Gra S.O.P's

THE RESERVE HOTEL & CASINO

EVS/HOUSEKEEPING DEPARTMENT

WELCOME TO THE RESERVE HOTEL & CASINO!

We appreciate your desire to join us and wish you every success during your orientation and training period. You will soon learn that what you are about to do in your new position can bring happiness and self satisfaction regardless of whether your job has you performing directly in front of the public or in support of those who do.

All of us were inexperienced in the Ameristar philosophy of customer service when we started, so you will find the supervisors and managers understanding of your need to be properly trained and ready to help, if and when you need them.

We also know you will have many questions about your job, company policies, the "DO'S AND DON'TS", promotional opportunities, and your own opportunities to grow. Don't be afraid to ask questions, because answering those questions are important to us both, and don't be afraid of making a mistake, it is from our mistakes that we learn our best lessons and grow.

Because this may be your first exposure to the hotel - casino industry, it will be helpful to give you a brief outline of the areas that make up our facility. There are four main divisions: Food and Beverage, Casino, Marketing, and Hotel. In addition, there are the very important support areas such as Human Resources, Purchasing/Receiving, Security and Accounting.

Within each main division, there are departments. The Food and Beverage Division, for example, takes care of the restaurants and kitchens and operates the lounges.

The Casino is responsible for generating the majority of the Reserve's revenue. Table Games, Keno, Sports Book, Slots, and Bingo are all part of the Casino operations.

The Front Office, PBX, Valet, Reservations, Gift Shop, Housekeeping and Environmental Services are all a part of the Hotel Division.

The fourth division, Marketing and Sales, has the vitally important job of selling the hotel's products, food and beverage, casinoÐ'...and THE RESERVE'S IMAGE! Although Marketing promotes the facility, every employee working at The Reserve Hotel & Casino needs to sell the facility to our guests! It is our job, as Team Members, to inspire our guests to return to The Reserve.

As time goes on, you will become familiar with all phases of the operation and the key people who manage and work each area. Initially, try to become familiar with the people you will be in the closest contact with.

The EVS/Housekeeping Department is comprised of the following:

* ENVIRONMENTAL SERVICES

* HOTEL HOUSEKEEPING

* GROUNDS and LANDSCAPING

Two Primary Goals of the EVS/Housekeeping Department are:

* SERVICE

The Reserve Hotel & Casino maintains the highest standards of service. Every effort must be made to accommodate and service our guests and fellow employees.

* QUALITY

Quality is of the highest priority. All of our guests MUST be able to relax in CLEAN, QUIET, and COMFORTABLE Surroundings.

QUALITY ASSURANCE STANDARDS

1. GUEST SATISFACTION IS THE NUMBER ONE PRIORITY.

2. Guest interactions are efficient, expedient, and professional.

3. All guest interactions for information or services are followed through until guest satisfaction is achieved.

4. Employees at all levels demonstrate initiative and follow through in satisfying guests.

5. Employees anticipate guest needs by suggesting services.

6. Employees make consistent efforts to thank every guest and encourage them to return.

7. When dealing with guest complaints, employees portray an attitude of concern, acknowledge the inconvenience, and offer alternatives.

8. All employees are knowledgeable about information for each area, hours of operation, facilities, and established guidelines of special programs and promotions.

9. Employees are in proper uniform and meet The Reserve's grooming standards.

10. Employees are aware of department procedures and guidelines.

11. All facilities and equipment are kept clean and maintained in proper working order.

12. Responsibility is taken by all employees to ensure that cleanliness is maintained in all work areas.

13. Responsibility is taken by all employees to ensure a safe and supportive work environment.

EVERY EMPLOYEE IS RESPONSIBLE FOR THE CLEANLINESS OF THEIR WORK AREAS AND THE GENERAL CONDITION OF THE FACILITY.

ALL EMPLOYEES ARE AN ACTIVE MEMBER OF THE PICK-UP CLUB, AND ARE RESPONSIBLE FOR THE APPEARANCE OF THE ENTIRE PROPERTY.

SERVICE BASICS

1. Recognize and acknowledge our guests.

2. NEVER say "No" or "I don't know" - offer an alternative.

3. Anticipate our guests' needs - try to exceed their level of expectation.

4. Always use English or the appropriate language when necessary.

5. Always use proper diction and etiquette when speaking to guests and fellow employees.

6. Always establish eye contact with our guests. Do not stare in another direction when speaking with a guest.

7. Always address our guests as Sir or Ma'am, i.e. "Excuse me Sir" or "Ma'am, please watch your step".

8. Use