1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Guest RegistrationEffective Date:01 June 2006Revised Date:NilApplicable :All StaffForms to use:NilRefers to :NilPurposeThe purpose of this policy is to ensure the legal requirements that are required and is
2、also mandatory for security and control reasons. The details of the registration are used for guest history file and marketing research. Procedures1. Welcome the guest by using the hotel greeting standards upon their arrival at the Reception Desk.2. Ascertain the guests name and present the registra
3、tion card to ensure that it is completed with all the details and in accordance with the PSB requirements.3. For mainland Chinese guests, the Chinese national I.D. card must be obtained upon check in. I.D. card may be photocopied or completely hand copied depending on which is more convenient at tim
4、e of check in.4. For detailed standards of “how to check in a guest”, please refer to the Brand Standards.5. Obtain the guests signature on the registration card. Ask the guest to fill in the address and relevant information. Ensure that all relevant information is recorded to enable the maintenance
5、 of guest history file and data base.6. Assign a vacant and clean room if one has not been pre-allocated.7. Detach the passport section from the registration card and insert the room key into the hotel passport.8. Inform the guest of Gold Passport privileges or other package privileges where necessa
6、ry.9. Offer assistance in transportation transfers. 10. Cross sell sister hotel accommodations for guest convenience.11. Check room rate for any obvious mistake, if any, to avoid undercharge or overcharge. Discretion must be used when asking the guest to initial the rate so as not to embarrass the g
7、uest or his /her partner.12. Present the passport to the escorting GSO Front Office and wish the guest an enjoyable stay with us.13. Register the guest with all accurate details.14. Please note additional requirements for each category of guest:For Corporate AccountsIf the account is to be on credit
8、, the computer must be checked for the presence of a valid city ledger account and must be informed to the Credit Manager for his / her prior approval.For Group Individual Travellers (GIT)The registration card should be accompanied by an accommodation voucher which should already have been checked f
9、or validity and guest entitlement by the GSO Front Office.For Groups Ensure that the files for group / Tour contain complete billing instructions. Ensure that the group / Tour possess a Group / Tour VISA for entry to China and a rooming list that is attached to this VISA. Review billing instructions
10、 for clarity prior to check out time. Ensure that all rooming lists are received and filed accordingly Check that individual folio for group members have been set up according to billing instructions and if necessary make amendments. Complete manifests with all information, including a proposed billing draft to assist the Cashier. Check the confirmed morning call time and pick up time given by the guide at time of arrival or thereafter. Ensure the rooming list is distributed to the respective departments.James Fan01 Jun 2006Prepared by _ Date _Approved by _ Date _ Page 3
