Hotel Information Pack PDF

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. Table of Contents 1 Hotel information..................................................

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. Table of Contents 1 Hotel information................................................................................................................................................. 3 1.1 Hotel Fact Sheet.............................................................................................................................................. 4 1.2 Guest Rooms................................................................................................................................................... 6 1.2.1 Deluxe Room............................................................................................................................................ 7 1.2.2 Luxury King Room..................................................................................................................................... 7 1.2.3 Luxury Queen Room................................................................................................................................. 8 1.2.4 Executive Suite......................................................................................................................................... 8 1.2.5 Avenue Suite............................................................................................................................................. 9 1.2.6 Hazel Suite................................................................................................................................................ 9 1.2.7 Bellair Suite............................................................................................................................................. 10 1.3 Reservations................................................................................................................................................. 10 1.3.1 Rates...................................................................................................................................................... 10 1.3.2 Overbooking........................................................................................................................................... 11 1.3.3 Upsells.................................................................................................................................................... 11 1.3.4 Corporate rates...................................................................................................................................... 12 1.4 Hotel services................................................................................................................................................ 13 1.4.1 In-room services..................................................................................................................................... 13 1.4.2 Location & Parking.................................................................................................................................. 13 1.4.3 Reception............................................................................................................................................... 13 1.4.4 Kids......................................................................................................................................................... 14 1.4.5 Pets........................................................................................................................................................ 14 1.4.6 Safety & security..................................................................................................................................... 14 1.5 Food & beverage: ONE Restaurant & Bar...................................................................................................... 14 1.6 Wellness: Spa by Valmont............................................................................................................................. 15 1.6.1 Spa......................................................................................................................................................... 15 1.6.2 Pool........................................................................................................................................................ 15 1.6.3 Fitness center......................................................................................................................................... 16 1.7 Meetings & Events........................................................................................................................................ 16 1.7.1 Function rooms....................................................................................................................................... 16 1.7.2 Wedding................................................................................................................................................. 17 2 Hotel Standards Operating Procedures (SOP)..................................................................................................... 18 2.1 Reservation................................................................................................................................................... 18 2.2 Reception...................................................................................................................................................... 18 Rack rates are prices for walk-in guests and the Best available rates (BAR) are for reservations...................... 18 2.2.1 Arrival..................................................................................................................................................... 18 2.2.2 Departure............................................................................................................................................... 20 Version: 2.5 WSC2022_56_hotel_information_pack 1 of 28Date: 14.09.2022  2.2.3 Guest services......................................................................................................................................... 21 2.2.4 Digital services........................................................................................................................................ 21 2.2.5 Guest service request............................................................................................................................. 22 2.2.6 Guest satisfaction................................................................................................................................... 23 2.3 Housekeeping............................................................................................................................................... 23 2.3.1 Housekeeping daily service..................................................................................................................... 23 2.3.2 Housekeeping evening service................................................................................................................ 24 2.4 Safety and security policy.............................................................................................................................. 25 2.4.1 Fire......................................................................................................................................................... 25 2.4.2 Armed Robbery....................................................................................................................................... 25 2.4.3 Assault.................................................................................................................................................... 26 2.4.4 Bomb Threats......................................................................................................................................... 26 2.4.5 Theft....................................................................................................................................................... 26 2.4.6 Accidents................................................................................................................................................ 26 2.4.7 Food poisoning, bed bugs and other types of allegations........................................................................ 26 3 Background information..................................................................................................................................... 27 4 Hotel PMS System.............................................................................................................................................. 27 5 Grooming policy and hotel uniform.................................................................................................................... 27 5.1 Men.............................................................................................................................................................. 27 5.2 Women......................................................................................................................................................... 27 6 Annexes.............................................................................................................................................................. 28 Version: 2.5 WSC2022_56_hotel_information_pack 2 of 28Date: 14.09.2022 1 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. Version: 2.5 WSC2022_56_hotel_information_pack 3 of 28Date: 14.09.2022 1.1 Hotel Fact Sheet Table heading Table heading The Hazel Hotel Key Facts Address Web 118 Yorkville Avenue thehazelhotel.com Toronto, ON M5R 1C2 Email Phone [email protected] +1 416 963 6300 Overview Description Check in Time Chic-style accommodation with art collections-3.7 3:00 PM km from the CN Tower, and 0.5 km from the Royal Check out Time Ontario Museum. 12:00 PM Year Built Number of Floors 2007 4 Total Number of Rooms 77 Bedrooms KPI - 25 Deluxe Average yearly occupancy: 83% - 25 Luxury King Guest profiles: - 15 Luxury Queen (double double) Suites US: 60% - 9 executive suites Europe: 30 % - 3 signature suites o Bellair Suite (2nd Asia: 10 % floor) o Avenue Suite (3rd floor) o Segmentation Hazel Suite (4th floor) Business: 60% Leisure: 40% Employees : 91 Revenue : $16.5 M Version: 2.5 WSC2022_56_hotel_information_pack 4 of 28Date: 14.09.2022 Food & beverage : ONE Restaurant & Bar Hours of Operation: 6:30am – 11:30am Description 11:30am – 10:00pm - Breakfast: With a variety of beautiful dining spaces to choose 10:00pm – 6:30am from, ONE is the place to experience classic French - All day: and Italian flavours, paired with fresh and local - Late night: Ontario produce. ONE offers 24-hour in-room dining and private catering. Menu Ref. annex 1 Wellness : Spa by Valmont Description Services The Spa by Valmont utilizes the Swiss product - Massages line’s luxe products for its facial treatments. In - Nail Treatments addition, the facility offers a variety of massage - Facial Treatments and body treatments design to pamper and - Body Treatments soothe. Reservations recommended - Waxing Facilities - Spa Packages (manicure & - fitness facilities pedicure) Spa Hours: - steam room Monday to Sunday : 10 AM to 6 PM - indoor saltwater pool Menu Ref. annex 2 Meetings Version: 2.5 WSC2022_56_hotel_information_pack 5 of 28Date: 14.09.2022  The Hazel Hotel is equipped to host business events. Total number of meeting There are mini-business centers on each floor of the rooms 4 hotel. Total event space The property features 1,556 sq ft - a 25-seat Silver Screening Room with a large Total meeting room capacity screen and leather theater seats. 4 meeting rooms holding 118 people - an Executive Boardroom, Meeting Facilities - the Yorkville Room for business meetings. - the Neil Young Room for business meetings. - Business Center - Gourmet catering - Copier - Suites can be rented for private events - Fax - Meeting Facilities - Meeting Room Internet Access (Wireless) 1.2 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. Size RACK RATE BAR RATE Number of Max number of rooms occupants Deluxe 25 2 989 CA$ 549 CA$ King Bed | 464 - 568 sq.ft. Luxury King 25 3 1 064 CA$ 591 CA$ King Bed | 536 - 707 sq. ft. Luxury Queen 15 Two Queen 4 1 139 CA$ 633 CA$ Beds | 623 - 684 sq. ft. Version: 2.5 WSC2022_56_hotel_information_pack 6 of 28Date: 14.09.2022  Executive 9 3 1 289 CA$ 716 CA$ Suite King Bed | 764 - 857 sq. ft. Avenue Suite 1 3 3 264 CA$ 1 813 CA$ King Bed | 1236 sq. ft. Hazel Suite 1 3 3 264 CA$ 1 813 CA$ King Bed | 1236 sq. ft. Bellair Suite 1 3 6 099 CA$ 3 388 CA$ King Bed | 1860 sq. ft. All rates are excluding taxes Rooms 1.2.1 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. 1.2.2 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 Version: 2.5 WSC2022_56_hotel_information_pack 7 of 28Date: 14.09.2022  - 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 | 536 - 707 sq. ft. 1.2.3 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 - 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 Two Queen Beds | 623 - 684 sq. ft. Suites 1.2.4 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 - 47″ LG HD 4K televisions in bedroom and entertainment area - Juliet balcony - Nespresso machine - 80 sq. ft. zebrawood dressing room - Galaxy green granite ensuite bathroom with heated floors and double vanities - Deep soaking tub and separate rainfall shower - LCD television integrated into bathroom mirror - L’Occitane amenities King Bed | 764 - 857 sq. ft. Version: 2.5 WSC2022_56_hotel_information_pack 8 of 28Date: 14.09.2022 1.2.5 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 - 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 | 1236 sq. ft. 1.2.6 Hazel Suite The Hazel Suite features unparalleled accommodation, ideal for special occasions or first-class entertaining. Located on the 4th 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 - 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 | 1236 sq. ft. Version: 2.5 WSC2022_56_hotel_information_pack 9 of 28Date: 14.09.2022 1.2.7 Bellair Suite Our largest one bedroom suite located on the 2th 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 - 80 sq. ft. zebrawood dressing room - Galaxy green granite ensuite bathroom with heated floors and double vanities - Deep soaking tub and separate rainfall shower - LCD television integrated into bathroom mirror - L’Occitane amenities King Bed | 1860 sq. ft. 1.3 Reservations 1.3.1 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 100 % STAY Best Available Rate (BAR) - Includes accommodation in one of our spacious guestrooms - GUARANTEE CREDIT CARD 1st 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$ Version: 2.5 WSC2022_56_hotel_information_pack 10 of 28Date: 14.09.2022  - Breakfast Inclusive Package - GUARANTEE CREDIT CARD 1st NIGHT - The Hazel Bed and Breakfast Package includes accommodation, breakfast for 2 each morning ($32 credit per adult), and parking for one vehicle. - Free cancellation up to 12:00 PM 1 day before arrival - Cancel 24 hours prior to arrival to avoid a penalty of 1 nights room Spa Package (SPABB) = BAR + 120 CA$ - Spa Inclusive Package - GUARANTEE CREDIT CARD 1st NIGHT - Spa Package includes a complimentary Late Check-Out until 2PM, $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 - Free cancellation up to 12:00 PM 1 day before arrival - Cancel 24 hours prior to arrival to avoid a penalty of 1 night room Corporate Rate (CORPBB) = 10% off BAR rate - includes accommodation, breakfast for 1 each morning ($32 credit per adult), and parking for one vehicle. - GUARANTEE BY COMPANY 1st NIGHT - Free cancellation up to 12:00 PM 1 day before arrival - 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 ($32 credit per adult), and parking for one vehicle. - GUARANTEE BY COMPANY 1st NIGHT - Free cancellation up to 12:00 PM 1 day before arrival - Cancel 24 hours prior to arrival to avoid a penalty of 1 night room 1.3.2 Overbooking The hotel doesn’t usually practice overbooking. 1.3.3 Upsells Early check-in: o From 8am: price for the night before o From 12pmm: 300 CA$ Late check-out: o Complimentary until 1pm o After 1pm, 100 CA$ per hour o After 6pm, full price for one extra night Version: 2.5 WSC2022_56_hotel_information_pack 11 of 28Date: 14.09.2022  Upsell to higher room category o Use the BAR rate as reference to calculate the difference o Receptionists are allowed to go plus or minus 10% during the negotiations 1.3.4 Corporate rates The companies with a corporate contract are listed below. Company Room types Address Bank of Montreal Deluxe 119, rue Saint-Jacques, King Montreal, Queen Quebec, H2Y 1L6 [email protected] Pinewood Studios All except suites 225 Commissioners St, Toronto, ON M4M 0A1 [email protected] Fairfax Financial Deluxe 95 Wellington St W Suite 800, King Toronto, ON M5J 2N7 Queen [email protected] Maple Leaf Sports & Deluxe Scotiabank Arena Entertainement 50 Bay Street, Suite 500 Toronto ON, M5J 2L2 [email protected] Canada Goose Inc. All except suites 250 Bowie Avenue, Toronto, ON M6E 2R9 [email protected] Version: 2.5 WSC2022_56_hotel_information_pack 12 of 28Date: 14.09.2022 1.4 Hotel services 1.4.1 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 - 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 - Shoeshine service (complimentary) 1.4.2 Location & Parking - 24-hour Valet parking is $59 CAD per day - Accessible parking - Electric vehicle charging station - No airport shuttle - Car service upon request Toronto city taxi (Beck Taxi : 1-416-751-5555) Chauffeured car with our partner Welcompickups 1.4.3 Reception - Open 24h a day - No concierge - Priority reservations at ONE Restaurant - Invoice provided on request - Baggage storage - Currency exchange Version: 2.5 WSC2022_56_hotel_information_pack 13 of 28Date: 14.09.2022 1.4.4 Kids Childcare services can be arranged by the reception for an additional fee. Crib and extra bed policies - 0 - 2 years Crib by request Free - 2+ years Extra bed by request (not available in Deluxe and Queen} rooms) 60 CA$ per stay Childcare / babysitting services fees: 30 CA$ per hour. 1.4.5 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 (20 CA$ per hour) 1.4.6 Safety & security - Fire extinguishers - CCTV outside property - CCTV in common areas - Smoke alarms - Security alarm - 24-hour security 1.5 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 Version: 2.5 WSC2022_56_hotel_information_pack 14 of 28Date: 14.09.2022  Hours of Operation Price Breakfast Continental – 26 CA$ SERVED FROM Full Breakfast – 32 Weekdays 6:30AM - 11:30AM CA$ Weekends 6:30AM-3:30PM All day 11:30am – 10:00pm À la carte - See menu Late night 10:00pm – 6:30am À la carte - See menu Child friendly menu (2 – 12 years old): any of the items on the menu are available upon request in smaller portions for half the price. For In Room Dining: Applicable taxes and a 17% gratuity will automatically be charged in addition to a delivery charge of $5.00 1.6 Wellness: Spa by Valmont 1.6.1 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 7 PM 1.6.2 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 Version: 2.5 WSC2022_56_hotel_information_pack 15 of 28Date: 14.09.2022 1.6.3 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 1.7 Meetings & Events 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. All the function rooms are located on the ground floor. 1.7.1 Function rooms Max Rooms Size Description pax The Yorkville 889 sq ft 90 pax 889 sq. ft. of event space Room 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 264 sq ft 16 pax The Neil Young Private dining and meeting space for 16 people Room 264 sq. ft. of space with 145 sq. ft. vestibule Special catering services by ‘ONE’ at The Hazel Hotel 403 sq 10 pax Executive 403 sq. ft. of event space with natural light ft Boardroom Permanent boardroom table with seating for 10 persons White board and desktop computer workstation and printer 220 sq. ft. private foyer Special catering services by ‘ONE’ at The Hazel Hotel 715 sq 25 pax Designed by master designer Christopher Hansen of Beverly ft The Silver Hills’ Version: 2.5 WSC2022_56_hotel_information_pack 16 of 28Date: 14.09.2022  Screening Simply Home Entertainment Room 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 Special catering services by ‘ONE’ at The Hazel Hotel THE SILVER FOYER 715 sq. ft. of pre-function space Features the Hall of Mirrors Special catering services by ‘ONE’ at The Hazel Hotel 1.7.2 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 Version: 2.5 WSC2022_56_hotel_information_pack 17 of 28Date: 14.09.2022 2 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. 2.1 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 2.2 Reception Rack rates are prices for walk-in guests and the Best available rates (BAR) are for reservations. 2.2.1 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 Version: 2.5 WSC2022_56_hotel_information_pack 18 of 28Date: 14.09.2022 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 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. If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous 17. Luggage assistance is immediately offered by the staff 18. The guest is escorted or directed to the appropriate registration area 19. Time from arriving at reception area until registration is complete does not exceed five minutes 20. Guests are required to show a photo ID and credit card at check-in 21. Special requests or bookings made prior to arrival are confirmed during registration or upon entering guest room 22. All details of the reservation are accurate; departure date is confirmed during registration 23. The guest is escorted or directed to their room 24. 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 25. Luggage is stored conveniently 26. Luggage arrives within 10 minutes of registration completion 27. Orientation to the hotel is discreet and helpful, consisting of only relevant and important facts that do not overwhelm the guest 28. 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 29. 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 30. Did the arrival process, staff or level of thoughtfulness stand out in any way? 31. The service is handled without excessive delays or interruptions Version: 2.5 WSC2022_56_hotel_information_pack 19 of 28Date: 14.09.2022 2.2.2 Departure 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 politely acknowledges the guest when appropriate and reasonably possible 5. Staff is highly articulate and avoids slang and excessive use of phrase-fragments 6. Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction 7. Staff readily smiles and maintains an engaging expression 8. Staff makes eye contact and keeps focus on the guest 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 14. All staff encountered are wearing professional, clean and well-fitted uniforms 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 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 Version: 2.5 WSC2022_56_hotel_information_pack 20 of 28Date: 14.09.2022  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 2.2.3 Guest services 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 politely acknowledges the guest when appropriate and reasonably possible 5. Staff is highly articulate and avoids slang and excessive use of phrase-fragments 6. Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction 7. Staff readily smiles and maintains an engaging expression 8. Staff makes eye contact and keeps focus on the guest 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. Cross-departmental channels of communication among staff are consistent and complete 12. 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 13. The guest's name is used naturally as a signal of recognition 14. Staff closes interactions with a polite, appropriate remark 15. All staff encountered are wearing professional, clean and well-fitted uniforms 16. All staff encountered are extremely well-groomed while appropriately representing the property style 17. Staff maintains alert posture and behaves professionally in view of the guest 18. Follow-up service or call-backs are timely and accurate 19. When asked about restaurant recommendations, local activities and/or attractions, staff provides an appropriate choice of options as well as brief descriptions 20. Staff exhibits local expertise by providing thorough detail and first-hand knowledge 21. When appropriate, staff effectively provides directions and transportation options 22. All non-digital collateral is professionally presented 23. Staff does not decline any request without offering appropriate alternatives 24. The service is handled without excessive delays or interruptions 2.2.4 Digital services 1. The hotel's website is notable in design and consistent with the property and/or brand 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 Version: 2.5 WSC2022_56_hotel_information_pack 21 of 28Date: 14.09.2022  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 2.2.5 Guest service request 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 readily smiles and maintains an engaging expression 7. Staff makes eye contact and keeps focus on the guest 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 10. 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 11. The guest's name is used naturally as a signal of recognition 12. All interactions are closed politely and appropriately 13. All staff encountered are wearing professional, clean and well-fitted uniforms 14. All staff encountered are extremely well-groomed while appropriately representing the property style 15. Staff maintains alert posture and behaves professionally in view of the guest 16. Staff does not decline any request without offering appropriate alternatives Version: 2.5 WSC2022_56_hotel_information_pack 22 of 28Date: 14.09.2022  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 2.2.6 Guest satisfaction 1. Comments and complaints must be dealt with by a manager on duty. 2. All comments or complaints not matter the subject should be dealt with immediately. 3. Guest should receive an answer or an update within 10 minutes. 4. If a manager is not available within 10 minutes, reception staff have a discretionary budget of 100 CA$ to use on guests without prior consent. Anything above should be approved by management. 5. The answer or resolution provided by the staff meets the guest's needs and expectations. 6. The comment or complaint is resolved in full without excessive delays or interruptions. 2.3 Housekeeping 2.3.1 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 Version: 2.5 WSC2022_56_hotel_information_pack 23 of 28Date: 14.09.2022  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- today 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 2.3.2 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 Version: 2.5 WSC2022_56_hotel_information_pack 24 of 28Date: 14.09.2022  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 2.4 Safety and security policy In doubt, we trust hotel staff to use their best judgement. 2.4.1 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 2. Call management 3. 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 c. Room Rack including stayovers d. Arrivals e. Departures 4. Block the lifts 5. Calmy direct people out to the assembly point until the fire department arrives 2.4.2 Armed Robbery 1. Don’t resist – be accommodating! 2. Try to stay calm 3. Give him/her money Version: 2.5 WSC2022_56_hotel_information_pack 25 of 28Date: 14.09.2022  4. Call security or police after the robber has left the hotel 5. Call management & assist the security or police 2.4.3 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 2.4.4 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? 3. Pretend that you can’t hear. Ask again. 4. Ask a colleague to call the police 5. Do not disconnect the call 6. Connect on to another phone when they hang up and leave that phone off the hook 7. Follow up 8. Write down everything you can 9. Call the Duty Manager 10. Gather the Crisis Group if necessary 2.4.5 Theft 1. Call the Duty Manager 2. Follow up 3. Victim = guest – help the guest to make a report and assist him/her as much as possible 4. Victim = our hotel – talk to the Duty Manager then report to the police. 5. Write down a report and hand over to Duty Manager 2.4.6 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 2.4.7 Food poisoning, bed bugs and other types of allegations 1. Offer guest medical assistance, if needed call emergency services 2. Show empathy but DO NOT APOLOGIES Version: 2.5 WSC2022_56_hotel_information_pack 26 of 28Date: 14.09.2022  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 3 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). Canada uses the imperial system of units (miles, feet…). The applicable taxes are: HST (Harmonised Sales Tax): 13% on everything MAT (Municipal Accomodation Tax): 4% on hotel accommodation only. 4 Hotel PMS System The hotel PMS used is Protel Air (www.protel.io). 5 Grooming policy and hotel uniform 5.1 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). 5.2 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. Version: 2.5 WSC2022_56_hotel_information_pack 27 of 28Date: 14.09.2022 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. 6 Annexes 1. Room plan 2. ONE Restaurant & Bar Menu 3. SPA Menu 4. Pillow Menu 5. Laundry and dry-cleaning Menu 6. Minibar menu 7. Point of interest Version: 2.5 WSC2022_56_hotel_information_pack 28 of 28Date: 14.09.2022