1. RAMADA Loughborough HOTEL Working experience in Loughborough Ilyasova Vladlena

2. 2 Company History Originally, known as the Kings Head, Originally, known as the Kings Head, the hotel was owned by the Jarvis the hotel was owned by the Jarvis Hotel Group Hotel Group In July 2005 the hotel was bought In July 2005 the hotel was bought over BV Hotels, who now own it under over BV Hotels, who now own it under a license from Ramada International Hotels and Resorts a license from Ramada International Hotels and Resorts Two directors of the hotel: Major Barlow and Mr Varma Two directors of the hotel: Major Barlow and Mr Varma Since July 2005 they have invested £750,000 into the company Since July 2005 they have invested £750,000 into the company The hotel is a Ramada Franchise, which means that there are certain standards the hotel need to adhere to in order to keep the Ramada name The hotel is a Ramada Franchise, which means that there are certain standards the hotel need to adhere to in order to keep the Ramada name

3. 3 Facilities 78 en suite bedrooms: All rooms are en-suite with 78 en suite bedrooms: All rooms are en-suite with central heating, Shaver points, Colour TV, Direct Dial central heating, Shaver points, Colour TV, Direct Dial Telephone, Modem socket and Hospitality tray, In Telephone, Modem socket and Hospitality tray, In house movies, Hair dryer and 24 Hour Room service house movies, Hair dryer and 24 Hour Room service Executive rooms and Non smoking rooms are available Executive rooms and Non smoking rooms are available on request on request Lift to all floors Lift to all floors 5 Conference suites for meetings of 2 to 150 people 5 Conference suites for meetings of 2 to 150 people Private dining facilities for 8 to 90 people Private dining facilities for 8 to 90 people Additional syndicate rooms Additional syndicate rooms Newly refurbished Lounge bar serving hot and cold refreshments and cold food 24 hours in a contemporary style, with Sky television and free WI-FI access Newly refurbished Lounge bar serving hot and cold refreshments and cold food 24 hours in a contemporary style, with Sky television and free WI-FI access The Courtyard Restaurant offering a full a la carte and a table d'hote menu The Courtyard Restaurant offering a full a la carte and a table d'hote menu Ample free secured parking Ample free secured parking Disabled access to rooms and all facilities Disabled access to rooms and all facilities Full English buffet style breakfast served Full English buffet style breakfast served Fax and photocopy services available from reception Fax and photocopy services available from reception

4. 4 Working areas Restaurant – breakfast, lunch, dinner Restaurant – breakfast, lunch, dinner Bar – from 11.30am till 3pm and from 3pm till the end Bar – from 11.30am till 3pm and from 3pm till the end Reception – reservations, check- in, check-out Reception – reservations, check- in, check-out Meeting rooms – conferences, wedding anniversaries, business meetings, celebrations Meeting rooms – conferences, wedding anniversaries, business meetings, celebrations Room service Room service

5. 5 So…What you can do, if you are making your working experience in the Ramada Hotel…

6. 6 Restaurant – breakfast Guests must be greeted at the door within Guests must be greeted at the door within 60 seconds 60 seconds You have to ask guests room numbers and offer You have to ask guests room numbers and offer them a table them a table Tables must be set with cup, saucer, liner, as Tables must be set with cup, saucer, liner, as well as knife, fork, desert spoon and teaspoon; well as knife, fork, desert spoon and teaspoon; appropriate condiments must be provided appropriate condiments must be provided You have to approach the guest within 3 minutes You have to approach the guest within 3 minutes of he is being seated to offer tea or coffee and to explain breakfast service (there is a buffet with continental cold breakfast and traditional English breakfast) of he is being seated to offer tea or coffee and to explain breakfast service (there is a buffet with continental cold breakfast and traditional English breakfast) You have to check with each guest at least once during breakfast to see if any additional help is needed You have to check with each guest at least once during breakfast to see if any additional help is needed Upon departure, you must thank the guest for the visit and follow with the appropriate farewell (Have a nice day) Upon departure, you must thank the guest for the visit and follow with the appropriate farewell (Have a nice day) Once the guest leaves, the table must be cleaned and re-set Once the guest leaves, the table must be cleaned and re-set Ramada Hotel Standards:

7. 7 Restaurant – dinner You have to ensure restaurant and everything what is You have to ensure restaurant and everything what is needed is ready for service 5 minutes before opening needed is ready for service 5 minutes before opening time time All tables must be set with silverware, glasses, All tables must be set with silverware, glasses, cloth napkin and condiments cloth napkin and condiments You have to greet the guest at the door within You have to greet the guest at the door within 60 seconds, ask their room number, assist to table 60 seconds, ask their room number, assist to table and give menu and give menu After one minute you have to ask guest if they After one minute you have to ask guest if they would like something to drink, if not, you have to offer a chill water would like something to drink, if not, you have to offer a chill water After providing guest with drinks, you have to take order, then bring butter and offer hot bread rolls After providing guest with drinks, you have to take order, then bring butter and offer hot bread rolls While guests are having their meals, you have to check if everything is all right, if not, you have to solve the problem While guests are having their meals, you have to check if everything is all right, if not, you have to solve the problem You have to refresh/offer additional drinks throughout the meal You have to refresh/offer additional drinks throughout the meal Guest must be thanked when leaving the restaurant Guest must be thanked when leaving the restaurant Table must be re-set within 5 minutes of guest leaving Table must be re-set within 5 minutes of guest leaving Ramada Hotel Standards:

8. 8 Room service If you are the one, who is doing the room service you have to prepare clean trays with cloth napkin, sauces, salt and pepper on it If you are the one, who is doing the room service you have to prepare clean trays with cloth napkin, sauces, salt and pepper on it You have to prepare drinks (if they ordered), all drinks must be covered with the paper cap You have to prepare drinks (if they ordered), all drinks must be covered with the paper cap You have to cover all food: main dishes-by stainless steel, side dishes-by domes or foil You have to cover all food: main dishes-by stainless steel, side dishes-by domes or foil You have to place appropriate silverware and condiments You have to place appropriate silverware and condiments You have to put order through the till You have to put order through the till and take the meal check for signature and take the meal check for signature When you are delivering food you When you are delivering food you have to knock the door and announce have to knock the door and announce room service room service You have to put tray where guest show You have to put tray where guest show you and ask to sign the meal check you and ask to sign the meal check

9. 9 Lounge Bar You have to start with You have to start with the opening procedures the opening procedures You have to ask chef what are daily You have to ask chef what are daily specials and any out of stock items specials and any out of stock items You have to complete a requisition and ask Duty Manager to issue the goods from the cellar You have to complete a requisition and ask Duty Manager to issue the goods from the cellar You have to greet the guest, when he is entering the bar area You have to greet the guest, when he is entering the bar area You have to take the order promptly You have to take the order promptly Make and serve drinks, if food is ordered put appropriate catering on the table (plus sauces, salt and pepper) Make and serve drinks, if food is ordered put appropriate catering on the table (plus sauces, salt and pepper) For room charges, you have to check the room number on registration card and for signature on the bill For room charges, you have to check the room number on registration card and for signature on the bill You have to clean empty glasses from the tables and ask guest if they need something else or not You have to clean empty glasses from the tables and ask guest if they need something else or not You have to thank guest when they leave the bar You have to thank guest when they leave the bar

10. 10 Reception Answer phone calls Answer phone calls Make reservations, that are coming on-line and from the phone calls Make reservations, that are coming on-line and from the phone calls Work in the Guestline system (make reservations, check-in guests, check- out guest, allocate to rooms, print prediction papers and registrations cards, make keys for the rooms etc.) Work in the Guestline system (make reservations, check-in guests, check- out guest, allocate to rooms, print prediction papers and registrations cards, make keys for the rooms etc.) Cancel pre-authorizations, make sure everything balances in the till and in safe, send invoices to the companies, answer emails etc. Cancel pre-authorizations, make sure everything balances in the till and in safe, send invoices to the companies, answer emails etc.

11. 11 Reception – check-in You have to greet guest immediately with reference to the Ramada You have to greet guest immediately with reference to the Ramada You have to print registration card You have to print registration card Ask the guest to fulfill the details Ask the guest to fulfill the details Make pre-authorization with guests credit or debit card Make pre-authorization with guests credit or debit card Then offer express check-out, explaining the process Then offer express check-out, explaining the process Offer a luggage assistance and give directions to point of interest in the hotel (bar, restaurant), explaining service that are providing You have to secure method of payment via credit card and verify authorization for holding of the room Offer a luggage assistance and give directions to point of interest in the hotel (bar, restaurant), explaining service that are providing You have to secure method of payment via credit card and verify authorization for holding of the room You have to explain the guest how to use door key and give instruction how to get to their room You have to explain the guest how to use door key and give instruction how to get to their room You have to conclude check-in with the appropriate gesture, i.e. enjoy your stay at the Ramada Loughborough Hotel You have to conclude check-in with the appropriate gesture, i.e. enjoy your stay at the Ramada Loughborough Hotel Check-in guest in the Guestline system Check-in guest in the Guestline system

12. 12 Reception – check-out You have to offer express check-out to all guest paying with a credit card You have to offer express check-out to all guest paying with a credit card You have to allowed guest to review all folio charges to see if they are correct You have to allowed guest to review all folio charges to see if they are correct You have to be familiar with folio entries and must be able to answer questions and know how to research You have to be familiar with folio entries and must be able to answer questions and know how to research Take payment from guests credit or debit card Take payment from guests credit or debit card You have to provide to the guest the copy of invoice and offer a comment card You have to provide to the guest the copy of invoice and offer a comment card You have to inform guest of transportation and travel options You have to inform guest of transportation and travel options Then you have to thank guest with reference to the branch Thank you for choosing the Ramada Loughborough Hotel Then you have to thank guest with reference to the branch Thank you for choosing the Ramada Loughborough Hotel Check-out guest from the Guestline system Check-out guest from the Guestline system If necessary cancel pre-authorization If necessary cancel pre-authorization

13. 13 Meeting rooms Prepare meeting room for the meeting Prepare meeting room for the meeting Bring tea/coffee to the meting room Bring tea/coffee to the meting room during the meetings during the meetings Bring food to the meeting room during Bring food to the meeting room during the meetings the meetings If celebration or anniversaries are If celebration or anniversaries are taking taking place in the meeting rooms, you have to place in the meeting rooms, you have to make sure guest are provided with drinks and make sure guest are provided with drinks and food and clear tables food and clear tables Clear everything after the meeting Clear everything after the meeting

14. 14 Thank you for your attention!