The first phase of training focuses on orienting the J1 to our organization and the local community. During this phase, they will be introduced to the hotel's location, policies, procedures, and systems. They will learn the core basics of the hotel's operations. Throughout the phase, the J1 will gain a strong understanding of the company's corporate standards, culture and vision/mission. The program emphasizes extraordinary interaction and communication with the Hotel's guests. They will learn behaviors that build customer loyalty and positively impact the hotel guests' experiences. The following stages will occur throughout the year program, not necessarily in this order:
ReservationsThe objective of this role is to help the J1 learn all the necessary skills required to operate in the back office. PBX/Reservations Department is a crucial part of Front Office operations as it serves as a central hub of communication. This position requires the person to be the voice for the hotel and control all incoming phone lines. In the Reservations Department, they will work alongside the Reservations Manager to improve knowledge and skills pertaining to Reservations & Revenue Management. Tasks and duties include answering reservation calls, telephone etiquette, reservation procedures, group booking processes, credit policies, room forecasts, yield management strategies, travel agent bookings, revenue reporting systems, transient sales procedures, room allocation strategies, and selling and negotiation techniques.
Front Desk HostThe Front Desk is the key to the success of the hotel. The J1 will be trained in all aspects of Front Desk operations starting with the policies and procedures. In the Front Office department, they will get acquainted with the Concierge, Bell & Valet, and all related tasks and duties. They will conduct the daily operations at the Front Desk along with the Duty Manager to ensure smooth communications and maximum guest satisfaction in accordance with The Dewberry standard of excellence. Further tasks include but are not limited to the following; ensuring efficient guest check in and check out, ensuring FD follows established policies and procedures, ensuring that guest opportunities and problems are resolved satisfactory and in a timely fashion, reviewing arrivals and departure reports, checking all VIP and special requests reservations, block their rooms accordingly and communicate with related departments to ensure highest guest satisfaction attainable.
Housekeeping Inspector/SupervisorThe main objective of this phase is to allow the J1 to develop a high level of attention to detail and develop their leadership skills. They will learn all guest rooms and how to properly inspect rooms for guests in accordance to 5-star standards. They will also learn how to effectively supervise a team of housekeeping attendants; and how this department interacts with other areas of the hotel.