Housekeeping and Front Office Standards Under ISO 18513

Signage

Shared symbols that every tourist can read regardless of language should be developed. Hot and cold water, do not disturb, and the internal numbers for the switchboard and reception should be standardised so a guest who has never stayed at the property before can use the room without confusion.

Reservations

A common reservation form used across hotels should be developed so that booking information is consistent.

Terminology

A common terminology that lets hotel staff clearly understand the property's status and conditions should be adopted. For example, the terminology used to describe rooms should be standardised across the sector.

Training

A shared baseline for foreign language training and language competence should be set for every front-office and housekeeping role.

Safety

Specific standards should be set for hotel safety systems. Fire safety in particular requires smoke detectors and ceiling sprinklers as basic elements. Emergency exit signs should be standardised in form and placed where they are clearly visible.

Voltage and Electrical Sockets

Business travellers raise this point often. A common standard for sockets and voltage across hotels keeps the guest experience consistent.

Health

Air quality and water quality standards should also be set for hotels.

Food and Beverage

Hygiene of food and beverage, of staff, of kitchen equipment, and of restaurant-service items is essential. Kitchen and restaurant staff should wear a common uniform, and regular health checks should be tied to a defined standard.

Safety in Food and Beverage Operations

Standards for a safe working environment in the kitchen and restaurant, including the physical layout that supports efficient work, should be set.

Training in Food and Beverage Operations

Training programmes that hold kitchen and restaurant staff to a minimum education level and a defined number of training hours should be put in place, and the related standards should be defined.

Procurement

A standard procurement process that ensures the quality of purchased goods should be built. Standards for supplier relationships should also be defined so the hotel works with the same discipline across its supply base.