Comfort Inn & Suites MeridenFront Desk Employee Success BookWelcome to the HP Hotel Family!

IMPROVE TO SUCCEED

“To improve is to

change, to succeed is

to change often.”

- - -Churchhill

Front Desk Duty Tip Phone etiquette

SMILE guest can tell and always answer in three rings or less. With: THANK YOU for calling the Hampton Inn Waterbury this is name, how may I help you. And end the conversation with: “My pleasure to transfer you” or “ is there any thing else I can do to assist you today”

Property Information

Know your hotel! In this section you will find:Number of roomsRoom typesAmenities we offerTips

Front Desk Tip:IS ENTHUSIASM IMPORTANT IN GUEST CONTACT POSITIONS?

Enthusiasm is one of the most powerful engines of success.

When you do something, do it with your might. Put your whole soul into it.

Stamp it with your own personality.Be active, energetic, be enthusiastic and faithful, and

you will accomplish your objectives.Nothing great was ever accomplished without

enthusiasm. ------------Ralph Waldo Emerson

Physical Property Information

Room Types # Of Rooms Room Descriptions

Standard Kings Guest Room with one King Bed, an armchair and Large Desk with Ergonomic Chair.

Standard Double Queens Guest Room with two Queen Beds, arm chair, and Large Desk with Ergonomic Chair.

All Guest Rooms and Suites Include:Microwave, micro-fridge, hairdryer, iron and ironing board, coffee

maker.

Meeting Space 500 sq feet. Available for 2-45 people based on requested set-up.

All rooms are Non-Smoking. There is a fee for smoking in a room that you must inform the gust about at check in.

Hotel Features and Amenities:

FREE wireless high speed FREE Breakfast Bar with new hot

items available 6am to 10 am daily. 24 Hour Business Center with

Computer, High Speed Internet Access, Copier, and Fax

24 Hour Fitness Center

Sparkling heated indoor pool – open 8am to 10 pm daily

Complimentary USA Today Handicap Accessible Guest Rooms Free On-Site 24 hour Guest

Laundry Valet Same Day Dry Cleaning

Service Free coffee & tea service 24 hours

More Property Information

Common Guest Room Questions Cont.Q: How do I get my internet to work?A: (if it is not a simple answer) “We offer a 24 hour

help line, I would be glad to call them and connect them to your room.”

Q: Can you bring me a coffee pot?A: The coffee maker is a single server. All you

have to do is put one cup of water in the top, put a coffee tray in and put your cup under the tray.

Can you think of any others?

Common Questions about the Rooms

Q: How do I work the thermostat?

A: First of all which one is it? If it is on the wall you hit the tempter up or down and you should see the mode change. If it on the unit it self then you will need to adjust the dials to your comfort level.

1st Shift Tips

First shift main responsibility is the check out process. Be sure you offer to make new reservations and handle any complaints!

In this section you will find:Check outsHow to say Good byeThings to do when it is slow

Front Desk Duty TipCheck Outs

When a guest comes to the desk use this time to thank them and find out if there where any issues. We WANT to fix them before the guest leaves.

FINE is not good!

Good ByeCheck out is our last chance to impress our guest

and get them to come back. Use this time to ask important questions:

“Thanks for staying with us, how was your stay?” “Is there anything we could have done differently

to improve your stay with us?” “Can I book you another reservation?” “do you need directions to your next

destination?”

Most Important: “Thank you for staying with us!”

1st Shift To Do’s During Slow Times In addition to your shift checklist there are many other items that need to be done. As a team player you should

always be doing something to help the guest and your fellow team members. Below is a list of items you should be doing on first shift when you have time.

Make direction cards to most commonly requested destinations such as malls, restaurants, local companies. These should be kept in a file box at the desk.

Dust and vacuum back office area. Help sales office with fax blast projects or

mailings Research possible sales leads on line through

Google or other search engines.

2nd Shift Tips

Second shifts main responsibility is Check in’s. Time to make a great impression.

SMILE!!!

In this section you will find:Check in’sThe Art of welcomingTracking list

Boothe Memorial Park and Museum, listed on the National Register of Historical Places, showcases an assortment of architecturally-unique structures.

Front Desk Duty Tip Check In……

This should be as fast as possible but still informative. If it is a new guest to us, give them the lay out of the hotel and let them

know what amenities we offer. Get payment method and address if we do not have it. For tracking purposes make sure the company info is correct (if not fix

it) Verify the number of nights and rate! Always offer a wake up call! Also you may want to offer a restaurant or an attraction depending on

the guest.

HelloCheck In is our first chance to impress our guest. Use this

time really go the extra mile: In addition to the wake up call be sure to make

suggestions on restaurants and things to do. Letting the guest know about breakfast is important but

be sure they know about other amenities as well, such as off site fitness agreements.

Never be afraid to inform guest of any complications that may effect them it will be much better then if they find out on their own.

Most Important: “Thank you for staying with us!”

2nd Shift To Do’s During Slow Times In addition to your shift checklist there are many other items that need to be done. As a team player you should

always be doing something to help the guest and your fellow team members. Below is a list of items you should be doing on second shift when you have time.

Research possible sales leads on line through Google or other search engines.

Look up this weeks movie listings or local museum events to share with guest.

Create sorry baskets and cards to have available at a moments notice.

3rd Shift Tips

Third shifts main responsibility is closing out one day and starting the next. You will not see the guest to often so it is important you do your part to serves the guest behind the scene.

In this section you will find:Night audit detailed checklistM3 directions

Misc. section account codes

Things to do when it is slowThere are concerts at Paradise Green weekly during the spring and summer.

M3 Nightly ReportingStep One.

Fill out Managers Daily Report Cover sheet from Clipboard and place managers packet together. These are the reports listed below and any others requested by management

Step Two. Review management reports you just filled out. The reports you may need to reference are:

-Ledger Summary -Hotel Statistics (This report must be faxed every night to 1-203-483-9509, staple confirmation page to report) -Final Transaction Closeout -Hotel Journal Summary (2 Copies one goes into Night Audit Packet & Night Audit Binder) -Occupancy Snapshot (The next 7 days) (2 Copies one goes into Night Audit Packet then Night Audit Binder) -Tax Exempt -Account Balance Report *Note: Please highlight the numbers you need to fill in report.

Step ThreeSign in to M3. Get online, there is a link under favorites that says M3 ApplicationOr type in URL https://login.m3as.com Log in ID: _____________________ PSW: ____________________

Step Four.Put numbers from above listed reports into correct places on the acknowledge screen.

Step Five.If it does say YOU RULE hit rollover and okay.If it does not give you the “YOU RULE” Message DO NOT rollover! Re check you numbers, if you can not get in to say YOU RULE just save it. Leave GM a note to fix ASAP.

M3 View: Detailed Directions

This is what the page looks like.

1. Click on Daily report2. Then Input3. Be sure you are on

the correct date.4. Click on Edit.5. Enter the numbers

from your managers report.

6. Click on Calculate.7. If “You Rule” Click

rollover.

Rolling Over

When you can not role over: Read the message for a clue to the problem. check the large numbers. Be sure the items that total

match your reports. Examples: Credit card totals, ledger totals and taxes.

Look for the amount your are out of balance on the audit reports. Sometimes it is as simple as a missed line item.

Then look for typos.

M3 Notes and Tips Make sure your deposit information is in correctly. Key Words

Room Revenue – Room Charge (RM) Long Distance Revenue – Phone Long Distance (LD) State Tax – State Tax (T1) City/County Tax – Occupancy Tax (T3) Cash/Checks – Cash (CA) Paid Out – Guest Refund (GR) Deposit (Actual) – Same as Cash (CA) Guest Ledger – Closing Balance from Guest Ledger Summary City Ledger (Current) – Closing Balance from Accounts Receivable Rooms Rented – Total Revenue Rooms 7 Day Forecasted Revenue – Total Room Revenue from Occupancy Snapshot Report. Discover Card – Discover (DS) American Express – American Express (AMEX) Mastercard – Mastercard (MC) Visa Card – Visa (VI)*Note: When keying in the Visa/Mastercard you must hit the little pop up box with…in it and then type the amount for Visa in the first box. In second box verify it’s for

today’s date your closing and the third box type Visa. After entering that info, a second line should come down and you’ll enter same info but for the Mastercard. After all information is put into the system you just enter 3 times and the box should drop.

Misc. Cost are put in differently. They must be coded properly. On the next few pages are a list of acceptable codes. You may have to research in the system what the charge was for.

Codes to uses for Misc. A-EExpense Advertising - Rooms

Expense Advertisement - F&B

Expense Advertising - A&SP

Expense A/C and Heating

Expense Allowances

Expense Automobile Expense

Expense Bad Debt Expense

Expense Banquet Expense

Expense Bar Supplies

Expense Building

Expense Cable Television

Expense Carpet Cleaning

Expense Carpet Cleaning - F&B

Expense Cashier (Over) / Short

Expense Charge Backs

Expense China & Glassware

Expense Cleaning Expense

Expense Cleaning Expense - F&B

Expense Complimentary Breakfast

Expense Contract Labor Services

Expense Credit Card Commissions

Expense Decorations

Expense Decorations - F&B

Expense Directory Advertising

Expense Donations

Expense Dues & Subscription

Expense Dues & Subscriptions - A&SP

Expense Electric Bulbs

Expense Electric Current

Expense Electrical Equipment

Expense Elevators

Expense Entertainment - Rooms

Expense Entertainment - F&B

Expense Entertainment - A&G

Expense Entertainment - A&SP

Expense Equipment Rental

Expense Extermination

Codes to uses for Misc. F-PExpense Fire Protection

Expense Floor Covering

Expense Franchise Fees

Expense Fruit Baskets

Expense Fuel - Gas

Expense Furnishings - Rooms

Expense Furnishings - Maintenance

Expense Grounds And Landscaping

Expense Guest Supplies

Expense House Laundry

Expense Ice Machines

Expense In-Room Coffee

Expense Insurance - General

Expense Internal Communications

Expense Kitchen Equipment

Expense Kitchen Fuel

Expense Laundry Equipment

Expense Laundry Supplies

Expense Licenses and Taxes

Expense Linen - Housekeeping

Expense Linen Expense

Expense Magazines and Newspaper

Expense Maintenance Contracts

Expense Manager's Reception

Expense Marketing Expense

Expense Menus - F&B

Expense Miscellaneous - Rooms

Expense Miscellaneous - F&B

Expense Miscellaneous - A&G

Expense Newspapers

Expense Office Expense - Rooms

Expense Office Expense - F&B

Expense Office Expense - A&G

Expense Office Expense - A&SP

Expense Office Expense - Maintenance

Expense Outdoor Advertising

Expense Paint and Wall Covering

Expense Paper Supplies - F&B

Expense Personnel Expense

Expense Plumbing

Expense Pool

Expense Printing, Postage & Stationary - Rooms

Codes to uses for Misc. P-WExpense Printing, Postage & Stationary - A&G

Expense Printing, Postage, & Stationary - a&SP

Expense Priority Club

Expense Professional Fees

Expense Provision for Doubtful Accounts

Expense Refrigeration Equipment

Expense Removal of Waste

Expense Reservation Expense

Expense Security Service

Expense Sewer Service

Expense Shuttle Service

Expense Signs

Expense Special Promotions - F&B

Expense Special Promotions

Expense Supervisory Fees

Expense Supervisory Fees - Additional

Expense Telephone - A&G

Expense Telephone - A&SP

Expense Televisions

Expense Tools and Supplies

Expense Training

Expense Travel - Rooms

Expense Travel - A&G

Expense Travel - A&SP

Expense Travel Agent Commission

Expense Uniforms

Expense Uniforms - F&B

Expense Uniforms - Maintenance

Expense Utensils - F&B

Expense Water

Dollars on the Net Directions

Step 1Log onto internet Go to Favorites Go into Dollars on the Net

Step 2Log into Account Account # ___________________ Enter User Name & Password

Step 3Select Merchant – Comfort Inn & Suites Stratford

Step 4Hit Select Business Date then scroll down and hit Close Batch

*Note: After you hit Close Batch, go to Archives, View Transactions. Hit the accurate month and year then select one of the files with today’s date and to the right of the screen hit Printer Friendly then Totals Only and print this out twice and file one with audit packet and the other one into the audit binder. Do the same with the other folder with the same date.

Updating Rev/Occ ReportingStep 1

Log onto internet Go to Favorites Go into Choice Central.com

Step 2Log onto Choice Central

User Name: ____________ Password: _____________

Step 3Go to Quick Links

Look for Rev/Occ reportingStep 4

Enter the night’s date*Note: Total Rooms will always be the same, the total number of rooms.

Step 5Hit Submitt

Click okay if pop up message appears

Key Words Rooms to Rent – Rooms Available to Sell Rooms Rented – Total Revenue Rooms Guest Room Revenue – Room Charge (RM) Other Reportable Revenue – Phone Long Distance (LD)

Night Audit Wrap UpCreate Night Audit PackPlace all required reports listed below into a document envelope and

write on Night Audit, the Date and Initial it. All paper work that you printed out Each shift checklist 1st and 2nd shift and the credit card with reg card batches into

Putting the Pack in Order Daily Report Final Transaction Closeout Hotel Statistics (With fax cover attached) Ledger Summary Occupancy Snapshot

Revenue BoardDon’t forget to fill in the white board in the back you’ll use the Daily Audit Report you printed out from M3 make sure you highlight your numbers and for the PTD Room Revenue don’t forget to add the misc as well.

3rd Shift To Do’s During Slow Times In addition to your shift checklist there are many other items that need to be done. As a team player you should

always be doing something to help the guest and your fellow team members. Below is a list of items you should be doing on third shift when you have time.

Research possible sales leads on line through Google or other search engines.

Read announcement section of newspaper and put together mailings, using sales temples, to send to possible wedding and sports groups

Fold laundry Clean lobby area

Our Town Highlights

If you do not know the area, learn it. It is a vital part of your position at the front desk. Our guest are from out of town and need your advise. Treat each guest like an out of town friend.

In this section you will find:Local attractionsRequested locationsThings to doDirections to most popular restaurants

We also have sledding in the winter and leaf peeping and festivals in the fall.

                              

    

                                                                

    

                             

                    

                                                                                   

We are close to the important stuff.Closest Bank/ATM(name of bank) directions to there go in this

area. Be sure to included times of operations and phone # if possible

Closest Gas Station(name of Gas station) directions to there go in

this area. Be sure to included times of operations and phone # if possible. List more then one if possible

Closest Car Wash(name of car wash) directions to there go in this

area. Be sure to included times of operations and phone # if possible

Closest Grocery Store(name of Grocery store) directions to there go in

this area. Be sure to included times of operations and phone # if possible

Closest Pharmacy (name of Pharmacy) directions to there go in

this area. Be sure to included times of operations and phone # if possible

Closest Post Office directions to there go in this area. Be sure

to included times of operations and phone # if possible

Closest Starbucksdirections to there go in this area. Be sure to included times of operations and phone # if possible

Closest Duncan Donutsdirections to there go in this area. Be sure to

included times of operations and phone # if possible

Closest fast food(name of fast food) directions to there go in this

area. Be sure to included times of operations

feel free to list more then one

Things To Do in Our Area

Closest Mall(name of mall) directions to there go in this area. Be sure to included times of operations and phone # if possible. Also list website to look of shop listing. List major department stores here alsoMuseum(name of Museum) directions to there go in this area. Be sure to included times of operations and phone # if possible. List more then one if possibleLocal attraction(name of attraction) directions to there go in this area. Be sure to included times of operations if available.

Our Preferred Restaurants You should have a list available for the guest that shows restaurant name, type, number and who delivers. Also direction cards should be available to all recommended restaurants.

PonderosaType of restaurant Directions and

times of operations99Type of restaurant Directions and

times of operationsRoyal RestaurantType of restaurant Directions and

times of operationsRuby TuesdayType of restaurant Directions and

times of operationsMary’sType of restaurant Directions and

times of operations

Olive GardenType of restaurant Directions and

times of operationsPizza HutType of restaurant Directions and

times of operationsUncle Joe’s BBQType of restaurant Directions and

times of operationsPonderosaType of restaurant Directions and

times of operations

Family Fun

Closest Movie Theater

(name of movie theater) directions to there go in this area. Be sure to included times of operations and phone # if possible. Also list website to look of current listings. Good idea to have this saved to favorites on computer.

Closest family play place (example: Chucky Cheese or Jillian's)

(name of Play Place) directions to there go in this area. Be sure to included times of operations and phone # if possible. List more then one if possible

Closest Children's play park

(name of park) directions to there go in this area. Be sure to included times of operations if available.

Every Day Selling at the Front Desk

As a desk agent you are a sales person.

In this section you will find:Checking in and value sellingReservations and value sellingUnderstanding Value

Understanding Value

Value is not only associated with price, but quality for the price paid, with limited time and stress in buying and receiving the product.

What items at your hotel represent value to the guest?

Guests see value through friendly, efficient service and staff, clean comfortable surroundings, easy to understand & consistent pricing, ease of booking, 100% satisfaction guarantee, hotel location, breakfast, and room amenities.

Front Desk Duty Tip Reservations

Start with Value selling. Before you quote a rate let them know what we offer. Also before quoting a rate get: the dates and number of people. Try to up sell first. Do not offer discounts unless they offer it and let them know proof of AAA, Gov will be required at check in. Always get all information including name/ address/ phone number/email ect. Thank them for

choosing us before you hang up the phone!

Your role in the Sales Effort

Remember that you play a very important role in sales and with out a strong sales effort the hotel will not succeed.

In this section you will find:Your role in salesOur hotel sales policiesGroup informationMeeting room informationProperty tours

Key Areas

Build Relationships w/ guests (everyone) Make Outside Sales Calls (Sales/GM) Uncover NEW Business (everyone) Document Sales Activity (everyone)

Always Remember“People do business with people they

know, like and trust.”

Sales Role Carry on casual conversation w/ guests. Promote your hotel and the area. Find leads. Observe! Listen! Ask Questions – ?What company are you with? ?What brings you to the area? ?Are there other associates traveling as well? ?Do you use other hotels? ?Would you provide me a business card and a name of someone in

your company who makes decision with travel and hotel coordination? Our DOS/GM would like to contact them to find out more details and possibly set up a corporate rate for your company.

Fill out HP Lead Sheet / attach business/give to GM. Identify problems, communicate, resolve. Care about your guests everyday!

Property ToursImportant 10-15 minutes

DO’s Hotel clean/pristine! Pre-select rooms, inspect, set lighting. Communicate to all

departments Pre-brief Front Desk on arrival

time/name Verify appt day before Send thank you same day Ask Prospect what is most

important to them.

DON’TS Keep them waiting. Act like it’s just another day on

the job. Make noise (laundry cart on tile

floor, vacuuming). Forget to smile and introduce

other staff Complain Leave out work materials Forget uniform & name tag Forget to be on your best – it’s

show time!

Meeting Room

It is the front desks responsibility to help sell the meeting room. In order to do so you need to know if it is available, how much it is, policies and how to fill out the contract.

Meeting Room Policies In the event a fully signed contract agreement is not received with in 2 business days from the

date contact issued, all rooms and space referred to herein will be released and neither party will be further obligated under this agreement.

The Service Charge and taxes are: 6% service charge. Service charges and taxes are subject to change.

Add 6% sales tax to Audio Visual. A non-refundable deposit shall be paid by Patron at the time of signing of this agreement and the

Hotel contract. The dollar amount stated on the contract(s) between Patron and Operator represents the amount to hold the required space and guaranteed attendance.

Due to Health Regulations no outside food and beverage is to be brought into or leave hotel. Meeting Planner please note: Once a meeting room is set-up for your event a $50.00 fee will be

charged for changes made to the contracted Room Set-Up. Cancellation of an event within

26-30 days prior to arrival requires Liquidated damages of 70% of estimated charges 6-25 days prior to arrival requires Liquidated damages of 80% of estimated charges, 4 days prior to arrival requires Liquidated damages of 90% of estimated charges.

All these policies are listed on each meeting room contract and must be enforced.

Meeting Room Rates

All Meeting space must be booked through front desk. Banquet price are based on:

Amount of time needed Room requested Equipment needed

Please verify availability before booking room. Room is not confirmed until the contract is returned.

Room Cost

0-4 hours $100.00

5-6 hours $200.00

All day $350.00

Break Requests and Catering Available  

Coffee $10.per pump

Assorted Danish $12 per dozen

Assorted Cookies $12. per dozen

Assorted Soda $1.50 per can

Assorted Bagels $12. per dozen

Bottled water $1.25 per bottle

Orange Juice $10. per pitcher

Breakfast Voucher $6. Per person

   

AV Equipment Cost

Flip Chart w/Easel $10.00

TV/VCR $25.00

Wipe Board (Markers) $10.00

Podium $15.00

Easel No charge

Group Policies

Groups have a cut off date of 3 to 4 weeks prior to the event. Based on availability we may allow week of cut off.

Sports groups, this market has a policy that on multiple stay reservations, the team can cancel by 11am if they loose a game, these are exceptions to the rule.

Noise. The hotel will not tolerate disubabance of other guest and there for must insist that all group activities take place in the lobby or assigned meeting area. Only one warning will be issued be fore person/s responsible for notice are asked to vacant the premises.

In the event of damage to any hotel property the group will be charged for repairs or replacement of property. We require a credit card or $200.00 refundable deposit per every 10 rooms.

Each policy is listed on contract based on relevance.

Group Rates

All groups must be booked through the sales office. Group rates are based on

number of rooms Room types requested Number of nights Requested time period

These items can all be discussed with the sales department.

Front Desk Tip:“Yes I can Attitude”

Seven words that you predetermine your destiny!

As you think so shall you be.Things are neither good or bad, but thinking makes

it so.

Understanding our Comp-set

Section divider page. list out items found behind this tab.

Example: In this section you will find:Comp set informationUs vs. ThemSTAR reportsCall around

Front Desk Tip:Common Acronyms.

ADR- Average Daly Rate

Rev- Revenue OCC- Occupancy

RevPar- Revenue per Available Room

LNR- Local Negotiated Rate

YTD- Year to date MTD- Month To date

PTD- Period to date

Us Vs. Them Who are our Competitors? Courtyard Marriott,

Holiday Inn Express, Conn. Grand Hotel, Dolce Heritage and Hilton Southbury.

You work for the best! Hampton is the #1 limited service hotel. And the Waterbury Team strives to outperform the local competition by providing exceptional service and accommodations. And we back it up with our 100% satisfaction guarantee

Competitors Amenities US

Comfort Suites Stratford

Ramada Stratford Hampton Inn Milford

Springhill Suites Milford

Holiday Inn Bridgeport

Number of rooms

Pool and Fitness room

Restaurant

Free Newspaper

Free Local Calls

Comp. Breakfast

Wireless internet

Ramada Stratford

Type info on property here!!!!

Hampton Inn Milford

Type info on property here!!!!

Springhill Suites Milford

Type Property Information here!!

Holiday Inn Bridgeport

Type Property Information here.

Call Arounds You make these calls each shift and it is important to know why.

Basic Information:1. Rate: are they higher or

lower then us?2. Occupancy: Higher or

lower?3. Ask for over flow if available.4. Offer over flow if available.

Advanced information you should be looking for:

1. Does this property normally perform lower or higher then us? If so and something has changed, ask questions. Do they have a group, new company ect.

2. Dramatic changes in rate may indicate an event we do not know about, bring this to managements attention.

CORPORATE NEGOTIATED ACCOUNTS Our Top accounts are very importrant, you need to know

who they are.

In this sections you will find:

•List of accounts/rates•Tracking

Our LNR’sIt is important you know who they are.

Company Name RateIBM $99.00

Company Name Rate

Why Tracking is Important

Knowing who your top companies and guest are is a very vital part of selling your property.

The key is that “80% of your business comes from 20% of your customers”

This means the companies and guest that stay with you the most are your first source to higher occupancy. So you need to know who they are and where they are coming from.

Company Line InformationBelow is a list of acceptable information to put on company line. This information is tracked and used in most sales efforts so it is VERY IMPORTANT to use this correctly.

It is important to ask: “ What brings you to our area”Guest Replies: Market segment you choose would be:

Guest Service

Guest Service is our #1 Priority. Live it and breath it.

In this section you will find: •Brand Loyalty plan•The art of the apology•How to say no with out saying no•Guest service tools available to you.

What keeps our guests coming back? #1 Can do attitude of staff Staff appear to enjoy their jobs Helpfulness of front desk staff Helpfulness of housekeeping staff Professional appearance of staff Cleanliness of guestroom and bathroom Sense of safety and security Comfort of bedding & linens. Efficiency of checkout process.

Guest Loyalty

The main reason to have the ChoicePrivileges program is to build Guest loyalty. If they keep coming back then we keep making money.

We track this loyalty with our GIS scores, 100% Satisfaction guarantees and one on one conversations.

Excellent Service is what keeps our guest coming back.

Front Desk TipThe Art of the Apology!

Apologizing can be difficult. Keep these things in mind when dealing with a situation that requires and apology.

1. If the guest brings a negative situation to your attention, you need to apologize, even if they are not upset.

2. Always be sincere. Even if it seems insignificant to you the guest would not have brought it to your attention if it did not upset them.

3. Do your best to correct the situation immediately. 1. The guest should not have to wait for a manager or a team member from another department

unless there is no other option. 2. However, be sure to inform the GM and department head of ALL comments and complaints.

4. Take responsibility for the problem. Do not place blame on another person or department.

5. Fallow Up is very important, especially if you were not the one correcting the issue.1. Put a sorry note in room2. Call to be sure problem has been corrected3. If necessary give the guest a sorry amenity.

How to say No, without saying No.The Key is to offer a positive solution to the problem and not to end on a negative note.

This is a talent that comes with experience. You can not avoid saying no in every situation how ever here are some tips to take NO to YES or as close to it as possible. Uses these examples as a guide.

Challenge One Possible Positive Solution

Guest asks for a rollaway bed but all of them are in use

“I am so sorry Mr. Smith but we do not have any available tonight. However I can offer you some extra pillows, blankets and sheets for tonight. If you are staying over I would be happy to get a rollaway to your room if one becomes available.

Guest request an upgrade, you do not have anything to give them.

" As a valued guest, I wish I could offer you a better room however you are currently reserved in one of our _________ rooms and that is all I have available. Can I offer you a preferred location in the hotel instead?"

   

   

   

   

Not my job?

There is no such thing as “Not my job in the service industry” Your hotel is a limited service property which means that you have limited means to serve the guest not that you should limit the service you give them. So you may find yourself working in a variety of situations.

In this section you will find:Where to find housekeeping productsCommon maintenance issues you can fix easily

I do not work in that department but the guest needs…..Housekeeping Item needed Location

Linen  

Extra pillows  

Air Freshener  

Ashtrays  

Laundry bags  

Trash bags  

Cleaning supplies  

New Remote Controls  

   

   

Maintenance Item needed Location

Light Bulbs  

Batteries  

Screw Driver  

   

   

   

   

How do I fix?

Phone lines go down in the whole hotel.1. Go to phone room and reset the phone line. (lets show

you now)2. Call AT&T and Active and have them check the lines.

(use the fax machine)3. Call FOM or GM

Internet is down in the whole Hotel.1. Test this on the back computer2. If it is down go to the phone room and reset the internet (let’s

show you now!)3. If that does not work call Active on the 800 number. Keep calling

every hour or so until the problem is fixed.

Emergency Policies Snap

ShotThere is an Emergency binder at the front desk. It

will have detailed information on what to do in most emergency situations

Example: In this section you will find:Emergency numbersQuick tips

Emergency Numbers and ContactsLocal Emergency Numbers  

   

ALL EMERGENCY 911

FIRE DEPARTMENT  

POLICE DEPARTMENT  

LOCAL HOSPITAL  

LOCAL CLINIC  

SUICIDE PREVENTION  

ELECTRIC COMPANY  

GAS COMPANY  

WATER COMPANY  

POISON CONTROL  

ELEVATOR COMPANY  

TELEPHONE - LOCAL  

TELEPHONE / SWITCHBOARD  

EMERGENCY CLEANING SERVICE  

CABLE COMPANY  

Hotel Information  

Name  

Address  

Phone Number  

Street Address  

City, State, Zip  

   

General Manager  

Name  

Home Phone  

Cell Phone  

   

Area Director  

Name  Samantha Markey

Home Phone  

Cell Phone  203-509-0853

   

HP HOTELS Emergency Numbers

Phone 205-879-7004 or Fax 205-879-2680 

Reporting Guest Accidents/Incident INCASE OF EMERGENCY - CALL 911 Immediately! Complete the Fireman Fund’s Guest Property

Incident report. Be thorough. Use correct wording…guest stated, alleged, claims, etc.

Pay attention! What type of shoes are they wearing? Take pictures 8 minimum from all angles. Place pen

at alleged location of accident for one picture (shows scale). 35 MM cameras located in AGM desk.

Call 911 for Injured guests requiring medical attention. For liability reasons, we can not personally transport guests. We will pay for a cab if guests do not want an ambulance.

Fire Alarm Panel

If the fire alarm goes of you should go to the panel and first see where the problem is. If it is a guest room call and be sure they are okay.

If yes: Acknowledge the alarm/ silence it/ reset system. Then let the guest know you must come check the room.

If you do not get an answer go to the room and check.

Do Not Silence the alarm until you know everything is Okay.

Front Desk Resources

Section divider page. list out items found behind this tab.

Example: In this section you will find:HP-Website infoList of websites that will help you dailyBrand websites and other resourcesList on tools on property available to you.Helpful tips

Your resources and tools

Help Line for Internet Support Questions1-800-

Help line for brand support questions1-800-435-7435

Web sites

Useful Web Sites Uses

www.hp-hotels.comoffers forms and a variety of information you can use daily. See GM for Current ID and Password.

www.choiceadvantage.comBrand website offers a ton of information. Browse this when you have time.

http://www.townofstratford.com/ Town information. Good for sales efforts.

http://www.stratfordconnecticutdirect.info/ Town info including weather, events and news.

www.mapquest.com Find directions to or from a location for a guest.

www.google.com Great for searching companies, events, pictures, directions

Use your comp set websites too Stay up on their rates, amenities and availability.

More resources

Your Management staff Special amenities kit.

This should included uncommon items that may be requested by our guest. Ice scrapper, curling iron, PJ’s…..

Directional cards Hotel Directory