WELCOME TO THE TEAM Hotel Tryp Madrid Rest Palace ****
Employee Welcome Manual
Employee Welcome Manual
1 OUR OBJECTIVES AND SERVICES: 1.1 WELCOME 1.2 BRIEF HISTORY OF HOTEL TRYP MADRID REST PALACE 1.3 OUR QUALITY POLICY 1.4 OUR VISION 1.5/1.6 THE 11 KEY POINTS OUR EMPLOYEE SHOULD KNOW OUR EMPLOYEE AT RECEPTION AND HOUSEKEEPING ZONE 1.7 THE 8 RULES OF GOLD FOR A SATISFIED CUSTOMER
2 HOTEL CHARACTERISTICS: 2.1 TECHNICAL DATA SHEET 2.2 STAFF ZONE PLAN
3 HUMAN RESOURCES 3.1 3.2 3.3 3.4 3.5
EMPLOYEE SERVICES INTERNAL LABOR STANDARDS THE IMPORTANCE OF THE EMPLOYEES IMAGE THE IMPORTANCE OF TRAINING AND INTERNAL PROMOTION WHERE TO GO IF ANY QUESTIONS ARISE
1. OUR OBJECTIVES AND SERVICES:
Employee Welcome Manual
5 1.1 WELCOME This manual is intended to host you in the Hotel Tryp Madrid Rest Palace and help you feel part of our team. With him, you will know the operation of the hotel and the rules with which we live together. You will find the history of the hotel, the people who run it and their characteristics (number of rooms, flat, customer services ...).
1.2 HISTORY The Hotel Tryp Madrid Rest Palace was completely inaugurated on March 30 2008. The hotel is owned by Mr. Icardi, Mr. Dybala and Mr. Anna Fritz who from the Board of Directors inspire and create the philosophy of this company. The name of the Hotel is inspired by the rest and dreams we have and we appreciate. Throughout the years since its opening, there have been numerous companies and entities that have awarded the Hotel for its quality, service, facilities and comfort. Among these awards: - ISO 9001 2011-2014 - TUI HOLLY AWARD 2012 - Tripadvisor - Certificate of Excellence 2012 - Holiday Check - Quality Selection 2012 - Best Hotel Gastronomy 2011 - Thomas Cook- Certificate of Excellence 2011 - Fischer Award 2011 - Blue Award 2011
6 1.3 OUR QUALITY POLICY In Hotel Tryp Madrid Rest Palace **** we have made a decided commitment by the QUALITY, aimed at establishing a framework of dialogue with our customers and suppliers, improve our work systems and, consequently, to achieve the satisfaction of our customers. PRINCIPLES OF OPERATION To achieve our purpose we have established the following principles of operation: 路 Assume the needs and expectations of our customers as our own. 路 Offer the services demanded based on criteria of Security, Hygiene and Innovation. 路 Maintain communication with our clients, staff and suppliers, to detect Opportunities to improve our processes. 路 Achieve and maintain the appropriate level of technical preparation of staff through formation. OUR ENVIRONMENTAL COMMITMENT To achieve our purpose we have established the following principles of operation: - Implement environmental criteria in the development of our activities by promoting the environmental awareness of our staff, suppliers and guests. - Use continuous improvement as a system to be more and more efficient in the consumption of energetic resources. - Prevent the generation of waste through its reduction, reuse and recycling.
7 1.4 OUR REASON AND VISION Our goal is to be the best holiday hotel in the Community of Madrid and be among the best holiday and business in Europe. REASON TO BE
We are an independent hotel 4 * luxury, our vocation is the permanent search for the satisfaction of our clients, the development of our professionals and the profitability for our shareholders, through excellence in service, fostering innovation, in a sustainable environment and ethical. FUTURE VISION
We want to be the 4 * Luxury Hotel leader, in quality of service and creation of economic and social value of Madrid.
8 1.5 THE 11 KEY POINTS THAT MUST KNOW OUR EMPLOYEE AT RECEPTION DEPARMENT 1. The Hotel Tryp Madrid Rest Palace **** has 100 rooms divided into nine floors. 2. Just on the first floor we have our Restaurant Suite One, a great center of leisure for everyone with televisions and a little casino. 3. The Hotel Tryp Madrid Rest Palace **** has a gym on the nine floor with maintenance 24 hors per day. 4. Hotel Tryp Madrid Rest Palace **** employees must know the surroundings of Madrid for any client question or petition. 5. The Hotel is not only touristy but also offers excellent facilities for Events and conventions at the meeting rooms (Manzanares, Tibet...). 6. Our staff and our attitude towards the client are essential values for the success of the Hotel.
9 1.5 THE 11 KEY POINTS THAT MUST KNOW OUR EMPLOYEE AT RECEPTION DEPARMENT 7. It is also very important that we are informed of all hotel services for any of us can adequately inform our clients. 8. Hotel Tryp Madrid Rest Palace **** wants to have the best team of professionals among us. Therefore, it is committed to the training of our employees at reception and to equality of opportunities with the aim that we all grow day by day in our work. 9. Our physical appearance is very relevant, it is part of the environment that we want to convey. It is very important that we look carefully at our appearance before entering our work and reception, because it's the first direct contact with the client/hotel. 10 We must convey what we believe must be rectified to other departments. We have to be aware of the details of us and the client. 11. Communication is a determining factor for the operation of the hotel. We encourage you to communicate your suggestions and observations to your superiors and to do all the questions that you consider necessary.
10 1.6 THE 11 KEY POINTS THAT MUST KNOW OUR EMPLOYEE AT HOUSEKEEPING DEPARMENT 1. The Hotel Tryp Madrid Rest Palace **** has 100 rooms divided into nine floors. 2. Just on the first floor we have our Restaurant Suite One, a great center of leisure for everyone with televisions and a little casino. 3. The Hotel Tryp Madrid Rest Palace **** has a gym on the nine floor with maintenance 24 hors per day. 4. Hotel Tryp Madrid Rest Palace **** employees must know the surroundings of Madrid for any client question or petition. 5. The Hotel is not only touristy but also offers excellent facilities for Events and conventions at the meeting rooms and its correct maintenance and cleaning (Manzanares, Tibet...). 6. Enthusiasm and good teamwork of housekeepers are crucial elements for satisfaction our customers.
11 1.6 THE 11 KEY POINTS THAT MUST KNOW OUR EMPLOYEE AT HOUSEKEEPING DEPARMENT 7. It is also very important that we are informed of all hotel services for any of us can adequately inform our clients at rooms doing the housekeeping functions. 8. Hotel Tryp Madrid Rest Palace **** wants to have the best team of professionals among us. Therefore, it is committed to the training of our employees at housekeeping and to equality of opportunities with the aim that we all grow day by day in our work. 9. Our physical appearance is very relevant, it is part of the environment that we want to convey. It is very important that we look carefully at our appearance before entering our work and reception, because it's the first direct contact with the client/hotel. 10 We must convey what we believe must be rectified to other departments. We have to be aware of the details of us and the client. 11. Communication is a determining factor for the operation of the hotel. We encourage you to communicate your suggestions and observations to your superiors and to do all the questions that you consider necessary.
12 1.8 THE 8 RULES OF GOLD FOR A SATISFIED CUSTOMER 1. To smile 2. Greet the customer in a correct way: "Good day / evening / night Lord X (If we know his name). " 3. Pick up the phone saying: "Department (name of department), good day / afternoon / night, attend to you (name of the person), how can we help you? ". 4. Have a good personal image, regarding the uniform, the toilet, the nails, the makeup, The sheet, the hair ..., to give a good image of the hotel. 5. Listening, respecting and showing interest to all clients, even the smallest ones. 6. Be available to help all customers regardless of their requirements. We will never say "no", we will give options that help our clients. 7. To have information of the clients, mainly, to know the special treatment of the VIP clients 8. Know the procedural standards of the department in which we work. We must also commit ourselves to comply with these standards. These golden rules are our basis for the customer to feel satisfied throughout their stay with us. We must keep in mind that the client is the one who pays us the salary And that the customer has to be our reason for being. Therefore, we need to understand, satisfy And anticipate their needs.
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2. HOTEL CHARACTERISTICS: Employee Welcome Manual
15 2.1 TECHNICAL DATA SHEET Full Name
Hotel Tryp Madrid Rest Palace
Category
**** Luxury
Address
Gran Via 8 28013 Madrid, Comunidad Madrid
Phone & Fax
0034 928 519 222/0034 928 519 179
Email Info
info@trypmadridrp.com
Web
Www.hoteltrypmadridrp.com
HR Phone
647 234 867
Email Employment
empleo@trypMadridrp.com
Number of Floors
9
Total Rooms
100
Type
10 Suites/75 Doubles/10 Ind/15 Triple
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2.2 STAFF ZONE PLAN
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3. HUMAN
RESOURCES: Employee Welcome Manual
19 3.1 EMPLOYEE SERVICES The hours of attention of the office of Human Resources -RR.HH.- is: Mondays from 9h00 to 16h30 and Tuesdays to Fridays from 8h30 to 17h30. Saturday and Sunday will be closed. Please, we ask the workers who respect the working hours, we will not attend to the staff even if we are in the office since during that time we will be working for you. The Human Resources department is at your disposal for any question labor. This is a place of listening, understanding, respect and all of help. Do not hesitate to contact us if you need it. You can request payroll advances from the 10th to the 14th of each month during office hours, the advance payment should not exceed 40% of the net payroll. Will be paid by check Bank on the 20th of each month. In case of coinciding with weekend and / or holidays, it will deliver the next business day. Every employee must show your employee card, which you can request at the Department of Resources Humans and all Hotel.
20 3.2 INTERNAL LABOR STANDARDS : WORKING HOURS The work schedule in our Hotel can be on shift Tomorrow (8h-16h) or shift Afternoon (16h-00h) or any other schedule according to the needs of the Hotel. The worker will arrive at the hotel in sufficient time to prepare properly and be able to present themselves in his/her job at the scheduled time. You will continue to carry out your tasks to the end of their working day. It is strictly forbidden to stay on the premises out of working hours except for employees resident in the same areas (staff rooms, staff dining room, etc.). ENTRANCE AND DEPARTURE FROM THE HOTEL All employees enter and leave the service door during opening hours of the same: Monday to Friday 5:00 to 18:30. Saturdays 05:00 to 18:30. Sundays 05:00 to 8:30 and 20:00 to 1:00 This is the usual schedule, there may be some modification according to our needs. In case the door is closed, we go out the door of the employees next to The reception, where we found the baggage zone.
21 UNIFORMITY: Uniforms are owned by the hotel and must be cared for by prevent its loss or abnormal deterioration. The employee must return the completed uniform at the end of the activity. If it is not returned or is delivered in poor condition due to incorrect use, will deduct from the settlement the amount corresponding to the cost of the relevant garment. The uniform should be fully dressed, properly placed and cleaned before leaving the clothing and should not be removed or unbuttoned until returned to the locker room at the end of the working day. The worker collects his uniform in the lingerie (see 2.4 map of the personnel zone) At the end of his contract, the worker has to return the uniform back to the lingerie The identification plate is compulsory and forms part of the uniform. In case of deterioration, in the HR department will provide you with a new one. The loss is the responsibility of the worker, and in that case his value of â‚Ź 3.50 will be deducted at the end of the employment. The employee can wear his uniform to wash in lingerie from Monday to Sunday. 8:00 , taking into account that you will have it clean again and you can go pick it up at 24 Hours (about 4 days if it was a jacket) after putting it in lingerie.
22 PUNCTUALITY, ASSISTANCE AND PERMANENCE Punctuality and assistance are the basis of any work. Both must be complied with all precision. Permits for non-punctuality or work must be requested and justify the person in charge of the corresponding department. Not showing up at his post without warning, breaks a system of work that damages the client and the other members oft he Hotel, for which we consider it a serious misconduct that carries penalties disciplinary actions. LOW FOR DISEASE OR ACCIDENT In case of disqualification for any of these reasons, you must notify personally or through from another person to the Head of Department or to the HR Department as soon as possible and deliver the down payment or confirmation within a maximum legal deadline of 3 days in the HR Department. If you suffer any work accident, you must report it immediately to your boss department or responsible at that time so that adequate for the protection of their health, and the safety of their colleagues. Not doing this communication may presumably assume that subsequently, since it is not the company the facts, it is impossible to recognize that there has been an accident at work.
23 3.3 THE IMPORTANCE OF THE EMPLOYEES IMAGE There is no doubt that our personal image says a lot about ourselves and also of the Hotel to which we represent. That is why in the Hotel Tryp Madrid Rest Palace we put special interest in the uniformity of our employees, in their care and elegance. By having a direct and closer contact with the client we must take care of each and every one of the details, for which the following rules are established which we must all observe: 1. In the case of ladies, always wear clean and well-collected hair with a dustpan or discrete gum, preferably in brown, black or blue. No shaved hair is allowed, rastas, or colored dyes that are not discreet or natural. 2. Gentlement can not wear dreadlocks, hair too long, or shaved with drawings, as well as colors that are not discreet and natural. 3. Accessories such as footwear, stockings, socks, undershirts, belts etc should be discreet and in accordance with the uniformity of the department. 4. Ladies should avoid underwear in bright colors or drawings that can be transparent through the fabric of the blouses. 5. Avoid body odors (sweat, halitosis, breath to coffee or tobacco). 6. Use a fresh perfume or a mild cologne.
24 3.3 THE IMPORTANCE OF THE EMPLOYEES IMAGE 7. Keep hands clean and well cared for. Nails have to be short on knights. In the case of the ladies, the nail should not exceed in length to the fingertip, using if desirably-glaze, discreet color or transparent shine and permanently in good condition. 8. Men have to be clean shaven every day. 9. If you wear makeup this should be natural. 10. The shoes should be carefully and perfectly clean. 11. No piercings or tattoos can be worn. 12. You can not chew gum, especially when staying in a customer area.
25 3.4 THE IMPORTANCE OF TRAINING AND INTERNAL PROMOTION: As we have already mentioned in this manual, the differentiation strategy that directs the road to the Hotel Tryp Madrid Rest Palace makes it absolutely necessary to qualify of our employees. The preparation of people is one of the indicators of social development. It is increasingly a key asset in combating competition. Leading companies in the market point to training of its professional team as one of its biggest assets and are investing more and more in this concept. The Hotel Tryp Madrid Rest Palace considers key training for the achievement of our business goals. The training, from our point of view, should reach all the employees of the hotel. And it must be a source of respect and pride for all. To strengthen our professionalism we carry out our training plan needs of knowledge that shows us our internal organization and, above all, which our client demands, the main source of inspiration for the training process. For all this we invite you to reflect on this topic and we are at your disposal to satisfy your concerns.
26 3.5 WHERE TO GO IF ANY QUESTIONS In the case of any doubt arises that the information contained in the welcome you can not solve, can contact by the following ways: Calling the telephone number 647 234 867 Sending an email to rrhh@hoteltrypmadridrp.com We also take this opportunity to remind you that you have a suggestion box (in the staff dining room) in which they can provide anonymous all your proposals for improvement.
WE ALSO ENJOY TO WELCOME YOU AND WE ARE AT YOUR SERVICE ''UNITED, WE ARE STRONGER'' HUMAN RESOURCES HOTEL TRYP MADRID REST PALACE
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4. STAFF
INTEGRATION: Employee Welcome Manual
28 4.1 THE COMUNICATOR All we need is a paper and pencil to test communication skills. A person in the group makes a drawing, hidden for others. Then, try to instruct the rest to reproduce it in their papers. At the end, the original is compared with the reproductions made. Usually, the differences between the different versions are so great, that it triggers the reflection about speaking, listening and interpreting. The difficulty can be increased by doing the activity in another language, bypassing the questions, or by replacing the drawing with a building with blocks that are assembled inside shoeboxes, to keep them out of sight of others
29 4.2 EMOTIONS IN PROGRESS One of the team members is instructed to represent the role of a client who approaches the company or makes a complaint in a particular emotional situation. The remaining participants must act to understand it and guide it towards a goal. What is sought? Train the perception and management of emotions in the work environment.
30 4.3 THE SWORD OF TIME It divides the group into two teams that must compete in a limited time a similar challenge of a certain complexity, as the assembly of a puzzle, a construction with materials of office or the preparation of a sketch. Time pressure often accentuates the difficulties of the groups to self-organize, as they arise diverse strategies conflicts by the leadership and processes of negotiation.
31 4.4 Digital collaboration Without speaking more than through email or chat, the group should create a wiki, blog or collaborative page, for example, to guide customers in a process, describe the advantages of the company or design a brochure. It allows training of digital interaction skills, by detecting difficulties for effective communication.
32 4.5 THE IDEAL TEAM In cartons or cards of a color, each participant must list five individual strengths. On cards of another color, describe five characteristics of the people with whom you work well as a team. Then the cards are all collected and the “real team” is analyzed against the “ideal team”. It can be drawn or written as is each one, and discuss about the differences. The exercise allows us to reflecct on the strengths and weaknesses of individuals and the need to team up to leverage resources.
33 Also it's important to mention that other contributions to motivate employees, such as reminding them how well they do, extra holidays, extra payment and take into account their needs will make the work ambient better. - Between the possible incentive classes, which we are going to use for the staff integration. After consideering carefully a large list of possible incentives, we've decided that we're going to apply the following ones in our hotel: * Corporate Wellness Program: We've decided to open up our hotel gym to employees, giving them the opportunity to use this facilities for free, every time they want. - Educational Support: We've decided that our hotel will fully support our employee's educational goals, alowing them to fake online courses during work-time if they happen to have free time, having employees discounts in external courses and helping to adapt their schedule in the hotel if they're taking classes. - Free Beverage and Snacks: We've decided to offer free meals and snacks at our hotel. Update Breakroom: We've decided to have a small private employee breakroom, with comfortable seats and relaxing enviroment, in order to keep our employees happy and low stress.