duty manager's manual

DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE

SHERIF NOAMAN www.sherifnoaman.org

Manager on Duty, Authorities & Responsibilities

DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE / SHERIF NOAMAN

The Duty Manager Manual is Tailored to Serve all Managers on Duty in

their Daily Tasks and Job Requirements, it meant as an Efficient tool to

be the Guide for a Professional organizing of the Manage on Duty Shift,

accompanied by the Most Frequent Delicate Cases and Situations it may

occur and it will be within the Global Responsibilities of the Duty

Manager.

The Duty Manager Manual is considered as an Internal Policy for

Handling Matters and situations that effect the Guest or the Property

Safety and emergency situation, and it should be followed By all Duty

Managers In Charge.

The Duty Manager Manual Should Be always Kept in the Duty Manager

Station either the Lobby Desk , or in Each Manager Original Office for

any References Needed.

Hope that this Tool will reach the aimed Objective in Facilitating and

Standardizing the Duty Managers Performance as well as your own

professional needs.





Consists

Outline of shift activities

At the beginning of the shift - at the end of the shift

Property inspection

Limits of authority

Daily responsibilities

Property checklist

Room inspection checklist

A Manager on Duty station

Training the new Manager on Duty

Safety and Security

Duty Manager Forms





Outline of Shift Activities

As we mentioned in the introduction , The Manager on Duty.. A Mix between unlimited authorities and Responsibilities. The outline given below list activities that should be performed by the manager on duty during each Day of Operation. It should be followed more or less in the order shown. Used together with the authorities and responsibilities described in the job description, the outline completes the picture of the manager on duty function. In addition to the activities listed, the manager on duty may be called upon to handle guest complaints. All guests’ complaints should have top priority for the manager on duty’s time. Any of the routine shift activities can and should be interrupted or eliminated to provide time for handling the guest’s needs and following up on the actions taken to resolve a complaint.





At the beginning of the shift:

Meet with the previous manager on duty (if any) review the Previous Day manager on duty report, noting any work requests, guest complaints and other significant events which may require the attention of the manager on duty during the succeeding Day.

Sign for the manager on duty key or Card.

Pick up any communication equipment (beeper, Portable Phone, etc.) assigned to the manager on duty.

Check the switchboard operator, guest relations or shift leader, security officer, where applicable.

At the End of the shift:

Hand over the Full Situation to the Next Manager on Duty if Any or the Night Manager .

Turn in the Manager on Duty Report to the General Manager’s office.

Deliver Back the Manager on Duty Key or Key card to the Front Office.

Deliver Back any Communication equipment to the Telephone Operator.





Property Inspection

1. With the Front Desk staff, select a minimum of One vacant guest room for inspection purposes.

2. Inspect the guest rooms, using the Daily Guest Room Checklist form. Have any deficiencies corrected as soon as possible.

3. Make the first tour of the property. Note the time on your report. Have any deficiencies corrected as soon as possible.

4. Continue to check with the guest service personnel at least every hour for any calls or complaints requiring your attention.

5. After handling a guest complaint relayed to you, check back with the guest within 20 minutes to make sure that the guest has received satisfactory service.

6. Inventory the contents of the Manager on Duty station at Your Office to be sure that all items are present. Replenish any supplies as necessary.

7. Have a meal in one of the hotel’s dining areas. Observe the service and food quality while dining.

8. Make the second round of the property. Note the time on your report. Check to see if deficiencies have been corrected.





Limits Of Authority

The Manager on Duty Has the Right To:

1. In the absence of the Department Head, suspend an employee without pay for the remainder of the work period if that employee has committed a serious violation of the hotel’s conduct polity.

2. In accordance with hotel policy approve the eviction of guests from the property.

3. In Case of Emergence, Use the Emergency Key Card to enter a guest’s room.

4. In the event of an emergency and in the absence of the Chief Engineer, activate the main cut-off for gas, electricity or water.

5. Call employee in to handle absenteeism or an unexpected increase in business (in the absence of the appropriate department manager).

6. Taking actions necessary to obtain payment for hotel charges from guests without credit.

The Manager on Duty Does not Have the Right To:

1. Hire or terminate another department manager’s employees. 2. Issue written warnings to another department manager’s employee. 3. Alter future work schedules for another department manager 4. Approve complimentary rooms. 5. Receive deliveries of goods for another department manager. 6. Open the General Manager’s safe. 7. Alter any hotel policies or procedures, unless a life safety situation occurs

in which it is advisable to do so.





Daily Responsibilities

1. Remains readily accessible to guest at all times. 2. Initiate action on guest problems which cannot be handled by shift

leaders, and follow through on such action by checking back with the guest and appropriate personnel.

3. Assists in serving guests at the front desk or in the restaurant during peak periods as needed.

4. Wear a name badge and appropriate, locally acceptable business attire while on duty.

5. Make at least two tours of the public areas of the hotel, inspecting each area according to the hotel’s standards and the Manager on Duty report.

6. Conducts an inspection of a minimum of two vacant guest rooms per shift, completing a room inspection report on each one.

7. Work through department managers and designated shift leaders to correct any deficiencies noted in the public areas and guest rooms that can be resolved during the shift.

8. Maintains control of the Guest Satisfaction at all Times. 9. Consults and coordinates with hotel security and/or any local law

enforcement officials on matters pertaining to the welfare of guests, employees and both liquid and fixed assets of the hotel.

10. Acts according to the hotel’s emergency procedures, and directs hotel personnel and guests during emergency periods.





Manager on Duty Station A special area in the hotel should be designated as the “Manager on Duty Station” a central location for all supplies and equipment related to the Manager on Duty’s responsibilities. By providing one place for such essentials, the station allows the Manager on Duty to carry out related procedures with professional ease, especially, when the use of such supplies involves a guest complaint or request. In addition, the station allows all items to be inventoried to ensure that they are available when needed, If the Duty Manager area is Not Available for the Moment , the Manager on Duty Section can be a Part of the Manager on Duty Original Office. The station can be a small supply cabinet or a pair of file drawers that can be locked. It should be convenient to an office where guests can meet with the Manager on Duty privately when necessary.

Basic Supplies: The following basic items should be kept at the Manager on Duty Station:

1. Manager on Duty Manual.

2. Manager on Duty Daily Report.

3. Daily guestroom Checklist forms.

4. The hotel’s standard form for reporting safety or security incidents.

5. Guest Complaints forms.

6. Maintenance Request forms.

7. Complimentary Order forms.

A par stock should be established for each item. As quantity of an item is depleted, the Manager on Duty should replenish it.





Training the New Manager on Duty

Training gets positive results

A new Manager on Duty who will be assigned for the first time should be trained in those duties before working the first shift. The positive results of this preparation are substantial. The expense of refunds, lost business and possible legal action can be avoided when a Manager on Duty handles guest complaints and emergencies confidently and in the best interests of the hotel. The confidence that comes from adequate preparation contributes to the respect that each Manager on Duty has for the job and its responsibilities.

On the job experience is basic One of the criteria that a supervisor should meet before becoming a Manager on Duty is to have served a minimum of three months in the assigned supervisory position. Allowing a supervisor to learn about the hotel’s operation and staff from direct, on-the-job experience is part of the preparation that every Manager on Duty at the hotel should have. However, this experience alone is not sufficient. It should be used as the basis for more development in the broader responsibilities of the Manager on Duty.

Training schedule should be followed





The schedule shown on the following page should be used to complete the supervisor’s training. It lists recommended activities and the amount of time needed to complete each one.

Adjust shifts for New MOD A new Manager on Duty should be scheduled for a minimum number of shifts during the first few weeks of the assignment. Based on the General Manager’s evaluation of the supervisor’s performance, more shifts can be added.

Manager on Duty Training Schedule

1. Meet with the Executive Assistant Manager to review the areas of liability defined by hotel policy and local laws that apply to the Manager on Duty and receive some advise.

2. Tour the property with the Chief Engineer to clear the location and operation of:

Main cut-off for water, gas & electricity

Annunciation panels for the hotel fire detection system

Fire extinguishers with checks for charge and type

Any other necessary points which should be verified.

Determine from the Chief Engineer what actions should NOT be taken before

calling the Chief Engineer to the property.

3. Meet with some department heads to learn what procedures can be applied by the Manager on Duty to assist at the guest contact part.

4. Review the hotel’s standard for public area inspection.





Safety & Security

Do not disturb signs Power failures

Flooding/Plumbing malfunctions Disturbances

Guest Accidents and injuries Sickness

Attempted Suicide Death of a Guest

Alleged thefts from Guests Assaults

Armed Robbery Investigations by Law Enforcement Agencies





Don Not Disturb Sign A room that has a “Do Not Disturb” sign left on the door should be investigated by management under the following conditions: 1. The guest has occupied the room for 24 hours. 2. The “Do not disturb” sign is on the door two hours after the posted check-

out time, and the room is still listed as occupied. (The sign is reported to the Executive Housekeeper by the room attendant to whom the room is assigned for cleaning).

3. The Executive Housekeeper has tried to contact the guest by phone has

gotten not response. 4. A physical check of the room by the Executive Housekeeper obtains no

response. Given these conditions, the Executive Housekeeper must report the room to the manager on duty for further investigation. This procedure is not meat as a violation of the guest’s privacy. It is established for the protection of the guest who may be ill or otherwise unable to contact the front desk, when in need of help.

Immediate Actions: NOTE: If at any time during your check of the room you are able to contact the

guest, apologize for the interruption. Explain that the hotel was concerned for the guest’s welfare. Ask if the guest would like to have the room cleaned.

1. Double-check the time stamped on the registration card that the guest checked-

in. Note whether the room is connecting or could have sliding glass doors so the room can be entered by these entrances. Note the guest’s name.

2. Call the guest.





3. when no response can be obtained by phone, proceed to the room with the Duty Manager Master Key Card. Take a companion with you in case any problem should occur.

4. Knock on the door and identify yourself. Wait for a response.

5. When no response can be obtained, try to open the door. If the deadbolt is still

thrown, use the Emergency key. 6. Open the door slightly and identify yourself again.

Follow up and Reporting: 1. When a guest is found to be seriously ill, unconscious or deceased, follow

emergency procedures based on the situation. 2. When the investigation has been completed and the room has been unlocked be

sure that the contents of the room are made secure again. 3. Note the incident in the Manager on Duty report.

4. When the incident involves guest injuries, losses, death or possible legal

consequences for the hotel, complete a Loss and Incident Report.





Power Failures

General Precautions 1. Make sure that there is an emergency box set up at the front desk that contains several flashlights that work and any critical keys you may need are on location. Remember to check the flashlights from time to time to be sure that the batteries and bulbs are still operating. 2. Check the type of power that is used to operate the switchboard. Batteries should power this system so that it will continue to work when the rest of the power in the hotel is out.

Immediate Actions

1. Call the Utilities Company. Find out what caused the power failure and how long the power will be down. Give this information to the switchboard operator and guest service personnel so that they can answer guest inquiries.

2. Notify the Chief Engineer and the General Manager. 3. Set up a central communication center. 4. Make sure that you have enough employees available in the event that

you have to provide escorts for guests to and from their rooms. 5. Make sure all equipment is shut down. This equipment will use excessive

amounts of energy to start up again, and when power returns, will create expensive utility costs for the hotel, if all units start at once.

6. Completely survey the property to make sure that all emergency lights are working and that there is enough light throughout the whole building for guest safety.





7. Consider increasing security during a prolonged power outage to ensure adequate guest employee, and asset protection.

Flooding / Plumbing Malfunctions

Clogged plumbing in guest bathrooms can result in complaints that may lead to refunds Request. Overflows of water from poor drainage can also damage carpet and create a hazard from slippery floors. For any major plumbing malfunctions, call the Chief Engineer at once. Basic procedures are given below for actions that can be taken to resolve less critical problems until the maintenance department can make the necessary repairs.

Guest Room Plumbing

Bathtubs and sinks: 1. Go to the room with rags and a plunger. 2. Turn or push the lever that opens and closes the drain. If the drain does

not open, lift the plug up partially with your fingers to allow the water to drain.

3. If the water still does not drain, remove the plug entirely and use the plunger.

4. If neither procedure is successful, move the guest to another room. Place the room out of order, and write up a Maintenance Request.

Toilets: 1. Go to the room with rags and a plunger. 2. Use the plunger, then flush the toilet to see if it empties properly. 3. If the toilet still will not operate properly, move the guest to another room.

Place the room out of order and write up a Maintenance Request.

If the toilets overflow: 1. Turn off the water using the cut-off below the tank at the base board level. 2. Place bath mats and towels on the floor to absorb the water and prevent it

from reaching the carpet in the bedroom. 3. Use the plunger. 4. Turn the water back on and wait for the tank to fill. Flush the toilet.





5. If this procedure is not successful, turn the water off again. 6. Move the guest to another room. Place the room out of order, and write

up a Maintenance Request. 7. If any clothes of the Guest Damaged By Water, Send to the Laundry and

to be Returned on a Complimentary Order Signed By the Duty Manager.

Kitchen Drains / Storm Drains

For kitchen drains, our first action should be to shut off all equipment discharging water into the drain, such as the dishwasher, disposal and pot sink, then follow the procedures given below: 1. Close all doors near the affected area. Put rags or towels against the

threshold to absorb the seeping water. 2. Post signs to keep traffic away from wet floors that could cause slips and

falls. 3. If carpeted areas could be soaked by the flow of water, pull the carpet up

and back from the base of the wall. Roll back the padding, if possible. This action can prevent the need for replacement of soaked carpet and padding.

4. If the carpet is already wet, extract as much of the water as soon as possible. Use a “Water ac”, if available.

5. Write up a Maintenance Request on the problem.





Disturbances

General Precautions:

1. Maintain a calm attitude. 2. Act in the interest of your own safety and safety of the hotel’s guests and

employees. Remember that irrational persons under the influence of alcohol or some other stimuli can be a threat to your physical well-being in addition to being loud or obnoxious.

3. Make sure that lounge employees are not serving liquor to persons who are already intoxicated. This supervision can prevent a major problem that requires further action.

Immediate Actions: 1. Contact the security officer or the local law enforcement officials for

assistance at the earliest recognition of a problem. 2. Maintain a safe distance from the individual. Evacuate the area if the

person becomes violent or makes threats of violence. 3. Remain calm and speak in a low voice. 4. Use reasonable force only as a last resort for self-defense. 5. Have the person removed from the area when severity or law enforcement

assistance arrives. The person causing the disturbance may be asked to leave the hotel under penalty of arrest as a trespasser.





Guest Accidents and Injuries

General Precautions

1. Be courteous and do not argue. 2. Do not discuss defects for the building or equipment with the guest.

Correct any problems as soon as possible. 3. Do not talk about insurance or claim settlements with the guests. Call the

Insurance company. Tell the guest that a representative will be calling to obtain a statement.

Immediate Actions

1. Respond to the location of the accident with first aid equipment and

personnel trained in first aid, if available. 2. Ask injured person, if they want to see the Hotel doctor for an

examination, and provide the name of the Hotel Doctor. 3. When medical treatment is declined, note the refusal in your report of the

injury. Include the name of witnesses to the refusal. 4. When the injury is not serious but medical attention is requested, find out

if the person has transportation at the hotel. If necessary, call a taxi to take the person to a medical facility.

5. When the injured person is a juvenile, inform the parents of the injury immediately. The parents must give their legal consent before the child can receive medical treatment.

6. When the injury is apparently serious:

Render emergency first aid (if practical)

Call an ambulance immediately to take the person to the nearest hospital

7. If a guest is admitted to the hospital:

Emergency key the room of a guest who is traveling alone to protect the guest’s belongings.

Contact the hospital to find out the person’s condition.

Try to contact the guest’s family. If proper notification cannot be made contact local police officials for their assistance.

Conduct a witnessed inventory of the personal effects left in the guest’s room. Store these items in a secure location until they are claimed by the guest or the guest’s family. Obtain a receipt when the items are claimed. A copy of the inventory may be signed as a receipt.





Sickness

Immediate Actions: 1. When you are advised that a person at the hotel has become ill, contact

the present to determine whether he or she is a guest and if medical assistance is needed.

2. When the person is a guest and medical help is declined, have the guest

assisted to his or her room. NOTE: The incident and the refusal of medical help in the Manager on Duty report must include the names of witnesses to the refusal. 3. When the person is not a guest and medical help is declined, find out who

should be contacted to give the person any assistance that may be needed.

4. When medical help is needed, whether or not the person is a guest, have

the front desk call for medical assistance. 5. When the person appears to be severely ill:

Render emergency first aid (if practical)

Call an ambulance to take the person to the nearest hospital emergency room.

6. If a guest is admitted to the hospital, follow the policy as normal (No. 7 of

the Guest Accidents and Injuries).





Attempted Suicide

Immediate Actions: 1. Call an ambulance.

2. Notify the police.

3. Go to the location of the suicide attempt with first aid equipment and

personnel trained in first aid, if available. 4. NEVER LEAVE THE PERSON ALONE AT ANY TIME. The person may

make another attempt at suicide. 5. Have the area secured. Do not allow on-lookers to become a nuisance or

interfere with emergency personnel or vehicles. 6. If a guest is admitted to the hospital, follow the policy as normal (No. 7 of

the Guest Accidents and Injuries).

Death of a Guest

Immediate Actions: 1. Call the General Manager , and Follow His Instructions





Alleged Thefts from Guests

Immediate Actions: 1. Make sure that the guest is contacted personally by yourself and/or the

hotel’s security officer. 2. In the interest of employees and other guests, determine whether the

severity of the indigent requires that the local law enforcement officials should be contacted.

Your decision can be based on whether or not the theft involved:

Armed robbery

Physical assault and injury

A break-in which jeopardizes the hotel’s security

An item or items of significant value 3. Determine whether the guest would like to have the matter reported to the

local law enforcement officials. This report is the decision of the guest, unless hotel security has been jeopardized. If the guest does not want to have a law enforcement agency contacted, make sure that the refusal has been noted in the report on the incident. Include the names of witnesses to the refusal.

4. Have the area where the alleged theft took place inspected for signs of

possible forced entry. All locks should be checked to be sure that they were engaged and working properly.

5. With the guest’s assistance, search the area for any mislaid items.





Follow up and Reporting: 1. Make sure that you obtain the following information about the alleged theft

either from the guest directly or from the security officer’s report.

The guest’s name, address and room number.

A complete description of the items reported as stolen, including the value of each one. Record any serial numbers that can be used for identification.

The location of theft.

When the item was last seen

When the loss was discovered

Who discovered that the items were missing.

Where the guest was before discovering the loss and who the guest was with.

What visitors and acquaintances of the guest had access to the guest’s room.

Whether the guest requested the assistance of local law enforcement officials.

2. Obtain interviews with any witnesses to the theft, and any visitors to the

guest’s room, including hotel employees. 3. Provide the names and addresses of witnesses to the law enforcement

officials who investigate the incident. If the guest has any suspects in mind, these leads should be referred to

the local law enforcement officials for follow up.





Assaults

Immediate Actions: 1. Call security or the local law enforcement officials to the location of the

assault. 2. Respond to the location of the assault with first aid equipment and

personnel trained in first aid, if available. 3. Ask injured persons if they want to see a doctor for an examination, and

provide the name and address of one or more licensed local physicians. 4. If medical treatment is declined, note the refusal in your report of the

incident. Include the names of witnesses to the refusal. 5. When the injured person is a juvenile, inform the parents of the injury

immediately. The parents must give their legal consent before the child can receive medical treatment.

6. If the injury is apparently serious:

Render emergency first aids. Call an ambulance immediately to take the victim to the nearest hospital.

7. If a guest is admitted to the hospital, follow the policy as normal (No. 7 of

Guest Accidents and Injuries).

Follow-up and reporting: 1. Make sure that statements are taken from any witnesses to the assault.

These statements should be made in your presence as acting manager. 2. Call the claims adjustment organization as soon as possible and furnish

them with the details of the incident.





Armed Robbery

During the Robbery: 1. Do not be a hero. 2. Consider all guns to be loaded. 3. Never take any action that would jeopardize the safety of the hotel

employees, guests or yourself. Avoid doing anything that would excite the robber or provoke violence. Do not resist, and do not block the robber’s exit.

4. If possible, note all physical characteristics of the robber, the direction of

escape, and a description of any vehicle or means of escape used by the robber.

After the Robbery: 1. Notify local policy station immediately after the robbery. 2. Limit access to the area where the crime occurred in the likelihood that

evidence, such as fingerprints, could be obtained, if the area is not disturbed. Do not touch any physical evidence left behind by the robbers, such as notes or clothing.

3. As soon as possible after notifying the police, write down a description of

the robber and the means of escape.





4. Obtain the names and addresses of any witnesses to the robbery. Ask

them to wait until the law enforcement officials arrive so that they can give their descriptions of the incident.

5. Provide all information recorded on the robbery to the police. 6. When dealing with media representatives, do not release the following

information:

The exact amount of money taken in the robbery.

Any cash that was overlooked by the robbers.

Any alarm systems at the hotel (or the absence of alarms).

The identity of particular persons who can accurately describe the robber.

A physical description of the robbers. Normally, the media will be satisfied with a general statement concerning the robbery, and they can then be directed to the police who are making an official investigation of the incident.





Investigation by Police Officer

For All Investigations: 1. Ask to see the officer’s proper identification. 2. Determine whether the officer is conducting an official investigation. Hotel management may allow police officers to enter a guest room without a warrant only when there is an immediate concern for the security of the hotel’s property or operation. These exceptions are:

To handle a disturbance.

To investigate the presence of an individual who has broken in to the room or has not legitimate reason for being there.

Release of Guest Records: Do not release registration cards, messages, telephone call records folios or any other documents. If the officer presents a subpoena for any documents or information, call the General Manager at once.





Arrests: 1. Ask to see the arrest warrant and call the General Manager. 2. If the officers plan to apprehend the guest and there is possibility of

violence, take steps to move other guests from the area. 3. Accompany the officers to the guest room, but stand and back and allow

them to announce themselves and open the door.

Search: Ask to see the search warrant. Do not permit an officer to enter or search a guest room without a warrant, unless the guest is in the room and consents to the search.





Fire

FIRE EXTINGUISHERS

When to use a Fire Extinguisher: 1. Do not use when:

The fire is spreading rapidly beyond the point of origin The fire could block your exit. You are not sure how to operate the extinguisher. 2. Use a fire extinguisher to fight a fire given all of the following conditions:

The fire department has been called. The fire is small (confined to its origin as in a mattress, waste basket,

cushion or small appliance). When using the extinguisher, you can fight the fire with your back to an

exit. Never re-hang an extinguisher once it has been discharged (even if it is

used for a few seconds only). Have it recharged by a licensed service

company.

Always maintain an area of three feet clearance around all fire protection

equipment.





Categories of Fires:

There are four classes of fires, based upon the different types of combustible materials. The correct type of fire extinguisher must be used on each kind of fire.

Class of Fire Type of Extinguisher

Class A - Common combustibles: Cloth, wood and most plastics

All purpose or water type

Class B - Flammable Liquids : Grease, paint, oil, solvents, gasoline, etc.

All purpose

Class C - Electrical: Writing appliances, motors or any energized electrical equipment

All Purpose

Class D - Combustible metals: Magnesium, titanium or sodium

Because of the infrequent occurrence of Class D fire in hotels, this type of

extinguisher will probably not be used at the hotel





Duty Manager Forms

Duty Manager Property Check-list ( MOD Daily Report)

Guest Room Check list

Complimentary Order Form.

Maintenance Request Form

Accident Report

Above Forms should be photocopied and Kept

Ready in the Manager on Duty Stations as

Mentioned before.

duty manager's manual

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