Based on 24 years of experience in the hotel technical services, we would like to present our Hotel

Operating Manuals & Standard Operating Procedures SOP.s. These unique Manuals were written by
Hotel Industry veterans from around the world who believed in the value of having references to base
Hotel Service operations on, 97% of the individual Hotels make use of SOPs.
We shall provide the Hotel owners and facilitate all needed tools to operate their Hotel operations to the
standards required.At the same time the Hotel will reach the International standards exactly as it would be
a part of a Hotel Management chain or Hotel Franchising group but without paying massive amounts of
money on annual bases for these companies.
IHDWORLD will provide you with the latest in Hotel operation field to enhance the performance of the
Hotels, to leverage the operation of your Hotel to the International Hotel standard, regardless of the
classification or stars of your Hotel, through the followings:
HOTEL OPERATING MANUALS
&
STANDARD OPERATING PROCEDURES SOP.s
The Hotel Operation Manual is considered the most important and required tools for operating a
individual hotel or a chain of hotels. Policies and procedures of running a prosperous hotel is very
unique to this exciting industry.
Hotel should be always prepared to deal with many unusual situations that come up when Hotel
manager and staff are running a money making hotel operation.
The hotel operations manuals are designed for keeping the Hotel running its essential daily
operations. The Manuals shall include all Hotel departments such as Front Office, Food & Beverage,
Sales & Marketing, Maintenance, Human Recourses, Accounting, Purchasing and storekeeping.


Below please find the Index





HOTEL OPERATING MANUALS
&
STANDARD OPERATING PROCEDURES
SOPs

HOTEL OPERATING MANUALS


1. Introduction to the Hotel Industry

1.1 Hotel Organization

2. How to Build a Hotel

Parts 1, 2 & 3

3. Introduction to Front Office

3.1 Front Office Management
3.2 Front Office Reservations
3.3 Guest Registration
3.4 Front Office Responsibilities
3.5 Checks Out and Settlement

3.6 Front Office accounting
3.7 Night Audit
3.8 Front Office Yield Management
3.9 Revenue Management
3.10 Front Office up Selling Skills

4. Introduction to Housekeeping

4.1 Housekeeping Management
4.2 Guest Room Cleaning
4.3 Public Area Cleaning
4.4 Housekeeping Inventory Control
4.5 Laundry Operations









5. Food & Beverage Bible

Parts 1, 2 & 3


6. Introduction to Food and Beverage Services

6.1 Styles of Service
6.2 Table Service
6.3 Basics of Good Restaurant Service
6.4 Food and Beverage Mis en Place
6.5 Food and Beverage Reservations
6.6 Restaurant Service: Sequence of Service
6.7 Beverage Service
6.8 Wine Service
6.9 Introduction to Wine
6.10 Wine Tasting
6.11 Bartending
6.12 Cocktail Making
6.13 Up Selling Skills in Food and Beverage
6.14 Up Selling Wine
6.15 Banquet Service
6.16 Banquet Sales
6.17 Costing Food
6.18 Costing Beverages
6.19 Pricing Menu Items
6.20 Menu Analysis and Engineering
6.21 Food and Beverage Guest Payment
6.22 Restaurant Guest Payment Check
6.23 Attributes of Good Service
6.24 Restaurant Design


7. Food and Beverage Management

7.1 Introduction to Kitchen
7.2 Kitchen Tools and Equipment
7.3 Knife Skills
7.4 Basic Cooking Principles
7.5 Stocks and Sauces
7.6 Soups
7.7 Appetizers
7.8 Salads Vegetables and Fruits
7.9 Sandwiches
7.10 Fish and Shellfish
7.11 Poultry and Game
7.12 Meat
7.13 Meat cuts
7.14 Pasta Making
7.15 Basic Principals of Baking
7.16 Bread Making Process
7.17 Food Presentation and
Garnishing
7.18 Kitchen Hygiene Standards








8. Cost Control

8.1 Budgeting
8.2 Hotel Financial Statements
8.3 Cost Control Tools
8.4 Purchasing Control
8.5 Receiving Control
8.6 Stores Control
8.7 Pricing
8.8 Hotel Internal Control
8.9 Labor Cost Control
8.10 Hotel Cash Management
8.11 Cost Management
8.12 Purchasing and Receiving


9 Hotel Human Recourses

9.1 Hotel Orientation
9.2 Recruiting and Selecting Applicants
9.3 Employee Performance Appraisal
9.4 Service Challenges
9.5 The Role of Supervisor
9.6 Telephone Handling Skills
9.7 Teamwork
9.8 Employee Disciplinary Procedure
9.9 Employee Motivation
9.10 Conflict Resolution At Work
9.11 Effective Communication
9.12 Handling guest Complaints
9.13 Quality Customer Service Management
9.14 Time Management
9.15 Training and Development


10. Hotel Sales and Marketing

10.1 Developing a Hotel Marketing Plan 10.2 SWOT Analysis

11. Role of Hotel General Manager
12. Hotel Security and Loss Prevention
13. Hotel Engineering and Maintenance









STANDARD OPERATING PROCEDURES
SOPs

1. Front Office Standard Operating Procedures
2. Housekeeping Standard Operating Procedures
3. Food and Beverage Standard Operating Procedures
4. Hotel & Resort Spa Standard Operating Procedures
5. Hotel Human Resources Standard Operating Procedures
6. Hotel Finance Standard Operating Procedures
7. Hotel Sales & Marketing Standard Operating Procedures
8. Engineering and Maintenance Standard Operating Procedures
9. Kitchen Standard Operating Procedures Manual
10. Employee Handbook (Restaurant)
11. Hotel Manager on Duty Manual
12. Hotel Fire Safety Plan Manual
13. Hotel Health & Safety Manual
14. Hotel Guest Directory