Hotel Captain Volunteers

Transcription

1 Hotel Captain Volunteers We will have superstar volunteers located at 37 key hotels throughout Houston. All will be at maximum capacity for the expected million guests and visitors to descend upon Houston. As a captain you will have responsibility for managing a team of volunteers across a zone of hotels. Wherever possible and based on captain attendance you will be paired with a fellow captain so you can successfully rotate yourself providing effective coverage throughout your zone. Per your shift assignment you have been assigned a geographical area of Houston. In line with your training please help us by leading by example and be a great ambassador for the city of Houston. We hope you are ready to give our guests a BIG Houston welcome! Days volunteers are operational at hotels: 2/2/17-2/6/17 Volunteer shift times: 8:00am-1:30pm and 1:00pm-6:00pm Host Committee Volunteer Management Team: Kaelum Claire Kaitlyn John Erica If you have a hotel where you have less than TWO Volunteers attend any shift we d ask you please call Volunteer HQ on: Volunteer Headquarters # As a Hotel Captain, you will have received an asking you to join the Host Committee s Uber business account. This is your recommended method of transport between hotels in your zone if either the distance or roads prohibit you from walking. Please complete this important action so you can cover all your travel while on shift.

2 Galleria Area Captains: PARKING & TRANSPORT All Captains assigned to the Galleria area will meet before every shift at the Embassy Suites Houston (Galleria): 2911 Sage Rd, Houston, TX Please park here. You will meet your fellow captains and the rostered volunteer manager will assign you your zone. You will then drive to your applicable hotel zone, park, and utilize the Host Committee s Uber account to travel from hotel to hotel with your zone. If your assigned zone includes the Royal Sonesta hotel please note it does not offer parking; They have been instructed to park at Sheraton Suites (2400 West Loop South) and walk minutes up the road to the Royal Sonesta. CHECK-IN Please go to the Embassy Suites to check-in with volunteer manager, arriving at least 30 minutes before your scheduled shift start time, so you can be assigned your hotel zone by your Volunteer Manager, and travel to your applicable area. Arrival You must wear your official volunteer uniform during your shift with black or dark pants and comfortable shoes; don t forget your Captain armband if you have one. We are receiving more Thursday if you do not have one. Hotel Coverage: Area 1: The Houstonian, Omni, Marriott West Loop Area 2: The St. Regis, Hotel Derek Area 3: Hilton Post Oak, Royal Sonesta*, Sheraton Suites Area 4: Doubletree by Hilton, Crowne Plaza River Oaks Area 5: JW Marriott, Doubletree by Hilton SUITES, Aloft Area 6: The Westin Oaks, The Westin galleria, Embassy Suites by Hilton, Hotel Indigo *Royal Sonesta does not offer parking; please park at Sheraton and walk Roles:

3 You are the point of contact for all your volunteer team members within your zone of hotels. Be knowledgeable of Houston Super Bowl festivities there will be a binder of useful information at each hotel. We also recommend you download the Super Bowl LI app Carefully read and digest all applicable training hosted on your Volunteer Portal (assume there will be questions from your team of volunteers) Make sure each hotel has coverage during shift times (Volunteers are present for two shifts: 8:00am-1:30pm and 1:00pm-6:00pm) Be professional, but have FUN with your team! Hospitality/Concierge Guidelines: Be sure to introduce yourself to hotel staff at the beginning of each shift You are a representative of HSBHC and the hotel You never know who you are talking to, treat everyone as you d like to be treated yourself, to provide the consistent excellent experience we are seeking Follow hotel rules, you are in their space Become familiar with your surroundings know where the restrooms, front desk, elevators, etc. are located. Do not chew gum, or spend an excessive amount of time on your phone At the beginning of each shift: Check-in your volunteer team at each respective hotel follow the instructions we will share. Hand out recognition items at the beginning of each shift and apply the applicable sticker to their recognition card. o 1 st shift 1 st item = cap (apply light grey thank you sticker) o 2 nd shift 2 nd item = pin badge (apply dark grey thank you sticker) o Final shift 3 rd item = commemorative coin (apply red thank you sticker) Food ($10 per shift) provide your volunteer with their pre-paid Visa card ($15 value per card). o 1 st shift receive Visa card (and attach No.1 sticker) o 2 nd shift receive Visa card (and attach No.2 sticker) o 3 rd shift use the balance across the two cards to have $10 for final shift Please be sure to keep these cards especially safe, and record how many you have distributed. Introduce yourself to your volunteer team, and if you are comfortable with doing so share your mobile number. Rotate, rotate, rotate between hotels to manage your volunteer team, empower your team to take breaks.

4 Escalate any concerns, issues, questions to Volunteer HQ At the end of each shift: Clean up surrounding work area Assure all belongings are taken Please make sure your station has coverage before you leave Note: you do not need to check-out physically with support staff or Volunteer headquarters unless there was an issue that needs addressing.

5 Downtown Captains: PARKING All Volunteers and Captains are to park for free at 700 Leeland St. parking garage in downtown Houston. Please park here, then walk the few blocks to Volunteer Headquarters to check-in and be assigned your hotel downtown zone. Once allocated to your zone, you will asked to either walk with your volunteer team to the hotels in your applicable zone, or Uber with your team to the assigned hotels. Zone 1 (The Sam Houston, Hotel ICON) Zone 2 (JW Marriott, Club Quarters) Zone 3 (Doubletree, Hyatt Regency, The Whitehall) Area 4 (Homewood Suites by Hilton, The Westin, Marriott Marquis) Area 5 (Embassy Suites, Hilton Americas, Four Seasons) CHECK-IN All Captains will meet before every shift at Volunteer Headquarters: 1299 Main St, Houston, TX Please arrive at least 30 minutes prior to your shift start time to receive your hotel assignment. Arrival: You must wear your official volunteer uniform during your shift with black or dark pants and comfortable shoes; don t forget your Captain armband. Roles: You are the point of contact for all your volunteer team members within your zone of hotels. Be knowledgeable of Houston Super Bowl festivities there will be a binder of useful information at each hotel. We recommend you also download the Super Bowl LI app. Carefully read and digest all applicable training hosted on your Volunteer Portal (assume there will be questions from your team of volunteers) Make sure each hotel has coverage during shift times (Volunteers are present for two shifts: 8:00am-1:30pm and 1:00pm-6:00pm) Be professional, but have FUN! Hospitality/Concierge Guidelines: Be sure to introduce yourself to hotel staff at the beginning of each shift You are a representative of HSBHC and the hotel

6 You never know who you are talking to, treat everyone as you d like to be treated yourself, to provide the consistent excellent experience we are seeking. Follow hotel rules, you are in their space Become familiar with your surroundings know where the restrooms, front desk, elevators, etc. are located. Do not chew gum, or spend an excessive amount of time on your phone At the beginning of each shift: Report to Volunteer HQ at 1299 Main Street. You will arrive in advance of your volunteer team. Introduce yourself to your volunteer team, and if you are comfortable with doing so, share your mobile number. Rotate, rotate, rotate between hotels to manage your volunteer team, empower your team to take breaks. Escalate any concerns, issues, questions to Volunteer HQ At the end of each shift: Clean up surrounding work area Assure all belongings are taken Please make sure your station has coverage before you leave if you are on your first shift. Note: you do not need to check-out physically with your volunteer manager or Volunteer headquarters unless there was an issue that needs addressing.

7 Midtown/Medical Center Captains: PARKING & CAPTAIN CHECK-IN All Captains will meet before every shift at the Hilton Houston Plaza/Medical Center: 6633 Travis St, Houston, TX Please park here until you have met the Host Committee Volunteer Manager and other Captain(s) checking in. You will receive a brief prior to being deployed. You may use the HSBHC UBER account to go to your respective hotel. NOTE: Volunteers from Houston Marriott Medical Center will also be parking at the Hilton Houston Plaza/Medical Center, due to lack of space at the former. The Host Committee will cover the cost of this ensuring all volunteer parking is free. Please talk to your Volunteer Manager if you have any queries. ** Houston Marriott Medical Center cannot accommodate extra vehicles- please DO NOT park here. If you have any queries about your deployment or required operational deliver please either speak with your Volunteer Manager or call the Volunteer Help Desk telephone line. CHECK-IN Arrival You must wear your official volunteer uniform during your shift with black or dark pants and comfortable shoes; don t forget your Captain armband Please plan to arrive approximately 30 minutes before your shift time so you can be assigned a zone and can travel to your respective hotel(s). Roles: You are the point of contact for all your volunteer team members within your zone of hotels. We will share further information about how you can quickly and easily check in your team. Be knowledgeable of Houston Super Bowl festivities there will be a binder of useful information at each hotel. We recommend you also download the Super Bowl LI app Carefully read and digest all applicable training hosted on your Volunteer Portal (you will receive questions from your team)

8 Make sure each hotel has coverage during shift times (Volunteers are present for two shifts: 8:00am-1:30pm and 1:00pm-6:00pm) Be professional, but have FUN! Hospitality/Concierge Guidelines: Be sure to introduce yourself to hotel staff at the beginning of each shift You are a representative of HSBHC and the hotel You never know who you are talking to, treat everyone as you d like to be treated yourself, to provide the consistent excellent experience we are seeking Follow hotel rules, you are in their space Become familiar with your surroundings know where the restrooms, front desk, elevators, etc. are located. Do not chew gum, or spend an excessive amount of time on your phone At the beginning of each shift: Check-in your volunteer team at each respective hotel follow the instructions we will share. Hand out recognition items at the beginning of each shift and apply the applicable sticker to their recognition card. o 1 st shift 1 st item = cap (apply light grey thank you sticker) o 2 nd shift 2 nd item = pin badge (apply dark grey thank you sticker) o Final shift 3 rd item = commemorative coin (apply red thank you sticker) Food ($10 per shift) provide your volunteer with their pre-paid Visa card ($15 value per card). o 1 st shift receive Visa card (and attach No.1 sticker) o 2 nd shift receive Visa card (and attach No.2 sticker) o 3 rd shift use the balance across the two cards to have $10 for final shift Please be sure to keep these cards especially safe, and record how many you have distributed. Introduce yourself to your volunteer team, and if you are comfortable with doing so share your mobile number. Rotate, rotate, rotate between hotels to manage your volunteer team, empower your team to take breaks. Escalate any concerns, issues, questions to Volunteer HQ At the end of each shift: Clean up surrounding work area Assure all belongings are taken Please make sure your station has coverage before you leave if you are on the 1 st shift

9 Note: you do not need to check-out physically with support staff or Volunteer headquarters unless there was an issue that needs addressing.

10 Memorial Area Captains: All Captains assigned to the Galleria area will meet before every shift at the Four Points by Sheraton: Katy Fwy, Houston, TX Please park here. You will meet your fellow captains and the rostered volunteer manager who will assign you your zone. You will then drive to your applicable hotel zone, park, and utilize the Host Committee s Uber account to travel from hotel to hotel with your zone. CHECK-IN Please go to the Four Points by Sheraton to check-in with volunteer manager, arriving at least 30 minutes before your scheduled shift start time, so you can be assigned your hotel zone by your Volunteer Manager, and travel to your applicable area. Arrival You must wear your official volunteer uniform during your shift with black or dark pants and comfortable shoes; don t forget your Captain armband if you have one. We are receiving more Thursday if you do not have one. Hotel Coverage: Hotel Sorella and Four Points by Sheraton Roles: You are the point of contact for all your volunteer team members within your zone of hotels. Be knowledgeable of Houston Super Bowl festivities there will be a binder of useful information at each hotel. We also recommend you download the Super Bowl LI app Carefully read and digest all applicable training hosted on your Volunteer Portal (assume there will be questions from your team of volunteers) Make sure each hotel has coverage during shift times (Volunteers are present for two shifts: 8:00am-1:30pm and 1:00pm-6:00pm) Be professional, but have FUN with your team! Hospitality/Concierge Guidelines: Be sure to introduce yourself to hotel staff at the beginning of each shift You are a representative of HSBHC and the hotel You never know who you are talking to, treat everyone as you d like to be treated yourself, to provide the consistent excellent experience we are seeking Follow hotel rules, you are in their space

11 Become familiar with your surroundings know where the restrooms, front desk, elevators, etc. are located. Do not chew gum, or spend an excessive amount of time on your phone At the beginning of each shift: Check-in your volunteer team at each respective hotel follow the instructions we will share. Hand out recognition items at the beginning of each shift and apply the applicable sticker to their recognition card. o 1 st shift 1 st item = cap (apply light grey thank you sticker) o 2 nd shift 2 nd item = pin badge (apply dark grey thank you sticker) o Final shift 3 rd item = commemorative coin (apply red thank you sticker) Food ($10 per shift) provide your volunteer with their pre-paid Visa card ($15 value per card). o 1 st shift receive Visa card (and attach No.1 sticker) o 2 nd shift receive Visa card (and attach No.2 sticker) o 3 rd shift use the balance across the two cards to have $10 for final shift Please be sure to keep these cards especially safe, and record how many you have distributed. Introduce yourself to your volunteer team, and if you are comfortable with doing so share your mobile number. Rotate, rotate, rotate between hotels to manage your volunteer team, empower your team to take breaks. Escalate any concerns, issues, questions to Volunteer HQ At the end of each shift: Clean up surrounding work area Assure all belongings are taken Please make sure your station has coverage before you leave Note: you do not need to check-out physically with support staff or Volunteer headquarters unless there was an issue that needs addressing.