Be shown how to complile the hotel's weekly KPIs to include:

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1 The below is an example of what is covered on the Quarter Event and Hotel graduate scheme. Your starting unit may be any of our units - each graduate's scheme is then adapted to ensure that topics are covered in the ideal order. Start Date: The Rodney Hotel Reception Recep KPIs Complete reception training log Complete advanced reception training log Be shown how to complile the hotel's weekly KPIs to include: Reception KPIs: room sales, add on revenue, questionnaire tally, add ons, log completion and phone answering statistics. Housekeeping KPIs: Kpi checks, Room attendant Q'naire scores, hours worked. Breakfast KPIs (Washington only): Hours, log completion, questionnaire scores. Dept and Unit mgment: Meetings and % completion of actions, handovers The Rodney Hotel Other: Revenue 1page, sales calls, tripadvisor responses Compile your hotel's KPIs independently and enter onto the company server Be shown how to compile the hotel's weekly banking to include: Checking the reconciliation totals, all payments and cash totals balance Checking the cash log for the week is accurate and balanced Banking Misc Checking the refund paperwork is correct Ensure all BACS payments have paperwork that can be returned to head office Understand what the breakdown of ledger credit form is for and how to use it Compile your hotel's Weekly Banking independently and return to Head office. Rotas - be fully trained on how to write rotas & what issues to consider when writing it. Write your own front of house rota. Project Plan and hold a charity event for our chosen charity of the year.

2 No.4 Clifton Village & Head Office Breakfast Events Tills Coffee KPIs Conferences Weddings Breakfast Become familiar with all areas of the new unit: Opening times, to the team, contacts and numbers, target market Your server credentials and till log in - how to use them Tills - set up tables, cashing bills, posting to rooms, discounts, PDQs Coffees- serve all coffees to managers' satisfaction duction to KPIs: Where they are, how we use them Learn how to supervise breakfast: What the revenue targets are Admin: Log completion, rotas Ordering: who are our suppliers? What is the ordering system? Independently supervise the breakfast department 3 days per week QAS: Achieve 4.4+ for service Work with the hotel reception team to ensure revenue targets are met for the duration of the rotation Spend half a day with the Events Manager to cover: Event sheets - where, what and why The diary Dealing with enquiries Production - set up and service Capacities, set ups Pricing, addons (food), Marketing - our website, listings, SEO Production - set up and service Be shown how to: No.4 Clifton Village and Head Office Sales & Marketing Revenue Sales SEO KPIs Rates Revenue Set up corporate rates - how to decide on the rate, factors involved Group enquiries: whether to accept, rates, process of booking Sales calls: how to choose who to call, technique, what we hope to achieve. Independently achieve a corporate rate through sales calls you have made. Action this on opera. Social media marketing, Google rankings, Google Analytics Blogs: Why we write them. Write a blog for the company website. Be shown the Sales and Marketing KPIs Be shown the tools used by the revenue management team: The grids - how they work, key variables used to determine webrates Understand the seasonal and weekly revenue patterns Learn how to maximise revenue through monitoring hotel results Website Links Analysing duction to Website management to include local and organic ranking factors. Link building and the affect it has on domain trust Collect the SERPs, note any movements and identify reasons why Collect daily analytic stats and attend web stats meeting

3 HR & Training Recruit HR Training Be given an intro into the HR processes and systems to include: Recruitment advertising tools, the recruitment tracker and adverts Interviews: technique, follow up, employment Admin: New starter paperwork, contracts, one & 3 month reviews Training logs, Grad plans, Induction, Bi-monthly training courses (preparation and execution) duction to the department to include: Clifton Quarters Property The properties we own and types of rentals we offer - have a showaround of the properties Enquiries The booking process: Revenue logs, payment, contracts Adverts Using Gumtree to advertise our properties. Property Development Projects Spend time with the property development manager to learn the process of allocating jobs, the issue tracker and charging out to hotels correctly. Attend a projects meeting

4 The Berkeley Square Hotel Reception Become familiar with all areas of the new hotel, complete the 20 minute refresher training log & become confident working on the desk Spend 2 full days with the House Manager to cover: Preparing strip lists and organising your team House Mgment The House Managers daily and weekly log Laundry stock control and storage Ordering of housekeeping supplies: purchase orders and suppliers The housekeeping weekly team meeting Understand the ledger system fully to include: The correct filing system for the ledger Chasing company payments Sales ledger Sending company statements Matching payments to the correct folios on Opera The Berkeley Square Hotel Revenue Commission checks Applying for bad debt write offs Submitting an expedia ebill The correct procedure for companys who are over their credit limit Understand the importance of accurately checking commission Know how to do checks on: Booking.com Laterooms Expedia For other Travel Agents eg. Access, Hotelscene, Expotel etc. Independently carry out the commission checks for the hotel for one week Become familiar with all extranets for the online travel agents. Understand how to update descriptions and photos: Website OTA Extranets 1st Tier: Booking.com, Expedia and Laterooms 2nd Tier: Lastminute.com, Visit Bristol, HRS, Agoda 3rd Tier; Hostelbookers, Bedbookers and Travel Republic Dept Mgment Understand the importance of meetings and the company KPI requirements Be shown how to prepare for a night porter and reception meeting Independently run a night porter and reception meeting Project Take responsibility for one account on the ledger - ensure payments are received promptly and invoices are sent correctly.

5 The Square Membership KPIs Overview Phones s Server Overview Layout of the Square - different areas, introduction to the team, opening times, rota and uniform Where the are, numbers we use, how to answer, checking voic s and passing on messages Appropriate language and formatting, out of office replies Where to find files, navigation, Private member events Membership benefits and rules Application and the importance of exclusivity Different types of membership: Standard and Events Members using club during private events Our KPIs - why we use them and why they are important What we are KPI'd on Greeting customers on entry, communicating with the FOH staff The Square Club FOH Health and Safety Meet and greet Ordering basic food and drink and taking payment Discounts available PDQ machines and printing VAT receipts Reporting accidents and how to deal with spills How to use the glass wash machine and what to polish Technical Events Opentable Private Events Events Equipment Enquiries Overview How to use the ice machine (no hands or glass) How to use the coffee machine How to answer events enquiries, what to write down and how to process How to reply to party enquiries How to reply to wedding enquiries How to reply to Christmas enquiries How to reply to all other enquiries Login details How to check availability How to check a reservation and confirming a reservation Using the diary and making provisional bookings Confirming a booking and updating the diary Putting deposits on the books ing confirmation Understanding GPs and negotiation Communicating with the kitchen Layout How to fill them out from the diary How and where to save them on the server Handing over to the kitchen Presenting them in a unit meeting

6 How and why we do them Showarounds How to give a showaround Following up a showaround Meetings Group Event When, how and why we hold them Action logs and target % completion When, how and why we hold them What to prepare How to hold an event meeting How to follow up an event meeting The importance of event sheets Prioritising tasks Delegation Events on the day How to set up Greeting the host and handing over Running an event bill through the till Wedding checklists

7 The Washington Reception Asst Manager Recep Meets and Pres Become familiar with all areas of the new hotel, complete the 20 minute refresher training log & become confident working on the desk Cover any holiday taken by the Assistant Manager in this rotation - assuming all their duties Prepare fully and run a meeting with a night porter and a receptionist: Smart actions, 80% completion, kpis Prepare the monthly presentation independently and present to the FOH team Attend a weekly unit team meeting to observe Attend a monthly Racks/Hotel meeting to observe The Washington Batch headers Attend a quarterly hotel presentation Attend a weekly unit team meeting as Assistant manager and present the kpis to the team Learn all aspects of the batch headers to include: Purchase orders and correct ordering process The budget and good cost control The approved supplier list Matching up the invoices and checking they are correct Be shown how to complete the weekly batch header document Senior management Independently complete the weekly batch header document Understand the different financial meetings we have in a month Financial Learn how to prepare a financial action log and forecasting: Be shown the management accounts and how to use them Be shown how to prepare a financial action log using the management accounts and budget Attend a monthly financial meeting in week 1 Be shown how to forecast for the hotel Independently do a weekly forecast for the hotel Project To be confirmed

8 The Clifton Hotel Reception Recep Become familiar with all areas of the new hotel, complete the 20 minute refresher training log & become confident working on the desk Spend one day shadowing the general manager Help the Manager prepare for and attend HOD Individual meetings Prepare for and run a weekly hotel unit meeting Senior Meets and Pres Attend a fortnightly Team meeting in head office with the owner - represent the hotel at that meeting Attend the housekeeping (and breakfast at Washington) presentations The Clifton Hotel Senior management Asst Mgr duties Mgr duties Fully prepare for and attend the fortnightly financial meeting and represent your hotel at that meeting Ensure you are completely aware of all Assistant Manager duties: Independently write the hotel reception presentation Compile and enter the weekly banking and KPIs for the hotel Look after all sales ledger processes for one week Attend the weekly hotel team meeting and represent the assistant manager Learn the Learn how to prepare a financial action log and forecasting: Be shown the management accounts and how to use them Be shown how to prepare a financial action log using the management accounts and budget Attend a monthly financial meeting in week 1 Be shown how to forecast for the hotel Independently do a weekly forecast for the hotel Project duce one new event to the caffe: market it and monitor success

9 Racks Bar & Kitchen Service Overview Tills Floor Bookings Bar Coffees Target Market, History, Table service, clientelle, Tills - set up tables, cashing bills, posting to rooms, discounts, PDQs Table plans, Stations and table service goals Table service - Order of service, what to say, how to do this well Open Table - take a booking, amend, cancel and manage this Perfect serves for all draft products Learn all G&Ts duction to wine stage 1 Perfect service for all products Racks Upselling Books what we target and why. How to do this, how to measure it. Grad to win at leats one weekly comp for upselling Safe Reconciliation, petty cash, change Complete daily books Complete change order Financial Petty cash receipts - batch headers - complete for one week Revenue targets, the diary and revenue tracker Mge'ment KPIs (Revenue), Revenue graphs - complete weekly Revenue KPIs Stock Wet Stock Annual budget, last years' performance, progress this year Cellar Training, stock rotation weekly orders - complete one yourself Clean beer lines, do this yourself