Sterling Hospitality Operating Criteria
Development of Standards of Performance
Along with the "ways of working", the development and execution of optimized Standard Operating Procedures is at the core of the "art of execution". This is principally essential for those processes that are key drivers for success. We offer comprehensive know-how in the development of proven SOPs.
Standard Operating Procedures take a long time to complete, since in order to be successful they need to be tested and evaluated extensively.
Sterling Hospitality SOP’s have been developed over many years of hands-on experience in the International Hospitality arena and have been tried and tested in the last 35 years in over 70 new and existing Hotel and Resort properties world-wide.
Sterling Hospitality's Operating Criteria is endorsed by The International Association of Hotel General Managers (IAHGM).
In the hotel industry where excellent, consistent service is a key factor in success, Standard Operating Procedures, Standards of Performance, or SOPs, play an important role.
Sterling Hospitality's Operating Criteria is endorsed by The International Association of Hotel General Managers (IAHGM).
Identification
Function
Types
Benefits
Sterling Hospitality Operating Criteria Objectives
In planning the project objectives, the welding of all facets, especially those of personalized and impeccable service are vital to the attainment of the overall objective of the Hotel/Resort being one of the top outstanding international luxury class hotels in its geographical area .
OBJECTIVES
1. To provide the highest standards of Hotelkeeping with excellent of product, physical atmosphere, service and integrity.
2. To be perceived by the owners, guests, local and international community and the travelling public as always “giving value for money” and be competitive in price.
3. To provide and maintain the highest standards of personal service, courtesy, hospitality, warmth and friendliness to all entering the hotel.
4. To ensure the long-term viability of the hotel by maximizing revenues and profits to provide a satisfactory return to the owners, members and the management company. The operating philosophy, at all times, will reflect quality without extravagance, productivity without waste, yet this will not compromise the standards of comfort and service that the guest will receive. The modus operandi for staffing the hotel will be that of the International 5 star properties.
5. To plan, provide and maintain superior facilities and services throughout the hotel commensurate with the needs of the market segments the hotel will be approaching and remain flexible to meet the changing needs of these markets.
6. To provide and maintain impeccable standards of cleanliness and sanitation.
7. To source staff members, on all levels who are willing to provide the highest levels of personal service, flexible working hours and cross training of functions to maintain a high level of productivity and ensure that labor cost is kept low while maintaining these standards. Management will be highly visible with an emphasis on Hotelkeeping and working supervisors.
8. To develop and institute personnel policies which will allow us to reach the hotel’s objectives and to recognize the contribution of the individual by:
- developing a functional organization
- developing and utilizing meaningful job clarifications, which will integrate the hotel and employee objectives
- instituting selection standards for all jobs consistent with required performance
- introducing an employee performance evaluation program
- identifying and strictly adhering to all fair employment practices
- establishing and maintaining well-designed training programs, and
- providing and maintaining the same high physical standards in the back of house as in the front of house.
9. To develop, introduce and monitor a Quality Assurance Program thereby ensuring the hotel objectives
are achieved and maintained.
Find out more about our Operating Manuals.
Along with the "ways of working", the development and execution of optimized Standard Operating Procedures is at the core of the "art of execution". This is principally essential for those processes that are key drivers for success. We offer comprehensive know-how in the development of proven SOPs.
Standard Operating Procedures take a long time to complete, since in order to be successful they need to be tested and evaluated extensively.
Sterling Hospitality SOP’s have been developed over many years of hands-on experience in the International Hospitality arena and have been tried and tested in the last 35 years in over 70 new and existing Hotel and Resort properties world-wide.
Sterling Hospitality's Operating Criteria is endorsed by The International Association of Hotel General Managers (IAHGM).
In the hotel industry where excellent, consistent service is a key factor in success, Standard Operating Procedures, Standards of Performance, or SOPs, play an important role.
Sterling Hospitality's Operating Criteria is endorsed by The International Association of Hotel General Managers (IAHGM).
Identification
- A hotel's standard operating procedure sets out the policies and protocols of a hotel in a written format that's easily accessible to hotel employees. A typical standard operating procedure has three parts: a purpose, or the clearly stated task the SOP details and what its expected results should be; a procedure, or step-by-step guide to tackling the task; and resources, including hotel staff, other employees or management and databases or other references.
Function
- A hotel standard operating procedure's purpose is to improve guest experience. Standard operating procedures do this by educating and training hotel staff on the best way to deal with a given situation, from service skills to fielding guest complaints to handling fire drills. By creating a guest service structure that's consistent and clearly thought out by top management, hotels can ensure a positive guest experience.
Types
- Hotels might use several different types of standard operating procedures.
Tool procedures focus on specific tasks that hotel staff have to deal with. Tool procedures cover tasks that hotel staff are likely to have to fulfill every day, such as outlined in their job descriptions, as well as rare circumstances, such as fire alarms sounding or elevator malfunctions.
Rule procedures (policies & procedures) help hotel staff deal with potentially tricky situations. Rule procedures may cover acceptable employee conduct, such as whether an employee can accept a cash tip from a hotel guest. Rule procedures also may cover guests in sensitive areas such as signs of smoking in a non-smoking room or a declined credit card.
Job procedures (job descriptions) clearly outline an employee's role and responsibilities within the hotel so that expectations are clear.
Benefits
- Standard operating procedures benefit hotels in a number of ways.
In the competitive hotel industry, a standard operating procedure ensures that a hotel keeps the promises made in its marketing materials and advertisements. Standard operating procedures also ensure that guests get the same treatment each time they visit the hotel through consistent service levels. A thorough SOP can help employers with posting future job openings and maintaining set standards because each employee's role is clearly outlined. Having SOPs also provides a foundation for hotel employees' performance evaluations.
Sterling Hospitality Operating Criteria Objectives
In planning the project objectives, the welding of all facets, especially those of personalized and impeccable service are vital to the attainment of the overall objective of the Hotel/Resort being one of the top outstanding international luxury class hotels in its geographical area .
OBJECTIVES
1. To provide the highest standards of Hotelkeeping with excellent of product, physical atmosphere, service and integrity.
2. To be perceived by the owners, guests, local and international community and the travelling public as always “giving value for money” and be competitive in price.
3. To provide and maintain the highest standards of personal service, courtesy, hospitality, warmth and friendliness to all entering the hotel.
4. To ensure the long-term viability of the hotel by maximizing revenues and profits to provide a satisfactory return to the owners, members and the management company. The operating philosophy, at all times, will reflect quality without extravagance, productivity without waste, yet this will not compromise the standards of comfort and service that the guest will receive. The modus operandi for staffing the hotel will be that of the International 5 star properties.
5. To plan, provide and maintain superior facilities and services throughout the hotel commensurate with the needs of the market segments the hotel will be approaching and remain flexible to meet the changing needs of these markets.
6. To provide and maintain impeccable standards of cleanliness and sanitation.
7. To source staff members, on all levels who are willing to provide the highest levels of personal service, flexible working hours and cross training of functions to maintain a high level of productivity and ensure that labor cost is kept low while maintaining these standards. Management will be highly visible with an emphasis on Hotelkeeping and working supervisors.
8. To develop and institute personnel policies which will allow us to reach the hotel’s objectives and to recognize the contribution of the individual by:
- developing a functional organization
- developing and utilizing meaningful job clarifications, which will integrate the hotel and employee objectives
- instituting selection standards for all jobs consistent with required performance
- introducing an employee performance evaluation program
- identifying and strictly adhering to all fair employment practices
- establishing and maintaining well-designed training programs, and
- providing and maintaining the same high physical standards in the back of house as in the front of house.
9. To develop, introduce and monitor a Quality Assurance Program thereby ensuring the hotel objectives
are achieved and maintained.
Find out more about our Operating Manuals.
