You are the newRooms/F&BDivision Director (chose 1) of a prestigious XX star luxury hotel in Barcelona named "La Pasin".

You have been hired a week ago to fill the position and within your first week on the job you realized that you had your work cut out for you...

There areno policy guidelinesin place, employees are inconsistent in their working procedures and guests are complaining on a daily basis. The previous Director had no proper education in hospitality and did not provide the employees with any sort of training either. So, drastic changes need to be made.

You now need to implement SOPs (Standard Operating Procedures) in order to get your staff to a service performance level that embodies:luxury.

Guidelines:

1. You need to chose your role and decide on a department: F&B or Rooms Division

2. Define the star classification of your hotel (3 - 4- 5) and in which area you want to implement the SOP (Restaurant, Front Office, Bar, Guest Services)

3. Chose a process that you would like to illustrate and describe for your SOP:

RD

- Arrival

- Check-in

- Departure

- Check-out

F&B

- Tacking a menu order

- Welcoming & Seating guests

- Dealing with a Customer Complaint

- Briefing and Service Sequences

Try to implement the lessons you learned from this course and put yourself in the shoes of the employees that will need to execute and follow your SOP.

Your SOP needs to be easy to understand, should have visuals, and has to detail necessary actions in sequence. Do not forget to cater towards different guest scenarios and prepare your SOP with appropriate guidelines to handle them appropriately.