1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Incoming Fax For arriving GuestEffective Date:01 June 2006Revised Date:NilApplicable :All StaffForms to use:NilRefers to :NilPurposeThe purpose of this policy is to ensure all incoming faxes for expected arr
2、ivals must be received, recorded accurately, and presented promptly to the guest upon his / her arrival.PolicyIt is the policy of Hyatt Regency Dongguan that all fax must be presented to arriving guests upon his / her arrival so that there is no delay in this basic service that our guests has come t
3、o expect and deserve.Procedures1. Upon receiving the faxes, the Front Desk GSO will sort the fax into the correct order of pages, and ensure that all pages have been received. If some of the pages have not been received, or they are ineligible than the sender must be informed immediately by either f
4、ax or telephone.2. Front Desk - GSO ensure that fax is recorded into the Lotus Notes Fax Log. 3. Once the fax is sorted, the Front Desk - GSO will ascertain the guest name and arrival date that the name of the guest must be written clearly on the envelope with Hyatt pen. All faxes are required to be
5、 placed into A4 size letterhead envelope. Check and verify guest name and arrival date from “Opera”.4. Do not indicate Room Numbers on envelope even though there is a room blocked.5. The envelope must be sealed with scotch-tape.6. Front Desk-GSO will leave a standardized “Opera” message saved only.
6、The guest will be reminded by our GSO Front Office as “Received Fax in Arr Folder-FEX”7. The said faxes will be placed into the B1 cabinet pending daily afternoon check by the Afternoon Team Leader. Only the on day faxes are placed into the arrival cabinet by alphabetical order which will be located
7、 in the middle of the Reception counter.8. Regency Club Faxes for next day arrivals will be given to RC-AM/TL on the afternoon shift.9. All faxes must be hand given to the guests.10. GSO has to pay special attention to the guest message upon check-in whether we are holding faxes or not. If the messa
8、ge pertains of fax collection, GSO will retrieve the said faxes and then GSO must cross check if the intended receivers name on the envelope is the same as the guest at the counter before present to guest upon check-in.No Shows1. RC GSO to bring all faxes together with uncheck-in RC folder to Front
9、Desk after 2300 hrs.2. At 0600 hrs, the No Show faxes and correspondence must be given to Assistant Manager to safe keep in a No-Show folder.3. The No-Show folder is then placed at the Arriving RC box in case guest turn up.4. By 1200 hrs, the Team Leader to bring the No Show folder to the Assistant Manager Front Office to decide what to do with the faxes.5. Managers to decide to advise sender or keep faxes for 48hrs before discarding.Prepared byJames FanDate01 Jun 2006Approved byDatePage 3
