this rule. If delivery is delayed due to heavy tr

OBJECTIVE To ensure that all parts, components, goods and materials will be received in an organized manner and inspected for conformance prior to accepting and stocking.   POLICY 1. All deliveries of goods have to be received through the Receiving department regardless of the addressee of the goods.   2. Receiving staff are responsible for ascertaining whether goods delivered meet the specifications, quantity, and price as set forth in the purchase order form.   3. Goods or

The main functions performed by the receiving department are as follow: To match delivery slips with purchase orders to ensure that the specifications, quantities and prices on the delivery slips match with those on the purchase orders To check quality and quantity of delivered goods with specifications and quantities on the delivery slips To arrange delivery of received goods to the storeroom or to the requesting department To prepare daily receiving reports and forward the

OBJECTIVE To establish appropriate vendor selection procedures and ensure the performance capabilities of all vendors   POLICY 1. The Purchasing department is responsible for initial supplier identification, collection of business information related to the potential supplier and for maintaining supplier performance data.   2. A list of qualified vendors who satisfy all requests of various departments in term of quality, quantity, price and reliability of delivery and service

OBJECTIVE To establish procedures to ensure that the purchase of all goods and services for hotel operations are authorized and implemented in accordance with pre-determined policies   POLICY   1. The Purchasing department is responsible for using good purchasing methods; optimizing price savings, quality or value of products, vendor working relationships; placing orders with approved suppliers; negotiating pricing with suppliers.   2. The standard policies and procedures cov

The main functions performed by the purchasing department are as follows: To collect information on items such as method of purchase, product information, price changes, etc… To select potential vendors To receive and proceed with purchase requisitions received from all hotel’s departments, obtaining quotes from vendors, designating vendors for particular purchases and bidding To prepare purchase orders and place orders once approved To follow up on orders up to the final del

Goal: To ensure consistency in phone answering procedures throughout the company. A process that when executed properly, can differentiate us from the competition. Brevity and clarity are essential.

Goal: All hotels are to have in place a Service Recovery Program related to standard toiletry items such as toothbrush, toothpaste, etc. available complimentary at the Front Desk. PROCEDURE: Utilizing the attached example as a guide, please insure that you have a plastic stand up sign on the bedstand stating “Forget Something?” (see below) Please insure that you have the appropriate supplies at the Front Desk and that all Front Office and Manager on Duty staff are informed. T

Goal: Each property must establish specific procedures for welcome calls to arriving guests SCOPE: Within ten minutes of Check-in, it is the responsibility of the Front Desk Associates/PBX operators to call the guests and assure that everything in the room is working and satisfactory, and offer any assistance as needed. PROCEDURE: Each property should develop a procedure to ensure that the front desk clerks are informing the PBX operators of guest names and room numbers upon

A.M. SHIFT GUIDELINES- SHIFT 1 DO AT THE START OF THE SHIFT ____ Check Bulletin Board for new information ____ Count Bank and Run a Cashier Shift Report ____ Check that all Wake Up Calls have been answered ____ Display the House Count to familiarize yourself with the day’s numbers; Availability; Arrivals, Departures ____ Print Shift Change Reports (Emergency Reports) • Guest Ledger Balances • Today’s Expected Arrivals • Today’s Expected Departures • Vacant and Clean Rooms •

Goal: All incoming checks should be logged and restrictively endorsed by an individual not handling cash, receivables or payables. Checks should be directly deposited in drop safe by this individual. Information regarding advance deposits for guest rooms is forwarded to the reservations office. SCOPE: To outline procedures for handling of guest room advance deposits to insure the efficient and accurate crediting of proper accounts. PROCEDURE: INCOMING CHECKS Checks received i

Goal: All properties must ensure that uniforms are provided and in accordance with standards outlined herein. SCOPE: To outline property uniform requirements of hotel staff. PROCEDURE: Uniforms are provided to add to the orderly impression of the hotel, to identify hotel employees to guests and to other employees, and to protect the clothing of employees who perform tasks that might unduly wear out their personal clothing. Uniforms project the image of the hotel. They must be

Goal: Each property must use discretion when underage guests check in to the hotel. SCOPE: Clientele under 17 years of age should not be allowed to check in to the hotel. This should be carefully watched during prom and graduation season. PROCEDURE: Any guest checking into the hotel who appears to be under 17 years of age should be requested to show identification with proof of age. Clientele will be advised that it is the hotel policy that all hotel guests must be 17 years o

Goal: All properties will maintain an updated list of "qualified" sitting services. SCOPE: To ensure that sitting service information is readily available to all guests requesting such information. To protect the property and Tecton if the actions of a sitting service are challenged in a court of law. RESPONSIBILITY: The Concierge or Front Office Manager is responsible for maintaining a current list of professional sitting services that are available in the area. PROCEDURE: R