Human Resources
What are the four components to the uniform policy for line level team members?
What is WoodSpring uniform shirt, black or khaki pants, closed toed shoes and nametag
What is the protocol for the monthly Ecolab pest treatment?
Provide letters to guests in advance of service date, walk with Ecolab as they service the property. They should be treating a mix of vacant and occupied rooms and should be doing approximately 20% of the hotel per visit. Track rooms that have been treated to ensure the entire building is being serviced.
When should you get the sales team involved with a piece of business you are selling?
When you uncover a 3 for 30/have an opportunity to land business at your hotel
What is the first thing we do in the office upon arrival to the hotel in the morning?
What is 8Q
What does GOP stand for?
What is Gross Operating Profit
How long can an on-site employee stay in their room after a voluntary termination? Involuntary termination?
Involuntary Termination - 6pm local time on the day of termination
Summarize the certification process for prep/stayover clean/check out clean and the required documentation for certification
Employee demonstrates the ability to complete the task per each checklist without any deficiencies. Completed checklists must be kept in a binder at the front desk as proof of certifications.
What is HMC Heroes/3 for 30 - with a point of contact phone number or email address
What are the two questions we are allowed to ask regarding service animals?
What task/service is it trained to do? Is it required because of a disability?
How is GOP calculated?
What is Total Revenue minus Total Expenses
What are some of the services offered in the Employee Assistance Program (EAP)? List at least two.
What is: emotional and mental health support and strategies, counseling, legal assistance, financial assistance, locating resources for childcare and eldercare, finding long term help from professionals and treatment centers
Name 4 emergency shut offs in your hotel and what they do.
Main gas, main water, main electrical, house washer electrical shut off, house dryer gas shut off, house dryer electrical shut off, room stack valves, fire department connection, dry sprinkler system, wet sprinkler system, recirculation pump
What is the HMC Greet Sheet?
What is a guide for greeting guests via phone (or in person) to help qualify their needs and provide information about our hotel. (essentially a guide for phone skills!)
If your labor index is over 1, what does that mean?
We are using too much labor in certain areas causing an overage in overall labor performance. This is no bueno!
How do you track down specific invoices/items that get coded to the P&L?
Start by reviewing the General Ledger (GL) Detail and use CTRL+F to search for the item. Then reach out to property accountant if you need the actual invoice.
Summarize the process if an employee is injured at work
Provide Medical Treatment. Send Employee for Drug and Alcohol testing. Prepare Transportation. Review results. Complete Employee Injury Form and Incident report and turn in both documents to HR and Incidents.
How many times can your hotel receive a QA inspection in a year?
As many times as Choice wants to send an inspector!
How often should we be completing 4DX?
What is daily
What is the new process for submitting nonemergency work orders to Summit Fire?
What is complete the Summit Fire Work Order form and email to SummitFireRT@hotelmc.net along with pictures (of the fire panel trouble if applicable)
What does it mean if your MPI on the STR report is over 100?
Summarize the process if there is reasonable suspicion of an employee under the influence of drugs or alcohol
1. Receive Complaints 2. Observe the employee 3. Assess the situation 4. Meet with the employee 5. Send the Employee for Testing 6. Prepare transportation 7. Documentation 8. Respond to employee's refusal to take the test 9/10. Respond to Negative or Positive Test Results
Name 5 different Brand Standard items that get checked in a guest room during a Quality Assurance inspection
Answers will vary
What does 4DX stand for?
What is 4 Disciplines of Execution
If law enforcement arrives and ask for information about a guest, are we allowed to provide it? What about if it is a bounty hunter?
We are allowed to provide information to law enforcement as long as we do not provide copies of footage or actual documentation (this needs senior leadership approval most times it will require a subpoena or court order). We are not allowed to provide info to bounty hunters, they are not law enforcement!
What does RevPAR stand for and how do you calculate it?
What is Revenue Per Available Room. It is calculated by multiplying Occupancy % and Average Daily Rate (ADR)