Banquet Kitchen Room Service Outlet Bar Steward Restaurant

y y y y y y y

Week One: Hot Kitchen Prep Shadowing and Cold Kitchen Prep Shadowing
y y y y Become familiar with proper preparation of recipes Understand appropriate use of all kitchen equipment and safety Recognize suitable storage of all hot and cold prep items Know appropriate scaling of all portioned items

Week Two: Kitchen Broiler/Expo Shadowing y y y Understand progression from prep to plate Comprehend proper temperatures of all food items Recognize correct presentation of all food items

Week Three: Bar Supervision Shadowing y y y y y Ensure bartender compliance of company standards Count and ensure proper monetary amount of bar bank Support preparation of all bulk beverage recipes Assist in liquor and beer inventory Watch bar manager make liquor and beer order

Week Four: Server Supervision Shadowing and Hostess Supervision Shadowing y y y y y y y Ensure server compliance of company standards Assist FOH manager with assignment of server sections Assist FOH manager with food comps, table visits, and guest relations Provide assistance to servers for the duration of the shift Collect and count server money owed to the restaurant Waitlist control Proper seating of the restaurant


2. cash handling/point of sales operations within the department.Front Office Manager (trainee) Front Office/Rooms Division Operations Objective: To understand the procedures and daily operations within Rooms Division/Front Office Operations of a hospitality property.PBX . Safety and Loss Prevention Overview Objective: To be exposed to the safety and loss prevention management procedures within the hospitality industry.Become familiar with following: y y y y y y y y y y y Getting started Organizational chart Empowerment expectations Job description Department rules.At Your Service .Reservations .Concierge . employee space. Day 1.Assistant Front Office Manager (trainee) . and 3 .FRONT OFFICE OPERATIONS ROTATION SCHEDULE DEPARTMENTS: . 2 3 ± Orientation y y y y y y y Welcome History of hotel Tour of all public space. Human Resources and Employee Training Objective: To gain understanding of training methods used within the hospitality industry while being exposed to Human Resources Management. Financial.Front Office Shift Supervisor . how guest service is measured at the property and how employees learn and develop guest service skills. and sample guest rooms Department goals and mission statement Introduction of department staff Expectations of performance Scheduling Balance of week 1. The following are the five required general competencies and their objectives: Guest Service Skills Objective: To understand the importance of guest service. Cash Handling and Point of Sale Objective: To develop knowledge and familiarity of financial management. regulations. and philosophy Tardiness / Absences Progressive discipline Uniform/name tag/proper attire Locker room Administrative duties Clocking in/out .

the trainee uses the skills learned in classroom training. . the trainer reviews the topics with the trainee.Balance of week 1. paid outs Transferring guest charges and credit Disputes Shift close Cashier report Cash out y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y Safe deposit boxes Foreign exchange Check cashing Traveler¶s checks Computer Log in General mode Front desk mode Inquiry mode Check-out mode Posting Reservations Status Sale types Codes Names Functions Blocked rooms Confirmation. If any problem areas have been encountered. cancellation policy Check-in Greeting the guest Form of payment Computer functions Closing with guest Moving guests Room availability FIT procedures Special guest procedures Unable to find reservation Share withs Master billing Week 3 ² 4 On The Job Training At the conclusion training. At the end of each shift. the experienced GSA reports to the trainer about the results of the day¶s efforts. the trainee is paired with an experienced guest service associate (GSA)for approximately two weeks of on-the-job training. and 3 y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y Overtime Lunch breaks Schedule/requests Smoking Parking Work injury procedures Fire & emergency procedures Communication tools Front office log book Trace file Back-up plans Expected arrivals Expected departures Did not arrive Daily activity reports VIPs Airline rooms Out of orders Message alerts Daily tour log Computer log Move problem log Group resumes Memo clipboard Dry erase board Group board Room types Phone and message system Guest services Cots/cribs/refrigerators/hairdryers /irons/lost luggage kits ADA equipment Movies Express check-out Meal coupons Barter and other certificates Crew rooms Key procedures Walk in procedures Check-out Posting Fast posting Rebates. sundries. By working shifts at the desk under the supervision of the experienced GSA. 2.

Dealing with guests special requests . function rooms. polishing shoes. mending. etc Maintenance of Linen/Laundry Service y Collecting and delivering laundry items for house guests or in-house occupants WEEK THREE: y y y y Washing. etc. corridors. issuance. grounds. repair and inventory of employees¶ uniforms Cleaning and maintenance of fixture and facilities Provision of special service like babysitting.TRAINING PLAN HOUSEKEEPING OPERATIONS ROTATION SCHEDULE (100 hours) DEPARTMENTS: y y y y Laundry Linen Public Area Rooms/floor division WEEK ONE: Become familiar with following: y y y y y y y y y y y y Company policies Pre-shift responsibilities Record keeping Coordinating work with front office Proper cleaning procedures Guestrooms Maintenance Gathering soiled laundry Sorting laundry Washing Drying Folding and finishing Storing WEEK TWO: Guestrooms Maintenance y Maintaining cleanliness and orderliness in the guestroom Maintenance of Public Areas y Maintaining the cleanliness and orderliness in all public areas which include lobby.

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