UNLV Aids Towards Internship Book Review

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Introduction
Chapter: 1 / Page: 2 of 16
Introduction
This training program has been created to increase your
understanding of your new position and to provide you with
the knowledge needed to handle various situations. The
course material has been collected and perfected based on
decades of experience in the hotel industry. It is our hope
that you will find it useful in performing your everyday duties
at the hotel.
What is a Cashier?
A Cashier is ultimately a person who carries out dual roles.
The primary, and likely most apparent, is to be the person
handling payment transactions that occur in the restaurant
and for room service. Whenever a guest pays the Server
with cash for his/her meal and drinks, the Server will bring
the Cashier the payment and allow the Cashier to process
the transaction accordingly. The second role is one that serves as the person who answers the phone and takes orders for
room service. Owing to such, it will be very important that you are familiar with the room service menu and other information
befitting such a position.
Customer Satisfaction
Your job is a very important one. You have direct contact with our most important client, our guest, and your performance as a
Cashier will be one of the many details that our guests judge both our restaurant and our Hotel upon. By hiring you, we are
very confident that you will perform as a Cashier with the professionalism and hospitality that we expect from all of our
employees.
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Introduction
Chapter: 1 / Page: 3 of 16
Best in Class Environment
As a Cashier here at this hotel, you can say with confidence that:
Our Hotel and Restaurant provide you with an exceptional working environment
Our food and drinks are of the highest standard
Our restaurant and bar decor is exciting, yet comfortable for our guests
Our Hotel cares about each and every guest
Ongoing Training
While you are experiencing the training process, you will spend time with your Supervisor, who will walk you through a typical
day so that you learn the ins and outs of being a Cashier.
This course will provide you with a strong foundation for success at our Property.
TIP: Once you have completed your training, this will become a helpful reference when you are unsure about a point of your
service, or just need a little more help to improve your service.
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Essential Duties
Chapter: 2 / Page: 4 of 16
Essential Duties
Here is a breakdown listing many of your essential duties and responsibilities:
Perform the duties of a Cashier as specified by the Restaurant Manager
Greet guests throughout the Hotel and in the restaurant
Answer the telephone, take room service orders, and record dining reservations
Receive and process payments per Hotel policy
Notify Room Service Attendants about tray collections
Utilize Suggestive Selling techniques
Assist Servers and kitchen staff as required
Ensure that drinks are prepared consistently and to quality standards every time
Know how to use and clean the restaurant and kitchen equipment efficiently and safely
Help control waste and costs
Maintain proper sanitation
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Essential Duties
Chapter: 2 / Page: 5 of 16
Create a friendly atmosphere where guests and co-workers can enjoy themselves
Be attentive to guests’ needs
Ensure the cleanliness of the surrounding area
Promote the Property’s facilities
Respond to guest inquiries regarding the Hotel and the surrounding area
Coordinate efforts between departments to respond to guest requests
Communicate clearly and concisely
Report any and all items needing repair as soon as possible to Engineering and in the proper manner
Turn in all Lost & Found items with the proper paperwork and in a timely fashion
Establish a healthy working relationship with the other departments, and work with them to better the Hotel
Success!
If you perform your duties properly and consistently, success is the only outcome! We are very confident that you will be
successful; we trusted you enough to place you in this important position that can truly have a very large positive or negative
impact upon our Hotel.
We hope you find this summary of your position helpful, as well as the lessons to follow.
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Guest Service
Chapter: 3 / Page: 6 of 16
Introduction
This lesson begins the section ‘Guest Service’. In the following lessons you will learn about that which is specifically related to
being a Cashier at our Property.
The information presented in this course not only provides a strong foundation for your many duties as an employee at our
Hotel but will serve as a reference for you to come back to whenever you need a refresher on how to greet guests, take meal
orders, or even how to handle guest complains.
Good Luck!
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