【正文】 ay make at least two inspections of the property. The Manager on Duty report is pleted during the property inspections. Use of the Report The Manager on Duty Report can be used in three ways: 1) as an inspection checklist。 2) as a munications tool。s time. This section can be used to report actions taken to ensure that a guest39。s name and department, and the job being performed. Deficient performance is also noted in this section of the report. Unless the situation is severe, the manager on duty should report deficient performance to the department manager or to the department shift leader. Regular channels of authority should be followed at ail times. ? General Comments These ments may include reference to abnormal occurrences, emergencies, or special services rendered. Assistance given at the front desk, lounge, or restaurant can also be noted. Completing the Report 1) Write your name in the upper left hand corner of the report. Record the time of the inspection. 2) Inspect each area listed on the report, checking good or needs improvement for each item. Record any additional items noted on the lines marked other. 3) Take time during the shift to record any further ments on the back of the report. 4) Review any items needing attention during the following shift with the next manager on duty. 5) Forward the report to the general manager for review. Page 7 6) Write your name in the upper left hand corner of the report. Record the time of the inspection. 7) Inspect each area listed on the report, checking good or needs improvement for each item. Record any additional items noted on the lines marked other. 8) Take time during the shift to record any further ments on the back of the report. 9) Review any items needing attention during the following shift with the next manager on duty. 10) Forward the report to the general manager for review. Page 8 MANAGER ON DUTY PROCEDURES SUBJECT: NUMBER: DAILY GUEST ROOM CHECKLIST The Daily Guest Room Checklist was developed for the hotel39。s claims adjustment anisation will be notified about the incident, and a representative will contact the guest for a statement. 3) Call the claims adjustment anisation as soon as possible about the incident so that a representative can talk with the guest before the guest checks out. 4) NEVER ment to the guest on whom you think is at fault, acknowledge any responsibility on the part of the hotel, or discuss whether similar incidents have happened before. 5) When a claim report is requested, ask the guest to fill out a Hotel Guest Complaint Claim Form. Give the guest a copy of the pleted form and keep the original. Page 11 GUEST COMPLAINT CLAIM FORM HOTEL NAME HOTEL NUMBER COMPLAINANT ROOM DATE HOME ADDRESS AGE TELEPHONE DATE OF INCIDENT TIME LOCATION POLICE OFFICER BADGE VEHICLE (IF ANY) MAKE LIC. YEAR STATE BY MY SIGNATURE I CERTIFY THAT THE ABOVE INFORMATION PROVIDED BY ME IS TRUE AND HEREBY AUTHORIZE REPRESENTATIVES OF THIS HOTEL TO CHECK NECESSARY RECORDS AND/OR TO INQUIRE ABOUT THE DETAILS I HAVE FURNISHED. SIGNATURE OF HOTEL EMPLOYEE ACCEPTING ABOVE INFORMATION SIGN TIME DATE DATE Page 12 MANAGER ON DUTY PROCEDURES SUBJECT: NUMBER: WORKING WITH THE MEDIA News events, such as a death or fire at your hotel, will generally attract the attention of the media. As manager on duty, in the absence of your general manager, you may have to deal with reporters from newspapers and television stations. The following guidelines should always be used: Immediate Actions ? Tell all department managers and shift supervisors to instruct their employees to refer all questions to your general manager as the hotel sole spokesperson. This action will help to control the release of speculations or rumours. Responding to Questions If at all possible, you should refer questions to your general manager for ment, and focus on him or her as the sole spokesperson. However, if a rare situation occurs in which you must function as spokesperson, be sure to follow these guidelines: 1 ) Advise reporters that you are the hotel spokesperson and all inquiries or requests for information should be directed to you. 2) NEVER respond to questions with the statement No ment. This answer may erroneously indicate to the media that the hotel has something to hide. Instead, refer media representatives to the public agency conducting an investigation of the incident. Example: Please let me refer you to Captain Smith of the Police Department who is handling the situation. He has the information you need. This response is usually satisfactory because reporters want information that is as accurate and plete as their sources can provide. 3) If a situation arises in which you feel you must respond to a reporter, first draft a statement, using the steps in the section on preparing a statement. 4) If you are pressed for information beyond your statement, particularly questions that apply to the entire Hotel Group (for example, How many fires have occurred at your hotels so far this year?), respond by referring such questions to the general manager. 5) NEVER agree to an oncamera television interview. An oncamera interview puts you in a situation in which you must respond to whatever questions are asked, with no opportunity for preparation. Page 13 Again, you can refer reporters to the public agency in charge of any investigations. If necessary, give your prepared statement to the reporter but do it offcame