STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
Employee Orientation
Manual
Welcome to Sterling Hospitality!
This booklet is provided to assist you in
making the transition from a “new” to an “informed” employee. We also want you to be safe and
work safely in the workplace, and have a successful work experience. The managers are here to
assist you by answering any questions that are not covered by this booklet.
This booklet belongs to:
___________________________________
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
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STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
Table of Contents
Employee Welcome Letter………………………………………..page 2
Overview and History……………………….....………………….page 3
Mission Statement & Values We Believe In ……..………………page 4
Organizational Chart…..………………………………………….page 5
Sterling Hospitality Properties ……………….………………….page 6
Company Development …….……………………………..........page 7
Employee Expectations ….……………………...………………page 8-9
Snapshot Calendar ………..…………… ………………………page 10
Important Phone Numbers ….………………………………..… page 11
*****************TRAINING*******************
Manager/Buddy Checklist ……………………………………….page 12-13
New Employee Checklist ………..……………………………page 14-15
New Hire Hotel Tour Checklist ……….………………………….page 16
Hotel Specific Fire Emergency Plan………………………………page 17
Safety & Security Manual & Test …………………………….see attached
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
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STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
(part I and II)
Date
Dear (Employee’s first name),
Welcome to Sterling Hospitality and the Holiday Inn Express team! I am delighted you
are joining us as a (new employee’s job title). Your role is critical in fulfilling the mission
of our hotel and Sterling Hospitality.
The enclosed information is designed to serve as an introduction to Sterling Hospitality
and as a foundation for assuming your responsibilities in (department name). Information
has been included to serve as reference material as you begin your work with us.
The (department name) is ready to support your transition to Sterling Hospitality. Please
call on any of us to assist you. We are looking forward to a long term relationship and
your success at Sterling Hospitality.
Sincerely,
John Smith
General Manager
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
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STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
An Overview
kVc Development and Sterling Hospitality were formed in the early 1990’s with the sole purpose of developing
and operating limited service lodging facilities. kVc Development’s focus is on development of new facilities,
whereas Sterling Hospitality Management is focused solely on management of properties developed by kVc. The
active principals of kVc and Sterling are Cal Clausen, and Kent Clausen.
Cal Clausen’s primary focus is Sterling Hospitality. Cal oversees the daily operations of the hotels, including
hiring of general managers, establishing employment and operating policies, approving marketing plans and
strategies, monitoring property performance and otherwise being the point of contact for all hotel related activities.
Kent Clausen is engaged in the financial and legal aspects of both kVc and Sterling, including financial statement
preparation and review, budgeting, construction and permanent financing, equity investment, and various legal
matters.
History
Sterling Hospitality Management and kVc Development combine to offer comprehensive
hotel management and development services in the limited service sector of the lodging
industry. The roots of the Sterling and kVc business philosophy stems from Kent and
Cal’s father, Vern, who modeled the “hands on” approach that is carried forward today.
“Our father, was very people-oriented, exhibiting sincere compassion for his employees and
guests. Today, both Sterling and KVC continue to emulate this philosophy.”
Kent Clausen
The Clausens first entered the lodging industry in 1977 with the construction of Montana’s
first Super 8 Motel in Missoula. Over the next twelve years, properties were developed and
operated in Kalispell, Wenatchee, Spokane, Salt Lake City, Albuquerque, Las Vegas and
Nogales, AZ. In fact, their Super 8 Motel in Las Vegas is the largest in the world.
The eleven properties currently operated by Sterling Hospitality are comprised of 1,200 guest
rooms, 300 employees and have annual revenues of approximately $18,000,000.
Franchise affiliations include Holiday Inn Express, Hampton Inn, Hilton Garden Inn
and Quality Inn.
“...through uncompromised ethics and values, both Sterling and KVC will be respected
corporate citizens. We will strive to always contribute positively to our employees and to
the communities in which we operate...”
Cal Clausen
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
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STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
Our Mission
Our philosophy is simple; success results from successful relationships. Quality relationships with
employees, investors, and vendors equate to quality relationships with our guests. Our employees
are challenged to cultivate their entrepreneurial spirit with the goal of having all employees feel a
sense of ownership. Ultimate guest satisfaction occurs only if our employees feel valued, empowered,
and accountable. This philosophy drives our short but timeless Mission Statement, which is simply
“Impress Guests”
Values We Believe In
Positively Outrageous Service for our customers
Creative approaches to continuous improvement
A positive, caring environment for our guests, staff and families
Pride in the quality of our work
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
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STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
Company Organizational Chart
Cal Clausen
Kent Clausen
Owners
Jody Sander
Director of Operations
Lisa Clausen
Sales Coordinator
Katie Schafer
General Manager
Holiday Inn Express
Henderson, NV
Jeff Fiman
General Manager
Quality Inn Valley Suites
Spokane, WA
Danielle Callendar
General Manager
Hampton Inn & Suites
Henderson, NV
Lori Cook
General Manager
Holiday Inn Express –
Downtown Spokane
Spokane, WA
Brian Larsen
General Manager
Holiday InnExpress
Layton, UT
Julie Cohen
General Manager
Holiday Inn Express
Spokane, Valley, WA
Kerrie King
General Manager
Hampton Inn
Layton, UT
Seth Huggins
General Manager
Holiday Inn Express
Wenatchee, WA
Blake Citte
General Manager
Hilton Garden Inn
Henderson, NV
Jennifer Peat
General Manager
Holiday Inn Express
Coeur d’Alene, ID
Charlotte Mayo
General Manager
Springhill Suites
Wenatchee, WA
Brandon Peterson
General Manager
Holiday Inn Express
Kalispell, MT
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
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STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
STERLING PROPERTIES
Holiday Inn Express Downtown Spokane, WA
Holiday Inn Express Spokane Valley, WA
Holiday Inn Express Layton, UT
Hampton Inn Henderson, NV
Holiday Inn Express Wenatchee, WA
Quality Inn Valley Suites Spokane, WA
Hampton Inn Layton, UT
Holiday Inn Express Henderson , NV
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
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STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
Company Development
Sterling Hospitality Management strives to promote within as often as possible. If there are upcoming projects in
the works, there may be opportunities to transfer. If you are interested, ask your General Manager for more
information.
Management Training Program
This program is available to all employees who are interested in making a career with Sterling Hospitality
Management. You must send a letter of intent as to why you would be a good candidate to your General Manager.
Employees accepted into the program must be in good standing with their General Manager, must be self
motivated and exhibit leadership qualities.
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
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STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
EMPLOYEE EXPECTATIONS
Attendance/Appearance
Employees are expected to arrive at work on time, well groomed, in uniform and you must wear your
nametag at all times.
To really IMPRESS someone you must exceed their normal expectations. That is our objective so we
give you the latitude to do WHATEVER it TAKES to exceed the expectations of every guests.
Front Desk




Our Mission Statement is to Impress Guests so our expectation is to have 100% guest satisfaction and
going above and beyond the ordinary such as: making an ill guest chicken soup and crackers, etc.
Greet guests with a smile and be helpful and informative with their requests
90% - 100% on reservation test calls consistently
Follow Sterling Hospitality guidelines and the Sterling Initiatives
Housekeeping






Our Mission Statement is to Impress Guests so our expectation is to have 100% guest satisfaction such
as going above and beyond by providing an ice chest filled with ice to chill their soda, etc…….
Greet guests with a smile and be helpful and informative with their requests
Clean rooms with the Sterling expectations of a high standard of cleanliness
It is the responsibility of all room attendants to work safely
Must work well with co-workers, get along and have a positive attitude
Must be flexible to work on-call
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
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STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
Maintenance




Our Mission Statement is to Impress Guests so our expectation is to have 100% guest satisfaction such
as: going above and beyond by scraping guests’ car windows of ice and snow in the winter, or carrying
guests’ luggage to their room
Greet guests with a smile and be helpful and informative with their requests
Repair guest room deficiencies in a timely manner (policy is a 15 minute response time)
Keep Maintenance Department clean and organized
Breakfast Bar
 Our Mission Statement is to Impress Guests so our expectation is to have 100% guest satisfaction such
as: going above and beyond by paying attention to special dietary needs, or putting a birthday candle in
a muffin to celebrate a guests’ birthday.
 Greet guests with a smile, engage in conversation to get to know our guests, be helpful and informative.
 Know our regulars and prospect for new business
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
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STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
SNAPSHOT CALENDAR
PAYDAYS
The work week is Sunday through Saturday. Overtime is paid after you have worked 40
hours in this work week. The 1st-15th work days are paid on the 22nd of the month and the
16th -31st work days are paid on the 7th of the month. If the 7th or 22nd falls on a Saturday or
Sunday the payday will be the Friday prior.
PAID HOLIDAYS
Holiday pay is paid to those individuals who work on the Holiday
New Year’s Day
Easter
Memorial Day
Fourth of July
Labor Day
Thanksgiving
Christmas Day
VACATION PAY
Vacation is accrued on an annual basis. After your first year of employment you have
earned one week’s time off. The time off paid will be an average of the number of hours
you worked each week in your previous year. If you quit or are terminated in your first
year, you are not eligible for your vacation pay.
SICK DAYS
Sick days are not paid
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
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STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
IMPORTANT PHONE NUMBERS
Office Manager: Julie Brown
Sterling Hospitality Office
509-928-6848
Accountants: Calvin Kovash, Don Lilly & Scott Miller
Cal Clausen, Owner
509-879-0624
Jody Sander, Director of Operations
509-868-9923
General Manager___________________________
Phone____________________
Front Office Manager__________________________
Phone_____________________
Director of Housekeeping_________________________
Phone_____________________
Maintenance__________________________________
Phone_____________________
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
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STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
Sterling Hospitality Manager/Buddy Orientation Check List
Employee Name
Supervisor &
Buddy Name
Offer Acceptance
Date
Start Date
Pre-Employment Stage Comments /Date
initials
Order work supplies, uniforms,
nametags and equipment to ensure
everything is available to the new
employee.
Print the new employee Welcome
Letter to be signed by the General
Manager
Welcome announcement drafted
to inform department and/or
others of the new employee’s
arrival
Make temporary business cards, if
applicable
Assign an Orientation Buddy to
the new employee
Add new employee to PMS
system, phone lists, set up
passwords/keys to access all
needed areas.
Make sure all employee new hire
paperwork is completed and
faxed/mailed to Sterling
Hospitality office. (509-928-6860
fax)
Notify employee of assigned
parking area
Employment: Day
One
Comments / Date
initials
Welcome and greet the employee
Give the new employee the New
Employee Orientation Manual and
tell the employee you will go over
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
13
STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
the material in the notebook
during the first week.
Initiate a meet and greet with coworkers
Introduce to “Buddy”
Take new employee on a tour of
hotel, following checklist to
ensure all departments are visited
Review first week of schedule
Take new employee to lunch
Review and finalize employee hire
paperwork, if applicable
Take employee picture and fill out
questionnaire of likes, etc
Discuss the day, comfort level,
plans for day two
Employment: Day 214
Comments / Date
initials
Explain Employee Orientation
Manual - Overview of company,
history, culture, mission statement
and values.
Review job description and
employee expectations
Begin training on specific skills
and duties for job hired
Explain Employee Orientation
Manual – company development,
snapshot calendar, organizational
chart and important phone
numbers.
Review Emergency procedures &
safe work habits – must be
completed by Day 3
Review all policies and
procedures to ensure employee
understands completely
Explain benefit programs:
Helping Hands, medical & dental
insurance plan, discount hotel
room benefits.
Review rewards and incentives
available
Cross train in other departments,
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
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STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
if applicable
Review Evaluation process &
forms
Continue specific skill training &
duties for job
Review guest satisfaction scoring
system
Supervisor Signature:________________________ Date:____________
Buddy Signature:___________________________ Date:____________
Employee Signature:_________________________ Date:____________
GM Signature:______________________________ Date:____________
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
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STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
Sterling Hospitality New Employee Check List
Employee Name
Supervisor &
Buddy Name
Offer Acceptance
Date
Start Date
Required Forms
Completion Date
initials
Completion Date
initials
New hire paperwork:
Application
W-4
I-9 with copies of 2 pieces of
identification
Job description
Harassment Policy
Employee Handbook
acknowledgment
Helping Hands program
Return to Work Policy
Security Issues
Drug & Alcohol Abuse Policy
Employee Information
Questionnaire
Employee Photo
Insurance Offer/Denial form due
at 6 months
Review of Evaluation process &
forms
Orientation Program
Sterling Hospitality Overview &
History
Company Mission Statement and
Values
Snapshot Calendar – paydays,
holidays, etc
Sterling organizational chart
Employee expectations
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
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STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
Important phone numbers
Company Development/Manager
Training
Emergency procedures
Safety & Security at the
workplace/test
Job skills/duties
Completion Date
initials
Completion Date
initials
Learn job responsibilities
Learn your performance
expectations
Understand your department’s
structure
I have been taught how to use all
equipment in my department
Learn more about
your Employer and
hospitality
- optional Visit www.impressguest.com
Visit your hotels brand website
and see what your guests are
viewing
Visit your brand information site
to learn more about the brand as
a whole
Read books about customer
service, leadership, management
styles, teamwork Example:
Good to Great, Give Em’the
Pickle or Positively Outrageous
Service
Ask to attend a chamber or
networking event with the Sales
staff or General Manager
Go on sales calls with Sales staff
or General Manager
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
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STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
Supervisor Signature:________________________ Date:____________
Buddy Signature:___________________________ Date:____________
Employee Signature:_________________________ Date:____________
GM Signature:______________________________ Date:____________
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
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STERLING
HOSPITALITY MANAGEMENT COMPANY
“Developers, Owners, and Operators of Quality Lodging Facilities
NEW HIRE HOTEL TOUR

Kitchen

Boardroom/Meeting room

Business center

Restroom/vending 1st floor

Maintenance

Laundry

Side entrance and end entrance (show stairwells)

Phone room

Vending

Guest laundry

2nd floor housekeeping

3rd floor housekeeping

Storage rooms on each floor

4th floor housekeeping

Boiler room

location of all electric panels

All room types

Pool/Fitness rooms

Break Areas/Designated Smoking area

Dumpster

Managers/Sales offices

Fire Panel

Gas Shutoff

Water Shutoff

Guest entry/exit and Employee entry/exit
King
Queen/Queen
Suite
ADA
Employee Signature________________________________
Supervisor Signature________________________________
8923 E Mission Rd #135 SPOKANE, WA 99212 509 928-6848 FAX: 509 928-6860
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