【正文】 ce. Any exchanges of dates of duty must have prior approval from the GM. 每月 MOD 值班表由總經(jīng)理 辦公室簽發(fā) Without direct authorisation of the General Manager, the MOD must NEVER agree to an oncamera TV interview, or ontheair radio interview, or newspaper interview. Requests for such interviews should be passed to the GM. 未經(jīng)總經(jīng)理同意，不得私自調(diào)整，不得電話(huà)請(qǐng)假，可以書(shū)面和當(dāng)面向總經(jīng)理申請(qǐng)調(diào)班 1. MOD DUTIES: Deal with all guest inquires and plaints in a positive manner. MOD 職責(zé)： 負(fù)責(zé)解決客人投訴及客人問(wèn)訊工作 MANAGER ON DUTY WORKING FILE 值班經(jīng)理工作手冊(cè) 9/64 . GUEST SERVICE: Handle guest plaints, authorize funds when necessary, assist with heavy business activity at the front desk and in restaurants. 客人服務(wù)：處理客人投訴，批準(zhǔn)緊急用款，協(xié)助總臺(tái)及餐廳 的重要接待工作 . QUALITY ASSURANCE: Twice (once in Shenzhen) each week day shift and four (two in Shenzhen) times each weekend shift, inspect the hotel per the MOD Report checklist. 質(zhì)量保證： . LOSS PREVENTION: Under normal circumstances and especially in times of emergency, the MOD is responsible for the safety and security of the hotel39。s guests, employees, and assets. 財(cái)產(chǎn)安全： 2. AUTHORITY: THE MOD HAS AUTHORITY TO : . Provide dissatisfied guests with refunds under the guidelines of the Hospitality Promise Program. MANAGER ON DUTY WORKING FILE 值班經(jīng)理工作手冊(cè) 10/64 PAGE 1 . In the absence of the department head, suspend and employee without pay for the remainder to the work period if that employee has mitted a serious violation. . According to hotel policy, approve the eviction of guests from the property. . Approve denial of occupancy to a guest. . Use the master key to doublelock or enter a guest39。s room. . In the event of an emergency and in the absence of the chief engineer, activate the main cutoffs for gas, electricity, or water. . Should this service bee available at Holiday Inns in China, approve refunds of American Express Travellers39。 Checks. . Approve petty cash vouchers not to exceed 500 RMB. . Supervise evacuation of the hotel when required during an emergency. MANAGER ON DUTY WORKING FILE 值班經(jīng)理工作手冊(cè) 11/64 . Be thoroughly familiar with the Fire and Emergency Procedures, a copy of which will be kept in the MOD File. . Take actions necessary to obtain payment for hotel charges from guests without credit. 3. THE MOD DOES NOT HAVE THE AUTHORITY TO: . Hire or terminate another department manager39。s employees. . Issue written warnings to another department manager39。s employees. . Alter future work schedules for another department manager. . Approve plimentary rooms. . Receive deliveries of goods for another department manage. . Alter any hotel policies or procedures, unless a life safety situation occurs in which it is advisable to do so. MANAGER ON DUTY WORKING FILE 值班經(jīng)理工作手冊(cè) 12/64 PAGE 2 4. MOD DAILY RESPONSIBILITIES: . Remain readily available to guests at all times, and generally remain in the lobby area when not making rounds or dealing with emergencies. . Initiate action on guest problems that cannot be handled by shift supervisors, and follow through on such action by checking back with the guest and appropriate personnel. . Assist in serving guests at the front desk or in the restaurant as needed during peak periods, be present at the front desk during flight arrivals and especially during group chickins. At the beginning of the shift the MOD should obtain times of all important arrivals from the Assistant Manager, GRO, or Front Office Manager. . Wear your name badge and business attire when on duty. . Make at least two (one in Zhengzhou) tours of the hotel during weekday shifts, and four (two in Zhengzhou) tours during weekend shifts. MANAGER ON DUTY WORKING FILE 值班經(jīng)理工作手冊(cè) 13/64 . Inspect a minimum of one vacant room during your shift, and plete the room inspection report. . Work through department managers and designated shift leaders to correct any deficiencies noted that can be remedied during the shift. . The MOD is authorised to obtain the Master Key from the Front Office Cashier desk in the event of an emergency, and any keys to hotel shops. When opening shops, the MOD must be acpanied by a Security Officer. . Consult and coordinate with hotel security and/or any local law enforcement officials on matters pertaining to the welfare of guests, employees, and assets of the hotel. . Act according to the hotel39。s emergency procedures, and direct hotel personnel and guests during emergency periods. MANAGER ON DUTY WORKING FILE 值班經(jīng)理工作手冊(cè) 14/64 5. OUTLINE OF MOD SHIFT ACTIVITIES PAGE 3 . Review the MOD report from the previous MOD and the MOD Log, noting any work request plaints, and other significant events that may require the attention of the MOD during your shift. . Check in with Switchboard Operator, Guest Relations Officer, FO Supervisor, Security Officer. . Pick up MOD beeper. . Make sure the MOD sign is correct. . Check with the FO to select room(s) to inspect. . Make your first tour of the property。 plete MOD report。 begin correction of any deficiencies。 check all locked areas. . Inspect guest room(s) and plete report. . After handling a guest plaint, check back with the guest within 20 minutes to make sure the guest has received satisfactory service. MANAGER ON DUTY WORKING FILE 值班經(jīng)理工作手冊(cè) 15/64 . Inventory the contents of the MOD station to make sure all items are present. Replenish any supplies as necessary. . Have a meal on one of the hotel39。s dining areas。 observe the service and food quality while dining. . Make the second round of the pr