6907788 policy procedures

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Mentor of Hospitality StandardsFinance Food & Beverage Human Resources Marketing Rooms Technical Services Manuals Newsletters



Mentor of Hospitality Standards

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Business Plan Operations Manual Finance Policy Manual Information Systems PolicyNewsletter




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Operations Manual Brand Standards Grid Club Brand Standards Grid Policy Manual The Cutting Edge Food and Beverage Strategy




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Business Plan Operations Manual Marketing Strategy Articulation Regency Operations Manual Global Distribution Systems Add Marketing Communications Manual Marketing Promotions Manual Internet Marketing & Distribution Manual Marketing Glossar

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Operations Manual Brand Standards Grid Regency Brand Standards Grid Policy Manual

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Design and Engineering Recommendations and Minimum Standards FF&E Product Specifications Engineering Operations Manual Policy Manual

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Contents of Finance StandardsIntroduction Planning Process• • • • • • • • • • • Step 1 - Establish Mission Step 2 – Information Gatherin Step 3 - Siysis Step 4 – Situational Analysis Review Step 5 – The Marketing Plan Step 6 – Assumptions Step 7 – Formulate Business Objectives & Strategic Directions Step 8 – Formulate Divisional Objectives & Strategies Step10 – Formalize Plans Step11 – Submission and Approval Step12 – Implementation and Review

Finance Menu

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Corporation Mission Statement Corporate Vision Corporate Mission Directions to Individual Hotels Entrepreneurial Approach and Accountability Resource (Asset) Management Customers

Business Plan• • • Operations Manual Finance Policy Manual Info Systems Policy

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Planning Concepts• • • • • • • • • • • • • • • • • • Purpose of Planning Art of Planning Planning is a Teamgoing Process The Planning Units Critical Issues Strategic Thinking and AnalysisQualities of Good Plan Objectives, Strategies, Activites Top Down and Bottom UpApproach Strategic Planning Process Objective Formulation Process StrategicPlanning and Objective Formulation Hotel Objectives Divisional Objectives Departmental Objectives Budgeting and Financial Plan Full Time Equivalents (FTEs)

Computer Instructions• • • • • • • Business Plan Excel Files All Worksheets Ten Year History – Summary P&L Capipenditure Outlet Marketing Analysis Worksheet Catering Marketing Analysis Worksh

eet Payroll / Staffing Worksheet



Contents of Finance StandardsFinance MenuAccount Definitions• • • Introduction Balance Sheet Assets Cash Cash on Hand Cash in Bank Time Deposit Clearing Accounts Accounts Receivable AR – Trade AR – Reserve for Doubtful Acct. AR – Hotels and Companies AR – Others Inventories Inventories–Saleable Merchandise Inventories-Operating Supplies Other Current Assets Prepaid Expenses Deferred Charges De

posits – Current Barter Contracts Receivable Sundry Current Assets Non Current Assets Cash Fund – FF&E Deferred – Non Current Deposits – Non Current Special Projects Fixed Assets Liabilities Bank Overdraft and Loans • • • • • • • • • • • • • • • • • • • • •els and Companies AP – Others Accrued Liabilities AL – Salaries and Wages AL – Employee Benefits AL – Payroll and Income Taxes AL – Management Fees AL – Others Other Current Liabilities Guest Deposits Barter Contracts Liability Deferred Income Sundry Liabilities Provisions Provisions-Replacement of Operating Equipments Provision-Repairs & Maintenance Provision-Others Reserves Reserve – Replacement of FF&E Reserve – Employee Benefits Reserve – Special Projects Owner’s Equity Long Term Account Initial Working Capital Initial Inventories Special Funds Current Account Balance Brought Forward Profit Year-To-Date • • • • • • • • • • • • • • • • • • • • • • • • • • • •

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Cumulative Gain or Loss on Trade Comparative Statement of I&E Other Deductions Amortisation and Depreciation Insurance Insurance-Comprehensive G. Liability Insurance – Loss of Profit Insurance – Automobile Rent and Rates Rentals / Lease RentalsReserve for Replacement of FF&E Special Projects Hotel Defined Account 1 HotelDefined Account 2 Gross Operating Income Gross Operating Profit Basic ManagementFees Incentive Management Fees Incentive Management Fees Owner’s Share of ProfitTotal Payroll and Related Expenses Total Payroll and Contract Services Rooms Divison Revenue Accommodation Revenue – Net Accommodation Revenue Accommodation Rebates No Show Revenue – Net No Show Revenue No Show Rebates

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Business Plan

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Operations Manual• • Finance Policy Manual Info Systems Policy



Contents of Finance StandardsFinance MenuAccount Definitions• • • Revenue for Functions – Net Revenue for Functions Rebates for Functions Other Extra Revenue – Net Other Extra Revenue Other Extra Rebates Payroll and Contract Services Payroll andRelated Expenses Salaries and wages Vaation Credits Extra Wages Payroll Related Expenses Departmental Training Employee Transport Housing Incenti

ve Bonus Local Bonus Long Service Leave Meals Medical Expenses Medical insuranceRecruitment Relocation Retirement Fund Severance Pay Sick Leave Social SecurityVacation Travel Vacation Pay Accrual Worker’s Compensation Employee Income Tax Payroll Tax • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • Other Relateyroll Account 2 Payroll Cross Charges Contract Services Provision for OperatingEquipment Provision for Chinaware Provision for Glassware Provision for Linen Provision for Silverware Provision for Uniforms Other Expenses Commission – Travel Agent Commission – Others Laundry Laundry – Linen Laundry – Uniforms Laundry – General Cleaning Cleaning Supplies Guest Supplies Guest Supplies-Food & Beverage Printingand Stationery Other Supplies Decorations Guest Retention / Recognition Guest Transport Guest Transport Guest Complimentary Parking Licences and Taxes Communication Costs Information Systems In Room Television & Technology Complimentary Tel

evision Complimentary Movies • • • • • • • • • • • • • • • • • • • Television InteractiveInternet Access Other Operating Expenses Reservation Expenses RE – Spirit Fees

2/2Television Information Services

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Business Plan

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Operations Manual

• • Finance Policy Manual Info Systems Policy

RE – Shared Service Centre Fees RE – Communication RE – Internet RE – Alternative Reservation RE – GDS Re – Airport Rep / Greeter RE – Cost to Walk Guests Sundry Equipment Transportation Hotel Defined Account 1 Hotel Defined Account 2 Market Segment Statistics



Contents of Finance StandardsFinance MenuAccounts Receivable Days Calculations Accrual of Vacation Pay Airline Tickets Allocation of Shared Expenses Banking Daily Receipts Bank Operating Account Business Plan Submission Cash Management Chain Allocation Costs Chart of Accounts Brochures & Other Marketing Material Communication Centre Accounting Complimentary Rooms Computation of Rooms Statistics Computer Backup Tapes/Disks Employee Loans

Note: Each Policy is defined with the detailed Information Of: Employee PersonalCheques Encashment of Third Party Cheques Expense Reports External Auditors Reports FF&E, and Repairs and Maintenance FF&E Register Finance Projections and Forecasts Food & Beverage Covers F&B Intra-Departmental Allocation Foreign CurrencyExchange Foreign Exchange Gain/Loss Handover Notes to Incoming Hotel Annual Plans Hotel Package Accounting Hotel Rooms Available Incentive Plans Insurance Administration Inter-Departmental Charges Inter-Hotel Financial Transactions International Reservations Limited Laundry Department Accounting Management Agreement Application Management Fee Calculation Minimum Stay Processing Monthly Credit Meeting Monthly Financial Statement Meeting Monthly Financial Statements Net Room Rates No Show Revenue Operating Equipment Participation in Hotel Industry SurveysPayroll and Contract Services Pre-Book/Process and Hold Reservations Preliminar

y Month End Reporting Provision for Operating Equipment Provisions Purchasing Rebates and Other Reductions in Revenue Receiving Rental Income of Guest Rooms forF&B Functions Repair and Maintenance Costs GM to Accounting Controls RetirementPlan Contributions Safe Deposit Boxes Settlement of Guest Accounts SponsorshipFunds Sundry Equipment Taking of Physical Inventory Trade Advertising Bills Training Manager Salaries Translation of Financial Statements Travel Agent Commission Trustee Funds

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Business Plan Operations Manual

Finance Policy

• Info Systems Policy

• Policy Statement • Purpose • Procedure



Contents of Finance StandardsFinance Menu E-Mail Guidelines • • • Business Plan Operations Manual Finance Policy Manual E-Mail Addrsses Computer Virues User Accounts System Backup – Disaster / Recovery System Backup – Reporting Requirements Non-Disclosure Agreements Software Licensing Software Duplication Non-Standard Software Internet and Third Party Dedicated Links Remote AccessNote: Each Policy is defined with the detailed Information Of:

Info Systems Policy

Internet Domain Names Mail Maintenance: Reclaim Mail Directories Internet E-MailAddress




Contents of Food and Beverage StandardsFood and Beverage MenuRole of the Corporate F&B Department Role of the F&B Department Organization ofthe F&B Department Administration Baquet Sales Beverages Catering Food StandardsForms Kitchen Outlets Services Dictionary of Standards Afternoon Tea A La Minute Cooking Philosophy Amenities Ashtrays Audio Visual Baby Chair Background MusicBack Lane / Back of House Bands Banquet Booking Procedures Banquet Buffet Decor

ation Banquet Buffet High and Low Stands Banquet Call Report Banquet Chair Banquet ChairAccessories Banquet Chef Banquet Contract Banquet Cubes Banquet Call Report Banquet Chair Banquet Chair Accessories Banquet Chef Banquet Contract Banquet Cubes Banquet Communication Meetings Banquet Deposits Banquet Filling System Banquet Goal Setting Banquet Job Descriptions Banquet Letters Banquet Market Deployment / Segmentation Banquet Menus Banquet Office Etiquette Banquet PerformersBanquet Photography Banquet Reports Banquet Sales Banquet Sales Check List Banquet Sales Tools Banquet Sales Training Banquet Service Banquet Show Items BanquetSolicitation Banquet Themes Bars & Entertainment Centres Bar Food Beer Beverages Beverage Packages Beverage Philosophy Beverage Tray

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Operations Manual• • • • • Brand Standards Grid Club Brand Standards Grid Policy Manual The Cutting Edge Food & Beverage Strategy

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Contents of Food and Beverage StandardsFood and Beverage MenuBill Folders Black Boards Block Out Dates Blotting Pads Bottled Water Cold Buffet Platters Collateral Comfort Food Commissary Kitchens Communication Centre Communiction Meetings Compendium Complaints Complaint Letters Concept Statements Condiments Cookies Cork Screws Cost Managemnt Covers Critical Path Cross Selling Crumb Service Culinary Philosophy Cutting Edge Database Management Decanter Depart

mental Operations Manual Design Cuisine Concept Dessert Buffets Dessert Menu Development of Culinary Creativity Diary Control Doorknob Menu Duty Rosters DrawingRoom Dress Code Employee Restaurant Employee Specification Family Style Floor Plans Floral Decorations Font Size Food & Beverage Revenue Food Court Food CoversFood Handling Procedures Food Storage Food Trays Forms Function Order GarnishesGoodwill Gueridon Service Guest History Health and Safety Hostess Stand Hot Boxes Hot Chocolate Hot Towels Hygiene Hygiene Training Ice Standards Ice Tea Internal F&B Audit Internet Web Sites Inventory

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Operations Manual

• • • • • Brand Standards Grid Club Brand Standards Grid Policy Manual The Cutting Edge Food & Beverage Strategy

Bread Breakage Control Breakfast Breakfast Available 24 Hours Buffets Buffets Set Ups Bulletin Boards (Notice Boards) Burnishing Business Cards Business Plan Butter Café Restaurnt Camp Hotels Candles Captain Order Check Lists Chefs Table Christmas / Eid Events Cigarettes Cigars Cloakroom Club Style Service Coasters Cocktails Coffee Coffee Breaks Coffee Machines

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Inventory Movement Form



Contents of Food and Beverage StandardsFood and Beverage MenuInvitations Job Descriptions Kitchen Cleanliness Kitchen Culinary Philosophy Kitchen Inventories Order Taking Oranic Food Outside Catering Outside Contractors Pencils Pens Photographs Pin Spots Place Cards Post Mix Promotions Props Purchasing Quality Control Reciving Recipe Exchange Recipe Mantenance Recruitment Recycling Regency Club Replenishing Requisitiong Procedures Reservation Systems Retail

Restaurant Philosophy Restaurant Revenue Management Room Service Sake Sales Tools Sandwiches Satellite Kitchen Philosophy Scheduling Service Stations Show Kitchens Side Dishes Signage Signature Dishes Site Inspections Soft Drinks Spell Check Stage Stewarding Storerooms Straws Sugar Swizzle Sticks Tabletops Task Breakdowns Tea Telemarketing Temperature Control Top Twenty Trainig Training Checklists Tray / Trolley Collection Uniforms Vegetarian Menu Walkie Talkies Waste Disposal Water Websites Weddings Juices by the Glass Juice Lists

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Operations Manual• • • • • Brand Standards Grid Club Brand Standards Grid Policy Manual The Cutting Edge Fo

od & Beverage Strategy

Kitchen Mise en Place Kosher Kitchen Lap Tops Lazy Susan Lecturns Library LinenLocal Cuisine Local Customs Lo Books Magazine Subscriptions Market List Market Research Match Boxes Menu Menu Maintenance Mini Bar Mise Em Place Mission Statement Music Mustards Name Tags Napkins New Years Eve No No’s Offices Olive Oil

Note: Each Policy is defined with the detailed Information Of:




Contents of Food and Beverage StandardsFood and Beverage MenuMini Bar Standard• • • Setup Product Selection Others • • • • • • • • • • • • • • • • • • • • • • • • • •

Bar & Entertainment Center Food & Beverage Marketing BreakfastView Breakfast Standard Tabletop Standard Juice Standard Coffee Standard Tea Sta

ndard Hot Chocolate Sugar Water Butter Marmalade / Jam / Honey Baker / Breads /Pastries Toast Cereal / Yoghurt Fresh Fruit Local Breakfast Items Eggs / Hot Stations Cold Cuts / Cheeses A La Carte Orders Buffet Others • • • • • • • •

LoungesLounges – Beverages Lounges – Service

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Food & Beverage Retail Rooms ServiceBeverages Soups Menus Service Order Taker Waiter

Operations Manual• • • • • • • • • • • • • • • • • • • • •

Amenities Banquet SalesView Sales Standards Presentation Kit Sales Tools Menu Offering Theme Party Telephone Skills Sale Employee Correspondence

Brand Standards• • • • Club Brand Standards Grid Policy Manual The Cutting Edge Food & Beverage Strategy

Show Kitchen Standards

Banquet ServiceOverall Equipment Selection Chinaware Silverware Glassware Linen Table Menus & Décor Boardrooms Meeting Setup Classroom Meeting Set-up Computer/Internet Accessibility Coffee Breaks AV Equipment Host / Hostess Manager on Duty

RestaurantMenu Design / Printing Uniforms Standards Music Food Product Special Non-Alcoholic Beverages Hosts / Hostess



Contents of Food and Beverage StandardsFood and Beverage MenuBreakfast Standard• • • Schedule Beverage Food Butter Marmalade/Jam/Honey • • • •

Meeting RoomsRoom Set-Up Services

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Operations Manual Brand Standards

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Check In / Out ProceduresCheck In Check Out

Club Brand Standards• • • Policy Manual The Cutting Edge Food & Beverage Strategy

Day Time Standard• • Food Beverage • • •

Amenities and Evening Maid ServicesStandard Rooms Suites Top Suite

Breakfast Standard• • • Schedule Food Beverage

Late Evening• • • Schedule Food Beverage

Lounge Facilities• • • Magazines & Newspapers Games Business Facilities



Contents of Food and Beverage StandardsFood and Beverage MenuContents • Amenity Programme Banquet Guidelines Bars and Entertainment Centers - Guidelines Breakfast Available 24 Hrs Buffet Set-Ups Café Restaurants vs. Coffee Shops Comfort Food Concept Statements Departmental Operations Manuals Employee Restaurant Food & Beverage Revenues • • • • • • • • • • • Guest Recognition / Retention Intereverage Audit Local / Regional Cuisine Menu Content and Design Standards Minimum

F&B Standards – The top Twenty Service Guidelines Stewarding Guidelines Music andEntertainment Purchasing Regency Club F&B Selection Training

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Operations Manual Brand Standards Club Brand Standards

Policy Manual• • The Cutting Edge Food & Beverage Strategy



Contents of Human Resource StandardsHuman Resource MenuContents •• •

Executive Health Exam• • • • • • • • • Policy Statement Purpose Procedures Eligibility Frequency Facilities Rec

Examinations Sample Examinations Pre-Employment Medical Examinations

Absence from HotelPolicy Statement Purpose Procedures

Policy Manual• • • • • Operational Manual Insurance Plans Retirement Plans Our Voice Human Resource Strategy

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Employee Discounted Accommodation

• • • • • • • • Policy Statement Purpose Procedure Description of Benefits Eligibility Boorocedure Termination of Employment General

General Managers’ Housing / Associate Benefits• • • • • • • • • • • • • • Policy Statement Purpose Procedure GM Living in the hotel LaunFood & Beverage Housekeeping Services GM living in hotel paid Accommod. GM living out of the hotel All General Managers Use the Hotel Restaurants Hotel Car Telephones Club Memberships

Employee Housing• • • Policy Statement Purpose Procedures

Employee Communications

• • • Policy Statement Purpose Procedures

Employee Recognition Programmes• • • Policy Statement Purpose Procedures



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