PPHE Park Plaza BS 090818

8PEOPLE DEVELOPMENT AND HUMAN RESOURCES
PARK PLAZA HOTELS & RESORTS – BRAND STANDARDS
3. It also covers areas such as loyalty and demographics.
4. The survey is entirely implemented and administered by the
Brand-selected partner, whose services include sending the
required questionnaires and instructions to the General Managers
directly and the processing the completed questionnaires.
14.2.2
MANDATORY PARTICIPATION
1. The Climate Analysis survey is mandatory, entirely web based,
and all hotels and offices must participate.
2. All hotels and offices will be contacted directly by the Brandselected
partner.
3. The survey must be provided to all regular full- and part-time
employees at the hotel, including all management personnel. The
survey must be implemented at the ti me designated by Park Plaza.
This is typically mid-year, as the results influence the business
planning of the next year.
4. Included in the cost of the survey is access to the reports
specific to your hotel(s), access to online site kits to help prepare
for and administer the survey, and access to online materials to
help interpret the data, communicate the results to your employees
and develop action plans. Survey results will be provided to each
respective hotel. Each hotel is required to complete an action plan
after the annual survey results are received. The action plan must
be published in the action planning tool after the results arrive.
Resources to help in this process will be provided.
14.3
HOTEL ORGANISATION CHART
14.3.1
FIRST IMPRESSION
1. The hotel must adopt the Park Plaza recommended
organisation chart in order to facilitate employees’ career
progression, internal transfers and cross-training potentials.
2. Changes or modifications must be shared with PPHE Hotel
Group before implementation.
14.3.2
HOTEL MANAGEMENT TEAM MEMBERS
1. The hotel must have a dedicated General or Hotel Manager,
depending on size and local regional structures.
2. The Park Plaza Brand Management (Vice President or higher)
representative must approve in writing all persons proposed as a
General Manager of the hotel prior to their appointment.
3. A proposed General Manager must have a record of
accomplishments satisfactory to the Brand of having operated in a
hotel of a similar level of type and quality.
4. Appointment of new employees must be according to the
standards published on the Company Intranet, you:niverse.
5. All job titles should be according to the available Park Plaza
job title list. Any changes or extra job titles can only be
implemented after approval from Park Plaza.
14.3.3
MANAGER ON DUTY
1. The hotel must have a Manager on Duty twenty-four (24)
hours a day, three hundred and sixty-five (365) days of the year.
2. The hotel may assign the Manager on Duty function only to an
individual who has been employed a minimum of four (4) months
at the hotel.
3. Executive management and Heads of Department must share
Manager on Duty functions.
4. A Manager on Duty Manual must be available in which
important information such as outlet opening and closing
procedures, emergency procedures and important contact details
can be found.
5. All hotel employees assigned to the Manager on Duty function
must be trained, and retrained yearly (training records, or copies of
them, to be stored in the Manual), in the areas specified by the
Brand, which may include:
× Life saving and safety equipment handling;
× Hotel evacuation procedures;
× First Aid;
× Cardiopulmonary resuscitation (CPR);
× Abdominal thrusts (technique employed to overcome the
obstruction of a victim’s airway, also known as the Heimlich
manoeuvre);
× Emergency escalation procedures;
6. A list of qualified managers must be maintained in a dedicated
emergency contact list, easily accessible to the hotel main
switchboard and the Manager on Duty.
7. All Managers on Duty must conduct all agreed checks on
service standard deliveries and Health and Safety standards, and
perform quality controls in Food and Beverage outlets, guest
rooms and public areas.
8. All hotel employees must be trained and informed on how to
reach the Manager on Duty.
9. All events must be recorded in a hand-over logbook and
observations must be shared in the daily briefing for information,
outstanding performance recognition and corrective action.
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