1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Room Change due to Upgrade and UpsellEffective Date:01 June 2006Revised Date:NilApplicable :All Staff Forms to use:Room Rate Change Form, Room Change Authorization FormRefers to :NilPurposeThe purpose of thi
2、s policy is to ensure all guests room upgrades and rate changes are justified and legitimate.Room changes are occasioned as a result of either a guest requesting a different room category or room location, or in the event that an extension of stay is required by a guest occupying a room which is req
3、uired for another arriving guest. Additionally, from time to time a guest must be moved due to their room requiring unavoidable or emergency maintenance work.PolicyIt is the policy of Hyatt Regency Dongguan that all guests room upgrades and all rate changes are justified and authorized by the proper
4、 hotel management with minimal adjustment to the room revenue. It is the responsibility of the rooms management team to ensure all guests room rates and room changes are verified before every night audit runs. Whenever there is a room change for in-house guest, utmost care and security must be pract
5、iced to ensure all of the guests belongings are safely and efficiently moved to the new room.Procedures1. A room change form authorized by the guest and countersigned by the Assistant Manager must accompany any request for room changes that involved either an upsell or if the guest is willing to pay
6、 a higher rate for a better room category to avoid potential disputes thereafter. 2. Room upgrades must be authorised by:- General Manager- Director of Sales- Director of Rooms- Front Office Manager- Assistant Manager for forced upgrades 3. Reservations with upgrades that do not require authorisatio
7、n :- Courtesy Card Holder upgrade to Regency Club Regency Suites Lake View - Diamond Card holder upgrade to Regency Club room when available upon check in - Contractual agreements4. Front staff will ensure proper authorization is obtained from the guest on reason of room change, change in room rates
8、 and moving his belongings whilst he is not in the hotel.5. In the event that a guest had made prior arrangements to have his room change in his absence, security personnel must accompany the bell staff to do the change.6. The Bell Attendant must ensure the positions of the guests belongings in the
9、new room are the same as those in the previous room.7. Before leaving the former room, the bell staff must check the mini-bar and safebox to ensure consumption is noted and items left behind must be returned to their owners.8. Once the room change form is returned, Front Office staff must inform - O
10、perator in case guests has special request to block his phone lines- Housekeeping to ensure any previous minibar consumption is correctly posted to the new room number and in case there is laundry to be delivered 9. Front Office staff will then do the room switch in “Opera”. The Room Change Log must be updated on the above proceedings and initialed by the staff concerned.10. The staff will then attach the room change authorization form, if any, to the Registration card and file the card in its new slot.Prepared byJames FanDate 01 Jun 2006Approved byDate Page 3
