PARK_LANE_HOTEL_IN_ROOM_DINING_MANUAL

Welcome toIn-Room DiningTraining ManualThis manual belongs to: _Page 60The Park Lane HotelA Historical ReviewA grand hotel has a timeless quality about it, an elegance that is apparent the moment a guest walks through its doors. The Park Lane is such a hotel. It was opened in 1927 and has maintained its original style and high standard of service ever since.The hotel is the finest example of art deco architecture in London, the Silver Gallery has been used as a backdrop to such period productions as Brideshead Revisited, Poirot and House of Elliot. During the war it is said that the Ballroom was the most glamorous air raid shelter, because it is below street level it was possible for grand functions to continue without being disturbed by bombing overhead.When the hotel was built, between 1910 and 1927, space was not so much of a premium in London as it is today, so the bedrooms and bathrooms were built over seized, and have not been changed in size since. In fact it was the first hotel in the British Isles to have an ensuite bathroom for each guestroom and suite. When the hotel first opened, its rooms were 14s.6d the equivalent of 75p, compared to the £175 per night today.The hotel had an area for carriages to pull right up to the door of the hotel and off the road, which has since been covered over and is now the stunning Palm Court.In-Room DiningA Warm WelcomeId like to welcome you to In-Room Dining as a member of our team. This manual is designed to help you to learn about all of the key aspects of your new position. It also helps us to keep track of your progress and development within the department and to identify areas for training opportunities.When you achieve three signatures, from a Food & Beverage Headwaiter, a Food & Beverage Junior Headwaiter and myself, you will have attained all the knowledge needed to carry out your duties to our high standard.This manual is also your chance to show your ability and willingness to learn so as to become a valuable team member. Each person as an individual within the team plays a key role to achieve our common goal guest satisfaction and revenue generation.A chain is only as strong as the weakest link, therefore, we all have to take responsibility for our department “One for all and all for one”!All signatures should be achieved within three months of your starting date. Please do not be afraid to ask any questions you need to.It is your own responsibility to highlight areas you feel insecure in or raise issues you experience difficulties with. Should your supervisor be unable to help you, please feel free to contact me any time for assistance.I trust you will enjoy working in In-Room Dining and at The Park Lane Hotel.Carpe diem seize the day, make the most of the opportunities you have with Sheraton and most of all have fun!All the bestGiles SelvesF&B Services ManagerInduction to In-Room DiningTo be successful in your new role, it is imperative that you read and fuly comprehend the following information regarding In-Room Dining. We trust you will have a great experience here and become a valuable member of your team. However, in order to do so, you must firstly understand our common values and ground roles.The Park Lane HotelMission StatementTO BE THE LEADER IN EVERY CATEGORY IN WHICH WE DO BUSINESS.STAR CareDont forget these four points:1. Every time you see a guest or colleague,Smile and offer the appropriate hospitality comment.2. Talk to every guest in a friendly,enthusiastic and courteous tone and manner.3. Answer guest questions and requests quickly and efficiently,or take personal responsibility to get the answers.4. Anticipate guest needsand Resolve guest problems.In-Room DiningNot only meet, but exceed customer expectations!Acknowledge each guest, preferably by name!Promote and use Teamwork One for All and All for One!Show flair and creativity in your work!Be open, honest and ethical in your communication!Accept changes as a positive force!Create repeat business through superior quality!(The 30 min. Guarantee)Learn professionalism through training!Set trends let others copy!Realise winners are profitable!General InformationEverything about your jobJob descriptionA full job description will be given to you during your departmental induction programme. Please review all the information, then sign and return the original document to your Head of Department. Should you have any questions regarding any aspect of your new role, please do not hesitate to contact your supervisor to clarify these matters.RotaThe rota is currently completed every two weeks for two weeks. Please note any preferences, holiday requests or days off in advance on the current rota. Wherever possible these requests will