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Wednesday, November 20, 2013

Handling guest complaints




PURPOSE / POLICY: 

a. All employees should have ability to handle guest complaints and treat the guest to exceed their expectation.

b. Understand that complaint is the opportunity to be revising our service standard for the future business.

c. Be positive thinking, and always offering help to the guest and solving problems.

PROCEDURE:
Eight step formula. We must become so comfortable with the idea that a complaint is a gift that there is no hesitation in our responses. 

How can we do this?
1. Say “thank you.” Consider the complaint valuable information and say thanks.
2.  Explain why you appreciate the complaint. Say something about how hearing the complaint will allow you to better address the problem.
3.  Apologize for the mistake. It is important to apologize to customers. But it should not be the first step. You create a more powerful rapport with customers by saying “thank you” then apologizing.
4.  Promise to do something about the problem immediately. Then do something to fix the situation.
5. Ask for necessary information. Ask what it will take to meet their needs or to satisfy them.
6. Correct the mistake promptly. Rapid responses say you are serious about service recovery.
7. Check customer satisfaction. Call your customers back to find out if they are satisfied with what you did for them.
8. Prevent future mistakes. Make the complaint known throughout the organization (send a copy to the General Manager and your Department Head) so this kind of problem can be prevented in the future.

General Safety Tip’s





GENERAL SAFETY TIPS
Safety is of everyone’s concern. Below is a list of some procedures to ensure the safety of all employees in your property

1.      GENERAL TIPS:
a.      Care should be taken when working with chemical.
b.      Tennis shoes, leather-soled shoes and heeled shoes are generally unsafe to wear when mopping or machine scrubbing.
c.      Use rubber or cloth gloves when handling cleaning    solutions and when emptying trash.        
d.      Keep traffic areas clean and free of obstructions, i.e., tools, equipment and cords.
e.      Do not overload carts so that you cannot see over.
f.       When moving tall objects or tall pieces of furniture there should be at least two (2) people involved.
g.      When transporting items such as mops from one place to another, hold the handle parallel to the body.
h.      Walk, DO NOT run.
i.       Put up “Wet Floor” signs before and while cleaning floors.
j.       Make sure that cleaning solutions are correctly identified and properly diluted.
k.      Follow label instructions; NEVER mix chemical
l.       When hands are wet or when standing on a wet/damp floor, DOES NOT TOUCH LIGHT SWITCHES OR HANDLE ELECTRICAL EQUIPMENT?
m.     When unplugging electrical equipment, DO NOT pulls the cords from a distance, but goes to the outlet and removes the plug by     hand.
n.      When cleaning the equipment or performing minor repairs, be sure the equipment is unplugged.        
o.      DO NOT use equipment with defective electrical cord or plugs.
p.      If equipment is not functioning properly, have it repaired immediately.
q.      Long electrical cords from lamps or other electrical fixtures should be wrapping and tied properly to prevent tripping.
r.       If ladders are used, make sure they are firmly placed; require one person to hold the base of the ladder while the other is on it when necessary.
s.       Cigarette butts should be extinguishing before disposing them into the waste bin.
t.       Know the location of the First Aid Boxes and fire extinguishers.
u.      NEVER reach into wastebasket with unprotected hands.
v.      Loose or broken faucets, handles, grab-bars, soap dishes, broken chairs, dressers or tables must immediately be reporting to your supervisor.
w.     Tools of all kinds are tremendous help, however to fully benefit from them and avoid an accident, each tool must be used properly and safely.
x.      Unplug any personal care appliances you may find. Be alert to things, which may cause accidents. Report them to the Housekeeping Office. Report any unusual electrical equipment the guests may have brought into the Hotel.
y.      NO SMOKING at any time when you are working in the Hotel or public areas.
        To avoid occupational injuries while on duty please observe the following procedures:
a.      Lift with your legs – Not your back.                
By bending with the knees to the object, and keeping the torso or body as straight as possible, you can eliminate much the possibility of back strain. Also, tuck your elbow and arms in close to your body. (Lifting by bending at the waist is the easiest way to cause back strain and injury).                               
b.      Grip objects with the whole hand – And wear  Gloves!!
         Inspect materials for slivers, jagged edges, burrs, protruding nails, grease, etc. Make sure that your hands and gloves are clean and dry.
c.      Size up the load – If it is too heavy, get help!!
         DO NOT BE afraid to ask a fellow employee for a hand.
d.      General lifting Procedures  
-     Size up the load
-     Free the load squarely
-     Secure a firm footing with your feet properly spread
-     Bend your knees
-     Get a grip on the load
-      Keep a straight back and lift by straightening your legs
-      Lifts gradually, not suddenly
-      Keep the load close to your body
-      Do not twist your body
     
2.      SLIPS, TRIPS, AND FALLS
Many workplace injuries are the result of the worker not being able to stay on his feet. AWARENESS of this problem and some simple action can prevent of these injuries. The following are some suggestions.
         a.      Keep common, well used pathways clear of debris
Many hazards are caused by careless placing tools and other work materials in well used paths. BE AWARE of the area you are working in. Be sure to provide a safe pathway around your area of work. If you do see it, DO NOT just step over it-MOVE IT!!
b.      Clean up oil and grease spills properly and immediately                               
Use oil drying material, sawdust, rugs. Other grease clean up materials is readily available.                               
c.      Observe, use, and take heed of slip hazard warning signs
We see all of them all the time. Let’s take note of them. Use them when they are needed.                               
d.      Take action and report
A trash can, a chair, a cart, all these can easily be used to temporarily block a hazardous area. If you see a careless left spill or other hazard- blocks it. Then, call the proper department to get it cleaned up. It only takes a moment and can save a lot of pain.
3.      LADDER FALLS
Take a good look at a step ladder. NOTICE how many different warnings the manufacturer puts on it. The reason they are there is because of the multitudes of injuries caused by improper use of ladders every year. The vast majority of these injuries can be avoided easily.
a.         Use the proper high ladder for the job
Using a ladder that is too short and improvising to get an extra foot out of it will get you hurt.
b.         Check the ladder before use
ONLY good condition ladders should be in the workplace. Damages ladders should be reported to Engineering.
c.         Set ladder up properly
Take care that your ladder is set up on a solid, level ground of floor. Avoid hazards by making sure the area is dry and clear of debris.
d.         Ascend and descend properly
Use both hands. Always face the ladder. NEVER slide down a ladder. DO NOT climb higher than the third rung from the top on straight or extension ladders on the second tread from the top on step ladders.
4.      CARELESS OF ELECTRICITY        
Probably everyone who reads this knows of some tragedy that occurred because electricity was not respected and used properly. Employing some common sense can keep you from harm.
a.         Do not overload outlets
Overloading circuits can cause fires, damage to tools and appliances, and in some settings, loss of power to critical file support equipment.
b.         Properly ground power tools and equipment
                     Check for damages cords. Use the proper adaptors and make sure that they are plugged in the right way. Gloves, tools with insulated handles, and good, safety work shoes can help prevent electric shock.
Note: Metal ladders are conductors; do not use them around electricity    circuits.
5.      USE PROPER EYE PROTECTION 
DO NOT takes your eyesight for granted. Injuries that cause partial or total blindness are a very real possibility – especially when working with power tools, acids, and other chemicals.
a.         Safety Shields
They can prevent injuries from flying particles, chemical burns to the eyes, head, face, and neck.
b.         Safety Glasses
Glasses with durable lenses to protect against flying particles should be worn. Glasses are also available with mesh material to completely enclose the eyes.
c.         Goggles
It is a mistake to rely on prescription glasses for protection. Goggles are available and fit nicely over them.
6.      CUTS AND SCRAPES
If you are AWARE of your surrounding and are ALWAYS looking for hazards, you should be able to avoid most cuts and scrapes.
a.         Always be on the lock out for physical hazards. These may include, but are not limited to: broken glass, jagged metal edges, and broken springs on furniture, bed frames, and pins and needles. 
b.         Carefully inspect all items that you may handle for potentials hazards.
c.         Carefully look through dirty linen before bundling it up and moving it.
Carefully look where you are grabbing furniture before moving it.
d.         NEVER let a physical hazard go unreported. Clean up any dangerous debris and report any potential hazards you may found.
d.         Always wear leather palmed gloves when handling garbage or sharp debris. NEVER pick up broken glass with your bare hands.
7.      BUMPS
Being in a hurry can cause you to bump into walls, corners, and objects. Do not trip over something because you are too busy to see it. Take the time to do it safely.
8.      BURNS
In your work area, be on the lockout for hot irons. Be aware of lit cigarettes and ashes in ashtrays NEVER assume something is cool.
9.    BLOOD BORN PATHOGENS
       Proper care and training should be followed when handling any bodily fluids.

Disclosure of guest information to the public media





PURPOSE / POLICY : 

a. IT IS POLICY OF OUR HOTEL/COMPANY TO MAINTAIN OF GUEST PRIVACY.

b. TO ENSURE THAT ALL STAFF AWARE ABOUT REGULATION OF DISCLOSURE GUEST INFORMATION TO THE PUBLIC/MEDIA.

c. THE GUEST WILL FEEL COMFORTABLE DURING THEIR STAY WITHOUT ANY DISTURBED.

PROCEDURE:
DISCLOSURE OF GUEST INFORMATION TO THE PUBLIC/ MEDIA:

  • Our hotel guests value their privacy and look to us to protect their stays from media, public inquiries, demands and other interruptions. 
  •  Information about all aspects of a well known guest’s life makes it all the more difficult for the resort to protect these individual’s need for privacy. 

  • NO information however can be given or leaked to the media or outsider before, during or after – any guest’s stay.

  • All media, general public requests and inquiries must be handled by the General Manager or his designated assistant.