Since I have had plenty of low-level/low-paying jobs in my life so far, I have been exposed to many a company orientation. I have seen the famous (and cheesy) motivational Seattle Pike Place market video "Fish!" several times where they show you how throwing bloody Mackerels around makes you a better team player. I have done the game where you put stickers on your forehead representing different races/disabilities/religions/ages and then you have to guess who you are more times than I can count. And every company makes you do something unique with your name to introduce yourself. After the Hilton introduction (H-ospitality, I-ntegrity, L-eadership, T-eamwork, O-wnership, N-ow) we had to do our own names (not surprising - we could all see that coming a mile away): S-miling, A-daptable, R-eal, A-dventurous, H-onest. I've had to do that about a hundred times before too.
But so far, the Hilton orientation takes the cake for thoroughness, cheesiness factor, stacks of paper received, prizes and overall length. Rivaled only by OSU's two-week excruciating orientation program, this hotel has got it down to a patented science. We started off with a full day on Monday of paperwork and powerpoints related specifically to the hotel in Queenstown. We took tours, met the higher-ups, got our badges, keys, lockers and key cards, got fitted for uniforms and played a lot of get-to-know-you games. Everyone got a sugar high off the chocolate rewards for participation tossed out randomly.
The next day was spent entirely online completing the required e-learning courses on computers. Hilton has its own online university which puts you through hours of interactive classes related to your new job. There's also loads of tricky quizzes you have to pass in order to print off the certificates to show you completed the course. My online courses totaled about 6 hours (6 hours just for housekeeping! - the new front office staff had to do a week of the stuff). After I handed in my certificates I could, in theory, greet a guest correctly in the hallway, enter their room properly, clean every item in said room, make a bed, fold things, make the right moral decisions regarding privacy and personal property and be proactive about problem situations. Gosh, I hope I can remember it all.
Wednesday was another full day of training but this time it was all about the Hilton company in general. We learned about the founder, Conrad Hilton's legacy and vision ("In order to achieve big things you have to dream big dreams.") We listened to hours of history, the pillars of the company, and the unique spirit and energy that empowers each employee which Hilton has coined "Blue Energy" (throughout that powerpoint, all I could think about was Ben Stiller in Zoolander and his look, Blue Steel). During the training day we did partner work, group games and competitions and little activities - I was pretty impressed with how it was all run (considering they do a full new-hire orientation every single week here I guess it should be!)
Here's some definitions that we had to memorize (seriously):
Blue energy: Our passion to live our values, deliver our Promise and celebrate our stories. It’s an expression of the unique spirit we show to our Guests, our communities, and each other as Hilton Team Members.
Hilton Promise: To ensure that every guest feels cared for, valued and respected.
Hilton Pillars: A clean smart room for me, Nourish me in new and exciting ways, Meet my needs especially if I have a problem, Respect and value me and my loyalty, Show me you care.
Hilton Vision: Our vision is to fill the earth with the light and warmth of hospitality, by being the first choice of hotel guests, team members, and owners alike.
As you can imagine, it was a pretty interesting three days. Now that I have been properly brainwashed with heaps of hospitality mumbo jumbo, I am considered fully trained and ready to serve. Whew - I had no idea it would take this much preparation to be a housekeeper. I start on my own without the aid of any trainer on Saturday. And I'll be sure to bring lots of Blue Energy with me.
"Imagine a workplace where everyone chooses to bring energy, passion, and a positive attitude with them every day. Seattle's Pike Place Fish Market does just that. This video reveals how that is accomplished and how any organization can do the same."
Keep the good stuff coming, Sarah. You are a GREAT writer and I really enjoy reading your postings. My bet is when Hilton sees how talented you are, you will be promoted out of housekeeping very soon.
We had to watch the Seattle Fish video in high school for some reason. Then the administration really got into it and printed up "fish" t-shirts for the teachers with the "Jesus Fish" logo on them. That did not go over well in the public school, so Ankeny High School quickly cut all ties to the Seattle Fish program.