RAMADA Loughborough HOTEL

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RAMADA Loughborough HOTEL

• Working experience in Loughborough

Ilyasova Vladlena
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Company History

• Originally, known as the Kings Head,
• the hotel was owned by the Jarvis
• Hotel Group
• In July 2005 the hotel was bought
• over BV Hotels, who now own it under
• a license from Ramada International Hotels
  and Resorts
• Two directors of the hotel Major Barlow and Mr
  Varma
• Since July 2005 they have invested 750,000 into
  the company
• The hotel is a Ramada Franchise, which means that
  there are certain standards the hotel need to
  adhere to in order to keep the Ramada name

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Facilities

• 78 en suite bedrooms All rooms are en-suite with
• central heating, Shaver points, Colour TV ,
  Direct Dial
• Telephone , Modem socket and Hospitality
  tray, In
• house movies , Hair dryer and 24 Hour Room
  service
• Executive rooms and Non smoking rooms are
  available
• on request
• Lift to all floors
• 5 Conference suites for meetings of 2 to 150
  people
• Private dining facilities for 8 to 90 people
• Additional syndicate rooms
• Newly refurbished Lounge bar serving hot and cold
  refreshments and cold food 24 hours in a
  contemporary style, with Sky television and free
  WI-FI access
• The Courtyard Restaurant offering a full a la
  carte and a table d'hote menu
• Ample free secured parking
• Disabled access to rooms and all facilities
• Full English buffet style breakfast served
• Fax and photocopy services available from
  reception

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Working areas

• Restaurant breakfast, lunch, dinner
• Bar from 11.30am till 3pm and from 3pm till the
  end
• Reception reservations, check-in, check-out
• Meeting rooms conferences, wedding
  anniversaries, business meetings, celebrations
• Room service

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SoWhat you can do, if you are making
your working experience in the Ramada Hotel
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Restaurant breakfast
Ramada Hotel Standards

• Guests must be greeted at the door within
• 60 seconds
• You have to ask guests room numbers and offer
• them a table
• Tables must be set with cup, saucer, liner, as
• well as knife, fork, desert spoon and
  teaspoon
• appropriate condiments must be provided
• You have to approach the guest within 3 minutes
• of he is being seated to offer tea or coffee
  and to explain breakfast service (there is a
  buffet with continental cold breakfast and
  traditional English breakfast)
• You have to check with each guest at least once
  during breakfast to see if any additional help is
  needed
• Upon departure, you must thank the guest for the
  visit and follow with the appropriate farewell
  (Have a nice day)
• Once the guest leaves, the table must be cleaned
  and re-set

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Restaurant dinner
Ramada Hotel Standards

• You have to ensure restaurant and everything what
  is
• needed is ready for service 5 minutes before
  opening
• time
• All tables must be set with silverware, glasses,
• cloth napkin and condiments
• You have to greet the guest at the door within
• 60 seconds, ask their room number, assist to
  table
• and give menu
• After one minute you have to ask guest if they
• would like something to drink, if not, you
  have to offer a chill water
• After providing guest with drinks, you have to
  take order, then bring butter and offer hot bread
  rolls
• While guests are having their meals, you have to
  check if everything is all right, if not, you
  have to solve the problem
• You have to refresh/offer additional drinks
  throughout the meal
• Guest must be thanked when leaving the restaurant
• Table must be re-set within 5 minutes of guest
  leaving

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Room service

• If you are the one, who is doing the room service
  you have to prepare clean trays with cloth
  napkin, sauces, salt and pepper on it
• You have to prepare drinks (if they ordered), all
  drinks must be covered with the paper cap
• You have to cover all food main dishes-by
  stainless steel, side dishes-by domes or foil
• You have to place appropriate silverware and
  condiments
• You have to put order through the till
• and take the meal check for signature
• When you are delivering food you
• have to knock the door and announce
• room service
• You have to put tray where guest show
• you and ask to sign the meal check

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Lounge Bar

• You have to start with
• the opening procedures
• You have to ask chef what are daily
• specials and any out of stock items
• You have to complete a requisition and ask Duty
  Manager to issue the goods from the cellar
• You have to greet the guest, when he is entering
  the bar area
• You have to take the order promptly
• Make and serve drinks, if food is ordered put
  appropriate catering on the table (plus sauces,
  salt and pepper)
• For room charges, you have to check the room
  number on registration card and for signature on
  the bill
• You have to clean empty glasses from the tables
  and ask guest if they need something else or not
• You have to thank guest when they leave the bar

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Reception

• Answer phone calls
• Make reservations, that are coming on-line and
  from the phone calls
• Work in the Guestline system (make reservations,
  check-in guests, check-out guest, allocate to
  rooms, print prediction papers and registrations
  cards, make keys for the rooms etc.)
• Cancel pre-authorizations, make sure everything
  balances in the till and in safe, send invoices
  to the companies, answer emails etc.

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Reception check-in

• You have to greet guest immediately with
  reference to the Ramada
• You have to print registration card
• Ask the guest to fulfill the details
• Make pre-authorization with guests credit or
  debit card
• Then offer express check-out, explaining the
  process
• Offer a luggage assistance and give directions to
  point of interest in the hotel (bar, restaurant),
  explaining service that are providing You have to
  secure method of payment via credit card and
  verify authorization for holding of the room
• You have to explain the guest how to use door key
  and give instruction how to get to their room
• You have to conclude check-in with the
  appropriate gesture, i.e. enjoy your stay at the
  Ramada Loughborough Hotel
• Check-in guest in the Guestline system

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Reception check-out

• You have to offer express check-out to all guest
  paying with a credit card
• You have to allowed guest to review all folio
  charges to see if they are correct
• You have to be familiar with folio entries and
  must be able to answer questions and know how to
  research
• Take payment from guests credit or debit card
• You have to provide to the guest the copy of
  invoice and offer a comment card
• You have to inform guest of transportation and
  travel options
• Then you have to thank guest with reference to
  the branch Thank you for choosing the Ramada
  Loughborough Hotel
• Check-out guest from the Guestline system
• If necessary cancel pre-authorization

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Meeting rooms

• Prepare meeting room for the meeting
• Bring tea/coffee to the meting room
• during the meetings
• Bring food to the meeting room during
• the meetings
• If celebration or anniversaries are
• taking
• place in the meeting rooms, you have to
• make sure guest are provided with drinks and
• food and clear tables
• Clear everything after the meeting

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Thank you for your attention!