WELCOMETO OUR TEAMAND TO YOUR

DEPARTMENTAL ORIENTATION

WELCOME TO OUR TEAM

GUIDELINES: - Good day Mr./Ms./Mrs.____________________________

- Introduce yourself by name and position

- Ask how the employee is and a little bit about their background and experience to relax them

- By the end of this session you will be able to know the departmental rules & regulations, standards, will have more confidence in yourself while working with us, will feel a member of our team

- This session will last one hour & half

- What questions do you have?, please feel free to ask whenever you have

JOB DESCRIPTION

JOB DESCRIPTION

GUIDELINES: - Give the employee a copy of their job description

- Explain the tasks, duties and responsibilities to the employee

DEPARTMENTAL NOTES:

- each member has to help and assist the team

- the employee has to read his job description and perform accordingly

INDIVIDUAL EMPLOYEE TRAINING RECORDS

GUIDELINES: - Every employee has a training record to record all the training they have received

- This record shows the dates the on-job skills training took place, the trainer’s name, the date when the trainee was able to perform the task consistently to the required standard and details of any retraining.

- The record also shows details of departmental orientation and off-job training courses attended.

- Show new employee his record

- Show the new employee where the records are kept ( in his training file)

- These records are updated regularly

WHO’S WHO IN OUR TEAM

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T yp e n a m e h e reD epartmental H ead

YOUR TRAINERS

YOUR TRAINERS & Work Support System

GUIDELINES: - All skills of the job and technical skills are taught by departmental trainers.

- All trainers are qualified to train

- Skills training takes place on-job in the department during normal working hours

- Off-job training on a group basis is organized from time to time by the Training Division with the assistance of your departmental trainers

- Trainers of the department: Rana Kebbe & Rola Chamseddine

STAFF FACILITIES

STAFF FACILITIES

GUIDELINES: - State what facilities are available in the hotel:1 duty meal per shiftNSSF, medical insuranceTransportation allowanceParking in hotel for 50,000 LL per month

- Guest facilities are for guest use!

- Show the new employee the Employees Privileges & Entitlements Policy

WORKING HOURS

WORKING HOURS

GUIDELINES: - 9 working hours per day- Rota/schedule will be posted on the board a week ahead- Meal breaks – to be taken in Le Med-staff restaurant at appropriate time - the duration is one hour to be arranged with your direct supervisor- smoking area = Le Med- One day off per week- if you are sick, just call the department RK or RC, and visit the doctor- Vacation entitlement: 15 days per year- Overtime requirements- Recuperation to be taken within two months- Public holidays: 13 days per year- Ramadan timing: to be advised.

All inclusive PRODUCT KNOWLEDGE

TELEPHONE HANDLING TECHNIQUES

TELEPHONE HANDLING TECHNIQUES

GUIDELINES:Tell the trainee: -- How to make an outside call : dial 9 then the number- How to transfer a call to another extension NA- How to prevent a caller from hearing your conversation: put the caller on hold , not to exceed 30 sec- How to pick up another telephone ringing in your office NA- How to answer an external / internal call as per the hotel standardAnswer the phone within 3 rings “Welcome to

MOVENPICK Hotel & Resort/ Training ( Hotel’s name to be replaced by the dept.) Beirut

XXXXX speaking How may I help you?Address the caller by his/her name, end call always with a thank you, and sound friendly with a nice smile- Location of extension numbers list- Personal calls policy: staff are not allowed to use the hotel telephone system for outside personal calls or incoming personal calls except in case of emergency.Mobiles are not permitted within the premises.

PERSONAL HYGIENE

PERSONAL HYGIENE

GUIDELINES: - Good personal hygiene is essential for guest/colleague contact- Bath/shower daily using soap and hot water- Brush teeth 2/3 times a day- Wash hands frequently- Use deodorants- Keep nails clean and short- For food handlers always short nails, and no polish.- Wash/brush hair regularly- Cover cuts and wounds with waterproof dressings- Treat spots- Smoking habits (breath/hands)- Be always dressed in a clean and well-pressed uniform.- Shoes (closed)are polished, in good physical condition and match with uniform.- Always wear your personal name tag

UNIFORM STANDARDS

UNIFORM STANDARDS

GUIDELINES: According to each department:

- State items employee will be supplied with: - State what items the employee must provide- State where to collect and return uniform- State exchange system- State repair system- State how to wear uniform correctly- State unacceptable standards i.e. hems down, buttons missing, stains, marks, creases etc...- State hairstyle and shoe standards- State jewelry standards- Name tag

HEALTH & SAFETY

HEALTH & SAFETY

GUIDELINES: - We have a responsibility to look after the health & safety of all our guests, staff and visitors to the hotel

- If you spot any hazards/dangers in the hotel tell your supervisor

- Remove the hazard/danger if you can do so without injuring yourself. If you cannot, put up a warning sign

- “Prevention is better than the cure”

- State how to prevent accidents from these hazards/dangers

- Explain about the nurse in the hotel: Nurse is available on daily basis

ACCIDENT REPORTING

ACCIDENT REPORTING

GUIDELINES: - All accidents must be reported to your supervisor immediately so that they can be investigated and prevented in the future, if possible.

- The supervisor will complete an accident report form and send it to personnel

- Copies of form to be kept in the department

- Most accidents happen when we are in a hurry or are being careless

FIRST AID ARRANGEMENTS

FIRST AID ARRANGEMENTS

GUIDELINES: - The hotel has a brigade of qualified first aiders

- Tell the employee the name of the departmental/outlet first aider

- A list of all hotel first aiders is on the staff notice board by the time office

- Show the new employee the list kept in the outlet

- First aid boxes are kept in most outlets, they are checked and restocked by

departmental first aiders

- Show location of outlet first aid box

- In the event of an accident/illness to a guest/staff member - call the nearest first aider

FIRE PROCEDURES

FIRE PROCEDURES

GUIDELINES: - Fire prevention:

- Emergency procedures* Do not panic* Raise the alarm from the nearest point* Telephone the control room on the emergency number 111 and state who you are, where you are, nature of emergency* Extinguish the fire if possible with appropriate equipment* Evacuate the building from your nearest exit* Don’t use elevators* Meet at the assembly point = Pool Area

- Show where the nearest breakglass point, detectors, extinguishers and exits are

- Explain what to do if he/she hears the fire alarm sounding.

- Arrange for fire training session.

SECURITY

KITCHEN

SECURITY

GUIDELINES: - Protect the hotel, its property, our guests and staff- Don’t store valuables or hotel property in your locker and keep it locked- Keep keys on your person at all times - sign them in and out- Don’t open locked doors for other people unless authorized- Don’t “borrow” hotel property- Question/report suspicious people/incidents to your manager- Don’t count large sums of cash in unprotected areas- Don’t discuss internal policies/revenue with outsiders- Don’t discuss personal information about guests/staff- Every piece of stock has a value - protect it

PERFORMANCE REVIEWS

TRAINING OPPORTUNITIESAND

PROMOTIONAL PROSPECTS

WORKING IN OUR TEAM

WORKING IN OUR TEAM

GUIDELINES: - Nobody can do their job well without the help of other members of staff- In general - the way in which you treat people is the way in which they will treat you- Support your team - don’t talk behind people’s back or make excuses- Be positive- Take an interest in your colleagues and be helpful- Do your fair share of the work- You represent our outlet- “We are only as strong as the weakest link in the chain”- Give new employee examples of good teamwork

CONSOLIDATION

GUIDELINES: - I have now covered the important points of the departmental orientation

- What questions do you have?

- Ask the employee a series of questions to test their understanding of the main points of this session (List these questions below)

- Praise the employee: V.Good, Excellent, True, Amazing, Bravo, ……

- Thank you for your attention

- Tour of the outlet/department

THANK YOU FOR YOUR ATTENDANCE.

WHAT QUESTIONS DO YOU HAVE?