1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Assistant Manager Effective Date:01 August 2006Revised Date:NilApplicable :All StaffForms to use:NilRefers to :NilPurposeThe purpose of this policy is to have one person responsible that can be contacted in
2、case of emergency, guest complaints and general assistance required in the hotel. PolicyIt is the policy of Hyatt Regency Dongguan that an Assistant Manager is on duty on a 24-hour basis.ProceduresThe Assistant Managers Front Office are the representative of the Senior Management. In their absence t
3、he Assistant Manager Front Office provides a means of communication between the Management, guest and Employees as well as supervising and assisting in the smooth and efficient running of the hotel.The role of the Assistant Manager is fulfilled by the Assistant Managers Front Office during the day t
4、ime and overnight shift.When arriving for the Assistant Manager Shift:- Take over the allocated Master Keys and Assistant Managers Pager / Xiaolingtong- Read the Assistant Manager Front Office Briefing Log Book and take over any outstanding tasks.- Read the Lotus A.M. Log for any incident report tha
5、t has taken place in the previous shift(s).- Read the Lotus Handover log- Read the Promotions and handover file- Read the arrivals list and identify VIPs to be greeted.- Identify the departure guests and VIPs to be met.1. Walk through the hotel and check the functions schedule and ensure they are ru
6、nning smoothly2. Ensure each area is correctly manned, operational and properly managed. Observe the overall conduct and appearance (Grooming Checks) of the employees.3. Carry out regular property walks and report findings in the public area check list.4. Inspect pre-assigned accommodation for VIP g
7、uests, ensuring that all room set-ups and amenities are prepared according to the standard.5. Investigate all guest and employee accidents and complete an incident report form.6. Adhered to the Hotels Fire and Emergency procedures in the event of a fire and other emergencies.7. To assist Security De
8、partment in collecting the materials for the necessary investigation of guests lost property inquiries.8. Handle guest inquiries and complaints at all times. Report any complaints, comments and suggestions in the Duty Logbook for discussion and follow up in the morning briefing or if not appropriate send a note to the relevant department.9. In absence of the Sales & Marketing Department handle any show around requests.10. Handover to the Assistant Manager Front Office and ensure all tasks are completed.Prepared byJames FanDate01 April 2006Approved byDate Page 2
