1、HYATT REGENCY DONGGUANFRONT OFFICE RECEPTION OPERATIONS MANUALGENERAL POLICIES AND PROCEDURESPolicy Name:Handling Long Staying GuestEffective Date:01 June 2006Revised Date:NilApplicable:All StaffForms to use:NilRefers to:NilPurposeThe purpose of this procedure is to ensure all relevant employees are
2、 aware of their responsibilities when handling long staying guests.PolicyIt is the policy of Hyatt Regency Dongguan to offer a long stay ambassador to all hotel guests staying more than 14 nights. The hotel will provide a consistently professional and warm welcome and a highly enjoyable stay for our
3、 long-staying guests.ProceduresPre-Arrival1. All long stay enquiries are passed to the Business Development Team for processing. This excludes Long Stay booking through RESERVE.2. Once a booking is confirmed, the Business Development Team are responsible for forwarding a long stay letter of agreemen
4、t and ensuring that a signed copy of this document is received by the hotel. Every effort should be made at this stage to ascertain whether the guest prefers a smoking or non-smoking floor.3. Long Stay bookings received through RESERVE can be qualified through passing the guest details to Business D
5、evelopment directly from Reservations.4. Long Stay bookings received through RESERVE should sign a rate agreement upon arrival at the hotel that the rate is applicable to a minimum of 21 consecutive nights. Should the stay be cut short, the hotel will charge back each night at the rate determined by
6、 Front Office. It is the responsibility of the Long Stay Ambassador to have the terms of the long stay package acknowledged by the guest.5. Guest who originally booked for a stay of less than 21 nights and wish to extend to a stay of more than 21 nights may do so during their stay. Such requests can
7、 be forwarded to Business Development for a proper agreement. The Long Stay Package will, however, only be granted from the day of extension and benefits cannot be backdated. Exceptions to this rule will only be allowed by GM, DOR, or DOS only.6. Reservations Department to ensure that the correct Lo
8、ng Stay code is assigned to the reservation for proper follow up.7. The Assistant Manager Front Office will appoint a member of the Front Office Team to be the “personal contact” of the long-staying guest. This person is known internally as the Long-stay Ambassador. The staff to be appointed will de
9、pend on the arrival times of the guest. The long stay ambassador is a Front Desk/Regency Club - Team Leader and above positions.8. Those guests without arrival times will either be the morning or afternoon Team Leader as the Ambassador.9. The Assistant Manager Front Office prepares a welcome letter
10、on behalf of the Long stay Ambassador.10. The Front Office Manager should review all Long Stay guests arrivals on a daily basis and assign better rooms.11. Welcome amenities must be set up. Refer to Long Staying Guest Amenities set.12. The Welcome kit for the guest will be collected by the Ambassado
11、r and presented to the guest upon check-in. The welcome kit includes.- Welcome Letter (Personalized with guest name)- Thats Dongguan- Map of Dongguan- Tour Information- Magazine (RC Only)- Magazine (RC Only)- Magazine (RC Only)13. Ensure extra hangers are setup in the roomArrival1. The Long-stay Amb
12、assador must meet the guest on arrival and escort him to the room.2. During the welcome and rooming process the Long-stay Ambassador should: Re-confirm with the guest his smoking/non-smoking preferences before taking him to his room. Ascertain the purpose of visit and likelihood of repeat visits and
13、 pass this to FOM. This applies to RESERVE reservations where purpose of visit is not known. Point out the complimentary tea and coffee, amenities and give the usual rooming explanation. Refer to the Welcome letter/card. Obtain any newspaper preferences and any other likes/dislikes and allergies. Of
14、fer to have any large luggage items stored and explained additional coat hangers, ironing boards, cots, adapters set etc. Confirm room make-up time /turndown preferences. Special billing request Inform the guest that special room service orders can be made upon request and that the menu includes ite
15、ms from our restaurants plus the addition of full menus from Caf and etc.Internal Administration after check in1. Ambassador to update Long stay checklist and file in allocated file.2. Inform and feedback to related departments of guest requests and preference, including Housekeeping and Room Servic
16、e.3. Update Guest profile comments with above information of guest preferences.4. Leave a TRACE every four days for COURTESY CALL to guest.5. Leave a trace, for billing settlement every 14days, if required. To call guest in the room and inform him that we will be sending an interim statement for his
17、 settlement. Leave the interim statement together with a cover page in the room if guest is not available.6. Leave a trace the day before check-out to remind you of the followinga. Offer guest to review accountb. Confirm check-out time c. Confirm transportation. d. Offer wake calle. Luggage collecti
18、onf. Room Service breakfast if check-out before 06:30 hrs. (Regency Club guests only)7. Update Checkout alert to “Call AM and Ambassador” During the guests stay1. Courtesy call every 4 days2. Update Courtesy call log after every calls3. The Long Stay Ambassador (if they did not meet upon arrival) sh
19、ould ring the guest within 24 hours of arrival and suggest a brief meeting (over coffee or a drink) with the guest to cover: Any areas that the hotel could address in order to ensure the guest is more comfortable. E.g. adapters, coat hangers etc. Any particular needs of the guest whilst in Dongguan
20、e.g. sporting, sightseeing, health, education or communication related. The Long-stay Ambassador should use local knowledge to assist the guest or offer to undertake relevant research. Hotel tour Payment on fortnightly basis4. If the guest is not in the room a voice mail message should be left. If n
21、o reply, follow up within 72 hours. If no reply again, do a second and final follow up voice mail message.5. Copies of the hotel bill are forwarded to the guest room every 14 days or as stipulated in contract and on the day prior to departure. These are accompanied by a letter prepared by the Long S
22、tay Ambassador.On Departure1.Front Office should discuss or distribute a list of the next days departing long-stay guests at each morning briefing, together with their planned departure times. A farewell team should then be decided upon, ensuring that the guest received suitable recognition for his
23、support.After the guest has departed (minimum 21-night stays)The Sales Department is required to identify these guests as major advocates of the hotel. They should be added to the advocates mailing list and be forwarded a greeting card on an annual basis.Repeat long stay guests will not receive a welcome kit unless being requested.Prepared by James FanDate 01 April 2006Approved by _Date _ Page 5
