The client

Elaf Hotels Company, Makkah, Madinah and Jeddah, Kingdom of Saudi Arabia.

What did Hotel Solutions Partnership achieve for the client?

In 2014, a team of 12 Hotel Solutions experts was engaged to write standard operating procedures for all of the operating departments of the hotels. These covered reservations, front office reception, housekeeping, food & beverage, purchasing, accounting and control procedures, and included special procedures for Hajj and Umrah.

Background

Elaf Hotels Company manages 17 hotels in Makkah, Madinah and Jeddah, Kingdom of Saudi Arabia.

Project objective

The group prides itself on providing an international standard of services and facilities with Arabian hospitality. However, they did not have a set of written service standards, standard operating procedures and training manuals so they could not offer consistency of guest services.

Project scope

• Interviewed the hotel group’s top management and key executives to discover their aspirations for what they want ELAF to mean to its guests.
• Wrote 560 standard operating procedures covering all guest touch points from reservations handling, check-in and through to check-out.
• Delivered a train-the-trainor programme to help Elaf Hotels implement the SOPs
• Provided mentoring and continuous performance monitoring to ensure SOPs are being used.