THE FEDERAL POLYTECHNIC, ILARO

SCHOOL OF PURE AND APPLIED SCIENCES

DEPARTMENT OF HOSPITALITY MANAGEMENT

COURSE TITLE:
ACCOMMODATIONS OPERATION

COURSE CODE: HMT 313

NAME:
OJO FUNMILAYO CHRISTIANAH

MODULE TITLE:
NEWLY RECRUITED EMPLOYEE ORIENTATION
& TRAINING PROGRAM

NAME OF ORGANIZATION: SHERATON HOTEL

MODULE DURATION: TWO WEEKS

SUBMITTED TO
DR EDDY NWOKORIE

FEBRUARY, 2025
 NEW EMPLOYEE TRAINING MODULE
INTRODUCTION
This two-week training program is designed to equip newly recruited employees with the
knowledge, skills, and behavioral standards required to excel in an international hotel setting.
The training covers core hospitality principles, customer service, hotel policies, safety
procedures, and department-specific functions.
The program will use a blend of classroom learning, hands-on training, role-playing, and
interactive assessments. Trainers will include department heads, experienced staff, and
external hospitality experts. At the end of the training, employees will be evaluated to ensure
they are prepared for their roles.

TRAINING SCHEDULE & CONTENT

Week 1: Foundation & Core Hospitality Skills

Day 1: Hotel Orientation & Corporate Culture

The first day introduces employees to the hotel's history, vision, and corporate culture. The
General Manager and Human Resource Manager will conduct a welcome session, providing
an overview of expectations and work ethics.
Employees will then be taken on a guided hotel tour, visiting key areas such as guest rooms,
the front office, housekeeping, restaurants, banquet halls, and recreational areas. This will
help them understand how different departments interact to provide seamless guest service.
The day concludes with a session on hotel policies and code of conduct, covering
attendance, leave policies, dress code, workplace ethics, and anti-harassment policies.
Employees will also learn about the importance of teamwork, diversity, and cultural
sensitivity in a global hospitality setting.

Day 2: Customer Service Excellence

Exceptional guest service is the foundation of the hospitality industry. This session covers:
 Understanding Guest Expectations: Employees will learn how to anticipate and
exceed guest expectations, using hospitality etiquette, body language, and
professional communication.
 Effective Communication Skills: Training will focus on verbal and non-verbal
communication, active listening, and professional telephone/email etiquette. Special
attention will be given to handling international guests and language barriers.
  Handling Guest Complaints & Conflict Resolution: Employees will be trained on
problem-solving strategies, de-escalation techniques, and maintaining professionalism
in difficult situations. Role-playing exercises will be used to simulate real-life
scenarios.

DAY 3: FRONT OFFICE OPERATIONS

For employees working in reception and reservations, this session will cover:
 Check-in & Check-out Procedures – Employees will learn how to manage guest
arrivals and departures efficiently.
 Reservation Systems & Billing – Hands-on training on the hotel's Property
Management System (PMS) will be provided.
 Guest Profile Management – Employees will be taught how to personalize guest
experiences by recording preferences and special requests.

DAY 4: HOUSEKEEPING & HYGIENE STANDARDS

Housekeeping is essential for maintaining the hotel’s reputation. This session covers:
 Room Cleaning Procedures – Step-by-step training on room preparation, linen
management, and restocking amenities.
 Hygiene & Sanitation Protocols – Employees will learn about deep cleaning, waste
disposal, and COVID-19 hygiene standards.
 Inventory & Laundry Management – Efficient use of housekeeping supplies and
uniform/laundry handling will be taught.

DAY 5: FOOD & BEVERAGE SERVICE STANDARDS

For employees working in the restaurant, bar, and banquet services, training will include:
 Table Setting & Serving Techniques – Employees will learn proper table setup,
serving etiquette, and handling guest requests professionally.
 Order-Taking & POS System Training – Hands-on practice with digital ordering
systems and menu knowledge.
 Food Safety & Hygiene – Understanding HACCP principles, safe food handling, and
managing dietary restrictions.
WEEK 2: ADVANCED TRAINING & DEPARTMENT-SPECIFIC SKILLS
Day 6: Hotel Security & Emergency Procedures
Guest safety is a top priority. Employees will receive training on:
 Fire Safety & Evacuation Protocols – How to respond to fire alarms, use
extinguishers, and assist in guest evacuation.
 Handling Medical Emergencies – Basic first aid, CPR training, and procedures for
calling emergency services.
 Data Privacy & Guest Security – Protecting guest information, recognizing fraud,
and preventing unauthorized access.

DAY 7: SUSTAINABILITY & ENVIRONMENTAL RESPONSIBILITY

Sustainability is crucial in modern hospitality. This session covers:
 Eco-Friendly Hotel Practices – Reducing water and energy consumption, proper
waste disposal, and using sustainable products.
 Corporate Social Responsibility (CSR) Initiatives – Employees will be introduced
to the hotel’s community outreach programs and encouraged to participate in
environmental conservation projects.

DAY 8: DEPARTMENT-SPECIFIC TRAINING (PART 1)

Employees will now receive intensive training in their assigned departments. Some areas
include:
 Front Office: Advanced guest relations, upselling techniques, and handling VIP
guests.
 Housekeeping: Efficient room inspection, minibar restocking, and dealing with lost
& found items.
 Food & Beverage: Bartending basics, banquet event setup, and special dietary
accommodations.

DAY 9: DEPARTMENT-SPECIFIC TRAINING (PART 2)

This day continues with:
 Maintenance & Engineering Staff: Handling technical issues in guest rooms, air
conditioning systems, and plumbing maintenance.
 Recreation & Spa Staff: Delivering exceptional spa and fitness services, managing
pool safety, and promoting wellness programs.
  Event & Banquet Staff: Coordinating conferences, wedding setups, and handling
audio-visual equipment.

Day 10: Leadership & Career Growth in Hospitality

This session provides insight into career development within the hospitality industry. Topics
include:
 Pathways for Career Advancement – Employees will learn about promotion
opportunities, leadership training, and professional growth within the hotel.
 Time Management & Work-Life Balance – Strategies for managing stress,
improving efficiency, and maintaining a positive work environment.

FINAL TRAINING DAYS: EVALUATION & CERTIFICATION

Day 11: Hands-on Assessment & Role-Playing
Employees will undergo practical assessments in their respective roles. Trainers will observe
their ability to:
 Handle guest interactions professionally.
 Follow correct procedures in their departments.
 Resolve simulated guest complaints efficiently.

Day 12: Feedback, Mentorship, & Employee Q&A

Employees will participate in an open discussion, sharing their training experiences and
asking questions. Each new employee will be assigned a mentor for their first three months
to provide guidance and support.

DAY 13: FINAL EVALUATION & WRITTEN TEST

A final written test will assess employees on hotel policies, customer service standards, and
department-specific knowledge.

DAY 14: CERTIFICATION & GRADUATION CEREMONY

Employees who successfully complete the training will receive a Certificate of Completion.
The General Manager will deliver a speech, welcoming them officially to the hotel team. A
small celebration will follow, fostering team bonding and morale.
Post-Training Support & Continuous Learning
Even after the initial training, employees will receive continuous support through:
 Monthly Performance Evaluations – Supervisors will provide feedback and suggest
areas for improvement.
 Refresher Courses & Workshops – Employees will have access to periodic training
to update their skills.
 Career Development Programs – Employees interested in leadership roles can
enroll in advanced hospitality training programs.

Conclusion
This two-week structured training program ensures that all new employees are well-prepared
to deliver exceptional guest experiences while upholding the hotel’s brand standards. With
continuous learning opportunities and mentorship, employees can build rewarding careers in
the hospitality industry.