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Employee Orientation Handbook
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Hotel Departments
Accounting
Handles all bookkeeping and accounts receivable and payable tasks in the hotel.
Manages past charge disputes, group billings, and approves direct billing requests.
Audio/Visual
Responsible for audio/visual equipment (such as VCR rentals, slide projectors, and
overhead projectors) that is necessary for a group, a guest or an internal hotel meeting.
Banquets
Takes care of the set-up and breakdown of all meetings and banquets as well as the
service of all food and beverage to guests attending banquets, meetings or special
events.
Catering
Sells and coordinates all banquet functions held in the hotel. Catering distributes the
Daily Event Sheet, listing all functions and meetings each day.
Concierge
Assists the guest with any needs, such as general information, restaurant
recommendations, special events in the area, movies, shows, concerts, sports events
etc.
Convention Services
In larger, convention hotels, this department services groups that are first booked and
confirmed by Sales and Marketing. They coordinate the groups’ needs with other
departments before and during the convention/meeting.
Culinary
Prepares all food for the restaurants, lounges, room service/in-room dining, banquets,
meetings and the associate cafeteria.
Engineering
Upkeeps the building, grounds, fixtures, and equipment. Also performs preventive
maintenance to keep the hotel in top shape.
Executive Committee
The team of senior managers responsible for: making major decisions at the property,
providing leadership support, and achieving property and corporate goals. The
Executive Committee is made up of the General Manager, Director of Sales &
Marketing, Director of Human Resources, Controller and Director of Six Sigma.
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Front Desk
Takes care of the guest upon arrival and departure. Other areas of service include:
check cashing, guest billing, messages, guest complaints, guest mail, questions, special
requests, and blocking rooms.
Housekeeping
Handles guest room cleaning, public space cleaning and the operation of the laundry.
Items such as irons, soap, towels, cribs, rollaway beds, blankets, refrigerators, etc. are
available from Housekeeping.
Laundry/Valet
Processes and cleans the guest laundry as well as all of the laundry for the hotel such
as sheets, towels, tablecloths, napkins, associate uniforms etc.
Human Resources
Recruits and hires new associates. Oversees training such as guest service training,
management training, and other associate development training. Coordinates and
plans associate events and benefits. Also handles associate relations and concerns.
Reservations
Assists the guests with making reservations for the hotel including group and
convention reservations. Coordinates with Sales & Marketing and the Front Desk on a
daily basis.
Restaurants and Lounge
Ensures efficient, friendly service of all food and beverage in the restaurants and
lounge.
Sales and Marketing
Sells and brings group meetings/conventions and transient business to the hotel in
order to increase hotel occupancy and revenue. This department also handles the
marketing and advertising of the property.
Service Express - Command Center
Answers all internal and external phone calls and routes them to the appropriate room
or department. Responds to telephone inquiries, both internal and external. Dispatches
Service Express Attendants/Rapid Response Attendants, Engineering, and
Housekeeping in order to assist the guest. Takes all guest food and beverage orders
for In-room Dining/Room Service.
Service Express - Guest Services
Consists of bell staff, door staff and valet parking. Takes care of guests’ needs for
luggage handling, transportation, message deliveries, request items, room deliveries,
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laundry pick up and delivery, and overall information concerning the hotel and outlets.
Service Express - Room Service
Handles the service of all food and beverage for In Room Dinning/Room Service,
including the setting, delivery, and removal of all trays and tables.
Stewarding
Cleans all dishes, flatware, china, silver, pots and pans for the restaurants, lounges,
banquets, In Room Dining/Room Service and the associate cafeteria.
ROOMS - Terms and Definitions
 Adjacent Rooms - Rooms that do not have a connecting door but which are next to each
other.
 ADR* – Average Daily Rate
 BAR* – Best Available Rate - The rate we quote for a specific day.
 Block* - A room that is being held for a certain guest on a specific date.
 Comp - Refers to a product or service that is complementary.
 Confirmation - A written notice from the hotel or the central reservation office to a future
guest confirming a reservation.
 Connecting Rooms - Adjacent rooms that have internally connecting doors.
 Double-double* - Two double beds in one room.
 Extension - An authorized change of departure time or date beyond normal checkout
time.
 Field* - The space on a computer display that allows information to be entered.
 Front* - The person in rotation for rooming or bringing guest luggage down.
 Guest Satisfaction Index (GSI) - An index of guest satisfaction, the data is compiled from
guest reply cards.
 King* - One king-sized bed in the room.
 Occupancy Rate* – Percentage of rooms occupied
 Rack Rate* - The full room rate charged for a room, also known as retail rate.
 RevPAR* – Revenue Per Available Room
 Suite - An accommodation consisting of 1 or 2 bedrooms and a connecting sitting room
or parlor.
 Upsell* - Moving a guest to a higher-priced room with a corresponding rate increase
agreed upon by the guest.
 Walk/Relocation* - A guest with a reservation who is relocated to another hotel because
we are sold out.
* Note: these terms are for internal use only. Please do NOT use these terms with our guests or
in the presence of our guests.
FOOD & BEVERAGE - Terms and Definitions
 86* - A term used to inform service associates that the bar or kitchen is out of a
certain Food & Beverage item.
 BEO*/Banquet Event Order – A detailed listing of all pertinent information
regarding a banquet event. Such information that may be included is the start
time of the event, food and beverage being served, set-up of the meeting room or
ballroom etc.
 Coffee Break Schedule - A detailed separate listing that outlines all coffee breaks
scheduled for guests for that day.
 Cover* - A guest.
 Dumpster - A large garbage receptacle in the back dock area of the hotel.
 Flat bed - A four-wheeled cart made up of a platform and large handle. Used to
transport folded banquet tables and other large, heavy equipment.
 “In the weeds*” – Very busy and possibly behind on work.
 Par* - The quantity of stock that should be on-hand at the beginning of each shift
for that shift’s business or until the next delivery is received.
 POS/Point of Sale* - An electronic cash register used by the Food & Beverage
associates.
 Queen Mary* – A large cart with several shelves used to transport various items
such as dirty or clean dishes, some food items etc.
 Reach-in* - A small refrigerator usually located behind the bar or in the kitchen
where juices, sauces, etc. are stored for service access.
 Refresh* - Re-servicing a meeting room during a break—replenishing water,
glassware, candy, etc.
 Station* - A particular work area.
* Note: these terms are for internal use only. Please do NOT use these terms with our
guests or in the presence of our guests.
Department Overview Review
1. Overview Department Training Process
My training program will last approximately _________ weeks.
2. Introduction to Team and Team Management
The name of my Trainer is ____________.
The name/s of my Department Manager/s are:
__________________________________________________
__________________________________________________
__________________________________________________
The name/s of my Department Supervisors are:
__________________________________________________
__________________________________________________
__________________________________________________
The name of my Department Executive Committee Member is:
__________________________________________________
3. Department Organizational Chart
Describe/Draw the Organizational Chart for your department.
4. Reporting/Help Process
I report to ____________________________during the training period.
My immediate supervisor is __________________________________.
I can go to ___________________ for help when I cannot find my supervisor.
5. Function of my Department
The function of my department is:
6. Relationship of my Position to the Department
The main responsibilities/essential functions of my position are:
7. Relationship of my Position to Other Positions/Departments
Each job task that is performed correctly or incorrectly impacts others within the
hotel. When I do my job accurately and efficiently it enables other
positions/departments to perform their jobs.
My position most directly impacts these positions/departments:
_____________________ why? _____________________________.
_____________________ why? _____________________________.
8. Relationship of Department to Overall Hotel
Match each scenario below with the department most likely to assist by indicating
the letter of the correct department in the space provided.
________ A guest needs to know the activities happening in town over the
weekend.
________ A guest wants to cash a personal check.
________ Knows how many rooms are available to be sold on a particular night.
________ An associate is having problems with his/her medical insurance.
________ Delivers a flower arrangement to a guest’s room.
________ There is a tear in the carpet of the grand ballroom, who will repair it?
________ Cleans the guest room.
________ The team responsible for the leadership of the entire hotel.
________ Responsible for booking a group meeting of 150 math teachers.
________ A guest needs to rent a VCR and monitor for his/her room.
________ A guest needs a banquet table and extra chairs in his/her meeting room.
________ Takes care of all of the Restaurants and Lounges.
A.
B.
C.
D.
E.
F.
Executive Committee
Sales Department
Reservations
Human Resources
Engineering
Catering
G.
H.
I.
J.
K.
L.
M.
Concierge
Service Express/Rapid Response
Front Desk
Audio/Visual
Housekeeping
Food and Beverage
Service Express Attendants/
Rapid Response Attendants/
Guest Services
9. Department Tour
My work area is located _____________________________________.
Describe 3 pieces of information on the department bulletin board and their use.
Where are the supplies, equipment and necessary tools to perform the tasks of
your position located?
Where is your manager’s office located?
10. Department Terms and Definitions
NOTE: INSERT YOUR DEPARTMENT TERMS AND DEFINITIONS REVIEW HERE.
Please refer to the pages below for a SAMPLE “Rooms Terms and Definitions Review”
and a SAMPLE “Food and Beverage Terms and Definitions Review”. Use these as a
guideline to create your own Department Terms and Definitions Review.
- ROOMS - Terms and Definitions Review
Refer to the definition and match each to the appropriate term. In the space provided,
indicate the letter of the correct term. Also, mark with an asterisk (*), those terms that
should NEVER be used in front of a guest.
________
________
________
________
________
________
________
________
________
________
________
________
________
________
________
________
Rooms that do not have a connecting door but which are next to each
other.
A room that is being held for a certain guest on a specific date.
The person in rotation for rooming or bringing guest luggage down.
An index of guest satisfaction, the data is compiled from guest reply cards.
A guest with a reservation who is relocated to another hotel because we
are sold out.
An accommodation consisting of 1 or 2 bedrooms and a connecting sitting
room or parlor.
Adjacent rooms that have internally connecting doors.
A written notice from the hotel or the central reservation office to a future
guest confirming a reservation.
Refers to a product or service that is complementary.
One king-sized bed in the room.
The full room rate charged for a certain room, also known as retail rate.
Moving a guest to a higher-priced room with a corresponding rate increase
agreed upon by the guest.
An authorized change of departure time or date beyond normal checkout
time.
The space on a computer display that allows information to be entered.
Two double beds in one room.
The rate we quote for a specific day.
A.
B.
C.
D.
E.
F.
G.
H.
Confirmation
Extension
Suite
Front
Connecting Rooms
Upsell
Adjacent Rooms
Double-double
I.
J.
K.
L.
M.
N.
O.
P.
Comp
Field
Block
King
Rack Rate
Walk/Relocation
Guest Satisfaction Index (GSI)
BAR—Best Available Rate
–FOOD & BEVERAGE - Food & Beverage Terms and Definitions Review
Refer to the definition and match each to the appropriate term. In the space provided,
indicate the letter of the correct term. . Also, mark with an asterisk (*), those terms that
should NEVER be used in front of a guest.
________
________
________
________
A guest.
A term used to inform service associates that the bar or kitchen is out of a
certain Food & Beverage item.
A four-wheeled cart made up of a platform and large handle. Used to
transport folded banquet tables and other large, heavy equipment.
A large garbage receptacle in the back dock area of the hotel.
________
________
________
________
________
________
________
_______
_______
An electronic cash register used by the Food & Beverage associates.
A small refrigerator, usually located behind the bar or in the kitchen where
juices, sauces, etc. are stored for service access.
Re-servicing a meeting room during a break—replenishing water,
glassware, candy, etc.
A particular work area.
The quantity of stock that should be on-hand at the beginning of each shift
for that shift’s business or until the next delivery is received.
A detailed separate listing that outlines all coffee breaks scheduled for
guests for that day.
A large cart with several shelves used to transport various items such as
dirty or clean dishes, some food items etc.
Very busy and possibly behind on work.
A detailed listing of all pertinent information regarding a banquet event.
Such information that may be included is the start time of the event, food
and beverage being served, set-up of the meeting room or ballroom etc.
A.
B.
C.
D.
E.
F.
G.
Reach-in
Refresh
Station
Cover
In the weeds
Par
Queen Mary
H.
I.
J.
K.
L.
M.
“86”
Dumpster
Flatbed
POS—Point of Sale
BEO – Banquet Event Order
Coffee Break Schedule
\
\
Policies, Procedures & Administration Review
1. Appearance Guidelines
List 5 appearance standards for the hotel.
1. ______________________________________________
2. ______________________________________________
3. ______________________________________________
4. ______________________________________________
5. ______________________________________________
List 5 different appearance standards for your department.
1. ______________________________________________
2. ______________________________________________
3. ______________________________________________
4. ______________________________________________
5. ______________________________________________
2. Associate Entrance/Exit Policy
Where is the Associate Entrance/Exit located?
Is an associate ID required to enter the hotel?
3. Associate Success Profile/Performance Reviews
What are the 3 main categories of the Associate Success Profile?
1. ______________________________________________
\
2. ______________________________________________
3. ______________________________________________
When will I receive my first performance review?
List 3 performance areas that are found on the performance review.
1. ______________________________________________
2. ______________________________________________
3. ______________________________________________
4. General Housekeeping Duties & Responsibilities
When I see a scrap of paper on the floor, I should __________________.
When I see a spill, I should ____________________.
5. Harassment and Discrimination
What should I do if I feel someone is harassing me?
6. Schedule Procedures
When and where is the department schedule posted?
What should I do if I want to request a day off?
What should I do if I want to switch a day or shift with a fellow associate?
7. Time Clocks
Where is the time clock located?
Explain how to punch in and out.
\
8. Punching In & Out Policies
What should I do if I miss a punch?
What should I do if I lose my ID/timecard?
9. Scheduled Breaks
When are breaks given and by whom?
Where are breaks to be taken?
Can associates leave property for their break?
Do I punch out for the following breaks?
a. 15 minute breaks
b. Meal breaks
When and where can associates make personal telephone calls?
What restrooms are associates allowed to use?
10. Overtime Authorization
What do I need to do when I am going into overtime?
11. Call-In Procedures
What is the hotel policy for calling out sick or running late?
\
12. Sick Days
What is the hotel policy for Sick Days?
13. Vacation/Holiday Requests
What should you do if you want to request vacation or a holiday?
14. Paydays and Paychecks
What day does the pay week begin? ______________
What day does the pay week end? ___________________
What day and time are paychecks available for pickup?
Where are paychecks distributed?
Is ID required?
Can associates bring their family and friends into the area where
paychecks are distributed?
What should I do if I am missing hours on my paycheck?
Fire Safety
Knowledge and training regarding Fire Safety procedures is important information,
which all associates must know. This information could save your life as well as the
lives of our guests and fellow associates.
Fire Safety Procedures: What to do if you come across a fire
1. Remain Calm.
2. Close the room door or a hall door to contain the fire.
3. Activate the building fire alarm system.
4. Call the Emergency Hotline “30” and state your name, department, nature
and location of the fire.
5. Assist all guests and associates to the stairwell or closest exit. Do NOT use
the elevators.
6. Inform guests that an emergency has been reported in the building and for
the guest to proceed to the closest exit where a representative of the hotel will
assist them. DO NOT MENTION THE WORD “FIRE”.
7. Once the area is clear, leave the area yourself.
Fire Extinguisher Procedures: Using a fire extinguisher - PASS
1. Pull the pin
2. Aim at the base of the fire
3. Squeeze the trigger
4. Sweep from side to side
Emergency Evacuation Procedures: What to do if an alarm sounds
1. Remain Calm.
2. Assist all guests and associates to the Stairwell or closest exit. Do NOT use
the elevators.
3. Inform guests that an emergency has been reported in the building and for
the guest to proceed to the closest exit where a representative of the hotel will
assist them.
4. Once the area is clear, leave the area yourself.
5. During an evacuation - Exit the hotel through the closest exit and report to
your assigned Evacuation Area.
Reminders
1. Always position yourself with an exit or means of escape at your back before
you attempt to use an extinguisher to put out a fire. Never let the fire come
between you and the exit.
2. Extinguishers will only last 15 – 30 seconds and are designed to be used 8 –
10 feet away from the fire.
3. Start using the extinguisher from a safe distance away, and then move
forward. Once the fire is out, keep an eye on the area in case it re-ignites.
NEVER TURN YOUR BACK ON THE FIRE!
4. Never fight a fire if:
a. You don't know what is burning.
b. The fire is spreading rapidly beyond the spot where it started.
c. You don't have adequate or appropriate equipment.
d. You might inhale toxic smoke.
e. Your instincts tell you not to.
5. Assist any person in immediate danger to safety, if
it can be accomplished without risk to you. (Do NOT
use elevators when there is a fire in the building.)
6. Activate the building fire alarm system FIRST (or designate someone else to
do so).
7. Only after assisting others and activating the fire alarm system, if the fire is
small, should you attempt to use an extinguisher to put it out.
8. Always exit through the closest exit and then walk around the outside of the
hotel to report to your Evacuation Area. Never walk through the hotel in order
to report to your Evacuation Area.
9. Report to your Evacuation Area immediately as we will be checking to ensure
that all associates have exited the building and are safe.
Safety and Security Review
1. Fire Extinguishers and Fire Alarms
Where are the fire extinguishers and fire alarm pull stations located within our
work area/department?
Explain the PASS method for using a fire extinguisher.
P_______________________________________________________
A_______________________________________________________
S_______________________________________________________
S_______________________________________________________
2. Emergency Evacuation Procedures
Explain the Hotel Emergency Evacuation Procedures.
Where is our department evacuation meeting area?
What is the hotel emergency number?
3. First Aid Equipment
Where is the first aid equipment located within our department/hotel?
4. Reporting Unsafe Conditions
What should I do if I come across an unsafe condition and who should I report it
to?
5. Reporting Work Injuries
What should I do if I get injured at work?
6. Reporting Guest and Associate Accidents
What should I do if I witness or come across a guest or associate accident?
7. Material Safety Data Sheets (MSDS)
Where is the Hazardous Communications Station located?
What information is contained on the Material Safety Data Sheets – MSDS?
8. Responsible Beverage Training (if applicable)
I am scheduled to attend training on ______________________________.
STYLE Service Standards
Notice: “Noticing,” in (name) terms, means to deliberately and continuously pay
attention to what you see and hear around you to get information about
actual or possible guest service needs.
Focus:
In (hotel name) language, focusing means two things:
1. To clarify guest needs and expectations through effective questioning.
2. To identify alternative ways to satisfy the guest.
Act with STYLE:
Smile
: Offer a welcoming smile and follow the 10 & 5 Rule while using the guest
or fellow associate’s name.
Take Initiative
: Scan your service stage to look for opportunities to identify
service needs before you are asked.
You Make the Difference
: Demonstrate professionalism by noticing
your “personal professionalism” and your “service stage professionalism.”
Listen
: Listen carefully to what the guest is saying and pay attention to the three
ways that our guests communicate with us.
Empathize
:
Scan your service stage with empathy by acknowledging others
emotional state.
STAR Service Standards
Smile and Greet
: Every time you encounter a guest or
fellow associate, smile and offer an appropriate hospitality greeting.
Talk and Listen
: Talk and listen to every guest and fellow
associate in a warm, enthusiastic, and courteous tone and manner.
Answer and Anticipate
: Answer guests’ and
fellow associates’ questions quickly and to their satisfaction, and anticipate
needs by observing behavior and learning to “read” the guest.
Resolve
: Resolve guests’ problems by following the systematic
WOW Recovery process:
What’s the Problem
Own the Problem
Wow the Guest
TALENT Service Standards
The W experience is all about YOU and your TALENT
Demonstrate your TALENT in all your daily encounters by using the
following guidelines:
Take Initiative
: Greet Guests First.
Always Smile
Listen
Empathize
Never Say No
Tell Guests Your Name
: Show Guests Your Enthusiasm.
: Be Attentive To What A Guest Says.
: Find A Common Understanding.
: Always Assist Our Guests.
: Introduce Yourself.
Remember…
The W experience is about showing each guest that YOU have TALENT
The Service-Profit Chain
Associate Satisfaction – Guest Satisfaction – Revenue Growth
Four faculty members of the Harvard Business School introduced
the Service-Profit Chain in 1994. It establishes the relationship
between revenue growth, guest satisfaction and associate
satisfaction. Revenue growth is stimulated by guest loyalty.
Loyalty is a direct result of guest satisfaction, which is largely
influenced by the value of service provided by associates to guests.
Associate satisfaction results from supportive managers,
appropriate tools and a positive work environment, which allows
you to deliver results to the guest.
Notice, Focus, Act
Service Recovery Model
Step One: NOTICE
- Listen Actively
Step Two:
-
FOCUS
Empathize
Apologize
Ask Questions
Offer Options
Step Three: ACT
- Be the Manager of the Moment
- Add Value
- Check for Satisfaction
WOW Recovery System
What’s the Problem
- Listen to get information
- Empathize
- Apologize
- Clarify by asking questions
Own it and Solve it
- Take ownership
- Solve the problem
- Follow through
Wow the Guest
- By going the extra mile and
giving them something special to
show we care and that we are
sorry that they encountered a
problem
Lights!, Camera!, Action!
Service Recovery Model
Step One: LIGHTS!
- Illuminate what’s gone wrong
- Listen actively
Step Two: CAMERA!
- Focus on the problem by asking
questions
- Empathize & Apologize
- Offer Options
Step Three: ACTION!
- Turn the opportunity into a W
Service Performance
- Check back for Satisfaction
Guest Service Review
1. STYLE Service Standards
What are the STYLE Service Standards?
S_________________________________________________
T_________________________________________________
Y_________________________________________________
L_________________________________________________
E_________________________________________________
2. The Service Profit Chain
What are the three links of the Service-Profit Chain?
1. _______________________________________________
2. _______________________________________________
3. _______________________________________________
3. Service Recovery Model
What are the three steps of the Service Recovery Model?
Step One: _________________________________________
Step Two: _________________________________________
Step Three: ________________________________________
Guest Service Review
1. STAR Service Standards
What are the four STAR Service Standards?
S_________________________________________________
T_________________________________________________
A_________________________________________________
R_________________________________________________
2. The Service Profit Chain
What are the three links of the Service-Profit Chain?
1. _______________________________________________
2. _______________________________________________
3. _______________________________________________
3. Service Recovery Model
What are the three steps of the WOW Recovery System?
W_________________________________________________
O_________________________________________________
W_________________________________________________
Guest Service Review
1. TALENT Service Standards
What are the TALENT Service Standards?
T_________________________________________________
A_________________________________________________
L_________________________________________________
E_________________________________________________
N_________________________________________________
T_________________________________________________
2. The Service Profit Chain
What are the three links of the Service-Profit Chain?
1. _______________________________________________
2. _______________________________________________
3. _______________________________________________
3. Service Recovery Model
What are the three steps of our Service Recovery Model?
Step One: _________________________________________
Step Two: _________________________________________
Step Three: ________________________________________
4. Guest Services Directory/Compendium
List 3 things that you now know as a result of reading the Guest Services
Directory/Compendium.
1. _______________________________________________
2. _______________________________________________
3. _______________________________________________
5. Guest Satisfaction Index
What is the Hotel Goal and Department Goal for the Guest Satisfaction Index?
List one GSI area/category that our department directly impacts.
1. _______________________________________________
6. Six Sigma
List any of the hotel Six Sigma projects.
What Six Sigma projects are taking place in our department?
7. Employee Satisfaction Index
The Employee Satisfaction Index is our tool for measuring ________________.
List one of the action plans for our department.
1. _______________________________________________
8. Recognition System
Explain the recognition system for our hotel.
9. Meetings
Explain what a Daily Focus/Pre-Shift Meeting is.
Explain what a Department Meeting is.
Explain what an All Associate Hotel Meeting is.
Position Skills Training Overview Review
1. Position Responsibilities and Overview
Explain the functions and expectations of your position.
2. Department/Position Brand Standards
What are Brand Standards?
Why are Brand Standards important?
List three department/position brand standards.
1. _______________________________________________
2. _______________________________________________
3. _______________________________________________
3. Position Skills Training Materials
Position Skills training will be scheduled ________ .