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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