Hotel Checklists

Hotel
Training
Programme
Module One
Table of Contents
Front Office
Front Office Guidelines

Concierge Guidelines
Reservations Standards
Guest Service Standards
Front Office Morning Shift Checklist
Front Office Evening Shift Checklist
Front Office Night Shift Checklist
Room Rates Classification
Front Office Daily Control Sheet
Credit Card Authorization Form
Group Reservation Form
Monthly Rooms Forecast Report
6
12
15
20
22
24
26
28
30
31
32
33
House Keeping
35
House Keeping Guidelines

House Keeping Telephone Skills
Guidelines for Checking Rooms
Cleaning Guest Room
Cleaning Guest Bathroom
Bed making
Cleaning Checked Out Room
Cleaning Vacant Room
Second Service of Guest Room
Evening /Turn down Service
Public Area Cleaning
Spring Cleaning
Guest Room Amenities Checklist
Competitive Hotel Amenities Analysis
Guest Room Cleaning Checklist
Guest Room Inspection Checklist
Room Attendant Daily Report
Public Area Checklist
Deep Cleaning Checklist
House Keepers Checklist
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41
53
55
58
60
61
62
64
65
67
77
78
80
82
84
87
88
89
92
Food and Beverage
94
Buffet Service Guidelines

Banquet Service Guidelines
In Room Dining Guidelines
95
99
106
2
Mini Bar Guidelines

Restaurant Opening Checklist
Restaurant Closing Checklist
Bar Opening Checklist
Bar Closing Checklist
Breakfast Quality Standards
Light Meal Quality Standards
Lunch Quality Standards
Dinner Quality Standards
Drink Service Quality Standards
In Room Dining Quality Standards
Mini Bar Quality Standards
World Food and Beverage Standards
Banquet Checklist
Pre Meal Checklist
Service Staff Etiquette
Restaurant Reservation and Telephone Procedure
Steps of Service
Managers Opening Checklist
Managers Closing Checklist
Managers Shift Change Checklist
Banquet Manager Closing Checklist
Waiter Training Schedule
Waiter Induction Plan
Waiter Evaluation Report
Waiter Training Checklist
Waiter Side Works Checklist
Other
Kitchen Preparation Checklist
Kitchen Cleaning Checklist
Stewarding Closing Duties
New Hire Checklist
Orientation Checklist
Department Orientation Checklist
Employee Confirmation Review
Employee Performance Review
Employee Grooming Standards
Employee Uniform Standards
Telephone Handling and Standard Phrases
Employee Training Needs Analysis Form
Employee Training and Development Plan
Employee Discipline Policy
113
114
115
116
117
118
124
128
134
140
143
147
149
153
154
156
159
163
168
170
173
175
177
179
184
186
188
194
195
198
202
204
205
209
212
215
223
225
228
232
236
237
Employee Rewards and Recognition Programmes

Duty Manager Opening Checklist
Duty Manager Closing Checklist
Manager Time Management Checklist
Daily and Weekly Management Duties Checklist
Manager on Duty Report
Management Interview Form
Food and Beverage Controls Spot Check Report
Food and Beverage Cost Control Checklist
Hotel Cost Control Checklist
Hostess Closing Duties
Security Officer Checklist
Safety Inspection Checklist
Accident Investigation Report
Maintenance Tracking and Follow up Report
Purchasing Checklist
Receiving Checklist
Storage Checklist
Competitor Review
Competitive Rate Analysis
Company Account Profile
Credit Application Form
Pre Shift Meeting Checklist
Sales Call Report
Weekly Sales Report
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250
251
253
256
260
262
266
268
272
276
278
280
287
289
290
292
294
296
298
299
304
305
306
307
Front Office
FRONT OFFICE GUIDELINES
PHYSICAL SPACE
FRONT DESK
RESERVATIONS
DAILY ADMINISTRATION
GUEST ROOM
RESERVATIONS
To make arriving and departing guests feel comfortable and welcome and to ensure
that they are attended to by competent and well trained staff
Foyer/lobby is well lit, fresh and inviting

Air is fresh and clean
Temperature is regulated
Background noise is minimal
Floral statements in central location or by entrance
Seating available
No machinery visible
Desk between guest and employees minimal
Maximum 2 telephones visible
No paperwork visible
To offer friendly, knowledgeable, helpful and efficient assistance in making

reservations, while maximising revenues and ensuring accuracy of information.
Minimum one Reservation Clerk on duty between 9.00 am to 7.00 pm, or time most appropriate
for area of the world
Availability of room types constantly maintained and updated
Telephone to be answered within three rings

Greeting is clear and audible
Callers name used at least twice during all telephone calls

Room types explained fully and range of rates quoted
Reservations Sales Agent is positive and enthusiastic in describing rooms and hotel, not robotic
Amenity requests and special requests noted
Rates quoted from highest to lowest upselling opportunities taken
All facilities of the room are explained
Credit arrangements are confirmed
Transfer/transportation services are offered and the charges are explained
Caller is provided with confirmation number and offered written confirmation
All reservation information is accurately entered
GUEST HISTORY
Guest history is checked and referenced for repeat guests

All details of guest requests are recorded
All guests comments are recorded, actioned and maintained
CONFIRMATIONS
Written confirmations are sent out within same business day

All reservation details confirmed
Guest Profile form sent to first time guests (not to returning guests)
RECEPTION/
To make arriving and departing guests feel comfortable and welcome, and to ensure
that they are attended to by competent and well trained staff
CASHIERING
DAILY ADMINISTRATION
ARRIVING GUESTS
Minimum of one staff member to be present at the desk at all times

Telephone to be answered within three rings
Special requests and amenities noted for all arriving guests
Supplies of all hotel literature including tariff cards and banqueting information is available
Eye contact is immediately established with all arriving guests

A warm personalised greeting is offered as guests approach reception desk
Employees listen carefully to guest questions and instructions
Children are greeted individually
Guest name is used at all opportunities, a minimum of twice during an arrival introduction
Returning guests are recognised and acknowledged
Total registration time at desk lasts no more than 2 minutes (with reservation)
Departure date confirmed
If room is not ready arrangements are made for complimentary beverages
An accurate time for room to be ready is given, and adhered to
Credit card imprints taken or credit card information noted for new guests or if a returning guest's
credit card has expired
Guest name used frequently

Guest introduced/reminded of hotel facilities
Guest allowed to enter lift/room first
Welcome beverage offered- tea/coffee/or discretionary drink (soft drink)
All the facilities of the room explained
Pressing offered
Guest asked to complete registration form as required (if information is not on file)
Credit details checked and method of payment reconfirmed
GUEST HISTORY
All details of guest requests recorded

All guests comments are recorded, actioned and maintained
CASHIERING
TRANSACTIONS
All cashiering transactions recorded within one hour of receipt

Guest provided with full back-up on all transactions at anytime requested
Copy of current rates of exchange for major currencies available at desk when requested
Guest greeted by name and room number reconfirmed

Offer of assistance made for luggage collection and transportation
Hotel bill amounts not verbally announced
Guest provided with accurate preview bill at check out
Recent in-room bar or additional late charges added to bill
Return of guest room keys requested
Final bill presented in presentation folder
Total departure process last no more than 3 minutes (assuming no billing problems)
Guest asked about the enjoyment of stay in the hotel and thanked for staying
Inquiry of guest made to make a future reservation/offer alternative Hotel property
ROOMING GUESTS
DEPARTING GUESTS
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TELEPHONE
INCOMING CALLS
DO NOT DISTURB
GUEST MESSAGING
WAKE UP CALLS
To handle all calls sincerely, professionally, and accurately.
All calls answered within three rings

Calls answered in local language using most polite form of greeting
Hotel's name used in initial greeting
Guest or caller name used as appropriate
Calls for management/staff not screened
Background noise kept to minimum
Guest room numbers not revealed
Do not disturb available and implemented as requested

Call screening available to all guests
Guest call instructions followed
Messages taken professionally

Every effort made to locate guests when they receive an outside call
Offer to take message from a busy or unanswered call within 6 rings or 30 seconds
Alternative of written message or voice mail to be offered
All details of written messages to be reconfirmed back to caller
Message light lit within 5 minutes of receiving message
If written message, delivered to room within 10 minutes
Voicemail option offered as a message option
All details for wake up calls to be accurately recorded

Employee inquires if guest needs any additional assistance, i.e., breakfast order, pressing, shoe
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shines, etc.
Wake up call to be given on time (within five minutes of requested time)
Follow up call offered as appropriate
Details of local weather available
If no response to wake up, security informed within five minutes
FACSIMILES
Incoming facsimiles to be recorded, placed in envelope and delivered within 15 minutes

Outgoing facsimiles to be professionally presented and recorded
CALL CHARGES
Call charges for guests competitively priced

No charges posted for receiving facsimiles
Sending a facsimile charged at the normal telephone call rate
Complete record of numbers for executive managers and other key staff available
Full listing of emergency services and call out contractors available
Complete directory of important local listings available
List of qualified first aiders and emergency personnel available
Instructions/ information for the handling of emergency calls to be available
Emergency procedures processed monthly
EMERGENCY NUMBERS
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To provide guests with warm and friendly, personalised assistance and a pro-active
level of service.
CONCIERGE GUIDELINES
14
FRONT DOOR AND

DRIVEWAY, WHERE
APPLICABLE
PARKING, WHERE
APPLICABLE
Doorman provides eye contact with guest prior to car stopping

Car doors opened and guests receive warm personalised welcome, utilising their name whenever
possible
Guests offered clear directions to all areas of the hotel and to specific functions
Assistance with luggage and packages offered immediately
Doors opened for arriving and departing guests
Driveway area maintained in immaculate condition and free of litter
No excessive noise from whistles, horns or public address systems
Umbrellas available for guests and used when raining
Local maps available and directions known to local sites and amenities
Red carpet available for visiting VIP guests
Curbside neat and clean

Valet parking service available at all times
Employees offer warm personalized greeting within 30 seconds
Employees listen carefully for guest needs and instructions
Maximum retrieval time for cars is 5 minutes
Clear instructions given for reclaiming car
Car claim ticket with disclaimer issued for all cars
Cars returned to guest with seats, mirrors and radio in original position
Battery jumper cables available
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All luggage items counted and verified with guest

Items accurately recorded and entered in appropriate log books
Luggage items correctly tagged and marked
Luggage delivered for arriving guests within 10 minutes
Luggage carts stored out of sight
Departing guest luggage verified with guest before car departs
Employees offer personalised greeting to guests as they approach the desk and as guest pass by the
desk
Professional concierge (clefs d'or members if possible) to be available between 7 am and 10 pm
All guests requests are courteously accommodated
If guest request is not possible an alternative is suggested; Guest are never told no
Complete and helpful information provided without prompting by guest
Employees knowledgeable about local area directions and provide quality maps and instructions
Local and international newspapers available
Reading material available for guests waiting in the lobby
Full listings of all local restaurants, theatres and other service amenities to be available
Employees fully conversant with procedures for making airline and transportation arrangements
MAIL AND PACKAGES
All incoming mail and packages delivered within 15 minutes

Full packaging service for guest outgoing packages provided
TRANSPORTATION
All hotel cars maintained in an immaculate condition

Drivers fully conversant with local directions and sites
Guests offered cool towel prior to start of journey
LUGGAGE SERVICE
CONCIERGE SERVICE
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CARS PROVIDED WITH
Umbrellas
Daily newspapers
Tissues
Mobile phone for guest use
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RESERVATIONS STANDARDS
DATE AND TIME:
TAKING A RESERVATION
1 Was the telephone answered within 3 rings or 10 seconds?
2 Did the employee answer the phone with the appropriate

greeting (good morning/afternoon) and identify the
department?
3 If caller is put on hold did it not exceed 30 seconds?
4 Was the background free of any noise or disturbances?
5 Did employee confirm date in and date out?
6 Did employee offer information on full range of room types

within the category requested?
7 Did employee describe the difference between room types

(i.e. location, size, in room facilities)?
8 Did employee offer information on full range of applicable

rates?
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9 Did employee immediately check availability?
10 If dates unavailable, did employee offer alternative dates?
11 Did employee obtain guest's name?
12 Did employee confirm the spelling of guest's name (if

necessary)?
13 Did employee obtain guest's address?
14 Did employee obtain guest's telephone number?
15 Did employee obtain guest's fax number or e-mail address?
16 Did employee ascertain if it was a private or company

booking (city hotels only)?
17 Did employee clearly state room rate and what it included

(i.e. tax, service, meals etc)?
18 Did employee clarify guest's smoking preference for hotels

in excess of 100 rooms and in the case of a non smoking hotel
was this made clear during the reservation enquiry?
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19 Did employee ascertain expected time of arrival?
20 Did employee explain check in times?
21 Did employee ascertain if the guest required any transport

arrangements?
22 Did employee repeat and confirm all details of the

reservation during or at the end of the call?
23 Did employee offer reservation number or booking

reference/name?
24 Did employee thank the guest?
EMPLOYEE
25 Was the employee's speech clear and audible?
26 Did the employee have a good working knowledge of the

English language?
27 Was the employee polite, organized and helpful whilst

ascertaining information with regards to the reservation?
28 Did employee ascertain guest's name and use it at least
once during the conversation?
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29 Did employee offer his/her name for any future assistance

required at the end of the call?
ACCOUNTING
30 Did employee request advance deposit/guarantee in order

to secure the booking?
31 If a credit card was offered as a deposit, did the employee

repeat back the number?
32 Did employee explain cancellation policy?
CONFIRMATION
33 Did employee automatically offer to send a confirmation?
34 Was the confirmation received within 24 hours?
35 Were all details typed on company letterhead?
36 Was all information contained on confirmation correct?
37 Did confirmation promote in house food and beverage

facilities?
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38 Did confirmation explain cancellation charges?
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Guest Services Standards

General
Does the front desk have proper signage, so guests dont wait in the
wrong place?
Are the procedures for guests waiting in lines for check-in/check-out
frequently monitored and changed if necessary?
Are procedures established for receiving and processing of guests
who are members of special hotel guest programs or who are
destined for "special guest (VIP, Club Concierge, etc.)" floors or
sections?
Are hotel guest service hours (restaurants, pool, etc.) known by front
office staff?
Are procedures established for processing guest mail?
Are special procedures in place for processing guest express/special
delivery mail?
Are guest safety deposit box procedures established and
implemented?
Are affiliate (chain) current hotel directories available to the guests?
Do front office receptionists and cashiers have friendly, positive
attitudes?
Telephone (PBX)
Are phones answered promptly and courteously?
Do telephone operators have full knowledge of hotel services as well
as local
services, attractions, and points of interest?
Is an information directory maintained and accessible?
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Does the department provide for proper handling of messages taken:

for guests in the hotel?
for guest with reservations?
for meeting rooms?
and for rooms requesting no calls?
In manual systems, are time stamps used on messages, phone
charges, mail, and folios?
In manual systems, are message lights turned off promptly?
In automated systems, are unretrieved guest messages followed up
periodically?
Are procedures in place for wake-up calls?
Are telephones for the hearing impaired available (in compliance with
ADA audit):
guest rooms?
house phone?
public phone?
Do front desk office cashiers update local phone meters at check-out
in semiautomatic systems?
Are phone and operator service bills reviewed regularly for accuracy?
Is credit received from telephone company for disputed calls?
Are equipment rental charges checked periodically?
Are local and long distance carriers reviewed regularly for quality,
service, and pricing?
In an automated system, is there a system for recording and
reviewing phone charges for unoccupied or late check-out rooms?
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Front Office Morning Shift Checklist

Prepared By :
Date:
Arrive early for your shift. Go through the pre-shift meeting check list.
Prepare your Daily Log Report. Read Previous reports and initial.
Check Current Status.
Check out the expected arrival on screen and print.
Check for Pre-Registration.
Check for discrepancies in Guest Registration.
Check for expected departures.
Check the interfaces for the telephones and movies to see that they are
operational. Do a printout of charges and put in check-out drawer.
Record all wake-up calls on the master sheet at the front desk.
Call the guest after the system has printed the message. Be polite.
Count your cash ($000.00). Shortages are the clerks responsibility.
Turn the outside lights off.
Check incidental deposit to see which rooms have left an incidental
deposit.
Review Group Files for arrivals and departures and block any special
requests.
Do any specials, Credit Check Reports or V.I.P. requests.
Provide guest with all promotional information on check-out.
The Movie System is to be blocked when the guest has paid cash, Group
Arrivals and Special Request.
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Check-in procedure:
The Registration Card must be filled out in its entirety

(including vehicle information).
If a cash customer, Drivers License or other major I.D. must

be on the Registration Card.
If the customer is paying by credit card, be sure to put the

date, room number, your initials, authorization number and
amount you have authorized on the credit card form.
The guest must be clear on their room rate. The Registration

Card must be signed.
Post all charges to the Guests Folio. Leave the charges with the folio.
Upon check-out, have the guest sign the folio and keep one copy.
Ask that the keys be returned to the front desk upon check-out.
Complete the Housekeeper's Log of changes for any supplies leaving the
desk.
Be sure that Housekeeping is aware of which rooms have cots in them.
Be sure that Housekeeping is aware of any rooms which have Day Rate
check-ins.
Be sure that Housekeeping is aware of late departures or new check-ins.
Check all due out rooms and room discrepancies and process any
charges.
Do your deposit and put it in the safe (include all cash, credit cards,
direct bills).
Count the float in back safe if you have made a change during your shift.
Leave tape with Date, Initials & shift.
Complete the Daily Log listing all exceptional occurrences that happened
during the shift.
Notes:
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Front Office Evening Shift Checklist

Prepared By :
Date:
Arrive early for your shift. Go through the Pre-Shift Meeting check list.
Prepare your Daily Log Report. Read previous reports and initial.
Check out expected arrival on screen and print.
Check for pre-registration.
Check expected departures. Verify if guests still in the hotel are stay-over.
Prepare Discrepancy Report by comparing the Housekeeping report to
computer. Charge an additional day rate unless permission has been
granted for late check-out.
Check the interfaces for Telephone and Movies to see that they are
Verify completion of V.I.P. Form and Special Request.
Check-in Group Master Accounts.
Check incidental deposit to see which rooms have left an incidental
deposit.
Check the service codes to see if any special items are required for our
guests.
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Check-in procedure:
The Registration Card must be filled out in its entirety (including vehicle
information).
If a cash customer, Drivers License or other major I.D. must be on the

Registration Card.
If the customer is paying by credit card, be sure to put the date, room
number, your initials, authorization number and amount you have
authorized on the credit card form.
The guest must be clear on their room rate. The Registration Card must
be signed.
Post all charges to the Guests Folio. Leave the charges with the
folio.
Upon check-out, have the guest sign the folio and keep one copy.
Record all wake-up calls on the master sheet at the front desk.
Check that the outside lights are on at dusk.
Complete the Housekeeper's Log of changes for any supplies
leaving the desk.
Be sure that Housekeeping is aware of which rooms have cots in
them.
Complete the Housekeeper's Report of the Room Status. Double
check for blocked rooms.
Do your deposit and put it in the safe (include all cash, credit cards,
direct bills).
Count the float in back safe if you have made a change during your
shift. Leave tape with Date, Initials and shift.
Complete the Daily Log listing all exceptional occurrences that
happened during the shift.
Smile!!!!!
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Notes:
Front Office Night Shift Checklist

Prepared By:
Date:
Arrive early for your shift. Go through the Pre-Shift Meeting check list.
Prepare your Daily Log Report. Read previous reports and initial.
Check out expected arrival on screen and print.
Do a bucket check against your computer print out. Follow up any
discrepancies.
Check for pre-registration.
Check expected departures. Should be 0 before continuing.
Check the interfaces for the Telephone and Movies to see that they are
Post incoming functions to the board in the lobby. Change the date.
Check for incoming reservations. Allocate to rooms.
Any rooms checking in after your audit will be recorded on the new day
sheet. The computer must be adjusted to show NCI as occupied/dirty.
Also record the room numbers and times on the Housekeepers Report.
Prepare a wake call Sheet, a log of changes and a shag sheet for the
new day.
Check wake-up calls that have been entered onto the system against
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the telephone record sheet. Do a wake-up call audit from the telephone
system.
Leave the work area neat and organized.
Do your deposit and put it in the safe. Date for the new day.
Count the petty cash if you have made change during the shift.
Key audit to be done every night.
Complete the Daily Log listing all exceptional occurrences.
Notes:
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Room Rates Classification

Rack Rate:
The highest rate you believe you can sell a given room for on your
highest demand day. This can be done seasonally but in fact may
be a year long rate. Example, the rate in many hotel directories
would be shown as: January 1 to December 31st 2007, $69 to $159.
This is a rate for internal use only.
Walk-in Rate:
This rate can be above BAR. A walk-in guest does not have
perfect knowledge of what the market is charging. Example: BAR
+ 10%. In the winter, the walk-in rate may be below BAR.
Best Available Rate:

(BAR)
This becomes the Internet Rate. Transparency means that

Senior and Corporate rates disappear as these markets are now
booking the Best Available Rate on the internet.
BAR should be attached to the slowest selling room type of the
day. This may vary by season or by day of the week. For example,
in the winter, a smoking double may be your lowest demand room
from Sunday to Thursday but will be your highest demand room
on the weekend.
We then build other rates from the room type that BAR has been
attached. For example, an upgraded Club room can be BAR + $10.
Package Rates:
Rates where the value of the guest room is hidden by a package of

goods and services. You should obtain a rate higher than BAR.
Having at least two or three packages loaded is mandatory. (More
than 3 packages is to many).
Fenced Rates:
Fenced rates are a reservations department sales tool which

provides a series of options to the guest. The rate is unavailable to
guests if they do not accept certain restrictions. For example:
options may include a nonrefundable and non-cancelable
reservations with advanced purchase. It may also be restricted by
date. For example, weekend stay.
Negotiated Rates: These are rates that are hidden from the general pubic
AAA/CAA Rate:
This is a negotiated rate that is available to the public (however,

they have to be a member to obtain the discount. 10% off the rate
attached to a given room type. This rate will show up on sites such
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as Expedia as your lowest rate. Remember, the card must be

shown at check-in.
Preferred Corporate: These are rates negotiated by our sales department. We should be
trying for a rate that approximates BAR less 5%.
Government:
Submitted once a year by the month. Rate set within our

competitive set to drive occupancy when we need it and to reject
the business when we dont.
Group Tour/FIT
Rates negotiated by our sales department. The marketplace and

our desire to fill guest rooms will drive the rate. It should be noted
that Expedia and companies like them are now selling to this
market for major markets as they have been able to negotiate
better rates than the receptive.
Consortia:
Today, this rate represents Rack rate less 20%. However, this
business model is rapidly changing. The consortia do not want to
be seen as offering to their clients rates that are higher than those
being shown on the internet. As a result, they are asking
(demanding) that their rate be a fluctuating rate of BAR less 10%.
Merchant Rate:
To gain preferred status with sites such as Expedia, you may be

providing them with a discount of 25% from BAR. It is important
you understand inventory requirements etc. This would include
sites like Hotels.com, Travelocity etc.
Opaque Sites:
Priceline, Hotwire etc. These sites are designed to move excess

inventory.
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Front Office Daily Control Sheet

Date
Todays Date
Day
Instructions
GSR
Initials
Actual Information
Room Occupancy
_____
Arrivals
A.D.R.
_____
_____
Departures
Walk-ins
_____
_____
No-Shows
Other
_____
_____
4 PM/Cancellations
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Competition:
Weather:
Comments:
The top half of the Daily Control Sheet is to check for any rate, stay and room restrictions
when taking the reservation.
During the audit, use the bottom half of the Daily Control Sheet to record the important
statistics after the days business is over.
Credit Card Authorization Form

Date
I, _____________________________________ hereby authorize the use of my credit

card as the method of payment to cover the following charges as stated below:
Guest room and taxes only for each night. Individuals pay own incidentals
All Charges including guest room, applicable taxes, meals, phone charges,
and any other incidental charges for each night
All banquet room charges including food & beverage charges, where
applicable, for each day
Both banquet room charges, including food & beverage charges, where
applicable, for each day and guest room and applicable taxes only for each
night. Individual pay own incidentals.
Both banquet room charges, including food & beverage charges, where
applicable, for each day and all charges including guest room, applicable
taxes, meals, phone charges, and any other incidental charges for each night
Other. Please advise.
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For the reservations of
Confirmation #
Arriving on
Number of Nights
Type of Credit Card:
Visa
MasterCard
Discover JCB
American Express
Diners
Club/Enroute
Type and Credit Card Number
Expiry Date
Name of Cardholder
E-mail Address
Cardholder Signature
Cardholders Business Phone
Home Phone
Please Note: This Authorization Form is not valid without a photocopy of the front
and back of the credit card.
Group Reservations Form

Please complete, in full, for any small group reservations accepted at the Front Desk. One
copy must be distributed to the Sales Department and a second copy remains at the Front
Desk.
Group Name
Contact Name
Address
Title
City
Arrival Date
Province/State
Postal Code/Zip
Arrival Time
Departure Time
Confirmation Number
Number of Rooms:
Phone
Fax
Departure Date
Group Code
Rates:
Type:
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Single:
__________
Sports Team
Double:
__________
Wedding
Triple:
__________
Corporate/Convention
Other:
Quad:
__________
_______________________
Total # People:__________
Reserved By:
Individual (30 Day Cut-Off)
Rooming List (2 Weeks Prior)
4:00 P.M. or Guaranteed By Credit Card #: ______________________________ Expiry

Date: _______
Deposit Required
Due Date
(The standard deposit for a group is $100. All Sports Teams require a $ deposit which is held until after check-out to
ensure no damages. A $25 incidental deposit is required from all cash paying individuals who reserve on their own.)
Cots Required
Rate
Cribs Required
Comp Rooms (1 for every 15 paid)
Rate
Method of Payment
Special Requests:
Follow-up Required
Booked By
Date
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Monthly Rooms Forecast Report
Date Prepared
Month of
Last Yr Last Yr
Last Year
Last Yr
ROB
Actual Pick-Up ROB IT Pick-Up Total Occ
Day Date Group Group Group
IT
Occ %
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
Prepared By
Current Expected
Current Expected
Yr ROB Pick-Up Group
Year
Pick-Up
IT
Total Forecast Rooms
Group Group Forecast ROB IT
IT
Forecast Forecast Occ % Available
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25
26
27
28
29
30
31
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House Keeping
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To provide guests with sparkling cleanliness and thoughtful placement of amenities

and decorative touches throughout the hotel.
HOUSEKEEPING
GUIDELINES
DAILY PROCEDURES
GUEST ROOMS
Arrival list reviewed for Housekeeping requests

All guest requests recorded in guest history
Record is maintained of placement of items such as rollaway beds, extra pillows etc.
Telephone answered in a professional and responsive manner
Housekeeping service provided twice per day to all occupied rooms
Housekeeping service unobtrusive and provided when guest is out of room
All rooms and suites impeccably clean and well maintained

Rooms and suites free of dust, hair and smudges in both visible and hidden areas at all times
Air smells fresh and not perfumed with air fresheners
Temperature at an ambient level
Drapes open during daylight hours
Entry door features keyed lock with dead bolt indicator, viewing port, and emergency instructions
in accordance with local code requirements - Security chain or latch
Bed linen comprises of a duvet or triple sheets; (sheets and duvet cover are 100% cotton.)
Bed linen thread count of 165 threads per square inch
Patio/balcony, if applicable cleaned daily
40
41
TURN DOWN SERVICE
GUEST ROOM CONTENTS
BATHROOMS
BATHROOM AMENITIES
Provided to all occupied and arrival rooms

Bedspread removed and neatly stowed - not put directly on the floor
Bedsheets turned down and arranged with minimum of 4 pillows- king size down feather
All used towels replaced
Trash bins and ashtrays emptied and cleaned
Complimentary water with appropriate set up provided
TV remote control placed at bedside
TV cabinet opened
Breakfast doorknob menu placed in convenient location
Table top magazines in each room (and a selection of three magazines per suite)
Analogue modem and fax jack conveniently located in all rooms, if telephones available
Guest comment card visible in all rooms and suites
Note pad and pen/ pencil located at each telephone
Stationery box or folder containing minimum of 6 letterhead, envelopes, postcards
All bathroom sanitary fixtures are sparkling clean and sanitised daily
Good lighting at mirrors, appropriate to shaving and applying make-up
Drains and exhaust fan operate quietly
Hot water available within one minute/ hot water temperature is 115F/45C maximum
Flowers placed on the vanity unit in bathroom

Hand soap at each sink and bidet
Bath soap at each bathtub and shower
Bath gel at each bathtub
Moisturiser at sink area
42
Cotton balls at sink area

Shower cap near bath and shower ,Facial tissues in presentation box near sink
Spare toilet paper wrapped in decorative paper with ribbon
43
TOWELS PROVIDED
CLOSET CONTENTS
GUEST SERVICE
DIRECTORY
CONTENTS
Clean, soft, absorbent and in good condition

Towels 100% cotton, 550 grams per square metre
Four bath towels
Two hand towels
Two wash cloths
One bath mat, 800 grams per square metre
One bath rug
Two bath robes - on hook
All linen/terry not worn or snagged
Six wood suit hangers(non captive)

Six wood skirt hangers(non captive)
Three silk padded hangers(non captive)
Two fabric laundry bags - with laundry slips where appropriate
Tie rack
Shoe horn
Clothes brush
Welcome letter from Managing Director

List of all hotel services
In Room Dining menus including children's menu
Telephone and voicemail instructions
Written in the local language, English and the language of any country representing more than 25%
of the hotel guests
Directory of Hotel in all suites/rooms
44
ON DEMAND ITEMS
Foam pillows
Cotton blankets
Baby cribs
Roll away beds (non folding)
Adapters (electrical and telephone) and transformers
Bedboards
Ironing board and steam iron
Prayer mat
Exercise equipment
Hairdryer/ curling tongs/ rollers
Hair brush
Telephone jack converters
CD's/ Videos
US/UK Video Recorder
Heaters/ Humidifiers/ Fans
Facial Steamers
Greetings cards
Games console
Board games
Toiletries
Tights
Hair clips
Shoe polish
Cuff links
Collar stays
45
SHOE POLISHING
LAUNDRY
Service provided 24 hours a day
To provide professional laundry pressing and dry cleaning services on a timely basis
by a competent and fully trained staff.
46
ADMINISTRATION
LAUNDRY
DRY CLEANING
STAFF LAUNDRY
Laundry and dry cleaning returned same day by 6:00 pm

One hour pressing available between 7:00 am and 9:00 pm
Overnight pressing service available
Telephone answered in a professional and courteous manner
Employees are polite and professional

Laundry presented in attractive basket or box
Hanging laundry returned on good quality hangers in individual plastic bags
Broken or missing common buttons automatically replaced with matching buttons and minor
mending is automatically completed
Items are returned by quoted time
Items are returned well cleaned and pressed
Special handling completed as requested
All tags removed before returning to guests
All items inspected for quality of work before returning to guest
Dry cleaned suits returned in individual plastic bags with cleaning tags removed
All staff uniforms to be maintained in an immaculate condition

Seams and linings to be repaired as necessary
Buttons to be replaced when missing or broken
Heads of Department to be advised when uniform items are in need of replacement
47
Housekeeping Telephone Skills

Lesson
Function
Skill Focus
Structure
Phrases
Speaking
Alphabet
Telephone greeting
Listening
Spelling
(If the call is answered within 3

rings) Good morning/
afternoon/evening.
Housekeeping. ____ speaking.
How may I help you?
Telephone
language
1
Greeting on the
telephone
Contractions
(If the call is answered after 3

rings) Good morning/
afternoon/evening.
Housekeeping. ____ speaking.
Thank you for waiting. How may
I help you?
Dealing with
requests
Listening
Speaking
Count non
count nouns
Sorry, Sir. She is not in

now. Would you like me
to take a message?
Dealing with requests
How may I help you?
Your room number

please.
How many glasses do you

need?
How many towels do you

need?
Ill send someone up with

it/ them right away.
Ill send someone up to

fix it right away.
I will inform an engineer

and send them to your
room at once.
I will inform the Front

Desk at once.
48
Taking notes
from a
telephone
conversation
Listening
Speaking
Listening and
writing
names, and
numbers
Writing
Giving polite
explanations
Listening
Negatives
Speaking
Difficult
telephone calls.
Review of
telephone
language.
Listening
Speaking
Telephone
alphabet
I will inform the Service

Centre at once.
Thank you for calling.
Taking notes from a telephone

conversation
Hello. Id like 2 towels

and 3 bottles of water
please.
Your room number

please.
May I confirm your

request?
Giving polite explanations
Im sorry; your laundry

wont be ready until
tomorrow.
Im afraid we dont stock

margarita glasses.
Im sorry, we dont have

electric razors.
Difficult telephone calls
Im sorry the line is very

bad.
Could you speak up a

little, please?
Im sorry, I didnt catch

the date.
Im sorry I dont
understand.
Could you repeat that

please?
Could you please speak

slowly?
49
Your name again please?
Could you spell that for

me?
Did you say N for

November?
(Please see additional notes

for the telephone alphabet).
Could I have a contact

number for you please?
Could you repeat that,

please?
Greeting guests
6
Greeting guests
Listening
Asking guests
to wait
Reading
Good morning
Speaking
Good afternoon
Good evening
Just a moment please.
Sorry to have kept you

waiting.
Offering help.
Speaking
Pronunciation
Timing of
greetings
Politeness
Greeting
Offering help
May I help?
What can I do for you?
Is there anything I can

do for you?
I beg your pardon

(pardon me)?
Please let me know if

there is anything else I
can do for you.
50
Offering Help
Responding to
thank you.
What to do
when unable to
answer a
question
Review greeting
guests.
Listening
Speaking
Responding to
all guest
utterances
Excuse me. I locked my

key inside the room. Can
you open the door for
me?
Yes Sir. Could you tell me

your name please?
Jason Seaward.
One moment please.

(After checking with the
Front Desk)
Thank you for waiting.

(Opens the door)
Thank you.
There is something
wrong with the
Please dont worry. We

will have it fixed right
away.
Well send a repairman to

fix it at once.
Ill tell the Engineering

Department. Theyll
check it for you.
Ill check on it for you.
Well find the problem

and solve it as soon as
possible.
When guests say thank you

Response:
My pleasure.
Youre welcome.
My pleasure, Im happy
everything is
satisfactory.
51
Its no trouble at all.
Not at all. Its one of our

services.
Im happy I could help.
Please call me if you need

anything.
When unable to answer a

question
Im sorry. Im not sure.

Please go to the Front
Desk. They should be
able to help you.

Please go to the
Concierge. They should
be able to help you.
Making up the
room
9
When the guest

would like the
room made up.
Listening
Speaking
Making up the room
Housekeeping. May I
come in?
Good morning, Mr Scott.

May I make up your room
now?
Yes please.
Certainly, Sir.
Housekeeping. May I
come in?

May I replace your
towels?
Yes please.
Certainly, Sir.
52
10
11
When the guest

does not want
the room made
up.
Other situations
Listening
Housekeeping. May I
come in?

now?
No thank you.
Certainly, Sir.
Housekeeping. May I
come in?

now?
Please come back later.
Certainly, Sir.
May I vacuum the room

now? (If guest is on the
telephone).
No thank you.
Certainly, Sir. When

would be convenient for
you?
Excuse me, Sir. But I

havent finished. Shall I
continue?
Excuse me, Sir. Ill clean

your room as soon as Ive
finished this one.
Speaking
Listening
Vocabulary
Vocabulary (see list for more)

Linen, soiled linen, sheet,
pillowcase, towel, bathmats,
tablecloth, napkin, blanket,
mattress, mattress pad,
quilt (bedspread), stain, washer,
dryer, iron.
53
12
Review making
up the room
Any skills
needing
review
Any areas
needing
review
Listening
Polite
requests,
may I
Turn down
13
14
15
When a guests
wants the turn
down service
When a guest
does not want
the turn down
service
Turn down
further
requests.
Speaking
Listening
Speaking
Listening
Speaking
Polite
requests,
may I
Polite
requests,
may I
Turn down
Good evening, Sir and

madam. May I turn down
your bed now?
Please.
I hope Im not
disturbing you. Good
night.
Good night.
Good evening,
Sir/Madam. May I turn
down your bed now?
No thank you.
Thank you. Good night.
Good night.
Good evening, Sir and

madam. May I turn down
your bed now?
Please. But can you get

me a bottle of water
first?
Sure. Here it is.
I hope Im not
disturbing you. Good
night.
Good night.
If the bed is too hard, I

can put another cotton
quilt on the mattress.
54
16
Review of Turn
down
Listening
Speaking
Polite
requests,
may I
Laundry
17
18
19
Responding to
guest requests
about laundry
Responding to
guest requests
about laundry
Problems with
laundry
Listening
Speaking
Speaking
Listening
Listening for
specific
information
Listening for
specific
information
Laundry
How may I help you?
Your room number

please.
How long will it be?
Itll be ready tomorrow

morning.
Do they need pressing?
Ill send someone up

right away.
Housekeeping. May I pick

up your laundry?
Please fill out the form.
Excuse me. There should

be three shirts in your
bag but there are only
two.
There are two shirts in

your bag that arent
marked on your form.
The name in the list

should be the same as
the one when you
checked in.
Sir, we found a hole in

your trousers. Would you
like it have it sewn up?
Let me check our delivery

records. Ill call you back
shortly.
Speaking
55
Vocabulary (see vocabulary list

for more)
Clothing. For example, trousers,
pants, skirt etc.
Check. Fold, wash, dry, iron,
press.
20
Review
Any skills
needing
review
Any areas
needing
review
Listening
Prepositions
Speaking
Straight, turn
left/right,
opposite
Go straight, and then

turn left.
Giving
directions
inside the hotel
21
Giving
directions
inside the hotel
Giving directions inside the hotel

Excuse me, but wheres
the toilet?
Good afternoon. May I

help you?
Yes. Can you tell me

where the Fitness Centre
is?
Please take the elevator

to the third floor. The
Fitness Centre is at the
end of the corridor to the
left.
Thank you very much.
My pleasure.
Excuse me, wheres Caf

Marco?
Its on the third floor,

opposite the lift.
56
22
Giving
directions
inside the hotel
Listening
Prepositions
Speaking
Straight, turn
left/right,
Thank you.
Youre welcome.
Take the lift to the first

floor
Turn left/right.
Walk along the corridor.
Its on the left/right.
Go across/past/through
the lobby.
Its at the end of/ the

bottom of the corridor.
Its on the
ground/first/top floor
Opposite
Past, through,
at the end of,
at the bottom
of.
23
24
Review of
giving
directions
inside the hotel
Listening
Review of
giving
directions
inside the hotel
Listening
Prepositions
Prepositions
Prepositions
Giving directions outside the

hotel
Speaking
Speaking
Giving
directions
outside the
hotel
25
Giving
directions
outside the
hotel
Listening
Speaking
Its quite near here.
57
26
27
28
Giving
directions
outside the
hotel
Listening
Prepositions
Turn right/left outside

the hotel the hotel.
Walk towards the square.
Its on the other side of

the square.
Go straight along the

street.
You cant miss it.
Excuse me, but can you

tell me where the () is?
Go straight for 2 blocks.

Then turn right.
2 blocks straight. Then

turn right?
Thats right. Then one

more block. The () is
right there.
So its not far to walk?
Yes. Its only about 20

minutes walk. You cant
miss it.
Many thanks.
My pleasure.
Discuss local landmarks

and places of interest.
Speaking
Giving
directions
outside the
hotel
Listening
Review of
giving
directions
outside the
hotel
Listening
Prepositions
Speaking
Prepositions
Speaking
58
Review
29
30
Greeting guests
Listening
Asking guests
to wait
Reading
Good morning
Speaking
Good afternoon
Good evening
Just a moment please.
Sorry to have kept you

waiting.
Offering help.
Speaking
Pronunciation
Timing of
greetings
Politeness
Greeting
Offering help
May I help?
What can I do for you?
Is there anything I can

do for you?
I beg your pardon

(pardon me)?
Please let me know if

there is anything else I
can do for you.
Offering Help
Excuse me. I locked my

key inside the room. Can
you open the door for
me?
Yes Sir. Could you tell me

your name please?
Jason Seaward.
One moment please.

(After checking with the
Front Desk)
Thank you for waiting.

(Opens the door)
59

31
Responding to
thank you.
What to do
when unable to
answer a
question
Review greeting
guests.
Listening
Speaking
Responding to
all guest
utterances
Thank you.
When guests say thank you

Response:
My pleasure.
Youre welcome.
My pleasure, Im happy
everything is
satisfactory.
Its no trouble at all.
Not at all. Its one of our

services.
Im happy I could help.
When unable to answer a

question
32

Please go to the Front
Desk. They should be
able to help you.

Please go to the
Concierge. They should
be able to help you.
Assessment
60
Guidelines for Checking Rooms
Note what rooms must be checked so that you can try to

check all rooms in one area before moving on to the next one.
This will save time and energy.
Check VIP, early arrival and special request rooms first.
Record your inspection on the appropriate checklist, in case

these need to be referred to later.
Check the room in a logical manner, either according to your

checklist, or using the around the room approach to avoid
missing items or areas.
When checking, think of what the guest will see (behind closed
doors, ceilings when lying in the bath or the bed, marks on
mirrors, missing hooks when curtains are closed, underneath
soap dishes, outdoor or balcony areas).
Use as many of your senses as possible sight, touch or feel,

smell, hearing or sound.
Always carry air freshener with you.
Report problems, faults or shortages immediately, according to

your procedures.
Vacant ready rooms must be reported immediately, according

to your procedures.
Room attendants must report or log maintenance faults
identified while servicing rooms.

Inspections of completed rooms should log and record
61
maintenance faults.
Guest maintenance request cards should also be dealt with

promptly, and recorded or logged according to procedures.
Supervisors
or
housekeepers
should
always
follow
up
frequently to check that repairs have been done.
Maintenance requests can be recorded in maintenance log
books, on duplicate request forms, or on job cards.

Requests should contain the following information:
Date, room number or area, description of problem, who reported the
fault, time etc. The completed job should be dated and signed by the
relevant member of maintenance.
Housekeeping should always have access to copies of
maintenance requests so that they can follow up and check that
jobs have been completed.
Items or equipment sent externally for repair

should also be logged in the appropriate book or
document, so that you have records of where
equipment is, how long it will be out of service, etc.
Incomplete or unsatisfactory repairs should be reported back to
maintenance immediately, and the appropriate documents

completed.
Follow your procedures for dealing with unresolved maintenance
issues.
In some cases, external providers or contractors may be
responsible for repairing items. They should be contacted

immediately so that items can be returned for repairs.
Do not sign job cards or orders for incomplete work.
Report ongoing problems to your superior, according to

procedures.
62
Cleaning Guest Room

1) Before starting the cleaning, the room attendant should see the
status of all the rooms from the lot of rooms allocated to him.
2) The room attendant can prioritize rooms to be attended to first on
the basis of immediate needs; 'clean my rooms', and finally other
occupied rooms.
3) For occupied rooms, look whether the room has a 'do not disturb'
card on the door knob. If it does, then go to the room which does not.
4) Knock at the door firmly with the index finger knuckle announcing
clearly 'housekeeping'. When there is no answer, repeat the knock
after 10 seconds announcing you as before.
5) If there is, still no answer; open the door with the floor master key.
Push the door again; knock announcing inside the room
'housekeeping'.
6) When there is no reply and one is relatively sure that there is no one
in, open the door wide and keep it that way till the entire cleaning
cycle in the room is completed.
7) Switch off the room air-conditioner or heating. Draw all curtains and
open the windows for airing the room.
8) Remove soiled linen from beds and bath. Shake out the linen to
ensure that no guest articles are lost in the folds of the linen. Put the
soiled linen in the linen hamper/laundry bag provided on the chamber
maid's trolley.
8) Check for maintenance requirements and report the same to the
control desk and enter in the room check list.
10) Contact room service to remove used "trays and glasses.
63
11) Turn the mattress side-to-side on succeeding days followed by endto-end turning. Smooth out the mattress and air it.
12) If vacuum cleaning is not available, brush the carpet first to enable
the dust to settle while doing the next task.
13) Empty all ashtrays and waste paper baskets.
14) Pick up guest clothes and hang in the closet or place in the
wardrobe.
15) Clean the bathroom and replenish all the required supplies.
16) Collect all loose articles and magazines and other guest papers and
stack them neatly on the writing table.
17) Clean all surfaces in single circular motions with a dry cloth. Use a
hand dust pan to collect any unwanted matter on the surfaces without
lifting dust in the air. Ensure that all surfaces are spotlessly clean. Pay
special attention to nooks and corners especially those points that may
not obviously be visible to the guest eye.
18) Use a stiff upholstery brush or vacuum cleaner on upholstered
furniture arms, back and seats.
19) Replace, if necessary, stationery as prescribed by the management.
The number of items must exactly be as per standard.
20) Dust and replace each item on the dresser, bureaus and desks.
Special attention must be given to the display of publicity material as
prescribed by the management.
21) Clean lamp shades with a clean dry duster. Lift lamps and clean
under the base. Replace lamp if damaged and adjust the shade.
22) Disinfect the telephone in the room and the bathroom with Dettol.
Wipe balance of the telephone with a damp cloth. Then check phone for
the dial tone.
23) Clean mirrors with a dry cloth first and then with a damp newspaper
to make it sparkling.
24) Dust closet, shelves, hangers and rods. Brush the closet floor.
Supply new laundry bags and replace the missing hangers. Replace
drawers / shelves with paper liners, if required.
64
25) Dust both the sides of the room doors, head board, window sills,
inside and outside of the window rails, top of the radiators and airconditioning units.
26) Close the windows.
27) If vacuum cleaner is available then vacuuming of carpet should be
done at this stage, instead of brushing the carpet as mentioned earlier.
28) Arrange furniture properly, if necessary.
29) Switch on the air-conditioning or heating on the minimum
temperature for a departure room or at the same temperature the
guest has left for an occupied room.
30) Have a last look at the room referring to the check list for
completion of work and exit the room closing the door behind.
65
Cleaning Bathroom
1) Cleaning activity starts from the ceiling downwards to the floor.
Floors are cleaned from the wall farthest to the door to the exit.
2) Open all windows and exhaust vents.
3) Shake out all soiled bathroom linen, e.g. towels, bathmat, etc and
deposit in the linen hamper / laundry bag provided on the chamber
maid's trolley.
4) Collect the trash from all the ashtrays, sanitary bins, and waste
paper basket and deposit it into the garbage bag provided on the
chamber maid's trolley.
5) Clean the ceiling and air-conditioning vents for cobwebs
6) Wipe off light bulbs and shades with a dry cloth.
7) Wash the bathtub and surrounding tiles and wipe dry. Wipe the
shower curtain from both sides with a wet sponge and ensure that
all are free from any water marks.
8) Clean the mirror, (with a dry cloth then wipe using a wet folded
newspaper and then again with a dry cloth).
9) Scrub dry the areas surrounding the wash basin and the counter.
10) Scrub the toilet bowl and bidet using the special brush / Johnny
mop. Ensure that it is dry and spotless inside. Clean the seat, lid and
the outside of the toilet bowl and put a disinfectant solution inside.
66
BED MAKING
Bed making is the technique of preparing different types of bed to
make a guest comfortable or his/her position suitable for a particular
condition. Learning the proper procedure for making a bed helps to
ensure the guests comfort and sense of well-being. The bed is an
important part of the guests hotel environment.
Remove soiled sheets and pillow cases and shake out individually.
Check linens for dentures, hearing aids, jewelry, glasses, face
tissues, or anything else belonging to the guest before stripping the
bed.
Turn the mattress side-to-side on succeeding days followed by endto-end turning. Smooth out the mattress to air it out.
Shake out the mattress protector and relay it on the mattress.
Change the protector that is soiled or smelling.
Open out the fresh lower sheet evenly and puck it securely at the
head, foot and the sides.
Open out fresh top sheet and distribute it evenly over the lower bed
sheet. Ensure that the laundry creases are in the same line as the
inner sheet for even distribution. The sheet hem should be evenly
pulled up to the headboard. Tuck this sheet at the foot.
Open out the blanket and place it evenly on the top sheet using the
crease as described earlier for even distribution. Ensure that the
blanket labels are at the foot.
Pull the blanket 4 inches from the headboard.
Fold the top sheet, at the head of the bed over the blanket and fold
the sheet and blanket once again.
The blanket and the top sheet are together tucked uniformly on both
sides while the comers at the foot of the bed are neatly mitered.
Cover pillows with fresh pillow slips. Fluff the pillow and even out
pillow slips to look neat and tidy. Since pillow slips are larger than
the pillow the excess slip should be neatly folded downwards. The
67
side of the pillow which has the fold should be away from guest
view.
Cover completed bed with the bed spread / bed cover ensuring that
it is right side up and is falling evenly all around the bed. Keep extra
bed spread toward the headboard to crease in between the pillows
so as to make the bed look appealing.
The bed spread corners should be aesthetically done. Put spare
blankets in the upper most shelf of the wardrobe in case required by
the guest. Blankets are folded in such a manner that the hotel logo
appears on the top.
68
CLEANING CHECKED OUT ROOM

A check out is a room the guest has departed from; so there are
none of his belongings there and it has to be prepared to re-let
another guest.
1) The room has to be cleaned first before cleaning the bathroom
because the room attendant may take water from the bathroom
ending up in splashing of water resulting in re-cleaning the bath
room
2) First open the curtains, arrange neatly and adjust lighting.
3) Empty and clean ashtrays and waste bins.
4) Strip and make the bed, clean inside drawers and cupboards,
putting in correct supplies at the same time.
5) Dust and clean the furniture followed by mirrors and pictures
cleaning.
6) Put all the correct supplies, clean the mini fridge from inside and
outside.
7) Remove any stains on the carpet and/or walls, or windows.
8) Vacuum clean the carpet and arrange furniture correctly. The
bathroom cleaning procedure is the same as explained in section
CLEANING VACANT ROOM

69
Rooms must be cleaned each and every day even if it is vacant. Day
to day care encourage high standard of work. It allows the time
allocated for special cleaning to be spent out to full advantage.
1) Leave the front door open; make work sign "no" on the door.
2) Place the trolley standing in corridor outside the room to be
serviced.
3) Ventilate the room. Open all the doors and windows.
4) Switch off the air conditioner or heating system
5) Remove soiled linen, used crockery and any other rubbish.
6) Airing of bed and making it.
7) Dusting the furniture.
8) Disinfect the telephone mouthpiece, check for dial tone.
9) Clean the carpets and dusts on the surroundings.
10) Cleaning of furnishing arrangements and appearance of the
room.
11) Switch on the bathroom light, dry the floor if wet, wipe down the
walls, windows with dry dusters, occasionally damp duster is also
used.
12) Use detergent for cleaning wash basin and dirty surfaces.
13) Check for plumbing faults like leakage, faulty flushes, and
electrical faults and exposed wires.
14) Replace bath linen and also complimentary items namely toilet
soap, shampoo.
15) While working around the room checks for damages to the
furniture's, walls, windows and other fittings.
16) Replace the complimentary items like match boxes, stationers,
etc.
17) After final check up draw the curtains place the DND card on the
outside knob of the door
18) Vacuum the floor finish at the door.
70
19) Give a final check and remove the sign "no".
SECOND SERVICE
71
Second service is normally carried out in an occupied room at any

time in a day if the guest requests to clean the room again. Only
light cleaning is done in such cases. Sometimes, guest has a
meeting or a get together functions etc. in the room and he wants
his room to be cleaned after the so-called function is over. The
second service method is as follows:
1) Remove empty bottles and other room service equipment from
the room.
2) Pick rubbish from the floor.
3) Arrange the furniture as required.
4) Dust the room where ever necessary.
5) Check the bathroom floor, make it dry, if needed. Flush the toilet
bowl and dry the area around the sink.
6) Use air freshener, if required.
7) Replace toilet soap, paper & linen, if necessary.
8) Replenish room stationary, if necessary.
9) Replace water tumblers and refill the water flask with fresh water,
if necessary.
EVENING / TURN DOWN SERVICE

In hotels, normally the bulk of room cleaning should have been done
in the morning shift. The exception would be rooms 'with the 'do not
disturb' sign. Some rooms are occupied by late night / early morning
arrivals by international flights. All rooms therefore require an
evening service which mostly, involves preparing the room for the
72
guest to sleep comfortable for the night and it should be done prior
to the guest retiring for the night. In this service, the bed is made for
night, the room is cleared and soiled bath linen is replaced.
1) Knock at the door and enter the room as per the procedure
mentioned earlier.
2) Switch on the lights and ensure that all the light fixtures are
working.
3) Draw the heavy curtains.
4) Hang guest clothes if lying around.
5) Take off the bedcover, fold neatly and store in the wardrobe,
either in the topmost shelf for in the lowermost shelf
6) Fold one corner of the blanket to enable the guest to slide in to
the bed.
7) Place the breakfast knob order card along with a chocolate /
cookies / sweet as prescribed by the management on the pillow.
8) Remove soiled glasses and bottles if any. Replenish fresh glasses
and fill in the water flask with drinking water.
9) Empty and clean ashtrays and waste paper baskets.
10) Replace soiled linen - bed and bath if required.
11) Replenish missing toiletries and other supplies.
12) Set climate control as directed.
13) Turn out all the lights except the night lamp/ passage light as
prescribed by the management.
14) Before leaving the room, give a final glance then lock the door
properly, and proceed to the next room.
73
Public Area Cleaning

Clean Hallways and Stairways
Hallways and stairways are cleaned daily
Deep cleaning tasks (e.g., cleaning carpets, etc.) are performed on
scheduled basis.
1. High dust (e.g., ceiling, walls, door vents, etc.) on regular basis
according to property policy and procedures.
74
2. Dust all horizontal surfaces.

3. Dust all light fixtures and replace or report burned out lights.
4. Clean and empty ashtrays and ash urns.
5. Pick up trash and empty trash cans.
6. Sanitize telephones.
7. Clean (e.g., vacuum, dust mop, damp mop, etc.) floor.
8. Perform required floor maintenance on scheduled basis.
9. Clean baseboards beginning at one point in hallway and work down
one side of hallway and back to starting point.
10. Wipe away smudges and marks on walls and doors.
11. Note conditions of emergency exit lights and report any damage or
problems to supervisor.
12. Clean front and back of exit door and check to see that it properly
opens and closes.
13. Clean fire extinguisher cabinets and other fixtures.
14. Report any damage to supervisor
15. Spot clean carpets as needed.
Cleaning Public Restrooms

Public restrooms are cleaned twice daily, once in morning and once in
evening.
Frequency of cleaning may vary depending on customer usage and
property policy
and procedures.
PERFORMANCE ELEMENTS
1. Check to see that bathroom is vacant. Knock on door first and
announce
Housekeeping, and wait for response. After three announcements, it
is assumed
safe to enter.
75
2. Prop door open when entering, and place an approved floor sign at
entrance.
3. Flush toilets and urinals and apply appropriate cleaner/sanitizer
before attending to other tasks.
4. Empty trash containers, sanitize and reline with new bags.
5. Wipe down mirrors with cleaning solution leaving mirror free of
streaks.
6. Empty and clean out ashtrays, urns and individual stall units.
7. Clean basins, checking drain traps for hair and debris.
8. Clean counter tops, checking for stains and damage.
9. Wipe fixtures with cleaning/sanitizing solution and damp rag and
then polish bright work.
10. Wipe dry sinks and surrounding countertops and then polish.
11. Clean toilets and urinals using bowl brush and clean rag for each
fixture.
12. Wipe and polish handles on toilets and urinals.
13. Clean partitions using spray bottle containing cleaning/sanitizing
solution and a damp cloth or sponge.
14. Wipe down wall with appropriate cleaning solutions depending on
type of surface. Remove any graffiti.
15. Restock dispensers for toilet seat covers, toilet paper, tissue, paper
towels, and soap.
16. Wipe and polish dispensers to remove any surface marks or
smudges.
17. Sweep all exposed floor areas and baseboards.
18. Reassemble all cleaning supplies and return to cart.
19. Mop floor using clean warm water and an appropriate amount of
cleaning/sanitizing solution.
76
20. Rinse floor, wringing out mop frequently.

21. Give one final visual check before leaving.
22. Move floor warning sign when floor is dry.
23. Report to maintenance any conditions that need attention.
areas
Clean Front Office and Lobby
Front office and lobby are cleaned daily.

Deep cleaning tasks (e.g., carpet shampooing, tile care, stone surface
maintenance, etc.) are performed on scheduled basis.
1. Complete high, middle and lower dusting requirements.
2. Clean and empty ashtrays and ash urns.
3. Pick up trash and empty and sanitize trash cans.
4. Clean and sanitize telephones.
5. Clean and polish water fountains.
6. Vacuum carpets and spot-clean.
7. Vacuum upholstered furniture.
8. Clean/sanitize handrails.
9. Set up wet floor signs prior to mopping floors.
10. Dust mop/damp mop hard surface floors.
11. Clean hard surface floors. Refinish floors on regular basis according
to PM
Schedule.
12. Clean mirrors and glass table tops.
13. Spot clean carpets and upholstered furniture as needed.
77
14. Step out of way if guests approach; greet guests.
Clean Elevators and Escalators

Elevators are cleaned daily and monitored throughout day for debris,
etc.
1. Take elevator/escalator out of service and set up signage.
2. Clean elevator.
a. Dust ceiling and lights. Note burned-out light bulbs.
b. Dust all surfaces with dust cloth or damp cloth followed by clean, dry
cloth.
Work from top to bottom.
c. Clean insides of elevator doors.
d. Remove gum and tar from elevator floor, and remove spots from
carpet.
e. Vacuum carpeted elevators.
f. Clean floors in elevators using dust mop, vacuum and/or attachments
and
damp mop.
g. Clean door tracks with vacuum crevice tools or small toy broom.
Polish
periodically with steel wool.
3. Clean escalator.
a. Dust all surfaces, including sides, with dust cloth or damp cloth
followed by
clean, dry cloth.
b. Remove gum and tar from escalator.
c. Wipe handrails of escalator with wet sterilized cloth.
78
d. Use special equipment to clean and polish treads when provided by

property.
4. Place all cleaning supplies back on cart.
5. Place elevator/escalator back in service.
6. Close door and clean outside of door; spot clean wall near elevator
request button.
7. Report any burned out bulbs, etc., to maintenance.
Cleaning Food and Beverage outlets

Food and beverage outlets are cleaned daily.
Stripping and refinishing of floors and extraction of carpets are
performed on scheduled basis or as needed.
Carpet is spotted daily.
1. Prepare room for cleaning by turning on lights, opening window
treatments, and posting proper signage.
2. Pick up trash, empty and sanitize trash cans.
3. Clean seats, table legs and chair rails. Spot seats as needed.
4. Clean table bases.
5. Sweep edges of carpets and hard floors.
6. Dust furniture and fixtures and clean glass surfaces.
7. Remove food residue and spills from carpets.
8. Move chairs away from table. Spot and vacuum carpets. Clean hard
floors.
9. Clean window treatments, light fixtures and other pieces of furniture
paying close attention to small grooves and other places where dust
collects.
10. Follow carpet care schedule.
79
11. Report/replace burned-out light bulbs and report maintenance

problems to appropriate personnel.
Clean Banquet and Meeting Rooms

Banquet and meeting rooms are cleaned and straightened according to
property policy and procedures.
All banquet and meeting rooms are cleaned immediately after function.
ERFORMANCE ELEMENTS
1. Spot-clean walls.
2. Wipe windowsills where applicable.
3. Clean light fixtures and replace burned-out bulbs according to
property policy and procedures.
4. Dust and polish furniture. Spot-clean upholstery as needed.
6. Clean hard floor surfaces.
7. Move chairs away from tables and vacuum carpeted area; spot-clean
as needed.
8. Gather cleaning supplies.
9. Perform final inspection according to property policy and procedures
before exiting room.
43
Banquet and meeting rooms are clean and ready for next meal or
function.
44
CLEAN EXERCISE AND
80
Clean Whirlpool, Sauna and

Swimming Areas
Swimming pool and exercise areas are neat, clean and free of wet
towels and soiled
linen.
Clean towels and linens are available.
Swimming pool and exercise areas are cleaned once or more daily
depending on
use.
1. Collect wet towels and soiled linen.
2. Empty and clean ashtrays.
3. Empty and clean trash receptacles and replace liners.
4. Clean glass areas.
5. Clean wall areas.
6. Sweep and mop hard floor surfaces.
7. Clean and straighten lounge furniture.
8. Restock towels and linen.
9. Vacuum carpeted areas.
10. Report to supervisor any unsafe or damaged conditions.
Cleaning administrative offices

Administrative offices are cleaned according to property policy and
procedures.
Skill is performed on daily basis.
Some cleaning tasks (e.g., window cleaning) are performed on weekly
or monthly
basis and/or as needed.
81
Nightly cleaning varies depending on size and number of offices.

1. Knock before entering the office and pick up debris and empty trash
cans and
ashtrays.
2. Spot-clean wall areas.
3. Clean windows and window treatments according to property policy
and procedures.
4. Dust furniture.
6. Arrange furniture but avoid moving or rearranging any items on
desks or
work surfaces.
7. Sweep or vacuum floor.
8. Gather all cleaning supplies and exit office, closing door and
checking to make
certain it is locked.
9. Clean door hardware and surrounding area.
10. Check and report any burned-out light bulbs to appropriate
personnel.
Clean Other Areas

Employee areas are free of dirt, grime and dust.
Employee areas are cleaned daily with deep/rotational cleaning tasks
(e.g., steam
Extraction of carpet soil, stripping and refinishing of floors) performed
on a
Scheduled basis.
82
1. Clean elevator.
a. Take elevator out of service post appropriate signage.
b. Sweep and damp mop elevator.
c. Place elevator back in service.
2. Clean service corridor.
a. Pick up debris and empty trash.
b. Clean corridor floor.
3. Clean employee dining room by picking up debris and straightening
contents.
a. Remove food residue and spills.
b. Move chairs away from table.
c. Clean floors.
4. Clean and sanitize employee restroom.
a. Check to see if restroom is vacant. Knock on door first and announce
Housekeeping, and wait for response. After three announcements,
assume
it is safe to enter.
b. Prop restroom door open when entering and place an approved floor
sign at
entrance.
c. Apply appropriate cleaner to toilets and urinals before attending to
other tasks.
d. Pick up any debris and empty trash cans.
e. Wipe down mirror with cleaning solution and dry, leaving it free of
streaks.
f. Clean and sanitize basin and countertops using a sanitizing solution.
g. Restock and clean dispensers.
h. Clean and sanitize toilets and urinals using bowl brush, and polish
bright work.
i. Clean and sanitize handles on toilets and urinals.
j. Clean and sanitize all exposed floor areas and baseboards.
k. Reassemble all cleaning supplies and return to cart.
l. Remove wet floor warning sign when floor is dry.
5. Clean general storage area.
a. Prop open door to storage area to be cleaned.
b. Pick up debris and trash.
c. Clean exposed floor in storage area.
83
d. Close and lock storage area door.

6. Clean back of house floors as needed.
Clean housekeeping areas

Housekeeping areas are cleaned according to property policy and
procedures.
Cleaning housekeeping areas is performed on daily basis.
1. Clean linen and uniform area.
a. Organize linens/uniforms.
b. Clean linen room floor.
c. Dust any furniture and shelving in linen room.
2. Position housekeeping carts for ease in restocking.
3. Clean housekeeping storage area floors as needed.
PERFORMANCE ASSESSMENT CRITERIA
SPRING CLEANING
Spring cleaning removes the dust and dirt that accumulates from
everyday wear and tear and attends to cleaning needs identified
during a guestroom inspection. It includes activities such as turning
mattresses, wiping down walls and baseboards and washing
windows and casements. The dirty-dozen can also be perfectly
cleaned.
Routine cleaning can maintain a guestroom's fresh and spotless
appearance for a period of time. But after a while, a room will need
deep cleaning. In some properties, deep cleaning is done by room
attendants on special project basis; others use teams in which each
employee does a particular deep cleaning task.
Spring cleaning tasks

84
1) Flipping and rotating mattresses.

2) Shampooing carpets.
3) Removing soil and stains from wall coverings and baseboards.
4) Washing windows, casements, and shades.
5) Dusting high and hard to reach areas.
6) Cleaning vents and fans.
7) Vacuuming under furniture that requires heavy moving.
8) Cleaning and vacuuming drapes. Cleaning carpet edges.
9) Washing sheer curtains.
10) Washing lampshades

__________________
Date
Inspected By
Item
Dresser Top:
1 Guest Service Directory
1 Room Service Menu
1 Guest Comment Card
Dresser/Drawer:
1 Bible (night table)
Clothes Closet:
8 hangers
8 hangers with skirt clips
Room Number

Room Type
Delux Busin Suite
Item
e
Room Type
Delux Busin Suite
e
1 World Wide Directory

1 Do Not Disturb Sign
1 Collateral Holder
1 pocket folder holding:

3 envelopes, 4 sheets of stationery
2 laundry bags and laundry slip
85
General:
1 ice bucket & lid
1 waste basket
3 ashtrays, smoking rooms
Equipment & Supplies:
Bathroom:
1 oz. soap bar
1 oz. exfoliating bar
1 1 oz. conditioner
1 1 oz. shampoo
1 shoe mitt
1 mouthwash
1 lotion
1 soap dish
Miscellaneous:
1 coffee maker
1 filter pack Colombian coffee
1 filter pack Colombian decaf.
coffee
2 tea bags
4 coffeemate
4 sugar substitute
Kitchenette
Dish Rack and stand
Dish Soap
Flatware Caddy
Oneida Flatware
6 Dinner Knife
6 Dinner Fork
6 Tea Spoon
6 Dessert/Soup Spoon
6 Dessert/Soup Spoon
Microwave Oven
1 memo pad with one pen

4 glass tumblers with caps
1 telephone book
4 bath towels
4 bath towels, oversize
4 hand towels
3 face cloths (4 in double doubles)
1 bath mat
1 bath robe per person (max. 2 per
room)
1 sewing kit
1 presentation tray
Mini Bar
Iron
Ironing Board
Pant Presser
Royal Doulton Dishes:

6 Dinner Plates
6 Soup/Salad Plates
6 Bread Plates
6 Cups and Saucers
Glassware
6 Beer Glasses
6 Wine Glasses
6 Tumblers
Refrigerator
86
Competitive Hotel Amenities Analysis

Hotel
General Property
Information
# of Rooms
# of Suites
# of Floors
# of Sales Personnel
Ratings
AAA Rating?
Mobil Rating?
Other Rating?
Transportation
Free Airport Shuttle?
Free Area Transportation
General Property Features
Elevator?
Electronic Locks?
Interior Corridor?
Free Newspaper?
87
Free Deluxe Continental

Breakfast?
Free Local Telephone Calls?
Meeting/Board Rooms?
Satisfaction Guarantee?
Free Long Distance Access?
Guest Laundry?
Interac Available?
Recreation
Fitness Centre?
Whirlpool?
Sauna?
Indoor Pool?
Outdoor Pool?
Other?
Business Centre
Free High Speed Internet
Access?
Business Centre?
Free Fax?
Free Copier?
Free PC Use?
Free Printer?
In Room Features
Free High Speed Internet
Access?
H.S.I.A. Wired or Wireless?
Hairdryer?
Two Phone Lines in Room?
Speakerphone?
Wireless Telephone?
Free Water Bottle?
Voicemail?
Coffee Maker in-room?
Iron/Ironing Board in-room?
Safe in-room?
Microwave in-room?
Refrigerator in-room?
Clock/Radio/DVD Player in-
88
room?
Large, well lit desk in-room?
Flat Screen Colour TV (Size)?
Cable Service?
Free Movies/Games?
Sport Channel?
Pets?
On-Site Food & Beverage
Restaurant?
Breakfast?
Lunch?
Dinner?
Room Service?
Open 24 Hours?
Lounge?
Games Room?
Guest Room Cleaning Checklist

Date
Inspected By
Room Number
Guest Room Checklist
89
Item
Yes
No
Item
Yes
Door lock works properl
Mattress firm turned regularly
Door opens easily & quietly
Bedspreads free of rips & stains
Light switches work properly
Upholstery clean & in good condition
Windows open & close properly
Furniture scratched or stained
Window glass clean
Walls clean & free of cobwebs
Window glass free of cracks
Walls scratched or nicked
Drapes straight & working properly
Luggage racks in good condition
Controls for air conditioning/heat work properly
Pictures and mirrors straight
Air conditioning filters clean
Furniture drawers slide easily
Lamps work
Telephone working
Wall lights work
Clean ashtrays & matches
Lamp shades clean & straight
Mattress pads clean & free of stains
Beds correctly made
Light bulbs with proper wattage
Bedspreads straight
Minimum of 6 hangers (3 suit, 3 dress)
Fluffed/Even pillows
Drapes partially closed
No
Rate cards posted

Item
Yes
No Item
Yes
No
Item
Desk tops
Mirrors
Lamps & shades
Dresser Tops
Rim of baseboard
Light bulbs
Table Tops
All drawers
Window cornice
Headboards
Closet shelves
Window frame
Chairs
Closet rods
Corners
Picture Frames
Telephone
Window sills
Yes
Bathroom Checklist
Item
Yes
No
Item
Yes
No
Item
Clean toilet seat (both sides)
Shower curtain clean
Faucets leaking
Underside of lavatory clean
Pop up stopper clean
Broken Tile
Shower rod in good condition
Water spots on tile
Toilet seat firm
Commode clean under rim
Tub grouting missing
Fixtures firm
Commode flushes properly
Tub grouting clean
Chrome sparkling
Bathroom free of odours
Supply of towels
Yes No
90
No
Guest Room Amenities

Item
Room Club Item
Credenza
1 Guest Directory
1 Brand Report Card
1 Brand World Wide Directory
1 Laundry bag & laundry slip
Night Table/Desk
1 Bible (night table)
1 Pocket Folder w 3 envelopes/3 stationery
1 am/fm clock radio
Closet
3 hangers + 3 hangers w skirt clips
General
1 ice bucket & poly liner
1 waste basket
3 ashtrays in guest room (smoking only)
1 memo pad with pen
Room Club
Bathroom
1 frosted oval display tray
2 bars Brand facial soap, 1.25 oz
1 bottle Brand shampoo, 22ml
3 bath towels (four in double, doubles)
3 hand towels (four in double, doubles)
3 face cloths (four in double, doubles)
1 bath mat
Hairdryer
Miscellaneous
1 coffee maker
1 filter pack Colombian coffee or
1 filter pack Colombian decaffeinated
1 tea bags
1 condiment package
1 Iron
3 wrapped glasses
1 Ironing Board
1 telephone book
1 refrigerator
2 coffee cups, porcelain
Guest Room Settings:

Room:
Lights
Off
H.V.A.C.
Set at 18C or 70F
Heating
Set at 18C or 70F
Television
Off
Windows
Closed
Drapes
Closed
Sink Faucet
Off
Shower Head
Drain Plugs
Open
Toilet Seat Lid
Down
Shower Curtain
Centered Inside Tub
Bathroom Door
Open
Drapes
Closed
Tub Faucet
Off
Light
Off
Bathroom:
Point Towards Wall
91
Guest Room Inspection Checklist
Date
Inspected By
Room Number
Guest Room Inspection Check List

Item
Item
1.Entrance Door
Check door handles and locks to be sure they
are working properly.
The provincial hotel laws, room rate sheet

should be posted on back of door.
Check to see that room numbers are intact.
Make sure that the "Do Not Disturb" card is on

the inside door knob.
Door should be free of smudges and scratches.

2.Drapes
Drapes are closed, all hooks in place.
Check drapes for smooth pulling action.
Drapes should be inspected inside and out for

stains and damage.
3.Beds
Beds should be uniformly made so that spreads
are even in appearance, pillows are the same
size.
Lift the spread to make sure the bed has been

made properly.
Check under beds for trash or guest articles.
Beds and headboards should be aligned.
4.Furnishings (armoire, desk chair, wall mirror, air conditioner/heater, occasional chairs,
nightstand, desk, wall pictures, telephone, television)
Make sure that all furniture is free of dust and
dirt.
Check to see that all furniture is straightened.
Lamp shades should be straight, with the seams

facing the wall.
Check the telephone for cleanliness.

Instructions should be readable.
Turn on the television to make sure it is working

properly; check for cleanliness.
5.Lighting (swags, table lamps, bathroom, vanity and bedside lighting)
Lamps and lamp shades should be free of dust.
Check for proper wattage of light bulbs.
Turn on all the lights to make sure they are

operating.
6.Bathroom
Floor, walls, ceiling and all fixtures should be
free of mildew, dirt, hair, grit.
Check to be sure shower curtain clips are in

place, the curtain is open 6 from each wall, and
92
Turn on the exhaust fan to be sure it is working

properly.
the rod cover seam turned toward the wall.
Check behind door for clothes hook.
There should be two rolls of toilet paper on

holders (and one on the back of the toilet).
All chrome should be shiny.

Check that there are no unpleasant odours.
Flush toilet to check for cleanliness and leaks.
Date:
Signature:
Guest Room Inspection Check List

Item
Item
7.Vanity Area
Sink, counter and mirror should be free of
mildew, hair, soap, residue.
Check to see that there is a proper number of

towels neatly folded on the towel rack.
Chrome should be shiny.
There should be two bars of soap in bath area

(1 deodorant, 1 non-deodorant).*
A clean ice bucket and four wrapped cups should

be in the other corner of the vanity, optional liner
on top of the bucket.*
Clothes rack should be dust-free, with twelve

hangers (6 suit, 6 skirt).*
8.Supplies
Two waste baskets should be cleaned and in
proper place.*
Check telephone books for soil and damage (be
sure they are in their proper location).
Check the condition and placement of these

items: Comment card, current Hotel Directory,
Gideon Bible, Non-smoking tent cards (where
applicable), stationary.*
There should be three ashtrays (smoking rooms

only).*
9.Floor, Walls, Ceilings
The carpet should be vacuumed thoroughly.
Ceiling, walls should be free of dirt, damages,
cobwebs, etc.
Check all corners, under beds, behind doors,

around furniture and air conditioner/heater for
trash and dirt.
Check baseboards for cleanliness.

10. Heating/Air Conditioning Units
93
Check for air cooling and heating.

11. Critical Room Items (Should be checked daily)
Television
Heating & Air Conditioning
Telephone
Plumbing
Bedding
Lighting
Door Hardware
*customize for your property

Date:
Signature:
94
Room Attendant Daily Report

Day / Date
Name
Maintenance
Room Status
TV
light
phone
hvac
toilet
sink
bath
Towels
bed
locks
wall
bath
hand
Other Notes
face
Housekeeping Status
V Vacant Room Not Rented Last Night
Supplies Needed, Other Repairs, etc.
Maintenance
X Maintenance Required
VC Room Vacant and Cleaned by Housekeeper Today
Condition OK
OC Room Occupied & Cleaned. Room Cleaned by Housekeeper

today.
O See Notes
NM No Housekeeping Service. Room Not Cleaned by

S Housekeeper Today.
B Room Blocked
INSTRUCTIONS: Please inspect all items in room for condition, quantity and status.
Mark each column with appropriate code. Note items not listed, needed supplies, or
other information in column marked "Other".
Station Key Assigned:
#_____Standard Time Required: ____________
Returned (Initial) Supervisor: ______Start Time: _______ Stop Time: ______

Returned (Initial) Employee: ______Break Time: __________ Meal Time: _____
Housekeepers Signature: _________________________________
95
Public Area Checklist

Date
Housekeeper
General
Empty trash, reline, and spot clean waste receptacles
Dust mop and wet mop hard floor surfaces
Dust all surfaces (floor to shoulder height)
Spot clean all entrance glass (twice per day if needed)
Spot clean doors and walls (twice per day if needed)
Disinfect phones
Vacuum all carpeted areas
Inspect area for defect and report to Maintenance and Housekeeping departments
Checklist for Entrance & Lobby Area
Carpet Vacuuming
Picture frames on walls
Wall & wall hangings
Banisters
Displays
Window glazing
Window sills
Underneath furniture
Furniture
Clean inside elevator
Elevator stainless steel door
Stair railing
Stairs/steps
ATM machine
Telephone stations
Watering plants
Planters/leaves
Top surface of AC controls
Dennys window ledges
Put out Wet Floor signs
Cleaning & moping floors
Lamps
Heating unit tops
Dust wooden areas of Front Desk
Front Desk counter tops
Dust top of computer, monitor, printer
Computer stations
Underneath vending machines
Fireplace area and surface
Handles and door knobs
Vending machines
Entrance Doors/Glazing
Checklist for Meeting Rooms & Ballrooms
Stairs/steps
Stair railing
Foyer area by ballroom
Vacuum carpet
Displays
Furniture cleaning
Doors
Picture frames on walls
Window glazing
Handles and door knobs
Planters
Window ledges and screens
Tables
Telephones
Decorative furniture
Window blinds
Checklist for Offices
Empty trash
Clean waste bins
Tables
Chairs
Telephones
Photocopy machine
Fax machine
Computers
Vacuum carpets
Window blinds
Window glazing
Window ledges
Doors
Knobs and locks
Checklist for Public Washrooms
Dont forget to wear gloves
Clean waste bins
Empty trash
Rim around bowl/toilet seat
Toilet/Bowl/Tank
Grab bars
Tissue Holder Box/Surfaces
Door and door knobs
Baby change table
Clean faucets
Floor (clean & scrub)
Paper towel holder box
Sink (top & bottom)
Dry rag to dry surfaces
Urinals (top & bottom)
Fill paper towel
Towel bar
Fill toilet tissue
Mirrors
Wet mop the tiles floor
Spray air freshener
Check toilet amenities, especially in ladies washroom
Comments:
96
Deep Cleaning Checklist
Date
Inspected By
Room Number
Deep Cleaning Task Checklist

Item
Item
Turn Mattresses and Change Bedspreads

Remove linens from the bed
Lift mattresses off the box springs
Lift the box springs off the bed frame
Inspect for tears, soil spots or broken springs
Inspect and clean the frame and headboard
Vacuum behind and inside the bed platform
Rotate the box springs
Turn the mattress
Vacuum the mattress cording
Inspect pillows and replace pillows that have stains
Remake the bed with clean mattress pad, linens &

bedspread
Report and damage promptly
Dust High Places

Dust where the wall meets the ceiling
Dust smoke detectors and sprinklers
Dust the tops of tall furniture such as armoires
Dust light diffusers; clean with a damp cloth if

needed
Dust vents
Clean anything else above eye level
Clean Lights
Remove the shade
Use a damp cloth to clean fixture & shade

thoroughly
Reposition the shade
Remove and dust exit sign covers
Wipe inside exit sighs with a damp cloth
Replace exit sign covers
Clean Draperies And Wash Window

Remove draperies that need professional dry
cleaning from drapery rods
Label draperies by room number and send them

to be dry cleaned
Use a scrubber and window cleaner to clean

grease marks and grime from windows
To remove dust, vacuum draperies from the top

down. Get into the folds, and clean the back
Place hooks in a sealable bags
Inspect and clean pulls, hooks and rods
97
Wipe vinyl draperies with a damp cloth
Work from the top down in an S pattern with a

squeegee
Dust sheers often
Hang replacement draperies
Wipe window frames with a damp cloth

Wash Walls, Baseboards and Doors
Work from the bottom up to avoid streaks
Use a mild solution of all purpose cleaner on a

soft sponge and clean gently
Dry all surfaces with a clean cloth
Wipe switch plates, phone plugs and wall jacks
Clean anything hanging on the wall
Clean both sides of every door, including viewers,

hinges, the frame, locks and lock plates
Clean the closet walls and luggage racks

Date:
Signature:
Deep Cleaning Task Checklist
Item
Item
Clean Furniture, Upholstery

Vacuum upholstery
Use a vacuum attachment to get tight spots
Check the manufacturers directions before

cleaning spots from uphostery
Rub upholstery spots gently with a light fabric

cleaner then blot the area with a white cloth
Clean under cushions and inspect and turn

them
Wood or Laminated Furniture
Use an oil-based cleaner on wood furniture
Use all-purpose cleaner to wipe laminated furniture
Clean all backs of all furniture
Dry with a clean cloth
Use a cloth to wipe inside drawers
Report any drawers that dont slide smoothly
Wipe room accessories such as the telephone

Clean Carpets
Work clockwise around the room to clean
carpets
Edge the carpets with a crevice tool or a broom
Take care of carpet spots. Use standard

removal techniques depending on the type of
stain
Shampoo or extract carpets by following the

manufacturers directions and equipment
instructions
Allow the carpet to dry completely before

renting the room, so dirt doesnt stick to damp
surfaces
Vacuum the room thoroughly
98
Reposition the furniture

Replace Shower Curtains
Remove the shower curtain
Soak the hooks in soapy water
Replace any broken hooks
Clean the curtain rod
Reposition a clean shower curtain

Scrub Tile and Grout
Use grout cleaner and a grout brush to remove
mould and mildew
Remove any build-up from the shower, the tub,

around the sink, the toilet, and the ceramic tile floor
Rinse all areas thoroughly
Dry and polish with a dry cloth
Date:
Signature:
99
Housekeepers Checklist
Date
Inspected By
Room Number
Housekeepers Checklist...Cleanliness...Cleanliness...Cleanliness
#
#
Item
Item
1. Room exterior (windows, door, carpet or
38.* Sink fixtures and drain stopper
sidewalk, walls
2. Drapery (pins, cord operational, clean),
39. Towels and towel hangers
door guard
3.* Check key, lock (s), peephole
40. Base boards
4. Legal notice, posted rates are correct
41. Credenza, top, drawers, mirror
(back of entrance door
5. Wipe top of door and trim
42.* Television (clean, working)
6. Inspect chair cushions and back
43.* Electrical cords contained
7. Wipe chair legs and rungs
44. Amenities (in place, clean, fresh)
8.* Test entrance lights
45. Night stand
9. Window sills and trip
46. Desk condition and supplies
10. Window clean, check for condensation
47. Walls and ceiling (clean, good repair)
11.* Lamps, base, shade, light (s) switches,
48.* Air conditioner (clean, filter clean, temperature
cords, wattage
controls work)
12. Test bed lamps
49. Safety hazards (employee, guest)
13. Telephone directories (condition)
50. Smoke detector (tested, clean)
14.* Under bed, headboards
51. Odours
15.* Bedspread condition
52. Luggage rack
16.* Pillows
53. Clothe rack, hangers
17.* Bed linens
54.* Telephone (clean, operational)
18.* Mattress and springs
19. Pictures (straight and clean)
20. Vents and exhaust fans
21. Carpet edges, corners, stains, nap,
vacuumed
22. Toilet tissue (point), facial tissue
23.* Underside of toilet bowl, toilet seat, rim,
tank
24.* Bathroom floor, back of door
25.* Bathroom light and heat lamps
26. Shower curtain, curtain rod
27. Tub/Shower wall tile
100
28. Soap dish and grab bar (handicap)

29. Bathroom walls and ceiling
30. Bath mat
31* Tub fixtures, shower head
32* Tub sides, bottom, drain
33. Bottle opener
34. Wastebaskets (clean, good repair)
35. Vanity top, surrounding area
36. Mirror, ice bucket, glasses
37.* Lights and electrical outlets
*These items are critical items. They must be checked daily.
Date:
Signature:
101
102
Food and Beverage
103
BUFFET
SERVICE
GUIDELINES
SERVICE
To provide a dining experience that is unique as an option, yet consistent with the
level of service and food quality experience elsewhere at hotel.
EQUIPMENT
Servers and Culinary staff are knowledgeable of all buffet items

Culinary staff is courteous and friendly to all guests
Servers offer to assist guests by carrying buffet items back to their table or by giving an
explanation of a dish
Servers explain the buffet to guests on their first approach to the table and mention at least one
entre
Servers mention at least one dessert for lunch and dinner buffets
Attire of culinary staff behind buffets is clean and professional
Silver or copper chafing dishes are used with the exception of outdoor parties, where stainless may
be used
Quality stainless or silver utensils are used
An underliner plate holds utensils
All plates are wiped with a clean, damp cloth prior to setting on the buffet
All plates, serving ware and utensils on the buffet are clean and free of debris and marks
Linen is changed daily or as needed between buffets, to ensure cleanliness standards are met
Table skirting is free of stains, debris, food spills, and holes
Residential looking furniture used instead of buffet tables whenever possible
104
FLOW & DESIGN
Guest can easily access all the items on the buffet

Lunch buffet is either a cold buffet, or a hot and cold buffet
When one buffet line is used, soups, salads, and cold food are always first, carved items last
DISPLAYS &
PRESENTATION
Displays are created using natural decorations, such as fresh flower, ferns, food, etc.
Entrees are garnished prior to putting food on the buffet tables
Presentation of buffets includes risers, which create various elevations and depths
BUFFET MAINTENANCE
Buffets are constantly groomed to remove splattered and dropped food

Food items are replaced using side towels or gloves when less than 20% remains, to ensure
appealing display and freshness of product
SALADS
Salads consist of at least two types of lettuce

At least three choices of salad dressings are offered, including low calorie choices
A minimum of four condiments for lunch and six condiments for dinner are available with salads
offered
At least three assorted salads are available
JUICE
CONDIMENTS
At least four juices are served at breakfast buffets

The following condiments are offered on all breakfast buffets:
Genuine maple syrup is used or 55% maple in individual bottles
Fruit toppings freshly made
105
FRESH FRUITS
CEREALS
A minimum of four fresh, ripe fruits are offered on all breakfast buffets
A minimum of one fresh ripe fruit is offered on all lunch buffets
The following cereals are offered on all breakfast buffets:

At least two cold cereals
At least four condiments for cereals
At least one soup is offered on all lunch and dinner buffets
APPETIZERS & SIDE

ITEMS
The following side items are offered on all dinner buffets:

Assorted cheeses
A minimum of one selection of vegetables
A minimum of one selection of starches
MEATS
At least two meats are offered on all breakfast buffets

At least three selections of meats are offered at lunch
Seafood is offered either in a salad or entre selection on all lunch and dinner buffets
The following entrees are offered on all breakfast buffets:

Eggs are made to order
Omelettes made to order, with at least four ingredients to add
Pancakes and/or waffles made to order
SOUPS
SEAFOOD
ENTREES
106
At least three hot entre choices

At least one hot entre is offered at lunch
At least three entres are offered at dinner, including a seafood selection
BREADS
DESSERTS
QUALITY CONTROL
The following breads are offered by Service personnel:

At least three types of breads for toast
Bagels
English Muffins
Two varieties of breads/rolls are offered on all lunch and dinner buffets
A minimum of four desserts are offered at lunch and dinner, including a healthy choice
Service personnel communicate any guest comments regarding the food to the Chef
Hot food is brought out no earlier than 15 minutes prior to opening or start of the buffet
Cold food is brought out no sooner than 30 minutes prior to the opening or start of the function
All hot foods on the buffet are at least 140 degrees
All cold foods on the buffet are at least 40 degrees
Cold foods are placed on ice for all outdoor buffets in custom designed silver, copper, or stainless
inserts
107
108
Banquet Service
Guidelines
To provide unrivalled attention to detail and service that is tailored to each guests
individual requirements.
Private Dining Rooms set at appropriate temperature

Lighting set at levels appropriate for time of day
Air is fresh with no evidence of kitchen odours or cigarette/cigar smoke
Curtains and ornaments to be in correct position and as designed for the room
Minimal noise from adjoining service areas
Room set up as detailed on function resume - all tablecloths and skirts ironed and steamed
In house music playing softly, when guests arrive
DRINKS
Full international wine list available

Linen cocktail napkins offered with all canap menus at drink receptions
FOOD
Full private dining menus available

Private dining food to be consistent in temperature, quality and presentation
All special dietary requirements offered with the same high level of consistency of presentation
and quality
Menu includes restaurant signature dishes as well as universally popular dishes selections
PHYSICAL SPACE
MEETINGS
Meeting pads and pencils, comprising of all stationery equipment, to be in place on organisers
arrival
Audio visual equipment fully tested and of the highest physical appearance
109
Hosts/organisers greeted on arrival by the person they booked with, and introduced to their Head
Waiter.
Schedule of events is reviewed with the organiser
All guests are welcomed into the drinks reception area by waiting staff
Drinks (ordered by host) offered to guests
Guests are called to lunch/dinner by Head Waiter

All guests are seated by waiting staff
Meal to be served courteously and unobtrusively and at the correct temperature
Head Waiter to check the standard of presentation of food during service
Head Waiter or member of the waiting staff to be present in the room at all times, unless requested
otherwise
Head Waiter to ensure all timings and other aspects follow as per event order
BEVERAGES
Beverages to be served efficiently and with the correct courses throughout the meal
Wine is served prior to the course being served
FAREWELL
Head Waiter to thank host and offer a personal farewell at the end of the function
Tables are not broken down until the last guest departs
Tablecloth and centrepiece remains until last guest departs
OPENING PROCEDURES
Door is opened 15 minutes prior to the function start, unless otherwise instructed
Banquet service staff are in room 15 minutes prior to function start time
GUEST INTRODUCTION
DRINKS RECEPTION
MEAL SERVICE
110
BANQUET ROOM
LINEN & SKIRTING
Door is in good condition and free of damage or scuffmarks

Ceiling is free of dust and cobwebs
Carpet is free of spots, rips, wear and tear, or is scheduled for repair
Window ledges are wiped and free of debris or dust
Perimeter of the room is free of debris
Room is set to a temperature between 68 and 74 degrees
Pictures and frames are free of dust and fingerprints
HVAC vents are secured and free of dust
Baseboards are free of dust
Tables are undamaged and have sturdy legs
Background music is available as needed
Electrical cords are taped down
Exits are clear and unblocked by tables or chairs
Coat check facility is designated as needed
Linens and skirting are free of spots, stains, wrinkles, tears or frays
Tablecloths are hung evenly with hems facing inside
Tablecloths have even drops at ends of tables on aisles
Tablecloths used for long tables have center creases that meet to give a continuous line from one
end of the table to the other
Linens are consistent in type and color in a room unless otherwise specified on the event order
Tablecloths extend at least 12 inches over the edge of the table (to the edge of the chair)
Skirting is taut and covers specified sides of tables
Guests leaving their seats have napkins re-rolled or refolded
111
SILVERWARE, DISHWARE
& GLASSWARE
SERVICE ETIQUETTE
Clean silverware and flatware is always carried in a napkin or on a tray

Silverware and flatware is polished and free of spots, tarnish, stains, dents, or bends
All food is served using the left hand, from the left side of the Guest
Guest is cautioned if plate is hot
All beverages are served using the right hand, from the right side of the guest
All dishes are cleared using the right hand, from the right side of the guest
The utensil plates are handled by the edge, glasses are handled by the stem
Unnecessary utensils and dishes are cleared following each course
Ladies are served first, beginning at the right of the host, if known
Host/head table is served first, unless otherwise specified
Host of the table is served last even if the host is a lady
If guests are not present when the table is served, their dinners are left covered
Cover is removed when they return
Entire table is served at one time
Silverware replaced at the table is free of spots, tarnish, bends or debris, and is carried using a side
towel
Guests are assisted when lighting a cigarette
WINE SERVICE
Wine is offered as a choice, i.e., Would you like Cabernet or Chardonnay with your dinner?
(Based on selections)
Wine is poured with a side towel in left hand and placed under the bottle
Label is visible to guest during pouring
During entre service, guests who have not previously been served wine are offered wine
Guests drinking wine have their glasses refilled until entre is completed, then offered a refill, prior
112
to removal of glass
Wine is filled at the appropriate level to prevent change of temperature
113
TABLE MAINTENANCE
Tables are free of debris

Drinks remain over 1/2 full
Empty glasses and bottles are removed
Tables are crumbed after the entre is removed
No more that two cigarette butts in ashtray
BEVERAGE GUIDELINES
Hiballs require a minimum of 1 ounces of liquor

Liqueurs require a minimum of 1 ounces per serving
Cognacs require a minimum 1 ounces per serving
Domestic mineral water is available
Non-alcoholic beverages are available
RECEPTIONS
Room is set 30 minutes prior to function start

Guests are greeted within two minutes of their arrival
Food levels are checked and kept filled as specified on event order
Mixture of hors doeuvres is available at each station
Bars and tables are kept clear of empty plates and glasses
Foyer is kept clear of empty plates and glasses
One hors doeuvres station per 100 guests, or as decided by client and coordinator
Dirty trays are removed from the function and are moved out of guests way
Reception area is cleaned and broken down within one hour of function end
Tables are preset

Cocktail and beverage orders are taken within four minutes of guests being seated
BUFFETS
114
TEA & WATER SERVICE

COFFEE SERVICE
Tables are cleared between courses. Cuttlery is reset

One buffet line per 125 guests
Tea and Water are refilled on the table, using a linen napkin as splashguard
Only one pot is carried to the table

Coffee pots are never carried on trays
Cups are refilled on the table and a linen napkin splashguard is used
At least one refill is offered
115
IN ROOM
DINING
GUIDELINE
S
TELEPHONE MANNER
MENU KNOWLEDGE
UPSELLING
To provide a personalized, and private dining experience with service levels

equivalent to that of a Rosewood restaurant.
Phone answered within three rings

Order taker is courteous, well-spoken and uses guest name
Name used at least twice during order-taking conversation
No significant background noise heard by guests
Order taker knowledgeable about all menu items
Recognises special dietary needs
Presents daily menu specials when taking lunch/dinner order
Order taker makes wine/beverage recommendations according to the order
All employees are knowledgeable of daily features and communicate them to guests
Descriptive words are used to suggest beverages, daily specials, soups, salads or desserts
All employees are completely familiar with menu items in order to assist the guest, answer
questions accurately and maximise sales through upselling
116
ORDER TAKING
DELIVERY TIMES SET UP

OF TABLE IN ROOM
Employee is polite, knowledgeable and professional

Room number, guest name and number of covers are verified before hanging up
All orders repeated back to the guest
Order taker offers course-by-course delivery of lunch/dinner orders
All orders are quoted with accurate delivery time
Guests name is used a minimum of two times
Orders are delivered within 5 minutes of quoted time
Guest is thanked for placing the order using guest's name
All orders are verified through the POS system
Pre-order
Beverages/Coffee/Tea
Continental Breakfast
Cooked Breakfast
Lunch/Dinner
Within five minutes of requested time

Within ten minutes when requested
Within fifteen minutes
Within twenty-five minutes
Within thirty minutes (whenever possible
based on cook times, delivery distance, etc.)
117
PREPARATION-TRAY
STANDARDS
All items placed on table/trays are dry and polished, free of chips, cracks, tarnish, spots, or food particles
Linen, china, glass, silver free of damage and clean
Fresh flowers always provided
Specific trays are used for Room Service that have been lined
Room Service tables are only used for Room Service orders
Room Service tables are:
Sturdy
Wheels dont squeak
Covered with fresh linen
Undamaged
Free of food debris, dirt or grease
Equipped with warmers in clean and working condition
TABLE/TRAY CONDITION
Trays are:
Undamaged
Free of chips
Free of food debris, dirt or grease
All trays/tables are checked prior to delivery

Tables and trays are equipped with respective utensils, china and condiments for that order
118
Equipment polished and clean

Linen is pressed and free of holes, tears and stains
Proper temperature/quality of food is maintained
All condiments that may be needed are present and in good condition
Plates are covered and free of spills, chips, or cracks
Glasses are covered and free of spots, streaks, chips, cracks, lipstick, or debris
Ice is fresh and not melted
Flatware is clean and free of tarnish, bends, or debris
Guests bill is in check folder with working logo pen
Actual order is compared to check
All equipment is polished, free from food, spills, stains, and debris
All linen is clean with no holes, stains, or tears
All orders have fresh flowers and call back cards
All hot food is covered in a hot box, all other food and beverages are covered
Food is presented according to plating guides
Guest receives all items ordered
All items delivered are rung up on check
119
GUEST INTRODUCTION
IN ROOM SERVICE
Items on table/tray that have moved during transport are adjusted

Door is knocked on with knuckles or bell is rung
Service staff announces 'In Room Dining'
Guest is warmly greeted by name
Service is personalized and professional
Staff set dining table where appropriate
Check for guest's approval
Use guest name twice during service
Check is presented and taken back after the guest has signed
All service, delivery and gratuities to be noted on check when clearing
Tray Service:
Guest is asked where they would like to sit
All orders are placed on a table or desk
All plastic wrap is removed, prior to entering room
Offer is extended to pour beverages
Orders are verified with the guests
Plate covers are removed
Check is presented to the guest
Guests is informed of dish removal procedure
Guest is thanked and asked if they need anything else
Guest is wished a pleasant meal
Table Service:
Guest is asked where they would like to sit
120
Chairs are placed in appropriate positions

Place settings are straightened
Condiments and glassware is arranged
Plates are arranged so that cold food (if applicable) is placed in the middle of place setting
Guests are seated and napkin is placed in their lap
Offer is extended to pour beverages
Wine and champagne bottles are opened and professionally served
Mixed drinks served in club style
Ladies are served first, from the right
Guests are warned that plates are hot
Side towel is used when handling plates
All plastic wrap is removed, prior entering the guest room
Orders are verified with the guests
Plate covers are removed
Check is presented to the guest
Guests is informed of dish removal procedure
Guest is thanked and asked if they need anything else
Guest is wished a pleasant meal
DOOR KNOB MENUS, IF

APPLICABLE
FAREWELL
Doorknob menus are picked up from guests doorknobs by designated time

Guest receives order within 5 minutes of selected time
Staff bid farewell and enquire if anything further is required

Tray/table removal is offered when the server leaves
Tray/table is not left in the corridor
Dirty dishes in hallways removed within thirty minutes
No tables or trays are present in hallways or outside of guests rooms
121
HOSPITALITY ROOMS
AMENITIES
Hospitality rooms are ready 30 minutes prior to scheduled starting time

All Hospitality rooms are checked throughout the duration of guests stay (once daily)
CALL BACK & TRAY

PICKUP TABLE TENT
PRODUCT STANDARDS
Menu of amenities with prices is available for guests to order from to include; but not limited to:
Fruit Baskets
Cheese Trays
Amenity card or a business card with a hand-written note is delivered with amenities as specified
on order
Appropriate condiments or silverware and china accompany amenities are clean and in good
condition
Products fresh and of good flavour
Napkins are provided for all food amenities
VIP amenities replenished daily (if fruit has been used -only fresh, whole, seasonal fruit used)
All VIP & AM orders receive a call back to ensure satisfaction

All guests who have ordered Room Service either receive a call back within 40 minutes or a table
tent explaining the table pick up procedure on their table
Speed dial number to access In-Room Dining

Children's high chairs and booster seats available and childrens place settings
In Room Dining available 24 hours per day
Food, beverage, china, glassware, linens and accessories equivalent to Restaurant presentation and
service
122
123
MINI BAR
GUIDELINE
S
FOOD & BEVERAGE
PRODUCT
SPECIFICATIONS
MISCELLANEOUS
PRODUCT
SPECIFICATIONS
To anticipate the in-room refreshment needs of guests by providing quality items in a

convenient manner.
IN-ROOM BAR AMENITIES
All items placed in the In-Room Bar are within expiration date, are sealed, have labels intact, and
are undamaged
All liquors are premium or call brands
Interior/exterior cabinet clean and tidy
All In-Room Bars have a minimum of the following items:
One logo item
Bottle and wine opener
Freezer portion is free of ice build-up
All In-Room Bars have a minimum of the following items:
Two rock glasses and two wineglasses that are clean and free of lipstick, debris, water, cracks
or chips
Menu with price list
Collateral piece that explains charge for logo items
Napkins and stir sticks
124
IN-ROOM BAR SERVICE &

RESTOCKING
All products are restocked daily before 5:00 p.m.

All items are rotated, following first-in, first-out (FIFO) principles
Temperature is checked to ensure proper cooling
All charges added to guest bill
125
Restaurant Opening Checklist

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
Clock in
Collect the restaurant keys from the security
Pick up linen from Laundry
Pick up the float from accounting
Read the log book
Check the back areas for cleanliness
Fill up condiment jars and sugar
Check the par stock
Dust the chairs and clean the tables
Read the notice board
Check the trays and tray stands if they are clean
Polish any Crockery, Cutlery and Glassware left from the
previous shift
Check the tables for set up and finish any pending set up
Stock side stations with cutlery, Crockery and Glassware
Fold napkins and prepare any extra covers needed
Start setting up the buffet(if there is a Buffet )
Check Salt and pepper shakers.
Check the alignment of tables, chairs and covers
Get the butter ready
Get the bread baskets ready
Check for Par of Coffee, Tea, Sugar , Sauces and other
supplies
Fill in a requisition if short of something
Sign in
126
Restaurant Closing Checklist
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
Stations are to be clean and neat

All soiled dishes, glassware and silver are to be taken to
the Dishwashing area.
All silverware to be polished
All soiled napkins are to be taken to the Laundry
All checks to be closed on the POS.
All cash and checks dropped at the Accounts/Reception.
All doors and windows locked.
Back area cleaned
Coffee machine cleaned
Empty bottles dropped at the at the empty bottle area
Requisition done and dropped at the Stores
All back area fridges stocked
Set the restaurant for Breakfast
Set the Buffet for Breakfast
Switch off all the lights and air-conditioning
Sign out of Point of sale and change shift for Breakfast
Drop keys at the Security
Bar Opening Checklist

127
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
Clock in
Check out Bar keys from Security office
Collect Bank/Float from accounting department
Pick up food, beverage and dry goods requisitions from
purchasing
Open the bar
Sign in
Check log book for important information
Wipe the counter tops
Sweep and mop floor
Prepare trash cans with liners
Take out Liquor bottles and display
Put away all items practicing FIFO
Polish all glassware and check its par
Load Speed rails and prepare juices
Clean the ice bins and fill ice
Cut fruit and prepare garnish
Check CO2 and bag in box, change if needed
Check beer keg and change if needed
Fill Straws, Picks, Stirrer and all Bar supplies
Ensure Briefing is conducted
Check for the non available items for today
Plan for the cocktail of the day
Check drinks and fill in requisition if necessary
Bar Closing Checklist
128
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
Complete Food, Beverage and supply requisition and drop it

at stores
Ensure trash is collected and drop it at the trash collection
area
Put away all liquor, displays and Miscellaneous Beverage and
lock all cabinets
Refill all juices and put them back in the fridge
Wipe down counters.
Run POS report and complete the paperwork
No open checks
Arrange bar stools in a neat and orderly fashion
Clean ice bins
Sweep and mop floors
Clean soda and beer dispensers
Take paper work and cash ,Float and transfer slips to
accounting
Clock out
Ensure bar furniture is neatly arranged before leaving
All glassware in cabinet and back area shelves
Switch off all machines
Fill in log book
Prep Breakage ,Spoilage and Spillage report, if any
Attach transfer slips with the checks
Count all empty bottles for Requisition(If the system is
exchange of empty for full) and drop them at the appropriate
place
Turn off lights
Cover the garnish with cling foil and put the back in the fridge
Do the closing inventory
BREAKFAST QUALITY STANDARDS

Category: Breakfast
Outlet:
Date and Time:
129
STANDARD
ARRIVAL/ SEATING STANDARDS
Was the guest greeted or acknowledged within 30
1
seconds upon entering the restaurant?
Was the guest greeted in a friendly and pleasant
2
manner?
Did the host ascertain guest's name and use it
3
during interactions?
Did host ask if smoking or non smoking was
4
preferred (where applicable)?
5
Did host ask guest to follow him/ her to the table?
Did the host seat the guest within 1 minute of their

arrival?
Did the host seat the guest at a fully laid table?
Did host offer chair assistance?
Did the host remove the covers if necessary?
MEE
T
BELO
W
Did the host present the menu in the case of an ala

carte restaurant (n/a for buffet)?
Did host offer orientation to breakfast procedure (I.e.
11
if the guest should help themselves to the buffet)?
In the case of a single diner, was reading material
12
automatically offered?
SERVICE STANDARDS
Did the waiter offer and serve coffee/ tea within 5
13
minutes of seating?
10
14
Were fruit juices offered within 3 minutes of seating?
15
When taking the order did the waiter exhibit good

working knowledge of the menu and its ingredients?
16
Did the waiter take orders with the ladies first?
17
18
19
20
21
22
Did the waiter maintain eye contact with the guest

who is ordering?
Did the waiter accommodate any reasonable off
menu requests?
Did the waiter obtain full and complete orders (I.e.
accompaniments with cooked breakfast)?
If toasted requested, did waiter ascertain guest's
toast preference?
Was the breakfast order served within 10 minutes of
order?
Was the guest advised if the plate was hot?
BRAND STANDARDS : BREAKFAST

130
NA
Catego
ry:
Outlet:
Date and Time:
MEE
STANDARD
T
Was plate crested positioned in either the six o'clock
23
or twelve positions accordingly?
Was order announced upon its presentation to
24
ensure accuracy and guest satisfaction?
25
26
27
28
29
30
31
32
33
34
BELO
W
Was the order correct and complete?

Did waiter ascertain if the guest required any
condiments (I.e. brown sauce, ketchup, ground
pepper, etc)?
Were condiments served in appropriate containers
(I.e. decanted from the bottles or miniatures, but not
bottled)?
Did employee replace cutlery as required?
If guest leaves the table at any point, did the waiter
neatly fold napkin for the guest's return?
Were dishes cleared within 4 minutes of all guests
finishing their meals?
Was coffee/ tea replenished within 3 minutes of the
cup being empty?
Did an employee visit the table to ascertain at any
point if service was satisfactory?
Did waiter replace ashtray after two cigarettes had
been extinguished (if applicable)?
Upon leaving the restaurant was the guest thanked/
bid farewell?
ACCOUNTING - BILL PRESENTATION

Was the bill automatically provided (n/a if breakfast
35
was included within the room rate)?
Was the bill presented in a clean bill fold/ tray with
36
hotel pen?
37
Was the bill clearly itemized and correct?
38
Did waiter collect payment promptly (I.e. within 2

minutes)?
39
Did the waiter return the correct change?
40
If cash payment was receipt automatically offered

(I.e. bill displays settlement by cash)?
131
NA
If credit card
signature?
THE EMPLOYEE
41
payment
did
employee
verify
42
Did employee appear organized and work as a team?
43
Was the employee dressed in a clean, pressed and

complete uniform?
44
Were employee's shoes of a corporate standard?

Catego
ry:
Outlet:
Date and Time:
STANDARD
45
Did all employees wear name badges?
46
Was the employee well groomed?
MEE
T
BELO
W
Did the employee maintain eye contact with the

guest?
Did the employee smile and exhibit a friendly
48
manner?
Did the employee have a good working knowledge of
49
the English language?
Did employees respect guest's presence when
50
interacting with other colleagues?
Was employee attentive to the guest's needs at all
51
times?
PRODUCT - BUFFET (IF APPLICABLE)
47
52
Was the buffet attractive in presentation?
53
Was the buffet user friendly in design?
54
55
Was buffet clean and free of any debris (I.e. behind

and on top)?
Were any unidentifiable food or beverage items
clearly labeled?
56
Were labels clean and uniform in appearance?
57
Were all the dishes at least 1/3 full?
58
Was the appropriate crockery available?
59
In the case of a hot buffet, were warmed plates

available?
132
NA
60
61
62
63
64
Were serviette provided for the warm plates?

Were the appropriate service utensils clean and
available?
Where toasters were provided, were they in good
working order?
Was chef present behind the buffet at all times (I.e. if
a working station was present)?
In the case of hot food did the chef present a clean
warm plate with a serviette to the guest?
65
Did chef inform guest that the plate was hot?
66
Was the chef neatly presented in a clean and

complete uniform?
BRAND STANDARDS: BREAKFAST

Catego
ry:
Outlet:
Date and Time:
STANDARD
PRODUCT - MENU AND FOOD
67
Was the menu clean and in good repair if applicable?
68
Was the food presented in an appealing manner?
69
70
MEE
T
BELO
W
Was there a good selection of breakfast items

available (I.e. fresh fruits, cereals, cold meats, egg
dishes, etc)?
Did the food directly resemble its description from
the restaurant menu?
71
Was the food fresh and of good flavor?
72
Was food served at the correct temperature?
73
Was the texture and color of the food acceptable?
74
Were portions of acceptable size?
75
Was the food cooked as requested?
76
Were orange/ grapefruit juice freshly squeezed?
77
Was coffee/ tea freshly brewed?
78
Were a minimum of three preserves offered or in the

case of a buffet were three types available?
133
NA
PRODUCT - TABLE LAYOUT

79
80
81
82
83
Were all tables in the restaurant consistently laid up?

Was the tablecloth clean, pressed and free of any
stains/ tears (if applicable)?
Was correct cutlery used for its intended purpose
and was it clean and matching in pattern?
Was cutlery silver in the case of a formal restaurant
and good quality stainless steel in the case of an
informal restaurant?
Was crockery clean, unchipped and matching in
pattern?
84
Was the glassware clean and free of debris?
85
Were placemats clean and free of debris?
86
87
88
Was butter provided (cut or packet) either on the

table or at the buffet?
Was napkin cleaned, pressed and free of any stains/
tears?
Were salt and pepper cruets available and if so were
they clean and full?

Catego
ry:
Outlet:
Date and Time:
MEE
STANDARD
T
Did the sugar selection include white, brown and
89
sweetener?
In the case of sugar cubes were sugar tongs/ spoons
90
present?
PRODUCT - PHYSICAL CONDITION OF RESTAURANT
91
Were newspapers available on request?
92
Was the carpet/ tiles free and clean of any stains or

debris?
93
Were all light fixtures fully illuminated?
94
Were all walls clean and free of any chips, scuffs or

marks?
95
Were all mirrors polished and free of any smudges?
96
Were all windows clean and free of any streaks or

spots?
BELO
W
134
NA
97
Were all table decorations

maintained?
98
Were side stations clean at all times?
99
Was the table steady?
100
101
102
attractive and well
Were the table/ chair legs free of any scuffs/

scratches and matching in color?
Was the chair upholstery clean, matching and in
good repair?
Was restaurant free of any noise/ odor from the
kitchen?
TOTAL NUMBER OF STANDARDS:
MEE
T
BELO
W
Light Meal Quality Standards
SERVICE:
Was guest offered assistance within 30 seconds of arrival in the case of a

lounge or 5 minutes in the case of pool dining?
Did employee greet guest in a pleasant and friendly manner?
135
N/
A
Did employee present menus within 1 minute of request?
Did employee explain any daily specials (i.e. soup of the day)?
Was the guest's drinks order taken and served within 5 minutes of seating?
Were drinks served from a tray?
Was drink announced upon its presentation to ensure accuracy and

presentation?
Was the drinks order correct?
Were drinks appropriately garnished?
Did the waiter handle glassware by the stem and base of glass at all times?
Was the beverage poured in front of the guest in the case of canned, bottled
or mixed drinks (i.e. not pre-poured)?
Did the waiter take order with ladies first?
Did waiter maintain eye contact during order taking?
Did employee have good product knowledge with regard to the menu?
Did waiter obtain full and complete orders (i.e. cooking instructions, bread
preference etc.)?
Did the waiter accommodate any reasonable off menu requests?
Did waiter bring appropriate cutlery as per order?
Was a two course meal served within the hour (i.e. main, dessert and
coffee)?
Were all plated items served/cleared with as little disruption to the guest as
possible?
Was order announced upon its presentation to ensure accuracy and guest
satisfaction?
LIGHT MEALS
Were all appropriate condiments automatically offered (i.e. cruets, ketchup

etc.)?
Were condiments served in appropriate containers (i.e. decanted from the
bottle)?
Did waiter offer additional drink within 3 minutes of completing the initial drink
or ten minutes from the time the glass
Were dishes cleared within 4 minutes of all guests finishing their meals for
lounge service or 10 minutes in the case of pool dining?
Did the waiter automatically offer desserts?
Was dessert served within 5 minutes of order being taken?
Did waiter automatically offer coffee/tea?
136
Did waiter clarify the guest's coffee/tea preference (i.e. cappuccino, espresso
etc.)?
Was coffee/tea served within 3 minutes of order?
Did the waiter offer to pour the coffee/tea?
Was milk/cream offered with the coffee/tea?
Did the sugar selection include white, brown and sweetener?
In the case of sugar cubes were sugar tongs/spoons present?
Did waiter replace ashtray after two cigarettes had been extinguished?
Did an employee visit the table to ascertain at any point if service was
satisfactory?
Upon leaving the lounge/pool was the guest thanked/bid farewell?
BILL PRESENTATION:
Was the bill provided within 3 minutes of request?
Was the bill presented in a clean bill fold/tray with hotel pen?
Did waiter collect payment promptly (i.e. within 2 minutes)?
Did the waiter return correct change?
If cash payment, was receipt automatically offered (i.e. bill displays settlement
by cash)?
If credit card payment did employee verify signature?
THE EMPLOYEE:
Did employees appear organized and work as a team?
Was the employee dressed in a clean, pressed and complete uniform?
Did the employee wear a name badge?
Did the employee maintain eye contact with the guest?
Did the employee smile and exhibit a friendly manner?
Did the employee have a good working knowledge of the English language?
Did employee respect guest's presence when interacting with other

colleagues?
137
Was employee attentive to the guest's needs at all times?
MENU AND FOOD:
Was the menu clean and in good repair?
Was the menu varied in content?
Were two vegetarian options available?
Was at least one daily and/or seasonal specialty available?
Did the food directly resemble its description from the restaurant menu?
TABLE LAYOUT:
Were all tables in the lounge/restaurant consistently laid up?
Was correct cutlery used for its intended purpose and was it clean and
matching in pattern?
Was crockery clean, free of chips and matching in pattern?
Was the glassware clean, unshipped and matching in pattern?
Was the napkin clean, pressed and free of any stains/tears?
Were the salt and pepper cruets provided and if so were they clean and full?
PHYSICAL CONDITION OF VENUE:
Was the carpet/tiles free and clean of any stains or debris?
Were all walls clean and free of any chips, scuffs or marks?
Were all windows clean and free of any streaks or spots?
Were all plant and floral decorations fresh?
138
Were the table/chair legs free of any scuffs/scratches and matching in colour?
Were the chair's upholstery clean, matching and in good repair?
139
Lunch Quality Standards
RESERVATIONS:
Was the telephone answered within 3 rings or 15 seconds?
Did the employee answer the phone with the appropriate greeting, identify the
department and offer assistance?
Did employee obtain the guest's name and use it at least once during the
conversation?
Did employee obtain number of people dining?
Did employee ascertain dining time?
Did employee obtain telephone/room number?
Did host ask if smoking or non smoking was preferred (where applicable)?
Did the employee repeat and confirm the details?
Did the employee thank the guest?
ARRIVAL/SEATING:
Was the guest greeted or acknowledged within 30 seconds

upon entering the restaurant?
Was the guest greeted in a friendly and pleasant manner?
Did the host ascertain guest's name and use it during interactions?
Did host ask if smoking or non smoking was preferred (if applicable)?
Did host ask guest to follow him/her to the table?
Did the host seat the guest within 1 minute of their arrival?
Did host offer napkin assistance?
In tropical climates, did employee offer a hot or cold towel?
Did the host remove covers if necessary?
Did the host present the menu/wine list?
Arrival and seating continued
Did host explain any specials of the day where applicable (i.e. soup, fish,
etc.)?
140
In the case of single diner was reading material automatically offered?
SERVICE:
Was initial drink order offered and served within 5 minutes of the guest
seating?
Did the waiter approach and greet the guest within 5 minutes to take the food
order?
Was waiter able to answer any questions with regard to the menu and its
ingredients?
Did the waiter take orders with ladies first?
Did the waiter maintain eye contact with the guest ordering?
Did the waiter obtain full and complete orders (i.e. cooking instructions,
accompaniments, etc.)?
Did the waiter thank the guest?
Was the wine/beverage order taken within 5 minutes of the food order?
Did the employee have good product knowledge with regard to the
wines/beverages?
Was wine/beverage served within 5 minutes of ordering?
Were bread/rolls and butter automatically served (minimum three types of

bread/rolls) unless ethnic cuisine being served?
Did the waiter change cutlery to accompany order?
Was a two course meal served within one hour?
Was the correct starter/main course served to the appropriate guest without
prompting?
In the case of two people dining, were dishes served to both guests at the
same time?
Were all plated items served/cleared with as little disruption to the guest as
possible?
Was plate crest positioned in either the six o'clock or twelve positions
accordingly?
satisfaction?
Were all appropriate condiments automatically offered (i.e. mint sauce,

horseradish, mustard, ketchup etc.)?
Were condiments served in appropriate containers (i.e. decanted from the
bottle)?
If guest leaves the table at any point, did the waiter neatly fold napkin for the
guest's return?
Were dishes cleared within 2 minutes of all guests finishing their meals?
Did the waiter remove side plate, side knife, butter and cruets on completion
of main course?
141
Did the waiter crumb down the table (if appropriate)?
Was dessert served within ten minutes of order being taken unless the
employee informed the agent of an expected delay?
Did waiter clarify the guest's coffee/tea preference (i.e. cappuccino, espresso
etc.)?
Did a selection of petit fours/mints/pastries accompany the coffee/tea (or

equivalent)?
Did waiter automatically offer coffee/tea refills (cups must not be left empty for
more than 2 minutes)?
Did an employee visit the table to ascertain at any point if service was
satisfactory?
Upon leaving the restaurant was the guest thanked/bid farewell?
WINE/BEVERAGE SERVICE:
Did the waiter present the wine to the guest (in the case of by the bottle or
wine by the glass) ?
Did the waiter open the wine in front of the guest?
Did the waiter pour a small amount of wine for host to sample?
Did the waiter serve the wine - ladies first?
Did the waiter fill the glasses 2/3 full?
Was white wine served from an ice bucket?
Was red wine served at room temperature and white wine chilled?
Did the waiter top up the wine/water glass when 1/3 full?
In the case of a beverage, was the drink correctly garnished?
Was the beverage poured in front of the guest in the case of canned, bottled
or mixed drinks (i.e. not pre-poured)?
If wine by the glass is ordered, did the waiter present the bottle to the guest
and pour directly from the bottle?
Did waiter offer additional drinks within 2 minutes of initial drinks being
finished?
142
SALES:
Did waiter automatically suggest a starter for each guest?
Did waiter automatically suggest side orders (if applicable)?
Did waiter up sell with wine order (i.e. recommend a wine to accompany the
meal)?
Did waiter automatically offer additional bottle of wine/water upon completion
of the first?
Did waiter automatically suggest mineral water with the meal?
If no dessert was ordered, did waiter offer an alternative (i.e. sorbet/cheese

course)?
Did waiter suggest post meal drinks/cigars?
BILL PRESENTATION:
If cash payment, was receipt automatically offered (i.e. bill displays settlement
by cash)?
THE EMPLOYEE:
Did employee respect guest's presence when interacting with other

colleagues?
143
MENU AND FOOD:
Did the restaurant menu offer a varied selection of dishes (i.e. starters, main
courses and desserts)?
TABLE LAYOUT:
Was the table cloth clean, pressed and free of any stains/tears?
Was correct cutlery used for its intended purpose and was it clean and
matching in pattern?
Was cutlery silver in the case of a formal restaurant and good quality
stainless steel in the case of an informal restaurant?
Was crockery clean, un-chipped and matching in pattern?
Was the glassware clean, un-chipped and matching in pattern?
Was ice bucket clean and polished?
Was the butter rolled/cut, fresh and well presented?
Was butter dish full?
Were the salt and pepper cruets available and if so clean and full?
144
Were side stations clean at all times?
Were the table/chair legs free of any scuffs/scratches and matching in color?
Was the chair's upholstery clean, matching and in good repair?
Was restaurant free of any noise/odor from the kitchen?
145
Dinner Quality Standards
STANDARDS - RESERVATIONS:
Did the employee answer the phone with the appropriate greeting, identify the
department and offer assistance?
Did employee obtain the guest's name and use it at least once during the
conversation?
Did employee obtain number of people dining?
Did employee ascertain dining time?
Did employee obtain telephone/room number?
Did host ask if smoking or non smoking was preferred (where applicable)?
Did the employee repeat and confirm the details?
STANDARDS - ARRIVAL/SEATING:
Was the guest greeted or acknowledged within 30 seconds upon entering the
restaurant?
Was the guest greeted in a friendly and pleasant manner?
Did the host ascertain guest's name and use it during interactions?
Did host ask if smoking or non smoking was preferred (if applicable)?
Did host ask guest to follow him/her to the table?
Did the host seat the guest within 1 minute of their arrival?
Did host offer napkin assistance?
In tropical climates, did employee offer a hot or cold towel?
Did the host remove covers if necessary?
Did the host present the menu/wine list?
Did host explain any specials of the day where applicable (i.e. soup, fish, etc.)?
In the case of single diner was reading material automatically offered?
SERVICE:
146
Was initial drink order offered and served within 5 minutes of the guest seating?
Did the waiter approach and greet the guest within 5 minutes to take the food order?
Was waiter able to answer any questions with regard to the menu and its ingredients?
Did the waiter take orders with ladies first?
Did the waiter maintain eye contact with the guest ordering?
Did the waiter obtain full and complete orders (i.e. cooking instructions,
accompaniments, etc.)?
Did the waiter thank the guest?
Was the wine/beverage order taken within 5 minutes of the food order?
Did the employee have good product knowledge with regard to the wines/beverages?
Was wine/beverage served within 5 minutes of ordering?
Were bread/rolls and butter automatically served (minimum three types of bread/rolls)
unless ethnic cuisine being served?
Did the waiter change cutlery to accompany order?
Was a two course meal served within one hour?
Was the correct starter/main course served to the appropriate guest without
prompting?
In the case of two people dining, were dishes served to both guests at the same
time?
Were all plated items served/cleared with as little disruption to the guest as possible?
Was plate crest positioned in either the six o'clock or twelve position accordingly?
satisfaction?
Were all appropriate condiments automatically offered (i.e. mint sauce, horseradish,
mustard, ketchup etc.)?
Were condiments served in appropriate containers (i.e. decanted from the bottle)?
If guest leaves the table at any point, did the waiter neatly fold napkin for the guest's
return?
Were dishes cleared within 2 minutes of all guests finishing their meals?
Did the waiter remove side plate, side knife, butter and cruets on completion of main
course?
Did the waiter crumb down the table (if appropriate)?
147
Was dessert served within ten minutes of order being taken unless the employee
informed the agent of an expected delay?
Did waiter clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.)?
Did a selection of petit fours/mints/pastries accompany the coffee/tea (or equivalent)?
Did waiter automatically offer coffee/tea refills (cups must not be left empty for more
than 2 minutes)?
Did an employee visit the table to ascertain at any point if service was satisfactory?
Upon leaving the restaurant was the guest thanked/bid farewell?
WINE/BEVERAGE SERVICE:
Did the waiter present the wine to the guest (in the case of by the bottle or wine by
the glass) ?
Did the waiter open the wine in front of the guest?
Did the waiter pour a small amount of wine for host to sample?
Did the waiter serve the wine - ladies first?
Did the waiter fill the glasses 2/3 full?
Was white wine served from an ice bucket?
Was red wine served at room temperature and white wine chilled?
Did the waiter top up the wine/water glass when 1/3 full?
In the case of a beverage, was the drink correctly garnished?
Was the beverage poured in front of the guest in the case of canned, bottled or mixed
drinks (i.e. not pre-poured)?
If wine by the glass is ordered, did the waiter present the bottle to the guest and pour
directly from the bottle?
Did waiter offer additional drinks within 2 minutes of initial drinks being finished?
SALES:
Did waiter automatically suggest a starter for each guest?
148
Did waiter automatically suggest side orders (if applicable)?
Did waiter up sell with wine order (i.e. recommend a wine to accompany the meal)?
Did waiter automatically offer additional bottle of wine/water upon completion of the
first?
Did waiter automatically suggest mineral water with the meal?
If no dessert was ordered, did waiter offer an alternative (i.e. sorbet/cheese course)?
Did waiter suggest post meal drinks/cigars?
BILL PRESENTATION:
If cash payment, was receipt automatically offered (i.e. bill displays settlement by
cash)?
THE EMPLOYEE:
Did employee respect guest's presence when interacting with other colleagues?
MENU AND FOOD:
149
Did the restaurant menu offer a varied selection of dishes (i.e. starters, main courses
and desserts)?
TABLE LAYOUT:
Was the table cloth clean, pressed and free of any stains/tears?
Was correct cutlery used for its intended purpose and was it clean and matching in
pattern?
Was cutlery silver in the case of a formal restaurant and good quality stainless steel in
the case of an informal restaurant?
Was crockery clean, unshipped and matching in pattern?
Was ice bucket clean and polished?
Was butter dish full?
Were the salt and pepper cruets available and if so clean and full?
150
Was side station clean at all times?
Were the table/chair legs free of any scuffs/scratches and matching in color?
Was restaurant free of any noise/odor from the kitchen?
151
The Perfect Guide to Excellent Service & Up Selling

Technique
Drink Service Quality Standards
Was guest acknowledged within 30 seconds of arrival?
Did employee greet guest in a pleasant and friendly manner?
Was the drinks order taken within 3 minutes of seating?
Did the employee show good product knowledge when taking the order?
Did waiter take orders with ladies first?
Was a minimum of two white, two red and one Champagne available by the glass?
Did the waiter ask if guest would like ice in his drink (if applicable)?
Did waiter maintain eye contact during order taking?
Did waiter ascertain if guest was eating within the hotel and offer menus (if
applicable)?
Were the drinks served within 5 minutes of order?
Were all drinks served from a tray?
If wine by the glass is ordered, did the waiter present the bottle to the guest and pour
directly from the bottle?
Did waiter handle glass from stem or base at all times?
Did waiter supply and place drinks on coaster?
Was drink announced upon its presentation to ensure accuracy and guest
satisfaction?
Was the drinks order correct?
Was the beverage poured in front of the guest in the case of canned, bottled or mixed
drinks (i.e. not pre-poured)?
Were the drinks served in the correct glassware?
Were glasses clean, polished and free of any cracks or chips?
Were garnishes fresh and appropriate?
Was the drink appropriately chilled (if applicable)?
In the case of a mixed drink, was a stir stick provided?
DRINKS SERVICE
Did waiter automatically serve a minimum of two snacks (snacks can not be preset on
table)?
Was the snack bowl/plate full?
Did waiter supply serviettes with the snacks/drinks?
152

Technique
Were the snacks fresh?
In the case of shelled nuts or olives, was a pit bowl provided?
Were vacated tables promptly cleared?
Were all drinks cleared using a tray?
Did waiter offer additional drinks when initial drink was 1/3 full?
Was a barman or waiter visible at all times?
Upon leaving the bar/lounge was the guest thanked/bid farewell?
BILL PRESENTATION:
If cash payment, was receipt automatically offered (i.e. bill displays settlement by
cash)?
EMPLOYEE:
Did employee respect guest's presence when interacting with other colleagues?
153

Technique
PHYSICAL CONDITION OF BAR/LOUNGE:
Were tables in the bar consistently laid?
Were the carpet/tiles free and clean of any stains or debris?
Were ample ashtrays available?
If a bar list was provided, was it clean and in good repair?
Were the table/chair legs free of any scuffs/scratches and matching in colour?
Was the bar counter clean, dry and free of any debris?
Were all brand bottles prominently displayed, free of any dust with labels facing
forward?
Was appropriate music played at a pleasant level?
154

Technique
In Room Dining Quality Standards
ORDER TAKING:
If not answered within 3 rings or 15 seconds was apology offered?
Did the employee answer the telephone with the appropriate greeting, identifying the
department and offering assistance?
If caller was put on hold did it not exceed 15 seconds?
Did the employee ascertain the guest's name, and use it at least once during the
conversation?
Was the background free of any noise or any disturbances?
Did the employee speak in a clear and pleasant manner?
Was the employee able to answer any questions with regards to the menu?
Did the employee obtain a full and complete order (i.e. cooking instructions, bread
preference etc.)?
Did the employee accommodate any off menu requests?
If dessert ordered, did the employee offer the guest the option of serving it upon
completion of the main course?
Did the employee repeat the order either during or at the end of the call?
Did the employee advise delivery time?
SALES:
Did order taker suggest starter?
Did order taker suggest side orders (if applicable)?
Did order taker automatically offer drinks with the meal?
Did order taker have good product knowledge with regards to wine?
Did order taker suggest dessert with the meal?
Did the order taker suggest coffee/tea with the meal?
THE SERVICE:
Was the order served in the standard times:-
Breakfast order card - within 5 minutes of requested time
155

Technique
Continental breakfast - 20 minutes
Full cooked breakfast - 30 minutes
Lunch/Dinner - 30 minutes
Did the employee either ring the bell or knock lightly on the door (i.e. not
automatically let himself into the room)?
Did the employee greet the guest in a polite and friendly manner?
Did the employee use the guest's name at least once during the interaction?
If a newspaper was on the door did the employee bring it in with the tray?
Did the employee ask where the guest would like the tray/trolley to be placed?
In the case of a trolley did the employee open leaves and secure?
Did the employee set the table where appropriate?
Did the employee position the chairs accordingly?
Did the employee extinguish any heating devices prior to entering the room?
Did employee verbally present the dishes?
Did the employee advise guest that the plate was hot (if required)?
Did the employee offer to open and pour the beverages?
Did the employee explain the various condiments with the meal (if unidentifiable)?
In the case of a breakfast order, did the employee offer to open the curtains?
Did the employee inform the guest of tray/trolley collection procedures?
Was dessert served approximately 15 minutes after the initial delivery (Raffles Brand
only)
BILL PRESENTATION:
Did the employee ask the guest for a signature?
THE EMPLOYEE:
156

Technique
MENU AND FOOD:
Was the room service menu clean and in good repair?
Was a varied menu available at meal times and a limited night menu available after
hours?
Did the food directly resemble its description from the menu?
Was coffee/tea hot and fresh?
Was milk/cream offered with the coffee?
Did fresh rolls/bread (minimum three varieties) accompany the meal unless the ethnic
cuisine is being served?
TRAY/TROLLEY LAYOUT:
Was the room service tray/trolley clean and in good repair?
Was the tray/trolley cover clean, pressed and free of any stains/tears?
Was correct cutlery used for its intended purpose and was it clean and matching in
pattern?
Was crockery clean, free of chips and matching in pattern?
Were all the drinks covered with stances?
Did a vase and fresh flower accompany the meal?
157

Technique
Was a cloche used to cover hot food?
Was the cloche clean, polished and in good repair?
Did a full dish of butter accompany the food order?
Were condiments served with the meal and decanted into the appropriate dishes or in
miniature form?
Were the salt and pepper cruets provided and if so were they clean and full?
Were all the drinks appropriately garnished?
Was all the food free of any plastic/paper/foil wrapping?
In the case of breakfast was there a minimum of three different preserves available?
158
erfect Guide to Excellent Service & Up Selling Technique
Mini Bar Quality Standards
ORDER OF SERVICE:
Was the in room bar checked daily?
If employee was observed, was he/she wearing a complete uniform and well
presented?
Was the employee pleasant and professional in manner?
Were all used mini bar items replaced?
Were all dirty glasses replaced with clean glasses?
Was the ice bucket/tray filled correctly daily on request
PRODUCT:
Was in room bar cabinet clean and dust free?
Was mini bar fridge steady?
Was mini bar fridge easily accessible?
Was the mini bar fridge clean and free of any odor?
Was the mini bar fridge in good working order?
Was the mini bar fridge free of any ice build up?
Did the in room bar contain a good selection of beverages (i.e. beers, sodas, juices)?
NB: No spirits required.
Was there a minimum of 2 bottles of mineral water available?
Were food items available?
Was an in room bar price list available
Did the in room bar beverages/food items correspond to the printed list?
Was fridge contents neatly presented (i.e. not overfilled)?
Were all canned drinks free of any rust?
Did all stock not exceed expiry date?
Were there two tumblers available?
Was all glassware clean, polished, un-chipped and matching?
Was glassware placed on coasters/liner?
Were there both a corkscrew and opener available (if needed)?
159
Were there stir sticks and coasters available?
Were linen/paper serviettes available?
Was an ice bucket and tongs available?
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World Food and Beverage Standards

1. Identify Guests by name if and when possible. (Maintain Eye
Contact)
2. Acknowledge Guests immediately upon arrival
3. Phones are answered immediately with in a maximum of three
rings
4. Upon Departure guests are thanked for their patronage.
5. Newspapers are available at Breakfast Outlets and offered to
guests.
6. Table linen should be free of holes and stains
7. No chipped China, Glassware and bent or defective Cutlery to
be used in Service.
8. Clean and Spotless Menus
9. Only Fresh Juice to be served when a guest order for juice
unless specified.
10. All clearances and dirty dishes in the restaurant should not be
insight of the guest.
11. Extra table settings are cleared once guests are seated
12. Water shall be served immediately after guests are seated
and coffee or Tea for Breakfast and Bread and Butter at Lunch
and Dinner
13. Ladies to be served first always.
14.All food and beverage to be served from the right and cleared
from the right of the guest unless its Silver Service where dishes
are served from the left of the guests and cleared from the right.
15. Present appropriate Cutlery prior to serving the dish
16. All items to table either to be carried on a tray or an
underliner.
17. All hot food to be served hot on hot plates and all cold food to
be chilled on Cold Plates.
18. Daily Specials are to be offered to Guests when menus are
presented to them.
19. All menu items should be available at all times.
20. Explain about the Buffet if a Buffet meal is offered
21. Enquire with guest about meal satisfaction
22. Vacated tables near Guest Tables to be cleared immediately.
23. Always provide underlines for sauces or condiments that go
on a table
24. Serve complimentary snacks with Drinks in a bar
25. All drinks in a bar to go with a Cocktail Napkin.
26. All staff to have knowledge of Food and Drinks Menu.
27. Pull out chairs and assist the guest in seating.
28. Lay napkin for them.
29. Top up Wine, Water and Coffee continuously.
30. Offer another drink when a glass is nearly 3/4th empty.
31. Offer more bread.
32. To double check the bill before giving it to a guest.
33. Give comment cards
34. Clear dirty plates and glasses from the table promptly without
the guest asking for it.
35Clearance to be done promptly: not too fast or not too slow. Let
all the guests on the table finish before approaching the table for
clearance.
36. Always repeat order
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37. Always try to take order from the right.

38. Always handle Glassware by the stem
39. Checks are always to be presented in a Check Folder.
40. Do not run or speak loudly in the outlet
41. Always Smile.
42. There should be at least one staff member in the restaurant
when guests are present in the outlet
43. Ashtrays to be cleared when there is one Cigarette Butt.
44. There should always be Smoking and non Smoking Sections
in the outlet (Depends on local laws).
45. Escort the guest to the table.
46. Straws to be offered to Children with their drinks and Drinks
should be given in small glasses for them to lift and handle easily
if they are very young.
47. Kids menu and portions to be available in all outlets.
48. Do not start laying up the restaurant for Breakfast when the
Guests are still in the Restaurant.
49. All Staff to be aware of Events and Functions in other Outlets
of the Hotel.
50. Table Settings in the Outlet to be laid neatly and in a
symmetrical manner.
51. All Food and Beverage Service Stations and Service
Equipment should be cleaned at the completion of Function or
Shift.
52. A pot of Hot Water to be offered with Tea.
53. All reasonable guest requests to be accommodated by the
Kitchen Staff in a timely Manner.
54. Drinks to be served immediately following the order.
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55. There should be a choice of House Wines by Glass.

56. Coffee/Tea orders to accompany Cookies.
57. Dessert Menu to be presented to guest after the main course.
58. Checks to be presented immediately when requested, with
out delay.
59. Room Service to deliver orders with in quoted times and
tables and trays from the guest room to be cleared as per guest
request or if not mentioned in One Hour after delivering the
order.
60. Music to be on at all times in the outlet and at appropriate
levels.
61. Air conditioning/Heating to be On/Off and at right levels as
per the situation.
62. All coffee/Tea to be piping hot.
63. When there is a guest complaint regarding Food or Drink, it
should be taken away and an alternative offered.
64. Out of Menu items and requests to be checked with the Chef
before promising a guest.
Banquet Check List

___________________________
Function
Flatware
Dinner forks
Salad forks
Dessert forks
Date
Dinner knives
Coffee/Tea spoons
Soup spoons
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Extra Cutlery
Glasses
Water glass
Juice glass
Plates
Dinner plates
Coffee cups
Serving Items
Cream/milk urns
Sugar bowls
Salt and pepper
Butter dish
Serving trays
Side Stands
Miscellaneous
Napkins
Mints
Bus Pans
Sugar packs
Milk
Cream
White wine glass

Red wine glass
Bread plates
Saucers
Tea pot
Bread baskets
Water pitchers
Drink trays
Napkin trays
Tea bags
Tea chest
Garbage cans
Coffee, regular
Coffee, decaffeinated
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Pre-Meal Checklist
Date: ______ Manager: ______________
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Front Doors, Foyer & Lobby

Cigarette butt container clean and emptied
Music on outside
Outside areas clean of trash, leafs, butts, etc
Front door windows windexed sparkling clean
Music at acceptable level in lobby
Heater turned on in cold weather/off for hot
weather
Kick plates and door handles brassoed clean
Ledges, floors and corners clean of dust and
debris
All light bulbs working in lobby
Lighting acceptable for day-part
All plaques, frames, etc. clean and hung straight
Carpets clean and free of debris
Sauce jars stocked at least at 80% capacity
Birthday card box table clean and stocked
Restrooms
Paper towel dispenser filled
Toilet paper holders filled
Sanitary napkin disposal has fresh bag
All light bulbs working
Music level acceptable
Stall doors clean and free of dust
Baby changing table clean and stocked
Mirrors clean, free of streaks
Vanity wiped clean, no standing water
Soap dispensers filled
Faucets and faucet handles shining
Fresh smell, no bad odors
Front Desk
Front desk clean and organized
Toothpicks, mints, cards, call-ahead cards
Take-out menus stocked
Daily hostess sheet ready all filled out
Daily line-up ready/Floor plan ready
Extra clip board for Friday/Saturday nights
Call aheads written on wait sheet
Menus clean and in good condition
Bar Area
Bar top clean and free of clutter
Fried pasta displayed on bar
Candles lit on bar tables and on bar
Bar glassware stocked to proper level
Bar glassware sparkling clean
All liquor bottles wiped clean the night before
All liquor w/ matching pourers, flagged left
All wine bottles dated /note full bottles opened
All open containers of bar mixes are dated
Fresh fruit cut only for the day/old fruit thrown out
Salt rimmer set up, sanitary
Espresso machine cleaned and maintained
Ample espresso, cappuccino cups and saucers
Bar coolers stocked for days business
Glass doors on bar coolers clean
Inside bar area clean and organized from a
customers view
Three compartment sink set-up
Nothing other than ice in the ice bin used for drinks
No cleaning supplies kept behind the bar
Sanitation bucket with sanitizer
Folded towels placed out of customer view
Dining Room
Music on and at an acceptable level
Lights set for the day-part (changes daily)
All lightbulbs working
Table-top butcher paper free of wrinkles
White linen table cloths free of visible stains
Dining room tables set correctly
Table caddies set correctly and clean
Table tents clean and presentable
Tables have proper spacing
Wait stations have spoons, forks & tri-fold napkins
All ledges, window sills and shelving free of dust
Blinds set at 45 degree angle & clean
Floors clean under tables and in corners
Center island lit and in good condition
Customer surveys out and ready for use
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Expo Area
Shakers filled with parsley and cheese
All garnishes set (parsley, basil, cheese, lemons)
EVO in sixth pan with brush
Aioli (Penfield) and kale indirect iced
Sanitation Bucket
Two towels (in sanitation bucket)
Roasted red pepper sauce in squeeze bottle
Kitchen
Coffee area set up
Bread area set bread in oven
Ice bin filled in soda area
Tea box filled with various Bigelow teas
Ice Machine working
Paper towel dispensers/soap dispensers filled
Enough condiments stocked from dry storage
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Service Staff Etiquette

DOS
Smile
Answer all questions
Pull chairs or tables to help the guests seat.
Pull chairs when customers get Up to leave.
Take guest to the door and hold the door open for them.
Give directions.
Ask manager for help when needed
Act dignified, be proud.
Be polite and helpful..
Place silver on the table before food is served.
Take food immediately back when not satisfactory.
Ask the supervisor when not sure about something.
Look healthy and well groomed.
Perform gracefully.
Place yourself in such a way so You can keep an eye on

your Other tables when a guest talks to you.
Anticipate customers needs and Act accordingly.
Prevent complaints.
Watch for signs.
Handle linen like money.
Feel pride for work well done.

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Carry on you: matches, pen,crumber and wine opener
DONTS
Walk backwards when waiting.
Run or move too fast.
Comb hair or touch your face.
Congregate in groups more than three at the time.
Lean on walls or posts.
Talk loudly.
Put hands in pockets.
Sneeze or cough, flirt with the customers.
Be intimidating.
Talk about the customers.
Serve coffee/tea without a tea spoon. Sugar, cream.
Do not go in any direction with empty hands.
Argue with customers.
Serve food not good enough for you to eat
Turn your back to the guests.
Leave your tables from your sight.
Leave the floor in an emergency without telling your

manager
Do not show visible effort or stress when performing

duties.
Show impatience or anger
Ask who gets what when the order is served.
Let customers look around them In the room without

asking what You can do for them
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In discussions with guests. Do not Complain about your

place of Work
Treat bad tippers with less enthusiasm than the others.
Restaurant Reservation and Telephone

Procedure
Answer the phone with a smile within 3 rings:
Good morning/afternoon/evening,
Thank you for calling (restaurant's name & location),
How May I help you?'
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This is the standard manner of answering.
THE HOLD BUTTON
If there is more than one line ringing at once, answer with a smile, 'Good
morning/afternoon /evening, may I put you on hold?' WAIT until the caller
answers before putting them on hold. Do not leave any caller on hold for
more than 30 seconds. Return to the caller with, 'Thank you for holding,
how may I help you?'
TAKING RESERVATIONS
Answer the phone in the standard manner. When the caller indicates they
want a reservation, ask if this will be their first visit to the restaurant. Ask
How many in your Party?
If less than Eight Explain Reservation Policy We only take reservations for
parties of Six or more, all other parties are served on a first come first
served bases
If they do meet the criteria explain that a manager will take their
reservation and you get a manager for them then get a manager!
Managers- Obtain this and the following information, using complete
sentences:
-Will this be your first visit?
-For what day & date would you like it?
-What time would you like?
-How many guests will there be?
-In what name would you like the reservation? May l
have the initial of the first name? (If you have
any doubt about spelling, ask, 'Would you please
spell that for me?')
-May I have a daytime phone number?
If applicable -Will you prefer smoking or non-smoking?
Make a note of any special requests - birthday cake, specific table/server,
etc.
Repeat all reservation information back to the caller to insure accuracy: I
have a reservation for the Smith party on Wednesday, Feb. 1, at 6:00p.m.
for 2 people at a non-smoking table. Our policy is to hold the table for
10/15 minutes.
My name is ___. Thank you for calling, and we look forward to seeing you
at (restaurant's name).
If you do not have a table available for the desired day/time, suggest
another of our restaurants nearby and give its phone number. If your
restaurant uses a waiting list for reservations, take the caller's name and
phone number and tell them you will call back if a table becomes
available. If a reservation cannot be made, end the call by saying, Thank
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you for calling, and we hope to see you at another time in the near
future.
Confirming reservations: according to your restaurant's policy, WE will
always call back to confirm guest reservations. NEVER tell a caller to call
back and confirm his/her own reservation.
CALLS FOR MANAGERS/CHEF

When a call comes in during a meal period (While Busy) for a manager or
chef, See if they are immediately available if not respond with, 'He/she will be
available after (give a specific time) - would you like to call back then?'
If the caller wants to leave a message, take the name and number, and note
the date and time of the call. Thank the caller for calling.
If the call comes in between busy periods, use the standard greeting, and
ask, 'May I tell him/her who's calling? May I put you on hold?' Wait for the
caller's answer, then put them on hold and locate the manager/chef.
Your restaurant will have a PPX/Client list of persons who, if they call for a
manager, should be responded to by either taking a detailed message or
finding the manager right away.
BANQUET INQUIRIES
If the caller is asking for banquet or group dining information, try to transfer
the call to a catering representative. If this is not possible, take the caller's
name and number and tell them that a catering representative will call them
back. Be sure to give the caller the representatives name and number.
GUEST COMPLAINTS
If the caller is a guest who indicates he/she has a complaint, say, 'One
moment, please, let me get the manager for you. I know he/she will want to
hear what you have to say.' If there is no manager available to take the call,
listen to the guest's comments and write down the essential details, take the
guest's name and number, and inform them that the manager will be
returning their call. Thank the guest for calling.
CALLS FOR EMPLOYEES
Employees are not to receive calls at work unless it is an emergency. If the
caller indicates an emergency, say, 'Let me get the manager to take your call
- one moment, please.'
CALLS FOR GENERAL INFORMATION
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You must be prepared to answer requests for general information, including
the examples listed below. Please familiarize yourself with your restaurant's
information booklet, which will allow you to provide correct information to
your caller.
Type of Restaurant/Hours of Operation
Address & location (Mailing address, if different)
Directions
Menu Items & Prices
Dress Code
Payment Information
Reservation Policy
PPX List
Parking Information
Holiday Information & Menus
Handicapped Facilities
Children - Menus, High Chairs, etc.
Tourist Information
Other Restaurants in our Group
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Steps of Service
FIRST APPROACH
1. Greet guests with a smile within 1 minute of table being seated.
a. Good afternoon/evening, Hello, How are you?
b. Place a Cocktail napkins on the table as a sign that someone has
greeted them and is attending to their needs
2. Suggest a specific beverage/s.

a. Specialty drinks (ice tea), featured wines by the glass.
b. If there are no specials, recommend and describe 1 or 2
items from the menu.

c.
If the kitchen is out of anything, inform guests.
SECOND APPROACH
1. Serve beverages from the right side, with the right hand.
a. If it is not possible to serve from the right,
serve in whatever manner is least disruptive to guest.
b. Using positions numbers, ladies are served first.
c. Use cocktail napkins
2. After serving beverages, offer to take food order.
a. Ladies first.
b. Use position numbers.
c. Use suggestive selling techniques for first courses and side orders.
Direct guests attention to wine list or offer a specific bottle of wine.
Bread and butter service. (After Order before Appetizer) .3
THIRD APPROACH
1. Appetizers are served within 2-4 minutes from time ordered.
a. Using position numbers, ladies are served first.
b. Food is served from the left side with the left hand, or in whatever
manner is least disruptive to guest.
2. Immediately after appetizers are served, check for additional cocktails
and water refills, and cap ashtrays.
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FOURTH APPROACH
1. Clear appetizers after all guests have finished.
a. Remove from the right, with right hand, or in whatever manner is
least disruptive to guest,
b. Remove and replace used silverware.
FIFTH APPROACH
1.
Entrees are served within 8-10 minutes from time ordered.
a. Using position numbers, ladies are served first.

b. Food is served from the left side with the left
hand, or in whatever manner is least disruptive to guest
2. After entrees are served, offer additional beverages or bottle of wine and water refills
SIXTH APPROACH
1. 2 minutes or 2 bites after the food has been served, approach the table
and check for water refills and additional beverages, pour additional wine
from bottle if it was ordered, and cap ashtrays.
SEVENTH APPROACH
1. Clear entrees after all guests have finished.
a. Remove from the right, with the right hand, or in whatever manner is
least disruptive to guest.
b. Crumb the table, and remove and replace used silverware.
2. Suggest specialty coffee and dessert.
Recommend an after-dinner drink (at dinner), present dessert menu to
guests, and recommend and describe
1 desserts along with specialty coffee
EIGHTH APPROACH
1. Beverages are served within 3-4 minutes from time ordered.
a. Served from the right side with right hand, or
in whatever manner is least disruptive to guest.
b. Using positions numbers, ladies are served first.
2. Desserts are served within 4-5 minutes from time ordered.
a. Served from the left side with left hand, or in whatever manner is least
disruptive to guest.
b. Using position numbers, ladies are served first.
c. Served with appropriate silverware.
NINTH APPROACH
1. Check presentation
***The Check should remain in front of every guest the entire time they
176

are with us. Update and chnge it out whenever they order
something***
TENTH APPROACH
1. Payment process: once payment has been made, it should be picked up
and processed promptly, and the change or charge voucher returned
promptly to the guest.
Server/Bartender Basics
Key Elements
1. On Time
2. Appearance
3. Uniform Cleaned and Pressed
4. Good Posture on Floor
5. Hospitality
6. Aware of Guests Needs
7. Teamwork
8. Station/Sidework Completed
Service Points
1. Greet within 2 Minutes with a Smile
2. Suggest a Beverage
3. Describe/Recommend Special/Menu Items
4. Offer to Take Order When Beverage is Served (Except
Dinner)
5. Suggestive Sell
6. Food Served Properly (Not Auctioned)
7. Plates Cleared Promptly (All Guests Finished)
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8. Suggest Cappuccino/Espresso
9. Dessert Suggest Specific/Bring Menu
10.
Prompt Check Procedure
11.
Thank Yous
12.
Second Beverage/Suggest Refills
13.
Table Maintenance
Busser Basics
Key Elements
1. On Time
2. Appearance
3. Uniform Cleaned & Pressed
4. Good Posture on Floor
5. Hospitality
6. Aware of Guests Needs
7. Teamwork
8. Station/Sidework Completed
9. Communication Skills
10. Smile
Service Points
1. Greeting Guests
2. Water Service
3. Bread and Butter Service
4. Sidestands Stocked
5. Sidestands Neat and Organized
6. Prompt Bussing
7. Prompt Setting
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8. Silverware Handling
9. Silverware Clean and Polished
10.
Linens Good Condition
11.
Chairs/Banquettes Free of Crumbs
MANAGERS OPENING CHECKLIST

Manager ______________________________________
Date ____________________________________
1.
Upon arrival, survey exterior for trash, debris,

broken glass, windows, etc
2.
Check ice machines and coolers to be in good

working order.
3.
Check air conditioning/heat for temperature, set

thermostats.
4.
Check reservation book for special functions and/or

parties.
5.
Check register system, run cash-out report to verify

all daily readings are set at zero.
6.
Check register tape in all imprinters in kitchen, bar

and guest check printers.
7.
All lights functioning, set at correct levels, replace

bulbs if needed.
8.
All tables and chairs set in proper place.
9.
Check in with chef on duty.
10.
Be certain there are no kitchen, staffing, food or

equipment problems.
11.
Verify all staff members on premises are punched in.
12.
Read Managers Log Book REACT.
13.
Check receiving clip-board (or file) for all deliveries

scheduled for the day.
14.
Confirm banks are set up from previous shift.
15.
Complete bank audit, sign and keep sheet in audit

book.
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16.
Check floor for general cleanliness-closing shift

cleaning duties. Note any problems in Managers Log
Book.
17.
Check bar for cleanliness and check par levels.
18.
Prepare and make all necessary orders. Complete

purchase order for each order.
19.
KEEP THE SAFE LOCKED AT ALL TIMES.
20.
Prepare seating chart for shift and review

reservation book consider schedule of staff, assign
big party tables. Post copy of station map at host
station, back wait station and expediters station.
Review with opening host.
21.
Check bus stands for set-up, cleanliness and pars.
22.
Check that all service staff has arrived, dressed in

uniform on the floor and performing side work
duties.
23.
Issue bar bank to bartender.
24.
Review with chef todays specials and soup of the

day.
25.
Verify all specials or out-of-stock items have been

entered on the register system.
26.
Verify chalk boards are updated with todays

specials.
27.
Set all dining room lights.
28.
Turn on exterior signs and lights.
29.
Load sound system with daytime CDs. Turn on

music, set volume levels.
30.
Check mens and womens rest rooms verify clean

mirrors, spotless sinks, commodes and floor, stocked
hand soap, hand towels and toilet paper. Fresh
smelling (no bleach), use air freshener if needed. Set
hallway and rest room lights.
31.
Verify that all deliveries have been received. Make

calls if necessary.
32.
Check department opening duties:

____ Bartenders (bar-backs) ____ Hosts
____ Servers
____ Bussers
33.
10:30 : Complete line check with chef; taste all

product on line hot food hot, cold food cold.
34.
10:45 : Be certain valet has arrived.

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35.
11:00 : Unlock door inspect exterior of building. Be

certain its free of debris. Re-enter building through
the front door, with the eyes of a customer.
35.
11:10 : Conduct a positive and informative pre-shift

meeting with service staff.
MANAGERS CLOSING CHECKLIST

Manager ______________________________________
1.
After business has slowed, cut appropriate labor.

___ Servers
room
___ Bartender
___ Kitchen prep
2.
Date ____________________________________
___ Bus staff / dish

___ Host
___ Kitchen - line
Check with chef/kitchen manager to ensure all

ordering has been completed.
___ seafood
___ dairy
___ meat
___ produce
3.
Check server sidework and closing duties prior to

collecting check-outs.
4.
Restock all liquor to bar using pull sheets.
5.
Record all items issued in liquor running

inventory.
6.
Close kitchen (never close prior to posted closing

times).
7.
Close bar one hour after dining room is closed or

as business dictates.
8.
Once customers have left the building, lock front

door.
9.
Check restrooms to be certain they are empty,

clean and free of debris.
10.
Check remaining staff sidework and closing

duties. Collect all remaining server check-out
sheets.
11.
Close bartender comps, collect drawer and

complete check-out using a blind check-out sheet.
12.
Complete safe audit.

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13.
Make up bar bank for next shift.
14.
Turn off all sound equipment and cover amps and

boards.
15.
Have bartender clean and stock bar.
16.
Check the bar pars.
17.
Check out the bus staff closing functions:

Chairs and tables in correct place
Trash removed, receptacles sanitized nightly
Ashtrays cleaned
All glassware cleaned and stocked
All bus stations cleaned and stocked
All dust pans cleaned and hung with brooms
NOTHING LEFT ON THE FLOOR ANYWHERE
18.
19.
Run all register closing reports. Be certain there

are no open checks.
Check out kitchen with chef/kitchen manager.
Floor clean
Equipment turned off
Dish area cleaned and organized
Dish machine drained and cleaned
Walk-ins cleaned, products properly stored (wrapped and iced)
and locked
Back door locked and secured
All trash emptied and trash receptacles sanitized
nightly
Floor mats cleaned, sanitized and hung to dry
Employee changing room cleaned and organized
All brooms and mops hung, mop buckets emptied
and NOTHING LEFT ON THE FLOOR ANYWHERE
20.
Be sure all departmental nightly or weekly special

duties have been completed.
21.
Complete the managers check-out sheet.
22.
Balance check-out sheet, prepare and send credit

card report.
23.
Complete cash deposit, fill out deposit slip and

lock in safe.
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24.
Record daily sales information.
25.
Leave necessary notes for opening manager in

managers Red Log Book.
26.
Run daily labor report, adjust any employee

mistakes.
27.
Be certain safe is locked.
28.
Liquor room locked.
29.
Walk-in cooler, freezer and storage rooms locked.
30.
Leave managers office clean, trash emptied,

organized and locked.
31.
Secure and lock all exterior doors.
32.
Turn off all lights and labeled breakers.
33.
Set alarm, be sure to use proper code.
34.
Exit out of FRONT DOOR ONLY.
Managers Shift Change Checklist
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AM Manager
PM Manager
DONE
Date
ACTION
COMMENTS
After lunch business has slowed, cut

appropriate labor.
___ Servers
___ Bus staff / dish room
___ Host
___ Bartender
___ Kitchen - line
___ Kitchen - prep
Check that busser stays to restock stations
with fresh product, clean floors, restrooms.
Check that bartender sets up bar for PM shift
including ice, beer, garnishes, mixes.
Lunch service continues in bar area only.
Take all waitstaff checkouts.
Follow up on any outstanding notes or phone
calls from managers log book.
Review seating chart for dinner shift.
Review reservations for dinner establish
game plan.
Check bus-stands for proper set-up and
cleanliness.
Conduct any interviews between 2:00 PM and
6:00 PM.
Be certain that all service staff has arrived and
are properly dressed and on the floor
completing side work.
ONE
Tables and chairs aligned; silverware spotless.

ACTION
Review the following with the PM manager:
Opening and shift change checklist
COMMENTS
Notes in managers Red Book

Reservations and station map for PM shift
Staffing levels for PM shift
Dinner specials special cards, etc.
Pre-shift meeting topics
4:00 Program dinner special in register and
change from lunch menu.
Change music to up tempo CD through happy
hour.
4:30 - Conduct an informative and POSITIVE
pre-shift meeting.
4:40 Check mens and womens rest rooms:
___ Clean mirrors, faucets, sink and counter.
___ Clean floor and commodes.
___ Fresh smell.
4:45 - Conduct line check with chef/sous
chef/KM.
Check valet service to park cars.
5:00 Open dining room.
PM manager review seating chart and
reservation game plan with hostess.
AM manager issue bar banks to PM
bartenders.
6:00 - change music to a medium tempo CD.
After dinner period, change music to up temp
CD.
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BANQUET MANAGER CLOSING CHECKLIST

BALLROOMS
Carpets are completely vacuumed

Tables are positioned according to flip with appropriate centerpieces and chairs
If tables are stacked in ballrooms NONE leaning against the wall
Bars are completely clean, no standing water / clutter / food
All liquor / beer / wine is stored properly and locked away
All tray jax put away
Acceptable dirty linen is folded and saved as brunch fluff
Stereo cabinet clutter free and stereo is off
All tree lights are off
HVAC off
Ballroom lights are off
BAR CHECKLIST
UPON COMPLETION
Date:_______________________
Events:_____________________
Initials:_____________________
Closing Notes:
__________________________________________
Bar drawer counted and money turned in be sure to z out sales

Complete banquet bar slip
Sign & date everything
Register returned to storage
All empty bottles are removed and brought to back area
Bar glasses returned to kitchen
Bar top clean; under bar cleaned
Return wine & beer to room organize items
Open wine returned to main din.rm. bar
Return liquor to room . organize items
Return all opened juices to cooler with label including date opened & initials
During season, courtyard swept & all food / dishes removed
KITCHEN
Coffee machine is off and entire coffee machine and surrounding area is clean
All water pitchers are properly stored
All bottles are put to recycling bins
All trays are clean and placed back under the stereo cabinet
Back banquet kitchen area is clean and clutter free (no extra tray jax, fluff,
trays etc left near elevator
All silverware is clean and sorted (communicate with DR manager) assume
1 rack per 30pp
All extra cheese and butter chips stored in covered containers and returned to
186
Waiter TRAINING SCHEDULE This copy to be used by the trainer during training shift
then placed back in trainees folder.
TRAINEE NAME: ____________________________________________________________

DAY 1 1st Follow
DAY 2 2nd Follow
DAY 3 1st lead
DAY 4 Last lead
Date: ______________ Time:

________
Date: ______________ Time:

________
Date: ______________ Time:

________
Date: ______________ Time:

________
Trainer:
__________________________
Trainer:
__________________________
Trainer:
__________________________
Trainer:
__________________________
This is simply an
observation shift for the
trainee, no hands on just
yet. Make sure the trainee
stays close by your side at
all times so you can explain
everything your doing and
why we do it that way.
On this shift, you will begin

to let the trainee start
carrying trays, getting
drinks and breadsticks and
using the micros computer.
Make sure the trainee stays
close by your side so you
can explain everything your
doing. Let the trainee know
that on their next shift, they
will be doing everything on
their own with a trainer
following them!
This is the first shift that the

trainee will be the server.
The trainer will follow them
and make sure they are
following the instructions
that have been
communicated to them up
until now. Never leave their
side because they will have
many questions and still
need to be guided.
This is the last training shift

for the trainee. Be sure the
trainer watches and listens
to everything and guides
and corrects the trainee so
that they will be successful
on their own on their next
shift. Stay close to the
trainee at all times !!!
Uniform review
Punching in on Micros
Tour of facility
Review of company
policies
Let the trainee do these on

their own:
Watch closely at the

following:
Uniform review
187
The steps of service

Review floor chart &
table #s
Putting together a take
out order
Check station and why
Max # of guests per
station, why
Busser responsibilities
Hostess responsibilities
Review 86d items list
Review featured sales
items
Review server stations,
whats there
Hand washing, why,
where, when
Soups, garnish and
consistency
Breadsticks policies
Explain The Greet
Serve from the right,
clear left
When to order what
Carrying a tray properly
Dishwasher pit
maintenance
Glassware & silverware
placement
Review types of pastas
Uniform review
Review punching in and
out
Finding and cleaning
your station
Review steps of service,
again
Carrying a tray properly,
again
Explain The Greet
again
Pre-bussing and why its
important
Buss a table and reset
properly
Garnishing dishes
Utensils that go with
dishes, again
Tearing brown paper
table tops
Proper use of take
out/doggie containers
How to open and serve
bottle of wine
Opening a check on
Micros
Ordering items on
Micros, check 2x!
Closing out a check on
Micros
Uniform review
Punch in on Micros
Find your station, clean
your station
Check your station
Check in at hostess desk
Review 86d items
Greet tables
Sell orders and write
tickets
Anticipating customer
requests
Organize customer
requests, combine
Deliver items carrying a
tray properly
Garnish dishes properly
dishes
Close check on Micros
Closing your station
Rolling silverware
correctly & neatly
Dish pit maintenance,
placements
Cashing out
Evaluation form
completed by trainer
Punch in on Micros
Find your station, clean
your station
Checking your station
Checking in at hostess
station
Checking 86d items
Greeting tables
Up selling appetizers and
drinks
Opening & closing
checks on Micros
Understanding ticket
times
Keeping a good pace
with the orders
Carrying a tray properly
Garnishing dishes
properly
dishes
Anticipating customer
requests
Organizing customer
requests
Ability of selling desserts
Closing your station
Cashing out
Evaluation form
188
Review garnishing plates

dishes
Evaluation form
Rolling silverware
correctly & neatly
Carpet sweeping
Review Dropping The
Check
Evaluation form
Second try, if necessary, of

server test:
Passed
Failed, do you want
this job?
Last chance at the server

test:
Passed
Failed, no more
opportunities.
Take Server Policies and

Menu Test:
Passed
Failed, try again on
next shift
Mngr Reviewing:
___________________
Mngr Reviewing:
___________________
Mngr Reviewing:
___________________
Mngr Reviewing:
___________________
Waiter Induction Plan

NAME OF NEW HIRE: _______________________________
189
DATE OF HIRE: ____________________________________
__________
DAY ONE
COMPLETION OF PAPERWORK
COPY OF IDENTIFICATION
ORIENTATION
TOUR (kitchen, dry storage, basement)
REVIEW OF TEST #1
ORIENTATION
__________
__________
__________
__________
__________
trainer notes
__________
DAY TWO
REVIEW OF TABLE NUMBERS

REVIEW MENU
REVIEW OF SERVICE EXPECTATIONS
TAKE TEST #1
REVIEW OF TEST #2
FOOD TASTING
FIRST FOLLOW
__________
__________
__________
__________
__________
__________
190
o Menu Items Tasting

trainer & tasting notes
__________
DAY THREE
SECOND FOLLOW
MICROS TRAINING
CONTINUED REVIEW OF SERVICE EXPECTATIONS
CONTINUE REVIEW OF MENU
LEARN GARNISH & FIRE TECHNIQUES
TOUR OF FACILITY
TAKE TEST #2
REVIEW TEST #3
FOOD TASTING
191
__________
DAY FOUR
WINE & RUNNER SHIFT
MICROS TRAINING
CONTINUED REVIEW OF SERVICE EXPECTATIONS
LEARN GARNISH & FIRE TECHNIQUES
TAKE TEST #2
REVIEW TEST #3
FOOD TASTING
__________
DAY FIVE
LEAD SHIFT
FIRST LEAD SHIFT
192

CONTINUE TO LEARN GARNISH & FIRE TECHNIQUES
VERBAL MENU TEST
FOOD TASTING
__________
DAY SIX
FINAL LEAD SHIFT
SECOND & LAST LEAD SHIFT

FULL KNOWLEDGE OF MENU
FULL KNOWLEDGE GARNISH & FIRE TECHNIQUES
VERBAL MENU TEST
FOOD TASTING
193
WAITER EVALUATION REPORT

______________________________ :Position
Employee: ________________________________
________________________ :Date of Report
Manager: _________________________________
MONTH TO DATE SERVER RESULTS FOR THE MONTH OF _____________
194
CHECK AVERAGE
Servers Check Avg: $ ____________
Restaurant Avg: $ ____________
ABOVE
This servers check avg compared to the restaurants average is:
or
BELOW
TIP AVERAGE
SERVERS CHARGED TIP AVG: ________%
RESTAURANT AVG: _________%

ABOVE
This servers chg tip average compared to the restaurants average is:
or
BELOW
APPETIZERS SOLD
Tables Served: _______ Total appetizers sold: _______
Sell Rate %: _______
ABOVE
This Servers sell rate compared to the restaurants average is:
Restaurant Avg. ________

or
BELOW
DRINKS SOLD (including coffee, tea & soft drinks)

Tables Served: _______ Total drinks sold: _______
This Servers sell rate compared to the restaurants average is:
ABOVE

or
BELOW
DESSERTS SOLD
195
Tables Served: _______ Total desserts sold: _______
This servers average sell rate compared to the restaurants average is:
ABOVE

or
BELOW
TOTAL ABOVE: _______ TOTAL BELOW: ______
Employee scored 4 above average scores, great job!
Employee is at or above the restaurant average scores, please focus on improving your scores for next month.
Employee is being placed on probation for 1st
Mandatory termination for three consecutive months of scoring more than 2 below average scores.
2nd
evaluation scoring more than 2 below average scores.
MANAGER COMMENTS TO IMPROVE SERVERS PERFORMANCE:
X _________________________________ ________
X _________________________________ ________
Manager Signature
Employee Signature
Date
Date
Waiter Training Checklist

Employee __________________________________________
ACTIVITY
TRAINER
INITIALS
Date ___________________________
(first day of training)
EMPLOYEE
INITIALS
DATE
COMPLETE
D
ACTIVITY
OBSERVED
*
Review of Server Guidelines and

Responsibilities (in Server Training Manual)
Menu abbreviations test passed
196

Menu descriptions test passed
Food check writing
Ringing up order/operating POS
Bussing
Food running/delivery
Alcoholic beverage test
Responsible alcohol service policy test
Bar glassware
Bar garnishes
Liquor abbreviations test passed
Drink delivery
Bar check writing
Table numbers test passed
Guest check-backs
Assembling an order
Initial guest greeting
Suggestive selling/recommendations
Service during meal
Beverage refills/2nd orders
Recommending and serving dessert
Delivery of check
Timely closing of check
Good knowledge of sidework
Successful solo slow shift
Successful solo busy shift
Telephone procedures
Teamwork
197
* Activity Observed is dated when trainer observes employee performing activity in a satisfactory manner.
Signed by manager and primary trainer when training is completed.
__________________________________________________________________________________________________________
Managers signature
Date
Trainers signature
Date
198
Waiter Side Works Checklist
Week Starting
Opening Side work Functions
Station 1 Wait Station
MON
TUE
WED
THU
FRI
SAT SUN
Clean & wipe down wait station

Stock & ice down milk & cream
Stock sugar & sweeteners, coffee, decaf, tea,
bottled drinks
Stock glasses, straws, napkins, coffee cups &
saucers
Cut lemons & limes
Ice down garnishes
Brew coffee & tea
Have back-up beverage canisters and CO2 tanks
ready to replace empties
Server Station 2 Food To-Go

Area
Stock to-go area with to-go containers, napkins,
cups, lids, plastic silverware and to-go bags
Fold to-go plastic silverware with napkin, salt and
pepper packet, tie with rubber band
Insert to-go menus into to-go bags
Server Station 3 Tables

Take down chairs
Clean & wipe table tops
Clean & wipe chairs & booths
Align & straighten chairs
Check floor & sweep/mop if necessary
199
Station 4 Table Tops
MON
TUE
WED
THU
FRI
SAT SUN
Set tables flatware, glassware, napkin

Refill salt & pepper
Clean condiment holders
Stock sugar, sweeteners, ketchup, table sauces
Fold additional napkins
Clean & setup centerpieces (flowers / candles)
Place clean ashtrays on tables in smoking section
Station 5 Clean & Paper

Supplies
Place trash can is designated areas
Check restrooms for cleanliness & supplies
Dust lamps, shelves, picture frames in dining
room
Do minor cleaning; if more than minor cleaning is
needed, inform a manager
Stock printer paper, if backup rolls needed
Hostess Station
Clean & wipe down menus
Clean & wipe hostess station
Check entry/wait area floor, clean if necessary
Clean, dust surfaces in entry/wait area
Review SPECIALS
Review reservations book, note special requests
Stock kid items (crayons and game placemats)
All Stations
200

When your sidework is completed, assist other
stations with their work
Server Side work Checklist
Week Starting
Running Side work Functions
Stations 1 & 2
MON
TUE
WED
THU
FRI
SAT SUN
Keep wait station organized and clean

Maintain sufficient supplies, restock as needed
Stations 3 & 4
Keep to-go area organized and clean
Maintain sufficient supplies, restock as needed
Stations 5 & Hostess

Check restrooms for supplies and cleanliness
Wipes water from sinks in restrooms
Notify manager if restrooms need more attention
All Stations
Roll silverware
Make coffee and tea as required
201
Week Starting
End-of-Shift Side work (breakfast & lunch)
Stations 1 & 2
MON
TUE
WED
THU
FRI
SAT SUN
Wipe down and clean all wait station surfaces and

organize all condiments and supplies in proper
areas
Restock all condiments and supplies as needed
Stations 3 & 4
Wipe down and clean to-go area including shelves
and surfaces
Leave to-go area organized with all supplies and
utensils in proper area
Restock to-go area supplies as needed
Stations 5 & Hostess

Check restrooms before leaving for supplies and
cleanliness
Wipes water from sinks in restrooms
Notify manager if restrooms need more attention
Check and, if necessary, clean entry way / wait
area
All Stations
Clean, check and fill table condiments
Check and clean if necessary, tables, chairs,
booths and dining room floors
202
Week Starting
Closing Side work Functions
Station 1 Wait Station
MON
TUE
WED
THU
FRI
SAT SUN
Refrigerate milk & cream

Cover & refrigerate garnishes
Turn off coffee machine and clean empty coffee
pots
Clean exterior of coffee machine; wipe out the
filter basket with damp towel
Run hot water through tea machine to clean
Wipe down exterior of tea machine and clean filter
basket
Wipe down station surfaces & refrigerator
Clean drink dispenser spill pan and wipe down
outside of machine
Server Station 2 Food To-Go

Area
Clean to-go area including shelves and counter
top areas
Fold to at least 100 sets of to-go silverware
wrapped with napkin
Server Station 3 Tables

Wipe table tops
Place chairs on tables
Server Station 4 Table Tops

Remove all condiments from table tops
Put butter, lemons, creamers and other food items
in refrigerators
Wipe table tops
203
Station 5 Miscellaneous
MON
TUE
WED
THU
FRI
SAT SUN
Empty trash cans

Take bus tubs to dishroom
Assist other servers with unfinished sidework
Hostess Station
Collect all menus
Store reservations book
Clean & wipe down menus
Clean & wipe hostess station
Check entry/wait area floor, clean if necessary
204
Other
205
Kitchen Preparation Checklist

Current
Status
Policies & Procedures

Standard recipes are used to prepare all
products
Laminated recipe cards are organized,
easily accessible and kept in good condition
Photos of menu items are displayed in the
final prep area
Kitchen staff uniforms are proper and clean
Kitchen staff exhibits proper hygiene
standards
All employees wear slip resistant shoes
No cut gloves are available and used in
cutting areas and dish room, if needed
Quantities issued into production are
controlled and based on production pars
Frozen products are properly thawed
Prep tools are available in sufficient
quantities
Portioning tools are available and used in
preparation areas
Management regularly conducts portion tool
audits to verify proper tools are being used
Refrigerated products do not sit at room
temperature any longer than necessary
Bottles of sanitizing solution are plentiful
and used to keep prep surfaces clean
Prep cooks are trained to get the maximum
yield from products and minimize waste
Prep par quantities are based on current
business activity are evaluated regularly
Daily prep lists are prepared and posted
prior to each shift
Page 206
Action Required
To Be
Completed
By
Current
Status

Realistic standard prep times should be
developed and used to assign work
assignments
Prep cooks work in an organized manner
and clean as they go
Batch recipes are taste-tested before being
used
Portioning scales are used and are check
regularly for accuracy
No smoking or eating is allowed in prep
areas
Kitchen employees use beverage cups with
a lid and straw
The contents of kitchen trash cans are
regularly inspected by management
Containers of prepared products are date
labeled
Containers of individual portions are date
labeled
A system is in place to maintain sharp
knives and blades
Rubber scrappers are available and used to
get all the product out of empty jars, cans
and bowls
Staff members can not consume mistakes
At the start of each shift one person is
responsible for the safe utilization of the
previous shifts leftovers
At the end of each shift one person is
responsible for the collection and storage of
leftovers
A leftover report is prepared if quantities
exceed a certain amount
Line checks are conducted at the start of
Page 207
Action Required
To Be
Completed
By
each serving period
Current
Status

A system is in place to get hot food from the
kitchen to the tables HOT
A system is in place to get cold food from
the kitchen to the tables COLD
Expo maintains awareness of ticket times
There is a constant sense of urgency to
achieve target ticket times
Management is made aware of late tickets
Servers communicate to the kitchen through
expo
Quantities of key products used are
compared with quantities of key product
sales
Page 208
Action Required
To Be
Completed
By
Cleaning Checklist Kitchen & Storage

MONDAY
Wk 1
By
Haul all trash to dumpster
Dish
Clean all light fixtures
Dish
Clean stainless steel surfaces
Prep
Dust & clean all HVAC vents in all rooms
Dish
Clean ovens & Alto Shams
Grill
Clean fryers & boil out
Fry
Clean & organize the service refrigerator
Prep
Sweep all floors
Dish
Sweep under equipment on line
Dish
Clean & disinfect meat cooler
Grill
Pull & clean behind equipment on line
Line
Clean inside rotisserie
Grill
Clean & scrape grill
Grill
TUESDAY
Clean fryers & filter shortening
Clean & wipe all sinks
Scrub kitchen prep walls
Melt down & clean ice bins
Vacuum & sweep all floors
Sweep all floors
Pull & clean behind equipment on line
Clean & disinfect prep cooler
Scrub tile walls on line & prep area
Clean reach-in fridge & freezers
Page 209
Wk 2
Wk 3
Wk 4 Wk 5
WEDNESDAY
By
Wk 1

Clean filter & grates on all coolers
Defrost & clean ice cream freezer
Clean kettles & cookers
Clean & organize service refrigerator
Sweep all floors
THURSDAY
Wipe out reach-in refrigerators
Clean under the sinks
Clean & wipe all sinks
Clean all hoods & filters
Sweep all floors
Clean hood filters & grease catch
Sweep & wash rear sidewalks
Page 210
Wk 2
Wk 3
Wk 4 Wk 5
FRIDAY
By
Wk 1

Clean fryers & boil out
Clean kitchen windows
Sweep all floors
Sweep under equipment on front line
Clean reach-in fridge & freezers
Degrease floor, clean grout
SATURDAY
Clean beer keg & bottle storage area
Clean dry storeroom & metro shelving
Sweep all floors
Clean POS equipment & phones
Wash all walls & doors
Page 211
Wk 2
Wk 3
Wk 4 Wk 5
SUNDAY
Wk 1
By

Clean beer keg & bottle storage area
Clean dry storeroom & metro shelving
Clean POS equipment & phones
Sweep all floors
Clean hood filters & grease catch
Wash all walls & doors
Page 212
Wk 2
Wk 3
Wk 4 Wk 5

DAILY - STEWARDING CLOSING DUTIES
Dish Pit Steward
Run all dishes, pots and pans through dishwasher.

Turn off, drain machine and break down dish machine.
Machine is rinsed out and sqeegied.
Disposal is cleared out, trash removed from pit area
All stainless steel, dish area are wiped down and squeegied.
Machine wiped down clean, around and on top of unit.
Remove any misc. items from the top of the machine.
Wipe down the stainless steel and tile walls in the dish area.
All racks, bus tubs, etc are up off of the floor in dish area
Assist with trash dumping.
Check out with the kitchen closer or closing floor manager
Pot Sink Steward

Clean out and wipe clean the 3-Bay sink.
Spray down and clean with degreaser the spill sink.
Stack all the racks on the holding table to the right of the machine.
All plastic storage buckets are sent to prep kitchen.
All cleaning chemicals are on shelf under table next to reach in cooler.
All items removed from the corner by the spill sink.
Dump all trash.
Remove debris from floor drain and rinse.
Check out with the kitchen closer or closing floor manager.
Thursday
Mngr ________ date _____
Friday
Mngr ________ date _____
Saturday
Mngr ________ date _____
Sunday
Mngr ________ date _____
Monday
Mngr ________ date _____
Tuesday
Mngr ________ date _____
Wednesday
Mngr ________ date _____
WEEKLY STEWARDING CLEANING LIST

THURSDAY THE FLOOR MATS
Run all floor mats through the machine.
Thursday
Mngr ________ date _____
FRIDAYDAY THE DISH MACHINE

Intensive cleaning inside the dish machine.
Intensive cleaning front, sides and bottom of dish machine.
Intensive cleaning top, machine dials, hoses etc on top.
SATURDAY WALLS AND HOODS AROUND DISH MACHINE
Intensive cleaning of the walls around the dish machine, use
degreaser.
Wipe down all the hoods inside and out of the dish washer unit.
Wipe all walls near 3-Bay sink, use degreaser.
Mngr ________ date _____
MONDAY THE FRONT HALLWAY

Move all carpets, chairs etc. sweep and mop.
Put back carpets, chairs etc. after floor dries.
Page 213
Saturday
Mngr ________ date _____
SUNDAY THE SHELVES

Sort out, consolidate and organized dish storage area shelves
Scrub down the shelves and the wall behind the shelves.
Put all plates etc that don't go on the shelves where they go.
Friday
Sunday
Mngr ________ date _____
Monday
Mngr ________ date _____
Tuesday

Mngr ________ date _____
TUESDAY THE OUTSIDE GARBAGE AREA
Sweep and pick-up the trash around the picnic table area.
Sweep and clean up around.
WEDNESDAY THE DISH PIT AREA STAINLESS STEEL
Intensive underside cleaning of stainless steel, use degreaser
Intensive topside cleaning.
Clean and wipe clean all pipes, and disposal system under sinks.
Page 214
Wednesday
Mngr ________ date _____
New Hire Checklist

Employee Name:
Date Hired:
Position:
Location:
Paperwork Required
Employment Application
Interview Rating Form
Emergency Notification Sheet
Employee Information Sheet
Job Description
Drivers License Copy
Social Security Card Copy
Uniform Agreement
Employee Handbook Signed Receipt
Uniform/Equipment Signed Receipt
Training Manual Signed Receipt
Employee Permits (liquor card, health permit, food safety certification, if applicable)
.
.
.
Handouts/Other Items
Concept Statement
Employee Handbook
Employee Training Manual
Job Description
Uniform Issued
Equipment Issued
Issue Employee Number - #
.
Issue Employee Time Card
Medical Insurance Handbook & Signup Forms
.
.
.
Page 215
Orientation Checklist
1. Did you review our Orientation Manual and was it explained to you?
2. Was your wage explained to you and were you given a job description?
3. What is the policy on wearing name tags?
4. Where are employees permitted to park?
5. What entrances and exits must employees use?
6. What is the policy on removing items from the property?
7. Explain the time sheet policy used at Your Hotel?
8. What is the policy for calling in sick?
9. Where are employee's personal belongings stored?
10. When do employees have access to the storage area?
Page 216
11. What items cannot be brought to work?
12. Can employees be asked by management to open personal storage areas for inspection?
13. Where is the employee eating area?
14. When do employees get meal and snack breaks?
15. How much time can be taken for meals and breaks?
16. What do employees pay for meals provided by the catering department?
17. What is the policy on smoking and snacking when on duty?
18. Where is the smoking and snacking area on the property?
19. What is the policy on making and receiving calls at the property?
20. Are employees allowed to use recreational facilities?
21. Are employees allowed to use the lounge? When?
Page 217
22. What is the policy regarding employee's friends being on the property?
23. Are employees allowed to cash payroll and personal checks on property?
24. What is the procedure for taking time off?
25. What is the policy regarding staff meeting attendance?
26. How much notice must employees give before taking vacation time?
27. Are employees ever requested to change vacation times?
28. Are employees restricted from being in departments other than where they work?
29. Who on the property should be contacted when media representatives request information?
30. Are employees restricted in the type of information they may give to reporters?
31. What is the policy on discussing company business with outsiders?
32. Discuss emergency procedures to follow in the event of Natural disasters?
Page 218
33. Discuss emergency procedures to follow in the event of bomb threats?
Page 219
34. Discuss emergency procedures to follow in the event of building collapse or explosion?
35. Discuss emergency procedures to follow in the event of fire?
36. What safety regulations and requirements must employees adhere to when operating equipment on the job?
37. What should employees do if injured on the job?
38. What should employees do if they witness a guest injury?
39. List other policies of the hotel which affect employee performance.
40. Were Health and Safety Issues Explained? WHIMIS, First Aid Stations, Proper Work Methods
Accountant
Employee
Date
If items are not complete, this form is to be given to the General Manager. When complete it will be placed in the
employees personnel file.
Page 220
Department Orientation Checklist

Employee Name: _____________________________________________________________
Employee Number: ____________________________________________________________
Department: __________________________________________________________________
Date Joined: __________________________________________________________________
====================================================================
Please go through the orientation checklist with the new employee to

ensure that a systematic induction procedure has been properly carried
out.
Part 1: Department Related Knowledge
No
Is the employee aware of the

departments:
1.1
Vision, Mission and Values
1.2
Rules and Regulations
1.3
Executive Committee Member
1.4
Organizational Structure and

Communication Channels
1.5
Grooming Standards
1.6
Service Standards/Standard Operating

Procedures
Trainers
Name
Page 221
Trainers
Signature
Employees
Signature
Date
1.7
Job Description for him/her
1.8
Telephone Courtesy
1.9
Medical Visit Procedures
No
Is the employee aware of the:
1.10
Annual Leave and Sick Leave

Notification Procedures
1.11
Hours of Work and Shift Arrangements
1.12
On-the-Job Training Schedule*
1.13
Departments Fire Drill and Evacuation

Procedures
Trainers
Name
Trainers
Signature
Employees
Signature
* To attached training schedule duly signed by trainer and employee
Part 2: Staff Welfare & Discipline Related Knowledge
No
Is the employee aware of the:
2.1
Early Morning and Night Taxi

(if applicable)
2.2
Social Activities
Trainers
Name
Page 222
Trainers
Signature
Employees
Signature
Date
Date
2.3
Grievances Channels
2.4
Disciplinary Procedures
2.5
Accident Reporting
________________________
Signature & Date of Employee
__________________________________
Signature & Date of Supervisor/Manager
Note: Please attach the completed department orientation checklist with the employees
confirmation review form to HR Department.
Page 223
CONFIRMATION REVIEW
SECTION 1-EMPLOYEES PARTICULARS
Name
Position
Division
Department
Date Joined / Promoted / Transferred
Confirmation Date
Completed 3 days PIS: Yes/No

If Yes, please indicate dates: ________(Day 1)
_____________(Day 2) ____________(Day 3)
Department Orientation Checklist completed

and attached: Yes/ No.
If No, please state reason/s

under Section V
SECTION II-PERFORMANCE APPRAISAL
Check the appropriate box which describes the employees performance during the probationary
period. Please also include explanatory comments.
Meet Standards
KNOWLEDGE OF WORK
How well does he/she know the job?

Consider the prior or on-the-job training, experience,
familiarity with job, etc.
Comments:
QUALITY OF WORK
How well does he/she perform?

Consider how his/her work measure up to the Comments:
departments standards for accuracy, neatness,
thoroughness, completeness, etc.
QUANTITY OF WORK
Rate the amount of satisfactory and acceptable

Page 224
Need improvement

work produced by the employee.
Comments:
ATTITUDE AND COOPERATION
How well does the employee get along with

co workers and supervisors? Consider the Comments:
willingness to help others, work overtime
when required, attitude towards supervison,
etc.
INITIATIVE
How well does the employee make good

independent decisions and take steps to Comments:
complete work within limits of the job.
Consider the amount of supervision required,
new ideas proposed, etc.
SECTION III-OVERALL PERFORMANCE RATING
Check the appropriate box to indicate your intention to confirm, extend probation or to
terminate the service of the employee.
To Confirm
To Extend Probation
To Terminate
For any extension of probation period, HR must be informed immediately. Another review
should be done within thirty (30) days. The results of that session should be documented and
submitted to HR Department for necessary action.
Kindly indicate reason/s for extension of probation:
___________________________________________________________________________________
Target date for next review _____________________________
Page 225

SECTION IV -PERFORMANCE GOALS AND OBJECTIVES - Use this section to set specific
(measurable) performance objectives to be accomplished by the employee for the
next annual review.
SECTION V-OTHER COMMENTS
_____________________
___________________
Employees Signature Evaluators Name & Signature
_______________________
Dept/Divs Head Signature
Page 226
PERFORMANCE
REVIEW
Name
Job Title
This review is to be
completed annually
and returned to
Human Resources by
Location
Starting Date
Date Appointed to Present Position
Date of Last Review
Date of This Review
Name and Position of Appraiser
Page 227
Completing the Form

Guidelines
The Performance Review process should be based on open communication between

both parties, ie. Appraiser and team member. It is an opportunity for the team
member to discuss their performance as well as career aspirations.
As far as possible, team members should complete a self-assessment prior to the PR
meeting.
For front line team members, the benchmark is the Hotel Brand Standards.
As part of the PR process, the team member and appraiser must agree on a training
and development plan, identifying specific training the team member should attend
and the timeframe within which they should attend the training program.
Upon completion of the form, all parties must sign the form and a copy issued to the
team member to file in their record. The original copy is to be submitted to the
Human Resources Department and filed with the team members employment
record.
The Year in Review

What is the most memorable event that happened in your career this past year? Why is
this event so special?
What are the sources of satisfaction from your work? Sources of dissatisfaction from your
work?
Satisfaction.
Dissatisfaction
Rating Key
Constantly Exceeds Standard
++
Page 228
+
=
--
Often Exceeds Standards

Meets Standards
Below Standards
COMPETENCIES - OVERALL RATING

Please evaluate team members performance according to the criteria below,
taking into consideration the importance to the particular position:
-Service Excellence
Relation with guest
Friendly, courteous, helpful, positive and pro-active
behavior
Expertise
Has acquired sufficient job knowledge and technical job
skills to perform job responsibilities
Quantity of work
Has performed job responsibility in an efficient manner to
meet established standards
Quality of work
Standards are always met, exact and consistent
Teamwork/ Relationships
Relation with colleagues
Friendly, courteous, helpful, positive and pro-active
behavior
Relation with new team members
Play a role in making new team members feel welcomed
and at home
Co-operation
Demonstrates cooperation and involvement with interest
in other departments
We at Hotel
Shows genuine care and consideration for other team
members
Self Management
Self-confidence
Calm and assured, works well without supervision
Ownership
Takes responsibility for own work
Page 229
++

Coping with Challenges
Ability to work under pressure and demonstrates flexibility
Creativity
Contributes own ideas
Delivery
Initiative
Looks for assignments, proactive
Interest
Shows interest in work/ hotel in general
Problem Solving
Able to solve day-to-day problems independently
Self-improvement
Learns from past experience, seeks to improve
Basic Requirements
Communicating
Ability and willingness to pass on and receive information
Language Skills
Uses correct expression at all times
Personal Appearance
Cleanliness, hygiene, appropriately dressed for work
Punctuality/ Absenteeism
Reports for work on time, no unexcused absences
Professional honesty
Sincere manner, takes responsibility for hotel properties
For Front Line Team Members.

Please rate based on overall technical, behavioral & skills competencies for each relevant category. Refer to
specific performance examples to ensure an objective assessment.
.
Below
Standard
s
BRAND STANDARDS
Reservations
Reservations:
Friendly and efficient service with accuracy and
confidence
Front Desk
Hotel Arrival:
Guests feel comfortable, welcome and confident about
being in our hotel
Executive Floor Arrival:
Page 230
Meets
Standards
Often
Exceeds
Standards
Constantly
Exceeds
Standards

Guests feel specially recognized, welcome and confident
about being in our hotel
Hotel Departure:
Prompt and friendly service that gives guests the feeling
they have received value for money, and that we value
their business and feedback
Guest Service & Concierge:
Team members are in the know and guests feel
confident about their advice
Housekeeping
Guest Room Initial Condition:
Rooms that give the warm feeling of home away from
home
Guest Room Daily Service:
home
Guest Room Turndown:
home
Housekeeping & Maintenance Requests:
Professional service and request for privacy
Laundry & Valet Service:
Attentive, timely and careful handling of guests clothing
Hotel Public Areas:
Guests will enjoy the hotels tidy and comfortable public
areas
Food & Beverage

In-Room Dining:
Complete, well presented orders within the promised time
Breakfast Experience:
Prompt, friendly and efficient
Informal Restaurant:
A comfortable and relaxing experience with prompt
service and good food
Formal Restaurant:
Friendly service with memorable cuisine and environment
Bar & Lounge:
Relaxed and lively environment with attentive service
Business Centre Meetings

Business Centre:
Effective professional assistance with modern technology
Group and Meeting Enquiries

Group and Meeting Enquiry Handling:
Responsive assistance with emphasis on the guests
success
Other Departments & Services

Communications:
Page 231

All guests experience polite, efficient and modern
communications
Complaint Handling:
Professional response by team members who care
Common Courtesy Standards:
Never Forget the Person behind the guest
Strengths & Areas for Improvement

Provide a balanced overview of team members strengths as well as areas for
improvement.
Areas for Improvement
Summary of Performance (please tick appropriate box)

Contributes in an exceptional way and consistently exceeds job
requirements
Contributes in a proactive way and often exceeds job
requirements
Contributes positively and sometimes exceeds job requirements
Meets some job requirements, improvement required
Not meeting the requirements of the job. Schedule next review in
three months
Page 232
Career Aspirations
What are your career aspirations
Over the next 3 to 5 years
Personal Development Objectives

An individuals development objectives may relate to his present or anticipated future
role. He should either fill a gap in technical knowledge or address a behavioral or
capability issue. For each development objective, you should describe its purpose and
detail when it will happen. At the next review, its effectiveness should be addressed.
1.
2.
3.
Page 233
Team Members Comments

Comments on appraisal
Overall assessment of the job
Signed _____________________________________________ Date_____________________
Appraisers Comments
Signed_______________________________________________ Date ______________________
Next Level Manager

Signed
Date
DATE FOR FOLLOW-UP MEETING AND/OR NEXT EVALUATION:

Page 234
Grooming Standards
1) Shower or bathe daily
2) Use deodorant daily
3) Brush your teeth regularly and keep them in good repair
4) Keep your breath fresh
5) Use perfume/cologne spray; never use strong fragrances
6) Keep your hands clean; wash hands frequently
7) Keep your nails clean and manicured at all times:
a)
b)
c)
d)
Bright, flashy colors are not acceptable

No chipped nails
Use only one color on all your nails
Ornaments and decals are not permitted
8) Maintain regular haircuts and daily cleaning and conditioning of hair:

a) Keep a hairstyle which compliments your face shape and portrays business-like
appearance
b) No extreme hair color, two-tone colors or excessively styled hair
9) Guidelines for women:
a) Keep make-up conservative, no bright shades of lipstick or eye shadow
b)Touch up your make-up and hair throughout the day
Page 235
c) Visible body hair (i.e., underarms, legs) must be clean-shaven at all times
d) Keep shoulder-length or longer hair tied back, away from face
e) Small, color-coordinated hair ornaments may be worn
f) Hairpins, ribbons, bands are to be of a neutral color (brown, black, navy blue) or
color-coordinated with the outfit worn
10)
Guidelines for men:
a) Keep hair neatly trimmed; not to extend below the shirt collar
b) Keep sideburns well trimmed; not to extend below the ear. Keep them uniform in
width; no bushy or mutton-chop styles
c) Be clean-shaven at all times, no beards or goatees
Mustaches must be neatly trimmed, not of an extreme style and not to extend past
the upper lip. Mustaches can only be grown during periods of vacations or extended
time off
Appearance creates a positive impression to the guests

Take pride and great care in your personal appearance
Strict adherence to grooming and uniform standards must be maintained
Daily hygiene is followed; guests and co-workers are not offended by an
employees hygiene
Fragrances are used only to compliment the overall appearance, never

offensive to others
Hairstyles are to be attractive to guests and conservative, portraying a

business-like appearance
Tattoos are not to be visible at any time while in your uniform

Nail length not to interfere with daily activities
Page 236
Uniform Standards
Allow enough time to change into uniform before shift begins
Appear at the work station after neatly and correctly attired in
complete uniform
Cleaned in-house: Pick up uniform at ___ prior to starting time,
allowing enough time to change before shift starts. Return a
soiled uniform for a clean one
Wear underclothing at all times; keep it clean and changed daily
Footwear:
1) Wear closed-toe, leather shoes that are conservative in style and
color
2) Keep shoes polished and clean
3) Sandals, boots, thongs, tennis shoes, moccasins, platform shoes or
any other similar footwear are not acceptable
4) Consider safety and comfort when selecting shoes (i.e., non-slip
soles)
5) No run-down heels or holes in soles
Nametags/Badges:
Wear your nametag/badge on the upper left-hand side of your outfit at
all times:
1) Keep your nametag/badge clean
Page 237

2) If your nametag becomes worn in appearance or lost, notify your
supervisor for a replacement
Unacceptable jewelry:
1)
2)
3)
4)
Visible neck chains for men

Multiple bracelets
Dangling or flashy earrings
Earrings on men
Acceptable jewelry:
Earrings:
a)
b)
c)
d)
Gold, silver or pearl drop

Should blend with uniform/clothing
One earring per ear, in earlobe only
Not to exceed 1 in diameter
Simple rings (no more than two)

Wristwatch (simple and unornamented)
Bracelet (one):
a) Silver or gold tones
b) Not to exceed in width
Womens necklace (one)
a) Simple chain of silver or gold tone, or a strand of pearls
Wear a solid__ color belt with a conservative buckle

Avoid slouching with hands in pockets when in uniform or on duty
Men:
Wear basic, conservative and classic cut suits

Clothing/uniforms are to always be:
1)
2)
3)
4)
Clean, freshly pressed and well coordinated

Free of odors and stains
Free of rips, holes and tears
Properly fitted
Page 238
Clothing projects a business-like image to the guests

Entire uniform must be worn at all times
Uniform to be worn as determined by the manager (i.e., long sleeves
to be worn down and buttoned, not rolled up)
Jackets kept buttoned
Only issued uniform items worn (i.e., sweaters to be approved by
manager)
Items in pockets must not create a bulge or be visible
Nametags/badges must be worn at all times
Uniforms are not to be removed from the property
No pins or other jewelry allowed on uniform unless issued by

department or otherwise approved by local collective bargaining
agreement
Only issued uniform items worn (i.e., sweaters to be approved by

manager)
Items in pockets must not create a bulge or be visible
Nametags/badges must be worn at all times
Uniforms are not to be removed from the property
No pins or other jewelry allowed on uniform unless issued by

department or otherwise approved by local collective bargaining
agreement
Page 239
TELEPHONE HANDLING STANDARD PHRASES
The telephone is meant for bringing two people together not separating them.
People use a telephone when they need help. You call for the same reason.
The one question you need to ask yourself when you answer a call is, Was I of any help?
To an outsider YOU represent our Hotel. Long before your guest has come to visit you, he has received an impression of your
organization through you, so your telephone handling can either project a good image or a bad image of your organization.
Remember you are not talking to an instrument. You are talking to a person.
The only criterion to judge a good phone call is:

MAXIMUM HELP WITH MINIMUM PHONE TIME
Treat a phone ringing in your area like a person knocking on your door. Attend to it immediately, just as you dont keep your guests
waiting indefinitely outside your door.
At different times we all play three roles on the phone:
1.
CALLER One who makes the call.................................................................A
2.
CALLEE For whom the call is.....................................................................B
3.
RECEIVER One who answers the call (picks up the phone) .................................C
We have responsibilities under each role. The most responsible role is, perhaps, that of the receiver, because once you have picked up the
phone no one but you can possibly help the caller.
A phone transaction initiated by you answering the call is doomed or saved only by your telephone attitude. So the next time you pick up the
phone, give it the best you have.
DO NOT LIFT THE RECEIVER OF A PHONE

WITHOUT A PEN IN YOUR RIGHT HAND
1.
Possible Situation
Probable Answers
When the phone rings.
Good Morning, Our Hotels, How may I help you?

OR
Good Morning, Cafe, How may I help you?
2.
When you dont hear anything from the other end

after your announcement.
Repeat the above salutation twice and disconnect.
3.
When the line is faint or distorted.
Repeat the above salutation twice and disconnect.
Page 240
Possible Situation
Probable Answers
Do not say Hello, Hello as the party may only hear

your hello and not know if he has got through to Our
Hotels.
5.
When the caller re-clarifies, Is it Our Hotels?
Thats right, Sir, How may I help you?
6.
DO NOT PUT THE CALLER ON HOLD AFTER PICKING UP THE CALL. IT CONVEYS LACK OF CARING IN THE
FIRST 30 SECONDS AND LEAVES A BAD TASTE.
7.
If two calls come together.
Good Morning, Our Hotels, kindly hold on.
Attend to the other call.
Good Morning, Our Hotels, kindly hold on.
Revert to the first call.
Sorry to keep you holding, Sir. How may I help you?
Return to the second caller.
Thank you for waiting. I can help you now, Sir.
DO NOT PUT MORE THAN ONE CALL ON HOLD.

12.
When the call is for you
Good Morning, Shirley speaking, how may I help

you, Sir/Maam?
Dont ask Whos speaking unless you need it for
passing on a message, and certainly not at the
beginning.
14.
16.
19.
When the call is for callee AND HE IS PRESENT

a.
If he is right next to you
Kindly speak here, Sir OR please speak here, Sir,

[No wait is implied]
c.
If he in the next cabin? room or at the end of

the room
Kindly hold on Maam [8 10 seconds wait is

implied]
e.
If you are not aware of his exact location BUT

you know he is definitely present.
Kindly hold on, Sir. Let me locate him for you.

[This prepares the caller for a wait of up to 20-30
seconds]
When you are connecting calls:

To a secretary office
Connecting you to Mr. Nelsons
To departmental extension
Connecting you to the Personal department.
When the Extension is busy
I am sorry the line is busy, Sir, would you like to

hold on?
If the callee has an alternate extension.
Kindly hold on, Sir.
If he accepts your offer and waits
Switch to music.
Note - If it is an outstation call, you may intercept the call, if necessary.

After 20 seconds
Sorry to have kept you waiting. The line is still

busy.
Can someone else help you, Sir?
OR
Would you like to hold on, Sir?
If he chooses to continue to wait.
Switch to music.
OR
Revert every 20 seconds, two more times

OR
Page 241
Possible Situation
Probable Answers
The line is still busy.
If you get line free after a long time wait
Thank you for waiting, Sir. I can connect you now,

Sir.
INFORM THE RECEIVER OF A LONG WAITING CALLER

28.
31.
He is present but in conversation with a customer

and cannot be disturbed. Do not use the word
BUSY. It conveys that the callee does not have
time for the caller
He is with a client just now. I am his assistant OR

colleague OR senior (Give name and designation),
may I help you, Sir?
If you dont know when the meeting will get over, it

is your duty to call up and inform.
He is in a meeting which will get over in _____

minutes. This is his assistant, _____ speaking, May
I help you, Sir?
If you know he will not take more than a minute or

two minutes (maximum)
Would you like to hold on, Sir, he shouldnt take

more than a minute or two.
If you have to ask for the name of

because your boss needs to know
Certainly Sir. Who should I say is calling for him

please?
the callee
OR
May I speak to Mr Graf please?
REMEMBER never reply to a question with

another question. So, saying Certainly Sir is
important as it answers the callers question.
When callers give incomplete names
May I have your last name, Sir ?
For e.g. This is Suresh

It is incorrect to attach a Mr, Mrs, etc, to first
names. So Mr. Sanjay is incorrect, Mr. Graf is
correct.
When you receive the surname
Yes Mr. Watson, please speak here.
Please attach a Mr. / Mrs. to it.

When in doubt use Ms. for ladies.
35.
When the call is for the callee and he is ABSENT. Do

not just say Hes not in as it could imply many
things.
Clarify if absent is :
a)
not in the office
b)
not in the organisation premises
c)
not in the city
d)
not in the country
e)
if he is on leave and for what period
a)
If he is not in the office, but is in the

organization premises and the callees assistant
is present
Im sorry, Sir, Mr. ______ is not in the office Would

you like to speak to Ms. _____, his assistant ?
b)
If you hold a responsible post, you can try
Im sorry, Sir, Mr. ______ is not in the office, I am

________ (state your designation), his colleague.
May I help you Sir ?
c)
If your offer of help is declined do not let it bother you as you know that the caller wants to speak
only to the callee. Make this possible by collecting at least two things from the caller his name and
his phone number.
Repeat numbers after the caller carefully. Ask for

more than one number. If they are long distance
numbers clarify the country code, city code area
code. Also check when is the best time to call.
Very well, Sir if you leave your name and number,

I will ask Ms. Nair to call you back when she
returns.
OR
Kindly give me your number, Sir, and I will have Mr.
Roger return your call.
d)
If names are difficult
Kindly spell your name for me, Sir, so that I dont
Page 242
Possible Situation
Probable Answers
make a mistake while writing it down
If you cannot pronounce it
Kindly guide me on the pronunciation, Sir, I dont

want to get it wrong.
e)
Check sounds such as P, B, T, D, S, F, N, M, K, G

by asking
Is it P for Paris or B for Belgium, etc.
f)
If he leaves a common surname
May I have your first name, Sir ?
g)
If he leave his first name
May I have your last name, Sir ?
h)
Now that you have his name and number
COMBINE REPETITION AND ASSURANCE Very well,

Mr Shetty, I will ask Mr. ____ to call you on
3886112 as soon as he returns.
i)
If the callee does not return in 2 hours
Kindly revert to the caller and advise status- Im

sorry, Sir, Mr. _____ has not yet returned and you
had called for him at _____ hrs. Can someone
else help you ?
OR
As soon as he returns he will get your name and
number.
j)
How to leave a message regarding the callers

name and number
25-Sep-2005
10:30hrs
Dear Mr. Chavez,
Mr. Bill Clinton called re: sale of rockets to
Venezuela. PCB at 3886112 up to 1900hrs and at
6122534 after 190hrs.
Regards,
Nancy
48.
If there is no response from an important customer contact area for over five minutes, inform a senior
person in your company.
49.
Attend to transferring calls urgently, as people are usually made to wait interminable and get easily
annoyed.
50.
Use the language that the caller communicates in, if possible. If you are not familiar with the language
used, take the help of a colleague.
AT THE END DO NO DISCONNECT UNLESS THE CALLER DISCONNECTS.

REMEMBER, YOU DID NOT START THIS CALL, YOU CANNOT DISCONNECT IT.
Phrases to Avoid
Instead try
1.
One sec, Just a minute
Kindly hold on, Sir
2.
Ya
Thats right, Sir
3.
Sure, OK, Fine
Yes Sir, Certainly Sir, Very Well Sir, Right Away Sir
4.
What? What?
I beg your pardon, Sir
5.
Who?
Kindly repeat your name, Sir
6.
Hello
Good Morning, May I help you?
7.
Why dont you contact them directly? OR I have no

idea
Let me check out for you, Sir, OR, Let me find out
for you, Sir.
Page 243
8.
Why dont you call later?
If you leave your name and number, we shall call

you back.
9.
Whos speaking? OR, Whos that?
Who am I speaking with? OR, Who should I say is

calling, Sir?
10.
Your good name, please?
May I have your name, please?
11.
He is not in his seat
He is not in the office, Sir, May I help you?
12.
Note You dont have to shout if you dont hear

clearly
I cannot hear you, Sir. Kindly speak up please
Training Needs Analysis

Form
Name of Employee:
Department:
General
1.
Are you a new employee or a longstanding employee of the company?
2.
How long have you been in your

present job?
Confirmation of Current Duties

3.
Do you have a Job Description for

your job?
Yes
6)
No (Go to Q
4.
Is your job accurately described in the

Job Description?
Yes (Go to Q 14) No
5.A
If no, what extra duties do you do that need to be added to your Job
Description?
5.B
What duties are no longer part of your job and can be deleted from your
Job Description?
Page 244
Job Analysis
6.
Describe the tasks you regularly perform that are critical to carrying out
your job effectively.
7.
Describe the type of equipment you are required to use (for example,
keyboard, Touch Screen, tools of trade, etc).
8.
Do you require a high degree of

technical knowledge for your job?
9.
Yes
No
How do you work? Please circle

Alone
Part of a team
Other (specify below)
10
.
If you work as part of a team, do you perform the same of different work to
members of your team?
11
.
To what extent does your job require you to work closely with other people,
such as customers, clients or people in your own organization? Please
circle.
Very little
12
.
A lot
How much autonomy is there in your job, ie, to what extent do you decide
how to proceed with your work? Please circle.
Very little
13
.
Moderately
Moderately
A lot
How much variety is there in your job, ie, to what extent do you do
different things at work, using several skills and talents? Please circle.
Very little
Moderately
Page 245
A lot
Training Needs
14
.
To perform your current job: What training do you still need (either onthe-job or a formal course) to perform your current job competently (eg,
Excel, bookkeeping, English as a second language, etc)?
15
.
To perform other jobs in the organisation: What other roles in the

organisation would you be interested in doing if a vacancy became
available (eg, transfer to another section, supervisor position, etc)?
16
.
To perform other jobs in the organisation: What training or

experience would be required (eg, machine operation, negotiation skills,
Occupational Health and Safety Awareness, etc)?
Future Development Needs

17
.
18
.
What are your career aspirations?
What training or development do you need to help make this happen (eg,
external degree study, formal meeting procedures, leadership training,
etc)?
Recognition of Prior Learning

Page 246
19
.
What training have you attended within the last three years? (This will help
identify if any training sessions have been missed or if any refresher
training is required.)
20
.
What training or skills have you acquired outside your current job that may
be relevant to the wider organisation?
Action Plan
Agreed training and development to be provided over the next 12
months:
(Record the details of training courses, on-the-job experiences, buddy
systems or mentor arrangements, and include the recommended dates the
staff member can expect these to occur.)
Training
Date
Signature of Staff
Member
Date :
Signature of
Supervisor
Date :
Page 247
Training and Development Plan

Name: _________________________ Period: ___________________
Date: __________________
Signature: _________________
Training and development plan should include developmental activities, such as

mentoring, coaching or job transfer exposure, in addition to participation in specific
training programs.
Target/
Goals
How will these

goals be reached?
Person responsible for training

and/or developmental activity
Page 248
Period
(Start/En
d)
Measurable
Results
___________________________
___________________________
Manager
Employee
Hotel Employee Discipline Policy

Purpose:
To establish rules pertaining to employee conduct, performance, and responsibilities
so that all personnel can conduct themselves according to certain rules of good
behavior and good conduct.
The purpose of these rules is not to restrict the rights of anyone, but rather to help
people work together harmoniously according to the standards we have established
for efficient and courteous service for our customers.
Reasonable rules concerning personal conduct of employees are necessary if the
facility is to function safely and effectively. You will be kept informed of department
rules and changes to those rules by your supervisor or department head.
The company believes that you want to, and will, do a good job if you know what is
required to perform your job properly. Your supervisor is responsible for ensuring
that you know what is expected of you in your job. Further, it is company policy that
employees be given ample opportunity to improve in their job performance.
Policy:
Degrees of discipline are generally progressive and are used to ensure that the
employee has the opportunity to correct his or her performance. There is no set
standard of how many oral warnings must be given prior to a written warning or
how many written warnings must precede termination. Factors to be considered
are:
how many different offenses are involved
the seriousness of the offense
the time interval and employee response to prior disciplinary action(s)

Page 249
previous work history of the employee
Exceptions:
For serious offenses, such as fighting, theft, insubordination, threats of violence, the
sale or possession of drugs or abuse of alcohol on company property, etc.,
termination may be the first and only disciplinary step taken. Any step or steps of
the disciplinary process may be skipped at the discretion of [company name] after
investigation and analysis of the total situation, past practice, and circumstances.
In general, several oral warnings should, at the next infraction, be followed by a
written warning, followed at the next infraction by discharge. This is especially true
in those cases where the time interval between offenses is short and the employee
demonstrates a poor desire to improve his/her performance.
Penalties for Specific Offenses

Penalties for group 1:
First offense: Oral or written reprimand
Second
offense:
Suspension
or
termination
Penalties for group 2:
First offense: Suspension or termination
Group 1: Offenses include:
knowingly filling out time sheet of another employee
having one's sheet filled out by another employee, or unauthorized altering

of a time sheet
being tardy habitually without reasonable cause
being absent without notification or excuse
leaving your job or your regular working place during working hours for any
reason without authorization from your supervisor, except for lunch, rest
periods and going to the restrooms
disorderly conduct on company property
immoral conduct or indecency on company property

Page 250
leaving work before end of shift or not being ready to go to work at the
start of shift
interfering with the work of other employees
inefficiency or lack of application of effort on the job
violations of company policies outlined in sections of this policy manual
contributing to unsanitary conditions or poor housekeeping
imperiling the safety of other employees
malicious gossip and/or the spreading of rumors
Group 2: Offenses include:
gambling on company property
possession of narcotics, or consuming narcotics on company property
reporting for work in an intoxicated condition
responsibility for instigating fighting on company property
dishonesty or removal of another employee's property or company

property without permission
willful destruction of company property
insubordination (Refusal to perform service connected with an employee's

immediate supervisor or refusal to obey any reasonable order given by an
employee's supervisor or by management)
misrepresentation of physical condition or other important facts in seeking

employment
refusal to perform work assigned to an employee
absence for two consecutive working days without notification to the

company or without acceptable excuse
petty thievery
possession of firearms, fireworks or explosives on company property

without permission from management
Probation
You may be placed on probation in connection with the written warning for a period
of time determined by [company name]. Wage increases, vacations and transfers
will not be given during this period, but all other benefits will continue.
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Investigative suspension
An investigative suspension is a period, not to exceed three (3) working days, during
which time an employee is relieved of his or her job because of alleged serious
misconduct.
An employee may be placed on investigative suspension when it is necessary to
make a full investigation to determine the facts of the case, as in a fighting,
insubordination or theft incident.
If after the investigation:
discharge is warranted, the employee shall not be paid for the period of
investigative suspensionthe discharge shall be effective on the date of
the termination interview.
misconduct is determined, but not of a sufficiently serious nature to

warrant discharge, the employee shall receive a warning notice and forfeit
pay lost as a result of the investigative suspension and may be placed on
disciplinary suspension
if no misconduct is determined, the employee shall return to work within

the prescribed period and be paid for the time lost as a result of the
investigative suspension
Disciplinary Suspension
A disciplinary suspension is a period of not more than three (3) days and may be
given in addition to the investigatory suspension or as punishment for the violation.
The employee is relieved of his or her job assignment because of serious or
repeated instances of misconduct and shall forfeit pay lost as a result of the
suspension in situations where there is no specific instance of conduct that is so
outrageous that justifies termination but there is a pattern of conduct where the
employee has continually engaged in one minor infraction of the rules after another
and has received a documented verbal and/or written warning for rule(s)
infraction(s). Disciplinary suspension would generally not be used as a form of
discipline for employees with attendance problems.
Crisis suspension
A crisis suspension is given at the discretion of the supervisor when action must be
taken immediately.
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Discharge
When the employee is discharged as a result of a serious offense, or as the final
step in an accumulation of infractions for which a warning notice or notices have
been written, the employee will be discharged for cause instead of being given the
option to resign, be laid off, or retire.
Discipline Checklist
Follow these steps in exercising progressive discipline with an employee:
Before the Meeting
Arrange to meet with the employee privately. Do not discipline an employee in
public or in front of other workers.
Prepare for the meeting by reviewing your notes and files about both the specific
incident or problem in question and any past discipline taken, either verbal or
written.
During the Meeting
Explain to the employee why youve called the meeting if the employee doesnt
know already.
State the specific problem in terms of actual performance and desired
performance.
Review your progressive discipline policy/program with the employee, and
explain what steps have been taken already and what the next step is.
Give the employee a chance to respond, explain and defend his or her actions.
Acknowledge the employees story and be sure to include it in your notes of the
discipline session.
Tell the employee that you expect his or her behavior to change. Give specific
examples and suggestions.
Indicate your confidence in the employees ability and willingness to change the
behavior.
Have the employee repeat back to you or otherwise confirm that he or she
understands the problem and is clear on what changes are expected.
Explain to the employee that you will write a memo summarizing the session as
documentation.
Reassure the employee that you value his or her work and that you want to work
with the employee to make sure that he or she can continue to work at your
business.
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After the Meeting

Using your notes from the session, write a memo or other documentation that
summarizes the conversation.
If a written warning has been issued, be sure to give the employee the
opportunity to sign any documentation for the file.
Give the employee a copy of the document no later than the end of the day
following the conversation.
If the employee has other supervisors, distribute copies to them, but emphasize
that the information is confidential and not to be shared with anyone else.
Monitor the employees behavior and performance to make sure that the
problem has been corrected.
Discipline Documentation Checklist

After a discipline session, you will want to make some documentation based on your
notes. Use this checklist to make sure you include everything you need in your
documentation.
Verbal Warning
Be sure that all verbal warnings are documented in writing. They are a building
block to more formal warnings in the future. All documentation should include:
the employees name

the date of the verbal warning
the specific offense or rule violation
a specific statement of the expected performance
any explanation given by the employee or other information that is significant
Written Warning
A written warning is more serious than a verbal warning and represents a
progression in the progressive discipline process.
In documenting a written warning, include:
the employees name
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the date of the conversation
the specific offense or rule violation
references to previous conversations and verbal warnings about the problem
a specific statement of the expected performance
any explanation given by the employee or other information that is significant
a statement indicating your confidence in the employees ability to perform
properly in the future
the employees signatureif the employee refuses, include a note on the
signature line indicating your attempt to get the employee to sign and his/her
refusal to do so.
Employee Rewards and

Recognition
The guidelines for effectively rewarding and recognizing associates are simple:
1. Match the reward to the person.
2. Match the reward to the achievement
3. Be timely and specific
The programs should reflect the companys values and business strategy.
Associates should participate in the development and/or execution of the
programs.
The programs can involve cash, non-cash or both.
The programs should encompass variety
The programs should be highly public.
Some programs should have a short life span and be changed frequently. Keep
them interested!
Anniversary Card
Celebrate the Employees date of hire with an anniversary card. Include a gift.
If we want to retain our employees (associates) we must celebrate them. An
associate who has been with us a year and up is worth their weight in training costs,
so we should let them know they are special.
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Banquet Facility
Staff will be entitled to a 10% discount on all food purchases.
Bedrooms for Family

If an immediate family member is in need of a room, Your Hotel will offer to its
employees a special rate per night. This is subject to availability. This must be
scheduled through your Department Head and General Manager prior to their stay.
Birthday Celebration
A once a month property birthday party to celebrate every staff birthday that occurs
during the month.
Call-in Bonus
Have you ever been planning you day off and the phone rings and off to work you
go. It isnt a good feeling is it and you're the manager. How do you think a room
attendant or guest service representative feels. Not very Happy, I assure you.
I know a hotel where they go in when they are called. Why? They make their hourly
wage and a $ bonus for working on their day off.
Christmas or Holiday Season Gift

To assure that your family has a hearty meal, Your Hotel provides you with your
choice of a Turkey or ham during this important time of the year.
Christmas or Holiday Season Party

Plan a Christmas Party. If you cannot arrange it off-site, then have the Management
Team run the party and do all of the serving and clean-up.
Present the prizes for Housekeeper of the Year, Front Desk Employee of the Year,
Food and Beverage Employee of the Year and Employee of the Year. (Others as
required)
Cross Training Program

What does this mean? Quite simply, cross training allows every employee and
Page 256

manager the opportunity to spend a few days in any other department in the hotel.
You may already have an interest in that department or perhaps always wondered
"what exactly do they do?" The purpose of this exercise is to create a greater understanding of the daily challenges and concerns facing each department and to build a
higher level of appreciation and awareness for each other. The result will be having
a lot of fun and a stronger team.
So how do you get involved? This program will be ongoing and completely
voluntary. All you have to do is talk to your department head and they will set it up
with the department you are interested in. A minimum of two days will be required
for training in each department and you may cross train in as many departments as
you like. The only stipulation is that it must be approved by your department head
and it can not interfere with busy periods. You will receive your regular rate of pay
for the hours worked.
What's in it for me? Other than gaining a great deal of hotel experience, any
employee who successfully completes cross training in three departments will
receive a $ cash bonus from your hotel.
At the end of the year, providing more than 10 employees do the program, the
department with the largest percentage of cross trained employees will be treated
to a gourmet dinner Party, served by the Management Team.
Dry Cleaners
All staff will be entitled to a 30% discount on all dry cleaning. Dry cleaning left at the
front desk by 9 a.m. will be returned by 6 p.m. All bills must be settled in full at the
front desk before picking up the laundry.
Educational Cost Sharing

Educational grants will be available on the following basis:
Employees must be employed for a minimum of 3 months. The program selected is
to be pre-approved by your department head and the General Manager or Assistant
General Manager as being beneficial to your position. The hotel will reimburse the
employee a maximum of 50% of the cost or $50.00, whichever is less upon the
successful completion of the program.
Exceeed Guest Expectations Luncheon

Every four months Your Hotel will be reviewed by the Brand who will judge the
overall property cleanliness, property condition, and the knowledge of the Front
Desk staff. If the property meets or exceeds the second highest ranking,
management will invite all staff to a luncheon to celebrate the attainment of this
goal.
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Fathers Day
Fathers Day gift certificates
Halloween
Halloween costume contest and pumpkin carving contest. The guests are the
judges.
Happy Birthday
Every employee will receive a Birthday Card on the appropriate date. In addition,
each staff member who has been with the property for over 1 year will receive one
pair of movie passes.
Hotel Property Bookings

If an employee or their immediate family wishes to stay at any Name of Chain or
Property, there is an employee discount, depending upon availability. Outline the
discount and terms and conditions of the discount.
Local Attraction Tickets

Your Hotel has negotiated a special rate of $00.00 for you and your family at Name
of the Local Attraction. Arrangements are to be made with the Human Resources
Manager.
Manager of a Department for a Day

This will be an ongoing program
Each associate will have an opportunity to shadow a manager for a day.
Example: Candace at Your Hotel would be told she would be manager for the day
on Thursday of next week.
She will wear "Manager for a Day" button.

She will assist in assigning rooms.
Shadow inspection of rooms.
Communicate with front office and maintenance.
Assist in handling minor problems.
When possible attend staff meeting.
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Mothers Day
Mothers Day corsage or rose
Restaurant
If you have a property restaurant, staff are entitled to a discount of 20%. This
discount may be extended to immediate family members who join you.
If you are taking food from the restaurant during working hours (breakfast, lunch,
dinner etc, you will receive 40% off the price of the meal.
Restaurant Sunday Brunch

Once each year, staff members who have been with the Company for over 90 days
will receive a pair of Sunday Brunch vouchers for Our Restaurant. The vouchers will
clearly indicate that a gratuity of not less than $6.00 be left at the table. These
vouchers will be distributed throughout the year by department.
Accounting/Human Resources
Food and Beverage
Front Desk
Housekeeping
Maintenance
Sales
June
January
May
February
March
April
Service Awards
Service Award Employee of the Year
This Service Award will be given to recognize the employee (all employees except
Department Heads and higher are eligible) who best exemplifies the I Can Do It
attitude to our guests and fellow employees with a consistent outstanding level of
service over the course of the year.
Election Procedures
During the first week of November, ballots will be distributed to all employees.
There will be a seven day period for employees to submit their choice to the
Human Resources Manager with an explanation as to why they chose this
individual. Only in the case of a tie will the General Manager vote.
As winner of the Employee of the Year, the individual will receive the following:
1.
2.
3.
4.
A certificate
$ cash award
A weekend for two at the Name of Hotel, with breakfast & dinner.
A copy of the certificate will be copied to your personnel file
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Service Award Exceptional Service Employee Award
This service award is to be given to an employee who is going beyond what
could reasonably be expected in service to a guest, their fellow employee or to
the hotel. All submissions for this award must be made to the General Manager
who will have sole discretion in granting this award. The employee exemplifies
the I Can Do It attitude.
This award will also be provided to members of the Health and Safety
Committee who have served a minimum of three months on a yearly basis.
As winner of this award, the individual will receive the following:
1. A Certificate
2. Their choice of movie passes (2),
Our Restaurant Sunday Brunch (2).
Service Award Food and Beverage
Each quarter, through a vote of the F&B Management Team, a Food and
Beverage Award will be given. All Front of House and Back of House employees
will be eligible.
The criteria for giving the award include one or more of the following but are not
limited to:
The completion of all tasks in a timely and efficient manner

Exceeding the guests expectations or the expectations of your co-worker
The setting of attainable goals for yourself and the timely completion of same
Meeting or exceeding service, health and safety, grooming or training
standards
The individual winner will receive the following:

1. A certificate
2. A $50.00 cash award.
3. A copy of the certificate will be copied to their personnel file.
Service Award Housekeeping
Each month, through a vote of the guests of the property and a supervisors
evaluation of the housekeeper, a Housekeeping Award will be given. There must be a
minimum of 25 votes in total for this award to be given.
The individual winner will receive the following:
1. A certificate
2. A $50.00 cash award.
3. A copy of the certificate will be copied to their personnel file.
Valentines Gift
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Valentines Day box of candy.
Other Suggestions
Pizza parties/or free meals
Weekly raffles for prizes
Day-off scheduling flexibility
Clean and comfortable place to take breaks
Refrigerator in the break room stocked with soft drinks
Weekly or daily motivational meetings
Free week of child care
Wall of fame photographs
Positive comments from guests posted on a bulletin board
Personal note of thanks in the employees pay envelope
Employees birthday off with pay
Movie or sport event tickets for the employees entire family
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DUTY MANAGER OPENING CHECKLIST
Page 262
UPON COMPLETION
FRONT DESK
Reader boards up to date and clean.

Sections determined and mapped out.
Special reservation requests reviewed and managed.
Bathrooms, lobby and banquet lobby clean
Lobby tables and chairs organized and clean
Roses prepared for the evening.
Specials table ready and special entered into the computer
Host/Hostesses in dress-code and ready 15 minutes prior to opening.
Monday
Mngr ________ date _____
Tuesday
Mngr ________ date _____
Wednesday
Mngr ________ date _____

DINING ROOM FLOOR
All tables set for proper guest total

Fried Spaghetti on all tables
Candles lit
All tables and booths clean, centerpieces stocked, clean and set correctly
All side stations properly stocked and clean
Dessert tables prepared and nicely arranged (height/symmetry/candle)
Holiday announcements on each table
Busser station stocked (linen, rolls, dipping plates, oven / warmer on, take-out items)
Servers and bussers in dress-code and ready 15 minutes prior to opening.
Thursday
Mngr ________ date _____
Friday
Mngr ________ date _____
Saturday
Mngr ________ date _____
BAR
Glassware and Inventory stocked.

Register on with cash counted and detailed on checklist
Ice-bins full
Bar chairs straight, bar surfaces clean.
Tall bar tables arranged, chairs straight, candles lit
Bartender in dress-code and ready 15 minutes prior to opening.
Coffee machine on
Cheese graters stocked and cheese in zip lock bag on the line
Sections posted
86 board update with notes / 86 items
Oak room heat off (if on in winter)
GENERAL
Sunday
Mngr ________ date _____

Opportunities are usually disguised as hard
work. That is why not all people recognize
KITCHEN
Lights on and at correct levels

Music on and at correct levels
HVAC on and at correct levels
Outside lobby organized and swept
Less than 10 minute wait / Banquet Parking sign facing correctly
Reservation report run and at front desk
If Room C lights, music, HVAC and a/v ready, menus printed on ivory paper
Do we need parkers? (banquet or dr)
Do we need a runner?
Are we taking walk-ins? Time quoted?
Server Meeting notes ready, server meeting @ 4:45pm then posted.
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them.
DUTY MANAGER CLOSING DUTIES
Page 264
UPON COMPLETION
STAFF CHECKLIST
Busser Station closing / daily duties completed, initialed and dated.

Bar Station closing / daily duties completed, initialed and dated.
Hostess closing / daily duties completed, initialed and dated.
Server Side-work completed, closers checked and side-work cards returned to front desk.
Mngr ________ date _____
GENERAL CHECKLIST
All Staff is clocked out run a pre-close report in micros

All silverware is sorted, cleaned and restocked. Communicate w/Bqt.
All booths are wiped down and clean
Oak Room left unset, TWR and WR are reset w/silverware, plate & wine glass
All dirty linen is downstairs
Dish pit is organized, clean, and broken down. No more than 2 bus tubs of glass
All candles are out
All chairs are up (except Monday & Tuesday)
Wednesday all booths up, bar chairs up
Direct a proper reset after Rm C events (tables, linen, chairs & vacuum!)
If room C event, HVAC, lights, trees & lights off.
If daytime event in DR tomorrow, set per sales managers direction
CASH OUT REMINDERS
Cash out all servers/bartenders

Double count all money coming in and going out during cash-out
Gift Tender/Sold, House Charge, Comp and Coupons accounted for and separate from work.
Birthday coupons filled in by servers
Regular coupons initialed by manager
Room C / Banquet Events are attached to banquet sheets and separate from work
Cash out sheet is filled in entirely and initialed
Run report and double check cash out sheet totals
All money is counted by denomination and paired with calculator printouts to confirm
Drop work, report, beige box money and bar money into the safe
Closing manager is accountable for discrepancies
Monday
Tuesday
Mngr ________ date _____
Wednesday
Mngr ________ date _____
Thursday
Mngr ________ date _____
Friday
Mngr ________ date _____
Saturday
Mngr ________ date _____
Sunday
Mngr ________ date _____

Opportunities are usually disguised as
hard work. That is why not all people
recognize them.
FINAL WALKTHROUGH
All basement and office lights are off including coolers, freezers, boiler room
All kitchen lights are off
All banquet & dining room lights are off including Wine, Tower, Oak rooms, Specials table
Bathroom lights are off
Oak room heat off (if on in winter)
Dining Room and lobby HVAC turned off, double check ballroom HVAC
Coffee machines, heat lamps, dishwasher, ovens and stoves are off
Music is turned off, double check ballrooms
All doors are locked, double check office entrance
Wine room painting and fan is off
If winter, leave entrance heater on, turn ladies room heater off
FINAL CLEANING
All server sections are hokied (chairs moved, booths pulled out)
Busser station is swept & mopped
Bar is swept & mopped, trash removed
Lobby is swept & mopped, trash removed (lobby mop after all guests are gone)
Bathrooms are cleaned, trash removed
Banquet lobby is cleaned
LOOKING AHEAD
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Any servers have a bad night / good night or large party? Add to notes below
Any breakfast events tomorrow? Have the lobby, bathrooms and entrance presentable.
Reservations tomorrow any need to cut / add staff?
NOTES: (Issues w/guest or staff, good or bad. Rm C notes or general FYIs)
Page 266
Manager - Time Management Guide
This Guide is designed to support the training of Closing Managers and

Restaurant Managers
Key Elements of Managing the Shift

1
2
3
o Train the team on progressive closing

o Plan your schedules and monitor labor by productivity and ensuring breaks
o Follow the sequence guide checklist
Schedule for the main areas (recommend 3 closers, minimum)

1
2
3
1. Kitchen and Dish

2. Cooks Line
3. FOH and Dining Room
To Improve Effectiveness of Close

Ensure the RIGHT TOOLS, RIGHT PROCEDURES and the RIGHT GAME PLAN is in place:
1
o Develop your team (Managers and Team Members)
2
o Insist on training people correctly no short cuts
3
o Provide the necessary resources cleaning tools, chemicals and proper labor
o Expect high standards, do not compromise: use the number rating system on the
closing checklist to move your closing performance from fair or good to excellent
Manager's Time Management for Maximum Efficiency
4 hours before close:
1) Assign station checklist to appropriate team member/provide any feedback from opening
management (reinforce or redirect).
2) Set up game plan for one-on-one training with at least one team member to improve cleaning on
a station and work toward complete cross-training of each team member on the closing proficiency
chart.
1) Begin breaks - use the gaps on stations to cross-train the employees to fill in for each other.
2) Bring your clipboards near the front area to keep your eye on service and your paper work
organized.
3) Give the kitchen people their breaks first since they must do the heavier cleaning tasks the next
hour.
4) Pre-bundle cash from closing any dinner shift cash drawers.
5) Count dinner shift waste buckets.
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1) Follow up on all station stocking. Practice "clean as you go" on dishes.
2) Provide the front cashier their break first, so they can concentrate on finishing the dining room
when they come back.
3) Provide the last break before dining room closes so that when the dining room door locks, your
attention can be to monitor service as well as the closing tasks that begin one hour prior to lights
out.
1 hour before close:
1) Perform a thorough security check prior to locking dining room door.
2) Follow up on "one hour prior to close tasks" for each team member to ensure they are on track.
3) Count down all remaining cash drawers and take cash pull from Bar, pre-bundle money in safe.
4) Stay in service, but begin pre-counts on food inventory in 5-minute segments. For example, count
beef and chicken and check service. Then go back in walk-in and count specialty items, check
service. Never lose focus of service while pre-closing.
At Close
1) Perform thorough security check prior to turning lights out. Look for suspicious vehicles on lot.
Recheck security of back door.
2) Provide immediate direction on tasks to complete "post close" for each team member with time
requirements.
3) Count remaining waste.
4) Count remaining cash drawer immediately so cashier is free to complete all tasks.
10 min. post close check
1) All dishes must be cleaned within 30 minutes so broiler/stove parts can begin being washed after
30 minute cool down. This is a critical area to monitor for productivity and time management. The
sink can cause unnecessary delays and waste labor.
2) Count wrapped food prior to placing in walk-in.
20 min. post close
1) All dishes are being washed at sink.
2) The toaster/Panini press is cleaned
3) Your job is to count remaining food items and input counts into system.
30 min post close
At hour after close, check progress of team members:
1) Broiler parts should be coming off and over to the sink.
2) You should balance cash in safe after monitoring progress.
45 min. post close
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At 45 minutes after close, your goal is to be out on the floor again and monitor progress:
1) FOH person should be done with their area and helping out on washing broiler parts at sink.
2) Hoods should be almost done.
3) Your job is to begin following up on station tasks. All station requirements must be met prior to
starting on the floor.
1 hour post close
At
1)
2)
3)
4)
5)
6)
this time, your goal should be to have your team starting on floors:
FOH person sweeps.
Kitchen/Dish puts soapy solution on floors.
Cooks Line deck scrubs.
FOH squeegees.
Kitchen/Dish rinse mops.
Cooks Line begins clean up at tool station.
1 hours post close

Your goal after 21 days of practicing the sequence checklist and ensuring all tasks are met is to have
your team finished at this time.
21 days to make it a habit the hard work and follow-up will be well worth the effort.
Your Great Close will have a significantly positive impact on the success of your
Restaurant, your Team and Guest Satisfaction!
CONGRATULATIONS ON TAKING THE STEPS TO ENSURE A GREAT CLOSE
Weekly Management Duties

Page 269
11:55-12:00 (While driving into the parking lot observe)

Condition of parking lot? Litter, damage etc.
Dumpster areas, are they clean? Are the lids closed?
Sidewalks, clean of leafs etc.?
Back door closed when there are no deliveries?
12:002:00
Take care of anything you saw while driving in
Get with prep supervisor or KM regarding issues of the day
Read Red Book, make notes if necessary
Count safe and bar drawer, document safe count sheet
Turn phones on, take call-aheads to increase sales!!!!!!
Check results from previous day (sales, labor, liquor, survey results) what can you do to make them better?
Check projections for current day are they still accurate, check call-aheads from main office
Check line-up for the day, make adjustments and take care of call-offs
Call take outs from previous day to confirm 100% customer satisfaction
Take a quick look at the close from the night before, make notes and communicate
Take care of respective duties liquor orders, server performance analysis, schedules (GMs checking
schedules for the next week, costing out BOH labor, and FOH labor, preparing manpower staffing plan etc.)
Prepare well-thought-out shift meeting sheet with sales projections
Set up the from desk for a stress free successful night
2:003:30
Adjust thermostat for the evening to proper temperature
Schedule interviews, orientations, familiarize yourself with apps in progress etc.
Check to see how we are doing staffing wise for the week, dont wait till Friday Night!!!!
Cost out the nights labor projections, are they in line (BOH & FOH)
Visit with hotels, local business, schools promote daily promo (seniors, kids, college students, businesses)
Schedule feedback sessions with servers, schedule reviews with poor servers
Restaurant self-inspection, go through the checklists!
Get with prep to see how they are doing for time, send home if necessary
Continue answering phones/take call-aheads increase revenues!!!!!!
Organize your personal box, along with the rest of the office
Walk through dry storage, cooler, freezer etc, check stock and organization
Pick an activity/task that employees do and make it better (pantry, dish etc.)
FOH Pre-meal check which consists of:
Check restrooms, music, lighting, blinds, table readiness, chairs, openers duties, bar readiness,
lightbulbs, cleaning duties, delegate, answer phones make notes and follow-up
4:004:45
Thorough line check with KM make notations on line check that need follow-up, check for food rotation, check
prep sheets and ensure proper amount of food has been made for the nights projections
4:459:00
4:45 Server shift meeting, be sure to seek out and speak with later arriving servers personally
Greet the FOH staff, observe uniform standards, observe guest flow, no false waits
Host at door, ready with menus in hand
Observe timeliness of staff arrival, proper management for late arrivals
Communicate flow of guests to kitchen
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100% table touches

Observe for poor performance in service and food
Monitor ticket times, monitor food quality
Restroom checks being done hourly
Cut staff as needed
Open the door for as many guests as you can
9:00Close
Follow up on any unhappy Customers: Get names, address & return gift certificates?
Calculate the daily sales and labor costs, how well did you manage them today?
Weekly Management Duties

(While driving into the parking lot observe)
Condition of parking lot? Litter, damage etc.
Dumpster areas, are they clean? Are the lids closed?
Sidewalks, clean of leafs etc.?
Back door closed when there are no deliveries?
Before Opening
Take care of anything you saw while driving in
Get with prep supervisor or KM regarding issues of the day
Read Red Book, make notes if necessary
Count safe and bar drawer, document safe count sheet
Turn phones on, take call-aheads to increase sales!!!!!!
Check results from previous day (sales, labor, liquor, survey results) what can you do to make them better?
Check projections for current day are they still accurate, check call-aheads from main office
Check line-up for the day, make adjustments and take care of call-offs
Call take outs from previous day to confirm 100% customer satisfaction
Take a quick look at the close from the night before, make notes and communicate
Take care of respective duties liquor orders, server performance analysis, schedules (GMs checking
schedules for the next week, costing out BOH labor, and FOH labor, preparing manpower staffing plan etc.)
Prepare well-thought-out shift meeting sheet with sales projections
Set up the from desk for a stress free successful night
Adjust thermostat for the evening to proper temperature
Schedule interviews, orientations, familiarize yourself with apps in progress etc.
Check to see how we are doing staffing wise for the week, dont wait till Friday Night!!!!
Cost out the nights labor projections, are they in line (BOH & FOH)
Visit with hotels, local business, schools promote daily promo (seniors, kids, college students, businesses)
Schedule feedback sessions with servers, schedule reviews with poor servers
Restaurant self-inspection, go through the checklists!
Get with prep to see how they are doing for time, send home if necessary
Continue answering phones/take call-aheads increase revenues!!!!!!
Organize your personal box, along with the rest of the office
Walk through dry storage, cooler, freezer etc, check stock and organization
Pick an activity/task that employees do and make it better (pantry, dish etc.)
FOH Pre-meal check which consists of:
Page 271

Check restrooms, music, lighting, blinds, table readiness, chairs, openers duties, bar readiness,
lightbulbs, cleaning duties, delegate, answer phones make notes and follow-up
Line Checks
Thorough line check with KM make notations on line check that need follow-up, check for food rotation, check
prep sheets and ensure proper amount of food has been made for the nights projections
Throughout Dining Hours
4:45 Server shift meeting, be sure to seek out and speak with later arriving servers personally
Greet the FOH staff, observe uniform standards, observe guest flow, no false waits
Host at door, ready with menus in hand
Observe timeliness of staff arrival, proper management for late arrivals
Communicate flow of guests to kitchen
100% table touches
Observe for poor performance in service and food
Monitor ticket times, monitor food quality
Restroom checks being done hourly
Cut staff as needed
Open the door for as many guests as you can
Closing
Follow up on any unhappy Customers: Get names, address & return gift certificates?
Calculate the daily sales and labor costs, how well did you manage them today?
Daily Management Duties

Line Checks
Monday-Fridays
Begin at 4:00pm
KM or Kitchen Supervisor AND Opening Dining Room Manager
Complete by 4:45pm
Saturdays & Sundays

Begin afternoon line check at 11:30am
Done by KM AND Opening Dining Room Manager (less product for lunch)
Complete afternoon line check by 12:15pm
Begin dinner line check at 4:30pm
Done by KM AND Opening Dining Room Manager (more product for dinner)
Complete dinner line check by 5:15pm
Pre-Meal Checks
Monday-Fridays
Begin at 3:00pm
Done by Closing Dining Room Manager
Complete by 3:15pm
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Saturdays & Sundays

Begin afternoon check at 11:00am end at 11:15am Done by opening manager
Begin dinner check at 4:00pm end at 4:15pm Done by closing manager
Daily Manager Posts
Monday-Thursday: GM/AGM-Table Mngt & Front Desk, KM/Supervisor-On expo

Friday, Saturday & Sunday: GM-Table Mngt, AGM-Front Desk, KM-On expo
(Friday, Saturday & Sunday one employee is scheduled as a runner/expo to help KM)
Fridays & Saturday Nights
Set up front desk & lobby for busy night (pagers, wait sheets etc.)
Set up wine tasting trays, bottles and cups
Set up food tasting trays, toothpicks and napkins
Sunday Activities
New employee orientations

New employee training seminars
Organize training for the next week
Sunday Night Closing
Food inventory
Liquor inventory
Labor analysis
Revenue calculations
Profit analysis
Weekly re-cap (staffing, food, maintenance, etc.)
Notes for the Friday meeting to make the weekends more profitable
Page 273
Manager on Duty Report

Manager on Duty
Date
Shift: Evening Shift, 6:00 9:00 p.m.
Weather:
Front Office
Yes No Comments...
Read Duty Manager Book
Discuss any current problems with GSRs
Review Occupancy situation
Have all group blocks been released?
Has the Discrepancy Report been completed?
Are any rooms off-market? Get them back!
Have all 4 pm non-guaranteed reservations been
cancelled?
Has the internet been checked for reservations?
How many rooms are left to sell?
Shop competitive properties. What rates charging
tonight?
What rate are the GSRs selling?
Has the rate been set re-set to sell out?
If sold out, refer to:
Best Practices
Are courtesy calls being made?
Duty Manager to help!
If sport teams in-coming, are team forms being
signed?
If groups are arriving, have rooming lists been
entered?
For group blocks, have rooms been pre-assigned, keys
made?
Have all reservations been reviewed and entered
correctly?
Page 274
Has In-House Report (credit) been given to

restaurant?
Walk-Around
Front Desk, Lobby
Check in/out is efficient
Front Desk is organized and neat
Aware of any groups checking in/out
Is the lobby clean/neat
Back office clean/neat
Guest Rooms
Any dirty rooms to be left by
housekeeping
Clean and properly stocked
Plumbing operating
Yes No Walk-Around
Stairwells/Corridors
Clean of refuse, room service trays
Ice & vending areas clear & Operation
Emergency exits clear and well lighted
Fire fighting equipment in place
Storage doors locked
Pool clean, enough towels
Security Check
Any occurrence reports after 10 p.m.

Any lights blown or not operating
All key cards in place except those in
use
N.B.: Shifts run from 6 pm the day previous to the shift to 6 pm day of shift
1. Primary responsibility is seeing to the well being of the Hotel and its Guests.
2. Responsible for assisting (if necessary) in handling all guest complaints.
3. Responsible for assisting (if necessary) in handling all guest and hotel emergencies.
4. Responsible for ensuring that all hotel functions and function rooms are OK.
5. Responsible for walking the property once every two hours.
Page 275
Yes
No
MANAGEMENT INTERVIEW FORM

Position: _________________________________________
Applicant: ________________________________________
Interviewer: _______________________________________
Date: ________________________
BEFORE THE INTERVIEW - Select two questions to ask in each behavior dimension.
AFTER THE INTERVIEW - Review your notes, adding comments. Establish a rating for each competency
on the individual interview sheet. Transfer the appropriate rating below.
Scale
5
Exceptional
Better than Average
Fully Qualified
Less than Fully Qualified
Unacceptable
Administration
Communication
Interpersonal
Leadership
Motivation
Organizational Knowledge
Organizational Strategy
Self-Management
Thinking
Page 276
Rating
_____________
Capable
Weak
Overall Impression
Exceptional
Strong
Page 277
Very Weak
ADMINISTRATION
1. Give me an example of a time when you were effective in doing away with the ~constant emergencies
and surprises" in your work climate. How did your planning help you deal with the unexpected?
2. Tell me how you keep track of the multiple priorities in your current job. Give me an example that
demonstrates your ability to organize and maintain a system of records to facilitate your work.
3. Organizing and scheduling of people and tasks is a necessary function in managing a productive work
environment. Tell me about a specific work situation that illustrates your organization and scheduling
ability.
4.
Time management has become a necessary factor in personal productivity. Give me an example of a
time management skill you have learned and applied at work. What resulted from the use of the skill?
COMMUNICATION
1. What has been your experience in making presentations or speeches to small or large groups? What has
been your most successful experience in speech making?
2. Tell me about a specific experience that illustrates your ability to influence another person verbally. What
did you have to convince them of? How did you go about it? What was the result?
3. This job will require you to spend large amounts of time talking to others. When have you had to work in
this type of situation and how did it affect you?
4. Tell me about a time when active listening skills really paid off for you. Maybe a time when other people
missed the key idea in what was being presented?
INTERPERSONAL
1. The correct understanding of differences in personality can impact on work decisions, such as work
assignments, employee motivation and conflict management. Tell how your knowledge of personality
differences benefited your effectiveness.
2. Building rapport is sometimes a challenging thing to do. Give an example of a time when you were able to
build rapport with someone at work, even when the situation was a difficult one and the odds were against
you.
3. From time to time, all of us are confronted by someone who wastes our time Tell me about a situation like
that. What did you do?
4. Reading people can be an important skill. At work, when has your analysis of another's motives and
feelings paid off for you?
Page 278
LEADERSHIP
1. Tell me about a time when you had a subordinate who was not performing up to expectations or who had
poor work habits. How did you deal with that employee?
2. Building a team spirit to get results is often a very difficult thing to do. Tell me about a time when you had
your greatest success in building a team. What specific results did the team accomplish?
3. There is a big difference between being committed to an individual or to a team. Tell me about a time when
your commitment to a person was tested because of your commitment to a team. Explain what you did and
why.
4. Describe a time when you worked with others who did not work well together. What did you do and what
was the result?
5. Being able to change another person's behavior is a skill and a responsibility of managers. Tell me about a
time when you were successful in this area. What was the payoff for you, the other person and the
organization?
6. Sometimes we use the authority of our position to lead and sometimes we lead by example. Give me an
example of a time when you did each.
MOTIVATION
1. Give me an example of any specific time when you found it necessary to give long hours to the job. For
example, tell me about a period when it was necessary to take work home, work on weekends, or maintain
unusually long hours. Be specific.
2. We all have to make decisions on the job about the delicate balance between personal and work objectives.
Tell me about a time you had to make personal sacrifices in order to get the job done. Tell me about a time
when it was not possible to change a personal commitment to meet demands of work. How did you deal
with each situation?
3. Sometimes we feel a great sense of urgency to get short-term results. Other times we are more "laid back"
in our approach to work. Tell me about times when you used each approach.
ORGANIZATIONAL KNOWLEDGE
1. How long were you at before you felt comfortable in the job? Which parts took the most time or were the
most difficult to learn? Why?
2. Give an example of an assignment, which utilized your expertise in this field to the full extent. Describe
the task and what you did.
3. What certifications do you hold that are work related? Do you have the opportunity to be active in any
professional organizations? If so, which ones and what is your participation level?
4. Describe a time when you used tools such as survey data, financial reports or statistical data as important
Page 279

contributors in resolving a problem.
ORGANIZATIONAL STRATEGY
1. Give me five expectations of customers when visiting a restaurant and tell me how you go about filling
those needs.
2. Tell me about a situation where you had to manage severe financial outcomes. Detail, as much as possible,
the way you used policy and procedure to ensure your effectiveness.
3. Tell me how you go about maintaining the staffing in your unit. How do you plan for 12 months ahead?
4. Describe some specific procedures you use to keep your financial figures within budgeted targets.
SELF-MANAGEMENT
1. You have probably had a situation where you have worked really hard enforcing a new procedure and were
then told to change and to do things differently. How did you handle that situation?
2. Sometimes it is necessary to work in unsettled or rapidly changing situations. When have you found
yourself in this position? Tell me exactly what you did.
3. Tell me about the last angry customer you dealt with. Be specific about what the issue was and how the
issue was resolved.
4. At some time, we all deal with interpersonal conflict or rejection at work. Give me a time when you faced
these demands.
5. Describe a high-pressure situation you had to handle at work. Tell me what happened, who was involved
and what you did in terms of problem solving.
6. Give me an example of a time when another individual really tried your patience. Specifically talk about a
time when you were angry or frustrated and felt like fighting back.
THINKING
1. Give me an example of a project that you took on this past year that involved a great deal of planning.
2. Describe a tough decision you have had to make in the past 12 months. What was the process for decisionmaking and what was the result?
3. In many problem situations, it is often tempting to jump to a conclusion to resolve the situation quickly.
Tell me about a time when you did this and later wished you had not. What did you learn from this? Tell
me about a time when you resisted this temptation and thoroughly obtained all of the facts before coming
to a decision.
4. Describe a time when you were proud of your ability to use your mathematical knowledge or research
techniques to resolve a problem at work.
Page 280
Food and Beverage Controls Spot Check Report

Department:
Auditable Function:
Discussed with:
Date:
Question
Yes
No
Is Point Of Sale (P.O.S.) interfaced with Front

Office System (F.O.S.)?
If not, review the existing system (revenue

cycle) and make a note of observed control
weakness.
Does the person handling cash also have access

to print cash sales report?
If yes, perform cash count and tally it to cash

sales report.
In case of any cash Overage/ Shortage, verify

the same on next day with Income Auditor.
Are item prices per menu (F&B outlet)

matched with prices in P.O.S. system (reconcile
for some of the items).
Is daily listing of Void items prepared, reasons

explained and approved by the authorized
person?
Are the following applicable, tick the

respective boxes below?
100% Entertainment
Check
Officers
Band
50% Staff discount on F&B
Other
discount .%
Is prior approval obtained before giving

entertainment discount
Is unit staff listing with signature available for

reference in the outlet to ensure that only
authorized staff can sign officers meal check?
Are discount policies number available in the
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N/A
Comments

outlet for reference?
Select few tables occupied by guest for spot

check.
Are items served/number of persons on table

matched with the system open check and
manual KOT?
Are any open checks in the P.O.S. system pending for

settlement other than checks for the
occupied tables (Ask cashier/steward to print
the open check report)?
Check few on hand settled check with

cashier/steward against manual KOT.
Check the opening and closing time on few

settled checks and investigate the reason for
any unreasonable time difference.
Is access to change the mode of payment

restricted with restaurant manager/assistant?
If yes, verify the same to transaction

(applicable if such transaction occurred before
spot check).
Are items punched in open food/beverage key

correctly priced and marked on restaurant
check for identification?
Page 282
Food and Beverage Cost Control Checklist

Prepared By
Date
: _______________________
: _______________________
Reviewed By : ________________
Date
: ________________
Audit Steps
1. System Documentation
Document the procedures of the F&B revenue cycle for the

following:
restaurant (specialty/ la carte)

restaurant (buffet)
breakfast
lounge service
banquet & conference
bar beverage sales
room service
Evaluate the adequacy of controls.
Ensure there is a designated restaurant cashier and that guest

billing is mechanised.
Page 283
WP Ref.
Audit Steps
2. Guest Orders/Captain Orders
Ensure there is proper control over the guest or captain orders.
Ensure that the guest or waiter orders are serially numbered,

matched to the respective guest bill and are properly accounted for
at the end of each shift.
Determine whether the guest order is rubber-stamped by the

cashier before forwarding to the kitchen or bar to dispense the food
and/or beverage. Ensure no goods are issued until the chef or
barman is in receipt of guest order/waiter order stamped as
received by the cashier.
3. Guest Bills
Check the guest bills to the respective guest order and the menu
price of the items ordered. Ensure accuracy of billing.
Determine the procedures for posting bills to guest room charges.
Determine whether the POS system is linked to the hotel system.
4. Buffets & Lounge Service
Ensure the guest orders are controlled by the host or cashier as

opposed to servers.
Ensure the number of covers and table number is recorded on the

guest order prior to seating guests.
Ensure the guest orders are settled by the Cashier.
Ensure that the guest orders are serially numbered, matched to the
respective guest bill and are properly accounted for at the end of
each shift.
5. Bars
Perform a bar observation when you first arrive on property,

observe the following:
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WP Ref.
Audit Steps
-
Checks are presented to guests after the order has been

recorded in the register and prior to payment.
Room key or credit card is obtained from guests running a tab
6. Room Service
Ensure that the waiters dockets recording room service orders are
serially numbered and properly controlled.
Ensure the waiters dockets contain critical details like room

number, description and time of service and guests signature.
Ensure the waiters dockets are matched to the food release docket
from the room service kitchen and are properly accounted for at
the end of each shift
Test check the billings and ensure they are charged correctly to the
respective guest.
7. Voids
Observe and document the security of POS manager's keys for

processing voids. (i.e., key is not left in register, kept in drawer at
register, etc.).
If key controls are lax, expand testing by performing the

following: Obtain the final register reports for two days with voids
and perform the following:
Trace the void total per the final reports to the actual void
checks. Sight evidence of management review.
Review void tickets to ensure voids are adequately explained.
Page 285
WP Ref.
Audit Steps
8. Banquet & Conference
Review the reservation procedures.
Ensure detail banquet instructions lists are prepared prior to each

function. It should include the following:
-
weekly list of functions for staffing purposes and F&B orders;

daily list giving details of locations of functions, type of
function, the numbers attending and the manager dealing with
each function;
house list circulated to personnel dealing with items such as
special lighting, microphones, table linen, overhead projector
etc.
Select 2 banquets and review the correspondence between the

hotel and the banquet organiser noting the agreement of date, start
and finish times, number and price per person plus any fixed
charges.
Ensure the events were recorded on the Functions Diary with the
above details together with an analysis of the facilities required.
The entries in the diary should have an authorising signatues.
Each banquet should have a file where copies of the requisitions

from the relevant store is kept. The quantities should be reconciled
that recorded on the Functions Diary.
Review the usage of casual labour and the number of full-time or

part-time staff deployed for the banquet. Review the
reasonableness.
Check the correctness of billing.
9. Sale Of Swill (food scrap)
Determine how swill are handled.
Evaluate the adequacy of control.
Page 286
WP Ref.
Hotel Cost Control Checklist

Prepared By
Date
: _______________________
: _______________________
Reviewed By : ________________
Date
: ________________
Audit Steps
1.
a
Purchase
Quotation
Ensure vendors selected are approved by management.
Ensure vendor list is periodically reviewed by management.
Ensure purchase request is properly approved by user department.
Check quotations are obtained from vendors according to

corporate policy (monthly/quarterly/half-yearly update of price).
Match quotations with price comparison list.
Ensure vendors are selected based on quotations submitted and,

more importantly, on vendors past performance.
Ensure quotation selected is approved by purchasing manager.
Ensure cost plus vendor is approved by financial controller and

general manager.
b.
Purchase Order
Match purchase order to supporting quotation to ensure corporate

policy on selection of vendor is followed.
Ensure management has checked the estimated inventory level

Page 287
WP Ref.
Audit Steps
does not exceed the maximum inventory level. If exceeded,
customer order is needed to support the purchase.
Check estimated inventory level to past utilization rate to ensure

no over purchase.
Ensure that there are detailed recipes to facilitate efficient

ordering.
Ensure purchase orders are properly authorized by management

according to authority level.
2.
Receipt
Check goods received are supported by approved purchase order.
Ensure goods received are properly inspected for quality and

quantity/net weight by Receiver.
Check goods received to ensure expiry date of product is

acceptable.
Ensure fresh/frozen/chilled food items received are marked with

receipt date to alert kitchen staff of potential usage period.
Match invoice details to goods received.
Check casting of invoice.
Check posting to receiving report, inventory ledger and/or

accounts payable/general ledger.
Ensure goods rejected are returned to vendor with credit note

issued.
3.
Storage
Ensure the method and place of storage is appropriate for the item.
Evaluate that the storage area is secured from pilferage.
Ensure the shelves are strong enough for the product, allow air
Page 288
WP Ref.
Audit Steps
circulation and easy to clean.
Ensure all items are stored at an appropriate temperature

appropriate for the product.
Determine whether the storage area is clean and orderly.
4.
Usage
Ensure issues for storeroom are supported by approved stock

requisition.
Perform yield test for high cost food items to ensure actual
utilization rate as compared to standard utilization rate is
acceptable.
Ensure bottles and sales slips for high cost beverage items are
returned to storeroom to exchange for new issues of beverage.
Empty bottles must be destroyed by store personnel to avoid
duplicate issue of beverage.
Ensure portion control is properly exercised.
Check wastage to ensure no saleable portion is abandoned.
Ensure voided orders are not served to customers.
Review monthly wastage to ensure wastage (in amount and in

percentage) is acceptable.
5.
Cost
Ensure recipe and menu cost control is prepared timely and

updated every six months by Head Chef.
Ensure accurate costing before menu price is finalized.
Ensure all food and beverage portion/serving sizes are established

in conjunction with costing and pricing of menus. Observe what
comes back from the guests to determine whether the portion is
appropriate.
Ensure free pouring is properly monitored.

Page 289
WP Ref.
Audit Steps
Check food and beverage cost only includes costs incurred for
revenue generating activities. Costs incurred for non-revenue
generating activities (i.e. duty meal and entertainment) are treated
in accordance with the nature of the activity.
Ensure food cost percentage and beverage cost percentage, as

compared to budget and/or last year performance, is reasonable.
For significant fluctuation, explanation is required.
Ensure weekly food and beverage cost report has been prepared
for timely control of food and beverage cost.
Ensure management has reviewed the monthly and year-to-date

food cost percentage and beverage cost percentage.
Page 290
WP Ref.
DAILY HOSTESS STATION CLOSING DUTIES
Front desk is clean an organized.

Left over roses are placed in the downstairs prep cooler
Carpets are cleaned using the carpet sweeper
Front doors are cleaned of finger prints
Banquet Display Table is neat and clean
Sauce display is stocked and full
Reader boards for the next days events are posted
Maintenance closet is stocked with toilet paper and paper towels
Clean front patio of glassware and cigarettes
Clean / reorganize front and banquet lobby. Re-linen as necessary.
Pagers charging, surveys placed on charger
Specials table cleaned
Entire Lobby is swept, including entrance
Monday
Mngr ________ date _____
Tuesday
Mngr ________ date _____
Wednesday
Mngr ________ date _____
Thursday
Mngr ________ date _____
Friday
Mngr ________ date _____
Saturday
Mngr ________ date _____
Sunday
Mngr ________ date _____
HOSTESS STATION CLEANING LIST

MONDAY HIGHCHAIRS/BOOSTERS NO CLEANERS TONIGHT!!
**Change front desk and bathroom garbage. Thorough cleaning of bathrooms**
Wipe down all lobby & bar chairs
Clean highchairs and booster seats.
TUESDAY FRONT DESK / SURFACES NO CLEANERS TONIGHT!!
**Change front desk and bathroom garbage. Thorough cleaning of bathrooms**
Reorganize Front Desk, wipe down and organize, Clean hallway window ledges.
WEDNESDAY FILE FORMS CLEANING ASSISTANCE
Re-stock file cabinet forms (at least 20 of each) and organize
At the end of the day, roll up carpet in banquet hallway, Bar Chairs up on the Bar
THURSDAY Board Room
Completely dust and clean Board Room and Board Room windows.
Dust/clean bottles, ledge and front doors
Mngr ________ date _____
Tuesday
Mngr ________ date _____
Wednesday
Mngr ________ date _____
Thursday
Mngr ________ date _____
FRIDAY WALLS / DOORS UPPER SHELF

Clean and organize Coatroom. Items left longer than a month discarded
Page 291
Monday
Friday

SATURDAY SUNDAY PREPARATION
Clean Sunday Brunch Frames, trim brunch labels and place them in frames.
Clean highchairs and booster seats.
SUNDAY VACUUM OFFICES
Clean & Organize coat-room and polish rack (if winter coat racks are up)
No more than 4 highchairs necessary upstairs, extras go into banquet storage
Dust /clean bottles, ledges and front doors
Mngr ________ date _____
Saturday
Mngr ________ date _____
Sunday
Mngr ________ date _____
Page 292
Security Officer Checklist

1.
At the beginning of your shift, please come to the front
desk to obtain the key/keycard and post orders.
2.
Patrols must be done at least once each hour. Do exterior
and interior patrols of the hotel. For exterior, please ensure that
the parking lot is safe and secure with no unknown people
running around and making sure that all doors around the hotel,
including the restaurant are locked. For interior patrols, please
make sure that all meeting room doors and housekeeping rooms
are locked and that there are no people running up and down the
halls. Make sure all guest rooms are quiet and that they stay that
way. Please inform front desk if there is anything in the hallway
such as garbage that may cause a fire hazard or violation.
3.
At the end of each round, the Security Log must be filled
out with a brief description of the areas covered and anything
unusual that was found.
4.
Handle noise complaints in an orderly fashion. The hotel
has a no noise tolerance policy. If you notice that there is noise
in some guest rooms before a complaint is made, stop the
noise! Guests are to receive one warning only for noise. If you
have to go to a guest room more than once, you must tell them
that they will be asked to leave. Please follow through on what
you say. If you need help ask. If a guest has been asked to leave,
a hotel representative must be notified and they are to escort the
guest off property. If alcohol is involved, please notify the front
desk immediately.
a.
Any time there is an identified problem, the name of the
guest and their room number must be recorded.
b.
Any time an action is taken (such as removal of the guest
from the property) and Occurrence Report must be completed.
5.
There should be constant patrolling. At no time should
there be stopping at the desk to chat or should the patrol officer
be seen by guests smoking on hotel property. This does not make
for a professional appearance. Sleeping while on property is also
Page 293

not permitted. If there are two guards on duty, please make your
rounds separately, not together.
6.
Please ensure that all hallways are clear by midnight. There
should be no loitering or guests sitting in the hallways after this
time. Sports team groups are to be in their rooms by 10pm.
Children under 18 must be accompanied by an adult at all times.
Only people registered to a guest room can be in the guest room
after these times.
7.
Please report all complaints, noisy rooms, or potential
problems to the front desk. This is our only communication with
you so please check back often.
8.
Please assist front desk if at all possible. Not only do the
guests in the hotel, and the property itself, need to be safe, but
also the front desk team.
9.
Any deviance of the above will result in your immediate
dismissal and non-payment of any associated invoice.
Page 294
Safety Inspection Checklist

SEVERITY CODES: A Immediate Danger; B Likely to cause serious injury; C Likely to cause minor injury
ITEMS TO BE INSPECTED
OK
Parking Lots
1. Are lot surfaces free of tripping
hazards?
2. Is parking area well illuminated?
3. Is there a maintenance program to
keep the area free of ice and snow
(where applicable)?
4. Are sidewalks in good condition, free
of tripping situations?
Front Drive and Hotel Entrance
5. Is drive area in good condition, free of
tripping/slipping situations?
6. Are access lanes to hotel kept free of
parked cars to allow for the arrival of
emergency vehicles?
7. Are curbs or other types of elevations
painted or clearly identified to prevent
tripping?
8. Do entrance doors work smoothly and
are they free of sharp edges that could
cut or snag?
9. Are threshold plates secure and free
of protruding screws etc.?
10. Are solid glass doors marked with a
decal or some form of identification to
prevent guests from walking in to
them?
11. Do door closure devices work
Page 295
SEVERIT
Y
A B C
COMMENTS

smoothly and prevent the doors from
slamming shut.
Hotel Lobby Area:
12. Is carpet area free of snags, tears,
etc.?
13. Is floor in good condition and treated
with non-slip floor polish or some other
slip prevention means?
14. Is area free of obstructions that could
cause injury from tripping, slipping or
bumping?
15. Are such things as ash urns, displays,
etc., kept out of general traffic
patterns?
Public Areas
16. Are floors free of tripping situations?
17. Are fire exits clearly marked and are
fire exit directional signs illuminated?
18. Are stairs equipped with handrails
that are securely fastened?
19. Are stairs, ramps, etc. well
illuminated?
20. Are directional signs easy to read to
avoid confusion?
21. Is there a smooth transition from
carpeted areas to hard floor surfaces?
22. Are changes in floor elevations clearly
identified?
23. Are doors leading to service areas
identified with SERVICE PERSONNEL
ONLY signs?
24. Are restricted access doors kept
locked?
Banquet and Meeting Rooms?
25. Are rooms kept locked when not in
use?
Page 296

SEVERIT
Y
OK
A B C
26. Are fire exits clearly visible and fire
exit directional signs illuminated?
27. Are fire exits kept free of obstructions
such as table and chair setups?
28. Is carpet in good condition, free of
tears and snags that could cause
tripping?
29. Are electrical cords, etc. taped down
when used in meeting rooms?
30. Are meeting rooms inspected prior to
use by guests?
31. Are chairs and tables, riser platforms
and steps inspected prior to use? Do
they meet hotel safety standards?
32. Are risers or staging set-up against
walls or with railings to prevent guests
from stepping off the rear?
33. Are riser steps free of defects, secure
and steady?
34. Are service doors clearly marked to
avoid confusion with fire exits?
35. Are service doors identified for IN and
OUT directions?
36. Are ash urns, etc. kept out of normal
traffic patterns?
37. Are floors maintained during
operating hours?
38. Are entrances free of obstructions?
39. Is area well illuminated?
40. Are chairs/tables inspected regularly
to ensure steadiness?
41. Are fire exits clearly marked and are
signs illuminated?
42. Are bus areas kept clean and in good
order?
43. Are glasses stored away from ice
bins?
44. Is area inspected prior to opening?
45. Are children seats (high chairs)
secure and steady?
Page 297
COMMENTS

46. Are employees instructed to clean up
spills as they occur?
47. Are servers instructed to warn guests
about hot plates and food?
48. Are employees instructed in the
Heimlich Maneuver life saving
technique? Are instructional posters
displayed?
Kitchen Areas:
49. Is area well illuminated without the
existence of shadows and sharp
contrasts?
50. Are fluorescent fixtures protected
with plastic covers?
51. Is floor in good condition without
loose, chipped or broken tiles?
52. Is there an ongoing floor cleaning
program during operating hours?
53. Is area in good order free of tripping
hazards and obstructions?
54. Are electrical panels unobstructed
and clearly marked? Are they kept
closed?
55. Are hood systems, filters and ranges
clean and is a daily cleaning program
in effect.?
56. Are hood fire extinguishing systems
inspected at least annually as
evidenced by a dated inspection tag?
OK
57. Are manual fire extinguisher controls

accessible?
58. Are employees wearing low-heeled,
appropriate footwear?
59. Are walk-in coolers and refrigerators
at the required temperatures?
60. Are floors clean and free of defects?
61. Are floor drains in working order?
62. Is there a routine cleaning program in
affect?
63. Are pots, pans and other cooking
equipment inspected on a regular
basis?
64. Is other food processing equipment,
such as: grinders, slicers, choppers,
mixers, etc. inspected daily?
65. Are walkways free of obstructions and
congestion?
Page 298
SEVERIT
Y
A B C
COMMENTS

66. Are floor mats placed in wet areas
and in front of wash stations and are
they in good condition?
67. Do garbage disposals have rubber
guards that prevent flatware etc. from
entering the disposal?
68. Are stacking and storage areas kept
clean and orderly?
69. Is trash emptied regularly, or often
enough to prevent unnecessary build
up.
70. Are workers equipped with aprons
and gloves? Are rubber boots issued
for areas that are extremely wet?
Storage Areas:
72. Is floor free of defects and is it slip
resistant?
73. Are shelves sturdy with no evidence
of weakening?
74. Are heavy items stored on middle to
low shelves with lighter items on
higher shelves?
75. Is storage (stacking) kept at least 18
inches below sprinkler heads?
76. Are fire exits and aisles free of
obstruction? Are exits illuminated and
clearly marked?
77. Are employees trained in proper
lifting techniques?
78. Are there a sufficient number of
handcarts and lifting devices and are
they sturdy with good wheels?
GUEST FLOORS:
79. Are floors/carpets in good condition,
free of slipping and tripping situations?
80. Are fire exits clearly marked with
illuminated signs?
81. Are fires exit stairwells free of
obstructions and well lighted?
82. Do fire exit doors open freely and are
door closer devices working smoothly?
83. Are fire extinguishers inspected
regularly as indicated by a tag and is
their location clearly marked?
GUEST ROOMS:
84. Do door locks operate as they should?
85. Are evacuation instructions posted on
the rear of each guest room door?
Page 299
OK
86. Are the innkeepers statutes displayed

in a conspicuous location?
87. Are there any frayed, broken, taped
or spliced electrical cords?
88. Is bathroom outlet ground-fault
protected?
89. Is room carpet/floor in good condition,
free of tripping, slipping situations?
90. Is guest room furniture sturdy and
free of sharp edges, splinters or
protrusions?
91. Are guest room windows restricted
from opening so wide that children or
adults could pass through?
Security:
92. Are guest room keys inventoried
daily?
93. Are perimeter fire exits locked from
the outside to prevent unauthorized
entry?
94. Are employees instructed to alert
management to the existence of
suspicious persons or activity?
95. Are guests advised to lock valuables
in safe deposit boxes or in-room safes?
96. Are guests requesting additional room
keys after check-in asked to show
identification?
Swimming Pool:
97. Are pool rules conspicuously posted?
98. Are age limits strictly enforced?
99. Is the pool depth marked on the top
edge and side of the pool in both feet
and meters along with NO DIVING signs
or symbols?
100. Is the pool water chemically checked
daily and documented?
101. Is pool deck cleaned often and free
of tripping situations?
Page 300
SEVERIT
Y
A B C
COMMENTS

102. Is required equipment, life pole and
life ring, visible and within easy reach?
103. Is there a telephone at poolside and
is an emergency number posted?
104. Are provisions made that will keep
small children from entering the pool
area?
105. Is there a standard requiring hotel
staff to make frequent checks of the
pool area during all hours?
106. If a Jacuzzi is present, is the water
temperature set at a maximum of
102 F, checked daily and
documented?
107. Is water chemically checked daily
and documented?
Exercise Room:
108. Are rules conspicuously posted?
109. Are age limits strictly enforced?
110. Is the floor surface free of tripping
situations?
111. Is the equipment free of defects that
could cause injury?
OK
SEVERIT
Y
A B C
112. Are Out of Order signs posted on

equipment that is not working
properly? Is it scheduled for repair?
113. Does equipment have instructions
for use posted near or on each
machine?
114. Can area be secured?
116. Does a standard exist that requires
staff to make frequent checks of the
area?
Accident Investigation Report

WCB Number
Date of Injury
Exact Location of Accident

Time of Injury
Date Reported
Page 301
COMMENTS

Name of Injured Person
Date of Employment
Age
Home Address
Telephone Number
Occupation
Estimated Time Lost
Name of Family Physician
Address of Physician
Name of Hospital (if taken)
Address of Hospital
Describe clearly how the accident occurred.
What factors contributed to the accident?
What are the basic reasons for the existence of these factors?
Recommendations and corrective actions (has or will be taken to prevent reoccurrence).
Completion Date of Investigation
Senior Management Signature
Date Reviewed
Other Information
Investigated By
Management
Page 302
HSC
Date
Page 303

Your Hotel Accident Investigation Form
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
The Who, What, When, Where, How & Why of Accident Investigations...
Who?
Learn the names of all the people who were

What?
involved in or witnessed the accident, or who
witnessed events leading up to or following
the accident.
Talk to supervisors and other workers who do
the same kind of work that was involved in the
accident.
Be sure to write down names, addresses, work
location and phone numbers so that you can
get in touch later.
When?
Where? Describe the exact location of the accident.

Take photographs of the scene from several
angles.
Write down a brief description of what happened.

Include details of equipment or materials involved.
Include the name of any chemicals or other materials
involved in the accident.
Check the equipment for defects. If you are
unfamiliar with it, ask on of the witnesses to assist
in the examination.
Be sure to get the sequence of events right.
Write down the time the accident occurred to the
best estimate of the witnesses and those injured.
Note anything significant about the time, such as
just at shift change or first day on job.
Note weather conditions at the time, if relevant.
Page 304

Make a rough drawing of the scene and mark
the locations from which you took the photos.
Note exits, ventilation, lighting, vehicle paths
and other relevant information on the diagram.
How?
Describe the sequence - or sequences - of

events which led to the accident and your
presumed cause of the accident. Your first
idea about how it happened may change as
your investigation proceeds, but be sure to
record your initial impressions.
Write down the time of your arrival at the accident

scene - the lapse of time between the accident
occurring and the investigation beginning can make
an important difference in some cases.
Why?
This is the hardest question to answer, but it is the

reason for your investigation. Start with your initial
impressions, but dont stop asking questions until
you are satisfied that you know ALL the causes direct and indirect - of the accident.
Maintenance Tracking and Follow-up Report

Mainten. Date
Location
Slip # Issued of Problem
Problem Description
Page 305
Completed
By
Date
1. Maintenance Request Forms must be issued for all repairs

2. Every Maintenance Request Form must be entered onto this summary sheet
3. Items not completed by the end of the week must be entered at the top of next weeks sheet
4. Copies to be submitted weekly to the Executive Housekeeper and to the General Manager
Purchasing Checklist
Current
Status

Product specifications are available and
used in the purchasing process
Product specifications also include suitable
substitute products
Par levels have been established on all key
products based on current usage and
delivery frequency
Par levels are increased or decreased as
product usage / sales activity changes
Current product on hand and par levels are
used to determine ordering quantities
Purchasing personnel are not involved in
receiving procedures
If competitive bidding is used, quotes are
received over a fax machine
Freight charges are considered in the
bidding process
Electronic purchasing is used if possible
Factors besides price are considered, such
as quality, consistency, credit terms, local or
long distance warehouse, etc.
When requested products are not available,
vendors know to verify suitable substitute
Page 306
Action Required
To Be
Completed
By
products and prices

A prime vendor program has been
investigated and is in use if practical
If a prime vendor program is in place, it is
put out to bid at least annually
Quantity discounts are normally avoided,
unless there is a compelling case for
purchasing more product than needed
An approved supplier list has been created
& is in use
Current
Status

Value-added, pre-cut and pre-portioned
products are evaluated and considered
There is a written policy regarding what
purchasing personnel may personally
receive from suppliers
In an attempt to only work with reputable
suppliers, a credit report (D&B) and
references are checked before doing
business with a new supplier
The practice of purchasing products with a
company credit card has been considered
Page 307
Action Required
To Be
Completed
By
Receiving Checklist
Current
Status

Receiving functions are performed by a
trained hourly employee, not management
Receiving is performed by personnel not
involved in purchasing functions
Receiving clerks are aware of the potential
problems and loses associated with poor
receiving procedures and practices
Written specifications are available on all
products in the receiving area
Receiving procedures include:
Products and containers are inspected
for condition and quality
Products are inspected for consistency
with house specifications
Products are counted. Counts are
compared to the invoice and purchase
order (PO)
Products purchased by weight are
weighed; actual weight is compared to
invoice weight
Invoice prices are compared to PO
(quoted) prices
Page 308
Action Required
To Be
Completed
By
Discrepancies and problems are

immediately brought to drivers attention
A credit memo is prepared on-the-spot
for all products returned drivers
signature is required
Receiving clerks know that signing the
invoice is akin to signing a check
Receiving clerks communicate problems to
the appropriate manager daily
Receiving is restricted to the hours of
a
Current
Status
to

The receiving area is located near the
delivery door and is clearly defined
Deliver drivers access is limited to the
delivery area
The receiving scale is periodically checked
for accuracy
Packaging material such as ice, cardboard,
etc. is removed before weighing products
Receiving clerks daily post invoices in an
Invoice Log or similar report
Products checked-in are immediately
placed in the proper storage areas
New products are placed underneath or
behind existing products in storage areas
New products are date labeled as they are
placed in storage areas
The delivery door is locked

except when deliveries or
other such functions are
in progress
A system is used to accurately identify
individuals seeking access from the delivery
door
Page 309
Action Required
To Be
Completed
By
Management personnel regularly observe

the receiving process
Storage Checklist
Current
Status

Products are immediately placed in storage
after being checked-in
Incoming products are placed underneath
or behind existing products in storage areas
Incoming products are date labeled as they
are placed in storage areas
Storage rooms are arranged neatly to allow
for easy access and identification of all
products
High use items are given priority to quick
access locations
Storage areas are always neat and clean.
Employees are instructed to clean as you
go.
Only certain employee positions are allowed
access to storage rooms
Product is requisitioned out of storage areas
during specified times
Only enough product to satisfy production
requirements is issued from storage
Storage areas are locked unless product is
coming into storage or product is being
issued into production
Page 310
Action Required
To Be
Completed
By
Only managers have storage room keys

Employees must inform management to
obtain products needed from storage after
normal issuance times
A Shelf Life board listing all raw and
prepared products is prominently displayed
in storage and / or preparation areas
An effective product rotation system is in
place that includes dated labels on all
products and containers
Current
Status

Products are always issued and used on a
first-in, first-out basis
Smaller, expensive products are not stored
close to storage room doors
Potentially hazardous products (meats,
seafood, poultry, dairy) are stored, close to
fan away from the door
Refrigerated storage kept below 40 degrees
Freezer is kept at or below 0 degrees
Green, leafy vegetables are not exposed to
direct cold air blasts from the fan
Prepared products are never stored below
raw, potentially hazardous products
Separate thaw pans are used for beef,
seafood, chicken and pork
Produce is generally stored in the warmest
part of the walk-in cooler
Storage shelves are clearly labeled to
indicate product locations
All products are stored in covered
containers
Seafood containers are kept drained and
re-iced
No chemicals and cleaning supplies are
Page 311
Action Required
To Be
Completed
By
stored around food products

Inventory count sheet are arranged by
storage room in the same order products
are located on shelves
Competitor Review
Competitors Name
Reviewer
Location
Date
Distance from our restaurant
Day of Week
Number of Seats
Meal Period
Estimated Weekly Sales Volume
How this Restaurant Compares with Our Operation:

Listed below are a series of characteristics or features. Using the scale below, rate how this competitor compares to our
restaurant. A 5 means the competitor was much better than us in terms of that characteristic, a 3 means we are about
the same and a 1 means they dont do as good a job as we do.
Rating Scale: Compared to our operation, this restaurant was . . .
much better
3
about the same
Rating
1
not as good
Comments
Location convenience
Parking accessibility
Overall atmosphere
Dining room dcor
Noise level
Seating comfort
Maintenance of interior
Restaurant cleanliness
Restroom cleanliness
Page 312
Amount of time to take order

Amount of time for food delivery
Friendly employees
Responsive service
Employee uniforms / dress
Promotional activities
Ease of reading menu
Menu variety
Variety of healthy options
Overall quality of food
Overall quality of beverages
Taste/flavor of appetizers
Taste/flavor of main dishes
Taste/flavor of side dishes
Taste/flavor of desserts
Signature/unique items
Portion sizes
Food freshness
Hot food hot
Variety/quality of kids menu
# of Menu Items / Price Ranges:
Appetizers
from $
to $
Soups & Salads
from $
to $
Sandwiches
from $
to $
Side dishes
from $
to $
Entres
from $
to $
Desserts
from $
to $
Coffee drinks
from $
to $
Specialty beverages
from $
to $
Does this restaurant offer orders to go, delivery or catering?

Does this restaurant have banquet facilities?
Page 313
If so, attach menus.
The 3 top things this restaurant does well that we should try to emulate are:
1.
2.
3.
Additional comments/explanations:
Competitive Rate Analysis

Date
Hotel
Name
Rack
Corporate
Senior
Government
Weekend
Contract
Promotional
AAA/CAA
Page 314
Company Account Profile

Potential Volume
Account Name:
Salesperson
Primary Decision Maker, Name
New/Existing
EMail
Telephone
Division/Department
Title
Address
City/Province/Postal Code
Annual Room Night $ Potential
Current Hotel Capture %
Relationships:
DECISION
MAKERS/INFLUENC
E
Area Of Influence
NAME/TITLE
Page 315
Key Information
Page 316

Company Profile
What we know about the company/organization and its business objectives

Industry:
Subsidiaries/ Parent Company:
Headquarters:
Credit Rating:
Private /Public:
Key Competition:
Key Clients:
Products /Services:
Short Term Goals:
Long Term Goals:
Mission:
Major Challenges:
Current Market Conditions for their Product s/Services:
Page 317
What we know about the clients needs, buying patterns
Other Hotels:
And Why:
Past Experience:
Our Hotel:
Major Satisfiers:
Major Dis -Satisfiers
Opportunities
Page 318

Client Profile
What we know about the clients and their objectives

Birthday :
Hometown:
Physical Characteristics / Conditions:
Education (Where/When Graduated):
Honours /Degrees:
Organizations:
College Sports Activities:
Military Service (Where/When/Rank) :
Marital Status:
Kids (Names /Age):
Previous Jobs /Employers:
Professional/Trade Organizations :
Long Range Professional Goals:
Community/Civil/Religious/Political Activities:
Likes /Dislikes:
Preferences / Hobbies:
Vacation / Recreation:
Page 319

Action Plan
What is our goal for this account this year? _________________ _________________ _________________
Room Nights
ADR
Room Revenue
What we are doing to develop the business relationship:

Action/Activity
Objective
Page 320
Date to Evaluate Results
Credit Application Form
Name of Company
Address: Suite and Street
Telephone
City
Fax
Province
Postal Code
Province
Postal Code
Contact Person
Name of Parent Company
City
President
Controller

Name of Bank
Account Number
Telephone
City
Fax
Province
Postal Code
Contact Person
Credit References:
Name of Company
Telephone
City
Fax
Province
Postal Code
Contact Person
Name of Company
Telephone
City
Fax
Province
Postal Code
Contact Person
Name of Company
Page 321
Telephone
City
Province
Fax
Postal Code
Contact Person
PST Exempt / Exemption #: _________________
GST Exempt / Exemption #: _________________
In signing this credit application, we acknowledge that the terms of payment are due upon 30 days.
Failing to meet these terms will result in suspension of direct billing privileges until the account is paid in
full.
Authorized Signature:
For Office Use Only:

Approved Declined
Approved By
Date
Credit Limit
Pre-Shift Meeting Checklist

Prepared By: _____________________________ Date: _______________________
_____ House Count
Arrivals
_____
Available Rates _____
_____ Daily Group Information
Arrivals
Billing Information
Rates
Special Notes
2
Arrivals
Billing Information
Rates
Special Notes
_____ V.I.P.'s and Special Requests
_____ New Policies or Memos
Page 322

_____ Any mistakes that have happened by staff or managers
_____ Any general discussion information
Notes:
Sales Call Report

Type Of Call:
Personal
Today's Date:
Telephone
File No.:
In-House
Trace Date:
Other
Salesperson:
C.C.:
Name of Organization
Contact, Title
Other
Address
City/Postal Code
Telephone
Fax
E-mail
Do You Use Hotels:

Accommodation
Do you use Brand Hotels?
If not, why not?
Meetings
Meeting Frequency
Attendance
Banquet
Banquet Frequency
Attendance
Other
Specify
Page 323
Comments (Including Purpose of Call):
Action Required/Follow-up:
Mailed Info Package:
Made Appointment:
Follow-up Date:
By Phone
Weekly Sales Report
In Person
Week Ending:
Sales Appointments This Week:

Company
Contact
Day/Time
Room Revenue Booked This Week (5+ Rooms):
Page 324
Call Goal
Company
Contact
# Rooms
# Nights
Average Rate
Total Room Revenue
Day/Time
Call Goal
Average Rate
Total Room Revenue
Sales Appointments Next Week:

Company
Contact
Lost Business:
Company
Contact
Special Projects This Week:
# Rooms
# Nights
Special Projects Next Week:
Page 325

Hotel Checklists

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Hotel

Front Office Guidelines

House Keeping Guidelines

Food and Beverage

Buffet Service Guidelines

Mini Bar Guidelines

Employee Rewards and Recognition Programmes

FRONT OFFICE GUIDELINES

Foyer/lobby is well lit, fresh and inviting

To offer friendly, knowledgeable, helpful and efficient assistance in making

Telephone to be answered within three rings

Callers name used at least twice during all telephone calls

Guest history is checked and referenced for repeat guests

Written confirmations are sent out within same business day

Minimum of one staff member to be present at the desk at all times

Eye contact is immediately established with all arriving guests

Guest name used frequently

All details of guest requests recorded

All cashiering transactions recorded within one hour of receipt

Guest greeted by name and room number reconfirmed

To handle all calls sincerely, professionally, and accurately.

All calls answered within three rings

Do not disturb available and implemented as requested

Messages taken professionally

All details for wake up calls to be accurately recorded

Incoming facsimiles to be recorded, placed in envelope and delivered within 15 minutes

Call charges for guests competitively priced

FRONT DOOR AND

Doorman provides eye contact with guest prior to car stopping

Curbside neat and clean

All luggage items counted and verified with guest

MAIL AND PACKAGES

All incoming mail and packages delivered within 15 minutes

All hotel cars maintained in an immaculate condition

CARS PROVIDED WITH

1 Was the telephone answered within 3 rings or 10 seconds?

2 Did the employee answer the phone with the appropriate

3 If caller is put on hold did it not exceed 30 seconds?

4 Was the background free of any noise or disturbances?

5 Did employee confirm date in and date out?

6 Did employee offer information on full range of room types

7 Did employee describe the difference between room types

8 Did employee offer information on full range of applicable

9 Did employee immediately check availability?

10 If dates unavailable, did employee offer alternative dates?

11 Did employee obtain guest's name?

12 Did employee confirm the spelling of guest's name (if

13 Did employee obtain guest's address?

14 Did employee obtain guest's telephone number?

15 Did employee obtain guest's fax number or e-mail address?

16 Did employee ascertain if it was a private or company

17 Did employee clearly state room rate and what it included

18 Did employee clarify guest's smoking preference for hotels

19 Did employee ascertain expected time of arrival?

20 Did employee explain check in times?

21 Did employee ascertain if the guest required any transport

22 Did employee repeat and confirm all details of the

23 Did employee offer reservation number or booking

24 Did employee thank the guest?

25 Was the employee's speech clear and audible?

26 Did the employee have a good working knowledge of the

27 Was the employee polite, organized and helpful whilst

29 Did employee offer his/her name for any future assistance