Our expert writing team has produced hotel & restaurant management training tutorials, lectures and Standard Operating Procedures (SOP) for our readers. It doesn’t matter whether you are a hotel management student or a new hospitality worker or a job seeker or even an experienced hotel staff-this site will be suitable and helpful for you all. 

F & B Service SOPs

In this guide you will find our 225 F & B Service SOPs and in our website we have more for you. Read those SOP, tutorials and then take notes, educate yourselves and then share your expertise worldwide.

1. F & B Ethics
2. How to Maintain Personal Hygiene
3. General Service Rules
4. Grooming
5. Honesty
6. Attendance
7. Food & Beverage DO’S & DONT’S
8. Anticipating Guest Needs
9. Be knowledgeable about the Entire Hotel
10. Service Sequence
11. Up-Selling
12. Safety Regulations
13. Staff Behavior
14. Scheduling Staffs
15. Team Briefing
16. Tips Distribution
17. Assignments of Duties
18. Achievement Reviews
19. Communicate with other Department
20. As a Representative of the Organization
21. How to Take Care of the Working Area
22. Behavior during Service
23. How to Receive Telephone Reservation
24. How to Take Restaurant Reservation
25. How to Greet the Guest
26. How to Take Preparation for Service
27. How to Answer the Phone
28. How to Seat a Guest
29. How to Place Lap on Guest Lap
30. How to Present Menu & Wine List
31. How to Take Drink Order
32. How to Take Food Order
33. How to Serve Drink OrderHow to Serve Food Order
34. Adjusting Covers
35. How to Carry a Round Tray
36. How to Carry a Rectangular Tray
37. How to Serve Champagne
38. How to Serve Beer
39. How to Set-up a Classroom Style Banquet Event
40. How to Set-up a Theater Style Banquet Event
41. How to Set-up a U Shape Style Banquet Event
42. How to Set-up a Hollow Square Style Banquet Event
43. How to Serve Juice
44. How to Serve Bottled Water
45. How to Provide Napkin Service
46. How to Provide Buffet Service
47. How to Provide Banquet Service
48. How to Serve Beverage
49. How to Polish Chinaware
50. How to Polish Glassware
51. How to Polish Cutlery
52. How to Prepare & Serve a Cup of Espresso
53. How to Prepare & Serve a Cup of Cappuccino
54. How to Open & Serve Sparkling Wine
55. How to Open & Serve White Wine
56. How to Open & Serve Red Wine
57. How to Prepare & Serve Ice Tea
58. How to Prepare & Serve Hot Chocolate
59. How to Prepare & Serve Decaffeinated Coffee
60. How to Open Sake
61. How to Open a Function Room
62. How to Open a Bar
63. How to Check a Function Room
64. How to Check a Buffet
65. How Refresh a Function Room
66. How to Arrange a Coffee Break
67. How to Set up a Rectangular Table
68. How to Set up a Bar
69. How to Set up a Cocktail Table
70. How to Set up a Sit Down Buffet
71. How to Clean & Refill a Sauce Bottle
72. How to Set-up a Portable Bar
73. How to Serve in a Chinese Event
74. How to Place and Change the Bone Plate
75. How to Provide Soup Service
76. How to Serve Steamed Fish
77. How to Handle Chemical Safely
78. Mise-En-Place (Things in Right Place)
79. How to Close the Banquet Event
80. How to Deliver Ice Bucket
81. How to Serve Beverage in Restaurant
82. Beverage Service Procedures
83. Different Kinds of Beverage Services
84. How to Serve Elderly Guests
85. How to Serve Infant or Young Guests
86. How to Serve Disabled or Handicapped Guests
87. How to Serve Non-native or Foreign Language-Speaking Guests
88. Order Taking-Room Service
89. Order Delivery-Room Service
90. How to Check Sequence
91. How to Clear & Check Table
92. How to Place Tooth Picks
93. How to Serve Breakfast
94. How to Prepare Garnish
95. How to Receive Stock & Storage
96. How to Take Beverage Inventory
97. How to Fill in a Full Bottle Sales Form
98. How to Serve a Mixed Drink
99. How to Serve Birthday Cake
100. How to Serve Cigar
101. How to Pick up Beverage Items
102. How to Serve a Packet of Cigarette
103. How to Take Regular Follow-ups
104. How to Serve Single Guest
105. How to Serve Guests with Health Issues
106. Beverage Service-Aperitif
107. Beverage Service-Liqueurs
108. Beverage Service-Port & Sherry
109. How to Serve Soft Drinks
110. How to Position Chairs and Tables
111. How to Set-up Sugar Substitute Pot & Sugar Packet Caddies
112. Taking Off the Menu Order
113. How to Monitor Service
114. How to Serve Chinese Tea
115. How to Serve Japanese Tea
116. Closing Duties
117. How to Stack Soiled Glassware
118. How to Stack Soiled Chinaware
119. How to Stock All Serviceware
120. How to Check Shot Glass
121. How to Check Beverage Stock
122. How to Perform Silent Service
123. How to Place Cocktail Napkin
124. How to Serve Cognac
125. How to Perform in any Emergency Situation
126. How to Polish Silverware
127. How to Stock Ice
128. How to Treat Injured or Ill guests
129. How to Check Bar
130. Food & Beverage Transfer
131. How to Handle Intoxicated Guests
132. How to Handle Wrong Order
133. How to Handle Guest Complaint
134. How to Handle Guest’s Request
135. How to Handle an Accident while Serving the Guest
136. How to Deal with Guest’s Special Food Request
137. How to Provide Specialized Advice on Food
138. Prevention of Accidents – First Aid
139. How Not to Say “No” to a Guest
140. How to Treat all Guests Equally
141. How to Maintain Quality Control
142. How to Handle Cruet Set Warmer
143. How to Check F&B Outlet Presentation
144. How to Report in Writing
145. How to Report Verbally
146. Maintaining Non-Smoking Zone
147. Configuring Mini-Bar Snacks Items
148. How to Handle Menu
149. How to Maintain Daily Log Book
150. How to Prevent Linen Misuse
151. Code of Conduct
152. Complementary F&B Items
153. Discount Policy
154. How to Take Guest’s Belongings
155. How to Gain Menu & Beverage Knowledge
156. How to Set-up a Western Meal
157. How to Serve Western Buffet Event
158. How to Remove Bread Crumbs from Table
159. How to Serve Cocktail
160. Alcohol Beverage Service
161. Beverage Service – Flambé Coffee
162. How to Serve Condiments
163. How to Serve Bottled Wine
164. Pre-service Checklist
165. Decanting Port
166. How to set-up Sugar Bowl
167. How to Develop the Menu
168. Closing the Outlets
169. Corkage Policy
170. How to Serve Lunch
171. How to Prepare Side Station
172. How to Set Table for Breakfast
173. How to Set Table for Lunch & Dinner
174. How to Serve Ice Water
175. How to Clear Plates, Glasses & Cutlery
176. How to Offer & Serve Dessert Items
177. How to Serve Bread & Butter Service
178. How to Serve Tea or Coffee
179. How to Present a Bill
180. How to Handle Cash Payment
181. How to Handle Credit Card Payment
182. How to Handle Room Charge & City Ledger Payment
183. How to Change an Ashtray
184. How to Set-up a Chinese set for Lunch or Dinner
185. How to Serve Cold and Hot Towels
186. How to Handle Broken or Damaged Items
187. How to Avoid Wastage of Food & Beverages Items
188. How to Create a Link Between kitchen and Service Areas
189. How to Maintain Guest Information Confidentiality
190. How to Maintain Hotel Information Confidentiality
191. How to Set Buffet Lunch & Dinner
192. How to Take a Reservation Directly from a Guest
193. How to Provide Information about Hotel Facilities
194. How to Provide Information about Off-site Locations
195. How to Escort a Guest to the Buffet Table and Give an Introduction
196. How to Serve Friends & Family in your Hotel
197. How to Deal with Food or Drink spilt on a Guest
198. How to Prevent Others from Stepping on Spilt Food/Drinks on the Floor
199. How to Serve a Glass of House Wine
200. How to React to a Negative Comment from a Guest
201. How to Maintain Flow in Traffic at the Workplace
202. How to Count & Change Linen
203. How to Change Flowers
204. How to Fill in a Beverage Requisition
205. How to Prepare the Pantry Area
206. How to Operate a Bar
207. How to Handle a Returned Beverage & Dish
208. How to Thank & Farewell Guest
209. How to Fill in an Inter Bar Transfer Form
210. How to Close a Bar
211. How to Handle Germs in the Kitchen / Restaurant
212. Checking on Service
213. Handling Guest when the Restaurant is Booked out
214. Restaurant Reservation and Cancellation Policy
215. Clearing & Re-Setting Table
216. Clearing the Restaurant
217. Pool Service
218. Cost Reduction Methods
219. Check points for Supervisor
220. How to Take Orders from Seniors
221. How to Deliver Guest Cocktails Invitations
222. Wine Testing
223. How to Open the Outlet
224. How to Conduct Monthly Training

Front Office SOPs

This book is a comprehensive collection of 231 professional Front Office Standard Operating Procedures (SOP). In last 3 years we got immense praise and support from our readers. This book is an attempt to give something back to our readers. Thanks for purchasing this book.

Reservation Policy & Procedure

1. Documents Reservation into Appropriate Reservation Forms
2. Receives & Answers Email/ Fax Reservation Inquiries
3. Confirms FIT Room Reservations via Emails and Faxes
4. Answering / Handling Telephone Calls
5. Confirms FIT Reservations via Telephone
6. Up-sells to Booking Parties
7. Liaison with Sales Department for Group Bookings
8. Reviews the Following Day's VIP Arrival List
9. Distributes    All    Pertinent    Reports    to    all    Departments Concerned Regarding Guest Arrival
10. Replies to All Guest Queries Regarding Hotel Information
11. Documents Reservation Amendments
12. Documents Reservation Cancellations
13. Handling of Guest History Reservations
14. Checks Guest History Records Regularly for Duplications
15. Checks    the    Arrival    List    Daily    to    Review    Reservation Particulars
16. Creates & Updates the Blacklist File
17. Files  All    Reservation  Correspondences  &    Miscellaneous Documents Properly
18. Personal Appearance with Hotel Standard Grooming
19. Logbook Recording
20. Review Tasks
21. Change of Shift Procedures
22. Requisitions
23. Adherence to Reservation Policies
24. Handling Guest Complaints
25. Confirmation Number

Reservation Supervisor’s Policy & Procedure

1. Monitor the Hotel’s Closed out Dates
2. Monitor Room & Bed Status & Availability during High Occupancy
3. Prepares the Staff's Monthly Roster
4. Conducts Training of New Reservations Staffs
5. Monitor Individual Inclusive Tour Allotments & Cut-off Dates
6. Maintain Associates Relation

Guest Service Agent’s Policy & Procedure

1. Prepares all Requested Reports for Guest Relations
2. Manager’s Approval
3. Bulletin Board
4. Computer Security
5. Special Programs & Rates
6. Room Familiarity
7. Room Availability Status & House Count
8. Identify Guest Needs
9. Confirm Availability
10. Sell Room Suit
11. Basic Manual Reservation
12. Enter Guest Reservation into System
13. Guarantee Status
14. Changing Reservations
15. Cancelling Reservations
16. Registration of the Guests
17. Walk-in Reservations
18. Locate Reservations
19. Present Registration Card
20. Establish Method of Payment
21. Travel Agent/Airline Vouchers
22. Assign a Room
23. Register Guest in Computer
24. Information Described to Guests
25. Obtaining Guest Rooming Assistance
26. Thank the Guests
27. Repeat Guests
28. Providing Local Information
29. Package Guests
30. Disabled Guests
31. Share-with Guests
32. Trace File/Flags
33. Rate Changes
34. Room Change Request
35. Concierge Stand Phone & Log
36. Guest Messages
37. Wake-up Calls
38. Non-Registered Guests (NRG)
39. Guest Mail/Packages
40. Safety Deposit Boxes
41. Lost & Found
42. Foreign Exchange
43. Cash Traveler’s Checks
44. Process Miscellaneous Charges
45. Process Corrections Vouchers
46. Process Adjustment Vouchers
47. Process Paid-Outs
48. Guest Comment Card
49. Late Check-Outs
50. Review Arrival Report
51. Blocking a Room
52. Pre-Register V.I.P.s
53. Block Special Requests
54. Amenity Requirements
55. Group Preparation
56. Assign Rooms & Balance Room Types
57. Due Outs & Discrepancies
58. Greet the Guests
59. Telephone Courtesy
60. Take a Message
61. Maintenance of Guest Confidentiality
62. Maintenance of All Areas in the Guest Service Agent
63. Shift Duties

Cashier’s Policy & Procedure

1. Issue a Safety Deposit Box
2. Allow a Customer to Access to the Safety Deposit Box
3. Close a Safety Deposit Box
4. Conduct a Manual Posting
5. Rebate a Charge
6. Issue a Paid-out
7. Accept Payment by Credit Card
8. Accept Payment by Voucher
9. Accept Company Payment
10. Accept Payment by Third Person
11. Accept Payment by Traveler Cheque
12. Check out a Customer
13. Check out Shared Room
14. Present Folio
15. Make an Audit
16. Balance your Float/Finish your Shift
17. Obtain Cash Deposit upon Check-in
18. Post Advance Deposit
19. Receive Outlet Checks
20. Daily Check of the Next Day’s Departure
21. Daily Check of Long Stay Customer’s Invoices
22. Prepare the Transfer of Monthly Long Stay Customer’s
23. Invoices
24. Extension of Stay
25. Check out Guest using Back-up System
26. Update of Folio Manually
27. Group Check-out
28. Settle Guest Account
29. Late Charge/Charges after Departure
30. Preparing Shift Audit
31. Complete Deposit Envelope & Count Bank
32. Closing Foreign Exchange Float

Front Office Duty Manager’s Policy & Procedure

1. Grooming & Uniform Standards
2. Review Logbook
3. Check Employee Attendance
4. Conduct Shift Briefing
5. Attend Meeting
6. Monitor Employee Interaction
7. Prepare Schedule
8. Conduct Department Orientation
9. Fill out Maintenance Request
10. Conduct Performance Appraisal
11. Counsel & Discipline Staff
12. Handling Food & Beverage Guest Complaints
13. Inspect Lobby/Desk Area Standards
14. Supervise Registration
15. VIP/SP Check Room
16. VIP/SP Check In
17. VIP Care
18. Handling Walk-in Guest on Sold out Days
19. Room Revenue Rebate
20. Handling Dispute
21. Check Account with High Balance
22. Hotel Rate & Information
23. Balance Room Type
24. No-show Reservation
25. Prepare Skippers Report
26. Researching
27. “Do Not Disturb” Issue Handling Case
28. Release Out of Order Room
29. End of Shift Task & Endorsement
30. Logbook

Executive Floor Policy & Procedure

1. Welcome the Guests
2. Escorts Arriving Executive Floor Guests to the Room
3. Inspect Pre-Assigned Rooms on the Executive Floor
4. Maintain Overall Cleanliness & Orderliness of the Executive Floor
5. Supervising the Buffet Breakfast at the Executive Floor
6. Supervising Cocktail Hour at the Executive Floor
7. Coordinate Wake-Up Call Requests with the Operator
8. Handling All Guest Queries & Complaints
9. Liaise  with Concierge Desk with Regards to Luggage Handling, Check-Outs & Message Delivery
10. Reports all Activities or Endorsements in the Logbook
11. Arrange Business Centre Requirements which are Available on the Executive Floor
12. Arranging & Checking all Executive Floor Room Amenities
13. Arrange Special Events Amenities through the Arrival List
14. Assist Executive Floor Guests with Flight Reconfirmation
15. Perform Check-in of Executive Guests on the Floor
16. Checking-in 'Return' Executive Floor Guests
17. Checking-in using the Back-up System
18. Handling Travel Vouchers
19. Processing Special Billing
20. Perform Check-out of Executive Guests on the Floor
21. Checking-out “Share-with” Room
22. Handling Guest Messages
23. Handling Hold For Arrival (HFA) Items

Driver’s Policy & Procedure

1. Pre-Trip Inspection
2. Post-Trip Inspection
3. Trip Log
4. Planning Routes
5. Vehicle Maintenance
6. Cleaning Vehicle

Doorman’s Policy & Procedure

1. Assist Guests in & out of Cars
2. Lay out the Floor Mat at the Hotel’s Entrance
3. Assist Guest in Loading & Unloading of Car
4. Open Vehicle Doors for all Guests
5. Loading & Unloading of Luggage into & from Guest’s Vehicle
6. Obtain Taxis for Guest if Requested
7. Maintain Accessible Driveway
8. Ensure Smooth Operation during Rain

Guest Service Center Policy & Procedure

1. Handling Outgoing Calls
2. Voice Mail Messages
3. Screen Call
4. Guest Locator Request
5. Emergency Call Handling Procedure
6. Monitor Telephone Problems

Business Service Center Policy & Procedure

1. Incoming Fax/Email Filing Procedure
2. Photocopying Procedure
3. Providing Typing Service to Guest
4. Providing Newspaper to Guest
5. Processing Courier Service Requests
6. Translation & Interpretation of Arrangement
7. Presentation & Rental of Equipment
8. Long Distance Call Arrangements
9. Post Revenue & Prepare Summery Reports

Bell Desk & Concierge Policy & Procedure

1. Welcome Guest at the Airport
2. Airport Transportation (From Airport)
3. Airport Transportation (From Hotel)
4. Rooming the Guest
5. Delivery & collection of Guest Room Luggage
6. Store Guest’s Luggage
7. Helping Guest with Hand Carried Luggage
8. Delivery & Collection of Group Luggage
9. Luggage Collection for Group Check-out
10. Arrange Mailing of Guest Letters & Internal Mail
11. Cleaning of Bell Equipment Regularly
12. Raising/Lowering Hotel Flag Daily
13. Parcel Delivery Service
14. Packing Parcels
15. Receive Terms for Outside Guests from In House Guest
16. Receive/Deliver Terms for Registered Guests
17. Give & Accept Airline Information & Confirmation
18. Arrange Restaurant & Limousine Reservation
19. Lifting Heavy Objects
20. Weighting Luggage
21. Guest Paging

Other Various Policy & Procedure

1. Bucket Checking
2. Basic English Courtesy
3. Code for Guest Service
4. Stocking Workstations

Housekeeping SOPs

In this guide you will find 150 brand new housekeeping SOPs, tutorials, take notes, educate yourselves and then share your expertise worldwide.

1. Trolley Setup
2. Entering Guest Room
3. Cleaning Guest Room
4. Cleaning Guest Bathroom
5. Cleaning Guest Bed
6. How to Take Care of the Housekeeping Cleaning Equipment
7. Ensuring Correct Chemical Usage
8. Cleaning Light Fixtures
9. Cleaning Lobby Area
10. Cleaning Public Area Toilet
11. Cleaning F&B Outlet
12. Cleaning Front Desk Area
13. Cleaning Back of the House’s Staircase
14. Cleaning Elevator
15. Ensuring Daily Carpet Maintenance
16. Room Key Handling Procedures
17. Cleaning Rooms with DND Signs
18. How to Prevent Fire Accidents
19. Lost & Found Handling Procedures
20. Maintaining Grooming & Appearance
21. Checking Uniform Standard
22. Ensuring Proper Body Language & Attitude
23. How to Conduct Briefing
24. Communicating with Housekeeping Department
25. How to Greet the Guest
26. Controlling Dect Phone
27. Following Occupational Health and Safety Standards
28. Performing Monthly Linen Inventory
29. Master Key Sign out Procedures
30. Staffs’ Sign in Procedures
31. Staffs’ Sign out Procedures
32. Placing Guest Room Amenities & Supplies
33. Servicing Guest Rooms with DND Sign
34. Room Cleaning Procedures
35. How to Clean Electric Kettle
36. How to Clean the Glasses
37. How to Clean Ice Bucket
38. How to Change Pillow Case
39. How to Collect Laundry Wooden Boxes / Hangers
40. How to Provide Service at Guest Floor
41. How to Make up Bed
42. How to Clean the Bathroom Floor
43. How to Clean the Mini Bar
44. Dusting the Furniture
45. How to Clean the Mirror
46. How to Clean the Bathtub
47. How to Clean Shower Room
48. How to Clean the Bathroom Wall
49. How to Clean the Vanity Top and Hand Basin
50. How to Clean / Polish the Bathroom Fittings
51. How to Clean the Toilet Bowl
52. How to Vacuum the Carpet
53. How to Clean the Telephone Set
54. How to Handle Wake-up Call
55. Performing Guest Shoe Shine Service
56. Handling Safety Lockers
57. Handling Room Keys
58. Extra Bed and Baby Cot Procedure
59. Picking Guest Laundry During Room Checking
60. Guest Laundry Pick up Service
61. Folding Towels
62. How to Remove Room Service Basket
63. How to Clean Guest Floor Corridor
64. How to Assist Guest with Luggage/Parcel
65. Mini-Bar Consumption Checking
66. Mini-Bar Daily Replenishment
67. Breakage, Loss and Damage Procedures
68. How to Handle “Open Door” Request
69. How to Check Guest Floor Corridor
70. How to Inspect Bathroom
71. How to Handle Guest’s Belongings
72. Returning Keys and Worksheet
73. Routine Works of a Housekeeper
74. How to Vacuum Washed Carpet
75. How to Escort Guest to Elevator
76. Proper Uses of Cleaning Chemicals
77. How to Polish Wooden Surface
78. Maintenance of a Vacuum Cleaner
79. Emergency Guest Laundry Service
80. Performing Super Cleaning Program
81. Room Entrance Policy
82. Zero Room Defects Policy
83. Turn Down Service Procedures
84. Maintaining Push Brush Sweeping Standards
85. Following Dust Mopping Standards
86. Following Wet Mopping Standards
87. Performing Wall Washing by Hand
88. How to Clean the A/C Grill
89. How to Shampoo Carpet
90. How to Clean Upholstery Fabric
91. How to Clean Wallpaper
92. Cleaning Offices
93. Cloak Room Procedure
94. Staircase Cleaning
95. How to Clean Windows
96. Stone Floor Scrubbing
97. Executing Carpet Spotting
98. Applying Dry Foam Shampoo on Carpet
99. Cleaning Outlets
100. Inspecting Back of the House
101. Cleaning Lobby Area
102. Arranging Cleaning Tools in Housekeeping Store Room
103. Cleaning Housekeeping Equipment before Returning
104. How to Polish Brass
105. How to Clean Skidproof and Dustproof Pad
106. How Marble Floor
107. How to Maintain and Clean Leather Surface
108. Maintaining Guest on Loan Items
109. Cleaning Pantry/Store Room
110. Ensuring Clean Washroom
111. Controlling Service Associates
112. Daily Work Allocation
113. Lobby Inspection
114. Inspection of Lifts
115. Inspection of Restroom
116. Inspection of Outlets
117. Inspection of Back Stairs
118. Inspection of Pantry/Store room
119. Guest Laundry Checking
120. How to Handle Laundry Discrepancy
121. Identifying Damaged Laundry
122. Guest Laundry Deposit Service
123. How to Handle Guest Laundry Express and Pressing Service
124. How to Deliver Guest Laundry
125. D.N.D Room Guest Laundry Service
126. Guest Complaint Handling
127. Removing Discard Linen
128. Preparation for a Guest’s Arrival
129. Rooming a Guest
130. Uniform Cleaning and Maintenance
131. Serving Welcome Tea
132. Checking the Logbook
133. How to Serve Food to the Guest
134. How To Serve Drink To The Guest
135. Answering an Internal Call
136. Answering an External Call
137. Making an Internal Call
138. Making an External Call
139. Mattress Turning Procedures
140. How to Escort a Guest at the Table
141. How to Strip & Seal the Floor
142. Cleaning Public Restrooms
143. Furniture Removal / Relocation
144. Wet Mattresses Cleaning Procedures
145. How to Clean & Defrost the Refrigerator
146. How to Operate the Scrubbing Machine
147. Executing Daily Floor Maintenance Cycle Program
148. How to Damp Mop
149. How to Care & Clean the Sun Umbrella
150. How to Operate the Buffing Machine