Orientation program

Document Sample
Orientation program Powered By Docstoc
When a new employee reports for work he is probably entering an entirely
“new word” for him – a new building, a new job, a new supervisor, new
fellow employee, possibly new social customs, and perhaps a new
language. Although he may understand English, as an example, he may
be confronted with guest speaking English with a wide variety of accents,
each of which expect to understand.

There are certain rules and regulation, customs and courtesies, and
general information that need to be provided promptly to a new employee.
In welcoming a new employee to the hotel express friendliness and
interest. It helps the new employee to start on the right track and reduces
his feeling of being “lost” in his new surroundings. In addition we cannot
hold an employee responsible for certain performances if we have not
instructed him regarding our wishes.

The personnel office and the department head should cover the following

   1. Working schedule – reporting and departing hour, total number of
      hours to be worked, the length of time allotted for meals, whether
      there are tea or coffee breaks, day or day off, and which day is pay
      day. Advise the importance of calling or sending word to his
      department head if he is unable to work the reason why. Stress the
      importance of coming to work every day that he is scheduled and
      explain that unexcused absences may result in losing his job.

   2. Explain and demonstrate the use of the time clock. Stress the
      importance of punctuality. If the employee does not have time
      telling device available to him at home suggest that he buy him self
      an alarm cloc2 when possible.

   3. The personnel department will assign a locker and key to a new
      employee, a meal ticket if he is entitled to one, and uniform
      requisition in duplicate.

   4. Upon presentation of the uniform requisition the linen/uniform room
      will issue the employee uniform, an employee bath towel and wire
      coat hanger.
   5. Present the employee with an “Employee Welcome Booklet”, if the
      hotel provides these. They should normally include various rules
      and regulations for employees. In any event the following are items
      should be discussed.
Frequently these points need to be reviewed in the housekeeping staff

  a. Use the employee entrance for entering and leaving the hotel.

  b. Use the service elevator and service stairs. An accepted rule of
     thumb for employees is to walk up one flight or walk down two
     flights unless transporting supplies or equipment. If the elevator is
     self – service demonstrate the proper operation of the elevator.
     Stress the point that the elevator is the use of all employee and
     department and should not be unduly held at floors for individuals

  c. Use employee restroom only – in the locker rooms and the service
     foyer of the guest floors, if provided – never use guest public or
     guestroom bathrooms. Stress that the toilet must be flushed after
     use and hands washed with soap and water. Foreign matter should
     never be thrown into toilets, which cause them to clog and overflow.

  d. Use telephones in services area for business calls within the hotel.
     Never use a telephone in a guestroom except for an emergency,
     and never answer a ringing telephone in an occupied guestroom.
     Personal telephone calls during working hours are discouraged.

     Generally a coin telephone for employee entrance for hose needing
     to make personal call outside of the hotel. Incoming personal call
     for employee should be eliminated except for emergencies.
     Normally telephone call from outside the hotel for employees is
     channeled through the personal office for clearance. If the calls are
     off an emergency nature, the personal office will transfer the call to
     the employee’s department, if it is not an emergency, the personal
     office will not disturb the employee at work. If the callers desires,
     generally the personal office will leave a message attached to the
     employee’s time card. If the employee has not talked over
     telephone before, instruct him in their use and practice with him
     taking over the telephone.

  e. No smoking in guest areas. Generally smoking is restricted to the
     employee’s locker room and employee cafeteria.

  f. No gum chewing or eating in guest areas.

  g. No drinking of alcoholic beverages in the hotel.
h. No spitting accepts into toilet, which can be flushed – never on floor,
   stairs, or into sand jars.

i. Men are shaving daily before reporting to wor2.

j. Women are to use cosmetics conservatively, no perfume, and limit
   jewelry to a wristwatch, a ring if they wish and earrings for pierced
   ears where that is the custom.

k. Advice that the showers in the locker room are use for their use
   before or after work. If they do not have running water at home
   suggest shower daily at the hotel. A clean employee towel can be
   obtained as frequently as necessary by exchanging a soiled towel
   for a clean towel at the linen room. Used soap from guestroom is
   available 1 for employees in the locker room have run low.

l. Stress the important of keeping locker, which may attract vermin.
   Request that each helps in maintaining cleanliness and tidiness in
   the employee locker and rest rooms, bearing in mind that employee
   clean these areas and it should not become a hardship assignment.

m. Discuss the necessity of employees being quiet and speaking in
   subdued voices when working in guest areas. Almost anytime of
   day or night a guest is trying to sleep. Employee presence and work
   in guest areas should be as unobtrusive as possible.

n. It is strictly prohibited for employee to socialize with guests.

o. Inform the employee we assume and trust he is honest. However,
   for the record and so there will be no misunderstanding, if an
   employee is caught stealing from guest, fellow employee or the
   hotel will be discharged immediately with no consideration for a
   second chance.

p. Discuss safety habits and fire instructions.

q. On the first day at work appoint a fellow employee to accompany
   the new employee to the cafeteria at mealtime to help him feel at
   ease and to familiarize him with cafeteria procedure.

r. During his first department staff meeting introduce him and
   officially welcome him to the hotel and the housekeeping
s. New employee should be taken on tour of the hotel, preferably
   during the first month of their employment. If this is not an
   organized function of the personnel department, then the executive
   housekeeping should conduct the tour for the housekeeping
   department. Frequently employee sees or knows little about the
   rest of the hotel than their own working areas. A tour of the hotel
   increases employee morale, in “their hotel” and gives them first
   hand information, which they enjoy relating to their friend and

   Tour should include area such as restaurants and cocktail lounge,
   ballroom and function rooms, kitchen, lobby, shop, beauty and
   barber shop, hotel offices, telephone room, boiler room, special
   suites such as the presidential suite, typical guest room for those
   not working on the floors, swimming pool, etc.
                       EMPLOYEE RELATIONSHIP

Good employee relation result in esprit de corps, which a dictionary
defines as “the common spirit existing in the members of a group and
inspiring enthusiasm, devotion, and strong regard for the honor of the

Esprit de corps is achieved more readily by practicing the philosophy of
doing unto others, as we would have them do unto us.

As human beings we all have certain basic wants and needs such as:

   1. To be appreciated for us and our efforts in doing a good job.

   2. To be recognized as an individual and to be spoken to by name.

   3. To treated with courtesy, dignity, respect, honest and sincerity.

   4. To be greeted with genuine warmth, cordiality, friendliness and

   5. Extending small courtesies to each other such as if we are
      approaching a door that someone else is passing trough we
      appreciate the courtesy of his holding the door open for us also.

   6. We like attitude of working with, rather than for people.

   7. Certain information needs to be written, however, when possible,
      verbal communication, whether individually, small groups or
      departmental, is preferable to written communication. It is more
      personal; carries greater impact, and allow exchange of questions,
      answer and ideas.

   8. If we need reprimanding we appreciate its being done in privacy to
      save face, to save embarrassment and belittlement in front of

   9. If we, or members of our families, become ill or injured or suffer a
      death within our family we appreciated a word of encouragement
      and an expression of sympathy.

There are common, everyday occurrences, but they are important. We
should not have two standards of behavior, one for employee and one for
our guests. A one standard performance in dealing with all people should
be come habit, so whether we are with fellow employees or guests our
action should be those desirable in association with human beings, with
each other.

“Grievances”     is     term    indicating     unhappiness,    uneasiness,
misunderstanding, dissatisfaction, injustices, and complaints. A dictionary
explains that a “grievance applies to any circumstance or condition that to
the sufferer constitutes a wrong and gives him just ground for complaint”.

Everyone needs someone to talk with he has question, a problem, a
grievance; whether he is a window washer or the executive hous
Shared By:
Description: Hotel Set Up
PARTNER david nababan