1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:VIP Check-in with arrival flight & limousineEffective Date:01 June 2006Revised Date:NilApplicable :Front Office Team Leader and aboveForms to use:NilRefers to :NilPurposeAll VIP arriving guests must be greet
2、ed and welcome by our management efficiently and effectively upon his / her arrival so that there is no delay in this basic service that our guest has come to expect and deserve.PolicyIt is the policy of Hyatt Regency Dongguan that the Assistant Manager Front Office is responsible for taking care of
3、 all VIPs with warm welcome and smooth check-in upon his / her arrival. They are required to handle this task according to the procedures set forth.Procedure1. After received the VIP 1st call from our Airport Representative, the Assistant Manager Front Office will alert all the concerned departments
4、 and Management via our hotel communication system. 2. The Assistant Manager Front Office will check the status of the VIP room and ensure that the assigned room is ready and in “Vacant Clean” status.3. The Assistant Manager Front Office will check the VIP leather folder which contains the Registrat
5、ion card, Keycard, Pen, Hotel passport with address card and breakfast card if necessary. The VIPs Mail / Message will also be checked and attached with the VIP folder. Any fax or messages should be checked prior to arrival and placed on the desk in the guestroom. 4. VIP room will be checked-in into
6、 the “Opera” system after the first call.5. After received the 2nd call from our driver, the Assistant Manager Front Office will alert all the concerned department and management via the hotels communication system.6. The Assistant Manager Front Office will pick up the VIP folder and wait for the gu
7、est at the hotel main entrance.7. The Assistant Manager Front Office will also check the lobbys cleanliness.8. The Assistant Manager Front Office will alert the staff manning the lobby door of the license plate number of the limousine to ensure luggage will be brought up to the room immediately.9. T
8、he Assistant Manager Front Office will inform the staff manning the lobby door of the importance of the VIP. If there are more than 1 VIP travelling in the same car, the most important VIP should get the luggage first and the Assistant Manager - Concierge is to ensure the smooth luggage delivery.10.
9、 The Assistant Manager Front Office will escort the VIP guest to the room directly together with any other Management staff for express check-in.11. The Assistant Manager Front Office will offer assistance for reservations in any F&B outlets and follow up if necessary and reconfirm with the guest.12
10、. The Assistant Manager Front Office will confirm the following upon arrival:1. Purpose of visit2. Departure date3. Limousine arrangement 4. Room rate5. Address (collect name card)6. Personal details7. Special requests i.e. newspapers, fruits, iron and iron board and pressing13. The Assistant Manager Front Office will ensure that the guests luggage is delivered to the guestroom and the luggage is placed in the correct position before leaving the room.14. Assistant Manager makes sure that guest history is updated for future reference.Prepared byJames FanDate01 June 2006Approved byDatePage 3
