HOTEL Standard Operating Procedure | SOP | OPERATIONS MANUAL FRONT OFFICE & ASSISTANT MANAGER

 OPERATIONS MANUAL FRONT OFFICE & ASSISTANT MANAGER 

 

 


FRONT OFFICE RECEPTION 

 

GUEST CHECK-IN 

 

GROUP CHECK-IN 

 

GUEST ROOM CHANGE/MOVE 

 

GUEST CHECK-OUT 

 

FRONT OFFICE CASHIER 

 

INQUIRIES & MESSAGES 

 

GUEST RELATIONS OFFICER/ASST MANAGER 

 

VIP ARRIVAL & CHECK-IN 

 

CONCIERGE 

 

CONCIERGE CHECK-IN DUTIES 


CONCIERGE CHECK-OUT DUTIES 

 

GROUP LUGGAGE HANDLING 

 

CONCIERGE ROOM CHANGE DUTIES 

 

COMMUNICATION BOARD 

 

DOORMAN & PORTER 

 

GUEST LUGGAGE STORAGE 

 

HOTEL VEHICLE MAINTENANCE 

 

HOTEL VEHICLE OPERATION 

 

SHIFT START 

 

LOST & FOUND 

 

GUEST COMPLAINTS HANDLING 

 

WALK-THROUGHS 

 

DAILY ROOM INSPECTION 

 

VIP GUESTS 

 

GROUP ARRIVALS 

 

FOLIO CHECKING & SKIPPER HANDLING 

 

GENERAL MAINTENANCE & REPAIR 

 

GUESTS’ ITEM STORAGE 

 

GUEST ROOM DOUBLE-LOCKING 


SAFETY DEPOSIT BOX BREAKING 

 

CLINIC & MEDICAL SERVICE 

 

ACCIDENT / INCIDENT HANDLING 

 

GUEST PROPERTY LOSS / DAMAGE HANDLING 

 

GUEST ROOM MISSING ARTICLE ALLEGATION 

 

DISTURBANCE & DISPUTE 

 

FIRE ALARM & REPORT 


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