TO: - Prism



TO: Operations Department

All Department Heads

All Department Managers

FROM: Director of Sales

CC: General Manager

DATE:

RE: NEW SALES MANAGER TRAINING AGENDA

We are excited to welcome ____________ to our team! He/she is joining the Sales Department as our new ___________ Manager.

Part of his/her initial training will include a 2-day Hotel Operations Rotation. He/She will be scheduling between one to two hours in each of your departments, depending on the degree of interaction your department has with Sales. The rotation includes a comprehensive list of questions that will help him/her become familiarized with the hotel’s services and amenities.

__________ will be coming to each of you to schedule the best time to complete the rotation in your area. Your best supervisors or certified field trainers should assist with the training. Remember this your time to make the most out of new relationship with Sales by giving them all the information necessary to be a Team Player at the property!

It is my expectation that you will make his/her training incredibly successful so we can get him/her out on the streets booking business for us.

Thank you in advance.

NEW SALES MANAGER TRAINING AGENDA

Hotel Operations Rotation

OBJECTIVES:

1) Familiarize you with the roles and responsibilities of the players in the hotel’s Operations Departments,

2) Provide an understanding of the expectations these departments have of the Sales Department,

3) Gain a personal understanding of the amenities and service levels offered by your property, which will benefit you as you move into your new role, ASK QUESTIONS!

4) Get to know others in the hotel to foster a team environment.

LENGTH OF TRAINING: Approximately two (2) days, after which you will begin your Sales Department Rotation. Some of the sections include a “recommended agenda” which outlines your interaction within the department.

TRAINERS: The department manager in each area is responsible for ensuring you receive the required training. However, your trainers in each department might be assistant managers, supervisors, or certified field trainers. Please ensure they are well versed with the questions and answers for this program, so there is no misunderstanding during training.

**Do not write “NA” or “ Does no apply” unless the service is not provided at your property.

RECOMMENDATIONS:

1) This agenda may be modified as seen appropriate by the DOS based on the amenities of your property (Please ensure full understanding of this particular property).

2) This Hotel Operations Rotation should be completed prior to the Sales Department Rotation and prior to your interaction with clients or potential clients.

3) The sections included in the rotation do not need to be completed in succession, so the agenda may be adapted to accommodate the schedules/needs of the Operations Departments

4) It is your responsibility to confirm your rotation day/time with the department head at least 48 hours in advance. Any concerns or challenges, please inform your direct supervisor.

5) Take notes from each department’s trainings and use this booklet for future reference.

6) Please review all answers with your DOS for verification on all information.

6) You will need to attend the meetings listed below, so plan ahead.

Required Meetings: Accompany your trainers to the following meetings:

NETMA

BEO Meeting

Weekly Staff Meeting

Departmental Stand up Meetings

Schedule for

HOTEL OPERATIONS ROTATION

|DEPARTMENT | | | |COMPLETED |

|(Please review all applicable) |Page |CONTACT |DAY/TIME |(Trainer must initial |

| | | |SCHEDULED |and date) |

|Accounting |3 | | | |

|Audio |7 | | | |

|Visual | | | | |

|Banquets |9 | | | |

|Beverage/Bar |15 | | | |

|Culinary/Kitchen |18 | | | |

|Front Office/Reservations |21 | | | |

|Engineering |26 | | | |

|Guest Services |29 | | | |

|Housekeeping |32 | | | |

|Outlets |36 | | | |

|PBX/Operator |38 | | | |

|Purchasing/ |40 | | | |

|Receiving | | | | |

|Restaurant/Room Service |41 | | | |

|Security |43 | | | |

|Other | | | | |

ACCOUNTING

Estimated time: 2 hours

Expectations for the completion of the session:

• Understand the role that Accounting plays in the overall Sales Process

• Understand and route a direct bill application properly

• Know the different levels of Master Account privileges

• Have a working knowledge of all applicable forms for various groups booked into the hotel (Direct Bill, Credit request, Tax Exempt status, Purchase Orders, etc)

• Understand the process for Banquet charges and postings

Key Personnel and Positions:

_______________ ________________ ________________ _______________

_______________ ________________ ________________ _______________

Procedures

What is the process for obtaining group credit approval?

Who is responsible for verifying credit history on a group or company?

How long does it take to evaluate a Credit Request?

Is there a minimum revenue requirement necessary for Direct Bill privileges?

How can a manager verify that a Credit Application has been received and approved or denied?

Tax Exempt Status

What taxes can a group be exempt from? An individual?

What is necessary for a group/company to prove it is exempt?

Who determines if a group is exempt from taxes?

What is the procedure to ensure that the tax is not charged?

Master Account Billing Procedures

How and when are master accounts assigned to a group?

What forms are necessary for a group to be billed for their charges?

How often should credit information on an account be updated?

What outside services or charges can be billed to a group’s master account?

What is the procedure to establish whom and how many people within a group may sign to the master account?

Who is the contact for billing problems on a group?

What is the process for reviewing a group’s master account bill before it gets mailed to the client?

How long does it take for the bill or statement to go out to a client?

What back up information is included with the bill?

Who must authorize rebates or adjustments on a group bill? What are the procedures to get a rebate or adjustment on a bill?

What are the hotel’s payment terms for billing?

What happens if an account is late?

When does the Credit Manager initiate collection procedures?

What is the process for purchase orders and when are they submitted?

How are the billing of “no shows” handled?

Banquet Checks

Who is responsible for calculating banquet checks?

How are the calculations on banquet checks checked for accuracy?

What is the procedure for correcting an error on a banquet check that has been posted?

How is a client billed for cancellation charges?

Deposits

How are deposits received and tracked in Accounting?

What is the procedure to ensure that an advanced deposit is applied to the master account and not rebated because of an oversight?

Miscellaneous

Who is the Night Auditor(s)?

Who do they report to?

What are Night Audit’s primary responsibilities?

What is the Check Approval Process?

What is the key control process?

What type of Point of Sales system(s) does the hotel utilize?

What is Accounting’s role in approving group packages?

What is the procedure for obtaining petty cash?

Miscellaneous (cont’d)

What is the difference between an operational expense and a capital expense?

How and when can I submit an expense report?

When and how can I pick up my expense check reimbursement?

If I don’t have a credit card, can I take cash from the company ahead of time for a business trip and then bring receipts?

What happens if I lost a receipt?

How do I get office supplies?

30 day follow up:

Priorities from the training that should be followed up within 30 days to ensure full understanding of each of the processes discussed

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________

AUDIO VISUAL

Estimated Time: 1 hour

Expectations for the completion of the session:

• Understanding of basic A/V equipment, pricing and set up in the meeting rooms.

• Ability to describe the pieces used most often

• Procedures for specialty A/V needs and who to contact

Key Personnel and Positions:

___________________ ___________________

_____________________ _____________________

Procedures

Who handles audio-visual needs for the property?

How can the audio visual person be contacted?

Is the equipment in-house? If off-property, where is office?

Who are the alternate companies if there is not an exclusive arrangement?

Who does the actual planning for audiovisual equipment with the client?

Are the audiovisual prices negotiable? Who has the authority to negotiate prices with the client?

How is the billing handled?

How much notice is needed for ordering and set up:

1) Basic equipment (LCD, flipchart, DVD player)

2) Special equipment (Rear Screen, teleconferencing, pipe and draping):

Equipment

Review current audiovisual brochure with prices

Be able to describe an, LCD projector, wireless lavaliere, handheld microphone, flipchart package, screen with dress kit and pipe and drape.

What equipment is not stored on property? What equipment is not available to be used at the property?

Do any of the meeting rooms have tele-conferencing abilities?

What type of equipment requires additional set-up space?

What is the process for internet access and charging for clients?

Are there any obstacles or restrictions in any meeting rooms when setting up the A/V equipment?

What are the labor charges, when the client brings in their own equipment?

Is there a list of small equipment and charges available to guests (extension cords, power strips, masking tape, etc)?

30 day follow up:

Priorities from the training that should be followed up within 30 days to ensure full understanding of each of the processes discussed:

_______________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

BANQUETS

Estimated Time: 2 hours

Expectations for the completion of the session:

• Understand basic room set ups and the capacities of each meeting room

• Procedures for any outside vendors and charging the client properly

• Knowledge of labor charges, up-selling techniques and flow of service

• Understand the BEO process

Key Personnel and Positions:

________________ ________________ ______________ _______________

________________ ________________ ______________ _______________

Restrictions

What type of activities or set-ups is not allowed in function rooms or public areas?

What restrictions, if any, are there on amplified music in function rooms or public areas?

What restrictions are there on the hours of functions?

Can an outside caterer bring in food? If so, what arrangements need to be made?

What type of equipment is built-in to the function rooms (i.e. lights, sound, screens, etc.)?

Are there any amenities provided free of charge (built in screens, post it notes, etc)?

Where are floor plans found? Who normally does the diagrams for specialty events?

What is the policy for bringing in wine for a function? If allowed, what is the “corkage fee”?

What is the policy for allowing food to be taken home?

Overview of Banquet Staff responsibilities:

Service Standards and Labor Charges

What is the service charge for groups below a certain number of people?

On plated meals, what is the average # of covers per waiter? Buffet? Receptions?

What is the standard turn around time for setting a room for a meal function?

Given adequate time to turn and set the room, what is the standard time in advance of a function start time is the room supposed to be set and ready to go?

Are there any special labor charges for special setup work?

What are the standard charges for personnel on “action stations” (pasta cook, meat carver, etc)?

What are the charges when the client requests additional service labor?

Boxes, Equipment and Furniture Moving

Who is responsible for moving boxes for a client? From their car? From the loading dock? To their guestroom? Is there a charge?

What is the policy regarding moving furniture or plants for a function?

Who is responsible for moving the furniture if the area is being used for a function?

What is the standard procedure for heavy shipping of materials in and out of the property?

What is the process for storage of boxes and materials for guests?

Pianos

How many pianos are there? What kind and size are they?

What are the restrictions on moving pianos? Who moves pianos? How long does it take?

Who is responsible for getting pianos tuned and how often does it occur?

What are the charges if a client requests for the piano to be tuned?

Portable Dance Floor and Staging

How many pieces of dance floor are available and what is the largest dance floor available?

How long does it take to set up a dance floor and who sets it up?

How many pieces of staging are available?

How many sets of stairs are available?

Banners, Posters, Signs

What are the guidelines in reference to signs in the lobby, public space, and guestroom corridors and outside the building?

What is the approved method for handling signs on the walls?

Who is responsible for hanging signs and banners? Is there a charge?

What restrictions are there for hanging posters, signs or banners in the meeting rooms?

Who is responsible for maintaining accurate reader boards?

Decorations

What decorations for buffets, tables and coffee breaks does the hotel supply on a complimentary basis?

What colors of linen and skirting are available at no charge?

What decoration does the hotel charge for?

What restrictions are imposed by the fire department?

Is there a list of approved vendors for decorations and props and what is the procedure when used?

Tax and Service Charge/Billing

What is the service charge applied to banquet functions? To what items does it apply?

What is the current tax rate? To what items does it apply?

How is gratuity handled for the waiters?

How is an inclusive price broken down on a banquet check?

Who is responsible for package breakdowns?

Tax and Service Charge/Billing (cont’d)

How does Banquets know what to charge if the Room Rental is on a sliding scale based on guestroom pick up?

What is the Check Presentation process?

Who is responsibility for the guarantee for meal functions?

When is the guaranteed due to the operations departments?

How are guarantees and any changes to the BEO communicated?

Banquet Room Security

Who locks and unlocks the doors to all meeting rooms?

Who has keys to the meeting rooms?

What are the procedures for rekeying a room and giving the keys to the meeting planner? What are the charges?

What is the hotel liability with regard to items left in a meeting room?

Miscellaneous

What do the basic room set ups look like and what are the maximums:

• Classroom style?

• U/Shape?

• Theater Style?

• Conference Style?

• Rounds, semi circle

• Hollow-square?

• Chevron or herringbone style?

Miscellaneous (cont’d)

How many times a day is a group checked on?

Is the restaurant ever used for a catering function?

What areas need additional approval to book for a function?

30 day follow up:

Priorities from the training that should be followed up within 30 days to ensure full understanding of each of the processes discussed:

_______________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

BEVERAGE/BAR

Estimated Time: 1 hour

Expectations for the completion of the session:

• Hours of operation for liquor sales

• Types of bars and the pricing for each

• Knowledge of staffing, etc

• Understand alcohol awareness and responsibilities

Key Personnel and Positions:

_________________ _______________ _________________ ______________

_________________ _______________ _________________ ______________

Liquor

What are the tiers and pricing for liquor on a hosted bar?

What is the procedure for ordering a special brand request?

Staffing (Banquet Bars)

What is the general rule for number of bars/bartenders per guest at a reception?

How far in advance of the start time should a bar be set up and ready for pouring drinks?

What are the descriptions and procedures for the following:

• Cash Bar?

• Host bar on consumption?

• Package bar?

• Self Serve?

What is the service charge for a bartender? For a cashier?

Is there minimum revenue required to waive the bartender fees? The cashier fees?

Staffing (Banquet Bars) cont’d:

Who sets up and services a bar in a hospitality suite?

What is the procedure for addressing an intoxicated guest? Who is liable?

What is the average # of hours for a bar during a reception? Dinner function? Wedding?

Equipment

How many portable bars are available?

How are additional bars set up?

Determining Consumption

Are drinks sold by the glass or by the bottle?

What are the procedures for determining how many drinks have been consumed on a per drink basis for cash bar? For host bar?

Can the client be present when a bar is being counted?

Is the client charged for all open bottles or consumed bottles if sold on a bottle basis?

What is the procedure if a client requests to bring in alcohol from the outside?

Are alcoholic beverages taxable?

What is the standard on selling keg beer? Bottles of wine or liquor?

Miscellaneous

What are the hours of the Lounge? Of any functions?

What type of food/menu is available through the Lounge?

Do we serve drinks poolside? Food?

What is the procedure for replacing empty bottles on the bar?

Who oversees the inventory of banquet liquor at the end of the function?

30 day follow up:

Priorities from the training that should be followed up within 30 days to ensure full understanding of each of the processes discussed:

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

CULINARY/KITCHEN

Estimated Time: 1 hour

Expectations for the completion of the session:

Working knowledge of banquet menus, most common items and specialty order procedures

• Staffing and pricing for various functions

• Types of functions, tasting procedures and the BEO process

Key Personnel and Positions:

________________ ________________ _________________ ______________

________________ ________________ _________________ ______________

Banquet Menus

Who compiles the standard menus used in the Catering Department?

What is the procedure for selling a menu that is not part of our standard menus?

Who has the authority to approve menu prices below the standard prices?

What is the guideline for groups using the kitchen facilities (to test or cook their products)?

What is the standard for having vegetarian meals available?

What is the procedure on split menus options (selling more than one plated entrée choice)?

Who sets the menu prices and decides what food items should be on the menus?

What is the procedure for a menu tasting meeting and what is the purpose?

Who should be in attendance?

Buffets

Who is responsible for setting up and decorating a buffet?

Who is responsible for replenishing a buffet?

What is the policy for allowing guests to take food home?

Staffing

Who is responsible for staffing carvers or food stations that require an attendant?

What are the charges for additional staffing at action stations?

Miscellaneous

Is there a minimum attendance required for a buffet-style meal? Why?

Identify menu items with seasonal limitations:

List equipment limitations that would hinder certain menu items (i.e. storage, prep, dishes, etc.):

Identify the most labor intense and cost effective menu items:

Is the property equipped to do kosher functions?

What type of “alternate” sites exist in the hotel other than banquet/meeting rooms?

How are VIP requests for amenities communicated to Kitchen?

Miscellaneous (cont’d)

What is the procedure for split menu choices for any banquet meal functions?

Describe the opportunities for outside/off-premise catering. Are there limitations?

What are the procedure and the purpose of the BEO meeting?

How are changes to the F&B or any guarantees on a BEO communicated?

30 day follow up:

Priorities from the training that should be followed up within 30 days to ensure full understanding of each of the processes discussed:

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

FRONT OFFICE

Estimated Time: 2 Hours

Expectations for the completion of the session:

• Understand the check in and checkout process for every guest

• Specialty billing, VIPs, comps, Master billing and large group arrivals

• Daily Show Room procedure

• Understand various transportation opportunities

• Know how to look up future reservation and an in-house guest in the system

Key Personnel and Positions:

_________________ _______________ ________________ ______________

_________________ _______________ ________________ ______________

Check-In Procedures/Group Arrival

What are the general check-in procedures for a guest?

What are the check-in procedures for a large group and/or tour group arriving all at once (via bus)?

Who is responsible for organizing and supervising group arrivals and check-ins?

Are there special credit procedures followed for group arrivals?

Pre-Registration and Pre-Blocking Procedures

Who is eligible for pre-registration?

Who does the pre-registration in the front desk system?

What does pre-blocking mean?

Who is eligible for pre-blocking?

Pre-Registration and Pre-Blocking Procedures (cont’d)

When does an entire group get pre-blocked?

What is the procedure for early check ins and late checkouts for groups?

What is the procedure for a rooming list for a group? Changes/additions/cancellations?

Accounting Related Procedures

Who sets up a Master Account on the front desk system for a group?

Who checks all the folios for a master billed group to make sure they are set up correctly to the right master account?

What types of charges can be split out on separate folios (I.e. restaurant, phone calls, movies, room service, etc.)?

What credit verification is requested upon check-in?

What is the procedure for handling a cash-only guest?

What is the Bank Control process? (Start of shift count, end of shift drop, petty cash procedures, etc)

What is the check cashing policy? Limitations?

VIP Procedures

What is the procedure for VIP check-in?

Who takes care of VIPs at the front desk?

What is the credit status of a VIP at the front desk?

What special VIP considerations does the front desk coordinate? (I.e. pre-blocked room, pre-registration, etc.)

Computer System

What type of system is installed at the front desk?

What reports does the system produce that would be useful to the Meeting Planner?

What is the back up system if the computer is down?

Room Type Inventory

# of floors________________# DD rooms: ____________ # King rooms: _____________

Suites: ______________ Types: ____________ ________________ _____________

# ADA accessible rooms: ____________________

Hospitality Suites: _____________

Smoking Available? ________________

What other room types are available at this property? _____________________________

Are there any special floors at the property (preferred floors, special access, etc)?

________________________________________________________________________

________________________________________________________________________

Miscellaneous

What is check-in time? __________________

Check-out time? _______________________

When are satellite check-ins used?

Who decides when and where a satellite check-in will be?

Where is the luggage stored, and what are the procedures?

What is the process to enroll someone into the Brand frequent stay program?

What are the procedures for getting a safety deposit box? How many do we have?

What is the check cashing policy?

What is the rebate/refund policy? Who approves rebates/refunds?

What does it mean when we “walk” a guest?

What are our “walk” procedures?

How do we decide what hotel we will walk a guest to?

Is there Express Check out available?

Miscellaneous (cont’d)

How are our corporate account guests handled?

What is a “walk-in”? What do we charge them?

Who delivers amenities basket or gift bags? Is there a charge?

Is there a procedure when gift bags are left with the front desk?

What is the procedure for show rooms?

30 day follow up:

Priorities from the training that should be followed up within 30 days to ensure full understanding of each of the processes discussed:

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

ENGINEERING

Estimated Time: 1 hour

Expectations By the end of the session:

Work order process

• Client electrical needs and pricing

• Key control/security of the meeting room and temperature control

• In house equipment available for rentals

Key Personnel and Positions:

___________________ __________________

___________________ __________________

Work Orders

What is a work order?

What are the procedures for writing a work order?

Who is responsible for completing work orders?

What is the procedure for communicating when a work order has been completed?

Where are the blank work orders kept?

Electrical Capabilities and Charges

What information do we need to get from the client who has special electrical needs?

What type of labor is available to hook up electricity for a client? What are the labor charges?

What are the restrictions when providing electrical needs to a client?

Equipment/Keys

What type of equipment is available for the use of groups? For example, ladders, ramps, extension cords, spotlights, Genie lift, duct tape, etc.

Who has master keys? What is the process for key control?

What is the procedure for getting extra keys to a meeting room for a client?

What is the process for re-keying a meeting room for a client? Charges?

Garage/Parking Lot

What is the vehicle capacity? What is the height limitation?

Where should trucks and/or buses park?

If spaces or an area needs to be reserved for a group, what is the procedure to do it?

What are the rates for parking?

Who can authorize complimentary or discounted parking for a group?

What is the procedure to ensure that this discount is communicated to department?

Miscellaneous

What is the most common guest request?

Is there a standard for responding to guest requests?

What is the procedure for multiple computer usage in a meeting room?

Are any of the function rooms pre-set with extra electrical needs?

Telephone

What types of phone lines are in the meeting rooms (analog or digital)?

Are they any meeting rooms with multiple phone line capacity?

What is the process for getting a dedicated phone line installed in a meeting room?

30 day follow up:

Priorities from the training that should be followed up within 30 days to ensure full understanding of each of the processes discussed:

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

GUEST SERVICES

Estimated Time: 1 hour

Expectations for the completion of the session:

• List of guest services both in house and from outside vendors

• Responsibilities of bell staff

• Understanding of transportation options for all situations

Key Personnel and Positions:

_________________ _______________ ________________ ______________

_________________ _______________ ________________ ______________

What extra services are available in house for guests (gift shop, laundry, coffee shop, etc)?

What are the hours of the gift shop?

Where can a guest buy and smoke cigarettes?

Where are stamps sold?

Who is responsible for helping guests arranging outside activities (Sports tickets, transportation for a small group, dinner suggestions and reservations, etc)

General Information

What is the guideline for staffing guest services/bellmen? Who do they report to?

Typically, how many bellmen work a shift and what are they responsible for?

What concierge services are available?

What foreign languages do employees in the hotel speak? Is there a Master list?

General Information (cont’d)

What is the bellmen’s role in group arrivals?

How is luggage tagged and stored for group arrivals?

How does a bellman determine if a guest request is or out of his league to handle and what do they do when this happens?

What is the bellman’s responsibility once the guest has checked in? (Shadow a bellman on this process)

What additional services does the bell staff handle?

Transportation

Does the hotel offer complimentary transportation to any local businesses?

What is the most convenient car rental agency near the hotel?

Does the hotel supply transportation to and from the airport? Is there a shuttle service?

(If there is complimentary shuttle, ride shuttle to and from airport to understand the process)

Cost of shuttle service to airport (one-way, round trip):

Average cost of taxi ride to airport (one-way):

Is there a list of preferred services to recommend to clients for group transportation?

How is parking handled for those that have driven to the property?

Transportation (cont’d)

What are the charges, if any, for overnight parking?

Is valet available?

What are the procedures for valet parking for large groups?

Are there procedures for VIP parking?

Other Services

What are the main features with their benefits at the property?

What are the procedures for guest laundry? What time does it get picked up and returned?

Is there a laundry in house or close to the property to recommend?

Do we deliver laundry to guest’s room or notify them of its arrival?

What services and equipment does the business center have?

Is there a local Medical Center or Doctor/Dentist that the hotel recommends to guests?

Where is the closest business for sundry items (Walgreens, Target, Wal-Mart, etc)?

30 day follow up:

Priorities from the training that should be followed up within 30 days to ensure full understanding of each of the processes discussed:

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

HOUSEKEEPING

Estimated Time: 1 hour

Expectations for the completion of the session:

Process for room cleaning of vacant and stay-over rooms

• VIPs, turndowns, and late checkouts

• Amenities found in the rooms and upon request

Key Personnel and Positions:

_________________ _______________ _______________ ______________

_________________ _______________ _______________ ______________

Check-In/Check-Out Procedures

How are rooms assigned to teams?

How is Housekeeping affected when a group is extended a late checkout?

How does Housekeeping handle pre-assigned rooms?

What happens when a group arrives unexpectedly and wants to check in?

What are the procedures for high occupancy groups (soccer and hockey tournaments)?

What is the procedure to inform the Front Desk of ready and vacant rooms?

What are the terms and codes for rooms (vacant ready, stay over, etc)?

Cleaning

How many rooms is each room attendant assigned to clean per shift?

How much time is required to clean a room after checkout?

What does a “stay over” refer to?

How much time is required to clean a “stay over”?

What type of Conservation Program is in effect at the hotel?

What is the policy of cleaning a room while the guest is present?

What steps are being taken to assist with language skills, etc?

What is the procedure for a heavily soiled room?

What is the procedure for a “Do Not Disturb” sign on the door?

What is the standard for safety when cleaning a room?

What is the procedure when a guest approaches a room attendant and requests access to a room?

What do the terms “HazComm” and “Blood borne Pathogens” mean and why are they important to know?

Turndown Service

What is the procedure for turndown service?

What is included?

Who can receive turndown service?

How does the Housekeeping staff know who gets turn down service?

Miscellaneous

How many rollaway beds are in inventory? _______ What is the charge/night? ________

How many cribs are in inventory? ______________ What is the charge/night? ________

How many refrigerators available? _____________ What is the charge/night? ________

If a group requests extra towels, shampoo, soap, etc., what is the procedure and follow for these requests?

Can a sports team have their uniforms cleaned in our laundry? How much time is needed? What is the charge?

What other services can Housekeeping provide?

What department is responsible for cleaning the public areas?

What are the hours of operation for the laundry department?

What languages does the housekeeping staff speak?

What is the guideline on removing furniture from the guest rooms or suites?

What is the procedure for fire safety in Housekeeping?

Lost and Found

What is the procedure for lost and found articles at the property?

Is there a log book?

Who pays for the items to get mailed/shipped back to guest?

30 day follow up:

Priorities from the training that should be followed up within 30 days to ensure full understanding of each of the processes discussed:

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

OUTLETS

Estimated Time: 30 minutes

Expectations for the completion of the session:

• Number of outlets, F&B available and hours of operation

• Process for booking PDR and other public space

• How groups interact with all outlets in the property

Key Personnel and Positions:

________________ _______________ __________________ ______________

________________ _______________ __________________ ______________

Description

Describe each outlet indicating their capacity and type of food and service

Outlet # 1: ________________________________________________________

Seating Capacity: ___________

Type of food/service: _________________________________________________

Hours of Operation: __________________________________________________

Outlet # 2: ________________________________________________________

Seating Capacity: ___________

Type of food/service: _________________________________________________

Hours of Operation: __________________________________________________

Outlet # 3: ________________________________________________________

Seating Capacity: ___________

Type of food/service: _________________________________________________

Hours of Operation: __________________________________________________

Which outlets can handle groups? What are the limitations?

What are the capacities of the Private Dining Room?

What are some ways the Private Dining Room can be utilized?

What outside/inside marketing efforts does the restaurant staff conduct?

Group Reservations

What are the procedures for handling a group?

Can an outlet be reserved exclusively for a group?

What are the procedures for group billing?

What procedures are necessary when a group is “on their own” for a meal?

Miscellaneous

What if a guest doesn’t want a buffet breakfast? Is there a “grab-n-go?” option?

Do we ever sell an entire restaurant for a single party (holiday event, wedding)?

What information is discussed at a pre-shift meeting?

What are the procedures involved in servicing a Sales/SITE tour Lunches?

What is the procedure for “comping” a meal?

Who is allowed to “comp” a meal and what are the accounting procedures?

30 day follow up:

Priorities from the training that should be followed up within 30 days to ensure full understanding of each of the processes discussed:

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

PBX/OPERATOR (If no PBX, to be handled by Front Desk)

Estimated Time: 30 minutes

Expectations for the completion of the session:

• Procedures for all communication with the guest

• Wake up calls, message handling, and phone requests for the meeting room

• Guest request process and follow up procedures

What is the proper greeting for answering the property phone?

What is the purpose of the Guest Request Log?

What happens to the log each day (is there follow-up)?

How are messages for guests staying in the hotel handled?

How are messages for guests in meeting rooms handled?

How are wake-up calls handled?

What is the procedure for a guest in a meeting room requesting an outside line on the house phone?

Is there a guest hotline available in guestrooms and banquet rooms?

What voice mail services are available for guests?

What does a local call cost?

Is there a fee to access a 1-800 number?

What services are available for the handicapped? What is the procedure?

Equipment/Outside Lines

What is the procedure and charge for ordering house phones for meeting rooms, hospitality desks, etc?

What are the procedures for arranging a dedicated phone line in a meeting room?

Miscellaneous

Is it possible to have the guest room phones restricted?

What is the procedure for restricting the guest phones?

Safety

Where is the fire panel located and how is this read?

What are the procedures for emergencies (fire, hurricanes, and bomb threats)?

What is the first step when a guest claims to have been robbed or assaulted?

What is the procedure for incoming calls to a Team Member that is working?

30 day follow up:

Priorities from the training that should be followed up within 30 days to ensure full understanding of each of the processes discussed:

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

PURCHASING/RECEIVING

Estimated Time: 30 minutes

Expectations for the completion of the session:

• Procedures for receiving, storage and shipping of guest materials

• Procedures for ordering of any items needed for the property

• Safety procedures for Food, Emergencies, etc

Receiving and Storage

How should boxes be labeled if they are sent by a group to the hotel?

Where are boxes stored once they have been received?

How the Manager/Department (meeting services) is informed that boxes for a group have been received and/or stored?

How far in advance can items be sent to the hotel for storage? What are the space limitations?

What are the procedures for removing items from storage?

What is our liability for items stored?

Shipping Policies

What are the procedures for shipping group materials after the function or convention?

What are the charges for shipping and how are they billed to the client?

Ordering

What is the procedure for ordering specialty items or items from a new vendor?

30 day follow up:

Priorities from the training that should be followed up within 30 days to ensure full understanding of each of the processes discussed:

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

ROOM SERVICE

Estimated Time: 30 minutes

Expectations for the completion of the session:

• Process for deliveries of F&B orders, hospitality suites, and amenities

• Hours of operation

• Safety and Alcohol Awareness responsibilities

General Guidelines and Procedures

Who sets and services meetings held in a suite? Food functions? Receptions with bars?

What is the policy on guests bringing their own food and beverages (alcohol) into a suite?

Who is responsible for collecting breakfast orders each shift?

What are the hours of room service? What are the guest’s options when room service is closed?

Does the property allow pizza deliveries to the property? What is the procedure?

What are the safety procedures when delivering an order to a room?

What is he policy for suspected underage drinking or suspected drunk guests?

What is the party policy of the property?

What is the procedure when observing suspicious behavior on the floors?

Amenities and Gift Delivery

Review a list of available amenities – include prices and pictures (if available).

What are the procedures for ordering an amenity for an individual? For an entire group?

Does room service ever deliver gift bags to a room?

What is the timing for delivery of an amenity to the room of a registered guest?

Can an amenity be put in a room prior to the arrival of the guest? How does a Sales Manager arrange it?

30 day follow up:

Priorities from the training that should be followed up within 30 days to ensure full understanding of each of the processes discussed:

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

SECURITY

Estimated Time: 1 hour

Expectations for the completion of the session:

• Duties of security both night and day

• Safety and Alcohol Awareness

• Procedures for guest and property safety

• Liability and incident reporting

Staffing

What is the staffing level on a normal day? What are the shift hours?

Who is in charge of security and who do they report to?

Are the security guards property employees or contract workers?

How is the security staff scheduled?

What other services does security provide for the property? Charges?

PROCEDURES

What are the procedures for getting extra security for a group? What are the charges?

What are the procedures when a guest from a particular group gets in trouble or is the victim of a crime?

What are the procedures for reporting losses, thefts or other crimes on the property?

Can a group provide their own security from an outside agency?

30 day follow up:

Priorities from the training that should be followed up within 30 days to ensure full understanding of each of the processes discussed:

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

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