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Goal: Each hotel is to have an effective program in place to insure follow-up on guest problems/complaints. SCOPE: A follow-up program (second effort will ensure guest satisfaction by overcoming problems prior to the departure of the guest. This program, if properly handled can also turn guest problems into opportunities and thus solidify guest loyalty to the property. It is important that this goodwill be recovered and maintained through a formal complaint resolution process

Goal: All mail and packages. coming into the hotel should be delivered to a pre-determined central location Packages will be time-stamped and sorted into one of three categories: Hotel Business or Employee Mail / package - Mail / package for employees and departments within the hotel should be placed in the proper departmental mail box. Guest - Guest's mail / package should be given to an individual designated by the Manager, to be distributed according to the following proce

VISION: The Front Office will reconcile all guest room status with housekeeping three times daily by 9:00 a.m., 1:00 p.m. and 5:00 p.m. SCOPE: To ensure that all guest room status information is completely accurate. RESPONSIBILITY: Front Office Manager Executive Housekeeper PROCEDURE: A.M. HOUSEKEEPER'S DISCREPANCY REPORT The A.M. Housekeeper's Discrepancy Report is prepared each morning and will reflect discrepancies between a physical "room inventory" taken by Housekeeping

Goal: All properties will follow established procedures when a guest item is found on the hotel premises. SCOPE: To establish procedures for the turning in, documenting and returning of guests lost and found articles. By doing so will foster positive guest relations and demonstrate good will on behalf of the hotel. PROCEDURE: The hours of operation will be 7:00 A.M.-5:00 P.M. daily. All calls regarding lost and found will be referred to the Housekeeping Department. The main l

VISION: Prior to the arrival of any tour, full information concerning all requirements of the group must be provided to the Front Office and Housekeeping. SCOPE: To ensure smooth handling of tour groups, from arrival to checking to check-out and departure. To enhance the guest satisfaction levels of all tour groups. RESPONSIBILITY: The Sales Manager who is responsible for the group. PROCEDURE: PRIOR TO ARRIVAL The booking sheet or tour memorandum should include all detailed i

Goal: A post-convention (or conference) critique should be completed after all conventions/conferences. SCOPE: To sum up the aspects of the convention/conference that went smoothly for all hotel departments. To critique problems and items that could use improvement in the future. To enable the Sales department and the Hotel in general to better handle conventions, conferences and groups in the future. RESPONSIBILITY: The Sales Manager that is responsible for the group. PROCED

Goal: The property will hold Pre-Convention Meetings to discuss pertinent information on upcoming groups as designated by the Convention Coordinator and/or Sales department. SCOPE: To promote the exchange of information about an upcoming group. To ensure complete and open communications (regarding groups) between hotel departments (and the Meeting Planner, as applicable). To introduce the Meeting Planner to the Hotel Staff and viceversa. RESPONSIBILITY: Convention Coordinator

Goal: A Convention Resume will be completed for all "large" and/or "complex" groups, as designated by the Convention Coordinator and/or Sales Department. SCOPE: To detail all pertinent information on an upcoming group. AUTHORIZATION & RESPONSIBILITY: The Convention Coordinator and/or Sales Department must determine which groups will require a Convention Resume. For most of Tecton operated properties, the suggested guideline is to require a resume for groups utilizing 50 or mo

Goal: All properties will follow standard, written procedures in the maintenance, control and operation of the property management system. SCOPE: To outline accepted minimum operating standards for the property management system. To ensure proper maintenance and back up procedures. To set forth emergency procedures in the event of system and/or software failure. RESPONSIBILITY: Total system responsibility lies with the Rooms Director/Director of Operations. Day to day o

Goal: Certain log books, as specified, will be kept in the Front Office to record and disseminate information regarding Front Office operations and guest related items. SCOPE: To ensure that necessary information is communicated to all Front Office personnel. To track certain information about Front Office operations and guest communications/packages. All logs are documents which can be used in a court of law, if necessary. All entries should be accurate, factual and profes

Below are checklists for each department to complete when the hotel is in a sold-out situation. Each department has its own responsibilities to complete within certain time frames. Please complete these checklists on each opportunity we have to zero out the house. The tasks should be shared with the entire department but the ultimate responsibility falls on the Supervisor/Manager for each department. Once the checklists are completed, please place them in the Rooms Director/D

Goal: All properties will follow established procedures in the issuance and control of all safe deposit boxes. SCOPE: To ensure compliance with all legal requirements regarding the use and control of safe deposit boxes. To limit the hotel’s liability exposure in the use of safe deposit boxes. PROCEDURE: GENERAL All safe deposit boxes must be inspected and audited weekly by the Front Office Manager, to ensure that all boxes are fully operational and available for guest issue.

Goal: All properties will follow standard procedures as established in this SOP regarding extra charges for multiply occupancy, rollaways, cribs, and refrigerators. SCOPE: To outline the conditions under which a property may charge for additional persons and items in a guest room. PROCEDURE: CHILDREN No additional charges will be incurred for children under eighteen years of age, provided they share a room with their parents. If two adults occupy two rooms with children under

Goal : GUEST LAUNDRY AND DRY CLEANING SCOPE: To define policies and procedures to be followed when guest laundry and dry cleaning services are contracted with an outside operator. To ensure that guest laundry and dry cleaning services are provided in a high quality and professional manner. RESPONSIBILITY: The Rooms Director/Director of Operations has the responsibility for selecting the outside operator, negotiating agreement terms and monitoring service. REQUIRED SERVICES Th

Goal : The Front Desk will perform a "bucket check" daily at 8:00 P.M SCOPE: To ensure that room rack information agrees with that contained in the account bucket/PMS. PROCEDURE: At approximately 8:00 P.M., a "bucket check" should be completed to reveal any discrepancies between the room rack and the account bucket/PMS. Discrepancies will be caused by the following: 1. "Sleeper" - This situation occurs when the guest has checked out from his/her room but the folio and room ra

Goal: All properties will follow specific procedures in handling handicapped guests SCOPE: To ensure all handicapped guests receive appropriate service. PROCEDURE: RESERVATIONS/FRONT DESK If, during the reservation process, the agent is alerted to special guest needs, she/he should: Inquire if an accessible room is required. If so, note in special request field ( PMS) or on the reservation (manual). Inquire if a wheel chair is needed. Again note in SOTHR special request field

Managing room and rate changes efficiently is essential for maintaining smooth hotel operations and ensuring guest satisfaction. At Giri Rose Hotel, recent updates in our operational procedures require a clear, practical Standard Operating Procedure (SOP) to handle these changes. This SOP will guide staff through the process of modifying room assignments and adjusting rates, keeping accuracy and guest experience at the forefront. Front desk managing room and rate changes Purp

Goal: It is Kalihara's policy to effect a room change as quickly as possible when a guest is dissatisfied with accommodations or finds defects that cannot be immediately corrected. SCOPE: To enhance guest satisfaction. PROCEDURE: If no room of similar type is available, the Front Desk Supervisor may be authorized to offer upgraded accommodations at no additional cost to the guest. A Manager, Bellman, Desk Attendant, etc., should immediately be sent to the originating room to

GOAL: Properties will follow a formal procedure for Guaranteed no-show Reservations. SCOPE: To outline the proper way to handle a Guaranteed no-show Reservation from no-show to billing to final resolution. To detail control procedures for the Guaranteed no-show billing process. PROCEDURE: To avoid no-shows from occurring, the Front Desk must periodically, throughout the day, check for duplicate reservations by comparing an in-house guest directory to a current arrivals list

GOAL: All properties will follow established procedures for checking guests in when no rooms are available. SCOPE: To enhance guest satisfaction. To outline proper wait procedures. PROCEDURE: A "wait" situation occurs when no ready rooms are available when a guest arrives at the hotel. The Desk Clerk should inform the guest of the situation and advise him/her as to the approximate length of time before the requested/required room is available. The clerk should explain availab