【正文】 s problem. Be attentive and show concern by using eye contact and phrases like I understand. 5) Stay with the guest. Do not interrupt the discussion by answering a telephone call or helping som。s problem before approaching the guest. ? Guest problems should be handled diplomatically, quietly, and away from guest areas if possible. ? Every effort should be made to resolve problems to the satisfaction of both the guest and the hotel. ? If a guest has been inconvenienced to any degree or has a problem that cannot be resolved, refer to the procedures in Sections of the Services Promise Program. Guest Contact Skills Use the following skills when dealing directly with the guest: 1) Introduce yourself. 2) Find out the guest39。s service request or plaint: 1) Know your resources. ? Learn as much as you can about the policies that govern the operation of the hotel, apply to certain types of plaints, and limit your authority. ? Bee familiar with the basic procedures for running other departments at the hotel besides your own. Service standards which have been developed by each department in your hotel are an excellent resource when handling service requests or plaints. Knowing your resources gives you the advantages of finding the causes of a problem and working out a quick solution. It also adds confidence to your approach to the guest so that you can react objectively and not emotionally, with facts and not with arguments. 2) Know how to respond effectively to the guest as a person. ? Put yourself in the guest39。 the area. Do not attempt to clean up or remove anything from the area until you receive permission from local authorities. 7) Advise guest service and switchboard personnel that no information may be given out to guests or media representatives. All requests for information should referred to you as the manager on duty. 8) Call the general manager. Followup and Reporting 1) Contact the following agencies by telephone to report an employee death: ? The local . office ? The claims adjustment anization 2) Notification of next of kin is normally handled by the local law enforcement agency. However, there may be cases where the general manager will want to fill this role. Page 25 INSERT YOUR HOTEL39。s First Report of Work Injury form. The employee should sign the report if he or she refuses medical treatment. 4) Do not allow an employee who has received medical treatment to return to work without a doctor39。s next of kin. Followup and Reporting 1) Contact the doctor or the hospital to determine the employee39。s version of the incident. If the situation involves a severe offence, suspend the employee without pay for the remainder of the work period. The employee should leave the hotel at that time but should return on the following day so that the department manager can resolve the matter with the employee. 4) Give your report on the offence to the department manager on the following day. Page 23 MANAGER ON DUTY PROCEDURES SUBJECT: NUMBER: EMPLOYEE ACCIDENTS When an employee is injured while on duty, the incident should be reported to the manager on duty in the absence of the department manager so that a workmen39。s actions, if possible. When the offence involves a guest plaint, obtain a statement from the guest. 2) Ask the employee to acpany you to the manager39。 $ ? No: Transmittal number. Leave blank. This number will be added later when a transmittal is pleted. ? Date: The date of the transaction. (The voucher can be timestamped.) ? For: Description of the expense. ? Charge to: The name of the department to which the expense will be charged, and its general ledger classification. ? Approved by: The signature of the manager on duty (the person disbursing the petty cash). ? Received by: The signature of tile person receiving the cash. 3) Attached to the voucher any invoices, sales slips, receipts, or other documentation that supports the expense. These documents should be stamped PAID in order to prevent their reuse. 4) Place the voucher and its documentation in the manager on duty bank. Page 20 PETTY CASH VOUCHER Page 21 MANAGER ON DUTY PROCEDURES SUBJECT: NUMBER: EMPLOYEE RELATIONS INDEX Discipline Employee Accidents Death of an Employee Page 22 MANAGER ON DUTY PROCEDURES SUBJECT: NUMBER: DISCIPLINARY PROCEDURES The actions for which an employee may receive discipline should be outlined in the hotel conduct policy. The conduct policy should also identify those offences which are of greater severity and therefore merit a temporary suspension without pay. Your hotel conduct policy may be inserted here or in Section 800. The manager on duty has the authority to correct an employee39。s mail box. 9) Retain the carbon copy of the request form, and use it to follow up on the request. Room Changes 1) If a room change is needed and the change cannot be made immediately, record the change on the guest service request form. 2) Check the box for Front Office to indicate that this department will plete the room change. 3) Record the guest39。s request is not fotten. To expedite guest service it may also be necessary to make an immediate verbal request to the appropriate department. By retaining the duplicate copies in the request book over a period of time, a valuable history of guest requests is kept. Trends in the types of services required can be established by using the records. Here is a list of the various service requests that may be asked of your hotel: 1) Extra linen (blanke