【正文】 20:00hours Dinner 晚飯 21:00hours Lobby Bar amp。 大廳（與客人溝通） Tour floors to Lobby Staircase with Security 巡視樓層?xùn)|西翼樓梯的安全 Guest Corridors 客房走廊 Meeting Rooms 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(bào) 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。 Executive Office 會(huì)議室及行政辦公室 Back of the House 后樓 10:00hours Breakfast 早餐 10:30hours Engineering Workshop 工程部辦公室 High Tension Building 高壓房 11:00hours Tour Guest Corridors 巡視客房走廊 Fire Control Room 消防監(jiān)控室 Telephone Dept. 總機(jī)房 Perimeter/Parking Areas MANAGER ON DUTY WORKING FILE 值班經(jīng)理工作手冊(cè) 7/64 停車場及院落 Check all Restaurants and Staff Canteen 檢查所有餐廳及員工餐廳 11:30hours Lobby duty to wele Guest 在大堂迎接客人 12:00nn Dinner 午餐 6:00pm Lobby Guest Relations 大堂 客戶協(xié)調(diào) Check Entrance/Lobby Areas/Front Office 檢查入口、大堂、前廳 Business Centre 商務(wù)中心 7:00pm Cafeteria amp。 Front Desk (Guest Relations) 大堂酒吧和前臺(tái)（與客人溝通） Tour floors ？ th Floor to Lobby Staircase 巡 視樓層從 ？層 至大廳 樓梯 Guest Corridors 客戶樓梯 Meeting Rooms amp。s office. 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，不得電話請(qǐng)假，可以書面和當(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 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。s employees. . Issue written warnings to another department manager39。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。 begin correction of any deficiencies。s dining areas。 check on earlier problems。 check all locked areas. . Make a copy of the MOD report for the next MOD and put in back of MOD logbook. . Turn in all reports. 6. MOD SAFETY AND SECURITY INCIDENTS: . Document any incident that involves the following circumstances: Damage to or destruction of any facility asset. Injury to an employee. Injury to a guest. MANAGER ON DUTY WORKING FILE 值班經(jīng)理工作手冊(cè) 16/64 PAGE 4 Loss of a guest39。 DO NOT release a copy to a guest, as these records are confidential. If the guest wishes to file a plaint, provide the guest with the Guest Complaint Claim Form. 7. MOD GUEST CLAIMS: . Remain calm and impartial when dealing with a guest who is agitated and upset. NO NOT ARGUE. MANAGER ON DUTY WORKING FILE 值班經(jīng)理工作手冊(cè) 17/64 . Do not discuss any claims against the hotel. Tell the guest that the hotel39。s sole spokesperson. This action will help control speculation and rumours. If possible, refer all questions to the GM for ment. IF you MUST act as spokesperson, follow these guidelines: . Advise reporters that until the GM arrives, you are the hotel39。 plete a Maintenance Request. An Engineer should be called in. . Handle any requests for refunds using the guidelines of the Hospitality Promise Program. 10. MOD EMPLOYEE DISCIPLINARY PROCEDURES . Obtain all the facts on the incident, including the names of any witnesses. If you are a witness to an offence, stop the employee39。s version of the incident. If the situation involves a severe offence, suspend the employee for the remainder of the work period. The employee must leave the hotel at that time, and must report to work the following day so that the department manager can resolve the matter with the employee. . Give a written report on the offence to the department manager on the following day. 11. MOD EMPLOYEE ACCIDENT PROCEDURES Supervisors and employees must be trained that when an employee is injured while on duty, the injury must be immediately reported to the department manager, in the absence of the department manager, the incident must be reported to the MOD.