Pearson New International Edition International pcl tp indd 1

Orientation and Training
Orientation is the process of providing basic information about the hotel that should
be known by all employees. Effective orientation programs are organized and well
planned. They should not be conducted in an inconsistent, haphazard fashion that
depends on the interest of the manager assigned to conduct the orientation or on how
busy the hotel is when the orientation is scheduled.
FRONT OFFICE SEMANTICS
Orientation:
Process of providing basic information about the hotel that should be known by all of its
employees.
OVERVIEW OF THE FRONT OFFICE DEPARTMENT
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In large properties, orientation is typically the responsibility of the human
resources department. As evidence of very high turnover rates, some properties con-
duct orientation classes for new employees several times weekly.
The orientation process should address items that every employee needs to know,
regardless of position or department. Important topics include:
•
Overview of the hotel and a presentation of its mission statement
•
Importance of effective guest service and the emphasis on teamwork
•
Review of the hotel’s most important policies and procedures
•
Detailed discussion about compensation, including fringe benefits and pay
periods
•
Guest and employee safety and security concerns
•
Review of union relations issues (if applicable)
•
Tour of all hotel areas, including visits to different types of rooms and, perhaps,
a meal in a hotel restaurant
•
Other topics applicable to the specific property
Many hotels provide an employee handbook to new staff members during their
orientation.