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1、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.”Page 2MANAGER ON DUTY PROCEDURES MANUALINDEXADMIN-1Management Coverage As Management DevelopmentADMIN-2General Managers ResponsibilitiesADMIN-3Manager O
2、n Duty Procedures ManualADMIN-4Manager On Duty Job DescriptionADMIN-5Training The New Manager On DutyADMIN-6SchedulingADMIN-7Outline of Shift ActivitiesADMIN-8 Manager On Duty StationPage 3MANAGER ON DUTY PROCEDURESSUBJECT:NUMBER: MANAGEMENT COVERAGE AS MANAGEMENT DEVELOPMENTADMIN -1The hotel never
3、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
4、service for our guests. Its advantages lie in the viewpoint that management coverage contributes to management development.The Importance of PreparationThe individuals who work as managers on duty are being given first-hand experience at running the entire hotel. This position should be awarded on t
5、he 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 viewpo
6、int 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 criti
7、cal 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 for the job.In addition, the manager on duty should be supported by shift leadership in each department so that the departments operations run smooth
8、ly in the managers absence. The shift leader then benefits from management coverage by learning what is needed to supervise the departments functions. However, the same principle applies to the shift leader as to the manager on duty - the shift leader can only succeed when given enough preparation a
9、nd authority.Objectives of the ProgramDeveloping managers through management coverage to handle more responsibility can win greater commitment by those managers to the objectives of the program:Page 41)Guest service: The program relies heavily on the participation of the manager on duty, who is expe
10、cted to handle guest complaints and authorize refunds when necessary. The manager on duty can also assist with heavy business activity at the front desk and in the restaurant.2)Quality assurance: The manager on duty conducts at least one routine inspection of the public areas of the hotel, checking
11、for service and safety items, and observing employee performance. This information is reported to the general manager and other department heads.3)Loss prevention: Under normal circumstances and in times of emergency, the manager on duty is responsible for the safety and security of the hoteis guest
12、s, employees, and assets.The hotel and its guests can also capitalize on the “bench-strength“ developed among the staff whenever turnover occurs or the general manager must be absent.Regarding management on duty as an incentive and developing managers with this viewpoint in mind provides a sound fou
13、ndation of leadership at the hotel and a resource of talent for the company. The end result can only be an improved level of service to the guest, who must rely on that qualified leadership - day or night.Page 5MANAGER ON DUTY PROCEDURESSUBJECT:NUMBER: GENERAL MANAGER RESPONSIBILITIESADMIN -2The gen
14、eral manager has specific obligations in the maintenance of a successful manager on duty program. These responsibilities are covered in more detail in the related sections of the administrative Guidelines”.1) Manager on duty training2)Manager on duty schedules3)Maintenance of the Manager on Duty Pro
15、cedures manual, such as completion of Section 800.4)Ongoing discussion of Manager on Duty Report items and manager on duty re- sponsibilities in regular staff meetings.Page 6MANAGER ON DUTY PROCEDURESSUBJECT:NUMBER: MANAGER ON DUTY PROCEDURES MANUALADMIN - 3The Manager on Duty Procedures manual is t
16、he heart of the program. it has two major sections: the “Administrative Guidelines,“ and the “Reference Manual.“Administrative Guidelines (ADMIN Sections)The “Administrative Guidelines“ section covers the procedures for setting up and maintaining the manager on duty program at your hotel.Reference Manual (Sections 100 - 700)The “Reference Manual“ is intended for routine use by all managers on duty.The procedures given in the man
