While we encourage everyone to make their own training guides, we also offer this training guide for everybody to use.
4 | Catering Staff:
Catering Staff are responsible for providing any snacks, food, or room service to our customers. We offer milkshakes, which can be made by going to the milk machine, then, go to the ice cream dishes, putting the cup up to them, and then going to the ice, and then going to the blender. We also offer sodas/fountain drinks which you will just grab a cup for and then go up to the necessary machinery. We also offer grilled items (burgers, hotdogs, wings, etc.) In order to grill these items, you click them on their shelves, walk into the grill and then can add necessary toppings. For room service, there is a phone and to answer, you will click on it when it starts ringing. They will then send their order, and you may deliver it to their room. At the hotel, there is a handto button on the left side of your screen, use that to give items to customers. We also give III (3) warnings to trollers who are disobedient to the rules. After 3 warnings, PM a member of security or an MR/HR to remove them from the server. As for the system of the buffet, we run on a restaurant-like system. When a guest sits down, greet them and ask them for their order and you will get their order then hand it to them.
After, have the helpers ask 5 questions and then order an item or two.
5 | Security Guard:
Security guards are responsible for keeping the hotel safe. We operate on a three warning system. After three warnings, you should notify management via the group wall or in-game about the situation. We do not give warnings to exploiters. You should immediately notify an MR/HR to remove the person from the hotel. You should always be respectful to everyone, even if they are a troller or are acting disrespectfully to you. Security may also answer questions the guests may have and should always be aware of any questions they may have about the hotel. If there are more than 4 security, you may assist in Housekeeping or the Buffet. Please ensure you are aware as to how each operates before attempting to operate either desk.
After, have the helpers ask 5 questions and then do a troll test.
6 | Housekeeper:
As a Housekeeper, you are in charge of providing information and cleaning rooms. You may also need to give the guests towels at times too. To clean rooms, ensure the toilets are flushed, the curtains are open, and you vacuum the room briefly. You should always ensure your utmost best respect as you represent a part of Best Western’s Customer Services. In the case the housekeeping desk is not open, you should use the shutter key to open the desk. The box to open it can be found in the back of the staff room. We also have a phone system, the housekeeping phone is the phone closest to the staff door. You should always be aware, if it rings, you should answer and assist the guest. To answer, click on the phone. Feel free to use either the staff or guest elevator to get upstairs.
After, have the helpers ask 5 questions and then do a roleplay test.
EX: “Clean” the training room.
7 | Receptionist:
As a receptionist, you are responsible for checking guests in. To start, you will click on the computer screen. Then you will type in the person’s username and select their room type. If they are in the white lane, they are to be booked a suite room and should be served first. You will then select what room to book them into. Always ensure every customer feels welcomed at all times. To check somebody out, you will go to the other section and type in their username and then they will be checked out. We also have a phone, the reception phone is the phone closest to the reception. You must answer if it is ringing, and be sure to still be professional. Receptionist may also work as a catering staff or housekeeper if the reception spots are full, or you may server hop. Ensure you know how to work both before attempting to operate either one.
After, have the helpers ask 5 questions and then have the helpers book a room and unbook a room.