ACTIVITIES

JOBCATEGORIES:

TOURDESKATTENDANT

AEROBICINSTRUCTOR

ASSISTANTACTIVITIES

DIRECTOREQUIPMENT

SUPERVISOR

BEACHATTENDANT

ACTIVITIES

JOBCATEGORYWINNER

TOURDESKATTENDANTSHERATONFIJIRESORT

TASKS

HOTELORIENTATION

DEPARTMENTORIENTATION

KNOWINGTHETOURSOFFERED

GUESTCOMPLAINTHANDLING

GUESTRELATIONSSKILLS

TOKNOWALLEQUIPMENTAVAILABLE

FAMILIARITYWITHWEEKLYACTIVITIESPROGRAMME

KNOWLEDGEOFTYPESOFAEROBICSOFFERED

SAFETYPROCEDURESANDFIRSTAID

FAMILIARITYWITHCONTROLSYSTEMSFORGAMES

ANDEQUIPMENTANDTHEPRODUCTIONOFANINVENTORY

ANDCONTROLSYSTEM

CARRYINGOUTMISCELLANEOUSACTIVITIES

ISSUEANDRECLAIMOFTOWELSFROMTOWELBURE

MANNINGTHEBEACHBURE

KNOWINGTHEVOUCHERANDCONTROLSYSTEMS

PROMOTINGGROUPPARTICIPATIONANDENCOURAGING

ACTIVITIES

TEACHINGASAILBOARDLESSON

TEACHINGAHOBIECATSAILINGLESSON

TAKINGTHEWATERPOLOACTIVITY

GIVINGTHESAILINGTHEORYLECTURE

GIVINGTHESAILBOARDTHEORYLECTURE

CARRYINGOUTTHESAILBOARDFREESTYLEDEMONSTRATION

RUNNINGTHEHOBIECATSTAGGEREDREGATTA

RUNNINGTHESHERATON/REGENTREGATTA

CARRYINGOUTTHESAILBOARDCOMPETITION

DONGTHEHOBIEJOYRIDEACTIVITY

SETTINGUPTHEVOLLEYBALLANDKNOWINGTHETHEMES

ORGANIZATIONOFMINI-TOURNAMENTS

ACTIVITIES

JOBCATEGORYWINNER

TOURDESKATTENDANTSHERATONFIJIRESORT

TASKS(continuingfrompreviouspage)

TAKINGTHEMORNINGJOGORWALK

CARRYINGOUTTHEPRE-STRETCHCLASS

KNOWLEDGEOFCHILDREN’SPROGRAMMES

CHILDREN’SMORNINGJOG,WALK,SHELLHUNTOROTHER

MORNINGEVENT

CHILDREN’SSWIMMINGLESSONSANDGAMESACTIVITY

CHILDREN’SQUIZ

CHILDREN’SMEAL

CHILDREN’STREASUREHUNT

CHILDREN’SMOVIE

EXCURSIONTOTHELOCALCARVINGVILLAGE

SCAVENGERHUNTANDCRABRACE

CHILDREN’SEARLYEVENINGGAMESACTIVITIES

CHILDREN’SPAINTINGCOMPETITION

LAUNCHINGANDRECOVERINGSAILBOARDS,HOBIESAND

OTHERCRAFTS

OPERATIONOFCHASEBOAT

CHILDREN’STALENTSHOWEVENTANDPREPARATION

PRODUCEANINVENTORYANDCONTROLSYSTEM

FORSIGNINGOUTEQUIPMENT

MAINTAININGSECURITYOFEQUIPMENT

REPAIRS

SAFETYSUPERVISIONANDPROCEDURES

REPAIRS

SAFETYSUPERVISIONANDPROCEDURES

TOURDESKORIENTATION

G.R.O.TRAININGALLASPECTSOFTHETOURDESK

ANDPROCEDURES

STANDARDSANDPROCEDURES

DEPARTMENT:ACTIVITIESJOBCATEGORY:TOURDESKATTENDANT

HEAD:G.M.APPROVAL:DATE:

TASK:HOTELORIENTATION

STANDARD:

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PROCEDURE:

STANDARDSANDPROCEDURES

DEPARTMENT:ACTIVITIESJOBCATEGORY:TOURDESKATTENDANT

HEAD:G.M.APPROVAL:DATE:

TASK:DEPARTMENTORIENTATION

STANDARD:ALLACTIVITIESSTAFFWILLKNOWTHEFUNCTIONSANDROLEOFTHEDEPARTMENT,THERULES,ANDREGULATIONSWHICHGOVERNIT,ANDTHEIROWNROLEWITHINIT.

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PROCEDURE:

Introductionontheroleandgoalsofthedepartmentandthestandardsofservicewewillaimtomeet.

Explanationofthetrainingscheduleforeachemployee,andwhatthetraininginvolves,plustheimportanceofit–schedulegiveoutforbothweeks.

Showingofdepartmentalstructureandlineofcommand.Thiswillbedoneusingalinechart.Reasonsforitandtheimportanceofitwillbestressed.

Explainingofthefunctionsofthedepartment,i.e.theproductofit,theoutlets,andequipment,thefunctionsofvariousjobcategories.Jobdescriptionwillbegivenoutandexplainedthoroughly.

Howthedepartmentrelatestootherdepartments-

Particularlyfoodandbeverage,FrontDesk,Sales.

ThepersonnelfunctionsoftheActivitiesDepartment:-

whohiresemployees.

whoorientsemployees.

whoconductsongoingtraining.

complaintproceduresandstyleofmanagement.

whenandbywhommeetingsareheldwithinthedepartment.

disciplinaryaction/probationaryperiod.

PROCEDURES:(continued)

Rulesandregulationsofthedepartment.Handoutgivenandtheimportanceofabidingthemwillbestressed.Appearancestandards.

Allstaffwillbegivenatourofthepropertywithparticularnotebeingtakenof–Ballroom,MaloloLounge,portsO’pollarea,Mekearea,Gardens,Beachbure,Tenniscourts,Tour/activitiesdesk,Beach.

RelationshipwithFishFijiLimitedandotherconcessions.

STANDARDSANDPROCEDURES

DEPARTMENT:ACTIVITIESJOBCATEGORY:TOURDESKATTENDANT

HEAD:G.M.APPROVAL:DATE:

TASK:KNOWINGTHETOURSOFFERED

STANDARD:EACHEMPLOYEEWILLHAVEABASICKNOWLEDGEOFALLTOURSOFFEREDBYTHETOURDESK.

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PROCEDURE:

STAFFMUSTKNOW:

Theroleofthetourdesk.

Alltoursandoperatorshandoutsofallmajortouroperatorswillbegiveout.

Thedifferenttypesoftours.

Howthetoursoperate–frombookings,topaying,toconfirmation,andtothetrip.

Averbaltestwillbegiven

STANDARDSANDPROCEDURES

DEPARTMENT:ACTIVITIESJOBCATEGORY:TOURDESKATTENDANT

HEAD:G.M.APPROVAL:DATE:

TASK:GUESTCOMPLAINTHANDLING

STANDARD:ALLSTAFFWILLKNOWHOWTOHANDLEACOMPLAINTQUIETLYANDEFFECTIVELY

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PROCEDURE:

Shouldyoucomeacrossacomplaintlodgedbyaguest,completethefollowingprocedure.

Listentothecomplaint.

Shouldtheguestbeangryorloud,getthentoaquietplacetactfully.

Re–statetheprobleminyourownwordstomakesureitisunderstood.

Showempathy–sympathisewiththeguest,showyoucare.

Takeaction–Thisactionmayconstitutecallingyoursuperiororifpossible,handlingthecomplaintyourself.Donotoffertheguestanythingyoucannotout.

Alwaysreportthecomplainttoyoursuperior.

STANDARDSANDPROCEDURES

DEPARTMENT:ACTIVITIESJOBCATEGORY:TOURDESKATTENDANT

HEAD:G.M.APPROVAL:DATE:

TASK:GUESTRELATIONSSKILLS

STANDARD:

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PROCEDURE:

STANDARDSANDPROCEDURES

DEPARTMENT:ACTIVITIESJOBCATEGORY:TOURDESKATTENDANT

HEAD:G.M.APPROVAL:DATE:

TASK:TOKNOWALLEQUIPMENTAVAILABLE

STANDARD:

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PROCEDURE:

STANDARDSANDPROCEDURES

DEPARTMENT:ACTIVITIESJOBCATEGORY:TOURDESKATTENDANT

HEAD:G.M.APPROVAL:DATE:

TASK:FAMILIARITYWITHWEEKLYACTIVITIESPROGRAMME

STANDARD:

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PROCEDURE:

STANDARDSANDPROCEDU