Comfort Inn & Suites Meriden Front Desk Employee Success Book

1. Comfort Inn & Suites MeridenFront Desk Employee Success Book Welcome to the HP Hotel Family!

2. IMPROVE TO SUCCEED “To improve is to change, to succeed is to change often.” - - -Churchhill

3. Front Desk Duty TipPhone etiquette SMILE guest can tell and always answer in three rings or less. With: THANK YOU for calling the Hampton Inn Waterbury this is name, how may I help you. And end the conversation with: “My pleasure to transfer you” or “ is there any thing else I can do to assist you today”

4. Know your hotel! In this section you will find: Number of rooms Room types Amenities we offer Tips Property Information

5. Front Desk Tip:IS ENTHUSIASM IMPORTANT IN GUEST CONTACT POSITIONS? Enthusiasm is one of the most powerful engines of success. When you do something, do it with your might. Put your whole soul into it. Stamp it with your own personality. Be active, energetic, be enthusiastic and faithful, and you will accomplish your objectives. Nothing great was ever accomplished without enthusiasm. ------------Ralph Waldo Emerson

6. Physical Property Information All rooms are Non-Smoking. There is a fee for smoking in a room that you must inform the gust about at check in.

7. More Property Information

8. Common Guest Room Questions Cont. Q: How do I get my internet to work? A: (if it is not a simple answer) “We offer a 24 hour help line, I would be glad to call them and connect them to your room.” Q: Can you bring me a coffee pot? A: The coffee maker is a single server. All you have to do is put one cup of water in the top, put a coffee tray in and put your cup under the tray. Can you think of any others?

9. Common Questions about the Rooms Q: How do I work the thermostat? A: First of all which one is it? If it is on the wall you hit the tempter up or down and you should see the mode change. If it on the unit it self then you will need to adjust the dials to your comfort level.

10. First shift main responsibility is the check out process. Be sure you offer to make new reservations and handle any complaints! In this section you will find: Check outs How to say Good bye Things to do when it is slow 1st Shift Tips

11. Front Desk Duty Tip Check Outs When a guest comes to the desk use this time to thank them and find out if there where any issues. We WANT to fix them before the guest leaves. FINE is not good!

12. Good Bye Check out is our last chance to impress our guest and get them to come back. Use this time to ask important questions: • “Thanks for staying with us, how was your stay?” • “Is there anything we could have done differently to improve your stay with us?” • “Can I book you another reservation?” • “do you need directions to your next destination?” Most Important: “Thank you for staying with us!”

13. 1st Shift To Do’s During Slow Times In addition to your shift checklist there are many other items that need to be done. As a team player you should always be doing something to help the guest and your fellow team members. Below is a list of items you should be doing on first shift when you have time. • Make direction cards to most commonly requested destinations such as malls, restaurants, local companies. These should be kept in a file box at the desk. • Dust and vacuum back office area. • Help sales office with fax blast projects or mailings • Research possible sales leads on line through Google or other search engines.

14. Second shifts main responsibility is Check in’s. Time to make a great impression. SMILE!!! In this section you will find: Check in’s The Art of welcoming Tracking list 2nd Shift Tips Boothe Memorial Park and Museum, listed on the National Register of Historical Places, showcases an assortment of architecturally-unique structures.

15. Front Desk Duty Tip Check In…… • This should be as fast as possible but still informative. • If it is a new guest to us, give them the lay out of the hotel and let them know what amenities we offer. • Get payment method and address if we do not have it. • For tracking purposes make sure the company info is correct (if not fix it) • Verify the number of nights and rate! • Always offer a wake up call! • Also you may want to offer a restaurant or an attraction depending on the guest.

16. Hello Check In is our first chance to impress our guest. Use this time really go the extra mile: • In addition to the wake up call be sure to make suggestions on restaurants and things to do. • Letting the guest know about breakfast is important but be sure they know about other amenities as well, such as off site fitness agreements. • Never be afraid to inform guest of any complications that may effect them it will be much better then if they find out on their own. Most Important: “Thank you for staying with us!”

17. 2nd Shift To Do’s During Slow Times In addition to your shift checklist there are many other items that need to be done. As a team player you should always be doing something to help the guest and your fellow team members. Below is a list of items you should be doing on second shift when you have time. • Research possible sales leads on line through Google or other search engines. • Look up this weeks movie listings or local museum events to share with guest. • Create sorry baskets and cards to have available at a moments notice.

18. Third shifts main responsibility is closing out one day and starting the next. You will not see the guest to often so it is important you do your part to serves the guest behind the scene. In this section you will find: Night audit detailed checklist M3 directions Misc. section account codes Things to do when it is slow 3rd Shift Tips There are concerts at Paradise Green weekly during the spring and summer.

19. M3 Nightly Reporting Step One. Fill out Managers Daily Report Cover sheet from Clipboard and place managers packet together. These are the reports listed below and any others requested by management Step Two. Review management reports you just filled out. The reports you may need to reference are: • -Ledger Summary • -Hotel Statistics (This report must be faxed every night to 1-203-483-9509, staple confirmation page to report) • -Final Transaction Closeout • -Hotel Journal Summary (2 Copies one goes into Night Audit Packet & Night Audit Binder) • -Occupancy Snapshot (The next 7 days) (2 Copies one goes into Night Audit Packet then Night Audit Binder) • -Tax Exempt • -Account Balance Report • *Note: Please highlight the numbers you need to fill in report. Step Three Sign in to M3. Get online, there is a link under favorites that says M3 Application Or type in URL https://login.m3as.com Log in ID: _____________________ PSW: ____________________ Step Four. Put numbers from above listed reports into correct places on the acknowledge screen. Step Five. If it does say YOU RULE hit rollover and okay. If it does not give you the “YOU RULE” Message DO NOT rollover! Re check you numbers, if you can not get in to say YOU RULE just save it. Leave GM a note to fix ASAP.

20. This is what the page looks like. Click on Daily report Then Input Be sure you are on the correct date. Click on Edit. Enter the numbers from your managers report. Click on Calculate. If “You Rule” Click rollover. M3 View: Detailed Directions

21. Rolling Over • When you can not role over: • Read the message for a clue to the problem. • check the large numbers. Be sure the items that total match your reports. Examples: Credit card totals, ledger totals and taxes. • Look for the amount your are out of balance on the audit reports. Sometimes it is as simple as a missed line item. • Then look for typos.

22. M3 Notes and Tips • Make sure your deposit information is in correctly. • Key Words • Room Revenue – Room Charge (RM) • Long Distance Revenue – Phone Long Distance (LD) • State Tax – State Tax (T1) • City/County Tax – Occupancy Tax (T3) • Cash/Checks – Cash (CA) • Paid Out – Guest Refund (GR) • Deposit (Actual) – Same as Cash (CA) • Guest Ledger – Closing Balance from Guest Ledger Summary • City Ledger (Current) – Closing Balance from Accounts Receivable • Rooms Rented – Total Revenue Rooms • 7 Day Forecasted Revenue – Total Room Revenue from Occupancy Snapshot Report. • Discover Card – Discover (DS) • American Express – American Express (AMEX) • Mastercard – Mastercard (MC) • Visa Card – Visa (VI) *Note: When keying in the Visa/Mastercard you must hit the little pop up box with…in it and then type the amount for Visa in the first box. In second box verify it’s for today’s date your closing and the third box type Visa. After entering that info, a second line should come down and you’ll enter same info but for the Mastercard. After all information is put into the system you just enter 3 times and the box should drop. • Misc. Cost are put in differently. They must be coded properly. On the next few pages are a list of acceptable codes. You may have to research in the system what the charge was for.

23. Codes to uses for Misc. A-E

24. Codes to uses for Misc. F-P

25. Codes to uses for Misc. P-W

26. Dollars on the Net Directions Step 1 Log onto internet • Go to Favorites • Go into Dollars on the Net Step 2 Log into Account • Account # ___________________ • Enter User Name & Password Step 3 Select Merchant – Comfort Inn & Suites Stratford Step 4 Hit Select Business Date then scroll down and hit Close Batch *Note: After you hit Close Batch, go to Archives, View Transactions. Hit the accurate month and year then select one of the files with today’s date and to the right of the screen hit Printer Friendly then Totals Only and print this out twice and file one with audit packet and the other one into the audit binder. Do the same with the other folder with the same date.

27. Updating Rev/Occ Reporting Step 1 Log onto internet • Go to Favorites • Go into Choice Central.com Step 2 Log onto Choice Central • User Name: ____________ • Password: _____________ Step 3 Go to Quick Links • Look for Rev/Occ reporting Step 4 Enter the night’s date *Note: Total Rooms will always be the same, the total number of rooms. Step 5 Hit Submitt • Click okay if pop up message appears Key Words • Rooms to Rent – Rooms Available to Sell • Rooms Rented – Total Revenue Rooms • Guest Room Revenue – Room Charge (RM) • Other Reportable Revenue – Phone Long Distance (LD)

28. Night Audit Wrap Up Create Night Audit Pack Place all required reports listed below into a document envelope and write on Night Audit, the Date and Initial it. • All paper work that you printed out • Each shift checklist • 1st and 2nd shift and the credit card with reg card batches into • Putting the Pack in Order • Daily Report • Final Transaction Closeout • Hotel Statistics (With fax cover attached) • Ledger Summary • Occupancy Snapshot Revenue Board Don’t forget to fill in the white board in the back you’ll use the Daily Audit Report you printed out from M3 make sure you highlight your numbers and for the PTD Room Revenue don’t forget to add the misc as well.

29. 3rd Shift To Do’s During Slow Times In addition to your shift checklist there are many other items that need to be done. As a team player you should always be doing something to help the guest and your fellow team members. Below is a list of items you should be doing on third shift when you have time. • Research possible sales leads on line through Google or other search engines. • Read announcement section of newspaper and put together mailings, using sales temples, to send to possible wedding and sports groups • Fold laundry • Clean lobby area

30. If you do not know the area, learn it. It is a vital part of your position at the front desk. Our guest are from out of town and need your advise. Treat each guest like an out of town friend. In this section you will find: Local attractions Requested locations Things to do Directions to most popular restaurants Our Town Highlights We also have sledding in the winter and leaf peeping and festivals in the fall.

31. Closest Bank/ATM (name of bank) directions to there go in this area. Be sure to included times of operations and phone # if possible Closest Gas Station (name of Gas station) directions to there go in this area. Be sure to included times of operations and phone # if possible. List more then one if possible Closest Car Wash (name of car wash) directions to there go in this area. Be sure to included times of operations and phone # if possible Closest Grocery Store (name of Grocery store) directions to there go in this area. Be sure to included times of operations and phone # if possible Closest Pharmacy (name of Pharmacy) directions to there go in this area. Be sure to included times of operations and phone # if possible Closest Post Office directions to there go in this area. Be sure to included times of operations and phone # if possible Closest Starbucks directions to there go in this area. Be sure to included times of operations and phone # if possible Closest Duncan Donuts directions to there go in this area. Be sure to included times of operations and phone # if possible Closest fast food (name of fast food) directions to there go in this area. Be sure to included times of operations feel free to list more then one We are close to the important stuff.

32. Things To Do in Our Area Closest Mall (name of mall) directions to there go in this area. Be sure to included times of operations and phone # if possible. Also list website to look of shop listing. List major department stores here also Museum (name of Museum) directions to there go in this area. Be sure to included times of operations and phone # if possible. List more then one if possible Local attraction (name of attraction) directions to there go in this area. Be sure to included times of operations if available.

33. Ponderosa Type of restaurant Directions and times of operations 99 Type of restaurant Directions and times of operations Royal Restaurant Type of restaurant Directions and times of operations Ruby Tuesday Type of restaurant Directions and times of operations Mary’s Type of restaurant Directions and times of operations Olive Garden Type of restaurant Directions and times of operations Pizza Hut Type of restaurant Directions and times of operations Uncle Joe’s BBQ Type of restaurant Directions and times of operations Ponderosa Type of restaurant Directions and times of operations Our Preferred Restaurants You should have a list available for the guest that shows restaurant name, type, number and who delivers. Also direction cards should be available to all recommended restaurants.

34. Family Fun Closest Movie Theater (name of movie theater) directions to there go in this area. Be sure to included times of operations and phone # if possible. Also list website to look of current listings. Good idea to have this saved to favorites on computer. Closest family play place (example: Chucky Cheese or Jillian's) (name of Play Place) directions to there go in this area. Be sure to included times of operations and phone # if possible. List more then one if possible Closest Children's play park (name of park) directions to there go in this area. Be sure to included times of operations if available.

35. As a desk agent you are a sales person. In this section you will find: Checking in and value selling Reservations and value selling Understanding Value Every Day Selling at the Front Desk

36. Understanding Value • Value is not only associated with price, but quality for the price paid, with limited time and stress in buying and receiving the product. • What items at your hotel represent value to the guest? • Guests see value through friendly, efficient service and staff, clean comfortable surroundings, easy to understand & consistent pricing, ease of booking, 100% satisfaction guarantee, hotel location, breakfast, and room amenities.

37. Front Desk Duty Tip Reservations Start with Value selling. Before you quote a rate let them know what we offer. Also before quoting a rate get: the dates and number of people. Try to up sell first. Do not offer discounts unless they offer it and let them know proof of AAA, Gov will be required at check in. Always get all information including name/ address/ phone number/email ect. Thank them for choosing us before you hang up the phone!

38. Remember that you play a very important role in sales and with out a strong sales effort the hotel will not succeed. In this section you will find: Your role in sales Our hotel sales policies Group information Meeting room information Property tours Your role in the Sales Effort

39. Key Areas • Build Relationships w/ guests (everyone) • Make Outside Sales Calls (Sales/GM) • Uncover NEW Business (everyone) • Document Sales Activity (everyone) Always Remember “People do business with people they know, like and trust.”

40. Sales Role • Carry on casual conversation w/ guests. • Promote your hotel and the area. • Find leads. Observe! Listen! • Ask Questions – ?What company are you with? ?What brings you to the area? ?Are there other associates traveling as well? ?Do you use other hotels? ?Would you provide me a business card and a name of someone in your company who makes decision with travel and hotel coordination? Our DOS/GM would like to contact them to find out more details and possibly set up a corporate rate for your company. • Fill out HP Lead Sheet / attach business/give to GM. • Identify problems, communicate, resolve. • Care about your guests everyday!

41. DO’s Hotel clean/pristine! Pre-select rooms, inspect, set lighting. Communicate to all departments Pre-brief Front Desk on arrival time/name Verify appt day before Send thank you same day Ask Prospect what is most important to them. DON’TS Keep them waiting. Act like it’s just another day on the job. Make noise (laundry cart on tile floor, vacuuming). Forget to smile and introduce other staff Complain Leave out work materials Forget uniform & name tag Forget to be on your best – it’s show time! Property ToursImportant 10-15 minutes

42. Meeting Room It is the front desks responsibility to help sell the meeting room. In order to do so you need to know if it is available, how much it is, policies and how to fill out the contract.

43. Meeting Room Policies • In the event a fully signed contract agreement is not received with in 2 business days from the date contact issued, all rooms and space referred to herein will be released and neither party will be further obligated under this agreement. • The Service Charge and taxes are: 6% service charge. Service charges and taxes are subject to change. • Add 6% sales tax to Audio Visual. • A non-refundable deposit shall be paid by Patron at the time of signing of this agreement and the Hotel contract. The dollar amount stated on the contract(s) between Patron and Operator represents the amount to hold the required space and guaranteed attendance. • Due to Health Regulations no outside food and beverage is to be brought into or leave hotel. • Meeting Planner please note: Once a meeting room is set-up for your event a $50.00 fee will be charged for changes made to the contracted Room Set-Up. • Cancellation of an event within • 26-30 days prior to arrival requires Liquidated damages of 70% of estimated charges • 6-25 days prior to arrival requires Liquidated damages of 80% of estimated charges, • 4 days prior to arrival requires Liquidated damages of 90% of estimated charges. • All these policies are listed on each meeting room contract and must be enforced.

44. Meeting Room Rates All Meeting space must be booked through front desk. Banquet price are based on: • Amount of time needed • Room requested • Equipment needed Please verify availability before booking room. Room is not confirmed until the contract is returned.

45. Group Policies • Groups have a cut off date of 3 to 4 weeks prior to the event. Based on availability we may allow week of cut off. • Sports groups, this market has a policy that on multiple stay reservations, the team can cancel by 11am if they loose a game, these are exceptions to the rule. • Noise. The hotel will not tolerate disubabance of other guest and there for must insist that all group activities take place in the lobby or assigned meeting area. Only one warning will be issued be fore person/s responsible for notice are asked to vacant the premises. • In the event of damage to any hotel property the group will be charged for repairs or replacement of property. We require a credit card or $200.00 refundable deposit per every 10 rooms. • Each policy is listed on contract based on relevance.

46. Group Rates All groups must be booked through the sales office. Group rates are based on • number of rooms • Room types requested • Number of nights • Requested time period These items can all be discussed with the sales department.

47. Front Desk Tip:“Yes I can Attitude” Seven words that you predetermine your destiny! As you think so shall you be. Things are neither good or bad, but thinking makes it so.

48. Section divider page. list out items found behind this tab. Example: In this section you will find: Comp set information Us vs. Them STAR reports Call around Understanding our Comp-set

49. Front Desk Tip: Common Acronyms. ADR- Average Daly Rate Rev- Revenue OCC- Occupancy RevPar- Revenue per Available Room LNR- Local Negotiated Rate YTD- Year to date MTD- Month To date PTD- Period to date

50. Us Vs. Them • Who are our Competitors? Courtyard Marriott, Holiday Inn Express, Conn. Grand Hotel, Dolce Heritage and Hilton Southbury. • You work for the best! Hampton is the #1 limited service hotel. And the Waterbury Team strives to outperform the local competition by providing exceptional service and accommodations. And we back it up with our 100% satisfaction guarantee