WSC2022 Hotel Information Pack Skill 56 HOTEL RECEPTION

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WSC2022 Hotel Information Pack

Skill 56 HOTEL RECEPTION

This document provides information and context for the competition. Competitors are expected to act as if they were working as a full-time receptionist in this hotel.

Hotel information

The competition hotel is based on and inspired by The Hazelton Hotel in Toronto, Canada. Competitors may visit the official website of that hotel for inspiration, photos, and location.

During the competition:

- Concierge and guest relation services are provided by Front Desk Agent (Receptionist).

- There is always a manager on duty, although he/she might not always be reachable.

- Housekeeping is available 24/7.

- The hotel does not offer a loyalty programme.

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Hotel Fact Sheet

The Hazelton Hotel

Key Facts

Address

118 Yorkville Avenue Toronto, ON M5R 1C2 Phone

+1 416 963 6300

Web

thehazelhotel.com Email

[email protected]

Overview

Description

Chic-style accommodation with art collections-3.7 km from the CN Tower, and 0.5 km from the Royal Ontario Museum.

Year Built 2007

Total Number of Rooms 77

Check in Time 3:00 PM Check out Time

12:00 PM Number of Floors

4

Bedrooms

- 25 Deluxe - 25 Luxury King

- 15 Luxury Queen (double double) Suites

- 9 executive suites - 3 signature suites

o Bellair Suite (2^nd floor) o Avenue Suite (3^rd floor) o Hazel Suite (4^th floor)

KPI

Average yearly occupancy: 83%

Guest profiles:

 US: 60%

 Europe: 30 %

 Asia: 10 % Segmentation

 Business: 60%

 Leisure: 40%

Employees : 91 Revenue : $16.5 M

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Food & beverage : ONE Restaurant & Bar

Description

With a variety of beautiful dining spaces to choose from, ONE is the place to experience classic French and Italian flavours, paired with fresh and local Ontario produce. ONE offers 24-hour in-room dining and private catering.

Menu Ref. annex 1

Hours of Operation:

- Breakfast: 6:30am – 11:30am

- All day: 11:30am – 10:00pm

- Late night: 10:00pm – 6:30am

Wellness : Spa by Valmont

Description

The Spa by Valmont utilizes the Swiss product line’s luxe products for its facial treatments. In addition, the facility offers a variety of massage and body treatments design to pamper and soothe.

Reservations recommended Facilities

- fitness facilities - steam room

- indoor saltwater pool Menu

Ref. annex 2

Services

- Massages - Nail Treatments - Facial Treatments - Body Treatments - Waxing

- Spa Packages (manicure & pedicure) Spa Hours:

Monday to Sunday : 10 AM to 6 PM

Meetings

The Hazel Hotel is equipped to host business events.

There are mini-business centers on each floor of the hotel.

The property features

- a 25-seat Silver Screening Room with a large screen and leather theater seats.

- an Executive Boardroom,

- the Yorkville Room for business meetings.

- the Neil Young Room for business meetings.

- Gourmet catering

- Suites can be rented for private events

Total number of meeting rooms 4

Total event space 1,556 sq ft

Total meeting room capacity 4 meeting rooms holding 118 people Meeting Facilities

- Business Center - Copier

- Fax

- Meeting Facilities

- Meeting Room Internet Access (Wireless)

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Guest Rooms

Private and spacious, our collection of luxurious rooms and suites are designed with the affluent traveler in mind.

Sixty-five beautifully designed rooms and twelve exceptional suites evoke grandeur with a splash of 1940s inspired Hollywood glitter. The interiors are sleek and confident, with elegant materials such as green granite, polished wood and silver velvet. Guest rooms are spacious and boast French doors and custom furnishings. The spacious hotel guest rooms average over 620 square feet with nine foot ceilings.

Number of rooms Size Max number of

occupants

RACK RATE

Deluxe 25 King Bed | 464 - 568

sq.ft.

2 989++ CA$

Luxury King 25 King Bed | 536 - 707

sq. ft.

3 1 064++ CA$

Luxury Queen 15 Two Queen Beds |

623 - 684 sq. ft.

4 1 139++ CA$

Executive Suite 9 King Bed | 764 - 857

sq. ft.

3 1 289++ CA$

Avenue Suite 1 King Bed | 1236 sq.

ft.

3 3 264++ CA$

Hazleton Suite 1 King Bed | 1236 sq.

ft.

3 3 264++ CA$

Bellair Suite 1 King Bed | 1860 sq.

ft.

3 6 099++ CA$

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Room Rack

Room

№

Room Type Room

№

Room Type

101 Ex. Suite 201 Ex. Suite 301 Ex. Suite 401 Ex. Suite

102 Lux King 202 Lux King 302 Lux King 402 Deluxe

103 Luxury

Queen * 203 Luxury Queen

* 303 Luxury Queen * 403 Luxury Queen *

104 Luxury King 204 Luxury King 304 Luxury King 404 Luxury King

105 Deluxe 205 Deluxe 305 Deluxe 405 Deluxe

106 Luxury King 206 Luxury King 306 Luxury

King 406 Luxury King

107 Luxury Queen 207 Luxury

Queen 307 Luxury Queen 407 Luxury Queen

111 Luxury Queen 211 Luxury Queen 311 Luxury Queen 411 Deluxe

114 Deluxe * 214 Deluxe * 314 Deluxe * 414 Deluxe *

115 Luxury Queen 215 Luxury Queen 315 Luxury Queen 415 Luxury Queen

116 Luxury King 216 Luxury King 316 Luxury King 416 Ex. Suite

#

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* Room for guests with disabilities (wheelchair)

# Connecting room

ll rooms have Qibla on the ceiling

117 Deluxe 217 Deluxe 317 Deluxe 417

Hazel Suite

#

118 Luxury King 218 Luxury King 318 Luxury King

119 Ex. Suite

#* 219 Ex. Suite

# 319 Ex. Suite

# 120 Ex. Suite

#*

220 Bellair Suite

#

320 Avenue Suite

#

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Rooms

Deluxe Room

The Deluxe Room has everything you need and it is uniquely designed for comfort. Features zebrawood dressing room and galaxy green granite ensuite bathroom with deepsoaking tub and a separate shower.

Room Features

- 55″ LG HD 4K television - Juliet or walk out balcony - Nespresso machine

- 80 sq. ft. Zebrawood dressing room

- Galaxy green granite ensuite bathroom with heated floors - Deep soaking tub and separate rainfall shower

- LCD television integrated into bathroom mirror - L’Occitane amenities

King Bed | 464 - 568 sq.ft.

Luxury King Room

An upgrade to the Deluxe Room. Features a separate seating area with either a comfortable chair or a two-seater sofa. A lavish hideaway with plenty of room to stretch out.

Room Features

- Seating area with armchair or two-seater sofa - 55″ LG HD 4K television

- Juliet or walk out balcony - Nespresso machine

- 80 sq. ft. zebrawood dressing room

King Bed | 536 - 707 sq. ft.

Luxury Queen Room

For guests who love travelling together - but love their own space even more. Features two queen size beds and a comfortable seating area, with zebrawood dressing room and galaxy green granite ensuite bathroom.

Room Features

- Seating area with armchair or two-seater sofa - 55″ LG HD 4K television

- Juliet balcony - Nespresso machine

Two Queen Beds | 623 - 684 sq. ft.

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Suites

Executive Suite

Exquisitely designed and furnished, the Executive Suite is exceptional in every way with spacious sitting area and a king size bed in the bedroom. 47" LG HDTVs are available in the bedroom and seating area.

Room Features

- Spacious entertaining area separate from bedroom

- 55″ LG HD 4K televisions in bedroom and entertainment area - Juliet balcony

- Nespresso machine

- Galaxy green granite ensuite bathroom with heated floors and double vanities - Deep soaking tub and separate rainfall shower

King Bed | 764 - 857 sq. ft.

Avenue Suite

Located on the 3rd floor, The Avenue Suite features a 450 square foot windowed seating area and a king size bed in the bedroom. This luxurious suite also stands out with a separate dining area. Interconnecting room is available.

Room Features - 1236 sq. ft.

- King size bed with Serta Presidential pillow top mattress - 450 sq. ft. rotunda living room with panoramic views - Dining room

- 55″ LG HD 4K television in the bedroom

- 75″ Samsung HD 4K television in the living room - Juliet balcony

- Nespresso machine

King Bed | 1236 sq. ft.

Hazel Suite

The Hazel Suite features unparalleled accommodation, ideal for special occasions or first-class entertaining. Located on the 2nd floor, features a spacious 450 square foot windowed seating area, separate dining area, and a king size bed in the bedroom. Interconnecting room is available.

Room Features

- 450 sq. ft. rotunda living room with panoramic views - Dining room

- Powder room

- 55″ LG HD 4K television in the bedroom

- 75″ Samsung HD 4K television in the living room - Juliet balcony

- Nespresso machine

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Bellair Suite

Our largest one bedroom suite located on the 4th floor. Features a spacious 800 square foot windowed seating area, 2 lounge areas, media centre, wireless touch screen remote media controller, and a separate dining area capable of seating up to 10. Interconnecting room is available.

Room Features

- 800 sq. ft. rotunda living room with panoramic views and two lounge areas - Media centre and touchscreen remote media controller

- Piped stereo system

- 47″ LG HD televisions in bedroom and living room areas - Dining room seating for ten

- Powder room - Walkout balcony - Nespresso machine

- Galaxy green granite ensuite bathroom with heated floors and double vanities - Deep soaking tub and separate rainfall shower

Reservations

Rates

Advance purchase (ADVRO) = 15% off BAR rate - Full pre-payment required.

- 15% Off our Best Available Rate! All room nights booked will be charged to the credit card provided. The guest occupying the room and the credit card securing the reservation must be in the same name. The credit card used to book the room and an additional piece of photo identification will be required upon arrival. No refunds will be credited for any changes, or cancellation.

- We charge 100 percent of stay to credit card at time of booking. The deposit is non refundable.

- NON REFUNDABLE 100PCT STAY Best Available Rate (BAR)

- Includes accommodation in one of our spacious guestrooms - GUARANTEE CREDIT CARD 1^st NIGHT

- Free cancellation up to 12:00 PM 1 day before arrival

- Cancel 24 hours prior to arrival to avoid a penalty of 1 nights room Bed & Breakfast Package (BARBB) = BAR +60 CA$

- Breakfast Inclusive Package

- The Hazel Bed and Breakfast Package includes accommodation, and parking for one vehicle.

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- Cancel 24 hours prior to arrival to avoid a penalty of 1 nights room Spa Package (SPABB) = BAR + 120 CA$

- Spa Inclusive Package

- Spa Package includes a complimentary Late Check-Out, $120 Spa Credit per STAY for services (must be booked in advance), a breakfast credit of $32 per day per adult(up to 2 persons per room), Valet Parking, Facility Fee

- Cancel 24 hours prior to arrival to avoid a penalty of 1 night room

Corporate Rate (CORPBB) = 10% off BAR rate (Fairfax Financial,Canada Goose Inc,)

includes accommodation, breakfast for 1 each morning ($32 credit per adult), and parking for one vehicle.

- GUARANTEE BY COMPANY 1^st NIGHT

- Cancel 24 hours prior to arrival to avoid a penalty of 1 night room Travel Agency Rate (TABB) = BAR rate

- includes accommodation, breakfast for 2 each morning ($32 credit per adult), and parking for one vehicle.

- Cancel 24 hours prior to arrival to avoid a penalty of 1 night room

Hotel services

In-room services

- Premium channels - Free WIFI

- Separate dressing area - Workspace/desk - Bathrobes/slippers - Minibar

- Granite bathrooms with heated floors, LCD television built into the mirror, L'Occitane amenities - Separate shower

- Separate tub

- Guest rooms with patios and balconies - No adjoining rooms

- Extra bed upon request (add fee) (+60 CA$) - 100% nonsmoking rooms

- Pillow menu - Safe

- Ironing service (with fee) - Dry cleaning & laundry (with fee) - Fax/Photocopying (with fee) - Shoeshine service (complimentary) Location & Parking

- 24-hour Valet parking is $59 CAD per day - Accessible parking

- Electric vehicle charging station

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- No airport shuttle - Car service upon request

Reception

- Open 24h a day -

- No concierge

- Priority reservations at ONE Restaurant - Invoice provided on request

- Baggage storage - Currency exchange

- HST (Harmonized Sales Tax) 13% include Goods and Service Tax (GST) and The Ontarion Provincial Sales Tax (PST)

Kids

Childcare services can be arranged by the concierge for an additional fee.

Crib and extra bed policies - 0 - 2 years

o Crib by request o Free

- 6+ years

o Extra bed by request o 60 CA$ per stay Pets

The property allows pets for a 125 CA$ fee per seven-night stay.

- Only cats and dogs are allowed - Pets allowed (with fee)

- Pet sitting / walking upon request (with fee) Safety & security

- Fire extinguishers - CCTV outside property - CCTV in common areas - Smoke alarms

- Security alarm - 24-hour security

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Food & beverage: ONE Restaurant & Bar

ONE Restaurant offers a variety of private dining spaces, each offering its own unique atmosphere. The private spaces are perfect for a range of events from business meetings and presentations to celebratory dinners and large cocktail receptions. Our event manager is available every step of the way to ensure a seamless event including exclusive menus from our private chef and sommelier.

- 24-hour in-room dining - Fine dining

Hours of Operation Price

Breakfast SERVED FROM

Weekdays 6:30AM - 11:30AM Weekends 6:30AM-3:30PM

Continental – 26 CA$

Full Breakfast – 32 CA$

(30 CA$ when included in rate)

All day 11:30am – 10:00pm À la carte - See menu

Late night 10:00pm – 6:30am À la carte - See menu

For In Room Dining: addition to a delivery charge of $5.00

Wellness: Spa by Valmont

Spa

For more than 30 years, Valmont has been deploying all of its know-how in the field of anti-aging with professional care combining expertise, product performance and accuracy of gestures.

Spa by Valmont at The Hazel offers world-class facial treatments, luxurious body treatments and specialized massages designed to release stress and toxins. Providing pampered attention from our experts, you will leave the spa feeling better than ever.

Spa Hours:

Monday to Sunday : 10 AM to 6 PM Pool

The Hazel Hotel has an indoor saltwater pool. Designed for swimming laps, the pool does not offer a lounge area.

- Complimentary access - Towels provided - Lap pool Hours:

- Monday to Sunday : 7 AM to 9 PM

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Fitness center

The hotel has a fitness center with cardio machines and free weights.

- Cardio equipment - Weight equipment Hours:

- Monday to Sunday : 7 AM to 9 PM

Meetings

From private meetings to conferences, to events or celebrations, our variety of extraordinary spaces aims to exceed your expectations. Menu options feature power breakfasts, modern working lunches, and bespoke dinners. A meeting at the luxury Hazel Hotel, catered by ONE Restaurant, will always be a memorable experience.

Rooms Size Max

pax

Description

The Yorkville Room

889 sq ft

90 pax

- 889 sq. ft. of event space

- Space can be divided into two rooms with an insulated acoustic partition

- Seats 67 guests in a theatre-style set-up - Seats 66 guests at 3 square tables of 22

- 346 sq. ft. Yorkville Room Foyer pre-function space - 90 people reception / cocktail

- Special catering services by ‘ONE’ at The Hazel Hotel

The Neil Young Room

264 sq ft

16 pax

- Private dining and meeting space for 16 people - 264 sq. ft. of space with 145 sq. ft. vestibule

Executive Boardroom

403 sq ft

10 pax

- 403 sq. ft. of event space with natural light

- Permanent boardroom table with seating for 10 persons - White board and desktop computer workstation and printer - 220 sq. ft. private foyer

The Silver Screening Room

715 sq ft

25 pax

- Designed by master designer Christopher Hansen of Beverly Hills’

Simply Home Entertainment - Seats 25 guests

- 16’ ceiling and mohair-lined walls for insulation and soundproofing - Equipped with state-of-the-art digital projection, Meyer Sound CQ1

concert series powered loudspeakers Genelec A1W26 surround sound with remote power amplifiers

- Sunfire Theatre Grand V surround processor has 8 channel input for 35mm film system integration

- Adjoining 715 sq. ft. Silver Foyer for optional pre-function space

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- Special catering services by ‘ONE’ at The Hazel Hotel THE SILVER FOYER

- 715 sq. ft. of pre-function space - Features the Hall of Mirrors

Wedding

The hotel can host small wedding receptions of up to 70 people. Professional planning services and gourmet catering are available.

Maximum wedding guest capacity: 70

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Hotel Standards Operating Procedures (SOP)

The hotel is a five-star hotel.

Listed below are some of the hotel operating procedures & guidelines. This is non-exhaustive.

Reservation

1. Telephone conversation is calm and clear

2. The guest is always asked permission before being placed on hold 3. No telephone hold longer than 30 seconds without offering call-back

4. Staff is highly articulate and avoids slang and excessive use of phrase-fragments

5. Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction 6. Staff exhibits a genuine sense of interest and concern for the guest

7. Staff leads the conversation and is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

8. The guest's name is used naturally as a signal of recognition

9. Reservationist specifically thanks the guest for the booking and closes the interaction with a polite and appropriate remark

10. The guest is offered a choice of room rates and types when available and/or appropriate 11. Reservationist can readily describe the various physical elements in the guest room 12. Reservationist can describe hotel facilities and procedures with clarity

13. Reservationist can effectively provide directions and/ or transportation options and their associated costs 14. Reservationist clearly explains deposit and cancellation policies and any penalty charges

15. Reservationist offers hotel services, such as transportation service, dinner or spa reservations 16. Details of the booking are repeated for confirmation

17. A confirmation number is offered

18. Confirmation is offered and received within 24 hours of the call 19. Confirmation email is accurate

20. The guest is fully prepared for their stay after the call, and they look forward to their visit with positive anticipation

21. Cross-departmental channels of communication among staff are consistent and complete 22. The service is handled without excessive delays or interruptions

Reception

Arrival

1. Staff politely acknowledges the guest when appropriate and reasonably possible 2. Staff is highly articulate and avoids slang and excessive use of phrase-fragments

3. Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction 4. Staff readily smiles and maintains an engaging expression

5. Staff makes eye contact and keeps focus on the guest

6. Staff exhibits a genuine sense of interest and concern for the guest

7. Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful 8. Cross-departmental channels of communication among staff are consistent and complete

9. Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

10. The guest's name is used naturally as a signal of recognition 11. Staff closes interactions with polite, appropriate remarks

12. All staff encountered are wearing professional, clean and well-fitted uniforms

13. All staff encountered are extremely well-groomed while appropriately representing the property style

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14. Staff maintains alert posture and behaves professionally in view of the guest 15. Staff does not decline any request without offering appropriate alternatives 16. Guests are greeted curbside within 30 seconds of arriving

17. If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous

18. Luggage assistance is immediate at curbside and offered by the staff 19. The guest is escorted or directed to the appropriate registration area

20. Time from arriving at reception area until registration is complete does not exceed five minutes 21. Guests are required to show a photo ID and credit card at check-in

22. Special requests or bookings made prior to arrival are confirmed during registration or upon entering guest room

23. All details of the reservation are accurate; departure date is confirmed during registration 24. The guest is escorted or directed to their room

25. Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it

26. Luggage is stored conveniently

27. Luggage arrives within 10 minutes of registration completion

28. Orientation to the hotel is discreet and helpful, consisting of only relevant and important facts that do not overwhelm the guest

29. Orientation to the guest room is discreet, helpful and appropriate to the location, including only facilities or services that might otherwise be overlooked or are unique

30. If guest room is not ready beyond hotel's check-in time, staff makes thoughtful suggestions to ensure the guest's comfort while they wait, and an estimated wait time is made known and honored within 15 minutes 31. Did the arrival process, staff or level of thoughtfulness stand out in any way?

32. The service is handled without excessive delays or interruptions Departure

9. Staff exhibits a genuine sense of interest and concern for the guest

10. Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful 11. Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably

answer questions about the entire hotel or obtains effective and prompt assistance 12. The guest's name is used naturally as a signal of recognition

13. Staff closes interactions with polite, appropriate remarks

15. All staff encountered are extremely well-groomed while appropriately representing the property style 16. Staff maintains alert posture and behaves professionally in view of the guest

17. If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous

18. Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate staff

19. Staff does not decline any request without offering appropriate alternatives

20. Bellman arrives within eight minutes of departure assistance request; or within five minutes of pre- arranged luggage pick-up time

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21. Time spent settling the folio does not exceed five minutes

22. Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it from the room

23. Staff accepting payment specifically thanks the guest and closes the interaction with a polite and appropriate remark

24. Staff proactively offers transportation assistance, not waiting for the guest to exit the hotel and seek transport

25. The final folio is offered to guest for review prior to processing 26. If a printed folio is provided, a folder or envelope is offered 27. If an emailed folio is requested, it is delivered within one hour 28. The final folio is accurate and easy to read

29. If applicable, posting/charge errors called to the attention of the staff are quickly and discreetly rectified with words of apology

30. There will be no unexpected charges posted to the folio; guests must have been advised in some obvious manner of all charges

31. Did the departure process, staff or level of thoughtfulness stand out in any way?

32. The service is handled without excessive delays or interruptions Guest services

9. When appropriate, staff asks guiding questions to ascertain the guest's preferences

10. Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful

11. Reception staff have a discretionary budget of 150 CA$ per month to use on guests without prior consent.

Anything above should be approved by management.

12. Cross-departmental channels of communication among staff are consistent and complete

14. The guest's name is used naturally as a signal of recognition 15. Staff closes interactions with a polite, appropriate remark

19. Follow-up service or call-backs are timely and accurate

20. When asked about restaurant recommendations, local activities and/or attractions, staff provides an appropriate choice of options as well as brief descriptions

21. Staff exhibits local expertise by providing thorough detail and first-hand knowledge 22. When appropriate, staff effectively provides directions and transportation options 23. All non-digital collateral is professionally presented

24. Staff does not decline any request without offering appropriate alternatives 25. The service is handled without excessive delays or interruptions

Digital services

1. The hotel's website is notable in design and consistent with the property and/or brand

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2. The hotel's website is intuitive and seamless to navigate

3. Content on the hotel website is up-to-date, free of errors and grammatically correct 4. An online hotel booking engine or mobile application is available

5. Booking engine is convenient and allows the guest to sort through different room features 6. Booking engine offers a rate and availability calendar

7. Rate types and inclusions are clearly and conveniently described during the online booking process 8. Online room descriptions are helpful, with accurate photos included

9. It is possible to add special requests and/or other hotel services to the reservation before the booking is processed online

10. The deposit and cancellation policy is clearly explained before the booking is processed online 11. For online bookings, confirmation is immediate

12. Bookings made through the property website can be amended or cancelled online 13. All email communications are personalized

14. All email communications are professionally formatted and accurately reflect the property and/or brand 15. Staff is articulate and courteous when corresponding with the guest via email

16. General email inquiries are answered within 24 hours

17. All text message communications are polite, professional and consistent with the property style 18. Text messages are answered within three minutes

19. When guest requests are made through digital technology, the functionality is intuitive and convenient 20. All service automation functions seamlessly and as expected

21. Non-digital alternatives are available for any service automation technologies provided Guest service request

4. Staff is highly articulate and avoids slang and excessive use of phrase-fragments

8. Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service 9. Cross-departmental channels of communication among staff are consistent and complete

11. The guest's name is used naturally as a signal of recognition 12. All interactions are closed politely and appropriately

16. Staff does not decline any request without offering appropriate alternatives 17. Staff arrives to the room within 10 minutes unless advised otherwise

18. Requested items delivered to the room are high quality and elegantly presented

19. Two-hour pressing, same-day and express laundry/dry cleaning service are available on weekdays 20. Folded items are returned with luxurious presentation

21. Hanging items are neatly returned on high quality hangers, with non-slip inserts for trousers 22. The service or resolution provided by the staff meets the guest's needs and expectations 23. The service is handled without excessive delays or interruptions

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Housekeeping

Housekeeping daily service

1. The bathroom floor is thoroughly cleaned 2. All bathroom fixtures are thoroughly cleaned

3. Bathroom appointments such as mirrors, shelves, etc. are thoroughly cleaned 4. All used bathroom linens and robes are removed and neatly replaced

5. All fresh bathroom linens are clean and in excellent condition 6. Toiletries and cosmetics are neatly arranged

7. High quality underliners are used for toiletries on vanity or counter surfaces, but not under items on narrow shelves

8. Small appliances provided by the hotel have their cords (i.e. hairdryer, iron, etc.) neatly coiled and appliances are tidily arranged in a convenient location

9. End sheets of toilet tissue are neatly pointed or similarly cared for

10. Bathroom amenities are sufficiently supplied to last until the next service. Any single-use amenity that is more than half depleted has a fresh product added

11. Debris is thoroughly removed from all areas of the bedroom floor

12. Any significant dust, debris or spillage on furniture surfaces is thoroughly cleaned 13. Following daily service, all bed linens are completely clean and in exceptional condition 14. The bed is tightly and attractively remade with decorative elements replaced

15. If an obvious environmental preference program is in place for linens and towels, the guest's requests are honored

16. Wastebaskets and ashtrays throughout the bedroom and bathroom are emptied/cleaned

17. Soiled in-room dining serviceware, trays or trolleys are removed from the room and not left in the corridor 18. If used, glassware, silver or china in the room is thoroughly cleaned

19. If provided complimentary, food and beverage amenities are freshened and/or replaced as necessary 20. Items consumed from the minibar are replaced at some point during the day

21. If ice had been provided in the ice bucket, ice bucket is drained and cleaned, or completely refreshed 22. Clothing left around the room is neatly folded or draped and left within immediate guest view

23. Shoes left out in the room are paired and neatly placed near where the guest had left them, out of high traffic areas

24. Personal guest belongings, other than clothing or toiletries, are not substantially disturbed and no guest belongings are missing

25. Personal guest belongings, other than clothing or toiletries, are handled in a noteworthy manner 26. Magazines and newspapers are neatly compiled and arranged

27. Hotel collateral such as service directories, in-room dining menus, corporate directories, etc. are neatly arranged

28. TVs are turned off or set to a dedicated welcome channel, furniture throughout the room is neatly straightened and closet and cupboard doors are closed

29. All window treatments are opened, if appropriate, have a symmetrical appearance and are uniform day- to- day

30. Depleted complimentary room amenities are replenished, such as notepads, pens and laundry kits 31. Burned out light bulbs or other malfunctioning equipment is replaced/repaired

32. The room has an extremely fresh, comfortable atmosphere when the guest returns

33. Daily service is provided in a timely, convenient and discreet manner so that the guest does not feel disturbed

34. If a room attendant, minibar attendant or technician is encountered, they are very polite, well-groomed and professional

35. Good security precautions are taken when staff is servicing rooms 36. Guest room corridors are kept neat and organized during daily service

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Housekeeping evening service

1. Evening service is provided automatically

2. Evening service is provided automatically, or the guest is prominently invited to call to request service 3. Evening service is provided in a timely, convenient, and discreet manner so that the guest does not feel

disturbed

4. During evening service, an effort is made to set an appropriate atmosphere 5. During evening service, bedding is neatly prepared

6. During evening service, clothing left around the room is neatly folded or draped and left within immediate guest view

7. During evening service, shoes left out in the room are paired and neatly placed near where the guest had left them, out of high traffic areas

8. The bedroom is tidied, with significant debris removed from floors and furnishings; wastebaskets are emptied and reading materials are straightened

9. During evening service, the bathroom counter, sink, shower and tub are cleaned 10. Bedroom and bathroom amenities are sufficiently supplied to last until the next service 11. During evening service, toiletries and cosmetics are neatly arranged

12. High quality underliners are used for toiletries on vanity or counter surfaces, but not under items on narrow shelves

13. During evening service, used bathroom linens are removed and neatly replaced, unless the guest chooses to participate in an environmental preference program

14. All fresh bathroom linens are clean and in excellent condition 15. Evening service includes a noteworthy or thoughtful element

16. If a housekeeping evening service attendant is encountered, they are very polite, well-groomed and professional

Safety and security policy

In doubt, we trust hotel staff to use their best judgement.

Fire

1. If you spot a fire

a. If you feel safe to do, extinguish without putting yourself at risk b. Press the closest alarm button / Call the security fire department at 911 c. Call management

2. If you hear the fire alarm, unless it is unsafe to do so:

a. Get out the services ́ keys (master keys)

b. Retrieve emergency lists from Reservation System i. Room Rack including stayovers

ii. Arrivals iii. Departures c. Block the lifts

d. Calmy direct people out to the assembly point until the fire department arrives Armed Robbery

1. Don’t resist – be accommodating!

2. Try to stay calm 3. Give him/her money

4. Call security or police after the robber has left the hotel 5. Call management & assist the security or police

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Assault

1. Press panic bouton or call for help: 911 2. Do not put your own life at risk

3. As soon as possible, contact management Bomb Threats

1. Try to keep calm

2. Speak calmly with the person making the threat. Ask and write down!

a. When will the bomb explode?

b. Where is the bomb?

c. Why have you left the bomb?

d. Who is behind the bomb threat?

e. Pretend that you can’t hear. Ask again.

3. Ask a colleague

a. To call the police 4. Do not disconnect the call

a. Connect on to another phone when they hang up and leave that phone off the hook 5. Follow up

a. Write down everything you can b. Call the Duty Manager

c. Gather the Crisis Group if necessary Theft

1. Call the Duty Manager 2. Follow up

a. Victim = guest – help the guest to make a report and assist him/her as much as possible b. Victim = our hotel – talk to the Duty Manager then report to the police.

3. Write down a report and hand over to Duty Manager Accidents

1. Keep calm

2. Depending on the situation, immediately call for help and/or call emergency services 911 3. If you can or if needed, perform first aid or call first aid officer

4. If it’s a guest, always offer first aid or emergency services 5. Write down a report and hand over to Duty Manager Food poisoning, bed bugs and other types of allegations

1. Offer guest medical assistance, if needed call emergency services 2. Show empathy

3. Ask as many questions and take as much details as possible, write everything down 4. Write down a report and hand over to Duty Manager

(24)

Background information

The hotel is in the city of Toronto, Ontario, Canada. Competitors are encouraged to learn more about the country and the way hospitality is practiced over there.

The hotel operates under Canadian law and regulations.

The legal currency is Canadian dollars (CA$ or CAD).

Ontario is one of the provinces in Canada that charges a Harmonized Sales Tax (HST) of 13%.in Details 8% for Government and 5% for Service. The HST is applied to most goods and services, although there are some categories that are exempt or rebated from the HST.

Grooming policy and hotel uniform

Men

Dark suit, long white sleeved shirt, tie, belt, dark socks, dark shoes shined without any fantasy, identification of the competition on the chest. Short and clean nails, short hair or caught, shaved, clean and tidy. Jewelry is not allowed (except wedding ring).

Women

Dark suit with pants or skirt, long-sleeved white shirt, scarf, transparent tights or stockings, identification of the competition on the chest.

Skirt should not reach above the knee. Slits are acceptable because they enable movement, but they should not reach above the knee.

Avoid inappropriate items by sticking to solid, neutral colors like brown, black and dark grey. White shoes are not usually appropriate in a professional setting. The most desirable shoe materials for receptionists are leather, dark fabrics and microfiber. The high heels are forbidden at the reception desk, the heel height should be from 3 to 5 cm.

Avoid slippers, sandals and spike heels. Conservative dress excludes open toes, chunky heels and platform shoes.

Short hair (until the chin) or caught, light makeup, small earrings, no rings (except wedding ring) and necklaces, clean and tidy. Nails should be short and clean, use nude colors or French manicure.

Annexes

1. ONE Restaurant & Bar Menu 2. SPA Menu

3. Pillow Menu

WSC2022 Hotel Information Pack Skill 56 HOTEL RECEPTION