Page 27 - Bunkhouse 2017 Employee Handbook

Full-time employees who have benefits qualify for paid jury duty. They must sign over the check they receive for
serving to the company and the company will pay them in full, up to five (5) days of regular pay.

GUEST RELATIONS

It is important to realize that we compete with a vast market of competitors. Competitors frequently call on our
guests asking for their business. A guest will only change services when their impression of our service becomes
less positive than their impression of a competitor. Impressions are constantly changed and formed by every
contact the guest has with our service. Every time our guest hears or sees anything having to do with Bunkhouse, it
strengthens or changes their perception of our company.

When our guests give us their business, they have great expectations and a very positive impression of our service.
It is up to each employee to fulfill these expectations and build a lasting impression. We must consider the quality
and professionalism in every aspect of what we do and say. Our reputation is your future.
The success of Bunkhouse depends upon the relationship between the company, our employees, our guests,
patrons, and the general public. The people who serve them form the guests’ impression of the company. Here are
several things you can do to help give a good impression of the company:

1. Act competently and deal with guests in a courteous and respectful manner.
2. Communicate pleasantly and respectfully with other employees at all times.
3. Follow up on requests and questions promptly; provide friendly, business- like replies to inquiries and
requests, and perform all duties in an orderly manner.
4. Acknowledge all guests in all areas of the property with a professional and warm greeting.
5. Use professional words and behavior in the presence of guests.
6. Confidentiality is of the utmost importance. We are responsible for a guest’s safety and welfare:
• Never state guest’s names and room numbers where others can overhear.
• Verify one’s identity before giving out keys or room numbers.
• Keep all keys in a secure place at all times.
• Do not discuss who is staying at the property; this includes all social- networking avenues (i.e. Facebook
and Twitter).
7. When off the clock, you must have prior management approval to socialize with guests on or off the property.
8. Refrain from occupying guest rooms for any period of time in a social setting while on or off the clock.
All of the above are important requirements of your job. Failure to adhere to any of these requirements could result
in disciplinary action.

Internal problems should be discussed with management, not the guest. At one time or another, we all become
frustrated because of our own internal problems. These problems may result from a period of high turnover,
administrative backlog, or simply because of human error. However, when we communicate these inefficiencies to
our guests, we only lose our credibility.

CODE OF CONDUCT

As an employee of Bunkhouse, it is important for you to know what personal conduct is expected of you while on the
job. In most instances, your own good judgment will tell you the right thing to do.

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