Front Desk Representative

Guestroom Attendant Front Desk Representative Service Solutions 2113 North High Street Lansing, MI 48906 800-752-4567 517-372-8800 407-999-8100 09-03369 20000MSC01ENGE SAMPLE Restaurant Server

Thank you for choosing to review the TRAC program, which provides a property s employees with the learning materials needed to seek a professional certification designation. This preview package introduces the program with sample pages from three programs: Guestroom Attendant, Restaurant Server, and Front Desk Representative. In this package, you will find: Guestroom Attendant Trainer s Guide Table of Contents Restaurant Server Trainer s Guide Table of Contents Front Desk Representative Trainers Guide Table of Contents All Employee Knowledge and Skills Tasks Task List Guestroom Attendant Knowledge and Skills Tasks Task List Restaurant Server Knowledge and Skills Tasks Task List Front Desk Representative Knowledge and Skills Tasks Task List Four sample pages from the first tab of the Trainer s Guide Sample Task from the Guestroom Attendant section Sample Task from the Restaurant Server section Sample Task from the Front Desk Representative section Sample Task from the Employee Reference Guide Thank you again for your participation in previewing the product. To learn about additional EI training and certification products, please visit our website at ww.ahlei.org, or call 800-752-4567 or 517-372-8800. We look forward to serving you in the future. Service Solutions

Guestroom Attendant Trainer s Guide Contents Tab 1: Guestroom Attendant Training Guide A Welcome to Managers and Trainers What Will This Training Guide Do for You? How Can You Use This Training Guide at Your Property? Benefits of Training What Makes a Good Trainer? What Are a Trainer s Responsibilities? Learning Principles Ask Questions to Reinforce Learning Factors that Hinder Learning Prepare to Train Analyze the Job Skills Training and Knowledge Training Analyze New Employee Training Needs Analyze Current Employee Training Needs Develop Your Department Training Plan Task Breakdowns Follow Up Task List Training Evaluation Form Tab 2: Guestroom Attendant Job Description Overview Objectives ADA Key Terms Factors for Determining Essential Functions Customize Generic Job Descriptions Job Analysis Form Guestroom Attendant Job Description Tab 3: All Employee Knowledge and Skills Tasks Task List Knowledge and Skills Task Breakdowns Tab 4: Guestroom Attendant Knowledge and Skills Tasks Task List Knowledge and Skills Task Breakdowns

Restaurant Server Trainer s Guide Contents Tab 1: Restaurant Server Training Guide A Welcome to Managers and Trainers What Will This Training Guide Do for You? How Can You Use This Training Guide at Your Property? Benefits of Training What Makes a Good Trainer? What Are a Trainer s Responsibilities? Learning Principles Ask Questions to Reinforce Learning Factors that Hinder Learning Prepare to Train Analyze the Job Skills Training and Knowledge Training Analyze New Employee Training Needs Analyze Current Employee Training Needs Develop Your Department Training Plan Task Breakdowns Follow Up Task List Training Evaluation Form Tab 2: Restaurant Server Job Description Overview Objectives ADA Key Terms Factors for Determining Essential Functions Customize Generic Job Descriptions Job Analysis Form Restaurant Server Job Description Tab 3: All Employee Knowledge and Skills Tasks Task List Knowledge and Skills Task Breakdowns Tab 4: Restaurant Server Knowledge and Skills Tasks Task List Knowledge and Skills Task Breakdowns

Front Desk Representative Trainer s Guide Contents Tab 1: Front Desk Representative Training Guide A Welcome to Managers and Trainers What Will This Training Guide Do for You? How Can You Use This Training Guide at Your Property? Benefits of Training What Makes a Good Trainer? What Are a Trainer s Responsibilities? Learning Principles Ask Questions to Reinforce Learning Factors that Hinder Learning Prepare to Train Analyze the Job Skills Training and Knowledge Training Analyze New Employee Training Needs Analyze Current Employee Training Needs Develop Your Department Training Plan Task Breakdowns Follow Up Task List Training Evaluation Form Tab 2: Front Desk Representative Job Description Overview Objectives ADA Key Terms Factors for Determining Essential Functions Customize Generic Job Descriptions Job Analysis Form Front Desk Representative Job Description Tab 3: All Employee Knowledge and Skills Tasks Task List Knowledge and Skills Task Breakdowns Tab 4: Front Desk Representative Knowledge and Skills Tasks Task List Knowledge and Skills Task Breakdowns

All Employee Knowledge and Skills Tasks Task List 01 Grooming 02 Uniform 03 Security and Safety Awareness 04 Emergencies 05 Blood-Borne Pathogens 06 OSHA Regulations 07 Use of Property Facilities 08 Teamwork 09 Guest Communication 10 Use the Guest s Name 11 Guest Acknowledgement 12 Handle Guest Inquiries and Requests 13 Escorting Guests and Giving Directions 14 Elevator Courtesy 15 Resolve Guest Complaints 16 Telephone Courtesy 17 Maintain the Property 18 Lost and Found All Employee Knowledge and Skills Tasks iii

Guestroom Attendant Knowledge and Skills Tasks Task List 01 Housekeeping Keys 02 Room Status 03 Assignment Sheet 04 Vacuum Cleaner 05 Pick Up Cart 06 Enter the Guestroom 07 Unusual Guestroom Situations 08 Position Cart 09 Using Cleaning Supplies Safely and Correctly 10 Maintenance Needs 11 Special Cleaning Requirements 12 Room Cleaning Sequence 13 Room Service Trays and Tables 14 Straighten Guest s Personal Items 15 Clean Ashtrays 16 Empty Trash 17 Strip Bed/Remove Dirty Linens and Terry 18 Clean Balcony/Patio/Plants 19 Dust/Clean Furniture 20 Clean Sofas/Chairs/Cushions 21 Clean Pictures/Mirrors/Frames 22 Clean Television/DVD Player/Remote 23 Clean Alarm Clock/Radio 24 Clean and Disinfect Telephones 25 Clean Lamps and Light Switches 26 Clean Ice Bucket/Tray and Replace Glasses 27 Clean Mini Bar 28 Clean Air Conditioning/Heating Unit 29 Clean Windows/Tracks/Sills 30 Clean Walls/Ceiling Moldings/Baseboards/Ledges 31 Clean Closet and Safe 32 Bathrobes and Slippers 33 Replace Bedroom Supplies/Amenities 34 Collect Fresh Bed Linen 35 Make Bed 36 Make Sofa Beds/Murphey or Sico Beds/Cribs 37 Refresh Coffee Setup 38 Clean Vanity/Sink/Mirror/Lights 39 Clean Shower and Tub 40 Clean Toilet 41 Refresh Towels 42 Replenish Facial/Toilet Tissue 43 Replenish Bathroom Amenities Guestroom Attendant Knowledge and Skills Tasks iii

44 Clean Bathroom Door 45 Clean Bathroom Floors 46 Clean Entrance and Other Doors 47 Vacuum Room 48 Deodorize Room 49 Exit Room 50 Complete End-of-Shift Duties iv : Train Retain Assess Certify Guestroom Attendant Trainer s Guide

Restaurant Server Knowledge and Skills Tasks Task List 01 Safety 02 Health Department Regulations and Sanitation 03 Food Preparation Terms and Timing 04 Food and Beverage Equipment Terms 05 Restaurant Menus 06 Alcoholic Beverages 07 Responsible Alcohol Service 08 Tips 09 Sidestations 10 Trays and Tubs 11 Glassware 12 Dishware 13 Cutlery 14 Linen 15 Salt and Pepper Shakers and Grinders 16 Sugar Caddies 17 Condiments 18 Set Placemats and Tablecloth 19 Set Place Setting 20 Set the Center of the Table 21 Use Linen Hampers 22 Handle Trash Cans 23 Prepare Juices 24 Prepare Lemons and Garnishes 25 Stock Ice 26 Tend Bread Stations 27 Tend Hot Beverage Stations 28 Maintain Water and Iced Tea Stations 29 Tend Wine Buckets 30 Tend Dish Breakdown Station 31 Check Station 32 Check Buffet 33 Pre-Meal Meeting 34 Take Restaurant Reservations 35 Follow the Sequence of Service 36 Anticipate Guests Needs 37 Seat Guests 38 Take Orders 39 Process Beverage Orders 40 Serve Drink Orders 41 Process Food Orders 42 Serve Bread and Butter 43 Serve Food Orders 44 Serve Coffee 45 Serve Hot Tea Restaurant Server Knowledge and Skills Tasks iii

46 Serve Espresso and Cappuccino 47 Serve Bottled Wine/Champagne/Sparkling Wine 48 Check Back With Guests 49 Maintain and Clear Tables 50 Sell After-Dinner Items 51 Prepare Takeout Orders 52 Present Check and Process Payment 53 Clear and Reset the Table 54 Complete End-of-Shift Duties iv : Train Retain Assess Certify Restaurant Server Trainer s Guide

Front Desk Representative Knowledge and Skills Tasks Task List 01 Guestroom Types 02 Room Inventory and Occupancy Terms 03 Room Status Terms 04 Room Rates 05 Reservation Types 06 VIPs 07 Property Management System 08 Telephone System 09 Organize and Maintain Front Desk 10 Front Office Logbook 11 Sales and Catering Inquiries 12 Reservations 13 Prepare for Check-Ins 14 Check-In 15 Walk-In Guest 16 Tax-Exempt Guests 17 Wait Status 18 Guest Keys 19 Guest Parking 20 Follow-Up Courtesy Call 21 Process Room Change 22 Relocate Guests in Sold-out Situations 23 Non-Registered Guests 24 Wake-Up Calls 25 Guest Faxes, Deliveries, Mail, and Copies 26 Safe-Deposit Boxes 27 Giving Directions 28 Transportation Information 29 Guests Under the Influence of Alcohol 30 Guestroom Features 31 Check Out Cash Bank 32 Use Cash Bank 33 Post and Adjust Charges 34 Transfer Allowable Guest Charges 35 Settle Guest Accounts 36 Process Guest Check-Out 37 Turn in Cash Bank 38 Automatic Check-Outs 39 Process Late Guest Check-Outs 40 Process Late Charges 41 Prepare Status Report 42 Reconcile Room Status Front Desk Representative Knowledge and Skills Tasks iii

Develop Your Department Training Plan It s a good idea to make a training plan four times a year, every three months or so. And it s best to complete each plan one month before the beginning of each quarter. As you determine the training needs of your department, consider the following: Major team weaknesses based on your assessment of employee performance. Expected changes in procedures due to new equipment, remodeling, or other property changes. Guest complaints. Property and department priorities for the year, such as improving service or increasing sales. Keep in mind that training isn t always the answer. Make sure that employees have adequate equipment and supplies, that your department is properly staffed, and that employees are motivated to do their jobs well. After you determine which areas you will train, start a new Task List for each employee, indicating which tasks you will train during the period. As you complete the training on each task, complete the Date Trained column (Exhibit 3). Task List All Employees Mary Smith Employee: All Employee 01 Grooming 02 Uniform Task 03 Security and Safety Awareness 04 Emergencies Date Trained X 05 Blood-Borne Pathogens 10-15-09 06 OSHA Regulations 07 Use of Property Facilities 08 Teamwork 09 Guest Communication X 10 Use the Guest s Name 10-21-09 X 11 Guest Acknowledgement 12 Handle Guest Inquiries and Requests 13 Escorting Guests and Giving Directions 14 Elevator Courtesy X 15 Resolve Guest Complaints 10-21-09 16 Telephone Courtesy 17 Maintain the Property 18 Lost and Found Exhibit 3 Date Standards Met Employee Initials SAMPLE Trainee/ Manager Initials Restaurant Server Training Guide 9

Task Breakdowns The Task Breakdowns provide all the information you need to train your employees on the knowledge and skills they need for their jobs. Use the Task Breakdowns as a training guide. Follow the sequence of each step in each Task Breakdown. For each step, show and tell employees what to do, how to do it, and ask questions about the details and why they are important. Be sure to adapt the steps if necessary to show how procedures are done at your lodging property. Each Task Breakdown consists of three parts: Introduction Introduction Training Review Begin each training session by going over what the employees will learn and why it is important. Let them know what methods will be used during the training, how long the training will take, and when their breaks will be, if applicable. Each Task Breakdown has an Introduction section for you to fill in this information (Exhibit 4). TASK 04 Exhibit 4 Title The title is simply the title of the task you are training. Be sure the employees understand what the title means, explaining any jargon. This information is printed at the top of the task. Reason Employees will be more focused if they know why the training is important. There are many reasons you may be conducting the training, whether it is teaching a new employee necessary job skills or reviewing performance standards with current employees. Here are some examples of reasons you may want to give your employees: Necessary job skill New equipment Change in standards or policy Guest comments or complaints Lack of consistency in department New legal or safety standard Fill in the Reason for the training in the appropriate section (Exhibit 5). EMERGENCIES Reason: Method: SAMPLE 10 : Train Retain Assess Certify Restaurant Server Trainer s Guide

To the far right of the Employee Knowledge and Employee Skills sections is the Trainer Actions column. This column gives you instructions and other information to use while conducting the training. It includes: Questions for you to ask the employee as you demonstrate the Procedures Directions to have employees practice the Procedures or role play (Exhibit 9) Instructions to insert property specific information (Exhibit 10) Suggestions for handouts to give your employees (Exhibit 10) Other information to make the training interactive and effective (Exhibit 11) Speak in a clear voice and at a level comfortable for conversation. How should your voice sound? Answer external call: Exhibit 9 Always appear in complete uniform in any public area. Exhibit 10 Exhibit 11 SAMPLE Demonstrate proper voice and have employee(s) practice. Complete the specific verbiage for your property for each section or attach a copy of your property s standard verbiage. Give a copy of the verbiage to employee(s) to refer to as they learn. Show a photograph of the employee uniform. The following icons are used in the Task Breakdowns to communicate to trainers things that they need to do: This indicates a place where you should ask trainees a follow-up question to reinforce their learning and ensure understanding. This indicates a place where you should demonstrate a task or show how to do something. This indicates a place where you should write in material that is specific to your property. This indicates that you should give a handout to trainees with important information on it. This indicates that you should show photos of a training concept (such as uniforms or place settings) to trainees. This indicates a place where you will have to explain something, usually property-specific policies, to your trainees. Restaurant Server Training Guide 13

Demonstrate and explain. As you explain the Procedures, demonstrate them. Make sure the employees can see exactly what you are doing. Encourage employees to ask questions whenever they need more information. Take enough time. Go slowly and carefully. Be patient if employees don t understand right away. Ask questions. Be sure to keep the employee involved by asking questions. Remember, employees retain only a fraction of what they hear, but you when you engage them in discussion they retain much more. Let the employees practice. After you have demonstrated the Procedures, ask the employee if he or she has any questions about what was covered. Then have the employee practice the Procedures on his or her own. Resist the urge to do the Procedures for the employee. Some Tasks are fairly long, with a lot of Procedures to complete too many for an employee to remember from start to finish. The Trainer Actions indicate where to pause the training and have the employees practice. Coach the employees. Praise employees when they perform correctly. Gently correct them when they don t. Be sure employees can perform the Procedures correctly and explain their purpose before moving on. Review The final part of the training session is the Review (Exhibit 12). The purpose of the Review is to ensure the employee understands the task and can perform it to the standard. The Review consists of: Ask employees whether they have any questions on anything that was covered during the training session. Ask employees key questions on the main points to review the training session. Have employees complete the task alone, from start to finish, if the training session included Employee Skills. Praise employees when they answer the questions and complete the task correctly. If they do not perform correctly, review portions of the training and have them redo the portion of the task that was missed. TASK 14 Review Ask employees whether they have any questions. Ask review questions: 1. What should you do if guests are approaching the elevator? 2. Who should enter first? 3. What should you offer to do for guests when you enter the elevator? 4. What can you speak with guests about while inside the elevator? 5. Who should exit first? Elevator Courtesy (continued) SAMPLE Have employees role play the entire task. Coach their performance, if necessary. Praise employees. Exhibit 12 14 : Train Retain Assess Certify Restaurant Server Trainer s Guide

TASK 25 CLEAN LAMPS AND LIGHT SWITCHES Reason: Method: Preparation: To complete this task, you will need all-purpose cleaner and a clean cloth. Procedures 1. Wipe down the base, finial, harp, and shade. Employee Skills Standards Spray all-purpose cleaner on the cloth, not directly on the lamp. Ensure the lamp is free of dust, fingerprints, and smudges. Do not apply too much pressure to the shade. 2. Dust the bulb. Turn off the light. SAMPLE Use a dry cloth. Ensure the bulb is free of dust. Replace burnt-out bulbs. Trainer Actions Why should you not spray cleaner directly onto the lamp? What should the lamp be free of after cleaning? Why is important not to apply pressure to the shade? Why should the lamp be off? Why should the cloth be dry? What should the bulb be free of after cleaning? What should you do if a bulb is out? 3. Position the shade. Ensure that the seam is facing the back. Why should the seam be turned toward the back? Tighten the finial. What should you ensure about the finial? Have employee(s) practice steps 1 through 3. continued Guestroom Attendant Knowledge and Skills Tasks 65

TASK 25 Procedures Employee Skills Clean Lamps and Light Switches (continued) Trainer Actions Standards 4. Clean the light switches. Spray all-purpose cleaner on the cloth, not directly on the light switch. Why should you not spray cleaner directly onto the light switch? SAMPLE Ensure light switches are free of dust, spots, and fingerprints. Review Ask employees whether they have any questions. Ask review questions: 1. How should you clean the lamp? 2. What should you be careful of when cleaning the shade? 3. What must you be careful of when cleaning the bulb? 4. How should you position the shade? 5. How do you clean the light switches? Have employees practice the entire task. Coach their performance, if necessary. Praise employees. What should the light switch be free of after cleaning? Have employee(s) practice step 4. 66 : Train Retain Assess Certify Guestroom Attendant Trainer s Guide

TASK 10 TRAYS AND TUBS Reason: Method: Employee Knowledge Two types of trays that servers commonly use in restaurants are: o A 12 to 14 round beverage tray, used to serve beverages or to serve food to a single guest. o A large oval service tray, used to serve food to multiple guests, for clearing tables, or to carry service items. Large trays are often used with a tray stand or tray jack. Always use a tray to deliver or clear items from a table. Make sure there are enough trays and tray stands stored in the sidestations and other designated areas. Procedures SAMPLE Employee Skills Standards Trainer Actions Show employee(s) the types of trays your restaurant uses. Show employee(s) where your restaurant stores trays and tray stands. 1. Load the tray or tub. Place heavy items in the center and lighter items around the edges. Why should the heavy items be in the center? Spread the weight evenly around the tray or tub to balance it. Do not overload the tray or tub. How should you place the items so the tray is balanced? What might happen if you overload the tray? continued Restaurant Server Knowledge and Skills Tasks 31

TASK 10 Procedures Employee Skills Standards Trays and Tubs (continued) Trainer Actions 2. Lift the tray. Squat beside the tray stand so your shoulder is below the tray. Place the opposite hand on the front outside rim of the tray and pull the tray onto your palm. Balance the tray at shoulder level and keep your back straight as you stand. Steady the tray with your free hand, if necessary. 3. Lift the tub. If possible, hold the tub so the long side is against your body. Lift with your arms, not your back. Hold the tub close to your body. 4. Carry a tray or tub. Do not tip or spill the tray or tub. SAMPLE Walk carefully, watching for opening doors and wet spots on floors. Do not pass people in aisles or walkways. Step aside and let them pass. Why should you squat instead of bending over? Have employee(s) practice steps 1 and 2. Why should you place the long side against your body? Why should you hold the tub close to your body? What should you be careful of as you walk? What should you do if people are in narrow aisles or walkways? Have employee(s) practice steps 3 and 4. continued 32 : Train Retain Assess Certify Restaurant Server Trainer s Guide

TASK 10 Trays and Tubs (continued) Review Ask employees whether they have any questions. Ask review questions: 1. What is each size tray used for? 2. Where are trays and stands stored? 3. How should you load trays? 4. How should you lift trays? 5. How should you lift tubs? 6. What should you be careful of when carrying trays or tubs? Have employees practice the entire task. Coach their performance, if necessary. Praise employees. SAMPLE Restaurant Server Knowledge and Skills Tasks 33

TASK 01 GUESTROOM TYPES Reason: Method: Employee Knowledge As a front desk agent you must know the guestroom types and codes at your property, and the features of the guestrooms. The following are common room types and codes: Room Type Code Trainer Actions Write in the codes for the different room types and any additional room types at your property. Accessible A room designed for guests with disabilities. Show employee(s) an example of each room type. Adjacent Rooms that are next to each other. Adjoining/Connecting Rooms connected by a door. Balcony Double A room with two double beds. Elevator A room near the elevator. King A room with one king-size bed. Non-Smoking SAMPLE Smoking Suite, 1 bedroom Suite, 2 bedroom View A room that faces the pool, nature, or other feature. continued Front Desk Representative Knowledge and Skills Tasks

TASK 01 Employee Knowledge Guestroom Types (continued) Trainer Actions Be familiar with the following room features: Show and explain room and suite features to employee(s). Room and suite amenities Bathroom amenities Bed types Room and suite layouts Furnishings and décor Temperature and other controls Housekeeping standards Be able to give clear directions to the rooms throughout the property. Review Ask employees whether they have any questions. Ask review questions: 1. What are the room types at our property? 2. What is the code for each room type? 3. What are the features of rooms and suites? Praise employees. SAMPLE : Train Retain Assess Certify Front Desk Representative Trainer s Guide

TASK 18 Employee Knowledge LOST AND FOUND Most guests contact the front desk if they lose something. To help guests find lost items and report items found, one position or department often is assigned to handle all lost and found items. If a guest calls you about something they ve found or lost, offer to transfer the guest to department or person, or tell them to call this employee or department about the lost or found item. It s best to let guests talk directly with the employee or department. If a guest tells you in person about something they have lost or found: If it is a lost item, express concern and understanding. Do not admit that the company is responsible for the loss. Escort the guest to the lost and found department. When you arrive, let the guest talk directly with the lost and found department/employee. If you find airline tickets, money, keys, jewelry, or other valuable items, take them immediately to:. If you find other items, complete a lost and found slip as soon as possible. Record: The date and time you found the item Your name A concise description of the item(s) you found The place where you found the item(s) Turn in the item(s) with the completed lost and found slip within minutes to. SAMPLE Never take lost and found items from the property. Review 1. What department or person handles lost and found items? 2. What steps do you follow if a guest tells you in person about something they have lost or found? 3. What should you do if you find a valuable item? 4. What are some examples of valuable items? 5. What steps do you follow when finding other items? 6. What information must be filled out on a lost and found slip? 7. Where do you take the item(s) and the completed lost and found slip? Employee Reference Guide 39

Guestroom Attendant Front Desk Representative Service Solutions 2113 North High Street Lansing, MI 48906 800-752-4567 517-372-8800 407-999-8100 09-03369 20000MSC01ENGE SAMPLE Restaurant Server