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Comfort Inn Training

R
Robin Michaels

This document provides an overview of training topics for front desk staff at a hotel, including procedures for check-ins, reservations, payments, guest services and amenities, shift responsibilities, cleaning duties, emergency procedures, equipment locations, rewards programs, and phone systems. Trainees will be signed off on after demonstrating proficiency in each duty through practice.

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Training General Front Desk Time Clock (Punch In/Out) Count Drawer Writing Vouchers Water Money Check Log Book Fill Printer Paper Replace Printer Toner Cartridge Fill Fax Machine Paper Replace Fax Toner Cartridge Answer Phone Make Room Keys Original Key Copy a Key Read a Key Making Reservations Verify Future Availability of Room and Type Verify How Many Guests Read Back Information to Guest or E- mail Confirmation Check In Guests Guest Information ID and Credit Card for Cash Guest Underage Guests Cash Deposit Credit/Debit Cards Direct Bill--CLC Cards Direct Bill Accounts CC Authorization Form Verify That Cash Payment Is Posted Manual Posting of Charges Adjusting Charges Daily Charge for Cot No Charge for Crib Smoking Charge Pet Charge No Charge for Service Animals Sign Off Trainer/Trainee Duty Practice 1 Practice 2 Practice 3 Practice 4
Training Sign Off Trainer/Trainee Duty Practice 1 Practice 2 Practice 3 Practice 4 Change a Record Change Guest Information Change Rate Change Stay Change Payment Information Splitting a Payment Making Adjustments to Folio Post a Payment Multiple Payers By Gift Card When Checking Out Partial Payment (ex., weekly) Refunding Cash (Cash Paid Out) Making an Adjustment Front Lobby Wipe Tables and Countertops Wipe High Chairs Empty Trash TV Remote Stays in Office Vacuuming Rugs Seasonal: Clearing Snow Seasonal: Collecting Pool Towels Seasonal: Cleaning Pool Area Seasonal: Turning On/Off Pool Lights Seasonal: Reset Time on Lobby Clocks Laundry Washing Sheets Washing Towels Washing Blankets/Bedspreads Washing Rags Folding Sheets Folding Towels Folding Pool Towels
Training Sign Off Trainer/Trainee Duty Practice 1 Practice 2 Practice 3 Practice 4 Folding Pillow Cases Folding Shower Curtains Folding Mattress Pads Folding Blankets Folding Bedspreads Amenities Where in Back Office Where Extras Are Kept Additional Sheets Additional Towels Additional Pillows/Blankets Additional Toilet Paper Additional Facial Tissue Shift Responsibilities: All Shifts Count/Initial Drop of Previous Shift Sign Into/Out of Shift Bucket Check Prepare Drop at End of Shift Clean Bathroom Add Items to Maintenance Log Sending Packages (Pkg's) Sending Out Dry Cleaning Breakfast Set-Up Stock Supplies on the Counters Stock Supplies Under Counters Refill Juice as Necessary Adjust Serving Amounts According to Number of Guests in House Set Out Utensils Make Extra Waffle Batter as Necessary Keep Tables Wiped as Necessary Keep Supplies Filled as Necessary Wash Used Dishes/Containers Breakfast Tear-Down Store or Discard Leftover Food Shut Off Chafing Dish and Unplug Remove Chafing Dish and Wash For specific shift responsibilities, please see Duty Rosters for individual shifts
Training Sign Off Trainer/Trainee Duty Practice 1 Practice 2 Practice 3 Practice 4 Shut Off Crock Pot Flush Juice Machine Turn Off Juice Machine Lock Refrigerator Turn Off Waffle Maker Remove Ice Packs from Batter Housing Wash All Serving Utensils Wash Crock Pot and Chafing Dish Wash Egg Dish from Mini Fridge Wash Fruit Bowls if Needed Wash Condiment Bowls if Needed Refill Coffee and Hot Water Empty/Wipe Down Cereal Tray Wipe Counters (Move All Serving Pieces to Clean Under Them) Emergency Procedures Shut offs for gas, electric, water Fire Tornado Injury to Guest Robbery Child Trapped in Locked Bathrm Silencing Fire Alarm Where Do I Find: Plungers? Playing Cards? Extra Remotes? Batteries for Remotes? Choice Privileges Looking Up Guest's Number Signing Guest Up How to Earn Free Nights Which Rates Earn Points? Phone System Turn On/Off Individual Room Phones If there are groups in house, please place fruit bowls, oatmeal/hot chocolate holder, condiment bowls, and cereal dispensers inside the cabinets or in the pantry/kitchenette to deter snacking by guests.
Training Sign Off Trainer/Trainee Duty Practice 1 Practice 2 Practice 3 Practice 4 Set Wake-up Calls Turn Off Wake-up Calls Turn Off Alarm for Unanswered Wake- up Calls Forward Call to Room Forward Call to Cordless Phone Reset Time on Phone System

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Comfort Inn Training

  • 1. Training General Front Desk Time Clock (Punch In/Out) Count Drawer Writing Vouchers Water Money Check Log Book Fill Printer Paper Replace Printer Toner Cartridge Fill Fax Machine Paper Replace Fax Toner Cartridge Answer Phone Make Room Keys Original Key Copy a Key Read a Key Making Reservations Verify Future Availability of Room and Type Verify How Many Guests Read Back Information to Guest or E- mail Confirmation Check In Guests Guest Information ID and Credit Card for Cash Guest Underage Guests Cash Deposit Credit/Debit Cards Direct Bill--CLC Cards Direct Bill Accounts CC Authorization Form Verify That Cash Payment Is Posted Manual Posting of Charges Adjusting Charges Daily Charge for Cot No Charge for Crib Smoking Charge Pet Charge No Charge for Service Animals Sign Off Trainer/Trainee Duty Practice 1 Practice 2 Practice 3 Practice 4
  • 2. Training Sign Off Trainer/Trainee Duty Practice 1 Practice 2 Practice 3 Practice 4 Change a Record Change Guest Information Change Rate Change Stay Change Payment Information Splitting a Payment Making Adjustments to Folio Post a Payment Multiple Payers By Gift Card When Checking Out Partial Payment (ex., weekly) Refunding Cash (Cash Paid Out) Making an Adjustment Front Lobby Wipe Tables and Countertops Wipe High Chairs Empty Trash TV Remote Stays in Office Vacuuming Rugs Seasonal: Clearing Snow Seasonal: Collecting Pool Towels Seasonal: Cleaning Pool Area Seasonal: Turning On/Off Pool Lights Seasonal: Reset Time on Lobby Clocks Laundry Washing Sheets Washing Towels Washing Blankets/Bedspreads Washing Rags Folding Sheets Folding Towels Folding Pool Towels
  • 3. Training Sign Off Trainer/Trainee Duty Practice 1 Practice 2 Practice 3 Practice 4 Folding Pillow Cases Folding Shower Curtains Folding Mattress Pads Folding Blankets Folding Bedspreads Amenities Where in Back Office Where Extras Are Kept Additional Sheets Additional Towels Additional Pillows/Blankets Additional Toilet Paper Additional Facial Tissue Shift Responsibilities: All Shifts Count/Initial Drop of Previous Shift Sign Into/Out of Shift Bucket Check Prepare Drop at End of Shift Clean Bathroom Add Items to Maintenance Log Sending Packages (Pkg's) Sending Out Dry Cleaning Breakfast Set-Up Stock Supplies on the Counters Stock Supplies Under Counters Refill Juice as Necessary Adjust Serving Amounts According to Number of Guests in House Set Out Utensils Make Extra Waffle Batter as Necessary Keep Tables Wiped as Necessary Keep Supplies Filled as Necessary Wash Used Dishes/Containers Breakfast Tear-Down Store or Discard Leftover Food Shut Off Chafing Dish and Unplug Remove Chafing Dish and Wash For specific shift responsibilities, please see Duty Rosters for individual shifts
  • 4. Training Sign Off Trainer/Trainee Duty Practice 1 Practice 2 Practice 3 Practice 4 Shut Off Crock Pot Flush Juice Machine Turn Off Juice Machine Lock Refrigerator Turn Off Waffle Maker Remove Ice Packs from Batter Housing Wash All Serving Utensils Wash Crock Pot and Chafing Dish Wash Egg Dish from Mini Fridge Wash Fruit Bowls if Needed Wash Condiment Bowls if Needed Refill Coffee and Hot Water Empty/Wipe Down Cereal Tray Wipe Counters (Move All Serving Pieces to Clean Under Them) Emergency Procedures Shut offs for gas, electric, water Fire Tornado Injury to Guest Robbery Child Trapped in Locked Bathrm Silencing Fire Alarm Where Do I Find: Plungers? Playing Cards? Extra Remotes? Batteries for Remotes? Choice Privileges Looking Up Guest's Number Signing Guest Up How to Earn Free Nights Which Rates Earn Points? Phone System Turn On/Off Individual Room Phones If there are groups in house, please place fruit bowls, oatmeal/hot chocolate holder, condiment bowls, and cereal dispensers inside the cabinets or in the pantry/kitchenette to deter snacking by guests.
  • 5. Training Sign Off Trainer/Trainee Duty Practice 1 Practice 2 Practice 3 Practice 4 Set Wake-up Calls Turn Off Wake-up Calls Turn Off Alarm for Unanswered Wake- up Calls Forward Call to Room Forward Call to Cordless Phone Reset Time on Phone System