PARK LANE HOTEL IN ROOM DINING MANUAL.docx

PARK LANE HOTEL IN ROOM DINING MANUAL.docx

《PARK LANE HOTEL IN ROOM DINING MANUAL.docx》由会员分享，可在线阅读，更多相关《PARK LANE HOTEL IN ROOM DINING MANUAL.docx（38页珍藏版）》请在冰豆网上搜索。

PARKLANEHOTELINROOMDININGMANUAL

Welcometo

In-RoomDining

TrainingManual

Thismanualbelongsto:

_____________________________

TheParkLaneHotel

AHistoricalReview

Agrandhotelhasatimelessqualityaboutit,anelegancethatisapparentthemomentaguestwalksthroughitsdoors.TheParkLaneissuchahotel.Itwasopenedin1927andhasmaintaineditsoriginalstyleandhighstandardofserviceeversince.

ThehotelisthefinestexampleofartdecoarchitectureinLondon,theSilverGalleryhasbeenusedasabackdroptosuchperiodproductionsasBridesheadRevisited,PoirotandHouseofElliot.DuringthewaritissaidthattheBallroomwasthemostglamorousairraidshelter,becauseitisbelowstreetlevelitwaspossibleforgrandfunctionstocontinuewithoutbeingdisturbedbybombingoverhead.

Whenthehotelwasbuilt,between1910and1927,spacewasnotsomuchofapremiuminLondonasitistoday,sothebedroomsandbathroomswerebuiltoverseized,andhavenotbeenchangedinsizesince.InfactitwasthefirsthotelintheBritishIslestohaveanensuitebathroomforeachguestroomandsuite.Whenthehotelfirstopened,itsroomswere14s.6dtheequivalentof75p,comparedtothe£175pernighttoday.

Thehotelhadanareaforcarriagestopullrightuptothedoorofthehotelandofftheroad,whichhassincebeencoveredoverandisnowthestunningPalmCourt.

In-RoomDining

AWarmWelcome

I’dliketowelcomeyoutoIn-RoomDiningasamemberofourteam.Thismanualisdesignedtohelpyoutolearnaboutallofthekeyaspectsofyournewposition.Italsohelpsustokeeptrackofyourprogressanddevelopmentwithinthedepartmentandtoidentifyareasfortrainingopportunities.

Whenyouachievethreesignatures,fromaFood&BeverageHeadwaiter,aFood&BeverageJuniorHeadwaiterandmyself,youwillhaveattainedalltheknowledgeneededtocarryoutyourdutiestoourhighstandard.

Thismanualisalsoyourchancetoshowyourabilityandwillingnesstolearnsoastobecomeavaluableteammember.Eachpersonasanindividualwithintheteamplaysakeyroletoachieveourcommongoal–guestsatisfactionandrevenuegeneration.

Achainisonlyasstrongastheweakestlink,therefore,weallhavetotakeresponsibilityforourdepartment–“Oneforallandallforone”!

Allsignaturesshouldbeachievedwithinthreemonthsofyourstartingdate.Pleasedonotbeafraidtoaskanyquestionsyouneedto.

Itisyourownresponsibilitytohighlightareasyoufeelinsecureinorraiseissuesyouexperiencedifficultieswith.Shouldyoursupervisorbeunabletohelpyou,pleasefeelfreetocontactmeanytimeforassistance.

ItrustyouwillenjoyworkinginIn-RoomDiningandatTheParkLaneHotel.

Carpediem–seizetheday,makethemostoftheopportunitiesyouhavewithSheratonandmostofallhavefun!

Allthebest

GilesSelves

F&BServicesManager

InductiontoIn-RoomDining

Tobesuccessfulinyournewrole,itisimperativethatyoureadandfulycomprehendthefollowinginformationregardingIn-RoomDining.Wetrustyouwillhaveagreatexperiencehereandbecomeavaluablememberofyourteam.However,inordertodoso,youmustfirstlyunderstandourcommonvaluesandgroundroles.

TheParkLaneHotel

MissionStatement

TOBETHELEADERINEVERYCATEGORYINWHICHWEDOBUSINESS.

STARCare

Don’tforgetthesefourpoints:

1.Everytimeyouseeaguestorcolleague,

Smileandoffertheappropriatehospitalitycomment.

2.Talktoeveryguestinafriendly,

enthusiasticandcourteoustoneandmanner.

3.Answerguestquestionsandrequestsquicklyandefficiently,

ortakepersonalresponsibilitytogettheanswers.

4.Anticipateguestneeds

andResolveguestproblems.

In-RoomDining

Notonlymeet,butexceedcustomerexpectations!

Acknowledgeeachguest,preferablybyname!

PromoteanduseTeamwork–OneforAllandAllforOne!

Showflairandcreativityinyourwork!

Beopen,honestandethicalinyourcommunication!

Acceptchangesasapositiveforce!

Createrepeatbusinessthroughsuperiorquality!

（The30min.Guarantee）

Learnprofessionalismthroughtraining!

Settrends–letotherscopy!

Realisewinnersareprofitable!

GeneralInformation

Everythingaboutyourjob

Jobdescription

Afulljobdescriptionwillbegiventoyouduringyourdepartmentalinductionprogramme.Pleasereviewalltheinformation,thensignandreturntheoriginaldocumenttoyourHeadofDepartment.Shouldyouhaveanyquestionsregardinganyaspectofyournewrole,pleasedonothesitatetocontactyoursupervisortoclarifythesematters.

Rota

Therotaiscurrentlycompletedeverytwoweeksfortwoweeks.Pleasenoteanypreferences,holidayrequestsordaysoffinadvanceonthecurrentrota.Whereverpossibletheserequestswillbemet,howeveritmustbeunderstoodthattheyarerequestsonlyandcannotbeguaranteed!

Pleasebesensiblewithyourrequirementstoallowastructuredrota.

HotelandDepartmentAccess

ThestaffentranceislocatedinBrickStreetatthetimekeepersoffice.YouarerequiredtosigninandoutbyswipingyourIDcardatthebeginningandendofeachshift.Ifyouhaveforgottenyourcard,youmustcontactsecurity.Inthiscase,youshouldalsosignyournameanddepartmentonthelogsheetprovided.Thisisimportant,asthiswillenablesecuritydepartmenttoevacuatethehotelinanorderlymannerincaseofanemergency.

PriortoenteringInRoomDining,itiscrucialthatyouarefullydressedintheappropriateuniform!

Breaks

Duringyoureighthourshiftyouareentitledtoa30minutemealbreak.Ingeneralthestaffmemberwiththeearliestshiftwilltakethefirstbreak,thenthenextoneandsoon.However,breaksdependonthevolumeofbusiness.

“TheNosherie”staffrestaurantisopenbetween:

06.45and9.00forBreakfast

11.30and14.30forLunch

17.00and19.00forDinner

Outsidethesehoursthecanteenisopenforhotandcoldbeverages24hoursaday.Thestaffrestaurantisalsotheonlyplacewherestaffmembersarepermittedtosmoke.

Wages/PaySlips

Youwillbepaidonthelastdayofeachmonth,unlessthisisaSaturdayorSunday,whenyoureceiveremunerationtheFridaybefore.ThepayslipswillbecollectedbytheHeadofDepartmentanddistributedinthepigeonholes.Shouldyouneedclarificationregardingyourmonthlysalarystatement,pleaseseethewagesofficeonthesecondfloorintheannexe.

Overtime

Duetothenatureofthebusiness,youwillsometimesbecalledupontoworkmorethan40hoursperweek.Inthatcaseyouwillbegiventimeoffinlieu.TherearenopaymentsforovertimeunlessspecificallyagreedwithyourHeadofDepartmentinadvance.

UniformStandards

Youruniformisyourresponsibility–pleasetakeprideinitandrememberthatthefirstimpressioncounts.Youarenotpermittedtowearuniformoutsidethehotelpremises,e.g.goingtothebankorshoppingduringyourlunchbreak.Lockerareasaretobeusedtochangeintopersonalclothingwhenoffdutyandaretobekeptcleanatalltimes.Yourdirtyuniformshouldbetakentotheuniformroom,whereitwillbecleanedforyou.Afteracoupleofdaysyoucanreturntotheuniformroomtocollectyouruniform.

UniformRoomOperationalHours:

MondaytoSaturday:

07.30am–05.00pm

Sunday07.30am–05.00pm

BankHoliday07.30am–05.00pm

DepartmentMeetings

Communicationisvitalinorderforustoworkasateam.Departmentmeetingsareheldoncepermonth,inordertodiscussanyissuesdirectlyconnectedwiththesmoothrunningofthedepartment.Youwillbeexpectedtoattendeverymeetingwheneverpossible.

SicknessProcedure

Youmustcallassoonaspossibletoinformthehotelthatyouwillnotbeabletowork.Duringopeninghoursyoucancontactthedepartmentdirectlyandinformthesupervisoronshift,otherwiseinformtheDutyManagerwhoisonduty24hoursaday.Thefirstsevendaysofsicknessyouneedtofillinaself-certificationform（availablefromyourHOD）,thereafteryoumustproduceadoctorscertificate.

SickPayEntitlement

Youareentitledtofullsickpaybenefitsaftersixmonhsofemployment.Youcanobtainmoreinformationfromthehumanresourcesdepartment.

Holidays

Theholidayyearrunsfrom01Aprilto31March.Youareentitledto20daysofholidayperannum,unlessstatedotherwiseinyourcontractofemployment.Itisyourresponsibilitytobookholidays,whicharetobeagreedwithyourHODassoonaspossible,inorderthatyoumaytakethedaysyouwishto.

Shouldyounotuseupallyourholidaysbythe31March,outstandingholidayswillbelost.Youcannotcarryholidaysoverintothefollowingholidayyear.

ORGANIZATION

OF

IN-ROOMDINING

InductiontoIn-RoomDining&MiniBar

DepartmentalInductionProgramme

2ndShiftPattern

MorningShift:

0630hrsto1430hrs

0630hrs–0830hrs:

*TrainingonTrayorTrolleySet-up

inaccordancewiththeBreakfastOrder

0830hrs–1000hrs:

*PreparationandSettingUpofTelephoneOrders

*DeliveryofOrderswiththeFirstRunner

1000hrs–1100hrs:

*TrainingandInductiononCleaningTasks

inIn-RoomDining

1100hrs–1200hrs:

*ClearingofFloorswiththeFirstRunner

*TrainingonUsageofLifts

*ClearingofFloorsEfficientlyandSpeedily

1200hrs–1230hrs:

*LunchBreakwithManagerorAssistantManager

1230hrs–1330hrs:

*DeliveryofAmenitieswiththeFirstRunner

1330hrs–1430hrs:

*PolishingofGlassesandCutleries

*Follow-UponCleaningSchedule

3rdShiftPattern

AfternoonShift:

1530hrsto2330hrs

1530hrs–1730hrs:

*TrainingonMicrosSystem

*TelephoneStandards/HowtoAnswertheTelephone

*TakingOrders

*