The special features of tourism & hospitality marketing are

Intangiblity 
Inseparablility 
Perishability 
High unstable demand 
Variability 
Motivation 
Dominant role of intermediates
Brand marketing 
Emotional marketing 
Affinity marketing 
No ownership   

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SOP – Housekeeping – Lost and Found procedures

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An item left behind by guest either in the room or in public area identified by any staff and brought under the notice of Housekeeping is termed as “Lost and Found” item. There should be one dedicated location to receive lost and found items whether it is found in guestrooms, meeting rooms, public area or restaurants. The lost items must be secured in a locked closet or area that has highly restricted access. Employees are instructed to bring items to lost and found area, with valuables receiving immediate attention. All items received to be recorded in a lost and found register. All items regardless whether it is valuable, non valuable items and perishable items must be recorded on the Lost and found register. Items should be put in a plastic bag noting the serial number from the register, place found, date, name of the person found the item etc. Valuable items like Jewelery, mobile, wallets, laptops, iPads etc. must be stored in a locker. If the Prope...
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SOP Restaurant service sequence

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1) Greeting and Seating: Guest should be greeted and welcome with recognition, And should be helped with their coats and bags. All guest are welcomed at the entrance. Guest are greeted warmly. Ask guest name to acknowledge them. Use guest name at least twice during the conversation. Offer choice of seating. Table setting are adjusted to the number of guest. 2) Menu Presentation service standards: All Beverage menu should be clean and in good condition. Menus should be at least 2/3 languages. Menus must be presented to guest opened, Present menu in the guest table and open the first page. Must have non-alcoholic option in case hotel have the license to serve Liquor at Restaurant. Always point to any recommendation or house favourites. Inform the guest that you will take their order when ready. Maintain eye contact and approach at the appropriate time. 3) Order Taking Service Standards: Staff should have a warm smile and polite att...
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SOP – Housekeeping - Entering rooms and greeting guests

Entering guestrooms: Houseman knocks the guestroom door thrice. Announce. “Housekeeping” Wait for two minutes. Open the door. Announce yourself and enter the room. Greeting of guest: On seeing a guest, the staffs are greeting the guest depending on the time of the day along with a smile. Use th guest name when known. Staffs have to greet the guest with a smile depending on the time of the day: 00.00 –  11.59 - “Good morning”  12.00 –  17.59  - “Good afternoon”   18.00 –  23.59  - “Good evening”  Answering guest queries: Find out the exact details required, by listening carefully and noting it down. Ask appropriate questions about requirements. Confirm all the details back to the guest at the time of enquiry to ensure correct information. Give the required information.  If it is a matter which will take time, tell the guest-specified time in which you are able to get back to him. All gues...
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