Hampton Inn Waterbury

Front Desk Employee Success Book

Welcome to the HP Hotel Family!

IMPROVE TO SUCCEED

“To improve is to

change, to succeed is

to change often.”

- - -Churchhill

Front Desk Duty Tip Phone etiquette

SMILE guest can tell and always answer in three rings or less. With:” THANK YOU for calling the Hampton Inn Waterbury this is name, how may I help you”. And end the conversation with: “My pleasure to transfer you” or “ is there any thing else I can do to assist you today”

Property Information

In this section you will find:Hotel locationNumber of roomsRoom typesAmenities we offerFAQs by Guests

Hotel Information Located Exit 17 off I-84 W and exit 18 off I-

84 E 91 rooms on 4 floors. All smoking rooms are on 4th Floor Room 112 is the only handicap with Roll-in

shower

Amenities

Complimentary deluxe hot breakfast Complimentary high speed internet access Indoor heated pool &exercise room Microwave/Refrigerator in all rooms Business center & meeting room In-room coffee makers( single servers) Blow dryers Iron and Ironing boards HBO movie channel/ in-room pay per view movies, games and

music Complimentary Self-Service Guest Laundry on 2nd floor

Front Desk Tip: IS ENTHUSIASM IMPORTANT IN GUEST CONTACT POSITIONS?

Enthusiasm is one of the most powerful engines of success.

When you do something, do it with your might. Put your whole soul into it.

Stamp it with your own personality.Be active, energetic, be enthusiastic and faithful, and

you will accomplish your objectives.Nothing great was ever accomplished without

enthusiasm. ------------Ralph Waldo Emerson

Physical Property Information

Room Types # Of Rooms Room Descriptions

Standard Kings 27 Guest Room with one King Bed, an armchair and Large Desk with Ergonomic Chair.

Standard Double Queens 48 Guest Room with two Queen Beds, arm chair, and Large Desk with Ergonomic Chair.

Whirlpool Rooms 7 Guest Room with one King Bed or queen beds, Whirlpool tub, Refrigerator, Microwave. The room also features a Large Desk with Ergonomic Chair.

Study 8 Guest Room with one king bed or two Queen Beds, a Sitting area with a sleeper sofa, and Large Desk with Ergonomic Chair.

All Guest Rooms and Suites Include:Microwave, micro-fridge, hairdryer, iron and ironing board, single

cup coffee maker.

Meeting Space 575 sq feet. Available for 2-45 people based on requested set-up.

All smoking rooms are on the 4th floor. Rooms 401-409Room 112 is the only handicap room with a roll in showerSpecial note room 209 is above furnace and tends to disturb some guest rent last!!

Hotel Features and Amenities:

FREE wireless high speed FREE Breakfast Bar with new hot

items available 6am to 10 am daily. 24 Hour Business Center with

Computer, High Speed Internet Access, Copier, and Fax

24 Hour Fitness Center

Sparkling heated indoor pool – open 8am to 10 pm daily

Complimentary USA Today Handicap Accessible Guest Rooms Free On-Site 24 hour Guest

Laundry Valet Same Day Dry Cleaning

Service Free coffee & tea service 24 hours

More Property Information

Common Guest Questions Cont.

Q: How do I get my internet to work?A: (if it is not a simple answer) “We offer a 24 hour

help line, I would be glad to call them and connect them to your room.”

Q: Can you bring me a coffee pot?A: The coffee maker is a single server. All you

have to do is put one cup of water in the top, put a coffee tray in and put your cup under the tray.

Can you think of any others?

Common Questions about the Rooms

Q: How do I operate the whirlpool. A: Fill the tub, Set the timer is behind the bathroom door, and then

push the button on the tub.

Q: Where is my closet?A: The Long mirror by the bathroom is the closet.

Q: How do I work the thermostat?A: First of all which one is it? If it is on the wall you hit the tempter

up or down and you should see the mode change. If it on the unit it self then you will need to adjust the dials to your comfort level.

Common Questions Business Center

Q: Computer screen is not working:A: Fix it by, going to menu screen, scroll to “recall”

and click “ok”.

1st Shift Tips

In this section you will find:Check outsHow to say Good byeThings to do when it is slow

Front Desk Duty TipCheck Outs

When a guest comes to the desk use this time to thank them and find out if there where any issues. We WANT to fix them before the guest leaves.

FINE is not good!

Good ByeCheck out is our last chance to impress our guest

and get them to come back. Use this time to ask important questions:

“Thanks for staying with us, how was your stay?” “Is there anything we could have done differently

to improve your stay with us?” “Can I book you another reservation?” “do you need directions to your next

destination?”

Most Important: “Thank you for staying with us!”

1st Shift To Do’s During Slow Times In addition to your shift checklist there are many other items that need to be done. As a team player you should

always be doing something to help the guest and your fellow team members. Below is a list of items you should be doing on first shift when you have time.

Make direction cards to most commonly requested destinations such as malls, restaurants, local companies. These should be kept in a file box at the desk.

Dust and vacuum back office area. Help sales office with fax blast projects or

mailings Research possible sales leads on line through

Google or other search engines.

2nd Shift Tips

In this section you will find:Check in’sThe Art of welcomingThings to do when it’s slowTracking list

Front Desk Duty Tip Check In……

This should be as fast as possible but still informative. If it is a new guest to us, give them the lay out of the hotel and let them

know what amenities we offer. Get payment method and address if we do not have it. The Hotel requires a valid credit card with enough authorization to

cover the stay for check-in. Guest can pay cash if they wish when they check-out.

For tracking purposes make sure the company info is correct (if not fix it)

Verify the number of nights and rate! Always offer a wake up call! Also you may want to offer a restaurant or an attraction depending on

the guest.

HelloCheck In is our first chance to impress our guest. Use this

time really go the extra mile: In addition to the wake up call be sure to make

suggestions on restaurants and things to do. Letting the guest know about breakfast is important but

be sure they know about other amenities as well, such as off site fitness agreements.

Never be afraid to inform guest of any complications that may effect them it will be much better then if they find out on their own.

Most Important: “Thank you for staying with us!”

2nd Shift To Do’s During Slow Times In addition to your shift checklist there are many other items that need to be done. As a team player you should

always be doing something to help the guest and your fellow team members. Below is a list of items you should be doing on second shift when you have time.

Research possible sales leads on line through Google or other search engines.

Look up this weeks movie listings or local museum events to share with guest.

Create sorry baskets and cards to have available at a moments notice.

3rd Shift Tips

In this section you will find:Night audit detailed checklistM3 directions

Misc. section account codesThings to do when it is slow

M3 Nightly ReportingStep One.

Fill out Managers Daily Report Cover sheet from Clipboard and place managers packet together. These are the reports listed below and any others requested by management

Step Two. Review management reports you just filled out. The reports you may need to reference are:

Detailed receivables recap Aged receivables summary by account number PTD/YTD accounting PTD/YTD management Market category Statistics Also print

Future rooms sold for 7 days (7day forecast)Step Three.

Sign in to M3. Get online, there is a link under favorites that says M3 ApplicationOr type in URL https://login.m3as.com

Log in ID: _____________________ PSW: ____________________

Step Four.Put numbers from above listed reports into correct places on the acknowledge screen.

Step Five.If it does say YOU RULE hit rollover and okay.If it does not give you the “YOU RULE” Message DO NOT rollover! Re check you numbers, if you can not get in to say YOU RULE just save it. Leave GM a note to fix ASAP.

M3 View: Detailed Directions

This is what the page looks like.

1. Click on Daily report2. Then Input3. Be sure you are on

the correct date.4. Click on Edit.5. Enter the numbers

from your managers report.

6. Click on Calculate.7. If “You Rule” Click

rollover.

Rolling Over

When you can not role over: Read the message for a clue to the problem. check the large numbers. Be sure the items that total

match your reports. Examples: Credit card totals, ledger totals and taxes.

Look for the amount your are out of balance on the audit reports. Sometimes it is as simple as a missed line item.

Then look for typos.

M3 Notes and Tips Make sure your deposit information is in correctly. Key Words

Room Revenue – Room Charge (RM) Long Distance Revenue – Phone Long Distance (LD) State Tax – State Tax (T1) City/County Tax – Occupancy Tax (T3) Cash/Checks – Cash (CA) Paid Out – Guest Refund (GR) Deposit (Actual) – Same as Cash (CA) Guest Ledger – Closing Balance from Guest Ledger Summary City Ledger (Current) – Closing Balance from Accounts Receivable Rooms Rented – Total Revenue Rooms 7 Day Forecasted Revenue – Total Room Revenue from Occupancy Snapshot Report. Discover Card – Discover (DS) American Express – American Express (AMEX) Mastercard – Mastercard (MC) Visa Card – Visa (VI)

Misc. Cost are put in differently. They must be coded property. On the next few pages are a list of acceptable codes. You may have to research in the system what the charge was for.

Codes to uses for Misc. A-EExpense Advertising - Rooms

Expense Advertisement - F&B

Expense Advertising - A&SP

Expense A/C and Heating

Expense Allowances

Expense Automobile Expense

Expense Bad Debt Expense

Expense Banquet Expense

Expense Bar Supplies

Expense Building

Expense Cable Television

Expense Carpet Cleaning

Expense Carpet Cleaning - F&B

Expense Cashier (Over) / Short

Expense Charge Backs

Expense China & Glassware

Expense Cleaning Expense

Expense Cleaning Expense - F&B

Expense Complimentary Breakfast

Expense Contract Labor Services

Expense Credit Card Commissions

Expense Decorations

Expense Decorations - F&B

Expense Directory Advertising

Expense Donations

Expense Dues & Subscription

Expense Dues & Subscriptions - A&SP

Expense Electric Bulbs

Expense Electric Current

Expense Electrical Equipment

Expense Elevators

Expense Entertainment - Rooms

Expense Entertainment - F&B

Expense Entertainment - A&G

Expense Entertainment - A&SP

Expense Equipment Rental

Expense Extermination

Codes to uses for Misc. F-PExpense Fire Protection

Expense Floor Covering

Expense Franchise Fees

Expense Fruit Baskets

Expense Fuel - Gas

Expense Furnishings - Rooms

Expense Furnishings - Maintenance

Expense Grounds And Landscaping

Expense Guest Supplies

Expense House Laundry

Expense Ice Machines

Expense In-Room Coffee

Expense Insurance - General

Expense Internal Communications

Expense Kitchen Equipment

Expense Kitchen Fuel

Expense Laundry Equipment

Expense Laundry Supplies

Expense Licenses and Taxes

Expense Linen - Housekeeping

Expense Linen Expense

Expense Magazines and Newspaper

Expense Maintenance Contracts

Expense Manager's Reception

Expense Marketing Expense

Expense Menus - F&B

Expense Miscellaneous - Rooms

Expense Miscellaneous - F&B

Expense Miscellaneous - A&G

Expense Newspapers

Expense Office Expense - Rooms

Expense Office Expense - F&B

Expense Office Expense - A&G

Expense Office Expense - A&SP

Expense Office Expense - Maintenance

Expense Outdoor Advertising

Expense Paint and Wall Covering

Expense Paper Supplies - F&B

Expense Personnel Expense

Expense Plumbing

Expense Pool

Expense Printing, Postage & Stationary - Rooms

Codes to uses for Misc. P-WExpense Printing, Postage & Stationary - A&G

Expense Printing, Postage, & Stationary - a&SP

Expense Priority Club

Expense Professional Fees

Expense Provision for Doubtful Accounts

Expense Refrigeration Equipment

Expense Removal of Waste

Expense Reservation Expense

Expense Security Service

Expense Sewer Service

Expense Shuttle Service

Expense Signs

Expense Special Promotions - F&B

Expense Special Promotions

Expense Supervisory Fees

Expense Supervisory Fees - Additional

Expense Telephone - A&G

Expense Telephone - A&SP

Expense Televisions

Expense Tools and Supplies

Expense Training

Expense Travel - Rooms

Expense Travel - A&G

Expense Travel - A&SP

Expense Travel Agent Commission

Expense Uniforms

Expense Uniforms - F&B

Expense Uniforms - Maintenance

Expense Utensils - F&B

Expense Water

Running EDC

Step 1Log onto Front Desk System

Step 2Click on Other functions and then EDC

Step 3get Authorization for any transactions that may need it. You can call the help desk for help if needed.

If you can not get authorization you will not be able to transmit EDC. Be sure to let Management know by leaving a note on Managers report.

Step 4Once all transactions have approval click on transmit. Putt report in the audit pack.

Night Audit Wrap UpCreate Night Audit PackPlace all required reports listed below into a document envelope and

write on Night Audit, the Date and Initial it. All paper work that you printed out Each shift checklist Registration cards for checked out guest

Putting the Pack in Order Daily Report EDC Reg. Cards Checklist

Revenue BoardDon’t forget to fill in the white board in the back you’ll use the Daily Audit Report you printed out from M3 make sure you highlight your numbers and for the PTD Room Revenue don’t forget to add the misc as well. Color in the picture if we have met a new section of our Goal.

3rd Shift To Do’s During Slow Times In addition to your shift checklist there are many other items that need to be done. As a team player you should

always be doing something to help the guest and your fellow team members. Below is a list of items you should be doing on third shift when you have time.

Research possible sales leads on line through Google or other search engines.

Read announcement section of newspaper and put together mailings, using temples, to send to possible wedding and sports groups

Fold laundry Clean lobby area

Our Town HighlightsIn this section you will find:Local attractionsRequested locationsThings to doDirections to most popular restaurants

We are close to the important stuff.Closest Bank/ATMBank North and CVS pharmacy (24 hr).Right out of parking lot. CVS is 3 lights down on

your right. Bank North is across the street form CVS.

Closest Gas StationHess and Shell. -Right out of parking lot. 7 lights down on your

left. Closest Car WashShell Gas Station- Right out of parking lot. 7 lights down on your

left.Closest Grocery StoreStop & Shop. -Left out of lot, Right at Stop Sign, Right at first

light (Straits Take). Stop & Shop is on your right at 2nd light.

Closest Pharmacy CVS Pharmacy—24 hrs- Right out of lot at 3rd light CVS is on your right.Closest Post Office 84 East to exit 22(Bank St) . Left at light,

Left at 2nd light. Post office is 3 blocks down on your left.

Closest Starbucks (Barnes and Noble)84 East exit 23. Right at exit light. Left at next light. Go down 2 lights to Brass mill commons. Star bucks is in Barnes and Noble Bookstore.

Closest Dunkin DonutsRight out of Lot, Left at 7th light on to

Thomaston. Dunkin Donuts on your Left .Closest fast foodMcDonalds, Wendy's, Subway, KFC, Burger

King-Right out of Lot at 7th light turn left onto

Thomaston. Or right for KFC

Things To Do in Our Area

Closest MallBrass Mill Center. (Macys, JC Penney, Sears, FYE, H&M, -84 East Exit 23. Right off Exit.

MuseumMattituck museum -www.mattatuckmuseum.org -144 West Main Street, Waterbury, CT 06702 - Tel. (203) 753-0381 -Right out of lot straight into Down Town Waterbury on West main Street. At the green nest to YMCA is Mattituck Museum-Timex Museum-www.timexpo.com-175 Union Street, Brass Mill Commons Mall, Waterbury, CT 06706 - 84 East Exit 23, Right off Exit, Left at next Light. Two lights down Time Expo Museum.

Local attractionQuassy amusement Park / Lake Compounce amusement park

Our Preferred Restaurants You should have a list available for the guest that shows restaurant name, type, number and who delivers. Also direction cards should be available to all recommended restaurants.

SpartanGreek and Italian -Left out of Lot. Spartan is on your

right

Maggie McFly’sAll American.-Left out of Lot. Right at Stop sign.

Left at first Light. Maggies is on your right at next light.

Fridays / Chilli’sAll American Grill-84 E exit 23. right off exit. Left at

next light. Fridays Chilli’s on your right.

Olive Garden / Ruby Tuesday / Bertuccis

Italian-84 E exit 23, right at exit, left at next

light. Olive Garden in the Mall on your right.

Family Fun

Closest Movie TheaterRegal Cinemas-84 E Exit 23 right at exit. Left at next light. Regal Cinemas in Mall 3rd

floor, on your right. 203-757-2244Closest family play place (example: Chucky Cheese or Jillian's)Chucky Cheese—Wolcott St-84 E exit 22. Slight left, Market Sq becomes McMahon. Left Onto

Baldwin street. Right onto E. main street. Slight left onto Wolcott St.Closest Children's play park Hamilton Park-- 1460 East Main Street, Waterbury, Connecticut Lantern Park-- 99 Lantern Park Dr, Naugatuck, CT 06770-1840, US Hop Brook Park-- 4 Straits Turnpike Middlebury, CT O6762

Every Day Selling at the Front Desk

In this section you will find:Checking in and value sellingReservations and value sellingUnderstanding Value

Understanding Value

Value is not only associated with price, but quality for the price paid, with limited time and stress in buying and receiving the product.

What items at your hotel represent value to the guest?

Guests see value through friendly, efficient service and staff, clean comfortable surroundings, easy to understand & consistent pricing, ease of booking, 100% satisfaction guarantee, hotel location, breakfast, and room amenities.

Front Desk Duty Tip Reservations

Start with Value selling. Before you quote a rate let them know what we offer. Also before quoting a rate get: the dates and number of people. Try to up sell first. Do not offer discounts unless they offer it and let them know proof of AAA, Gov will be required at check in. Always get all information including name/ address/ phone number/email ect.

Ask if you can book the room for them.

Thank them for choosing us before you hang up the

phone!

Denials and Regret Tracking

When booking a reservation it is important to ask if you can book the room for the guest. If they say “no thanks” for any reason ask why and track on this screen.

Knowing why the guest is choosing not to book allows us to property manage our inventory and rates.

Your role in the Sales Effort

In this section you will find:Your role in salesOur hotel sales policiesGroup informationMeeting room informationProperty tours

Key Areas

Build Relationships w/ guests (everyone) Make Outside Sales Calls (Sales/GM) Uncover NEW Business (everyone) Document Sales Activity (everyone)

Always Remember“People do business with people they

know, like and trust.”

Front Desk Tip:Common Acronyms.

ADR- Average Daly Rate

Rev- Revenue OCC- Occupancy

RevPar- Revenue per Available Room

LNR- Local Negotiated Rate

YTD- Year to date MTD- Month To date

PTD- Period to date

Sales Role Carry on casual conversation w/ guests. Promote your hotel and the area. Find leads. Observe! Listen! Ask Questions – ?What company are you with? ?What brings you to the area? ?Are there other associates traveling as well? ?Do you use other hotels? ?Would you provide me a business card and a name of someone in

your company who makes decision with travel and hotel coordination? Our DOS/GM would like to contact them to find out more details and possibly set up a corporate rate for your company.

Fill out HP Lead Sheet / attach business/give to GM. Identify problems, communicate, resolve. Care about your guests everyday!

Property ToursImportant 10-15 minutes

DO’s Hotel clean/pristine! Pre-select rooms, inspect, set lighting. Communicate to all

departments Pre-brief Front Desk on arrival

time/name Verify appt day before Send thank you same day Ask Prospect what is most

important to them.

DON’TS Keep them waiting. Act like it’s just another day on

the job. Make noise (laundry cart on tile

floor, vacuuming). Forget to smile and introduce

other staff Complain Leave out work materials Forget uniform & name tag Forget to be on your best – it’s

show time!

Meeting Room

It is the front desks responsibility to help sell the meeting room. In order to do so you need to know id it is available, how much it is, policies and how to fill out the contract.

Conference room policy Confirmation of meeting space requires a Signed Agreement and valid credit card. The Front Desk Agent is to open a house account upon booking and confirmation

of a meeting. Extra Equipment and Refreshment Price Listing is available in the Meeting room

Contracts binder. The Service Charge and taxes are: 6% service charge plus 6% sales tax. Cancellation of an event within

6 days prior to arrival, charge 10% of estimated charges 5 days prior to arrival ,charge 15% of estimated charges, 4 days prior to arrival, charge 20% of estimated charges. 3 days prior to arrival, charge 30% fee 2 days prior to arrival, charge 40% fee 1 day prior to arrival, charge 50% fee No show or arrival date cancellation, charge 100% fee

Conference room guests are asked to please restrict activities in the meeting room. The lobby and other public areas are for registered guests.

Group Policies

Groups have a cut off date of 3 to 4 weeks prior to the event. Based on availability we may allow week of cut off.

Sports groups, this market has a policy that on multiple stay reservations, the team can cancel by 11am if they loose a game, these are exceptions to the rule.

Noise. The hotel will not tolerate disubabance of other guest and there for must insist that all group activities take place in the lobby or assigned meeting area. Only one warning will be issued be fore person/s responsible for notice are asked to vacant the premises.

In the event of damage to any hotel property the group will be charged for repairs or replacement of property. We require a credit card or $200.00 refundable deposit per every 10 rooms.

Each policy is listed on contract based on relevance.

Group Rates

All groups must be booked through the sales office. Group rates are based on

number of rooms Room types requested Number of nights Requested time period

These items can all be discussed with the sales department.

More “Yes I can Attitude”3. Turn your dreams into goals.

The Just Do It Principle

4. Focus on results, not just activity.

5. Always be up, never give up!

Seven words that you predetermine your destiny!

As you think so shall you be.Things are neither good or bad, but thinking makes it so.

Understanding our Comp-set

In this section you will find:Comp set informationUs vs. ThemSTAR reportsCall around

Us Vs. Them Who are our Competitors? Courtyard Marriott,

Holiday Inn Express, Holiday Inn, Hampton Inn Meriden and Crown Plaza Southbury.

You work for the best! Hampton is the #1 limited service hotel. And the Waterbury Team strives to outperform the local competition by providing exceptional service and accommodations. And we back it up with our 100% satisfaction guarantee

Competitors Amenities Us Courtyard

Marriott

Holiday Inn Express

Holiday Inn Crown Plaza

Hampton Inn Meriden

Number of rooms 91 199 111 284 197 124Pool and Fitness room YES YES YES YES YES Fitness

RestaurantNO YES YES YES YES NO

Free Newspaper YES NO NO NO NO YESFree Local Calls YES YES NO NO NO YESComp. Breakfast YES NO NO NO NO YESWireless internet YES Only in the

lobbyOnly in the

lobby YES YES YES

Courtyard Marriott

This property is 3.5 miles from us and is a full service property.

They offer a full restaurant and room service.

They charge for all services including internet

Hampton Inn Meriden

3 time Lighthouse award winners

Cloud Nine. The Hampton bed experience. 100%

Hampton Guarantee On the House™ hot

breakfast Complimentary high-speed

Internet access Hampton also offers a 24

hour front desk, message and fax service.

   

   

   

   

Holiday Inn

Newly renovated, new mgmt, changed name from Conn. Grand.

Indoor water park coming soon.

The Holiday Inn Waterbury boasts more than 40,000 square feet of flexible meeting space with 21 meeting rooms. Our 9,000 sq. ft. ballroom accommodates up to 1000 people.

Holiday Inn Express

Offer a business center with two terminals with free internet access and printing

Business-class rooms or spacious guest rooms, all rooms have both wired and wireless internet access.

Crown Plaza Southbury

Offer a sauna, Jacuzzi and in-door pool.

Full service hotel serving breakfast, lunch and dinner in our Arrowhead Restaurant and Lounge.

Grand ballrooms that hold 90 to 400 people, 3 handsome boardrooms and up to 13 total breakout rooms.

Call Arounds You make these calls each shift and it is important to know why.

Basic Information:1. Rate: are they higher or

lower then us?2. Occupancy: Higher or

lower?3. Ask for over flow if available.4. Offer over flow if available.

Advanced information you should be looking for:

1. Does this property normally perform lower or higher then us? If so and something has changed, ask questions. Do they have a group, new company ect.

2. Dramatic changes in rate may indicate an event we do not know about, bring this to managements attention.

CORPORATE NEGOTIATED ACCOUNTS

•List of accounts/rates•how to give info to guest when request a corp. rate•How to treat a corp. client•Tracking

Our LNR’sIt is important you know who they are.Important note : Corporate rates are based on number of nights per year. They can fill out LNR qualifying sheet and Sales Rep will be in touch to discuss qualifying rates for the current

Company Name RateBentley Systems 0560025719 $89.00

Chase Collegiate 0002662913 $99.00

Crompton 0560000313 $79.00

David Brown book company 0002663005 $89.00

Envipco 0002664801 $95.00

General Electric 007279910 $89.00

Gunnery 0002648816 $95.00

Home Depot 0301509100 $ 89.00

Garkenyon $99.00

Hershey's $89.00

IBM 0322807100 $89.00

Macdermid 0560043317 $89.00

Maiuri Electric 0002658542 $95.00

Mikron 0009870545 $89.00

Naugatuck Valeey Community College 002660969

$99.00

New England Systems 002649677 $99.00

NRF Dist Inc 0002663004 $95.00

Plastic Supplies 0002635999 $105.00

Company Name RatePost University 0002648286 $ 95.00

Rainbow $109.00

SPI Dist 0560054488 $95.00

State Garden 0002648279 $105.00

STCR Business System 0002639296 $89.00

Taft school $99.00

Ward Leonard 0001362432 $89.00

Waterbury Hospital 0002648833 $89.00

Westover School 0002402628 $95.00

Whyco Fishing 0002647278 $99.00

Worley Parsons 0560042611 $95.00

J. Fletcher Creamer and Sons $89-$99

Platt Bros. $99.00

Why Tracking is Important

Knowing who your top companies and guest are is a very vital part of selling your property.

The key is that “80% of your business comes from 20% of your customers”

This means the companies and guest that stay with you the most are your first source to higher occupancy. So you need to know who they are and where they are coming from.

Company Line Information

Preferred Information to get, company or attraction that brings them to the area.How? Ask them: “ What brings you to our area”

The company line helps us track and find new business. Relevant information NEEDS to put in on this line.

Items that should go here:COMPANY NAME!!!!Local area event they are here to attend

Please no more generic information such as Visiting family AAA Night out ect.

Next best Thing? Who referred them to us?

Ask them who referred them to us and note it on the company line by putting

Referred by ……….

Market Category/Tracking Statistics It is important to ask: “ What brings you to our area”

When checking someone in you are required to pick a Market category and tracking Code. See below for Example.

Tracking this information is a great tool when marketing the hotel and doing sale analyzes so this information is very important to our sales efforts.

On the left side you choose the market category.

B for a business related trip or L for a leisure related trip.

And the best Market Category that fits the reason fro their visit.

On the right hand side you choose the tracking code.

Choose the best tracking code that relates to their visit.

Guest Service

Example: •Brand Loyalty plan•The art of the apology•How to say no with out saying no•Guest service tools available to you.

What keeps our guests coming back? #1 Can do attitude of staff Staff appear to enjoy their jobs Helpfulness of front desk staff Helpfulness of housekeeping staff Professional appearance of staff Cleanliness of guestroom and bathroom Sense of safety and security Comfort of bedding & linens. Efficiency of checkout process.

Guest Loyalty

The main reason to have the HHonors program is to build Guest loyalty. If they keep coming back then we keep making money.

We track this loyalty with our SALT scores, 100% Satisfaction guarantees and one on one conversations.

Excellent Service is what keeps our guest coming back.

100% Hampton

The most IMPORTANT tool we have is our 100% Guarantee. It lets our guest know that if they are not satisfied they do not have to pay. It keeps them loyal.

Does that mean you should give it away for every problem, if you or THE GUEST believes it warrants it, YES. However it is our responsibility to make sure every guest is satisfied so they do not feel a need to invoke the guarantee.

We will go over how it works and why with some roll playing.

HHonors (pronounced Honors)

Approximately 80% of our clientele are Honors members. Of the 80% the majority are gold and Diamond members

What does that mean? While you will learn a lot more on this important subject darning your training process but this is valuable information. There are 4 tiers in the HHonors program:

Blue- which is a new member or an infrequent member (our goal is to change that)

Silver this is a common Hilton guest Gold stays with Hilton very often Diamond which means they stay with Hilton more then they

stay at home.

SALT SCORES Satisfaction And Loyalty Tracker What are they? Guest surveys - 250 randomly

sent out each month. Ranked by Hilton based on SALT scores and

QA Inspection. Need 79% of 9&10’s responses surveyed to receive Outstanding Reward.

5/10 Rule - Acknowledge every guest within 10 ft. and converse with guest within 5 ft. of you.

Front Desk TipThe Art of the Apology!

Apologizing can be difficult. Keep these things in mind when dealing with a situation that requires and apology.

1. If the guest brings a negative situation to your attention, you need to apologize, even if they are not upset.

2. Always be sincere. Even if it seems insignificant to you the guest would not have brought it to your attention if it did not upset them.

3. Do your best to correct the situation immediately. 1. The guest should not have to wait for a manager or a team member from another department

unless there is no other option. 2. However, be sure to inform the GM and department head of ALL comments and complaints.

4. Take responsibility for the problem. Do not place blame on another person or department.

5. Fallow Up is very important, especially if you were not the one correcting the issue.1. Put a sorry note in room2. Call to be sure problem has been corrected3. If necessary give the guest a sorry amenity.

How to say No, without saying No.The Key is to offer a positive solution to the problem and not to end on a negative note.

This is a talent that comes with experience. You can not avoid saying no in every situation how ever here are some tips to take NO to YES or as close to it as possible. Uses these examples as a guide.

Challenge One Possible Positive Solution

Guest asks for a rollaway bed but all of them are in use

“I am so sorry Mr. Smith but we do not have any available tonight. However I can offer you some extra pillows, blankets and sheets for tonight. If you are staying over I would be happy to get a rollaway to your room if one becomes available.

Guest request an upgrade, you do not have anything to give them.

" As a valued guest, I wish I could offer you a better room however you are currently reserved in one of our _________ rooms and that is all I have available. Can I offer you a preferred location in the hotel instead?"

   

   

   

   

Not my job?

There is no such thing as “Not my job in the service industry” Your hotel is a limited service property which means that you have limited means to serve the guest not that you should limit the service you give them. So you may find yourself working in a variety of situations.

Where to find housekeeping productsCommon maintenance issues you can fix easily

I do not work in that department but the guest needs…..Housekeeping Item needed Location

Linen  Laundry room

Extra pillows  In room closet or drawer/ laundry room

Air Freshener  In Laundry room and Front Desk

Ashtrays  Employee room cabinets

Laundry bags  Front Desk and room closets

Trash bags  FD, Laundry room,

Cleaning supplies  Laundry room

New Remote Controls  FD and maintenance office

   

   

Maintenance Item needed Location

Light Bulbs FD, maintenance, h-keeping 

Batteries  FD, maintenance

Screw Driver  maintenance

Lost and Found Housekeeping—accessed only by managers

   

   

   

How do I fix?

Phone lines go down in the whole hotel.1. Go to phone room and reset the phone line. (lets show

you now)2. Call AT&T and Active and have them check the lines.

(use the fax machine)3. Call FOM or GM

Internet is down in the whole Hotel.1. Test this on the back computer2. If it is down go to the phone room and reset the internet (let’s

show you now!)3. If that does not work call Active on the 800 number. Keep calling

every hour or so until the problem is fixed.

Emergency Policies Snap

ShotThere is an Emergency binder at the front desk. It

will have detailed information on what to do in most emergency situations

Emergency numbersQuick tips

Emergency Numbers and ContactsLocal Emergency Numbers  

   

ALL EMERGENCY 911

FIRE DEPARTMENT  911/0203-597-3400

POLICE DEPARTMENT 203-574-9611/0203-574-6910 

LOCAL HOSPITAL 203-573-6000 

LOCAL CLINIC  

SUICIDE PREVENTION  

ELECTRIC COMPANY 1-888-783-6617 

GAS COMPANY 1-800-989-0900 

WATER COMPANY  

POISON CONTROL  

ELEVATOR COMPANY 1-860-257-1497 

TELEPHONE - LOCAL 1-800-448-1008 

TELEPHONE / SWITCHBOARD 1-877-212-7900 

EMERGENCY CLEANING SERVICE  

CABLE COMPANY 1-888-5634/01-888-LODGNET 

Hotel Information  

Name Hampton Inn Waterbury 

Address

Phone Number 203-753-1777 

Street Address 777 Chase Parkway

City, State, Zip  Waterbury CT 06708

   

General Manager  

Name Monica Morgan 

Home Phone 203-879-6249 

Cell Phone 203-704-0816 

   

Area Director  

Name  Samantha Markey

Cell Phone  203-509-0853

   

HP HOTELS Emergency Numbers

Phone 205-879-7004 or Fax 205-879-2680 

Reporting Guest Accidents/Incident INCASE OF EMERGENCY - CALL 911 Immediately! Complete the Fireman Fund’s Guest Property

Incident report. Be thorough. Use correct wording…guest stated, alleged, claims, etc.

Pay attention! What type of shoes are they wearing? Take pictures 8 minimum from all angles. Place pen

at alleged location of accident for one picture (shows scale). 35 MM cameras located in AGM desk.

Call 911 for Injured guests requiring medical attention. For liability reasons, we can not personally transport guests. We will pay for a cab if guests do not want an ambulance.

Fire Alarm Panel

If the fire alarm goes of you should go to the panel and first see where the problem is. If it is a guest room call and be sure they are okay.

If yes: Acknowledge the alarm/ silence it/ reset system. Then let the guest know you must come check the room.

If you do not get an answer go to the room and check.

Do Not Silence the alarm until you know everything is Okay.

Front Desk Resources

In this section you will find:HP-Website infoList of websites that will help you dailyBrand websites and other resourcesList on tools on property available to you.Helpful tips

Your resources and tools

Help Line for Internet Support Questions1-877-584-0400

Help line for brand support questions1-800-435-7435

Web sites

Useful Web Sites Uses

www.hp-hotels.comoffers forms and a variety of information you can use daily. See GM for Current ID and Password.

www.hamptoninn.com To make reservations and access our website.

www.hamptontoday.net Brand information and updates

http://www.waterburyconnecticutdirect.info/ Town info including weather, events and news.

www.mapquest.com Find directions to or from a location for a guest.

www.google.com Great for searching companies, events, pictures, directions

Use your comp set websites too Stay up on their rates, amenities and availability.

More resources

Your Management staff Special amenities kit.

This should included uncommon items that may be requested by our guest. Ice scrapper, curling iron, PJ’s…..

Directional cards Hotel Directory