1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Front Office Safe Deposit BoxEffective Date:01 June 2006Revised Date:NilApplicable :AllForms to use:Safe Deposit Checklist, Safe Deposit FormRefers to :NilPurposeThe purpose of this policy is to ensure that
2、the hotel guest has the option of either using the in-room safe box or the safety deposit boxes available at the Front Office to store his valuables during his stay with the hotel.To ensure that the Front Office Safe Deposit boxes are accounted for daily.PolicyIt is the policies of Hyatt Regency Don
3、gguan to ensure that hotel registered guests are provided with ample safe deposit boxes either in the room or at the Front Office. ProceduresIssuance1. The Front Office Team Members are responsible for providing the Safe Deposit Box services for guest.2. The guest will be required to fill up a SAFE
4、DEPOSIT RECORD CARD. This card must advise the guest of the cost involved should he / she lose the key. It will also spell out clearly the clause covering the hotels liability as far as the guests personal belongings are concerned.3. The Hotel guest may authorize a representative to open the safe de
5、posit box. In such instances, specimen signatures of the guest and the authorized representative will be required on the SAFE DEPOSIT RECORD CARD. Both should sign in the presence of the hotel staff, who will then select and open a box, hand the container over to the guest and write the box number o
6、n the signature card.4. The specimen mentioned above ensures that only authorized persons stated on the SAFE DEPOSIT RECORD CARD can gain access to the contents of the deposit box.5. The staff should never acknowledge or take notice of the contents of the box. The hotel provides a safe deposit box s
7、ervice, but possession and control of the contents are vested exclusively in the guest.6. When the guest returns the container to the Guest Services Officer, it is placed back in its safe deposit slot, locked, and the key is handed to the guest.7. The SAFE DEPOSIT RECORD CARD shall contain the follo
8、wing declarations to be made by the guest:a. Safe deposit boxes are available only to registered guests of Hyatt Regency Dongguan and to those persons approved by such guest and whose signature appears above this agreement and only for as long as their period of stay.b. Guests are advised neither to
9、 deliver their keys nor to impart their box number to anyone not properly authorized to have them.c. When a safe deposit box is issued to two or more individuals, it is deemed to be under the control of each of them. Either may have access, or may surrender the box.d. If a key is lost, the hotel mus
10、t be informed immediately. The box lock will be broken in the presence of the guest, and the lock will be changed. The guest will be charged a nominal fee (RMB 800) to cover the cost of replacing the lock and keys.e. The hotel will not be liable in whatever that arise from the loss of the key or the
11、 presentation thereof by a person other than one authorized. The Hotels liability is limited by government statute.f. All items kept in the box will be withdrawn by the guest and the key surrendered to the hotel at the time of departure.g. The Hotel Company reserves the right to break open the box a
12、nd remove its contents without liability if the key is not surrendered upon the guests departure from Hyatt Regency Dongguan. The said nominal fee is item #d will also be imposed.8. er the hotel guest has filled in the SAFE DEPOSIT RECORD CARD properly, the Front Office Agent shall check and then si
13、gn on the space under “Cashier”.9. The Front Office Agent shall issue the hotel guest with a safe deposit box in which the guest puts in his / her valuables and the box number should be recorded on the SAFE DEPOSIT RECORD CARD.10. Two keys are required to open a safe deposit box. The Hotel guest kee
14、ps one key whilst the Hotel keeps the other master key. 11. THE SAFE DEPOSIT RECORT CARD will be stored in the card slot. SDB #18 (means guest opens the safe deposit box number 18) will be entered into checkout alert until the guest surrenders the safe deposit box. If SDB #18 still shows in checkout
15、 alert when guest is checking out, the Cashier should remind the guest to surrender the safe deposit box.Access to a Safe Deposit Box1. For each subsequent access to his / her box, the guest must countersign and fill in the date of entry on the safety box access card again.2. No one other than the o
16、riginal signatory should be permitted to have access to the box; should his / her legal representative demand access to the box, a notarized affidavit authorizing such access must be obtained.3. The Front Office Officer shall verify the signature on the application form to the specimen signature SAF
17、E DEPOSIT RECORD CARD which is filed in order of the deposit number.4. The signature must be discreetly compared to that on the original signature card. If there is any doubt about a guests identity, however slight, Guest Services Agent should ask the guest to produce identification. He may assure t
18、he guest that this measure is taken for the protection of his / her valuables.5. The guest / authorized representative must complete the pre-numbered SAFE DEPOSIT BOX ACCESS APPLICATION before they are allowed access to the safe deposit box.6. If the signature on the application form matches the spe
19、cimen signature on the SAFE DEPOSIT RECCORD CARD, the Front Office Officer on the application form and records the ACCESS APPLICATION NUMBER in the reverse side of the SAFE DEPOSIT RECCORD CARD.7. The master key held by the Hotel and the safe deposit box key held by the guest can only open the safe
20、deposit box.8. When the hotel guest ceases to be a guest in the hotel, the safe deposit box must be surrendered duly.9. In the event that access to a box is required when a guest is not present, the Security Manager, Front Office Manager, and the Assistant Director of Finance must be present. A deta
21、iled listing of the contents must be prepared in quadruplicate and each person present must sign it. The authorized representative will receive the original and one copy will be retained by each of the three witnesses.Closing the Safe Deposit Box1. The guest shall sign off on the SAFE DEPOSIT RECCRD
22、 CARD under the “surrender of Box” paragraph.2. The date of surrender of the box is entered and the Front Office GSO shall sign off on the SAFE DEPOSIT RECCORD CARD after checking that the guest has removed everything in the box.3. The Front Office GSO shall then file the SAFE DEPOSIT RECORD CARD ac
23、cording to the date when the box was surrendered and the guest check out.Night Audit1. It is the responsibility of the Night Guest Service Officer to do an audit check on the safety deposit boxes nightly. The boxes without keys attached must be tallied against the safety deposit access card. These c
24、ards will then be checked against the computer to ensure that all rentals belong to in-house guests.2. All discrepancies must be immediately reported to the Assistant Manager Front Office who will in turn investigate with the highest concerns and report to the Front Office Manager to follow-up.3. Th
25、e Front Office Manager, Income Auditor will also do spot-checks to ensure that all boxes are properly registered to hotel guests only.Control Over Keys1. There should be one set of deposit box keys only! Any additional sets should be destroyed.2. The master key should never be hung on the wall, left
26、 on a desk or anywhere with easy access to either guests or unauthorized persons.3. All staff should never accept possession of guests key, unless the box is being surrendered.4. If a safe deposit box key is delivered to the Guest Service Officer, having been found somewhere on the premises, or if a
27、 key is received by mail, it should be sealed immediately under dual control, and the guest should be notified to call for his key. The Assistant Manager Front Office must be reported immediately.5. If a guest misplaces the key, which results in having to drill the lock open, a fee of RMB 800 must b
28、e charged. The cost of such fee must be stated on the original signature card. A miscellaneous voucher is prepared and the charge is posted to the guests folio.6. The charge include replacement of new lock and key for the box and all other administrative fees charged by the safety deposit boxes contractor,Prepared byJames FanDate01 Jun 2006Approved byDate Page 6
