Small Hotel Operations Manual Template Free Download Workflow

Guest Arrival

This business workflow step encompasses the initial interaction between the hotel staff and arriving guests. Upon arrival, guests are greeted by a receptionist who verifies their identity through government-issued ID and confirms their booking details. The receptionist then checks the guest into the system, assigns them a room key, and provides information about the hotel's facilities, amenities, and services. Guests may also be offered assistance with carrying luggage or directed to the designated check-in area if there are multiple guests arriving at the same time. Additionally, this step involves ensuring that the guest's contact details are accurately recorded for future communication purposes.

The Room Assignment process involves allocating a designated room to guests or meeting attendees. This procedure is initiated when a booking request is received for a particular date and time slot. The following steps are involved:

1. Booking Request: The guest or attendee submits a booking request specifying their preferred dates, start and end times, and the number of people attending.

2. Room Availability Check: The system checks if there is an available room that meets the specified requirements during the requested time frame.

3. Room Allocation: Once an available room is identified, it is assigned to the guest or attendee for their designated period.

4. Notification: Both the guest or attendee and the relevant department are notified of the room assignment via email or another preferred medium.

5. Confirmation: A confirmation process ensures that all parties agree on the allocated room details, including any specific requirements such as equipment setup or catering arrangements.

The Check-in Procedure is an essential step in our business workflow that ensures seamless communication and coordination among team members. This process involves a series of actions taken when a project or task is initiated. First, relevant stakeholders are informed about the upcoming task through a designated notification system. Next, team leads review the project requirements to confirm understanding and assign tasks accordingly. Following this, team members receive their assigned tasks and necessary resources to begin work on the project. The Check-in Procedure also includes regular progress updates, which allow for timely identification of potential issues or roadblocks. This helps maintain momentum and ensure that projects are completed efficiently and effectively.

Create Guest Profile

This business workflow step involves collecting and storing essential information about each guest who interacts with the business. The process begins when a guest initiates contact or arrives at the business location. Details such as name, email address, phone number, and any special requests are obtained through various channels like online forms, in-person conversations, or telephone calls.

The collected data is then stored securely within the business's database. This information serves multiple purposes, including facilitating communication, providing personalized experiences, and enabling targeted marketing efforts. The creation of a guest profile helps to establish a relationship with each individual, allowing the business to tailor its interactions and offerings to meet their specific needs and preferences.

Welcome Email to Guests is a critical business workflow step that ensures timely communication with new guests. This process involves sending a personalized email to guests shortly after they have made a booking or inquiry. The email aims to provide essential information about their stay, including check-in and check-out times, hotel policies, and local attractions.

The Welcome Email to Guests workflow typically begins when a guest completes the booking process online. The system then triggers an automated email sequence that includes a welcome message, payment details, and other relevant information. The purpose of this step is to set clear expectations, establish trust, and create a positive first impression of the hotel or service provider.

Follow-up on Guest Feedback This step involves verifying guest feedback to ensure it is accurate and complete. The team reviews all comments, ratings, and concerns provided by guests. They identify areas of improvement, categorize feedback into actionable items, and prioritize tasks based on urgency and impact.

The follow-up process also includes checking for any inconsistencies or duplicates in the feedback received. This ensures that all guest feedback is properly accounted for and addressed. Additionally, this step involves escalating critical issues to senior management or external parties if necessary. By following up on guest feedback, businesses can demonstrate their commitment to improving customer satisfaction and loyalty, ultimately driving revenue growth.

The Daily Room Inspection is a critical business workflow step that ensures the quality of accommodations provided to guests. This process involves a thorough inspection of each room by a designated team member to verify that it meets the hotel's standards.

Step 1: Preparation The inspector receives a list of rooms scheduled for daily inspection and reviews the guest check-out status.

Step 2: Room Inspection The inspector conducts a comprehensive examination of the room, including its cleanliness, condition, and any reported issues.

Step 3: Documentation The inspector completes a detailed report of their findings, noting any discrepancies or concerns that require attention.

Step 4: Follow-up The inspector ensures that any necessary repairs or maintenance are completed before the next guest arrival.

The Maintain Room Inventory step is a critical process in managing hotel operations. This step involves counting and verifying the number of rooms available for occupancy against the property management system (PMS) inventory. The goal is to ensure that all room types are accurately represented and accounted for, minimizing discrepancies between physical reality and digital records.

A designated staff member conducts a thorough room count, inspecting each room's condition, fixtures, and amenities. Any inconsistencies or errors found during the process are reported and rectified in real-time. This meticulous process helps maintain an up-to-date PMS, enabling informed decision-making regarding room assignments, pricing, and marketing strategies. By streamlining this process, hotels can guarantee guest satisfaction by providing accurate accommodations according to their preferences and needs.

Business Workflow Step: Notify Staff about Special Requests

This workflow step is triggered when a special request is made by a customer or internal team. The purpose of this step is to inform staff members who will be directly involved in fulfilling the special request.

Upon receiving the notification, assigned staff will receive an alert with details about the special request. This includes any relevant information such as product requirements, timelines, and specific instructions from the requester.

Staff are expected to review the notification and acknowledge receipt of the request within a specified timeframe. If additional clarification or resources are required, they can also initiate further communication through a designated channel.

Business Workflow Step: Verify Guest Departure

This critical step ensures that all departing guests have checked out of their assigned accommodations. It involves inspecting rooms for cleanliness and damage, as well as verifying that all guest belongings and personal items are removed or inventoried before releasing the room to other guests.

The process begins with a thorough inspection of each room, checking for any remaining linens, towels, or amenities. Next, staff members review the room's inventory and reconcile any discrepancies with the original check-in records. If any issues arise during this process, they are addressed promptly to prevent any delays in room preparation for incoming guests.

Once all rooms have been inspected and inventoried, a final confirmation is made that each guest has indeed departed, thus closing out their stay and allowing staff to prepare the facilities for the next group of visitors.

The Check-out Procedure is a crucial business workflow step that ensures a seamless experience for customers as they conclude their transactions. This process involves verifying the accuracy of purchases, handling payment processing, and issuing receipts or invoices.

Upon completing their shopping, customers proceed to the check-out counter where staff assist them in reviewing their items. The staff then rings up the sale, applying any applicable discounts or promotions, and ensures that all items are accounted for. If necessary, customers can return or exchange items during this stage.

Once payment is processed, a receipt or invoice is generated, detailing the transaction details. The check-out procedure also involves storing customer data, if applicable, to facilitate future purchases or loyalty program enrollments. By following this well-structured process, businesses can maintain high standards of customer satisfaction and efficiency in their operations.

Update Guest Profile on Departure

This business process involves updating the guest profile upon their departure from the accommodation. The steps involved in this workflow are as follows:

1. Receive Departure Notification: Receive a notification from the front desk or housekeeping department that a guest is checking out.
2. Verify Check-out Details: Verify the guest's check-out details, including the room number and date of departure, to ensure accuracy.
3. Update Guest Profile: Update the guest's profile with their latest stay information, including dates, room type, and any other relevant details.
4. Review and Approve Updates: Review and approve the updated guest profile for accuracy and completeness.
5. Notify Relevant Teams: Notify relevant teams, such as marketing or loyalty programs, of the guest's departure to ensure seamless communication.