Professional Documents
Culture Documents
Training
Programme
Module One
Table of Contents
Front Office
6
12
15
20
22
24
26
28
30
31
32
33
House Keeping
35
36
41
53
55
58
60
61
62
64
65
67
77
78
80
82
84
87
88
89
92
94
95
99
106
2
Other
Kitchen Preparation Checklist
Kitchen Cleaning Checklist
Stewarding Closing Duties
New Hire Checklist
Orientation Checklist
Department Orientation Checklist
Employee Confirmation Review
Employee Performance Review
Employee Grooming Standards
Employee Uniform Standards
Telephone Handling and Standard Phrases
Employee Training Needs Analysis Form
Employee Training and Development Plan
Employee Discipline Policy
113
114
115
116
117
118
124
128
134
140
143
147
149
153
154
156
159
163
168
170
173
175
177
179
184
186
188
194
195
198
202
204
205
209
212
215
223
225
228
232
236
237
243
250
251
253
256
260
262
266
268
272
276
278
280
287
289
290
292
294
296
298
299
304
305
306
307
Front Office
PHYSICAL SPACE
FRONT DESK
RESERVATIONS
DAILY ADMINISTRATION
GUEST ROOM
RESERVATIONS
To make arriving and departing guests feel comfortable and welcome and to ensure
that they are attended to by competent and well trained staff
No machinery visible
Desk between guest and employees minimal
Maximum 2 telephones visible
No paperwork visible
Minimum one Reservation Clerk on duty between 9.00 am to 7.00 pm, or time most appropriate
for area of the world
Availability of room types constantly maintained and updated
GUEST HISTORY
CONFIRMATIONS
RECEPTION/
To make arriving and departing guests feel comfortable and welcome, and to ensure
that they are attended to by competent and well trained staff
CASHIERING
DAILY ADMINISTRATION
ARRIVING GUESTS
GUEST HISTORY
CASHIERING
TRANSACTIONS
ROOMING GUESTS
DEPARTING GUESTS
10
11
TELEPHONE
INCOMING CALLS
DO NOT DISTURB
GUEST MESSAGING
WAKE UP CALLS
12
shines, etc.
Wake up call to be given on time (within five minutes of requested time)
Follow up call offered as appropriate
Details of local weather available
If no response to wake up, security informed within five minutes
FACSIMILES
CALL CHARGES
Complete record of numbers for executive managers and other key staff available
Full listing of emergency services and call out contractors available
Complete directory of important local listings available
List of qualified first aiders and emergency personnel available
Instructions/ information for the handling of emergency calls to be available
Emergency procedures processed monthly
EMERGENCY NUMBERS
13
To provide guests with warm and friendly, personalised assistance and a pro-active
level of service.
CONCIERGE GUIDELINES
14
PARKING, WHERE
APPLICABLE
15
Employees offer personalised greeting to guests as they approach the desk and as guest pass by the
desk
Professional concierge (clefs d'or members if possible) to be available between 7 am and 10 pm
All guests requests are courteously accommodated
If guest request is not possible an alternative is suggested; Guest are never told no
Complete and helpful information provided without prompting by guest
Employees knowledgeable about local area directions and provide quality maps and instructions
Local and international newspapers available
Reading material available for guests waiting in the lobby
Full listings of all local restaurants, theatres and other service amenities to be available
Employees fully conversant with procedures for making airline and transportation arrangements
TRANSPORTATION
LUGGAGE SERVICE
CONCIERGE SERVICE
16
Umbrellas
Daily newspapers
Tissues
Mobile phone for guest use
17
RESERVATIONS STANDARDS
DATE AND TIME:
TAKING A RESERVATION
19
EMPLOYEE
20
ACCOUNTING
CONFIRMATION
21
22
23
24
Date:
Arrive early for your shift. Go through the pre-shift meeting check list.
Prepare your Daily Log Report. Read Previous reports and initial.
Check Current Status.
Check out the expected arrival on screen and print.
Check for Pre-Registration.
Check for discrepancies in Guest Registration.
Check for expected departures.
Check the interfaces for the telephones and movies to see that they are
operational. Do a printout of charges and put in check-out drawer.
Record all wake-up calls on the master sheet at the front desk.
Call the guest after the system has printed the message. Be polite.
Count your cash ($000.00). Shortages are the clerks responsibility.
Turn the outside lights off.
Check incidental deposit to see which rooms have left an incidental
deposit.
Review Group Files for arrivals and departures and block any special
requests.
Do any specials, Credit Check Reports or V.I.P. requests.
Provide guest with all promotional information on check-out.
The Movie System is to be blocked when the guest has paid cash, Group
Arrivals and Special Request.
25
Check-in procedure:
26
Date:
Arrive early for your shift. Go through the Pre-Shift Meeting check list.
Prepare your Daily Log Report. Read previous reports and initial.
Check Current Status.
Check out expected arrival on screen and print.
Check for pre-registration.
Check expected departures. Verify if guests still in the hotel are stay-over.
Prepare Discrepancy Report by comparing the Housekeeping report to
computer. Charge an additional day rate unless permission has been
granted for late check-out.
Check the interfaces for Telephone and Movies to see that they are
operational. Do a printout of charges and put in check-out drawer.
Count your cash ($150.00). Shortages are the clerks responsibility.
Provide guest with all promotional information on check-out.
Verify completion of V.I.P. Form and Special Request.
Check-in Group Master Accounts.
Check incidental deposit to see which rooms have left an incidental
deposit.
Check the service codes to see if any special items are required for our
guests.
27
Check-in procedure:
The Registration Card must be filled out in its entirety (including vehicle
information).
If the customer is paying by credit card, be sure to put the date, room
number, your initials, authorization number and amount you have
authorized on the credit card form.
The guest must be clear on their room rate. The Registration Card must
be signed.
Post all charges to the Guests Folio. Leave the charges with the
folio.
Upon check-out, have the guest sign the folio and keep one copy.
Record all wake-up calls on the master sheet at the front desk.
Check that the outside lights are on at dusk.
Complete the Housekeeper's Log of changes for any supplies
leaving the desk.
Be sure that Housekeeping is aware of which rooms have cots in
them.
Complete the Housekeeper's Report of the Room Status. Double
check for blocked rooms.
Do your deposit and put it in the safe (include all cash, credit cards,
direct bills).
Count the float in back safe if you have made a change during your
shift. Leave tape with Date, Initials and shift.
Complete the Daily Log listing all exceptional occurrences that
happened during the shift.
Smile!!!!!
28
Notes:
29
the telephone record sheet. Do a wake-up call audit from the telephone
system.
Leave the work area neat and organized.
Do your deposit and put it in the safe. Date for the new day.
Count the petty cash if you have made change during the shift.
Key audit to be done every night.
Complete the Daily Log listing all exceptional occurrences.
Notes:
30
The highest rate you believe you can sell a given room for on your
highest demand day. This can be done seasonally but in fact may
be a year long rate. Example, the rate in many hotel directories
would be shown as: January 1 to December 31st 2007, $69 to $159.
This is a rate for internal use only.
Walk-in Rate:
This rate can be above BAR. A walk-in guest does not have
perfect knowledge of what the market is charging. Example: BAR
+ 10%. In the winter, the walk-in rate may be below BAR.
Package Rates:
Fenced Rates:
Negotiated Rates: These are rates that are hidden from the general pubic
AAA/CAA Rate:
31
Group Tour/FIT
Consortia:
Today, this rate represents Rack rate less 20%. However, this
business model is rapidly changing. The consortia do not want to
be seen as offering to their clients rates that are higher than those
being shown on the internet. As a result, they are asking
(demanding) that their rate be a fluctuating rate of BAR less 10%.
Merchant Rate:
Opaque Sites:
32
Todays Date
Day
Instructions
GSR
Initials
Actual Information
Room Occupancy
_____
Arrivals
A.D.R.
_____
_____
Departures
Walk-ins
_____
_____
No-Shows
Other
_____
_____
4 PM/Cancellations
33
Competition:
Weather:
Comments:
The top half of the Daily Control Sheet is to check for any rate, stay and room restrictions
when taking the reservation.
During the audit, use the bottom half of the Daily Control Sheet to record the important
statistics after the days business is over.
34
Confirmation #
Arriving on
Number of Nights
Visa
MasterCard
Discover JCB
American Express
Diners
Club/Enroute
Type and Credit Card Number
Expiry Date
Name of Cardholder
E-mail Address
Cardholder Signature
Home Phone
Please Note: This Authorization Form is not valid without a photocopy of the front
and back of the credit card.
Contact Name
Address
Title
City
Arrival Date
Province/State
Postal Code/Zip
Arrival Time
Departure Time
Confirmation Number
Number of Rooms:
Phone
Fax
Departure Date
Group Code
Rates:
Type:
35
Single:
__________
Sports Team
Double:
__________
Wedding
Triple:
__________
Corporate/Convention
Other:
Quad:
__________
_______________________
Total # People:__________
Reserved By:
Due Date
(The standard deposit for a group is $100. All Sports Teams require a $ deposit which is held until after check-out to
ensure no damages. A $25 incidental deposit is required from all cash paying individuals who reserve on their own.)
Cots Required
Rate
Cribs Required
Rate
Method of Payment
Special Requests:
Follow-up Required
Booked By
Date
36
Date Prepared
Month of
Last Yr Last Yr
Last Year
Last Yr
ROB
Actual Pick-Up ROB IT Pick-Up Total Occ
Day Date Group Group Group
IT
Occ %
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
Prepared By
Current Expected
Current Expected
Yr ROB Pick-Up Group
Year
Pick-Up
IT
Total Forecast Rooms
Group Group Forecast ROB IT
IT
Forecast Forecast Occ % Available
37
24
25
26
27
28
29
30
31
38
House Keeping
39
GUEST ROOMS
40
41
BATHROOMS
BATHROOM AMENITIES
Table top magazines in each room (and a selection of three magazines per suite)
Analogue modem and fax jack conveniently located in all rooms, if telephones available
Guest comment card visible in all rooms and suites
Note pad and pen/ pencil located at each telephone
Stationery box or folder containing minimum of 6 letterhead, envelopes, postcards
All bathroom sanitary fixtures are sparkling clean and sanitised daily
Good lighting at mirrors, appropriate to shaving and applying make-up
Drains and exhaust fan operate quietly
Hot water available within one minute/ hot water temperature is 115F/45C maximum
42
43
TOWELS PROVIDED
CLOSET CONTENTS
GUEST SERVICE
DIRECTORY
CONTENTS
44
ON DEMAND ITEMS
Foam pillows
Cotton blankets
Baby cribs
Roll away beds (non folding)
Adapters (electrical and telephone) and transformers
Bedboards
Ironing board and steam iron
Prayer mat
Exercise equipment
Hairdryer/ curling tongs/ rollers
Hair brush
Telephone jack converters
CD's/ Videos
US/UK Video Recorder
Heaters/ Humidifiers/ Fans
Facial Steamers
Greetings cards
Games console
Board games
Toiletries
Tights
Hair clips
Shoe polish
Cuff links
Collar stays
45
SHOE POLISHING
LAUNDRY
To provide professional laundry pressing and dry cleaning services on a timely basis
by a competent and fully trained staff.
46
ADMINISTRATION
LAUNDRY
DRY CLEANING
STAFF LAUNDRY
Dry cleaned suits returned in individual plastic bags with cleaning tags removed
47
Function
Skill Focus
Structure
Phrases
Speaking
Alphabet
Telephone greeting
Listening
Spelling
Telephone
language
1
Greeting on the
telephone
Contractions
Dealing with
requests
Listening
Speaking
Count non
count nouns
48
Taking notes
from a
telephone
conversation
Listening
Speaking
Listening and
writing
names, and
numbers
Writing
Giving polite
explanations
Listening
Negatives
Speaking
Difficult
telephone calls.
Review of
telephone
language.
Listening
Speaking
Telephone
alphabet
Im sorry I dont
understand.
49
Greeting guests
6
Greeting guests
Listening
Asking guests
to wait
Reading
Good morning
Speaking
Good afternoon
Good evening
Offering help.
Speaking
Pronunciation
Timing of
greetings
Politeness
Greeting
Offering help
May I help?
50
Offering Help
Responding to
thank you.
What to do
when unable to
answer a
question
Review greeting
guests.
Listening
Speaking
Responding to
all guest
utterances
Jason Seaward.
Thank you.
There is something
wrong with the
My pleasure.
Youre welcome.
My pleasure, Im happy
everything is
satisfactory.
51
Making up the
room
9
Listening
Speaking
Housekeeping. May I
come in?
Yes please.
Certainly, Sir.
Housekeeping. May I
come in?
Yes please.
Certainly, Sir.
52
10
11
Other situations
Listening
Housekeeping. May I
come in?
No thank you.
Certainly, Sir.
Housekeeping. May I
come in?
Certainly, Sir.
No thank you.
Speaking
Listening
Vocabulary
53
12
Review making
up the room
Any skills
needing
review
Any areas
needing
review
Listening
Polite
requests,
may I
Turn down
13
14
15
When a guests
wants the turn
down service
When a guest
does not want
the turn down
service
Turn down
further
requests.
Speaking
Listening
Speaking
Listening
Speaking
Polite
requests,
may I
Polite
requests,
may I
Turn down
Please.
I hope Im not
disturbing you. Good
night.
Good night.
Good evening,
Sir/Madam. May I turn
down your bed now?
No thank you.
Good night.
I hope Im not
disturbing you. Good
night.
Good night.
54
16
Review of Turn
down
Listening
Speaking
Polite
requests,
may I
Laundry
17
18
19
Responding to
guest requests
about laundry
Responding to
guest requests
about laundry
Problems with
laundry
Listening
Speaking
Speaking
Listening
Listening for
specific
information
Listening for
specific
information
Laundry
Speaking
55
Review
Any skills
needing
review
Any areas
needing
review
Listening
Prepositions
Speaking
Straight, turn
left/right,
opposite
Giving
directions
inside the hotel
21
Giving
directions
inside the hotel
My pleasure.
56
22
Giving
directions
inside the hotel
Listening
Prepositions
Speaking
Straight, turn
left/right,
Thank you.
Youre welcome.
Turn left/right.
Go across/past/through
the lobby.
Its on the
ground/first/top floor
Opposite
Past, through,
at the end of,
at the bottom
of.
23
24
Review of
giving
directions
inside the hotel
Listening
Review of
giving
directions
inside the hotel
Listening
Prepositions
Prepositions
Prepositions
Speaking
Speaking
Giving
directions
outside the
hotel
25
Giving
directions
outside the
hotel
Listening
Speaking
57
26
27
28
Giving
directions
outside the
hotel
Listening
Prepositions
Many thanks.
My pleasure.
Speaking
Giving
directions
outside the
hotel
Listening
Review of
giving
directions
outside the
hotel
Listening
Prepositions
Speaking
Prepositions
Speaking
58
Review
29
30
Greeting guests
Listening
Asking guests
to wait
Reading
Good morning
Speaking
Good afternoon
Good evening
Offering help.
Speaking
Pronunciation
Timing of
greetings
Politeness
Greeting
Offering help
May I help?
Offering Help
Jason Seaward.
59
31
Responding to
thank you.
What to do
when unable to
answer a
question
Review greeting
guests.
Listening
Speaking
Responding to
all guest
utterances
Thank you.
My pleasure.
Youre welcome.
My pleasure, Im happy
everything is
satisfactory.
32
Assessment
60
When checking, think of what the guest will see (behind closed
doors, ceilings when lying in the bath or the bed, marks on
mirrors, missing hooks when curtains are closed, underneath
soap dishes, outdoor or balcony areas).
61
maintenance faults.
Supervisors
or
housekeepers
should
always
follow
up
issues.
In some cases, external providers or contractors may be
62
63
11) Turn the mattress side-to-side on succeeding days followed by endto-end turning. Smooth out the mattress and air it.
12) If vacuum cleaning is not available, brush the carpet first to enable
the dust to settle while doing the next task.
13) Empty all ashtrays and waste paper baskets.
14) Pick up guest clothes and hang in the closet or place in the
wardrobe.
15) Clean the bathroom and replenish all the required supplies.
16) Collect all loose articles and magazines and other guest papers and
stack them neatly on the writing table.
17) Clean all surfaces in single circular motions with a dry cloth. Use a
hand dust pan to collect any unwanted matter on the surfaces without
lifting dust in the air. Ensure that all surfaces are spotlessly clean. Pay
special attention to nooks and corners especially those points that may
not obviously be visible to the guest eye.
18) Use a stiff upholstery brush or vacuum cleaner on upholstered
furniture arms, back and seats.
19) Replace, if necessary, stationery as prescribed by the management.
The number of items must exactly be as per standard.
20) Dust and replace each item on the dresser, bureaus and desks.
Special attention must be given to the display of publicity material as
prescribed by the management.
21) Clean lamp shades with a clean dry duster. Lift lamps and clean
under the base. Replace lamp if damaged and adjust the shade.
22) Disinfect the telephone in the room and the bathroom with Dettol.
Wipe balance of the telephone with a damp cloth. Then check phone for
the dial tone.
23) Clean mirrors with a dry cloth first and then with a damp newspaper
to make it sparkling.
24) Dust closet, shelves, hangers and rods. Brush the closet floor.
Supply new laundry bags and replace the missing hangers. Replace
drawers / shelves with paper liners, if required.
64
25) Dust both the sides of the room doors, head board, window sills,
inside and outside of the window rails, top of the radiators and airconditioning units.
26) Close the windows.
27) If vacuum cleaner is available then vacuuming of carpet should be
done at this stage, instead of brushing the carpet as mentioned earlier.
28) Arrange furniture properly, if necessary.
29) Switch on the air-conditioning or heating on the minimum
temperature for a departure room or at the same temperature the
guest has left for an occupied room.
30) Have a last look at the room referring to the check list for
completion of work and exit the room closing the door behind.
65
Cleaning Bathroom
1) Cleaning activity starts from the ceiling downwards to the floor.
Floors are cleaned from the wall farthest to the door to the exit.
2) Open all windows and exhaust vents.
3) Shake out all soiled bathroom linen, e.g. towels, bathmat, etc and
deposit in the linen hamper / laundry bag provided on the chamber
maid's trolley.
4) Collect the trash from all the ashtrays, sanitary bins, and waste
paper basket and deposit it into the garbage bag provided on the
chamber maid's trolley.
5) Clean the ceiling and air-conditioning vents for cobwebs
6) Wipe off light bulbs and shades with a dry cloth.
7) Wash the bathtub and surrounding tiles and wipe dry. Wipe the
shower curtain from both sides with a wet sponge and ensure that
all are free from any water marks.
8) Clean the mirror, (with a dry cloth then wipe using a wet folded
newspaper and then again with a dry cloth).
9) Scrub dry the areas surrounding the wash basin and the counter.
10) Scrub the toilet bowl and bidet using the special brush / Johnny
mop. Ensure that it is dry and spotless inside. Clean the seat, lid and
the outside of the toilet bowl and put a disinfectant solution inside.
66
BED MAKING
Bed making is the technique of preparing different types of bed to
make a guest comfortable or his/her position suitable for a particular
condition. Learning the proper procedure for making a bed helps to
ensure the guests comfort and sense of well-being. The bed is an
important part of the guests hotel environment.
Remove soiled sheets and pillow cases and shake out individually.
Check linens for dentures, hearing aids, jewelry, glasses, face
tissues, or anything else belonging to the guest before stripping the
bed.
Turn the mattress side-to-side on succeeding days followed by endto-end turning. Smooth out the mattress to air it out.
Shake out the mattress protector and relay it on the mattress.
Change the protector that is soiled or smelling.
Open out the fresh lower sheet evenly and puck it securely at the
head, foot and the sides.
Open out fresh top sheet and distribute it evenly over the lower bed
sheet. Ensure that the laundry creases are in the same line as the
inner sheet for even distribution. The sheet hem should be evenly
pulled up to the headboard. Tuck this sheet at the foot.
Open out the blanket and place it evenly on the top sheet using the
crease as described earlier for even distribution. Ensure that the
blanket labels are at the foot.
Pull the blanket 4 inches from the headboard.
Fold the top sheet, at the head of the bed over the blanket and fold
the sheet and blanket once again.
The blanket and the top sheet are together tucked uniformly on both
sides while the comers at the foot of the bed are neatly mitered.
Cover pillows with fresh pillow slips. Fluff the pillow and even out
pillow slips to look neat and tidy. Since pillow slips are larger than
the pillow the excess slip should be neatly folded downwards. The
67
side of the pillow which has the fold should be away from guest
view.
Cover completed bed with the bed spread / bed cover ensuring that
it is right side up and is falling evenly all around the bed. Keep extra
bed spread toward the headboard to crease in between the pillows
so as to make the bed look appealing.
The bed spread corners should be aesthetically done. Put spare
blankets in the upper most shelf of the wardrobe in case required by
the guest. Blankets are folded in such a manner that the hotel logo
appears on the top.
68
Rooms must be cleaned each and every day even if it is vacant. Day
to day care encourage high standard of work. It allows the time
allocated for special cleaning to be spent out to full advantage.
1) Leave the front door open; make work sign "no" on the door.
2) Place the trolley standing in corridor outside the room to be
serviced.
3) Ventilate the room. Open all the doors and windows.
4) Switch off the air conditioner or heating system
5) Remove soiled linen, used crockery and any other rubbish.
6) Airing of bed and making it.
7) Dusting the furniture.
8) Disinfect the telephone mouthpiece, check for dial tone.
9) Clean the carpets and dusts on the surroundings.
10) Cleaning of furnishing arrangements and appearance of the
room.
11) Switch on the bathroom light, dry the floor if wet, wipe down the
walls, windows with dry dusters, occasionally damp duster is also
used.
12) Use detergent for cleaning wash basin and dirty surfaces.
13) Check for plumbing faults like leakage, faulty flushes, and
electrical faults and exposed wires.
14) Replace bath linen and also complimentary items namely toilet
soap, shampoo.
15) While working around the room checks for damages to the
furniture's, walls, windows and other fittings.
16) Replace the complimentary items like match boxes, stationers,
etc.
17) After final check up draw the curtains place the DND card on the
outside knob of the door
18) Vacuum the floor finish at the door.
70
SECOND SERVICE
71
72
guest to sleep comfortable for the night and it should be done prior
to the guest retiring for the night. In this service, the bed is made for
night, the room is cleared and soiled bath linen is replaced.
1) Knock at the door and enter the room as per the procedure
mentioned earlier.
2) Switch on the lights and ensure that all the light fixtures are
working.
3) Draw the heavy curtains.
4) Hang guest clothes if lying around.
5) Take off the bedcover, fold neatly and store in the wardrobe,
either in the topmost shelf for in the lowermost shelf
6) Fold one corner of the blanket to enable the guest to slide in to
the bed.
7) Place the breakfast knob order card along with a chocolate /
cookies / sweet as prescribed by the management on the pillow.
8) Remove soiled glasses and bottles if any. Replenish fresh glasses
and fill in the water flask with drinking water.
9) Empty and clean ashtrays and waste paper baskets.
10) Replace soiled linen - bed and bath if required.
11) Replenish missing toiletries and other supplies.
12) Set climate control as directed.
13) Turn out all the lights except the night lamp/ passage light as
prescribed by the management.
14) Before leaving the room, give a final glance then lock the door
properly, and proceed to the next room.
73
74
2. Prop door open when entering, and place an approved floor sign at
entrance.
3. Flush toilets and urinals and apply appropriate cleaner/sanitizer
before attending to other tasks.
4. Empty trash containers, sanitize and reline with new bags.
5. Wipe down mirrors with cleaning solution leaving mirror free of
streaks.
6. Empty and clean out ashtrays, urns and individual stall units.
7. Clean basins, checking drain traps for hair and debris.
8. Clean counter tops, checking for stains and damage.
9. Wipe fixtures with cleaning/sanitizing solution and damp rag and
then polish bright work.
10. Wipe dry sinks and surrounding countertops and then polish.
11. Clean toilets and urinals using bowl brush and clean rag for each
fixture.
12. Wipe and polish handles on toilets and urinals.
13. Clean partitions using spray bottle containing cleaning/sanitizing
solution and a damp cloth or sponge.
14. Wipe down wall with appropriate cleaning solutions depending on
type of surface. Remove any graffiti.
15. Restock dispensers for toilet seat covers, toilet paper, tissue, paper
towels, and soap.
16. Wipe and polish dispensers to remove any surface marks or
smudges.
17. Sweep all exposed floor areas and baseboards.
18. Reassemble all cleaning supplies and return to cart.
19. Mop floor using clean warm water and an appropriate amount of
cleaning/sanitizing solution.
76
areas
77
78
80
82
1. Clean elevator.
a. Take elevator out of service post appropriate signage.
b. Sweep and damp mop elevator.
c. Place elevator back in service.
2. Clean service corridor.
a. Pick up debris and empty trash.
b. Clean corridor floor.
3. Clean employee dining room by picking up debris and straightening
contents.
a. Remove food residue and spills.
b. Move chairs away from table.
c. Clean floors.
4. Clean and sanitize employee restroom.
a. Check to see if restroom is vacant. Knock on door first and announce
Housekeeping, and wait for response. After three announcements,
assume
it is safe to enter.
b. Prop restroom door open when entering and place an approved floor
sign at
entrance.
c. Apply appropriate cleaner to toilets and urinals before attending to
other tasks.
d. Pick up any debris and empty trash cans.
e. Wipe down mirror with cleaning solution and dry, leaving it free of
streaks.
f. Clean and sanitize basin and countertops using a sanitizing solution.
g. Restock and clean dispensers.
h. Clean and sanitize toilets and urinals using bowl brush, and polish
bright work.
i. Clean and sanitize handles on toilets and urinals.
j. Clean and sanitize all exposed floor areas and baseboards.
k. Reassemble all cleaning supplies and return to cart.
l. Remove wet floor warning sign when floor is dry.
5. Clean general storage area.
a. Prop open door to storage area to be cleaned.
b. Pick up debris and trash.
c. Clean exposed floor in storage area.
83
SPRING CLEANING
Spring cleaning removes the dust and dirt that accumulates from
everyday wear and tear and attends to cleaning needs identified
during a guestroom inspection. It includes activities such as turning
mattresses, wiping down walls and baseboards and washing
windows and casements. The dirty-dozen can also be perfectly
cleaned.
Routine cleaning can maintain a guestroom's fresh and spotless
appearance for a period of time. But after a while, a room will need
deep cleaning. In some properties, deep cleaning is done by room
attendants on special project basis; others use teams in which each
employee does a particular deep cleaning task.
Date
Inspected By
Item
Dresser Top:
1 Guest Service Directory
1 Room Service Menu
1 Guest Comment Card
Dresser/Drawer:
1 Bible (night table)
Clothes Closet:
8 hangers
8 hangers with skirt clips
Room Number
Room Type
Delux Busin Suite
e
85
General:
1 ice bucket & lid
1 waste basket
3 ashtrays, smoking rooms
Equipment & Supplies:
Bathroom:
1 oz. soap bar
1 oz. exfoliating bar
1 1 oz. conditioner
1 1 oz. shampoo
1 shoe mitt
1 mouthwash
1 lotion
1 soap dish
Miscellaneous:
1 coffee maker
1 filter pack Colombian coffee
1 filter pack Colombian decaf.
coffee
2 tea bags
4 coffeemate
4 sugar substitute
Kitchenette
Dish Rack and stand
Dish Soap
Flatware Caddy
Oneida Flatware
6 Dinner Knife
6 Dinner Fork
6 Tea Spoon
6 Dessert/Soup Spoon
6 Dessert/Soup Spoon
Microwave Oven
4 bath towels
4 bath towels, oversize
4 hand towels
3 face cloths (4 in double doubles)
1 bath mat
1 bath robe per person (max. 2 per
room)
1 sewing kit
1 presentation tray
Mini Bar
Iron
Ironing Board
Pant Presser
86
87
88
room?
Large, well lit desk in-room?
Flat Screen Colour TV (Size)?
Cable Service?
Free Movies/Games?
Sport Channel?
Pets?
On-Site Food & Beverage
Restaurant?
Breakfast?
Lunch?
Dinner?
Room Service?
Open 24 Hours?
Lounge?
Games Room?
Inspected By
Room Number
89
Item
Yes
No
Item
Yes
Lamps work
Telephone working
Bedspreads straight
Fluffed/Even pillows
No
Yes
No Item
Yes
No
Item
Desk tops
Mirrors
Dresser Tops
Rim of baseboard
Light bulbs
Table Tops
All drawers
Window cornice
Headboards
Closet shelves
Window frame
Chairs
Closet rods
Corners
Picture Frames
Telephone
Window sills
Yes
Bathroom Checklist
Item
Yes
No
Item
Yes
No
Item
Faucets leaking
Broken Tile
Fixtures firm
Chrome sparkling
Supply of towels
Yes No
90
No
Credenza
1 Guest Directory
1 Brand Report Card
1 Brand World Wide Directory
1 Laundry bag & laundry slip
Night Table/Desk
1 Bible (night table)
1 Pocket Folder w 3 envelopes/3 stationery
1 am/fm clock radio
Closet
3 hangers + 3 hangers w skirt clips
General
1 waste basket
Room Club
Bathroom
1 frosted oval display tray
2 bars Brand facial soap, 1.25 oz
1 bottle Brand shampoo, 22ml
3 bath towels (four in double, doubles)
3 hand towels (four in double, doubles)
3 face cloths (four in double, doubles)
1 bath mat
Hairdryer
Miscellaneous
1 coffee maker
1 filter pack Colombian coffee or
1 tea bags
1 condiment package
1 Iron
3 wrapped glasses
1 Ironing Board
1 telephone book
1 refrigerator
Off
H.V.A.C.
Heating
Television
Off
Windows
Closed
Drapes
Closed
Sink Faucet
Off
Shower Head
Drain Plugs
Open
Down
Shower Curtain
Bathroom Door
Open
Drapes
Closed
Tub Faucet
Off
Light
Off
Bathroom:
Point Towards Wall
91
Date
Inspected By
Room Number
Item
1.Entrance Door
Check door handles and locks to be sure they
are working properly.
3.Beds
Beds should be uniformly made so that spreads
are even in appearance, pillows are the same
size.
4.Furnishings (armoire, desk chair, wall mirror, air conditioner/heater, occasional chairs,
nightstand, desk, wall pictures, telephone, television)
Make sure that all furniture is free of dust and
dirt.
92
Date:
Signature:
Item
7.Vanity Area
Sink, counter and mirror should be free of
mildew, hair, soap, residue.
8.Supplies
Two waste baskets should be cleaned and in
proper place.*
Check telephone books for soil and damage (be
sure they are in their proper location).
93
Signature:
94
Name
Maintenance
Room Status
TV
light
phone
hvac
toilet
sink
bath
Towels
bed
locks
wall
bath
hand
Other Notes
face
Housekeeping Status
V Vacant Room Not Rented Last Night
Maintenance
X Maintenance Required
Condition OK
O See Notes
95
Housekeeper
General
Empty trash, reline, and spot clean waste receptacles
Dust mop and wet mop hard floor surfaces
Dust all surfaces (floor to shoulder height)
Spot clean all entrance glass (twice per day if needed)
Spot clean doors and walls (twice per day if needed)
Disinfect phones
Vacuum all carpeted areas
Inspect area for defect and report to Maintenance and Housekeeping departments
Checklist for Entrance & Lobby Area
Carpet Vacuuming
Picture frames on walls
Wall & wall hangings
Banisters
Displays
Window glazing
Window sills
Underneath furniture
Furniture
Clean inside elevator
Elevator stainless steel door
Stair railing
Stairs/steps
ATM machine
Telephone stations
Watering plants
Planters/leaves
Top surface of AC controls
Dennys window ledges
Put out Wet Floor signs
Cleaning & moping floors
Lamps
Heating unit tops
Dust wooden areas of Front Desk
Front Desk counter tops
Dust top of computer, monitor, printer
Computer stations
Underneath vending machines
Fireplace area and surface
Handles and door knobs
Vending machines
Entrance Doors/Glazing
Checklist for Meeting Rooms & Ballrooms
Stairs/steps
Stair railing
Foyer area by ballroom
Vacuum carpet
Displays
Furniture cleaning
Doors
Picture frames on walls
Window glazing
Handles and door knobs
Planters
Window ledges and screens
Tables
Telephones
Decorative furniture
Window blinds
Checklist for Offices
Empty trash
Clean waste bins
Tables
Chairs
Telephones
Photocopy machine
Fax machine
Computers
Vacuum carpets
Window blinds
Window glazing
Window ledges
Doors
Knobs and locks
Checklist for Public Washrooms
Dont forget to wear gloves
Clean waste bins
Empty trash
Rim around bowl/toilet seat
Toilet/Bowl/Tank
Grab bars
Tissue Holder Box/Surfaces
Door and door knobs
Baby change table
Clean faucets
Floor (clean & scrub)
Paper towel holder box
Sink (top & bottom)
Dry rag to dry surfaces
Urinals (top & bottom)
Fill paper towel
Towel bar
Fill toilet tissue
Mirrors
Wet mop the tiles floor
Spray air freshener
Check toilet amenities, especially in ladies washroom
Comments:
96
Date
Inspected By
Room Number
Item
Dust vents
Clean Lights
Remove the shade
97
Signature:
Deep Cleaning Task Checklist
Item
Item
98
Date:
Signature:
99
Housekeepers Checklist
Date
Inspected By
Room Number
Housekeepers Checklist...Cleanliness...Cleanliness...Cleanliness
#
#
Item
Item
1. Room exterior (windows, door, carpet or
38.* Sink fixtures and drain stopper
sidewalk, walls
2. Drapery (pins, cord operational, clean),
39. Towels and towel hangers
door guard
3.* Check key, lock (s), peephole
40. Base boards
4. Legal notice, posted rates are correct
41. Credenza, top, drawers, mirror
(back of entrance door
5. Wipe top of door and trim
42.* Television (clean, working)
6. Inspect chair cushions and back
43.* Electrical cords contained
7. Wipe chair legs and rungs
44. Amenities (in place, clean, fresh)
8.* Test entrance lights
45. Night stand
9. Window sills and trip
46. Desk condition and supplies
10. Window clean, check for condensation
47. Walls and ceiling (clean, good repair)
11.* Lamps, base, shade, light (s) switches,
48.* Air conditioner (clean, filter clean, temperature
cords, wattage
controls work)
12. Test bed lamps
49. Safety hazards (employee, guest)
13. Telephone directories (condition)
50. Smoke detector (tested, clean)
14.* Under bed, headboards
51. Odours
15.* Bedspread condition
52. Luggage rack
16.* Pillows
53. Clothe rack, hangers
17.* Bed linens
54.* Telephone (clean, operational)
18.* Mattress and springs
19. Pictures (straight and clean)
20. Vents and exhaust fans
21. Carpet edges, corners, stains, nap,
vacuumed
22. Toilet tissue (point), facial tissue
23.* Underside of toilet bowl, toilet seat, rim,
tank
24.* Bathroom floor, back of door
25.* Bathroom light and heat lamps
26. Shower curtain, curtain rod
27. Tub/Shower wall tile
100
101
102
103
BUFFET
SERVICE
GUIDELINES
SERVICE
To provide a dining experience that is unique as an option, yet consistent with the
level of service and food quality experience elsewhere at hotel.
EQUIPMENT
104
DISPLAYS &
PRESENTATION
Displays are created using natural decorations, such as fresh flower, ferns, food, etc.
Entrees are garnished prior to putting food on the buffet tables
Presentation of buffets includes risers, which create various elevations and depths
BUFFET MAINTENANCE
SALADS
JUICE
CONDIMENTS
105
FRESH FRUITS
CEREALS
A minimum of four fresh, ripe fruits are offered on all breakfast buffets
A minimum of one fresh ripe fruit is offered on all lunch buffets
MEATS
Seafood is offered either in a salad or entre selection on all lunch and dinner buffets
SOUPS
SEAFOOD
ENTREES
106
BREADS
DESSERTS
QUALITY CONTROL
A minimum of four desserts are offered at lunch and dinner, including a healthy choice
Service personnel communicate any guest comments regarding the food to the Chef
Hot food is brought out no earlier than 15 minutes prior to opening or start of the buffet
Cold food is brought out no sooner than 30 minutes prior to the opening or start of the function
All hot foods on the buffet are at least 140 degrees
All cold foods on the buffet are at least 40 degrees
Cold foods are placed on ice for all outdoor buffets in custom designed silver, copper, or stainless
inserts
107
108
Banquet Service
Guidelines
To provide unrivalled attention to detail and service that is tailored to each guests
individual requirements.
DRINKS
FOOD
PHYSICAL SPACE
MEETINGS
Meeting pads and pencils, comprising of all stationery equipment, to be in place on organisers
arrival
Audio visual equipment fully tested and of the highest physical appearance
109
Hosts/organisers greeted on arrival by the person they booked with, and introduced to their Head
Waiter.
Schedule of events is reviewed with the organiser
All guests are welcomed into the drinks reception area by waiting staff
Drinks (ordered by host) offered to guests
BEVERAGES
Beverages to be served efficiently and with the correct courses throughout the meal
Wine is served prior to the course being served
FAREWELL
Head Waiter to thank host and offer a personal farewell at the end of the function
Tables are not broken down until the last guest departs
Tablecloth and centrepiece remains until last guest departs
OPENING PROCEDURES
Door is opened 15 minutes prior to the function start, unless otherwise instructed
Banquet service staff are in room 15 minutes prior to function start time
GUEST INTRODUCTION
DRINKS RECEPTION
MEAL SERVICE
110
BANQUET ROOM
Linens and skirting are free of spots, stains, wrinkles, tears or frays
Tablecloths are hung evenly with hems facing inside
Tablecloths have even drops at ends of tables on aisles
Tablecloths used for long tables have center creases that meet to give a continuous line from one
end of the table to the other
Linens are consistent in type and color in a room unless otherwise specified on the event order
Tablecloths extend at least 12 inches over the edge of the table (to the edge of the chair)
Skirting is taut and covers specified sides of tables
Guests leaving their seats have napkins re-rolled or refolded
111
SILVERWARE, DISHWARE
& GLASSWARE
SERVICE ETIQUETTE
All food is served using the left hand, from the left side of the Guest
Guest is cautioned if plate is hot
All beverages are served using the right hand, from the right side of the guest
All dishes are cleared using the right hand, from the right side of the guest
The utensil plates are handled by the edge, glasses are handled by the stem
Unnecessary utensils and dishes are cleared following each course
Ladies are served first, beginning at the right of the host, if known
Host/head table is served first, unless otherwise specified
Host of the table is served last even if the host is a lady
If guests are not present when the table is served, their dinners are left covered
Cover is removed when they return
Entire table is served at one time
Silverware replaced at the table is free of spots, tarnish, bends or debris, and is carried using a side
towel
Guests are assisted when lighting a cigarette
WINE SERVICE
Wine is offered as a choice, i.e., Would you like Cabernet or Chardonnay with your dinner?
(Based on selections)
Wine is poured with a side towel in left hand and placed under the bottle
Label is visible to guest during pouring
During entre service, guests who have not previously been served wine are offered wine
Guests drinking wine have their glasses refilled until entre is completed, then offered a refill, prior
112
to removal of glass
Wine is filled at the appropriate level to prevent change of temperature
113
TABLE MAINTENANCE
BEVERAGE GUIDELINES
RECEPTIONS
BUFFETS
114
Tea and Water are refilled on the table, using a linen napkin as splashguard
115
IN ROOM
DINING
GUIDELINE
S
TELEPHONE MANNER
MENU KNOWLEDGE
UPSELLING
All employees are knowledgeable of daily features and communicate them to guests
Descriptive words are used to suggest beverages, daily specials, soups, salads or desserts
All employees are completely familiar with menu items in order to assist the guest, answer
questions accurately and maximise sales through upselling
116
ORDER TAKING
Pre-order
Beverages/Coffee/Tea
Continental Breakfast
Cooked Breakfast
Lunch/Dinner
117
PREPARATION-TRAY
STANDARDS
All items placed on table/trays are dry and polished, free of chips, cracks, tarnish, spots, or food particles
Linen, china, glass, silver free of damage and clean
Fresh flowers always provided
Specific trays are used for Room Service that have been lined
Room Service tables are only used for Room Service orders
Room Service tables are:
Sturdy
Wheels dont squeak
Covered with fresh linen
Undamaged
Free of food debris, dirt or grease
Equipped with warmers in clean and working condition
TABLE/TRAY CONDITION
Trays are:
Undamaged
Free of chips
Free of food debris, dirt or grease
118
119
GUEST INTRODUCTION
IN ROOM SERVICE
Tray Service:
Guest is asked where they would like to sit
All orders are placed on a table or desk
All plastic wrap is removed, prior to entering room
Offer is extended to pour beverages
Orders are verified with the guests
Plate covers are removed
Check is presented to the guest
Guests is informed of dish removal procedure
Guest is thanked and asked if they need anything else
Guest is wished a pleasant meal
Table Service:
Guest is asked where they would like to sit
120
121
HOSPITALITY ROOMS
AMENITIES
PRODUCT STANDARDS
Menu of amenities with prices is available for guests to order from to include; but not limited to:
Fruit Baskets
Cheese Trays
Amenity card or a business card with a hand-written note is delivered with amenities as specified
on order
Appropriate condiments or silverware and china accompany amenities are clean and in good
condition
Products fresh and of good flavour
Napkins are provided for all food amenities
VIP amenities replenished daily (if fruit has been used -only fresh, whole, seasonal fruit used)
122
123
MINI BAR
GUIDELINE
S
FOOD & BEVERAGE
PRODUCT
SPECIFICATIONS
MISCELLANEOUS
PRODUCT
SPECIFICATIONS
All items placed in the In-Room Bar are within expiration date, are sealed, have labels intact, and
are undamaged
All liquors are premium or call brands
Interior/exterior cabinet clean and tidy
All In-Room Bars have a minimum of the following items:
One logo item
Bottle and wine opener
Freezer portion is free of ice build-up
All In-Room Bars have a minimum of the following items:
Two rock glasses and two wineglasses that are clean and free of lipstick, debris, water, cracks
or chips
Menu with price list
Collateral piece that explains charge for logo items
Napkins and stir sticks
124
125
Clock in
Collect the restaurant keys from the security
Pick up linen from Laundry
Pick up the float from accounting
Read the log book
Check the back areas for cleanliness
Fill up condiment jars and sugar
Check the par stock
Dust the chairs and clean the tables
Read the notice board
Check the trays and tray stands if they are clean
Polish any Crockery, Cutlery and Glassware left from the
previous shift
Check the tables for set up and finish any pending set up
Stock side stations with cutlery, Crockery and Glassware
Fold napkins and prepare any extra covers needed
Start setting up the buffet(if there is a Buffet )
Check Salt and pepper shakers.
Check the alignment of tables, chairs and covers
Get the butter ready
Get the bread baskets ready
Check for Par of Coffee, Tea, Sugar , Sauces and other
supplies
Fill in a requisition if short of something
Sign in
126
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
Clock in
Check out Bar keys from Security office
Collect Bank/Float from accounting department
Pick up food, beverage and dry goods requisitions from
purchasing
Open the bar
Sign in
Check log book for important information
Wipe the counter tops
Sweep and mop floor
Prepare trash cans with liners
Take out Liquor bottles and display
Put away all items practicing FIFO
Polish all glassware and check its par
Load Speed rails and prepare juices
Clean the ice bins and fill ice
Cut fruit and prepare garnish
Check CO2 and bag in box, change if needed
Check beer keg and change if needed
Fill Straws, Picks, Stirrer and all Bar supplies
Ensure Briefing is conducted
Check for the non available items for today
Plan for the cocktail of the day
Check drinks and fill in requisition if necessary
128
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
129
STANDARD
ARRIVAL/ SEATING STANDARDS
Was the guest greeted or acknowledged within 30
1
seconds upon entering the restaurant?
Was the guest greeted in a friendly and pleasant
2
manner?
Did the host ascertain guest's name and use it
3
during interactions?
Did host ask if smoking or non smoking was
4
preferred (where applicable)?
5
MEE
T
BELO
W
14
15
16
17
18
19
20
21
22
NA
Catego
ry:
Outlet:
Date and Time:
MEE
STANDARD
T
Was plate crested positioned in either the six o'clock
23
or twelve positions accordingly?
Was order announced upon its presentation to
24
ensure accuracy and guest satisfaction?
25
26
27
28
29
30
31
32
33
34
BELO
W
38
39
40
131
NA
If credit card
signature?
THE EMPLOYEE
41
payment
did
employee
verify
42
43
44
STANDARD
45
46
MEE
T
BELO
W
52
53
54
55
56
57
58
59
NA
60
61
62
63
64
65
66
STANDARD
PRODUCT - MENU AND FOOD
67
68
69
70
MEE
T
BELO
W
71
72
73
74
75
76
77
78
NA
84
85
86
87
88
92
93
94
95
96
BELO
W
134
NA
97
98
99
100
101
102
MEE
T
BELO
W
SERVICE:
135
N/
A
Did employee explain any daily specials (i.e. soup of the day)?
Was the guest's drinks order taken and served within 5 minutes of seating?
Did the waiter handle glassware by the stem and base of glass at all times?
Was the beverage poured in front of the guest in the case of canned, bottled
or mixed drinks (i.e. not pre-poured)?
Did employee have good product knowledge with regard to the menu?
Did waiter obtain full and complete orders (i.e. cooking instructions, bread
preference etc.)?
Was a two course meal served within the hour (i.e. main, dessert and
coffee)?
Were all plated items served/cleared with as little disruption to the guest as
possible?
Was order announced upon its presentation to ensure accuracy and guest
satisfaction?
LIGHT MEALS
Were dishes cleared within 4 minutes of all guests finishing their meals for
lounge service or 10 minutes in the case of pool dining?
136
Did waiter clarify the guest's coffee/tea preference (i.e. cappuccino, espresso
etc.)?
Did waiter replace ashtray after two cigarettes had been extinguished?
Did an employee visit the table to ascertain at any point if service was
satisfactory?
Upon leaving the lounge/pool was the guest thanked/bid farewell?
BILL PRESENTATION:
Was the bill presented in a clean bill fold/tray with hotel pen?
If cash payment, was receipt automatically offered (i.e. bill displays settlement
by cash)?
If credit card payment did employee verify signature?
THE EMPLOYEE:
Did the employee have a good working knowledge of the English language?
137
Did the food directly resemble its description from the restaurant menu?
TABLE LAYOUT:
Was correct cutlery used for its intended purpose and was it clean and
matching in pattern?
Were the salt and pepper cruets provided and if so were they clean and full?
Were all walls clean and free of any chips, scuffs or marks?
138
Were the table/chair legs free of any scuffs/scratches and matching in colour?
139
RESERVATIONS:
Did the employee answer the phone with the appropriate greeting, identify the
department and offer assistance?
Did employee obtain the guest's name and use it at least once during the
conversation?
Did host ask if smoking or non smoking was preferred (where applicable)?
ARRIVAL/SEATING:
Did the host ascertain guest's name and use it during interactions?
Did host ask if smoking or non smoking was preferred (if applicable)?
Did the host seat the guest within 1 minute of their arrival?
Did host explain any specials of the day where applicable (i.e. soup, fish,
etc.)?
140
SERVICE:
Was initial drink order offered and served within 5 minutes of the guest
seating?
Did the waiter approach and greet the guest within 5 minutes to take the food
order?
Was waiter able to answer any questions with regard to the menu and its
ingredients?
Did the waiter maintain eye contact with the guest ordering?
Did the waiter obtain full and complete orders (i.e. cooking instructions,
accompaniments, etc.)?
Was the wine/beverage order taken within 5 minutes of the food order?
Did the employee have good product knowledge with regard to the
wines/beverages?
Was the correct starter/main course served to the appropriate guest without
prompting?
In the case of two people dining, were dishes served to both guests at the
same time?
Were all plated items served/cleared with as little disruption to the guest as
possible?
Was plate crest positioned in either the six o'clock or twelve positions
accordingly?
Was order announced upon its presentation to ensure accuracy and guest
satisfaction?
Were dishes cleared within 2 minutes of all guests finishing their meals?
Did the waiter remove side plate, side knife, butter and cruets on completion
of main course?
141
Was dessert served within ten minutes of order being taken unless the
employee informed the agent of an expected delay?
Did waiter clarify the guest's coffee/tea preference (i.e. cappuccino, espresso
etc.)?
Did waiter replace ashtray after two cigarettes had been extinguished?
Did an employee visit the table to ascertain at any point if service was
satisfactory?
WINE/BEVERAGE SERVICE:
Did the waiter present the wine to the guest (in the case of by the bottle or
wine by the glass) ?
Did the waiter pour a small amount of wine for host to sample?
Was red wine served at room temperature and white wine chilled?
Did the waiter top up the wine/water glass when 1/3 full?
Was the beverage poured in front of the guest in the case of canned, bottled
or mixed drinks (i.e. not pre-poured)?
If wine by the glass is ordered, did the waiter present the bottle to the guest
and pour directly from the bottle?
Did the waiter handle glassware by the stem and base of glass at all times?
Did waiter offer additional drinks within 2 minutes of initial drinks being
finished?
142
SALES:
Did waiter up sell with wine order (i.e. recommend a wine to accompany the
meal)?
Did waiter automatically offer additional bottle of wine/water upon completion
of the first?
BILL PRESENTATION:
Was the bill presented in a clean bill fold/tray with hotel pen?
If cash payment, was receipt automatically offered (i.e. bill displays settlement
by cash)?
If credit card payment did employee verify signature?
THE EMPLOYEE:
Did the employee have a good working knowledge of the English language?
143
Did the restaurant menu offer a varied selection of dishes (i.e. starters, main
courses and desserts)?
Did the food directly resemble its description from the restaurant menu?
TABLE LAYOUT:
Was the table cloth clean, pressed and free of any stains/tears?
Was correct cutlery used for its intended purpose and was it clean and
matching in pattern?
Was cutlery silver in the case of a formal restaurant and good quality
stainless steel in the case of an informal restaurant?
Were the salt and pepper cruets available and if so clean and full?
144
Were all walls clean and free of any chips, scuffs or marks?
Were the table/chair legs free of any scuffs/scratches and matching in color?
145
STANDARDS - RESERVATIONS:
Did the employee answer the phone with the appropriate greeting, identify the
department and offer assistance?
Did employee obtain the guest's name and use it at least once during the
conversation?
Did host ask if smoking or non smoking was preferred (where applicable)?
STANDARDS - ARRIVAL/SEATING:
Was the guest greeted or acknowledged within 30 seconds upon entering the
restaurant?
Did the host ascertain guest's name and use it during interactions?
Did host ask if smoking or non smoking was preferred (if applicable)?
Did the host seat the guest within 1 minute of their arrival?
Did host explain any specials of the day where applicable (i.e. soup, fish, etc.)?
SERVICE:
146
Was initial drink order offered and served within 5 minutes of the guest seating?
Did the waiter approach and greet the guest within 5 minutes to take the food order?
Was waiter able to answer any questions with regard to the menu and its ingredients?
Did the waiter maintain eye contact with the guest ordering?
Did the waiter obtain full and complete orders (i.e. cooking instructions,
accompaniments, etc.)?
Was the wine/beverage order taken within 5 minutes of the food order?
Did the employee have good product knowledge with regard to the wines/beverages?
Were bread/rolls and butter automatically served (minimum three types of bread/rolls)
unless ethnic cuisine being served?
Was the correct starter/main course served to the appropriate guest without
prompting?
In the case of two people dining, were dishes served to both guests at the same
time?
Were all plated items served/cleared with as little disruption to the guest as possible?
Was plate crest positioned in either the six o'clock or twelve position accordingly?
Was order announced upon its presentation to ensure accuracy and guest
satisfaction?
Were all appropriate condiments automatically offered (i.e. mint sauce, horseradish,
mustard, ketchup etc.)?
Were condiments served in appropriate containers (i.e. decanted from the bottle)?
If guest leaves the table at any point, did the waiter neatly fold napkin for the guest's
return?
Were dishes cleared within 2 minutes of all guests finishing their meals?
Did the waiter remove side plate, side knife, butter and cruets on completion of main
course?
147
Was dessert served within ten minutes of order being taken unless the employee
informed the agent of an expected delay?
Did waiter clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.)?
Did waiter automatically offer coffee/tea refills (cups must not be left empty for more
than 2 minutes)?
Did waiter replace ashtray after two cigarettes had been extinguished?
Did an employee visit the table to ascertain at any point if service was satisfactory?
WINE/BEVERAGE SERVICE:
Did the waiter present the wine to the guest (in the case of by the bottle or wine by
the glass) ?
Did the waiter pour a small amount of wine for host to sample?
Was red wine served at room temperature and white wine chilled?
Did the waiter top up the wine/water glass when 1/3 full?
Was the beverage poured in front of the guest in the case of canned, bottled or mixed
drinks (i.e. not pre-poured)?
If wine by the glass is ordered, did the waiter present the bottle to the guest and pour
directly from the bottle?
Did the waiter handle glassware by the stem and base of glass at all times?
Did waiter offer additional drinks within 2 minutes of initial drinks being finished?
SALES:
148
Did waiter up sell with wine order (i.e. recommend a wine to accompany the meal)?
Did waiter automatically offer additional bottle of wine/water upon completion of the
first?
If no dessert was ordered, did waiter offer an alternative (i.e. sorbet/cheese course)?
BILL PRESENTATION:
Was the bill presented in a clean bill fold/tray with hotel pen?
If cash payment, was receipt automatically offered (i.e. bill displays settlement by
cash)?
If credit card payment did employee verify signature?
THE EMPLOYEE:
Did the employee have a good working knowledge of the English language?
Did employee respect guest's presence when interacting with other colleagues?
149
Did the restaurant menu offer a varied selection of dishes (i.e. starters, main courses
and desserts)?
Did the food directly resemble its description from the restaurant menu?
TABLE LAYOUT:
Was the table cloth clean, pressed and free of any stains/tears?
Was correct cutlery used for its intended purpose and was it clean and matching in
pattern?
Was cutlery silver in the case of a formal restaurant and good quality stainless steel in
the case of an informal restaurant?
Were the salt and pepper cruets available and if so clean and full?
Were all walls clean and free of any chips, scuffs or marks?
150
Were the table/chair legs free of any scuffs/scratches and matching in color?
151
Did the employee show good product knowledge when taking the order?
Was a minimum of two white, two red and one Champagne available by the glass?
Did the waiter ask if guest would like ice in his drink (if applicable)?
Did waiter ascertain if guest was eating within the hotel and offer menus (if
applicable)?
If wine by the glass is ordered, did the waiter present the bottle to the guest and pour
directly from the bottle?
Was drink announced upon its presentation to ensure accuracy and guest
satisfaction?
Was the beverage poured in front of the guest in the case of canned, bottled or mixed
drinks (i.e. not pre-poured)?
DRINKS SERVICE
Did waiter automatically serve a minimum of two snacks (snacks can not be preset on
table)?
152
Did waiter offer additional drinks when initial drink was 1/3 full?
Did waiter replace ashtray after two cigarettes had been extinguished?
BILL PRESENTATION:
Was the bill presented in a clean bill fold/tray with hotel pen?
If cash payment, was receipt automatically offered (i.e. bill displays settlement by
cash)?
EMPLOYEE:
Did the employee have a good working knowledge of the English language?
Did employee respect guest's presence when interacting with other colleagues?
153
Were all walls clean and free of any chips, scuffs or marks?
Were the table/chair legs free of any scuffs/scratches and matching in colour?
Was the bar counter clean, dry and free of any debris?
Were all brand bottles prominently displayed, free of any dust with labels facing
forward?
154
ORDER TAKING:
Did the employee answer the telephone with the appropriate greeting, identifying the
department and offering assistance?
Did the employee ascertain the guest's name, and use it at least once during the
conversation?
Did the employee have a good working knowledge of the English language?
Was the employee able to answer any questions with regards to the menu?
Did the employee obtain a full and complete order (i.e. cooking instructions, bread
preference etc.)?
If dessert ordered, did the employee offer the guest the option of serving it upon
completion of the main course?
Did the employee repeat the order either during or at the end of the call?
SALES:
Did order taker have good product knowledge with regards to wine?
THE SERVICE:
155
Lunch/Dinner - 30 minutes
Did the employee either ring the bell or knock lightly on the door (i.e. not
automatically let himself into the room)?
Did the employee greet the guest in a polite and friendly manner?
Did the employee use the guest's name at least once during the interaction?
If a newspaper was on the door did the employee bring it in with the tray?
Did the employee ask where the guest would like the tray/trolley to be placed?
In the case of a trolley did the employee open leaves and secure?
Did the employee extinguish any heating devices prior to entering the room?
Did the employee advise guest that the plate was hot (if required)?
Did the employee explain the various condiments with the meal (if unidentifiable)?
In the case of a breakfast order, did the employee offer to open the curtains?
Was dessert served approximately 15 minutes after the initial delivery (Raffles Brand
only)
BILL PRESENTATION:
Was the bill presented in a clean bill fold/tray with hotel pen?
THE EMPLOYEE:
156
Did the employee have a good working knowledge of the English language?
Was a varied menu available at meal times and a limited night menu available after
hours?
Did the food directly resemble its description from the menu?
Did fresh rolls/bread (minimum three varieties) accompany the meal unless the ethnic
cuisine is being served?
TRAY/TROLLEY LAYOUT:
Was the tray/trolley cover clean, pressed and free of any stains/tears?
Was correct cutlery used for its intended purpose and was it clean and matching in
pattern?
157
Were condiments served with the meal and decanted into the appropriate dishes or in
miniature form?
Were the salt and pepper cruets provided and if so were they clean and full?
In the case of breakfast was there a minimum of three different preserves available?
158
ORDER OF SERVICE:
If employee was observed, was he/she wearing a complete uniform and well
presented?
PRODUCT:
Was the mini bar fridge clean and free of any odor?
Was the mini bar fridge free of any ice build up?
Did the in room bar contain a good selection of beverages (i.e. beers, sodas, juices)?
NB: No spirits required.
Did the in room bar beverages/food items correspond to the printed list?
159
160
17. All hot food to be served hot on hot plates and all cold food to
be chilled on Cold Plates.
18. Daily Specials are to be offered to Guests when menus are
presented to them.
19. All menu items should be available at all times.
20. Explain about the Buffet if a Buffet meal is offered
21. Enquire with guest about meal satisfaction
22. Vacated tables near Guest Tables to be cleared immediately.
23. Always provide underlines for sauces or condiments that go
on a table
24. Serve complimentary snacks with Drinks in a bar
25. All drinks in a bar to go with a Cocktail Napkin.
26. All staff to have knowledge of Food and Drinks Menu.
27. Pull out chairs and assist the guest in seating.
28. Lay napkin for them.
29. Top up Wine, Water and Coffee continuously.
30. Offer another drink when a glass is nearly 3/4th empty.
31. Offer more bread.
32. To double check the bill before giving it to a guest.
33. Give comment cards
34. Clear dirty plates and glasses from the table promptly without
the guest asking for it.
35Clearance to be done promptly: not too fast or not too slow. Let
all the guests on the table finish before approaching the table for
clearance.
36. Always repeat order
162
Date
Dinner knives
Coffee/Tea spoons
Soup spoons
164
Extra Cutlery
Glasses
Water glass
Juice glass
Plates
Dinner plates
Coffee cups
Serving Items
Cream/milk urns
Sugar bowls
Salt and pepper
Butter dish
Serving trays
Side Stands
Miscellaneous
Napkins
Mints
Bus Pans
Sugar packs
Milk
Cream
Tea pot
Bread baskets
Water pitchers
Drink trays
Napkin trays
Tea bags
Tea chest
Garbage cans
Coffee, regular
Coffee, decaffeinated
165
Pre-Meal Checklist
Date: ______ Manager: ______________
166
weather
Kick plates and door handles brassoed clean
Ledges, floors and corners clean of dust and
debris
All light bulbs working in lobby
Lighting acceptable for day-part
All plaques, frames, etc. clean and hung straight
Carpets clean and free of debris
Sauce jars stocked at least at 80% capacity
Birthday card box table clean and stocked
Restrooms
Paper towel dispenser filled
Toilet paper holders filled
Sanitary napkin disposal has fresh bag
All light bulbs working
Music level acceptable
Stall doors clean and free of dust
Baby changing table clean and stocked
Mirrors clean, free of streaks
Vanity wiped clean, no standing water
Soap dispensers filled
Faucets and faucet handles shining
Fresh smell, no bad odors
Front Desk
Front desk clean and organized
Toothpicks, mints, cards, call-ahead cards
Take-out menus stocked
Daily hostess sheet ready all filled out
Daily line-up ready/Floor plan ready
Extra clip board for Friday/Saturday nights
Call aheads written on wait sheet
Menus clean and in good condition
Bar Area
Bar top clean and free of clutter
Fried pasta displayed on bar
Candles lit on bar tables and on bar
Bar glassware stocked to proper level
Bar glassware sparkling clean
All liquor bottles wiped clean the night before
All liquor w/ matching pourers, flagged left
All wine bottles dated /note full bottles opened
All open containers of bar mixes are dated
Fresh fruit cut only for the day/old fruit thrown out
Salt rimmer set up, sanitary
Espresso machine cleaned and maintained
Ample espresso, cappuccino cups and saucers
Bar coolers stocked for days business
Glass doors on bar coolers clean
Inside bar area clean and organized from a
customers view
Three compartment sink set-up
Nothing other than ice in the ice bin used for drinks
No cleaning supplies kept behind the bar
Sanitation bucket with sanitizer
Folded towels placed out of customer view
Dining Room
Music on and at an acceptable level
Lights set for the day-part (changes daily)
All lightbulbs working
Table-top butcher paper free of wrinkles
White linen table cloths free of visible stains
Dining room tables set correctly
Table caddies set correctly and clean
Table tents clean and presentable
Tables have proper spacing
Wait stations have spoons, forks & tri-fold napkins
All ledges, window sills and shelving free of dust
Blinds set at 45 degree angle & clean
Floors clean under tables and in corners
Center island lit and in good condition
Customer surveys out and ready for use
167
Expo Area
Shakers filled with parsley and cheese
All garnishes set (parsley, basil, cheese, lemons)
EVO in sixth pan with brush
Aioli (Penfield) and kale indirect iced
Sanitation Bucket
Two towels (in sanitation bucket)
Roasted red pepper sauce in squeeze bottle
Kitchen
Coffee area set up
Bread area set bread in oven
Ice bin filled in soda area
Tea box filled with various Bigelow teas
Ice Machine working
Paper towel dispensers/soap dispensers filled
Enough condiments stocked from dry storage
168
Smile
Take guest to the door and hold the door open for them.
Give directions.
Perform gracefully.
Prevent complaints.
DONTS
Talk loudly.
Be intimidating.
172
174
Steps of Service
FIRST APPROACH
1. Greet guests with a smile within 1 minute of table being seated.
a. Good afternoon/evening, Hello, How are you?
b. Place a Cocktail napkins on the table as a sign that someone has
greeted them and is attending to their needs
SECOND APPROACH
1. Serve beverages from the right side, with the right hand.
a. If it is not possible to serve from the right,
serve in whatever manner is least disruptive to guest.
b. Using positions numbers, ladies are served first.
c. Use cocktail napkins
2. After serving beverages, offer to take food order.
a. Ladies first.
b. Use position numbers.
c. Use suggestive selling techniques for first courses and side orders.
Direct guests attention to wine list or offer a specific bottle of wine.
Bread and butter service. (After Order before Appetizer) .3
THIRD APPROACH
1. Appetizers are served within 2-4 minutes from time ordered.
a. Using position numbers, ladies are served first.
b. Food is served from the left side with the left hand, or in whatever
manner is least disruptive to guest.
2. Immediately after appetizers are served, check for additional cocktails
and water refills, and cap ashtrays.
175
FOURTH APPROACH
1. Clear appetizers after all guests have finished.
a. Remove from the right, with right hand, or in whatever manner is
least disruptive to guest,
b. Remove and replace used silverware.
FIFTH APPROACH
1.
2. After entrees are served, offer additional beverages or bottle of wine and water refills
SIXTH APPROACH
1. 2 minutes or 2 bites after the food has been served, approach the table
and check for water refills and additional beverages, pour additional wine
from bottle if it was ordered, and cap ashtrays.
SEVENTH APPROACH
1. Clear entrees after all guests have finished.
a. Remove from the right, with the right hand, or in whatever manner is
least disruptive to guest.
b. Crumb the table, and remove and replace used silverware.
2. Suggest specialty coffee and dessert.
Recommend an after-dinner drink (at dinner), present dessert menu to
guests, and recommend and describe
1 desserts along with specialty coffee
EIGHTH APPROACH
1. Beverages are served within 3-4 minutes from time ordered.
a. Served from the right side with right hand, or
in whatever manner is least disruptive to guest.
b. Using positions numbers, ladies are served first.
2. Desserts are served within 4-5 minutes from time ordered.
a. Served from the left side with left hand, or in whatever manner is least
disruptive to guest.
b. Using position numbers, ladies are served first.
c. Served with appropriate silverware.
NINTH APPROACH
1. Check presentation
***The Check should remain in front of every guest the entire time they
176
TENTH APPROACH
1. Payment process: once payment has been made, it should be picked up
and processed promptly, and the change or charge voucher returned
promptly to the guest.
Server/Bartender Basics
Key Elements
1. On Time
2. Appearance
3. Uniform Cleaned and Pressed
4. Good Posture on Floor
5. Hospitality
6. Aware of Guests Needs
7. Teamwork
8. Station/Sidework Completed
Service Points
1. Greet within 2 Minutes with a Smile
2. Suggest a Beverage
3. Describe/Recommend Special/Menu Items
4. Offer to Take Order When Beverage is Served (Except
Dinner)
5. Suggestive Sell
6. Food Served Properly (Not Auctioned)
7. Plates Cleared Promptly (All Guests Finished)
177
8. Suggest Cappuccino/Espresso
9. Dessert Suggest Specific/Bring Menu
10.
11.
Thank Yous
12.
13.
Table Maintenance
Busser Basics
Key Elements
1. On Time
2. Appearance
3. Uniform Cleaned & Pressed
4. Good Posture on Floor
5. Hospitality
6. Aware of Guests Needs
7. Teamwork
8. Station/Sidework Completed
9. Communication Skills
10. Smile
Service Points
1. Greeting Guests
2. Water Service
3. Bread and Butter Service
4. Sidestands Stocked
5. Sidestands Neat and Organized
6. Prompt Bussing
7. Prompt Setting
178
8. Silverware Handling
9. Silverware Clean and Polished
10.
11.
Date ____________________________________
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
31.
32.
____ Bussers
33.
34.
35.
35.
1.
2.
Date ____________________________________
___ meat
___ produce
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
183
AM Manager
PM Manager
DONE
Date
ACTION
COMMENTS
COMMENTS
185
BAR CHECKLIST
UPON COMPLETION
Date:_______________________
Events:_____________________
Initials:_____________________
Closing Notes:
__________________________________________
KITCHEN
Coffee machine is off and entire coffee machine and surrounding area is clean
All water pitchers are properly stored
All bottles are put to recycling bins
All trays are clean and placed back under the stereo cabinet
Back banquet kitchen area is clean and clutter free (no extra tray jax, fluff,
trays etc left near elevator
All silverware is clean and sorted (communicate with DR manager) assume
1 rack per 30pp
All extra cheese and butter chips stored in covered containers and returned to
186
Waiter TRAINING SCHEDULE This copy to be used by the trainer during training shift
then placed back in trainees folder.
Trainer:
__________________________
Trainer:
__________________________
Trainer:
__________________________
Trainer:
__________________________
This is simply an
observation shift for the
trainee, no hands on just
yet. Make sure the trainee
stays close by your side at
all times so you can explain
everything your doing and
why we do it that way.
Uniform review
Punching in on Micros
Tour of facility
Review of company
policies
Uniform review
187
Uniform review
Review punching in and
out
Finding and cleaning
your station
Review steps of service,
again
Carrying a tray properly,
again
Explain The Greet
again
Pre-bussing and why its
important
Buss a table and reset
properly
Garnishing dishes
Utensils that go with
dishes, again
Tearing brown paper
table tops
Proper use of take
out/doggie containers
How to open and serve
bottle of wine
Opening a check on
Micros
Ordering items on
Micros, check 2x!
Closing out a check on
Micros
Uniform review
Punch in on Micros
Find your station, clean
your station
Check your station
Check in at hostess desk
Review 86d items
Greet tables
Sell orders and write
tickets
Anticipating customer
requests
Organize customer
requests, combine
Deliver items carrying a
tray properly
Garnish dishes properly
Utensils that go with
dishes
Close check on Micros
Closing your station
Rolling silverware
correctly & neatly
Dish pit maintenance,
placements
Cashing out
Evaluation form
completed by trainer
Punch in on Micros
Find your station, clean
your station
Checking your station
Checking in at hostess
station
Checking 86d items
Greeting tables
Up selling appetizers and
drinks
Opening & closing
checks on Micros
Understanding ticket
times
Keeping a good pace
with the orders
Carrying a tray properly
Garnishing dishes
properly
Utensils that go with
dishes
Anticipating customer
requests
Organizing customer
requests
Ability of selling desserts
Closing your station
Cashing out
Evaluation form
completed by trainer
188
Rolling silverware
correctly & neatly
Carpet sweeping
Review Dropping The
Check
Evaluation form
completed by trainer
Mngr Reviewing:
___________________
Mngr Reviewing:
___________________
Mngr Reviewing:
___________________
Mngr Reviewing:
___________________
189
__________
DAY ONE
COMPLETION OF PAPERWORK
COPY OF IDENTIFICATION
ORIENTATION
TOUR (kitchen, dry storage, basement)
REVIEW OF TEST #1
ORIENTATION
__________
__________
__________
__________
__________
trainer notes
__________
DAY TWO
FIRST FOLLOW
__________
__________
__________
__________
__________
__________
190
__________
DAY THREE
SECOND FOLLOW
MICROS TRAINING
CONTINUED REVIEW OF SERVICE EXPECTATIONS
CONTINUE REVIEW OF MENU
LEARN GARNISH & FIRE TECHNIQUES
TOUR OF FACILITY
TAKE TEST #2
REVIEW TEST #3
FOOD TASTING
o Menu Items Tasting
191
__________
DAY FOUR
MICROS TRAINING
CONTINUED REVIEW OF SERVICE EXPECTATIONS
CONTINUE REVIEW OF MENU
LEARN GARNISH & FIRE TECHNIQUES
TAKE TEST #2
REVIEW TEST #3
FOOD TASTING
o Menu Items Tasting
__________
DAY FIVE
LEAD SHIFT
192
__________
DAY SIX
193
Employee: ________________________________
Manager: _________________________________
194
CHECK AVERAGE
Servers Check Avg: $ ____________
ABOVE
or
BELOW
TIP AVERAGE
This servers chg tip average compared to the restaurants average is:
or
BELOW
APPETIZERS SOLD
Tables Served: _______ Total appetizers sold: _______
ABOVE
BELOW
ABOVE
BELOW
DESSERTS SOLD
195
This servers average sell rate compared to the restaurants average is:
ABOVE
BELOW
Employee is at or above the restaurant average scores, please focus on improving your scores for next month.
Mandatory termination for three consecutive months of scoring more than 2 below average scores.
2nd
X _________________________________ ________
X _________________________________ ________
Manager Signature
Employee Signature
Date
Date
ACTIVITY
TRAINER
INITIALS
Date ___________________________
(first day of training)
EMPLOYEE
INITIALS
DATE
COMPLETE
D
ACTIVITY
OBSERVED
*
196
197
* Activity Observed is dated when trainer observes employee performing activity in a satisfactory manner.
__________________________________________________________________________________________________________
Managers signature
Date
Trainers signature
Date
198
Week Starting
MON
TUE
WED
THU
FRI
SAT SUN
199
MON
TUE
WED
THU
FRI
SAT SUN
Hostess Station
Clean & wipe down menus
Clean & wipe hostess station
Check entry/wait area floor, clean if necessary
Check floor & sweep/mop if necessary
Clean, dust surfaces in entry/wait area
Review SPECIALS
Review reservations book, note special requests
Stock kid items (crayons and game placemats)
All Stations
200
Week Starting
Stations 1 & 2
MON
TUE
WED
THU
FRI
SAT SUN
Stations 3 & 4
Keep to-go area organized and clean
Maintain sufficient supplies, restock as needed
All Stations
Roll silverware
Make coffee and tea as required
201
Week Starting
Stations 1 & 2
MON
TUE
WED
THU
FRI
SAT SUN
Stations 3 & 4
Wipe down and clean to-go area including shelves
and surfaces
Leave to-go area organized with all supplies and
utensils in proper area
Restock to-go area supplies as needed
All Stations
Clean, check and fill table condiments
Check and clean if necessary, tables, chairs,
booths and dining room floors
202
Week Starting
MON
TUE
WED
THU
FRI
SAT SUN
203
Station 5 Miscellaneous
MON
TUE
WED
THU
FRI
SAT SUN
Hostess Station
Collect all menus
Store reservations book
Clean & wipe down menus
Clean & wipe hostess station
Check entry/wait area floor, clean if necessary
Check floor & sweep/mop if necessary
204
Other
205
Action Required
To Be
Completed
By
Current
Status
Action Required
To Be
Completed
By
Current
Status
Page 208
Action Required
To Be
Completed
By
Wk 1
By
Dish
Dish
Prep
Dish
Grill
Fry
Prep
Dish
Dish
Grill
Line
Grill
Grill
TUESDAY
Haul all trash to dumpster
Clean fryers & filter shortening
Clean & wipe all sinks
Scrub kitchen prep walls
Melt down & clean ice bins
Vacuum & sweep all floors
Sweep all floors
Sweep under equipment on line
Pull & clean behind equipment on line
Clean & disinfect prep cooler
Scrub tile walls on line & prep area
Clean reach-in fridge & freezers
Page 209
Wk 2
Wk 3
Wk 4 Wk 5
WEDNESDAY
By
Wk 1
THURSDAY
Haul all trash to dumpster
Wipe out reach-in refrigerators
Clean under the sinks
Clean fryers & filter shortening
Clean & wipe all sinks
Clean all hoods & filters
Sweep all floors
Sweep under equipment on line
Clean hood filters & grease catch
Clean & disinfect prep cooler
Scrub tile walls on line & prep area
Sweep & wash rear sidewalks
Page 210
Wk 2
Wk 3
Wk 4 Wk 5
FRIDAY
By
Wk 1
SATURDAY
Haul all trash to dumpster
Clean beer keg & bottle storage area
Clean dry storeroom & metro shelving
Clean fryers & filter shortening
Clean kettles & cookers
Sweep all floors
Sweep under equipment on line
Clean inside rotisserie
Clean & disinfect prep cooler
Scrub tile walls on line & prep area
Clean POS equipment & phones
Wash all walls & doors
Page 211
Wk 2
Wk 3
Wk 4 Wk 5
SUNDAY
Wk 1
By
Page 212
Wk 2
Wk 3
Wk 4 Wk 5
Thursday
Mngr ________ date _____
Friday
Mngr ________ date _____
Saturday
Mngr ________ date _____
Sunday
Mngr ________ date _____
Monday
Mngr ________ date _____
Tuesday
Mngr ________ date _____
Wednesday
Mngr ________ date _____
Thursday
Mngr ________ date _____
Page 213
Saturday
Mngr ________ date _____
Friday
Sunday
Mngr ________ date _____
Monday
Mngr ________ date _____
Tuesday
Page 214
Wednesday
Mngr ________ date _____
Position:
Location:
Paperwork Required
Employment Application
Interview Rating Form
Emergency Notification Sheet
Employee Information Sheet
Job Description
Drivers License Copy
Social Security Card Copy
Uniform Agreement
Employee Handbook Signed Receipt
Uniform/Equipment Signed Receipt
Training Manual Signed Receipt
Employee Permits (liquor card, health permit, food safety certification, if applicable)
.
.
.
Handouts/Other Items
Concept Statement
Employee Handbook
Employee Training Manual
Job Description
Uniform Issued
Equipment Issued
Issue Employee Number - #
.
Issue Employee Time Card
Medical Insurance Handbook & Signup Forms
.
.
.
Page 215
Orientation Checklist
1. Did you review our Orientation Manual and was it explained to you?
2. Was your wage explained to you and were you given a job description?
Page 216
12. Can employees be asked by management to open personal storage areas for inspection?
15. How much time can be taken for meals and breaks?
16. What do employees pay for meals provided by the catering department?
19. What is the policy on making and receiving calls at the property?
Page 217
22. What is the policy regarding employee's friends being on the property?
23. Are employees allowed to cash payroll and personal checks on property?
26. How much notice must employees give before taking vacation time?
28. Are employees restricted from being in departments other than where they work?
29. Who on the property should be contacted when media representatives request information?
30. Are employees restricted in the type of information they may give to reporters?
Page 218
Page 219
34. Discuss emergency procedures to follow in the event of building collapse or explosion?
36. What safety regulations and requirements must employees adhere to when operating equipment on the job?
39. List other policies of the hotel which affect employee performance.
40. Were Health and Safety Issues Explained? WHIMIS, First Aid Stations, Proper Work Methods
Accountant
Employee
Date
If items are not complete, this form is to be given to the General Manager. When complete it will be placed in the
employees personnel file.
Page 220
No
1.1
1.2
1.3
1.4
1.5
Grooming Standards
1.6
Trainers
Name
Page 221
Trainers
Signature
Employees
Signature
Date
1.7
1.8
Telephone Courtesy
1.9
No
1.10
1.11
1.12
1.13
Trainers
Name
Trainers
Signature
Employees
Signature
No
2.1
2.2
Social Activities
Trainers
Name
Page 222
Trainers
Signature
Employees
Signature
Date
Date
2.3
Grievances Channels
2.4
Disciplinary Procedures
2.5
Accident Reporting
________________________
Signature & Date of Employee
__________________________________
Signature & Date of Supervisor/Manager
Note: Please attach the completed department orientation checklist with the employees
confirmation review form to HR Department.
Page 223
CONFIRMATION REVIEW
SECTION 1-EMPLOYEES PARTICULARS
Name
Position
Division
Department
Confirmation Date
Check the appropriate box which describes the employees performance during the probationary
period. Please also include explanatory comments.
Meet Standards
KNOWLEDGE OF WORK
Comments:
QUALITY OF WORK
Need improvement
Check the appropriate box to indicate your intention to confirm, extend probation or to
terminate the service of the employee.
To Confirm
To Extend Probation
To Terminate
For any extension of probation period, HR must be informed immediately. Another review
should be done within thirty (30) days. The results of that session should be documented and
submitted to HR Department for necessary action.
Kindly indicate reason/s for extension of probation:
___________________________________________________________________________________
Target date for next review _____________________________
Page 225
_____________________
___________________
_______________________
Page 226
PERFORMANCE
REVIEW
Name
Job Title
This review is to be
completed annually
and returned to
Human Resources by
Location
Starting Date
Page 227
What are the sources of satisfaction from your work? Sources of dissatisfaction from your
work?
Satisfaction.
Dissatisfaction
Rating Key
Constantly Exceeds Standard
++
Page 228
+
=
--
Teamwork/ Relationships
Relation with colleagues
Friendly, courteous, helpful, positive and pro-active
behavior
Relation with new team members
Play a role in making new team members feel welcomed
and at home
Co-operation
Demonstrates cooperation and involvement with interest
in other departments
We at Hotel
Shows genuine care and consideration for other team
members
Self Management
Self-confidence
Calm and assured, works well without supervision
Ownership
Takes responsibility for own work
Page 229
++
Delivery
Initiative
Looks for assignments, proactive
Interest
Shows interest in work/ hotel in general
Problem Solving
Able to solve day-to-day problems independently
Self-improvement
Learns from past experience, seeks to improve
Basic Requirements
Communicating
Ability and willingness to pass on and receive information
Language Skills
Uses correct expression at all times
Personal Appearance
Cleanliness, hygiene, appropriately dressed for work
Punctuality/ Absenteeism
Reports for work on time, no unexcused absences
Professional honesty
Sincere manner, takes responsibility for hotel properties
BRAND STANDARDS
Reservations
Reservations:
Friendly and efficient service with accuracy and
confidence
Front Desk
Hotel Arrival:
Guests feel comfortable, welcome and confident about
being in our hotel
Executive Floor Arrival:
Page 230
Meets
Standards
Often
Exceeds
Standards
Constantly
Exceeds
Standards
Housekeeping
Guest Room Initial Condition:
Rooms that give the warm feeling of home away from
home
Guest Room Daily Service:
Rooms that give the warm feeling of home away from
home
Guest Room Turndown:
Rooms that give the warm feeling of home away from
home
Housekeeping & Maintenance Requests:
Professional service and request for privacy
Laundry & Valet Service:
Attentive, timely and careful handling of guests clothing
Hotel Public Areas:
Guests will enjoy the hotels tidy and comfortable public
areas
Page 231
Page 232
Career Aspirations
What are your career aspirations
2.
3.
Page 233
Appraisers Comments
Date
Grooming Standards
1) Shower or bathe daily
2) Use deodorant daily
3) Brush your teeth regularly and keep them in good repair
4) Keep your breath fresh
5) Use perfume/cologne spray; never use strong fragrances
6) Keep your hands clean; wash hands frequently
7) Keep your nails clean and manicured at all times:
a)
b)
c)
d)
c) Visible body hair (i.e., underarms, legs) must be clean-shaven at all times
d) Keep shoulder-length or longer hair tied back, away from face
e) Small, color-coordinated hair ornaments may be worn
f) Hairpins, ribbons, bands are to be of a neutral color (brown, black, navy blue) or
color-coordinated with the outfit worn
10)
a) Keep hair neatly trimmed; not to extend below the shirt collar
b) Keep sideburns well trimmed; not to extend below the ear. Keep them uniform in
width; no bushy or mutton-chop styles
c) Be clean-shaven at all times, no beards or goatees
Mustaches must be neatly trimmed, not of an extreme style and not to extend past
the upper lip. Mustaches can only be grown during periods of vacations or extended
time off
Page 236
Uniform Standards
Allow enough time to change into uniform before shift begins
Appear at the work station after neatly and correctly attired in
complete uniform
Cleaned in-house: Pick up uniform at ___ prior to starting time,
allowing enough time to change before shift starts. Return a
soiled uniform for a clean one
Wear underclothing at all times; keep it clean and changed daily
Footwear:
1) Wear closed-toe, leather shoes that are conservative in style and
color
2) Keep shoes polished and clean
3) Sandals, boots, thongs, tennis shoes, moccasins, platform shoes or
any other similar footwear are not acceptable
4) Consider safety and comfort when selecting shoes (i.e., non-slip
soles)
5) No run-down heels or holes in soles
Nametags/Badges:
Wear your nametag/badge on the upper left-hand side of your outfit at
all times:
1) Keep your nametag/badge clean
Page 237
Earrings:
a)
b)
c)
d)
Page 238
Page 239
The telephone is meant for bringing two people together not separating them.
People use a telephone when they need help. You call for the same reason.
The one question you need to ask yourself when you answer a call is, Was I of any help?
To an outsider YOU represent our Hotel. Long before your guest has come to visit you, he has received an impression of your
organization through you, so your telephone handling can either project a good image or a bad image of your organization.
Remember you are not talking to an instrument. You are talking to a person.
Treat a phone ringing in your area like a person knocking on your door. Attend to it immediately, just as you dont keep your guests
waiting indefinitely outside your door.
At different times we all play three roles on the phone:
1.
2.
3.
RECEIVER One who answers the call (picks up the phone) .................................C
We have responsibilities under each role. The most responsible role is, perhaps, that of the receiver, because once you have picked up the
phone no one but you can possibly help the caller.
A phone transaction initiated by you answering the call is doomed or saved only by your telephone attitude. So the next time you pick up the
phone, give it the best you have.
1.
Possible Situation
Probable Answers
2.
3.
Page 240
Possible Situation
Probable Answers
6.
DO NOT PUT THE CALLER ON HOLD AFTER PICKING UP THE CALL. IT CONVEYS LACK OF CARING IN THE
FIRST 30 SECONDS AND LEAVES A BAD TASTE.
7.
14.
16.
19.
c.
e.
To departmental extension
Switch to music.
Kindly hold on, Sir.
Switch to music.
Kindly hold on, Sir.
OR
Would you like to hold on, Sir?
Page 241
Possible Situation
Probable Answers
The line is still busy.
31.
the callee
OR
Clarify if absent is :
a)
b)
c)
d)
e)
a)
b)
c)
If your offer of help is declined do not let it bother you as you know that the caller wants to speak
only to the callee. Make this possible by collecting at least two things from the caller his name and
his phone number.
d)
Page 242
Possible Situation
Probable Answers
make a mistake while writing it down
e)
f)
g)
h)
i)
j)
25-Sep-2005
10:30hrs
Dear Mr. Chavez,
Mr. Bill Clinton called re: sale of rockets to
Venezuela. PCB at 3886112 up to 1900hrs and at
6122534 after 190hrs.
Regards,
Nancy
48.
If there is no response from an important customer contact area for over five minutes, inform a senior
person in your company.
49.
Attend to transferring calls urgently, as people are usually made to wait interminable and get easily
annoyed.
50.
Use the language that the caller communicates in, if possible. If you are not familiar with the language
used, take the help of a colleague.
Phrases to Avoid
Instead try
1.
2.
Ya
3.
Yes Sir, Certainly Sir, Very Well Sir, Right Away Sir
4.
What? What?
5.
Who?
6.
Hello
7.
Let me check out for you, Sir, OR, Let me find out
for you, Sir.
Page 243
8.
9.
10.
11.
12.
2.
Yes
6)
No (Go to Q
4.
5.A
If no, what extra duties do you do that need to be added to your Job
Description?
5.B
What duties are no longer part of your job and can be deleted from your
Job Description?
Page 244
Job Analysis
6.
Describe the tasks you regularly perform that are critical to carrying out
your job effectively.
7.
Describe the type of equipment you are required to use (for example,
keyboard, Touch Screen, tools of trade, etc).
8.
9.
Yes
No
Part of a team
10
.
If you work as part of a team, do you perform the same of different work to
members of your team?
11
.
To what extent does your job require you to work closely with other people,
such as customers, clients or people in your own organization? Please
circle.
Very little
12
.
A lot
How much autonomy is there in your job, ie, to what extent do you decide
how to proceed with your work? Please circle.
Very little
13
.
Moderately
Moderately
A lot
How much variety is there in your job, ie, to what extent do you do
different things at work, using several skills and talents? Please circle.
Very little
Moderately
Page 245
A lot
Training Needs
14
.
To perform your current job: What training do you still need (either onthe-job or a formal course) to perform your current job competently (eg,
Excel, bookkeeping, English as a second language, etc)?
15
.
16
.
18
.
What training or development do you need to help make this happen (eg,
external degree study, formal meeting procedures, leadership training,
etc)?
19
.
What training have you attended within the last three years? (This will help
identify if any training sessions have been missed or if any refresher
training is required.)
20
.
What training or skills have you acquired outside your current job that may
be relevant to the wider organisation?
Action Plan
Agreed training and development to be provided over the next 12
months:
(Record the details of training courses, on-the-job experiences, buddy
systems or mentor arrangements, and include the recommended dates the
staff member can expect these to occur.)
Training
Date
Signature of Staff
Member
Date :
Signature of
Supervisor
Date :
Page 247
Signature: _________________
Target/
Goals
Page 248
Period
(Start/En
d)
Measurable
Results
___________________________
___________________________
Manager
Employee
Policy:
Degrees of discipline are generally progressive and are used to ensure that the
employee has the opportunity to correct his or her performance. There is no set
standard of how many oral warnings must be given prior to a written warning or
how many written warnings must precede termination. Factors to be considered
are:
Exceptions:
For serious offenses, such as fighting, theft, insubordination, threats of violence, the
sale or possession of drugs or abuse of alcohol on company property, etc.,
termination may be the first and only disciplinary step taken. Any step or steps of
the disciplinary process may be skipped at the discretion of [company name] after
investigation and analysis of the total situation, past practice, and circumstances.
In general, several oral warnings should, at the next infraction, be followed by a
written warning, followed at the next infraction by discharge. This is especially true
in those cases where the time interval between offenses is short and the employee
demonstrates a poor desire to improve his/her performance.
Second
offense:
Suspension
or
termination
leaving your job or your regular working place during working hours for any
reason without authorization from your supervisor, except for lunch, rest
periods and going to the restrooms
leaving work before end of shift or not being ready to go to work at the
start of shift
petty thievery
Probation
You may be placed on probation in connection with the written warning for a period
of time determined by [company name]. Wage increases, vacations and transfers
will not be given during this period, but all other benefits will continue.
Page 251
Investigative suspension
An investigative suspension is a period, not to exceed three (3) working days, during
which time an employee is relieved of his or her job because of alleged serious
misconduct.
An employee may be placed on investigative suspension when it is necessary to
make a full investigation to determine the facts of the case, as in a fighting,
insubordination or theft incident.
If after the investigation:
discharge is warranted, the employee shall not be paid for the period of
investigative suspensionthe discharge shall be effective on the date of
the termination interview.
Disciplinary Suspension
A disciplinary suspension is a period of not more than three (3) days and may be
given in addition to the investigatory suspension or as punishment for the violation.
The employee is relieved of his or her job assignment because of serious or
repeated instances of misconduct and shall forfeit pay lost as a result of the
suspension in situations where there is no specific instance of conduct that is so
outrageous that justifies termination but there is a pattern of conduct where the
employee has continually engaged in one minor infraction of the rules after another
and has received a documented verbal and/or written warning for rule(s)
infraction(s). Disciplinary suspension would generally not be used as a form of
discipline for employees with attendance problems.
Crisis suspension
A crisis suspension is given at the discretion of the supervisor when action must be
taken immediately.
Page 252
Discharge
When the employee is discharged as a result of a serious offense, or as the final
step in an accumulation of infractions for which a warning notice or notices have
been written, the employee will be discharged for cause instead of being given the
option to resign, be laid off, or retire.
Discipline Checklist
Follow these steps in exercising progressive discipline with an employee:
Before the Meeting
Arrange to meet with the employee privately. Do not discipline an employee in
public or in front of other workers.
Prepare for the meeting by reviewing your notes and files about both the specific
incident or problem in question and any past discipline taken, either verbal or
written.
During the Meeting
Explain to the employee why youve called the meeting if the employee doesnt
know already.
State the specific problem in terms of actual performance and desired
performance.
Review your progressive discipline policy/program with the employee, and
explain what steps have been taken already and what the next step is.
Give the employee a chance to respond, explain and defend his or her actions.
Acknowledge the employees story and be sure to include it in your notes of the
discipline session.
Tell the employee that you expect his or her behavior to change. Give specific
examples and suggestions.
Indicate your confidence in the employees ability and willingness to change the
behavior.
Have the employee repeat back to you or otherwise confirm that he or she
understands the problem and is clear on what changes are expected.
Explain to the employee that you will write a memo summarizing the session as
documentation.
Reassure the employee that you value his or her work and that you want to work
with the employee to make sure that he or she can continue to work at your
business.
Page 253
Written Warning
A written warning is more serious than a verbal warning and represents a
progression in the progressive discipline process.
In documenting a written warning, include:
the employees name
Page 254
Anniversary Card
Celebrate the Employees date of hire with an anniversary card. Include a gift.
If we want to retain our employees (associates) we must celebrate them. An
associate who has been with us a year and up is worth their weight in training costs,
so we should let them know they are special.
Page 255
Banquet Facility
Staff will be entitled to a 10% discount on all food purchases.
Birthday Celebration
A once a month property birthday party to celebrate every staff birthday that occurs
during the month.
Call-in Bonus
Have you ever been planning you day off and the phone rings and off to work you
go. It isnt a good feeling is it and you're the manager. How do you think a room
attendant or guest service representative feels. Not very Happy, I assure you.
I know a hotel where they go in when they are called. Why? They make their hourly
wage and a $ bonus for working on their day off.
Dry Cleaners
All staff will be entitled to a 30% discount on all dry cleaning. Dry cleaning left at the
front desk by 9 a.m. will be returned by 6 p.m. All bills must be settled in full at the
front desk before picking up the laundry.
Fathers Day
Fathers Day gift certificates
Halloween
Halloween costume contest and pumpkin carving contest. The guests are the
judges.
Happy Birthday
Every employee will receive a Birthday Card on the appropriate date. In addition,
each staff member who has been with the property for over 1 year will receive one
pair of movie passes.
Page 258
Mothers Day
Mothers Day corsage or rose
Restaurant
If you have a property restaurant, staff are entitled to a discount of 20%. This
discount may be extended to immediate family members who join you.
If you are taking food from the restaurant during working hours (breakfast, lunch,
dinner etc, you will receive 40% off the price of the meal.
June
January
May
February
March
April
Service Awards
Service Award Employee of the Year
This Service Award will be given to recognize the employee (all employees except
Department Heads and higher are eligible) who best exemplifies the I Can Do It
attitude to our guests and fellow employees with a consistent outstanding level of
service over the course of the year.
Election Procedures
During the first week of November, ballots will be distributed to all employees.
There will be a seven day period for employees to submit their choice to the
Human Resources Manager with an explanation as to why they chose this
individual. Only in the case of a tie will the General Manager vote.
As winner of the Employee of the Year, the individual will receive the following:
1.
2.
3.
4.
A certificate
$ cash award
A weekend for two at the Name of Hotel, with breakfast & dinner.
A copy of the certificate will be copied to your personnel file
Page 259
Valentines Gift
Page 260
Other Suggestions
Pizza parties/or free meals
Weekly raffles for prizes
Day-off scheduling flexibility
Clean and comfortable place to take breaks
Refrigerator in the break room stocked with soft drinks
Weekly or daily motivational meetings
Free week of child care
Wall of fame photographs
Positive comments from guests posted on a bulletin board
Personal note of thanks in the employees pay envelope
Employees birthday off with pay
Movie or sport event tickets for the employees entire family
Page 261
Page 262
UPON COMPLETION
FRONT DESK
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
BAR
Coffee machine on
Cheese graters stocked and cheese in zip lock bag on the line
Sections posted
86 board update with notes / 86 items
Oak room heat off (if on in winter)
GENERAL
Sunday
KITCHEN
Page 263
them.
Page 264
UPON COMPLETION
STAFF CHECKLIST
GENERAL CHECKLIST
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
FINAL WALKTHROUGH
All basement and office lights are off including coolers, freezers, boiler room
All kitchen lights are off
All banquet & dining room lights are off including Wine, Tower, Oak rooms, Specials table
Bathroom lights are off
Oak room heat off (if on in winter)
Dining Room and lobby HVAC turned off, double check ballroom HVAC
Coffee machines, heat lamps, dishwasher, ovens and stoves are off
Music is turned off, double check ballrooms
All doors are locked, double check office entrance
Wine room painting and fan is off
If winter, leave entrance heater on, turn ladies room heater off
FINAL CLEANING
All server sections are hokied (chairs moved, booths pulled out)
Busser station is swept & mopped
Bar is swept & mopped, trash removed
Lobby is swept & mopped, trash removed (lobby mop after all guests are gone)
Bathrooms are cleaned, trash removed
Banquet lobby is cleaned
LOOKING AHEAD
Page 265
Page 266
Page 267
Page 268
this time, your goal should be to have your team starting on floors:
FOH person sweeps.
Kitchen/Dish puts soapy solution on floors.
Cooks Line deck scrubs.
FOH squeegees.
Kitchen/Dish rinse mops.
Cooks Line begins clean up at tool station.
Page 270
9:00Close
Follow up on any unhappy Customers: Get names, address & return gift certificates?
Calculate the daily sales and labor costs, how well did you manage them today?
Page 271
Monday-Fridays
Begin at 4:00pm
KM or Kitchen Supervisor AND Opening Dining Room Manager
Complete by 4:45pm
Pre-Meal Checks
Monday-Fridays
Begin at 3:00pm
Done by Closing Dining Room Manager
Complete by 3:15pm
Page 272
Set up front desk & lobby for busy night (pagers, wait sheets etc.)
Set up wine tasting trays, bottles and cups
Set up food tasting trays, toothpicks and napkins
Sunday Activities
Food inventory
Liquor inventory
Labor analysis
Revenue calculations
Profit analysis
Weekly re-cap (staffing, food, maintenance, etc.)
Notes for the Friday meeting to make the weekends more profitable
Page 273
Date
Weather:
Front Office
Yes No Comments...
Read Duty Manager Book
Discuss any current problems with GSRs
Review Occupancy situation
Have all group blocks been released?
Has the Discrepancy Report been completed?
Are any rooms off-market? Get them back!
Have all 4 pm non-guaranteed reservations been
cancelled?
Has the internet been checked for reservations?
How many rooms are left to sell?
Shop competitive properties. What rates charging
tonight?
What rate are the GSRs selling?
Has the rate been set re-set to sell out?
If sold out, refer to:
Best Practices
Are courtesy calls being made?
Duty Manager to help!
If sport teams in-coming, are team forms being
signed?
If groups are arriving, have rooming lists been
entered?
For group blocks, have rooms been pre-assigned, keys
made?
Have all reservations been reviewed and entered
correctly?
Page 274
Yes No Walk-Around
Stairwells/Corridors
Clean of refuse, room service trays
Ice & vending areas clear & Operation
Emergency exits clear and well lighted
Fire fighting equipment in place
Storage doors locked
Pool clean, enough towels
Security Check
Page 275
Yes
No
Date: ________________________
BEFORE THE INTERVIEW - Select two questions to ask in each behavior dimension.
AFTER THE INTERVIEW - Review your notes, adding comments. Establish a rating for each competency
on the individual interview sheet. Transfer the appropriate rating below.
Scale
5
Exceptional
Fully Qualified
Unacceptable
Administration
Communication
Interpersonal
Leadership
Motivation
Organizational Knowledge
Organizational Strategy
Self-Management
Thinking
Page 276
Rating
_____________
Capable
Weak
Overall Impression
Exceptional
Strong
Page 277
Very Weak
ADMINISTRATION
1. Give me an example of a time when you were effective in doing away with the ~constant emergencies
and surprises" in your work climate. How did your planning help you deal with the unexpected?
2. Tell me how you keep track of the multiple priorities in your current job. Give me an example that
demonstrates your ability to organize and maintain a system of records to facilitate your work.
3. Organizing and scheduling of people and tasks is a necessary function in managing a productive work
environment. Tell me about a specific work situation that illustrates your organization and scheduling
ability.
4.
Time management has become a necessary factor in personal productivity. Give me an example of a
time management skill you have learned and applied at work. What resulted from the use of the skill?
COMMUNICATION
1. What has been your experience in making presentations or speeches to small or large groups? What has
been your most successful experience in speech making?
2. Tell me about a specific experience that illustrates your ability to influence another person verbally. What
did you have to convince them of? How did you go about it? What was the result?
3. This job will require you to spend large amounts of time talking to others. When have you had to work in
this type of situation and how did it affect you?
4. Tell me about a time when active listening skills really paid off for you. Maybe a time when other people
missed the key idea in what was being presented?
INTERPERSONAL
1. The correct understanding of differences in personality can impact on work decisions, such as work
assignments, employee motivation and conflict management. Tell how your knowledge of personality
differences benefited your effectiveness.
2. Building rapport is sometimes a challenging thing to do. Give an example of a time when you were able to
build rapport with someone at work, even when the situation was a difficult one and the odds were against
you.
3. From time to time, all of us are confronted by someone who wastes our time Tell me about a situation like
that. What did you do?
4. Reading people can be an important skill. At work, when has your analysis of another's motives and
feelings paid off for you?
Page 278
LEADERSHIP
1. Tell me about a time when you had a subordinate who was not performing up to expectations or who had
poor work habits. How did you deal with that employee?
2. Building a team spirit to get results is often a very difficult thing to do. Tell me about a time when you had
your greatest success in building a team. What specific results did the team accomplish?
3. There is a big difference between being committed to an individual or to a team. Tell me about a time when
your commitment to a person was tested because of your commitment to a team. Explain what you did and
why.
4. Describe a time when you worked with others who did not work well together. What did you do and what
was the result?
5. Being able to change another person's behavior is a skill and a responsibility of managers. Tell me about a
time when you were successful in this area. What was the payoff for you, the other person and the
organization?
6. Sometimes we use the authority of our position to lead and sometimes we lead by example. Give me an
example of a time when you did each.
MOTIVATION
1. Give me an example of any specific time when you found it necessary to give long hours to the job. For
example, tell me about a period when it was necessary to take work home, work on weekends, or maintain
unusually long hours. Be specific.
2. We all have to make decisions on the job about the delicate balance between personal and work objectives.
Tell me about a time you had to make personal sacrifices in order to get the job done. Tell me about a time
when it was not possible to change a personal commitment to meet demands of work. How did you deal
with each situation?
3. Sometimes we feel a great sense of urgency to get short-term results. Other times we are more "laid back"
in our approach to work. Tell me about times when you used each approach.
ORGANIZATIONAL KNOWLEDGE
1. How long were you at before you felt comfortable in the job? Which parts took the most time or were the
most difficult to learn? Why?
2. Give an example of an assignment, which utilized your expertise in this field to the full extent. Describe
the task and what you did.
3. What certifications do you hold that are work related? Do you have the opportunity to be active in any
professional organizations? If so, which ones and what is your participation level?
4. Describe a time when you used tools such as survey data, financial reports or statistical data as important
Page 279
SELF-MANAGEMENT
1. You have probably had a situation where you have worked really hard enforcing a new procedure and were
then told to change and to do things differently. How did you handle that situation?
2. Sometimes it is necessary to work in unsettled or rapidly changing situations. When have you found
yourself in this position? Tell me exactly what you did.
3. Tell me about the last angry customer you dealt with. Be specific about what the issue was and how the
issue was resolved.
4. At some time, we all deal with interpersonal conflict or rejection at work. Give me a time when you faced
these demands.
5. Describe a high-pressure situation you had to handle at work. Tell me what happened, who was involved
and what you did in terms of problem solving.
6. Give me an example of a time when another individual really tried your patience. Specifically talk about a
time when you were angry or frustrated and felt like fighting back.
THINKING
1. Give me an example of a project that you took on this past year that involved a great deal of planning.
2. Describe a tough decision you have had to make in the past 12 months. What was the process for decisionmaking and what was the result?
3. In many problem situations, it is often tempting to jump to a conclusion to resolve the situation quickly.
Tell me about a time when you did this and later wished you had not. What did you learn from this? Tell
me about a time when you resisted this temptation and thoroughly obtained all of the facts before coming
to a decision.
4. Describe a time when you were proud of your ability to use your mathematical knowledge or research
techniques to resolve a problem at work.
Page 280
Auditable Function:
Discussed with:
Date:
Question
Yes
No
Officers
Band
Other
discount .%
Page 281
N/A
Comments
Page 282
: _______________________
: _______________________
Reviewed By : ________________
Date
: ________________
Audit Steps
1. System Documentation
Page 283
WP Ref.
Audit Steps
2. Guest Orders/Captain Orders
3. Guest Bills
Check the guest bills to the respective guest order and the menu
price of the items ordered. Ensure accuracy of billing.
Ensure that the guest orders are serially numbered, matched to the
respective guest bill and are properly accounted for at the end of
each shift.
5. Bars
WP Ref.
Audit Steps
-
6. Room Service
Ensure that the waiters dockets recording room service orders are
serially numbered and properly controlled.
Ensure the waiters dockets are matched to the food release docket
from the room service kitchen and are properly accounted for at
the end of each shift
Test check the billings and ensure they are charged correctly to the
respective guest.
7. Voids
Trace the void total per the final reports to the actual void
checks. Sight evidence of management review.
Page 285
WP Ref.
Audit Steps
8. Banquet & Conference
Ensure the events were recorded on the Functions Diary with the
above details together with an analysis of the facilities required.
The entries in the diary should have an authorising signatues.
Page 286
WP Ref.
: _______________________
: _______________________
Reviewed By : ________________
Date
: ________________
Audit Steps
1.
a
Purchase
Quotation
b.
Purchase Order
WP Ref.
Audit Steps
does not exceed the maximum inventory level. If exceeded,
customer order is needed to support the purchase.
2.
Receipt
3.
Storage
Ensure the method and place of storage is appropriate for the item.
Ensure the shelves are strong enough for the product, allow air
Page 288
WP Ref.
Audit Steps
circulation and easy to clean.
4.
Usage
Perform yield test for high cost food items to ensure actual
utilization rate as compared to standard utilization rate is
acceptable.
Ensure bottles and sales slips for high cost beverage items are
returned to storeroom to exchange for new issues of beverage.
Empty bottles must be destroyed by store personnel to avoid
duplicate issue of beverage.
5.
Cost
WP Ref.
Audit Steps
Check food and beverage cost only includes costs incurred for
revenue generating activities. Costs incurred for non-revenue
generating activities (i.e. duty meal and entertainment) are treated
in accordance with the nature of the activity.
Ensure weekly food and beverage cost report has been prepared
for timely control of food and beverage cost.
Page 290
WP Ref.
Monday
Mngr ________ date _____
Tuesday
Mngr ________ date _____
Wednesday
Mngr ________ date _____
Thursday
Mngr ________ date _____
Friday
Mngr ________ date _____
Saturday
Mngr ________ date _____
Sunday
Mngr ________ date _____
Tuesday
Mngr ________ date _____
Wednesday
Mngr ________ date _____
Thursday
Mngr ________ date _____
Page 291
Monday
Friday
Saturday
Mngr ________ date _____
Sunday
Mngr ________ date _____
Page 292
Page 294
ITEMS TO BE INSPECTED
OK
Parking Lots
1. Are lot surfaces free of tripping
hazards?
2. Is parking area well illuminated?
3. Is there a maintenance program to
keep the area free of ice and snow
(where applicable)?
4. Are sidewalks in good condition, free
of tripping situations?
Front Drive and Hotel Entrance
5. Is drive area in good condition, free of
tripping/slipping situations?
6. Are access lanes to hotel kept free of
parked cars to allow for the arrival of
emergency vehicles?
7. Are curbs or other types of elevations
painted or clearly identified to prevent
tripping?
8. Do entrance doors work smoothly and
are they free of sharp edges that could
cut or snag?
9. Are threshold plates secure and free
of protruding screws etc.?
10. Are solid glass doors marked with a
decal or some form of identification to
prevent guests from walking in to
them?
11. Do door closure devices work
Page 295
SEVERIT
Y
A B C
COMMENTS
Page 296
SEVERIT
Y
OK
A B C
ITEMS TO BE INSPECTED
26. Are fire exits clearly visible and fire
exit directional signs illuminated?
27. Are fire exits kept free of obstructions
such as table and chair setups?
28. Is carpet in good condition, free of
tears and snags that could cause
tripping?
29. Are electrical cords, etc. taped down
when used in meeting rooms?
30. Are meeting rooms inspected prior to
use by guests?
31. Are chairs and tables, riser platforms
and steps inspected prior to use? Do
they meet hotel safety standards?
32. Are risers or staging set-up against
walls or with railings to prevent guests
from stepping off the rear?
33. Are riser steps free of defects, secure
and steady?
34. Are service doors clearly marked to
avoid confusion with fire exits?
35. Are service doors identified for IN and
OUT directions?
36. Are ash urns, etc. kept out of normal
traffic patterns?
37. Are floors maintained during
operating hours?
38. Are entrances free of obstructions?
39. Is area well illuminated?
40. Are chairs/tables inspected regularly
to ensure steadiness?
41. Are fire exits clearly marked and are
signs illuminated?
42. Are bus areas kept clean and in good
order?
43. Are glasses stored away from ice
bins?
44. Is area inspected prior to opening?
45. Are children seats (high chairs)
secure and steady?
Page 297
COMMENTS
SEVERITY CODES: A Immediate Danger; B Likely to cause serious injury; C Likely to cause minor injury
ITEMS TO BE INSPECTED
OK
SEVERIT
Y
A B C
COMMENTS
Page 299
SEVERITY CODES: A Immediate Danger; B Likely to cause serious injury; C Likely to cause minor injury
ITEMS TO BE INSPECTED
OK
SEVERIT
Y
A B C
COMMENTS
OK
SEVERIT
Y
A B C
Date Reported
Page 301
COMMENTS
Date of Employment
Age
Home Address
Telephone Number
Occupation
Address of Physician
Address of Hospital
What are the basic reasons for the existence of these factors?
Date Reviewed
Other Information
Investigated By
Management
Page 302
HSC
Date
Page 303
Page 304
Problem Description
Page 305
Completed
By
Date
Purchasing Checklist
Current
Status
Action Required
To Be
Completed
By
Current
Status
Page 307
Action Required
To Be
Completed
By
Receiving Checklist
Current
Status
Action Required
To Be
Completed
By
Current
Status
to
Action Required
To Be
Completed
By
Storage Checklist
Current
Status
Action Required
To Be
Completed
By
Current
Status
Action Required
To Be
Completed
By
Competitor Review
Competitors Name
Reviewer
Location
Date
Day of Week
Number of Seats
Meal Period
much better
3
about the same
Rating
1
not as good
Comments
Location convenience
Parking accessibility
Overall atmosphere
Dining room dcor
Noise level
Seating comfort
Maintenance of interior
Restaurant cleanliness
Restroom cleanliness
Page 312
from $
to $
from $
to $
Sandwiches
from $
to $
Side dishes
from $
to $
Entres
from $
to $
Desserts
from $
to $
Coffee drinks
from $
to $
Specialty beverages
from $
to $
Page 313
The 3 top things this restaurant does well that we should try to emulate are:
1.
2.
3.
Additional comments/explanations:
Hotel
Name
Rack
Corporate
Senior
Government
Weekend
Contract
Promotional
AAA/CAA
Page 314
New/Existing
Telephone
Division/Department
Title
Address
City/Province/Postal Code
Relationships:
DECISION
MAKERS/INFLUENC
E
Area Of Influence
NAME/TITLE
Page 315
Key Information
Page 316
Page 317
Other Hotels:
And Why:
Past Experience:
Our Hotel:
Major Satisfiers:
Opportunities
Page 318
Page 319
ADR
Room Revenue
Objective
Page 320
Name of Company
Telephone
City
Fax
Province
Postal Code
Province
Postal Code
Contact Person
City
President
Controller
Name of Bank
Account Number
Telephone
City
Fax
Province
Postal Code
Contact Person
Credit References:
Name of Company
Telephone
City
Fax
Province
Postal Code
Contact Person
Name of Company
Telephone
City
Fax
Province
Postal Code
Contact Person
Name of Company
Page 321
Telephone
City
Province
Fax
Postal Code
Contact Person
In signing this credit application, we acknowledge that the terms of payment are due upon 30 days.
Failing to meet these terms will result in suspension of direct billing privileges until the account is paid in
full.
Authorized Signature:
Date
Credit Limit
Arrivals
_____
Available Rates _____
Arrivals
Billing Information
Rates
Special Notes
2
Arrivals
Billing Information
Rates
Special Notes
Page 322
Notes:
Today's Date:
Telephone
File No.:
In-House
Trace Date:
Other
Salesperson:
C.C.:
Name of Organization
Contact, Title
Other
Address
City/Postal Code
Telephone
Fax
Meetings
Meeting Frequency
Attendance
Banquet
Banquet Frequency
Attendance
Other
Specify
Page 323
Action Required/Follow-up:
Mailed Info Package:
Made Appointment:
Follow-up Date:
By Phone
In Person
Week Ending:
Contact
Day/Time
Page 324
Call Goal
Company
Contact
# Rooms
# Nights
Average Rate
Day/Time
Call Goal
Average Rate
Contact
Lost Business:
Company
Contact
# Rooms
# Nights
Page 325