Manager On Duty
Manager On Duty
Manager On Duty
Manager on Duty
Manual
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Index
Manager on Duty
Manager on Duty Schedule
Manager on Duty Check-List
Your Hotels Service Commitment
Introduction
Guest Complaints and Possible Solutions
Guest Problem Solving
Emergency Plans
Fire Emergency
Power Failure
Computer Shutdown
Pool Emergency
Bomb Emergency
What to Do If
Accident on Property
Car Broken Into
Check-in/Check-out
Complaint Handling
Crime Prevention
Discrepancy Reports
Guest Disturbing another Guest
Guest Relocation Policy
Intoxicated Guest on Property
Item Stolen From Guest Room
Maintenance of Public Areas
Meeting Rooms, Banquet Facilities
Security Maintaining the Guests Safety and Security
Security Emergency Situations
Statement to the Press
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Manager on Duty
You have just accepted the responsibility for the safety and care of approximately 600
guests, upwards of 25 staff members and buildings worth approximately $8,000,000.
The decisions you make and actions you take will determine whether or not all of our
guests leave happy and become our properties greatest spokesperson.
When not physically required to be on property, all Duty Managers must be accessible
either by phone or pager and be able, if necessary, to return to the hotel within 10
minutes. Dont forget the primary reason for being at the hotel is to assist our guests
with any questions or concerns they may have as well as assist, where possible, the front
desk staff.
Duty Managers are also expected to do a thorough check of the hotel complex (both
inside and out) every hour during a shift. It is mandatory to carry a walky-talky on
rounds, especially at night, so that constant communication can take place with the
front desk. A final word about rounds - if for any reason, a Duty Manager feels uneasy
about walking the property, do not hesitate to have maintenance/security assist you.
Manager on Duty Schedule
During all weekend hours, there will be a designated Manager on Duty. The rules below
apply specifically to the peak periods of the year but the responsibilities are the same.
The schedule for 2002 is located in appendix 3. If you are switching your obligation with
another listed manager, please put this change in writing and submit it to the General
Manager.
Duty Managers are expected to be on property during the period of May 1 to October 15.
This includes Friday and Saturday nights (also Sunday if a long weekend) between the
hours of 6:00 p.m. to 9:00 p.m. and Saturday and Sunday mornings (also Monday if a
long weekend) between the hours of 9:00 a.m. to 11:30 a.m. If check-outs are running
late, then it is the Duty Managers responsibility to stay until the Front Desk feels
confident things have calmed down. The same is true of the evening check-in period.
Dont forget the primary reason for being at the hotel is to assist our guests with any
questions or concerns they may have as well as assist the front desk staff, where
possible. Duty Managers are also expected to do a thorough check of the hotel complex
(both inside and out) every hour during a shift. It is mandatory to carry a walky-talky
on rounds, especially at night, so that constant communication can take place with the
front desk. A final word about rounds, if for any reason, a Duty Manager feels uneasy
about walking the property, do not hesitate to have maintenance/security assist you.
When not physically required to be on property, all Duty Managers must be accessible
either by phone or pager and be able to return to the hotel within 10 minutes if
necessary.
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During the balance of the year, Duty Managers need to be on call. MOD shifts run the
entire weekend.
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I requested an iron at check in and still have not received it! Where is
it?
Responses:
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Complaint #2
Response:
Complaint #3
I just received my credit card bill and I was charged $60.00 by Your
Hotel. I never stayed at your hotel!
Response:
I am so sorry. Lets see what we can do to fix this problem. Do you have
your bill with you? In order to rectify this problem, I will need a copy of
the bill so that we can do some research. After I look into the situation,
I will call you back this afternoon. Can I have your name and number?
Before I let you go, did you ever have a reservation for our property? If
so, when was it?
Complaint #4
We have driven around the hotel two times and still cant find our
room!
Responses:
Complaint #5
Responses:
I apologize. Can we upgrade you to one of our Business Class rooms for
your inconvenience? Thank you for calling us and telling us. We
appreciate your business and want to make your stay as comfortable as
possible. Can I send someone up to deliver your new room key?
Or
I am sorry that this happened to you. Can I send a housekeeper to your
room to re-clean the bathroom? Great, I will send someone
immediately. Once again, I apologize.
Complaint #6
Responses:
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Complaint #7
I just checked in, went to my room and the key will not work.
Response:
I am so sorry. Let me give you a new key for your room. While you are
here, let me also give you a $2 voucher towards any food at Our
Restaurant. Once again, I apologize about your key not working. Here
you go, and have a nice day. (If possible, you should accompany the
guest to the room to assure the second key works)
Complaint #8
Responses:
Complaint #9
Responses:
Unfortunately, we dont have any left. I can have the housekeeper put
the ozone machine in your room. This should help take any of the
odours out of the room. Can I offer you some coffee while we set that
up in your room?
Or
I apologize. I will have the housekeeper spray air freshener in your
room. As soon as someone checks out, we will move you immediately.
Once again, I apologize for the inconvenience.
Or
I apologize. I am unable to move you to a non smoking room at this
time. I can move you tomorrow if one becomes available. Please accept
our apology and these Restaurant Dollars as our way of saying we are
sorry.
Emergency Plans
As Manager on Duty, you must be aware of the propertys safety procedures. The
propertys Fire Safety Plan is in your Management Manual as are first aid procedures.
Included in this document are additional fire safety procedures, what to do in power
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failure, how to shut down the property management system, what to do in a pool
emergency, and how to handle a bomb scare are included in the following pages.
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Fire Emergency
Please read and understand The Propertys Fire Safety Plan
In the event of the fire alarm sounding, the Front Desk will:
1. Immediately call 911 and ask for Our Citys Fire Department. (The hotel is not
directly linked to the fire dept.)
2. Give the Fire Department the name and address of the hotel as well as the location of
the fire, if known.
3. Respond to guest inquiries as follows:
a. Check the corridor for heat and smoke and, if possible, leave your room, taking
your key with you.
b. Be sure to close your room door behind you, and exit the building by the nearest
stairwell and exit. Do not use the elevators. Assemble in the parking lot.
4. Do not take incoming calls.
5. Print a current in house list by room number. (By room number will assist you with
the evacuations)
6. Get Fire Emergency Keys from Key Box for arrival of the Fire Department.
7. Secure all floats in case you are asked to leave the area by the Fire Department or it
becomes unsafe to work from this location.
8. Do not silence the alarms under any circumstances. Alarm is only to be
silenced when the Fire Dept. tells you to do so.
9. DO NOT RE-ENTER THE HOTEL UNTIL TOLD TO DO SO BY THE FIRE
DEPARTMENT.
10. At your earliest convenience the following people are to be notified:
Name, General Manager
Name, Assistant General Manager
Name, Maintenance
Name, Security
Name, Other
Telephone
xxx-xxx-xxxx
xxx-xxx-xxxx
xxx-xxx-xxxx
xxx-xxx-xxxx
xxx-xxx-xxxx
Cell
xxx-xxx-xxxx
xxx-xxx-xxxx
xxx-xxx-xxxx
xxx-xxx-xxxx
xxx-xxx-xxxx
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Currently, we do not have a backup generator. Therefore, the only lighting automatically
activated is the emergency battery operated light packs (lasting about 35min) located
throughout the hotel. There is no emergency lighting in the guestrooms.
1. During a power failure, contact the public utilities immediately at xxx-xxxxxxx and determine if the problem is internal or local and try to determine how long
the power may be down. Advise our staff and guests accordingly.
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Telephone
000-000-0000
000-000-0000
000-000-0000
000-000-0000
000-000-0000
Cell
000-000-0000
000-000-0000
000-000-0000
000-000-0000
000-000-0000
Step 2:
1.
2.
3.
4.
Select Reports.
Select Housekeeping.
Select Rooms Free, clean rooms only.
Print.
Step 3:
1. Log out of all terminals except file server.
2. Shut down ALL interfaces on fileserver by hitting Cntl Alt Del. Select Task
Manager and End Task.
3. On Starview box, select each screen #1 4. Select start on each individual screen
and hit shutdown.
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Step 4:
1. Get blank registration cards out of the drawer under the main telephone for any
walk-ins.
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b. Be sure to close your room door behind you, and exit the building by the nearest
stairwell and exit. Do not use the elevators. Assemble in the parking lot away
from the building.
5. Do not take incoming calls.
6. Print a current in house list by room number. (By room number will assist you with
the evacuations)
7. Get Emergency Keys from Key Box for arrival of the Police Department.
8. Secure all floats in case you are asked to leave the area by the Police Department or it
becomes unsafe to work from this location.
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Telephone
000-000-0000
000-000-0000
000-000-0000
000-000-0000
000-000-0000
Cell
000-000-0000
000-000-0000
000-000-0000
000-000-0000
000-000-0000
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What to Do Ifcontinued
5. Provide the guest with the General Managers business card and assure the guest
that the General Manager will be contacting them directly.
6. If for any reason, the press calls about the situation, see below.
7. Complete an Occurrence Report making sure to complete all details including the
apparent condition and disposition of the guest.
Check-in/Check-out
1. If you are on property, be available during prime time to help guests with any
problems.
2. If the front desk 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 number but forward it to the
proper room. If this call is coming in on an 800 line, the caller should be asked
to call back on a regular line.
- If the call is for a reservation, take the clients telephone number (all of our
reservation lines are busy, may we call you back in 15 minutes) and then
make sure the call is returned in 10 minutes.
3. If the front desk is slammed, offer to make Courtesy Calls.
4. If the guest is claiming a Hotel Reward Program Room without a prior booking:
- If we are not going to sell-out, grant the request.
- If we are going to sell-out, apologize for not having anything available this
evening and note the policy on of the Reward Program that requires the room
be previously booked through the given 800 number.
5. If the guest is claiming a half-price Entertainment Card rate without a prior
booking:
- If we are not going to be more than 80% sold-out, grant the request.
- If we are going to be more than 80% occupied, offer them 10% off (senior rate)
the rack rate. If they insist on the half price, ask them to note the policy in their
Entertainment Club guide and to call the Entertainment Club 800 number
that they have in the guide.
6. Be helpful to the Guest Service Representatives in any way you can.
Complaint Handling See Guest Problem Solving
Crime Prevention
Crime prevention is the responsibility of every Our Hotel employee. Although we are not
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armed guards, we can observe, report and act. There are some basics we can incorporate
into our daily routines that assist in achieving our goal of providing a safe and secure
environment for our employees and guests.
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What To Do Ifcontinued
You will want to greet everyone who approaches the Front Desk with the appropriate
greeting: good morning, afternoon, etc. Even though you may be busy at the moment,
the greeting followed by, "I'll be with you in a moment," places the person on notice that
we are observant and attentive.
Make a note of any suspicious activities and/or people. Write down license plate
numbers and descriptions of any suspicious vehicles. A written description will be
extremely helpful, as well.
You should report any suspicious behaviour to a manager right away. If a manager is not
promptly available, call the police immediately! Do not wait until something goes wrong.
1. Greet everyone that approaches the Front Desk right away.
2. Write down descriptions of suspicious persons, activities or vehicles (remember
to get a license plate number, if appropriate.
3. If you feel it is warranted, call the police.
Discrepancy Reports
Discrepancy Reports are performed by the Guest Service Representatives when
housekeeping has handed in the Room Status Report. The Discrepancy Report
compares the Housekeeping Room Status Report with what the computer shows. If
there is a discrepancy, the guest room must be checked and the discrepancy eliminated.
This will prevent guest rooms shown as occupied but actually empty (for example, a
guest check-in for two nights but left after one without formally checking out) from
going unsold.
Guest Disturbing Another Guest
If we have a guest disturbing another guest for any reason, (sports team rowdiness etc.)
then:
1. The guest should be informed that he is to immediately cease being disruptive
and that if he doesnt that he will be immediately removed from the property, the
police to be called if necessary.
2. If it is after 10 p.m. and there are more people in a guest room than are
registered, only those registered in the room should be allowed to remain. Use
your best judgment. May be used during a second visit to room.
3. If the guest persists, they are to be removed from the property. This is a 0
tolerance issue.
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What To Do Ifcontinued
Guest Relocation Policy If Hotel Is Overbooked
If a guest arrives with a guaranteed reservation and the hotel has oversold (no guest
room available), then the following will be provided:
1. A guest room at an alternate lodging of the same quality (better if not available)
with our property paying for the first night.
2. Transportation to the alternate establishment.
3. A free long distance telephone call (five minute duration).
4. Offer to bring the guest back to the hotel the following day with the
transportation provided.
5. We should be writing to the guest with an apology and offering a free overnight
stay.
Intoxicated Person On Property
If there is an intoxicated person (not registered to a guest room) on the property and he
is disturbing other guests:
1. The guest should be informed that he is to immediately cease being disruptive
and that if he doesnt that he will be immediately removed from the property, the
police to be called if necessary.
2. If the guest persists, they are to be removed from the property. This is a 0
tolerance issue.
3. Have a sober person from his group drive him home or we should offer to put the
gentleman in a cab. Pay for the cab if necessary.
4. Notes should be made in the Duty Manager Book.
5. If police are called, an Occurrence Report should be completed.
Item Stolen From Guestroom
If a guest claims that an item was stolen from their guest room and there are no visible
signs of a break-in:
1. Have the guest describe the item(s) in question.
2. Advise the guest that we will look into the problem:
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What To Do Ifcontinued
Maintenance of the Hotel Entrance and Public Areas
The hotel must remain spotless at all times. All lighting in working order, no cobwebs,
litter picked-up, etc. This is an important part of any property walk-around.
Meeting Room, Banquet Facilities
You should be completely familiar with all meeting facilities. Please read the properties
banquet packages and discuss with the Director of Catering and the Director of Sales as
to what they believe should be said and shown if there is a request to see the facility
You should also be aware of where Banquet Packages are located so that you can
respond to requests in a positive way.
Security Maintaining the Guests Security and Safety
Each member of Our Hotels Staff plays a significant and vital role in the on-going
security and safety of our guests. It is not required that you possess any special training
or education to serve as a security and safety officer. Basically, you need to be observant
and responsive.
Remember, a great deal of the guest's safety lies in your hands. It is critical to know that
guest room numbers and keys should not be given out to others under any
circumstances. You never really know the true intentions that someone may have
towards a guest, even if the parties are related. If someone demands to speak to one of
your guests and wishes to know the room number in which they are staying, then you
should call the guest's room without revealing the room number, and then connect the
line to a house phone. If the guest then wishes to identify their room number to the
other party, then you and Your Hotel are no longer responsible.
Remember, when staying at our hotel, guests rely on you to maintain their privacy and
security.
Security Emergency Situations
When confronted with an emergency situation that involves a guest or an employee, it is
of utmost importance that you remain calm and try to control the situation. If you are
notified of a problem by telephone, you will need to accurately record the information
you are given so that you can report that information as quickly as possible to the proper
emergency services, such as police, fire department, ambulance etc.
Any time there is an emergency situation, you should immediately summon a member
of management regardless of the hour of day. If a manager is not on duty, call one at
home.
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What to Do Ifcontinued
4. Be considerate and genuinely concerned.
5. Notify a manager immediately.
6. Turn your notes or reports over to a manager.
Statement to the Press
All statements to the press should come from the Vice President, Operations, the hotels
General Manager or the Assistant General Manager. All requests should be met with a
referral to one of these individuals.
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911
Air Conditioning
Company Name
Night Telephone
Company Name
Night Telephone
000-000-0000
000-000-0000
000-000-0000
000-000-0000
Boiler/Gas
Company Name
Night Telephone
000-000-0000
000-000-0000
Cardlocks
Company Name
Night Telephone
000-000-0000
000-000-0000
Company Name
Night Telephone
000-000-0000
000-000-0000
Hardware
Company Name
Night Telephone
000-000-0000
000-000-0000
Bank Machine
Company Name
Night Telephone
000-000-0000
000-000-0000
Dry Cleaning
Company Name
000-000-0000
Electrical
Company Name
Night Telephone
000-000-0000
000-000-0000
Company Name
Night Telephone
000-000-0000
000-000-0000
Elevator
Company Name
Night Telephone
000-000-0000
000-000-0000
Garbage
Company Name
Night Telephone
000-000-0000
000-000-0000
Gas
Company Name
Night Telephone
000-000-0000
000-000-0000
Computers:
Front Desk,
Software
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Glass
Locksmith
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Company Name
Night Telephone
000-000-0000
000-000-0000
Company Name
Night Telephone
000-000-0000
000-000-0000
Company Name
Night Telephone
000-000-0000
000-000-0000
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Movies, In-room
Company Name
Night Telephone
000-000-0000
000-000-0000
Plumbing
Company Name
Night Telephone
000-000-0000
000-000-0000
Company Name
Night Telephone
000-000-0000
000-000-0000
Cell
General Manager
Name
000-000-0000
000-000-0000
Assistant Manager
Name
000-000-0000
000-000-0000
Director of Catering
Catering Assistant
Catering Supervisor
Executive Chef
Sous Chef
Name
Name
Name
Name
Name
000-000-0000
000-000-0000
000-000-0000
000-000-0000
000-000-0000
000-000-0000
000-000-0000
000-000-0000
000-000-0000
000-000-0000
Name
000-000-0000
000-000-0000
Executive Housekeeper
Laundry Supervisor
Name
Name
000-000-0000
000-000-0000
000-000-0000
000-000-0000
Maintenance Manager
Name
000-000-0000
000-000-0000
Sales
Director of Sales
Sales Manager
Sales Coordinator
Name
Name
Name
000-000-0000
000-000-0000
000-000-0000
000-000-0000
000-000-0000
000-000-0000
Security Manager
Name
000-000-0000
000-000-0000
Conference Services
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Our Hotel
Our Address, Our City, Our Province, Our Postal Code
Acknowledgement of Receipt of Manager on Duty Manual
I acknowledge that I have received my personal copy of Our Hotel Manager on Duty
Manual. In consideration of my employment with the Hotel, I agree to read, observe, and
abide by the conditions of employment, policies and rules contained in this manual. I
understand this manual is designed for quick reference and general information and sets
forth many but not all of the Hotels policies and guidelines under which the Hotel
operates. I also acknowledge that this manual is not in any way intended as a contract of
employment.
I understand that the policies and procedures described in this manual are for the
purposes of the information only and may be amended or modified by the Hotel at any
time, with or without prior notice.
Employee Signature
Date
Managers Signature
Date
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