1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Extension of StayEffective Date:01 June 2006Revised Date:NilApplicable :All StaffForms to use:NilRefers to :NilPurposeThe purpose of this policy is to ensure that all guests request for extension of stay are
2、 looked into and all necessary administrative preparation is in order.PolicyIt is the policy of Hyatt Regency Dongguan to ensure that all guests request for extension of stay is action upon and confirmation given to the guest soonest possible to eliminate the inconvenience of waiting for an answer.
3、Our hotels check-in time is 14:00 hrs and check-out time is 12:00 hrs. ProceduresIt is the duty of the Teamleader and Assistant Manager to be knowledgeable of the next few days occupancy in order to give proper guidance and answers to staff and guests when approached with request to extend stay.Requ
4、est for extension of stay by days1. Upon checking occupancy and rate / room availability, the staff must check what type of booking the guest had made. 2. For FIT booking, extend the stay and entered new checkout time in “Opera” and update the Registration card with the new departure date and time.3
5、. For bookings that are charged to the company:- Check with the guest if the additional room charges should also be charged to the company or to personal account.- Upon establishing it is to the company, the guest must be advised that until the hotel receives a proper authorisation from the company
6、to pay for the extension, it will be on personal account.- Go through the procedures under Billing and Payment. Extend stay in “Opera” and update the Registration Card.- Write a trace in “Opera” to keep track of the follow up to receive the fax from the company to cover the extension. At the same ti
7、me, enter the information into the Guest folio directly.- In the event it is on personal account, extend the checkout date accordingly. The companys rate should be extended to the guest as goodwill.- The staff must explain to the guest to sign an undertaking to be responsible for the charges in the
8、event that the company does not want to pay for the extension. This is specially the case when there is not enough lead-time for the reservation to confirm payment with the company concerned.4. Wholesaler booking:- The Rate of the Day is to be offered to the guest.- If the guest agrees, key in a res
9、ervation immediately and print a new registration card for the guest to sign.- Ensure confirmation of departure day and time. - Go through the procedures under Billing and Payment. - Occasionally, there will be encounters whereby guest insists that the local travel agent pick up the extension tab. I
10、n this circumstance, the Guest should be advised to contact his / her travel agency immediately to make the arrangements. The guest should be advised that we will revert to the best Rate of the Day should we not receive any revised information from the travel agency prior to the checkout. Request of
11、 extension of stay by hour 1. The hotel normal checkout time is 12:00 hrs. The latest checkout time extended to Gold Passport guests can be extended till 16:00 hrs without charge, subject to occupancy level. 2. Regency Club guests have a more flexible checkout time, when occupancy permits. 3. Courte
12、sy Cardholders are entitled to a late checkout at any time without charge.4. Request for departure later than 18:00 hrs. is subject to availability.5. Request for checkout at 18:00 hrs. for guestrooms will be charged a half-day rate. 6. A half-day rate is based on half of guests current paying rate.
13、FIT request1. Flexibility of extension to top 20 accounts guests must be exercised especially when occupancy permits. In this case, there will be no charge for latest checkout at 1600 hrs.2. Request for checkout after 18:00 hrs. will be charged at half a days rate. Checkout after 21:00 hrs. will be
14、charged full days rate as the room will not be ready to be turn around for the next arriving guest.Wholesaler and group request1. Usually late checkout is arranged by the agency at point of reservation. 2. However, if on departure day, the guest wishes to extend checkout time, they should follow the
15、 FIT criteria.Should an extension for the room be impossible, the staff must explain to the guest that they can leave their luggage at the Bell holding area and shower facilities are available for guests in Club Oasis. In such cases, staff must always advise guest to see the Cashier to release their rooms on time.Prepared byJames FanDate01 Jun 2006Approved byDate Page 4
