10 minutes training

10 Minutes Training

• Topic: The 15/5 Rule
• Target: All Associates
• Facilitators: Departmental Trainers

“Zone of Hospitality”

The 15/5 Rule, also known as the “Zone of
Hospitality Rule,” is simple and says that
anytime you come within ten feet of a
customer you attempt to make eye
contact. When you are within five feet,
you acknowledge them verbally with a
“Hello,” “Good Morning,” or something
similar.

15

15

Sheraton

“Zone of Hospitality” THE 15/5 RULE

1. Many different people come to a hotel each day. Most 6. In addition to making the hotel a
expect to receive a clean room with a few extra friendly place for guests, if you will
amenities. What separates our hotel from all of the practice the 15/5 Rule, you will also
others is our level of customer service. make the hotel a safer place. That is
because criminals don’t want to be
2. How can you improve the level of customer service each recognised.
guest receives? That question has many different
answers depending upon where you work and what your 7. Did you know that you can help
job functions are. However, there is also an easy answer prevent crime simply by greeting
that will have a large impact on how each guest feels “guests”? That’s right, by just making
about our hotel. That is to practice the 15/5 Rule. eye contact and greeting a passerby,
you could be driving a criminal away
3. What is the 15/5 Rule? The 15/5 Rule simply states that to another hotel where its
you should smile at each person who comes within 4.6 employees are less friendly and less
meters (15 feet) of you and you should greet each aware. Just think, by smiling and
person who comes within 3 meters (5 feet) of you. This greeting each person you meet, you
applies to everyone, from guests to employees. will help protect yourself, your fellow
employees and our guests.
4. Accomplishing the 4.6 meter rule is easy! All you have to
do is smile! There are no language barriers between 8. Following the 15/5 Rule is something
smiles. that is easy and fun to do. It helps
create a friendly environment for us
5. The second part (the 5) can be a little intimidating if you to work in because we are smiling
don’t know what to say or if you don’t speak English very and greeting each other. It helps
well. However, this doesn’t have to be scary. At the create a friendly place for guests to
minimum, you can smile and say “Hello”. You can also stay because we are smiling and
engage the other person by asking them how their stay greeting them each time we see
has been or by asking if you can help them. Practicing them. And it also helps create a safer
the 15/5 Rule will leave a positive impression on the place for us to work and for guests
guest and make them more likely to come back and stay to stay because we are smiling and
with us again. greeting potential criminals who
don’t want to be smiled at or
greeted. All at the cost of a smile.

QUIZ THE 5/5 RULE

1. You can help improve customer service by concentrating on doing your job and
ignoring the people around you.

a. True
b. False

2. When you practice the 15/5 Rule, you only need to practice it on guests.

a. True
b. False

3. The 15/5 Rule states that you should greet each person that comes within 15 feet (4.6
meters) of you, and smile at each person that comes within 5 feet (3meters) of you.

a. True
b. False

4. When greeting someone, you have to carry on a long conversation with the person in
order to fulfill the 15/5 Rule.

a. True
b. False

5. The 15/5 Rule helps make the hotel a safer place because criminals don’t want to be
recognized.

a. True
b. False

6. Practicing the 15/5 Rule can help distinguish our hotel from all the others.

a. True
b. False

7. Practicing the 15/5 Rule will leave a positive impression on guests and make them
more likely to come back and stay with us again.

a. True
b. b. False

Associate Sign-Off THE 15/5 RULE

Department:________________________ Date:____________

Training Facilitator:____________________________________

I agree to observe and follow the working practices described to me in this training. I
understand that if I have any further questions regarding this programme or any safety
issue, I should ask my supervisor.

NAME SIGNATURE

____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________

10 Minutes Training

• Topic: Fire Emergency Procedures
• Target Audience: All Associates
• Facilitators: Departmental Trainers



FIRE EMERGENCY PROCEDURES

A fire is potentially the most devastating event that C Contain the fire by closing doors
A Activate the alarm by going to the
can happen at a hotel. To minimize the impact, it is
important that you know what steps to take in the nearest pull station
event of a fire emergency.
R Report the location of the fire using
1. Respond to all fire alarms as if they are real.
Hesitating for even a moment can have devastating a house phone, guestroom phone, or
consequences. radio

2. Control the spread of smoke by closing all doors, E Evacuate
including laundry chutes.
Each hotel has a full set of fire
3. Clear the corridors by removing all housekeeping, extinguishers in compliance with local
maintenance, and service carts. Place them in service codes. Extinguishers should be visually
areas or vacant rooms. checked on a monthly basis to ensure
they are in place and fully charged.
4. Help evacuate the area. Provide aid to guests with Only use a fire extinguisher if it is safe
disabilities. Assist guests with directions to the and you have been trained to use one.
nearest exits. To use a fire extinguisher, remember
P.A.S.S.:
5. Implement departmental procedures. If you are
unsure of your departmental responsibilities, ask your P Pull the pin
supervisor. A Aim the nozzle at the base of the

6. Meet at the rally point. fire

If you are the first to discover a fire, you can S Squeeze the handle
remember what do by using C.A.R.E.: S Sweep the nozzle from side to side

Remember, use portable fire
extinguishers only if you can do so
without putting yourself at risk.

QUIZ FIRE EMERGENCY PROCEDURES

1. There is no need to respond to a false alarm.

a. True
b. b. False

2. When the fire alarm sounds, employees should do the following:

a. Try to control the spread of smoke
b. Implement departmental procedures
c. Help evacuate the area d. All of the above

3. Upon discovering a fire, employees should:

a. Wait until the fire is contained to activate the alarm
b. Leave doors open
c. Use C.A.R.E.

4. C.A.R.E. stands for contain the fire, activate the alarm, report the fire,
evacuate.

a. True
b. b. False

5. Extinguishers should be visually checked on an annual basis.

a. True
b. b. False

6. The “A” in P.A.S.S. stands for:

a. Activate the alarm
b. Aim the nozzle at the base of the fire
c. Alert guests of the fire

Associate Sign-Off FIRE EMERGENCY PROCEDURES

Department:________________________ Date:____________

Training Facilitator:____________________________________

I agree to observe and follow the working practices described to me in this training. I
understand that if I have any further questions regarding this programme or any safety
issue, I should ask my supervisor.

NAME SIGNATURE

____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________

10 Minutes Training

• Topic: Handling Information Responsibly
• Target: All Associates
• Facilitators: Departmental Trainers

Code of Conduct
Handling Information Responsibly

Why is this important?

Marriott has many different obligations which impact how certain types of information must be
handled.
• Some Marriott information is publicly available (e.g. published results) or is information that would
not cause harm to Marriott if it were disclosed or lost. All other information needs to be protected.
•Sharing confidential Marriott information with an unauthorized recipient is prohibited and may result
in disciplinary action.
•Avoid leaving confidential information in the open for others to see such as on desks or printers.
•Computer screens should be positioned in such a way that it prevents unauthorised viewing or privacy
filters should be used.
•When being disposed of, documents containing confidential information should be destroyed in a
secure way such as by shredding.

Password security

•Password security is an important aspect of handling information responsibly
•Never share passwords with anyone, including family members or associates
•Do not use the same passwords on Marriott and non-Marriott systems
•Do not store passwords in the open where someone can view them
•Change passwords regularly
•Password hints should not contain the password itself or be too literal
•Use non-obvious passwords which might combine a memorable phrase, special characters and a mix of
upper/lowercase characters

Email Security Social Media Use

•Email is an essential communication •If using social media, make sure you have read and
tool but it is important that we use it understood the Marriott Social Media Policy and do not
carefully to prevent security incidents post confidential information on social media sites.

➢Remember:

– Never open odd or unexpected attachments or click on unexpected links as they could compromise
your computer
– Do not respond to spam or suspected spam email messages

QUIZ Handling Information Responsibly

Q1 Q5
You can’t always remember your Computer screens should be positioned
passwords. Is it safe to keep a list of in such a way that it prevents
passwords on your phone, computer or unauthorised viewing or privacy filters
on piece of paper? should be used.

a. Yes a. Yes
b. No b. No

Q2 Q6
When choosing a password, it has to be It is secure to respond to spam or
a combination of letters, numbers and suspected spam email messages
special characters which cannot be
easily identified a. True
b. False
a. True
b. False Q7
When being disposed of,
Q3 documents containing confidential
It is better to use same password for formation should be destroyed in a
Marriott and non-Marriott systems so secure way such as by shredding.

you can easily remember it. a. True
b. False
a. True
b. False Q8
You can post anything in social
Q4. media even confidential matters as
Your manager is asking for your long as it is your own personal
password to open the Opera account.
because he forgot his own
password, is it appropriate to share a. True
your password to anyone including b. False
your manager?

a. Yes
b. No

Associates Sign Off Handling Information Responsibly

Department:________________________ Date:____________

Training Facilitator:____________________________________

I agree to observe and follow the working practices described to me in this training. I
understand that if I have any further questions regarding this programme or any safety
issue, I should ask my supervisor.

NAME SIGNATURE

____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________

10 Minutes Training

• Topic: Human Rights Policy
• Target: All Associates
• Facilitators: Departmental Trainers

HUMAN RIGHTS POLICY

Marriott International, Inc. acknowledges and respects the principles contained in the Universal
Declaration of Human Rights. Marriott's Human Rights Policy (MIP-48) reflects the Company's
commitment to conduct its business in a manner consistent with these principles and to protect human
rights within the company's sphere of influence. Marriott demonstrates global leadership in responsible
workplace practices, and endeavors to conduct its business operations in a manner that is free from
complicity in human rights abuses. The Company's core values and culture embody a commitment to
ethical business practices and good corporate citizenship.

1. Ethical Business Conduct 2. Protection of the Rights of Associates
Marriott's policies require that its business be Marriott supports and upholds the elimination of
conducted with honesty and integrity, and in full discriminatory practices with respect to
compliance with all applicable laws. Company employment and occupation, and promotes and
policies establish clear ethical standards and embraces diversity in all aspects of its business
guidelines for how we do business and establish operations. Marriott further supports the
accountability. All company associates are required elimination of all forms of forced, bonded or
to obey the law and comply with specific standards compulsory labor and the freedom of association
relating to legal obligations, ethics, and business and the right to choose a collective bargaining
conduct. The Company has clear accountability representative, if desired. Marriott will also
mechanisms in place to monitor and report on provide a safe and healthy working environment
compliance with these directives. for all its associates.

3. Human Trafficking and Protection of the 10 Minutes HR Trainer
Rights of Children
Marriott condemns all forms of human Target Audience: ❑All Associates
trafficking and supports laws duly enacted to
prevent and punish such crimes, particularly
all forms of exploitation of children. The
Company does not recruit child labor, and
supports the elimination of exploitative child
labor. Marriott also supports laws duly
enacted to prevent and punish the crime of
sexual exploitation of children. Marriott will
work to raise awareness concerning such
exploitation, and will cooperate with law
enforcement authorities to address any such
instances of exploitation of which the
Company becomes aware. Marriott has a
long history of supporting programs and
partnerships that help at-risk young people
and their families prepare for and find
meaningful employment. Marriott will
continue to focus on programs that help
children break out of the cycle of poverty that
makes them and their families vulnerable.

This programme is designed to introduce employees to the importance of knowing and respecting
the Human Rights Policy set by Marriott.

Quiz Human Right Policy

1. Marriott believes that strong ethics and 5. Corruption is very difficult to eliminate
good business go hand in hand and we are therefore it is somehow tolerated in
committed to complying with the laws and Marriott if the situation requires.
regulations of the countries and
jurisdictions in which we operate. a. True
b. False
a. True
b. False 6. We develop and implement company
procedures and processes to ensure we
2. We support the protection of human rights, comply with this policy.
particularly those of our employees, the
parties we do business with but not a. True
necessarily the communities where we b. False
operate.
7. It is not against Human Rights Policy to
a. True stop hiring certain nationality because
b. False of the bad experience we had in the
past.
3. As a company, we cannot avoid
discrimination in the workplace; hence it is a. True
allowed. b. False

a. True 8. We provide a safe and healthy working
b. False environment

4. We support forced and compulsory labour a. True
or the exploitation of children if necessary. b. False

a. True 9. We respect our employees' rights to
b. False voluntary freedom of association, under
the law
5. We provide our employees with
remuneration and tools for growing their a. True
careers, and take their wellbeing into b. False
consideration

a. True
b. False

Associates Sign Off Human Right Policy

Department:________________________ Date:____________

I agree to observe and follow the Human Rights Policy described to me in this
training. I understand that if I have any further questions regarding this topic I
should ask my supervisor.

NAME SIGNATURE

____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________

10 Minutes Training

• Topic: Pool Safety
• Target: All Associates
• Facilitators: Departmental Trainers



Pool Safety

What You Need to Know • In addition to safety equipment, the main drain
on the floor of the pool should always be
• Swimming pools are a lot of fun and are visible. This is important because a cloudy layer
popular attractions. Unfortunately accidents can form along the bottom of the pool
involving swimming pool are typically more preventing you and others from seeing the
serious than accidents in other areas of the bottom, and anyone there who might require
hotel. Therefore, we ask all employees to assistance. Train yourself to always look for the
help maintain a safe pool area. main drain whenever you look into the pool
area. If you cannot see the main drain, you
• A safe pool area begins with limiting access should notify the MOD immediately so the pool
to the pool. The gates leading into a pool can be closed.
area should be self-closing and self-latching.
If you notice that a gate stays open when • All glass products should be kept out of the pool
someone enters or exits the pool area, area. Glass can be broken and can end up in the
close and latch the gate and report the pool or on the deck creating a serious safety
situation to the MOD immediately. hazard for guests. If you see any glass products in
use, you should ask the guest to remove them
• To ensure their safety, children should be from the pool area. If you see any broken glass,
supervised by an adult when they are in the you should clean it up immediately and notify the
pool area. If you become aware of MOD or Security.
unaccompanied children within the pool
area, you should ask them to leave the area • Pets or other animals are not allowed in the pool
immediately and notify the MOD or area (exceptions are made only for seeing-eye
security. You may accompany them to the dogs.) If you see an animal within the pool, area,
hotel lobby and notify their parent or notify your supervisor. If the animal belongs to a
guardian. guest, inform the guest that pets are not allowed
in the pool area.
• There should be no horseplay in the pool
area. If you witness kids or adults engaging • If you notice any suspicious persons within the
in horseplay in or around the pool area, pool area, you may approach them and ask to see
politely inform the guests that horseplay is their room key. If they do not have their room key,
not allowed in the pool area and alert your politely inform them that the pool is for registered
supervisor immediately. guests only and they will have to leave. If they
refuse to cooperate, or if you feel uncomfortable,
• The common safety equipment located at notify Security or the MOD.
the pool includes life rings (with ropes),
shepherds staff, divider/floater line • 10. Finally, if a guest ever complains about any
separating the shallow and deep ends of issue involving the pool area whether it pertains
the pool, signage and pool phone. If you to the water quality, chemicals, or minor electric
discover guests using the equipment for shocks, report it to the MOD or Security
non-emergency purposes, you should immediately.
inform them that they are safety devices
and return them to their proper locations.
Report any damaged or missing equipment
to the MOD or Security.

This programme is designed to introduce 10 Minutes Trainer
employees to the need and importance of
knowing and practicing safety around the Target Audience: ❑All Associates
pool area.

Quiz Pool Safety

1. Only employees who work in the pool area are responsible for pool safety.
A. True
B. False

2. If you see unsupervised children in the pool area, they should be escorted to the
lobby.
A. True
B. False

3. Horseplay is acceptable if there are adults supervising the activities.
A. True
B. False

4. A shepherd’s staff, two life rings with ropes, and a phone should always be
present within the pool area.
A. True
B. False

5. If you cannot see the main drain at the bottom of the pool, the pool should be
closed immediately.
A. True
B. B. False

6. Trespassers and animals are not allowed in the pool area without adult
supervision (except for seeing-eye dogs).
A. True
B. False

Associates Sign Off Pool Safety

Department:________________________ Date:____________

Training Facilitator:____________________________________

I agree to observe and follow the working practices described to me in this training. I
understand that if I have any further questions regarding this programme or any safety
issue, I should ask my supervisor.

NAME SIGNATURE

____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________

10 Minutes Training

• Topic: Clean Matters
• Target: All Associates
• Facilitators: Departmental Trainers

The CleanMatters program is designed to help properties
focus on the daily cleaning tasks required at the property.
CleanMatters is a tool used by properties to ensure guests feel
welcome and experience an inviting hotel that holds the
highest standards of cleanliness. The CleanMatters program
outlines detailed processes, tools and resources that allow for
the efficient use of the housekeeping associates’ time and
property resources.

CleanMatters

Overvie: Objective:
The CleanMatters program is After completing the Clean Matters training
designed to help properties focus on program, you will: Understand the importance
the daily cleaning tasks required at of following a cleaning process and its impact
the property. CleanMatters is a tool on guest satisfaction. Demonstrate how to use
used by properties to ensure guests all cleaning processes outlined in the Clean
feel welcome and experience an Matters program. Consistently clean and
inviting hotel that holds the highest maintain hotel public spaces according to
standards of cleanliness. The brand standards. Improve guest satisfaction
CleanMatters program outlines scores (GSS). Improve overall appearance of
detailed processes, tools and guest rooms and public spaces. Your role in
resources that allow for the efficient the success of the Clean Matters program is to
use of the housekeeping associates’ follow the processes and procedures outlined
time and property resources. in this program to ensure guest rooms and
1. Guest Room: public spaces are inviting to the guest, clean,
Guests use the Guest Satisfaction fresh, and hold the highest quality standards.
Survey (GSS) to let hotels know about
their experience, and cleanliness of 3. Personalized Service & Your role in
the room is a top priority for them. creating memorable moments
Having a clean room is a basic Clean and inviting guest rooms and public
expectation of all guests and critical in spaces are an integral part of the overall guest
their intent to return to and experience. But, you can create an even more
recommend the hotel. How guests memorable experience by personalizing the
perceive cleanliness varies from one service you provide. Often, this includes small
guest to another. A room may be gestures that require relatively little effort,
perfectly clean, but an item may be but will have a great impact of the guest’s
damaged or old and the guest may perception of your hotel’s housekeeping
perceive it as dirty services.
2. Public Space Personalizing service is about those special
touches and interactions you have with the
The public spaces of the hotel experience guest that will make them feel they chose the
some of the highest guest traffic of the right place to stay. Some ways you can
building. They require periodic preventive personalize service include:
maintenance and daily attention to ensure • Replace lids and caps on bottles and cans.
they are clean, tidy and inviting to the guest. • Organize children’s toys and belongings.
The care and cleaning of public spaces is a • Straighten newspapers and magazines.
combination of associates in different roles • Close sheer drapes and closet doors.
taking responsibility for different areas • Neatly arrange shoes.
throughout the day. Maintaining clean public • Neatly fold or arrange clothing on beds,
spaces is a team effort and while some tasks
may not be assigned to you, every associate sofas or chairs.
in the hotel should take ownership of
keeping the public space well-maintained.

4. SAFETY AND SECURITY - Chemical Safety safety tips when handing sharps:
Use gloves - this is a quick and easy way to All used/opened/unwrapped medical
protect yourself from germs, hazardous needles should be treated as if known
liquids and sharp objects and protects to be infectious. A person trained in
guests from cross-contamination. For needle disposal procedures should
example: respond if a needle is found.
Wearing gloves when handling dirty terry Your housekeeping cart must have a
and linen will help prevent injury from sharp sharps disposal container and a set of
objects such as broken glass or needles that disposal tongs for handling sharp
may be hidden in the dirty linen and terry. objects. Always place sharps in the
Gloves are also useful to prevent your skin sharps container. Never place them in
from contacting body fluids from linens, the a bag – they can cut through the bag
bathroom and other areas of the guest and cause injury when the bag is
room. handled. Never handle sharps with
Wearing them when using cleaning bare hands. Always wear gloves and
chemicals and tools prevents skin damage use sharps disposal tongs to transport
by prolonged exposure to chemicals, these harmful objects to the sharps
prevents cross-contamination, and injury. container.
Wear durable gloves intended for cleaning,
such as Nitrile or Neoprene. Do not use 5. Safety inside the Guest Room
medical examination gloves. You may also In addition to chemical safety, there are
refer to the Safety Data Sheet (SDS) or some things you should do for your
chemical label to select appropriate hand personal safety while cleaning guest
protection. Wear protective eyewear – in rooms. This hotel uses personal alarms
some cases you may need to wear for additional security
protective eyewear. Refer to the Safety Data Additional safety tips:
Sheets for more information. „Follow ergonomic friendly cleaning. For
If while you are cleaning or using a chemical example: sit at the edge of the tub to
and something gets in your eye, you should clean it, do not billow sheets, use safe
immediately wash your eye. lifting procedures, etc. „Look out for Trip
If there is an Eyewash Station within a 15 and Slip hazards such as: vacuum cords,
second walk, go directly to the eyewash wet bathroom floors, guest items on
station. the floor
Otherwise, use a temporary wash such as an
eyewash bottle or cold water in a sink or REMEMBER, you play an important
shower in the guest room. The eyewash part in ensuring that this hotel
station is located: „Every chemical used in maintains the highest standards of
the hotel, has a Safety Data Sheet (SDS.) The cleaning. By following what you
SDS contain information about the chemical, learned in this program, you will be
how to safely use it, and what to do in case able to ensure the guest rooms and
of an emergency. The SDS can be found in public spaces are clean, fresh, and
the SDS binder located at: Safely handling inviting - creating a positive
sharps – the most common sharp objects experience for the guests.
(known as sharps) found in guest rooms are
broken glass and needles. Follow these

Quiz CleanMatters

1. What are things that indicate or can give the guests the impression of the
room not being clean?

A. A dirty remote control
B. Water stain on the night stand
C. Stains on the bed
D. Hair on the bathroom floor
E. All of the above

2. When do you think a guest develops an impression of the guest room
cleanliness?

A. At the front door of the hotel
B. The lobby
C. The elevators
D. The corridors leading to the guest room
E. All of the above

3. How do you think turndown service enhances a guest’s stay?

------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------

4. What are some other ways you could take this a step further to personalize the
service for the guest?

------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------

5. Follow the Safety Data Sheets (SDS) – Every chemical used in the hotel, has an
SDS. The SDS contain information about the chemical, how to safely use it and
what to do in case of an emergency. The SDS can be found in the SDS binder located
at __________________.

Associates Sign Off CleanMatters

Department:________________________ Date:____________

Training Facilitator:____________________________________

I agree to observe and follow the working practices described to me in this training. I
understand that if I have any further questions regarding this programme or any safety
issue, I should ask my supervisor.

NAME SIGNATURE

____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________

10 Minutes Training

• Topic: Healthy & Safety
• Target: All Associates
• Facilitators: Departmental Trainers

HEALTH & SAFETY

Guidance Notes for NovelCorona Virus Description

It is a new strain of coronavirus that has not been previously identified in humans.
Corona viruses are a large family of viruses that are known to cause illness in humans
and animals. In humans, this large family if viruses are known to cause illness ranging
from common colds to severe acute respiratory syndrome .

The transmission of coronaviruses between an infected individual and others can occur
via RESPIRATORY SECRETIONS. This can happen either directly through droplets from
coughing or sneezing, or indirectly through touching or holding contaminated objects
or surfaces as well as close contact, such as touching or shaking hands.

Symptoms
The human coronaviruses mainly infect the upper respiratory and gastrointestinal tract.
They often result in upper respiratory tract infections (simple/common colds) in
humans, causing mild illnesses usually of short lasting nature with rhinitis, runny nose,
cough, sore throat, as well as fever.

these viruses can sometimes cause lower-respiratory tract illnesses and based on the
current clinical experience, the infection generally presents as pneumonia. It has
caused kidney failure and death in some cases. such as pneumonia. This is more
common in people with cardiopulmonary disease or compromised immune systems.

In confirmed cases of illnesses in humans signs and symptoms includes: 1. Acute,
serious respiratory illness with Fever 2. Cough 3. Shortness of breath and/or breathing
difficulties

Based on the current clinical experience, the infection generally presents as
pneumonia. It has caused kidney failure and death in some cases.

Pharmaceutical and non-pharmaceutical Interventions

There is NO SPECIFIC TREATMENT for disease caused by novel coronavirus. However,
many of the symptoms caused by this virus must be reported or treated immediately.
These symptoms weakens our immune systems, therefore allows the virus to spread in
our respiratory system.

Appropriate preventive measures that must be observed in our hotel operations may
include the following:

HEALTH & SAFETY

GENERAL PRECAUTIONS where applicable ( HK/FO/Outlets )

1. Maintain good hand hygiene by washing our hands with soap and water
frequently or whenever necessary.
2. On locations where handwash and disinfectant/sanitizer dispensers are not
provided, colleagues may bring their own hand disinfectant/sanitizer or isopropyl
alcohol.
3. Colleagues must report any handwash/disinfectant/sanitizer kits which are
empty to replenish contents.
4. Use of PPEs ( facemask, disposable gloves, etc. ) during room cleaning, service
and makeup.
5. Use disinfectant on telephones, remote controls, switches, door knobs,
doorbell buttons, thermostat controls, bathroom surfaces and most frequently-
held items on guestrooms, back of the house and public areas.
6. Avoid close contact to guests showing symptoms like coughing, sneezing or
runny nose.
7. Room attendants should continue using gloves to change used guest towels
and empty trash cans and should continue to sanitize door knobs and other
frequently touched items.
8. Be keen observers on symptoms of the infection during interaction with guests.
9. Money, credit cards, national ID cards, or any contaminated materials from
guest may transfer the virus or infections, therefore colleagues who are involved
with these matters are advised to use their sanitizers when necessary.
10. Sanitary disposal of table napkins and tissues.

Associates Sign Off HEALTH & SAFETY

Department:________________________ Date:____________

Training Facilitator:____________________________________

I agree to observe and follow the working practices described to me in this training. I
understand that if I have any further questions regarding this programme or any safety
issue, I should ask my supervisor.

NAME SIGNATURE

____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________

10 Minutes Training

• Topic: Bomb Threat
• Target: All Associates
• Facilitators: Departmental Trainers

BOMB THREAT EVACUATION

1. Increasingly, hotels are being targeted 4. Be familiar with your evacuation
by terrorists. If a terrorist attack route(s). You should know the location
should happen in your hotel, you of all exit doors and assembly areas. If
need to know how to respond. To you have questions about the location,
help prepare for these emergencies, then please be sure to ask your
the hotel has developed a Bomb Supervisor.
Threat Evacuation plan. You should be
familiar with this plan and know how 5. During a bomb evacuation, you
to respond when the alarm sounds. should not touch any electrical
equipment. Do not switch off lights
2. Respond to all alarms as if they are when you leave. Try to leave windows
real. A delay of even a few minutes and doors open. As you evacuate and
can escalate the seriousness of the make your way to the assembly point,
situation. If you are unsure of your do it quickly but calmly. Assist guests
role, ask your Supervisor for the and other members of staff on the way.
specific procedures that you will be
expected to follow. 6. If a bomb / terrorist threat occurs at
this property, it is likely that
3. Knowing the difference between representatives from the media will
what your responsibilities are in a fire arrive to cover the event. If you are ever
emergency or a bomb emergency approached by the media while at work
should become instinctive, so you and asked to answer a few questions or
need to practice these procedures. provide a statement, you should politely
When you are asked to participate in decline to answer and inform them that
a bomb evacuation drill, please you are not authorised to make any
understand its importance and statements. All inquires by the media
participate fully. The people who should be directed to the General
know and practise their procedures Manager, or their designee in their
will be in a much better position to absence.
reduce the impact of an emergency.

Quiz BOMB THREAT EVACUATION

1. This Hotel has a Bomb 5. When I hear the bomb
Evacuation plan. evacuation signal, I should treat it
as real and respond immediately.
a. True
b. False a. True
b. False
2. I should respond to both the
fire alarm and the bomb 6. When I evacuate in a Bomb
evacuation signal in the same Threat Evacuation, I should close all
way. doors and windows.

a. True a. True
b. False b. False

3. Knowing the difference 7. If someone from the press asks
between the fire alarm and the me a question about the
bomb evacuation signal could evacuation I should redirect them
save my life. to the GM.

a. True a. True
b. False b. False

4. The assembly point for the 8. When evacuating, I should run to
bomb evacuation is the same as get to the assembly point first.
the fire assembly point.
a. True
a. True b. False
b. False

Associates Sign Off BOMB THREAT EVACUATION

Department:________________________ Date:____________

Training Facilitator:____________________________________

I agree to observe and follow the working practices described to me in this training. I
understand that if I have any further questions regarding this programme or any safety
issue, I should ask my supervisor.

NAME SIGNATURE

____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________

PUT A STOP TO PROPPED DOORS

When guests check into our hotels, they ♦ If there is no response:
expect us to take reasonable steps to protect • Check the room to see if it is occupied and
their safety and their belongings. We should
also take reasonable steps to protect if anyone is injured or ill.
ourselves and the hotel’s property. There are • Pull the door closed.
several things we should do to achieve these • Report the situation to Management or
goals:
Do not prop open guestroom doors when Security immediately.
working alone. Doors should only be
propped open when team cleaning or if the Beyond guestrooms, there may be other
guest is present in the room while it is being areas of the hotel where propped doors
serviced. should not be permitted. These areas
include:
♦ Do not prop open multiple guestroom
doors in order to “prep” the rooms for ♦ Perimeter doors which require a card key
cleaning. This puts both the guest’s for entry or which remain locked at all times.
belongings and the hotel’s property at risk. Guests and other employees may prop open
Propped doors also allow criminals to enter a these doors for convenience. When you
guestroom unobserved. This could result in encounter a propped door or a door where
an ambush attack of a guest or staff member. the card reader has been tampered with,
remove the blockage and report any damage
♦ When cleaning or servicing a guestroom, to Engineering.
the door should be closed and latched. If
available, use “Room is Being Serviced” ♦ EXIT stairwell doors should be kept
signs. Room attendants should also place closed at all times unless equipped with a
their cart directly in front of the guestroom magnetic door closer that is tied into the fire
door to alert guests that the room is being alarm system.
serviced.
♦ Meeting rooms and offices that are not in
When entering a guestroom, check that the use should be kept closed and secured.
door is both self-closing and selflatching. These areas should only be propped open
This is not only a security function but also when work is being performed in the area.
very important should a fire occur. Closed
doors help prevent the spread of smoke and By not propping doors and keeping
fire in an emergency situation. Non- guestroom doors and other areas of the
functioning doors should be reported to hotel closed and secured, we can help
Engineering or Security immediately. protect our guests, their property, the hotel’s
property and each other.
If you find a guestroom door propped open,
you should:
♦ Knock on the door and identify yourself
as hotel staff.
♦ If a guest or another employee is in the
room, remind them to keep the door closed
at all times for their safety and security.

10 Minutes Training

• Topic: Put A stop To Propped Doors
• Target: All Associates
• Facilitators: Departmental Trainers

PUT A STOP TO PROPPED DOORS

1. It is okay to prop open a guestroom 5. To signal to a guest that their
door as long as you are not running room is being serviced, you
the vacuum cleaner. should:

A. True A. Place the housekeeping cart
B. False in front of the door

2. If you find a guestroom door that does B. Use the “Room is Being
not properly self-close and self-latch, Serviced” signs provided by
you should: the hotel

A. Report it to Engineering or Security C. Both A & B
B. Move on and clean a different room D. None of the above
C. Prop open the door so you don’t get
6. As long as guestroom doors are
stuck in the room kept shut, all other doors in the
hotel can be propped open:
3. When “prepping” guestrooms for
cleaning, it is okay to prop open multiple A. True
guestrooms so that you can finish your B. False
tasks more quickly.
7. Perimeter and EXIT doors can
A. True be propped open if it is
B. False convenient for a guest:

4. It is important that guestroom doors A. True
both self- close and self-latch for: B. False

A. Safety of guests and employees
B. Security of a guest’s belongings
C. To control the spread of fire
D. All of the above.

Associates Sign Off PUT A STOP TO PROPPED DOORS

Department:________________________ Date:____________

Training Facilitator:____________________________________

I agree to observe and follow the working practices described to me in this training. I
understand that if I have any further questions regarding this programme or any safety
issue, I should ask my supervisor.

NAME SIGNATURE

____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________

10 Minutes Training

• Topic: Recreational Safety
• Target: All Associates
• Facilitators: Departmental Trainers



Recreational Safety

❖ Recreational areas such as fitness centers, ❖ Appropriate warning and/or instructional
swimming pools, and saunas are popular signage should be posted in the area. For
attractions for hotels. However, they could example, signage should be posted in the
also become problems if not maintained fitness center to alert guests to the fitness
properly. Helping to maintain safe recreational center’s regulations. The lettering on the
areas is the responsibility of every employee. signage must be large enough to be easily
read. If you notice any signs missing or
❖ A safe, recreational area begins with limiting vandalized, notify the Manager on Duty or
access to the area. Doors or gates leading into Security.
the recreational areas should be selfclosing
and self-latching. If you notice a door/gate ❖ All glass products should be kept out of
staying open when someone enters or exits recreational areas. Glass can be broken
the area, close and latch the door/gate and creating a safety hazard for guests and
report the situation to Security or Manager on employees. If you see any glass products in
Duty immediately. Doorstops or any other use, you should ask the guest to r e m o v e t h
propping devices should not be used to hold e m . W h e r e appropriate, offer the guest a
open d o o r s / g a t e s l e a d i n g t o plastic disposable cup. If you see any broken
recreational areas. If you notice a doorstop or glass, you should clean it up immediately and
other propping device being used, remove it notify the Manager on Duty or Security.
and verify the door self-closes and self-
latches. ❖ Maintain a trip-free environment. Periodically
inspect for discarded items such as towels and
❖ Children should be supervised by an adult to paper. Discarded items should be removed
help ensure their safety when they are in from the area. In addition to making the area
recreational areas such as pools, whirlpools, look clean, removing these items may prevent
and saunas (if applicable). Children under the an incident from occurring. Electrical cords
age of 18 should not be allowed in the fitness should be covered properly and/or removed
center. If you become aware of unsupervised from walking paths.
children within these areas, you should ask
them to leave the area immediately and ❖ If a guest complains about any issue involving
notify the Manager on Duty or Security. the recreational area whether it pertains to
Depending on the age of the children, you water quality, liquid spill, damaged
may have to accompany them to the hotel equipment, or minor electric shocks, report it
lobby and notify their parent(s) or guardian(s). to the Manager on Duty or Security,
immediately.

Quiz Recreational Safety

1. Helping to maintain safe 5. If you notice any signs missing or
recreational areas is not your vandalized, you should notify the
responsibility. Manager on Duty or Security.

A. True. A. True.
B. False. B. False.

2. If you notice a towel or other 6. All glass products should be kept
propping devices holding open a out of recreational areas because
door/gate leading to the fitness they could break creating a safety
center/pool, you should: hazard for guests and employees.

A. Do nothing about it. A. True.
B. Remove the towel and place a B. False.
doorstop in its place.
C. Remove the doorstop or other 7. Discarded items such as towels
propping device. and paper should be removed from
D. All the above. the area.

3. If you become aware of A. True.
unsupervised children within B. False.
recreational areas such as a pool or
fitness center, you should: 8. If a guest complains about
damaged fitness equipment, you
A. Never disturb them. should:
B. Ask them to leave the area
immediately. A. Complain to the guest.
C. Report it to your supervisor at the B. Do nothing about it.
end of your shift. C. Report it to the Manager on Duty
D. All the above.
or Security, immediately.
4. It is not necessary to inspect D. All the above
recreational equipment and areas.

A. True.
B. False.

Associates Sign Off Recreational Safety

Department:________________________ Date:____________

Training Facilitator:____________________________________

I agree to observe and follow the working practices described to me in this training. I
understand that if I have any further questions regarding this programme or any safety
issue, I should ask my supervisor.

NAME SIGNATURE

____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________
____________________ _____________

10 Minutes Training

• Topic: HACCP Critical Control : Food Service
• Target: All Associates
• Facilitators: Departmental Trainers



HACCP CRITICAL CONTROL :
FOOD SERVICE

SERVICE 10. Each different food item should
1. All food handlers must have undertaken have its own serving utensil.
‘the essentials of food hygiene’ and 11. Serving utensils must be changed
understand its content. when food is replenished or at least
2. Foods should never reach the once every 2 hours.
temperature danger zone (TDZ) in service. 12. A notice should be displayed
For cold items ≤ 5OC and hot items ≥ 63OC. directing guests to use the utensils
3. Before touching serving utensils, provided.
tableware, flat ware or any other food 13. Food in hot or cold storage should
service equipment, hands must be washed be stirred to ensure even temperature
to standard and repeated frequently. 4. All distribution.
foods on display must be protected from 14. All foods should be labeled to
contamination through the use of packaging, avoid guest sampling and cross
proper holding equipment, and/or contamination.
protective food guards. 15. Never mix old and new food
5. Condiments on tables or service stands batches.
must be presented in covered containers, 16. Should a guest suspect they have
dispensers or single service packages. Flavor got food poisoning from the property,
enhancers such as ketchup and other sauces consult your supervisor immediately.
and sweeteners may be served in their There is a reporting and escalation
original containers or in pour type process that must be followed.
dispensers. 17. Should a guest find a foreign
6. Ice used for consumption must not be object in their food, remove the food
used to cool food or beverages. from sale/offer immediately. Consult
7. Cups and flatware should only be touched your supervisor and make sure that
by the handles. the food and the item found not put
8. Glassware should be carried on a tray only in the bin. There is a reporting process
and only touched at the base. Do not collect that must be followed.
glassware by touching the rims or placing
your fingers inside the glass.
9. Counters that hold the ‘mise en place’
equipment should be clean. Equipment on
counters should be stored in a hygienic
manner that prevents contamination. Dirty
items should never come into contact with
clean equipment. Any food products on the
convection must be stored at the correct
holding temperature.