Description

Running a hotel means managing people as much as rooms. This pack equips your managers and supervisors with ready-to-use tools, checklists, and scripts to build a high-performing team, deliver consistent guest experiences, and handle tough situations with confidence.

What’s Inside:

Manager’s Leadership Playbook (Doc + PDF)

• • 7 Daily Habits of Effective Leaders
  • 10-Minute Shift Huddle Script + Agenda
  • Coaching Conversations (feedback scripts & performance issue steps)
  • Delegation Matrix (what to own vs. delegate)
  • Recognition & Feedback (5 practical examples)
  • Emotional Intelligence in Hospitality

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Training SOPs & Onboarding Checklists (Docs + Sheets + PDF)

• • 30/60/90-Day Onboarding Plans for Front Desk, Housekeeping, Maintenance
  • Cross-Training SOP (rotation & bench strength)
  • Day 1 Checklist (tour, policies, shadowing)
  • Skills Matrix Template (who can do what, colour-coded)
  • Training Tracker (modules, dates, sign-off)

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Team Communication Toolkit (Docs + PDF)

• • Daily Huddle SOP (agenda, KPIs, safety tip)
  • Shift Handover SOP (log template & flow)
  • Conflict Resolution Flow (guest & staff)
  • Group Messaging Guidelines (WhatsApp/Slack/Teams)
  • Meeting Notes Template

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Performance & Accountability Tools (Sheets + Docs)

• • Weekly Scorecard Template (KPIs: occupancy %, QC %, maintenance close times, etc.)
  • 1:1 Check-In Template (monthly staff-manager meetings)
  • Improvement Plan Template (legal-safe PIP)
  • Recognition Log (track shout-outs, birthdays, milestones)

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Guest Experience Leadership (Docs + PDF)

• • Service Recovery SOP (LEARN model + escalation path)
  • Guest Complaint Role-Play Cards (10 scenarios for training)
  • “Surprise & Delight” Playbook (20+ low-cost guest wow ideas)

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Supervisor’s Quick Reference (2-page PDF)

• • Spot-check checklists for FD, HK, MT
  • Coaching micro-scripts
  • Red flag scenarios & escalation contacts
  • “What to do if…” cheat sheet

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Who It’s For: Independent hotel owners, general managers, and supervisors who want structured leadership tools without corporate fluff.