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Post by Admin on Dec 18, 2013 13:48:02 GMT
Dear all, As I was so busy with the seminar and rectorat agenda lately, I hereby attach the lesson to be discussed in the forum.Please download the attachment and answer two questions written under the essay. Here is the attachment : JOB description and SOP.pdf (246.09 KB) The due date is Tuesday,December 24,2013 for all classes (7a-7e) Enjoy on line class! Akmal |
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Post by rasidi1c on Dec 19, 2013 16:37:04 GMT
HERARCHY MASLOW’S NEED
Group X :Mutammimah, Rasidi, Legiati
THE Maslow’s herarchy of need ; 1. THE Maslow’s herarchy of need 2. safe ty needs 3. Social needs
4. esteem needs 5. self-actualization needs
1.physiological needs, Physiological needs are basically the needs of human body that must be satiesfied to maintain homeostaties
2.the Safety needsIt’s, concerned with protection againts danger, threat, or devipration
3. the Social needs,Generally categorized under the social needs are the needs for love, affection,belonging. The needs concerned establishing one’s position relative to other
4.the esteem need, This needs concerned with the development of various kind of relationship based on adequacy, independent, and the giving and receiving of indication of self esteem and acceptance
5.Self-Actualization That is the need of person to reach his potential in term of the application of his own ability and interest in functioning in his environment
In our society the physiological and safety needs are more easily and therefore more generally satisfied
percentage of satisfaction of human needs as follow
What does safety need means
Management is the process of getting activities completed efficiently and effectively with and through other people, these are : Planning , Organizing , Motivating and Controlling
functions of management ; Planing, Motivating, Organizing, Controling
Motivating ; Motivating – directing or channeling human behavior toward goals
Controlling ; Controlling – measuring performance against goals, determining causes of deviations, and taking corrective actions where necessary.
The Objectives of Controling ; 1. To know whether the a work run smoothy to correct
PRESENT TENSE Positif StatementS + to be + v , You are work, Negative Statement, S + to be +not + v1, You are not work, Introgative Statement : to be + S + v1 ? Are you work ?
By Rasidi NPM 13510069 kelas Ic
HERARCHY MASLOW’S NEED
Group X :Mutammimah, Rasidi, Legiati
THE Maslow’s herarchy of need ; 1. THE Maslow’s herarchy of need 2. safe ty needs 3. Social needs
4. esteem needs 5. self-actualization needs
1.physiological needs, Physiological needs are basically the needs of human body that must be satiesfied to maintain homeostaties
2.the Safety needsIt’s, concerned with protection againts danger, threat, or devipration
3. the Social needs,Generally categorized under the social needs are the needs for love, affection,belonging. The needs concerned establishing one’s position relative to other
4.the esteem need, This needs concerned with the development of various kind of relationship based on adequacy, independent, and the giving and receiving of indication of self esteem and acceptance
5.Self-Actualization That is the need of person to reach his potential in term of the application of his own ability and interest in functioning in his environment
In our society the physiological and safety needs are more easily and therefore more generally satisfied
percentage of satisfaction of human needs as follow
What does safety need means
Management is the process of getting activities completed efficiently and effectively with and through other people, these are : Planning , Organizing , Motivating and Controlling
functions of management ; Planing, Motivating, Organizing, Controling
Motivating ; Motivating – directing or channeling human behavior toward goals
Controlling ; Controlling – measuring performance against goals, determining causes of deviations, and taking corrective actions where necessary.
The Objectives of Controling ; 1. To know whether the a work run smoothy to correct
PRESENT TENSE Positif StatementS + to be + v , You are work, Negative Statement, S + to be +not + v1, You are not work, Introgative Statement : to be + S + v1 ? Are you work ?
By Rasidi NPM 13510069 kelas Ic
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Post by Admin on Dec 20, 2013 10:42:59 GMT
HERARCHY MASLOW’S NEED Group X :Mutammimah, Rasidi, Legiati THE Maslow’s herarchy of need ; 1. THE Maslow’s herarchy of need 2. safe ty needs 3. Social needs 4. esteem needs 5. self-actualization needs 1.physiological needs, Physiological needs are basically the needs of human body that must be satiesfied to maintain homeostaties 2.the Safety needsIt’s, concerned with protection againts danger, threat, or devipration 3. the Social needs,Generally categorized under the social needs are the needs for love, affection,belonging. The needs concerned establishing one’s position relative to other 4.the esteem need, This needs concerned with the development of various kind of relationship based on adequacy, independent, and the giving and receiving of indication of self esteem and acceptance 5.Self-Actualization That is the need of person to reach his potential in term of the application of his own ability and interest in functioning in his environment In our society the physiological and safety needs are more easily and therefore more generally satisfied percentage of satisfaction of human needs as follow What does safety need means Management is the process of getting activities completed efficiently and effectively with and through other people, these are : Planning , Organizing , Motivating and Controlling functions of management ; Planing, Motivating, Organizing, Controling Motivating ; Motivating – directing or channeling human behavior toward goals Controlling ; Controlling – measuring performance against goals, determining causes of deviations, and taking corrective actions where necessary. The Objectives of Controling ; 1. To know whether the a work run smoothy to correct PRESENT TENSE Positif StatementS + to be + v , You are work, Negative Statement, S + to be +not + v1, You are not work, Introgative Statement : to be + S + v1 ? Are you work ? By Rasidi NPM 13510069 kelas Ic Ok Mr.Rasidi. Actually you can explain the meaning in general in the first paragraph,then in the second,third,and fourth paragraph are the detail.Examples are given in each need. Your hard work for this assignment is worth B-.C u |
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syifa
New Member
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Post by syifa on Dec 20, 2013 12:14:41 GMT
Dear Mr.Akmal
1. Yeah, I think there are many relationship between job description and job standard of operational. Job standar of operational can improve the skill of employees, and also it became the way to create organization on job. The company must give SOP and evaluate the employees. I have seen articles (they tell about SOP), I think, the point Neha’s article is same as the other articles. But Neha just explain about SOP of Hotel. Example: I am working in broadcasting company and my office has SOP to employees. Every employee must know their job, because the office is media company. So, employees must work as team work not INDIVIDUALLY. It means that my office have SOP for each division. Staff program and announcer have SOP to create on air event. The account executive (AE) also has SOP. The end of month, my team make evaluation for increase the skill. That’s all.
2. I agree that SOP can take up to three months to complete. To complete the SOP, employees learn the procedure of the job, in order to make harm office’s condition. Employees have to keep customers and client, because hotel industry gets benefit from clients (as same as broadcasting company).
Regard
Syifau Khoirun N / 10420095
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Post by Admin on Dec 21, 2013 1:07:06 GMT
Dear Mr.Akmal 1. Yeah, I think there are many relationship between job description and job standard of operational. Job standar of operational can improve the skill of employees, and also it became the way to create organization on job. The company must give SOP and evaluate the employees. I have seen articles (they tell about SOP), I think, the point Neha’s article is same as the other articles. But Neha just explain about SOP of Hotel. Example: I am working in broadcasting company and my office has SOP to employees. Every employee must know their job, because the office is media company. So, employees must work as team work not INDIVIDUALLY. It means that my office have SOP for each division. Staff program and announcer have SOP to create on air event. The account executive (AE) also has SOP. The end of month, my team make evaluation for increase the skill. That’s all. 2. I agree that SOP can take up to three months to complete. To complete the SOP, employees learn the procedure of the job, in order to make harm office’s condition. Employees have to keep customers and client, because hotel industry gets benefit from clients (as same as broadcasting company). Regard Syifau Khoirun N / 10420095 Ok Syifa, you are the first to comment.We just wait other comments on your ideas and Neha's expalanation.Best of luck. |
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Post by Etty Ayu Kartika on Dec 21, 2013 2:37:13 GMT
1. I think job description and job standard of operational have many relationship. A typical procedure is standard operating in three parts: the purpose, or made a clear SOP and the details of what the expected results should be a procedure or a step-by-step manual control tasks, and resources, including personnel hotel, other employees or managers and databases, or other references. Job standard of operational can improve the employee's skill and to improve the customer experiences. Sometimes, the employee can gets a tip from the guest or the customer. Hotels can use different types of standard operating procedures. Tool procedures to focus on specific tasks, such as the hotel staff might have to deal with. Tool procedures may include tasks that the hotel staff are likely to face every day as late check-out or temperature concerns, and in rare circumstances, such as fire alarms sound or malfunctioning elevator .The article also tells about SOP (Standard Operational Procedure). Take SOP also provides a basis for performance evaluations of the hotel employees. 2. I agree with Neha that it needs three months to complete the SOP of particular job, because it's must be tested and evaluated in depth to completed it and make the succeed. Hotel standard operating procedures are more successful when employees are involved in its creation. That's all sir, Thank you  Etty Ayu Kartika / 7E / 10420113 |
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Post by achyar on Dec 21, 2013 2:53:26 GMT
1. There are any relationship between job description and job standard of operational. Job standard operating procedures to improve the customer experience. It also can improve the skill of the employee to make their job to be better. Standard operating procedures for the training of this staff is the best way to handle a situation, from Fielding guest complaint handling, fire drills. By creating a structure for service abroad, which is consistent and well thought out, senior management, hotels can provide a positive guest. In a hotel, the employee usually get a tip from the guest if they do the best work for the guest. Working Procedures clearly define the role of an employee and responsibility within the hotel, so expectations are clear. According to HVS, standard operating procedures for hotels benefit from a number of ways. It's also tell about SOP. 2. I agree with Neha's arguments about it needs three months to complete the SOP of particular job. Hotel standard operating procedures are more successful when employees are involved in its creation. Thank's Sir.  Achyar Rofiq / 7E / 10420028 |
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Post by AnnisaFaizah_YL on Dec 21, 2013 5:12:48 GMT
Answer for number 1
Job description and job standard of operational is connected each other. Job descriptions are written statements that describe the; duties, responsibilities, most important contributions and outcomes needed from a position, required qualifications of candidates, and reporting relationship and coworkers of a particular job. And according to Tjipto Atmoko, standard operating procedures is a guideline or reference to performing the duties of a job in accordance with its function and an instrument in the assessment of performance indicators, government institutions based on technical administrative and procedural appropriate management of working, procedures of work and working system on a unit of work concerned.
The example is if someone going to work, he must be known his job description, so he must be understood all of the job description before he work. And he also have to be understood the standard operating procedures of his job. Just like Neha said, standard operating procedures are made to ensure that customers specially to receive the same treatment every time they visit the hotel. And SOP provides a basis for performance evaluations of the hotel employees.
Just imagine this. If he understood his job description but he did not know the standard operating procedures, then one time he make mistake he maybe confuse what should he do. But if he knows the job description and his the standard operating procedures, he will be able to overcome his mistake. Because the main purpose of standard operating procedures is to ease any process of working and minimize the presence of the error on in the process of the project.
Answer for number 2
I agree with Neha that needs three months to complete the SOP of particular job. Neha said that standard operating procedures can take up to three months to complete, and that to succeed, must be tested and evaluated in depth. Hotel standard operating procedures are more successful when employees are involved in its creation.
When the hotel is going to make the SOP, the hotel has to understand these steps before making the SOP: 1) Collect information as much as possible about the work process both qualitative as well as quantitative.
2) Conduct the interview to be able to understand the process of working in more detail would be made.
3) Use comparison with more than one work process to furrow the process of working approaching effective.
4) Use of any instrument which exist and required on any process of working (tools, hardware, software) to put in sop to be made.
Annisa Faizah / 10420178 / 7A
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Post by mondaawiyanti on Dec 22, 2013 7:45:28 GMT
1. I have already read the article that in doing his/her job, hotel staff should have a SOP of the job. In my opinion, there is relationship between job description and job standard of operational. In this article was about “Important Standard Operating Procedure for Hotels”, so that I focused in hotel area. Every hotel staff has their own job and responsibility based on their job description. For example, the house keeping department in a hotel has job description to keeps cleanliness, neatness, and completeness of the guest room, restaurant, bar, and public area in the hotel and employee area except kitchen. When a public area attendant or houseman did moping in lobby area, he moped the floor based on the SOP and put the warning “Wet Floor” to warn the guests to be careful if they wanted to walk on there. So, from all those explanations I conclude that Job standard of operational or the SOP is clearly defined the role of an employee and responsibility of their job description within the hotel, so expectations are clear. 2. It needs three months to complete the SOP of particular job. I agree with this statement. A maker or SOP maker team should have the knowledge stage more accurate and ever do those jobs. SOP maker is near with the job, procedure apart will more communicative, efficiency, effective, and appropriate with job needed. Test method can use ISO standard method, and from some ISO standard operation can be used in making SOP. By existing the SOP is hoped the job can be right done, on time, and can be responsible. SOP is the result of finalization and perfectness of job procedure. So, three months to complete the SOP of particular job is reasonable time to get the good result. That’s all my opinion, thank you Mr. Akmal for the great information of the article and for the last “Happy Holiday”, sir.  Monda Awiyanti 7C 10420285 |
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Post by mukhamadsubchan 7C on Dec 22, 2013 8:41:36 GMT
1. I think there is a relationship between the SOP and Job description; the two are link into a single unit. As we know that the SOP is how a policy is to be implemented a by the staff and employees of the hotel where they work. SOP like Job description that describes what an employee should do to customers or guests. Whether written or unwritten policy. SOP here also aims to Provide Foundation for Job descriptions, employee training, corrective action, and discipline, and performance reviews.
Example of Standard Operating Procedure
Hand washing
Policy: All food production and service personnel will follow practices to Ensure Proper Hand washing the safety of food served to customers.
Procedure: All employees in the restaurant should wash hands using the following steps:
1. Wash hands (including under the fingernails) and forearms vigorously and thoroughly with soap
and warm water (water temperature should be at least 100 º F) for a period of 20 seconds.
2. Wash hands using soap from a soap dispenser. Lather at least 10 seconds.
3. Use a nailbrush to remove sanitary dirt from under fingernails.
4. Wash between fingers thoroughly.
5. Use only hand sinks designated for that purpose. Do not wash hands in sinks in the production
areas.
6. Dry hands with single use towels or a mechanical hot dryer. (Retractable cloth towel dispensers systems are not recommended) Turn off the faucets using a paper towel in order to prevent recontamination of clean hands if foot pedals are not available.
The restaurant manager will:
1. Ensure all employees to monitor that they are following proper procedures.
2. Ensure adequate supplies are available for Proper Hand washing.
3. Follow up as Necessary.
Therefore, as an employee understands what he must do for the customer's convenience.
Refference: Communication Overview of SOPs
2. I agree with the author, in my opinion, not everyone is able to learn the SOP of a company or hotel within a short period. SOP is a crucial job, where every detail of the SOP that has been created should be implemented properly, and why is it crucial? Because SOP not only in written form, but also in unwritten form.
Name: Mukhamad Subchan
Class: 7C
Npm: 10420186
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mustaanah
New Member
be a superWOMAN
Posts: 3
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Post by mustaanah on Dec 22, 2013 17:38:12 GMT
Best Regards sir. Well I'v read an essay written by Neha Barooah entitled "Important Standard Operating Procedure for Hotels". actually this topic discussed is really new knowledge for me. Iv ever heard this topic before but I didn't really take a caring. so I need to learn in depth about SOP in the simplest way by sharing with my sister who has known and had more info about this. here I completely answer the task as far as I can. Standard Operational Procedure (SOP) is a set of instructions also a basis tool used to ensure and encourage every employee of a company does the jobs/tasks responsible oriented to the excellent expectations of the company. No cares if it’s a small, big or growing company SOP plays a significant role in all job descriptions where the employees are in. On my views SOP is like a law where it is as an alarm to warn for everyone having the jobs to keep maintaining responsibility and commitment in contributing any improvements to the company. As I thought SOP also looks like a mirror which demands the employees look in the mirror about their perfect performance and behavior. It will reflect them a basis on evaluations what they’ve done during their jobs in the place they deserve and put their shoulders on. They have to do the right things and do the thing right with the procedural steps based on the standards having been made. 1. 1st question: There is a relation between job description and SOP. Many companies in all sectors obligate the employers to use SOP in a good and right way so that all tasks can be taken responsible and carried out properly as like expected by the hotel company. Each job description has a standard rule to perform appropriate with the needs. The employee then carries on the procedures in order to reach target and goal. For example, every employee of a hotel, including room attendants or housekeepers, is expected to warmly greet guests, no matter whether they are working in a five-star hotel or an extended stay property. Here, SOP take part including employee behavior acceptable as a type of SOP. The job description of a room attendant includes making up all rooms well for guest who are staying and prepare the rooms for new arrivals. They also have to make sure that every room assignments to completely clean before they leave each day. SOP includes the job description step-by step for an employee as its position. The details of the job description for a hotel room attendant are very important because the condition of the hotel room plays a huge role in a property's reputation. That’s why SOP is really needed for all employers because it provides a basis for performance evaluations of the hotel employees including everything how to do the right things as aimed. 2. 2nd question: I agree with the writer’s essay stating that the completion of SOP needs 3 months. In general SOP can be either long, short or both them. Because SOP is used for varieties of reasons they must be first comprehensive rather than short one. A full-long form of SOP has to be tested and approved. It needs a fully time to consider and manage orderly. Making a SOP also has to take a look on the details of the job description for a particular job whether it needs to evaluate or not. If it does some day any additional points can be added in the SOP to make betterment in the future Standard Operating Procedure. So it takes a long term and condition. Yet, testing first is mainly pointed what things needing to eliminate and what things needing to make up and maintain. So a complete SOP elaborates on what the expected results should be the procedures for the employees to do the job related to the decided standard. That's all sir. Thank you very much f the 2nd chance in this discussion area. What an excellent topic it is! I'm impressed MUSTA'ANAH 10420272 7C |
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Post by onnyimphala on Dec 23, 2013 4:11:21 GMT
JOB DESCRIPTION is a list of the responsibilities which you have and the duties which you are expected to perform in your work. (Cambridge dictionary); SOP is the usual way of doing something. (Cambridge dictionary) Answer: 1. Standard Operating Procedure or SOP can’t be separated from the implementation and maintenance of job duties and fulfillment of obligations of the all staffs which is appropriate to the position. Thus, the existence of Standard Operating Procedures or SOP can’t be separated from the Job Description or Job details for each officer or staff in a hospitality business (Hotel). Both documents, Job Description and Standard Operating Procedures or SOP, are two documents that complement and support each other in achieving success of utilizing human resources in the hospitality world. The other side, the plot of events and job execution process has been set in Standard Operating Procedures or SOP will not be going well, when human resources and the implementing in all units of work involved in the process don’t know the details of their duties and obligations that them must fill. For example: Job Title: Head Housekeeper Scope and General Purpose: To supervise and control the cleaning and servicing of all bedrooms, restaurants, functions and public rooms in the hotel. Responsible to: General Manager or Front of House Manager Responsible for: Assistant housekeeper, Chambermaids, Cleaners, Housemen, Linen room staff, Laundry, Valet Limits of Authority: According to each establishment Main Duties: • To ensure that bedrooms and public rooms are serviced and cleaned daily. • To ensure that function rooms are cleaned as soon as they have been used to ensure a fast turnaround. • To ensure that VIP rooms receive the designated extras. • To ensure that the most suitably qualified person is appointed in the event of a vacancy - wherever possible this should be an internal promotion. • To ensure that staff are coached and trained to perform their duties effectively. • To ensure that attendance registers are completed daily and in accordance with statutory regulations. • To ensure that salary variations and administrative returns are completed correctly and submitted on time. • To draw up duty rosters and ensure that manning levels are correct, to agreed standards, and are not exceeded without permission. • To ensure that adequate supplies of cleaning materials are available. • To ensure that staff accommodation is kept clean and in a good state of repair. • To ensure that regular fire and evacuation drills are held. • To ensure effective communications through attending meetings and imparting information at regularly held staff meetings with assistant housekeepers. Irregular Duties: • To prepare and submit, on the required format, all information necessary for budgeting purposes. So, if he or she has a job description as a head housekeeper, he or she must have a responsibility with all of his or her job description as well as the SOP or Standard Operating System which is made by the hotel he or she take their responsibility. 2. It needs three months to complete the SOP of particular job. I agree with Neha’s statement because, to make a good SOP, we need to make a good decision which is appropriate with the particular job. Since the SOP has functions as the guidelines for all the jobs in the hotel, it must be set well and have a certain rule which is can managed the hotel’s job as well as the SOP. That is way SOP needs to have some points according to the job itself, all of the staff of the hotel must know, comprehend, and do their job description according to the SOP (as the example of number 1). To arrange those points, it isn’t easy because trials and error might be happened so 3 months is a good allocation time to make, arrange, and complete a good SOP. REFERENCE: www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&ved=0CCoQFjAA&url=http%3A%2F%2Fwww.workinfo.com%2Ffree%2Fjobdescrip%2Fdescript.doc&ei=rKm3Uv2ACsasrAfc8oGwDg&usg=AFQjCNGNlhAb-Uh1iqzeeuwjoxue752IWA&bvm=bv.58187178,d.bmk onny imphalawati-10420001 |
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Post by nailunnabighoh on Dec 23, 2013 8:22:04 GMT
-Is there any relationship between job description and job standard of operational?please give your answer and support by example.
Yes, there is. Because in the job standard of operatinal has a purpose, such as : serve as frame work for organizational policy, written documentation of best practice, tells what, who, why, when and how, and the last provide foundation for job description. So, job description and job standard of operational each complete to other. Items that should be on the job description are General Description, Primary Job function, Required skills, Desired skills, Experience, Education, etc.
For example, if you were looking for more of a Tier 1 support technician with lower technical capabilities than a Tier 2 technician, you need to be clear on the expectations in the description which will justify the lower rate of pay. You would create it around the skills needed for the position. You would not want to make a description with too many high-end requirements for a lower type of position. It might put off some potential good applicants. The opposite is true if you are looking for a higher end type of position.
-According to Neha (the writter of the essay), it needs three months to complete the SOP of particular job, do agree or disagree?please expalin.
I think Neha said that it needs three months to complete the SOP of particular job is agree. Because to make consideration in the company is not easy, it should be complete, success and be evaluated in depth.
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Dwiningsih Feriyanti
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Post by Dwiningsih Feriyanti on Dec 23, 2013 8:23:44 GMT
1. Yes, there is any relationship between SOP and Job Description. Standard Operational Procedure (SOP) is a set of instructions also a basis tool used to ensure and encourage every employee of a company does the jobs/tasks responsible oriented to the excellent expectations of the company. Job Description include in SOP. Many companies in all sectors obligate the employers to use SOP in a good and right way. Job Description has the standard ways. For example in five stars hotel usually use the same SOP to take care the customers. The Standard of Operational use to describe the job for the employees, so that they can do the job based on that standard. Each job description has a standard rule to perform appropriate with the needs. The employee then carries on the procedures in order to reach target and goal. For example: if she/he works as the receptionist she/he must do her/his job description as well as SOP in her/his company. If the employees don’t know the procedure in SOP so they cannot overcome the problem.
2. I agree with Neha. It needs three months to complete the SOP of particular job. Because to make SOP there some components that must be survey. We also have to make a research on the problem that face by the employees, so that we can construct the SOP well. We also need to know the interest of our customers. SOP also must be tested before we apply it. It can take more time to test the SOP.
thank you sir......
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Post by dinalandy on Dec 23, 2013 9:09:48 GMT
I have read an essay written by Neha Barooah entitled "Important Standard Operating Procedure for Hotels". As we know, when we travel for business or pleasure, it helps to familiarize our self with the standard operating procedures of hotels. While hotels vary in style and service, their general policies are usually similar. Standard operating procedures keep the establishment running smoothly and increase the odds that guests have positive experiences.
In the hotel industry where excellent, consistent service is a key factor in success, standard operating procedures, or SOPs, play an important role. It is necessary for every organization to standardize all its processes and procedures. These are referred to as the "Standard Operating Procedures" (SOPs). A Standard Operating Procedure is a document which describes the regularly recurring operations relevant to the quality of the investigation. The purpose of a SOP is to carry out the operations correctly and always in the same manner. A SOP should be available at the place where the work is done.
1. I have already known from the text that in doing his/ her job, hotel staff should have a SOP of the job. There is a relation between job description and SOP. Both are as a single entity that cannot be separated. Job description has standard work that is appropriate to the needs of each division. Then the employees have to do their work as job description to reach the targets and purposes. Here, an important thing is the employees must know will be the responsibility of each division.
For example, Standard operating procedures for restaurants should include systems for providing customers with an appealing dining experience as well as serving quality food. Food safety is one of the most important tasks given to a restaurant manager and staff; policies and procedures must be followed in order to ensure that food-borne illnesses are not allowed to spread.
There are policies and procedures of food safety:
a. Hand washing: The most important policy to follow is proper hand washing procedures. Hang a hand washing poster over each sink, and ensure that all team members follow it religiously.
b. FIFO: When storing food, always follow the FIFO plan: First In, First Out. Newer food is to be stored behind or on the bottom of the stacks, leaving older food more likely to be used first
c. Dishwashing: Follow all state laws in regards to dishwashing procedures. Use a three sink method, utilizing wash, rinse and sanitize procedures. Keep test strips nearby to test sanitizer water frequently.
d. Tables: Tables must be cleaned and sanitized after each customer. Sanitizer water should be kept in separate buckets for this use, and it should be changed frequently.
e. Sick Employees: Employees with coughs, sneezing or other symptoms should stay home so as not to infect fellow workers.
f. Temperature: Use digital thermometers to test food temperature frequently throughout the day. Cold food should be below 40 degrees, hot food above 140. Any food that is not within the desired range should be immediately discarded.
In addition, not only in restaurant but also other division of the hotel should have protocols in place to ensure that the efforts of all staff are effectively coordinated.
2. According to Neha (the writer of the essay), it needs three month to complete the shop of particular job. I agree with the statement. Actually, all successful companies have one thing in common. They document and follow standard operating procedures (SOPs) to keep daily operations running consistently, safely, on time, according to quality measures, and in compliance with government regulations. An SOP documents how, when, where and why a job is done and who does it. An SOP manual houses all the SOPs for a division, department or group within a company. An SOP manual is a valuable reference for existing employees and an effective training tool for new hires. Manual organization and writing style will vary widely across companies.
In Case, SOP is a very detailed list within a company or hotel. Not all employees can do performance SOP properly, therefore it needs to be long term to make time and complete the SOP as particular job.
Thank You Sir,
Dina Landy M./10420223/7A
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Post by dheviirmasari on Dec 23, 2013 10:52:34 GMT
1. Is there any relationship between job description and job standard of operational?
Yes, there is. I think that every job must have job standard of operational. It helps someone who directly work on it know the best way to serve or satisfy the customer. We have to know the procedure (as staff) and we don’t do our job carelessly. Usually, beside look at the face of the hotel, the customer looks at the professionalism of the employees, too. The standard of operational helps in maintaining quality and consisting of service and standards in hotel. The development and use of job standard of operational are an integral part of a successful quality system as it provides individuals with the information to perform a job properly, and facilitates consistency in the quality and integrity of a product. It is a must that all newly recruited hotel staff. Should be given training on hotels SOP. In addition to the above the hotels training or HR department should maintained and documented department wise. A job description consists of essential job functions, knowledge and critical skills, physical demands and environmental factors. Sometimes job descriptions will consider employees with disabilities to go directly to the field.
Example: an airline pilot spends only a few minutes of a flight landing a plane, but landing the plane is an essential function because of the very serious consequences if the pilot could not perform this function.
2. According to Neha (the writer of the essay), it needs three months to complete the SOP of particular job, do agree or disagree?
I agree with the statement. Even I think much longer much better. Standard operating procedures keep the establishment running smoothly and increase the odds that guests have positive experiences. There are standard operating procedures for hotel such as check -in procedure, housekeeping service, hotel amenities and check-out procedures. Very industry has primacy in achieving high quality, so the priority in resolving the standard operating procedure is different. Hotel Standard Operating Procedures are more successful when employees are involved in its creation.So if employees can help accelerate the fulfillment of standard operating procedures in a hotel so no need to take three months.
Thank you
Dhevi Irma Sari/7C/10420319
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Post by NithaPramesta on Dec 23, 2013 11:25:15 GMT
According to that article, I can answer the question:
1. Yes, there is. Because, Hotel Standard operating procedure for setting policy, protocols and the hotel inwritten form that is readily available in the hotel staff. A typical procedure is standard operating in three parts: the purpose, or made a clear SOP and the details of what the expected results should be a procedure or a step-by-step manual control tasks, and resources, including personnel hotel, other employees or managers and databases, or other references. In a competitive hotel industry, the standard operating procedures are to ensure that the hotel promises to keep its marketing materials and advertising. Standard operating procedures are made to ensure that customers specially to receive the same treatment every time they visit the hotel. And the person who gives that treatment is hotel staff.
Without a job description, it is not possible for an individual to properly commit to or be held accountable for the position's role and responsibilities. The tendency when having to create a job description is to under-estimate the strategic nature of the role, ignore the necessary competencies to perform the responsibilities and be too detailed with operating instructions (which should be in either a standard operating procedures or operational manual). The job description here is needed to check the quality. And to check it we need Job standard of operational.
For example, the hotel follows the standard operating procedures to improve the customer experience. If the customer has many experience, he will give more critics if the hotel serves are unsatisfied. he will ask abut the quality of the staff. so, to make the customer satisfied, the hotel need to checked it with job standard of operational.
2. I agree. Because to make something perfect we need to wait longer than other. it same with this case. Hotels can use different types of standard operating procedures. Tool procedures to focus on specific tasks, such as the hotel staff might have to deal with. Tool procedures may include tasks that the hotel staff are likely to face every day as late check-out or temperature concerns, and in rare circumstances, such as fire alarms sound or malfunctioning elevator . Rule procedures help the hotel staff in the face of potentially difficult situations. Rule procedures may include employee behavior acceptable, as if an employee can accept a tip in cash from a hotel guest. Procedures of the rule can also include people in vulnerable areas, indicating that smoking in a nonsmoking room or a credit card declined. Working Procedures clearly define the role of an employee and responsibility within the hotel, so expectations are clear. From all rules, we knows that it is impossible to make sure in short time. So, I think three month is the right time to check all this carefully.
thank you sir, I just answer as right as I can. I'm sorry if there are any mistakes.
Niam Pramestasari/10420004/7A
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Post by albanesjovi on Dec 23, 2013 12:20:39 GMT
Dear Mr. Akmal Firstly thanks for the article yo have given to us sir. it's quite interesting topic to discuss in online class. i was a bit deploring that you couldn't attend the class because it'd be more excited if it was discussed directly in classroom. okay, saying about the topic is SOP written by Neha barooah. it tells about identification, functions, types, benefit and consideration of SOP. Actually, i need to read more than one to completely understand what neha is trying to deliver and i just heard about it. For the first question is talking about the relation between Job description and Job standard of operational. i think there is. Job description is the role or basic for every hotel staffs and employees to understand well. in order to apply, they must consider job description as a must not as a burden. Job descriptions are written statement to show, guide and to lead the hotel staffs into a good order in working. meanwhile, SOP is unwritten task or statement as neha said, "Hotel Standard operating procedure for setting policy, protocols and the hotel unwritten form that is readily available in the hotel staff." it means even thought it is unwritten but it always be within staffs' identity. Hotels use SOP to assess each of employee and to extent their performances whether they still deserve or don't to work here. so the relation is Job description as the guidance for employees and SOP is for hotel to evaluate their performance. For example, A hotel provides SOP to improve customers experience. if someday, there is a customer, consider she/he is one of the owner of other hotel gives a visit.he/she intends to compare his/her own with the destination hotel. if there is some mistakes, employees have to rush and make it up so the visitor enjoys their visit no matter what. employees use job description to guide them handle the customer to fulfill their thoughts. SOP comes last because it will evaluate those employees performance after facing inconvenience from visitors. The seconsd is i have to pour my mind giving opinion about is it enough 3 months to complete SOP. agree or disagree? I'll say i agree but it depends on situation. If in 3 months ahead there are no complaints about the service, we can't notice if our employees or staffs ready to face unexpected events coming later. Like people say, prepare for the worst and let the best go with the flow. it means your real performance and doing duties comes shining and showing its real true shape when comes to face troubles. i'm drenched in sweat thinking about this topic sir but it really wakes me up from boredom. thank you sir. Hope my answers don't get you drenched as well when you read mine Albanes Jovi P A / 11420236 / 7A |
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Post by laraswidhanar on Dec 23, 2013 13:59:07 GMT
Answer number 1
1. I agree about the journal by neha job description and job standard of operation I think that Job description is a list that a person might use for general tasks, functions, and responsibilities of a position . It may often include to whom the position reports, specification such as the qualifications or skill needed by the person in the job, or a salary range.
Answer number 2
2. I agree about sop by neha sop can take up three months to complete of particular job , because i think that standart operating procedure SOP in hotel can't be separated , the development and use of sops are in integral part of a successful quality as it provides individuals with the information to perform a job property and facilities consistency in the quality and integrity of a product. It is a must that all newly recruited hotel staff should be given training on hotels sop.
Example : front office sop
1. Hotel information
2. Guest call sheet
3.Making a reservation
4.Basic guest reservation information
5. Guarantee reservation
6. Canceling reservation
7. Approaching guest
8. Walk in registration
9. Locate reservation
10. Review reservation information
11. Travel agents
12. Assign a room
13. Record guest credit
14. Fidelio
15. Hotel information described to guest
16. Thank guest
17. File registration card
18. Repeat guest
19. Complimentary
20. Package guest
21. Disable guest
22. Share with guest
23. Walking guest
24. Handling guest complains
25. Guest message
Thanks sir, iam sorry if my answer there are any mistakes.
Laras widhanar
7A /10420167
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Post by Nazala Wahyu F on Dec 23, 2013 14:48:42 GMT
My name is Nazala Wahyu Febrianto, my NPM is 11420219, and I'm from 7A.
Thanks to Mr. Akmal for giving the interesting essay to be discussed in this online forum.
These are my answers of the questions in the essay.
1. Yes there is. There is relationship between job description and job standard operational. First we have to know both what the job description and job standard operational is. A job description is a list that a person might use for general tasks, or functions, and responsibilities of a position. It may often include to whom the position reports, specifications such as the qualifications or skills needed by the person in the job, or a salary range. Job descriptions are usually narrative, but some may instead comprise a simple list of competencies; for instance, strategic human resource planning methodologies may be used to develop a competency architecture for an organization, from which job descriptions are built as a shortlist of competencies. A job description is usually developed by conducting a job analysis, which includes examining the tasks and sequences of tasks necessary to perform the job. The analysis considers the areas of knowledge and skills needed for the job. A job usually includes several roles. The job description might be broadened to form a person specification or may be known as Terms Of Reference. The person/job specification can be presented as a stand alone document though in practice, it is usually included within the job description. A job description may include relationships with other people in the organization: Supervisory level, managerial requirements, and relationships with other colleagues. A job description need not be limited to explaining the current situation, or work that is currently expected; it may also set out goals for what might be achieved in the future. Job standard operational for setting policy, protocols and the hotel in written form that is readily available in the hotel staff. A typical procedure is standard operating in three parts: the purpose, or made a clear SOP and the details of what the expected results should be a procedure or a step-by-step manual control tasks, and resources, including personnel hotel, other employees or managers and databases, or other references.
We can conclude that job description is about general tasks, function, responsibilities of a position and job standard operational is about the rules and the steps of manual control tasks. For example, I’m a staff of Best Western Star Hotel and my position is in reservation staff. I have to know what my job description is. My general task is enlisting the costumers who want to check in. My function is to enlist the costumers and give them information. My responsibilities is giving the sure information about the specification of the hotel. In job standard operational , I have given some rules by the manager and I have to do that perfectly and avoiding mistakes. I have the steps that I have to do when I face the costumers, such as such as always smiling to the costumers and explain them placidly about the specifications of each room un the hotel.
2. I agree to complete the SOP of particular job needs three months. As we know all things in this world needs preparation to make themselves to be perfect. It is possible that some particular job need three months or more to complete the SOP. To make the SOP succeed it must be tested and evaluated in depth. It spend more additional time and wait until the process of testing and evaluating have finished. This process may be the thing that spend long time. Indeed, it needs three months to complete the SOP of particular job.
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Post by Gatra Mukti Citra Utami on Dec 23, 2013 15:05:25 GMT
Dear Mr. Akmal.
It is a very new knowledge which I have ever known. I never heard about SOP and Job Description before. This article really gives good and usefull information. In the beginning, it’s really hard to be understood. I need to find another references and I had to ask to the senior about the content of this article. Finally, I could understand it well. Here’s the conclution and the result of the discussion
1. We have already known the explanation of Job direction and SOP, so I will expalin it in brief, the relation between Job direction and SOP.
Job description has correlation with SOP. As we can see, if a hotel has a good job direction but they don’t do SOP to evaluate their job direction, it means nothing. To have good employees, they have to make sure that all employees memorize the job directions that have written in their pocket book. Employees must obey the rules on the job direction. They will know the employees’ performence is satisfied or not after the hotel does SOP. To determine the job direction which a hotel has is good or not, they need to do SOP then they will get the answer from customer’s responds. Make it perfect by selecting customer’s responds. Do what customers suggest and stop what makes customers uncomfort. The respond from the customers deremine what have to be continued and what have to be stopped. SOP gives a basis to evaluate employees performence.
For the example, the employees have to be clean from their hair until their foot. They also have to smell good. Those all to make customers comfort of being around them. Employees who used to obey those directions will feel awkward if they don’t do that.
2. I agree with Neha’s. She said that it needs three months to complete the SOP of particular job. Three months is an exact time, it’s not too long nor too short. Three moths is enough for the employees to complete the SOP of particular job, but it won’t work well if the employees are not involved in its creation. To make SOP works well, all component of hotel have to work together and solve any problems together. Longer we apply it, the better we become ahead.
Thanks sir. These comments are our own perception. If there’s any minus in our opinion. Hope you will give more explanation next meeting ^_^
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Post by riniajimulatsih on Dec 24, 2013 1:53:13 GMT
Good morning Mr. Akmal
From the article that I have read, entitled “Important Standard Operating Procedure for Hotels”,by Neha barooah, it can be known that Standard OperatingProcedure or SOP is one of the main keys to success of the hotel. SOP has the important role in the running of hotel program. To recruit the staff, it must appropriate with SOP and job description. It helps in maintaining quality and consistency of service and standard's in hotel. A good SOP will produce a good staff. Of course it will keep and improve the customers’ experience. Here my answers based on the article are:
1. In doing his/her job, hotel staff should have a SOP of the job. Because the SOP of the job in the company or hotel is the main important thing in approving the new staff. There is relationship between job description and job standard of operational. Both of them run concurrently, they can’t be separable. The standard operating procedures are to ensure that the hotel promises to keep its marketing materials and advertising, so that, every customers specially to receive the same treatment every time they visit the hotel. To handle the customers, the staffs should have the SOPs which appropriate with its job description. They have to run balanced and in step. Here is the example:
SOP –TELEPHONE ETIQUETTE IN HOTELS
SOP Number: FO-XX (SOP serial number and department code)
Department: Front Office -General
Date Issued: DATE THE DOCUMENT WASCREATED
Time toTrain: Estimated time for training
· Phone should be answered within three rings.
·Smile even though you are on the telephone.
·Sit or stand up straight.
·Use a low voice pitch.
·Match your speaking rate to the caller's.
·Avoid extremes in volume
(http://setupmyhotel.com/train-my-hotel-staff/how-to-define-sop-in-hotels/front-office-sop/186-sop-telephone-etiquette-in-hotels.html)
2. According to Neha (the writer of the essay), it needs three months to complete the SOP of particular job. I think it is the true statement, I agree with it. As we know that the SOP is the key to success of the hotel and it plays the important role in hotel program, so it has to take the properly time to complete the SOP. For three months, it is the enough time. It is because it needs time to be tested and evaluated in depth, also needs time to determine a basis for performance evaluations of the hotel employees. Hotel standard operating procedures are more successful when employees are involved in its creation.
Thank you.
Rini Aji Mulatsih/10420360/7B |
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Post by faridaizatul on Dec 24, 2013 4:51:55 GMT
Good morning ..........
from the article which is given to us, we can get the information about SOP and job description in the simple way.
1. Yes there is relationship between job description and job standard of operational. Job description is about general tasks, function, responsibilities of a position and job standard operational is about the rules and the steps of manual control tasks. The details in an SOP standardize the process and provide step-by-step how-to instructions that enable anyone within your operation to perform the task in a consistent manner. The SOP document serves as an instructional resource that allows employees to act without asking for directions, reassurance, or guidance. There are some purpose of SOP First is serve as framework for organizational policy – provide direction and structure, second is written documentation of best practice, third is tells what, how, when, why, and who
and for the last is to provide foundation for:
o job descriptions,
o employee training
o corrective action and discipline, and
o performance review.
Job descriptions are required for recruitment, enable to distinguish positions, delineate tasks and determine pay levels. Without them, your best efforts to staff, develop and evaluate performance are without direction. And your ability to defend against complaints regarding pay, performance, promotion and discrimination are disadvantaged.
from the purpose above, we can see that there is relationship between job description and job standard of operational. To support my argument here is the example : I’m a staff of Graha Santika hotel and my position is as a receptionist, so I have to know the job description of my position. My responsibility is to serve the customer who want to check in to the hotel or check out from the hotel by telephone or directly come to the hotel. Not only that I also have to give them a complete information about the hotel. To do my job perfectly, my manager already give me the job standard of operational, and I have to obey some rules in that. Such as, when I face the costumer I have to serve them in a good manner, smiling to them, speak clearly in a soft voice, giving them some explanations and many others.
2. According to Neha (the writer of the essay), it needs three months to complete the SOP of particular job. I agree with it. Because to make standard of operational procedure it need some steps to do and that to succeed, must be tested and evaluated in depth. and also it will be better if employees are involved to create hotel standard operating procedures, so it will be more successful in it's implementation.
thank you...
Izatul Farida
10420053
7B
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wasis
New Member
Hello there, this is Cheezo ^^
Posts: 5
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Post by wasis on Dec 24, 2013 5:07:02 GMT
1. In doing her/his job, hotel staff should have SOP of the job. There is relationship between job description and standard of operational, for every hotel staff has their own tasks. It is impossible to make the same standard of operational to the different staff. Different staff will have the different standard based on what her/his tasks. Of course this differentiation doesn’t reduce the level of responsibility. This differentiation only specifies which areas must be considered more by each staff based on what his/her tasks. Consequently, this standard affects job description of each staff. We can look for some example, we know that there are so many jobs available in hotel, such as bellboy, receptionist, front man, and many more. First, we talk about tool procedure, so it relates to the task of staff, we will compare between receptionist and bellboy. We know that receptionist task is to serve the guest in lobby, give information whether there is available room or not and many more, it will be different with bellboy which his tool procedure is to bring hotel guest’s suitcase. Next is about rule procedure where the staff will face in difficult situation. It relates to what the staffs have or don’t have to do. For example, if we are as a guest in a hotel, we will meet bellboy who helps us to bring our suitcase, usually we will give tips for him. Later on, the bellboy can receive tips or not depends on hotel’s policy. Some hotels permit their bellboy receive and some hotels don’t. Still in rule procedure, but it’s about receptionist. As we know that in receptionist there will be payment process. Here, the receptionist must be consistent whether the guest be able to pay cash or using credit card. Here, it’s clear that job description affects standard of operation for it relates to what the staffs have or don’t have to do. However, it doesn’t reduce the level of standard. All standard must be in highest level to create a competitive and comfortable hotel.
2. According to Neha, it needs three months to complete the SOP of particular job. I agree with him about the time needed in completing SOP, for SOP is not something which easy to decided and must go through some steps. We can divide those three months into three phases. The first one is we have to decided what SOP must be used, we can consult to another hotel which has used SOP to make comparison and maybe ‘copy’ their SOP, of course not of all SOP. After we know what SOP will we use, we go on to the second phase, that is testing SOP in real situation, we can give information to the staffs so that they can apply these SOP. Of course we have to monitor whether they do appropriate with SOP or not, this phase is the most important phase of all phase. Later on, the last phase is evaluation, after monitoring all policies used in SOP, we can add or reduce some of SOP. In short, I think three months is ideal time to complete SOP for it needs much preparation and evaluation.
Wasis Purwaningsih
7A
10420219
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Post by fryztahariani on Dec 24, 2013 6:09:46 GMT
I’ve read about the SOP and job description from the article.
1. Yes, there is. Job description and SOP has relationship. As we know that Job description is about general tasks, function, responsibilities of a position and job standard operational is about the rules and the steps of manual control tasks. The details in an SOP standardize the process and provide step-by-step how-to instructions can operate to perform the task in a consistent manner. The function of SOP to improve the customer experience. Standard operating procedures for the training the staff is the best way to handle a situation and fielding guest complaint handling. Job descriptions are required for recruitment, enable to distinguish positions, get the tasks and determine pay levels. Without them, your best efforts to staff, develop and evaluate performance are without directions. When you can’t do your skill or your job as must as you do so all of them are disadvantages. So, it can see that there is a relationship. For support my answer, I’ll give the example, I am as a receptionist in a hotel, So I have to know my job is to make guest feel welcome, manage room booking, and deal with request that guest make during their stay. To make my job do the best, my manager give me the SOP, when I face the customer, I have to speak softly, smile, good manner and the other who can make them comfort with our service.
2. According to Neha, it needs three months to complete the SOP of job. I agree with it. Because to make them do perfectly, it needs some steps and time. To get the best effort it must always be tested and evaluated. It means that every hotel has to make a SOP as well as they can to make all of the departments and the guest feels comfortable. Don’t forget that the SOP must base on the standard of the rules of the hotel.
thanks sir...
Fryzta Hariani
7 C / 10420181
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lovia
New Member
Posts: 3
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Post by lovia on Dec 24, 2013 6:11:46 GMT
Good afternoon Mr.Akmal. I'm Lovia Tabita from 7B / 10420150. I have read the essay and These are my answers based on the question you have given. 1.There is relationship between job description and job standard operational. First of all, it's important for us to know what the job description and job standard operational are. As we know that a job description is a list that a person might use for general tasks, or functions, and responsibilities of a position. It includes to whom the position reports, specifications such as the qualifications or skills needed by the person in the job, or a salary range. Job descriptions contain of a simple list of competencies; for instance, strategic human resource planning methodologies that may be used to develop a competency architecture for an organization, from which job descriptions are built as a shortlist of competencies. A job analysis influences the development of a job description, which includes examining the tasks and sequences of tasks that is important to perform the job. It usually includes several roles. The job description can be extended to form a person specification or may be known as Terms Of Reference. A job description may include the relationships with other people in the organization: Supervisory level, managerial requirements, and relationships with other colleagues. A job description does not need to be limited to explaining the current situation, or work that is currently expected;moreover, it may also set out goals for what might be achieved in the future. Job standard operational is used for setting policy, protocols and the hotel in written form that is readily available in the hotel staff. There are three parts of standard operating: the purpose, or made a clear SOP and the details of what the expected results should be a procedure or a step-by-step manual control tasks, and resources, including personnel hotel, other employees or managers and databases, or other references. The conclusion is, job description is about general tasks, function, responsibilities of a position, but job standard operational is about the rules and the steps of manual control tasks. For example, I’m a receptionist in one of the hotels in Semarang. It means that I have to know what my job description is and what is my general task. I have to enlist the costumers and give them information. In job standard operational , I have given some rules by the manager and I have to do it correctly.Of course there are some steps I have to do when I face the costumers,for example: I must give a warm smile and greet the costumers first. Moreover, I have to be able to give them the complete information about the hotel. 2.I agree to complete the SOP of particular job needs three months. Everything needs a process. It is impossible that some particular jobs need a short time to complete the SOP. The SOP must be tested and evaluated in depth. It spends more additional time to wait until the process of testing and evaluating have finished. This process may be take three or more months to be completed. However, it needs three months to complete the SOP of particular job. That's all Sir.. Thx for reading my answers |
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Post by indahizzatuttahiyah on Dec 24, 2013 7:22:33 GMT
I have read an essay written by Neha Barooah entitled "Important Standard Operating Procedure for Hotels". As we know, when we travel for business or pleasure, it helps to familiarize our self with the standard operating procedures of hotels.
1. actually, we know that realionship job description with important standart operating procedure for hotels, because before the people work in hotel they shoulb be know some standart operating procedure the hotel.the hotel staff in the face of potentially difficult situations. Rule procedures may include employee behavior acceptable, as if an employee can accept a tip in cash from a hotel guest. Procedures of the rule can also include people in vulnerable areas, indicating that smoking in a nonsmoking room or a credit card declined. Working Procedures clearly define the role of an employee and responsibility within the hotel, so expectations are clear.Standard operating procedures are made to ensure that customers specially to receive the same treatment every time they visit the hotel. while SOP can help employers posting job opportunities for the future Standard Operating Procedure for Hotels in General because the role of each employee is clearly indicated. Take SOP also provides a basis for performance evaluations of the hotel employees. an example :
an example : receptionist must be easy to talk with guest, feel care, smile, respectable with guest.so that, the guest feel confortable visit on the hotel.
2. i agree with Neha's article becouse the employer should be fulfill standart operating procedure in hotels. for Hotels in General because the role of each employee is clearly indicated. SOP can help employers posting job opportunities for the future Standard Operating Procedure to take SOP also provides a basis for performance evaluations of the hotel employees. The employers can give training before working in hotel Take SOP also provides a basis for performance evaluations of the hotel employees.
indah izzatut tahiyah
10420203/7c
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Post by ayudewilestari on Dec 24, 2013 11:59:27 GMT
1.You have already known from the text that in doing his/her job, hotel staff should have a SOP of the job.Is there any relationship between job description and job standard of operational? Please give your answer and support by example.
From the questions above, in my opinion, there is any relationship between job description and job standard of operational or SOPs. As we know, hotel staff should have a SOP of the job. Hotel staff means about whoever who appear and work in every hotel. For example, in a hotel, we have concierge, doorman, maid, technician, maître d'hôtel, cook, waiter, security guard, manager of the hotel, etc. Each of them have their own job but, commonly, they must be well aware of their responsibilities and duties. To suport them all, they must qualify based on the SOPs job. Based from Important Standard Operating Procedure for Hotels, by Neha barooah, SOPs have some important roles:
- Identification. It is about operating procedure for setting policy, protocols and the hotel inwritten form in the hotel staff. For example, hotel manager, a hotel manager is responsible for the day-to-day management of a hotel and its staff. In this case, a manager has some jobs, such as, commercial accountability for budgeting and financial management, planning, organising and directing all hotel services, including front-of-house (reception, concierge, reservations), food and beverage operations, and housekeeping.
- Function. In this term, the SOPs is for improving the customer experience and also . So that the hotel must be training of this staff. The function is to maintain their ability in handling a situation, from Fielding guest complaint handling, fire drills. For example, in the front office, we have one of branch of it, it is Guest Service Agent. It is responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay .
- Types. There are two kinds of procedures that available in this case. First, tool procedure. It is for focusing on the specific tasks, such as, to face every day as late check-out or temperature concerns, etc. Second, Rule procedures which helps the hotel staff in the face of potentially difficult situations, such as, employee behavior acceptable, as if an employee can accept a tip in cash from a hotel guest.
- Benefits, are to ensure that the hotel promises to keep its marketing materials and advertising. For example, we have sales manager. It is to increase corporate client base through consistent solicitations while establishing trust and rapport with clients to generate and boost revenues for the hotel. This position requires excellent communication skills, both written and verbal.
- Considerations. It is about evaluation in depth.
2.According to Neha (the writer of the essay), it needs three months to complete the SOP of particular job,do agree or disagree? Please explain
About SOPs, I agree if it needs three months to complete the SOP of particular job. Why? As we know from the text before, to bring the SOPs in a succeed, it must be researched and evaluated deeply. The involvement from employee is also needed. There are so many aspects which is contained in a hotel. That is why to prove everything well, the completeness of SOPs needs three months.
AYU DEWI LESTARI/ 7E/ 10420123
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Post by riniw1 on Dec 24, 2013 12:20:58 GMT
I've read an essay from Neha Barooah about SOP and this is my answer for the question.
1. I think, there is relationship between job description and job standard of operational, SOP helps in maintaining quality and consistency of service and standard's in the hotel. I'll give the example to support my answer,Front office of a Hotel is the most important place. It is also known as the “Nerve centre “ of the whole establishment. The first employees who come into contact with most Guests are the front office staff.
On Guest Arrival
1.Greeting
Guest the guests on his/her first arrived. It has been told that “First Impression is the host impression”
2.Guiding to Front Desk/Reception Counter
Bellboy comes into the scenario. His prime function, after greeting is to escort the quest to front desk. After that to guest room it is also called “Room the Guest”.
3.Registration
Registration procedures be gins at Front Desk/Reception counter. Front desk personal have to have ready smile at all the times while greeting the guest.
So, with SOP, it can make employess give the best for their costumers.
2. I agree with Neha' s essay that it needs three months to complete the SOP of particular job. To get the best result, it needs much time to do it. So, 3 months is general time to complete SOP.
Rini Wulandari/ 7C/ 10420124
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Post by ummymahyati on Dec 24, 2013 12:45:17 GMT
I have read the article sir
1. Yes, there is. I think there is relationship between job description and SOP. job description include in SOP. in the SOP the employees can know the description of their job, so the employees can know their job. the employees can work well as the standard in the SOP.
2. Yes, I agree. to complete SOP we needs take much time. it is not easy to complete SOP because SOP is standard of companies procedure. so the good SOP can bring the good companies.
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