artotel_less_arty_issues_v2_180910

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52 Course Positions required to Complete Time Requirements New Hotels: Required Prior to Hotel Opening Date Mandatory Revenue Academy Level 1/2/3 Front Office, Reservations, M&E, Guest Relations Performance & Development Review workshop Head of Departments, Supervisors 90 Days of Hire X Company Intranet Training All employees First week of hire X Special Delivery Head of Departments 90 days of hire X Inspirator training Inspirators Upon start in role X you:niversity Coach training you:niversity Coaches Upon start in role X Customer Service Application (CSA) System Training Front Office Manager, Guest Relations Manager 30 days of hire X X Radisson Rewards Challengelearning modules (6) Front of house and Sales employees 30 days of hire X X Hotel Security Application (HSAhas) System Training IT manager, 30 days of hire X X Invoice On Line (IOL) Application Training Controller / Accounting Manager 30 days of hire X X CHW eXpress Application Training Reservations/ Revenue Manager 90 days of hire Day 1 X X Lanyon 3C Request for Proposal All active Sales Manager, DOS 30 days of hire X X Meeting Broker Application Training Advertising Design Services (ADS) and Brand Image Library ( BIL) Pegasus TravelCom: Hotel Employees DOS, Sales Manager/ Account Execs 30 days of hire X X Director of Sales 30 days of hire X Controller/Accounting Manager, 30 days of hire X X Web Focus Reporting Revenue and FO employees 90 Days of hire Company Maintenance Manager Sales and Revenue employees 90 Days of hire Property Month End app Finance Employees 90 Days of hire X Web-extra/brand web update Online Content Champions 90 Days of hire reviewpro Webinars Hotel Managers 90 Days of hire X Webshop webinars Purchasing/Accounting 90 Days of hire X Social Media Hotel Content Champions 90 Days of hire X PR and Crisis Hotel Managers, Heads of Department and Support Functions 90 Days of hire X Inspirational Leadership Events Management Team Once a Year X art’otel brand book –
53 ‘Go Art’ training All new art’otel Team Members must attend the ‘Go Art’ training programme. The aim of the programme is to support the Team Members in understanding the art’otel brand, understand what it means to be an art’otel Team Member and explore the behaviour these demonstrate. The Team Members will also get to know the art on display in the hotel and sister properties and be confident in talking about it. Inspirational service programme (ISP) The Inspirational Service Programme (ISP) is part of the art’otel culture and is present in everything art’otel does – it is not only a workshop. The hotel must make sure that, as part of the Feeling Welcome Induction Programme, all new starters do attend an ISP workshop within the first eight weeks of their employment. All attendees will receive in their Discovery Book, a list of activities to complete within a set period. The Head of Department (HOD) must ensure that these activities are successfully completed and checked in order for starters to graduate from their Feeling Welcome Induction Programme. Following the training, you:niversity Coaches must continue with a range of activities designed to help support the key messages from the workshop in the department. They must run regular departmental training activities from the ‘Little Book of Inspiring Activities‘. The results of the ISP, measured through ReviewPro, are shared with all employees. Inspirational Service is permanently on the agenda of briefings and meetings throughout the business. Employees’ contribution to deliver Inspirational Service, is discussed during performance & development reviews. Supporting information: Property management skills training Art Directors must follow an on-site training delivered by Oracle/Micros prior to opening if the hotel is a new build or conversion, or within sixty (60) days of assuming their first art’otel general manager assignment or upon Opera installation, or if it has been two or more years since their last art’otel general manager assignment. The general manager must ensure that the hotel employees who work with Opera have sufficient training in order to do their job properly. If the hotel has more than 300 rooms, the general manager may designate a senior member of their employees to undertake Opera Property Management training. Revenue management skills training The following is applicable if the hotel is an Opera Property Management–enabled hotel: • At least one additional hotel employee is trained in Opera Revenue Management to assist in the Director of Revenue Management’s absence. • One additional hotel employee must also take the full training class and demonstrate the ability to perform essential functions within Opera Forecast Management. Other brand management skills training The Brand reserves the option to conduct hotel employee certification from time to time. Attendance is mandatory if the Brand deems the certification necessary depending upon the employee’s function and the type of training, additional training and recertification may be required from time to time. The hotel must document and maintain in the employee’s employment file all certifications obtained by that employee. The hotel must also maintain a separate Master Training Tracking form for each employee, with hire dates and training programmes listed, including dates of actual attendance. ReviewPro Guest feedback survey tools Delivery team structure The hotel must ensure that L&D modules are managed and delivered in all parts of the business, through the existing Delivery Structure (See diagram above). The general manager is responsible for the delivery team recruitment and training and their performance in these roles. The less arty issues –
Page 1 and 2: art’otel brand book The less arty
Page 3 and 4: 3 WE ART ART’OTEL. With art at it
Page 5 and 6: The less arty issues - 5
Page 7 and 8: 7 Distribution & reservation Distri
Page 9 and 10: 9 C-DEF rate code This rate code is
Page 11 and 12: 11 Online travel agents (OTAS) OTAs
Page 13 and 14: 13 Procedures must ensure that comm
Page 15 and 16: 15 Loyalty champions The hotel must
Page 17 and 18: 17 Early check-in/late check out El
Page 19 and 20: 19 Guest feedback tool To continuou
Page 21 and 22: 21 All entities that accept, store,
Page 23 and 24: 23 The hotel must implement and doc
Page 25 and 26: 25 Features per room type Art Room
Page 27 and 28: 27 Bed products specifications The
Page 29 and 30: 29 Bathroom terry specifications (u
Page 31 and 32: 31 Walkway lighting must be in good
Page 33 and 34: 33 In all contact with guests with
Page 35 and 36: 35 • Explanation of the specific
Page 37 and 38: 37 Dry sauna & steam room (where ap
Page 39 and 40: 39 Testing & maintenance All fire s
Page 41 and 42: 41 Key control All keys must be str
Page 43 and 44: 43 The hotel Reception area must ha
Page 45 and 46: 45 Bandwidth Shaping (manages the i
Page 47 and 48: 47 Hotel service optimisation (HotS
Page 49 and 50: 49 Art’otel engagement survey All
Page 51: 51 As required by local ordinances,
Page 55 and 56: 55 Code of ethics Policy PPHE Hotel
Page 57 and 58: 57 Brand trademarks must not be use
Page 59 and 60: 59 Advertising All hotel advertisin
Page 61 and 62: 61 Supporting information: Web Shop
Page 63 and 64: 63 Tone of voice: The hotel must en
Page 65 and 66: 65 • Written schemes of examinati
Page 67 and 68: 67 Governance art’otel has an eff
Page 69 and 70: 69 ADDENDUM The art of service stan
Page 71 and 72: 71 1 Our style 4. Team Members alwa
Page 73 and 74: 73 15. All public toilets are well
Page 75 and 76: 75 3. A Cloakroom facility is avail
Page 77 and 78: 77 11. Maintain a limousine/car tha
Page 79 and 80: 79 25. Call waiting guests and give
Page 81 and 82: 81 9 ‘Do not disturb’ 1. When t
Page 83 and 84: 83 11. Drawers and shelves in armoi
Page 85 and 86: 85 4. Perishable amenities are refr
Page 87 and 88: 87 7. Low-fat milk, yoghurt and che
Page 89 and 90: 89 18. Inform guests of DJ/music ev
Page 91 and 92: 91 8. Glass doors, mirrors, sills a
Page 93 and 94: 93 3. The guest is assured that the

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