IKL Knowledge

Team Members Bitesize Guide to IKL Innkeeper’s Lodge

Team Members Bitesize Guide Your Guide to IKL

September 2015

www.Innkeeperslodge.com

Team Members Bitesize Guide Your Guide to IKL

Guide - September 2015

www.Innkeeperslodge.com

WELCOME

Bitesize Guide

Welcome

Welcome to IKL As a team member working in an Innkeeper’s Lodge business there are many things that you will need to know about and be trained on. This will make sure that you are confident in your role and can therefore ensure that your guests are wowed by their experience and stay with you from start to finish.

Within this book you will find everything you need to know about Innkeeper’s Lodge.

This Bite size booklet will provide you with information on the IKL brand, you as a team member, Check In, Cleaning / Housekeeping & Breakfast along with H&S information to ensure ourselves and our guests are safe and our lodges are secure at all times.

If there is anything that you do not fully understand then please ask your manager or Induction buddy for help.

Thank you for being part of our IKL team.

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Innkeeper’s Lodge

Bitesize Guide

CONTENTS

Bitesize Guide

Contents

Welcome

4

Team

9

Check In

15

Cleaning Rooms & Bathrooms

17

Breakfast

41

Health & Safety

49

Notes

59

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Innkeeper’s Lodge

Bitesize Guide

Abbreviations

WELCOME

WELCOME BREAKFAST

IKL

Innkeeper’s Lodge

Abbreviations

M&B

Mitchells & Butlers

CRO

Central Reservations Office

RSC

Retail Support Centre

DD

Due Diligence

DND

Do Not Disturb

RSL

Reservations Support Line

NPS

Net Promotor Score

Room Types: SB

Single

DB

Double

TB

Twin

ZIP

Zip & Link (twin or double)

DBDS

Family (Double bed, double sofa bed)

DBSB

Family (Double bed, single sofa bed)

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Innkeeper’s Lodge

Bitesize Guide

Top Line IKL info

WELCOME

• We opened our 1st lodge in January 2001 • We sold 52 Lodges to Travelodge in 2011 which reduced the brand’s size, but we are still more profitable that some leading MAB brands such as All Bar One & Browns! • We are big enough to matter and small enough to care • All of our lodges are attached to Mitchells & Butlers pubs / restaurants • The manager of the pub / restaurant also manages the lodge. We do not have separate hotel managers • We have 47 lodges (Oct 15) across the country from Scotland to Exeter • Across the 47 lodges we have 811 rooms! • All of our lodges are different. Even though we have brand standards and expectations, all of our lodges are unique and have their own character • All of our lodges are attached to M&B pubs & restaurants over 9 brands!

Top Line IKL info

Vintage x 20

Premium Country Pubs x 8 Toby Carvery x 9

Crown Carveries x 3

Ember Inns x 3

Oak Tree x 1

Harvester x 1

Miller & Carter x 1

Castle x 1

• We also have 2 pubs (Bristol & Nottingham) who trade with rooms but are not currently branded IKL and 3 sites that we have acquired from the Orchid sale.

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Innkeeper’s Lodge

Bitesize Guide

MAP OF LODGES

WELCOME

More than just a good night’s sleep

WELCOME

1

3 4

2

Edinburgh

Glasgow

5

To find out more about our individual Lodges please click on the Lodge name

Location

Address

Location

Address

LochLomond

BallochRoad,G838LQ

NorfolkBroads,Horning

10LowerStreet,NR128AA

1

27

46

Glasgow,StrathclydePark

HamiltonRoad,ML13WB

Norwich

18-22YarmouthRoad,NR70EF

2

28

67

Edinburgh,SouthQueensferry

7NewhallsRoad,EH309TA

Aylesbury (East),AstonClinton LondonRoad,HP225HP Aylesbury (South),WestonTurville 40MainStreet,HP225RW StAlbans,LondonColney 1BarnetRoad,AL21BL Hornchurch StationLane,RM126SB Maidstone SandlingRoad,ME142RF Canterbury

3

29

8

9

Edinburgh,Corstorphine

St JohnsRoad,EH128AX

4

30

10

Newcastle,Cramlington BlagdonLane,NE238AU Harrogate (East),Knaresborough WetherbyRoad,HG58LY Harrogate (West),BeckwithKnowle OtleyRoad,HG31UE Ilkley HangingstoneRoad,LS298BT Leeds,Calverley CalverleyLane,LS285QQ Hull,Willerby BeverleyRoad,HU106NT Huddersfield,Kirkburton 36aPenistoneRoad,HD80PQ Doncaster,Bessacarr BawtryRoad,DN47BS Ormskirk,Aughton SpringfieldRoad,L396ST Stockport,Manchester 271WellingtonRoad,SK45BP Castleton,PeakDistrict CastleStreet,S338WG Hathersage,PeakDistrict Longshaw,S117TY Wilmslow,AlderleyEdge WilmslowRoad,SK97QL Sandbach,HolmesChapel NewcastleRoadSouth,CW111RS Chester,Christleton WhitchurchRoad,CH36AE Lichfield StaffordRoad,WS138JB Birmingham (NEC),Coleshill HighStreet,B463BL Birmingham (West),Quinton 563HagleyRoadWest,B321HP Solihull,Knowle 2110WarwickRoad,B930EE Stratford-upon-Avon,Wellesbourne WarwickRoad,CV359LX Birmingham (NEC),Meriden MainRoad,CV77NN Rugby,Dunchurch TheGreen,CV226NJ

5

31

11

12

13

14

6

32

17 15 Manchester

16

7

33

162-164NewDoverRoad,CT13EL

18

8

34

19

TunbridgeWells,Southborough

21LondonRoad,TN40QB

9

35

27

Beckenham

UpperElmersEndRoad,BR33HQ

10

36

28

Brighton,Patcham

LondonRoad,BN18YQ

11

37

20

21

Birmingham

Weybridge

25OatlandsChase,KT139RW

12

38

22

25

OldWindsor

14StraightRoad,SL42RR

13

39

26

23

Woking

ChobhamRoad,GU214AL

14

40

24

29

Godalming

OckfordRoad,GU71RH

15

41

30

31

Basingstoke

AndoverRoad,RG237EP

16

42

32

38 36 45 London

Cardiff

39

Cardiff

75-77CathedralRoad,CF119PG

17

43

43

33

40

Exeter,ClystStGeorge

ClystSt.George,EX30QJ

18

44

34

41

42

London,Greenwich

291GreenwichHighRoad,SE108NA

35

45

19

Ambleside,LakeDistrict

MarketPlace,LA229DB

46

20

37

21

44

22

23

24

UNLIMITED FREE CONTINENTAL BREAKFAST U E FREE I

25

*

26

*NoparkingavailableatLondonGreenwich

Bookonlineat innkeeperslodge.com or callCentralReservations on 08451551551

Follow us:

facebook.com/ InnkeepersLodge

twitter.com/ innkeeperslodge

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Innkeeper’s Lodge

Bitesize Guide

BWTEIM Story The Perfect Innkeeper’s Lodge Guest Experience

WELCOME

With our wedding anniversary coming up I thought I would book a night away for me and my husband. Innkeeper’s Lodge had been recommended to me by a friend a while ago and having stayed in a few already I didn’t look at booking anywhere else. I popped on to the Innkeeper’s Lodge website and within a short time my stay at IKL Leeds was booked. I was impressed with how easy it was to make a reservation and was provided with all of the information I needed. As much as we love our children we were excited about having a night away without them but with Innkeeper’s charging per room and with the buffet breakfast included in the price, it would be great to have a trip with the children another time. It was also great to know that all Innkeeper’s Lodge rooms are non smoking. As we pulled on to the Calverley Arms car park we commented on how lovely the outside of the building was and parked the car with ease. As we walked up to the front door we noticed how neat and tidy everything was. The garden and flower pots were all so well cared for with not a piece of rubbish in sight. We walked through the entrance and as it was well signposted, we knew straight away where to go to check in to the hotel. It was just after 3pm and we were able to check in straight away. We arrived at the check in area and a lady came down the bar to us. We were given a lovely warm welcome by a very pleasant, polite, smartly dressed lady wearing a smile.

The Perfect Innkeeper’s Lodge Guest Experience

“Hi, I see you are here to check in”. After giving our name, our booking information was straight to hand. She confirmed that we had a double room booked for 1 night and

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Innkeeper’s Lodge

Bitesize Guide

BWTEIM Story

WELCOME

The Perfect Innkeeper’s Lodge Guest Experience

WELCOME

asked us to check our details, check our email address was correct, fill in our car reg and sign on the line. She asked if we had stayed with them before. We told her that we had stayed in other Innkeeper’s Lodges but this was our first time to Leeds. “Welcome to Leeds! Whilst I take your payment I will run through some information with you” As she processed our credit card payment she informed us of the bar and restaurant serving times, breakfast serving times and where that would be, check out time of midday and that the O2 Wi-Fi was free if we wished to access it. She said “I see you haven’t pre-ordered cooked breakfast but just to let you know there is a breakfast menu in your room and you can order any hot breakfast items with the breakfast host in the morning”. As she handed us our receipt and said “A few days after your stay you will receive a link via email to a survey related to your experience with us. “If you get a spare 5 minutes to complete this on line survey that would be great as we really appreciate your feedback” She then asked us if we would like to book a table for dinner which we did. As she handed us our room key she gave clear directions on how to use the security fobs and how to get to our room. She did offer to help us with our bags but on this occasion we could manage them ourselves.

The Perfect Innkeeper’s Lodge Guest Experience

As we were getting ready to head upstairs she said “If there is anything that you need during your time with us then just let us know. Enjoy your stay”.

Ask your manager for the full story…

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Innkeeper’s Lodge

Bitesize Guide

Guest Sat Super 6 Focus Areas Xxxxxxxxxxx IKL: Our super 6. Key focus areas Xxxxxxx Xxxxxxxxxxxx I am likely to recommend this IKL to a friend or relative (Net Promoter Score)

TEAM

Your Score:

Period & Date:

Target

45%

I will revisit Innkeepers Lodge

61% 58%

• Xxxxxxxxx Overall satisfied with my stay at this Innkeepers Lodge

Your Score:

Your Score:

Target

Target

1 - Reservation

56%

2 - Check In

60%

I found it easy to make my reservation

The team were warm and welcoming I was able to check in efficiently

I had all of the info related to my stay prior to arrival

The team gave me all the info I needed for my stay

3 - The Room

48%

4 - The Bathroom

46%

The room was clean The room was well maintained My bed was comfortable Overall I was satisfied with my room

The bathroom was clean The bathroom was well maintained The bathroom was adequately stocked Overall I was satisfied with the shower Overall I was satisfied with the bathroom

My pillows were comfortable

5 - Breakfast

51%

6 - The Team

53%

Overall I was satisfied with the breakfast

The team were obviousley enjoying their jobs I was satisfied with the hospitality I recieved from the team throughout my stay

The server interaction met my needs

The buffet breakfast was attractively presented and well stocked The buffet breakfast was fresh

The team were responsive to my needs

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Innkeeper’s Lodge

Bitesize Guide

Our Hub Log On Details

TEAM

To complete your on line e-learning you need to go to: www.ourhub.co.uk When using Our Hub for the 1st time you will need to register and will require your Employee ID number and date of birth to do this. Your On‐Line Training To complete your on line e-learning you need to go to : w . urhub.co.uk When using Our Hub for the 1 time you will need to register and will require  your Employee ID number and date of birth to do this. 

Our Hub Log On Details

TEAM

• After you have registered, pop in to the ‘eLearning’ menu where a list of ‘Mandatory’ and ‘Optional’ modules will appear. • These will differ depending on your job role. • The legal modules need to be completed during your 1st week of starting work. • All other modules have to be completed within your 1st 13 weeks of employment. • You will be paid for all on-line training that you complete which is processed via your wages.  After you h ve registered, p p in to the ‘eLearning’ menu where a list of  ‘Mandatory’ and ‘Optional’ modules will appear.   These will differ depending on your job role.   The legal modules need to be completed during your 1 st  week of starting  work.    All oth r modules h v to be completed within your 1 st  13 weeks of  employment.  

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Innkeeper’s Lodge

Bitesize Guide

 You will be paid for all on‐line training that you complete which is

Training Videos

IK

L Trainin

g videos

 availab

le 

TEAM

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Training Videos

Hi all, Just to let you know, there are 9 great IKL training videos available on Our Hub! These are fantastic training tools for new starters as well as being used for refresher training.

Th

ese are: 

 The G  A Gr  Grea  A Gr  Putti  Mak  Colla  Putti  Foldi

uest Jou eat Check t Housek eat Break ng up a tr ing a trav psing a tr ng up a s ng away 

rney  (2.5  In  (2.35 m eeping  (2 fast  (4.17 avel cot  ( el cot  (1.1 avel cot  ( ofa bed  (1 a sofa bed

1 mins)  ins)  .41 mins)  mins)  1 min)  1 mins)  1.27 mins .09 mins) (35 sces ec

• • • • • • • • •

) 

) 

A great tool for the WHOLE team.

A 

great tool

 for your 

WHOLE te

am  . 

Remember, you can view these via the pub computer, home pc, lap top, ipad etc at any time.

Re an

member, y time. 

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 the pub c

omputer

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Instrauctions fo how to access these are on the next page.

In structions Many thanks a d I hope y u find these helpful! s of how to  access t

hese are o

n the nex

t page. 

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Innkeeper’s Lodge

Bitesize Guide

Many th

anks and 

u find thi

s a useful

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id us on o

ur NPS 

I hope yo

Training Videos

TEAM

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hub.co.uk e ID & pa

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Training Videos

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long the t

Click 

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Scroll ‘Innke

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os available 

12

Innkeeper’s Lodge

Bitesize Guide



 tied back

 at all tim

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Hair to be

It is vitally important that we look professional and are clean, Hygienic and well presented. IKL Uniform Policy - “Looking the Part” form Po ing the  ssional and licy part”   are clean,  hygienic an d well pres ented.    Guys well  presente d with tid y hair, cle

Uni “Look

TEAM

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We must wear our IKL branded iniform in all IKL job roles for our own security and so it is clear to our guests that we are part of the team when we are in and out of their rooms.

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mbers polo shirt  rk blue fu ured, flat,

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Innkeeper’s Lodge

Bitesize Guide

IKL Facebook Group

TEAM

Join us on Facebook!

TEAM

Search for: IKL Team Members (Group) Share your photos & news from your lodge and keep up to date with everyone else! S arch for: IKL Team Members (Gr

14

Innkeeper’s Lodge

Bitesize Guide

Check In Service Cycle - Guests

CHECK IN

1. GREET

• •

Smile & say Hi

Use Eye contact • Acknowledge the guest

2. WELCOME

• • • •

Welcome the guest to your lodge Has the guest stayed with you before?

Have they had a good journey? Talk to the guest & not the computer screen

3. ENGAGE & PROCESS

• •

Retrieve paper work

Confirm the room type & number of nights they are staying Ask the guest to check their details including their email address , complete their car reg , nationality & sign

•

•

Process on Opera

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Innkeeper’s Lodge

Bitesize Guide

Check In Service Cycle - Guests

CHECK IN

Provide guest with relevant information such as: • Pub / Restaurant closing times •

4. INFORM

What time food and drink are served till

• • • • •

Location of night entrance

Free 02 Wi-Fi and how to log on Breakfast times and where it is served

Check out time

If they would like to make a reservation for dinner

•

Hand the guest their key with the number facing down Never verbally read aloud the room number Be clear with directions to the room Explain security fob system & night entrance Take the guest to their room / help with luggage if possible

5. DIRECT

CHECK IN

•

• •

•

• • •

Be genuine and smile

6. THANK

‘Enjoy your stay’

‘Let us know if there is anything else you need’

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Innkeeper’s Lodge

Bitesize Guide

Entering a Room Entering a room to be serviced by Housekeeping Before entering the room the housekeeper must knock on the door and announce ‘Housekeeping’. When a housekeeper is servicing a room they must always have door propped open and must be in uniform.

CLEANING

Entering a Room

Where the guest is present in the room, we are unable to service it.

The Housekeeper should offer to return later if the guest is going out.

Alternatively they should offer a supply of tea tray items, towels & toiletries.

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Innkeeper’s Lodge

Bitesize Guide

Entering a Room

CLEANING

Entering a room at a guest’s request.

Entering a Room

Neither a housekeeper nor manager should enter a guest’s room on their own for their own personal safety. Where a guest requests a manager or housekeeper to enter their room with them, they must get a second team member to accompany them.

They do not necessarily need to enter the room with the person but should be in the immediate vicinity whilst the guests request is being dealt with.

CLEANING

18

Innkeeper’s Lodge

Bitesize Guide

Keys

CLEANING

There must be 3 room keys held for all rooms on site as follows:

Keys

1. Key with Fob in use for current guests in secure place on check in area

2. Spare Key with fob held in a locked cupboard in the event of a lost key

3. Spare key only held in the safe

Room Key Security

All keys must be stored in a secure place that is under management control to prevent theft or unauthorised access to rooms. The current keys in daily use should be in a drawer or cupboard at the check in area (i.e. behind the bar) which is secured when not in use.

All spare keys must be stored in either a locked cupboard on the bar or within the Office.

When a check in area is away from the bar and is left unattended then all keys should be locked in a secure room / drawer / cupboard.

19

Innkeeper’s Lodge

Bitesize Guide

Keys

CLEANING

Lost Keys •

Keys

Any lost keys must be ordered and replaced straight away Replacement keys can be obtained from Chubb via 5555 • Master Keys must be obtained via your Area Building Manager • If a guest accidentally takes a key they can return it in the post to RSC, where it will then be sent back to the lodge. All fobs contain your business BUN number for identification • Guests cannot be charged for lost keys, you should use the spare available until the lost key is returned • Master Keys • Master keys must only be used by Managers and Housekeepers • You must NEVER use a master key as a spare key for a room key • Master keys should NEVER be given to a guest under any circumstances • Master keys must always be kept on a manager in person or in the safe • Master keys should be included in management handover between shifts • Master keys should always be on site and never taken off of site

CLEANING

You must account for all Sub Master (Housekeepers) Keys on a daily basis and in event of termination of employment.

In the event of a lost Master Key then all room locks will need to be changed.

20

Innkeeper’s Lodge

Bitesize Guide

Bedroom Cleaning Cycle

CLEANING

Cleaning an Innkeeper’s Lodge Bedroom

START

Bedroom Cleaning Cycle

3. Put lights on, open curtains and leave neatly

2. Whilst in the room the door must be left open using a wedge

1. Knock on the door and say ‘Housekeeping’

6. Check TV and remote are working. Remote inside ‘No smoking’ Tent card

5. Clean & tidy desk with up to date undamaged items and organised neatly

4. Strip / Remake bed to full IKL Spec

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Innkeeper’s Lodge

Bitesize Guide

Bedroom Cleaning Cycle

CLEANING

7. Re-set drinks tray to IKL spec. Always leave kettle EMPTY

8. Clean and dust all surfaces. Check up high for cop webs

9. Empty bin and replace with new liner

Bedroom Cleaning Cycle

10. Vacuum through, turn lights off, shut and lock door

CLEANING AN INNKEEPER’S LODGE BEDROOM

CLEANING

22

Innkeeper’s Lodge

Bitesize Guide

Bathroom Cleaning Cycle

CLEANING

START

Cleaning an Innkeeper’s Lodge Bathroom

Bathroom Cleaning Cycle

2. Clean toilet inside and out

3. Clean sink including taps and plug hole

1. Clean bath / shower. Ensure bath mat is present

6. Ensure all items are present: • 2 Soaps (in shower & by sink) • Tissues • Sani Bags • Plastic tumblers • Forgotten items card

4. Ensure all taps and chrome is shiny

5. 2 Toilet Rolls present with pointed ends

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Innkeeper’s Lodge

Bitesize Guide

Bathroom Cleaning Cycle

CLEANING

7. All towels white, clean and hung neatly

9. Vacuum bathroom including behind the door

8. Empty bin and replace with new liner

Bathroom Cleaning Cycle

10. Mop through and turn lights off

CLEANING AN INNKEEPER’S LODGE BATHROOM

CLEANING

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Innkeeper’s Lodge

Bitesize Guide

Eco Lab Room Poster

CLEANING

HOUSEKEEPING CLEANING PRODUCTS

Eco Lab Room Poster

XenseRain

Surfacecleaner forallwashable surfaces, including glass BrialTop

Air Freshener

Windows

Ready touseair freshener

HardSurfaces

ProShine Special

Polish for woodand polished and painted surfaces

DiesinMaxx

Acid cleaner disinfectant - EN1276,EN 1650&EN 13697

Bath /Shower /Toilet (outside) /Sink

IntoWC

Cleansand deodorises WCsand urinals

Toilet (inside)

PartNo:7000-1795

Helpline: 02920855540 HeadOffice:EcolabLtd,WinningtonAvenue,Winnington,Northwich,Cheshire,CW84DX

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Innkeeper’s Lodge

Bitesize Guide

IKL Cloured Cloth Guide

CLEANING

Blue for the loo

Cloured Cloth Guide

Pink for the sink (Bath & Shower)

CLEANING

Green for the clean

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Innkeeper’s Lodge

Bitesize Guide

Cleaning Kits Failing to prepare is preparing to fail, do you have all of the items ready in your cleaning kit??? • 3 coloured cloths (Pink for the sink, Blue for the loo, Green for the clean) • Diesin Maxx (Pink) Acid cleaner disinfectant for bathroom • Brial Top (Blue) Surface cleaner for all washable surfaces, including glass • Pro Shine Special (Polish for wood and polished and painted surfaces)

CLEANING

Cleaning Kits

• Into WC (toilet cleaner) • Xense Rain (Air Freshner) • Toilet Brush • Duster • Blue roll / paper towels

• Feather Duster • Rubber Gloves • Vacuum Cleaner (For bathrooms,

bedrooms & corridors) • Bag for dirty Laundry • Bin bag for rubbish • Door wedges

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Innkeeper’s Lodge

Bitesize Guide

Laundry, Storage and Laundry Trolleys

CLEANING

Laundry Rooms, Storage Cupboards and Laundry Trolleys

Although these areas are mainly used by housekeepers, Management & FOH team members will need access to these rooms out of housekeeping work times. Laundry rooms and storage cupboards must be kept clean, tidy and organised at all times. These rooms need to be locked and secured out of housekeeping and the keys need to be kept on site in case anything is needed after the housekeepers have gone home.

Laundry Rooms, Storage Cupboards and Laundry Trolleys

The following items should all be stored safely and securely in the lodge storage rooms:

• All linen (Sheets, duvet covers & pillow cases) • All towels (bath sheets, hand towels & bath mats)

• All items for bathrooms (soap, tissues, toilet rolls, plastic tumblers) • All items for the tea & coffee tray (tea bags, coffee sachets, sugar sachets, milk portions & biscuits) • All paper paraphernalia (menus, guest satisfaction cards, lodge guides etc) • ‘Forgotten items’ (Toothbrush & toothpaste, Shaving kit, Comb, Sewing Kit, Cotton wool & buds, Ladies sanitary kit) • All lodge specific cleaning chemicals • Spare pillows & Duvets

CLEANING

28

Innkeeper’s Lodge

Bitesize Guide

Laundry, Storage and Laundry Trolleys

CLEANING

Laundry Rooms, Storage Cupboards and Laundry Trolleys

• Travel cots & cot bedding • Vacuum Cleaner • Irons & ironing boards

• Feather duster • Mops & buckets • Rubber bath mats • Spare batteries for remote controls • Light bulbs • Spare items such as shower curtains, mattress protectors etc • Clearly labelled lost property • Def‐call alarm packs (for hearing impaired guests)

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Innkeeper’s Lodge

Bitesize Guide

Laundry, Storage and Laundry Trolleys

CLEANING

Laundry Rooms, Storage Cupboards and Laundry Trolleys

Laundry Rooms, Storage Cupboards and Laundry Trolleys

As you can see, we have a lot of items to store.

Due to this, we should NOT have any unnecessary items in these areas, including personal belongings.

Key rules: • Clean & dirty linen need to be separated at all times • Laundry must be kept on shelving and never on the floor • All shelves containing laundry must be clearly labelled • Ensure everything is clean, tidy and organised • Ensure the keys are available to enter these rooms at all times

Laundry trolleys Key points to using laundry trolleys:

CLEANING

• Make sure they are fully stocked with everything you need • Make sure they are stable and are not going to fall over • Make sure they are never blocking a fire exit door • They must be pushed in to a locked cupboard / room at the end of your shift – NEVER left in view of guests • All trolleys need to be clean, neat and tidy at all times

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Bins As an IKL standard we have 2 bins in our rooms. 1 in the bedroom and 1 in the bathroom. Every bin must have a bin liner in it at all times. This means we only have to touch the bin liner and not the contents of the bin  The liners also protect the inside of the bin

CLEANING

Bins

Where they go:

• The bathroom bin should be as close to the toilet as possible • The bedroom bin should be as near to the tea tray as possible • This will stop guests dripping tea bags over the carpet when walking to the bin

Empting the bins:

• Remove the liner and tie in a knot • Put in to a big refuse sack • The big refuse sack needs to be taken out of the lodge and placed in to the Biffa bin at the end of the shift • Rubbish should never be kept in the lodge overnight due to health and safety

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Bed Spec

CLEANING

ALL Linen is to be plain white, undamaged and crease free

Your Perfect IKL Bed

All pillows & duvets need to be clean, plump and fluffy

All mattresses in great condition & rotated every 3 months

The duvet should always be 1 size bigger than the bed (E.G double quilt on single bed, king size quilt on double bed etc)

All beds to be lump and bump free with tidy corners

See diagram on next page

CLEANING

EVERY mattress must have a good & clean mattress protector on it!

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Bed Spec ALL Linen is to be plain white, undamaged and crease free

CLEANING

Your Perfect IKL Bed

1 cushion per bed Clean and plump

Pillows: 2 x Plump Pillows on Single Bed

4 x Plump Pillows on Double Bed

Plus 2 spare in wardrobe

Plain white sheet pulled tight with no wrinkles

Plain, Clean, crease free and white valance

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Tea Tray spec

CLEANING

Contents: • 1 x Empty and lime scale free kettle • 2 x Clean mugs with a biscuit on top • 2 x Clean tea spoons • 4 x Twining’s Every Day tea bags (in envelope packets) • 4 x Nescafe coffee sachets • 4 x Nescafe De‐Café coffee sachets • 4 x White Sugar Sachets • 4 x Brown Sugar Sachets • 4 x Sweetener Sachets • 4 x UHT milk portions

Your Perfect Tea Tray: 

Your Perfect Tea Tray

Contents:   1 x Empty and lime scale free kettle   2 x Clean mugs with a biscuit on top   2 x Clean tea spoons   4 x Twining’s Every Day tea bags (in envelope packets)   4 x Nescafe coffee sachets    4 x Nescafe De‐Café coffee sachets  

Looking after your tea tray • Kettles must be left EMPTY • ALL items need to be clean and dust / debris free • All cups need to be washed via the pot wash machine • Tea trays and the surrounding walls need to be deep cleaned every week • Kettles need to be de‐scaled every month

• We need to check that all food items are in date • Ensure extra products are put out when a family room is used for more than 2 people • Keep a few of each item on the check in area so if a guest requires extras during their stay this is easy for the FOH teams to find

CLEANING

 4 x White Sugar Sachets   4 x Brown Sugar Sachets   4 x Sweetener Sachets   4 x UHT milk portions  

Looking after your tea tray   Kettles must be left EMPTY 

34  ALL  items need to be clean and dust / debris free    All cups need to be washed via the pot wash machine   Tea trays and the surrounding walls need to be deep cleaned every week   Kettles need to be de‐scaled every month    We need to check that all food items are in date

Innkeeper’s Lodge

Bitesize Guide

Fully Stocked Bathroom Guide Sanitary Bags In clean, shiny chrome box Facial Tissues In clean, shiny chrome box

CLEANING

2 x Soap dispensers Liquid soap by sink Hair, body & hands in shower Or Neutrogena alternatives

Forgotten items card

Fully Stocked Bathroom

Towels Bath sheets, hand towels & bath mat

Toilet Rolls 1 on and 1 spare

Plastic beakers Individually wrapped

Small bin Complete with liner

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Point of Sale

CLEANING

Point of sale and where it goes... 

Point of Sale Point of Sale and where it goes...

Every thing you need to know guide On the desk with emergency phone number written in the white box

Smoke Free Sign By TV with remote control inside

IKL Guest Sat Survey Card On the desk

CLEANING

Do Not Disturb Sign Hung on the inside of the bedroom  door handle

Forgotten items card In the bathroom 

All Point of sale items and menus need to be in a good state of repair, in date and  in every room at all times.

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Bitesize Guide

Lost Property

CLEANING

Lost Property

Sometimes our guests leave items behind when they check out. If this happens you need to keep it safe as per policy below.

What to do: • Place the item(s) in a clear bag

• Fill in a ‘Lost Property Label’ with: Date found, Room Number, Guests Name & Item(s) found

• Put the label onto the seal of the bag

• Tell the Duty Manager in case the guest phones up. If it is a large or valuable item, the manager needs to phone the guest

• Fill in the Lost Property book (as per below)

• We need to keep any lost property for 3 months. After 3 months we can get rid of the items

• Always keep mobile phone charges etc behind reception. These can then be used by other guests if they have forgotten theirs  • Any valuable items (i.e. phones, tablets, jewellery) need to be labelled and kept in the safe

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Lost Property

CLEANING

Suggested Layout

Guest to sign on collection

Lost Property Book – Suggested Layout

Lost Property Book

CLEANING

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CLEANING Do not Disturb Signs If a guest has a ‘Do Not Disturb’ sign on their door we must make sure that we are quiet when servicing the rooms attached to it and also in the corridors outside these rooms (including vacuuming) as the guest may be sleeping.

Do not Disturb Signs

Check out day If the sign is still on the door past midday on the guest’s day of departure, we can knock to see if the guest is still present.

If they are then we need to apologise and politely remind them that our check out time is midday.

Stay over guests If you get to the end of your shift and the guest still has their ‘ Do Not Disturb’ sign on their door, you will need to get you manager to print a DND Service note & pop it under the door. Also, leave a bag outside the door with towels, toilet roll and tea tray items in.

You will need to write a note in the handover diary to say what you have done.

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Do not Disturb Signs

CLEANING

If the bag of goods is still outside the room the following morning and the guest has not made contact then you must call the manager to check the room.

Do not Disturb Signs

For safety purposes, each guest must be checked on at least once during each 24‐hour period.

CLEANING

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Bitesize Guide

Breakfast

BREAKFAST

Breads & Spreads Station 

Breads & Spreads Station 

Breads & Spreads Station

Breads & Spreads Station

Jam Stand: • Strawberry Jam - Bottom Left • Blackcurrant Jam - Bottom Middle • Raspberry Jam - Bottom Right • Marmalade - Top Left • Honey - Top Right

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Innkeeper’s Lodge

Bitesize Guide

Breakfast

BREAKFAST

Breads & Spreads Station

Breads & Spreads Station

BREAKFAST

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Innkeeper’s Lodge

Bitesize Guide

Breakfast Beverages and Drinks Station

BREAKFAST

Beverages & Drinks Station 

Beverages & Drinks Station 

Beverages & Drinks Station

Tea Stand: • Twinings Every Day Tea bags - Bottom Left • Nescafe & Nescafe De-Caf Coffee - Bottom Middle • Twinings Every Day Tea bags - Bottom Right • Sweetner - Top Left • White & Brown sugar sachets - Top Right

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Innkeeper’s Lodge

Bitesize Guide

Breakfast

BREAKFAST

Beverages and Drinks Station

Beverages & Drinks Station

BREAKFAST

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Innkeeper’s Lodge

Bitesize Guide

Breakfast Cereal Station

BREAKFAST

Cereal Station 

Cereal Station

Kellog’s Cereal Stand:

• Top Row ( L - R ) : Corn Flakes, Bran Flakes, Special K, Fruit & Fibre, Muesli • Bottom Row ( L - R ) : Rice Krispies, Coco Pops, Frosties, Crunchy Nut, Weetabix

Porridge pots are to go in front of the stand

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Innkeeper’s Lodge

Bitesize Guide

Breakfast

BREAKFAST

Cereal Station

Cereal Station

BREAKFAST

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Innkeeper’s Lodge

Bitesize Guide

Breakfast Breakfast Quality Tips

BREAKFAST

Quality Breakfast Tips

Breakfast Quality Tips

Your Set Up... • Ensure all tables have clean, white, ironed  table cloths • All equipment is clean and in full working  order • All crockery & glasses are clean and  cutlery polished • All Jam bowls are clean and debris free • Line trays with a napkin • Tongs must be available for food handling  of all bread items • Ensure Yoghurts, Butter and Sunflower  spread are on a bed of ice • Fresh fruit must always be ‘Fresh’ • Ensure you have ice in all cores of jugs &  milk urns • Make sure you have cooked breakfast  menus available • Make sure you have IKL guest sat survey  slips available to engage with the guests  

Your Guests...  Are your guests going to ‘Strongly Agree’ to  the following questions on the guest  satisfaction survey? • Overall I was satisfied with the breakfast • I felt that the level of server interaction  met my needs during breakfast • The complimentary buffet breakfast was  attractively presented & well stocked • The complimentary buffet breakfast  provided was fresh Are you offering your guests a                 ‘Quality Breakfast’? Are you above the brand target of 51% ? 

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Bitesize Guide

HEALTH & SAFETY

Health & Safety

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Innkeeper’s Lodge

Bitesize Guide

HEALTH & AFETY

Lodge Security We must keep ourselves, our belongings, our guests and our lodge safe and secure at all times! All of the doors to the lodge (from outside and from the pub) have a magnetic lock on them. Our guests will have a fob which opens the door. If the locks are not working you must tell a manager straight away for them to get it fixed!

HEALTH & SAFETY

Lodge Security

We must make sure we check ID of anyone who has come to fix something. If they are going in to a stay over room, we must go with them.

We need to lock all laundry cupboards and storage rooms at the end of shift but the keys must stay on site.

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Innkeeper’s Lodge

Bitesize Guide

Accidents and Incidents

HEALTH & SAFETY

As a team member, you must do everything you can to keep yourselves, your team mates and your guest’s safe at all times.

Accidents and Incidents

If there is an incident or accident, then you must do what you can and tell a member of management straight away.

If you spot anything that you think is a hazard and is dangerous, you must tell the duty manager straight away.

Things like:

• Broken / damaged furniture

• Broken / damaged windows and window restrictors • Carpet coming up creating a trip hazard

• Broken / damaged travel cot

• Broken plugs

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HEALTH & AFETY

HEALTH & SAFETY Bed Bugs Thankfully this is not something that we come across every day but we do need to know what to look for. Bedbugs are small blood‐sucking insects that can live in cracks and crevices in and around the bed. They crawl out at night, bite exposed skin and feed on blood, just as mosquitoes do.

Bed Bugs

Although bedbugs can be upsetting and stressful to find, they are not dangerous.

The bugs are usually transported in luggage, clothing, furniture and bedding from one building to the next. This makes it easy for our guests to unknowingly spread bedbugs. They’re not attracted to dirt, so a bedbug infestation isn’t a sign of un‐cleanliness but as they feed on blood, this is not a very nice for guests and therefore we need to keep our eyes open and report any suspicions to a manager straight away.

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Bed Bugs

HEALTH & SAFETY

What to look for During your daily duties, here are some sign of bed bugs for you to look out for: • A guest may have a unexplained skin rash or itchy bump which they tell you about (although not everyone develops this) • Black spots on your mattress – this could be the bugs dried poo • Mottled shells that bedbugs may have shed • Small blood spots on sheets where guests may have rolled over and squashed a bug after it has fed • There may be an unpleasant, musty scent in rooms with a large infestation – adult bedbugs produce this odour with their scent glands when disturbed • We must ensure that all mattresses are thoroughly vacuumed prior to rotating every 3 months

What to Look For

If we have a bed bug outbreak in our lodges we must inform the duty manager straight away for them to phone the relevant company to assist with the problem and take the room off of sale. As housekeepers, we must : • Bag up all of the linen from the affected room in its own bag, leave in the affected room and inform the laundry company. • We should not move any items from this room to another. • Vacuum cleaning needs to be undertaken

We MUST

before and after treatment to assist with physical removal. The vacuum cleaner will need to be emptied prior to being used in another room.

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Innkeeper’s Lodge

Bitesize Guide

HEALTH & AFETY

Fire Evacuations

HEALTH & SAFETY

Fire Evacuations

Fire Evacuations

Fire can be very dangerous and we need to make sure we know what we are doing if the fire alarms go off and we need to get out of the building. It is important to know where all of the emergency exits are so you can get yourselves and our guests out quickly. If the fire alarm goes off when you are working, you must following evacuation procedures as per training. Housekeepers would need to put any items that are in the corridor in to the nearest room (e.g. laundry trolleys, linen bags, vacuum cleaners etc) to make sure us and our guests can get out of the building safely .

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Bitesize Guide

Norovirus / Ill Guests

HEALTH & SAFETY

Norovirus is a horrible illness which makes people very sick and is very contagious!

Norovirus / Ill Guests

If we have had an ill guest in our rooms that has had sickness & diarrhoea, we must make sure that the whole room is sanitised when they depart to make sure the next guest doesn’t catch it.

When doing this we must always wear gloves and clean ALL areas with the Desguard 20 chemical.

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HEALTH & AFETY

Cleaning of Body Spillages Although very unpleasant, we may come across bodily fluids whilst conducting our day to day duties.

HEALTH & SAFETY

Cleaning of Body Spillages

When cleaning / dealing with bodily fluids, we must ensure that we use gloves and an apron for our own protection.

The contaminated area needs to be washed with water and a detergent, treated with sanitiser or disinfectant, left for at least ten minutes and re‐washed with clean water, using a clean disposable cloth, mop or brush which has not been previously contaminated.

We must throw away all cleaning cloths after the task is complete.

As and where permanent damage has been caused to a room, we must report this to the duty manager straight away.

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Bitesize Guide

Untidy Rooms

HEALTH & SAFETY

Sometimes our ‘stay over’ guests have lots of belongings with them and are very messy which makes it hard for us to clean the room. If you ever come across a messy room that you are not happy with, then get a manager to work with you to clean the room. This way, if a guest miss‐places an item, the manager can say that they were with you when the room was cleaned.

Untidy Rooms

In these rooms we should make the bed, clean the bathroom and vacuum where we can.

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HEALTH & AFETY

HEALTH & SAFETY Travel Cots Some of our guests will be children will require a cot. As and when a guest has requested the use of a cot prior to their arrival, it is our job to ensure this is set up and ready for them on arrival.

Travel Cots

Each time a cot is set up, we must:

• Make sure the cot is clean • Make sure the cot is safe • Check to make sure that the cot is put up correctly and stable • Fill in the Cot Check document • Make to IKL Standards (Fitted sheet on mattress with the flat sheet and the blanket neatly placed over the end of the cot).

All cot Bedding (Fitted sheet, flat sheet & blanket) needs to be stored in a covered container to ensure it remains clean in between uses.

All cot bedding is laundered in house. We need to ensure this is not sent off with the laundry as we will not get it back.

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Travel Cots

HEALTH & SAFETY

Travel Cots

There are training videos available on Our Hub to help with training on putting up, making and colapsing the travel cots.

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HEALTH & AFETY

H&S Training

1.03

MANUAL HANDLING TECHNIQUES

PURPOSE OF THE TRAINING EXERCISE:

To ensure that members of staff know how to lift and undertake handling activities in a safe manner. All team members must undertake an individual manual handling risk assessment to check for pre- existing health conditions and ensure they are comfortable with the tasks they perform

All team members must be trained in the correct lifting technique

TRAINING AIDS:  A package of bottles or wine  Your site specific manual handling risk assessment (this should be contained in the H&S section of your Policies and procedures manual). TRAINING METHOD:  This is a practical exercise. It is recommended that the trainer studies the notes and diagrams provided in these training notes and uses package of bottles or wine to demonstrate a correct lift, carry and placement.  Then invite each team member to demonstrate the correct procedure EXPLAIN TO THE TEAM: Almost half of all reported illnesses due to work activities are linked to muscle and joint injuries, many of which are caused by incorrect manual handling practices. Around 12 million working days per annum are lost due to work-related musculoskeletal disorders.

For this training session we will do a practical exercise to remind us of the safest way to lift and carry heavy objects.

Trainer to demonstrate and talk through the following procedure: Recommended Personal Lifting Limits

Safety Assurance Dec 15

H & S Training 1.03