1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Late Charge Missing Item & MinibarEffective Date:01 June 2006Revised Date:NilApplicable :Assistant Manager Front OfficeForms to use:Lost Items in RoomRefers to :NilPurposeThe purpose of this policy is to pro
2、tect the loss of revenue arising from assets being removed or taken away deliberately by guests.PolicyIt is the policy of Hyatt Regency Dongguan that any mini-bar consumptions above RMB 50 are charged and recorded accordingly as late charge if the guest did not inform us upon departure. However, any
3、 late-charge involving VIP guests who are extremely valuable to Hyatt is to be handled with care to avoid complaints.Procedures1. Late charge is performed when guest utilized mini-bar of more than RMB 50 and checkout without informing the GSO upon departure.2. Some of the mini bar charges that were
4、not posted on time after guest departure will be written on the mini bar slips separately which will be delivered to the Front Desk before 2000hr daily for late charging.3. These mini bar slips (above RMB 50) will be counter-checked by the afternoon team leader before late charging. Amounts below RM
5、B 50 will be considered as a bad debt. Late charging will not be applicable if guest settled by cash. These charges will be absorbed by the hotel and with approval from the AM on duty.4. Guest history should be recorded for run away bills or successful late charging.5. Late charge is also performed
6、when fixed amenities / assets above RMB 100 like magazines and pillows are being reported missing from the room upon guest departure.6. However, much care is necessary to decide who is to charge. We do not charge guest who is extremely valuable to Hyatt International or any VIPs like a Courtesy Card
7、 Holder.7. The Assistant Manager Front Office is empowered to make careful decisions as to who is to charge pertaining to the losses.8. Prior to late charging of missing items, an email is required to be written to the guest informing him / her on the hotel intention and the costs of the missing ite
8、ms. Should the guest dispute the intention of the late charge claiming that he / she did not take the reported missing item; the Housekeeping will be duly informed and the Assistant Manager will take the necessary actions.9. We will adopt a trust on our guests when the reply claimed items not taken.
9、10. The Housekeeping Manager will be informed so that they could keep track on such “grey” cases. The intention is to monitor the situation and prevent possible unsolved mysteries.11. Should the guest fails to respond within 72 hours or replied claiming items consumed or taken, late charged will be processed.Prepared byJames FanDate01 Jun 2006Approved byDate Page 2
