Manager on Duty

8/16/2019 Manager on Duty

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Your Hotel

Manager on Duty

Manual

Month / Day / Year

(It is important that you review every section of this manual and add to, change orremove all sections that do not match up with your property. It is also important toreview this document with regards to what is legally correct in your operating area and if you operate in a union environment, that the words stay within the context of theexisting union contract.)

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Index

Manager on Duty Manager on Duty !chedule

Manager on Duty "hec#$%ist & Your 'otels !ervice "ommitment Introduction *uest "omplaints and +ossile !olutions

*uest +rolem !olving -mergency +lans

ire -mergency 0+ower ailure 0"omputer !hutdown 1+ool -mergency 234om -mergency 23

5hat to Do If 23 6ccident on +roperty 22"ar 4ro#en Into 22"hec#$in/"hec#$out 22"omplaint 'andling 27"rime +revention 27Discrepancy 8eports 27*uest Disturing another *uest 2*uest 8elocation +olicy 2Intoxicated *uest on +roperty 2&Item !tolen rom *uest 8oom 2&Maintenance of +ulic 6reas 2&

Meeting 8ooms, 4an9uet acilities 2!ecurity : Maintaining the *uests !afety and !ecurity 2!ecurity : -mergency !ituations 2!tatement to the +ress 2;

6ppendix 2. -mergency


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Manager on Duty

You have =ust accepted the responsiility for the safety and care of approximately;33 guests, upwards of 7 staff memers and uildings worth approximately >0,333,333.


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During the alance of the year, Duty Managers need to e on call. MAD shifts run theentire wee#end.



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Manager On Duty Check-List (see forms)


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reservation until the time they leave the property.

#he Guest""" Our Most $alua%le &sset'



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Guest (ro%lem Solving

Introduction

5hen a guest perceives we have not met their expectations, this dissatisfaction may e

expressed through anger.


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I apologiCe for the inconvenience. 5e have a dry cleaning service."ould we send your clothing to the cleanersF


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"omplaint E7 % made a reservation * months ago and guaranteed it with a creditcard. +ow you are telling me you do not have any rooms&

8esponseB I can understand your anger. I would e upset as well. 5e have madearrangements for you at another hotel down the street. 5e will e

paying for tonights stay and would li#e to offer you a discount for younext stay here. Ance again, I apologiCe for the inconvenience.

"omplaint E % !ust received my credit card bill and % was charged *-.-- by Your otel . % never stayed at your hotel&

8esponseB I am so sorry. %ets see what we can do to fix this prolem. Do you have your ill with youF In order to rectify this prolem, I will need a copy of the ill so that we can do some research. 6fter I loo# into the situation,I will call you ac# this afternoon. "an I have your name and numerF4efore I let you go, did you ever have a reservation for our propertyF Ifso, when was itF

"omplaint E& 'e have driven around the hotel two times and still cant find ourroom&

8esponsesB I am so sorryG I understand how directions can e hard to follow. %etsloo# at the map again.

)rI apologiCe for the inconvenience. %ets see if we can find your roomtogether. (7 towards any 8estaurants foodF 6gain, I

apologiCe.

"omplaint E 'e !ust checked into your hotel and our bathroom is dirty.

8esponsesB I apologiCe. "an we upgrade you to one of our 4usiness "lass rooms for your inconvenienceF


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I am so sorry. 5e have had some prolems with the pluming thathave een corrected. 6s a to#en of our 'ospitality, please accept a (>23in rea#fast vouchers from Aur 8estaurant or >73 reate on yourcurrent stay etc.). Ance again, we apologiCe.



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"omplaint E I =ust chec#ed in, went to my room and the #ey will not wor#.

8esponseB I am so sorry. %et me give you a new #ey for your room. 5hile you arehere, let me also give you a >7 voucher towards any food at Aur8estaurant. Ance again, I apologiCe aout your #ey not wor#ing. 'ere

you go, and have a nice day. (If possile, you should accompany theguest to the room to assure the second #ey wor#s)

"omplaint E0 % made my reservation four months ago and requested poolsideground floor. )ur room is located on the 0nd floor facing the parkinglot.

8esponsesB I am so sorry. 5e will move you immediately. "an I have someone get your luggage for you so that you wont have to wal# ac# to your roomF)rI am sorry. nfortunately, we do not have any rooms left in that area."an I offer you a larger room with a refrigerator for the same priceFAnce again, I apologiCe.)rI apologiCe. nfortunately, we are totally out of poolside rooms. Imight e ale to move you tomorrow, if someone chec#s out. or yourinconvenience, let me give you >.33 in 8estaurant Dollars that can eused in our 8estaurant at any time. Ance again, I apologiCe for theinconvenience we have caused you.

"omplaint E1 % guaranteed a nonsmoking room when % made the reservation. +owyou are telling me you do not have any non smoking rooms available.

8esponsesB nfortunately, we dont have any left. I can have the house#eeper putthe oCone machine in your room.


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failure, how to shut down the property management system, what to do in a poolemergency, and how to handle a om scare are included in the following pages.



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+ire *mergency

Please read and understand The Property’s Fire Safety Plan

In the event of the fire alarm sounding, the +ront Desk willB

2. Immediately call 122 and as# for Aur "itys ire Department. (


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"urrently, we do not have a ac#up generator.


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7. Be advised that in the event of an electrical emergency, the following people are to be notified, in the following order


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!tep &B

2. *et lan# registration cards out of the drawer under the main telephone for any wal#$ins.



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&/ter (o,er is 0estored

An main switchoard

2. !elect function.

7. !elect day service to restore normal function.

%og ac# on all computers.

(ool *mergency

6fter the front des# is notified of a prolemB

2. If the prolem re9uired medical attention or the police, call 122 immediately, clearlydescriing the nature of the emergency and our location.

7. Jotify our security of the prolem.

. Jotify the M.A.D. of the prolem.

&. 8ender any assistance that the guest re9uires.

. "omplete an Accurrence 8eport.

1om% *mergency

Please read and understand your Property’s Bomb Threat !anual

In the event of a om emergency, the +ront Desk willB

2. Immediately call 122 and as# for Your "itys +olice Department. (


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. 4e sure to close your room door ehind you, and exit the uilding y the neareststairwell and exit. Do not use the elevators. 6ssemle in the par#ing lot awayfrom the uilding.

. Do not ta#e incoming calls.

;. +rint a current in house list y room numer. (4y room numer will assist you withthe evacuations)

. *et -mergency eys from ey 4ox for arrival of the +olice Department.

0. !ecure all floats in case you are as#ed to leave the area y the +olice Department or it ecomes unsafe to wor# from this location.



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1. Do not silence the alarms under any circumstances. 6larm is only to esilenced when the +olice Department tells you to do so.

23. 1) +)2 344+243 24 )246 +2%6 2)61 2) 1) #) 8Y 24 $)6%;4 14$A32:4+2.

22. 6t your earliest convenience the following people are to e notifiedB


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7. 6s# the guest to descrie any lost items

. 6pologiCe for the situation if the hotel could e conceivaly at fault.

&. If the guest tries to estalish hotel liaility, estalish that he should e contacting

his/her insurance company as we will ours.


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2hat to Do I/3continued

. +rovide the guest with the *eneral Managers usiness card and assure the guestthat the *eneral Manager will e contacting them directly.

;. If for any reason, the press calls aout the situation, see elow.

. "omplete an Accurrence 8eport ma#ing sure to complete all details including theapparent condition and disposition of the guest.

Check-in5Check-out

2. If you are on property, e availale during ?prime time@ to help guests with anyprolems.

7. If the front des# is ?slammed@, offer to answer the telephone$ If the call is for a department, forward it to the proper extension.$ If the call is for a hotel guest, do not give the room numer ut forward it to the

proper room. If this call is coming in on an 033 line, the caller should e as#edto call ac# on a regular line.

$ If the call is for a reservation, ta#e the clients telephone numer (? and thenma#e sure the call is returned in 23 minutes.

. If the front des# is ?slammed@, offer to ma#e "ourtesy "alls.

&. If the guest is claiming a ?'otel 8eward +rogram 8oom@ without a prior oo#ingB$ If we are not going to sell$out, grant the re9uest.

$ If we are going to sell$out, apologiCe for not having anything availale thisevening and note the policy on of the 8eward +rogram that re9uires the room e previously oo#ed through the given 033 numer.

. If the guest is claiming a half$price ?-ntertainment "ard@ rate without a prior oo#ingB

$ If we are not going to e more than 03L sold$out, grant the re9uest.$ If we are going to e more than 03L occupied, offer them 23L off (senior rate)

the rac# rate. If they insist on the half price, as# them to note the policy in their?-ntertainment "lu@ guide and to call the ?-ntertainment "lu@ 033 numerthat they have in the guide.

;. 4e helpful to the *uest !ervice 8epresentatives in any way you can.

Com)laint Handling 6 See Guest (ro%lem Solving

Crime (revention

"rime prevention is the responsiility of every Aur 'otel employee. 6lthough we are not



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armed guards, we can oserve, report and act.


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2hat #o Do I/3continued

You will want to greet everyone who approaches the ront Des# with the appropriategreetingB good morning, afternoon, etc. -ven though you may e usy at the moment,the greeting followed y, INll e with you in a moment, places the person on notice that

we are oservant and attentive.

Ma#e a note of any suspicious activities and/or people. 5rite down license platenumers and descriptions of any suspicious vehicles. 6 written description will eextremely helpful, as well.

You should report any suspicious ehaviour to a manager right away. If a manager is notpromptly availale, call the police immediatelyO Do not wait until something goes wrong.

2. *reet everyone that approaches the ront Des# right away.

7. 5rite down descriptions of suspicious persons, activities or vehicles (rememerto get a license plate numer, if appropriate.

. If you feel it is warranted, call the police.

Discre)ancy 0e)orts

Discrepancy 8eports are performed y the *uest !ervice 8epresentatives whenhouse#eeping has handed in the 8oom !tatus 8eport.


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&. Jotes should e made in the hotel log.

. If police are called, an Accurrence 8eport should e completed.



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2hat #o Do I/3continued

Guest 0elocation (olicy I/ Hotel Is Over%ooked

If a guest arrives with a guaranteed reservation and the hotel has oversold (no guest

room availale), then the following will e providedB

2. 6 guest room at an alternate lodging of the same 9uality (etter if not availale) with our property paying for the first night.

7.


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$ Puestion the house#eeper in 9uestion.$ 8ead the loc# (our loc#s tell us who has een in the guest room during his stay).

.


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2. !tay calm $ #eep situation under control.

7.


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2hat to Do I/3continued

&. 4e considerate and genuinely concerned.

. Jotify a manager immediately.

;.


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&))endi 8" *mergency (hone List


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*lass "ompany Jame 333$333$3333Jight


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Movies, In$room "ompany Jame 333$333$3333Jight


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&))endi :" Manager on Duty Check-list4 *vening Shi/t #ee 9orms



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&))endi ;" Manager on Duty Check-list4 Morning Shi/t #ee 9orms



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&))endi


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Aur 'otelAur 6ddress, Aur "ity, Aur +rovince, Aur +ostal "ode

&ckno,ledgement o/ 0ecei)t o/ Manager on Duty Manual

I ac#nowledge that I have received my personal copy of Aur 'otel Manager on Duty

Manual. In consideration of my employment with the 'otel, I agree to read, oserve, andaide y the conditions of employment, policies and rules contained in this manual. Iunderstand this manual is designed for 9uic# reference and general information and setsforth many ut not all of the 'otels policies and guidelines under which the 'oteloperates. I also ac#nowledge that this manual is not in any way intended as a contract ofemployment.

I understand that the policies and procedures descried in this manual are for thepurposes of the information only and may e amended or modified y the 'otel at anytime, with or without prior notice.

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Manager on Duty

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