Hotel Manual 02

HOTEL
MANUAL
GM
Subject
Minimum Hotels and Standard Rooms

Set Up
Applies
To
All Standard Hotels
Section
Rooms
OBJECTIVES:
1. To establish the minimum standard in-room amenity setups for the hotel.
2. To standardize in-room amenities offered in hotel executive rooms and suites.
3. To establish a policy which will require the hotel to maintain a minimum
standard of guest room amenity setups as applicable.
POLICY:
It is expected that the hotel is required to maintain a minimum standard of executive,
luxury and suite guest room amenity setups as applicable.
RDS:
This policy establishes the minimum standards required. However, the hotel will strive
hard to exceed minimum standards whenever possible and in the best interest of the
guests and the hotel.
STANDARDS:
1.
ENTRANCE DOOR:
Quantity
Items
Reprogrammable key card access, primary locking

device or
Secondary locking device door guard
Do not disturb sign
Legal notice (per state and local government law) to

include departure time
Safety and security instructions / and evacuation

map
One way 180 degree optical door viewer.
Notice advising guest to double lock door when not

in use
2.
DRESSING DESK TOP:

Quantity
Items
Guest folder (compendium) hotel quality: to

include the followings:
Stationary sheets
Envelopes
Airmail envelopes
Airmail envelopes (VIP)
Note cards envelopes (luxury rooms / suites

only)
Pen hotel quality
Note pad with hotel phone number
Telex message forms (if the hotel has a telex

machine)
Paging forms (where guests can be located:

luxury rooms and suites only)
Luggage stickers (optional)
Directory of guest service (in booklet, and placed

separately on the desk)
Post card (optional)
Room service menu
Door knob breakfast menu (at all times)
Guest service questionnaire (1 per page)
Live plant or fresh cut flower(s) in vase (luxury

rooms / suites only)
3.
DRAWERS:
Quantity
Items
Religious books (Islamic & Christianity)
Swim suit bag (optional) luxury rooms and suits

only
4.
CLOTHES CLOSET:
Quantity
Items
Coat hangers with paint bar
Coat hangers with skirt clip
Coat hangers padded (luxury rooms and suites

only)
Clothes hooks
Tie rack (optional)
Plastic laundry bags with laundry and dry
cleaning slips / sheets

1
Extra pillow different fro kind on bed, in a large

plastic
Bathrobes (suites, executives and luxury rooms

only)
5.
BEDDING AND LINEN:

Quantity
Items
Mattress
and
specifications
Bed with minimum finishes sizes:
King size 76 x 79 ins (193 x 200cm)
Queen size 60 x 79 ins (152 x 200cm)
Double size 53 x 79 ins (135 x 200cm)
Twin size 36 x 79 ins (197 x 200cm)
6.
box
springs
with
safety
COORDINATED LINEN:
Quantity
Items
White or beige colour
Designer style (especially in luxury rooms and

suites)
Minimum sheet length 115 inches (292cm)
Sheets per bed
Sheets per bed (suites, executive and luxury

rooms only)
Coordinated bed spread per bed
Blanket per bed flame resistance
Mattress per bed
Pillows for double beds: minimum 2026ins

(50.876.2cm)
Pillows for twin beds: minimum 2026ins

(50.876.2cm)
Pillows for king bed: minimum 2026ins

(50.876.2cm) or
King
pillows
(150.891.4cm)
7.
(optional)
20.36ins
FURNITURE:
Quantity
Items
Chairs or chaise
corrosion resistant
lounges,
comfortable
and
Table, corrosion resistant. (these are for balcony

furniture, space permits)
Chairs, upholstered with arms or comfortable for

dinning or working.
Couch seat plus desk chair maybe substituted

for 2 arm chairs
Floor lamp (this eliminate sway lamps)
Table minimum table top surface 101889

inches (6,568 sq.cm); - 1,344 sq. inches
(8.671sq.cm). Rectangular shape recommended
NOTE:
1018sq inches area is equal to 36 in diameter round table; 1344sq cm is equal
to working desk of 26 x 48 inches.
8.
BATH ROOM: (USE HOTEL QUALITY CRESTED BATH LINEN):
Quantity
Items
Bath mat minimum of 2034ins (50.836cm), 9.91bs (4.49kg)

per dozen
Bath sheets minimum of 3060ins (76.20150.40cm), 18.01bs

(8.16kg) per dozen. (suites, executives and luxury rooms only).
Bath towel requirement may be reduced to two in these rooms
Bath towels minimum of 2750ins (68.58127cm); 13.51lbs

(6.12kg) per doze
Face towels minimum of 1313ins (33.0233.02cm); 1.316

(.59kg) per dozen
Bath rug non slip
Hand towels minimum of 1830ins (45.7276.20cm)
PERSONAL AMENITY RECOGNIZED WITH BRAND NAME:
Quantity
Items
Shampoo 102 (29.3ml) bottled
Conditioner 102 (29.3ml) bottled
Body lotion 102 (29.3ml) bottled
Bath gel 102 (29.3ml) bottled
Suntan lotion 102 (29.3ml)
Mouth wash name brand: suites, executives and luxury rooms

only
Soap facial 1.25oc (35g) minimum boxed or plastic case
Soap deodorant 2.25oc (64g) boxed or plastic case suites,

executive and luxury rooms only. Replaces deodorant soap bar,
need not to be deodorant type soap
Shower cap boxed, pillow pack or tube
Shoe shine mitt (cloth only) or sponge, boxed or plastic case
Amenity try or basket
Shoe horn suites, executive and luxury rooms only
Soap dish hotel quality: applicable in hotels that do not have a

built in soap dish in counter
Toilet paper roll recognized brand name one in holder, one in

spare in bath (in holder, or in decorative wrap or covered)
Facial tissue recognized brand name (optional)
Glasses water hotel quality glass, 802 (227.3ml) minimum

size. However, good quality plastic glasses could be used for
ground floor rooms or less expensive rooms

1
Bottle opener fixed
Grab bar on the wall above tub, minimum 300lb pull
Ashtray hotel quality, safety type 5ins (12.7cm) minimum

diameter
Matches standard fold type ox boxed
Waste basket ignition resistant (plastic)
Hair dryer suites, executive and luxury rooms only
Magnifying mirror with light
Shower head pulsating
Clothes line retractable
Shower curtain fabric with separate liner
Clothes hook(s) on back of bathroom door, two hooks required but

be one fixed
Whirlpool bath tub-in master bedroom suites only
Telephone suites and executives only
Amenities to be provided on call
This list is a minimum standard required: housekeeping service, iron, iron board, and
hair dryer. Sewing kit, toothbrush, tooth paste, mouth wash, and an optional
statement that towels are available at pool on request. However this notice is not
required in suites, executive and luxury rooms.
10
GENERAL:
Quantity
Items
19ins remote controlled colour TV one per bedroom
24ins remote controlled colour TV in console in executive or

luxury rooms
In suites, second TV must be remote control
TV channel indicator plate on 19ins

TV, plastic, metal or foil indicates national network stations,
major cable stations, sports, news, and movie channel(s)
NB: Controls for lights, TV, radio, etc may be built into
bedside nightstand. Cable TV or satellite reception is required
TV program directory
Magazines for major national, international or leisure

publication depending upon market
Telephone by bedside, with modern features, push button,

long cord to reach table / desk. Phone must have room
number and hotel phone number on it
Telephone in suites and executive rooms
Telephone book with cover located near phone
Note pad with hotel quality pen next to phone
Note pad holder executive / luxury rooms only
11
Ashtrays hotel quality 5ins. (12.7cm) minimum diameter
Matches standard fold type or boxed
Newspaper (National) delivered to room (under door if

possible on weekends) offered at front desk and restaurants
on weekends, complimentary. Strongly recommend having
selections at the restaurant.
Clock radio by bed, hotel quality with alarm dimmer on

read out recommended with instructions and stations
Full length mirror with polished edge or frame where not

built-in. Drape 100% black out and sheer curtains should
extend all the way to floor if structure of room allows
Waste basket by desk; metal or vinge wrapped with metal

liner
Purified drinking water bottle or flask minimum 24oc

(710ml) required in the refrigerator
Safe: pay per use in suites and executive rooms. However,

it can be offered as complimentary in the hotel
Mini bar in all rooms
LIGHTING:
All lamp on /off switches should be visible to the guest, convenient, and easy to
operate. Closet light fixture need not to be in closet as long as a minimum
lighting level of 10 ft candles is achieved
Quantity
Items
Bedside lamp. One 100watt bulb, or two 60 watt bulbs must

provide a minimum of 30 foot candles at reading level while
seated in bed
Bathroom over sink two 40 watt fluorescent bulbs

minimum, must provide minimum of 30 foot candles at
height of 5ft (1.52m) above floor
- Incandescent in bathroom executive and luxury rooms
only
- Floor lamps 100-watt bulbs must provide 30-foot candles
at seating reading level. Three-way fixture (50/100/150
watt bulbs) required for executive and luxury rooms.
- Entry way 60 watt bulb minimum, must provide 20 foot
candles of light on back of entrance door
NOTE:
Most of items listed and their quantities in minimum hotels standard room set
up are applicable to suites, executive and luxury rooms. Indication is however
made where there are differences, the management has full responsibility to
increase the quantities of these amenities in suites, executive and luxury rooms.
12
KITCHEN AREAS (SUITES ONLY):
Quantity
Items
Cooking range with oven(s)
Mini bar (see mini bar set up)
Coffee / tea brewer with fittings
Packet regular coffee 4 cup minimum
Tea bags
Packet regular sugar, sweet and low, non dairy

creamer, stirrer
Dish ware place settings coffee mug, dinner

plate, cereal bowl desert plate, tea cup and
saucers
Place settings of stainless knife, fork, teaspoon,

soup spoon etc
Subject
Standard
Service
Guest
Applies
To
All Standard Hotels
Room
Cleaning
Section
Rooms
OBJECTIVES:
It has been verified that one of the single most critical elements in the overall guest
experience is A CLEAN GUEST ROOM. This objective establishes the minimum
standard required ensuring that guest room cleanliness meets the expectations of
every potential guest.
POLICY:
Every standard hotel will provide a standard daily guest rooms and suites cleaning
services.
STANDARDS:
1.
SERVICE:
a)
b)
c)
d)
All guest rooms and suites will be cleaned to standard prior to being occupied
by the guest
All occupied guest rooms and suites will be cleaned to standard daily
Daily guest room cleaning must begin not earlier than 8.00am. it is
managements responsibility to use its discretion to minimize early noise.
All occupied guest rooms must receive initial cleaning by 4.00pm daily
e)
The hotel must provide complete room attendant cleaning services on an on

call basis up to a minimum of 7.00pm daily. Partial housekeeping services such
as towel replacement, bathroom amenity replacement, etc, should be provided
upon request on a daily basis.
f)
A room unoccupied for two or more days must be dusted and checked to be
sure it is cleaned to standard prior to the room being occupied.
2.
LIST OF TASK FOR HOUSEKEEPING STAFF:

The tasks listed below are in numerical order but not in performance order:
Task Code Task Activities
H/01
Cleaning procedures
H/02
Polishing
H/03
Preparing guest room
H/04
Dealing with guest laundry
H/05
Dealing with lost and found property
H/06
Dealing with guests special requests
H/07
Employing
techniques
H/08
Using the telephone
H/09
Preparing public / function rooms
H/10
Dealing with pests
H/11
Receiving and issuing linen
H/12
Dealing with complaints
H/13
Transferring guests
H/14
Taking fire prevention and safety action
personal
grooming
and
hygiene
H/15
Dealing with repairs and maintenance
H/16
Creating floral and decorative arrangement
H/17
Repairing fabrics
H/18
Removing stains
H/19
Marking fabrics
H/20
Taking action in emergencies
H/21
Coordinating work with front office
H/22
Seasonal closing down
H/23
Planning and controlling work at the department
H/24
Inspecting the guest rooms
H/25
Record keeping
H/26
Giving on-the-job training
H/27
Taking inventory
H/28
Drawing up duty rosters
H/29
Supervising work in the department
H/30
Advising management
NOTE:
Each of these tasks when being analyzed has specific skill, knowledge and attitudes
appropriate for the employee to perform the tasks according to the standard.
3.
JOB PERFORMANCE STANDARDS - Room Attendants:

The following job tasks should be performed daily in occupied rooms,
unless
otherwise indicated, for a room to be considered cleaned to
standard.
a)
1
BATHROOM CLEANING:
Clean shower tiles and soap holders
Must be free
appearance
from soap scum and have polished
Clean tub and rinse out thoroughly

No hair or soap scum should remain in tub
Clean and polish tub chrome fixtures

No water marks should remain
Clean shower curtain liner
Scrub clean toilet inclusive of bowl (outside and inside),

rim, base, seat cover, chrome fixtures, hinges and water
tank
Should have polished appearance
Clean sinks, sink counter, and polish all sink fixtures
Neatly arrange all guest items on the sink counter
Clean mirrors and light fixtures leaving no streaks or water

marks
Clean towel racks. Must be free from dust
10
Wipe clean walls and both sides of both room doors.

Remove all sports and finger marks
11
Clean bathroom floor giving special attention to corners

and the base of the toilet. No hair should remain on the
floor
12
Empty and clean waste basket / ashtray
13
Clean ice bucket and tray (if applicable)
14
Replace used glasses with clean glasses
15
Provide a backup bathroom amenity for all items that

have been particularly used by the guest. Replace
amenities if the packaging is damaged. Neatly arrange
according to standards
16
Replace all used linen. Must be free from holes and trayed
corners. Must feel soft to the touch and free from ordour
17
Disconnect all electrical appliances
18
Replace bath rug (after each guest stay)
19
Replace toilet paper, tissue, and matches as needed
20
Clean hair dryer (if applicable) and check for working

order
21
Clean amenity on call tent card (if applicable)
b)
ENTRANCE AND BEDROOM CLEANING:
Clean entrance door, door frame and door hardware must

be free of finger prints
Clean full length or closet mirrors, leaving no streak.
Clean closet walls, shelves, hanger rod (after check out) if

applicable extra blanket and pillow are free of dust
Sweep clean or vaccum closet carpet
Clean vinyl or painted walls must be free of sports and

marks
Clean furniture must be free of spots, marks and dust

polish if necessary
Clean and dust mirrors and pictures (high dusting or frame

tops)
Dust lamps, bulbs and shadders
Clean windows and windowsills if necessary. Inside of

windows should be free of spots and streaks. Sills free of
dust
10
Dust curtains and sheers (vacuum if attachment is

provided) if necessary. Must be free of dust. If spotted and
dirty, remove for complete cleaning as necessary close
sheet curtains
11
Clean and dust bed boards
12
Check under bed and clean out any debris
13
Make-up bed(s). properly replace all sheets, plus blanket
and be spread if they need cleaning

14
Remove sofa and hair cushions to clean out any debris

(use vacuum attachment if available)
15
Clean phone and recover. Must be free from finger prints
16
Sweep around edges of rooms and behind furniture to

remove all debris
17
Empty and wipe clean wastebasket / ashtrays. Place clean

linen in waste basket if necessary
18
Replace stationery and any other supplies needed in the

room
19
Check and replace any burnt out light bulbs
20
Clean TV set and check for good working order
21
Vacuum and spot clean carpet

Note: This must be done daily in all occupied rooms
22
Ensure guest room is free from ordour
23
Remove room service trays and notify room service for

pick-up
24
Pick up all guest clothing from the floor or furniture and

arrange neatly on sofa or chairs
25
Before leaving the room, stand at the entrance door and

look around room to ensure every thing is in place and the
room has been cleaned to standard
c)
Immediately report to your supervisor all furniture, fixtures, and equipment

which are not in working order or which need repair according to the established
policies and procedures.
d)
Room attendant must knock and announce him or herself prior to entering a
guest room.
4.
JOB PERFORMANCE STANDARDS - Room Supervisors:
a)
Check every guest room to ensure it has been cleaned to standard and is in
good working order before reporting the room as clean and vacant.
b)
Report all maintenance problems, and place all rooms that do not meet
standards out of order according to established policy and procedures
5.
ASSUMPTION OF DUTY Room Attendants:
a)
All Room attendants should report to the house keeping office on assumption
of duty, sign in and get their floor assignments.
b)
Pick up their rag, supply basket, room status sheet

Report to their respective floor supervisors who give out room keys and
room assignments
Every effort should be made by the room attendant not to disturb the guests,
even if they havent had the slightest foresight to put the sign on the door knob
or double lock their doors.
Room attendant should not unnecessarily knock on the door thus avoiding
the danger of awakening guests. Obviously they are not to knock when door is
double locked or DO NOT DISTURB sign is displayed.
If by 2.30pm a guest is still inaccessible for cleaning by the room attendant,

the Supervisor or Executive Housekeeper is notified and the room is checked by
phone or in person by the Executive housekeeper.
Subject
Laundry / Valet Services
Applies
To
All Standard Hotels
Section
Rooms
OBJECTIVES:
1.
To establish minimum basic service quality standards which all standard hotels
must offer to the guests.
2.
To establish varying degrees of laundry/valet services to be provided by every

standard hotels.
POLICY:
Standard hotels will provide laundry/valet service.
STANDARDS:
1.
(a)
(b)
SERVICE:
Return all dry cleaned items to the guest thoroughly cleaned, free from
wrinkles, and free from odor of chemicals.
Items for pressing only will be returned to the guest free from wrinkles.
(c)
Replace any buttons broken while being washed or dry cleaned, replace
missing buttons.
(d)
Notify guest of all stains which could not be removed, and do not charge guest
if results of cleaning were unsatisfactory.
NOTE:
If daily service, one (1) hour pressing, overnight laundry/valet services,
and/or timeliness standards cannot be provided in house due to lack of space for
equipment, and/or outside contract services are not available in the city where the
hotel is located, these services can be waived in accordance with.
Subject
Check In / Out
Applies
To
All Standard Hotels
Section
Rooms
OBJECTIVES:
1.
To indicate that the guests greatest difficulty in using hotels is checking in and
out, and the guests strongest attitude statement was I hate waiting in line.
2.
To set standards which will ensure a positive guest experience when checking
in and out the guests.
3.
To establish key job performance standards for Guest Service Agents(GSA) and
Front Desk cashiers.
POLICY:
All Standard Hotel will provide adequate front desk facilities and equipment as well as
a sufficient number of well-trained staff to provide friendly, efficient and prompt check
in and out services.
STANDARDS:
1. SERVICE:
(a)
Prompt and efficient check in/out service must be provided 24 hours per day
seven day a week.
(b)
Waiting in line, time for check in and out must not exceed 5 minutes 95% of
the time and never exceed 10 minutes.
2. JOB PERFORMANCE STANDARDS GSA/CASHIERS

(a)
Make eye to eye contact with and recognize the guest immediately after the
guest approaches the desk (even if busy) then follow Guest Satisfaction System
(GSS) standards.
(b)
Use the guests name a minimum of 3 times during check in and 2 times of
check out.
(c)
Especially recognize VIP guests. GSAs must inform them of VIP benefits in the
Hotel. Do not wait for guests to ask.
(d)
Guest Service Agents at check in must also:-
(i)
Check guest history if available, and if a repeat guest welcome the guest
back. Additional information such as room type preferred should be used in
discussing the guests current need.
(ii)
Notify all guests of their room rate (unless confidential) at check in. Do not
change rate which exceeds the current rate for the room assigned.
(iii)
If a room is not ready, it is strongly recommended that the guest be offered a

complimentary beverage voucher, luggage storage must also be offered.
Note:
If you promise to the guest a room at a certain time be sure you deliver what
was promised.
(iv)
Ask guest if they would like the service of a porter, if guest history is available.
Discreetly advise bell person if guest is first time person or repeat guest.
(v)
Advice guest of any promotion taking place in the Hotel.
(vi)
Advice guest of special features of room such as key card locking devise, mini
bar key, etc.
(vii)
Thank guest for choosing your Hotel and offer further assistance during stay if
needed.
(e)
(1)
Cashier at check out must also:Ask if everything is o.k. during guests stay. Note any guest satisfaction
problem and pass to Management for handling.
(2)
Hand credit card and folio to guest (do not delay on counter).
(3)
Provide additional copy pf bill/charges if requested.
(4)
Ask the guest if they need assistance with their baggage, transportation or
reservations for their next visit.
(5)
Thank guest for staying with us, ask guest to return and ask if return
reservation can be made. If yes, make reservation. Establish local procedures
to ensure other guest are not delayed at check out.
(6)
Resolve all guest complaints prior to the guest departure. If necessary, a

supervisor should be called to resolve the compliant.
(7)
Any guest who elects not to stop by the front desk to check out must be sent
a copy of their settled folio and credit card slip within 24 hours of their
departure (example, VIP guests, Diplomats, etc).
Note:
It is recommended that the bill be presented in a folder or an envelope.
Subject
Portage Service
Applies
To
All Standard Hotels
Section
Rooms
OBJECTIVES:
1.
2.
In every standard Hotel it is necessary to provide the guest, friendly, efficiently

and prompt luggage porter age and helpful information.
To establish key job performance standards for bell persons.
POLICY:
All standard hotels must provide helpful, friendly, efficient and prompt luggage
service, as well as to offer a paging service as an extension of the concierge service
department.
STANDARDS:
1.
Service:
(a)
Portage service will be provided by the hotel to every guest who requires it.
(b)
Portage service will be provided on a 24 hours basis, 7 days a week.
(c)
(d)
2.
3.
Portage service shall, at minimum, be provided no an on call basis, i.e. upon

the request of the guest.
In the hotel, the guest must be asked if he /she would like portage.
Staffing
Time standards for luggage delivery/pick ups:(i) Delivered to the guest room within 10 minutes after check-in.
(ii) Picked up within 10 minutes of request.
(b)
Time standards for answering the portage desk phone:1.95% of the time answered within 3 rings.
2.5% of the time answered within 5 rings.
4.
Automatically transferred to front desk after 5 rings and answered by Guest
Service Agent within 3 rings.
(c)
While positioned in lobby porters should answer guests questions, point out
reception areas, and give direction to all other facilities as appropriate.
(d)
Use the guests name a minimum of 2 times when rooming the guest.
(e)
Give special attention to VIPs by acknowledging the guest as an important

personality.
(f)
While escorting guest to room inform them of current special promotion in the
hotel facilities and service and where the closest emergencies exist is to the
guest room, while escorting the guest to the room.
(e)
Allow the guest to proceed into the room, turn on lights and explain the
primary features of the guest room to include but not limited to:1.
Air conditioning unit (verify it works correctly and quietly).
2.
Television and in-room movies.
3.
Mini bar.
4.
Light switches.
5.
dry-
Guest Service Directory and primary services, such as laundry,

cleaning/pressing services, room service, etc.
5.
Make quick check of room to be sure all is in order and room is up to

standard. (Report any discrepancies immediately).
6.
Offer to make guest meal reservation in the hotel restaurant(s).
7.
Inquire if the guest has any questions or needs any additional services.
(h)
Hang all garment bags in the closet and place suitcases in rack(s).
(i)
Wish the guest a pleasant stay in the hotel, and leave the room
quietly. At check out thank guest for staying in your hotel, and ask him/her to
return, and then bid the guest farewell.
(j)
The porter must exercise extreme care to ensure luggage in their
position is properly identified secure at all times, delivered to the correct guest
room, and taken to the correct area at check out.
NOTE:
Wherever physically possible luggage trollies should not be used in guest
elevators. Porters should transport luggage by trolley only (via the service elevator(s)
)
FACILITIES:
1. The hotel must have an easily identified well-maintained and professionally

designed desk area.
2. The porters desk should be conveniently located adjacent to the luggage
storage area end, front desk for ease of luggage handling and reduction of
traffic flow.
Subject
Front Office Accounting
Applies
To
All Standard Hotels
Section
Rooms
It is necessary for a hotel to record the income, which is received from selling the
facilities and services. The majority of these sales made to the guest are credit sales
and so an accurate recording system must be implemented as the purchases are
charged to the guests account and the total paid on departure or when a floor limit
has been reached.
The accounting system developed must satisfy the following requirements.

-
Keep the guests bill/account up to date.
Identify sales from all the different sales outlets.
Incorporate a procedure for recording cash sales separately.
Balance as required.
Incorporate control measures.
Once again, it is possible to link the Accounting activities to the Guest cycle.
Prior to Guests Arrival

If and when a deposit for accommodation is received, it is usually recorded as a credit,
against the guests account in the deposit ledger. The deposit will be paid into the
cashier, and a receipt will be sent to the guest.
With a mechanized system, the guests bill head or account card will be completed
and the amount of the deposit posted to it by use of the cash key. The bill will then be
filed in the deposit or outstanding Accounts ledger tray.
Guest Arrival
Opening the Guests Account
First of all the arrivals list must be forwarded from reception to accounts so that the
Guests Account can be opened. This will involve typing up the Bill head or Account
card with relevant guest information, such as name, address, room number, room
rate, who will pay the account and address, method of payment and so on.
Keeping the Guests Account up-to-date
Posting of charges incurred by the guest should take place at regular intervals so the
total bill is up-to-date at any time. This means speedy transfer of all charges from all
sales outlets. There are various means of transferring this information by hand, by
pneumatic tube or increasingly by electronic or computerized links.
These charges should be posted at the earliest opportunity, if vouchers/dockets are
used, these should be securely stored until sorted into room number order and then
attached to the bill and then posted.
Accommodation charges are often posted at a specific time and may be done by the
Night Auditor or Receptionist.
The busiest time will be as guests are checking out in the morning and speed of
transfer and posting is essential to ensure all charges are on the guests bill before
departure. The voucher/docket should be actioned in some way as it is posted for
control purposes and then filled.
Identifying sales from all the different sales outlets
The charges incurred by the guest must be clearly identifiable on the bill and the hotel
will also require some breakdown of charges for all guests from all sales outlets in
order to identify the spending of guests in each department or outlet of the
operation. The specific management information identified should be tailor-made to
the operation.
Computerized system
The computer can be programmed to carry out the whole of the accounting
function. A guest folio (bill) is opened as the guest arrives, charges are posted as with
any billing machine. The memory keeps a running total of the bill; if a mistake is
made the computer can be programmed to query it and balancing is carried out
automatically and can be done any time of the day. A full sales ledger can be
produced to show total sales of each department and totals of each department and
totals of each room. Other control functions, such as producing a list of accounts
above a certain figure, can be programmed into the computer. The guests can then
be printed out on departure. Some computers have the facility to have terminal links
in each sales outlet so that charges can be automatically and can be done at any time
of the day. A full sales ledger can be produced to show total sales of each department
and totals of each room. Other control functions, such as producing a list of accounts
above a certain figure, can be programmed into the computer. The guests bill can
then be printed out on departure. Some computers have the facility to have terminal
links in each sales outlet so that charges can be automatically posted from the points
of sale.
CHECK-OUT
Very often on the day of departure the guest is in a hurry to catch a flight or a
business appointment for instance and is rather impatient to checkout
quickly. Unfortunately this is probably a very busy period at the front office and so the
staffing level and check-out procedure must be well planned. Usually the
Receptionist/Bills clerk will check the guests bill and if checking out in the morning
will ask guest if breakfast was taken (if this is a separate charge) and if any telephone
calls had been made as the vouchers may not yet have been transferred to Front
Office and posted on the Bill, Service Charge and V.A.T. where necessary will be added
to the Bill which will be totaled and presented to the guest for checking and payment.
In a standard hotel the accounting function may be subdivided and the cashier, rather
than the Bills Clerk will deal with the payment of the account and the receipt of the
money. The account will be receipted and the guest will keep the top copy, whilst the
hotel retains the bottom copy.
Social skills are just as important as Check-Out and Check-In and it is only polite to
ask the guest if he enjoyed his stay and wish him well on his journey. As mentioned
earlier there is another sales opportunity at this point and perhaps the guest can be
encouraged to return in the future.
METHODS OF PAYMENT
There are several methods, which can be used by the guest to settle his account.
Cash
This traditionally has been the most usual method but the use of cash is
declining. When cash is received the amount should be recorded this is usually done
in cash received Book for a manual system and against cash key for a machine
system. The days total of the cash received Book or cash key must agree with the
actual money received.
The guests Bill is then receipted either manually or by the billing machine to denote
payment has been received.
As a control measure each cashier on duty will normally have an individual till with a
cash float, which they will have to sign in and out.
If operating an accounting machine each cashier on duty will normally have a

separate coded cash key for control purposes.
Cheques
As the use of cash has declined so the use of cheques has increased. The cheque
card guarantees the payment of a cheque up to an agreed amount, currently E50.
One cheque only can be used per transaction so if the account is more than E50 the
cashier must write the cheque card number on the back of the cheque. This means
that the transaction is charged to cash one and the guest cannot stop the cheque
later.
Obviously the cheque must be signed in the presence of the cashier who checks the
signature with the cheque card, which must not have expired.
Foreign Currency
The hotel can analyze from past records the country of origin of its guests and so
decide on the foreign currencies that will be accepted. As the exchange rates
fluctuate considerably even day by day the cashier should check daily either with the
bank or the daily paper. The rate of exchange is usually less favorable to the guest
than that offered by the bank. This is because the hotel takes a commission to cover
administrative costs and sudden changes in the exchange rate and often makes a
small profit. Foreign currency should only be accepted as a means of payment rather
than a straight exchange of currency.
Subject
Restaurant Service
Applies
To
All Standard Hotels
Section
Rooms
OBJECTIVES
1.
Research and experience has shown that good Restaurant is an important

reason for recommending a property for others to stay at, and is a feature
which conveys quality in a hotel.
2.
Good Restaurant service will most assuredly increase food and beverage
departmental profit.
3.
This objective establishes minimum operating requirements for Restaurants

hours of operation, and service standards.
POLICY:
All Standard Hotels will have a restaurant and provide high quality restaurant service.
STANDARDS:
1.
SERVICE:
a.
All day dinning facilities (or fine dinning Restaurant if the only restaurant) must
open for service by 7.00am and close not earlier than 11.30pm daily.
b.
Hours of operation of all other Restaurants may vary based on market need.
However, Restaurant should be open at least five days per week, (or 7 days per
week).
c.
All food served must be purchased and prepared from fresh ingredients.
2.
a.
FACILITIES:
Restaurant seating capacities must be adequate to ensure compliance with
timeless service standards and profit maximization.
3.
MENUS REQUIREMENTS:
a.
Breakfast, lunch, and dinner menu items must be offered.
b.
Menus will offer a variety and full range of courses: appetizers, soups, salads,
main course and desserts, creativity and local cuisine should be incorporated
into menus.
c.
The restaurant will serve wine by the bottle, half bottle and glass, and
selections will be present in a wine menu which may be part of the food menu.
Where bottle selections are very limited or unavailable, the selection of wines
by the glass should be increased to compensate.
d.
Fine dinning restaurants will have a separate wine list.
e.
The restaurants, where available. Will serve fresh brewed decaffeinated coffee
in addition to regular coffee and a variety of teas.
f.
A childrens menu or section on the main if the all day dinning facility is
required. Use creativity.
g.
Menus must be professionally printed and maintained in good condition,

unless the concept of the restaurant requires other wise.
h.
Inconformity with international standards, the menus should be in English as

well as the native language(s) the property is used on market mix of customers.
i.
In fine dinning restaurant, a dessert cart or tray is required.
4.
MINIMUM STANDARD TABLE SET UP:

a.
b.
Breakfast/Lunch place mats, table cloths, napkins, (High quality paper

or cloth), stainless ware acceptable in the hotel.
Dinner place mats, napkins, tables, etc.
c.
Fine dinning restaurants will use all cloth linen, silver plate utensils and
table wares, upgraded glassware (hand-blown, high quality or crystals).
d.
All tables will have an attractive centerpiece. Fresh cut flowers

recommended. Self extinguish
e.
Food and beverages must not be served in chipped china or glass ware.
f.
Stained , torn of frayed table clothes and napkins must not be used.
g.
Ash trays must not be included in the table set up in the areas
earmarked as NO SMOKING AREA.
h.
Fresh ground pepper grinders are recommended to be part of the table

set up. Fresh ground pepper (as opposed to powered pepper) should be
used.
i.
Complimentary newspapers will be available for guest use at breakfast

meal periods.
5.
JOB PERFORMANCE STANDARDS:
(a)
ALL STAFF:
Will provide friendly, competent service. (Based on service attitude and
service knowledge and skill).
(b)
HOSTESS.
1.
(c)
Will seat 95% of all (guests) within 5 minutes or arrival, and all other
guests within 10 minutes.
2.
Call the guests by name if their name is known.
3.
Gently lead guests to their tables and seat them.
4.
Thank guests as they leave the restaurant and bid them farewell.
WAITER/WAITRESS:
1.
95% of all breakfast guests be served within 35 minutes of being seated,

all other breakfast guests within 20 minutes.
2.
95% of all lunch and dinner guests must be served within 30 minutes of
being seated, all other guests within 25 minutes. This standard applies to
1st course (appetizers/starters/entrees), not the main course.
3.
Guest must not have to wait for their bills. In all day dinning facilities
place bill on table after guest has ordered all items. In the restaurant,
service staff should be attentive and present bill as soon as the guest is
ready for it.
4.
Serve all items as ordered to the correct guests.
5.
Observe guests while dining, anticipate their needs. Service staff should
be attentive, but not dominating, intimidating or obtrusive.
6.
Have thorough knowledge of menu and be able to intelligently, explain

how all menu items are prepared and nay special.
7.
Never request or indicate that gratuity is expected. When the gratuity is

automatically included this should be noted in the check. Never
voluntarily advice the guest if it is not included.
8.
Be thoroughly familiar with law in serving alcoholic beverages to guest.
9.
Call guest by name if known and thank them for their patronage.
D.
KITCHEN STAFF:
1.
Be familiar with rules regarding the storage, preparation, and serving of

foods. Food must be prepared with fresh ingredients whenever possible.
2.
Prepare and display food with style and creativity according to

established recipes and presentation standards.
3.
Prepare the exact quantity of food in the style and cooked to the degree
requested by the guests.
4.
Prepare food in a timely manner which will allow the time standards
established in paragraph 3c above to be achieved.
5.
E.
Hot food should be served hot, cold food served cold.
RESTAURANT MANAGER/SUPERVISOR:
1.
Conduct pre-meal classes and other types of regular training to ensure

all guests are satisfied with the food, beverage and services provided.
2.
Resolve all guests complaint to the best of your ability before the
guest departs the restaurant.
3.
Ensure all employees serving alcoholic beverages have received

alcoholic awareness training.
Subject
Room Service
Applies
To
All Standard Hotels
Section
Rooms
OBJECTIVES:
1.
SERVICE:
(a)
For all standard type hotels, room service must open by 6.00 am, and
cannot close before 12.00 pm daily. Service must however be provided 24
hours daily, 7 days a week.
(b)
All food and beverages delivered to the guest room must be attractively
covered or wrapped for sanitation purposes as well as for purpose of
keeping hot food hot and cold food cold. Covers are preferred over
wrapping.
(c)
Refer to standard (1-(d)) item 3.1 for quality of food that must be
served
(d)
Dirty trays must not remain in the guest rooms or corridors for more than
1 hour. The management should establish effective policies and
procedures for patrolling of corridors and table removal, i.e. use of tent
cards, guest room attendant assistance, etc. to ensure this standard is
maintained on a consistent basis.
POLICY:
All standard hotels will provide room service to its guests.
STANDARDS:
2.
MENU REQUIREMENTS.
(a)
The hotel must have a room service menu which is professionally

printed on good quality paper. The room service menu may form part of
the guest room folder. If the menu is separated from the folder, it must be
presented in an attractive cover.
(b)
The room service phone number must be prominently displayed on the

room service menu.
(c)
Breakfast Full English/American, Continental, and Ala carte breakfast

items required. Regular and decaffeinated coffee required. Fresh
squeezed orange juice required.
(d)
Lunch and Dinner Lunch and Dinner menu may be combined or

separate, must consist of salads, soups, appetizers, main course (suitable
variety of meat, fish poultry), rolls and butter, desserts, snack items, wine
and liquor.
(e)
A breakfast door-knob menu is required in all hotel rooms.
(f)
The hotel will provide a 24 hours room service, the menu can be
reduced to a late night snacks; consisting of snack items, sandwiches,
beverages and desserts between 12.00 pm and 6.30 am.
3.
JOB PERFORMANCE STANDARDS:

WAITERS:
1.
Set up orders with 100% accuracy. All items ordered must be delivered
as ordered.
2.
Deliver food within 5 minutes of time promised but in no event should it

take longer than 30 minutes from the time of ordering to deliver the order
to the guest room.
3.
Greet the guest by name. use the guests name a second time when
departing the room and thanking the guest.
4.
After delivering the order, remove plastic wraps and covers from food
and beverages.
5.
Set up food and table so that guest can sit down and eat without further
preparation.
6.
Never ask for or indicate a tip is expected. When the gratuity is

automatically included, this should be indicated on the check. Never
voluntarily advise the guest that a tip is not included.
ORDER TAKERS:
1.
Answer the room service phone within 3 rings, 95% of the time, and all
calls within 5 minutes.
NOTE: Where the room service order taker answers other phones such as restaurant
phone, a dedicated line should be provided for room service so that the order taker
can answer the phone correctly by saying, this is room service may I help you, etc.
2.
Be able to advise guests of all promotions, daily specials, and menu

items; how they are prepared, its compositions, etc.
3.
Achieve 100% accuracy on recording guest orders. Always report guest

order back to the guest to verify order and achieve this standard.
4.
In the absence of room service manger, inspect all the tables and trays
prior to delivery to the guest to ensure that food, beverage and table set
up meets the room service standards.
5.
Advice guests when to expect order to arrive.
6.
Greet guests by name if the computer system has this capability.
7.
Use guest name when thanking them for calling room service.
MINIMUM STANDARDS SET UP:

(a)
Trays may be used for all continental breakfast (minimum of 2

breakfasts, if more than 2 use cart). Snack items, luncheon sandwiches,
beverages, desserts and miscellaneous orders.
(b)
Trays must not be of cafeteria grade and must have an attractive liner
and be in good condition (no chips).
(c)
Room service tables must be covered with a good quality table cloth,
similar to that used in the restaurant. Cloth napkins must be used with all
breakfast, lunch and dinner orders.
(d)
All china, Glass, silver (stainless) condiment containers, etc. must give
the appearance of a matched set and be pleasing to the eye.
NOTE:
Plastic/styro foam plates cutleries and cups are not recommended to be used in a
standard hotel unless service is to the pool or to be taken off the hotel (Take away)
order.
(e)
Silver service is to be offered to VIP guests and client and most of

superior quality.
Subject
Room Service
Applies
To
All Standard Hotels
Section
Rooms
OBJECTIVES:
To ensure that all employees develop and maintain a positive attitude towards service,
and interact with guests and fellow employees in a friendly, courteous and helpful
manner. This will in turn, ensure continued improvement on guests perception of
hotel services and result in higher levels of new and repeat customers.
POLICY:
All standard hotels are required to implement each program in the guest satisfaction
system.
STANDARDS:
1.
The Guest satisfaction system includes the following programs:

a.
Guest satisfaction standards.
b.
HIREVISION.
c.
New employee orientation.
d.
Guest satisfaction Meetings.
e.
Guest satisfaction Index.
2.
The General Manager, Personnel Manager, Heads of Departments and

Supervisors will be trained in how to administer the system and will be
responsible for administering the Guest Satisfaction System.
3.
HIREVISION is being used to screen all candidates for every position in

the hotel. NOTE: HIREVISION is not an ultimate determinant for hire, but
rather an effective and important tool of management to evaluate
potential candidates.
4.
All candidates selected for hire, transfer, or promotion must meet the
standard HIREVISION rating for the position the employee is entering.
5.
Ideally all employees should receive new employee orientation training

on their first day of employment. However, at the latest employees must
complete the New Employee Orientation Program which includes an
overview of G.S.S. Little Things Mean A lot, within 7 days of
employment.
7.
Quarterly GUEST SATISFACTION MANAGEMENT MEETINGS must be

conducted by the General Manager.
8.
Newly hired employees must receive the initial four (4) guest satisfaction
meetings within the first four (4) months of employment.
9.
General Manager will establish performance objectives for individuals

and departments, which will require continuous improvement in the
propertys customer ratings.
JOB DESCRIPTIONS
FOR WORKERS
IN THE
HOSPITALITY INDUSTRY
JOB DESCRIPTION
JOB TITLE
GENERAL MANAGER
DEPARTMENT
HOTEL AT LARGE
REPORTS TO
MANAGING DIRECTOR
JOB SUMMARY: Directs and coordinates activities of the hotel in accordance with
identified company goals in order to achieve optimum efficiency, economy of
operations, and maximize profit by performing the following duties personally or
through subordinate staff.
ESSENTIAL DUTIES AND RESPONSIBILITIES
INCLUDE THE FOLLOWING:
1.
Organize all aspects of the hotel administrative functions through the Admin
Manager to make staff function optimally and the guests satisfied at all times.
2.
Make professional business forecasts and projections with an aim of increasing

revenue generation.
3.
Organize all aspects of the hotel operations through the Operations Manager
to make staff function optimally and the guests satisfied at all times.
4.
Assists in the setting up of hotel goals and policies. Fashions out strategies to
be adopted to ensure the attainment of set objectives.
5.
Ensure that guests patronage does not decline by way of maintaining a

constant sound relationship with both National and Expatriate clients
respectively.
6.
Liaises with fellow Expatriates to guarantee a regular patronage of the hotel by

both corporate and individual bodies that are foreign in nature.
7.
Coordinates activities in the hotel in such a way that the hotel attains an
impeccable level of good public image.
8.
9.
Must act as the Chief Security Officer of the hotel.

Reviews activity reports and financial statements to determine progress vis a
vis the forecast that has been made for a particular period.
10. Gives approval to the elevation or termination of

recommendations from the Admin and Operations Manager.
staff
based
on
11. Periodically reports to the Managing Director on general developments in the

hotel.
12. Carry out other managerial jobs as may be assigned.
It is pertinent to mention that you will be held responsible for non performance or
compliance with above and or any other assigned duties as the need arises .
JOB DESCRIPTION
JOB TITLE
OPERATIONS MANAGER (OPM)
DEPARTMENT
HOTEL AT LARGE
REPORTS TO
GENERAL MANAGER
JOB SUMMARY: To plan, direct and coordinate all operational activities of the
Front Desk, Housekeeping and Food & Beverages Department in the hotel ensuring
prompt, efficient and excellent delivery of services to our clients in realization of the
company set goals and objectives.
1.
Develop policies and programmes that would up sell the hotel facilities
and products
2. Organize all activities that have to do with the Food and Beverage
outlets through the various departmental heads.
3. Engineers strategies responsible for guest satisfaction / service delivery
in all aspects of the hotel. Sees to their optimal implementation.
4. Shall coordinate all banqueting activities through departmental heads
and subordinate staff.
5.
Shall carry out disciplinary action on any insubordinating staff when
deemed necessary.
6. Institute control measures that would help minimize wastages / pilfering
in all hotel operations. Sees to their implementation.
7. Coordinate all housekeeping activities through its departmental head
and other subordinates.
8. Develop policies that would ensure proper maintenance of all facilities in
the complex and general cleanliness and hygiene of the environment and
amongst staff.
9. Assist other staff of the hotel in its marketing efforts.
10. Shall grant discounts (with the knowledge of the ADM) when such an
exercise would imply more revenue for the hotel.
11. Acts as final authority for the departmental heads requisition for the
purchase of operational utensils and consumables.
12. Carry out other operationally related jobs as may be assigned.
compliance with above and or any other assigned duties as the need arises.
JOB DESCRIPTION
JOB TITLE
ADMIN MANAGER (ADM)
DEPARTMENT
HOTEL AT LARGE
REPORTS TO
GENERAL MANAGER
JOB SUMMARY: To plan , direct and coordinate all administrative activities that
relates with staff matters, hotel relationship with external bodies, intensive canvassing
for clients on behalf of the hotel, efficient and excellent delivery of good public image
to our clients in realization of the company set goals and objectives.
1.
Oversees all aspects of hotel administration to create a good working

environment for staff to ensure optimal output which would guarantee guest
satisfaction.
2. Coordinates the basic activities that are necessary to effect the retainance of
old corporate clients and acquisition of new ones.
3. Sets up policies to ensure that industrial harmony and total discipline is
maintained at all times amongst staff of Wingate House.
4. Shall take disciplinary actions where deemed necessary on any insubordinating staff.
5. Identify manpower needs and report same to appropriate authorities.
6. Assign duties and responsibilities to subordinates staff and ensure
performance compliance to assigned duties.
7. Shall carry out disciplinary action on any insubordinating staff when deemed
necessary.
8. Shall grant discounts (with the knowledge of the OPM) when such an exercise
would imply more revenue for the hotel.
9. Review activity reports and financial statement to determine progress and
fiscal discipline.
10. In conjunction with the OPM, appraise subordinates for confirmation,
rewarding, promotion and or for disciplinary action whenever deemed
necessary.
11. Shall fashion out a vacation / holiday programme for worker as at when the
time arises.
13. To plan, direct and implement a regular training programme for new and old
employees alike at Wingate House.
14. Oversees the activities of the accounts department to avoid a negation from
set targets and goals.
15. Acts as final authority for the departmental heads requisition for the purchase
of administrative utensils and consumables.
16. Carry out other administratively related jobs as may be assigned.
JOB DESCRIPTION
JOB TITLE
FRONT OFFICE MANAGER
DEPARTMENT
FRONT OFFICE
REPORTS TO
GENERAL MANAGER
JOB SUMMARY: Supervise all jobs done in the front office department and
overseeing matters that have to do with guest /visitors , reservations and general
welfare and comfortability of guests.
1.
Oversees the Check in / Check-out of guests on a daily basis and carry out
on-the-spot auditing.
2. Reports for work at least 15 minutes before resumption time to ensure basic
preparations are carried out before job commencement.
3. Acts as the chief security officer of the front office department. Ensures
security of hotel room keys.
4. Deal with travel agencies / airlines, none arrivals (no shows) and attend to
cancellations.
5. With a properly analyzed forecast system, use overbooking techniques to
ensure full house.
6. Ensures the front office department maintains an effective filling system for all
correspondence relating to reservations.
7. Attend to special requests after due consultation from the management.
8. Must be able to forecast reservation patterns or produce reservation statistics,
records or graphics.
9. Attends to guest safe keeping according to house custom.
10. Assists the receptionists to attend to computerized reservations.
11. Maintain discipline in the front office department.
12. Organize requisition of requirements from the store for departmental use.
13. Preparation and preservation of arrival and departure statistics / list when
need be.
14. Assist the receptionists in the paging of guests.
15. Undertake foreign exchange on behalf of the guest in conformity with FOREX
laws and after due consultation from the management.
16. Deals with customer complaints and/or refers complaints that needs
management attention.
17. Report any irregularity to the management.
18. Deal with both guest and staff mails, train new staff for telephone operation
19. Fashions out a model to ensure a confirmation or refusal of advance
reservation, after an approval from the management.
20. Responsible for the preparation of periodic front office duty schedule with due
consultation from the GM.
21. Oversees the personal grooming of all front office staff and ensures it is of high
standard.
22. Establish a good working relationship with other departments.
23. Dutifully carry out other jobs as may be assigned.
JOB DESCRIPTION
JOB TITLE
FOOD & BEVERAGE MANAGER
DEPARTMENT
F&B
REPORTS TO
GENERAL MANAGER
JOB SUMMARY: Supervise all jobs done in the food and beverage department and
overseeing matters that have to do with guest satisfaction, efficient waiter service
and banquet functions at large.
1.
Oversees the functional activities that take place in the

F & B service areas
of restaurant, lounge bar, mini bar, dispense bar, room service, and banqueting
service etc.
mice-en-place are carried out before job commencement.
3. Fashions out a model in conjunction with the chef to ensure a functional
kitchen that would guarantee quick and efficient service.
4. Responsible for imaginative and creative table lay-ups, effective banquet
executions, acceptable service styles and standards.
5. Based on observable trends, liaises with the chef to fashion out an acceptable
table dhote, a la carte, or specialty menu which is subject to the approval of the
OPM.
6.
Responsible for the preparation of periodic F & B duty schedule with due
consultation from the OPM.
7. Attend to special guest requests after due consultation from the management.
8. Establish a good working relationship with other departments.
9. Must be able to forecast food and beverage sales patterns and produce
authentic statistics, records or graphics that could be relied upon.
10. Ensures that all mice-en-place are carried out prior to service periods. Deals
with customer complaints and/or refers complaints that needs management
attention.
11. Report any irregularity in the food and beverage area to the management.
13. Responsible for training new staff on basic principles of food and beverage
operations.
14. Oversees the personal grooming of F&B staff and ensures it is of high standard
together with the practiced level of hygiene.
15. Maintain a high level of discipline in the food and beverage departments.
JOB DESCRIPTION
JOB TITLE
HOUSEKEEPING MANAGER / SUPERVISOR
DEPARTMENT
HOUSEKEEPING
REPORTS TO
GENERAL MANAGER
JOB SUMMARY: Supervise all jobs done in the housekeeping department and
coordinates activities that have to do with guest welfare and comfort to ensure guest
satisfaction.
1.
2.
3.
4.
5.
6.
7.
Oversees the functional activities that take place in the

housekeeping and
maintenance areas such as guest rooms, offices, restaurant, bar, VIP lounge,
laundry, banquet hall, conveniences, car park, gardens, gate entrance etc
Reports for work at least 15 minutes before resumption time to ensure basic
Fashions out a model in conjunction with the management to ensure
functionality in all the rooms, all equipment and facility available in the hotel.
Aims to achieve the maximum efficiency possible in the care and comfort of
the guests and in the smooth running of the housekeeping department.
Sees to the proper use, functioning and maintenance of the hotel generator
sets after due consultation from the management.
Responsible for the preparation of periodic housekeeping duty schedule with
due consultation from the OPM.
Attend to special guest requests after due consultation from the management.
8.
Plan and organize the housekeeping department for smooth operations,

comfort and welfare of guests. Establish a welcoming atmosphere and a
courteous reliable service from all staff of the department.
9. Communicate with management staff and guest on vital matters. Establish a
good working relationship with other department.
10. Deals with customer complaints and/or refers complaints that need
management attention.
11. Report any irregularity in the housekeeping department to the management.
12. Responsible for training new staff on basic principles of housekeeping
operations.
13. Oversees the personal grooming of housekeeping staff and ensures it is of high
standard together with the practiced level of hygienic cleaning.
14. Liaise with reception and maintenance departments on faults and laundry
services.
15. Carry out inspection of rooms and public areas in the hotel for cleanliness and
sanitation.
17. Supervise subordinates and secure guests forgotten property.
18. Undertake special floral decorations for special occasions e.g. wedding
receptions.
19. Maintain discipline and supervise the handling of hotel and guests laundry.
JOB DESCRIPTION
JOB TITLE
ACCOUNTANT
DEPARTMENT
ACCOUNTS
REPORTS TO
ADM
JOB SUMMARY: Receives and records cash and charges payments. Process financial
disbursements, balances cash receipts against register on daily basis. Maintain proper
stock control audit and supply.
1. Supervises hotel accounts books and partakes in the safe keeping of guest
safety deposits.
2. Receives and receipts for all variety of payments and other cash and cashrelated transactions, verifies and posts same to appropriate accounts and issue
receipts.
4. Prepare cash receipts for bank deposits
5. Deposits cash and cheque payments into the company bank account on a daily
basis.
6. Prepare daily cash reports and balance the cash drawer, reconciles cash cheque and other methods of daily payments and receipts, investigate and
resolves any out of balance
7. Releases funds for operations / payments to contractors after due approval from
the ADM and OPM.
8. Ensures the preparation of periodic financial statements such as billings,
budgets and cost reports.
9. Assist in the revision, calculation and processing of payroll / time sheets.
10.
Must be able to make financial forecast and projections based on the
various revenue yielding points and observed trends and come out with realistic
statistics, records or graphics.
11.
Oversee purchases records and periodic stock audit in
conjunction
with various departmental heads.
12.
Oversees the operations of the store with respect to the records receipts
and issuances.
13.
Maintain an asset register
14.
Prepare a monthly Receipt and payment statement for
possible audit
by the appropriate authority.
15.
Dutifully carry out other jobs as may be assigned.
It is pertinent to mention that you will be held responsible for non-performance or

JOB DESCRIPTION
JOB TITLE
MARKETING & PUBLIC RELATIONS OFFICER
DEPARTMENT
MARKETING
REPORTS TO
GENERAL MANAGER
JOB SUMMARY: Performs the cardinal duties of customer attraction, service and
satisfaction to ensure full hotel occupancy
1.
2.
3.
4.
5.
6.
7.
8.
9.
Must sell the hotel in good light as the Chief Image Maker
Must attract customers and clients from private and corporate organizations to
the hotel
Must ensure that all corporate bodies and individuals gotten are retained for
good
Shall assist the Accounts department in debt recovery drive when such a need
arises
Shall pick all mails from the Post Office, and any other documents that has to
do with Governing Bodies / Associations / Committees to which the hotel is
associated
Shall play a contributory role in participation when functions of any kind are
held due to its capacity of boosting the public image of the hotel
Shall report complaints and compliments of corporate bodies to the hotel
management thereby assisting in strategic planning
Must strive to ensure that the hotel operates at full occupancy at all times
Must strive to meet up with set targets as assigned by the management within
a given time spectrum or be held liable for such official inability

JOB DESCRIPTION
JOB TITLE
STORE & PURCHASING OFFICER
DEPARTMENT
ACCOUNTS
REPORTS TO
ACCOUNTANT
JOB SUMMARY: Performs the cardinal duties of pro-active and cost-effective

purchasing of food, beverage, stationeries, housekeeping and other general materials
for the hotel use
1.
2.
3.
4.
5.
6.
7.
8.
Must maintain an independent data base of purchased items on a daily basis

to be submitted to the Accountant at the end of every month
Must maintain a list of current market prices of commodities required for the
hotel use
Strive to achieve proportionality of price and value
To achieve competitive purchasing, must be open to managerial suggestions
and be ready to explore qualitative and alternative competitive purchasing
Must come up with positive suggestions that would improve the competitive
objective of our purchasing policy
Must consciously avoid purchases that are wrong, unnecessarily expensive, of
poor quality and unprofitable in nature and character
Shall be purposeful and creative in purchases with profit maximization as an
objective
Conscientiously carry out extra duties as may be assigned from time to time

JOB DESCRIPTION
JOB TITLE
CHEF
DEPARTMENT
F&B
REPORTS TO
GENERAL MANAGER
JOB SUMMARY: Plan, direct and coordinate the activities of the kitchen and kitchenrelated sections of the F & B department.
1. Oversees the functional activities that take place in the
food preparation
areas of pastry, ladder, kitchen store, continental and national cooking spots.
3. Direct the preparation, seasoning and cooking of all food items in the kitchen
4. Ensure the proper and hygienic preservation of all food items
5. Fashions out a model in conjunction with the management to ensure
functionality in all the equipment and utensils available in the kitchen.
6. Maintain high safety and hygienic condition and standards in the kitchen
7. Plan and organize the kitchen department for smooth operations, service
delivery and welfare of guests.
8. Communicate with management staff and guest on vital matters.
9. Based on observable trends, liaises with the F&B supervisor to fashion out an
acceptable table dhote, a la carte, or specialty menu which is subject to the
approval of the GENERAL MANAGER.
10.
In conjunction with the F&B MANAGER, plan /prepare and review
menu and its sell-ability when and where necessary
11.
Report any irregularity with the food in the kitchen area to the
management.
12.
Develop control measures that would assist in the prevention of wastages
and pilfering in the kitchen areas.
13.
Organize requisition of requirements from the store for departmental use.
14.
Order supplies and keep proper records of food stocks and accounts of
sales in the restaurant via the docket system.
15.
Develop and prepare duty roaster for the kitchen staff
16.
Ensure prompt and efficient delivery of food ordered for service in the
service areas.
17.
Liaise with the F& B supervisor on banquet activities via an already
circulated function sheet
18.
Maintain discipline in the kitchen and kitchen-like areas.
19.
Oversees the personal grooming of kitchen staff and ensures high
standard of cleanliness together with the practicable level of hygiene.
20.
Maintain log book / file for all food orders.
21.
Responsible for training new staff on basic principles of kitchen hygiene,
food preparation, portioning and presentation.
22.
JOB DESCRIPTION
JOB TITLE
COMPUTER OPERATOR
DEPARTMENT
FRONT OFFICE
REPORTS TO
ADM
JOB SUMMARY: Plan, direct and coordinate the activities of the computer room.
Oversee matters that borders on hotel security, communication and information.
1. Fashions out a model to ensure proper functionality of computer and computerrelated gadgets in the hotel
3. Must ensure that various communication and security gadgets in the computer
room are functional and optimally utilized.
4. Acts as a co-chief security officer of the hotel by virtue of monitoring the close
circuit cameras.
5. Maintain discipline in the computer room
6. Must have an eye for very minute details and report any suspicious movements
to the management
8. Ensure a constant flow of pleasant music from the computer room at a listening
level.
9. Must not leave the computer room at any time without a reliever in place.
10.
Monitor and operate the various satellite receivers, DSTV decoders, CTL
decoders and likes of them to ensure constant functionality.
11.
JOB DESCRIPTION
JOB TITLE
ACCOUNTS CLERK
DEPARTMENT
ACCOUNTS
REPORTS TO
ACCOUNTANT
JOB SUMMARY: Carries out the entry of accounting records and payments as
delegated by the accountant. Undertakes the daily internal auditing of revenue
generation outlets to ensure accountability.
1. Assist the accountant in receiving and receipting for all variety of payments and
other cash and cash-related transactions. Verifies and posts same to appropriate
accounts and issue receipts.
3. Assist the accountant in the preparation of cash receipts for bank deposits
4. Assist the accountant in the preparation of daily cash reports and balance the
cash drawer, reconciles cash - cheque and other methods of daily
payments and receipts, investigate and resolves any out of balance
5. Assist the accountant in the collation of data for the preparation of periodic
financial statements such as billings, budgets and cost reports.
6. Assist in the revision, calculation and processing of payroll / time sheets.
7. Assists the accountant in making financial forecast and projections based on the
various revenue yielding points and observed trends and come out with realistic
statistics, records or graphics.
8. Carries out periodic stock audit in conjunction with various departmental heads.
9. Assist the accountant in the preparation of a monthly receipt and payment
statement for possible audit by the appropriate authority.
10.
Carry out night audit if need be.
11.
JOB DESCRIPTION
JOB TITLE
CASHIER
DEPARTMENT
ACCOUNTS
REPORTS TO
ACCOUNTANT
JOB SUMMARY: Carries out cash collection and issuance if receipts to paying guests.
Undertakes the daily remittance of cash and cheques collected on behalf of the hotel.
1. Prepares bills for waiters to give guests in the food and beverage sector and
collects cash in return.
3. Gives out complete change to a guest who merits such after payment.
4. Accepts complete deposits from guests with an intention to be accommodated,
gives receipts in return.
5. Accepts any other deposit that has to do with provision of services by the hotel
to a group or an individual.
6. Makes refunds to guests on check-out and on unused deposit where applicable
and notes same accordingly.
7. Compiles a daily cash remittance summary which is submitted to the accounts
office at the end of the day.
8. Undertakes legal FOREX transactions in the front office only after due
consultation with the management.
9. Accept local or traveler cheques in accordance with house custom.
10.
Accept payments with credit cards e.g. VISA, crossed cheques with the
accounts department to ensure that every room occupied that night before tally
with the amount charged and paid. This however is after due consultation with
management and on the house policy.
11.
Keep records of cash payments.
12.
Issue receipts for all cash payments.
13.
JOB DESCRIPTION
JOB TITLE
RECEPTIONIST
DEPARTMENT
FRONT OFFICE
REPORTS TO
FRONT OFFICE SUPERVISOR
JOB SUMMARY: Execute all jobs done in the front office department and including
those that have to do with guest /visitors, reservations and general welfare and
comfort-ability of guests.
1. Ensures that the basic features of a diplomat, record keeper, information source
and psychologist are embodiments of ones personality
3. Maintain advance room reservation system wing either the bedroom book, the
conventional month to month system etc as adopted by the house.
4. Attends to advance reservation request by letters, telephones, personal calls,
fax, e-mail and through the internet.
5. Attend to chance / Walk In guests.
6. Attend to reservations.
7. Make advance preparation for the arrival of guests or groups.
8. Maintain an accurate daily reception chart.
9. Welcome and receive hotel guests cheerfully and politely.
10.
Ensure that guests are properly registered and introduced to their rooms.
11.
Introduce the guests to facilities available in the hotel and neighborhood.
12.
Handle messages for resident guests, non residents, staff and the hotel as
well.
13.
Attend to telephone calls promptly and politely.
14.
Maintain a record of guest accounts manually or mechanically depending
on the house custom.
15.
Operate front office equipment.
16.
Handle advance reservation
17.
Ensure security of hotel room key.
18.
Deal with room service if need be.
19.
Handle early morning calls and supply of newspapers if need be
20.
Give consciously-guided information including directions, otherwise, refer.
21.
Deal with enquiries in person or by telephone politely.
22.
Take appropriate steps in emergency.
23.
Receive and attend to outgoing calls: local, trunk and international.
24.
Prepare charges for telephone service and post to guest bill.
25.
Use telephone directories and give assistance to guests.
26.
Report telephone fault to management for repairs.
27.
Operate wake-up alarm system when requested for.
28.
JOB DESCRIPTION
JOB TITLE
PORTER
DEPARTMENT
FRONT OFFICE
REPORTS TO
FRONT OFFICE SUPERVISOR
JOB SUMMARY: Carries out basic supporting tasks in the front office to guarantee
general welfare and comfort-ability of guests.
1.
Doubles as a door man who opens the entrance door as guests go in and out
of the reception area.
3. With the aid of a porter trolley, assists in bringing in guests luggage and
properties on arrival.
4. Assists guest during check-in by taking them to their assigned rooms.
5. Activates all guest appliances in the room before return to the reception.
6. Ensures he contributes his minute quota to facilitate guests satisfaction.
7. Maintains a lint-free glass entrance door at all times.
8. Tidies the reception area and ensures its thorough cleanliness at all times.
9. Runs errands as may be sent by the front office staff.
10. Must have a high sense of recognition of guests by name and title.
11. Welcome and receive hotel guests cheerfully and politely.
12. Assist in introducing the guests to facilities available in the hotel and
neighborhood, when need be.
13. Assist by referring messages and enquiries for resident guests, non
residents, staff and the hotel to the receptionist.
14. Assist in ensuring security of hotel room key.
15. Take care of guest luggage.
16. Take appropriate steps in emergency.
JOB DESCRIPTION
JOB TITLE
STOREKEEPER / ASSISTANT
DEPARTMENT
ACCOUNTS
REPORTS TO
ACCOUNTANT
JOB SUMMARY: Carries out basic tasks that would ensure an orderly and efficiently
run food, beverage, stationeries, housekeeping, and general materials stores.
1.
Must adopt a hygienic habit that would ensure a high standard of tidiness and
cleanliness in the store and store-related areas.
3. Exhibit knowledge of how to handle, care for and organize the stock in his or
her charge
4. Possess a tidy mind and a sense of detail, a quick grasp of figures, clear
handwriting, and honesty.
5. Keep up-to-date price list of all commodities used in the hotel operational and
administrative activities.
6. Arrange proper storage space for all incoming foodstuffs, beverages,
housekeeping consumables and the likes of them.
7. Ensure that adequate and stipulated supply of all important hotel-utilized
consumables are always available.
8. Check that all orders are correctly made out, and dispatched in good time
9. Endeavor to check all incoming stores for quality, quantity and competitive
price.
10. Keep all delivery notes, invoices, credit notes, receipts and statements
efficiently filed for record purposes and accountability.
11. Keep and maintain a daily stores issue sheet.
12. Only issue out items from the store when it is duly authenticated by an
authorized signatory.
13. Must keep and maintain on a daily basis a set of bin `cards.
14. Must issue nothing without receiving a signed
document in return.
15. Check all stock at frequent intervals for optimal storage and future usability.
16. Strive to obtain the best value at the lowest buying price.
17. Must have knowledge of when which food items are in and out of season.
JOB DESCRIPTION
JOB TITLE
ROOM MAID/ BOY
DEPARTMENT
HOUSEKEEPING
REPORTS TO
HOUSEKEEPING SUPERVISOR
JOB SUMMARY: Carries out basic tasks that would ensure an orderly and efficiently
run food, beverage, stationeries, housekeeping, and general materials stores.
1. Put off all lights in the guest room, open windows, if necessary remove early
morning tea or breakfast tray.
3. Clean windows thoroughly with appropriate cleaning material, strip bed, mop
floor and put off the AC.
4. Empty ashtray, waste paper baskets and generally tidy room.
5. Use vacuum cleaner to clean rug in the guests room, remove carpet edges
where necessary.
6. Attend to WHB, fold towels, check for soap, tissue, shampoo and other necessary
toiletries.
7. Make bed, adjust window, dust all furniture and fittings and leave them lint-free.
8. Remove marks from paintwork and attend to mirrors, furniture and fittings,
including all edges, pictures, lights, telephone, TV and radio. Wiping, dusting
and polishing as necessary.
9. Refill folder, replacing cards and literature if at all marked, making sure that
Bible and telephone directories are conveniently placed.
10. Attend to bathroom: WHB, bath, WC. Wipe or dust all surfaces. Put out clean
towels, soap and toilet paper. Clean floor according to kind.
11. Use air freshener to prepare the room for guest arrival.
12. Handle guests laundry as well as hotel laundry.
13 Look for lost and found property, report same to the housekeeping supervisor.
14. Wipe out drawers, inside of wardrobe and check for coat hangers.
15. Inspect all facilities in the room and record in fault-record book information.
16. Help in transferring guest from one room to another where need be.
17. Take appropriate measures in emergency.
JOB DESCRIPTION
JOB TITLE
CLEANER / GARDENER
DEPARTMENT
HOUSEKEEPING
REPORTS TO
JOB SUMMARY: Carries out basic tasks that would ensure a clean and well tidied
environment, conveniences, well cultured floral gardens.
1.
2.
3.
4.
5.
6.
7.
8.
Take a daily walk round the premises to check for dirty spots which must be
attended to accordingly.
Rake and clear all dirts accordingly to the garbage can at the designated area
of collection.
Water and trim flowers when the need arises.
Clean all public areas and ensure a thoroughly clean environment.
Check the generator and attend to it by way of cleaning, filling-in of filtered
diesel, and general regulation if assigned to do so.
Report any faults to the housekeeping supervisor.
JOB DESCRIPTION
JOB TITLE
LAUNDR MAN / HEAD
DEPARTMENT
HOUSEKEEPING
REPORTS TO
JOB SUMMARY: To operate washing or dry cleaning machines. Using them to clean
commercial, industrial or household materials; such as sued, leather, and cloth
garments, furs, blankets, draperies, fine linen, rugs and carpets. To take care of hotel
linen as well.
1.
Take proper records of all items sent to the laundry for washing, dry cleaning,
pressing etc.
3. Ensure proper tagging, charge and prompt delivery of all items
4. Prepare a separate account book for the laundry department for all
consumables and cash receipts
5. Remit all cash receipts to the cashier office at the end of every shift
6. Take direct responsibility for all activities in the laundry and maintain a proper
work schedule
7. To operate / handle the washing and dry cleaning machines in a professional
manner
8. To press and give shape to articles using hand iron, remove wrinkles and stains
and handle delicate textiles, such as lace, rayon and slicks
9. Render valet service to in-house guests
10. Handle all food and beverage linen and employee uniforms
11. Handle all housekeeping linen in the likes of bed sheets, pillow covers,
blankets, duvets, window blinds etc, as the case may be.
12. Laundry head to ensure that all laundry consumables are constantly available
for use in the laundry.
13. Laundry head makes requisition for consumables to be used from the store.
JOB DESCRIPTION
JOB TITLE
SOUS CHEF
DEPARTMENT
F&B
REPORTS TO
CHEF
JOB SUMMARY: Assist the chef in planning, directing and coordinating the activities
of the kitchen and kitchen-related sections of the F & B department.
1.
Assists the chef to oversees the functional activities that take place in
the food preparation areas of pastry, ladder, kitchen store, continental and
national cooking spots.
3. Direct the preparation, seasoning and cooking of all food items in the kitchen
in the absence of the chef.
4. Ensure the proper and hygienic preservation of all food items
5. Maintain high safety and hygienic condition and standards in the kitchen
6. Assists the chef in planning and organizing the kitchen department for smooth
operations, service delivery and welfare of guests.
7. Report any irregularity with the food in the kitchen area to the chef.
8. Must be able to prepare for service both local and continental dishes for
service to the guest.
9. Assist in implementing the developed control measures that would assist in
the prevention of wastages and pilfering in the kitchen areas.
10. Organize requisition of requirements from the store for departmental use as
instructed by the chef.
11. Assist in ordering supplies and keeping proper records of food stocks and
accounts of sales in the restaurant via the docket system.
12. Ensure prompt and efficient delivery of food ordered for service in the service
areas.
13. Liaise with the chef on banquet activities via an already circulated function
sheet
14 Assist in maintaining discipline in the kitchen and kitchen-like areas.
15. Assist in overseeing the personal grooming of kitchen staff and ensures high
standard of cleanliness together with the practicable level of hygiene.
16. Assist the chef in training new staff on basic principles of kitchen hygiene, food
preparation, portioning and presentation.
It is pertinent to mention that you will be held responsible for non performance
or compliance with above and or any other assigned duties as the need arises .
JOB DESCRIPTION
JOB TITLE
COOKS
DEPARTMENT
F&B
REPORTS TO
CHEF
JOB SUMMARY: Under general supervision of the chef, to prepare, season and cook a
wide variety of dishes that are represented in breakfast, lunch, dinner or specialty
menus.
1.
Receive food ingredients and supplies from main kitchen and store as required
for daily operations
3. Review production schedule to determine food requirements including variety
and quantity of food for preparation and to assemble supplies and equipment
needed for daily cooking activities
4. Season and prepare a wide variety of food such as vegetables, fruits, meats,
soups, salads, and cereals in accordance with prescribed recipes.
5. Slice, grind, and cook meats and vegetables using a full range of cooking
methods; test food being cooked for quality
6. Prepare and bake simple pastries and rolls
7. Complete production sheets and other records as required
8. Maintain clean work areas, utensils and requirement
9. Cater for special events and out door catering (O.D.C.) as required
10. Attend to day to day problems and needs concerning equipment and food
supplies; detect and ensure disposition spoiled or unattractive food, defective
supplies / equipment, and / or other unusual conditions
11. Perform miscellaneous job-related duties as assigned
JOB DESCRIPTION
JOB TITLE
KITCHEN ASSISTANT
DEPARTMENT
F&B
REPORTS TO
CHEF
JOB SUMMARY: To wash and store properly all dishes, trays, eating utensils, cups and
small equipment for the kitchen. Ensure that the kitchen is kept in a clean, hygienic
and efficient condition at all times. Shall assist the cooks with preparation of minor
food items and breakfast orders.
1.
2.
To clean and sanitize china, glassware and flatware

3.
Stock clean dishes, cutlery and glasses in designated areas
4. Wash pots and pans
5. Empty kitchen garbage regularly
6. Clean, polish and bleach (where necessary) kitchen equipment
7. Assist in food preparation as per chefs instructions
8. Follow food safe procedures
9. Maintain a clean work environment
10. Assist the cooks and chef as necessary
11. Clean the kitchen floor regularly
12. Assist waiters in the discharge of their duties
JOB DESCRIPTION
JOB TITLE
BARMAN
DEPARTMENT
F&B
REPORTS TO
F&B SUPERVISOR
JOB SUMMARY: To serve drinks in the restaurant, bar, lounge and any area
designated for that purpose. Mix cocktails and shakes for service in the bar and
special occasions.
1.
Maintain a high standard of personal grooming and hygiene techniques

especially in the bar area i.e. keep the bar area clean and tidy.
4. Check and replenish bar supplies. Never allow to run dry.
5. Keep all glasses clean, transparent and well polished in advance.
6. Must be able to mix cocktails
7. Give fast and satisfying service.
8. Maintain good public relations
9. Submit bill and receive money for all sales and submit same to the cashier.
10. Clean and secure the bar at all times
11. Take appropriate stock and pass on to the F&B supervisor
12. Take appropriate action in emergencies.
13. Attend to customers complaints or refer.
14. Ensure the security of empties and glasses.
15. Report maintenance faults in your work area for rectification.
JOB DESCRIPTION
JOB TITLE
WAITER / WAITRESS
DEPARTMENT
F&B
REPORTS TO
F&B SUPERVISOR
JOB SUMMARY: To serve food and drinks in the restaurant, bar, lounge and any area
designated for that purpose. Carry out room service (waiters only) and specialty
services as the need arise
1.
2.
Take reservations for seats, food / drinks orders over the phone or in person.
3. Maintain a high standard of personal hygiene.
4. Prepare service table by lay-ups and side boards, polish cutlery and all
glassware.
5. Cheerfully receive guests and offer them seats.
6. Unfold napkin and serve water
7. Hand over menu and allow time for study. Stay handy and well focused for
questioning or explanation on menu.
8. Take orders from the guest via a docket (aperitif and food).
9. Give docket to the abouyer in the kitchen; follow up to ensure quick
preparation and dishing from the kitchen.
10. Observe diners to ensure that guests are satisfied with the food and service,
respond to additional requests and determine when the meal has been
completed
11. Stock, remove, and reset dishes and silverwares between courses and clean
and reset vacated tables. Present bills for all services rendered, remit cash
collected to the designated cashier.
12. Clear table after services and reset.
13. Handle customer complaints or refer to the F&B supervisor
14. Take appropriate action in emergency.
15. Maintain good public relations.

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HOTEL

Minimum Hotels and Standard Rooms

All Standard Hotels

Reprogrammable key card access, primary locking

Secondary locking device door guard

Do not disturb sign

Legal notice (per state and local government law) to

Safety and security instructions / and evacuation

One way 180 degree optical door viewer.

Notice advising guest to double lock door when not

DRESSING DESK TOP:

Guest folder (compendium) hotel quality: to

Airmail envelopes (VIP)

Note cards envelopes (luxury rooms / suites

Pen hotel quality

Note pad with hotel phone number

Telex message forms (if the hotel has a telex

Paging forms (where guests can be located:

Luggage stickers (optional)

Directory of guest service (in booklet, and placed

Post card (optional)

Room service menu

Door knob breakfast menu (at all times)

Guest service questionnaire (1 per page)

Live plant or fresh cut flower(s) in vase (luxury

Religious books (Islamic & Christianity)

Swim suit bag (optional) luxury rooms and suits

Coat hangers with paint bar

Coat hangers with skirt clip

Coat hangers padded (luxury rooms and suites

Tie rack (optional)

Plastic laundry bags with laundry and dry

cleaning slips / sheets

Extra pillow different fro kind on bed, in a large

Bathrobes (suites, executives and luxury rooms

BEDDING AND LINEN:

Bed with minimum finishes sizes:

King size 76 x 79 ins (193 x 200cm)

Queen size 60 x 79 ins (152 x 200cm)

Double size 53 x 79 ins (135 x 200cm)

Twin size 36 x 79 ins (197 x 200cm)

White or beige colour

Designer style (especially in luxury rooms and

Minimum sheet length 115 inches (292cm)

Sheets per bed

Sheets per bed (suites, executive and luxury

Coordinated bed spread per bed

Blanket per bed flame resistance

Mattress per bed

Pillows for double beds: minimum 2026ins

Pillows for twin beds: minimum 2026ins

Pillows for king bed: minimum 2026ins

Table, corrosion resistant. (these are for balcony

Chairs, upholstered with arms or comfortable for

Couch seat plus desk chair maybe substituted

Floor lamp (this eliminate sway lamps)

Table minimum table top surface 101889

BATH ROOM: (USE HOTEL QUALITY CRESTED BATH LINEN):

Bath mat minimum of 2034ins (50.836cm), 9.91bs (4.49kg)

Bath sheets minimum of 3060ins (76.20150.40cm), 18.01bs

Bath towels minimum of 2750ins (68.58127cm); 13.51lbs

Face towels minimum of 1313ins (33.0233.02cm); 1.316

Bath rug non slip