Ocean Technical Apprenticeship

On-the-job Training

• Employer Knowledge
  • Understands and complies with basic employment requirements such as arrives on time, communicates absences, uses time wisely & accurately records attendance
  • Adheres to employee dress code and health department standards of appearance
  • Uses effective communication – oral, written; understands kitchen vernacular
  • Understands his/her role and responsibilities within the parameters of the support team; Understands his/her duties and primary functions
  • Measures and records data per unit standards
  • Practices good personal hygiene
  • Creates and maintains a positive work environment
  • Seeks opportunities for ongoing professional growth; implements to improve practice and shares with colleagues as appropriate
  • Knowledgeable in Facility Design and layout
  • Shows up on time, communicates absences and used time wisely
• Customer Service
  • Represents property in a professional and respectful manner providing exceptional assistance to staff and guests
  • Is familiar with and can describe the products, benefits and quality of service provided by property
  • Uses initiative /recognizes customer needs
  • Fully understands customer expectations based upon business standards and strives to meet or exceed them
  • Uses technology to enhance service and productivity
  • Prioritizes work during ‘rush’ period of service
  • Conforms with legal requirements
  • Understands diversity and can work with people from a wide range of backgrounds and cultures
• Safety and Security
  • Follows facility security and safety protocols
  • Understands and applies management policy
  • Wears appropriate PPE, such as safety shoes, or ear and eye protection
  • Inspects environment for conformance with sanitary laws and health code regulations; remediates area
  • Understands and uses proper cleaning of work area and equipment
  • Understands basic use of tools and equipment
  • Performs basic routine maintenance on assigned equipment to ensure efficient use
  • Understands and applies Fire prevention and safety: Prevention, Detection, Who to notify, Fire suppression, Evacuation Plans
  • Understands the relevance and application of The Americans with Disabilities Act
  • Understands Emergency Procedures: evacuation, assembly location, power failures
  • Understands guest and asset protection
• Front Office
  • Recommends and makes reservations for patrons such as dinner, spa treatments, golf times and special events
  • Provides information on local features such as shopping, dining, nightlife or recreational destinations
  • Pick up/deliver or run errands for guests
  • Provides assistance to reception
  • Identifies and sells products or services
  • Understands the guest cycle
  • Checks room availability and enters reservations into the system
  • Upsells rooms and services to customers
  • Assists with guest check-in
  • Understands and uses accounting applications
  • Posts room charges
  • Assists guest with check out
  • Maintains accurate financial records
• Bell, Door, and Valet Services
  • Rooms a guest
  • Tags/stores luggage
  • Answer inquiries pertaining to hotel services
  • Responds to guest requests
  • Consistently welcomes guest in a warm and friendly manner
• Housekeeping
  • Understands and values the roll of guestroom attendants; performs cleaning sequence as assigned
  • Understands housekeeping schedules, protocol’s and standards
  • Informs housekeeping staff when rooms have been vacated and are ready for cleaning
  • Cleans and maintains lobby and common areas including restocking supplies and watering plants
  • Contacts housekeeping or maintenance staff to solve problems;
  • Performs ‘deep cleaning’ as scheduled
  • Stocks guest amenities; cleaning cart and cleaning supplies
  • Understands all amenities included with each room and ensures that they are fulfilled and in the correct location, such as: cosmetic amenities, iron, ironing board, clock, charging station, hair dryer, water, ice, flowers, etc.,
  • Consistently cleans guest room to host standards
  • Shows initiative in solving problems
• Reception / Front Desk
  • Understands and uses reservation system
  • Greets, registers and assigns rooms to guests
  • Answer inquiries pertaining to hotel services
  • Issue room keys/cards
  • Make and confirm reservations
  • Verify credit payments; inform patrons of room charge protocol’s
  • Post charges
  • Applies late charge, or disputed charge, following protocols
  • Review customer accounts during check out process
  • Collects deposits, payments or fees
  • Transmits and receives messages
  • Enrolls/explains loyalty programs
  • Deny’s accommodations
• Food and Beverage
  • Understands the basic roles of ‘front of the house’ food and beverage: Server, Busser, Host, Barback, Food runner, Bartender, Banquets
  • Expedites food and beverage ordering for room delivery
  • Prepares and/or delivers baked goods and beverages for checkin and afternoon tea time
  • Participates in event planning