How do you say all the following below in French?
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Riad 41
Employee Handbook
The following handbook is a basis for you as employees of Riad 41 to follow at all times. This book let will help you to understand our organization and provide you with the knowledge you will need to satisfy our guest every need.
Our Philosopy: SMILE AT THE WORLD AND THE WORLD WILL SMILE BACK
Riad 41 had started to opertate as a guesthouse for the reason that , what the Riad 41 has to offer in a whole. Her warmth , her sence of magic, the minute you first enter, made it clear to us, that we as a team want every guest that walk through our door, to be embraced with all what Riad 41 has to offer.
We have dicided to RENT in 2 ways . Let me explain:
1. To either a group of travelers such as a family or a group of friends or to 3 couples from the same party. We call that type of reservation EXCLUSIVE HIRE.
2. Or we will rent out each room individually . We call this type of reservation INDIVIDUAL HIRE.
Its important that we as a team know and understand the structure of these bookings. How we charge the guest when it comes to what we offer in Riad 41.
Guest will be charged for anything they have in the Riad .. Like if they have lunch , dinner , drinks and massage and beauty treatments . Anything a guest wants will be written down by the server on a waiter pad and the guest will have to sign this piece of paper.
When this happen each guest will need to put there room number on the docket . this docket gets placed in a lockable container and at the end of each day management creates a bill allocated to each room . On departure the guest will be handed there bill and pay for this. Payments can be made in cash or by bank card .
Our sences..
• Relaxation
• Comfort
• Ambiance
• Tranquelaty
• Serenity
• Provocative
• Warmth
In this handbook we will want you to take this time to understand that is vitally important that you as the reader take every word seriously. These guidelines has been given you to support you , and yes external observations by head of management and our guest will be made everyday, so there for if you follow these guidelines and learn how to use your own mind and intellangenge and think ahead and be original in what you do with all enthusiasm and pride and be willing to progress , you will feel more confident in what you do , and be more realible to head of managnent and overall be the best you can be.
Our primarily aim is to be here for our guest at all times . However the type of organization that we have is to make our guest feel at home far from their real home . As we can see we have a extreamely beautifull and somewhat smaller riad in comparison to other large riads. So we want to make sure that we give our guest their privacy atrthe same time . So how do we do that?
Not sure if you know of the phrase “ children should be seen not heared”… well let me explain. We are here in the riad to support the general flow of housekeeping and mantainace , and procedures that we need to follow every day on a daily baisis ,so as it’s a smaller riad and the riad might be full ofg guset it is important to know our place , meaning , we ned to be visable but not over powering in our presence. So we need to watch our body langues and our tone of voice at all times. For example .. no shouting or calling each other in a load way from the botton of the patio to the terrace .
OUR APPEARANCE :
The first impression made by a guest is the one that will last forever . From the minute a guest entres the riad . they will start to make judgments on everything they see, every little detail , you the employee, the riad in a whole, the general appearance of the building… EVERYTHING.
SO its of utmost importance to be ready and willing to maintain the highest level of standard in EVERYTHING… our servive , our appearance and our proffesionalsm. REMEMNBER this . we are people not robots , we have our own personalities and style .. I ask of you , PLEASE be yourself, be professional and always Smile.
• Always maintain a high level of personal highgiene
• Hair should always be washed and tidy.
• Long hair should be tide back in a proper way. Especially for the female
• For men facial hair shoul be kept trimmed in a professional manner.
• Hands and nails always clean
• Shoes should be clean and polishes at all times .
• Uniforms should be warn to standard .The uniform should be warn at all times. Uniform is provided by Riad 41 .
• We have summer , winter and dinner service uniforms provided by RIAD 41
Uniform / Attuitude / Pride
As a organization our uniform resemble our image. What we stand for , at all times we as individuals need to take pride in our appearance. A uniform is what we wear as a team regarles of our job title for example Executive , director , manager , assistant manager . chef , housekeeper or waiter . we all were the same uniform . this mean we are all exual. We are one team working together to strive for excellence in our service . we as individuals might have diffrenrt job titles and different responsibilities. But when it comes toi service we are ONE. We work TOGETHER, we HELP each other . we SUPPORTeach other, we RESPECT each other and we have FUN, whiles at the same time we act PROFFRESSIONAL at all times .
The first thing a guest will pick up in our attitude is if we are happy in what we do . So I ask of you that is very important to always communicate with one another about everything . never assume the other person knows what you are thinking . we don’t read mind remember we are not monkeys.. we are intellengent individuals with different strengths and different weaknesses, we are all from different parts of the world and have difftrent cultures so therefor we need to respect and treat each other with kindness.
I will do what ever I can and have since we started this organasation , improved working conditions on many levels.. so yes as time passes I ask of you to continue to tell me if you feelk thee is something we could do to adjust or add to our environment to make it even more better place to work.
The uniform consist of the following :
Male: Summer uniform – DAYTIME
1. White short POLO , provided by Riad 41
2. Cream combat style trousers with brown belt, provided by Riad 41
3. Cream combat style shorts with browm belt , provided by Riad 41
4. Brown leather sandals are permissible with shorts ..
5. Coffee coloured leather shoes with trousers , provided by riad41..
Female : Summer uniform
1. Black Skin tight leggings … to be warn under uniform
2. Black Skin tight body warmer … to be worn under unifiorm
3. Dark brown linen cotton trousers
4. Dark brown elbow short top.
5. Pinny to be warn over uniform tide around waist
6. Dark brown head scarf
7. Brown leather flops
Male: Winter uniform – DAYTIME
1. White POLO shirt, provided by riad 41
2. Dark brown pullover , provided by Riad 41
3. Cream combat style trousers, provided by Riad 41
4. Brown leather belt , provided by riad 41
5. Cofee coloured leather shoes, provided by riad 41
Female : Winter uniform
1. Black Skin tight leggings … to be warn under uniform
2. Black Skin tight body warmer … to be worn under unifiorm
3. Dark brown linen cotton trousers
4. Dark brown elbow short top.
5. Pinny to be warn over uniform tide around waist
6. Dark brown head scarf
7. Brown leather flops
For Dinner service during the summer and winter months : ALACARTE dress is to be worn at all times .
OPERASIONAL PROSEDURES : EXPLAINED
The following chapter will provide you with the guidelines on what to expect and do whiles we are on dury. For example how do we behave , what do we do the minute the guest arrive in the riad. And how to act.
The most important thing is to be prepared in all departments .. what does this mean?
• Are the rooms ready and in perfect condition .
• Is the patio ready, the fountains on in the indoor patio and terrace.
• The lights are on .
• New Candles filled in each holder.
• Candle holders polished
• If its winter , do we have sufficient heating on in all areas, like heaters and fire burning ..
• The fruit platters on display in rooms and terrace and indoor patio.
• Toilet paper in all relavant areas.
• Tissue boxes filled.
• Flowers in all rooms
• The bar on teracce fully prepared and the fridge for guest use is filled up.
• Ice machine full and working
• Terrace fully prepared, brushed , washed and plants de weated and watered.. towels on loungers
PS: for detailed procedures refer to openining and closing procedures .
OUR FIRST STEP ON ARRIVAL:
1. When the guest arrive we want to welcome them .
2. We will intoduce ourselves to our guest
3. Guest will then asked to take a seat and make them selves comfortable in the patio
4. We will serve tea and coffee immediately upon arrival
5. Guest will then be asked to compltete formal documents in the study . Then be handed with a welcome pack . We will then allocate them there rooms.
6. Laggage will be taken to their allocated rooms .
On a daily basis we as a team have certain duties to fulfill to assure the smooth running of the Riad . Below we have the opening and closing procedures to be followed at all times.
OPENING AND CLOSING PROSEDURES- RIAD 41
MORNING / AFTERNOON/SUNSET/ DINNER
07h00 Count stock in fridges and replenish and log usage in triplicate dockets.
( guest sign 1 docket at breakfast, one docket in kitchen and one docket to adminastrator)
Brush Indoor Patio
Brush Terraces
Turn on Fountains ( UP & DOWN)
Turn on music ( UP & DOWN)
SET UP Breakfast
8h30- 11h00 BREAKFAST SERVED, hand over beverage tabs to be signed by guest . Night usage. In the winter months light fireplace for breakfast
11h30-13h00 HOUSEKEEPING
( REPLENISH ROOMS, LINEN and bathrooms,
FLOWERS and Ashtrays, Fruit baskets for indoor patio , terrace and rooms..EXT)
13h00-15h30 LUNCH SERVED ( if requested)
17h00 – 17h30 AFTERNOON TEA SERVED
( IF GUEST ARE IN-house)
18h30- 19h00 : SUNSET- TURN on LIGHTS in RIAD , Fountain light on (terrace), Light Candles in whole RIAD including bedrooms. Turn Fountain OFF on terrace , then LIGHT flouting candles in pool bath and indoor patio fountain.
19h00- 20h00 Aperatiff OFFERED and SERVED, set up dinner table if dinner is requested.
20h30-22h30 DINNER SERVED (if requested)
22h30 After dinner – Ask guest if they require a wakeup call. If so wakeup call logged on notice board in kitchen… and what room requires the wakeup… Wake-up call means , the nominated room will be given coffee or tea or juice upon wakeup . Inform guest, if wakeup call is requested .. not to lock the second floor door ….. PS: certain lights remain on during the night for guest ..
23h00. Kitchen and cellar locked . All fridges restocked for night use… Staff retire
23h30- 7h00 Night porter report for duty.
DELIVERING AN OUSTANDING GUEST experience inside RIAD 41.
Here I have outlines a few tips for you to follow to assure that a guest is at all times satisfied or if problems occur or a guest complain , what you need to do!
1. Always be available
2. Be attentive
3. Be smart
4. Use your inisiative
5. Be origanil
6. Please check on guest and offer assisatance , drinks and see if they need anything
7. Be sincere in your approach
8. Be honest
9. When a guest ask you something listen and never interup
10. If you don’t know , be polite and say you look into the request and seek assistance from head of managnet.
11. If there is a complaint.. appoligize to guest, and inform the owner IMMEDIATELY.
SERVING BEVERAGES
When offering drinks ….
-like water . ask still water or sparkling water ? Ice? Lemon?
-SOFT DRINKS ….. like COKE/ DIET COKE… ask ice ? lemon?
like FANTA/ ORINGINA..ask ice? And place orange slice inside.
like LEMONADE..ask ice? place a lemon slice inside