W E S T L O U I S E L O D G E

2001 / 2002 Operations and Procedures

PR Paul Blazek6438 – 37B Avenue • Edmonton • AlbertaPhone 780.461.1759 • Fax 780.461.2719

West Louise LodgePO Box 9 • Lake Louise • Alberta

Phone 250.343.6311 • Fax 250.343.6786

Table of ContentsINTRODUCTION I

PURPOSE OF THIS GUIDE.................................... 1

CHALLENGES ......................................................... 2

STRUCTURE OF WEST LOUISE LODGE........... 5

GENERAL MANAGER................................................ 5OPERATIONS MANAGER........................................... 6FRONT OF HOUSE DUTY MANAGER ......................... 6BACK OF HOUSE DUTY MANAGER ........................... 6

DEPARTMENTS....................................................... 6

FRONT DESK ............................................................ 6CAFE ........................................................................ 7DINING ROOM .......................................................... 7LOUNGE ................................................................... 7SERVICE STATION .................................................... 7KITCHEN .................................................................. 7HOUSEKEEPING ........................................................ 8MAINTENANCE......................................................... 8

JOB DESCRIPTIONS............................................... 8

SUPERVISORS ........................................................... 8FRONT DESK ............................................................ 9CAFE ........................................................................ 9DINING ROOM .......................................................... 9LOUNGE ................................................................. 10SERVICE STATION .................................................. 10KITCHEN ................................................................ 10HOUSEKEEPING ...................................................... 11MAINTENANCE....................................................... 11

SCHEDULES........................................................... 12

WINTER 2001 / 2002 .............................................. 12SUMMER 2002........................................................ 13

HOURS OF OPERATION...................................... 15

WINTER 2001 / 2002 .............................................. 15SUMMER 2002........................................................ 15

MARKETING.......................................................... 15

WEST LOUISE LODGE BUDGETS..................... 17

BUDGET WINTER 2001........................................ 18

REVENUE ............................................................... 18COST OF SALES ...................................................... 19

WAGES ................................................................... 20OTHER OPERATING COSTS ..................................... 21

BUDGET SUMMER 2002....................................... 24

REVENUE ............................................................... 24COST OF SALES ...................................................... 25WAGES ................................................................... 26OTHER OPERATING COSTS ..................................... 27

CAPITAL EXPENDITURES ................................. 30

ROOM RATES........................................................ 30

WINTER 2001 / 2002............................................... 30SUMMER 2002 RATES............................................. 31

ROOMMASTER RESERVATION SYSTEM....... 32

TRAINING ............................................................... 32STEP BY STEP.......................................................... 33MODULE ONE: WALK IN CLIENTS.......................... 33WHAT YOU CAN DO ................................................ 34MAIN SCREEN ........................................................ 34SIGNING IN ............................................................. 35THE TOOLBAR ........................................................ 36WALK-IN WIZARD .................................................. 37SELECTING ROOM TYPES ........................................ 38SPECIAL OPTIONS................................................... 42CREDIT CARDS ....................................................... 42GUEST INFORMATION............................................. 43PAYMENT TYPES .................................................... 46NOTES FOR GUESTS................................................ 48

GUEST LETTERS .................................................. 51

WELCOME .............................................................. 51

PRODUCTS ............................................................. 52

THE RAILWAY STOP GIFT STORE ........................... 52WEST LOUISE LODGE CAFETERIA .......................... 52THE GREAT DIVIDE DINING ROOM ........................ 52KICKING HORSE LOUNGE....................................... 52SERVICE STATION .................................................. 52MENUS AND PRODUCTS ......................................... 52

START UP AND SHUT DOWN PROCEDURES. 53

OCTOBER ............................................................... 53NOVEMBER ............................................................ 53DECEMBER ............................................................. 54JANUARY................................................................ 54FEBRUARY ............................................................. 55MARCH .................................................................. 55APRIL ..................................................................... 56

MAY....................................................................... 57JUNE....................................................................... 57JULY....................................................................... 58AUGUST ................................................................. 59SEPTEMBER ............................................................ 59

ENERGY CONSERVATION................................. 60

MEETING ROOM / POOL AREA ................................. 60OFFICE ................................................................... 61GIFT SHOP .............................................................. 61LOBBY ................................................................... 61BAR........................................................................ 61CAFÉ / DINING ROOM............................................. 62KITCHEN ................................................................ 62ROOMS IN LODGE................................................... 63OUTSIDE................................................................. 63CHALET.................................................................. 63CABINS................................................................... 63STAFF COMMON ROOM .......................................... 63SERVICE STATION .................................................. 64

DIESEL REMEDIATION SYSTEM ..................... 65

WHAT IS THE DIESEL INDUCTION SYSTEM ............. 66HOW DOES THE DIESEL INDUCTION SYSTEM WORK 66THE WELLS ............................................................ 66THE TANK ROOM AND SLURPING........................... 67HOW TO START UP THE SYSTEM ............................. 67SPARGING .............................................................. 68WATER QUALITY TESTING – INTERFACING AND

BAILING ................................................................. 69TROUBLESHOOTING WHEN USING THE INTERFACER69IMPORTANT NOTES WHILE USING THE INTERFACER 69WHAT TO DO IN COLD WEATHER ............................ 70BAILING ................................................................. 71SCHEDULE.............................................................. 71GLOSSARY ............................................................. 72TROUBLESHOOTING QUESTIONS ........................... 73

SPILL PROCEDURES ........................................... 75

THE DANGERS OF DIESEL SPILLS............................. 76EXAMPLES OF SPILL SITUATIONS ........................... 76ACTION PLAN AFTER A SPILL DISCOVERY ............ 77EMERGENCY CONTACT NUMBERS ......................... 78FUEL SPILL INCIDENT REPORT ............................... 79

FIRE PROCEDURES ............................................. 80

HISTORY ................................................................ 81FIRE PREVENTION .................................................. 81GENERAL RULES .................................................... 81PROCEDURES.......................................................... 82DEPARTMENT RESPONSIBILITIES ........................... 82ROOM EVACUATIONS............................................. 82MAIN FIRE PUMP.................................................... 83FIRE EXTINGUISHERS LOCATIONS ......................... 83FIRE EMERGENCY CONTACT NUMBERS ................. 84DETAILED FIRE EXTINGUISHER LOCATIONS .......... 85

OFFICE PROCEDURES........................................ 86

TO DO LISTS AND INTERNAL EMAIL ........................ 87WHERE TO FIND FILES ON THE COMPUTER.............. 87EMAIL AND TIME MANAGEMENT ............................ 87FILING CABINET SYSTEM ....................................... 87STORING HISTORICAL FILES................................... 88PETTY CASH AND FLOATS...................................... 88WEEKLY REPORTS ................................................. 89

HOW TO BUY GOODS?............................................. 89

REQUISITIONS...................................................... 89

WHY FILL OUT A REQUISITION?.............................. 89HOW TO FILL OUT A REQUISITION........................... 89

PURCHASE ORDERS............................................ 90

WHY FILL OUT A PURCHASE ORDER?...................... 90HOW TO FILL OUT A PURCHASE ORDER?................. 90PURCHASE ORDER REGISTER ................................. 90

PAYROLL................................................................ 91

PAYPERIODS........................................................... 91SALARY PAYROLL .................................................. 91HOURLY PAYROLL ................................................. 92DEDUCTIONS .......................................................... 92WHEN YOU HIRE A NEW EMPLOYEE........................ 93WHEN AN EMPLOYEE LEAVES ................................ 93

HOUSING AGREEMENTS ................................... 94

CONDITIONS OF LONG TERM OCCUPANCY ............. 95FIRE SAFETY .......................................................... 95VISITORS ................................................................ 96NOISE ..................................................................... 96MAIL / MESSAGES .................................................. 97ROOM MAINTENANCE / CLEANING ........................ 98GARBAGE REMOVAL AND RECYCLING................... 99SAFETY AND SECURITY ......................................... 99PARKING .............................................................. 100PETS ..................................................................... 101CHECK-INS AND CHECK-OUTS.............................. 101DAMAGE INSPECTION........................................... 102GENERAL ROOM INVENTORY LIST ....................... 103

WEST LOUISE LODGE STANDARDS ANDPOLICIES MANUAL ........................................... 105

RULES FOR OPERATION ..................................... 106QUALITY / SERVICE EXPECTATIONS ..................... 106

GENERAL REQUIREMENTS ............................ 106

BRAND IDENTIFICATION ...................................... 106RESERVATIONS .................................................... 106PHOTOGRAPHY..................................................... 106OWNER / OPERATOR DISCLOSURE STATEMENTS.. 107

IMPROPER MATERIAL AND ACTIVITY....... 107

PRINTED MATERIAL ............................................. 107ACTIVITY / ENTERTAINMENT ............................... 107STAFF CONDUCT .................................................. 107

STAFFING............................................................. 107

MANAGEMENT ..................................................... 107FRONT DESK ........................................................ 108HOUSEKEEPING SERVICES.................................... 108SERVICE STATION ................................................ 108DINING ROOM / CAFETERIA / BAR........................ 108KITCHEN SERVICES .............................................. 108MAINTENANCE SERVICES..................................... 109

TRAINING............................................................. 109

OWNER EDUCATION ............................................. 109GENERAL MANAGER ............................................ 109MANAGER OF OPERATIONS .................................. 109

BACK OF HOUSE DUTY MANAGER ........................109FRONT OF HOUSE DUTY MANAGER ......................110FOOD AND BEVERAGE / KITCHEN MANAGER

(EXECUTIVE CHEF) ...............................................110TRAINING ALL EMPLOYEES ...................................110TRAINING FRONT DESK STAFF .............................111

HOW A CUSTOMER EXPERIENCES THEHOTEL....................................................................111

RESERVATION PROCEDURE ...................................111DISHONOURED RESERVATIONS.............................112ADVANCE DEPOSITS .............................................112

FRONT DESK REGISTRATION ANDWELCOME ............................................................113

CHECKIN ...............................................................113REGISTRATION PROCEDURE ..................................113METHOD OF PAYMENT ..........................................114GROUP REGISTRATION ..........................................114RATES ...................................................................114CURRENCY EXCHANGE .........................................115WHEN THE GUEST CANNOT BE IMMEDIATELY

ACCOMMODATED ..................................................115BROCHURE RACK..................................................115GIFT SHOP .............................................................115NON - SMOKING ROOMS .......................................115

HOUSEKEEPING / GUEST ROOMS.................116

TELEVISION...........................................................116PILLOWS ...............................................................116MATTRESSES.........................................................116CRIBS AND ROLLAWAYS .......................................116HAIR DRYERS .......................................................116LAUNDRY FACILITIES ...........................................116

OTHER SERVICES / AMENITIES .....................117

WAKE UP CALLS...................................................117TELEPHONE SERVICE ............................................117INTERNET ACCESS.................................................117LOST AND FOUND .................................................117GUEST SERVICES...................................................117SPORT ACTIVITY EQUIPMENT ...............................118SECURITY..............................................................119MAINTENANCE......................................................119

FOOD AND BEVERAGE OUTLETS ..................119

CAFETERIA............................................................119GREAT DIVIDE RESTAURANT ................................119KICKING HORSE LOUNGE......................................119THE RECREATION / MEETING ROOM......................120RESTAURANT SERVICE .........................................120

GUEST FACILITIES.............................................120

RULES FOR SERVICE.........................................120

EXPECTATIONS OF OUR STAFF MEMBERS121

STAFF PRESENTATION ...........................................121FEMALE STANDARDS ............................................122MALE STANDARDS................................................122

MEETING AND BANQUET FACILITIES .........122

MEETING AND BUSINESS SERVICES .....................122

STANDARDIZED MEETING PACKAGES .................. 123GENERAL MEETING SERVICE REQUIREMENTS ..... 123MEETING SUPPORT REQUIREMENTS..................... 124SET-UP AND AMENITIES ....................................... 124

TRUE GUEST SATISFACTION PROGRAM.... 125

EMPLOYEE EMPOWERMENT.................................. 125PREFERRED CLIENT PROGRAM ............................. 126EXPRESS CHECK-IN / CHECK-OUT ....................... 126COMPLIMENTARY UPGRADES .............................. 126PREFERRED RATE ................................................. 126EXTENDED CHECK-OUT ....................................... 126FAMILY AND FRIENDS .......................................... 126

EMPLOYEE UNDERSTANDING....................... 127

W E S T L O U I S E L O D G E

1

2001 / 2002

Operations andProcedures ManualA comprehensive look at the 2001 / 2002 operations andprocedures of West Louise Lodge.

est Louise Lodge is a 50 room hotel/motel located 10 minutes West ofLake Louise, Alberta. It serves primarily two markets throughout the year.The first market it serves is the tourist or general public during thespring/summer seasons. During these seasons all outlets of the hotel are

fully operational and geared towards the tourist market.

The second market West Louise Lodge serves is the employees of the Lake Louise Skihill during the fall / winter season. During these seasons the hotel has a limitedoperation and changes its focus towards the needs of long term hotel guests. Severaloutlets are closed and the hours of operation are scaled down.

Purpose of this GuideThe purpose of this guide is to help the management of West Louise Lodge operatethe hotel at peak efficiency and obtain high standards of operations. This guide wasdesigned to answer any questions about the operations of West Louise Lodge ingeneral and also to specifically address the 2001/2002 Winter Operating season andthe 2002 Summer Operating season.

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O B J E C T I V E S

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