国际酒店集团值班经理手册

国际酒店集团值班经理手册内容摘要：

operty。 check on earlier problems。 plete the MOD report。 check all locked areas. . Make a copy of the MOD report for the next MOD and put in back of MOD logbook. . Turn in all reports. 6. MOD SAFETY AND SECURITY INCIDENTS: . Document any incident that involves the following circumstances: Damage to or destruction of any facility asset. Injury to an employee. Injury to a guest. MANAGER ON DUTY WORKING FILE 值班经理工作手册 16/64 PAGE 4 Loss of a guest39。 s property. Any situation that you feel could result in a legal claim against the hotel or franchise. . Include the following information: Time and date of incident. If a law was violated, note the time when Security and the local authorities were contacted. Brief description of the incident: what, when, where, by whom, why. . DO NOT allow a guest to plete the report。 DO NOT release a copy to a guest, as these records are confidential. If the guest wishes to file a plaint, provide the guest with the Guest Complaint Claim Form. 7. MOD GUEST CLAIMS: . Remain calm and impartial when dealing with a guest who is agitated and upset. NO NOT ARGUE. MANAGER ON DUTY WORKING FILE 值班经理工作手册 17/64 . Do not discuss any claims against the hotel. Tell the guest that the hotel39。 s claims adjustment anisation will be notified about the incident, and a representative will contact the guest. . Call the claims adjustment anisation AS SOON AS POSSIBLE about the incident, so that a representative can talk with the guest before guest checks out. . NEVER ment to the guest on who you think is at fault. NEVER acknowledge any responsibility on the part of the hotel. NEVER discuss whether similar incidents have happened before. . Ask the guest to fill out a Holiday Inn Guest Complaint Claim Form. Give the guest a copy of the pleted form, and keep the original. 8. MOD WORKING WITH THE MEDIA: For events that attract the attention of the media, in the absence of the GM, the Mod may have to deal with newspaper, radio, and television reporters. ALWAYS use the following guidelines: MANAGER ON DUTY WORKING FILE 值班经理工作手册 18/64 PAGE 5 . Tell all department managers and shift supervisors to instruct all their employees to refer ALL questions to the GENERAL MANAGER as the hotel39。 s sole spokesperson. This action will help control speculation and rumours. If possible, refer all questions to the GM for ment. IF you MUST act as spokesperson, follow these guidelines: . Advise reporters that until the GM arrives, you are the hotel39。 s spokesperson, and all inquiries or requests for information must be directed to you. . NEVER respond to a question with No ment. This answer is usually interpreted as having something to hide. . IF THE POLICE ARE PRESENT: Refer the media representatives to the officer in charge: For example: Please let me refer you to Major Meng of Public Security, who is handling this situation. He has the information you need. MANAGER ON DUTY WORKING FILE 值班经理工作手册 19/64 . If a situation arises in which you feel you must respond to a reporter, draft a statement, following these procedures: WRITE THE STATEMENT DOWN. Do not try to remember facts or give unprepared responses. Use this format: WHEN: The day of the week, the date, and the time that the event took place. WHERE: The location of the event as specified by the floor, room, or section of the mercial area. WHO: The number of people involved, IF you have an official number from the police or fire department. NAMES ARE NEVER RELEASED. WHAT: The nature of the incident, such as fire, theft. NEVER speculate as to or state the cause of the incident. HOW MUCH: State that figures are currently unavailable. MANAGER ON DUTY WORKING FILE 值班经理工作手册 20/64 PAGE 6 HOW LONG: State that the General Manager will announce shortly when any interrupted services are to be resumed. STATE THAT ALL FURTHER QUESTIONS SHOULD BE REFERRED TO THE GENERAL MANAGER WHEN HE OR SHE ARRIVES. NEVER agree to an oncamera TV or ontheair radio interview. . Ask reporters and everyone present to refrain from walking around the property at random. Be polite, be firm, remain calm. A calm approach is more likely to receive cooperation. . LABOUR ACTIVITIES: Direct any media inquires regarding labour strikes, union elections, or any other labour problem or activity WITHOUT COMMENT to your GM. 9. GUEST MAINTENANCE REQUEST PROCEDURES: MANAGER ON DUTY WORKING FILE 值班经理工作手册 21/64 . Obtain all necessary information from the guest or the person reporting the problem. . Personally investigate the plaint. . Decide whether: The problem can be fixed immediately. The problem can wait until the next day。 plete a Maintenance Request. An Engineer should be called in. . Handle any requests for refunds using the guidelines of the Hospitality Promise Program. 10. MOD EMPLOYEE DISCIPLINARY PROCEDURES . Obtain all the facts on the incident, including the names of any witnesses. If you are a witness to an offence, stop the employee39。 s actions or call Security. When the offence involves a guest, obtain a statement from the guest. . Ask the employee to acpany you to an office out of sight and sound of the guest rooms and public areas. MANAGER ON DUTY WORKING FILE 值班经理工作手册 22/64 PAGE 7 . Obtain the employee39。 s version of the incident. If the situation involves a severe offence, suspend the employee for the remainder of the work period. The employee must leave the hotel at that time, and must report to work the following day so that the department manager can resolve the matter with the employee. . Give。