– Game Lodge Management Course
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distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
1
Guide # 5 of 5 © Copyright
Module # 7 - Component # 1
Front of House
Policies & Procedures
What follows are suggested or recommended Policies and Procedures that may
be utilsed as a guide; or used as a template to create your own, should they
not exist at your lodge.
These should not be considered the single correct method, technique or
systematic way in which to undertake the tasks described; rather they are
provided as model for you to update and edit to your unique situation and
circumstance.
It must also be noted that several of these” P & P’s “are applicable to
multiple Units, Divisions or Department of a lodge. For example, “Lost
Luggage” is applicable to Front of House and Reception.
We have however not duplicated them across the various sections.
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
2
Guide # 5 of 5 © Copyright
The Policies and Procedures examined include:
Front of House
Beverage Sales
Evacuation Procedures
Extra bed Request
Foreign Exchange Request
Guest Check In
Guest Checkout
Guest Complaint Verbal
Guest Inspection of Room
Guest Transfer outsourced vendor
Late Checkout
Lost Property
Luggage Collection
Luggage Delivery
Management of Keys
Property Damage
Reservation Cancellation
Reservation Request
Room Allocation
Security Procedure
Telephone Handling
Wake-Up Call
Written Complaints
Food & Beverage
Cashiering
F & B Costings
Goods Receiving
Kitchen Cleaning
Managing Functions
Menu Planning
Mis-en-Place
Purchasing
Quality Assurance of Suppliers
Restaurant Cleaning
Restaurant Linen
Restaurant Payment
Restaurant Seating
Scullery Processes
Serving Guests
Stock Rotation
Storage Procedures
Taking an Order
Back of House
Canteen Cleaning
Refuse Sorting
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
3
Guide # 5 of 5 © Copyright
Admin Finance
Asset Tracking
Bank Reconciliations
Commission Claims
Credit Applications
Creditor payments
Daily Banking Journal
Debtors Reconciliation
Drop Safe Reconciliation
Monthly Reporting
Petty Cash Procedure
Staff Calls
Staff Travel
Tip Gratuity Procedure
Housekeeping
Annual Room Maintenance
Daily Maintenance
Daily Room Tent Cleaning
Housekeeping Amenities Supplies
Housekeeping Key Management
Laundry Dry-cleaning
Linen Stock Management
Lost Damaged Laundry
Maintenance Procedure
Public Area Cleaning
Public Area Handover
Public Bathroom Cleaning
Room Status
Spring Cleaning
Stock take
Sub-contractor Procedure
Trolley Procedure
IT
Back-Ups
Care and Maintenance
Management
Absenteeism
Purchasing
Quality Management
Staff Rosters
Reservations
Complimentary Reservation
Group Reservation
Rate Determination
Telephonic Complaint
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
4
Guide # 5 of 5 © Copyright
Beverage Sales
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
5
Guide # 5 of 5 © Copyright
Evacuation Procedures
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
6
Guide # 5 of 5 © Copyright
Extra bed Request
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
7
Guide # 5 of 5 © Copyright
Foreign Exchange Request
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
8
Guide # 5 of 5 © Copyright
Guest Check In
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
9
Guide # 5 of 5 © Copyright
Guest Checkout
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
10
Guide # 5 of 5 © Copyright
Guest Complaint Verbal
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
11
Guide # 5 of 5 © Copyright
Guest Written Complaints
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
12
Guide # 5 of 5 © Copyright
Guest Inspection of Room
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
13
Guide # 5 of 5 © Copyright
Guest Transfer outsourced vendor
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
14
Guide # 5 of 5 © Copyright
Late Checkout
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
15
Guide # 5 of 5 © Copyright
Lost Property
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
16
Guide # 5 of 5 © Copyright
Luggage Collection
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
17
Guide # 5 of 5 © Copyright
Luggage Delivery
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
18
Guide # 5 of 5 © Copyright
Luggage Storage
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
19
Guide # 5 of 5 © Copyright
Management of Keys
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
20
Guide # 5 of 5 © Copyright
Property Damage
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
21
Guide # 5 of 5 © Copyright
Reservation Cancellation
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
22
Guide # 5 of 5 © Copyright
Reservation Request
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
23
Guide # 5 of 5 © Copyright
Room Allocation
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
24
Guide # 5 of 5 © Copyright
Security Procedure
– Game Lodge Management & Economics Course
This course material is the copyrighted intellectual property of WildlifeCampus. It may not be copied,
distributed or reproduced in any format whatsoever without the express written permission of WildlifeCampus
25
Guide # 5 of 5 © Copyright
Telephone Handling