Transcription
EMPLOYEE HANDBOOK
WELCOME TO THE STRATHVictoria’s Entertainment CentreOUR HISTORYHow We BeganWe are very excited that you have chosen the Strath as a place to show yourpassion for the hospitality industry. We have taken special care in selecting youto join a team which strives to deliver excellence in customer service.Strathcona Hotel, built in 1913 the same yearthat old Barney Olson, a car crazy guy with ahead for business arrived in Victoria. Severalsuccessful business ventures later, Barney retiredat the age of 48. Two years later and bored withretirement, Barney bought the Strathcona Hoteland began the process of turning it into “Victoria’sEntertainment Centre”.The Strath has a long history of being “Victoria’s Entertainment Centre.”Our property, management and employees have successfully evolvedover time to attract Victoria’s growing and changing markets.Your success will depend on your commitment to be the best you can be.Good luck and have fun!Kirk, Craig and Grant Olson1954The Strathcona Room, now the famous Big Bad John’s, opened. This was part of thefirst major improvement and was instigated by Barney’s two sons, Keith and John.1967The Old Forge Cabaret opened, Victoria’s largest nightclub.OUR MISSION1972The Sting opened and had a long run as Victoria’s # 1 meeting spot. Today thisis the Maintenance office!To select, develop and empower the finest people, who will go the extramile and deliver excellent service beyond our guests’ expectations.1975The Cuckoo’s Nest evolved and has since served as the hotel’s all-purposevenue for dancing, partying, karaoke etc.To share our love of quality food, wine & beverages with our guestsin Victoria’s most entertaining and friendly atmosphere.1990Construction of the Sticky Wicket Pub & Restaurant was complete. This wasa multimillion-dollar investment.1994Keith’s sons; Kirk, Craig & Grant have been employees of the hotel since they wereteenagers, becoming the third generation to take over ownership. Since then theyhave completely renovated all hotel rooms, transformed the Forge into Legends andthen Element, developed the Rooftop and transformed part of the Sticky Wicket intothe Clubhouse. The Strathcona became the province’s largest entertainment centreunder one roof with: Big Bad Johns, Distrikt, The Games Room, Rooftop Surf club, theSticky Wicket and the Clubhouse.2003The Olson brothers added The Strath Ale Wine & Spirit Merchants to their business.2010–2017Recent renovations include the Element Nightclub’s transformation into Victoria’smost high-tech nightclub, Club 9ONE9. In 2014 the club was renovated again andwas renamed Distrikt. In 2011 the Games Room was renovated to become one of thebest sports bars in Victoria including a loft for playing darts. The Sticky Wicket wasrenovated again in 2013 to achieve a more modern while maintaining a classic pub feel.BE THE BESTThe Strath Service PhilosophyOur service philosophy is to create memories by exceeding expectations and providingexceptional service. Our service is what differentiates us from other establishments.Do anything you can to make a guest’s visit more memorable and this will increasethe chances of them coming back again. Each employee, whether on the frontline or behind the scenes, has a critical role to play in serving our guests.
WHO’S WHO?OUR OUTLETSIn addition to our owners, Kirk, Craig and Grant Olson our management team consists of a group ofdedicated and experienced professionals:It is important that we promote all our outlets to our guests. If a guest asks you for a suggestion,always refer to one of our own outlets first. Staff must stay connected and know what is going on inthe various venues!At The StrathThe Whole FamilyDirector of Outlets Terry FriesenIT Manager Norm hotel.comController Hugh Wainman-WoodPayroll & OHS Steve athconahotel.comYear Built: 1913 Hotel Rating: 3 stars (tourist class accommodation)Hotel Manager Tara McCollMaintenance Manager Curt rathconahotel.comWhere are we located?Sales & Banquet ManagerJoel ChudleighExecutive HousekeeperSanny ager@strathconahotel.comSTRATHCONA HOTELWe have 64 hotel rooms, located on five floors. We offer 7 different room types such as our basicsingle queen room, two queen beds, and our larger one-bedroom suite. There have been multipleroom upgrades and large scale renovations to the hotel beginning in 2018, and we continue tomodernize our heritage property to offer the best guest experience.All rooms come equipped with hairdryers, iron and ironing boards, in-room safes, cable television,telephone, mini-fridge, and free wireless internet. Our newly renovated room types also offer airconditioning, microwaves, and an in-room coffee/tea station.Director of HR Deanna OlsonSecurity Manager Justin otel.comEvents Manager Phoenix BainDuty Manager AJ hotel.comExecutive Chef Vinny ZerrDuty Manager Brock ahotel.comParking is available to hotel guests in our lot on Courtney Street for 10/day.Beverage Manager Sean FranklinDuty Manager Rheal BardIn-House ard@strathconahotel.comLiquor Store Manager Megan CarsonDuty Manager Clarissa trathconahotel.comGraphic Designer & Whisky CuratorAdam BradshawDuty Manager Brendan uor.combrendon.norton@strathconahotel.comAs we are located in the heart of a vibrant city, our hotel, venues and surroundings are livelyand spirited. All room rates include continental breakfast served every morning from 7:30am to10:00am in the Clubhouse Lounge.An Ice machine is located on the first floor.Faxing and photocopying service is available through the Front Desk.Toll-free reservation line (Canada & U.S.) 1-800-663-7476Major credit cards acceptedDaily Newspapers are available at the front deskOut-Of-House ServicesArrangements for sightseeing tours can be made at the Front DeskLaundry and dry cleaning service (same day if delivered by 9 am on weekdays)YYJ Airport Shuttle can be reserved through the Front Desk.
STICKY WICKET PUBTHE CLUBHOUSE BARCORE VALUES - WHO WE REALLY AREThe restaurant opens at 11:30 AM and the pubat 12 Noon. It is a Cricket-themed pub featuringfamily dining and a bar. The Wicket offers anarray of beverages, including a great selection ofcraft, domestic and international beers on tap!The Clubhouse grill, lounge, and late-night baris a great venue for live bands and includes adance floor complete with a state-of-the-artsound system.POSITIVE EMPLOYEE EXPERIENCESouvenirs are for sale at the Sticky Wicket hoststation. Staff receive 20% off.MAPLE ROOMA more private setting with a warm maplewood finish makes this room a great place tobe with your friends and play darts, just likethe neighborhood pub. Often used for privatefunctions, meetings, and events.THE ROOFTOPThe Rooftop was built in 1990, originally withtennis courts. Since then, the Rooftop hasbeen renovated twice and now boasts a beachvolleyball court. Seating capacity for theRooftop is as follows: 183 liquor primary, 52food primary on the patio and 65 food primaryon the courts. Reservations for the courts maybe made by calling the Front Desk of the Hotelto contact our Sales & Marketing Manager, JoelChudleigh.DISTRIKT NIGHTCLUBThis room has a 572-person capacity andfeatures 3 handcrafted bars, a dance floor(4 meters below street level!), and a stagearea. With state-of-the-art sound and lightingsystems and various plasma screens, this roomis excellent for special events, banquets, andconference groups.BIG BAD JOHN’SBBJ’s was converted in 1962, in a goodhumored effort to cash in on Canada’slumberjack image. Featuring beer, peanuts,rubber chickens, bras, rusty tools, countrymusic, pranks and all things crazy. Of all thebars, this is the most widely known.THE GAMES ROOMNewly renovated in 2011 it now boasts the bestsports viewing with an amazing sound system.The recent renovation project was a majorstructural reconstruction, adding a magnificentbar and raised ceiling mezzanine darts hall,while at the same time maintaining the classicbeauty of the exterior building. Features a largedarts area and two pool tables.LIQUOR STOREThe newest addition to the hotel opened inDecember of 2003. Located next to the lobby,The Strath Ale, Wine & Spirit Merchants offersdowntown Victoria’s widest selection of winesfrom around the world, a full spirit selectionand cold domestic and import beer to go. It isalso a whisky specialist store and runs tastingsand clubs. Staff get 10% off in store as well asmonthly staff specials.Hire the Right People - Employees Are Our Most Important AssetOur employees are the link to successfully serving our guests. We hire for attitudeand train for skill. We always select people who can accept responsibility, are willingto take risks and are not afraid to express their individuality. Honesty, integrity andhigh ethical practices are expected. The way we treat our people is the way they willtreat our guests. Employees are the ultimate source of our company’s strength.Team Play & Fun Is EssentialBegin with the end in mind. Shared understanding of where we are going is essential for ourorganization to be collectively energized and to realize our full potential. Teamwork makes usstronger. We work with a high level of interaction between departments which allows inputand feedback to generate ideas and opportunity. We are in the hospitality business and wehave a duty to create a relaxing, enjoyable environment for our guests. This is hard to do unlesswe have fun ourselves. Being professional does not mean we have to be dull and boring.Learning EnvironmentTraining and development is essential for every one of us. We invest in the skills and knowledgewhich assist our staff in being successful in their daily tasks and supporting future personal growth.Sense of FamilyAlthough we are a large company, we work towards a family feeling which builds relationships basedon caring, respect and trust. Always treat others as you perceive they would wish to be treated.Celebrate Our SuccessThe recognition of success generated through our people’s hard work isessential in reinforcing our respect and admiration of accomplishmentsconsistent with our values. It is always important to say thank you.GUEST EXPERIENCEAttention to Detail/CleanlinessOne way we demonstrate our commitment to be the best is through daily actions that makea difference. These include everything from uniforms and personal grooming standardsto the painting and maintenance of our property, as well as stopping to pick up litter.
Quality ServiceCOMMUNITY & ENVIRONMENTBeing successful in the hospitality business means serving our guests in a memorable way. We neversay ‘no’ and we always do ‘whatever it takes’ to make our guests happy. We encourage employees touse their instincts and good judgment on the job. Think service, for us, service is personal and sincere.This will be the difference between us and our competitors. We take every opportunity to create ‘largerthan life’ experiences for our guests and staff. This is accomplished through planned programmingof events, festivals, themes or spontaneously through humour and playfulness by every one of us.We strive to be respected in the community and to participate in activities which support local charities.STRIVING TO BE THE BESTContinuous ImprovementWe always look for ways to improve what we offer to our guests, employees andshareholders. Challenge what seems to be working and see if it can be improved.Competitive spiritUNCOMPROMISING SAFETYSafety is the responsibility of all of us. We recognize personal health and thegift of life to be everyone’s most precious possessions. Every effort is madeto work safely and create a feeling of safety for guests and staff.HONESTY & INTEGRITYOpen and frank. To build lasting relationships with each other and our guests, wecommunicate and act in a straight-forward style free of deceit. We deal with others in a waywhich leaves them feeling they have been treated fairly and not taken advantage of.Being competitive is not only fun, but a way of life in the business world. As insport, we always compete with all our abilities and with a sense of fair play. Welike to be recognized as the best. We are proud of our accomplishments.Sense of UrgencyLife is too short, and the world is moving too fast to be complacent. We muststay ahead of our guests’ expectations as well as the competition.SimplicityKeep things simple in order to create speed of implementation,reduce costs and foster a better understanding.EMPLOYEE COMMUNICATIONSThe Strathcona Hotel believes it is crucial for communication to flow freely fromboth management to you and from you to management. An environment where youcan raise concerns, make suggestions, have your ideas heard and concerns solved,is essential to our success. To ensure this is achieved we have in place:Staff Only WebsiteTake ResponsibilityWhen we make a commitment or a decision, we assume responsibility for our actions.To access our staff only website please go to strathconahotel.com/staff. The Password is St@ff2019.You will have access to tons of useful information including work schedules, memos & policies.Work HardBulletin BoardIt is a competitive world and we understand that a good day’s work is necessary ifwe are to maintain our success and have the chance to move further up.You can find the bulletin board in the staff room. There you will find important OccupationalHealth & Safety information, memos as well as information on upcoming events.Bottom LineEmployee CommunicationsWe always work to maintain the delicate balance be
head for business arrived in Victoria. Several successful business ventures later, Barney retired at the age of 48. Two years later and bored with retirement, Barney bought the Strathcona Hotel and began the process of turning it into “Victoria’s Entertainment Centre”. 1954 The Strathcona Room, now the famous Big Bad John’s, opened. This was part of the first major improvement and was .
