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Standard operating procedures

Front Desk Operations

Greet guests with a warm welcome upon arrival

Verify identification and reservation details

Provide necessary information about the hotel's amenities, services, and policies

Offer assistance with luggage and escort guests to their rooms when required

Process check-ins and check-outs efficiently

Manage room allocations and ensure accuracy in assigning rooms

Handle guest complaints and resolve issues promptly

Maintain a clean and organized front desk area

Keep track of room availability and communicate with housekeeping for room status updates

Coordinate with other departments for guest requests or special arrangements

Housekeeping

Ensure all guest rooms are cleaned and maintained to the highest standards

Follow established cleaning procedures for each area of the room

Replace linens, towels, and amenities regularly

Report any maintenance issues or damages in the room

Monitor and restock housekeeping supplies

Coordinate with front desk for room status updates

Handle lost and found items according to the hotel's policy

Adhere to safety and security protocols while performing tasks

Conduct regular inspections to identify any maintenance or cleanliness concerns

Assist with laundry operations when necessary

Food and Beverage

Provide exceptional service to guests in restaurants, bars, and room service

Take and process orders accurately

Ensure food and beverages are served promptly and according to the hotel's standards

Maintain knowledge of menu items, ingredients, and preparation methods

Handle guest inquiries, complaints, and special requests related to food and beverage

Follow proper cash handling procedures

Clean and maintain dining areas, bar counters, and service stations

Assist in setting up banquet events and meeting rooms

Collaborate with the kitchen staff to ensure smooth operations

Adhere to health and safety regulations for food handling and storage

Security and Safety

Monitor and control access to the hotel premises

Conduct regular patrols to ensure a safe and secure environment

Respond promptly to any security incidents or emergencies

Carry out routine inspections of fire safety equipment and report any issues

Maintain a log of security incidents and actions taken

Follow proper procedures for handling lost and found items

Collaborate with local law enforcement and emergency services when necessary

Provide assistance to guests in case of medical emergencies or accidents

Conduct regular training sessions for staff on security and safety protocols

Implement and enforce the hotel's security policies and procedures

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