FRONT OFFICE DEPARTMENT TRAINING

SOP

SOP NAME

SOP

SOP NAME

SOP

SOP NAME

1

PET POLICY

16

FLOAT CASH

31

LUGGAGE HANDLING PROCEDURES

2

LOST AND FOUND

17

TIP HANDLING

32

BELL/DOOR ATTENDANT CHECK-IN/CHECK OUT PROCEDURES

3

VIP POLICY

18

ROOM RATE CHANGE

33

DEPARTMENTAL MEETING                     

4

GUEST CHECK IN

19

BLOCKING PROCEDURE

34

SAFETY PROCEDURES                     

5

GUEST CHECK OUT

20

GUEST ROOM KEYS

35

TOUR GROUP CHECK-IN PROCEDURES                     

6

TELEPHONE POLICY

21

VERIFYING THE ROOM INVENTORY AGAINST THE HOUSEKEEPING REPORT

36

DAY USE ROOMS                     

7

TRANSFERRING CALL

22

BUCKET CHECK

37

OUT-OF-ORDER ROOMS                     

8

SCREENING CALL

23

HANDLING OF MANUALLY POSTED GUEST CHARGES

38

CASHIER FUNCTIONS                    

9

HANDLING DISPUTED CALL

24

REBATES/ADJUSTMENTS

39

HOUSEKEEPING REPORT                    

10

WAKE UP CALL

25

CASH HANDLING PROCEDURES

40

LUGGAGE HANDLING FOR GROUPS                  

11

MESSAGE FOR INHOUSE GUEST

26

FRONT OFFICE LOG RECORDS

41

STORING OF GUEST LUGGAGE        

12

HANDLING COMPLAINT

27

MAIL, MESSAGING, AND FAX HANDLING

42

BELL ATTENDANT GUEST ROOM CHANGE PROCEDURE                  

13

ESCORT GUEST

28

BABYSITTING SERVICE

43

BELL ATTENDANT/ DOOR  ATTENDANT GUEST CHECK-IN                                                    

14

HOTEL VOUCHER

29

SHIFT CLOSING

44

BELLMAN GUEST CHECK-OUT PROCEDURE                  

15

CREDIT CARD PROCEDURE

30

OPERATIONS HOSPITALITY

45

GUEST SERVICES LOG, RECORD KEEPING                  

46

LOST LUGGAGE PROCEDURES