1、POLICY & PROCEDURESPolicy Number:1-001Policy Name:DepartDivision:RoomsDepartment:Front OEffective Date:mental Duty RostersfficePolicy Statement:It is the policy of Hyatt On The Bund to ensure that employees continuously monitor and acknowledge their schedule at least one day in advance.In case of re
2、questing a shift change, day off, annual leave or public holiday, the employee must submit a request by the standards and procedures of Hyatt on the Bund.Purpose:The purpose is to ensure consistent and seamless operation at all times based on the business need.Procedure:1.Check individual shift allo
3、cation on the departmental roster.2.All requests for annual leave, public holiday and day off shall be submitted 15 days in advance and approved by the FOM for final approval.3.All requests for shift changes shall be submitted at least 2 days in advance and approved by the FOM for final approval.4.D
4、uty roster is being done for a period of 2 weeks. Assistant Managers to submit the roster on Wednesday morning to the FOM for approval and the schedule must be announced by Thursday5.Employees seeking to swap shifts amongst themselves need to get approval from FOM/ AFOM in advance.6.At the beginning
5、 of each calendar year, the Assistant Manager, who is in charge of the vacation planning, shall assign and plan the entire departments vacation in accordance to the Hotels occupancy forecast.7.At early stage, requests for certain period shall be accommodated. Once the assignment of vacation dates is
6、 completed, the vacation plan should be placed on the notice board.Effective Date: 01/05/2007Page 1 of 28.Employees must take note of their vacation slot and go on leave during the designated period. If employee wants to make changes, FOMs final approval is needed.9.If the employee arrives for the w
7、rong shift, he/she shall return later for the shift which was originally assigned to him/ her.Prepared by:Carol RenDate:Approved by:Ronald KangDate:Policy Number:1-002Policy Name:BriefinDivision:RoomsDepartment:Front OEffective Date:gs and MeetingsfficePolicy Statement:It is the policy of Hyatt On T
8、he Bund that Front Office conduct daily briefings and monthly communication meetings.Purpose:The purpose is to ensure good communication between employees.Procedure:1.Must read the departmental logbook and Lotus Notes prior to shift commencement.2.The AM/FOM shall conduct three daily briefings ( 7:0
9、0AM, 3:00PM, 11:00PM) using the following information:VIPs in houseVIPs arrival and departureGroup movements3 day forecast, rate of the day,Daily events and functionsPolicies and Procedure changesGuest commentsEmployees on-shift duties and assignmentsRestaurant & Hotel PromotionsEndorsements / Follo
10、w up3. Monthly Meeting: Schedule monthly meeting date and time. The Director of Rooms andor Front Office Manager shall conduct the Monthly meeting. Assistant Managers to man theFront Desk counter for the duration of the meeting permitting all employees to attend.Agenda to be discussed: Employees voi
11、ce Operational Procedures 3 months forecast Guest and other departments comments Feedbacks Comments and suggestions from employees to improve efficiency. Incident Reports and action taken Employees movement Case studies of previous situation (complaints, problems.etc.) Whats onPrepared by:Carol RenD
12、ate:Approved by:Ronald KangDate:Policy Number:1-003Policy Name:Cash AdDivision:RoomsDepartment:Front OEffective Date:vancefficePolicy Statement:It is the policy of Hyatt On The Bund that cash advances will be extended to guests only up to a value of 4,000 RMB. This service shall be extended only for
13、 in-house guests.Purpose:To assist guests in retrieving cash in a reasonable amount. We do not act as a bank and can only issue a maximum amount of 4,000 RMBProcedure:1. If guests request to receive cash advance from the cashier, you are entitled to do transactions of up to 4,000 RMB.2. Inform the g
14、uest that we will charge his Credit Card directly and there will be a service charge of 5% applying.3. Ask the guest how much money he/she needs and post as “Paid out Cash on CreditCard” to his guest bill on a spare window.4. Post the 5% using the code “Credit Card service charge”5. Charge both the
15、Paid out and the service charge payment to his/her Credit Card.6. Guest must sign the Paid out receipt as well as the Credit Card receipt.7. Count the money (only the Paid out amount) to the guest.8. Paid outs can only be issued in local currency RMB9. If guest needs a larger amount, point out the n
16、ext ATM/bank. In case of complaint inform AM for further assistance.10. If guest does not have a valid Credit Card, no Cash advance can be done.Prepared by:Carol RenDate:Approved by:Ronald KangDate:Effective Date: 01/05/2007Page 1 of 1Policy Number:1-004Policy Name:ClearinDivision:RoomsDepartment:Fr
17、ont OEffective Date:g Expected departuresfficePolicy Statement:It is the policy of Hyatt On The Bund that all Front Desk employees must be aware of the status of all expected departures by Noontime on the day of departure.Purpose:The purpose of this policy is to ensure that the daily room availabili
18、ty is accurately known at all times to enable arriving guests to have immediate access to their roomsProcedure:1. Reconfirm with the guest his departure date, time and flight details and update in OPERAupon arrival.2. The GSO will print out the departure list by time with all remaining departures of
19、 the same day and will check each room in Opera for a following reservation or any remarks regarding late check out.3. 01:00PM on the day of departure or after the stated checkout time indicated in the system contact the guest by telephone to ascertain his departure. Use this opportunity to offer an
20、y assistance with luggage and transportation.4. Should the guest wishes to amend his check out time or departure date, check your room availability and update accordingly.5. Liaise with Housekeeping Team Leader in conducting room status checks to verify whether the room is occupied or vacant.6. Cont
21、act the AMFO if the room expected to depart has a DND.7. By 03:00PM, Front Desk GSO must inform AMFO of any remaining departures that are without confirmed departure time.8. Discrepant rooms check must be done by AMFO and above. Check locks audit and bill.9. All departure rooms must be confirmed / c
22、leared before 06:00PM.Prepared by:Carol RenDate:Approved by:Ronald KangDate:Effective Date: 01/05/2007Page 2 of 2Policy Number:1-005Policy Name:ComplaDivision:RoomsDepartment:Front OEffective Date:int HandlingfficePolicy Statement:It is the policy of Hyatt On The Bund that any complaint raised by gu
23、ests shall immediately be investigated and solved to ensure guest satisfaction.All complaints must be directed to an Assistant Manager Level.Purpose:To be able to effectively and efficiently handle all guest complaints, to ensure guest satisfaction without compromising the Hotels interests.Procedure
24、:1.Invite the guest to a more private area where he can express his complaint.2.Listen carefully to what the guest has to say and repeat it back to him.3.Summarize and reiterate his complaint for clarification. Ask questions to establish what the guest really needs. Note and establish at this point
25、what the guest is looking for: acknowledgement, recognition, apology, assurance, refund or correction.4.Empathize to his concern and complaint.5.Apologize for whatever inconvenience has been caused.6.Decide and agree on course of action.7.Check that the follow up is carried out and set a deadline fo
26、r the course of action. Give feedback to the guest if appropriate.8.All complaints shall be recorded in the AM-FO log book set up in Lotus Notes.9.All apology cards or letter must be written following the templates established. Procedure1. Guests complaints and comments are the most valuable source
27、of information about the service that we are providing to our guests. Their perception of our service is the most relevant sign of our performance. Therefore every little complaint, negative and positive comment from a guest has to be entered in Opera Guest History.2. If the nature of a complaint is
28、 such that requires immediate action the respective employee has to try their level best to find the solution. He/she should also enter the recovery steps he/she took to resolve the problem into Guest History.3.As a final step an employee should follow up. He/she has to take care of the problem to t
29、he end; it means he/she has to follow up on complaint and make sure it has been rectified.4. All complaints must be resolved as below:5. For In house guest complaints should be resolved within the same day. If unable to rectify within the same day the guest should be notified.(b) Guest complaints ov
30、er e-mail/letters should be replied back to guest within24 hours.Be careful not to:Take a complaint personallyMake excusesQuestion the fairnessDisplay arroganceMake social judgmentsBuy yourself out of trouble.Prepared by:Carol RenDate:Approved by:Ronald KangDate:Policy Number:1-006Policy Name:Compli
31、Division:RoomsDepartment:Front OEffective Date:mentary & House Use RoomsfficePolicy Statement:It is the policy of Hyatt On The Bund that all requests for complimentary and house use rooms must be approved by the Director of Rooms and authorized by the General Manager.Purpose:To monitor and control a
32、ll house use and complimentary rooms.Procedure:Complimentary Room:1.Fill up Comp/House use form complete with detail and duly signed by the Department and Division Head concerned.2.Seek approval from the Director of Rooms to check room availability.3.Send complimentary room request form to the Execu
33、tive Office for authorization of theGeneral Manager.4.The form is then forwarded to the Reservation Department for all necessary booking procedures.5.Gold passport complimentary rooms are not included in the above P&P ( HYCM Code)House Room: Only active employees of Hyatt on the Bund.1. Fill up the
34、House use request form with all details and get approval from the relevant executive committee member.2.Seek approval from Director of Rooms for room availability.3. Send form to the Executive Office for authorization of the General Manager.4. The form is then forwarded to the Reservation Department
35、 for all necessary booking procedures.NOTE:C/IIn the event of a last minute request for complimentary or House-use room, the Directorof Rooms shall use his discretion to approve the request based on purpose, occupancy and room availability. The form shall then be given to the Front Office Manager to
36、 ensure that the Comp/House use form is duly signed by the General Manager on the next working day.1.Follow the regular C/I procedure.2.Follow the regular deposit/guarantee procedure, except for Hyatt employees and contractors related to Hyatt or the Owner follow up with FOM before arrival to check
37、on individual guarantee sumPrepared by:Carol RenDate:Approved by:Ronald KangDate:Policy Number:1-007Policy Name:ConfidDivision:RoomsDepartment:Front OEffective Date:entiality of Guest InformationfficePolicy Statement:It is the policy of Hyatt On The Bund that employees are not allowed to give out an
38、y details of the guest stay as well as any other guest information.Purpose:To secure all pertinent guest information ensuring that it shall not be divulged to anyone without prior permission from the guest.Procedure:1.Secure all registration cards and working reports behind the Front Desk counter.2.
39、Group rooming list shall not be given to any group members unless authorized by the group organizer. Rooming lists given out should not display any financial information.3.If at any point anyone shall inquire about a guest, inform the guest that we are not allowed to pass out any information concern
40、ing hotel guests. This includes room number.4.Should an Officer of the law or any person insisting that its for emergency purpose that they acquire details of a hotel guest, hand over to the Front Office Manager or Night Assistant Manager before giving out any information.5.Resident guest asking for
41、 additional keys during their stay should be asked for a photo I.D. as per Hyatt International policy. Seek approval from the Director of Rooms, Front Office Manager or Night Assistant Manager should a guest be reluctant to do so. Refer to Key Room Key Control Policy 1-020Guests requesting privacy l
42、evel1.When receiving a call from outside requesting to be put through to hotel guest:Check if there is any special request from guest e.g. to screen all calls (SAC), do not disclose (DND) or Incognito (IGO). “SAC”, “DND” and “IGO” will be printed next to guest name to alert all hotel employee on gue
43、sts special request.2.SAC- Should there be a call for guest with a “Screen-All-Calls” request, ask the guest for his name and company; put the guest on hold.- Call guest in the room to check if he wants to take the call and then put call through- If guest does not want to take the call, explain to g
44、uest that you are unable to connect the call and offer to take a message or connect the guest to voicemail.3.DND- If there is a call for a DND guest explain that the guest does not wish to be disturbed and offer to take a message or connect to voicemail.4.IGO-In case of Incognito guest, state to the
45、 caller, that there is no registered guest with this name.-Under no circumstances the caller may get notice that the guest is with us. If guest insist on being transferred, connect the call to AM FO5.Guest Security- Should there be any handicap guests or guests who need attention, the Front Office will alert the respective department including Communication Center. Their names will be written on the notice board until their departure date.-In the event of fire/evacuatio
