ramada loughborough hotel working experience in loughborough ilyasova vladlena

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RAMADA RAMADA Loughborough HOTEL Loughborough HOTEL Working experience in Working experience in Loughborough Loughborough Ilyasova Vladlena

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Page 1: RAMADA Loughborough HOTEL Working experience in Loughborough Ilyasova Vladlena

RAMADA RAMADA Loughborough Loughborough

HOTELHOTELWorking experience in Working experience in

LoughboroughLoughborough

Ilyasova Vladlena

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Company HistoryCompany History

Originally, known as the Kings Head,Originally, known as the Kings Head, the hotel was owned by the Jarvisthe hotel was owned by the Jarvis Hotel GroupHotel Group In July 2005 the hotel was boughtIn July 2005 the hotel was bought over BV Hotels, who now own it underover BV Hotels, who now own it under a license from Ramada International Hotels and Resortsa license from Ramada International Hotels and Resorts Two directors of the hotel: Major Barlow and Mr VarmaTwo directors of the hotel: Major Barlow and Mr Varma Since July 2005 they have invested £750,000 into the companySince July 2005 they have invested £750,000 into the company The hotel is a Ramada Franchise, which means that there are The hotel is a Ramada Franchise, which means that there are

certain standards the hotel need to adhere to in order to keep the certain standards the hotel need to adhere to in order to keep the Ramada nameRamada name

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FacilitiesFacilities 78 en suite bedrooms: All rooms are en-suite with78 en suite bedrooms: All rooms are en-suite with central heating, Shaver points, Colour TV , Direct Dialcentral heating, Shaver points, Colour TV , Direct Dial Telephone , Modem socket and Hospitality tray, InTelephone , Modem socket and Hospitality tray, In house movies , Hair dryer and 24 Hour Room service house movies , Hair dryer and 24 Hour Room service Executive rooms and Non smoking rooms are availableExecutive rooms and Non smoking rooms are available on request on request Lift to all floors Lift to all floors 5 Conference suites for meetings of 2 to 150 people 5 Conference suites for meetings of 2 to 150 people Private dining facilities for 8 to 90 people Private dining facilities for 8 to 90 people Additional syndicate rooms Additional syndicate rooms Newly refurbished Lounge bar serving hot and cold refreshments Newly refurbished Lounge bar serving hot and cold refreshments

and cold food 24 hours in a contemporary style, with Sky television and cold food 24 hours in a contemporary style, with Sky television and free WI-FI access and free WI-FI access

The Courtyard Restaurant offering a full a la carte and a table The Courtyard Restaurant offering a full a la carte and a table d'hote menu d'hote menu

Ample free secured parking Ample free secured parking Disabled access to rooms and all facilities Disabled access to rooms and all facilities Full English buffet style breakfast served Full English buffet style breakfast served Fax and photocopy services available from reception Fax and photocopy services available from reception

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Working areasWorking areas

Restaurant – breakfast, lunch, Restaurant – breakfast, lunch, dinnerdinner

Bar – from 11.30am till 3pm Bar – from 11.30am till 3pm and from 3pm till the endand from 3pm till the end

Reception – reservations, Reception – reservations, check-in, check-outcheck-in, check-out

Meeting rooms – conferences, Meeting rooms – conferences, wedding anniversaries, wedding anniversaries, business meetings, business meetings, celebrationscelebrations

Room serviceRoom service

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So…What you can do,

if you are making your

working experience in the Ramada Hotel…

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Restaurant – breakfastRestaurant – breakfast

Guests must be greeted at the door withinGuests must be greeted at the door within 60 seconds60 seconds You have to ask guests room numbers and offerYou have to ask guests room numbers and offer them a tablethem a table Tables must be set with cup, saucer, liner, asTables must be set with cup, saucer, liner, as well as knife, fork, desert spoon and teaspoon;well as knife, fork, desert spoon and teaspoon; appropriate condiments must be providedappropriate condiments must be provided You have to approach the guest within 3 minutesYou have to approach the guest within 3 minutes of he is being seated to offer tea or coffee and to explain breakfast of he is being seated to offer tea or coffee and to explain breakfast

service (there is a buffet with continental cold breakfast and service (there is a buffet with continental cold breakfast and traditional English breakfast)traditional English breakfast)

You have to check with each guest at least once during breakfast to You have to check with each guest at least once during breakfast to see if any additional help is neededsee if any additional help is needed

Upon departure, you must thank the guest for the visit and follow Upon departure, you must thank the guest for the visit and follow with the appropriate farewell (Have a nice day)with the appropriate farewell (Have a nice day)

Once the guest leaves, the table must be cleaned and re-setOnce the guest leaves, the table must be cleaned and re-set

Ramada Hotel Standards:

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Restaurant – dinnerRestaurant – dinner

You have to ensure restaurant and everything what isYou have to ensure restaurant and everything what is needed is ready for service 5 minutes before openingneeded is ready for service 5 minutes before opening timetime All tables must be set with silverware, glasses,All tables must be set with silverware, glasses, cloth napkin and condimentscloth napkin and condiments You have to greet the guest at the door withinYou have to greet the guest at the door within 60 seconds, ask their room number, assist to table60 seconds, ask their room number, assist to table and give menuand give menu After one minute you have to ask guest if theyAfter one minute you have to ask guest if they would like something to drink, if not, you have to offer a chill waterwould like something to drink, if not, you have to offer a chill water After providing guest with drinks, you have to take order, then After providing guest with drinks, you have to take order, then

bring butter and offer hot bread rollsbring butter and offer hot bread rolls While guests are having their meals, you have to check if While guests are having their meals, you have to check if

everything is all right, if not, you have to solve the problemeverything is all right, if not, you have to solve the problem You have to refresh/offer additional drinks throughout the mealYou have to refresh/offer additional drinks throughout the meal Guest must be thanked when leaving the restaurantGuest must be thanked when leaving the restaurant Table must be re-set within 5 minutes of guest leavingTable must be re-set within 5 minutes of guest leaving

Ramada Hotel Standards:

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Room serviceRoom service If you are the one, who is doing the room service you have to If you are the one, who is doing the room service you have to

prepare clean trays with cloth napkin, sauces, salt and pepper on itprepare clean trays with cloth napkin, sauces, salt and pepper on it You have to prepare drinks (if they ordered), all drinks must be You have to prepare drinks (if they ordered), all drinks must be

covered with the paper capcovered with the paper cap You have to cover all food: main dishes-by stainless steel, side You have to cover all food: main dishes-by stainless steel, side

dishes-by domes or foildishes-by domes or foil You have to place appropriate silverware and condimentsYou have to place appropriate silverware and condiments You have to put order through the tillYou have to put order through the till

and take the meal check for signatureand take the meal check for signature When you are delivering food youWhen you are delivering food you

have to knock the door and announcehave to knock the door and announce

room serviceroom service You have to put tray where guest show You have to put tray where guest show

you and ask to sign the meal checkyou and ask to sign the meal check

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Lounge BarLounge Bar

You have to start withYou have to start with the opening proceduresthe opening procedures You have to ask chef what are dailyYou have to ask chef what are daily specials and any ‘out of stock’ itemsspecials and any ‘out of stock’ items You have to complete a requisition and ask Duty Manager to issue You have to complete a requisition and ask Duty Manager to issue

the goods from the cellarthe goods from the cellar You have to greet the guest, when he is entering the bar areaYou have to greet the guest, when he is entering the bar area You have to take the order promptlyYou have to take the order promptly Make and serve drinks, if food is ordered put appropriate catering Make and serve drinks, if food is ordered put appropriate catering

on the table (plus sauces, salt and pepper)on the table (plus sauces, salt and pepper) For room charges, you have to check the room number on For room charges, you have to check the room number on

registration card and for signature on the billregistration card and for signature on the bill You have to clean empty glasses from the tables and ask guest if You have to clean empty glasses from the tables and ask guest if

they need something else or notthey need something else or not You have to thank guest when they leave the barYou have to thank guest when they leave the bar

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ReceptionReception

Answer phone callsAnswer phone calls Make reservations, that are coming on-line and from the phone Make reservations, that are coming on-line and from the phone

callscalls Work in the Guestline system (make reservations, check-in guests, Work in the Guestline system (make reservations, check-in guests,

check-out guest, allocate to rooms, print prediction papers and check-out guest, allocate to rooms, print prediction papers and registrations cards, make keys for the rooms etc.)registrations cards, make keys for the rooms etc.)

Cancel pre-authorizations, make sure everything balances in the Cancel pre-authorizations, make sure everything balances in the till and in safe, send invoices to the companies, answer emails etc. till and in safe, send invoices to the companies, answer emails etc.

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Reception – check-inReception – check-in

You have to greet guest immediately with reference to the RamadaYou have to greet guest immediately with reference to the Ramada You have to print registration cardYou have to print registration card Ask the guest to fulfill the detailsAsk the guest to fulfill the details Make pre-authorization with guest’s credit or debit cardMake pre-authorization with guest’s credit or debit card Then offer express check-out, explaining the processThen offer express check-out, explaining the process Offer a luggage assistance and give directions to point of interest in Offer a luggage assistance and give directions to point of interest in

the hotel (bar, restaurant), explaining service that are providing You the hotel (bar, restaurant), explaining service that are providing You have to secure method of payment via credit card and verify have to secure method of payment via credit card and verify authorization for holding of the roomauthorization for holding of the room

You have to explain the guest how to use door key and give You have to explain the guest how to use door key and give instruction how to get to their roominstruction how to get to their room

You have to conclude check-in with the appropriate gesture, i.e. You have to conclude check-in with the appropriate gesture, i.e. “enjoy your stay at the Ramada Loughborough Hotel” “enjoy your stay at the Ramada Loughborough Hotel”

Check-in guest in the Guestline systemCheck-in guest in the Guestline system

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Reception – check-outReception – check-out

You have to offer express check-out to all guest paying with a You have to offer express check-out to all guest paying with a credit cardcredit card

You have to allowed guest to review all folio charges to see if they You have to allowed guest to review all folio charges to see if they are correctare correct

You have to be familiar with folio entries and must be able to You have to be familiar with folio entries and must be able to answer questions and know how to researchanswer questions and know how to research

Take payment from guest’s credit or debit cardTake payment from guest’s credit or debit card You have to provide to the guest the copy of invoice and offer a You have to provide to the guest the copy of invoice and offer a

comment cardcomment card You have to inform guest of transportation and travel optionsYou have to inform guest of transportation and travel options Then you have to thank guest with reference to the branch “Thank Then you have to thank guest with reference to the branch “Thank

you for choosing the Ramada Loughborough Hotel” you for choosing the Ramada Loughborough Hotel” Check-out guest from the Guestline systemCheck-out guest from the Guestline system If necessary cancel pre-authorization If necessary cancel pre-authorization

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Meeting roomsMeeting rooms

Prepare meeting room for the meetingPrepare meeting room for the meeting Bring tea/coffee to the meting roomBring tea/coffee to the meting room

during the meetingsduring the meetings Bring food to the meeting room duringBring food to the meeting room during

the meetingsthe meetings If celebration or anniversaries areIf celebration or anniversaries are

takingtaking

place in the meeting rooms, you have toplace in the meeting rooms, you have to

make sure guest are provided with drinks andmake sure guest are provided with drinks and

food and clear tablesfood and clear tables Clear everything after the meetingClear everything after the meeting

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Thank you for your attention!