1. Supervisors Instructions for the GUEST SERVICES GUIDE Marin Management’s policies and procedures for achieving outstanding guest service Includes policies 1000 through 1999 Press the space bar to proceed.

2. 2 Instructions for Supervisors Use the following procedures for presenting the Guest Services Guide to team members for training and reference: 1.Before introducing the Guest Services Guide to other team members, be sure you have read the Guide, understand it, passed the quizzes and signed the acknowledgement page. 2.Before using this Guide for guest-service orientation, training and/or reference, complete your Hotel-specific Guest Services Guide and have it approved by your regional manager. 3.Use the Guide for training and coaching for one person or small groups. The guide is not intended for presentation to large groups. Guest Services Guide Supervisors’ Instructions © Marin Management, Inc.

3. 3 Instructions for Supervisors 4.Use a computer with Internet access. If possible, find a location away from distractions. 5.Be available to answer questions and have discussions. The Guide can be studied without a supervisor present, but it is best if you are on-hand for discussions. 6.Have on hand other documents related to the job, such as the Employee Handbook, the Safety, Security and Emergency Procedures, Team Site articles, PMS procedures and your Hotel-specific Guest Services Guide. Guest Services Guide Supervisors’ Instructions © Marin Management, Inc.

4. 4 Instructions for Supervisors 7.Provide for breaks from uninterrupted computer reading about every 45 to 60 minutes. These breaks can be used for quizzes, discussions and to review other related documents, such as articles printed from Team Site. 8.Keep records of all training, including having training sessions recorded in HR Central. Guest Services Guide Supervisors’ Instructions © Marin Management, Inc.

5. 5 Instructions for Supervisors Find a mistake or have a suggestion? Send a message to info@hotelpros.biz. info@hotelpros.biz. End Guest Services Guide Supervisors’ Instructions © Marin Management, Inc.