WILSHIRE INTERNATIONAL HOSPITALITY STAFF HANDBOOK
What is this handbook?
-This handbook outlines and explains the job description and tasks for Wilshire Hotel Staff. This handbook can be used for reference and training purposes.
Grand Wilshire Hotel London and The Capital Tower London Information
Grand Wilshire Hotel London is located in a high rise tower called The Capital. The building itself is owned by Triton Properties, but Wilshire International manages the hotel section of the tower.
The hotel is located on floors 39-54 of the tower. The entrance is on the ground floor (Floor 0), but guests have to take an express lift to the 39th floor SkyLobby, where they can check in and eat at the Alta Bar. Guestrooms are on floors 40-52. Floor 53 is the observation deck, which is not accessible through the hotel. The pool, gym, massage spa and poolside bar are located on the 54th floor of the hotel. Hotel guests and staff can only use the hotel floors of the tower, the rest of of the tower are offices. There are 4 residential penthouses located on floors 56-59 of the tower. These floors are locked off and can only be accessed by the service lift and the private lift for residents. Residents can order things from the hotel. Floor 1 is the office lobby, and floors 2-32 are offices, which is managed by a different group, so hotel staff dont operate on those floors. The entrance to the observation deck is located on the side of the tower, but this entrance is also managed by a different group. There are 3 service lifts. Service lifts (or elevators) can only be used by hotel staff, for example, Housekeeping moving carts and Food attendants moving food carts. Staff are not allowed to use the main lifts if they are carrying cargo. There is one service lift that serves all floors of the tower, while the other two only serve floors 38-59. If you are delivering to the penthouses, DO NOT USE THE PRIVATE ELEVATOR. Use the service elevator. Please ensure that guests do not wander into the staff area. If guests enter the staff area, security can use their handcuffs to drag them back out the door. Staff only areas are accessed with keycards given to hotel staff. If hotel staff is caught sneaking in unauthorized people into the staff areas, they will be warned.
Ranking Structure:
Chairman & CEO: Chief Executive of Wilshire International. Has voting powers
Vice Chairman: Second-in-Command of the company. Has voting powers
Chief Technologies Officer: Head of technologies maintenance and manages development. Has voting powers.
Chief Operations Officer: Manages day to day operations of the hotel, deals with internal affairs along with the Chairman and Vice Chairman. Has voting powers.
Board of Directors: Help make decisions in the company. High profile executives. Has voting powers.
General Manager: Manages operations in servers. In charge of coordinating the multiple ranks and jobs of the hotel to maintain smooth service all the time. Reports to the Chief Operations Officer.
Shift Manager: Manages employee’s working hours and points, responsible for making sure employee points and records are accurate. They also help decide whether employees are eligible for promotions. Reports to the General Manager.
Head of Security: Head Security Officer. Oversees security personnel.
Head of Services: Oversees concierge services (Reception, Service Associates), Restaurant staff, Food Attendants.
Head of Housekeeping: Oversees housekeeping staff.
Security Personnel: Security employees responsible for keeping the hotel secure.
Food Attendant: Responsible for distributing food and beverage services.
Services Associate: Go around the hotel, making sure guests have a good time and pleasant experience at the hotel. Offers assistance when needed. Can also
Receptionist: Operate the check in desk.
Housekeeping: Housekeeping staff are responsible for keeping the hotel clean.
Awaiting Training: This rank is for individuals who have passed the interview process and require sufficient training to transition them into the selected rank.
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OPERATING PROTOCOLS
IMPORTANT RULES FOR ALL STAFF:
- All staff members must use proper grammar and punctuation AT ALL TIMES. No emojis, no weird symbols or weird text. Violating this rule will result in a warn.
- Employees must ensure the Hotel guests requests are met, REMEMBER: THE CUSTOMER COMES FIRST!
- Be friendly towards the hotel guests, feel free to have conversations with them, just ensure you are not being intrusive, and always finish your duties first.
- Refrain from using copy and pasted greetings.
- Be professional! As Wilshire employees, you represent the company’s values and craft. We strive to provide a luxurious and pleasant experience in our hotels.
- DO NOT ABUSE YOUR RANKS! No trolling, unnecessary behaviour, etc. Having common sense is one of our requirements, if you can’t decide between what is appropriate and not, you are not for for these jobs.
- UNIFORM MUST BE WORN! Wilshire Employees need to follow the dress code, which requires all personnel to wear their designated uniform (there are different uniforms for housekeeping. Concierge services and security have the same uniform.) Executives who join the game must wear a formal suit, to maintain the executive and high class look of Wilshire.
Any violation of these rules will result in a warning, or depending on the circumstance, a suspension. Disciplinary measures can be handed out by Head of Housekeeping+(warns only) and Shift Manager+ (warns, suspensions, demotions).
Warning System
Three Warns: Temporary 5 day suspension.
Five Warns: Demotion
Seven Warns: Removed from ranks.
Job Descriptions
Awaiting Training: This rank is for individuals who have passed the interview process and require sufficient training to transition them into the selected rank.
Housekeeping: Housekeeping staff are responsible for keeping the hotel clean. They use the cleaning equipment to respond to any cleaning issues in the building. They can use the Broom and Mop to clean the floors and use the dust remover and broom to clean other surfaces. Housekeeping must respond to housekeeping calls sent in by the guests. ONLY ONE HOUSEKEEPING STAFF can respond to the request, you can use the team channels to communicate with your co-workers. Housekeeping staff MUST NOT argue on who should respond to the request, in order to maintain a professional working relationship. Housekeeping staff must listen and follow the guests cleaning requests, if he or she wants you to clean the windows, you must clean the windows. The guest comes first. Please refrain from using copy and pasted greetings, we want to have a realistic conversation with the hotel guests. If you need to use copy and pasted greetings (because of slow typing), DO NOT use Emojis or any weird symbols that do not follow proper grammar and punctuation.
Receptionist: As a receptionist, you are responsible for checking in guests into their rooms. This is perhaps one of the most important jobs in the hotel, because guests end up having one of their first proper conversations with receptionists. It is important that you appear capable, professional and welcoming to our guests. You also must know how to operate the check in system quickly, in order to prevent long wait times which may annoy some guests. Be on topic, your job is to check in the guest and give them the most important information regarding the hotel, nothing else. All you need to do is greet them and welcome them to the hotel, check them into a room (ask if they own any gamepasses), tell them their room number, where the pool and spa is located, and where the restaurants are. Here is an example you can refer to in the future:
Receptionist: “Hello Sir/Ma’am! Welcome to the Grand Wilshire Hotel! How may I help you today?”
Guest: “Hello, I would like to check into a room please.”
Receptionist: “Alright, Sir/Ma’am. What kind of room would you like?”
Guest: “I would like to check into a Premium Suite, please.”
Receptionist: "Ok, Sir/Ma’am. You have been checked into Room ____. So the pool amenities are located on the 54th floor of the hotel and the restaurant is right around the corner. Enjoy your stay, Sir/Ma’am.
If the guest does not own the gamepass required to check into the room, kindly state this our by saying something along the lines of:
“Sir, It looks like you don’t own the gamepass for that room, so I can’t check you in. Would you like to be checked into a Standard Room instead?”
If you deal with a troll, DO NOT start a conversation with them, this only encourages them to continue. Say one sentence to show that you are aware of their misbehaviour, ask them to leave the line, and contact security immediately. Don’t say anything else besides that one sentence and the request to leave. Here is an example:
“Sir/Ma’am, Im going to have to ask you to leave, we dont tolerate this kind of behaviour.”
There is also a separate reception desk at the ground floor entrance, you can’t check in guests there, but you have to ask anyone that comes through if they are a hotel guests or about to check in. Receptionists, Service Associates and Security Personnel can work together in the ground entrance lobby. You can also stand beside the main area to the lift lobby. There is a dress code for the hotel. Any kind of attire is allowed except unrealistic ones that use unnecessarily large hats like troll attires, mouse masks and ears, tank accessories, french fry outfits, walking tic tac outfits, walking portable potty attires, etc. If you spot anyone coming through the main doors wearing those kinds of outfits, tell them that they are not allowed to wear them inside the building and that they have to take them off. If they resist, escort them out of the lobby using the handcuffs.
Example greeting:
“Hello, Sir/Ma’am. How may I help you? This area is for hotel guests.”
“Sir/Ma’am, Im going to have to ask you to take that ___ off. Its not appropriate for the hotel and may be disturbing for some hotel guests.”
“Im going to have to ask you to leave if you continue to behave like this.”
Food Attendant: Food attendants are responsible for distributing food and beverage to our guests. Food Attendants can work at the Alta Restaurant, the Wilshire SkyBar on the 54th floor, and the Mabuhay Restaurant on floors 35-37. They can also serve the Wilshire Gold Lounge (for VIP’s) on the 38th floor and the entire lobby area of the hotel, meaning if you see any guests sitting in the lounge chairs, you can offer them food and beverage. Food Attendants are also responsible for accommodating the guests by asking if they need anything to be ordered. Food Attendants can hand out food and drinks by grabbing the tool in the kitchen and using the “Hand-To” gui to give it to the guest. When serving drinks without food, you must equip the drink tray when walking to and from the table. You have to equip the food they ordered to give it to the guest, if you dont unequip the food tray, you might end up giving them the food tray instead of the actual order. If you are serving food and drinks in one order, serve the drinks first, and then go back to the kitchen, get the designated food tool they ordered, and the equip the food cart. Then walk to the table with the cart equipped, equip the food tool and give them their order. Food Attendants are also responsible for giving diners seats in the restaurant. a minimum of 2 Food attendants should always be waiting at the Restaurant front desk, to minimize long lines. Food Attendants should serve the same guest(s) until their entire order has been completed. Once you have served everything they ordered, you can ask “Can I get you anything else?”. If they say no, you can wish them a good day/night, and go back to the check in desk to get a new customer.
Here are some greetings you can use:
For guests sitting in the lobby lounge chairs:
“Hello Sir/Ma’am. Would you like to order any food or beverage?”
For diners in the dining areas:
“Here is your seat, Sir/Ma’am. Would you like a few minutes to decide your order?”
“Are you ready to order now, Sir/Ma’am?”
“What would you like to order?”
“Very well, will that be all?”
Services Associate: Services Associates are very knowledgeable and capable people. They can work in different jobs around the hotel, but are also responsible for customer convenience. Service Associates are to walk around the hotel and make sure that all the guest’s needs are taken care of, for example, if a guest is lost, you can show them the way to wherever they want to go. Services Associates are basically walking help desks.