George Brown School of Hospitality & Tourism Management Hotel Management Employer Externship Manual

Transcription

1 George Brown School of Hospitality & Tourism Management Hotel Management Employer Externship Manual Page 1 of 8

2 INTRODUCTION (GBC) is dedicated to educating students, and ensuring that they are ready to meet the high demands of the hospitality industry. Therefore, a crucial part in the development of GBC students is the practical application of their classroom learning. The application of classroom learning to professional practice is a crucial element in the education of students who are preparing for careers in the hospitality industry. The Hotel Management Program at (GBC) is committed to a process which will provide students with practical learning experiences under the direct supervision of qualified and experienced hoteliers. This course outline has been prepared to assist students, faculty members and externship companies and their staff in understanding the objectives, goals, policies and requirements for externship in the Hotel Management Program. The externship is a real-work experience that encompasses a minimum of 24 hours per week over a seven-week period, (additional hours are left to the discretion of the student and employer). Students are required to successfully complete a supervised, on-site externship experience in one or more departments within a hotel. Emphasis is placed on application of knowledge and skills to actual job roles and responsibilities. The externship should provide the student with experience in (or an understanding of) a variety of professional functions. These functions should include (but are not limited to) budgeting and financial record-keeping, personnel and supervision, planning and organization of daily functions, and other responsibilities pertinent to the selected hotel area. It would be beneficial for the student to attend organizational meetings, either departmental or hotel-wide, so that they can see the relationship between their focus area and the bigger picture. Page 2 of 8

3 PLACEMENT RESPONSIBILITIES Externship companies should express a willingness and commitment to provide the student with a high-quality externship by: a) Providing an outline of general tasks and responsibilities. b) Setting realistic objectives and goals for the individual student as it relates to their field of study. c) Providing ongoing training throughout the duration of the externship. d) Assigning the student to a supervisor with appropriate experience to be the main contact at the company, and who will be accessible for the full duration of the externship. e) Providing the assigned supervisor with appropriate time for the express purpose of supervising the student. f) Ensuring that the assigned supervisor oversees and monitors the progress of the student, and provides the student with ongoing feedback based on their performance while on the placement. g) Supplying the student with company material appropriate to the externship and learning experience. h) Agreeing to provide an evaluation of student involvement and performance at the completion of the externship. i) Informing the Externship Office or Externship Co-ordinator of any issues with the student while on placement. COMPENSATION Externship students do not receive salaries or wages during the work term. HOLIDAY & SICKNESS POLICY Students are given credit for official statutory holidays providing no more than one work day in a given week is missed. Additional work days or hours missed due to illness, observance of religious holidays or other matters of personal necessity are expected to be made up prior to completion of the externship. In case of illness or need for personal leave, students are expected to notify their company supervisors according to established company procedures. Page 3 of 8

4 INSURANCE POLICY GBC provides workers compensation coverage for students during their externship. Students must complete the work/education placement agreement form before they start their placement. The forms can be picked up at the Externship Office on the first floor of 300 Adelaide East. These forms are to be completed and signed by the student, a representative from George Brown College, and the placement supervisor. This form needs to be completed prior to the start of the externship to ensure the student is covered for insurance while on externship. Students cannot start their externship without having completed this form. Section A is completed by the student, Section B is to be completed by the supervisor. For Section C, check off the box in part 1 only, and Section D remains blank. The school will not sign this form until it is completely filled in and signed by both the externship company and the student. Students are responsible for ensuring that this form is completed before bringing it to the Externship Office. NOTE: Students are only covered by the Ministry of Training and Colleges insurance when doing their externship in the Province of Ontario. Any students completing the externship outside of Ontario must either have the employer cover them or obtain their own private insurance. CONFIDENTIALITY Please be advised that all information provided by the hotel for the student assignment and journal will be kept confidential, and is requested strictly for educational purposes. EXPECTATIONS OF STUDENT EXTERNSHIPS Department Outlines The following is a brief breakdown of what the student should experience during their externship with your hotel. Other departments may also be available within your hotel that you feel would be appropriate for a student. Their experience should not be limited just to this list, but the student will be required to maintain a journal during their placement, and will need to cover as many of the points listed below as possible. This list is to be used as a guideline, as not all hotels operate in the same manner. Page 4 of 8

5 Front Office Students who work at Front Office should be able to provide procedures and reports with respect to the following: Processing of reservations and bookings for groups and individuals. How is VIP courtesy order handled in the hotel? Daily rooms report including market segments, ADR, Occupied Rooms, Revenue. No-shows and cancellation policy. Advanced Deposit posting procedures. What is the hotel policy for no-show guest? What are the steps that the hotel takes in pre-registration activities? What are the hotel check in and check-out procedures? What are the hotel procedures for short & over of front Office Staff? Provide the name of the hotel PMS, and all relevant interfaces. Prepare a job description for Front Office staff and Reservation. What are the hotel procedures with respect to wake-up call services? Prepare a copy of hotel training program for new hire. Prepare a 10 days forecast. Prepare weekly time schedule for Front Office Staff based on 10 days forecast. Housekeeping Students who work in the Housekeeping Department are responsible for provide the college with the following reports and procedures: What is the procedure of assigning rooms to Room Attendants on daily basis? What is the control procedure for Master Keys? What are the Room Attendant productivities? Explain the factors that are used to determine productivity. What is the hotel Turn Down policy? How the VIP room is prepared prior to guest arrival? What is the hotel procedure with regards to room inspection sheet? Provide a complete procedure with regards to hotel Standard Room Set Up. What is the policy for Room Status Discrepancy? Explain step by step how the Room A00.ttendant cleans a room. What is the hotel lost & found policy? Page 5 of 8

6 Sales and Marketing Students who complete their externship in the Sales and Marketing Department should be able to provide the following information: What constitutes a block or group of rooms? Steps involved in group bookings initial call to confirmed booking. What are the quotas for Sales Managers for sales calls, site inspections, etc. Of what industry associations are Sales Managers members? What sales trips do Sales Managers take? Which cities? For which market? What type of promotional pieces does the hotel use? (brochure, info kit, etc.) What forms of advertising does the hotel use? (newspaper, magazines, etc.) Detailed description of a site inspection that the student participates in (name of client, for what purpose, repeat or new customer, etc.) Food and Beverage Upon completion of the externship, students who work in the Food and Beverage Department should be able to provide the following: Job description for the Food and Beverage Manager. Bar Manager task list. Job description for Dining Room Manager, if position exists. Job description for Waiter/Waitress, including comments on: o Station assignment o Dining room preparation o The menu and content of the menu o How to seat guests o Taking orders o Making suggestions o Table settings for breakfast, lunch and dinner Written procedure on how to handle complaints. Page 6 of 8

7 Banquet Department Students who complete their externship in the Banquet Department should be able to provide: Sample confirmation letter sent to the guest confirming the arrangements for the meeting/event. Provide a Copy of the Customer Credit Authorization. Sample copy of the Banquet and Private Function contract. The minimum productivity standard for the banquet server for the 3 meals (breakfast, lunch, dinner). How the gratuity is distributed among the staff and management. Comments on banquet room set up. Page 7 of 8

8 Hotel Management Externship Information Sheet Externship Office- Daniel Vasquez - Coordinator Cindy Gouveia - Manager Tel: (416) ext Tel: (416) ext dvasquez@georgebrown.ca zdeserra@georgebrown.ca Fax: (416) Fax: (416) Please send job descriptions of the positions available, and fill out the following information and fax or to the Externship Office as soon as possible. Thanks again! Business Name: Contact: Address: Phone: Departments Available Yes No # of Students Per Dept. # of Students Per Dept. Front Desk Housekeeping Sales and Marketing Food and Beverage Other Total Thank you for participating in our Externship Program! Page 8 of 8