1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Credit Card Encashment/Paid OutEffective Date:01 June 2006Revised Date:NilApplicable :All Staff Forms to use:FO VoucherRefers to :NilPurposeThe purpose of this policy is to ensure that the Guest Services Off
2、icers work within the credit limit set by the hotel management when entertaining requests for encashment through credit cards. PolicyIt is the policy of Hyatt Regency Dongguan to avoid credit card encashment in general unless it is of an emergency case. All credit card encashment is easily disputed
3、by the banks should the guests refuse to pay thereafter. However, we will practice with great flexibility when handling our VIPs, Gold Passport members, and guests who are in need of cash genuinely. Credit card encashment are only allowed to be done for in-house guests only. The allowance for cash p
4、aid out is made on a per stay basis in general. The limits are up to RMB 1500 for general and RMB 3000 for Diamond Gold Passport Members in-house guests. All encashment are subject to a 5% surcharge of the cash received. Procedures1. Guest to be directed to Front Office Cashiers for encashment via c
5、redit cards.2. Front Office Cashier must verify that guest is staying in-house.3. Guest must be explained on the 5% surcharge. The amount must be charged immediately to his credit card. 4. The encashment and clearance must be reflected on guests account to ensure that it is only done once during his
6、 stay.5. There will be guests who request to have more than one credit card encashment during his stay. Should a staff notice that guest had already done once, he must explain to the guest and direct/assist guest to the bank opposite to get his money. If guest persist, please inform the Assistant Manager- Front Office who will make the decision to override the hotels policy. Prepared byJames FanDate01 Jun 2006Approved byDate Page 2
