Reservation Handling
Capture booking details, confirm guest requirements and manage changes.
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OTA Reservations
Manage channel bookings, inventory, cancellations and guest messages.
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Cancellation & No-Show Handling
Process cancellations and no-shows fairly under the booking policy.
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Guest Check-In & Check-Out
Standardise arrival, identity verification, room assignment, payment and departure.
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Walk-In Guest Handling
Receive guests without bookings and convert enquiries professionally.
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Early Check-In & Late Check-Out
Handle early arrival and late departure requests consistently.
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Group Check-In Handling
Prepare and process group arrivals with speed and accuracy.
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VIP & Special Guest Arrival
Deliver a personalised welcome for VIPs and special occasions.
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Key Card & Key Control
Issue, track and safeguard keys to protect guests and property.
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Luggage & Bell Desk Service
Handle guest luggage safely from arrival to departure.
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Concierge & Guest Requests
Record and fulfil guest requests, recommendations and bookings.
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Telephone & Wake-Up Calls
Answer calls professionally and manage wake-up services.
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Guest Complaint Handling
Listen, acknowledge, resolve, record and follow up on guest concerns.
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Cashier & Billing Procedure
Control guest billing, payments and cashier handover.
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Night Audit
Reconcile daily transactions, review exceptions and close the business date.
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Shift Handover & Log Book
Pass on accurate information at every change of shift.
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Guest Data Privacy
Protect personal information and limit access to authorised team members.
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Front Desk Emergency Response
Respond calmly and correctly to emergencies at the Front Desk.
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Room Cleaning & Inspection
Clean, replenish and inspect guest rooms using a consistent checklist.
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Public Area Cleaning
Maintain lobbies, corridors, washrooms and shared spaces.
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Linen & Laundry
Handle collection, sorting, washing, storage and linen par levels.
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Lost & Found
Log found items, store securely and verify ownership before return.
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Food Hygiene & Safety
Apply hand hygiene, safe storage, separation and sanitation controls.
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Kitchen Opening & Closing
Check equipment, stations, cleaning, stock and end-of-day shutdown.
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Recipe & Portion Control
Follow approved recipes, portions, presentation and allergen notes.
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Pest Control
Prevent pest access, record sightings and coordinate approved treatment.
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Food Waste Management
Measure avoidable waste and improve preparation, storage and production.
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Restaurant Service
Prepare the service area, greet guests, serve correctly and close the shift.
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Room Service
Receive orders, verify details, deliver safely and clear trays promptly.
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Bar & Beverage Service
Control service setup, order accuracy, stock and responsible service.
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Banquet & Event Operations
Coordinate event orders, room setup, service timing and post-event checks.
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Cash Handling & Cashier Close
Control floats, receipts, approvals, reconciliation and cash handover.
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Hotel Budget & Cost Control
Review budgets, cost variances, departmental actions and reporting.
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Complimentary & Discount Control
Ensure discounts and complimentary services have authorised approvals.
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Inventory & Stocktake
Count stock, reconcile differences and document adjustments.
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Purchasing & Vendor Approval
Compare suppliers, document approvals and maintain vendor records.
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Store Receiving
Verify quantities, quality, temperatures where applicable and invoices.
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Daily General Manager Report
Summarise occupancy, revenue, guest issues, staffing and operating risks.
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HOD Meeting & Action Tracker
Run concise departmental reviews with owners, deadlines and follow-up.
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Weekly Performance Review
Review weekly results, guest feedback and department actions.
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Manager on Duty Procedure
Define round, escalation and decision duties of the duty manager.
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Staff Duty Roster & Scheduling
Plan shifts that match demand, labour law and fair rest.
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Annual Business Plan & Goals
Set yearly targets and review progress each quarter.
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Crisis Communication & Media Handling
Communicate calmly and consistently during serious incidents.
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Staff Recruitment & Onboarding
Use role profiles, selection records, induction and probation reviews.
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Staff Training & Skill Checks
Plan training, verify understanding and record competency.
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Preventive Maintenance
Schedule checks, log defects, prioritise risks and verify completion.
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Fire & Emergency Response
Clarify alarm response, evacuation roles, assembly and emergency contacts.
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Incident Reporting
Secure the area, notify the right lead, document facts and corrective actions.
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Sustainability & Utilities
Monitor water, energy, waste and equipment use with assigned checks.
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Sales & Marketing Activity
Manage leads, sales calls, campaigns, pipeline and performance reviews.
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Revenue Management
Review demand, pricing, channel mix, pace and forecast assumptions.
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Quality Audit
Inspect standards, record findings, assign actions and verify closure.
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Hotel Pre-Opening Checklist
Track staffing, supplies, systems, safety and operational readiness.
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Social Media Management
Plan, post and monitor social channels with a consistent voice.
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Website & Booking Engine Management
Keep the website, rates and booking engine accurate and secure.
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Online Reputation & Review Response
Respond to guest reviews quickly and use them to improve service.
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Email & WhatsApp Campaigns
Send permission-based campaigns that follow privacy rules.
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Brand Standards & Collateral
Keep the logo, colours, tone and printed material consistent.
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Photography & Content Production
Plan and use original photography and video of the property.
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Promotions & Package Offers
Design and launch offers that are profitable and clearly stated.
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Office Administration
Manage correspondence, supplies and daily office routines.
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Attendance & Payroll Inputs
Record attendance and prepare accurate inputs for payroll.
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Licences & Statutory Compliance
Track licences, renewals and statutory filings.
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Document & Record Control
Control versions and retention of SOPs, forms and records.
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Asset Register & Fixed Assets
Tag, record and verify the property’s fixed assets.
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Visitor & Contractor Management
Control access by visitors, vendors and contractors.
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Uniform & ID Card Management
Issue, maintain and recover uniforms and identity cards.
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Event Enquiry & Booking
Capture enquiries and convert them to confirmed bookings.
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Proposal, Quotation & Contract
Prepare clear quotations and agreements with the client.
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Wedding Planning & Coordination
Coordinate every detail of a wedding from planning to the final day.
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Decor & Venue Setup
Set up halls and decor safely and on time.
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Audio-Visual & Technical Support
Provide and test AV equipment and technical staff for events.
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Event Vendor Coordination
Manage decorators, caterers, musicians and other event suppliers.
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Post-Event Review & Settlement
Close events with accurate billing and learning.
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Guest Registration Form Format
A standard layout for recording each guest’s arrival details.
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Room Inspection Checklist Format
A checklist layout for inspecting guest rooms.
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Guest Complaint Form Format
A standard layout for recording and resolving complaints.
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Shift Handover Sheet Format
A layout for passing information at shift change.
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Purchase Requisition Format
A layout for requesting goods or services.
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Banquet Event Order Format
A layout that carries all event details to every department.
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Lost & Found Register Format
A layout for recording found property and returns.
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Maintenance Request Form Format
A layout for reporting repairs to Engineering.
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