SOPs – Standard Operating Procedures – are detailed written instructions to achieve uniformity of the performance of a specific function. A well-written and implemented SOP can be used to satisfy compliance requirements, mitigate health and safety risk, or simply to work in a consistent and efficient manner throughout the operations
The IBCS Manager’s Operational Handbook is an excellent introduction into the Principles of Standard Operating Procedures following the success factors within the ISO 9001:2015 Quality Management Standard.
Each section is broken down and in depth, using simple language, images and terminology, help you properly understand the how to run a charter operation and in turn, allows you to successfully understand, implement and sustain a healthy management system.
1: CUSTOMER SERVICE
Meeting and Greeting Client on Arrival, Reception, Client Document Assessment and Personal Data Collection, Payments, Signing Documents, Check-In, Boat Documentation, Charter Information, Returning boats, Check-out, Check-out List, Damages/Losses, Questionnaire, Departing Clients
2: CHARTER BOATS
Boat Preparation Standards, Prior to Check-in, Cleaning and Preparation, Technical Preparations, Charter Yacht Cleaning Equipment and Chemicals, Presentation of a Charter Boat Prior to Check-in, Boat Checks after the Client has departed, Fleet Management, On Board Information and Signs.
Charter Base and Office Personnel, Presentation, Guest expectation, Report on Duty, Staff Grooming and Hygiene, Client contact, Working Standards – SOP (Safe Operating Procedures) for Working on Boats, Working Aloft, Personnel’s Duties, Tasks and Responsibilities, Base Manager Duties and Responsibilities
Safety Equipment, Work Place Signs, Safety First, Lifting Hazards, Fuel Storage of Petrol, Diesel and Batteries and Fire Fighting Equipment, Work Place Hazard Signs, Sustainability of the Environment with Waste Collection, Safe Use of Hand Tools, Powered Hand Tools Electric Tools – Basic Safety, Workshop High-risk, Security, First Aid, Personnel Rest Areas, Drug and Alcohol Policy,
5: TRAVELLING AND WORKING OFF SITE
Intervention by the Service Team, Help Line Calls
6: SERVICE & MAINTENANCE
Annual Winter Service, Winter Preparation, Engine and Gearbox, Haul-out, Hull Repairs and Antifouling, Sea Cocks and Polishing, Electrics and Navigation, Sails, Rigging, Biminis, Spray Hoods and Fabric, Toilet, On-board Equipment
7: PERSONNEL TRAINING
New employee induction, Receptionist tasks and duties, Check-In and Check-Out Reception Training, Cash Payment Handling by Reception, Damage Reporting Protocol, Completing an Insurance Claims, Complaints Procedure, Possible Reasons for Complaints or Negative Feedback, Base Managers Daily Check List, Lost and Found Property Protocol, Deep Cleaning Equipment
The IBCS Manager’s Procedural Handbook provides a manageable and quantifiable
Quality Management System (QMS) within your overall Standard Operating Procedures.