Welcome to the INNsider Tips.

Today, I’m going to continue talking about setting up your organizational strategy. You are going to need to develop an operations manual.

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Now, I understand every hospitality property, independent hotel, resort, inn or bed and breakfast could be a little different but I am going to share an operations manual model that works. 

Don’t plan on racing through this exercise, it’s going to take time.

I recommend that you take some quiet time, away from all the action, a pen and notebook, and write down all the responsibilities required to run your property. 

When you feel this is complete, assigned headings to the responsibilities. I don’t mean individual names but instead titles. When doing this exercise you have to think of yourself as a corporation, not an owner of a business. 

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“Think big picture”

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Here’s how you start.  

What job functions would you need in your corporation? 

You need a: 

President or CEO (chief executive officer)

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Operations Manager

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Marketing Manager

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Human Resources Manager

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Finance Manager

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Salesperson

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Advertising or Research person.

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Housekeeping Manager, Front Desk Manager, Maintenance Manager, Restaurant Manager, and on and on. 

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If you have a small operation, this might sound insane but in many cases, one or more of these responsibilities could fall to one person. The important thing to remember is that each of these responsibilities has to be treated like a separate entity and by this I mean each of these responsibilities has to have their duties, methods to do each duty effectively, and checklists to ensure they are done correctly. 

When looking at the big picture, you have to have investors or shareholders as outside the day-to-day operation and as CEO, you’ll have to realise their main concern is making a profit. 

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So, now that you decided which departments that are necessary to run your operation and you have assigned the appropriate names (you might see your name there quite often).    

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Now take the time, and I can’t stress this enough, take the time to determine all the duties that fall under each department and how they are done. When I say how they get done, look at the most effective way and what tools are necessary to complete each task.

Document this in the simplest form, and I don’t need to sound disparaging here but it should be written so that a child could understand. 

When this is done for every duty that is necessary to operate your property, you will have an operation manual that can be used for training and guidelines for you and your employees. 

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