Transcript New Employee Orientation

Comfort Inn & Suites
Meriden
Front Desk Employee
Success Book
Welcome to the HP Hotel
Family!
IMPROVE TO SUCCEED
“To improve is to
change, to succeed is
to change often.”
- - -Churchhill
Front Desk Duty Tip
Phone etiquette
SMILE guest can tell and always answer in
three rings or less. With: THANK YOU for
calling the Hampton Inn Waterbury this is
name, how may I help you. And end the
conversation with: “My pleasure to
transfer you” or “ is there any thing else I
can do to assist you today”
Property
Information
Know your hotel!
In this section you will find:
 Number of rooms
 Room types
 Amenities we offer
 Tips
Front Desk Tip:
IS ENTHUSIASM IMPORTANT IN GUEST
CONTACT POSITIONS?
Enthusiasm is one of the most powerful engines of
success.
When you do something, do it with your might. Put
your whole soul into it.
Stamp it with your own personality.
Be active, energetic, be enthusiastic and faithful, and
you will accomplish your objectives.
Nothing great was ever accomplished without
enthusiasm.
------------Ralph Waldo Emerson
Physical Property Information
Room Types
# Of Rooms
Room Descriptions
Standard Kings
Guest Room with one King Bed, an armchair and Large Desk with
Ergonomic Chair.
Standard Double Queens
Guest Room with two Queen Beds, arm chair, and Large Desk with
Ergonomic Chair.
All Guest Rooms and Suites Include:
Microwave, micro-fridge, hairdryer, iron and ironing board, coffee
maker.
Meeting Space
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
500 sq feet.
Available for 2-45 people based on requested set-up.
All rooms are Non-Smoking. There is a fee for smoking in
a room that you must inform the gust about at check in.
More Property Information
Hotel Features and Amenities:
 FREE wireless high speed
 FREE Breakfast Bar with new hot
items available 6am to 10 am daily.
 24 Hour Business Center with
Computer, High Speed Internet
Access, Copier, and Fax
 24 Hour Fitness Center
 Sparkling heated indoor pool – open
8am to 10 pm daily
 Complimentary USA Today
 Handicap Accessible Guest Rooms
 Free On-Site 24 hour Guest
Laundry
 Valet Same Day Dry Cleaning
Service
 Free coffee & tea service 24 hours
Common Guest Room Questions
Cont.
Q: How do I get my internet to work?
A: (if it is not a simple answer) “We offer a 24 hour
help line, I would be glad to call them and
connect them to your room.”
Q: Can you bring me a coffee pot?
A: The coffee maker is a single server. All you
have to do is put one cup of water in the top, put
a coffee tray in and put your cup under the tray.
Can you think of any others?
Common Questions about the
Rooms
Q: How do I 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.
1st Shift Tips
First shift main responsibility is the check out
process. Be sure you offer to make new
reservations and handle any complaints!
In this section you will find:
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Check outs
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How to say Good bye
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Things to do when it is slow
Front Desk Duty Tip
Check Outs
When a guest comes to the desk use this time
to thank them and find out if there where any
issues. We WANT to fix them before the
guest leaves.
FINE is not good!
Good Bye
Check out is our last chance to impress our guest
and get them to come back. Use this time to ask
important questions:
 “Thanks for staying with us, how was your stay?”
 “Is there anything we could have done differently
to improve your stay with us?”
 “Can I book you another reservation?”
 “do you need directions to your next
destination?”
Most Important: “Thank you for staying with us!”
1st Shift To Do’s During Slow Times
In addition to your shift checklist there are many other items that need to be done. As a team player you should always
be doing something to help the guest and your fellow team members. Below is a list of items you should be doing on
first shift when you have time.
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Make direction cards to most commonly
requested destinations such as malls,
restaurants, local companies. These should be
kept in a file box at the desk.
Dust and vacuum back office area.
Help sales office with fax blast projects or
mailings
Research possible sales leads on line through
Google or other search engines.
nd
2
Shift Tips
Second shifts main responsibility is Check in’s.
Time to make a great impression.
SMILE!!!
In this section you will find:

Check in’s
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The Art of welcoming
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Tracking list
Boothe Memorial Park and Museum, listed on the National
Register of Historical Places, showcases an assortment of
architecturally-unique structures.
Front Desk Duty Tip
Check In……
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This should be as fast as possible but still informative.
If it is a new guest to us, give them the lay out of the hotel and let them
know what amenities we offer.
Get payment method and address if we do not have it.
For tracking purposes make sure the company info is correct (if not fix
it)
Verify the number of nights and rate!
Always offer a wake up call!
Also you may want to offer a restaurant or an attraction depending on
the guest.
Hello
Check In is our first chance to impress our guest. Use this
time really go the extra mile:
 In addition to the wake up call be sure to make
suggestions on restaurants and things to do.
 Letting the guest know about breakfast is important but
be sure they know about other amenities as well, such
as off site fitness agreements.
 Never be afraid to inform guest of any complications that
may effect them it will be much better then if they find out
on their own.
Most Important: “Thank you for staying with us!”
2nd
Shift To Do’s During Slow Times
In addition to your shift checklist there are many other items that need to be done. As a team player you should always
be doing something to help the guest and your fellow team members. Below is a list of items you should be doing on
second shift when you have time.
Research possible sales leads on line
through Google or other search engines.
 Look up this weeks movie listings or local
museum events to share with guest.
 Create sorry baskets and cards to have
available at a moments notice.
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rd
3
Shift Tips
Third shifts main responsibility is closing out one day and
starting the next. You will not see the guest to often so it
is important you do your part to serves the guest behind
the scene.
In this section you will find:

Night audit detailed checklist
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M3 directions
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There are concerts at Paradise Green weekly during the spring and summer.
Misc. section account codes
Things to do when it is slow
M3 Nightly Reporting
Step One.
Fill out Managers Daily Report Cover sheet from Clipboard and place managers packet
together. These are the reports listed below and any others requested by management
Step Two.
Review management reports you just filled out.
The reports you may need to reference are:
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-Ledger Summary
-Hotel Statistics (This report must be faxed every night to 1-203-483-9509, staple confirmation page to report)
-Final Transaction Closeout
-Hotel Journal Summary (2 Copies one goes into Night Audit Packet & Night Audit Binder)
-Occupancy Snapshot (The next 7 days) (2 Copies one goes into Night Audit Packet then Night Audit Binder)
-Tax Exempt
-Account Balance Report
*Note: Please highlight the numbers you need to fill in report.
Step Three
Sign in to M3. Get online, there is a link under favorites that says M3 Application
Or type in URL https://login.m3as.com
Log in
ID: _____________________
PSW: ____________________
Step Four.
Put numbers from above listed reports into correct places on the acknowledge screen.
Step Five.
If it does say YOU RULE hit rollover and okay.
If it does not give you the “YOU RULE” Message DO NOT rollover! Re check you numbers, if
you can not get in to say YOU RULE just save it. Leave GM a note to fix ASAP.
M3 View: Detailed Directions
This is what the page
looks like.
1. Click on Daily report
2. Then Input
3. Be sure you are on
the correct date.
4. Click on Edit.
5. Enter the numbers
from your managers
report.
6. Click on Calculate.
7. If “You Rule” Click
rollover.
Rolling Over

When you can not role over:
 Read
the message for a clue to the problem.
 check the large numbers. Be sure the items that total
match your reports. Examples: Credit card totals,
ledger totals and taxes.
 Look for the amount your are out of balance on the
audit reports. Sometimes it is as simple as a missed
line item.
 Then look for typos.
M3 Notes and Tips
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
Make sure your deposit information is in correctly.
Key Words

Room Revenue – Room Charge (RM)
Long Distance Revenue – Phone Long Distance (LD)
State Tax – State Tax (T1)
City/County Tax – Occupancy Tax (T3)
Cash/Checks – Cash (CA)
Paid Out – Guest Refund (GR)
Deposit (Actual) – Same as Cash (CA)
Guest Ledger – Closing Balance from Guest Ledger Summary
City Ledger (Current) – Closing Balance from Accounts Receivable
Rooms Rented – Total Revenue Rooms
7 Day Forecasted Revenue – Total Room Revenue from Occupancy Snapshot Report.
Discover Card – Discover (DS)
American Express – American Express (AMEX)
Mastercard – Mastercard (MC)
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Visa Card – Visa (VI)
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*Note: When keying in the Visa/Mastercard you must hit the little pop up box with…in it and then type the amount for Visa in the first box. In second box verify it’s for
today’s date your closing and the third box type Visa. After entering that info, a second line should come down and you’ll enter same info but for the Mastercard.
After all information is put into the system you just enter 3 times and the box should drop.
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Misc. Cost are put in differently. They must be coded properly. On the next few pages are a list of
acceptable codes. You may have to research in the system what the charge was for.
Codes to uses for Misc. A-E
Expense
Advertising - Rooms
Expense
Credit Card Commissions
Expense
Advertisement - F&B
Expense
Decorations
Expense
Advertising - A&SP
Expense
Decorations - F&B
Expense
A/C and Heating
Expense
Allowances
Expense
Directory Advertising
Expense
Automobile Expense
Expense
Donations
Expense
Bad Debt Expense
Expense
Dues & Subscription
Expense
Banquet Expense
Expense
Dues & Subscriptions - A&SP
Expense
Bar Supplies
Expense
Electric Bulbs
Expense
Building
Expense
Cable Television
Expense
Electric Current
Expense
Carpet Cleaning
Expense
Electrical Equipment
Expense
Carpet Cleaning - F&B
Expense
Elevators
Expense
Cashier (Over) / Short
Expense
Entertainment - Rooms
Expense
Charge Backs
Expense
Entertainment - F&B
Expense
China & Glassware
Expense
Entertainment - A&G
Expense
Cleaning Expense
Expense
Cleaning Expense - F&B
Expense
Entertainment - A&SP
Expense
Complimentary Breakfast
Expense
Equipment Rental
Expense
Contract Labor Services
Expense
Extermination
Codes to uses for Misc. F-P
Expense
Fire Protection
Expense
Floor Covering
Expense
Franchise Fees
Expense
Fruit Baskets
Expense
Fuel - Gas
Expense
Furnishings - Rooms
Expense
Furnishings - Maintenance
Expense
Grounds And Landscaping
Expense
Guest Supplies
Expense
House Laundry
Expense
Ice Machines
Expense
In-Room Coffee
Expense
Insurance - General
Expense
Internal Communications
Expense
Kitchen Equipment
Expense
Kitchen Fuel
Expense
Laundry Equipment
Expense
Laundry Supplies
Expense
Licenses and Taxes
Expense
Linen - Housekeeping
Expense
Linen Expense
Expense
Magazines and Newspaper
Expense
Maintenance Contracts
Expense
Manager's Reception
Expense
Marketing Expense
Expense
Menus - F&B
Expense
Miscellaneous - Rooms
Expense
Miscellaneous - F&B
Expense
Miscellaneous - A&G
Expense
Newspapers
Expense
Office Expense - Rooms
Expense
Office Expense - F&B
Expense
Office Expense - A&G
Expense
Office Expense - A&SP
Expense
Office Expense - Maintenance
Expense
Outdoor Advertising
Expense
Paint and Wall Covering
Expense
Paper Supplies - F&B
Expense
Personnel Expense
Expense
Plumbing
Expense
Pool
Expense
Printing, Postage & Stationary - Rooms
Codes to uses for Misc. P-W
Expense
Printing, Postage & Stationary - A&G
Expense
Telephone - A&G
Expense
Printing, Postage, & Stationary - a&SP
Expense
Telephone - A&SP
Expense
Priority Club
Expense
Televisions
Expense
Professional Fees
Expense
Provision for Doubtful Accounts
Expense
Tools and Supplies
Expense
Refrigeration Equipment
Expense
Training
Expense
Removal of Waste
Expense
Travel - Rooms
Expense
Reservation Expense
Expense
Travel - A&G
Expense
Security Service
Expense
Travel - A&SP
Expense
Sewer Service
Expense
Travel Agent Commission
Expense
Shuttle Service
Expense
Uniforms
Expense
Signs
Expense
Special Promotions - F&B
Expense
Uniforms - F&B
Expense
Special Promotions
Expense
Uniforms - Maintenance
Expense
Supervisory Fees
Expense
Utensils - F&B
Expense
Supervisory Fees - Additional
Expense
Water
Dollars on the Net Directions
Step 1
Log onto internet
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Go to Favorites
Go into Dollars on the Net
Step 2
Log into Account
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Account # ___________________
Enter User Name & Password
Step 3
Select Merchant – Comfort Inn & Suites Stratford
Step 4
Hit Select Business Date then scroll down and hit Close Batch
*Note: After you hit Close Batch, go to Archives, View Transactions. Hit the accurate month and
year then select one of the files with today’s date and to the right of the screen hit Printer
Friendly then Totals Only and print this out twice and file one with audit packet and the other one
into the audit binder. Do the same with the other folder with the same date.
Updating Rev/Occ Reporting
Step 1
Log onto internet


Go to Favorites
Go into Choice Central.com
Step 2
Log onto Choice Central
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
User Name: ____________
Password: _____________
Step 3
Go to Quick Links

Look for Rev/Occ reporting
Step 4
Enter the night’s date
*Note: Total Rooms will always be the same, the total number of rooms.
Step 5
Hit Submitt

Click okay if pop up message appears
Key Words
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Rooms to Rent – Rooms Available to Sell
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Rooms Rented – Total Revenue Rooms
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Guest Room Revenue – Room Charge (RM)
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Other Reportable Revenue – Phone Long Distance (LD)
Night Audit Wrap Up
Create Night Audit Pack
Place all required reports listed below into a document envelope and
write on Night Audit, the Date and Initial it.
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All paper work that you printed out
 Each shift checklist
 1st and 2nd shift and the credit card with reg card batches into
Putting the Pack in Order
 Daily Report
 Final Transaction Closeout
 Hotel Statistics (With fax cover attached)
 Ledger Summary
 Occupancy Snapshot
Revenue Board
Don’t forget to fill in the white board in the back you’ll use the Daily
Audit Report you printed out from M3 make sure you highlight your
numbers and for the PTD Room Revenue don’t forget to add the
misc as well.
3rd Shift To Do’s During Slow Times
In addition to your shift checklist there are many other items that need to be done. As a team player you should always
be doing something to help the guest and your fellow team members. Below is a list of items you should be doing on
third shift when you have time.

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Research possible sales leads on line through
Google or other search engines.
Read announcement section of newspaper and
put together mailings, using sales temples, to
send to possible wedding and sports groups
Fold laundry
Clean lobby area
Our Town
Highlights
If you do not know the area, learn it. It is a vital part of your
position at the front desk. Our guest are from out of town
and need your advise. Treat each guest like an out of
town friend.
We also have sledding in the
winter and leaf peeping and
festivals in the fall.
In this section you will find:
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Local attractions
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Requested locations
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Things to do
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Directions to most popular restaurants
We are close to the important stuff.
Closest Bank/ATM
(name of bank) directions to there go in this
area. Be sure to included times of
operations and phone # if possible
Closest Gas Station
(name of Gas station) directions to there go in
this area. Be sure to included times of
operations and phone # if possible. List
more then one if possible
Closest Car Wash
(name of car wash) directions to there go in this
area. Be sure to included times of
operations and phone # if possible
Closest Grocery Store
(name of Grocery store) directions to there go in
this area. Be sure to included times of
operations and phone # if possible
Closest Pharmacy
(name of Pharmacy) directions to there go in
this area. Be sure to included times of
operations and phone # if possible
Closest Post Office
directions to there go in this area. Be sure
to included times of operations and phone #
if possible
Closest Starbucks
directions to there go in this area. Be sure
to included times of operations and phone #
if possible
Closest Duncan Donuts
directions to there go in this area. Be sure to
included times of operations and phone # if
possible
Closest fast food
(name of fast food) directions to there go in this
area. Be sure to included times of
operations
feel free to list more then one
Things To Do in Our Area
Closest Mall
(name of mall) directions to there go in this area. Be sure to included times of
operations and phone # if possible. Also list website to look of shop listing. List
major department stores here also
Museum
(name of Museum) directions to there go in this area. Be sure to included
times of operations and phone # if possible. List more then one if possible
Local attraction
(name of attraction) directions to there go in this area. Be sure to included
times of operations if available.
Our Preferred Restaurants
You should have a list available for the guest that shows restaurant name, type, number and who
delivers. Also direction cards should be available to all recommended restaurants.
Ponderosa
Type of restaurant Directions and
times of operations
99
Type of restaurant Directions and
times of operations
Royal Restaurant
Type of restaurant Directions and
times of operations
Ruby Tuesday
Type of restaurant Directions and
times of operations
Mary’s
Type of restaurant Directions and
times of operations
Olive Garden
Type of restaurant Directions and
times of operations
Pizza Hut
Type of restaurant Directions and
times of operations
Uncle Joe’s BBQ
Type of restaurant Directions and
times of operations
Ponderosa
Type of restaurant Directions and
times of operations
Family Fun
Closest Movie Theater
(name of movie theater) directions to there go in this area. Be sure to included
times of operations and phone # if possible. Also list website to look of
current listings. Good idea to have this saved to favorites on computer.
Closest family play place (example: Chucky Cheese or Jillian's)
(name of Play Place) directions to there go in this area. Be sure to included
times of operations and phone # if possible. List more then one if possible
Closest Children's play park
(name of park) directions to there go in this area. Be sure to included times of
operations if available.
Every Day
Selling at the
Front Desk
As a desk agent you are a sales person.
In this section you will find:
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Checking in and value selling
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Reservations and value selling
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Understanding Value
Understanding Value
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Value is not only associated with price, but quality
for the price paid, with limited time and stress in
buying and receiving the product.
What items at your hotel represent value to the
guest?
Guests see value through friendly, efficient service
and staff, clean comfortable surroundings, easy to
understand & consistent pricing, ease of booking,
100% satisfaction guarantee, hotel location,
breakfast, and room amenities.
Front Desk Duty Tip
Reservations
Start with Value selling. Before you quote a rate let
them know what we offer. Also before quoting a rate
get: the dates and number of people. Try to up sell
first. Do not offer discounts unless they offer it and
let them know proof of AAA, Gov will be required at
check in. Always get all information including name/
address/ phone number/email ect. Thank them for
choosing us before you hang up the phone!
Your role in the
Sales Effort
Remember that you play a very important role in
sales and with out a strong sales effort the hotel
will not succeed.
In this section you will find:

Your role in sales
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Our hotel sales policies
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Group information
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Meeting room information
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Property tours
Key Areas
Build Relationships w/ guests (everyone)
 Make Outside Sales Calls (Sales/GM)
 Uncover NEW Business (everyone)
 Document Sales Activity (everyone)
Always Remember
“People do business with people they
know, like and trust.”

Sales
Role
Carry on casual conversation w/ guests.
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Promote your hotel and the area.
Find leads. Observe! Listen!
Ask Questions –
?What company are you with?
?What brings you to the area?
?Are there other associates traveling as well?
?Do you use other hotels?
?Would you provide me a business card and a name of
someone in your company who makes decision with travel
and hotel coordination? Our DOS/GM would like to contact
them to find out more details and possibly set up a corporate
rate for your company.
Fill out HP Lead Sheet / attach business/give to GM.
Identify problems, communicate, resolve.
Care about your guests everyday!
Property Tours
Important 10-15 minutes
DO’s
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Hotel clean/pristine!
Pre-select rooms,
inspect, set lighting.
Communicate to all
departments
Pre-brief Front Desk on
arrival time/name
Verify appt day before
Send thank you same
day
Ask Prospect what is most
important to them.
DON’TS
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Keep them waiting.
Act like it’s just another day
on the job.
Make noise (laundry cart on
tile floor, vacuuming).
Forget to smile and
introduce other staff
Complain
Leave out work materials
Forget uniform & name tag
Forget to be on your best –
it’s show time!
Meeting Room
It is the front desks responsibility to help sell the
meeting room. In order to do so you need to
know if it is available, how much it is, policies
and how to fill out the contract.
Meeting Room Policies
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In the event a fully signed contract agreement is not received with in 2 business days from the
date contact issued, all rooms and space referred to herein will be released and neither party will
be further obligated under this agreement.
The Service Charge and taxes are: 6% service charge. Service charges and taxes are subject to
change.
Add 6% sales tax to Audio Visual.
A non-refundable deposit shall be paid by Patron at the time of signing of this agreement and the
Hotel contract. The dollar amount stated on the contract(s) between Patron and Operator
represents the amount to hold the required space and guaranteed attendance.
Due to Health Regulations no outside food and beverage is to be brought into or leave hotel.
Meeting Planner please note: Once a meeting room is set-up for your event a $50.00 fee will be
charged for changes made to the contracted Room Set-Up.
Cancellation of an event within
 26-30 days prior to arrival requires Liquidated damages of 70% of estimated charges
 6-25 days prior to arrival requires Liquidated damages of 80% of estimated charges,
 4 days prior to arrival requires Liquidated damages of 90% of estimated charges.
All these policies are listed on each meeting room contract and must be enforced.
Meeting Room Rates
Room
All Meeting space must be booked through
front desk. Banquet price are based
on:
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Amount of time needed
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Room requested
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Equipment needed
Please verify availability before booking
room. Room is not confirmed until the
contract is returned.
Cost
0-4 hours
$100.00
5-6 hours
$200.00
All day
$350.00
Break Requests and Catering
Available
Coffee
$10.per pump
Assorted Danish
$12 per dozen
Assorted Cookies
$12. per dozen
Assorted Soda
$1.50 per can
Assorted Bagels
$12. per dozen
Bottled water
$1.25 per bottle
Orange Juice
$10. per pitcher
Breakfast Voucher
$6. Per person
AV Equipment
Cost
Flip Chart w/Easel
$10.00
TV/VCR
$25.00
Wipe Board (Markers)
$10.00
Podium
$15.00
Easel
No charge
Group Policies
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Groups have a cut off date of 3 to 4 weeks prior to the event. Based
on availability we may allow week of cut off.
Sports groups, this market has a policy that on multiple stay
reservations, the team can cancel by 11am if they loose a game,
these are exceptions to the rule.
Noise. The hotel will not tolerate disubabance of other guest and
there for must insist that all group activities take place in the lobby or
assigned meeting area. Only one warning will be issued be fore
person/s responsible for notice are asked to vacant the premises.
In the event of damage to any hotel property the group will be
charged for repairs or replacement of property. We require a credit
card or $200.00 refundable deposit per every 10 rooms.
Each policy is listed on contract based on relevance.
Group Rates
All groups must be booked through the sales
office. Group rates are based on
 number of rooms
 Room types requested
 Number of nights
 Requested time period
These items can all be discussed with the sales
department.
Front Desk Tip:
“Yes I can Attitude”
Seven words that you predetermine your
destiny!
As you think so shall you be.
Things are neither good or bad, but thinking makes
it so.
Understanding
our Comp-set
Section divider page. list out items found behind this
tab.
Example:
In this section you will find:

Comp set information

Us vs. Them

STAR reports

Call around
Front Desk Tip:
Common Acronyms.
ADR- Average Daly Rate
Rev- Revenue OCC- Occupancy
RevPar- Revenue per Available Room
LNR- Local Negotiated Rate
YTD- Year to date MTD- Month To date
PTD- Period to date
Us Vs. Them

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Who are our Competitors? Courtyard Marriott,
Holiday Inn Express, Conn. Grand Hotel,
Dolce Heritage and Hilton Southbury.
You work for the best! Hampton is the #1
limited service hotel. And the Waterbury Team
strives to outperform the local competition by
providing exceptional service and
accommodations. And we back it up with our
100% satisfaction guarantee
Competitors
Amenities
US
Comfort Suites
Stratford
Number of
rooms
Pool and Fitness
room
Restaurant
Free Newspaper
Free Local Calls
Comp.
Breakfast
Wireless internet
Ramada Stratford
Hampton Inn
Milford
Springhill Suites
Milford
Holiday Inn
Bridgeport
Ramada Stratford
Type info on property
here!!!!
Hampton Inn Milford
Type info on property
here!!!!
Springhill Suites Milford
Type Property
Information here!!
Holiday Inn Bridgeport
Type Property
Information here.
Call Arounds
You
make these calls each shift and it is important to know why.
Basic Information:
1.
Rate: are they higher or
lower then us?
2.
Occupancy: Higher or
lower?
3.
Ask for over flow if available.
4.
Offer over flow if available.
Advanced information you
should be looking for:
1.
Does this property normally
perform lower or higher then
us? If so and something has
changed, ask questions. Do
they have a group, new
company ect.
2.
Dramatic changes in rate may
indicate an event we do not
know about, bring this to
managements attention.
CORPORATE
NEGOTIATED
ACCOUNTS
Our Top accounts are very importrant, you need to know
who they are.
In this sections you will find:
•List of accounts/rates
•Tracking
Our LNR’s
It is important you know who they are.
Company Name
Rate
IBM
$99.00
Company Name
Rate
Why Tracking is Important
Knowing who your top companies and guest are is
a very vital part of selling your property.
The key is that “80% of your business comes from
20% of your customers”
This means the companies and guest that stay
with you the most are your first source to higher
occupancy. So you need to know who they are
and where they are coming from.
Company Line Information
Below is a list of acceptable information to put on company line. This information is tracked and used in most sales
efforts so it is VERY IMPORTANT to use this correctly.
It is important to ask: “ What brings you to our area”
Guest Replies:
Market segment you choose would be:
Guest Service
Guest Service is our #1 Priority. Live it and breath it.
In this section you will find:
•Brand Loyalty plan
•The art of the apology
•How to say no with out saying no
•Guest service tools available to you.
What keeps our guests coming
back?

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#1 Can do attitude of staff
Staff appear to enjoy their jobs
Helpfulness of front desk staff
Helpfulness of housekeeping staff
Professional appearance of staff
Cleanliness of guestroom and bathroom
Sense of safety and security
Comfort of bedding & linens.
Efficiency of checkout process.
Guest Loyalty
The main reason to have the
ChoicePrivileges program is to build Guest
loyalty. If they keep coming back then we
keep making money.
 We track this loyalty with our GIS scores,
100% Satisfaction guarantees and one on
one conversations.
 Excellent Service is what keeps our guest
coming back.

Front Desk Tip
The Art of the Apology!
Apologizing can be difficult. Keep these things in mind when dealing with a situation that
requires and apology.
1.
If the guest brings a negative situation to your attention, you need to apologize, even if
they are not upset.
2.
Always be sincere. Even if it seems insignificant to you the guest would not have
brought it to your attention if it did not upset them.
3.
Do your best to correct the situation immediately.
1.
2.
4.
5.
The guest should not have to wait for a manager or a team member from another department
unless there is no other option.
However, be sure to inform the GM and department head of ALL comments and complaints.
Take responsibility for the problem. Do not place blame on another person or
department.
Fallow Up is very important, especially if you were not the one correcting the issue.
1.
2.
3.
Put a sorry note in room
Call to be sure problem has been corrected
If necessary give the guest a sorry amenity.
How to say No, without saying No.
The Key is to offer a positive solution to the
problem and not to end on a negative note.
This is a talent
that comes with
experience. You
can not avoid
saying no in
every situation
how ever here
are some tips to
take NO to YES
or as close to it
as possible.
Uses these
examples as a
guide.
Challenge
One Possible Positive Solution
Guest asks for a rollaway bed but
all of them are in use
“I am so sorry Mr. Smith but we do not have any available tonight.
However I can offer you some extra pillows, blankets and
sheets for tonight. If you are staying over I would be
happy to get a rollaway to your room if one becomes
available.
Guest request an upgrade, you
do not have anything to give
them.
" As a valued guest, I wish I could offer you a better room however
you are currently reserved in one of our _________ rooms and
that is all I have available. Can I offer you a preferred location in
the hotel instead?"
Not my job?
There is no such thing as “Not my job in the service industry”
Your hotel is a limited service property which means that
you have limited means to serve the guest not that you
should limit the service you give them. So you may find
yourself working in a variety of situations.
In this section you will find:

Where to find housekeeping products

Common maintenance issues you can fix easily
I do not work in that department but
the guest needs…..
Housekeeping Item
needed
Linen
Location
Maintenance Item
needed
Light Bulbs
Extra pillows
Air Freshener
Ashtrays
Laundry bags
Trash bags
Cleaning supplies
New Remote Controls
Batteries
Screw Driver
Location
How do I fix?

Phone lines go down in the whole hotel.
1.
2.
3.

Go to phone room and reset the phone line. (lets
show you now)
Call AT&T and Active and have them check the
lines. (use the fax machine)
Call FOM or GM
Internet is down in the whole Hotel.
1.
2.
3.
Test this on the back computer
If it is down go to the phone room and reset the internet
(let’s show you now!)
If that does not work call Active on the 800 number. Keep
calling every hour or so until the problem is fixed.
Emergency
Policies Snap
Shot
There is an Emergency binder at the front desk. It will
have detailed information on what to do in most
emergency situations
Example:
In this section you will find:

Emergency numbers

Quick tips
Emergency Numbers and Contacts
Local Emergency Numbers
Hotel Information
Name
Address
ALL EMERGENCY
Phone Number
FIRE DEPARTMENT
Street Address
POLICE DEPARTMENT
City, State, Zip
LOCAL HOSPITAL
LOCAL CLINIC
General Manager
SUICIDE PREVENTION
Name
ELECTRIC COMPANY
Home Phone
GAS COMPANY
Cell Phone
WATER COMPANY
POISON CONTROL
Area Director
Name
Samantha Markey
TELEPHONE - LOCAL
Home Phone
Cell Phone
ELEVATOR COMPANY
203-509-0853
TELEPHONE / SWITCHBOARD
EMERGENCY CLEANING
SERVICE
HP HOTELS Emergency
Numbers
Phone 205-879-7004 or Fax
205-879-2680
CABLE COMPANY
911
Reporting Guest Accidents/Incident
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INCASE OF EMERGENCY - CALL 911 Immediately!
Complete the Fireman Fund’s Guest Property
Incident report. Be thorough. Use correct
wording…guest stated, alleged, claims, etc.
Pay attention! What type of shoes are they wearing?
Take pictures 8 minimum from all angles. Place pen
at alleged location of accident for one picture (shows
scale). 35 MM cameras located in AGM desk.
Call 911 for Injured guests requiring medical
attention. For liability reasons, we can not personally
transport guests. We will pay for a cab if guests do
not want an ambulance.
Fire Alarm Panel
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If the fire alarm goes of you should go to the panel and
first see where the problem is. If it is a guest room call
and be sure they are okay.
If yes: Acknowledge the alarm/ silence it/ reset system.
Then let the guest know you must come check the room.
If you do not get an answer go to the room and check.
Do Not Silence the alarm until you know
everything is Okay.
Front Desk
Resources
Section divider page. list out items found behind this
tab.
Example:
In this section you will find:

HP-Website info

List of websites that will help you daily

Brand websites and other resources

List on tools on property available to you.

Helpful tips
Your resources and tools

Help Line for Internet Support Questions
 1-800-

Help line for brand support questions
 1-800-435-7435
Web sites
Useful Web Sites
Uses
www.hp-hotels.com
offers forms and a variety of information you can use daily. See GM for
Current ID and Password.
www.choiceadvantage.com
Brand website offers a ton of information. Browse this when you have
time.
http://www.townofstratford.com/
Town information. Good for sales efforts.
http://www.stratfordconnecticutdirect.info/
Town info including weather, events and news.
www.mapquest.com
Find directions to or from a location for a guest.
www.google.com
Great for searching companies, events, pictures, directions
Use your comp set websites too
Stay up on their rates, amenities and availability.
More resources
 Your
Management staff
 Special amenities kit.
This
should included uncommon items
that may be requested by our guest. Ice
scrapper, curling iron, PJ’s…..
 Directional
cards
 Hotel Directory