Hospitality Services I
Hybrid-based
ONET: 35-2015.00
1
Years
74
Skills
145h
Related instructions
2000h
On-the-job training
Classroom instruction topics
- WelcomeME
- Intro to Hospitality
- ServSafe
- Front Desk Reception
- Guest Room Attendant
- Motel and Lodging Management
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
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