1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Check OutEffective Date:01 June 2006Revised Date:NilApplicable :All StaffForms to use:NilRefers to :NilPurposeThe purpose of this policy is to ensure the GSO Front Office are guided accordingly to clear all
2、outstanding with guests prior to their departure from the hotel.PolicyIt is the policy of Hyatt Regency Dongguan to collect all payment due to the hotel prior to guests departure. The cashier must ensure that rooms are physically vacant before checking out the guests.Procedures1. Express Check-Out-
3、Express check-out facilities are granted to those guests who have already established credit with the hotel either through prior, authorized billing instructions, or by means of a credit card imprint at the time of check-in.- The Express check-out form is in the Hyatt Passport, which is given to the
4、 guest when he/she is checked in. The guest must sign the form, if he/she wishes to use this service.- The completed form, together with the room key, is left with the Front Desk. After the guest has left, the Guest Services Officer will finalize the computer posting.- If the guest has indicated on
5、the Passport that he/she wishes to receive a copy of the folio, the Guest Services Officer should prepare it for mailing.- Refer to Express Checkout Task Breakdown for further details2. FIT or Corporate Accounts- Ask the guest for his/her name and room number. As you display the folio details, read
6、out the guests name to verify the guests identity. - Ask the guest if there was any last minute mini bar consumption and charge accordingly.- Read the billing instructions and determine how the bill should be printed.- Advise the guest if there is any day-use charge. - Print out the folio and quickl
7、y check all the charges especially the room rate before presenting it to the guest.- Confirm the method of payment shown on the computer and ask the guest to sign the folio 3. Group Check-out- The computer will not permit the master account to be settled until all group members have settled their fo
8、lios, or until folio charges have been transferred to the master account.- If billing instructions from the group leader differ from those in the correspondence, a letter of authorization must be obtained from the group leader and must be attached to the groups master folio upon check-out.- Check th
9、e master folio for breakfast charges; if there is a credit balance, transfer it to City Ledger.- Obtain full settlement from individuals for their extra charges.- Once all extras have been settled, print the master folio and let the group leader settle the account. All copies of folios that have bee
10、n transferred to the master folio must be attached. Ensure that all group-rooms have been checked-out.- If any member wishes to extend her/his stay, obtain new billing instructions and room rates.- Transfer all documents via Night Audit to Accounting.4. Convention Check-Out The procedures are basica
11、lly the same as for Groups.Usually, participants who extend their stay will bear all additional charges; however, occasionally instructions are issued that all added costs are to be charged to the Master Account. If the latter is the case:- Obtain a letter of authorization from the organizer or his
12、authorized representatives before any additional costs are incurred and attach it to the master folio.Each participant who extends his/her stay must sign for his/her added charges under his/her room number at checkout time.- At check-out time, be sure to attach the room list with its details/remarks
13、 to the master folio, together will all supporting documents for transfer to the Accounting Department.5. Advance Settlement Check-out- The guests departure time should have been entered by reception at the time of check-in.- Post the room charge manually. - Obtain full payment from the guest and cr
14、edit the guests folio using the code appropriate for the method of payment selected.- Record in the logbook the expected departure time of the guest for follow-up by the next shifts Guest Services Agent or supervisor.- Once the Guest Services Officer has signed-in, they should check the logbook for
15、follow-up instructions on advance settlements.6. Credit Card Check-out- As soon as a guests bill exceeds the credit or floor limit allowed by the credit card Company, obtain and record the authorization for the anticipated excess amount.- If a guest decides at checkout time to pay by credit card, pr
16、int out the appropriate folio, present it to the guest and obtain the guests credit card.- While the guest examines his bill, carefully check the credit card for expiry date and name and obtain approval code through the credit card authorization code terminal.- If a cancelled/discontinued/invalid or
17、 stolen credit card has been presented by the guest, do not return it; instead, request that the guest pay with another credit card or cash and notify the Assistant Manager immediately.- Once the credit card sales voucher has been completed and the guest has signed the voucher, his/her signature mus
18、t be verified against the one on the credit card. This is very important, as most losses are due to fraud which was not detected when verifying signatures!- If approval code cannot be obtained, i.e. declined by credit card Company, ask the guest politely for an alternative payment or credit card. If
19、 there is any doubt about the authenticity of the signature, additional identification should be requested. It must be kept in mind that a credit card in itself is not a form of Identification. It is, therefore, not at all out of the ordinary to request actual identification.- To close the transacti
20、on, return the credit card to the guest and enter the appropriate payment code and amount into the computer to close the folio and clear the room. Attach the guests copy of the charge voucher to the folio, fold both neatly into the departure envelope and hand it to the guest.- The Guest Services Off
21、icer should attach the merchants copies of the credit card voucher to the hard copy of the guest folio and retain both in the cash drawer for balancing at the end of the shift. - At the end of each shift, batch the credit card vouchers by company and include them with identified, balanced totals in
22、the Cashiers Remittance envelope which is deposited in the drop-safe.7. Account Settlement To City Ledger- When billing instructions indicate extended credit terms, i.e. charges are covered entirely by the company; a signature must be obtained from the guest upon departure on the folio to verify the
23、 charges agreed.- Persons wishing to change their method of settlement to City Ledger after check-in, that is, they wish to charge their folios to their companys account, must provide an authorized correspondence from his/her company who has set up an credit account with us. Other than that, a credi
24、t card billing authorization form must be received and attached to the folio.- The corrected folio should then be printed and the guest must sign it.Important: The City Ledger account number must always be inserted on the checkout screen. All amended billing instruction must be entered into the syst
25、em prior to guest checkout.City Ledger checkouts are handled in the normal fashion:- Verify the guests name, room number and account, plus C/L charge authorization.- Hand the folio to the guest for review of the charges.- Be sure to obtain the guests signature on the hotels copy of the folios for al
26、l City Ledger charges, before the settlement method is posted.8. Account Settlement By Cheque- Cheques are not acceptable due to banking restriction imposed by the Government. As such, should there be a request for cheque encashment, the staff has to explain clearly to guest.9. Settlement Of City Le
27、dger Balance- On occasion city guests (Travel agents) wish to pay their guests City Ledger account balances through the Front Desk.- Credit the payment to the master folio as a settlement.- Print the folio, stamp the first copy paid and hand it to the guest as receipt.- Attach any relevant correspondence or statement to the hotels folio and batch with other City Ledgers settlements.- If the payer so requests, prepare an official receipt and attach a copy of it to the hotels copy of the folio.Prepared byJames FanDate01 Jun 2006Approved byDate Page 6
