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ON-THE-JOB TRAINING CURRICULUM JOB TITLE DEPARTMENT Guest Relation Officer Front Office TRAINING MODULE TOTAL TASKS Greetings 3 SN MAIN TASKS 1 Greet Guest Over The Phone 2 Welcome Guest At Hotel Entrance 3 Receive Guest At Hospitality Desk PREPARED BY VERIFIED BY APPROVED BY ** ** ** DESIGNATION DESIGNATION DESIGNATION ** ** ** Signature Signature SIGNATURE: ** ** ** Date: ** DATE: ** PROPERTY L’Hermitage TOTAL OJT HOURS 2.0 OJT HOURS 0.5 0.5 1.0

MODULE Greetings SN 1 1.1 1.2 1.3 1.4 1.5 MAIN TASK/ TASK ELEMENTS Greet guest over the phone Note time of day Identify call Rehearse response mentally before taking call Pick up receiver Greet caller JOB TITLE Guest Relation Officer DEPARTMENT Front Office TASK STANDARDS/ KEY POINTS Call must be answered, with a smile and with an enthusiastic tone, within 3 rings using TAG’s standard greeting  0000 –1159 hours: morning  1200 – 1759 hours: afternoon  1800 – 2359 hours: evening  For phones with call indicators, an external call is indicated by X and an internal call is indicated by Y  “Good morning/afternoon/evening, (Property name), how may I assist you?” for external calls  “Good morning/afternoon/ evening, Hospitality Desk (Department Name), this is (Name). How may I assist you?” for internal calls  Mouth should be free of food or drink  Left hand is used to pick up receiver for right- hander to allow other hand to take notes; likewise, the right hand is used for left-handers  Earpiece of telephone should be touching ear and mouthpiece 2 to 5 cm away from mouth  “Good morning/afternoon/evening, (Property name), how may I assist you?” is politely used for external calls  “Good morning/afternoon/ evening, Hospitality Desk (Department Name), this is (Name). How may I assist you?, is politely used for internal calls PROPERTY L’Hermitage SKILLS & KNOWLEDGE / TRAINING GUIDELINES TASK NUMBER 1 of 3 OJT HOURS 0.5 PRE-REQUISITE  Good communication skills  Good Service Skills SKILLS  Greeting internal telephone callers  Greeting external telephone callers  Operating FOX system KNOWLEDGE  Operating HIS system  Property’s product (apartments, rates, facilities and services)  Start and end of shift procedures TRAINING GUIDELINES  Demonstrate 1.1 to 1.5 X1 at normal speed and X1 at slower pace with explanations  Use internal, external and different times of day in simulation  Use real calls for the practices and test if possible, otherwise, use simulated calls  Ask for and answer any questions from trainees, if any  Ask questions to check comprehension of steps  Get trainee to practise greeting X2  Give feedback & correct mistakes, if any  Test trainee X1

MODULE Greetings SN 2. 2.1 2.2 2.3 2.4 2.5 2.6 MAIN TASK/ TASK ELEMENTS Welcome resident at apartment entrance Open vehicle door Establish eye contact Smile Greet resident Help unload luggage Confirm luggage type and number JOB TITLE Guest Relation Officer DEPARTMENT Front Office TASK STANDARDS/ KEY POINTS Resident should be warmly welcomed using TAG’s standard greeting  Time of day to be noted before opening vehicle door: 0000 – 1159 hours: morning 1200 – 1759 hours: afternoon 1800 – 2359 hours: evening  “Good morning/afternoon/ evening Sir/Mdm/Resident’s Name (if known), Welcome to (Property name)” is politely used  If resident is established as a repeat resident, “Welcome back to (Property name)” is used  “Please mind your head” is used to caution resident from bumping head against the vehicle when getting out.  Check for damages. If any damage, highlight to resident  “Is there anything fragile?” is used  Information on resident’s fragile items should be passed on to all concerned  “Sir/Mdm/resident’s Name, you’ve XX pieces of luggage” is used to confirm quantity of resident’s luggage

PROPERTY L’Hermitage SKILLS & KNOWLEDGE / TRAINING GUIDELINES TASK NUMBER 2 of 3 OJT HOURS 0.5 PRE-REQUISITE  Good communication skills  Completed TAGO and WOW! Service Skills SKILLS  Welcoming guest  Escorting guest to the front desk  Loading luggage on to trolley KNOWLEDGE  Safety in carrying heavy items  Property’s product  VIP arrivals for the day and special events of the day  Start and end of shift procedures TRAINING GUIDELINES  Demonstrate 2.1 to 2.10 X1 at normal speed and X1 at slower pace with explanations  Use real situations for the practices and test if possible, otherwise, use simulated ones  Ask for and answer any questions from trainees, if any  Ask questions to check comprehension of steps  Get trainee to practise greeting X2  Give feedback & correct mistakes, if any  Test trainee X1

MODULE Greetings SN 2.7 2.8 2.9 2.10 MAIN TASK/ TASK ELEMENTS Offer to help with hand luggage Close boot and vehicle door Open entrance door Escort guest to the reception counter.    JOB TITLE Guest Relation Officer DEPARTMENT Front Office TASK STANDARDS/ KEY POINTS “Sir/Mdm/Resident Name, may I assist you with your bags?” is used Double-check that no luggage or item is left behind Effort should be made to reach door before resident. GSO should stand at the side where door can be pulled/pushed open without obstructing guest “This way to register, Sir/Mdm/Resident’s Name” is used with open palm gesture to indicate the direction of reception desk. GSO should be walking either alongside or slightly behind guests PROPERTY L’Hermitage SKILLS & KNOWLEDGE / TRAINING GUIDELINES TASK NUMBER 2 of 3 OJT HOURS  

MODULE Greetings SN 3 3.1 3.2 3.3 3.4 3.5 3.6

MAIN TASK/ TASK ELEMENTS Receive resident at reception desk Serve one approaching resident Stand up Note time of day Establish eye contact Smile Greet resident Offer assistance JOB TITLE Guest Service Officer DEPARTMENT Guest Service TASK STANDARDS/ KEY POINTS Resident should be warmly welcome using TAG’s standard greeting.  All paper work should be stopped  Feet should be together  Hands should be placed at the side, at the back or clasped together in front  Body should be slightly bowed  0000 –1159 hours: morning  1200 – 1759 hours: afternoon  1800 – 2359 hours: evening  “Good morning/afternoon/ evening, Sir/ Mdm/Resident Name (if known)” is used politely to approaching resident  “Welcome to (Property name)”  “Welcome back to (Property name)” is used if it can be identified that a repeat resident is checking in  “How may I help you, Sir/Mdm/Resident Name (if known)?” is used  “Do you have a reservation, Sir/Mdm/Resident Name (if known)?” is used politely if identified as checking in  “So glad to have you back with us again, Mr/Mrs/Ms Resident Name” is used if it is a repeat guest with a reservation PROPERTY Somerset SKILLS & KNOWLEDGE / TRAINING GUIDELINES TASK NUMBER 3 of 3 OJT HOURS 1 PRE-REQUISITE  Good communication skills  Completed TAGO and WOW! Service Skills SKILLS  Receiving guest  Serving more than one guest  Operating HIS system KNOWLEDGE  Property’s product  VIP arrivals for the day and special events for the day  HIS system  Start and end of shift procedures  Property’s product (apartments, rates, facilities and services) TRAINING GUIDELINES  Demonstrate 3.1 to 3.15 X1 at normal speed and X1 at slower pace with explanations  Ask for and answer any questions from trainees, if any  Ask questions to check comprehension of steps  Get trainee to practise greeting X2  Give feedback & correct mistakes, if any  Test trainee X1

MODULE Greetings SN 3.7 3.8 3.9 3.10 3.11 3.12 3.13 MAIN TASK/ TASK ELEMENTS Serve more than one resident at same time Excuse self Establish eye contact Smile Greet approaching resident Offer seat to approaching resident Return to first resident Apologize Continue serving resident          JOB TITLE Guest Service Officer DEPARTMENT Guest Service TASK STANDARDS/ KEY POINTS PROPERTY Somerset SKILLS & KNOWLEDGE / TRAINING GUIDELINES TASK NUMBER 3 of 3 OJT HOURS “Sir/Mdm/Resident Name, please excuse me for a moment” is used with first guest With approaching resident At approaching resident “Welcome to (Property name)” is used politely to approaching resident “Welcome back to (Property name)” is used if repeat resident If estimate will be long with him/ her, “Please take a seat Sir/Mdm/Resident Name, I’ll be with you shortly” is used Open palm gesture is used to show where guest can be seated “I’m sorry Sir/Mdm/Resident Name” to have kept you waiting.” Transaction is completed before moving on to serve the second resident

MODULE Greetings SN 3.14 3.15 MAIN TASK/ TASK ELEMENTS Approach second resident Apologise Offer assistance       JOB TITLE Guest Service Officer DEPARTMENT Guest Service TASK STANDARDS/ KEY POINTS Resident should be approached personally and assisted If possible, resident is assisted where he/ she is seated “I’m sorry to have kept you waiting, Sir/ Mdm/Resident Name (if known).” “How may I help you, Sir/Mdm/Resident Name?” “Do you have a reservation, Sir/Mdm/resident name?” is used politely if identified as checking in “So glad to have you back with us again, Mr/Mrs/Ms Resident Name” is used if it is a repeat resident with a reservation PROPERTY Somerset SKILLS & KNOWLEDGE / TRAINING GUIDELINES TASK NUMBER 3 of 3 OJT HOURS

ON-THE-JOB-TRAINING LOG BOOK Trainee’s Name: Module: Greetings SN 1 2 3 4 5 6 7 Main Tasks Greet Guest Over The Phone Welcome Guest At Apartment Entrance Receive Guest At Reception Desk Job Title: Department: Supervisor’s Name: Training Date Training Time From To Overall Property: Supervisor’s Job Title: Signature Trainee Total Performance Rating Hours Trainer Endorsed by: (Name of Supervisor)Reviewed by: Received by HR/Trg (Name of Head of Department) Signature: Signature:

Date: Date: Submit completed forms to HR/Training *Performance Rating / Overall Rating is either a “Pass” or “Fail”.