INTRODUCTION TO
LAS MOUZAS
An insight into Las Mouzas life and culture,
our benefits and our people
INDEX ●
WELCOME TO LAS MOUZAS HOTEL..........................................5
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LAS MOUZAS HISTORY......................................6
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THE TEAM (FAMILY TREE).................................7
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HOTEL DISTRIBUTION........................................8
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RECEPTION FUNCTIONS....................................12
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HOUSEKEEPING FUNCTIONS............................15
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BENEFITS.............................................................19
THE EMPLOYEES FOR LAS MOUZAS...............................................21
STAFF RIGHTS AND RESPONSIBILITIES............................................22
THE CUSTOMERS FOR LAS MOUZAS..............................................24
POLICIES AND PRACTICIES.........................................................26
PROCEDURES.....................................................28
WELCOME TO LAS MOUZAS HOTEL This handbook is your guide to what we ask of our people at Las Mouzas and what we offer you. It contains our guidelines relating to your employment. If there's something you don't understand, then please let your Manager, Leader or someone from our Team know. We do hope you have a rewarding and enjoyable time at Las Mouzas and we hope you make good friends, learn valuable skills and do your best for Las Mouzas during the time you are with us. With best wishes,
(Signatures)
Mónica Bolívar, Ana Chica, MªCruz Fdez and Laura Sánchez (Las Mouzas founders) 5
LAS MOUZAS HISTORY All
started in 2015, when four colleagues from CPIFP Hurtado de Mendoza began their studies of Tourist Accommodation Management. Thanks of those two years of hard work and experiences, they decided to push out into the adventure of managing their own hotel, Las Mouzas, founded in 2016 in 12 Maestro Montero St. in the city center of Granada. The hotel's name was given according to the fusion of the four friends names: MO (Mรณnica), UZ (Mari Cruz), A (Ana) y S (Laura Sรกnchez).
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THE TEAM (FAMILY TREE)
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LAS MOUZAS DISTRIBUTION ✔
Modality: City
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Category: 4*
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Facilities: Parking, Wi-Fi, Cable TV, SPA,100 Rooms, Restaurant, Cafeteria, Events Lounge. Surrounding Area Facilities: Ring road either to Motril or Jaén. Neptuno Comertial Center, Repsol Petrol Station, O2 Gym, Parque del Genil Neighbourhood, access by Recogidas Street and Federico García Lorca Park.
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Building Type: Modern 5 floors building with 20 rooms per floor. Clients Accesses: By the main door with access to the lobby and reception, by the parking and by the restaurant.
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Traffic areas: The busiest areas of the hotel are reception, restaurant and cafeteria.
Emergency exit: The emergency exit it's located just in the oposite side of the main entrance door. In addition, there is an access door to the fire emergency stairs, located at the end of the corridor on the left side of the lift.
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Fire extinguishers: Fire extinguishers will be found in every floor, which will be six in total. In case of any accident within the hotel, notify it straight away to your immediate leader.
Note: Do not try to use these fire extinguishers if you are not trained to do it.
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First aid stations: There is a medical kit in the offices of each floor and a defibrillator in the reception.
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Note: There are specific signs for all the emergency stations: fire extinguishers, first aid box, and emergency exit. ✔
Departments: Direction Administration Reception Housekeeping Food and Beverage
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FACILITIES DISTRIBUTION
GROUND FLOOR
FROM 1st TO 5th FLOOR
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RECEPTION FUNCTIONS
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- To distribute and asign functions to the reception staff, taking into account the forecast occupancy and the movement of the individual and groupal guests.
- To asist to human resources and the hotel organization and management, wlecoming the staff and reasign the functions related to the reception areas.
- To relate the reception work with the rest of the hotel departments, considering continuously the needs and the attention to the guests.
- To delegate to the staff wich reception is on charge about, customer attention and security rules, according to the establishment procedures.
- To supervise the the staff which reception is on charge about performance, according to the establishment procedures. - To supervise the actions of the staff which reception is on charge about related to the customer attention , considering the accomplishment of the procedures and courtesy rules.
-To authorize the blocked rooms, the longer stays, the late check-outs and the courtesy to the guests considering the establishment procedures. - To control that the credits and debits are correctly done in the customers' accounts, based in what is established by administration and management.
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RECEPTIONIST FUNCTIONS - Welcoming guests. -To sell and assign rooms. -To give information about the hotel. - To check-in and check-out the guests rooms. - To check the housekeeping documents to verify what the customer has consumed. - To communicate to housekeeping the check-out rooms to start the cleaning process. - To be on charge of the room keys control. - To be on charge of handling the incomes control and operational movements of the hotel. - To deposit the money to the hotel with concepts: accommodation, food & beverage, complementary services, laundry service, events, etc. -To charge the bills: in cash or credit (either national or international divisa, travel checks, travel agencies vouchers, comissions...). 14
- Foreign exchanges.
HOUSEKEEPING FUNCTIONS - The primary role of the hotel's housekeeping department is cleaning guest rooms. Housekeeping works closely with front desk operations to communicate when rooms are clean and ready for guests to occupy. - Although usually associated with cleaning and sanitizing guest rooms, housekeepers are also responsible for other areas, such as public restrooms, convention space and offices. - Housekeeping departments often manage laundry operations, which includes washing linens as well as employee uniforms. - At some hotels, housekeepers are responsible for minibar inventory and room service.
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HOUSEKEEPING RESPONSIBILITIES - To deliver excellent customer service, at all times. - To maintain high standards of cleanliness and presentation in all back-of-house areas and customer areas. - To create and daily job lists from the rooms status, arrivals and departures list. - To maintain the stocking levels of all point-of-sales and consumables. - To report any maintenance issues immediately, including all furniture, fittings and equipment. - To reset lighting to the current standards. - To complete all periodical tasks, such as flipping mattresses, cleaning curtains and dusting lamps shades. - To store all soiled and clean laundry with company policy and complete the required documentation. - To fulfil all reasonable requests from guests, to ensure their comfort, satisfaction and safety. - To report any security issues to the Executive Housekeeper. - To maintain personal knowledge by completing inhouse training and workbooks. - Always adhere to all company policies and procedures and licensing laws. - To be involved and to attend at team meetings. - To carry out instructions given by the management team and Head Office. 16
EXECUTIVE HOUSEKEEPER FUNCTIONS - To ensure the wellbeing of the staff he/she is on charge. - To collaborate with the HR department in the hiring process. - To supervise, controls and trains the staff he/she is on charge. - To distribute the work. - To distribute the holidays. - To collaborate with the HR department for deciding the salaries. - To control the attendances. - To check the rooms and common areas cleaning. - To collect and verifies the guests list. - To be on charge of the forgotten belongings. - To be responsible of the staff keys when they are not working.. - To control the housekeeping goods (cleaning products, amenities, cleaning equipment...).
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ASSISTANT HOUSEKEEPING FUNCTIONS - To clean the rooms and bathrooms. - To change sheets and duvets. - To restock amenities. - To change towels, soap and toilet paper. - To check if the client has fogotten something. - To check if the client has taken something from the room; if so, to communicate it to the Executive Housekeeper. - To control if all the lights and electronic devices. In case something doesn't work properly, to communicate it to maintenance. - To control if all the furniture is in good conditions. In case there is something broken or deteriorated, to communicate it to the Executive Housekeeper. 18
BENEFITS ●
CLOTHES FOR WORK
Your appearance represents “Las Mouzas look” to our customers. While we know that everyone is an individual, your personal appearance is a reflection of our standards of cleanliness and professionalism. At Las Mouzas, you will recieve two uniforms per season (as Granada is very hot in winter and very cold in summer). You will need to take care of them, and we will clean them for you. ●
HAVE A BREAK
It's really important that we all have a break during our working day. In Las Mouzas you are entitled to a 30 minutes paid break if you work 8 hours; it should be taken during your shift, and your direct leader will be the one who will establish the time for it.
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BANK HOLIDAYS
At Las Mouzas, Bank Holidays are included in the employee's holiday entitlement, and so, if you have to work at any of them, you will get paid according to the Hospitality Agreement of Granad.
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HOLIDAYS
At Las Mouzas, and according to the Hospitality Agreement of Granada, you have 33 paid days of holidays per year. These will be spreaded during the year, being: 15 consecutive days from the 1st of Jun to the 30th of September, 7 consecutive days from the 1st of October to the 31st of January, and 7 consecutive days from the 1 st of February to the 31st of May. The 4 days left will be spreaded as the employee prefers (ask your manager or the HR team for the posibilities). ●
MYSTERY CLIENT
Every month, Las Mouzas will be visited by a Mystery Client who will evaluate the general service and the performance during his/her stay in reception and housekeeping, as well as in the restaurant. He/she will pass by the whole establishment to check three important points: Service: from the moment MC comes into Las Mouzas till the moment MC leaves; this is, the treatment he/she got by all the employees, either direct (as reception or restaurant) or indirect (as housekeeping). Speed: There is an average time taken for every single job, and MC will evaluate if they are done on time or not. Cleanliness: MC will check if everything is properly clean and tidy at all times. By having the visit of Mystery Clients, we ensure that the whole team work together to satisfy the needs of every single client. As reward and to keep the employees motivated, if the MC is happy with the result of the performance during his/her stay, every employee will recieve an extra €1 per hour worked during that month. 20
THE EMPLOYEES FOR LAS MOUZAS At Las Mouzas
we put all of our confidence in our staff members, as they are the ones in direct contact with our guests. We believe on them when making their job. This is why we look for the motivation of our personnel, training them and making them capable for a good communication and a good customer service. We consider we are all part of the same team, and we pretend to work all very close, looking for the best management and for happy people around Las Mouzas. A happy staff is a happy guest.
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STAFF RIGHTS & RESPONSIBILITIES As you have become part of Las Mouzas, you need to know the Rights & Resposibilities you have. Please, read them thoroughly and take them into account during your shift. âž”
RIGHTS:
1. Every single member of the staff at Las Mouzas must be treated with respect and dignity. In the same time, he/she must be attended by the manager or a leader when appears any doubt related to the development of his/her job. 2. Every single member of the staff at Las Mouzas has the right of attending Todos los empleados tienen derecho a participar en los cursos, incentivos y demĂĄs actividades,con el fin de desarrollar sus habilidades y capacidades. 3. The employee is entitled to recieve a salary according to the hors worked. 4. The employee has the right to enjoy the provisions established by the Federal Work Law. 22
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OBLIGATIONS
1. To attend with respect, speed and courtesy Las Mouzas customers. 2. To develop nicely, seriously and respectfully your job. Always treat as you would like to be treated. 3. To attend your job position punctually. 4. To know, to respetc and to follow the internal rules and policies of the hotel. 5. To respect the labour and hygienic security established rules to perform correctly and don't take any risk. 6. To use adequately the hotel equipment. Always remember that the equipment is used by all the staff and it's needed that the whole team get trained properly to use it and it's also needed to keep it in good conditions. 7. Always remember to keep a good relationship with your colleagues.
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THE CUSTOMERS FOR LAS MOUZAS - Money flows received by companies from selling
their products are determined by the loyalty of its customers. When they lose confidence in their company of reference and change of company they displace their money flows, putting at risk the financial stability and even the survival of the company "destitute". - The customers are who determine the sales prices, revenues and profits of companies. - The customer, and how he distributes his available income, is in the center of the distribution of money among some companies or others, of the turnover of these. The customer is who decides who are the survivors of the system, who wins and who loses.
All this is why we take care of every single customer at Las Mouzas. They all are our reason to be, and we work hard to give them the best of us. They choose us. We make them an excelent experience. 24
WHO IS THE CUSTOMER? 1) The customer is the reason of being of a company. 2) Without customer, there is not work. 3) The customer is who makes grow the company. 4) The customer is the best advertising medium. 5) The customer decides whether or not the company is successful. 6) The coustomer is the main motivating. - A satisfied customer will be willing to speak well of who has treated him well. - The customer is something serious, of great importance, whom we must admire and respect. - The importance of the customer is so great that the big companies, the winners, work with it. - Thanks to our customers, we can: Maintain a home Put into practice our skills Show our capacity Apply our knowledge Achieve our improvement
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POLICIES AND PRACTISES - QUALITY POLICIES Las Mouzas direction establishes and keeps that the policy is to manage the operations under a own quality system to get better continuously, to achieve the objectives and the fulfillment of its mission, featured by the genuine sercice vocation of its contributors to ensure the guests, clients and visitors satisfaction.
- UNIFORM Every department leader will give the uniform to the new employees their first job day. Any employee will be allowed to work if he/she doesn't come with the uniform in perfect conditions before his/her shift starts. In case any part of the uniform is lost, the employee will be charged for it. The uniform replacement will be done by the company when the department leader consider. In case of theft, never leave the till alone. If you are by your own and any client asks for something that you need to take your position, just ask any other colleague to replace you.
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- IMAGE POLICIES We always pretend that the guests are attended by well presented staff. As you are working in front of the clients, you are part of the image of the hotel. This policy is also applied for the health and hygiene standards. If the employee doesn't accept this rule, he/she might be fired.
- SHIFTS Reception
Housekeeping
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MAIN PROCEDURES (RECEPTION) CHECK-IN - To greet and to welcome customers. - To ask the customer the information needed, checking it and filling out the needed, checking it and filling out the welcoming form. - To supply the customers about hotel services and timings. - To charge the room fee - To wish a happy stay to the customers.
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CHECK-OUT - To attend the check-out request. - To search for the customer documents.' - To analyze the services consumed by the guest are correct. - To print the reciept and to charge. - To say goodbye to the customer.
PROCEDURES (HOUSEKEEPING) CLEAN A ROOM - To ventilate the room and to check for forgotten items. - To remove the rubish, the bed clothes and towels, putting them in the assistant housekeeper trolley. - To clean the terrace. - To make the bed. - To sweep and to vacuum the room. - To remove the dust. - To restore the hotel adverts. - To mop the floor. To clean the bathroom. - To restore the amenities and the towels in the bathroom.
ORGANISE A TROLLEY - First, we put on top the trollery the materials that we are going to use during all day in each room: amenities, bathroom products, information whose the assistance housekeeping should complet. - Then, on a side she are going to put a rubbish and on the other side one dirty laundry bag. - In the first shelf, she will put the bath towel and in the second the bed clothes. Finally, the cleaning products will be placed at bottom of the trolley. 29