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Hotel Manager

Competency-Based Apprenticeship
Sponsoring Company:
Hilton Worldwide
O*Net Code
Rapids Code
Req. Hours
Jul 16, 2021
Jul 16, 2021

Competency-Based Skills

40 skill sets | 254 total skills
Finance: Overview, Internal Controls/Audits and Guest Service
Describe three (3) key responsibilities of Finance.
Describe the basics of the Daily Report and explain the report’s importance.
Explain the purpose of Standard Practice Instructions (SPIs) and Standard Operating Procedures (SOPs).
Describe the significance of Generally Accepted Accounting Principles (GAAP), Sarbanes Oxley and Internal Control Environment.
Review and interpret the Chart of Accounts for individuals ‘home’ department.
Describe five (5) controls in place to monitor cash.
Describe the purpose and frequency of General Ledger Reconciliations.
Cite the hours of operation of Finance and the three (3) most common guest inquiries.
Answer, with assistance nearby, basic guest billing inquiries.
Assist in responding to an unsatisfied guest and assist in applying an appropriate level of Service Recovery.
Finance: Forecasting
Explain what a forecast is and its purpose.
Read basic information from the Annual Budget and Rolling Forecasts.
Calculate Flow-Through, Income Before Fixed Charges (IBFC) Margins, Earnings Before Interest, Taxes, Depreciation and Amortization (EBITDA) Margins and Cost-per–occupied-room (CPOR).
Explain and apply zero-based expense forecasting (if applicable).
Describe how the rooms occupancy and Average Daily Rate (ADR) forecast is prepared.
Describe the difference between a “Normal” Project and an “Extraordinary” Project.
Determine what types of items are put in Furniture, Fixtures and Equipment (FF&E) and provide five (5) examples.
Cite three (3) Capital Projects slated for this year and why they are important.
Define the Budget Expenditure Report (BER) process and its importance.
Define a Product Improvement Plan (PIP).
Finance: Financial Reporting and Management
Read and interpret the Trend of Operations.
Review and interpret the Profit and Loss (P&L Statement) for individuals ‘home’ department.
Describe the process used to ensure the accuracy of the Balance Sheet each month.
Read and interpret the Cash Flow Statement and identify potential opportunities and threats.
Explain the differences between prepaid and deferred charges and record the entries accurately.
State the Month-End Closing deadline.
Review the Detail Trial Balance on one expense General Ledger (G/L) Account in individuals ‘home’ department, including tracing Journal Entries and identifying types of items recorded to the G/L Account.
Review the Financial Statement and identify any deviations from Budget.
Describe how Finance the monitors and tracks hotel revenue and expenses.
Assist in applying wage and overtime controls in a mock scheduling exercise.
Process a mock department payroll accurately.
Finance: Accounts Payable and Accounts Receivable
Participate in a collection call.
Assist in the assembly of an Accounts Payable (A/P) Invoice Packet, verifying completion prior to payment.
Review and assist in the closeout of a purchase order in Birch Street.
Describe the Accounts Payable (A/P) invoice schedule, including discounts.
Determine when to set up an account as prepaid or deferred.
Complete an expense report and audit one for accuracy.
State the three (3) most common billing errors and why they occur.
Assist in the assembly of an Accounts Receivable customer invoice.
Observe the process of setting up group billing instructions.
Explain the controls that ensure payments are posted in Accounts Receivable (A/R).
Explain the purpose of a Letter of Credit and when the hotel would request one of a customer.
Describe the process to write off an account, including authorization and effect to the Operating Statement.
Food and Beverage: Overview and Food and Beverage
Describe the basic relationships among the different departments in Food and Beverage.
Explain the various questions asked related to Food and Beverage.
Describe the highest revenue-producing holiday and/or special events held in the restaurant(s).
Describe three (3) key advertising initiatives and their associated costs.
Estimate, with the assistance of a Food and Beverage representative, the projected revenue for the current month.
Food and Beverage: Restaurants, Lounges, Room Service, and Refreshment Center
Take five (5) restaurant reservations with the assistance of a Food and Beverage representative (if applicable).
Greet and seat a guest.
Set a table for breakfast, lunch and dinner (if applicable).
Walk through the steps of service with a Food and Beverage representative.
Serve a meal to guests according to standard.
Assist in a Room Service meal delivery.
Present a check to a guest.
Enter an order into Point-of-Sale/Cashiering system with the assistance of a Food and Beverage representative.
Name five (5) basic products offered in the Refreshment Center.
Food and Beverage: Banquets, Catering, and Event Services
Describe the relationship of Banquet Service to Catering/Event Services and Sales.
Read a Banquet Event Order (BEO) and identify key factors in planning an event.
Describe three (3) common ballroom/banquet room sets.
Assist in the set-up of three (3) events, with two (2) being buffet presentations
Describe the difference between at least three (3) types of banquet beverage service.
Describe the expectation of Restaurant Experience in Banquets.
Food and Beverage: Culinary/Chefs
Name three (3) ways to control food cost.
Describe the cuisine at each restaurant (if applicable).
Name three (3) characteristics we look for when receiving food from a vendor.
Explain basic food safety precautions taken in the kitchen.
Compose three (3) basic/most popular plate presentations.
Identify two (2) solutions to control food waste more effectively.
Identify three (3) potential hazards in the kitchen and the measures taken to prevent them from occurring.
Identify potential sanitation deficiencies and the measures taken to prevent them from occurring.
Food and Beverage: Beverage
State the hotel’s age requirements for drinking and for serving alcohol.
Describe three seasonal drinks and what they contain.
List the signs of the over-consumption of alcohol by a guest.
Role-play “cutting off” a guest.
Name five (5) ways we control beverage costs.
Food and Beverage: Stewarding
State the average annual cost of each of the Big Five.
State five (5) measures taken to control inventory (prevent loss, breakage, etc.).
Describe the frequency and content of Health Department Inspections.
Name five (5) daily sanitation procedures.
List two (2) ideas to ensure the waste program is working efficiently.
Food and Beverage: Purchasing/Storeroom
Place a non-capital item order through Supply Management via Birch Street.
Place an order of food and beverage products via Birch Street.
Requisition three (3) items out of the food storeroom using proper procedures.
Assist in the receipt and storage of a food delivery.
Complete a Food Storeroom Requisition from the Kitchen or Bar.
Describe in detail the monthly physical inventory process.
Explain the numerical control labels on beverage products issued from the storeroom.
Assist in the receiving process for nonfood products.
Detail the benefits of corporate buying programs.
Front Office: Front Office
Check availability for a reservation and assist in entering a reservation into the system.
Search for a room and assist in checking in a guest.
Assist in posting a charge correctly.
Assist in the completion of a guest check-out.
Print and review a Customer Relations Management (CRM) Arrival Report.
Read and interpret a group resume.
Upsell a guest room to a guest checking in.
Front Office: Guest Services – Bell, Door and Valet
Room a guest under observation of a representative of the Bell Staff.
Tag luggage and determine appropriate storage.
Describe the gratuity system.
Name the three (3) most common guest requests (Bell Staff).
Describe the three most common modes of guest transportation and the role of the Door and Valet Staff in relation to those modes.
Cite the current parking fees.
Practice giving directions orally to a guest.
Front Office: Concierge and Executive Level
Provide basic directions to a guest.
Assist a guest with restaurant selection and reservations.
Use the internet to assist a guest (e.g. finding a local attraction, identifying events, etc.).
Describe the benefits of the Executive Level to a guest considering a potential upgrade.
Front Office: Telecommunications and Guest Service Hotline/Care Line
Answer and direct incoming and internal telephone calls using the proper verbiage.
Assist a guest with his/her guest room voice mail system.
Describe the Internet access options to a guest.
Cite the telephone services the hotel can provide for a meeting room.
List the emergency response procedures for a: power outage and a fire.
Cite the in-house number for the Guest Service Hotline.
Take a Guest Service call, respond according to standard, and log the call into the hotel’s tracking system.
Housekeeping: Overview and Guest Service
Name three (3) positions in Housekeeping and describe the role and responsibilities of each.
Describe common daily interactions between Housekeeping and Property Operations.
Describe common daily interactions between Housekeeping and Front Office.
Describe common daily interactions between Housekeeping and Human Resources.
Answer and respond to a guest call according to standard.
Answer and respond to a Guest Service Hotline call according to standard.
Describe the amenities (e.g. soaps, TV service, The Bed, etc.) provided to guests in a standard room.
Describe three (3) pertinent elements of the Collective Bargaining Agreement related to Housekeeping (if applicable).
Assist in processing basic payroll, including recognition of payroll discrepancies.
Housekeeping: Guest Rooms and Public Space
Describe a standard room layout.
Assist in cleaning a guest room according to standard, including reporting in to Housekeeping.
Conduct turndown service according to standard, including reporting in to Housekeeping.
Assist in cleaning at least two (2) public space areas according to standard, including reporting in to Housekeeping.
Read, interpret and apply proper procedures for a VIP Report.
Give a daily status report to Front Office with the assistance of a Housekeeping representative.
Describe the process for closing floors for rehab.
Housekeeping: Safety and Security
Report and turn in a lost guest item using standard procedures.
Name three (3) suspicious behaviors to report when working guest room areas/public space.
Read a Material Safety Data Sheet (MSDS) and use a product accordingly (window spray, etc.) to complete a Housekeeping task (e.g. when individuals clean a room).
Describe two (2) key Personal Protective Equipment (PPE) pieces used by a room attendant.
Name three (3) potential violations of OSHA regulations and how we prevent them from occurring.
List the steps to report a Team Member injury.
Housekeeping: Inventory Control, Equipment Maintenance and Laundry Operations
Explain why we need to maintain a minimum of three (3) pairs of linen and terry.
Describe the laundry process from start to finish.
Name two (2) items the hotel loans to guests.
Name the products used as guest room amenities.
Human Resources: Employment Practices
Describe the company values and what they mean.
Complete and process a position requisition.
Conduct an applicant pre-screening evaluation.
Co-conduct a behavior-based interview.
Identify key components of full legal compliance throughout the application and hiring processes.
Assist the Human Resources staff in the processing of a new hire.
Assist Human Resources in processing a transfer request (or conduct a mock transfer if no actual transfers are available).
Human Resources: Learning and Development
Co-Lead a pre-Orientation discussion with a new Team Member.
Co-Lead a post-Orientation follow-up discussion with a new Team Member.
Conduct basic training using the Four-Step Method.
Identify and plan the necessary action to address an issue of poor performance.
5 Practice recognizing and rewarding positive performance.
Identify the key elements of the Balanced Scorecard affected by training.
Assist Human Resources in processing a promotion request (or conduct a mock promotion if no actual promotions are available).
Human Resources: Benefits and Compensation
Understand the basics of processing payroll.
Recognize payroll discrepancies.
Determine what process to follow should an accident occur.
Demonstrate how a Team Member is to utilize the HR Service Center.
Explain the basics of a benefits plan.
Human Resources: Team Member and Labor Relations
Identify a minimum of three (3) ways to foster positive professional relationships with Team Members.
Recognize Team Members specifically for performance.
Assist in the evaluation of a Team Member’s performance.
Contribute to property newsletter or bulletin board.
Assist in the planning of a Team Member discipline conversation and practice a mock application of that conversation with Human Resources representatives.
Discuss basic, general union contract facts (with trainer present) with new Team Members (if applicable).
Property Operations: Guest Service Overview
Identify and explain the different trades practiced in the hotel.
State the hours of operation of Property Operation service calls.
Describe how the Property Operations team impacts the financial performance of the hotel on a daily basis.
Complete an effective Guest Room inspection.
Identify three (3) Preventive Maintenance procedures in place.
Complete and submit a work order.
Receive, prioritize and schedule work orders using the Maintenance Management System (MMS).
Property Operations: Capital Projects and Property Rehabilitation
Describe the Capital Project plan for the hotel for the next five years.
Describe the scope of the Capital Projects discussed.
Describe the Capital Expenditure (CapEx) Approval Process.
Describe, generally, any Rehab efforts taking place this year.
Property Operations: Energy Management and Lightstay
Generate energy management and waste management ideas for individuals ‘home’ department.
Identify energy-efficient lighting on property.
Produce LightStay sustainability report for a meeting.
Review Return on Investments (ROI).
Identify all of and complete some of the basic functions of the EMS (for example: input HVAC Set-Up on EMS from an event schedule).
Read meters.
Property Operations: Codes, Regulations and Safety
State three (3) codes for compliance required by law.
Identify the Life Safety System property-wide.
Respond appropriately in individuals ‘home’ department in a drill of Life Safety System activation.
Explain the Emergency Generator function.
Revenue Management: Overview and Background
Define Revenue Management and describe the ways it is practiced.
Identify two potential career paths in Revenue Management.
Revenue Management: Basic Concepts
Define a Special Rate Plan (SRP), describe how business is tracked for Revenue Management purposes, and recognize what each SRP at the hotel represents.
Create a new reservation and modify an existing reservation with the assistance of the trainer.
Assist in building a Special Rate Plan (SRP) for a group, negotiated account, or package in the Central Reservations System.
Describe how the hotel competes in the marketplace and list at least one (1) previously identified strategy for improvement.
Revenue Management: Report Creation, Interpretation and Analysis
Create the Daily Detail Merge Tool report and distribute according to standard.
Learn to read and observe the creation of the Group Pickup Manager Tool.
Learn to read and observe the creation of the Booking Pace Tool.
Read and interpret one of each of the reports listed above.
Revenue Management: Processes and Meetings
Read and interpret the current scores on the Revenue Management Scorecard.
Assist in the preparation of and participate in a Revenue Management meeting.
Name three (3) sources of information that must be consulted when evaluating rate and inventory controls.
Explain the importance of overbooking and updating 53rd week controls.
Assist in the development of a forecast.
Help conduct a group displacement analysis.
Assist in the analysis of past performance from previous night/week/month.
Safety and Security: Guest Service
Explain the concept of Loss Prevention to a colleague.
Describe three (3) key responsibilities of the Safety and Security team.
Cite the hours of operation/dispatch of Safety and Security.
Assist in writing and completing a Security Log for one shift.
Assist in writing an Incident Report (if applicable).
Describe two typical guest calls to which individuals responded during individuals Security rotation.
Safety and Security: Emergency Management
Identify three (3) key components of standard fire and safety inspections.
Describe the steps individuals will take in individuals ‘home’ department in the event of a fire.
Respond to mock media inquiries about a fire, a bomb threat and civil unrest.
Identify the steps individuals will take in individuals ‘home department’ in the event of power failure.
Safety and Security: Safety
Cite the location of fire extinguishers in individuals ‘home’ department.
Assist in the completion of a Hazardous Conditions/Unsafe Practices Inspection and corresponding report.
Assist in training a Team Member on three (3) safety topics (e.g. PPE, MSDS, Vehicle Safety, etc.).
Identify potential OSHA violations (Safety & Security to provide a quiz).
Safety and Security: Security
Provide an accurate initial response to a guest reporting a property loss.
Explain the steps the hotel takes to recover lost guest property.
Report a found item according to proper procedure.
Assist in a hotel property walk to ensure the hotel’s physical security.
Assist a guest with a malfunctioning key.
Assist in issuing and collection master keys from Team Members.
Sales and Marketing: Sales and Marketing Overview
Describe the primary positions and their responsibilities in the Sales and Marketing operation.
Review and interpret a lead.
Assist in responding to an inbound lead.
Assist in handling a lead from utilizing the Customer Focused Selling (CFS) qualifying factors.
Explain the importance of the Marketing Plan and three (3) of the key initiatives in this year’s plan.
Sales and Marketing: Soliciting
Name and describe the key points of competition of three (3) hotels in individuals competitive set.
Name three (3) strengths, three (3) weaknesses, two (2) opportunities and two (2) threats facing the hotel.
Explain the difference among the various rates offered by the hotel.
Mock “sell” three (3) in-house packages to a guest.
Assist in a telephone solicitation with a Sales Manager.
Participate in an outside solicitation with a Sales Manager.
Name two (2) prospecting strategies and when to use them.
Plan and prepare a Site Inspection with a Sales Manager.
Work with a Sales Manager to qualify a piece of business.
Explain the principles of Customer Focused Selling (CFS).
Sales and Marketing: Administrative
Read and interpret the Delphi Function Diary and the Group Rooms Control (GRC) Log.
List the Customer Focused Selling Qualifying Factors.
Complete a mock expense report according to standard.
Assist in drafting a basic sales proposal.
Map the typical ‘flow’ of a booking from the initial telephone inquiry to the final Thank Individuals letter.
Role-play qualifying an account.
Sales and Marketing: Securing Business
Determine the feasibility (profitability/value) of at least three (3) potential bookings.
Mock “sell” the benefits of the hotel (vs. solely the features) for an effective competitive spin.
Explain the various pieces of standard collateral used in a sale and the appropriate technology for each.
Differentiate between ‘soft’ dollars and ‘hard’ dollars and when to pursue one over the other with a client.
Complete eLearning on Global Contract and explain the general components of a contract (e.g. cancellation policy, attrition, damages, etc.).
Sales and Marketing: Servicing and Rebooking Business
List the sequence of steps in a file turnover.
Review a group pick-up report/end-of-month report and compare pick-up versus forecast.
Explain the significance of the Individual Business Traveler (IBT) and their contractual privileges (i.e. Last Room Availability (LRA) group rates, etc.).
Explain the value of lost business in general financial terms.

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