General Standards

Recycling Procedures
Everyone has a part to play in keeping the environment clean. We
are committed to reduce waste in landfills, and to recycle. We rely on you
to make your property’s recycling program a success.
AT YOUR PROPERTY
The following items are recycled:
Recyclables are stored:

Safe Work Habits

We want to provide a safe workplace for you and help you work
safely. You could hurt yourself if you lift, carry, or move items the wrong
way. To help you lift, carry, and move items safely, we’ve developed
some tips for you.
When lifting items:
 Place your feet shoulder-width apart to maintain your balance.
 Grasp the item with both hands.
 Bend your knees; don’t bend at your waist.
 Keep your back straight.
 Use your leg muscles, keeping the item close to your body.
 Get help if an item is too heavy or is an awkward shape.
When moving or carrying items:
 Hold the item close to your body.
 Point your toes in the direction you are headed and turn your entire
body in that direction.
 Step carefully.
 Watch where you are going.

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Maintenance Needs
Your alertness keeps the property in excellent condition. As a
member of the front office department, you see the property up close
every day. Reporting maintenance needs is everyone’s job -including
yours.

There are two types of maintenance needs: urgent and routine.

An urgent need is one that requires immediate attention, such as a

leaking ceiling or a broken window. Whenever you see a situation that
may be considered unsafe, report it as an urgent maintenance need.

A routine need is one that can be scheduled for later repair by

maintenance, such as chipped paint or air conditioning filters that need
replacing.

To handle an urgent maintenance need:

 Call the maintenance department

 Request an immediate response

 Fill out a maintenance request form, if necessary

 Follow up with guests if maintenance needs affect them

To handle a routine maintenance need:

 Review the need with your supervisor

 Fill out a maintenance request form

Ask your supervisor or trainer what your property’s specific

procedures for handling maintenance needs are.

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Property Policies
Every lodging property has certain rules that help maintain order.
Be sure you understand your property’s policies so that you can respond
to guest questions and problems.
AT YOUR PROPERTY
Buses park in the following locations:
The fire code restrictions on where rollaway beds can be placed in
guestrooms are:
The maximum number of guests allowed to stay in a room is:
The valet and self-parking charges are:
The charges for cribs, rollaway beds, and other loaner items are:
The policy regarding guests’ pets is:
The check-cashing policy is:
The policy regarding a guest, who has a confirmation letter at check-in,
but no reservation, is:
The policy regarding a guest, who has no credit or driver’s license to
check in with, is:
The policy regarding a guest, with non-guaranteed reservations who
arrives after the cut-off time, is:
Giving Directions:
Most of our guests will be from out of town-and probably won’t
know the area very well or at all. You can remove some of the hassle
from their trips by helping them get to the property. Guests who arrive
without getting lost are usually in much better moods than guests who
can’t find their way.
Here are some tips for giving directions:
 Keep directions as simple as you can. It’s better to explain other
longer way if the directions are easier to follow.

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 Only give directions that take guests through safe areas.
 Talk slowly enough for the guests to write down what you’re saying.
 Spell street names, and mention other landmarks.
 Use “left” and “right” instead of “north,” “south,” “east,” or “west.”
 Ask guests if they understood you and if they’d like to repeat the
directions back to you, just to make sure.
 If guests want directions from the property to local attractions, draw or
use a map if possible. Maps are usually available at the front desk or
from the concierge.
 Never point when giving directions.
It is especially important that you are able to give directions from all
major highways and from public transportation terminals.
AT YOUR PROPERTY
Give the following directions to someone coming in by car:
 From north of your property:
 From south of your property:
 From east of your property:
 From west of your property:
AT YOUR PROPERTY
Give the following directions to someone coming in from:
 The airport:
 The train station:
 The bus station:

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Security:
Providing security means protecting people: guests, employees,
visitors, and others who have a lawful reason to be at the property. It also
means protecting items that belong to these people and to the property.
You are a key part of your property’s security system. For example, you
can watch who comes in and out of the property, and you can look for
unusual situations. Guests count on:
 Reservationists to tell them about property safety features
 Bell attendants to secure luggage, show them how to use security
devices in their room, practice good key control, and keep their room
numbers and other personal information private
 Front desk employees to practice good key control and keep their
room numbers private
 Telephone operators to guard their room numbers from callers and
oversee emergency efforts
 Concierges to help them meet special security needs
You are also your property’s security alarm. The only way to prevent
a dangerous situation is to report what you see, such as burned-out light
bulbs, broken windows and locks, people who seem suspicious or out-of-
place, and other problems or possible problems. It’s almost impossible to
know for sure whether someone who seems a little odd is harmless or
dangerous. If you think someone is suspicious but are not sure, it’s best to
check things out. But you should never go up to someone who looks
dangerous or makes you feel uncomfortable. Instead, go to a safe place
and telephone a security employee or manager for help.
Don’t think that someone else will report a problem. Providing
security is the job of every employee-including you.

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Occupational Safety and Health Regulations:

Occupational safety and health regulations deal with such areas as

hallways, storerooms, and service areas. These regulations require that
work areas be kept clean, neat, and sanitary. Regulations also require that
hallways, passageways, and stairways have guardrails and railings.

There are usually three major components of occupational safety and

health laws that affect hospitality employees:

 Record-keeping requirements. Requires employers to maintain certain

records, such as reports dealing with employee injuries or illnesses.
Requires that all workplace accidents be reported to managers.

 Inspections. Inspectors may visit an establishment to look for potential

safety hazards. Representatives are more than just inspectors; they
work with restaurants and lodging properties to identify and resolve
problems which, left undetected and uncorrected, could cause injury
or death to employees or guests.

 Fines. It is possible that if your property does not comply with

national or local safety and health requirements, it could receive very
expensive fines. Local safety and health regulations may require a list
of the job titles or people who can be contacted for further information
or explanation of duties. The front office manager may be included on
this list.

Hazardous Materials

Local safety and health regulations may require employers to tell

their employees about hazardous materials that employees may be
required to handle to do their jobs. Material safety data sheets are usually
collected for each hazardous chemical used and filed where employees

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may read them at any time. Material safety data sheets usually list a
product’s hazardous components, health hazard data, and spill or leak
procedures, as well as special precautions or protective gear required
when using the product.

First Aid. Most material safety data sheets have a section that specifies
first aid procedures for accidents involving different chemicals. For
instance, the form may tell you to flush a person’s eyes with water for 15
minutes if a certain cleaner splashes into that person’s eyes. Refer to
these forms for all accidents involving hazardous chemicals. Local laws
may also regulate the number of first aid kits your property must have.

AT YOUR PROPERTY

You can find material safety data sheets in the following locations:

The following sanitation regulations affect your job:

The following safety regulations affect your job:

The following first aid regulations affect your job:

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Lost and Found
Most guests contact the front desk if they lose something. To help
guests find lost items and report items they find, one position or
department often is assigned to handle all lost and found items.
AT YOUR PROPERTY
 If guests call you about something they’ve found or lost, you can help
by telling them to call this employee or department about the lost or
found item:
_______________. If possible, offer to transfer the guest to the
appropriate person.
It’s best to let guests talk with the employee or department
themselves.

 If guests tell you in person about something they have lost or found,
escort the guest to the lost and found department. When you arrive, let
the guest talk directly with the lost and found employee.

 If you find airline tickets, money, keys, jewelry, or other valuable

items, take them to this office immediately: ____________________

 If you find other items, complete and turn in a lost and found slip as
soon as possible. Write down the date, your name, what you found,
and the place you found the item or items.

Ask your manager or trainer to show you what lost and found slips
look like and where you can find them.

Remember; never take lost and found items from the property.

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Transportation to the Airport

Whether your property drives guests to the airport, or an airline

sends a van, you’ll want to know airport transportation schedules.

Have copies of the schedules and price rates in your work area.

If you are able to memorize your property’s schedules, you’ll be able to

provide quicker quality guest service.

Guests need accurate information about the arrival and departure times of
courtesy vans.

If guests miss a ride -or the ride is later than they expected- they could
miss a flight.

The property wants guests to be satisfied with every stage of their visit -
from making reservations to riding the van back to the airport.

You can do your part to make the final stage of a guest’s visit pleasant,
efficient, and stress-free.

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Skills for Exceeding Guest's Expectations:
Guests come to your property for many reasons. Some may have
seen an ad describing the property or they may have heard about it from
friends. Others may have come before, enjoyed their stay, and decided to
return. Whatever the reason, guests expect certain things from you.
Guests’ expectations and the skills you need to meet them include
the following:
Expectation: Professional Appearance
 Maintain a neat, well-groomed appearance.
 Wear a clean, proper uniform.
 Wear your name tag.
Expectation: Friendliness
 Smile.
 Greet guests and co-workers promptly and happily.
 Look guests and co-workers in the eye.
Expectation: Courtesy
 Give guests and co-workers your full attention.
 Treat guests and co-workers with respect.
 Call guests and co-workers by name.
Expectation: Concern
 Imagine how guests and co-workers see a situation.
 Listen with sympathy.
 Show sensitivity to guests’ and co-workers’ feelings.
Expectation: Flexibility
 Treat each guest and co-worker as an individual.
 Welcome each guest as a new opportunity to provide great service.
 Offer creative solutions to meet guests’ and co-workers’ needs.

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