Two Ways to Send
The data room, preferred
Drop files into the 02_SOPs folder of the shared Google Drive; anything cross-project belongs in 00_General.
Word files exactly as they are; no reformatting needed.Lives in an email?
Forward it, attachments and all, to aleph-data@deep-hospitality.com
Either lane reaches the same place. If an item takes more than two minutes to find, skip it and tell us; we pick it up together.The Register
| Item | Asked | Why it matters | Status | Waiting |
|---|---|---|---|---|
| 1 · Sample SOP setIn from Fiona on 19 July, and far more than a sample: the Rooms SOPs in English and French, the Food and Beverage (F&B) manual and SOPs, the Spa SOPs in English and French, the Food Health and Safety manual with its checklists, and the Michlifen and Marchica property and marketing material. Annette completed the Rooms upload on 21 July, both Word and PDF, and the Revenue Control and Reservations set is in with it. Both booked sessions now have their source files | 6 Jul | Shows the template, structure, and voice we adapt from; the effort estimate follows from it | Received from Fiona, in the data room | 19 Jul |
| 2 · Library index and table of contentsThe map of the roughly one thousand documents. The 19 July upload gives the shape of the divisions that came with it; the index itself is still the piece that shows what sits outside them | 6 Jul | Scoping starts here: which of the Category A operational SOPs apply to each hotel | With Fiona | – |
| 3 · List of completed manual workThe divisional picture came with the 17 July walkthrough; Fiona’s 19 July note completed it division by division, including what is translated, what is not, and where the Food and Beverage (F&B) manual stands. The manual itself came with the files | 6 Jul | So nothing is redone: the F&B manual is new, Revenue Management is complete, Rooms has SOPs but no divisional manual | Received from Fiona, with the files | 19 Jul |
| 4 · Library walkthroughHeld at the 17 July review: Fiona walked the full library through, division by division, translation state included. A focused scoping call with Fiona follows, to fix the first division and the working method | 7 Jul | We restructure nothing until we understand the structure that exists | Held 17 July | 17 Jul |
| 5 · The Category A set, both hotelsThe critical operational SOPs, roughly 150 to 200, after the samples are reviewed | 6 Jul | The working material for Michlifen and Marchica; effort committed only after the samples show the shape | Follows the samples | – |
| 6 · SOPs Acceleration Programme deckAleph’s owner-facing plan, July to November | 6 Jul | Governs the timeline: Category A complete by end August is the target we work inside | Received from Jad, in the data room | 6 Jul |
| 7 · The M&M (Michlifen and Marchica) Vision deckPositioning, experience pillars, and service culture for both resorts | 6 Jul | The property identity the SOPs adapt to; the difference between Michlifen and Marchica lives here | Received from Jad, in the data room | 6 Jul |
| 8 · M&M organisation chartBoth hotels’ structures, cluster roles, French department titles | 6 Jul | SOPs are held by departments; the chart says which departments exist at each property | Received from Jad, in the data room | 6 Jul |
| 9 · Brand positioning pack, both hotelsThe marketing team’s positioning document for Michlifen and Marchica: identity, offering, and tone of voice. Three files landed: the Michlifen positioning statement, the Marchica positioning deck, and the summer action plan | 17 Jul | The property identity the SOPs adapt to comes from here and the Vision deck together | Received from Jad, in the data room | 18 Jul |
| 10 · The two mystery guest assessmentsJust completed for both hotels by Guest Delight International (GDI), the mystery guest provider. Fiona sent both reports on 18 July, one per hotel | 17 Jul | Names the service gaps on the floor; the adapted SOPs answer them point by point | Received from Fiona by email | 18 Jul |
| 11 · The scoping calls with FionaBoth held. Rooms and Spa with Fiona on Tuesday 21 July; Food and Beverage (F&B) on Friday 24 July with Marc Matar, Fiona and Annette. Between them they set the first divisions, the working method, and what belongs in the charter. Marc Matar’s own plan to build three, four and five-star SOPs had been held pending this work, so the F&B session also settled how the two efforts meet | 17 Jul | Turns the walkthrough into an agreed scope: the first divisions, the working method, and a start date | Both held: 21 and 24 July | 24 Jul |
| 12 · The marketing toolkitOffered by Fiona on 19 July and sent on 20 July: the 2025 Marketing Communications Toolkit in English and French, which Michlifen and Marchica have worked with since last year. It covers brand guidelines, online review handling, photography, press and social media | 19 Jul | Guest-facing language and brand behaviour sit in it; the Rooms and Spa sessions are where it earns its place | Received from Fiona by email | 20 Jul |
| 13 · Guest satisfaction feedback for both hotelsAsked by Caroline after the Rooms and Spa session on 21 July: the verbatim survey comments for Michlifen and Marchica separately, ideally the last six to twelve months, with guest personal details removed. It took a few hands to track down, and Fiona followed it through the Regional Vice President and then the properties themselves. Marchica’s year-to-date guest satisfaction report came on 22 July, Jad sent the Medallia year-to-date reports for both hotels on 23 July, and Fiona sent the Michlifen detail the same morning. Michlifen and Marchica now deal with Caroline directly on anything further | 21 Jul | What guests actually say is the sharpest test of whether an adapted procedure changed anything on the floor | Received from Jad and Fiona by email | 23 Jul |
| 14 · Internal priority grading of the proceduresOffered by Fiona at the 4 August engine presentation: Aleph’s own grading of which procedures matter most, the one, two, three in their minds. Fiona and Caroline take it offline; it steers which procedures the engine runs first and which deserve a more regular review cycle | 4 Aug | The engine already reasons about priority from the guest evidence; Aleph’s own grading makes that judgement theirs, not ours | With Fiona | – |
Items 1 to 3 were asked on the 6 July call and in the email thread with Fiona; the walkthrough proposed on 7 July was held at the programme review on 17 July, which also raised items 9 and 10. Caroline’s 17 July follow-up asked for the Rooms, F&B and Spa files; the scoping work is now booked as two sessions, Rooms and Spa on Tuesday 21 July and F&B on Friday 24 July. Items 9 and 10 both landed on 18 July: the positioning pack from Jad, the two mystery guest reports from Fiona. On 19 July Fiona uploaded the division files themselves, which closes items 1 and 3 and means both scoping sessions now work from real documents rather than a description of them. The Rooms and Spa session was held on Tuesday 21 July and raised item 13; the marketing toolkit arrived by email the evening before, and Annette finished the Rooms upload in Word and PDF on the 21st, moving the Revenue Control and Reservations set to sit alongside the other divisions. The guest satisfaction feedback came in on 22 and 23 July from Jad and Fiona, with Michlifen and Marchica now in direct contact with Caroline. The engine was presented to Bani, Fiona and Abdellah Essonni on 4 August, which raised item 14. What is still open is short: the library index, the priority grading, and the Category A set once the sessions show the shape of the work. New asks join this register as the work raises them; nothing is ever asked twice.