Welcome to your comprehensive library of Standard Operating Procedures (SOPs). These guidelines are designed to support you in performing your duties effectively and consistently, fostering a seamless guest experience and maintaining operational excellence.
By adhering to these SOPs, you contribute to the success of the hotel and ensure a positive work environment. Please consult these documents regularly to refresh your knowledge and enhance your skills.
Should you have any questions or require further clarification, don't hesitate to contact your supervisor or the appropriate department.
Auditing Transactions for the Day
Business Travel Partner (BTP) Program
Chargebacks & Payment Authorisation Forms
Checking For Back To Back (B2B) Bookings
Checking Pending Arrivals, Departures & Room Moves
Collecting All Departed Reg Cards
Credit Card Authorisations & Bank Transfers
Cross-Check Departing Reg Cards Against Expected Departure Summary
Emergency Assistance Procedure
Ensure All Guests Due to Depart Have Checked Out
Familiarise Yourself With Functions
Familiarise Yourself With Group Arrivals/Departures
Familiarise Yourself With Guest Incidentals
Familiarise Yourself With Late Check Outs, Back To Backs & Room Moves
Guest Relocation Procedure (Overbooking)
Guest Services Agent (GSA) Checklists
Handover & What To Pass On To The Next Shift
Logging Maintenance Jobs in MaintainX
Making Sure Rooms Are Ready By 2:00pm
Organising The Departed Reg Cards For Night Audit
Passport Bonds For Shipping Companies
Printing The AR Pending Report
Printing the Cash Guest Listing
Printing The Expected Departure Summary Report
Printing The Folio Special Instructions by Check Out Date Report
Printing The In House Guest Listing
Room Not Ready (RNR) Procedure
Saving, Printing & Sending Invoices To Guests
Troubleshooting Direct Bill Problems
Troubleshooting iHMS Server Error
Troubleshooting Maintenance Issues
Updating Guest Registration Cards