Hampton Inn
Waterbury
Front Desk Employee
Success Book
Welcome to the HP Hotel
Family!
IMPROVE TO SUCCEED
“To improve is to
change, to succeed is
to change often.”
- - -Churchhill
Front Desk Duty Tip
Phone etiquette
SMILE guest can tell and always answer in
three rings or less. With:” THANK YOU
for calling the Hampton Inn Waterbury
this is name, how may I help you”. And
end the conversation with: “My pleasure
to transfer you” or “ is there any thing
else I can do to assist you today”
Property
Information
In this section you will find:

Hotel location
 Number of rooms

Room types

Amenities we offer

FAQs by Guests
Hotel Information
Located Exit 17 off I-84 W and exit 18 off I84 E
 91 rooms on 4 floors.
 All smoking rooms are on 4th Floor
 Room 112 is the only handicap with Roll-in
shower

Amenities
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Complimentary deluxe hot breakfast
Complimentary high speed internet access
Indoor heated pool &exercise room
Microwave/Refrigerator in all rooms
Business center & meeting room
In-room coffee makers( single servers)
Blow dryers
Iron and Ironing boards
HBO movie channel/ in-room pay per view movies, games and
music
Complimentary Self-Service Guest Laundry on 2nd floor
Front Desk Tip: IS ENTHUSIASM IMPORTANT
IN GUEST CONTACT POSITIONS?
Enthusiasm is one of the most powerful engines of
success.
When you do something, do it with your might. Put
your whole soul into it.
Stamp it with your own personality.
Be active, energetic, be enthusiastic and faithful, and
you will accomplish your objectives.
Nothing great was ever accomplished without
enthusiasm.
------------Ralph Waldo Emerson
Physical Property Information
Room Types
# Of Rooms
Room Descriptions
Standard Kings
27
Guest Room with one King Bed, an armchair and Large Desk with
Ergonomic Chair.
Standard Double Queens
48
Guest Room with two Queen Beds, arm chair, and Large Desk with
Ergonomic Chair.
Whirlpool Rooms
7
Guest Room with one King Bed or queen beds, Whirlpool tub,
Refrigerator, Microwave. The room also features a Large Desk
with Ergonomic Chair.
Study
8
Guest Room with one king bed or two Queen Beds, a Sitting area
with a sleeper sofa, and Large Desk with Ergonomic Chair.
All Guest Rooms and Suites Include:
Microwave, micro-fridge, hairdryer, iron and ironing board, single
cup coffee maker.
Meeting Space


575 sq feet.
Available for 2-45 people based on requested set-up.
All smoking rooms are on the 4th floor. Rooms 401-409
Room 112 is the only handicap room with a roll in shower
Special note room 209 is above furnace and tends to disturb some guest rent last!!
More Property Information
Hotel Features and Amenities:
 FREE wireless high speed
 FREE Breakfast Bar with new hot
items available 6am to 10 am daily.
 24 Hour Business Center with
Computer, High Speed Internet
Access, Copier, and Fax
 24 Hour Fitness Center
 Sparkling heated indoor pool – open
8am to 10 pm daily
 Complimentary USA Today
 Handicap Accessible Guest Rooms
 Free On-Site 24 hour Guest
Laundry
 Valet Same Day Dry Cleaning
Service
 Free coffee & tea service 24 hours
Common Guest Questions Cont.
Q: How do I get my internet to work?
A: (if it is not a simple answer) “We offer a 24 hour
help line, I would be glad to call them and
connect them to your room.”
Q: Can you bring me a coffee pot?
A: The coffee maker is a single server. All you
have to do is put one cup of water in the top, put
a coffee tray in and put your cup under the tray.
Can you think of any others?
Common Questions about the Rooms
Q: How do I operate the whirlpool.
A: Fill the tub, Set the timer is behind the bathroom
door, and then push the button on the tub.
Q: Where is my closet?
A: The Long mirror by the bathroom is the closet.
Q: How do I work the thermostat?
A: First of all which one is it? If it is on the wall you
hit the tempter up or down and you should see
the mode change. If it on the unit it self then you
will need to adjust the dials to your comfort level.
Common Questions Business Center
Q: Computer screen is not working:
A: Fix it by, going to menu screen, scroll to “recall”
and click “ok”.
1st Shift Tips
In this section you will find:
 Check outs
 How to say Good bye
 Things to do when it is slow
Front Desk Duty Tip
Check Outs
When a guest comes to the desk use this time
to thank them and find out if there where any
issues. We WANT to fix them before the
guest leaves.
FINE is not good!
Good Bye
Check out is our last chance to impress our guest
and get them to come back. Use this time to ask
important questions:
 “Thanks for staying with us, how was your stay?”
 “Is there anything we could have done differently
to improve your stay with us?”
 “Can I book you another reservation?”
 “do you need directions to your next
destination?”
Most Important: “Thank you for staying with us!”
1st Shift To Do’s During Slow Times
In addition to your shift checklist there are many other items that need to be done. As a team player you should always
be doing something to help the guest and your fellow team members. Below is a list of items you should be doing on
first shift when you have time.
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Make direction cards to most commonly
requested destinations such as malls,
restaurants, local companies. These should be
kept in a file box at the desk.
Dust and vacuum back office area.
Help sales office with fax blast projects or
mailings
Research possible sales leads on line through
Google or other search engines.
nd
2
Shift Tips
In this section you will find:
 Check in’s
 The Art of welcoming
 Things to do when it’s slow
 Tracking list
Front Desk Duty Tip
Check In……
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This should be as fast as possible but still informative.
If it is a new guest to us, give them the lay out of the hotel and let them
know what amenities we offer.
Get payment method and address if we do not have it.
The Hotel requires a valid credit card with enough authorization to
cover the stay for check-in. Guest can pay cash if they wish when they
check-out.
For tracking purposes make sure the company info is correct (if not fix
it)
Verify the number of nights and rate!
Always offer a wake up call!
Also you may want to offer a restaurant or an attraction depending on
the guest.
Hello
Check In is our first chance to impress our guest. Use this
time really go the extra mile:
 In addition to the wake up call be sure to make
suggestions on restaurants and things to do.
 Letting the guest know about breakfast is important but
be sure they know about other amenities as well, such
as off site fitness agreements.
 Never be afraid to inform guest of any complications that
may effect them it will be much better then if they find out
on their own.
Most Important: “Thank you for staying with us!”
2nd
Shift To Do’s During Slow Times
In addition to your shift checklist there are many other items that need to be done. As a team player you should always
be doing something to help the guest and your fellow team members. Below is a list of items you should be doing on
second shift when you have time.
Research possible sales leads on line
through Google or other search engines.
 Look up this weeks movie listings or local
museum events to share with guest.
 Create sorry baskets and cards to have
available at a moments notice.

rd
3
Shift Tips
In this section you will find:
 Night audit detailed checklist
 M3 directions
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
Misc. section account codes
Things to do when it is slow
M3 Nightly Reporting
Step One.
Fill out Managers Daily Report Cover sheet from Clipboard and place managers packet together. These are
the reports listed below and any others requested by management
Step Two.
Review management reports you just filled out.
The reports you may need to reference are:

Detailed receivables recap

Aged receivables summary by account number

PTD/YTD accounting

PTD/YTD management

Market category Statistics

Also print

Future rooms sold for 7 days (7day forecast)
Step Three.
Sign in to M3. Get online, there is a link under favorites that says M3 Application
Or type in URL https://login.m3as.com
Log in
ID: _____________________
PSW: ____________________
Step Four.
Put numbers from above listed reports into correct places on the acknowledge screen.
Step Five.
If it does say YOU RULE hit rollover and okay.
If it does not give you the “YOU RULE” Message DO NOT rollover! Re check you numbers, if you can not get
in to say YOU RULE just save it. Leave GM a note to fix ASAP.
M3 View: Detailed Directions
This is what the page
looks like.
1. Click on Daily report
2. Then Input
3. Be sure you are on
the correct date.
4. Click on Edit.
5. Enter the numbers
from your managers
report.
6. Click on Calculate.
7. If “You Rule” Click
rollover.
Rolling Over

When you can not role over:
 Read
the message for a clue to the problem.
 check the large numbers. Be sure the items that total
match your reports. Examples: Credit card totals,
ledger totals and taxes.
 Look for the amount your are out of balance on the
audit reports. Sometimes it is as simple as a missed
line item.
 Then look for typos.
M3 Notes and Tips

Make sure your deposit information is in correctly.

Key Words

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



Room Revenue – Room Charge (RM)
Long Distance Revenue – Phone Long Distance (LD)
State Tax – State Tax (T1)
City/County Tax – Occupancy Tax (T3)
Cash/Checks – Cash (CA)
Paid Out – Guest Refund (GR)
Deposit (Actual) – Same as Cash (CA)
Guest Ledger – Closing Balance from Guest Ledger Summary
City Ledger (Current) – Closing Balance from Accounts Receivable
Rooms Rented – Total Revenue Rooms
7 Day Forecasted Revenue – Total Room Revenue from Occupancy Snapshot Report.
Discover Card – Discover (DS)
American Express – American Express (AMEX)
Mastercard – Mastercard (MC)
Visa Card – Visa (VI)
Misc. Cost are put in differently. They must be coded property. On the next few pages are a list of
acceptable codes. You may have to research in the system what the charge was for.
Codes to uses for Misc. A-E
Expense
Advertising - Rooms
Expense
Credit Card Commissions
Expense
Advertisement - F&B
Expense
Decorations
Expense
Advertising - A&SP
Expense
Decorations - F&B
Expense
A/C and Heating
Expense
Allowances
Expense
Directory Advertising
Expense
Automobile Expense
Expense
Donations
Expense
Bad Debt Expense
Expense
Dues & Subscription
Expense
Banquet Expense
Expense
Dues & Subscriptions - A&SP
Expense
Bar Supplies
Expense
Electric Bulbs
Expense
Building
Expense
Cable Television
Expense
Electric Current
Expense
Carpet Cleaning
Expense
Electrical Equipment
Expense
Carpet Cleaning - F&B
Expense
Elevators
Expense
Cashier (Over) / Short
Expense
Entertainment - Rooms
Expense
Charge Backs
Expense
Entertainment - F&B
Expense
China & Glassware
Expense
Entertainment - A&G
Expense
Cleaning Expense
Expense
Cleaning Expense - F&B
Expense
Entertainment - A&SP
Expense
Complimentary Breakfast
Expense
Equipment Rental
Expense
Contract Labor Services
Expense
Extermination
Codes to uses for Misc. F-P
Expense
Fire Protection
Expense
Floor Covering
Expense
Franchise Fees
Expense
Fruit Baskets
Expense
Fuel - Gas
Expense
Furnishings - Rooms
Expense
Furnishings - Maintenance
Expense
Grounds And Landscaping
Expense
Guest Supplies
Expense
House Laundry
Expense
Ice Machines
Expense
In-Room Coffee
Expense
Insurance - General
Expense
Internal Communications
Expense
Kitchen Equipment
Expense
Kitchen Fuel
Expense
Laundry Equipment
Expense
Laundry Supplies
Expense
Licenses and Taxes
Expense
Linen - Housekeeping
Expense
Linen Expense
Expense
Magazines and Newspaper
Expense
Maintenance Contracts
Expense
Manager's Reception
Expense
Marketing Expense
Expense
Menus - F&B
Expense
Miscellaneous - Rooms
Expense
Miscellaneous - F&B
Expense
Miscellaneous - A&G
Expense
Newspapers
Expense
Office Expense - Rooms
Expense
Office Expense - F&B
Expense
Office Expense - A&G
Expense
Office Expense - A&SP
Expense
Office Expense - Maintenance
Expense
Outdoor Advertising
Expense
Paint and Wall Covering
Expense
Paper Supplies - F&B
Expense
Personnel Expense
Expense
Plumbing
Expense
Pool
Expense
Printing, Postage & Stationary - Rooms
Codes to uses for Misc. P-W
Expense
Printing, Postage & Stationary - A&G
Expense
Telephone - A&G
Expense
Printing, Postage, & Stationary - a&SP
Expense
Telephone - A&SP
Expense
Priority Club
Expense
Televisions
Expense
Professional Fees
Expense
Provision for Doubtful Accounts
Expense
Tools and Supplies
Expense
Refrigeration Equipment
Expense
Training
Expense
Removal of Waste
Expense
Travel - Rooms
Expense
Reservation Expense
Expense
Travel - A&G
Expense
Security Service
Expense
Travel - A&SP
Expense
Sewer Service
Expense
Travel Agent Commission
Expense
Shuttle Service
Expense
Uniforms
Expense
Signs
Expense
Special Promotions - F&B
Expense
Uniforms - F&B
Expense
Special Promotions
Expense
Uniforms - Maintenance
Expense
Supervisory Fees
Expense
Utensils - F&B
Expense
Supervisory Fees - Additional
Expense
Water
Running EDC
Step 1
Log onto Front Desk System
Step 2
Click on Other functions and then EDC
Step 3
get Authorization for any transactions that may need it. You can call
the help desk for help if needed.
If you can not get authorization you will not be able to transmit EDC.
Be sure to let Management know by leaving a note on Managers
report.
Step 4
Once all transactions have approval click on transmit. Putt report in
the audit pack.
Night Audit Wrap Up
Create Night Audit Pack
Place all required reports listed below into a document envelope and
write on Night Audit, the Date and Initial it.


All paper work that you printed out
 Each shift checklist
 Registration cards for checked out guest
Putting the Pack in Order
 Daily Report
 EDC
 Reg. Cards
 Checklist
Revenue Board
Don’t forget to fill in the white board in the back you’ll use the Daily
Audit Report you printed out from M3 make sure you highlight your
numbers and for the PTD Room Revenue don’t forget to add the
misc as well. Color in the picture if we have met a new section of
our Goal.
3rd Shift To Do’s During Slow Times
In addition to your shift checklist there are many other items that need to be done. As a team player you should always
be doing something to help the guest and your fellow team members. Below is a list of items you should be doing on
third shift when you have time.




Research possible sales leads on line through
Google or other search engines.
Read announcement section of newspaper and
put together mailings, using temples, to send to
possible wedding and sports groups
Fold laundry
Clean lobby area
Our Town
Highlights
In this section you will find:
 Local attractions
 Requested locations
 Things to do
 Directions to most popular restaurants
We are close to the important stuff.
Closest Bank/ATM
Bank North and CVS pharmacy (24 hr).
Right out of parking lot. CVS is 3 lights down on
your right. Bank North is across the street
form CVS.
Closest Gas Station
Hess and Shell.
-Right out of parking lot. 7 lights down on your
left.
Closest Car Wash
Shell Gas Station
- Right out of parking lot. 7 lights down on your
left.
Closest Grocery Store
Stop & Shop.
-Left out of lot, Right at Stop Sign, Right at first
light (Straits Take). Stop & Shop is on your
right at 2nd light.
Closest Pharmacy
CVS Pharmacy—24 hrs
- Right out of lot at 3rd light CVS is on your right.
Closest Post Office
84 East to exit 22(Bank St) . Left at light,
Left at 2nd light. Post office is 3 blocks down
on your left.
Closest Starbucks (Barnes and Noble)
84 East exit 23. Right at exit light. Left at
next light. Go down 2 lights to Brass mill
commons. Star bucks is in Barnes and
Noble Bookstore.
Closest Dunkin Donuts
Right out of Lot, Left at 7th light on to Thomaston.
Dunkin Donuts on your Left .
Closest fast food
McDonalds, Wendy's, Subway, KFC, Burger
King
-Right out of Lot at 7th light turn left onto
Thomaston. Or right for KFC
Things To Do in Our Area
Closest Mall
Brass Mill Center. (Macys, JC Penney, Sears, FYE, H&M,
-84 East Exit 23. Right off Exit.
Museum
Mattituck museum -www.mattatuckmuseum.org -144 West Main Street,
Waterbury, CT 06702 - Tel. (203) 753-0381
-Right out of lot straight into Down Town Waterbury on West main Street. At
the green nest to YMCA is Mattituck Museum
-Timex Museum-www.timexpo.com-175 Union Street, Brass Mill Commons
Mall, Waterbury, CT 06706
- 84 East Exit 23, Right off Exit, Left at next Light. Two lights down Time Expo
Museum.
Local attraction
Quassy amusement Park / Lake Compounce amusement park
Our Preferred Restaurants
You should have a list available for the guest that shows restaurant name, type, number and who
delivers. Also direction cards should be available to all recommended restaurants.
Spartan
Greek and Italian
-Left out of Lot. Spartan is on your
right
Maggie McFly’s
All American.
-Left out of Lot. Right at Stop sign.
Left at first Light. Maggies is on
your right at next light.
Fridays / Chilli’s
All American Grill
-84 E exit 23. right off exit. Left at
next light. Fridays Chilli’s on
your right.
Olive Garden / Ruby Tuesday /
Bertuccis
Italian
-84 E exit 23, right at exit, left at next
light. Olive Garden in the Mall on
your right.
Family Fun
Closest Movie Theater
Regal Cinemas
-84 E Exit 23 right at exit. Left at next light. Regal Cinemas in Mall 3rd
floor, on your right. 203-757-2244
Closest family play place (example: Chucky Cheese or Jillian's)
Chucky Cheese—Wolcott St
-84 E exit 22. Slight left, Market Sq becomes McMahon. Left Onto
Baldwin street. Right onto E. main street. Slight left onto Wolcott St.
Closest Children's play park
 Hamilton Park-- 1460 East Main Street, Waterbury, Connecticut
 Lantern Park-- 99 Lantern Park Dr, Naugatuck, CT 06770-1840, US
 Hop Brook Park-- 4 Straits Turnpike Middlebury, CT O6762
Every Day
Selling at the
Front Desk
In this section you will find:

Checking in and value selling

Reservations and value selling

Understanding Value
Understanding Value
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
Value is not only associated with price, but
quality for the price paid, with limited time
and stress in buying and receiving the
product.
What items at your hotel represent value to
the guest?
Guests see value through friendly, efficient
service and staff, clean comfortable
surroundings, easy to understand &
consistent pricing, ease of booking, 100%
satisfaction guarantee, hotel location,
breakfast, and room amenities.
Front Desk Duty Tip
Reservations
Start with Value selling. Before you quote a rate let
them know what we offer. Also before quoting a rate
get: the dates and number of people. Try to up sell
first. Do not offer discounts unless they offer it and
let them know proof of AAA, Gov will be required at
check in. Always get all information including name/
address/ phone number/email ect.
Ask if you can book the room for them.
Thank them for choosing us before you hang up the
phone!
Denials and Regret Tracking
When booking a
reservation it is
important to ask if you
can book the room for
the guest. If they say
“no thanks” for any
reason ask why and
track on this screen.
Knowing why the guest is
choosing not to book
allows us to property
manage our inventory
and rates.
Your role in the
Sales Effort
In this section you will find:

Your role in sales

Our hotel sales policies

Group information

Meeting room information

Property tours
Key Areas
Build Relationships w/ guests (everyone)
 Make Outside Sales Calls (Sales/GM)
 Uncover NEW Business (everyone)
 Document Sales Activity (everyone)

Always Remember
“People do business with people they
know, like and trust.”
Front Desk Tip:
Common Acronyms.
ADR- Average Daly Rate
Rev- Revenue OCC- Occupancy
RevPar- Revenue per Available Room
LNR- Local Negotiated Rate
YTD- Year to date MTD- Month To date
PTD- Period to date
Sales
Role
Carry on casual conversation w/ guests.

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Promote your hotel and the area.
Find leads. Observe! Listen!
Ask Questions –
?What company are you with?
?What brings you to the area?
?Are there other associates traveling as well?
?Do you use other hotels?
?Would you provide me a business card and a name of
someone in your company who makes decision with travel
and hotel coordination? Our DOS/GM would like to contact
them to find out more details and possibly set up a corporate
rate for your company.
Fill out HP Lead Sheet / attach business/give to GM.
Identify problems, communicate, resolve.
Care about your guests everyday!
Property Tours
Important 10-15 minutes
DO’s

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

Hotel clean/pristine!
Pre-select rooms,
inspect, set lighting.
Communicate to all
departments
Pre-brief Front Desk on
arrival time/name
Verify appt day before
Send thank you same
day
Ask Prospect what is most
important to them.
DON’TS

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
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

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Keep them waiting.
Act like it’s just another day
on the job.
Make noise (laundry cart on
tile floor, vacuuming).
Forget to smile and
introduce other staff
Complain
Leave out work materials
Forget uniform & name tag
Forget to be on your best –
it’s show time!
Meeting Room
It is the front desks responsibility to help sell the
meeting room. In order to do so you need to
know id it is available, how much it is, policies
and how to fill out the contract.
Conference room policy

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

Confirmation of meeting space requires a Signed Agreement and valid credit card.
The Front Desk Agent is to open a house account upon booking and confirmation of
a meeting.
Extra Equipment and Refreshment Price Listing is available in the Meeting room
Contracts binder.
The Service Charge and taxes are: 6% service charge plus 6% sales tax.
Cancellation of an event within
 6 days prior to arrival, charge 10% of estimated charges
 5 days prior to arrival ,charge 15% of estimated charges,
 4 days prior to arrival, charge 20% of estimated charges.
 3 days prior to arrival, charge 30% fee
 2 days prior to arrival, charge 40% fee
 1 day prior to arrival, charge 50% fee
 No show or arrival date cancellation, charge 100% fee
Conference room guests are asked to please restrict activities in the meeting room.
The lobby and other public areas are for registered guests.
Group Policies





Groups have a cut off date of 3 to 4 weeks prior to the event. Based
on availability we may allow week of cut off.
Sports groups, this market has a policy that on multiple stay
reservations, the team can cancel by 11am if they loose a game,
these are exceptions to the rule.
Noise. The hotel will not tolerate disubabance of other guest and
there for must insist that all group activities take place in the lobby or
assigned meeting area. Only one warning will be issued be fore
person/s responsible for notice are asked to vacant the premises.
In the event of damage to any hotel property the group will be
charged for repairs or replacement of property. We require a credit
card or $200.00 refundable deposit per every 10 rooms.
Each policy is listed on contract based on relevance.
Group Rates
All groups must be booked through the sales
office. Group rates are based on
 number of rooms
 Room types requested
 Number of nights
 Requested time period
These items can all be discussed with the sales
department.
More
“Yes I can Attitude”
3. Turn your dreams into goals.
 The Just Do It Principle
4. Focus on results, not just activity.
5. Always be up, never give up!
Seven words that you predetermine your destiny!
As you think so shall you be.
Things are neither good or bad, but thinking makes it so.
Understanding
our Comp-set
In this section you will find:
 Comp set information
 Us vs. Them
 STAR reports
 Call around
Us Vs. Them


Who are our Competitors? Courtyard Marriott,
Holiday Inn Express, Holiday Inn, Hampton
Inn Meriden and Crown Plaza Southbury.
You work for the best! Hampton is the #1
limited service hotel. And the Waterbury Team
strives to outperform the local competition by
providing exceptional service and
accommodations. And we back it up with our
100% satisfaction guarantee
Competitors
Courtyard
Marriott
Holiday Inn
Express
Holiday Inn
91
199
111
284
197
124
YES
YES
YES
YES
YES
Fitness
Restaurant
NO
YES
YES
YES
YES NO
Free
Newspaper
YES
NO
NO
NO
NO
YES
Free Local
Calls
YES
YES
NO
NO
NO
YES
Comp.
Breakfast
YES
NO
NO
NO
NO
YES
Wireless
internet
YES
Only in the
lobby
Only in the
lobby
YES
YES YES
Amenities
Number of
rooms
Pool and
Fitness room
Us
Crown
Plaza
Hampton
Inn Meriden
Courtyard Marriott
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This property is 3.5
miles from us and is a
full service property.
They offer a full
restaurant and room
service.
They charge for all
services including
internet
Hampton Inn Meriden
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3 time Lighthouse award
winners
Cloud Nine. The Hampton
bed experience. 100%
Hampton Guarantee
On the House™ hot
breakfast
Complimentary high-speed
Internet access
Hampton also offers a 24
hour front desk, message
and fax service.
Holiday Inn
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Newly renovated, new mgmt,
changed name from Conn.
Grand.
Indoor water park coming
soon.
The Holiday Inn Waterbury
boasts more than 40,000
square feet of flexible meeting
space with 21 meeting rooms.
Our 9,000 sq. ft. ballroom
accommodates up to 1000
people.
Holiday Inn Express
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Offer a business center
with two terminals with
free internet access and
printing
Business-class rooms or
spacious guest rooms, all
rooms have both wired
and wireless internet
access.
Crown Plaza Southbury
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Offer a sauna, Jacuzzi
and in-door pool.
Full service hotel serving
breakfast, lunch and
dinner in our Arrowhead
Restaurant and Lounge.
Grand ballrooms that hold
90 to 400 people, 3
handsome boardrooms
and up to 13 total
breakout rooms.
Call Arounds
You
make these calls each shift and it is important to know why.
Basic Information:
1.
Rate: are they higher or
lower then us?
2.
Occupancy: Higher or
lower?
3.
Ask for over flow if available.
4.
Offer over flow if available.
Advanced information you
should be looking for:
1.
Does this property normally
perform lower or higher then
us? If so and something has
changed, ask questions. Do
they have a group, new
company ect.
2.
Dramatic changes in rate may
indicate an event we do not
know about, bring this to
managements attention.
CORPORATE
NEGOTIATED
ACCOUNTS
•List of accounts/rates
•how to give info to guest when request a corp. rate
•How to treat a corp. client
•Tracking
Our LNR’s
It is important you know who they are.
Important note : Corporate rates are based on number of nights per year. They can fill out LNR
qualifying sheet and Sales Rep will be in touch to discuss qualifying rates for the current
Company Name
Rate
Company Name
Rate
Bentley Systems 0560025719
$89.00
Post University
$ 95.00
Chase Collegiate 0002662913
$99.00
Rainbow
Crompton
$79.00
SPI Dist
David Brown book company 0002663005
$89.00
State Garden 0002648279
$105.00
Envipco
$95.00
STCR Business System
$89.00
$89.00
Taft school
$95.00
Ward Leonard
$ 89.00
Waterbury Hospital
Garkenyon
$99.00
Westover School
Hershey's
$89.00
Whyco Fishing
0002647278
$99.00
IBM
$89.00
Worley Parsons 0560042611
$95.00
$89.00
J. Fletcher Creamer and Sons
$89-$99
$95.00
Platt Bros.
$99.00
0560000313
0002664801
General Electric
Gunnery
0002648816
Home Depot
0301509100
0322807100
Macdermid
0560043317
Maiuri Electric
Mikron
007279910
0002658542
0009870545
$89.00
Naugatuck Valeey Community College
002660969
$99.00
New England Systems
$99.00
NRF Dist Inc
002649677
0002663004
Plastic Supplies
0002635999
$95.00
$105.00
0002648286
$109.00
0560054488
$95.00
0002639296
$99.00
0001362432
0002648833
0002402628
$89.00
$89.00
$95.00
Why Tracking is Important
Knowing who your top companies and guest are is
a very vital part of selling your property.
The key is that “80% of your business comes from
20% of your customers”
This means the companies and guest that stay
with you the most are your first source to higher
occupancy. So you need to know who they are
and where they are coming from.
Company Line Information
Preferred Information to get, company or attraction that brings them to the area.
How? Ask them:
“ What brings you to our area”
The company line helps us track and find new business. Relevant information NEEDS to put in on this
line.
Items that should go here:
COMPANY NAME!!!!
Local area event they are here to attend
Please no more generic information such as
Visiting family
AAA
Night out ect.
Next best Thing? Who referred them to us?
Ask them who referred them to us and note it on the company line by putting
Referred by ……….
Market Category/Tracking Statistics
It is important to ask: “ What brings you to our area”
When checking someone in you are required to pick a Market category and tracking Code. See below
for Example.
Tracking this information is a great tool when marketing the hotel and doing sale analyzes so this
information is very important to our sales efforts.
On the left side you choose the
market category.
B for a business related trip or
L for a leisure related trip.
And the best Market Category that
fits the reason fro their visit.
On the right hand
side you
choose the
tracking code.
Choose the best
tracking code
that relates to
their visit.
Guest Service
Example:
•Brand Loyalty plan
•The art of the apology
•How to say no with out saying no
•Guest service tools available to you.
What keeps our guests coming
back?
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#1 Can do attitude of staff
Staff appear to enjoy their jobs
Helpfulness of front desk staff
Helpfulness of housekeeping staff
Professional appearance of staff
Cleanliness of guestroom and bathroom
Sense of safety and security
Comfort of bedding & linens.
Efficiency of checkout process.
Guest Loyalty
The main reason to have the HHonors
program is to build Guest loyalty. If they
keep coming back then we keep making
money.
 We track this loyalty with our SALT scores,
100% Satisfaction guarantees and one on
one conversations.
 Excellent Service is what keeps our guest
coming back.

100% Hampton
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The most IMPORTANT tool we have is our
100% Guarantee. It lets our guest know that if
they are not satisfied they do not have to pay. It
keeps them loyal.
Does that mean you should give it away for
every problem, if you or THE GUEST believes it
warrants it, YES. However it is our responsibility
to make sure every guest is satisfied so they do
not feel a need to invoke the guarantee.
We will go over how it works and why with some
roll playing.
HHonors
(pronounced Honors)
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Approximately 80% of our clientele are Honors
members. Of the 80% the majority are gold and
Diamond members
What does that mean? While you will learn a lot
more on this important subject darning your
training process but this is valuable information.
There are 4 tiers in the HHonors program:
 Blue- which is a new member or an infrequent member
(our goal is to change that)
 Silver this is a common Hilton guest
 Gold stays with Hilton very often
 Diamond which means they stay with Hilton more then
they stay at home.
SALT SCORES
Satisfaction And Loyalty Tracker
 What are they? Guest surveys - 250
randomly sent out each month.
 Ranked by Hilton based on SALT scores
and QA Inspection. Need 79% of 9&10’s
responses surveyed to receive
Outstanding Reward.
 5/10 Rule - Acknowledge every guest
within 10 ft. and converse with guest within
5 ft. of you.

Front Desk Tip
The Art of the Apology!
Apologizing can be difficult. Keep these things in mind when dealing with a situation that
requires and apology.
1.
If the guest brings a negative situation to your attention, you need to apologize, even if
they are not upset.
2.
Always be sincere. Even if it seems insignificant to you the guest would not have
brought it to your attention if it did not upset them.
3.
Do your best to correct the situation immediately.
1.
2.
4.
5.
The guest should not have to wait for a manager or a team member from another department
unless there is no other option.
However, be sure to inform the GM and department head of ALL comments and complaints.
Take responsibility for the problem. Do not place blame on another person or
department.
Fallow Up is very important, especially if you were not the one correcting the issue.
1.
2.
3.
Put a sorry note in room
Call to be sure problem has been corrected
If necessary give the guest a sorry amenity.
How to say No, without saying No.
The Key is to offer a positive solution to the
problem and not to end on a negative note.
This is a talent
that comes with
experience. You
can not avoid
saying no in
every situation
how ever here
are some tips to
take NO to YES
or as close to it
as possible.
Uses these
examples as a
guide.
Challenge
One Possible Positive Solution
Guest asks for a rollaway bed but
all of them are in use
“I am so sorry Mr. Smith but we do not have any available tonight.
However I can offer you some extra pillows, blankets and
sheets for tonight. If you are staying over I would be
happy to get a rollaway to your room if one becomes
available.
Guest request an upgrade, you
do not have anything to give
them.
" As a valued guest, I wish I could offer you a better room however
you are currently reserved in one of our _________ rooms and
that is all I have available. Can I offer you a preferred location in
the hotel instead?"
Not my job?
There is no such thing as “Not my job in the service industry”
Your hotel is a limited service property which means that
you have limited means to serve the guest not that you
should limit the service you give them. So you may find
yourself working in a variety of situations.
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Where to find housekeeping products
Common maintenance issues you can fix easily
I do not work in that department but
the guest needs…..
Housekeeping Item
needed
Location
Linen
Laundry room
Extra pillows
In room closet or drawer/ laundry room
Air Freshener
In Laundry room and Front Desk
Ashtrays
Employee room cabinets
Laundry bags
Front Desk and room closets
Trash bags
FD, Laundry room,
Cleaning supplies
Laundry room
New Remote Controls
FD and maintenance office
Maintenance Item
needed
Location
Light Bulbs
FD, maintenance, h-keeping
Batteries
FD, maintenance
Screw Driver
maintenance
Lost and Found
Housekeeping—accessed only by
managers
How do I fix?

Phone lines go down in the whole hotel.
1.
2.
3.

Go to phone room and reset the phone line. (lets
show you now)
Call AT&T and Active and have them check the
lines. (use the fax machine)
Call FOM or GM
Internet is down in the whole Hotel.
1.
2.
3.
Test this on the back computer
If it is down go to the phone room and reset the internet
(let’s show you now!)
If that does not work call Active on the 800 number. Keep
calling every hour or so until the problem is fixed.
Emergency
Policies Snap
Shot
There is an Emergency binder at the front desk. It will
have detailed information on what to do in most
emergency situations
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Emergency numbers
Quick tips
Emergency Numbers and Contacts
Local Emergency Numbers
Hotel Information
Name
Hampton Inn Waterbury
ALL EMERGENCY
911
Address
Phone Number
203-753-1777
Street Address
777 Chase Parkway
City, State, Zip
Waterbury CT 06708
FIRE DEPARTMENT
POLICE DEPARTMENT
LOCAL HOSPITAL
911/0203-597-3400
203-574-9611/0203-574-6910
203-573-6000
LOCAL CLINIC
SUICIDE PREVENTION
General Manager
Name
Monica Morgan
ELECTRIC COMPANY
1-888-783-6617
1-800-989-0900
Home Phone
203-879-6249
GAS COMPANY
Cell Phone
203-704-0816
WATER COMPANY
POISON CONTROL
Area Director
Name
Cell Phone
HP HOTELS Emergency
Numbers
Samantha Markey
203-509-0853
Phone 205-879-7004 or Fax
205-879-2680
ELEVATOR COMPANY
1-860-257-1497
TELEPHONE - LOCAL
1-800-448-1008
TELEPHONE / SWITCHBOARD
1-877-212-7900
EMERGENCY CLEANING
SERVICE
CABLE COMPANY
1-888-5634/01-888-LODGNET
Reporting Guest Accidents/Incident
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INCASE OF EMERGENCY - CALL 911 Immediately!
Complete the Fireman Fund’s Guest Property
Incident report. Be thorough. Use correct
wording…guest stated, alleged, claims, etc.
Pay attention! What type of shoes are they wearing?
Take pictures 8 minimum from all angles. Place pen
at alleged location of accident for one picture (shows
scale). 35 MM cameras located in AGM desk.
Call 911 for Injured guests requiring medical
attention. For liability reasons, we can not personally
transport guests. We will pay for a cab if guests do
not want an ambulance.
Fire Alarm Panel
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If the fire alarm goes of you should go to the panel and
first see where the problem is. If it is a guest room call
and be sure they are okay.
If yes: Acknowledge the alarm/ silence it/ reset system.
Then let the guest know you must come check the room.
If you do not get an answer go to the room and check.
Do Not Silence the alarm until you know
everything is Okay.
Front Desk
Resources
In this section you will find:

HP-Website info

List of websites that will help you daily

Brand websites and other resources

List on tools on property available to you.

Helpful tips
Your resources and tools

Help Line for Internet Support Questions
 1-877-584-0400

Help line for brand support questions
 1-800-435-7435
Web sites
Useful Web Sites
Uses
www.hp-hotels.com
offers forms and a variety of information you can use daily. See GM for
Current ID and Password.
www.hamptoninn.com
To make reservations and access our website.
www.hamptontoday.net
Brand information and updates
http://www.waterburyconnecticutdirect.info/
Town info including weather, events and news.
www.mapquest.com
Find directions to or from a location for a guest.
www.google.com
Great for searching companies, events, pictures, directions
Use your comp set websites too
Stay up on their rates, amenities and availability.
More resources
 Your
Management staff
 Special amenities kit.
This
should included uncommon items
that may be requested by our guest. Ice
scrapper, curling iron, PJ’s…..
 Directional
cards
 Hotel Directory