MOD Procedures
值班经理值班程序
At the beginning of shift值班开始时:
1.Obtain radio, confirm on-duty status with PBX and Front Desk.
领取无线传呼设备，与总机，前厅确认值班。
2.Review the GRO Log book, notice any work requests, guest complaints, and other significant event which may
require the attention of MOD during the succeeding shift.
阅读客服经理交班本，查看其中需在随后的值班工作中注意的有关工作需求，客人投诉或其他重要事宜。
3.Get MOD check list and logbook at the Front Desk.
在前台领取MOD检查表及交班本
4.Check-in the name in Fidelio for MOD hou-u room from Front Office.
登记名字，并领取自用房。
During the Shift当班期间:
1.Review daily arrival/departure forecast.
查阅每日抵店/离店预测
2.Review vip arrivals /in hou list.
查阅VIP抵店/在店客人清单
3.Review groups in hou binder and status.
查阅在店团队信息资料本，了解入住情况
4.Review privacy /DND requests
查阅客人是否有个人隐私/DND要求
5.Review front office and curity logs four past and next 24-hours.
查阅前厅和保安部前4小时及未来24小时的记录
6.Review current traffic status and anticipated airport flight delays.
查阅当前车辆使用情况及航班信息情况
7.Make the inspection tour, Check access, curity and cleanliness conditions of all hotels entrances and parking
areas，and note the time on the checklist. U this opportunity to greet and communicate with hotel staff and get any feedback or complaints requiring your attention.
巡查酒店，检查酒店各入口处及停车处的卫生情况，并填写检查表。在此期间和酒店员工交流沟通并
收集反馈意见或需要处理的客人投诉事件。
8.Have any deficiencies corrected as soon as possible.
及时改正不足之处。
9.After handing any guest complaints relayed of you, check back with guest within 20 minutes to make sure guest
has received satisfactory rvices.
在处理完接手的客人投诉后，MOD要在20分钟内和客人再次联系，确保客人的问题已得到满意的解决。
10.With the assistance of FO staff, lect the vacant guest rooms for inspection purpo.
宫廷狂欢
在前台员工的协助下，选择尚未入住的客房进行检查。
11.Whenever MOD walk around or have meal in one of hotel’s dining area, obrve the rvice and food quality.
阳江市
MOD经过或在餐厅进餐时，须仔细观察餐厅的服务及食品质量。
12.Make sure the areas need to be locked have been cured properly.
确保需锁门区域的安全性。
13. Ensure that the hotel’s safe, safety deposit box room, offices in office building are cure after hours
确保酒店的保险箱、保险箱室的安全性；确保综合楼内各办公室下班后的门锁安全。
At the end of the shift值班结束后:
没对1.Take, complete and forward incident reports as appropriate
根据情况，填写事故报告，并传递该信息至相应部门
2. At end of shift, brief incoming M.O.D
当班结束后，简要告知下班次MOD，做好交班
3. Return /recharge radio or pager
交还传呼机/给传呼机充电
4.Gave back Room Key to Front Desk to checkout the hou u room.，notify PBX and Front Desk
you are leaving the building
将房卡还给前台退房，告知总机和前台，已离退
5.Hand in the MOD checklist and logbook to Executive Office before morning briefing at 8:30 am (hand in to
front desk at weekend).
将MOD交班本及检查表在早上8:30前上交行政办公室(周末时交给前台)。
页眉横线怎么删
6.Document and disminate important information as appropriate，MOD must give a brief report
in the morning briefing.
对重要信息，需存档、传达.MOD必须在早会期间做简要报告
MOD Duty Roster值班安排:
1.From Monday to Sunday 8:30 am to 8:30 am next day
周一至周日上午8：30至次日早上8：30
2.MOD on duty on Sat. or Sun. is allowed to have one compensation leave for the following week.
周末（周六、日）值班MOD可在下周调休一天。
Basic Responsibilities 基本职责:
1. Remain readily accessible to Hotel Guests at all times.
2022山东高考
在值班时间，酒店客人有需要时，随时可以提供帮助。
2. Initiate action on guest problems which can not be handled by GRO, and follow through on such action by
checking back with the guest and appropriate personnel.
手部保养如果客服经理不能解决客人的问题, 当班MOD 要及时采取必要措施，并且随后和客人或相关员工复查来跟进问题的处理结果。
3. Assist in rving guests at the front desk or in the food and beverage outlets during peak periods as needed.
如有需要，MOD 应在前台或餐厅的客人较多时提供必要的协助。
4. MOD should have the guest interaction with at least 3 guests in the lobby to welcome them and get their
feedback on our rvice and pay the courtesy visit to at least 2 guests during breakfast time during the normal days; when occupancy is below 20%, they should interview at leave one guest in the lobby and one guest during breakfast time. All of this feedback should be recorded and shared in the management meeting.
酒店入住率平稳状态下，MOD 需在大堂访问至少3名客人，欢迎客人、听取客人意见，在早餐时间拜访至少2名客人；在入住率低于20%的情况下，需至少在大堂和早餐时间各拜访一名客人。客人的意见需记录并于管理层会上分享。
怎么能丰胸5. Wear a name badge and uniform while on duty.
值班时，须佩戴名牌，并身着制服。
6. Make at least two round of hotel area. Inspecting each area with the fresh eyes, leveling the high standard of
Cleanliness, Safety, Security, Comfort and Efficient Friendly Service.
至少巡视酒店两次。按照整洁整洁整洁，，安全安全，，舒适舒适，，高效高效，，友好的服务
友好的服务等各个方面的最高标准对酒店各个区域进行严格地检查。
7. Inspect guestroom for estimated arrival guests if available, and note down comments on MOD checklist.
当班MOD 要抽查当日尚未抵达的客房，并将意见记录在检查表上。
8. According to hotel emergency procedures, direct hotel staff and guest to react properly in ca of emergency.
发生紧急状况时，MOD 要遵循酒店应急程序，指挥酒店人员和酒店客人离开事故现场。
Qualification 必备素质:
1. Delegates responsibilities within the assigned department so that it runs smoothly in the supervisor’s abnce.
有责任在指定的部门主管不在的情况下处理一切问题，以保障酒店正常顺利的运作。
2. Deals with guest inquiries and complaints in positive manner.
积极回答客人咨询并及时处理客人投诉。
3. Demonstrates the ability to understand, implement, and enforce company policies and programs.
充分了解，并正确贯彻和执行酒店的规章政策。
4. Demonstrates the ability to make decisions that benefit both the hotels and the guests.
有能力做出既要有利于酒店，也要有利于客人的决定。
5. Demonstrates an understanding of all department of the hotel.
充分了解各部门的运作。
Limits of authority权限:
MOD HAS THE FOLLOWINGAUTHORITY值班经理享有以下权限:
1.Required joint consultation with GRO to provide dissatisfied guests with refunds/Rebates under the guidelines of
the Hospitality Promi Program.
遵循酒店服务承诺，和客服经理协商给予投诉客人退金或折扣等安抚措施。
2.In the abnce of the department head, suspend an employee who has committed a rious violation of the hotel’s
conduct policy or up to transfer the post temperately.
当部门经理不在时，MOD有权对严重违反酒店规定的员工采取相应的措施，上至临时调离岗位。
3.Approve denial of occupancy to a guest.
批准谢绝某位客人入住。
4.In the event of an emergency and in the abnce of the chief engineer, activate the main cut-offs f
or gas,
electricity, or water.
当发生紧急事故并且当时无总工程师在场时，切断煤气，电源或水源的主要开关。
5.Supervi evacuation of the hotel when required during an emergency.
发生紧急事件且有必要时，MOD须指挥紧急疏散。
6.In the event of an emergency approve complimentary Room with the consultation of Executive Committee
Members.
发生紧急事件时，在与行政委员会成员协商后可授权免费房。
7.MOD is entitled to have dinner in restaurants for up to RMB 150.00 and have breakfast in restaurants for next
morning as well .
MOD 可在餐厅享用上限至150元的晚餐，及次日的餐厅早餐。
两只小鸟
MOD DOES NOT HAVE THE FOLLOWING AUTHORITY不享有以下权限:
1.Terminate another department’s employees.
解聘其他部门员工。
2.Issue written warning to another department’s employees.
书面警告其他部门员工。
3.Alter future work schedules for other department, unnecessarily.
对其他部门工作表做不必要的更改。
4.MOD no needs to carry master key, which can be requested through GRO.
MOD不需要持有万能钥匙，客服经理根据MOD的需要给予相应的房卡。
