Question

Maintenance and Security for a Hotel policy and procedures

Operations

1. Procedure for receiving a call about maintenance issue in a room

Policy:

Procedure:

2. Procedure of documented stolen property

Policy:

Procedure:

3. Decision and procedure of when to say a room is out of order

Policy:

Procedure:

4. Handling employee termination

Policy:

Procedure:

5. Signing in and out of radios (walkies) and house keys

Policy:

Procedure:

Answer 1

Procedure for receiving a call about maintenance issue in a room

• Policy: It is the responsibility of the hotel staff to timely receive complaint calls from the customers and ensure that the same is solved as early as possible
• Procedure:
  • Greet the customer
  • Patiently listen to the complaint
  • Ask specific questions from the customer
  • Assure them a speedy solution for the same
  • Inform the concerned department about the complaint
  • Maintain follow up with the concerned department to solve the issue within TAT

Procedure for documented stolen property

• Policy: It is the responsibility of the hotel staff to document consumer complaint regarding any kind of stolen property at the hotel
• Procedure:
  • Greet the customer
  • Patiently listen to the complaint
  • Ask specific questions from the customer about the stolen property
  • Assure them a speedy follow up on the same
  • Inform the admin department about the complaint

Decision and procedure of when to say a room is out of order

• Policy: It is the responsibility of the hotel staff to maintain a tab about the room status and if 40% of the features are not in working condition, the room must be tagged as out of order
• Procedure:
  • Regularly audit the room
  • Maintain a check list of the essentials to be present in the room
  • If anything specific is not in order, maintain a note
  • Inform the admin department to repair the electronics
  • Ask the housekeeping to refill the essentials