酒店值班经理指引手册.docVIP

MANAGER ON DUTY PROCEDURES MANUAL ”When the general manager is not on duty, someone must be designated in charge, on the premises, and so indicated...” MANAGER ON DUTY PROCEDURES MANUAL INDEX ADMIN-1 Management Coverage As Management Development ADMIN-2 General Managers Responsibilities ADMIN-3 Manager On Duty Procedures Manual ADMIN-4 Manager On Duty Job Description ADMIN-5 Training The New Manager On Duty ADMIN-6 Scheduling ADMIN-7 Outline of Shift Activities ADMIN-8 Manager On Duty Station MANAGER ON DUTY PROCEDURES SUBJECT: NUMBER: MANAGEMENT COVERAGE AS MANAGEMENT DEVELOPMENT ADMIN -1 The hotel never closes. This is a fact of life peculiar to our industry. It is confirmed by the Hotel Group Rules of Operation that establishes 24-hour management coverage as the obligation of every hotel. The Manager on Duty program is an action plan designed to pull maximum benefits from our commitment to 24-hour service for our guests. Its advantages lie in the viewpoint that management coverage contributes to management development. The Importance of Preparation The individuals who work as managers on duty are being given first-hand experience at running the entire hotel. This position should be awarded on the basis of adequate preparation and sufficient authority to perform as effectively as a general manager. Acting as manager on duty can then be regarded as a privilege and not as a burden, as a career development step instead of a caretaker function. The Manager on Duty program supports this viewpoint in several ways: 1) A job description that clearly defines the criteria for selecting a manager on duty, and the limits of authority and responsibilities to be observed by every manager on duty. 2) A manual that provides a resource on customer contact skills, emergency procedures, and policies critical to competence as a manager on duty. 3) A training schedule that outlines the activities to be completed by a new manager on duty in order to prepare f