某国际联号酒店值班经理指导手册.doc

Page PAGE 31 MANAGER ON DUTY REFERENCE MANUAL ”When the general manager is not on duty, someone must be designated in charge, on the premises, and so indicated...”  MANAGER ON DUTY REFERENCE MANUAL INDEX 100.00 REPORTS AND RECORDS 100.01 Manager on Duty Report 100.02 Daily Guest Room Checklist 100.03 Safety and Security Incidents 100.04 Guest Claims 100.05 Working with the Media 100.06 Maintenance Request Form 100.07 Guest Service Request Form 100.08 Petty Cash Expenses 200.00 EMPLOYEE RELATIONS 200.01 Discipline Procedures 200.02 Employee Accidents 200.03 Death of an Employee 300.00 GUEST SERVICE 300.01 Guest Contact Skills 300.02 American Express Refunds 300.03 Check Cashing Policy 300.04 Credit Approval 300.05 Lost and Found 300.06 Walked Guests 300.07 Courtesy Calls 400.00 SAFETY AND SECURITY 400.01 Use of the E-Key 400.02 Do Not Disturb Signs 400.03 Guests Without Credit 400.04 Elevators 400.05 Power Failures 400.06 Flooding/Plumbing Malfunctions 400.07 Disturbances 400.08 Evictions 400.09 Denial of Occupancy 400.10 Vagrants/Undesirables 400.11 Prostitution 400.12 Guest Accidents and Injuries 400.13 Sickness 400.14 Attempted Suicide 400.15 Death of a Guest 400.16 Alleged Thefts from Guests 400.17 Assaults 400.18 Armed Robbery 400.19 Investigations by Law Enforcement Agencies 400.20 Lost or Unattended Children 400.21 Hostages 500.00 FIRE 500.01 Fire Extinguishers 500.02 Fire Emergencies 600.00 BOMB THREATS 600.01 Telephone Bomb Threats 600.02 Verbal Bomb Threats 600.03 Written Bomb Threats 700.00 NATURAL DISASTERS 700.01 Floods 700.02 Tornados 700.03 Winter Storms 700.04 Hurricanes/Typhoons 700.05 Earthquakes 700.06 Structural Collapse 800.00 HOTEL POLICIES  MANAGER ON DUTY PROCEDURES SUBJECT: NUMBER: RECORDS AND RECORDS 100.00 INDEX 100.01 Manager on Duty Report 100.02 Daily Guest Room Checklist 100.03 Safety and Security Incidents 100.04 Guest Claims 100.05 Working with the Media 100.06 Maintenance Request Form 100.07 Guest Service Request Form 10