1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Wake-up CallsEffective Date:01 June 2006Revised Date:NilApplicable :All staffForms to use:Wake-up Call list, Group in-house list, Group wake- up call SummaryRefers to :NilPurposeThe purpose of this policy is
2、 to ensure that guests receive their wake up call at a specific time as requested by the guests.PolicyIt is the policy of Hyatt Regency Dongguan that all requested wake-up calls will be duly processed and all staff responsible will ensure such calls will reach the guest to their best abilities.Proce
3、dures1. When approached by the guest to place a wake-up call, the Guest Services Officer is to note down the timing on the Wake Up Call list.2. A reminder call at 5 minutes later should be offered to guest who requests for a wake up call3. An updated rooming list must accompany all groups wake-up ca
4、lls.4. During the night shift, the requested timings will be consolidated, verified by the Assistant Manager Front Office and passed over to the Guest Services Centre for processing.5. The Guest Services Centre - GSO will then key in all the requested wake-up calls and file all the request. In the e
5、vent that a wake-up call is not answered after the second manual call , the Guest Services Centre must alert the Assistant Manager Front Office who will proceed to the room with a Bell Attendant (a female room attendant if guest is female) or Security personnel to personally wake up the guest.6. Aft
6、er checking, the Assistant Manager Front Office must return call to the Guest Services Centre to report the finding immediately.7. All missed wake-up calls must be reported to the Assistant Manager or Front Office Manager so that service recovery can be done. Guest Services Team Leader or Assistant Manager will be responsible to conduct the investigations and report immediately.8. If a guest requests a wake-up / reminder call during the day, he /she should be asked whether he / she is willing to accept any other calls.Prepared byJames FanDate01 Jun 2006Approved byDatePage 2
