These simple-to-use Manuals are developed for each individual property and with standards written for every task to the level of the hotel or resort i.e. four or five diamonds. There is a built-in system of accountability to provide the incentive to maintain high standards as trained.

We start with a complete example of an appropriate manual written for that position, for example a restaurant server at a fine dining establishment. The managers are taught to adapt this example to their outlet and this ensures that every manual is specific and up-to-date. Managers feel a sense of ownership and buy-in since they have personally helped to develop the material and it now becomes “their” manual. All manuals and disks become the property of the hotel, restaurant, spa, resort, or golf club, and properties are free to make future changes when necessary.


  • Hostess
  • Server
  • Assistant Server (Back Waiter, Busboy, Runner)


  • Bartender
  • Bar Back
  • Cocktail Server
  • Sommelier

Room Service

  • Coordinator (Order Taker)
  • Server
  • Assistant Server (Sweeper)
  • Steward


  • Kitchen
  • Steward
  • Banquets

Front Office

  • Reservations
  • Telephone Operator
  • Receptionist
  • Lobby Hostess
  • Concierge
  • Airport Hostess/Greeter

Guest Services

  • Doorman
  • Bellman
  • Valet parking Attendant
  • Driver

Upscale Service

  • Butler
  • Butler Control


  • Housekeeper
  • Houseman
  • Lobby Attendant (Public Area Attendant)
  • Coordinator (Telephone)
  • Linen Attendant
  • Seamstress
  • Laundry - Sorter, Washer, Dryer, Folder
  • Dry Cleaning Valet Attendant


  • Children’s Program Attendant
  • Beach Attendant
  • Pool Attendant
  • Tennis Attendant

Spa and Health Club

  • Receptionist
  • Attendant
  • Therapist


  • Host
  • Greeter
  • Starter
  • Marshall


  • Pro Shop
  • Boutique