Presentation on theme: "Hampton Inn Waterbury Front Desk Employee Success Book"— Presentation transcript:
1Hampton Inn Waterbury Front Desk Employee Success Book Welcome to the HP Hotel Family!
2IMPROVE TO SUCCEED “To improve is to change, to succeed is to change often.”- - -Churchhill
3Front 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”
4Property Information In this section you will find: Hotel location Number of roomsRoom typesAmenities we offerFAQs by Guests
5Hotel Information Located Exit 17 off I-84 W and exit 18 off I-84 E 91 rooms on 4 floors.All smoking rooms are on 4th FloorRoom 112 is the only handicap with Roll-in shower
6Amenities Complimentary deluxe hot breakfast Complimentary high speed internet accessIndoor heated pool &exercise roomMicrowave/Refrigerator in all roomsBusiness center & meeting roomIn-room coffee makers( single servers)Blow dryersIron and Ironing boardsHBO movie channel/ in-room pay per view movies, games and musicComplimentary Self-Service Guest Laundry on 2nd floor
7Front 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
8Physical Property Information Room Types# Of RoomsRoom DescriptionsStandard Kings27Guest Room with one King Bed, an armchair and Large Desk with Ergonomic Chair.Standard Double Queens48Guest Room with two Queen Beds, arm chair, and Large Desk with Ergonomic Chair.Whirlpool Rooms7Guest Room with one King Bed or queen beds, Whirlpool tub, Refrigerator, Microwave. The room also features a Large Desk with Ergonomic Chair.Study8Guest 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 Space575 sq feet.Available for 2-45 people based on requested set-up.All smoking rooms are on the 4th floor. RoomsRoom 112 is the only handicap room with a roll in showerSpecial note room 209 is above furnace and tends to disturb some guest rent last!!
9More Property Information Hotel Features and Amenities:FREE wireless high speedFREE Breakfast Bar with new hot items available 6am to 10 am daily.24 Hour Business Center with Computer, High Speed Internet Access, Copier, and Fax24 Hour Fitness CenterSparkling heated indoor pool – open 8am to 10 pm dailyComplimentary USA TodayHandicap Accessible Guest RoomsFree On-Site 24 hour Guest LaundryValet Same Day Dry Cleaning ServiceFree coffee & tea service 24 hours
10Common 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?
11Common 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.
12Common Questions Business Center Q: Computer screen is not working:A: Fix it by, going to menu screen, scroll to “recall” and click “ok”.
131st Shift Tips In this section you will find: Check outs How to say Good byeThings to do when it is slow
14Front 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!
15Good ByeCheck 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!”
161st 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.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 mailingsResearch possible sales leads on line through Google or other search engines.
172nd Shift Tips In this section you will find: Check in’s The Art of welcomingThings to do when it’s slowTracking list
18Front Desk Duty Tip Check In…… 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.
19Hello Most Important: “Thank you for staying with us!” 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!”
202nd 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.Leave space to write in more suggestions
213rd Shift Tips In this section you will find: Night audit detailed checklistM3 directionsMisc. section account codesThings to do when it is slow
22M3 Nightly Reporting Step One. Step Two. Step Three. Step Four. 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 managementStep Two.Review management reports you just filled out.The reports you may need to reference are:Detailed receivables recapAged receivables summary by account numberPTD/YTD accountingPTD/YTD managementMarket category StatisticsAlso printFuture rooms sold for 7 days (7day forecast)Step Three.Sign in to M3. Get online, there is a link under favorites that says M3 ApplicationOr type in URL https://login.m3as.comLog inID: _____________________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.
23M3 View: Detailed Directions This is what the page looks like.Click on Daily reportThen InputBe sure you are on the correct date.Click on Edit.Enter the numbers from your managers report.Click on Calculate.If “You Rule” Click rollover.
24Rolling 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.
25M3 Notes and Tips Key Words Make sure your deposit information is in correctly.Key WordsRoom 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 SummaryCity Ledger (Current) – Closing Balance from Accounts ReceivableRooms Rented – Total Revenue Rooms7 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.
29Running EDC Step 1 Log onto Front Desk System Step 2 Click on Other functions and then EDCStep 3get 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 4Once all transactions have approval click on transmit. Putt report in the audit pack.
30Night 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 outEach shift checklistRegistration cards for checked out guestPutting the Pack in OrderDaily ReportEDCReg. CardsChecklistRevenue BoardDon’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.
313rd 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 groupsFold laundryClean lobby area
32Our Town Highlights In this section you will find: Local attractions Requested locationsThings to doDirections to most popular restaurants
33We are close to the important stuff. Closest PharmacyCVS Pharmacy—24 hrs- Right out of lot at 3rd light CVS is on your right.Closest Post Office84 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 DonutsRight out of Lot, Left at 7th light on to Thomaston. Dunkin Donuts on your Left .Closest fast foodMcDonalds, Wendy's, Subway, KFC, Burger King-Right out of Lot at 7th light turn left onto Thomaston. Or right for KFCClosest Bank/ATMBank 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 StationHess and Shell.-Right out of parking lot. 7 lights down on your left.Closest Car WashShell Gas Station- Right out of parking lot. 7 lights down on your left.Closest Grocery StoreStop & Shop.-Left out of lot, Right at Stop Sign, Right at first light (Straits Take). Stop & Shop is on your right at 2nd light.
34Things To Do in Our Area Closest Mall Brass Mill Center. (Macys, JC Penney, Sears, FYE, H&M,84 East Exit 23. Right off Exit.MuseumMattituck museum -www.mattatuckmuseum.org -144 West Main Street, Waterbury, CT Tel. (203)-Right out of lot straight into Down Town Waterbury on West main Street. At the green nest to YMCA is Mattituck MuseumTimex Museum-www.timexpo.com-175 Union Street, Brass Mill Commons Mall, Waterbury, CT 0670684 East Exit 23, Right off Exit, Left at next Light. Two lights down Time Expo Museum.Local attractionQuassy amusement Park / Lake Compounce amusement park
35Our 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.SpartanGreek and Italian-Left out of Lot. Spartan is on your rightMaggie McFly’sAll American.-Left out of Lot. Right at Stop sign. Left at first Light. Maggies is on your right at next light.Fridays / Chilli’sAll American Grill-84 E exit 23. right off exit. Left at next light. Fridays Chilli’s on your right.Olive Garden / Ruby Tuesday / BertuccisItalian-84 E exit 23, right at exit, left at next light. Olive Garden in the Mall on your right.
36Family 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 rightClosest 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 parkHamilton Park East Main Street, Waterbury, ConnecticutLantern Park-- 99 Lantern Park Dr, Naugatuck, CT , USHop Brook Park-- 4 Straits Turnpike Middlebury, CT O6762
37Every Day Selling at the Front Desk In this section you will find:Checking in and value sellingReservations and value sellingUnderstanding Value
38Understanding ValueValue 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.
39Front 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/ ect.Ask if you can book the room for them.Thank them for choosing us before you hang up the phone!
40Denials 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.
41Your role in the Sales Effort In this section you will find:Your role in salesOur hotel sales policiesGroup informationMeeting room informationProperty tours
42“People do business with people they Key AreasBuild 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 theyknow, like and trust.”
43Front Desk Tip: Common Acronyms. ADR- Average Daly RateRev- Revenue OCC- OccupancyRevPar- Revenue per Available RoomLNR- Local Negotiated RateYTD- Year to date MTD- Month To datePTD- Period to date
44Sales Role Carry on casual conversation w/ guests. 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!
45Property Tours Important 10-15 minutes DO’sHotel clean/pristine!Pre-select rooms,inspect, set lighting.Communicate to all departmentsPre-brief Front Desk on arrival time/nameVerify appt day beforeSend thank you samedayAsk Prospect what is most important to them.DON’TSKeep 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 staffComplainLeave out work materialsForget uniform & name tagForget to be on your best – it’s show time!
46Meeting RoomIt 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.
47Conference room policy 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 within6 days prior to arrival, charge 10% of estimated charges5 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% fee2 days prior to arrival, charge 40% fee1 day prior to arrival, charge 50% feeNo show or arrival date cancellation, charge 100% feeConference room guests are asked to please restrict activities in the meeting room. The lobby and other public areas are for registered guests.
48Group PoliciesGroups 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 $ refundable deposit per every 10 rooms.Each policy is listed on contract based on relevance.
49Group RatesAll groups must be booked through the sales office. Group rates are based onnumber of roomsRoom types requestedNumber of nightsRequested time periodThese items can all be discussed with the sales department.
50More “Yes I can Attitude” 3. Turn your dreams into goals.The Just Do It Principle4. 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.
51Understanding our Comp-set In this section you will find:Comp set informationUs vs. ThemSTAR reportsCall around
52Us Vs. ThemWho 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
53Competitors Us 91 199 111 284 197 124 YES NO Amenities Courtyard MarriottHoliday Inn ExpressHoliday InnCrown PlazaHampton Inn MeridenNumber of rooms91199111284197124Pool and Fitness roomYESFitnessRestaurantNOFree NewspaperFree Local CallsComp. BreakfastWireless internetOnly in the lobby
54Courtyard MarriottThis 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
55Hampton Inn Meriden 3 time Lighthouse award winners 3 time Lighthouse award winnersCloud Nine. The Hampton bed experience. 100%Hampton GuaranteeOn the House™ hot breakfastComplimentary high-speed Internet accessHampton also offers a 24 hour front desk, message and fax service.
56Holiday Inn 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.
57Holiday Inn ExpressOffer a business center with two terminals with free internet access and printingBusiness-class rooms or spacious guest rooms, all rooms have both wired and wireless internet access.
58Crown Plaza Southbury 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.
59Call Arounds You make these calls each shift and it is important to know why. Basic Information:Rate: are they higher or lower then us?Occupancy: Higher or lower?Ask for over flow if available.Offer over flow if available.Advanced information you should be looking for: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.Dramatic changes in rate may indicate an event we do not know about, bring this to managements attention.
60CORPORATE NEGOTIATED ACCOUNTS List of accounts/rateshow to give info to guest when request a corp. rateHow to treat a corp. clientTracking
61Our LNR’s It is important you know who they are 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 currentCompany NameRateBentley Systems$89.00Chase Collegiate$99.00Crompton$79.00David Brown book companyEnvipco$95.00General ElectricGunneryHome Depot$ 89.00GarkenyonHershey'sIBMMacdermidMaiuri ElectricMikronNaugatuck Valeey Community CollegeNew England SystemsNRF Dist IncPlastic Supplies$105.00Company NameRatePost University$ 95.00Rainbow$109.00SPI Dist$95.00State Garden$105.00STCR Business System$89.00Taft school$99.00Ward LeonardWaterbury HospitalWestover SchoolWhyco FishingWorley ParsonsJ. Fletcher Creamer and Sons$89-$99Platt Bros.
62Why 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.
63Company 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 attendPlease no more generic information such asVisiting familyAAANight 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 puttingReferred by ……….
64Market 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 right hand side you choose the tracking code.Choose the best tracking code that relates to their visit.On the left side you choose the market category.B for a business related trip orL for a leisure related trip.And the best Market Category that fits the reason fro their visit.
65Guest Service Example: Brand Loyalty plan The art of the apology How to say no with out saying noGuest service tools available to you.
66What keeps our guests coming back? #1 Can do attitude of staffStaff appear to enjoy their jobsHelpfulness of front desk staffHelpfulness of housekeeping staffProfessional appearance of staffCleanliness of guestroom and bathroomSense of safety and securityComfort of bedding & linens.Efficiency of checkout process.
67Guest LoyaltyThe 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.
68100% HamptonThe 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.
69HHonors (pronounced Honors) Approximately 80% of our clientele are Honors members. Of the 80% the majority are gold and Diamond membersWhat 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 guestGold stays with Hilton very oftenDiamond which means they stay with Hilton more then they stay at home.
70SALT SCORES Satisfaction And Loyalty Tracker What are they? Guest surveys 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.
71Front 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.If the guest brings a negative situation to your attention, you need to apologize, even if they are not upset.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.Do your best to correct the situation immediately.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.Put a sorry note in roomCall to be sure problem has been correctedIf necessary give the guest a sorry amenity.
72One Possible Positive Solution 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.ChallengeOne Possible Positive SolutionGuest 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?"
73Not 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.Where to find housekeeping productsCommon maintenance issues you can fix easily
74I do not work in that department but the guest needs….. Housekeeping Item neededLocationLinen Laundry roomExtra pillows In room closet or drawer/ laundry roomAir Freshener In Laundry room and Front DeskAshtrays Employee room cabinetsLaundry bags Front Desk and room closetsTrash bags FD, Laundry room,Cleaning suppliesNew Remote Controls FD and maintenance officeMaintenance Item neededLocationLight BulbsFD, maintenance, h-keeping Batteries FD, maintenanceScrew Driver maintenanceLost and Found Housekeeping—accessed only by managers
75How do I fix? Phone lines go down in the whole hotel. 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 GMInternet is down in the whole Hotel.Test this on the back computerIf 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.
76Emergency Policies Snap Shot There is an Emergency binder at the front desk. It will have detailed information on what to do in most emergency situationsEmergency numbersQuick tips
77Emergency Numbers and Contacts Hotel InformationNameHampton Inn Waterbury AddressPhone NumberStreet Address777 Chase ParkwayCity, State, Zip Waterbury CT 06708General ManagerMonica Morgan Home PhoneCell PhoneArea Director Samantha MarkeyHP HOTELS Emergency NumbersPhone or Fax Local Emergency NumbersALL EMERGENCY911FIRE DEPARTMENT 911/POLICE DEPARTMENT/ LOCAL HOSPITALLOCAL CLINICSUICIDE PREVENTIONELECTRIC COMPANYGAS COMPANYWATER COMPANYPOISON CONTROLELEVATOR COMPANYTELEPHONE - LOCALTELEPHONE / SWITCHBOARDEMERGENCY CLEANING SERVICECABLE COMPANY/ LODGNET
78Reporting Guest Accidents/Incident 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.
79Do Not Silence the alarm until you know everything is Okay. Fire Alarm PanelIf 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.
80Front Desk Resources In this section you will find: HP-Website info List of websites that will help you dailyBrand websites and other resourcesList on tools on property available to you.Helpful tips
81Your resources and tools Help Line for Internet Support QuestionsHelp line for brand support questions
82Web 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.To make reservations and access our website.Brand information and updatesTown info including weather, events and news.Find directions to or from a location for a guest.Great for searching companies, events, pictures, directionsUse your comp set websites tooStay up on their rates, amenities and availability.
83More 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 cardsHotel Directory