酒店值班手册MODBook.docx

酒店值班手册MODBook.docx

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酒店值班手册MODBook

November,08

TableofContents

1

HotelFactSheet………………………………………………………

3

I

ArrivalInformation

II

HotelDetails

III

GuestRoomInformation

IV

Services

V

Restaurants&Lounges

VI

Recreation

VII

Attractions&Landmarks

VIII

High-speedInternetAccess

2

Introduction……………………………………………………………

7

I

Definition

II

Capability

III

Schedule

IV

InGeneral

V

MODReport

VI

Function

3

MODResponsibilitiesManageByWalking（MBW）……………..

10

I

HandlingGuestComplaints

II

GuestAccidents

III

AssociateAccidents

IV

HandleaSituationofPhysicalViolence

V

OtherEmergencySituations

VI

FireSituation

VII

Attempted/AccomplishSuicideControlProcedures

VIII

BombThreat

IX

DeathonHotelPremises

X

FoodBorneIllnessOutbreakNotificationProcedures

4

Formsattached………………………………………………………..

35

Hotelfactsheet

HotelnameRenaissanceWuhanHotel

Address98XuDongAvenue,WuchangDistrict

Wuhan,Hubei430062China

Phone+86278662-1388

Fax+86278662-1288

Toll-free8662-1288

Sales+86278662-1223

Salesfax86278662-1213

E-mail

Brief

AtRenaissanceWuhanHotel,youwillfindaplacewherebusinessblendsseamlesslywithpleasure.Elegant,hip,contemporary,thisdeluxeclasshotelsitsrightwheretheactionis,thedynamicbusinessdistrictofWucahng.All300guestroomsareexpressivelyyetfunctionallydesigned,withcompleteamenitiestopamperall,whetheritisforthewelltraveledbusinessexecutiveorforthefunseekingleisuretraveler.Fortheseasonedtravelerwhovaluesthefinerthingsinlife,ourRenaissanceClubFlooroffersyoujustthat,doingbusinessandrelaxinginsecludedcomfort.Wehaveanindoorpool,HealthClub,excitingarrayofupscalerestaurants&Loungesthatofferauniqueverityofinternationalcuisineinfusedwithlocalflavor,weareatyourbeckoning.Ourwellequippedbusinesscenter,stateofartmeetingfacilitiesisalwaysthere,readyforyourconferencingneeds.AttherenaissanceWuhanHotel,isjustnotaboutstayinginanyhotel.Itisaboutenjoyinglifeandhavingauniqueexperience.

ArrivalInformation

Check-InandCheckout

Check-in:

12:

00PM

Check-out:

12:

00PM

Express Check-inandExpress Check-out

Parking

∙Complimentaryon-siteparking

PetPolicy

∙Petsnotallowed

HotelDetails

∙22floors,278rooms,17suites,

∙5meetingrooms,14,768sqftoftotalmeetingspace

GuestRoomInformation（mayvarybyroomtype）

GeneralRoomAmenities

∙Airconditioning

∙Alarmclock

∙Bottledwater

∙Coffeemaker/teaservice

∙Crib

∙Electricaladapters

∙Individualclimatecontrol

∙Internetbrowser/WebTV

∙Ironandironingboard

∙Luxuriousbedding-downcomforters,customduvets,cotton-richlinens

∙Pillows:

down/feather

∙Pillows:

foam

∙Rollawaybed

∙Safe

BathroomAmenities

∙Bathrobe

∙Bathroomamenities

∙Hairdryer

∙Separatetubandshower

RoomEntertainment

∙Cablechannel:

CNN

∙Cablechannel:

ESPN

∙Cablechannel:

HBO

∙Cable/satelliteTV

∙ColorTV

∙Mini-bar

BusinessAmenities

∙Electricaloutlet:

desklevel

∙Electricaloutlet:

dual-voltage

∙Phonefeature:

speakerphone

∙Phonefeature:

voicemail

Services

ComplimentaryService

∙Coffee/teain-room

∙Shoeshine

GuestServices

∙Conciergedesk

∙Full-servicebusinesscenter

∙Safedepositboxes,frontdesk

Restaurants&Lounges

WuhanBar&Lounge

∙Tapas

∙Openforlunchanddinner

∙Contemporarydesignofferingtastybites,wideselectionofpremiumbrandsandliveentertainment.Ineveningtime

RenaissanceBrasserie

∙International

∙Openforbreakfast,lunchanddinner

∙Openkitchen,offerscasualdiningwithacontemporarycontinentalstyleofservice.Alacartemenuandbuffet.

WanLiChineseRestaurant

∙Chinese

∙Openforlunchanddinner

∙Specializesin“HongKong”Cantonescuisinewith11elegantlydesignedprivateVIProoms

Recreation

Swimming

∙IndoorPool

∙Whirlpool

Activities

∙Dowling（2.5miles）

∙Hiking

∙Jogging/fitnesstrail

∙Naturepreserve,trail

∙Rockclimbing

∙Sauna

∙Tennis（7.5miles）

∙Volleyball

FitnessFacilities

∙HealthClub

Golf

∙Orient（Wuhan）Golf&Country（18miles）

∙RedLotusGolf（28miles）

∙WuhanGold&Silverlake

∙InternationalGolfClub（10.5miles）

Spa

∙HealthClub

Appointmentrequired

Attractions&Landmarks

∙YellowCraneTower

∙EastLake

∙JianghanRoadPedestrianStreet

∙GuiyanTemple

∙HubeiProvincialMuseum

∙WuhanUniversity

∙WuhanNo.2YangtzeRiverBridge

∙EastLake

∙HubeiProvincialMuseum

High-speedInternetaccess

Locations

Connectivity

PublicAreas

∙Wireless

GuestRooms

∙Wired

MeetingRooms

∙Wired

∙Wireless

Introduction

ThismanualhasbeenpreparedasguidelineforthemembersofthemanagementteamwhoserveinthecapacityofManageronDuty（MOD）

Definition

TheManageronDutyisthepersonalreprehensiveoftheGeneralManageroftheRenaissanceWuhanHotelandisexpectedtousecommonsense,tact,diplomacyandhaveathroughunderstandingofMarriottcorporatepolicieswhenhandlinganyunusualsituationwhichmightarisewhilstonduty.

Capability

Everymanager,includingtheExecutivecomitymanagers,successfullypassedtheprobationperiodisobligatedpracticeMODresponsibilities.

ManagersaresignedupfirsttimetoMODscheduleshouldbeconcomitancebyoneyearlengthofservicemanagertoguidethemthroughouttheMODshifts.Thisshouldtakeplaceduringthefirst

（2）timesMODschedule.

Schedule

MODschedulecovers（9）shiftperweek:

PMShifts07daysaweek18:

00–23:

00hrs

AMShifts02daysaweek（Saturday&Sunday）09:

00–18:

00hrs

GSMwillcoverthesundaesPMshifts

ExecutivecommitteemembersanddepartmentheadsarecoveringtheMODweekendshiftsasthefollowing:

FridaysPM

SaturdaysAM

SaturdaysPM

SundaysAM

Ingeneral:

∙OnceMODisondutyhe/sheMUSTnotifyDTS

∙AMMODshouldnotleavethepropertyuntilthePMMODshowsup.

∙IncasePMMODcannotmakeit,theAMMODisempoweredtoassignthemostseniormanagerondutytoperformMODduties.

∙IncaseofswipingMODscheduleitistheresponsibilityofmanagerwhocomesovertoinformHRandDTStoupdatetheMODrosteranddailypackage

∙WeekendsMODsareentitleforoffdutydaytocompensatetheirlostdayoffincasethereisany.

∙ItistheresponsibilityofeachmanagertofindacoveragefortheirMODshiftsiftheywillbeawayofthepropertyforanyreasons.Incaseoffallingtofilltheirschedule,theirrespectableExecutivecommitteemembershouldbecoveringtheirMODshifts

∙FridaysPMandSaturdaysPMMODsareprivilegetostayoverinthehotelswiththeirfamilybasedonhoteloccupancy

∙ManagersarelosingtheirdayoffbecauseofMODshiftcoveringtheywouldbecompensatedforalternativedayoffduringthesameweek.

∙ManagersareextendingtheirhoursofdutytoperformasMODstheywouldbecompensatedrightnextdaytostarttheirregulardutiesat12:

00noonleavingattheirregulartime.However;ifbusinessdemandthatmanagershouldbeindutyatregularhourshe/shewouldselectanotherday,duringthesameweek,tostarttheirdutiesat12:

00noontime.Directsupervisorshouldbeinformed.

MODReport

Themanagerondutywillsignupatthebeginningofhis/hertourofdutyinMODlogbookthenpickuptheMODreportandMODnametag.MODlogbook,MODreportandMODnametagarelocatedinguestservicemanageroffice.

ManageronDuty’snametagtobewornallthetimeduringthetourofduty.

Uponthecompletionofthetourofduty,theMODwillreturnthenametagandhandovertheMODreporttoGSMthensignoutinMODlogbook.

GSMshoulddelivertheMODreporttotherespectableExecutivecomitymemberrelatedtotheMODbeforethenextdaymorningbriefing.

TheExecutivecomitymanagerwillreadthroughthereportduringthemorningbriefingthenpassittotheofroomsforfilling

Function

Whenaproblemdevelopsinthehotelwhichcannotbesatisfactorilyresolvedbythedepartmentalmanagerinchargeofthatarea,orduringtheabsenceofthedepartmentalmanager,theMODwillassumetheresponsibilityandhavetheauthoritytobringtheproblemtoprompt,satisfactorysolution.

SolutionsaretobeinconformancewiththepoliciesandproceduresoftheMarriottCorporationandwiththepoliciesandproceduresestablishedbytheGMandExecutivecomityofRenaissanceWuhanHotel.

Toensureproperresponsetoguestissues,allaccidentseitherpersonalorautomobilemustbebroughtIMMEDIATELYtotheattentionofMOD.

EmployeeaccidentsarealsotobebroughttotheattentionofMODwho,inconjunctionwithotherdepartmentalmanagerandsafetyandsecurityofficer,willensureallproceduresandpaperworksareadequatelytakencareof.

MODResponsibilities

ManageByWalking（MBW）

▪Inspecttheareasandhandleproblemsoftheareawheremanagementisnotpresentorrequireyourassistance.

▪Completeaminimumonetourofthehalls,servicearea,grounds,andpublic/meeting/officespace.Youmaychoosetoaccompanyasafetyandsecurityofficerduringoneofthisnormaltourofthehotel.

▪Tocheckanyunusualguestcommentsorcomplaintsthatcannotbehandledbythemanagementoftheareainwhichthecommentorcomplaintoccurs.

▪Toberesponsibleforhandlinganyemergencythatmaydevelopinthehotel（fire,bombthreat,accident,flooding,death,etc.）andinformtheproperagenciesorpeopleoftheseevents.

▪InallcasesONLYDTSshouldcallthepolice,firedepartmentorambulancetoensureproperrecord