STANDARD OPERATING PROCEDURE(PROPOSAL)

INDEX.

1.0 General

2.0 Operational policy

2.1 Front office

2.2 Housekeeping and laundry

2.3 Bar

2.4 Restaurant

2.5 Kitchen

2.6 Functions

3.0 Financial policy and control

3.1.1 Cash

3.1.2 Stock + Other purchase matters

3.1.3 Stores

3.1.4 Accounts

4.0 Administrative policy

4.1 General

4.1.1 Working Days

4.1.2 Discipline

4.1.3 Cleanliness/Neatness

4.1.4 Secrecy and Communication

4.2.0 Employment and Engagement

4.2.1 General

4.2.2 General
4.2.3 Terms

4.2.4 Termination

4.2.5 Interdiction

4.3.0 Emoluments & Salaries

4.3.1 Directors

4.3.2 General staf

1.0 GENERAL:

Incorporated in 23rd May2013, The Club operates in accordance with its Memorandum and Articles of
Association

This policy meets the Operational requirements based on product mix approach, and also incorporates
Administrative and Financial policies

2.0 OPERATIONAL POLICY:

2.1 Front Office

2.1.1 Working Hours

(i) Reception Staf shall work on shift to be arranged by the Hotel Manager. Example:-

1st Shift – 8.00am………… to 03.00pm,

2nd shift – 03.00pm…….. To 10.30pm following the night Shift

(ii) Working hours shall be observed. Late coming to work or absence from work during working hours
shall subject the employee to displinary action including the termination of services

2.1.2. Neatness:-

The Company shall provide uniforms to Reception staf. Staf and their surroundings shall be required to
be neat and clean. These include the lobby and corridors. On –compliance shall attract disciplinary action
including the termination of services

2.1.3. Operational

Reception staf shall be required to be conversant with:-

(i) Hotel Reservation procedures

(ii) Proper guest handling procedures including check in and check out

(iii) Safe keeping of room Keys and proper allocation of rooms and their corresponding rates or charges

(iv) Proper handling of Guest valuables including money where necessary

(v) Cash handling of Room sales including g documentation as per accounting procedures
2.1.3. Responsibilities:

Reception staf shall be responsible with the upkeep of all Assets of the company within the Reception
area.

NOTE: Incompetence, irresponsibility and non-compliance in handling any of the above shall attract
disciplinary action including the termination of services with the company

2.2.0 Housekeeping and Laundry

2.2.1 Working hours:

(i) Housekeeping and Laundry staf shall work on shift to be arranged by the Executive Housekeeper
example;-

1st shift – from 8.00am to 03.00pm

2nd shift – from 03.00pm to 10.30 pm following night shift

(ii) Working hours shall be observed to avoid disciplinary action. Late reporting to work and absence
from work during working hours shall be punishable

(iii) Room check out shall be 10.00am and 11.00am respectively

2.2.2. Cleanliness:

(i) The company shall provide uniforms to Housekeeping and Laundry staf. Staf shall be required to
be neat otherwise displinary action shall be taken.

(ii) Rooms ,including walls,cellings,curtains,bath rooms, carpets and other decorations must properly
cleaned and beds remade not later than 13.00 noon

(iii) The House keeper shall ensure the surrounding areas to the guest rooms are kept clean

(iv) The House keeper ensures the Linen keeper clean and washes the linen as per laundry standards and
specifications.

2.2.3. Operations:

The House keeper shall be required to be conversant with:-

(i) Ordering and receiving procedures of housekeeping items from the stores

(ii) Handling of Guests and the non interference of their belongings

(iii) Proper procedures of entering into occupied rooms especially where the Guest is in the respective
room
2.2.4 Responsibilities:

Housekeeping staf shall be responsible with all Assets of the company in the in the guest rooms and
Laundry

NOTE: Incompetence, irresponsibility and non-compliance in handling any of the above shall result in
disciplinary action and where necessary, the concerned shall have his or her services terminated

2.3.0 BAR:

2.3.1 Working Hours:

(i) Bar men shall work on shift. Working hours shall be arranged by the Hotel Manager/Food & Beverage
Manager/Restaurant Manager example:

A three day shift shall be operative with working hours as under:

Monday to Wednesday - As from 08.00am to 10.00am last day. This shall including weekends and public
holidays.

(ii) Hours of works shall be observed to avoid disciplinary action. Late coming to work should be avoided.
It is punishable

2.3.2. Cleanliness:

The Barman shall be required to be clean and smart all time.

In addition, the Barmen shall be responsible with:

(i) Cleanliness of bar and its surroundings

(ii) Cleanliness of Machines and Equipment including Furniture at the Bar area

(iii) Cleanliness of Glasses and Wares at the Bar.

2.3.3. Operations:

The Barman shall be required to be conversant with:-

(i) Ordering and receiving procedures of bar items from stores

(ii) Selling procedures of all beverages and snacks

(iii) Handling of spoilages,shortages,or losses to conform with Accounting procedures

(iv) Proper handling of Bar Guest including the provision of satisfactory service irrespective of the mood
of the customer

(v) Daily and End of shift reporting procedures as to sales and stocks

(vi) Proper Cash handling including the documentations as per accounting procedures

2.3.4. Other Responsibilities:

The Barmen shall be responsible for all Assets of the company at the Bar which should include Beer,
Soda empty crates, glasses, and bottles. Dispensing machines and accessories.

NOTE: Incompetence, Irresponsibility and non-compliance in handling any of the above shall be
punishable which could include the termination of services with the company

2.4.0 RESTAURANT:

2.4.1 Working Hours:

(i) Restaurant staf shall work on shift. Hotel manager/Food and Beverage Manager shall be responsible
with the arrangement .Example;

1st shift ……………. From 6.30am to 03.00pm

2nd shift …………….. From 03.00pm to 10.30 pm following night shift for room service operation

(ii) Hours of work shall be observed to avoid disciplinary action

2.4.2 Cleanliness:

(i) Restaurant Staf (waiters) shall be required to have clean uniforms to relay up the company motto of
tidiness. The kind of uniform shall be determined by the Directors or General Manager

(ii) Cleaning of Restaurant tables and chairs shall be the responsibility of Restaurant staf

(iii) The professional arrangement of tables, chairs and other restaurant service equipment shall be
responsible for Restaurant staf.

2.4.3 Operations:

i. Restaurant Staf shall be required to be conversant with:

ii. Ordering and receiving procedures of Restaurant items from stores
iii. Hotel ethics as to Restaurant service standards
iv. Timely handling of Guest Orders
v. Where necessary, timely handling of guest complaints with an end to settle/solve the problems
graciously
 vi. Timely and constant follow up of food orders from kitchen for individual customers not been
served
vii. Fast and quick attention on orders for drinks
viii. Cash handling including all documents as per the amounting procedures

2.4.4 Other Responsibilities:

The Restaurant Staf shall be responsible with all Assets of the company/hotel at the restaurant. i.e
Tables,chairs,glasses,crockeries,siliverware and accessory items

NOTE: Incompetence, Irresponsibility and non-compliance to the above shall result in disciplinary action
which could amount to the termination of service

2.5.0 KITCHEN:

2.5.1 Working Hours

(i) Kitchen Staf shall work on shift to be arranged by the Chef or Generqal Manager. Example:-

1st shift-------- from 6.30am to 03.00pm

2nd shift-------from 03.00pm to 10.30pm

(ii) Working hours shall be observed to avoid disciplinary action. Late coming to work and absence from
work during working hours shall be subjected to disciplinary

2. 5.2 Tidiness (cleanliness)

i. Kitchen staf shall be provided with uniforms. Staf shall be required to be neat
ii. The kitchen shall be kept clean.
iii. Surroundings to the kitchen shall be kept clean
iv. Kitchen utensils shall be properly maintained and cleaned
v. Food preparation shall be hygienic presented

2.5.3 Operations:

i. Kitchen staf, under the Chef shall be required to be conversant with:-

ii. Ordering and receiving procedures of Food or kitchen items from the Stores
iii. To portion the food items into required portions and avoiding spoilage and wastages.
iv. Food preparation to required standards as to QUALITY and QUANTITY
v. Timely preparation and delivery of food to waiters for customers
vi. Maintenance of proper documents used to issue out food to waiters
vii. Daily and end of shift reporting procedures as to Sales.Stock,Spoilages,wastages.

2.5.4 Other Responsibilities:

 i. Kitchen staf shall be responsible to all Assets of the hotel in the kitchen eg Cookers unit plant
and Utensils
ii. Kitchen staf shall ensure there is no trespass into the kitchen by non kitchen staf and customers

NOTE: Incompetence, irresponsibility and non-compliance shall be punishable. It could amount to

termination of services.

2.6 Functions:

i. The Club shall provide banquet operation and outside catering services. These shall be under the
General Manager or his appointee
ii. The General Manager shall arrange for operational staf or labourers to manage various
functions
iii. The General Manager shall ensure there prevails and acceptable cord of behavior to staf and
laborers managing a functions. Cleanliness shall be observed.

2.6.1 Operations:

The General Manager or his Appointee shall be required to:-

i. Be conversant with identification of required menus by customers

ii. Be conversant with stock costing and pricings purposes
iii. Be conversant with ordering as well as receiving procedures of food or beverage items from the
stores to meet the requirements of the functions
iv. Be conversant with function equipment for satisfactory performance of the function

OBSERVE: Misconduct and irresponsibility at function places involving staf shall be punishable including
summary dismissal.

3.0 FINANCIAL POLICY:

The Accountant shall be accountable to the General Manager on all Hotel Finances, which shall include:-

i. Cash at Bank and in Hand

ii. Stock purchases matters
iii. Stores matters
iv. Banquet function matters
v. Other Accounts matters

3.1.1 Cash:

i. Cash handling shall be as per the Accounting procedures

 ii. Staf entrusted with cash handling as stipulated in the financial accounting and control hand
book shall be expected to be honest and to exercise extreme care to avoid losses.
iii. At the direction of management, staf causing cash losses shall either:-
a. Have their salary deducted or,
b. Have their services terminated or,
c. Face a summary dismissal or,
d. Be taken to court for prosecution

3.1.2 Stock and other purchase matters:-

i. Procedures shall be as per the Accounting procedures outlined in the Club revenue Accounting
Handbook.
ii. Staf handling purchases shall at the same time be entrusted with cash for the purpose (3.1.1
above)
iii. Purchase department staf found not to follow the required purchase and retirement procedures
shall have their services terminated
iv. Purchasing department staf shall be required to read and understand the Financial and Work
procedures handbook as failure to perform any of the duties including proper documentations
shall attract disciplinary action.

3.1.3 Stores:

i. Stores staf shall be requires to:

ii. Keep the Store Clean
iii. Maintain and have proper arrangement of goods on the stores
iv. Keep proper records of all goods in stores
v. Be responsible with the Company `s fixed assets and other inventories in the stores

In addition Stores staf shall be required to read and understand the stores accounting procedures and
regulations.

Incompetence to perform the store duties, irresponsibility or non-compliance to handle any other duties
as per financial regulations of hotel shall attract disciplinary action including the termination of services
with the hotel.

3.1.4 Accounts:

Accounts Staf under the direction of the Accountant shall be required to:

The accounts personnel shall be required to keep proper accounting records as to:-
 i. Cash
ii. Bank records
iii. Stock purchase records
iv. Sales Records
v. General saleable stock records
vi. Fixed Assets records
vii. Other Financial Records and Reports

Incompetence to perform accounting duties, irresponsibility, shall subject the respective staf to
disciplinary action, which may include the termination of services with the hotel

4.0 ADMINISTRATIVE POLICY

4.1 General;

This policy is centered on staf punctuality to work discipline, Employment, and on salaries and other
Emoluments to Board of Directors as well as General staf

4.1.1 Working Days:

Due to the Club’s nature of business (hotel operations), working days shall be counted to include
Sundays and Public Holidays. Most staf shall work on shift and in most cases a working day of duty shall
be granted. At the discretion of management, Overtime or other compensation in kind shall be ofered
during Public Holidays announced by the Government.

(i) However, general staf shall work as under:

a) Monday to Saturdays……………… From 8.00am to 04.00pm
There shall be a 1Hour lunch break
b) Sundays and Public Holidays……………. From 08.00am to 1.00pm. This subjected to
the necessity of operational work

Generally it shall involve the hotel Casheir, Stores and Purchase personnel
(ii) Working hours shall be observed.
There shall be an attendance register. Every staf shall be required to sign in the register at
the time of reporting for duty and leaving the office. The attendance register shall be
checked periodically by the Administration
(iii) Persistent late coming to work for at least 5 days in a month shall subject an employee to a
warning in written. There shall be a maximum of three warnings consecutively, thereafter
disciplinary action shall be taken which could result in termination(refer to National Labor
laws procedures)

4.1.2 Discipline:

Every employee shall be required to maintain a high standard of discipline as to:

i. Co- operation with fellow workers. Co-operation leads to achievement in business goals
 ii. Good behavior to fellow workers, guests and management. Although hidden, this is a good
business advertisement as guests will always talk good of the hotel
iii. Proper maintenance of company properties. An employee who mishandles hotel`s property shall
be charged accordingly
iv. Any employee found to use abusive language shall be subjected to disciplinary action including
the termination of services.

4.1.3 Cleanliness/ Neatness:

The hotel shall ensure the premises are kept clean including the proper maintenance of the buildings.
This Housekeeping department shall be responsible with the upkeep of the gardens and decorations

Additionally:-

a. All staf shall be required to be smart and clean

b. All staf shall be required to wear smart casual

4.1.4 Secrecy and Communication:

i. Any employee found to expose any secrets of the hotel, which he comes across, shall either be
terminated or summary dismissed
ii. No employee shall be allowed to talk to the media except with the express authority of
managing Directors. Contravention shall render the employee to termination or summary
dismissal
iii. All correspondence outside the Hotel shall be signed by Hotel Manager/Directors. Other
employees may sign upon grant of permission by a Managing directors