【正文】 tion 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 值班經(jīng)理工作手冊 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 值班經(jīng)理工作手冊 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 值班經(jīng)理工作手冊 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。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。 observe the service and food quality while dining. . Make the second round of the property。 plete MOD report。 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 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。 Executive Office 會議室及行政辦公室 Back of the House 后樓 9:40pm Engineering Workshop 工程部辦公室 Chiller Room 空調(diào)室 High Tension Building 高壓房 10:00pm Fire Control Room 消防監(jiān)控室 Telephone Dept. 總機(jī)房 Perimeter/Parking Areas 停車場及院落 10:30pm 11:00pm Lobby 大堂 Wele Guest 迎接客人 MANAGER ON DUTY WORKING FILE 值班經(jīng)理工作手冊 8/64 SUMMARY OF DUTIES AND RESPONSIBILITIES OF MANAGER ON DUTY 值班經(jīng)理工作職責(zé) The kingtown hotel, the ManageronDuty hours begin at 17:30 . and end at 08:00 ., Monday through Friday. On Saturday, Sunday and public holidays or during any day when the usual plement of department managers are not on duty, MOD duty hours begin at 08:00 . and end at 08:. the next day. 嘉廷 酒店值班經(jīng)理， 星期一至星期五值班時間從每日下午 17:30 至 次日 早上 08:00 結(jié)束 ； 星期六和星期日及公眾的假日 值 班時間從每日早上 8:00 至 次日 早上 08:00 結(jié)束 ,除以上時間外 或在任何期間 各 部門經(jīng)理不 做 值 班 The MOD duty roster will be distributed once each month from the GM39。 Kitchen (Guest Relations) 西餐廳、廚房（客戶協(xié)調(diào)） 09:45hours Tour floors to Lobby Staircase 巡視樓層 東西翼樓梯 Guest Corridors 客房走廊 Meeting Rooms amp。 Lobby (Guest Relations) 大堂酒吧 amp。 MANAGER ON DUTY WORKING FILE 值班經(jīng)理工作手冊 1/64 INDEX / 索引 ? In House Telephone Directory 內(nèi)部電話指南 ? Manager On Duty Schedules 值班經(jīng)理工作安排 ? Summary of Duties and Responsibilities Of Manager on Duty 值班經(jīng)理的工作職責(zé) ? Patrols of Guest Room Buildings 客房樓層巡邏 ? Attempted Suicide 企圖自殺 ? Death of A Guest 客人死亡 ? Weapons 武器 ? Narcotics / Drug Abuse 濫用毒品、麻醉劑 ? Armed Robbery 持兇器搶奪 ? Fire 防火 ? Emergency Organization Flow Chart 緊急情況組織結(jié)構(gòu)圖 ? EmergencyGeneral Functions 緊急處理程序 主要作用 ? Emergency Plan 緊急處理程序計劃 ? Emergency ProcedureFire 緊急處理程序 消防 ? Emergency ProcedureFirst Aid 緊急處理程序 醫(yī)療急救 ? Emergency ProcedureElevator Break Down 緊急處理程序 電梯故障 ? Emergency Key Policy(EMK) 緊急萬能鑰匙（ EMK） ? Missing Articles Report 物品遺失報告 ? Room Inspection Check List MANAGER ON DUTY WORKING FILE 值班經(jīng)理工作手冊 2/64 房間檢查報告 ? MOD Report 值班經(jīng)理報告 ? Opening Time amp。 Kitchen 西餐廳、廚房 Lobby Bar 大堂酒吧 20:00hours Dinner 晚飯 21:00hours Lobby Bar amp。 Public Holiday Duties 周末和節(jié)假日職責(zé) 上午 8:00am Report to Front Office 向前廳報 到 Check Log Book and Sign in 檢查值班日志并簽到 Review Fire Safety and Evacuation Plan 檢查消防安全設(shè)施和防火疏散 Check VIPs Arrival 查看當(dāng)日貴賓預(yù)定 Check Entrance/Lobby Areas/Front Office 檢查入口、大堂、前廳 Business Centre 商務(wù)中心 Guest Relations 客戶協(xié)調(diào) 09:00hours Cafeteria amp。 Front Desk (Guest Relations)