Food and beverage

• Personal Appearance


  Your appearance has a big effect on your property's image. You can show guests you care about yourself and the property by keeping a clean, professional appearance
• Cleanliness comes from


  • Bathing or showering every day before work
  • Using deodorant/antiperspirant every day before work
  • Brushing your teeth every day before work
  • Shampooing your hair often
  • Changing your undergarments and wearing clean ones every day
• Cleanliness also comes from


  • Washing your hands or using hand sanitizer
  • Before going on duty
  • After sneezing, coughing or blowing your nose
  • After touching something soiled
  • After taking a break
  • After smoking a cigarette
  • After using the restroom
• A professional appearance comes from

  • Wearing your hair short or tying it back so it is off your shoulders
  • Having hair that is of no more than two naturally-occurring colors
  • Being clean-shaven and following the property's guidelines for facial hair
  • Keeping your fingernails clean and short, not wearing garish or brightly-colored nail polish, and using hand lotion to keep hands soft and presentable
  • Applying makeup in a natural and conservative style
  • Using little or no cologne or perfume
  • Wearing little or no jewelry
• Ask your manager or trainer for more information about the property's dress code and appearance standards
• Comply with your property's guidelines regarding body piercings or tattoos
• Uniform


  A vital part of your property's image. The uniform reflects positively on the property, and was chosen specifically to represent the property. You should appear in your uniform whenever you are in a public area of the property
• Uniform should be


  • Clean and pressed or ironed
  • Worn as it was intended (no pantiegs or sleeves rolled up, vests or jackets buttoned)
  • In good repair
  • Free from holes, rips, tears, or stains
• Shoes should be


  • Clean
  • Polished
  • In good repair
• Some properties encourage employees to add accessories to their uniform to show additional personality, such as adding their place of origin to nametags, or wearing an item that indicates a personal interest. Be sure to check your property's guidelines for wearing any fashion accessories
• Social media


  Communication tools such as Facebook, Twitter, Instagram, or others
• As an employee in the hospitality industry, you may find yourself in a position to exploit the privacy of others, such as other employees or guests, by taking pictures and uploading them to the internet. You must always respect the privacy of every employee and guest of the property
• Never post sensitive information about your property or anyone staying or working there
• Some properties encourage you to post positive information about their business, such as upcoming events or special rates. Always be responsible when it comes to posting about your property on the internet. Check with your supervisor regarding your property's policy
• Mobile phones


  Highly useful but they can also lead to distraction, such as checking your phone too much or not being aware when a customer is standing in front of you
• Some properties may require you to leave your phone in your locker or another secure location before you start your shift if your phone has a camera, you may be discouraged from having it with you during your shift
• Always follow your property's procedures concerning mobile phone use
• Airport/Local Transportation


  Whether your property drives guests to the airport or an airline sends a van, you want to know airport transportation schedules. Know where to locate copies of the schedules and price information
• If you are able to memorize your property's schedules, you'll be able to provide quicker quality guest service
• Guests need accurate information about the arrival and departure times of courtesy vans. If guests miss a ride-or the ride is later than they expected-they could miss a flight. The property wants guests to be satisfied with every stage of their visit-from making reservations to riding the van back to the airport. You can do your part to make the final stage of a guest's visit pleasant and efficient and stress-free
• Additionally, your property may provide transportation to local sites and attractions. You should know which sites and attractions your property provides transportation to and from as well as the schedules and rates
• AT YOUR PROPERTY: Airport, Other Sites/Attractions
• Manager on Duty (MOD)


  Your property always has a MOD when the general manager is off duty. The MOD can help you handle emergency situations, guest problems, and non-guest-related incidents
• Many properties have MOD manuals that provide guidelines for dealing with emergency situations and other problems. Topics covered in these manuals often include: Emergency procedures, Key control, Guest relocation, Check-in and check-out, Maintenance of the property, Handling complaints, Handling disturbances, Housekeeping procedures
• Ask your manager or trainer where your property's MOD manual is kept
• Property Facilities


  Properties offer a variety of special facilities in addition to their rooms for guests to visit and enjoy. Fitness centers, pools, swim-up bars, restaurants, bistros, playgrounds, gift shops, hair salons, snack bars, game rooms, conference rooms, spas, and business centers are all examples of special facilities
• There may be times when you can take advantage of these facilities. Your property may even offer discounted or free use of them. Be sure to follow property guidelines when booking or using them, and remember that guests' use of the facility should always come first
• AT YOUR PROPERTY: The following property facilities are available for employees to use, Employees may NOT use the following facilities at any time, The procedure for reserving use of a special facility is:
• Always act in a professional manner when using the property's facilities. You may be off the clock, but you still represent your property
• Maintenance Needs


  Urgent needs require immediate attention, such as a leaking ceiling or a broken window. Routine needs can be scheduled for later repair by the maintenance department, such as chipped paint or air conditioning filters that need replacing
• AT YOUR PROPERTY: The procedure for handling an urgent maintenance need is, The procedure for handling a routine maintenance need is
• Lost and Found


  Most guests contact the front desk if they lose or find something. To help guests and lost and found items, one position or department is often assigned to handle all lost and found items
• If guests call you about something they've lost or found, you can help by telling them to call the appropriate employee or department about the lost or found item. If possible, offer to transfer the guest to the appropriate person
• If you find airline tickets, money, keys, jewelry, electronics, or other valuable items, take them to the lost and found department/security immediately
• If you find other items, complete and turn in a lost and found slip as soon as possible. Write down the date, your name, what you found, and the place you found the item or items
• Ask your manager or trainer to show you the lost and found procedure for your property
• Remember, never take lost and found items from the property
• Recycling


  Your property is committed to reducing waste in landfills and to recycling. They rely on you to make the property's recycling program a success
• The following items are recycled

  • Glass
  • Plastic bottles
  • Papers
  • Cardboard
• AT YOUR PROPERTY: Recyclables are stored: