Inventory Clerk

to someone more senior or to HR. But before that, “you owe it to the relationship to tryto solve it informally,” says Woodward.Demonstrate the cost to the business. If you do need to take formal action, startwith your boss (assuming he isn’t the aggressor). But you may need to take the issuehigher up the hierarchy. When you have someone’s ear, Namie recommends, focusingthe conversation on how the person’s behaviour is hurting the business.Know the limitations. When none of the above works you have to consider: Is thisuncivil, mean behaviour or am I being bullied? If you are in an abusive situation (notjust a tough one), Namie and Woodward agree that chances of change are low. If you’rein an abusive situation at work, the most tenable solution may be to leave – if that’s apossibility.Management reports generally break down an organization's sales on consignments bydepartment, clients, products and geographic regions. These types of business reportsare usually written by mid-level managers who receive their data from computerizedreporting systems.While management reports are invaluable tools for private companies, publicorganizationsReporting to the managerIt has to be undertaken by the respective employee and to be done after every visit tothe client or the customer.The reports that are to be maintained by the consignment Tracking assistant are: 1. Daily Tracking sheet 2. Route issuesExplain 1. The different forms that are used by consignment Tracking Assistant 2. What is the importance of reporting to a managerProblem Escalation

Escalation is a last resort. ! Prior to escalation there must be the capability and the capacity to attemptroot cause problem solving. ! Ownership of the issue must be agreed at whatever level the issue israised, e.g. by engineer at team level or by EGL at department level. ! Progress of issues should beformal review at daily or weekly sessions. ! Issues raised should not just be EXTERNAL, i.e. issues that arejudged to be “someone else’s fault!” ! Communication of progress is critical, particularly to those whoraise the issues initially (take them to see escalated strips if necessary).Problem Resolution• Asking Why 5 times will only help to identify a potential root cause.• The ‘Strip’ is a summary of an issue.• The ‘Corrective Action Report’ is a tool for ensuring more in depth, problem resolution and Root CauseAnalysis.• Evidence that systematic problem solving has been attempted at each level prior to escalation.

Session 15: Communication?Communication (from Latin commūnicāre, meaning \"to share\") is theactivity of conveying information through the exchange of ideas,feelings, intentions, attitudes, expectations, perceptions orcommands, as by speech, gestures, writings, behavior and possibly byother means such as electromagnetic, chemical or physical phenomena.It is the meaningful exchange of information between two or moreparticipants (machines, organisms or their parts).Communication requires a sender, a message, a medium and a recipient,although the receiver does not have to be present or aware of thesender's intent to communicate at the time of communication; thuscommunication can occur across vast distances in time and space.Communication requires that the communicating parties share an area ofcommunicative commonality. The communication process is complete oncethe receiver understands the sender's message.Common Barriers to Effective Communication:The use of jargon. Over-complicated, unfamiliar and/or technicalterms.Emotional barriers and taboos. Some people may find it difficult toexpress their emotions and some topics may be completely 'off-limits'or taboo.Lack of attention, interest, distractions, or irrelevance to thereceiver.Differences in perception andviewpoint.Physical disabilities such ashearing problems or speechdifficulties.Physical barriers to non-verbalcommunication. Not being able tosee the non-verbal cues,

gestures, posture and general body language can make communicationless effective.Language differences and the difficulty in understanding unfamiliaraccents.Expectations and prejudices which may lead to false assumptions orstereotyping. People often hear what they expect to hear rather thanwhat is actually said and jump to incorrect conclusions.Cultural differences. The norms of social interaction vary greatly indifferent cultures, as do the way in which emotions are expressed. Forexample, the concept of personal space varies between cultures andbetween different social settings.Top 10 Communication SkillsListeningBeing a good listener is one of the best ways to be a goodcommunicator. No one likes communicating with someone who only caresabout putting in her two cents, and does not take the time to listento the other person. Instead, practice active listening. Activelistening involves paying close attention to what the other person issaying, asking clarifying questions, and rephrasing what the personsays to ensure understanding (\"So, what you're saying is…\"). Throughactive listening, you can better understand what the other person istrying to say, and can respond appropriately.Nonverbal CommunicationYour body language, eye contact, hand gestures, and tone all color themessage you are trying to convey. A relaxed, open stance (arms open,legs relaxed), and a friendly tone will make you appear approachable,and will encourage others to speak openly with you. Eye contact isalso important; you want to look the person in the eye to demonstratethat you are focused on the person and the conversation (however, besure not to stare at the person, which can make him or heruncomfortable).Also pay attention to other people's nonverbal signals while you aretalking. Often, nonverbal signals convey how a person is reallyfeeling. For example, if the person is not looking you in the eye, heor she might be uncomfortable or hiding the truth.Clarity and ConcisionTry to convey your message in as few words as possible. Say what youwant clearly and directly, whether you're speaking to someone inperson, on the phone, or via email. If you ramble on, your listenerwill either tune you out or will be unsure of exactly what you want.Think about what you want to say before you say it; this will help youto avoid talking excessively and/or confusing your audience.FriendlinessThrough a friendly tone, a personal question, or simply a smile, youwill encourage your coworkers to engage in open and honestcommunication with you. This is important in both face-to-face andwritten communication. When you can, personalize your emails to

coworkers and/or employees - a quick \"I hope you all had a goodweekend\" at the start of an email can personalize a message and makethe recipient feel more appreciated.ConfidenceIt is important to be confident in all of your interactions withothers. Confidence ensures your coworkers that you believe in and willfollow through with what you are saying. Exuding confidence can be assimple as making eye contact or using a firm but friendly tone (avoidmaking statements sound like questions). Of course, be careful not tosound arrogant or aggressive. Be sure you are always listening to andempathizing with the other person.EmpathyEven when you disagree with an employer, coworker, or employee, it isimportant for you to understand and respect their point of view. Usingphrases as simple as \"I understand where you are coming from\"demonstrate that you have been listening to the other person andrespect their opinions.Open-mindednessA good communicator should enter any conversation with a flexible,open mind. Be open to listening to and understanding the otherperson's point of view, rather than simply getting your messageacross. By being willing to enter into a dialogue, even with peoplewith whom you disagree, you will be able to have more honest,productive conversations.RespectPeople will be more open to communicating with you if you conveyrespect for them and their ideas. Simple actions like using a person'sname, making eye contact, and actively listening when a person speakswill make the person feel appreciated. On the phone, avoiddistractions and stay focused on the conversation.Convey respect through email by taking the time to edit your message.If you send a sloppily written, confusing email, the recipient willthink you do not respect her enough to think through yourcommunication with her.FeedbackBeing able to appropriately give and receive feedback is an importantcommunication skill. Managers and supervisors should continuously lookfor ways to provide employees with constructive feedback, be itthrough email, phone calls, or weekly status updates. Giving feedbackinvolves giving praise as well - something as simple as saying \"goodjob\" to an employee can greatly increase motivation.Similarly, you should be able to accept, and even encourage, feedbackfrom others. Listen to the feedback you are given, ask clarifying

questions if you are unsure of the issue, and make efforts toimplement the feedback.Picking the Right MediumAn important communication skill is to simply know what form ofcommunication to use. For example, some serious conversations(layoffs, changes in salary, etc.) are almost always best done inperson. You should also think about the person with whom you wish tospeak - if they are very busy people (such as your boss, perhaps), youmight want to convey your message through email. People willappreciate your thoughtful means of communication, and will be morelikely to respond positively to you.Activity: Steps to improve your communication skills__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

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Session 22: Grooming& EtiquettesPersonal grooming (also called titivating and preening) is the art of cleaning,grooming, and maintaining parts of the body. It is aspecies-typical behavior.Activity: Steps to improve your Grooming________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Session 17: Groomingis the art of cleaning, grooming, and maintaining parts of the body.

10 steps for Grooming  Bathe daily unless specified otherwise by a medical professional. Take a shower if you prefer.  Use deodorant. Choose a sensitive or aluminum free variety if you suffer from allergies.  Brush teeth on a regular basis. Twice daily should be a minimum; once in the morning and once at night.  Wash hair when needed. Younger folks or people with straight hair may need to wash hair daily while others with very curly hair may need to do so less frequently as daily washing can dry out their hair and strip them of important nutrients.  Keep hair cut and styled. Well cut hair allows you to present a confident image.  Shave hair, as needed. Shave your face, legs and armpits if you believe this is necessary.  Trim nails. Shorter nails look neater. If you have longer nails, keep them in good condition. Girls can also paint them.  ear clean clothing. Always remove clothing with stains for immediate treatment.  Wear clean and polished shoes. Shoes are always the first thing many people look at. They tell a lot about a person.  Wear a decent perfume, if possible a designer perfume. However, do be aware that some people are violently allergic to scents of most kinds. Almost no one is allergic to lavender, so a spritz of lavender essential oil (rosemary for guys) may be all you need.List of the Top 10 Essentials of Good Etiquette1. Please and thank you make the world go ’round. Use them frequently with everyone you meet–they’re not just for special occasions.2. After ringing the doorbell, step back a foot. It gives the person opening the door some breathingspace.3. Always announce yourself first when calling. “Hello, this is X. May I speak with Y?”4. If you’re the person being asked, “Is this X?” The correct response is, “This is he/she.”

5. When the restaurant’s maitre’d comes to seat you, step back and let your host or hostess proceedto the table ahead of you.6. Your napkin goes in your lap upon sitting down at the table. On your chair should you excuseyourself to go to the Ladies or Men’s room. On the table when the meal is complete and you areleaving.7. Unless you are expecting an emergency call– from a doctor, your child’s teacher, etc– electronicdevices have no place on the table during a meal.8. Short of visible shards of glass, or the possibility of anaphylactic shock, don’t comment on the foodunless your comment is favorable.9. If you are a guest and there is something peculiar about your food, or you would like a refill onyour drink, tell your host and let him speak with the waiter.10. Again, there’s no need to look at your electronic device in between finishing the meal and leavingthe restaurant. Give your dining companions your full attention until your goodbye’s are complete.

Session 18: Listening and Speaking SkillsListening is the ability to accurately receive and interpret messages in the communication process.Listening is key to all effective communication, without the ability to listen effectively messages areeasily misunderstood – communication breaks down and the sender of the message can easily becomefrustrated or irritated.Listening is so important that many top employers provide listening skills training for their employees.This is not surprising when you consider that good listening skills can lead to: better customersatisfaction, greater productivity with fewer mistakes, increased sharing of information that in turn canlead to more creative and innovative work.Many successful leaders and entrepreneurs credit their success to effective listening skills. RichardBranson frequently quotes listening as one of the main factors behind the success of Virgin. Effectivelistening is a skill that underpins all positive human relationships, spend some time thinking about anddeveloping your listening skills – they are the building blocks of success.See our pages: Employability Skills and Customer Service Skills for more examples of the importance oflistening in the workplace.Good listening skills also have benefits in our personal lives, including:A greater number of friends and social networks, improved self-esteem and confidence, higher grades atschool and in academic work and even better health and general well-being. Studies have shown that,whereas speaking raises blood pressure, listening brings it down.Listening is Not the Same as HearingHearing refers to the sounds that you hear, whereas listening requires more than that: it requires focus.Listening means paying attention not only to the story, but how it is told, the use of language and voice,and how the other person uses his or her body. In other words, it means being aware of both verbal andnon-verbal messages. Your ability to listen effectively depends on the degree to which you perceive andunderstand these messages.The 10 Principles of ListeningA good listener will listen not only to what is being said, but also to what is left unsaid or only partiallysaid.Effective listening involves observing body language and noticing inconsistencies between verbal andnon-verbal messages.

For example, if someone tells you that they are happy with their life but through gritted teeth or withtears filling their eyes, you should consider that the verbal and non-verbal messages are in conflict, theymaybe don't mean what they say.Stop Talking“If we were supposed to talk more than we listen, we would have two tongues and one ear.” MarkTwain.Don't talk, listen. When somebody else is talking listen to what they are saying, do not interrupt, talkover them or finish their sentences for them. Stop, just listen. When the other person has finishedtalking you may need to clarify to ensure you have received their message accurately.Prepare Yourself to ListenRelax.Focus on the speaker. Put other things out of mind. The human mind is easily distracted by otherthoughts – what’s for lunch, what time do I need to leave to catch my train, is it going to rain – try to putother thoughts out of mind and concentrate on the messages that are being communicated.Put the Speaker at EaseHelp the speaker to feel free to speak.Remember their needs and concerns. Nod or use other gestures or words to encourage them tocontinue.Maintain eye contact but don’t stare – show you are listening and understanding what is being said.Remove DistractionsFocus on what is being said.Don’t doodle, shuffle papers, look out the window, pick your fingernails or similar. Avoid unnecessaryinterruptions. These behaviours disrupt the listening process and send messages to the speaker thatyou are bored or distracted.EmpathiseTry to understand the other person’s point of view.Look at issues from their perspective. Let go of preconceived ideas. By having an open mind we canmore fully empathise with the speaker. If the speaker says something that you disagree with then waitand construct an argument to counter what is said but keep an open mind to the views and opinions ofothers.Be Patient

A pause, even a long pause, does not necessarily mean that the speaker has finished.Be patient and let the speaker continue in their own time, sometimes it takes time to formulate what tosay and how to say it. Never interrupt or finish a sentence for someone.Avoid Personal PrejudiceTry to be impartial.Don't become irritated and don't let the person’s habits or mannerisms distract you from what thespeaker is really saying. Everybody has a different way of speaking - some people are for example morenervous or shy than others, some have regional accents or make excessive arm movements, somepeople like to pace whilst talking - others like to sit still. Focus on what is being said and try to ignorestyles of delivery.Listen to the ToneVolume and tone both add to what someone is saying.A good speaker will use both volume and tone to their advantage to keep an audience attentive;everybody will use pitch, tone and volume of voice in certain situations – let these help you tounderstand the emphasis of what is being said.Wait and Watch for Non-Verbal CommunicationGestures, facial expressions, and eye-movements can all be important.We don’t just listen with our ears but also with our eyes – watch and pick up the additional informationbeing transmitted via non-verbal communication.Speaking SkillsIntroductionSpeaking is the productive skill in the oral mode. It, like the other skills, is more complicated than itseems at first and involves more than just pronouncing words.Listening SituationsThere are three kinds of speaking situations in which we find ourselves:* interactive, * partially interactive, and * non-interactive.Interactive speaking situations include face-to-face conversations and telephone calls, in which we arealternately listening and speaking, and in which we have a chance to ask for clarification, repetition, orslower speech from our conversation partner. Some speaking situations are partially interactive, such as

when giving a speech to a live audience, where the convention is that the audience does not interruptthe speech. The speaker nevertheless can see the audience and judge from the expressions on theirfaces and body language whether or not he or she is being understood.Some few speaking situations may be totally non-interactive, such as when recording a speech for aradio broadcast .Micro-skillsHere are some of the micro-skills involved in speaking. The speaker has to:* pronounce the distinctive sounds of a language clearly enough so that people can distinguish them.This includes making tonal distinctions. * use stress and rhythmic patterns, and intonation patterns ofthe language clearly enough so that people can understand what is said. * use the correct forms ofwords. This may mean, for example, changes in the tense, case, or gender. * put words together incorrect word order. * use vocabulary appropriately. * use the register or language variety that isappropriate to the situation and the relationship to the conversation partner. * make clear to thelistener the main sentence constituents, such as subject, verb, object, by whatever means the languageuses. * make the main ideas stand out from supporting ideas or information. * make the discourse hangtogether so that people can follow what you are saying.

Session 19: Positive Attitude& TeamworkAn attitude is an expression of favor or disfavor toward a person,place, thing, or event (the attitude object). Prominentpsychologist Gordon Allport once described attitudes \"the mostdistinctive and indispensable concept in contemporary socialpsychology.\" Attitude can be formed from a person's past andpresent. Attitude is also measurable and changeable as well asinfluencing the person's emotion and behavior.In lay language, attitude may refer to the distinct concept of mood,or be especially synonymous with teenage rebellion.An attitude can be defined as a positive or negative evaluation ofpeople, objects, event, activities, ideas, or just about anything inyour environment, but there is debate about precise definitions. Eaglyand Chaiken, for example, define an attitude \"a psychological tendencythat is expressed by evaluating a particular entity with some degreeof favor or disfavor.\" Though it is sometimes common to define anattitude as affect toward an object, affect (i.e., discrete emotionsor overall arousal) is generally understood to be distinct fromattitude as a measure of favorability.This definition of attitude allows for one's evaluation of an attitudeobject to vary from extremely negative to extremely positive, but alsoadmits that people can also be conflicted or ambivalent toward anobject meaning that they might at different times express bothpositive and negative attitude toward the same object. This has led tosome discussion of whether individual can hold multiple attitudestoward the same object.Whether attitudes are explicit (i.e., deliberately formed) versusimplicit (i.e., subconscious) has been a topic of considerableresearch. Research on implicit attitudes, which are generallyunacknowledged or outside of awareness, uses sophisticated methodsinvolving people's response times to stimuli to show that implicitattitudes exist (perhaps in tandem with explicit attitudes of the sameobject). Implicit and explicit attitudes seem to affect people'sbehavior, though in different ways. They tend not to be stronglyassociated with each other, although in some cases they are. Therelationship between them is poorly understood.Activity: Steps to improve your Attitude__________________________________________________________________________________________________________________________________________________________________________________________________________________

______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Team BuildingTeam building is a philosophy of job design inwhich employees are viewed as members ofinterdependent teams instead of as individualworkers. Team building (which is correctlyspelled with two words)[citation needed]refers to a wide range of activities, presentedto businesses, schools, sports teams, religiousor non-profit organizations designed forimproving team performance. Team building ispursued via a variety of practices, and canrange from simple bonding exercises tocomplex simulations and multi-day teambuilding retreats designed to develop a team(including group assessment and group-dynamic games), usually falling somewhere inbetween. It generally sits within the theory and practice of organizationaldevelopment, but can also be applied to sports teams, school groups, and othercontexts. Team building is not to be confused with \"team recreation\" that consistsof activities for teams that are strictly recreational. Team building can also be seenin day-to-day operations of an organization and team dynamic can be improved

through successful leadership. Team building is said to have benefits of self-development, positive communication, leadership skills and the ability to workclosely together as a team to solve problems.Work environments tend to focus on individuals and personal goals, with reward &recognition singling out the achievements of individual employees. Team buildingcan also refer to the process of selecting or creating a new team.Activity: Steps to improve your team building skills________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Session 20: Decision MakingDecision-making can be regarded as thecognitive process resulting in theselection of a belief or a course of actionamong several alternative possibilities.Every decision-making process producesa final choice that may or may notprompt action. Decision-making is thestudy of identifying and choosingalternatives based on the values andpreferences of the decision maker.Decision-making is one of the centralactivities of management and is a hugepart of any process of implementation.Decision-making processDefine and clarify the issue - does it warrant action? If so, now? Is the matterurgent, important or both.Gather all the facts and understand their causes.Think about or brainstorm possible options and solutions.Consider and compare the pros and cons of each option - consult if necessary - itprobably will be.Select the best option - avoid vagueness or 'foot in both camps' compromise.Explain your decision to those involved and affected, and follow up to ensure properand effective implementation.Activity: describe an incident in your life where you took the help ofdecision making process

Session 21: Time ManagementTime management is the act or process of planning and exercising consciouscontrol over the amount of time spent on specific activities, especially to increaseeffectiveness, efficiency or productivity.It is a meta-activity with the goal tomaximize the overall benefit of a set ofother activities within the boundarycondition of a limited amount of time.Time management may be aided by arange of skills, tools, and techniques usedto manage time when accomplishingspecific tasks, projects, and goalscomplying with a due date. Initially, timemanagement referred to just business orwork activities, but eventually the termbroadened to include personal activities as well. A time management system is adesigned combination of processes, tools, techniques, and methods. Timemanagement is usually a necessity in any project development as it determines theproject completion time and scope.The major themes arising from the literature on time management include thefollowing: 1. Creating an environment conducive to effectiveness 2. Setting of priorities 3. Carrying out activity around those priorities 4. The related process of reduction of time spent on non-prioritiesActivity: Plan your daySNo Time in Hours Activity

Which activities are high / less importance?SNo Time in Hours Activity High / Low High / Low High / Low High / Low High / Low High / Low High / Low High / Low High / Low High / Low High / Low High / Low High / Low High / Low High / Low High / Low High / Low High / Low High / Low High / Low High / Low High / Low High / Low High / Low

Session 22-27: Maintain a Healthy, Safe Working EnvironmentSafety and Security Measures 1. Resident card (identity card) has to be provided to the employees and insisted to use them regularly at all times during work. 2. Key control system should be employed. Bellboy errand card should be instituted. 3. Maintain record of master key used by staff. 4. Housekeeper’s occupancy report to be made regularly. Proper procedure of checking keys in rack should be followed. 5. Double lock system, magic eye and a door chain system to be installed. 6. Proper “left luggage system” to be followed. 7. Safety lockers for guest valuables should be provided. 8. Smoke detectors to be installed. 9. Install modern and efficient firefighting system. 10. Proper regular maintenance of equipment, appliances and building should be carried out. 11. Install close circuit camera at parking and other strategic areas in the hotel. 12. Fire escape route must be designed and highlighted. 13. Frequent patrolling by the security staff must be made. 14. Security frisking (body check) if needed (without offending the guest). 15. Heavy drapes to be drawn during night on windows and exposed glass panels to cut out external light. 16. Computer and data processing security installed (for safeguarding of computer information, so that it does not reach the competitors and protection against virus in the programme.) 17. Preferably use computerized magnetic keys or room keys. 18. Employ a house detective.Types of SecuritySecurity can be classified under following aspects: 1. Physical aspects 2. Security of persons (guest and staff) 3. Security of systemsPhysical AspectsPhysical aspects of security can further be sub-divided into two parts: (i) internal and (ii) external.Internal Security: Against theft (close circuit camera and burglars’ alarms). Fire security (smoke detectors, fire alarm, water sprinklers, fire extinguishers). Proper lighting of corridors, fire escape, basement and other areas). Safeguarding assets (proper inventory, regular physical checks, etc.) Keeping track of unwanted guests. External Security: Proper lighting of boundary and outside of the building.

Proper fencing of the building. Fencing of pool area to avoid accidents at night. Planting of shrubbery can also help in restricting perimeter access into the properly. Avoid poisonous and thorny bushes, barbed wire and electric fencing. Manning of service gates to restrict entry. Fixing of closed circuit T.V. cameras.Security Aspect of SystemsSecurity aspect of systems in hotel is equally important to physical and persons’ security.The objective of such security is to safeguard the assets of the hotel. Systems, proceduresand the policies followed properly shall safeguard the assets and shall increase the life spanof equipment. i) Record all losses and missing items immediately. ii) Inventory control should be proper. iii) Auditing should be done on regular basis. iv) Proper system for cash receipts and disbursements should be created and followed.Protecting from FireOne of the major threats is that of fire.Although we have not had loss of life in hotelsin India (perhaps as a result of our methods ofconstruction and the absence of wall to wallcarpeting) hotels here are also bound by lawto take necessary fire safety precautions.A front office manager is duty bound to ensurethat he is satisfied with a hotel’s:fire detection systemsfire containment provisionsescape proceduresfire-fighting equipment2) Terrorist ThreatsThere is little, if anything, a front officemanager and his staff may do if there is somekind of threat from terrorist attack. However,bomb threats are received by someone at thefront line – a telephonist or a front office clerk - and a procedure must be in place to ensurethat all the information that can be gathered about the nature of the threat is recordedthoroughly investigated.3) Threats to PrivacyIt is the duty of front office to protect the privacy of its guests even and perhaps especially ifthey are in the public eye. However, it is not only the privacy of VIP guests that must berespected but also every one of our guests is entitled to his or her own privacy. Steps mustbe taken to ensure that information about our guests is not divulged to outsiders. Giving

room numbers to individuals other than the persons being accommodated in those rooms isunethical and should be avoided at all costs.4) Threats to Guests’ PropertyAlthough the hotelier’s liability is limited, it is in the interests of protecting the reputation ofthe hotel to ensure the safety of its guests and their property – if anything to protect thereputation of the hotel. If the hotel is in an unsafe area, or in an area frequented byunscrupulous characters, guests should be made aware of this, especially if they intend toventure out of the hotel at night.5) Confidence Tricksters or ConmenThere is very little a hotel can do if a confidence trickster makes his way into a guest’s “life”.These types of people often settle their own room accounts and are simply guests from ahotel point of view. However, when the identity of a conman is known the hotel is ethicallybound to blacklist him and refuse him accommodation in the hotel, perhaps even inform thepolice as a community service gesture.6) Misbehaving GuestsGuests themselves may also threaten each other’s enjoyment. If a traveller turns up in adrunken state asking for a room a hotel is entitled to refuse him on the grounds that he isnot in a fit state to be received. This is true even if he already has a booking / reservation,as he has broken one of the implied conditions of the contract. Similarly if the guestmisbehaves throughout his stay the hotel is not obliged to let him stay. When guestscomplain about being kept awake by a noisy couple or a drunkard next door, it is not goodenough to tell a disturbed guest that “nothing can be done about that.” One must employconsiderable tact in dealing with such situations and settle problems satisfactorily.7) Protecting StaffStaff should be able to work in a harmonious and secure environment. In this sense, allmeasures taken to protect guests will provide further security for employees. Some guestsare unscrupulous and although it is highly unlikely that guests will rob staff property someguests may make the integrity of the staff questionable. Unfortunately this may happen tofemale staff who refuse sexual advances from guests. It is in the interest of the hoteltoprotect its staff by ensuring that the integrity of employees is safeguarded and it would beunwise for a manager to immediately accept the guest’s complaint without hearing theemployee’s version of events.8) Theft from HotelIt is unfortunate that even the wealthiest of guests may have a propensity to pilfer a hotel’sproperty as a souvenir. This normally happens at check out when a guest leaves the hotelwith a variety of items – virtually anything that is not securely fastened down: soap, towels,mats, sheets, blankets, coat hangers, lamps, trouser presses, electric kettles, TV sets andeven plumbing fixtures.9) Walk-outs, Skippers or RunnersThere are a number of guests who leave without paying bills.These guests can generally be divided into three groups:The ‘accidentals’ - these are guests who simply forget to pay, often their extras bills. Mostof these guests do not intend to leave the hotel without paying – they simply believe theiraccount is being settled by someone else. When contacted these guests pay their billimmediately and are highly embarrassed. The hotel should deal with them tactfully andcourteously.

‘Opportunists’. These guests check in with the intention of paying their bill on departure,but when they realise that they can get away with not paying their bill (or simply atransaction that should have found itself on their bill – eg. last minute breakfast or minibarconsumption) they make a run for it.‘Premeditators’. These are guests who, from the start, have the intention of leaving thehotel without paying. Some of these guests go into considerable lengths in order to avoidpaying. These guests generally stay for short periods and will move to other hotels as soonas payment is demanded. Experienced room staff can often detect premeditated walkouts.Personal Protective EquipmentPersonal protective equipment, commonly referred to as \"PPE\", is equipment worn to minimize exposureto serious workplace injuries and illnesses. These injuries and illnesses may result from contact withchemical, radiological, physical, electrical, mechanical, or other workplace hazards. Personal protectiveequipment may include items such as gloves, safety glasses and shoes, earplugs or muffs, hard hats,respirators, or coveralls, vests and full body suits. It refers refers to rotective clothing, helmets,goggles,or other garments or equipment designed to protect the wearer's body from injury or infection. Thehazards addressed by protective equipment include physical, electrical, heat, chemicals, biohazards,and airborne particulate matter. Protective equipment may be worn for job-related occupationalsafety and healthpurposes, as well as for sports and other recreational activities. \"Protectiveclothing\" is applied to traditional categories of clothing, and \"protective gear\" applies to items such aspads, guards, shields, or masks, and others.All personal protective equipment should be of safe design and construction, and should be maintained ina clean and reliable fashion. It should fit well and be comfortable to wear, encouraging worker use. If thepersonal protective equipment does not fit properly, it can make the difference between being safelycovered or dangerously exposed. When engineering, work practice, and administrative controls are notfeasible or do not provide sufficient protection, employers must provide personal protective equipment totheir workers and ensure its proper use. Employers are also required to train each worker required to usepersonal protective equipment to know: When it is necessary What kind is necessary How to properly put it on, adjust, wear and take it off The limitations of the equipment Proper care, maintenance, useful life, and disposal of the equipmentIf PPE is to be used, a PPE program should be implemented. This program should address the hazardspresent; the selection, maintenance, and use of PPE; the training of employees; and monitoring of theprogram to ensure its ongoing effectiveness.Workplace hazardsEmployers have a responsibility to protect workers against health and safety hazards at work. Workershave the right to know about potential hazards and to refuse work that they believe is dangerous.Workers also have a responsibility to work safely with hazardous materials.

Health and safety hazards exist in every workplace. Some are easily identified and corrected, whileothers create extremely dangerous situations that could be a threat to your life or long-term health. Thebest way to protect yourself is to learn to recognize and prevent hazards in your workplace.Types of workplace hazardsPoor work practices create hazardsReport hazards immediatelyWorkplace inspections prevent hazardsWhat is WHMIS?Controlling hazardous substancesThere are four main types of workplace hazards:Physical hazards are the most common hazards and are present in most workplaces at some time.Examples include: frayed electrical cords, unguarded machinery, exposed moving parts, constant loudnoise, vibrations, working from ladders, scaffolding or heights, spills, tripping hazards.Ergonomic hazards occur when the type of work you do, your body position and/or your workingconditions put a strain on your body. They are difficult to identify because you don’t immediatelyrecognize the harm they are doing to your health. Examples include: poor lighting, improperly adjustedworkstations and chairs, frequent lifting, repetitive or awkward movements.Chemical hazards are present when you are exposed to any chemical preparation (solid, liquid or gas)in the workplace. Examples include: cleaning products and solvents, vapours and fumes, carbonmonoxide or other gases, gasoline or other flammable materials.Biological hazards come from working with people, animals or infectious plant material. Examplesinclude: blood or other bodily fluids, bacteria and viruses, insect bites, animal and bird droppings.Poor work practices create hazards – examples of unsafe workpractices commonly found in the workplace include:• using machinery or tools without authority• operating at unsafe speeds or in violation of safe work practices• removing or disabling guards or other safety devices on machinery or equipment• using defective tools or equipment or using tools or equipment in unsafe ways• using hands or body instead of tools or push sticks• overloading, crowding or failing to balance materials or handling materials in other unsafe ways, including improper lifting• repairing or adjusting equipment that is in motion, under pressure, or electrically charged• failing to use and/or maintain, or improperly using personal protective equipment or safety devices

• creating unsafe, unsanitary or unhealthy conditions by improper personal hygiene, poor workplace maintenance or by smoking in unauthorized areas. Learn how to avoid carrying hazardous substances home with you.• standing or working under suspended loads, scaffolds, shafts, or open hatchesReport hazards immediatelyEveryone in a workplace shares responsibility for ensuring that their work environment is safe andhealthy. Some hazards pose an immediate danger and others take a longer time to become apparent.But both types of hazards must be fixed. If you are aware of a hazard in your workplace, you shouldreport it promptly to your supervisor, employer or health and safety representative. Once a hazard hasbeen identified, your employer and/or supervisor has a duty to assess the problem and eliminate anyhazard that could injure workers.Workplace inspections prevent hazardsRegular workplace inspections are another important factor in preventing injuries and illnesses. Bycritically examining all aspects of the workplace, inspections identify and record hazards that must beaddressed and corrected.A workplace inspection should include:• listening to the concerns of workers and supervisors• gaining further understanding of jobs and tasks• identifying existing and potential hazards• determining underlying causes of hazards• monitoring hazard controls (personal protective equipment, engineering controls, policies, procedures)• recommending corrective actionTypes of Hazards:SAFETY HAZARDS: These are the most common and will be present in most workplaces at one time oranother. They include unsafe conditions that can cause injury, illness and death.Safety Hazards include: ng parts that a worker canaccidentally touch -related hazards (lockout/tagout, boiler safety, forklifts, etc.)BIOLOGICAL HAZARDS: Associated with working with animals, people, or infectious plant materials.Work in schools, day care facilities, colleges and universities, hospitals, laboratories, emergency response,nursing homes, outdoor occupations, etc. may expose you to biological hazards.Types of things you may be exposed to include:

PHYSICAL HAZARDS: Are factors within the environment that can harm the body without necessarilytouching it.Physical Hazards include: -ionizing (EMF’s, microwaves, radiowaves, etc.) – hot and coldERGONOMIC HAZARDS: Occurwhen the type of work, bodypositions and working conditions putstrain on your body. They are thehardest to spot since you don’t alwaysimmediately notice the strain on yourbody or the harm that these hazardspose. Short-term exposure may resultin “sore muscles” the next day or inthe days following exposure, but long-term exposure can result in seriouslong-term illnesses.Ergonomic Hazards include: improperly adjusted workstationsand chairs turethey are repetitiveCHEMICAL HAZARDS: Are present when a worker is exposed to any chemical preparation in theworkplace in any form (solid, liquid or gas). Some are safer than others, but to some workers who are moresensitive to chemicals, even common solutions can cause illness, skin irritation, or breathing problems.Beware of: – ESPECIALLY if chemicals are in an unlabeledcontainer! materials like gasoline, solvents, and explosive chemicals.WORK ORGANIZATION HAZARDS: Hazards or stressors that cause stress (short-term effects) and strain(long-term effects). These are the hazards associated with workplace issues such as workload, lack of controland/or respect, etc.Examples of work organization hazards include:

ExerciseThe three basic rights in the workplace that any employee has areƒ the right to ____________________________________________________________ƒ the right to ____________________________________________________________ƒ the right to ____________________________________________________________2. The four main types of hazards in a workplace areƒ ______________________________________________________________________ƒ ______________________________________________________________________ƒ ______________________________________________________________________ƒ ______________________________________________________________________3. Employers are responsible for providing which of the following? (Check all that apply.)‰ safety training‰ personal protective equipment‰ meals during workday‰ clean safe working environment‰ supervision to ensure workers are following safety procedures4. If injured on the job, the first thing an employee should do is‰ tell the supervisor‰ get first aid‰ fill out a form for Workers Compensation‰ go to the hospital or a doctor if necessaryFirst aidThe initial assistance or treatment given to a casualtyfor any injury or sudden illness before arrival of anambulance, doctor, or any qualified person is called asFIRST AID.The casualty is likely to be in the need of secondary aid.Principles of First Aid ☼ Act calmly and logically. ☼ Be in control – both of himself or herself and the problem. ☼ Be gentle but firm, speak to the casualty kindly but purposefully. ☼ Build up trust through talking to the casualty throughout the examination and treatment. ☼ Avoid giving any misleading information. ☼ Never leave the casualty alone and continue to talk to him/her until the ambulance or doctor arrives. ☼ Continuously reassure the casualty.

Job of the first aider  Always avoid endangering yourself  Ensure that victim is safe from danger  Check the victim’s condition and asses his or her injuries  Take immediate remedial action if necessary.Don’t’s  Allow crowd to form around the casualty.  Do too much, remember that doctor will be coming.  Put any unclean dressing or cloth over the casualty.  Touch a wound with your fingers.  Move a patient unnecessarily.  Risk burning a patient by using unwrapped hot water or other heated object.  Remove his clothing unnecessarily.  Attempt a precise diagnosis.  Forget to send for a physician.ExerciseExit routes must be: (choose all that apply)a. Free and unobstructed by materials and equipmentb. Adequately lightedc. Equipped with exit signs that are clearly visibled. Arranged so that employees do not have to travel toward a high hazard areaWhat should you do to help someone who‘s having an asthma attack? a) Help the person sit in a comfortable position and take their medication. b) Help the person sit in a comfortable position and breathe into a paper bag. c) Advise the person to do some stretches and run around the block.If someone is bleeding from a wound, what can you do to help? a) Let the blood drain out. b) Put pressure on the injury. c) Tie a tourniquet above the injury.COMMON SITUATIONS  For minor burns:Hold the injury under cold running water for five minutes . It needs no further treatment. Itshould simply be left exposed to air. Don't apply any oil or ointment. Don't prick or removeblisters.  For large and deep burns:Needs medical attention. Relieve pain by immersing the area in cold water or applying coldwet cloths.Wrap or cover injury with clean cloth and light bandage. Treat the victim for shock whilewaitingfor medical help.

These may be caused in many ways and if not treatedproperly may sometimes get infected.  The wound should be cleaned with warm water and antiseptic solution and then covered with a clean dressing.  In case of bleeding pressure should be applied on the wound if it is free of foreign particles.  For deep cuts and excessive bleeding the person should be taken immediately hospital.For Controlling bleeding  Apply direct pressure to the wound, using fingers or hand.  If the wound is large, press the edges together, gently, firmly maintaining pressure.  Consider what you can use as a pad to control the bleeding more effectively, a clean folded handkerchief is ideal.  If bleeding is from limb, elevate it.  If direct pressure seems to control bleeding, put a sterile or clean dressing on the wound.  Bandage should be firm enough to prevent bleeding but not so tight to cut off circulation.Muscle Injuries  Sit or lay the injured person down.  Put the injured part in the most comfortable position.  Apply a cold ice pack.  Bandage it in place and leave for half hour which will limit internal bleeding.  Firmly compress the injured part with thick cotton wool bound on with the bandage.First aid box o First aid book o Antiseptic cream o Savlon or Dettol o Antihistamine lotion o Calamine lotion o Antacid Tablets o Anti- diarrhoel Tablets o Paracetamol o Asprin o Kaolin Clay o Chloromycetin eye ointment o Travel sickness tablet o Oil of Cloves o Clinical Thermometer o Sterilized dressing for fingers, hands, feet etc. o Sterilized cottonwool o Absorbent Gauge

o Crepe bandage o Eye pad o Band-aids o Roller bandages o Triangular Bandages (unbleached) o Tweezers o Dressing Scissors o Safety pins o Pad & PencilFire is a chemical reaction involving rapid oxidation orburning of a fuel. It needs three elements to occur:OXYGEN - The air we breathe is about 21 percent oxygen.fire only needs an atmosphere with at least 16 percentoxygen.FUEL - Fuel can be any combustible material - solid, liquidor gas. Most solids and liquids become a vapor or gasbefore they will burn.HEAT - Heat is the energy necessary to increase thetemperature of the fuel to a point where sufficient vaporsare given off for ignition to occur.CHEMICAL REACTION - A chain reaction can occur whenthe three elements of fire are present in the properconditions and proportions. Fire occurs when this rapidoxidation, or burning takes place.Take any one of these factors away, and the fire cannotoccur or will be extinguished if it was already burning.Discovering a small fire(Basics)Sound the alarmUse an appropriate fire extinguisher if: – it is safe to do so – you have been trained to use itFire extinguishers should be tested in a safe place, before using it on afireDiscovering a large fire(Basics) • Sound the alarm • Close the door (Although it should be closed) • Leave immediately • Proceed to assembly point • Ensure Fire services are called • Report to person in charge for roll call • Do not return to building until told

Selecting fire Extinguisher Foam Dry CO2 Wet Chemical Water PowderA Wood,paper, ■ ●● ● textilesB Flammable ■● ●Liquids ■●C FlammableGases Special Dry agentsD Metal ●■E ElectricalF Cooking oils ● ■Fire / Smoke Evacuation Procedure

If a fire alarm sounds, take it seriously. If you notice a fire or smell smoke:1) DO NOT fight the fire. Remain calm.2) Call the Department of Public Safety at 711.a) Give your name.b) Give the name of the building.c) Give your location and type of problem.3) Pull the fire alarm box located next to any stairwell.4) Exit the building using stairwells. Never use the elevators. Close and secure all doors behind you.5) Proceed to the designated meeting area(s). Keep quiet and listen for directions from the EHSS, the Department of Public Safety, or the fire department.6) Notify the first responding agency of any disabled, trapped or insured persons.7) Never re-enter the building unless directed to do so by the EHSS, the Department of Public Safety, or the fire department.Exercise:Employers must practice fire drills as part of its EAP a. True b. False Employers must have and maintain a(n): a. Employee Alarm System b. Fire Brigade c. Bullhorns, flashlights and hi-visibility vests d. Fire Hose System As part of a Fire Prevention plan, an employer must list: (choose all that apply) a. All major fire hazards b. Name and job title of employees responsible for maintaining equipment to prevent or control sources of ignition/fires c. Name and job title of employees responsible for the control of fuel source hazards d. Five-year running history of fire drill results and performance Evacuation Procedure for Persons with Disabilities Syracuse University recognizes that due to the differences in campus buildings, the limitations presented by various types of disabilities, and the range of possible circumstances that could be presented by different types of disasters, persons with disabilities will make individual decisions based upon the circumstances presented.1) If circumstances require evacuation from a campus building, the disabled person is to evacuate the building by the safest and nearest exit and follow the general procedures for emergency evacuation.

2) If a disabled person is unable to evacuate without assistance, he/she may request that any available person notify the fire department, the EHSS, or the Department of Public Safety at the scene that they are in need of assistance. The disabled person should provide the person going for help with any information that may be required in the evacuation process (e.g., wheelchair bound, lift required, etc.). If neither the fire department, the EHSS, nor the Department of Public Safety is on the scene, the disabled person or the assisting person may telephone the Department of Public Safety at 711 and request assistance. The location, reason evacuation assistance is required, and necessity for special equipment should be given.3) In the event a fire alarm sounds, the first responding agency (the EHSS, the Department of Public Safety, or the fire department) will search out disabled persons reported to be in the building and assist them in evacuating the building.4) In the event of an evacuation during a non-fire emergency, the steps described above will be followed.5) Any disabled person who anticipates that they may have difficulty in evacuating any campus building should request that the Office for Student Assistance arrange to have a copy of their schedule for each semester put on file by building and by time of day with the Department of Public Safety. The disabled person is responsible for reporting to the Office of Student Assistance any schedule changes. A disabled student living in a residence hall should also notify their residence hall director of their potential needs in the event an evacuation is necessary. Fire Drill Procedure The procedure to be followed for fire drills will be identical to the emergency evacuation plan in the steps described above, except that the disabled person may be asked to remain in the building if the availability of evacuation personnel and/or special equipment is limited. Non-Emergency Evacuation Procedure If a disabled person needs to be evacuated in a non-emergency situation, such as a power failure or elevator shut down, they may call the Department of Public Safety at 711. With proper notification, the Department of Public Safety may decide to contact a professional transportation agency, such as TLC or Able Medical Transportation, to facilitate safe and proper evacuation. The University will pay for costs associated with evacuation services performed by such agencies. Recommendations1. To facilitate the evacuation of disabled students, the office for student assistance will provide the registrar’s office with a list of students who have identified themselves as having mobility impairments requiring the use of wheelchairs, crutches, braces or canes, or visual impairments requiring a guide dog or cane. The registrar’s office will provide both the Department of Public Safety and the Office for Student Assistance with weekly updated copies of the schedules of all students on the above mentioned lists.2. All students who have identified themselves as disabled will be informed of emergency evacuation procedures by the Office for Student Assistance at the beginning of each academic ye ar and periodically throughout the academic year as new individuals are identified as disabled.3. It is recommended that the Office for Student Assistance, in conjunction with the Department of Public Safety and appropriate City Fire officials, sponsor emergency evacuation training workshops for disabled students at the beginning of each academic year and at regular intervals throughout the year. The workshops should cover all of the aforementioned procedures.4. All faculty, administrators, and staff will be notified of these procedures by EHSS.

5. All general emergency evacuation instructions that EHSS routinely provides to the University students or employees will include information on emergency evacuation procedures for disabled persons.6. The effectiveness of the plan will be monitored by EHSS, along with the Department of Public Safety and the Office for Student Assistance. Regular reports on progress/problems will be forwarded to EHSS. Should the need arise, this plan will be modified by EHSS. Contingency The above noted plan is intended to assist the appropriate authorities in evacuating disabled persons. However, if the fire department has not arrived and a need exists to move the disabled person out of the building quickly, as in a situation of threatening the life of the disabled person, the Department of Public Safety or EHSS may consider evacuating the person themselves provided that under all circumstance the evacuation can be done safely and not expose further lives to danger. If possible, evacuation will be conducted with input from, and at the direction of, the disabled person. Exercise A workplace must provide two exit routes. a. True b. False Emergency exits may be locked by employers to protect property provided the employer furnishes employees with keys. a. True b. False