Hotel Front Office Management, 3rd Edition

DEVELOPING A TRAINING PROGRAM 341Figure 12-1. An orientation checklist is a useful tool that assists in providing acomprehensive orientation.___________________________________________________Economic position in communityCommunity geographyPrinted floor plan of hotelVisits to guest roomsHours for guest servicesOrganization chartExplanation of key management personnelInterdepartmental relationsVisits to:• Food and beverage areas • Controller• Housekeeping • Human resources department• Maintenance • Gift Shop• Marketing and sales • Pool and athletics areasSample restaurant menusEmployee handbook:• Dress code • Sick leave• Hygiene • Holiday policy• Benefits • Drug and alcohol policy• Pay rate • Social interaction with guests• Paydays • Schedules• Evaluation procedures • Grievances• Vacation policyPolicy and procedure manualCo-workers in front officeEquipment in front officeTime clockFire and safety proceduresTraining program(Orientation Supervisor/Date)(Employee/Date)termined standards. A good training program ensures that errors will be reduced becausethe procedures have been explained and demonstrated.Planning and developing a training program for front office employees includes identifyingthe tasks performed by the front office staff, preparing step-by-step procedures foreach task, determining who will train employees, administering the training program, andreviewing the steps in the training process.TLFeBOOK