PARK LANE HOTEL IN ROOM DINING MANUAL.docx

1、PARK LANE HOTEL IN ROOM DINING MANUALWelcome toIn-Room DiningTraining ManualThis manual belongs to: _The Park Lane HotelA Historical ReviewA grand hotel has a timeless quality about it, an elegance that is apparent the moment a guest walks through its doors. The Park Lane is such a hotel. It was ope

2、ned in 1927 and has maintained its original style and high standard of service ever since.The hotel is the finest example of art deco architecture in London, the Silver Gallery has been used as a backdrop to such period productions as Brideshead Revisited, Poirot and House of Elliot. During the war

3、it is said that the Ballroom was the most glamorous air raid shelter, because it is below street level it was possible for grand functions to continue without being disturbed by bombing overhead.When the hotel was built, between 1910 and 1927, space was not so much of a premium in London as it is to

4、day, so the bedrooms and bathrooms were built over seized, and have not been changed in size since. In fact it was the first hotel in the British Isles to have an ensuite bathroom for each guestroom and suite. When the hotel first opened, its rooms were 14s.6d the equivalent of 75p, compared to the

5、175 per night today.The hotel had an area for carriages to pull right up to the door of the hotel and off the road, which has since been covered over and is now the stunning Palm Court.In-Room DiningA Warm WelcomeId like to welcome you to In-Room Dining as a member of our team. This manual is design

6、ed to help you to learn about all of the key aspects of your new position. It also helps us to keep track of your progress and development within the department and to identify areas for training opportunities.When you achieve three signatures, from a Food & Beverage Headwaiter, a Food & Beverage Ju

7、nior Headwaiter and myself, you will have attained all the knowledge needed to carry out your duties to our high standard.This manual is also your chance to show your ability and willingness to learn so as to become a valuable team member. Each person as an individual within the team plays a key rol

8、e to achieve our common goal guest satisfaction and revenue generation.A chain is only as strong as the weakest link, therefore, we all have to take responsibility for our department “One for all and all for one”!All signatures should be achieved within three months of your starting date. Please do

9、not be afraid to ask any questions you need to.It is your own responsibility to highlight areas you feel insecure in or raise issues you experience difficulties with. Should your supervisor be unable to help you, please feel free to contact me any time for assistance.I trust you will enjoy working i

10、n In-Room Dining and at The Park Lane Hotel.Carpe diem seize the day, make the most of the opportunities you have with Sheraton and most of all have fun!All the bestGiles SelvesF&B Services ManagerInduction to In-Room DiningTo be successful in your new role, it is imperative that you read and fuly c

11、omprehend the following information regarding In-Room Dining. We trust you will have a great experience here and become a valuable member of your team. However, in order to do so, you must firstly understand our common values and ground roles.The Park Lane HotelMission StatementTO BE THE LEADER IN E

12、VERY CATEGORY IN WHICH WE DO BUSINESS.STAR CareDont forget these four points:1. Every time you see a guest or colleague,Smile and offer the appropriate hospitality comment.2. Talk to every guest in a friendly,enthusiastic and courteous tone and manner.3. Answer guest questions and requests quickly a

13、nd efficiently,or take personal responsibility to get the answers.4. Anticipate guest needsand Resolve guest problems.In-Room DiningNot only meet, but exceed customer expectations!Acknowledge each guest, preferably by name!Promote and use Teamwork One for All and All for One!Show flair and creativit

14、y in your work!Be open, honest and ethical in your communication!Accept changes as a positive force!Create repeat business through superior quality!(The 30 min. Guarantee)Learn professionalism through training!Set trends let others copy!Realise winners are profitable!General InformationEverything ab

15、out your jobJob descriptionA full job description will be given to you during your departmental induction programme. Please review all the information, then sign and return the original document to your Head of Department. Should you have any questions regarding any aspect of your new role, please d

16、o not hesitate to contact your supervisor to clarify these matters.RotaThe rota is currently completed every two weeks for two weeks. Please note any preferences, holiday requests or days off in advance on the current rota. Wherever possible these requests will be met, however it must be understood

17、that they are requests only and cannot be guaranteed! Please be sensible with your requirements to allow a structured rota.Hotel and Department AccessThe staff entrance is located in Brick Street at the timekeepers office. You are required to sign in and out by swiping your ID card at the beginning

18、and end of each shift. If you have forgotten your card, you must contact security. In this case, you should also sign your name and department on the log sheet provided. This is important, as this will enable security department to evacuate the hotel in an orderly manner in case of an emergency.Prio

19、r to entering In Room Dining, it is crucial that you are fully dressed in the appropriate uniform!BreaksDuring your eight hour shift you are entitled to a 30 minute meal break. In general the staff member with the earliest shift will take the first break, then the next one and so on. However, breaks

20、 depend on the volume of business.“The Nosherie” staff restaurant is open between: 06.45 and 9.00 for Breakfast 11.30 and 14.30 for Lunch 17.00 and 19.00 for DinnerOutside these hours the canteen is open for hot and cold beverages 24 hours a day. The staff restaurant is also the only place where sta

21、ff members are permitted to smoke.Wages / Pay SlipsYou will be paid on the last day of each month, unless this is a Saturday or Sunday, when you receive remuneration the Friday before. The pay slips will be collected by the Head of Department and distributed in the pigeonholes. Should you need clari

22、fication regarding your monthly salary statement, please see the wages office on the second floor in the annexe.OvertimeDue to the nature of the business, you will sometimes be called upon to work more than 40 hours per week. In that case you will be given time off in lieu. There are no payments for

23、 overtime unless specifically agreed with your Head of Department in advance.Uniform StandardsYour uniform is your responsibility please take pride in it and remember that the first impression counts. You are not permitted to wear uniform outside the hotel premises, e.g. going to the bank or shoppin

24、g during your lunch break. Locker areas are to be used to change into personal clothing when off duty and are to be kept clean at all times. Your dirty uniform should be taken to the uniform room, where it will be cleaned for you. After a couple of days you can return to the uniform room to collect

25、your uniform.Uniform Room Operational Hours: Monday to Saturday: 07.30 am 05.00 pm Sunday 07.30 am 05.00 pm Bank Holiday 07.30 am 05.00 pmDepartment MeetingsCommunication is vital in order for us to work as a team. Department meetings are held once per month, in order to discuss any issues directly

26、connected with the smooth running of the department. You will be expected to attend every meeting whenever possible.Sickness ProcedureYou must call as soon as possible to inform the hotel that you will not be able to work. During opening hours you can contact the department directly and inform the s

27、upervisor on shift, otherwise inform the Duty Manager who is on duty 24 hours a day. The first seven days of sickness you need to fill in a self-certification form (available from your HOD), there after you must produce a doctors certificate.Sick Pay EntitlementYou are entitled to full sick pay bene

28、fits after six monhs of employment. You can obtain more information from the human resources department.HolidaysThe holiday year runs from 01 April to 31 March. You are entitled to 20 days of holiday per annum, unless stated otherwise in your contract of employment. It is your responsibility to book

29、 holidays, which are to be agreed with your HOD as soon as possible, in order that you may take the days you wish to.Should you not use up all your holidays by the 31 March, outstanding holidays will be lost. You cannot carry holidays over into the following holiday year.ORGANIZATIONOFIN-ROOM DINING

30、Induction to In-Room Dining & Mini BarDepartmental Induction Programme2nd Shift PatternMorning Shift: 0630 hrs to 1430 hrs0630 hrs 0830 hrs: * Training on Tray or Trolley Set-up in accordance with the Breakfast Order0830 hrs 1000 hrs: * Preparation and Setting Up of Telephone Orders * Delivery of Or

31、ders with the First Runner1000 hrs 1100 hrs: * Training and Induction on Cleaning Tasks in In-Room Dining1100 hrs 1200 hrs: * Clearing of Floors with the First Runner * Training on Usage of Lifts * Clearing of Floors Efficiently and Speedily1200 hrs 1230 hrs: * Lunch Break with Manager or Assistant

32、Manager1230 hrs 1330 hrs: * Delivery of Amenities with the First Runner1330 hrs 1430 hrs: * Polishing of Glasses and Cutleries * Follow-Up on Cleaning Schedule3rd Shift PatternAfternoon Shift: 1530 hrs to 2330 hrs1530 hrs 1730 hrs: * Training on Micros System * Telephone Standards / How to Answer the Telephone * Taking Orders *