1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Overbooked & Walking a GuestEffective Date:01 June 2006Revised Date:NilApplicable :Assistant Managers & aboveForms to use:NilRefers to :NilPurposeThe purpose of this policy is to establish a standard procedu
2、re for the Assistant Manager Front Office on duty to obtain suitable accommodation of the highest possible standard at the lowest price and adequate transportation for guests arriving with a reservation in case hotel is overbooked. PolicyIt is the policy of Hyatt Regency Dongguan to ensure 100% occu
3、pancy is reached. The hotel practices over books to compensate for the No Show / Cancellation factor daily. Therefore, the hotel is responsible to secure an alternative accommodation of an equal standard to ensure the guest whom we are unable to accommodate encounter the least possible inconvenience
4、.Procedures1. Front Office Manager reviews the arrival list on day to determine possible “walk” guests. The decision is based mainly but not solely on the consideration of the following criteria:a. VIP status of the guestsb. Returning guestc. Long staying guestd. Gold Passport Holdere. Company & bus
5、iness titlef. FIT or GIT2. Check the correspondence of these guests against the details in the system to ensure that they are correct.3. Check the RESERVE arrivals list for the day in question to check for possible double bookings or changes to bookings.4. Determine possible “walk guest” and prepare
6、 apology letter for those guests for the General Managers signature. The letter will apologize that an over booking situation has arisen due to guests extending unexpectantly, and will offer a complimentary upgrade to an Regency Suite for the next stay.5. Assess if it is possible to contact the gues
7、t to offer an alternative date (i.e. Reservation using Gold Passport complimentary certificates or prizewinners using hotel gift certificates.)6. Advice targeted “Walk” guests of situation, offering them alternative accommodation and an upgrade on their return to Hyatt Regency Dongguan.7. Confirm al
8、l departures a night before with guests in-house in order to achieve an accurate in-house status.8. Prepare to release all non-guaranteed bookings after 18:00 hrs. Enter call FOM at arrival alert to call FOM to meet and explain the situation.9. Obtain and negotiate best possible rate from nearby hot
9、el. Contact the Assistant Manager at the property and advise him on our intention. Only make reservations at these hotels when walking a guest appears unavoidable.10. Remember to cancel the reservation if the situation changes.11. Upon the guests arrival into the hotel, FOM advise them of the situat
10、ion, offer the guest the choice of the alternate hotel. Also arrange hotel car to ferry walked guest to the alternate hotel.12. Inform guest that Hyatt Regency Dongguan will cover the accommodation charge for a night. We will send our hotel car to the alternate hotel to pick him up to return to our
11、hotel the next day.13. Ensure the selected hotel has the correct details for the guest. The alternate hotel must not collect accommodation charges other than incidentals from the guest.14. Have the guest checked into to a dummy folio in the system and place in brackets where the guest was walked. Th
12、is is a reference for all phone calls, messages, fax and packages etc.15. Create a guest history and include all details date they walked, where they were walked to and what we have offered them in return. Ensure the guest is not walk again on future occasions.16. If the guest refuses to return the
13、next day, we will send GM signed apology note with our amenity to the alternate hotel the next morning to express our apologies.17. If the guest is booked for more than one night arranged for the guest to return to Hyatt Regency Dongguan the following day with an upgrade and amenities. Ensure their reservation is in the system and a limousine is booked for their return. Guest must be greeted on returning to the hotel by the Front Office Manager or above.Prepared byJames FanDate 01 Jun 2006Approved byDate Page 3
