Staff Operation Manual

Dear Staff Members,

We welcome you to the Milos Sea Resort family. Our mission is to create unique hospitality experiences that reflect our professionalism, care and commitment to guest satisfaction. This manual is your guide to your daily responsibilities, values ​​and the hotel's environmental philosophy.

Here is a detailed description of the regulations and procedures you must follow.

General Regulation of Operation

1. Professional Conduct

Your behavior reflects the philosophy of the hotel. In this context:

⦁ Courtesy & Respect:

⦁ Address visitors politely, using names where possible.

⦁ Treat all your colleagues with professionalism and respect, regardless of their position.

⦁ Immediate Response to Complaints:

⦁ Listen carefully to guest requests or complaints.

⦁ Don't try to defend yourself or make excuses. Focus on the solution. Notify the department manager immediately of any serious issue.

⦁ Professional Communication:

⦁ Maintain a positive and professional tone in both your oral and written communications.

⦁ Do not engage in confrontations with visitors or colleagues.

2. Dress Code

Your appearance contributes significantly to the overall experience we offer.

Clothing:

⦁ Front Desk and Service Staff:

⦁ Must wear the hotel uniform or approved professional attire as determined by management.

⦁ Housekeeping Staff:

⦁ Should follow hygiene standards and use the safety equipment provided by the hotel.

Grooming

⦁ Maintain a clean and well-groomed appearance.

⦁ Avoid excessive fragrances, jewelry, or heavy makeup that may discomfort guests.

⦁ Avoid excessive fragrances, jewelry, or heavy makeup that may discomfort guests.

3. Safety & Cleanliness

Safety and cleanliness are critical to ensuring the well-being of both guests and staff.

Hygiene Standards:

⦁ Regularly clean and sanitize common areas according to established guidelines.

⦁ Adhere to all waste management procedures.

Safety:

Report any hazards, damages, or potential safety risks immediately.

Participate in training sessions on first aid and evacuation plans.

4. Guest Service

Our hospitality is characterized by attention to detail and a prompt response to guest needs.

Personalized Approach:

⦁ Greet guests with a smile and professionalism.

⦁ Provide personalized solutions to their requests.

Promoting Hotel Services:

⦁ Inform guests about hotel amenities and activities, such as the spa, restaurants, and local excursions.

5. Teamwork & Collaboration

Teamwork is the key to the hotel’s success.

Communication with Colleagues:

⦁ Maintain open and constructive communication with all team members.

⦁ Resolve conflicts calmly and professionally to foster a collaborative spirit.

Helping Each Other:

⦁ Support your colleagues when they need assistance, regardless of department.

⦁ If you notice a guest needing help unrelated to your role, take initiative or notify the appropriate colleague.

6. Initiative & Problem-Solving

Our success depends on your ability to recognize and resolve issues promptly.

Recognizing Needs:

⦁ Identify guest needs and offer solutions proactively before they become problems.

⦁ Inform your department head of any issues you cannot resolve independently.

Proactive Behavior:

⦁ Regularly check your areas of responsibility to ensure order and safety.

⦁ Communicate suggestions for improving services or processes to management.

7. Time Management

Effective time management ensures the smooth operation of the hotel.

Scheduling:

⦁ Follow your assigned work schedule and notify your supervisor promptly in case of absence or delay.

⦁ Manage your tasks within the allocated time, avoiding delays that affect colleagues.

Prioritizing:

⦁ Address urgent matters first and adapt to the needs of guests and the team.

8. Maintaining Professional Boundaries

Maintaining professional boundaries creates a safe and pleasant environment for everyone.

Professionalism with Guests:

⦁ Avoid personal conversations with guests unrelated to their service.

⦁ Handle all interactions professionally, even in cases of disagreement or tension.

Professionalism with Colleagues:

⦁ Refrain from personal or inappropriate discussions in the workplace.

⦁ Follow the chain of command to address issues and use the appropriate communication channels.

Environmental Policy

As members of the Milos Sea Resort community, we are committed to protecting the environment and promoting sustainability.

1. Energy Conservation:

⦁ Turn off all lights and electrical devices when not in use.

⦁ Set air conditioning and heating systems to recommended levels.

2. Water Conservation:

⦁ Encourage guests to participate in water-saving initiatives, such as towel changes upon request.

⦁ Ensure faucets and showers are not left running unnecessarily.

3. Recycling:

⦁ Use recycling bins provided in both common and private areas of the hotel.

⦁ Inform guests about our recycling efforts and encourage their participation.

Additional Information

Training and Development

Continuous learning is a cornerstone of our success at Milos Sea Resort. Providing opportunities to develop your skills ensures that our staff meets the high expectations of our guests.

Regular Training Seminars:

We offer seminars on various topics such as:

⦁ Customer service techniques.

⦁ Complaint handling and problem resolution.

⦁ Workplace hygiene and safety.

⦁ Environmental awareness and sustainable practices.

Specialized Training Initiatives:

Depending on your role and needs, you may be invited to participate in sector-specific programs such as:

⦁ Wine and gastronomy knowledge for restaurant staff.

⦁ Use the minimum amount of water necessary for cleaning.

⦁ Training on the latest hospitality trends for front desk and management.

⦁ Use of advanced cleaning tools for housekeeping staff.

Certification Programs:

In collaboration with recognized organizations, our hotel offers certification upon completion of training programs, enhancing your resume and career prospects.

Personal Development:

In addition to technical skills, we focus on personal development areas such as:

⦁ Time management.

⦁ Communication skills.

⦁ Teamwork and leadership.

Your participation in these programs is essential for your personal growth and for maintaining the quality of service we provide. Feel free to share ideas for new training initiatives that could benefit our team.

Confidentiality Policy

Confidentiality is a fundamental principle of our operations and critical to maintaining our reputation and reliability as a high-quality hotel.

Protecting Guest Data:

⦁ All guest information, including personal details, preferences, and requests, must remain strictly confidential.

⦁ Do not share guest data with individuals outside the hotel or with colleagues not directly involved in their service.

Handling Information:

⦁ Store documents or data securely, following hotel policies.

⦁ Delete or destroy sensitive information when it is no longer needed.

Internal Confidentiality:

⦁ Do not share information regarding hotel operations, procedures, or financial matters with third parties.

⦁ Avoid discussing internal matters in public areas or in front of guests.

Compliance with Legislation:

The hotel complies with applicable data protection regulations (e.g., GDPR). Please adhere to the provided guidelines regarding data processing and storage.

Practical Examples:

⦁ Correct: Use passwords to protect files.

⦁ Incorrect: Leave documents with guest details in public areas.

Your commitment to maintaining confidentiality ensures that our guests feel secure and that our hotel continues to operate with integrity and reliability.

If you have any questions about the confidentiality policy or training opportunities, please contact your department head or management.

By adhering to the values and principles of the Milos Sea Resort, you contribute to an environment of quality, professionalism, and authentic hospitality. Thank you for your dedication to the hotel’s success.

Sincerely

The Management of Milos Sea Resort