a. Welcome message b. Our mision, vision and values c. Statement on the importance of customers to the hotel d. Statement on the importance o four staff hotel
a. Hotel description and location b. Our services c. Organization chart d. Hotel plan map and layout
a. Courtesy standards b. Operations and processes of the Reception Department c. Operations and processes of the housekeeping Department d. Company policies, practices and procedures (internal labor standards)
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This manual is designed to Welcome and help our workers in our hotel so that they feel part o four company. With this he/she will know the operation and rules of the hotel (rooms, map, location, information of services, other, and so on)
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Our existence is to offer the highest level of quality among all the hotels in the center of Madrid.
We want to be able to create our own hotel chain. And we especially care the quality that we offer to our clients.
Our main values are honesty, respect, responsibility, both, with our staff and with our clients.
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Our staff hotel will always try to listen properly, respect and help our clients at all times.
We especially take care of the good appearance of our employees, in two departments, reception and housekeeping. Without forgetting that they are our priority. 6 6
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Our hotel, Sky Via Hotel 4*, is located in the center of the city Madrid, specifically in the Street Gran Via, 55. (Between Plaza España and Puerta del Sol), it´s located more specifically to 150 meters from Plaza España and Puerta del Sol (10 minutes). It is a restored building of nineteenth century. Its exterior design is modern. Thanks to the good location of the hotel, the customer can visit: The Prado Museum, Palacio Real, Parque del Retiro, Plaza De España, Barrio Salamanca, Plaza Mayor, Callao Cinema, etc... 8 8
This hotel has different services like: 100 rooms Bar Room service (24 hours) Daily newspaper Wake up service Fully equipped rooms ( wifi, air conditioning, Flat screen TV, minibar, pillow menu, bathroom, amenities) Buffet breakfast Parking
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Terrace (there are a relax area that is only open in season terrace from 9 to 16 hours.) Gluten-free
breakfast
products
(subject
to
request 24 hours beforehand). Car hire A conference room Spa service (Nammu Corner).It is equipped with sauna, Jacuzzi and contrast shower, where our clients can enjoy and relax. You can book massages and treatments.
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Our hotel is divided in those departments to simplify our work:
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Our hotel consist of 100 rooms divided in 4 floors, this plane is the ground floor, and here we have the rĂŠception and back office, a conference room, Spa, bar-restaurant, bathrooms and lifts and stairs. We have in all our corners fire extinguisers, we have a hose in all o four floors, access for disabled to all of our facilities, and emergency exit. 12 12
We have 25 rooms in all our plants, as on the ground floor we
have
extinguishers
in
every corner, emergency exit, elevators
with
disabled
access, stairs. In the forth floor we have terrasse.
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The hotel has a Human Resources Department which will assist and provide information to the employee when they need it. There, they will be able to collect their vacation report, their work contract, in addition to any other necessary documentation.
1.In the Reception Department, when a customer arrives, we will receive him/her with the sentence: "Welcome to Hotel Sky Via" and we will ask him/her if he/she had a good trip. 2.As a general rule, they should not interrupt the customer when they are talking.
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3.When the client is uncomfortable or angry because of any reason we will always try to understand him/her and help him/her wherever is possible. 4.When the client leaves our hotel we will thank them for their visit and we will ask for their stay and if he/she has been comfortable in the hotel. We will wish them a good trip and we will invite them to come back soon.
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The
Reception
Department
function is to act as the public image of the hotel, primarily by greeting hotel rules and checking in
guests.
It
also
provides
assistance to guests during their stay completes their accommodation, food & beverage, accounts and receives payment from guests.
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The most common processes in the Reception Department are:
CHECK-IN WITH RESERVATION
Greetings and welcome to the client Ask for the necessary information to the client to locate your reservation Check information obtained from the client about your reservation Request the necessary documentation Fill in registration or welcome card and key delivery Communication to the client of the location of his room, the hotel services and schedules of the same and wish a happy stay
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CHECK-IN WITHOUT RESERVATION
Greetings and welcome to the client Inform the customer about availability, prices and services of our hotel Request the necessary documentation Make reservation and request form of payment Fill in registration or welcome card and key delivery Communication to the client of the location of his room, the hotel services and schedules of the same and wish a happy stay
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HANDLING A COMPLAINT
Listen carefully to what the customer has to say, and let them finish. Ask questions in a caring and concerned manner to understand the situation. Create empathy with the customer. Apologize to the customer, even if you feel that you have no part in the problem. Decide what you will do to resolve the problem, and tell this to the customer. Solve the problem quickly. Thank for telling us.
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The most common processes in the Housekeeping Department are:
ROOM CLEANING
1. Room ventilation 2. Empty wastebaskets and remove bedding and bath 3. Review of possible forgotten objects and faults 4. Clean terrace (if there is one) 5. Make beds
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6. Sweeping or vacuuming (both bathroom and room) 7. Dust cleaning 8. Wipe room floor or pass mop 9. Clean bathroom 10. Check that everything is correctly executed and in order
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CLEANING OF COMMON AREAS
1. Early in the morning, cleaning of areas near to bar and restaurant. 2. Cleaning of ground floor toilets. 3. To pass the mop in the hotel's main hall. 4. Keep in mind that it is necessary to scrub the stairs of each floor. 5. Before noon, cleaning of the conference room and the spa (Nammu Corner) 6. At the last hour of the day, cleaning the terrace. 7. In the afternoon, cleaning review to all common areas.
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Workday: The working day of the workers is 40 hours a week. Working schedule: The working hours at our hotel can be shifts in the morning (8:00 a.m. to 4:00 p.m.) afternoon (16:00 p.m. to 00:00 p.m.) night (00:00 p.m. to 08:00 a.m.) Break: The employees have a 20 minutes of break during their work day. 24 24
Overtime rates: Overtime shall be paid for at the rate of time-and-a-half. Pay periods: The monthly payroll of each worker will be held from the 1st to the 5th of each month. Holidays: All our workers has 3 period of 15 days of holidays; one of the period must be necessarily in summer by norm, and the rest divided before and after summer. Rest days: The workers of all of our departments work 5 days a week and have 2 days of rest. This is established by the tourism law of Andalusia and collective agreement.
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Sick Leave: The
company
requests
that
employees
provide
notification to their supervisor as soon as practicable when taking time off because of any medical reason. Attendance and Punctuality: The punctuality and assistance of our employees is very important. If any day the worker cannot go to work, he/she has to ask permission to the Head of his corresponding Department. Employees benefits (incentives): The comfort of our workers and to make them feel at ease in the company is a goal for us, that’s why we want to reward the good work done by our workers with work incentives such as discounts, continuous feed-back, achieves recognition… 26 26
Dress Code (Uniform) An employee’s personal appearance and hygiene are very important. We take into account that the appearance of each employee is representing our company. Because of this, employees are expected to dress appropriately for their individual work responsibilities and position. Also, all employees in each department have to wear an identify badge together with their uniform. Use of the telephone: In case the worker needs to call for urgent reasons, he/she will ask permission from the manager of each Department.
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Drug-Free / Alcohol-Free Environment: Employees are prohibited from unlawfully consuming, distributing, possessing, selling, or using controlled substances while on duty. Smoking It is necessary for the protection of all employees that smoking is not permitted in or around the hotel unless in a designated area of the staff. Abuse of this policy may result in disciplinary action. Safety The company takes every reasonable precaution to ensure that employees have a safe working environment. 28 28
Safety measures and rules are in place for the protection of all employees. Discrimination and racism: The hotel will not tolerate acts of discrimination and racism both with customers and partners. The hotel will take the appropriate actions if necessary Formation: Continuously we provide specific formation for our employees for all departments. Quality: There are very important for us the quality
standards
because
that
is
reflected in customer service
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Family-owned company The work-family reconciliation of our workers is very important for us, we have a preference for choosing schedules
for
families
with
children’s,
dependent
relatives, lactation permits, reduction of working hours and work leave.
For the Reception Department: The information must be kept confidential and not to be revealed by the employee with guests or people outside the hotel. 30 30
The receptionist cannot accept gifts, invitations from guests or anyone else. He/she must make good use of computer tools (email, internet, telephone) and not use them for their own benefit. He/she should act with integrity, honesty and truthfulness in all our working relationships, both internally and to society. He/she always treat guests in a polite and respectful form. Men have to be shaved every day. They cannot wear piercings or tattoos on sight. Women have to wear clean and well-collected hair 31 31
For the Housekeeping Department: He/she never disturb the guests and always treat them politely. He/she should have willingness to guests and solve their doubts. Taking care of customers belongings when she cleans the room and never steal anything. Know how to separate her private life from work, because it is a very hard physical work and depletes the person. Promote good teamwork environment. The housekeeper must teach to the housekeeper team member how is the proper use of the cleaning products for the rooms. 32 32
When the housekeeper team member finds some forgotten
object
in
the
rooms,
she
must
communicate it quickly to the housekeeper. The housekeeper must leave the master key in Reception when she finishes her work. The housekeeper team member must wear comfortable shoes since they have to be on their feet for many hours a day. During the cleaning of the common areas (restaurant, bar, hotel main hall…) they have to indicate the slippery areas.
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The Resort is protected with modern fire protection equipment including smoke and thermal detectors. Fire drills are conducted on a regular basis to ensure employees are trained in evacuation procedures. For your safety and that of our patrons, please ensure you are familiar with the procedures for evacuating the premises
and
your
responsibilities
in
emergency
situations. It is important, so please make sure you know the location of the closest fire exit in each area of the hotel, as well as the location of fire hose reels, fire extinguishers and fire blankets. Also, please ensure your work area is kept clean and tidy. Do not block corridors, entrances or exits.
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Our Department Manager is responsible for ensuring each person in the department has been trained in the following:
The procedure to be followed in the event of fire: 1.Remain calm 2.If one is available, activate the closest fire alarm or dial switch. If one is not, call 000 3.State your name, location, the location of the fire or smoke and the type and size of the fire (ie electrical, fuel or paper) 4.If possible, without endangering yourself, try to put out the fire ensuring you use the proper extinguisher (see method of operation below) 35 35
5.If this is not possible, close all doors to the fire area and follow
the
evacuation
procedure. 6.If it is safe to do so, wait in an area that is a safe distance from the fire so you are able to direct personnel arriving on the scene to the location of the fire
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Do not use the elevator Feel any door you are going to open (with the back of your hand) to see if it is hot. If so do not open the door Stay low to the floor and if necessary crawl to avoid smoke “Stop, Drop and Roll� In a fire, smoke kills 80% of people - more than the actual fire itself.
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Noelia Cebrían Marín Luz Maria Delgado Melguizo Maria del Mar Escudero Vicente Tamara González Coret Human Resources Dpt.
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