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Contents
Welcome To the Team!.......................................................................................................................5
Alyeska Resort Mission Statement/Objectives......................................................................................5
What To Expect..................................................................................................................................5
Day 1 “General Orientation”................................................................................................................6
Introductions & Property Familiarization..........................................................................................6
Resume Book..................................................................................................................................6
Floor Walk Challenge ......................................................................................................................6
AAA Expectations............................................................................................................................7
Fire Drill Information & Protocol......................................................................................................7
Day 2 “General Training”.....................................................................................................................7
Mini Site/Room Tour Quiz...............................................................................................................7
Phone Etiquette..............................................................................................................................7
Guest Request Follow-Ups...............................................................................................................8
Lost & Found..................................................................................................................................8
Brief Overview of Packages..............................................................................................................8
Signature Worldwide Training .........................................................................................................8
Day 3 “General Training Cont’d”..........................................................................................................9
Shadow Check-In’s..........................................................................................................................9
Package Overview Quiz...................................................................................................................9
Ving Training..................................................................................................................................9
Continued PBX Training...................................................................................................................9
Phone Directory Mini Quiz.............................................................................................................10
Day 4 Front Desk Part 1.....................................................................................................................10
Shadow Check-Out’s.....................................................................................................................10
Express Check-Out’s......................................................................................................................10
Guest Messages............................................................................................................................10
OpenTable Training.......................................................................................................................10
Check-In Quiz...............................................................................................................................10
Day 5 Front Desk Part 2.....................................................................................................................11
Check-OutPractice .......................................................................................................................11
Check-In Practice..........................................................................................................................11
Cashiering Practice........................................................................................................................11
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RTP Training.................................................................................................................................11
Lodgenet Training.........................................................................................................................12
Day 6 Reservations Training ..............................................................................................................12
Reservation Protocol & How To’s...................................................................................................12
Complete Check-In’s and Check-Out’s............................................................................................12
Day 7 “Finishing Touches”.................................................................................................................12
Posting Charges............................................................................................................................12
Competency Check .......................................................................................................................13
The Following Two Weeks.................................................................................................................13
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Welcome To the Team!
You are nowofficiallyapart of the AlyeskaResortteamandfamily,andwe are sopleasedto
have youjoinus! Workingforthe AlyeskaResorthasmanyperkswhichyouwill be able toenjoy,and
youwill leave here withathoroughknowledge of the frontoperationsdepartment.Throughyourtime
here we hope that youlearnto love andappreciate resortlife andthe manychallengesthatwe face.As
a studentof NorthernArizonaUniversitywe expectyoutoalwaysshow professionalismandfriendliness
not onlytoour guestsbut alsoto yourfellow coworkersandmanagers!Overthe nextweekyouwillbe
goingthrougha rigoroustraining of the entire frontoperationswhichwill include traininginfrontdesk,
reservations,andbell/valetservices.Duringthistrainingyoumayfeel alittle overwhelmed,however
rememberthatthese taskswill becomeroutine withpractice andthatwe definitelydo notexpectyou
to remembereverythingthatisgone over.If youhave questionspleasefeelfree toaskyourtrainerand
take notesas theyare there tohelp!Your trainerwill have theirowndailytrainingchecklist,andatthe
endof the day youwill need tosetthree goalsforthe followingdaythatyou feel needtobe reviewed
once more. Throughoutthistrainingprocessandthroughoutyourfrontoperationsinternshipplease
reference the JobDescriptionManual andthe Employee Handbookasneeded.
Alyeska Resort Mission Statement/Objectives
In a service industrylikeours,we mustensure thatthe qualityof ourservicesmeet the highest
standards.We shouldtake pride inour jobsandshow appreciationtoour guestsbyproviding
themwithoutstandingservice renderedwith professionalismandfinesse.We achieve this
standardof excellence throughdedicationtoourjobresponsibilities. We strive forthe
following:
To provide ourguestswiththe highestqualityservice sotheywillcontinuetobe ourguests.
To provide ouremployeeswithsafe andcomfortableworkingconditionsandfairlycompensate
all employees.
To provide ourcorporationa fairreturn onits investment.
To contribute tothe welfare of ourcommunitythroughgoodemployeerelationsand
communityactivities.
It isimportantto rememberthatnoone personcan do italone,buttogetherwe can and will
continuouslystrivetoachieve theseobjectives.
What To Expect
You trainerwill have adailyobjectivesheetforyoutocomplete.These objectives willbe
explainedthoroughlytoyou,anditis up to youto complete thematyourown pace throughout
the day. Once all of the objectivesforthe dayhave beencompletedyouwill be placedona
computerto complete some online trainingthatisveryimportantforthe frontdeskand your
time here at AlyeskaResort.The time neededtocomplete the online trainingsdifferfrom
personto person,sotake youtime and absorbas much informationaspossible.Again,itis
stronglyrecommendedtoaskquestionswhen neededandtotake notesas youwill needto
reference them evenafteryourtraininghasbeencompleted.
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Day 1 “General Orientation”
Introductions & Property Familiarization
Your trainerwill introduce youtoyourfellow coworkers,managers,andsupervisors:
The Director of Front Operations: Darren Hawes
The Revenue Manager: Michael Grey
The ReservationManager: Kristyn Orwig
Bell Captain: Greg Clark
Front Office Manager: Boyd Bowers
AssistantFrontDeskManager: Courtney Morton
GuestServicesManager: Kelli Spencer
Front DeskSupervisorAM: Jessica Luxford
Front DeskSupervisorPM: WadeBastian
Afterintroductions,youwill be takenonasite tour.On thistour youwill be shownall of
the differentretailshops,restaurants,andfunctionareas.If roomtypesare available
youwill alsobe takenon a room tour.There are manydifferenttypesof roomsthatyou
will be sellinganditisimportantto note the differencesandtomake yourself familiar
withthe differentroomlayouts.
Tip: Search for the “Do NotDisturb and Maid Service” switch in the roomas this is a very common
question among guests.Also familiarizeyourself with wherethe emergency flashlightsareasthis is
importantto knowin the eventof an emergency.
Resume Book
The resume book(FrontDeskBible) isdarkred/maroonandcan eitherbe foundatthe
frontdeskor back on the nightauditors/managersdesk.All of the important
informationregarding groups,importantevents,yogahours,Sitzmarkevents,etc.will
be inside of the resume bookfiledunderthe specificday.Itisimportantto reference
thisat the beginningof yourshifttofamiliarizeyourself withwhattoexpectthroughout
the day. Your trainerwill explainhow toreadandunderstandthe formsandwhat to
lookfor.
Floor Walk Challenge
You are nowto complete awalkthroughof the entire resortfacilities.Startonthe 8th
level of the hotel andsearchforlightbulbsthatmaybe out inthe hallsas well as
anythingthatyou feel mayneedattentionsuchasspillsorroom service trays.Make
notesof the previousaswhenyouhave completedthiswalkthroughyouwillneedto
make the correct departmentsaware suchas maintenance,housekeeping,orroom
service.Duringthiswalkthroughyoushouldtake yourtime andfamiliarize yourself with
the layoutonce again.Make sure you searchfor the vendingareasand understandhow
to explaintheirlocationstoguestswhenasked.Whenyoureachthe 3rd
and 2nd
levels
walkthroughthe publicareasand repositionfurniture andpickuptrashstill noting
thingsto fix.Once youare finishedtake all of yournotesbackto yourtrainerand they
will showyouhowto use HotSOS.
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AAA Expectations
Your trainerwill give youapacketthat includesthe AAA ratingrequirements.Theywill
go overwhat isexpectedof youinorderto meetthe desiredratings.Itisyour
responsibilitytomake yourself aware andtopractice these specificactionsinorderto
helpthe hotel gainitsdesiredAAA rating.The packetisyourstokeepandreview
wheneveryoufeel the need.
Fire Drill Information & Protocol
Fire alarmsare not uncommonatthe resort.Therefore, itisveryimportantthatyou
completelyunderstandthe firealarmprotocol.Youwill readthroughthe emergency
binderandyour trainerwill gooververballywhatistobe done inthe eventof a fire
alarm.Anytime thatyoufeel the needtorefreshyourself onthisprotocol,the
emergencybinderisalwaysavailable foryoutoreference inthe cubbytothe leftof the
frontdesk. If you don’tunderstandaniteminthisbinderitiscritical that youask one of
your peers!
Hint: For the firstcouple of weeks it is recommended to review the emergency binderwheneveryou have
a momentof free time.This promotesfullknowledgeof whatto do in the eventof an emergency and can
help you feel less stressed when you do haveto undergo yourfirstemergency alarm.
Day 2 “General Training”
Mini Site/Room Tour Quiz
Today youwill have ashort mini quizof the room/site tours.Answertothe bestof your
knowledge asyouranswerswillhelpyourtrainerfocusonwhatneedstobe reviewed
once more from the previousday.
Phone Etiquette
Afteryourshort knowledgequizyouwillbe trainedonthe properphone etiquette.Itis
importantto be professional andtorefrainfromslangEnglishasmuch as possible.
Words andsayingssuch as “yeah,yep,nope,youguys,dude,etc.”, shouldbe replaced
with“yes,no,youall,Sir,Ma’am, etc.”. Remembertouse lastnameswheneverpossible
and Sir/Ma’amwhenthe lastname isn’tknown.Professionalismiskeywheninteracting
withour guestseitheroverthe phone orinperson,anditcan be accomplishedwith
practice and persistence.Youwill alsobe taughthow totransfercallsto other
departmentsandtosetand cancel wake-upcalls.Youwill have aresortphone
extensionlistthatyouare welcome toreference wheneverneeded.Itisalso
recommendedthatyoukeepanupdatedresortcalendarnearyouas ithas information
regardinghoursand eventsforall outletsof the resortproperty.
Hint: Operating thephonescan be stressfulat timesespecially when you cannotfind the extension you
are searching for.Rememberthe “Hold” button wascreated fora reason and you can alwaysaskyour
coworkersforhelp!
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Guest Request Follow-Ups
Guestwill presentrequeststoyouregardingtheirroomsanditwill be yourdutyto
make sure that these requestsgetfulfilled.Youwill enterthe needsof the guestinto
HotSOStypically.However,if itisan unusual request,youwill have tocall the specific
department.Itisvital tokeepguestsatisfactionexceededandafollow-upcall shouldbe
completedanytime from15 minutesto1 hourdependingonthe extentof the request.
If the requestisnotcompleted,itisyourdutyto make sure it doeshappenina timely
manner.You shouldapologize tothe guestandletthemknow that we will make it
happen.Call the specificdepartmentandmake ita prioritytobe completedassoonas
possible.Afterthisisdone doanotherfollow-upcall tosee if there isanythingelse you
can do to make theirstaymore enjoyable,once againapologizingforthe delay.
Lost & Found
Securityisconsideredthe LostandFounddepartmentof AlyeskaResort.Everything
besidescell phones,musicplayers,tablets,computers,wallets,purses,creditcards,and
ID’swill be storedsecurelyinthe securitydepartment.The itemslistedpreviously,once
loggedbysecurity,will be storedinthe frontdesksafe.All managershave the
combinationandwill needtobe askedforassistance.If aguestreportsan itemthat
securityhasno recordof, have themfill outthe Lostand FoundReportthat islocatedin
the centerfrontdeskcubbyand place it inthe securitymail box.Letthe guestknowthat
if the itemisfound,securitywill contacttheminorderto arrange shipping.
Brief Overview of Packages
Your trainerwill goovera brief overviewof the roompackagesthat the resortoffers.
Belowisa quickreference:
Getaway:Breakfastvouchers &tram vouchers
Romance:Champagne,chocolate amenity,tram
Spa: Spa credit,spagift,tram, and breakfastvouchers
Family:resortcredit,free movie,milk&cookies,tramvouchers
Ski:liftpasses
Hint: The quick referenceof thepackageslisted aboveis subjectto change!Thisis justan exampleand
the hotelmay add or take away packageoptionsatanytime.Makesureto referencethe reservation
binderwhen ever in question.
Signature Worldwide Training
Signature trainingisveryimportantandwill helpyousell andupsellroomsandroom
packagesto inquiringguests.Refertothe “Magic Formula”andask your trainerany
questionsyoumayhave!Yourtrainerwill give youexamplesof goodandbadcalls.Once
youunderstandthe flowof the magicformulayouwill doa few mockcallswithyour
trainer. Thenyouwill make yourfirstreal signature call.The Signature Coachwill guide
youthrough the processand train youto be a professionalreservationist.These callsare
to be completedregularlyona weeklybasisunlessotherwisetoldbyyour
managers/supervisors.
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Hint: Rememberto relax during yourcall and to havefun with it! The SignatureCoachesarethere to help
you build and strengthen yourselling call! They will coach you to perfection with weekly practice!
Day 3 “General Training Cont’d”
Shadow Check-In’s
Today will be yourfirstdayoutside the backoffice area!Youwill goout withyour
trainerto the frontdeskand actuallygetto witnessthe check-inprocess.Thisprocess
can be a bitchallengingtolearnandthe mainthingto rememberisthatwithpractice it
will become routine.Itisdefinitelyrecommendedtotake notesandaskquestionsonce
the guesthas walkedaway.Once youhave become comfortable andfeel confidentin
understandingthe process,yourtrainerwill have youdoa few check-in’sastheywatch
and stayclose by forany questionsorproblemsyoumayhave.
Hint(s):
Alwayscheckthe guestsID,if their nameis not on the roomor in the commentsyou
haveto haveverification fromthe guestwho hastheregistered name.
If the guestdoesnot havecontactinformation already in thecomputer,it is critical
to obtain thisinformation upon check-in.Weusethis information fora numberof
reasonssuch asguestrecovery techniquesor lost and found.
Askyourtrainer abouttheimportanceof Special Services codes!
Alwaysaskforthe car driven to the resortand for any additionalguests staying in
the room.Askyourtrainerhow to add these commentsto thereservations!
Package Overview Quiz
Today youhave a short quizoverthe packagesthat were reviewedyesterdayaswell as
the packagesthat youhad to work withduringcheck-intoday.Answertothe bestof
your knowledge asyouranswerswill helpyourtrainerfocusonwhatneedstobe
reviewedonce more fromthe previousday.
Ving Training
You will alsobe trainedonusingthe Vingmachine (akaourkeyencoder).Sometimes
while workingthe frontdeskyourpersonal keyencodernearyourcomputerscreenmay
not be working.Due tothisyou may have touse the masterVingmachine nearthe RTP
machine.Yourtrainerwill give youapasswordforthe machine andexplainthe process
to encode keys.Make sure to askyour trainerif youhave questionsasthe successful
operationof thismachine is veryimportantinyourdailyjobdutiesasa frontdesk
agent.
Hint: Only makekeysforthe designated timeof usefor each guest.This strengthensguest satisfaction as
hopefully theguestwill nothaveto come to the frontdeskand get their doorrekeyed.If you wantto
completely rekey a doorand cancel old keys select “MakeNew”.
Continued PBX Training
Duringthe quiettimesof yourshiftyouwill continue workingonyouronline training
and masterphone operationstraining.Youwill answeranddirectcallsthroughoutthe
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resortand justpractice phone etiquette andprofessionalismwithourguests.Againif
youhave questionsyouare alwaysallowedandencouragedtospeakwithyourtrainer.
Phone Directory Mini Quiz
At the endof yourshiftyouwill have anothermini quizfocusedonthe operationsof the
telephoneaswell asyourknowledgeof whichdepartmenttochoose whendirecting
guests.These quizzesare justtohelpyourtrainerdecide how wellyouunderstandthe
trainingscovered.Just relax andanswerthe questionstothe bestof yourcapabilities!
Day 4 Front Desk Part 1
Shadow Check-Out’s
Today youwill alsobe outfrontshadowingyour trainerthroughoutcheck-outs.The
check-outprocessisa bitmore complicatedthancheck-ins.Itisveryimportantto
observe closely.There are manyproblemsthatcancome up whendealingwiththe
guestfolios. Whenthere isamoment,trypracticingyourcheck-outspeechwithyour
trainer!Thiswill helpyoufindyourcomfortzone andmake youmore relaxedwhenyou
are completingareal check-outwithaguest.
Hint: Makesure to askquestionsaboutthedifferentfolios!Thedifferentfoliosare used fordifferent
thingsand yourtrainer can explain the use of each folio.
Express Check-Out’s
Once you learnthe basicprocessof checkingaguestout,you will completethe “Express
Check-Out’s”.Yourtrainerwill helpyouandthisshouldhelpimplementthe main
protocol of check-out’sin toyour brain. Your trainerwill show youhow toprintand
email foliostoguestsaswell duringthistraining.
Guest Messages
Your trainerwill alsoshow youhow to make,deliver,anddelete guestmessages.You
will learnhowto do thisinLightspeed.Yourtrainerwill alsoshow youwere toplace
guestpackages,giftcards,and mail.Itis veryimportantonce a guestcallsdownto
retrieve amessage thatyoudeliveritinthe system.Thiswill shuttheirmessage lightoff
inthe room.
OpenTable Training
OpenTable isthe restaurantreservationssystemthatwe use inorderto make
reservationsforguestat7 Glacier’sandalsofor anyspecial eventssuchasMother’sDay
Brunch. Wheneveraguestcomesto the deskto inquire aboutrestaurantreservations
for a party of 6 or less,thisisthe systemwe will use.If theyhave alargerparty we will
connectthemwiththe restaurantreservationsemployeesatextension2237.
Check-In Quiz
Before yougo home forthe day youwill have a shortquizon the check-inprocessthat
youlearnedthe daybefore.
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Day 5 Front Desk Part 2
Check-Out Practice
Today youwill be completingcheck-outsforthe firstpartof yourshift.You will alsobe
answeringphonesandassistingwithguestquestions. Yourtrainerwill explainwhat
chargesare to go to certainfoliosandthe importance of movingthe specifiedcharges
to the folios. Yourtrainerwill be nearbyat all timestoassist you withanyquestions
that youmay have.
Hints: Rememberto stay relaxed,confident,and sincerewhen dealing with guests.Itwill sometimesget
very busy behind the deskbutregardlessof how yourday is going,you areto be sincere and welcoming
to ourguests.Don’tbe afraid to askyou trainer fora phoneextension if you are having difficulty finding
it. If you feel you may be doing something incorrectly,askyourtrainerfor help!It is better to do
something correctly with help than to messit up due to being unsure.
Check-In Practice
You will alsobe completingmultiplecheck-in’stodaywithyourtrainershadowingyou.
Againif youhave questionsjustaskyourtrainer.Questionsare expected! Yourtrainer
will showyouwhere tosearchfor guestvouchersthatgo withpackagesandwill explain
the importance of handingthemtothe guestat time of check-in. Alongwithcompleting
the normal check-in’syouwill be taughtthe importance of reviewingthe registration
cards. It isimportantto inputthe informationthatthe guestprovidesintothe computer
as it makestheircontactinformationreadilyavailablewhenandif needed.
Cashiering Practice
Cashieringcorrectlyisveryimportantforbothyouandthe guest.Yourtrainerwill show
youwere to place yourreceiptsandhow to make bank drops.It isveryimportantto
count yourbank ona dailybasisasto make sure you are balanced.Keepnotesonyour
count in/ count outsheetwhenyouhave paid-outs.Keepingthisinformationhandywill
helpyoukeeprecordsstraightwithaccountingif theyhave questionsaboutanything.
Alsoduringthe cashieringtrainingyouwilllearnhow toseparate chargesandhowto
charge separate guestcreditcards.Sometimesthere will be certainchargesthatneedto
be droppedto an A/Ror CityLedgeraccount. Your trainerwill gooverwhenitis
appropriate todo this.
Hint: Makesure to keep personalrecordsin yourbox thathaveinformation regarding yourbank.You
can referto these noteswhen Accounting emailsyou with questionsoraboutover/shorts.Therecording
of paid-outsand of unusualtransactionswillact asa safety net and keep you protected.
RTP Training
Whenyouare lookingtoprintvouchersforpackages,tram passes,travel vouchers,
pool/fitnesspasses,etc.youwill loginanduse the RTP machine.There are helpsheets
to the leftof the RTP machine that can helprefreshyourmemorywhencompleting
certaintasks.Your trainerwill gooverhow to processtransactionsinthissystemwith
you.It isveryimportantto “clientclose”atthe endof everytransactiontokeepothers
fromprocessingtransactionsonyouraccount!
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Lodgenet Training
Sometimesaguestwill call downandexplaintoyouthata movie thattheyordered
fromthe roomwouldn’tplayorthat it hadissuesplaying.Whenthishappensyouwill
have to use the Lodgenet computertoadjustthese chargesas the moviesandgames
are purchasedthrougha thirdparty company. Yourtrainerwill show youhow to check
the amountof time the guestwatchedof the movie aswell ashow to dispute orcancel
the orderedmovie.
Day 6 Reservations Training
Reservation Protocol & How To’s
Today youwill be spendyourshiftshadowingareservationagentinthe back & front
office.Yourtrainerforthe day will teachyouhow to search forroom availabilityand
ratesfor specifictimes.Theywill alsoteachyouaboutourcancellationpolicyandhow
to cancel existingreservations.Once theyhave taughtyouthe basicsof a normal
reservationtheywill have youmake amock reservationtopractice.Duringcertaintimes
of the yearwe will have guestwithmultiple ratesandguestswithmore thanone
package linkedtotheirreservation.Theywillteachyouhow todifferentiate andbetter
understandthe ratesandhow certainpackagesare builtsothat you are more capable
of explainingabill toa guest.Certaingroupswill have abillingpatternsetupthatwill
directcertainchargesto a masterfolio.Yourtrainerwill explainthese conceptsandhow
to adjustchargesthat were notset upwiththe correct billingpattern.Yourtrainerwill
explain all of the typesof gueststhatwe have at the resort as well asthe significanceof
each guesttype.
Hints: Today is going to bea very informativeday!Itis wise to bring a pad and pencil to takenotes!
Deposits:Alwaystakethe full depositof room, tax,and resortfee when making a
reservation!
Cancellation:We havea standard 48 hourcancellation policy at theresort. If the
guestcalls 48 hourspriorto check-in time of theday of arrival,they will receive a
100% refund of the depositbackto their credit card.If they cancel inside of the 48
hours,wewill movethe depositto a credit thatthey can useto rebookwith us forup
to a yearfromthe dateof cancelation.
Complete Check-In’s and Check-Out’s
Againtodayyou will continuetoworkon checkingguestsinandoutof the hotel.Your
trainerwill be nearbyatall timesif youneedassistance.
Day 7 “Finishing Touches”
Posting Charges
Today alongwithyournormal dailyduties,yourtrainerwillteachyouaboutposting
room charges.There are many instanceswhenyouwill needtoposta charge to a guest
account such as forlaundryservices,transportationservices,andlate check-out
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charges,to name a few.While youwill learntopostthese chargestodayyouwill also
learnhowto cancel a postingandtransfera postingtoa differentfoliooraccount.
Whena guestis disputingacharge from anotherdepartmentyouwilltransferthe
charge to the “F” folio.The “F” folioisconsideredthe “Fix-it”folioandaccountingwill
fix these chargeswhentheygettothemat a latertime.Askyourtraineraboutmore
instanceswhenyouwouldmove acharge to the F folio.
Competency Check
Your trainerwill watchyoucomplete the followingtaskstosee how muchyou have
learnedoverthe pastweek:
o Make a reservation
o Check-Inareservation
o Postcharges,adjustcharges,leave comments
o Complete aroommove
o Check-Outareservation
o Complete aSignature Call
Afterthisiscompletedyouwill sitdownwithyoursupervisoranddiscussyourtraining
overthe last week.Youwill discusshow tocall insickand make a schedule request.The
thingsyouneedtowork onwill be discussedandrecommendationstohow youcan
improve will be toldtoyou.If youhave any questionsorrecommendationspleasefeel
free tobring these totheirattentionduringthismeeting.
The Following Two Weeks
You will continue toworkatthe frontdeskandcomplete all of yournormal daily duties.
Your coworkerswill teachyouaboutthe frontdeskcheck-listandthisistobe
completedeverydayduringyourshift.Youwill alsobe taughtaboutaccounting
proceduresanda bank will be giventoyou. Youwill be assessedonyourstrengthsand
weaknessesaftera45 day period.Lastlyyouwill be exposedtoother
departments/shiftssuchasreservationsandnightaudittohave a betterunderstanding
of the frontoperations.Youwill gainknowledge specifictoeachdepartmentthatwill
helpyoubetterassistguestandmake youmore knowledgeableof the entire resort.
Welcome To The Team!
