Untitled Quiz

Belize Collection Overview

• The Belize Collection is a group of resorts, restaurants, and luxury residences in Central America.
• It offers beachfront and rainforest getaways.
• The Collection features hand-picked destinations offering exceptional comfort and hospitality.
• The Belize Collection is home to some of the most desirable locations in Belize.

Resorts

Jaguar Reef

• Located in Belize
• Features The Lodge at Jaguar Reef

Sleeping Giant

• Rainforest lodge
• Located in Belize
• Part of The Belize Collection

The Colonial Inn

• Part of The Belize Collection
• Located in Belize

The Resort at Almond Beach

• Part of The Belize Collection
• Located in Belize

Umaya

• Part of The Belize Collection
• Located in Belize

The Banks

• Riverfront resort
• Part of The Belize Collection
• Located in Belize

Restaurants

The Paddle House

• Restaurant, bar, and lounge

Don Tonito's

• Wood-fired pizza restaurant

Big Dock

• Ceviche bar

Grove House

• Field to table eatery
• Established in 1989

Laguna

• Restaurant

Real Estate

• Sand & Stone Real Estate, part of The Belize Collection
• Properties include: Jaguar Reef Village, Savannah Homes, Umaya Residence, Sleeping Giant Rainforest Estates & The Banks.

What Makes The Belize Collection Special?

• Belizean-owned and operated
• One of the fastest-growing hospitality groups in Belize
• One of the largest hospitality groups in Belize

Owners of The Belize Collection

• Mr. David Hayles and Mr. Ian Lizarraga
• Grant Family
• Various individual investors (for specific units)

Directors of The Belize Collection

• Chef Rahim Melendez (Corporate Chef)
• Mrs. Delmi Aguiar (Director of Finance)
• Ms. Julie Kee (Director of Sales and Marketing)
• Ms. Accalia Boscardi (Director of Operations and Human Resources)
• Mr. Ralph Bardalez (Special Assistant to the Managing Partner)

Organizational Chart (2024)

• Details departmental structure, reporting lines, and key personnel.
• Includes Resort Operations (Lodges at Jaguar Reef, Umaya, Sleeping Giant, etc.) and key departments like Finance, Sales, and Marketing.

General Managers

• Mr. Andre Johnston (The Lodge at Jaguar Reef)
• Mr. Tony Pot (The Rainforest Lodge at Sleeping Giant)
• Mr. Steven Cal (Acting General Manager of Umaya Resort and Adventures)

The Banks

• Riverfront resort
• Located by the Maya Mountains and the Sibun River
• Features 10,000 acres of wild paradise
• Offers nature and privacy
• Opening December 2024
• 14 units total (8 one-bedroom jungle villas, 1 one-bedroom river front villa, 3 two-bedroom river front villas, and 2 three-bedroom river front villas)

One-Bedroom Jungle Villa

• Amenities: Air Conditioner, full kitchen, coffee maker, Wifi, smart TV, Bluetooth speakers, hair dryer, etc.
• Has a private pool

Two-Bedroom River Front Villa

• Amenities: Air Conditioner, full kitchen, coffee maker, Wifi, smart TV, Bluetooth speaker, hair dryer, etc.
• Has a private pool and a roof-top terrace

Three-Bedroom River Front Villa

• Amenities: Air Conditioner, full kitchen, coffee maker, Wifi, smart TV, Bluetooth speakers, hair dryer, etc.
• Has a private plunge pool

Front Desk & Lobby at The Banks

• Open between 7 am and 9 pm
• Check-in: 3:00 pm / Check-out: 11:00 am
• WhatsApp communication

Humo - The Banks

• Restaurant
• Serving breakfast (7 am-12 pm), lunch (12 pm-3 pm), and dinner (5:30 pm-8:30 pm)
• Daily Humo bar service from 12 pm-9 pm.
• Fire Hearth cooking
• Pool Bar Cart (10 am-6 pm) and Coffee Bar (7 am-2 pm)

Packages

• Various packages available
• Include different lengths of stays and amenities like breakfasts, lunches, dinners, local drinks, bikes, kayaks, and tours.

Tours

• Rhythm Reef Caye Day Trip
• Maya Cooking Experience
• Waterfall Cave Expedition
• Horse and Buggy Expedition
• Sleeping Giant Waterfall Expedition
• Black Hole Drop Tour
• Sleeping Giant Horseback Riding
• Ceremonial Cave at Sleeping Giant

Our Sister Properties

• Information is provided about other properties.

The Lodge at Jaguar Reef

• 28 beachfront units
• Restaurants: The Paddle House, Dock Bar, and Don Tonito's Pizzeria
• Takes approximately one hour to drive from The Banks to Hopkins
• Tours available (b/l/e/t/e, barrier reef sport fishing, and lagoon preserve nighttime Exploration)

Rooms at The Colonial Inn

• Colonial Beachfront Rooms (4 units)
• Colonial Penthouse Room (2 units)
• One-Bedroom Beachfront Suites (4 units)

Vacation Homes: The Spotted Drum

• 2 king beds, 1 set of bunk beds, and 1 sofa bed.
• 2 full bathrooms
• Max occupancy: 8 persons
• Located at Savannah Homes

Vacation Homes: Muna Numa

• 2 king-size beds
• 2 full bathrooms
• Max occupancy: 4 persons
• Located at Savannah Homes

Rainforest Lodge at Sleeping Giant

• Has 31 units
• Includes restaurants (The Grove House & Don Tonito's Pizzeria)
• "Rainforest Tented Camp"
• On the same compound as The Banks
• Onsite tours (horseback riding, the Sleeping Giant Ceremonial Cave, and Mayan cooking classes)

Front Desk

• 6:30 am to 9 pm
• Check in: 3 pm / Check out: 11 am

Dining & Bars

• Don Tonito's Pizzeria: Open Tuesday-Sunday (12 pm-8 pm) with a weekly special on Wednesday
• The Grove House (breakfast 7 am-10 am, lunch 12 pm-3 pm, dinner seating 6 pm, 7 pm, 8 pm daily)
• Room service available from 7 am-9 pm

Rainforest Tented Camp

• Amenities: Private Plunge Pool, Tent Steward, In-Tent Dining, Binoculars, Yoga Mats, Mini Bar, and Walking Sticks

Umaya Resort and Adventures

• 60 two-bedroom units
• Restaurants: Laguna and Don Tonito's Pizzeria
• Located on both the beach and lagoon sides of the Placencia Peninsula
• Approximately 1 hour 30 minutes drive from The Banks

Umaya Beach Club

• 6 units (combination of two-bedroom and three-bedroom units)
• Located next to Umaya Resort and Adventures

Personal Appearance and Grooming

• Skills, experience, and qualifications important, but personal appearance and grooming are also crucial.
• Professional image created through grooming and posture

Uniform

• Staff must wear the correct designated uniforms at all times.
• Uniforms must be ironed and wrinkle-free.
• Failure to do so may result in a red card.

Shoes & Belt

• Comfortable shoes for long hours.
• Maximum 2-inch high heels allowed in operational areas
• No open-toe shoes or slippers allowed
• Socks must be black or white
• Belts must be black or brown, simple and elegant (no big buckles, studs, or patterns)

Hairstyle

• Neat and trendy hairstyles, well-maintained facial hair.
• Long hair must be neatly tied back.
• No unnatural colored braids, extensions, weaves, wigs, or other accessories allowed.

Nails

• Nails should be clean and well-groomed.
• Avoid long or pointed nails
• Neutral or muted colors if polish is worn; overly bright or flashy designs should be avoided.
• Artificial nails are discouraged.

Makeup

• Makeup should enhance personal features
• Lightweight foundation or tinted moisturizer
• Neutral eyeshadow and blush shades
• Subtle lip color
• Avoid applying makeup where food is prepared

Jewelry

• Small, secure earrings and necklaces.
• Avoid long necklaces and bracelets.
• Rings should be avoided; watches are appropriate.

Hygiene

• Shower or bathe daily before work
• Proper hygiene practices, including hand washing and using disposable gloves when handling food items.
• Avoid touching your face or other body parts while handling food.

Company Behavior and Ethics

• Team work is critical, and collaboration is vital for success.
• Personal integrity, treating others well, and taking responsibility for your work are all important.

Golden Rules

• Extend a warm welcome (eye contact, smile)
• Notice confusion and offer help to guests
• Keep guests informed and maintain communication
• Anticipate guest needs
• Respond quickly
• Maintain confidentiality

Other Expectations

• Eye contact, posture, clean appearance, tidy habits
• No offensive habits
• Maintain confidentiality (complaints in public areas, VIP interactions)
• No smoking, unlawful conduct, running or disruptive language/behavior
• No drinking during off duty

Policy Regarding Interpersonal Relationships and Fraternization

• Employees must inform HR of any romantic relationships with colleagues.
• Unacceptable behavior: public displays of affection, arguments and excessive personal communication during work hours, boasting about the relationship.
• Dating managers is prohibited
• Disclose relationships across different teams or departments; otherwise, it may lead to disciplinary action including termination.
• Reporting any issues involving guest-related fraternization to HR

Relationship with Guests

• Romantic or intimate relationships with guests are prohibited.
• Interactions with guests should be courteous, respectful, and professional.
• Avoid any flirtatious or suggestive behaviour.
• Ensure guest interactions are within the scope of job responsibilities.

Hotel Structure

• General Manager, Front Office, Housekeeping, Food and Beverage, Maintenance, and Security

Front Desk Responsibilities

• Guest reception
• Communication (internal and external)
• Guest requests (amenities, transportation)
• Administrative tasks (records, reports)

Concierge Responsibilities

• Reservations, arrangements, surprises.
• Tours, local attractions.
• Restaurants, bars, cafes, etc.

Last Module

• Empower staff with skills for managing guest concerns/issues; ensuring a positive guest experience.
• Listen carefully, apologize and state empathy for guest concerns.
• Proactively taking steps to resolve the guest issue or concern
• Express gratitude and patience to the guest

Verbal Do's and Don'ts

• Use "My Pleasure" instead of "You're Welcome."
• Remember guest names.
• Always ask if guest expectations haven't been met and take on the initiative to make the issue right.
• Never say "I don't know"

Company Benefits

• Resort Fee Bonus, Employee Cash Advance Policy
• Employee lodging rate (ELR), Friends & Family Rate (FFR), and discounts on food and beverage.

Paid Time Off

• Eligibility criteria for PTO (full-time, completing one year of service).
• PTO allowance (varies based on years of service, 5 or 7 days annually)
• Usage of PTO (personal, education, emergencies, etc.)
• Requesting and Approval
• Carryover and Expiration, PTO Rate, and Abuse/Regulations

Front Desk Agent- Roles and Responsibilities

• Guest services (providing exceptional service).
• Reservation management (handling bookings and cancellations efficiently).
• Communicating with guests and staff effectively.
• Problem-solving (addressing guest concerns promptly).

Guest Check-in and Check-out

• Check-in: process for registering guest upon arrival
• Check-out: settling guest bills and departure process
• Additional services and facilities provided by the hotel.

Guest Check-In and Check-Out Activity

• Ask about stay and address guest issues.
• Greet the guest and verify the reservation.
• Ensure Credit Card is on file.
• Explain the hotel amenities and provide a room key.
• Process the payment and issue a receipt.

Managing Reservations

• Making Reservations (front desk won't be responsible for this, the reservation team is)
• Updating reservation changes or cancellations
• Coordinating with housekeeping and other departments
• Ensuring room availability aligning with guest requests

Responding to Guest Inquiries

• Provide accurate information on resort amenities, services, and directions.
• Assist guests with local area information.
• Address special requests, and ensure guest satisfaction.

Guest Relations and Hospitality Excellence

• Creating First Impressions (warm, personalized greeting).

• Building Rapport (engaging with guests, remembering names and preferences).

• Handling VIPs and repeated guests (ensure they feel valued).

• Handling VIPs and repeated guests (preparation is key, welcome VIPs by name, create comfortable arrival experience, and anticipate VIP needs).

• Professionalism at all times (maintain high standards of professionalism).

• Stay attentive without being overbearing.

Anticipate Guest Needs

• Know your guest (using personalization to understand needs).
• Observe and listen actively
• Show empathy

Effective Communication Techniques

• Active Listening, Clarity, Empathy, Tone, Positive Language, Nonverbal Communication, Professionalism, Follow up

Handling Guest Complaints

• Stay calm (maintain a composed demeanor for de-escalation)
• Actively listen to show empathy
• Provide practical solutions
• Follow up

Time Management

• Prioritize tasks according to urgency and importance
• Effective techniques for planning ahead (using calendars, planners, apps)
• Communication is essential (clear, concise, and relevant communication)
• Delegate and collaborate (choose the right person for the task)
• Managing stress (regular breaks, relaxation, and support from colleagues).

Learn and Improve

• Learning from experience, receiving feedback, and avoiding repeating errors.
• Seeking feedback from guests, colleagues, and peers.
• Participating in training sessions and learning from mentors.