1000 Introduction and General 1000 Introduction to This

1000. Introduction and General, 1000 Introduction to This Guide A. The Purposes of This Guide The purpose of this guide is to provide team members, both management and non-management, with information on the standards that we use in our guest services department. This guide establishes and describes policies and procedures for that purpose. With the implementation of the programs and policies described in this guide, we accomplish the following: v Improve customer service. v Improve repeat business and referrals from the hotel's customers. v Improve rates for guestrooms and other services provided to our customers. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

1000. Introduction and General, 1000 Introduction to This Guide A. The Purposes of This Guide (cont. ) v Comply with laws dealing with hotels. v Reduce and minimize the losses from poor financial controls. v Preserve and achieve ongoing improvement of our good image. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

1000. Introduction and General, 1000 Introduction to This Guide B. The Guest Services Department The guest services department includes several sub-departments, including the following: v Front office v Reservations v Telephone v Night audit v Guest transportation, where applicable v Breakfast service (where complimentary breakfast is served) Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

1000. Introduction and General, 1000 Introduction to This Guide C. How to Use This Guide Use this Guide in several ways, including the following: v As a reference for all hourly team members and supervisors, v As an orientation tool for new team members, v As a training reference for group and individual training meetings, v As a resource for developing pre- and post-training quizzes and tests, v As a resource for materials for departmental and other staff meetings, Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

1000. Introduction and General, 1000 Introduction to This Guide C. How to Use This Guide (cont. ) v As a recruitment resource for writing interview questions, and v As an evaluation tool for measuring the performance of company employees. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

1000. Introduction and General, 1000 Introduction to This Guide D. Availability and Users of This Guide We make this Guide available for use by team members in the following positions: v Guest service agents (GSAs) and guest service managers (GSMs) v Reservation agents and supervisors v Night auditors v Telephone operators, where applicable v Drivers, where applicable v Breakfast hosts and hostesses, where applicable and for those who supervise the above positions Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

1000. Introduction and General, 1000 Introduction to This Guide E. Related Information Use this Guide with other electronic and printed information. In particular, use the following manuals for policies and procedures that may relate to the policies and procedures in our Guest Services Guide: v Your Hotel-specific Guest Services Guide v Your Employee Handbook v Marin Management’s online Team Site v Your hotel Safety, Security & Emergency Procedures Guide v Where applicable, the hotel franchise manuals v The property-management system (front-office) computer manuals GUEST SERVICES GUIDE © Marin Management, Inc.

1000. Introduction and General, 1000 Introduction to This Guide F. “Supervisors” and “Managers-on-duty” Some parts of this Guide refer to the manager-on-duty's role regarding guest-service issues. The definition of "manager-onduty" is the ranking or designated hotel supervisor in charge. During business hours that is usually the general manager. Other times the manager-on-duty may be the night auditor, other ranking supervisor or guest service agent. A "supervisor" (for purposes of the policies and procedures described in this Guide) is any salaried-exempt hotel employee, including sales staff. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

1000. Introduction and General, 1000 Introduction to This Guide G. Revisions to This Guide The president of Marin Management must approve any changes, additions or deletions to the content of this Guide. Your hotel general manager must approve any changes to your Hotel-specific Guest Services Information Guide. If you have suggestions for changes to this guide, contact the general manager or the president of Marin Management, Inc. H. Policy Numbering System The policies contained in this manual are numbered 1000 through 1999. We use numbers before and after that series for other guides and manuals. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

1000. Introduction and General, 1000 Introduction to This Guide I. Ownership of This Guide is the property of Marin Management, Inc. The format and much of the information contained in this manual is the property of Marin Management, Inc. This Guide may not be copied or distributed outside of Marin Management’s hotels without the written approval of the president of Marin Management, Inc. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

1000. Introduction and General, 1000 Introduction to This Guide J. Disclaimer Marin Management, Inc. developed this Guide with the help of many hotel professionals. Capable and well-trained employees should implement the policies and procedures in this Guide with good judgment. This manual only provides general guidelines to be used in the guest services department. Sometimes circumstances may necessitate variance from these standards. Marin Management, Inc. , its officers, employees, agents and affiliates make no implied or expressed warranty regarding the use of this manual. End GUEST SERVICES GUIDE © Marin Management, Inc.

1000. Introduction and General, 1000 Introduction to This Guide YOU HAVE REACHED THE END OF THIS SECTION. v To return to a previous page: Press the Page Up key or v To leave this section: Press the space bar End GUEST SERVICES GUIDE © Marin Management, Inc.