Food and Beverage
Island Hospitality SOPs
Potpourri
Housekeeping
Front Desk
100
The first thing to do each morning.
What is take the cooler temps?
100
The amount of time prior to your shift you are expected to call off.
What is at least 2 hours prior to shift.
100
President and CEO of Hilton Worldwide.
Chris Nassetta
100
How many rooms does the hotel have. (Note, we missed this on internal audit room rec report)
What is 170?
100
The house limit at the Homewood Lansdale (hint, guest balances cannot exceed this number).
What is $1000
200
The Suite Shop
Where a guest find a quick snack, beverage, or forgotten item!
200
When calling off of a scheduled shift, this is the number you should call.
What is the Front Desk / 215.362.6400
200
Island Hospitality CEO
Who is Gregg Forde?
200
Island Hospitality standard for the position of the guest room door when cleaning a suite.
What is closed.
200
The state the front desk cash drawer should be in at all times.
What is locked?
300
5pm - 630pm Wednesday
What are weekly social hours?
300
Acceptable ID for a duplicate key.
What are any of these:
THE BEST PRACTICE IS TO ACCOMPANY THE GUEST TO THE ROOM AND CHECK THEIR ID.
- They must know the name of the guest the room is registered to;
- They must know the address, telephone number, e-mail address, and company (if applicable) of the registered guest.
- They must know how to spell the name of the registered guest.
- They must know any vehicle information in the system for the registered guest (if applicable).
- They must know the check in and check out date.
- They must know the level of reward member of the registered guest.
- They must know the type of credit card used for payment.
- A call should be made to the room number to inquire with anyone who answers.
300
1985
What is the year Island managed its first hotel?
300
When should we use our housekeeping key to let a guest into their room?
What is NEVER! (we should direct the guest to the front desk to be sure of who we are giving access to)
300
5 Step Process (or model) to field a complaint.
What is: Listen - Empathize - Apologize - React - Notify.
400
The certification requred for those who dispense alcohol at the hotel.
What is PA RAMP Certification.
400
The number of keys needed to open the key box.
What is 2? Lock and Guard.
400
His adventures are shared in books sold at the Homewood Suites.
Who is Lewis the Duck?
400
Stop. Call a member of the Emergency Response Team (ERT) - Scott / Everett / Janice / Denise / Lindsey
What do you do if you find a needle, or blood, in a guest room?
400
What does an associate do with a guest complaint?
What is own it to completion!
500
The temperature reheated (or frozen) food must reach to prior to placing on the buffet.
What is 165 degrees?
500
What should be worn while cleaning any guest room?
What are gloves?
500
He founded Island Hospitality
Who is Jeff Fisher?
500
The type of spray nozzle should be on the Pink cleaner
What is a foaming spray nozzle?
500
The most important piece of info to gather at check in to assist sales department?
What is the company name?